T2970 Customer Queuing System for New Jersey Motor Vehicle Commission

The State of New Jersey, through the Department of the Treasury's Division of Purchase and Property, has awarded a contract to ACF Technologies for a comprehensive Customer Queuing System (CQS) for the New Jersey Motor Vehicle Commission (NJMVC). The contract, identified as RFP/SC-SBE 25-TELE-121890, will support the NJMVC's operations across 43 agency locations statewide, with an estimated annual transaction volume of approximately 11 million customer interactions. The five-year contract, effective from October 23, 2025, to October 22, 2030, encompasses the development, implementation, and ongoing maintenance of a cloud-based queuing system designed to optimize customer service and reduce wait times.

The contract's total value is approximately $3,951,109.56, with a breakdown of $646,055.47 for one-time development and implementation costs and $3,305,054.09 for recurring annual expenses. Key deliverables include software licensing, hardware procurement and installation (including 5 kiosks per location), system integration with existing Tyler Technologies scheduling platform, maintenance and operations support, help desk services, and annual training. The system must support approximately 1,600 concurrent users, provide mobile check-in capabilities, enable SMS ticket distribution, and maintain a 95% minimum uptime with robust reporting dashboards. ACF Technologies will be responsible for providing a web-based, cloud-hosted solution that supports multilingual communications and integrates advanced queuing management technologies.