2026-0825-WSF-TRM-RequestForInformation.pdf

August 25, 2026 Subject: WSDOT – WSF – Ticketing and Reservations – RFI 2026-0825 Transmittal: via WEBS

Dear Vendors, Thank you for downloading WSDOT’s WSF – Ticketing and Reservations - RFI. WSDOT is actively seeking vendor feedback. Vendors are invited to submit written comments and questions to WSDOT for review.

Vendor feedback is incredibly valuable, and the team looks forward to learning from the vendor community.

Questions are due by September 11, 2026, with full comments due by September 25, 2026. Both shall be sent to the Procurement Coordinator Tariq.Ohab@wsdot.wa.gov.

Upon submitting written comments, Vendors will also have the option to request a follow up clarification discussion with WSDOT. Written comments must be submitted as a prerequisite to any feedback clarification discussion and discussions will be limited to 30 min. Include any request for follow up discussion in your submittal email. WSDOT may also reach out to Vendors with clarifying questions.

mailto:Tariq.Ohab@wsdot.wa.gov

REQUEST FOR INFORMATION

2026-0825 Ticketing & Reservations Solution

Issued by: Washington State Ferries (WSF) Date Issued: August 25, 2026

Response Deadline: September 25, 2026

Contents

1. Introduction & Background

2. Purpose of this RFI

3. Scope Overview

4. Functional Requirements

5. Vendor Information & Experience

5.1 Company Profile

5.2 Solution Overview

5.3 Relevant Experience

5.4 Implementation Approach & Indicative Timeline

5.5 Delivery, Deployment & Release Methodology

5.6 Indicative Cost Structure

5.7 Additional Observations

6. Non-Functional Requirements

6.1 Performance & Availability

6.2 Security & Compliance

6.3 Integration & Interoperability

Data Migration

• Migration of existing revalue products

• Migration of business account data

• Migration of customer account data

6.4 Scalability & Flexibility

6.5 Usability & Accessibility

6.6 Hosting & Support

7. Current Environment

8. Submission Instructions & Administrative Requirements

8.1 How to Respond

8.2 Submission Deadline

8.3 Contact Details

8.4 Disclaimer

1. Introduction & Background Washington State Ferries (WSF) operates the largest ferry system in the United States and currently relies on a vendor-developed ticketing system, an in-house-developed vehicle reservation system, and a separately procured point-of-sale platform at its terminals. Together these systems handle vehicle reservations, passenger ticketing, multi-ride passes, revalue cards, monthly passes, and associated business account and back-office functions across WSF's route network. This mix of passenger and vehicle ferry operations is unlike most other ferry systems worldwide.

The existing systems have reached functional and technical limitations and the end of their supported lifecycle. They no longer meet the operational, commercial, and customer experience requirements of a modern transportation agency. WSF is undertaking a procurement process to identify and select a consolidated replacement Ticketing & Reservation Management system that can support current and future needs across all sales channels, customer types, and staff-facing workflows. WSF has made no determination on the future of its terminal point-of-sale platform and is using this RFI to establish whether point of sale is best delivered by the replacement system itself, by a solution the vendor recommends and integrates, or by updates and integration with our existing technology provided by Gateway Ticketing Systems.

2. Purpose of this RFI WSF is issuing this Request for Information (RFI) to:

• Understand the landscape of vendors capable of delivering a modern, scalable Ticketing & Reservation Management system for a multi-route ferry operation.

• Validate WSF's documented requirements against available market solutions.

• Gather information on implementation approach, timeline, and indicative cost structure to support the development of a formal Request for Proposal (RFP) and to inform WSF budget planning.

• Understand what point-of-sale solution vendors would recommend deploying alongside their ticketing and reservation product, and on what basis, continuity of WSF's current point-of-sale platform is an option, but vendors may assume their preferred solution.

Responses will not be scored or evaluated as part of a formal procurement, and submission does not guarantee inclusion in any subsequent RFP process. Neither is a response to this RFI required for, nor advantageous to, participation in any subsequent RFP. WSF welcomes responses from all qualified vendors with relevant experience in public-sector, transportation, or high-volume consumer ticketing and reservation management, including vendors whose solution addresses only part of the scope described in this document.

3. Scope Overview The replacement system is required to support the following functional domains. In your response, please indicate the elements of your solution which involves subcontractors, partnerships, or any other 3rd party products.

• Fare Structure & Pricing Management: hierarchical fare structures, route-specific pricing, admin-managed fare updates aligned to Washington State Transportation Commission decisions, and support for dynamic pricing. For more information on WSF Fares, please visit:

https://www.wsdot.wa.gov/ferries/fares/.

https://www.wsdot.wa.gov/ferries/fares/

• Online Ticket Sales (Web Store): single-ride, multi-ride, monthly pass, future-use, and revalue card products purchasable online by guests, account holders, and business account customers.

• Mobile & Multi-Channel Sales: Mobile responsive web store, call center support, and sale and redemption of products at terminal point of sale.

• Point of Sale (Terminal & Tollbooth): sale, redemption, fare correction, and receipting at staffed vehicle and passenger tollbooths, terminal windows, and self-service kiosks, together with the payment terminals, peripherals, and device management that support them. WSF is not restricting selection to the existing POS provided by Gateway Ticketing Systems. Vendors should identify the point-of-sale solution they would recommend deploying alongside their ticketing and reservation product, state whether it is their own product, a partner product, or an integration with a third-party platform, explain the basis for that recommendation, and describe the hardware, payment terminal, network, and device management dependencies it carries.

Integration with our existing technology is an option.

• Reservations Management: vehicle reservations on designated reservation routes, including online and phone booking, modification, recurring and group bookings, tiered capacity release, seasonal release, and oversized vehicle handling.

• CRM Integration: integration with a customer relationship management platform supporting unified customer records, case management, and outbound customer communications. WSF is evaluating CRM platforms under a separate procurement and has not finalized its selection.

Vendors should identify the CRM platforms their solution integrates with today, recommend the platform they would propose for an operation of this type and why, describe the integration method and typical level of effort, and note any platform that would present material difficulty.

• ORCA: a significant number of WSF customers use their ORCA cards at turnstiles. WSF would like to expand ORCA capabilities to allow customers to check account balances and refill their ORCA accounts from WSF sales equipment.

• Good To Go!: State of Washington’s highway tolling program. WSDOT would like to integrate the Good To Go! program into WSF operations and allow customers to use their Good To Go!

account as a form of payment.

• Revalue Card Management: card lifecycle for digital and physical cards including purchase, reload, suspension, cancellation, and replacement.

• Account Management: individual and business customer accounts, vehicle management, payment method management, and account lifecycle events.

• Secure Phone Channel (PCI-Compliant Payment Capture): secure PCI-compliant payment flows integrated with agent-assisted reservation and ticketing processes.

• Customer Service Agent & Back Office Tools: workflows for customer service team info agents, web agents, super users, and managers across reservations and ticketing, with supporting audit logs, and complete CRM integration.

• Ticket Redemption & Validation: redemption at tollbooth terminals, turnstile gates and handheld devices, supporting barcode/QR scanning and manual lookup.

• Payment Processing & PCI Compliance: fully PCI-DSS compliant payment processing with no on-premises cardholder data storage, and all other payment methods across all sales and validation channels.

• Fare Corrections & Exchanges: tollbooth-based fare exchange workflows with audit logging and minimal throughput impact.

• Cancellations, No-Shows & Standbys: customer cancellation, automated no-show fee billing, standby queue management, and standby-to-confirmed promotion rules.

• Vessel & Schedule Management: capacity configuration, service dates, and sailing schedule, and integration with sailing schedule system.

• Service Disruption Management: sailing cancellations, bulk reservation management, fee waivers, and customer communications during disruptions.

• Notifications & Communications: integration with WSF CRM on customer notifications via email, SMS and push, and management of customer-facing content.

• Accessibility & Multilingual Support: WCAG 2.1 AA compliant, ADA-accessible, and multilingual customer-facing interfaces, and Title VI Language Accessibility.

• Reporting & Analytics: ridership, sales, redemption, schedule performance, and revenue reporting with data export capabilities.

• System Administration & Configuration: role-based access control, product configuration, audit logging, and disaster recovery.

WSF operates both reservation-enabled routes (where vehicle space must be reserved in advance) and non-reservation routes. The replacement system must support both operational models, as well as a phone equity model that withholds a proportion of reservation capacity for telephone bookings during a defined daily window.

4. Functional Requirements The following tables set out WSF's consolidated functional requirements grouped by capability area.

Requirement IDs are preserved from the source documents.

Vendors are requested to indicate their capability against each requirement using the following response codes:

• Native – Available as standard, out of the box, with no configuration required.

• Configurable – Available with standard configuration or parameterization, without custom development.

• Custom Dev – Achievable through custom development or professional services engagement.

• Roadmap – Not currently available but committed to the product roadmap within 8 months.

• Not Supported – Not available and not planned.

Where a requirement is marked Configurable, Custom Dev, or Roadmap, vendors are encouraged to provide a brief explanatory note in their response, including information on partners or 3rd party products. Vendors are also encouraged to identify and describe any additional functionality, beyond what is listed in this RFI, that they believe would be valuable to WSF’s operations or customer experience.

ID Requirement Description / Notes Vendor Response

1. Fare Structure & Pricing Management

80101 Support hierarchical fare structure

The system shall support a multi-level fare hierarchy with hundreds of possible fare combinations, associated with

☐ Native ☐ Configurable ☐ Custom Dev specific routes for both vehicle and passenger travel, as set by the Washington State Transportation Commission.

☐ Roadmap ☐ Not Supported

80102 Enforce fare hierarchy usage rules

Customers may use a higher-value ticket on a lower-value route; the system shall enforce that no refund is issued for the fare difference. A multi-ride ticket may be used on a route of equal or lower value under the fare hierarchy and is not eligible for exchange.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80103 Assign fares to specific routes

Fares shall be configurable at the route level for both vehicle and passenger categories, supporting WSF's diverse multi-route network.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80104 Admin-managed fare updates

Authorized administrators shall be able to update fare structures in response to Washington State Transportation Commission pricing decisions without custom development.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80105 Configurable fare tiers per route

The system shall support configurable pricing tiers per route to accommodate WSF's complex fare schedule.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95110 Configure ticket products available online

Admin can set which ticket products are available on each online channel. Only enabled products are shown to customers. Changes take effect upon publishing. Product availability shall be configurable by sales channel and by account type (guest, account holder, business account).

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95111 Update fares during fare table changes

Admin can update the fare table to reflect approved pricing changes.

Updated fares are applied immediately across all sales channels. The fare table is the system-managed reference of all fares by route, ticket type, and passenger or vehicle category, as approved by the Washington State Transportation Commission.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95113 Support dynamic pricing System supports dynamic pricing rules that adjust fares based on demand, capacity, time to sailing, or other configurable parameters.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

2. Online Ticket Sales (Web Store)

90701 Purchase ticket as guest Guests shall be able to select a route, choose ticket type(s), enter payment details, complete the purchase, and view, print, or send tickets without creating an account. System prompts to purchase a return ticket where applicable.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90702 Buy a single-ride ferry ticket Single-use tickets for vehicles (various size classes, e.g. U22' and U14') and passenger categories (adult, senior, disabled) shall be purchasable at tollbooths, and online and at kiosks where the fare category is enabled for that channel. WSF currently restricts online and kiosk sale of senior and disabled fares to the Port Townsend/Coupeville route; the system shall make channel availability configurable by fare category.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90703 Purchase ticket as an account holder

Logged-in (regular, non-business) customers shall be able to select a route, choose ticket types, use a stored or new payment method, finalize the purchase, and view, print, or send tickets, with confirmation available via email and the account dashboard.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90704 Purchase ticket as business account holder

Business account holders can select a route, choose ticket types including large vehicles, confirm account billing, finalize the purchase, and view or send tickets.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90705 Buy a multi-ride ferry ticket Customers can purchase a multi-ride ticket product. The system validates the selected route and ticket type combination and issues multi-ride entitlements accordingly.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90706 Purchase multi-ride ticket as guest

Guests can select a route, choose multi-ride ticket type(s), enter payment, and

☐ Native ☐ Configurable ☐ access remaining rides via confirmation code, text, or email confirmation.

Custom Dev ☐ Roadmap ☐ Not Supported

90707 Purchase multi-ride ticket as account holder

Logged-in account holders can select a route, choose multi-ride ticket type(s), use stored payment, and access remaining rides through their account or via confirmation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90708 Purchase multi-ride ticket as business account holder

Business account holders can select a route, choose multi-ride ticket types, confirm account billing, and access remaining rides through their account.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90721 Purchase monthly pass as guest

Guests can select a route, choose a monthly pass, enter payment, and receive a configurable number of walk-on passenger rides valid for the calendar month of purchase. Monthly passes apply to walk-on passengers only and are not available for vehicles.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90722 Purchase monthly pass as account holder

Account holders can purchase a single-month or revalue monthly pass, pay via stored or new payment method, and receive the pass digitally or by mail.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90723 Purchase monthly pass as business account holder

Business account holders can select a route, choose a monthly pass, confirm account billing, and receive a configurable number of walk-on passenger rides valid for the month of purchase. Monthly passes apply to walk-on passengers only and are not available for vehicles.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80204 Purchase future-use tickets online

The system shall support purchase of future-use tickets valid for a configurable number of days from date of purchase, redeemable on any route equal to or lower in value than the purchased fare.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80205 Ticket delivery options The system shall provide multiple delivery methods for web store purchases, including print-at-home, email confirmation, and mobile wallet or app-based access.

☐ Native ☐ Configurable ☐ Custom Dev ☐

90717 Route-specific purchase warning (reservation routes)

Customers purchasing a ticket on a reservation-enabled route shall be clearly informed - on the purchase flow and confirmation screen - that a ticket alone does not constitute a vehicle reservation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90718 Purchase ticket for reservation route

Customers can purchase a single-ride, multi-ride, or revalue card on a reservation route. The confirmation screen notifies customers that a vehicle reservation is a separate transaction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90719 Buy a ticket that requires payment both ways

System supports ticket purchases that require payment in both directions on applicable routes, guiding customers through the correct payment flow for outbound and return.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80207 Cart timeout and inventory release

Items held in a customer’s cart shall be released after a configurable timeout period if checkout is not completed. For reservation routes, released capacity shall return to available inventory.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

3. Mobile, Multi-Channel & Optional Point-of-Sale Sales Solution

80301 Mobile-optimized webstore The system shall support ticket purchases via a fully responsive mobile web store on iOS and Android platforms, providing a mobile-optimized interface for all customer-facing ticketing and reservation functionality.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80302 Call center / phone channel The system shall support staff-assisted ticket purchases via a phone or call center channel, integrated with secure PCI-compliant payment capture. This should be integrated with an industry standard CRM.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

91501 Link ticket to account Account holders and business accounts can link a ticket purchased at a tollbooth online account for centralized management and usage history.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

NEW Vendor-recommended point-of-sale solution and hardware

WSF is not assuming retention of its current point-of-sale platform, and its existing point-of-sale hardware has reached end of life. Approximately 85

☐ Native ☐

Custom Dev ☐ point-of-sale devices are in service today.

Vendors shall identify the point-of-sale software and hardware they would recommend deploying alongside their ticketing and reservation product, state whether it is their own product, a partner product, or an integration with a third-party platform, explain the basis for the recommendation, and describe the payment terminal, peripheral, network, and certification dependencies involved.

Roadmap ☐ Not Supported

NEW Combined sale and redemption in a single transaction

The system shall allow multiple fares to be both sold and redeemed in a single transaction at the vehicle tollbooth.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

NEW Transaction speed at point of sale

The point-of-sale and kiosk transaction flow shall allow a sales transaction to be completed in less than 30 seconds, presenting the most frequently purchased fares at the front of the process. Terminals may have approximately 100 sellable fare types.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

NEW Transaction receipts The system shall produce a customer receipt for every point-of-sale and kiosk transaction, deliverable by email, text message, or print, and configurable on or off by sales venue type.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

NEW Remote administration of point-of-sale and handheld devices

The system shall allow authorized WSF administrative staff remote access to point-of-sale terminals and handheld devices in order to apply updates and support end users.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

NEW Self-service ticketing kiosks The system shall support self-service ticketing kiosks that accept card payment and meet applicable ADA accessibility requirements. Vendors should state whether kiosk software and hardware are supplied by the vendor, by a partner, or by a third party.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

4. Reservations Management

80401 Online and phone reservation booking

Customers shall be able to make future vehicle reservations on designated reservation routes via the web store and via phone through WSF's customer service team.

Custom Dev ☐ Roadmap ☐ Not Supported

80402 Reservation fee and credit card hold

The system shall require a valid credit card to secure a reservation, where a configurable fee is charged only in the event of a customer no-show.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80403 Flexible reservation lookup Staff and customers shall be able to look up a reservation by confirmation number, customer name, account, or vehicle information. Describe all supported lookup methods.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80404 Reservation modification Authorized staff and account holders shall be able to modify existing reservations (date, sailing, vehicle details) without requiring full cancellation and rebooking.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80405 Vehicle and vessel size management

The system shall manage reservation slot allocation based on vehicle type and vessel deck capacity configuration, ensuring load plans remain within vessel limits.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80406 Reservation vs. standby queue management

The system shall manage reservation and standby queues, accounting for varied vehicle sizes and vessel capacity.

Describe the process for managing standby relative to reserved capacity.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90156 Book recurring reservations for multiple vehicles

Business account customers can book recurring reservations for multiple vehicles on independent schedules. Each vehicle maintains its own recurrence, sailing times, assigned driver, and capacity validation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90158 Cancel a single reservation in a recurring series

Business account customers can cancel one occurrence in a recurring series without affecting the remaining schedule. Cancellation policies are applied to the selected occurrence only.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90159 Cancel an entire recurring reservation series

Business account customers can cancel all future reservations in a recurring series. The system displays applicable refunds or penalties and sends a cancellation summary.

Custom Dev ☐ Roadmap ☐ Not Supported

90362 Change vehicle size for one occurrence

Business account customers can change the vehicle size for a single date within a recurring series. Availability is validated for the substitute vehicle and confirmation is updated accordingly.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90375 Change vehicle size for multiple occurrences

Business account customers can change the vehicle size for multiple selected dates within a recurring series.

Availability is validated for each substitute vehicle and confirmations are updated accordingly.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90376 Change vehicle size for entire series

Business account customers can change the vehicle size for an entire recurring series in a single action. Availability is validated for each occurrence and all confirmations are updated accordingly.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90364 Change sailing times for entire series

Business account customers can update the outbound/return sailings for all reservations in a recurring series. The system validates availability and flags conflicts before confirmation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90365 Change return sailing for one occurrence

Business account customers can update the return sailing for a single date within a recurring series without affecting the remainder of the schedule.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90368 Assign multiple drivers in a recurring series

Business account customers can assign different drivers to individual dates within a recurring series. Driver assignments are displayed per date in the booking schedule.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90369 Assign/change driver for entire series

Business account customers can assign or change the driver for all future reservations in a series. Changes apply only to future dates, and confirmation is updated accordingly.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90373 Group reservations for multiple vehicles on one sailing

Business or non-business customers can book reservations for multiple vehicles on the same sailing. Capacity is validated per vehicle and a single booking reference is generated.

Custom Dev ☐ Roadmap ☐ Not Supported

94881 Manage reservations in order by creation date

The system queues and manages reservations in the order they were made, ensuring fair processing of capacity-limited sailings.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95063 Make an oversized vehicle reservation

Agents can book reservations for oversized vehicles (height >13ft, length >100ft, width >8.5ft, or overweight).

System blocks the customer from direct online booking and routes the request through a manual review process.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95065 Manage tiered space reservation releases

Admin can configure tiered release of reservable spaces available per sailing to ensure proper ratio of reserved vs unreserved tickets per route and direction. Shared allotment pools are supported for routes with multiple destinations.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95071 Block new reservations Admin can block new reservations from being made on specific sailings, routes, or date ranges, with controls to communicate the restriction to customers.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95079 Set the reservations release date and time

Admin can set the date and time at which reservations become available for a given sailing or schedule window.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95081 Set reservations capacities Admin can configure the maximum vehicle and passenger capacity per sailing and vessel, with separate limits by vehicle type as required.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95288 View and redeem reservations

Customers and agents can view reservation details. Reservations can be redeemed in digital or printed confirmation formats at point of embarkation.

☐ Native ☐ Configurable ☐ Custom Dev ☐

NEW Seasonal Sailing Schedule Configuration

Admin can configure seasonal reservations based on seasonal sailing schedule based on information from other integrated systems.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

5. Revalue Card Management

90709 Buy a revalue card Customers can purchase a revalue card product through the online channel. The card supports auto-reload and ride-based access. Revalue cards are not currently sold at tollbooths or kiosks; vendors should indicate whether additional sales channels are supported.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90710 Guest cannot purchase a revalue card

Guests are not presented with a revalue card purchase option. Revalue card purchase requires a registered customer account, reflecting a policy restriction on this product type.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90712 Purchase revalue card as account holder

Account holders can select a route, choose the revalue card, use a stored or new payment method (stored for future auto-reload), and receive purchase confirmation by email.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90715 Buy a revalue card and another ticket type in one transaction

Account holders can purchase a revalue card together with other ticket types in a single transaction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90892 Business account holder cannot purchase a revalue card

Business account holders are not presented with a revalue card purchase option, reflecting a policy restriction for this account type.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90898 Suspend a revalue card (disable auto-renew)

Account holders can navigate to their revalue passes, choose to disable auto-renew, and continue to redeem remaining rides until the current expiration date.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90899 Cancel a revalue card Account holders can cancel their revalue card. Existing rides remain redeemable until the current expiration date, and the

☐ Native ☐ card cannot be reactivated after cancellation.

Roadmap ☐ Not Supported

90900 Reactivate a revalue card (re-enable auto-renew)

Account holders can navigate to their revalue passes and choose to re-enable auto-renew to resume automatic reloading of the card.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90901 Manually add more rides to a revalue card

Account holders can manually reload their revalue card by selecting the reload option and confirming. Updated ride balance is displayed immediately.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90902 Request a replacement revalue card

Account holders can request a replacement card, specifying whether the original is lost/stolen (immediate lock) or worn (continue use until replacement arrives). Digital cards generate a new QR code immediately.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95116 Manage revalue cards (admin)

Admin can issue and print cards, configure auto-reload settings, monitor usage, send expiry and card-on-file notifications, and suspend or cancel cards upon request.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95099 Add rides back to a revalue card (agent)

Agents can add rides back to a customer's revalue card, for example following a service disruption, failed journey, or policy-approved correction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

6. Account Management

94871 Create / onboard a business account

Existing business accounts are imported at implementation. Each contact authenticates via a Washington State enterprise identity account. Contacts without an account are guided through the creation and linking process.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94703 Manage payment methods (individual customers)

Individual customers can store, manage, and use multiple payment methods.

Customers can add, view, update, remove, and designate a default payment method for tickets and reservations.

☐ Native ☐ Configurable ☐ Custom Dev ☐

90714 Update stored payment method

Account holders can update a stored payment method, including updating expiring cards. Customers with a revalue card linked to an expiring method receive advance notification.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94874 Manage vehicles on account Account holders and agents can add, update, and remove vehicles associated with a customer or business account, with vehicle details used to validate reservation capacity.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94876 Update/add business account billing information

Business customers provide billing information to WSF. An agent logs into the system and passes the information to Revenue Control for processing.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94883 Link a customer to a business account

Agents can associate an individual employee or customer with an existing business account, enabling account-level billing and booking permissions.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94895 Lock or unlock an account Agents can lock or unlock a customer or business account, for example in response to fraudulent activity, a payment dispute, or a customer request.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94899 Change customer contact information

Agents can update a customer's name, email address, phone number, and mailing address on their account.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95058 Restrict account activity The system automatically restricts account activity when a stored credit card is expired or invalid, or when an account is closed, preventing new transactions.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95074 Disable / lock / close a business account

Agents or admin can disable, lock, or permanently close a business account, preventing any further transactions from being made against it.

☐ Native ☐ Configurable ☐ Custom Dev ☐

95114 Issue child payment cards for business accounts

Business accounts support the issuance of child payment cards linked to the parent account, enabling multiple drivers or users to transact against a central billing arrangement.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

7. Secure Phone Channel (PCI-Compliant Payment Capture)

94354 Customer enters incorrect credit card number

If an invalid card number is entered in the secure payment channel, the system prompts the customer to re-enter or returns the customer to the agent after repeated failure.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94356 Customer enters incorrect expiration date

If an invalid or expired expiration date is entered, the secure payment channel prompts re-entry. If the card will expire before upcoming reservations, the customer is informed and prompted to use a different card.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94357 Customer enters incorrect billing address

The secure payment channel handles incorrect billing address entry gracefully, prompting re-entry or returning the customer to an agent after repeated failure.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94358 Card with insufficient funds (ticket)

If a card decline occurs during a ticket purchase, the secure payment channel notifies the customer, does not process payment, and allows one additional attempt with the same card before routing to an agent.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94359 Card with insufficient funds (reservation)

If a card is declined during a reservation payment attempt in the secure payment channel, the system handles the failure consistently with ticket decline behavior, offering retry or return to an agent.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94360 Customer hangs up before transaction is finalized

If the customer disconnects before confirmation, payment is not submitted.

The system records the session as abandoned and sends a failure notification as appropriate.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94361 Customer hangs up before transfer back to agent

If the customer disconnects while being returned to the agent from the secure payment channel, the system records the

☐ Native ☐ outcome and handles the incomplete session gracefully.

Roadmap ☐ Not Supported

94362 Customer disconnected before entering the secure payment channel

If a connection failure occurs before the customer reaches the secure payment channel, the session is treated as not started and no payment is initiated.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94363 Agent waits but customer does not return (successful transaction)

If the customer completes a successful payment in the secure payment channel but does not return to the agent, the agent receives the payment confirmation and can close the interaction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94365 Agent callback handling The system supports agent callback capability, enabling agents to contact a customer whose secure payment session was interrupted or not completed.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94892 Update or add payment method via secure phone channel (agent-assisted)

Agents can initiate a secure payment flow allowing the customer to enter a new or updated payment method, with the agent able to monitor completion.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

8. Agent & Back Office Tools

94884 Make a reservation on a customer's behalf

Agents can search for a customer, select route, date, and vehicle type, confirm the sailing, read terms to the customer, and process the deposit. Confirmation is sent by email.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94886 Change a reservation on a customer's behalf

Agents can look up a reservation, update sailing details, apply applicable refund logic, and send an updated reservation confirmation to the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94887 Cancel a reservation on a customer's behalf

Agents can look up a reservation, initiate a cancellation, apply applicable refund logic, and send a cancellation confirmation to the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94888 Set up a recurring reservation (agent / executive)

Agents or executive account holders can select recurring dates and times, assign vehicles and drivers, confirm bookings, and send reservation summaries.

Custom Dev ☐ Roadmap ☐ Not Supported

90371 Agents create recurring reservations

Agents can create recurring reservations on behalf of business and non-business account customers using full recurrence functionality. Confirmation is sent to the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90372 Agents modify / cancel recurring reservations

Agents can modify or cancel single occurrences or entire recurring reservation series on behalf of customers. A summary is displayed before confirmation and changes are logged.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

90374 Recurring reservations for non-business customers

Agents can create recurring reservations for non-business customers. The system validates availability per occurrence and includes a full schedule in the confirmation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95059 Change reservation details after normal cutoff time

Authorized agents can modify reservation details after the standard cutoff time has passed, subject to appropriate role-based permissions and audit logging.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95060 Cancel a reservation after normal cutoff time

Authorized agents can cancel reservations after the normal cutoff time, with applicable fees or waivers applied and confirmation sent to the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95062 Override capacity or route restrictions (super user)

Super users can invoke elevated permissions to make, change, or cancel reservations within the cutoff window, re-open closed accounts, and override other system restrictions.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94882 Create an account for a customer

Agents can create a new customer account, selecting account type, entering personal or business details, reading activation steps to the customer, and confirming the account is pending activation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94889 Resend reservation confirmation by email

Agents can search for a reservation and resend the confirmation email to a specified address on behalf of the customer.

Custom Dev ☐ Roadmap ☐ Not Supported

94891 Resend reservation confirmation by text

Agents can search for a reservation and resend the confirmation via SMS to a specified phone number on behalf of the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94893 Submit a refund for a customer (reservations)

Agents can select a reservation, enter the reason for the refund, and submit it for approval by Revenue Control. The customer is notified when the refund is processed.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94896 Send customer a password reset email

Agents can access Account Security and trigger a password reset email to the customer's registered email address.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94900 Override the no-show fee Agents can waive or override the no-show fee applied to a customer's reservation, subject to role permissions, with the override recorded for audit purposes.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

94902 View and book reservations not available to customers (phone equity)

Agents can access reservable spaces withheld from public release during the phone equity window, enabling reservations to be made on behalf of customers calling by phone.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95088 Buy a ticket for a customer Agents can access the ticketing section of the back office, select ticket types on behalf of the customer, capture contact details, initiate the secure payment flow, and confirm the purchase.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95090 Look up a ticket's value for a customer

Agents can search for a ticket by customer name or ticket number and retrieve the current ticket value to share with the customer.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95091 Submit a refund for a customer (ticketing)

Agents can select a ticket, enter the reason for the refund, and submit the

☐ Native ☐ request to Revenue Control for review and processing.

Roadmap ☐ Not Supported

95098 Add rides back to multi-ride tickets

Agents can add rides back to a customer's multi-ride ticket, for example following a service error or policy-approved correction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95100 Upgrade a ticket Agents can upgrade a customer's existing ticket to a higher-value product, applying appropriate pricing adjustments and issuing updated confirmation.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95103 Downgrade a ticket and issue partial refund

Agents can downgrade a customer's ticket and initiate a partial refund for the difference in value, subject to refund policy.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95075 View audit log of info agent actions (reservations)

Admin can view a complete audit trail of all actions taken by information agents within the reservations module.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95076 View audit log of web agent actions (reservations)

Admin can view a complete audit trail of all actions taken by web agents within the reservations module.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95078 View audit log of super user actions (reservations)

Admin can view a complete audit trail of all actions performed under elevated super user permissions in the reservations module.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95107 View audit log of info agent actions (ticketing)

Admin can view a complete audit trail of all actions taken by information agents within the ticketing module.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

95108 View audit log of web agent actions (ticketing)

Admin can view a complete audit trail of all actions taken by web agents within the ticketing module.

☐ Native ☐

Supported

95109 View audit log of super user actions (ticketing)

Admin can view a complete audit trail of all actions performed under elevated super user permissions in the ticketing module.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

9. Ticket Redemption & Validation

80501 Ticket redemption at tollbooth terminals

The system shall support ticket redemption and validation at tollbooth terminals for both vehicles and walk-up passengers.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80502 Ticket redemption at turnstile gates

The system shall support ticket redemption at turnstile gates for walk-on passenger boarding lanes.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80503 Ticket redemption via handheld devices

The system shall support ticket redemption and validation via handheld mobile devices used by WSF staff at terminals and on vessels.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80504 Reservation redemption at tollbooth

The system shall support reservation redemption at tollbooth terminals, validating active reservations and updating reservation status in real time upon redemption.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80505 Barcode and QR code scanning

The system shall support barcode and QR code scanning for ticket and reservation validation across all supported device types (tollbooth, turnstile, handheld).

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80506 Manual ticket lookup as fallback

The system shall support manual ticket and reservation lookup as a fallback redemption method when scanning fails or for customer service override scenarios.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80507 Real-time status update on redemption

Ticket and reservation status shall be updated in real time upon redemption to prevent duplicate use and support accurate occupancy tracking.

Custom Dev ☐ Roadmap ☐ Not Supported

NEW Good To Go! as a form of payment

Allow Good To Go! account holders to use their Good To Go! account balance as a form of payment

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

10. Payment Processing & PCI Compliance

80601 No on-premises card data storage

The system shall process credit and debit card payments without storing cardholder data on WSF premises, eliminating WSF's current PCI compliance audit burden.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80602 PCI-DSS compliance The system shall be fully PCI-DSS compliant, with vendor responsibility for maintaining certification. Vendor must provide documentation of current PCI- DSS certification level. Vendors shall describe how their solution reduces WSF's PCI-DSS assessed scope, including the use of validated point-to-point encryption (P2PE) at point of capture, tokenization, and network segmentation, and shall identify the Self-Assessment Questionnaire (SAQ) type WSF would be eligible for under the proposed architecture.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80603 Payment tokenization The system shall support tokenization for all payment card data at point of capture, including for reservation fee holds and stored payment methods.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80606 Support for ORCA and all other payment methods

The system shall support ORCA and all other payment methods across all customer-facing points of sale and validation, including tollbooth terminals, turnstile gates, kiosks, handheld devices,.

Vendors should describe the payment types and fare media their solution supports, including contactless EMV, mobile wallet, account-based fare media, and regional transit fare cards, and identify any that would require third-

☐ Native ☐ Configurable ☐ Custom Dev ☐ party components or custom development.

80604 Refunds and corrections via web store

Staff shall be able to process fare refunds and ticket corrections via the web store back-office without requiring developer intervention.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80605 Auditable transaction history

The system shall maintain a complete, auditable transaction history for all payment events to support financial reconciliation and compliance reporting.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

11. Fare Corrections & Exchanges

80701 Fare exchange at tollbooth The system shall support fare exchange at the tollbooth when a customer has purchased the wrong fare online, minimizing throughput impact during the exchange transaction.

☐ Native ☐ Configurable ☐ Custom Dev ☐ Roadmap ☐ Not Supported

80702 Staff-initiated ticket…