25-0072 Addendum 3 Electronic Bid opening and Questions and Answers Que Mgmt.pdf
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- Attached to
- RFP Queue Management Systems
- Solicitation number
- 25-557THA-INFOT-B-48801
- Issued by
- Illinois
About this file
This Addendum 3 to RFP Contract #25-0072 is issued by the Illinois Tollway for a Queue Management System to be deployed at their Headquarters location in Downers Grove, Illinois. The solicitation requires vendors to provide a complete queue management solution including two operational customer check-in kiosks plus one spare unit, two queue display monitors, and supporting infrastructure for ten customer service counters at the Business Service Center. The system must support configuration for two ADA-designated counters (Counters 1 and 10). The technical bid opening will be conducted electronically via Microsoft Teams as specified in the addendum. Written vendor questions were due by March 4, 2026, at 2:00 PM. The Illinois Tollway seeks the earliest possible implementation with no specific go-live date mandated.
The system must accommodate an average daily customer volume of approximately 231 customers, with peak daily volumes in 2026 ranging from 231 to 374 customers depending on the day of the week, with peak hours occurring between 11:00 AM–2:00 PM and 3:30 PM–5:00 PM CST. Ten customer service representatives operate the front counters during weekdays. Vendors must assume full replacement and installation of all hardware components including display mounting hardware, electrical connections, and network access. SMS notifications should be limited to two messages only ("you will receive a text when it's your turn" and "now serving" alerts), with anticipated usage of 10–20 percent of customers. The Illinois Tollway requires SOC 2 certification for any solution hosting Tollway data, or an Executive Summary acceptable to Tollway security if SOC 2 is unavailable. All hardware must include a minimum three-year warranty. The Tollway has budgeted for this project but will not publish the budget amount; project costs will be determined by meeting RFP requirements. Floor-standing pedestal kiosks are preferred, and all new display mounting hardware must be provided.
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ADDENDUM 3 / 25-0072 Queue Management System
Illinois Tollway 2700 Ogden Avenue │Downers Grove, IL 60515 │ Phone: 630 241.6800
│TTY: 630.241.6988
www.illinoistollway.com
ADDENDUM # 3
RFP
Contract #25-0072 Queue Management Systems BidBuy Reference 25-557THA-INFOT-B-48801
Bid Opening Date: As Published in BidBuy
Please be advised of the following changes to the above-mentioned solicitation:
I. Electronic Bid Opening Details:
The Technical Opening is scheduled for the date and time as published in BidBuy. If interested in participating, participants may join via Microsoft Teams meeting:
Join: https://teams.microsoft.com/meet/23301810968362?p=UNTvxQ919MQlz6Xpfa Meeting ID: 233 018 109 683 62 Passcode: fD6Aq2mi Need help? | System reference Dial in by phone +1 323-486-3157,631181670# United States, Los Angeles Find a local number Phone conference ID: 631 181 670# For organizers: Meeting options | Reset dial-in PIN
II. Questions and Answers: The following are questions received from Vendors and responses from the Illinois Tollway pursuant to the question-and-answer portion of the above-mentioned solicitation. The Illinois Tollway has provided its answers accordingly.
1. Question: Is the deployment limited to the Headquarters location only, or should vendors structure pricing to accommodate potential expansion to additional Tollway service centers during the contract term?
Answer: Headquarters only
2. Question: How many total service counters/windows currently exist within the Headquarters Business
Service Center, and should the system support dynamic configuration of ADA-designated service counters?
Answer: Headquarters has ten (10) front counter stations at the central administration building, and two (2) counter stations are ADA designed (lower seating); the new system should support configuration for ADA designed service counters.
3. Question: What is the current average daily customer volume and peak daily volume at the Headquarters service center?
Answer: Based on the reports Business Services receive the daily average is about 231 customers per day.
https://teams.microsoft.com/meet/23301810968362?p=UNTvxQ919MQlz6Xpfa https://aka.ms/JoinTeamsMeeting?omkt=en-US https://teams.microsoft.com/l/meetup-join/19%3ameeting_NDFlY2Q0ZGItMmJmYS00NGQwLTk2YjEtZTNjMTU0MzVlNGVm%40thread.v2/0?context=%7b%22Tid%22%3a%2248475f88-04d3-4aa6-ae94-21dcfec788aa%22%2c%22Oid%22%3a%2249d1c492-45d1-4033-af33-1a98139247c9%22%7d tel:+13234863157,,631181670 https://dialin.teams.microsoft.com/df0360ba-29b0-40af-958c-29c09abc0671?id=631181670 https://teams.microsoft.com/meetingOptions/?organizerId=49d1c492-45d1-4033-af33-1a98139247c9&tenantId=48475f88-04d3-4aa6-ae94-21dcfec788aa&threadId=19_meeting_NDFlY2Q0ZGItMmJmYS00NGQwLTk2YjEtZTNjMTU0MzVlNGVm@thread.v2&messageId=0&language=en-US https://dialin.teams.microsoft.com/usp/pstnconferencing
Illinois Tollway 2700 Ogden Avenue │Downers Grove, IL 60515 │ Phone: 630 241.6800
│TTY: 630.241.6988
www.illinoistollway.com
Peak hours are typically between 11AM-2PM CST and 3:30 PM-5 PM CST, but we can obtain databases on our reports.
Peak Daily Volume for 2026 is as follows:
Monday: 296 Tuesday: 304 Wednesday: 238 Thursday: 231 Friday: 374
4. Question: How many concurrent administrative or agent users are expected to utilize the queue management system?
Answer: Business Services have 10 customer Service Representatives (CSRs) assigned to the front counter daily during the work week
5. Question: Can the Tollway provide an estimated monthly SMS message volume for pricing purposes, and confirm whether SMS messaging will be limited to “now serving” notifications or if additional notifications (e.g., confirmations or reminders) are expected?
Answer: Due to Business Services’ current volumes, most people will elect to wait in the center for their number to be called vs. leaving and receiving a text message. But Tollway would like this option for times when the service center is busy, so customers have the option of waiting outside. Probably 10-20% would take this option, unless there is a situation like the pandemic again, then a large percentage of people would take this option. Service Center traffic is hard to predict. SMS messages should only be limited to “you will receive a text when it’s your turn” and “now serving xxx at counter 10”. We are not looking for multiple text messages to be sent to the customers. The language used above is generic and for illustrative purposes only.
6. Question: Please confirm the expected number of customer check in kiosk, queue display monitors, customer service counters required for the Headquarters deployment.
Answer:
a. Customer check-in kiosk 2 operational and 1 spare, so a total of 3.
b. Queue display monitors 2
c. Customer service counters 10 customer service counters
7. Question: Will existing infrastructure such as network cabling, display mounting hardware, and electrical connections be reused, or should vendors assume full replacement and installation of all hardware components?
Answer: Assume full replacement and run of Display mounting hardware, electrical connections, and network access.
8. Question: Does the Tollway prefer a SaaS-hosted solution, or should vendors propose an on-premises deployment within the Tollway network environment?
Answer: Propose best system Tollway does not have a preference.
9. Question: The RFP lists multiple potential certifications (SOC 1, SOC 2, ISO 27001, HIPAA, PCI, CJIS). Which of the listed certifications are considered mandatory for this procurement, and which are optional or applicable only depending on the hosting model?
Illinois Tollway 2700 Ogden Avenue │Downers Grove, IL 60515 │ Phone: 630 241.6800
Answer: If hosting any tollway data SOC2 required. If SOC2 doesn’t exist, then an Executive Summary would need to be reviewed by Tollway security.
10. Question: Does the Tollway have a targeted or preferred go-live date for the new queue management system implementation?
Answer: As soon as possible
11. Question: What are the primary pain points experienced by staff and customers with the current QMS system (beyond the display and sequencing issues noted in the RFP)?
Answer: The current system is challenging to use: the remote controls are very sensitive and if pressed incorrectly, the system goes quickly to the next number, and it is very challenging to reset back to the next number in line. Old Technology which is dated and hard to fix and find parts.
12. Question: When does the current QMS system contract expire, and what is its current annual contract value?
Answer: No contract exists
13. Question: How many active customers service windows/agents are currently in operation at the Business Service Center, and what is the anticipated peak daily customer volume?
Answer: Bus Services has 10 customer service windows/counters.
Based on the reports Business Services receive the daily average is about 231 customers per day. Peak hours are typically between 11AM-2PM CST and 3:30 PM-5 PM CST, but we can obtain databases on our reports.
Peak Daily Volume for 2026 is as follows:
Monday: 296 Tuesday: 304 Wednesday: 238 Thursday: 231 Friday: 374
14. Question: How many service counters/windows are in the Business Service Center (specifically, are Counter 1 and Counter 10 the only ADA-designated counters)?
Answer: Tollway has 10 front counter stations. Counter 1 and counter 10 are ADA designed.
15. Question: F.2.4 requires a "single tenant with an independent multi-tenant database." Can the Tollway clarify whether this means a fully dedicated single-tenant instance, or a logically isolated tenant within a multi-tenant architecture?
Answer: Logically isolated tenant within a multi-tenant architecture is fine.
16. Question: Does the Tollway have existing digital signage infrastructure (mounting hardware, display brackets, media players) that the vendor should plan to reuse, or is all display hardware to be provided new?
Answer: Provide all new mounting hardware
Illinois Tollway 2700 Ogden Avenue │Downers Grove, IL 60515 │ Phone: 630 241.6800
17. Question: Does the Tollway have a preferred kiosk form factor (floor-standing pedestal, countertop, wall-mounted)?
Answer: Floor-standing pedestal
18. Question: Is there a published budget or not-to-exceed amount for this contract that vendors should be aware of?
Answer: This project has been budgeted. The budget for this project is not and will not be published. Meeting the requirements of the RFP will dictate the cost of the system.
19. Question: What is Tollway’s anticipated go-live date for the new system?
Answer: As Soon as possible
20. Question: Please confirm the required warranty period that must be provided for the hardware installed under this contract.
Answer: No less than 3 years
BIDDER MUST ACKNOWLEDGE RECEIPT OF THIS
ADDENDUM IN SECTION B.2 – ILLINOIS TOLLWAY,
ACKNOWLEDGEMENT OF AMENDMENTS.
ALL REVISIONS INSCRIBED HEREIN WILL
BE INCORPORATED INTO THE RFP
SPECIFICATION PER ADDENDUM #3.
| RFP |
| I. Electronic Bid Opening Details: |
| II. Questions and Answers: The following are questions received from Vendors and responses from the Illinois Tollway pursuant to the question-and-answer portion of the above-mentioned solicitation. The Illinois Tollway has provided its answ... |
| BIDDER MUST ACKNOWLEDGE RECEIPT OF THIS ADDENDUM IN SECTION B.2 – ILLINOIS TOLLWAY, ACKNOWLEDGEMENT OF AMENDMENTS. |
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