Reservation and Registration Management System

The Vendor is required a mobile-enabled, web-based Registration and Reservation Management System (RRMS) and customer call center for camping reservations, day use reservations, parking reservations, golf round reservations, point of sales transactions, event registration, special use permit reservations, and other permit applications.
• System will be used by the public, department employees, and central call center staff to create reservations for campsites, day-use rental sites, parking spaces, and golf rounds cart reservations. The system will also manage department sponsored events and program registrations, applications and permitting for special uses/events and various scientific and wildlife permits, and small business permits.
• System will handle point-of-sale (POS) items and associated inventory management and will track all revenue received. The RRMS will include Call Center services and a web-based reservation system that allows customers to make reservations/registration via the internet, through a call Center and while at a department property. The department requires an existing, proven reservation system.
• department requires a centralized and comprehensive, State-wide Special Use/Event reservation and permit management system. Currently, department reviews and approves over 2,000 Special Use/ Event permits annually. These are requests for approval to engage in events hosted by outside entities for special uses that occur on our properties or for state-wide permissions.
• department also manages Scientific Collectors and other Wildlife Permits. department requires a centralized and comprehensive registration and permit system to allow the public to submit applications for review and approval. Department issues approximately 600 of these permits per year. In addition, department’s Coastal Resources division issues roughly 1,200 parking permits annually which will be included in this system.
• Department also manages Small Business Permits, such as outdoor recreational companies, food trucks, and photographers to operate during specified times and at specified locations. Department issues approximately 50 of these permits per year.
• System Requirements
1. The Vendor shall allow customers to make, change, and cancel reservations and registrations through a minimum of the following Channels: directly through a web-based reservation system, a Call Center, and on-site at each of the applicable properties.
2. The Vendor shall provide the mechanism(s) and any customer service for all reservations and customer inquiries.
3. Department staff, including on-site DEPA department RTMENT staff, shall have the ability to make, change and cancel reservations or registrations via the web-based reservation system.
4. Department staff shall have the ability to sell and manage inventory Point-of-Sale items, via the web-based system if department decides to sell retail items in the future. This should include dynamic promotional pricing.
5. Department staff shall have the ability to accept, track, promote, and sell event registrations via the web-based system.
6. RRMS must be able to have customizable operation windows for any section of the system, i.e. camping reservations or POS may be input into the system for future go-live dates.
7. The Vendor shall train Vendor Personnel and DEPARTMENT staff to use the web-based RRMS including ensuring department staff are comfortable with performing associated financial transactions, and running appropriate department for managing park reservations, inventory, registrations, permits, and sales.
8. Vendors are invited to describe additional functionalities or services beyond basic requirements which should be included in the Technical Proposal. The Vendor shall indicate any separately priced items as directed on the Cost Proposal, identified as optional purchase.
9. department staff shall have the ability to download and generate reports/data for finances, reservations, permits, registrations, inventory, etc., on department and without assistance from the Vendor. The Vendor shall electronically report additional reservation or registration data/records as requested to the department.
10. The Vendor shall furnish such development and test environments necessary to support Contract requirements at no additional cost to the State. The test environment should be synchronized with the production environment in terms of features and functionalities and should be furnished with test/sample data.
11. The Vendor shall provide documentation on any administration or configuration the department is allowed to perform.
12. The Vendor shall provide the capability for department to perform unlimited user administration for department staff logins and provide a variety of different permission levels for department staff.
13. The Vendor, at no additional cost to department, shall supply technical support as part of the RRMS, including periodic assistance with configuration and use of the web-based reservation system.