System Features

4.1 Walk up and online ticketing for Coach parties and Groups bookings, supporting invoicing facility for groups

Group bookings and Coach parties are to be catered for by the system with a post visit invoicing facility for travel companies.

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ID Description Detail Supplier

Response 4.2 Ability to amend Coach

party or group bookings

On the day if more or less customers are present than initially booked a facility should be available to add to the numbers attending Kew.

4.3 Assigned seating ticketing

Specific events including 'Kew the Music' will have assigned seating. This module should include a floor plan of the event, giving the customer an option to see and choose their seat off the floor plan. 4.4 Collect loyalty points

and enjoy priority when buying tickets for Events.

The system should allow for Members using Kew gardens to accrue loyalty points.

4.5 Data Capture of Kew customers demographic details

Required fields Including: Email address, Confirm Email address, Title, First Name, Surname, Age or Age Range, Cardholder's address (4 fields), Postcode, Gender, Membership number - if a member (prompting discount or incentive), Card Number, CVV number, Expiry Date, Start Date, Issue number, Daytime Telephone number, checkbox for 'I would like to Hear from Kew about upcoming events etc...' 4.6 Golden Question Ability to use the system to capture

additional information about customers at all transaction points: amend contact information, capture interests, etc. 4.7 Ticket Type &

Destination

When tickets are purchased customers should have choice of whether tickets are sent to Smartphone, mailed, printed on demand, emailed or collected at the ticketing kiosks.

Online users can select a ticket or tickets from the range of Kew ticketing options and then print out their tickets at home prior to arriving at Kew. The ticket should contain unique barcode identifier. Customers will present the ticket on arrival at Kew and the ticketing system will be capable of scanning the barcode and will update the CRM database automatically and facilitate entry for the customer.

4.8 eTicket and eVoucher scanning from

Smartphone or Web Enabled Devices

Smartphone and web enabled device (Tablets etc.) scanning of on-screen eTicket and eVoucher barcode symbologies (1d bar-codes and 2d QR codes).

4.9 Gift Ticketing & Promotional Offer- Codes

The system should allow for the selling and redeeming of Gift tickets and vouchers. The system should also allow for the use of Offer-Codes or promotional vouchers etc. 4.10 Gift-Aid entry screen An additional simple Gift Aid entry screen

will be included on both the walk-up ticketing system at the Gatehouses and the online ticketing website. The system should utilise Post Code look up for efficient data entry as well as automatic printing of the Gift Aid receipt. (HMRC compatible Gift-Aid declaration reports should be included in the system.)

ID Description Detail Supplier Response 4.11 Kew Online User

Accounts

User accounts can be provided with user access so that users can update and amend their contact details, passwords and preferences.

4.12 Member, annual & season pass ticketing

A range of membership products are to be available across the range of Kew's sites. These products are to be sold and renewed online and on site.

4.13 Mobile Kew ticket vending

application

The creation of an integrated mobile website which facilitates the

sale of Kew Garden tickets and Kew Event tickets no portable devices (see GROUP 4). 4.14 Multi-language

capability

Overseas non-English speaking users can have the option to view the ticketing website in their own language. Specifically French, Spanish, Japanese, Mandarin and Korean.

4.15 Postcode Address File (PAF)lookup integration

PAF lookup for increased data entry efficiency and accuracy Online and at the Ticketing booths.

4.16 Streamlined system screens

Streamline the system screens that Kew gatehouse ticket sales staffs have to negotiate. Less levels and pages to navigate before closing a sale, shortening transaction times

4.17 Ticketing Refunds Automatic refund of ticketing funds should a customer cancel within a set time

4.18 Process Ticket Payments

Support all of the payment processes for all (Walk-Up) ticket sales (at the Gate or the Membership Kiosk) including those involving:

 Cash

 Credit Card/Debit Card, Switch  Cheques

 Sales Vouchers  Gift Vouchers  Discount Coupons 4.19 Process Payments for

all other items

Support all of the payment processes for all other sales (at the Gate or the Kiosk) – e.g. programmes or guidebooks.

4.20 Payment Validation Allow all credit card transactions to be validated on-line.

4.21 Payment Validation Provision of Chip and Pin solution. 4.22 Handling multiple

currencies

Be capable of handling multiple currencies. 7.6 VAT payable or paid Record whether VAT has been added and

how much - total amount.

4.23 Gift Aid Provide efficient, full support for Gift Aid processing (including ad hoc visitor donations).

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ID Description Detail Supplier

Response 4.24 End of Day processing Provide an appropriate, „best practise‟, End

of Day procedure for cashing up the tills, including the provision of appropriate audit trails and reconciliation reports.

e.g. the system must record every single operator action and transaction and allow supervisory staff access to query this data in many ways.

Examples of appropriate reports are:  Overs/ shorts by person or till and

money types  View and print

 Total Report on donations/Gift Aid/guidebooks etc. by operator  Cash all £50 notes together, all £20

notes together etc.

 Highlight any anomalies for the day, also any voids/cancelled

 Voids need to be authorised at supervisor level

 Show sales for a set period by ticket type/promotion/vouchers/discounts/Gift Aid/refunds

 Totals for attendance and/or including members/scanned tickets

 Totals for cash

 Totals for time period down to 15/20 minute blocks

Historical data is required to be accessible on-line for 2 years.