3-Attachment C - Scope of Work.pdf

SCOPE OF WORK (SOW)

Contract Term: (60 Months / 5 Years)

Agency: Utah Office of Tourism (UOT)

Platform Software: Braeze e-Learning System

Vision Statement

A state united in welcoming the world to experience awe-inspiring adventure.

Mission Statement

Our mission is to elevate life in Utah by advancing the visitor economy through marketing, stewardship, and destination development.

● Marketing: We curate messaging that inspires visitation, supports local businesses, and strengthens the Utah economy.

● Stewardship: We distribute visitation statewide and support the responsible discovery of Utah.

● Development: We partner with local communities to enhance their visitor economies, benefiting residents and visitors.

Guided by this mission and UOT’s Red Emerald Strategic Plan, we face the challenge of growing Utah’s international visitor economy and increasing the market share of high-yield inbound markets.

Goals

Primary Goal: Enhance the economic impact of international travel in Utah, with a focus on high-yield markets.

Secondary Goal: Unify Utah’s global brand through a statewide marketing framework that streamlines regional efforts, reduces overlap, and maximizes reach.

Core Objective

The contractor will maintain, support, and scale a customized, mobile-responsive B2B e-learning platform powered by the Braeze software system. This scope establishes two baseline training pillars while engineering system flexibility for future expansions:

A. Global B2B e-Learning Platform https://travel.utah.gov/wp-content/uploads/Strategic-Plan-UOT-Red-Emerald-Initiative.pdf

Targeted at travel agents, tour operators, and travel trade partners across active legacy and emerging global source markets:

● Current Active Markets: Domestic/US (English), Canada (English), UK/Ireland (English), Australia/New Zealand (English), France/Belgium (French), Germany/Switzerland (German), South Korea (Korean), and India (English).

● Strategic Deliverables: Drive quality visitation over raw volume; distribute travelers regionally;

replace traditional, high-cost sales missions with high-efficiency digital outreach; and arm global trade partners with assets, itineraries, maps, and webinars.

B. Utah Ambassador/Front Line Training Program

An in-state, frontline hospitality and tourism staff training program designed to build regional visitor-readiness and distribute responsible tourism messaging directly to visitors in-market.

Future Architecture Mandate (Scalability Clause)

The platform must preserve an open architecture. Vendor will ensure that the Braeze system remains structurally capable of seamlessly deploying Additional Languages and Versions (TBD) during Years 1–5. Supplemental language modules, localized UI updates, or targeted regional versions will be scoped, budgeted, and formalized via rolling contract amendments as determined by UOT's annual strategic objectives.

Content Maintenance, Optimization & Iteration

To ensure the platform remains fresh and aligned with changing destination trends (such as dark skies and set-jetting trails), content adjustments will follow a structured tier system:

Fabian Media

● Platform Baselines: The B2B e-learning platform maintains an estimated 60 minutes of core instructional content.

● Resource Library Management: The platform houses itineraries, media assets, maps, webinars, and podcasts. UOT retains autonomous permission to independently add, change, or remove these supplementary assets at any time.

Utah Office of Tourism - Utah.gov

● Content Updates (Years 1–5): Vendor will perform scheduled platform-wide content updates twice annually. The baseline maintenance budget accounts for a 10% structural alteration to existing content and the creation of 15 minutes of brand-new content per year. Any maintenance or creation exceeding these limits will trigger a mutually negotiated amendment to the contract.

● Localization Sync: Global language updates will be structured to mirror the master English iteration: localized translation variations, editing, and regional quality assurance checks.

Account Management & System Operations

Vendor will maintain structured operations to guarantee high-performance project execution:

Account Roles & Communication

● Project Manager (PM): Serving as primary operational contact. The PM hosts status synchronization meetings (cadence TBD) during heavy development cycles (e.g., configuring new languages), transitioning to quarterly performance review meetings during sustained operations. The PM provides real-time transparency via a shared project dashboard.

● Escalation Pathways: An Account Executive provides senior oversight. Escalations, high-level communications, and strategic adjustments will run directly through the UOT Global Markets Director.

● Tooling Infrastructure: Project workflows, task lists, and version management are anchored in Smartsheet. File storage, documentation iterations, and large-media sharing utilize Google Drive.

Technical Specifications, Data & Privacy

The Braeze platform must fulfill strict state technical compliance standards and data management practices:

● Hosting Sandbox & Infrastructure: Hosted via Amazon Web Services (AWS) utilizing compliant PHP, HTML, and MySQL frameworks. Infrastructure boasts an audited 99.9% system uptime guarantee.

● Disaster Recovery: Automated nightly off-site backups capture the entire application architecture, customized courseware content, and progress-tracking records. If system downtime exceeds 24 consecutive hours, ICOM will issue a pro-rated software hosting credit to UOT for the length of the service failure.

● Optional CRM Interoperability: Built with an open API architecture optimized for direct data integration with a CRM system. The efficiency, data syncing, and utility of this CRM bridge will be assessed regularly by UOT, as applicable.

● Analytics Dashboard: Operates a real-time analytics panel allowing UOT staff to export user performance straight to CSV/Excel formats. Monitored indicators must capture conversion metrics, engagement indices, and course graduation rates. Learner profiles will cleanly track business/consortium identities, source countries, language-tracking preferences, and specific promotional/outreach tracking codes.

● Data Privacy & Compliance: The application and its registration logic will maintain structural compliance with all relevant data privacy regulations across our source markets, specifically adhering to the General Data Protection Regulation (GDPR) and local consumer privacy guidelines.

5-Year Budget

This contract is funded via the legislated Tourism Marketing Performance Account (Fund). Funding allocations are confirmed annually, meaning specific yearly project paths are structured across this master 5-year plan:

The contractor will adhere to the following budget timeline and management expectations:

1. The Project Manager will lead on invoicing, review, and approve via the UOT-provided Google

Budget Sheet, and work with the UOT team lead to address any billing issues

a. A payment schedule will be followed, and timely payments will be made; any modifications to the payment schedule will be made in writing and agreed upon by both parties.

2. Year 1 Breakdown

a. Italian Build

i. Estimated: $10,400: Project Management, Content Development, Testing, Quality and Assurance

b. Breaze (Software Platform)

i. Annual fees for the Breaze license and hosting on the contractor’s secure servers: $20,000. (User data storage and system hosting fee)

3. Years 2-5: TBD based on additional language needs and content updates (refresh and front-line ambassador training, etc.). A new work order will be issued ahead of each fiscal year.

Personnel Control & Protections

UOT enters this agreement based on the specialized design expertise and engineering background of the team detailed in the contractor's proposal:

● UOT retains absolute authority to approve or reject the assignment of any member of the vendor account squad, explicitly including the dedicated Project Manager.

● Vendor must secure explicit, formal written approval from UOT before replacing any active, approved core team member.

● Any proposed substitute personnel must be evaluated by UOT and deemed to be equal to or superior in qualifications, design capability, and expertise to the professional originally assigned.