25-0072_Pre-Proposal_Queue Management Systems_slides.pdf

ILLINOIS TOLLWAY

R F P 2 5 - 0 0 7 2

Q u e u e M a n a g e m e n t Sy s t e m s P re - P r o p o s a l M e e t i n g

Bid 25-557THA-INFOT-B-48801 Procurement Department

February 20, 2026 at 10:30 a.m.

Please sign into the meeting via TEAMS Chat.

This meeting is being recorded Attendance is not mandatory.

Presented on February 20, 2026

AGENDA

• Introduction and General RFP Requirements

• Connie Ponce, Tollway Goods and Services Procurement Department

• Business Enterprise Program and Veteran Business Program

• Donielle Hines, Tollway Compliance Department

• RFP Specifications and Scope

• Tim Grunert, Tollway Information Technology

• Questions

AT TENDEE INSTRUCTIONS

• All attendees please sign into TEAMS via chat with attendee name, company name, company affiliation and contact email address.

• This presentation is being recorded and will be available as part of the pre-conference addenda, also a complete list of attendees will be included and available in the next few days.

• Attendee audio feature will not be activated during this pre-proposal meeting.

• You can submit questions in the Chat feature that will be addressed as time allows at the end of the meeting.

SUBMIT TAL OF WRIT TEN QUESTIONS

• All contact by prospective offerors shall be sent to the Senior Buyer; Connie Ponce, at cponce@getipass.com.

• All questions shall be in writing and sent to Connie Ponce and received no later than Tuesday, March 4, 2026, at 2:00 p.m.

• The Tollway will provide written responses to questions received via an amendment to the solicitation in BidBuy

• Monitor BidBuy for all amendments posted (#B-48801) mailto:nsnow@getipass.com

PROPOSAL SUBMISSION DUE DATE AND TIME

• The Proposal submission Due Date is March 13, at 10:30 AM Central Time

• All proposals must be submitted electronically in BidBuy:

• B-48801 for Queue Management Systems and All Required Forms

• Please see CPO Notice 2023.12 Electronic Submission of IFBs and RFPs.

https://cpo-general.illinois.gov/content/dam/soi/en/web/cpo-general/general/documents/cpo-notice-2023.12-electronic-submission.pdf

• Proposals received after the due date/time will not be accepted.

• For assistance with BidBuy, contact the BidBuy Help Desk: il.bidbuy@illinois.gov

Please Do Not wait until the final hour to access bid buy, prior to the proposal due date

Presented on February 20, 2026 https://cpo-general.illinois.gov/content/dam/soi/en/web/cpo-general/general/documents/cpo-notice-2023.12-electronic-submission.pdf https://cpo-general.illinois.gov/content/dam/soi/en/web/cpo-general/general/documents/cpo-notice-2023.12-electronic-submission.pdf mailto:il.bidbuy@illinois.gov

PROPOSAL SUBMISSION HIGHLIGHTS

Bid Packet Organization

• Offerors are required to follow without exception the offeror response organization as outlined RFP document.

• Offers are to be submitted and uploaded into BidBuy, all packet title and content requirements are listed and detailed in the RFP. All files shall be submitted in BidBuy Bid #B-48801, See Section F of the RFP document.

• Pricing shall be submitted in BidBuy Only.

R E Q U I R E D D O C U M E N T S T O C O M P L E T E A N D S U B M I T

RFP Section C.1 The Offeror shall submit the listed documents in Bid Buy under the Attachments tab in the appropriate

“Required Attachments” spaces.

• Vendor Disclosure or IPG Active Registered Vendor Disclosure

• Offer to State (Including Subcontractor Disclosure and Where Services are to be Performed, found in Bid Buy Attachments.)

• Technical Response

• Commitment to Diversity

BEP Utilization Plan

VBP Utilization Plan

• Pricing in the BidBuy Items Only

R E Q U I R E D D O C U M E N T S T O C O M P L E T E A N D S U B M I T

F I N A N C I A L D I S C L O S U R E S

Copying and pasting existing slides into new presentation

Vendor Disclosure (Formerly Forms A) or IPG Active Registered Vendor Disclosure (Formerly Forms B)

• Vendors utilizing “Forms B” must be registered specifically with the Illinois

Procurement Gateway to be deemed responsive Verify that you are registered with the Illinois Procurement Gateway (IPG) on the IPG homepage (https://ipg.vendorreg.com). Search for your Business Name. If your company does not appear in the search results, you are not registered in the IPG.

To use FORMS B, vendors must be listed in the “Registered Vendor Directory” and provide a valid registration number with expiration date from the Illinois Procurement Gateway.

Registration information from other government entities will not be accepted.

• If your company is not listed in the IPG Registered Vendor Directory you must utilize the “FORMS A” option to meet the certification and disclosure requirements https://owa.tollway.state.il.us/owa/redir.aspx?REF=LWeOHKqTUJl4yZFU70TFv1lz1FvrA4MSH1ryVj80DPLApmqwuMrXCAFodHRwczovL2lwZy52ZW5kb3JyZWcuY29tLw..

A D D I T I O N A L R E Q U I R E D D O C U M E N T S T O C O M P L E T E A N D S U B M I T

Copying and pasting existing slides into new presentation

Registration Conditions

• State Board of Elections requirement

• Any Bidder over $50,000.00 must be registered with the Board of Elections

• https://www.elections.il.gov/

• Secretary of State- Illinois Registration

• Bidder must be registered with SOS unless the offeror is exempt under the Business Contracts Act.

• https://www.ilsos.gov/departments/business_services/home.html

• Illinois Department of Human Rights

• Must have IDHR# if firm has 15 or more employees.

• https://www2.Illinois.gov/dhr/Pages/default.aspx

Presented on February 20, 2026 https://www.elections.il.gov/ https://www.ilsos.gov/departments/ https://www2.illinois.gov/dhr/Pages/default.aspx

PROPOSAL EVALUATION/SCORING

Proposals will undergo a responsiveness review to determine compliance with submittal document requirements. All proposals that successfully pass responsiveness review will be eligible for scored evaluations.

Total number of overall achievable points: 295

• Technical Elements: 52

• Commitment to Diversity Elements: 40 Offerors must receive a minimum 73.6 points in the Responsive Elements to be considered for oral presentation, price evaluation and award.

• Oral Presentation: 150

• Pricing: 53

Maximum Price Points X (Lowest Price/Offeror’s Price) = Total Price Points

Tollway Compliance Requirements Donielle Hines

Contract Compliance Analyst

BUSINESS ENTERPRISE PROGRAM and

VETERAN BUSINESS PROGRAM

Business Enterprise Program (BEP) goal: 11% Veteran Business Program (VBP) goal: 1%

Utilization Plan can be found at:

https://cei.illinois.gov/content/dam/soi/en/web/cei/documents/U-Plan V.25.1.pdf

Vendor search of certified firms at:

https://supplierdiversitymanagementportal.illinois.gov/home.aspx

Presented on February 20, 2026 https://cei.illinois.gov/content/dam/soi/en/web/cei/documents/U-Plan%20V.24.1.pdf https://supplierdiversitymanagementportal.illinois.gov/home.aspx

VETERAN BUSINESS PROGRAM

Special Note: NIGP Codes

• Prime vendors that aren't self‐performing BEP/VBP firms must select certified BEP/VBP subcontractors registered in at least one of the solicitation’s NIGP codes for their Utilization Plan (U‐Plan).

• If a non‐self‐ performing prime vendor wishes to use BEP/VBP subcontractors not registered in any of the solicitation’s NIGP codes, it must submit a revision request to the Agency/PIHE using the NIGP Code Revision Request Form at least 7 calendar days before the bid opening date and obtain approval.

• A non‐ self‐performing prime vendor may request to use different NIGP codes to identify BEP/VBP firms that can perform a commercially useful function under the resulting contract, as defined in the U‐Plan, through direct participation via the NIGP Code Revision Request Form.

Special Note: NIGP Codes

• Primes that are self‐performing certified BEP/VBP firms must be registered in all of the solicitation’s NIGP codes if they intend to perform the entire scope of the contract themselves.

• If a BEP/VBP firm not certified in all of the solicitation’s NIGP codes wishes to self‐perform, it must submit a revision request to the purchasing agency/PIHE using the NIGP Code Revision Request Form at least 7 calendar days before the bid opening date and obtain approval.

• Using the NIGP Code Revision Request Form, a self‐ performing certified BEP/VBP prime vendor not registered in all of the codes originally listed in the solicitation may submit a revision request if it can perform a commercially useful function under the resulting contract through direct participation, as defined in the U‐Plan.

Special Note: U-Plan

• For more details, please reference the Utilization Plan V.25.1 page 17

BEP/VOSB/SDVOSB Certifications Illinois Department of Central Management Services

• Commission on Equity and Inclusion (CEI)

Required Documentation:

Vendors must submit a Utilization Plan for each goal program

• Indicate how they will meet the goal or provide good faith efforts

• Complete Letter of Intent for each vendor in the plan

Utilization Plan form can be found at: https://cei.illinois.gov/content/dam/soi/en/web/cei/documents/U- Plan%20V.25.1.pdf

Vendor search of certified firms found at: https://supplierdiversitymanagementportal.illinois.gov/home.aspx

Presented on February 20, 2026 https://cei.illinois.gov/content/dam/soi/en/web/cei/documents/U-Plan%20V.25.1.pdf https://cei.illinois.gov/content/dam/soi/en/web/cei/documents/U-Plan%20V.25.1.pdf https://supplierdiversitymanagementportal.illinois.gov/home.aspx

BEP Liaison: Yvette Riley Phone: 312-814-1089 Email: Yvette.riley2@Illinois.gov

VOSB Liaison: Elias Ricks Ngwayah II Phone: 331-238-0334 Email: Engwayah@getipass.com

RFP Specifications and Scope Tollway Information Technology Department

Tim Grunert, IT Business Analyst

RFP SPECIF ICATIONS: GOAL AND EXPECTATIONS

The Illinois State Toll Highway Authority (Illinois Tollway) is seeking a qualified vendor to provide a modern and efficient Queue Management System (QMS) solution for its Headquarters located at 2700 Ogden Avenue. The proposed solution will include interactive touch-screen Kiosks that allow customers to easily engage with the system and obtain a service ticket. The system should display clear guidance to customers, directing them to the appropriate customer service representative when their queue number is called.

The new system must feature modern ticketing capabilities, including digital mobile (cell) notification and print options, as well as real-time display updates showing customers their queue position and corresponding service counter or representative. The goal is to enhance the customer experience by streamlining service interactions, reducing wait times, and improving communication within the service center.

This project aims to replace the existing queue management system currently in use at the Illinois Tollway Headquarters. The existing system is outdated, out of warranty, and experiencing technical issues with electronic displays and service window sequencing. These issues have required additional staffing to manually direct customers, resulting in inefficiencies and inconsistent customer service.

By implementing a new, technologically advanced Queue Management System, the Illinois Tollway seeks to improve system reliability, enhance operational efficiency, and provide customers with a seamless and user-friendly service experience.

RFP SPECIF ICATIONS: BACKGROUND

The Illinois Tollway seeks to replace its existing Queue Management System (QMS) at Headquarters with a modern, efficient, and technology-drive solution. The current system is outdated, lacks vendor support, and frequently experiences technical issues with its electronic displays and service window remotes. These recurring malfunctions have resulted in improper customer sequencing and the need for staff to manually guide customers, leading to delays and reduced service efficiency.

In addition, the current system relies heavily on manual paper tickets, which are prone to synchronization errors caused by issues with agent controllers.

These technical limitations have disrupted the flow of customer service operations and increased the administrative burden on staff.

To address these challenges, the Illinois Tollway’s Information Technology team intends to implement a modern Queue Management System that integrates enhanced digital display monitors and supports mobile notifications to alert customers when it is their turn to be served. The new system will also retain a paper ticketing option for customers without mobile devices, ensuring accessibility for all. The upgraded display monitors will provide real-time updates, allowing customers to track their queue status easily and know when and where to report for service.

This new solution will also enable improved customer tracking throughout the service process, allowing the Illinois Tollway to collect valuable data on customer interactions and service needs. The insights gained will help improve operational decision-making, resource allocation, and overall customer satisfaction.

By deploying this modernized Queue Management System, The Illinois Tollway aims to enhance operational efficiency, reduce customer wait times, and deliver a smoother, more responsive service experience for all visitors at Headquarters.

RFP SPECIF ICATIONS: - OVERVIEW

TERM OF THIS CONTRACT: The contract resulting from this procurement will have an initial term of five (5) years and renewal term of five (5) years.

The start date expected is June 1, 2026

This will conclude the specifications overview.

RFP SPECIF ICATIONS: PRICING

• All Pricing MUST be submitted in BidBuy.

• There is not an additional Price sheet for this solicitation, all pricing should be entered into BidBuy in the line items tab.

• The pricing on BidBuy line items locks automatically.

• Price entries on the Items tab will be locked automatically upon submission of the quote. Entering cost, pricing or discount information in the Alternate Description may result in disqualification. If the agency requires pricing to be submitted in an attachment, Offeror shall upload pricing under the “Required Documents” section on the Attachments tab and check the box “Does the attachment contain any pricing, cost or discount information?”. Failure to check this box allows your pricing to be viewed when bids are opened and will result in disqualification of your offer. NOTE: Do not check “Does the attachment contain any pricing, cost or discount information” if the attachment does NOT include pricing, cost, or discount information.

Presented on February 20, 2026

Presenter Notes Presentation Notes

QUESTIONS

This Photo by Unknown Author is licensed under CC BY-SA-NC

Presented on February 20, 2026

Presenter Notes Presentation Notes Updates and/or changes to the solicitation are posted as an addendum https://taliawhyte.com/2016/11/23/whats-in-a-name-indigenous-people/ https://creativecommons.org/licenses/by-nc-sa/3.0/

THANK YOU