Service Centers Lobby Management Solution

The County of Hennepin is seeking a modern, integrated Lobby Management System (LMS) for its Service Centers. The LMS will replace the County's existing queuing solution and serve as a unified platform for managing customer check-in, appointment scheduling, queue management, digital signage, reporting, and analytics. The solution should enhance service delivery by improving customer flow, optimizing lobby operations, and supporting both in-person and online service requests. The County prefers to enter into a single contract with one vendor for the complete solution, including software and hardware components. Key features of the solution should include: • A unified platform for customer check-in, appointment scheduling, and queue management • Support for walk-in and appointment-based services through kiosks, mobile, web, and in-person interfaces • Dashboards, reporting, and analytics to support informed decision-making and service optimization • Seamless integration with County IT systems, including Microsoft Azure Active Directory (AD), Power BI, and other relevant platforms • API capabilities to enable interoperability and future integrations • ADA compliance, multi-language support, and inclusive service for all residents • Content and messaging capabilities across kiosks, tickets, and digital signage • Ongoing maintenance, updates, and support to sustain system performance and adaptability over time The proposal should include a cover letter, a profile of the Proposer, a plan for delivering the solution, references, and pricing information.