Theatre Ticketing Management System

The Vendor is required to provide a robust theatre ticketing management system that simplifies the ticketing process for venue staff and patrons.
- This system will support the parks, recreation & culture department by efficiently managing all aspects of event workflows.
- This system will include online ticket sales, seat selection tools, and integrated payment processing. 
- There will be comprehensive reporting and analytic tools to generate revenue/sales reports and analyze customer data.
- City is currently experiencing include:
•    The current technology is outdated and there is a desire to modernize to a SaaS platform;
•    Creating events/shows with multiple dates requires multiple steps;
•    Creating coupon codes and ticket faces is difficult to code;
•    Limited capability for gift cards; and
•    Unable to group events into one calendar to allow patrons too easily search shows.
- The selection, implementation, and operation of a theatre ticketing management system, with data cleanly migrated from the legacy system.
- The following are some of the desired outcomes for this project:
•    Improve Customer Experience of purchasing tickets online;
•    Enhance employee satisfaction by implementing a more intuitive system;
•    Reduce Operational Costs by minimizing manual processes;
•    Lower IT support and helpdesk tickets;
•    Improve Reporting and Analytics; and
•    Integrated payment processing across all channels and city systems.
- System Requirements:
•    Ability to create new events.
•    Ability to edit existing events.
•    Ability to duplicate events.
•    Ability to create seating maps.
•    Seating Maps - Ability to edit existing seating maps.
•    Ability to duplicate seating maps.
•    Ability to hold certain seats (holds).
•    Ability to create or modify venue locations.
•    Ability to store and manage detailed information about clients.
•    Ability to facilitate ticket sales through both in-person, over the phone and online channels. 
•    Ability to provide patrons with print and digital ticket options.
•    Ability for administrative users to print physical tickets at any time, directly from the system.
•    Ability to create and maintain customer accounts.
•    Ability to create customized ticket faces for digital tickets with a preview function.
•    Ability to sell merchandise/concession items through the system
•    Customers have the ability to create or modify an account or check out as a guest.
•    System allows customers the ability to reset their password, if forgotten.
•    Ability to allow customers to book tickets for different shows or events and select seats and not cancel on their own. 
•    Users should be able to view the seating layout to the theater and select their preferred seat in real-time.
•    If logged in, the system should remember user preferences and provide relevant suggestions.
•    The system allows customers to purchase and pay for tickets online. Once complete customers have the option to print tickets, download ticket or save a file to their device/mobile wallet for scanning.
•    Ability to enter a presale access code and a coupon code.
•    The system should allow users to sort or filter events.
•    Colours on events based on how many tickets left - online website ticket buying page.
•    Ability to see shows that are in the future but not currently open for sale. 
•    Ability for customers to give feedback on performance or experience.
•    System should have the capability to have a website similar to a landing page with customizations available. It should be compatible with other CMS such as Drupal and should have the capability to be embedded into another website. 
•    The system should have a modern, visually pleasing and professional colour scheme that can be customized.
•    Ability to remove vendor logo and any other branding from the application.
•    The system should allow clients/agents to log in and see a report.
•    The system should be able to generate notifications to the end user triggered by different events. Format: HTML (Email) and/or SMS (Text).
•    The system will allow for staff to update or customize notification templates as desired.
•    The system shall record all notifications sent, to ensure accurate tracking and reference.
•    The system shall ensure that all notifications sent to customers are retrievable for re-issue
•    Ability to create and email out customized event reminders with a preview function.
•    Ability to maintain email lists or mail lists.
•    Ability to have site wide banners on all pages.
•    The system should be able to create detailed reports with data available in the system.
•    Ability to create and export end of day reports.
•    Reporting dashboards are available and can be configured to show key stats or data by desired staff.
•    Ability to categorize and filter reports.
•    Ability to group and consolidate events that have multiple dates into one report.
•    Custom-configured reports can be saved by staff (so that they do not need to be recreated every time).
•    Real-time and historical analytics are available to identify trends to enable the business to make data-driven decisions.
•    Ability to automatically generate reports.
•    Ability to give access to different departments to run reports based on user permissions.
•    The Solution provides help articles / guidance for basic user questions (FAQs) on the application itself.
•    The Contractor provides online resources and tutorials for self-learning.
•    The system will have the ability to store and manage customer contact information, including name, address, phone number, email, customer number, purchase history (including confirmation number), notes and preferences.
•    Ability to manage and sell both reserved seating, general, cabaret (tables and chairs) admission tickets.
•    Ability to set a date on when tickets will be available to purchase. 
•    Ability to offer dynamic pricing.
•    Please include detailed information on media capabilities such as adding type of media and any file size limitations. 
•    System is available on desktop devices and also should be fully compatible with mobile devices, ensuring seamless access and functionality.
•    Ability to create, edit, and manage user profiles with different roles or permissions. 
•    User-friendly and intuitive interface for all users (including new users).
•    Display shows in an organized manner and allow users to sort based on different criteria.
•    The system should be easy to setup and install with clear instructions
•    The system should have predictive text and autocomplete features to assist in data entry
•    The system should support multiple languages to cater to users from different regions.
•    Ability to generate and distribute promotional codes.
•    Ability to generate and distribute show subscriptions/bundles.  
•    Ability to require patrons to acknowledge and accept terms and conditions before completing the ticket purchase process.
•    Ability to purchase tickets through multiple channels for multiple shows and events (online or in person).
•    System should have a scanning application to allow for scanning validating tickets upon entry.
•    System should have ability to scan out tickets to be able to keep a count of current guests in a venue at any given time.
•    System should have the ability to be accessible through Mobile Box Office Locations and connect to another network as needed. 
•    The system should be compatible with current hardware such as box office ticket printers and iPhone scanners. 
•    Ability to add a description or the event details and external links on web page or event page.
•    System should be compatible with Drupal Content Management system/Websites. 
•    System should have a customer facing screen/monitor to view seat options in real time if paying at the box office. 
•    System has a training or sandbox environment.
•    Ability to use standard ticket stock.
•    Ability to import/migrate desired data from existing systems.

- Contract Period/Term: 1 year