HomeMy WebLinkAbout22B - SPEC - ELECTRIC QUEUING SYSREQUEST FOR
COUNCIL ACTION
CITY COUNCIL MEETING DATE:
MAY 19, 2015
TITLE:
CONTRACT AWARD FOR AN
ELECTRONIC QUEUING SYSTEM
AT THE DEVELOPMENT SERVICES
PUBLIC COUNTERS WITH Q -MATIC
CORPORATION
(SPEC. NO. 14 -078)
{STRATEGIC PLAY NO. 3,3A)
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G/7,
CITY MANAGER
RECOMMENDED ACTION
CLERK OF COUNCIL USE ONLY:
❑ As Recommended
❑ As Amended
❑ Ordinance on 1" Reading
❑ Ordinance on 2nd Reading
❑ Implementing Resolution
❑ Set Public Hearing For
CONTINUED TO
FILE NUMBER
Award a contract to Q -Matic Corporation for the purchase of an electronic queuing system and
associated software for the Development Services public counters (Planning, Building, Public
Works, Code Enforcement), in an amount not to exceed $53,140, subject to non - substantive
changes approved by the City Manager and City Attorney.
Finance, Economic Development and Technology Council Committee
At its regular meeting on January 12, 2015, City staff presented a project update to the Finance,
Economic Development and Technology Committee. The Committee was supportive of the
project with a recommendation to ensure that the selected system was customer friendly and
simple enough to be utilized by all customers visiting the Development Services counters. The
recommended system will offer instructions in both English and Spanish and will include an
option to allow a customer to sign -in even if they are not sure who they need to speak to. Staff
will also be available to provide assistance to customers as needed.
DISCUSSION
The Development Services counter area includes the Planning Division, Building Safety Division,
Public Works Agency and Community Preservation (Code Enforcement) Division. These
counters serve residents, business owners and developers wishing to obtain permits or zoning
information.
In addition, services provided include, reviewing plans and applications for compliance with the
Zoning Code, issuing construction, grading and street improvement permits, as well as
coordinating the plan review and inspection process. Additionally, the Code Enforcement counter
is available for customers to submit complaints or to meet with a Code Enforcement Inspector to
review notices and /or citations they have received and discuss options for compliance. The
counters are open from 8:00 a.m. to 4:00 p.m. daily and serve approximately 3,000 customers
per month.
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Contract Award for Electronic Queuing System
May 19, 2015
Page 2
In recent years, the Planning and Building Agency has pursued opportunities to improve the
customer experience in the Development Services lobby. To date lobby improvements include:
updated furniture and paint, Wi -Fi, charging stations and improved lighting and signage
throughout the lobby. With the goal to improve customer wait time and provide a more efficient
automated process to better serve the public, an electronic customer flow management system is
recommended. The system will automate the current manual customer sign -in process at the
Planning, Building, Public Works and Community Preservation counters. This automated system
will create an organized and comprehensive method for managing customers as they move
through the permitting process at the counter. In addition, the system will provide real -time
performance data as well as reporting to agency management and the public regarding wait and
processing times at the public counters.
On October 30, 2014 the City issued a Request For Proposals (RFP) for an electronic queuing
system. Five proposals were received and reviewed by staff consisting of representatives from
the Administrative Services Division, Planning Division, Building Division and Public Works
Agency, and scored as follows:
Firm
Average Score
Q -Matic
82.7
Q- Less
79.7
ACF
78.0
Nemo -Q
77.1
Lavi Industries
47.1
Based on these scores and additional follow -up research, the recommended vendor to provide
the customer flow management system is Q- Matic. Q -Matic is a global market leader in customer
flow management solutions with 30 -years of experience and over 58,000 systems worldwide. Q-
Matic is used in several local Planning and Building Departments including the Cities of Long
Beach, Huntington Beach, Irvine, Santa Monica and Glendale.
The proposed system will initially service only the Development Services counters (Planning,
Building, Public Works, Code Enforcement), but is designed to be expandable to allow for the
addition of other first floor services in the future (i.e. Business Licensing and Utilities).
STRATEGIC PLAN ALIGNMENT
Approval of this item supports the City's efforts to meet Goal No. 3 Economic Development,
Objective No. 3 (Promote a solutions -based customer focus in all efforts to facilitate development
and investment in the community), Strategy A (Continue to develop and promote online services
such as e- permits, inspections and plan review to increase flexibility and access to City Hall
customers).
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Contract Award for Electronic Queuing System
May 19, 2015
Page 3
FISCAL IMPACT
Funds for this project are available in the Planning and Building Agency Contractual Services
account (no. 01116510 - 62300).
Vince Fregoso AICP
Interim Executiv D' ector
Planning & Building Agency
MF /EG:
mkeportslElectronic Queuing System RFCA
APPROVED AS TO FUNDS AND ACCOUNTS:
Francisco Gutierrez
Executive Director
Finance and Management Services Agency�-
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