REQUEST FOR PROPOSAL FOR THE PROVISION OF TICKETING AND ONLINE MERCHANDISING SERVICES FOR 2014 ILLUMINAQUA. Reference Number WRCC

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1 REQUEST FOR PROPOSAL FOR THE PROVISION OF TICKETING AND ONLINE MERCHANDISING SERVICES FOR 2014 ILLUMINAQUA Reference Number CLOSING DATE: 14:15 p.m. LOCAL TIME Monday, March 10th, 2014 SUBMIT TO: hard copy to: Welland Recreational Canal Corporation 60 East Main St. Welland, ON L3B 3X4 confirmation provided upon delivery or electronic submission to: confirmation of receipt will be sent to sender address, hard copy not required Notice is hereby given that proposals for RFP- for Ticketing and Online Merchandising Services for IlluminAqua shall be received by the Welland Recreational Canal Corporation (`WRCC`) until 14:15pm on Monday, March 10, It is the sole responsibility of the proposer to ensure that the WRCC receives the Proposal by the specified date and time. All late Proposals shall be rejected. Proposers shall review all instructions and contract terms and condition.

2 Background/Facts The Welland Recreational Canal Corporation (WRCC) was established in 2001 to handle the care, maintenance and development of the Recreational Waterway. A Board of Directors was established made up of nine people; three members of Welland City Council and six citizens selected and approved by Council. The WRCC assumed stewardship of the Recreational Waterway (old Welland Canal) that wound its way through the City of Welland. The Welland Canal Corporation is committed to developing the Waterway to create an exciting, attractive, well used and self-sustaining Recreational Waterway that is fully integrated into the fabric and life of the City of Welland - a distinctive and memorable place where people want to be a place where residents and visitors can participate in a wide variety of arts, culture, sports, leisure and recreation activities, and experience a unique natural and recreational environment within an urban area. (WRCC Master Plan) IlluminAqua is an arts and culture installation created by the WRCC in 2007 that sees a series of concerts take place on a floating stage on the Waterway, surrounding by floating pods of fire, all set within a stone waterside amphitheatre. Highlighting various Canadian recording artists over the years, IlluminAqua has been a ticketed event since 2010 and as such requires an online ticketing conduit and online merchandising service provider. Scope The WRCC is seeking proposals from qualified firms to provide online ticketing and merchandising services, a firm that will work with the WRCC to develop the offerings of IlluminAqua, provide collection and payment services, administer and deliver the services and products described herein. Term The term of the contract is anticipated to be two (2) summer concert seasons; commencing March 12, 2014 and ending December 31, The contract does not automatically renew and the WRCC, at its sole discretion, may extend the contract for two (2) additional one (1) year terms. WRCC intends to award one contract to a single firm to provide the services required. System Configuration and Functionality The WRCC seeks an event ticketing system capable of issuing event tickets to customers using an online, web-based portal capable of issuing a scan-able 1-D bar coded ticket to the customer, otherwise described as a web-based system capable of print at home tickets. The WRCC requires the scan-able bar coded ticket be read using a Symbol Tech hand held laser scanner (Model E-C (A) or similar, which the WRCC owns) on site at the venue. The WRCC requires the scan-able bar coded ticket be verifiable against the database of ticket purchases stored within the system and include an alert system for duplicitous tickets using an internet connection. Proponents should consider System Configuration and Functionality to include: ticketing; accounting; reporting; privacy; security; data management and maintenance; ticket validation; user interface for user set-up of IlluminAqua concert offerings; issue, exchange and redemption of tickets; application and presentation of fees; system access procedures/steps; product development; and system functionality for smart phones. Page 2 of 10

3 The WRCC expects all customer and related sales information captured by the ticketing system to be available and provided to the WRCC at no charge and to not be shared with any third party. The WRCC expects that all customer and related sales information will remain confidential and applicable privacy laws adhered to. System and Customer Support The WRCC expects contact and system support that is accessible, knowledgeable and effective for IlluminAqua project management, IlluminAqua box office, other ticket outlets, and ticketing customers. Vendor must be able to provide 24 hour a day by seven day a week (24/7) technical support by phone or in person, as well as in person training and system implementation. The proponent must agree to provide dedicated staff time for testing of ticketing system, prior to live sales launch date, to the satisfaction of the WRCC. Proponents should provide in proposals some form of visual interface with their product or opportunity to demo their services. Marketing During the contract term, the successful firm will have exclusive concert ticketing rights for IlluminAqua. Proponent is authorized to reference this exclusive concert ticketing contract for promotional purposes. The WRCC recognizes that there are many mutually advantageous marketing and promotional opportunities with a ticketing partner, some through established means, and other methods which have yet to be developed. The WRCC is seeking additional marketing opportunities that include advertising and tie in promotion; bulk blast capability; advertising on print at home tickets; social media; etc from the Proponent. Some are specifically called out in Exhibit C, and the WRCC is interested in proposed opportunities being presented by the Proponent. Fees The WRCC expects the successful firm will propose to apply a system service fee to each ticket sold as the method of payment for the services requested in this RFP. Service fees can only be applied to tickets issued using web-based delivery directly to the customer. The WRCC s practice and customer expectation is that tickets sold at the IlluminAqua box office will not include a system service fee. Note that the WRCC may choose to apply a venue or other fees to tickets sold through the IlluminAqua box office, other outlets, or other web-based delivery methods. In Exhibit B, Proponents will propose service fees for their offerings including credit card service carrying costs typical of online purchasing systems. Schedule The system must be in place and fully operational no later than March 22, 2014 and training completed no later than12:00pm March 20th, The anticipated go-live date for ticket sales is March 26, 2014 at 3:30pm. Page 3 of 10

4 Proposal Instructions A. Submission of Proposals One (1) paper copy of the proposal shall be furnished to WRCC in a sealed envelope, addressed to: Welland Recreational Canal Corporation 60 East Main St Welland, ON L3B 3X4 OR One (1) electronic version of the proposal shall be ed to admin@canalcorp.ca B. Deadline Proposals will not be considered if received after the date and time indicated on the RFP cover page. Proposal Contents The proposal should contain: A. Transmittal Letter Indicate who will be assigned to the project, who will be project manager, and that the proposal will be valid for sixty (60) days, a period to cover any unforeseen delays in launch of 2014 IlluminAqua Season. B. Scope of Work / Work Plan Describe how your firm will approach and meet the proposed scope of work and schedule elements specified. Proposers must clearly address all sub-sections so that the WRCC can easily understand those elements that can be met, those that are uncertain, and those that cannot be met. Sub-sections are: System Configuration and Functionality o Ticketing service description o Bar code description o Management features o Interface for user maintenance o Customer interface System and Customer Support Marketing C. Qualifications and Experience Describe your experience in providing a ticketing system similar to IlluminAqua. Provide at least three references for which the proposed ticketing system was used. For these similar systems, identify the name of the primary customer contact, title, and telephone number and provide URL's for each online ticketing reference, in order to review Proponent's system in operation. D. Fees Page 4 of 10

5 Describe your fee proposal for providing the services requested in this RFP. Identify and estimate any other costs associated with your system, such a credit card service fees, that are not covered by the per ticket service fee. Complete Exhibit B, and clarify your proposed fees, as necessary. Also describe collection and remittance procedures and timelines for release of collections to WRCC. E. Schedule Describe your proposed project implementation schedule. Include, training, ticket build, etc. General Proposal / Contract Conditions Limitation and Award This RFP does not commit the WRCC to the award of a contract, nor to pay any costs incurred in the preparation and submission of proposals in anticipation of a contract. The WRCC reserves the right to waive minor irregularities, accept or reject any or all proposals received as the result of this request, negotiate with all qualified sources, or to cancel all or part of this RFP. Validity Period and Authority The proposal shall be considered valid for a period of at least sixty (60) days and shall contain a statement to that effect. The proposal shall contain the name, title, address, and telephone number of an individual or individuals with authority to bind any company contacted during the period in which the WRCC is evaluating the proposal. Conflict of Interest. A Proponent filing a proposal thereby certifies that no officer, agent, or employee of the WRCC or the WRCC has a pecuniary interest in this proposal; that the proposal is made in good faith without fraud, collusion, or connection of any kind with any other Proponent for the same call for proposals; the Proponent is competing solely in its own behalf without connection with, or obligation to, any undisclosed person or firm. Page 5 of 10

6 Evaluation of Proposals Evaluation Procedure Proposals received that conform to the proposal instructions will be evaluated. The evaluation will take place using the evaluation criteria identified in the following section. Interviews may be requested prior to final selection of firm(s). Additional information or interaction may be requested prior to final selection of firm(s). Award will be made to the highest ranked Proponent according to the evaluation criteria. If contract negotiations are unsuccessful with the highest ranked firm, WRCC reserves the right to enter into negotiations with the next highest ranked Proponent. Evaluation Criteria This section provides a description of the criteria which will be used in the evaluation of the proposals submitted to accomplish the work defined in the RFP. Percentage of Total Score Scope of Work/Work Plan/Approach 30 System Configuration and Functionality o Marketing service description o Bar code description o Management features o Smartphone ticket storage and functionality for sale o Interface for user maintenance Customer Interface System and Customer Support Marketing Opportunities Qualifications and Experience 20 Experience of firm and proposed ticketing system Experience of project manager Experience of technical person Fees 45 Schedule 5 Total 100% Proposals will be scored using this criteria and the highest scoring firm(s) may be invited to demonstrate their system and present information about how their proposal meets WRCC s scope and work schedule as described in this RFP. Appeal of Contract Award Aggrieved proposers who wish to appeal the award of this contract must do so in writing within four (4) days of issuance of the notice of intent to award by the WRCC. Appeals must be submitted to the WRCC in writing and must state the specific deviation of rule or statute in the contract award. The WRCC will issue a written response to the appeal in a timely manner. Notice to All Proposers Standard Agreement The contract for this award will be negotiated. Page 6 of 10

7 EXHIBIT A - Event Information The 2014 Season will include four (4) concert dates for which tickets will be sold. A sold out show has an attendance of 1,300 attendees. Tickets will be sold as a Seasons' Pass and as individual tickets to each show. Attendance varies by artist and show. Ticket prices range from $20 to $40. EXHIBIT B - Fees Schedule of Fees Description of Fee(s) Fee (% or $ Amount) Note: Service fees can only be applied to tickets issued using web-based delivery directly to the customer or through the Proponent's outlets. The WRCC s practice and customer expectation is that tickets sold at the IlluminAqua box office will not include a system service fee. The WRCC may choose to apply a venue or other fees to tickets sold through the IlluminAqua box office, other outlets, or web-based delivery methods. Other system costs, such as credit card service fees, not covered by the per ticket service fee: Additional information: (attach separate sheet, if necessary Print Name of Company Signature Date Print Name and Title Page 7 of 10

8 EXHIBIT C Matrix of System Capabilities Chart The following is a list of desired functionalities. Please indicate whether the proposed system can provide each of the listed desired functionalities. Provide clarifying information as necessary to enable the WRCC to clearly understand your proposal and system functionality as Proponent deems necessary. System Configuration and Functionality YES NO One set-up for all sales links/portals Multiple ticket or package price levels per event Promotion code support Multiple discount or promotion code support (ie. -- buy one get one free) Support package ticketing Sell general admission tickets through all sales links Shopping cart functionality to support multiple event sales in a single purchase transaction Ability to validate print at home tickets Integrated credit card processing Accept MasterCard, Visa, American Express Link all tickets sales to particular customer account Exchanges Refunds Sales voids Ticket reprints Have at least 5 lines of text on printed ticket Variety of font sizes and graphics on printed tickets Does the proposed system have handheld (smartphone) capabilities to purchase tickets Does the proposed system allow customers to save/download tickets (barcodes) to handhelds (smartphones) for validation (paperless ticketing) Customer accounts and order history searchable by name, credit card number, account number or address Import/export data into standard MsOffice products (MsWord and Excel) Remove event from sale globally at any time Provide barcode and scanning of tickets Barcodes are nullified when tickets are voided or reissued Have technical support available for the access control system from gate open to close for each concert event Provide backup procedures if the system fails Handle promotion by promotion code Page 8 of 10

9 Handle multiple promo codes; applicable over multiple shows Handle event only promo codes Print at home tickets through download Print at home tickets through Control number of tickets purchased by both transaction and customer Support major web browsers (i.e. IE7+, Firefox, Safari, Chrome) Comprehensive package of standard reports Method of payment report Standard event audit on demand and accessible through internet with real time information Access to all system user transactions performed including sales, refunds, exchanges, holds, etc. Support for ad hoc reports Reporting that clearly distinguishes between single, consignment, series sales and comp tickets at the event and performance level Auto generated daily sales reports ed to specified stakeholders End of day reconciliation Support to audit all transactions Separate accounting and transaction information for all sales links, including secondary box office Compliance with Payment Card Industry standards Ability to back-up, archive and restore data Provide protection and privacy features for sensitive and confidential customer information and data Measures against counterfeiting, ticket duplication, hackers and other security concerns Will contractor provide software updates during the term of the agreement System Support Box Office, Outlet and Customer YES NO Provide technical support 24/7 by phone or in person Provide in person training and system implementation, as necessary Provide client support for event set up, adjustments and promotions Provide initial set-up and deployment training and materials Provide system configuration and set-up of events Provide system administration and reporting Marketing YES NO Traditional advertising and tie in promotion Support promotional text and graphics on screen during customer interaction Have promotional text and graphics on print at home tickets Provide website branding Page 9 of 10

10 Bulk blast capability - CAN-SPAM compliance, list exclusion and message scheduling Space on print at home formats for advertising upcoming shows Promote upcoming events on their website and purchasing location Social media and mobile interface Space on print at home formats for advertising upcoming shows Provide a built-in social marketing and promotional functionality Fees YES NO Fee assigned globally according to a defined fee schedule Turn on and off fees globally Turn on and off fees by event Turn on and off fees by sales distribution centre Multiple fees, including processing, venue, convenience, etc No charge for promotional or complimentary tickets processed by WRCC Ability to bundle fees within the final ticket price Ability to display and separate sales taxes from purchase price Page 10 of 10