Recreation Management Platform

The Vendor is required to provide for a cloud-based recreation management system (RMS) to support online program registration, facility reservations, payments, and administrative functions.
- Recreation Management System Implementation
•    Design, install, configure, test, and deploy a secure, cloud-based RMS tailored to PRM’s offerings, business rules, and workflows
•    Migrate historical and current data (e.g., member records, enrollment history, financial transactions and permits from legacy systems)
•    Develop public-facing registration and reservation portals that are multi-lingual, ADA/WCAG-compliant, PCI compliant, and mobile responsive
- Program/Class Management
•    Program and Class Registration for individuals, families, organizations and instructors
•    Instructor check-in/out, attendance tracking
•    Multi-session registration, wait list management, and flexible scheduling
•    Integration with complementary recreation software and systems including Team Sideline (for league and team management) and ePACT (for emergency and medical information management)
- Facility Registration
•    Real-time booking with automated permits
•    Enforcement of blackout periods and rental rules, and tiered fee structures
•    Point-of-Sale solution for in-person transactions at community centers, pools and other facilities that support merchandise sales, concessions, passes and fees
- Payment Processing
•    Accept multiple forms of payment (credit/debit , cash, gift cards, contactless payment when implemented
•    PCI compliant payment processing and related activities (ex. refunds, charge backs, etc.)
•    Payment card devices (if utilized as part of the RMS system) must be PCI certified Point-to-Point-Encryption (P2PE) devices and integrated with the RMS
•    Refunds to original payment methods, credits, balance transfers, and payment plans shall be performed in the RMS (and/or follow the City Accounting refund requirements which take precedence)
•    Compatibility and optional integration with bank of America with city treasury systems, merchant services (BAMS) accounts.
•    Integration with the City’s merchant services vendor (BAMS) to perform payment processing
•    Ability to change to a different merchant services vendor if the City changes to a new payment processing vendor
- Customer Account Management
•    User friendly interface for account creation and updates, household and family linking, communication preferences, transaction histories, multilingual support
- Administrative Tools
•    Role-based permissions, attendance tracking, scheduling, workflow customization
•    Internal messaging, calendar and scheduling functionality
- Training and Change Management
•    Provide training tailored for multiple roles including Admins, Rec Staff, and Supervisors
•    Deliver training materials: manuals, quick guides, video tutorials 
•    Conduct “train-the-trainer” sessions to build in-house capability
•    Provide the City a mechanism to create and track tickets for reporting issues and requesting changes/enhancement requests
•    Provide reports and hold regularly scheduled meetings to review the reports as well as set expectations on ticket completion for City staff
•    Provide a fully functional sandbox test environment for staff training and hands-on practice prior to go-live, including access for various user roles (e.g. admin, instructor, front desk, and public used)