ESBD_File_335366_SOLICI_23R0020994.pdf

DEPARTMENT OF PUBLIC SAFETY OF THE STATE OF TEXAS

SOLICITATION NO.

405-23R0020994

TYPE OF SOLICITATION

NEGOTIATED – REQUEST FOR

OFFERS (RFO)

DATE ISSUED

09/01/2023 Appointment Solutions

Vendor must submit electronic responses no later than 5:00 P.M. Central Time on 10/02/2023 to the following address.

DPS_Solicit_Response@dps.texas.gov

Attention: 405-23R0020994

DPS is not currently accepting any in-person solicitation responses. DPS will only accept electronic responses received by the date and time indicated in the solicitation.

FOR INFORMATION CONTACT:

Kristy Watts, CTCD, CTCM

Contract Administrator

PHONE: 512-424-2448

EMAIL: Kristy.Watts@dps.texas.gov

RESPONSE (Respondent must fully complete)

DISCOUNT FOR PROMPT PAYMENT: 10 DAYS

20 DAYS

30 DAYS

___ DAYS

ACKNOWLEDGMENT OF ADDENDA:

Respondent acknowledges receipt of Solicitation addenda and related documents numbered and dated:

ADDENDUM NO. DATE ADDENDUM NO. DATE

NAME AND ADDRESS

OF RESPONDENT:

RESPONSE DATE

EMAIL AND TELEPHONE NO. (Include area code)

SIGNATURE OF AUTHORIZED REPRESENTATIVE

NAME AND TITLE OF AUTHORIZED REPRESENTATIVE

CERTIFICATION, DISQUALIFICATION, AND REMEDIES

By signing this document, Vendor represents and warrants that all statements, certifications, and information submitted in response to this solicitation are true, current, complete, and accurate.

Failure to sign will disqualify response. DPS may pursue and enforce any available remedies against Vendor for making false statements, including disqualifying the Vendor’s response, immediately cancelling any Contract awarded to Vendor, or recommending State of Texas debarment.

TERM, PRICING, AND FUNDING

The contract term commences on the effective date stated in the signing document, or purchase order and expires five years from that effective date.

If necessary, at the end of the contract term, DPS may also extend the Contract as described in the Standard Terms and Conditions section entitled “Option to Extend Services.”

DPS will not allow changes after Date of Award to terms or pricing during either the initial term of the Contract or any optional renewal period. The continuation of the Contract for any period is subject to the availability of DPS’s funding source for the Contract.

mailto:DPS_Solicit_Response@dps.texas.gov

Template Approved 5/26/2022

SECTION A—DEFINITIONS

SECTION B—SERVICES AND PRICES

B.1 PRICING REQUIREMENTS

B.2 INVOICE REQUIREMENTS

B.3 PAYMENTS

B.4 MANDATORY PRICING SCHEDULE

SECTION C - STATEMENT OF WORK

C.1 INTRODUCTION

C.2 SCOPE

C.3 PROJECT SCHEDULE AND PLAN

C.4 TRANSITION

C.5 DPS PERSONNEL

C.6 LIQUIDATED DAMAGES

C.7 HISTORICALLY UNDERUTILIZED BUSINESSES (HUB) PARTICIPATION

C.8 INSURANCE REQUIRED UNDER THE CONTRACT

C.9 CRIMINAL HISTORY BACKGROUND CHECK

C.10 PROJECT MANAGEMENT REQUIREMENTS

C.11 CYBER SECURITY CONTRACT REQUIREMENTS

C.12 INFORMATION TECHNOLOGY STANDARDS AND REQUIREMENTS

SECTION D—INSTRUCTIONS, CONDITIONS, AND NOTICES TO RESPONDENTS

D.1 RESPONSE PREPARATION INSTRUCTIONS

D.2 SOLICITATION ADDENDA

D.3 LATE SUBMISSIONS, CHANGES, AND WITHDRAWALS OF RESPONSES

D.4 RESPONSE ACCEPTANCE PERIOD

D.5 CONTRACT AWARD

D.6 DPS’s RIGHTS

D.7 RESPONSE SUBMISSION INSTRUCTIONS

D.8 PRESENTATIONS

D.9 DISCUSSION AND CORRESPONDENCE

D.10 SUBMISSIONS SUBJECT TO THE TEXAS PUBLIC INFORMATION ACT

D.11 AGENCY POSTING OF CONTRACTS

D.12 ANTICIPATED SCHEDULE OF EVENTS

SECTION E—EVALUATION CRITERIA

SECTION F—LIST OF EXHIBITS

SECTION A—DEFINITIONS

The following terms and acronyms used in the Contract have the meanings given in this section unless the context indicates otherwise.

“Business Day” means Monday through Friday except for federal, state, and legal holidays observed by the State of Texas.

“Business Hours” means 8:00 a.m. to 5:00 p.m. Central Time.

“Contract” means this formal, written, and legally enforceable agreement between DPS and Contractor.

“Contractor” means the individual, business entity, or organization awarded the Contract. In the context of submitting a response, “Contractor” also means “Respondent” and “Vendor.”

“Date of Award” means the date the Contract is fully executed.

“Days” means calendar days unless otherwise specified.

“DPS” means the Department of Public Safety of the State of Texas, a state agency in the executive branch created under Tex. Gov’t Code Ch. 411.

“Fiscal Year” means any of the one year periods beginning September 1 and ending August 31 used for annual budgetary purposes by the State of Texas.

“Parties” means Contractor and DPS.

“Project Personnel” means any Contractor employee with physical or logical access to DPS property or Data.

“Respondent” means the individual, business entity, or organization that submits a response in response to this solicitation with intent to contract with DPS.

“Vendor” means the individual, business entity, or organization at any stage in the procurement or contracting process (prior to response, during response, and after contract award).

SECTION B—SERVICES AND PRICES

B.1 PRICING REQUIREMENTS

B.1.1 Pricing Instructions

A. Respondent must submit proposed pricing on the Mandatory Pricing Schedule that includes all costs, fees, licenses, and all expenses for Contractor’s delivery and performance of the commodities or services requested. The final negotiated, contracted pricing and payment structure will represent Contractor’s sole compensation under the Contract. DPS guarantees no minimum compensation under the Contract.

B. DPS will negotiate pricing prior to award of the Contract if the pricing offered appears that it may not be best value to DPS.

C. Contractor must deliver and provide the commodities and services described in compliance with all requirements of the Contract on a no minimum, as needed, as requested basis. Notwithstanding anything else to the contrary in the Contract, DPS will not make any payments of any amount to Contractor or any other entity or person, and Contractor will not submit any invoices, until Contractor has received approval from DPS’s Contract Monitor specifically stating that DPS accepts the commodities or services, and Contractor is authorized to submit an invoice. If DPS does not accept the commodities or services, the Contract will involve no payments of any type for any amount.

B.1.2 Financial Rating Report, Financial Resources, and Ability to Perform

A. Upon request, Respondent must provide evidence of its financial resources and its ability to provide the commodities or perform the services for which Respondent is submitting a response. This includes information Respondent believes is pertinent to demonstrate its financial capability, financial solvency, and capacity to fulfill the requirements of this solicitation.

B. Evidence of financial stability include providing audited financial statements for each of the last two years of Respondent’s operations or, in the alternative, financial statements compiled, reviewed, and attested by an independent certified public accountant or certified public accounting firm. Respondents may submit a copy of its Dun & Bradstreet (D&B) Business Information Report. If a D&B Report is submitted the report must include Respondent’s Viability Score and the Portfolio Comparison Score or similar ratings.

C. Respondent must provide information and any other financial information reasonably requested by DPS consistent with the services provided by Respondent or otherwise required by the then applicable DPS policies for similar contracts.

D. Selected Contractor must also submit to the Contract Administrator its financial rating information within 120 days after the end of Contractor’s fiscal year.

E. DPS reserves the right to investigate and determine the financial integrity and responsibility of a Respondent and to reject a response on the grounds of Respondent’s lack of financial soundness, or if DPS reasonably concludes, after reviewing the information submitted by Respondent as well as all other relevant information obtained by DPS, that significant issues exist that could jeopardize Respondent’s full and timely performance. DPS also reserves this same right throughout the life of the Contract, including before executing any optional renewal with Contractor.

F. Respondent represents and warrants that it is not engaged in business with Iran, Sudan, or a foreign terrorist organization, as prohibited by Section 2252.152 of the Texas Government Code.

B.2 INVOICE REQUIREMENTS

A. Invoices are Contractor’s billing for commodities or services rendered. DPS will pay

Contractor based on itemized invoices submitted to and approved by DPS. The invoices must be itemized and clearly identify the actual commodities and services provided.

B. Contractor’s invoice must include the following: the Contract number, the remittance address, and any prompt discount offered. Contractor must email the invoice to the Contract Monitor listed in the Contract and to apinvoices@dps.texas.gov.

The State of Texas will not incur any penalty for late payment if the invoice fails to conform to the requirements of this section or if Contractor did not email the invoice to the appropriate email addresses identified in this section.

B.3 PAYMENTS

A. DPS recommends that Vendor receive payments by electronic funds transfer (EFT), also known as direct deposit. If Vendor elects to be set up for direct deposit payment, Vendor must submit a completed Direct Deposit Authorization Form (74-176).

B. Regardless as to whether Direct Deposit is chosen, Vendor must submit a completed Application for Texas Identification Number (AP-152) and Request for Taxpayer Identification Number and Certifications (W-9) Form with its response.

C. If Vendor has previously submitted a completed Direct Deposit Authorization Form and Request for Taxpayer Identification Number and Certifications Form to DPS for another separate contract, Vendor is not required to submit another form.

mailto:apinvoices@dps.texas.gov

B.4 MANDATORY PRICING SCHEDULE

Respondent must submit pricing within the table below replicating, as necessary, in this exact format.

Table 1 – Solution prices are inclusive of all costs, fees, licenses, and expenses incurred to meet DPS final acceptance of the Solution.

This includes requirements gathering, system design, customization, data migration, and training as described throughout the Contract.

Maintenance and Support pricing begins after DPS’s final acceptance of the Solution.

TABLE 1

APPOINTMENT SOLUTIONS

Item Description QTY UOM Deliverable Pricing

Appointment Solution Subscription (Provide the monthly total cost for all DL offices)

1 Mthly $

2 Software Maintenance and Support 1 Mthly $

Discovery and Requirements Gathering (During Implementation period)

1 Lot $

4 System Design and Customization (During Implementation period) 1 Lot $

5 Data Migration (During Implementation period) 1 Lot $

6 Pilot Phase 1 Lot $

7 On-Site Training Session 1 EA $

8 Web-Based Training Session 1 EA $

Table 2 - Vendor may invoice monthly for any installs, defect free, within the same month. Pricing must be inclusive of all costs incurred by the Vendor for a full install.

TABLE 2

APPOINTMENT SOLUTIONS HARDWARE

Item Description QTY UOM Unit Cost Estimated Office Count QTY Total Cost Per Office Count

Driver License Center (average of 901 customers served per day) Estimated 14 offices, count subject to change.

1 Mthly $ 14 $

Large Driver License Office (average of 459 customers served per day) Estimated 20 offices, count subject to change.

1 Mthly $ 20 $

Medium Driver License Office (average of 302 customers served per day) Estimated 33 offices, count subject to change.

1 Mthly $ 33 $

Small Driver License Office (average of 123 customers served per day) Estimated 166 offices, count subject to change.

1 Mthly $ 166 $

Table 3- Vendor must use table to identify hourly rates and positions for Future Modification and Enhancement Services to include customization, enhancements, and other related services within the scope of this Contract. Vendor must provide firm fixed hourly rates and a complete and detailed listing of its technical staffing positions by title and description of duties for services performed during regular Business Hours.

13 Install (per office) 1 Ea. $ 233 $

Cost to add or remove an office of any size. (DL Center, Large, Medium or Small DL office)

1 Ea. $ N/A N/A

TABLE 3

HOURLY RATE PRICING FOR POTENTIAL FUTURE MODIFICATION AND ENHANCEMENT SERVICES

VENDOR/ SUBCONTRACTOR

COMPANY NAME

POSITION TITLE AND DESCRIPTION OF

DUTIES COST

SECTION C - STATEMENT OF WORK

C.1 INTRODUCTION

DPS’s Driver License Division (DLD) is seeking an Appointment Solution that:

A. Allows Driver License (DL) customers the ability to self-schedule appointments online in the office or by telephone for services offered in DL offices, B. Allows DL customers to check-in at the DL office at the time of their appointment, C. Can direct customers in the DL Office to specific workstations or personnel based on the type of service each customer has an appointment for, D. Contractor will provide the necessary hardware to support the Contractor-Hosted

Appointment Solution if required, E. Is Contractor-Hosted, which must include software and hardware.

The Appointment Solution must allow up to 5000 users simultaneously at any given time. All driver's license office employees require access to the appointment solution, with user rights determined by their role, regardless of the various branch sizes. Various branch sizes are determined by the number of counters available to serve the public.

- A Small Driver License Office has 1-4 counters. Estimated 166 offices (average of 123 customers served per day), count subject to change.

- A Medium Driver License Office has 5-9 counters. Estimated 33 offices (average of 302 customers served per day), count subject to change.

- A Large Driver License Office has 10-21 counters. Estimated 20 offices (average of 459 customers served per day), count subject to change.

- A Driver License Center has a minimum of 22 counters, with the largest having 64.

Estimated 14 offices (average of 901 customers served per day), count subject to change.

The Appointment Solution must provide DPS access to real-time and historical appointment data to improve management’s ability to forecast demand and resource needs and improve customer wait times and customer satisfaction. The Appointment Solution and support must be available 24 hours a day, seven days a week.

DPS provided Driver Licenses, identification cards, and other services to more than sixteen million customers in the fiscal years 2021 and 2022 across all DL offices. Currently, DPS has 233 DL offices. Office numbers may increase or decrease as requirements evolve throughout the contract's life. The current full-time employee cap for personnel working in a driver license office on a counter or oversite of appointment scheduling is equivalent to 2,707. The full-time cap is subject to change.

The selected Contractor, if any, under any contract resulting from this RFO must provide a subscription to the Appointment Solution configurable by DPS.

C.2 SCOPE

The Contractor must provide and host an Appointment Solution configurable by DPS to meet DPS’s needs for customer appointment scheduling online and customer check-in at the DL offices. The Appointment Solution must include the capability for the individual DL offices to create time slots of different durations in their schedule calendars for the different types of transactions allowed, up to 180 days in advance. DPS and Contractor must mutually agree upon final Appointment Solution specifications throughout the implementation process and in writing.

The Contractor must provide an Appointment Solution capable of interfacing with DPS’s Driver License System (DLS) to ensure the customer is eligible to schedule an appointment for any transaction requested. The Contractor must provide system access control, account management, and incident reporting to fulfill the requirements of this Contract.

C.2.1 General Requirements

A. Appointment Solution must allow authorized DPS users to create, view, modify, cancel, reschedule, and add notes to an appointment in a calendar view on a computer and a hand-held device.

B. Appointment Solution must provide the ability to display the customer name and DL, Identification (ID), or Election Identification Certificate (EIC) number in the appointment slots.

C. Appointment Solution must allow DPS users to create an appointment schedule calendar for the DL office up to 180 days in advance.

D. Appointment Solution must allow expansion to add a non-DPS entity and function other than that of DPS, which may be co-located in a DL office.

E. Appointment Solution must auto-populate customer information when rescheduling an appointment and allow DPS users to change/edit customer information as needed.

F. Appointment Solution must provide a user-friendly snapshot view for DPS users that displays all time slots (available or not) for any given day, week, or month and updates in real-time when customers schedule, reschedule, or cancel appointments. For the purposes of this section, user-friendly must mean easy to use and easy to learn.

G. Appointment Solution must display the customer’s DL/ID/EIC number on the user-friendly snapshot view for any appointment scheduled, allowing DPS users to access additional customer details.

H. Appointment Solution must provide a customizable fixed appointment status field that allows DPS users to input appointment status such as confirmed, no-show, completed, canceled, and reason for cancellation.

I. Appointment Solution must provide the ability to configure data elements required for customers to schedule an appointment (e.g., name, email, DL/ID/EIC number, phone number, service type).

J. Appointment Solution must allow flexibility to mask templated appointments created up to 180 days out with the ability to release them to the public on demand.

K. Appointment Solution must allow administrator access to configure new DL offices, timings, and other criteria defined by DPS management at any time based on business needs.

L. Appointment Solution must allow a walk-in customer to schedule an appointment, if available, for that day, at that location. If a walk-in customer already has the same service type appointment later, the system must cancel the later appointment upon confirmation of the appointment.

M. Appointment Solution must have no latency when using the DL office computer systems to create customer appointments, post/publish customer appointments, or when otherwise using the Appointment Solution. The system must progress from screen to screen without any lag time. Load-testing will be requested at the discretion of the Department.

N. Appointment Solution must be programmed to be accessible through multiple browsers and mobile users’ platforms. When there is a network outage, the system should display a message stating the capability is down with an ETA for a fix.

O. Appointment Solution must provide the ability to search current, past, or future scheduled customer appointments for all offices or a specific office using single or multiple search criteria. To include, but not limited to, items such as date, time, first name, last name, transaction type, phone number, DL, ID or EIC number, email, service type, or appointment confirmation number.

P. Appointment Solution must provide the ability to determine who (what DPS user or customer) made the appointment, with date and time. The Solution must track all changes that were made for each appointment.

Q. Appointment Solution must include a back/previous and next button for use on all devices utilized to create appointments by customers and DPS users.

R. Appointment Solution must provide the ability for specific DPS users to easily modify, override, or overbook a time slot when adding to or changing the schedule.

S. Appointment Solution must provide DPS users an alternative option to check-in customers if the kiosks are not working.

T. Appointment Solution must provide a way to easily modify, override, or overbook a customer appointment into a time slot on the schedule, if needed, by specific users as defined by DPS management.

U. Appointment Solution must provide a way for a DPS user to export appointment schedules for a specific, multiple, or all offices into Excel, PDF, or other spreadsheet software from any past, current, or future date(s). The Solution must allow DPS users to select and export one service type, multiple service types, or all service types.

V. Appointment Solution must be able to provide services and functions based on the business hours of an individual office. The Solution must also provide the ability to customize hours of operation by an individual office.

W. Appointment Solution must be able to lock/block customers from booking bulk appointments for multiple customers or offices. The solution must also be able to lock/block anyone found misusing the system by DPS management.

X. Appointment Solution must ensure all information entered by the customer is visible and available for the DPS users to see in the Appointment Solution software.

Y. All screen views that provide columns/rows of information such as customer appointments, reports, user profiles, etc., must have sorting capabilities.

Z. All customer and employee screen layouts need to be customizable and user-friendly. This feature should allow authorized DPS users to customize the layout for the public site, kiosks, and the dashboard used in the offices.

AA. Appointment Solution must recognize when a customer already has an appointment without a required match of all appointment criteria when an appointment is being made, rescheduled, or modified by a DPS user. When another appointment is found, it must be easy for the DPS user to cancel, reschedule, or modify the appointment.

BB. The appointment solution must provide a forecasting tool/appointment calculator to solve our complex scheduling needs to determine the appropriate number of appointments and appointment types to publish statewide with available resources.

CC. Appointment Solution must provide the ability for a DL office to customize kiosk features for their individual office.

DD. Appointment Solution must provide the ability to make appointments on the kiosk for the same day, any day, or other offices. These options must be customizable per office and per kiosk.

EE. Appointment Solution must be able to interface with the Department’s third-party payment Vendor to collect a fee at the time of making the appointment if authorized later by legislation. If authorized, a fee may be established for not canceling a scheduled appointment with proper notice or in the event of a no-show.

FF. The Vendor must provide customer support via telephone, email, or chat to customers experiencing problems making an appointment (this can be priced as optional).

GG. The Vendor must provide real-time updates to the DPS website on in-office wait times and booking times for every DLO.

C.2.2 Customer Appointment Scheduling

A. Appointment Solution must provide self-service scheduling web pages for customers to easily and quickly create, edit, or cancel appointments on computers, hand-held devices, and telephone after checking eligibility by interfacing with the DLS (as appropriate). The Solution must be accessible through multiple browsers and mobile users’ platforms.

B. Appointment Solution must have Interactive Voice Response capability.

C. Appointment Solution must allow customers to schedule an appointment using, at the minimum, the customer’s first and last name, email, phone number, date of birth, and last four numbers of their Social Security number.

D. Appointment Solution must allow customers to self-schedule an appointment at a designated office location of the customer’s choice for a specific service type online through any Web-enabled device.

E. Appointment Solution must allow customers to view appointment slots at the DL office selected and other offices listed by proximity and availability.

F. Appointment Solution must allow customers to only view, edit, or cancel their own appointments and information.

G. Appointment Solution must provide customers a snapshot view of available appointment time slots at an office by day, week, or month when scheduling an appointment for a specific service type.

H. Appointment Solution must display the service type and description when a customer is scheduling an appointment.

I. Appointment Solution must prevent customers from scheduling multiple appointments for the same service type at one location or across multiple locations when the customer has an appointment currently scheduled for a particular service type.

J. Appointment Solution must allow customers to schedule a subsequent appointment for the same service type if an earlier opportunity presents itself. Upon confirmation of the new, earlier appointment, the system must cancel the same service type appointment initially scheduled for a later date.

K. Appointment Solution must allow customers to select the User Interface (UI) Language

(English or Spanish) on the scheduling website and send notifications in the chosen language.

L. Appointment Solution must interface with the DLS when customers schedule any appointment for which a check for eligibility is required and inform them if they are eligible to perform the transaction online. If a customer can complete the transaction online, the Solution must provide an option to redirect the customer to the online transaction page.

M. Appointment Solution must allow customers to easily cancel appointments by replying to a text message or a cancel link in an email with one click.

N. Appointment Solution must allow customers to easily reschedule appointments by replying to a text message or a link in an email to reschedule.

O. The customers must be able to check in remotely via a mobile device, web enabled device, or email notification, once they are inside the office location. The solution must provide a notification message(s) to the customer when they check-in. For example, to listen for their number to be called in the office.

P. Appointment Solution must provide the ability for DPS management to customize and change at any time the amount of time in minutes a customer can check in early and late based on DPS business needs. This option must be customizable for mobile, web, email, and kiosk check-ins.

Q. Appointment Solution must provide the ability to add a calendar option for the customers to select a particular date when they want to make an appointment. The system must provide the customers an option to select a date around the original date or the next available appointment date if the date they selected is not available.

R. Appointment Solution must utilize a decision tree for scheduling a road test. This can be changed at any time based on DPS business needs.

S. Appointment Solution must require an email address to make an appointment. This can be changed at any time based on DPS business needs.

T. Appointment Solution must allow vetting of customers with basic customizable questions defined by DPS to find an appropriate appointment for the customer. These customizable questions can be changed at any time based on DPS business needs.

U. The Vendor must be able to integrate with the DPS Interactive Voice Response (IVR) system.

This integration is meant to allow technology-challenged customers an opportunity to create an appointment via the telephone.

V. The Vendor must be able to receive and transfer phone calls via Public Switch Telephone

Network (PSTN) or internet connection.

W. DPS must be able to provide a template for incoming customer email messages.

X. DPS must be able to change the email template as necessary.

Example:

On the Appointment “Log On” web page, at the bottom section, a statement should be present “If you are experiencing difficulty with the login process, please email the Customer Service Center at TXScheduler@dps.texas.gov .” The email must provide a template for customers to enter their personal information.

*Subject: Appointment *The following information is required to process your request.

Full name:

DL/ID# (If Applicable):

Date of Birth:

Last 4 Digits of SSN (If Applicable):

Telephone number:

Desired office location or Zip Code:

Reason: Please select one of the following, 1: Original DL or ID card 2: Apply for TX learner license 3: DL services requiring a skills test 4: Apply for CDL or take the CDL skills test 5: Renew, Change or Replace Texas DL or ID card 6: Type your choice here:

Note: If you currently have a Texas ID card and would like to apply for a Texas Driver license, you will need to surrender your Texas ID prior to scheduling an appointment.

Please use form DL-174 and submit it to customerservicedl@dps.texas.gov. To review frequently asked questions regarding scheduling, click here.

C.2.3 Notifications

A. Appointment Solution must provide configurable automated email and text reminders to

DPS users and customers that include:

1. Location.

2. Date and time of appointment.

3. Service type.

4. Description.

5. Link back to the appointment page to edit, cancel, or reschedule an appointment.

6. Text and email content.

7. Ability to send two to four reminder notifications via SMS.

8. Time periods to send reminders before scheduled appointment (e.g., 1 to 7 days); and

9. Checklists of forms and required documentation to bring to the appointment.

B. Appointment Solution must provide the ability for DPS users to resend bulk or individual appointment reminders, individual customizable messages, preset messages, and DPS customized notifications on demand via text, telephone, or email.

C. Appointment Solution must also provide the ability to send bulk messages by service type, time, and other criteria defined by DPS management.

D. Appointment Solution must provide the ability to send automatic appointment reminders or cancellation messages, as appropriate, per the customer’s preferred communication method (such as email, SMS message, or telephone).

E. Appointment Solution must provide the ability to manually communicate emergencies by location, such as office closures through bulk email, SMS messages, and voice communications. The individual DL offices need to have the ability to turn off all automatic notifications in the event of an office closure.

F. Appointment Solution must provide the ability to send customers a notification (email, text, telephone) before and after check-in.

G. Appointment Solution must provide the ability to auto send an appointment cancellation message (email, SMS, telephone) to a customer that is defined as late (in a number of minutes) from the time the customer is summoned (no show). The minutes must be configurable at any time based on DPS business needs.

H. Appointment Solution must provide the ability to send the customer a telephone, email, or text message when they have been summoned to a counter to be serviced.

C.2.4 Scheduling Configuration

A. Appointment Solution must allow real-time configuration of appointment schedule by office location, including:

1. First-time slot.

2. Last time slot.

3. Time slot duration per service type in minute increments.

4. Number of time slots available per day per service type.

5. Number of concurrent appointment slots per service type.

6. Walk-in customer availability (viewable and editable internally); and

7. Whether to allow same-day appointments by service type.

B. Appointment Solution must allow the ability to configure how far in advance customers can schedule an appointment by location.

C. Appointment Solution must provide the ability to define the following by office:

1. Hours of operation.

2. Office open/close days.

3. Hours available for scheduling appointments.

4. Type of appointment per time slot; and

5. Service types offered.

D. Appointment Solution must provide the ability to customize appointment availability for an office a minimum of 180 days in advance.

E. Appointment Solution must provide the ability for a customer to schedule a same-day appointment in a DL office or any other location (if an appointment slot is available) or schedule an appointment for a future date on the kiosk.

F. Appointment Solution must provide the ability for a customer to view, modify, cancel, or reschedule an appointment at the kiosk for a DL office or any other location.

G. Appointment Solution must provide the ability for defined DPS users to create standing appointments to hold a block of times to process transactions in bulk.

H. Appointment Solution must free up an appointment slot upon customer cancellation and allow it to be used by another customer (except for road tests).

I. Appointment Solution must provide the ability to search for a customer and list all customer activity.

J. Appointment Solution must provide the ability for DPS users to check in a customer regardless of their appointment time, day, location, or appointment status (canceled, completed, no show, etc.) The Solution must permit the override/overbook of a customer into a time slot without making another appointment. Upon customer check-in, the system needs to provide a warning message and an option to release any current or future appointment to make it available for another customer to book. This function must be available at the kiosk for all DPS users to utilize by entering a code such as an individualized employee identification number.

K. Appointment Solution must provide the ability to prevent road tests canceled by a customer from being immediately available until the office releases them the next day.

The solution needs to provide the ability to have an auto release for these cancellations if the office does not release them at a specific time. The auto-release feature/times can be changed by the individual offices at any time, based on the business needs.

L. Appointment Solution must be able to select/add/group as many service types into an appointment slot as needed to meet business needs. DPS must have the ability to modify service type groups as needed.

M. Appointment Solution must be able to see how many appointments of each service type are being posted before they are published to the public.

N. Appointment Solution must provide the ability to see how many appointments are booked and are available at a glance when viewing the schedule.

O. Appointment Solution must be able to track all changes made by any DPS user to individual appointment slots or the office schedule for any current, future, and past dates.

These changes must be available in the Appointment Solution and the business reporting.

P. Appointment Solution must be able to control who has access to alter an office schedule.

Access will be defined by DPS management.

Q. Appointment Solution must provide DPS users with the ability to select what service types are displayed on the calendar by choosing a single, multiple, or all service types for the day, week, or month. Each service type needs to be individually color-coded.

R. Appointment Solution must have the ability to create time slots for appointments in any minute intervals.

S. Appointment Solution must be able to save or copy a schedule from one day to another day, week, or month.

T. Appointment Solution must be able to create/publish DPS-only slots that DPS users can only book at that specific office and Customer Service Center-only slots that only Customer Service Center staff can book. The Appointment Solution must also provide the ability for DPS personnel to publish appointments only available for customers to book at selected kiosks.

U. Appointment Solution must allow DPS users to delete/edit or change appointments that are not booked. Deleted appointments must be removed entirely and not be visible to DPS users or the public. A delete confirmation message must appear prior to deletion.

V. Appointment Solution must be able to add appointments to an existing schedule at the same time and merge the appointment slots without canceling the current appointments or duplicating them.

W. Appointment Solution must show all information for all types of appointments on the daily schedule.

X. Appointment Solution must include safeguards to prevent posting appointments on a holiday, a non-business day, or outside operating hours, as determined by the department, before publishing to the public.

Y. Appointment Solution must be able to easily bulk cancel or bulk cancel/reschedule appointments and send messages to the customers regarding their cancellation.

Z. Appointment Solution must provide the ability to see all customers’ information after customer, office, or office bulk cancellations.

AA. Appointment Solution must provide the ability to quickly view when the next available appointment is for each transaction type.

BB. Appointment Solution configuration must be intuitive and user-friendly.

C.2.5 Security

A. Appointment Solution must provide a method to ensure that a customer can schedule only one appointment per service type.

B. Appointment Solution must interface with the DLS to authenticate valid customer login and eligibility.

C.2.6 Services Type

A. Appointment Solution must allow the creation of different service types for appointment scheduling per location. Examples of service types include but are not limited to; the issuance, renewal, replacement or modification of a driver license, commercial driver license, identification card, or election identification certificate. Service types also include knowledge and skills test.

B. Appointment Solution must interface with Department’s DLS based on the selected service type.

C. Appointment Solution must allow customizable configuration of each service type per location, including:

1. Service duration.

2. Prerequisites required; and

3. Active or not.

D. DPS management must have the ability to create, add, remove, or edit service types based on current and future business needs.

C.2.7 Audio/Video Requirements

A. Appointment Solution must provide the ability to add speaker components to integrated monitors (lobby display) based on office square footage.

B. Appointment Solution must provide the audio option to summon customers by ticket number for service in English or Spanish based upon the language selected at check-in.

C. Appointment Solution audio must be amplified with adjustable volume capable of providing understandable directions.

D. Appointment Solution must provide an option to customize the audio recordings for use when summoning customers.

E. Appointment Solution audio must provide the ability to make live public address announcements.

F. Appointment Solution must provide an audio announcement of the ticket number and counter assignment when summoning a customer.

G. Appointment Solution must have a speaker system that will allow the office to control the volume per office section and outside.

C.2.8 Check-in Ticket

A. Appointment Solution must provide the ability to dispense a check-in ticket in the language selected (English or Spanish) when customers check-in for an appointment at a DL office.

B. Appointment Solution must provide a way for DPS users to check in customers and issue tickets independent of the customer self-service stations to limit the impact on customer flow.

C. Appointment Solution must provide an option for an electronic ticket, deliverable to a mobile wireless device, or email.

D. Appointment Solution ticket issued to the customer must include the customer name, office name, location, date, appointment time, service type, and other details related to the transaction or information DPS management would like to display. This needs to be customizable per office and can be changed anytime.

E. Appointment Solution must allow the ability to specify alpha numeric characters used on check-in tickets defined by DPS management.

F. Appointment Solution must provide a QR code and bar code to customers via email or text (depending on the customer’s selection) that will immediately check the customer in upon scanning the code at the kiosk without pressing anything on the kiosk. This feature must also be available on other compatible equipment such as tablets, phones, and hand-held devices.

G. Appointment Solution must provide a customizable/configurable feature for each office to adjust/delay the amount of time in minutes and seconds from when a customer checks in to when their ticket is summoned to the counter. Each office needs to be able to create their own consecutive time interval schedule and input their delay times. This feature needs to be easy to configure.

C.2.9 Lobby Display Requirements

A. Appointment Solution must have multiple configurable display sections capable of displaying content from various sources on office monitors, including video, TV, or other graphical display.

B. Appointment Solution must allow the ability to configure what displays on office monitors, including:

1. Current customer number being summoned.

2. Appropriate License & Permit Specialist (LPS) workstation per customer check-in number; and

3. Previous numbers summoned based on a configuration setting.

C.2.10 Appointment Queueing Management at the Driver License Office

A. Appointment Solution must be able to change the customer status from checked in to being served when summoned by an LPS.

B. Appointment Solution must provide the ability to summon the next customer (up to two or three times) to an LPS processing station and record the time the customer was called.

The customer recall function should be customizable for offices to select automatic and manual settings. Each office needs to be able to configure their own time interval settings and times called per workstation.

C. Appointment Solution must have the ability for an LPS to close out a ticket before another one is called.

D. Appointment Solution must provide a way to log off the LPS from the queueing application by creating a way to close the queueing application (ex: log off link or button).

In the event the computer shuts down/restarts, the application must stop the ticket for that station and the transaction time.

E. Appointment Solution must provide a warning message before a DPS user logs off when the user has an unclosed ticket in their queue and will not let the user log out until the ticket is closed.

F. Appointment Solution must provide the ability to select a customer out of turn. The Solution must be able to easily move/place customers in any order in the queue to be serviced regardless of their appointment or arrival time.

G. Appointment Solution must provide the ability to return a customer to an LPS processing station even though the ticket has been closed out. When a ticket is re-opened by an LPS, the transaction start time needs to start over.

H. Appointment Solution must provide the ability to mark customers as "no-shows" who do not arrive at the processing station in a configurable number of minutes after their appointment or after they are summoned. If the customer arrives after, the DPS user must be able to place the customer back into the queue to be serviced. Statistics need to be captured for the customer ticket.

I. Appointment Solution must provide the ability for a DPS user to check in a customer who missed their appointment regardless of time, date, or location and join them in the queueing application to be serviced without the need to make another appointment.

J. Appointment Solution must allow customers to select English or Spanish on the customer interface when checking in and call out customers only in the chosen language. This feature can be turned off by offices if needed.

K. Appointment Solution queueing must have a visual display that can be seen when calling tickets and shows the number of customers waiting in each queue type. At a minimum, but not limited to, the following items should also display: current date, time, station number, the total number of each customer appointment type and the total number of customers/tickets in the queue, DPS user name, and the last ticket called.

L. Appointment Solution must be able to redirect customers to alternate LPS processing stations as needed.

M. Appointment Solution must provide the ability to designate specific transaction types or multiple transaction types for each processing station.

N. Appointment Solution must provide the ability for authorized DPS users to select what service types an LPS can process.

O. Appointment Solution must require DPS users to indicate a configurable status of services provided by service type (e.g., “complete,” “pending,” or “not complete”) before summoning the next customer.

P. Appointment Solution must ensure that customers can check in only at the DL office where the appointment is scheduled.

Q. Appointment Solution must allow users defined by DPS management to call and assign a customer to any workstation.

R. Appointment Solution must provide DPS users a custom search function to call a customer without displaying it on the monitor or calling it out loud.

S. Appointment Solution must provide a Standby/wait list option with an algorithm to automatically work these customers (blends them) in between the scheduled appointments without delaying scheduled appointments. This option must be customizable for each office, have a turn-on and off feature, and have the following customizable feature options at a minimum, but not limited to:

1. Maximum wait times.

2. Number of rolling Standbys in a specific time frame with start and end times.

3. Number of Standbys in a specific time frame with start and end times.

T. Appointment Solution must provide a feature that allows DPS to bypass applicant eligibility checks at the kiosk. This feature must be available at any location within the system the ability to turn on or off as needed by individual offices.

U. Appointment Solution must be able to display who called a ticket and who closed a ticket.

Ticket history tracking needs to be displayed for all DPS users to see on the queueing application.

V. Appointment Solution must provide an option to close a ticket based on a menu of service types defined by DPS management.

W. Appointment Solution must provide an option to add comments to a scheduled appointment.

X. Appointment Solution must have the ability for DPS users to rejoin customers in the queue who miss their number or return later in the day, even when a ticket has been closed out or marked as a no show.

Y. Appointment Solution must provide the ability to search for a customer in the queue by ticket number, name, or other data elements required to enter the queue.

Z. Appointment Solution must provide the ability to call checked-in customers on a first-come, first-serve basis unless a DPS user has changed the order.

AA. Appointment Solution must provide the ability to set workstations that are American Disabilities Act (ADA) compatible, allow customers to select the need for ADA accommodations at the kiosk, online, or in the Solution, and summon the customer to a designated ADA workstation when their number is called.

BB. Appointment Solution must provide a desktop shortcut for queueing the customers.

CC. Appointment Solution must provide a stop light icon to display office performance based on customer wait times. Ex: Red light= behind, yellow light= close to being behind, green light= on time/ahead. This function should also display the time (in minutes/hours) they are trending for each status. This feature can be turned on and off per office location.

Defined DPS users may select what specific DPS users can view this function per office location. This feature must also be available on the dashboard.

DD. Appointment Solution needs to recognize and display if a customer has another booked appointment upon summoning the customer to a counter. The LPS must be able to view, reschedule, modify, or cancel customer appointments easily through the queueing application. Each action/feature (view, reschedule, cancel, etc.) must be customizable per office and DPS user.

C.2.11 Confirmations

A. Appointment Solution must email the customer a DPS-approved standard printable appointment confirmation page or send a DPS-approved standard confirmation text.

B. Appointment Solution must allow customers to print appointment details from the web interface.

C. Appointment Solution must provide the option to send DPS-approved standard cancellation emails or texts.

D. Appointment Solution must provide the ability for customers to indicate their preferred notification method for confirmation messages, cancellations, and any reminders (email, phone, text message, printable page, etc.).

E. Appointment Solution must provide the ability for DPS users to send customized texts or emails on demand. Examples include emergency closures, changes of appointment time, or document requirements without Contractor support.

F. Appointment Solution must provide the ability to write comments that DPS users can only view on a customer appointment confirmation within the Appointment Solution. The comments need to display when the appointment is opened, on the daily schedule and when an LPS summons a customer to the counter.

C.2.12 Dashboards

A. Appointment Solution dashboards must have a maximum refresh rate of three minutes.

The dashboard must stay open until logged off by the DPS user.

B. Appointment Solution must be able to drill down on summary fields to more detailed levels of customer service information.

C. Dashboards must be sortable and customizable so that the DPS users can select only the information they want to see and arrange it in any order (columns/rows) based on user preference.

D. Dashboards must reset every day. When an LPS changes workstations during the same day, their statistics must follow them. LPS statistics must be user-specific, not workstation specific.

E. Columns with numbers must be totaled, and times must be averaged where defined by DPS management.

F. Appointment Solution must provide DPS-assigned users with a dashboard that includes accurate graphical representations of the following performance indicators in real-time:

1. Employees/LPS processing stations currently serving customers.

2. Priority assignments per LPS processing station.

3. Customer count by service type.

4. Provide the number of customers currently being served by service…