Travaux publics et Services gouvernementaux Canada. Title - Sujet RFI - QUEUE MANAGEMENT SYSTEM. Solicitation No. - N de l'invitation /A

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1 Public Works and Government Services Canada Travaux publics et Services gouvernementaux Canada 1 1 RETURN BIDS TO: RETOURNER LES SOUMISSIONS À: Bid Receiving - PWGSC / Réception des soumissions - TPSGC 11 Laurier St. / 11, rue Laurier Place du Portage, Phase III Core 0A1 / Noyau 0A1 Gatineau, Québec K1A 0S5 Bid Fax: (819) SOLICITATION AMENDMENT MODIFICATION DE L'INVITATION The referenced document is hereby revised; unless otherwise indicated, all other terms and conditions of the Solicitation remain the same. Ce document est par la présente révisé; sauf indication contraire, les modalités de l'invitation demeurent les mêmes. Title - Sujet RFI - QUEUE MANAGEMENT SYSTEM Solicitation No. - N de l'invitation /A Client Reference No. - N de référence du client GETS Reference No. - N de référence de SEAG PW-$$HN File No. - N de dossier hn Solicitation Closes - L'invitation prend fin at - à 02:00 PM on - le F.O.B. - F.A.B. Plant-Usine: Lee, Carlos Destination: Telephone No. - N de téléphone (819) ( ) CCC No./N CCC - FMS No./N VME Other-Autre: Address Enquiries to: - Adresser toutes questions à: Destination - of Goods, Services, and Construction: Destination - des biens, services et construction: Amendment No. - N modif. 001 Date Time Zone Fuseau horaire Eastern Daylight Saving Time EDT Buyer Id - Id de l'acheteur hn458 FAX No. - N de FAX (819) Comments - Commentaires Vendor/Firm Name and Address Raison sociale et adresse du fournisseur/de l'entrepreneur Instructions: See Herein Instructions: Voir aux présentes Delivery Required - Livraison exigée Delivery Offered - Livraison proposée Vendor/Firm Name and Address Raison sociale et adresse du fournisseur/de l'entrepreneur Issuing Office - Bureau de distribution Electrical & Electronics Products Division 11 Laurier St./11, rue Laurier 6B1, Place du Portage, Phase III Gatineau, Québec K1A 0S5 Telephone No. - N de téléphone Facsimile No. - N de télécopieur Name and title of person authorized to sign on behalf of Vendor/Firm (type or print) Nom et titre de la personne autorisée à signer au nom du fournisseur/ de l'entrepreneur (taper ou écrire en caractères d'imprimerie) Signature Date Canada Page 1 of - de 9

2 Solicitation No. - N de l'invitation Amd. No. - N de la modif. Buyer ID - Id de l'acheteur /A 001 hn458 Client Ref. No. - N de réf. du client File No. - N du dossier CCC No./N CCC - FMS No/ N VME hn REQUEST FOR INFORMATION (RFI) QUEUE MANAGEMENT SYSTEM FOR PUBLIC WORKS AND GOVERNMENT SERVICES (PWGSC) CLIENTS JUNE 2012 TABLE OF CONTENTS SECTION A: OBJECTIVES & BACKGROUND A1.0 Purpose A2.0 Objectives of the RFI Process A3.0 Requirements Definition A4.0 Background SECTION B: SUPPLIER SUBMISSION REQUIREMENTS B1.0 Submission of Responses B1.1 Number of Copies B1.2 Location B2.0 Authorities B2.1 RFI Authority B3.0 Industry Responses B3.1 Response Format B3.2 Language of Response B3.3 Response Parameters B3.4 Response Confidentiality SECTION C: QUESTIONS SECTION D: STATEMENT OF WORK (SOW) Page 2 of - de 9

3 SECTION A OBJECTIVES AND BACKGROUND A1.0 PURPOSE Canada is in the preliminary planning stage for a competitive Request For Proposal (RFP) for the provision of a Queue Management System. Passport Offices across the country are dependent upon this system to establish the priority of service requests, to measure wait times and to provide information reports to management. The Queue Management System will be deployed to all 34 Regional Passport Canada Offices across the country. A2.0 OBJECTIVES OF THE RFI PROCESS The purpose of this Request for Information (RFI) process is to provide information to industry regarding the Requirement and to request interested parties to participate in consultation on the types of systems that are available in the industry. The intent of the consultation process will be to assist Canada in determining what types of systems are available in the industry and if the requirement is realistic. To that end, a list of questions has been provided at Section C, for your response. Note that the data requested is for information purposes only, and will allow Canada to determine the best method of supply for the required products and services based on supplier capability now and in the future. Quality of goods and services, cost-effectiveness and efficiency are critical to the success of the requirement. A3.0 REQUIREMENTS DEFINITION The information provided by Canada in this RFI is preliminary and may change. This RFI is not a bid solicitation nor will it be used to pre-qualify or otherwise restrict participation in the future RFP. A contract will not result from this RFI. A4.0 BACKGROUND The Canadian Passport Office has been using a queue management system for over 15 years throughout its regional Operations across Canada. A national volume of over 3.5 million clients is distributed across the service network of 34 regional offices with volume variations ranging from 21, 000 to 184,000 annually. Offices are dependent upon a queue management system to establish the priority of service requests as well as to measure wait time and provide information reports to management. Page 3 of - de 9

4 SECTION B SUPPLIER SUBMISSION REQUIREMENTS B1.0 SUBMISSION OF RESPONSES B1.1 Number of Copies Responses may be submitted in either electronic version (MS Word) or in hard copy (3 copies). B1.2 Location Responses are not considered bids but, for expediency purposes, the PWGSC Bid Receiving Unit is the designated location where written responses shall be sent. However, electronic submissions are also acceptable and may be sent by to the PWGSC RFI Authority listed herein at Article B2.1. Bid Receiving Unit Public Works and Government Services Canada Place du Portage Level 0A1, Phase III 11 Laurier Street, Gatineau, Québec K1A 1C9 Telephone: (819) Fax: (819) The Respondent s name, return address, RFI number and closing date should be clearly visible on the response. Responses to this RFI will not be returned. B2.0 AUTHORITIES B2.1 RFI Authority The Public Works Government Services Canada (PWGSC) Contracting Authority (or delegated representative) is responsible for the management of the procurement and RFI process. Carlos Lee Supply Officer HN Division Logistics, Electrical, Fuel, Transportation Directorate Commercial Acquisition and Supply Management Sector Acquisitions Branch, PWGSC Place du Portage, Phase III, 11C1 11 Laurier Street Gatineau, Québec K1A 0S5 Telephone: (819) Fax: (819) address: carlos.lee@tpsgc-pwgsc.gc.ca Page 4 of - de 9

5 B3.0 INDUSTRY RESPONSES B3.1 Response Format For ease of use and in order that the greatest value be gained from responses, Canada requests Respondents to follow the structure as detailed at Section C herein. There is no page limit on the information to be provided. Respondents are further requested to respond to the questions posted at Section C, attached hereto. B3.2 Language of Response Responses may be in English or French, at the preference of the Respondent. B3.3 Response Parameters Respondents are reminded that this is an RFI, in that regard; respondents should feel free to provide their comments and/or concerns with their responses. Canada reserves the right to seek clarifications from a Respondent for any information provided in response to this RFI, either by telephone, in writing or in person. B3.4 Response Confidentiality Respondents are requested to clearly identify those portions of their response that are proprietary. The confidentiality of each Respondent s response will be maintained. Items that are identified as proprietary will be treated as such except where Canada determines that the enquiry is not of a proprietary nature. Canada may edit the questions or may request that the respondent do so, so that the proprietary nature of the question is eliminated, and the enquiry can be answered with copies to all interested parties. Page 5 of - de 9

6 SECTION C QUESTIONS Canada is seeking industry s comments on the attached draft RFI. Specifically, industry should address the following questions, as appropriate, in their submission. Request for Information 1. Are the requirements, as stated in the attached RFI, clear? If not, please indicate what requires further clarification. 2. Are there missing elements / components to the Work, tasks and/or deliverables? Please identify. 3. Is the Statement of Work clearly understood? If not, please explain. 4. Please identify any suggestions for changes or improvements that you wish to see in the RFP and explain why. 5. In reviewing the SOW, what characteristics of a queuing system have not been addressed 6. What are the core characteristics of a queue system? What are the optional accessories? 7. In order to budget and allocate resources: a. Please estimate how long it would take to implement a system of this magnitude? b. Please identify what support would you require from Passport Canada in order for this requirement to be implemented successfully? 8. Please identify any risks that should be considered by Canada when finalizing the statement of requirement 9. Please identify if training and installation services are bundled or itemized with each system sold. 10. What is the suggested maintenance schedule for this type of equipment 11. Please provide technical literature for a product offering that could meet the requirement, as it is currently defined. 12. Please identify the types of training, and the estimated time allotment, that would be required by Passport Canada staff. (i.e. IT System Administrator vs. User) 13. Please provide a high level pricing estimate with your resonse. Page 6 of - de 9

7 SECTION D STATEMENT OF WORK 1.0 INTRODUCTION The Canadian Passport Office has a requirement to replace, over the next 12 months, the existing Queue System that is currently in service throughout all of the 34 regional offices. 2.0 SCOPE OF SERVICES The system would need to provide the following deliverables per Regional Office: one (1) ticket dispenser per regional office one (1) visible electronic signage,; one (1) directional signage, with a voice system that directs clients to the appropriate counter. The directional signage must be of legible size and be visible from the waiting area. The system must be able to tabulate data at a local and national basis and must have the ability to continue to function in the event of a server failure (i.e. continual functionality). The system must be able to establish wait times (include moment of arrival starting at the moment an individual is issued a ticket until all services were rendered (pre and post-screen), as well as queue priority. Queue priority means that certain services are recognized as priorities. The system would require a functionality that would be able to easily recognized those instances. For the time being, there are 6 different types of queue priorities. 1. Additional Specifications The system must have the following capabilities: Fully bilingual (English/ French); Provides a ticket with a unique identifier each time a client presses a specific service button; the ticket at time of issuance to the client must be able to include dynamic information such as expected wait time, date and time of issue; Operate with logical sorting and priorities for customer selection which would allow for optimal customer flow; Ability to add and delete users (i.e. managers should be able to add or remove employees in the system); System alarms/alerts that provide detailed information (not just system codes). For example, "Ticket Dispenser is Low." These alarms/alerts could be activated if a certain pre-programmed waiting time is reached, for example; Utilization of a bilingual voice system to direct clients to the correct counter; Utilization of a directional communication board to direct clients to the correct counter; Page 7 of - de 9

8 Ability to transfer a client from one service type to another, allowing a client to retain one ticket through the service provision; Ability to re-enter missed client numbers when clients appear after they have missed their prompt; Ability to capture the full wait time (pre and post screen) of a client. When first arriving at a regional office clients must often wait to have a pre-screener determine the queue stream and provide a ticket. It is necessary for the full wait time to be captured for each client; Ability to publish live wait times on the internet for clients. This wait time should also demonstrate what number is currently being serviced in the office to assist clients that may choose to wait outside of the waiting area; Ability to allow counter staff to insert an individual in the queue based on priority services, regardless of the order in which a ticket was issued. Include an internal modem that can be used to upgrade System software anytime of the day or night without interfering with customer operations. It can also be used as a teaching or trouble-shooting tool; Ability to change text on ticket if necessary; Statistical information on agents: which agent served a specific number; counter utilization, transaction times; time logged on/off; etc. A supervisor should be able to send a particular number to a particular counter, whether that number has been called before or not; National maintenance and service contract offering; Ready access to supplies and technical support service standards; Drillable reports in Microsoft Excel, CSV (comma separate value) or PDF formats; Modular signage (required quantity of modular signage would vary from one office to the other depending on the configuration of the waiting rooms and the viewable angles). Ability to tabulate data and statistics for all sites at one central location. The system must also meet the following IT requirements: - Be installed on a server with ILO (Integrated Lights-Out) capacity; - Be compatible with Windows server 2003 and Windows server 2008; - Centralized reporting/standardized reporting; - Active Directory integration; - For client application: needs to support Windows 7; - For web based client application: needs to work with Passport Canada Internet Explorer standard version (current version: version 8) and above; - Support of backend database SQL 2008 and above; - Delegation of permissions (i.e. account management); - For client application: easy deployment and upgrade (i.e. msi file) Page 8 of - de 9

9 Training Training would also be required at each location where system would be used. This training should focus on basic usage of the system, with a possibility of offering more in depth training for the benefit of the IT aspects and for the IT System Administrator of the system. The training should include, on top of the basic usage, problem solving as well as reporting. Installation The queue management system requirement must include decommissioning of old system and installation services, during non-business hours. Decommissioning includes, but is not limite to the following equipment: - Signal amplifier - Ticket printer and ticket rolls - Signage, cabling and hardware - Software - Server terminal - Keypads - Ticket dispenser - Main display screen - Six button faceplate and faceplate for ticket printer - Information display The equipment does not require special tools to be removed. Support Online or over the phone support for system usage, problem solving as well as reporting should be available for the IT System Administrator. 3.0 Reporting The Contractor must provide, in electronic format, a monthly progress report. The progress report will include, but is not limited to: 1) Status update on the work delivered, work completed, issues encounter and how they were resolved. Revisions or deviations from the agreed upon timeline. 2) Updated Milestone Schedule. a) Progress of the work hardware that has been delivered, what has been installed and training that has taken place. Issues, How they were resolved, outstanding issues. Page 9 of - de 9