MINES24027 Electronic Ticketing RFP (Final).pdf

Request for Proposals

MINES24027

Electronic Ticketing System

Release Date:

March 12, 2024

Closing Date:

April 15, 2024

REQUEST FOR PROPOSAL - THIS IS NOT AN ORDER

TABLE OF CONTENTS

SECTION TITLE PAGE

I. Background and Overview 2 II. Schedule of Activities 3 III. Administrative Information 4 III.J Evaluation Criteria 9

III.L.10. Cooperative Purchasing 12 IV. Scope of Work 13 V. Information Required from Offerors 17 VI. Signature Page 24

Exhibit A Sample Personal Services Agreement Exhibit A Exhibit B Sample Service Level Agreement Exhibit B Exhibit C IT Vendor Request Form Questionnaire Exhibit C Exhibit D Offeror Questionnaire Exhibit D

SECTION I

BACKGROUND AND OVERVIEW

BACKGROUND:

THE COLORADO SCHOOL OF MINES COMMUNITY: Colorado School of Mines (hereinafter referred to as “Mines” or “University”) is a public research university devoted to engineering and applied science. It has the highest admissions standards of any university in Colorado, and among the highest of any public university in the United States. Mines has distinguished itself by developing a curriculum and research program geared toward responsible stewardship of the earth and its resources. In addition to strong education and research programs in traditional fields of science and engineering, Mines is one of the very few institutions in the world having broad expertise in resource exploration, extraction, production, and utilization. As such, Mines occupies a unique position among the world’s institutions of higher education.

REQUEST FOR PROPOSAL OVERVIEW:

Mines is seeking a qualified firm (“Contractor”) to provide a web-based ticketing software system (“System”) for use on the Mines campus. Mines currently uses a web-based ticketing software in a centrally located ticket office to manage ticket sales and operations for various Athletics, Student Life and other campus-wide events. Mines sells 80,000 tickets annually through the current ticketing system. Mines sells tickets in-person, over the phone and through a secure web page. Mines is looking to expand this operation so that all departments across campus can access the System and manage ticket sales for their events.

SECTION II

SCHEDULE OF ACTIVITIES

A. SCHEDULE OF ACTIVITIES

SCHEDULE OF ACTIVITIES DATE TIME (MT)

RFP Release Date March 12, 2024 n/a Offeror Written Inquiry Deadline March 26, 2024 3:00 PM Responses to Written Inquiries As soon as possible n/a Proposal Submission Deadline April 15, 2024 3:00 PM Presentations / Demonstrations TBD TBD

Best and Final Offers (BAFOs) If needed n/a

B. PRESENTATIONS/DEMONSTRATIONS

A presentation and/or demonstration may be requested of the Offerors deemed most qualified, after initial evaluation. It should be understood that a presentation may not be requested of any or all Offerors, and therefore complete information should be submitted with the proposal. If a presentation/demonstration is required, the date, time and location to be determined at a later date.

Date: TBD Time: TBD Location: TBD

Offerors invited to give a presentation may be asked to provide access to a sandbox environment following the presentation in order for the committee to further explore the System capabilities.

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SECTION III

ADMINISTRATIVE INFORMATION

A. INVITATION TO OFFER AND RESPONSIBILITIES OF OFFERORS

1. This RFP is issued for the Board of Trustees of the Colorado School of Mines for and on behalf of the Colorado School of Mines, a public institution of higher education, by the Mines Procurement and Contracting Department (“Procurement” or “Procurement Department”). This RFP is governed by the Colorado School of Mines Procurement Policies and Procedures (https://www.mines.edu/policy-library/wp-content/uploads/sites/87/2020/05/Procurement-Policy-and-Procedures-May-2020.pdf), Colorado School of Mines Fiscal Policies (https://www.mines.edu/policy-library/financial/), the Constitution of the State of Colorado, the applicable Colorado Revised Statues, and all applicable Colorado regulations.

2. Mines is hereby contacting prospective Offerors (“Offeror” or “Offerors”) who have an interest or are known to do business relevant to this RFP. Offerors wishing to submit a proposal must do so as directed in this document.

3. Mines encourages participation from all types of businesses including, but not limited to: small, minority-owned, women-owned, disabled veteran-owned, veteran-owned, HUBzone and large companies. If Offeror is able to provide the goods and/or services as requested, Mines encourages you to respond.

4. Communications during the solicitation process

a. Offerors or their agents are not to meet or communicate with Mines staff or any related parties associated with this opportunity during the pendency of the solicitation process (excluding any presentations, demonstrations, or formal procedures allowing questions). The solicitation process is deemed to have begun when Mines has publicly posted the advertisement of the RFP. The process is deemed to have concluded when a contract has been fully executed with the selected Offeror. It is the responsibility of the Offeror to know whether (s)he is engaging in an inappropriate communication with Mines staff.

i. Exception to the above is communication with the Procurement Department. Tyler Guerra shall be the exclusive point of contact throughout the RFP process.

b. Purchasing Agent Contact Information:

i. Agent Name: Tyler Guerra

ii. Address: 1500 Illinois Street Suite 240, Golden, CO 80401

iii. Email Address: procurement@mines.edu

c. Inappropriate communication may result in disqualification from the current solicitation process.

B. RFP POSTING / RFP ADDENDA

1. This RFP is posted on Bidnet Direct (https://bidnetdirect.com/colorado).

https://www.mines.edu/policy-library/wp-content/uploads/sites/87/2020/05/Procurement-Policy-and-Procedures-May-2020.pdf https://www.mines.edu/policy-library/wp-content/uploads/sites/87/2020/05/Procurement-Policy-and-Procedures-May-2020.pdf https://www.mines.edu/policy-library/financial/ mailto:procurement@mines.edu https://bidnetdirect.com/colorado

2. In addition to posting the RFP on Bidnet Direct, Mines may utilize other methods to notify prospective Offerors of this solicitation.

3. In the event that it becomes necessary to revise or modify any part of this RFP, an addendum will be posted on Bidnet Direct.

4. It is the responsibility of Offerors to carefully and regularly monitor Bidnet Direct for any postings related to this RFP.

C. OFFERORS’ INQUIRIES

1. Prospective Offerors may make inquiries in writing (Bidnet Direct is the only acceptable method) concerning this RFP, the scope of work, or other requirements.

a. No inquiries will be accepted after March 26, 2024, 3:00 PM Mountain Time.

2. Responses to any Offeror’s inquiries will be in writing, published as an addendum on Bidnet Direct. Offerors should not rely on any statements that alter any specifications or any other term or condition of the RFP other than through an officially posted addendum.

D. RFP CANCELLATION

Mines reserves the right to cancel this RFP at any time, without penalty.

E. PROTESTED SOLICITATION OR AWARD

1. Should any Offeror find any part of the specifications, scope of work, or terms and conditions to be discrepant, incomplete, or otherwise questionable, it shall be the responsibility of the concerned Offeror to notify the Purchasing Agent listed in this RFP immediately upon receipt of this RFP.

2. Any actual or prospective Offeror who is aggrieved in connection with either the solicitation or subsequent award of a contract may protest as detailed in the Procurement Policy and Procedures. The protest shall be submitted in writing within seven (7) business days after such aggrieved person knows, or should have known, of the facts giving rise thereto (emphasis added).

3. With regard to the emphasized language above, it is important for Offerors to note that a challenge to the solicitation’s requirements or specifications should be made within seven (7) business days of when the protestable item is known.

4. Any protest shall be directed to procurement@mines.edu.

5. Announcement of the awarded Offeror will be made via a posting Bidnet Direct website. The requirement for timely submission of any subsequent protest is seven (7) business days. This timeframe begins on the first business day following the posting of the award notice on Bidnet Direct.

F. PROPOSAL SUBMISSION

1. All proposals from Offerors MUST be submitted through Bidnet Direct (https://bidnetdirect.com/colorado).

Proposals must be received no later than April 15, 2024, 3:00 PM Mountain Time.

2. Late proposals will NOT be accepted. It is the responsibility of Offerors to ensure the proposal is submitted on Bidnet Direct by the submission date and time.

3. Emailed submissions will NOT be accepted.

4. Confidential / Proprietary Information

a. Submission of confidential / proprietary Information

i. Mines neither requests nor encourages the submission of confidential/proprietary information in response to this RFP. Information submitted will be open for public inspection. If Offeror has confidential/proprietary information, written requests for confidentiality can be submitted with the proposal, provided that the submission strictly follows the procedures below. This remains the sole responsibility of the Offeror.

ii. Questions regarding the application of the procedure must be directed to the Purchasing Agent listed in this RFP.

iii. Neither a response in its entirety nor price information will be considered confidential information as detailed in Mines’ Procurement Policy and Procedures.

iv. Confidential information may include, but is not limited to, trade secrets, privileged information and confidential commercial and financial information furnished by Offeror and may be withheld from inspection pursuant to the Colorado Open Records Act (“CORA”), C.R.S. 24-72-201.

v. Mines Procurement Department may attempt to cure any information that is found to be variant from the procedure below, however, an attempt to cure is not obligated. The Offeror may be given an opportunity to cure any variances after proposal opening.

vi. Any confidential / proprietary information submitted correctly, per the procedure below, will be deemed confidential unless the Procurement Department makes a written determination denying the request for confidentiality. The written determination will be emailed to the Offeror. If Offeror disagrees with Procurement’s determination, the proposal may be withdrawn.

b. Procedure for submitting confidential / proprietary information

i. A written request for confidentiality shall be submitted by the Offeror, with the proposal submission.

ii. The written request must be accompanied by the information that is requested to be held confidential. Specific reasoning as to why each requested element is to remain confidential must be included.

iii. All requested confidential documents must be separated from the rest of the proposal.

iv. All documents that are being requested as confidential or proprietary must have the term

“Confidential” or “Proprietary” in their title/file name and be clearly marked as Confidential or Proprietary within the document.

v. Confidentiality requests not in compliance with this procedure may be declared non-responsive and not given further consideration or may be given an opportunity to cure.

G. PROPOSAL SUBMISSION FORMAT

1. Proposals must include all requested information noted below.

2. Submit the following proposal information. Please include cover pages or headings for each section, appropriately labeled by title:

i. Written responses to questions in Section V Information Required from Offerors

ii. Section VI Mandatory Signature Page, completed and signed

iii. Confidential or Proprietary Information (as outlined in Section III.F.4.b.)

iv. Signed Question Addendum (if applicable)

v. Any other documents or information requested

H. ADDITIONAL CONDITIONS OF PROPOSAL SUBMISSION

1. Mines reserves the right to reject any or all proposals.

2. Offerors responding to this RFP need to register with and submit proposals through Bidnet Direct (https://bidnetdirect.com/colorado).

3. RFP Response Material Ownership

i. All materials submitted by Offerors become property of Mines. The University has the right to retain the original proposal and other RFP response materials. As such, the University may retain or dispose of all copies as lawfully deemed appropriate.

ii. The University reserves the right to use any or all information/material presented in the RFP, subject to limitations outlined in the Submission of Confidential / Proprietary Information Section

III.F.4.

iii. Proposals may be reviewed by any person after the notice of award has been posted to Bidnet Direct, subject to the terms of Colorado Open Records Act (“CORA”) CRS §§24-72-200.1 et seq.

4. The expenses incurred by the Offeror in preparation, submission, and presentation of the proposal are the responsibility of the Offeror and may not be charged to Mines.

5. A legally authorized agent of Offeror must sign the Mandatory Signature Page.

6. Conflicts of Interest

i. The signatory hereto avers that he/she is familiar with CRS §§18-8-301, et seq. (Bribery and

Corrupt Influence) and CRS §§18-8-401, et seq., (Abuse of Public Office) as amended, and that no violation of such provisions is present.

ii. The signatory hereto avers that to his/her knowledge, no University employee has any personal or beneficial interest whatsoever in the service or property described herein. See CRS §24-18-201 and CRS §24-50-507.

7. A proposal submitted in response to this RFP shall constitute a binding offer, unless otherwise withdrawn as allowed herein or within the Procurement Policies and Procedures. Acknowledgement of these conditions shall be indicated by signature of the Offeror, or an officer of the Offeror legally authorized to execute contractual obligations. A submission in response to this RFP acknowledges acceptance by the Offeror of all terms and conditions set forth herein. The Offeror shall identify clearly and thoroughly any variations between its proposal and the University’s RFP. Failure to do so shall be deemed a waiver of any rights to subsequently modify the terms of performance, except as outlined or specified in the RFP.

8. Contents of the proposal of the awarded Offeror (excluding any contract submitted by Offeror) will become contractual obligations if awarded. Failure of the successful Offeror to accept these obligations may result in a cancellation of the award. If cancellation of the award occurs, the University reserves the right to enter into negotiations with other Offeror(s) on the same terms and conditions as set forth in this RFP, opt to not award a contract, cancel the solicitation, or make such other disposition as the University deems most advantageous

I. EVALUATION AND AWARD PROCESS

1. All proposals submitted by due date and time, in response to this RFP, will be reviewed for responsiveness, completeness, and compliance by Procurement prior to referral to the committee. Responsiveness means a proposal that is complete and conforms in all material respects to the requirements contained in this RFP. Mines reserves the right to reject any or all proposals deemed non-responsive. Mines reserves the right to waive what are, in its judgement, minor informalities and/or minor irregularities in proposals received if doing so is deemed in the best interest of Mines. If a proposal is unclear, Offerors may be asked to provide written clarification if it is the best interest of the University to do so. Mines, in its sole discretion, reserves the right to reject proposals that it determines do not sufficiently meet requirements so as to be responsive or that cannot be easily corrected or clarified.

2. An evaluation committee will individually score all responsive proposals received in accordance with general criteria defined herein. Total scores will be tabulated by Procurement.

3. Presentations / Demonstrations

i. A presentation and / or demonstration may be requested of the Offerors deemed most qualified, after initial evaluation. However, it should be understood that a presentation may not be requested of any or all Offerors, and therefore complete information should be submitted with the proposal. Mines reserves the right to award without a presentation or demonstration from Offerors.

ii. If the evaluation committee requires a presentation / demonstration, the purpose shall be to:

1. Allow Offeror(s) an opportunity to present its proposal to the evaluation committee (and other campus stakeholders, if needed);

2. Allow the Offeror an opportunity to demonstrate its background and capabilities in providing the requested goods and / or services;

3. Allow Mines an opportunity to obtain further clarification of proposal aspects;

4. Allow Mines an opportunity to ask questions of the Offeror regarding its proposal;

5. Allow Mines to choose an awarded Offeror.

4. Mines, at its discretion, may utilize a Best and Final Offer (BAFO) stage for the short-listed Offerors.

5. The final recommendation of the evaluation committee, after all stages of the RFP process, will be officially recorded in writing by Procurement. The Procurement Department, after review of the final recommendation, will notify all Offerors of the results and post the award on Bidnet Direct.

6. The award will be made to the Offeror whose proposal, conforming to the RFP, is determined the most advantageous to the University, demonstrates the capabilities to perform the services, and offers beneficial pricing and other factors as noted herein considered. Mines may not select the lowest cost proposal. An agreement must be completed and signed by all parties concerned. In the event the parties are unable to enter into an agreement, the University reserves the right to enter into contract negotiations with other Offeror(s) on the same terms and conditions as set forth in this RFP, opt to not award a contract, cancel the solicitation, or make such other disposition or award as the University deems most advantageous.

7. After the RFP process is complete, should Mines fail to find an Offeror that is advantageous to Mines, for any reason and in Mines’ sole discretion, Mines reserves to the right to refuse or decline to award the

RFP.

J. EVALUATION CRITERIA

The evaluation committee will evaluate the merit of proposals based on the following criteria:

Description Total Max Points 250

Cost Max Points: 25 Standard Overall Cost Max Points

Costs for additional/options services Max Points

Performance Max Points: 200 Responses to Section V – Administrative Information 1.a. – 1. n. Max Points

Responses to Section V – Web Interface/Online Sales Questions 2.a.i.

– 2. a.vi.

Max Points

Responses to Section V – Selling Functionality Questions 3.b.i. – 3. b.vi Max Points

Responses to Section V – Customer Service Management Questions 4.c.i. – 4. c.vii.

Max Points

Responses to Section V – Reporting Questions 5.d.i. – 5. d.v. Max Points

Responses to Section V – Implementation/Installation Questions 6.e.i

– 6. e.ii.

Max Points

Responses to Section V – Security and Technology Questions 7.f.i. – 7.

f.xx.

Max Points

Responses to Section V – Privacy Questions 7.g.i. – 7. g.xiii. Max Points

Responses to Section V – Hardware Requirements and Capability Questions 7.h.i. – 7. h.iv.

Max Points

Response to Section V – Training Questions 7.i.i. Max Points

Responses to Section V – Maintenance and Support Questions 7.j.i. –

7. j.xi.

Max Points

Responses to Section V – Accessibility Requirement Questions 7.l.i. –

7. l.vi.

Max Points

Additional features or services Max Points

Other Max points: 25 Proposal format is professional and complies with the Section III.G. Max Points

Offeror is a good overall fit, or most beneficial for Mines. Max Points

K. DISQUALIFICATION OF OFFERORS

Offerors may be disqualified for any of the following reasons:

1. If Offeror or any Offeror’s agents contacts any Mines employee, other than the Procurement Department, during this RFP process (excluding discussion during any pre-bid or presentation events), as outlined in Section III.A.4., Offeror may be disqualified.

2. Failure of Offeror to provide in the proposal, any information requested in this RFP may result in a determination of non-responsiveness thereby disqualifying the proposal.

L. CONDITIONS OF FINAL AGREEMENT FOR AWARDED OFFEROR

1. The final Agreement resulting from the award will be in the form required by Mines, in compliance with current Colorado statutes and regulations, Mines Fiscal Rules, and Mines Procurement Policy and Procedures. The Agreement will include all such terms and conditions required by these statutes and rules, and the Agreement will acknowledge that such terms and conditions supersede any attachment or exhibit of the Agreement.

2. The final Agreement will state that Colorado law shall govern.

3. Offeror must agree to indemnify Mines, pursuant to the language in the attached sample Personal

Services Agreement (“Agreement”).

4. The Constitution of the State of Colorado and CRS §24-106-109, the laws of the State of Colorado shall be applied in the interpretation, execution, and enforcement of any Agreement resulting from this RFP. Any provision of said Agreement, whether or not incorporated herein by reference, that requires the state or Mines to indemnify another person, to engage in binding arbitration or any other binding extra-judicial dispute resolution process, to limit liability for injury, death, or damage to tangible property, or which is otherwise in conflict with the referenced statute shall be considered null and void. Nothing contained in any provision which purports to negate this subsection or any other special provision (as contained in §18 of Mines’ Agreement), in whole or in part, shall be valid or enforceable or available in any action at law or in equity whether by way of complaint, defense or otherwise. Any provision rendered null and void by the operation of statute shall not invalidate the remainder of said Agreement to the extent that said Agreement is capable of continued performance if otherwise in accordance with the intent of the parties.

5. When Federally Funded grants are the originating funding source, additional contracting language as outlined in the Federal Acquisition Regulations (FAR), available at https://www.acquisition.gov/far/, may be required, and, if required, will be non-negotiable.

6. All products produced in response to the Agreement resulting from this RFP will be the sole property of

Mines unless otherwise noted in the final Agreement.

7. Term of the Agreement

i. The initial term of the final Agreement is anticipated to be for a period commencing as soon as possible after an Agreement has been reached, and ending no later than three years after the commencement of the Agreement.

ii. If Mines requires these same goods and/or services after the initial term, the Agreement may be extended and if necessary, pricing negotiated. Total term of the final Agreement may not exceed five (5) years.

iii. A sample Agreement is attached as Exhibit A.

8. Offeror may request exceptions to the standard terms and conditions of the Mines Agreement; however:

i. Exceptions to certain terms and conditions are not allowed

1. Terms that are non-negotiable include but are not limited to, Section 18 Special Provisions (located in Mines’ attached sample Agreement), and any items required by the State of Colorado Statutes.

2. Mines is prohibited from indemnifying (in any and all forms) any parties, including Offerors and any Offeror subcontractors. This point is non-negotiable.

ii. Mines may or may not accept Offeror’s requested exceptions.

iii. In lieu of exceptions, any blanket language such as “terms and conditions shall be negotiated in good faith” or other similar language will not be accepted. Offeror must provide any exceptions to the sample Agreement with proposal submission. Should Offeror not provide any exceptions, it is deemed that Offeror accepts the Agreement as presented in this RFP. Mines will reject any later attempts to negotiate the terms from the main body of the Agreement.

9. Offeror may provide a sample Offeror contract / End User License Agreement / Data Sharing Agreement / Software License Agreement / Maintenance Agreement / Technical Support Agreement or the like, that https://www.acquisition.gov/far/ contains supplemental terms and conditions that Offeror desires to be included as part of the agreement.

Mines may determine, after award, it is in its best interest to utilize an Offeror contract but is not obligated or bound to do so. If Mines decides to utilize Offeror’s contract, Mines Special Provisions (located in Exhibit A) will be added, as well as any other state required statutes. Mines is not bound to accept these terms as part of the ensuing agreement. Mines may negotiate such supplemental terms and conditions that do not materially conflict with the Agreement terms and conditions detailed in this RFP and do not materially change the nature of this solicitation or adversely affect competition. If the parties do not agree on the inclusion of the supplemental terms and conditions, Mines may: 1) enter into an agreement with the Awarded Offeror without the agreement submitted by the Offeror; or 2) such submissions will be considered non-responsive and Mines may enter into an agreement with another responsive Offeror.

Mines will not consider any terms and conditions that are not submitted with the proposal including web links within an Offeror provided Agreement. Providing an Offeror sample contract of any type listed above does not alleviate Offeror of the responsibility of submitting exceptions, if any, to the Mines Agreement as noted above.

10. Cooperative Purchasing

i. By submitting a proposal to this RFP, being awarded and executing a final agreement, Offeror acknowledges that other eligible State Agencies, political subdivisions, or public institutions of higher education (“Participating Entity” or “Participating Entities”) are permitted to utilize the award of this RFP and final agreement, including pricing, at its discretion and with agreement of the awarded Offeror. Awarded Offeror may, at its sole discretion, accept an order from a Participating Entity for the purchase of the goods and/or services at the prices listed under the final agreement. Quantities and configurations will be agreed upon by the awarded Offeror and Participating Entity.

ii. Each Participating Entity will determine if it has authority to utilize the award and final contract and would like to contract directly with the awarded Offeror(s). The Participating Entity is responsible to establish its own contract terms, place its own orders, issuing its own purchase order, be invoiced and make payments. All cooperative purchasing shall be transacted solely between the requesting Participating Entity and Offeror.

iii. To be clear, it is understood and agreed that Mines is not a legally binding party to any contractual agreement made between the Participating Entity and the awarded Offeror(s) as a result of this RFP. The exercise of any rights, responsibilities or remedies by any Participating Entities or Offeror(s) shall be the obligation of each Participating Entity. Mines assumes no responsibility for payment, performance, or any liability or obligation associated with any cooperative procurement. Mines shall not be responsible for any disputes arising out of transactions made by any Participating Entities.

11. Mines is not liable for any cost(s) incurred by successful Offeror prior to issuance of an agreement, or purchase order.

12. In the event the parties are unable to enter into an agreement, Mines reserves the right to enter into contract negotiations with other Offeror(s) on the same terms and conditions as set forth in the RFP, opt to not award a contract, cancel the solicitation, or make such other disposition or award as Mines deems most advantageous.

SECTION IV

SCOPE OF WORK

Contractor must provide a fully developed and tested cloud -based, software as a service(“SaaS”) ticketing software system (“System”)that allows end users to manage ticket operations for their respective campus partners including, Athletics, Student Activities and other departments as needed. This System must be available to all departments, but operations shall remain independent for each department. Additionally, the software package mustbe flexible in its application to each area as well as in its reporting abilities. The ability to provide robust patron management capabilities will also be a key point in this project. This includes the use of existing Mines credentials for Mines community members as well as a user-friendly guest account creation process. Mines anticipates growth in online sales, so a platform that allows for increased traffic is also highly desired.

A. Web Interface/Online Sales The System must:

1. Interface with Mines website.

2. Support front-end (customer) interface and back-end (administrator) interface.

3. Handle package renewals, new season purchases, and flexible packages.

4. Allow users to choose their own seat(s).

5. Allow for cash, and credit card processing, as well as custom integrated features like campus payment cards or accounts.

6. Be available for use 7x24x365.

7. Be capable of issuing invoices on a per event basis.

8. Provide flexibility in the System’s ability to add logos, graphics, and other information on event pages.

B. Selling Functionality The System must:

1. Support onsite, walk-up, phone, online, season ticket, and group ticket sales.

2. Support zero (0) dollar tickets (i.e. donation tickets, corporate sponsor tickets).

3. Support exchanging or refunding tickets.

4. Provides a functional waitlist feature.

5. Allow for ticket bundling for multiple events as one payment transaction and individual tickets for each event.

6. Have flexibility and robustness in setting and correctly determining customer ticket pricing based on institutional affiliation/role (e.g. student vs employee vs alumni vs non-affiliation).

7. allow for print-at-home E-Tickets, mobile tickets (sent via text message), or thermal ticket printing.

8. Use barcode scanning for ticket validation and recording attendance data.

9. Provide the ability to control seating prices from within the system for the seating management option, and the option to change ticket prices as required.

10. Be user-friendly for a wide range of end-users of varying degrees of technological expertise.

11. Support add-on purchases (i.e. concessions vouchers, apparel, etc.)

12. Have the ability to add specific and custom entry fields at checkout.

C. Customer Service Management The System must:

1. Collect and manage customer information regarding single season and package sales.

2. Track donations tied to ticket sales.

3. Have capabilities in e-mail batching and other marketing components.

4. Integrate with mobile and social media.

5. Have the capability to manage promotional sales.

6. Provide a 24x7x365, real time, support hotline or representative.

7. Provide the ability to invoice separate accounts or groups on campus.

D. Reporting

1. Include a complete set of finance, event, and marketing reports, all available in real time.

2. ensure reports are available to view online or exported to Excel or PDF format.

3. Create custom reportsfor Mines should information be requested that is currently unavailable within existing reports.

4. Support data collection and analysis regarding customer demographics and sales/revenue.

5. Allow the import of data from a variety of systems including campus payment applications, campus information systems (like Banner, Workday, Canvas, Jenzabar, Peoplesoft), fundraising platforms, and other user or contact management systems that output data in CSV or similar Excel-friendly formats.

6. Provide access to all materials and tools for relevant performance data, usage metrics, or other sales data via a modern, secure REST API to allow aggregation of data via the university’s data warehouse.

E. Security and Technology

1. Be entirely cloud-based and Software as a Service (SaaS) solution and require no on-premises server infrastructure (beyond point of sale “POS”) to function.

2. Support Single-Sign On (“SSO”) authentication integration/compatibility with Mines’s current system.

3. Provide authentication to password-protected digital tools and must support SSO via (in order of preference):

i. SAML 2.0

ii. OAuth 2.0

iii. Okta

4. Provide all tools requiring user provisioning or the rostering of professors, administrators, power-users, classes, locations, etc. must do so by automated means and data must be exchanged. All materials and tools should provide access to relevant performance and usage metrics data via a modern, secure REST API to allow aggregation of data via the university’s data warehouse via secure channels. SCIM provisioning is preferred.

i. Applications used for student instruction must support integration through Okta.

5. Integrate with Workday via secure representational state transfer (“REST”) Application program interface

(“API”) and/or secure file transfer.

6. Integrate with CASHNet to allow CASHNet as the payment processor for financial transactions. Integration methods shall include secure REST API and/or secure file transfer.

Additionally, the Contractor must:

7. Maintain PCI 4.0 compliance.

8. At all times maintain compliance with the most current payment card industry data security standard (“PCI

DSS”). The contractor will be required to provide written confirmation of compliance annually. Contractor acknowledges responsibility for the security of cardholder data as defined within PCI DSS. Contractor acknowledges and agrees that cardholder data may only be used for completing the contracted services as described in the full text of this document, or as required by the PCI DSS, or as required by applicable law.

9. Perform at least annual compliance reports provide a copy to Mines that includes Contractor report and any of Contractor’s subcontractors or agents that perform any services relating to PCI. Additionally, Contractor agrees to ensure that all terminals or processing tools are tested at least annually and that the reports shall be provided to Mines as evidence of compliance status.

10. Use reasonable precautions, including but not limited to, physical, software, and network security measures, employee screening, training, and supervision and appropriate agreements with employees, to prevent anyone other than Mines or its authorized employees from monitoring, using, gaining access to or learning the import of End User’s or Mines data; protect appropriate copies of End User’s or Mines data from loss, corruption or unauthorized alteration; and prevent the disclosure of End User or Mines passwords and other access control information to anyone other than authorized End Users or Mines employees. Contractor will periodically test and re-evaluate the effectiveness of such precautions. Contractor will notify Mines within (48) hours, if such precautions are violated and End User or Mines data are affected thereby or passwords or other access information is disclosed. Notwithstanding the foregoing, Contractor and its employees may use, process, view the contents of or monitor End User or Mines data to the extent necessary for Contractor to perform under this agreement.

11. In the event of an incident, breach, or otherwise unauthorized access to cardholder data stored at or for Contractor, Contractor shall immediately notify the Director of Colorado School of Mines Procurement and Contracting to allow the proper PCI DSS compliant breach notification process to commence. Contractor shall provide appropriate payment card companies, acquiring financial institutions and their respective designees access to the Contractor's facilities and all pertinent records to conduct a review of the Contractor's compliance with the PCI DSS requirements.

12. In the event of an incident, breach or unauthorized access to cardholder data, Contractor acknowledges any/all costs related to breach or intrusion or unauthorized access to cardholder data entrusted to Contractor deemed to be the fault of Contractor shall be the liability of Contractor. Contractor agrees to assume responsibility for informing all such individuals in accordance with applicable law and to indemnify and hold harmless Mines and its officers, and employees from and against any claims, damages or other harm related to such breach.

13. Agree to work collaboratively with Mines in the event of an incident, sharing information and forensic results of the investigation. Further Contractor will not notify Mines affected parties without first consulting with Mines and jointly agreeing on how to proceed in the event of an incident.

14. Be responsible for notifying the University of the selected vendors PCI compliance status and providing all documentation of compliance to the University within 3 days of any change in status.

15. Provide a clear and detailed PCI compliant guide to the University and the agrees to provide support to install the POS in a PCI compliant manner.

16. Be responsible for providing documentation, guidance and assistance for the installation, maintenance, and support of said items in a PCI compliant manner, if the University requires any infrastructure which falls into the scope of PCI compliance.

17. Provide detailed documentation on how that meets PCI compliance requirement if any virtual infrastructure (e.g. servers/services) are required either inside the University or external.

18. Provide multilingual support including, but not limited to English and Spanish for all digital tools with a public-access web presence.

F. Privacy The Contractor must:

1. Comply with all applicable data privacy laws and regulations.

2. Not collect any patron or client information from third parties.

3. Not share any patron information with another party.

4. Upon RFP award, provide a signed copy of the Colorado School of Mines Data Protection Addendum (example

DPA attached as Exhibit A, Addendum D.

G. Hardware Requirements and Capabilities The System must be a cloud-based ticketing platform with administrative control, event management and reporting functionality available from any computer - Mac or PC, cellphone or tablet having an internet connection and web browser. All digital user interfaces and dashboards must be implemented using HeperText Markup Language 5 (“HTML5”). Recommended Hardware Minimums:

1. Central Processing Unit (“CPU): Intel Core i5 or greater

2. Random Access Memory (RAM): 4GB (8gb+ preferred)

3. Operating System: Windows 11 or OS

4. Network connection: 10MB or faster ethernet for box offices. Mobile box office may rely on Wi-Fi, but ethernet is always preferred for stability.

5. Additionally, the system shall utilize support scanning / tap capabilities with Mines “Blaster Card” (campus proximity key card)

H. Training Contractor must provide:

1. On-demand training materials and videos

2. Live web-based training.

3. On-site training, if requested.

I. Maintenance and Support

Contractor must provide:

1. Standard business support during business days (M-F, 8am-5pm MT).

2. Standard technical support, 24 hours a day, 7 days a week.

J. Accessibility Requirements

1. All digital tools and user interfaces must meet or exceed Web Content Accessibility Guidelines (“WCAG”) 2.0

AA accessibility standards per Office of Civil Rights and the Americans with Disabilities Act (sections 504 and 508)

2. Mines’ Electronic and Information Technology Accessibility Policy is located at:

https://www.mines.edu/policy-library/eit-accessibility-policy/

3. Contractor shall be in full compliance with the American’s with Disabilities Act (“ADA”) and allow for ADA accessibility and companion seating through all self-service transactions.

https://www.mines.edu/policy-library/eit-accessibility-policy/

SECTION V

INFORMATION REQUIRED FROM OFFERORS

Please respond to each of the following items below. If the Offeror fails to provide any of the information requested in this RFP, the Offeror’s response may be deemed non-responsive and that may result in disqualification of the Offeror.

Please restate the question or request and respond accordingly.

1. Administrative Information:

A. Please list firm name (include any DBAs or parent companies), address, FEIN#, e-mail address and phone number. If you have a Denver Metro office that is different from the firm’s primary location, please provide that information.

B. Has your firm ever operated under a different name? Please list any previous names within the last ten (10) years.

C. Give a brief description of the firm, including size and number of years in business.

D. List whether your firm is registered (on SAM.gov) as a small business or other special business designation (e.g., veteran-owned, woman-owned, minority-owned, HUB-zone, etc.). If any of the designations apply, please be sure your firm’s W-9, W-8BEN, or W-8BEN-E is noted as such.

E. Awarded Offeror is required to obtain and maintain insurance as outlined in Exhibit A, Section 11

“INSURANCE.” Please affirm that your firm can meet these insurance requirements. You may have to check with your insurance carrier to verify that you can meet the requirements. Mines must be listed as additional insurance and subrogation waiver is required.

F. As a note, Mines, as a State of Colorado University of higher education, is exempt from all federal excise taxes and from all state government use taxes. Ensure any pricing excludes taxes. Please confirm acknowledgement.

G. Has your company ever been subject to or filed any litigation, judgements, claims, arbitration proceedings or lawsuits? If yes, provide details and state the current status.

H. Provide contact information (phone number and e-mail address) for at least three (3) references, (preferably higher education) that you authorize Mines to contact. Include description of work completed or product provided, dates of the work, how the reference is relevant to this RFP and Mines.

I. Provide the name, phone number and email address of the person(s) that should be contacted regarding the proposal.

J. Provide the name, phone number and email address for the person(s) who shall be assigned as the direct contact(s) for Mines for the duration of services provided.

K. Provide any redlines or agreement exceptions (sample Agreement is attached as Exhibit A). Please note, not all contract exceptions will be accepted as Mines is a State of Colorado entity. See Section III.L. of this RFP for additional important information. Any requested revisions should be substantially in line with the contract as written, this is especially true with the Exhibit A, Addendum D, Data Protection Addendum. Please confirm acknowledgement.

L. Mines is a pay-to-park campus. All parking information can be found at https://www.mines.edu/parking/. If, as a part of the final Agreement, Offeror must be on campus, Offeror is responsible for all parking costs. Please confirm acknowledgement.

M. If it is your intention to submit confidential or proprietary information, carefully review Section III.F.4.b. and properly follow the outlined procedures. Please confirm acknowledgement.

2. Scope of Work:

A. Include a Letter of Interest & Executive Summary. The letter should include a response to how you meet the qualifications listed in the scope of work. The executive summary (i.e., a proposal overview) should help the evaluation committee determine the proposal’s distinguishing characteristics.

B. Please respond to each requirement listed in the Scope of Work (Section IV A through J). Each response should restate the number/letter, and requirement and provide details as to how your firm meets or exceeds that requirement. If your firm cannot meet that requirement, please explain.

C. Confirm that you have thoroughly reviewed the Data Protection Addendum (“DPA”) attached as Exhibit A, Addendum D. The DPA will be part of the final contract.

D. Web Interface/Online Sales

i. Describe how the system will handle package renewals, new season purchase and flexible packages

(such as the ability to purchase 5 tickets that can be used either all at one game or at up to 5 individual games to be selected at a future date).

ii. Describe any options and functionality available in the system that will allow a user to choose their own seat.

iii. Describe your system’s ability to support the use of existing institutional credentials for customers within the Mines community. Mines can support Shibboleth, CAS or Active Directory and preference will be given to members of the InCommon Federation. Describe your system’s ability to support guest account creation and authentication (for the non-Mines community).

iv. Can the system add on other purchases (besides tickets), such as merchandise?

v. Describe the process of creating multiple accounts within the system.

1. Are there limits to how many accounts can exist?

2. Do individual accounts only have access to view/edit the information they input?

vi. Describe the user account functionality.

1. Can events be created or changed manually by the user, or do requests with the

Contractor have to be submitted?

https://www.mines.edu/parking/

vii. Describe the system’s flexibility in adding logos, graphics, and other information on various venues and event pages.

E. Selling Functionality

i. Describe the system’s transaction process for walk-up, phone, online, season ticket, and group sales.

ii. Describe the system’s ability to process $ zero (0) tickets.

iii. Describe the system’s flexibility and robustness in setting and correctly determining custom ticket pricing based on institutional affiliation / role (e.g. student vs employee vs alumni vs non-affiliation).

iv. Describe how tickets are delivered to the customer, e.g. email, mobile app, hard copy.

v. Describe how tickets are validated at the venue at the time of the event.

1. Is additional hardware required?

vi. Describe options for exchanging or refunding tickets.

1. Describe the process for ticket refunds or exchanges.

vii. Describe how the system tracks donations tied to ticket sales.

viii. Describe the system’s capability to manage promotional sales.

F. Customer Service Management

i. Describe your customer service approach.

ii. Describe how the system collects and manages customer information regarding single season and package sales.

iii. Describe the system’s capabilities in the areas of e-mail batching and other marketing components.

iv. Describe how the system integrates with mobile and social media platforms.

v. Describe your process for submitting invoices to Mines.

G. Reporting

i. Describe the system’s approach/strategy for reporting. This description shall include, but is not limited to:

1. Reporting flexibility.

2. Ability to customize reports using any available field; and

3. Ad-hoc reporting capabilities

ii. Provide a list of all reports delivered as part of the base product including a short description of each.

1. Also include a sample of several reports for review.

iii. Describe reporting output formats available.

iv. Describe the support offered to the University to build custom reports and troubleshoot reporting errors.

v. Describe the system’s ability to import and export data, including any file type limitations.

H. Implementation / Installation

i. Describe your implementation process and proposed timeframe based on a contract date of and include examples of previously used project plans.

ii. Describe the implementation / system conversion process and what your organization provides as it pertains to each of the items below.

1. Project management

2. Business consulting

3. Website creation/development

4. Data communication links

5. Seating manifest and map creation

6. System configuration setup

7. Initial event creation

8. Database conversion

9. Hardware installation

10. Conversion

11. Implementation

12. Conversion

I. Security and Technology

i. Provide information on your system update schedule.

ii. Is the system fully cloud-based (SaaS)?

iii. Is any on-premises infrastructure (beyond POS) required?

iv. How long is the system down or unavailable during updates?

v. Can system updates be deferred or delayed if the timing somehow conflicts with upcoming event sales?

vi. Is your company capable of integrating with payment processor CASHNET?

vii. Describe how the system will interface with the University’s website.

viii. Describe what Internet browsers the system supports for front-end (customer) interface and back-end

(administrator) interface.

1. Are all aspects of the UI in HTML5?

ix. Describe the interface used for administration and configuration.

1. Does your solution require a specific application for administration or is all administration done via a web interface?

2. If the former, please list the OS and hardware compatibility requirements.

3. If the latter, what Internet browsers does it support?

x. Describe any communication that is not encrypted including an explanation as to the sensitivity of that information transmitted in a readable format.

xi. Provide a list of the minimum version of any encryption protocol (e.g., TLS) allowed by any public facing services (e.g., HTTPS, SFTP) and describe the process by which encryption technologies are retired as weaknesses are found.

xii. Can the system be accessed on any device with an internet connection including computers, smartphones, tablets, laptops?

xiii. Can the system support SSO via modern authentication methods (e.g. SAML 2.0, OAuth 2.0, Okta)?

1. Are any additional cost involved?

xiv. Can the system support automated user provisioning and is the provisioning/demographic data shared securely?

1. Does your system support SCIM provisioning?

xv. Provide guidance documentation and the name of the firm’s compliance officer that will sign off and confirm yearly that the system is maintained and implemented in a PCI complaint fashion within the University.

xvi. Clearly state whether this proposal is for a self-hosted option (on premises at the University using University hardware) or vendor-hosted (off-premises, outside of the University).