Contract # Line Management Virtual Queuing & Appointment System Requirements

Transcription

1 I. GENERAL INTRODUCTION The San Francisco Airport Commission s Security Access Office will be relocating to a newly constructed office space on the Airport campus. The Security Access Office will use the relocation as an opportunity to enhance the customer service experience for badging applicants with reducing the customer s wait time by implementing a new line management virtual queuing system and online appointment system. The Line Management System will be a new system for the Security Access Office. It will require business process changes within the Security Access Office during implementation. This system will be an on premise installation. The Airport currently has an online appointment system that schedules approximately 5000 appointment per year. This system will be decommissioned when users can successfully schedule online appointments using the new system. II. SCHEDULE The line management virtual queuing system and the online appointment system are required to be implemented in a two phase approach. The online appointment system is to be implemented in phase 1. The line management queuing system will be implemented in phase 2 after the newly constructed office space is built-out and operational. A flexible implementation schedule is required to support any potential delays with the construction of the office build-out. III. SCOPE OF WORK A. System Requirements Contractor shall provide an appointment and queuing system that conforms to the system requirements identified in Appendix A, System Requirements. The Airport will provide and install the following hardware for the line management virtual queuing system: Display Monitors Servers Amplifier Speakers Workstations Page 1 of 10

2 B. Testing and Acceptance Contractor shall identify and implement a user acceptance testing plan. C. Training Requirements Contractor shall provide hands on user and administrator training for up to twentyfive (25) people. Contractor must also provide user and administrator quick reference guides. D. Maintenance & Support Requirements The maintenance and support agreement should: Include a system warranty Include service level agreements Include the problem reporting process Include the problem resolution process Include onsite support Include phone support Include escalation contacts Include scheduled maintenance Include software upgrades Include bug updates IV. SUBMISSION REQUIREMENTS Firms interested in responding to this Request must submit the following information: 1. Letter of Introduction (up to 1 page) 2. Project Approach/Implementation Plan (up to 3 pages) 3. Work breakdown structure that includes task and durations 4. Fee Proposal (complete Appendix B, Fee Proposal) 5. Proposed Maintenance Agreement 6. 3 references from similar projects V. EVALUATION PROCESS Page 2 of 10

3 The City intends to award this contract to the firm that it considers capable of providing the best overall services. The City reserves the right to accept other than the lowest priced offer and to reject any proposals that are not responsive to this request. Proposals will be evaluated based on the following criteria: Completion of all submission requirements Project approach/implementation plan Ability to meet system requirements Maintenance agreement terms Previous projects with Public or Federal agencies VI. SUBMISSION DEADLINE Proposals must be received by the Airport no later than Tuesday February 17, 2015, 8AM, PST. Submittal documents must be sent electronically by to: Cecilia Bell, Senior IS Engineer VII. CONTRACT AWARD The City will select a proposer with whom they shall commence contract negotiations. The selection of any proposal shall not imply acceptance by the City of all terms of the proposal, which may be subject to further negotiations and approvals before the City may be legally bound thereby. If a satisfactory contract cannot be negotiated in a reasonable time the City, in its sole discretion, may terminate negotiations with the highest ranked proposal and begin contract negotiations with the next highest ranked proposer or solicit new proposals for the project. See Appendix C, AIR-500 for Professional Services Contract to see the terms and conditions that are expecting to be part of the resulting contract negotiated by the City and successful proposer. Page 3 of 10

4 Appointment System Requirements Functional Requirements APPENDIX A SYSTEM REQUIREMENTS The application should be compatible with standard web browsers (i.e., Internet Explorer, Firefox, Chrome, Safari.) A customer should be able to make an appointment using a web browser on any desktop, laptop, tablet or smartphone connected to the internet. Configuring Appointment Schedules An Application Administrator should be able to configure schedules for multiple different appointment types. For each appointment type the following items should be configurable: Schedule The start and end time of each appointment slot The quantity of appointments available for each slot Data values The data values to be collected when an appointment is made Whether each data value is Required or Optional Data values to be collected may include: o Requester full name o Requester company o Requester o Requester telephone o Appointment holder full name o Appointment holder company o Appointment holder o Appointment holder telephone o Appointment holder badge id Confirmation confirmation message text SMS confirmation message text Appendix A, Page 1 of 6

5 Reminder reminder message text. SMS reminder message text. Time when reminders are to be set. Waitlist Designate if customers may request to be on a waitlist for an appointment time slot Lead times Minimum and maximum lead times to reserve an appointment. Minimum and maximum lead times to change or cancel an appointment. Managing Appointment Schedules A Staff Member should be able to: Search Locate an appointment using any customer entered data value Add Add a new appointment on behalf of a customer Modify Change or reschedule an appointment on behalf of a customer Cancel Cancel an appointment on behalf of a customer Confirm Attendance Designate if a customer was present for an appointment Print Print appointment details for a selected time slot or time period Report Print summaries of appointment activity for a selected time period Making Appointments A Customer should be able to: Appendix A, Page 2 of 6

6 Add Create a new appointment for oneself or another Modify Change or reschedule an appointment previously scheduled for oneself or another Cancel Delete an appointment previously scheduled for oneself or another Notification Specify a preference for or text notifications Receive a confirmation by or text Receive a reminder by or text Queuing Systems Requirements Functional Requirements Application components should be compatible with standard web browsers (i.e., Internet Explorer, Firefox, Chrome and Safari.) Configuring Queues An Application Administrator should be able to configure queuing for multiple different service types. The following items should be configurable: Service types List of available services. Stations Specify each station providing one or more services. Specify service(s) available at each station. Data Values Configure specific data values collected when an individual is added to the queue for a particular service. Confirmation confirmation message text SMS confirmation message text Digital Signage Display Forward queuing data to a digital signage system Designate how the upcoming queue is displayed. Printed Ticket Configure the information printed on the ticket for each service type. Appendix A, Page 3 of 6

7 Text Message Customize text message an individual receives when they are next in queue. Audio Message Customize the audio message played when an individual is next in queue. Managing the Queue A Greeter should be able to: Search Locate a customer s position in the queue. Add Add a customer to the queue for a particular service. Modify Move a customer from one queue to another queue. Change a customer s position in a queue. Cancel Remove a customer from the queue. Print a ticket Print a ticket designating the customer s queue number. In addition to the Greeter functions, A Manager should be able to perform these tasks. View upcoming activity Access a dashboard showing the upcoming activity in each queue. Identify problem situations Lengthy queues Lengthy transactions Appendix A, Page 4 of 6

8 Run management reports Metrics to be tracked may include: Number of customers (by time period, by service type). Average queue length (by time period). Average wait time prior to receiving service (by time period). Average processing time (by time period, by service type, by service provider). Total wait time (by time period, by service type). Station idle time (by time period, by station). Quantity of missed appointments (by date, by company, by service type). Quantity of missed queue codes (by date, by company, by service type). Providing Service A Staff Member manning a station should be able to: Call a customer Call the next available customer. Designate a no show Designate a customer as a no-show. Record start time Record the start of a customer transaction. Record end time Record the end (and status) of a customer transaction. Transfer a customer Move a customer from one station to another. Obtaining Service A Customer may: View View an appointment being called on the monitor. Appendix A, Page 5 of 6

9 Hear Hear the audio of an appointment being called. Read Receive a text reminder. Appendix A, Page 6 of 6

10 APPENDIX B FEE PROPOSAL Proposers must complete the attached Fee Proposal to be considered for contract award. INSTRUCTIONS Complete the blue shaded cells ITEM UNIT # UNITS TOTAL COST Software (initial purchase costs) Implementation Services (include configuration, installation and labor costs) Training (for 25 staff) Annual licensing fees for a 5 year term Annual Support and Maintenance Cost for a 5 year term Travel TOTAL Appendix B, Page 1 of 1