Recreation Management Software

The vendor is required to provide a cloud-based recreation management software platform to manage recreation program registrations, facility reservations, point-of-sale transactions, memberships, reporting, and financial reconciliation within the Division. This system has supported operations for several years, as the City is seeking to continue to enhance overall customer experience and operational efficiency, strengthen data integrity, and support future growth.
- System shall:
• Prioritize ease of use and minimal steps.
• Allow custom City branding and personalization.
• The ability to transfer data from the current system, ActiveNet. At a minimum, the City requires migration of customer accounts, household relationships, facility records, and transactional financial history. Vendor shall propose a migration plan that includes trial conversion, field mapping workshops, data validation reports, and reconciliation checks to be completed and accepted by the City before go-live. Go-live requires successful completion of scripted user acceptance testing scenarios covering registration, bookings, refunds, GL export, and email communications.
- Payment Processing & Pricing
• System must support integrated payment and refund processing, transparent fee structures (transaction, module, user), fixed pricing where applicable, robust reporting, auto-payment functionality and chargeback management.
• Support multiple digital payment methods, including credit/debit card Apple Pay/Google Pay, PayPal, and ACH transfer.
• Allow staff overrides and administrative adjustments.
• Invoicing & Scheduled Billing: Flexible, automated billing cycles with integrated payment processing for recurring revenue.
• Financial Reconciliation: Automated "three-way match" between cashiering sessions, bank deposits, and ERP records.
• Fee Assistance Handling: Specialized workflows for managing subsidies and grants with full transparency for internal audits.
• Any kiosk, payment terminal, or card reader deployed for City use shall not connect to City LAN or City-managed Wi-Fi. Devices shall use cellular connectivity (4G/5G) or vendor-managed isolated connectivity that does not traverse City networks. Vendor shall provide device management details (remote updates, tamper detection, replacement logistics) and a transaction data-flow diagram confirming that cardholder data does not pass through City networks and that encryption occurs at the point of interaction using PCI-validated P2PE.
- Technical Requirements: System must be current, cloud-based, accessible via modern web browsers without client-side software installation, support standard data export formats (CSV, JSON, XML), PCI compliant, compliant with WCAG 2.1 Level AA accessibility standards for all public-facing web and mobile interfaces, support required peripherals, operate in real time, integrate securely within routed IP networks, have clear upgrade and maintenance schedules/procedures, and maintain City cybersecurity standards.
- Disaster Recovery: Contractor shall provide a comprehensive disaster recovery plan that ensures system restoration, data redundancy, regular backup protocols, failover capabilities, documented recovery procedures, and routine disaster recovery testing to ensure continuity of operations with minimal service disruption. Vendor shall commit to specific Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets and provide evidence of routine DR testing. Vendor shall provide an availability SLA with defined uptime commitments, scheduled maintenance windows, and service credits for missed targets.
- Online Experience – Program Registration and Facility Management:
The system shall include:
• Online Services: Secure, mobile-friendly, encrypted web experience with customizable branding and analytics.
• Customer Management: Secure account login, password control, lockouts, transaction history, holds, account enforcement tools, submitting agreements/documents electronically.
• Membership Management: Online purchase, renewal, control of eligible passes, remote scanning, discounts, account updates, submitting agreements/documents electronically.
• Program Registration: Online browsing, searching, eligibility enforcement, multi-family checkout, multiple session registrations, real time availability and capacity, notifications, waitlist updates, receipts, signing and submitting agreements/documents electronically.
• Facility Booking: Online reservation requests, searchable listings, real time availability and capacity, media display, approvals, downloadable booking info, signing and submitting agreements/documents
electronically.
- Staff Experience – Program Registration & Facility Management
• System must allow efficient and customizable program setup, categorization, rules, prerequisites, wait lists updates, fee structures, attendance, waivers, roster creation, auditing logs, alerts, and administrative controls.
• Supports complex and customizable booking structures, conflict prevention, capacity rules, scheduling displays, mapping, tentative bookings, contracts/agreements, deposits, fee customization, waivers,
amendments, notifications, maintenance integration, reporting, and compliance controls.
- Point of Sale Supports inventory management, barcode and ticket creation/scanning, flexible pricing, discounts, transaction linking to accounts, automated inventory updating, analytics, and admissions processing
- Marketing & Communication: Centralized/segmented customer database, email/text campaign
capabilities, automated reminders, segmentation tools, promo codes, social network sharing integrations.
- Access Control: System must produce scannable credentials, integrate with gates/turnstiles, support mobile ID scanning, validate eligibility, log entries, restrict access rules, and provide staff alerts where applicable.
- Financial Controls
• GL export, invoicing, scheduled billing, financial reconciliation, fee assistance handling, and financial reporting. 
• Secure Tokenization: End-to-end encryption and payment masking to reduce PCI scope and protect sensitive cardholder data.
• AR Functionality & Reporting: Advanced Accounts Receivable management with real-time dashboards and aging reports.
- Membership Management (General) Flexible membership configuration, card/phone scan usability, restrictions, notifications, renewals, holds, cancellations, discounts, installment billing, EFT/auto payments, communications controls, and photo capture.
- Integrations: Must support API integrations, GIS mapping, export formats, social media
compatibility, and digital signage data feeds.
- Account Management: Robust customer records, duplicate control, documentation storage, alerts, demographic tracking, GIS residency assignment, account history, and customizable fields.
- Subsidy / Fee Assistance: Supports multiple programs, caps, balances, reporting, visibility tools, exemptions, balance management, and multiple subsidy assignments. 
- Staff Management: Supports different payroll calculation models tied to programs and attendance
- AI Experience (Desired)
• Provide a 24/7 AI-powered virtual assistant accessible on the web, mobile app, and kiosk interfaces.
• AI-driven recommendations for programs based on user interest.
• Support multilingual functionality to improve accessibility for diverse community members.
- Mobile Experience (Desired)
• Provide a fully native mobile application available on iOS and Android platforms.
• Mobile app to be native, allow search, browsing, registration, payments, membership management, push notifications, accessibility features, and digital/QR ID capabilities. Vendor shall provide proof of capability including: current App Store and Google Play links, live demonstration of targeted push notifications (segment-based, not broadcast only), digital ID/QR code scanning at access control points, and at least two municipal agency references currently using the native mobile app in production.
White-label (City-branded) native app listing is preferred and will score higher in evaluation.

- Contract Period/Term: 3years
- Questions/Inquires Deadline: March 13, 2026