Integrated Campground Management Services

The Vendor is required to provide integrated campground management service (ICMS) solution fully implemented, stable, and reliably process launch day and peak season volumes in advance of September 2027, as no extensions to this timeline are permissible.
- Requirements
1. Public website
•    The solution must deliver a modern, reliable and mobile friendly website where customers can easily find park information, check real time site availability, and make reservations. 
•    It should also include a storefront for online product sales such as purchase entry permits, merchandise, and gift cards, and make donations. 
•    The solution should provide integrations for third-party order fulfillment, content management, support advanced search filters, and must run 24 hours a day, 7 days a week, and 365 days a year with minimal downtime.
2. Inventory and capacity management 
•    The solution must allow division to configure and update all campsite and facility inventory, including site types, attributes, availability, and business rules. 
•    It must support holds, closures, booking windows, stay length rules, and customer reservation limits. 
•    High demand periods require robust queue management and annual stress testing for up to 50,000 concurrent users.
3. Reservation and order management 
•    The solution must support real time reservations for all product types across all channels, with flexible search tools, map selection, and enforcement of business rules. 
•    Customers must be able to make and manage reservations online, with real time payment synchronization to guarantee reservation and product sale.
4. Event management 
•    The solution must allow parks to create and manage events, enabling customers to search, view details, reserve spots, and cancel online.
5. Customer communications and notifications 
•    The solution must support automated email, SMS, and voice communications for routine, marketing, and emergency notifications, with customizable templates and customer opt out controls, as well as configurable alerts and advisories that must appear across all channels.
6. Entry permits 
•    The solution must sell and process a range of daily, weekly, and annual entry permits online and in the field, calculate validity dates automatically, and issue digital, temporary, and physical permits as required. 
•    It should also allow for third-party fulfilment of online orders and include license plate validation features.
7. Field operations and systems 
•    The solution must provide a field system with full campground management functionality, including campground registrations, product sales, inventory management, reporting, and other park operational functions across all parks. 
•    All activity must sync to the centralized ICMS solution in real time for accurate availability, financials, and inventory. 
•    The solution must include all hardware, equipment and internet connectivity required to operate the proposed solution, including hardware refresh strategy and support.
8. ICMS financial management 
•    The solution must provide a fully integrated financial processing, tracking, and revenue management system in coordination with agency merchant account requirements, financial protocols, and regulations. 
•    It should accurately manage fees, taxes, and other financials across all ICMS transactions processed with payment card industry (PCI)  compliant processing. 
•    It must support secure payments, refunds, full audit tracking, and generate financial reports for auditing.
9. Call center and operational support 
•    The solution must provide an extended hours live agent call center capable of processing telephone reservations and handling general public inquiries related to campground reservations, changes, cancellations, and customer questions including all customer issues and complaints. 
•    It must also provide an extended hours help desk support service for providing ICMS troubleshooting and support to state staff. 
•    The solution must include a comprehensive ticketing system for issue tracking and support, as well as testing environment and system training.
10. ICMS identity and access management 
•    The solution must leverage single sign-on with agency state account to provide secure customer account self registration, self service credential recovery, and the ability for customers to view and manage their account information and transaction history. 
•    It must also leverage single sign-on with agency Microsoft azure active directory to implement role based access and permissions control for division authorized users to configure and maintain the solution.
11. Data analytics and reporting 
•    The solution must deliver real time, configurable reporting for operational, financial, and statistical data, with multiple export formats and scheduled delivery options. 
•    Reports must include clear titles, filters, and timestamps, and be available in common formats.
•    Historical and current data must be securely migrated to the solution and retained in compliance with government records policies.
12. Marketing and branding
•    The solution must support full division branding and staff managed updates to public facing content, as well as provide targeted marketing support to maximize park use through customizable communications, promotions, and surveys. 
•    Customer communication preferences must be honored while ensuring mandatory messages are always delivered.