1-ART128127 Arts and Culture Event Ticketing Solution FINAL.pdf

REQUEST FOR PROPOSALS

SALT LAKE COUNTY

Arts & Culture Event Ticketing Software

RFP # ART128127

Date of Issue: January 20, 2026

Arts & Culture

TABLE OF CONTENTS

Part 2: Scope of Work and Requirements

2.1 Background

2.2 Scope of Work

2.3 Length of Agreement

2.4 Fee and Escalation Clause

2.5 Insurance Requirements

2.6 Proposal Format / Submission Requirements

Part 3: Response Evaluation and Notice to Proposers

3.1 Evaluation and Scoring Criteria

3.2 Written Agreement Required

3.3 Notice to Proposers

EXHIBIT A – References

EXHIBIT B – Sample Agreement Acceptance

EXHIBIT C – Certificate of Final Acceptance

ATTACHMENT A – Proposal Cover Summary

ATTACHMENT B – Request for Protected Status

ATTACHMENT C – Procurement Preference System

ATTACHMENT D – Environmental Compliance Practices

ATTACHMENT E – Example RFP Contract

Part 1: Overview and Instructions

1.1 Purpose of the Request for Proposals “RFP”

Salt Lake County, on behalf of Arts & Culture, “County” is soliciting proposals from qualified ticketing system provider firms, “Proposer / Contractor” to provide a comprehensive ticketing solution that supports ticket sales across all platforms in-person, online, mobile, and through any additional industry-recognized channels.

This RFP is intended to provide interested Proposers with sufficient minimum requirements. The requirements in the Scope of Work for this RFP are not intended to limit a proposal's content or creativity. Proposers may submit innovative ideas, new concepts, and optional features in response to this RFP. Proposers are encouraged to expand upon the specifications to give additional evidence of their ability to provide the services requested in this RFP. However, Proposers must address the needs and requirements stated in the Purpose and Scope of Work of this RFP.

The award of additional features beyond the minimum requirements is in the County’s sole discretion and will be clearly identified in the resulting contract if it is deemed appropriate by the County and falls in line with the initial RFP Scope of Work.

1.2 Deadline for Proposal Submission

Proposals must be uploaded before 1:00 PM on February 24, 2026, in Contracts and

Procurement online solicitation system, the Utah Public Procurement Place (U3P) powered by Bonfire: https://utah.bonfirehub.com/projects. No proposals will be accepted after the closing date and time.

1.3 Projected Schedule for the RFP Process

County reserves the right to modify the following schedule at its discretion:

Activity Pre-Proposal WebEx Meeting Final day to submit questions Proposal Due Date Proposer Interviews (TBD)

Date Weds., Jan., 28th Tues., Feb., 10th Tues., Feb., 24th March 23rd & 24th

1.4 Pre-Proposal WebEx Meeting

Interested Proposers are invited to participate in a pre-proposal WebEx meeting to discuss the project and to ask questions about this RFP. It will be held on Wednesday, January 28, 2026, beginning at 10:00 am. Please contact Michael Emery, Jr. at:

memery@saltlakecounty.gov to request the WebEx meeting information.

Proposers are encouraged to submit their questions in writing before the meeting through the county’s online solicitation system, the Utah Public Procurement Place (U3P) powered mailto:memery@saltlakecounty.gov by Bonfire. The meeting is for informational purposes only and is not binding. If the RFP needs to be modified or clarified, the County will issue a written amendment on U3P.

1.5 Question Submission

Questions may be submitted through U3P until the deadline for questions submission, which is Tuesday, February 10, 2026, at 1:00 pm. Answers to the questions will be posted in U3P for everyone to view. Do not contact County officers or employees, or selection committee members.

Part 2: Scope of Work and Requirements

2.1 Background

Salt Lake County Arts & Culture and ArtTix require a ticketing partner that can keep pace with our evolving needs in ticket sales, patron engagement, and data-driven decision-making.

Current challenges include:

• Ensuring a seamless patron experience across mobile and online channels.

• Improving data integration and analytics to better understand and engage audiences, as well as maintaining compliance with the Utah General Data Privacy laws.

• Expanding functionality for subscription, package, and flexible ticketing models.

• Strengthening security, compliance, and fraud prevention measures.

• Providing responsive, client-focused service and long-term strategic alignment.

This RFP will help us identify a provider with the technical capabilities, innovation, and customer service orientation needed to meet these challenges and support our future growth.

Salt Lake County Arts & Culture currently operates five unique and professionally managed performing arts venues that serve a wide range of audiences and artistic disciplines, with an additional venue opening in 2028. We have historically processed just over 1M tickets per year and looking to increase that number year over year. ArtTix is currently utilizing the

Tessitura ticketing platform.

Arts & Culture venues:

1. Maurice Abravanel Hall is a 2,768-seat concert hall and the permanent home of the Utah Symphony. Located in the heart of downtown Salt Lake City, the venue is renowned for its exquisite acoustics and elegant architecture, making it ideal for symphonic and choral music, chamber ensembles, and special events.

2. Janet Quinney Lawson Capitol Theatre is a historic 1,876-seat proscenium theater, originally built in 1913 and meticulously restored. It serves as the home of Ballet

West and Utah Opera and is frequently used for dance performances, and touring productions. Its classic charm and central location make it a cornerstone of Salt Lake’s performing arts district.

3. George S. and Dolores Doré Eccles Theater is a modern, world-class venue with a

2,501-seat main hall (the Delta Performance Hall) and a flexible 150-seat black box space

(the Regent Street Black Box). It hosts a robust lineup of Broadway national tours, major concerts, lectures, and community events. Opened in 2016, Eccles is the flagship theater for large-scale touring performances in the region.

4. Mid-Valley Performing Arts Center in Taylorsville features a 400-seat proscenium theater (the Mainstage), a 200-seat studio theater (the Studio 5400), and a multi-use rehearsal/event space. Opened in 2021, it supports a range of programming including local theater, dance, music ensembles, educational performances, and community events.

5. Rose Wagner Performing Arts Center is a flexible, multi-space venue with three theaters: the 500-seat Jeanné Wagner Theatre, the 200-seat Leona Wagner Black Box, and the 75-seat Studio Theatre. Located downtown, it is home to multiple resident companies and is a creative hub for dance, theater, spoken word, multimedia, and experimental performances.

In addition to presenting and managing events in County venues, Salt Lake County Arts &

Culture and ArtTix provide ticketing services for a diverse consortium of resident companies and presenting partners. Collectively, these organizations represent the region’s premier symphony, ballet, opera, Broadway programming, contemporary art, and a wide range of music, theater, and dance companies. The ticketing solution selected through this

RFP must be capable of serving the full spectrum of consortium members and their patrons.

Major Consortium Members & Partners include:

1. Broadway Across America / Broadway at the Eccles – Presenter of the Broadway at the Eccles series, bringing national Broadway tours such as Hamilton, Wicked, The Lion

King, and Waitress to Salt Lake City.

2. Live! at the Eccles – Hosts a variety of high-profile concerts, comedy, lectures, and family entertainment, featuring acts such as Robert Plant, Steve Martin and Martin Short, Neil deGrasse Tyson, and more.

3. Utah Symphony | Utah Opera – One of America’s major symphony orchestras, with

85 full-time musicians performing 175+ concerts annually, and an opera company known for both classical repertoire and contemporary works.

4. Ballet West – A nationally recognized ballet company presenting a rich and varied repertoire with innovative, dynamic productions, performing most of its season at the

Capitol Theatre.

5. Utah Museum of Contemporary Art (UMOCA) – A leading institution dedicated to the art of our time, providing exhibitions, programs, and collaborations with contemporary artists. ArtTix does not currently provide ticketing services to UMOCA.

6. Gina Bachauer International Piano Foundation – Sponsors concerts and international competitions, supporting more than 1,000 pianists through performance and competition opportunities.

7. Plan-B Theatre Company – An award-winning company producing socially conscious theater with a local lens and nationally competitive playwright development.

8. Pygmalion Productions – Focused on telling women’s stories and perspectives through theater.

9. Repertory Dance Theatre (RDT) – The nation’s oldest repertory dance company, preserving the legacy of modern dance while producing diverse and innovative performances.

10. Ririe-Woodbury Dance Company – An internationally renowned company producing original contemporary dance works and extensive education outreach.

11. Jaks Theatre Company – Provides youth with education and performance opportunities in the performing arts.

12. The Sting & Honey Company – A creative theater company dedicated to producing transcendent and artistically ambitious works.

13. Utah Classical Guitar – Promotes classical music and education through concerts, outreach, and performance opportunities.

14. Wasatch Theatre Company – Produces contemporary and socially relevant theater that amplifies diverse artistic voices.

2.2 Scope of Work

Vendor Responsibilities

The selected vendor will:

• Provide a fully integrated ticketing system solution that encompasses ticket sales, patron engagement, reporting, and analytics.

• Ensure system scalability to handle peak on-sales and large-volume events without service disruption.

• Deliver 24/7/365 system monitoring, support, and maintenance with defined SLAs.

• Maintain compliance with PCI DSS, , and all relevant data security standards, as well as GDPA and NIST.

• Provide training, documentation, and ongoing client success support for ArtTix staff, as well as each of the consortium members

• Collaborate with ArtTix on integrations with third-party systems (CRM, marketing automation, donor databases, BI tools, etc.).

• Submit regular progress and performance reports as outlined in the awarded contract.

Agency Responsibilities

Salt Lake County Arts & Culture, through ArtTix, will:

• Provide access to existing ticketing processes, infrastructure, and relevant staff resources.

• Participate in project planning sessions, testing, and user acceptance reviews.

• Review and provide timely feedback on vendor deliverables.

• Supply all necessary venue, patron, and event information required for system setup.

Instructions to Proposers

Proposers must include in their response:

• A detailed project plan with timeline for implementation, testing, training, and go-live.

• A description of how the vendor will ensure continuity of service during migration.

• A clear outline of system specifications, features, and security measures.

• Defined escalation procedures and support response times by issue severity.

• Any innovative or unique solutions the vendor can offer to improve efficiency, patron experience, or revenue generation.

Specifications / Basis for Contract

The awarded contract must meet these items:

• Achievement of a minimum 99.9% system uptime guarantee.

• Ability to provide seamless, mobile-responsive eCommerce functionality with

Select-Your-Own-Seat functionality for individual events, as well as season and flex packages.

• Real-time barcode validation and scanning functionality across all venues.

• Delivery of detailed reporting and analytics, including patron data, sales trends, and operational metrics.

• Compliance with agreed-upon performance measures and service credits for non-compliance.

Performance Measures & Guarantees

• System uptime of at least 99.9%, supported by SLAs.

• Response and resolution times for issues in line with the SLA matrix included in this

RFP.

• Successful completion of implementation within the agreed-upon timeline.

• Regular reporting on system performance, incidents, and enhancements.

• Enforcement of financial remedies (e.g., service credits) for unmet performance guarantees.

Timeline

The vendor must be prepared to begin work within 30 days of contract execution and complete system implementation, testing, and staff training within 9 months.

Penalties for Non-Performance

Failure to meet agreed-upon SLAs or performance guarantees may result in financial penalties, service credits, and/or termination of the agreement.

2.3 Key Qualifications/Specifications

To be considered responsive, proposers must demonstrate compliance with the following minimum qualifications and requirements:

Organizational Qualifications

• Company must have been in continuous operation for at least five (5) years in the event ticketing industry.

• Company must provide at least three (3) multi-venue arts and/or live entertainment clients as references, each with at least three (3) years of active use on the proposer’s ticketing system.

• Company must identify key leadership, day-to-day account contacts, and dedicated implementation staff.

• Company must carry required insurance coverage (general liability, professional liability and cyber liability, etc.) and proof upon award.

System Capabilities (Minimum Functional Requirements)

• Support for season tickets, memberships, general admission, reserved seating, and timed entry ticketing.

• Mobile-first ticketing and reporting, including contactless entry and digital wallet compatibility (Apple/Google Wallet, QR, NFC).

• Must fully support end-point users using either Windows or Mac computing environments.

• Native or integrated functionality for digital ticketing, CRM, donor management, fundraising and memberships.

• Ability to provide SSO integration that supports multiple SAML, OIDC, and/or

OAUTH targets.

• Patron self-service tools including online account management, fee transparency, and flexible payment options.

• Robust discount and offer management, ex. buy X get Y discounts, pay-what-you-can pricing, ticket limits, online distribution of complimentary tickets, online payment of pre-built orders through an account management portal, and support for VIP add-ons.

• Online exchanges for upgrades, downgrades, and renewal of subscription packages.

• Self-service configuration for fees, reporting, and analytics.

• Marketing tools including single and multi-use promo code management, email/SMS integration, and audience segmentation.

• Gift certificate functionality that enables issuance, centralized tracking and reporting within the ticketing system (including usage and remaining balances), and full redemption capabilities through online sales channels and the box office.

• Customizable email and SMS ticket delivery

• Waiting room and queue compatibility for high-demand on-sales.

• Bulk ticketing operations functionality: event builds, season roll-overs, holds, price types, releases, refunds, and cancellations.

• Invoicing and scheduled billing capabilities for client accounts and group orders.

• Patron access control hardware/software integrated into the platform.

• Ability to interface directly with ArtTix’s existing payment gateway(s) and merchant accounts for transaction processing, and/or the functionality to provide a payment gateway solution.

• Built-in or integration with 3rd party fraud management and risk evaluation tools to monitor suspicious activity, reduce chargebacks, and protect both patrons and the

County.

• Open APIs or other standards-based methods for third-party integrations.

• Implementation services including project planning, migration, training, and go-live support.

• Ongoing 24/7/365 client support with defined SLAs and escalation procedures.

2.3.2 Company Overview Submission Requirements

Proposers must include the following information in their written response:

• Company name, headquarters location, and ownership structure.

• Year founded and history of operations.

• Team size, organizational structure, and relevant business units.

• Key leadership personnel and point of contact for this RFP.

• Designated account management and support contacts for day-to-day ticketing operations.

• Description of client base, with emphasis on performing arts, live entertainment, and multi- venue operations.

2.3.3 Software Specifications

System Architecture, Security, and Reliability

1. Is your solution hosted, cloud-based, or hybrid? Provide an overview of your hosting model, including data security, redundancy, and backup procedures.

2. Provide an overview of your system’s ticketing architecture, including software configuration, hardware or telecom requirements, technical specifications, and bandwidth needs.

3. Explain how your system manages multiple client or venue databases within a shared environment, while maintaining data integrity and appropriate access controls.

4. Describe user-level security and permission-based controls, including flexibility for role customization and user access management, as well as the ability to segment data based on individual consortia. Do you have controls in place to segment users, API, and database access?

5. Describe your system’s scalability and provide benchmark examples of large-volume on sales or peak-load events managed within the past 12 months.

6. What is your system’s historical uptime percentage (last 24 months)? Please provide SLAs related to uptime, latency, and peak transaction processing.

7. Integration Framework: Describe how your system integrates with third-party applications (CRM, marketing automation, fundraising/donor databases, BI tools, etc.).

8. What APIs or data exchange protocols are supported (e.g., REST, GraphQL, SFTP, or database replication)?

9. Is your system PCI-DSS compliant and P2PE certified? Provide an overview of your platform’s data security and encryption protocols, including PCI validation status and expiry dates

10. Describe your system’s security incident and intrusion handling procedures, including how incidents are identified, severity is determined, and escalation timelines are managed.

11. Outline the mechanisms in place to detect and protect against unauthorized access, commercial misuse, hacking, bot attacks, and other malicious activity.

12. ArtTix expects 100% control and ownership of patron and transaction data. Explain how your system supports this requirement, including policies for data access, export, retention and deletion.

eCommerce and Consumer Experience

1. Describe the eCommerce experience on your system and the ability for ArtTix to customize the look and feel of both the patron-facing and back-office user interfaces.

Is the eCommerce experience mobile responsive?

2. Does the system support full season, partial season, pick-a-plan, flex plans, and single event tickets via all sales channels? Does the system support Select Your Own

Seat functionality and ADA toggling? Clearly demonstrate the user-friendly features of your system.

3. Describe how all public website solutions conform to the W3C protocols, including

WCAG 2.0 and 2.1.

4. Describe your system’s ability to support online exchanges, upgrades, downgrades and renewals for both single tickets and subscription packages.

5. Describe how your system supports recurring and scheduled payment plans, including multiple schedules, auto-renewals, and online payment updates.

6. Describe your system’s ability to provide customizable ticket designs, branding and messaging for prints and digital formats.

7. Indicate whether your platform offers “view from seat” functionality. Specify if this feature is native or integrated with a third-party solution, and whether it is included in the base cost of the software.

8. Does your system support seat maps with seat hold indicators such as limited/obstructed view, aisle seat, ADA, companion seat, etc.? Specify how this view differs from internal use versus public facing maps.

9. Describe the capabilities of your system to allow or disallow for packaged seats, and individual seats, to be held in an account as an unpaid reservation that will be reflected in sales figures.

10. Describe how your system supports cross-sell and up-sell functionality during and at the end of the buying process, including non-ticket items (merchandise, F&B, ticket insurance, vouchers, etc.).

11. Describe your consumer fee structure and the ability for ArtTix and each consortium member to determine their own fees.

12. Describe your platform’s native fundraising and donor management capabilities, as well as any third-party integrations available and the ability to segment data based on consortia member organization user access. Indicate whether these are included in the base cost of the platform.

13. Describe your platform’s secondary market functionality, including the ability to display primary and secondary listings on a single seating map. Indicate whether this is native functionality or an integration. Please specify any additional costs as well as the ability to enable secondary sales by event.

14. Describe your system’s payment processing architecture, including compatibility with third-party payment gateways and merchant accounts. Salt Lake County currently utilizes Chase Paymentech.

15. Detail the fraud prevention and risk management tools built into your system.

Describe how your platform detects and mitigates suspicious activity, fraudulent transactions, or chargeback risks.

16. Identify any third-party integrations your system supports (e.g. Kount, Midigator, Sift, or similar) including whether these tools are native to the ticketing platform or require an additional cost.

17. Describe how gift certificates are configured, sold, tracked, and redeemed within your ticketing platform, including how balances are updated, how partial and multiple redemptions are handled, what reporting is available, and what the patron experience looks like for online and box office redemption.

Ticket Delivery & Access Control

1. Describe the ticket scanning system and the hardware/software components required.

2. Is communication between the ticket scanning system and the ticketing system in real time (e.g., voided/changed barcodes updated instantly)?

3. Explain the system’s ability to support multiple ticket delivery methods (hard tickets, digital/mobile, Apple/Google Wallet, QR codes, NFC).

4. Describe ability to void and reissue barcodes upon delivery method change, cancellation, or resale.

5. Describe your platform’s ability to export barcodes, as well as importing of 3rd party barcodes.

6. Describe the typical staffed ticket sales location setup, including computer/kiosk, printing solution, credit card or cash taking solution, and wired/wireless networking needs. Define costs for this setup and what is included or not included in this proposal.

Roadmap, Enhancements, & Client Involvement

1. Describe your ETL process of moving data from a current ticketing system to a potentially new platform, including necessary ArtTix and partner involvement to test and validate data.

2. Provide information on your process for system enhancements, including release frequency, upgrade process, training, and client participation in roadmap and product direction.

3. How do clients provide input into the product roadmap, and what mechanisms exist for prioritizing client requests?

4. Do you provide a published roadmap and release schedule? How often is it updated and communicated to clients?

5. How are updates deployed to minimize business disruption, and what training/resources are provided to prepare staff for new features?

6. Innovation & Integrations: How does your organization stay ahead of industry trends (e.g., mobile, AI, dynamic pricing, etc.)? Please provide recent examples of innovations and your process for adding new third-party integrations.

Reporting and Analytics

1. Describe your system’s reporting capabilities, including real-time dashboards, scheduled reports, and ad-hoc query options.

2. Provide examples of financial and sales reporting, including daily sales summaries, account credit tracking, payment method reports, fee reports, and package sales tracking.

3. Describe your ability to report on comp tickets, holds, attendance, including filtering by ticket type, hold type, or event.

4. Describe available audit and reconciliation reports, including combined audit reports for a run of shows, with and without fees and taxes.

5. Describe how your system’s native, or integrations with, BI and analytics tools.

Please specify any additional costs. Describe how each of the above is enabled and controlled for secure user access in a consortia environment.

2.4 Length of Agreement

The contract resulting from this solicitation will become effective on the date of execution with a FIVE (5) year term with the option to renew for TWO (2) additional

Three (3) year terms.

There is no guarantee that contract(s) will be awarded from this solicitation.

2.4.1 Fee and Escalation Clause

The price(s) proposed must be guaranteed for a Five (5) year period. The County’s budget is on a calendar year. Thereafter, a price adjustment must be requested for the following year. A request for a price increase must include sufficient documentation supporting the request and must be tied to the Consumer Price Index (CPI-

U, U.S. Bureau of Labor Statistics) and cannot exceed 3% annually. The County may reject or accept price escalation in its sole discretion. Any price escalation to the contract must be approved by the County as a written amendment to the resulting agreement.

2.5 Insurance Requirements.

Contractor agrees to secure and maintain the following required policies of insurance before commencing work on the project:

2.5.1 Workers’ Compensation. Workers’ compensation insurance with statutory limits as required by the State of Utah unless a waiver of coverage is allowed and acquired pursuant to Utah law and Employers Liability insurance with minimum limits of

$1,000,000 per Accident; $1,000,000 Disease per employee; $1,000,000 Disease per policy. The policy shall be endorsed to include a written waiver of the insurer's right to subrogate against County. This requirement includes contractors who are doing business as an individual and/or as a sole proprietor as well as corporations, limited liability companies, joint ventures and partnerships.

2.5.2 Commercial General Liability. Commercial general liability insurance on a standard occurrence form, in the minimum amount of $500,000 per occurrence with a $1,000,000 general policy aggregate. If Contractor maintains higher limits than the specified minimum limits, County requires and shall be entitled to coverage for the higher limits maintained by Contractor. The policy shall protect County and

Contractor from claims for damages for personal injury, including accidental death, and from claims for property damage that may arise from Contractor’s acts or omissions under this Contract, whether performed by Contractor itself, any subcontractor, or anyone directly or indirectly employed by either of them. Such insurance shall provide coverage for premises operations, acts of independent contractors, and completed operations. Completed operations insurance shall be maintained for three (3) years after the end of the warranty period.

2.5.3 Commercial Automobile Liability. Commercial automobile liability insurance that provides coverage for owned, hired, and non-owned automobiles, in the minimum amount of $500,000 per person, $1,000,000 per accident, $250,000 property damage or a single combined limit of $1,000,000.

2.5.4 Errors and Omissions. Contractor shall carry errors and omissions insurance in the minimum amount of $1,000,000 per occurrence with a $2,000,000 general policy aggregate.

2.5.5 General Requirements for Liability Insurance.

2.5.5.1 Salt Lake County shall be endorsed as an additional insured on all liability policies.

The endorsement shall include liability arising out of ongoing and completed operations by or on behalf of the Contractor in the performance of the Contract.

Required policies shall be endorsed to include a written waiver of the insurer's right to subrogate against all persons or entities that are, or are required to be, additional insureds.

2.5.5.2 Required policies shall cover inter-insured suits between Contractor and the additional insureds and shall include a “separation of insureds” or “severability” clause which treats each insured separately.

2.5.5.3 Contractor shall furnish certificates of insurance, acceptable to County, verifying the foregoing matters concurrent with the execution hereof and thereafter as required.

2.6 Proposal Format / Submission Requirements

Submit proposals in the online solicitation system (U3P). All proposals should be formatted as three (3) separate PDFs: 1) Program Proposal; 2) Pricing Proposal; and 3) Supplemental

Attachments (Optional). NO MORE THAN THREE (3) SEPARATE DOCUMENTS SHOULD

BE SUBMITTED.

Proposers must submit a narrative response to the elements outlined in 3.1 Evaluation and

Scoring Criteria and conform to the submission requirements listed below.

Proposals not following the Proposal Format/Submission Requirements outlined herein may result in being deemed non-responsive.

1. Program Proposal (PDF #1):

a. Document #1 (Program Proposal) should begin with the completed Attachment A

Proposal Cover Summary (Required). Attachment A is not included in the page count.

b. Table of Contents should be included, organized in the same order as the Evaluation

Criteria in Section 3.1 (not included in the page count).

c. Format should be 1) 8-1/2 X 11 size with white background 2) portrait layout only and 3) black 12-point font. Section headings may be in color and a larger font.

d. The PDF view should be in Single-Page layout.

e. Title pages, cover letters are not required but are acceptable (not included in the page count).

f. The narrative response to the elements outlined in 3.1 Evaluation Scoring Criteria may not exceed [25-pages].

g. The Program Proposal should include within the PDF all exhibits (Resumes count toward the narrative limit, all other exhibits do not count toward the narrative limit).

h. The Program Proposal PDF with all attachments, exhibits, appendices, etc., is limited to 10 MB to allow for electronic distribution.

2. Pricing Proposal (PDF #2):

a. Excel in lieu of PDF documents are acceptable unless otherwise specified in the RFP.

3. Attachments (PDF #3)

a. Attachments B, C, D, E (Optional)

1. If requesting protected record status complete Attachment B and upload a redacted program proposal.

• All documents submitted in response to this RFP will be treated as public records in accordance with GRAMA unless a claim of business confidentiality is submitted. Refer to Section 3.3.A.

• Failure to provide a redacted copy, or otherwise comply with the requirements, waives your request for protected record.

2. If requesting preferences, include the completed Attachment C and proof. Refer to

Section 3.1.A.

3. Attachment D County’s Environmental Compliance Practices and Non-Debarment

Certification compliance. Proposers should attest to the Attachment D compliance statement in the U3P event Questions Section. Proposers are not required to submit a signed Attachment D.

4. If requesting alterations to Attachment E or the RFP per Section 3.2 of this RFP, include a PDF of items requested and reasonable alteration desired.

Part 3: Response Evaluation and Notice to Proposers

3.1 Evaluation and Scoring Criteria

Response to the program proposal will be evaluated, scored, and ranked by a Selection

Committee. Each member of the committee will be provided a score sheet to complete the proposal evaluation utilizing the point system listed below. Committee Members individually score the proposals and rank them 1st, 2nd, 3rd, etc. according to their total score. The following point system is utilized:

Excellent (5): If the proposal offer exceeds expectations, with an excellent probability of success in achieving all requirements of the RFP, and is very detailed in providing innovative ideas, new concepts or optional features applicable to the project; a score of “5” is given.

Good (4): If the proposal offers a very good probability of success, achieves all requirements of the RFP in a reasonable fashion and provides some innovative ideas, new concepts or optional features applicable to the project; a score of “4” is given.

Acceptable (3): If the proposal offers a reasonable probability of success, but some of the requirements may not be met and does not include innovative ideas, new concepts or optional features applicable to the project; a score of “3” is given.

Poor (1-2): If the proposal falls short of expectations and has a low probability of success; a score of “1-2” is given.

Unacceptable: If the approach completely fails the requirements; a score of “0” is given.

Proposals will be evaluated, scored, and ranked on the following criteria. The Program

Proposal is 90% of the scoring and the Pricing Proposal is 10% for a total of 100.

Program Proposal

The program proposal will be evaluated, scored, and ranked by a Selection Committee.

Each member of the committee will be provided a score sheet to complete the proposal evaluation.

25% System Functionality & Technical Capabilities

• Ability to support comprehensive ticketing needs (season tickets, memberships, general admission, reserved seating, timed entry).

• Mobile-first design, patron self-service, Select-Your-Own-Seat, ADA accommodations.

• Real-time scanning, barcode management, fraud prevention, and access control.

• Open APIs and integrations with CRM, donor systems, BI tools, and marketing platforms.

20% Security, Compliance & Data Ownership

• PCI DSS Level 1 and P2PE compliance.

• Hosting security, intrusion detection, and incident response protocols.

• Demonstrated commitment to client data ownership and privacy.

15% Implementation & Project Management Plan

• Clear implementation methodology, including migration, testing, training, and go-live.

• Project timeline and resource allocation.

• Experience with similar multi-venue, arts and entertainment clients.

15% Customer Service & Support

• 24/7/365 support availability with defined SLAs.

• Dedicated account management and escalation procedures.

• Training resources, documentation, and ongoing client engagement

15% Qualifications/References and Innovation & Future Roadmap

• Years of experience in the ticketing industry.

• Financial stability and organizational capacity.

• References from comparable multi-venue clients with at least three years of product usage.

• Demonstrated track record of continuous improvement and industry leadership.

• Commitment to incorporating client feedback into product roadmap.

• Recent examples of innovative features or enhancements.

Pricing Proposal:

The pricing proposal will be reviewed separately.

10% Cost Proposal

• Transparency and flexibility of pricing model.

• Consumer fee structure and client fee management options.

• Total cost of ownership, including implementation, licensing, hardware, and ongoing fees.

• Cost Submission Requirements - Proposers must submit a complete and transparent cost proposal that clearly details all fees associated with the ticketing system. Cost must be provided in a line-item format and include, at minimum:

• Implementation Costs: One-time costs for project management, migration, training, and go- live support.

• Licenses/Platform Fees: Annual or monthly system licensing fees, user licenses, or other recurring charges.

• Per-Ticket or Transaction Fees: All consumer-facing and/or client-absorbed fees, including any minimums or thresholds.

• Hardware/Equipment Costs: Pricing for scanners, printers, or other access control hardware, if applicable.

• Support & Maintenance: Ongoing 24/7/365 support costs and any tiered service levels.

• Integration Costs: Any costs associated with third-party integrations, APIs, or custom development.

• Optional Services: Pricing for additional modules or services not included in the core system.

• All costs must be submitted in U.S. dollars and expressed both as a total annual cost of ownership and as per-transaction costs where applicable. Proposers should identify the price guarantee period and any conditions under which price adjustments may occur.

Salt Lake County is not willing to pay an hourly fee for travel time. No additional reimbursement beyond the “not to exceed” price will be considered.

A. Preference System

Salt Lake County may adjust scoring pursuant to its Preference System established by ordinance and policy. Please complete Attachment C preference system and include the required proof of request.

B. Interview, Demonstration, and Site Visit.

The Selection Committee may invite Proposers for an interview, demonstration, or conduct a site visit. The purpose is clarification and verification of the written proposal. The

Selection Committee may re-score the proposal after the interview, demonstration, or site visit.

C. Recommended Award

After the Selection Committee has completed their evaluation, they will notify the County

Mayor of the top-ranked Proposer. Award is conditioned upon the execution of a satisfactory contract.

D. Debrief Meetings

Debrief meetings with the selection committee members will not be allowed, however, a

Proposer may discuss the RFP process with the chair/facilitator of the committee at any time.

3.2 Written Agreement Required

The selected Proposer must agree to all requirements in the RFP scope of work. The selected Proposer must also be willing to enter into a written agreement with County and agree to all the terms set forth in the Example Contract, attached to this RFP.

If you wish to request alterations to the RFP, including any of the terms of the example RFP

Contract (Attachment E), or any of the exhibits, attachments, or addenda, the alterations must be specifically identified in your proposal with reasonable alternatives presented. Any such exceptions must be submitted as a separate PDF and labeled “Requested Alterations.”

Only those alterations so specified will be available for discussion or negotiation. Proposer understands that deviations from the Example Contract are made at the County’s sole discretion.

Proposers are advised that the County is not bound by the terms of the RFP until a written agreement is fully executed and any activity taken on by the Proposer prior to full execution of a written agreement is done at the Proposer’s sole risk.

3.3 Notice to Proposers

By submitting a proposal to this RFP, Proposer understands and agrees to the following:

A. Government Records Access and Management Act (GRAMA):

County is a governmental entity subject to the Utah Government Records Access and

Management Act (“GRAMA”), Utah Code Ann. §§ 63G-2-101 to -901. As a result, County is required to disclose certain information and materials to the public, upon request. Generally, any document submitted to County is considered a “public record” under GRAMA. Any person who provides to County a record that the person believes merits protection under subsection 63G-2-305(1) or (2) must submit with their proposal all of the following: (1) a written claim of business confidentiality, (2) a concise statement of reasons supporting the claim of business confidentiality, and

(3) a separate copy of the proposal with the information requested to be protected redacted. Failure to comply with any of the three requirements for a claim of business confidentiality waives the request for protected record. Generally, GRAMA only protects against the disclosure of trade secrets or commercial information that could reasonably be expected to result in unfair competitive injury. For your convenience, County has provided a Business Confidentiality Request Form which is attached to this RFP as Attachment B. All documents submitted in response to this

RFP will be treated as public records in accordance with GRAMA, unless a claim of business confidentiality has been properly made and approved by County. All proposed costs/pricing/fees submitted to the county are public records. An entire proposal cannot be identified as “PROTECTED,” “CONFIDENTIAL,” or

“PROPRIETARY” and may be considered non-responsive if marked as such.

B. Copyrighted Material Waiver:

In the event that the proposal contains copyrighted or trademarked materials, by submitting its proposal the Proposer grants the County the right to use, reproduce, and publish the copyrighted or trademark materials in any manner the County deems necessary for conducting County business and for allowing public access to the responses under GRAMA or otherwise, including but not limited to photocopying, County Intranet/Internet postings, broadcast faxing, and direct mailing.

If the proposal contains materials whose copyright or trademark is held by a third party, it is the Proposer’s sole responsibility to obtain permission from that third party for the County to reproduce and publish the information.

By submitting its proposal, the Proposer certifies that it owns or it has obtained all necessary approvals for the reproduction or distribution of the contents of the proposal and agrees to indemnify, protect, save and hold the County, its representatives and employees harmless from any and all claims arising from all intellectual property claims related or connected to the proposal and agrees to pay all legal fees incurred by the County in the defense of any such action.

C. Restrictions On Communications:

From the issue date of this solicitation, until a Proposer is selected and the selection is announced, Proposers are prohibited from communications regarding this procurement with agency staff, evaluation committee members, or other associated individuals EXCEPT the Buyer overseeing this procurement. Failure to comply with this requirement may result in disqualification.

D. RFP Cancellation: This RFP may be cancelled at any time prior to the execution of a written agreement if deemed in the best interests of County. This includes cancellation of the RFP after an award has been made, but prior to the execution of a written contract. Proposer is not entitled to recover any costs related to the preparation of the proposal due to cancellation of the RFP or withdrawal of an award prior to the execution of a written agreement.

E. Firm Pricing: All prices, quotes, or proposals are to remain firm for 120 days after the closing date, unless a different period is stated in County’s RFP. Any proposal that does not offer to remain firm for the required period may be considered to be non-responsive.

F. Costs: Proposers bear all costs and expenses related to this RFP including, but not limited to, preparation and delivery of the proposal, attending the pre-proposal conference, and attending the interview.

G. Licensing: All applicable federal, state, and local licenses must be acquired before the contract is entered into between County and the selected Proposer. Licenses must be maintained throughout the entire contract period. Persons doing business as an Individual, Association, Partnership, Corporation, or otherwise must be registered with the Utah State Division of Corporations and Commercial Code.

NOTE: Forms and information on registration may be obtained by calling (801)

530-4849 or toll free at 877-526-3994, or by accessing:

https://corporations.utah.gov/.

H. Changes or Modifications: Any changes or modification to the RFP will be made by written addendum. Proposer submitting a proposal based on any information other than that contained in County’s RFP and any amendments (addenda), do so at their own risk.

I. Receiving Proposals: Contracts and Procurement will administer receipt and opening of all proposals. After the closing time, only the identity of each Proposer will be made public. If only one proposal is received in response to County request, Contracts and Procurement, in coordination with the agency requesting the project, may recommend entering into a contract to the single Proposer if the conditions cited above are met. Alternatively, Contracts and Procurement may re-solicit for the purpose of obtaining additional proposals.

J. Rejection of Proposals: Any proposal containing significant deviations from the specifications of the RFP will be considered non-responsive and may be rejected as a whole or in part.

K. Protests: Pursuant to Salt Lake County Code of Ordinances § 3.20.150, a protest regarding the RFP document must be submitted in writing prior to the RFP closing date. All other protests must be submitted in writing within five (5) business days after notification of the award is posted on U3P. A protestor may file only one (1) protest after the RFP closing date. Protest letters must specifically and completely state the facts that the protestor believes constitute error in the RFP document or the award.

L. Free and Competitive Selection: Any agreement or collusion among prospective

Proposers to fix a price or limit competition will render the proposal void, and such conduct is unlawful and subject to criminal sanction. By submitting a proposal, the

Proposer hereby certifies that no one in its firm or company has either directly or indirectly restrained free and competitive selection, participated in any collusion, or otherwise taken any action unauthorized by County Purchasing Ordinances or applicable law.

M. Ethical Standards: Proposer represents that it has not: (a) provided an illegal gift to any County officer or employee, or former County officer or employee, or to any relative or business entity of a County officer or employee, or relative or business entity of a former County officer or employee; (b) retained any person to solicit or secure this contract upon an agreement or understanding for a commission, percentage, brokerage or contingent fee, other than bona fide employees of bona fide commercial agencies established for the purpose of securing business; (c) breached any of the ethical standards set forth in State statute or Salt Lake County

Code of Ordinances § 2.07; or (d) knowingly influenced, and hereby promises that it will not knowingly influence, any County officer or employee or former County officer or employee to breach any of the ethical standards set forth in State statute or Salt Lake County ordinances.

N. Campaign Contributions: The Salt Lake County campaign finance disclosure ordinance limits campaign contributions by Proposers to County candidates. Salt

Lake County Code of Ordinances § 2.72A. Proposer acknowledges and understands those limitations on campaign contributions mean that any person, business, corporation or other entity that enters into a contract or is engaged in a contract with County is prohibited from making campaign contributions in excess of $100 to

County candidates during the term of the contract and during a single election cycle as defined in the ordinance. Proposer further acknowledges that violation of those provisions governing campaign contributions may result in criminal sanctions as well as termination of the Contract.

O. Reasonable Accommodations: Reasonable accommodations for qualified individuals to attend meetings may be provided upon receipt of a request with two

(2) working days’ notice. Please contact Contracts and Procurement at

385.468.0300. TTY users may call 711.

P. Environmentally Responsible Procurement Practices: County has implemented environmentally responsible procurement practices. Please refer to Attachment D.

Q. Notice to Retirees of Utah Retirement Systems (“URS”)

County is a URS “participating employer.” Entering into an agreement with County may affect a URS retiree’s retirement benefits including, but not limited to, cancellation of the retiree’s “retirement allowance” due to “reemployment” with a

“participating employer” pursuant to Utah Code Ann. § 49-11-504 to -505. In addition, Proposer is required to notify County immediately if a retiree of URS is the

Proposer, or an owner, operator, or principal of the Proposer. Proposer may refer the URS retiree to the URS Retirement Department at 801-366-7770 or 800-695-

4877 for all questions about post-retirement employment regulations.

R. Employee Status Verification System

Proposer shall register and participate in the Status Verification System before entering into a contract with County as required by Utah Code Ann. § 63G-12-302.

The Status Verification System is an electronic system operated by the federal government, through which an authorized official of a state agency or a political subdivision of the state may inquire by exercise of authority delegated pursuant to 8

U.S.C. § 1373 to verify the citizenship or immigration status of an individual within the jurisdiction of the agency or political subdivision. Proposer is individually responsible for verifying the employment status of only new employees who work under Proposer’s supervision or direction and not those who work for another

Proposer or subcontractor, except each Proposer or subcontractor who works under or for another Proposer shall certify to the main Proposer by affidavit that the

Proposer or subcontractor has verified, through the Status Verification System, the employment status of each new employee of the respective Proposer or subcontractor. The Proposer shall comply in all respects with the provisions of Utah

Code Ann. § 63G-12-302. Proposer’s failure to comply with this requirement may result in the immediate termination of its contract with County.

EXHIBIT A

Reference Form

Proposer: please request references from 3-5 of your customers. As least one reference in the public sector.

Customer: please complete this reference form and return to requester at your earliest convenience.

Proposer’s Name

Name of customer

Customer contact name, email address and phone number

Number of years contracted

Contract annual $ value

Describe services, company size, industry, length of association.

Other pertinent information

*Customer service

*…