34901-01627_Queuing_Amendment_2_Questions_and_Updates.pdf

RFP # 34901-01627 Amendment # 2

STATE OF TENNESSEE

Department of Safety and Homeland Security

REQUEST FOR PROPOSALS # 34901-01627

AMENDMENT # 2

Queuing and Virtual Line Management System

DATE: December 19, 2025

RFP # 34901-01627 IS AMENDED AS FOLLOWS:

1. This RFP Schedule of Events updates and confirms scheduled RFP dates. Any event, time, or date containing revised or new text is highlighted.

EVENT

TIME

(central time zone)

DATE

1. RFP Issued November 17, 2025

2. Disability Accommodation Request Deadline 2:00 p.m. November 20, 2025

3. Pre-response Conference 10:00 a.m. November 21, 2025

4. Notice of Intent to Respond Deadline 2:00 p.m. November 24, 2025

5. Written “Questions & Comments” Deadline 2:00 p.m. December 1, 2025

6. State Response to Written “Questions & Comments”

December 19, 2025

7. Response Deadline 2:00 p.m. January 8, 2026

8. State Completion of Technical Response Evaluations

January 28, 2026

9. State Schedules Field Testing January 30, 2026

10. State Field Testing

February 9-13, 2026

(FIELD TEST #1)

February 23-27, 2026

(FIELD TEST #2)

March 2-6, 2026

(FIELD TEST #3)

11. State Scoring of Field-Testing Results (RFP Attachment 6.2., Section E)

March 9, 2026

12. State Opening & Scoring of Cost Proposals 2:00 p.m. March 10, 2026

13. Cost Negotiations with Central Procurement Office

March 11, 2026

14. State Notice of Intent to Award Released and RFP Files Opened for Public Inspection

3:00 p.m.

March 17, 2026

15. End of Protest Period March 25, 2026

16. State sends contract to Contractor for signature

March 26, 2026

17. Contractor Signature Deadline 2:00 p.m. March 30, 2026

2. State responses to questions and comments in the table below amend and clarify this RFP.

Any restatement of RFP text in the Question/Comment column shall NOT be construed as a change in the actual wording of the RFP document.

RFP

SECTION

Page #

QUESTION/COMMENT STATE RESPONSE

1. As we continue reviewing the RFP, we are finding that the current timeline is challenging with the holiday period and the volume of requirements.

To make sure we can prepare a complete and thoughtful response, we wanted to check if an extension could be added now so we aren’t rushing in the coming weeks. Having this ahead of time would be much more fair than finding out only a few days before the deadline, when we would already be deep into the crunch.

A mid January deadline would allow us to submit a thorough and accurate proposal, and I imagine other vendors may feel the same given the timing. We would truly appreciate any flexibility you can offer.

If the State feels a schedule change is needed, it will issue an amendment to update the schedule.

Section C 27 2. For section C: Technical Qualifications, Experience and Approach, Items C.17 and C.18, both ask to describe how the proposed solution will meet the requirements for Pro Forma Contract Section A.7. Was this duplicated request in error? If not, can you elaborate further on what is expected for C.18 that is different from what is expected for C.17?

The State has amended RFP Section 6.2., Attachment C, items C.17. and C.18. as the items were initially duplicated.

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QUESTION/COMMENT STATE RESPONSE

Section C 27 3. For section C: Technical Qualifications, Experience and Approach, Item C.18, it references Pro Forma Contract Section A.7, Hardware/Software Specific Requirements 6.

There doesn’t appear to be a subsection within A.7 with the title, “Hardware/Software Specific Requirements 6.”

-Can you elaborate further on where we’ll find that section?

Please see the State’s response to question #2.

4. Please confirm that there is no requirement to respond to Section D: Field Test with the initial submission and that it’s solely for the purposes of evaluating the actual field test

Confirmed, Section D will be completed by the States evaluation team members.

Pro Forma A.7.c.

9 5. For Pro Forma Section A.5.B.3 – Do DSCs already have these Display Monitors?

Refer to Pro Forma A.7.c.

The Contractor will be expected to work with the existing display monitors and will not be expected to replace them.

Pro Forma A.8.b.

12 6. For Examiner workstations:

- Do they already have a computing device supplied by the state with a browser that can access the QMS web application, or does the Contractor need to include computing devices for Examiners?

- If so, how many examiner stations are there?

- In either case, will the State manage these computing devices given they are likely connected to the State’s network and other systems?

The State provides examiner workstation computers and are managed by the State. The solution must operate on a State-approved web browser as referenced in Pro Forma Section A.8.b.

Pro Forma A.5.h.

8 7. For Pro Forma Section A.5.H, how many parties could attend a state event and how many state events could there be in a year?

The State estimates up to 500 events per year with 50 parties or more per event.

Pro Forma A.7.c

9 8. For Pro Forma Section A.7.C, can you clarify whether it’s the States goal to have a new QMS solution work with existing hardware for the 46

DSC locations or is it the State’s preference to replace the existing hardware in accordance with the equipment list provided in this section?

The State’s preference is to replace the existing hardware in accordance with the equipment list as provided in Pro Forma Section A.7.c.

Pro Forma A.7.c

9 9. For Pro Forma Section A.7.C, can the counter displays be a LCD screen vs an LED screen?

The State is open to utilizing either an LCD or LED counter display. The counter display must be able to operate independently of the State network.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.7.c

9 10. For Pro Forma Section A.7.C, how many counter displays are required per DSC? This question is to help with costing.

The State requires one (1) counter display per examiner workstation.

Small DSCs (one(1) – seven(7) ) Medium DSCs (eight(8) – eleven(11)) Large DSCs (twelve(12) – twenty-two(22) )

Pro Forma A.7.g.1.i.

11 11. For Pro Forma Section A.7.G.1.i, does each DSC already have a Display Monitor and if so, is the expectation for the Contractor to work with these existing Display Monitors or to replace them?

The Contractor will be expected to work with the existing display monitors and will not be expected to replace them.

12. For each existing DSC, will there be power drops

(plugs) for the Display Monitors and Kiosks already available?

Yes.

13. For each existing DSC, will there be Ethernet ports accessible to the location where kiosks and

Display Monitors will reside?

Yes.

14. Is the State’s preference to use Wi-Fi for the kiosks and display monitors and does each DSC have Wi-Fi routers that can be accessed by the hardware?

Yes, use the State’s Wi-Fi.

No, no routers are accessible by the hardware.

15. How many of the DSCs utilized MVN for the TVs or Display Monitors?

Currently, the State estimates that 20 of the 46 State-owned DSCs utilize

MVN.

16. Is it the States requirement for the Contractor to integrate their QMS functionality with MVN?

Yes.

Pro Forma A.7.j.

12 17. For Pro Forma Section A.7.J, how many DSCs have existing audio amplifiers and ceiling/wall mounted speakers? Can the Contractor re-purpose the audio amplifiers and speakers or is the requirement to replace any existing audio hardware (amp, speakers)?

All 46 have existing audio equipment.

Yes, the Contractor can re-purpose the audio equipment as long as it works with their solution.

Pro Forma A.7.j.

12 18. For Pro Forma Section A.7.J, is the size of the small and medium DSCs such that the TV or

Display Monitors’ audio speakers will be sufficient to provide audio for the waiting area?

Yes.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.8.d.

13 19. For Pro Forma Section A.8.D, can the State provide the total number of expected SMS segments to help Contractors provide a SMS Text

Plan as per this section? For example, if the State servers 2.8M customers/year and each customer is expected to receive 3 SMS notifications

(“welcome,” “ready in 30-min”, and “now serving”), then that would be 8.4 million SMS segments. Can the State confirm it will need approximately 8.4 million SMS segments or some other number?

The State estimates 7.9 million annually.

Pro Forma A.10.

16 20. For Pro Forma Section A.10, how is Remodeling different from Relocating in terms of the

Contractor’s responsibility? They both seem to require uninstalling and re-installing the equipment, so are they only different in that

Relocation has transportation costs between the old and new facility, while Remodeling has transportation to storage, storage during the remodeling, and transportation back to the same location for the equipment to be reinstalled?

The State agrees with the stated difference in remodel versus relocation.

Pro Forma A.10.

16 21. For Pro Forma Section A.10, Is there a need to replace any equipment in a remodel and if so, please specify the equipment that would likely need to be replaced?

The State believes replacement equipment should not be necessary in a remodel but this will be determined on a case- by- case basis at the time remodel services are requested.

Pro Forma A.13.b.(3).v.

21 22. For Pro Forma Section A.13.B.3.V. can you clarify the purpose of this clause? For example, does the

State want to approve/demy the Contractor hiring a VP Finance, a marketing person, a summer intern, etc?

The State reserves the right to approve or deny any Contractor personnel that will have a direct role regarding the awarded contract to perform services to the State of Tennessee.

Pro Forma A.13.b.

(4).(2).

23 23. For Pro Forma Section A.13.B.4.2, can you confirm the math that the requirement is 24 hours x 60 min x 7 days = 10,080 min and that of those 10,080 minutes, the QMS availability is

10,079, so there can be 1 min of down time in a week?

Outside of an approved maintenance window, this math is correct as written. The State is amending Pro

Forma Section A.13.b.4.2.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.13.b.

(4).(2).

23 24. For Pro Forma Section A.13.B.4.2, if there is only

1 min of down time permitted in a week, what is the expectation for maintenance which will typically take longer than 1 min?

Please reference the amended Pro Forma Section A.13.b.4.2.

Pro Forma A.13.b.

(4).(2).

23 25. For Pro Forma Section A.13.B.4.2, if there is a service update or an outage in the middle of the night that affected no one, will the state require a prorated credit as per the clause?

Only for outages. The prorated credit would not apply to any planned service updates for maintenance.

Pro Forma A.13.b.

(4).(2).

23 26. For Pro Forma Section A.13.B.4.2, if there is an interruption that only affects one DSC, does the service credit formula prorate based on the number of locations affected? For example, if the total monthly fee is “A” for all 46 locations, and only 1 location is affected, then with the service credit formula be such that the credit is based on

1/46 the value of “A”?

The State expects the full-service credit.

Pro Forma A.13.b.

(4).(2).

23 27. For Pro Forma Section A.13.B.4.2, can you provide the formula that would be used to determine the pro-rated service credit?

The State expects the pro-rated service credit to be applied for each hour (60 minutes) that the service interruption is in effect.

Pro Forma B.1.

26 28. For Pro Forma Section B.1, can you confirm that the clause should read 36-months?

Yes, this contract will be a thirty-six

(36) month contract followed by an additional two (2), twelve (12) month renewal options which would extend the contract to a maximum of sixty

(60) months.

Pro Forma E.2

39 29. For Pro Forma Section E.2, can you clarify what is meant by “goods”? Section E.7.B.1 outlines that title and interest in the Contractor-Owned

Software remains with the Contractor, so this reads like Contractor-Owned Software is excluded from the definition of “goods.” As such, does the term “goods” refer only to the hardware? If not, please clarify.

The State disagrees with excluding Contractor-Owned software as a “good.”

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QUESTION/COMMENT STATE RESPONSE

Pro Forma E.2

39 30. For Pro Forma Section E.2, the State implies throughout the Pro Forma that the Contractor owns the hardware and is licensing its use to the

State for a monthly fee vs the State purchasing the hardware outright. Please confirm who owns the kiosks, display monitors, printers, rack kits, etc. If the state owns the hardware, then why is the cost based on a monthly fee and is the

Contractor expected to amortize the hardware costs over 36-months payment?

The Contractor supplied hardware belongs to the Contractor and is not being purchased by the State. The decision on amortization is the Contractor’s to determine.

Pro Forma E.2

39 31. For Pro Forma Section E.2. if the state expects the

Contractor to amortize the cost of hardware over

36 monthly payments, then how will ownership be determined in the event the state doesn’t receive funding for example month 13, at which point only 1/3 of the hardware costs would have been amortized and paid for by the State?

The State is not purchasing hardware.

The Contractor-supplied hardware is and remains property of the Contractor. See the State’s response to question #30.

Pro Forma E.7.a.(2).

40 32. For Pro Forma Section E.7.A.2, can you confirm that a feature request by the State, that is built into the Contractor-Owned Software, would NOT be considered Custom-Developed Application

Software?

If the feature is one regularly available to all other product users, then presumably it would fall into “Contractor-Owned Software”;

however, if the feature is customized and developed specifically for Tennessee and is not regularly available to all other product users, then it would fall into “Custom- Developed Application Software” and be subject to the terms of E.7.

Pro Forma A.5.g(2).i.

8 33. Please confirm whether the virtual waiting room is required to be available at every DSC at go-live

(vs phased) and whether it is included in the base

QMS scope (not an optional add-on).

Yes to both.

Pro Forma A.5.g(2).i.

8 34. For the QR check-in, please confirm the expected customer flow: does QR check-in place the customer into a walk-in queue, allow appointment scheduling, or both?

Currently, both.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.5.g(2).i.

8 35. Please confirm whether customers must be able to complete the virtual check-in without downloading an app (e.g., QR → web form + SMS ticket).

Yes. Check-in must be completed without downloading an application.

Pro Forma A.5.g(2).i.

8 36. Please define who controls/updates the

“designated check-in questions” and whether there are requirements for multilingual or accessibility support for the QR flow.

The State controls/updates the “designated check-in questions.”

Currently, there are no requirements for multilingual or accessibility support for the QR flow.

Pro Forma A.5.g(2).i.

8 37. Please clarify what “designated service time” refers to (scheduled appointment time, predicted call time, or another timestamp the State defines)

The “designated service time” refers to the “scheduled appointment time and/or predicted call time.” Please reference Pro Forma A.5.g.(2).(i).

Pro Forma A.5.g(2).ii.

8 38. Is the SMS intended as a reminder, a return-to-lobby message, or both—and what is the required content (ticket #, link, location, ETA, opt-out language)?

Both. The required content will be determined between the State and the awarded Contractor.

Pro Forma A.5.g(2).ii.

8 39. If the customer’s service time changes

(delays/early availability), should the system send multiple updates, and are there any limits or throttling rules?

Currently, the system sends one update, but the State is open to having multiple updates based on current best practices.

Pro Forma A.5.h.(1)-(4)

8 40. For the unique registration link/code, please confirm whether “one-time use” means single registrant per code or single event per code

(usable by multiple registrants until capacity is reached)

Single registrant per code.

8 41. Please clarify whether events require eligibility controls (e.g., invite-only, validation against a roster, or identity verification) beyond “State personnel create the event.”

Validation against a roster. However, certain events will have the capability to allow attendees to check in for a set operating time.

8 42. For mass notifications, please confirm if the State requires both email and SMS (or “either/or”), and whether delivery status reporting is required

(bounces/failed SMS)

Currently, the system sends email notifications. However, the State is open to having both options (email and SMS). Yes, delivery status reporting is required.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.5.c.(16).

5 43. For “predictive data,” please clarify whether the

State expects: forecasting/ML analytics, trend projections, staffing recommendations, or simply historic trend reporting labeled as predictive.

Yes, to all.

Pro Forma A.4.b

3 44. Please identify the source system that provides

“transaction time captured by another system”

(e.g., ALIST or another application) and its integration method (API/file/DB).

The State will provide this information to the awarded vendor at the time of contract award.

Pro Forma A.4.b

3 45. Please define transaction time start/stop events

(counter open? credential issuance complete?

examiner submit?) to ensure consistent “total time in center” calculation

Transaction start time would be the time the ticket is called by the examiner. End time would be the time the examiner completes the transaction.

Pro Forma A.4.b

3 46. Is “total time in center” required for all transaction types and all DSCs, and is it required in dashboards, standard reports, exports, or all three?

Total time in center should include the wait time and service time at the workstation. Tracking is required in all three.

Pro Forma A.5.c(21)

5 47. Please specify which reports must be auto-distributed, and whether “auto-print” is per DSC, centrally, or both.

The State will determine and provide to the awarded vendor at contract awarding.

Pro Forma A.5.c(21)

5 48. Are there requirements for report formats

(PDF/CSV/Excel), recipient lists, and approval workflows before distribution?

The State will determine and provide to the awarded vendor at contract awarding.

A.5.b(8)(ix)

4 49. Should removal at close create an audit record

(who/when/which tickets) and be included in reporting as “left in queue at closing”?

Yes.

Pro Forma A.5.c(26)

5 50. Please clarify the business rules for “bypass”

(timeout duration, number of recalls allowed, and whether bypass changes priority or preserves original position).

The State will share specific business rules with the awarded vendor at contract awarding.

A.5.c(26)

5 51. For “randomly call numbers,” please confirm intended use cases and whether this must be restricted to supervisor/admin roles with audit logging.

The State will share specific business

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.3.c.(1).

3 52. Page 2 of Pro Forma states that Tennessee services 2.8M customer/transitions per year. Are the 2.8M transactions just in person transactions that occur within the 106 offices (46 State-operated, 60 Third Party Partner) using the queue management system?

A QMS is only used for State-operated DSCs. Pro Forma Section A.3.c.(1) is background information based on an average of all transactions occurring across the State and not just in-person services.

53. Does the State have an appointment system that we need to integrate with? Where and how are appointments currently scheduled? Is the expectation that the Queue Management system would integrate with this system to exchange appointment information? What technology is the existing appointment system built on?

No. 1. No, the State does not have an appointment system that needs to be integrated with. 2. Appointments are currently scheduled through a third-party provided link hosted on the State’s website with the approved State branding. 3. No, the expectation is not for the QMS to integrate with the existing system, therefore the technology it is built on will not be disclosed. The awarded Vendor is required to provide an appointment system as part of the QMS solution within the parameters provided by the State and meet the State’s branding guidelines.

54. Would the State consider a comprehensive solution that provides a unified experience for the consumer with an integrated web portal interface, appointment scheduling, and queuing management?

Yes.

1.1.2. 2 55. Does the State have an estimated budget range for this program?

Please reference RFP Section 1.1.2.

Pro Forma A.4.c.

3 56. Page 3 of Pro Forma, Does the scope of the initial rollout (60 days) include just the 46 State-operated offices or does it also include the 60

Third Party Partner offices?

46 State-operated only

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QUESTION/COMMENT STATE RESPONSE

1.2 2 57. The RFP states that the pro forma contract substantially represents the contract document that the successful Respondent must sign. To allow Respondents to propose a delivery timeline and competitive price while optimizing the agency's existing technology investments, will the

State allow Respondents to propose alternatives for consideration?

No.

Pro Forma A.7.

9-12 58. Throughout A.7, there are multiple references to

Displays:

A.7.c.: “The Contractor shall be responsible for all hardware…The Contractor shall provide all necessary equipment (hardware), software, installation, testing, and deployment concerning the QMS Solution in all small, medium, and large

DSCs based on the specified quantities as shown below.” (emphasis added)

A.7.g.(1): “The QMS shall utilize the State’s TV, or monitor, to display real-time ticket numbers for the DSCs and show the ticket number being called and the Examiner workstation at which service will be provided.” (emphasis added)

A.7.i.(1): “The State shall provide a static counter display that shall identify each Examiner workstation located at each DSC.” (emphasis added)

From these varied references, it is unclear what specific display hardware, if any, the Contractor is required to provide.

-Can the Agency please confirm whether the

Contractor is responsible for procuring displays for DSCs and, if so, what form of hardware the

Contractor is expected to provide?

Similarly, there is a requirement for the

Contractor to provide Media Kits, but the quantity is unknown: “The Contractor must provide and install Deluxe Media Rack Kits to supply video and audio to the public display monitors (TVs) in DSCs where integration with the State's Motor Vehicle Network is not

Please refer to the State’s response to question #10 regarding counter displays.

The Contractor is required to provide 1 Media Rack per DSC.

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QUESTION/COMMENT STATE RESPONSE

possible. These kits must be rack mounted in designated closets.”

-Can the agency please clarify the quantity of

Media Kits that the Contractor must provide?

A.4.c.

3 59. The RFP states that: “The QMS Solution shall be fully implemented with all functionalities and interfaces no later than sixty (60) days from the

Effective Date of this Contract.” Based upon a

Respondent’s previous successful implementations of similar size and scope, will the State consider alternative implementation timelines?

No. The State has amended Pro Forma Contract Section A.4.c.

Pro Forma C.3.

27-28 60. Will the state allow the Respondent to propose a payment methodology schedule that is aligned with the proposed solution and implementation methodology?

No.

RFP

Attachment

6.3

33 61. In the cost template, it appears that some

Proposed Cost dates have been duplicated; for example, July 1, 2027-June 30, 2028, is duplicated in the third column. Can the Agency please confirm the Proposed Cost dates in Attachment

6.3, Cost Proposal and Scoring Guide?

We apologize for this clerical error.

Please see below for the change.

Attached in the email is also the updated version of the RFP with the corrected dates.

RFP

Attachment

6.2 Section D

(D.10, D.11, D.16)

5.2.1.5.

62. Can the Agency please describe what the field-testing environment consists of, particularly for the offices considered along with any elements that require interaction/integration with existing

State network or legacy systems?

Please refer to RFP Attachment 6.2., Section D. and RFP Section 5.2.1.5.

63. Where should vendors enter pricing for required hardware (kiosks, printers, scanners, displays, speakers, media PCs) since Attachment 6.3 contains no hardware section?

Pricing should be all-inclusive based on each identified DSC size. See Pro Forma Contract Sections A.2.m., A.5., and A.8.

RFP

Attachment

6.3.

34 64. Training is required under Pro Forma A.11, but no cost line exists. Where should training costs be entered?

Please see RFP Attachment 6.3. Cost Proposal & Scoring Guide “Training Fees (On-Site, In-Person)(A.11.)” item

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QUESTION/COMMENT STATE RESPONSE

65. Should hardware costs be built into monthly QMS pricing, remodel/relocation/new DSC pricing, or a separate hardware category?

See Pro Forma Contract Sections A.2.m. A.5., and A.8. for information on hardware. For information on remodel and relocation, see Pro Forma Contract Sections A.9. and A.10. The establishment of a new DSC would follow parameters and requirements set forth in Pro Forma Section A.7.

Pro Forma A.11.

17-19 66. Should training costs be:

-Included in QMS monthly pricing, -Included in project phase costs, -Priced per DSC size, -Or placed in a new/revised cost sheet?

See Pro Forma Contract Section A.11.

67. Does the State consider hardware a capital purchase, operational service, or hybrid?

The State considers hardware as an operational service as the hardware is included in the overall contractual costs

Pro Forma A.2.m.

2 68. Was hardware intentionally excluded from the cost sheet, or should hardware costs be amortized into other lines? If so, which ones?

There is and will not be a separate line for hardware. See Pro Forma Contract Section A.2.m. Pricing should be all-inclusive based on each identified DSC size.

Pro Forma A.10.

16-17 69. Please provide detailed description of what services, products and work vendor is expected to deliver for Remodel Services per Small, Medium and Large DSC. It is not clear to us what the State expects. Does Remodel Service include cost of kiosk, wiring, - or if it simply is to deliver a kiosk and set it up? Please provide a detailed description for Remodel Services per Small, Medium and Large DSC

See Pro Forma Contract Section A.10.

Pro Forma A.9.

15-16 70. Please provide detailed description of what services, products and work vendor is expected to deliver for relocation Services per Small, Medium and Large DSC

See Pro Forma Contract Section A.9.

Pro Forma A.7.

8-12 71. Please provide detailed description of what services, products and work vendor is expected to deliver for Establishment of a new DSC per

Small, Medium and Large DSC

The establishment of a new DSC would follow parameters and requirements set forth in Pro Forma Section A.7.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.7.c.-d.

9-10 72. Please provide quantities (kiosks, printers, displays, LED/static counters, scanners, speakers) for Small, Medium, and Large DSCs.

Please see Pro Forma Section A.7.c.-d

73. How many examiner/counter stations exist per

DSC type?

Please see the State’s response to question #10.

RFP

Attachment

6.3

Pro Forma A.11.

17-19

74. Should vendors price training:

-Per DSC size, -Per location, -Per session type (Admin/Examiner/Supervisor), -Or flat statewide?

As noted on RFP Attachment 6.3 Cost Proposal & Scoring Guide, training Fees are to be priced per session.

Also see Pro Forma Contract Section A.11.

Pro Forma A.11.

17-19 75. Should pricing include ongoing/responsive training for new DSC staff?

See Pro Forma Contract Section A.11.

Pro Forma A.7.

8-12 76. Do kiosks, displays, printers, scanners, and speakers become State-owned or remain

Contractor-owned?

Contractor-provider hardware is and remains property of Contractor. See Pro Forma Contract Section A.7.

77. Are there existing sound/audio tech available in the various locations? Please specify what we can re-use and what needs to be net-new including installing, cabling, mounting etc and who will be responsible for these tasks. And where do we price this in the cost proposal?

Please see the State’s response to question #17.

Pro Forma A.7.

8-12 78. Should consumables (ticket rolls, SMS, labels) be included in monthly pricing or purchased separately by the State?

See Pro Forma Contract Sections A.7.e.9. and A.7.f.8.

79. How many tickets are currently used on a yearly basis?

The State is unable to provide an accurate amount due to multiple check-in methods.

80. Does the DSC’s have their own centralized storage facility to store and distribute ticket roll paper to DSC locations?

Yes.

81. How many SMS are used on a yearly basis? Please see the State’s response to question #19.

82. Should vendors include installation labor, mounting, cabling, power drops, conduit, and media PC setup?

Yes.

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.

1-26 83. Please provide the complete scope of work for a

Small, Medium and Large DSC?

See the entirety of Pro Forma Contract Section A.

Pro Forma A.7.

8-12 84. Who owns the hardware after the 3 year end of contract – state or vendor?

Contractor-provided hardware is and remains property of the Contractor.

See Pro Forma Contract Section A.7.

85. For the Kiosks to be able to scan a Driver’s

License’s barcode or similar (as per pt d. (3) page

9 in ProForma document). Is the Contractor expected to integrate with a 3rd party database for this? Please explain the process of validating your Driver’s License when booking an appointment and checking in. If integrations are required, please clarify.

The State will share specific business

A.7.

8-12 86. Can we get an overview of available TVs, type of

TVs as well as the work expected in terms of mounting, cabling and other related work?

Preferably per location.

See Pro Forma Contract Section A.7.

87. For the Media Kits, will it be possible to provide one mediaPC per TV? Or is the idea to have a mediapc in a central location that sends the signal to multiple TVs? If so, are you requiring cabled transmission or wireless to the TVs? Who is expected to do the cabling if required?

The awarded vendor will be required to have one mediaPC per TV which shall be hardwired or cabled.

88. Can the DSC’s Employees restart a regular

Windows-based computer if required for troubleshooting issues?

Yes.

89. Are the LED/Static Counter Displays State-owned or Contractor-provided?

Contractor-provided.

90. Please define “Static Counter Display” – are these e.g. printed labels of e.g. “Counter 12” and thus non-electric.

Currently, the State utilizes “Static Counter Displays”, meaning both non-electric and LED displays.

91. Who provides the media PCs that drive displays and announcements?

Currently, the vendor provides the media PCs.

Pro Forma A.7.g.

11 92. What functionality are you looking for in a display

– should it simply state the counter number?

Please refer to Pro Forma Contract Section A.7.g.

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QUESTION/COMMENT STATE RESPONSE

93. Who supplies and installs speakers or integrates with PA systems?

The awarded Contractor.

94. Should displays be re-used, reinstalled, or replaced?

Please refer to the State’s response to question #8.

Pro Forma A.10.

16-17 95. Please define the expected vendor responsibilities during remodels

(uninstall/reinstall only or full cabling/mounting/electrical support).

See Pro Forma Contract Section A.10.

Pro Forma A.9.

15-16 96. What does relocation include (uninstall, packing, transport, reinstall, cabling, validation)?

See Pro Forma Contract Section A.9.

97. Should vendors assume local, regional, or statewide relocation distances?

Relocation decisions are made on a case-by-case basis however, the State has made relocation decisions within established districts.

Pro Forma A.1.-18.

1-26 98. For new DSCs, please specify required hardware, installation, cabling, configuration, training, and go-live support.

Please reference the entirety of Pro Forma Contract Section A.

99. Is the Contractor responsible for removing or disposing of legacy kiosks/displays?

No.

100. How many DSCs per month does the State expect to deploy?

The State does not deploy DSCs. The State currently has 46 State-operated DSCs. See RFP Section 1.1. and see Pro Forma Contract Sections A.4.c.

and A.12.

Pro Forma A.13.b.

(4).(5).

23 101. Should installations be assumed to occur after hours or on weekends?

Installations occur on a schedule mutually decided by the parties or as scheduled in the Pro Forma Contract A.13.b.(4).(5).

RFP

Attachment

6.3.

29-32 102. Please provide Field Test details:

-Number of DSCs

-Hardware needed

-Pass/fail criteria

-Acceptance requirements

-Test scripts

One (1) of two (2) DSCs will be utilized for Field Testing: Lebanon, TN (Large DSC) and Dickson, TN (Medium DSC). The Respondents selected for Field Testing shall provide all required hardware based on the identified DSC’s size. Please reference RFP Attachment 6.2., Section D which outlines all testing criteria.

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QUESTION/COMMENT STATE RESPONSE

103. Please confirm kiosk ADA requirements:

-Height

-Reach

-Audio assist

-Tactile controls

-Screen-reader compatibility

The ADA requirements can be found utilizing the listed site link: The Americans with Disabilities Act and Self-Service Kiosks The Department of Justice standards can be found at www.ada.gov.

104. Will the State provide power drops, network cabling, mounting infrastructure, and audio wiring?

Yes, the State provides an electrical outlet. The network cabling, mounting infrastructure and audio wiring are the responsibility of the Contractor.

105. Please confirm port, firewall, VLAN, and whitelisting requirements.

The State will provide this information to the awarded vendor upon contract award.

106. Please provide expected SMS volume per DSC to cost text messaging accurately.

Please refer to the State’s response to question #19.

107. Are you interested in short code SMS for confirmation/reminders or do you prefer a 10 digit number? If short code, do you own/lease a short code? Which provider etc should we then integrate with?

The State has no preference on short code or 10-digit number. The State does not own a short code.

Information regarding a provider will be shared with the awarded vendor upon contract award.

Pro Forma A.6.

8 108. Please confirm whether there are any integration, performance, or compatibility considerations with ALIST.

See Pro Forma Contract Section A.6.

RFP

Attachment

6.2.

31 109. Attachment 6.2 Section D.34 states that the

Contractor must provide “a schedule that shows the Contractor will complete implementation within six (6) weeks after contract award.”

However: The Pro Forma Contract Section A.12 does not define an implementation duration.

To allow accurate planning and pricing, please clarify:

Please see responses to this item in question items 110-115

Note: Attachment 6.2., Section D.

Item D.34. states “ Verify Contractor provides Project Management Plan with schedule, risks, and acceptance criteria.”

https://www.adakiosks.com/ada-for-self-service.html https://www.adakiosks.com/ada-for-self-service.html https://www.adakiosks.com/ada-for-self-service.html https://www.ada.gov/

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QUESTION/COMMENT STATE RESPONSE

A.12.

19-20

110. What exactly must be completed within 6 weeks?

-Delivery of the Project Management Plan?

-System design and configuration only?

-Deployment to a pilot DSC or multiple DSCs?

-Full statewide deployment?

-Deployment of hardware at all DSC’s?

-Something else?

Attachment 6.2., Section D. Item 34 does not list a 6-week implementation period, however, see Pro Forma Contract Section A.4.c.

when full completion needs to occur and see also Pro Forma Contract Section A.12.

5.2.1.5. 18 111. Does the 6-week requirement apply to all DSC locations, or only to initial deployment/pilot sites?

There are no pilot sites. The Field Test is not a pilot. The Field Test is evaluated and scored. See RFP Section 5.2.1.5.

Pro Forma A.4.c.

3 112. How should the 6-week requirement be reconciled with the Field Test scheduled for January–February 2026?

Attachment 6.2., Section D. Item 34 does not list a 6-week implementation period, however, see Pro Forma Contract Section A.4.c.

when full completion needs to occur.

Pro Forma A.12.

RFP

Attachment 6.2.

19-20

113. What rollout cadence does the State expect (DSCs per week or month)?

Respondents should provide this as part of their implementation and rollout plan in RFP Pro Forma Section A.12. and RFP Attachment 6.2. item C.7.

114. Should implementation activities be assumed to occur:

-During business hours, -After hours, or

-On weekends?

See the State’s response to question #101.

115. Is the 6-week window meant to reflect a proposed plan for evaluation purposes, or a hard contractual requirement?

See the State’s response to question #112.

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QUESTION/COMMENT STATE RESPONSE

4.4.4.

D.7.

116. Ref. “Queuing-and-Virtual-Line-Management-

System-RFP.PDF” – Sec. 4.4.1-4.4.5

-Does this include technology providers such as

Microsoft Azure and other infrastructure partners? If we require subcontractors for a support request, how can we meet SLA requirements if we need written approval from the State? Eg. if one of the approved subcontractors are not able to support immediately. What if we need to change an IT infrastructure technology partner for performance/updates/support issues?

-Can the Contractor add subcontractors after the

Contract Award should the scope or understanding of the scope change?

Please reference RFP Section 4.4.4 and Pro Forma Contract Section D.7.

in response to the question raised regarding adding subcontractors after contract award.

The use of technology providers and meeting SLA requirements will be discussed with the awarded vendor upon contract award.

Pro Froma A.13.b.

(4).(2).

23 117. Ref. “ProForma RFP 34901-01627 Queuing and Virtual Line Management System.pdf” page

23.

-Is an uptime of 99.9% acceptable? 99.99% is difficult to maintain with Cloud-suppliers. E.g. MS

Azure’s uptime is 99.9%, which our service runs on.

No.

Pro Forma A.13.

20-24 118. Ref. “ProForma RFP 34901-01627 Queuing and Virtual Line Management System” Section

A.13 page 20-22.

In the SLA table under pt. 4. Critical Severity the following sentence is written:

“Due to restrictions of the shipping company, overnight shipping can only be provided if the need is requested before 2:00 pm

EST. After that, it will overnight the next day.”

-Where are these requirements coming from and which shipping company has these restrictions? Is this SLA part of your existing contract with your current vendor or how was this created?

The State is amending Pro Forma Section A.13. b.4. (Delivery of Support Services table).

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QUESTION/COMMENT STATE RESPONSE

Pro Forma A.13.

20-24 119. Ref. “ProForma RFP 34901-01627 Queuing and Virtual Line Management System” Section

A.13 page 20-22.In the same SLA table under pt.

4, Medium severity the following sentence is written:

In the case of failed equipment, the Contractor shall provide ground shipping (the Contractor uses FedEx ground;

delivery expected in one to two (1-2) business days) of replacement parts (at no additional costs to the State) to the DSC with the reported outage.

-Do we have to use FedEx or is this a legacy from a previous contract? Please advice.

The State is amending Pro Forma Section A.13. b.4. (Delivery of Support Services table).

120. If answers to these questions are delayed post Dec 12th, will there be an extension to the submission?

If the State is delayed, we will issue an amendment to adjust the schedule of events.

RFP

Attachment

6.4

36 121. How many references are required? We are seeing conflicting numbers in the RFP (3-5 references).

RFP Attachment 6.4. requires references from two (2) contracts Respondent currently services that are similar in size and scope to the services required by this RFP and three (3) references from completed contracts that are similar in size and scope to the services required by this RFP. See the rest of the text in RFP Attachment 6.4. about references.

References from at least three (3) different individuals are required to satisfy the requirement and an individual may provide a reference about a completed project and another reference about a currently serviced account.

Pro Forma A.4.c.

3 122. Are the integrations required for the initial launch?

Yes, see Pro Forma Contract Section A.4.c.

123. How many services are offered per location?

Are they the same throughout the State?

The State is unable to provide a specific response because services offered per location vary from location to location.

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QUESTION/COMMENT STATE RESPONSE

124. Are you interested in custom email sending

(eg noreply@tn.gov) when sending confirmation/reminders? If so, which security protocol must be followed? Where do we price this in the cost proposal?

The State will share specific business

Pricing for this feature should be included in the overall cost of the proposed solution.

125. Are you interested custom URL for your online booking site? If so, which security protocol/method must be followed? Where do we price this in the cost proposal?

The State will share specific business

Pricing for this feature should be included in the overall cost of the proposed solution.

126. Will you require to skin/modify the online reservation site? If so, do you have in-house staff who can do CSS/Javascript etc to make the reservation site look like the State's website?

The State will share specific business rules with the awarded vendor at contract awarding. The site must meet all State branding requirements.

127. Will you require data transfers to your own data warehouse? If so, which one, which transfer protocols etc do you prefer and where do we price this in the cost proposal?

No.

128. The Pro Forma requires the vendor to provide, install, and maintain all hardware

(kiosks, printers, barcode scanners, monitors, etc.) Our business is a hardware-agnostic software provider; we do not manufacture or resell hardware but can recommend trusted hardware partners if preferred. Can the State confirm whether this hardware-agnostic model is acceptable or whether respondents must serve as the primary hardware provider?

Contractor must serve as the primary hardware provider.

Pro Forma A.4.c.

3 129. Does the 60-day implementation requirement apply to all 46 DSCs simultaneously, or is a phased rollout acceptable? If a phased rollout is acceptable, what does that typically look like for new software vendors?

Yes, the implementation requirement applies to all 46 DSCs but, see the amended Pro Forma Contract Section

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QUESTION/COMMENT STATE RESPONSE

130. Does the scope include only the 46 State-operated DSCs or also the ~60 third party partner sites?

As of the release date of the RFP, the Scope covers the 46 State-operated DSCs. Third party partner sites are not included.

131. Will the State provide network topology, firewall rules, and subnet details required to comply with the “specific subnet” and “only necessary ports” restrictions?

Yes, it will be provided to the awarded vendor upon contract award.

132. Is integration with Active Directory required, or may the QMS use its own authentication system?

Yes, integration with Active Directory is required. No, the QMS may not use its own authentication system.

133. Is real-time integration with ALIST required?

If yes, what integration methods (API, web services, batch) are available?

See Pro Forma Contract Sections A.4.

and A.6. At this time, the State cannot disclose integration methods.

134. Could the State provide the estimated annual

SMS volume based on guest traffic across all

DSCs? We send an average of 3 SMS per guest added to NextMe.

Additionally, does the State prefer a single statewide SMS number or multiple regional/DSC-specific numbers?

Please see the State’s response to question #19. Currently, the State uses a single statewide SMS number.

135. What are the State’s requirements for data retention and may anonymized/aggregated data

(non PII) be retained by the vendor for product improvement?

The data is and at all times shall remain property of the State and be retained throughout the contract period and returned to the State at the end of the contract period. See Pro Forma Contract Section A.4.d.

No, the vendor may not retain State-data (non-PII) for product improvement.

3. RFP Attachment 6.2., Section C, Items C.17. and C.18. are deleted in its entirety and replaced with the following:

C.17.

Provide a narrative describing how the proposed Solution will meet each of the requirements outlined in Attachment 6.6 Pro Forma Contract Sections A.4. & A.5. A.7., A.8.

10 6

C.18.

Provide a narrative describing how the proposed Solution will meet each of the requirements outlined in Attachment 6.6 Pro

Forma Contract Sections A.7 and A.8., Hardware/Software

Specific Requirements 6, 3 7

4. Pro Forma Contract Section A.13.b.4.2. is deleted in its entirety and replaced with the following:

(2) The QMS shall be available 99.99% of the time calculated on a twenty-four (24) hours a day, seven (7) days a week, 365 days a year (24/7/365) basis; excluding scheduled maintenance times agreed to in advance by the State. The Contractor shall be required to notify the State of any scheduled maintenance times. In the event this Solution availability target is not met, the Contractor shall give the State a pro-rated service credit towards the monthly software maintenance and support costs; planned outages for maintenance agreed to by the State shall not constitute failure to meet up time requirements;

5. Pro Forma Contract Section A.4.c. is deleted in its entirety and replaced with the following:

c. The QMS Solution shall be fully implemented with all functionalities and interfaces no later than

June 15, 2026. sixty (60) days from the Effective Date of this Contract.

6. Pro Forma Contract Section A.13b.4.(Delivery of Support Services table) is deleted in its entirety and replaced with the following:

(4) Delivery of Support Services. Support services will be delivered according to the following tier structure. The State reserves the right to determine and assign severity levels for any issues.

Severity Level Response

Critical: A problem that severely impacts the State’s use of the QMS Solution, or any of its components, such as: Webpages of service console will not render for any user, loss of connectivity or QMS is unable to function. The situation halts State’s business operations and no procedural workarounds exist.

The State will receive immediate e-mail acknowledgement following report of the issue, and an initial response from Contractor’s support staff within thirty

(30) minutes of submitting a request for support. Contractor’s support staff will provide a fix, patch, or procedural workaround within one (1) business day of receipt of notice of the issue from the State. In the case of failed equipment, the Contractor shall provide overnight shipping of replacement parts (at no additional costs to the State) to the DSC with the reported outage. The Contractor shall notify the State of any shipping restrictions. Due to restrictions of the shipping company, overnight shipping can only be provided if the need is requested before 2:00 pm EST. After that, it will overnight the next day.

Severity Level Response

High: A problem where the QMS Solution, or any of its components, is functioning, but the use is severely reduced. The situation is causing a high impact to portions of the State’s business operations and no procedural workarounds exist.

The State will receive immediate e-mail acknowledgement following report of the issue, and an initial response from Contractor’s support staff within thirty

(30) minutes of submitting a request for support. Contractor’s support staff will provide a fix, patch, or procedural workaround within two (2) business days. In the case of failed equipment, the Contractor shall provide overnight shipping of replacement parts (at no additional costs to the State) to the DSC with the reported outage.

Medium: A problem that involves partial, non-critical loss of use of the QMS Solution, or any of its components. The situation is causing a medium-to-low impact on the State’s business operations, but users can continue to function, including by using a procedural workaround.

Upon submitting a request for support, the State will receive immediate e-mail acknowledgement of the request for support. A member of the Contractor’s support staff will respond to the State within one (1) business day with a resolution (fix) or with a plan of resolution that shows resolution (fix) will occur within ten (10) business days or incorporated into a future upgrade as agreed upon by the State. In the case of failed equipment, the Contractor shall provide ground shipping and (the Contractor uses FedEx ground; delivery of replacement parts expected in one to two (1-2) business days) of replacement parts (at no additional costs to the State) to the DSC with the reported outage.

Low: A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification. The situation is causing low-to-no impact on the State’s business operations or the performance or functionality of the QMS Solution, or any of its components.

The State will be contacted by the Contractor’s support staff within one (1) business day with acknowledgement of the question, followed by a complete response to the support question or receipt of an e-mail notification that the comment or recommendation for feature enhancement has been logged within three (3) business days. Enhancement or upgrade shall be implemented at the Contractor’s discretion. In the case of failed equipment, the Contractor shall provide ground shipping and (the Contractor uses FedEx ground; delivery expected in one to two (1-2) business days) of replacement parts (at no additional costs to the State) to the DSC with the reported outage.

7. Adding a new section with reference to Pro Forma Contract Section A.4.:

A.4.d. Data Ownership. Data created by the State is and shall remain the sole property of the State.

The Contractor shall not review, share, distribute, print, or reference any data except as expressly defined by the terms of a Contract between the Contractor and the…