Provision of Software and Professional Services Arts and Culture … · 2009-05-05 · 2. Box...

Request for Proposal OCIO.0910.003

Provision of Software and Professional Services

Arts and Culture Centre Box Office Ticketing Solution

Office of the Chief Information Officer Government of Newfoundland & Labrador

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RFP INFORMATION SHEET

Request For Proposal (RFP)

RFP Title: Arts and Culture Centre Box Office Ticketing Solution

RFP #: OCIO.0910.003 Issue Date: May 5th, 2009

Questions Deadline: May 21st, 2009 Closing Date & Time: May 28th, 2009 Proposal Label: Government Purchasing Agency

30 Strawberry Marsh Road

St. John’s, Newfoundland and Labrador

Canada

A1B 4R4

Project Name: Arts and Culture Centre Box Office Ticketing Solution

OCIO.0910.003

Closing Date and Time:

Proponent Name

Proponent Address

Enquiries and Communication : [email protected]


Table of Contents

Section 1.0 - Introduction.................................................................................................................7 1.1 Intent....................................................................................................................................................... 7 1.2 Office of the Chief Information Officer (OCIO) ....................................................................................... 7 1.3 Project Background and Goals............................................................................................................... 7 1.4 General Definitions ................................................................................................................................. 9 1.5 Goods and Services ............................................................................................................................... 9 1.6 Summary of Key Deliverables .............................................................................................................. 10 1.7 Project Approach .................................................................................................................................. 10 Section 2.0 - Instructions to Proponents......................................................................................12 2.1 Proposal Submission............................................................................................................................ 12 2.2 Inquiries and Communication ............................................................................................................... 12 2.3 Proposal Content .................................................................................................................................. 13 2.4 Proposal Format and Required Sections ............................................................................................. 13 2.5 Proposal Acceptance............................................................................................................................ 13 2.6 Disclosure and Confidentiality of Proposals ......................................................................................... 14 2.7 General Terms and Conditions............................................................................................................. 14 2.8 Evaluation ............................................................................................................................................. 15 Section 3.0 - Proponent Profile......................................................................................................18 Section 4.0 - Proponent Experience..............................................................................................21 Section 5.0 - Proposed Team.........................................................................................................23 Section 6.0 – Project Management................................................................................................26 Section 7.0 – Training.....................................................................................................................31 Section 8.0 – Information Management ........................................................................................33 Section 9.0 – Technology Requirements......................................................................................37 Section 10.0 – General Requirements...........................................................................................40 Section 11.0 – Software Licensing Requirements .......................................................................43 Section 12.0 - Financial Proposal Requirements.........................................................................44 Section 13.0 - Functional Requirements.......................................................................................46


Government of Newfoundland and Labrador Office of the Chief Information Officer

SECTION 1.0 - INTRODUCTION 1.1 INTENT

The Office of the Chief Information Officer (OCIO), on behalf of the Arts and Culture Centres, Department of Tourism, Culture and Recreation (DTCR), Government of Newfoundland and Labrador (GNL) is seeking proposals for the supply of Software as a Service (SaaS) for a Box Office Ticketing Solution.

The intent of this Request for Proposal (RFP) is to purchase the use of a ticketing service where ongoing support, maintenance and operations are managed solely by a third-party vendor, rather than building a custom application.

The acquisition of a Box Office Ticketing Service (BOTS) will provide the OCIO with a real-time, enterprise-strength solution that will support ticket processing for all of the Arts and Culture Centres located throughout the Province.

1.2 OFFICE OF THE CHIEF INFORMATION OFFICER (OCIO) The OCIO provides for the operation of the Government of Newfoundland and Labrador’s computer systems and infrastructure, the planning, development and implementation of new IT initiatives, and the coordination of IT and Information Management (IM) for Government and IT industry development.

The focus of the OCIO is on strengthening and modernizing the functions of government. It recognizes that information is a key asset that must be effectively managed to provide benefit. The OCIO has a centralized structure reflecting the operational and strategic role of IT across government.

The OCIO is comprised of five branches with more than 280 employees and 100 contractors:

• The Application Development Branch has a mandate to oversee delivery and implementation of all Government of Newfoundland and Labrador IT projects.

• The Application Services Branch has a mandate to support production systems including the operational support of applications.

• The Operations Branch manages and maintains the hardware, software, network and IT security environment for all government departments and select government agencies.

• The Corporate Operations and Client Services Division is responsible for strategic planning and management of strategic initiatives for information technology and information management, project management and procurement of professional resources from private information technology and information management businesses.

• The Information Management Branch has a mandate for the development of Information Management (IM) policy and standards and provision of IM advisory services to government departments and agencies.

1.3 PROJECT BACKGROUND AND GOALS

1.3.1 CURRENT SYSTEM ENVIRONMENT

There are a total of six Arts and Culture Centres (ACCs) located throughout the province of Newfoundland and Labrador. The names and locations of these centres are as follows:

• Stephenville Arts and Culture Centre - Stephenville, NL

• Corner Brook Arts and Culture Centre - Corner Brook, NL

OCIO.0910.003 Arts & Culture Centre Box Office Ticketing Solution Page 7 of 56


• Gordon Pinsent Centre for the Arts - Grand Falls-Windsor, NL

• Gander Arts and Culture Centre - Gander, NL

• Labrador West Arts and Culture Centre - Labrador City, NL

• St. John’s Arts and Culture Centre - St. John’s, NL

These centres operate as a division of the Department of Tourism, Culture and Recreation (DTCR) in the Government of Newfoundland and Labrador (GNL). The GNL supports operations of the Centres through an annual allocation from the DTCR.

The ACCs constitute a significant business, with a budget in excess of $6.1 million and more than 150 administrative, technical, front of house and box office personnel. From 2002 to 2007, the total activity of all Centres combined surpassed 330 productions annually, with an average of 550 performances. From April 1, 2006 to March 31, 2007, approximately 152,000 tickets were sold for ACC events and performances province-wide.

The current ACC Box Office system operates on an IBM iSeries operating platform primarily out of the Arts and Culture Centre located in St. John’s. It consists of the following components:

1. Internet (E-Mail) Ticket Order Application:

Tickets could previously be ordered on-line by visiting the Arts and Culture Centre website. This website is operated and maintained by a third-party vendor (Breton Solutions Ltd. – St. John’s). The on-line ticket ordering process was e-mail based; that is, patron ticket orders were sent to a mail server, and did not get processed by Arts and Culture Centre ticket agents until the following business day. This application has been discontinued.

2. Box Office Ticketing Application:

Tickets can be purchased by patrons over the telephone, by fax order, or by visiting any of the Box Offices at any Arts and Culture Centre in the province. Ticket order information is entered into a Ticketing System designed by a third-party vendor (Cambridge Software Products). For tickets that are purchased by credit card, the validation process is performed using POS machines that communicate with Moneris (Royal Bank of Canada).

3. Accounting Applications:

o Accounts Payable

o Accounts Receivable

o General Ledger

All accounting applications are designed and maintained by Cambridge Software Products.

4. Scheduling Applications:

o Room Scheduling

o Tour Scheduling

These scheduling applications were written “in-house” using the RPG programming language and have been implemented as “additions” to the current Cambridge systems documented above

Many of the accounting procedures performed by staff at the ACC remote sites are manual, with paper reports, summaries, invoices, statements, etc. mailed to the headquarters at the ACC in St. John’s. There are no reconciliations, trial balances or postings completed by staff at the remote sites. Instead, these functions are performed by accounting staff at the ACC – St. John’s with the aid of the Accounts Payable, Accounts Receivable and General Ledger components of the Cambridge system. Also, there is no automated process to upload ticket revenue transactions to the GNL Financial Management System.



1.3.2 STAKEHOLDERS

• Arts and Culture Centre (ACC): The Arts and Culture Centre is the project sponsor for the Box Office Ticketing Solution and will retain central ownership, governance and accountability for the system.

• Office of the Chief Information Officer (OCIO): The OCIO will be responsible for contract management with the successful proponent vendor to ensure that all provisions documented in the contract, including preservation of GNL security and service performance standards, are maintained and met. OCIO technical staff will be available to provide technical assistance towards activation of the BOTS for all ACC locations.

• Department of Finance (OMSP): The Operational Management and Strategic Planning Division of the Office of the Comptroller General in the GNL Department of Finance are the primary owners of the Financial Management System (FMS). It is desired that the BOTS provide the financial data for reporting of ACC ticket revenues as required by the GNL Department of Finance. A program will subsequently be created and implemented by the OCIO to automatically upload ACC ticket sale transactions and associated provincial sales taxes (HST) to the GNL Financial Management System (FMS) on a daily basis.

1.3.3 OBJECTIVES OF THE BOTS INITIATIVE

• Improve the methods of purchasing tickets on-line and at the ACC Box Offices;

• Allow patrons to purchase tickets real-time via the Internet;

• Manage theatre event ticket selling for all Arts and Culture Centres within Newfoundland and Labrador;

• Provide the proper security and privacy protection for the client data being collected as a result of the sale of an event ticket;

• Provide end user training for the proposed Box Office Ticketing service; and

• Deliver long-term strategic value to the Arts and Culture Centres province-wide.

1.4 GENERAL DEFINITIONS • “Closing Time” means the date and time on which proposals under this RFP are due and must

be received as specified herein;

• “Form of Agreement” means the final contract embodying all contract documents, terms, conditions and obligations;

• “Letter of Acceptance” means the document issued to a Proponent stating an intent to enter into a contract pending satisfactory receipt of all conditions precedent to the contract as required by the RFP;

• “GPA” means the Government Purchasing Agency;

• “GNL” means the Government of Newfoundland and Labrador;

• “OCIO” means the Office of the Chief Information Officer;

• “Province” means the Province of Newfoundland and Labrador;

1.5 GOODS AND SERVICES The OCIO will evaluate and select a Software as a Service solution that best fits the requirements outlined in this RFP.



It is also the OCIO’s intention to choose a Box Office Ticketing Solution that:

• Is proven in similar environments;

• Requires minimal customization;

• Is supported by a Proponent which specializes in Software as a Service solutions and provides regular upgrades based on new technology, changing industry standards and user feedback;

• Can be easily configured to accommodate key business requirements.

• Contains a viable, built-in security component;

• Interacts seamlessly and dynamically with other commercial software tools and existing enterprise systems; and

• Will be compatible with future application software releases.

1.6 SUMMARY OF KEY DELIVERABLES The key project deliverables are summarized below:

• Master project plan;

• Configuration, customization and activation of the BOT

• Training plans and materials;

• Maintenance and support plan (including upgrade schedules);

• Detailed security architecture for the proposed BOTS; and

• BOTS User Documentation.

1.7 PROJECT APPROACH The proponent shall, with the assistance of ACC-supplied resources, be required to configure, customize and activate the Box Office Ticketing service. Prior to the scheduled implementation, the proponent shall provide any required specifications to the OCIO, such as hardware specifications for ticket printers and bar code scanners. Also, the proponent shall identify and document the roles and responsibilities of OCIO technical staff required to assist with BOTS implementation.

The work required to implement the BOTS will consist of the following phases:

• Pilot Site Implementation:

This phase will include activation, configuration, customization and user acceptance testing of the BOTS at the Arts and Culture Centre located in St. John’s. The proponent is required to satisfy the minimum requirements as follows:

◊ The creation of 1 pilot BOTS adhering to the mandatory functional requirements as outlined in Appendix A below and the mandatory software requirements as outlined in Appendix C below;

◊ Direct, onsite support to end users as the pilot BOTS is activated for all designated workstations at the ACC – St. John’s;

◊ Direct support to the OCIO Technical Staff assisting in the pilot BOTS implementation; and

◊ Customization and configuration of the pilot BOTS.

• Implementation for ACC remote sites:

This phase will only proceed if user acceptance testing of the BOTS pilot implementation has been successfully completed to the satisfaction of the Stakeholders. This phase will include




activation, configuration and customization of the service for the five remaining Arts and Culture Centres located in Stephenville, Corner Brook, Grand Falls-Windsor, Gander and Labrador City.


SECTION 2.0 - INSTRUCTIONS TO PROPONENTS

2.1 PROPOSAL SUBMISSION 2.1.1 The Proponent must provide one (1) proposal package containing ten (10) complete hard copies and

one (1) complete electronic copy (Adobe Acrobat Format) of the Response to the RFP. Facsimile or electronic only proposals are not acceptable and will not be considered.

2.1.2 Proposal packages must be received in full no later than 4:00 p.m., NST on or before the closing date specified on the RFP Information Sheet. Proposals received after that time will not be considered and will be returned. Proposals must be signed by an authorized representative of the Proponent. Unsigned proposals shall not be considered and will be returned.

Proposal must be orderly and completed in sufficient detail. Each requirement is displayed in a table at the end of this document and Proponents are required to provide their detailed response in the corresponding column. Failure to do so will lead to disqualification.

If the space in the corresponding column is insufficient, Proponents are encouraged to provide additional information to support their response which must be properly referenced. Proponents’ responses such as “complies” see page xxx is not acceptable. Incorrect referencing, poor presentation and/ or lack of professionalism will lead to disqualification.

Proponents who do not have an electronic copy of the document can obtain a copy by sending a request to: [email protected].

2.1.3 The Proposal must be delivered to the Government Purchasing Agency (GPA) at the address specified on the Information Sheet. GPA will not open the proposal package but will only take receipt of the proposal package on behalf of the OCIO for purposes of date and time stamping. The OCIO will then ensure that the date and time stamp are enforced as per the time lines outlined in the RFP Information Sheet.

2.1.4 All proposals must remain valid and open for acceptance up until February 28th, 2010.

2.1.5 Proponents are solely responsible, and without recourse to GNL or the OCIO, for any expenses they incur in preparing and submitting an RFP and for its participation in the RFP process including, but not limited to, attending any interviews or presentations requested by the Evaluation Committee and providing any additional information that may be requested by the Evaluation Committee. The Province and the OCIO shall not defray nor be liable for any reason for any expenses incurred by Proponents in responding to this RFP.

2.1.6 All compliant proposals and accompanying documentation submitted prior to the Closing Time are considered the property of the OCIO and will not be returned.

2.2 INQUIRIES AND COMMUNICATION 2.2.1 All inquiries and other communications with GNL officials with respect to this RFP are to be directed

ONLY to the email address [email protected].

2.2.2 Written inquiries and requests for clarification will be accepted up to May 21st, 2009, 4:00 pm NST. Inquiries and requests for clarification received after this date will not be addressed.

2.2.3 Verbal information or representations shall not be binding upon GNL or the OCIO. Only written changes, alterations, modifications or clarifications approved by OCIO are binding. In order to be valid all such changes, alterations, modifications or clarifications shall be issued in the form of addenda and all such addenda shall become a part of this RFP.

2.2.4 All addenda that have been issued in relation to this RFP will be available on the Government Procurement website at www.gpa.gov.nl.ca/availabletenders.stm, or by contacting the Government Purchasing Agency. Proponents are responsible for ensuring that they have received all addenda pertaining to this RFP and shall be deemed to have received same through their submission of a proposal in Response to this call.


http://www.gpa.gov.nl.ca/availabletenders.stm


2.2.5 Information pertaining to the OCIO obtained by the Proponent as a result of its participation in relation to this RFP is confidential and must not be disclosed by the Proponent except as authorized by the OCIO.

2.2.6 The OCIO may, during the assessment period, request a meeting with a Proponent to clarify points in the proposal. Demonstrations of any or all proposed solutions may also be requested. No changes by the Proponent will be permitted after the RFP Closing Time. The Proponent shall be responsible for any expenses incurred related to this requirement.

2.3 PROPOSAL CONTENT ALL PROPOSALS MUST ADDRESS THE CONTENT OF THE RFP. Compliant proposals are those that clearly demonstrate a thorough understanding of the RFP, and its stated requirements and criteria.

The OCIO will disqualify proposals that do not demonstrate this understanding, do not include the information that is requested and is not in the format as per 2.4 below. Responses must specifically address the requirements and criteria as specified throughout this RFP document.

2.4 PROPOSAL FORMAT AND REQUIRED SECTIONS Proposals must be organized in the following format, with the sections separated by tabs:

Section 1.0 Title page and Table of Contents

Section 2.0 Executive Summary

Section 3.0 Proponent Profile

Section 4.0 Proponent Experience

Section 5.0 Proposed Team

Section 6.0 Project Management

Section 7.0 Training

Section 8.0 Information Management Requirements

Section 9.0 Technology Requirements

Section 10.0 General Requirements

Section 11.0 Software Licensing Requirements

Section 12.0 Financial Proposal Requirements

Section 13.0 Functional Requirements

Section 14.0 Value Added Benefits

Proponent may submit any other information relevant to the proposal, not included in the above, as appendices. Resumes of proposed personnel should be included in an appendix.

2.5 PROPOSAL ACCEPTANCE 2.5.1 GNL reserves to itself the unfettered right to reject any or all Responses received in response

to this RFP and is not bound to accept the highest ranking or any Response. GNL may elect to cancel this RFP at any time with or without cause and no liability shall accrue to GNL as a result of its exercise of its discretion in this regard.

2.5.2 The proposal of the successful Proponent will form part of any resulting agreement by attachment and incorporation by reference. Claims made in the proposal will constitute contractual commitments. Any provision in the proposal may be included in the resultant agreement as a direct provision thereof.



2.5.3 Any agreement resulting from this RFP shall be governed by the laws of the Province of Newfoundland and Labrador. Any agreement issued pursuant to this RFP shall be issued in the name of the Proponent exactly as that Proponent’s personal or corporate name is stated in the RFP document. Funds payable in Canadian Dollars for goods and services delivered pursuant to this Agreement shall be paid only to the Proponent who is so listed as party to this Agreement.

2.6 DISCLOSURE AND CONFIDENTIALITY OF PROPOSALS 2.6.1 Documents and other records in the custody of or under the control of the OCIO or its representatives

shall be subject to the Access to Information and Protection of Privacy Act SNL 2002, c. A-1.1 (ATIPPA).

Subject to the limitations of the Act, all responses to this RFP and other documents and other records submitted by a Proponent in connection with this RFP will be considered confidential and financial and other proprietary information will not be disclosed.

2.6.2 It should be noted that while the ATIPPA permits members of the public to access records in the custody and control of the GNL, disclosure of that information may be limited if it would be harmful to the business interests of the Proponent (ATIPPA, s. 27). Accordingly, the Proponent is encouraged to:

(1) Clearly identify those portions of the Proposal for which disclosure to others would significantly harm their business interests, and

(2) Be prepared to justify that determination in the event of a request for access to such information pursuant to an ATIPPA request.

The Proponent, its employees, and any sub-contractors will be expected to comply with and abide by all provisions of the ATIPPA. In addition to the ATIPPA, the Proponent, its employees, and any sub-contractors will be expected to comply with and abide by all applicable privacy legislation, including but not limited to, federal privacy legislation such as The Privacy Act and the Personal Information Protection and Electronic Documents Act (PIPEDA).

In this engagement, the Proponent will have access to confidential information , perhaps including personal information, received from GNL and may be storing , manipulating or accessing the confidential information on the Proponent’s own information technology resources . To emphasize the need for appropriate measures to ensure the confidentiality of such information, the individual resources of the successful Proponent may be required to sign a government oath of secrecy document. As well, in the event that the successful Proponent does not use information technology resources provided by the Government of Newfoundland and Labrador but rather stores, manipulates or accesses confidential information on the Proponent’s own information technology resources, the successful Proponent will be required to sign a document entitled “TERMS OF USE – Security of Government information on Information Technology Assets of Contractors

The successful Proponent will be required to abide by and adhere to all the confidentiality provisions set out in the resultant contract between the Client and the successful Proponent. The successful Proponent may be required to sign a confidentiality agreement.

2.6.3 The OCIO is bound by the provisions of ATIPPA.

2.7 GENERAL TERMS AND CONDITIONS 2.7.1 This procurement opportunity is subject to the provisions of The Atlantic Procurement Agreement and

the Agreement on Internal Trade. Information on these Agreements may be obtained by visiting http://www.gpa.gov.nl.ca/.

2.7.2 In the event of any discrepancies between the RFP, the proposal submitted or the resultant agreement, the agreement will govern, followed by the RFP and then by the Response submitted.

2.7.3 The successful Proponent must be in good standing with the Workplace Health, Safety and Compensation Commission (WHSCC) or its equivalent in the jurisdiction where the Proponent


http://www.gpa.gov.nl.ca/


organization is located and provide a certification letter to this effect prior to receiving any payments for this contract.

2.7.4 If the Proponent is a corporation; the organization must be licensed to conduct business in its own jurisdiction and shall include a certificate of good standing for that jurisdiction.

2.7.5 Upon installation and configuration of individual Software modules, Acceptance Testing will follow to assess system functionality and performance. All Products and/or Services delivered to the OCIO for Acceptance Testing shall be supplied as specified and function and perform in a manner equal to or superior to the provisions of the Proposal, RFP and implementation documents.

The Proponent is not expected to execute this testing but will need to address problems that occur related to the Proponent’s Products and/or Services. The Proponent will be expected to assist in the planning of the User Acceptance testing and support OCIO resources throughout the UAT process.

The Acceptance Testing must be completed to the satisfaction of all stakeholders. If the Products and/or Services are not accepted, or in some way fail to pass the Acceptance Test, the Proponent will, at its own expense, correct the defects promptly.

Deployment will not commence until the Acceptance Testing is completed and any deficiencies identified have been addressed by the Proponent to the satisfaction of the OCIO.

2.7.6 Contracts will be governed by the laws of the Province of Newfoundland and Labrador.

2.7.7 Proposals containing minor irregularities or errors of a non-material nature may be considered by the OCIO at its sole and absolute discretion.

2.7.8 The successful Proponent’s solutions may be subject to a Privacy Impact Assessment, to be conducted by Privacy Information Analysts within the Information Management Division of the OCIO.

2.7.9 Payment will take place based on the service options selected, and for the payment schedule as defined in the contract.

2.7.10 The proposed solution may require a Vulnerability Assessment (VA) prior to implementation of the solution in the production environment. The VA if required will be performed by a third party and any vulnerability discovered must be remediated by the Proponent at their cost.

2.8 EVALUATION 2.8.1 Evaluation Committee

The Evaluation Committee may include such members of the Government of Newfoundland and Labrador staff and outside consultants as the Government of Newfoundland and Labrador considers necessary or advisable to provide proper technical, legal and financial evaluation and analysis of the proposals received. Evaluators may not individually score every component, depending upon the background and expertise required. The evaluation team will meet as required to create a team score for each Proponent proposal.

2.8.2 EVALUATION CRITERIA

The Evaluation Committee of the Government of Newfoundland and Labrador will evaluate proposals for completeness, conciseness and general suitability. Proposals that have been deemed by the Evaluation Committee to have met all mandatory requirements as identified within this RFP document will only then be evaluated. Those proposals will be evaluated out of a total score of 6000 as indicated below. Proposals that have met mandatory requirements will be evaluated on functional and technical requirements, then on financials, and lastly, on product demonstration. The functional and technical requirements will be scored out of 4200 as per the table below.



Criteria Minimum Score

Maximum Score %

Section 3.0 Proponent Profile 87.5 125 2

Section 4.0 Proponent Experience 210 300 5

Section 5.0 Proposed Team 315 450 7.5

Section 6.0 Project Management 315 450 7.5

Section 8.0 Information Management Requirements 336 480 8

Section 9.0 Technology Requirements 514.5 735 12.3

Section 10.0 General Requirements 238 340 5.7

Section 13.0 Functional Requirements 924 1320 22

Total Functional and Technical Score: 2940 4200 70

Section 12.0 Financial Score See 2.8.3 1500 25

Demonstration Score 210 300 5

Total Score 6000

Interviews or presentations may be requested of Proponents, if necessary, to substantiate responses. Any presentations made on site will be at the Proponent’s expense.

2.8.3 FINANCIAL CONSIDERATIONS

Those proposals having scored 2940 or higher on functional and technical requirements (Proponent must score at least the minimum in all sections) will then be evaluated based on financial consideration. The proposal judged to represent the lowest overall cost to the Government of Newfoundland and Labrador will be awarded the full financial evaluation score of 1500 All other proposals will be awarded a prorated score based on the following formula:

(Lowest Cost/Proponents Cost) * 1500.

2.8.4 DEMONSTRATION SCORE

Finally, as a minimum, the top proponent with the best combined score on rated requirements and financial score at their expense will be called upon to demonstrate their product (proof of concept) in support of their proposal to the Evaluation Committee. This demonstration must be completed using the identical software as specified in the Proponent’s proposal.

A maximum score of 300 will be awarded for the proof of concept demonstration. GNL reserves the right to invite other Proponents who have responded to the RFP and have met the mandatory requirements and achieved at least the minimum on functional and technical merit to participate in the proof of concept demonstration.

2.8.5 EVALUATION PROCESS OVERVIEW

The RFP evaluation process is a selection procedure. It will be finalized through completion of the following steps:

• Proposals are received in response to this RFP;

• Proposals are reviewed and evaluated by the Evaluation Committee to ensure that all Mandatory Requirements are met;




• Proposals meeting all the Mandatory Requirements are then evaluated against the Rated Requirements (Interviews or presentations may be requested of proponents, if necessary to substantiate responses. Any presentations made on site will be at the proponent’s expense.);

• Proposals meeting the minimum threshold requirements on functional and technical merit will then be evaluated on cost;

• As a minimum the top proposal with the best combined score on functional and technical merit and financial costs will be invited at their own expense to provide a proof of concept demonstration. The OCIO reserves the right to invite other proponents if they are not satisfied with the proof of concept from the top proponent.

• A final recommendation will then be made on the best score for functional and technical merit, financial cost and proof of concept (demonstration).

• Proponents are advised in writing of the acceptance/rejection of their proposal. A Letter of Acceptance will be issued to the selected Proponent.

An agreement, satisfactory to the Government of Newfoundland and Labrador, is entered into with the successful Proponent.

2.8.6 ACCEPTANCE OF PROPOSAL

If the Government of Newfoundland and Labrador decides to accept a proposal, it will accept the proposal that is the best overall proposal when evaluated in accordance with the stated criteria and give such written notice of such decision. Should the Government of Newfoundland and Labrador decide not to accept any proposal; all Proponents will be given written notice of such decision.


SECTION 3.0 - PROPONENT PROFILE

Response Requirements

Mandatory (M)

or Rated (R) Points Proponent’s Response

3.1 Proponent Profile

The Proponent profile must consist of an overview of the Proponent firm(s), its history, and its future plans. The Proponent profile must include the following information:

• Proponent name and address;

• Proponent representative name, title and telephone number;

• Principal business and corporate direction(s) of the Proponent;

• Description of the proponent organization including:

o Office locations;

o Length of time in business; and

o Number of current employees.

M

3.2 The proposal must list any contracts terminated for cause within the last five years and any outstanding litigation.

M

3.3 Corporate Strategy

The proposal must include a statement describing the Proponent’s strategy to continue conducting business in this field, including the Proponent’s strategic directions or vision related to the software and implementation services and associated software tools as proposed.

M





Mandatory (M)


3.4 Proponent profile responses will be evaluated against the following:

• Proponent information is supplied as requested and verifiable;

• Proponent is a mature BOTS industry participant with a commitment to BOTS as a core business or focused product line;

• Proponent has a clear plan for future BOTS strategic directions. Proponent plans to remain in the BOTS industry offering their product over the expected life of the OCIO implementation and for the years of support required thereafter.

Statements without substantiating evidence will be regarded as indicating no commitment.

R

75

3.5 Project Resource Substitution, Cancellation or Extension

Proponent profile should include a statement describing the Proponent’s policy for personnel substitutions. The response must specify the circumstances under which the Proponent would assign alternate personnel (substitutions). Indicate any conditions that would apply should personnel substitution be necessary.

NOTE: Throughout the life of the project, the OCIO will accept personnel substitutions only under extraordinary circumstances and only after thorough consultation. A substituted resource must meet or exceed the mandatory requirements stipulated in Section 5.0 Proposed Team.

M




Mandatory (M)


3.6 The response will be rated to the degree that it:

• Has a policy for personnel substitution, cancellation and extension that is compliant with the OCIO requirement to have these occur under exceptional circumstances only;

• Has a clear path for a timely resource substitution that will have minimal project impact; and

• Will not cause the OCIO to incur additional cost or delays.

R 50

Total Points 125


SECTION 4.0 - PROPONENT EXPERIENCE


Mandatory (M)


4.1 Project Experience

The Proponent must provide two (2) project references, preferably in Canada, which substantiate that the Proponent has relevant experience in providing the proposed software and hosting services for clients similar to the Government of Newfoundland and Labrador.

These references must relate to projects successfully conducted for clients, preferably in Canada during the last five (5) years. Minimum of two (2) references to be submitted.

The response to sections 4.2 to 4.9 must be based on the references requested in 4.1 and the proposed BOTS.

M

4.2 The Proponent provided a similar software as a service solution as proposed in this response. Describe all component products included in the reference client solution.

M

4.3 The Proponent was responsible for designing the overall proposed software solution. M

4.4 The Proponent was responsible for providing the component proposed software products. M

4.5 The Proponent was responsible for configuring the proposed software products to address the client’s requirements.

M





Mandatory (M)


4.6 References

The references provided in response to Item 4.1, above, will be rated on the degree to which they are similar in nature, scope, and complexity to the Government of Newfoundland and Labrador initiative.

Proposals must include current valid contact names and telephone numbers of references.

OCIO reserves the right to contact other references not specified in the proponent’s response.

M

4.7 Reference #1 R 150

4.8 Reference #2 R 150

Total Points 300


SECTION 5.0 - PROPOSED TEAM


Mandatory (M)


5.1 Project Executive

For the purpose of this RFP, the individual known as the Project Executive is that individual who holds the highest level of resolution and approval authority for the project on the Proponent’s side.

This individual will be the senior executive available to the Government of Newfoundland and Labrador for periodic reviews or problem escalation.

5.1.1 The proposal must include the name and title of the individual who has ultimate authority for the project on the Proponent’s side.

M

5.1.2 The proposal will be rated on the degree to which the Project Executive has demonstrated experience with projects of a similar nature, scope, and complexity. Such experience should be substantiated with two (2) references (provide brief project description, contact name and phone number for verification).

R 75

5.1.3 The proposal should include the proposed Project Executive’s:

• role in the project;

• Expected level of commitment to the project.

R 75




Mandatory (M)


5.2 Project Manager

5.2.1 The proposal must include the name and a detailed resume of the individual the Proponent proposes to fill the role of Project Manager.

M Resume can be attached in an appendix.

5.2.2 The proposal must include a statement confirming that the proposed Project Manager will have direct access to the Proponent’s Project Executive for the purposes of this project.

M

5.2.3 The proposal must define the level of commitment (i.e. percentage of time over the design, configuration, and implementation phases) that the proposed Project Manager will be committed to the project.

M

5.2.4 The proposed Project Manager must provide at least two (2) references from projects of a similar nature, scope, and complexity. Such experience should be substantiated with two (2) references (provide brief project description, contact name and phone number for verification).

M

5.2.5 The proposed Project Manager must be capable of communicating proficiently in the English language. M

5.2.6 The proposed Project Manager should have a minimum of seven (7) years experience as a project manager in the Information Technology Industry.

R 75

5.2.7 The resume for the individual proposed as the Proponent’s Project Manager will be rated on the extent to which it substantiates his/her experience and education to fulfill this role.

R 75

5.3 Implementation Team





Mandatory (M)


5.3.1 The Proponent’s proposed implementation team must have sufficient, qualified resources each with a minimum of three (3) years experience in the last five (5) years in the solution proposed.

M

5.3.2 The proposal must include evidence which substantiates that all members of the proposed Implementation Team are capable of communicating proficiently in the English language.

M

5.3.3 The proposal should include a description of its proposed team, including, as a minimum, the following information for each team member:

• résumé that substantiates the individual’s capability and experience to fulfill his/her proposed role;

• proposed role and responsibilities;

• proposed level of commitment (percentage of time) to the project;

• number of years experience fulfilling a similar role. Proposals should include details of projects to substantiate the claimed experience (e.g. in the individual’s résumé);

• any relevant certifications concerning the proposed software solution.

R 150

Resumes can be attached in an appendix.

Total Points 450


SECTION 6.0 – PROJECT MANAGEMENT


Mandatory (M)


6.1 Project Organization

The Proponent must provide a summary of the organizational structure suggested for the project.

M

6.1.1 The response must include an organizational chart for the project and associated narrative that identifies all proposed resources (detailed team resumes do not need to be repeated in this section, but should be included in an Appendix).

M

6.1.2 The proposal will be rated on the extent to which the organizational chart and associated narrative includes all proposed Key Resources, their relationships to each other, their roles, responsibilities and authorities and interface points to GNL as follows:

• Comprehensiveness (identifies the Key Resources, members of the proposed implementation team, and the Government of Newfoundland and Labrador personnel expected to be involved);

• Roles and responsibilities are appropriate;

• Reporting and other relationships are described and are appropriate to the project; and

• Interface points between Proponent and the Government of Newfoundland and Labrador Key Resources are suggested and appropriate.

R 50





Mandatory (M)


6.2 Approach and Project Plan

The proposal must include a detailed Project Plan which identifies the Proponent’s proposed approach to completing the design, configuration, and implementation effort.

Since it is assumed that the Proponent has a formal project management and implementation approach, and that a project plan format would be established by that approach, an explicit Project Plan format has not been provided.

M

6.2.1 The proposed Project Plan will be rated on the proposed overall approach:

• Are project activities properly defined?

• Does the plan include project costing?

• Is there a Quality Plan identifying quality standards and how they will be met?

• Is there a Human Resource plan identifying project roles responsibilities and relationships?

• Is there a Risk Management plan that addresses the approach to planning and executing the risk management activities for the project?

• Is there a Change Management plan that addresses the approach to planning and executing the change management activities for the project?

• Is there a Communications Management plan that addresses the approach to planning and executing the communications management activities for the project?

• Is there an Implementation Plan that addresses the

R 200




Mandatory (M)

or Rated (R) Points Proponent’s Response transition to production, including data conversion and migration?

• Does the approach and plan include details of the proposed approach to testing all elements of the implemented solution to ensure that it provides the required functionality?

• Are all major deliverables and milestones clearly defined and realistically scheduled as per a Government environment?

6.3 Project Management Methodology

The Proponent must describe the project management methodology used by the organization.

M

6.3.1 As well, the Proponent should acknowledge the need for effective project, change and risk management, and describe the Proponent methodology in each of these areas.

R 75

6.3.2 If the Proponent claims any form of compliance or certification with an industry standard (e.g., ISO, PMI or CMM), the Proponent is to clearly indicate the certification standard as well as the independent third party who issued the certification. Certification is not mandatory.

R 25

6.4 Project Governance and Relationship Management is critical to success of Projects. Proponents should elaborate on their approach in the responses below.

6.4.1 The proposal must outline the planned Project Governance Approach used by the Proponent in similar, successful implementations.These include but are not limited to :

M



Resp nso e Requirements

Mandatory (M)

or Rated (R) Points Proponent’s Response • Status reporting;

• Project Communications;

• Steering Committee structure and relationship;

• Action, Issue, Risk and Change Tracking; and

• Relationship Management including;

o Internal Project Reporting Structure;

o Management of Sub-contractors (if applicable); and

o OCIO and clients.

6.4.2 The proposal must include the Proponent’s proposed Relationship Management Plan, covering the Proponent’s approach to implementation of the Project including how the Proponent will plan, manage, co-ordinate, communicate, and administer all aspects of the contract including team members and sub-contractors.

M

6.4.3 The Proponent’s proposed Relationship Management Plan for this initiative will be rated on the following criteria:

• Frequency of interaction between the Key Resources involved;

• Communications and interactions planned with the Government of Newfoundland and Labrador;

• Additional relevant Relationship Management factors.

R 50

6.4.4 The proposal must include a description of the Proponent’s procedure to manage a change in contract process, either at the request of the Government of Newfoundland and Labrador or the Proponent including how the Proponent proposes to interact with the Project

M




Mandatory (M)

or Rated (R) Points Proponent’s Response Team to negotiate and implement timely contract changes.

6.4.5 The Proponent’s proposed contract change procedure will be rated on:

• The extent to which it describes a comprehensive, well-established procedure that the Proponent has successfully used in other relevant projects;

• The proposed lines of communication;

• Authorizations;

• Resources involved in the process; and

• Documentation procedures.

R 50

Total Points 450


SECTION 7.0 – TRAINING


Mandatory (M)

or Rated Points Proponent’s Response

7.1 Training Requirements

The Proposal must include a plan for training that will be provided on site. The minimum training requirements are as follows:

• End users of BOTS.

• End users include Box Office ticket agents and supervisors, administration staff and management staff from the ACC in St. John’s.

• Training Session(s) will be held at the pilot Arts and Culture Centre site in St. John’s.

• A “Train the Trainer” Approach is to be utilized by the successful proponent. Staff from the ACC in St. John’s will conduct training for staff at the remote ACC sites after pilot BOTS training has been completed.

• Proponents are encouraged to submit in their training plan any recommendation deemed appropriate that can supplement or replace any of the planned BOTS training as stated above.

The Proposal must include: • a description of the skill sets and experiences of the

individuals that will provide the training;

• An individual(s) with previous and in-depth knowledge of the delivered application who will deliver the training;

M





Mandatory (M)

or Rated Points Proponent’s Response • detailed scope of the training;

• the Vendor’s recommendation on the extent of training required;

• a description of training Materials/Delivery format that will be provided; and

• Exclusions to the training.

7.2 The Successful Proponent must provide training and training materials in the English language. M

7.3 The successful proponent must provide training to the Arts and Culture Centre(s) within 40 business days of a request that is issued to the successful proponent. Training requests made by the ACC can occur at any time throughout the duration of the BOTS contract with the Government of Newfoundland and Labrador.

M

7.4 Classroom training courses must consist of a maximum of 15 students per session, including the Arts and Culture Centre staff and any other students.

M

Total Points


SECTION 8.0 – INFORMATION MANAGEMENT


Mandatory (M)


8.1 Proponent’s proposal should describe:

• the data archival strategy including data archival processes and how GNL can access archived data

• data purging procedures to clean / update / delete data (e.g. procedures to purge data based upon dates or specific events); and

• ability to support retention scheduling policies for the archival and deletion of data.

R 30

8.2 Proponent’s solution should have the capability of creating a Disposition Report to list all records that have been disposed of.

This report will contain the following information:

• System Name;

• Listing of records that were disposed of;

• Date ranges of the records that were disposed of;

• Disposal date;

• Disposal time; and

• Listing of the user id or process number that initiated the disposal process.

R 30





Mandatory (M)


8.3 Proponent’s solution should have the capability of creating a report to be submitted to the Public Records Committee.

This report required will contain all the information in the Disposition Report, and the following additional information:

• Record Series Title (identified in the Records Retention Schedule);

• Disposition Process Type (manual or automatic);

• Department the records were associated with;

• Branch the records were associated with;

• Schedule Number;

• OCIO Contact information;

• Departmental IM Contact related to these deleted records; and

• ATIPP issues that may affect the deleted records (e.g. are there exemptions under the ATIPP Act like personal information?).

R 30

8.4 Set up applicable rules for record/ data disposition based on a records retention schedule including:

• Record/ data type

• Office of Primary Responsibility (OPR)

• Length of time to be retained

• Timing of disposal

R 30




Mandatory (M)


8.5 Provide a disposition process from the system to be completed on a timely basis (through an automated process or manually running a script) as required by the records retention schedule.

R 30

8.6 Maintain and report information on all disposed records/ data. R 30

8.7 Delay/ hold the disposition process from the system in the event that data is required for ongoing litigation, ATIPPA request, audit, etc.

R 50

8.8 Prevent the deletion of a record or any part of its contents unless it is in accordance with the record retention schedule or by system administrator as part of an audited process.

R 50

8.9 Maintain an audit trail when adding and/ or modifying user access rights/ permissions including:

• Action taken

• Completed by (user)

• Completed date and time

R 50

8.10 Maintain an audit trail when users add and/ or modify any record including:

• Action taken

• Completed by (user)

• Completed date and time

R 50




Mandatory (M)


8.11 Ensure that a record’s audit trail cannot be altered by any user at any time. R 50

8.12 Ensure that a record’s audit trail is retained as long as the record to which it pertains is maintained in the system. R 50

Total Points 480


SECTION 9.0 – TECHNOLOGY REQUIREMENTS


Mandatory (M)


9.1 Redundancy

9.1.1 Describe the processes and service backup devices in place to mitigate and avoid any single points of failure. Indicate whether or not the service employs “N + 1” redundancy.

R 75

9.2 Diversification

9.2.1 Indicate whether or not the proposed service leverages multiple data centers in the event that an entire data centre experiences shut-down conditions.

R 100

9.3 Uptime History

9.3.1 Indicate the number of planned AND unplanned service down-time occurrences for the past three (3) years. R 100

9.4 Security

9.4.1 Security of Information (Physical):

Describe all policies and procedures that are in place to ensure the physical security of ticketing service data (e.g. secured delivery of backup tapes, data is stored in a secured location, etc.). Indicate any certified independent audits or onsite reviews that have been conducted for your service that covers information security at your service’s data center(s) and information security at the operational levels (e.g. ISO 27001). Indicate the frequency of these audit/review occurrences.

R 155





Mandatory (M)


9.4.2 Security of Information (Technical):

Describe your organization’s best practices for providing maximum technical security of information. Include each of the following criteria:

• Security risk analysis

• Management of information security (Information Security Management System as part of the overall management system, for example)

• Security architecture (number and type of firewalls, use of detection/prevention systems, etc.)

• Staffing of security personnel and level of training

• Security Certifications obtained (ISO 27001, PCI (Payment Card Industry), etc.)

• Execution and frequency of Vulnerability Assessments, simulated attacks or other security-related tests on the ticketing service

R 155

9.5 General

9.5.1 Latency:

Describe your organization’s approach to reducing service latency (time delays between user initiation and service response).

R 75




Mandatory (M)


9.5.2 Performance Monitoring:

Indicate whether or not your organization maintains a web site containing performance monitoring of your ticketing service. If so, provide the web site URL address. Otherwise, provide currently available performance metrics of your service (e.g. uptime, latency, packet loss, host speed).

R 75

Total Points 735


SECTION 10.0 – GENERAL REQUIREMENTS


Mandatory(M)


10.1 Operational and Product Support

Support for Arts and Culture Centre staff will be provided during the Arts and Culture Centre’s working hours from 8:00 am NST to 12:00 am NST.

M

10.2 The proposed resources must be capable of communicating proficiently in the English language. M

10.3 The proponent must describe the suggested and available models of support available during and after the warranty period. Proponent support options may include:

• Helpdesk access (from ACC End-Users). The proponent must define scope of support;

• Direct access to technical resources from the ACC and the OCIO; and

• Other models recommended as part of BOTS post-implementation support.

M

10.4 Service Support

Support for ACC patrons using the Box Office Ticketing Service for on-line ticket purchases will be provided 24 hours per day, 7 days per week, 365 days per year (“24 X 7 X 365”).

M





Mandatory(M)


10.5 The proponent should describe major elements in the service implementation strategy of the proposed BOTS solution for the next five (5) years including, as a minimum:

• planned major releases;

• planned major features;

• function, integration, performance or similar enhancements; and

• the proponent should describe specific elements of the service strategy which will address the ongoing evolution of underlying technologies and the associated management tools.

R 70

10.6 The proponent’s proposal must include a description of the proponent’s maintenance and/or technical hotline support services plan.

M

10.7 The proponent should provide a description of the proposed toll-free support services. The proposed service will be rated on the extent to which the following are included in the proposed service:

• Problem reporting and response procedures;

• Escalation procedures;

• Access by the OCIO technical support staff to senior technical support resources, when required by the OCIO; and

• On-site support availability.

R 70




Mandatory(M)


10.8 Notification of all bug fixes should be provided. R 50

10.9 The proponent should describe any additional services included in the proposed support service (e.g. web-site information, e-mail question and answer service).

R 50

10.10 The proposal should include the:

• Manufacturer’s approach to major upgrades of the base ticketing service and provide the service’s release history for the last 2 years.

• Manufacturer’s known schedule for major upgrades to the base ticketing service for the next 24 months.

• Manufacturer’s approach to minor updates / patches / bug fixes to the base ticketing service and provide the service’s minor release history for the last 2 years.

• Proponent’s policy regarding support of the implemented ticketing service and subsequent upgrades if post-implementation modifications (customizations) are requested by the Arts and Culture Centre.

R 100

Total Points 340


SECTION 11.0 – SOFTWARE LICENSING REQUIREMENTS

Response Requirements Mandatory (M)

or Rated

Points

Proponent’s Response

11.1 The OCIO is intent on acquiring a Software as a Service solution for ACC Box Office and Internet ticketing for a minimum period of five (5) years.

This Software as a Service (SaaS) ticketing solution will be implemented at a minimum of 6 Arts and Culture Centre sites. The service licensing should be based on the anticipated number of tickets produced annually. On average, all six Arts and Culture Centre sites produce approximately 205,000 tickets per year, with an allowance for 10% growth in each future year. Of the 205,000 tickets produced annually, approximately 152,000 constitute tickets sold; 20,000 are complimentary tickets issued to ACC patrons at no cost; and 33,000 are tickets issued for free performances and events.

M

11.2 Licensing must include plug-ins and any/all software needed for the solution proposed as detailed by the Proponent in this RFP.

M



SECTION 12.0 - FINANCIAL PROPOSAL REQUIREMENTS


Mandatory (M)

or Rated

Points

Proponent’s Response

12.1 Financial Proposals are to be completed in the general form provided below. M

12.2 Licensing must include plug-ins and any/all software needed for the solution proposed as detailed by the Proponent in this RFP as well as maintenance and support.

M

12.3 All costs must be in Canadian Dollars (CDN$). M

12.4 Professional Services Requirements

This must also include training costs as described in Section 7.0.

M

12.5 Proponents must show in their Financial Proposals, the cost for Travel, accommodations, per diem etc. All rates must be based on the Government of Newfoundland and Labrador’s rates.

M




Financial Proposal Cost Breakdown Form

Solution Software and Licenses Description/Comments Total Cost Year 1 Total Cost Year 2 Total Cost Year

N…

Software licensing, including maintenance and support.

Plug-ins/Additional Software and Licenses, if required

Professional Services - Training

Travel & Accommodations

Professional Services – other ( Please provide details).

HST

Total Cost including HST


SECTION 13.0 - FUNCTIONAL REQUIREMENTS Table A below contains the mandatory functional requirements of the Box Office Ticketing Service. The proponent must provide responses to indicate the status of the proposed Box Office Ticketing Service, per requirement, as “compliant” or “not compliant”, with the associated detail. Mandatory requirements are those that the OCIO has deemed to be essential for the Arts and Culture Centre Box Office Ticketing Service to satisfy. The mandatory functional requirements directly address the common business needs communicated by staff at the Arts and Culture Centre head office and the GNL Department of Finance. All requirements are numbered. It is critical that proponents retain the requirements numbering scheme provided in the requirements tables when providing detail, preferably in the table format provided in the appendix. For all mandatory requirements the proponent must provide detail on how they meet the requirement. A simple statement of “compliant”, or an assertion that a requirement is met, without adequate detail to support the assertion, will result in a “non-compliant” evaluation for that requirement. Proponents must describe exactly how their Box Office Ticketing solution will be compliant with each requirement. Table A

Compliant Proponent Response # Criteria YES NO ACC Internet Ticket Sales

F-M1. The Proponents proposed solution for the ACC Box Office Ticketing Service must enable patrons to order tickets online for pickup and payment at a box office location.

F-M2. The Proponents proposed solution for the ACC

Box Office Ticketing Service must enable patrons to purchase tickets online.


Box Office Ticketing Service must process the sale of on-line tickets for any event scheduled at any ACC location.




Compliant Proponent Response # Criteria YES NO F-M4. On-line transactions for ticket sales using the

Proponents proposed solution for the ACC Box Office Ticketing Services must automatically update the system in real time to ensure accurate seat availability.

F-M5. The ACC ticket order web form must contain text

describing the ACC Terms of Use of the information. This should include an area for patrons to indicate consent of use (i.e., for marketing purposes etc) as well as ACC contact information for patrons to seek further clarification.

ACC Box Office Ticket Sales

F-M6. The Proponents proposed solution for the ACC Box Office Ticketing Service must process ticket transactions based on order type and automatically determine and assign various order types to each ticket transaction. As a minimum the Proponents solution must process the following order types:

On-Line Phone, Fax, Voice Mail Accounts Receivable Counter Complimentary Subscriptions Sales, No Tickets


Box Office Ticketing Service must enable ACC Box Office employees to select seats using promotional discount codes.


Box Office Ticketing Service must be able to print tickets at each of the ACC Box Office locations.



Compliant Proponent Response # Criteria YES NO F-M9. In order to perform end of day accounting

reconciliation per ticket agent, the Proponents proposed solution for the ACC Box Office Ticketing Service must be capable of running a report (pre-scheduled and ad-hoc) for each ticket agent detailing their ticket sale transactions.

F-M10. The ticket order screen must contain an area to

indicate patron consent for ACC terms of use (appropriately labeled check box, for example). This consent allows the ACC to use the patron’s personal information from the ticket order for marketing purposes.

F-M11. The ticket order screen must contain information

for contacting a representative of ACC should the patron have any questions regarding ACC terms of use.


Table B below contains all the rated functional requirements of the Box Office Ticketing Service. The proponent should provide responses to indicate the status of the proposed Box Office Ticketing Service, per requirement, as “met” or “not met”, with the associated detail. All requirements are numbered. It is critical that proponents retain the requirements numbering scheme provided in the requirements tables when providing detail, preferably in the table format provided in this appendix. For all rated requirements, the proponent should provide detail on how they meet the requirement. A simple statement of “met”, or an assertion that a requirement is met, without adequate detail to support the assertion, is not acceptable. Proponents should describe exactly how their Box Office Ticketing solution will meet each requirement. In cases where a requirement is not met, detail is also acceptable and appreciated, but not required. Table B

Met? Proponent Response #

Criteria YES/NO Score

User Interface

S-R1. The screen layouts and resolutions, message displays, buttons, images, fonts and other display features contained in the Proponents proposed solution for the ACC Box Office Ticketing Service should be consistent throughout.

13

S-R2. The report layouts, titles, headings, totals, and other report features contained in the Proponents proposed solution for the ACC Box Office Ticketing Service should be consistent throughout.

13

S-R3. For all web pages that are contained in the Proponents proposed solution for the ACC Box Office Ticketing Service, the markup (i.e. the HTML) delivered to the user agent should comply with W3C’s XHTML 1.0 specification and use the XHTML 1.0 Strict document type. The specification can be found at http://www.w3.org/TR/xhtml1/.

13

S-R4. For all web pages that are contained in the Proponents proposed solution for the ACC Box Office Ticketing Service, the aesthetics should be controlled via Cascading Style Sheets (CSS) as much as possible.

13


http://www.w3.org/TR/xhtml1/




Criteria YES/NO Score Specifically, all ACC Web Pages should conform to W3C’s Cascading Style Sheets Level 2 Revision 1 specification. This specification can be found at http://www.w3.org/TR/CSS21/.

S-R5. The web pages that are contained in the Proponents proposed solution for the ACC Box Office Ticketing Service should be validated against the standards documented in S-R3 and S-R4 above. An example of a W3C Markup Validation Service can be found at http://validator.w3.org/. An example of a W3C CSS Validation Service can be found at http://jigsaw.w3.org/css-validator/.

13

S-R6. The Proponents proposed solution for the ACC Box Office Service should conform to following OCIO best practices for web page design:

• Do not use tables for layouts • Use XHTML tags for their intended purpose • Use CSS classes and IDs correctly • Provide text alternatives for images and rich

media • Use <img/> tag only when the image is part of the

content • Make links “text descriptive” • Pages should be made using Unicode (UTF-8)

character encoding. While UTF-8 should include any “special” characters, it is good practice to use the entity references for the following characters when they appear in the content or attribute values of a page:

< (<) > (>)

13

http://www.w3.org/TR/CSS21/

http://jigsaw.w3.org/css-validator/




Criteria YES/NO Score & (&)

S-R7. The Proponents proposed solution for the ACC Box Office Ticketing Service should not allow multiple users to attempt to purchase the same ticket at any single point in time.

40

S-R8. The Proponent should provide technical hardware specifications for Ticket Printers used in its solution. 40

S-R9. The Proponent should provide technical hardware specifications for POS (Point-of-Sale) card readers (to be used for Credit Card/Debit Card ticket purchases) used in its solution.

40

S-R10. The Proponent should provide technical hardware specifications for Bar Code Ticket Scanners used in its solution.

40

S-R11. The Proponents proposed solution for the ACC Box Office Ticketing Service should be able to generate transaction data in the current financial management system file format.

40

S-R12. Provide a brief summary of your experiences related to separate provision of data files for clients requiring supply of ticketing data to Oracle Financials or other Financial applications. For each client reference, specify the company name, contact name and title, and contact telephone number or e-mail address.

40

S-R13. The Proponents proposed solution for the ACC Box Office Ticketing Service should be able to export data in a 14




Criteria YES/NO Score variety of formats, including at a minimum CSV, RTF, PDF and Text.

S-R14. The Proponents proposed solution for the ACC Box Office Ticketing Service should display default values to minimize data entry.

13

S-R15. The Proponents proposed solution for the ACC Box Office Ticketing Service should be able to prioritize keys – place most commonly used button first, e.g. save or cancel.

13

S-R16. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide error messages in plain text that clearly identifies the error that has occurred.

13

S-R17. The Proponents proposed solution for the ACC Box Office Ticketing Service error messages should suggest a course of action for the user.

13

S-R18. The Proponents proposed solution for the ACC Box Office Ticketing Service should be able to undo last action or number of actions.

13

S-R19. The Proponents proposed solution for the ACC Box Office Ticketing Service should be able to provide feedback for tasks when the user must wait for a task to complete, e.g. an hourglass or a progress bar.

13

S-R20. The Proponents proposed solution for the ACC Box Office Ticketing Service should allow users to distinguish between optional and mandatory data entry fields.

13

S-R21. The Proponents proposed solution for the ACC Box Office Ticketing Service should enable users to easily cancel out of screens without saving current changes.

13

S-R22. The Proponents proposed solution for the ACC Box Office Ticketing Service should warn users if changes will be 13




Criteria YES/NO Score lost if leaving a screen.

S-R23. The Proponents proposed solution for the ACC Box Office Ticketing Service should allow users to print any screen. 13

S-R24. The Proponents proposed solution for the ACC Box Office Ticketing Service should allow users to easily distinguish between data entry and non-data entry cells.

13

S-R25. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide drop-down boxes for user selections where applicable.

13

S-R26. The Proponents proposed solution for the ACC Box Office Ticketing Service should allow users to copy and paste data from one field to another.

13

S-R27. The Proponents proposed solution for the ACC Box Office Ticketing Service should enable users to print one page or a range of pages in reports.

13

S-R28. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide e-mail notification to ACC employees for sold out events and scheduled service interruptions.

40

S-R29. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide a warning if refreshing data will cause current changes to be lost.

13

S-R30. All employees should be able to access the Proponents proposed solution for the ACC Box Office Ticketing Service by entering valid login information, e.g. user name and password.

13

S-R31. The Proponents proposed solution for the ACC Box Office Ticketing Service should contain an on-line help facility.

40




Criteria YES/NO Score

S-R32. The processing of all on-line ticket purchases within the Proponents proposed solution for the ACC Box Office Ticketing Service should be performed in accordance with PCI (Payment Card Industry) standards to ensure security of patron financial and personal information.

50

S-R33. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide functionality to generate and view audit trails by selection criteria such as office, site, facility and agency.

50

S-R34. The Proponents proposed solution for the ACC Box Office Ticketing Service should provide user level authentication to assign employees appropriate access rights to the service, sub-functions, menus and data elements based upon their associated agency, business unit, class, group, profile or role.

50

S-R35. Describe how the proposed service manages password controls such as expiration, minimum length and use of alpha-numeric conditions.

40

S-R36. Describe the ability of the service to provide system administration for monitoring of unauthorized access and for termination of improper logins.

40

S-R37. Describe the ability of the service to validate tickets printed by Internet buyers. 50

S-R38. Identify any benchmarks that exist concerning concurrency for internal users (i.e. ACC staff), concurrency for external users (i.e. on-line patrons), transactions, etc.

40

S-R39. The response time for any transaction performed by 40




Criteria YES/NO Score users in the Proponents proposed solution for the ACC Box Office Ticketing Service should be no more than 10 seconds. Provide any information pertaining to response time targets, and the measures employed by the proposed solution to meet these targets.

S-R40 Indicate whether or not the proposed service has the capability of implementing box office and internet ticketing for additional agencies that operate outside of the Arts and Culture Centres.

40

S-R41. Identify the various desktop operating systems that the ticketing service is certified to work with. Include the versions of operating system software.

40

S-R42 Describe the ability to distribute the service to users across a variety of network connections. 50

S-R43. Indicate the anticipated network bandwidth requirement to support a browser based session. 40

S-R44. Describe the service implementation approach, including technical assessment, service activation and configuration. Identify any implementation methodology and tools that will be used to support the implementation.

50

S-R45. Based on creation of historical data, describe how the proposed service will provide data mining capabilities. 40

S-R46. Identify the various printer platforms that are supported by the proposed service. 40

S-R47. Describe the proposed service’s ability to support desktop-based printing. 40

TOTAL SCORE 1320



Date post:	10-Jul-2020
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