Request for Proposals. Parks and Recreation Business Software

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Request for Proposals

Parks and Recreation Business Software

Parks and Recreation Department City of San Mateo

330 West 20th Avenue, San Mateo, CA 94403 May 11, 2015

The City of San Mateo (CITY) is accepting proposals to select qualified software vendor(s) to provide recreation management software(s) to meet the business needs of the Parks and Recreation Department.

All questions regarding this Request for Proposals (RFP) shall be directed to ABBY VEESER, SENIOR MANAGEMENT ANALYST, at 650-522-7408 or The RFP is available for viewing online at

The scope of work for the project is outlined in Section II, “SCOPE OF SERVICES,” of this RFP. Proposals shall be submitted by companies that have a capable and demonstrable background in providing 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."












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




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.


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.


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.


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.


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.

A6. Marketing/Communications

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.

A11. Reporting

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.


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.

5. Training

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



All Proposers responding to this RFP are required to adhere to the terms and conditions outlined in this RFP.

A. Confidentiality of RFP. The contents of your Proposal will remain confidential and will not be made available to anyone except City staff and consultants involved in the review, evaluation, approval and execution of this RFP process. By submitting a Proposal, the Proposer agrees to the terms, conditions and specifications of this RFP. Once a final contract is awarded, all proposals will be considered public record except for material exempted from disclosure pursuant to the California Public Records Act.


B. Term of Pricing. For purposes of this RFP, prices quoted for software and services shall remain effective for one-hundred eighty (180) days beyond the submittal date.

C. Expenses. Any cost incurred by Proposer in preparing and providing a response to the RFP is solely the responsibility of your organization. In addition, any costs associated with product demonstrations will similarly be the sole responsibility of your organization.

D. Supplemental. The City of San Mateo reserves the right to seek supplementary information from Proposer at any time after the official submittal of the proposal.

E. Acceptance or Rejection. The City reserves the right to modify the scope of work and/or reject any or all proposals. The existence of the RFP shall not, in any way, obligate the City to take any action regarding any response submitted by a Proposer to this request.

F. City’s Standard Contract. Attachments C, D and E include copies of the City’s standard software contracts. Proposer’s proposal should describe any requested changes. Those requested

changes will be considered by the City when selecting a proposal.


The City requests that the Proposer submit a concise proposal clearly addressing all of the requirements outlined in the RFP. The intent of the RFP is to encourage responses that clearly communicate the Proposer’s understanding of the City’s interests and its approach to successfully provide the products and/or services.

All submittals shall contain the following sections in their vendor proposal. Any Proposer who fails to include responses to all the sections listed shall be deemed non-responsive. Proposer shall submit seven (7) bound sets and one (1) electronic copy of its proposal. The proposal must include, at minimum, the following information:

A. Vendor Information

1. Vendor name, Publisher name (if applicable), Proposal main contact and information 2. Local address

3. Location of Headquarters

4. Number of years in the Recreation Software business and number of years in the overall software business

5. Number of overall employees 6. Number of local employees

7. Indicate whether your company is currently in litigation with any organization regarding the fulfillment of contract obligations, performance or copyright and patent infringement.

8. What year was the current proposed product first installed at a customer’s site?

9. Number of customers on current proposed product.

10. What is the future strategy for current proposed product?

11. How does your organization integrate customer feedback into product modifications?

12. How often does your organization on average upgrade the current proposed product?

13. Were all the applications developed by your organization? If not, which systems were acquired, from whom and when?


14. Copy of proposed maintenance and support contract including info on the support infrastructure and support commitments.

15. Select list of current customers, preferably in California, for reference check (list should include the customer’s current version and how long they have been a customer).

B. Software Component Information

Attachment A, Requested Functional and Technical Components, needs to be completed by the Proposer. The Attachment includes both yes/no and open-ended questions. All yes/no

questions should be answered on Attachment A. Proposers can include their answers to the open-ended questions on a different document. The open-ended questions from Attachment A are restated below to insure that a more detailed answer is provided.

1. General System Components

 GSA 1.5: Does you product provide for dashboard display? Please provide additional information.

 GSA 1.6: Does product allow for a loyalty card or other system for tracking participation for incentive/marketing purposes?

 GSA 1.7: Does product provide a method for attaching documents to different transactions including, but not limited to, customer accounts, registrations, facility rentals and memberships? Please detail availability and systems used for this functionality.

2. Accounts/Database

 AD 2.8: Does product provide for additional tracking of information about family and organization accounts using user-defined check boxes or user-defined, additional fields?

Please explain.

 AD 2.10: How can the product interface with the City’s main address database, a SQL Server 2010 address table, to check street address information and assist in determining resident vs. non-resident status? Please explain options.

3. Course Registrations

 CR 3.11: Does product allow for incentive options and discounts (early bird registration/sibling discounts). Please describe.

 CR 3.15: Does product have the ability to scan or easily track attendance electronically by course and/or location? Please explain.

 CR 3.16: Does product have tools to check youth in & out of programs, such as electronic sign in & out and/or photos of authorized pick up people? Please explain.

 CR 3.22: Does the product have any functionality to assist in calculating instructor pay for courses/activities? Please describe.

4. Facility Reservations

 FR 4.10: Does product provide for various views for reviewing reservations and facility availability, including a calendar format? Please elaborate on the functionality.

 FR 4.11: Does product provide for reservations to be tentative/initial before they are final/firm? Explain how product can handle tentative reservations that need approval before becoming final.


 FR 4.18: Does product allow customers to see a variety of facility information online including photos, location information and layout? Please detail.

5. Financials

 FL 5.3: How would the product interface with the Tyler Cashiering software system or future cash depositing system? Please detail.

 FL 5.4: How would the product interface with Eden Financial systems or future financial systems for items including but not limited to:

 General Ledger data export. Please detail.

 Generation of refund checks in financial system. Please detail.

 Tracking of non-sufficient funds checks. Please detail.

 Other cross system interfaces. Please provide any other typical financial interfaces with the product.

6. Marketing/Communications

 MC 6.4: Does product have the ability for online Activity Guide course/activity descriptions to connect with online registration portal? Please describe.

 MC 6.5: Does product allow staff to use email to communicate with patrons on course registration, facility rental and membership information? Please detail.

 MC 6.6: Does product allow staff to use text messages to communicate with patrons on course registration, facility rental and membership information? Please detail.

 MC 6.7: Does product track user message (email/text) preferences including tools to meet regulations around privacy and spam. Please detail.

 MC 6.8: Does system have options for sending customer surveys, both manual and automatic? Please detail.

7. Memberships

 MB 7.2: Does product allow for electronic membership card check-in using PC or devices (e.g. mobile phone or tablet)? Please detail the functionality and what options are available for check-in (i.e. card, phone number, fingerprint, etc.).

 MB 7.8: Does product provide ability to print membership cards on paper or plastic using photos from multiple work stations? Please describe necessary hardware requirements to support this operation?

8. Online

 ON 8.8: Does online product have tools to check address information and prevent duplicate accounts for new accounts created online? Please detail.

 ON 8.11: Does the product allow for registration, membership and facility reservation activities on a variety of devices (mobile phone, tablet, etc.)? Please detail how product provides any or all of these features.

 ON 8.14: How many simultaneous web transactions can be processed online using product? Detail options.

9. Payments

 PMT 9.4: Does product provide for a variety of scheduled payment plan options which can be attached to a payment type? Please detail.


 PMT 9.5: Does product allow for the processing of scholarships and/or discounts on registrations and memberships? Please detail the options for this functionality.

 PMT 9.8: Does product have a method for keeping credit card information for future purchases? Please detail.

 PMT 9.9: How does product process credit card payment transactions? Please describe the process and the interface with the City's network. Any available network

diagrams/payment flow diagrams should be included.

 PMT 9.10: Does product meet the PCI/CISP credit card industry Payment Applicator Best Practices specifications. Please detail.

10. Reports

 RP 11.1: Does product provide standard reports with the flexibility to create other reports as needed and/or customize reports in-house? Please detail.

 RP 11.5: Does the product have ability to query registration, membership and facility rental data for statistical and marketing purposes using various selection criteria? Please describe.

11. Sports Management

 SLM 12.1: Does product have an Adult Sports League component that reserves fields, sets game times, tracks teams, takes payment and communicates with players? Please discuss its functionality.

 SLM 12.2: Does product interface with Quick Scores or other game scheduling programs to track adult sport league information? Please detail how this functionality works.

12. Technical Product Components

 TPC 13.1: Please describe if your product is vendor hosted, local-server based or hybrid?


 TPC 13.4: Describe how you provide remote access support.

 TPC 13.5: Describe how you provide software updates/patches and new releases to clients for the product? How frequently do you release software updates?

 TPC 13.7: Please provide detail on your data center?

 TPC 13.8: What are your capabilities and policies for protecting our data (both physically and procedurally)?

 TPC 13.10: Who has access to City data and do you outsource your technical staff?

Please detail.

Vendor Hosted Solution Section

 TPC 13.12: What performance guarantees do you offer (Service Level Agreements)?

 TPC 13.13: How do you handle upgrades and bug fixes?

 TPC 13.14: Will the software and the City's data be stored on a dedicated or shared server?

 TPC 13.15: How do you handle backups and reporting policy?

 TPC 13.16: How will you address printing?

C. Infrastructure Information

Provide a description of the software and hardware components needed to utilize the functionality of the product(s) and meet the interests outlined in Attachment A, Requested Functional and Technical Components.


D. Implementation and Training Services

Discuss the services recommended to meet the professional services needs outlined in Section II.B, Implementation and Training and detail the pricing associated with those services. The submittal should include the following items:

1. Recommended project management, installation and integration services 2. Recommended implementation timeline

3. Options for data consulting services 4. Training program proposal

5. Maintenance and support proposal/agreement

E. Pricing Structure

Complete Attachment B, Proposal Pricing Sheet, and include all costs associated with the proposed software product for a 3 year period. Include pricing for each component available to meet the interests outlined in Section II.A, Software Components.

F. Terms and Conditions

By submitting a proposal, the Proposer acknowledges that they have read and understood the terms and conditions.



Proposals received by the City will be reviewed by the Selection Committee. The Selection Committee will use the following criteria to evaluate all the proposals received. Please note that not all criteria listed below will be equally weighted.

Quality of Proposal: Proposal is concise, well written and organized and meets requirements specified in Section IV, “Proposal Requirements”. Proposal thoroughly answers all open-ended questions and addresses the interests outlined in the Request for Proposal.

Quality of Software Solution: Proposal includes a package of software components that best meets the City’s objectives as outlined in Section II.A, “Scope of Services”.

Quality of Implementation and Training Services: Quality and comprehensiveness of Project Management, Installation and Integration, Data Consulting, Training and Maintenance and Support Services proposed as described in Section II.B, “Scope of Services”.

Vendor Qualifications: Experience and stability of the Proposer and technical

experience of staff in performing implementations of similar solutions as evidenced in provided vendor information. References from current customers.


Product Strategy: Extent to which the organizational strategy for the proposed product(s) aligns with that of the City’s Parks and Recreation Department.

Cost: Competitive pricing of the various components of the software solution and the training and implementation costs associated with the product(s). The cost of the total proposed solution as well as the specific software components will be reviewed.

Ongoing maintenance and support costs will also be considered.


The Selection Committee will review all proposals and recommend which ones to elevate to the second phase of the selection process. The Committee will invite these proposers to participate in one or more organized demonstrations of the product(s). City staff may also conduct additional interviews with the proposers and may conduct additional reference checks, including onsite visits with reference cities. The individual or composite rating and evaluation forms prepared by the Selection Committee will not be revealed.


Following the vendor demonstrations, the Committee will recommend proposer(s) for contract negotiations. The City will begin negotiations with its first preferred vendor at this level, but may meet with others if contract negotiations are not successful.


The following project timeline is provided for scheduling information; however it is subject to change at the discretion of the City.


Prospective proposers may contact Abby Veeser, the City’s project manager, for further

information about this Request for Proposal. Deadline for inquiries is on Monday, June 1, 2015.

Inquiries will be responded to no later than Monday June 8, 2015. All requests for interpretation or questions must be sent by facsimile or in writing (email) and must clearly include the subject line

“RFP – Parks and Recreation Business Software”.

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


Inquiries and written correspondence may be directed to:



SAN MATEO, CA 94403 (650) 522-7408 (650) 522-7401 (FAX)


Proposals must be received by 4:00 p.m. on June 19, 2015 at the address listed above. Any proposals received after the deadline will not be considered.




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