1-RFI26008 Specifications.pdf

RFI 26008

ADA COUNTY QUEUE MANAGEMENT SYSTEM

Ada County Procurement | 200 W. Front St. | Boise, ID 83702

Rod Beck, Commissioner

Ryan Davidson, Commissioner

Thomas Dayley, Commissioner

REQUEST FOR INFORMATION

RFI 26008

Ada County Queue Management System

Ada County (hereinafter referred to as “County”) is requesting submissions from qualified vendors to provide information regarding available Queue Management Systems (“QMS”). Ada County Procurement (“Procurement”) will act as the administrative agent on behalf of the County.

Procurement will assist in gathering, reviewing responses, and will participate in discussions with County representatives pursuant to this Request for Information (“RFI”). No award will be made from these submissions.

Responses to the RFI are to be submitted electronically to Ada County Procurement at https://adacounty.bonfirehub.com no later than 4:00 p.m. local time on November 17, 2025.

Responses cannot be accepted if submitted by hard copy, mail, facsimile, or e-mail.

I. Purpose and Goal of RFI

The County is seeking information to develop options for the eventual purchase of new software for a QMS. With this solution, we aim to:

1. Use this system to replace our current QMS.

It is the intent of the County in issuing this RFI to:

1. Gain knowledge on available QMS solutions.

2. Identify the costs of implementing, deploying, and using a QMS product/solution that meets or exceeds the needs described in this RFI.

3. Develop realistic timeframes around the implementation and development of a QMS.

4. Gain knowledge on upgrade cycles, equipment needs, purchase options, support packages, and maintenance agreements associated with proposed systems.

5. Gain knowledge about future technology in development.

This RFI is not a competitive solicitation for a purchase, and it will NOT result in an award of a contract for goods or services. Ada County reserves the right to retain all responses submitted and to use any ideas generated by the RFI responses in subsequent Requests for Proposal or Bids. Any future purchase will be made in accordance with Idaho law and Ada County policy, at the sole discretion of Ada County.

II. County Background Information

The County uses QMS to improve public services and increase operational efficiency throughout the “customer journey.” The system is implemented at multiple service points to manage walk-in https://adacounty.bonfirehub.com/ and scheduled appointments, offering virtual and on-site queuing options and clear communication via kiosks, mobile check-in, digital signage, and email/SMS notifications. It supports appointment scheduling, routing, and service prioritization, while also gathering data on wait times, service volumes, and performance. This enables administrators and agents of the County to allocate resources more effectively, reduce congestion in waiting areas, and provide a more transparent, fair, and efficient service experience for the public.

The background information below is from our County locations that will be using this system, which should help with the cost analysis and submission that we are requesting.

County Office: Assessor’s Office Clerk’s Office Sheriff’s Office Branch Locations 4 1 3

Workstations/ Windows 30 Windows 31 44+4 Check-In Kiosks

(1 Shared Kiosk w/Assessor)

Average Windows Open 24 20 21 Appointments? Yes Yes Yes Virtual Appointments? Yes No No

User Accounts

Agent 42 31 35 Supervisor Agent 3 4 3 Admin Agent 1 1 1

IT Admin 1

Data API Access 2 2 Service Categories 6 18 9 Calendar Year 2022 2023 2024 2022 2023 2024 2022 2023 2024 Customer Transactions 215,279 215,603 218,284 55,154 77,660 75,979 142,396 220,995 236,993

Appointment Bookings 7,486 12,888 18,848 8,465 8,244 130,799 189,125 198,921

County Locations

Sheriff’s Office – Driver’s License

1. Benjamin Branch

a. Location: 400 N. Benjamin Ln #101, Boise, Idaho 83704

b. Office Design

i. One (1) Greeter/Check-In Station

ii. Nineteen (19) Driver’s Licensing (DL) Customer-Facing Workstations

(one of which is ADA-compliant/accessible)

iii. Four (4) CWL/SOR Customer-Facing Workstations (one of which is

ADA-compliant/accessible)

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 7:00 AM to 5:00 PM

1. CDL Testing Ends at 2:00 PM

2. Non-CDL Testing Ends at 4:00 PM

d. Staffing

i. Indirect Labor

1. One (1) Manager

2. Two (2) Supervisors

ii. Direct Labor/Frontline Staff

1. DL: Seventeen (17) LERT Employees

2. CWL/SOR: Four (4) LERT Employees

e. Services

i. Driver’s Training (DT) Permits

ii. Out of State/New Residents: Driver’s Licenses (DL) or Identification (ID) Cards

iii. Idaho DL/ID Renewals/Duplicates/ Identification (ID) Cards/ STAR Cards (REAL ID)

iv. First-Time Driver’s License/Permits/Motorcycle/Testing

v. Commercial Driver’s License (CDL) Testing

vi. Out-of-State Dealers/Salesperson

vii. Driver Records Requests

viii. Concealed Weapons Licenses (CWL)/Sex Offender Registrations (SOR)

ix. Translator Appointments

f. Performance/Capacity (Sep-2024 to Sep-2025)

i. Total Transactions: 120,617

ii. Avg. Transaction Time: 7:55 minutes

iii. Avg. Wait Time: 5:06 minutes

iv. Avg. Total Time: 13:01 minutes

v. Average Windows Open: 10

vi. % of Appointments Arrived: 77%

2. Meridian Branch

a. Location: 736 S Progress Ave, Meridian, ID 83642

b. Office Design

i. One (1) Greeter/Check-In Station

ii. Sixteen (16) Driver’s Licensing (DL) Customer-Facing Workstations (one of which is ADA-compliant/accessible)

c. Public Hours

i. Monday to Friday; closed on Wednesdays (excluding federal holidays)

ii. 7:00 AM to 5:00 PM

1. CDL Testing Ends at 2:00 PM

2. Non-CDL Testing Ends at 4:00 PM

d. Staffing

i. Indirect Labor

1. One (1) Manager*

2. Two (1) Supervisors

ii. Direct Labor/Frontline Staff

1. DL: Eleven (11) LERT Employees

e. Services

i. Driver’s Training (DT) Permits

ii. Out of State/New Residents: Driver’s Licenses (DL) or Identification (ID) Cards

iii. Idaho DL/ID Renewals/Duplicates/ Identification (ID) Cards/ STAR Cards (REAL ID)

iv. First-Time Driver’s License/Permits/Motorcycle/Testing

v. Commercial Driver’s License (CDL) Testing

vi. Out-of-State Dealers/Salesperson

vii. Driver Records Requests

viii. Translator Appointments

f. Performance/Capacity (Sep-2024 to Sep-2025)

i. Total Transactions: 78,291

ii. Avg. Transaction Time: 7:55 minutes

iii. Avg. Wait Time: 4:08 minutes

iv. Avg. Total Time: 12:02 minutes

v. Average Windows Open: 8

vi. % of Appointments Arrived: 79%

3. Star Branch (Shared Branch with Assessor’s DMV)

a. Location: 10769 W. State St., Star, ID 83669

b. Office Design

i. Check-In Kiosk at City Hall main lobby

ii. Two (2) Driver’s Licensing (DL) Customer-Facing Workstations. Note.

There is a third workstation that is not currently public-facing but may be looked at as an option in the future.

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 7:00 AM to 5:00 PM

1. CDL Testing Ends at 2:00 PM

2. Non-CDL Testing Ends at 4:00 PM

d. Staffing

i. Indirect Labor

1. One (1) LERT Employee on Mondays & Fridays

ii. Direct Labor/Frontline Staff

1. DL: Two (2) LERT Employees

e. Services

i. Driver’s Training (DT) Permits

ii. Out of State/New Residents: Driver’s Licenses (DL) or Identification (ID)

Cards

iii. Idaho DL/ID Renewals/Duplicates/ Identification (ID) Cards/ STAR

Cards (REAL ID)

iv. First-Time Driver’s License/Permits/Motorcycle/Testing

v. Commercial Driver’s License (CDL) Testing

vi. Out-of-State Dealers/Salesperson

vii. Driver Records Requests

f. Performance/Capacity (Sep-2024 to Sep-2025)

i. Total Transactions: 13,978

ii. Avg. Transaction Time: 7:12 minutes

iii. Avg. Wait Time: 4:20 minutes

iv. Avg. Total Time: 11:33 minutes

v. Average Windows Open: 2=

vi. % of Appointments Arrived: 79%

Assessor’s Office – Motor Vehicles

1. Franklin Branch

a. Location: 8655 W Franklin Rd, Boise, ID 83709

b. Office Design

i. One (1) Check-In Kiosk

ii. Ten (10) Motor Vehicle (MV) Customer-Facing Workstations (one (1) of which is ADA-compliant/accessible)

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

d. Staffing

i. Indirect Labor

1. One (1) Manager

2. One (1) Supervisor

ii. Direct Labor/Frontline Staff

1. MV-Lead: One (1) Employee

2. MV-Clerk I and II: Eleven (11) Employees

e. Services

i. Parks and Rec

ii. Disability Placards

iii. Idaho Titles

iv. Out of State VIN

v. Plate Renewal

vi. Plate Renewal – Virtual

vii. Idaho Titles – Virtual

viii. Parks and Rec – Virtual

ix. Walk Direct

x. MV Star Card

xi. Disability Placards – Virtual

2. Chinden Branch

a. Location: 9115 W Chinden Blvd #103, Garden City, ID 83714

b. Office Design

i. One (1) Check-In Kiosk

ii. Ten (8) Motor Vehicle (MV) Customer-Facing Workstations (one (1) of which is ADA-compliant/accessible)

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

d. Staffing

i. Indirect Labor

1. One (1) Manager

2. One (1) Supervisor

ii. Direct Labor/Frontline Staff

1. MV-Lead: Two (2) Employees, One (1) works at Downtown DMV

2. MV-Clerk I and II: Nine (9) Employees, One (1) work at

Downtown DMV

e. Services

i. Parks and Rec

ii. Disability Placards

iii. Idaho Titles

iv. Out of State VIN

v. Plate Renewal

vi. Plate Renewal – Virtual

vii. Idaho Titles – Virtual

viii. Parks and Rec – Virtual

ix. Walk Direct

3. Meridian Branch

a. Location: 1769 N Lakes Pl #100, Meridian, ID 83646

b. Office Design

i. One (1) Check-In Kiosk

ii. Ten (10) Motor Vehicle (MV) Customer-Facing Workstations (Two (2) of which is ADA-compliant/accessible)

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

d. Staffing

i. Indirect Labor

1. One (1) Manager

2. One (1) Supervisor

ii. Direct Labor/Frontline Staff

1. MV-Lead: One (1) Employee

2. MV-Clerk I and II: Ten (10) Employees

e. Services

i. Parks and Rec

ii. Disability Placards

iii. Idaho Titles

iv. Out of State VIN

v. Plate Renewal

vi. Plate Renewal – Virtual

vii. Idaho Titles – Virtual

viii. Parks and Rec – Virtual

ix. Walk Direct

4. Star Branch (Shared Branch with Sheriff’s DL)

a. Location: 10769 W. State St., Star, ID 83669

b. Office Design

i. One (1) Check-In Kiosk

ii. Two (2) Motor Vehicle (MV) Customer-Facing Workstations

iii. Third Window being looked at for future.

c. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

d. Staffing

i. Direct Labor/Frontline Staff

1. MV-Lead: One (1) Employee

2. MV-Clerk I and II: One (1) Employee

e. Services

i. Parks and Rec

ii. Disability Placards

iii. Idaho Titles

iv. Out of State VIN

v. Plate Renewal

vi. Plate Renewal – Virtual

vii. Idaho Titles – Virtual

viii. Parks and Rec – Virtual

ix. Walk Direct

Recorder’s Office

a. Office Design

i. One (1) Greeter/Check-In Station shared with the courts

ii. Currently have 11 customer facing workstations (one is potentially being taken away due to the Treasurer remodel)

1. Two of the workstations are ADA compliant

b. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

c. Staffing

i. Indirect Labor

1. One (1) Manager

ii. Direct Labor/Frontline Staff

1. 9 Direct Labor/Front Line staff

2. 1 partial in office staff member (window 31)

3. 1 quick service area used as needed by manager

d. Services

i. Passports

1. Passport Appointment Check-In (Available until 3:30pm)

2. Passport Standby (Available until 3:00pm)

3. Passport Questions (Available until 4:30pm)

ii. Licensing

1. Marriage License Appointment Check-In

2. Walk In Marriage License

3. Alcohol Licensing, Catering Permits, Peddler License

iii. Document Recording

1. Recordings - Document Recording

2. Recordings – Plat or Survey

3. Recordings - Research

4. Recording – Questions

Courts (Clerk’s Office)

a. Office Design

i. One (1) Greeter/Check-In Station shared with the Recorder

ii. Currently have 20 customer facing workstations

iii. Two of the workstations are ADA compliant

b. Public Hours

i. Monday to Friday (excluding federal holidays)

ii. 8:00 AM to 5:00 PM

c. Staffing

i. Indirect Labor

5. Two managers

ii. Direct Labor/Frontline Staff

6. 20 Direct Labor/Front Line staff (10 civil, 10 criminal)

7. 2 quick service area used as needed by manager

d. Services

i. Civil filings

1. Civil Copy Desk/Records request

2. Small Claims

3. Civil Magistrate

4. Divorce/Custody

5. Probate Guardianship

e. Criminal

i. Traffic Tickets

ii. Court Payment or Plea

iii. Court Dates and Classes

iv. Records Request/No Contact Order Requests

f. Recorder’s Office and Court’s Performance/Capacity

i. Total Transactions: 84,766 (Actually higher due to construction/remodel)

ii. Avg. Transaction Time: 6 minutes 42 seconds

iii. Avg. Wait Time: 0 minutes 58 seconds

iv. Avg. Total Time 7 minutes 40 seconds

v. % of Appointments Arrived: 51.2%

III. Specifications and Mandatory Requirements

The County desires the following functionalities in a QMS, at a minimum:

1. Public appointment scheduling with confirmation notifications.

a. Ability to post live updates/notices on the public-facing appointment schedule site during the user scheduling experience (e.g., see Requirement #7).

2. Ability to have customers check themselves in with their appointment (kiosk).

3. Displays that show tickets called to a counter/window.

4. Audio & visual that lets a customer know their ticket is called and where to go.

5. Video call integration to do virtual appointments.

6. Reporting or ability to access data to build our own reports.

7. Ability to manage, track, and analyze appointment availability by day and service offered.

8. Data analytics dashboard for quick access to key metrics and data points.

9. Ability to send group notifications via email and/or SMS to customers with booked appointments – ability to broadcast important notices such as outages or delayed services.

The County is also interested in the following services that are not required:

1. Real time tracking of counters/windows open and people waiting.

2. Print tickets from desktop and kiosk manually.

IV. Solution Approach

Respondent shall respond with comprehensive information regarding their solution (including installation, configuration, licensing, etc.) and with information regarding any optional add-on capabilities, including hardware, offered by Respondent. Response shall include:

1. Solution

a. Explain and provide supporting material demonstrating how your solution will satisfy the County’s goals and that can accommodate the requirements outlined in this RFI.

b. Explain and provide supporting material demonstrating how your solution will provide value to the County.

c. Provide references of other customers where you have implemented a similar solution.

2. Privacy and Security

a. Describe how your solution assigns security roles and how rights are restricted by role; provide descriptions of inherent roles.

i. Describe your solution’s ability to connect to Microsoft Active Directory.

b. Explain where and how data is securely transmitted and stored.

3. Reporting

a. Describe the type of reporting your solution has available.

b. Explain how users will extract information out of the solution.

c. Describe the auditability of your system.

4. System Functionality

a. Provide documentation that is descriptive of the functions supported by your solution.

b. Describe user/system set-up and administration.

c. Describe the customizability of your solution.

5. Implementation Plan

a. Provide an implementation timeline for similar projects.

b. Describe the anticipated Respondent and County personnel (activities, skill level, and numbers) required to install and implement your solution.

c. Outline the training provided before, during, and after the installation and implementation. Please describe the methodology used for training (handbooks, virtual, on-site, etc.)

d. Describe your approach to discovery (i.e. acquiring the information you need to configure the solution to the County’s requirements).

e. Describe your approach for testing the solution to ensure configuration and functionality meet the requirements.

6. Technical Design

a. Provide detailed technical overview of any hardware.

b. Descriptions of user interface.

c. Is your solution cloud-based or designed to be implemented on premise?

i. If cloud-based, describe the hosting environment, and how the environment is secured and maintained.

ii. If on premise, describe the minimum system configuration needed to support the system.

iii. If on premise, do you have plans to move implementation to a cloud-based system in the future? If so, please describe the timeline and any additional costs that will be associated with the change.

d. Describe the skill sets required by County staff to support and manage the application.

e. Number of concurrent users supported.

f. Description of installation process.

g. Do you currently have a plan for the end of life of your solution?

h. Does your solution have a standard API for integration/data exchange with other applications?

i. If yes, please provide names of those other applications.

7. Cost

a. Provide a detailed cost estimate on your solution based off the information provided in II. County Background section.

V. Service/IT Requirements

The County expects the following items be provided as part of a solution for purposes of maintaining the system in its entirety. Please provide information in your response as indicated below.

1. Web-service Warranty

All web-services must be fully supported and warrantied against failure at no cost to the customer. Documentation on the design and detail of the web-service will be maintained and available to the customer upon request. Please provide information regarding your web-service warranty and documentation access policy.

2. Support

Technical support should be provided. Please provide your support plan for the solution.

3. Training and Documentation

a. Training and Documentation to be provided at the start of the project.

b. Installation documentation and support with installation must be provided for all installations.

4. Delivery of Service

a. Installation – how long does your solution take to install (server set-up, client installation, configuration, etc.)?

b. Delivery (if applicable) – what is the delivery timeframe after an order is placed?

5. Data Requirements

a. Please detail what data is available.

b. Give detail on the ability to build reports off that data in the system.

c. Give detail on the availability of the data upon contract termination.

VI. Contact Information for the RFI

From the issue date of this RFI until the response deadline date, the sole point of contact will be:

Ada County Procurement 200 West Front St., Room 2210 Boise, Idaho 83702 Phone: (208) 287-7140 Email: procurement@adacounty.id.gov

Queries addressed to other employees of Ada County will be referred to Procurement.

Any explanation or questions regarding RFI, requests for clarifications or exceptions, desired by Respondents, must be requested of Ada County Procurement in writing through the Vendor Discussions section of the Bonfire project listing and received no later than October 27, 2025, by 4:00 p.m. local time. If explanations or exceptions to the requirements are necessary, a reply will be made in the form of an addendum, a copy of which will be made available on the Ada County website at https://adacounty.bonfirehub.com. Ada County will endeavor to issue any addenda on or about November 5, 2025.

VII. RFI Submittal Instructions

1. Responses must be submitted online to Ada County Procurement at https://adacounty.bonfirehub.com.

2. RFI responses should be brief, concise, and focused on the questions asked.

Responses may include pictures, charts, graphs, tables, and text, but should clearly be relevant to the questions asked. Please do not include marketing material in your responses.

3. Do not skip section IX. RFI Response Section. If a response, question or comment is not applicable, please state the reason. If an item cannot be addressed, please state the reason.

VIII. Key Dates

The following dates are guidelines during the RFI process and are subject to change, with notice.

Date Description

October 17, 2025 RFI posted/e-mailed to Vendors

October 27, 2025 Due Date for Questions by 4:00 p.m. local time

November 5, 2025 Addendum issued mailto:procurement@adacounty.id.gov

November 17, 2025 RFI Responses Due by 4:00 p.m. local time to https://adacounty.bonfirehub.com

IX. RFI Response Section

1. Business Information:

a. Business Name:

b. Address of U.S. Headquarters:

c. Address of Service Office:

d. Service Office Phone Number:

e. RFI Contact Name/Title:

f. RFI Contact Email:

g. RFI Contact Phone:

2. RFI Response Content:

a. Solution Overview: This must include detailed explanations, examples, and supporting materials about your product/solution as it pertains to the specification identified herein. Please include responses to the questions set forth in Sections IV and V in your Solution Overview.

b. Implementation and Deployment Plan: Outline your implementation and development process, including an estimated timeline for the implementation and deployment of your product/solution.

c. Pricing Information: Clearly outline all applicable costs with specific pricing associated with each part of your product/solution. Provide costs for budgetary purposes for the following:

i. Set-up/Configuration Costs

ii. Training Costs

iii. Yearly Maintenance Costs

iv. User License Cost

X. Proprietary Information in RFI Response

Data contained in the response to this RFI and all documentation provided therein becomes the property of County, and the data becomes public information upon submission of the response. If a Respondent wishes to have any confidential or proprietary information withheld from the public, such information must fall within the definition of “trade secret” contained within the Idaho Public Records Act, Idaho Code §§ 74-101, et seq. All “trade secret” information the Respondent wishes the County to withhold must be clearly marked “Trade Secret,” with each page of such information being clearly marked. Failure to mark such information as “Trade Secret” shall deem such information open to public inspection. Should Ada County be challenged in court by a third party for a decision to withhold or redact information so identified by respondent, respondent agrees, by submitting its RFI response, to indemnify, defend, and hold harmless Ada County for any judgments, attorney fees, and/or court costs associated with asserting the documents contain “trade secret” information. Ada County reserves the right to make an independent discretionary decision whether or not the documents marked as “Trade Secret” qualify as such pursuant to the Idaho Public Records Act. All documents not marked as “Trade Secret” are subject to release in compliance with the Idaho Public Records Act.

XI. Disclaimer

This RFI does not, under any circumstances, obligate Ada County to incur the Respondent’s costs, or any portion thereof, associated with the preparation of a response to this RFI nor does it obligate Ada County to pursue any contractual relationship with any Respondent that responds to this RFI.

There are no promises, terms, conditions, or obligations other than those contained herein. This RFI does not require any action or response from Ada County, administratively or legally, after the due date stated for RFI responses.