NJMVC seeks to replace its existing CQS with a new, advanced cloud-based technology available to improve customer service efficiency and effectiveness. Specifically, the NJMVC requires this new replacement CQS to seamlessly provide NJMVC with the ability to: efficiently manage and improve customer flow and service; deliver real-time data on agency volumes customer traffic and flow in each of its agency locations; offer real-time queuing, agency volumes and transaction(s) information; collect/report data of customer traffic; and visually communicate wait time to customers. Any new CQS is required to post “live” by maintaining and displaying accurate average wait times in the agencies’ facilities and on the web. With this information, motorists must be able to view such posted average wait times from the website and select their preferred agency location accordingly. In addition, NJMVC management must retain the ability to monitor average wait time data, in order to prioritize certain transaction types and reassign workers as needed. Anticipated benefits to the NJMVC will be measured by relative customer service improvements, such as increased transactional productivity and efficiency and reduction in customer wait times. The CQS must support NJMVC core performance measures by accurately reporting agency volumes and wait times. The functionality of the existing CQS must be expanded to meet all applicable industry standards itemized within this Bid Solicitation, as well as any in addition to the existing system functionalities below: Appointment reception – application for arriving appointments. Business configuration – branch configuration, operation profiles, services, Report and dashboard capability – Insights, statistics, analysis, and reports. Concierge – provides the possibility to run a meet-and-greet application for creating visits and arriving appointments. Connect – call and serve visits on a mobile device. Context marketing – manage messages and playlists. Counter – call and serve visits. Calendar admin – configure appointment profiles, resources and similar. Calendar client – manage and get an overview of appointment bookings. Central operations panel – live branch information. Hardware Monitoring – analysis dashboards for hardware monitoring. Notification Admin – SMS and email administration. Personal data management – used for handling customer information and retention policies. Reception – create visits and print tickets. Surface Editor – surface application designer. System Administration – parameter settings, LDAP / SAML settings, import / export, license management, unit type templates, widget handling, etc. User Management – manage users, roles, and LDAP / SAML integration. Branch Agnosticism - By default, Queuing is set up so that if a user is assigned a role that is branch agnostic, the user will see all branches, even if all the other assigned applications are branch aware. So, for example, if the user has access to both the Counter Workstation (Branch aware) and the Central Operations Panel (Branch agnostic), the user will see all available branches in the Counter Workstation. To change this default behavior, the branch app variable must be toggled to true/false for the used application(s), in the applications table, accordingly.
