Specifications include, but are not limited to: The Department requires a mobile-enabled, web-based PRRMS and customer call center for taking registrations and reservations, facilitating retail transactions, inventory control, and revenue tracking and reporting. This system will be used by the public, park employees and Central Call Center staff to create registrations/reservations for parking spots, campsites, pavilions, cabins, houses, buses, yurts, electronic gift cards, boating facilities, organized events, barns, halls, and other group areas. The system will handle point-of-sale (POS) items and associated inventory management and will track all revenue received. The PRRMS will include Call Center services and a web-based reservation system that allows customers to make reservations/registration via the internet, through a call Center and while at a park. The Department requires an existing, proven reservation system. The services to be provided under this Contract include: A. Making, changing, and cancelling Reservations via a commercially available, real-time, cloud-based PRRMS software solution, including a Call Center, point-of-sale, inventory, and a web-based reservation system; B. Providing a real-time, cloud-based software solution for day-use parking spot and park event reservations; C. Creating and furnishing the capability for DNR to maintain an inventory product catalog; D. Answering customer questions regarding reservations, registrations, and the product catalog; E. Managing an inventory of designated POS items and provide reports as needed; F. Emailing confirmation of completed reservation and registration transactions to customers; G. Emailing follow-up customer service surveys after park visits; H. Text notification capabilities for emergency management services, transaction confirmation, reservation reminders, etc. I. Payment processing for all reservation and point-of-sale transactions; J. Customer registration, web account creation, and web-based self-service capabilities in the web-based reservation system; K. Advanced reporting and ad hoc querying capabilities; L. Providing a Help Desk (Off Season: 7:30 a.m. – 8:00 p.m. (local time) and Peak Season: 7:30 a.m. – 11:00 p.m. (local time)) seven days a week for Maryland Park Service staff to promptly answer software and user questions, as well as provide troubleshooting and solve PRRMS problems; M. Migrating existing customers, reservations, and financial data into the PRRMS.
