1 LEGAL NOTICE TO BIDDERS Memphis Management Group, LLC (MMG) on behalf of the Memphis Cook Convention Center Commission hereby issues a Request for Proposals for Comprehensive Ticketing Software Bids may be obtained at the office of the Memphis Cook Convention Center, 3 rd Floor Southwest, 255 North Main Street, Memphis, Tennessee 38103 between the hours of 9:00 a.m. to 4:00 p.m., Monday through Friday. CRITICAL DATES: Issue Request for Proposals: Thursday, March 30, 2017 Deadline for Submission of Written Questions/Inquiries: Thursday, April 13, 2017 – 4:00 p.m. CDT Written Response Provided to All Questions/Inquiries: Friday, April 14, 2017 Due Date for Proposals: Tuesday, April 18, 2017 – 2:00 p.m. CDT Announce Finalists: Thursday, April 20, 2017 Mandatory Online Demo of System & Finalist Interviews: Monday, April 24, 2017 Announce Successful Contractor: Wednesday, April 26, 2017 “Go Live” Date: Saturday, July 1, 2017 AWARD OF CONTRACT WILL BE DETERMINED BY MEMPHIS MANAGEMENT GROUP (MMG) AND WILL BE BASED ON THE CRITERIA OUTLINED IN THE RFP. MMG ENCOURAGES THE PARTICIPATION OF MBE AND WBE BUSINESSES, AS DEFINED BY THE CITY OF MEMPHIS, IN THE BID PROCESS. GENERAL INSTRUCTIONS TO BIDDERS Project Summary – Furnish all labor, services, materials and equipment required for a ticketing software system that will fulfill the Cannon Center for the Performing Arts and (on a preferred basis only) the Memphis Cook Convention Center’s ticketing needs, as well as provide ways to assist in marketing, revenue generation, and customer service. Bidders are required to have a minimum of five (5) years’ experience in providing similar services to a similar venue. A request for an exception to this or any other requirement must be approved in writing by MMG prior to the bid deadline. Unsigned bids will be considered nonconforming. Bids containing terms and conditions other than those contained herein, may be considered nonconforming. MMG reserves the right to reject any and all bids and to waive any informality in bidding.
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LEGAL NOTICE TO BIDDERS
Memphis Management Group, LLC (MMG) on behalf of the Memphis Cook Convention Center Commission
hereby issues a Request for Proposals for Comprehensive Ticketing Software
Bids may be obtained at the office of the Memphis Cook Convention Center, 3rd Floor Southwest, 255 North Main Street, Memphis, Tennessee 38103 between the hours of 9:00 a.m. to 4:00 p.m., Monday through Friday. CRITICAL DATES:
Issue Request for Proposals: Thursday, March 30, 2017
Deadline for Submission of Written Questions/Inquiries: Thursday, April 13, 2017 – 4:00 p.m. CDT
Written Response Provided to All Questions/Inquiries: Friday, April 14, 2017
Due Date for Proposals: Tuesday, April 18, 2017 – 2:00 p.m. CDT
Announce Finalists: Thursday, April 20, 2017
Mandatory Online Demo of System & Finalist Interviews: Monday, April 24, 2017
Announce Successful Contractor: Wednesday, April 26, 2017
“Go Live” Date: Saturday, July 1, 2017
AWARD OF CONTRACT WILL BE DETERMINED BY MEMPHIS MANAGEMENT GROUP (MMG) AND WILL BE BASED ON THE CRITERIA OUTLINED IN THE RFP. MMG ENCOURAGES THE PARTICIPATION OF MBE AND WBE BUSINESSES, AS DEFINED BY THE CITY OF MEMPHIS, IN THE BID PROCESS.
GENERAL INSTRUCTIONS TO BIDDERS Project Summary – Furnish all labor, services, materials and equipment required for a ticketing software system that will fulfill the Cannon Center for the Performing Arts and (on a preferred basis only) the Memphis Cook Convention Center’s ticketing needs, as well as provide ways to assist in marketing, revenue generation, and customer service. Bidders are required to have a minimum of five (5) years’ experience in providing similar services to a similar venue. A request for an exception to this or any other requirement must be approved in writing by MMG prior to the bid deadline.
Unsigned bids will be considered nonconforming. Bids containing terms and conditions other than those contained herein, may be considered nonconforming. MMG reserves the right to reject any and all bids and to waive any informality in bidding.
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MEMPHIS MANAGEMENT GROUP, LLC
Cannon Center for the Performing Arts
Memphis Cook Convention Center
REQUEST FOR PROPOSALS
To provide Comprehensive Ticketing Software
Project Title: Comprehensive Ticketing Software Proposal Due Date: Tuesday, April 18, 2017 – 2:00 P.M. CDT Proposer Eligibility: Submission of proposals is open to those vendors/proposers who satisfy
the minimum qualifications stated herein. RFP CONTENTS
I. Introduction ....................................................................................................................................... 3
II. Instructions to Proposers .................................................................................................................... 4
III. Technical Specifications ...................................................................................................................... 7
IV. Management Specifications ................................................................................................................ 8
V. Financial Specifications ..................................................................................................................... 10
VI. Miscellaneous Provisions .................................................................................................................. 10
Appendices ...................................................................................................................................... 13 APPENDIX A - CERTIFICATIONS AND ASSURANCES ......................................................................................... 13 APPENDIX B - SCOPE OF SERVICES .............................................................................................................. 14 APPENDIX C - INSTALLATION, TRAINING, AND SUPPORT PLANNING .................................................................. 27 APPENDIX D - FEES AND REBATES ............................................................................................................... 29
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I. INTRODUCTION The Memphis Management Group, with offices in Memphis, Tennessee, hereafter referred to as “MMG”, is initiating this Request for Proposal (RFP) to solicit proposals from qualified companies and firms interested in providing exclusive, comprehensive ticketing software for the Cannon Center for the Performing Arts and preferred services for the Memphis Cook Convention Center (MCCC), as well as providing ways to assist in marketing, revenue generation and customer service. The facility currently uses a ticketing system provided by Ticketmaster. MMG is the management group which provides overall management services under contract to the Memphis Cook Convention Center Commission (MCCCC). The MCCC and Cannon Center for the Performing Arts are convention and performing arts facilities owned by the City of Memphis, Tennessee. MMG intends to contract with the successful proposer to provide the services set forth herein. The goal of MMG is to obtain a robust, yet easy-to-use, comprehensive ticketing software system for the complex.
A. Background
The Cannon Center for the Performing Arts is a 2,072-seat, multi-purpose performing arts center which opened in 2003. This venue will host more than 80 ticketed and non-ticketed events during the year. The Memphis Symphony Orchestra is the primary tenant at the theater and uses its own ticketing platform. Attached to the Cannon Center is the Memphis Cook Convention Center, which opened in 1974. It is the region’s premier convention and exhibition venue. The MCCC experienced a $110 million expansion in 2003. On average, more than 250 events are held at MCCC each year. An average of more than 410,000 guests visit the MCCC each year. Please go to www.thecannoncenter.com and www.memphisconvention.com for further information.
B. Definitions for the purposes of this RFP:
City of Memphis, Tennessee – Owner of the facilities and owners of all personal properties within the facilities. Contractor – Person or company whose proposal has been accepted by MMG to provide the services outlined in this Request for Proposal and who will be offered a formal written contract. MCCCC – The Memphis Cook Convention Center Commission governing board of the facilities. MMG – The Memphis Management Group, a non-profit corporation of the State of Tennessee, any division, section, office, unit, or other entity of MMG, or any of the officers or other officials lawfully representing MMG.
Proposer – Person, firm or company submitting a proposal in order to attain a contract with MMG. Request for Proposal (RFP) – Formal procurement for a service or need. Subcontractor – One not in the employment of the contractor, who is performing all or part of those services under this contract under a separate contract with the Contractor. The terms “subcontractor” and “subcontractors” means subcontractor(s) in any tier.
The Proposer is specifically notified that failure to comply with any part of the Request for Proposal may result in rejection of the proposal as non-responsive.
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II. INSTRUCTIONS TO PROPOSERS
A. Proposal shall include, but not be limited to:
1. Technical Proposal. The technical proposal must contain all work requirements necessary to accomplish the tasks as defined in the RFP. It will outline the proposed approach, methodology, work plan, and schedules necessary to accomplish the tasks and to produce the deliverables.
2. Management Proposal. The management proposal must contain information regarding the firm’s staff qualification, related experience, and references as requested in this RFP.
3. Financial Proposal. Provide a complete and inclusive breakdown of fees and rebates for the
proposed work. Exclusions may render bids invalid unless otherwise approved in writing by MMG prior to the bid deadline (See Appendix D).
4. Appendices Responses. In Appendix B and Appendix C, please provide your best response to
each question or statement.
B. Submission of Proposals
Five (5) copies of the proposal are required as well as one “electronic” copy submitted on a Compact Disc or USB flash drive or DVD. The proposal, whether mailed or hand-delivered, must arrive at the Administrative Offices of the MCCC at the address shown below no later than 2:00 P.M. Central Daylight Saving Time on Tuesday, April 18, 2017. The proposal shall be addressed in the following manner: Memphis Management Group C/O Memphis Cook Convention Center & Cannon Center for the Performing Arts 255 North Main Street Memphis, Tennessee 38103 Attn: Mrs. Tommie Thompson Proposers mailing proposals should allow normal mail delivery time to ensure timely receipt of their proposals by the RFP Coordinator. Late proposals will not be accepted and will be automatically disqualified from consideration. All proposals and any accompanying documentation become the property of MMG and will not be returned.
C. RFP Coordinator (continued on the following page)
The RFP Coordinator is the sole point of contact for this Request for Proposal process. Any communication or contact with any other officer, director, agent, board member, or employee of MMG or the Memphis Convention & Visitors Bureau, that pertains directly or indirectly to this RFP, could automatically disqualify Proposer from consideration. All communications between the Proposers and MMG upon receipt of this RFP shall be in writing only with the RFP Coordinator as follows:
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Name: Mrs. Tommie Thompson Address: Memphis Cook Convention Center & Cannon Center for the Performing Arts 255 North Main Street City/State/Zip: Memphis, Tennessee 38103 Email: [email protected]
D. Site Inspection
Proposers may arrange to inspect the facilities by calling the RFP Coordinator. E. Proposed Format
All proposals must be on eight and one-half by eleven (8-1/2 X 11) inch paper, typed, and placed in binders with tabs separating major sections.
F. Proposal Presentation
Proposals must be signed and dated by the President or Chief Executive Officer of the corporation, the managing partner if a partnership, or the proprietor if a sole proprietorship.
G. Proposal Evaluation
Proposals and oral presentations will be reviewed, evaluated, and scored by an evaluation committee consisting of representatives from MMG and/or other sources if considered appropriate by MMG.
Written submittals and oral presentations, if necessary, will be utilized in selecting the successful proposal.
H. MMG reserves the right, at its sole discretion, to reject any and all proposals.
The final selection will be that proposal which, in the opinion of MMG after review of all submissions by the evaluation committee, best meets the requirements set forth in the RFP and is in the best interest of MMG.
I. The following weights will be assigned to the proposal for evaluation purposes:
Technical 35 percent
Management 10 percent
Financial 50 percent
MBE / WBE Participation 5 percent
TOTAL 100 percent
The proposal will be evaluated strictly in accordance with the requirements set forth in this RFP.
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J. Additional Evaluation Criteria
When evaluation of the proposals produces numerical ratings that are substantially equivalent, i.e., scores separated by 5% or less of the total available points, MMG reserves the right to award the contract to the proposer whose proposal is deemed to be in MMG’s best interest.
K. RFP Revisions
In the event it becomes necessary to revise any part of the RFP, addenda will be provided to all persons/firms who receive the RFP. If any prospective proposer has reason to doubt whether MMG is aware of the proposer’s interest, it is incumbent on the proposer to notify the RFP Coordinator to be sure that addenda are received. Such notice should be sent to the RFP Coordinator identified in Paragraph C.
L. Non-Responsive Proposals
Proposals that do not address all areas requested by this RFP may be deemed non-responsive and may not be considered for any possible contract awarded as a result of this RFP. Proposals providing less than 60 days for acceptance by MMG from the date set for opening of proposals will be considered non-responsive and will be rejected.
M. Proposal is Complete and Final
MMG reserves the right to make an award without further discussion of the proposals submitted. Therefore, the proposal should be submitted initially on the most favorable terms that the Proposer can propose. The Proposer shall specifically stipulate that the proposal is predicated upon the acceptance of all the terms and conditions contained in the Request for Proposal.
Proposer should be prepared to accept this RFP for incorporation into a contract resulting from this RFP. Contract negotiation may provide for the incorporation of the Proposer’s proposal. This RFP does not obligate MMG to contract for services specified herein.
N. Notice to Proceed
Notice to proceed with installation of the system will commence upon the execution of the Comprehensive Ticketing Software Agreement.
O. Proposals Based on RFP Material
Proposals shall be based on the material contained in the RFP. The Proposer is instructed to disregard any previous draft material it may have received and/or any oral representations.
P. Notification
Firms whose proposals have not been selected for further negotiation or award will be notified in writing at the email address given in the proposal after the award is made.
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Q. MMG not Liable For Costs
MMG will not be liable for any costs incurred by the proposer associated with the preparation of a proposal submitted in response to this RFP.
R. Proposer Minimum Qualifications
The Proposer must have five (5) years’ experience in providing similar services in a venue similar to the Cannon Center. The proposer must have the capacity to meet the requirements set out in this Request for Proposal.
Proposers who do not meet these minimum qualifications shall be deemed non-responsive and will not receive further consideration.
S. Anticipated Schedule of Activities
Issue Request for Proposals: Thursday, March 30, 2017
Deadline for Submission of Written Questions/Inquiries: Thursday, April 13, 2017 – 4:00 p.m. CDT
Written Response Provided to All Questions/Inquiries: Friday, April 14, 2017
Due Date for Proposals: Tuesday, April 18, 2017 – 2:00 p.m. CDT
Announce Finalists: Thursday, April 20, 2017
Mandatory Online Demo of System & Finalist Interviews: Monday, April 24, 2017
Announce Contractor: Wednesday, April 26, 2017
“Go Live” Date: Saturday, July 1, 2017
III. TECHNICAL SPECIFICATIONS
Proposal must contain a comprehensive work plan describing in sufficient detail the proposer’s planned approach to the work defined in the Scope of Services in Appendix B of this RFP. The plan must be in sufficient detail to convey to members of the evaluation team, the proposer’s knowledge of the subjects and skills necessary to fulfill the requirements of this RFP. The technical proposal shall include but not be limited to:
A. Project Manager
Proposer shall provide, at a minimum, one Project Manager who will give priority to the development and implementation of this project. The Project Manager shall be highly qualified from the standpoint of technical abilities, experience, and managerial capabilities. The Project Manager will be available to meet with or discuss by phone all required issues with MMG representatives. The Project Manager or other trained personnel shall be capable of accomplishing all of the Scope of Services as described in Appendix B. Compensation for the Project Manager and any other personnel provided by the proposer will be the sole responsibility of the proposer.
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B. Operational Requirements
The services to be provided and the work to be performed by the Proposer in accordance with the terms and conditions of this RFP shall include, but not be limited to, the services outlined in the Scope of Services.
C. Project Schedule
Presented with the proposal shall be your proposed project schedule that outlines the implementing, testing, and accepting of all software, firmware, data conversion and hardware deliverables. The Project schedule must be created by the proposer and identify all major deliverables required to meet the “Go Live” date specified in Item S of Section II.
D. Creativity
Proposer may present any creative approaches that might be appropriate. The Proposer may also provide supporting documentation that would be pertinent to this RFP.
IV. MANAGEMENT SPECIFICATIONS
Provide all information requested below in response to the management requirements of this RFP.
A. Identifying Information
1. Name, address, principal place of business, and telephone number of legal entity with whom contract is to be written.
2. Name, address, and telephone numbers of principal officers (President, Vice President, Treasurer, Chairperson of the Board of Directors, etc.).
3. Legal status of the Proposer and year entity was established.
4. Federal employee ID number.
5. Name of the proposed Project Manager.
6. Location of the facility from which Proposer would operate.
B. Contract Management
1. Provide a description of the proposed project staffing/organization to be used during the
course of the contract, including any subcontractors.
2. Identify key staff by position who will be assigned to the potential contract indicating the responsibilities and qualifications of such personnel and the amount of time each will be assigned to the project.
3. The Proposer must commit that the staff identified in its proposal will actually be assigned to
this project. Any substitution must have prior approval of MMG.
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C. Experience of the Proposer
1. Indicate the experience the Proposer has had providing the type of installation outlined in Appendix C.
2. List at least three (3) current contracts that relate to the Proposer’s ability to perform the
services called for under this RFP. List contract reference numbers, contact persons, email addresses, and telephone numbers.
3. Indicate any other experience that indicates the qualifications of the Proposer for the performance of the potential contract.
4. Proposer must supply names, addresses, email addresses, and telephone numbers of three (3) client references and briefly describe the type of service provided to those clients. The Proposer must grant permission to MMG to contact all references provided.
5. Indicate if the Proposer has had a contract terminated in the last five (5) years and why. D. Subcontractor’s Information Requirement
In the event the Proposer intends to subcontract any of the proposed work stated in its technical proposal, the Proposer shall submit the information required in paragraphs A, B, and C, of Section IV for each proposed subcontractor.
E. Minority/ Women-Owned Business Participation
Diversity and inclusion is highly important to MMG. MMG strongly encourages participation in all of its contracts by minority-owned business enterprise or MBE and Women-owned business enterprise or WBE. The M/WBE participation plan should outline how the Proposer will include Minority and Women owned businesses in the services provided as part of the contract. According to M/WBE City Code Sec. 2-325, Minority and women business enterprise procurement program: Minority-owned business enterprise or MBE means a business (including, without being limited to, a sole proprietorship, partnership, corporation, joint venture or any other business or professional entity):
1. Which is at least 51 percent owned by one or more minority persons, or, in the case of
publicly-owned business, at least 51 percent of all classes of the stock of which is owned by one or more minority persons;
2. Whose management, policies, major decisions and daily business operations are independently controlled by one or more of such minority persons; and,
3. Which performs a commercially useful function.
According to M/WBE City Code Sec. 2-325, Minority and women business enterprise procurement program: Women-owned business enterprise or MBE means, including, without being limited to, a sole proprietorship, partnership, corporation, joint venture or any other business or professional entity: (continued on the following page)
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1. Which is at least 51 percent owned by one or more women, or, in the case of publicly-owned business, at least 51 percent of all classes of the stock of which is owned by one or more women;
2. Whose management, policies, major decisions and daily business operations are independently controlled by one or more of such women; and,
3. Who performs a commercially useful function. V. FINANCIAL SPECIFICATIONS
Provide a complete and inclusive breakdown of fees and rebates for the proposed work as listed in Appendix D. Exclusions may render bids invalid unless otherwise approved in writing by MMG prior to the bid deadline.
VI. MISCELLANEOUS PROVISIONS
A. Authority to Bind MMG
The Chairman of the MCCC and the President, CEO, and VP/General Manager of MMG are the only individual(s) who may legally commit MMG to the expenditures of funds for a contract resulting from this RFP. No cost chargeable to the proposed contract may be incurred before receipt of either a fully executed contract or specific, written authorization from the VP/General Manager.
B. Certification and Assurances
The “Certification and Assurances” form must be signed by the President or Chief Executive Officer of the corporation, the managing partner if a partnership, or the proprietor if a sole proprietorship, and returned with the proposal.
C. Contract Provisions
General Terms and Conditions shall be included in any contract awarded as a result of the RFP and are not negotiable.
D. Insurance Coverage
The Proposer is to furnish MMG with a certificate(s) of insurance executed by a duly authorized representative of each insurer, showing compliance with the insurance requirements set forth below. The Proposer shall, at its own expense, obtain insurance coverage that shall be maintained in full force and effect during the term of the contract. The Proposer shall furnish evidence in the form of a Certificate of Insurance, and a copy shall be forwarded to MMG within five (5) business days of the contract’s effective date. 1. Commercial General Liability Insurance (continued on the following page)
Commercial General Liability Insurance: Proposer shall maintain general liability (CGL) insurance and, if necessary, commercial umbrella insurance, with a limit of not less than $3,000,000 per each occurrence. If CGL insurance contains aggregate limits, the General Aggregate limit shall be at least twice the "each occurrence" limit. CGL insurance shall have
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products-completed operations aggregate limit of at least two times the "each occurrence" limit. CGL insurance shall be written on ISO occurrence form CG 00 01 (or a substitute form providing equivalent coverage). All insurance shall cover liability assumed under an insured contract (including the tort liability of another assumed in a business contract), and contain separation of insured's (cross liability) condition.
2. Employers Liability ("Stop Gap") Insurance
In addition, the Proposer shall buy employer’s liability insurance and, if necessary, commercial umbrella liability insurance with limits not less than $1,000,000 each accident for bodily injury by accident or $1,000,000 each employee for bodily injury by disease.
3. Additional Provisions
Above insurance policy shall include the following provisions:
a) Additional Insured - The MMG, LLC, the Memphis Cook Convention Center & Cannon
Center for the Performing Arts, the Memphis Cook Convention Center Commission, the Memphis Convention and Visitor’s Bureau and the City of Memphis, their appointed officials, agents and employees shall be named as additional insureds on all general liability, excess, umbrella and property insurance policies. All insurance provided in compliance with the contract shall be primary as to any other insurance or self-insurance programs afforded to or maintained by MMG.
b) Cancellation - The MMG shall be provided written notice before cancellation or non-
renewal of any insurance referred to herein. The insurer shall give MMG 45 days advanced notice of cancellation or non-renewal. If cancellation is due to non-payment of premium, MMG shall be given 10 days’ advance notice of cancellation.
c) Identification - Policy must reference MMG’s contract number and the name of Memphis
Management Group, LLC.
d) Insurance Carrier Rating - All insurance and bonds should be issued by companies admitted to do business within the State of Tennessee and have a rating of A+, Class VII or better in the most recently published edition of Best's Reports. Any exception shall be reviewed and approved by the MMG Director of Finance before the contract is accepted or any work begins.
e) Excess Coverage - By requiring insurance herein, MMG does not represent that coverage
and limits will be adequate to protect Proposer, and such coverage and limits shall not limit Proposer's liability under the indemnities and reimbursements granted to MMG.
4. Worker's Compensation Coverage
The Proposer will at all times comply with all applicable workers' compensation, occupational disease, and occupational health and safety laws, statutes, and regulations to the full extent applicable. MMG will not be held responsible in any way for claims filed by the Proposer or their employees for services performed under an agreement issued as a result of this RFP.
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5. Liability Insurance Each Proposer must supply, with their response, proof of insurance from the Proposer’s insurance carrier, outlining the extent of Proposer’s liability coverage, including professional liability coverage.
E. Proprietary Information/Public Disclosure
Materials submitted in response to this competitive procurement shall become the property of MMG. All proposals received shall remain confidential until a contract(s) resulting from this RFP is signed by MMG.
F. Protest Procedure
Proposers protesting this procurement shall follow the procedures described below; protests that do not follow these procedures will not be considered. This procedure constitutes the sole administrative remedy available regarding this procurement and is available only to those Proposers who submitted a response to this solicitation document.
All protests must be in writing and signed by the protesting party or an authorized agent. The Proposer is allowed three (3) business days from the date the successful proposer is announced to file a protest with the RFP Coordinator. Protests may be submitted in writing or by e-mail. The protest must state the grounds for the protest with specific facts and complete statements of the action(s) being protested. A description of the relief or corrective action being requested should also be included. All protests shall be addressed to the RFP Coordinator. Only protests stipulating an issue of fact concerning the following subjects shall be considered:
• A matter of bias, discrimination or conflict of interest on the part of an evaluator.
• Errors in computing the score.
• Non-compliance with procedures described in the procurement document or with MCCC policy.
Protests not based on procedural matters will not be considered. Protests will be rejected as without merit if they address issues such as: 1) an evaluator’s judgment on the quality of a proposal, or 2) MMG’s assessment of its own needs or requirements. Upon receipt of a protest, a protest review will be held by MMG. The MMG President or an employee delegated by the President who was not involved in the procurement will consider the record and all available facts and issue a decision within ten (10) business days of receipt of the protest. If additional time is required, the protesting party will be notified of the delay. In the event a protest may affect the interest of another Proposer under the RFP, such Proposer will be given an opportunity to submit its views and any relevant information on the protest to the RFP Coordinator.
If MMG determines that the protest is without merit, MMG will enter into a contract with the apparent successful proposer. If the protest is determined to have merit, MMG, at its sole discretion, will determine any further course of action.
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APPENDIX A
CERTIFICATIONS AND ASSURANCES
A. I/we make the following certifications and assurances as a required element of the proposal to which this is attached, understanding that the truthfulness of the facts affirmed here and the continuing compliance with these requirements are conditions precedent to the award or continuation of the related contract(s):
A.1. I/we declare that all answers and statements made in the proposal are true and correct.
A.2. The prices and/or cost data have been determined independently, without consultation,
communication, or agreement with others for the purpose of restricting competition.
A.3. The attached proposal is a firm offer for a period of 60 days following receipt, and it may be accepted by MMG without further negotiation (except where obviously required by lack of certainty in key terms) at any time within the 60-day period.
A.4. In preparing this proposal, I/we have not been assisted by any current or former employee of
MMG. (Any exceptions to these assurances are described in full detail on a separate page and attached to this document.)
A.5. I/we understand that MMG will not reimburse me/us for any costs incurred in the preparation of
this proposal. All proposals become the property of MMG, LLC, and I/we claim no proprietary right to the ideas, writings, items, or samples, unless so stated in this proposal.
A.6. Unless otherwise required by law, the prices and/or cost data which have been submitted have
not been knowingly disclosed by the Proposer and will not knowingly be disclosed by him/her prior to opening, directly or indirectly to any other proposer or to any competitor.
A.7. I/we agree that submission of the attached proposal constitutes acceptance of the solicitation
contents and the attached sample contract and general terms and conditions. If there are any exceptions to these terms, I/we have described those exceptions in detail on a page attached to this document.
A.8. No attempt has been made or will be made by the Proposer to induce any other person or firm
to submit or not to submit a proposal for the purpose of restricting competition.
A.9. I/we grant MMG the right to contact references and others, who may have pertinent information regarding the Proposer’s prior experience and ability to perform the services contemplated in this RFP.
_________________________________________________________________________ Signature of Proposer _________________________________________________________________________ Title Date
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APPENDIX B
SCOPE OF SERVICES Use this proposal outline as part of your response to the RFP, and identify it as Appendix B – Scope of Services. Keep in mind, the evaluators will be assessing the methodologies proposed and the completeness of the response to each of the services listed below.
B.1. Mandatory Requirements
B.1.1 Licenses – Describe how the product is licensed, which licenses are required, and which (if any)
licenses are supplied by Proposer. If there are multiple licensing options, please detail each, and describe how the licensing structure offered by the Proposer benefits MMG. Does the system require any third-party licensing for full functionality? If yes, provide details.
B.1.2 Usernames and passwords:
- Confirm that application does not have any user names or passwords hardcoded into the
application configuration. - Confirm that application does not have any user names or passwords located in plain text
anywhere on the system. - Confirm that all usernames and passwords are encrypted.
B.1.3 Proposers must identify any information or resources needed from MMG in order to perform any
of the work.
B.1.4 The system must be able to handle multiple event types including sports, entertainment and performing arts.
B.1.5 The system must provide the ability to connect via API (Application Programming Interface) to another third-party software.
B.1.6 Access control including ticket scanning and mobile ticketing.
B.1.7 Must have the ability to view all customer data and transactions within secondary ticketing platform.
B.1.8 The system must be PCI (Payment Card Industry) compliant and certified. Provide evidence of certification and describe the level of certification.
B.1.9 All ticket sales and rebates, less any fees, shall be electronically deposited to the MMG box office
bank account on a weekly basis for the previous seven (7) days of sales.
B.1.10 As a primary tenant of the Cannon Center for the Performing Arts, the Memphis Symphony Orchestra is granted permission to utilize its own ticketing system for all ticketed events.
B.1.11 MMG reserves the right to allow, at MMG’s discretion, as many as 10 events to utilize an outside
ticketing software system. Of the 10, MMG reserves the right to waive or reduce convenience charges.
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B.2. General Requirements
The successful Proposer must adhere to the requirements listed below at all times during the life of the contract. The Proposer must provide written acknowledgement they agree with and will adhere to these requirements. B.2.1 The Proposer must comply with all federal laws and regulations.
B.2.2 If there is theft or misappropriation of MMG’s confidential information which is due to the gross
negligence or intentional misconduct of Proposer, Proposer shall provide client written notice of theft or misappropriation within three (3) business days of when theft or misappropriation becomes known to Proposer. MMG will have six (6) months from the date of receipt of written notice from Proposer of the theft or misappropriation to provide written notice to the Proposer of its intent to terminate, and to terminate, this agreement. If MMG elects to terminate this agreement pursuant to this section, Proposer will have no right to cure the breach of this agreement in order to prevent MMG from terminating the agreement.
B.2.3 Within five (5) working days after the final signing and accepting of the Agreement, MMG and the Proposer 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 Proposer 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 Services successfully to achieve full compliance with all tasks and deliverables.
B.2.4 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 MMG resetting the initial term so that a full Initial Term of licensing and maintenance under full system operation maybe executed by the MMG.
B.2.5 Should MMG and Proposer be unable to come to an agreement regarding the Project Schedule after the allowed time, MMG will have the right to terminate the Agreement with no liability to the Proposer. MMG will then have the right to enter into an Agreement with the second best qualified Proposer for this Solicitation.
B.2.6 MMG reserves the right to confirm and verify the software version(s) proposed. Specifically, MMG 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 MMG and the Proposer.
B.2.7 Memphis Management Group, LLC registered trademarks, as well as other names, seals, logos, and other indicia (“MMG”) that are representative of the Memphis Management Group, LLC may be used solely with permission of MMG. Notwithstanding the foregoing, the MMG logo may be used in the RFP response for illustrative purposes only. No use may be made of MMG trademarks in any document which implies any association with or endorsement of the services of the bidding company or any other third party.
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B.3. System Performances B.3.1 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.3.2 Describe which resources may be shared (i.e. ticketing server). How are shared resources allocated to minimize impact on a given venue’s processing ability?
B.3.3 What is the storage capacity of customer data, and what fields are available for contact information, including number of addresses? How does the system handle duplicate and merging of accounts and categories of customers?
B.3.4 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 Links?
B.4. Financial Accountability
B.4.1 Provide supporting documentation that includes how it is displayed on processed orders and the payment search functionality.
B.4.2 Does credit card authorization take place in real time?
B.4.3 Does the system allow for online and offline address, zip code and CVV2 verification? If so, please explain configurable parameters.
B.4.4 How are operator-specific audit trails captured for each transaction and written to an administrator-defined output? Give examples.
B.4.5 Does the system allow for remote access to reporting and auditing? If so, describe. Who controls access?
B.4.6 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?
B.4.7 Can client/venue control per ticket/order service fees in accordance with variable/dynamic price points?
B.4.8 Explain credit card processing to bank/merchant processor. How often is it batched? B.5. Systems Interfacing
B.5.1 Is data able to be imported/exported to third party systems?
B.5.2 Does the architecture allow for real-time interfaces amongst varied operating systems? Does it also support batch interfaces automatically?
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B.5.3 What specific third party systems are currently being interfaced by clients with the system?
B.5.4 Can third party providers read/write to data files? If so, in what scenarios is this allowed?
B.5.5 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.
B.6. System Enhancement Requests
B.6.1 How are clients involved in identifying the system’s ‘roadmap’ and future direction? Describe the process.
B.6.2 How are system upgrades initiated? What is the down time?
B.6.3 Provide a two-year product enhancement plan with anticipated delivery dates and a two-year history of product enhancements. What was the driving force for each of these enhancements?
B.7.1 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.7.2 Does the system allow the venue to control all of the data, including how and when customers and prospects are marketed?
B.7.3 Does the system offer a ‘test’ environment for training and beta testing? Can it be accessed by clients?
B.7.4 Describe the security mechanisms in place to protect client/venue proprietary data.
B.7.5 Describe anti-fraud and anti-malice system protections that are in place.
B.7.6 Does the system protect against online ‘robot’ attacks and other fraudulent activities? If so, describe.
B.7.7 Has the system been compromised in any way within the last five (5) years? If yes, explain how it was resolved.
B.8. Ticket Operation Functionality
B.8.1 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?
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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.
g) How does the inventory management work with respect to demand pricing?
B.8.2 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 - Finance - Print history - Method of delivery - Drill down on fee reporting, refunds and voids - Comment Reports/Special Requests - Ticket-type breakdown
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?
B.8.3 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)? B.8.4 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.
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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.
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. B.8.5 Accounting
a) Describe the system’s ability to aid the MMG 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?
B.8.6 Ticket Printing
a) Describe ticket printing capabilities via all channels (immediate, deferred, batch, third party FTP files, mobile, etc.). 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?
B.8.7 Virtual / Paperless Ticketing a) Does the system have ‘paperless’ ticket functionality? If so, describe functionality and
reporting with respect to: - a box office perspective - the purchaser’s 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.
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B.8.8 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?
B.8.9 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 - loyalty 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 venue network? If yes, describe.
B.8.10 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 third-party customer service procedure.
B.8.11 Event Setup and Inventory Control a) Describe how events and new inventory are created. Does this require ticketing vendor
intervention or does venue control these steps? Can venue box office managers build, change, and configure events from start to finish, including changing and/or adding price codes, status codes and scaling?
b) Describe the rollover process for season or subscription accounts and inventory.
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B.9. Sales and Marketing Functionality
B.9.1 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 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.
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).
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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 sale of non-ticket items (such as parking passes, merchandise or food vouchers)? If yes, describe the capabilities.
B.10. Subscription and Package Sales
B.10.1 Does the system support the following types of subscription or packaged sales via sales channels
including 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.10.2 Does the system allow for pro-rated subscription packages?
B.10.3 Does the system allow patrons to choose package seats from a map or is it limited to “best
available” offers?
B.10.4 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? Or a separate report of unpaid seats?
B.10.5 Does the system allow seats within a package to be returned, resold, exchanged, reprinted and/or
cancelled without the entire subscription/package being affected?
B.10.6 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.
B.11. Group Sales
B.11.1 Describe the flexibility the system allows in establishing business rules for groups and what ‘group’
specific functionality the system possesses. B.11.2 Can the system automatically scale price by group size?
B.11.3 Will the system do best available seat searches for large groups of seats? Across sections?
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B.11.4 Will the system provide venue welcome messaging data (e.g. group name on scoreboard)?
B.11.5 Does the system help facilitate group fundraising functionality in any way?
B.11.6 Does the system provide any tools that would help identify/collect data on individual members of a group purchase?
B.12. ADA Ticket Sales
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.
B.13. Luxury Suite / Premium Seating Rentals / Sales
B.13.1 Describe any specific functionality geared towards facilitating luxury suite/premium seating
rentals and/or sales.
B.13.2 Can the system adjust for varying percentage increases in price over multi-year contracts? B.14. Inventory Presentation
B.14.1 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.14.2 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?
B.14.3 Does the system allow for a view from seats for online sales?
B.14.4 Does the system allow for any “choose your seat” feature to be turned on/off per event or venue?
B.14.5 Will the system always return a seating location offer, even if the category requested is unavailable?
B.15. Discounting and Promotions
B.15.1 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.15.2 Does the system allow ‘on fly’ discounting for additional purchase (buy second event get 25% off)? B.16. Service Fees
B.16.1 Does the system account for the following types of service fees? - Per ticket - Per order - Method of delivery - Taxes - Ancillary
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B.16.2 Can the above fees be applied or waived according to sales channel? Price type? Complimentary tickets? Seating category? User/role discretion? Describe.
B.16.3 Can a ticket be returned, cancelled or voided without returning the service fee? Describe.
B.16.4 Can these different fees be separately reported? Can they also be included and excluded on an event audit? Describe.
B.16.5 Does each venue have total control over all fees that customers pay? If not, describe limitations. Are any fees collected by the Proposer? If so, describe.
B.16.6 How are merchant fees handled? What rate, if any, is charged to the customer? B.17. Dynamic and Variable Pricing
B.17.1 How does the system apply predetermined variable and fixed prices for events within a subscription or package? Describe.
B.17.2 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.
B.17.3 How does the system provide a bi-directional data feed to a dynamic pricing third party provider? Describe.
B.17.4 How does the system tie method of delivery to seat location? Describe.
B.17.5 How does the system restrict seat location by zip code? Describe. B.18. Complimentary Tickets
B.18.1 Does the system allow for complimentary tickets to be issued in the same order as paid or discounted tickets?
B.18.2 Can a full value (or other text) be printed on complimentary tickets?
B.18.3 Can complimentary tickets or ancillary items be automatically added on to paid ticket orders? B.19. Sales, Commissions and Tracking
B.19.1 Does the system provide the ability to associate a salesperson with an account? An order within
an account?
B.19.2 Does the system provide a mechanism to track a multi-faceted sales commission plan? If yes, describe.
B.20. Miscellaneous Sales/Marketing Requirements
B.20.1 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?
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B.20.2 Does the system support an integrated mobile and text messaging solution?
B.20.3 Does the system provide analytic data for tracking online experience, abandonment during shopping, success of campaigns, etc.? Are dashboard analytics broken down by venue?
B.20.4 Does the system provide the ability to identify and offer retargeting ads to consumers who fail to purchase products online?
B.20.5 Can the system package and bundle non-ticket items with ticket sales? If so, describe.
B.20.6 Can the online ticket sales tool system be integrated using application programming interfaces (API) for other non-ticketing marketing partners? If so, describe.
B.20.7 Does the system offer a preferred customer or rewards/incentive program? Please describe.
B.20.8 Does Proposer have Facebook and/or other social media integration? Can tickets be sold through those mediums?
B.21. Customer Relations and Database Management
B.21.1 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?
B.21.2 Database Management
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?
B.21.3 Data Mining and Analysis
Is the system capable of integrating with enterprise-class web analytics solutions such as Google Analytics? If applicable, detail the solutions Proposer has currently integrated with. Please describe any data mining and analysis system functionality that is commonly utilized by other clients.
B.21.4 Data Integrity
a) Please describe system tools that help maintain database integrity and hygiene.
b) How does system handle duplicate accounts and address verification?
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B.22. Fundraising and Donor Functionality
B.22.1 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. B.23. Miscellaneous Requirements
B.23.1 Miscellaneous a) Please provide five (5) 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 Proposer 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 Proposer provide a mobile box office solution? Describe.
g) What client group interaction tools or programs are offered? B.24. Identification of Risks and Constraints
Based on the Scope of Services detailed in this RFP, identify any risks or constraints that need to be addressed prior to or during the performance of the Scope of Services, as well as a description of how Proposer will address or mitigate each risk. For example, an incomplete Scope of Services can be both a risk and a constraint. Describe how you would mitigate or overcome this.
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Appendix C
INSTALLATION, TRAINING, AND SUPPORT PLANNING C.1. Installation
Describe the implementation/system conversion process and what Proposer provides as it pertains to each of the items below. MMG expects the Proposer 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
C.2. Training
C.2.1 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
C.2.2 Describe Proposer’s approach to teaching best practices. What resources are used to develop
these best practices?
C.3. Support
C.3.1 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
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C.3.2 The MMG will have the option to require a replacement for any account representative and will approve the initial representative.
C.3.3 Describe the customer support structure, number of support staff, hours of operation, and process for prioritizing problems/issues.
C.4. Hardware and Infrastructure Requirements
The following hardware is to be provided by the Proposer:
- (12) 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)
- Wireless access points to accommodate scanners in the Theater and the Convention Center - On-site servers as needed for the Access Management System (if applicable)
C.5. Implementation
Information and resources needed from the MMG. List all information and resources needed for implementation and Go-Live.
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Appendix D
FEES & REBATES PROPOSAL Pricing will be evaluated using a cost model that offers MMG the best possible value over the initial term of the contract. D.1. The Proposer must use the format established below as the response to the cost proposal of this RFP, and
identify it as “Appendix D: Fees and Rebates Proposal”.
D.2. The Proposer must provide an inclusive rate for each element which must include all operating and personnel expenses, such as: overhead, salaries, profit, supplies, travel, quality improvement.
D.3. Describe in detail the maintenance fee schedule (if any) for the next three (3) years, and how it applies to services, support, and upgrades. Also, any additional add on services and costs.
D.4. Describe any cost sharing expectations. D.5. Fees charged to MMG (IF APPPLICABLE) Use open fields if additional fees apply.
Annual License Fee
One-Time Setup
Travel and Expenses
Hardware Purchases
Fee per ticket printed at Box Office
Payment Processing Internet
Payment Processing Mobile/Tap
Payment Processing Outlet
Payment Processing Phone
Payment Processing Main Box Office
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D.6. Convenience Fees and Rebates Schedule per ticket INTERNET
