HomeMy WebLinkAboutR-98-0670J-98-700
7/1/98
RESOLUTION NO. 9 670
A RESOLUTION AUTHORIZING THE CITY MANAGER TO
EXECUTE AN AGREEMENT, IN A FORM ACCEPTABLE TO
THE CITY ATTORNEY, WITH Q-MATIC CORPORATION
FOR THE ACQUISITION OF A Q-MATIC CUSTOMER
FLOW MANAGEMENT SYSTEM APPLICATION FOR THE
CITY CLERK'S OFFICE, IN CONNECTION WITH THE
CITY OF MIAMI'S NEWLY ESTABLISHED PASSPORT
ACCEPTANCE FACILITY, AT AN AMOUNT NOT TO
EXCEED $20,000.00; ALLOCATING FUNDS THEREFOR
FROM CAPITAL IMPROVEMENT PROJECT
NO. 311031-229401-840, ENTITLED "INTEGRATED
TEXT AND IMAGE MANAGEMENT SYSTEM", FOR SAID
ACQUISITION.
WHEREAS, the Office of the City Clerk in conjunction with
the Purchasing Department, solicited, reviewed and evaluated the
technology of various customer flow management systems to be
utilized for the newly established Passport Acceptance Facility;
and
WHEREAS, said technology will allow the City Clerk's Office
to better forecast and optimize the number of service counters
that will be opened at particular times of the day and will also
identify the waiting time as affected by staff shortages at said
Facility; and
WHEREAS, the Q-Matic system application, designed by Q-Matic
Corporation, was determined to be the most advantageous customer
flow management system in meeting the needs of the City Clerk's
CITY CcOWSSION
MEETMG OF
J U L 1 4 1998
Resolution No.
98- 670
Office for the Passport Acceptance Facility; and
WHEREAS, the City Manager and the City Clerk recommend the
procurement of the Q-Matic customer flow management system
application from Q-Matic Corporation be approved; and
WHEREAS, funds are available from Capital Improvement
Project No. 311031-229401-840, "Integrated Text and Image
Management System", for said acquisition;
NOW, THEREFORE, BE IT RESOLVED BY THE COMMISSION OF THE CITY
OF MIAMI, FLORIDA:
Section 1. The recitals and findings contained in the
Preamble to this Resolution are hereby adopted by reference
thereto and incorporated herein as if fully set forth in this
Section.
Section 2. The City Manager is hereby authorizedll to
execute an agreement, in a form acceptable to the City Attorney,
with Q-Matic Corporation for the procurement of a Q-Matic
customer flow management system application for the City Clerk's
Office, in connection with the City of Miami's newly established
Passport Acceptance Facility, at an amount not to exceed
$20,000.00, with funds therefor hereby allocated from Capital
Improvement Project No. 311031-229401-840, entitled "Integrated
1� The herein authorization is further subject to compliance
with all requirements that may be imposed by the City
Attorney, including but not limited to those prescribed by
applicable City Charter and Code provisions.
2 -
98- 670
Text and Image Management System", for said acquisition.
Section 3. This Resolution shall become effective
immediately upon its adoption and signature of the Mayor.Z/
PASSED AND ADOPTED this 14th day of July , lggg,
JOE CAROLLO, MAYOR
In accordance with Miami Code Sec. 2-36, since the Mayor did not indicate agora-,>! -•° of
VNs legislation by signing it in the designated place provided, said iegi<>is; ; r
becomes effective with the elapse of ten (10) days from the date of Commissi--n :..: ; �
regarding same, without the Mayor exercising -a yOto. n
ATTEST: Walter y..Eeftan, City Clerk
WALTER J. FOEMAN
CITY CLERK -
AS
CORRECTNESS:
If the Mayor does not sign this Resolution, it shall become effective at
the end of ten calendar days from the date it was passed and adopted.
If the Mayor vetoes this Resolution, it shall become effective
immediately upon override of the veto by the City Commission.
- 3 -
98- 6"io
Honorable Mayor and Members
To : of the City Commission
l
FROM: Qbnald H. Warshaw
City Manager
RECOMENDATION:
CITY OF MIAMI, FLORIDA
INTER -OFFICE MEMORANDUM
CA=1 I
June 15, 1998
DATE : FILE
SUBJECT: proposed Resolution: Authorized
Procurement of Q-MATIC Queue
Management System
REFERENCES:
ENCLOSURES:
It is respectfully recommended that the City Commission adopt the attached resolution authorizing
the City Manager to execute an agreement with Q-MATIC Corporation to procure its customer
flow management application for the City Clerk's Office in connection with the City of Miami's
newly established Passport Acceptance Facility, at a total cost not to exceed $20.,000. Funds are
available from our Capital Improvement Project No: 311031-229401-840 (Integrated Text and
Image Management System).
BACKGROUND:
The Office of the City Clerk has researched customer scheduling programs in anticipation of the
City_ 's Passport Acceptance Facility. This technology will allow us to better forecast and optimize
the number of service counters that will be opened at particular times of the day at the City's
Passport Acceptance facility. This system will also help better identify how waiting time is
affected by staff shortages.
The Q-MATIC customer flow application will better enable the Clerk's Office to manage lines, set
reasonable waiting times, and to plan use of staff resources by monitoring customer minutes, from
when a person arrives to when they are called to a service window area, and ultimately to when the
processing of passport applications are completed.
The Office of the City Clerk in conjunction with the Purchasing Department, solicited, reviewed,
and evaluated various customer flow management systems including Flo -Go Systems, Cafra
Manufacturing, Inc., and Customalert.
Factors considered in the evaluation of the PC based Windows environment Q-MATIC System
included, but were not limited to performance, productivity, customer service, accumulation of
statistical data, operational flexibility (set standards for waiting time, priority to certain customers,
et cetera).
98- 670
The Q-MATIC system application, designed by Q-MATIC Corporation, was determined to be the
most advantageous customer flow management system in meeting the needs of the Clerk's Office
as a newly established Passport Acceptance facility.
It is anticipated that through this software application the Clerk's Office will better be able to
manage the flow of customers desirous of passport application processing.
s� WJF/yd
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Donald H. Warshaw
TO: Acting City Manager
FROM.
Wa ter J. F e
City Clerk
CITY OF MIAMI, FLORIDA
INTER -OFFICE MEMORANDUM
June 19, 1998
DATE:
SUBJECT: Proposed: Q-MATIC Queue
Management Systems
REFERENCES:
ENCLOSURES:
FILE:
This department has verified that funds are available with the Department of Budget and
Mana&ement Analysis to cover the cost of the purchase of the Q-MATIC customer flow
management system application, at a total cost not to exceed $20,000. The entire twenty thousand
dollars funding is to come from the Capital Improvement Project No. 311031-229401-840
(Integrated Text and Image Management System).
BUDGET REVIEW & APPROVED BY
Dipak Parekh
Director
Office of Budget & Management
Analysis
ADDITIONAL APPROVALS
Pil Saenz-Butler
C6 Administrator
Office of Budget & Management
Analysis
(This form properly signed is part of the bid evaluation ad recommendation package to be placed
on the agenda and must be attached to the resolution cover memorandum.)
WJF/yd
O-NIATIC
System Description
Customers entering the lobby waiting area can either be greeted by a Customer Service
Representative (CSR) or take a ticket themselves from a dispenser offering up to nine
choices of service (Front Labeling and Priority Calling). When the CSR or customer
selects a ticket it places that number into a corresponding electronic queue within the Q-
Win software. All numbers will be issued sequentially and will have an associated alpha
character defining the category of service. The customers will wait in the lobby area until
called.
:After the customer has received a ticket they will then wart to be seen by a County
Representative. The main lobby will be equipped with one master display, voice unit and
,counter displays. The counter displays, voice unit and main display will activate and
signal when the calling status has changed, calling the next customer. The voice unit is a
digitally recorded voice that announces the next customer's number and counter of
service. The County Representative will call the next customer by simply pressing the
"next" button on a small terminal, known as a KT2143. All lobby activity is displayed on
these terminals, such as quantity of people waiting, real wait time of next person to be
serviced, as well as the actual waiting time of the customer being serviced.
All activities related to the customer's number will be stored by the computer for
statistical reports to be printed at the end of the day, or at the time of need. County
Representatives can also tag information (Back Labeling), such as Social Security
numbers, to the call numbers. Information is available on waiting times, customers
served by window as well as by user. Arrival times by period of time are tracked and can
be reported via reports or on screen graphs.
Below are a few features of interest:
1. Recycle functions — Allows your representative to place a customer number further
back into the queue should the customer not response to the initial calling. Allowing
the customer to be called again in a few minutes (time is programmable).
2. Networking Capability — Wide Area Network and Local Area Network compatible.
3. Statistics — User can run statistical analysis on every aspect of the lobby.
4. Staff Scheduling Module — Allows uses to optimize current staff
5. Customer Tracking — Allows management to investigate problem customers.
6. Management Screens — Provide management with real time data signally then to act
before the wait time becomes a problem.
7. Alarm features — signal management when preset lobby thresholds are exceeded.
8. Handicapped Calling Standards — Systems incorporate Verbal, Visual and Braille
cues. * Traditionally most Motor Vehicle system do not require a Braille system.
9. Year 2000 compliant.
Q-MATIC CORPORATION 308 Ridgefield Court Phone: (704) 667-1000 www.q-matic.com
Asheville, NC 28806 Fax: (704) 667-1100 6 7 (�
98- V
0-NIATIC
Warranty Information
Q-Matic Corporation warranties its products against defects in material and workmanship
for a period of one (1) year from the date of installation and agrees to repair or, at Q-
Matic's option, replace any defective unit without charge for either parts or labor. This
warranty does not cover damage resulting from accident, misuse or abuse, any
modification or alteration, including attaching the system to other than recommended
receptacle or voltage. This warranty is void when service or repairs are performed by a
non -authorized source. No responsibility is assumed for any special incidental or
consequential damages.
Beyond the initial warranty period, an extended warranty is available.
Equipment Description
• Windows based software, which controls all peripheral hardware and displays.
Includes hardware interface that is connected to the PC serial communication port.
• Standard IBM clone personal computer with a Pentium processor, equipped with 16
Meg of Ram, 850 Meg hard drive in a desktop case. Standard configuration includes
a 14" SVGA monitor.
• Statistical Printer, a standard BubbleJet printer used to print detailed reports.
• Main Junction Box is used to terminate all wiring systems.
• Ticket Printer - This devise prints the queuing tickets. Tickets are configured via
software, how they look and what information they provide. Tickets can support
graphic scanned image printing such as company logos. Dispenser can be configured
to handle up to nine different types of services. Unit is supplied with a multi -button
faceplate with text such as `please press green button for service."
• Voice Unit — Calls customers verbally.
• Main Display — Standard multi -queuing master display, which displays called
customer number and corresponding counters which are called. During the first 20 to
30 seconds after a call, programmable arrows point to the direction of the calling
office.
• Status display — this 14-digit display is used to display system status, such as wait
times per category.
• Power Supply — Supplies 24 volt DC power to system components. Cable length and
quantity of equipment installed determine the quantity.
Q-MATIC CORPORATION 308 Ridgefield Court Phone: (704) 667-1000 vwvw.q-matic.com
Asheville, NC 28806 Fax: (704) 667-1100
Technical Specifications
• Operating system
Windows version 3.1, 3.11 and Windows 95, NT
OS/2 Warp
Network Compatibility — Most network protocols supported
• Hardware
Minimum PC requirement:
586 DX66 with 16 Meg of Ram and 80 Meg of Available Disk Space
Display Character size:
2-3/8 inches
Cabling: '
Standard telephone cable with RJ 11 connectors. Devices beyond 1,000 ft
may require lime amplifier
Mounting:
All displays are wall mounted, brackets are provided
Power requirements:
110/120 VAC at the ticket printer dispenser, PC and. power supply
Delivery Schedule
45 — 60 days upon receipt of an approved contract or purchase order
O-MATIC CORPORATION 308 Ridgefield Court Phone: (704) 667-1000 www.q-matic.com
Asheville, NC 28806 Fax: (704) 667-1100
98- 670
Q-1NIATIC
Pri *
2 Workstations
QTY.
PART #
DESCRIPTION
UST
PER UNIT
PRICE
1
QM9060
Interface & software
$3,037
2,126
$2,126
1
BP2228
Ticket printer
$4,656
3,259
$3,259
2
KT2143
Enhanced station terminal
$576
403
$806
1
D23321
IMD 4 digits alpha
$2,310
1,817i
$1,617
2
D2443A
Matrix display 4 digits
$880
616
$1,232
1
VU2077
Voice interface
$3,874
2,712
$2,712
3
NG121
Power supply
$453
317
$950
1
JB9047
Main junction box
$250
175
$175
1
NR2093
Tickets (box of 33,600)
$298
298
$298
1
HW9024
Hardware, Signage and Training
500
$500
gquipmen t Total
$13,674
Installation Total.
$ 2,051
Total I
1
$15,726
4 Workstations
QTY.
PART #
DESCRIPTION
UST
PER UNIT
PRICE
1
QM9060
Interface & software
$3,037
2,126
$2,126
1
BP2228
Ticket printer
$4,656
3,259
$3,259
4
KT2143
Enhanced station terminal
$576
403
$1,611
1
D23321
MD 4 digits alpha
$2,310
1,617
$1,617
4
D2443A
Matrix display 4 digits
$880
616
$2,464
1
VU2077
Voice interface
$3,874
2,712
$2,712
3
NG121
Power supply
$453
317
$950
1
JB9047
Main junction box
$250
175
$175
1
NR2093
Tickets (box of 33,6W)
$298
298
$298
1 IHW9024
Hardware, Signage and Training
500
$500
Equipment Total
$15,712
Installation Total
$ 2,357
Total
$18,069
The above systems require the customer to supply a PC. The PC must be a Pentium with
at least 32 Meg of Ram and preferably with Windows NT 4.0. If the PC is to be used as a
multi -function workstation more Ram will be required to properly support the system.
Q-MATIC CORPORATION 308 Ridgefield Court Phone: (704) 667-1000 www.q-matic.com
Asheville, NC 28806 fax: (704) 667-1 100
(0-MA3TIC
June 19, 1996
Dear Christine Baker:
I would like to bring to your attention that the original warranty for the Q-Matic ticket
queuing equipment proposed to be installed at City of Miami will expire six months after
the installation date,(When the system is started up).
To avoid disrupting service, why not provide your staff with the assurance of the best
way to maintain your equipment. While our systems have been proven to be very
reliable, our Extended Warranty offers you not only parts and labor service, but
unlimited phone support and software updates. A software update will keep your
systems operating at maximum performance. Our Extended Warranties also provide
ovetnight delivery of any failed component, keeping downtime to a minimum.
Why not take advantage of this important opportunity. Please find our standard form of
Extended Warranty enclosed for your review. If you elect to accept the attached
contract, please sign where indicated and return to us for prompt approval. Please also
indicate which billing o2tion You prefer — annual or quarterly.
You should be aware that equipment not covered by an Extended Warranty is subject to
our standard service rates of $92 per hour, plus parts/materials and travel expenses.
Don't let another day go by without protecting your system. Your organization has
made a major investment in this equipment, so why not protect it? Should you have any
questions, please feel free to contact your local sales representative, Mr. Denton Herbik
c@ 404-876-0197.
Sincerely,
Ida Burleson
Enclosure
cc: Denton Herbik
( Q-MATIC CORPORATION 308 Kdge'ieb Court Phone: (828) 667-1000 www.q-matic.com
Asheville, NC 28806 Fax: (828) 667-1100
9 8 -- 6 `10
Z0'd 00ITL99ti0L �Ixejw-n Wty Tb:TT 96-6T-Nnr
0-MATIC CORPORATION
EXTENDED WARRANTY
City of Miami:
For the period of one year, 0-Matic Corporation will, provide the following:
• Service visits as necessary to maintain proper system functionality. This assumes
that Customer personnel prior to requesting a service call have checked all power
plugs and system connections.
Replacement of faulty system parts/components via overnight delivery. Customer
must return faulty units to Q-Matic Corporation.
• System software upgrades when necessary to maintain proper servicelfunction
level.
• Unlimited telephone consultation and trouble -shooting between the hours of 8.30
a.m. and 5:00 p.m., plus pager service for emergencies outside of time specified.
During the term of this extended warranty: Q-Matic Corporation agrees to provide both
labor and material necessary to repair or replace system parts as necessitated by
normal usage. Damage or toss resulting from misuse or perils such as fire, theft, water
damage, or other events outside the control of 0-Matic Corporation is not covered. The
use of unauthorized parts, components, modifications, or personnel in conjunction with
the system will cause this warranty to be null and void.
Service calls under this extended warranty will be made during normal business hours.
A verbal purchase order number must be provided by Customer prior to dispatching
service for incidences not covered by the extended warranty. Service provided for
incidences not covered by this warranty will be billed at the rate of $92 per hour (hours
billed = hours spent on site plus travel time). Service provided for incidences not
covered by this warranty and outside of normal business hours will be billed at the rate
of $138 per hour. All service repairs performed under this extended warranty will be
guaranteed for a period of thirty (30) days.
COSTS
o.mwic coRPORATION
Annual: $ 1705
Quarterly; $ 469
308 Ridgefield Court
Asheville, NC 28806
Phore (878)667-100o WWW.(Z-matic.com
Fax: (928)667-1 i00
20-41 001T499b02-
BIlt$W-0 Wtl Zb= T T 86-6T—Nnr
This extended warranty shall be offered to renew on the anniversary date. Should the
Customer wish to cancel this extended warranty, it must notify Q-Matic Corporation of
its intention a minimum of sixty (60) days prior to the renewal date.
The price in effect for renewals may not be equal to the preceding year's warranty, and
may be adjusted to reflect current labor and material costs.
City of Miami
Acceptance
By:
Title:
Date Extended Warranty Takes Effect:
From: Six months after date of completion of install
Q-MATIC CORPORATION
Acceptance
Title:
To: One year from the day the extended warranty takes effect.
Quote valid for 60 days,
98670
1�0'd 00TLL99�0L
]I1HW-� Wd Zb:TT 86-6T-Nnr
ITEM:
DEPARTMENT:
TYPE OF PURCHASE:
REASON:
AGREEMENT WITH
Q-MATIC CORP.
Q-Matic Customer Flow Management System
Application
City Clerk's Office
Agreement
The Q-Matic customer flow application will better
enable the City Clerk's Office to manage lines, set
reasonable waiting times, and to plan use of staff
resources by monitoring customer minutes, from when
a person arrives to when they are called to a service
window are, and ultimately to when the processing of
passport applications are completed.
RECOMMENDATION: It is recommended that the City Manager execute an
agreement with Q-Matic Corporation for the
procurement of a Q-Matic customer flow management
system application, for the City Clerk's Office in
connection with the City of Miami newly established
Passport Acceptance Facility, at a total amount not to
exceed $20,000: _ Allocating funds therefor from the
Capital Improvement Program, "Integrated Text and
Image Management System", Project No. 311031-
229401-840.
Directo�Purc`ljasing
to
98- 6tiiO