Venue/Facility Booking Management System

Summary and scope

This is an open invitation to quote for the development and implementation of a council-wide Booking Management System for Broken Hill City Council. Respondents will be required to demonstrate in their quotation that they have the necessary resources, skills, experience, financial capacity, insurances, licenses and accreditations etc to fulfil the quotation requirements. The Respondent warrants and represents that it will, prior to submission of quotation, obtain any further information and documentation relevant to the services, contingencies and other circumstances having an effect on its quotation. Ticketing and event management processes/systems are not included in the scope of this project. Broken Hill City Council seeks to implement a new booking management system to be utilised across all of its facilities. The purpose of this system is to reduce the amount of labour and administration overhead required to process bookings, increase user friendliness, reduce internal and external training requirements, drive further community engagement and use of BHCC facilities, and increase inter-departmental coordination. These facilities include, but are not limited to: • Broken Hill Civic Centre • Broken Hill City Art Gallery • Parks & Recreation Reserves • Albert Kersten Mining & Minerals Museum • Living Desert State Park & Campsites The primary focus and use-case of this system is the Broken Hill Civic Centre. This facility has the most complex needs when it comes to facility bookings, so any system that is able to meet its requirements should also be viable across other facilities. Internal stakeholder engagement has been undertaken to determine the needs of each department and ensures that the adoption of any system will result in regular use by the relevant parties. It is preferable that any payment structure takes the form of a development and implementation fee, with monthly/annual subscription dues to cover ongoing support, hosting and maintenance requirements. Due to the community-orientated nature of BHCC’s facilities, subscription fees that take a percentage of booking income will not be considered. Any system will need to comply with relevant Australian standards and data management legislation. Any system adopted will need to be compatible with pre-existing systems and processes, such as financial reporting, procurement guidelines, organisational and departmental structure, and ICT security measures. The scope of work will include the following: • Development and implementation of the following: ? A modular booking management system, that allows for the progressive, gradual adoption of more facilities into its ecosystem as the need arises. It is preferable that any proposed pricing structure takes this into consideration. ? A customer access portal that allows for the booking of BHCC facilities and venues, processing of payments and other financial related matters such as bonds and refunds, the collection of pertinent customer data such as risk and insurance documentation, the creation of accounts to encourage and facilitate repeat bookings and reducing the amount of customer input required each time, with a user-friendly and easy to navigate design, all of which must utilise BHCC domains and design motifs. ? A backend management system allowing for multiple facilities and venues to be managed independently of each other, multiple user accounts (unlimited preferred) with varying degrees of permission and access, and administration accounts that are able to access the entirety of the system. • A booking calendar that can display the availability of venues and facilities, to reduce phone and email enquiries. • Ability for internal staff to make and manage bookings on behalf of customers. • Automatic communication through the system, such as confirmation emails. • Variation in types of bookings that can be made, such as bookings for smaller venues and facilities that can take payment immediately, or larger bookings that can only be tentative until confirmed by a staff member. • Ongoing support and maintenance of the system. • Scheduled training sessions for BHCC staff to familiarise with the system. • Fee structure focused on subscription pricing, not a percentage of bookings or sales. • SaaS utilising Australian servers. • The ability to upload specific documentation and information for each facility and venue, such as floor plans, corporate information packages, etc. • Ability to integrate with Civica Authority accounting system. Specifically invoicing, receipting, Masterfile maintenance, and customisation of exported transaction data reports. • An external payment gateway other than Securepay. • Capacity to handle the unique requirements of accommodation booking. • Requirement for users to create accounts to make bookings. These accounts should also be able to be made by BHCC staff to assist members of the public that have limited digital literacy with making bookings. Ability for users to save documentation and information to these accounts, such as insurance documents, is favoured. • User accounts should also have a debtor number (or similar) associated with them, to ease the internal financial management process. This number should also be customisable by delegated BHCC staff, to allow for association of customers within the booking management system with existing customers in pre-existing programs. • Ability to associate unique ledger accounts for each individual venue entered into the system. • Establishment of relationships between linked venues (for example, a larger venue space that can be broken up into smaller facilities) to ensure no double-bookings are accidentally made • Ability for users to register themselves as community/not-for-profit groups, which can then be verified by BHCC. This will allow for the automatic applying of discount pricing.