Queuing and Virtual Line Management System

The Vendor is required to provide a queuing and virtual line management system (“Solution”) including implementation, installation, configuration, and on-going maintenance of the Solution.
- Queuing Management System Solution (“QMS”): An all-inclusive solution of hardware, software, maintenance and support, project management, and software configuration for use by the State as a central management tool to control and manage customer flow. 
- The QMS provides real-time information, communicated via dashboard and reports - which provides State designated personnel with the ability to view and analyze the customer flow in each department throughout the State, as well as, monitor the activities of department employees to ensure customers receive service in an efficient and orderly manner.
- Statistics from this type of QMS shall provide State designated personnel with reports that not only contain summary statistics but also analyzes data to assist with and guide the business operations of the State.
- The QMS shall also measure actual wait time from the time an individual "checks in" until the time he or she reaches the counter.
- The QMS shall generate tickets that include at minimum the DSC location name, unique ticket number, customer name, current date and time, and Service Category;
- The QMS shall have the ability to be remotely monitored and centrally managed;
- Management and administrative office dashboard shall be accessible remotely for monitoring and reporting purposes;
- The QMS shall display the number of Examiner workstations open;
- The QMS shall display the number of customers served;
- The QMS shall display the wait time per customer;
- The QMS shall display the number of customers served per Service Category;
- The QMS shall provide statistics for management to be able to optimize business operations based on existing, past, and predictive data;
- The QMS shall have the capability to change all settings and priorities on-site;
- QMS shall have the capability to update information as it changes and for calculated fields at periodic intervals of no greater than one (1) minute; and
- The QMS shall have the capability to recall a number that was by-passed (e.g., if the number was missed or the customer did not respond when the number was called, the number should be able to be called again allowing the customer to be served) and to randomly call numbers (e.g., call a ticket number randomly instead of in sequential order).
- The QMS shall generate a unique reservation or confirmation number to those registered for State-specific event to indicate their place in line upon registration completion.
- The ticket must be generated by the QMS software through the Check-in Kiosk ticket Printer;
- Date and time ticket generated (printed).
- Budget: $1,000,000.00

- Contract Period/Term: 5 years
- Pre-response Conference Date: November 21, 2025
- Questions/Inquires Deadline: December 1, 2025