Appointment and Queuing System

RFP for a comprehensive appointment and queuing system with web portal integration, reporting, and JEDI system interfacing for a California department.

Proposer must not have unresolved questioned costs over $100,000 from a County contract review within the last 10 years
Proposal must be submitted by the due date and time
At least three references must validate that the Proposer meets Minimum Mandatory Requirements
Proposer must have 3 years' experience within the last 5 years providing a fully functional Appointment and Queuing System services, including at least one municipal or government agency
Proposer may not use subcontractor's experience to meet Minimum Mandatory Requirements
Proposer must submit a completed Organization Questionnaire/Affidavit (Exhibit 1)
Proposer must submit a completed Certification of Compliance (Exhibit 2)
Proposer must submit a completed Request for Preference Consideration (Exhibit 3)
Proposer must submit a completed Debarment History and List of Terminated Contracts (Exhibit 4)
Proposer must submit a completed Community Business Enterprise (CBE) Information (Exhibit 5)
Proposer must submit a completed Minimum Mandatory Requirements (Exhibit 6)
Proposer must submit a completed List of Public Entities (Exhibit 7)
Proposer must submit a completed List of References (Exhibit 8)
Proposer must submit a completed Contribution and Agent Declaration Form (Exhibit 9)
Proposer must submit a completed Pricing Schedule (Exhibit 10)
Proposer must submit a completed Certification Regarding Debarment, Suspension, Ineligibility and Voluntary Exclusion (Exhibit 11)
Proposer must submit a completed Declaration (Exhibit 12)
Proposer must provide copies of the company’s most current and prior two fiscal years financial statements
Proposer must identify any pending litigation or judgments against them in the past five years
System must provide customer option for preferred notification method (email, SMS/text) and to opt out
Public can see service appointment wait times for each Registrar-Recorder/County Clerk location
System provides the public the ability to see their appointments
Public can set a language preference (English, Spanish, Chinese, Korean at a minimum)
Public can select a service appointment category
Public can select a 'More Information' button for a particular service and location, including pictures and text
Public can view tool tips/help on appointment fields including custom fields
Public can select a service and location to see appointment availability and show options for earlier availability at other locations
System will only allow appointment dates based on how far in the future an appointment can be made
Public can select an appointment date and time based on appointment availability
Public can enter additional custom service information and view any fees associated with the appointment
System shall use a confirmation number to confirm an appointment
System shall provide the ability for the customer to view appointment details before confirming
System shall provide for customers to acknowledge the services’ rules/conditions
System provides the customer with a unique reservation appointment confirmation number, appointment category, date and time, office name, customer name, service and appointment rules, mapping/driving directions link, and automatically emails confirmation information
During the appointment process, appointments must be released if the customer does not complete the appointment process within a configurable set number of minutes
Public can cancel or reschedule their appointments based on each services business rules
Customer will have the ability to import the appointment into their calendar (Google, iCal, and/or Outlook)
For certain appointment services, customers must complete a separate online application to obtain a confirmation number
System must provide for self-service check-in and walk-in onsite (tablet/kiosk) or join a virtual walk-in queue remotely
Customer will check-in via input of a unique appointment code, virtual check-in, scanning bar code or manual entry
Walk-in customers will be added to a waitlist and filtered into the service windows when they become available
Virtual customers should be notified of the current wait-time when they are added to the virtual queue
Check-in and walk-in application shall include a touch screen or virtual (on personal device) operated user interface
Application will allow the customer to select a language for on-screen communication
Upon successful check-in, the customer will be added to the pre-booked appointment or waitlist queue
Geo-fencing feature should allow the customer to automatically check-in when it detects their proximity to their appointment location
Staff application shall provide the ability for staff to make customer 'inquiries' (last/first name, telephone, email, confirmation number)
Staff application shall include a web-based user interface to access staff functions
Staff can see and select an appointment date and time
Staff can search and select for an existing patron or create a patron
Staff can enter additional custom service appointment information, including comments
Staff can enter and view appointment comments only viewable by staff
Staff can create, cancel, and reschedule an appointment
System shall provide staff the ability to display appointment information (customer name, time, service type, phone, comments)
System shall provide staff the ability to view and print appointments in a variety of calendar views
System shall log and provide the ability to report user transactions
System shall provide the ability to designate an appointment as a 'no-show'
System shall allow appointment calendars to be categorized by organizational section, with users able to filter views
System shall restrict the default calendar view to the user’s assigned section unless additional sections are explicitly selected
System shall provide the ability to configure location name, address, open and close days, holidays and hours for appointments
System shall provide high-privilege access for staff to configure earliest booking date, latest booking date
System shall provide the ability to support at least seven locations with potential for more and capability of multiple appointment/service types
System must provide for service categories and service sub-categories
System shall be able to support appointments at a minimum of seven RRCC locations
System shall provide staff the ability to configure appointment duration and interval
System shall provide the ability to set an appointment/service type to active or inactive
System shall provide staff the ability to create and configure new appointment/service types
System shall provide a calendaring system for appointments
System must provide the ability for each service appointment to have customized questions (text boxes, list boxes)
System must provide for each customized question to be governed by business rules
System should provide the ability for staff to specify if the appointment/service type allows double booking
System shall allow staff to configure the number of appointments that can be scheduled for the same time slot
System will assign a unique confirmation number on appointment creation
System must provide the ability to print and to send to the customer an appointment confirmation text message and/or email message that includes a 2-D bar code or the ability to check in virtually
Ability of software to provide table driven maintenance of 'cancellation reasons'
System shall provide the ability for an administrator to designate fields to be displayed to staff when selecting an appointment
System shall provide the ability for an administrator to edit 'More Information' for each service and location
System shall calculate queue statistics (longest waiting, number of customers in queue, estimated wait time, total and average transaction time, number of customers served)
System will provide the ability for staff to create/modify the queue
System must allow staff to update and delete queue information, including pending service numbers and appointments
System shall provide a visual alert on the dashboard when customer wait time exceeds a set threshold for a service category
Managers and authorized staff must be able to adjust threshold times
System component must provide the ability to identify employees currently on and off the system
System shall provide the ability for staff to take their station out of availability
System shall provide the ability for email, Short Message Service (SMS), and notifications and alerts
System shall provide alerts and notifications to patrons for appointment rescheduling, cancellations, location closure, appointment reminders, wait time and queue position, missed appointments
System shall provide alerts to staff for new appointments, rescheduling, wait times
System shall provide the ability for staff to configure/modify notifications parameters for cancellations, reschedules, reminders
System shall provide a way for an emergency email and SMS notification of a location closure to all customers with future appointments
System shall provide a real-time dashboard with ability to display appointment and queue statistic indicators
System shall provide the ability to display emergency messages on digital signage
System must provide the ability to create multiple display sections on the digital display monitor, savable as display profiles
System must allow an administrator to remotely schedule or manually change display profiles at all County locations
System must accept display content from multiple different sources (PDF and Word) and direct it to a specific display section based on location
System must display and flash the newest service number/name for three seconds, in sync with the audio message
System display must provide the ability to display queue information on digital signage for public display
System shall allow audio chime messages to be played through designated smart televisions or monitors
System shall include an email and/or SMS/text service to send information to customers (confirmations, reminders, alerts)
System shall provide the customer the option for their preferred notification method (email and/or SMS/text messaging) and to opt out for confirmation pages
Summary report of appointment made/created/confirmed/no shows by location and date range, allowing user to select service type and/or location and group information by day, week, or month
Detail report of appointment type by location and date range
Development of a post-appointment customer survey with configurable questions
Detailed and summary reports of survey responses by appointment type, location, and date range
Summary Appointment Comparison Report, with ability to compare appointments over different locations
Ability to create custom/ad-hoc reports using user-defined selection criteria from any available data fields
Reports can be previewed, printed, and saved to County's standard Excel, XML and PDF file formats
Ability for staff to email any report
Ability for staff to run any report with a scheduler
Ability to save report parameter settings to ease running the same report
Software allows configurations to County website specific branding
Public facing website will only display branding from RR/CC
Customer can access the proposed solution via a web interface
Proposed customer website shall be responsive and adjust itself to the screen size of the customer and not browser dependent
Proposed customer website shall be optimized for mobile devices
Contractor to provide most current technology at the time of production deployment (JavaScript frameworks, HTML5)
Proposed system shall not use Flash or any other required plug-in technologies not native to HTML5
Contractor shall provide separate environments such as 'Sandbox' for training/testing and 'Production'
Contractor shall notify County of any scheduled and un-scheduled maintenance, patch, security, and software updates
Contractor should provide scalable, secure enterprise level service and infrastructure
Solution must support a scalable server architecture including the separation of data, application, and load balancing
System must have a monthly uptime of at least 99.5% including scheduled and unscheduled maintenance
Contractor should provide 24/7 monitoring of service such as software performance, hardware utilization
System should be secured, and protected against any compromises (viruses, malwares, adware, back door intrusions)
Contractor shall utilize Secure File Transfer Program (SFTP) for transmission of County data and sensitive/confidential information where applicable
Ability of software to provide connectivity to core data through a web Application Programming Interface (API) or industry standard technology
Contractor shall provide complete set of API and documents which facilitates data transfer, customization and integration with other systems
Websites must meet WCAG 2.2 Requirements of Web Accessibility Compliance
System must hold historical appointment data for a minimum of four years after end of contract
All Contractor provided equipment shall include surge protection devices to protect from electrical power fluctuations
All Contractor systems shall use Internet Protocol Suite (TCP/IP) transmission protocols
System will be architected to avoid ticket printers and paper tickets
Contractor solution shall provide a list of all hardware needed for the Customer Call Flow System, commercially available from more than one supplier
System shall support SSO (Single Sign-On) with the County’s Entra ID tenant for login
Access to County information must be on a need-to-know, job function basis
Procedures must exist for managing the access associated with employees that are terminated or transferred
System must provide for limited access to Administrator functions and system utilities
Security policies must apply to contract employees (offsite and onsite), third parties, and dependent service providers
Contractor is responsible for system and database backups and restores
Contractor will perform daily and weekly database and software backups
Contractor backups shall not impact production environment performance or availability, and Contractor shall provide hot back-ups
Contractor will test restoring a backup set at least once every 185 days
Contractor shall have documented methodology for data backup
Disaster Recovery plans must be tested at least once every 365 days
Contractor will provide the number of outages (network, application, etc.) or failures experienced in the past 24 months
Contractor shall have at least one disaster recovery data location in the United States but not in the State of California
Contractor performs web application vulnerability testing/scanning (static, dynamic) and provides documented procedures for the scanning

$3,000,000 – $7,000,000

RFP Release Date: March 2nd, 2026

Solicitation Requirements Review (SRR) Request Due: March 12th, 2026

Written Questions Due: April 1st, 2026

Questions and Answers Released via Addendum: April 8th, 2026

Proposals Due: April 22nd, 2026

Department of Registrar-Recorder/County Clerk

Organization overview and procurement intelligence available on paid plans.

The Department seeks a vendor to provide an Appointment and Queuing System (AQS) designed to streamline customer flow and reduce wait times by directing clients to less busy offices. The proposed system must facilitate appointment scheduling, rescheduling, and cancellation through a secure, customer-facing web portal.

Additionally, the AQS should interface with the existing Joint Enterprise Development Infrastructure (JEDI) System, offer customer satisfaction surveys, and include robust reporting tools. The contractor will need to analyze required system interfaces and ensure deployment meets departmental implementation requirements. Deliverables include development, installation, and configuration of both system software and hardware, as well as secure data transfers and online transactions via a secure web service platform.

The contract period is five years, and vendors must submit questions regarding the RFP no later than April 1, 2026.

Appointment and Queuing System

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