Exhibit E Narrative Response.pdf

Exhibit E – Narrative Response – RFP V18-014-O

UWM Event Management System:

In narrative form, please describe how your proposed solution meets or exceeds the needs and functions described in Exhibit C. Indicate the specific make and model(s) for the solution being proposed, including attaching full descriptive literature. The box below is fillable:

Overview

Brown Paper Tickets is a full-service ticketing and registration system with comprehensive tools that allow event organizers to create and manage sales made online, through our 24/7 call center, and through on-site box office features. The system is an Internet-accessed, Software as a Service (SaaS) model hosted on Brown Paper Tickets servers. Brown Paper Tickets maintains all system infrastructure and compliance, and regularly adds to and improves system features. There is no fee to create an account or to list events on the Brown Paper Tickets site, and Brown Paper Tickets is happy to set up a test account for the UWM on request.

One feature we are especially proud of is our dedication to free 24/7/365 telephone and email customer support for both event organizers and patrons in English, Spanish, and French. For event organizers, our experienced and well-trained staff can assist with events of varying complexity and size. For patrons, Brown Paper Tickets can provide general event information, place orders for new ticket purchases, or make changes to existing orders, such as issuing refunds, exchanging dates, changing seats, and processing pricing upgrades.

History

Brown Paper Tickets started doing business in 2000 with a not-just-for-profit business model. We've grown significantly over the last 18 years, but certain central beliefs and values remain core— specifically social responsibility and high-quality customer service. We donate at least 5 percent of our profits annually to non-profits and community building. Our headquarters are located in Seattle, Washington with additional locations in Bellevue, Washington, Brooklyn, New York, and Edinburgh, Scotland.

We currently provide registration and ticketing services for events in United States, Canada, United Kingdom, Europe and Australia. Our market is diverse, consisting of theater productions, sporting events, seminars, music events, fairs, film festivals, comedy shows, fundraisers, food and wine events, conventions, lectures, classes, dance competitions, parties, tours, holiday events, and more. Over fifty percent of our event organizers represent non-profit organizations. To date, Brown Paper Tickets has provided ticketing services for well over 600,000 events, and we ticket about 80,000 events per year worldwide.

Event Creation Process and Tools

The Brown Paper Tickets system guides users through event creation on the site. Users can upload images, set a custom URL, add special messages for patrons to view following their purchase, add custom search keywords, set up questionnaires to collect custom information from patrons, among other optional tools. Users can set up unlimited events at multiple venues, each with multiple dates and price types for ticket purchase and merchandise. Price points can range from simple to complex, with options including discounted, code protected, variable, tiered pricing, and custom sales ranges.

Users can limit their sales easily and set different capacities for full event dates or for individual price levels. Events can be edited or deactivated at any point during event creation or sale. Recurring events are readily duplicated, allowing users to enter information once then create new listings without starting from scratch.

Organizers choose which delivery methods are offered to their patrons. Available choices are will call, print at home, physical, and mobile tickets. Buyers that choose will call delivery have their names added to the door list and are instructed to bring their photo ID with them to check-in. Print at home tickets can be printed from the order confirmation page or the confirmation email. Shipped physical tickets are fulfilled by Brown Paper Tickets staff and sent directly to patrons (at no cost to the event organizer or attendees). Mobile tickets require the patron to have an account and are presented on the patron's device or smartphone. All ticket methods can be scanned with Brown Paper Tickets' free mobile scanning application available from the iTunes and Google Play stores to ensure ticket validity and expedite check-in at the event.

The Brown Paper Tickets system allows users to manage events in different venues, and provides the option to claim and manage a venue on the Brown Paper Tickets website, upload images and information regarding the venue, and apply a customized venue fee that is separate from the ticket price. Brown Paper Tickets can create custom seating charts with initial chart creation free for each venue. Additional charts for the same venue or revisions to existing charts incur a $30 fee. Seating charts are visible to patrons during online checkout and to staff placing orders through box office tools. Both patrons and box office staff may select specific seats or elect to receive the next-best available seats. Seating charts can be configured with ADA compliant features like wheelchair and companion seating.

After event creation, the listing can be viewed on the Brown Paper Tickets site. Basic event pages include the event's description, public contact information, venue address, social media share buttons, and tools for date, price, and delivery method selection. The storefront is organized chronologically by event date and time.

HTML can be used in the description section on regular event pages to adjust and customize text formatting and add additional photos and videos. For a more customized appearance, Brown Paper Tickets Application Programming Interface (API) is REST compliant and provides a secure, flexible, and powerful way of integrating with Brown Paper Tickets. APIs are read-write and use HTTPS protocol.

Knowledge of CML and server side languages are needed to maintain and utilize API services, and we provide telephone and email support.

User Accounts

Event organizer accounts are used to create and manage event listings and payment settings, and include all other box office and reporting account permissions. Only main accounts have access to event management tools. Event organizer accounts also have the ability to create agent, or sub-accounts, that are linked to the main account but have limited account permissions. Login information (userID and password) is set by the main account holder. Agent accounts can be confined to tools for selling, recording or printing tickets for Box Office staff, financial reports for accounting staff, and scanning tools for event ushers or door staff. Event organizers can generate reports to view individual agent daily sales.

Event organizer accounts also include user profiles. Profile pages on Brown Paper Tickets are used to view a full list of events available for purchase from a single event organizer account. Profile appearance can be customized with HTML and by our website integration specialists, who can mimic your existing website properties' appearance.

Only one login combination can be used to access main accounts, but main accounts can create unlimited agent accounts with unique logins and restricted access. If it's required that multiple users have the ability to create and manage event listings, multiple accounts can be used. Brown Paper Tickets is able to note that multiple event organizer accounts are linked, and share any requested report information with core contacts indicated by UWM. Alternatively, multiple users may share login information for a single account.

Patron Experience

When purchasing through the event page on the standard website, patrons can view the event description, venue information, location including map pulled from Google maps, public event organizer contact information, date, price, ticket delivery options, and community discussion. If they possess a code, they can enter it to view prices set by the event organizer that are hidden from the general public. For assigned seating events, after selecting date, price, and delivery preference, patrons may proceed to choose specific seats from a custom seating chart or have the system automatically assign them the next-best available seats. Once patrons have finalized their seat choices, they can review their total price due including service fees, taxes if those have been set by the organizer, and their grand total. If the event organizer has set up a questionnaire, patrons will be prompted to complete it. Next, patrons can continue shopping or proceed to the payment page where they enter contact and payment information. Following their purchase, the patron views an order confirmation page including a review of event, payment and ticket information, and any custom messages the organizer has set for patrons to view. Patrons are also sent all of this information in a confirmation email following their purchase.

When mobile ticket delivery is enabled, patrons using their smartphones to access the Brown Paper Tickets site are assigned mobile tickets and are prompted to log in or create a basic account to complete their purchase. After purchase, accounts are used to present mobile tickets and to view and manage multiple ticket purchases simultaneously. Accounts are not required for patrons to purchase tickets. If a patron is not logged into an account at the time of their purchase they can check-out as a guest, and if they create an account later Brown Paper Tickets staff can assist them with linking it to their purchase.

Brown Paper Tickets provides a built-in email notification tool for event organizers to communicate with their patrons. Patrons are automatically added to the list of recipients after completing a purchase, but are able to opt-out at any time. Patron email addresses are also visible to event organizers through reporting tools, allowing users to pull addresses for contact outside of the system.

If a patron requires a refund, Brown Paper Tickets is able to assist them for no charge; their entire purchase value is refunded including service fees paid to Brown Paper Tickets. Only Brown Paper Tickets administrators can issue refunds for payments processed through our site, so we generally encourage event organizers to contact us via phone or email to authorize refunds, or to refer their patrons directly to our 24/7 phone and email customer support. Cancelled tickets appear as cancelled on event door lists for reference, but refunded transactions are not visible in event or account financial reports.

Printing Tools and Ticket Fulfillment

Ticket printing is available through fulfillment services from Brown Paper Tickets, and with printing tools available through event organizer accounts on the website. When physical delivery is enabled for an event date, patrons that select this option are shipped a physical ticket fulfilled by Brown Paper Tickets staff. Standard USPS first class shipping is free of charge for the patron, and expedited shipping options incur an additional shipping cost. Physical tickets for free events can be printed and shipped for .99/ticket paid by the event organizer.

Brown Paper Tickets also provides bulk ticket printing services for general admission and reserved seating events. Bulk tickets are .10/ticket + shipping. Tickets are light blue with small Brown Paper Tickets logos printed around the ticket border. They include a number of security features such as holographic foils, black light imaging and a unique bar code. The back of the ticket is printed with abbreviated terms of service. Security features make tickets more difficult to counterfeit than tickets printed on a color laser printer. The physical appearance of the ticket is not customizable; only text content and layout is customizable.

We also provide tools for printing tickets at your own location compatible with Boca ticket printers.

Ticket printers and other equipment can be purchased directly from the manufacturer. Aside from printing bulk general admission tickets directly from the site, tools are available to print will call reservations, unsold tickets, and house prints for events using assigned seating. Tickets print automatically following a sale by box office staff. Orders created by box office staff and patron orders completed online can be searched for and printed or reprinted through account tools.

Brown Paper Tickets sells bulk blank tickets for use with these tools but ticket appearance is similar to regular tickets printed at our facilities. Bulk blank tickets are grey, with small Brown Paper Tickets logos printed around the ticket border in darker grey and include security features as described above. For greater ticket appearance customization, it is possible for the UWM to purchase blank tickets directly from the manufacturer.

Reports

Reports include attendee lists, event financial reports specific to individual listings, account financial reports, marketing, and agent reports. All reports can be viewed online or downloaded as a .CSV spreadsheet file. Some types of reports can be printed directly from the website. Main event organizer accounts and agent accounts with appropriate permissions have access to reporting tools. Brown Paper Tickets contact center is available 24/7 to walk staff through accessing, interpreting, and downloading all types of reports.

Attendee lists are available as a simplified version for event check-in and a complete version including all information that ticket buyers provide at time of purchase, including patron name, email address, phone number, last 4 digits of card used, billing address, shipping address, and any questionnaire answers.

Event reports provide a breakdown of sales information. Reports can be generated for individual events or multiple listings at once. The report shows a breakdown for event sales by price, date, delivery method, type (purchased vs. recorded tickets), seller (through the front-end of BPT's site vs.

tickets recorded by box office staff), and payment account (example Brown Paper Tickets' processor vs.

PayPal). The event journal offers an itemized report of every individual transaction for an event. A separate transaction line is shown for individual tickets, service fee, and tax (if applicable). The wider account journal shows individual transactions for event payments and checks issued by Brown Paper Tickets. When using a custom credit card processor, users can view information on Brown Paper Tickets service fees for the account.

Marketing reports depict information on traffic to your event page on the Brown Paper Tickets site. In particular, they report on marketing source through the use of trackers. Trackers are modified event URLs that are distributed to referral sources. The referral source can then use the unique URL to promote an event from their website, Facebook, or Twitter. Users can monitor traffic and sales generated from each referral source.

Agent sales reports are available only to the main account holder. These reports depict daily sales information for an agent account for use reconciling sales and cash drawers for box office staff.

Other types of reports are also emailed to the general address listed on the account or those specified by the event organizer following event creation. Users can choose whether to receive a daily sales report and/or an email report for every individual sale. Daily reports include general sales information on current quantity sold at each price level, while per-sale reports include specific patron name, contact, and purchase information. After event date sales end, a final sales report is emailed including an abbreviated door list and final event sales value information. If more specific emailed reports are required, our developers can create reports with custom fields (for instance, patron address or questionnaire answers) that are emailed daily.

Service Fee Structure

Brown Paper Tickets provides a straightforward solution to ticketing service fees. Our service fee is $0.99 + 3.5% of the face value of a ticket, which is generally charged to the patron at the time of their purchase. For payments processed with our in-house credit card processing option, organizers receive the entire ticket sales value for an event date, making the service essentially free to use. Checks are mailed, or we initiate a direct deposit payment into a bank account, within 10 days following the successful completion of an event.

Custom credit card processors allow you to capture funds from ticket sales immediately. Brown Paper Tickets integrates with PayPal Basic, Authorize.net, PayFlow, Payment Processing Inc, USA ePay, and PayPal WebPayments Pro. When integrating with another card processor, we give you a portion of the service fee collected from the patron to help offset the additional processing cost; no other ticket company does this. Patrons pay the full value of the ticket's cost and service fee into your card processor, and $0.99 + 1% of the tickets face value is sent to Brown Paper Tickets via automated transaction or invoiced to your account, depending on which payment method is integrated with. This leaves you with the ticket face value plus an additional 2.5%. Payments processed with external processors are paid to you as patrons complete their purchases.

The Brown Paper Tickets service fee can be added to the cost of the ticket or absorbed into the ticket price, hiding the fee from patrons. Additionally, if you've claimed a venue on the Brown Paper Tickets site, it's possible to set up a venue fee, adding an extra fee that you can set per ticket sold. This gives you more control over the total charged for ticket service fees.

Service fees are charged for every ticket sold through the Brown Paper Tickets site. Brown Paper Tickets does not charge fees on free tickets reserved through the site, tickets recorded with the Record Tickets tool, or on cash or check sales processed through the Sell Tickets tool.

When events are cancelled, Brown Paper Tickets assesses a cancellation fee for paid events. When using the Brown Paper Tickets credit card processor the fee is $0.99/cancelled ticket + 5% of the refunded sales value. When using a custom credit card processor the cancellation fee is $0.99/cancelled ticket + 2% of the refunded sales value. The fee is invoiced to user account and can be deducted from upcoming event sales or paid via check, card, or PayPal transaction.

Data Storage and Access

All information that patrons enter into the website is available for download by event organizers, excluding sensitive credit card information. At minimum, we provide patron name, phone number, and email address. Ordinary user data is not encrypted in our database, but cardholder data that requires encryption is encrypted in the database (credit card number, expiration). Cardholder information that is not to be stored (CVV) is not stored. User accounts do not have access to sensitive patron cardholder information. Accounts automatically log out of the site after a period of inactivity. This is built into the site and cannot be customized by users. Internal Brown Paper Tickets administrator account and information access requires an authorized user to log in with a secure, complex password.

Our contact center has policy and account authorization procedures in place to prevent unauthorized access.

Once an event is over, the listing is moved to a "past" section in the account. The event is still listed on the site but displays the message “There are no active dates for this event.” Past events cannot be located with the public event search tool after it has passed, though it may still be listed in online search engines.

Brown Paper Tickets saves all order and revision information from event listings entered into our system, and information is always available to event organizers, even after an event has concluded.

Event listings include revision histories that Brown Paper Tickets staff is able to provide to the UWM upon request. If an event organizer creates a large number of event listings, Brown Paper Tickets administrators are able to archive long past events in a separate account. Organizers still have access to the event and patron information with a separate, unique login.

Site Security and Uptime

The Brown Paper Tickets system is hosted on Brown Paper Tickets servers. The system is an Internet-accessed, Software as a Service (SaaS) model, so users do not need to download or license any software. We support all major browsers including Internet Explorer, Google Chrome, Safari, Opera, and Mozilla Firefox. Brown Paper Tickets maintains all system infrastructure and compliance, and regularly adds to and improves system features. Updates are available to users at no cost as Brown Paper Tickets developers implement them on the site. Some types of database and server updates do result in extremely brief system outages, but these are scheduled at times that are low demand to impact the fewest number of users. Brown Paper Tickets uptime is over 99.99%, and is able to recover from an unexpected system failure in less than 4 hours.

All interaction with our site after login is via HTTPS and is encrypted from client machine to our servers. We use HTTPS protocol with TLS1.2 and strong ciphers to ensure privacy when uploading or downloading information to or from the site. Brown Paper Tickets has attained PCI-DSS v3.2 Level 1 compliance. We have quarterly internal and external vulnerability scans and any findings are remediated, and we can provide proof of these scans if required. Brown Paper Tickets is able to inform the UWM of any security breach within 24 hours of discovery.

If Brown Paper Tickets stops providing ticket services, or in the event that UWM stops using Brown Paper Tickets' service, we are able to provide all required information to the UWM in an agreed-upon format and media and remove all UWM records from Brown Paper Tickets servers.