Queue Management System

The vendor is required to provide queue management system (QMS) to improve public services and increase operational efficiency throughout the “customer journey.”
- The following functionalities in a QMS:
•    Public appointment scheduling with confirmation notifications.
•    Ability to have customers check themselves in with their appointment (kiosk).
•    Displays that show tickets called to a counter and window.
•    Audio and visual that lets a customer know their ticket is called and where to go.
•    Video call integration to do virtual appointments.
•    Reporting or ability to access data to build our own reports.
•    Ability to manage, track, and analyze appointment availability by day and service offered.
•    Data analytics dashboard for quick access to key metrics and data points.
•    Ability to send group notifications via email and SMS to customers with booked appointments – Ability to broadcast important notices such as outages or delayed services.
- Solution approach
1. Solution
•    Explain and provide supporting material demonstrating how your solution will satisfy the county’s goals and that can accommodate the requirements
•    Provide references of other customers where you have implemented a similar solution.
2. Privacy and security
•    Solution assigns security roles and how rights are restricted by role; provide descriptions of inherent roles.
•    Solution’s ability to connect to microsoft active directory.
•    Data is securely transmitted and stored.
3. Reporting
•    The type of reporting your solution has available.
•    Users will extract information out of the solution.
•    The auditability of your system.
4. System functionality
•    Provide documentation that is descriptive of the functions supported by your solution.
•    User and system set-up and administration.
•    The customizability of your solution.
5. Implementation plan
•    Provide an implementation timeline for similar projects.
•    The anticipated respondent and county personnel (activities, skill level, and numbers) required to install and implement your solution.
•    The training provided before, during, and after the installation and implementation.
•    Approach to discovery 
•    Approach for testing the solution to ensure configuration and functionality meet the requirements.
6. Technical design
•    Provide detailed technical overview of any hardware.
•    Descriptions of user interface.
•    Solution cloud-based or designed to be implemented on premise
o    If cloud-based, describe the hosting environment, and how the environment is secured and maintained.
o    System configuration needed to support the system.

- Questions/Inquires Deadline: October 27, 2025