09-18-25 FA

ProForma RFP 34901-01627 Queuing and Virtual Line Management System

CONTRACT

BETWEEN THE STATE OF TENNESSEE,

DEPARTMENT OF SAFETY AND HOMELAND SECURITY

AND

CONTRACTOR NAME

This Contract, by and between the State of Tennessee, Department of Safety and Homeland Security (“State”) and Contractor Legal Entity Name (“Contractor”), is for the provision of Queuing and Virutal Line Management Services, as further defined in the "SCOPE." State and Contractor may be referred to individually as a “Party” or collectively as the “Parties” to this Contract.

The Contractor is a/an Individual, For-Profit Corporation, Non-Profit Corporation, Special Purpose Corporation Or Association, Partnership, Joint Venture, Or Limited Liability Company.

Contractor Place of Incorporation or Organization: Location Contractor Edison Registration ID # Number

A. SCOPE:

A.1. The Contractor shall provide all goods or services and deliverables as required, described, and detailed below and shall meet all service and delivery timelines as specified by this Contract.

A.2. Definitions. For purposes of this Contract, definitions shall be as follows and as set forth in the

Contract:

a. a. Active Hub 5.0 Central Power: A central powered hub which connects devices in a network—generating signals on the output side to keep the signal strong while transmitting and relaying data simultaneously to multiple devices.

b. Central Dashboard: displays a visual of real-time queuing ticket activity for all DSCs across the state of Tennessee.

c. Check-in Kiosk: A free-standing touch screen device that has a printer built in or as an accessory to the device and is capable of printing tickets for service. Interaction with a Check-in Kiosk is a person's first step when arriving at a DSC to receive service.

d. Credential or Credentials: The terms “Credential” or “Credentials” means any form of identification issued by the State, to include but not be limited to the following: driver license, photo identification card, and handgun carry permit.

e. Driver Service Center (“DSC”): The term “Driver Service Center” or acronym “DSC” shall mean the division within the Department of Safety and Homeland Security that is responsible for issuance of Tennessee driver licenses. The term Driver Service Center or acronym “DSC” shall also refer to the department or division of a state other than Tennessee that performs the same essential function for that state.

f. Display Monitor: a device or devices that display real-time ticket numbers for a specific

Service Category; the device can either be a television or a computer monitor.

g. EQ Controller: A media system processor that communicates to display devices and audio equipment.

h. Examiner: State personnel working in DSCs, whose roles include a minimum of updating drivers’ records in ALIST, administering knowledge testing exams, and issuing Credentials.

i. Express DSC: DSC that only processes the following types of Credentials: 1) renewal of driver license or renewal of handgun carry permit; 2) duplicate driver license or duplicate handgun carry permit; and 3) original photo identification card.

j. Full Service DSC: DSC that provides the full range of services that may include, but not be limited to the following: 1) perform knowledge, skills, and vision exams; 2) issue renewal driver licenses; 3) issue duplicate driver licenses; 4) issue restricted driver licenses; 5) issue original handgun carry permits; 6) issue renewal handgun carry permits; 7) issue duplicate handgun carry permits; 8) issue original photo identification cards; 9) provide reinstatements; and 9) issue initial driver licenses to new residents or returning residents to ensure that an individual has a single driver license in only one (1) state.

k. Information Counter: A place where a customer may be served when additional information is needed before service can be completed or before a customer receives services from an Examiner (i.e., documentation needs to be reviewed; questions need to be answered; the Check-in Kiosk is malfunctioning).

l. Printer: Direct thermal receipt printer with interfacing capabilities.

m. Queuing Management System Solution (“QMS”): An all-inclusive solution of hardware, software, maintenance and support, project management, and software configuration for use by the State as a central management tool to control and manage customer flow.

The QMS provides real-time information, communicated via dashboard and reports— which provides State designated personnel with the ability to view and analyze the customer flow in each DSC throughout the State, as well as, monitor the activities of DSC employees to ensure customers receive service in an efficient and orderly manner.

The QMS also provides DSC Examiners (“Examiners”) with the ability to call and serve the customers. It incorporates some features, which help the Examiner and other State designated personnel with the ability to gain more control over the queues, categories, service times, wait times, and the rate at which customers are called for assistance.

n. Reinstatement DSC: DSC which accepts reinstatement fees and compliance documents, as well as, removes suspensions and revocations from an individual’s driver license.

o. Service Categories: Various categories of services performed at DSCs as defined by the

State; these shall include, but not be limited to Credential issuance, knowledge testing, and skills testing.

p. Static Counter Display Unit: A monitor or other display device that is used to display, for identification purposes, the counter number of each Examiner workstation.

q. Third Party Partners: alternative resources utilized by the State in accordance with Tenn.

Code Ann. § 55-50-331(a) that authorizes the State to contract with others for the provision of any service related to the issuance, examination, and renewal of driver licenses subject to applicable contracting statutes and regulations.

r. Web-based Software: QMS software, which provides DSC Examiners (“Examiners”) with the ability to call and serve the customers. It incorporates some features, which help the Examiner and other State designated personnel with the ability to gain more control over the queues, categories, service times, wait times, and the rate at which customers are called for assistance.

A.3. Background.

a. The State’s Driver Services Division is responsible for issuing driver licenses, non-driver identification cards, and handgun carry permits (collectively “Credentials”), as well as, maintaining, updating, and adding data to the State’s current driver records management system for Tennessee residents.

b. Operations. There are forty six (46) State-operated DCSs and up to sixty (60) Third Party

Partners located in eight (8) districts across the State covering two (2) time zones (Eastern and Central). The DSCs are typically open two hundred forty-eight (248) days per year, Monday through Friday, 8:30 am to 5:00 pm. The hours of Third Party Partners may be similar. Operating days and hours are subject to change. Details can be found at the State’s website (www.tn.gov/safety).

c. Transactions.

(1) The State serves on average almost two million eight hundred thousand (2.8 million) customers per year, generating approximately two million eight hundred thousand(2.8 million) transactions per year.

A.4. Contract Goals and Objectives.

a. The Contractor shall provide a basic industry standard queuing management system, or QMS Solution, which shall permit multiple categories of customers to be served in turn, but which also prioritizes the services to be established at different Examiner workstations according to the services being requested. Statistics from this type of QMS shall provide State designated personnel with reports that not only contain summary statistics but also analyzes data to assist with and guide the business operations of the State. The QMS shall also measure actual wait time from the time an individual "checks in" until the time he or she reaches the counter. Data from the QMS should be capable of being captured and stored for further analysis and reporting purposes.

b. The Contractor shall provide services and interfaces necessary to calculate transaction time captured by another system added to wait time captured by the QMS to give the State a total time from when an individual enters the DSC and leaves the DSC.

c. 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.

A.5. QMS Description and Requirements.

a. The QMS shall consist of at minimum, a Check-in Kiosk, Printer, Display Monitor, a two dimensional (2D) or three dimensional (3D) bar code reader, and operating software. The QMS shall also include a system that enables customers to check-in anywhere and wait anywhere to provide a contactless check-in option and a virtual waiting room.

b. Within DSCs, the QMS shall have the following requirements:

(1) The QMS’s software shall run on Contractor provided hardware compatible with the Contractor’s operating software as agreed to by the Parties;

(2) The QMS shall generate tickets that include at minimum the DSC location name, unique ticket number, customer name, current date and time, and Service Category;

(3) The QMS shall provide the ability for the display of a ticket being called to a certain counter (Information Counter or Examiner workstation);

(4) The QMS shall display the ticket number that is being called on the Display

Monitor located within each DSC;

(5) The QMS shall, for reporting purposes, provide the ability to add and separate any wait time components together and apart to get a true wait time from issuance to closing of a ticket for any DSC;

(6) The QMS shall log and store tracking data related to system access, customer visits (servicing Examiner ID, date/time, etc.) and any administrative actions or configuration changes made to the QMS by authorized users for any DSC;

(7) All Examiner workstations within the DSC, the supervisor management dashboard, and administrative office dashboard shall be able to be accessed remotely for monitoring and reporting purposes;

(8) The QMS shall have an interactive display to view current operational status throughout the day and reflect and/or display the following:

i. Number of customers waiting;

ii. Number of Examiner workstations open;

iii. Number of customers per Examiner workstation;

iv. Number of customers served per Service Category;

v. Wait time per customer;

vi. Wait time by Service Category;

vii. Wait time per Examiner workstation;

viii. Total wait time for the DCS.

ix. The QMS shall notate all customers left in the queue at DSC closing and automatically remove these individuals. The QMS shall have the ability to configure service priorities specific to the DSC (i.e. Express, Full Service, or Reinstatement) — as not all locations provide the same services. The QMS shall only display services applicable to the DSC.

c. Within the State’s administrative offices, the QMS shall have the following requirements:

(1) The QMS shall have the ability to be remotely monitored and centrally managed;

(2) All data shall be aggregated to, and housed in, a central location for reporting and monitoring purposes from any location;

(3) Management and administrative office dashboard shall be accessible remotely for monitoring and reporting purposes;

(4) The QMS shall have the capability of being remotely accessed — as a whole or within individual DSCs — for diagnostic, operational, and supervisory functionalities and requirements;

(5) The QMS shall have a real-time display to view current operational status for all

Examiners, Examiner workstations, and/or DSCs collectively and individually;

(6) The QMS shall display the number of customers waiting collectively (throughout the state) and individually (at each DSC);

(7) The QMS shall display the number of Examiner workstations open;

(8) The QMS shall display the number of customers served;

(9) The QMS shall display the number of customers served per Service Category;

(10) The QMS shall display the wait time per customer;

(11) The QMS shall display the wait time by Service Category;

(12) The QMS shall display the wait time for each Examiner workstation;

(13) The QMS shall display the Examiner activity;

(14) The QMS shall display the total wait time for each DSC;

(15) The QMS shall display the total wait time for the entire state;

(16) The QMS shall provide statistics for management to be able to optimize business operations based on existing, past, and predictive data;

(17) The QMS shall provide the capability to select the data by time period, Service

Category, Examiner, and by Examiner workstation;

(18) The QMS shall provide the capability to display data in numerical and/or graphic form, on the color display monitor, as well as, be printed in black and white and in color;

(19) A report of QMS malfunctions should be made available on a daily, weekly, and a monthly basis documenting the occurrences of outages;

(20) The QMS shall have the capability to print data for any time period (e.g., hourly, daily, weekly, monthly, and annually) at any time without compromising system operation;

(21) The QMS shall have the capability to automatically print and auto e-mail certain reports at pre-set times (e.g., daily, weekly, and monthly reports);

(22) Statistics shall be captured and stored at least every five (5) minutes to ensure that if a system malfunction occurs, a minimal amount of data is lost, i.e., number of waiting customers, waiting time, number of open windows, and time of day;

(23) The QMS shall have the capability to give one or more Service Categories

(renewals, handgun carry permits, etc.) priority at certain Examiner workstations and to change the priorities as needed, even while the QMS is active;

(24) The QMS shall have the capability to change all settings and priorities on-site;

(25) QMS shall have the capability to update information as it changes and for calculated fields at periodic intervals of no greater than one (1) minute; and

(26) The QMS shall have the capability to recall a number that was by-passed (e.g., if the number was missed or the customer did not respond when the number was called, the number should be able to be called again allowing the customer to be served) and to randomly call numbers (e.g., call a ticket number randomly instead of in sequential order).

d. The QMS shall have the following notifications displayed:

(1) The QMS shall indicate and provide notification when the number of waiting customers or the wait time exceeds a preset, predetermined time value (KPIs) — thereby allowing for the opening of additional Examiner workstations. The preset values shall be determined by the State.

e. The QMS shall have the following statistical requirements:

(1) The QMS shall have the capability to track and store various data for reporting, which shall include at a minimum:

i. Customer Data:

(a) Number of customers that have arrived;

(b) Arrival time for each customer;

(c) Number of customers waiting;

(d) Number of no shows (customers who did not show up);

(e) Number of customers served;

(f) Service Category selected by each customer at the Check-in

Kiosk and at the Information Counter; and

(g) Examiner workstation number where each customer was served.

ii. Wait Time:

(a) Real wait time for each customer;

(b) Real wait time by Service Category;

(c) Real wait time by transaction type;

(d) Real wait time by Examiner;

(e) Real wait time by DSC;

(f ) Real wait time by DSC district;

(g) Real wait time by region of the State; and

(h) Real wait time Statewide (real wait time for the whole State).

iii. DSC Data:

(a) Number of Examiner workstations open at a given time during the day;

(b) Active time for each Examiner workstation;

(c) Idle time (e.g., time between customers) for each Examiner workstation;

(d) Number of customers served by each Examiner workstation;

(e) Active time for all Examiner workstations at each DSC;

(f ) Idle time (e.g., time between customers) for all Examiner workstations at each DSC;

(g) Number of customers served at all Examiner workstations at each DSC; and

(h) Statewide data (all DSCs combined).

iv. Examiner Activity:

(a) Number of transactions at a given time during the day;

(b) Active time for each Examiner;

(c) Idle time (e.g., time between customers) for each Examiner;

(d) Number of customers served by each Examiner; and

(e) Processing, or service, time for each Examiner by transaction.

f. The QMS shall have the following report requirements:

(1) The QMS shall have the capability to print and e-mail both numerically and graphically (e.g., pie charts, bar charts, etc.) the following reports on a daily, weekly, monthly, quarterly, semi-annually, and annually:

i. General statistics (per hour for all or selected Service Categories):

(a) Number of customers that have arrived;

(b) Number of customers that are waiting;

(c) Number of customers that have been served;

(d) Number of customers that have been served per Service

Category;

(e) Number of Examiner workstations open;

(f) Number of no shows (customers who did not show up);

(g) Average wait time (DSC, district, region, and statewide)

(h) Number of Examiner workstations open;

(i ) Number of Examiner workstations that should have been open to maintain specified wait time;

(j) Wait time per Examiner workstation;

(k) Examiner’s activity;

(l) Total wait time for the DSC; and

(m) Total wait time for the State of Tennessee.

ii. Examiner workstation statistics (per hour for all or selected Service

Categories):

(a) Number of customers served per Examiner workstation;

(b) Hours, or percent of time, each Examiner workstation is active;

(c) Hours, or percent of time, each Examiner workstation is idle; and

(d) Additional reports on an ad hoc basis reflecting any of the identified data elements in Sections A.5.e.(1) and A.5.f.(1). shall be required.

g. Requirements regarding a system that enables customers to check-in anywhere and wait anywhere to provide a contactless check-in option and a virtual waiting room:

(1) Contractor Requirements.

i. The Contractor shall provide all necessary implementation services needed for this feature to be operational in all of the State’s DSCs;

ii. The Contractor shall provide maintenance, licenses, and hosting services needed for this feature;

iii. The Contractor shall ensure that access is locked down to specific subnets and that only needed ports are open to the State and the Contractor;

iv. The Contractor shall ensure that remote access to services is controlled by a unique username and password and that passwords are changed every ninety

(90) days and meet strict complexity requirements;

v. The Contractor shall ensure that remote access to servers is controlled in accordance with the State’s security requirements; and

vi. The Contractor shall ensure that the latest version(s) of all operating systems and application software needed for this feature are kept up-to-date in accordance with the State’s security requirements.

(2) QMS Requirements

i. The QMS shall possess the ability to create a QR code with designated check-in questions as established by the State. The QR code shall be capable of being printed out or embedded on a mobile tablet and be scanned using both iOS and Android based mobile devices. The customer shall receive an SMS with a system generated ticket number. Typically, this could be done by a customer waiting outside a DSC and will allow a customer to be placed in line or schedule an appointment for service at the designated DSC.

ii. The QMS shall possess the ability to issue an SMS to the customer within thirty

(30) minutes of the designated service time.

h. The QMS shall have the capability to create mobile event scheduling for mobile credential events across the State.

(1) The QMS shall restrict the establishment of an event to State personnel only and allow State personnel to set a limit on the number of registrants per each State-specific event.

(2) The QMS shall provide a unique registration link or code per identified State-scheduled event. The link or code must be a one-time use link or code specific to the State-scheduled event.

(3) The QMS shall generate a unique reservation or confirmation number to those registered for State-specific event to indicate their place in line upon registration completion.

(4) The QMS shall allow for mass notification to all registered parties via email or SMS in the event of a State-specific event cancellation or change in event details (time, date, location, etc.)

A.6. Network Requirements.

a. The State shall provide network resources used by the Contractor and ALIST. The

Contractor shall utilize network resources sufficient to meet the business need, but the utilization of network resources for the QMS shall not be such that other State systems (e.g., ALIST) would malfunction. The State reserves the right to add, change, reconfigure, consolidate, or eliminate network resources at any time to meet the best interests of the State.

A.7. Hardware Requirements.

a. The Contractor shall install, deploy, and test all QMS hardware and software at all small, medium, and large DSCs (see Attachment Two). The State reserves the right to delete or add DSCs at any time during the Term of this Contract. Contractor-provided hardware shall comply with the State’s Enterprise Information Security Policies as amended periodically. The State’s Enterprise Information Security Policies document is found at the following URL:

https://www.tn.gov/finance/strategic-technology-solutions/strategic-technology-solutions/sts-security-policies.html.

b. The Contractor shall provide support services for the Solution Hardware to ensure that the Solution Hardware maintains an uptime of ninety-five percent (95%) per year on all Solution Hardware. Downtime is calculated from the time a service call is placed with the Contractor until the time the Contractor’s designated personnel completes a repair or replacement Solution Hardware is received by the State. In the event this uptime target is https://www.tn.gov/finance/strategic-technology-solutions/strategic-technology-solutions/sts-security-policies.html https://www.tn.gov/finance/strategic-technology-solutions/strategic-technology-solutions/sts-security-policies.html not met, the Contractor shall give the State a pro-rated service credit towards the monthly solution cost per DSC.

c. The Contractor shall be responsible for all hardware.No financed-leases, rent-to-own leases, any lease agreement involving a financial institution or agreement structured as a loan shall be allowed under this Contract. No separate lease agreements, click-wrap agreements, or posting of terms and condition on the internet by the Contractor may be required by the Contractor and shall be null and void. 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.

(1) Each DSC currently operates with the following equipment:

i. Small DSC:

(a) One (1) Check-in Kiosk with internal dual Printer;

(b) One (1) 2D Bar Code Reader;

(c) One (1) Display Monitor (TV);

(d) One (1) Information Counter Printer; and

(e) LED Counter Display Units (multiple).

ii. Medium DSC:

(a) One (1) Check-in Kiosk with internal dual Printer;

(b) One (1) 2D Bar Code Reader;

(c) Two (2) Display Monitors (TVs);

iii. Large DSC:

(a) Three (3) Check-in Kiosks with internal dual Printer;

(b) Three (3) 2D Bar Code Readers;

(c) Three (3) Display Monitors (TVs);

d. Check-in Kiosks:

(1) The QMS Solution shall provide in-station touch screen kiosks for check-in and ticket issuance upon arrival. Each Check-in Kiosk shall adhere to the Americans with Disabilities Act ("ADA") accessibility standards as mutually agreed upon between the State and the Contractor;

(2) A printed ticket shall be provided at check-in when customers enter the DSC seeking service;

(3) The check-in feature should allow for ‘existing’ customers (those holding a Tennessee-issued driver license or photo identification card) to check in using a bar code reader. Bar code readers shall be capable of reading 2-D or 3-D bar codes. Existing customers having the option of scanning the bar code located on the back of a driver license or photo identification card, which will capture license information allowing a seamless check-in; and

(4) Each Check-in Kiosk shall have ticket printers. Tickets printed shall include at a minimum the DSC location name, unique ticket number, current date and time, and transaction type(s) of service requested (as established in response to questions asked of the customer). Ticket numbers shall not be duplicated within a given business day and given DSC location.

e. Printer Requirements (for the Check-in Kiosk):

(1) The Check-in Kiosk (with Printer) shall be strategically located in the lobby area and shall operate independently yet be interactive with the software on an Examiner’s workstation;

(2) The customer must receive a numbered ticket from a Check-in Kiosk ticket

Printer for the specific Service Category he or she desires;

(3) The ticket must be generated by the QMS software through the Check-in Kiosk ticket Printer;

(4) The software for the printer shall incorporate information needed for and related to each Service Category;

(5) The Contractor shall tailor the ticketing system to the particular DSC configuration, accommodating the particular services provided at the DSC;

(6) The Check-in Kiosk Printer shall be interactive with user capability to program a minimum of at least eight (8) separate Service Categories;

(7) The software for QMS must allow for customizable Service Categories in the event additional Service Categories are required in the future; and

(8) The information printed on the ticket shall include at a minimum the following:

i. Tennessee DSC name;

ii. Queue letter and number (letter for Service Category; number for place in line) digits shall be scalable to fit on the ticket;

iii. Service Category selected, if more than one Service Category available; and

iv. Date and time ticket generated (printed).

(9) The Contractor shall provide enough consumables for all DSCs to facilitate continued operations of all locations based on the daily average of usage throughout the State. During periods of expected high volume usage, the Contractor shall accommodate the State by providing additional consumables, if necessary and remit all additional requested consumables within two (2) business days of the State’s request.

f. Printer Requirements (for the Information Counter):

(1) The customer shall receive a numbered ticket from an Information Counter

Printer for the specific Service Category he or she desires;

(2) The ticket shall be generated by the Examiner via the Examiner Workstation

QMS Software;

(3) The ticket Printer(s) shall be strategically located at the Information Counter and shall print independently of the Check-in Kiosk and interact with the QMS;

(4) The software for this printer shall incorporate information needed for and related to a minimum of up to eight (8) separate Service Categories;

(5) The Contractor shall tailor the QMS to the particular DSC’s configuration based on services offered;

(6) The software for QMS must allow for customizable Service Categories in the event additional Service Categories are required in the future; and

(7) The information printed on the ticket shall include at a minimum the following:

i. Tennessee DSC name;

ii. Queue letter and number (letter for Service Category; number for place in line; digits must be, at a minimum, 7/16” high;

iii. Service Category selected, if more than one Service Category available;

and

iv. Date and time the ticket was generated (printed).

(8) The Contractor shall provide enough consumables for all DSCs to facilitate continued operations of all locations based on the daily average of usage throughout the State. During periods of expected high volume usage, the Contractor shall accommodate the State by providing additional consumables, if necessary and remit all additional requested consumables within two (2) business days of the State’s request.

g. Display Monitor Requirements:

(1) The following will be required by the Contractor:

i. 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;

ii. The display dashboard shall reflect current waiting customers by Service

Category;

iii. The current number being called shall appear at the top of the list and must be distinguishable from the previous tickets called;

iv. TV, or monitors, shall be clearly visible to seated customers waiting in the lobby. Lobby sizes differ at each DSC. TV, or monitors, shall be strategically placed in each DSC;

v. The QMS shall have an electronic display showing clearly visible characters and be readable from all points in a DSC’s waiting room or lobby area;

vi. The display(s) shall be alpha numeric (contain both letters and numbers) and handle a minimum of eight (8) Service Categories;

vii. All displayed numbers must simultaneously appear with the audio announcement; and

viii. The number being displayed must flash/blink, chime, and show the number of the Examiner Workstation the customer should go to for service.

h. Deluxe Media Rack Kits (“Kits”) Requirements:

(1) The Contractor shall provide deluxe media rack kits, or “kits”, to provide video and audio to the TVs, or display monitors, in DSCs where integration with Motor Vehicle Network “MVN” is not possible. The kits shall be rack mounted to be placed in closets at the DSCs; and

(2) Kits shall be comprised of the following:

i. Media personal computer (“PC”);

ii. High-Definition Multimedia Interface ("HDMI") transmitter;

iii. Two (2) HDMI receivers;

iv. 5-Port switch; and

v. Surge protector.

i. Static Signage Requirements:

(1) The State shall provide a static counter display that shall identify each Examiner workstation located at each DSC; this number shall correspond to the number displayed notifying a customer where to go to be served.

j. Speaker Requirements:

(1) The QMS shall have an audible message that will alert the customer that a number is now ready for service and the location, or Examiner workstation, at which service will be provided;

(2) The audio system shall be configurable to include custom phrases. Custom phrases should be in the same voice as other audio instructions. Content of the custom phrases and the voice to be utilized for the custom phrases shall be determined by the State and provided to the Contractor during the design phase prior to implementation.

(3) The QMS shall allow State designated personnel the ability to repeat, if necessary, a live audio announcement at any DSC;

(4) The QMS announcement shall be audible from all points in the lobby or waiting area of a DSC; and

(5) The QMS shall provide adjustable audio to be managed by State designated personnel at each DSC.

A.8. Software Requirements.

a. Client: Any new client-based tools shall be developed to function in the Microsoft Windows operating environment currently in use by the State.

b. Browser-based applications: Browser based applications shall be compatible with currently supported Microsoft Windows based browsers (i.e., MS Edge), and be updated as needed to support all subsequent web browser versions.

c. Licenses: The Contractor shall grant the State a license, or licenses, for an unlimited number of State designated users to use any and all software needed for the QMS. The

Contractor shall also grant the State administrator licenses for use by State designated personnel.

d. Hosting Packages and Short Message Service ("SMS") Text Plan: The Contractor shall provide a hosting package to cover the State’s users and facilitate SMS notifications.

The SMS package, including the SMS text plan, shall include the SMS gateway provider required to send text messages and establish the phone number from which texts will be sent; and include number of texts per year set by the State during the design phase.

e. Examiner Workstation QMS Software:

(1) Each Examiner workstation shall be equipped with web-based software enabling the Examiner to open and close the Examiner Workstation, to sign in with an Examiner ID number, to call and accept customers, and to sign out;

(2) The Examiner Workstation QMS Software shall have the capability for an

Examiner to manually register, or sign in, a customer to be served that did not previously take a number from the Check-in Kiosk; and

(3) The Examiner Workstation QMS Software shall automatically display — for the

Examiner — which number is to be called next.

f. Examiner Workstation:

(1) The Examiner, from the Examiner workstation, shall be able to view the queues for all Service Categories, as well as, call the next ticket based on the order established according to business rules and/or call a specific ticket number from an established list.

g. DSC Management:

(1) The QMS software shall show the number of customers in the queue by Service Category, and by location;

(2) The QMS software shall show the estimated ‘wait time’ of customers in the queue by Service Category;

(3) The QMS software shall show the longest running ‘wait time’ of customers in the queue by Service Category;

(4) The QMS software shall show the status of each Examiner workstation (i.e., ‘closed’, ‘idle’, ‘in-service’);

(5) The QMS software shall, when an Examiner workstation is 'in service', show the

Service Category and ticket number being served at each Examiner workstation;

(6) The QMS software shall, when an Examiner workstation is 'idle', show as available, but with no waiting customers;

(7) The QMS software shall show a running daily total of the number of customers served by each Examiner workstation;

(8) The QMS software shall have the ability to alert State designated personnel when pre-set conditions associated with customer service are being exceeded or not being met;

(9) The QMS software shall alert State designated personnel when pre-set transaction times for a Service Category have been surpassed;

(10) The QMS software shall alert State designated personnel when less than a pre set number of Examiner workstations are open (based on time-of-day and day-of-week);

(11) The QMS software shall alert State designated personnel when there is an ‘idle’ Examiner workstation with customers showing in the queue and allow an override;

(12) The QMS software shall provide State designated personnel, who have successfully completed Admin training, with the ability to edit the screen of the Check-in Kiosk (changing what is displayed, how it is displayed, etc.);

(13) The QMS software shall provide State designated personnel with the ability to view, create, and edit ticket formats (changing what is printed on a ticket, how it is printed on a ticket, etc.);

(14) The QMS software shall identify, capture, and report customers who fail to appear at an Examiner workstation for service (‘no shows’);

(15) The QMS software shall separate out the ‘no show’ customers from transaction time calculation and reporting, but include the 'no show' customers in all reports associated with wait time and total customers;

(16) The QMS software shall be capable of allowing State designated personnel the ability to view the running transaction time for the customer being served;

(17) The QMS software shall provide State designated personnel with the ability to customize messages sent or displayed to customers;

(18) The QMS software shall permit State designated personnel to establish the number of Examiner workstations, as well as, opening and closing time of Examiner workstation, and maximum service time when service queue shall automatically close with parameters and restrictions as established by the State.

i.e. facility/lobby capacity;

(19) The QMS Software shall provide State designated personnel with the ability to electronically, automatically, or manually close or suspend a service queue with parameters and restrictions as established by the State;

(20) The QMS Software shall provide State designated personnel with the ability to move a customer from one queue to another;

(21) The QMS Software shall have a mechanism to clear queues at the close of each business day; and

(22) The QMS software shall allow State designated personnel the ability to run reports as described in Section A.5.f.

h. Administrative Offices:

(1) The QMS shall provide a centralized dashboard that contains activity data on

Examiners, DSCs, regional, and district offices that can be extracted by State designated personnel and compiled into reports;

(2) The QMS software shall have administrative login management (i.e., managing logins at the administrative level);

(3) The QMS software shall have a password recovery option;

(4) The QMS software shall have an account lockout policy that permits State designated personnel to unlock an account when an Examiner has been locked out of the QMS;

(5) A centralized dashboard shall be available for displaying real-time queueing ticket numbers across the state of Tennessee, and shall also display data associated with the queueing tickets such as wait times, Service Categories, etc.;

(6) The QMS software shall have user management capabilities for adding or deleting users. The Contractor shall consult with the State if Active Directory authentication will be used;

(7) User management capabilities must be role-based and rights-based according to the State designated personnel's job role (i.e., Examiner shall have fewer rights, access, and capabilities than district managers, regional managers, and other State designated personnel);

(8) The QMS software shall contain DSC monitoring reports (downtime, status, up time, etc.);

(9) The QMS software shall provide real-time monitoring and have a real time monitoring screen or dashboard;

(10) The QMS software shall be configurable based on the parameters and restrictions as defined by the State; and

(11) The QMS shall have reporting capabilities to generate reports per Examiner, per

DSC, per district, per region, and statewide. The reporting capabilities shall be in tabular, graphical, PDF, exportable, and formats that provide summaries of data.

Data to be extracted by DSC branch, district, region, and statewide are as follows and as indicated in Section A.5.f.:

i. Customer wait times;

ii. Average wait times;

iii. Service Category reports;

iv. Summary reports;

v. Ticket reports;

vi. Ticket detail reports;

vii. Examiner reports;

viii. DSC branch reports;

ix. Performance reports;

x. Comparison reports;

xi. Region, district, and statewide reports;

xii. Workflow exception statistics;

xiii. Queue size exceptions; and

xiv. Workflow status.

A.9. Relocation Services.

a. Only upon written request from the State, the Contractor shall provide relocation services in accordance with the following:

(1) All relocations shall be coordinated with State designated personnel;

(2) The State shall notify the Contractor concerning the relocation of any hardware associated with the QMS. The State and the Contractor shall coordinate the scheduling of the relocation, to include at least a two (2) week lead time for any relocation;

(3) The Contractor shall be responsible for uninstalling the QMS and all associated hardware and peripherals from an existing location at the State’s request;

(4) The Contractor shall be responsible for transporting all uninstalled components to a new location — as designated by the State — and reinstalling all components;

(5) The QMS equipment to be uninstalled may include, but not be limited to the following:

i. QMS-controlling PC, Display Monitor, and Printer;

ii. Information Counter Printer;

iii. Check-in Kiosk;

iv. Display monitor(s) (for customers; in waiting area or lobby);

v. Static Counter Display Unit;

vi. Audio unit and related speakers (see Sections A.7.g. and A.7.i.); and

vii. Cabling that has been designated to be moved by State designated

(6) All relocation services shall be an all-inclusive cost as set forth in Contract Section C.3. and shall include the above and any software configuration/reconfiguration, project management, and any other activities necessary to complete the relocation.

A.10. Remodel Services.

a. Only upon written request from the State, the Contractor shall provide remodel services in accordance with the following:

(1) All remodels shall be coordinated with State designated personnel;

(2) The State shall notify the Contractor concerning the remodel of any DSC that impacts the operation of the QMS. The State and the Contractor shall coordinate the scheduling of any of services needed by the State from the Contractor for the remodel, to include at least a two (2) week lead time;

(3) The Contractor shall be responsible for uninstalling the QMS and all associated hardware and peripherals in an existing location at the State’s request;

(4) The QMS equipment that may be impacted by a remodel may include, but not be limited to the following:

viii. QMS-controlling PC, Display Monitor, and Printer;

ix. Information Counter Printer;

x. Check-in Kiosk;

xi. Display monitor(s) (for customers; in waiting area or lobby);

xii. Static Counter Display Unit;

xiii. Audio unit and related speakers (see Sections A.7.g. and A.7.i.); and

xiv. Cabling that has been designated to be moved by State designated

(5) All remodel services shall be an all-inclusive cost as set forth in Contract Section C.3. and shall include the above and any software configuration/reconfiguration, project management, and any other activities necessary to re-establish full functionality of the QMS after the remodel.

A.11. Training.

a. The Contractor shall provide training materials on the use of the QMS to include computer based training and related materials that may be utilized for distribution to State personnel. (See also Sections A.11.d. and A.11.e.)

b. The Contractor shall, upon request of the State, provide on-site or remote training at each of the eight (8) State designated districts. The Contractor shall, upon request of the State, provide refresher training in a format (i.e., on-site or remote) and on a time schedule determined by the State, as needed throughout the Contract Term. Upon request of the State, when there are any updates or upgrade changes to the functionality of the QMS, the Contractor shall provide remote webinar training.

c. The Contractor shall be responsible for delivering multiple levels of on-site or remote training. Each training level will be tailored to a specific audience, specific job duties, and cover each component of the overall QMS. Scheduling of the training shall be done in consultation with the State. Requested training materials (user guides, job aids, presentations, and other such material) shall be made available to the State at least fifteen (15) calendar days prior to any training session. (See also Section A.11.f.)

d. At each level of training, the Contractor shall:

(1) Provide sufficient training on the full use of hardware, peripherals, and the software, as well as, how to produce and configure reports;

(2) Provide, to each trainee, a hardcopy and soft copy user guide, or job aid, which contains information, step-by-step procedures, and instructions specific to each component of the overall QMS. Each user guide, or job aid, shall also include a complete list of possible error messages, together with instructions for locating and correcting each error and step-by-step instructions for solving common problems;

(3) Grant the State the ability to reproduce and internally distribute unlimited additional copies of all documentation and training materials at no additional cost to the State;

(4) Update or revise user guides and job aids when needed, especially when a system upgrade impacts (changes) how a process is performed; and

(5) Permit the State to make audio and video recordings of any training sessions for later use at no additional cost to the State.

e. Specific to System Administrator and Account Administrator training, the Contractor shall meet the following requirements for technical manuals:

(1) The Contractor shall create, maintain, and provide the State complete technical manuals. The manuals shall describe the overall aspects of the QMS configuration, operating instructions, and problem diagnosis of all separate components or features of the QMS. Corresponding technical specifications, such as equipment diagrams and/or specifications, and machine components shall also be noted in the manual;

(2) The Contractor shall maintain comprehensive as-built documentation on all the software aspects of the QMS, and its components, and shall provide the State with electronic copies of said documentation as revisions and/or changes are made. Documentation shall include system architecture diagrams;

(3) The Contractor shall provide at least five (5) full hardcopy sets of technical manuals and documentation materials to the State. The technical manuals and documentation materials must also be provided to the State in electronic format;

(4) The Contractor shall keep the technical manuals current, and update and inform the State whenever any change is made to any component of the QMS. The Contractor shall provide a copy of the updated changes to the State and shall make each revision available to the State a minimum of five (5) days prior to release. Each revision to the technical manuals shall be recorded and organized in a fashion that easily allows the reader to understand the technical specifications, system architecture, the software versions, file and database layouts, process procedures, and other relevant information at any point in the history of the QMS and each of its components;

(5) The Contractor shall not remove or redact any part of the technical manuals except to remove errors. Whenever an update is made to reflect a change, the obsolete information shall remain intact, accessible by State designated personnel, and be clearly marked that the information is updated, the period of time the information reflected the actual system design, and a reference to where the updated information is located; and

(6) The Contractor shall grant the State the ability to reproduce and internally distribute unlimited additional copies of all technical manuals at no additional cost to the State.

f. Training levels shall include:

(1) System Administrator. This training shall provide a comprehensive overview of each component of the overall QMS so that the State’s technical staff will have the knowledge necessary to operate and troubleshoot any of the components in the event of an emergency;

(2) Account Administrator. This training shall cover functions associated with administering user accounts. Account administration should include functions such as adding users, modifying account privileges, resetting account passwords, suspending account access, and deleting accounts;

(3) Train the Trainer. This training shall provide State designated personnel enough knowledge on the use of each component of the QMS so that they can train end users;

(4) End-User Training. This training shall cover all functions associated with proper operation and use of each component of the QMS. The training shall provide hands-on experience with all equipment and the software in such a way to ensure that all users will become familiar with the QMS and how to use it. This shall include, but not be limited to, utilizing the QMS to:

i. Issue, call, and/or transfer tickets;

ii. Understand customer flow (understanding how the QMS works from the customer's perspective as well as managing the flow of customers such as placing them in line and moving them around);

iii. Capture points of data collected for statistical purposes;

iv. Learn how to monitor and manage live customer flow;

v. Learn how to manage and monitor staff activity;

vi. Generate and interpret reports;

vii. Learn which types of data are captured by the QMS; and

viii. Access and understand the historical data.

(5) Ongoing Training. In the event an upgrade impacts any component of the QMS, the Contractor shall provide training at the level impacted by the change. For example, if the upgrade made a change to administration of the QMS, the Contractor shall provide additional System Administrator level training; and

(6) Online Help and Tutorials. The QMS shall include online documentation and training materials that cover topics such as context specific help and search capability including technical and procedural information.

A.12. Solution Phases, Project Management, and Project Management Plan.

a. Comprehensive Project Management Plan. The Contractor shall, begin drafting a Comprehensive Project Management Plan while carrying out the tasks of each phase described above. The plan shall be submitted within seven (7) calendar days of the Effective Date, for the State’s approval the following documentation:

(1) A Comprehensive Project Management Plan that includes, at a minimum, the following:

i. Project schedule;

ii. Milestones and critical management checkpoints/reviews;

iii. Assumptions/understandings;

iv. Risks and constraints;

v. Process for tracking issues/action items;

vi. Format of weekly and monthly status reports;

vii. Final acceptance processes and criteria; and

viii. Stakeholder sign-offs.

b. The Contractor shall continue to maintain and keep updated the Comprehensive Project Management Plan developed for the initial project, based on the principals set forth by the Project Management Institute (“PMI”) and using the Project Management Body of Knowledge ("PMBOK") methodology to manage the project. The Comprehensive Project Management Plan shall be used by the State and the Contractor to achieve the following:

(1) Organize, prioritize, coordinate, integrate, and monitor project activities in order to deliver the required products (deliverables) within scope, quality, time, and cost constraints;

(2) Effectively communicate in order to keep project staff, stakeholders, and executive sponsor management apprised…