Item 7 - Approval of Agmt. with TicketSearch North America LLC for Box Office Ticketing Software at PCPADATE: TO: FROM: CONTACT: SUBJECT: Summary: AGENDA RE PO RT City of Poway June 1, 2021 Honorable Mayor and Members of the City Council Wendy Kaserman, Assistant City Manager W!t-Roger Morrison, Senior Management Analyst ~ (858) 668-4581 or rmorrison@poway.org CITY COUNCIL Approval of Agreement Between the City of Poway and TicketSearch North America LLC for Box Office Ticketing Software at the Poway Center for the Performing Arts The City of Poway offers box office services at the Poway Center for the Performing Arts (PCPA), which includes walk-up and internet ticket sales, patron management, accounting, and reporting. The City's previous ticketing services vendor, SeatAdvisor Inc., ceased operations in December 2020. A Request for Proposals was issued and five proposals were received. TicketSearch North America LLC was identified as the most qualified and cost-effective choice that meets the City's current needs and anticipated future requirements. The cost is $31,000 per year for three years. There are sufficient funds in the current operating budget to implement the terms of the agreement this fiscal year, and sufficient funds will be included in the budget requests for subsequent fiscal years. Recommended Action: It is recommended that the City Council approve a three-year Agreement with TicketSearch North America LLC at a price of $31,000/year and authorize the City Manager to execute all necessary documents associated with the Agreement. Discussion: The Poway Center for the Performing Arts (PCPA) was established in 1990 as a municipal and educational facility for the presentation of performing arts, educational programming, and the display of fine arts. Since the City offers box office services to rental clients, key functionalities for the ticketing software include the technological capabilities to accurately and efficiently print and track ticket sales, produce financial reports, and maintain patron records. In 2014, the City entered into a contract with SeatAdvisor Inc. to provide a ticketing system. In December 2020, SeatAdvisor Inc. ceased operations. The PCPA was already closed at that time due to the pandemic. As the City prepares to reopen the PCPA, a new ticketing system vendor is now needed. 1 of68 June 1, 2021, Item #7
The Community Services Department, along with the Information Technology Division of the Finance Department, developed and released a Request for Proposals for a ticketing system. Proposals were received from five (5) vendors. Staff evaluated and rated the proposals based on pricing structure and ticketing features. TicketSearch North America LLC was identified as the most qualified and cost-effective choice that meets the City's current needs and anticipated future requirements. The Agreement (Attachment A) includes pricing and terms for the software installation, support, and maintenance. The cost of the three-year Agreement is $31, 100/year for the issuance of up to 100,000 tickets per year, with a cost of $0.40/ticket thereafter (complementary tickets are free). Based on historical data showing use of approximately 92,000 tickets/year, the City is unlikely to exceed the allowance. As the system is able to utilize the City's existing equipment, there is no additional cost for equipment purchases, and TicketSearch is waiving the start-up costs such as setup of the seating map, training, and importation of customer data from the previous system. The annual cost of the ticketing system plus credit card processing fees payable to a separate entity is approximately $66,000. These ticketing costs are fully offset by revenue from ticket sales, which totaled approximately $130,000 in the last full year of operation (FY18-19). Partial offset of additional City costs such as staffing, maintenance, and other operating expenses occurs through ticketing fees, rental and staff services fees, and the joint-use contribution from the Poway Unified School District. Per City Council direction at the April 6, 2021 PCPA Workshop, the City will be completing a fee study that will analyze opportunities to increase the cost recovery of PCPA operations. Cost and revenue amounts may vary due to safe reopening of the theatre and any ongoing pandemic regulations. Sufficient funds are in the current operating budget to begin implementation this fiscal year, and staff will request sufficient funding in subsequent fiscal years for the cost of the agreement. The implementation schedule in the TicketSearch proposal should allow full implementation by mid-August at the latest. Shows at the PCPA are scheduled to resume in September. Environmental Review: This item is not subject to CEQA review. Fiscal Impact: Sufficient funds are available in the Performing Arts Center -Other Fees account (204020-51130) to implement the Agreement. Public Notification: None. Attachment: A. Agreement Reviewed/ Approved By: ,J ~ we'!tZT Kaserma n Assistant City Manager 2 of68 Reviewed By: Alan Fenstermacher City Attorney Approved By: Ch~ City Manager June 1, 2021, Item #7
City of Poway STANDARD AGREEMENT FOR SERVICES This Agreement, entered into this 1st day of June, 2021, by and between the CITY OF POWAY (hereinafter referred to as "City") and TicketSearch North America LLC (hereinafter referred to as "Consultant"). RECITALS WHEREAS, City desires to obtain the services of a private consultant to perform Box Office Ticketing Services for the Poway Center for the Performing Arts; WHEREAS, Consultant is a ticketing services provider and has represented that Consultant possesses the necessary qualifications to provide such services; WHEREAS, City has authorized the preparation of an agreement to retain the services of Consultant as hereinafter set forth. NOW, THEREFORE, IT IS MUTUALLY AGREED THAT CITY DOES HEREBY RETAIN CONSULTANT ON THE FOLLOWING TERMS AND CONDITIONS: 1. Scope of Services. Consultant shall provide services as described in Exhibit "A" entitled "Special Provisions" attached hereto and made a part hereof. 2. Compensation and Reimbursement. City shall compensate and reimburse Consultant as provided in Exhibit "A" entitled "Special Provisions" attached hereto and made a part hereof. 3. Term of Agreement. The term of this Agreement shall be as described on Exhibit "A" entitled "Special Provisions" attached hereto and made a part hereof. 4. Termination. This Agreement may be terminated with or without cause by City. Termination without cause shall be effective only upon 60-day written notice to Consultant. During said 60-day period Consultant shall perform all consulting services in accordance with this Agreement. This Agreement may be terminated by City for cause in the event of a material breach of this Agreement, misrepresentation by Consultant in connection with the formation of this Agreement or the performance of services, or the failure to perform services as directed by City. Termination for cause shall be effected by delivery of written notice of termination to Consultant. Such termination shall be effective upon delivery of said notice. 3 of68 ATTACHMENT A June 1, 2021, Item #7
5. Confidential Relationship. City may from time to time communicate to Consultant certain information to enable Consultant to effectively perform the services. Consultant shall treat all such information as confidential, whether or not so identified, and shall not disclose any part thereof without the prior written consent of the City. Consultant shall limit the use and circulation of such information, even within its own organization, to the extent necessary to perform the services. The foregoing obligation of this Paragraph 5, however, shall not apply to any part of the information that (i) has been disclosed in publicly available sources of information; (ii) is, through no fault of Consultant, hereafter disclosed in publicly available sources of information; (iii) is now in the possession of Consultant without any obligation of confidentiality; or (iv) has been or is hereafter rightfully disclosed to Consultant by a third party, but only to the extent that the use or disclosure thereof has been or is rightfully authorized by that third party. Consultant shall not disclose any reports, recommendations, conclusions or other results of the services or the existence of the subject matter of this contract without the prior written consent of the City. In its performance hereunder, Consultant shall comply with all legal obligations it may now or hereafter have respecting the information or other property of any other person, firm or corporation. 6. Office Space and Clerical Support. and expense. 7. Consultant shall provide its own office space and clerical support at its sole cost Covenant Against Contingent Fees. Consultant declares that it has not employed or retained any company or person, other than a bona fide employee working for Consultant, to solicit or secure this Agreement, that it has not paid or agreed to pay any company or person, other than a bona fide employee, any fee, commission, percentage, brokerage fee, gift or any other consideration, contingent upon or resulting from the award or making of the Agreement. For breach of violation of this warranty, City shall have the right to annul this Agreement without liability, or, at its sole discretion, to deduct from the Agreement price or consideration, or otherwise recover the full amount of such fee, commission, percentage, brokerage fee, gift or contingent fee. 8. Ownership of Documents. All memoranda, reports, plans, specifications, maps and other documents prepared or obtained under the terms of this Agreement shall be the property of City and shall be delivered to City by Consultant upon demand. 9. Conflict of Interest and Political Reform Act Obligations. During the term of this Agreement Consultant shall not act as consultant or perform services of any kind for any person or entity whose interests conflict in any way with those of the City of Poway. Consultant shall at all times comply with the terms of the Political Reform Act and the local conflict of interest code. Consultant shall immediately disqualify itself and shall not use its official position to influence in any way any matter coming before the City in which the Consultant has a financial interest as defined in Government Code Section 87103. Consultant represents that it has no knowledge of any financial interests which would require it to disqualify itself from any matter on which it might perform services for the City. 4of68 June 1, 2021, Item #7
"Consultant" means an individual who, pursuant to a contract with a state or local agency: (A) Makes a governmental decision whether to: 1. Approve a rate, rule or regulation; 2. Adopt or enforce a law; 3. Issue, deny, suspend, or revoke any permit, license, application, certificate, approval, order, or similar authorization or entitlement; 4. Authorize the City to enter into, modify, or renew a contract provided it is the type of contract that requires City approval; 5. Grant City approval to a contract that requires City approval and to which the City is a party, or to the specifications for such a contract; 6. Grant City approval to a plan, design, report, study, or similar item; 7. Adopt, or grant City approval of, policies, standards, or guidelines for the City, or for any subdivision thereof; or (B) Serves in a staff capacity with the City and in that capacity participates in making a governmental decision as defined in the Political Reform Act and/or implementing regulations promulgated by the Fair Political Practices Commission, or performs the same or substantially all the same duties for the City that would otherwise be performed by an individual holding a position specified in the City's Conflict of Interest Code. DISCLOSURE DETERMINATION: C8] 1. Consultant/Contractor will not be "making a government decision" or "serving in a staff capacity" as defined in Sections A and B above. No disclosure required. D 2. Consultant/Contractor will be "making a government decision" or "serving in a staff capacity" as defined in Sections A and B above. As a result, Consultant/Contractor shall be required to file a Statement of Economic Interest with the City Clerk of the City of Poway in a timely manner as required by law. Department Director 10. No Assignments. Neither any part nor all of this Agreement may be assigned or subcontracted, except as otherwise specifically provided herein, or to which City, in its sole discretion, consents to in advance thereof in writing. Any assignment or subcontracting in violation of this provision shall be void. 11. Maintenance of Records. Consultant shall maintain all books, documents, papers, employee time sheets, accounting records, and other evidence pertaining to costs incurred and shall make such materials available at its office at all reasonable times during the contract period and for three (3) 5 of68 June 1, 2021, Item #7
years from the date of final payment under this Agreement, for inspection by City and copies thereof shall be furnished, if requested. 12. Independent Contractor. At all times during the term of this Agreement, Consultant shall be an independent contractor and shall not be an employee of the City of Poway. City shall have the right to control Consultant only insofar as the results of Consultant's services rendered pursuant to this Agreement; however, City shall not have the right to control the means by which Consultant accomplishes such services. 13. Licenses, Permits, Etc. Consultant represents and declares to City that it has all licenses, permits, qualifications, and approvals of whatever nature that are legally required to practice its profession. Consultant represents and warrants to City that Consultant shall, at its sole cost and expense, keep in effect at all times during the term of this Agreement, any license, permit, or approval which is legally required for Consultant to practice its profession. 14. Consultant's Insurance. Consultant shall provide insurance as set forth in Exhibit "A" entitled "Special Provisions" attached hereto and made a part hereof. 15. Indemnification. (a) For Claims (as defined herein) other than those alleged to arise from Consultant's negligent performance of professional services, City and its respective elected and appointed boards, officials, officers, agents, employees and volunteers (individually and collectively, "lndemnitees") shall have no liability to Consultant or any other person for, and Consultant shall indemnify, protect and hold harmless lndemnitees from and against, any and all liabilities, claims, actions, causes of action, proceedings, suits, damages, judgments, liens, levies, costs and expenses, including reasonable attorneys' fees and disbursements (collectively "Claims"), which lndemnitees may suffer or incur or to which lndemnitees may become subject by reason of or arising out of any injury to or death of any person(s), damage to property, loss of use of property, economic loss or otherwise occurring as a result of Consultant's negligent performance under this Agreement, or by the negligent or willful acts or omissions of Consultant, its agents, officers, directors, sub-consultants or employees. (b) For Claims alleged to arise from Consultant's negligent performance of professional services, lndemnitees shall have no liability to Consultant or any other person for, and Consultant shall indemnify and hold harmless lndemnitees from and against, any and all Claims that lndemnitees may suffer or incur or to which lndemnitees may become subject by reason of or arising out of any injury to or death of any person(s), damage to property, loss of use of property, economic loss or otherwise to the extent occurring as a result of Consultant's negligent performance of any professional services under this Agreement, or by the negligent or willful acts or omissions of Consultant, its agents, officers, directors, sub-consultants or employees, committed in performing any of professional services under this Agreement. For Claims alleged to arise from Consultant's professional services, Consultant's defense obligation to lndemnitees shall include only the reimbursement of reasonable defense costs and attorneys' fees to the extent caused by Consultant's negligence. 6 of68 June 1, 2021, Item #7
(c) The foregoing obligations of Consultant shall not apply to the extent that the Claims arise from the sole negligence or willful misconduct of City or its elected and appointed boards, officials, officers, agents, employees and volunteers. (d) In any and all Claims against City by any employees of the Consultant, anyone directly or indirectly employed by it or anyone for whose acts it may be liable, the indemnification obligation under this Section 15 shall not be limited in any way by any limitation on the amount or type of damages, compensation or benefits payable by or for the Consultant under worker's compensation acts, disability benefit acts or other employee benefit acts. (e) Consultant shall, upon receipt of written notice of any Claim, promptly take all action necessary to make a claim under any applicable insurance policy or policies Consultant is carrying and maintaining; however, if Consultant fails to take such action as is necessary to make a claim under any such insurance policy, Consultant shall reimburse City for any and all costs, charges, expenses, damages and liabilities incurred by City in making any claim on behalf of Consultant under any insurance policy or policies required pursuant to this Agreement. (f) The obligations described in Section 15(a) through (e) above shall not be construed to negate, abridge or otherwise reduce any other right or obligation of indemnity which would otherwise exist as to any party or person indemnified pursuant to this Section 15. (g) The rights and obligations of the parties described in this Section 15 shall survive the termination of this Agreement. 16. Assumption of Risk. Except for injuries to persons caused by the willful misconduct of any lndemnitee and not covered by insurance maintained, or required by this Agreement to be maintained, by Consultant: (a) Consultant hereby assumes the risk of any and all injury and damage to the personnel (including death) and property of Consultant that occurs in the course of, or in connection with, the performance of Consultant's obligations under this Agreement, including but not limited to Consultant's Scope of Services; and (b) it is hereby agreed that the lndemnitees are not to be liable for injury or damage which may be sustained by the person, goods or property of Consultant or its employees in connection with Consultant's performance its obligations under this Agreement, including but not limited to Consultant's Scope of Services. 17. Consultant Not an Agent. Except as City may specify in writing, Consultant shall have no authority, expressed or implied, to act on behalf of City in any capacity whatsoever as an agent. Consultant shall have no authority, expressed or implied, pursuant to this Agreement to bind City to any obligation whatsoever. 18. Personnel. Consultant shall assign qualified and certified personnel to perform requested services. The City shall have the right to review and disapprove personnel for assignment to Poway projects. City shall have the unrestricted right to order the removal of any person(s) assigned by Consultant by giving oral or written notice to Consultant to such effect. 7 of68 June 1, 2021, Item #7
Consultant's personnel shall at all times comply with City's drug and alcohol policies then in effect. 19. Notices. Notices shall be given as described on Exhibit "A" entitled "Special Provisions" attached hereto and made a part hereof. 20. Governing Law, Forum Selection and Attorneys' Fees. This Agreement shall be governed by, and construed in accordance with, the laws of the State of California. Each party to this Agreement consents to personal jurisdiction in San Diego County, California, and hereby authorizes and accepts service of process sufficient for personal jurisdiction by first class mail, registered or certified, postage prepaid, to its address for giving notice as set forth in Exhibit "A" hereto. Any action to enforce or interpret the terms or conditions of this Agreement shall be brought in the Superior Court in San Diego County, Central Division, unless the parties mutually agree to submit their dispute to arbitration. Consultant hereby waives any right to remove any such action from San Diego County as is otherwise permitted by California Code of Civil Procedure section 394. The prevailing party in any such action or proceeding shall be entitled to recover all of its reasonable litigation expenses, including its expert fees, attorneys' fees, courts costs, arbitration costs, and any other fees. Notwithstanding the foregoing, in the event that the subject of such an action is compensation claimed by Consultant in the event of termination, Consultant's damages shall be limited to compensation for the 60-day period for which Consultant would have been entitled to receive compensation if terminated without cause, and neither party shall be entitled to recover their litigation expenses. 21. Gender. Whether referred to in the masculine, feminine, or as "it," "Consultant" shall mean the individual or corporate consultant and any and all employees of consultant providing services hereunder. 22. Counterparts. This Agreement (and any amendments) may be executed in multiple counterparts, each of which shall be deemed an original, but all of which, together, shall constitute one and the same instrument. Documents delivered by telephonic facsimile transmission shall be valid and binding. 23. Entire Agreement. This Agreement shall constitute the entire understanding between Consultant and City relating to the terms and conditions of the services to be performed by Consultant. No agreements, representations or promises made by either party, whether oral or in writing, shall be of any force or effect unless it is in writing and executed by the party to be bound thereby. 24. Certification and Indemnification Regarding Public Employees' Retirement Law/Pension Reform Act of 2013. Contractor hereby certifies that all persons providing services to City by Contractor are not current members of the California Public Employees' Retirement System (Cal PERS) and shall not become members of CalPERS while providing services to City. 8 of68 June 1, 2021, Item #7
Contractor further provides that in the event Contractor assigns a retired annuitant receiving a pension benefit from CalPERS to perform services for City, the retired annuitant is in full compliance with Government Code section 7522.56. A copy of Government Code section 7522.56 is attached hereto as Exhibit "B." Further, Contractor hereby fully and unconditionally indemnifies City from all penalties, fees, employer and employee contributions, or any other assessments imposed by CalPERS in the event CalPERS determines the person assigned by Contractor to provide services to City has been misclassified. 25. Severability. If any provision of this Agreement is determined by any court of competent jurisdiction or arbitrator to be invalid, illegal, or unenforceable to any extent, that provision shall, if possible, be construed as though more narrowly drawn, if a narrower construction would avoid such invalidity, illegality, or unenforceability or, if that is not possible, such provision shall, to the extent of such invalidity, illegality, or unenforceability, be severed, and the remaining provisions of this Agreement shall remain in effect. (Remainder of page intentionally left blank) 9 of68 June 1, 2021, Item #7
IN WITNESS WHEREOF, the parties hereto have duly executed this Agreement on the date first above written. CITY OF POWAY By:-----------Chris Hazeltine, City Manager Date: __________ _ ATTEST: Vaida Pavolas, CMC, City Clerk APPROVED AS TO FORM: By:-------------Alan Fenstermacher, City Attorney 10 of 68 TicketSearch North America LLC By:------------Name, Title Date: ___________ _ June 1, 2021, Item #7
"SPECIAL PROVISIONS" EXHIBIT "A" A. Scope of Services. Consultant agrees to perform consulting services as required by City, which shall consist of the ticketing services further described in the Scope of Services submitted with the proposal dated April 15, 2021, which is included in this document as Attachment 1, and incorporated by reference, as if its contents were fully set forth herein. Consultant shall provide the necessary qualified personnel to perform the services. B. Compensation and Reimbursement. City shall pay Consultant a fee in accordance with Option 2 of the Fee Proposals submitted with the proposal dated April 15, 2021, which is included in this document as Attachment 1. Fee is $31,000/year for the sale of up to 100,000 tickets, with overage billed yearly at a rate of $0.40/ticket and $0 for Complimentary Tickets. Other fee types are as noted in the proposal dated April 15, 2021, which is included in this document as Attachment 1, and incorporated by reference, as if its contents were fully set forth herein. Consultant's fee shall include and Consultant shall be responsible for the payment of all federal, state, and local taxes of any kind which are attributable to the compensation received. In addition to said consulting fee, Consultant shall be reimbursed for all reasonable expenses, including lodging, telephone, and travel (air, auto, rail) necessarily incurred in performance of the services. Consultant shall bill City for such expenses as incurred, referencing this Agreement. All expenses shall be itemized and supported by receipts for amounts in excess of Twenty-Five Dollars ($25.00). Statements for reimbursement of expenses shall be paid within ten (10) days of approval by City. All air travel shall be billed at coach or special fare rates. Reimbursement for lodging is limited to travel from outside of San Diego County. Consultant shall receive prior authorization for air travel and lodging expenses. All other expenses shall be reimbursed in accordance with City's cash disbursement policies in effect at the time incurred. C. Term of Agreement. This Agreement shall be effective from the period commencing June 1, 2021, and ending June 1, 2024, unless sooner terminated by City as provided in the section of this Agreement entitled "Termination." This Agreement may be extended for up to two additional one-year periods upon approval in writing of the City Manager and Consultant. Upon expiration or termination of this Agreement, Consultant shall return to City any and all equipment, documents or materials and all copies made thereof which Consultant received from City or produced for City for the purposes of this Agreement. D. Consultant's Insurance. 1. Coverages: Consultant shall obtain and maintain during the life of this Agreement all of the following insurance coverages: 11 of 68 June 1, 2021, Item #7
(a) Comprehensive General Liability, including premises-operations, products/completed, broad form property damage, and blanket contractual liability with the following coverages: General Liability $1,000,000 Bodily Injury and Property Damage combined each occurrence and $2,000,000 aggregate. (b) Automobile Liability, including owned, hired, and non-owned vehicles: $1,000,000 combined single limit. (c) Consultant shall obtain and maintain, during the life of the Agreement, a policy of Professional Errors and Omissions Liability Insurance with policy limits of not less than $1,000,000 combined single limits, per claim and annual aggregate. (d) Workers' Compensation insurance in statutory amount. All of the endorsements which are required above shall be obtained for the policy of Workers' Compensation insurance. 2. Endorsements: Endorsements shall be obtained so that each policy contains the following three provisions: (a) Additional Insured. (Not required for Professional Errors and Omissions Liability Insurance or Workers' Compensation.) "City of Poway and its elected and appointed boards, officers, agents, and employees are additional insureds with respect to this subject project and contract with City." (b) Notice. "Said policy shall not terminate, nor shall it be canceled, until thirty (30) days after written notice is given to City." (c) Primary Coverage. "The policy provides primary coverage to City and its elected and appointed boards, officers, agents, and employees. It is not secondary or in any way subordinate to any other insurance or coverage maintained by City." 3. Insurance Certificates: Consultant shall provide City certificates of insurance showing the insurance coverages described in the paragraphs above, in a form and content approved by City, prior to beginning work under this Agreement. E. Notices. All notices, billings and payments hereunder shall be in writing and sent to the following addresses: 12 of 68 June 1, 2021, Item #7
To City: To Consultant: 13 of 68 City of Poway P.O. Box 789 Poway, CA 92074 Complete Name and Address June 1, 2021, Item #7
EXHIBIT "B" Cal Gov Code§ 7522.56 Deering's California Codes are current through all 1016 chapters of the 2018 Regular Session and the November 6, 2018 Ballot Measures. Deering's California Codes Annotated> GOVERNMENT CODE> Title 1 General> Division 7 Miscellaneous > Chapter 21 Public Pension and Retirement Plans > Article 4 California Public Employees' Pension Reform Act of 2013 § 7522.56. Provisions applicable to person receiving pension benefit from public retirement system; Section supersedes conflicting provisions (a)This section shall apply to any person who is receiving a pension benefit from a public retirement system and shall supersede any other provision in conflict with this section. (b) A retired person shall not serve, be employed by, or be employed through a contract directly by, a public employer in the same public retirement system from which the retiree receives the benefit without reinstatement from retirement, except as permitted by this section. (c) A person who retires from a public employer may serve without reinstatement from retirement or loss or interruption of benefits provided by the retirement system upon appointment by the appointing power of a public employer either during an emergency to prevent stoppage of public business or because the retired person has skills needed to perform work of limited duration. ( d)Appointments of the person authorized under this section shall not exceed a total for all employers in that public retirement system of 960 hours or other equivalent limit, in a calendar or fiscal year, depending on the administrator of the system. The rate of pay for the employment shall not be less than the minimum, nor exceed the maximum, paid by the employer to other employees performing comparable duties, divided by 173.333 to equal an hourly rate. A retired person whose employment without reinstatement is authorized by this section shall acquire no service credit or retirement rights under this section with respect to the employment unless he or she reinstates from retirement. (e) 14 of 68 (l)Notwithstanding subdivision (c), any retired person shall not be eligible to serve or be employed by a public employer if, during the 12-month period prior to an appointment described in this section, the retired person received any unemployment insurance compensation arising out of prior employment subject to this section with June 1, 2021, Item #7
a public employer. A retiree shall certify in writing to the employer upon accepting an offer of employment that he or she is in compliance with this requirement. (2)A retired person who accepts an appointment after receiving unemployment insurance compensation as described in this subdivision shall terminate that employment on the last day of the current pay period and shall not be eligible for reappointment subject to this section for a period of 12 months following the last day of employment. (f)A retired person shall not be eligible to be employed pursuant to this section for a period of 180 days following the date of retirement unless he or she meets one of the following conditions: 15 of 68 (1 )The employer certifies the nature of the employment and that the appointment is necessary to fill a critically needed position before 180 days have passed and the appointment has been approved by the governing body of the employer in a public meeting. The appointment may not be placed on a consent calendar. (2) (A)Except as otherwise provided in this paragraph, for state employees, the state employer certifies the nature of the employment and that the appointment is necessary to fill a critically needed state employment position before 180 days have passed and the appointment has been approved by the Department of Human Resources. The department may establish a process to delegate appointing authority to individual state agencies, but shall audit the process to determine if abuses of the system occur. If necessary, the department may assume an agency's appointing authority for retired workers and may charge the department an appropriate amount for administering that authority. (B)For legislative employees, the Senate Committee on Rules or the Assembly Rules Committee certifies the nature of the employment and that the appointment is necessary to fill a critically needed position before 180 days have passed and approves the appointment in a public meeting. The appointment may not be placed on a consent calendar. (C)For employees of the California State University, the Trustees of the California State University certifies the nature of the employment and that the appointment is necessary to fill a critically needed position before 180 days have passed and approves the appointment in a public meeting. The appointment may not be placed on a consent calendar. (3)The retiree is eligible to participate in the Faculty Early Retirement Program pursuant to a collective bargaining agreement with the California State University that existed prior to January 1, 2013, or has been included in subsequent agreements. ( 4)The retiree is a public safety officer or firefighter hired to perform a function or functions regularly performed by a public safety officer or firefighter. June 1, 2021, Item #7
(g)A retired person who accepted a retirement incentive upon retirement shall not be eligible to be employed pursuant to this section for a period of 180 days following the date of retirement and subdivision (f) shall not apply. (h)This section shall not apply to a person who is retired from the State Teachers' Retirement System, and who is subject to Section 24214, 24214.5 or 26812 of the Education Code. (i)This section shall not apply to (1) a subordinate judicial officer whose position, upon retirement, is converted to a judgeship pursuant to Section 69615, and he or she returns to work in the converted position, and the employer is a trial court, or (2) a retiree of the Judges' Retirement System or the Judges' Retirement System 11 who is assigned to .serve in a court pursuant to Section 68543.5. History Added Stats 2012 ch 296 § 15 (AB 340), effective January 1, 2013. Amended Stats 2013 ch 528 § 11 (SB 13), effective October 4, 2013 (ch 528 prevails); ch 76 § 75 (AB 383), effective January 1, 2013; Stats 2014 ch 238 § 1 (AB 2476), effective January 1, 2015. Annotations Notes Amendments: Note--Amendments: 2013 Amendment: Substituted (1) "have passed" for "has passed" in the first sentence of subds (f)(l) and (f)(2); (2) "or firefighter hired to perform a function or functions regularly performed by a public safety officer or firefighter" for "of firefighter" in subd (f)( 4); and (3) "Judges' Retirement System" for "Judges' Retirement System I" in subd (i). 16 of 68 June 1, 2021, Item #7
ea c April 15th, 2021 City of Poway -Community Services Department Box Office Ticketing System RFP 21-021 13325 Civic Center Drive Poway, CA 92064 Email: rmorrison@poway.org Re: RFP for Box Office Ticketing System Attn: Roger Morrison Ticketing built your wa/s It is our pleasure to submit the attached Proposal for consideration by the City of Poway Community Services Department Respondent's Information: TicketSearch North America LLC 1706 Sarazen Pl, Naples, FL 34120 Tel. 1-888-483-8762 TicketSearch North America LLC is a partnership. Summary of Services: We are happy to submit this RFP for your consideration of the TicketSearch system. TicketSearch has been developed over the last 8 years with the creator boasting 13 years of experience in the ticketing industry, including as a franchisee of SABO, and has taken all of the feedback from customers over this time and developed a complete box office solution. TicketSearch is a one-stop shop for all of your needs in a ticketing system -as you will see we can cater to all of your requirements that you have outlined. TicketSearch is now live in USA, Canada, Mexico, Australia, New Zealand and parts of Asia with more to come. At present, TicketSearch has more than 400 venues that are live on the system globally. TicketSearch North America LLC With a full team based in The United States and Canada, TicketSearch North America LLC is focused on providing you with affordable, efficient, and powerful self-managed ticketing solutions with experienced customer support. 17 of 68 June 1, 2021, Item #7
TicketSea chT. Before ending its service, SeatAdvisor previously recommended that clients transfer to the TicketSearch system to continue to benefit from familiar support services while reaping the benefits of the new and exciting features that TicketSearch has to offer. All the familiar modules, with all the additional features you ever wanted! • Events • Merchandise & Add-ons • Gift Vouchers • Fundraising/Donations • Memberships • Subscriptions & Packages • Deals and Discounts Here's just a few of the exciting features TicketSearch has to offer. You asked. We listened: • The latest in COVID-safe technology, including SMART Social Distancing Seat Maps, efficient ticket holder information collection for contact tracing, and online event hosting capabilities through Zoom. • Build your own venues and Seat Maps, your way, with the ability to edit components of the map per performance/session. You can update your best available path, Seat Map and venue images, description and door templates. • Access TicketSearch from any of your devices, with a fully mobile responsive online experience, including the ability to pick your seats from your mobile device. • Enjoy an easy-to-use system when building events or completing sales with a clear direction and fewer steps (price structures are now just 2 steps). • Mailchimp integration. • Pixel Tracking (Facebook and Google AdWords). • Customers can enjoy SMS delivery of tickets and Apple Wallet compatibility. • Save money on traditional scanning equipment and use our very own TicketSearch Scanning app from your smart device with added manual check-in features and scan out. Compatible with Android and Apple devices and available in the Google Play and Apple App stores. • Have the ability to increase revenue with upsells and cross-sells. • Schedule and customize your own reports. • TicketSearch offers its very own built-in CRM system. Create your own database fields and manage tasks and customer relationships. • Waitlists. • See visual data from your dashboard by Tableau, a company owned by Salesforce. • Enjoy a huge range of customizable features. 18 of68 ~ 2 June 1, 2021, Item #7
TicketSea c ~, • Build subscriptions and packages how you like. Front end and back end are able to choose different seats per performance. • Memberships with an automated renewal process. • Connect TicketSearch directly to your existing banking setup. • Direct integration with Cybersource, Stripe, or Authorize.net payment gateways through the API function. With all of this in mind, we are confident that TicketSearch will meet the service requirements of the City of Poway. We have attached hereto our response for General Qualifications, Experience, Staffing, Price, Proposed Approach, and the Ticketing Software Response Sheet. We look forward to providing a product tour and answering any questions you may have. Best regards, Michael Smith President Main: 1-888-483-8762 Email: michael@ticketsearch.com 19 of68 ~ June 1, 2021, Item #7
TicketSea 1} Executive Summary The TicketSearch system is a web-based platform under active development and improvement. New functions, features, and improvements are constantly being developed and implemented. The system is uniquely expandable, and modular by design, leaving the user able to use portions or all of the modules offered. The system is regularly tested and maintained with the most current popular devices to provide users with an efficient, glitch-free experience. The system was developed using Google Chrome and Firefox browsers, but is fully compatible with Microsoft Edge, Opera, and OS X's Safari. Additionally, being developed from a mobile first standpoint, TicketSearch offers a streamlined experience for patrons on Android and iOS devices. As we are presenting the Enterprise version of the TicketSearch product, there are no higher versions of the software available. Fortunately, TicketSearch North America is confidently entering agreements as long as 5 years with many organizations, as we have no intention of sunsetting the platform in the future. Sal•• tiannel In use • .. I __ , General Qualifications of TicketSearch North America: TicketSearch has been developed over an 8-year period by TicketSearch PTY in Australia. The creator boasts 13 years experience in the ticketing industry, including as franchisee of SABO Australia/New Zealand/Asia, and has taken all of the feedback from customers over time and developed a complete box office solution. 20 of68 -J,, June 1, 2021, Item #7
TicketSearch North America LLC is majority owned by TicketSearch PTY and formed in September 2020 to provide the TicketSearch system to the US market. Our website is located at www.ticketsearch.com/na The TicketSearch group of companies has customers in USA, Canada, Mexico, Australia, New Zealand and parts of Asia with more than 400 venues that are live on the system globally. Support to the City of Poway will come from our Unites States based team in San Diego CA. We have a team trained in customer onboarding and support. We offer 24/7 support for events and critical issues. Gladys Paloma, Product Support Manager for the US is located in San Diego and will be your primary point of contact for implementation and support. Gladys previously worked for SeatAdvisor and Patron Technology as a Product Support Manager. Steve Garcia, COO has 20-years in the ticketing services industry. Steve's prior positions were GM of SeatAdvisor and VP Account Management at Patron Technology. In saying all of this, TicketSearch has been created from a need for a ticketing solution that is flexible, customizable and provides you with access to all levels of customer service within the company. TicketSearch North America LLC employs a team of highly skilled and experienced individuals in the industry and is qualified to provide services to the City of Poway. The Cube Wodooga --Online Tlcl<e Ing llo ( ·,-nt M b f'h1p C. II Vouch~,-, c;.,o • .,.. C -~ ,,., F• 1
.. 01. nc.-..co>• Touf lh Cub• Au,11! rum, • ?don<) 151 10H,710PM Eiihihilh◄ *Example of a customized online design 21 of 68 '1-, f h C Au I 01 1 , W ionq l C /l, ~ 1021 0 i"M E\iiiiUIMM June 1, 2021, Item #7
TicketSearc ·· • Hardware and Software • • As TicketSearch is a web-based platform, the system is developed to operate on all major devices, including Windows based desktops and laptops, Apple OS and iOS-based devices, Android tablets and smart phones. TicketSearch does not provide these devices, as they are easily accessible from most large electronics sellers. As stated in the RFP, the system, including the Scanning app, are updated regularly to maintain functionality with major device updates. Support and functionality are also maintained for previous device versions to a certain point. (ie. devices should be updated to maintain their own security, though TicketSearch will remain functional with previous releases. scanning and Printing Ticlc::e Search has a scanning opp which ca be dow loaded for FREE o any Apple or Android device for QR code sea ni g. From I e opp you have e abili y o scan ic e s ( his function is very fas), loo up customers. chec in and chec ou cus omers as well as manually chec in cus omers who may ave misplaced heir physical or email icke . The opp also shows you dashboards a islics . • -• • -· .& I -~---As per SABO, we have integrated wi h HTML pri ting wi h BOCA Thermal prin ers (200 and 300 DPI) if you choose to use hard ticke s. The licke layout process is similar who you may already be used to with SABO. For non-hermal printing, any desk op or workplace printer will be compatible. • Data Center and Security • Database T Logs backups are happening every 15 mins and full backups are happening every day. Database backups are stored on 53 location which is global storage and backups are available for last 20 days. • The data centre is staffed 24/7 to provide support in a timely fashion. • Downtime is scheduled during off-hours to prevent interruption to City and Staff operations. • The system operates secure data centres with SSAE-16 Accreditation • TicketSearch is fully PCI compliant (certificate available on request) 22 of 68 ,j,, June 1, 2021, Item #7
TicketSea c n • Reporting • The system has an abundance of reporting options, that allows the user to download and print custom reports on any information accessible in the system. • Using creatable Reporting Codes and Tags in conjunction with the various reporting options, a user can view, print and download virtually any required report from the system • All listed desired reports are available in the system. • Reports can be scheduled for auto-delivery at specific days/times • All reports exportable to Microsoft Excel as a .CSV file or can be printed and viewed directly in the system • Please see screenshot below for a list of Reports available in the system: Reports Morketing Reports Admi
nistrative/Ope,otions Reports ! (.J,, • ,·. & • € ,,) Finance Reporu Promoter Roports Modul• Reports • Online/Mobile Ticket Sales • TicketSearch is a comprehensive internet-based solution that allows tickets to be purchased online with a desktop or mobile device. • Using customizable Marketing Codes and Tags in the system, ticket sales attributable to social media can be tracked. • The TicketSearch system has full social media integration. Under the Marketing module, the Social Media option allows you to customize how you 23of68 ~ June 1, 2021, Item #7
TicketSea re ., • would like to use social media features. The system also offers other marketing features such as Pixel Tracking (which is used to track customer behavior and conversions through Facebook and Google advertisements) and Google Analytics. • Through the system, you can choose to activate social media or deactivate it, the unique feature being that you are also able to edit or adjust your social media features per event or product (merchandise, membership etc.) once it's been turned on. This is useful for various reasons, one of them being perhaps that you occasionally hold one-off private events which you would prefer weren't connected to social media sharing and likes while your other events are. Backend view: Social Media Online Facebook login example: Oon·t hav an account yet? fu:.giill.ul..Q_~ o. f Log m with Facobook * Access to visual reporting powered by Tableau Analytics. Using the API integration function TicketSearch has included a number of visual dashboards for analytical purposes. Reporting tables are built into the system, but Tableau allows users to see their data in various visual displays (charts/graphs). This is an additional fee and is not included in the Enterprise contract. 24 of 68 -J,, June 1, 2021, Item #7
TicketSea c Facebook • As shown in the next image, you will input your Facebook URL page which will be used for sharing and 'like' purposes. When you enable likes with Facebook, customers can like an event and/or product (merchandise, membership etc.) from your online purchase page and it will translate to likes on your Facebook page. • The flow is made simple and easy. With Share Settings, you can turn on the share function for the various social media platforms. This enables customers and your internal team to share your events and products on their social media to reach a wider audience. You have the option here to choose which platforms you would like to activate sharing to e.g. Facebook, Twitter, Linkedln, Messenger, WhatsApp and more. You can even choose the 'look and feel' of the buttons on your online page. They could be square or rounded, colored or greyscale. URL or o r orgon1s0 10 ·s F ce oo poge ps.1 • . oceboo .com. u l QC: t)OO 1.,1<. ,"0-, .J •~1•• h. ·.• OS Do ou wont o no I It l>? Share Settings Do ou w n to obi soc,ol Set c pr r soc;1ol e i ·~a f 0 f nt or Product? 25 of68 --1,, June 1, 2021, Item #7
TicketSea • The system gives users the ability to easily Upsell and Cross-sell related Events and Merchandise/Products YOU MIGHT LIKE THIS Other people who bought this item also bought these. YOU MIGHT LIKE THIS ALSO Check this out' 0°0 Oo Gloss of Wine • Online Sales: TicketSearch utilizes Angular 8, a leading and gold standard system that allows for dynamic refresh of pages for a more seamless sales experience for customers. Based on customer feedback from SABO clients and using an industry leading agency that works closely with Facebook, an easy 2 or 3 step sales process was created (depending on whether you link to your listings page or the event itself). All of the snapshots shown below have been built with TicketSearch. ((DONATE NO'I) ' , ~~et~rch .. ,! .... Group Ticke s Select the event Your S.ie<tion.t dt C•rtlfk te S:,tr1 I *Lower Homepage Snapshot 26 of 68 ,_j,,, *Group Tickets (ex. Purchase 10 or more tickets for a discount) June 1, 2021, Item #7
TicketSea • Clicking the 'Buy Tickets' button from the PCPA or Poway OnStage sites will take you to the fully customizable TicketSearch Sales portal below. Theatre Box Office Online Home Events Hamilton The Muslcal Bro "' v T <>o er, • Jon · 8 Moy 2021 fror-, $5.00-$20.00 Vouchers lluy Now Memberships Packages Deals Donations Peter and the Star Catcher Moulin Rogue Bruadwcy Th at r. Broo WCI 1h Jan -9 ✓.av 202 3 Jon -30 Moy 2021 iror, $5.00-$20.00 from SS.00-$20.00 luyNow • Images, headers, buttons, and colours above are customizable. Users have the ability to link directly to an event, product, or donation, as well as to the main Sales portal above. 27of68 -J,, COVID specific messaging can be implemented upon entering an event's page. TicketSearch also offers smart social distancing seat mops in a bid to offer the safest experience possible. Your organization can control the distance between customers by choosing how many seats the system blocks between individuals or parties. From the event's main page, you will find specific information on the event as well as the seat mop where customers can choose seats tor themselves or have the system find the best available for them. June 1, 2021, Item #7
TicketSea c " • In the Events main page, we've implemented a patron friendly method for time, date and seat selection. < ..Q.!Wl 28 of 68 '1, Hamilton The Musical Choose a Date View List April 2021 At what time? 0 2.' (0 :, G Select your Tickets Ar• you a member? Slgn..l.n for member pricing • Do you have a promo code? June 1, 2021, Item #7
TicketSe • Below is an example of a fully customizable Seat Map, with the Social Distancing function turned on. e Price Level Price Range II Pac> S 00 · 00 ~Cl.ti!LAU STAGE Map Key . '""'·' 8 U U'10VO ta r r. D D , l L; ' • From the Event's main page, it's an easy process to pick seats for a specific event and session. In addition to sophisticated Social Distancing function, the system includes a standard, 'Choose your seat(s)' function as well as a more unique 'Pick Seats for me' function. This means the system will use the BA (best available) path, created within the Venue layout, choose seats for a customer. • Once seats are chosen, Patrons can pick their ticket type (ie. Adult, child, senior) and add them to their cart. • If Upsells have been activated for an event, they will appear after you press 'Add to Cart'. • When creating Upsells, there is no limit to the amount that you can add. Additionally, there is a number of settings that can be applied, such as offering a discounted price, as a percent or dollar value, to entice pre-show purchase, as well as attaching a donation option for any number of campaigns you may have created. 29 of68 ~ June 1, 2021, Item #7
TicketSea re ~, • After choosing or skipping an Add-on, your patron is taken to their cart. Why not add a nibble while we entertain you or book a pre show dinner . ' . -~"11 • -·i J ~ • I I • • --~ I _c Cheese Boxes S~v pe 10 , Smoll Cheew Box ( perso G UTEN f EE) Lorge C •• Bo.x (2 -l p•rsonsl lor • C se 8011 (2-l p r oru TE_N FREE) DECO l Course Meal Pre S ow O nner (eveni"9 perlonnonce) 0 0 0 0 0 Cart Sub al· Sll.00 0. C.o To Checkout • • On the final order screen, patrons can continue as a guest or if information collection has been made mandatory in the system, they will be prompted to input their information. They will also be given the option to select from the delivery methods and payment options added to this event during creation. • The finalize order screen can also be used to setup donations, questionnaires, and cross-sells. • As with other Sales pages, this page is customizable as well (colours, images, buttons, etc.) 30of68 ~ June 1, 2021, Item #7
TicketSea c < ao Finalise Ord r I.Ill"-______ --------OTA· f Log "' •"" •oceooo11 $111 1. Customer Details 2. Select Tic et Dell11ery Method Make A Donation u O, u J , n ,, f'\Ce p Donations on the finalize order screen example: 31 of68 ~ Make A Donation Donate to assist with the programming of events and the theatre's day to day operations. Every little bit helps! •10 Al houg • < '10"0 ion IS '10 JU' roun " uoyo~,o,d S one Sy,,..pnony o,cn C oos.• o c.u, om donot Of'\ omounr S lee: ,a,md-up!p rcentoge ot car 0 our,d• D o .,, "' • Sl flo io ~OJ 0 l of •n• ul con ,,.,o,,,: (To:o SO oll Ac r,owled emen om• I oui I~• my ono ,on to re 01n noo'f ous nee S,C. COl'T'e O C1 CHCUS OIi Of lorg Wtll o,,, 1 us •o • , 100 s ,o 00 $JO.SO 0 June 1, 2021, Item #7
TicketSea c r, • When seats have been sold, depending on the parameters the user has set (in this case 2 seats), if Social Distancing has been turned ON, the seats beside the sold seats will also show as sold on the front end. On the back end however, they will appear marked with the letters 'SD' for Social Distancing. The number of seats allowed for Social Distancing can be adjusted to as many as the user desires. STAGE A A A A A A B B B B B B C C C C D D D D D D ffi @ E •••••• E E • E E . ..... E F •••••• F F • F F •••••• F 00 G ...... G G G G • ••••• G Bi H •••••• H H H H • ••••• H K K K K K K ffi L L L L L L @ M M M M N N N N SOUND 32of68 ~ June 1, 2021, Item #7
TicketSea c · • Below is what the patron will see on the front end. The four seats appear unavailable to them, while from the back end, venue staff are able to see that the seats have been socially distanced. STAGE /1 /1 A r, /\ B 8 B 8 B 8 C C C D 0 D D 0 ( ' ' l E 0 G a; H H H H H K K K K K K -:--. 3 ' M M M M N N N N • On the final order screen, customer information can be collected. Any information can be made to be mandatory. The collection of this information is available for use in Reports, as well as available under the Patrons & Transaction section. • A patron card contains all information for a customer account, including how much a particular patron has spent on events, donations, merchandise, etc. 33of68 ~ June 1, 2021, Item #7
TicketSearch" Edit Patron Send ~•.u.Po~ E oil Patron Statistics 07 Dec 2020 Oo ,(J' . •I• ·I• $6,899.00 $5,641.00 '/Oflr: Cor,fn~, Emo Ill II AddreH · $65.00 U liED ~T,:,TES. Addreu l r. l ' 2115 *Customer Account (Contact Card) -Easily lookup and review all identifying information collected on a patron. The system prevents duplicate contacts being created, and notifies a patron on the front end that an account already exist (with that email address). • Want to sell Group Tickets? The Deals & Discount Module is perfect for that. Offer a discount to patrons who purchase (x) number of tickets at one time. Deals & Discounts G 0 c,eote New Deot,, 011count1 Act. Ac'°"' 0 )or, 10J1_ JO SO A~ td t Cl I 34of68 ~ June 1, 2021, Item #7
TicketSea c • Selling subscriptions or season ticket packages? The Subscription & Packages Module has the tools required. Manage Subscriptions & Packages lo~t od fieo • Offer Memberships where upon expiry, an auto-renew notification appears. Manage Memberships ~) Ac· 'f P"'~o.~~ Ac:-·.,e!.= • D ~, • ',p, 35 of 68 ,J,, 0 /,.,,t JO'}) io·t~ .4"! ~ .. "•O 1!Jli (. 21 :1M .is~ io:c (lt,•c:,,-,: iO M-,· ._:;i; 10 0,V"', I "lOry old A ·ooo Fo• I A t,o,.. Ii'.) I ~ I June 1, 2021, Item #7
TicketSea c *Below image is an example from the Help Wizard when searching for Membership Renewals. Step 2: Set Membership Pricing Set Pricing & Expiry: When is your membership available for purchase? Set when your membership is available for purchase from (on-sale). The system automatically assumes current date/time. Simply select the date and time from the controller to override the default setting. Once purchased. when is your membership vaLid until? Select from one of the options for membership expiry. X number of days from date of purchase: Enter number of days: Enter the number of days from purchase date i.e. 365 days for a 1-year expiry. Enter number of days for renewal period start: This allows you to enter a number of days before the membership expires where the 'Renew Now' button will appear online in the customer's account area or via the box office back end application under 'Customers & Transactions', in the customer record under the 'Memberships' tab. Backend box off ice view: Online customer account: Merrbersh1p R ne·,,al dote 2021 Membership #111 10 Mor 2010 10 May 2020 28560 Enter number days (Grace Period) before member status will lapse? This 36 of 68 ~ June 1, 2021, Item #7
TicketSea • Have the need for Waitlists? Add patrons to a waitlist for a sold-out performance in the Events Module Waitlist A waitlist is when an event/activity is sold out and those customers who didn't receive a ticket can be added to the waitlist. If/when vacancies become available, you will be able to generate a list via the module (i.e. events) and contact these customers. This area allows you to create different waitlist templates to account for the different requirements you may have for a waitlist. For example, different messages per waitlist and different capacities of customers that can join that waitlist. Tip: When creating an event/activity or other modules that you have access to, you will be able to assign the relevant waitlist template. • Searching waitlists -Simply enter the term you want to search for, select from Active, Inactive or All, and click "SEARCH". Please remember to click "CLEAR FILTERS" to see your full list a~er a search. • Click the active switch to turn your waitlist on or off-Any customers that are in a current waitlist will be affected and unavailable to view. • Click the Edit button, to edit a waitlist-If you do edit a waitlist code, all existing events/merchandise that have the waitlist associated will have the messages etc. updated. • Click the bin icon to delete a waitlist -You can only delete waitlists that have no customers assigned to them. • Creating a new waitlist -Click the "New Waitlist Template" button at the bottom of the page, then fill out the details on the page and click "Save". *Above image from the Help Wizard. 37of68 ~ June 1, 2021, Item #7
Ticket Sea • Need to be able to offer multiple delivery methods or different delivery methods on an event-by-event basis? Global Delivery Methods : OCtOU ... Nof'l"tc T pc 0 0 ,,,, 0 COf'll ,,.. 1 o t.M01! 01 y of,,, , or e, ,o ,o,~, Hov·s, O on1., l"IOm,"'loted e o:I M, 1 e.o•o,e 0 C Lee• fO~J! · ,Cl O::I. •e-m f\Q.e o e 01-n:eo 'rOVf t cMn·s-n s "<IV b en t,,,,ed co., s HOll
fl. 0 Mr ~•t r OD ~• S HOIJ1' 0 M f' A'ter ,,och •o you, 0 Doy,. O POf ~o y ur ~1 rs •ore ICOr.r,n.g Yc,,.;r t 'Ck.0\!',1 C wdt b4t pr nt~-d o o" .lo 'o· OI "C' "'lr. n· ·o y 0 001 ·" ou·s. O 0 Do,-,1.1 Houis. O f"-1 ,.i ('1•01tt /Doy,.O !-:O1.u 0 ·-;..; .,/ * Above image is from the main system settings. Here you will be able to select which Global Delivery Methods to have access to. Within Event creation, specific delivery methods can be select. Some additional insight into Mobile phone deliveries • In an effort to offer features to aid in Social Distancing, The TicketSearch system has to ability to deliver tickets via SMS text message. • Having a patron present their smartphone with a barcode or QR code, that can be scanned with the TicketSearch Scanning app helps aid in touchless ticketing and protects employees and patrons alike. 38of68 ~ A ton Edt 0 Eo• 0 EI 0 Edt 0 tc, @ (Ol 0 June 1, 2021, Item #7
TicketSea re *Below is an example of the Scanning options. Scanning \r'•/d! you be Scanning tickets/items? -The following barcode options are available. By default, QR Barcodes have been assigned automatically Stondard Borcode ~I Srondord Bo,cooes ore Orie d1mens1onol borcode~ 1 ystemoticolly represent da;:o by voryi g the 1,-.,,idths ond pocings of paroliel iines • u QP. Bo,code [!]~[!] QR Borcode~_ ore ~•:10 dime~sionol borcocies systemoticolly ~~--~ represent doto usmg two-d,rnens,onol yrnbols and shapes ~~ ... '1) I!]' ~--To find out more information on how to scan, how to set up scanning and the TicketSearch scanning app please go to the 'Sales' menu > Scanning. • Mobile Ticket Sales Mobile Device Sales: The online sales experience was built for mobile compatibility first so there is no functionality lost between online desktop and mobiles sales. Customers now have the ability to select their seats online via their mobile device. TicketSearch is also 100% mobile responsive so all fields fit correctly on the page. Example of mobile device sales process: AA i 'ldaberg sales.hcketsearch com e emerge 2020 Exhibition < CJ rn IQ 39of68 ,,1,, < ..ladl Buy Tickets From $0.00 emerge 2020 Exhibition Opening Choose a Date v,ew Calendar View Lht ( October 2020 ) -fw\. ~how order summary ) Q II e Le I: 00:14:lO S0.00 Already a customer? ) Sign in for express checkout < t.!U ~Lt'-'U..l'.l'.12.!.d. .. Q .. L ~ .l.l..EJ:Lilw.slliLlli:' Log In Don·, hove on occoun ye ~ Re91s1er now f Log in with Facebook rn June 1, 2021, Item #7
TicketSea AA i 1daberg.sales.hcketsearch.com C Choose My Own Seats Select your Tickets for Fri 13 Nov 2020, 07:30 PM < for member Moncrieff Entertainment Centre Are you a member? pric ng C',c 'Tl -c:; :::)• c:.: [I) Moncrieff Entertainment Centre lS SELECT YOUR TICKET TYPE (_Tid•t_ $44~~.0 Choos My Ow Seats • Do you hove o promo code? > Aduh $28.00 0 Child 13 0 d $18.00 0 Fomdy 5 (2 Adul s ·• $90.00 0 3 Ch,I ren) Adul $2,8.00 0 Child IS 01 ond $18.00 0 + G We've also built an entire process for customers to be able to self-administer all of the functionalities of your online ticketing service. This is for any customer who wants to sign in with their details and helps take load off of the box office. From their account, customers can access their tickets. events, make donations, access memberships and their gift vouchers and see any benefits or deals available. Example of a customer account: My Details HI Dennis .:. Get ready! you next event is in 27 day(s) Orders 1 MRI 0 NOV 2020 Joe Venue 1 ■@Ii 25 NOV 2020 40of68 ~ June 1, 2021, Item #7
TicketSearc Tl • American Disabilities Act {ADA} Compliance o The TicketSearch system is ADA compliant and has the functionality built-in to meet Section 508 subsection 1194.22 of the Rehabilitation Act. • Box Office Sales • The front end shopping cart has previously been shown. Box Office staff working in the back end will experience the same ease of use. • Once an event has been added to the cart, the same upsells will be presented. • In addition, staff will be presented with options to ask for donations, preferred delivery method, and of course preferred method of payment. *Below is a view of the back end shopping cart with 2 events added and the various options for delivery method displayed. Finalise Order CIIICAOO Tl!l MUSICAl • MON '19 APfl %0%1, 07',00 PM ......_ ....... 41 of 68 ~ 00 ( Continu• Shopping ) CLICK r A00A()Oll1 '•AL flC(ln.. Clicktoselecl erocket,S0OO Mobile Phone ·$ 0. 95 S lect Delivery Method: ,r11ox0fficeco1ec1.so.oo ~-~-~-----~~--·· ~ ---· ~-~---000 JOO;I X Select Delivery Method: Bo, one c,,: ct sooo CLICK HERE TO ADD A DONATION TO THIS ORDER Tot.al: 60.00 June 1, 2021, Item #7
TicketSea c ,s • Staff will also be given the option to attach a patron to a sale with the quick patron look-up option. • Additional options include the ability to opt-in to marketing emails, letter mail, and SMS Patron Details v Payment Details Mod1etin9 Code Patron Mame Search ,1 • A.Jd Q. Search $60.00 I~ soo ,. .. I (t g• Contact Numb•r,,: Email Addreu: lillin9 Add,en· To9a:: N4. $c"I D .... 0 /1 UNIT O STAT[ ~no J Marketing Opt-Ins 01oon ot or Mo,~•r1"g Op' r, • Refunds, Exchanges and Transfers can be completed through Patron look up. • These options can be limited to users in Admin and Sales roles. at C.,r~ ·.,•'t.:•ct A ~e•e-c1 oh i'"""'"'i• f (,t-••~ o o,.-f th•~ o, : •r,1 :f'p,mt. orOCf><; (.I 1P.•..J~ , -,,c,hor.o iroo vi ,o· 1te,, • cl.,,11, Hamilton The Mu,icol • Fri 16 Apr 2021. 07:00 PM :c21c l }(,t.S.:...llll '0,{(,' U •:,:or "d ·,-l!()I
. 1 3 l .:.',.:...
l 3 i•:• ~-t-....., · ,c:r"•d 42of68 ~ eo Info... •.)r . .J Po-, 1COO 1O0J SJOO $60.00 r, ..,..o '10 Stotu June 1, 2021, Item #7
TicketSearc 1 • Consignment Sales can easily be conducted in the system. • In Payment Methods, simply add a new payment method called 'Consignment'. • When finalizing the sale, select 'Consignment' as the payment method. • Though the ticket will have the value printed on it (as decided in the Ticket Layout Module), it can have a value of $0 attached to it. • As expected, unsold tickets can be returned to the box office for walk-up sales. • Complimentary Tickets are handled in the same manner as Consignment tickets. • The major difference with comp tickets is that in the Ticket Layout Module, the option to display ticket value would be different. *Below are some of the options available when creating options for a specific ticket type 43of68 --1, Promo code icket? Minimum arno n o tickets: Maximum omou t of tickets: Select 'Yes· to preve t t is ticket type from being included in the price onge online. It :his uck._t ~·.tpe -tht' ·ov..::.?s: pr•ce d;c;piO.< do. il" :: ,•;1 i b 1qno, Ci 01'0 '.tL r~,t:')x-: price /.'d: b d::;p uyed i:-: rr! or·ce r::i11qe e q -.,,o, .• r,ovP 3 p'lce· 5, 10 ond 15, anci voL oc~:~-'Ote ;:ri s func1ior· '"or -t"'! ·s piic~. :'1e p:ic torqe \",·(!/ oe ..:rspk1veci ~J., ici-15. ~1or S-15 Is this ticket Complimentary {zero price)? Display Price on ticket as • Resrnct ticket to exclusive offer on!v? Restrict this icket to members only? Restrict this ticket to patron tags only? ---@ Face value 0 00.00 0 Do not display price ---June 1, 2021, Item #7
TicketSea c n • Seat Holds can be managed from the Event/Venue Creation Module. • The system allows users to create Hold Templates to avoid having to hold seats per individual dates and times. • Users with the proper Roles (Administrator, Supervisor, etc.) will be able to manage Holds. • Assign a Temp-Role to the non-profit group before their event allowing management of that events holds. *Below is an example of the Hold Template, accessible within the Seat Map builder. llll'il1HOUI ll-.,.HS Add Hold Template 2 Sc• to ho!ci ·yp• !,on, 1hP tor,-; c~ • ;\_def "'l-w Hod iv 10 a:::!::., STAGE 0 nf'W ~ . ~-,,pe-3 ro •o .,.at mop onct c1 ct o,uo r open ,,f oppl co le) 1.J't !.fl' ec:.~ r. _1'i ~t--•n ._ :.,. ~A, n· butt0·, to o~,;1 n <he r,01 •vpt:t . . C C G 'l If !dCo!o, • Patron Management 44of68 ~ • Aspects of Patron Management have previously been mentioned in section (d) regarding data collected on the Order Finalization page. • All patrons, notes, and identifying Tags are available in the Patron Lookup. • A custom-built CRM System gives users end to end management of their database. • Create as many data fields as needed. • Collect information a bout seat preferences, dietary requirements and more. Select field formats -upper case, lower case, mandatory, optional, lookup fields, numbers, letters, etc. June 1, 2021, Item #7
Ticket Sea • Users can even set different fields and flow depending on certain criteria -ie. online members must complete their date of birth or age range while a guest does not. • Increase field sizes depending on type such as first name or phone numbers. Move them into the desired order for customers to complete. Customer Fields Setup • 45of68 ~ • • Not only can users add notes, documents and create tasks for follow-up against a customer account or from their dashboard, the Marketing CRM section allows users to activate/deactivate or make mandatory any of these fields. • Customer Relationship Segmentation -Create fields according to relationship types -such as households (mother, father, child); schools (principal, teacher, coordinator) and connect customers in the database by relationship type. • Users can assign greeting preferences such as Mr. and Mrs. Determine who the main contact is rather than communicating to all parties in the relationship type. These relationships appear in each of the customer's records. • Customer Preview Stats -In customer records users can quickly June 1, 2021, Item #7
TicketSear T1 access stats such as total spend year to date, overall spend, how many days since last purchase, gift voucher values or any tags that are important such as seat and accessibility preferences. Are they a member? What type? How much have they donated? The summary stats allow quick assessment ofa customer rather than searching through multiple pages of data. • Marketing Tags -Create tags to segment data and analyze the data using Reports with Marketing Tags based on sales value or range, postcode, events purchased, etc. Automate an alert to any User, Role or email address to inform of a customer being allocated a Tag. Customize the email message and even have a customized message sent to the customer. • For example, if a customer from postcode 2000-2005 or 2010-2020 spends between $1000-$2000 in the current financial year on comedy shows only, certain deals and discounts are extended to them-such as 20% off, discounted tickets or merchandise, or an option to apply no fees. Users also have the option of creating ticket types that are restricted to Marketing Tags. • Customer Opt-Ins -Connect with customers by creating multiple opt-ins at an organizational level by email, SMS or post. Create specific opt-ins at an event level that allows the promoter or third party to access this data. • Mailchimp Integration -Integrating with the email and SMS campaign system, Mailchimp allows for seamless connection between both systems. User's lists from Mailchimp will appear in the ticketing system. If customers opt in or out, both systems will be updated. ~mallchlmp Do it all with Mailchimp Bring your audience data, marketing channels, and insights together so you can reach your goals faster-all from a single platform. 46of68 ~ June 1, 2021, Item #7
TicketSea c · Mailchimp/SMS Settings 47 of 68 ~ Welcome To Mollchimp • Google Analytics -The integration with the latest version of Google Analytics allows users to create goals and analyze customer's interactions with their website. Thisallowsthemtoanalyze drop-off rates in areas within the sales flow. • Google Ad Words -Create a Google AdWords campaign and track conversions through the sales process. Work with third parties such as promoters to allow them to track their campaign success. Understand where drop-offs occur throughout the sales process. • Facebook Pixel Tracking -Create a Facebook advertising campaign. As with Google AdWords, users can track conversions and drop-offs. • Social media Integration including Facebook login -Allow Facebook login on line for customers to speed up their sales journey. Allow Facebook 'Likes' and Sharing through the sales journey right through to the order confirmation and the confirmation email sent. These can be customized per event/product where social media options apply. • Google login -Just like Facebook login, Google login speeds up the purchasing process, particularly as customers get frustrated with systems and email password requirements that they tend to forget. • Ticket holder information -For any database field, users can elect per event/activity to collect ticket holder information. For example, with a festival, the first name and surname can be collected as well as date of birth for verification purposes (i.e. 18+). You always have the option of collecting this information as a per ticket or per transaction questionnaire. June 1, 2021, Item #7
TicketSea • Donations Leaving empty single seats is now a thing of a past. The TicketSearch system will check the entire Seat Map for alternative best seats to prevent single seats. The system also allows the user to set a percentage of when single seats are allowed (e.g. 97% sold). • The Donation function is free to use in the TicketSearch system. • Donations will be deposited in the same account linked to the users chosen Payment Gateway. • Reports can be generated to manage Donation information for cross-reference. • Donations can be create with various options such as specific amounts, round up to the nearest dollar, or custom amounts. General 2021 Campaign Choose a custom donation amount Continue shoi;212i.ng • Transaction Fees 48of68 ~ • The user controls what transaction fees are passed on to customers. • When creating an event there is an option to add additional fees. This setting can also be set to apply globally from system settings. • Payment Gateways that TicketSearch currently integrates with through the API function include, Cybersource. Stripe. and Authorize.net June 1, 2021, Item #7
TicketSea c ft • It is up to the user to determine what Payment Gateway is the best fit for their organization • TicketSearch simply integrates with the preferred Payment Gateway. Any fees associated with its use are between the user the Gateway provider. • NO funds are held in the TicketSearch system. Customer payments are sent directly through to the Payment Gateway provider and deposited to the Merchant Account. • The Payment Gateway and Credit Card Company is responsible for any additional fees associated with Credit or Debit transaction other than those the user has imposed, as TicketSearch does not charge any additional fees for these transactions. • Documentation • All documentation related to Help files, walk-throughs, and system updates (release notes) can be found in the TicketSearch system. • This documentation is fully and easily accessible by the user. • At the top of every page in the TicketSearch system is the Help Wizard. Clicking him will open the Help window allowing users to search specific keywords to aid in finding information about functions in the system. • Additionally, the same Help Wizard icons can be found under some Modules where the Wizard walks a user through how to use a specific function (ie. Create an Event) I. Click me for help *The Help Wizard icon accessible from the top of every page. *In the top right of the image below is the icon for the 'Events' Help Wizard that offers Event Module specific help and walk-throughs. Manage Events [ ... 49of68 ~ June 1, 2021, Item #7
TicketSea c ~-• Clicking the Help Wizard at the top on any page will open a new tab/window where a user can search for specific Help files, view all the systems Release Notes, as well as view Training Videos. Ticket arch Find all the help you need right here Looking for something else? Cli to access our release notes 2} Description of Company and Qualifications TicketSearch has been developed over an 8-year period by TicketSearch PTY in Australia. The creator boasts 13 years of experience in the ticketing industry, including as franchisee of SABO Australia/New Zealand/Asia, and has taken all of the feedback from customers over time and developed a complete box office solution. TicketSearch is a one-stop shop for all of your needs in a ticketing system. It can cater for one-off events, small to large venues, as well as government agencies and schools. TicketSearch North America LLC is majority owned by TicketSearch PTY and formed in September 2020 to provide the TicketSearch system to the US market. Our website is located at www.ticketsearch.com/na. The first Development Release predates the formation of TicketSearch North America by more than a year, with new Releases being put out regularly. The most recent of which was January 2021. 50 of 68 ~ June 1, 2021, Item #7
TicketSe The TicketSearch group of companies has customers in USA, Canada, Mexico, Australia, New Zealand and parts of Asia with more than 400 venues that are live on the system globally. As TicketSearch has grown into a global company, with more venues added every day, staff are required to be located around the world. The North American staff are spread across California, Florida, and Ontario, Canada. Support to the City of Poway will come from our Unites States based team in San Diego, CA. The North American team is trained in customer onboarding and support and offers 24/7 support for events and critical issues. Some of those at the City of Poway may find some familiar names at TicketSearch North America. Gladys Paloma, Product Support Manager for the US is located in San Diego and will be your primary point of contact for implementation and support. Gladys previously worked for SeatAdvisor and Patron Technology as a Product Support Manager. Steve Garcia, COO of TicketSearch North America has over 20-years of experience in the ticketing services industry. Steve's prior positions were GM of SeatAdvisor and VP Account Management at Patron Technology. Steve was formerly your direct Account Manager for nearly 6 years and has visited your venue on many occasions as he resides in San Diego. He would continue to be your direct Account Manager at TicketSearch, as he and Gladys both know your organization well With more than 20 years in entertainment management, Steve Garcia brings extensive working knowledge in venue management and ticketing solutions. His leadership philosophy is "It's not just about the tickets, it is about the people." In working with venues, Garcia recognizes that TicketSearch is the bridge to support a seamless customer experience from the initial ticket purchase, to customizing and cultivating relationships for years to come. V Ticket· .... ch TicketSearch has been born from a need for a ticketing solution that is flexible, customizable and provides access to all levels of customer service within the company. TicketSearch North America LLC employs a team of highly skilled and experienced individuals in the industry and is qualified to provide Services to the City of Poway. 51 of68 ~ June 1, 2021, Item #7
TicketSea c ., While TicketSearch provides 24/7 Customer Support and cases are handled as they are opened, Support Staff may have to prioritize emergency calls (ie. I have a show later today and am unable to sell a ticket) over non-emergency calls (ie. How do I create an event?). Most cases are resolved within an hour of being opened. Very rarely a case may have to be escalated and will require more time to resolve. The goal is always to minimize impact on an organizations ability to sell tickets. 3) Experience on Similar Projects Due to Covid restrictions over the last year, a number of organizations using TicketSearch were unable to hold events and have opted to make use of the free to use Donation function in the system to help bring revenue back to their venues. As recently as March 2021, some of these organizations have started listing and selling tickets to upcoming events. These organizations include: 1) One World Theatre • Location: Austin, TX • Date of Installation: November 2020 • Contact: Hartt Stearns • hart@oneworldtheatre.org • 512-330-9500 2) The Palladium • Location: Saint Petersburg, FL • Date of Installation: November 2020 • Contact: Megan Byrne • byrne.megan@spcollege.edu • 727-822-3590 3) Chocolate Church Arts Centre • Location: Bath, ME • Date of Installation: November 2020 • Contact: Donna Pierson • pierson.donna@gmail.com • 207-442-8455 52 of 68 ~ June 1, 2021, Item #7
TicketSearc • r, 4) Detailed Description of Proposed Solution The TicketSearch system meets all of the requested requirements with the exception of the Spell-check function. The system will not give any indication of spelling or grammatical errors. This may be available through a third-party software (ie. Grammarly), but TicketSearch does not provide any guarantee to integrate with that software. To address some specific functionality requests: Hardware & Software • Upon request, TicketSearch will give users the ability to create a temporary Org in the system or provide use of a Sandbox Org to test new features. • Clients own all their data, which is protected by the Enterprise Contract. • As previously addressed in the report, Webpages are ADA compliant. • TicketSearch is compatible with all major browsers and systems. • TicketSearch is compatible with the City's iPod Touch and desktop computers. Security & System Administration • Users with Admin 'Roles' can create unlimited user 'Roles' (ie. Supervisor, Sales, Finance, etc.) to maintain security of the system and limit access. • Users of different Roles with different logins can access the system at the same time. • Developers have the ability to track informational changes in the system, and the Support team as well as Admins can track transaction changes. • Each user should have a different login, which can be reset by the Admin or TicketSearch Support. • Users with an Admin or Supervisor Role are the only ones able to edit system information. A Sales user for example can change patron info but will not be able to access system settings. Box Office Software • Events are fully customizable to be one-off, series, or flex series. • The system has a number of strategically placed copy functions to aid users when building events. • The system refers to quick sales as Fast Sales and this function does not require patron data collection. • All Sales within the system will generate a receipt to keep the Reporting function accurate. 53of68 ~ June 1, 2021, Item #7
TicketSea • As previously shown, Tickets can be printed with a face value, no value, or a $0 value. • Once 'Consignment' has been created as a delivery method, it will show up when generating reports. • The Gift Voucher Module is customizable for when tickets can be used • When a patron or customer has created an account, they can use their login information (email and password) to access ticket pre-sales. • Information on tickets is fully customizable. • As previously shown ticket refunds/exchanges are as quick to process as ticket sales and can be credit back however the City decides. • Events can be tagged with descriptors all settings and discounts can be applied globally or on an event-by-event basis. • All settings can be saved for Events to be reused for future Events • Discounts can be applied to individual and groups of shows as well as before or after tickets go on sale. • As previously shown, there are multiple ticketing options within the system that can be turned on globally or on an event-by-event basis. • When building an event, the system will present options for whether the event will be general admission or reserved seating. • As previously shown with diagrams the system allows the creation of Hold Templates to create easy Holds from event to event that can be reused. • The TicketSearch system was developed with Covid-19 related features in mind including Social Distancing Seat Maps, Contact tracing, and timed ticketing. Content Management Website • Streaming Video options can be embedded in the Sales portal as well as linked to through marketing emails. The system also integrates with Zoom through the API function, allowing for monetized Streaming of events. • Photos and video can be uploaded to TicketSearch for visibility on the Front end. • All security settings are applied from within the system and are accessible by users with an Ad min 'Role'. 54of68 ~ Is the event a one-off or multiple dates/times? I / .:-5J 0 e-oft June 1, 2021, Item #7
TicketSea 5) Software and Hardware Platform TicketSearch is a web-based platform compatible with the most popular internet browsers (Google Chrome, Firefox, Microsoft Edge, Safari) as well as all widely used hardware (Windows-based PCs, Mac OS PCs, iPhones and Android Smart Phones, iPads and Tablets). 6} Implementation and Training TicketSearch proposes to provide the City with a one-stop-shop for all of its ticketing needs. As a customer driven system, TicketSearch prides itself on the customer support services we provide. In saying this, we offer a familiar and experienced team including Steve Garcia and Gladys Paloma who have joined us from SABO. We are confident we can provide the Services required by the City of Poway. The implementation process will look like the below: • Contract signing • Implementation of online merchant account • Database (previously exported from SABO) import into TicketSearch (1-2 weeks pending cleaning) • Building organization in TicketSearch (Approximately 1 hour) • Gateway -Adding merchant account API details and doing a test transaction (5 Mins) • Training -Building events, venues, seat maps or other items as required (1 day) • Live prep -setting up and finalizing all events, Seat Maps etc. as required (2 days) The Project Manager will assist staff in all their needs through the building of the 'Org' in the TicketSearch system. At the City of Poway's team's leisure, the Project Manager will schedule Zoom meetings with individuals working in the system to provide training and education in the features and functions of the system. After the initial system setup, 'Org' creation and Events are saleable, the TicketSearch North America Support Team will be available to the City of Poway for any assistance required in the system. As the TicketSearch system was developed by previous SABO engineers and the City of Poway's previous system was SABO, we believe that there will be a limited learning curve for the City staff. While TicketSearch is a different system, it was built as an improvement for functions and features that SABO was lacking. 55 of68 ~ June 1, 2021, Item #7
TicketSea, ,I TicketSearch is always open to helping its users understand the system better. Should new features or technologies be implemented in the system that require a steep learning curve, the TicketSearch Support Team is open to requests to help educate users in these implementations. You will have complete support throughout this process by the TicketSearch team. We can also arrange 1-hour remote sessions as needed and if required. The City of Poway will find value in adopting TicketSearch as it is an advanced ticketing solution with all of the features that many clients, including government agencies, have always asked for. TicketSearch leads the industry in COVID-safe functionalities, and it also comes with an experienced team, particularly from SABO who will be able to assist efficiently with the transfer over to TicketSearch. Key TicketSearch team members the City will be interacting with include: Gladys Paloma, Project Manager for the US is located in San Diego and will be your primary point of contact for implementation and support. Gladys previously worked for SeatAdvisor and Patron Technology as a Product Support Manager. More on Gladys: Patron Technology -Product Support Specialist (SABO+) 2018 -2020 San Diego, CA Duties and responsibilities include: • Responsible for maintaining exceptional customer service for installed user base and staff • Training new users on proprietary live event management software • Analyze and assess reported issues to best deploy troubleshooting • Quality Assurance Testing • Helped in facilitating Data Export for SABO Sunset 2020 SeatAdvisor -Graphics 2017-2018 San Diego, CA Duties and responsibilities include: • Create/edit Seat Maps • Update Venue images • Update View/Seat images • Create Image holders 56of68 '1,-June 1, 2021, Item #7
TicketSea Steve Garcia, COO of TicketSearch North America has over 20-years of experience in the ticketing services industry. Steve's prior positions were GM of SeatAdvisor and VP Account Management at Patron Technology. Steve will be your dedicated and familiar account manager with TicketSearch. Daniel Sammy, Business Development Associate is your Representative at TicketSearch and will be your contact up until Implementation. Daniel is here to help you be confident that TicketSearch is the right fit for your ticketing needs. Dennis Doulgeridis, Founder of TicketSearch may occasional be in contact to see if he can provide any personal assistance and to make sure the City and staff are satisfiedwith the performance of the TicketSearch system. Dennis is based in Australia and has been developing the system over the last 8 years. He boasts over 13 years of experience in the ticketing industry, including as a franchisee of SABO, and has taken all of the feedback from customers over this time and developed a complete box office solution. All timelines for any future developments and proposed customizations in regard to the Scope of Services are up for discussion should you decide to choose TicketSearch. We benefit from having onshore and offshore development teams who work around the clock to commit enhancements to the system and are available to provide customizations. 7) System Testing and Acceptance TicketSearch North America agrees to all the City of Poways stipulations in this regard. 8) Warranty and Post Implementation Support Most of the City's support concerns have been previously addressed. TicketSearch does not 'bank' or limit the support hours provided to any of its users. Initial training is given an estimate 6 hours of support to discourage abuse. If City of Poway staff believe more initial training and support time is needed a Support Team member will be available for assistance. 9) Annual Maintenance Upgrades There are no maintenance fees associated with the TicketSearch system. Upgrades to the system are performed in off-hours and will not impact operations during business hours. 57 of68 --J,, June 1, 2021, Item #7
TicketSearc •l TicketSearch will always remain up to date with the latest software releases for the most popular hardware and software systems. Updates/upgrades to the system are completed in off-hours through remote internet access, and do not require action on the user's part. Any changes to the system are included in the Release notes found in the Help Wizard. New updates to the system are implemented every few weeks, and there are no additional costs associated with system maintenance. All major product revisions, upgrades, enhancements and planned software releases are included as a feature of the maintenance and support contract options. This year alone, more than 800 features and updates have been implemented into the system. Currently there is a release every 3-4 weeks (where about 50 items are added to the system). The release notes are made available to everyone using the system from the interface. TicketSearch's goal is to provide the features and functions that its users find useful. With this, we are always looking for recommendations and feedback from our users. 10} Pricing TicketSearch is happy to propose a few alternative pricing options to the City of Poway. Option 1 • A $0.45/per ticket fee billed monthly with an annual 20% Complimentary Ticket allowance. • There is no annual ticket minimum under this plan. You are not committed to any specific volume of sales, and you can always graduate to one of the additional options below via a simple contract addendum. Option 2 • One Year License at $31,100 billed at the start of each contract year. • This option allows for the sale of 100,000 tickets Max, regardless of ticket value. • Overage rates will be billed yearly at a rate of $0.40/per ticket and $0 for Comps. 58of68 '1,, June 1, 2021, Item #7
TicketSearc Option 3 • Three Year License at $82,994 with payment due in full at the top of year 1. • This option allows for 100,000 tickets Max, regardless of ticket value. • Overage rates will be billed yearly at a rate of $0.40/per ticket and $0 for Comps. Additional Pricing Information: 1. Annual Minimum Tickets Processed Client agrees to process the following minimum numbers of tickets each year as determined by TicketSearch North America: Year 1 Year 2 Year 3 waived waived waived 2. Donations Module Clients using the Enterprise version shall have the use of the Donations Module free of charge. 3. Memberships Module Membership sales will count towards the 100,000-ticket threshold and be billed at the same price as the per ticket processing fee. 4. Merchandise & Concessions Client agrees to pay Licensor 5% of the monthly Merchandise sales processed through the Merchandise and Add-Ons Modules. S. Other Equipment TicketSearch presumes each operator in your box office environment already has a PC or Mac available to them with an internet connection and permission to access TicketSearch related webpages. TicketSearch integrates with your existing BOCA printers for ticket printing, and we recommend them as your official resource for any pricing related to ticket stock or new thermal printers. Our Ticket Mobile Scanning App is available free of charge from the Apple App Store or 59of68 ~ June 1, 2021, Item #7
TicketSea c Tl Google Play Store, however, an iOS device (likely an iTouch or iPhone) or an Android device is required for each ticket taker. Procuring any mobile devices would be at the city's discretion and can easily be purchased from any big box retailer at an average cost of $200 USO per device. There is no additional or special hardware required to operate TicketSearch. 6. SMS Ticket Delivery Fee Client agrees to pay $0.15 per SMS text message sent. 7. Setup and Training Fees Setup Fee Training Fees Travel Costs Customer Contact Data import from previous system Customer Transaction Data import (3 Years) from previous system Seat Map Generation Fee 8. Third-Party Platforms $895 (waived) $595 (waived) $NA $1,500 (waived) $3,500 (waived) $1,200 (waived) License fees for Third-Party platforms such as Tableau, Mailchimp and Zoom are not included in this agreement. 9. Service and Support Client shall be solely responsible for all service, maintenance and support-related costs for computers, printers, Client Internet connection(s), and any other Client-owned hardware and software utilised to access and use TicketSearch. Licensor will provide Client with telephone support specifically related to TicketSearch malfunction. After the completion of the Set Up and Training services set forth, Client shall maintain its own qualified personnel (or contract with a third-party service provider) who are trained in the day-to-day operation of TicketSearch for the purpose of on-going staff training, answering staff "how-to" questions, and addressing any other TicketSearch usage-related issues. Licensor will continue to provide help desk services to said personnel at no cost to the Client throughout the term of the Agreement. 60of68 '1,, June 1, 2021, Item #7
Ticket Sea 10. Other Costs Except as provided in this Agreement, all other costs and expenses to be paid by Client under this Agreement shall be due and payable upon issue of an invoice by TicketSearch North America. 11. Sales Taxes Please note: All prices quoted are exclusive of any taxes or other governmental fees or charges, including, but not limited to sales and use taxes. Ticket arch· Ticketing built your wayTS 61 of68 ~ June 1, 2021, Item #7
City of Poway Box Office Ticketing System RFP 21-021 5. Proposed approach to completing the work, and ability to implement in a timely manner. 6. Background and related experience of the specific individuals to be assigned to this project. 7. Fee structure and cost effectiveness of the proposal. 8. References. The City may short-list two or more Vendors to continue with further evaluation using the criteria identified above. Additional discovery may be performed to assist in selecting the short-list Vendors. The short-list Vendors will be contacted regarding their status as short-listed Vendors. The City reserves the right to award contract, or to forego awarding contract without notice. If a short list of Vendors is developed, the City will further evaluate short-listed Vendor's solutions by utilizing scripted scenarios that will demonstrate the ability to meet the requirements in the System Functionality Questionnaire. The short-listed Vendors will be further evaluated based on the results of reference checks, additional discovery and, at the option of the City, demos of Vendor's customer sites in operation. Vendors will provide the City with a list of three (3) customer sites. Customer sites should be using the same major version of the software being proposed to the City, and similar in scope and complexity. Please note that demonstrations for short-listed Vendors, if requested, are estimated to be held on April 21, 2021. Specific days and times for each short-listed Vendor will be determined at a later date, but Vendors should be prepared to conduct the demonstrations on this date. The City reserves the right to cancel this RFP at any time and for any reason without any liability to any proponent or to waive irregularities at their own discretion. The award of the Contract, if made, will be made to the proposer, who in the sole discretion of the City is best able to perform the Contract in a manner most beneficial to the City of Poway. The City reserves the right, after opening proposals, to reject any or all proposals, to accept or reject any one or more items of a proposal, to waive any informality in the proposal, and to accept any proposal or portion of it. Appendix A: System Functionality Questionnaire ABILITY TO EXECUTE REQ.UIREMENT Meets -The package meets the requirement 11out-of-the-box11• C "'C Modification -The package must be modified to meet the requirement. 0 > .... iij C Ill +i ~ 0 ... n, :i:a: .... n, z QJ Ill 3rd Party -The package is able to meet the requirement with a third-party QJ u n, 0 C QJ QJ ti= 0. Ill QJ C. 0 ll,O solution :E :a "E ~ :E 0 ·-n, ... 'tj 0. 0 rn 0 0. Q.I Does Not Meet -The product is not able to meet the requirement. :E V) Overall Hardware & Software 1. Ability to provide a test environment for testing new product features and versions. X p.37 2. Client owns the data generated by the solution, and entered into the p.37 system. X 3. Webpages created by your system are 100% ADA compliant? X o.25 4. Compatibility with Google Chrome, Firefox, Safari, etc. for public website. X p.6 62 of 68 Page 12 of 27 June 1, 2021, Item #7
City of Poway Box Office Ticketing System RFP 21-021 ABILITY TO EXECUTE REQ,UIREMENT Meets -The package meets the requirement "out-of-the-box". C .,, Modification -The package must be modified to meet the requirement. 0 > ... (0 C Ill ·,.:; t: 0 ... nl # ... nl z QJ Ill 3rd Party -The package is able to meet the requirement with a third-party QJ u nl 0 C QJ QJ ~ a. Ill QJ Q. 0 tl,O solution ~ =c -e QJ ~ 0 ·-nl 0 II.. ... a. 0 m C a. ~ Does Not Meet -The product is not able to meet the requirement. ~ VI 5. Compatible with the City's existing hardware. p.37 X Security & System Administration 6. Proposed system provides group and user security. X o.37 7. System has a Systems Administrator function that can manage security, maintenance tables, user logins and access, and overall p.37 system help to users when necessary. X 8. Allows security access to different sections of the system, and defined classes of data to be defined as read-only, read and write, or no p.37 access. X 9. Supports multiple users accessing and editing the system at once. X o.37 10. Maintains an audit trail of information and transaction changes. X n 17 i 11. Users have login and passwords, passwords can be reset via the website. X p.37 12. Users can edit general account information with a login and password online. X p.37 13. Operates redundant data centers (for online systems). List how many. X o.6 14. Operates secure data centers -with SSAE-16 Accreditation? X n6 -Box Office Software 15. Ability to build single events, regular series, and flex series. X p.37 16. Copy function available when building multiple shows in a series. X n 17 17. Quick sale mode for purchases with a minimum of clicking. X n.3'"7 -18. Cash sales generate receipts. X n.37 19. Tickets can be printed with full face value with no money collected or due (consignment sale). X p.27 20. Tickets can be sold at a discount but printed at list price. X p.L! 21. Consignment sale is marked as a different type of sale from regular p 7 & 38 sales for reporting purposes. X 22. Gift certificates and vouchers can be printed for use to purchase tickets at a later date. X p.38 23. Passwords are available for ticket pre-sales. X p.38 24. Tickets can be printed with theatre door locations. X o.38 25. Tickets can be refunded and exchanged at the box office; amount refunded can be a credit to customer account or gift X p.26 & 38 certificate/voucher. 26. Shows can be tagged with a "group designation" i.e. School, p.1( •,18&% Professional Show, Rental. X 27. Shows can be managed as a group in bulk; applying settings and discounts. X p.38 28. Settings for shows can be saved as templates. X p.38 29. Discounts can be added and modified after sales start. X p.38 63 of 68 Page 13 of 27 June 1, 2021, Item #7
City of Poway Box Office Ticketing System RFP 21-021 ABILITY TO EXECUTE REgUIREMENT Meets -The package meets the requirement "out-of-the-box". C "'C Modification -The package must be modified to meet the requirement. 0 > ... iu C Ill ~ ~ 0 ... ra # ... ra z Ill 3rd Party -The package is able to meet the requirement with a third-party a, u ra QJ 0 C QJ a, ~ Q. Ill QJ D. 0 b,O ~ !ij a, ~ 0 ·-ra solution 'E 0 0: ~ Q. 0 m C Does Not Meet -The product is not able to meet the requirement. ~ V) 30. Multiple discounts can be applied to shows, groups of shows. X o.38 31. Multiple types of payments can be used for one sale. X o.25 & 2~ 32. Ticketing options include print-at-home, electronic ticket (phone wallet p.22 or other). X 33. Sales can be general admission or reserved seating. X p.38 34. Various types of holds can be placed on seats and are reflected on ,.., seat map and labeled according to the type of hold. X p . ..:'. 8 & 38 35. Able to note whether tickets are placed in will-call or other action? X o.22 36. Able to add notes for specific sales vs. notes only being attached to P. 18, 25 &26 general customer accounts. X 37. COVID-19-related features: automated seat spacing, timed p. 16, 17 & 38 ticketing/arrivals. X Content Management Website 38. Videos from YouTube, Vimeo, and other sources can be embedded p.38 onto a web page using a link or embed code. X 39. Ability to host video-streamed events. X p.38 40. Content can be edited using a WYSIWYG editor built-in to the application. X p.37 41. Photos can be loaded and saved directly onto the site. X p.38 42. WYSIWYG text editor has spell-check. X p.37 43. Documents can be loaded and saved directly onto the site. X n 1Q 44. Security settings, users and groups apply from the box-office .l software. X p.38 45. Security settings, users and groups can be managed by the administrator. X p.38 46. Pages can be created, deleted, moved, renamed within the site structure. X p.38 64 of 68 Page 14 of 27 June 1, 2021, Item #7
STEVE VAUS, Mayor BARRY LEONARD, Deputy Mayor CA YLIN FRANK, Councilmember DA VE GROSCH, Councilmember JOHN MULLIN, Councilmember April 12, 2021 CITY OF POWAY ADDENDUM NO. 1 BOX OFFICE TICKETING SYSTEM, RFP #21-021 TO ALL PROSPECTIVE PROPOSERS: The following questions were asked regarding the above-referenced project: Ql: Can companies from outside the USA (for example, from India or Canada) apply for this? Al: Yes, nothing precludes international vendors from proposing, but all payments must be in USD ($). Q2: Does the contractor need to come to Poway for meetings? A2: No, as long as all training, support, etc. can be done remotely. Q3: Can the contractor perform the tasks (related to the RFP) outside the USA (for example, from India or Canada)? A3: Yes, as long as the contractor is committed to providing support during the hours critical to the tasks, Pacific Time evenings during/before shows, weekends, etc. Q4: Can entire proposals be submitted via email only, in PDF format (by the deadline), without a hard copy? A4: Yes. QS: We base our pricing on your annual earned revenue (i.e. total revenue from goods & services, taxes and fees processed through the system). Can you please provide the annual earned revenue in a typical year that would be processed through the system so we can provide a pricing estimate? AS: The last full year of actual ticket sales was FY18-19. In that year, total earned revenue from tickets was $129,837. Should the system be able to also serve as a point of sale for concession operations, there would be additional earned revenue. In FY18-19, concession sale revenue was $60,828. 65 of 68 City Hall Located at 13325 Civic Center Drive Mailing Address: P.O. Box 789, Poway, California 92074,0789 www.poway.org June 1, 2021, Item #7
Q6: What is the projected annual revenue (tickets, donations, etc.) that you anticipate running through the system for fiscal year 2021? A6: As noted above, the last full year of actual ticket sales was FY18-19. In that year, total. earned revenue from tickets was $129,837. No ticket sales will occur in FY21, which ends on June 30, due to COVID. Ticket sales in FY22 will depend on the reopening schedule of the theatre based on State and County health orders. Q7: To help us calculate one-time and recurring annual fees, can you please share the Poway Center for the Performing Arts projected annual operating expenses for fiscal year 2021? A7: The theatre was closed to the public due to COVID in FY21 and part of FY20; therefore, the last comparable figures come from FY 18-19. Ticketing-specific expenses included bank and ticketing charges, estimated at $67,000. Our preference is to lower costs for both the City and clients. QB: Is it a requirement to use the current credit card processor (Automated Merchant Services) and gateway (BridgePay), or can other merchant services providers be utilized? A8: Obviously there is some advantage to the City in using existing services, but there is definitely flexibility to add services if needed. Q9: What is your current software/CRM/Ticketing system? A9: As noted in the RFP, the PCPA was using the SeatAdvisor system to sell tickets on line and through the box office until that system was discontinued. Ql0: Is there flexibility in your implementation timeline? Al0: In order to reopen the theatre to the public and provide quality service to clients for ticketing, there is no flexibility. In fact, implementation earlier than mid-August would be preferred. Qll: How many portable ticket scanners and pedestals do you anticipate needing? All: Although the absolute minimum is 2, the amount currently being used, backups and the ability to utilize additional entrances must be an option. It is preferable that you provide per scanner/pedestal pricing for the City's consideration. Q12: Can you please provide a list of the current systems that have CRM, ticket history, and/or fundraising history data that will need to be converted to the new system? A12: The former ticketing company, SeatAdvisor, went out of business. CRM, ticket history, and fundraising data are currently held in Excel files, and upload is estimated at less than 200 patrons. Q13: As stated on page 6, "Throughout the duration of the contract, Vendor must hold a valid and current City of Poway Business Certificate." Please describe how the City of Poway Business Certificate is acquired by the chosen vendor. A13: Business certificate information is available here: https://poway.org/205/Business-Certificates. ADDENDUM NO. 1, BOX OFFICE TICKETING SYSTEM, RFP #21-021 66 of 68 PAGE 2 OF 4 June 1, 2021, Item #7
Q14: My concern is the language surrounding ADA requirements, and I was hoping you could provide some clarity if possible: "American Disabilities Act (ADA) Compliance. All web sites utilized by the ticketing system must meet all mandated access requirements adopted by the Federal Access Board www.access-board.gov) under Section 508 subsection 1194.22 of the Rehabilitation Act." Is this requirement an absolute deal breaker at this time, or is it a component to be scored? I ask because ADA changes their guidelines regularly and without notice to vendors like us who may need to amend the product/system to stay as compliant as possible. I've searched and there don't seem to be any organizations that certify systems as being "ADA Compliant." The current issue with our system is that (like SABO) we give your operators the ability to upload content supporting your events including images, videos, artwork etc. In those instances we cannot police that this content is ADA compliant (for example, linking to a YouTube video that doesn't have subtitles for the hearing impaired.) So we'd like to participate, but we want to meet your requirements. A14: The system provided should have the functionality built in to meet current Section 508 requirements. The system does not bear any responsibility for linked content on other websites outside of the provider's control. QlS: Please provide your definition of a consignment ticket as it relates to PCPA events, and describe your current process (or use case) for the distribution, sales, and scanning and validation of these tickets. AlS: The theatre creates a show for a client and then prints all 800 tickets and gives them to the client to sell. Tickets are sold and distributed to buyers. At the door, patrons must produce our printed ticket for scanning to enter the theatre. At a minimum, this is required; however, should a company have an alternate solution or concept for consideration, we are open to considering this. Q16: How many different organizations participate in your consignment ticket program? Are their specific requirements an organization must meet in order to be issued tickets in advance? Do these organizations receive any type of internal "credits" from the City of Poway for the number of consignment tickets purchased? A16: The clients of the PCPA are diverse and are primarily a professional performance organization, a school district, and community rental organizations. Approximately 50% of the clients utilize consignment. Procedures for consignment closely follow requests for onsite and on line sales of tickets, the exception being the issuing of the tickets to the client directly. There is a per-ticket or batch fee for consignment, and no credit is available. The City will determine if the entire house may be taken on consignment or whether some tickets will be made available onsite/online. Specific seats are kept by the PCPA as house seats. Q17: If we do not have any revisions to the City's Standard Agreement for Contract Services, does it need to be completed in advance, or only if we are the selected provider? A17: The Standard Agreement will be completed only by the selected provider. ADDENDUM NO. 1, BOX OFFICE TICKETING SYSTEM, RFP #21-021 67 of 68 PAGE 3 OF4 June 1, 2021, Item #7
All proposers shall acknowledge receipt and acceptance of this Addendum No. 1 by signing in the space provided and submitting the signed Addendum with the bid. Date: 4/12/21 Roger Morrison, Senior Management Analyst Receipt acknowledged by: Date: 4/14/21 Michael Smith President TicketSearch North America LLC ADDENDUM NO. 1, BOX OFFICE TICKETING SYSTEM, RFP #21-021 68 of 68 PAGE 4 OF 4 June 1, 2021, Item #7