Driver Vehicle Appointment System

The Vendor is required to provide for an enterprise COTS or SaaS driver vehicle appointment system.
- This new system will utilize a modern and sustainable technology platform, allowing the department to efficiently manage and analyze customer appointments for both driver and vehicle services, streamlining business processes and increasing customer experience.
- Provide related professional services needed to implement and support the solution.
- Must also include a description of scheduled and walk-in service flow, reminder of documents based on service type, statewide queue and appointment management, intuitive appointment calendar with blackout dates and times, mobile check in with QR code or mobile identification (mDL), SMS messaging, and analytics dashboard.
- Services include but not limited to:
•    Configuration and management of multiple division/agency service offerings
•    Implementation of online and in-person booking options for scheduling appointments
•    Virtual queue and walk-in appointment services that minimize wait times
•    Self-Service kiosks and intuitive mobile and web appointment booking platforms 
•    Real-time queue management for driver and vehicle staff and check in desk staff
•    Notifications and alerts to keep user informed and engaged through timely communication about their appointment and queue status
•    Multilingual and accessible user interfaces which meet current WCAG compliance to reach larger audience
•    Comprehensive analytics and performance dashboard(s), including integration for tracking queue times on external websites
•    A centralized administrative configuration that simplifies management and oversight
•    Role-based access control is integrated with active directory groups 
- System include:
•    The system must provide role-based access control 
•    The system must allow a central office authorized user to create and manage a calendar for each location/division/agency
•    The system must allow a district authorized user to create and manage a calendar for the district location/division/agency
•    The system must allow an authorized user to set the calendar appointment intervals
•    The system must allow an authorized user to set the calendar block out dates
•    The system must allow an authorized user to set the calendar hours of availability
•    The system must allow an authorized user to manage services offered for a specific division/agency area
•    The system must allow an authorized user to set an eligibility flag for identified services
•    The system must allow an authorized user to manage staff window assignment
•    The system must allow an authorized user to set and adjust staff availability at a window, such as, working hours, breaks, and time off
•    The system must allow an authorized user to manage the email notification template
•    The system must allow an authorized user to manage the SMS notification template
•    The system must allow an authorized user to set the check-in availability time
•    The system must allow an authorized user to set the ticket numbering format
•    The system must allow an authorized user to manage the queue messages
•    The system must provide the ability for staff to add and remove tickets from the virtual queue
•    The system must allow an authorized user to manage the speaker setup
•    The system must allow an authorized user to manage the kiosk setup
•    The system must allow and authorized user to manage kiosk display content
•    The system must allow an authorized user to manage website content for appointment scheduling system
•    The system must allow an authorized to define the language profile with supported languages
•    The system must allow the ability to access aggregated data of performance across the state
•    The system must allow an authorized user to set tracking metrics/KPIs
•    The system must allow an authorized user to set the display format of appointments in the queue
•    The system must display each location's analytics on the dashboard (authorized user)
•    The system must provide real-time data overview of queue status and performance
•    The system must display the customers' current queue position
•    The system must allow staff to login in to the appointment system
•    The system must capture the user name, date, time and service type for each customer being served
•    The system must allow staff to select the next number in the queue
•    The system must prompt staff to close the number once service has been completed
•    The system must allow staff to place a ticket number back in the queue
•    The system must provide an internal appointment scheduling interface for staff to schedule appointments (i.e, in person or call center)
•    The system must allow staff to schedule an appointment for a customer at a location for a specific day, time and service type
•    The system provides the ability for staff to collect the necessary customer information, as specified by the department
•    The system must validate customers eligibility for service type selected
•    The system must display an ineligible message to staff  if the customer is not eligible for the selected service type
•    The system must display a list of required document(s) to staff if the customer meets the eligibility criteria for the selected service
•    The system must prompt staff to confirm the appointment date, time and services before finalizing the booking
•    The system must generate a unique confirmation number for each staff initiated appointment upon successful booking
•    The system must display, to staff, an on screen visual confirmation of the location, date, time, services, required documents and confirmation number
•    The system must display an option, to staff, to indicate the customer will manage check-in
•    The system must display an option, to staff, to check-in customer
•    The system must enable administrators to modify the service type for an appointment after check-in or completion if the customer selected incorrectly 
•    The system must provide the ability to manage multiple appointments for the same phone number
•    The system must allow an authorized user to schedule an ad hoc appointments for a customer at any time    .

- Questions/Inquires Deadline: December 12, 2025