The city of Leipzig intends to implement a new appointment management system (TMS). This is intended to enable citizens to electronically arrange appointments for all contacts with authorities that require a personal appearance at the city administration. In addition, it should also take into account public traffic in the various offices and enable citizens to access administrative services without an appointment (spontaneous visitors). For this purpose, so-called waiting tokens are issued, which can be used to control the flow of visitors in the respective administrative facility. The calling of customers and the transparent control of visitor traffic in the administration buildings should be done by electronic calling systems. With the help of the system, the booked appointments and the concerns of the spontaneous visitors should be brought together and controlled.

The following functionalities / components will be introduced as part of the TMS:

Online appointment allocation:

Component for integration into the website of the city of Leipzig

- Presentation of the administrative services of the city of Leipzig,

- detailed description of the services,

- Possibility for citizens to make an appointment in advance for the desired service,

- Perspective payment processing for chargeable services (prepayment).

Component for appointment management by the city of Leipzig

- Maintenance and management of the services and appointments offered,

- Booking appointments for citizens, companies and institutions,

- Planning and management of appointments to control the administrative processes.

Waiting tickets:

- Design and provision of waiting tickets in physical form (optionally also in electronic form),

- Provision of suitable hardware for the selection and generation of physical waiting tickets.

Call system:

- Comprehensive control of appointments for appointment and spontaneous customers,

- Calling citizens in the offices depending on the waiting area, room, counter or similar.

The subject of the tendered service is the delivery, installation and setup of the required software and hardware components. It is incumbent on the bidder to either use only its own components or those of a third party to provide the solution. If products or solutions from third-party providers are used, this must be specified in each case.

In the first step, it can be assumed that the solution will be used by around 750 employees within the Leipzig city administration. A possible increase in the number of users (scalability) must be guaranteed by the bidder at short notice (duration approx. One week). With regard to the expected access to the web component, reference is made to the catalog of requirements.

The solution and the associated components must meet the requirements of accessibility as they exist for the city of Leipzig.