To: Martin L. Cousineau, Finance Committee Chairperson
From: Michael Dawisha, CIO
title
RE: Approval of a purchase order to SHI for a guest registration and queuing system
recommendation
BOARD ACTION REQUESTED:
Approval of a purchase order to SHI for the purchase Front desk guest management system.
BACKGROUND:
The tower will have two public points of entry with many possible destinations. This system will allow guests to enter their name which will place them in a queue, alert the destination department and help people find their destination.
DISCUSSION:
Proposal for Implementing a Resident Guest Registration & Services Queuing System ("TAN" - Take a Number) Objective: this is a system similar to what the Secretary of State uses with the added dimension of many destinations.
We wish to enhance resident service delivery, reduce wait times, and improve operational efficiency and propose implementing a resident guest registration and services queuing system. Currently, residents visiting county offices experience random wait times, lack of transparency in queue status, and inconsistent service prioritization. These inefficiencies can lead to frustration, reduce staff productivity, and create bottlenecks in service delivery. Many residents, particularly those with disabilities or urgent needs, face challenges navigating our current walk-in service model. The TAN system will provide a modern, digital-first approach to managing resident service queues. This system will allow residents to: Take a number via self-service kiosks and receive estimated wait times and real-time notifications. They can Select their required service (e.g., Health, County Clerk, Veterans affairs, etc.) to ensure proper routing and check queue status, reducing unnecessary in-office congestion. This system will increase efficiency, improve customer satisfaction, and reduce administrative burdens on county staff. Benefits to the County & Residents are that it will
* Reduced Wait Times & Increase Efficiency - streamline service flow and allowing staff to serve residents faster. Among the benefits:
* Improved Resident Experience - Clear communication on wait times and service order reduces frustration
* Better Data & Reporting - Tracks queue trends, peak hours, and service performance for continuous improvement
* Enhanced Accessibility & Inclusion - Supports diverse community needs, including the elderly and disabled
* Scalability & Future Expansion - Will be integrated across multiple departments for unified county service management
We propose a phased implementation, beginning with a pilot program in the new administration building before a full county-wide rollout.
IMPACT ON HUMAN RESOURCES:
None
IMPACT ON BUDGET:
A budget adjustment is attached to purchase this system and for the yearly licensing fee. The total first year cost is $78,818.80, $43,386.40 being the acquisition and one time cost and $35,432.40 being the annual subscription cost. Account numbers to be used are: 1010-228.01-933.001 Annual Software Charge- $17,764.74 for FYE 2025 and $17,667.66 for FYE 2026, 1010-228.01-978.006 Hardware and installation- $36,388.40, and 1010-228.01-910.005-$6,998 Training Employees.
IMPACT ON FACILITIES:
Some accommodation will be required for the kiosks.
IMPACT ON TECHNOLOGY:
None
CONFORMITY TO COUNTY PRIORITIES:
This conforms to the priority of communicating available resources and services to our residents.
resolution
TO THE HONORABLE CHAIRPERSON AND MEMBERS OF THE GENESEE COUNTY BOARD OF COMMISSIONERS, GENESEE COUNTY, MICHIGAN
LADIES AND GENTLEMEN:
BE IT RESOLVED, by this Board of County Commissioners of Genesee County, Michigan, that the request by the Chief Information Officer to authorize an expenditure, in the form of a purchase order, to purchase the guest queueing system FrontDesk from SHI International Corp., at a cost not to exceed $78,818.80 to be paid from accounts 1010-228.01-933.001 Annual Software Charge - $17,764.74 for FYE 2025 and $17,667.66 for FYE 2026, 1010-228.01-978.006 for Hardware and Installation -$36,388.40, and 1010-228.01-910.005 Training Employees - $6,998.00, is approved (a copy of the memorandum request and supporting documents being on file with the official records of the March 19, 2025 meeting of the Finance Committee of this Board), and the Chief Financial Officer is directed to record the attached budget amendment.