RFP Recreation Management Software

Q (Page count limit): Is the functional requirement table included in the 10-page limit?

A: The functional table requirement can be exempt from the 10 page limit

Q (Page limit): Is it possible to expand the page limit to 15 pages?

A: This has been expanded to 15 pages.

Q (City Approved Payment Gateways): Can you provide a list of city of approved payment gateways?

A: So long as the product is PCI compliant, it will work with city payment gateways. The Scope has been edited to clarify that language.

Q (Functional Requirements table): The functional requirements table is missing the vendor's response column. As well can this table be submitted as a separate document or it is required to be in the proposal?

A: Column added. The functional table is exempt from the 15 page limit.

Q (Customer Account): For the requirement of photo capture, you need the rec management system to capture the photo or is the ability to upload a photo to the customer's account sufficient?

A: Upload is acceptable, photo capture is preferred.

Q (HIPAA-Compliant Document Management or ePACT Integration): The RFP references a requirement for HIPAA-compliant document management or ePACT integration. Can the City confirm whether solutions that provide strong security controls for sensitive personal information (SPII), but are not formally designated as HIPAA-compliant, would be acceptable?

A: The requirement is HIPPA compliant because of the type of documents that summer camps are required to collect.

Q (References): In the proposal document it is listed differently for the amount of references that are required. There is a request for both 3 and 5, Can you confirm how many references are required?

A: The proposal asks for the solution to be in use with 5 municipal governments but only asks for 3 references. 3 references are required.

Q (Cost Proposal and Acceptance of Conditions Statement Form): The RFP states that the cost proposal must be submitted separately. Can you please confirm whether the cost proposal is excluded from the 15-page limit? Additionally, please confirm whether the Acceptance of Conditions Statement form is also exempt from the 15-page limit.

A: A copy of the firm’s most current schedule of fees. (Counts toward the 15 page limit).

Q (Tab 10 – Sample Contract / Master Subscription Agreement - Page Limit): As part of the proposal format, page 10 of the RFP includes ‘Tab 10 – Sample Contract / Master Subscription Agreement.’ Would you like us to include our standard Master Services Agreement as the sample? If so, please confirm whether it is excluded from the 15-page proposal limit to ensure we can provide all the requested information.

A: This is excluded from the 15-page proposal limit

Q (Must Have Requirements): Given the number of Must Have requirements, can the City clarify whether proposals that partially meet certain Must Have items will still be considered for evaluation?

A: 6.1 Functional Fit describes how this section will be evaluated

Q (Phase 1 Coverage Across Diverse Business Lines): The RFP outlines a wide range of business lines (museum, RV park, preschool, athletics). Are all of these considered equally in-scope for Phase 1, or does the City anticipate a phased rollout by functional area?

A: Must have business lines are considered equally in-scope for phase-1. Preferred could be rolled out, based on an agreed upon timeline with the chosen vendor.

Q (Balancing User Experience and Functional Completeness): How does the City plan to weigh user experience (resident-facing and staff-facing) relative to functional completeness in the evaluation process?

A: Section six answers how proposals will be evaluated

Q (RV Park Reservation Rules): What are the RV park reservation rules?

A: https://www.cityofgolden.gov/community/recreation/clear_creek_rv_park/park_guidelines.php

Q (RecTrac Data Migration Scope): What data must be migrated from RecTrac?

A: Household information - name, family members, contact information, passes. We do not anticipate migrating program registration history.

Q (Go-Live Timeline & Rollout Strategy): What is the expected go-live timeline and rollout preference?

A: Contract Execution June 1, 2026 Project Kickoff June 15, 2026 Software GoLive January 1, 2027

Q (Museum Membership & Ticketing Rules): What are the museum membership/ticketing rules?

A: The museum has free and ticketed events which work like recreation programs. They have fee based memberships and a pricing structure for events and camps that are connected to membership status.

Q (Current System Challenges: Priority Pain Points with RecTrac): Are there any specific pain points with the current RecTrac system that the City is prioritizing resolving in the new platform?

A: The RFP provides all the information we are releasing publically.

Q (Residency Verification Workflow): What is the residency verification workflow?

A: Membership and program prices are based on residency status. The desired solution has GIS functionality that can check residency at point of registration (or creation of account).

Q (Business Line Prioritization): Which business line is highest priority?

A: The evaluation form answers this question

Q (Must-Have Requirements: Disqualifiers vs. Configurable Solutions): Are there any Must Have requirements that the City views as critical disqualifiers versus those that may be addressed through configuration or implementation planning?

A: PCI certified payment processing

Q (Financial Stability): RFP Page 10, Section 4.1 (Minimum Qualifications – Comparable Documentation): Would a bank reference letter be acceptable as comparable documentation to demonstrate financial stability, or is a recent financial statement required for the proposal to be considered responsive

A: (4.2 Required Submittals – Qualifications) “most recent audited financial statements or letter from a CPA attesting to financial stability”.

Q (Agreement Terms - Negotiation): The City has included a sample agreement, a service agreement, and an Acceptance of Conditions statement for signature. Since a proposal is typically non-binding, can you confirm whether the City is open to negotiating the agreement terms after award, even if the Acceptance of Conditions form is signed at submission?

A: Usually a RFP will require a bidder to specifically state what, if any objections they have to the contract.  The goal is to have those objections known up front rather than negotiating after the award is given.

Q (Lottery requirement): Can you provide further information on lottery requirements?

A: We would like to have the option to create a lottery system for popular programs - some Summer Camp dates and Senior Trips. So instead of the first person who logs on at 7 a.m. on registration day gets a spot and others end up on a waitlist, we would like the option for people to join a lottery list during a limited window of time and then process registration from that list.

Q (league management): Does the City currently use a league management software?

A: Yes. We use Quickscores

Q (House hold support): Can you provide further details on the requirement for Divided household support as well as role based house hold access?

A: Divided household support allows caregivers with join custody to have separate households but share registration for children. It might mean that one household pays the summer camp registration fee and both households are able to register for camp with that pre-requisite met. Role Based household access will allow us to use this tool for recreation and museum registration. A household could be a museum member but not a community center member and we need a system that can know what memberships they hold and what pricing they have access to based on that membership.

Q (Payment processing fee responsibility): Does the City currently absorb credit card processing fees, or are they passed through to end users? Is the City open to having customer end users pay the processing fee?

A: Our desire is for the chosen platform to have the ability to pass credit card processing fees through to the end user and for that to be clearly separated on their bills. Currently we are not able to separate the fees and so have a blanket 3% surcharge added to programs.

Q (Tyler ERP Pro Integration): Regarding the Tyler ERP Pro integration, can the City provide more detail on the required depth of integration (e.g., GL export only vs. real-time bidirectional sync)?

A: The current system is not integrated with Tyler but any new system should have the capability of GL export.

Q (Revenue verification): Would the City please provide a breakdown of revenue currently processed through the existing system by payment method, including credit card, cash/check, and ACH? Please include as much detail as available.

A: 2024 Cash/Check $439,831 Credit Card $3,314,206 ACH $0 2025 Cash/Check $429,213 Credit Card $3,762,535 ACH $0

Q (Hardware requirements): How many CC payment terminals are needed for in-person transactions at your facilities/activities?

A: 13

Q (Project budget): What is the City's budget for this project?

A: The City is requesting vendors services that vary significantly from the existing service, therefore the overall budget is subject change based on Must Have and Preferred Requirements

Q (POS hardware): How many POS card readers and/or in-person transaction devices (e.g., kiosks, tablets) does the City anticipate needing for this project?

A: 13 current card readers, we do not currently have any self-service kiosks but would like to see pricing per kiosk as well as tablets for waivers if that is included in a solution

Q (Accessibility Strategy: Ongoing Remediation vs. Periodic Updates): Given Colorado’s accessibility requirements and the City’s stated need for ongoing remediation, does the City expect vendors to provide tools or services that actively identify and remediate accessibility issues over time, rather than relying solely on periodic manual updates?

A: The City expects vendors to demonstrate a sustainable approach to maintaining accessibility over time. This may include tools, processes, or services that support identification and remediation of accessibility issues as the platform evolves. While the City does not prescribe a specific methodology, vendors should describe how accessibility is monitored, tested, and maintained on an ongoing basis, including how issues are identified and resolved following updates or releases.

Q (Accessibility Evaluation: Post-Launch Compliance vs. Initial Conformance): How will the City evaluate a vendor’s ability to ensure ongoing accessibility compliance post-launch versus initial conformance at the time of implementation?

A: The City will evaluate accessibility based on both initial conformance and the vendor’s approach to maintaining compliance over time. This includes review of documentation (such as VPATs), demonstrated conformance to WCAG 2.1 AA, and the vendor’s processes for ongoing testing, issue tracking, and remediation. Vendors should clearly describe their accessibility practices, including how they ensure continued compliance as new features, updates, or integrations are introduced.

Q (Accessibility Transparency & Reporting Expectations): Can the City provide guidance on expectations for transparency into accessibility improvements over time, such as periodic reporting, updated VPATs, or documented remediation progress?

A: The City values transparency in accessibility practices and expects vendors to provide clear documentation of accessibility conformance and ongoing improvements. This may include updated VPATs, documentation of remediation efforts, or other reporting mechanisms. Vendors should describe how they communicate accessibility status and progress to clients over time.

Q (Annual revenue): What is the total annual departmental revenue generated from sales transactions (registrations, reservations, rentals, admissions, memberships, etc.) in 2025? Please provide a breakdown by offering type (e.g., programs, facility reservations, museum admissions, memberships, RV park, concessions/retail).

A: 2025 Activity Registrations $1,157,674.39 Pavilion Reservations $18,795.00 Rentals $139,512.50 Admissions $186,712.50 Memberships $841,211.20 Concessions/Retail $1,695.41 Museum Activity Registrations $196,732.34 Museum Memberships $24,355.00 Museum Donations $48,066.55 Museum Rentals $10,040.00 Museum Admissions $1,772.00 Museum Concessions/Retail $28,078.03 RV Park $751,245.13 Splash Admissions $337,296.00 Splash Memberships $53,821.95 Splash Rentals $93,297.00 Splash Concessions/Retail $46,369.07

Q (Current system contract): What is the annual contract value of the existing system, and when does that contract expire?

A: Current annual contract value is $30K. Renewed on an annual basis in January

Q (Current payment processing rate): What is the City's current credit card processing rate applied to purchases made via the existing system? If available, please provide a sample recent merchant processing statement from the current processor, including per-transaction percentage, flat fees, card brand fees, and any fees charged directly to the City.

A: Between 3-3.5%. The chosen vendor will have access to processing statements.