RP020-22 Addendum 2

BL036-22 Add1 Page 2

October 24, 2022

Addendum 2

RP020-22

Provision and Implementation of a Line Queue Management Solution on an Annual Contract

This addendum is being issued to answer questions received.

Questions Q1. Will Gwinnett County consider either extending the deadline to allow for incorporation of responses from the QA period, or change the submission method to be electronic only?

A1. The due date will remain unchanged at 2:50 P.M. local time on October 27, 2022.

Electronic submissions will not be accepted.

Q2. Can the county provide metrics on the number of customers served annually in order to properly size the hosted environment and quote an appropriate number of SMS messages sent annually. Can you please confirm the number of departments that will be utilizing the system?

a. What are the departments?

b. What departments (if any) share a lobby/waiting room?

A2. The annual volume is 16,151. We are unsure how many customers will choose to take advantage of the text message functionality and would suggest you consider usage rates from your other customers as a percentage of their overall volume.

a. The system will serve one department, Planning and Development. However, there will be several sections within the department using the system, including Building Permits, Licensing and Revenue, Customer Service, Cashiering, Plan Review, and Planning.

b. There is one lobby area shared by all sections of the department.

Q3. How many service counters?

A3. At this time, there are 5 service counters. Counters may be adjusted to a maximum of 10 in the current floor plan as needed.

Q4. What is your approximate daily volume?

A4. The daily volume is 68 unique interactions per day.

Q5. On page 13, it shows a total of 30 trainees. Is this the total number of concurrent staff that will utilize the system?

A5. Yes, the 30 trainees on page 13 are the total expected maximum number of system users including staff, supervisors, management, and administrators.

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Q6. How many total users will need access to the system? This includes staff, supervisors, administrations, and leadership viewing reports/dashboards? Of the total number of users, how many will work a service window to call customers up for service?

a. Of the total number of users, how many can function as a receptionist/greeter, to place customers into a queue. (For customers who do not use the self-service kiosk)?

A6. The total expected maximum number of system users including staff, supervisors, management, and administrators is 30.

a. Currently, there are 5 users are responsible for calling customers up for service throughout the day. These 5 users will rotate throughout the day with other staff, but all staff (20-25 users) remain available whenever on the clock to answer specialized questions and receive transfers as needed.

b. All 5 users seated at the counter in the lobby can function as a greeter as needed, but no single individual is dedicated to solely greeting.

Q7. Please confirm the quantity of County-supplied touchscreens, call screens and lobby displays that will be used with the system as defined on page 6-7 section 3.2.

A7. Currently, no hardware has been purchased. Purchase of hardware should be optional and would be made based on system requirements. If hardware were to be purchased, the department would desire:

a. One self-service kiosk (touchscreen)

b. Two call screens (lobby displays)

Q8. Can you provide specifications for the County supplied touchscreens, call screens and local displays mentioned on page 6-7 section 3.2?

a. Do displays have HDMI and speakers?

b. OS and specifications of touchscreens?

A8. Currently, no hardware has been purchased. The County will provide county standard hardware (PC, Monitor, Keyboard, and mouse). Specialized hardware (e.g., large format and touch screens, signature pads, etc.) should include in the solution and provided by the selected vendor. All hardware that is network attached to the County network must be manageable by County ITS using industry standard tools, services, and platforms. County ITS reserves the right to review and approve any hardware not currently approved as a County IT standard.

Q9. Are there any hardware requirements that must be included in the bid or is it the intention of the County to procure/supply all hardware? Page 6-7 section 3.2 states touchscreens, call screens and local displays as being county-supplied.

A9. Hardware requirements should be provided in the bid for the County to understand the necessary components. An option to purchase hardware from the vendor should be provided as a separate line item.

Q10. Does the county prefer a ticketless solution, or do you wish to print tickets in some/all cases?

A10. The County prefers a ticketless solution.

Q11. Is there a preferred Government Contract vendors should consider for pricing purposes?

A11. Technology Integration Group (TIG) is our provider for HP equipment and Dell for R&D.

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This addendum should be signed in the space provided below and returned with your bid.

Failure to do so may result in your bid being deemed non-responsive.

Sincerely, Chris Duncan, CPPB Purchasing Associate III

Company Name

Authorized Representative