A Community of Communities REQUEST FOR TENDER P HOSTED INTERNET BASED EVENT TICKETING SYSTEM CENTRE 200

Transcription

1 A Community of Communities REQUEST FOR TENDER P HOSTED INTERNET BASED EVENT TICKETING SYSTEM CENTRE 200 Closing: THURSDAY, FEBRUARY 19, 2015 at 2:00 pm local time Cape Breton Regional Municipality Procurement Section Suite 104, 1 st Floor 320 Esplanade Sydney, NS B1P 7B9

2 Cape Breton Regional Municipality PROCUREMENT SECTION, FINANCIAL SERVICES 320 ESPLANADE, SUITE 104 SYDNEY,NS B1P 7B9 PHONE: FAX: CHECK LIST PRIOR TO SUBMISSION PLEASE CHECK THAT YOU HAVE SUBMITTED A COPY OF THE FOLLOWING DOCUMENTS SCHEDULE A MUNICIPAL BY LAW COMPLIANCE CERTIFICATE TRIPLICATE (3) COPIES OF SUBMISSION IN A SEALED ENVELOPE PROPERLY LABELED WITH CORRECT NUMBER P RECEIVED ADDENDA NO. TO NO. INCLUSIVE WERE CAREFULLY EXAMINED DATED THIS DAY OF, COMPANY NAME: ADDRESS: CITY/ PROVINCE: POSTAL CODE: PHONE NO.: FAX NO.: ADDRESS: WEBSITE: CONTACT NAME(please print): TITLE (please print): PHONE NO.: THE FOLLOWING INFORMAITON MUST BE COMPLETED TO ENSURE ACCEPTANCE. FAILURE TO COMPLY WITH ABOVE MAY RESULT IN DISQUALIFICATION OF YOUR BID.

3 Cape Breton Regional Municipality PROCUREMENT SECTION, FINANCIAL SERVICES 320 ESPLANADE, SUITE 104 SYDNEY,NS B1P 7B9 PHONE: FAX: INSTRUCTIONS TO BIDDERS REQUEST FOR PROPOSAL #P HOSTED INTERNET BASED EVENT TICKETING SYSTEM CENTRE 200 Closing: Submit to the undersigned up to 2:00 P.M., THURSDAY, FEBRUARY 19, 2015, the bid must be returned in a sealed envelope in TRIPLICATE (3) COPIES and must clearly designate P to the Procurement Section, Financial Services Suite 104, 320 Esplanade, Sydney, N. S. B1P 7B9. NOTE: FAXED / ELECTRONIC submissions are NOT acceptable and will not be considered Questions & Clarifications: Any clarification required by a proponent must be requested in writing to the responsible Buyer indicated in the Solicitation. Such requests must be provided in due time before the closing date in order to allow proper consideration and a reply. The response to a request for clarifications submitted by any Proponent will be posted on the Nova Scotia Government Website as an Addendum. Withdrawal or Modification of Bid: Proponents may withdraw, replace or modify their bid up until the specified closing time, provided that this is done in writing. Any modification or replacement of a bid must be done in the same format as defined in the Solicitation. NOTE: FAXED / ELECTRONIC modifications are acceptable Addenda: All addenda must be acknowledged in bid submission; proponents must monitor the Nova Scotia Government Tenders Website for any addenda that may be issued. CBRM staff no longer maintains plan takers lists, and no longer have knowledge of who has downloaded opportunities. tenders.aspx Opening: Public opening will occur immediately following the time of closing in the first floor boardroom of the Civic Centre, 320 Esplanade, Sydney, N. S. The determining clock for authentication of date and time is the computer (network time), located in the Procurement Office, Suite 104. Tenders requiring bid deposit: If a tender requires a non refundable bid deposit only those companies who have complied with this request will be considered for acceptance. TENDER CONTENTS: (Section Applies to: Construction Contracts, Services & Sale of Municipal Property ONLY!) Bid Security: Each tender must be accompanied by a certified cheque payable to the Cape Breton Regional Municipality or a Bid Bond on CCDC Form 220 for ten (10) percent of the tendered sum. Any withdrawal of the successful tender shall constitute forfeiture of the bid deposit. Performance Security: A Performance Bond in the amount of fifty (50) percent contract price and Labour and Material Payment Bond in the amount of fifty (50) percent of the contract price will be required upon notification of award and before the signing date of the contract or issue of the Purchase Order. Alternate Securities Acceptable: As an alternate to the Security Deposit and the Consent of Surety requirements stated herein, Contractors may submit a ten (10) percent bid security certified cheque, and subsequently upon notification of award, an additional ten (10) percent contract security certified cheque, in lieu of contract stated bonding.

4 Cape Breton Regional Municipality PROCUREMENT SECTION, FINANCIAL SERVICES 320 ESPLANADE, SUITE 104 SYDNEY,NS B1P 7B9 PHONE: FAX: Accompanying Documents: All bids must include the following documents: Check List Completed in full /Signed /Dated(Including acknowledgement of addenda) The signed Schedule A Municipal By Law Compliance form attached to the tender documents. A letter of Good Standing/Clearance from the Workers Compensation Board of Nova Scotia Proof of current and valid Workplace Safety Certificate of Recognition(COR) from an authorized institution(east Coast Mobile Medical, HSE Integrated Limited, Nova Scotia Construction Safety Association (NSCSA), Nova Scotia Trucking Safety Association, Occupational Health and Educational; Services 2002 Inc, Safety Services Nova Scotia or equivalent) Completed/signed Appendix A Consultant, Contractor, Supplier Health & Safety Questionnaire. General liability insurance. Prior to Contract Award In accordance with section nine (9) of the CBRM Procurement Policy, the successful tenderer may be required to provide an approved Commercial Property Zoning Confirmation, issued by CBRM s Development Officer, prior to award of contract. Following completion of the tendered work, letters of clearance from both organizations, dated no earlier than the final day worked on the project, must be submitted with the final invoice for the project. This will form a condition of the tender in addition to any other conditions within the contract documents and specifications. POLICY: The Agreement on Internal Trade (AIT), Atlantic Procurement Agreement (APA) and The Cape Breton Regional Municipality Procurement Policy are the governing documents used for all tenders. Copies of these documents are available on the CBRM Website or from the Financial Services Department, Procurement Section, Suite 104, 320 Esplanade Sydney, N.S. or by phoning (902) Where identical goods and/or services are available, from a Cape Breton Regional Supplier, and a supplier from outside the regional area, the following shall apply: o Regional suppliers will be allowed a 5% pricing preference, over suppliers outside the region when the total bid price before taxes is less than $25,000 on Goods, $50,000 Services and $100,000 on Construction. o Regional suppliers qualify for the 5% price preference if they are a commercial taxpayer in the Cape Breton Regional Municipality. Successful bidder will be required to follow CBRM protocol as designated by Purchasing Department for delivery and invoicing. Payment: Any supplier having an account due to the Cape Breton Regional Municipality, which is in arrears, will have such arrears deducted from payments being made to the supplier. The Cape Breton Regional Municipality reserves the right to reject any or all tenders or to accept any tender or part thereof considered to be in its best interest. Leanne MacNeil Leanne MacNeil, Buyer Financial Services

5 Cape Breton Regional Municipality PROCUREMENT SECTION, FINANCIAL SERVICES 320 ESPLANADE, SUITE 104 SYDNEY,NS B1P 7B9 PHONE: FAX: SCHEDULE A MUNICIPAL BY LAW COMPLIANCE CERTIFICATE This document forms part of and is incorporated in to the Tender. Bidders convicted of violations of any Cape Breton Regional Municipal By Laws or found in contravention of the Dangerous and Unsightly Provision of the Municipal Government Act, S.N.S. 1998, c. 18 shall be precluded from bidding on the tender. Successful bidders who subsequently are found guilty of violation of any Cape Breton Regional Municipal By Laws or are found to have contravened the Dangerous and Unsightly Provision of the Municipal Government Act S.N.S. 1998, c. 18 shall have the tenders revoked and shall be precluded from bidding on subsequent tenders for a period of thirty six months. (hereinafter referred to as The Bidder ) does hereby certify that the Bidder has not been found guilty of violation of any Cape Breton Regional Municipal By Laws and has not been found to have contravened the Dangerous and Unsightly Provision of the Municipal Government Act S.N.S. 1998, c. 18 and furthermore hereby agrees to comply with all Cape Breton Regional Municipal By Laws and the Dangerous and Unsightly provision of the Municipal Government Act, S.N.S. 1998, c. 18. The Bidder understands and agrees that any finding of guilt or contravention of any Cape Breton Regional Municipal By Laws and provisions will result in the Tender being revoked and the Bidder being precluded from bidding on any subsequent Tender for a period of thirty six months. Witness Bidder CBRM INTERNAL USE ONLY Approved by: Title: Date:

6 Table of Contents 1. Introduction: Proposed Project Timeline Vendor Instructions Vendor Evaluation Process Overview Vendor Evaluation Criteria RFP Instructions Enquiry Contacts Contract Negotiations Confidentiality Background Venue Background Requirements Ticketing Marketing Distribution Access Control System Training/Support Hardware Qualifications and References Primary Contact Information Company Background Client References Costs Professional Services Costs Hardware/Software costs Support and Maintenance Costs Other Applicable Costs Ticketing Transaction Fees Evaluation Criteria Mandatory Criteria Desirable Criteria Appendix A Cost of Proposal... 16

7 1. Introduction: The Cape Breton Regional Municipality (CBRM) is the second largest municipality in the Province of Nova Scotia, Canada with a population of approximately 97,398 (2011 Census). The CBRM maintains a number of multipurpose facilities that provide convention and entertainment venues. The CBRM s premier multipurpose facility is Centre 200. This Request for Proposal is intended to receive responses from firms interested in supplying a Hosted Internet based event ticketing system for Centre 200 and potentially other CBRM facilities. Centre 200 is a 6500 seat Arena/Convention Center located in Sydney, Nova Scotia. The system must be capable of running multiple sales channels including box office, retail outlets, telephone centre, and Internet sales simultaneously. The CBRM is prepared to make a three (3) year commitment with a two (2) year option to the successful proponent. A proposal evaluation committee will select the solution which best meets the needs of the CBRM Proposed Project Timeline A preliminary proposed timeline is as follows. Please note that dates are subject to change at any time. Vendors will be notified as appropriate. January 20, 2015 RFP Distributed February 10, 2015 All questions must be submitted February 19, 2015 Closing Date It is expected that the vendor will be selected by April 1, 2015 with go live on June 1, Vendor presentations will be by appointment only, and will be granted based on the strength of the vendor s response to this request. In addition, the CBRM may request the opportunity to see the vendor s offices, conduct a site visit to examine a vendor s solution in an existing venue, and independently ask questions of the staff at such venue. 2. Vendor Instructions 2.1. Vendor Evaluation Process Overview The CBRM requires ticketing technology to meet its operational and business objectives for Centre 200 and other venues. This Request for Proposal will allow the CBRM to evaluate potential software and hosting providers. January 2015 Page# - 7

8 2.2. Vendor Evaluation Criteria A vendor will be chosen by the CBRM based on the vendor s ability to respond appropriately to the questions in this RFP, the vendor s ability to demonstrate the suitability of product functionality, and the vendor s ability to meet the CBRM s financial, operational, customer and customer service expectations. RFP Responses will be evaluated based on: Quality, reliability, and overall functionality of the vendor s product Cost effectiveness of the solution The ability to demonstrate and generate several revenue streams via the vendors flexible business model The vendor s ability to supplement the personalized branded marketing and sponsorship needs of the CBRM The vendor s ability to meet the implementation date required, and facilitate a smooth transition to their system The vendor s ability to provide the necessary support for implementation, ongoing maintenance and upgrades Overall business and financial viability of the vendor The vendor s experience in providing integrated ticketing and marketing solutions for buildings similar in nature to the CBRM The vendor s creativity in impressing the overall value and venue controlled approach in all areas of their business model and solution - establishing a long term partnership Additional company resources and overall industry resources and consultation the vendor can provide Clarity and completeness of the vendor s response to the RFP During the evaluation process, an analysis will be performed to assess the response given for each requirement. In situations where the vendor s base product does not completely meet the requirement, it is critical that the vendor provide alternate methods and customization estimates where appropriate. Furthermore, methods that require a partnership between the vendor and a third party should be described. If the requirement will be satisfied in a future software release, the vendor should provide the target release date. The CBRM retains the right to reject or accept any proposals RFP Instructions Six (6) copies of the RFP must be submitted along with Six (6) copies of the Price Bidding Sheets from Appendix A. The RFPs and Price Bidding Sheets must be submitted in separate envelopes and Response to Proposal and Price Bidding Sheet clearly marked on each envelope respectively. All responses must be submitted in writing, to the Cape Breton Regional Municipality, Procurement Section, Finance Department, 320 Esplanade, January 2015 Page# - 8

9 Sydney, Nova Scotia B1P 7B9, no later than 2:00pm local time February 19th, Fax or submissions will not be accepted Enquiry Contacts Submission Inquiries must be directed to: Leanne MacNeil Buyer Phone , Fax or All enquiries are to be directed to the person(s), or his/her designate(s) named above. Information obtained from any other source is not official and may be inaccurate. Enquiries and responses may be recorded and may be distributed to all proponents at the CBRM s option. All enquiries must be submitted in writing/ Contract Negotiations The preparation and submission of vendor response shall be made without obligation by the CBRM to pay any development costs, to acquire any items included in the response, or to discuss the reason why the vendor is/is not recommended. The vendor will be required to agree to the inclusion of warranties in offers of commitments made in the response or in subsequent information supplied. The CBRM expects that each statement of fact and of future performance will be incorporated within the contract as a warranty. Therefore, any statement of fact or of future performance not intended to be a warranty should be clearly identified. The vendor s response to the RFP will be included as an addendum to the final contract. The vendor should include a draft contract as a section of its response. However, the CBRM will not be bound to accept any provision in any draft contract submitted by the vendor Confidentiality Information disclosed to vendors and vendor employees by the CBRM will be considered confidential and proprietary when it pertains to the CBRM past, present and future ticketing activities and/or is not readily available to the public. January 2015 Page# - 9

10 3. Background 3.1. Venue Background Centre 200 is a 6500 seat arena/convention facility. It consist of a lower bowl, upper bowl, premier club seating and Private Sky Boxes. It is home to a QMJHL hockey franchise which has annual ticket sales of approx. 100,000. The Arena seats 5000 for hockey. There are 1500 season seat holders and there is currently a 34 game regular schedule. Centre 200 has a range of venue configurations. The average annual total number of seats sold for various other events throughout the year (Concerts, Show etc.) is 20,000. Seating for these events can range from 500 to 6500 and have numerous tiers of pricing. This gives an approximate total of 120,000. Currently we have two box office locations located within our facility, using a total of four work stations. We also have one remote sales location which may or may not continue. Tickets are printed in house and have a tear off stub. Tickets are scanned at the door for events. 4. Requirements 4.1. Ticketing Detail both single and season ticket processes, including, but not limited to selling of tickets, handling of payments, renewal procedures, exchanges (single & season), refunds, purchaser accounts, methods to track complimentary tickets, event setup & modification (including seating manifests, ticket types, ticket layout, etc.), group sales, season tickets/renewals/rollovers, e-ticket solutions, etc. In addition, describe reporting in detail, including daily summary reports and how reporting works for secondary box offices/promoters/other. Describe printing/reprinting/batch printing, holds/held seats, payments of quick sales & on accounts, methods of ticket delivery, variable price options, etc. Detail both single and season ticket processes, including, but not limited to online renewal procedures for season tickets, online account access, online ticket exchange program(s), prepaying concessions &/or parking, purchasing group tickets online, printing of invoices, etc. January 2015 Page# - 10

11 4.2. Marketing Describe how the ticketing solution would be able to assist with marketing events at Centre 200, including but not limited to, database marketing, blasts, direct mail, POP, internet, and other venues. Elaborate on the integrated data base marketing product that you will provide and the details and benefits your solution. Describe in detail the ability of the ticketing system to allow the CBRM to select the ticketing brand of our choice for ALL communications with customers at ALL points of sale; including ticket transaction, information inquiry or any form of customer communication or advertising. Describe the ability for the CBRM to exclusively own all customer data, the ability to market and have exclusive rights to any and all customer communications - Including the ticket vendor not sharing any of our customer data or information with third party relationships. Describe your ability to integrate a Customer Relationship Manager (CRM) solution with your ticketing and marketing platform. Include examples of existing client platforms and solutions Distribution Detail distribution channels: primary box office, secondary box offices, internet, outlets, and other methods of distribution you employ. Also, discuss client support provided by vendor for all channels listed. As part of your response, specifically include your ability to provide the CBRM with the following: Vendor Provided Ticket Fulfillment o Custom stock o Custom envelopes o Venue specific promotional inserts included with tickets o Fulfillment of non-ticket items, i.e. merchandise, gifts, etc o Venue determined brand/advertising of print at home delivery Internet o Venue (determined) branded site o Control of all customer touch points o Up/sell cross sell capability o Shopping cart environment allowing for multiple event tickets and product within one order o Web design support 4.4. Access Control System Provide a description of your Access Control System, which includes the methodology of how the barcodes are generated when tickets are sold (voided, January 2015 Page# - 11

12 re-issued, transferred, etc.). Explain how tickets are scanned and authenticated against a database. Identify third party vendors and software providers whose solutions or hardware are integrated into your Access Control Solution. Explain who supports the Access Control system and the recommended policies in the event the system fails during an event admission cycle Training/Support Describe in detail the training provided and the availability of twenty-four (24) hour off-site user support as questions or problems arise. Provide a detailed cost analysis of available training and associated costs. The availability of ongoing training should also be addressed. As part of your response, specifically include your ability to provide the CBRM with the following: Dedicated staff for initial training Additional support added after go live for redundancy purposes Initial training at vendor location Emergency escalation process Vendor provided user meetings On-going webinars for additional training 4.6. Hardware The CBRM is not interested in hosting the solution and is only interested on a solution that does not require the CBRM to purchase and manage servers. Describe how your system is architected. Describe how you will protect the CBRM from system failures. Explain all requirements including routers, communication equipment, printers, access control scanners, etc. Explain the process if promoters or management require remote access for reporting purposes. 5. Qualifications and References 5.1. Primary Contact Information Provide the following information for the vendor s primary contact with the CBRM. This person should be prepared to answer or direct all inquiries that the CBRM may have for the vendor. Required Information is: name, title, region (if applicable), mailing address, telephone, fax, and address Company Background Please provide information on your company history, organizational structure, and product strategy. Additional specific information includes: company name, January 2015 Page# - 12

13 headquarters (address), branch offices (city), main lines of business, length of time in business, financial information, and organizational structure. 5.3 Client References Provide at least 2 references. These must be existing clients whose requirements were most similar to the CBRM s current need. Information required includes: company name, industry, number of users, number of tickets sold in facility, hardware/software elements in use, number of years in use, business contact name, business contact title/role, business contact phone number, business contact address, business contact address. Include Per diem for extra work beyond this implementation. 6. Costs The costs associated with the Request for proposal will be submitted in a separate document and will contain the Pricing Quotation Form found in Appendix A. Please feel free to elaborate on the costs and charges in a commentary attached to the Pricing Quotation Form Professional Services Costs Please provide the cost of professional services required for implementation of services including process design, product configuration, and product customization. This must include initial setup of venues. Include Per diem fees for work beyond this project Hardware/Software costs For hardware/software purchases, assume that the CBRM does not have any of the required equipment. Please provide pricing on all hardware and software required to implement your solution. Exclude the pricing of personal computers and the facilities internal networking costs. The hardware should include special ticket printers, access control scanners, cables, etc. necessary for the box office or ticket takers Support and Maintenance Costs Please provide all support and maintenance costs associated with maintaining the solution over the next three (3) years. Please include any costs associated with network connectivity, hosting, and similar types of costs. Be sure to include which services are included in the costs. January 2015 Page# - 13

14 6.4. Other Applicable Costs Please estimate any other costs associated with your solution that do not fall into any of the categories provided above, for example labor costs, ticket stock printing, licensing fees, etc. Be sure to explain the reasons for these additional costs Ticketing Transaction Fees Please provide the transaction fees charged to the CBRM for the various types of transactions including but not limited to season tickets, purchased via the Internet, purchased through the box office, etc. You must include all transaction types being charged. 7. Evaluation Criteria The following criteria form the basis upon which evaluation of the proposals will be made Mandatory Criteria Proposals not meeting the following mandatory criteria, or not clearly demonstrating that these are met in a substantially unaltered form will receive no further consideration during the evaluation process. All proposals must be submitted in Canadian dollars (CDN) exclusive of all taxes The proponent must be able to demonstrate experience with the requirements The proponent must have at least 2 installations similar in nature to that of the CBRM January 2015 Page# - 14

15 7.2. Desirable Criteria The following criteria will be evaluated for all proposals that satisfy the mandatory criteria. Please use this table in your proposal and insert references to the appropriate pages or sections of your proposal that deal with the factor under evaluation. Factor Weight (Points) Proposal Reference Page/Section Description of Deliverables Methodology 10 Assessment of Vendor s Technology Solution Vendor s Experience implementing similar solutions Vendor s References 10 Cost Of Proposal 30 Total 100 January 2015 Page# - 15

16 Appendix A Cost of Proposal Pricing Bid Sheet Please include the costs in Canadian Dollars excluding all taxes. This form must be completed and included in a separate envelope from the Response to the Proposal. One-time Costs Price Software (all software necessary) Setup of System (including all travel/ Accommodations) Training (including all travel/ accommodations) Other Please Specify Total One-Time Cost Hardware Costs Ticket Printer (6 required) Access Control Scanners (16 required) /unit /unit Cables Other Please Specify Total Hardware Cost Ongoing Costs Yearly software licensing costs for the next 3 years (include all hosting costs) Yearly support costs for the next 3 years Other - Please Specify Total Ongoing Yearly Costs /Year /Year /Year Consumable Pricing Ticket Stock (specify number of tickets printed on stock) Ink for printers Other Consumables Please Specify January 2015 Page# - 16

17 Ticket Transaction fees (assume 120,000 tickets per year, approximately 70,000 are season tickets) Purchased via Box Office Cost per ticket Purchased via Internet Season Tickets Other Please Specify Per Diem Fees: January 2015 Page# - 17