88310325Q00018 Enterprise Ticketing System Amendment 002_Questions and Answers_FINAL.docx

NARA – 88310325Q00018, Enterprise Ticketing System – Amendment 002

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

National Archives & Records Administration Same as Block #6

8601 Adelphi Road - Room 3340

College Park, MD 20740

9B. DATED (SEE ITEM 11)

12/18/2024

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE

FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

[X ]The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers [ ] is extended, [X] is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing Items 8 and 15, and returning __1__ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor [ ] is not, [ ] is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

Solicitation 88310325Q00018 for Enterprise Ticketing System is hereby amended as follows:

1. See attached, RFQ Questions and Answers.

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

Kevin Monahan

Contracting Officer

(Signature of person authorized to sign)

(Signature of Contracting Officer)

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA FAR (48 CFR) 53.243

QUESTIONS AND ANSWERS

1. QUESTION: [REDACTED] is respectfully requesting a 30-day extension to the due date for proposals to February 20, 2025, for RFP 88310325Q00018 (National Archives in Washington D.C. and Presidential Libraries Ticketing System program).

ANSWER: An extension was provided in Amendment 0001.

CHANGE: NONE

2. QUESTION: Reference: Section 1: Purpose and Scope. Who is the incumbent contractor for the current ticketing system?

ANSWER: Reference Attachment 2, Performance Work Statement (PWS) paragraphs 1.3.1 and 1.3.2.

3. QUESTION: Reference: Section 1: Purpose and Scope. What is the contract number?

ANSWER: There is no contract for the www.recreation.gov system, it is a government service and NARA is one of the participating agencies. The current contract for the Presidential Libraries ticketing system is 88310320C00010.

CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 1.3.1 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

1.3.1 ARCHIVES I USES RECREATION.GOV, A GOVERNMENT SERVICE WHICH INCLUDES NARA AS A PARTICIPATING AGENCY, FOR ITS ONLINE TICKETING CAPABILITIES. ADMISSION TO ARCHIVES I IS FREE BUT AN ADVANCE RESERVATION CONVENIENCE FEE OF $1.00 IS CHARGED FOR EACH TICKET TO THOSE USING RECREATION.GOV TO RESERVE TICKETS BEFORE THEIR VISIT. ARCHIVES I IS CURRENTLY UNDERGOING A RENOVATION THAT IS PLANNED TO BE COMPLETED IN THE FALL OF 2025.

4. QUESTION: Reference: Section 2: Scope of Work. What current systems for ticketing and visitor management do you use?

ANSWER: Reference the Answer to Question 2.

5. QUESTION: Reference: Section 2: Scope of Work. How would you like the new solution to integrate with them [current systems for ticketing and visitor management]?

ANSWER: NARA wouldn’t like the new solution to integrate with the current ticketing and visitor management systems. It is the contractor’s responsibility to propose a solution to meet the requirements of the RFQ.

6. QUESTION: Reference: Section 2: Scope of Work. What specific improvements are you looking to achieve in visitor experiences and operational efficiency with the new ticketing system?

ANSWER: NARA is looking for a solution that meets or exceeds all the requirements identified in Attachment 2, PWS and PWS Appendix 3, RVTM.

7. QUESTION: Section 3: System Requirements (Reporting). What kind of reports do you require from the ticketing system?

ANSWER: Reports must include: total number of visits by site and in aggregate; number of users; repeat visits; digital tickets versus onsite purchases; metropolitan statistical area by zip code and county; countries visiting from; tickets sold/reserved by hour; Presidential libraries additionally use: sales by ticket/category; sales by program/event and ticket/category; payment summary; payment detail; and payment method. All information should be reportable by hour, day of the week (e.g. Monday, Tuesday, etc.), date, month, and year.

CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 3.6.2.1 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

3.6.2.1 THE SYSTEM SHALL GENERATE PRE-PACKAGED (CANNED) REPORTS . THESE CANNED REPORTS MUST BE EASILY RUN ON MULTIPLE VARIABLES WITHOUT MANUALLY INPUTTING THE REPORT NAME INDIVIDUALLY. ALL INFORMATION SHOULD BE REPORTABLE BY HOUR, DAY OF THE WEEK (E.G. MONDAY, TUESDAY, ETC.), DATE, MONTH, AND YEAR. THE CANNED REPORTS MUST INCLUDE THE FOLLOWING:

3.6.2.1.1 TOTAL NUMBER OF VISITS BY SITE AND IN AGGREGATE;

3.6.2.1.2 NUMBER OF USERS;

3.6.2.1.3 REPEAT VISITS;

3.6.2.1.4 DIGITAL TICKETS VERSUS ONSITE PURCHASES;

3.6.2.1.5 METROPOLITAN STATISTICAL AREA BY ZIP CODE AND COUNTY;

3.6.2.1.6 COUNTRIES VISITING FROM;

3.6.2.1.7 TICKETS SOLD/RESERVED BY HOUR;

3.6.2.1.8 PRESIDENTIAL LIBRARIES ADDITIONALLY USE: SALES BY TICKET/CATEGORY; SALES BY PROGRAM/EVENT AND TICKET/CATEGORY; PAYMENT SUMMARY; PAYMENT DETAIL; AND PAYMENT METHOD.

8. QUESTION: Section 3: System Requirements (Reporting). Do you have specific templates or data points that should be included?

ANSWER: NARA does not use any specific templates. Reference the Answer and RFQ Change in Question 7 for the data points.

9. QUESTION: Reference: Section 3: System Requirements (Customization). Can you provide examples of specific custom workflows or features that are necessary for the ticketing system?

ANSWER: Reference Attachment 2, PWS paragraphs 3.2.12, 3.5.6, and 3.7. Customizable options should allow users to quickly access needed information/features. It is up to the contractor to demonstrate features that accomplish this. Examples may include individual user “shortcut” options or the ability to save menu/screen settings for future use.

RFQ CHANGE: NONE

10. QUESTION: Section 4: Security and Compliance. What accessibility requirements should the new ticketing system meet to accommodate all visitors?

ANSWER: Reference PWS Appendix 12, Accessibility Requirements Tool – Ticketing Requirements

11. QUESTION: Reference: Section 4: Security and Compliance. What specific security standards must the software comply with in protecting sensitive visitor data?

ANSWER: Reference Attachment 2, PWS paragraph 8.0, Security.

12. QUESTION: Reference: Section 6: Training and Support. What are your training requirements for staff?

ANSWER: The training must include live demonstrations of the daily functions and use for visitor services assistants. There shall include a separate one-day training course for supervisors. The training must be live demonstrations and supplemented with Microsoft PowerPoint (or similar software) slides and include: point of sale and front of house operations; order management for reservations and groups; group and school tour bookings; online sales management; reports; orders; cancellations; rebookings; and voids. The initial training should include live demonstrations of the daily functions and use for visitor services assistants and a separate one-day training for supervisors.

RFQ CHANGE 1: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 6.5.1 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

6.5.1 THE CONTRACTOR SHALL PROVIDE TRAINING FOR APPROXIMATELY 15 STAFF MEMBERS AT ARCHIVES I (WHICH WILL NOT USE A POS) AND EIGHT (8) STAFF MEMBERS AT EACH PRESIDENTIAL LIBRARY WHO WILL HAVE ROLE-BASED ACCESS TO THE TICKETING SYSTEM. THE TRAINING MUST INCLUDE LIVE DEMONSTRATIONS OF THE DAILY FUNCTIONS AND USE FOR VISITOR SERVICES ASSISTANTS. FOR THE INITIAL TRAINING, A SEPARATE ONE-DAY TRAINING COURSE FOR SUPERVISORS AND VISITOR SERVICES ASSISTANTS IS REQUIRED. THE TRAINING MUST BE LIVE DEMONSTRATIONS AND SUPPLEMENTED WITH MICROSOFT POWERPOINT (OR SIMILAR SOFTWARE) SLIDES.

AND

RFQ CHANGE 2: IN ATTACHMENT 2, PWS INSERT THE FOLLOWING PARAGRAPH:

6.5.1.3 THE TRAINING SHALL ADDRESS POS AND FRONT OF HOUSE OPERATIONS; ORDER MANAGEMENT FOR RESERVATIONS AND GROUPS; GROUP AND SCHOOL TOUR BOOKINGS; ONLINE SALES MANAGEMENT; REPORTS; ORDERS; CANCELLATIONS; REBOOKINGS; AND VOIDS.

13. QUESTION: Reference: Section 6: Training and Support. How many employees will need training?

ANSWER: Reference Attachment 2, PWS paragraph 6.5.1.2.

14. QUESTION: Reference: Section 6: Training and Support. What level of ongoing support do you expect?

ANSWER: Reference Attachment 2, PWS paragraph 10.0, Operations and Maintenance.

15. QUESTION: Reference: Section 6: Training and Support. What are your expectations for response times regarding support and maintenance of the new system?

ANSWER: Reference Attachment 2, PWS paragraph 10.3.1, Help Desk Support and the Answer to Question 75.

16. QUESTION: Reference: Section 5: Evaluation Factors. How do you currently collect feedback on software performance from users?

ANSWER: NARA meets monthly with its onsite administrators and receives Help Desk feedback from received emails, phone calls, and text messages.

17. QUESTION: Reference: Section 5: Evaluation Factors. How is that [software performance] feedback typically integrated into your operations?

ANSWER: NARA meets weekly with its ticketing contractor to provide feedback about desired future functionality.

18. QUESTION: Reference Attachment 10 Requirement/ 3. Price Quotation(Volume III). Would NARA be interested in leveraging end of year incentives for this project that would expire at the end of this month, January 31st?

ANSWER: NARA will conduct its evaluation as stated in the solicitation and make an award decision based on the criteria set forth therein.

19. QUESTION: Reference Attachment 10 Requirement/3. Price Quotation (Volume III). What is the timeframe in making a decision?

ANSWER: The timeframe for completing evaluations and making an award decision is contingent on several factors. A specific timeframe cannot be provided.

20. QUESTION: Reference Attachment 10 Requirement/3. Price Quotation (Volume III). Has an extension been considered?

ANSWER: Reference the Answer to Question 1.

21. QUESTION: Reference Attachment 2, PWS Enterprise Ticketing System/ Section 6.3 Data Migration (Presidential Libraries Only). What type of data needs to be migrated from the legacy ticketing system?

ANSWER: Reference Attachment 2, PWS paragraph 6.3.1.

22. QUESTION: Reference Attachment 2, PWS Enterprise Ticketing System/Section 6.3 Data Migration (Presidential Libraries Only). What is the legacy ticketing system (including the underlying technology)?

ANSWER: Reference the Answer to Question 2.

23. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - 2.6 Contingency Planning Requirements. Is there a requirement to identify data loss and/or data corruption with the solution?

ANSWER: Yes. Reference Appendix 2, NARA IT Security Requirements Redacted sections AC-4 - Information Flow Enforcement; SC-7 Boundary Protection; and SC-7(10) - Boundary Protection/Personally Identifiable Information (PII).

24. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - 2.6 Contingency Planning Requirements. If not [if the Answer to Question 23 is “No.”], how would NARA be alerted for data loss and data corruption?

ANSWER: Reference Appendix 2, NARA IT Security Requirements_Redacted section IR-6 - Incident Reporting.

25. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - 2.6 Contingency Planning Requirements, AU-11. Audit Record Retention. For data requiring moderate or high integrity, what are the data retention requirements?

ANSWER: Logs detailed in OMB M-21-31: Improving the Federal Government’s Investigative and Remediation Capabilities Related to Cybersecurity Incidents that are applicable to the proposed solution are required to be retained per data retention requirements detailed in Appendix C: Logging Requirements - Technical Details of OMB M-21-31.

26. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle. Are there data classification (data labeling) requirements?

ANSWER: NARA identifies the importance of robust data classification to identify, categorize, and protect sensitive information in accordance with OMB Memorandum M-22-09, Moving the U.S. Government Toward Zero Trust Cybersecurity Principles.

27. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle. How does NARA identify data that is “requiring moderate or high integrity”?

ANSWER: NARA identifies the security categorization of information systems (Confidentiality, Integrity, Availability) using NIST SP 800-60, Guide for Mapping Types of Information and Systems to Security Categories and FIPS-199 Standards for Security Categorization of Federal Information and Information Systems.

28. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle, AU11. Audit Record Retention. What are the specific data archival policies or schedules?

ANSWER: Reference the Answer to Question 25.

29. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle, AU11. Audit Record Retention. Do they vary by data type and/or data attribute?

ANSWER: Yes. Reference the Answer to Question 25.

30. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle. Does NARA have requirements for seeding data to lower environments for efficient development and testing?

ANSWER: Reference PWS Appendix 2, NARA IT Security Requirements Redacted section SA-3(2) Use of Live or Operational Data and section SI-12(2) Minimize Personally Identifiable Information in Testing, Training, and Research.

31. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - SA-3. System Development Life Cycle. Does NARA have requirements for the anonymization or obfuscation of sensitive data (PII, classified, etc) in lower environments for development and testing?

ANSWER: This system will not contain national security classified information. Sensitive PII should not be used in development and test environments unless it is deidentified or anonymized. Reference PWS Appendix 2, NARA IT Security Requirements Redacted section SI-12(2) Minimize Personally Identifiable Information in Testing, Training, and Research.

32. QUESTION: PWS Appendix 2 NARA IT Security Requirements Redacted (pdf) - 2.6 Contingency Planning Requirements. Are there any specific Recovery Time Objectives (RTO) or Recover Point Objectives (RPO) for this solution specific to backup and recovery requirements?

ANSWER: The FIPS-199 categorization is: Confidentiality - Moderate; Integrity - Moderate; Availability - Moderate. The Business Impact Analysis is: Maximum Tolerable Downtime (MTD): 24 hours; Recovery Time Objective (RTO): 2 hours; Recovery Point Objective (RPO): 8 hours

RFQ CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 8.2.1 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

8.2.1 FOR SECURITY CONTROLS NOT PROVIDED BY THE FEDRAMP CLOUD SERVICE PROVIDER, THE CONTRACTOR SHALL IMPLEMENT THE SECURITY CONTROLS CONTAINED WITHIN NARA’S IT SECURITY REQUIREMENTS. THESE DOCUMENTS DEFINE REQUIREMENTS FOR COMPLIANCE TO MEET MINIMUM FEDERAL INFORMATION SECURITY AND PRIVACY REQUIREMENTS FOR NARA INFORMATION SYSTEMS. THIS SYSTEM IS A MODERATE IMPACT SYSTEM FOR CONFIDENTIALITY; INTEGRITY; AND AVAILABILITY (AS DEFINED IN FIPS PUB 199). THE BUSINESS IMPACT ANALYSIS FOR THIS SYSTEM DEFINES THE MAXIMUM TOLERABLE DOWNTIME (MTD): 24 HOURS; RECOVERY TIME OBJECTIVE (RTO): 2 HOURS; RECOVERY POINT OBJECTIVE (RPO): 8 HOURS.

33. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - (General Question). Could you share the total number of external users/attendees and internal users who will be using the ticketing system?

ANSWER: Reference PWS paragraphs 1.2, 6.5.1, and PWS Appendix 13, Visitor Data - Archives I (2015 through 2024), and PWS Appendix 14, FY 2023 Presidential Library and Museum Ticket Sales.

34. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - (General Question). Additionally, do you anticipate growth in these numbers, and if so, by how much?

ANSWER: NARA anticipates growth in the visitors to Archives I after the grand reopening of the signature gallery and learning center in the Fall of 2025, but it is unknown by how much.

RFQ CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 1.2 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

1.2 NARA’S ROTUNDA, EXHIBIT SPACES, AND LEARNING SPACE AT THE NATIONAL ARCHIVES LOCATED IN WASHINGTON, D.C. (“ARCHIVES I”), WHICH IS CURRENTLY UNDERGOING RENOVATIONS WITH A GRAND REOPENING SCHEDULED FOR THE FALL OF 2025 AND ITS PRESIDENTIAL LIBRARIES AND MUSEUM (“PRESIDENTIAL LIBRARIES”) SITES LOCATED ACROSS THE COUNTRY WELCOME NEARLY 2 MILLION VISITORS EACH YEAR AND PLAY A CRITICAL ROLE IN CONNECTING WITH CUSTOMERS AND MAKING ACCESS TO ITS RECORDS HAPPEN.

35. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 1. How do you manage events currently?

ANSWER: At the Presidential Libraries, event management varies. Some sites use the current ticketing system for event support and some locations use alternative methods. At Archives I, events are currently handled through a separate organization (The National Archives Foundation).

36. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 1. Do you need a centralized dashboard for creating, updating, and tracking events?

ANSWER: This is not a requirement.

37. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 1.1. How many events and attendees do you typically handle annually, and what peak load should the system accommodate?

ANSWER: Aside from regular visitors (i.e. general admission). Annual event totals and number of attendees per event vary by location and the type of event. Each location may host between 100 and 200 events per year, on average. The peak load for event attendees should be approximately 1,000.

RFQ CHANGE: REFERENCE QUESTION 42 RFQ CHANGE.

38. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 1.2. Will the timed entry schedules need to integrate with other systems, such as POS, kiosks, or third-party calendar applications?

ANSWER: It is the Contractor’s responsibility to propose its solution to meet the requirements of the contract.

39. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 7. How many members are there currently?

ANSWER: Requirement #7 in the RVTM was included in error.

RFQ CHANGE: IN ATTACHMENT 2, PWS APPENDIX 3, RVTM AND PWS ATTACHMENT 1, RVTM_TICKETING SYSTEM RVTM_CONTRACTOR RESPONSE SHEET FINAL REQUIREMENT #7, DELETE THE REQUIREMENTS TEXT; FEATURE; AND NOTES AND REPLACE IT WITH “RESERVED”

40. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 7. Please expand on "contact" members.

ANSWER: Reference the Answer to Question 39.

41. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 7. Is there a member engagement strategy?

ANSWER: Reference the Answer to Question 39.

42. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 9. How many emails are typically sent per day?

ANSWER: The number of daily emails will vary by site but the solution should be able to accommodate emails to large groups of visitors. Examples include a single email with 1,000+ recipients (emergency closure notification) or 1,000 emails in a day (order confirmations) each to a single recipient.

RFQ CHANGE: IN ATTACHMENT 2, PWS INSERT THE FOLLOWING PARAGRAPH:

3.2.8.3 THE SOLUTION SHALL BE ABLE TO ACCOMMODATE EMAILS TO LARGE GROUPS OF VISITORS. EXAMPLES INCLUDE A SINGLE EMAIL WITH AT LEAST 1,000 RECIPIENTS (EMERGENCY CLOSURE NOTIFICATION) OR 1,000 EMAILS IN A DAY (ORDER CONFIRMATIONS) EACH TO A SINGLE RECIPIENT.

43. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 13. Should the system include audit trails to track changes made by users?

ANSWER: Yes, reference Attachment 2, PWS, paragraphs 3.5.4 and 3.6.3.

44. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 16. What types of reports are most valuable for your events?

ANSWER: Reference the Answer to Question 7.

45. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 16. Will the data for the dashboards reside entirely within the [REDACTED] system, or do you need to pull real-time metrics from external systems to display key performance indicators (KPIs)?

ANSWER: The dashboard data can reside entirely within the system with the ability for users to download reports as needed. No additional data is required from outside of the ticketing system.

46. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 16. If so, what KPIs are most critical for your use case?

ANSWER: Reference the Answer to Question 7.

47. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 16. And what are the other data sources (files, SQL database, etc?)

ANSWER: There are no other data sources required.

48. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 28.0. Please list the systems/applications/datasources that the ticketing system would need to integrate with, and the underlying technology (i.e. .NET application, Java-based app, SQL database, Postgres database, SaaS application, legacy application, etc.).

ANSWER: The ticketing system does not need to integrate with external systems.

49. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 28.0. What is the volume of integration expected across each of these systems?

ANSWER: Reference Attachment 2, PWS paragraph 3.9.1.6. Integration is not required.

50. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 28.0. What is the required/intended integration pattern NARA would use (i.e. Realtime, batch, pubsub, etc.)?

ANSWER: Integration is not required.

51. QUESTION: PWS Appendix 3 Ticketing System RVTM Final (xls) - Req# 28.0. Are there requirements for bi-directional integrations?

ANSWER: No.

52. QUESTION: Reference document 88310325Q00018 Archives I and Presidential Libraries Enterprise Ticketing System Attachments 1 - 13_FINAL.doc, Section 6.2.1. Would the government confirm that a configured, tested, and deployed Archives I system into production is expected by May 31, 2025?

ANSWER: Confirmed.

53. QUESTION: Reference document 88310325Q00018 Archives I and Presidential Libraries Enterprise Ticketing System Attachments 1 - 13_FINAL.doc, Section 6.2.1. We understand all requirements listed as "MUST" requirements for Public Museum Engagement and Legislative Archives “L” in Attachment 2, PWS Appendix 3, RVTM need to be met; however, we do not see in the Appendix 3 spreadsheet any requirements marked as "MUST". Should we assume all of the Appendix 3 requirements should we met for the initial Archives I production deployment?

ANSWER: “Shall” or “must” both denote an imperative and are used interchangeably throughout the solicitation.

54. QUESTION: Reference Attachment 11, Evaluation Factors for Award, pg. 108. The Evaluation Factors for Award do not provide the Evaluation Factors for Volume III Pricing. Will the Government please provide the Evaluation Factors for Volume III Pricing.

ANSWER: Price is an evaluation factor. For evaluation purposes, the government will verify the sum of all line item prices, including all options. The total contract price will be used to evaluate price. See Attachment 1, Schedule of prices.

RFQ CHANGE: IN ATTACHMENT 11, EVALATUATION FACTORS FOR AWARD DELETE SECTION II, PRICE AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

“II. PRICE

FOR EVALUATION PURPOSES, THE GOVERNMENT WILL VERIFY THE SUM OF ALL LINE ITEM PRICES, INCLUDING ALL OPTIONS. THE TOTAL CONTRACT PRICE WILL BE USED TO EVALUATE PRICE. SEE ATTACHMENT 1, SCHEDULE OF PRICES.”

55. QUESTION: Reference Attachment 2, Legacy Group Data Migration/6.3.1 Data Migration (Presidential Libraries Only). The RFP requires legacy data migration including fields of GROUP NAME, GROUP CATEGORY, GROUP PHONE NUMBER, GROUP WEBSITE, GROUP EMAIL ADDRESS, GROUP MAIN ADDRESS, but also notes a group feature is not available in the legacy system. As the new system will likely have a relational database structure, can NARA confirm legacy data offers a unique identifier for each "group" and is canonically related to individual members of the group?

ANSWER: The Presidential Libraries current ticketing system indeed has a “group” feature, but not all sites currently use it. Data “cleanup” will not be required in this instance. No, NARA cannot confirm whether legacy data offers a unique identifier for each “group” and whether it is canonically related to individual members of the group.

56. QUESTION: Reference Attachment 2, Legacy Group Data Migration/6.3.1 Data Migration (Presidential Libraries Only). The RFP requires legacy data migration including fields of GROUP NAME, GROUP CATEGORY, GROUP PHONE NUMBER, GROUP WEBSITE, GROUP EMAIL ADDRESS, GROUP MAIN ADDRESS, but also notes a group feature is not available in the legacy system. If this is not the case, will NARA provide resources for data clean up to align legacy data to a modern structure?

ANSWER: The Presidential Libraries current ticketing system has a “group” feature, but not all sites currently use it. Data “cleanup” will not be required for groups.

57. QUESTION: Reference Attachment 2 - Email/SMS Communications. NARA references sending email and SMS communications to visitors and guests in multiple places. SMS messages generally require the use of a link back to an account or other authenticated site to provide complete information. Does NARA have a preference as to the standard medium (email or SMS) for communication with guests?

ANSWER: Email.

RFQ CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 3.2.8 AND REPLACE IT WITH THE FOLLOWING:

3.2.8 THE TICKETING SYSTEM SHALL AT A MINIMUM, SEND AN EMAIL AND/OR, AS REQUESTED OR AUTHORIZED BY THE PUBLIC USER, A SHORT MESSAGE SERVICE (SMS) CONFIRMATION OF PURCHASES TO THE CUSTOMER FOR TRANSACTIONS WHICH ARE INITIATED BY THE CUSTOMER ONLINE THROUGH EITHER THE CUSTOMER’S PERSONAL DESKTOP COMPUTER, LAPTOP, OR MOBILE DEVICE (I.E., SMARTPHONES AND TABLETS, AT A MINIMUM, BOTH ANDROID AND IOS BASED).

58. QUESTION: Reference Attachment 2 - Email/SMS Communications. NARA references sending email and SMS communications to visitors and guests in multiple places. SMS messages generally require the use of a link back to an account or other authenticated site to provide complete information. Are there specific scenarios where one medium is preferred over the other?

ANSWER: Email will be the standard for most communications with users.

59. QUESTION: NARA requests merging legacy data from the two current ticketing systems along with other records of donations and entry history. Are the current vendors, contractors or employees supporting those systems available to the new team to help understand the data structure, use history, and unique usage conditions required to support an effective migration to the new system?

ANSWER: Yes.

60. QUESTION: Reference Question 51 Response (Draft RFQ) - Financial transaction demonstration. NARA Notes that, "NARA intended the demonstration to cover back-office order management, not financial transactions and integrations." Please confirm if point of sale, donations (cash, check or card), or other financial transactions are required in the demonstration.

ANSWER: Point of sale, donations (cash, check or card), or other financial transactions are not required in the demonstration.

61. QUESTION: A DRAFT watermark is shown on the 88310325Q00018 Archives I and Presidential Libraries Enterprise Ticketing System file. Will NARA release additional documents noted as final for the response?

ANSWER: The final solicitation was posted on December 17, 2024 and those documents do not have any watermarks.

62. QUESTION: Reference Attachment 2, PWS Cash/Manual Payment Handling. NARA requests acceptance of both cash and check processing onsite at presidential libraries as well as refunds of payments that may be made manually. On-site NARA resources will be required to handle manual financial transactions in line with Government audit requirements and handling processes. Please confirm that NARA has these resources available and has appropriate manual cash handling practices documented that can continue alongside the new system.

ANSWER: NARA has the resources for handling manual financial transactions according to government policy. NARA uses appropriate manual cash handling practices.

63. QUESTION: Reference Attachment 2, Section 3.2.12 and 3.2.13. In the Requirements Section, NARA requires : 3.2.12 The ticketing system must be able to send email invoices and collect payment for custom bookings. and 3.2.13 The ticketing system shall have the capability to have two (2) events on one (1) printed or electronic ticket. Can NARA provide a description of a "custom booking" as well as a condition where one ticket would provide entry for two separate events?

ANSWER: An example for presidential libraries: the Eisenhower Presidential Library, Museum and Boyhood Home requires General Admission and Boyhood Home on one ticket, where General Admission is 9:00 AM ET to 4:30 PM ET and the Boyhood Home is a set timed entry (e.g., 10;00 AM ET, 11:00 AM ET, etc). Another example is Archives I where general admission is 9:00 AM ET to 5:00 PM ET but the Rotunda ticket will be a set timed entry (e.g. 10:00 AM ET, 11:00 AM ET, etc.). Custom bookings might include a special ticket for an exhibit opening that is not otherwise open to the public with different admission pricing.

64. QUESTION: Reference Attachment 2, PWS paragraph 3.3.3. In the Requirements section, NARA requires - 3.3.3 The system shall enable internal users to manually enter and/or edit data on all transactions, including all ticket sales with the associated order/transaction number and credit card information. As NARA requires automated integration with external financial payment systems, manual changes of financial data may cause errors with processed transactions. This requirement will likely cause conflicts with 3.11 Financial Processing Standards (Presidential Libraries Only). Can NARA clarify conditions where an internal user would manually edit financial or other integrated information given that the changes would need to be integrated and externally processed as well?

ANSWER: NARA requires a real-time interface with Great Plains (reference PWS paragraph 3.9.1.1). But, there is not a requirement for “integration”. (Reference Answers to Questions 47-50). NARA needs to be able to edit the financial data in orders, not to edit past financial transactions. An example is when the credit card information on an original order (a deposit for a facility rental, for example) is now expired when final payment is due. The saved financial information must be updated, however, it is not editing the financial transaction on the deposit that would have been sent to Great Plains previously.

RFQ CHANGE: ATTACHMENT 2, PWS, DELETE PARAGRAPH 3.3.3 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

“3.3.3 THE SYSTEM SHALL ENABLE INTERNAL USERS TO MANUALLY ENTER AND/OR EDIT DATA ON ALL ORDERS, INCLUDING ALL TICKET SALES WITH THE ASSOCIATED ORDER/TRANSACTION NUMBER AND CREDIT CARD INFORMATION. IN THIS CIRCUMSTANCE, “EDIT” DOES NOT INCLUDE EDITING PAST FINANCIAL TRANSACTIONS. IT MAY INCLUDE EDITING THE ORDER WITH UNEXPIRED CREDIT CARD INFORMATION IN ORDER TO COMPLETE A REFUND, FOR EXAMPLE.”

65. QUESTION: Some requirement categories, such as Box Office Point of Sale and Ticket Check In and Online Sales, seem to be focused only on the Libraries where payments are a focus. Can NARA clarify requirements that are solely for use at the Libraries and not required by the May 31, 2025 initial Archives production date?

ANSWER: Reference Attachment 2, PWS paragraph 6.2, Solution Deployment for Archives I and John F. Kennedy Presidential Library and Museum.

66. QUESTION: Reference Attachment 2, PWS paragraph 3.5.7. In Requirement 3.5.7, NARA notes, "The system shall enable internal users to process deposits, maintain records, generate invoices, and accept payment of outstanding balances." These features are generally handled by an approved financial management system for government accounting. Also, in 3.9 System Interfaces (Presidential Libraries Only), multiple requirements exist for financial management transaction handling. How will NARA provide required government accounting between the Great Plains tool and the ticketing system?

ANSWER: Reference the Answer to Question 64.

67. QUESTION: Reference Attachment 2, PWS paragraph 3.7.1. In Requirement 3.7.1, NARA notes, All NARA users will need an individual login to the ticketing system. However, public users purchasing tickets through this system will not require any login information or credentialing. If the public does not require credentialing, like a guest user, access to prior transactions and credit card information will be severely limited. Does NARA currently have a way to identify a public user that meets security requirements for PII and credit card access without credentialing?

ANSWER: It is the contractor’s responsibility to propose a solution which meets NARA’s requirements for changing reservations while maintaining the PII and Security Standards without requiring users to create an account.

68. QUESTION: Reference Attachment 2, Section 6.4.1 and 6.6.2 - Onsite Hardware (Kiosks). In RVTM 4.0, it is mentioned the POS will support the ability to create group sales, access group data, create new orders for existing groups on future dates (Backoffice abilities on iPad POS to include suspended events functionality). Is the vision to incorporate iPads in each of the roles and use cases?

ANSWER: It is the contractor’s responsibility to propose hardware solutions to meet the system requirements.

69. QUESTION: Reference Attachment 2, Section 6.4.1 and 6.6.2 - Onsite Hardware (Kiosks). Can NARA clarify the intent if the SAAS solution does not require an onsite kiosk, but is expected to function with an unspecified kiosk ordered after award?

ANSWER: The SaaS solution must be able to extend to kiosk functionalities if ordered by NARA. It is the Contractor’s responsibility to identify and propose all aspects of the solution which includes the SaaS application and hardware which enables the deployment of kiosks that function with the SaaS. If ordered by NARA, the contractor shall be responsible for providing and deploying the kiosks to the locations where ordered.

RFQ CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 7.2 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

“7.2 SELF-SERVICE KIOSKS (OPTIONAL ITEMS). THE SYSTEM APPLICATION SHALL INCLUDE AN OPTION FOR DEPLOYMENT OF ONSITE SELF-SERVICE KIOSKS, THROUGH APPLICATION PROGRAMMING INTERFACE (API)s THAT ENABLES CUSTOMERS TO PURCHASE AND PRINT TICKETS AT THE KIOSK AS WELL AS FIND AND PRINT TICKETS PREVIOUSLY PURCHASED ONLINE. THE KIOSKS SHALL:”

70. QUESTION: Reference Attachment 2, Section 6.4.1 and 6.6.2 - Onsite Hardware (Kiosks). If a kiosk is not required for the proposed solution, can these requirements be demonstrated through alternate physical means?

ANSWER: Reference the Answer to Question 69 With respect to the product demonstration (reference Attachment 12, Product Demonstration Task 05), it is not required that a finished physical kiosk be shown. However, the Contractor shall demonstrate how their proposed SaaS solution user interface will function in a kiosk.

71. QUESTION: Reference Attachment 2, Section 6.4.1 and 6.6.2 - Onsite Hardware (Kiosks). Is the vision to choose a barcode standard? 1D (linear) barcodes or 2D barcodes (e.g., QR codes). 2D barcodes can store more information and are more versatile.

ANSWER: Barcodes may be 1D or 2D.

RFQ CHANGE: IN ATTACHMENT 2, PWS DELETE PARAGRAPH 3.2.3 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

3.2.3 THE TICKETING SYSTEM SHALL ENABLE TRANSACTIONS FOR THE CUSTOMERS TO PURCHASE AND/OR RESERVE TICKETS DEPENDING ON SITE NEEDS. EACH TICKET SHALL DISPLAY THE TICKET CATEGORY (SUCH AS “SENIOR”, “ADULT”, “MILITARY”, “CHILDREN”, “STUDENTS”, ETC.) ALONG WITH A BARCODE (“BARCODE” MEANS EITHER ONE-DIMENSIONAL (1D) OR TWO-DIMENSIONAL (2D)) AND ITS ASSOCIATED UNIQUE SEQUENCE OF NUMBERS. CUSTOMERS SHALL BE ABLE TO INCLUDE ADD-ON ITEMS WITH THEIR TICKET PURCHASE, SUCH AS ENTRANCE TO SPECIFIC EXHIBIT SPACES, AUDIO TOURS, AND BROCHURES. THE SYSTEM SHALL HAVE THE ABILITY TO COLLECT DONATIONS ONLINE, AT THE POS, AND VIA KIOSKS. THE SYSTEM SHALL ALLOW ALL USERS TO PURCHASE TICKETS (ADMISSIONS, TOURS, AND EVENTS) FOR MULTIPLE VISITOR CATEGORIES WITHIN ONE (1) TRANSACTION.

72. QUESTION: Reference Attachment 2, Section 6.4.1 and 6.6.2 - Onsite Hardware (Kiosks). Task Description: The contractor will demonstrate how attendees will use the kiosk to buy or reserve tickets, look up their prior online ticket purchases and print tickets using their barcode with a unique identifier number. (RVTM 3.0 and 31.0) Performed as Role: External User. Is there a diagram or walkthrough of the user interface and experience for buying or reserving tickets at the kiosk? We want to consider the process for users who may not be tech-savvy.

ANSWER: No, there is not a diagram or walkthrough. It is the Contractor’s responsibility to demonstrate the functionality of its solution.

73. QUESTION: Attachment 2 – Section 10.4.1. In requirement 10.4.1, NARA notes, "The SaaS for the ticketing system production environment shall have guaranteed uptime of 99.9% 24 x 7 x 365 / 366." If the FedRAMP authorized SAAS product offers an SLA for Federal Government use that varies from this NARA request, is it permissible for use for the ticketing system?

ANSWER: Yes, if it meets or exceeds the requirement as stated.

74. QUESTION: Reference Attachment 2 – Section 2.12 and Section 10.3.1.2. In Section 2.12, the government states its normal hours of operation as “between 7am – 6pm local time Monday – Friday”. However, in Section 10.3.1.2 the requirements state that “contactors shall respond to Severity 1 (critical) issues within 30 minutes 24/7”. Will the government please confirm that help desk support including the contractor’s response to severity 1 issues is only within core hours?

ANSWER: The Contractor’s response to severity 1 issues are only within normal operating hours. However, the Contractor is accountable for resolving Severity 1 issues within the time frames defined in the contract.

RFQ CHANGE 1: IN ATTACHMENT 2, PWS, DELETE PARAGRAPH 2.12 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

2.12 NORMAL HOURS OF OPERATION. FOR THE DURATION OF THIS CONTRACT, NORMAL HOURS OF OPERATION AT ARCHIVES I AND THE PRESIDENTIAL LIBRARIES ARE BETWEEN THE HOURS OF 7:00 AM ET AND 10:00 PM ET, MONDAY THROUGH SUNDAY, 52 WEEKS A YEAR EXCEPT FOR THANKSGIVING AND CHRISTMAS WHEN THESE LOCATIONS ARE CLOSED. OPERATIONS AND MAINTENANCE AND HELP DESK SUPPORT SHALL BE REQUIRED WHEN THESE NARA SITES ARE OPEN FOR BUSINESS.

RFQ CHANGE 2: IN ATTACHMENT 2, PWS, DELETE PARAGRAPH 10.3.1 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

10.3.1 HELP DESK SUPPORT. THE CONTRACTOR SHALL PROVIDE HELP DESK SUPPORT FOR NARA’S APPLICATION ADMINISTRATORS AND NARA USERS FOR THE TICKETING SYSTEM. HELP DESK SUPPORT SHALL BE AVAILABLE VIA A CONTRACTOR PROVIDED EMAIL ADDRESS AND TOLL-FREE PHONE NUMBER DURING NARA’S NORMAL OPERATING HOURS (REFERENCE PWS PARAGRAPH 2.12). ALL INCIDENTS MUST BE LOGGED AND TRACKED WITH STATUS UPDATED THROUGH ESCALATION OR RESOLUTION, AS APPLICABLE. FOR THE PURPOSES OF HELP DESK SUPPORT THE DEFINITIONS OF SEVERITY IN PWS PARAGRAPH 9.4, DEFINITIONS APPLY.

RFQ CHANGE 3: IN ATTACHMENT 2, PWS, DELETE PARAGRAPHS 10.3.1.1 THROUGH 10.3.1.7 AND REPLACE IT WITH THE FOLLOWING PARAGRAPH:

10.3.1.1 THE CONTRACTOR SHALL ANSWER 95% OF THE CALLS RECEIVED WITHIN 5 MINUTES.

10.3.1.2 THE CONTRACTOR SHALL RESPOND TO SEVERITY 1 INCIDENTS (CRITICAL) WITHIN 30 MINUTES DURING NORMAL OPERATING HOURS. THE RESOLUTION WARRANTS AN IMMEDIATE RESPONSE AND ENGAGEMENT UNTIL THE ISSUE IS RESOLVED, WITH A RESOLUTION WITHIN TWO (2) HOURS OR, IF NOT POSSIBLE, FOLLOW UP WITH EXPLANATION AS TO WHY WITH THE PLANNED RESOLUTION.

10.3.1.3 THE CONTRACTOR SHALL RESPOND AND RESOLVE SEVERITY 2 INCIDENTS (SERIOUS) WITHIN FOUR (4) HOURS DURING NORMAL OPERATING HOURS OR, IF NOT POSSIBLE, FOLLOW UP WITH EXPLANATION AS TO WHY WITH THE PLANNED RESOLUTION.

10.3.1.4 THE CONTRACTOR SHALL RESPOND AND RESOLVE ALL SEVERITY 3 INCIDENTS (MEDIUM) WITHIN ONE DAY DURING NORMAL OPERATING HOURS OR, IF NOT POSSIBLE, FOLLOW UP WITH EXPLANATION AS TO WHY WITH THE PLANNED RESOLUTION.

10.3.1.5 THE CONTRACTOR SHALL RESPOND AND RESOLVE ALL SEVERITY 4 INCIDENTS (LOW) WITHIN TWO (2) DAYS DURING NORMAL OPERATING HOURS.

10.3.1.6 ALL INCIDENTS MUST BE LOGGED AND TRACKED WITH STATUS UPDATED THROUGH ESCALATION OR RESOLUTION, AS APPLICABLE.

10.3.1.7 WRITTEN FOLLOW UP TO NARA OF INCIDENT AND RESOLUTION MUST BE PROVIDED BY THE CONTRACTOR WITHIN EIGHT (8) HOURS FOR ALL SEVERITY 1 INCIDENTS.