B08_ANSWERS_TO_QUESTIONS_I_of_II_0002.docx

Solicitation 140P8226Q0004 PERL Virtual Queuing

ANSWERS TO QUESTIONS:

1. Are you actively looking to replace your existing system due to issues or performance, or is this RFQ contractually required after the 4th Year of your current contract with the existing system.

The current queuing system, acquired by our partner Pacific Historic Parks (PHP), began as a test run and has enhanced the visitor experience and improved operational efficiency. The National Park Service (NPS) recognizes these benefits and intends to assume responsibility for this service. This transition is not related to contractor performance but rather reflects NPS assuming responsibility for the same type of service moving forward.

2. How many Users does your system require? (Staff members who will be actively Checking In and Calling the Customers) The current system has at six (6) staff assisting visitors with signing in and getting called back and checked in throughout any given day. The number of staff along with volunteer support can expand the number using this system on any given day when additional staffing support is available.

3. The RFQ mentions a Kiosk, but no details are given. Does this RFQ require a Kiosk in the Quote and if so, how many and for what purpose will the Kiosk serve?

The current system has six (6) sign in kiosks that hold tablets that allow visitors to sign in to the virtual queue using a QR code with their phone or an open interactive screen, which requires the guest to enter a name, the number in their party (up to six), and their telephone number so that they can receive their text that will call them back when we are going to be able to shortly get them on a boat. We are also looking at installing at least one (1) check in kiosk that will allow visitors that have been called back to check themselves in and clear their party out of the virtual queue. These are the kiosks we are looking to have installed as part of the system. The demands at sign in are more with the filling out of information then the checking in and clearing from the system.

4. What are your current Weekly, Monthly, and Annual Visit numbers?

Annual 1,609,000; Monthly averages 134,086 (with peak months bumping over 160,000) ; Weekly averages just under 31,000 (with the week between Christmas Day and New Year's Day peaking at closer to 45,000 - 50,000 for our busiest week of the year)

a. How many of these Visits require the Standby Queue?

About 50% of our visitation rely on standby to get on the boats. During our slower days more visitors will use standby where as in our peak seasons there will be a lot of use of the standby but less of those using standby will get on to any individual boat resulting in their wait time increasing while int the standby system. If every boat is full only 4060 visitors will be able to get on a boat and go to the Memorial thus on our busiest days when we can have between 6,000 and 8,000 visitors we will not be able to get everyone to the Memorial and have those that were hoping to get on without reservations and were waiting in the virtual queue for lengthy periods of time turned away or step away because they are not wanting to wait any longer.

2. Is it safe to assume that Pre-purchased ticket customers will NOT be a part of the Standby Queue?

For the most part, this statement is accurate: “Pre-purchased ticket customers will NOT be part of the Standby Queue.” Exceptions may occur due to boat cancellations (e.g., weather or mechanical issues), visitors attempting to board earlier boats, or visitors who missed their scheduled departure. In these cases, visitors with pre-purchased reservations may join the Standby Queue. On very busy days, long standby lines generally discourage visitors from attempting to board earlier than their reserved time.

5. How many SMS messages do you send Annually with your current Standby Queue? (This number is needed to calculate SMS usage needed) The current contract used approximately 1.2–1.3 million SMS segments in 2025 for visitor messaging. These messages include notifications confirming queue sign-up, callback notifications for check-in, alerts when visitors request extensions to their callback check-in window, and other notifications related to weather cancellations or other special circumstances.

6. Does your workflow require the Queue system to allow for filling out of forms, or is that a separate system?

The system requires the visitor to request a specific language, fill in a name, their phone number, and a number within their party (up to 6).

7. Do you have an Annual Budget Cap for this system? If so, what is that Cap?

The Government does not have a specific annual budget cap to disclose for this requirement. Vendors should propose pricing based on the requirements outlined in the solicitation.

8. Do you require any kind of Reporting features?

We have benefitted from reporting including; the number of visitors using the system (on a daily, monthly, annual basis), how long visitors waited on average before being called back, what languages were used by visitors using the system, how many groups and how many visitors are currently waiting in the virtual queue, and how many guests we served by the system.

9. You list in the Background section that Annual visitation consistently ranges between 1.5 and 1.7 million visitors. Is the goal to have the Queue Management System manage all of those visitations, or are some of them managed through the NPS appointment system; therefore, the new QMS system would only manage walk-in visitors without appointments. If so, what would that number approximately be?

The NPS can accommodate approximately 1.469 million visitors to the Memorial annually. About half of these visitors use the online reservation system or tour companies with access to reservations to board the boats. The contracted Virtual Queuing System serves the remaining visitors, including those who attempt to board during busy periods but are unable to due to limited space. Not being able to board a boat does not preclude visitors from using the virtual queuing system. Overall, the system is expected to be used by approximately 800,000 to 1.2 million visitors annually.

10. Under the Scope of Work section, it lists that systems shall be capable of supporting on-site validation for boarding. Is there a preference for what that means of validation is?

This process refers to validating that visitors have signed up and been called back within the Virtual Queuing System. Once validated, they are cleared from the virtual queue and allowed to board as soon as space is available. The current system provides a link in the callback text, which displays the visitor’s queue number and a QR code for validation. Tablets are used to scan the QR code or the queue number can be manually entered to validate and clear visitors from the system. This method has proven effective for efficiently calling visitors and clearing them from the queue.

11. Under the Software Requirements section, digital signage content scheduling is listed. Can you please give more detail around what you need in terms of digital signage capabilities?

The system will assist visitors by providing a digital screen that explains how to sign up for the standby process and what to expect once enrolled. Separate monitors will display the most recently called queue numbers, helping visitors understand their place in line and better assess whether they may be called back soon or still have time to explore while waiting.

12. PWS 2.0 states Hardware provisioning and installation- Please clarify if the request is for onsite physical installation or installation of software on the hardware prior to shipment.

This is referring to the contractor making sure both physical hardware and necessary software are installed and provided for to support full integration and operation of the virtual queuing system.

13. PWS2.0 states Internet and network connectivity required for system operations - the requested solution is a cloud-based application. Are you requesting connectivity for the all hardware components to the cloud applications? If so, please provide the physical layout of the site spaces for installation as our recollection from visiting is the area is site large and may exceed a single wifi hotspot device and additionally may not be easily wired for a closed network. Additionally, will the NPS location so close to the Naval Base will commercial cellular connections and ad-hoc wireless networks be authorized for deployment and not be subject to Naval interference.

The current system includes a Wi-Fi hotspot at the callback/check-in location and an additional hotspot for the six sign-up tablets near the site entrance. A similar setup is expected under the new contract. If an alternative configuration is required, the installation, integration, and maintenance of the new system components should be included in the contractor’s proposal and installation plan.

14. PWS 2.2

a. Please clarify quantities per device type mentioned

• Touchscreen check-in kiosks (iPad or equivalent) At least two (2) for staff to use to validate and check in standby visitors who have been called back. Will need these to be able to be used throughout the day with sufficient charge from 7 AM to 3:30 PM on a daily basis.

• QR code scanning kiosks Six (6) kiosks shall be installed near the entrance to allow visitors to sign up for standby as they enter the Site

• Mini tablets for staff queue management At least two (2) devices should be available for staff to use for callback and check-in of standby visitors, separate from the kiosks. This is typically needed for visitors with foreign phone numbers or connectivity issues. The devices must be able to operate throughout the day, with sufficient battery to last from 7:00 AM to 3:30 PM on a daily basis

• Digital signage media players At least one (1) that will be on display near the entrance to assist visitors to understand the virtual standby system

• LCD monitors displaying standby numbers Two to three (2-3) that will be mounted at key locations throughout the Site to help visitors to assess how far back they may be in line and better utilize the time in between signing up and getting called back.

• Kiosk stands (weighted, non-rolling and rolling as required) At least seven (7) support stands for the six (6) standby sign-in stations and the one (1) standby callback/check in location.

• HDMI cables and surge protection Adequate cables to support wifi connection, sign up stations, and callback/check in location at least nine.

a. Please clarify what a QR code scanning kiosk will be used for as all other components are fairly self explanatory or is this implying an accessory to the ipad/equivalent or staff mini tablet?

This station is highlighting some sort of station/kiosk that is utilized to allow visitors who have been called back to check in and remove themselves from the standby queue. The current system sends a link within the callback text that when opened provides their queue number and a QR code that can be scanned as they check in where upon they will be removed from the virtual queue.

a. What type of accessories are needed for the two mentioned kiosks?

15. We understand all devices will be outside. Is there a desire for a protective case and any additional details to be considered.

Protective cases are required. These devices will be used on a daily basis by multiple staff in order to support up to 4060 visitors a day and will need to be protected in order to meet this expectation. Heavy duty charging cables with plugs will also be needed. The maintenance and service support for this contract should include the maintenance for software updates and replacement of the devices and additional equipment that is needed to provide for the operation of the system.

16. Will the staff kiosk need to be mounted on a stand or equipped with a case with a shoulder strap?

The kiosk station used to check in those called back for standby as well as the six (6) sign in stations will work best with a support stand. The tablets used by staff to call back and manually check in the those in the virtual queue or who have been called back will need a protective case and can have other resources to provide for the protection as well as mobile use of the device at the validation/check in station.

17. A kiosk stand is mentioned both with and without rolling capability, which type is required or if both please clarify quantities.

The stand at the standby check in location will benefit from portability thus a rolling support would be helpful. The kiosks for the six (6) sign in stations would need to be permanently mounted and not need rollers.

18. Should all kiosks be battery operated or is there a nearby power source?

The six (6) sign-in kiosks would be located where they can be directly connected to power. The kiosk at the Standby callback/check-in station has nearby power but needs to be more mobile, so it would benefit from a battery and charging station.

19. What dimensions are desired for the LCD monitors and are there existing mounts in place?

Desired LCD monitors could be 36–43 inches. Existing mounting locations can accommodate the instructional digital signage and one of the two locations for displaying recently called queue numbers. An additional mounting location would need to be installed near the museums for the second display.

20. In this section you state, “All hardware shall be maintained in good working order and replaced or repaired as necessary.”

3. On the pricing exhibit you list a line item for iPad/tablet replacement.

3. On the pricing exhibit you also include the hardware in the same line items as an annual subscription.

a. Would you please clarify expectations around hardware acquisition & maintenance expectation? For example, is the intention to outright purchase the hardware and include a maintenance or warranty.

The contract brings forward that the initial set up and then possible replacement of equipment for the operation of the Virtual Queuing System should be part of the contract.

b. We also understand all components will be in outdoor elements yet you mention a brand name product of an ipad which is not commercially designed for continuous outdoor usage. What expectations for maintenance or warranty does the government have for devices being used outside of their designed intention.

Although the equipment is used outdoors, it is placed in a covered patio area during operation and then secured or covered overnight to protect it when not in use. This reflects the current setup; if a more secure design is proposed, it may be implemented upon award of the contract.

21. Would the government consider adjusting the PWS to reflect all Government Furnished Equipment to simplify the contractual relationship for hardware maintenance as the request is somewhat outside standard designed use.

The Government requests that the contractor submit a quote based on their existing system configuration. At this time, the Government cannot confirm which items, if any, will be designated as Government-Furnished Equipment (GFE). Following review of the contractor’s proposal, the Government may update the PWS to identify any approved GFE, which can be documented in the contract at the time of award.

The contractor will be responsible for installation, maintenance, replacement, and ongoing support of the system rather than the NPS. This approach is intended to avoid situations in which equipment becomes unsupported and the maintenance burden shifts to the Government.