RFP Queue Management Systems

The Illinois Tollway issued Request for Proposal 25-0072 for a Queue Management System (QMS) solution to replace its outdated system at its headquarters located at 2700 Ogden Avenue in Downers Grove, Illinois. The procurement seeks a qualified vendor to provide a complete QMS featuring interactive touch-screen kiosks with built-in ticket printers, digital and print ticketing options, real-time queue display updates, mobile SMS notifications, and voice notification capabilities. The required deliverables include three computer-based touch-screen kiosks (or two operational units plus one spare), three to four 42-inch or larger LED monitors, speakers for digital voice notifications, and all associated hardware mounting and electrical infrastructure necessary for full system installation and configuration to support ten customer service counters with two ADA-designated positions. The system must accommodate approximately 231 average daily customers with peak volumes ranging from 231 to 374 customers, with peak service hours between 11:00 a.m.-2:00 p.m. and 3:30 p.m.-5:00 p.m. Central Time. Implementation must be completed within 180 days of the Tollway-specified start date, with an expected start date of June 1, 2026. All hardware must include a minimum three-year warranty, and any solution hosting Tollway data must obtain SOC 2 certification or provide an acceptable Executive Summary to meet security requirements. Vendors must submit written questions by March 4, 2026, at 2:00 p.m., with proposals due electronically through BidBuy (Bid #B-48801) on March 13, 2026, at 10:30 a.m. Central Time. A mandatory pre-proposal meeting was held on February 20, 2026, via Microsoft Teams, with meeting recordings and materials made available to prospective bidders. The evaluation will be scored on 295 total points comprising technical requirements (52 points), commitment to diversity elements (40 points), oral presentations and demonstrations (150 points), and pricing (53 points), with a minimum threshold of 73.6 points required on technical and diversity elements to advance to oral presentation and price evaluation.

The procurement includes mandatory set-aside requirements for both the Business Enterprise Program (BEP) with an 11 percent utilization goal and the Veteran Business Program (VBP) with a 1 percent utilization goal; failure to submit a completed Utilization Plan renders an offer non-responsive. Vendors must be registered with the Illinois Procurement Gateway (IPG), the Illinois State Board of Elections (if contract value exceeds $50,000), the Illinois Secretary of State, and the Illinois Department of Human Rights (if the firm has 15 or more employees). All competitive solicitations require electronic submissions only, with paper responses not accepted. The contract will have an initial five-year term with five optional one-year renewal periods available, extending the maximum total contract duration to ten years, with renewal pricing locked at the initial term rate with no price increases permitted. The Illinois Tollway has budgeted for this project but will not disclose the budget amount; project costs will be determined by meeting RFP requirements with pricing evaluated using a formula whereby the lowest-priced offer receives maximum price points. A mandatory $15 fee applies to any offeror awarded a contract valued at $1,000 or more. State agencies accept only electronic submissions for this competitive solicitation, and no incumbent vendor information or integration requirements with existing infrastructure are specified in the solicitation documents.