Request for Information (RFI) No Lakewood Cultural Center Theater Ticketing System Replacement

Transcription

1 City of Lakewood Heritage, Culture & the Arts Division 470 S. Allison Parkway Request for Information (RFI) No Lakewood Cultural Center Theater Ticketing System Replacement RFI Issue Date: March 26, 2015 RFI Due Date: April 17, :00 A.M., M.T. (our clock) RFI Submittal Location: City of Lakewood Finance Department Front Desk 1 st Floor Civic Center South Building 480 S. Allison Parkway City Contact: Mary O Halloran, CPPB Contract Administrator [email protected]

2 Section I Page 1 of 1 Request for Information (RFI) No Lakewood Cultural Center Theater Ticketing System Replacement 1. PROJECT BACKGROUND The City of Lakewood (hereinafter City ) is seeking information from professional event and venue ticketing software providers regarding replacement of the Lakewood Cultural Center Theater (hereinafter LCC ) ticketing system software. LCC currently uses Tickets.com s ProVenue Max ticketing software, utilizing it to sell over 50,000 tickets annually. LCC is looking to replace the existing ticketing system in order to provide a more streamlined, mobile friendly ticket purchasing experience for its patrons while allowing staff more control over the system and its event, reporting and marketing capabilities. The City will review and evaluate responses to this RFI to establish budgetary and functional (system) requirements for an anticipated future Request for Proposal (RFP) and to shortlist companies for the subsequent RFP. Only companies that are shortlisted from this RFI will be eligible to submit a proposal for the subsequent RFP. Services provided shall include all software, hardware and services required to support the data migration, back and front of house implementation and initial/ongoing support for the LCC s ticketing solution. 2. PROJECT GOALS The intent for this project is to introduce an elegant, comprehensive and fully secure cloud based ticketing system for use at LCC and other select events. The ticketing system would be utilized for ticket sales both online and in person, backed by a software platform that is robust enough to accommodate a dynamic array of ticket types, discounts and packages to be sold at varied locations/outlets. The proposed software should be all inclusive, offering member, fundraising and point of sales with flexible and comprehensive payment, reporting, marketing and Customer Relationship Management (CRM) tools. 3. SUBMITTAL INFORMATION Vendors are asked to respond to and provide information on their system, capabilities and support per Section III of this RFI. Please include detailed information, major and minor items of information, even if not specifically requested, that would normally and reasonably be provided. Interested parties shall submit one (1) original marked original and four (4) copies no later than 10:00 A.M., M.T. (our clock) on April 17, Submittals will not be accepted after the specified due date and time. All questions pertaining to this RFI shall be submitted in writing via to Mary O Halloran, Contract Administrator, at [email protected] no later 5:00 P.M., M.T. on April 10, 2015.

3 Section II Page 1 of 1 REQUEST FOR INFORMATION FORM RFI NO DUE DATE & TIME: SUBMIT TO: April 17, :00 A.M., M.T. (our clock) City of Lakewood Finance Front Desk 1 st Floor, Civic Center South Building 480 S. Allison Parkway CONTRACT ADMINISTRATOR: Mary O Halloran, CPPB Phone No [email protected] COMPANY NAME: ADDRESS: Contact Person: Phone Number:

4 Section III Page 1 of 2 1. Please provide information and descriptions for the following. A. GENERAL INFORMATION Company contact information, company history, number of years in business, software development strategy and a list of references of similar institutions utilizing your system. What are the City s technological/system requirements in order to successfully run your ticketing software? B. COST Provide a general estimate of proposed costs for the following, operating under the assumption that the City will sign a 5 year Agreement and sell approximately 50,000 tickets in Software/Product Licenses Hardware, including ticket scanners and printers Implementation services (system configuration and project management) Data migration Support Maintenance/Upgrades Initial and ongoing training IT Support Documentation and Reference Materials Monthly usage fees C. IMPLEMENTATION What is the ideal timeline/schedule for implementation? What is your training strategy for new clients? Describe in detail your data migration services. D. SYSTEM CAPABILITIES Is your system exclusively cloud based, or is there an option for an on premise platform? Do you have an Application Program Interface (API)? Explain the potential of your system to function as a fully integrated, single solution for CRM, ticketing, member and donor functions. Address the extent of your PCI/ADA compliance. Address your standard suite of reports, to include sales, end of day, deposit, sales comparison, payment breakdown and demographic information. Include the extent to which LCC can create custom reports and in which file formats reports are available. Describe any limitations LCC might encounter when wanting to change event text, images, implement demand pricing or create/activate promo codes. Discuss your ability to integrate with the following payment gateways: Cybersource and/or PlugnPay. Address your company s system s ability to facilitate double entry bookkeeping, assign general ledger accounts and potentially integrate with JDEdwards.

5 Section III Page 2 of 2 E. SUPPORT Describe your customer support system. Will the City have a local contact? What are the hours of your call center? What separates your customer care from your competitors? Detail the escalation process for support issues. Does your company have an online user forum or any tools for self serve support/troubleshooting? Describe the ongoing training/marketing opportunities available to LCC staff, including webinars, conferences, etc. F. TICKET OPERATIONS Address the level of control the LCC ticket office will have over fee structure and fee amounts. Explain your demand pricing capabilities and the ability to provide automatic notifications. Discuss the ability of your system to sell and renew flex, bundled and season ticket packages online and at the LCC ticket office. Describe your automatic messaging capabilities before, during and after purchase (i.e. obstructed seat view notifications, cross sell messaging, parking reminders). Explain the extent of your promotional opportunities via promo codes, merchandise and upsells. Discuss the potential for payment plans on season tickets, gifts, etc. G. MARKETING Explain your current strategy towards mobile or responsive designed sites, from browsing to checkout. Discuss the marketing capabilities that come integrated into the software. Describe the ability to communicate to individual or targeted groups of patrons within the system. Provide standard templates, if available. Address your system s ability to identify abandoned shopping carts and later communicate with those customers.