PART 2_BMP003587_Website-POS-Call center.pdf

Request for Proposal Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement Office 100 N 15th Ave., Suite 402

Phoenix, AZ 85007

PART 2 of the Solicitation Documents

Template version 6.0 (28-JAN-2020)

Table of Contents

Page 1 of 101 2 A v a i l a b l e o n l i n e a t A P P . A Z . g o v

Part 2: Scope, Pricing and Terms and Conditions

SECTION 2-A: Scope of Work ……………………………………………………………………………………………………4

1.0 ..... INTRODUCTION

2.0 ..... PURPOSE AND BACKGROUND

3.0 ..... EXISTING EQUIPMENT AND TECHNOLOGY

4.0 ..... PAYMENT CARD GATEWAY AOC

5.0 ..... REQUIREMENTS FOR CENTRALIZED RESERVATION SYSTEM (CRS), POINT OF SALE WITH

CENTRALIZED INVENTORY MANAGEMENT (POS), AND EVENT MANAGEMENT

5.1 ..... GENERAL REQUIREMENTS

5.2 ..... RESERVATION REQUIREMENTS AND CRS CONFIGURATION

5.3 ..... CRS FUNCTIONAL REQUIREMENTS

5.4 ..... INTERNET AND WEBSITE RESERVATION REQUIREMENTS

5.5 ..... EVENT MANAGEMENT REQUIREMENTS

5.6 ..... CUSTOMER ACCOUNTS

5.7 ..... RESERVABLE ITEM MANAGEMENT

5.8 ..... DAY USE REQUIREMENT

5.9 ..... POINT OF SALE (POS)

5.10 ... ADMINISTRATIVE REQUIREMENTS

5.11 ... ACCOUNTING REQUIREMENTS

5.12 ... GENERAL REPORTING

6.0 ..... CALL CENTER REQUIREMENTS

6.1 ..... GENERAL REQUIREMENTS………………………………………………………………………………………… 33

6.2 ..... CALL CENTER COMPONENTS

6.3 ..... TOUR RESERVATIONS

6.4 ..... STAFFING

6.5 ..... CALL RECORDING

6.6 ..... PERFORMANCE METRICS

6.7 ..... CURRENT CALL CENTER METRICS

7.0 ..... OPERATIONAL WEBSITE

https://procure.az.gov/bso/

Bpm003346

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 2 of 101 2 A v a i l a b l e o n l i n e a t : A P P . A Z . g o v

8.0 ..... OPTIONAL SERVICES (ONLY PERTAIN TO SECTION 8)

8.1 ..... MOBILE APPLICATION

8.2 ..... AUTOMATED SELF-CHECK IN AND CHECK OUT

8.3 ..... WAITLIST/STANDBY

8.4 ..... ADVANCE DAY USE SALES

8.5 ..... FAST PASS ENTRY

8.6 ..... ONLINE GIFT STORE

8.7 ..... APPLE PAY/GOOGLE PAY

8.8 ..... SELF-PAY KIOSKS

8.9 ..... SELF-PAY KIOSKS WITH ENTRY GATE

8.10 ... VISITOR’S REWARD PROGRAM:

9.0 ..... TRAINING REQUIREMENTS

9.1 ..... GENERAL REQUIREMENTS

9.2 ..... TRAINING MATERIAL

9.3 ..... TRAINING SESSIONS

9.4 ..... TRAINING SYSTEM

9.5 ..... TRAINING PLAN

10.0 ... EQUIPMENT, SERVICES, AND SUPPORT

10.1 ... SECURITY

10.2 ... SOFTWARE AS A SERVICE (SAAS)

10.3 ... PUBLIC WEB SERVICE AVAILABILITY

10.4 ... CENTRAL DATA STORAGE AND STRUCTURES

10.5 ... SCALABILITY

10.6 ... DESKTOP CLIENT AND MOBILE DEVICE SUPPORT

10.7 ... SCANNERS AND READERS

10.8 ... EQUIPMENT

10.9 ... RECORDS/DATA

10.10 . COMMUNICATIONS AND NETWORK

10.11 . DISASTER RECOVERY

10.12 . BACKUPS

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 3 of 101 2

10.13 . MAINTENANCE AND SUPPORT

10.14 . PROJECT MANAGEMENT/PLANNING AND STAFF SUPPORT

10.15 . CONTRACTOR HELP DESK

10.16 . WORK DAYS AND HOURS

10.17 . ESCROW OF SOURCE CODE FOR BUSINESS CONTINUITY

11.0 ... PERFORMANCE GUARANTEES

12.0 ... TRANSITION & MIGRATION PLANS

13.0 ... BUSINESS RULES

14.0 ... ARIZONA STATE PARKS AND TRAILS RESPONSIBILITIES

15.0 ... COST PROPOSAL

16.0 ... RFP SCHEDULE OF EVENTS (DATES SUBJECT TO CHANGE AS NEEDED)

17.0 ... EVALUATION PROCESS: REFER TO PART 3 SECTION 6.5

18.0 ... DEFINITIONS

SECTION 2-B: Pricing Document

SECTION 2-C: Special Terms and Conditions

SECTION 2-D: Uniform Terms and Conditions

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 4 of 101 2

SECTION 2-A: Scope of Work

1.0 Introduction

1.1 The Arizona State Parks and Trails (hereinafter referred to as “ASPT”), established within the State of Arizona (hereinafter referred to as the “State”), in accordance with the Arizona Revised Statutes A.R.S. 41-2501 et seq., was established in 1957 with a mission to manage and conserve Arizona’s natural, cultural and recreational resources.

ASPT is seeking proposals from qualified individuals and organizations to provide a Centralized Reservation System (CRS), Point of Sale (POS) with Centralized Inventory Management, Event Management, Call Center, and Operational Website. At a minimum, the Contractor shall have the requisite experience, expertise and resources to provide the required services as described in subsequent sections of the Request for Proposals (RFP).

2.0 Purpose and Background

2.1 The purpose of this solicitation is to procure a contractor or contractors (“Contractor”) to provide a Centralized Reservation System (CRS), Point of Sale (POS) with Centralized Inventory Management, Event Management, Call Center, and Operational Website for ASPT.

2.2 Components & Response: At a minimum, the Contractor shall have the requisite experience, expertise and resources to provide the required services as described in subsequent sections of the RFP. Preference will be given to bids that include all required components; however, ASPT will accept bids that do not include the Operational Website and ASPT will accept bids that only include the Operational Website.

2.2.1 The Contractor shall submit detailed responses to all sections of this RFP as applicable. Submissions will be reviewed for bidder’s qualifications and ability to satisfy each section of the Scope of Services and System Requirements.

2.2.2 Proposals for the Operational Website only; may respond to the following sections as not applicable due to Operational Website proposal only;

2.2.2.1.1 4.0 Payment Card Gateway AOC (only if solution does not include credit card transactions)

2.2.2.1.2 5.0 Requirements for Centralized Reservation System (CRS), Point of Sale with Centralized Inventory Management (POS), and Event Management

2.2.2.1.3 6.0 Call Center

2.2.2.1.4 7.0 Event Management

2.2.2.1.5 8.0 Optional Services

2.2.3 Proposals without the Operational Website; may respond to section 7.0 Operational Website with an explanation that these services are not provided.

2.3 History: ASPT manages more than 30 state parks throughout Arizona. ASPT offers online and phone reservations for campsites, cabins, and guided tours with its current system, Itinio. ASPT

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 5 of 101 2 uses its consumer-facing website to promote all parks, encourage reservations, increase brand awareness, and educate the public about its mission, parks, and offerings.

2.4 Parks: The implementation is for the parks listed below in section 2.6, Existing Reservation Facilities, which includes two new parks currently being developed (Havasu Riviera and Rockin’ River Ranch) and the expansion of the Upper Loop campsite at Cattail Cove. The Contractor shall develop and deliver a CRS that is expandable in such a manner to allow adding to the existing properties and amenities (e.g. cabins, boat rentals, etc.) in the CRS regardless of management and oversight authority (refer to Exhibit 1 Map). ASPT also partners with local agencies and organizations to cooperatively manage four (4) state parks (hereafter referred to as Partner Parks). These four Partner Parks must have the option to opt-in to the reservation system, at no additional cost to ASPT.

2.5 Requirement Designation: For the purposes of this RFP, “shall” designates a mandatory feature for the fulfillment of the proposal and “may” designates a preferred feature for the fulfillment of the proposal. The cost proposal shall list specialized pricing for any requirement labeled may, preferred or optional that will increase the overall cost for the Scope of Work separately, so ASPT can determine if the requirement or functionality is cost beneficial.

2.6 Existing Reservation Facilities

2.6.1 Reservable Campsites/Cabins and POS Stations by park:

Park Name Current Reservable Camping Sites

(Individual/Group)

Current Reservable Cabins

Current POS Stations (Standard/Mobile)

Alamo Lake 209/2 4 2/0

Buckskin Mountain 87/0 0 3/0

Catalina 153/30 0 2/1

Cattail Cove 62 (+60 in 2022) 0 2/1

Colorado River (Partner Park)

0 0 0

Dankworth Pond (with Roper Lake)

0 0 0

Dead Horse Ranch 159/23 8 2/1

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 6 of 101 2

Fool Hollow Lake 121/0 0 2/0

Fort Verde 0 0 1/0

Granite Mountain Hotshots

0 0 0/1

Havasu Riviera (Opening Summer 2021)

0 0 0

Homolovi 53/0 0 1/1

Jerome 0 0 1/0

Kartchner Caverns 61/20 4 8/2

Lake Havasu 54/0 13 3/0

Lost Dutchman 80/0 5 3/0

Lyman Lake 56/0 8 1/0

McFarland (Partner Park)

0 0 0

Oracle 0 15 1/0

Patagonia Lake 121/0 7 3/2

Picacho Peak 85/113 0 2/1

Red Rock 0 0 2/0

Riordan Mansion 0 0 1/0

River Island 37/0 0 1/0

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 7 of 101 2

Rockin’ River Ranch (Opening 2022)

0 0 1/0 (anticipated)

Roper Lake 64/14 8 2/1

San Rafael Ranch (Closed)

0 0 0

Slide Rock 0 0 1/0

Sonoita Creek (with Patagonia Lake)

0 0 0/1

Tombstone Courthouse 0 0 1/0

Tonto Natural Bridge 0 0 1/0

Tubac Presidio (Partner Park)

0 0 0

Verde River Greenway 0 0 0

Yuma Territorial Prison (Partner Park)

0 0 0

Total 1358/195 57 46/13

2.7 The State reserves the right to award multiple contracts, by service, to ensure that adequate services are available on a statewide basis to meet the needs of the State.

3.0 Existing Equipment and Technology

3.1 Desktop Make/Model: 50 Apple Macintosh Mini with Intel Processors. 2014 model year or newer, OS X 10.14.x, 10.15.x.

3.2 Monitor and Touchscreen Models: Standard Monitors (models vary) Touchscreens: Elo Models.

3.3 Mobile Devices: iPad with IOS 12,13,14

3.4 Web Browsers: Safari 14.x used for AWS access of Application Hosts

3.5 Receipt Printers: Epson 88 Series

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 8 of 101 2

3.6 Networking: Segmented Networks internal LAN addresses, with access to Public Internet using

NAT

3.7 PCI Compliance at each location: State Parks agency SAQ-C, audited by an SOC annually for 52 categories of compliance

3.8 One Ventek station at Slide Rock State Park

4.0 Payment Card Gateway AOC

4.1 Systems that provide any type of revenue collection shall include a credit card processing system which is Payment Card Industry Data Security Standard (PCI DSS) compliant. The Contractor may partner with a third-party payment processing vendor to process payments, as long as that vendor is PCI DSS certified. The same credit card merchant shall be utilized for all functional groups. The Contractor must provide information on any third-party payment processors that may be used as part of this agreement. The Contractor shall be a PCI Level 1 service provider, and provide an Attestation of Compliance (AOC) signed by a certified third-party Qualified Security Assessor (QSA). Vendor shall include AOC signed by a QSA in response. Please see link on policy: https://gao.az.gov/sites/default/files/4019%20PCI%20Compliance%20by%20Third- Party%20Vendors%20180326.pdf.

https://procure.az.gov/bso/ https://gao.az.gov/sites/default/files/4019%20PCI%20Compliance%20by%20Third-Party%20Vendors%20180326.pdf https://gao.az.gov/sites/default/files/4019%20PCI%20Compliance%20by%20Third-Party%20Vendors%20180326.pdf

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 9 of 101 2

5.0 Requirements for Centralized Reservation System (CRS), Point of Sale with Centralized Inventory Management (POS), and Event Management

5.1 General Requirements

ASPT is seeking the services of established and experienced contractors for:

5.1.1 Implementing and customizing an integrated centralized reservation system (CRS), point of sale (POS) with centralized inventory management, reservation and operational website, and event management system (or derivative thereof).

5.1.2 Hosting and maintaining a CRS software program as described in this document and making recommendations concerning options for the implementation of the required system.

5.1.3 Training ASPT staff to understand and effectively use the CRS prior to implementation and on an ongoing basis.

5.1.4 Accurately converting existing reservation and historic data.

5.1.5 The CRS shall have flexibility with growth of future reservable inventory increases and decreases, such as: parks with campsites, cabins, lodges, day use sites, timed tours, event space, etc. ASPT is open daily, 365 days a year.

5.1.6 Being a cooperative contractor that can work with ASPT partnering entities as additional parks and services are brought online.

5.1.7 The CRS shall be comprehensive and functional keeping in mind the target audience (park visitors) for ease of navigating the reservation website and e-commerce links.

5.1.8 The CRS shall consist of internet reservations, walk-in sales, and call center reservations.

The contractor shall host all software components. Each component shall provide for reservations, on-site sales and on-site customer check-in for reserved items.

5.1.9 The CRS shall be configurable, per park and per channel.

5.1.10 The CRS shall provide the collection and reporting of fees, attendance and visitation by adults and children.

5.1.11 Reservable items, regardless if available online reservable status, shall be available to park and Central Office staff via administrative components, walk-in components, and call center components of the CRS.

5.1.12 The CRS shall provide tools to reserve and manage items and facilities including but not limited to: campsites, boat-in campsites, group sites, reservable day use areas, cabins, lodges, boat slips, and ramadas.

5.1.13 The CRS shall provide tools to reserve and manage general admission tour tickets for daily, timed, space-limited tours at high volumes.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 10 of 101 2

5.1.14 The CRS shall provide tools to reserve and manage events and programs.

5.1.15 The CRS and POS shall not allow transactions that violate ASPT business rules.

5.1.16 The CRS shall either have integrated point of sale capability and/or an additional point of sale module for use at ASPT managed gift shops and camp stores.

5.1.17 The CRS shall have an integrated centralized inventory management module to manage inventory at ASPT-managed gift shops and camp stores.

5.1.18 The CRS shall have an efficient process for creating new reservations, modifying existing reservations, checking guests in and out, selling POS items, collecting and processing fees and payments, and making refunds.

5.1.19 The CRS may allow day use and retail fees to be completed in the same transaction.

5.1.20 The CRS may allow camping and firewood sales (or additional add-ons to reservations) in the same transaction.

5.1.21 The CRS may allow camping and tour reservations in the same transaction.

5.1.22 The CRS and POS shall allow for integration with a Gift Card program for sale of gift cards and to utilize gift cards as a form of payment.

5.1.23 Implementing the new CRS on time as proposed by each offeror. The contractor shall implement the CRS by a mutually agreed to date, no later than end of current contract.

See section 16 RFP Schedule of Events.

5.2 Reservation Requirements and CRS Configuration

The contractor shall provide the following:

5.2.1 Describe and provide a CRS solution comprising features demonstrating consideration of project planning, customer needs, park and administrative requirements, and data integrity. The system shall demonstrate a high degree of compatibility between the components.

5.2.2 The CRS shall be configurable to allow different conditions or requirements between different parks, within the same park, within the same “unit group,” and within the same “unit type,” such as minimum length of stay, “unit design,” “unit type,” use and/or availability seasons, etc.

5.2.3 The CRS shall be configurable to allow different components (internet/online, call center, and park staff/walk-in). Each component shall have different modification profiles.

5.2.4 All reservable items must be configurable based on the attributes of that item.

Reservable items shall be configurable for rates, descriptions, season of availability, add-ons, etc.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 11 of 101 2

5.2.5 Cabins, lodge, campsites, ramadas, boat slips, day use areas, group site(s), events, tours and miscellaneous/add-ons are all considered reservable “items.”

5.2.6 The CRS shall allow for two or more reservable items to be required to be reserved together.

5.2.7 The CRS may hold reservable item selections for a set number of minutes during the reservation and payment process for both online and staff reservation processes.

5.2.8 The CRS shall allow for miscellaneous/add-on fees to be added to a transaction based on item capacity. These fees vary by park.

5.2.9 Any fees or discounts (non-refundable reservation fee, cancellation fee, $1 off day use, etc.) shall be configurable.

5.2.10 The CRS shall calculate all fees associated with a transaction, including applicable taxes, using ASPT business rules regarding camping, cabin rental, tours, day use and associated reservation fees.

5.2.11 The CRS shall apply all applicable fees to any reservation, cancellation, or modification.

5.2.12 The CRS shall calculate all reservation fees at the time of the reservation and be able to collect all fees at the time of the reservation.

5.2.13 The CRS shall allow unique and identifiable transaction records (folios) to be created when the reservation is made. This record (folio) shall display all information from the reservation including any deposits or payments made. Additional transactions shall be entered on this record (folio) as they are made at the park. These transactions shall include, at a minimum: new charges such as additional nights, POS, miscellaneous charges and fees, and payments to close out the transaction record (folio). Track date/time of transaction, channel transaction was made (park staff, internet, call center) and staff username. This record (folio) shall allow authorized park users to change rates, enter discounts, make refunds, receive payments etc.

5.2.14 The CRS shall be configurable to allow reservation cutoffs at any designated time up to the time of arrival.

5.2.15 The CRS shall allow for compatibility to any current or future self-service kiosks. If CRS is not compatible with current self-service kiosks, then the contractor shall include a solution within the proposal.

5.2.16 The CRS shall be configurable to limit the number of campsites per reservation/guest as per ASPT business rules.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 12 of 101 2

5.2.17 The CRS shall be configurable to allow multiple reservations in one transaction without limit unless a maximum number of sites per location within the same timeframe is reached.

5.2.18 The CRS shall generate a receipt/confirmation/invoice at the time of reservation and shall include customer information, site, reservation dates, notes, itemized charges, payment, method of payment and balance due. All receipts/confirmations/invoices shall have the ability to be sent via email, text, or printed.

5.2.19 The CRS shall apply credit information to guest transaction records (folios) for any fees or deposits collected. The system shall deduct credit to guest transaction records (folios) for any fees or deposits refunded.

5.2.20 The CRS shall have the ability to set daily rates on items based on day of week, holidays or date range.

5.2.21 The CRS shall create a unique identification number for each reservation. Any modification shall become part of the original reservation and have the same identification number. Parks currently have unique codes and those codes are to be used in the reservation confirmation number. The unique codes shall be provided by

ASPT.

5.2.22 The CRS shall allow for any reservable unit to be placed on an administrative or maintenance hold. Any hold shall contain the name of the person placing the hold and the reason for the hold. Units on hold shall still show in inventory and must show as vacant on occupancy reports.

5.3 CRS Functional Requirements

The following items describe the desired functionality of the system in order to maintain the standard of service that visitors to ASPT have come to expect.

5.3.1 The CRS shall allow for reservations to be made by multiple sales channels; staff (advance and same day), customers online (advance only), and call center staff (advance and same day with permission).

5.3.2 All sales channels (Internet, Call Center and Facility) will work seamlessly together to eliminate any instances of double bookings or over-booking reservations.

5.3.3 The CRS shall receive and record all information for reservations and rental of units including, at a minimum: name, address, telephone number, email address, number of adults, number of children, number of nights reserved, deposits or fees collected, deposits or fees refunded, and securely utilize credit card information through a method such as tokenization.

5.3.4 The CRS shall allow reservations, cancellations, and modifications to be made any time of the day or night.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 13 of 101 2

5.3.5 The CRS shall have the capability to provide site specific reservations for guests and staff.

5.3.6 The CRS shall allow park staff to make same-day reservations.

5.3.7 The CRS shall allow the addition of notes or comments by park staff to any reservation, such as reasons for a cancellation or change, customer requests, attempts to reach a customer, etc.

5.3.8 The CRS shall allow for modifications of existing reservations made through all channels without full cancellation of reservation.

5.3.9 The CRS may allow “drag and drop” modifications to existing camping or cabin reservations.

5.3.10 The CRS shall allow searchable attributes from all channels. At a minimum the attributes must include: park name, unit group, unit group area, unit number or name, unit status (reserved, available park sale only, closed) pet or non-pet unit, maximum number of occupants, unit attributes and cost per night.

5.3.11 Any changes in reservable facility or tour status as a result of a reservation, a cancellation, or a modification shall be immediately available to all CRS components.

5.3.12 The CRS shall allow for ASPT staff to place any unit on hold for administrative or maintenance purposes.

5.3.13 Any item that is not occupied shall be available to walk-in guests, except units that have been placed on hold.

5.3.14 The CRS may allow the check-in of multiple sites (invoices) in a single system update.

5.3.15 The CRS and POS shall allow easy updates to rates and fees for any item sold through the system, including seasonal or special rates.

5.3.16 The CRS and POS shall allow touch screen capability.

5.3.17 The CRS shall provide information in a table/grid format, showing multiple dates and available campsites, cabins, or ramadas.

5.3.17.1 Table/grid shall have filters for type of reservable item, loop, and item amenities.

5.3.18 Maps - The CRS shall have interactive maps for each park that are useable from all channels. The interactive maps shall be configurable to allow unit specific information to be shown.

5.3.18.1 If a park has more than one campground, a campground and a cabin area or any other combination of “unit group” areas, there shall be interactive

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 14 of 101 2 maps of each “unit group” area.

5.3.18.2 The CRS may allow guests viewing the map to zoom in and out to view the whole facility, parts of the facility such as “unit groups” “unit group areas,” and individual “units.”

5.3.18.3 The CRS maps shall allow reservations to be made from the unit’s location on the map so that both guests and staff may select a specific unit or site (site specific reservations).

5.3.18.4 Each map shall have a north compass arrow and shall be oriented in the same direction; north shall be at the top of the map.

5.3.18.5 The CRS maps shall show other features on the park. International symbol icons shall be used when applicable.

5.3.18.6 The CRS shall allow for authorized users to easily update all maps at a minimum, including: adding, deleting, or moving units, changing unit number, changing unit types, changing the map legend, and map comments.

5.3.18.7 The CRS shall allow staff to filter campsite and cabin search results by RV or Tent allowed, accessibility needs, pets allowed, waterfront, dimensions of driveway or pad available for RV or tent, water, sewage and electrical hookups and other site attributes.

5.3.19 Tours - The CRS shall allow for ticketed tour reservations for existing and new locations.

There are currently two parks (Kartchner Caverns State Park and Riordan Mansion State Historic Park) that offer ticketed tours. Other historic parks may offer them in the future.

5.3.19.1 The CRS shall allow for reservation of general admission tour tickets for daily, timed, space-limited tours at a high volume. The CRS shall allow for tour schedules and available reservations to be adjustable by day of the week or by month.

5.3.19.2 The CRS shall allow for specialty tours held for limited timeframes.

Examples: monthly head lamp tours or annual holiday tours.

5.3.19.3 The CRS shall provide tour management tools. These tools shall include but are not limited to, the ability to manage reservable/non-reservable tour times and ticket inventory as needed by authorized ASPT staff.

5.3.19.4 The CRS shall allow park staff to view a tour manifest by the day or by tour time.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 15 of 101 2

5.3.19.5 Tour fees shall be calculated using ASPT business rules (See Exhibit B, Business rules) regarding tour type, customer age, group tour pricing, and the reservation fee.

5.3.19.6 The CRS shall allow making a new tour reservation, modifying the date/time of an existing tour reservation, or cancelling an existing tour reservation online, via call center or as a walk-in.

5.3.19.7 The CRS shall allow for capacity (ticket inventory) management by authorized users.

5.3.19.8 The CRS shall only allow same-day tour sales on site as walk-ins or through the call center (with park permission).

5.3.19.9 The CRS shall show remaining tickets available per tour in a grid (day and time) format.

5.3.19.10 The CRS shall allow park staff or Kartchner call center staff to sell (oversell or overbook) two additional tickets on a tour that is sold out. These tickets will not be available or viewable to the customer via the online website.

The system shall allow Administrator role to adjust the number of tickets available to oversell.

5.3.19.11 The CRS shall allow for group tour reservations of timed ticketed tours.

5.3.19.12 The CRS shall either calculate the appropriate discount for group tours or allow for configurable ticket prices for group tours.

5.3.19.13 The CRS shall allow the remaining tickets of a tour to be blocked if only a portion of the tour was purchased by a group.

5.3.19.14 The CRS shall visually differentiate for park staff a group invoice versus a regular invoice.

5.3.19.15 The CRS shall offer a separate group tour sale screen, or equivalent function, to allow for ease of booking groups.

5.3.20 Receipts/Invoices - The system shall generate an itemized receipt, including the name of the product, price paid, discounts and any taxes for the purchase or rental of goods and services with a unique transaction number for each receipt.

5.3.20.1 The CRS shall allow for email, text, and printed receipt confirmations through all channels. These confirmations shall be configurable to include custom text and graphics. The confirmations shall be configurable to automatically insert reservation specific information such as, reservation or confirmation number, reservation date, arrival date, check out date, unit type, unit number, check in and check out times, tour date/time, Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 16 of 101 2 itemized fees collected, itemized fees due, total fees collected and total fees due.

5.3.20.2 The CRS shall print the name of the park, address, website and phone number of the park on any and all receipts.

5.3.20.3 The CRS shall allow for advance purchase receipts that can be scanned or read by another kind of electronic reader, either printed paper, or on a customer’s mobile device, which can be used for day use, tour, and campsite check in.

5.3.20.4 The CRS shall email, text, and/or print confirmations of all reservations, cancellations, or modifications.

5.3.20.5 Email subject lines shall specify if the email is regarding a reservation, cancellation, or modification.

5.3.20.6 Confirmation shall be able to be re-emailed, resent via text message, or reprinted through all channels.

5.3.20.7 Invoices shall display all information from the reservation including any deposits or payments made. Additional transactions shall be able to be entered on this invoice as they are made at the park or by customer account. These transactions shall include, at a minimum, new charges such as additional nights, POS, miscellaneous charges and fees.

5.3.20.8 The CRS shall be able to print a receipt on a wireless mobile printer for transactions made on a mobile device.

5.3.21 Fees

5.3.21.1 The CRS shall allow authorized users the ability to override fees related to reservations.

5.3.21.2 The CRS shall allow authorized users to change rates, enter discounts, make refunds, receive payments, etc.

5.3.22 The CRS shall be fully functional on mobile devices. Mobile devices shall have full functionality and PCI compliance when the mobile device is connected via WiFi, Bluetooth, cellular, or other method to the CRS. If these transactions are made while the mobile device is not connected to the CRS, the transactions will be updated, synced, and processed automatically and immediately when the device is re-connected to the system. The CRS shall be able to reconcile guest reservation records with payments accepted via mobile devices which are not connected to the internet at the time payments are entered, immediately upon reconnection to the internet.

5.3.23 Passes - The CRS and POS shall be capable of recording sales of a variety of passes, Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 17 of 101 2 permits and tickets, including but not limited to, day use passes, annual passes, tour tickets, event admission tickets, amenity passes/tickets, off road trail user passes and tickets, etc. The CRS and POS shall be capable of creating issuable passes, permits, and tickets that can be provided to the guest by a variety of methods, including virtual (electronic), printed paper, printed card, and plastic “ID card.”

5.3.23.1 The CRS and POS shall allow annual passes to be linked to a customer account, or other unique identifier, to allow for ease of annual renewal and utilizing a unique pass number.

5.3.23.2 The CRS and POS shall allow for two names, from the same household, on an annual pass.

5.3.23.3 The CRS may allow customizable fields such as license plate number and or make and model of vehicle to be associated with a specific annual pass number. This is an optional request and not a mandatory feature.

5.3.23.4 The CRS shall allow the issuance and use tracking of free one time use passes (comp and reward programs).

5.3.23.5 The CRS and POS shall allow for barcode scanning for all passes.

5.3.23.6 The CRS and POS may allow for magnetic swipe for hard passes.

5.3.23.7 The CRS and POS may support mobile handheld terminals with card swipe or wireless scanning capabilities for all pass types.

5.3.23.8 The CRS and POS shall allow online purchase of annual passes. Information will include pass holder information of name, address, phone number, email and also fields for the purchaser if different than the pass holder.

5.3.24 Reporting: The CRS shall be capable of the following items; these items are not the only required reports - other reporting needs are outlined in other sections.

5.3.24.1 The CRS shall tracking and reporting visitation data by type and sub-type) for any time-frame and for year over year comparison of visitation.

5.3.24.2 The CRS shall be capable of tracking and reporting Occupancy Rate (OR), Average Daily Rate (ADR), and Revenue per Available Room/Unit (RevPAR).

5.3.24.3 The CRS shall allow all reports to be exportable or downloadable into Microsoft Excel and PDF. The Excel and PDF formatting must match what the user sees in the application unless the specific report specification calls for changes in the Excel or PDF.

5.3.24.4 If a report’s requirements indicate that the report shall be able to be displayed for a specified date or date range; the date or date range must

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 18 of 101 2 begin from the point in time that the system began operating and must include any historical data that was entered into the system from before the system was in operation. The date or date range shall extend into the future for the entire period for which information is in the system.

5.3.24.5 The CRS shall allow for input of historical data for tracking and reporting purposes.

5.3.25 The CRS shall have the ability to add or remove charges and apply credit card charges to open invoices with a card that has already been used on the invoice. Permission must be granted by the cardholder if additional fees are added to an invoice (e.g. damages to facilities, extra nights, etc.).

5.4 Internet and Website Reservation Requirements

System functions directly related to internet and website reservations are described below.

5.4.1 The Contractor shall provide an open API for integration with the Operational Website.

5.4.2 The online component of the CRS shall not allow a customer to make reservations that violate ASPT business rules (See Exhibit B, Business rules).

5.4.3 The online component of the CRS shall allow for reservations to be accepted as defined by ASPT business rules for all reservable facilities and tours. It shall be structured to prevent “overbooking” of any particular reservable facility or tour.

5.4.4 It is preferred the online component of the CRS meet Web content accessibility guidelines, WCAG 2.1.

5.4.5 The online component of the CRS shall allow for reservations, cancellations and modifications to be made any time of the day or night.

5.4.6 The online component of the CRS shall allow customers to view a photograph of the reservable item. An additional 360 degree view is preferred.

5.4.7 The online component of the CRS may allow customers to book tours, events, and campsites in the same transaction (e.g. a customer is booking a campsite at Kartchner Caverns State Park, prior to check out the system asks “would you like to schedule a cave tour during your stay?” and allows the customer to add a cave tour to their current invoice prior to payment). ASPT welcomes additional ideas as to how the system could meet this need.

5.4.8 The online component of the CRS shall clearly state when tours are sold out for a requested date and time and/ or make a suggestion of the next available tour date and time.

5.4.9 The online component of the CRS shall operate seamlessly on all internet browsers, all mobile devices, iOS and Android.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 19 of 101 2

5.4.10 The online component of the CRS shall allow customers to filter campsite and cabin search results by RV or Tent allowed, accessibility needs, pets allowed, waterfront, dimensions of driveway or pad available for RV or tent, water, sewage and electrical hookups and other site attributes.

5.4.11 The online component of the CRS shall allow the customer to view campsite reservation options in a grid/calendar view as well as a map view. It shall also make suggestions of the next available date with similar search criteria or the option of searching for fewer criterions.

5.4.12 The online component of the CRS shall allow the customer to view available tour times in a grid/calendar view by calendar date and time of day.

5.4.13 The online component of the CRS shall not allow for group reservations of campsites or tours as defined by the ASPT business rules.

5.4.14 The online component of the CRS shall allow the customer to review, change, and cancel current and future reservations.

5.4.15 The online component of the CRS may limit the number of times a reservation can be moved/changed.

5.4.16 The online component of the CRS shall allow unique and identifiable transaction invoices to be created for each reservation, including the ability to use barcode scanning.

5.4.17 The online component shall display all invoice information from the reservation, including payment information.

5.4.18 The online component shall allow changes by ASPT staff to active invoices. These changes shall include, at a minimum: adding or removing days for camping reservations, retail/POS, miscellaneous charges and fees.

5.4.19 The online component of the CRS shall allow multiple item reservations per transaction until the maximum number of campsites or maximum stay is reached as defined in the ASPT business rules.

5.4.20 The online component of the CRS shall enforce cancellation and non-refundable reservation fees as defined by the ASPT business rules.

5.4.21 The online component shall allow authorized staff to set alerts or messages for display on reservation pages.

5.4.22 The website shall integrate seamlessly with the operational website and pages. The website shall integrate with the operational website and pages if contract is held by a different vendor.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 20 of 101 2

5.4.23 The website branding for ASPT shall remain consistent throughout the site and the reservation pages

5.5 Event Management Requirements

ASPT does not currently have an Event Management module with its current software and is seeking solutions that would meet the following functions:

5.5.1 The system shall have event management capability for in park and virtual events.

(Customized Transient Venues)

5.5.2 The system shall allow for event reservations and payment for the event reservation.

5.5.3 The system may link event registration to camping reservations.

5.5.4 The system shall have the ability to track events and annual pass sales for conversions (e.g. pixel or Google Tag Manager).

5.5.5 The system may have the ability to create special packages and build components that have one price but include overnight fees, meal charges, event charges, permit fees, etc.

These packages may be configurable to allow the component fees to be displayed or not displayed (hidden). Examples: Wedding Packages; components of package and prices unique for each park or Family Campouts that need additional customer information.

This is an optional feature and ASPT welcomes ideas for this function.

5.5.6 The system may create a shared park calendar for events and group arrivals. All events and group/ramada arrivals should automatically populate to the park calendar. All staff at a particular park should be able to view that parks calendar. Park management should be able to add additional items such as park maintenance and special projects.

Central Office leadership can see one calendar with all park events. This is an optional feature based off feedback from ASPT staff. ASPT welcomes ideas as to how the system could meet this need.

5.5.7 The system shall provide the ability to register guests for park events and take payment through the CRS website.

5.5.8 The system may send a calendar link to registered guests. This is an optional feature for which ASPT welcomes ideas and solutions.

5.5.9 The system shall provide event size restrictions with max registration numbers variable by park and by event.

5.5.10 The system shall provide a ticket, virtual ticket/code, or a printable pass that visitors can use for event access.

5.5.11 The system shall capture name, email address and phone number from event participants for event communication purposes. Communication may be through email, Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 21 of 101 2 text, or phone call.

5.5.12 The system may have the ability to send auto event reminders to registered participants.

5.6 Customer Accounts

The customer account shall meet ADOA security and PCI security requirements. Note: currently Google or Facebook authentication is not permitted.

5.6.1 The customer account histories shall be viewable by the guest over the internet, by park staff, and by central office staff.

5.6.2 The customer account shall maintain a history of all of a guest’s pass use and/or reservable items purchased at all Arizona State Parks.

5.6.3 The customer account database may allow for tracking and reporting of individual customers’ park visits, how much money they spend across parks, which parks they visited, how many nights they stayed, etc.

5.6.4 The customer account may conduct address verification.

5.6.5 A customer account shall be created when the customer reserves an item or purchases a pass.

5.6.6 The CRS and POS shall have the ability for reservable item transactions to be linked to customer accounts. An option to link day use transactions to a customer account as well would be an optional feature.

5.6.7 The customer account shall allow the account holder to do the following within their account (some features are preferred or optional and will be noted as such):

5.6.7.1 View past, current, and future reservations.

5.6.7.2 Review, change, and cancel current and future reservations.

5.6.7.3 Add and remove additional guests, vehicles, pets and other additional reservation add-ons (system will not allow customer to exceed maximum capacity for item and alert customer of capacity limits, and charge necessary add on fees for pets, tents, RVs, etc.).

5.6.7.4 Opt in or opt out of email marketing.

5.6.7.5 Resend email and text message notifications.

5.6.7.6 View previous transactions of invoices.

5.6.7.7 View, download, and print site or park specific information.

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 22 of 101 2

5.6.7.8 Update personal account information.

5.6.7.9 Reset login information.

5.6.7.10 Save a favorite item (campsite, cabin, etc.). This is an optional feature.

5.6.7.11 Allow the customer to see their ASPT gift card information (balance, expiration date, usage etc.). This is a preferred feature but not required.

5.7 Reservable Item Management

The CRS shall allow for management and updates to reservable item attributes and information.

At a minimum this information shall include the ability to use some or all of the following:

photographs (multiple, but no less than five per unit, and an optional 360-degree panoramic photo); shade (full, none, partial); campsite electrical service (yes, no, 20, 30, 50 amps); slide outs; pad grade; pad surface; pad size; pad length; driveway access (back in, pull through);

distance to other park features; bedding type and quantity; air conditioned or non-air conditions;

included amenities/equipment; pets allowed; additional tent or vehicles allowed; accessible sites.

5.7.1 The CRS shall have the ability for authorized staff to block or unblock any reservable items by day, multiple days, season or time frame. CRS may have the ability to block or close a reservable item indefinitely.

5.7.2 The CRS shall have the ability to designate a campsite as a year-round or seasonal host site.

5.7.3 The CRS shall have the ability for park staff to see available items by list or map view.

5.7.4 The CRS shall have the ability to set reservable access (who can reserve) for any reservable item (available online, call to reserve or reservable by park staff only)

5.7.5 The CRS may have the ability to require comments about the reasons for reservation modifications.

5.7.6 The CRS shall allow authorized users to assign items to a loop or group. The system shall allow staff ability to manage item availability based on loop or group assigned.

5.7.7 The CRS may allow users to print camping tags with the site number, occupant’s last name, the reservation or confirmation number, number of vehicles, license numbers of registered vehicles, arrival date, and the due out date. This is an optional feature and is not required within the proposal; however, ASPT welcomes ideas for solutions.

5.7.8 The CRS shall allow users to manage ramada specific attributes such as: lighting, number of tables, size of ramada, electricity, grills, and other attributes.

5.7.9 The CRS shall allow minimal stays based on day of arrival for a particular date range.

5.7.10 The CRS shall allow authorized users to manage online loop closures for seasonal (set

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 23 of 101 2 annual schedule) and emergency closures.

5.7.11 The CRS shall allow authorized users to set item attributes.

5.7.12 The CRS shall require payment in full prior to completion of reservation.

5.7.13 The CRS shall allow authorized users to set cancellation and non-refundable fees.

5.8 Day Use Requirement

ASPT currently utilizes its Point of Sale (POS) system to collect day use fees, annual pass use, and attendance. Whether or not the vendor captures day use fees through the POS, through the CRS, or with an equivalent module is at the discretion of the vendor; however, the vendor must clearly identify how their system will meet the requirements below.

5.8.1 The day use module shall support the purchase of a variety of annual passes, day use passes, event tickets, tours and/or specific special use passes. It shall also configure and track entry and attendance related to said passes based on the needs of parks.

5.8.2 The day use module shall capture customer account information as listed in the functional requirements related to specific pass needs.

5.8.3 The day use module shall allow different rates at each park based on the individual park’s fee schedule.

5.8.4 The day use module shall allow different rates on weekends (Friday - Sunday), holidays, or weekdays based on the individual park’s fee schedule.

5.8.5 The day use module shall allow configurable buttons by park.

5.8.6 The day use module shall allow configuring day use with attendance capture but no revenue.

5.8.7 The day use module shall have quick touch attendance buttons for capturing day use and pass entry.

5.8.8 The day use module shall allow discounted entry, such as military discounts, specials and promotional discounts (such as $1 off coupon) and code them all for tracking/verification and reporting.

5.8.9 The day use module shall have the ability to manually enter visitation and day use entry payments. Note: Currently Slide Rock State Park uses a Ventek self-pay station that does not communicate with the current software. Granite Mountain and other parks collect day use fees and count visitation in the field. Park staff needs to be able to enter visitation and sales for accountability and reporting.

5.8.10 The day use module may allow advance ticketing for day use. For day use units, the

Solicitation No. BPM003587

Description:

Arizona State Parks & Trails Reservations, Point of Sales, Website and Call

Center

Arizona Department of

Administration

State Procurement

Office

SECTION 2-A: Scope of Work

Page 24 of 101 2 default reservation duration will be one full…