RFP #17-10 Queue Management Software Solution Addendum I. Answers to Questions

Transcription

1 RFP #17-10 Queue Management Software Solution Addendum I Answers to Questions 1. General Requirement Tab: #1. System should have the ability to allow workflow functionality such as the ability to embed workflows for approvals based on Agency's predefined process. a) Would there be pre-defined set of workflows? If yes please provide exhaustive set of workflows if possible. Yes a predefined set of workflows will be provided (with some modifications during the discovery and project planning phase to best suit the system and the various tasks at the career offices). The attached workflow provides high level client processing while at the career office. b) Can workflows be added/removed? If yes, are they generic enough that can be codified? A large group of business processes do not easily map to the rigid modeling structures provided due to the lack of flexibility inherent in a framework that, by definition, imposes rigidity. As a result, users are forced to work outside the system, and/or constantly revise the process model, in order to successfully complete their activities, thereby negating the perceived efficiency gains sought by implementing a workflow solution in the first place. c) Are the workflows dynamic? If yes, please provide at least one of the workflows as sample and details on what all exhaustive ways it can be modified. To avoid that and remain competitive, PSS must continually adapt their business processes to manage the rapid changes demanded by the dynamic nature of the marketplace or service environment. Therefore, for a workflow system to be most effective, it must support dynamic change (i.e., during execution). Please see attached workflows 2. General Requirement Tab: #2. System should have the ability to capture basic information and service(s) provided to client. a) What is considered basic information and service(s)? a. Basic information consist of demographic information: i. First and last name ii. Dob and age iii. Address iv. Twist ID b. Type of service requested/accessed at the career office: i. Counseling ii. Health fair Page 1 of 7

2 iii. Other services c. Supporting documentation i. Attachments ii. Checklist 3. General Requirement Tab: #5. System should have the ability to create alerts for activities and events. a) Alerts for whom, admin or user or both? a. Should be able to alert clients, users and staff i. Alert clients when they are due to receive services or update them about service time ii. Alert admin and staff about pending activities, reminders or exceeded thresholds b) Can the alerts be created for multiple users/roles? Yes alerts can be created for multiple users/roles 4. General Requirement Tab: #7. System should have the ability to transfer/refer client to other internal services without closing the current service. a) What happens to the current service? Does the time continue ticking? In an event that staff refers client to other internal services prior to service completion, that service should not be closed. The time should pause till client returns to initial service. A new time will start for the other category independent of the previous. Time will resume when client returns to initial service provider. Clock stops only when service delivery is complete. b) What makes this current service complete? The service should be considered complete when interaction between the customer and personnel is complete, and the customer leaves the premises. 5. General Requirement Tab: #15. System should have the ability to queue the customers into guest waitlist by floor staff who need to see a counselor. a) What would be the role of floor staff in this workflow? Currently, only about 20% of customers at the Work Force Solutions are placed on the waitlist to see a counselor. The majority (80%) are there to use resources such as the printer, work on their resume, and search for jobs from the state database. The role of the floor staff is to assist customers as needed as they use resources. In the event that the services requested by the customer requires more than 15 minutes of a floor staff s time, the floor staff should have the ability to queue in the customer to be seen by the counselor ( see workflow). Page 2 of 7

3 6. General Requirement Tab: #16. System should have the ability for office staff to view the various estimated wait times of persons in the queue. a) How is the wait time calculated? The wait time is calculated by looking at the how long it takes for the customer to see a counselor/ staff after checking in at the career center. i. When a customer shows up at the career office and check in with the greeters, the time it takes for them to see a counselor is the wait time for that service. Once the career office staff sees that client the wait time stops. 1. Client Wait time = difference between time checked in and time career office starts providing services. 2. Average Client wait time = Mean wait time for all clients receiving the same service. b) Is it defined by the type of service? Yes each service at the career office will have different wait times. It is imperative that career office admins look at wait time for each service provided across career offices. This will help guide them as they decide on resource allocation and compare service delivery across career offices. 7. General Requirement Tab: #21. System should have the ability to provide a web-based registration and scheduling, allowing customer registration in any web-enabled device, such as mobile, tablet, or laptop. a) Is the registration only needed to be mobile enabled or both registration and scheduling? It will be ideal for registration to be on both platforms if possible to ensure that clients are not limited to how they schedule appointments. b) Is the mobile app required or mobile enabled web site should suffice? The mobile app is required. c) Is scheduling required for the day of the service or can be requested days in advance? The client should have the ability to do both with the option for PSS admins to determine which best suits them in the long run. 8. General Requirement Tab: #28. System should have the ability to set up external client portal to send out details of career fairs/hiring events and other important information. a) Are we talking about creating a web portal on the fly? The WFS also organizes career fairs/ Hiring events. Prior to the career fair day, flyers and other advertisement information are published to the community inviting customers seeking jobs to attend. During the career fair day, while the customers are at the office, some personal information is collected. Page 3 of 7

4 The external client portal will be used for pre-registration for potential participants to the career fair/ Hiring events. Customers should have that ability to register off site and on site. Also the system should be able to eliminate all paper base data collection ensuring personal information is not lost. A list of attendants to the fair should be collected at the end of each fair 9. General Requirement Tab: #29. System should have the ability to pre-register offsite and on site customers who want to participate in career fairs/ Hiring events. a) Is it only for career fairs/hiring events? Yes this is only for career fairs/hiring events (see question 8). b) Is this outside the scope of workflow or part of the workflow? Yes it is outside of the scope of the workflow of queuing clients for other services. The career fairs are targeted events and do not occur on a daily basis. However PSS admins would like to capture and analyze data around those fairs for better decision making. c) What would be rules for cancellation/rescheduling? The career fairs are onetime events. Clients will be reminded using alerts and there will be no rules for cancellation. Clients that do not show up will be captured as no shows for reporting purposes. No need for rescheduling since career fairs occurs on a specific day. 10. System Architecture Tab: #2. Supports ODBC connectivity. a) Is it open for other options like ADO.Net etc.? Yes we are open to other options like ado.net. 11. System Architecture Tab: #7. Uses a store & forward architecture for the field devices that allow continuation of work flow even when the wireless connectivity is disrupted or offline. a) What are the set of features need to be enabled for Store and forward? This functionality pertains to the ability of the app to work the same even if offline, and upon reestablishing a connection, the information that was entered in the offline mode would be sent forward to finish the update. 12. System Architecture Tab: #15. Ability to custom configure screen layouts and flows to conform to Career Office business rules and work processes. a) Please provide details on the system's expectations? What kind of screen layouts needs to support custom layout? a. It is expected that the system user interface is designed or can be designed in such a way that it is easy to understand yet accomplishes the necessary critical tasks performed by career office staff. Page 4 of 7

5 i. Screen layout should be easy to use, highly legible and intuitive while performing the necessary functions. ii. The layout permits user to focus on tasks and information not the mechanism of the GUI iii. The screen layout should satisfy the user s need and his/her capabilities in the best possible way. This should be relative to the function of each type of service provided and the staffs associated with providing those services. 13. System Architecture Tab: #16. Ability to customize screens so that different fields and actions may be visible to different user roles. a) Please provide details on specific screens that you expect to support this feature. a. Not all users will have the same role, and functions within the system. Roles in the system should allow PSS to tailor the screens depending on the role. For example, you can create a Basic screen for floor staff that have minimal interactions with the system and with the sole function of queuing floor clients that require a more comprehensive service. This role would limit the number of commands shown to only the essential task related commands needed to complete the task. The simplified interface with fewer icons and commands enables the floor staff to quickly be productive. As the role/functions increases, that role is exposed to the full functionality of the software to maintain a high level of productivity. i. Similarly, The WFS floor staff s role at each center is to walk around and assist customers as needed. At the end of the day they log the services provided to customers in Work In Texas for credit. We are hoping to capture all the services provided as they walk around the resource room. Creating a category to capture some demographic information of those they assisted as well as the services provided will be great. 1. This will only be limited to floor staff. 14. System Architecture Tab: #19. Ability to generate our own messaging for all text the users see, including error messages, tips, and instructions. a) Please provide details around the expected behavior(s). An example could be reminders for career fairs and what documents they need to bring along. Change in wait time or service delivery time for clients, service closure. 15. System Architecture Tab: #20. Ability to create and modify workflows using built-in management tools. a) Would help significantly if an example workflow can be provided along with details on how it can modified and what this workflow would look upon modification. a. See question 1 for example of workflow. As an example of how the initial work flow may change, i. The WFS will like to create a form that will allow them to capture monetary incentives provided to those that seek assistance with accessories for job Page 5 of 7

6 interviews/go to their jobs (clothes, shoes, bus fair). Currently, customers seeking financial assistance complete a form that is signed by a counselor, then a manager (approver), and lastly the customer indicating he received the money. The goal is for this process to be integrated in the waitlist process with the customer signing at the end. 1. In this case the client will be queued into the system, then he/she goes through the normal work flow. a. In addition because of this service there will be a sub process involving approval of funds ii. While in this case it may just be a sub process, other instances may add new ways of queuing into the initial process. b) What built-in management tools need support? This is up to the vendor. By focusing on function, not coding, we want to ensure that build and automate end-to-end workflows occurs in less time should the need arise so as to minimize disruption in service delivery. We also want to ensure the vendor has a simplified workflow development process with pre-built Job Steps with the logic already built in, eliminating the time spent researching, writing, and testing scripts. As a result, they can easily assemble complex workflows and reuse rather than rewrite. 16. User Interface Tab: #5. Ability for customers to save incomplete business functions and resume progress at a later time. a) What would be set of business functions required for this feature? See question 4 response on internal referral to other services prior to service completion. 17. User Interface Tab: #15. Ability to personalize user experience, e.g., favorites menu, custom forms, queries, look ups, quick reports, personal history on screen widgets, etc.. Specify features that can be personalized. a) Which type of user needs to be targeted for this feature, for e.g. Admin, Person trying to register in the system etc.? Both admins and users (staff) should have the ability to personalize their experience within the system. 18. User Interface Tab: #16. Ability to personalize user experience, e.g., favorites menu, custom forms, queries, look ups, quick reports, personal history on screen widgets, etc.. Specify features that can be personalized. a) Who would be generating style sheets and what kind of support is needed to adapt the UI? This will be a collaborative endeavor with vendor. The vendor should provide recommendations and best practices. Page 6 of 7

7 19. User Interface Tab: #18. The ability to customize the UI by overriding the system default style sheets. a) Is this a duplicate of #16 or is this a separate request? Yes it is same as question User Interface Tab: #19. Ability to clearly alert all users when the system is down or when scheduled to be down. System should be able to notify users who are logged in to warn them in advance of the system becoming unavailable, and allow them to save their work. a) Is this a duplicate of #17 or is this a separate request? It is separate. Staff should be able to receive system alerts and notifications regarding scheduled maintenance or when system is down. In the event that the system is down while staff is delivering services, they should be able continue/save the work they started. See question It was stated that there will be 300 internal users in total for the 11 locations. Can you please break those numbers down by Counselors, Receptionist, Administrators and Managers, etc.? Counselors-150 Greeters/Resource Specialists/ Program Assistants- 90 Administrators-10 Managers- 50 Page 7 of 7

8 CAREER OFFICE STAFF CAREER OFFICE GREETER CUSTOMER GUEST WAITLIST SYSTEM GUEST WAITLIST AS-IS PROCESS FLOW GUEST WAITLIST SYSTEM CHECK-IN AND CHECK-OUT TIME IS CAPTURED IN THE SYSTEM CUSTOMER WALKS-IN AT A CAREER OFFICE REQUESTING SERVICES GREETER ENTERS ALL BASIC INFORMATION ABOUT THE CUSTOMER GREETER CHECKS IF THE CUSTOMER IS ALREADY IN THE SYSTEM GREETER ASK QUESTIONS REGARDING THE SERVICES CUSTOMER NEEDS ASSISTANCE WITH GREETER CAPTURES THE REST OF INFORMATION AND ASSIGNS THE CUSTOMER TO THE CAREER OFFICE STAFF AS PER THEIR NEEDS CAREER OFFICE STAFF ATTENDS TO CUSTOMER AND CHECK-IN CUSTOMER IN THE SYSTEM AFTER SERVICE DELIVERY, CAREER OFFICE STAFF CHECK-OUT CUSTOMER IN THE SYSTEM

9 CAREER OFFICE COUNSELOR CAREER OFFICE GREETER CAREER OFFICE FLOOR STAFF CUSTOMER GUEST WAITLIST TO-BE PROCESS FLOW Phase CUSTOMER WALKS-IN AT A CAREER OFFICE IS CUSTOMER REQUESTING SERVICES? NO DOES CUSTOMER NEED ASSISTANCE? NO CUSTOMER UTILIZES RESOURCE ROOM YES Yes DOES FLOOR STAFF ADDRESS CUSTOMER NEED? YES FLOOR STAFF ENTERS SERVICES PROVIDED INTO SYSTEM NO FLOOR STAFF QUEUES CUSTOMER INTO THE WAITLIST SYSTEM DEPENDING ON SERVICES GREETER ENTERS ALL BASIC INFORMATION ABOUT THE CUSTOMER GREETER CHECKS IF THE CUSTOMER IS ALREADY IN THE SYSTEM GREETER ASK QUESTIONS REGARDING THE SERVICES CUSTOMER NEEDS ASSISTANCE WITH GREETER CAPTURES ALL RELEVANT INFO & QUEUE CUSTOMER INTO THE SYSTEM FOR SERVICE DELIVERY CAREER OFFICE STAFF ATTENDS TO CUSTOMER AND CHECK-IN CUSTOMER IN THE SYSTEM AFTER SERVICE DELIVERY, CAREER OFFICE STAFF CHECK-OUT CUSTOMER IN THE SYSTEM END