The procurement of a new customer management and appointment system planned at the California DMV is facing some new hurdles.
The state has deemed all final bids to an RFP due Oct. 13 to be draft bids because the responses contained “material deviations.” The Department of Technology, in a Nov. 5 letter, said it would schedule confidential discussions with the bidders.
Final bids are now due Dec. 9, according to a bid addendum from the state.
This is the second time the DMV has attempted to bid out the new system. An earlier procurement released in January 2014 was canceled 10 months later because the bids were determined to be “non-responsive.”
In its Customer Flow Management and Appointment System (CCFMAS), the DMV wants a solution that is Web-enabled, built with commercial off-the-shelf software, and could be centrally managed through a remote network, perhaps via software-as-a-service.
“The current queue system is close to reaching critical levels of system/application failure due to increasing occurrences of data corruption, hardware malfunction, and integration incompatibility. The appointment system operates independently from the queue system. There is an opportunity to better manage customer work flow through electronic appointment management and virtual queuing," the 2014 bid document said.
In the second procurement released in 2015, DMV adjusted a few of the project’s parameters, including the message board signage in DMV field offices. The new solution will integrate CCFMAS and message boards into a single view for all field offices. The vendor – not the DMV – can now own the monitors.
“Offices typically have multiple queue monitors installed throughout the customer lobby for easy viewing; this is also true of the message board monitors. Consequently, customer lobbies in many offices display multiple queue monitors and multiple message board monitors that compete for customer viewing; multiple monitors in varying sizes and type create a jumbled haphazard look and detract from the professionalism of the office environment,” a Special Project Report released in May 2015 said.
This approach likely means wait time information, DMV announcements – even advertising – will be delivered on these monitors at the same time as a customer’s appointment number is called.
