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Contract Award for Electronic Queuing System <br />May 19, 2015 <br />Page 2 <br />In recent years, the Planning and Building Agency has pursued opportunities to improve the <br />customer experience in the Development Services lobby. To date lobby improvements include: <br />updated furniture and paint, Wi -Fi, charging stations and improved lighting and signage <br />throughout the lobby. With the goal to improve customer wait time and provide a more efficient <br />automated process to better serve the public, an electronic customer flow management system is <br />recommended. The system will automate the current manual customer sign -in process at the <br />Planning, Building, Public Works and Community Preservation counters. This automated system <br />will create an organized and comprehensive method for managing customers as they move <br />through the permitting process at the counter. In addition, the system will provide real -time <br />performance data as well as reporting to agency management and the public regarding wait and <br />processing times at the public counters. <br />On October 30, 2014 the City issued a Request For Proposals (RFP) for an electronic queuing <br />system. Five proposals were received and reviewed by staff consisting of representatives from <br />the Administrative Services Division, Planning Division, Building Division and Public Works <br />Agency, and scored as follows: <br />Firm <br />Average Score <br />Q -Matic <br />82.7 <br />Q- Less <br />79.7 <br />ACF <br />78.0 <br />Nemo -Q <br />77.1 <br />Lavi Industries <br />47.1 <br />Based on these scores and additional follow -up research, the recommended vendor to provide <br />the customer flow management system is Q- Matic. Q -Matic is a global market leader in customer <br />flow management solutions with 30 -years of experience and over 58,000 systems worldwide. Q- <br />Matic is used in several local Planning and Building Departments including the Cities of Long <br />Beach, Huntington Beach, Irvine, Santa Monica and Glendale. <br />The proposed system will initially service only the Development Services counters (Planning, <br />Building, Public Works, Code Enforcement), but is designed to be expandable to allow for the <br />addition of other first floor services in the future (i.e. Business Licensing and Utilities). <br />STRATEGIC PLAN ALIGNMENT <br />Approval of this item supports the City's efforts to meet Goal No. 3 Economic Development, <br />Objective No. 3 (Promote a solutions -based customer focus in all efforts to facilitate development <br />and investment in the community), Strategy A (Continue to develop and promote online services <br />such as e- permits, inspections and plan review to increase flexibility and access to City Hall <br />customers). <br />228 -2 <br />