Ticketing Services

The vendor is required to provide ticketing services for include:
- Responsibilities
• Event creation and management:
o Coordinate event details with booking, promoters, and production.
o Create and edit interactive seat maps and ensure event accuracy prior to on-sale.
o Manage event updates, pricing, promotions, and reporting.
o Promoter access to see ticket sales/hold/comp maps.
o Coordinate with marketing and booking teams for event promotion.
o Oversee scaling, holds, pricing adjustments, and special requests for events.
o Handle system manifest updates, rescaling, and dynamic pricing.
• Special programs and VIP services:
o Manage VIP programming, including club, suites, and hot ticketing.
o Process group sales, manage communication, and assist with orders.
o Oversee ticketed parking for VIP and club events.
• Daily operations:
o Manage box office staffing, scheduling, and supplies.
o Handle cash management, deposits, and reconciliations.
o Handle tour cash advances.
o Support eblasts, customer service, and event-related staff coordination.
o Prepare and perform daily audits, manage pre-sale audits, and resolve customer inquiries.
• Event operations:
o Oversee part-time staff and provide support during events.
o Manage event logistics including will-call lists, ticket issues, and on-site responsibilities.
o Coordinate floor setup, relocations, and ticket scanning counts.
o Communicate with promoters and manage VIP check-ins on event days.
• Settlement & financial reporting:
o Handle pre- and post-event settlements with promoters and clients.
o Have an on-site staff member for settlement. person will be released by SPFD manager
on-site handling settlement.
o Hold all ticketing funds on behalf of the district, and pay invoices through settlement process.
o Ensure accurate reporting of fees, rebates, and taxes.
o Prepare and explain final settlement reports, including ticket sales and audit summaries.
• Customer service:
o Local call center staffed Monday – Friday, 10:00 am to 5:00 pm.
o Box office staffed Monday – Friday, 11:00 am to 5:00 pm at the arena.
o Other location box offices staffed based on events.
o Manage inquiries, sales, and customer service for patrons via phone, email, and in-person.
o Lead customer service for ticketing issues and escalation resolutions. - Technology requirements
1. Proposed technology solution:
• Ticketing solution will integrate a primarily cloud-based platform offering real-time sales and event management capabilities. 
• The solution will incorporate a scalable, secure architecture with multi-layered access control and fraud prevention technologies.
2. Minimum and recommended hardware and software requirements:
• Minimum requirements: windows 10 or later, MACOS 10.14 or later, 8gb ram, 50gb available disk space, internet connection (min. 5mbps). 
• Recommended requirements: 16gb ram, SSD with 100gb free space, internet connection (min. 25mbps).
3. On-site hardware or servers:
• The vendor is responsible for providing all computers, technology and equipment to properly perform the work. 
• Thermal ticket printers, barcode scanners, credit card readers, and entry scanners will be required for each venue. 
• Scanners must be “entry and re-entry scanners”. 
• The vendor will provide these items along with configurations for seamless integration.
4. Database hosting:
• The database will be hosted in a secure and dedicated server environment with appropriate redundancies, and designed to meet industry standards such as soc2 compliance. 
• Customer data should be isolated and managed with strict access controls to maintain confidentiality and integrity. 
• Any on-premises infrastructure, customer data will also reside in a secure cloud environment. 
• Comprehensive backup and disaster recovery (DR) protocols are in place to support service continuity and safeguard data.
5. Data migration:
• Provide services to migrate historical data from the existing ticketing system, ensuring continuity. 
• Data will be transferred securely and may be accessible in an alternative reporting database if required.
6. Access control solution:
• The proposed solution includes hardware integration with turnstiles and entry scanners, ensuring restricted access. 
• Technologies such as facial recognition, barcode scanning, ticket transfers, NFC, and RFID tags will be supported.
• Must include integrations with third party identification verification entry systems.
7. Primary and secondary ticket sales integration:
• The system supports both primary and secondary ticket sales from a single inventory, ensuring real-time synchronization and preventing overselling. 
• Must also have an integration for third party ticket sellers that can allocate inventory to help dictate ticket prices on the secondary market. e.g., elevate
- Automated ticketing
1. Box office:
• Sales station setup with necessary equipment to perform the job for each window at each box office. 
• Ability to support sales using a mobile device or kiosk. 
• Multiple user access: the system supports simultaneous access by up to 50 users without performance degradation. 
• Account numbering: each account is assigned a unique id for its lifetime. 
• Ticket sales types: supports sales of general admission, reserved seating, series, group, complimentary tickets, VIP, etc. 
• Event selection: allows users to select tickets by individual events or series, with breakdowns by performance. 
• Seat information access: provides operators with real-time seat availability. 
• Customer data collection: collects essential customer information, including names, contact details, and additional comments. ability to view customer purchase history across multiple seasons from one patron summary screen. 
• Best available seat option: a "best available" option is provided for walk-up sales and includes platinum and aisle seating upsell availability. 
• Parking sales: must be available at time of ticket purchase and as an add on at a later time. 
• Manager access: allows for manager oversight of sales records with password protection.
2. Web sales:
• Interactive website: supports real-time ticket purchase, seat selection, and event browsing. 
• “View from the seat” functionality: interactive seat maps allow customers to visualize the venue. 
• Includes ability to sell season tickets, premium packages and other ticket packages, ability for sports tenants to create and sell. 
• Non-ticketed sales: supports the sale of parking and other add-ons.
• Parking sales: must be available at time of ticket purchase and as an add on at a later time. 
• Best available seat option: a "best available" option is provided for walk-up sales and includes platinum and aisle seating upsell availability. 
• Virtual queueing: implemented for high-demand events, reducing wait times. e.g., Paul McCartney, Adam Sandler, Shania twain, foo fighters, pearl jam
3. Mobile options:
• Mobile ticketing: supports native mobile apps with real-time ticket purchasing, event management, and entry scanning integration.
• Describe any mobile app integrations. 
• Best available seat option: a "best available" option is provided for walk-up sales and includes platinum and aisle seating upsell availability
• Third-party integration: seamless integration with mobile wallets such as google pay and apple pay.
- Payment processing
• Supported payment options: credit and debit cards, apple pay, google wallet, and PayPal. 
• Point accrual system: allow for point accrual, tracking and usage towards purchases, can it be integrated with in-venue concessions systems to track cash and point purchases. 
• Payment processor: vendor partners with a PCI-compliant payment processor. 
• Multiple payment types: allows multiple payment methods in a single order. 
• Dynamic pricing: system supports tiered pricing based on different user groups (e.g., seniors, children, groups). 
• Chargeback management: a proactive chargeback detection and resolution process will be implemented. 
• Payment plan capabilities: please describe. 
• Gift cards: explain how your system processes and manages gift cards.
- Event & venue management
• Venue maps: offers full interactive views of venue seating with zooming capabilities. 
• Include timing and process to create and publish select-a-seat maps and systems ability to handle high demand scenarios.
• Multiple seat maps: supports multiple layouts and the assignment of specific sections as general admission or reserved. 
• Price levels: unlimited price levels can be assigned per seat map. 
• Custom seating layouts: allows admins to create custom layouts and modify them easily. 
• Mobile access to ticket sales, opens, comps, hold.
• Map configuration changes: explain the process and the impact to a live selling environment.
- Access control
• Venue maps: offers full interactive views of venue seating with zooming capabilities. 
• Multiple seat maps: supports multiple layouts and the assignment of specific sections as general admission or reserved. 
• Price levels: unlimited price levels can be assigned per seat map. 
• Custom seating layouts: allows admins to create custom layouts and modify them easily. 
• Wayfinding: ability to connect.
- Customer relationship management (CRM)
• Comprehensive CRM: tracks customer interactions, preferences, and transaction history.
• Multi-address support: supports multiple email and physical addresses per customer profile.
• Mass communications: built-in tools for email campaigns, with tracking for opens and click-through
rates.
• Account categorization: ability to categorize accounts and show account category for users upon
accessing accounts i.e., VIP account, suite holder, club member. - Contract Period/Term: 5 years
- Site Visit Date: June 17 &19, 2025
- Questions/Inquires Deadline: July 03, 2025