RFP 62-00433 Addendum 1 - Questions and Responses.pdf

Proposal Number: 62-00433 Vendor: ________________________________

1533 SOUTH MAIN STREET

WINSTON-SALEM, NC 27127

ADDENDUM #1

RFP 62-00433

Ticketing System

Response to Questions

Commodity: 432337 - System Management Software

Using Agency Name: UNC School of the Arts

Date: August 15, 2025

Proposal Submittal Date: September 3 by 2:00PM ET

The following are answers for the written questions that were submitted on or before the August 4, 2025 deadline.

RFP Section, Page Vendor Question and Response

1. There is a notice when accessing the system that Electronic Bids are not accepted. However, the RFP requests electronic bids. We would like to clarify how we submit this.

Response Please see section 2.6 PROPOSAL SUBMITTAL

2. There is noted information around the requirement for cc fees to be invoiced. Is this a requirement? Are disbursements of net an option from merchant services?

Response All Fees charged UNCSA for processing of Credit Cards must be Invoiced separately to UNCSA. UNCSA to be paid the full amount with no deductions.

This is a State of North Carolina requirement set forth by statute.

3. Can you please provide the total number of items sold annually (tickets) and the total number of comps within those?

Response

Sales currently are down due to Stevens Center being off-line. For 2024-25, we sold 9100 and comped 25,700 for a total of 34,800.Projected sales when Stevens Center re-opens will be 38,00 tickets sold with an additional 25,000 comp tickets.

Section 5.1, Page 15

4. What caused the dip in attendance in 2023-2024, and do you expect attendance to rebound in 2024-2025? What are expected attendance levels in the coming years?

Response

Attendance dropped beginning Fall of 2023 as the largest of our venues, Roger Stevens Center, went off-line for a multi-year renovation. This caused a drop in sales not only for UNCSA events but from our local Arts Partners, where we serve as the home venue as well as a suspension of a presenting series .Expected reopening in 2028.

Section 5.1, Page 15

5. What was the average ticket price (ATP) over the past 3 years, and expected in the coming year(s)?

Response Average ticket price for 2022-2025 was $31.65. Sales expected to be approx..

$22/average until Stevens Center reopen. Sales at that time expected to increase to $35-40average.

Section 5.2A, Question 16, Page 16

6. Can you explain how “partial payments” work and in what situations they would occur?

Response The most common is splitting of the total charge. For instance, the total charge is $100. The customer wanted to pay $60 in cash and charge $40. Similarly, they want to charge $75 on one credit card and $25 on another.

Section 5.2J, Page 21

7. What Marketing/Promotional fees are expected? Will we be given a budget by UNCSA and/or expected to drive attendance through our own marketing initiatives on behalf of UNCSA?

Response Most marketing/promotions is provided by UNCSA directly or by our Users. If any Marketing/Promotions is required to be provided by Vendor with a charge to UNCSA, a clear cost listing is required.

Section 1.0, Page 5 8. Can "in a short amount of time" be defined?

Response

The time to train a new operator to the point they can be reasonably adept at the functions needed to process basic ticket processing. The idea is that the system is not so cumbersome as to require the need of an extensive training period. Generally, if the basics can be learned in 4 hours, that would, sufficient. Obviously more in-depth duties would require more training and is not the intent of this section.

Section 1.0, Page 5

9. For a "interface bi-directionally in real-time with third party systems".

11111111 does not do a real time integration with Raisers' Edge, as they are a competitor. Instead we do a nightly data push through our API. Does this method automatically disqualify us?

Response Ideally, any interface would be in real-time, however a nightly push back-and-forth would be acceptable.

Section 2.6, Page 7 10. We understand that we can not embed documents, but are hyperlinks acceptable?

Response Yes, hyperlinks are acceptable.

Section 5.2A, Item 39,

11. Can a list of UNCSA platforms that need integration, be provided?

Response Current other platforms used by UNCSA include Raisers Edge (Advancement), Modern Campus (UNCSA Website), Emma (Strategic Communications).

Section 7.0, Page 23 12. In the list of attachments, links for D, F & G are broken. Can new links be provided?

Response

ATTACHMENT D: HUB Supplemental Vendor Information

ATTACHMENT F: LOCATION OF WORKERS UTILIZED BY VENDOR

ATTACHMENT G: CERTIFICATION OF FINANCIAL CONDITION

Source: https://www.doa.nc.gov/divisions/purchase-contract/vendor-forms

North Carolina General Terms and Conditions 5-2025

13. We would request that we utilize our standard agreements, which are utilized by our entire membership and will be attached as appendices.

Response Acceptable

North Carolina General Terms and Conditions 5-2025

14. Data Protection: Data privacy issues are not addressed in the standard T&Cs. Given the nature of the services we are providing, we expect that a data processing agreement should be in place. The DPA contains a description of what data will be processed, how and why, and a confirmation from us to UNCSA that we will do so in compliance with any applicable data privacy law. This Is something that we have pre-prepared and can provide.

Are UNSCA open to receive this and append it to the contract documentation?

Response Yes, we are open to receive this.

Section 5.1, Page 12

15. Please describe any ability to interface bi-directionally in real-time with third party systems, such as Ellucian Banner Ethos and Raisers Edge … If there is not an interface with Elucian Banner Ethos and/or Raisers Edge, does this eliminate the vendor from consideration?

Response Ideally there would be an interface. If not possible, please note in Bid.

Section 5.1, Page 13

16. For the 2023-24 season, you listed 31,245 tickets issued of which 22,565 tickets were comps. This would leave a balance of 8,680 paid tickets.

(a) can you please confirm this number?

(b) Further you list that 11,850 tickets were processed online and 19,575 were processed as walk-up/phone – how many of the 22,565 comp tickets were processed online and how many were processed as comps via walk-up/phone?

https://www.doa.nc.gov/pandc/onlineforms/pc-hub-supplemental-vendor-information-92021-pdf/open https://www.doa.nc.gov/pandc/onlineforms/pc-worker-location-92021-pdf/open https://www.doa.nc.gov/pandc/onlineforms/pc-certification-financial-condition-92021-pdf/open https://www.doa.nc.gov/divisions/purchase-contract/vendor-forms

(c) If your season runs from the Fall to the Spring, can you please provide the ticket numbers for the 2024-2025 season in the same format as the other years?

(d1) Do you own all your equipment: desktops, laptop, ticket printers? (d2) what is the model of the scanner you currently use, and do you own these scanners?

(e) You mention you have up to 12 simultaneous operators with your current License – would you be seeking more operators or are you comfortable with just the 12?

Response

Sales currently are down due to Stevens Center being off-line. For 2024-25, we sold 9100 and comped 25,700 for a total of 34,800.Projected sales when Stevens Center re-opens will be 38,00 tickets sold with an additional 25,000 comp tickets. For 2023-24 there were approx. 8900 Sold tickets and 22,525 Comp tickets. Online sales account for over 96% of all sales. We own all computer and ticket scanner equipment. Computers are a mix of Desktop and Laptop. Ticket printers are BOCA. Scanners use an Android device. The 12 simultaneous operators should be sufficient.

Section 5.2A, Page 14

17. Pay As You Wish. Instead of an open field, would you accept having the system list several price options, and then having patrons choose what they wish to pay?

Response Yes, that would be acceptable so long as the customer has the ability to pay whatever amount they chose and not be limited to just the suggested ones.

Section 5.2A Page 15-16

18. Describe how the proposed system can provide ticketing services to other organizations. (a) This information must describe how the different groups' box offices can sell tickets and service, only their events and not see information from other venues, while at the same time allowing UNCSA full access, with proper operator permission, to have full access to all data for all events and organizations.

If the system can allow different groups’ box office to sell tickets just for their events only, and can access sales reports just for their events only, but they may be able to access patron history which would include transactional history across all events within the system, would this be acceptable or would it eliminate the vendor from consideration?

Response Please describe the ability to limit the view of non-UNCSA users. If unable, this would not eliminate a Vendor.

19. Today, how many users are required to access the system?

Response

All UNCSA performances are normally handled through the UNCSA Box Office regardless if they are in one of our Venues or not. Currently, with the Stevens Center off-line, we are allowing 2 other venues to handle the ticketing just for those events in their venue.

20. If this information can be made or is public, what is the current and future budget allocated for this service?

Response The budget amount for this service will not be disclosed. Vendors are encouraged to propose their most competitive pricing based on the specifications and scope of work outlined in the solicitation.

21. Could you provide more details on the specific use cases you expect this solution to address?

Response Ticketing, Marketing, Customer development (CRM) and by extension Advancement opportunities

22. What is the preferred data center location for the solution being procured, and is there flexibility to use data centers in other regions or locations?

Response

The solicitation does not specify a preferred data center location. Vendors may propose solutions using data centers in various regions or locations, provided they meet all applicable security, compliance, and performance requirements outlined in the solicitation.

23. Is there an incumbent vendor currently providing the procured solution? If so, could you share the reason for issuing this new RFP (e.g., performance concerns, feature gaps, end of contract term, etc.)?

Response Yes, the incumbent vendor is PatronManager. The new RFP is being issued because the current solution does not meet the requirement to bill back for credit card charges.

A signed copy of this addendum must be returned with your bid package. Failure to submit a signed copy of this addendum may result in rejection of your bid.

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