Reservation Software, Website and Call Center Services

The Vendor is required to provide a solution for centralized reservation system (CRS), point of sale (POS) with centralized inventory management, retail management, event management, call center, and operational website for agency.
- Payment card processing
•    The solution, including POS, credit card processor, and call center operations, shall utilize a PCI compliant credit card processing system.
•    The same credit card merchant must be used across all functional areas of the solution.
•    The solution shall allow agency to pass, at a minimum, an annual SAQ B-IP PCI audit.
•    The solution shall securely utilize credit card information through a method such as tokenization.
•    The solution shall mask all but the last four digits of the credit card number, both online and on the POS stations.
- Web content accessibility guidelines (WCAG)
•    The solution shall meet the most recent version of the WCAG at a double AA level for all users. 
•    The offeror shall complete an annual audit. 
•    A bi-annual audit would be preferred.
- Software as a service
•    Responsible for web and system hosting of system at cloud based similar data center(s) with redundant backups, high availability, and load balancers at multiple geographic us based locations.
•    Certified security services by web supported protocols available from client public IP addresses.
•    The solution shall provide an open API for business integration of the solution.
- Public web service availability
•    Availability of the system to both public and agency users shall be 24/7 with server load times of two and one half (2.5) seconds or faster.
•    A 99.999% monthly uptime is expected, with maintenance allowance during early morning hours to be agreed upon at least twenty-four (24) hours prior to intentional outages.
•    The offeror shall perform all scheduled repairs, system upgrades, enhancements, feature roll outs, and maintenance of the system between 12:00 a.m. And 4:00 a.m.
- Central data storage and structures
•    Operate and maintain a centralized storage of records in a cloud-based relational database, including all transactions for state parks reservation records, point of sale and day use records, and point of sale inventory records, as a single central relational database within a single contiguous architecture, defined by an entity relationship (ER) data model.
•    Scalability - the solution shall have the ability to be enhanced by adding new functionality, reservable items, park expansions, and new parks without disrupting existing functionality (functional scalability).
- Software changes:
•    All system updates and changes to current functionality shall be announced. 
•    Agency shall approve new releases and new functionality prior to scheduling the release. 
•    Any and all release notes shall include how the change will affect the current function.
•    All version updates should be completed on a regular update schedule, not to exceed six (6) months between updates.
- Offeror help desk
•    Provide a help desk to support agency staff with system operations. 
•    Regular business hours for the help desk must be available at a minimum: 6:00 a.m. To 6:00 p.m. Seven (7) days per week; all times are state time.
•    On-call system support must be available 24/7/365 to support agency liaison, designee or it staff for website and system outages or other major issues affecting operations.
•    The offeror shall keep a help desk log of all calls to the help desk, which describes the time of the incoming call, a summary of the question or problem, how the problem was resolved, and the time of resolution. 
•    Agency administrators shall have real time access to this log.
•    Calls to the help desk shall be answered within the fifth (5th) ring or thirty (30) seconds. If an automated voice response system is used, an option shall exist that allows the caller to speak with an operator. 
•    Total wait time to speak with an operator shall not exceed two (2) minutes.
•    Provide its help desk operators the training and access to technical resources necessary to answer inquiries relating to system availability, system software issues, user security level issues, integration issues, and other issues related to use of the system.
•    The help desk with the number of operators appropriate to meet the needs of agency.
•    Provide reporting on help desk activities to the designated agency staff. 
•    The reporting shall include daily number of calls and call details.
•    Maintain a tracking system listing bugs, issues, and corresponding fixes. 
•    This tracking system must include: a description of each failure; the date and time each failure began; the plan of action for each failure; the current status of each failure; and the offeror representative, including contact information, responsible for resolution of each failure. 
•    This report shall be provided to designated agency staff as requested.
•    The ticketing system shall have the ability to export all or a selected date range or category of the tickets into an .xlsx or .csv format, with title, description, ticket updates and resolution, submitted by, date opened, date last update and date closed as minimal field options.
•    The date must have a calendar date, month, and year and 24-hour clock time.
- Functional requirements
•    The solution shall allow for reservations to be made by multiple sales channels; staff (advance and same day), customers online (advance only), and call center staff (advance only).
•    All sales channels (internet, call center and facility) will work seamlessly together to eliminate any instances of double bookings or over-booking reservations.
•    The solution shall receive and record all information for reservations and rental of units including, at a minimum: name, address, telephone number, email address, number of adults, number of children, number of nights reserved, deposits or fees collected, and deposits or fees refunded.
•    The solution shall securely utilize credit card information through a method such as tokenization.
•    The solution shall allow reservations, cancellations, and reservation modifications to be made any time of the day or night within agency business rules.
•    The solution shall have the capability to provide site specific reservations for guests and staff.
•    The solution shall allow park staff to make same-day reservations.
•    The solution shall allow the addition of notes or comments by park staff to any reservation, such as reasons for a cancellation or change, customer requests, attempts to reach a customer, etc. 
•    These comments shall not be viewable by the customer.
•    The solution shall allow for reservation modifications of existing reservations made through all channels without full cancellation of reservation.
•    The solution shall allow configurable filters for searchable attributes from all channels.
•    The solution shall allow for maximum occupancy settings as well as maximum adults and maximum children settings. 
•    Example: campsite maximum occupancy = 10, maximum adults = 6, minimum adults = 1, maximum children = 6 minimum children = 0.
•    The solution shall allow the check-in or check-out of multiple sites (reservations) in a single system update.
•    The solution shall allow easy updates to rates and fees for any item sold through the system, including seasonal or special rates.
- Call recording
•    The offeror shall record all customer service calls for training purposes and review during customer complaint reviews. 
•    Agency liaison or designee shall have access to or copy of recordings when reviewing customer complaints. 
•    The solution shall automatically block the playback of credit card numbers. 
•    If the solution does not automatically block the playback of credit card numbers, the offeror shall describe how they will protect customer card data.
- Current call center metrics
1. Provide the following call center metrics by month for the calendar years 2024 and 2025:
•    Current call volume statistics and staffing levels.
•    Abandoned rate (percent of incoming calls not answered).
•    Average speed of answer.
•    Max wait time
•    Percent of calls transferred to a park or the central office.
•    Average hold length.
•    Max hold length.
•    Average call length.
•    The procedures used to report the requested data.
2. Provide the following call center (external) staffing data:
•    The average tenure for call center and customer service agents.
•    The minimum staff for the call center and the customer service department the offeror would dedicate to agency calls.
•    The ratio of supervisors to call center and customer service agents.
•    The annual employment turnover rate for call center and customer service agents for the last five (5) years.