Appointment Scheduling Software Solution

The vendor required to provide appointment scheduling software solution that can integrate with current computerized maintenance management system (CMMS) software, support with work planning and provides reporting features.
- Work scheduling
•    The system shall provide the capability to schedule multiple staff members operating across various locations throughout the city. 
•    Scheduling must support assignment by geographic area, task complexity, work type and estimated duration. 
•    The system shall support automated or manual creation of optimized routing based on each day’s appointment schedule, ensuring efficient travel paths, reduced downtime and balanced workload distribution.
- Customer service features
•    The system shall allow customer appointments to be created through multiple channels, including phone, email, and an online self-service scheduler. 
•    All appointment methods must integrate into a unified scheduling platform. 
•    The system shall provide an external, user-friendly customer portal that enables residents to independently book, modify, or cancel appointments. 
•    The system shall support automated reminder notifications (e.g., SMS or email) to reduce no shows and ensure customers remain informed of upcoming appointments. 
•    The system shall display applicable fees and relevant service information to residents based on the specific appointment type selected, ensuring transparency and informed decision-making. 
•    The system shall include automated scheduling capabilities that suggest optimal time slots based on staff availability, geographic route efficiency, and existing workloads. 
•    The system shall allow administrators to define blackout periods, such as statutory holidays, training days, or operational shutdowns, during which appointments cannot be booked.
- Integration with GIS and CMMS capabilities
•    The system shall be integrated seamlessly with the city’s CMMS and with city works. 
•    When an appointment is booked, the system must automatically generate the corresponding work order (w/o) within city works, ensuring consistent workflow tracking and reducing manual data entry.
- Data management reporting
•    The system shall include an internal dashboard providing real-time operational insights, including appointment volume, staff utilization, geographic distribution, and performance metrics. 
•    Provide details regarding ongoing technical support, including service levels, issue resolution processes, and available training resources. 
•    The vendor shall clearly identify where data is stored, including compliance with applicable data governance and privacy legislation. 
•    The vendor shall clearly define data ownership, confirming that all data collected, generated, or maintained through the platform remains the property of the city.