EASTERN KENTUCKY UNIVERSITY DIVISION OF PURCHASES & STORES RICHMOND, KENTUCKY

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1 EASTERN KENTUCKY UNIVERSITY DIVISION OF PURCHASES & STORES RICHMOND, KENTUCKY Web-Based Ticketing Solution RFP DATE: 3/27/17 ADDENDUM NO: One (1) PLEASE NOTE THE FOLLOWING QUESTIONS/ANSWERS: Question: Whether companies from Outside USA can apply for this? (like, from India or Canada) Question: Whether we need to come over there for meetings? Question: Can we perform the tasks (related to RFP) outside USA? (like, from India or Canada) Question: Can we submit the proposals via ? Response: No Question: What are the biggest challenges the campus arts faces with its current ticketing partner? Response: There are no challenges that campus arts faces with our current ticketing partner. At this time, the service was simply out of renewals and was required to go back out for RFP. Question: What are the biggest challenges athletics faces with its current ticketing partner? Response: Our biggest challenge to date is not having the ability to integrate our donor information with our ticketing information. We would love to have a CRM model to allow our employees to be more familiar with our customers. To allow for us to input more of the customers information on the front end of the sales point so that we can target and promote future events more directly. Question: What is your annual ticket revenue for all events? CFTA Athletics FY16: $1,555,038 $277,283 FY17: $1,656,811 (3/2017) $262,746 Question: What do you currently pay for your ticketing system, including annual fees and per ticket fees? Response: Published tickets rates are in a range from $0 to $4. We currently do not pay higher than $4 and are looking to keep costs at a minimum. Question: How many individual tickets do you process annually across the entire campus? Response: For athletic events, one (1) 2016 season football ticket would count five (5) individual tickets; a season ticket for MBB would count as 14 individual tickets. How many of these tickets are comps?

2 Fiscal Years Run July 1 June 30 (FY14 = July 1, 2013 Jun 30, 2014) CFTA Comps Athletics Comps FY16: ,277 2,562 31,599 4,456 FY17: ,251 (3/2017) 1,337 32,617 4,122 Question: How many of these tickets are sold online? CFTA Athletics FY16: ,626 1,156 FY17: ,427 (3/2017) 1,358 Question: What is the fee structure that customers pay for ticket purchases? How much of this fee revenue is retained by EKU? Response: Published tickets rates are in a range from $0 to $4. We currently do not pay higher than $4 and are looking to keep costs at a minimum. No revenue is retained by EKU to keep cost minimal to our patrons. Question: Are you currently integrating your data with other third-party systems on campus? Response: Credit Cards are being processed through TouchNet ready relationship. If vendor has capability to share with the following systems please let us know; Banner Ellucian, TouchNet, imodules, and Elavon Merchant Processing Question: What software does your campus use for its donor database? Response: Banner Ellucian and imodules Question: How do you currently handle student tickets? Response: CFTA: We are provided their EKU ID number from Banner and upload it as a membership. This allows students to use their ID number online to purchase tickets at a reduced rate. Students are required to purchase tickets either online or in the box office. Athletics: Check IDs at the gates Question: What software do you use for your student database? Response: Banner Ellucian and CBORD for student IDs Question: Do your student IDs have a mag-stripe/barcode or both? Response: Student IDs are a mag-stripe Question: Are you utilizing a CRM and, if so, how are you utilizing it? Response: EKU is currently not using a CRM. Please provide information if your organization has a partnership with a third-party or if you do this in house. Question: When would you expect to be live on a new system should you switch vendors? Response: Ticket sales will not begin until July 1, 2017 when current contract begins. Implementation will occur prior to that. Go LIVE date will be 7/1/17 for new system with all test completed prior to then. Question: How many unique visitors do you receive each month to your athletics ticketing site? Response: Information is not available at this time. Question: What s the average conversion rate on this site?

3 Response: Information is not available at this time. Question: What is the average order value on your site? Response: Information is not available at this time. Question: How many unique visitors do you receive each month to your arts ticketing site? Response: One month typically includes 3-4 performances. For our most recent 4 performances combined (one concert, one play, one family show, and one Broadway), total online traffic was 13,000 hits (52.8% desktop, 38.4% phone, 8.8% tablet) over the life of the events. (Performances go on sale anywhere from two to ten months prior to performance date). Of that combined traffic, 37% of visitors added tickets to their cart, 15% reached the checkout page and 10% completed a purchase. Question: What s the average conversion rate on this site? Response: See above Question: What is the average order value on your site? Response: Average order value is 2.7 tickets and $135 per order Question: What is the make / model of the scanners you currently use? Response: CFTA: Honeywell International Inc. model HYPERION 1300g with Netbooks Athletics: Honeywell International Inc. model 1450g Question: When would you need to be live on a new system should you decide to pick a new vendor? Response: Ticket sales will not begin until July 1, 2017 when current contract begins. Implementation will occur prior to that. Go LIVE date will be 7/1/17 for new system with all test completed prior to then. Question: Does your current system allow you to manage priority points? Response: No, however our current provider is currently working with Athletics to provide this feature. Question: Does your current system allow you to cross-sell items across venues, departments? ; the Center for the Arts currently sells EKU Theatre tickets as well as tickets for the Center for the Arts. EKU Theatre can only process for themselves. Athletics currently only sells tickets for their venues; however, we would like the option to cross sell in the future if we wish. Question: Are the quick lists that are included on pages in the RFP wish list items (as in arts and athletics CAN T perform these tasks currently) or are they items that they currently have and don t want to not have moving forward? Response: We are currently using some of the options, but EKU would like any new software to include the vast majority of these items or similar options. Question: Please clarify: Donations and questions added at ticket order and performance levels Response: Box Office attendant would like to accept donation at the time of ticket purchase and be able to ask show specific questions. For example, we offer pre-concert dinners and would like to upsell them, as well as How did you hear about this event? Question: Please clarify: guest list option (with ability to select guests, for example Friends only or purchasers after a certain date)

4 Response: Use ticketing software or a third-party vendor to our donors directly as they are coded in the system. We provide these users special offers and pre-sales on upcoming shows. We also provide a pre-show for every show which details information on parking and/or general event information prior to each show. This guest list is show-specific in nature. Also, if we send an to guests who are attending a show on a Friday, we currently make sure that these guests receive any detailing information by the Wednesday prior to the show. However, guests who make purchases after Wednesday will still receive an containing this information as well. We would prefer to only resend and to just those guests who purchased Wednesday-Friday morning an rather than all guests. Question: Is it a requirement that the vendor supplies printers and credit card swipes? ; this is a requirement. Question: On your website, softball games are called performances. Does your current system allow you to change this terminology to games? Response: Our current system does not allow for this terminology, but we would like to have this option. Question: Can you please provide sales numbers for 2015/2016 for internet, box office, phone for Arts and Athletics? CFTA Online Ticket Box Office EK.U Phone/Box Office FY16: $973,580 $31,883 $549,575 FY17: $1,176,828 $70,998 $408,984 Athletics Online Box Office/Phone FY16: $15,220 $262,061 FY17: $21,061 $241,605 Disclaimer: EKU required for a period of time that both units did not accept credit card payments via phone orders due to PCI Compliance. EKU would like to transition these services back under each departments control for customer services reasons. You will see an increase in phone orders placed through current ticket provider, however, we anticipate those numbers to decrease in the future once EKU departments bring their call centers back online. Question: What do you mean when reference Ability for us to clear T-status on specific seats? What is T- status? Response: To clear seat holds that are currently on hold by a person online or via the phone. We get patrons that call in and request assistance with tickets but they have already selected that seat. We would like to override that seat hold (or seat in queue) in order to better assist the patron. Question: Ticket fees can be made auditable/non-auditable. What do you mean by that when reference ticket prices broken down into several components and applicable online/phone/box office sales? EKU has a facility fee that we place on all tickets. For Broadway and concert tickets, we would like for that fee NOT to show up on an audit report. However, EKU would still like access to this amount on other reports. Performance/Concert based venues are used to this feature as they always do a facility fee or restoration fee.

5 Offeror must acknowledge receipt of this and any addenda either with bid, via to or by separate letter. Acknowledgement must be received in the Office of the Division of Purchases, Commonwealth 14 th Floor # 1411, Richmond, KY no later than April 6, :00 PM (ET) if by separate letter, the following information must be placed in the lower left hand corner of the envelope. BID NUMBER: RFP Receipt Acknowledged DUE DATE: April 6, 2017 (Firm Name) DUE TIME: 2:00PM (ET) (Signature)