Purchase of WEB PAGE DESIGN AND/OR MANAGEMENT SERVICES*222576

The City of Dallas is seeking a Customer Queue and Appointment Management System for the Dallas Water Utilities (DWU) department. The objective is to modernize customer service delivery by creating a more efficient, accessible, and customer-friendly experience across in-person and virtual service channels.

Customer Queue and Appointment Management System to streamline DWU customer service, reduce lobby congestion, and enhance both in-person and virtual interactions.

DWU requires a cloud-based wait and appointment system to replace outdated queuing methods, improve efficiency, and increase customer satisfaction.

Objectives

• Enable mobile/remote check-in and real-time wait visibility.
• Reduce waiting times, no-shows, and cancellations.
• Provide emergency alerts and advanced analytics for operations.

Contractor Responsibilities

• Deliver and host the fully web-based platform.
• Support check-in via QR codes, kiosks, and mobile devices.
• Provide automated reminders, emergency shutdown, multi-language support, and forecasting.
• Configure DWU requirements, train staff, and provide ongoing updates and support.
• Provide Customer Feedback

City Responsibilities

• Supply business rules, service definitions, and configuration details.
• Assign staff for implementation, testing, and acceptance.
• Provide IT support for integrations as needed.

All responses to a Solicitation must be completed and submitted in the Solicitation website by the time and date specified in the Solicitation.

Unless otherwise stated in City's specifications, all prices will be considered firm for acceptance within one hundred eighty (180) days after bid/proposal opening.

Award will be made to the lowest responsive and responsible bidder or to the most advantageous proposal based upon evaluation regarding response to the requirements listed in the specifications.

Any questions or concerns should be addressed in writing to the City or designee through the Solicitation website.

**Insurance required.** Workers' Compensation within the regulations of the Texas Workers' Compensation Act, with Employers Liability limits of $500,000 Each Accident, $500,000 Each Employee and $500,000 Policy Limit. Commercial General Liability Insurance with minimum combined bodily injury (including death) and property damage limits of $1,000,000 per occurrence, $2,000,000 products/completed operations aggregate, $2,000,000 general aggregate. The CITY shall be named as an additional insured by endorsement to the policy.