T2970 Customer Queuing System for New Jersey Motor Vehicle Commission

The New Jersey Department of Treasury, Division of Purchase and Property, is seeking a comprehensive Customer Queuing System (CQS) for the New Jersey Motor Vehicle Commission (NJMVC), with the procurement covering services across Mercer County. The solicitation requires a cloud-based queuing solution capable of managing approximately 11 million annual transactions across 39 NJMVC agencies and the Trenton Office Complex. The system must integrate with the existing Public Information Video System (PIVS) and Tyler Technologies scheduling system, with a mandatory implementation timeline of 180 calendar days post-contract award. Key technical requirements include maintaining 95% average uptime across all locations and adhering to specific service level agreements, ranging from 15-minute response times for critical issues to 7-day resolution for non-critical issues. Critical procurement dates include an optional pre-quote conference on February 18, 2025, a mandatory site visit at the Trenton Vehicle Center on February 25, 2025, electronic questions due by March 6, 2025, and quote opening on April 17, 2025. Vendors must complete a detailed State-Supplied Price Sheet covering initial implementation costs and annual maintenance fees, and demonstrate comprehensive security and information management capabilities through an extensive Third-Party Information Security Questionnaire.

The procurement includes small business set-aside subcontracting requirements, with specific emphasis on encouraging participation from small businesses and disabled veteran-owned businesses. Vendors must be registered in NJSTART and provide detailed documentation including business registration, ownership disclosure, and certifications regarding investment activities and non-involvement in prohibited activities. While no specific contract value is explicitly stated, bidders are required to provide comprehensive pricing across multiple components including software development, hardware, interfacing, maintenance, help desk services, and training over a potential five-year contract period. The solicitation requires vendors to submit extensive documentation, including security plans, privacy policies, SOC2 Type II audit reports, and security profiles for any subcontractors handling State data. Compliance with various security frameworks such as NIST Cybersecurity Framework and CIS Top 20 Controls is mandatory. Vendors must also demonstrate robust information security capabilities, with all submitted information to be treated as confidential under New Jersey public records laws.