B08_ANSWERS_TO_QUESTIONS_II_of_II_0002.docx

Solicitation 140P8226Q0004 PERL Virtual Queuing

ANSWERS TO QUESTIONS:

1. PWS 2.1 – Software Requirements (Administrator dashboard; Attendant web application) Please confirm the anticipated number of concurrent Government staff users (attendants, supervisors, and administrators) expected to access the system simultaneously for queue management and operational oversight.

The system is expected to support approximately 20–25 concurrent Government users for queue management and operational oversight.

2. PWS 2.2 – Hardware Requirements (List of kiosks, tablets, displays, signage equipment) Please provide required quantities and anticipated deployment locations for contractor-provided hardware, including check-in kiosks, QR scanning stations, staff tablets, digital signage media players, and display monitors.

The Site will need six (6) sign in kiosks for visitors to sign in to the Virtual Standby system, at least one (1) digital display on a monitor providing directions on how to sign in and utilize the Virtual Standby system, and one (1) additional monitor that displays the current numbers that have recently been called back to check in for the boat through the System located by the entrance to the Site. The Site will also need two (2) additional monitors strategically placed throughout the Site allowing visitors to see the most recent numbers that have been called back within the system to check in for a boat, basically a “now serving” display. The system will need at least one (1) standby callback kiosk, where visitors will self-check-in and clear themselves from the virtual queue. This kiosk must work from 7:30 AM to 3:45 PM with consistent use, durability, and charge to serve the public on a daily basis. The Site will also need one (1) device/tablet that allows the staff to log in, callback visitors when seats are available, provide for manual check-in and sign up for the Virtual Queuing System at the location where boats board. This device also needs support daily operation from 7:30 AM to 3:45 PM with consistent use, durability, and charge to serve the public.

3. PWS 2.0 – Scope of Work (Contractor responsible for internet and network connectivity) Please clarify whether internet connectivity and local network infrastructure will be Government-provided or if the Contractor is expected to furnish and manage all connectivity services required for system operation.

Contractor is expected to furnish and manage all connectivity services required for system operation.

The current system is running off a designated Wi-Fi hotspot but as part of installing and integrating the contracted system, the contractor will be expected to link with, upgrade, and integrate the contracted system in order to provide for full operation. The contractor shall maintain, replace, and upgrade the software, devices, and components of the system in order to provide for efficient operation.

4. PWS 2.1 – Software Requirements (Dedicated SMS phone number and automated notifications) Please provide estimated daily and peak SMS notification volumes, including anticipated notification types such as enrollment confirmation, callback notification, and operational alerts.

The current contract used 1.2 - 1.3 million SMS segments in 2025 for our messaging which includes notification of signing up, calling back for check in, notifications when visitors request extensions for their callback check in window, and other special notifications that we may send out for weather cancellations or other abnormal messages.

About 50% of our visitation rely on the standby queuing system to get on the boats. During our slower days more visitors will use standby whereas 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.

5. PWS 2.1 – Software Requirements (International texting support requirement) Please confirm whether international SMS delivery is required globally or limited to specific geographic regions or carrier networks.

International SMS delivery is required. If visitors do have difficulty connecting due to international cell phone service being a barrier we can help them but being able to utilize the established virtual queuing system will be the most fare and preferred method.

6. PWS 1.1 – Background (Annual visitation levels described) Please provide anticipated peak standby queue enrollment volumes and expected simultaneous active queue participants during peak visitation periods.

Between Christmas and New Year's Day and throughout the summer is when the park sees our highest visitation. We can have 5,000 to 8,000 visitors a day with half of these visitors using the Virtual Standby Queuing System in order to try and get on boats beginning at 7:00 AM and waiting until the last boat departs at 3:30 PM. With only 4060 visitors being able to get on the boats on any given day this means we can have hundreds of visitors waiting in the virtual Queue for hours to try and get on a boat. Peak visitation on any given day is usually between 9:00 AM and 2:30 PM.

7. RFQ Technical Proposal Instructions – System Architecture and Hosted Service Model Please confirm whether Government staff system access must integrate with existing authentication services (e.g., Single Sign-On, Active Directory, or PIV/CAC authentication), or if contractor-managed authentication is acceptable.

Contractor-managed authentication is acceptable. That will need to be able to be available with contractor-provided customer support during our operating hours from 7:00 AM to 3:45 PM HT seven days a week.

8. PWS 2.1 – Administrator Dashboard Requirement Please clarify required reporting capabilities, including operational reports, analytics dashboards, and any required data export formats expected by the Government.

We have benefited 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. All these reports would be ideal to benefit the NPS’s operations and customer service needs.

9. PWS 2.3.3 – Operational Support (System support during operating hours) Please confirm whether specific system uptime or service level availability requirements apply to the hosted virtual queuing system.

The Virtual Queuing System shall be available during operating hours of 7:00 AM to 3:45 PM HST, seven (7) days per week, and the contractor shall provide customer support during these hours.

10. PWS 2.1 – Digital Signage Content Scheduling Capability Please confirm whether digital signage components are intended to integrate with existing Government displays or whether the Contractor should provide a complete standalone signage solution.

The digital signage components should complement current signage and displays and have the ability to be updated or changed if needed through collaboration between the contractor and the NPS staff. Comment by Yang, Lei: Are the current signage and displays furnished by the government?

11. PWS 1.0.1 Purpose / 2.1 Software Requirements (ADA accessibility requirement) Please confirm whether formal accessibility certification or third-party ADA/WCAG compliance documentation is required as part of proposal submission.

The system needs to provide for accessibility through both special needs and multiple language translation components in order to adequately serve the widest audience possible. The NPS staff is willing to work with the contractor to provide for this. Comment by Yang, Lei: Is formal accessibility certification or third-party ADA/WCAG compliance documentation required?

12. PWS §2.3.1 Installation and Configuration and §6.1 Days and Hours of Operation Please confirm anticipated installation windows, site access constraints, and any security or escort requirements applicable to contractor personnel during onsite deployment.

The NPS staff anticipates at 10-14 business days for installation and integration of the system and its components. The NPS staff also will anticipate at least two training sessions as well as 2 contractor on site integration days to insure the system is up and running and staff have been able to fully utilize and operate the system after installation. NPS staff will provide support to allow all installation components tools and equipment are able to get past security and installed on site without any undue conflict or barriers. Installation staff may have an easier installation process if they can work around peak visitation hours, but the NPS is willing to work with the contractor to allow them to provide for installation and integration of the system when they can be available.