CHARLOTTE REGIONAL VISITORS AUTHORITY (CRVA)

Charlotte, NC

Request for Proposal (RFP)

Museum Ticketing System

at

NASCAR Hall of Fame

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TABLE OF CONTENTS

Section Pages Project Title Page……………………………………………….…… ……… 1

Table of Contents……………………………………………………………. 2

Project Overview……………………………………………………….......... 3

Section 1: General Information………………………………………..........5-9

Section 2: Description of Procurement Process…………………………. 10-11

Section 3: Scope of Work…………………………………………………… 12-25

Section 4: Insurance Requirements……………………………………….. 26

Section 5: Minority Business Participation…………………………………27-28

Section 6: Submission Requirements……………………………………... 29

Exhibit “A”: CRVA Official Proposal Form………………………………… 30

E-Verify Compliance Statement……………………………………………..31

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Overview NASCAR Hall of Fame is seeking proposals from qualified service providers who can demonstrate knowledge, experience, skill, expertise, and capacity to perform certain work as described herein, and prove they have successfully performed similar work. The NASCAR Hall of Fame is located at 300 East Martin Luther King Jr Blvd, Charlotte, NC 28202. The CRVA will be awarding one (1) contract. A. Project Description Located in Uptown Charlotte, N.C., the 150,000-square-foot NASCAR Hall of Fame is an interactive, entertainment attraction honoring the history and heritage of NASCAR. The high-tech venue, designed to educate and entertain race fans and non-fans alike, opened May 11, 2010 and includes artifacts, interactive exhibits, and a 278-person state-of-the-art theater. The goal of the facility is to honor NASCAR icons and create an enduring tribute to the drivers, crew members, team owners and others that have impacted the sport in the past, present and future. It is also established to educate guests about current competition, including the science, technology, engineering, organization, and operation of racing, including cars, tracks, teams, media, and competition. The NASCAR Hall of Fame currently runs Archtics by TicketMaster for all of our general admission guests, membership sales, event ticket sales, online sales and customer relation database. Our front of house hardware consists of 10 points of sale and an additional 10 back of house users. Additionally, our current system provides the access control at the entrance as well as three other separately paid remote locations within the facility. The proposal should include the systems current hardware and software technology as well as the system’s adaptability for future technology. Examples include: self-serve kiosk, staff led kiosk, smartphone/handheld ticket scanning and guest recognition, and other technologies that focus on improved customer experience as well as ease of entry. B. Scope of Work

The NASCAR Hall of Fame anticipates that the selected ticketing system will provide the following services:

Project planning and budgeting o Work with Assistant Director of Group Sales and all stakeholders to develop overall project

timeline, including software development, hardware bid and technical development o Propose service fee schedule, costs and scope o Develop overall project budget including hardware integration o Conduct regular project meetings with Assistant Director of Group Sales and all

stakeholders o Must provide all third party programs to meet requirements within RFP

Research/Evaluation o Work with Admissions Manager to research current and future guests needs o Conduct meetings with Admissions Manager and other stakeholders to verify

connections/needs with existing infrastructure or upgrade needs.

Hardware Specifications o Throughout the bidding process identify what hardware is needed for accurate and

redundant systems to operate daily workstations and back of house reporting o Hosting needs and network specifics

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Design o Appropriate timeline for system configuration o Weekly check in meetings with Admissions Manager with progress and updates o Full assistance during the design phase including unlimited support

Installation o Discussion regarding installation timeline – full list of needs o Front of house conversion needs, timeline and requirements

Training o Provide on-site training for departments including, but not limited to,

Front-of-house staff Administrators Accounting Marketing IT Research and Business Analysis

o Quarterly training for first year with listed departments, then annual thereafter, and on demand

Warranty/Support o 24/7 support line with at least a two hour response time o No system updating during weekends, holidays, or hours of operation

Interested parties may receive this proposal document upon receipt of an e-mail or written request addressed to:

Pam Hamrick Admissions Manager

NASCAR Hall of Fame 400 East Martin Luther King Jr. Blvd Charlotte, NC 28202 Office 704-654- pam.hamrick@nascarhall.com

Parties are advised of Addenda notices by e-mail or postal address. Questions about the RFP Documents should be addressed to:

Pam Hamrick Admissions Manager

NASCAR Hall of Fame 400 East Martin Luther King Jr. Blvd Charlotte, NC 28202 Office 704-654- pam.hamrick@nascarhall.com

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SECTION 1: GENERAL INFORMATION

The following terms are applicable to this proposal:

a) General Reservation of Rights. The CRVA reserves the right, in its sole discretion, to reject any or all proposals, to waive any irregularities or informalities in a proposal, and to enter into any agreement deemed by the CRVA to be in the best interest of the CRVA, with one or more of the Service providers responding. The CRVA reserves the right to discuss and negotiate with selected Service provider(s) any terms and conditions in the proposal including but not limited to financial terms.

b) CRVA's Right to Terminate Discussions. Your organization’s participation in this process might result in the CRVA selecting your organization to engage in further discussions. The commencement of such discussions, however, does not signify a commitment by the CRVA to execute a Contract or to continue discussions. The CRVA can terminate discussions at any time and for any reason.

c) Requirement for Representation as to Accuracy and Completeness of proposal. Each Service provider shall make the following representations and warranty in its Proposal Cover Letter, the falsity of which might result in rejection of its proposal: “The information contained in this Proposal or any part thereof, including its Exhibits, Schedules, and other documents and instruments delivered or to be delivered to the CRVA, is true, accurate, and complete. This Proposal includes all information necessary to ensure that the statements therein do not in whole or in part mislead the CRVA as to any material facts.”

d) Trade Secrets/Confidentiality. Upon receipt by the Purchasing Division of the CRVA, your Proposal is considered a public record except for material which qualifies as “trade secret” information under N.C. Gen. Stat. 66-152 et. seq. After the proposal opening, your proposal will be reviewed by the CRVA’s Evaluation Committee, as well as other CRVA staff and members of the general public who submit public records requests. To properly designate material as trade secret under these circumstances, each Service provider must take the following precautions: (a) any trade secrets submitted by a Service provider should be submitted in a separate, sealed envelope marked “Trade Secret—Confidential and Proprietary Information—Do Not Disclose Except for the Purpose of Evaluating this proposal,” and (b) the same trade secret/confidentiality designation should be stamped on each page of the trade secret materials contained in the envelope. To the extent such material is actually a trade secret under North Carolina laws; it will not be subject to disclosure. You are directed to consult your own counsel as to whether information is in fact a trade secret.

In submitting a Proposal, each Service provider agrees that the CRVA may reveal any trade secret materials contained in such response to all CRVA staff and CRVA

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officials involved in the selection process, and to any outside consultant or other third parties who serve on the evaluation committee or who are hired by the CRVA to assist in the selection process. Furthermore, each Service provider agrees to indemnify and hold harmless the CRVA and each of its officers, employees, and agents from all costs, damages, and expenses incurred in connection with refusing to disclose any material, which the Service provider has designated as a trade secret. Any Service provider that designates its entire Proposal as a trade secret may be disqualified.

Proposals will not be disclosed until a Contract has been issued to a Service provider and any trade secret issues have been resolved.

e) Statutory Requirements. Any Contract or purchase order awarded as a result of this proposal process shall be in full conformance with all statutory requirements of North Carolina and all statutory requirements of the Federal Government, to the extent applicable.

f) Reservation of Right to Amend Invitation to Proposal. The CRVA reserves the right to amend or cancel this Invitation at any time during the process, if it believes that doing so is in the best interest of the CRVA. Any amendments will be sent to each Service provider in writing. Service providers are required to acknowledge their receipt of each amendment.

g) Additional Evidence of Ability. A Service provider shall be prepared to present additional evidence of its experience, qualifications, ability, products, service facilities, and financial standing if requested by the CRVA.

h) Proposal Terms Firm and Irreversible. The signed Proposal shall be considered a firm offer on the part of the Service provider. The CRVA reserves the right to negotiate price and services. All Proposal responses (including all statements, claims, declarations, prices and specifications in the Proposal) shall be considered firm and irrevocable for purposes of future Contract negotiations unless specifically waived in writing by the CRVA. The Service provider chosen for award should be prepared to have its Proposal and any relevant correspondence incorporated into the Contract, either in part or in its entirety, at the CRVA's election. Any false or misleading statements found in the Proposal will be grounds for disqualification. Proposal pricing will be binding for 120 Days.

i) Proposal Binding for 120 Days. Each Proposal shall be signed by an individual authorized to bind the Service provider and shall contain a statement to the effect that the Proposal is a firm offer for a one hundred twenty (120) calendar day period from the date of the opening. The CRVA reserves the right to negotiate price and services. All prices quoted shall be firm and fixed for the full Contract period. The Proposal shall provide the name, title, address and telephone number of the individual with authority to contractually bind the Service provider. The CRVA has the option to accept subject to Exception to Proposal under subsection (q).

j) Proposal Evaluation.

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The Contract shall be awarded to the lowest responsible Service provider taking into consideration quality of work, performance and experience on other or similar projects, qualifications and abilities of key individuals identified in the proposal; utilization of MWBE vendors; the time specified in the proposals for performance of the contract, compliance with the Proposal Documents and the quality of submittal package (completeness/legibility/neatness). Proposals will be assessed to determine the most competitive and best value for the CRVA.

Evaluation Criteria Weighting

1 Point of sale process (membership and admission) and daily activity access management 40

2 Reporting with multiple export formats and integration with CRVA's existing software 25

3 Online integration with website and technology adaptability 20

4 Customer relations manager and integrated email component 15

k) Subcontracting. The CRVA intends to contract with the Service provider of the winning Proposal. The successful Service provider shall be the prime Service provider and shall be solely responsible for contractual performance. In the event of a subcontracting relationship, the Successful Service provider will assume all responsibility for the performance of the services that are supplied by the subcontractor. Additionally, the CRVA must be named as a third party beneficiary in all subcontracts.

l) Use of CRVA/NASCAR Hall of Fame Name. No advertising, sales promotion or other materials of the Service provider or its agents or representatives may identify or reference this Agreement or the CRVA/NASCAR Hall of Fame in any manner absent the CRVA’s prior written consent. As a condition of entering into an Agreement, the Service provider further agrees to refrain from the following, absent the CRVA's prior written approval: (1) making any statement to the media regarding the subject matter of the Agreement; or (2) making any statement to the media on any issue which is in the CRVA's judgment likely to cause the Service provider or CRVA staff to be viewed as anything other than neutral with respect to the subject matter of the Agreement, or cast doubt on the competence or integrity of CRVA staff. Failure to comply with this Section by the Service provider shall constitute a material breach and, without limiting any other remedies the CRVA may have, shall entitle the CRVA to terminate the Contract for default.

m) Withdrawal for Modification of Proposal. Service providers may change or withdraw their Proposal at any time prior to Proposal opening; however, no oral modifications will be allowed. Only written requests for modifications or corrections of a previously submitted Proposal, which

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is addressed in the same manner as the Proposal, and received by the CRVA prior to the scheduled closing time for receipt of Proposal will be accepted. The Proposal, when opened will then be corrected in accordance with such written request(s), provided that the written request is contained in a sealed envelope, which is plainly marked “Modifications to Proposal.”

n) No Bribery. In submitting a response to this RFP, each Service provider certifies that neither it, any of its affiliates or subcontractors, nor any employees of any of the foregoing has bribed, or attempted to bribe, an officer, agent, or employee of the CRVA in connection with this Agreement.

o) Exceptions to Proposal. Other than exceptions that are stated in compliance with this Section, each Proposal shall be deemed to agree to comply with all terms, conditions, specifications, and requirements of this Proposal. An “exception” is defined as the Service provider’s inability or unwillingness to meet a term, condition, specification, or requirement in the manner specified in the Proposal documents. All exceptions taken must be identified and explained in writing in your Proposal and must specifically reference the relevant section(s) of this Proposal. If the Service provider provides an alternate solution when taking an exception to a requirement, the benefits of this alternative solution and impact, if any, on any part of the remainder of the Service provider’s solution, must be described in detail.

p) Fair Trade Certifications. By submission of a Proposal, the Service provider certifies that in connection with this procurement:

The prices have been arrived at independently, without consultation, communication, or agreement, for the purpose of restricting competition, as to any matter relating to such prices with anyone; and

Unless otherwise required by law, the prices which have been quoted in its Proposal have not been knowingly disclosed by the Service provider and will not knowingly be disclosed by the Service provider prior to opening; and

No attempt has been made or will be made by the Service provider to induce any other person or firm to submit or not to submit a Proposal for the purpose of restricting competition.

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q) Compliance with Laws. In submitting a Proposal, each Service provider agrees to make it aware of and comply with all local, state, and federal ordinances, statutes, laws, rules, and regulations applicable to the services covered by this Proposal. Each Service provider further agrees that it will at all times during the term of the Contract be in compliance with all applicable federal, state and/or local laws regarding employment practices. Such laws will include, but shall not be limited to Workers’ Compensation, the Fair Labor Standards Act (FLSA), the Americans with Disabilities Act (ADA), the Family and Medical Leave Act (FMLA), and all Occupational Safety and Health Administration (OSHA) regulations applicable to the work covered by this Proposal.

r) Clarification of Ambiguities. Any Service provider believing that there is any ambiguity, inconsistency or error in this Proposal shall promptly notify the CRVA in writing of such apparent discrepancy. Failure to notify will constitute a waiver of claim of ambiguity, inconsistency or error.

s) Service provider's Obligation to Fully Inform Themselves. Service providers or their authorized representatives are expected to fully inform themselves as to all conditions, requirements and specifications of this Proposal before submitting Proposal Proposals. Failure to do so will be at the Service provider’s own risk.

t) Disclaimer. Each Service provider must perform its own evaluation and due diligence verification of all information and data provided by the CRVA. The CRVA makes no representations or warranties regarding any information or data provided by the CRVA.

u) E-Verify North Carolina General Statutes, specifically G.S.160A-20.1(b), prohibit the CRVA from entering into contracts [subject to G.S. 143-129] with contractors and subcontractors who have not complied with the requirement of Article 2 of Chapter 64. The Contractor shall submit the E-Verify Affidavit, located in the Bid Proposal section, with their bid. Bids that do not include this Affidavit will be considered non-responsive.

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SECTION 2: DESCRIPTION OF PROCUREMENT PROCESS

This Section contains information, which shall govern the procurement process for this project.

a) Schedule and Process. The following chart shows the schedule of events to prepare your organization’s Proposal. The key events and deadlines for this process are as follows, some of which are set forth in more detail in the Sections that follow:

DATE EVENT

December 11, 2017 Issuance of Proposal Documents by CRVA

December 19, 2017 Submission of Written Questions. Service providers are permitted to submit to Bryan Kowert written questions, but only for purposes of clarifying the Proposal Documents.

January 26, 2018 Proposal Submission. Sealed Proposals are due by 2:00 pm EDT on this date, at the office of Bryan Kowert, Assistant Director of Group Sales, NASCAR Hall of Fame, 400 E. Martin Luther King Jr. Blvd, Charlotte, NC 28202. All Proposals will be held in a secure place until opened.

b) Interpretations and Addenda. No interpretation or clarification of the meaning of any part of the Proposal documents will be made orally to any Service provider. Otherwise, Service providers must request such interpretations or clarification in writing to the Owner. Requests for information or clarification of the Proposal Documents must be made in writing and addressed to Bryan Kowert at the address, or e-mail address listed below, with e-mail being the preferred method of communication. Questions should reference the Proposal Document page and topic number.

Bryan Kowert Assistant Director of Group Sales

NASCAR Hall of Fame 400 East Martin Luther King Jr. Blvd Charlotte, NC 28202 Office 704-654-4435 bryan.kowert@nascarhall.com

The CRVA reserves the right to disqualify any Service provider who contacts a CRVA employee, or agent concerning the Proposal Documents other than in accordance with this Section. Nothing in this Section shall prohibit the CRVA from conducting discussions with Service providers after the Proposal opening.

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As part of the evaluation process, the Evaluation Committee may engage in discussions with any Service provider. Discussions might be held with individual Service providers to determine in greater detail the Service provider’s qualifications, to explore with the Service provider the scope and nature of the required contractual services, to learn the Service provider’s proposed method of performance and the relative utility of alternative methods, and to facilitate arriving at a Contract that will be satisfactory to the CRVA.

Interviews, Meetings and Negotiations with Service providers. The Service provider may be required to appear before the CRVA and/or its representatives for an interview. During such interview, the Service provider may be required to orally and otherwise discuss its Proposal and to respond in detail to any questions posed.

Additional meetings may be held to clarify issues or to address comments, as the CRVA deems appropriate. Service providers will be notified in advance of the time and format of such meetings.

Since the CRVA may choose to award a Contract without engaging in discussions or negotiations, the Proposal submitted shall define the Service provider's best offer for performing the Services described in this Proposal.

c) Submission of Sealed Proposal. One sealed (1) original Proposal signed in ink by an authorized company official along with the corporate seal, plus two (2) sealed copies shall be submitted by Jan 26, 2018 at 2pm EDT to:

Bryan Kowert Assistant Director of Group Sales

NASCAR Hall of Fame 400 East Martin Luther King Jr. Blvd Charlotte, NC 28202 Office 704-654-4435 Bryan.kowert@nascarhall.com

The "original" Proposal and each of the two (2) copies shall be complete and unabridged, and shall not refer to any other copy of the signed/sealed original for any references, clarifications, or additional information. When received, all proposals and supporting materials, as well as correspondence relating to this Proposal, shall become the property of the CRVA.

Proposals sent by facsimile will not be accepted. Proposals must include a Solution for all requirements of the Proposal to be considered.

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SECTION 3: SCOPE OF WORK

Item Ticketing & Sales Overview Proposer's Detail

Page #

1. Using your proposed hosted system, describe the basic ticket

sales, quick sales, membership and group sales process from

customer account setup through receipt of ticket.

2. Describe the mobile capabilities in the proposed hosted system

(searching, shopping cart, barcode scanning, etc).

3. Describe how partial payments are directed to multiple events or

merchandise on a single order in the proposed hosted solution.

4. Describe how customer accounts and household profiles could be managed, integrated, and kept current over time in the proposed hosted solution.

5. Describe how a typical ticket order could be researched, displayed,

and edited for a ticket operator in the proposed hosted solution.

6. Describe how the electronic ticket functionality works in the proposed hosted solution.

7. The proposed hosted system provides the ability to research

customer records, ticketing records, and transaction history prior to

starting the sales process.

Item

Ticketing & Sales Requirements

Y/N

1. The system has the ability to create a supervisor role (with higher

authority) to login during an order and override ticket prices and

fees without starting the order over.

2. The system flags the mandatory fields that were not completed

during the purchasing process.

3. The system has the ability to track if a print at home ticket was

delivered and/or reissued for a specific customer on the customer

account.

4. The system has the ability to create a Souvenir type of ticket.

5. The system provides the ability to automatically renew and pay

same membership subscription.

6. The system is able to establish a discount field in a series that can

be adjusted at sales time with a promo code or under defined user

roles.

7. The system is able to add deposit payments or establish unpaid orders with due dates for a group sale or individual purchase.

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8. The system provides the ability to add an email field, attach an

existing customer account, or create a new customer account

during the quick sale process.

9. The system is able to automatically bill a credit card for scheduled

payments (payment plans).

10. The system is able to automatically process a full or partial refund to the credit card used in the original purchase.

11. The system is able to process a full or partial refund to a different credit card than the original purchase.

12. The system can be configured to prevent tickets from being printed

without full payment.

13. The system has the ability to send an invoice/receipt via an

email ticket printout or printable document.

14. The system has the ability to receive payment from a Purchase

Order for online orders as proof of payment.

15. The system provides the ability to integrate with mobile credit card

purchasing functionality.

16. The system is able to add or redeem a Gift Card during any order

online or through the box office.

17. The system provides the ability for NHOF to design the Gift Card layout and content in any denomination, add customized

messaging to recipient, and integrate the layouts with the ticketing

system.

18. The system provides the ability for a customer to check the balance

their Gift Card online, over the phone, or in person at the box

office.

19. The system has the ability to “ reload” the same Gift Card number.

20. The system is able to sell the seats on hold from the order screen.

21. The system can limit sales on reserved seats and holds based o f f of

user role.

22. The system can be configured with a special price code for held seats.

23. The system is able to keep will call tickets in the system until the

patron arrives (digital will call).

24. The system has the ability to view a list of selected performance will

call tickets, retrieve the customer record by the patron's last name

or order number, quickly view print history, and print the tickets from

that list.

25. The system provides batch printing of tickets for will call or other

selected delivery methods.

26. The system is able to schedule and auto identify the unpaid and paid orders for ticket purchases.

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27. The system is able to change the customer name or add alternative recipient name on an order for pickup or delivery.

28. The system provides the ability to cancel the ticket, issue a new

ticket, and have the new patron pick up at will call or print at home.

29. The system allows the customer the ability to share or forward electronic tickets.

30. The system has the ability to issue comp tickets for multiple ticket

types and track by date.

31. The system has the ability to offer gift certificate or voucher

redemption for a specific event.

32. The system provides the ability to create a new Event by copying

the information from a current Event and saving as the new Event.

33. The system provides the ability to bulk edit on sale/off sale

calendars for an event after it begins.

34. The system provides a customizable ticket template.

35. The system provides an event description field with the ability to add extensive information.

36. The system provides the ability to update pricing and holds before setup and when Events are on sale.

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Item Event & Set-Up Requirements Proposer's Detail

Page # or Y/N

1. Describe how events, bundles, merchandise, service charges,

delivery methods, and tickets could be setup in the system.

2. Describe how detailed event information could be displayed in an appropriate view for the customer and seller.

3. The system is able to create an unlimited number of event types.

4. The system has the ability to start the event set- up with a template, and then customize the event set-up for an individual event.

5. The system is able to create additional events by adjusting the date, time, or other information.

6. The system is able to set up hold types and hold templates that can

be saved and applied to events.

7. The system has the ability to adjust event seating availability or

renumber seats when event is on sale.

8. The system is able to store maps as templates in the system.

9. The system is able to use a click and drag option to move individual

seats and blocks of seats.

10. The system provides the ability to define service fees (based on

ticket price or other criteria).

11. The system is able to create an unlimited number of service fee

types and assign service by ticket type.

12. The system has the ability to configure multiple payment methods

and multiple delivery methods specific to a series.

13. The system is able to set service charges inside ticket price as

additional fees or inclusive to the price.

14. The system can be configured to create distinct payment options

beyond credit card, cash or check.

15. The system has the ability to setup price types specific to box office

operators - (who can sell that price type).

16. The system provides version control for pricing changes.

17. The system can be configured to separate service charges and

ticket fee funds.

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Item

Ticket and Invoice Requirement

Y/N

1. The system has the ability to configure bundle/package sales that include performances, miscellaneous items, or Gift Cards.

2. The system integrates with BOCA printers.

3. The system provides the ability to assign a default ticket design.

4. The system provides the ability to customize the ticket design based on any system data such as assigned on a season, event or ticket type.

5. The system is able to select system fields to include on the ticket.

6. The system is able to include sponsor information on the front of the ticket and put the sponsor on the tickets pertinent for the event.

7. The system is able to generate a custom invoice for a sale using XML templates (like HTML, used for all reports) so that an importing/exporting to Word or mail merge is unnecessary.

8. The system will allow format configuration on specific fields such as phone numbers, last name, first name, address, lower case, upper- case.

9. The system is able to configure specific fields to be mandatory.

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Item Email & Marketing Requirements Proposer's Detail

Page # or Y/N

1. Describe how social media could be integrated into event setup,

ticket sales, and the customer's purchasing experience in the

proposed hosted solution.

2. Describe the functionality of the email blast client and how

customer/order records are integrated into the email marketing

function in the proposed hosted solution.

3. Describe any additional marketing opportunities that would be available to the NASCAR Hall of Fame through the proposed hosted solution.

4. Describe options in which the proposed purchase page could

integrate into NHOF’s website.

5. The system provides email blast analytic tools and reporting on

opens, email bounce-backs (bad emails), specific link clicks,

unsubscribe clicks, or other defined data points.

6. The system provides the ability to create email lists based off of

customer data, membership data and purchase history (season,

event, etc.).

7. The system provides email subscription functionality with an opt-in

and opt-out button or link, which subscribes or unsubscribes within

the email.

8. The system provides standard marketing templates available for

email communication.

9. The system can create a customer list and generate an automated

email based on Event purchases, membership, and donations.

10. The system can provide email communication with variable data

fields populated from the ticketing database.

11. The system provides the ability to send a confirmation of all

purchases via email.

12. The system provides the ability to send automatic renewal notices

for Subscriptions and Memberships via email.

13. The system is able to send an automatic email acknowledgement for becoming a member and include other membership or NHOF content.

14. The system provides the ability for a customer to opt-in to multiple

email distribution lists.

15. The system provides the ability to import third party created HTLM designs into the email blast client.

16. The system provides the ability to flag a customer account with "do

not solicit."

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Item

Email & Marketing Requirements

Y/N

17. The system supports the purchase of non-ticketed items. (Ex: souvenirs, parking, etc.)

18. The system provides the ability to extract data across customers, orders, membership, donations, and notes to export into a data file (Ex: csv,xis).

19. The system provides the ability to report and analyze marketing and buyer data: (Ex: geotracking, zip code/state purchases, male/female, purchase history, loyalty, specific event info, method of payment, purchase type, interests).

20. The system provides the ability to create custom marketing questions for the account creation and ticket purchase process.

21. The system provides the ability to customize print at home tickets and mobile integration technologies to incorporate ads, sponsors, and white label information.

22. The system provides the ability to add sponsor information to an event page and ticketing information (Ticket template and event page).

23. The system provides fields for the zip code.

24. The system is able to automatically update a customer's record to show a patron was targeted for a marketing campaign.

25. The system provides the ability for a customer to share on social media networks (Twitter/Facebook/Google+/Instagram/Snapchat).

26. The system provides the ability to publish marketing data (event information, on sale dates for members and non-members, membership info) to other social media sites or social media applications.

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Item Membership Sales and Management Requirements Proposer's Detail

Page # or Y/N

1. Using your proposed hosted system, describe how a customer

account could be created with detailed customer information,

membership, and donor records.

2. Using your proposed hosted system, describe how a

m e m b e r s h i p or donation could be sold and attached to the

customer account and ticket order.

3. Using your proposed hosted system, describe how non-

membership and customer information could be accessed and

used for the benefit of membership campaigns through

integrated email marketing and other third party marketing

channels (automated tracking, renewals, solicitation).

4. Describe how the proposed system provides the ability to renew an

existing membership online.

5. Describe how the proposed system can accommodate monthly

payment plans and options for auto-renewal.

6. The system is able to restrict certain events as being available for

members only.

7. The system is able to merge multiple customer or membership

accounts into a single account and merge the purchasing history into a single account.

8. The system will show the membership and membership level on the

customer page for a purchased membership.

9. The system provides the ability for a customer to create a new

customer account or membership online and simultaneously

purchase tickets with member discounts.

10. The system has the ability to integrate with a scanable Member Card, which holds specific data on the card including all events a

member has purchased.

11. The system has the ability to alert Staff of special handling

instructions when processing transactions for members.

12. The system has the ability to alert Ticket Takers when scanning

tickets that the ticket holder is a member.

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Item Reporting & Query Requirements Proposer's Detail

Page # or Y/N

1. Describe the reporting capabilities and list the standard reports in

the proposed hosted solution.

2. Describe the search capabilities within your system.

3. The system provides the ability to schedule data exports and securely transmit data to the NHOF’s network.

4. The system provides the ability to automate email sales reports to

stakeholders based on a schedule.

5. The system provides the ability to extract and sort detailed customer records for export.

6. The system provides a comprehensive and user-friendly search function for customers, orders, venue (for event setup), and events

using multiple data fields (date, event description, event name,

keywords, event code, promo code, venue, calendar, customer data, etc.)

7. The system provides the ability to search with minimal inputted

data (partial last name, first name, and other data fields) or with

wild card search features.

8. The system provides the history of all transactions and order details

within a customer account.

9. The system provides the history of all transactions and order details

within a given time period.

10. The Service provider will have the ability to provide custom

report creation for specific report requests from the NHOF.

11. Describe the process in which NHOF would request custom reports

based on our specific needs.

12. Wrap Report: A chronological listing of upcoming events by date

with count of Paid, Comp, and Total Ticket numbers. Option to

display or not display sales.

13. Membership Report: Membership revenue and data for a specific

range of dates includes what events a member purchased and

membership level, and # of new and renewed members.

14. Payment Allocation/Daily Settlement Report: Payment

information by date with a breakdown of each payment type, Ticket

Purchases, Service Charges, and Memberships. Gift Certificates,

and Unallocated.

15. Sales Pace Report (sales trend/comparison): Sales and patron

count for all events in a given date range. Includes sales per event,

capacity, revenue capacity, entry count. Display sales and ticket

data per event per day.

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16. Membership Renewal Report: Membership information for all

memberships purchased one year + one month from the report run

date. Displays expiration date of each membership and the contact

information for each member.

17. Total Sales Report: Data on total ticket sales amount and service

charges by a data range. The ticket sales and service charges are

displayed by event name. For each series the ticket sales and

service charges are itemized and summed.

18. Settlement Report: Price type, price zone, actual price per ticket,

ticket count, service fees, commissions, payment allocation, and

total amount for a chosen event. Option to display price types, each

event, zip codes and the series summary.

19. Promotions Report: Display sales with promo codes, audience

totals per event, and sales totals per type in a given data range.

20. Duplicate Account Report:

Members in the system.

Duplicate customer accounts or

21. Event Status/Activity Report: The past history of customer

transactions, customer refunds, event cancellations, and event

changes.

22. Comp Ticket Summary Report: Total comp tickets issued, comp

tickets redeemed, event name, date by event, customer name,

customer info in a given date range.

23. End of Day Settlement Report: Individual and total sales report by

sales representative by day.

24. Please provide samples of above bolded reports directly from

system with sensitive information removed.

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Item Support & Training Requirements Proposer's Detail

Page # or Y/N

1. Describe your proposed hosted service level agreement including

system availability, scheduled downtimes and notification

processes. Include service levels related to upgrades or changes to

the system.

2. Describe your company's long-term approach to maintaining

responsive and positive customer relations in an environment

where your company has continued growth.

3. Describe your company's philosophy and approach towards helping clients achieve a successful implementation and ongoing operations.

4. Describe the support offered for existing hardware or leasing of new hardware specifically for ticket printers, scanners, and mag stripe readers.

5. Describe process for requesting software enhancements, update release schedules and upgrades.

6. The Service provider provides an assigned client representative and a comprehensive support process to log issues, track status, and request enhancements or defect requests.

7. The Service provider will provide a development site for testing before implementation and before future upgrades.

8. The Service provider provides a process to request custom reports and assistance to develop custom reports.

9. The Service provider provides documentation and training about product upgrades and affects to existing functionality or data sets.

10. The Service provider provides a community of users for discussion of the product features and functionality.

11. The Service provider provides continuous tutorials, training mater ia ls , and a training application site during implementation and throughout the life of the application while under the current contract.

12. The Service provider will provide the best implementation practices on initial setup and configuration and a review of business practices with improvement recommendations 3-6 months after the Go-Live.

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Item Technical & Security Requirements Proposer's Detail

Page #

1. Describe the disaster recovery services provided to the NHOF in the event the proposed hosted site becomes inoperable or unavailable for any reason.

2. Describe the high availability approach and architecture for the proposed hosted system (redundant servers, automated monitoring software, etc).

3. Describe the data archival functionality in the proposed hosted solution.

4. Describe how the proposed hosted software utilizes fully indexed database features to maximize system performance.

5. Describe the web analytics functionality related to the use of a public web portal in the proposed hosted solution.

6. If the services agreement is terminated, what methods are used and in what format will the NHOF’s data be retained and returned?

7. Describe the methods in which the NHOF will get access to the raw data within the proposed hosted solution for the NHOF's analytics and reporting purposes.

8. Describe your data backup and restore capabilities within the proposed hosted solution.

9. Describe the supported methods to import customer data and purchasing history into the proposed hosted solution.

10. Describe the security model and security features in the proposed hosted system. Describe options for how NHOF staff could control use of various system functions (specific function is assigned to a user, but the function requires supervisor approval).

11. Describe the audit functionality in the proposed hosted system and include the fields that can be tracked such as date, time, user id, and operation performed.

12. Describe how NHOF Staff and Patrons reset passwords in the proposed hosted solution.

13. Describe how your ticket scanning process works for entry to an event and how it communicates to the ticketing system in real time.

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Item

Technical & Security Requirements

Proposer's

Detail Page # or Y/N

14. Does the proposed solution guarantee that all system features are fully accessible via a web browser with no additional local software required (beyond the browser, connection to the Internet, and user ID/password)?

If NO, describe all necessary components that must be installed locally.

15. Does the proposed hosted solution meet the PCI-DSS certification and can the Provider produce a valid certificate certifying its compliance level on a quarterly basis?

16. Does the proposed hosted system provide secure sockets layer (SSL) protocol to encrypt data transfer?

17. Does the proposed hosted solution provide the ability to route items (e.g., tickets, invoices, gift cards, etc.) to printers based on network address?

18. Does the proposed hosted solution allow methods to import current customer data and purchasing history from an existing ticketing system?

18. Does the proposed hosted solution provide the ability to incorporate NHOF branding I graphic design in the public-facing web portal including headers, footers, and online shopping carts?

19. Does the proposed hosted solution offer the ability to report on system usage by users for a specific date, specific time period, or range of dates?

20. Does the proposed hosted web-based software allow staff to access all functional areas (Ticketing, Event Setup, Membership, etc.) from a single "login" screen without having to launch and minimize separate screens for different functional areas?

If NO, describe how the system login works between functional areas.

21. Does the proposed hosted solution provide the ability to distribute receipts, schedules, ticket reprints, or reset passwords by publishing to a web portal for self-service or printing?

22. Does the proposed hosted solution provide the ability to export NHOF specific data in a variety of standard industry formats (excel spreadsheets, PDFs, etc.)?

33. Does the proposed hosted solution have experience providing

reports that can be used by Microsoft’s Power BI?

24. The system has the capability to upload account data with the Ungerboeck EBMS system (CRVA host system). If no, describe what API will be provided to do so and successful examples.

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Item

User and Data Requirement

Proposer's

Detail Page #

or Y/N

1. The system provides a data migration tool for use at implementation and ongoing operations.

2. Please discuss current and future plans to accept payment through NFC Apple Pay, Smart Chip credit cards, and any other new payment technologies.

3. The system provides a configurable time out or log off setting due to inactivity.

4. The system allows the user to select from multiple printers and assigned user roles at login.

5. The system has the ability to create specific security roles: a role to adjust charges and fees, a role to limit promo code sales, and a role to temporarily override permissions for lower level users in the system.

6. The system provides the ability to verify tickets after an exchange, transfer, reprint, and upon exit and re-entry of an event.

7. The system has the ability to track and display the date/time of individual ticket scans on the scanner in real time.

Item

Customer Management Requirement

Y/N

1. Flexible invoicing including automatic, batch and consolidated.

2. Mail merge and letter templates for contracts, notices, etc.

3. Task calendar and task reminders.

4. Automated notifications that are delivered when a defined change is made to an event.

SECTION 4: INSURANCE REQUIREMENTS Throughout the term of this contract, the service provider and any of his subcontractors will comply with the insurance requirements described in this section. In the event that the service provider fails to maintain required insurance, the CRVA shall be entitled to terminate or suspend the contract immediately.

The service provider agrees to purchase and maintain the following insurance coverage during the life of the contract:

A) Automobile Liability Insurance with a limit of not less than $1,000,000 per accident combined single limit each occurrence for bodily injury and property damage liability covering all owned, non-owned, and hired vehicles.

B) Commercial General Liability Insurance with a limit not less than $1,000,000 per occurrence/aggregate including coverage for bodily injury, property damage, products and completed operations, personal/advertising injury liability and contractual liability.

C) Workers’ Compensation Insurance meeting the statutory requirements of the State of North Carolina and any applicable Federal laws; and, Employers’ Liability - $100,000 per accident limit, $500,000 disease per policy limit, $100,000 disease each employee limit.

The CRVA shall be listed as additional insured under the commercial general liability insurance for operations or services rendered under this agreement. The service provider shall not commence any work in connection with the resulting contract until it has obtained all of the types of insurance set forth in this section and furnished the project manager with proof of insurance coverage by certificates of insurance accompanying the contract. The service provider shall be responsible for notifying the CRVA of any material changes (including renewals) to or cancellation of the insurance coverages required above. The service provider must give notice in writing to the CRVA within 48 hours of the changes. The service provider shall not allow any subcontractor to commence work until all such subcontractors have obtained the same insurance coverages as described above. All insurance policies shall be written by insurers qualified to do business in the State of North Carolina. If any of the coverage conditions are met by a program of self-insurance, the service provider must submit evidence of the right to self-insure as provided by the State of North Carolina. The CRVA shall be exempt from, and in no way liable for any sums of money that may represent a deductible or self-insured retention in any insurance policy. The payment of the deductible/retention shall be the sole responsibility of the service provider and/or subcontractor. The service provider’s insurance shall be primary of any self-funding and/or insurance otherwise carried by the CRVA for all loss or damages arising from the service provider’s operations under this agreement. The service provider and each of its subcontractors shall and does waive all rights of subrogation against the CRVA and each of the Indemnitees.

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SECTION 5: MINORITY BUSINESS PARTICIPATION It is the policy of the CRVA to provide minority businesses equal opportunities for participation in all

aspects of contracting and procurement regarding the NASCAR Hall of Fame Museum Ticketing

System. Service providers shall make good faith efforts to encourage and include minority

contractors in its proposal. Service providers shall provide supporting documentation of its minority

business participation efforts. Examples of good faith efforts to encourage participation by minority

businesses may include, but are not limited to, the following:

a) Contacting minority businesses that reasonably could have been expected to submit a

quote and that were known to the contractor or available on State or local government

maintained lists at least 10 days before the proposal or proposal date and notifying them of

the nature and scope of the work to be performed.

b) Making the specifications and requirements available for review by prospective minority

businesses, or providing these documents to them 10 days before the proposal or

proposals are due.

c) Breaking down or combining elements of work into economically feasible units to facilitate

minority participation.

d) Working with minority trade, community, or contractor organizations identified by the City

of Charlotte, minority Contractors Resource Center, or other similar entities that provide

assistance in recruitment of minority businesses.

e) Attending any pre-proposal meetings scheduled by the public owner.

f) Providing assistance in getting required bonding or insurance or providing alternatives to

bonding or insurance for subcontractors.

g) Negotiating in good faith with interested minority businesses and not rejecting them as

unqualified without sound reasons based on their capabilities. Any rejection of a minority

business based on lack of qualification should have the reasons documented in writing.

h) Providing assistance to an otherwise qualified minority business in need of equipment,

loan capital, lines of credit, or joint pay agreements to secure loans, supplies, or letters of

credit, including waiving credit that is ordinarily required. Assisting minority businesses in

obtaining the same unit pricing with the Service provider’s suppliers in order to help

minority businesses in establishing credit.

i) Negotiating joint venture and partnership arrangements with minority businesses in order

to increase opportunities for minority business participation on a public construction or

repair project when possible.

j) Providing quick pay agreements and policies to enable minority contractors and suppliers

to meet cash-flow demands.

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Service providers shall provide a description of the portion of the work to be executed by minority

businesses and documentation of all good faith efforts that were implemented, including any

advertisements, solicitations and evidence of other specific actions demonstrating recruitment and

selection of minority businesses for participation in the contract.

Nothing in this section shall be construed to require contractors or the CRVA to award contracts or

subcontracts to or to make purchases of materials or equipment from minority business contractors

or minority business subcontractors who do not submit the lowest responsible, responsive proposal

or proposals, and the CRVA shall award this proposal without regard to race, religion, color, creed,

national origin, sex, age, or handicapping condition, as defined in the North Carolina General

Statures.

The term “minority business” means a business (i) in which at least fifty-one percent(51%) is

owned by one or more minority persons or socially and economically disadvantaged individuals, or

in the case of a corporation, in which at least (51%) of the stock is owned by one or more minority

persons socially and economically disadvantaged individuals; and (ii) of which the management

and daily business operations are controlled by one or more of the minority persons or socially and

economically disadvantaged individuals who own it.

The term “minority person” means a person who is a citizen or lawful permanent resident of the

United States and who is (i) Black, that is, a person having origins in any of the black racial groups

in Africa; (ii) Hispanic, that is, a person of Spanish or Portuguese culture with origins in Mexico,

South or Central America, or the Caribbean Islands, regardless of race; (iii) Asian American, that

is, a person having origins in any of the original peoples of the Far East, Southeast Asia and Asia,

the Indian subcontinent, or the Pacific Islands; (iv) American Indian, that is, a person having origins

in any of the original Indian peoples of North America; or (v) Female.

The term “socially and economically disadvantaged individual” means the same defined in Chapter

15, Section 637 of the United States Code. Socially disadvantaged individuals are those who have

been subjected to racial or ethnic prejudice or cultural bias because of their identity as a member of

a group without regard to their individual qualities. Economically disadvantaged individuals are

those socially disadvantaged individuals whose ability to compete in the free enterprise system has

been impaired due to diminished capital and credit opportunities as compared to others in the

same business area that are not socially disadvantaged.

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SECTION 6: SUBMISSION REQUIREMENTS The Service provider’s submission items below are required and will help in the evaluation process: Proposals must be submitted on the Official Proposal Form attached as Exhibit “A”.

1. Total Proposal to provide scope of work above.

2. Alternate Proposal to provide alternate scope as indicated.

3. Provide a concise description of your company, including origin, state of incorporation,

background, and current size and experience with similar projects.

4. The Official Proposal Form should be submitted as the first page of the Proposal

submittal.

5. Submit a completed E-Verify employer compliance statement.

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CRVA Official Proposal Form Exhibit “A” Museum Ticketing System at the NASCAR Hall of Fame Service Provider’s Company Name_________________________

Service Provider's Representations: In submitting this proposal, service provider represents that: A. Service provider has examined and carefully studied the Proposal Documents, the other related data identified in the Proposal Documents, and following Addenda where applicable, receipt of which is hereby acknowledged. Addendum No. Addendum Date ________________________ _________________________ ________________________ _________________________ B. Service provider is familiar with and is satisfied as to all federal, state and local laws and regulations that may affect cost, progress and performance of the work. C. Service provider will complete the work in accordance with the contract documents for the

following price(s):

Price

Name Signature and Title Date

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CHARLOTTE REGIONAL VISITORS AUTHORITY E-VERIFY EMPLOYER COMPLIANCE STATEMENT

E-Verify for Public Contracts: HB 786 (S.L. 2013-418) The legislation referenced prohibits governmental units from awarding to or entering into contracts unless the contractor and contractor’s subcontractors comply with the E-Verify requirements of Article 2 of Chapter 64 on the NC General Statutes. Service provider, hereafter Employer, understands that E-Verify is a federal program operated by the United States Department of Homeland Security and other federal agencies, or any successor or equivalent program used to verify the work authorization of newly hired employees pursuant to federal law. Employer is defined as: any person, business entity, or other organization that transacts business in this State and that employs 25 or more employees in this State. This term does not include State agencies, counties, municipalities, or other governmental bodies. Employer understands that Employers, as Defined Herein, Must Use E-Verify. Each employer, after hiring an employee to work in the United States, shall verify the work authorization of the employee through E-Verify in accordance with NCGS§64-26(a). Therefore, all employers must be in compliance with the E-Verify requirements to enter into contracts with the Charlotte Regional Visitors Authority. Below check the type of employer and complete the information. A) Employer with less than 25 employees not required to use E-Verify: Company Name Signature and Title Date OR: B) Employer with 25 or more employees required by NC S.L.213-418 to use E-Verify: Yes, we comply: Company Name Signature and Title Date