RFP 25-CTR03 Athletics Ticketing.pdf

Eastern Washington University

Solicitation Type: Request for Proposals (RFP)

EWU Reference #: RFP #25-RFP03

Solicitation Title: HOSTED ATHLETIC TICKETING

SOFTWARE SYSTEM

Proposal Due Date: January 17, 2025 no later than 3:00 p.m.

Pacific Time

Contractor Eligibility: This solicitation is open to those Contractors that satisfy the minimum qualifications stated herein and that are available for work in Washington State.

TABLE OF CONTENTS

1. INTRODUCTION 1

1.1. PURPOSE AND BACKGROUND 1

1.2. OBJECTIVES AND SCOPE OF WORK 2

1.3. MINIMUM QUALIFICATIONS 2

1.4. PERIOD OF PERFORMANCE 3

1.5. DEFINITIONS 3

1.6. ADA 3

2. GENERAL INFORMATION FOR CONTRACTORS 4

2.1. RFP COORDINATOR 4

2.2. ESTIMATED SCHEDULE OF SOLICITATION ACTIVITIES 4

2.3. SUBMISSION OF PROPOSALS 4

2.4. PROPRIETARY INFORMATION/PUBLIC DISCLOSURE 5

2.5. REVISIONS TO THE RFP 5

2.6. MINORITY, WOMEN & VETERAN-OWNED BUSINESS PARTICIPATION 5

2.7. ACCEPTANCE PERIOD 5

2.8. RESPONSIVENESS 6

2.9. MOST FAVORABLE TERMS 6

2.10. CONTRACT AND GENERAL TERMS & CONDITIONS 6

2.11. INTERLOCAL CONTRACTING 6

2.12. COSTS TO PROPOSE 6

2.13. NO OBLIGATION TO CONTRACT 6

2.14. REJECTION OF PROPOSALS 6

2.15. COMMITMENT OF FUNDS 7

2.16. INSURANCE COVERAGE 7

3. PROPOSAL CONTENTS 9

3.1. LETTER OF SUBMITTAL (MANDATORY) 9

3.2. TECHNICAL PROPOSAL (SCORED) 10

3.3. Management Proposal (SCORED/MANDATORY/OPTIONAL)- 16

3.4. COST PROPOSAL (SCORED) 17

4. EVALUATION AND CONTRACT AWARD 18

4.1. EVALUATION PROCEDURE 18

4.2. EVALUATION WEIGHTING AND SCORING 18

4.3. ORAL PRESENTATIONS MAY BE REQUIRED 18

4.4. NOTIFICATION TO PROPOSERS 18

4.5. COMPLAINT PROCESS 18

4.6. PROTEST PROCEDURE 19

5. RFP EXHIBITS 21

EXHIBIT B: WIPHE PARTICIPATION 24

EXHIBIT C: SERVICES CONTRACT FORMAT 25

EXHIBIT D: ACCESSIBLE TECHNOLOGY REQUIREMENTS 41

EXHIBIT E: HECVAT LITE TEMPLATE 43

EXHIBIT F: DATA SHARING AGREEMENT 44

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1. INTRODUCTION

1.1. PURPOSE AND BACKGROUND

Eastern Washington University ("EWU”) is initiating this Request for Proposal (RFP) to solicit Proposals from firms for hosted ticketing software system. The vendor shall be highly qualified, financially sound and responsible with extensive experience in athletics ticketing.

EWU Profile

EWU is a regional, comprehensive public university located in Cheney and Spokane, Washington, with programs offered throughout the state and online with an enrollment of over 9,000 students. EWU’s 300-acre main campus is located in Cheney, a community of 11,000 residents, and is just 17 miles from Washington’s second largest city, Spokane.

Mission: Eastern Washington University provides an inclusive, equitable, and transformative learning experience, driving the pursuit of knowledge with affordable academic excellence.

Vision: Eastern Washington University provides an education rooted in the liberal arts, designed to address the unique challenges and opportunities facing the region.

Characterized by a student-centered focus and opportunities for applied learning in high-demand fields, this education creates upward social mobility and intellectual growth for our students that supports a healthy, sustainable, and economically successful region.

Value Statements

Academic Excellence: As a community of learners, we pursue truth and advance knowledge through creative works, research, and scholarship. Our student-centered education provides excellent teaching, dynamic conversations, and a robust intellectual experience both inside and outside the classroom. We provide applied learning opportunities to prepare students for future success, invest in our workforce and create opportunities for professional growth for students, faculty and staff.

Accessibility: Eastern Washington University strives to create a more inclusive, obtainable, and equitable college education.

Belonging Through Justice, Equity, Diversity and Inclusion: We are committed to building an inclusive, supportive, and equitable university community. We strive to integrate the principles of justice, equity, diversity, and inclusion into all university operations, fostering an environment that nurtures a sense of belonging among all members of the community.

Students, staff, and faculty, are seen, understood, and appreciated for the talents they bring to our educational community.

Regional Impact and Regional Contribution: We promote economic vitality and regional success through scholarly research, dedicated service, and educational programs that meet regional workforce needs in high-demand fields. When combined with out commitment to a liberal arts education, we enhance social mobility, inclusivity, and the well-being of our community while remaining nimble to its ever-changing demands.

Student Success: We embrace all students. Students’ needs are complex, and student success requires student engagement and positive outcomes. We are committed to supporting all our students with a focus on creating conditions informed by the needs of our first-generation, low-income, and other structurally marginalized students.

Sustainability: We are leaders committed to sustainability as a balance between the needs of the environment, the needs of the economy, and equitable outcomes for current and future generations

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Recent Success of EWU Athletics

Football

In 2010, EWU won the NCAA Division I FCS Football National Championship, the most recent Big Sky school to win an FCS Championship at the time of writing this. Since that time, the football team has been Big Sky Conference Champions or Co-Champions five times (2012, 2013, 2014, 2016, 2018), an NCAA Division I FCS Football National Quarterfinalist once (2014, 2021), an NCAA Division I FCS Football National Semifinalist three times (2012, 2013, 2016) and NCAA Division I FCA Football National Runner-Up (2018). Additionally, the program has had a winning record in 15 of the past 17 years. EWU also had the Walter Payton Award winner, given out annually to the best player in FCS, in Eric Barriere in 2021. EWU currently has three (3) active players in the NFL (Cooper Kupp with the Los Angeles Rams, Kendrick Bourne with the New England Patriots, and Samson Ebukam with the Indianapolis Colts.

Men’s Basketball

Big Sky regular season champions in each of the last two years, EWU Men’s Basketball has been consistently at the top of the conference standings over the last decade. In 2022-23, EWU boasted the nation’s longest win streak at 18 games and made it to the Second Round of the 2023 NIT Tournament. Has produced the Most Valuable Player in the Big Sky Conference in five (5) of the last eight (8) years. Big Sky Tournament champions during the 2020-21 season and nearly pulled off upset against the University of Kansas in the First Round of the NCAA Tournament. The most notable EWU basketball alum is Rodney Stuckey who played ten (10) years in the NBA for the Detroit Pistons and the Indiana Pacers.

Women’s Basketball

Big Sky regular season and postseason champions during the 2023-24 campaign, EWU Women’s Basketball notched a school record 29 wins and the No. 14 seed in the NCAA Tournament. Additionally, ticket sales doubled from the 2022-23 season to the 2023-24 season.

1.2. OBJECTIVES AND SCOPE OF WORK

EWU is seeking hosted ticketing software that will fulfill all its ticketing needs, as well as provide ways to help in marketing, revenue generation, and customer service. EWU is interested in a vendor that will provide a dedicated representative for the University, one person that all of the venues can contact in the event of problems. The vendor should be dedicated to continuous improvement and education of all its clients.

Preferred proposal format:

1) Introduction and executive summary of no more than one single-spaced page.

2) Listing of three to five customer references who can evaluate work that has been completed by the firm in the past five years.

3) Description of your proposed approach to meet the objectives of the scope of work requested above.

4) Listing of three to five customer references who can evaluate work that has been completed by the firm in the past five years.

1.3. MINIMUM QUALIFICATIONS

Minimum qualifications include:

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1. Licensed to do business in the State of Washington or provide a commitment that it will become licensed in Washington within thirty (30) calendar days of being selected as the Apparent Successful Contractor.

2. Have not been determined by a final and binding citation and notice of assessment issued by the Washington Department of Labor and Industries or through a civil judgment entered by a court of limited or general jurisdiction to have willfully violated, as defined in RCW 49.48.082, any provision of RCW Chapters 49.46, 49.48, or 49.52 within three (3) years prior to the date of this solicitation (Exhibit A).

3. Does not require its employees to sign, as a condition of employment, mandatory individual arbitration clauses and class or collective action waivers (Exhibit A).

4. Contractor must have a minimum of five (5) years’ experience of Athletic Ticket Hosting industry for Universities/Colleges

5. The following is to be provided by the successful Contractor o Twenty (20) handheld scanners for access-controlled admissions. These should be adaptable/compatible to read magnetic stripes, print at home tickets, and mobile delivery tickets.

o Twelve (12) ticket Boco printers for single event ticket pricing.

o PCI and P2PE compliant credit card readers.

1.4. PERIOD OF PERFORMANCE

The period of performance of any Contract resulting from this RFP is tentatively scheduled to begin on July 1, 2025, not to include any required implementation work required prior to beginning contract work, and to end five (5) years later.

EWU reserves the right at its sole option to extend the Contract for two (2) additional one-year periods; not to exceed a total of five (7) years.

1.5. DEFINITIONS

Definitions for the purposes of this RFP include:

1. Apparent Successful Contractor – The Contractor selected as the entity to perform the anticipated services, subject to completion of Contract negotiations and execution of a written Contract.

2. Contractor – A. Individual or company interested in the RFP and that may or does submit a

Proposal in order to attain a Contract with EWU.

B. Individual or company whose Proposal has been accepted by EWU and is awarded a fully executed, written Contract.

3. EWU – The agency of the State of Washington that is issuing this RFP.

4. Proposal – A formal offer submitted in response to this solicitation.

5. Proposer – Individual or company that submits a Proposal in order to attain a Contract with EWU.

6. Request for Proposals (RFP) – Formal solicitation document in which a service or need is identified but no specific method to achieve it has been chosen. The purpose of an RFP is to permit the Contractor community to suggest various approaches to meet the need at a given price.

1.6. ADA

EWU complies with the Americans with Disabilities Act (ADA). Contractors may contact the RFP Coordinator to receive this RFP in Braille or on tape.

http://app.leg.wa.gov/RCW/default.aspx?cite=49.48.082 http://app.leg.wa.gov/RCW/default.aspx?cite=49.46 http://app.leg.wa.gov/RCW/default.aspx?cite=49.48 http://app.leg.wa.gov/RCW/default.aspx?cite=49.52

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2. GENERAL INFORMATION FOR CONTRACTORS

2.1. RFP COORDINATOR

The RFP Coordinator is the sole point of contact in EWU for this solicitation. All communication between the Contractor and EWU upon release of this RFP shall be with the RFP Coordinator, as follows:

Name Cody Ross

Email Address Cross19@ewu.edu

Mailing Address EWU Procurement & Contracts 218 Tawanka Hall Cheney, WA 99004-2456

Phone Number (509) 359-6804

Fax Number (509) 359-7984

Email is the preferred method of communication.

Any other communication will be considered unofficial and non-binding on EWU.

Contractors are to rely on written statements issued by the RFP Coordinator.

Communication directed to parties other than the RFP Coordinator may result in disqualification of the Contractor.

2.2. ESTIMATED SCHEDULE OF SOLICITATION ACTIVITIES

Issue RFP December 24, 2024

Question & Answer Period December 24, 2024 – January 3, 2025

Issue Last Addendum to RFP January 8, 2025

Proposal Due Date January 17, 2025

Evaluate Proposals January 18, 2025 – January 30, 2025

Conduct Oral Interviews with Finalists, if required January 20, 2025 – January 30, 2025

Announce Apparent Successful Contractor and Send Notification via WEBS to Unsuccessful Proposers

February 1, 2025

Negotiate Contract February 2025

Begin Contract Work July 1, 2025

EWU reserves the right to revise the above schedule.

2.3. SUBMISSION OF PROPOSALS

The Proposal must be received by the RFP Coordinator no later than 3:00 p.m., Pacific Time, in Cheney, Washington, on January 17, 2025.

Proposals must be submitted electronically as an attachment to an email to Cody Ross the RFP Coordinator, at the email address listed in Section 2.1. Attachments to email shall be in Microsoft Word format or PDF. Zipped files cannot be received by EWU and cannot be used for submission of Proposals. The cover submittal letter and the Certifications and Assurances form must have a scanned signature of the individual within the organization authorized to bind the Contractor to the offer. EWU does not assume responsibility for problems with Contractor’s email. If EWU’s email is not working, appropriate allowances will be made.

Proposals may not be transmitted using facsimile transmission.

Contractors should allow sufficient time to ensure timely receipt of the Proposal by the RFP Coordinator. Late Proposals will not be accepted and will be automatically disqualified from further consideration, unless EWU’s email is found to be at fault. All Proposals and any accompanying documentation become the property of EWU and will not be returned.

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2.4. PROPRIETARY INFORMATION/PUBLIC DISCLOSURE

Proposals submitted in response to this competitive solicitation shall become the property of EWU. Pursuant to RCW 39.26.030, Proposals and Proposal evaluations are exempt from disclosure until EWU announces the Apparent Successful Contractor; thereafter, the Proposals shall be deemed public records as defined in Chapter 42.56 RCW.

Any information in the Proposal that the Contractor desires to claim as proprietary and exempt from disclosure under the provisions of Chapter 42.56 RCW, or other state or federal law that provides for the nondisclosure of Contractor’s document, must be clearly designated.

The information must be clearly identified and the particular exemption from disclosure upon which the Contractor is making the claim must be cited. Each page containing the information claimed to be exempt from disclosure must be clearly identified by the words “Proprietary Information” printed on the lower right-hand corner of the page. Marking the entire Proposal exempt from disclosure or as Proprietary Information will not be honored.

If a public records request is made for the information that the Contractor has marked as "Proprietary Information," EWU will notify the Contractor of the request and of the date that the records will be released to the requester unless the Contractor obtains a court order enjoining that disclosure. If the Contractor fails to obtain the court order enjoining disclosure, EWU will release the requested information on the date specified. If a Contractor obtains a court order from a court of competent jurisdiction enjoining disclosure pursuant to Chapter

42.56 RCW, or other state or federal law that provides for nondisclosure, EWU shall maintain the confidentiality of the Contractor's information per the court order.

Any contract entered into with EWU is not considered proprietary information, is subject to public disclosure, and may be posted on EWU’s website.

2.5. REVISIONS TO THE RFP

In the event it becomes necessary to revise any part of this RFP, addenda will be provided via WEBS.

EWU also reserves the right to cancel or to reissue the RFP in whole or in part, prior to execution of a Contract.

2.6. MINORITY, WOMEN & VETERAN-OWNED BUSINESS PARTICIPATION

In accordance with Chapters 39.19 and 43.60A RCW, the State of Washington encourages participation in all of its contracts by firms certified by the Washington State Office of Minority and Women’s Business Enterprises (OMWBE) or Washington State Department of Veteran’s Affairs (DVA). Participation may be either on a direct basis in response to this solicitation or on a Subcontractor basis. However, no preference will be included in the evaluation of Proposals, no minimum level of minority, women, or veteran-owned business participation shall be required as a condition for receiving an award, and Proposals will not be rejected or considered non-responsive on that basis.

The established annual procurement participation goals for MBE is 10% and for WBE, 4%, for this type of project. The suggested veteran-owned business participation goal is 3%. These goals are voluntary. For information on certified firms, Contractors may contact OMWBE or the DVA.

2.7. ACCEPTANCE PERIOD

Proposals must provide 90 days for acceptance by EWU from the due date for receipt of Proposals.

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2.8. RESPONSIVENESS

All Proposals will be reviewed by the RFP Coordinator to determine compliance with administrative requirements and instructions specified in this RFP. The Contractor is specifically notified that failure to comply with any part of the RFP may result in rejection of the Proposal as non-responsive.

EWU also reserves the right at its sole discretion to waive minor administrative irregularities.

2.9. MOST FAVORABLE TERMS

EWU reserves the right to make an award without further discussion of the Proposal submitted. Therefore, the Proposal should be submitted initially on the most favorable terms which the Contractor can propose. There will be no best and final offer procedure. EWU does reserve the right to contact a Contractor for clarification of its Proposal.

The Apparent Successful Contractor should be prepared to accept this RFP for incorporation into a Contract resulting from this RFP. Contract negotiations may incorporate some or all of the Contractor’s Proposal. It is understood that the Proposal will become a part of the official solicitation file on this matter without obligation to EWU.

2.10. CONTRACT AND GENERAL TERMS & CONDITIONS

The Apparent Successful Contractor will be expected to enter into a Contract which is substantially the same as the sample Contract and its general terms and conditions attached as Exhibit C. Contractor may submit its general License or University-specific Agreement as part of its Proposal for EWU to review. If there is a conflict between the terms contained in EWU’s terms and conditions and Contractor’s Agreement, Contractor must either agree to EWU’s terms or submit exceptions as allowed in the Certifications and Assurances form, Exhibit A to this RFP. All exceptions to the Contract terms and conditions must be submitted as an attachment to Exhibit A, Certifications and Assurances form. EWU will review requested exceptions and accept or reject the same at its sole discretion.

2.11. INTERLOCAL CONTRACTING

EWU is a member of the Washington State Institutions of Public Higher Education (WIPHE) and is aware that other WIPHE members may be interested in purchasing the product(s) included in this solicitation. Therefore, pursuant to the Interlocal Cooperation Act, Chapter

39.34 RCW, all WIPHE members will be eligible to utilize the Contract(s) awarded as a result of this solicitation, if all parties are willing. The Contractor must complete Exhibit B as part of the Proposal.

2.12. COSTS TO PROPOSE

EWU will not be liable for any costs incurred by the Contractor in preparation of a Proposal submitted in response to this RFP, in conduct of a presentation, or any other activities related to responding to this RFP.

2.13. NO OBLIGATION TO CONTRACT

This RFP does not obligate the State of Washington or EWU to contract for services specified herein.

2.14. REJECTION OF PROPOSALS

EWU reserves the right at its sole discretion to reject any and all Proposals received without penalty and not to issue a Contract as a result of this RFP.

http://app.leg.wa.gov/RCW/default.aspx?cite=39.34

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2.15. COMMITMENT OF FUNDS

The President of EWU or his/her delegate is the only individual who may legally commit EWU to the expenditures of funds for a Contract resulting from this RFP. No cost chargeable to the proposed Contract may be incurred before receipt of a fully executed Contract.

2.16. INSURANCE COVERAGE

1. General Requirements A. Contractor shall, at its own expense, obtain and keep in force insurance as follows during the Period of Performance of the Contract. Upon request, Contractor shall furnish evidence in the form of a Certificate of Insurance satisfactory to EWU that insurance, in the following kinds and minimum amounts, has been secured. Failure to provide proof of insurance, as required, may, at EWU’s sole option, result in the Contract’s termination.

B. Contractor shall include all Subcontractors as insureds under all required insurance policies, or shall furnish separate Certificates of Insurance and endorsements for each Subcontractor. Subcontractor(s) must comply fully with all insurance requirements stated herein. Failure of Subcontractor(s) to comply with insurance requirements does not limit Contractor’s liability or responsibility.

C. All insurance provided in compliance with the Contract shall be primary as to any other insurance or self-insurance programs afforded to or maintained by

EWU.

2. Specific Requirements

A. Commercial General Liability Insurance: The Contractor shall at all times during the Period of Performance of the Contract, carry and maintain commercial general liability insurance and, if necessary, commercial umbrella insurance for bodily injury and property damage arising out of services provided under the Contract. This insurance shall cover such claims as may be caused by any act, omission, or negligence of the Contractor or its officers, agents, representatives, assigns, or servants.

The insurance shall also cover bodily injury, including disease, illness and death, and property damage arising out of the Contractor’s premises/operations, independent contractors, products/completed operations, personal injury and advertising injury, and contractual liability (including the tort liability of another assumed in a business contract), and contain separation of insured’s (cross liability) conditions.

Contractor waives all rights against EWU for the recovery of damages to the extent they are covered by general liability or umbrella insurance.

The limits of liability insurance shall not be less than as follows:

General aggregate limits (other than products-completed operations) $2 million

Products-completed operations aggregate $2 million

Personal and advertising injury aggregate $1 million

Each occurrence (applies to all of the above) $1 million

Fire damage limit (per occurrence) $50,000

Medical expense limit (any one person) $5,000

B. Professional Liability (Errors and Omissions) Insurance: Limits of liability shall not be less than $1 million per claim and $2 million annual aggregate.

C. Business Auto Policy: In the event that services delivered pursuant to the Contract involve the use of vehicles, or the transportation of clients, automobile liability insurance shall be required. The coverage provided shall

RFP #25-CTR03 Page 8 of 52 protect against claims for bodily injury, including illness, disease, and death;

and property damage caused by an occurrence arising out of or in consequence of the performance of services by the Contractor, Subcontractor, or anyone employed by either.

Contractor shall maintain business auto liability and, if necessary, commercial umbrella liability insurance with a combined single limit not less than $1 million per occurrence. The business auto liability shall include Hired and Non-Owned coverage.

Contractor waives all rights against EWU for the recovery of damages to the extent they are covered by business auto liability or commercial umbrella liability insurance.

D. Employer’s Liability (Stop Gap): The Contractor will at all times comply with all applicable workers’ compensation, occupational disease, and occupational health and safety laws, statutes, and regulations to the full extent applicable and will maintain Employer’s Liability insurance with a limit of no less than $1 million. EWU will not be held responsible in any way for claims filed by the Contractor or their employees for services performed under the terms of the Contract.

E. Cyberliability Insurance: See Exhibit F for details.

3. Additional Insurance Provisions All above insurance policies shall include, but not be limited to, the following provisions:

A. Additional Insured: EWU shall be named as an additional insured on all general liability, umbrella, excess, and property insurance policies. All policies shall be primary over any other valid and collectable insurance.

B. Notice of Policy Cancellation/Non-Renewal

i. For insurers subject to Chapter 48.18 RCW (admitted and regulated by the Washington State Insurance Commissioner), a written notice shall be given to EWU’s Risk Manager or designee 45 calendar days prior to cancellation or any material change to the policy as it relates to the Contract. Written notice shall include the affected Contract reference number.

ii. For insurers subject to Chapter 48.15 RCW (Surplus Lines), a written notice shall be given to EWU’s Risk Manager or designee 20 calendar days prior to cancellation or any material change to the policy or policies related to the Contract. Written notice shall include the affected Contract reference number.

iii. If cancellation on any policy is due to non-payment of premium, a written notice shall be given to EWU’s Risk Manager or designee 10 calendar days prior to cancellation. Written notice shall include the affected Contract reference number.

C. Identification: Policies and certificates of insurance shall include the affected Contract reference number.

D. Insurance Carrier Rating: The insurance required above shall be issued by an insurance company authorized to do business within the State of Washington. Insurance is to be placed with a carrier that has a rating of A- Class VII or better in the most recently published edition of Best’s Reports.

Any exception must be reviewed and approved by EWU’s Risk Manager, by submitting a copy of the Contract and evidence of insurance before Contract commencement. If an insurer is not admitted, all insurance policies and procedures for issuing the insurance policies must comply with Chapter

48.15 RCW and Chapter 284-15 of the Washington Administrative Code

(WAC).

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E. Excess Coverage: The limits of all insurance required to be provided by the Contractor shall be no less than the minimum amounts specified. However, coverage in the amounts of these minimum limits shall not be construed to relieve the Contractor from liability in excess of such limits.

F. Limit Adjustments: EWU reserves the right to increase or decrease limits as appropriate.

4. Industrial Insurance Coverage: The Contractor shall comply with the provisions of Title 51 RCW Industrial Insurance. If the Contractor fails to provide industrial insurance coverage or fails to pay premiums or penalties on behalf of its employees as may be required by law, EWU may terminate the Contract. This provision does not waive any of the Washington State Department of Labor and Industries (L&I) rights to collect from the Contractor.

3. PROPOSAL CONTENTS

Proposals must be written in English and submitted electronically to the RFP Coordinator in the order noted below:

1. Letter of Submittal, including signed Certifications and Assurances (Exhibit A) and WIPHE Participation (Exhibit B);

2. Technical Proposal;

3. Management Proposal; and,

4. Cost Proposal.

Proposals must provide information in the same order as presented in this document with the same headings. This will not only be helpful to the evaluators of the Proposal, but should assist the Contractor in preparing a thorough response.

Items marked “mandatory” must be included as part of the Proposal for the Proposal to be considered responsive; however, these items are not scored. Items marked “scored” are those that are awarded points as part of the evaluation conducted by the evaluation team.

3.1. LETTER OF SUBMITTAL (MANDATORY)

The Letter of Submittal, Certifications and Assurances (Exhibit A) and WIPHE Participation (Exhibit B) must be signed and dated by a person authorized to legally bind the Contractor to a contractual relationship, e.g., the President or Executive Director if a corporation, the managing partner if a partnership, or the proprietor if a sole proprietorship. Along with introductory remarks, the Letter of Submittal is to include by attachment the following information about the Contractor and any proposed Subcontractors:

1. Name, address, principal place of business, telephone number, and fax number/email address of legal entity or individual with whom Contract would be written.

2. Name, address, and telephone number of each principal officer (President, Vice President, Treasurer, Chairperson of the Board of Directors, etc.)

3. Legal status of the Contractor (sole proprietorship, partnership, corporation, etc.), the year the entity was organized to do business as the entity now substantially exists, and a brief company history.

4. Federal Employer Tax Identification number or Social Security number and the Washington Uniform Business Identification (UBI) number issued by the State of Washington Department of Revenue.

5. Location of the facility from which the Contractor would operate.

6. Identify any state employees or former state employees employed or on the firm’s governing board as of the date of the Proposal. Include their position and responsibilities within the Contractor’s organization. If following a review of this information, it is determined by EWU that a conflict of interest exists, the Contractor may be disqualified from further consideration for the award of a Contract.

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3.2. TECHNICAL PROPOSAL (SCORED)

The Technical Proposal must contain a comprehensive description of services including the following elements:

1. Mandatory Requirements

a. Licenses – Describe how the product is licensed, which licenses are required and which are supplied. If there are multiple licensing options, please detail each and describe how the licensing structure proposed by the offeror benefits the University. Does the system require any third-party licensing for full functionality? If yes, provide details.

b. Contractors must identify any information or resources needed from the University in order to perform any of the work.

c. Must have the ability to view all customer data and transactions within the ticketing platform.

d. Access control including ticket scanning and mobile ticketing.

e. The system must be PCI compliant and certified. Provide evidence of certification and describe the level of certification. Such compliance must meet the requirements of outlined at https://www.pcisecuritystandards.org/index.shtml), as outlined in Section 7 of the Proposed Contract in Exhibit C.

f. If the University selects a new contractor describe in detail what support will be given to make the transition.

2. Technical Specifications

a. Describe the ticketing system architecture. Describe the method to implement enhancements or fixes.

b. Describe how the system’s data is backed up.

c. What security measures are in place to protect data integrity?

d. Describe the system’s use in either major professional sports or NCAA Division I athletics.

3. System Performance

a. Describe the system’s integration between ticketing, fundraising, e-commerce, marketing, and customer relationship management.

b. Describe the capability of the system as it pertains to ticket sales during periods of high volume.

Please provide an example.

c. What is the storage capacity of customer data and what fields are available for contact information? This would include address fields, email, phone numbers, etc.

d. Indicate the system’s history of performance including any downtime with a description of any issues and how they were resolved. Provide statistics regarding your system’s performance/availability and any average down time sustained. This includes online, back office, Access management, etc.

4. Financial Accountability

a. Provide documentation that includes how it is displayed on processed orders and payment search functionality.

b. Does credit card authorization take place in real time?

c. Does the system allow for remote access to reporting and auditing? If so, describe. Who controls access?

d. Does the system allow data to be readily exported via other file formats? Which formats are supported? What data is exportable and what is not exportable?

e. Can client control per ticket/order fees in accordance with variable or dynamic price points?

5. Systems Interfacing

a. Is data able to be imported/exported to other third-party systems?

b. What specific third-party systems are being interfaced by clients with the system?

c. Can third party providers read/write to data files? If so, in what scenarios is this allowed?

d. Are interfacing spec defined and documented for third party integration for such tools as CRM, seat map visualization, dynamic pricing, stored value ticketing, etc? Give examples.

6. System Enhancement Requests

a. How are clients involved in identifying the system’s roadmap and future direction?

b. How are system upgrades initiated? What is the down time?

c. Provide a two-year product enhancement plan with anticipated delivery dates. Describe the reasoning for each enhancement and for any enhancements within the last two years.

7. Miscellaneous Infrastructure Requirements

a. Does the system allow venue to control all of the data, including how and when customers and prospects are marketed?

https://www.pcisecuritystandards.org/index.shtml

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b. Does the system offer a test environment for training and testing?

c. Describe the security mechanisms in place to protect client proprietary data.

d. Does the system protect against online ‘robot’ attacks and other fraudulent activities? If so, explain.

e. Has the system been compromised within the last five years?

8. Ticket Operation Functionality

a. Inventory Management i.Indicate the number of seat statuses available on the system.

ii.Indicate the number of price codes available on the system and the user control levels to change/adjust those levels.

iii.Can the hold status be differentiated by distinct seasons or events?

iv.Can seat statuses be changed via point and click on a map?

v.Can changes be applied by event, multiple event, seating category, section, row and seat?

vi.Describe the user control levels for changing or viewing seat statuses.

vii.Does the system have a mechanism to reflect unusable seating as a ‘kill’ and not reflected in overall reporting? Describe.

viii.Does the system have a means to integrate directly with secondary market providers such as StubHub and/or other similar sites? Explain in detail.

ix.Does the system have a means to integrate directly with a group sales platform?

For example, Groupmatics or other similar sites. Describe in detail.

b. Reporting i.Describe your suite of reports as they pertain to:

1. Primary box office

2. Secondary box office

3. Season/package tickets (new sales and renewals)

4. Fundraising

5. Group Sales

6. Secondary market sales

7. Marketing

8. Financial Department

9. Print history

10. Method of delivery

11. Drill down on fee reporting, refunds, and voids

12. Comment Reports/Special Requests ii.In addition to standard reports, does the system provide an ad-hoc reporting tool? If yes, is it web based? Provide a description of the functionality.

iii.Does the system allow for scheduled reports?

9. Invoicing

a. Describe the system’s functionality regarding all facets of invoicing capabilities, including but not limited to, invoice generation, aging, payment plans, item inclusion/exclusion, percentage payment calculations, online/offline renewal payments, deposits, etc.

b. Can invoice and receipt formatting be different per venue and event (i.e. season ticket invoice and a single game/event invoice)?

10. Payments

a. List the methods of payments the system will accept.

b. Does the system support multiple payments in varying percentages? Describe

c. Does the system support coupons, vouchers, and loyalty programs? If so, describe.

d. Does the system allow for scheduled payment plans for season/package tickets and or pledges/fundraising? Are scheduled payment plans allowed for single events? Describe plan flexibility.

e. Can the system keep a credit card on file for future transactions? Does the system offer a bulk cancellation process that will automatically refund all cards?

11. Accounting

a. Describe the system’s ability to aid the accounting department in the following areas:

i.Event settlement reports.

ii.Daily sales and reconciliation reports by event and transaction type.

iii.Cash receipt reports broken down by event for daily settlements.

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b. How does the system track complimentary tickets?

c. Describe the processes as they relate to refunds, voids and reprinted tickets. Can the system provide separate tracking and reporting of these types of transactions?

12. Ticket Printing

a. Describe ticket printing capabilities via all channels.

b. Describe how and when a unique bar code is generated for tickets, the format and the ability to reinstate.

c. Do general admission tickets have barcodes?

d. Does the system support printing of sponsor/corporate partner logos on tickets? Describe any limitations.

e. Can the templates be modified? What is the process?

13. Virtual/Paperless Ticketing

a. Does the system have paperless ticket functionality? If so, describe functionality and reporting with respect to reporting needs, and the perspective of both the ticket office and buyer.

b. If yes, is it connected to an integrated secondary market platform?

c. What are the delivery methods for paperless tickets? Describe each.

14. Online Functionality

a. Describe the online functionality the system supports (e.g. ticket transfers, resale, payments, stored value, cookie tracking with purchase suggestions, etc.)

b. Does the system have the functionality for customers to pick a seat online? If so, is it configurable by event or venue?

15. Access Management System

a. Describe the features of the access management system pertaining to the following:

i.Controlled venue admissions ii.Paperless admissions iii.Barcode format iv.Scanners v.Student ID cards vi.Access cards vii.Controlled admissions to clubs/parking

b. Does the system track attendance in real time?

c. Does the system have the ability to operate in offline mode in the event there is an interruption in the network? Describe.

16. Secondary Market Ticketing

a. Does the system have its own integrated secondary market (customer resale platform)?

b. Is the system integrated for posting and verified delivery of tickets with any third-party secondary market provider?

c. Describe any other secondary market functionality the system provides. Include any secondary market partners.

d. Describe your 3rd party customer service procedure.

17. Event Setup and Inventory Control

a. Describe how events and new inventory are created. Does this require ticketing vendor intervention or does venue control these steps? Can venue box office managers build, change and configure events from start to finish, including changing and/or adding price codes, status codes and scaling?

b. Describe the rollover process for season or subscription accounts and inventory.

18. Sales and Marketing Functionality

a. Single Event Sales i.How does the system allow for interactive, real-time sales from a shared ticket inventory pool for current and future events through the following single event sales channels?

1. Box office windows

2. Internet

3. Outlets

4. Mobile phone ii.Does the system allow for online restricted pre-sales? If so, how many codes can be used as a restriction? Can they be used more than once?

RFP #25-CTR03 Page 13 of 52 iii.Does the system allow for the following methods of delivery? Through all of the above sales channels?

1. Print at Home

2. Mobile Delivery

3. Will Call

4. Mail

5. FedEx/UPS (interfaced with the ticket system)

6. Retail Outlets iv.Can the ticket office restrict the quantity of tickets purchased in a transaction?

v.Can the ticket office restrict quantities purchased by an account, not necessarily in one transaction?

vi.Provide all of the variables in which ticket sales can be restricted.

b. Can the system deliver the tickets to a second account holder address?

c. Does the system have an integrated, real-time, ecommerce site tied to the ticket database?

i.Can the site be specifically branded per each of the venues? If so, does the venue control all advertising and sponsorship opportunities on that site? Describe any limitations.

d. Does the system have online shopping cart functionality? Can it be turned off? Describe business rules that cannot be applied.

e. Can online sales be scheduled in advance? If yes, can this be restricted by seat location or price type?

f. Does the system allow for both reserved and general admission seating sales within the same event?

g. Describe versatility and methods by which users can search for seats for an event both online (consumers) and offline (box office).

h. Does the system support automated outbound calling? Describe how it is designed and how it has been used by clients.

i. Does the system allow for ticket price changes, within a section or price level after tickets have already been sold in that section? Does the ticket office have the ability to do this internally? What is the turnaround time?

j. Can temporary or permanent ticket selling at remote outlets be created as needed? If yes, how is this done?

19. Subscription and Package Sales

a. Does the system support the following types of subscription or packaged sales via the following sales channels? Internet, phone, in-person, mobile? Describe functionality.

i.Full season ii.Partial season packages iii.Pick-a-plan iv.Flex Plans v.VIP Packages

b. Does the system allow for pro-rated subscription packages?

c. Does the system allow patrons to choose package seats from a map or is it limited to ‘best available’?

d. Does the system allow for package seats to be held in an account as an unpaid reservation that will not be reflected in sales figures? A separate report of unpaid seats?

e. Does the system allow seats within a package to be returned, resold, exchanged, reprinted and/or cancelled without the entire subscription/package being affected?

f. Does the system provide functionality to re-seat and/or upgrade subscription/package ticketholders from renewal-to-renewal period or exchanges? Does it tie upgrades to account information and criteria, such as longevity, donations, priority points, etc.?

20. Group Sales

a. Describe the flexibility the system allows in establishing business rules for groups and what group specific functionality the system possesses.

b. Can the system automatically scale price by group size?

c. Will the system provide venue welcome messaging data (e.g. group name on scoreboard)?

d. Will the system do best available seat searches for large groups of seats across sections?

e. Does the system help facilitate group fundraising functionality in any way? Describe.

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f. Does the system provide any tools that would help identify/collect data on individual members of a group purchase?

g. Does the system integrate with any 3rd party group sales platforms? If yes, please describe.

21. Student Tickets

a. List any functionality that is intended and any specific tools that facilitate university student ticketing.

b. Does the system allow for the automated upload of student account data directly into the ticketing system to be used for issuing student tickets online? Offline?

c. Can the system be used to assign priority points for students who attend events?

d. Can this data be used to allow students to utilize their student id’s with access control systems to gain entry into events?

22. ADA Ticket Sales

a. Describe any functionality the system provides that facilitates the sale of tickets to patrons with special needs and their accompanying guests ticketing.

23. Luxury Suite/Premium Seating Rentals and Sales

a. Describe any functionality geared towards facilitating luxury suite/premium seating rentals and

/or sales.

b. Can this system adjust for varying percentage increases in price over multi-year contracts?

24. Inventory Presentation

a. Describe briefly the seat search algorithm for best seat available searches.

b. Does the system provide seat maps for patrons and/or ticketing staff to employ? If so, describe.

If maps are used to select seats, will the system allow single seats to be left unallocated?

c. Does the system allow for a view from seats for online sales?

d. Does the system allow for a pick your own seat map to be turned off? If so can this be done internally by EWU ticket office staff?

25. Discounting and Promotions

a. Describe discounting and promotional functionality as they apply to single, group, season and package ticket sales. Please make note if capability does not apply to any particular sales channel.

b. Does the system allow for additional purchase incentives? For example, buy a second event and get 25% off?

26. Service Fees

a. Does the system account for the following types of service fees?

i.Per ticket ii.Per order iii.Delivery method iv.Other

b. Can the above fees be applied or waived according to sales channel? Price type?

Complimentary Tickets? Category? User discretion? Describe

c. Can a ticket be returned, cancelled, or voided without returning the service fee? Describe

d. Can these different fees be separately reported? Can they also be included and excluded on an event audit? Describe

e. How are merchant fees handled? What rate, if any, is charged the customer?

27. Dynamic and Variable Pricing

a. How does the system apply predetermined variable and fixed prices for events within a subscription or package?

b. How does the system adjust single event pricing up or down based on market indications systematically? What is the timing to implement the change?

c. How does the system tie method of delivery to seat location?

d. How does the system restrict seat location by zip code?

28. Sales Tracking

a. Does the system provide the ability to associate a salesperson with an account? An order within an account?

29. Miscellaneous Sales and Marketing

a. Does the system have an integrated email marketing solution? If so, give a description and provide any additional costs based on campaigns or volume. What types does it support?

b. Does the system support an integrated mobile and text messaging solution?

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c. Does the system provide analytic data for tracking online experience, abandonment during shopping, success of campaigns, etc.?

d. Does the system provide the ability to identify and offer retargeting ads to consumers who fail to purchase products online?

e. Can the system package and bundle non-ticket items with ticket sales? If so, describe.

f. Can the online ticket sales tool system be integrated using application programming interfaces

(API) for other non-ticketing marketing partners? If so, describe.

g. Does the system offer a preferred customer or rewards/incentive program? Please describe.

h. Does the system have Facebook and/or other social media integration? Can tickets be sold through these mediums?

30. Customer Relations and Database Management

a. Contract Management i.Describe the contact management tools that are inherent in the system. What about flagging and high priority customers?

ii.Please indicate third party CRM’s that have been interfaced with the system. Are they in real-time?

iii.What functionality exists to support outbound ticket sales?

iv.Does the system have the ability to track upgrade and downgrade requests to be seated together for events?

b. Database Management i.Describe the system’s ability to capture and retain meaningful data and specifics regarding what level of data can be maintained practically from both an archival and historical perspective. What level of data is retained year-to-year?

c. Data Mining and Analysis i.Is the system capable of integrating with enterprise-class web analytics solutions such as Google Analytics? If applicable, detail the solutions Contractor has currently integrated with.

ii.Please describe any data mining and analysis system functionality that is commonly utilized by other clients.

d. Data Integrity i.Please describe system tools that help maintain database integrity and hygiene.

ii.How does system handle duplicate accounts and address verification?

31. Fundraising and Donor Functionality

a. Functionality i.Does the system support mandatory seat donations tied to ticket purchases? If so, describe the capabilities.

ii.Does the system have the capability of processing fundraising transactions as well as ticketing transactions at the same time? Can this be done online as well as in the back office ticketing system? Describe.

iii.Can the system create and send pledge reminders to donors for automatic follow up?

iv.Can consumers make donations and renew memberships online via customer portal?

v.Provide any additional fundraising functionality the system may provide.

32. Miscellaneous Requirements

a. Miscellaneous i.Does Contractor currently provide ticketing solutions for any Division I collegiate athletic departments and/or professional sports teams?

ii.What, if any, tools/programs are offered for continuing education on the system?

iii.Is a customer call center available for continuing education on the system?

iv.Does Contractor provide a mobile box office solution? Describe?

v.What client group interaction tools or programs are offered?

vi.What assistance in onboarding a new EWU ticket manager can…