Berglund Center Ticketing Services

The vendor is required to provide Berglund center ticketing services for include:
- Equipment and software
• 14 computers for ticket office
• 18 ticket printers
• Three laptops for ticket office
• Portable scanning stations
• Equipment for remote ticket sales (i.e., at elmwood park and parking lots)
• Mobile box office
• 38 handheld ticket scanners
• Six access control servers
• Ticketing software
• Access points on the exterior of venues to allow for scanning parking tickets, and a minimum of six Aps around the interior of facilities
- Priorities
• Provide to Berglund center any marketing fund contributions for consideration (bonuses, royalties, etc.…)
• Custom branded ticket stock per year of contract
• Ability to migrate current ticket data to new platform if the successful offeror differs from the current supplier, Exit.
• This data includes active and historic data with headers, ticket reports, current ticket sales, and e-mail addresses of Berglund center customers.
• Berglund center will provide barcode information, including type, sample print-at-home, mobile, and boca tickets from the current platform.
• Provide links for group tickets, specifically rail yard dawgs hockey team sales and Broadway in city sales, using products like FEVO
• Must charge a maximum $1.00 convenience fee for all rail yard dawgs hockey games (29 regular season games plus any play-off games), elmwood park events booked and produced by Berglund center, and parking passes.
• Must charge customers a maximum $0.50 per ticket fee for season tickets sold online.
• No charge to customers for print-at-home (PAH) or mobile tickets.
•  Exclusive phone sales for all events
1. Call center with full staff on behalf of Berglund center
2. Extended hours (8am to 10pm) compared to Berglund box office hours
3. Extended staff available during major on-sales and events to provide more representatives to fulfill customer and purchase needs
4. FULL customer service providing information about ticketed events
•  Online sales
1. Full page and website design for ticket site
2. Ticketing website maintenance and support – supplies capacity to handle major event ticket on-sales
3. Security software and protection for all web transactions
•  Financial support
1. Explain PCI compliance protocols
2. Provides Berglund center ability to process all forms of payment
3. Rectify and handle customer charge-back complaints
4. Financial reconciliation for all ticket sales
5. Ticket fees charged by offeror to Berglund center must be for online and phone sales only
6. Identify the company through which the credit card processing is handled and how much the fees are
•  Full customer and client support
1. 24/7 technical support for ticket office
2. Refund to customers 100% of their fees should an event cancel or postpone
3. On-going training for ticket staff on software, packages, customer service, and functionality of ticketing system; initial training to be in person.
4. Maintenance and system upgrades – online, phone, and box office
5. Extended customer service hours via phone with ability to exchange, void, return, re-issuing lost, stolen, and misplaced tickets and provide information for our customers
6. Agree to send support to city to assist with major event on-sales and to troubleshoot, if necessary.  offeror will absorb the cost of support’s travel, meals, and accommodations.
7. Ensure that servers and support are ready to handle increased volume for on-sales.
8. Make available to Berglund center customers optional ticket insurance.
9. Work with Berglund center to develop custom reports, if requested.
10. ensure that the “pick-your-seat” option is available within sixty (60) days of the execution of the contract
11. Ensure that the ticketing system is fully operational by 12:01am on September 1, 2025
12. Auto-renew for season ticket holders/subscribers (manual opt-out)
13. Allow for efficient changes to platinum/VIP/flex pricing
14. Provide system asset to allow for gift card usage
15. Provide gift card stock (i.e., GIVEX)
16. Allow for staff to build shows efficiently (eliminate steps)
17. Allow for tap-to-scan/pay equipment
•  Database marketing software and services
1. Internet based database marketing solution – ability to send targeted, personalized email promotions to patrons, fans, and visitors
2. Berglund center will retain the right to sell sponsorships on tickets, whether hard or soft tickets, at Berglund center’s expense
3. Work closely with Berglund center on the design of print-at-home tickets.  Berglund center will retain the right to modify, update, add or delete information from mobile tickets
4. Build and activate a mobile app for Berglund center
5. The successful offeror must incorporate all of Berglund center’s existing social media into the ticketing platform, including, but not limited to:
6. Points of interest in city
7. Push notifications
8. Geofencing
9. Birthday and thank you messages
10. Pre-sale notifications
11. Provide two (2) free meeting registrations and expenses (meals and accommodations), excluding travel, for Berglund center and rail yard dawgs personnel to attend annual ticket conferences, if applicable
- The successful offeror should provide all networking equipment
1. If proposed system will be a hosted solution
• The system must support single sign-on capability utilizing EntraID and multi-factor authentication.
• The system must have the ability to encrypt data in transit and at rest
2. If the solution will be hosted by the city:
• The system must use microsoft windows server 2022 or later.
• The system must use microsoft SQL server 2019 or later.
• The database may exist on a consolidated server with other system databases.
• The application may exist on a consolidated server with other applications.
• If web-based, the system must be hosted on IIS.
• If web-based, application must work on multiple browsers.
• If web-based, application must support TLS 1.2 or higher
- Contract Period/Term: 5 years
- Non-Mandatory Pre-Proposal Meeting Date: April 04, 2025
- Questions/Inquires Deadline: April 18, 2025