City of Tacoma PLANNING AND DEVELOPMENT SERVICES DEPARTMENT. Customer Queuing and Scheduling System Specification No. PL F

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1 City f Tacma PLANNING AND DEVELOPMENT SERVICES DEPARTMENT Custmer Queuing and Scheduling System Specificatin N. PL F QUESTIONS and ANSWERS All interested parties had the pprtunity t submit questins in writing t Chuck Blankenship, by 3:00 pm, Pacific Time, Octber 2, The answers t the questins received are prvided belw and psted t the City s website at This infrmatin IS NOT cnsidered an addendum. Respndents shuld cnsider this infrmatin when submitting their prpsals. Questin 1: Answer 1: Questin 2: Hw many ffice lcatins will be using the new queuing systems? One (1) Physical Office Lcatin Hw many peple cme thrugh each ffice fr service annually? Answer 2: Questin 3: Answer 3: Questin 4: Answer 4: Questin 5: Answer 5: Questin 6: Answer 6: Describe number and type f any TVs, mnitrs, r cmputers being used in the ffice presently. Our system can utilize existing hardware if desired. N TVs, Mnitrs, r Cmputers are currently being utilized t display infrmatin t custmers. We will need assistance frm the chsen vendr t select cmpatible hardware Please describe in detail hw yu want t integrate the queuing system with the Accella back end permits sftware? Can yu prvide a detailed scpe f wrk? Utilizing Accela Cnstruct API (newest versin at time f award), we anticipate the selected vendr t pass queuing infrmatin (as utlined in the RFP) frm the queueing system t an Accela recrd type. What calendar system des the ffice currently use, and hw d yu want it t be integrated. Can yu prvide a scpe f wrk fr the integratin prcess? The City currently uses Micrsft Outlk t manage custmer appintments/schedueling. A request was t have integratin with the City's Active Directry t manage the calendar in Micrsft Outlk, but there is n requirement fr integratin and we can use the vendr's native scheduling/calendar slutin. Is 50k the expected budget fr each year, r is this the budget fr all three years f the cntract cmbined? We anticipate apprximately $50,000 t include implementatin and first year f subscriptins/licenses and apprximately $25,000 per year thereafter.

2 Questin 7: Answer 7: Questin 8: Answer 8: Questin 9: Answer 9: Questin 10: Answer 10: Questin 11: Answer 11: Questin 12: Answer 12: Questin 13: Answer 13: Questin 14: Answer 14: Questin 15: Answer 15: Questin 16: Answer 16: Describe the wrk flw when a custmer arrives t the ffice. What d they currently d when they arrive. Hw d they check in and begin the prcess f btaining service. The City anticipates that the selected vendr wuld prvide time fr discvery and recmmendatins, utilizing industry best practices, n hw t implement the queuing system fr ptimal efficiency. Is any hardware included fr this prject r is it just the sftware applicatin? Statement in sectin page 33 is smewhat vague: The awarded cntractr is respnsible fr assisting the City with the selectin f a system cmpatible self-service Kisk t be utilized within the Permit Resurce Center t allw custmers t queue fr a specific specialty (Site, Land Use, etc.), a specific individual r view. Any required r suggested hardware will be purchased independently f this cntract. Hw many kisks, mnitrs and agent/user statins will be in use (pints f service)? We anticipate ne central self-service kisk. Is this fr ne lcatin nly? Yes, lcated at the Tacma Municipal Building. Is Active Directry supprt mandatry? N Is Accela Autmatin experience mandatry? See Sectin 3.02, Mininum Requirements. Des the City intend n hsting the system r the vendr? All systems shall be vendr hsted (Sftware as a Service). Hw many users will be utilizing the system? The City anticipates at least 15 city staff will be lgged in at any time. Hw many actual statins that will be calling custmers will there be? We anticipate the system t handle n less than 16 statins. A prtin f thse statins may be serving mulitple queues Will small displays that display the current ticket number being called/served at the statin be required. N, small displays are nt required

3 Questin 17: Answer 17: Hw many lbby displays (40" TV Mnitrs), that display and annunce the next number being called t the waiting custmers, will be required? Vendr will be asked t prvide recmmendatins fr the number and placement f mnitrs as part f the cntract. Questin 18: Request fr Prpsals infrmatin page Estimate: $50,000 The Specificatin indicates a SaaS slutin. Des the $50,000 represent the implementatin csts? Des the City have a budget fr the (typically mnthly) nging SaaS charge? Answer 18: See answer #6 Questin 19: (Reprts) include custmer wait time, time spent in the virtual queue What is meant by/the difference between wait time and time spent in the virtual queue? Answer 19: We want t be able t tell the difference between the time spent in ne queue vs the ttal time spent per visit. Questin 20: Referring t 1.4: Des the City intend t include gals in areas ther than measurable wait time and transactin/service time? If s, which areas? The ther factrs listed in 1.4 (e.g., check-in time, staff member, date) dn t seem t be as amenable t gal setting. Answer 20: setting. The prpsal shuld indicate hw the sftware supprts additinal gal Questin 21: shuld nt be arbitrarily skewed by inclusin f functins where the custmer is truly nt waiting fr service Des this refer t times when custmer may be filling ut paper wrk, r leaves the cunter but a staff member is still wrking n their case? Can the City prvide mre clarity n what activities it des nt want cunted as part f the wait time? Answer 21: The City intends t publish wait times n it's website and ptentially n display bards in the lbby that are in line with industry best practices. The prpsal shuld allw fr time t discuss the methdlgy with the City. Questin 22: Can the City clarify the srt f individual user preferences it is interested in? The term is smewhat vague. Answer 22: The City wuld like users t be able t create ad-hc reprts and save them fr future use. Questin 23: What is meant by the term data transfrmatins? Answer 23: The City wuld like users t be able t mdify the frmatting f data (dates, times, hurs, etc.) in ad-hc reprts. Fr example, a Date can be frmatted in mm/dd/yyyy r yyyy/mm/dd

4 Questin 24: 3.16 & 3.17 Is 10 duble-sided pages equal t 10 sheets f paper r 20 printed sides, whether n bth sides f 10 sheets, ne side each f 20, r sme cmbinatin f the tw? D the Title Page and Table f Cntents cunt against the 10 duble-sided pages? D the Credit Card Acceptance and SBE statement cunt against the limit, r are they cnsidered required frms? 3.17 requires tabbed sectins. If this frces a largely blank page n the reverse f a printed ne, des that sheet cunt as ne page r tw? Des a partly printed page cunt as a whle page r a partial page? Answer 24: Please see Sectin 3.16 f the Request fr Prpsals. Questin 25: The Queuing system allw a custmer t visit a website (tacmapermits.rg), Mbile Applicatin, Self-Service Kisk and/r receptinist and queue fr a single r a range f develpment based custmer services; e.g., Permit Issuance, Land Use, Building, Site, etc. What specific services and departments are expected t be implemented within the scpe? Answer 25: We want t knw if the sftware can supprt hlding a place in line fr Queue B while a custmer is being serviced by a statin fr Queue A. Questin 26: 4.4 The Specificatin makes multiple indicatins that the requested mdel is SaaS (e.g., in item 3.2), but 4.4 specifies a single-tenant hsted slutin. Our understanding f the available ptins is as fllws: SaaS: The City essentially rents the slutin, and des nt wn the sftware but des wn all n-site hardware. This is typically a multi-tenant implementatin, with a single Clud-based instance supprting multiple custmers (with discrete data and access, f curse). Fr the purpses f (Yearly license maintenance fees), the annual fees wuld be wrapped int the mnthly cst. This apprach typically has the lwest initial implementatin cst but the highest nging csts. Hsted: The City buys the sftware and n-site hardware but pays the vendr t hst and manage the slutin n an ff-site server. This is typically a single-tenant slutin, althugh a single implementatin can be used t supprt multiple tenants within a larger rganizatin t cut csts. Owned: The City buys the sftware and n-site hardware and prvides and manages the servers n which the slutin runs. Again, this is typically a single-tenant slutin but can functin as a multi-tenant slutin within a larger rganizatin. This apprach typically has the highest initial cst but the lwest nging csts, and is ften the mst cst-effective in terms f verall spend. 1) Which ptin(s) is the City interested in pursuing? Des the City want multiple ptins priced? 2) Accela Integratin Is the Accela slutin installed n premise r is it being prvided as SaaS? (The reasn fr the questin is t clarify whether the integratin is Clud t Clud r smething else.) 3) Licenses

5 Fr the purpses f cncurrent license pricing, hw many staff members will need t be using the system at any given time? 4) Which specific departments/ffices within Planning and Develpment are included in the scpe? 5) Hw many service cunters/windws are anticipated when the final remdel is cmplete? 6) Mnitrs/TVs Wh is prviding the mnitrs/tvs referred t in the Specificatin, the vendr r the City? 7) Wh is prviding cable runs t these devices? 8) Remdel Will the remdel be cmplete r nging at the time f the installatin? Answer 26: 1) The City requires the vendr t prvide a Hsted Slutin (SaaS). Other ptins are nt required t be submitted with the prpsal. 2) Accela Integratin: Accela is a vendr hsted slutin (SaaS) 3) Licensing: See questin #14 4) Only Planning and Develpment are included in the scpe 5) See questin #15 6) See Questin #8 7) See Questin #8 8) The remdel will be starting mid 2016, therefre n verlap will ccur.