Event Management and Ticketing Software, RFP#14-079

Event Management and Ticketing Software, RFP#14-079 RFP Section RFP 1 General N/A What is the current Donor Management system being used by Boise State University Athletics? Is the intention to continue to use the current Donor Management system or replace it with Donor Management system offered by the awarded vendor? 2 General What is your current provider s fees, as well as capped income? 3 General If the responder goes live by August 15, 2014, what is the equivalent in total tickets sold for football from August 15, 2013 through the end of the season? (need to determine lost revenue potential due to late starting date) 4 General What is the maximum amount of total concurrent users Boise State would have (total licenses needed)? 5 General Does the University perform the ticketing services for the Famous Idaho Potato Bowl? 6 General When is the on-sale date for individual basketball tickets? 7 General What are the hours of service for the Boise State internal call center? 8 General Does Boise State desire to use a 3 rd party call center (ticketing company) versus handling calls internally? 9 1.2 3 Link to contract terms and conditions does not work. Please provide standard contract terms and conditions for review and revise response Advantage by Lutz Software. Currently, we would like to continue use of the system until we find a product that is equivalent or better. Per ticket fee (tickets processed all channels) $1.50, Cap $78,000. Annual license $62,400 Single game tickets would not be on sale by then, so all single sales would still be available. Last year we sold 326 season tickets after August 15. The maximum concurrent users is 45. Yes. 2 weeks prior to the first basketball game, usually middle of October. M-F 10a-6p, SA 10-4p It would be dependent upon costs, but yes, especially for after hours, some weekends and holidays. Terms and conditions were uploaded to the solicitation web site on January 3, 2014

RFP Section RFP time. 10 1.2 3 Contract Terms paragraph 5 Administrative Fee; is this contract exempt? If not, please explain exactly what the vendor would be expected to pay from any and all revenue sources payable to the vendor from this contract. Is it 1.25% or some other amount? 11 1.2 3 Contract Terms paragraph 18 what has been the history of the University Athletic Department or subsidiary involved with the current provider relative to acceptance of the product(s) provided? If there has been any delay or non-acceptance, please explain why. 12 1.2 3 Will the University consider qualifications to the offer that are solely business based? For example, some initial concerns: The administrative fee does not apply to this solicitation. There has been no delay or non-acceptance. Yes, we would consider these qualifications. 1. There is nothing in the RFP that specifies exclusivity with the ticketing services provider awarded the contract 2. There is no detail on how cancelled events would be handled financially 3. There is no detail on how chargebacks are handled/reimbursed. 4. There is no protection for deficiency 5. There is not protection on loss of or damage done to hardware provided by the ticketing services provider awarded the contract

RFP Section RFP 13 1.4 4 Annual Ticket Volumes Need additional ticket sales data Spreadsheets with needed information attached to page 3 & 4 of this document. Also send Excel sheet for Boise use if needed. See attached 14 1.4 3 & 4 Please provide the average number of annual events and average attendance for each of the venues listed 15 1.4 3 & 4 Please provide the average ticket price for events at each of the venues listed Athletics Football 7, 35,400 attendance Basketball 17, 6,400 attendance Morrison Center 73, 1,200 attendance Taco Bell Arena 28, 2,500 attendance BST 42, 123 attendance Athletics Football $65, Basketball $16 Morrison Center $47 Taco Bell Arena $55 BST - $20 16 1.4 3 & 4 please provide a further breakdown of tickets sold for each of the venues listed by internet, outlet, phone and box office 17 1.4 3 & 4 How many full-time and part-time ticketing staff are currently in place at each of the venues listed? 18 1.4 3 & 4 How many total concurrent users are there currently using the ticketing system? 19 1.4 3 & 4 How many PCs are running the current ticketing system for each of the venues listed and current operating systems? 20 1.4 3 & 4 How many Boca printers are currently in use for each of the venues listed and model numbers? See attached Ticket Sellers BST 2ft, 4 pt Athletics 4ft, 10 pt Morrison Center 2ft 4 pt Taco Bell Arena 2 ft, 3 pt The maximum concurrent users is 45 Athletics 12 Morrison Center 4 Taco Bell Arena 8 BST 10 inc outlets Athletics 9 Morrison Center 3 Taco Bell Arena 5 BST 7 inc outlets Model - microplus and miniplus 21 1.4 3 & 4 Will there be a time limit for the other venues The contract will go to the State Board for

RFP Section RFP (other than athletics) choosing to implement the software? 22 1.4 3 & 4 Can you please provide any volumes for e- tickets and mobile ticketing at Taco Bell Arena 23 1.4 3 & 4 Please provide any season ticket renewal data at each of the venues listed including % of online renewals or number of accounts renewed online 24 1.4 a-d 3-4 Please provide ticket sales data by sales channel. For example, for each group (athletics, entertainment and concerts, etc.) how many tickets are sold online, by telephone, at remote outlets, and at the box office; separately? approval in June. All venues will have to determine their direction before the meeting so the Board may approve the final contract terms. FY14 (6 mos) 30,000 Athletics online renewal is 5%. Morrison Center does not do online renewals See attached 25 1.4 a-d 3-4 From sales numbers, what are the current customer convenience and handling fees charged for each entity by sales channel? What is the breakdown of the corresponding fee structure? Specifically, are credit card fees added inside to the customer convenience fees? Are there any existing royalty payments made to promoters or internal sources from convenience fees? See attached Fee Chart used until July 2013. Today fees are not broken out by channel and each venue may do fees differently. Credit card fees: MC & TBA for certain shows put that as a separate line item under convenience, they have also rolled that into the convenience as a lookup table. Athletics generally rolls that into the price of the ticket. Athletics backs out a surcharge for football. 26 1.4 4 What is the breakdown of tickets sold by source (Internet, Group, Student, Box Office)? Currently there are no existing royalty payment contracts. This could evolve as the industry is dynamic and venues expect to be able to take advantage of opportunities. See attached 27 1.4 4 Can you please provide a breakdown of sales See attached

RFP Section RFP by sales channel (including, but not limited to internet, phones, Boise State Ticket Office and outlets (Broncos Stores)) for each category (single event tickets, Season tickets, comp and pull tickets) including average ticket value and average tickets per transaction? 28 1.4 4 Can you please provide clarification of the University's reference to e-ticket? What is that functionality from the University's point of view 29 2.5.2 6 Clarification: Our Company will agree to provide the State with 30 day notice of cancellation of an insurance policy. However, our carrier will not include this language on the actual certificate 30 2.5.9 7 Can you please provide further detail on Cyber Liability coverage that will be required? 31 2.59 7 What are your requirements for Cyber Liability and Property Insurance coverage? 32 4.3.2 10 If the offer or is submitting changes / exceptions to the standard State of Idaho Terms and Conditions, what would be a complaint response to this statement? 33 4.9.2 12 Would biographies for employees who will be managing services under the contract be complaint versus formal resumes? 34 5.1.6 13 Are there specific third party software that Boise State would like the system to connect with via API? E-ticket is an electronic form of entry into a venue, not including print at home tickets. This is acceptable. Cyber Liability with a minimum of $1million with both first and third party coverage. First party coverage if our data is breached; Third party coverage for our potential liability to others when their compromised data has been breached, i.e. students or patrons. Cyber Liability with a minimum of $1million with both first and third party coverage. First party coverage if our data is breached; Third party coverage for our potential liability to others when their compromised data has been breached, i.e. students or patrons. Section 1.2 of the RFP provide guidelines for addressing State Terms and Conditions. Yes. Currently our donor software, Advantage by Lutz Software.

RFP Section RFP 35 5.1.6 13 What, if any, specific third party solutions in place today or are in process for the future that you seek to connect via API? Does the University control access to rights for third party API access from these third party providers or is separate licensing potentially required? Currently our donor software, Advantage by Lutz Software, and the University does control access. 36 5.1.4 13 Can you please provide further details on what sort of information you need us to provide? 37 5.1.4 13 What is the work being referenced in this requirement. Is this regarding the system implementation or work that may occur after the Live Date, or other work? 38 5.1.8 13 What is the secondary ticketing platform being referenced in this requirement? 39 5.1.3 13 The proposed solution is hosted at a PCI compliant facility outside of the United States for all of our U.S. clients, including many public universities and municipalities. In addition, each client maintains full access and ownership of their data. Is the state willing to waive the requirement for a U.S. based hosting facility? 40 5.1.3 13 Clarification: Our Call Center is handled by a third party and operations are performed in Manila, Philippines. 41 5.2.2 13 Cure provisions are customary in contracts and reasonable. This is in reference to information needed from the University s venues for the system implementation. This is in reference to information needed from the University s venues for the system implementation. Secondary ticket market that is provided by the offeror. The contract must be with a domestic company and preference given to facilities within the US. Any additional costs or risks incurred by the University to ensure a foreign operation is in compliance with regulation will be considered in the cost analysis. This is acceptable, however customer service issues that might result will be considered in the evaluation. The last sentence of Section 5.2.2 of the RFP only prohibits the right to cure in the event of the Contractor s gross negligence or intentional misconduct which causes theft or misappropriation of the University s confidential

RFP Section RFP 42 5.2.3.b 15 When the ticketing system is live and being used, then final acceptance should be deemed. 43 5.2.3.c 15 This should be addressed via the contract s customary breach and cure provisions. 44 5.3.1 H 15 Is this question pertaining to the technical aspect of how the system is used? Please clarify. 45 5.4 (E) b. 15 Please explain How are shared resources allocated to minimize impact on a given venue s processing ability? 46 5.5 A 16 How what is displayed on processed orders? The questions just refers to it. 47 5.5a 17 The wording of this requirement is confusing. What is to be displayed on processed orders and how does this relate to payment search functionality? 48 5.6 16 What is the current donor management platform Athletics is using? Is Performing Arts using one? information. We will not remove this limited cure prohibition. In the redline copy, the first sentence of Section 5.2.3.b of the RFP, the University cannot interpret a difference between the original language and the suggested revision. Section 5.2.3.c was intended to allow for a resolution if a project schedule could not be reached. This is an additional level of protection to the vendor in that if an agreement could not be reached the parties could terminate without cost to the vendor. This can be addressed through the breach and remedy provisions, State T&C section 2 Termination, however that will make the vendor liable for costs incurred if the University is required to go with the second lowest bid. We are looking for examples of current partners with your software for each of our different venues. If there are any shared resources between the University s venues, how may that impact speed, volume of sales, service, etc. because it is being shared (such as a server). 5.5A can be disregarded. See section 5.1.9 for requirement. 5.5A can be disregarded. See section 5.1.9 for requirement. Advantage by Lutz Software. No, Performing Arts is not using a donor management system. 49 5.6(E) a 16 Can Boise please define the type of data to be The type of data is bi-directional and integrated.

RFP Section RFP imported / exported? Is this integration or just file transfer? Will the data transfer need to be bi-directional? Data such as account numbers, seat locations, away game ticket purchases, priority point rankings, etc. 50 5.6 (E) b. 16 Please clarify does the architecture allow for real-time interfaces amongst varied operating systems? Does the software allow real-time (within an hour) updates with third party systems, such as a donor management system or CRM? 51 5.6 (E) b. 16 Please clarify does it also support batch interfaces. automatically? If the software does not update in real-time, does it allow import/export of data at set times (nightly) automatically. 52 5.6(E) d 16 What type of data files? What frequency? Seat locations, away game ticket purchases, priority point rankings, parking, etc. 53 5.8 17 Can you please provide the name of the University's current ticket printing vendor for clarification of ability to FTP print files? We do not have a set vendor. We have used in the past, WW&L, Consolidated Printing, Paramount, and Indiana Ticket. 54 5.9.1 G 18 Can you provide clarification on this question? Can we change the order of seat selling order (seat, section, area, etc) when trying to select best available? 55 5.9.2 (and others) 18 Does the University have an existing relationship with a secondary market provider that will be in existence during the new agreement? 56 5.9.1(E) g. 18 Please clarify demand pricing. Can we change the order of seat selling order (seat, section, area, etc) when trying to select best available? 57 5.9.4 (E) b. 18 Please clarify does the system support multiple payments in varying percentages? 58 5.10.1 (E) f. 21 Please clarify the non-ticket items the University would like to sell on an ecommerce site. No. Can a customer use multiple payment options, cash, multiple credit cards, cash, for one purchase transaction. Examples include parking, food voucher, fan gifts, VIP access, pre-event activity 59 5.10.3 (E) 23 Please clarify the needed functionality from Does the system automatically select a group price when the ticket quantity is reached, among

RFP Section RFP the ticketing system to accomplish this others, questions A-F. 60 5.10.6 (E) a. 23 Please describe your desired functionality in regard to premium sales/suite sales that you mention in the above. 61 5.10.3 (E) d 23 Please describe the functionality of providing welcome messaging on the scoreboard. 62 5.10.12 25 Is an outbound sales team currently in place? If yes, how many staff members? 63 5.10.13 25 What email marketing solution is being used currently? Can you provide the number of current email records? How can we increase premium sales? Separate online map, can payments be made to a separate bank account, etc. A notes section specific for groups that is separate from all other notes, in order to run a single report prior to a specific game. Not currently. Athletics - The email software with our current ticketing system. Can have as many as 50,000 records with athletics alone. Morrison Center Constant Contact, 70,000 Taco Bell Arena Constant Contact, 70,000 64 5.10.10 E 25 Can you provide clarification on this question? Can prices be changed based upon demand for a ticket or section? 65 5.11.3 B 26 Can you provide further information on data mining? 66 5.10.13 F 26 Can you please provide examples of other non-ticketing marketing partners 67 5.11.1 26 What CRM system is currently being used? How many users of the CRM currently and How many would be needed in the future? 68 5.13.1 27 How many people make up the Boise State internal call center? Titles? Can we pull reports of individuals that have attended multiple events, or individuals that spent a certain amount per purchase and all their demographic information? This is in reference to selling tickets off-site at retailers such as a grocery chain, bookstore, or fast-food restaurant, etc. No CRM system is being used currently. Would want as many users as we do have for our ticketing software. Box Office Manager BO Assistant Accountant 4 pt call center 69 5.13.1 F 27 Can you define a mobile box office? Is it Yes, it is referring to selling tickets off-site, and

RFP Section RFP referring to selling tickets off site? 70 5.13.1 27 For the five client references, is it complaint to include some of the same written references in 4.8.2? 71 6.4 29 Please confirm that printer add-on capabilities for the scanners is a required function but it is not mandatory to include the printers themselves 72 6.4 29 Do you have additional detail on the location of the 24 wireless access points by venue 73 6.4 29 Do you have additional detail on the distribution of the 90 scanners by venue 74 6.4 (E) 29 Does Boise State request the ticketing company to provide the hardware mentioned? Who will own the equipment? possibly a stand-alone kiosk. Yes. It is not mandatory unless the printer is necessary for e-ticket or other entry functionality of the software. Athletics Bronco Stadium 12 Morrison Center 11 Taco Bell Arena 11 Athletics 56 Morrison Center 10 Taco Bell Arena - 22 BST - 2 Yes. The equipment can be owned by either the University or software company, or leased. We are open to all options. 75 6.4 (E) 29 Who will manage the hardware onsite? The University, unless otherwise noted if not owned/leased by the University. 76 6.4(E) 29 Please indicate if the University has any preferences to owning equipment, leasing it or having it provided by Vendor. No preference. 77 6.3 (E) b. 29 Please describe the desired process and criterion for the University to approve and/or replacement of the account rep. 78 6.4 (E) 29 The proposed solution does not include the provision of scanners, wireless access points and other hardware at the customer s site(s). Is the state willing to consider sourcing such equipment or would the lack of a The vendors should describe their recommended process. The University expects to have the ability to require a replacement of an account representative that is not meeting defined responsibilities. No, this would be exclusion from the RFP process.

RFP Section RFP provision be grounds for exclusion from the RFP process? 79 6.4 29 Does the campus infrastructure support network connectivity between all sites using ticketing services? If not, how many autonomous networks require access to ticketing services? 80 6.5 29-30 Is there an existing campus-managed wireless network with which the access control system could be integrated? 81 8.10 31 Can you please provide further details and clarification on cost scoring and normalization 82 8.10 31 Can you please clarify how the lowest overall total cost proposed will be calculated? For example will this be a combination of all costs or will it include only fixed costs? 83 9.2.1 32 Clarification Requested: Can BSU please define the term "defect free for 365 days"? 84 9.2.3 32 Clarification: Our Company will not agree to allow the University to repair or replace any portion of the Software without Our Company s prior approval. In the event the University performs any act to repair or replace any or all of the Software or Hardware without Our Company s prior approval, or reperform any services without Our Company s prior approval, Our Company does not agree to provide any reimbursement for such acts. 85 9.2.1 32 Replaced with our company s standard warranty, which is consistent with industry yes No, not PCI compliant The total actual cost to the University will be considered, and then points awarded based upon the percentage of the cost per the lowest cost. It will be a combination of all costs to the University. This is standard for all of our hosted solutions. We want the provider to warranty that the system will operate for one year without defect. The second sentence of Section 9.2.3 of the RFP only allows self-remedy after the Contractor fails to repair or replace. The sentence provides that self-remedy includes to replace the Software and the Hardware... The proposed changes are not acceptable. This is standard for all of our hosted solutions. We want the provider to warranty that the system will operate for one year without defect.

RFP Section RFP standards. Given over 100 customers, our company prefers that warranties are standard across customers. 86 9.2.3 32 Any hardware provided is subject to the OEM s standard warranty. Self-remedy is not applicable given the hosted solution offsite. The second sentence of Section 9.2.3 of the RFP only allows self-remedy after the Contractor fails to repair or replace. The sentence provides that self-remedy includes to replace the Software and the Hardware... The proposed changes are not acceptable.