The Vendor is required to provide queuing and appointment booking software.
- Provide an excellent self-service experience to students and visitors, while giving staff the functionality they need to control the queues and appointments.
- The Software will accommodate the following:
• User friendly for both the customers and the staff monitoring the queue and calling customers from the queue.
• User friendly for both the customers and the staff utilizing the booking features for scheduling appointments.
• Staff should be able to summon a customer from the queue and the customer should be notified (via text and visual (maybe audio) at the front counter
• Staff should be able to review details of an appointment booking and the customer should be notified via text and email about scheduled appointments including confirmation of scheduled appointment, reminder of scheduled appointment and feature for a follow-up notification.
• Add University branding to any visuals.
• Easily adjust the configuration of different queues/services/appointments – such as change the times each service is open, close/open a line, allow customers and/or staff to add to the queue, allow staff to move a customer from one service to another and change the name of a service.
• Access to transaction reports, so stats can be easily pulled on the number of customers, appointments, wait times, service times and movement.
• Ability to survey customers after their transaction is complete to see if they are satisfied with the service and collect feedback.
• Access to support/ help center when technical assistance is needed.
- Each school/faculty has separate advising services handling thousands of current student appointments annually
- The current Queuing Software has the following functionalities:
• It is a web-based system and university uses its own computers to connect to the web-based system.
• Is able to reduce the need for customers to stand in line
• Display the customers place in the virtual line and provide expected wait times.
• Self-service using cellphones and or kiosks.
• Is able to add University’s brandings to all visuals.
• Offers customers different options of services to choose from
• Offers function for staff users to configure services, add/move customers, and pull reports.
- System Core Requirements
• Allow intuitive software navigation.
• Summon a customer from the queue (customer can be notified via different avenues, such as SMS/text, visuals on front area display/monitor, and/or audio announcements).
• Move customers from one queue to another; or manually add a customer to any queue.
• Easily adjust the configuration of different queues/services (e.g., times for open/close, self-serve option etc.).
• Have web-based functionality for appointment bookings for free access for customers to schedule appointments
• Allow different department to set their hours and availability for both queues and appointments
• Facilitate alerts of time zone differences for customers (if applicable) would be an asset.
• Allows different modalities for appointment delivery, including online, telephone and in-person.
• Move customers from one booking queue to another or manually move an appointment to any department.
• Easy access to clear and comprehensive transaction reports and usage statistics, with multiple options for organizing data
• Providing intuitive self-serve options for customers
• Customers can view all service options on a customer-facing monitor, kiosk, or SMS and see current wait times.
• Customers can add themselves to a queue/virtual line by using either SMS or a kiosk (preferably, both options will be available).
• Customers can see their place in line and expected wait time is made available for them to view and see real-time updates.
• Customers can easily inform the Software if they choose to leave the line or cancel or change an appointment.
• Ability to maintain multiple distinct locations.
• Ability to survey customers after transaction is complete, such as net promoter score or customer satisfaction surveys. Open-ended feedback, such as the reason for their visit. And ability for each service department to adjust their surveys accordingly.
• Allow customizable queues and appointment options with tailored messaging and responses according to each service.
• Integration with Microsoft (Outlook Calendars), allowing staff to manage their appointments, availability, and other meetings in one calendar.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: December 15, 2025
