14-Specifications and Requirements - TRN2131041B1.pdf

Specifications and Requirements

Interactive Queuing Management System (QMS)

A. BACKGROUND:

1. Broward County Consumer Protection Division seeks to engage and enter into an open-ended, multi-year procurement contract (master agreement) with a qualified vendor to provide a web-based queuing management system (QMS) application. The contract must provide a pricing structure for multiple agencies including the capability for separate agency invoices. The initial contract period is for one year, starting on the date of the award, and the selected Vendor must provide a fully operational service by the expiration of the current QMS contract on February 28, 2026. Contract can be renewed for up to four (4) one-year periods subject to Vendor acceptance and Vendor satisfactory performance. Vendor response must include line-item pricing including feature add-ons with clear feature descriptions. The Vendor response must include detailed implementation and training costs, and a detailed timeline for start-up.

B. MAINTENANCE AND SUPPORT SERVICES

1. Vendor is expected to provide any needed upgrades and maintenance for any issues that occur for the duration of the contract.

2. Vendor needs to provide a response time not to exceed twenty-four (24) hours from the time of call/notification unless other arrangements are made with County representative.

C. SCOPE:

1. The qualified vendor shall provide the following:

1.1 Web-based queueing management system application for multiple Broward County agencies at geographically dispersed locations, ranging from approximately 1,000-5,000 users per month (per location or agency, with each location or agency having separate queues specific to that agency’s operation).

a. Consumer Protection: 18,000 users per year

b. Animal Care: 26,000 users per year

c. Building Code: 12,000 users per year

d. Aviation: 60,000 users per year Broward County reserves the right to add/modify agency locations, as well as number of users.

2. No additional County hardware required; no equipment to purchase or lease. Works on existing County hardware.

3. Compatibility with current County network.

4. Works on generic computer equipment, usable on tablet, PC, touchscreen PC, smartphone, and kiosk.

5. Web-based, 100% hosted, no local servers or client software required. Android and iOS apps a plus.

6. Demonstrated evidence of satisfactory performance for governmental entities, to include satisfactory vendor evaluation from governmental agencies.

7. Meets the highest level of security standards and safeguards including compliance with System and Organization Controls 2, Type 2.

8. ADA-supporting functionality meeting Web Content Accessibility Guidelines (WCAG)

2.2 compliance standards.

9. On-board training for staff (on-site or virtual).

10. Dedicated/designated customer service problem resolution support.

11. Plan for and/or demonstrated history of minimized downtime during business hours.

12. Vendor completes the initial setup and installation of the system.

D. FUNCTIONALITY:

Vendors are to complete the attached Specifications and Requirements Checklist to indicate if the Base Package provided is "Out of the Box" including any configuration that may be required, or if the system requires additional/optional service customization /modification, third party software, or an add-on. All Additional/Optional Services should be listed and priced on the Price Sheet.

1. Customers can schedule, modify, or cancel appointments remotely using their digital device (phone, computer, or tablet using a sign-up URL or QR code and their preferred mobile or internet service provider) or onsite directly through the system kiosk, choosing from available time slots for their requested queue.

2. Customer-facing virtual status page that allows customers to track and manage their visit, including options to reschedule, cancel, or check-in and receive appointment updates and estimated wait times. Status page format to be fully customizable by each agency’s system administrator allowing for direct communication with customers.

3. Ability for customers to check in and/or wait remotely, in their vehicles or outside, eliminating the need to physically line up at the agency location.

4. Ability for customers to check-in for their appointment, via the selected QMS application through a self-service kiosk, upon arrival. Broward County is responsible for providing Kiosk hardware. Kiosk capability to include customizable, multi-action welcome screen with functionality to make appointments, check in, or access to the status page via QR code.

5. Ability for County staff to access the queue to manage appointments, monitor activity, move customers from one line to another, schedule, reschedule and cancel as needed, and efficiently call customers when it's their turn. County staff ability to manage (create or edit) messaging to customers.

6. Ability for customers to view their current position in the queue, both on wall-mounted displays as well as handheld device(s), and receive notifications via text, email, or phone call when their turn is approaching and when they are summoned for service.

7. Ability for County staff to receive notifications when customers check in for a scheduled appointment, either remotely or on-site.

8. Capability to schedule and send multiple SMS text or email reminders/notifications, fully customizable by staff (pre and post visit, staff to staff and staff to customers).

9. Messaging capabilities through email, SMS, or application status page that allows fully customizable notifications to County staff and external customers including the ability to send links.

10. Ability to track all customer visit events, including wait times that start upon customer check-in.

11. Pre-formatted real-time, detailed web-based management reports regarding staff processing time by queue, e.g. wait time, length of time with customer(s), number of customers per day, week, month, year, and number of customers based on queue and day, and reports with operational employee and customer insights.

12. Ability to integrate with external business intelligence applications, e.g. Microsoft Power BI (directly or through APIs).

13. Ability for County agencies to autonomously set up/create and edit queues without involving vendor.

14. Ability for a customer to make multiple appointments for the same or different queue using the same phone number, email, or other identifier.

15. Queues and instructions available in multiple languages, including English, Spanish, and Haitian-Creole.

16. Ability for County staff to review all past and current customer visits and future appointments.

17. County staff ability to modify a queue (i.e. close the queue for a meeting, etc.) more than thirty (30) days in the future.

18. Customizable data fields, roles, permissions, and workflow processes.

19. Ability to establish role-based system administrator access per County agency location, including services or queues which that location serves and monitors;

including ability to match an employee’s schedule with a specific service availability;

and to limit the availability by location. (Walk-in availability based on employee availability, while appointments are determined by capacity planning.)

20. High messaging character limit meeting the SMS industry standard character limit of 160, and with email and status page messaging limit in excess of 1000 characters.

21. Ability for customer surveys and an embedded link to an internal survey on the status page.

22. Custom fields (i.e. notes) that allow customers to enter important data, e.g. reason for visit, case number, or permit number.

23. Ability to integrate multiple queues within an agency location that have different operational hours and staffing needs, accommodating different services or functions, and facilitated through various users, authorization levels, and settings (example: this station is open for these services during these times, and these are the staff that provide this service).

24. Ability to preview the customer view at different times throughout the day, allowing staff to see what the customer would see.

25. Ability to accept same-day appointments for any available time slot, unless closed or disabled by staff. If walk-in wait time is predicted to exceed closing time, new walk-in appointments will not be allowed.

26. Ability to stop accepting any new appointments for a designated time-period or until reinstated. The system will allow the continued service of current appointments and only allow new appointments after the designated time period ends.

27. Ability for one user/staff member to manage multiple visits simultaneously and switch between them easily, including making an appointment for one customer while serving another.

28. Ability for staff to accept/set up 30 or more appointments for a designated time slot, e.g. appointments for 30 computer stations being managed by one staff member. This may also include concurrent but different service options which may vary depending upon time of day, day of week, and/or specific dates.

29. Ability for staff members to summon any customer in line at any time for a service for which they have access to complete, i.e. allowing staff to take breaks while other staff take over serving and working with customers.

30. Ability to link services/queues at multiple locations, thereby enabling staff to schedule appointments at any location within any of the location systems without having to log out of one location system and log into another location system (toggle between linked locations). This would allow the summoning and servicing of customers at another location from any location.

31. Customizable public display with ability to view multiple data sets on one display screen or kiosk screen.

32. Unlimited usernames/logins for staff at no additional fee.

E. Price Sheet Vendors shall enter description of services and complete the Pricing Sheet as follows:

1. Tier volume pricing for Base Package/License Subscription cost and/or Additional/Optional service up to the following annual visits:

Up To 50,000 Annual Visits

Up To 100,000 Annual Visits, or

Up To 150,000 Annual Visits

2. If the Vendor does not bill based on volume tier pricing, enter an annual unit price for license subscription cost and/or Additional/Optional service.

3. Lump sum pricing shall be provided for implementation and on-board training costs and maintenance and support, per Section B.

Payment for additional/optional services is at the discretion of the County. The County reserves the right to select, some or all, of the additional/optional service costs.

F. WARRANTY

1. The Vendor needs to provide an operational system and to this end, warranty this system against the system defects/downtime.

G. ADDITION/DELETION OF USERNAMES/LOGINS & LOCATIONS

1. The County reserves the right to add usernames/logins and locations (agencies) to this contract. Usernames/Logins and locations (agencies) to be added may result from, but are not limited to, expansions or additions of agencies.

2. The County reserves the right to add/delete usernames/logins and locations from this contract in the event they are no longer used or removed, or as deemed in the best interest of the County. In such events, contract prices will not be adjusted. No guarantee is expressed or implied as to the total quantity of commodities/services to be purchased under any open-end contract.