Cloud-based Queue Management System

The State of Illinois is seeking a vendor to deliver a cloud-based queue management system designed to streamline customer flow. The required system must offer advanced ticketing features, supporting both digital tickets accessible via mobile devices and traditional printed tickets. Customers should have access to real-time display updates indicating their current queue position and assigned service counter or representative, enhancing the overall service experience.

The proposed solution must be hosted within geographically distributed data centers across the United States and utilize a secure API gateway for system integrations. The architecture should provide single-tenant hosting with a multi-tenant database to ensure both data isolation and scalability. Strict standards apply to response times for all interactions, including screens, queries, reports, batch processes, and API calls, which must meet industry benchmarks and satisfy user acceptance during testing. Additionally, the system must support increased volumes of concurrent transactions and ensure the retention of configuration settings, templates, and other custom application data for the full duration of the subscription.