The City of Corner Brook

Transcription

1 The City of Corner Brook Request for Proposals: Hosted Internet Based Event Ticketing System Corner Brook Civic Centre May 2015

2 Table of Contents 1. Introduction: Proposed Project Timeline Vendor Instructions Vendor Evaluation Process Overview Vendor Evaluation Criteria RFP Instructions... 4 Proposal Acceptance... 6 Proposal /Awarding of Contract 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 Evaluation Criteria see appendix A Appendix A Cost of Proposal... 12

3 1. Introduction: The Corner Brook Civic Centre (CBCC) is Western Newfoundland s premier Recreation, Conference and Entertainment Facility with an estimated annual traffic in the range of 850,000 1,000,000 people. The Centre hosts a wide variety of activity including: Recreation: Minor and Senior recreation programs ranging from hockey leagues, tournaments, minor hockey, figure skating, speed skating, broomball, baseball, in door soccer, gymnastics, volleyball, basketball, ball hockey, Tae Kwon Do, skating programs for the general public, community walking program Events: Senior hockey, large concerts and events such as Hedley, Willie Nelson, Heart, Steve Miller, Johnny Reid, and events such as Trade Shows, the Circus, Monster Trucks, Canadian Junior Curling Championships 2015, Canadian Special Olympics Conferences: Municipalities NL 2014, Provincial Dental Association 2014, New England Cruise Symposium 2014, United Church National This Request for Proposal is intended to receive responses from firms interested in supplying a Hosted Internet based event ticketing system for the CBCC and potentially other facilities. The CBCC is a 3,167 seat Arena / Convention Centre located in Corner Brook, Newfoundland and Labrador. The system must be capable of running multiple sales channels including box office, temporary box office(s), telephone centre, and Internet sales simultaneously. The CBCC 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 CBCC. 1.1 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. May 23, 2015 RFP Distributed June 23, 2015 Closing Date It is expected that the vendor will be selected by June 30, 2015 with go live on September 1, 2015.

4 2. Vendor Instructions 2.1. Vendor Evaluation Process Overview The CBCC requires ticketing technology to meet its operational and business objectives for the Civic Centre and other venues. This Request for Proposal will allow the City of Corner Brook to evaluate potential software and hosting providers Vendor Evaluation Criteria A vendor will be chosen by the City of Corner Brook 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 City of Corner Brook 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 Initial capital cost of the solution Ongoing maintenance and support costs required 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 City of Corner Brook 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 City of Corner Brook 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 City of Corner Brook retains the right to reject or accept any proposals. 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 CBCC may request the opportunity to see

5 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 RFP Instructions GENERAL CONDITIONS Performance of the Service Provider s responsibilities in a manner unacceptable to the City shall be reason for termination of the agreement, after due notice and discussion between the parties. The City reserves the right to reject any or all proposals. Notwithstanding anything to the contrary in this document or in any addenda to this document, unless the provision refers specifically to this topic, the City reserves the right to negotiate changes of any nature with any firm or agency proposing to do the work with respect to any term or condition in this document and in any proposal. Proposal Requirements a. Proposals should be submitted in the form required herein as follows: Office of the City Clerk City Hall P.O. Box 1080 Corner Brook, NL A2H 6E1 Mailed to OR Hand Delivered to Office of the City Clerk City Hall 5 Park Street Corner Brook, NL A2H 2W8 (also use for courier deliveries) In an envelope clearly marked Ticketing System Corner Brook Civic Centre In an envelope clearly marked Ticketing System Corner Brook Civic Centre b. Proposals are due at the location specified above, before the Closing Time. c. Process questions regarding the submission of proposals may be directed to the following at least 14 days prior to the Closing date: Willie Smith General Manager, Corner Brook Civic Centre wsmith@cornerbrook.com All enquiries must be submitted via e mail. d. If a proponent is of the view that there are discrepancies or omissions in the RFP documents, or that any clarification is required, the proponent should contact the General Manager, Mr.

6 Willie Smith. The General Manager will respond in writing or, if in agreement that there is a requirement for amendment or clarification, will advise all holders of the RFP documents. The City may, at any time prior to the closing date and time, issue additional information, clarifications or modifications to the RFP by written notification. It is the Proponent s sole responsibility to ensure they have received all amendments or clarifications prior to submitting their Proposal. e. Proposals must be submitted, as follows: Proposal Envelope must be sealed and clearly labelled on the front with Ticketing System Corner Brook Civic Centre and the company s name and address. a. Proponents are required to submit three (3) copies of their proposal. b. If a proponent wishes to verify that a proposal has been received prior to the Closing Time, the proponent may telephone the City at (709) The proponent must identify the company name before this information will be released. No other information concerning the proposals will be released under any circumstances prior to proposal opening. c. Proposals may be withdrawn by submitting a written withdrawal request to the same address to which the proposal was submitted prior to the Closing Time. The proposal will be returned to the proponent unopened. d. Proposals should be forwarded via mail, courier or hand delivery to the City of Corner Brook office as original signatures are required. However, where a proposal has been submitted prior to the Closing Time, amendments to the proposal may be delivered by facsimile (709) , provided that such amendments are received at the location specified prior to the Closing Time. In order to maintain the confidentiality of the proposal, an amendment delivered by fax which concerns price should specify only the change to the proposal price, not the total revised proposal price. Proposal Conditions Notwithstanding anything contained elsewhere in this RFP, this RFP is subject to the following terms and conditions, all of which the Proponent is deemed to accept without qualification by the Proponent s submission of a proposal in response to this RFP: (a) This is an invitation for proposals and not a tender call. The City of Corner Brook does not intend to and does not assume or owe any contractual or other duties or obligations as a result of the issuance of this RFP, the preparation or submission of a proposal by a Proponent, the receipt, opening and consideration of a proposal, the evaluation of proposals, provision of additional information or conduct of presentations, the Proponent s participation in any discussions or negotiations, or on any other basis whatsoever arising out of this RFP. Without limiting the generality of the foregoing and for certainty, no Contract is formed by the submission of a proposal in response to this RFP.

7 (b) In its sole and absolute discretion, and without limiting the generality of the City of Corner Brook s discretion under this RFP, the City: (i) may modify or amend this RFP including the schedule, the RFP requirements, or any other terms, whether material or not, and may cancel or suspend this RFP. (ii) may reject a proposal which fails to meet the requirements of this RFP, whether substantially or otherwise, or take such failure or any qualifications of the RFP requirements set forth in the proposal into account in evaluation of the proposal. (iii) assess any proposal on the basis of any one or more of the evaluation criteria set forth in this RFP, which criteria are not intended to be exhaustive, and/or any other criterion or factor considered appropriate by the City of Corner Brook, and select any proposal which the City considers to offer the best value and to be in its best interests. (c) The City of Corner Brook shall have no liability as a result of issuance of this RFP. No proponent shall have any claim against the City of Corner Brook for any compensation of any kind whatsoever as a result of participating in this RFP process, including without limitation any claim for costs of proposal preparation or participation in negotiations, or for loss of anticipated profits, whether based in contract including fundamental breach, tort, breach of any duty, or any other cause of action whatsoever. Proposal Acceptance Acceptance of any proposal will result in the signing of an agreement by the successful proponent in a form acceptable to the City of Corner Brook in its sole discretion and agreed between The Corner Brook City Council and the successful Proponent. Proposal /Awarding of Contract The proposals will be finalized based on the results of all the above factors. Subject to the terms and conditions of this RFP, the qualified proposal that ranks the highest with the evaluation committee may be recommended for award. In the event that the evaluation committee considers that two or more proposals offer substantially the same value, the Corner Brook City Council may decide the successful proponent Contract Negotiations The preparation and submission of vendor response shall be made without obligation by the City of Corner Brook 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 City of Corner Brook 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

8 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 City of Corner Brook 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 City of Corner Brook will be considered confidential and proprietary when it pertains to the City of Corner Brook past, present and future ticketing activities and/or is not readily available to the public. 3. Background 3.1 Venue Background The Corner Brook Civic Centre has two NHL sized ice surfaces; a Main arena, and 600 person capacity Kinsmen Arena. The Centre also is used a meetings, banquets and conventions/conferences. Complementing the arenas is a studio with recreation and smaller events. The Main Arena primarily hosts large events and consists of 3,167 fixed seats and 4 private Sky Boxes. It is home to the Corner Brook Royals NL Senior hockey team which has annual ticket sales of approx. 25,000. The Centre has a range of venue configurations. The average annual total number of seats sold for various other events throughout the year (Concerts, Shows, Trade Shows, etc.) is approximately 10,000. Seating for these events can range from 500 to 6500 and have numerous tiers of pricing. This gives an approximate total in the range of 20,000 35,000 tickets per year. Currently we have one box office locations located within our facility, using a total of two work stations equipped with Boca printers. We also have remote sales in different locations which may or may not continue. 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,

9 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. 4.2 Marketing Describe how the ticketing solution would be able to assist with marketing events at Civic Centre, 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 City of Corner Brook 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 City of Corner Brook 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 City of Corner Brook 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

10 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, 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 City of Corner Brook with the following: o Dedicated staff for initial training o Additional support added after go live for redundancy purposes o Initial training at vendor location o Emergency escalation process o Vendor provided user meetings o On going webinars for additional training 4.7 Hardware The City of Corner Brook is not interested in hosting the solution and is only interested on a solution that does not require the City of Corner Brook to purchase and manage servers. Describe how your system is architected. Describe how you will protect the City of Corner Brook 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 City of Corner Brook. This person should be prepared to answer or direct all inquiries that the City of Corner Brook may have for the vendor. Required Information is: name, title, region (if applicable), mailing address, telephone, fax, and address. 5.2 Company Background Please provide information on your company history, organizational structure, and product strategy. Additional specific information includes: company name, headquarters (address), branch offices (city), main lines of business, length of time in business, financial information, and organizational structure.

11 6. Costs 5.3 Client References Provide at least 2 references. These must be existing clients whose requirements were most similar to the City of Corner Brook 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. 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. 6.1 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. 6.2 Hardware/Software costs For hardware/software purchases, assume that the City of Corner Brook 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. 6.3 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. 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.

12 6.5 Ticketing Transaction Fees Please provide the transaction fees charged to the City of Corner Brook 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. 7.1 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. o o o 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 City of Corner Brook 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 5 Assessment of Vendor s Technology Solution 15 Vendor s Experience implementing similar solutions 20 Vendor s References 10 Cost Of Proposal 50 Total Evaluation Criteria see appendix A

13 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 (Centre currently has 2 Boca printers) Access Control Scanners (6 required) /unit /unit Cables Other Please Specify Total Hardware Cost Ongoing Costs Software licensing (include all hosting costs) Support costs Other Please Specify Include in cost per ticket Include in cost per ticket Include in cost per ticket Consumable Pricing Ticket Stock (specify number of tickets printed on stock) Ink for printers Other Consumables Please Specify Ticket Transaction fees Purchased via Box Office Cost per ticket Purchased via Internet

14 Season Tickets Other Please Specify Per Diem Fees:

15 PROPOSAL FORM A The City of Corner Brook, Ticketing System Corner Brook Civic Centre 1. I/We hereby submit a Proposal for Ticketing System Corner Brook Civic Centre in accordance with the requirements of this RFP. 2. I/We have carefully examined all of the contents of this RFP, including the RFP terms and conditions. 3. In the event of our proposal being accepted, I/We agree to enter into a contract with the City of Corner Brook. 4. I/We acknowledge receipt of, and have taken into consideration, the following addenda issued during this Request for Proposals: # # # # # 5. Proposal Closing Time: June 15, I/We acknowledge the proposals will be based on the results of all the factors outlined in the proposal package, and that the City of Corner Brook will select a proposal which provides the City of Corner Brook with the best value and which the Corner Brook City Council determines is in its best interests. 7. I/We agree to treat as confidential and to not, without the written permission of the City of Corner Brook, publish, release or disclose or permit to be published, released or disclosed either before or after submission of its RFP and any negotiation with the City, any information supplied to, obtained by or which comes to the knowledge of the Proponent under this process. The Proponent will ensure its facilities, systems and files are secure and that access to data and confidentiality of data and information gained while negotiating, are strictly controlled, to the satisfaction of the City of Corner Brook. 8. I/We will indemnify and save harmless the City of Corner Brook and Corner Brook City Council from and against all claims, demands, losses, damages, costs, expenses, actions and suits that may arise, directly or indirectly, from the preparation of this RFP and any negotiations pertaining thereto. PROPONENT'S FULL REGISTERED BUSINESS NAME: PROPONENT'S FULL BUSINESS ADDRESS: TELEPHONE NUMBER: SIGNATURE(S): SIGNATURE(S): TITLE: TITLE: PRINTED NAME AND SEAL IF ANY

16 Sign this form as follows: Sole Proprietorship: Sole Proprietor to sign in the presence of a witness who will also sign where indicated. Insert the words "Sole Proprietor" under Title(s). Partnership: Partner(s) to sign in the presence of a witness or witnesses who will also sign where indicated. Insert the word "Partner" against each signature under Title(s). Limited Company: This Form must be signed by duly authorized signing officers of the company in their normal signatures designating against each signature the official capacity in which the signing officer acts. The Corporate seal of the company, if any, must also be affixed to this Form by a person authorized to do so. When this form is signed by officials other than the President and Secretary of the Company a copy of the bylaw or resolution of the Board of Directors authorizing them to do so must be submitted with the proposal/proposal documents.