recreation management software services as described in Section II, “SCOPE OF SERVICES,” of this RFP.
The CITY will solicit Request for Proposals and select a final vendor in accordance with its award procedures as outlined in the San Mateo Municipal Code Chapter 3.60.040 AWARD PROCEDURES, as paraphrased below:
The City Council may, in its discretion, waive any minor irregularities or informalities in the proposals received. The eventual contract may be to the lowest cost proposer or other proposer. In determining to whom the award is made, the City Council may consider, in addition to the prices received, the experience of the proposer for the particular services sought, the quality of the work the proposer has done, the quality of the product or materials provided by the proposer, the ability of the proposer to complete the project in a timely manner, the safety compliance record of the proposer, the insurance carried by the proposer, the information provided by any pre-qualification process, and the after sales service and support that is provided, as well as other factors that the City Council determines to be relevant in the particular situation.
The selection criteria for the CITY are further outlined in Section V, Vendor Selection Criteria.
The proposals shall be submitted to the City Clerk’s Office, City of San Mateo, 330 West 20th Avenue, San Mateo, California, 94403, no later than:
4:00 p.m. on June 19, 2015
Each proposer shall submit seven (7) bound sets and one (1) electronic copy of the proposal in accordance with Section IV, "PROPOSAL REQUIREMENTS."
TABLE OF CONTENTS
I. INTRODUCTION ... 3
II. SCOPE OF SERVICES ... 4
III. TERMS AND CONDITIONS ... 8
IV. PROPOSAL REQUIREMENTS ... 9
V. VENDOR SELECTION PROCEDURE ... 13
VI. ESTIMATED PROJECT TIMETABLE ... 14
VII. CONTACT PERSON ... 14
VIII. LATE PROPOSALS NOT CONSIDERED ... 15
A. Parks and Recreation Software – Requested Functional and Technical Components B. Proposal Pricing Sheet
C. City of San Mateo Master Software License Agreement Template
D. City of San Mateo Master Maintenance and Support Agreement Template E. City of San Mateo Master Technology-Related Professional Services Agreement
A. PROJECT BACKGROUND
The City of San Mateo is looking for a new software management system to meet the business needs of the Parks and Recreation Department. The vendor(s) selected will be responsible for the implementation of all selected components, project management, training, data migration solutions (limited) and full installation that will meet the performance requirements as agreed to in the final contract.
The City has established the following tentative schedule for the selection of the preferred vendor(s), contract negotiations and implementation.
B. CITY BACKGROUND
The City of San Mateo is a community of approximately 100,000 residents, strategically located midway between San Francisco and San Jose. One of the City’s strengths is its diversity, both in the ethnic makeup of its residents and the physical development of the community. San Mateo has strong residential neighborhoods and a vibrant business and retail environment.
The Parks and Recreation Department has 60 full time employees and approximately 250 part-time and seasonal employees and works with more than 100 independent contractors to provide recreational programming. The Department offers a wide range of services to its residents including 32 developed parks, 4 open space areas, six community centers, two aquatic facilities and an 18-hole golf course. The proposed software management system should support the full spectrum of recreation activities and facilities provided by the Department.
C. EXISTING ENVIRONMENT
1. Current Information Technology Environment
The Department currently runs its Parks and Recreation software on a hybrid product with a local database server on SQL Server 2008 R2 and a hosted payment processing product. The current client software runs on personal PCs with Windows 7 and Office 365.
Project Benchmarks Date (No Later Than)
Request for Proposals available May 11, 2015 Proposer inquiries due June 1, 2015 City responses/additional info due June 8, 2015 Proposals due at the City June 19, 2015 Preliminary Evaluation June/July 2015 Proposer Demonstrations/Interviews July 2015
Contract Negotiations August 2015
Award of Contract October 2015
2. Current Software System
The Department has utilized the Class software system from the Active Network since 1998 to manage its recreation classes and registrations, facility reservations, memberships and POS sales and inventory. The Department uses the Active Network hosted solution in conjunction with Class for processing credit card payments.
Approximately 64 users currently have the Class client on their computer, although not all of these users utilize the system for the same purpose. The Department currently has about seven locations where registrations, facility reservations and memberships are taken year-round and about four locations that conduct those activities on a seasonal basis. Many workstations are used primarily for report running and financial monitoring.
II. SCOPE OF SERVICES
The project objective is to obtain a parks and recreation business software system that meets the current and future needs of the City of San Mateo Parks and Recreation Department. The City is interested in reviewing a variety of offerings in the recreation management sphere and is most interested in a standard, off-the-shelf product that requires limited customization to meet those needs. The City is most interested in fully hosted (web) solutions with minimal local client (PC) software install which provides staff and customers the greatest flexibility in accessing the
software. However, the City will consider on-premises software solutions, especially if the product meets the functionality needs and has a more cost effective and/or secure method for facilitating payment processing. The City is interested in finding a product that keeps credit card information separate from the City’s network, minimizes or eliminates DMZ hosting requirements and overall makes PCI compliance less costly for the City.
The ideal software solution will enable the City to provide excellent customer service both in person and online for its main business activities including, but not limited to, daily recreation program administration and registration, facility and field reservations, memberships, payment processing and reporting. In addition, the system should provide for efficient and effective business processes and management tools to assist in programs administration.
The Department projects completing a contract for this new software in October 2015 and anticipates full system implementation by or before November 2016.
A. SOFTWARE COMPONENTS
The ideal system will provide software solutions to meet the following business areas, as further outlined in Attachment A, Requested Functional and Technical Components:
A1. Account Management/Customer Database
The City is interested in a core customer database that allows for patron management across the various components of the business system. Strong areas of interest include a flexible search capability within the customer database and standard fields for capturing key customer information.
A2. Course Registration (Online and in person)
The City needs a system to set up courses and complete registrations for its Recreation Division programming. This system will provide for user-friendly registrations by front desk staff members and directly by customers through an online interface accessible on a variety of devices.
A3. Facility Reservations (Online and in person)
The City is looking for a robust facility reservations system that is connected with the Activity Registration component or can interface with it on a daily basis. The system will be used for indoor and outdoor facility reservations, such as athletic fields and class activity rooms. An online feature for facility reservations; that includes the ability to view and/or reserve select facilities online, is highly desirable.
A4. Financial Accounting
The City is interested in a software program that allows for an internal general ledger that tracks financial accounting for all transactions, such as revenues related to classes and facility rentals. The City’s overall financial system does not track financial detail to this level and the program needs to provide this type of record keeping.
A5. Financial Integration with Eden and other financial systems
The City is interested in the new software system interfacing or at least exporting to the current financial system, Eden Financials by Tyler Technologies. Critical functionality includes a general ledger data export and an export to process refund checks in the Eden system. The City is interested in the flexibility of interfacing with other financial systems as well.
The City is interested in facilitating communications with its customers through different channels including phone, email and regular mail. The City wants to be able to email and/or text receipts and basic course registration, facility rental and membership information.
There is also interest in tools for pushing surveys and email newsletters to program users.
Finally, the Department produces a brochure for the web and for print and data from the software system should export for this purpose.
A7. Memberships (Online and in person)
The City is interested in a component to sell memberships both in person and online. The City currently uses both seasonal and punch passes for its Senior Center, Aquatics and Boating programs and Fitness programs.
A8. Online Accessibility
The City is interested in a user-friendly online interface for its registration, facility
reservation and membership transactions. The interface should be flexible and accessible on personal computers, tablets, mobile phones and other devices utilized by today’s customers.
A9. Payment Processing
The City wants to take payments for its programs and facility rentals using a variety of methods including cash, check, credit and debit cards and ACH, if available. In 2014, the Parks and Recreation Department through its existing software system conducted about 33,000 transactions and took in about $4.1 million in revenues, about $3.2 million of that was from credit card transactions. The City is concerned about the costs of PCI compliance and is looking for a product that keeps credit card information separate from the City’s network, minimizes or eliminates DMZ hosting requirements and overall makes PCI compliance less costly for the City. At the same time, the Department is interested in transaction details from credit card and other payment processes automatically linking to a customer transaction that is stored in the main customer database.
A10. Point of Sale
The Department is interested in a point-of-sale system that provides for internal cash controls that can support payment intake at multiple locations. This might include cash register functionality and monitoring reports. In addition, the City uses its current point-of-sale system to sell retail items, to sell tickets and day passes and to deposit donations.
The City expects to report and monitor the progress of its programs, the status of its facility rentals and the history of payment transactions through an internal reporting system. The system should have a standard set of reports with flexibility for customization as needed.
Additional components are highly desirable and their functionality and availability will be considered in choosing the top candidates including:
a1. Attendance Tracking
The City is interested in functionality that allows the software system to automatically track attendance at classes within various classrooms of a center.
a2. Camp Registration (Online and in person)
Currently, the Department uses the Class course registration system for summer camp enrollments. Although this works, a summer camp component might better accommodate the various registration and payment needs for this group of courses. The City is interested in reviewing any options available for enrollment in summer camp programs, including online. This could include functionality for secure sign-in/sign-out of youth into camp programs.
a3. Child Care Enrollment (Online and in person)
Currently, the Department uses the Class course registration system for child care enrollments. Although this works, a specific child care component could better
accommodate the various registration and payment needs for this group of courses, some of which are licensed. The City is interested in reviewing any options available for
enrollment in child care programs including any online options. This could include functionality for secure sign-in/sign-out of children into the program.
a4. Customer Database Interface with City of San Mateo (COSM) Main Address Database The Department is interested in an interface between the new software system and the City’s main address database. By developing a method to check customer address
information against the COSM main database, the Department can maintain similar formats for address information and better check resident and non-resident patron information.
a5. Financial Integration with Tyler Cashiering and other cash handling systems
The City is interested in the new software system interfacing or at least exporting to the new cashiering system, Tyler Cashiering by Tyler Technologies. The City wants to know the flexibility of interfacing with other financial products as well.
a6. Payment Plans
The Department currently uses payment plans to allow customers to pay an initial deposit for some programs and pay the balance at a future due date, either in person or
automatically by credit card. The Department is interested in continuing to provide and expand this service and wants to know how products address this interest.
a7. Scholarship Tracking
The Department currently tracks in its main customer database, patrons who are eligible for a fee waiver on their courses. The Department provides a percentage discount for all courses within the year and the current system automatically applies this discount once a customer is set up as eligible. The Department will continue to provide this fee waiver and wants to know how the product addresses this interest.
a8. Sports League Management
The Department does not currently use the Class system for sports league management.
The Department reserves field time and registers teams in a general course for its sports leagues. The Department then uses Quick Scores to manage its interactions with teams. The Department may continue with this process or might consider a sports league component, if available. The Department is interested in reviewing options for sports league management.
While the City’s preference is that all components of the software solution are integrated and part of the same software family, the City will consider non-integrated components as long as they are able to share common customer database information.
B. IMPLEMENTATION & TRAINING SERVICES
The City is requesting the following implementation and training services as part of the project including:
1. Project Management Services
Proposer pricing shall include full project management services for the implementation of all the components included in the vendor proposal. In addition, pricing for project
management services should be broken out by component for the highly desirable components. A designated/named “project manager” from the awarded vendor will be available and responsible for all work with the City on implementation.
2. Implementation Timeline
Proposer shall provide a recommended implementation timeline that best estimates the installation of all components included in the vendor proposal.
3. Installation and Integration
Proposer shall be responsible to install and integrate all software/components to complete the system to ‘final acceptance’ by the City and this should be reflected in the proposed pricing. The pricing for installation and integration services should be provided by component for the highly desirable components, if applicable.
4. Data Consulting
The Department intends for new accounts to be created for all existing customers in the new product. However, the Department will need to export a limited amount of data to ensure that important, customer financial information is entered into the new system. In addition, the Department will need to retain certain data for historical purposes. Proposer should recommend options for extracting and saving data from the existing database and costs associated with these recommendations. Proposer should estimate costs for each of the recommended options, but should also include hourly rates applicable to this service.
Proposer shall submit in the proposal a training program for all the components included in the vendor proposal. The Proposer shall outline the types of training classes, number of participants, duration of classes and total number of proposed training hours. Identify what training is conducted on-site and what is recommended through remote methods. The training will include higher level training for Information Technology personnel and system administrators. Training costs for the highly desirable components should be provided by component. Hourly rates should also be included in the training program proposal.
6. Maintenance and Support
Proposer shall submit a three-year maintenance and support pricing structure. Proposer shall detail what the maintenance/support contract covers including Proposer and City responsibility. If any third-party software is required for use by the Proposer to support the applications, it must be identified and included with the appropriate licensing in the