7-Section 5 SPECIFICATIONS AND ADDITIONAL QUESTIONS.pdf-1.pdf

REQUEST FOR PROPOSAL

SECTION 5 - SPECIFICATIONS AND ADDITIONAL QUESTIONS

5.1 General

Minimum requirements and specifications for Work, as well as certain requests for information to be provided by Proposer as part of its proposal, are set forth below. As indicated in Section 2.3, Contractor means the successful Proposer.

5.2 Minimum Requirements

Each Proposal must include information that clearly indicates that Proposer meets each of the following minimum qualification requirements:

5.2.1 Proposer can perform all objectives outlined in Section 5.4, Scope of Work.

5.2.2 Proposer has experience with a similar Scope of Work and can thoroughly describe its approach to fulfilling the Scope of Work and University’s needs.

5.2.3 Proposer can comply with the requirements described in the Sample Agreement (Appendix Two) of this

RFP.

5.3 Additional Questions Specific to this RFP

Proposer must submit the following information as part of Proposer’s proposal:

5.3.1 If Proposer takes exception to any terms or conditions set forth in APPENDIX TWO), Proposer must submit a list of the exceptions.

5.3.2 In its proposal, Proposer must indicate whether it will consent to include in the Agreement the “Access by

Individuals with Disabilities” language that is set forth in APPENDIX FIVE, Access by Individuals with Disabilities. If Proposer objects to the inclusion of the “Access by Individuals with Disabilities” language in the Agreement, Proposer must, as part of its proposal, specifically identify and describe in detail all of the reasons for Proposer’s objection. NOTE: A GENERAL OBJECTION IS NOT AN ACCEPTABLE

RESPONSE TO THIS QUESTION.

5.3.3 In its proposal, Proposer must respond to each item listed in APPENDIX SIX, Electronic and Information

Resources (EIR) Environment Specifications. APPENDIX SIX will establish specifications, representations, warranties and agreements related to the EIR that Proposer is offering to provide to University. Responses to APPENDIX SIX will be incorporated into the Agreement and will be binding on Contractor.

5.3.4 In accordance with §361.965(d), Health and Safety Code, Proposer must demonstrate whether it has a program to recycle the computer equipment of other manufacturers, including collection events and manufacturer initiatives to accept computer equipment labeled with another manufacturer's brand.]

5.3.5 In its proposal, Proposer must respond to each item listed in APPENDIX SEVEN, Security Characteristics and Functionality of Contractor’s Information Resources. APPENDIX SEVEN will establish specifications, representations, warranties and agreements related to the EIR that Proposer is offering to provide to University. Responses to APPENDIX SEVEN will be incorporated into the Agreement and will be binding on Contractor.

5.4 Scope of Work

The University of Texas at Tyler is seeking proposals for a computerized ticketing platform to be used in the administration of programs at the R. Don Cowan Fine and Performing Arts Center as well as other campus event spaces. University is seeking a cloud-based ticketing solution that integrates all current ticketing technologies and distribution channels. Tickets for events will be available for purchase through various on-campus facilities, as well as via telephone and internet. Proposer will provide efficient and quality customer service, knowledge, experience, software, hardware, and personnel. Proposer will assign dedicated staff member(s) to perform these services, oversee all services related to the computerized ticketing platform, and facilitate communication and problem resolution, and be available to meet regularly with University. Strategic priorities include increasing patron engagement, box office efficiencies, and integration with University systems.

The platform must be PCI compliant. Currently, The University of Texas at Tyler uses Authorize.net and Global Payments as payment gateways and TouchNet for commerce integration. System integrations allowing the use of University payment processors are preferred.

Proposer responding to this RFP agrees;

5.4.1 Proposer shall provide and utilize technological advances typical for the industry.

5.4.2 Proposer shall provide proper support staff with the knowledge, technology, and professionalism to accomplish these services.

5.4.3 Proposer shall provide, at a minimum, the following additional services to its fully integrated individual, group, and season ticketing platform: venue access control (barcoding and integrated event management tools) and customer relationship management utilities (email marketing, audience analytics and segmentation).

5.5 Hardware and Software

5.5.1 Proposer shall provide a plan for updates to and continuous improvement of its hardware and software platform during the Term.

5.5.2 The Proposer shall obtain, deliver, install, and maintain all necessary hardware and software for venue box offices, and all satellite locations. All installations of hardware and software must conform to University’s standards, and University reserves the right to review and approve any modifications.

5.5.3 Proposer must provide written plans for backup, recovery, and security procedures to ensure data integrity.

5.5.4 Proposer shall provide a comprehensive training/refresh schedule for all authorized University personnel. Proposer shall include a training schedule proposal. Which should include at a minimum, the number of days of training, maximum hours per day, and identify training support materials

5.5.5 Proposer shall provide a repair and replacement plan for hardware as required for efficient completion of the Work, but with the useful life of all hardware not to exceed four (4) years. Proposer shall be, at its sole cost, responsible for all hardware upgrades and maintenance on hardware and software. Proposer shall provide a comprehensive hardware replacement program to maximize the ticketing platform’s usage.

5.5.6 Before installation and implementation, Proposer shall test the software and each item of operational hardware to demonstrate it operates properly, and controls and safety devices are functioning.

5.5.7 Proposer and University will mutually agree on additional software and hardware needs to include installation, maintenance, repair, and operating costs beyond what is included in the original and as an amendment to the agreement.

5.5.8 Proposer to indicate the number of days required to correct any software, network, or peripheral items.

5.6 Technical Support

5.6.1 Proposer shall provide contact information for the representative that will be responsible for the service and repair of the platform software and hardware.

5.6.2 Proposer shall provide a detailed plan of how it will meet the anticipated service needs of University.

Proposer shall indicate how it will respond to emergencies, such as a breakdown or malfunction in the operation of the hardware or software, and state the guaranteed response time for emergency calls.

5.6.3 Proposer shall provide manuals, schedule, and preventative maintenance plans for all installed hardware.

5.6.4 Proposer shall provide index and reference hardware numbers..

5.7 Telephone and Internet Sales

5.7.1 Proposer has the right to act as University’s agent by telephone or internet for all tickets made available to the public for any University-sponsored or produced event. Both distribution channels shall be accessible 24/7 365 days a year.

5.7.2 Proposer shall provide services in both English and Spanish, whether through an automated system or live operators.

5.7.3 Internet website must be (“ADA compliant”), (“PCI compliant”), and maintained by Proposer.

5.7.4 Proposer shall indicate toll-free and/or a local phone number and internet address.

5.8 Additional Ticketing Distribution Site (Outlet) Sales

5.8.1 Proposer has the right to act as University’s agent at Additional Ticketing Distribution Sites (Outlets) and by telephone or internet for all tickets made available to the public for any University-sponsored or produced event.

5.8.2 Proposer shall provide University a list of all (“Third-Party Ticket Agencies”) with which Proposer has a current working relationship.

5.8.3 Proposer shall ensure adequate ticketing channels are in place to serve the greater Tyler area.

Proposer shall indicate ticketing channels.

5.9 Methods of Payment (“MOP”)

5.9.1 Proposer will provide MOPs applicable to the platform it proposed under this RFP in Section 6.2.

5.9.2 Proposer will provide a fee schedule for credit card company charges.

5.9.3 Proposer will provide the information in Section 5.16.2 for both University-hosted and Proposer-hosted options.

5.10 Storage of Event Information

5.10.1 Proposer shall indicate event information retention schedule for University-sponsored or produced events proposed under this RFP in Section 6.2.2.

5.11 Refund and Cancellation Policy

5.11.1 University will decide, in it sole discretion, whether a University-sponsored or produced event is cancelled or postponed. Information regarding the cancellation or postponement of an event will be established and written notification will be given to Proposer.

5.11.2 Proposer shall indicate their refund/cancellation policy and procedures and include procedures for dissemination of cancellation/postponement information for University-sponsored or produced events to their distribution channels.

5.12 Marketing

5.12.1 Proposer has the ability to provide digital marketing solutions and report based on return on investment.

5.12.2 Proposer offers multi-channel marketing strategies

5.12.3 Proposer can upsell during the transaction and cart abandonment marketing options

5.12.4 Proposer can enact behavior-based retargeting 5.29 Customer Relationship Management System

5.12.5 Proposer has a current up-to-date customer relationship management system or can integrate with a third-party system