Request for Proposal. Event Ticketing Service for The Burlington Performing Arts Centre. Date Issued: January 15, 2014

Transcription

1 Request for Proposal Event Ticketing Service for The Burlington Performing Arts Centre Date Issued: January 15, 2014 Deadline for Submission: February 8, 2014 Deliver to: Brian McCurdy, Executive Director The Burlington Performing Arts Centre 440 Locust St, Burlington, ON L7S 1T7

2 TABLE OF CONTENTS Event Ticketing Service CONTACTS... 4 NOTICE OF NO BID... 5 Closing Date: February 21, Proposal Submission... 6 Declaration of Conflict Of Interest... 7 Litigation Clause... 7 Eligibility... 7 Electronic Documents Supplied By the The Burlington Performing Arts Centre Of Burlington... 7 Submission Copies... 7 Accessibility for Ontarians with Disabilities Act (AODA) Requirements:... 8 Travel and Disbursement Expenses... 8 PROPOSAL AUTHORIZATION FORM (MANDATORY TO COMPLETE PAGES 10 THRU 30)... 9 Mandatory Requirements Software Licensing and Information Security Capabilities Security Questionnaire Reference Qualification Statement Leadership, Communications, and Time Factors Sub-Contractors/Third Party Vendors, If Any Financial Offer Envelope # TERMS OF REFERENCE SECTION 1 INTRODUCTION Requirement Background/Business Requirement and Security Compliance SECTION 2 INFORMATION FOR PROPONENTS Project Authority Inspection/Acceptance Contract Term Basis of Award Definitions SECTION 3 SCOPE OF WORK Ticketing Maintenance Technical Internet Customer Support and Training Reporting Product Development Marketing Accounting SECTION 4 SPECIAL PROVISIONS Financial Viability Insurance and Indemnification Assignment Security and Protection of the Work Ownership of Data Right to Negotiate Page 2 of 55

3 4.9 Non-Disclosure Agreement SECTION 5 SCHEDULE SECTION 6 SUBMISSION INSTRUCTIONS AND MANDATORY PROPOSAL REQUIREMENTS Copies of Proposal Address and Identification of Submission Envelope #1 - Technical Proposal (no pricing information) Envelope #2 Financial Proposal (only pricing information) SECTION 7 EVALUATION & AWARD SECTION 8 COPYRIGHT SECTION 9 - ADDENDA SECTION 10 THE BURLINGTON PERFORMING ARTS CENTRE OF BURLINGTON STANDARD TERMS AND CONDITIONS Page 3 of 55

4 CONTACTS Any questions regarding this proposal are to be submitted in writing via by the deadline indicated on page 39 only to the following: Single Point of Contact Name: Brian McCurdy Title: Executive Director Org.: The Burlington Performing Arts Centre We cannot guarantee a response to any questions received after the deadline. The The Burlington Performing Arts Centre reserves the right to extend the closing deadline if required. Written answers or clarifications to issues of substance shall be shared with all Proponents and will be issued as part of the Proposal Documents in the form of an Addendum. Replies in any other manner will not be legally binding. All Addenda should be acknowledged on the Proposal Authorization Form. No verbal communications shall modify the terms, conditions, or specifications, unless they are confirmed in writing to all potential proponents by the The Burlington Performing Arts Centre in the form of an addendum. Should a Proponent find omissions from or discrepancies in any of the RFP documents, unnecessary restrictions in the specifications, or should he/she be in doubt as to the meaning of any part of this document, he/she should notify the contact named above in writing prior to submitting a proposal. An addendum will be issued if it is determined that a correction, explanation or interpretation is necessary or desirable. Addenda will be posted on The Burlington Performing Arts Centre web site Website: If Proponents fail to report any discrepancies, errors or omissions to the Buyer as specified, Proponents will be deemed to have accepted all such specifications as being accurate, and the The Burlington Performing Arts Centre will not approve any alternatives or extra charges subsequent to acceptance of the Proposal. Therefore, Proponents are encouraged to review the document in full before the deadline for questions indicated on page 41. Page 4 of 55

5 If unable to submit a proposal, this No Bid Form can be signed and returned with an explanation. FAX NOTICE OF NO BID The Burlington Performing Arts Centre is requesting a response from all Proponents who are not submitting a bid. Check the appropriate statement(s) indicating the reason for not bidding, or explain briefly in the space provided. We do not offer this product/service We are a subcontractor to the general Bidder/Proponent Insufficient time to respond Unable to bid competitively Our schedule would not allow us to perform We are unable to meet bonding requirements We are unable to meet insurance requirements Quantity/work too large Quantity/work too small Cannot meet delivery/completion requirements Our firm would have a real or potential conflict of interest Other reasons/additional comments Company Name Date address Print Name Authorized Signature Phone/Fax Page 5 of 55

6 THE BURLINGTON PERFORMING ARTS CENTRE REQUEST FOR PROPOSAL RFP The Burlington Performing Arts Centre is soliciting proposals from responsible proponents for the provision of a Web Hosted Event Ticketing Service. DATE ISSUED January 15, 2014 REQUEST FOR PROPOSAL THIS IS NOT AN ORDER Responses must be delivered by 2:00 P.M. (local time) on the Closing Date: February 8, 2014 Deliver via courier or in person to the following address: The Burlington Performing Arts Centre 440 Locust St, Burlington, ON L7S 1T7 * Not intended as a mailing address. It is the sole responsibility of each Proponent to ensure that its Bid is delivered to the correct address no later than the closing date and time. Purchasing Services Contact Brian McCurdy Telephone (905) ext 6305 brian.mccurdy@burlington.ca Prices and sources will be treated as confidential information and will not be disclosed. At the conclusion of the award process only the name of the Successful Proponent will be disclosed. Proposal Submission Sealed Proposals, in a clearly marked envelope and/or outer packaging, which includes the prescribed form(s) as instructed are to be delivered to The Burlington Performing Arts Centre, 440 Locust St, Burlington, Ontario, no later than 2:00 p.m. Local Time on the closing date. The Proposal, must be submitted by the Proponent and time stamped by The Burlington Performing Arts Centre at the Designated Location no later than 2:00 p.m. local time, on the specified closing date (the Closing Time). Late Proposals will not be accepted; however they will be time and date stamped and returned to the Proponent unopened. Proposals received after the deadline, whether delivered personally, mailed, or delivered by courier service will be time stamped by The Burlington Performing Arts Centre and shall result in the Proposal being rejected, regardless of postal markings. The Proposal will not be opened and returned to the Proponent. Fax or electronic ( ) submissions will not be accepted. Page 6 of 55

7 Declaration of Conflict Of Interest Event Ticketing Service All vendors retained by The Burlington Performing Arts Centre shall disclose to The Burlington Performing Arts Centre prior to submitting a bid and/or accepting an assignment any actual or potential conflict of interest. If The Burlington Performing Arts Centre Executive Director determines such a conflict of interest does exist, The Burlington Performing Arts Centre may, at its discretion, withhold the assignment from the vendor until the matter is resolved. If a significant conflict of interest is deemed to exist, then the vendor shall be ineligible for the contract or shall take such steps that are deemed necessary to remove the conflict of interest without penalty to The Burlington Performing Arts Centre. Litigation Clause Active or pending litigation against The Burlington Performing Arts Centre by a vendor will prevent consideration of any bid submitted by that vendor. Eligibility Only those firms who have received the respective bid document (RFP), and are on the corresponding The Burlington Performing Arts Centre list of document purchasers are eligible to submit a proposal. Electronic Documents Supplied By The Burlington Performing Arts Centre N.B. - All of, or a part of, this bid request document may be available in an electronic format. In these cases, please note very carefully that no alteration to the document's supplied text should be made. Amendments to our supplied information, i.e. the pre-printed text, that alter the scope of work or terms of reference will result in your bid submission being non-compliant and disqualified. Submission Copies Unless otherwise noted in the following instructions, please supply SIX (6) copies of your submission, i.e. at least ONE (1) unbound copy with original signature, plus FIVE (5) additional copies. Your submission must be open to acceptance for 120 calendar days from the Closing Date of this RFP. The attached Standard Terms and Conditions will form a part of any subsequent contract or purchase order. Any party who submits a proposal is advised that further negotiations may take place with one or more of the parties. Any party recommended for the project may be required to enter into a written contract with The Burlington Performing Arts Centre. If unable to submit a bid it would be appreciated if you would return the Notice of No Bid form with an explanation. Page 7 of 55

8 . The Burlington Performing Arts Centre reserves the right to: a) Terminate the process described in this Request for Proposal at any time, including before the closing date, for any reason whatsoever and will not be responsible for any costs incurred by vendors in the preparation and submission of their responses to this Request for Proposal. b) Not to accept any proposal and is expressly permitted to reject any or all proposals. c) To terminate negotiations with an RFP proponent at any time. N.B. The RFP process is designed to allow The Burlington Performing Arts Centre the option to select one or more proponents with whom it may attempt to negotiate an arrangement responsive to The Burlington Performing Arts Centre s needs. Selection of a proponent with whom The Burlington Performing Arts Centre may negotiate does not guarantee that The Burlington Performing Arts Centre will conclude an arrangement with the proponent. The Burlington Performing Arts Centre expressly reserves the right to terminate the RFP process before a proponent is selected, to terminate negotiations with the selected proponent(s) or to determine that The Burlington Performing Arts Centre s needs can be met, or have been met, in a different manner. Accessibility for Ontarians with Disabilities Act (AODA) Requirements: "Pursuant to Section 6 of Ontario Regulation 429/07 ( Regulation ), Accessibility Standards for Customer Service made under the Accessibility for Ontarians with Disabilities Act, 2005, the contractor, i.e. successful bidder/proponent, shall ensure that all of its employees, agents, volunteers, or others for whom it is at law responsible, receive training about the provision of the goods and services contemplated herein to persons with disabilities. Such training shall be provided in accordance with Section 6 of the Regulation and shall include, without limitation, a review of the purposes of the Act and the requirements of the Regulation, as well as instruction regarding all matters set out in Section 6 of the Regulation. This training will take approximately twenty minutes and is available on-line at The successful proponent where requested by The Burlington Performing Arts Centre shall provide written proof that all employees, agents, volunteers, or others for whom it is at law responsible have been trained as required under the act as well as any documentation regarding training policies, practices and procedures. Travel and Disbursement Expenses Costs related to travel, meals, long distance telephone calls, courier services, printing, photocopying, postage, out of pocket expenses, etc. are to be included in the pricing quoted herein. Page 8 of 55

9 ENVELOPE #1 PROPOSAL AUTHORIZATION FORM (MANDATORY TO COMPLETE PAGES 10 THRU 30) VENDOR SHALL COMPLETE THE FOLLOWING INFORMATION AND INCLUDE WITH PROPOSAL SUBMISSION Your completion of this form conveys acceptance of The Burlington Performing Arts Centre s Standard Terms and Conditions. Failure to sign this form will result in your proposal being disqualified Date: Corporate Name: Signature Of Authorized Officer: Print Authorized Officer s Name: Address: The Burlington Performing Arts Centre/Town, Province, Postal Code: Telephone No.: Fax No.: Contact Person /Account Rep: Address: Best Delivery (If Applicable) Payment Terms (E.G. 2%-10 Days-Net 30) Warranty (If Applicable) X (must be signed by duly authorized signatory) By submitting a proposal, I/we acknowledge as follows: Acknowledgement of Addendum (If any) Receipt of Addendum Number(s) to is hereby acknowledged. Page 9 of 55

10 Mandatory Requirements The following pages must be completed and included in Envelope #1. Succinct but clear explanations should (R) be included with each proposal validating the Proponent s assertions of having met or exceeded the stated requirements. Part 1: General Requirements 1. References 1.1 Using the form provided, the Proponent must (M) demonstrate, citing three (3) customer references, where its proposed SERVICE has been implemented and is currently providing Ticketing Service. The references must (M) indicate whether the Proponent is directly providing technical support, updating and maintenance for the Service with these customers, or has arranged it through a third party provider. 1.2 Two (2) references must (M) be Canadian customers and one (1) reference must be an Ontario customer. 1.3 The validity of the customer references and the degree to which these are deemed to be similar to the requirements of The Burlington Performing Arts Centre will be subject to point rating per the evaluation criteria listed on page 42.. Confirmation of Compliance ( = Yes) 2. Corporate Capability 2.1 The proponent must (M) agree that the bidding entity is represented by a Prime Contractor or is a single entity company. 2.2 The proponent must (M) confirm that the Prime Contractor is either the Software Publisher for the proposed SERVICE and/or an experienced integrator of that System, authorized by the Software Publisher. 2.3 The proponent must (M) agree that the Prime Contractor will be responsible for the completion of all of the Work. 2.4 The proponent must (M) identify the proposed SERVICE hosting site s location, providing its current Internet site coordinates. 2.5 The proponent must (M) provide a short description of the roles and responsibilities of the proponent's proposed key personnel, including a designated Project Manager or single point of contact, whom will be responsible Page 10 of 55

11 for establishing and arranging for the ongoing provision of the proposed SERVICE to The Centre. 2.6 The proponent must (M) agree if designated as the selected proponent and at The Centre s discretion, to a site visit by the Centre s staff to that proponent s host site location, whereby The Centre may determine, at its sole discretion, whether the site sufficiently addresses the requirements of this RFP. Confirmation of Compliance ( = Yes) 3. The Service Software Item Software Licensing and Information Confirmation of Compliance ( = Yes) 3.1 The Proponent must (M) include with its proposal (if applicable) any SERVICE software product license agreement(s) to which The Centre may be required to be a signatory to, as part of the Contract. 3.2 The Proponent must (M) state in its proposal what products and/or services are included as part of the license agreement pertaining to its proposed enabling SERVICE Software. 3.3 The Proponent must (M) identify what, if any, restrictive elements exist pertaining to limitations of The Centre s use of the enabling SERVICE Software offered to The Centre as a part of the proposed Service. Page 11 of 55

12 3.4 The Proponent must (M) provide the following information for the proposed SERVICE Software. (If the software has more than one module with different information, this information is required for each module.) a. What are the software package and/or module name(s)? b. What is the current mass release/version number? c. What was the date the product was written, the date it was released for sale? d. What number of customers are currently running this release? e. Is the proprietary ownership Licensor the Proponent or a third party reseller/integrator? f. What was the date of the last product upgrade? g. What is the anticipated release date of the next upgrade? h. What, if any, other proprietary software is required to access the proposed SERVICE software at The Centre s access point or at the Proponent s hosting facility? 3.5 The Proponent must (M) provide the versions and types of any browser software required to operate the Service. 3.6 The Proponent must (M) certify that all desktop computer modules required for the Centre are certified on Microsoft Windows XP and Windows 7 and that all software services are supported in these environments. 3.7 The Proponent must (M) identify support for SmartPhones and other mobile devices 4. Security Capabilities Item Security Capabilities Confirmation of Compliance ( = Yes) 4.1 The Proponent must (M) include with its proposal documentation supporting proof of PCI-DSS and PA- DSS compliance 4.2 The Proponent must (M) state in its proposal what version of PCI-DSS and PA-DSS are used in the proposed enabling SERVICE. Page 12 of 55

13 4.3 The Proponent must (M) state that it will maintain PCI-DSS and PA-DSS compliance throughout the lifetime of any contract and any contract extensions awarded to provide the SERVICE Software offered to The Centre as a part of the proposed Service. 4.4 The Proponent must (M) provide answers to the included Security Questionnaire. A security assessment will be performed based on the answers to these questions, and this security assessment will be included as part of the review process. 5. Training Materials Required Item Training / Documentation: Confirmation of Compliance ( = Yes) 5.1 The Proponent will agree to provide The Centre all relevant set-up documentation for the proposed SERVICE and its Software as these are deemed to be relevant by the Project Authority, in paper and/or electronic formats. 5.2 The Proponent will agree to provide all relevant training materials for the proposed SERVICE as required by The Centre. 5.3 The Proponent will agree to provide to The Centre the license to copy all training and training materials provided to The Centre for the proposed SERVICE, for its (The Centre s) internal use only. 6. Software License Agreement 6.1 The Proponent understands and agrees that it will, should it be the successful proponent, provide written licensing to allow The Centre complete use of all software required for proper operation of the system for its own purposes. 6.2 The Proponent understands and agrees that it will, should it be the successful proponent, grant such license on the basis of its ownership of the software which is created by it or its right to grant a license to use the software or any part which it licenses or sub-licenses from a licensor. Confirmation of Compliance ( = Yes) Page 13 of 55

14 Part 2: THE SERVICE - General Mandatory Technical Support Requirements Proponents must (M) confirm compliance with a checkmark or leave a space blank to denote a negative response. Proponents should refer to Section 3 Scope of Work and explain in their proposal how the Service currently satisfies, is projected to satisfy, or is incapable of satisfying all of the current or projected needs listed, and show compliance in the following charts. 1. The Proponent or the Proponent s proposed Service must (M) Item Proponent Service 1.1 Offer an Event Ticketing Service that will be available on a 24/7 basis with demonstrated fail-safe mechanisms. 1.2 be able to provide immediate Technical Support of the proposed SERVICE during The Centre s regular business hours 8am-6pm (EST) Monday to Sunday as well as a maximum of a 4 hour response to any Centre inquiries after regular business hours, during the evening and during statutory holidays. 1.3 have the capacity to provide technical support (receive electronic or telephone inquiries) for up to 20 concurrent clients from The Centre. 1.4 have an available back-up system for the SERVICE database and a disaster recovery plan to ensure continuity of the Service to The Centre. 1.5 have the capability to provide training to The Centre s designated Master Administrator(s) using the system (train-the-trainer approach). 1.6 be responsible for the data conversion/transfer of all relevant data (including history if required) from the current databases Application into the selected SERVICE software application. Confirmation of Compliance ( = Yes) Page 14 of 55

15 2. Mandatory Technical Support Problem Resolution The Centre will designate a single Master Administrator or one or more designates of the Master Administrator whom will be responsible for documenting any problems, failures or poor performance with the Service and reporting same to the Contractor. As the Contractor, the successful proponent will be required to provide to the Master Administrator (or designate) responses and corrective actions as noted hereunder. Item 2.1 The Proponent will be required to provide Technical Support for its Service such that all problems (meaning failures or examples of poor performance) with the Service, as reported by The Centre s Master Administrator (or designate), will be logged for tracking purposes. The Proponent must (M) include (with its proposal) its standard problem identification and correction/resolution framework for Technical Support. This framework must (M) address a) a 1 st Level of guaranteed problem identification and correction/resolution and b) a prescribed process to escalate a reported problem with the Service to 2 nd level for guaranteed correction/resolution. Confirmation of Compliance ( = Yes) This framework must (M) ensure that the Contractor will promptly rectify all reported and logged problems with the Service. The extent and thoroughness of the proposed problem resolution and guaranteed correction framework and its inherent procedures will be subject to point rating as noted in the evaluation criteria. 2.2 The Proponent or the Proponent s proposed Service will provide The Centre s Master Administrator the following response times (24/7) for performance related issues of the Service or requests for Technical Support, or questions: Critical ie System is down 30 minutes Important ie System is running slow 1 hours Question ie how do I do something with the system 2 hours Page 15 of 55

16 3. Software: The proposed SERVICE s enabling Software must (M) Item Feature 3.1 be a currently installed product and version of such a product where the software is already providing an Event Ticketing Service to existing customers with similar requirements as The Centre s. 3.2 Work in an on-line kiosk, mobile technologies and stand alone box-office environment 3.3 be able to run 24 hours a day, 7 days a week. 3.4 be Canadian legislation oriented. 3.5 have multiple concurrent user capability. 3.6 have different access levels: for master administrators for supervisors for user level access. (view/print only) Confirmation of Compliance ( = Yes) 4. THE SERVICE Software s Security Requirements The Proponent s proposed Service must (M) be capable of ensuring secure communications between any Centre computer and the Proponent's SERVICE site, and between any potential patron's computer and the Proponent s SERVICE site. Item Feature 4.1 The Proponent must (M) include with its proposal specifications the methods being used to make this secure link. Confirmation of Compliance ( = Yes) 5. Mandatory SERVICE Operational Requirements The Proponent s proposed Service must (M): Item Feature 5.1 provide the necessary operations to handle the HST charges 5.2 validate a Credit Card being used before completing transaction. 5.2a ability to distinguish between a manually entered credit card transaction and those that are swiped Confirmation of Compliance ( = Yes) Page 16 of 55

17 Item Feature 5.3 validate a Debit Card being used before completing transaction. 5.3a ability to distinguish between a manually entered debit card transaction and those that are swiped 5.4 be able to provide the history of a patron. 5.5 be a secure and confidential system. 5.6 have multi-venue capability. 5.7 have an emergency backup business continuity if the regular Service fails for any reason (both prior and on the day of an event) 5.8 Have the ability to integrate a Subscription Series Confirmation of Compliance ( = Yes) Part 3: Preferred SERVICE Technical Requirements 1 Overall Capability The proposed SERVICE should (R): Item Feature 1.1 have the capability to generate Gift Certificates and that the Gift Certificates have print at home capabilities 1.2 have the capability to allow patrons to check status of tickets. 1.3 have the capability for multi-payment options per transaction 1.4 have the capability, demonstrable with an existing customer, to integrate into SAP Financial 1.5 have the capability to use barcode readers 1.6 have the capability to allow patrons to receive confirmation by and allow by patrons to friends. 1.7 allow the use of The Centre s logo on tickets and provide Branding opportunities that may bring additional revenue 1.8 have the capability to allow for User defined fields 1.9 have the ability to support internet Hot Links 1.10 have the ability to show House percentages on demand Confirmation of Compliance ( = Yes) Page 17 of 55

18 Item Feature 1.11 have the ability to accommodate donation subscribers 1.12 have the ability to administer service charges/additional fees 1.13 have the capability to provide accessibility features such as large font web pages, audio etc. Confirmation of Compliance ( = Yes) 2. Advanced Software Report Generation Capability The proposed SERVICE s enabling software should (R) Item Feature 2.1 provide ability to set up selected reports in an automated fashion 2.2 provide the capability to filter Reports by ticket/details/date/etc. 2.3 provide the ability to export from the SERVICE s database any of the data used by The Centre, into the following formats: Microsoft Excel, Word, comma limited, XML. (Proponents should specify all of the formats available) 2.4 provide a report showing percentages 2.5 provide customized reports. Confirmation of Compliance ( = Yes) 3.3 Response Time The Proponent should (R) specify in its proposal the minimum response time its Service can offer to complete a 1-ticket transaction for a first time patron. The Proponent should assume that Centre staff will be using an internet connection to the proponent s site and that the response time is exclusive of any required initial authentication process. Proponent should state any other assumptions that will impact this response time. The response time and any assumptions related to response time will be rated by The Centre in this sub-section. The Proponent should (R) specify the internet connectivity requirements for their proposed SERVICE. Under this Section the Proponent should (R) state any additional value added features related to response time or prompt ability to provide Ticketing Service to The Centre s patrons insofar as its proposed SERVICE where these have not been requested or offered in the RFP to this point. Page 18 of 55

19 3.4 THE SERVICE Software Technical Support Problem Correction/Escalation Procedures Each Proponent was required to include as part of 2.2 (Mandatory Technical Support Requirements) its proposed standard problem resolution framework for Technical Support. The extent and thoroughness of the proposed escalation framework and its procedures will be subject to point rating under this sub-section. Meets or Exceeds Preferred SERVICE Technical Requirement ( = Yes) Page 19 of 55

20 Security Questionnaire Proponents are required to complete the following Security Questionnaire and include it in your proposal submission. Control Description Vendor Response List Process/tools in place to uniquely Identification/Authentication identify users making code/data changes and changes made. Transaction Privacy Authorization Encryption System monitoring Virus detection and eradication Intrusion Detection and containment Security Processes Security awareness List cryptographic methods/protocols used for each stage of data entry and storage. List Controls in place to limit actions allowed on code and data (limit who can access, make changes to files/data). Are all Files and Data (including passwords) that contain private or confidential information encrypted using industry best practices? List Security related monitoring and tracking processes in place that identify system anomalies or abnormalities (ie logging system changes etc). Is Virus scanning software installed on all servers and workstations that are involved in the project? Are IDS/IPS in use and configured using industry best practices? List process used to monitor and respond to events generated. Are Security controls such as separation of duties, least privileges applied, appropriate process for registration and termination of employee access, background personnel clearances in place? Process is in place to ensure users aware of security rules and responsibilities. Page 20 of 55

21 Control Description Vendor Response Security control reviews Incident response Disaster plan available Media access limited Physical facility Data distribution Access to network equipment secure Backups Manual Processes Are Periodic reviews of internal processes and controls performed by an industry recognized 3rd party, and recommendations put into effect? Is an Incident response plan in effect? Please detail what the plan consists of with respect to correspondence with clients regarding any security related incident. Is a Disaster site available? Elaborate on anticipated switchover time, and potential issues to the client during a switchover. Is Physical access to data controlled. Elaborate on controls in place. Are industry standard secure deletion techniques used when data is no longer required for client usage? List facility security measures in effect for areas where client data is stored (ie Security guards, electronic badges, biometric access controls, CCTV cameras, sensors, alarms, fire/water/humidity alerts etc). Are Locks/keys managed? What Emergency Power capability is in place? What locations are Data stored in? Is off site storage utilized for backups? Is it stored in a secure location with appropriate procedures in place to monitor access and availability to them? Are security measures in place to prevent unauthorized access to network equipment (i.e Wiring closets, switches etc)? Please list. Are Backups of client data performed on a regular basis that's appropriate to the volatility of the data? Please detail. Please explain any manual processes involved in data handling process (or human intervention required)? Page 21 of 55

22 Control Description Vendor Response Is 3rd party auditing performed for physical facility security, processes and procedures, penetration testing and Application vulnerability on a regular basis? Is remediation of Auditing deficiencies put in place within a reasonable amount of time? Please provide who performed the audit, when it was last performed, and the results of each. Are process is in place to allow for periodic renewal of hardware (servers, switches etc), in order to reduce risk of Hardware reliability data loss/service interruption from hardware failure? Please provide process in place for renewal of equipment. Are applications put through a rigorous code review process for both initial releases and updates in order to ensure security and accuracy. If security flaws are discovered are they fixed, QA tested and distributed promptly? Has code been created in Application code review and such a way to utilize least privileges testing and use unique passwords? Are passwords unique for each client and are they encrypted using industry standard procedures. Is user input validated user input using industry acceptable manner? Please elaborate on each. Are servers considered in scope with the incumbent system configured in such a way that they meet security Server security best practices (unused processes/services disabled etc)? Please detail practices used. Are Industry standard firewalls in place between the applications network and any foreign network, and are they configured appropriately to allow only Firewalls traffic required by the application? Please elaborate on your usage of firewalls and the security measures in effect. Page 22 of 55

23 Control Description Vendor Response Do you host or process the credit card information, or is this handled by a 3rd party? If this is to be handled by a 3rd party, do you have a contract with that party that ensures the safe and proper handling of credit card information? If using a 3rd party, who is it, and provide documentation on PCI compliancy as indicated below. Credit card storage Please provide details as to the process by which credit cards are processed, where credit card information is stored and what credit card data is retained after the transaction. PCI -DSS compliance Are you PCI-DSS certified? Please provide details and proof of your compliance (or your 3rd party who provides this service) in the form of a certificate. The certificate should indicate who provided the assessment, what level (service provider), what version you are compliant with and when your compliance expiration date is. PA-DSS compliance Are applications handling credit card information PA-DSS compliant? Please provide proof of compliance indicating the version of software and compliancy dates. Acceptable remediation Do you utilize any additional hardware or software to further enhance security? Please state what they are and what their purpose is. Page 23 of 55

24 Reference Qualification Statement Proponents are required to include three (3) complete References with their submission. Use a separate page for each reference. Project name: Project location: Owner Name Address Owner Contact Title Scheduled completion: Actual Completion: Scheduled Agreement Period: Phone & Fax Numbers Actual Agreement Period: (has the Service been renewed by this Customer? Yes or No ) For more information refer to: Owner or Contact Name Telephone No. Project Details: (please indicate in these details, a) the number of tickets generated for the customer s venue(s) and b) whether the Service was provided with an integration to SAP s financial system software. If the answer to the latter is affirmative, please specify which modules of SAP the Service has been integrated with. Please provide as well the number of concurrent users at the reference site and the version of the Service s enabling Software currently in use at this reference site. Contractor s Responsibility: Relevance to this Project: Page 24 of 55

25 Leadership, Communications, and Time Factors How soon could you begin this assignment? Who on your staff will be the project lead? Who on your staff will be the main contact for The Burlington Performing Arts Centre staff? What office location will you be working from? Will your company accept a Corporate Visa Card as payment? N.B. Vendors who accept payment by Visa cannot charge the customer a percentage of the sale over and above the quoted price of the product. Vendors who apply such charges will be reported to Visa as this is against the supplier s Merchant Agreement with Visa. YES NO Page 25 of 55

26 Sub-Contractors/Third Party Vendors, If Any If you are subcontracting any part of this work, the vendor must provide a list of suppliers and what purpose or job they will be performing. This form is to be completed and submitted with proposal. Attach additional pages if needed.) Name of Company and Person(s) to Title & Role be Assigned These subcontractors and third party vendors are not to be replaced without informing The Burlington Performing Arts Centre beforehand and receiving written approval to do so. END OF ENVELOPE #1 Page 26 of 55

27 Financial Offer Envelope #2 The Financial Offer is to be included in a separate sealed envelope clearly identified as Financial Proposal. 1. The Proponent offers to provide to The Centre with a Web Hosted Event Ticketing Service, for a period of three (3) years in accordance with the Terms of Reference of this RFP and as further detailed in the Proponent s proposal. PRODUCT/SERVICE All costs to implement or install the proposed Service at The Centre, including, where applicable, Software licensing (for up to 20 users) All costs related to migrating data from current system $ $ PRICE Training of Centre staff $ Ongoing service fees by transaction. Specifying what, if any, additional minimum charges or fees The Centre or the Centre s customers would incur for the proposed Service. The provision of all of the specified Technical Support, Updating and Maintenance for the Service (as specified in the Terms of Reference) over a three (3) year period $ $ $ Subtotal $ HST $ Total $ An offer of either fixed firm pricing OR a limitation of annual increase for an option extension to a 4 th and 5 th year for the Service. The financial offer for these potential extension years must include all the elements of cost to The Centre for the proposed Service, the same as those identified for the initial 3 year term. $ The Proponent will include in its Financial Offer all pricing pertaining to the provision of Technical Support, Updating and Maintenance of the Service during its installation or implementation at The Centre, but prior to The Centre s certification of acceptance of the working and ready for live operation of the SERVICE. Page 27 of 55

28 Note: Proponents must (M) include in their Financial Proposal any other applicable fees and/or charges related to their proposed SERVICE, even if these apply to deliverables not expressly described or requested by The Centre in this Request for Proposal. 2. Basis of Payment: The Proponent s pricing must (M) include, where applicable, ALL fixed, per unit and/or periodic fees or pricing for the proposed SERVICE including those for annual Technical Support, Updating and Maintenance of the Service or program enhancements 3. Tax Status: All prices quoted for the Work shall be done so in Canadian funds and shall include all duty, custom clearances, and all other charges now in force. All prices shall be quoted exclusive of applicable taxes. 4. Method of Payment: 4.1 The Proponent s will offer pricing for the proposed Contract that will include payment milestones that will require the Proponent, as the Contractor, to perform the Work in measurable increments with The Centre being afforded the opportunity to certify its acceptance of such Work for each milestone of completion. 4.2 Milestone payments will therefore be made to the Contractor in accordance with the amounts set out in the Contract and based on stated deliverables following receipt and acceptance of the Work by the Project Authority. Invoices will be required to include a breakdown by each portion of the Work completed, in accordance with the agreed Contract rates. 4.3 The payment milestones, which will be set out in the Contract, will be based on the successful proponent s proposal or as mutually agreed between the successful proponent and the Project Authority, prior to execution of the Contract. 4.4 To that end the Proponent is requested to propose a payment schedule that would coincide with a proposed Implementation Schedule. This payment and implementation schedule can be submitted in the Proponent s response to this Section of Annex B. Page 28 of 55

29 Contractual Acknowledgement The Successful Proponent agrees to be legally bound by the provisions of the resulting Contract or Agreement, which will incorporate as a minimum, and be interpreted in order of precedence, a) this RFP in its entirety, and b) the successful proponent s fully responsive proposal and all of its reference inclusions. The Successful Proponent further acknowledges and agrees that the final terms of the resulting confirming Contract issued by The Centre will be concluded and become legally binding on both parties upon receipt and acceptance by the Proponent of a Purchase Order issued by The Centre. The Proponent further agrees that acceptance of the Purchase Order will be deemed to take place two (2) business days after receipt of a Purchase Order, unless the Proponent provides The Centre with a written objection to, or refusal of, the Purchase Order within the said two (2) business day period. COMPANY NAME: ADDRESS: SIGNATURE: Authorized Officer must sign (Print or Type Name) Date END OF ENVELOPE #2 Page 29 of 55

30 TERMS OF REFERENCE Section 1 Introduction 1.1 Requirement The Burlington Performing Arts Centre (hereafter to be referred to as The Centre), is inviting proposals from responsible proponents for the provision of a Web Hosted Event Ticketing Service or WHETS. (the Service ). The Service is required to meet current requirements for two venues that are located at The Centre, namely a 730 Seat Proscenium theatre and a multi-purpose Black Box Studio theatre. These two theatres are served by a main box office located at the Centre. The proposed Contract will include, a) the initial set-up of an accessible Ticketing Service at the successful proponent s hosting, web accessible facility, b) supply, installation, configuration, maintenance of complete set of box office terminals and equipment in the Centre Box Office at a to be determined date, c) training of authorized staff of The Centre on how to use and access the Service, and d) the provision of ongoing technical support, updating and maintenance of the Service for a period of three (3) years, and (e) the migration of ticket purchasing data from current system to new Ticketing Services. This RFP will also request and include as part of its financial proposal evaluation, either a fixed price or a pricing structure from Proponents where the proposed Contract could be extended for potentially one or two additional years. The Centre requires a fully supported web hosted accessible Ticketing Service which will be available to The Centre for such functions as query, tracking, viewing and printing all Tickets/Documents pertaining to The Centre s Ticketing Information System, as described in this Request for Proposal (RFP). The Centre will only consider proposals offering the Service that uses an application computer hosted software product which is currently installed and serving an existing customer base for this purpose. The Service, once populated with The Centre s theatres Inventory/Event layouts, will be hosted and administered by the successful proponent through its website. Development solutions will not be considered. It is the intent of The Centre to successfully integrate the selected System into its current service provision environment. Should the implementation of the selected Service be successful at the venue stated above, The Centre reserves the right to consider adopting the selected Service as a Corporate standard where The Centre would reserve the right to negotiate further follow-on contracts with the successful proponent to adopt the Service for satellite box office locations within the 36 month or 3 year period of the immediate proposed Agreement. This right will survive throughout any Contract extension that this RFP results in. Page 30 of 55

31 Additionally, The Centre is looking for a fundraising/membership module that is fully integrated into the system s database and allows for integrating both ticketing and Fundraising/Membership data. Fundraising/Membership module should allow for different donor categories, and annual renewal capabilities. The Centre is also looking for a scheduling module for the various spaces in the venue. Scheduling must allow for technical and front of house needs for performances, separate venue viewing, and cost assignments. 1.2 Background/Business Requirement and Security Compliance The Centre will host between performances per year attracting an audience of upwards of 60,000 patrons per year. The Centre s major goal is to acquire an e-commerce solution that is designed for multiple channels of sales, i.e., on-line, kiosks, box office, phone and walk-in patrons. In addition the solution will enable The Centre to effectively manage their Ticketing inventory, patron information, brand management, gift certificates, on-line surveys, customer feedback and have the ability to provide on line brochures of upcoming events and shows and online reports and dashboards for easy reporting of statistics to The Centre. All proposed solutions must be PCI-DSS and PA-DSS compliant. Proponents must also be compliant with the PCI-DSS and PA-DSS version used for their Service and must maintain compliance throughout the life time of the original contract and any subsequent contract extensions. A security assessment will be performed, based on questions provided in this RFP, to verify the proponent s ability to protect the private and personal information of the Centre and its clients. Failure to adequately demonstrate this ability to the Centre s satisfaction may result in disqualification. Section 2 Information for Proponents 2.1 Project Authority The services provided will be subject to review and acceptance by the Project Authority hereby identified as The Executive Director, Burlington Performing Arts Centre. 2.2 Inspection/Acceptance The Service will, at all mutually agreed stages or milestones of its implementation or installation at The Centre, be subject to a due process of inspection and acceptance notification by The Centre. These implementation milestones will be associated with authorization of payment to the Contractor. Further details as to the proposed milestones for payment and contract Page 31 of 55

32 fulfillment are described in the Financial Proposal section of this RFP. 2.3 Contract Term The period of contract is proposed to extend from closing date for this RFP to: a) the date where The Centre confirms in writing its acceptance of the recommended proponent s proposal, to b) the date on which the proposal from the Recommended Proponent has been approved as a contract award by The Centre, to c) the date on which The Centre has certified in writing its acceptance of the Service as will have been implemented by the Successful Proponent, to, d) where the accepted Service will be provided to The Centre for a period of three (3) years from the date of acceptance. The Centre reserves the right to consider exercising an option to extend the proposed Contract for up to two (2) additional one (1) year terms at the conclusion of the initial 3 year period, provided that a) the Contractor has provided the Service in a manner deemed to be acceptable to The Centre, b) the parties are in mutual agreement that the Contract can be extended based on its in effect pricing, specifications, terms and conditions and c), The Centre has a continuing requirement and budget for the Service as described herein. 2.4 Basis of Award It is the intent of The Centre to recommend a single proponent for the provision of the stated Service on the basis of that proponent having offered what The Centre has determined to be the best value proposal. Best value shall mean the proposal most responsive to the requirements set out herein. A recommended proposal is subject to approval by The Burlington Performing Arts Centre in accordance with the provisions of its Purchasing Policies and Procedures. The Centre reserves the right to accept or reject any and all proposals should it be deemed in the best interest of The Centre to do so. 2.5 Definitions The Centre: The Burlington Performing Arts Centre. The Service: Event Ticketing and Access Control Service Service or the Work: shall mean the provision of an Event Ticketing Service and will refer to all of the requirements for same as identified as either mandatory or preferred in this RFP. These terms could additionally denote details of the proposed Service as further detailed within any one proponent s proposal. The Service Software or enabling Software: the computer based application computer program(s) required to enable The Service. At a high level, enabling will include facilitating and administering/managing transactions and managing the applicable databases for the Service. Page 32 of 55

33 Request for Proposal (RFP): the document issued by The Centre in response to which Proponents are invited to propose solutions that will result in the satisfaction of The Centre's objectives in a cost effective manner. Proponent or Respondent: a firm who chooses to submit a proposal in response to this Request for Proposal. Proposal: a complete proposal received from a proponent or respondent including a copy of this Information for Proponents section of the RFP. Patron: shall mean a customer of The Burlington Performing Arts Centre requiring a ticket to any event being hosted by the Centre. Client: shall mean any authorized staff person of The Burlington Performing Arts Centre authorized to access the Service, process transactions, query data, and administer or export information from the Service to assist with The Centre s stated business requirements. All such communication with the Service will be made from The Burlington Performing Arts Centre business location(s). Technical Proposal: the portion of a proponent s proposal which strictly addresses Annex A, the Terms of Reference section of this RFP. Technical Support: shall mean the services The Centre will require of the successful proponent to respond to queries (electronic or otherwise) from The Centre with regards to the operation and performance of the Service. Updating and Maintenance: shall mean the services The Centre will require of the successful proponent to ensure that the enabling Software for the Service is updated and maintained as current for the full period of the proposed Contract. Updating and Maintenance must (M) include as a minimum an assurance that The Centre will receive the benefit of all upgrades/enhancements or corrections/patches pertinent to the Service s Software performance, including corrections for known deficiencies in the Software s performance, for the full period of the Contract, at no additional cost to the Centre. Financial Proposal: the portion of a proponent s proposal which strictly addresses Annex B the Pricing Offer and Contractual Acknowledgement of this RFP. Responsive Proponent: a Proponent that has met the Mandatory Requirements of the RFP and whose proposal has a) provided rateable responses to the Rated Requirements, b) included all the requested supporting documentation requested in this RFP c) is of timely submission and d) has included a valid Financial Offer (per Annex B) complete with the signature of a person of Proponent so authorized to enter the Proponent into a Contract with The Centre. Page 33 of 55