RFP -14-079 12/20/2013

BOISE STATE UNIVERSITY

REQUEST FOR PROPOSAL

RFP #14-079

Event Management & Ticketing Software

Issue Date 12/20/2013

Page i

TABLE OF CONTENTS Page

1. RFP ADMINISTRATIVE INFORMATION ................................................................................................ 2

2. INSTRUCTIONS FOR SUBMISSION OF PROPOSALS ........................................................................ 5

3. TERMS OF PROCUREMENT PROCESS ............................................................................................... 7

4. PROPOSAL FORMAT ............................................................................................................................. 9

5. SCOPE OF WORK ................................................................................................................................ 12

6. COST PROPOSAL ................................................................................................................................ 29

7. PROPOSAL REVIEW AND EVALUATION .......................................................................................... 30

APPENDIX A--SCOPE OF WORK ............................................................................................................. 33

ATTACHMENT 1--OFFEROR QUESTIONS .............................................................................................. 34

ATTACHMENT 2--REFERENCES ............................................................................................................. 36

ATTACHMENT 3 DEFINITIONS AN APPENDIX? .................................................................................... 40

ATTACHMENT 4 SIGNATURE PAGE ....................................................................................................... 46

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1. RFP Administrative Information

RFP Title: Event Management & Ticketing Software

RFP Project Description: This is for a hosted ticketing software system.

RFP Lead: Mike Carr Senior Buyer 1910 University Drive mikecarr@boisestate.edu Phone: 208-426-1802 Fax: 208-426-1152

Pre-Proposal Conference Call: Monday January 6, 2014 at 10:00 AM MST

Call in Information Register by e-mail for phone number and pin.

Deadline To Receive Questions: January 13, 2014 11:59:59 Mountain Time

Anticipated Release of Answers to Questions: January 16, 2014

RFP Closing Date: February 6, 2014

RFP Opening Date: 10:30 a.m. Mountain Time the following work day after closing. 960 Broadway Ave Suite 300 Boise, Idaho 83617

Demos/Oral Presentations March 11/12, 2014

Validity of Proposal Bid proposals are to remain valid for one hundred twenty (120) calendar days after the scheduled closing date. Proposals submitted with a validity period of less than this will be found nonresponsive and will not be considered.

Award Contract will be awarded to the responsive and responsible bidder whom meets the technical requirements and received the highest total score.

Initial Term of Contract and Renewals: Initial contract term will be for three years from date of go live. Upon mutual agreement, the contract may be renewed under the same terms and conditions for up two additional years. At the time of extension, if any, the contract costs may be renegotiated with the annual percent change not to exceed the most recent annual percent change defined in the Consumer Price Index (CPI) for the West. Contract award is subject to Approval by the State of Idaho Board of Education on June 18-19, 2014.

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1.1 A non-mandatory pre-proposal conference will be held at the location and time as

indicated in Section 1, page 1 of this RFP. This will be your opportunity to ask questions of the University staff. All interested parties are invited to participate. Those choosing to participate must pre-register via email with the RFP lead to receive meeting details. This conference will be used to explain, clarify, or identify areas of concern in the RFP. Those asking questions during the pre-proposal conference will be asked to submit those questions to the University in writing by the designated “Deadline to Receive Questions” period as indicated in Section 1, page 1 of this RFP. For simplicity’s sake, offerors are strongly encouraged to submit just one, final set of questions, after the pre-proposal conference but prior to the question deadline, rather than multiple sets of questions. Any oral answers given by the University during the pre-proposal conference are to be considered unofficial.

1.2 All questions must be submitted to the RFP Lead by the date and time noted above.

Questions must be submitted using Attachment 1 via email to the RFP Lead at the address listed above. Official answers to all questions will be posted on the University’s website as an amendment as indicated in Section 1, page 1 of this RFP.

Questions regarding the State of Idaho Standard Contract Terms and Conditions

found at http://purchasing.idaho.gov/pdf/terms/standard_terms_and_conditions. and the Solicitation instructions to vendors at http://purchasing.idaho.gov/pdf/terms/solicitation_instructions.pdf and incorporated in this RFP by reference must be submitted by the deadline to receive questions from the offeror, stated on Section 1, page 1 of the RFP. The University will not negotiate these requirements after the date and time set for receiving questions. Questions regarding these requirements must contain the following: 1.2.1. The term or condition in question; 1.2.2. The rationale for the specific requirement being unacceptable to the offeror

(define the deficiency); 1.2.3 Recommended verbiage for the University’s consideration that is consistent

in content, context, and form with the University’s requirement that is being questioned; and

1.2.4. Explanation of how the University’s acceptance of the recommended verbiage is fair and equitable to both the University and the offeror.

Proposals received that qualify the offer based upon the University accepting other terms and conditions not found in the RFP or which take exception to the University’s terms and conditions will be found non-responsive, and no further consideration of the proposal will be given.

1.3 Proposal opening will be held at the location and time as indicated in Section 1, page 1 of

this RFP. All offerors, authorized representatives and the general public are invited, at their own expense, to be present at the opening of the proposals. During the proposal opening only the names of the vendors will be provided.

1.4 Current Environment and Vision

Boise State University Ticketing Venues

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a. Athletics I. Bronco Stadium – 36,500 capacity II. Taco Bell Arena, Basketball – 13,000

b. Taco Bell Arena (TBA) – entertainment and concerts – 13,000 capacity

c. Morrison Center (MC) – performing arts – 2037 capacity

d. Boise State Tickets (BST) – campus ticketing service

Annual Ticket Volumes per Venue for calendar year 2012.

Athletics TBA MC BST

Football Basketball

Single event tickets 98,000 36,000 74,000 65,000 8,300

Season tickets 24,100 2,000 0 3,400 100

Comp and pull tickets 53,000 27,400 19,000 30,000 5,200

Sales volume $13,000,000 $3,300,000 $3,500,000 $101,000

Athletics does ticket many other events however, the volumes are not significant in comparison to Football and Men’s Basketball.. Current handheld devices in use

Item Make/Model/Yr Athletics TBA MC BST

Server 0 0 0 1

Hand Held Scanners

Motorola MC55AO

0 20 8 0

Zebra Printers

RW420 0 20 8 0

Resolution reader

0 0 0 0

APIs 0 0 0 0

Customers are able to purchase tickets for all four venues’ events on-line, over the phone per our central in-house call-center, or walk-up at the three venues box offices, and at four ticket outlets that have box office capability for ticket printing and sales, three of which are off-campus. The three locations are the off campus Bronco Shops (University book stores) For event entry, currently Taco Bell Arena and Morrison Center are using scanners for paper ticket entry; Taco Bell Arena is also using paperless ticketing, with e-tickets and mobile ticketing. Athletics and Boise State Tickets events are paper tickets only. Print-at-Home is not used.

We are seeking hosted ticketing software where price is all inclusive rather than a menu for products or services; a system that will fulfill all our ticketing needs, as well as provide ways to help in marketing, revenue generation, and customer service. We are 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. Boise State University Athletics will be the venue implementing this software contract. The

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other venues have the option to implement this software, but are not required to do so. If the other venues choose to implement this software, a separate project schedule for implementation would be required for each venue.

2. INSTRUCTIONS FOR SUBMISSION OF PROPOSALS

2.1 Any qualified vendor may submit a proposal. All vendors are qualified unless disqualified.

Those offerors presently on the General Service Administration’s (GSA) “list of parties excluded from federal procurement and nonprocurement programs” may be disqualified. Vendor information is available on the Internet at: www.sam.gov

2.2 Proposals must demonstrate that offerors have the ability to complete the described

functions of this RFP. 2.3 In order to be considered for award, the sealed proposal must be delivered to the place

specified, no later than the date and time specified in Section 1 of the RFP. A proposal received at the office designated in this RFP after the RFP closing date and

time will not be accepted. No late proposals will be accepted. 2.4 (M) The proposal must be submitted with the University–supplied signature pages which

must contain an ORIGINAL HANDWRITTEN signature executed in BLUE INK and be returned with the relevant Solicitation documents. PHOTOCOPIED SIGNATURES or FACSIMILE SIGNATURES are NOT ACCEPTABLE. Failure to include a signed, complete, original University Signature Page will result in a finding that the Bid is non-responsive, and no further consideration will be given to the Bid.

2.4.1. The proposals must be addressed to the RFP Lead and clearly marked

“CONTRACT PROPOSAL – RFP14-079 Event Management & Ticketing Software. 2.4.2. Each proposal must be submitted with one (1) original and six (6) copies of the

Business and Scope of Work Proposal and one (1) original and one (1) copy of the Cost Proposal.

2.4.3. In addition, offerors must submit one (1) electronic copy of the proposal on CD or

USB device. Word or Excel format is required. The only exception will be for financials or brochures. The format and content must be the same as the manually submitted proposal. The electronic version must NOT be password protected or locked in any way. Attach the CD or USB device to the original version of the Business and Scope of Work Proposal.

2.4.4. Submit one (1) electronic, redacted copy of the Business and Scope of Work

Proposal, on CD or USB device, with all trade secret information removed or blacked out, as described in Paragraph 32, “Public Records,” State of Idaho’s SOLICITATION INSTRUCTIONS TO VENDORS. The electronic file name should contain the word “redacted.” This is the copy of the offeror’s proposal which will be released under Idaho’s Public Record Law, if the proposal is requested. The redacted copy of the Business and Scope of Work Proposal must be an exact copy of the Business and Scope of Work Proposal regarding trade secret information. The original proposal and redacted proposal may be submitted on the same CD or USB device.

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2.4.5. The proposal must be separated into two (2) distinct sections:

Business and Scope of Work Proposal, and

Cost Proposal. 2.4.6. The Business and Scope of Work Proposal must be sealed, identified “Business

and Scope of Work Portion of Proposal – RFP #14-079 Event Management & Ticket Software and include a cover letter (see section 4.3)

2.4.7. The Cost Proposal must be sealed identified “Cost Portion of Proposal – RFP #14-

079 Event Management & Ticket Software.” 2.5 The Contractor and its subcontractors are required to carry the types and limits of

insurance shown in this Request, and to provide Boise State University (“Certificate Holder”) with a Certificate of Insurance within ten (10) days of the signing of this Contract.

2.5.1 Certificate Holder shall read: State of Idaho and Boise State University Attn: Risk Management 1910 University Drive Boise, Idaho 83725-1245 2.5.2 All certificates shall provide for thirty (30) days’ written notice to Certificate Holder

prior to cancellation or material change of any insurance referred to in the certificate. 2.5.3 All insurers shall have a Best’s rating of A- or better and be licensed and admitted in Idaho. 2.5.4 All policies required shall be written as primary policies and not contributing to or in excess of any coverage may Certificate Holder choose to maintain. 2.5.5 All policies (except Workers Compensation and Professional Liability) shall name the following as Additional Insured: State of Idaho and Boise State University. 2.5.6 Failure of Certificate Holder to demand a certificate or other evidence of full compliance with these insurance requirements or failure of Certificate Holder to identify a deficiency from evidence that is provided shall not be construed as a waiver of Contractor’s obligation to maintain such insurance. 2.5.7 Failure to maintain the required insurance may result in termination of this contract at the Certificate Holder’s option.

2.5.8 By requiring this insurance, Certificate Holder does not represent that coverage and limits will necessarily be adequate to protect Contractor and such coverage and limits shall not be deemed as a limitation on Contractor’s liability under the terms of the grant or contract.

Required Insurance Coverage. Contractor shall obtain insurance of the types and in the amounts described at the following link.

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http://rmi.boisestate.edu/wp-content/uploads/2012/01/0-1-11-12-Ins-Rqmts-3rd-Party.pdf

2.5.9. Cyber Liability and Property Insurance Coverage: If a solution is a hosted solution or vendor will be handling or holding money or data on behalf of the University this coverage will be required. The insurance policies mentioned above shall include cyber liability and property insurance coverage, or the Firm shall maintain a separate insurance program for this exposure. Coverage shall insure the financial and electronic data interests of Boise State University for theft, disappearance, destruction, computer fraud, computer hacking, employee dishonesty, extortion, virus infection, vandalism, loss of data and other cyber-related perils.

2.6 No verbal proposals or verbal modifications will be considered. An offeror may modify its

proposal in writing prior to the RFP closing time. A written modification must include the date and signature of the offeror or its authorized representative.

2.7 All costs incurred in the preparation and submission of a proposal in response to this RFP,

including, but not limited to, offeror’s travel expenses to attend the pre-proposal conference, proposal opening and presentation or negotiation sessions, must be the sole responsibility of offerors and will not be reimbursed by the University.

2.8 An appeal by a vendor of a bid specification, a non-responsiveness determination, or the

award of a bid is governed by the Boise State University Purchasing Appeals Process, and must be filed in accordance with that process, which can be found on the Internet at http://vpfa.boisestate.edu/process/procurement/purchasingappealsprocess.pdf

3. TERMS OF PROCUREMENT PROCESS 3.1 To be considered responsive, offerors should adhere to all requirements of this RFP. The

determination of whether a proposal is responsive is a determination made solely by the University. The University reserves the right to waive any nonmaterial variation that does not violate the overall purpose of the RFP, frustrate the competitive bidding process, or afford any offeror an advantage not otherwise available to all offerors.

3.2 Proposals should be submitted on the most favorable terms from both a price and

technical standpoint which offerors can propose. The University reserves the right to accept any part of a proposal, or reject all or any part of any proposal received, without financial obligation, if the University determines it to be in the best interest of the University to do so.

3.3 All data provided by the University in relation to this RFP represents the best and most

accurate information available at the time of RFP preparation. Should any data later be discovered to be inaccurate, such inaccuracy will not constitute a basis for contract rejection by an offeror or contract amendment.

3.4 All proposal material submitted becomes the property of the University and will not be

returned to offeror. The University will have the right to use all concepts contained in any proposal and this right will not affect the solicitation or rejection of the proposal.

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3.5 Proposals and supporting documentation may be available for public inspection upon written request following the announcement of a contract award, except for information specifically labeled on each separate page as a “trade secret” or other exemption from disclosure under the Idaho Public Records Act, Section 9-340D(1), Idaho Code.

3.6 The RFP and any and all attachments and amendments, proposal submitted by the

successful offeror, and the purchase order will be incorporated into and become the contract. The contract, in its incorporated, composite form, represents the entire agreement between the contractor and University and supersedes all prior negotiations, representations, understandings or agreements, either written or oral.

3.7 Where Vendor agreements and assumptions, specified in the Vendor’s response differ

from the State of Idaho Standard Contract Terms and Conditions, or the terms and conditions of this Solicitation, the State’s Terms and Conditions and the terms and conditions of this Solicitation shall apply. Where Vendor agreements and assumptions supplement the State of Idaho Standard Contract Terms and Conditions and Related Services (if specifically identified as applicable to this solicitation), or the terms of this Solicitation, the supplemental terms and conditions shall apply only if specifically reviewed, approved and accepted by the University in writing. Where unsolicited supplemental documents including unsolicited pricing quote sheets are submitted, the University reserves the right to deem the quote non-responsive if the supplemental documents conflict with the specifications of this solicitation. Supplemental documents shall be considered as reference materials only, and nothing contained within a supplemental document shall be deemed as accepted by the University, unless accepted by the University in writing. Vendors are cautioned against the use of supplemental documents. Conflicting supplemental documents may lead to the response being deemed non-responsive, and no consideration of the response given. It is recommended that Vendors review the State’s Solicitation Instructions to Vendors, Clause 20 at the following website.

http://purchasing.idaho.gov/terms_and_conditions.html

3.8 License, service, maintenance or any other type of agreements desired by the Vendor to

be signed by the University, are only binding upon the University to the extent they are in full agreement with the State of Idaho Standard Terms and Conditions. Any conflict or inconsistency shall be resolved in accordance with Clause 30 of the State’s Standard Terms and Conditions. No Vendor agreement shall be binding upon the University unless specifically accepted by the University in writing, for the initial contract, or for any subsequent renewals.

3.9 From the date of release of this solicitation until Intent to Award Letter is issued, all contact

and requests for information shall be directed to the University’s Buyer, only. Regarding this solicitation, all contact with other personnel employed by or under contract with the University is restricted. During the same period, no prospective vendor shall approach personnel employed by, or under contract to the University, on any other related matters. An exception to this restriction will be made for vendors who, in the normal course of work under a current and valid contract with the University, may need to discuss legitimate business matters concerning their work with the contracting agency. Violation of these conditions may be considered sufficient cause by the University to reject a vendor’s bid or proposal, irrespective of any other consideration.

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3.10 Ownership of Data: The University shall own and retain all rights to information, techniques, processes and data developed, documented, derived, stored, installed or furnished by the University under the Agreement.

4. PROPOSAL FORMAT 4.1 These instructions describe the format to be used when submitting a proposal. Sections

of the format may be listed with an Evaluated Requirement (definition below). Evaluation points may be deducted from the offeror’s possible score if the following format is not followed. The format is designed to ensure a complete submission of information necessary for an equitable analysis and evaluation of submitted proposals. There is no intent to limit the content of proposals. The proposal of the successful offeror will be appended to and incorporated into the RFP and the resulting contract or agreement, including the State’s Standard Terms and Conditions (http://purchasing.idaho.gov/pdf/terms/standard_terms_and_conditions.pdf). All terms should be reviewed carefully by each prospective offeror as the successful offeror is expected to comply with those terms and conditions, and may be found in breach of contract if terms conflict.

4.2 Evaluation Code - The codes and their meanings are as follows: 4.2.1 (M) Mandatory Specification or Requirement - failure to comply with any mandatory

specification or requirement may render offeror’s proposal non-responsive and no further evaluation will occur. Offeror is required to respond to each mandatory specification with a statement outlining its understanding and how it will comply.

4.2.2 (ME) Mandatory and Evaluated Specification - failure to comply may render

offeror’s proposal non-responsive and no further evaluation will occur. Offeror is required to respond to each mandatory and evaluated specification with a statement outlining its understanding and how it will comply. Points will be awarded based on predetermined criteria.

4.2.3 (E) Evaluated Specification - a response is desired. If not available, respond with

“Not Available” or other response that identifies offeror’s ability or inability to supply the item or service. Failure to respond will result in zero (no) points awarded for this item.

4.3 (M) Cover Letter: The Business and Scope of Work Proposal must include a cover letter

on official letterhead of the offeror, the offeror’s name, mailing address, telephone number, facsimile number, and name of offeror’s authorized agent including an email address. The cover letter must identify the RFP Title, bid number and all materials and enclosures being forwarded collectively as the response to this RFP. The cover letter must be signed, in ink, by an individual authorized to commit the offeror to the work proposed. In addition, the cover letter must include:

4.3.1. Identification of the offeror’s corporate or other legal entity. Offerors must include

their tax identification number. The offeror must be a legal entity with the legal right to contract.

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4.3.2. A statement indicating the offeror’s acceptance of and willingness to comply with the requirements of the RFP and attachments, including but not limited to the State of Idaho Standard Contract Terms and Conditions (http://purchasing.idaho.gov/pdf/terms/solicitation_instructions.pdf)

4.3.3. A statement of the offeror’s compliance with affirmative action and equal

employment regulations.

4.3.4. A statement that the proposal was arrived at independently by the offeror without collusion, consultation, communication, or agreement with any other offeror as to any matter concerning pricing.

4.3.5. A statement that offeror has not employed any company or person other than a

bona fide employee working solely for the offeror or a company regularly employed as its marketing agent, to solicit or secure this contract, and that it has not paid or agreed to pay any company or person, other than a bona fide employee working solely for the contractor or a company regularly employed by the contractor as its marketing agent, any fee, commission, percentage, brokerage fee, gifts or any other consideration contingent upon or resulting from the award of this contract. The offeror must affirm its understanding and agreement that for breach or violation of this term, the University has the right to annul the contract without liability or, in its discretion, to deduct from the contract price the amount of any such fee, commission, percentage, brokerage fee, gifts or contingencies.

4.3.6. A statement naming the firms and/or staff responsible for writing the proposal.

4.3.7. A statement that offeror is not currently suspended, debarred or otherwise

excluded from federal or state procurement and nonprocurement programs.

4.3.8. A statement affirming the proposal will be firm and binding for the term of Validity of Proposal, as stated in Section 1, RFP Administrative Information.

4.3.9. A statement, by submitting its proposal, that the offeror warrants that any contract

resulting from this Solicitation is subject to Executive Order 2009-10 [http://gov.idaho.gov/mediacenter/execorders/eo09/eo_2009_10.html]; it does not knowingly hire or engage any illegal aliens or persons not authorized to work in the United States; it takes steps to verify that it does not hire or engage any illegal aliens or persons not authorized to work in the United States; and that any misrepresentation in this regard or any employment of persons not authorized to work in the United States constitutes a material breach and will be cause for the imposition of monetary penalties up to five percent (5%) of the contract price, per violation, and/or termination of its contract.

4.4 (M) Amendment Confirmation: If the RFP is amended, the offeror must acknowledge

each amendment with a signature on the acknowledgement form provided with each amendment. Failure to return a signed copy of each amendment acknowledgement form with the proposal may result in the proposal being found non-responsive.

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4.5 Trade Secrets: Identify each page of the proposal that contains a “trade secret” per Section 3.5 above. Only those pages identified as “trade secret” or other exemption from disclosure will be exempt from disclosure if the proposal is requested pursuant to the Idaho Public Records Act. All other pages of the proposal will be released without review.

NOTE: If a proposal is marked as “trade secret” in its entirety, it will be considered public record in its entirety, and will be disclosed, if requested. 4.6 Table of Contents: Include in the Business and Scope of Work Proposal a table of

contents; adequately identify the contents of each section, including page numbers of major subsections. The Table of Contents is not evaluated, and is for reference purposes only.

4.7 Executive Summary: Include in the Business and Scope of Work Proposal an executive

summary, which provides a condensed overview of the contents of the Business and Scope of Work Proposal submitted by the offeror, which shows an understanding of the services to be performed. The Executive Summary is not evaluated, and is for summary purposes only.

4.8 Business Information:

4.8.1. (E) Experience: Offerors must describe in detail their knowledge and experience in providing services similar to those required in this RFP.

4.8.2. (E) References: Offerors must provide three (3) written professional references

from entities with knowledge of the offeror’s experience that is similar in nature to the products or services being requested by this RFP, and are within the last three (3) years from the date this RFP. The University will determine whether the reference concerns products or services that are similar in nature to this RFP.

a. Offerors must follow the instructions in Attachment 2 to obtain those references.

b For any reference not received by RFP closing date and time, or is outside the

three (3) years, the offeror will receive no (zero) points for that particular reference. For any reference determined to be not of a similar nature to the products or services requested by this RFP, the offeror will also receive no (zero) points for that particular reference. Offerors may email the RFP Lead prior to the reference submittal deadline to verify receipt of references. Ref. Attachment 2.

c Boise State will evaluate references that it discovers. BSU may conduct its own

research and discovery to find customers for whom the respondent has performed work, and to solicit their feedback in addition to feedback from those references the respondent did list. BSU may contact any and all references direclty, without the assistance of the offeror. Boise State is under no obligation to share results of its reference checks with the bidder.

d Boise State will only accept one reference per entity. An example would be a

university that has a performing arts venue and a concert venue that are managed seperatly. Only one reference will be allowed for the entire university.

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4.8.3. Financials:

The University reserves the right to request financials from any bidders prior to awarding contract.

4.9 (E) Organization and Staffing: Offerors should describe their respective qualifications for

successfully completing the requirements of the RFP. To demonstrate their respective qualifications, the following are required:

4.9.1. Staffing Plan: Offerors should provide a detailed staffing plan with a chart showing

all key positions and titles that will be involved in the work of carrying out the ensuing contract. Offerors should explain how the workflow will occur using the staffing plan based on the requirements of this RFP.

4.9.2. Qualifications of Personnel: Offerors should provide resumes for employees who

will be managing services under the contract and any employee listed on the staffing plan. For positions that are not filled, a description of job qualifications is required.

4.9.3. Subcontractors: Offerors should describe the extent to which subcontractors will be

used to comply with contract requirements. Include each position on the staffing chart and provide a detailed description of how the subcontractors are anticipated to be involved under the contract. Include a description of how the offeror will ensure that all subcontractors and their employees will meet all Business and Scope of Work requirements. Offerors must disclose the location of the subcontractor’s business office and the location(s) of where the actual work will be performed. If the offeror utilizes any entity other than the entity submitting the proposal to provide any of the services required by this RFP, the relationship between the two entities is considered that of a contractor-subcontractor for the purpose of this section, regardless of whether a relationship is based on an actual written contract between the two.

5. SCOPE OF WORK

Use this proposal outline as part of your response to the RFP, and identify it as Appendix A – Scope of Work. Keep in mind, the evaluators will be evaluating on the methodologies proposed and the completeness of the response to each of the services listed below. 5.1 Mandatory Requirements

5.1.1 (M) Licenses – Describe how the product is licensed, which licenses are required, and which (if any) licenses are supplied by offeror. 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.

5.1.2 (M) Usernames and passwords

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a. Confirm that application does not have any user names or passwords hardcoded into the application configuration b. Confirm that application does not have any user names or passwords located in plain text, anywhere on the system. c. Confirm that all usernames and passwords are encrypted. 5.1.3 (M) Hosted Services – Confirm that the offeror is providing a hosted solution, and is hosted within the United States.

5.1.4 (M) Offerors must identify any information or resources needed from the University in order to perform any of the work.

5.1.5 (M) The system must be able to handle multiple event types including sports,

entertainment and performing arts.

5.1.6 (M) The system must provide the ability to connect via API (Application Programming Interface) to the other third party software.

5.1.7 (M) Access control including ticket scanning and mobile ticketing. 5.1.8 (M) Must have the ability to view all customer data and transactions within

secondary ticketing platform. 5.1.9 (M) The system must be PCI (Payment Card Industry) compliant and certified.

Provide evidence of certification and describe the level of certification. 5.2 (ME) General Requirements – The requirements listed below must be adhered to by the

successful offeror at all times during the life of the contract. The offeror must provide written acknowledgement they agree with and will adhere to these requirements.

5.2.1. The contractor must comply with all federal laws and regulations. Contractor shall comply with appropriate data security of information as defined by the Family Education Rights and Privacy Act (FERPA) and the Health Insurance Portability and Accountability Act (HIPAA). The contractor must comply with the rules, regulations and policies as outlined by Boise State University Policy #8000 (Information Technology Resource Use), and University Policy #8120 (Identity Theft Prevention Program). Contractor must be in complete compliance with Section 508 Amendment to the Rehabilitation Act of 1973.

5.2.2 If there is theft or misappropriation of the University’s confidential information

which is due to the gross negligence or intentional misconduct of offeror, offeror shall provide client written notice of theft or misappropriation within three (3) business days of when theft or misappropriation becomes known to offeror. BSU will have six (6) months from the date of receipt of written Notice from offeror of the theft or misappropriation to provide written notice to the offeror of its intent to terminate, and to terminate, this agreement. If BSU elects to terminate this agreement pursuant to this section, offeror will have no right to cure the breach of this agreement in order to prevent BSU from terminating the agreement.

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5.2.3.

a. Within twenty (20) working days after the final signing and accepting of the Agreement, the University and the Contractor will finalize the Project Schedule for the implementing, testing, accepting of all software, firmware, data conversion and hardware deliverables. The Project Schedule must be created by the Contractor and identify all Major Deliverables required to meet the “Go Live” date specified in the final contract. All Major Deliverables must be in accordance with the specifications of this Solicitation. Where indicated, for each of the following, the proposal should address methodologies to be used, pertinent time lines, personnel and other pertinent information in order to implement the Scope of Work successfully to achieve full compliance with all tasks and deliverables.

b. The Project Schedule must have a task entitled “Final Testing and Acceptance.” The date upon which final acceptance of the system occurs will be considered the project “Go Live” date. Licensing and maintenance agreements must begin upon that date. A Change Order will be issued by the University resetting the initial term so that a full Initial Term of licensing and maintenance under full system operation maybe executed by the University.

c. Should the University and Contractor be unable to come to an agreement

regarding the Project Schedule after the allowed time, the University will have the right to terminate the Agreement with no liability to the Contractor. The University will then have the right to enter into an Agreement with the second best qualified Offeror for this Solicitation.

d. The Project Schedule will become Change Order number 01 to the contract.

5.2.4. The University reserves the right to confirm and verify the software version(s) proposed. Specifically, the University reserves the right on a Pass/Fail basis, to confirm and verify all software functionality and requirements mandated in this Solicitation, and to do so in a customer’s live production site, mutually agreed upon by the University and the bidder.

5.2.5 Termination. Termination shall be in accordance with Clause 2 of the

State of Idaho Standard Contract Terms and Conditions, found at http://purchasing.idaho.gov/pdf/terms/standard_terms_and_conditions.pdf

5.2.6 University Marks-Boise State University’s registered trademarks, as well as other names, seals, logos, college colors and other indicia (“University Marks”) that are representative of the University may be used solely with permission of Boise State University. Notwithstanding the foregoing, the University logo may be used in the RFP response for illustrative purposes only. No use may be made of University Marks in any document which implies any association with or endorsement of the services of the bidding company or any other third party.

5.3 (E) Technical Specifications

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5.3.1 (E) System Architecture

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

b. Describe how the system handles multiple client/venue databases within the

same application?

c. What is the normal mode for the hosted system to communicate with the venues? What are the communication redundancy features? Describe communication architecture.

d. Is the system hosted? If so, describe the security level of the hosting facility.

How does Offeror monitor client’s hosted data/application in the event problems occur?

e. Describe the system’s backup and redundancy. UPS, backup hosting facility,

mirrored hardware/software, generators, alarm notifications, built-in reboots, etc., and how does Offeror notify clients and users in the event a failure occurs?

f. What types of system securities are in place? Describe user levels of security

and permission based controls/flexibilities. Does the system contemplate securities for multi-venue/entity usage? Describe. (i.e. How does client lock it down so different venues cannot report on other venues’ sales, but can still sell all venues tickets?)

g. What tools/controls, if any, does the system offer regarding data integrity?

h. Describe the system’s use in the FBS collegiate athletic ticketing, entertainment/concert arena ticketing and performing arts ticketing.

5.4 (E) System Performances

a. Describe the system’s throughput capabilities as it relates to ticket sales volume

during major ticketing on-sales. Describe both benchmarked and documented ‘live’ volume capacities and the timing involved. Give example.

b. Describe which resources may be shared (ie ticketing server). How are shared

resources allocated to minimize impact on a given venue’s processing ability?

c. What is the storage capacity of customer data, and what fields are available for contact information including how many addresses? How does the system handle duplicate and merging of accounts and categories of customers?

d. Indicate the system’s two-year downtime/uptime performance record and a description of any issues and how they were resolved. Provide statistics regarding your systems performance/availability and any average down time sustained. Online? Back Office Ticketing? Access Management? Communication

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Links?

5.5 (E) Financial Accountability

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

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

c. Does the system allow for online and offline address, zip code and CVV2

verification? If so, please explain configurable parameters.

d. How are operator-specific audit trails captured for each transaction and written to an administrator-defined output? Give examples.

e. Does the system allow for remote access to reporting and auditing? If so,

describe. Who controls access?

f. 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?

g. Can client/venue control per ticket/order service fees in accordance with

variable/dynamic price points?

h. Explain credit card processing to bank/merchant processor. How often is it batched?

5.6 (E) Systems Interfacing

a. Is data able to be imported/exported to other third party systems? (Lutz Advantage, Raiser’s Edge Donor Management, CBORD Card Access systems, and food services).

b. Does the architecture allow for real-time interfaces amongst varied operating systems? Does it also support batch interfaces automatically?

c. What specific third party systems are currently being interfaced by clients with the

system?

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

e. Are interfacing specs defined and documented for third party integration for such

tools as CRM, seat map visualization, dynamic pricing, stored value ticketing, etc.? Give examples.

5.7 (E) System Enhancement Requests

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

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

c. Provide a two year product enhancement plan with anticipated delivery dates.

What was the driving force for each of these enhancements and for enhancements implemented in the previous two years?

5.8 (E) Miscellaneous Infrastructure Requirements Evaluated

a. Does the system have the ability to FTP print files and ticketing manifests including barcodes to ticket printing vendors? If so, are there additional costs? Are there any restrictions on the size or design for tickets?

b. Does the system allow venue to control all of the data, including how and when

customers and prospects are marketed?

c. Does the system offer a ‘test’ environment for training and beta testing? Can it be accessed by clients?

d. Describe the security mechanisms in place to protect client/venue proprietary

data.

e. Describe anti-fraud and anti-malice system protections that are in place.

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

g. Has the system been compromised within the last five (5) years? If yes, explain

how it was resolved.

5.9 Ticket Operation Functionality 5.9.1 (E) Inventory Management

a. Indicate the number of seat statuses (hold statuses) available on the system.

b. Indicate the number of price codes available on the system, and the user control levels to change/adjust those levels. Can these be different at each venue?

c. Can the hold status be differentiated by distinct seasons or event types?

d. Can seat statuses be changed via point and click on a map? Can changes be applied by event, multiple event, subscription package structure, seating category, section, row, and seat?

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

f. Does the system have a mechanism to reflect unusable seating inventory as a ‘kill’, not reflected in overall sales reporting? (i.e. suites, zones, parking) Describe.

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g. How does the inventory management work with respect to demand pricing?

5.9.2 (E) Reporting a. Describe your suite of reports (in detail) as they pertain to:

Primary box office

Secondary box office (including remote outlets)

Season / package tickets (new sales and renewals)

Fundraising

Group sales

Secondary market sales

Call center sales

Web-based for management, promoters and other stakeholders, dashboard

Sales commissions

Marketing

Financial department

Print history

Method of delivery

Drill down on fee reporting, refunds and voids

Comment Reports/Special Requests

b. In addition to standard reports, does the system provide an ad-hoc reporting tool? If yes, is it web based? Provide a brief description of the functionality. What skill set is required to utilize any ad-hoc tool?

c. Does the system allow for scheduled reports? 5.9.3 (E) 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)?

5.9.4 (E) Payments

a. List the various 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 event tickets? Describe plan flexibility.

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e. Describe interface capabilities with third party credit card processors. Transaction speed?

f. Can the system keep a credit card on file for future transactions?

g. Does the system offer a bulk cancelation process that will automatically

refund all credit cards?

h. Describe the daily batch process for all payment types.

5.9.5 (E) Accounting

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

Sales tax calculations

Retail outlet commissions report

Event settlement reports

Daily sales and reconciliation reports (by event and transaction type)

Cash receipt reports broken down by event for daily settlement that identifies how the sale occurred (where, when, how and transaction type)

b. How does the system track complimentary tickets?

c. Please describe processes as they relate to refunds, voids and reprinted

tickets. Can the system provide separate tracking and reporting of these types of transactions?

d. Where are revenues deposited? Can revenues be deposited into separate

bank accounts? Describe options. 5.9.6 (E) Ticket Printing

a. Describe ticket printing capabilities via all channels (immediate, deferred, batch, third party FTP files, mobile, etc.), and can they be restricted by the client/venue?

b. Describe how and when a unique bar code is generated for tickets. Describe

barcode format and the ability to reinstate. Do general admission tickets have barcodes?

c. Does the system support printing of sponsor/corporate partner logos on

tickets? If yes, please describe any limitations.

d. Can each client/venue make or modify ticket templates?

5.9.7 (E) Virtual / Paperless Ticketing a. Does the system have ‘paperless’ ticket functionality? If so, describe

functionality and reporting with respect to:

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a box office perspective

the purchasers perspective

promoter reporting needs

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

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

5.9.8 (E) 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?

5.9.9 (E) Access Management System

a. Describe the features of the access management system pertaining to (but not limited to) the following:

controlled venue admissions

paperless admissions

barcode format

wireless handhelds / turnstiles

Student ID cards

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 across the campus network? If yes, describe.

5.9.10 (E) 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.

5.9.11 (E) 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?

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

5.10 Sales and Marketing Functionality

5.10.1(E) Single Event Sales

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

box office windows

Internet

kiosks

call center

remote outlets

mobile phone

b. Does the system allow for online restricted qualified pre-sales? If so, how many codes can be used as a restriction, and can they be used more than one time?

c. Does the system allow for the following methods of delivery? Through all of

the above sales channels?

print ticket on demand

virtual / paperless

mobile

will call

kiosk

mail

FedEx/UPS (interface with ticketing system)

d. Can the venue restrict number of seats purchased in one transaction, order or account for high volume on sales? Through all of the above sales channels? Can the restrictions be changed by location and by event? Provide all variables by which ticket sales can be restricted.

e. Can the system deliver tickets to a second accountholder address? f. Does the system have an integrated (real-time) ecommerce site tied to the

ticketing database? If ecommerce is supported in any other manner, describe.

g. Can the site be specifically branded per each of the venues? If so, does the

venue control of all the advertising/sponsorship opportunities on that site? Describe limitations.

h. Does the system have online shopping cart functionality? Can it be turned

off? Describe business rules that can be applied.

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i. Can online sales be scheduled in advance? If yes, can this on-sale date be

restricted by seat location or price type? Describe.

j. Does the system allow for both reserved and general admission seating sales within the same event? Transaction? Through all of the sales channels?

k. Describe versatility and methods by which users can search for seats for an

event both online (consumers) and offline (box office).

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

m. Describe the functionality of the system in selling tickets quickly, with a short-

turnaround time prior to event.

n. 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 venue have the ability to do this internally? What is the timing for changes to be effective?

o. Can temporary or permanent ticket selling at remote outlets (not at venue) be

created as needed? If yes, how is this done?

p. Does the system allow the sales of non-ticket items (such as parking passes, merchandise or food vouchers)? If yes, describe the capabilities.

5.10.2 (E) 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, kiosk? Describe functionality.

Full season

Partial season packages (pre-defined partial season plans)

Pick-a-plan

Flex Plans

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’ offers?

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,

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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? Can it be configured differently by venue, user or package? If so, please describe.

5.10.3 (E) 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 do best available seat searches for large groups of seats?

Across sections?

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

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

f. Does the system provide any tools that would help identify/collect data on

individual members of a group purchase?

5.10.4 (E) Student Ticketing

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?

5.10.5 (E) ADA Ticket Sales

a. Describe any functionality the system provides that facilitates the sale of

tickets to patrons with special needs (ADA required seating) and their accompanying guests ticketing.

5.10.6 (E) Luxury Suite / Premium Seating Rentals / Sales

a. Describe any specific functionality geared towards facilitating luxury

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suite/premium seating rentals and/or sales.

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

5.10.7 (E) Inventory Presentation

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

section, row, seat, right to left, center out? Is this configurable by sales outlet or per each venue’s priorities? Describe.

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 any “choose your seat” feature to be turned on/off

per event or venue?

e. Will the system always return a seating location offer, even if the category requested is unavailable?

5.10.8 (E) 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 ‘on fly’ discounting for additional purchase (buy

second event get 25% off)?

5.10.9 (E) Service Fees

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

per ticket

per order

method of delivery

taxes

ancillary

b. Can the above fees be applied or waived according to sales channel? Price type? Complimentary tickets? Seating category? User/role 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

RFP 14-079 Page 25 of 46 12/20/2013

and excluded on an event audit? Describe.

e. Does each venue have total control over all fees that customers pay? If not, describe limitations. Are any fees collected by the Offeror, if so, described.

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

5.10.10 (E) Dynamic and Variable Pricing

a. How does the system apply predetermined variable and fixed prices for

events within a subscription or package? Describe. 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? Describe.

c. How does the system provide a bi-directional data feed to a dynamic pricing

third party provider? Describe.

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

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

5.10.11 (E) Complimentary Tickets

a. Does the system allow for complimentary tickets to be issued in the same order as paid or discounted tickets?

b. Can a full value (or other text) be printed on complimentary tickets?

c. Can complimentary tickets or ancillary items be automatically added on to

paid ticket orders?

5.10.12 (E) Sales and Commissions and Tracking

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

b. Does the system provide a mechanism to track a multi-faceted sales

commission plan? If yes, describe.

5.10.13 (E) Miscellaneous Sales/Marketing Requirements

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.? Dashboard analytics broken down by venue?

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 Offeror have Facebook and/or other social media integration? Can tickets be sold through those mediums?

5.11 Customer Relations and Database Management

5.11.1 (E) Contract Management

a. Describe the contact management tools that are inherent in the system.

What about flagging and high priority customers? b. Please indicate third party CRM’s that have been interfaced with the system.

Real time?

c. Does the system have features related to tracking customer service issues?

d. What functionality exists to support outbound ticket sales? Describe.

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

5.11.2 (E) Database Management

a. Describe the system’s ability to capture and retain meaningful data and the 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?

5.11.3 (E) Data Mining and Analysis

a. Is the system capable of integrating with enterprise-class web analytics solutions such as Google Analytics? If applicable, detail the solutions Offeror has currently integrated with.

b. Please describe any data mining and analysis system functionality that is

commonly utilized by other clients.

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5.11.4 (E) Data Integrity

a. Please describe system tools that help maintain database integrity and hygiene.

b. How does system handle duplicate accounts and address verification? 5.12 Fundraising and Donor Functionality

5.12.1 (E) Functionality

a. Does system support mandatory seat donations tied to ticket purchases? If

so, describe the capabilities.

b. Can venue create fundraising campaigns within the ticketing system for donations?

c. 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? Please provide details.

d. Can the system create and send pledge reminders to donors for automatic

follow-up?

e. Can customers make donations and renew memberships online via customer portal?

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

5.13 Miscellaneous Requirements

5.13.1 (E) Miscellaneous

a. Please provide five client references of similar size and scope (each client being a FBS athletics department, entertainment/concert arena, or performing arts venue). References must include at least one of each venue.

b. Does Offeror currently provide ticketing solutions for any division one

collegiate athletic departments and/or professional sports teams? If so, please list.

c. Describe any ticketing kiosk functionality available via the system (sales/will

call/upgrades).

d. Is a customer call center available for ticket sales and processing? If so, what are the additional costs?

e. What, if any, tools/programs are offered for continuing education on the

system?

f. Does Offeror provide a mobile box office solution? Describe.

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

5.13.2 (ME) Identification of Risks and Constraints – Based on the Scope of Work detailed in this RFP, identify any risks or constraints that need to be addressed prior to or during the performance of the Scope of Work; as well as a description of how Offeror will address or mitigate each risk. For example an incomplete Scope of Work can be both a risk and a constraint. Describe how you would mitigate or overcome this.

6 INSTALLATION, TRAINING, AND SUPPORT PLANNING

6.1 (M) Installation

a. describe the implementation/system conversion process and what Offeror provides as it pertains to each of the items below. The University expects the Offeror to manage the conversion process. It is expected that the following will be a minimum of service provided.

Project management of installation, data conversion and go-live process

Business consulting

Website creation/development

Data communication links

Credit card authorization setup

Seating manifest and map creation

System configuration setup

Initial event creation

Database conversion

Hardware installation

Licensed software installation (where applicable)

Banking and merchant account setup

All required IT programing resources.

6.2 (E) Training a. Describe the training provided in the following areas. Also, cite the mode used to

provide this training.

Venue and Box office Management

IT staff

End-user/ticket seller

Call center

Day of-event staff

Accounting/reporting b. Describe Offeror’s approach to teaching best practices? What resources are

used to develop these best practices?

6.3 (E) Support

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a. Describe the role that a dedicated account representative would serve and

the escalating support levels of the organization as it pertains to:

Each of the venues

Box office staff

End-user ticketing system related issues

Remote 24/7 help desk

On-site support, where applicable b The University will have the option to require a replacement for any account

representative and will approve the initial representative

c. Describe the customer support structure, number of support staff, hours of operation, and process for prioritizing problems/issues.

6.4 (E) Hardware and Infrastructure Requirements

The following hardware is to be provided by the successful contractor:

90 handheld barcode scanners for access controlled admissions (should be adaptable/compatible to read magnetic stripes and RFID chips and have printer add-on capabilities for seat locator processing)

24 wireless access points

On-site servers as needed for the Access Management System (if applicable)

The successful contractor may repurpose hardware currently owned by the University, at the contractors cost or provide substitute hardware as needed to ensure the following minimums are available to the venues:

Item/Functionality Athletics TBA MC BST

Barcode scanners* xx 20 8 xx

Zebra RW420 Printers xx 20 8 xx

APIs xx xx xx xx

* Handheld barcode scanners for access controlled admissions (should be adaptable/compatible to read magnetic stripes and RFID chips and have printer add-on capabilities for seat locator processing) On-site servers will be supplied as needed for the Access Management System (if applicable).

6.5 (E) Information and resources needed from the University List all information and resources needed for implementation and go-live.

7. COST PROPOSAL (ME) The University expects to award the Athletics ticketing to the successful vendor. Taco Bell Arena, Morrison Center and Boise State Tickets may or may not choose to participate in the award.

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Pricing will be evaluated using a cost model that offers the University the best possible value over the initial term of the contract. 7.1. The offeror must use the format established in Appendix B as the response to the cost

proposal of this RFP, and identify it as Appendix B - Cost Proposal and Billing Procedure. This format is required for purposes of evaluating the proposal and awarding a contract.

7.2. The offeror must provide a fully-burdened rate for each element which must include, but is

not limited to, all operating and personnel expenses, such as: overhead, salaries, profit, supplies, travel, quality improvement and/or any other expenses related to this project.

7.3. Describe in detail the maintenance fee schedule for the next five years, and how it applies

to services, support, and upgrades. Also any additional add on services and costs. 7.4 Describe any cost sharing expectations. CONTRACTORS ARE NOT ALLOWED TO DIRECT BILL EXPENSES OR TO RECEIVE ADVANCE PAYMENTS FOR SERVICES NOT RENDERED.

8. PROPOSAL REVIEW AND EVALUATION 8.1. The objective of the University in soliciting and evaluating proposals is to ensure the

selection of a firm or individual that will produce the best possible results for the funds expended.

8.2. All proposals will be evaluated first to ensure that they meet the Mandatory Submission

Requirements of the RFP as addressed in Section 2.4. All proposals not meeting the Mandatory Submission Requirements will be found non-responsive.

8.3. The Business and Scope of Work proposal will be evaluated first as either “pass” or “fail,”

based on the compliance with those requirements listed in the RFP with an (M). All proposals that meet the requirements will continue in the evaluation process outlined in Section 7.

8.4. The top several offerors who have the highest raw scores for the evaluation of the

Business and Scope of Work proposal will be contacted by the University and expected to give an overview/demonstration of their proposal and respond to questions, which may include hypothetical scenarios and quality assurance issues. Demonstrations will be provided on site at Boise State University as per the schedule in section 1 at no cost to the University. Offerors who do not make the demonstration portion of the evaluation will not be further evaluated. The demonstration will be scored per listing below. Responses become an official part of the proposal and will be evaluated. Demonstrations will be conducted before the Notice of Intent to Award is issued.

8.5. The Cost Proposal will only be opened and evaluated for offerors who receive one of the

highest raw weighted scores in the evaluation of the Business and Scope of Work proposal, and demonstrations.

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8.6 Offeror will be notified of the result of the procurement process in writing. Written

notification will be sent to the authorized signer on the University’s signature page. 8.7. The proposals will be reviewed and evaluated by Individual Scoring – Each member of the

Proposal Evaluation Committee must confidentially and independently evaluate the proposals submitted. The criteria described below must be used by each Committee member to evaluate and score the proposals for the purpose of ranking them in relative position based on how fully each proposal meets the requirements of this RFP. Particular emphasis will be placed on the offeror understanding of the RFP, quality of staff, and the description of how the activities will be performed. The Committee must then meet as a group. Individual scores may be re-evaluated and may or may not be changed by each member at that time. A final independent score must be recorded for each committee member.

The Committee may consult with subject matter experts to review and advise on any

portion of the proposals. 8.8. The University reserves the right to seek and consider information from sources other than

those provided by the offeror who may have pertinent information concerning the offeror’s ability to perform these services. The University may use this information to determine whether the offeror is a responsible offeror.

8.9. For those proposals making it to the cost evaluation, the total points for the technical

portion will be summed with the cost points and the proposals will be ranked by final total score.

8.10. The scores for the cost proposal section will be normalized as follows: The cost

evaluation will be based on the total cost proposed for required services as itemized in Appendix B. The proposal with the lowest overall total cost proposed will receive all the cost points as assigned in the Evaluation Criteria below. Other proposals will be assigned a portion of the maximum score using the formula: Lowest Cost / other proposal cost x total possible cost points.

EVALUATION CRITERIA Mandatory Submission Requirements Met Pass/Fail Business Information (4.8) 50 points Organization and Staffing (4.9) 50 points Scope of Work (5.) 200 points Oral/Product Demo (8) 400 points

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Cost (Appendix B) (6.) 300 points Total Points 1000 points

9. SOFTWARE TERMS 9.1 Proposed Software: The System and all software and/or firmware of the System proposed

by the Bidder, must be operational in a verifiable production environment. Operational in a verifiable production environment shall mean: the version of the software proposed by the Bidder is being used; the software is used by an organization other than the Bidder in the normal course of such organization’s business; the software is not used in a testing or otherwise reduced capacity; and, all the mandatory software operational functionality specified in the Solicitation is in use by such organization. Additionally, all software proposed must be operational in a verifiable production environment for no less than 120 working days (not calendar days unless the software runs 24/7) prior to the release date of the Solicitation, unless specified otherwise. PROPOSED SOFTWARE VERSION NUMBERS MUST BE LISTED IN BIDDER’S PROPOSAL.

9.2 System Warranty: Notwithstanding any other term in the State of Idaho Standard Contract

Terms and Conditions, State of Idaho Solicitation Instructions To Vendors, State of Idaho Special Terms and Conditions for Customized Software and Related Services, or the Bidder’s Proposal, the following warranties shall apply to the Agreement. Bidder represents and warrants that:

9.2.1 The Software, in whole and in part, shall operate in the vendor’s or vendor’s

established service environment in accordance with the specifications of this solicitation and the Acceptance Test Script and Acceptance criteria established by the University, and shall be free from defects for a minimum period of 365 days from the date of Acceptance of the Property by the University. 9.2.2 Contractor/Vendor has the full power and authority to grant the University any license offered in the Proposal.

9.2.3 Contractor shall repair or replace, within a commercially reasonable time unless

otherwise specified in this Solicitation and at its sole cost and expense, any portion of the Software and the Hardware or any services failing to comply with the warranties granted in this section during the warranty period offered by Contractor. If Contractor fails to repair or replace such portion of the Software and the Hardware or any services within the required time, the University may, in its sole discretion, act to repair or replace all or a portion of the Software and the Hardware or re-perform the services and the Contractor shall reimburse the University for all costs incurred by the University to repair or replace the Software and the Hardware or to re-perform the service.

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APPENDIX A

Scope of Work (The contractor’s proposal will be included in the contract as Appendix A – Scope of Work)

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ATTACHMENT 1 OFFEROR QUESTIONS

PLEASE DO NOT IDENTIFY YOUR NAME OR YOUR COMPANY’S NAME IN YOUR QUESTIONS. ADD ROWS BY HITTING THE TAB KEY WHILE WITHIN THE TABLE AND WITHIN THE FINAL ROW. The following instructions must be followed when submitting questions using the question format on the following page.

1. THIS FORM, AND THIS FORM ONLY IS TO BE USED. 2. DO NOT CHANGE THE FORMAT OR FONT. Do not bold your questions or change the

color of the font. 3. Questions must be received on time or will be rejected and not considered. 4. Enter the RFP section number that the question is for in the “RFP Section” field (column

2). If the question is a general question not related to a specific RFP section, enter “General” in column 2. If the question is in regards to a State Term and Condition or a Special Term and Condition, state the clause number in column 2. If the question is in regard to an attachment, enter the attachment identifier (example “Attachment A”) in the “RFP Section” (column 2), and the attachment page number in the “RFP page” field (column 3).

5. Do not enter text in column 5 (Answers). This is for the University’s use only.

6. Once completed, this form is to be emailed per the instructions in the RFP. The email subject line is to state the RFP number followed by “Questions.”

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Event Management and Ticketing Software , RFP#14-079 Questions are due by 5:00 PM MT, per the date listed in 1. Administrative Information.

Question RFP Section RFP Page

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ATTACHMENT 2 REFERENCES

INSTRUCTIONS TO THE OFFEROR:

Offerors must provide three (3) written professional references from individuals, companies, or agencies with knowledge of the offeror’s experience that is similar in nature to the products or services being requested by this RFP, and are in within the last three (3) from the date this RFP was posted on the University website. References not received prior to RFP closing date and time will receive a score of “0” for that reference. References outside the three (3) years, and references determined to be not of a similar nature to the products or services requested by this RFP will also receive no (zero) points. Determination of similarity will be made by using the information provided by the reference in Section II General Information and any additional information provided by the reference. If more than three (3) references are received, the first three (3) fully completed references received will be used for evaluation purposes.

1. Offerors must complete the following information on page 2 of the “Reference’s Response To” document before sending it to the Reference for response. a. Print the name of your reference (company/organization) on the “REFERENCE NAME”

line. b. Print the name of your company/organization on the “OFFEROR NAME” line. 2. Send the “Reference’s Response To” document to your references to complete.

NOTE: It is the offerors responsibility to follow up with their references to ensure timely receipt of all questionnaires. Offerors may e-mail the RFP Lead twenty-four (24) hours prior to the RFP closing date to verify receipt of references.

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REFERENCE’S RESPONSE TO: RFP: 14-079

Event Management & Ticketing Software

REFERENCE NAME (Company/Organization): ________________________________________ OFFEROR (Vendor) NAME (Company/Organization): _________________________________ has submitted a proposal to Boise State University to provide the following services: Ticketing Software We’ve chosen you as one of our references.

INSTRUCTIONS 1. Complete Section I. RATING using the Rating Scale provided. 2. Complete Section II. GENERAL INFORMATION (This section is for information only and will

not be scored.) 3. Complete Section III. ACKNOWLEDGEMENT by manually signing and dating the document.

(Reference documents must include an actual signature.) 4. E-mail or fax THIS PAGE and your completed reference document, SECTIONS I through III

to: RFP Lead: Mike Carr E-mail: mikecarr@boisestate.edu Fax: 208-426-1152

5. This completed document MUST be received by the solicitation closing date. Reference

documents received after this time will not be considered. References received without an actual signature will not be accepted.

6. DO NOT return this document to the Offeror (Vendor). 7. In addition to this document, the University may contact references by phone for further

clarification if necessary.

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Section I. RATING

Using the Rating Scale provided below, rate the following nine (9) items by circling the appropriate number for each item:

Rating Scale Category Score

Poor or Inadequate Performance 0

Below Average 1 – 3

Average 4 – 6

Above Average 7 - 9

Excellent 10

Circle ONE number for each of the following nine items: 1. Rate the overall quality of the vendor’s services:

10 9 8 7 6 5 4 3 2 1 0 2. Rate the response time of this vendor:

10 9 8 7 6 5 4 3 2 1 0 3. Rate how well the agreed upon, planned schedule was consistently met and

deliverables provided on time. (This pertains to delays under the control of the vendor):

10 9 8 7 6 5 4 3 2 1 0

4. Rate the overall customer service and timeliness in responding to customer service inquiries, issues and resolutions:

10 9 8 7 6 5 4 3 2 1 0 5. Rate the knowledge of the vendor’s assigned staff and their ability to accomplish

duties as contracted:

10 9 8 7 6 5 4 3 2 1 0 6. Rate the accuracy and timeliness of the vendor’s billing and/or invoices:

10 9 8 7 6 5 4 3 2 1 0

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7. Rate the vendor’s ability to quickly and thoroughly resolve a problem related to the

services provided:

10 9 8 7 6 5 4 3 2 1 0

8. Rate the vendor’s flexibility in meeting business requirements:

10 9 8 7 6 5 4 3 2 1 0

9. Rate the likelihood of your company/organization recommending this vendor to others in the future:

10 9 8 7 6 5 4 3 2 1 0

Section II. GENERAL INFORMATION

1. Please include a brief description of the ticketing services provided by this vendor for your

business:

2. During what time period did the vendor provide these services for your business?

Month:_________ Year:_________ to Month:_________ Year:_________

Section III. ACKNOWLEDGEMENT

I affirm to the best of my knowledge that the information I have provided is true, correct, and factual: ____________________________________ ________________________________ Signature of Reference Date ____________________________________ ________________________________ Print Name Title ____________________________________ Phone Number

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ATTACHMENT 3 DEFINITIONS

Definitions The following definitions are meant to supplement the definitions found in the State of Idaho Standard Contract Terms and Conditions, State of Idaho Solicitation Instructions To Vendors, and State of Idaho Special Terms and Conditions For Customized Software And Related Services. Where used within this Request for Proposal, they shall have the following definitions. 24 x 7 x 52 - Stands for “twenty-four hours a day, seven days a week, and fifty-two weeks per year.” This term may be used to describe access, services or support that is expected to be available at all times during a year. Acceptance – Unless otherwise specified within this document, when the Property (defined per the State of Idaho Standard Contract Terms and Conditions) does not include installation, acceptance shall occur ninety (90) work days after delivery. When the Property includes installation, acceptance shall occur ninety (90) work days after the completion of installation unless otherwise specified in this document. Acceptance shall not occur if the University notifies the Contractor in writing within the applicable ninety (90) work day period that the property does not satisfy the terms of the Agreement or otherwise fails to pass test procedures or programs established under the Agreement. Acceptance Tests – The tests that are conducted using the Acceptance Test Script, as applicable, to determine there are no Failures for 90 (unless otherwise specified) consecutive work days, that must be satisfied before Acceptance can occur, and that are incorporated herein by this reference. Acceptance Test Script – The script or process that is produced by the University (or produced by the Contractor and approved by the University), that describes how the Acceptance Tests will be performed, and that is incorporated herein by this reference. Accounting Period – Sunday through Saturday. Agency - Any State of Idaho governmental unit with a three digit State Controller’s Statewide Accounting and Reporting System (STARS) agency code or a State of Idaho political subdivision (“Public Agency”-1C67-2327). Agreement – Reference State Of Idaho Standard Contract Terms and Conditions. Apparent Successful Bidder (ASB) – The apparent lowest, responsive, and responsible Bidder. Bid – Reference State of Idaho Solicitation Instructions to Vendors. Bidder – Reference State of Idaho Solicitation Instructions to Vendors. Interchangeable with ‘proposer.’ Bidder/Consultant/Proposer – Any individual, partnership, or corporation submitting a

RFP 14-079 Page 41 of 46 12/20/2013

proposal/offer in response to this Solicitation. Confidential Information - Reference State Of Idaho Standard Contract Terms and Conditions. Contract –Where used shall have the same meaning as the term “Agreement”. Contractor – Reference State Of Idaho Standard Contract Terms and Conditions. Evaluated – Bidder shall assume that all specifications contained within this solicitation, and the Bidder responses to those specifications, will be evaluated and scored. If a specification contains the word “Evaluated”, that specification may be scored at a higher value than other specifications. Failure – A failure by the Software or Property, in whole or in part, to conform to the Specifications and other criteria established by the Agreement. Fully Burdened Cost or Rate– The term “fully burdened” shall mean a fixed cost that shall include all direct and indirect costs including travel, lodging and out-of-pocket costs. Hardware – Property required for the execution of Software instructions. Implementation Plan (or Project Schedule, or Project Plan, or Work Plan) – The plan which will be agreed to by the parties, which describes the schedule for this project and responsibilities for certain tasks to be performed in connection with this Agreement, and which will be incorporated herein upon its completion. Installation Date – The date on which installation of the Software and/or Hardware or Property is completed and the Software and/or Hardware or Property is certified by the Contractor as ready for testing. Installation Site – The address where the Software and/or Hardware or Property is to be installed, as designated by the University. ITRMC - Information Technology Resource Management Council. ITRMC reviews and evaluates the information technology and telecommunications systems presently in use by State agencies, recommends and establishes statewide policies, and prepares statewide short and long-range information technology and telecommunications plans. In Writing or Written Notice – Any letter or memo sent via fax, U.S. Postal Service, United Parcel Service, FedEx, or via e-mail. Invitation to Bid (ITB) – Reference State of Idaho Solicitation Instructions to Vendors. Mandatory - Where a specification states that compliance is mandatory, noncompliance will result in immediate disqualification and no further evaluation of the proposal will occur. The University reserves the right to determine what is a mandatory specification or requirement. The University reserves the right to determine whether the proposal meets the specifications stated within this solicitation. Mandatory/Evaluated – Where the words “Mandatory/Evaluated” occur regarding a specification within this solicitation, the Bidder shall provide the functionality being requested.

RFP 14-079 Page 42 of 46 12/20/2013

To not do so shall render the proposal “non-responsive”, and no further consideration will be given to the proposal. “Evaluated” means that the University will evaluate the mandatory functionality required. Proposals offering the “best fit” within the University’s required IT environment, will receive higher scoring for the mandatory requirement. Major Deliverable – An activity within the Project Schedule that has been agreed upon by the University and Contractor as being of significant importance to the wellbeing and success of the implementation, and identified within the Project Schedule, as a candidate for Acceptance Testing, and Acceptance. Must, Shall, Will - Where the words “must”, “shall”, or “will” occurs, the words declare a mandatory requirement or specification upon the Bidder. Failure to meet the mandatory requirement or specifications will deem the proposal non-responsive. Normal Operation Hours – Unless otherwise stated, the normal operating hours of the University are to be considered to be 8:00 a.m. until 5:00 p.m. Mountain time, Monday through Friday, with the exception of University holidays. Offeror – Reference State of Idaho Solicitation Instructions to Vendors. Production Environment – At a minimum, a production environment shall be considered to be a software and/or hardware environment where live data from a customer of the Contractor or Bidder is processed real time within the software and/or hardware environment as a business function of the customer. Property - Reference State Of Idaho Standard Contract Terms and Conditions. Proposal - Reference State of Idaho Solicitation Instructions to Vendors. Public Records - Reference State Of Idaho Standard Contract Terms and Conditions. Purchase Order - Reference State of Idaho Solicitation Instructions to Vendors. Response Time – The time within which the software responds to University actions as part of the Acceptance Tests and during the Warranty Period. Following are definitions for specific Response Time measurements which apply to the Software: Ad Hoc Reporting - The time required for the printing of an ad hoc report by the Software, beginning after initiation of the request from the University to the Software for the printing of a report from the Software until the report is printed; New Screen Page Time – The time elapsed from the time a new screen is requested by pressing an enter key or similar action until such time that the last character is displayed on screen and the Software is available for use by the University at that equipment; Print Initiation Time – Except for Ad Hoc Reporting Time printing time, the elapsed time from the command to print a screen or report until it starts printing the first character of the first page of the document; Processing Time – The time elapsed from the time all data are entered by pressing an enter key or similar action, the computed data are displayed on the Equipment screen, and the Software is available for use by the University at the equipment;

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Record Retrieval Time – The time elapsed after the retrieve command is given until the last character is displayed on the screen and the Software is available for use by the University at that equipment; Record Search Time – The time elapsed after the search command is given (after entering the data keys for the search) until the last character is displayed on screen and the Software is available for use by the University at that equipment; Screen Edit Time – The time elapsed after the last field is filled on the screen with an enter command until all field entries are edited and the Software is available for used by the University at that equipment.

Responsible Bidder - Reference State of Idaho Solicitation Instructions To Vendors Clause 7, “Determination of Responsibility”. Responsive Bidder - A Bidder that has submitted a timely proposal or offer that conforms in all material respects with the submission and format requirements of the solicitation, and has not qualified or conditioned their proposal or offer. Request for Proposal (RFP)- Reference State of Idaho Solicitation Instructions to Vendors. Schedule – The schedule of tasks to be performed by the parties, as described in the Implementation Plan. Service Installation Date – The date on which the Software and/or Hardware or Property has passed all testing and is accepted by the University and placed into production. Software – The source code version of the computer software licensed or owned as created by Contractor for the University, and specified in the Solicitation. Enhancements will be considered as Software when provided to University under the Maintenance Agreement. Solicitation - Reference State of Idaho Solicitation Instructions to Vendors. Specifications – Shall include the following: University Specifications – Those specifications of the property being procured as defined in the Solicitation and all amendments to the Solicitation and Agreement. Contractor Specifications – Contractor’s published and periodically updated specifications for the Software, the Documentation, the Response Times, and any additional requirements as called for by the Solicitation or Agreement.

Time – All references to time refer to local Mountain time in Boise, Idaho. Users - Mandatory or Voluntary User(s), as defined herein, or both, as the case may be. Vendor - Reference State of Idaho Solicitation Instructions to Vendors. Warranty Period – Unless otherwise stated by the University Specifications, a one year period for the Software beginning after Acceptance.

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Working\Business Calendar Day - Monday through Friday, except for legal Holidays observed by the State of Idaho.

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ATTACHMENT 4

SIGNATURE PAGE

THIS SHEET MUST BE FILLED OUT, SIGNED AND RETURNED WITH PROPOSAL.

THE UNDERSIGNED HEREBY OFFERS TO SELL TO BOISE STATE UNIVERSITY THE

SPECIFIED PROPERTY AND/OR SERVICES, IF THIS QUOTE IS ACCEPTED WITHIN A

REASONABLE TIME FROM DATE OF CLOSING, AT THE PRICE SHOWN IN OUR QUOTE

AND UNDER ALL THE TERMS AND CONDITIONS CONTAINED IN, OR INCORPORATED

BY REFERENCE, INTO THE BOISE STATE UNIVERSITY’S SOLICITATION.

SUBMISSION OF A QUOTE TO BOISE STATE UNIVERSITY CONSTITUTES AND SHALL

BE DEEMED AN OFFER TO SELL TO BOISE STATE UNIVERSITY THE SPECIFIED

PROPERTY AND/OR SERVICES AT THE PRICE SHOWN IN THE QUOTE AND UNDER THE

STATE OF IDAHO’S TERMS AND CONDITIONS.

AS THE UNDERSIGNED, I ALSO CERTIFY I AM AUTHORIZED TO SIGN THIS QUOTE FOR

THE VENDOR AND THE QUOTE IS MADE WITHOUT CONNECTION TO ANY PERSON,

FIRM, OR CORPORATION MAKING A QUOTE FOR THE SAME GOODS AND/OR

SERVICES AND IS IN ALL RESPECTS FAIR AND WITHOUT COLLUSION OR FRAUD.

NO LIABILITY WILL BE ASSUMED BY BOISE STATE UNIVERSITY FOR A VENDOR’S

FAILURE TO OBTAIN THE TERMS AND CONDITIONS IN A TIMELY MANNER FOR USE

IN THE VENDOR’S RESPONSE TO THIS SOLICITATION OR ANY OTHER FAILURE BY

THE VENDOR TO CONSIDER THE TERMS AND CONDITIONS IN THE VENDOR’S

RESPONSE TO THE SOLICITATION.

Please complete the following information:

VENDOR (Company Name)_______________________________________________________

ADDRESS____________________________________________________________________

CITY _________________________ STATE _______________ ZIP CODE _______________

TOLL-FREE #___________________________ PHONE #_____________________________

FAX #_________________________________ EMAIL________________________________

FEDERAL TAX ID / SSN #______________________________________________________

SIGNATURE PAGE MUST BE SIGNED & RETURNED FOR BID TO BE CONSIDERED.

_________________________________________ ________________________________

Signature Date

_________________________________________ ________________________________

Please type or print name Title