Tennessee CPO RFP 34901-01627

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RFP # 3 4901 -01627 Amendment # 2
STATE OF TENNESSEE
Department of Safety and Homeland Security
REQUEST FOR PROPOSALS # 34901 -01627
AMENDMENT # 2
Queuing and Virtual Line Management System
DATE: December 19, 2025

RFP # 34901 -01627 IS AMENDED AS FOLLOWS:

1. This RFP Schedule of Events updates and confirms scheduled RFP dates. Any event, time, or
date containing revised or new text is highlighted.

EVENT
TIME
(central time
zone) DATE

1. RFP Issued November 17, 2025
2. Disability Accommodation Request Deadline 2:00 p.m. November 20, 2025
3. Pre-response Conference 10:00 a.m. November 21, 2025
4. Notice of Intent to Respond Deadline 2:00 p.m. November 24, 2025
5. Written “Questions & Comments” Deadline 2:00 p.m. December 1, 2025
6. State Respon se to Written “Questions &
Comments” December 19, 2025
7. Response Deadline 2:00 p.m. January 8, 2026
8. State Completion of Technical Response
Evaluations January 28, 2026
9. State Schedules Field Testing January 30, 2026
10. State Field Testing February 9 -13, 2026
(FIELD TEST #1)

February 23 -27, 2026
(FIELD TEST #2)

March 2 -6, 2026
(FIELD TEST #3)
11. State Scoring of Field -Testing Results (RFP
Attachment 6.2., Section E) March 9, 2026

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RFP # 3 4901 -01627 Amendment # 2
12. State Opening & Scoring of Cost Proposals 2:00 p.m. March 10, 2026
13. Cost Negotiations with Central Procurement
Office March 11, 2026
14. State Notice of Intent to Award Released and
RFP Files Opened for Public Inspection 3:00 p.m. March 17, 2026
15. End of Protest Period March 25, 2026
16. State sends contract to Contractor for
signature March 26, 2026
17. Contractor Signature Deadline 2:00 p.m. March 30, 2026

2. State responses to questions and comments in the table below amend and clarify this RFP .

Any restatement of RFP text in the Question/Comment column shall NOT be construed as a change
in the actual wording of the RFP document.

RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
1. As we continue reviewing the RFP, we are finding
that the current timeline is challenging with the
holiday period and the volume of requirements.
To make sure we can prepare a complete and
thoughtful response, we wanted to check if an
extension could be ad ded now so we aren’t
rushing in the coming weeks. Having this ahead
of time would be much more fair than finding out
only a few days before the deadline, when we
would already be deep into the crunch.

A mid January deadline would allow us to submit
a thorough and accurate proposal, and I imagine
other vendors may feel the same given the
timing. We would truly appreciate any flexibility
you can offer. If the State feels a schedule change is
needed, it will issue an amendment
to update the schedule.
Section C 27 2. For section C: Technical Qualifications,
Experience and Approach, Items C.17 and C.18,
both ask to describe how the proposed solution
will meet the requirements for Pro Forma
Contract Section A.7. Was this duplicated request
in error? If not, can you elabo rate further on
what is expected for C.18 that is different from
what is expected for C.17? The State has amended RFP Section
6.2., Attachment C, items C.17. and
C.18. as the items were initially
duplicated.

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RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Section C 27 3. For section C: Technical Qualifications,
Experience and Approach, Item C.18, it
references Pro Forma Contract Section A.7,
Hardware/Software Specific Requirements 6.
There doesn’t appear to be a subsection within
A.7 with the title, “Hardware/Software Spec ific
Requirements 6.”
-Can you elaborate further on where we’ll find
that section? Please see the State’s response to
question #2.

4. Please confirm that there is no requirement to
respond to Section D: Field Test with the initial
submission and that it’s solely for the purposes of
evaluating the actual field test Confirmed, Section D will be
completed by the States evaluation
team members.
Pro Forma
A.7.c. 9 5. For Pro Forma Section A.5.B.3 – Do DSCs already
have these Display Monitors? Refer to Pro Forma A.7.c.
The Contractor will be expected to
work with the existing display
monitors and will not be expected to
replace them.
Pro Forma
A.8.b. 12 6. For Examiner workstations:
- Do they already have a computing device
supplied by the state with a browser that can
access the QMS web application, or does the
Contractor need to include computing
devices for Examiners?
- If so, how many examiner stations are there?
- In either case, will the State manage these
computing devices given they are likely
connected to the State’s network and other
systems? The State provides examiner
workstation computers and are
managed by the State. The solution
must operate on a State -approved
web browser as referenced in Pro
Forma Section A.8.b.
Pro Forma
A.5.h. 8 7. For Pro Forma Section A.5.H, how many parties
could attend a state event and how many state
events could there be in a year? The State estimates up to 500 events
per year with 50 parties or more per
event.
Pro Forma
A.7.c 9 8. For Pro Forma Section A.7.C, can you clarify
whether it’s the States goal to have a new QMS
solution work with existing hardware for the 46
DSC locations or is it the State’s preference to
replace the existing hardware in accordance with
the equipment list provided in this section? The State’s preference is to replace
the existing hardware in accordance
with the equipment list as provided
in Pro Forma Section A.7.c.
Pro Forma
A.7.c 9 9. For Pro Forma Section A.7.C, can the counter
displays be a LCD screen vs an LED screen? The State is open to utilizing either an
LCD or LED counter display. The
counter display must be able to
operate i ndependently of the State
network.

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RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.7.c 9 10. For Pro Forma Section A.7.C, how many counter
displays are required per DSC? This question is to
help with costing. The State requires one ( 1) counter
display per examiner workstation.
Small DSCs (one(1) – seven(7) )
Medium DSCs (eight(8) – eleven(11))
Large DSCs (twelve(12) – twenty -
two(22) )
Pro Forma
A.7.g.1.i. 11 11. For Pro Forma Section A.7.G.1.i, does each DSC
already have a Display Monitor and if so, is the
expectation for the Contractor to work with these
existing Display Monitors or to replace them? The Contractor will be expected to
work with the existing display
monitors and will n ot be expected to
replace them.
12. For each existing DSC, will there be power drops
(plugs) for the Display Monitors and Kiosks
already available? Yes.
13. For each existing DSC, will there be Ethernet
ports accessible to the location where kiosks and
Display Monitors will reside? Yes.
14. Is the State’s preference to use Wi -Fi for the
kiosks and display monitors and does each DSC
have Wi -Fi routers that can be accessed by the
hardware? Yes, use the State’s Wi -Fi.
No, no routers are accessible by the
hardware.
15. How many of the DSCs utilized MVN for the TVs
or Display Monitors? Currently, the State estimates that 20
of the 46 State -owned DSCs utilize
MVN.
16. Is it the States requirement for the Contractor to
integrate their QMS functionality with MVN? Yes.
Pro Forma
A.7.j. 12 17. For Pro Forma Section A.7.J, how many DSCs have
existing audio amplifiers and ceiling/wall
mounted speakers? Can the Contractor re -
purpose the audio amplifiers and speakers or is
the requirement to replace any existing audio
hardware (amp, speakers)? All 46 have existing audio equipment.
Yes, the Contractor can re -purpose
the audio equipment as long as it
works with their solution.
Pro Forma
A.7.j. 12 18. For Pro Forma Section A.7.J, is the size of the
small and medium DSCs such that the TV or
Display Monitors’ audio speakers will be
sufficient to provide audio for the waiting area? Yes.

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RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.8.d. 13 19. For Pro Forma Section A.8.D, can the State
provide the total number of expected SMS
segments to help Contractors provide a SMS Text
Plan as per this section? For example, if the State
servers 2.8M customers/year and each customer
is expected to receive 3 S MS notifications
(“welcome,” “ready in 30 -min”, and “now
serving”), then that would be 8.4 million SMS
segments. Can the State confirm it will need
approximately 8.4 million SMS segments or some
other number? The State estimates 7.9 million
annually.
Pro Forma
A.10. 16 20. For Pro Forma Section A.10, how is Remodeling
different from Relocating in terms of the
Contractor’s responsibility? They both seem to
require uninstalling and re -installing the
equipment, so are they only different in that
Relocation has transportation costs between the
old and new facility, while Remodeling has
transportation to storage, storage during the
remodeling , and transportation back to the same
location for the equipment to be reinstalled? The State agrees with the stated
difference in remodel versus
relocation.
Pro Forma
A.10. 16 21. For Pro Forma Section A.10, Is there a need to
replace any equipment in a remodel and if so,
please specify the equipment that would likely
need to be replaced? The State believes replacement
equipment should not be necessary
in a remodel but this will be
determined on a case - by- case basis
at the time remodel services are
requested .
Pro Forma
A.13.b.(3).v. 21 22. For Pro Forma Section A.13.B.3.V. can you clarify
the purpose of this clause? For example, does the
State want to approve/demy the Contractor
hiring a VP Finance, a marketing person, a
summer intern, etc? The State reserves the right to
approve or deny any Contractor
personnel that will have a direct role
regarding the awarded contract to
perform services to the State of
Tennessee.
Pro Forma
A.13.b.
(4).(2). 23 23. For Pro Forma Section A.13.B.4.2, can you
confirm the math that the requirement is 24
hours x 60 min x 7 days = 10,080 min and that of
those 10,080 minutes, the QMS availability is
10,079, so there can be 1 min of down time in a
week? Outside of an approved maintenance
window, this math is correct as
written. The State is amending Pro
Forma Section A.13.b. 4.2.

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.13.b.
(4).(2). 23 24. For Pro Forma Section A.13.B.4.2, if there is only
1 min of down time permitted in a week, what is
the expectation for maintenance which will
typically take longer than 1 min? Please reference the amended Pro
Forma Section A.13.b.4.2.
Pro Forma
A.13.b.
(4).(2). 23 25. For Pro Forma Section A.13.B.4.2, if there is a
service update or an outage in the middle of the
night that affected no one, will the state require a
prorated credit as per the clause? Only for outages. The prorated credit
would not apply to any planned
service updates for maintenance.
Pro Forma
A.13.b.
(4).(2). 23 26. For Pro Forma Section A.13.B.4.2, if there is an
interruption that only affects one DSC, does the
service credit formula prorate based on the
number of locations affected? For example, if the
total monthly fee is “A” for all 46 locations, and
only 1 locati on is affected, then with the service
credit formula be such that the credit is based on
1/46 the value of “A”? The State expects the full -service
credit.
Pro Forma
A.13.b.
(4).(2). 23 27. For Pro Forma Section A.13.B.4.2, can you
provide the formula that would be used to
determine the pro -rated service credit? The State expects the pro -rated
service credit to be applied for each
hour (60 minutes) that the service
interruption is in effect.
Pro Forma
B.1. 26 28. For Pro Forma Section B.1, can you confirm that
the clause should read 36 -months? Yes, this contract will be a thirty -six
(36) month contract followed by an
additional two (2), twelve (12) month
renewal options w hich would extend
the contract to a maximum of sixty
(60) months.
Pro Forma
E.2 39 29. For Pro Forma Section E.2, can you clarify what is
meant by “goods”? Section E.7.B.1 outlines that
title and interest in the Contractor -Owned
Software remains with the Contractor, so this
reads like Contractor -Owned Software is
excluded from the definition of “goods.” As such,
does the term “goods” refer only to the
hardware? If not, please clarify. The State disagrees with excluding
Contractor -Owned software as a
“good.”

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RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
E.2 39 30. For Pro Forma Section E.2, the State implies
throughout the Pro Forma that the Contractor
owns the hardware and is licensing its use to the
State for a monthly fee vs the State purchasing
the hardware outright. Please confirm who owns
the kiosks, display m onitors, printers, rack kits,
etc. If the state owns the hardware, then why is
the cost based on a monthly fee and is the
Contractor expected to amortize the hardware
costs over 36 -months payment? The Contractor supplied hardware
belongs to the Contractor and is not
being purchased by the State. The
decision on amortization is the
Contractor’s to determine.
Pro Forma
E.2 39 31. For Pro Forma Section E.2. if the state expects the
Contractor to amortize the cost of hardware over
36 monthly payments, then how will ownership
be determined in the event the state doesn’t
receive funding for example month 13, at which
point only 1/3 of the hardware costs would have
been amortized and paid for by the State? The State is not purchasing hardware.
The Contractor -supplied hardware is
and remains property of the
Contractor. See the State’s response
to question #30.
Pro Forma
E.7.a.(2). 40 32. For Pro Forma Section E.7.A.2, can you confirm
that a feature request by the State, that is built
into the Contractor -Owned Software, would NOT
be considered Custom -Developed Application
Software? If the feature is one regularly
available to all other product users,
then presumably it would fall into
“Contractor -Owned Software”;
however, if the feature is customized
and developed specifically for
Tennessee and is not regularly
available to all other product users,
then it would fall into “Custom -
Developed Application Software” and
be subject to the terms of E.7.
Pro Forma
A.5.g(2).i. 8 33. Please confirm whether the virtual waiting room
is required to be available at every DSC at go -live
(vs phased) and whether it is included in the base
QMS scope (not an optional add -on). Yes to both .
Pro Forma
A.5.g(2).i. 8 34. For the QR check -in, please confirm the expected
customer flow: does QR check -in place the
customer into a walk -in queue, allow
appointment scheduling, or both? Currently, both.

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.5.g(2).i. 8 35. Please confirm whether customers must be able
to complete the virtual check -in without
downloading an app (e.g., QR → web form + SMS
ticket). Yes. Check -in must be completed
without downloading an application.
Pro Forma
A.5.g(2).i. 8 36. Please define who controls/updates the
“designated check -in questions” and whether
there are requirements for multilingual or
accessibility support for the QR flow. The State controls/updates the
“designated check -in questions.”
Currently, there are no requirements
for multilingual or accessibility
support for the QR flo w.
Pro Forma
A.5.g(2).i. 8 37. Please clarify what “designated service time”
refers to (scheduled appointment time, predicted
call time, or another timestamp the State
defines) The “designated service time” refers
to the “ scheduled appointment time
and/ or predicted call time.” Please
reference Pro Forma A.5.g.(2 ).(i).
Pro Forma
A.5.g(2).ii. 8 38. Is the SMS intended as a reminder, a return -to-
lobby message, or both —and what is the
required content (ticket #, link, location, ETA, opt -
out language)? Both. The required content will be
determined between the State and
the awarded Contractor.
Pro Forma
A.5.g(2).ii. 8 39. If the customer’s service time changes
(delays/early availability), should the system send
multiple updates, and are there any limits or
throttling rules? Currently, the system sends one
update, but the State is open to
having multiple updates based on
current best practices.
Pro Forma
A.5.h.(1) -(4)
8 40. For the unique registration link/code, please
confirm whether “one -time use” means single
registrant per code or single event per code
(usable by multiple registrants until capacity is
reached) Single registrant per code.
Pro Forma
A.5.h.(1) -(4)
8 41. Please clarify whether events require eligibility
controls (e.g., invite -only, validation against a
roster, or identity verification) beyond “State
personnel create the event.” Validation against a roster. However,
certain events will have the capability
to allow attendees to check in for a
set operating time.
Pro Forma
A.5.h.(1) -(4)
8 42. For mass notifications, please confirm if the State
requires both email and SMS (or “either/or”), and
whether delivery status reporting is required
(bounces/failed SMS) Currently, the system sends email
notifications. However, the State is
open to having both options (email
and SMS). Yes, delivery status
reporting is required.

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.5.c.(16). 5 43. For “predictive data,” please clarify whether the
State expects: forecasting/ML analytics, trend
projections, staffing recommendations, or simply
historic trend reporting labeled as predictive. Yes, to all.
Pro Forma
A.4.b 3 44. Please identify the source system that provides
“transaction time captured by another system”
(e.g., ALIST or another application) and its
integration method (API/file/DB). The State will provide this
information to the awarded vendor
at the time of contract award.
Pro Forma
A.4.b 3 45. Please define transaction time start/stop events
(counter open? credential issuance complete?
examiner submit?) to ensure consistent “total
time in center” calculation Transaction start time would be the
time the ticket is called by the
examiner. End time would be the
time the examiner complete s the
transaction.
Pro Forma
A.4.b 3 46. Is “total time in center” required for all
transaction types and all DSCs, and is it required
in dashboards, standard reports, exports, or all
three? Total time in center should include
the wait time and service time at the
workstation. Tracking is required in
all three.
Pro Forma
A.5.c(21) 5 47. Please specify which reports must be auto -
distributed, and whether “auto -print” is per DSC,
centrally, or both. The State will determine and provide
to the awarded vendor at contract
awarding.
Pro Forma
A.5.c(21) 5 48. Are there requirements for report formats
(PDF/CSV/Excel), recipient lists, and approval
workflows before distribution? The State will determine and provide
to the awarded vendor at contract
awarding.

Pro Forma
A.5.b(8)(ix) 4 49. Should removal at close create an audit record
(who/when/which tickets) and be included in
reporting as “left in queue at closing”? Yes.
Pro Forma
A.5.c(26) 5 50. Please clarify the business rules for “bypass”
(timeout duration, number of recalls allowed, and
whether bypass changes priority or preserves
original position). The State will share specific business
rules with the awarded vendor at
contract awarding.

Pro Forma
A.5.c(26) 5 51. For “randomly call numbers,” please confirm
intended use cases and whether this must be
restricted to supervisor/admin roles with audit
logging. The State will share specific business
rules with the awarded vendor at
contract awarding.

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RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.3.c.(1). 3 52. Page 2 of Pro Forma states that Tennessee
services 2.8M customer /transitions per year. Are
the 2.8M transactions just in person transactions
that occur within the 106 offices (46 State -
operated, 60 Third Party Partner) using the queue
management system? A QMS is only used for State -
operated DSCs. Pro Forma Section
A.3.c.(1) is background information
based on an average of all
transactions occurring across the
State and not just in -person services.
53. Does the State have an appointment system that
we need to integrate with? Where and how are
appointments currently scheduled? Is the
expectation that the Queue Management system
would integrate with this system to exchange
appointment information? What tec hnology is
the existing appointment system built on? No. 1. No, the State does not have an
appointment system that needs to be
integrated with. 2. Appointments are
currently scheduled through a third -
party provided link hosted on the
State’s website with the approved
State branding. 3. No, t he
expectation is not for the QMS to
integrate with the existing system,
therefore the technology it is built on
will not be disclosed. The awarded
Vendor is required to provide an
appointment system as part of the
QMS solution within the parameters
provided by the State and meet the
State’s branding guidelines.

54. Would the State consider a comprehensive
solution that provides a unified experience for
the consumer with an integrated web portal
interface, appointment scheduling, and queuing
management? Yes.
1.1.2. 2 55. Does the State have an estimated budget range
for this program? Please reference RFP Section 1.1.2.
Pro Forma
A.4.c. 3 56. Page 3 of Pro Forma, Does the scope of the initial
rollout (60 days) include just the 46 State -
operated offices or does it also include the 60
Third Party Partner offices? 46 State -operated only

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
1.2 2 57. The RFP states that the pro forma contract
substantially represents the contract document
that the successful Respondent must sign. To
allow Respondents to propose a delivery timeline
and competitive price while optimizing the
agency's existing technology investments, will the
State allow Respondents to propose alternatives
for consideration? No.
Pro Forma
A.7. 9-12 58. Throughout A.7, there are multiple references to
Displays:
A.7.c.: “The Contractor shall be responsible for all
hardware…The Contractor shall provide all
necessary equipment (hardware), software,
installation, testing, and deployment concerning
the QMS Solution in all small, medium, and large
DSCs based on the spe cified quantities as shown
below.” (emphasis added)
A.7.g.(1): “The QMS shall utilize the State’s TV, or
monitor, to display real -time ticket numbers for
the DSCs and show the ticket number being
called and the Examiner workstation at which
service will be provided.” (emphasis added)
A.7.i.(1): “The State shall provide a static counter
display that shall identify each Examiner
workstation located at each DSC.” (emphasis
added)
From these varied references, it is unclear what
specific display hardware, if any, the Contractor is
required to provide.
-Can the Agency please confirm whether the
Contractor is responsible for procuring displays
for DSCs and, if so, what form of hardware the
Contractor is expected to provide?
Similarly, there is a requirement for the
Contractor to provide Media Kits, but the
quantity is unknown: “The Contractor must
provide and install Deluxe Media Rack Kits to
supply video and audio to the public display
monitors (TVs) in DSCs where integratio n with
the State's Motor Vehicle Network is not Please refer to the State’s response
to question #10 regarding counter
displays.

The Contractor is required to provide
1 Media Rack per DSC.

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
possible. These kits must be rack mounted in
designated closets.”
-Can the agency please clarify the quantity of
Media Kits that the Contractor must provide?

Pro Forma
A.4.c. 3 59. The RFP states that: “The QMS Solution shall be
fully implemented with all functionalities and
interfaces no later than sixty (60) days from the
Effective Date of this Contract.” Based upon a
Respondent’s previous successful
implementations of similar size and scope, will
the State consider alternative implementation
timelines? No. The State has amended Pro
Forma Contract Section A.4.c.
Pro Forma
C.3. 27-28 60. Will the state allow the Respondent to propose a
payment methodology schedule that is aligned
with the proposed solution and implementation
methodology? No.
RFP
Attachment
6.3 33 61. In the cost template, it appears that some
Proposed Cost dates have been duplicated; for
example, July 1, 2027 -June 30, 2028, is duplicated
in the third column. Can the Agency please
confirm the Proposed Cost dates in Attachment
6.3, Cost Proposal and Scor ing Guide? We apologize for this clerical error.
Please see below for the change.
Attached in the email is also the
updated version of the RFP with the
corrected dates.
RFP
Attachment
6.2
Section D
(D.10, D.11,
D.16 )
&
5.2.1.5. 30

&
18 62. Can the Agency please describe what the field -
testing environment consists of, particularly for
the offices considered along with any elements
that require interaction/integration with existing
State network or legacy systems? Please refer to RFP Attachment 6.2.,
Section D. and RFP Section 5.2.1.5.
63. Where should vendors enter pricing for required
hardware (kiosks, printers, scanners, displays,
speakers, media PCs) since Attachment 6.3
contains no hardware section? Pricing should be all -inclusive based
on each identified DSC size . See Pro
Forma Contract Sections A.2.m., A.5.,
and A.8.
RFP
Attachment
6.3. 34 64. Training is required under Pro Forma A.11, but no
cost line exists. Where should training costs be
entered? Please see RFP Attachment 6.3. Cost
Proposal & Scoring Guide “Training
Fees (On-Site, In -Person)(A.11.) ” item

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SECTION Page # QUESTION/COMMENT STATE RESPONSE
65. Should hardware costs be built into monthly QMS
pricing, remodel/relocation/new DSC pricing, or a
separate hardware category? See Pro Forma Contract Sections
A.2.m. A.5., and A.8. for information
on hardware. For information on
remodel and relocation, see Pro
Forma Contract Sections A.9. and
A.10. The establishment of a new
DSC would follow parameters and
requirements set forth in Pro Forma
Section A.7.
Pro Forma
A.11. 17-19 66. Should training costs be:
-Included in QMS monthly pricing,
-Included in project phase costs,
-Priced per DSC size,
-Or placed in a new/revised cost sheet? See Pro Forma Contract Section A.11.
67. Does the State consider hardware a capital
purchase, operational service, or hybrid? The State considers hardware as an
operational service as the hardware
is included in the overall contractual
costs
Pro Forma
A.2.m. 2 68. Was hardware intentionally excluded from the
cost sheet, or should hardware costs be
amortized into other lines? If so, which ones? There is and will not be a separate
line for hardware. See Pro Forma
Contract Section A.2.m. Pricing
should be all -inclusive based on each
identified DSC size.
Pro Forma
A.10. 16-17 69. Please provide detailed description of what
services, products and work vendor is expected
to deliver for Remodel Services per Small,
Medium and Large DSC. It is not clear to us what
the State expects. Does Remodel Service include
cost of kiosk, wiring, - or if it simply is to deliver a
kiosk and set it up? Please provide a detailed
description for Remodel Services per Small,
Medium and Large DSC See Pro Forma Contract Section A.10.
Pro Forma
A.9. 15-16 70. Please provide detailed description of what
services, products and work vendor is expected
to deliver for relocation Services per Small,
Medium and Large DSC See Pro Forma Contract Section A.9.
Pro Forma
A.7. 8-12 71. Please provide detailed description of what
services, products and work vendor is expected
to deliver for Establishment of a new DSC per
Small, Medium and Large DSC The establishment of a new DSC
would follow parameters and
requirements set forth in Pro Forma
Section A.7.

Page 14 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.7.c. -d. 9-10 72. Please provide quantities (kiosks, printers,
displays, LED/static counters, scanners, speakers)
for Small, Medium, and Large DSCs. Please see Pro Forma Section A.7.c. -d
73. How many examiner/counter stations exist per
DSC type? Please see the State’s response to
question #10.
RFP
Attachment
6.3
&
Pro Forma
A.11. 34

&
17-19 74. Should vendors price training:
-Per DSC size,
-Per location,
-Per session type (Admin/Examiner/Supervisor),
-Or flat statewide? As noted on RFP Attachment 6.3 Cost
Proposal & Scoring Guide , training
Fees are to be priced per session.
Also s ee Pro Forma Contract Section
A.11.
Pro Forma
A.11. 17-19 75. Should pricing include ongoing/responsive
training for new DSC staff? See Pro Forma Contract Section A.11.
Pro Forma
A.7. 8-12 76. Do kiosks, displays, printers, scanners, and
speakers become State -owned or remain
Contractor -owned? Contractor -provider hardware is and
remains property of Contractor. See
Pro Forma Contract Section A.7.
77. Are there existing sound/audio tech available in
the various locations? Please specify what we can
re-use and what needs to be net -new including
installing, cabling, mounting etc and who will be
responsible for these tasks. And where do we
price this in the cost proposal? Please see the State’s response to
question #17.
Pro Forma
A.7. 8-12 78. Should consumables (ticket rolls, SMS, labels) be
included in monthly pricing or purchased
separately by the State? See Pro Forma Contract Sections
A.7.e.9. and A.7.f.8.
79. How many tickets are currently used on a yearly
basis? The State is unable to provide an
accurate amount due to multiple
check -in methods.
80. Does the DSC’s have their own centralized
storage facility to store and distribute ticket roll
paper to DSC locations? Yes.
81. How many SMS are used on a yearly basis? Please see the State’s response to
question #19.
82. Should vendors include installation labor,
mounting, cabling, power drops, conduit, and
media PC setup? Yes.

Page 15 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A. 1-26 83. Please provide the complete scope of work for a
Small, Medium and Large DSC? See the entirety of Pro Forma
Contract Section A.
Pro Forma
A.7. 8-12 84. Who owns the hardware after the 3 year end of
contract – state or vendor? Contractor -provided hardware is and
remains property of the Contractor.
See Pro Forma Contract Section A.7.
85. For the Kiosks to be able to scan a Driver’s
License’s barcode or similar (as per pt d. (3) page
9 in ProForma document). Is the Contractor
expected to integrate with a 3rd party database
for this? Please explain the process of validating
your Driver’s Lic ense when booking an
appointment and checking in. If integrations are
required, please clarify. The State will share specific business
rules with the awarded vendor at
contract awarding.

Pro Forma
A.7. 8-12 86. Can we get an overview of available TVs, type of
TVs as well as the work expected in terms of
mounting, cabling and other related work?
Preferably per location. See Pro Forma Contract Section A.7.
87. For the Media Kits, will it be possible to provide
one mediaPC per TV? Or is the idea to have a
mediapc in a central location that sends the
signal to multiple TVs? If so, are you requiring
cabled transmission or wireless to the TVs? Who
is expected to do the cabling if required? The awarded vendor will be required
to have one mediaPC per TV which
shall be hardwired or cabled.
88. Can the DSC’s Employees restart a regular
Windows -based computer if required for
troubleshooting issues? Yes.
89. Are the LED/Static Counter Displays State -owned
or Contractor -provided? Contractor -provided.
90. Please define “Static Counter Display” – are these
e.g. printed labels of e.g. “Counter 12” and thus
non-electric. Currently, the State utilizes “Static
Counter Displays” , meaning both
non-electric and LED displays.
91. Who provides the media PCs that drive displays
and announcements? Currently, the vendor provides the
media PCs.
Pro Forma
A.7.g. 11 92. What functionality are you looking for in a display
– should it simply state the counter number? Please refer to Pro Forma Contract
Section A.7.g.

Page 16 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
93. Who supplies and installs speakers or integrates
with PA systems? The awarded Contractor.
94. Should displays be re -used, reinstalled, or
replaced? Please refer to the State’s response
to question #8.
Pro Forma
A.10. 16-17 95. Please define the expected vendor
responsibilities during remodels
(uninstall/reinstall only or full
cabling/mounting/electrical support). See Pro Forma Contract Section
A.10.
Pro Forma
A.9. 15-16 96. What does relocation include (uninstall, packing,
transport, reinstall, cabling, validation)? See Pro Forma Contract Section A.9.
97. Should vendors assume local, regional, or
statewide relocation distances? Relocation decisions are made on a
case -by-case basis however, the State
has made relocation decisions within
established districts.
Pro Forma
A.1.-18. 1-26 98. For new DSCs, please specify required hardware,
installation, cabling, configuration, training, and
go-live support. Please reference the entirety of Pro
Forma Contract Section A.
99. Is the Contractor responsible for removing or
disposing of legacy kiosks/displays? No.
100. How many DSCs per month does the State
expect to deploy? The State does not deploy DSCs. The
State currently has 46 State -operated
DSCs. See RFP Section 1.1. and see
Pro Forma Contract Sections A.4.c.
and A.12.
Pro Forma
A.13.b.
(4).(5). 23 101. Should installations be assumed to occur after
hours or on weekends? Installations occur on a schedule
mutually decided by the parties or as
scheduled in the Pro Forma Contract
A.13.b.(4) .(5).
RFP
Attachment
6.3. 29-32 102. Please provide Field Test details:
-Number of DSCs
-Hardware needed
-Pass/fail criteria
-Acceptance requirements
-Test scripts One (1) of two (2) DSCs will be
utilized for Field Testing: Lebanon, TN
(Large DSC) and Dickson, TN ( Medium
DSC). The Respondents selected for
Field Testing shall provide all
required hardware based on the
identified DSC’s size. Please reference
RFP Attachment 6.2., Section D which
outlines all testing criteria.

Page 17 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
103. Please confirm kiosk ADA requirements:
-Height
-Reach
-Audio assist
-Tactile controls
-Screen -reader compatibility The ADA requirements can be found
utilizing the listed site link: The
Americans with Disabilities Act and
Self-Service Kiosks
The Department of Justice standards
can be found at www.ada.gov .

104. Will the State provide power drops, network
cabling, mounting infrastructure, and audio
wiring? Yes, the State provides an electrical
outlet. The network cabling,
mounting infrastructure and audio
wiring are the responsibility of the
Contractor.
105. Please confirm port, firewall, VLAN, and
whitelisting requirements. The State will provide this
information to the awarded vendor
upon contract award.
106. Please provide expected SMS volume per DSC
to cost text messaging accurately. Please refer to the State’s response
to question #19.
107. Are you interested in short code SMS for
confirmation/reminders or do you prefer a 10
digit number? If short code, do you own/lease a
short code? Which provider etc should we then
integrate with? The State has no preference on short
code or 10 -digit number. The State
does not own a short code.
Information regarding a provider will
be shared with the awarded vendor
upon contract award.
Pro Forma
A.6. 8 108. Please confirm whether there are any
integration, performance, or compatibility
considerations with ALIST. See Pro Forma Contract Section A.6.
RFP
Attachment
6.2. 31 109. Attachment 6.2 Section D.34 states that the
Contractor must provide “a schedule that shows
the Contractor will complete implementation
within six (6) weeks after contract award.”
However: The Pro Forma Contract Section A.12
does not define an implementation duration.
To allow accurate planning and pricing, please
clarify: Please see responses to this item in
question items 110 -115

Note: Attachment 6.2., Section D.
Item D.34. states “ Verify Contractor
provides Project Management Plan
with schedule, risks, and acceptance
criteria. ”

Page 18 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.4.c.

&

Pro Forma
A.12. 3

&

19-20 110. What exactly must be completed within 6
weeks?
-Delivery of the Project Management Plan?
-System design and configuration only?
-Deployment to a pilot DSC or multiple DSCs?
-Full statewide deployment?
-Deployment of hardware at all DSC’s?
-Something else? Attachment 6.2., Section D. Item 34
does not list a 6 -week
implementation period, however, see
Pro Forma Contract Section A.4.c.
when full completion needs to occur
and see also Pro Forma Contract
Section A.12.
5.2.1.5. 18 111. Does the 6 -week requirement apply to all
DSC locations, or only to initial deployment/pilot
sites? There are no pilot sites. The Field
Test is not a pilot. The Field Test is
evaluated and scored. See RFP
Section 5.2.1.5.
Pro Forma
A.4.c. 3 112. How should the 6 -week requirement be
reconciled with the Field Test scheduled for
January –February 2026? Attachment 6.2., Section D. Item 34
does not list a 6 -week
implementation period, however, see
Pro Forma Contract Section A.4.c.
when full completion needs to occur.
Pro Forma
A.12.
&
RFP
Attachment
6.2. 19-20

&
26 113. What rollout cadence does the State expect
(DSCs per week or month)? Respondents should provide this as
part of their implementation and
rollout plan in RFP Pro Forma Section
A.12. and RFP Attachment 6.2. item
C.7.
114. Should implementation activities be assumed
to occur:
-During business hours,
-After hours, or
-On weekends? See the State’s response to question
#101.
115. Is the 6 -week window meant to reflect a
proposed plan for evaluation purposes, or a hard
contractual requirement? See the State’s response to question
#112.

Page 19 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
4.4.4.

&

Pro Forma
D.7. 13

&

30 116. Ref. “Queuing -and-Virtual -Line-Management -
System -RFP.PDF” – Sec. 4.4.1 -4.4.5
-Does this include technology providers such as
Microsoft Azure and other infrastructure
partners? If we require subcontractors for a
support request, how can we meet SLA
requirements if we need written approval from
the State? Eg. if one of the approved
subcontractors are not able to support
immediately. What if we need to change an IT
infrastructure technology partner for
performance/updates/support issues?
-Can the Contractor add subcontractors after the
Contract Award should the scope or
understanding of the scope change? Please reference RFP Section 4.4.4
and Pro Forma Contract Section D.7.
in response to the question raised
regarding adding subcontractors
after contract award.

The use of technology providers and
meeting SLA requirements will be
discussed with the awarded vendor
upon contract award.
Pro Froma
A.13.b.
(4).(2). 23 117. Ref. “ProForma RFP 34901 -01627 Queuing
and Virtual Line Management System.pdf” page
23.
-Is an uptime of 99.9% acceptable? 99.99% is
difficult to maintain with Cloud -suppliers. E.g. MS
Azure’s uptime is 99.9%, which our service runs
on. No.
Pro Forma
A.13. 20-24 118. Ref. “ProForma RFP 34901 -01627 Queuing
and Virtual Line Management System” Section
A.13 page 20 -22.

In the SLA table under pt. 4. Critical Severity the
following sentence is written:

“Due to restrictions of the shipping
company, overnight shipping can only be
provided if the need is requested before 2:00 pm
EST. After
that, it will overnight the next day.”

-Where are these requirements coming from and
which shipping company has these restrictions? Is
this SLA part of your existing contract with your
current vendor or how was this created? The State is amending Pro Forma
Section A.13. b.4. (Delivery of
Support Services table).

Page 20 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
Pro Forma
A.13. 20-24 119. Ref. “ProForma RFP 34901 -01627 Queuing
and Virtual Line Management System” Section
A.13 page 20 -22.In the same SLA table under pt.
4, Medium severity the following sentence is
written:

In the case of failed
equipment, the Contractor shall provide ground
shipping (the Contractor uses FedEx ground;
delivery expected in one to two (1 -2)
business days) of replacement parts (at no
additional costs to the State) to the DSC with the
reported outage.

-Do we have to use FedEx or is this a legacy from
a previous contract? Please advice. The State is amending Pro Forma
Section A.13. b.4. (Delivery of
Support Services table).

120. If answers to these questions are delayed
post Dec 12th, will there be an extension to the
submission? If the State is delayed, we will issue
an amendment to adjust the
schedule of events.
RFP
Attachment
6.4 36 121. How many references are required? We are
seeing conflicting numbers in the RFP (3 -5
references). RFP Attachment 6.4. requires
references from two (2) contracts
Respondent currently services that
are similar in size and scope to the
services required by this RFP and
three (3) references from completed
contracts that are similar in size and
scope to the services required by this
RFP. See the rest of the text in RFP
Attachment 6.4. about references.
References from at least three (3)
different individuals are required to
satisfy the requirement and an
individual may provide a reference
about a completed project and
another reference about a currently
serviced account.
Pro Forma
A.4.c. 3 122. Are the integrations required for the initial
launch? Yes, see Pro Forma Contract Section
A.4.c.
123. How many services are offered per location?
Are they the same throughout the State? The State is unable to provide a
specific response because services
offered per location vary from
location to location.

Page 21 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
124. Are you interested in custom email sending
(eg noreply@tn.gov) when sending
confirmation/reminders? If so, which security
protocol must be followed? Where do we price
this in the cost proposal? The State will share specific business
rules with the awarded vendor at
contract awarding.

Pricing for this feature should be
included in the overall cost of the
proposed solution.
125. Are you interested custom URL for your
online booking site? If so, which security
protocol/method must be followed? Where do
we price this in the cost proposal? The State will share specific business
rules with the awarded vendor at
contract awarding.

Pricing for this feature should be
included in the overall cost of the
proposed solution.

126. Will you require to skin/modify the online
reservation site? If so, do you have in -house staff
who can do CSS/Javascript etc to make the
reservation site look like the State's website? The State will share specific business
rules with the awarded vendor at
contract awarding. The site must
meet all State branding
requirements.

127. Will you require data transfers to your own
data warehouse? If so, which one, which transfer
protocols etc do you prefer and where do we
price this in the cost proposal? No.
128. The Pro Forma requires the vendor to
provide, install, and maintain all hardware
(kiosks, printers, barcode scanners, monitors,
etc.) Our business is a hardware -agnostic
software provider; we do not manufacture or
resell hardware but can recommend trusted
hardware partners if preferred. Can the State
confirm whether this hardware -agnostic model is
acceptable or whether respondents must serve as
the primary hardware provider? Contractor must serve as the primary
hardware provider.
Pro Forma
A.4.c. 3 129. Does the 60 -day implementation
requirement apply to all 46 DSCs simultaneously,
or is a phased rollout acceptable? If a phased
rollout is acceptable, what does that typically
look like for new software vendors? Yes, the implementation requirement
applies to all 46 DSCs but, see the
amended Pro Forma Contract Section
A.4.c.

Page 22 of 28
RFP # 3 4901 -01627 Amendment # 2
RFP
SECTION Page # QUESTION/COMMENT STATE RESPONSE
130. Does the scope include only the 46 State -
operated DSCs or also the ~60 third party partner
sites? As of the release date of the RFP, the
Scope covers the 46 State -operated
DSCs. Third party partner sites are
not included.

131. Will the State provide network topology,
firewall rules, and subnet details required to
comply with the “specific subnet” and “only
necessary ports” restrictions? Yes, it will be provided to the
awarded vendor upon contract
award.
132. Is integration with Active Directory required,
or may the QMS use its own authentication
system? Yes, integration with Active Directory
is required. No, the QMS may not use
its own authentication system.
133. Is real -time integration with ALIST required?
If yes, what integration methods (API, web
services, batch) are available? See Pro Forma Contract Sections A.4.
and A.6. At this time, the State
cannot disclose integration methods.
134. Could the State provide the estimated annual
SMS volume based on guest traffic across all
DSCs? We send an average of 3 SMS per guest
added to NextMe.
Additionally, does the State prefer a single
statewide SMS number or multiple regional/DSC -
specific numbers? Please see the State’s response to
question #19. Currently, the State
uses a single statewide SMS number.
135. What are the State’s requirements for data
retention and may anonymized/aggregated data
(non PII) be retained by the vendor for product
improvement? The data is and at all times shall
remain property of the State and be
retained throughout the contract
period and returned to the State at
the end of the contract period. See
Pro Forma Contract Section A.4.d.

No, the vendor may not retain State -
data (non -PII) for product
improvement.

3. RFP Attachment 6.2., Section C, Items C.17. and C.18. are deleted in its entirety and replaced
with the following:

C.17. Provide a narrative describing how the proposed Solution will
meet each of the requirements outlined in Attachment 6.6 Pro
Forma Contract Sections A.4. & A.5. A.7., A.8. 10 6
C.18. Provide a narrative describing how the proposed Solution will
meet each of the requirements outlined in Attachment 6.6 Pro
Forma Contract Sections A.7 and A.8 ., Hardware/Softwar e
Specific Requirements 6, 3 7

Page 23 of 28
RFP # 3 4901 -01627 Amendment # 2

4. Pro Forma Contract Section A.13.b.4.2. is deleted in its entirety and replaced with the
following:

(2) The QMS shall be available 99.99% of the time calculated on a twenty -four (24) hours a day,
seven (7) days a week, 365 days a year (24/7/365) basis; excluding scheduled maintenance
times agreed to in advance by the State. The Contractor shall be required to notify the State of
any scheduled maintenance times. In the event this Solution availability target is not met, the
Contractor shall give the State a pro -rated service credit towards the monthly software
maintenance and support costs; planned outage s for maintenance agreed to by the State shall
not constitute failure to meet up time requirements ;

5. Pro Forma Contract Section A.4.c. is deleted in its entirety and replaced with the following:

c. The QMS Solution shall be fully implemented with all functionalities and interfaces no later than
June 15, 2026 . sixty (60) days from the Effective Date of this Contract.

6. Pro Forma Contract Section A.13b.4.(Delivery of Support Services table) is deleted in its
entirety and replaced with the following:
(4) Delivery of Support Services. Support services will be delivered according to the
following tier structure. The State reserves the right to determine and assign severity levels for
any issues.

Severity Level Response
Critical: A problem that severely
impacts the State’s use of the QMS
Solution , or any of its components,
such as: Webpages of service
console will not render for any user,
loss of connectivity or QMS is
unable to function. The situation
halts State’s business operations
and no procedural workarounds
exist. The State will receive immediate e -mail
acknowledgement following report of the
issue, and an initial response from
Contractor’s support staff within thirty
(30) minutes of submitting a request for
support. Contractor’s support staff will
provide a fix, p atch, or procedural
workaround within one (1) business day
of receipt of notice of the issue from the
State. In the case of failed equipment,
the Contractor shall provide overnight
shipping of replacement parts (at no
additional costs to the State) to the DSC
with the reported outage. The Contractor
shall notify the State of any shipping
restrictions. Due to restrictions of the
shipping company, overnight shipping
can only be provided if the need is
requested before 2:00 pm EST. After
that, it will overnight the next day.

Page 24 of 28
RFP # 3 4901 -01627 Amendment # 2
Severity Level Response
High: A problem where the QMS
Solution , or any of its components,
is functioning, but the use is
severely reduced. The situation is
causing a high impact to portions of
the State’s business operations and
no procedural workarounds exist. The State will receive immediate e -mail
acknowledgement following report of the
issue, and an initial response from
Contractor’s support staff within thirty
(30) minutes of submitting a request for
support. Contractor’s support staff will
provide a fix, p atch, or procedural
workaround within two (2) business
days. In the case of failed equipment,
the Contractor shall provide overnight
shipping of replacement parts (at no
additional costs to the State) to the DSC
with the reported outage.
Medium: A problem that involves
partial, non -critical loss of use of the
QMS Solution , or any of its
components. The situation is
causing a medium -to-low impact on
the State’s business operations, but
users can continue to function,
including by using a procedural
workaround. Upon submitting a request for support,
the State will receive immediate e -mail
acknowledgement of the request for
support. A member of the Contractor’s
support staff will respond to the State
within one (1) business day with a
resolution (fix) or with a p lan of resolution
that shows resolution (fix) will occur
within ten (10) business days or
incorporated into a future upgrade as
agreed upon by the State. In the case of
failed equipment, the Contractor shall
provide ground shipping and (the
Contractor use s FedEx ground; delivery
of replacement parts expected in one to
two (1 -2) business days) of replacement
parts (at no additional costs to the State)
to the DSC with the reported outage.
Low: A general usage question,
reporting of a documentation error,
or recommendation for a future
product enhancement or
modification. The situation is
causing low -to-no impact on the
State’s business operations or the
performance or functionality of the
QMS Solution , or any of its
components. The State will be contacted by the
Contractor’s support staff within one (1)
business day with acknowledgement of
the question, followed by a complete
response to the support question or
receipt of an e -mail notification that the
comment or recommendation for feature
enhancement has been logged within
three (3) business days. Enhancement
or upgrade shall be implemented at the
Contractor’s discretion. In the case of
failed equipment, the Contractor shall
provide ground shipping and (the
Contractor uses Fed Ex ground; delivery
expected in one to two (1 -2) business
days) of replacement parts (at no
additional costs to the State) to the DSC
with the reported outage.

Page 25 of 28
RFP # 3 4901 -01627 Amendment # 2
7. Adding a new section with reference to Pro Forma Contract Section A.4.:

A.4.d. Data Ownership. Data created by the State is and shall remain the sole property of the State.
The Contractor shall not review, share, distribute, print, or reference any data except as
expressly defined by the terms of a Contract between the Contractor and the State. T he
Contractor may at times view or access individual records and State configuration details for
the purpose of preventive maintenance or diagnosis and resolution of solution problems or
user support issues.

8. RFP Attachment 6.3. Cost Proposal is deleted in its entirety and replaced with the following:

RFP ATTACHMENT 6.3.
COST PROPOSAL & SCORING GUIDE
NOTICE: THIS COST PROPOSAL MUST BE COMPLETED EXACTLY AS REQUIRED
COST PROPOSAL SCHEDULE — The Cost Proposal, detailed below, shall indicate the proposed price for
providing goods or services as defined in the Scope of Services of the RFP Attachment 6.6., Pro Forma Contract,
for the entire contract period. The Cost Proposal shall remain valid for at least 120 days subsequent to the date of
the Cost Proposal opening and thereafter in accordance with any contract resulting from this RFP. All monetary
amounts shall b e in U.S. currency and limited to two (2) places to the right of the decimal point .
The State currently has a total of forty -six (46) Driver Service Centers across the State. There are a total of
fourteen (14) small DSCs, fifteen (15) medium DSCs, and seventeen (17) large DSCs.
NOTICE: The Evaluation Factor associated with each compensable unit is for evaluation purposes only. The
evaluation factors do NOT and should NOT be construed as any type of volume guarantee or
minimum purchase quantity. The evaluation factors shall NOT create rights, interests, or claims of
entitlement in the Respondent.
Notwithstanding the cost items herein, pursuant to the second paragraph of the Pro Forma Contract,
Section C.1. (refer to RFP Attachment 6.6.), the State is under no obligation to request any goods or
services from the Contractor in any specific dollar amounts or to request any goods or services at all
from the Contractor during any period of this Contract.
This Cost Proposal must be signed, in the space below, by an individual empowered to bind the
Respondent to the provisions of this RFP and any contract awarded pursuant to this RFP. If the
individual signing this Cost Proposal is not the President or Chief Executive Officer , the Respondent
must attach evidence to the Cost Proposal showing the individual’s authority to legally bind the
Respondent.
RESPONDENT
SIGNATURE:
PRINTED NAME &
TITLE:
DATE:

Page 26 of 28
RFP # 3 4901 -01627 Amendment # 2
RESPONDENT LEGAL
ENTITY NAME :
Cost Item Descriptio n Proposed Cost State Use ONLY
JULY 1,
2026 -
JUNE
30, 2027 JULY 1,
2027 -
JUNE
30,
2028 JULY 1,
2028-
JUNE
30,
2029 JULY 1,
2029-
JUNE
30,
2030 JULY 1,
2030-
JUNE
30,
2031 Sum Evaluati
on
Factor Evalu
ation
Cost
(sum x
factor)
QMS Solution per Small
Center (A.5.)
$
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH 168/yr
QMS Solution per
Medium Center (A.5.) $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH 180/yr
QMS Solution per Large
Center (A.5.) $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH $
/ DSC/
MONTH 204/yr
Software maintenance
and support package
(A.8.) $
/
MONTH $
/
MONTH $
/
MONTH $
/
MONTH $
/
MONTH 12/yr
Remodel Service per
Small Center (A.10)
(*One -Time Fee*) $ / DSC 14
Remodel Service per
Medium Center (A.10)
(*One -Time Fee*) $ / DSC 15
Remodel Service per
Large Center (A.10)
(*One -Time Fee*) $ / DSC 17
Relocation Service per
Small Center (A.9.)
(*One -Time Fee*) $ / DSC 14
Relocation Service per
Medium Center (A.9.)
(*One -Time Fee*) $ / DSC 15
Relocation Service per
Large Center (A.9.)
(*One -Time Fee*) $ / DSC 17
Establishment of a new
Small Center
(*One -Time Fee*) $ / DSC 14

Page 27 of 28
RFP # 3 4901 -01627 Amendment # 2
RESPONDENT LEGAL
ENTITY NAME :
Cost Item Descriptio n Proposed Cost State Use ONLY
JULY 1,
2026 -
JUNE
30, 2027 JULY 1,
2027 -
JUNE
30,
2028 JULY 1,
2028-
JUNE
30,
2029 JULY 1,
2029-
JUNE
30,
2030 JULY 1,
2030-
JUNE
30,
2031 Sum Evaluati
on
Factor Evalu
ation
Cost
(sum x
factor)
Establishment of a new
Medium Center
(*One -Time Fee*) $ / DSC 15
Establishment of a new
Large Center
(*One -Time Fee*) $ / DSC 17
Simple Message Service
(“SMS”) Plan (A.8.d.) $
/
MONTH $
/
MONTH $
/
MONTH $
/
MONTH $
/
MONTH 12
Training Fees (On -Site,
In-Person) (A.11.) $ / SESSION 16
Refresher Training Fees
(Web -Based, Remote)
(A.11.) $ / SESSION 5
Initiation Phase (A.12.d.) $ / PHASE 1
Planning Phase (A.12.e.) $ / PHASE 1
Design Phase (A.12.f.) $ / PHASE 1
Testing Phase (A.12.g.) $ / PHASE 1
Implementation and
Rollout Phase (A.12.h.) $ / PHASE 1
TOTAL EVALUATION COST AMOUNT (sum of evaluation costs above) :
The Solicitation Coordinator will use this sum and the formula below to calculate the Cost Proposal Score. Numbers
rounded to two (2) places to the right of the decimal point will be standard for calculations.
lowest evaluation cost
amount from all
proposals x 20
(maximum
possible
score) =
SCORE:
evaluation cost amount
being evaluated
State Use – Solicitation Coordinator Signature, Printed Name & Date:

Page 28 of 28
RFP # 3 4901 -01627 Amendment # 2
9. Pro Forma Contract Section A. 2.m. is deleted in its entirety and replaced with the following:

m. Management System Solution (“QMS”): An all -inclusive solution of hardware, software,
maintenance and support, project management, and software configuration for use by the State as
a central management tool to control and manage customer flow and schedule appointments . The
QMS provides real -time information, communicated via dashboard and reports —which provides
State designated personnel with the ability to view and analyze the customer flow in each DSC
throughout the State, as well as, monitor the activiti es of DSC employees to ensure customers
receive service in an efficient and orderly manner.

The QMS also provides DSC Examiners (“Examiners”) with the ability to call and serve the
customers. It incorporates some features, which help the Examiner and other State designated
personnel with the ability to gain more control over the queues, categorie s, service times, wait
times, and the rate at which customers are called for assistance.

10. Pro Forma Contract Section A. 5.a. is deleted in its entirety and replaced with the following:

a. The QMS shall consist of at minimum, a Check -in Kiosk, Printer, Display Monitor, a two
dimensional (2D) or three dimensional (3D) bar code reader, and operating software. The QMS
shall also include a system that enables customers to check -in anywhere and w ait anywhere to
provide a contactless check -in option , and a virtual waiting room , and an appointment scheduling
system .

11. Adding a new section with reference to Pro Forma Contract Section A. 5.i.:

i. As part of the QMS solution, the Contractor shall provide an appointment scheduling system
available through a link on the State's website using parameters determined by the State and
that meets the State’s branding guidelines.

12. RFP Amendment Effective Date . The revisions set forth herein shall be effective upon release . All
other terms and conditions of this RFP not expressly amended herein shall remain in full force and
effect.