40-52100-24-06142_40-52100-24-06142 - Central Reservation System Services Q&A.pdf.PDF

STATE PURCHASING

OF THE

GENERAL SERVICES DEPARTMENT

AND

THE STATE OF NEW MEXICO, ENERGY, MINERALS AND

NATURAL RESOURCES DEPARTMENT,

REQUEST FOR PROPOSALS (RFP)

Central Reservation System Services for the State Parks Division

Questions and Answers

RFP # 40-52100-24-06142

RFP Release Date: July 4, 2024 Proposal Due Date: July 30, 2024

ELECTRONIC-ONLY PROPOSAL SUBMISSION

QUESTION

NUMBER ORIGINAL QUESTION RESPONSE TO ORIGINAL QUESTION

RFP REFERENCING

INFORMATION

RFP Section RFP Page Number

Operating System of CRS

1 Framework, functionality, and aesthetics that bidder should align with?

Please see Scope of Procurement on page 1. We are also not sure what you are asking. Therefore, we cannot respond.

Scope of Procurement 1

RFP mentions the CRS should “Provide a printable record of activities by date, month, and year”. We would like to ask for examples of the types of records you are looking for (ex: Normal business operations such as Reservation Creation OR administrative operations such as updating rates for your sites).

"Provide a printable record of activities" refers to generating detailed reports of specific actions. For example, it includes reports on reservations categorized by site, donations, cancellations season, and channel source, among many other potential report types.

Section IV. 25

RFP mentions Capacity for the State Parks Division to query the CRS to collect reports on reservation site status, customer data, site availability, usage data by site, financial information, and other information. We ask for clarification on whether the state is looking for access to a Database to allow querying or extensive reporting to be provided in the User Interface or a combination of both.

The Division seeks the ability to query and request custom reports, ideally through a work ticket system or point of contact. We are open to other ideas.

Section IV. 23

RFP mentions “Provide app options for mobile devices that can be deployed to the field as POS system to modify reservations.” We ask for further clarification on this. Could you provide more detail on exactly what it is you would like from this feature?

We are expecting the app to function in a similar way as the online reservation system for users. We look forward to seeing what you may propose.

Section V. 4 B.

4 33 and 39

RFP mentions in reference to a merchandise experience with or ability to provide a website that features an engaging user interface and is accessible on mobile devices. The website should include all pertinent general park information…”. Then in Section IV.B.r., (Page 28) RFP mentions “Describe experience with or ability to provide a CRS that will allow internet users to be able to access the reservation site through the State Parks Division website. The system should include a unique URL and a custom landing page, ensuring a seamless transfer to the Contractor’s customized state parks website.” We would like to ask for clarification on the expectations for the “website”. Is the State looking for Offeror to build the State Parks website or is the term “website” referring more to description / checkout pages (hosted and run by Offeror) that link out from main parks website (hosted and run by the State)?

All we are referring to here is that we have a link on our website that takes customers directly to your website to make reservations and other potential features such as purchasing merchandise.

Section IV. 27

RFP mentions that the CRS shall also provide access to State Parks Division staff, so staff may make reservations on behalf of visitors who choose not to use the CRS, without charge to the visitor or the State Parks Division. We ask for clarification on your expectations on this; does this mean that if the pricing package is transactionally burdened, the state expects that there would be no transactional/service fee associated with a reservation that is input by a representative of the state? If so, we ask for clarification on what percentage of reservations the state anticipates will be entered by state representatives annually.

This is how our current CRS is functioning in this regard.

We are interested in reading your proposal that addresses this.

Section IV. 22

RFP mentions “Contractor shall install, at its main location and at as many other locations as required, emergency electrical generators that will automatically start and pick up the electrical load should any disruption of primary electrical power occur, including an uninterruptible power supply.” We ask for clarification on the application of this requirement to cloud-based servers with cloud server redundancy protocols.

If using a cloud server that involves a third party, an acknowledgment that the facility is equipped with backup power generators is required and meets all PCI and related requirements expected of the successful offeror.

Section IV. 24

Revenue

Request park operations total revenue generated in 2023?

Please provide revenue generated and volume of transactions over the last three years for the different inventory types the reservation system processes -camping, passes, merchandise etc.

For more detail we encourage you to review the EMNRD Annual Reports at the link below:

https://www.emnrd.nm.gov/officeofsecretary/publications/

Complete listing of all parks and your Facilities / amenities? (Ex: total number of campsites, boat slips, cabins, meeting rooms, picnic shelters, restaurants, gift shops, etc.)

Please visit our website which lists all 35 state parks and amenities and campground maps.

https://www.emnrd.nm.gov/spd

We would like to ask for clarification on count of annual reservations. If possible, please provide it by type (cabin, tent, RV Site, etc).

The proposal should be based on the 51,102 nights specified in the Draft Contract, Section Appendix D, on page 67. We are just interested in your transaction fees as specified in the cost section.

Section Appendix D 67 https://www.emnrd.nm.gov/spd

Coupons

RFP mentions honoring promotional coupons. We ask for clarification on the types of promotional coupons you offer and the parameters set around them as well as amounts off. For example “Pre-season discount of 10% off of the nightly rate up to 6 nights; add-ons excluded.”

The Division currently does not use any coupons but would like to have this service available for future marketing efforts. We are looking forward to what you propose.

Section IV. 22

Scope of Work

Please confirm whether responses to the items in this section are required? If so, in what section of the response should they be included?

Please visit page 21 for Technical and Cost Proposal Format. Section IV. 21

Concurrence Letter

The structure outlined for the response submission does not include the Performance Bond Letter – Concurrence Letter. Can you please clarify where this letter should be included in the response?

In the event a performance bond is required can you please clarify the amount that should be inserted in the appropriate section of the letter that is required with the RFP submission?

Can you please clarify whether the $1M amount of the agreement applies to annual revenue to the state or some other measurement?

Can you please clarify under what circumstances CHOICE #2 would be applicable?

Please visit page 21 for Technical and Cost Proposal Format 7.f.

For the amount please see the Draft Contract page 55.

Section III.

Compensation - F. Performance

Bond and Appendix C

21 and 55

DATA

How many camping site nights were booked in the parks in 2023?

How many reservations were booked?

The proposal should be based on the 51,102 nights specified in the Draft Contract, Section Appendix D, on page 67.

Current ancillary charges being charged to clients at time of booking: Booking fee, etc.?

We would like to inquire as to what the average nightly price is. If possible, please provide it by type (cabin, tent, RV Site, etc).

We do not understand what you are asking about current ancillary charges.

We invite you to visit our current provider's website to find this information.

We would like to inquire as to what the average number of nights per reservation is.

What was the average length of stay?

We don’t have a specific answer other than weekend bookings are popular.

Percentage of overnight camping that is allocated to walk-in, first come first served sites vs. pre-reservable inventory- if any?

The Division has 80% of its online inventory, while 20% includes walk-ins, etc.

17 Average Daily Website Traffic & Mobile vs.

Desktop purchase percentage?

We do not understand your question.

Please provide the following for the last three years:

• Number of reservations made for one night, two nights and three nights or more.

• Number of reservation cancellations

• Number of Annual Camping Permits (ACP) sold.

• Number of Annual Day-Use Pass (ADU) sold.

• Number of Retail transactions

• Percentage of transactions made online, via call center, park locations, or other

We invite you to review the EMNRD Annual Report:

Passes and Fulfillment

Please provide the following for the last three years:

• Number of reservations made for one night, two nights and three nights or more.

• Number of reservation cancellations

• Number of Annual Camping Permits (ACP) sold.

• Number of Annual Day-Use Pass (ADU) sold.

• Number of Retail transactions

For more detail we encourage you to review the EMNRD Annual Reports at the link below:

We currently do not do retail transactions.

Undeliverable / Return Mail - Who would be responsible for processing? State Agency or Brandt Fulfillment[Offeror]?

What would be the Print Turnaround SLA for these items? IE These should be mailed within X amount of days of Reservation Transaction.

The contractor is responsible for fulfillment, voiding lost passes, and handling returned mail. Please include timelines in your proposal and indicate if mail tracking is available.

Section IV. 26

How are camping passes/permits currently sold?

RFP mentions sale of Day Use Passes and Annual Camping Permits. We ask for clarification as to how many Day Use Passes and Annual Camping Permits are sold annually.

Please provide the number of passes, gift/reward cards fulfilled annually

Annual Camping Passes and Annual Day-Use Permits are available for purchase at the parks and through the CRS.

For more detail we encourage you to review the EMNRD Annual Reports at the link below:

https://www.emnrd.nm.gov/officeofsecretary/publications/

Currently, gift/reward cards are not offered.

Section IV. 31

RFP mentions honoring Disabled Veteran Camping Passes. We ask for clarification on how these are currently obtained for use by the Veterans.

How are the Disabled Veterans Camping Passes currently being accepted?

The Santa Fe Office issues these passes to Disabled Veterans using a list provided by NM Veterans Affairs Dept. We wish to move this to the CRS.

The Disabled Veteran Pass is accepted at the park and online through the current CRS.

Section IV. 27

RFP mentions validating passes. We ask for clarification on your current process to validate passes.

There are multiple ways and we look forward to your proposal describing your validation process.

How do you currently store/validate camping passes?

Can this information be exported from the current management system?

Our current CRS provider currently stores and validates passes.

We are not sure what information you are asking that can be exported.

Background Information 1

RFP mentions honoring Lifetime Passes. We ask for clarification on how these Lifetime Passes work and the parameters set around them. For example “A guest carrying a Lifetime Pass receives free camping for life. Only the nightly rate is discounted to free. Add-ons are excluded. Lifetime passes have an ID number associated with them.” In addition, our understanding is that the Lifetime Pass is no longer sold, but those in circulation need to be recognized.

Is our understanding correct?

Yes, Lifetime Passes are valid for Day-Use or Basic Camping (excluding utilities) at any New Mexico State Park.

Section IV. 22

Would the agency be interested in selling a Durable Card (hard card) for the Annual Day Use pass holders or the Annual Camping Permit holders?

These optional collector durable hard cards would be fulfilled by the vendor and would also include NM’s branding.

This could feature artwork options while also displaying relevant ADU license info. We currently do this hard card (optional collector’s durable hard card, annual, non-renewable fulfilled by Brandt [Offeror] with NM branding)?

The Division is open to improving any process. We look forward to your proposal discussing these options.

Deadlines

Is it possible for the RFP of July 30 to be extended?

With an RFP release date of 7/4/2024, answers to posted questions anticipated for 7/19/2024, and a response due date of 7/30/2024, would the State be willing to extend the current RFP due date to allow bidders more time to prepare and submit their response?

*At this time, the Agency does not anticipate extending the submission deadline.

Section II.

Sequence of

Events

Marketing and Merchandise

RFP mentions accommodating various State Parks Division promotional/marketing strategies. We see promotions for New Mexico Day, are there others that you currently run at different times of the year that you would like us to accommodate?

The Division hosts various annual events and special events, among others which may or may not involve promotions affecting day-use or camping fees. We will work with the Contractor if we want to offer special promotions.

Section IV. 38 and 33

To what extent would you like the vendor to manage your marketing? E.g. - acting as a full marketing, media planning, and advertising agency, vs. an existing team being able to market the properties via the vendor’s platform?

State Parks has a Marketing Manager who will work with the successful Offeror on various marketing opportunities.

Please see various sections in the RFP that discuss Marketing.

RFP mentions in reference to a merchandise program, it is understood that the vendor will supply the POS, inventory control and dropship options;

however will the vendor be responsible for design and sourcing of merchandise assets or will New Mexico manage the assets and the vendor manage the purchase and distribution

New Mexico State Parks will be responsible for design and sourcing.

Section IV. 33

Call Center & Customer Service

We would like to ask for elaboration on Call Volume. Is there an approximate number of calls you could provide us with? Any further detail you have as to the breakdown of calls would also be very helpful (count to make a reservation, count to modify a reservation, count for general assistance, count for park staff needing assistance with the system).

Can you share data on the call traffic for your call center?

Can the state provide the current monthly call volumes for the call center/help desk for the last three years?

What are the volumes outside of normal business hours for the last three years?

Please provide monthly call center volumes for inbound calls in the last three years.

Over the past several years the total of reservations made through the Call Center was approximately 6%.

The Scope of Work of the Call Center can be found on page 25 in the Draft Contract.

Section V. Pg 25 and

Would you consider an overseas call-center solution, provided that the employed representatives meet the other requirements outlined in the RFP?

Overseas Call Centers may be acceptable. Please see the Scope of Work for the Call Center on page 25.

Section IV. 25

As written in the RFP, “The Call Center shall be operational 24/7, year round:

Would the State be willing to consider using various modern technology services to meet the 24/7 Call Center/Help Desk availability requirement?

While aiming to promote online transaction capabilities, is there a willingness to encourage traffic (via pricing or other means) to online

The Division anticipates that a customer calling after hours will be able to talk to somebody to log their call for assistance when the Call center reopens. We look forward to seeing your proposal response describing your Call Center Operations and modern technologies used.

There are no disqualifications for what is contained in your proposal. However, please look at pages 34 and 68 for items that may result in disqualifications.

Draft Contract 34 and 68 reservations as opposed to call center and in person transactions?

Regarding the requirements for 24/7 requirement refers to sales agent operations or to help desk support? Also is the expectation that the Call Center is operational 24/7/365 or that agents are taking calls 24/7/365?

Regarding the requirements for 24/7 Help Desk and Call Center - please confirm that if we offer hours less than 24/7 (including extended late hours in the busy season) that our proposal will not be automatically disqualified.

33 Would the State consider a pricing model for calls handled after normal business hours?

We are expecting to see your proposal for operating a 24/7 call center year-round.

Section IV. 25

RFP mentions complaint resolution. We ask for elaboration on complaint resolution. Does this refer to CRM-type capabilities or generally the offeror’s commitment to resolving complaints from you and/or your guests?

We anticipate that the Offeror will address how they will resolve complaints received and be committed to this process.

Under Section I.B 1

Kiosks

How many kiosks are expected to be required?

RFP mentions kiosks. We ask for clarification on the number of kiosks that would be desired by the state

As kiosks can offer various services, please specify which services you would like the kiosk to provide at initial installation. For example, we assume day and annual passes would be part of your initial use case:

"We would like guests to be able to use the kiosk to print a pass, which they would place on their car dashboard for the Park Ranger to see as proof of payment."

Please provide guidance on additional services, if any, such as the ability to book reservations or order physical items (e.g., firewood, case of water) for delivery to the site.

We would also like to know if the state is open to suggestions about adjustments to processes (regarding how the kiosk or alternative is used) that may provide some beneficial alternatives.

The kiosks may be installed in phases initially targeting the parks that have suitable connectivity and power; State Parks will work with the Contractor in determining which parks initially.

The Division is open to learning about the features and capabilities of kiosks. Since kiosks are a new feature as part of our modernization efforts, we would like proposals to include descriptions and capabilities of their kiosks that enhance the customer experience, and servicing and upgrades processes.

Additionally, please specify the source of power and internet for the kiosks. This could be hardwired power or solar, and internet connectivity via Wi-Fi or cellular.

Are there specific kiosk features required?

Aside from Kiosks as detailed in the RFP, are there any additional hardware requirements needed (i.e.

scanners, POS devices, printers, etc.)?

If so, what types and how many units would need to be provided?

Post launch, will Brandt [Offeror] be expected to maintain an inventory of replacement/spare parts and service them going forward? If so, what are the expected response times (SLAs)?

Fees and Merchant of Record & Tax

We would like elaboration on how the previous system handled New Mexico’s Marketplace Facilitator Law and Gross Receipts Tax. Given that these are State Parks, does the State have any special exemptions to these laws and taxes that we should be aware of?

If the successful offer is based and all services under the contract are performed out of state then the Contractor is not subject to Gross Receipts Tax. The New Mexico Tax and Revenue Department will verify the registration.

37 Current notable vendors being used within Parks:

POS, Credit Processor, etc.?

Wells Fargo provides merchant services for the State of New Mexico.

Would you consider an agreement where EMNRD or the State Parks Division is the merchant of record, accepting funding directly from the guests, and being billed for services rendered?

Is it possible for the state to be the merchant of record rather than the vendor? In this arrangement, credit card payments are deposited into the state's bank account rather than the vendor's, and the vendor would invoice the state on an agreed-upon frequency.

Would the State be willing to consider having the vendor be the merchant of record and credit card processor? Would the vendor be authorized to charge a processing fee to the customer for each credit card transaction?

No, State Parks will not be the Merchant of Record. The contractor will be responsible for collecting payments and maintaining PCI compliance.

Please refer to B.3 Mandatory Specifications in Section F.

on page 38 for the scoring criteria related to the wire transfer of funds.

Section V. 38

Pay for all fees associated with the processing of credit cards for the Call Center, mobile app, and Internet transactions for all reservations.

Please confirm that the vendor will be merchant of

The contractor is the Merchant of Record. The contractor will cover all credit card fees using their payment processing vendor. Please refer to page 24 for details.

Section V. Pg 24 record and transfer funds from our account to the states, as well as pay the credit card fees. Please also confirm who is responsible to pay the fees for in-person credit card transactions done at your parks locations- will this also be the vendor?

Can you please confirm that the distribution of funds to EMNRD would not include Contractor fees which would be retained?

The funds transferred to EMNRD will not include the cost of the Contractor’s fees charged to customers. We look forward to your proposals describing the kiosk installations and associated costs.

Draft Contract 54

Can you please confirm what items would be included in this line item? Is this in addition to the per reservation night and cancellation fees?

This line item is for the Draft Contract only. If awarded this section will be filled out with the agreed price per Reservation, Cancellation, and Pass processing handling fee.

Draft Contract 54

RFP mentions reservation of Meeting Rooms. We ask for further elaboration on how many meeting rooms the state has and on what increments they are to be rented (ex: half day increments, or whole day increments). Additionally, we would like to inquire about how many reservations for meeting rooms are taken annually and what the current meeting room booking fee is to the guest.

Currently, meeting rooms are not available for online booking. The Division would like to offer this option on the

CRS.

Are you willing to accept edits/redlines to Appendix C to match the scope of services offered by a vendor in this RFP process?

Please go to Section IV B. 15 Section IV B.

15 13

Deadline for Transfer

When does the current contract end with your current vendor? Also, can the State confirm the anticipated Go-Live of the new CRS system is November 28, 2024?

The current contract will end November 28, 2024. The new Contractor will need to be fully operational at midnight, on November 28, 2024.

Section V Page 51