WSDOT-WSF-Ticketing and Reservation Management

Washington State Department of Transportation (WSDOT), through Washington State Ferries (WSF), is issuing a Request for Information on a consolidated Ticketing and Reservation Management system replacement, with written comments due September 25, 2026. This is a market-validation and requirements-gathering exercise; WSDOT has not yet determined a preferred solution architecture or delivery model and does not obligate itself to issue a formal RFP or proceed with procurement.

WSF operates the nation's largest ferry system, serving approximately 20.1 million annual riders across 10 routes, 20 terminals, and a fleet of 21 auto-passenger vessels. The replacement system must consolidate functions currently distributed across a vendor-developed ticketing platform, an in-house vehicle reservation system, and a separately procured point-of-sale solution. Required capabilities include fare structure and pricing management, online and mobile ticket sales, multi-channel sales, reservations management, customer relationship management integration, ORCA and Good To Go! integration, revalue card management, account management, secure payment processing, customer service tools, ticket redemption and validation, and comprehensive reporting and analytics across all sales channels and customer types.

The existing environment includes approximately 85 point-of-sale devices at end of life, a separately managed cardholder data environment, customer account data and historical records requiring migration, and current reliance on SecureAccess Washington for authentication — which must transition to WA.gov accounts by December 31, 2027. A key open question is whether point-of-sale is best delivered by the replacement system itself, by a vendor-recommended solution with integration, or by updates to and integration with the existing Gateway Ticketing Systems platform.

Vendors must respond using functional-requirement response codes (Native, Configurable, Custom Dev, Roadmap, or Not Supported) and provide implementation timelines, indicative cost ranges with principal cost drivers, subcontractors and partnerships, delivery methodologies aligned with WaTech policy, testing and deployment strategies, and training and change management approaches. WSDOT welcomes responses addressing any portion of the documented scope. Questions are due September 11, 2026; vendors may request 30-minute follow-up clarification discussions after submission. Submit responses to Procurement Coordinator Tariq Ohab at Tariq.Ohab@wsdot.wa.gov.