P&R Software Replacement RFP.pdf

SERVICE | INNOVATION | TECHNOLOGY | SAFETY

PROVO INFORMATION SYSTEMS

REQUEST FOR PROPOSAL

Parks and Recreation Management Replacement Software

INFORMATION SYSTEMS DIVISION

INFORMATION SYSTEMS

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Contents

1 INTRODUCTION

2 STATEMENT OF PURPOSE

3 ADDITIONAL INFORMATION

4 PROPOSER REQUIREMENTS & INSTRUCTIONS

4.1 RFP QUESTIONS

4.2 RESPONSE FORMAT, DEADLINE AND DELIVERY

4.2.1 DELIVERY

4.2.2 IMPORTANT DUE DATES

5 TERMS AND CONDITIONS

5.1 FORMS & MAILING OF PROPOSALS

5.2 LATE PROPOSALS & MODIFICATIONS OF PROPOSALS

5.3 WITHDRAWAL OF PROPOSALS

5.4 ERRORS IN PROPOSALS

5.5 CONDITIONAL PROPOSALS

5.6 TIME FOR RECEIVING PROPOSALS

5.7 PROPOSAL OPENING

5.8 ACCEPTANCE / AWARD OF PROPOSALS

5.9 DULY AUTHORIZED SIGNATURE

5.10 DISCLOSURE OF PROPOSAL CONTENT

5.11 INDEMNIFICATION

5.12 INSURANCE

5.13 INVOICING

5.14 LIQUIDATED DAMAGES

5.15 SHIPPING/DELIVERY

5.16 SILENCE OF SPECIFICATIONS

5.17 NON-DISCRIMINATION AND EQUAL OPPORTUNITY

5.18 INTERPRETATION AND ADDENDA

5.19 EXCEPTIONS

5.20 WARRANTY

5.21 STATEMENT ON IMMIGRATION STATUS

5.22 SALES AND USE TAXES

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5.23 EVALUATION CRITERIA

6 SCOPE OF THE RFP

6.1 SCOPED SERVICES

6.2 PROJECT PLAN AND RESOURCE REQUIREMENTS

7 PROPOSER QUESTIONNAIRE

7.1 PROPOSER BACKGROUND

7.1.1 GENERAL INFORMATION

7.1.2 GOVERNANCE INFORMATION

7.1.3 TECHNOLOGY INFORMATION

7.2 CUSTOMER BASE AND REFERENCES

7.3 PRICING STRUCTURE

7.4 INVOICING

8 NOTE TO PROPOSER

9 APPENDICES

9.1 APPENDIX A – REQUIRED PROPOSAL OUTLINE

PROVO CITY INFORMATION SYSTEMS

TEL 801 852 6560

HOURS 7 AM to 6 PM MONDAY THRU THURSDAY support@provo.org

SERVICE | INNOVATION | TECHNOLOGY | SAFETY

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1 INTRODUCTION

Provo City Parks and Recreation is seeking proposals from qualified vendors to provide a comprehensive, cloud-based Parks and Recreation Management Software solution. We are seeking to replace our current system, ReCPro, by September 2025. The new system must enhance operational efficiency, improve customer experience, and integrate seamlessly with the existing city infrastructure.

This Request for Proposal is intended to provide an overview of our needs that can allow proposers to provide responsive proposals that meet, or exceed, Provo City’s requirements.

2 STATEMENT OF PURPOSE

The objective of this RFP is to identify, procure, and implement a modern, cost-effective recreation management solution that meets the needs of Provo Parks and Recreation. The system should be scalable, user-friendly, and capable of supporting key functions such as activity/class/event registration, facility reservations, membership management, and financial tracking.

1. Provide a cost-effective, multi-purpose solution for the replacement of our current software.

2. Replace current solution in a timely manner to meet the required deadline.

3. Ensure minimal disruption to operations during the transition.

4. Migrate data from existing solution into new system.

5. Implement the new software with user training and system integrations.

Based upon a preliminary review, we have decided to release this formal Request for Proposal (RFP). We are asking that you submit a formal proposal, using the forms provided, which address the costs for the configuration and implementation of a recreation management solution from your organization (“Proposer”, “Bidder”, “Supplier”, “Vendor”, and “Contractor”). We have specifically defined certain structural items within this RFP. This has been done solely to provide a uniform cost comparison between the various suppliers.

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3 ADDITIONAL INFORMATION

In this section, we will provide background information about current operations to help proposers develop the most complete proposal possible.

The Provo Recreation Center and Peaks Ice Arena are key community facilities operated by Provo City, offering a variety of recreational services to residents and visitors. The Provo Recreation Center serves as a hub for fitness, aquatics, and community engagement, featuring multiple pools, a gymnasium, fitness studios, racquetball courts, and multipurpose spaces for events and programming. The center offers memberships, daily admissions, and an extensive lineup of classes, leagues, and wellness programs.

The Peaks Ice Arena is a premier ice facility that accommodates hockey leagues, figure skating, public skating sessions, and special events. The arena operates year-round and is home to both local and regional competitions, skating lessons, and open skate programs. Facility rentals for team practices, tournaments, and private events are a significant aspect of the arena’s operations.

The proposed Parks and Recreation Management solution must have flexibility to support a variety of current and future business operations and facilities. Current operations include the management of memberships, facility and equipment rentals, program registrations, class enrollments, concessions, and event scheduling for all venues, ensuring a seamless and user-friendly experience for both patrons and staff.

Features that facilitate expansion for additional operations will be considered.

By the numbers:

Provo Recreation Center:

1,800,000 facility visits.

24,000 members $2,800,000 in membership revenue.

$1,500,000 in admission fees.

$350,000 in class registration fees.

$150,000 in event rentals.

$185,000 in merchandise and concession sales.

Peaks Ice Arena:

250,000 facility visits.

$1,200,000 in ice time rentals and program fees.

$300,000 in hockey league registrations.

$400,000 in figure skating and public skate admissions.

$80,000 in merchandise and concession sales.

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This data reflects the scale of operations and the necessity for an efficient and scalable software solution to enhance user experience and optimize facility management.

4 PROPOSER REQUIREMENTS & INSTRUCTIONS

Information is to be provided for all sections within this document as defined within each section. On the attached spreadsheet, you will find areas for providing your responses to each of the elements within the various sections. Please provide your responses using this spreadsheet. You may include additional supplemental information as part of your proposal. However, it must be separate from your spreadsheet responses. If supplemental information is submitted, this information should follow the outline provided in Appendix A.

4.1 RFP QUESTIONS

Our objective is to ensure that we provide suppliers with all the information needed for each supplier to provide the most complete response possible. As such, we welcome all questions you might have. Questions or requests for clarification must be submitted online by March 7, 2025. A copy of all questions and their associated responses will be available online to all participants as they are received and addressed by Provo City.

4.2 RESPONSE FORMAT, DEADLINE AND DELIVERY

4.2.1 DELIVERY

Responses to this RFP must be received electronically through SciQuest.

(More info can be found here: https://purchasing.utah.gov/for-vendors/). All RFP responses must be submitted no later than March 21, 2025 @ 6:00PM MST and follow the format outlined within this RFP.

All proposals must be submitted via bids.sciquest.com (electronic response

ONLY)

Any proposals received after the deadline will not be accepted.

4.2.2 IMPORTANT DUE DATES

https://bids.sciquest.com/apps/Router/PublicEvent?CustomerOrg=StateOfUtah https://purchasing.utah.gov/for-vendors/ https://bids.sciquest.com/apps/Router/PublicEvent?CustomerOrg=StateOfUtah

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DATE DESCRIPTION

March 7, 2025 @ 6 PM

MST

Proposer Questions and Clarification Requests Due

March 21, 2025 @ 6

PM MST

Completed Response to RFP Due

5 TERMS AND CONDITIONS

The general rules and conditions which follow apply to all formal solicitations and resulting purchase orders, or other awards issued by Provo City, unless otherwise specified. Proposer’s, or their authorized representatives, are expected to fully inform themselves as to the conditions, requirements, and specifications before submitting proposals. Failure to do so will be at the Proposer’s own risk and cannot secure relief on the plea of error. Disputes or appeals on all proposals or contracts shall conform to Provo City Code 3.02.110. Provo City reserves the right to reject any and all proposals.

5.1 FORMS & MAILING OF PROPOSALS

Proposer shall submit proposals via electronic submission with all requested information.

All information required by the solicitation must be supplied to constitute a responsive proposal.

Provo City reserves the right to reject all proposals and terminate the RFP in the City’s best interests and at its convenience.

Provo City reserves the right to reject all proposals, should the proposal prices and/or any other submissions differ on the copies of the submitted proposal.

Provo City reserves the right to waive informalities in proposals.

For information pertaining to the proposal preparation, contact Stephanie Green, Purchasing, at (801) 852-6526.

5.2 LATE PROPOSALS & MODIFICATIONS OF

PROPOSALS

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Any proposal modification received after the exact time specified for receipt is considered a late proposal/modification and will not be considered.

5.3 WITHDRAWAL OF PROPOSALS

A proposer may request withdrawal of their proposal under the following circumstances.

a. Proposals may be withdrawn by written request to Provo City, received no later than the day and hour set for opening of proposals. The proposal will be returned unopened.

b. Requests for withdrawal of proposals, after opening of such proposals but prior to award, shall be transmitted to the City Purchasing Manager in writing and accompanied by full documentation supporting the request. If the request is based on a claim of error, documentation must show the basis of the error. Such documentation may take the form of supplier quotations, vendor worksheets, etc. If proposal bonds were tendered with the proposal, Provo City may exercise its right to collection.

A proposer who is permitted to withdraw a proposal shall not supply any material, labor, or perform any subcontract or other work agreement for any type of compensation for the person or firm to whom the contract is awarded. A proposer who is permitted to withdraw a proposal shall not benefit, directly or indirectly, from the performance of the project for which the withdrawn proposal was submitted.

5.4 ERRORS IN PROPOSALS

When an error is made in extending total prices, the unit proposal price will govern. Corrections in proposals must be initialed by an authorized representative. Carelessness in quoting prices or in preparation of the proposal will not relieve the proposer from performance. Proposers are cautioned to recheck their proposal for possible error. Errors discovered after public opening cannot be corrected, and the proposer will be required to perform if their proposal is accepted.

5.5 CONDITIONAL PROPOSALS

Conditional proposals are subject to rejection in whole or in part.

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5.6 TIME FOR RECEIVING PROPOSALS

Proposals received prior to the time of opening are stored securely online with

Sciquest.

Purchasing and/or representative will decide when the specified time has arrived for opening.

5.7 PROPOSAL OPENING

All proposals will be opened and read after the due date and time stated above.

After the initial opening, if a proposer requests inspection of proposals, they must fill out a GRAMA request.

Abstracts or tabulation of proposals received are not prepared for public distribution. Information that is proprietary may not be obtained.

5.8 ACCEPTANCE / AWARD OF PROPOSALS

All proposals submitted shall be binding for six months following the opening date, unless extended by mutual consent of all parties.

Unless otherwise specified by Provo City Purchasing, or its representative, Purchasing reserves the right to make an award on all items or on all of the items which are in the best interests of Provo City.

Provo City is exempt from the payment of any federal excise tax, or any Utah sales tax. The price must be net, exclusive of taxes. However, when under established trade practice, any federal excise tax is included in the list price, proposer may quote the list price and shall show separately the amount of federal tax, either as a flat sum or as a percentage of the list price, which shall be deducted by Provo City.

Any proposal in which the proposer names a total price for all the articles without quoting a unit price for each separate item may not be considered for award. Unit prices submitted will be totaled by Provo City representatives to determine lowest responsive price.

Proposals will be awarded to the lowest responsive and responsible proposer.

The determination of the lowest responsive and responsible proposer may involve all or some of the following factors but not be limited to: price, Vendor Evaluation Report, handling, storage, disposal costs, installation, conformity to specifications, financial ability to meet the contract, previous performance, 9 | P a g e facilities, equipment, experience, delivery promise, terms of payments, compatibility as required, other costs, and other objective and accountable factors.

Purchasing shall encourage open and competitive proposals by all possible means and shall endeavor to obtain the maximum degree of open competition on all purchase transactions using the competitive sealed proposals, competitive negotiation, or open market transaction methods of procurement.

In submitting a proposal, each proposer shall, by virtue of submitting a proposal, guarantee that the proposer has not been a party with other proposers to an agreement to propose a fixed or uniform price. Violation of this implied guarantee shall render void the proposal of such proposers. Any disclosure to, or acquisition by, a competitive proposer in advance of the opening of the proposals, submitted by another competitor shall render the entire proceedings void and shall require re-advertising for proposals.

Provo City reserves the right, in case of Vendor default, to procure the services and/or material from other sources while holding the defaulting Vendor responsible for any excess costs occasioned thereby.

Notification of proposal award will be made via email. SciQuest will not be available after March 21.

5.9 DULY AUTHORIZED SIGNATURE

For proposals that are submitted electronically, the Proposal must contain an electronic signature or a signed document (in .pdf format) of a duly authorized officer or agent of the proposer’s company, empowered with the right to bind the proposer for the amounts estimated and terms proposed. The proposer must also provide evidence of the authority of the officer or agent to bind the proposer.

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5.10 DISCLOSURE OF PROPOSAL CONTENT

The Government Records Access and Management Act, Code Section 3.13.010 et seq., Provo City Ordinance (“GRAMA”) states that certain information in the submitted Proposal may be open for public inspection. If the proposer desires to have information contained in its proposal protected from such disclosure, the proposer may request such treatment by providing a written “claim of business confidentiality” and a concise statement of reasons supporting the “claim of business confidentiality” with the Proposal. All material contained in and/or submitted with the Proposal becomes the property of Provo and may be returned only at Provo’s discretion.

5.11 INDEMNIFICATION

To the fullest extent permitted by law, the proposer shall indemnify and hold harmless Provo City from and against any claims and all liabilities, liens, costs, damages, citations, penalties, fines, attorney’s fees, losses or expenses from whatever nature (collectively “claims”) arising out of, or resulting from, performance of, or failure to perform, the Work under this agreement, provided that such claim, damage, loss, or expense is attributable to bodily injury, sickness, disease or death, or to injury to or destruction of property, other than to the Work itself, including loss of use resulting there from, but only to the extent caused in whole or in part by negligent acts or omissions of the proposer, the proposer’s sub-contractors, anyone directly or indirectly employed by them or anyone for whose acts they may be liable, regardless of whether or not such claim, damage, loss, or expense is caused in part by a party indemnified there under. Such obligation shall not be construed to negate, abridge, or otherwise reduce other rights or obligations of indemnity, which would otherwise exist as to a party or person described in this paragraph.

5.12 INSURANCE

Proposer shall provide the following minimum insurance coverage from companies holding a General Rating of "A" or better, as set forth in the most current issue of Best's Key Rating Insurance Guide, written for not less than the following, or greater if required by law, and all such insurance to be primary to any insurance maintained by Provo City, and shall name Provo City as additional insured with waiver of subrogation:

a. The proposer’s Comprehensive General Liability Insurance with contractual liability coverage on occurrence form with limits of not less than $3,000,000 for each occurrence.

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b. Professional Liability (Technology Errors & Omissions) insurance shall be written on an occurrence or claims made policy form, with a minimum $3,000,000 per occurrence/claim limit of liability. Policy shall insure professional activities and/or services provided to the City. The policy shall not limit damage to intangible property.

c. The proposer shall not commence Work under this Agreement until all the insurance required herein shall have been obtained by the proposer.

The proposer shall furnish Provo Certificates of Insurance verifying that such insurance has been obtained. Such certificates will provide that Provo will receive at least thirty (30) days prior written notice of any material change in, cancellation of, or nonrenewal of such insurance.

5.13 INVOICING

Provo City shall make payment to proposer for all services performed by proposer pursuant to this Agreement. Proposer shall submit a written invoice upon completion, and Provo City shall pay the invoice fee within sixty (60) days.

Invoices shall be submitted via email to:

Provo Recreation Center Attn: Kari Van Wagner kvanwagner@provo.gov or mailed to:

Provo Recreation Center Attn: Kari Van Wagner

320 West 500 North Provo, UT 84601

5.14 LIQUIDATED DAMAGES

The proposer agrees to deliver product(s) as quoted in this proposal. Failure to deliver as quoted constitutes an event of default. The actual damages to Provo City for the delay will be difficult or impossible to determine. Therefore, in lieu of actual damages, the proposer shall pay to Provo City liquidated damages for each calendar day of delay, an amount of $75.00 per day, up to a maximum of sixty (60) calendar days. Should the vendor be unable to complete the delivery at the end of the sixty (60) day period, Provo City, at its option, may treat the contract as breached, terminate the contract, purchase substitute product and/or services else-where, and charge the full increase, if any, in cost and handling for such purchase, to the defaulting vendor, and seek such additional

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5.15 SHIPPING/DELIVERY

Delivery dates shall be indicated in the proposer’s proposal and delivery shall be no later than indicated, unless otherwise mutually agreed to by both parties.

Firm delivery dates shall be of prime consideration during the proposal evaluation.

Any change in the delivery date shall be reported immediately by telephone, followed by a written confirmation and explanation thereof. The delivery date shall be extended for the period of any reasonable delay due exclusively to causes beyond the control of, and without the fault of the proposer.

The date of shipment of any applicable hardware shall be as promised by the proposer, based upon prompt receipt of all necessary information. The date of shipment shall be defined as the date the bill of lading is signed by the carrier.

Shipping shall be FOB destination (Provo City, Utah). The title to the material and apparatus furnished hereunder shall pass to Provo City at the destination point.

On the same day that any shipment to Provo City is originated, a transmission including the following shall be forwarded to Provo City:

1. Packing List - Two (2) copies.

2. Bill of Lading - Original and two (2) copies. 

A packing list shall also accompany each shipment.

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5.16 SILENCE OF SPECIFICATIONS

To the extent applicable, the apparent silence of specifications as to any detail, or the apparent omission from it of a detailed description concerning any point, shall be regarded as meaning that only the best commercial practice is to prevail and that only material and workmanship of the finest quality are to be used. All interpretations of specifications shall be made based on this statement. The items furnished under this contract shall be new, unused, of the latest product in production to commercial trade, and shall be of the highest quality as to materials used and workmanship. The manufacturer furnishing these items shall be experienced in design and construction of such items and shall be an established supplier of the item proposal.

5.17 NON-DISCRIMINATION AND EQUAL OPPORTUNITY

Proposer agrees to comply with all federal statutes. These include but are not limited to: (a) Title VI of the Civil Rights Act of 1964 (P.L. 88-352) which prohibits discrimination on the basis of race, color or national origin; (b) Title IX of the Education Amendments of 1972, as amended (20 U.S.C. §§ 1681-1683, and 1685-1686), which prohibits discrimination on the basis of sex; (c) Section 504 of the Rehabilitation Act of 1973, as amended (29 U.S.C. § 794), which prohibits discrimination on the basis of handicaps and the Americans with Disabilities Act of 1990; (d) the Age Discrimination Act of 1974, as amended (42 U.S.C. §§ 6101-6107), which prohibits discrimination on the basis of age;

(e) the Drug Abuse Office and Treatment Act of 1972 (P.L. 92-255), as amended, relating to nondiscrimination on the basis of drug abuse; (f) the Comprehensive Alcohol Abuse and Alcoholism Prevention, Treatment and Rehabilitation Act of 1970 (P.L. 91-616), as amended, relating to the nondiscrimination on the basis of alcohol abuse or alcoholism; (g) §§ 523 and 527 of the Public Health Service Act of 1912 (42 U.S.C. 290 dd-3 and 290 ee- 3), as amended, relating to confidentiality of alcohol and drug abuse patient records; (h) Title VIII of the Civil Rights Act of 1968 (42 U.S.C. § 3601 et seq.), as amended, relating to nondiscrimination in the sale, rental or financing of housing; (i) any other nondiscrimination provisions in any specific statute(s) applicable to any Federal funding for this Agreement; and (j) the requirements of any other nondiscrimination statute(s) which may apply to this Agreement.

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5.18 INTERPRETATION AND ADDENDA

If any prospective proposer is in doubt as to the true meaning of any part of the proposal documents, proposer may submit a written request for an interpretation on Sciquest. The request must be made by the date defined in section 4.2. Provo City will respond on Sciquest. Provo City will not be responsible for any other explanations or interpretations of the proposed documents.

It shall be the proposer’s responsibility to advise Provo City, before the time specified for receipt of proposals, of conflicting requirements or omissions of information which require clarification. Those questions not resolved by addenda shall be listed in the space provided on the proposal form, together with statements of the basis upon which the proposal is made, as affected by each question.

5.19 EXCEPTIONS

Each proposer shall attach a list, with its Proposal, of all exceptions to the specification and proposal documents. If the proposer takes no exceptions, proposer shall indicate on the proposal that no exceptions are taken. Proposals which do not comply with this requirement will be considered irregular and may be rejected at the discretion of the Purchaser. In case of an exception not described in the proposal, the requirements of the specification and proposal documents shall govern.

If the proposer takes exception, all such exceptions shall be specific in nature and carefully referenced to the applicable page number, article number, and article title of the specifications and documents. If the proposer proposes deletion of language and substitution of revised language, such deletion and substitution shall be carefully presented by typing complete paragraphs or articles of the original specification language and incorporating the substitute language. Proposed deletions shall be set off by brackets, thus: [delete this language], and proposed substitute language shall be indicated by underlining, thus: substitute this language. Exceptions which are general, which refer to the proposer’s standard terms and conditions, or which make reference to the proposer’s descriptive information as a whole, will not be acceptable. Proposals which do not comply with these requirements for the presentation of exceptions will not be acceptable and may be rejected. 

If a proposal includes express or implied exceptions that are not listed as required, the requirements of the specifications and documents shall govern.

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The proposer shall not alter any part of the specifications and documents in any way, except by stating their exceptions.

5.20 WARRANTY

To the extent applicable, proposer shall warrant to Provo that the materials and/or services to be furnished hereunder are of the highest quality and free from defects in material, workmanship, and title and will be of the kind described in the pertinent purchase order. All materials shall be new. The Manufacturer's warranty shall be effective for a minimum period of twelve (12) months after the date of shipment to Provo. Terms of Manufacturer's warranty shall be included in the proposer’s proposal and will be a criterion for evaluation of the proposal.

5.21 STATEMENT ON IMMIGRATION STATUS

To the extent applicable, all contractors, including sub-contractors, are reminded of the requirements of Utah Code Annotated 63G-12-302. Provo City is prohibited from entering into any contract for the performance of services with any party who does not provide the City with proof of registration and participation in a federally approved immigration status verification system.

Failure to provide proof may be grounds for rejection of a successful proposal.

5.22 SALES AND USE TAXES

To the extent applicable, proposers responding to Provo City requests for proposals should be aware that all materials installed and/or any materials converted to real property by someone other than a city, county, or state employee are generally subject to sales tax. Proposers are responsible for remitting applicable sales tax on all materials purchased or placed in service that are subject to sales tax. All contractors/proposers should consider and include the impact of sales tax in their proposals as it will be the responsibility of the proposer to pay and remit all applicable sales and use taxes.

5.23 EVALUATION CRITERIA

This request for proposal is designed to provide Provo with the ability to decide which potential proposer will best satisfy the requirements of Provo. Provo’s evaluation team will judge the merit of all proposals received in accordance with the general evaluation criteria listed below. Failure to provide any of the information requested may result in the proposal being removed from further consideration. In determining lowest responsible Respondent, in addition to price, Provo will consider:

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a) The ability, capacity, and skill of the proposers to perform the services required under the contract promptly, or within the time specified, without delay or interference (35%);

b) The character, integrity, reputation, judgment, experience, and efficiency of the proposers (10%);

c) The technology used in the solution and the solution’s ability to support the City’s current and near future needs for the next five to ten years (40%);

d) The total cost of ownership of the solution including the number of support personnel required to maintain the system(s), the skill level of the personnel required to maintain the system(s), ongoing maintenance charges, replacement cycles, and any other items, at the sole discretion of the City, that impact the overall cost of ownership (15%).

6 SCOPE OF THE RFP

This request is a solicitation to procure and implement a new recreation management software solution that meets the needs of the Provo Parks and Recreation’s operations, ensuring a seamless transition and continuity of services

The purpose of these sections is to provide some additional insight into the information content which should be included in your response to the RFP. This information should be included with your response to the specific items detailed in Section 7 of this document (Appendix A: RFP_Response.xlsx).

6.1 SCOPED SERVICES

This section of your response should define the details of your solution offering meeting the below defined service needs and functional requirements. Functional requirements are expected to be in scope and priced with the proposal. In the event your proposed solution does not provide the functional requirement, proposers are expected to clearly call out in their response document the specific functional requirement that is not met by the proposal.

Please see Appendix A for a full list of Scoped Services.

1. Reporting: This section outlines the requirements for generating and managing various types of reports. It includes specifications for report customization, data visualization, and the ability to export reports in different formats.

2. Customers: This section details the requirements for customer management functionalities. It covers aspects such as storing customer data, tracking interactions, and providing customer support features.

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3. Facility Reservations: This section describes the requirements for managing facility reservations. It includes functionalities for booking, scheduling, and tracking the usage of facilities.

4. Classes & Programs: This section specifies the requirements for managing classes and programs. It includes features for scheduling, enrollment, and tracking attendance.

5. Membership Management: This section focuses on the requirements for managing memberships. It includes functionalities for membership registration, renewal, and tracking member activities.

6. Security: This section outlines the requirements for ensuring the security of the system. It includes specifications for user authentication, data encryption, and access control.

7. Support: This section outlines the support that is provided by your company to support the solution.

8. Communication and Marketing: This section focuses on the requirements for communication and marketing tools.

9. Transactions & Payments: This section describes the requirements for handling transactions and payments. It includes functionalities for processing payments and tracking financial records.

10. Website & Online Experience: This section outlines the requirements for the website and online user experience.

11. Mobile Experience: This section specifies the requirements for the mobile user experience.

12. Data Migration: This section details the requirements for data migration. It includes specifications for data transfer, data integrity, and migration.

13. Integrations: This section focuses on the requirements for integrating with other systems. It includes features for API integration, data synchronization, and third-party software compatibility.

14. General: This section includes general requirements that do not fall under the other specific categories. It covers overall system performance, usability, and compliance with standards.

6.2 PROJECT PLAN AND RESOURCE

REQUIREMENTS

As part of their response, the vendor must prepare and communicate a comprehensive project plan outlining the implementation timeline, key milestones, and required city resources. The project plan must include the following components:

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1. Implementation Schedule – A detailed timeline with key project phases, including planning, data migration, system configuration, testing, training, and go-live.

2. City Resource Requirements – A breakdown of the required city resources, specifying the number of Full-Time Equivalents (FTEs) necessary to support project implementation. This should include estimated hours per role, anticipated responsibilities, and participation expectations.

3. Project Management Approach – A description of the vendor’s project management methodology, including risk mitigation strategies, progress tracking, and communication processes.

4. Stakeholder Engagement Plan – A plan for coordinating with city personnel, ensuring that feedback and concerns are addressed in a timely manner.

5. Regular Progress Reports – A schedule for regular project updates, including reporting frequency, formats, and key performance indicators (KPIs) to track progress against the plan.

6. Issue Resolution Process – A defined escalation procedure for resolving project-related issues efficiently and minimizing delays.

Vendors should include a draft of their project plan as part of their proposal submission. Failure to provide a clear and detailed project plan may impact proposal evaluation.

7 PROPOSER QUESTIONNAIRE

To provide a direct comparison between the various proposers, a standardized RFP Response form has been provided along with this RFP (Appendix A RFP_Response.xlsx). Please complete this form in detail. This form will be the only means whereby data provided by your organization can be compared to that of other organizations. In addition, it is the only place from which information specific to your organization will be taken from for the purpose of evaluating the various potential suppliers. It is important, therefore, that this spreadsheet be completed properly and that the appropriate amount of time be committed to this task.

7.1 PROPOSER BACKGROUND

In this section, we are seeking information regarding the background of your organization to assess the ability of your organization to provide reliable services for the duration of the contract.

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7.1.1 GENERAL INFORMATION

Proposer should provide the following information regarding your organization:

a. Provide company name and headquarters location. Provide the year of your organization's founding.

b. Provide the names, telephone numbers, and emails of persons authorized by your company to conduct negotiations with Provo.

c. Provide the number of years your organization has provided recreational software solutions.

d. Provide the number of customers currently using your organization’s solution.

e. Disclose details regarding staffing and training for your organization’s solution.

f. Indicate whether your company is currently being investigated by any governmental agency.

g. Indicate whether your company is currently in litigation with any organization regarding fulfillment of contractual obligations, performance, or copyright and patent infringement.

h. Conflict of Interest Certification: certify that your company has no real or potential conflicts of interest which would prevent the supplier from acting in the best interests of Provo.

i. Relative size of this project in comparison to current customer base.

j. Any additional information the proposer deems useful for Provo’s evaluation of the proposer’s qualifications.

7.1.2 GOVERNANCE INFORMATION

Proposer should provide the following information regarding policies and procedures.

a. Describe documented policies that ensure the confidentiality of Provo City’s data.

b. Provide an overview of plans for continuity of service to Provo City.

c. Explain availability and process of providing documentation of internal audits.

d. Outline early termination penalties and charges.

e. Explain policies regarding data ownership/disposal after termination of a customer contract.

f. Describe how Provo City will obtain their data in the event of contract termination.

g. Explain the ability of the solution to comply with PCI-DSS regulations.

h. Describe your capability to comply with Utah Code 63A-19 Government Data

Privacy Act.

7.1.3 TECHNOLOGY INFORMATION

Proposer should provide the following information regarding policies and procedures.

a. List the primary tools used to deliver your services.

b. Describe how your services are delivered to internal/virtual/cloud-based infrastructures.

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c. Describe integration capabilities with enterprise directories and configuration management databases.

7.2 CUSTOMER BASE AND REFERENCES

Provide a list of three references that have contracted for the same or similar services. Provo City will contact these references only at the end of the selection process as part of the due diligence phase of supplier selection. In addition, Provo will only contact these references after the supplier has specifically been asked to arrange for such contact to occur.

Include for each reference:

− Company name

− Contact name

− Company address

− Contact telephone number

− Contact e-mail address

− Web site link

− Duration of engagement

The identified customers should be willing to answer questions concerning your company's performance and services.

7.3 PRICING STRUCTURE

This section of your response should define the details of how you price your solution offering. All pricing information should be provided with an overview and as an itemized quote.

• Proposer may add lines but may not remove lines.

7.4 INVOICING

Describe your proposed fee schedule and terms. Indicate payment terms in regard to any available percentage discount for early payment. Provo City requests payment terms at net 60 with a 2% net 10 option. Within this section, also define any “acceptance” period during which Provo City has the opportunity to challenge deliverables.

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8 NOTE TO PROPOSER

It is expected that all proposals submitted would be in accordance with what has been clearly outlined in this RFP. Once a proposal has been submitted it is final.

The time for questions will be from the date you receive the RFP to the date stipulated at the beginning of this request.

Once you have completed your proposal, your signature, or that of a duly authorized individual of your company, must be affixed, for us to acknowledge the fact that you have read the RFP thoroughly and have completed the proposal within the stipulated guidelines.

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9 APPENDICES

9.1 APPENDIX A – REQUIRED PROPOSAL OUTLINE

The following table summarizes the format requirement for your proposal. Please provide, as a separate document, an executive summary of your proposed solution. In addition, attached to this document you should receive an Excel based spreadsheet (Appendix A: RFP_Response.xlsx) which contains a series of forms for you to complete. There is one form (tab) associated with each section of the proposal.

Please complete the information on this spreadsheet and return it in electronic form, along with the electronic copy of your proposal.

Section Section Title Section Content

1 Company Information Response to Section 7.1.1

2 Project Comparisons Response to Section 7.1.1

- continued

3 Governance Information Response to Section 7.1.2

4 Technology Information Response to Section 7.1.3

5 Customer Base and References Response to Section 7.2

6 Pricing Structure Response to Section 7.3

7 Invoicing Response to Section 7.4

8 Scoped Services Response to Section 6.1