POS_SOW_11_20_2019_(002).docx

LAND BETWEEN THE LAKES (LBL)

PERFORMANCE WORK STATEMENT (PWS)

CENTRALIZED RESERVATION SYSTEM (CRS)/POINT OF SALE (POS) SYSTEM

FISCAL YEAR (FY) 194

1.0 GENERAL

For the purposes of the Performance Work Statement (PWS), the United States Department of Agriculture (USDA) Forest Service (FS) Land Between The Lakes (LBL) National Recreation Area (NRA) shall be referred to as either LBL or the Government. The Offeror(s) for work covered by this PWS shall be referred to as the Contractor.

All work shall be in compliance with all appropriate local, State, and Federal rules, regulations, codes, laws, and the Forest Service Handbook (FSH). The Contractor shall at all times observe and comply with those laws and regulations in effect at contract award, as well as new legislation and amendments that become effective during the term of this contract.

The intent of this PWS is to establish a contract to satisfy a need for a “turnkey” service to replace the existing centralized reservation system that is used by LBL for providing online reservations and permits, field sales for walk-in registrations, permits, admissions, and merchandise, revenue management, and data collection. All requirements of the contract shall be presented in English.

The Government will accept Value Engineering proposals for all or portions of the requirements listed herein.

This requirement includes three components: initial launch, secondary launch, third launch, and additional optional services. The Contractor shall submit a proposal for all portionsthis PWS. The system shall accommodate staggered implementation of launch dates, updates, and options to accept reservations for specified sites, dates and inventory.

1.1 INITIAL SYSTEM LAUNCH

The initial start or launch of the system shall occur between January February 15, 201914 and February March 1, 20149, and shall include the following components: camping and lodging reservations by call center and website; field camping, registrations, permits, and merchandise sales; and revenue management for all properties. If LBL approves the Contractor’s proposal for the Quota Hunt Application System (QHAS), the QHAS shall be functional no later than 1 February 2014.

No later than 3015 days after award, the Contractor shall submit sample screen shots to LBL for approval.

No later than December 1, 20138 the User Acceptance Testing (UAT) shall be developed, fully operational, tested, and loaded with current and active reservation data secured from LBL’s current system (inventory, site, items, etc.), and profile information for each piece of inventory scheduled to be sold on the system at the time of the launch.

All software shall be installed on LBL’s hardware (Government Provided Equipment). The Contractor shall provide minimum specs for hardware requirement to LBL no later than December February 1, 20139.

No later than December 15, 2013February 20, 2019 the live production site shall be developed, fully operational and loaded with LBL’s current reservation data, profile information, and any other information necessary for the successful launch of the system.

No later than January 131, 201914 the Contractor shall monitor the installation of all connectivity to ensure said connections provide effective communications between the LBL property and Contractor’s web-based application. Contractor shall thoroughly test each connection to evaluate the performance to achieve the most effective communication available. Contractor shall provide detailed test results to LBL if any changes to communication are needed.

The Contractor shall have a method to copy, without errors or omissions, all system data from UAT to production. The system shall be capable of accurately importing current dynamic data for 2014 2019 advanced reservations from a standardized electronic format.

If the system is not capable of accurately importing dynamic current and active reservation data for 20194 future arrivals from a standardized electronic format, the Contractor shall provide staff to enter the current and active 20194 reservations into the system. Any such work required shall be performed by the Contractor at no cost to the Government. The Contractor may provide other alternatives that may be selected at the discretion of LBL.

1.2 Secondary Launch

The secondary launch shall also include the following optional components: coupon tracking system, field level and online permits, field level and online , and the online application and field reservation of organized group camps, special-use camping areas, shelters, and group toursadmissions., field level merchandise sales including barcode operations, The secondary launch of the system into the production environment is expected to occur no later than October 1, 2014 (price dependent) after thorough testing in the UAT environment by both Contractor and LBL.

1.3 Third Launch

The third launch shall include the following components: tours reserved through the website and sold at the field; online store for customer merchandise and field products; customer rewards program; and a method for customers to use the system via mobile hardware.

The third launch of the system into the production environment is expected to occur no later than January 15, 2015 (price dependent) after thorough testing in the UAT environment by both Contractor and LBL.

1.4 Additional Optional Services

Additional optional services include gift cards and marketing. Optional services do not have a specific launch date, but shall be implemented with coordination between the Contractor and the Government, subject to availability of funding.

1.5 IMPLEMENTATION PLAN

No later than 3015 calendar days after award, the Contractor shall provide a finalized and detailed implementation schedule with task milestones that is based on the implementation schedule proposed in Exhibit B – Implementation Schedule. The finalized implementation plan shall be subject to LBL’s approval. Customization Configurtion of system features outlined within this PWS and made for LBL shall be thoroughly developed, installed, tested, and supported, and all firm target dates for completion of said customization configurations shall be met in accordance with the final approved implementation plan, which shall be submitted to the CO.

At a minimum, the finalized implementation schedule shall include:

1. A description of all the major project tasks that shall be completed by the Contractor;

1. Identification of the specific tasks within each component of the implementation plan that shall be completed by LBL;

1. Detailed completion dates for each major task/component of the project work, and the number of days necessary to complete each major task;

1. Mutually agreed upon turnaround times for LBL to review, approve, and formally accept or reject the components of the work performed;

1. Signature and date lines for both Contractor and LBL to signify approval of each completed task;

Any changes to the finalized implementation plan shall be formalized in writing by the Contractor and LBL as an official revision.

2.0 MAJOR SYSTEM COMPONENT SUMMARY

Following is a brief description of the components to be provided by the Contractor:

0. Reservation/Registration System: A web-based application with simultaneous multiple sales channels (LBL operated call center telephone, Internet, and field) that uses the same database(s); the application shall be capable of handling reservations and field registrations for all LBL-operated overnight and day-use inventory at all LBL properties on the system.

Internet Reservations and Sales: Administration of a website that can be accessed by the public to check availability of overnight inventory through text, graph, and interactive maps, make a reservation, cancel a reservation, modify, a reservation, review important camping information, obtain general information about overnight inventory, and purchase all inventory available through the system.

Point of Sale (POS) Feature: An integrated Point of Sale feature that permits staff to sell items (merchandise, ice, firewood, etc.) individually or in conjunction with customer reservations/registrations. If Commercially Off The Shelf, the system maintains inventory of the designated Point of Sale items and includes reporting capabilities.

Sale and Generation of Permits: Allows permit sales at LBL field locations and online. Historical volume of permit sales requires this process to be very fast and efficient with specialized printing capabilities on weather-resistant, durable paper. Secondary launch shall be anSystem shall have an integrated feature that can be accessed online to: check availability and , purchase permits., obtain a permit confirmation, and the generation of a special weather-resistant permit upon arrival at LBL.

Reports, Canned and Ad hoc Capabilities: A robust electronic tool for reporting purposes that allows extensive data queries from all portions of the system. Tool provides an array of canned reports, extensive year-end reports, and other reports requested on an as-needed basis by LBL.

Revenue Management Component: A system that manages and tracks revenue and various financial transactions of the system in accordance with Generally Acceptable Accounting Principles (GAAP). The system provides extensive reports or data extracts on usage, revenue collected, number of visitors, etc.

Help Desk: A Contractor-provided Help Desk answers LBL staff questions, provides troubleshooting services, and solves system problems.

h. Banking Service: Transactions are processed by an agency-required payment system; funds to be deposited in an account owned by LBL. The system will be required to interface with Verifone Payware Connect credit card gateway in order to allow credit card sales within LBL and related properties for sales conducted by LBL staff. It is the Contractor’s responsibility to ensure that their system is in compliance with Verifone’s polies and rules. Note: At contract award, the financial system is Verifone, but the system may be changed at a future time. The system shall be capable of transitioning to different financial systems, should it be required.

i. Training: Provide initial and ongoing training for use of the system to specific users.

0. Coupon/Promotional Code Feature (Secondary launch): A mechanism to track the issuance, redemption, and outstanding liability of LBL-issued coupons that are used as a payment method, to include reporting capabilities.

Tour and Tour Ticketing Component (Secondary launch): Provides an integrated component that accommodates the sale of tours - both regular tours and group tours that may be paid or free. The feature may be accessed by the public to check availability of tours, reserve tours, print a ticket online, sale of tours at the field level, and the generation of appropriate tickets at the field level for all tour sales for all sales channels. For group tours, an application process is required with completion of the transaction to occur at the field level.

Organized Group Camp, Shelter, and Special-Use Camping Area Reservations (Secondary launch): Provides a solution for an online application for organized group camps, shelters, and special-use camping area reservations, with follow-up made by the field staff to finalize the transaction on the system.

Provide Online Merchandise Sales (Third launch): Provides the ability for web-based sales of LBL merchandise.

Rewards Program (Third launch): Provides a rewards program to be used to promote facilities/areas, encourage customers to return, and to reward loyal customers.

Gift Card Feature (Option): An integrated closed gift card system where the gift cards may be purchased or reloaded at any sales channel. Customers can easily check the balance of their gift card, and gift cards will be an acceptable payment method for items purchased on the system.

Quota Hunt Program (Option): An online Quota Hunt Application System (QHAS) for hunters to apply for permits to participate in LBL deer, turkey, and/or other quota hunts. Information on the QHAS is attached, see Attachment 4.

3.0 BACKGROUND INFORMATION

Information on facilities/areas within this PWS can be found at www.landbetweenthelakes.us. HYPERLINK "http://www.lbl.org" www.lbl.org. Additional facilities or programs may be added at the Government’s discretion.

The normal operational hours of LBL’s Administrative Office are 8:00 a.m. to 4:30 p.m., Monday through Friday. LBL’s Administrative Office provides administrative services and support to LBL sites and programs. LBL’s facility (campgrounds, group center, day-use, etc.) hours and seasons vary from site to site and may occasionally change. Public contact at the field is made at a visitor center, office, campground check station (gatehouse), site to site fee collection, or self-pay station.

Approximately 1.46 million people visit LBL annually.

LBL has administered a contracted reservation system since 2008 that began with call center and Internet reservations. The current point of sale, field registrations, revenue management, and the Quota Hunt Program were added in 2010. Campsite and lodging unit types currently available include campsites, cabins, and group dorms. Additional quantities and types may be added at the Government’s discretion.

The annual volume of transactions runs between 15,000 and 20,000 for advanced reservations; approximately 70 percent of these reservations are made via the Internet and approximately 30 percent are made via a call center. The average number of nights reserved in advance is 2.85 camping nights. Approximately 10,000 transactions are made each year for an advanced change or an advanced cancellation of a reservation. There are currently no advanced reservations taken at the field. Nights sold at the field to walk-in customers range from 103,000 to 113,000 camping nights annually.

Reservation customers are marketed through HYPERLINK "http://www.lbl.org" www.lbl.orgwww.landbetweenthelakes.us, which is owned and maintained by LBL. Customers are linked directly from LBL’s website to the reservation website home page. Customers can research a campground on LBL’s website and link directly to the appropriate campground on the reservation website (bypassing the need to choose the name of the facility and the campground on the reservation website). Currently, profiles of the campsites and lodging units as well as the campground maps are on LBL’s website and are maintained by LBL staff. LBL’s current maps are interactive with live reservation/availability status.

Approximately 60-80 percent of all campsites are available for reservation, while the remaining campsites are available on a first-come, first-served basis (walk-in) at the field locations. Any overnight reservable inventory not reserved is also available for sale at the field location on a walk-in basis. For the past three years, campgrounds have increased campsites available for advanced reservations, and LBL anticipates this trend to continue.

Advanced reservations for campsites and cabins are charged a reservation fee in addition to the nightly rate. Customers reserving horse stalls are not charged an additional reservation fee, but all reservation fees are recognized on the back-end of the system from the first night’s rental. Walk-in customers are not charged a registration fee in addition to the nightly rate.

A camping discount is applied to campsites for senior citizens and persons with disabilities or of a certain age (America The Beautiful Senior and Access Pass, also “Senior Pass” and “Access Pass”).

The POS feature captures and stores data on retail sales of merchandise, food, etc. while providing an accurate reflection of merchandise quantities and values on hand. All locations conduct retail sales or use the current POS feature to process other revenues on the system. At contract award there are approximately 25 27 terminals that currently use a stand-alone software package to manage their sales. Retail sales also occur in the LBL’s Administrative office.

The sale of a permit is processed through the CRS/POS system, but the need is to have the CRS/PRS system sell and print the permit. Permits are sold for off-road vehicle, hunting, backcountry camping, etc. Permit time frames can be valid for multiple days or annually. There are currently no limits on the number of permits that may be sold, and permits are sold only at the field level and online. Once the sale is made, a preprinted permit (one-day or two-day) is completed by hand by checking a few applicable boxes.

The current system is used extensively as a revenue management system to manage and report revenue data and to reconcile bank deposits to the cash and checks received at all field locations. The field locations perform a “blind close”, cash/checks and receipts are collected by a Forest Service Collections Officer and moved centrally to LBL’s Administrative Office, where financial staff count, deposit, and reconcile all funds. The Contractor provides a detailed distribution report for all revenues. The distribution includes adjustment to revenue that includes, but may not be limited to: cash/checks, credit cards, and coupons collected locally at all sales channels.

The current system includes a dynamic web-based reporting tool that provides LBL authorized users the opportunity to run extensive reports for occupancy, usage, scheduling, customers, demographics, etc. Attachment 1 provides a description of reports.

LBL paid tours or admissions consist of access to the The Homeplace (1850’s living history farm), Woodlands Nature Station, and special programs across LBL. There are inconsistencies from one location to another and challenges with reporting like data. Scheduling and tour reservations for special programs, if any, are currently completed by entries in a tour book or by spreadsheet. Reservations taken by the field are often not paid in advance, which results in many no-show customers. There is currently no electronic mechanism for the customer to sign up for a tour, only the ability to call the Administrative Office during regular office hours. Customers cannot sign up for a tour when making their camping or lodging reservation. Customer tour attendance is categorized by adult, youth, and often includes a free category for children under 4.

LBL provides tours for groups that comprise school groups of various ages as well as other groups. Some group tours result in fees to the customer while others are free. To be considered a group tour, the group shall consist of 12 or more participants. Most of the group tours are currently processed manually, but there is a stand-alone electronic application process used by some staff. There is little consistency between properties and like data is usually not available. Some group tours are customized for the group. Tours are often limited to certain days of the week, certain time frames, varying durations, etc.

Organized Group Camp (OGC) reservations are currently processed manually through a paper application process with a schedule developed each fall for the next calendar year. During the development of the schedule, preference is given to youth groups. After the schedule is developed for groups, the OGC is available for other groups not associated with youth. Confirmations are provided to the groups, with a modest deposit required to hold the reservation. Additional fees are applied during the actual stay and some are dependent upon the daily attendance at the camp. Other fees are applied at the end of the stay. LBL would like to explore this option in the future.

Some LBL facilities have open and enclosed shelters, some of which can be reserved for large parties. The current system does not allow for shelter reservations, however, this system shall allow.. Open shelters that are not reserved in advance can be used free of charge on a first-come, first-served basis.

LBL currently has no online store capabilities for merchandise. A variety of merchandise is sold only at field locations.

Many facilities operate with minimal staff; there is a core of permanent staff supplemented with seasonal staff and volunteer hosts. Volunteer hosts or seasonal staffs are often used in the campgrounds to check in guests and collect payments from walk-in customers. With varying degrees of computer experience, staff has used word processing, spreadsheet, database software programs, electronic mail, web searches, and other electronic programs of LBL. For some, general knowledge of computer programs is limited. As a whole, LBL has varying degrees of office automation and staffing. The need for “user friendly” applications is a must.

1.

4.0 GENERAL SYSTEM REQUIREMENTS

The system shall be “real time” and accessible via the Internet, by the public, and by LBL-operated terminals. The system shall ensure no possibility of a double booking for any inventory or time frame. Manual data downloads or uploads shall not be acceptable unless resulting from loss of connectivity for a temporary time period when the system is operating off-line with limited capabilities.

The system shall include the following components:

1. Reservations by Call Centers (Operated by LBL)

2. Reservation/Registration Interface at field properties

3. Reservations via Internet

4. Retail Sales and Inventory Management at field properties (POS)

5. Permit Sales

6. Admission and Tour Sales

7. Revenue Management System

8. Reports

The following components shall be optional, price dependent:

1. Specialized Tracking and Redemption System (coupons)

2. Tour Reservations and Ticketing (secondary launch)

3. Apply and Reserve Group Tours, Organized Group Camps, Shelters and Special-Use Camping Areas (secondary launch)

4. Online Store (secondary launch)

5. Customer Rewards Program (third launch)

6. Gift Card Sales and Purchases (option)

7. Marketing (third launch)

8. Quota Hunt Program (option)

The system shall be easily configurable by the Contractor to meet the changing needs of LBL and the individual sites over the term of the contract with little to no cost to LBL other than stated within this PWS. Examples of changes at no cost include length of stay, campsite inventory type, seasonal information, adding locations, etc.

The system shall provide mechanisms to maximize overnight inventory sales.

4.1 Information System Requirements

The system shall:

a) Be compatible with Microsoft Windows 7 (32 or 64 bit) or higher, and supported by a broad range of industry standard printers.

b) Be web-based and accessible for authorized users from any hardware and software (e.g. internet browsers, operating systems, etc.) provided by the Contractor and any LBL computer that can access the Internet.

c) Not be dependent on a specific screen resolution.

d) Not require user intervention (e.g. adjusting computer settings, security settings, etc.) to log into the system or to use any system component.

4.2 Hardware Requirements

LBL shall provide, maintain, and retain ownership of all basic and peripheral computer hardware necessary to perform the services required herein for the field properties. Basic field hardware includes, but shall not be limited to: the base unit, processor, memory, keyboard, monitor, video card, hard drive, operating system, software, battery backup/surge protection, report printer and all associated connection elements. Peripheral hardware includes, but shall not be limited to: credit card reader, receipt printer, five-slot cash drawer, bar code scanner, and retail pole display. Mobile hardware solutions may be required at specified locations. When possible, LBL shall supply Contractor recommended mobile hardware that is compatible.

The system shall include a solution for printing. The application shall print a ticket/receipt on the system’s standard receipt printer. If a specialized printer is required, LBL shall be responsible to provide the required quantity.

The Contractor’s system shall function with LBL’s existing hardware. LBL’s current hardware specifications are detailed as follows:

Standard Desktop Equipment Base Unit: Dell OptiPlex 380 or HP Pro 6300

The Contractor’s system shall function on Microsoft Windows-based LBL owned mobile equipment.

When it is determined that LBL’s field hardware has failed, the Contractor shall be responsible for assisting in setup and configuration of replacement hardware. The Contractor shall provide service to aid LBL in replacing hardware to resume operation as soon as possible. This assistance shall be provided at no cost to the Government.

4.3 GENERAL CUSTOMER PAYMENT METHOD REQUIREMENTS

The Contractor’s system shall allow payment methods including: credit and debit cards, cash, personal checks, gift cards, electronic promotion codes, and coupons (camping, lodging, and promotional), vouchers, traveler’s checks, and money orders. The Contractor’s system shall not allow cash back transactions for credit or debit cards.

The system shall vary the methods of payment by each sales channel (website and field/call center). Payment methods of each sales channel are outlined within each specific section to follow.

For field operations, the Contractor shall propose an option for the system to provide e-check services that validate the checking account and immediately debit the checking account for the value of the check. If e-check services are provided by the Contractor, business rules shall be developed jointly by LBL and the Contractor that shall minimize risk to LBL for insufficient funds sought through e-check services.

The Contractor shall propose an option for the field to have a mechanism to electronically capture the customer’s name, address, and signature through a swipe or scan mechanism (weatherproof). If the system includes this feature, the Contractor shall not use or disclose customer information other than as permitted by LBL or required by the contract or as otherwise required by law. The Contractor shall use appropriate administrative, physical, and technical safeguards to prevent use or disclosure of customer information.

4.4 CUSTOMER FEES

The system shall accommodate the fees determined by LBL to be charged to the customer. The system shall offer flexible pricing charged to the customer such as the ability to charge a per-site reservation fee in advance; for other inventory, such as lodging, apply the per-site reservation fee in the first night’s rental; a per-night fee for walk-in customers that is included in the nightly rate, and other flexible pricing structures mutually agreeable between LBL and the Contractor.

Authorized users shall be able to waive customer overnight fees and customer transaction fees, when needed. The system shall include a mechanism to add additional customer fees if desired by LBL.

The system shall apply discount programs to customer fees, when applicable; said programs may be added, revised or discontinued over the term of this contract at the sole discretion of the Government.

4.5 SECURITY PERMISSION LEVELS

The system shall provide for a minimum of four (4) levels of authorized user authorities as follows:

a. Level 1 - Front-line Customer Service – has access to all registration, reservation and Point of Sale functionality for the facility. This level will have access to the reports or functions necessary to close out a cash drawer.

b. Level 2 - Office Manager – has access to all level 1 functions as well as the ability to access all reports, revenue management and inventory functions at the facility.

c. Level 3 – Facility Manager – has access to all level 1 and level 2 functions as well as specific supervisory functions for the facility that are available in the system and as determined by LBL.

d. Level 4 - Administrative Authorized User – also “Authorized User”. Has access to all functions of the system for all locations. Additionally, the administrative authorized user level shall be able to log on to each location individually and have access to customer information (user name, password, with password reset capability).

The system shall be configurable to allow varied functionality to be assigned to specific authorized user authorities/permission levels for varied tasks. (Example: The lowest permission level will be able to make sales, but the facility manager may not allow the user to generate refunds or change established rates.)

Prior to initial launch, the Contractor shall supply a chart of all field authorized user tasks for field sales and indicate for each task the proposed assigned permission level as indicated above.

4.6 RESERVATION/REGISTRATION – GENERAL REQUIREMENTS

Reservations shall be available 24 hours a day, 7 days a week, excepting any approved downtime. Field operations are conducted on a face-to-face or walk-in basis. Call center operations are conducted via the telephone. Functionality on field and call center units may be identical.

The system shall be “user friendly” intuitive, with screen features and data visible without the need to adjust screen resolution, scroll up, down, or sideways to retrieve action buttons or entry fields. The system shall be logical, intuitive, minimize key strokes, and provide shortcuts. The Contractor shall offer option(s) or solutions that result in fast, efficient use of the system.

Staff access to the system will be via logins and passwords, allowing for the deactivation at the direction of authorized users. Authorized users shall be allowed to check on the status of any reservation and registration at any time.

Data fields shall contain adequate character lengths to accommodate notes, e-mail addresses, alerts, and any other field that requires input of data by either LBL or the customer. LBL shall approve the character lengths required for data input fields.

The system shall process online reservations for a specified time period (i.e., from six months in advance up to two one daydays prior to the arrival date) or other time periods as designated by LBL. This reservation window shall be flexible and adjustable. The system shall be capable of advanced reservations for LBL inventory that includes, but may not be limited to: campsites, stalls, and cabins. In the secondary launch, shelters, special-use camping areas, and organized group camps shall be reservable.

Some facilities may show all sites (walk-in and reservable) on the web, while other facilities display only reservable sites. Authorized users may limit inventory to be sold via any channel: internet, call center, or field. Limitations will vary depending upon the type of inventory, time of year, and may be restricted to field locations. The system shall provide the option of displaying facility availability in a grid format for at least all overnight accommodations and the ability to adjust the date range displayed.

The system shall display “real time” availability for inventory for all sales channels, ensuring no possibility of a double booking for any inventory or time frame. Customers and users shall be able to search simultaneously for the number of all available campsites or other overnight accommodations at all properties for a specified date range, commonly referred to as “general availability.” Example: Search for any available sewer-electric-water campsite available for the Memorial Day weekend; results one @ Hillman Ferry, two @ Piney Spring, and three @ Energy Lake campgrounds.

The system shall support specific amenity or “profile” information for each campsite/unit or other type of facility offered for sale through the system, policies, rules, interactive maps, and other information necessary to make reservation and sales transactions. Profile information and other information shall be stored on the Contractor's website/server(s). Authorized users shall be allowed to easily update the profile information, maps, policies, rules, and other inventory data.

The system shall search for like-type inventory at multiple sites based on features that include, but may not be limited to: location, number of sites, type of facility, or other services offered on the system (lodging, electric campsites, sewer-electric-water campsites, site tours, etc.).

Users shall conduct searches for the facility type by using an interactive map, a text listing of facility types, or a drop down menu in the respective campground/section/loop/area. The map shall include an indicator of the campsite/unit’s availability for the pre-chosen date range. The text listing shall identify each campsite/unit by number and type, and include only those campsites/units available for the pre-chosen date range.

Interactive maps and text listings shall be clearly identified with the correct LBL facility and the respective campground(s), loop(s) section name(s) or other designations provided by LBL. The system shall support a linking mechanism from the map, profile window, or text listing that allows the customer to select a campsite/unit and enter the reservation process directly for the site/unit chosen. See Section 4.7, Interactive Maps for additional information on map capabilities.

Through the interactive map or text listing, the system shall allow the customer and user to view amenities or profiles on each campsite/unit. The system shall provide reservation and registration functionality for at least the following campsite attributes and profile data:

a. Name of facility, campground, etc.;

b. Unit Type – camper, cabin, or other type as designated by LBL

c. Site or Unit Number – the number assigned to the campsite within the campground;

d. Size of site (RV unit and tow vehicle);

e. Type – sewer-electric-water sites, electric-water sites, electric sites, basic sites;

f. Specialty – typical sites, group tenting sites, walk-in sites, equestrian sites, special use sites accessible sites, group sites, host site, or other types as may be designated by LBL;

g. Site Status – reservable, first-come/first-served, occupied, available, closed, or held for administrative reasons, or other types as may be designated by LBL;

h. Cost per Night – rates may vary by site, site type, season and day of week, as determined by LBL;

i. Comments – miscellaneous information about the unit; and

j. Classifications – applies to all Senior and Access Pass holders, year-round

The following attributes or profile information shall also be included to provide customers and users with additional information about specific campsites:

a. Accessible – Yes/No;

b. Beds – Type and number;

c. Shade – Yes (tree canopy covers 30% or more of parking pad), No;

d. Pad length – length in feet;

e. Pad width – width in feet;

f. Maximum Amps – none, 30, or 50;

g. Pull-through – Yes, No;

h. Pad surface – paved, gravel, not applicable;

i. Side Limit (an obstruction near the pad) – Both, Left, Right, None;

j. Distance to certain facility or campground features (i.e., showerhouse, beach, etc.) distance in feet, usually via the roadway; and

k. Other – other information as deemed appropriate by LBL.

LBL shall provide in Excel, or other mutually acceptable format, all attribute and site profile information to the Contractor within ten 60 (10) business days of contract award.

All information related to a specific reservation shall be found within the reservation’s profile. All information entered into the reservation profile shall be stored with that particular reservation and shall be searchable and viewable by authorized users. Each reservation/registration shall have its own unique identification number. The system shall have safeguards to minimize the entry of duplicate customer records by authorized users at the field and by customers using the Internet.

At a minimum, a reservation shall contain the following:

a. Name of customer;

b. Property name;

c. Campground name;

d. Number of people in party (Total, Adult, Youth);

e. Names of occupant;

f. Facility type (Campsite, Camper Cabin, Tent, Organized Group Camp, etc.);

g. Campsite/Unit number;

h. Date sold;

i. Selling location (Call Center, Web, Field);

j. Selling agent;

k. First night reserved;

l. Departure date;

m. Number of nights reserved;

n. Amount of: total sale;

o. Amount of overnight fees;

p. Amount of discount, if any;

q. Amount of reservation fee;

r. Amount of transfer or cancellation fees, if any;

s. Amount of Taxes, if any; and

t. Method of payment.

The system shall capture the state of residency of each customer. The system shall auto-populate the city and state fields when a valid zip code is entered. The system shall allow the user to override the auto populate function if the city and state is not found.

Reservations may be sold as multiple days, dependent upon the days of the week and dependent upon the quantity of nights in the reservation. This requirement shall apply by facility to all days of the reservation window and to only a specified date range of the reservation window. (Example: from six months to one month prior to arrival, require a two night minimum on weekends. When less than one month prior to arrival, allow one night reservations.)

An order of precedence shall be applied when a field or a website reservation are simultaneously used to reserve the same campsite at exactly the same time. The order of precedence may be recommended by the Contractor.

The system shall hold inventory (campsite, lodging unit, etc.) when chosen by a customer or user of the system so that no other customer or user can select that same inventory for the same time period. If a transaction is not completed on the held inventory within a specified time frame (currently 20 minutes), the system shall auto-release the inventory back into reservable status.

The system shall not generate more than one reservation/registration for the same day(s) for a specific site (no double booking). This includes more than one reservation/registration on the system for a specific property with overlapping stays, whether the reservations/registrations were made at the call center, website, or the field.

Any extension of an existing reservation/registration in one property, whether in the same campground or other campground, shall be considered part of the original reservation/registration and shall have the same core identification number as the original transaction.

The system shall recognize when the occupant is the same for multiple sites for the same or overlapping date ranges in the facility or campground and shall prompt the user or customer for unique occupants on each site without restricting the ability to complete the sale.

The system shall be capable of reserving other unique but similar facility type inventory, with each type having its own unique but similar Business Rules (group areas, special-use camping areas, etc.) and unique confirmation. The system shall be configurable to easily address unique conditions, special management rules or requirements at individual facilities and as outlined in the LBL Business Rules, Attachment 2. Some examples of unique conditions include:

Authorized users shall be allowed to override specific, legitimate business rules that are agreed upon by the Contracting Officer, the Contracting Officer Representative, and the Contractor. Once approval has been granted and a business rule has been overridden, the system shall capture the rule and require the operator to enter a reason for overriding the business rule in a field viewable by authorized users. Every transaction, comment, activity, etc. shall be linked to the authorized user completing the action, and easily viewable by all authorized users.

The following payment methods are allowed on the Internet and at call centers:

a. Bank-affiliated debit cards and credit cards (MasterCard, Visa, and Discover);

Promotional codes for special offers (third launch); and LBL-issued Gift Cards (optional);

Other electronic payment methods, if any, directed by LBL.

Field operations shall allow additional payment methods, as stated in Section 4.6.1.3, Field– Financial.

The system shall accept multiple payment types (split payment) for one shopping cart, folio or other payment. (Example, free camping coupon used for one camping night, balance paid with credit card.) The system shall include the ability to sell merchandise in the same shopping cart when making transactions for facilities that include, but may not be limited to: registration/reservation original sales, transfers, adding or subtracting nights, and cancellations. The system shall be capable of selling multiple campsites, cabins, stalls, varied merchandise, shelters, and other types of transactions within one shopping cart or folio that results in the customer making one financial transaction for several purchased items or services. LBL may restrict the quantity, as needed.

When a discount is applied, the system shall enable the user or customer to choose the type of discount offered: currently access or senior access.

When a customer purchases multiple campsites in one transaction, the system shall limit applicable discounts or other reduced prices, if any, to only the campsite occupied by the customer. The Contractor shall propose a solution to capture discount status for the occupants of all campsites and apply the correct discounts, if any, for each occupant/campsite when multiple campsites are purchased in one transaction.

When a rate increase has occurred, the system shall extend a current reservation/registration at the new rate and make other changes to the transaction without affecting the original nights made at the old rate. (Example: original nights reserved at 2013 rates; extended one night at new 2014 rates – the 2013 rates will not automatically update or change when adding days to the end of that transaction.)

Cancellations of existing reservations shall be allowed with the appropriate refund processed, if any. Modifications or changes of all existing reservations shall be allowed.

The system shall calculate, collect or refund fees associated with transfers, cancellations, and other financial transactions of the system. Refunds shall be processed, determined by the type of payment originally received for each transaction. Refunds shall be processed as follows:

a. Credit/debit card transaction - refund on the same original credit/debit card;

b. Cash – refund cash if same shift; other days by free camping coupon;

c. Personal check – give original check back to customer if available; refund by free camping coupon;

d. Travelers’ checks – refund by free camping coupon;

e. Free camping/lodging coupon - return original free camping/lodging coupon if available; issue a refund voucher for the applicable amount and expiration date of original coupon;

f. Permit discount pass (secondary launch) – add permit days back onto the electronic pass;

g. Promotional offers, codes, discounts, and other free services (third launch) – no refunds; and

h. Gift card (option) – refund onto gift card, preferably the original gift card.

(The Government reserves the right to change refund policies at its discretion.)

The system shall accurately calculate the amount of a refund due to the customer. Authorized users shall be able to generate a customer refund.

In the secondary launch, the Contractor shall provide a group feature that shall, at a minimum, allow each person of the group to choose and pay for their own site within a specified time limit, choose their individual date ranges, receive their individual confirmation, each transaction shall be tied to the group name, and any changes or cancellations are made by each individual person for their individual transaction. The Contractor shall provide a solution that offers designated camping inventory only to groups, and when not reserved by the group within a specified time period, the inventory then becomes available for all campers (reservations and/or registrations). The acceptable solution shall be approved by LBL.

4.6.1 FIELD REGISTRATIONS

The field registration component of the system shall be real-time, ensuring no possibility of a double booking for any inventory or time frame. The system shall be integrated with website reservations, comprise similar functionality and fields, and adhere to the same LBL business rules.

The system shall recognize and report the sale of an overnight service made at the field for an immediate stay as a “registration” rather than a “reservation”. Authorized users shall be able to toggle off sites from web reservations and block sites for closures.

The system shall allow field users to easily check-in customers who have made reservations, both individually and by a group of reservations. The system shall provide a mechanism to check-out customers individually.

The system shall extend a stay and sell merchandise in one transaction.

Transactions include, but may not be limited to, the following:

a. Process a Registration;

b. Check-in a reservation;

c. Extend the stay;

d. Depart early;

e. Transfer to a different site at the same property;

f. Transfer to a different Facility type (Campsite to lodging unit) at the same property;

g. Apply a Registration Transfer Fee (optional);

h. Void a same-day transaction;

i. Early depart a transaction on arrival day;

j. Change the discount (add and subtract);

k. Apply or remove a discount;

l. Print a Registration Confirmation;

m. Reprint a Reservation Confirmation;

n. No-Show a Reservation customer;

o. Cancel a Reservation at the customer’s request for a shelter, OGC or Special Use Camping Area (SUCA) (secondary launch);

p. Apply a Registration Cancellation Fee (optional);

q. Pay the balance due (if any);

r. Comments Field; and

s. Print a valid customer receipt.

The system shall allow for variations in fees within the same locations, between locations, and for certain days of the week, and certain time periods during the calendar year. Users shall be able to apply varied modifications to guest stays. Any such modifications shall be recorded and reported in the system.

The system shall provide a warning to a user who desires to sell the next camping night to a different customer when the specified time period has not yet been reached and the current customer has not yet checked out.

The system shall provide a window (currently 90 days after the day of departure) to make adjustments in transactions. Post departure adjustments require approval by an authorized user at the supervisor level. A data field shall be provided to require the supervisor to note why the adjustment was made.

Users shall be able to search all available sites at the facility. The system shall easily distinguish when overnight inventory is reserved, reservable, available only by walk-ins, held for administrative reasons, held for a temporary use, or any other applicable status.

Users shall be able to update the following:

a. Customer information;

b. Occupant information;

c. Vehicle information; and

d. Change the number of people (adult, youth and total).

Users shall be able to view details about the reservation/registration that includes, but may not be limited to:

a. Identification number;

b. Type of transaction (Reservation or Registration);

c. Payment details and status;

d. Adjustments;

e. Dates for creation and any modifications;

f. Transaction History;

g. Customer information;

h. Site/Unit information; and

i. Reprint receipt.

The system shall print permits, receipts, and other paper tools. The system shall allow re-printing of receipts, permits and confirmations.

The system shall offer canned field reports that are available to authorized users through a drop down menu. LBL and the Contractor shall jointly determine reports offered. See Section 4.11, and Attachment 1, Reports.

The Contractor shall provide an option for support of a mobile application on mobile electronic devices (tablets, smartphone, etc.) that allows users to check-in and check-out customers, extend a customer’s stay, sell merchandise, and process other transactions of the system on said mobile devices.

The Contractor shall provide various options for the field customer to receive a receipt for their sales transactions that include, but may not be limited to, a paper receipt handed to them or an electronic receipt e-mailed. The Contractor shall offer an application for the field to accept payment via mobile devices.

4.6.1.1 FIELD - OVERNIGHT VEHICLES

The Contractor shall propose a method to track licensed vehicles used by overnight campers and link them to a specific campsite. Vehicles shall be tracked per campsite in three categories: Main, Supplemental, and Extra. A fee will be charged for each vehicle in the Extra Category only. There will be only one vehicle per campsite in the Main and Supplemental categories but an unlimited number in the Extra category. The following information will be entered for each vehicle:

1. Name of Driver

2. Vehicle license and State

3. Number of Adults

4. Number of Children

This information will be searchable by license and state and each vehicle may be checked out any time during the time the campsite is occupied. Vehicles will also be checked out in unison with the campsite when the campsite is checked out. This information will be part of the query for the Due Out Report. The number of adults and children will be included in the visitor count for the campsite.

4.6.1.2 FIELD - VISITOR VEHICLES

The Contractor shall propose a method to track licensed vehicles used by visitors and link them to a specific campsite. A fee will be charged for each vehicle.