Centralized Reservation System
The purpose of this RFP, and any resulting contract award, is to solicit proposals for a single contract for the provision and support of a central reservation system, fulfillment center, and call center solution that works in real-time accommodating reservations coming in from the Internet, from the call center, mail and from on-site registrations simultaneously which includes all of the related hardware, software, and telecommunications equipment needed in order to make available a complete, fully functioning "turnkey" system. The central reservation system will be accessible by anyone who has internet access as well as by the North Carolina Division of Parks and Recreation (hereinafter NCDPR) staff and Contractor staff working at the call center.
The NCDPR desires to enter the E-commerce market. A Central Reservation System, fulfillment center, and call center have been identified as being at the forefront of this initiative. Fees charged for electronic transactions are governed by NC Gen. Stat. 66-58.12. This contract shall not be awarded unless the selected Vendor's Service Charge (as defined in Section II A(10)) is approved pursuant to NC Gen. Stat. 66-58.12(c). The NCDPR is streamlining the Central Reservation System process while bolstering the overall efficiency, reliability, and operation of its current reservation process. This E-Commerce venture will:
a. Implement reservation services system wide for the North Carolina Parks and Recreation system in its entirety.
b. Provide easy public access to reservation services for NCDPR facilities
c. Increase occupancy and revenues at under-utilized facilities
d. Implement a system that will re-direct campers from facilities that are full to those that have vacancies
e. Promote certain parks and special events
f. Automate public service and management systems
g. Optimize the amount of staff time needed to administer NCDPR system revenue producing facilities and reduce errors inherent in a complex system
h. Establish a system that allows revenue flows from NCDPR's revenue producing facilities and related documentation to enter an automated system at the time of sale
i. Improve the timeliness of management reports
j. Improve the information provided in reports to assist management in evaluating programs and in making informed management decisions
k. Provide secure and auditable transactions, reconciliations, and remittance systems
l. Provide an accurate, efficient and hospitable call-in center for customers seeking reservations for camping, cabin, and other facilities that are available for reservation.
The intent of this RFP is to establish a contract to provide a Central Reservation System, a Fulfillment Center, and a Call Center that is compensated solely on a vendor service charge basis.
