25-557THA-INFOT-B-48801 | RFP Queue Management Systems

The Illinois State Toll Highway Authority is soliciting proposals for a modern Queue Management System (QMS) to be implemented at its headquarters in Downers Grove, Illinois. The objective is to replace an outdated system with a technologically advanced solution featuring interactive touch-screen kiosks, digital and print ticketing options, and real-time display updates to improve customer flow and operational efficiency. The scope of work includes the provision of 42-plus inch LED monitors, audio notification hardware, and full installation of mounting and network infrastructure. The system must integrate with Windows 11 or Microsoft Edge, support SAML 2.0 and OKTA authentication for single sign-on, and provide comprehensive reporting and analytics on customer wait times and service reasons. Additionally, the solution must be configured to support ADA-designed service counters. The contract features an initial five-year term with renewal options extending the total duration up to ten years. Award evaluation is based on a total of 295 points, weighted heavily toward oral presentations (150 points), price (53 points), technical capabilities (52 points), and a commitment to diversity (40 points). Mandatory requirements are evaluated on a pass/fail basis. Bidders must adhere to strict diversity goals, including an 11% Business Enterprise Program (BEP) utilization goal and a 1% Veteran Business Program (VBP) goal. Proposals must be submitted as searchable PDFs via the BidBuy portal by March 13 at 10:30 AM Central Time, including required vendor disclosures, utilization plans, and pricing submitted through the agency-provided forms.