County Clerk Motor Vehicle Queuing System

The Jefferson County Clerk's Office is soliciting proposals under RFP270010 for a turn-key Customer Flow, Queue Management and Digital Display System (CFQMS-DDS) to serve the Motor Vehicle Division across eight branch locations in Kentucky. The objective is to modernize the customer experience by eliminating physical ticketing through the implementation of digital signage, a centralized content management system, and flexible customer intake methods including QR codes, SMS, and kiosks. Key functional requirements include online appointment scheduling, dynamic routing by service type, and a dedicated queue for limited registration renewals. The project aims for a phased rollout with a preferred implementation timeline of 90 days or less, targeting completion by the end of December 2026. The selection process is based on a point-system evaluating functionality and usability, vendor experience, customer experience, cost, and the quality of the implementation plan, with a second stage involving live demonstrations for shortlisted vendors. Technical requirements are stringent, demanding WCAG 2.1 Level AA accessibility compliance, SAML 2.0 or OIDC Single Sign-On integration, and high security standards such as TLS 1.2, MFA, and a preferred SOC 2 Type II report. The contract emphasizes data ownership by the County and requires a 99.9% service availability. Administrative requirements include the use of the Workday Supplier Portal for invoicing and the submission of specific certifications regarding minority-owned or local vendor status and minimum wage compliance.