PRCA-250045_Recreation_Software_Scope_of_Services.pdf

Invitation to Negotiate, PRCA-250045-WB, Recreation Management Software

1.0 Scope of Services

The City of Gainesville, Florida, Parks, Recreation and Cultural Affairs Department (PRCA) is soliciting proposals from qualified companies for a Recreation Management software solution which meets the needs of the department and is capable of expansion to meet further needs. This includes the design, install, support, and maintenance of a solution that meets PRCA’s requirements detailed in this section. Solutions shall be intuitive and easy to learn and use by both staff users and public users.

1.1 Background Information

The following information will be pertinent to your ability to complete the pricing proposal.

1.1.1 Pricing Structure

PRCA is interested in proposers providing subscription based and transaction based pricing when possible for comparison. If proposer only operates one pricing structure then that will be accepted.

1.1.2 Integration

The solution shall provide information on integration capability with the City of Gainesville’s accounting and financial software, WorkDay.

1.1.3 Current System Statistics

# Customer Accounts: 50,000 (however this would need to be scrubbed for duplications and includes parent and child accounts.)

# Active PCRA Users: 105 # of Retired or archived PRCA Users: 350 # of annual accounts receivable transactions (Calendar 2023):

5,500

1.2 General Requirements:

The following general requirements are expected to be part of the solution proposed for PRCA.

1.2.1 Online Access

It is the goal of PRCA to provide access to recreation services through a web-based platform with secure online registration and payment. The solution shall provide a single access point for the public to manage their recreation services and shall include all modules that are chosen. It shall be compatible with multiple browsers (Chrome, Edge, Firefox, etc.).

1.2.2 Mobile Interface

The solution shall provide an easy-to-use mobile interface for public users to view and manage profiles, schedules/registrations, register, process payments, and make changes to registered activities and programs.

1.2.3 Single Sign-On Access

It is required that PRCA staff’s access to the solution follow single sign-on (SSO) protocols that are authenticated through the City’s IT infrastructure.

1.2.4 User Management

The solution needs to allow for 105 active PRCA users, be able to deactivate users in real-time, be able to manage seasonal users, manage and customize permissions (security roles) for role-based access control and archive non-active or retired users (roughly 350 archived users). The preferred solution provides a time-stamped history of user logins.

1.2.5 Financial Management

All transactions for recreation services will be managed within the solution. This includes management of a point-of-sale interface, registrations with fees, receipt management, general ledger accounts, accounts receivable, refunds, credits, scholarship funds and manage tax exemptions by profile. Must be able to accept split payment types (i.e. credit cards, cash, checks, and scholarship). It is preferred that the solution include a financial dashboard for quick views on daily sales and revenues, outstanding receipts, chargebacks and other pertinent financial summaries.

The solution must be able to split a transaction to multiple GL accounts.

1.2.6 Accessibility

The solution shall meet all accessibility standards for web-based systems and follow the Web Content Accessibility Guidelines https://www.w3.org/TR/WCAG22/

1.2.7 Training

The Proposer shall provide their detailed training information. This shall include what is included for new clients, ongoing training options, web-based options, resource libraries, in-person options, etc. with costs associated. Include what trainings are in person or virtual.

1.2.7.1 Training Materials

Training materials must be provided for administrators, technical staff, and trainers. Authorization shall be granted to reproduce materials and any subsequent training materials that are provided to be used by the City for the training of City staff or contractors. The City shall not share training materials to outside entities.

1.2.7.2 Training Schedule

Upon execution of a successful proposal, negotiation, and signed contract, the City will work with the awarded contractor to establish a training schedule as part of the overall implementation timeline. The training schedule shall include deadlines that work with the Go Live date for the system.

https://www.w3.org/TR/WCAG22/

1.2.7.3 Training Standards

To assist with developing the training schedule the Proposer shall provide the following information to the City:

- Method of delivery;

- Duration for each method;

- Intended audience (i.e. technical, end-user, admin, etc.);

- Number of participants allowable per session;

- Technical preparations required for session (i.e.

workstations, installed applications, etc.).

1.2.8 Public Profiles

The solution needs to allow profiles to be managed by both the public user and the PRCA user administrator. It shall allow for family groups to be set up in the profiles, allow for group/organization profiles with contacts that can be changed over time as needed, automatic password resets, duplicate profile alerts to PRCA admin users, streamlined profile merging, and profile flagging (for delinquent payment accounts, trespass notifications, or other important issues that staff need to be aware of). Include a list of required and optional fields available, and note if custom fields can be created.

1.2.9 Reporting

The solution shall have robust pre-designed reporting and be able to easily create queries and ad-hoc reports. Reports include but are not limited to:

- Detailed financials;

- Facility reservations;

- Program registrations;

- Program attendance;

- League/Team rosters, schedules and standings.

Proposal shall include examples of pre-designed reports (include the standard daily close report) and a sample of fields available for ad-hoc queries.

1.2.10 Support

The solution shall provide ongoing, 24x7 support and maintenance.

Proposer shall be the licensor of the proposed system software and provide maintenance and support. Proposer must provide other components or equipment and supporting products and services either directly or through subcontractors. Proposer shall provide average outage times (unscheduled v. scheduled) for the previous three years. The contract shall include required upgrades at no additional cost to PRCA.

A dedicated representative shall be assigned to PRCA from the vendor to be a sole point of contact. Monthly catch-up meetings shall be included.

1.2.11 PCI Compliance

Should the Contractor store, process or transmit cardholder data on behalf of the City or manage/operate systems or services under the terms of this Agreement, then Contractor represents and acknowledges that the Contractor will comply with the Payment Card Industry (PCI) regulatory standards including the PCI Data Security Standards (DSS). Contractor represents that it will protect cardholder data. Contractor will be annually certified as a PCI compliant service provider and agrees to provide evidence, Attestation of Compliance (AOC) to the City upon request.

Contractor also agrees to provide written notice to the City of any breach of a system owned, operated or maintained by Contractor that contains cardholder data or information.

https://www.pcisecuritystandards.org/standards/

Proposer must provide the level of PCI/DSS certification they currently hold.

1.2.12 Implementation

1.2.12.1 Data Cleanup

Proposal shall include a data clean-up plan for existing data.

(This may be an optional add-on.)

1.2.12.2 Data Migration

Proposal shall include a data migration plan with timeline.

Proposal shall include a plan for legacy data, for historical reporting.

1.2.12.3 System Acceptance Testing

Proposer shall provide a full acceptance plan prior to implementation. Contractor and the City will agree upon an acceptance test that shall identify tests required to validate that the solution meets all requirements of the contract. This shall include a stability period post implementation of at minimum two weeks. Prefer to have a post implementation team for a period of no less than 6 weeks.

1.3 Required Features

Proposed recreation management solution must have the following features.

1.3.1 Activity/Program/League Registrations and Management

PRCA has used the current system, in conjunction with other 3rd party platforms to handle registrations and ticket sales. It is a goal to streamline this with one solution for all.

- Ease of creation for adding activities/programs/leagues;

- Duplicate existing activities/programs;

- Ability to have single date or multi-date options;

- Set fields in forms as optional or required;

- Create custom question fields (school or grade, shirt/uniform size, etc.);

- Ease for searching by keyword, date, location, recommended age, etc.;

- Schedule registration go live dates for both resident and non-resident;

https://www.pcisecuritystandards.org/standards/

- Ability for organization/group profiles to register for an activity/program/league;

- Assign registrants to location, class, team, etc.;

- Manage class and team capacities;

- Provide and sign waivers (health/photo/ etc.) and permission slips;

- Upload required documents for registrations by both staff user and public user;

- Ability to hold registrations for clearance/placement prior to acceptance and/or payments;

- Waitlist;

- Reserve registration spots for scholarship;

- Ability to attach class syllabus, weekly schedules of activities, team rosters, etc.;

- Ability for public user to download class syllabus, weekly schedules, program documents, etc.;

- Create rosters (must include: registrant name, emergency contact information, medical alerts);

- Generate sign in/sign out sheets (must include authorized adults for pick up);

- Attendance recording in the activity/program.

- Ability to do one-time or recurring payments (for afterschool must be able to choose weekly, monthly or semester payments);

- Ability to apply various discounts;

- Email confirmation and/or receipt.

1.3.2 Event Ticket Sales

- Ease of creation for events;

- Duplicate existing events;

- Ability to set ticket prices and ticket packages (including multi-day or multi weekend);

- Ability to set prices for or selections for multiple activities within one program;

- Allow sales in-person (POS) and online;

- Track sales and refund requests;

- Tickets shall be provided as Etickets by email receipt;

- Note: we will not be requesting ticket-printing capabilities.

1.3.3 Facility/Field Rentals and Reservations

- Ability to have multiple locations and types (ex. room, building, field, pavilion, etc.)

- Ability to group locations and types in one rental or reservation;

- Ability to add A-la-carte items to a rental or reservation (ex:

A/V equipment, podium, etc.);

- Availability calendar by location, type or date with full search functionality and ability to add blackout dates;

- Calendar can be color coded for location or type;

- Ability to link program/activity to facility to show unavailable for rental or reservation;

- Generate rental quotes;

- Convert quotes to rental contracts and generate invoices;

- Generate reservation agreements;

- Ability to attach rental or reservation rules for signature;

- Ability to upload required documents to rental or reservation

(i.e. certificate of insurance, approved special event permit from the City, etc.)

- Ability to manage refundable and non-refundable deposits;

- Customizable email confirmation and/or receipt;

1.3.4 Point of Sale

- Must be able to work with cash drawers, that change by shifts;

- Must come with all POS equipment required for the system (i.e.

touch screen monitors, credit card merchant machines, bar code readers, receipt printers), and work with automatic cash drawers;

- Must be able to track inventory;

- Ability to have custom data gathering at beginning of POS transaction (I/E. Zip code data).

1.3.5 Membership and Annual Passes

PRCA uses membership and annual passes for aquatics and the wellness center, and annual parking passes at one park location.

- Ability to assign program specific numbers to passes;

- Memberships can be monthly, quarterly, seasonal, or annual;

- Ability to assign member types (i.e. family, child, adult, senior, etc.);

- Ability for profiles to have multiple member or annual passes concurrently, (ex. pool pass and wellness center pass);

- Ability to pull reports for renewal reminders;

- Capable of producing membership cards or annual passes, with scannable barcodes;

- Provide all equipment needed for printing or producing membership cards or annual passes.

1.3.6 Fee Assistance and Scholarships

- Ability to set up multiple fee assistance programs;

- Ability to assign a fee assistance program to an activity/program/league/event and set limits to number allowed;

- Ability to assign variable limits to customer profiles for scholarships (ex. XX customer can use up to $XX from XX date to XX date);

- Tracking and reporting of available fee assistance or scholarship dollars with expiration dates by type or by customer profile;

- Ability to apply funds accepted through donations into a scholarship fund;

- Ability to apply scholarship fund dollars to activity/program/league/event/membership or passes on behalf of a customer.

1.3.7 Communications/Marketing

- Email or text activity/registrant reminders, important information and survey links;

- Email public users regarding upcoming opportunities;

- Opt-out option for email/text/calls separately;

- Have the ability to generate QR codes.

1.4 Preferred Features

These features are not required but are desired in the solution.

1.4.1 Activity/Program/League Registrations

- Activity/Program Dashboard;

- Provide ability for electronic sign in/sign out, either by mobile app or kiosk.

1.4.2 Event Ticket Sales and Management

- Scan tickets at events using mobile app;

- Track on-site attendance through ticket redemption for safety requirements and reporting;

- Ability to register for camping, booths at events, etc. And note size needs (i.e. camp site type, or booth size).

1.4.3 Donation Tracking

- Ability to set up users as donors;

- Ability to enter donation amounts as a record (not as a financial transaction);

- Ability to apply funds accepted through donations into a scholarship fund;

- Ability to code donations by campaigns;

- Ability to pull reports on donation campaign goals.

1.4.4 Volunteer Management

- Ability to assign volunteer status to user profiles;

- Ability for organizations/group profiles to sign up to volunteer for different activities/programs/leagues (i.e. a group to sign up to work a booth at an event);

- Ability to track volunteer assignments;

- Ability to track and report on volunteer hours by month, quarter, annual and program/activity/league/event;

- Ability to pull reports on donation campaign goals.

- Provide ability for electronic sign in/sign out, either by mobile app or kiosk.

1.5 Post Implementation Considerations

- Proposal shall include pricing and features for modules that could be added on later.