Queueing and Virtual Line Management Services

The Tennessee Department of Safety and Homeland Security is soliciting proposals under RFP #34901-01687 for queuing and virtual line management system services across its 46 Driver Services Centers, with technical responses and cost proposals due January 5, 2027. No set-aside has been identified for this procurement.

The contractor must implement, install, configure, and maintain a queuing management system serving 14 small, 15 medium, and 17 large centers. The pro forma contract adds hardware including check-in kiosks, printers, display monitors, bar code readers, and LED counter display units, plus web-based software, maintenance and support, and project management. The state requires comprehensive project management across five implementation phases, ADA-compliant hardware, secure software architecture, and compliance with state and federal nondiscrimination and cybersecurity requirements. The system must support virtual line management, customer prioritization, and performance tracking and reporting. Support runs 24/7/365, with 99.99% system uptime required. The pro forma sets 95 percent uptime for hardware and 99.99 percent availability for software, with pro-rated service credits for shortfalls. The state serves approximately 2.8 million customers annually.

Field testing runs February 1 through March 12, 2027. The state will evaluate general qualifications and experience (10 points), technical qualifications and approach (40 points), field test performance (30 points), and cost proposals (20 points). A Notice of Intent to Award is scheduled for April 2, 2027, and contract signing is required by April 15, 2027.

The contract term runs April 1, 2027 through March 31, 2032, with extension options as specified in the pro forma. Maximum expected liability exceeds $1 million. The state does not guarantee minimum purchase quantities or volumes. The contractor bears all costs for hardware, software, installation, testing, deployment, maintenance, support personnel, training, and relocation or remodel services. Payment is milestone-based upon the state's written acceptance of deliverables, and monthly software license and maintenance fees begin 30 days after full implementation. The pro forma bars financed leases, rent-to-own agreements, and separate lease arrangements. The state may terminate for convenience on 30 days' written notice.