79415Att F1 - INDNR Scope of Work.docx

RFP 25-79415

ATTACHMENT F1

Scope of Work: Central Reservations Solution

A. INTRODUCTION

The mission of the Division of State Parks (DSP) within the Indiana Department of Natural Resources (INDNR) is to conserve, manage, and interpret our resources while creating memorable experiences for everyone. Important tools to help carry out this mission include 1) a robust central reservation system that provides real-time transactions and data flow, allowing for a reservation, transfer or cancellation of a facility (i.e. campsite, cabin, shelter, etc.) in multiple sales channels, and 2) an integrated retail point-of-sale (POS) system that contains a detailed inventory tracking mechanism and reporting functionality. In addition to these two primary functions, INDNR seeks a Solution with a handful of additional integrated components that are essential to DSP operations.

The goal of this RFP is to establish a Contract with an experienced Supplier to provide a single, real-time, web-based Solution with comprehensive capabilities to integrate INDNR’s functionality requirements and our customers’ service expectations into one positive interaction. For example, a customer should be able to book a campsite, buy an annual entrance pass, and register for a guided hike or rent a kayak for their upcoming stay through a single traditional online shopping cart and payment experience. INDNR’s preference is to procure a developed commercial reservation system with integrated components (“Solution”) with dynamic options for configuration or customization.

B. BACKGROUND

INDNR’s Division of State Parks manages 36 properties encompassing over 173,363 acres with an estimated 17 to 19 million visitors per year. DSP manages a diverse range of operations and facilities, from smaller off-road riding areas and parks designed primarily for hiking or wildlife viewing, to several larger properties with additional amenities like campgrounds, nature centers, and reservoirs for boating recreation. Within these properties, there is something for everyone, including but not limited to:

· 2,273 buildings

· 15 pools/aquatic centers

· 7 inns/lodges

· 20 beaches

· 7 restaurants

· 18 marinas

· 1 18-hole golf course

· 27 nature centers

· 631 inn rooms

· 8,098 campsites

· 870 miles of trails

· 181 park/inn cabins

· 61,600 acres of hunting land

· 227 picnic shelters

· 38,100 acres of lakes

· 488 full-time park/inn staff

· 84 boat ramps

· 1,970 seasonal park/inn staff

· 160+ playgrounds

Note: The seven inns/lodges/restaurants, the golf course, and a few of the camp stores owned by INDNR and located on INDNR properties are operated by the Indiana State Park Inns Authority, and the management, reservations, and operations for those specific facilities are not included in the scope of this RFP. However, their existence can influence certain logistical considerations at INDNR properties as a whole that may be mentioned in, or fall within the scope of, this RFP.

INDNR’s Central Reservation System: 2002 to Present Since December 2002, INDNR has had a web-based electronic centralized reservation system (CRS) for reserving campsites, cabins, shelters, etc. The CRS consists of three different sales channels known as the web (online), reservation phone line (or call center, formerly), and the field (in person at DNR properties). Currently, approximately ninety-five percent (95%) of reservations are made online, just over four percent (>4%) are made over-the-phone through the reservation phone line, and the remaining reservations are handled on the day of arrival as in-person walk-ins at a DNR property.

INDNR currently has the following types of facilities available for reservations through the CRS: campsites (improved and unimproved), cabins (family and primitive rent-a-camp style), group camp facilities (two are broken apart as individual reservable cottages with mess/dining halls at different times of the year), open-air shelters, enclosed recreation buildings, rally camp sites, and youth tent group camping areas.

Each facility type has specific business rules, such as the minimum/maximum booking windows, minimum/maximum stays, cancellation and transfer policy/penalties, check in/out times, season dates, and more. All business rules are compiled into a document included in this RFP as Attachment F2, INDNR CRS Business Rules for 2024-2026. Business Rules are subject to change as required by INDNR but are reviewed at least annually for necessary updates. It is expected that the awarded Solution can be configured or customized at any time to accommodate INDNR’s Business Rules and/or any modifications of those rules after initial implementation.

The following chart shows the total number of CRS reservations (by year) from 2021 to 2023 for all facility types, the number of days or nights those reservations equate to, the average length of stay for those reservations, and the corresponding gross revenue.

of Stay Gross Revenue

INDNR’s Retail Point-of-Sale System: 2016 to Present In 2016, DSP properties transitioned from an outdated cash registering system to a more accountable, integrated retail point-of-sale and inventory management system (legacy system is referred to in this section as “POS”). Currently, DSP’s financial model consists of over 140 revenue sources through which thousands of products are sold at INDNR properties, along with some limited online offerings.

Products or items sold and tracked through POS currently include, but are not limited to, various types of serialized permits and passes, daily gate and pool entrance fees, rental fees (e.g. boats, bikes, skis, toboggan sleds, etc.), gift shop items, groceries, food concessions, apparel, and special event sales (e.g. Solar Eclipse, annual native plant sales, Indianapolis Boat Sport and Travel Show, etc.).

Today, 224 individual POS stations across 36 DSP properties sell retail items and/or process customer transactions. Stations currently consist of 222 laptops/desktops and two (2) mobile units. The following chart shows the number of unique products sold through INDNR’s current POS, how many of those products (combined) were sold, and how much in non-reservation gross revenue was collected via POS transactions from 2021 to 2023.

Non-CRS (Retail) Sales

Revenue collected through INDNR’s current CRS/POS system is nearly $44 million of DSP’s total customer-based income per year, with another $1 million processed outside of the system from other sources. It is INDNR’s intention to capture all revenue through the Solution awarded from this RFP.

C. SOLUTION COMPONENTS

At a minimum, the preferred comprehensive Solution must be comprised of the following integrated components:

1. A Central Reservation System (CRS) component that seamlessly processes registrations, reservations, cancellations, and changes/transfers through an online customer-direct application, an over-the-phone/call center option, and in-person sales at INDNR properties.

2. A Point-of-Sale (POS) & Inventory Management (IM), (collectively POS/IM) component that seamlessly processes the sales, returns, and exchanges of trackable inventory through an online application, a Contractor-managed over-the-phone option, and in-person sales at INDNR properties. Note: INDNR will also consider Solutions that offer POS and IM as separate, interfaced components.

3. A Gift Card Program component that will fully integrate with or be absolved by a single INDNR agency-wide Gift Card program at some point in the future. The Solution should have the ability to sell, redeem, or refund Gift Cards by any payment method via any sales channel.

4. An Event Management component that can assign a unique umbrella identifier to an event or group with which all reservations, sales, recreation rentals, and other event- or group-related transactions may be tracked, invoiced, searched, and reported.

5. A Venue and/or Ticketing Management component that allows for online and in-person booking of tickets with various pricing structures for tours, school groups, theater/amphitheater shows, and other events with a timed start and/or limited capacity. An acceptable Solution would track and report the ticketing inventory, recognize when a venue or tour time is sold out, and suggest or offer other available options to customers. This component would also allow for a timed-entry daily entrance to be sold online in advance of arrival.

6. A Time-Managed Recreation Item Rentals component that allows for time-slot management of hourly or daily rentals of boats, bicycles, skis, snowshoes, toboggans, and other recreational items online or in-person either through an advanced reservation or in real-time.

7. A Customer Self-Service Options component to register and pay for a campsite, cabin, or other facility rental, to purchase passes/permits or daily entrance for an INDNR property, and other possible functions. This option must include methods and functionality for real-time transactions, including payment collection, receipt distribution, and financial tracking and reporting.

8. A Reward or Loyalty (VIP) Program component for customers that integrates with dollars spent across all aspects of INDNR business operations (e.g. park-operated gift shops, camping, equipment rental etc.) and automatically applies discounts or free items when established requirements have been met or available redemptions are claimed by the VIP customer.

D. CENTRAL RESERVATION SYSTEM (CRS)

INDNR is seeking a Central Reservation System (CRS) that seamlessly processes customer walk-in registrations, advance reservations, cancellations, and changes or transfer requests online, over-the-phone, or in person.

1. The Contractor shall provide the above referenced CRS to INDNR for the reservation of a variety of facilities, including, but not limited to, campsites, shelter houses, recreational buildings, group camps, cabins, rent-a-camp cabins, cottages, and other rental facilities as required or added by INDNR.

2. The Attachment F2, INDNR CRS Business Rules for 2025 – 2026, must be followed throughout the implementation and execution of the CRS, recognizing that these Business Rules are subject to modification annually via INDNR committee review, or State policy, rule, or legislative changes.

3. The CRS must fully integrate and interface with the other seven (7) components of the Solution requested in this RFP including, but not limited to, a forward-facing user interface, process workflow for INDNR users, transaction history, revenue flow until completion through the State’s Financial System, and backend reporting functionality.

4. A single dedicated forward-facing web address of Camp.IN.Gov must be maintained for the purpose of allowing and managing INDNR Reservations ONLY. All reservations, cancellations, transfers/changes, and other transactions shall be directed and promoted through this web domain. All marketing materials and promotional messaging shall direct customers to use Camp.IN.Gov for making INDNR facility reservations.

5. The CRS must manage available rentable inventory on a real-time basis without delay in booking or processing inventory changes for both the external customer and the INDNR field staff/management. For example, when a site is placed in a shopping cart, that site is unavailable to other customers until it is either booked/paid for, has been inactive for a pre-determined period of time, or the cart has been abandoned. Once a piece of inventory has been paid for and confirmed, it is no longer reservable by another person. There should be no delay between the site reservation and visible availability to others.

6. The CRS must provide an option that, in the event of a connectivity outage at an INDNR property, a freeze can be placed on the web or phone line reservations, allowing only offline walk-in registrations at INDNR properties, which will then sync-up when connectivity is back online, and all sales channels become active again. The reverse option must also be available – in the event of a connectivity outage in at an INDNR property, the decision can be made to block all in-person walk-in registrations, allowing only advance reservations online and over-the-phone until connectivity is restored. Each of these options should be as seamless as possible and involve little-to-no manual manipulation of inventory or rules.

7. The CRS component will be a part of Phase 1 of the Implementation Plan, as outlined in this RFP.

E. POINT-OF-SALE (POS) & INVENTORY MANAGEMENT (IM)

INDNR is seeking a retail Point-of-Sale (POS) cash registering Solution that contains a comprehensive Inventory Management (IM) mechanism, which is integrated with the CRS and all other components of this RFP. This POS/IM portion of the Solution will seamlessly process sale, return, and exchange transactions and track product inventory for all sales channels.

1. The Contractor shall provide the above referenced POS/IM to INDNR across offices, gatehouses, camp stores, gift shops, concessions, and other revenue collection locations at INDNR properties. IM capabilities shall track both the initial and ongoing product supply, plus the outgoing product sales, of the following types of products at each location: a variety of entrance passes, use permits, and other fees, apparel, household goods, prepared food and beverages, groceries, vending, toys, gifts, handmade crafts, and much more.

2. Almost all POS/IM transactions will occur in-person at INDNR properties; however, a limited number of items must be available through other sales channels when related to stand-alone donations, entrance and day-use passes, etc.

3. The Attachment F3 INDNR POS Active Product List is a current list of all active retail POS/IM products. This list of roughly 7,800 products is for reference only; a final version will be provided to the Contractor during implementation. For reference, approximately 3,600 of the active products were sold/used in calendar year 2023.

4. The POS/IM must be fully integrated and shall interface with the other seven (7) components of the Solution requested in this RFP including, but not limited to, a forward-facing user interface, process workflow for INDNR users, transaction history, revenue flow until completion through the State’s Financial System, and backend reporting functionality.

5. The POS/IM component will be a part of Phase 1 of the Implementation Plan, as outlined in this RFP.

F. GIFT CARD PROGRAM

The Solution should include a Gift Card component that accepts and identifies a Gift Card payment type across all integrated components.

1. Contractor to provide a physical, sturdy, credit-card-like Gift Card option, using INDNR-designed and/or -approved artwork, at no additional charge to INDNR. Contractor to also provide an online or electronic Gift Card option, which can be emailed to customers. (NOTE: Unless otherwise noted, the term “Gift Card” will refer to both hard-card and electronic options.)

2. Solution shall have the ability across all sales channels to:

a. sell Gift Cards via any payment type

b. redeem Gift Cards

c. reload Gift Cards with additional funds

d. refund or issue credits to Gift Cards (with INDNR initiation or pre-approval)

e. check the balance of a Gift Card

3. Solution shall capture the revenue related to Gift Card transactions upon the redemption of the Gift Card, and not its original sale, appropriating collected funds to the correct account accordingly.

4. Gift Card component must be able to fully integrate into, or be absolved by, a single INDNR agency-wide Gift Card program as one develops in the near future, including, but not limited to the transfer of funds not redeemed and liability of outstanding balances of the Contractor’s Gift Card program.

5. Gift Card component must be fully integrated and shall interface with the other seven (7) components of the Solution requested in this RFP including, but not limited to, a forward-facing user interface, process workflow for INDNR users, transaction history, revenue flow until completion through the State’s Financial System, and backend reporting functionality.

6. If available, the Gift Card component should be integrated into Apple and Google Wallets.

7. Contractor’s Gift Card component will be a part of Phase 1 of the Implementation plan and will “go live” for customers simultaneously with the CRS and POS/IM components as outlined in this RFP.

G. EVENT MANAGEMENT

INDNR is seeking an Event Management component that will assign a unique umbrella identifier to an event or group with which all reservations, sales, recreation rentals, and other event- or group-related transactions may be tracked, invoiced, searched, and reported.

1. Contractor to provide an integrated Event Management component to organize and coordinate all aspects of multi-faceted gatherings that occur on INDNR properties, including but not limited to corporate events, large meetings, weddings, fundraisers, special events, family reunions, etc.

2. At minimum, event- or group-related information that is tracked and stored electronically using the unique group or event identifier shall include the following:

a. All reservation numbers for campsites, shelters, and other facilities

b. All related point-of-sale transaction numbers for transactions occurring before, during, or after the event

c. All rentals of recreation items (e.g. boats, bicycles, etc.) occurring before or during the event

d. All INDNR Special Event permits or Vendor Permits related to the event, including the Special Event application fee initially charged prior to the issuance of a permit

3. Event Management shall include evaluation or scoring capabilities related to Special Event Permits. Functionality must be visible for INDNR staff with approved access and through administrative reporting under the assigned unique identifier for the group or event.

4. Although reporting and analysis of Event Management shall be viewable through individual and event-wide transactions, the Contractor will configure the Solution to treat all revenue recording and reporting from the individual event transactions in the same way as non-event transactions.

5. Not all Event Management criteria will have to be used for every event, and some events will require more information and data tracking than others. The minimum number of criteria needed for a basic build of an Event will be determined between INDNR and the Contractor during implementation planning.

6. Event Management shall have the ability to perform delayed invoicing or to “run a tab” of charges for the group throughout their stay, with payment being applied at the end of their stay through an accepted method of payment, or by generating an invoice that must be paid within a specified period of time per the rules determined by INDNR.

7. The Event Management component will be a part of Phase 2 of the Implementation Plan, as outlined in this RFP.

H. VENUE AND/OR TICKETING MANAGEMENT

INDNR is seeking a Venue and/or Ticketing Management component that allows for the online, over-the-phone, and in-person purchase of tickets with various pricing structures for property tours, school groups, theater/amphitheater shows, and other events that may have a timed start and/or have a limited capacity. An acceptable Solution would track and report the ticketing inventory, recognize when a venue or tour time is sold out, and suggest or offer other available options to customers. This component would also allow for a timed-entry daily entrance to be sold online in advance of arrival.

1. The Venue/Ticketing Management component shall offer individual tickets or group sales tickets for venues that include, but are not limited to, guided museum tours, cave tours, room/facility rentals, fossil bed tours, pre-timed video showings, amphitheater concerts, historic pioneer village tours, etc.

2. Venue/Ticketing Management shall seamlessly process the sale of tour, venue, special event, concert, and other tickets and/or venue management across all three sales channels of the Solution.

3. Venue/Ticketing Management must have the ability to set the following parameters or meet the following criteria, depending on the type of tour, program, room rental, or other facility or event that is being booked:

a. Ensure that different areas of a facility are available for rental within defined capacities and time frames. For example, individual or multiple rooms may be rented, or the entire facility may be an available option depending on the space needed.

b. Allow school groups and/or other pre-defined groups to choose programs from a list of available topics that would be included in their price range and purchase related tickets prior to their arrival date.

c. Ability to provide registrations for interpretive programs following a specific quantity or capacity limit, and then stop sales once the limitation has been met.

d. Ability to bring standard ticket pricing to zero ($0.00) with the application of a special promotional code or other discounting method provided to specific groups or events by INDNR.

e. Allow group organizers of approved special events to purchase event tickets online and track participation, while also allowing INDNR to evaluate the need for and apply additional capacity fees.

f. Ability to authorize and/or charge a damage deposit prior to an event, rental, or reservation, and to charge a card on file with damages/cleaning fees at the conclusion of the event, rental, or reservation.

g. Allow for add-ons related to room or facility rental, such as chairs, tables, linens, rent-an-interpreter, etc.

h. Ability to charge a daily parking fee in advance of arrival, with ability for customers to print and save a tag or receipt for display in their vehicle or for reference on their mobile device.

4. The Venue and/or Ticketing Management component will be a part of Phase 2 of the Implementation Plan, as outlined in this RFP.

I. TIME-MANAGED RECREATION ITEM RENTALS

INDNR is seeking a Time-Managed Recreation Item Rentals component that allows for time-slot management of hourly or daily rentals of boats, bicycles, skis, snowshoes, toboggans, and other recreational items online or in-person either through an advanced reservation or in real-time. (NOTE: Unless otherwise noted, in this section the Time-Managed Recreation Item Rentals will be referred to as “Rentals”.)

1. The ideal Time-Managed Recreation Item Rental Solution shall:

a. Allow customers to reserve and pay for the short-term rental of sport and recreational items for use during their visit to an INDNR property. Booking rentals shall be available as a separate transaction, or as part of a multiple-component payment transaction. For example, a customer may reserve a weekend campsite, buy firewood, and also reserve kayaks to use from 2-3 p.m. on the Saturday afternoon of their visit.

b. Manage rentals inventory at the individual property level, shall charge customers the correct amount for the block of time the item(s) will be rented, and shall remove booked rentals from availability for other customers.

c. Provide the customer with a unique rental confirmation number that may be shown to INDNR personnel at time of rental pick-up.

d. Accommodate maintenance and rotation of equipment, removing such rentals from available inventory and allowing for real-time inventory adjustments across all sales channels.

e. Provide INDNR with administrative capabilities to keep some rentable inventory apart from available advanced online reservations for the booking of in-person walk-up rentals.

f. Present all relevant Business Rules to customers, including any agreements or waivers necessary to book rentals. Electronic templates of the appropriate required agreements and waivers shall be available onsite for in-person walk-up rentals and be presented to online customers at time of advanced booking. Ideal solution will handle all signatures electronically and also store and retain the signed agreements or waivers for a specified length of time.

g. Have options for staggered rental start and end times across dozens of items with real-time alerts to customers and INDNR staff that the rental is both nearing and at expiration.

h. Allow customers, when inventory is available, to both extend time on rentals (prior to expiration) and pay for additional time on rentals through a mobile device to avoid having to physically report back to the rental facility.

i. Have the ability to charge a customer a late fee if rentals are not returned on time.

2. The Time-Managed Recreation Item Rentals component will be a part of Phase 2 of the Implementation Plan, as outlined in this RFP.

J. CUSTOMER SELF-SERVICE OPTIONS

INDNR is seeking one or more Self-Service options that allow walk-in customers to self-register and pay for facility reservations, to conduct their own product or fee purchases, or other possible self-service functionality, as well as allow self-check ins upon arrival at an INDNR property when a facility reservation was made in advance online. Self-Service options can include physical hardware and/or additional features integrated into the software Solution.

1. Options may include new options for advanced transactions, or those that take place upon arrival at a property, such as being able to purchase a daily entrance pass while making an advance reservation online prior to a stay, or to purchase a daily entrance pass at a physical kiosk or electronic self-operated machine after parking, etc.)

2. Self-Service options pertaining to self-check in for an advance reservation shall include a method of geofencing or other location-based check-in technology are preferred, versus allowing a customer to check-in when they have not yet arrived at the property.

3. Options that would allow customers to notify management of any concerns as they arrive or while on-site during their stay, allowing the management to address the situation. These examples could include, but are not limited to electricity not working on a camp site, a restroom toilet overflowing, quiet-hour disturbances, property violations, etc. Emergencies would still be directed to emergency personnel through 911 services.

4. Currently, the INDNR administers a hard, credit-card-like card for several pass or permit types that are sold, including the various annual entrance passes. Self-Service options may include a mechanism to dispense these cards or may suggest an alternative annual pass or permit (e.g. sticker, temporary receipt for later fulfillment of hard card, etc.). Some permits sold, such as the lake permits, are already stickers.

5. INDNR is interested in exploring digital pass/permit formats and implementing tracking and reporting functionality that will provide analysis of where and how often customers are using their passes/permits. We are interested in a digital pass offering that could include incorporating geolocation tracking to provide valuable insights into customer behavior in order to tailor marketing strategies and possibly create special offers or notifications within a specific park or area.

6. Self-Service options must include a method for real-time transactions including payment collection, receipt distribution, and financial tracking and reporting functionality.

7. Self-Service options must include the ability for a walk-in customer to transact a camping registration through a QR code, kiosk, or another method, and to produce proof of that transaction so that INDNR staff know that the customer has paid for the site they are staying on (i.e. print a receipt, send receipt to phone, etc.).

8. Self-Service options would be used during various scenarios, such as unmanned, after-hours gates and offices, remote locations with limited or no INDNR staff, off-peak seasons when areas are not staffed as much or at all, etc. This may include automatic arms for entry after payment or pass usage, a parking kiosk or box that tracks entry into the park or parking space numbers that are tracked as paid or unpaid (i.e. Falls of the Ohio State Park charges for parking instead of daily vehicle entry.)

9. The Self-Service Customer Options components offered will be a part of Phase 3 of the Implementation Plan, as outlined in this RFP.

K. REWARD OR LOYALTY (VIP) PROGRAM

INDNR seeks to implement a Reward or Loyalty (VIP) Program that integrates with customer spend activity and history across all aspects of INDNR business operations (e.g. state park inns, gift shops, camping, etc.) and automatically applies discounts or free items when pre-set requirements are met, or when such redemptions are claimed by the VIP user.

1. This program should not require any manual input or manipulation of redemption awards or reporting mechanisms to determine if a person is eligible for rewards points. The system should automatically apply and deduct rewards points based on established parameters.

2. The Contractor will customize and configure the integrated Rewards or Loyalty (VIP) Program component of the application to meet the needs of INDNR.

3. The Contractor will provide a very sturdy credit-card-like hard card for the INDNR Reward/Loyalty (VIP) Program at no additional charge to INDNR.

4. INDNR will design and approve the artwork for the card prior to distribution.

5. INDNR may request that the card also be available in duplicative electronic format (to appear exactly like the physical card and number that is assigned to the customer), to be saved and incorporated into the existing DNR App and Apple and Google Wallet as well.

6. The card or electronic membership must be trackable, linkable, and searchable by a customer’s 10-digit phone number. No “new” member, loyalty, or VIP number will be assigned as one more number a person has to memorize or keep track of.

7. Accessing or redeeming points for rewards will not be a manual process that requires INDNR staff to run reports or manually deduct or transfer points or discounts. Awards shall be made automatically based on established qualifications as dollars are earned, and the customer’s phone number can be looked up at any time by INDNR staff (or at a Self-Service kiosk) to determine the points balance on in the Reward or Loyalty (VIP) Program.

8. The liability of all points earned by customers must be tracked by the Contractor through reporting functionality so that INDNR is aware of the total outstanding liability at any given time

9. The Contractor will provide fulfillment services (mailing the card) for those customers who sign up for the Reward or Loyalty (VIP) Program online or over-the-phone during the CRS, POS, or advance Recreation Item Rental workflow. However, INDNR will fulfill all other requests for the Reward or Loyalty (VIP) card in the field or through other means of customer promotion and requests.

10. All rules, points, levels for redemption, and standard operating procedures (SOP) will be determined by INDNR prior to the rollout and implementation of the Reward or Loyalty (VIP) Program. Additional rewards and promotions can be added at any time after initial implementation following the modification requests timeline and instructions outlined in the final Contract.

11. Customers will be prompted to have the option to spend their rewards on their next transaction or save them for a later time.

12. The Rewards/Loyalty (VIP) Program component will be a part of Phase 3 of the Implementation Plan, as outlined in this RFP.

L. ADMINISTRATIVE MANAGEMENT

The Administrative Management component supports all other components, including the primary eight (8) Solution Components of the system, and includes the following capabilities for use by authorized INDNR staff only:

1. General System Administration Includes administrative ability to:

a. Identify (manually or automatically through established settings) a primary Customer ID and any duplicate customer profiles (e.g. same customer with more than one Customer ID), and consolidate or merge the duplicate Customer ID(s) with the existing, primary Customer ID. The primary Customer ID’s profile must show a history of all reservations, cancellations, changes, refunds, or POS transactions, with the corresponding detailed history associated with each of those.

b. Separate customer profiles that were previously consolidated or merged, resulting in the original information (e.g. reservations, cancellations, changes, POS transactions, and corresponding associated history) going back to each original Customer ID.

c. Assign a unique identifier to each original transaction, indefinitely. No identifier may be duplicated in any manner over time or across contractual periods. All changes to the original transaction will be tracked using the same unique identifier to maintain a historical perspective.

d. Track, store, and make readily available to INDNR, all historical transaction data specific to each transaction and each customer for the period of time Contractor is in place, plus three (3) years after the expiration of the Contract and any subsequent time extensions.

e. Track data modifications via an audit trail. Audit log shall include pertinent information such as Customer ID, the old and new values for the modification(s) made, date of modification, name of user who made the change, and any relevant explanatory comments

f. Prevent an ejected, suspended, or banned customer from making a reservation, purchasing items, or making transactions in the CRS or POS systems. Method would require ability for INDNR staff to indicate that the specific Customer ID was ejected from DNR, or is otherwise suspended, and to include a timeframe in which the ejection/suspension expires. Pop-up message would notify guest, INDNR attendants, and Contractor agents of the reason for not allowing reservation or sale. INDNR Legal Team would be involved in clearance of terminology and messaging used for this component.

g. Allow role-related access level control to let some INDNR staff add a note or flag a customer with pre-defined issues or concerns that management-level staff need to be aware of. Some examples may include property ejection, payment declined, caused damaged/excessive cleaning, etc.

h. Generate confirmation emails and/or letters to customers who make, change, or cancel reservations or recreation rentals.

i. Generate pre-set, pre-registration emails and/or letters that allow customers to confirm their final details before arriving at the property.

j. Generate automated urgent phone, text, or email messaging to customers when information needs to be disseminated with varying levels of urgency – from a traffic alert related to an upcoming DNR event, to campsite closures due to flooding.

k. Require date of birth entry for those facilities that have a minimum age to rent/reserve.

l. Require specific configurable information to be entered when a restriction is required for a reservation of a certain facility type (e.g. youth tent areas are for not-for-profit (NFP) groups made up primarily of youth. Need to collect verification data of NFP status.)

m. Allow INDNR Project Manager or designed to customize or control limited aspects or messages on Camp.IN.Gov regarding urgent or critical information that needs to be visible for consumers online immediately, without having to wait on Contractor support to make the changes for INDNR.

n. Require a unique primary occupant for each and every reservation that includes an address, phone number, and email address of the person who is going to be responsible for the site/facility during their stay.

2. Application Configuration Includes administrative ability to:

a. Create new and modify existing CRS inventory or retail POS products, including name, chart of accounts information, season date(s), price/fee, taxes (county and state sales tax), start/end dates, any limitations or restrictions, and applicable rules. Pricing and fees must include options for sales, discounts, and dynamic changes.

b. Apply relevant business rules to a specific INDNR facility or inventory type, such as booking windows, lengths of stay, cancellation and transfer policies/penalties, check in/out times, season dates, and more.

c. Administer a lottery application, draw and award process for some inventory types that allows a customer an equal opportunity to make choices based on preference. A random drawing will generate results, producing a successful and unsuccessful list of applicants. Reports should provide a mechanism for knowing who applied when, and for what preferences during their application process. Notifications by email or letter will be made to both successful and unsuccessful applicants.

d. Administer a promotional or discount code where INDNR can advertise special deals such as discounted pricing, buy-one-get-one free (or reduced) options, and other opportunities based on occupancy, time of year or another factor deemed appropriate by INDNR. Codes may be applied to receive the discount when making a reservation/registration through any sales channel. The Solution should be able to recognize that a discount code was previously applied when an existing reservation is changed in some way, and then re-apply the discount code to the changed/updated reservation, if the discount requirements are still being met, without a manual process involved.

e. Allow a customer the option to share news of their reservation across social media if they choose to do so, and automatically format the posting according to the outlet the customer selects (Facebook, X (formerly Twitter), Instagram, etc.). The customer’s personal information, including the dates of their stay, will be kept private.

f. Create combination POS products (known as combo products) that include multiple items as a part of one overall product. Allow for a discount of different/varying amounts to be applied to each item within the combo product, and the tracking mechanism will report the sale, accordingly, tracking the revenue appropriately.

3. User Accounts and Access

a. Set up system financials and reporting based on “each user”, in addition to “each location or station”. Reports need the ability to categorize or organize by each station, but due to auditing components of financials, the system should also be set up in a user-based manner so that all financial transactions are tied to a user that is logged in, and not just the station they are logged into. This will allow for reports to be run based on location or based on the user who is identified.

b. Set role-based security to limit access to specific areas of the Administrative Management component. Provide options for role-based security including, but not limited to, appropriate levels of access and security for a basic user, a field supervisor or team leader, a member of management, a security officer, law enforcement, and INDNR central office staff or Project Manager. (Example: A park manager role would allow access to all financial information and reporting functions, while a gate attendant’s access might only allow access to more basic functions of selling passes and permits and registering or check in/out a camper. The park manager can do all the things that a gate attendant can do, but accumulatively more as well.)

c. Modify system usernames and passwords.

d. Confirm, activate, modify, suspend, disable, and delete field user accounts.

4. Searching and Reporting

a. Access and download comprehensive real-time reporting for tracking operational, financial, and informational pieces, including but not limited to CRS, POS/IM, Gift Card Program, Event Management, Venue Ticketing Manager, Recreation Rentals, Customer Self-Service, Rewards/Loyalty Program and all other recorded transactions within all Solution components, current and historical.

b. Assign available search, display, and reporting functionality by user role/login.

c. Search and display, in real-time, customer profile details (including loyalty/rewards information), reservation details, POS transactions, Gift Cards, invoice details, receipts, event details, ticketing information, recreation rentals, lottery applications, and users.

d. Export search results to csv or Excel formats (at minimum).

e. Create a variety of savable, filterable, and adjustable ad hoc reports related to all components within the Solution and modify existing canned reports using available system criteria and output requirements. Pre-defined reports must meet all specific INDNR requirements.

f. Provide query functionality and interactive reporting in an agency dashboard or administrative screen using Google Analytics or similar metric and data tracking system.

g. Set up the automated, timed running of reports that, upon completion, can either be emailed directly to INDNR staff on a pre-set schedule or that will notify INDNR staff via alert or email that the automated report as successfully run and is available for viewing within the Solution.

h. Access a list of standard reporting data field definitions and a list of available canned reports by name, including what standard data is presented or included on each report.

i. Request specific Contractor-created reports to be customized to include data selected by INDNR, in the event that a standard canned or INDNR Admin-created ad hoc report is not available to produce the desired information.

j. Give users the ability to set up or “subscribe to” reoccurring reports that they need for a given period of time, and also the ability to turn off or “unsubscribe to” those reports when they no longer need them.

M. TECHNICAL REQUIREMENTS

The Contractor shall coordinate with the Indiana Office of Technology (IOT) to define the specifications and responsibilities for all technical aspects of the Solution, including hardware, software, data storage, data transmission, connectivity, installation, and support. Throughout operations, the Contractor is responsible for providing, maintaining, and supporting all environments necessary to operate a reliable system.

A strong preference of the State is to host the solution in an IOT-managed cloud tenant. INDNR is willing to consider proposals for solutions hosted outside of an IOT-managed cloud tenant, if the implementation model demonstrates considerable value to the INDNR and the State.

1. System Availability

a. The Solution must be publicly available to users a minimum of 99.5% of the time during any thirty (30) day period, and a minimum of an average of 99.5% of the time during any twelve (12) month period.

b. The Contractor must ensure that the total length of any system downtime that prevents the completion of transactions online, over-the-phone, or in-person must not amount to longer than a total of thirty (30) minutes per calendar month. Additionally, there must not be an interruption in public accessibility to the system that exceeds thirty (30) continuous minutes.

c. Excluded from system availability expectations are any previously established INDNR-approved dates and times for routine scheduled maintenance, or for natural disasters or other acts beyond the control of the Contractor as determined by INDNR.

d. The Contractor must notify INDNR as soon as possible after learning of any system issue that may affect system performance or impact system accessibility, use, or sales. Additional windows for any unexpected, yet necessary maintenance must be agreed upon in advance by all parties.

e. The Contractor shall produce and provide to the State monthly, quarterly, and annual reports of Solution downtime, and shall meet, upon request, with INDNR to review the reports and discuss resolution options.

f. Failure to meet system availability expectations as outlined will result in a damage fee assessment to the Contractor equal to fifty dollars ($50) per minute that the standard is not met. Any damage fees will be measured and paid monthly by the Contractor separate from any routine invoicing.

2. Customer Profile

a. Solution must include robust capabilities for establishing and maintaining individual, unique customer profiles and Customer ID numbers across all components. Controls shall allow a new customer to be assigned a new profile and new Customer ID number but, through the matching of available data points (such as email address or phone number) shall attempt to prevent an existing customer from being assigned a second profile or Customer ID number.

b. The same unique customer ID or profile and its related settings shall apply to and be used for all system components. INDNR must be able to track and monitor customer activities and history via their unique profile across all components. Tracking shall include standard customer data, as well as any previous communication sent to the customer (e.g. post-stay surveys, direct marketing campaigns, etc.).

c. Public-facing and INDNR Administrative Management dashboards should be established to allow real-time tracking of all customer data.

3. Technical Compatibility

a. Software Solution shall be web-based (no installation required) and shall be accessible from any Contractor- or State-supplied computer, tablet, or phone to allow INDNR management to access, review, and update information in the system remotely at any time.

b. Customers must be able to access all online components of the Solution using any computer, tablet, or smartphone. Solution must be compatible with at least two (2) of the latest versions of multiple commonly accepted internet browsers (e.g. Edge, Firefox, Google Chrome, Safari, etc.) and must conform to the accessibility standards of Section 508 of the Federal Rehabilitation Act of 1973. It must also conform to WCAG 2.1 Level AA as set forth in Justice Department April 2024 ruling.

c. The in-person application must be compatible with the hardware and operating system provided by the Contractor and must work seamlessly over the network(s) established and monitored by IOT for the State of Indiana. The Contractor shall work with INDNR and IOT to identify, understand, and address, if possible, any potential technical or logistical limitations in the field.

d. The browser interface must be mobile-friendly and may additionally be available through an iPhone or Android App, which shall be free to download and easy to use and include no outside advertisements.

4. Communication

a. Customer notifications are a key component needed for the CRS. INDNR system administrators need the ability to send instantaneous alerts (via email, phone, text) to customers in the event of an emergency, a closure, or any other extreme situation where customers must be made aware of a situation immediately. There should be other levels of notification for less urgent matters (example: notes and alerts on a customer profile, or property page, or listed within a site reservation flow), but the primary concern is level of urgency and the immediacy of the message that needs to go out.

b. The Solution must provide technical ability for INDNR system admins to generate communication directly through the platform at any time to both customers and field staff.

c. INDNR system admins must be able to customize ad hoc messages, and establish routine, automatic notifications either to all customers; only specific types of customers (e.g. Monroe Lake electric campers, all youth tent campers across the state, etc.); or to customers who meet specific criteria (e.g. those living within a particular ZIP code; those who haven’t camped within the past year, etc.). Communication options shall include an automated phone message, an email, a text message, and a visual display or alert on the home page of the application.

d. The Solution must allow INDNR system admins to, at any time, initiate, issue, or edit a broadcast message within the application for all INDNR staff users with defined user roles (e.g. basic user, supervisor, manager, etc.). Targeted messaging shall be available to reach all field staff, or a group of field staff based on specific criteria (e.g. all field managers in a specified geographic area or ZIP code, all users at Ouabache State Park, etc.).

e. The Solution must allow a scaled-down level of communication where a member of property management could notify or alert only that property’s users or staff internally, and when a user logs in, they will see the message. Or, if a user is already logged in, a notification will make them aware of the alert or notice his/her management has sent out. This level of communication would need to be both property-specific AND user-role specific as well.

f. Prefer a Solution with an option for users to, at any time, opt into and/or out of email notifications related to various system component offerings, updates, events, etc. that are of particular interest to the user.

g. The Solution must archive a history of all communications and broadcast messages; all messages must be searchable by INDNR staff and customers. INDNR system admins shall have the ability to select past messages, and to modify and resend them to desired parties without the necessity of creating a new message.

5. Data Migration and History

a. System components must support and sustain migrated legacy data and customer accounts. INDNR staff and customers must be able to view all (2014 to present) historical activity and transactions.

b. Successful implementation requires complete and accurate data migration from existing legacy systems. Contractor shall consult with INDNR to:

i. Assess legacy data structure and quality.

ii. Develop and document all data mapping, cleansing, and conversion requirements. Conversion of open, partial, pending, or incomplete transactions will not be required as part of the legacy data migration.

iii. Develop any custom tools, queries, or applications needed to perform…