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                                                                                                       Solicitation Number:                5400000762
                                     State of South Carolina                                                    Date Issued:               01/30/2009
                                                                                                       Procurement Officer:                Ethan Turner
                                                   Request for Proposal                                              Phone:                803-896-0061
                                                                                                           E-Mail Address:                 Ethan.Turner@itmo.sc.gov


        DESCRIPTION: ITMO: Central Reservation System
        USING GOVERNMENTAL UNIT: SC Dept of Parks, Recreation & Tourism

      The Term "Offer" Means Your "Bid" or "Proposal". Unless submitted on-line, your offer must be submitted in a sealed
      package. Solicitation Number & Opening Date must appear on package exterior. See "Submitting Your Offer" provision.

        SUBMIT YOUR OFFER ON-LINE AT THE FOLLOWING URL: http://www.procurement.sc.gov
       SUBMIT OFFER BY (Opening Date/Time): 02/26/2009 14:30:00                                                    (See "Deadline For Submission Of Offer" provision)

       QUESTIONS MUST BE RECEIVED BY: 02/12/2009 13:00:00                                                        (See "Questions From Offerors" provision)

       NUMBER OF COPIES TO BE SUBMITTED: SEE PAGE 3
      CONFERENCE TYPE: Not Applicable                                                                          LOCATION: Not Applicable
          DATE & TIME:

      (As appropriate, see "Conferences - Pre-Bid/Proposal" & "Site Visit" provisions)


        AWARD &  Award will be posted on 03/24/2009 . The award, this solicitation, any amendments, and any related
      AMENDMENTS notices will be posted at the following web address: http://www.procurement.sc.gov

      Unless submitted on-line, you must submit a signed copy of this form with Your Offer. By submitting a bid or proposal,
      You agree to be bound by the terms of the Solicitation. You agree to hold Your Offer open for a minimum of thirty (30)
      calendar days after the Opening Date.                       (See "Signing Your Offer" and "Electronic Signature" provisions.)

      NAME OF OFFEROR                                                                         Any award issued will be issued to, and the contract will be formed with,
                                                                                              the entity identified as the Offeror. The entity named as the offeror must be
                                                                                              a single and distinct legal entity. Do not use the name of a branch office or
                                                                                              a division of a larger entity if the branch or division is not a separate legal
      (full legal name of business submitting the offer)                                      entity, i.e., a separate corporation, partnership, sole proprietorship, etc.

      AUTHORIZED SIGNATURE                                                                    TAXPAYER IDENTIFICATION NO.

      (Person must be authorized to submit binding offer to contract on behalf of Offeror.)   (See "Taxpayer Identification Number" provision)

      TITLE                                                                                   STATE VENDOR NO.

      (business title of person signing above)                                                (Register to Obtain S.C. Vendor No. at www.procurement.sc.gov)

      PRINTED NAME                                                DATE SIGNED                 STATE OF INCORPORATION

      (printed name of person signing above)                                                  (If you are a corporation, identify the state of incorporation.)


      OFFEROR'S TYPE OF ENTITY: (Check one)                                                                                              (See "Signing Your Offer" provision.)

       ___ Sole Proprietorship                                   ___ Partnership                                 ___ Other_____________________________

       ___ Corporate entity (not tax-exempt)                     ___ Corporation (tax-exempt)                    ___ Government entity (federal, state, or local)
COVER PAGE (NOV. 2007)
SAP
SAP




                                                                     PAGE TWO
                                                             (Return Page Two with Your Offer)
      HOME OFFICE ADDRESS (Address for offeror's home office /                  NOTICE ADDRESS (Address to which all procurement and contract
      principal place of business)                                              related notices should be sent.) (See "Notice" clause)




                                                                                _________________________________________________
                                                                                 Area Code - Number - Extension        Facsimile

                                                                                _________________________________________________
                                                                                 E-mail Address

      PAYMENT ADDRESS (Address to which payments will be sent.)                 ORDER ADDRESS (Address to which purchase orders will be sent)
      (See "Payment" clause)                                                    (See "Purchase Orders and "Contract Documents" clauses)




      ____Payment Address same as Home Office Address                           ____Order Address same as Home Office Address
      ____Payment Address same as Notice Address (check only one)               ____Order Address same as Notice Address (check only one)

      ACKNOWLEDGMENT OF AMENDMENTS
      Offerors acknowledges receipt of amendments by indicating amendment number and its date of issue. (See "Amendments to Solicitation" Provision)
      Amendment No.      Amendment Issue   Amendment No.     Amendment Issue    Amendment No.      Amendment Issue      Amendment No.    Amendment Issue
                             Date                                Date                                  Date                                  Date




      DISCOUNT FOR                    10 Calendar Days (%)          20 Calendar Days (%)           30 Calendar Days (%)          _____Calendar Days (%)
      PROMPT PAYMENT
      (See "Discount for Prompt
      Payment" clause)

      PREFERENCES - SC RESIDENT VENDOR PREFERENCE                                  OFFERORS REQUESTING THIS PREFERENCE
      (June 2005): Section 11-35-1524 provides a preference for offerors           MUST INITIAL HERE. ______________.
      that qualify as a resident vendor. A resident vendor is an offeror that
      (a) is authorized to transact business within South Carolina, (b)            *ADDRESS AND PHONE OF IN-STATE OFFICE
      maintains an office* in South Carolina, (c) either (1) maintains a
      minimum $10,000.00 representative inventory at the time of the
      solicitation, or (2) is a manufacturer which is headquartered and has
      at least a ten million dollar payroll in South Carolina, and the product
      is made or processed from raw materials into a finished end-product
      by such manufacturer or an affiliate (as defined in section 1563 of the
      Internal Revenue Code) of such manufacturer, and (d) has paid all            ____ In-State Office Address same as Home Office Address
      assessed taxes. If applicable, preference will be applied as required        ____ In-State Office Address same as Notice Address
      by law.                                                                                                                            (check only one)


      PREFERENCES - SC/US END-PRODUCT (June 2005): Section 11-35-1524 provides a                                     IF THIS PREFERENCE
      preference to vendors offering South Carolina end-products or US end-products, if those                       APPLIES TO THIS
      products are made, manufactured, or grown in SC or the US, respectively. An end-                              PROCUREMENT, PART VII
      product is the item identified for acquisition in this solicitation, including all component                  (BIDDING SCHEDULE) WILL
                                                                                                                    INCLUDE A PLACE TO
      parts in final form and ready for the use intended. The terms made, manufactured, and
                                                                                                                    CLAIM THE PREFERENCE.
      grown are defined by Section 11-35-1524(B). By signing your offer and checking the                             OFFERORS REQUESTING
      appropriate space(s) provided and identified on the bid schedule, offeror certifies that the                  THIS PREFERENCE MUST
      end-product(s) is either made, manufactured or grown in South Carolina, or other states                       CHECK THE APPROPRIATE
      of the United States, as applicable. Preference will be applied as required by law.                           SPACES ON THE BIDDING
                                                                                                                    SCHEDULE.
      PAGE TWO (NOV. 2007)                                          End of Page Two
                                                        PAGE THREE

                                 IMPORTANT INFORMATION FOR ALL OFFERORS

All Offerors desiring to respond to this solicitation should register and submit your response online. To respond online,
you must follow the new South Carolina Enterprise Information System (SCEIS) vendor registration instructions found at
the South Carolina Procurement Information Center website address of: http://www.procurement.sc.gov/. Even if you are
registered in the old procurement system, you must still register or update your information in the new SCEIS system.
Once the registration process is complete, the system will generate a new SCEIS vendor userid and password. The Offeror
must keep this information current or you will not be able to submit future bids.

OFFERORS ENCOUNTERING REGISTRATION PROBLEMS SHOULD CONTACT:

                            SCEIS Help Desk (803) 734-0343

                            Monday – Friday 8:00 AM – 6:00 PM

Other vendor instructions found at http://cio.state.sc.us/itmo/agency.htm include:

              ·     Vendor Registration Guide

              ·     Help Desk Information

              ·     Vendor Response to Bid Short Version Guide

              ·     Vendor Change to Bid Response Short Version Guide

              ·     Deleting Response to Solicitation Short Version



                                                     NUMBER OF COPIES

Offerors will need to follow these instructions carefully when responding to the solicitation online.



    1. The original solicitation response MUST be submitted on-line.
    2. All bidders must complete and sign the solicitation document, as well as all other requested documents
         and attach those documents to their response in the online system.
    3. One redacted copy of both the technical and business proposals/plan submitted online

    4. ___7____ copies of your technical proposal on CD
    5. ___7____ copies of your business proposal on CD
    6. ___7____ copies of your complete offer in hard copy
    7. ___1____ Original technical and Business Proposal/Plan hard copy and CD
All copies requested must be delivered no later than the date and time specified on the cover page of the
solicitation to the following address:

         Information Technology Management Office
         Attention: Ethan Turner
         Attention: 5400000762
         1201 Main Street, Suite 430
         Columbia, SC 29201
Table of Contents
SAP
SECTION_I ............................................................................. 3
ACQUIRE SERVICES (JAN 2006) ....................................... 3
MAXIMUM CONTRACT PERIOD - ESTIMATED (Jan 2006)                                            3
SECTION_IIA ........................................................................ 4
DEFINITIONS (JAN 2006) .................................................... 5
AMENDMENTS TO SOLICITATION (JAN 2004) .............. 5
AWARD NOTIFICATION (NOV 2007) ................................ 6
BID/PROPOSAL AS OFFER TO CONTRACT (JAN 2004) . 6
BID ACCEPTANCE PERIOD (JAN 2004) ............................ 6
BID IN ENGLISH and DOLLARS (JAN 2004) ..................... 6
BOARD AS PROCUREMENT AGENT (JAN 2004) ............ 6
CERTIFICATE OF INDEPENDENT PRICE DETERMINATION (MAY 2008)                                       7
CERTIFICATION REGARDING DEBARMENT AND OTHER RESPONSIBILITY MATTERS (JAN 2004)                       8
CODE OF LAWS AVAILABLE (JAN 2006) ........................ 8
COMPLETION OF FORMS/CORRECTION OF ERRORS (JAN 2006)                                          9
DEADLINE FOR SUBMISSION OF OFFER (JAN 2004) .... 9
DRUG FREE WORK PLACE CERTIFICATION (JAN 2004)                                             9
DUTY TO INQUIRE (JAN 2006) .......................................... 9
ETHICS CERTIFICATE (JAN 2004) ..................................... 9
OMIT TAXES FROM PRICE (JAN 2004) ............................ 9
PROTESTS (JUNE 2006) ....................................................... 9
PUBLIC OPENING (JAN 2004) ............................................ 9
QUESTIONS FROM OFFERORS (JAN 2004) ..................... 10
REJECTION/CANCELLATION (JAN 2004) ........................ 10
RESPONSIVENESS/IMPROPER OFFERS (JAN 2004) ....... 10
RESTRICTIONS APPLICABLE TO OFFERORS (JAN 2004)                                            10
SIGNING YOUR OFFER (JAN 2004) ................................... 11
STATE OFFICE CLOSINGS (JAN 2004) ............................. 11
SUBMITTING CONFIDENTIAL INFORMATION (AUG 2002)                                            11
SUBMITTING YOUR OFFER OR MODIFICATION (JAN 2004)                                          12
TAX CREDIT FOR SUBCONTRACTING WITH DISADVANTAGED SMALL BUSINESSES (JAN 2008)                        12
TAXPAYER IDENTIFICATION NUMBER (JAN 2004) ..... 13
VENDOR REGISTRATION MANDATORY (JAN 2006) .... 13
WITHDRAWAL OR CORRECTION OF OFFER (JAN 2004)                                              13
SECTION_IIB ......................................................................... 15
CONTENTS OF OFFER (RFP) -- ITMO (JAN 2006) ........... 14
CLARIFICATION (NOV 2007) ............................................. 14
OFFERING BY LOT (JAN 2006) .......................................... 14
ON-LINE BIDDING INSTRUCTIONS (NOV 2007) ............ 14
PROTEST - CPO - ITMO ADDRESS (JUNE 2006) .............. 14
SECTION_III .......................................................................... 14
DELIVERY/PERFORMANCE LOCATION -- SPECIFIED (JAN 2006)                                        16
SECTION_IV .......................................................................... 65
INFORMATION FOR OFFERORS TO SUBMIT -- GENERAL (JAN 2006)                                     65
MINORITY PARTICIPATION (JAN 2006) .......................... 66
OFFSHORE CONTRACTING (JAN 2006) ........................... 66
SUBMITTING REDACTED OFFERS (FEB 2007) ............... 67
SECTION_V ........................................................................... 68
QUALIFICATION OF OFFEROR (JAN 2006) ..................... 68
SUBCONTRACTOR -- IDENTIFICATION (JAN 2006) ...... 71
SECTION_VI .......................................................................... 72
AWARD BY LOT (JAN 2006) ............................................... 72
COMPETITION FROM PUBLIC ENTITIES (JAN 2006) .... 72
SECTION_VIIA ...................................................................... 73
ASSIGNMENT (JAN 2006) ................................................... 73
BANKRUPTCY (JAN 2006) .................................................. 73
CHOICE-OF-LAW (JAN 2006) ............................................. 73

                                                    Page 1
CONTRACT DOCUMENTS and ORDER OF PRECEDENCE (JAN 2006)                                       73
DISCOUNT FOR PROMPT PAYMENT (JAN 2006) ........... 73
DISPUTES (JAN 2006) .......................................................... 74
EQUAL OPPORTUNITY (JAN 2006) ................................... 74
FALSE CLAIMS (JAN 2006) ................................................. 74
FIXED PRICING REQUIRED (JAN 2006) ........................... 74
NON-INDEMNIFICATION (JAN 2006) ............................... 74
NOTICE (JAN 2006) .............................................................. 74
PAYMENT (JAN 2006) .......................................................... 74
PUBLICITY (JAN 2006) ........................................................ 75
PURCHASE ORDERS (JAN 2006) ....................................... 75
SETOFF (JAN 2006) .............................................................. 75
SURVIVAL OF OBLIGATIONS (JAN 2006) ....................... 75
TAXES (JAN 2006) ................................................................ 75
TERMINATION DUE TO UNAVAILABILITY OF FUNDS (JAN 2006)                                       75
THIRD PARTY BENEFICIARY (JAN 2006) ....................... 75
WAIVER (JAN 2006) ............................................................. 76
SECTION_VIIB ...................................................................... 76
CHANGES (JAN 2006) .......................................................... 76
COMPLIANCE WITH LAWS (JAN 2006) ........................... 76
CONTRACTOR PERSONNEL (JAN 2006) .......................... 76
CONTRACTOR'S OBLIGATION -- GENERAL (JAN 2006) 76
DEFAULT (JAN 2006) ........................................................... 77
ILLEGAL IMMIGRATION (NOV. 2008) ............................. 78
LICENSES AND PERMITS (JAN 2006) ............................... 78
PRICE ADJUSTMENTS (JAN 2006) .................................... 78
PRICING DATA -- AUDIT -- INSPECTION (JAN 2006) .... 78
PRIVACY -- WEB SERVICES (JAN 2006) .......................... 79
RELATIONSHIP OF THE PARTIES (JAN 2006) ................. 79
TERM OF CONTRACT -- EFFECTIVE DATE / INITIAL CONTRACT PERIOD (JAN 2006)                        79
TERM OF CONTRACT -- OPTION TO RENEW (JAN 2006)                                           79
TERMINATION FOR CONVENIENCE (JAN 2006) ........... 79
SECTION_VIII ....................................................................... 81
BIDDING SCHEDULE (NOV 2007) ..................................... 84
SECTION_IX .......................................................................... 87
NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME TAX WITHHOLDING                                  87




                                                        Page 2
SAP




I. SCOPE OF SOLICITATION

It is the intent of the State of South Carolina, Information Technology Management Office (ITMO), a Division of Procurement
Services, to solicit proposals for a Central Reservation System, on behalf of South Carolina Department of Parks,
Recreation, and Tourism.


ACQUIRE SERVICES (JAN 2006)

The purpose of this solicitation is to acquire services complying with the enclosed description and/or specifications and
conditions. [01-1010-1]

MAXIMUM CONTRACT PERIOD - ESTIMATED (Jan 2006)

Start date: 04/06/2009 End date: 04/05/2016 . Dates provided are estimates only. Any resulting contract will begin on
the date specified in the notice of award. See clause entitled "Term of Contract - Effective Date/Initial Contract
Period". [01-1040-1]




                                                            Page 3
II. INSTRUCTIONS TO OFFERORS - A. GENERAL INSTRUCTIONS

LIVE DEMONSTRATION REQUIREMENTS: Offerors meeting the minimum requirements of this RFP will be required
to give a live demonstration of its proposed system. The demonstration will be made „in person‟at the SCPRT offices in
Columbia, South Carolina, and any travel expenses incurred by the Offeror are the sole responsibility of the Offeror. The
time allotted per individual Offeror shall not exceed two (2) hours. Note: The week of March 9th – 13th, 2009 are the
scheduled dates for live demonstrations. Offerors should reserve those dates. Information Technology Management
Office (ITMO) will notify offerors as quickly as is possible to schedule specific dates and times.


    (a) The activities of the Offeror should be limited to a live demonstration of the system described in the Offeror‟s
        written proposal. Evaluators may ask questions pertaining to the Offeror‟s demonstration. The Offeror‟s answers
        are restricted to statements of facts. Offerors will not be allowed or permitted to introduce new information.
        Negotiation is not permitted at this stage in the procurement process and an Offeror may not change its proposal.


    (b) The Offeror may be required to document an answer if such a written clarification is determined to be in the best
        interest of the State.


    (c) The live demonstration should be conducted in a straightforward manner in order to secure a clear and meaningful
        understanding of the Offeror‟s proposed system.


    (d) The live demonstration is designed to satisfy the evaluation panel's need for clarification and understanding of the
        information that was provided in the Offeror's written proposal. Therefore, the Offeror may neither ask questions
        nor receive preliminary assessments on its proposal from the members of the panel.

    (e) The State will be providing demonstration scripts to be used for the demonstrations. The scripts will be posted in
        Amendment 1 along with any questions submitted.




                                                           Page 4
DEFINITIONS (JAN 2006)

EXCEPT AS OTHERWISE PROVIDED HEREIN, THE FOLLOWING DEFINITIONS ARE APPLICABLE TO ALL
PARTS OF THE SOLICITATION.

AMENDMENT means a document issued to supplement the original solicitation document.
BOARD means the South Carolina Budget & Control Board.
BUYER means the Procurement Officer.
CHANGE ORDER means any written alteration in specifications, delivery point, rate of delivery, period of performance,
price, quantity, or other provisions of any contract accomplished by mutual agreement of the parties to the contract.
CONTRACT See clause entitled Contract Documents & Order of Precedence.
CONTRACT MODIFICATION means a written order signed by the Procurement Officer, directing the contractor to make
changes which the changes clause of the contract authorizes the Procurement Officer to order without the consent of the
contractor.
CONTRACTOR means the Offeror receiving an award as a result of this solicitation.
COVER PAGE means the top page of the original solicitation on which the solicitation is identified by number. Offerors
are cautioned that Amendments may modify information provided on the Cover Page.
OFFER means the bid or proposal submitted in response this solicitation. The terms Bid and Proposal are used
interchangeably with the term Offer.
OFFEROR means the single legal entity submitting the offer. The term Bidder is used interchangeably with the term
Offeror. See bidding provisions entitled Signing Your Offer and Bid/Proposal As Offer To Contract.
ORDERING ENTITY Using Governmental Unit that has submitted a Purchase Order.
PAGE TWO means the second page of the original solicitation, which is labeled Page Two.
PROCUREMENT OFFICER means the person, or his successor, identified as such on the Cover Page.
YOU and YOUR means Offeror.
SOLICITATION means this document, including all its parts, attachments, and any Amendments.
STATE means the Using Governmental Unit(s) identified on the Cover Page.
SUBCONTRACTOR means any person having a contract to perform work or render service to Contractor as a part of the
Contractor's agreement arising from this solicitation.
USING GOVERNMENTAL UNIT means the unit(s) of government identified as such on the Cover Page. If the Cover
Page names a Statewide Term Contract as the Using Governmental Unit, the Solicitation seeks to establish a Term Contract
[11-35-310(35)] open for use by all South Carolina Public Procurement Units [11-35-4610(5)].
WORK means all labor, materials, equipment and services provided or to be provided by the Contractor to fulfill the
Contractor's obligations under the Contract.
[02-2A003-1]

AMENDMENTS TO SOLICITATION (JAN 2004)

(a) The Solicitation may be amended at any time prior to opening. All actual and prospective Offerors should monitor the
following web site for the issuance of Amendments: www.procurement.sc.gov (b) Offerors shall acknowledge receipt of
any amendment to this solicitation (1) by signing and returning the amendment, (2) by identifying the amendment number
and date in the space provided for this purpose on Page Two, (3) by letter, or (4) by submitting a bid that indicates in some
way that the bidder received the amendment. (c) If this solicitation is amended, then all terms and conditions which are not
modified remain unchanged. [02-2A005-1]




                                                            Page 5
AWARD NOTIFICATION (NOV 2007)

Notice regarding any award or cancellation of award will be posted at the location specified on the Cover Page. If the
contract resulting from this Solicitation has a total or potential value of fifty thousand dollars or more, such notice will be
sent to all Offerors responding to the Solicitation. Should the contract resulting from this Solicitation have a total or
potential value of one hundred thousand dollars or more, such notice will be sent to all Offerors responding to the
Solicitation and any award will not be effective until the eleventh day after such notice is given. [02-2A010-1]

BID/PROPOSAL AS OFFER TO CONTRACT (JAN 2004)

By submitting Your Bid or Proposal, You are offering to enter into a contract with the Using Governmental Unit(s).
Without further action by either party, a binding contract shall result upon final award. Any award issued will be issued to,
and the contract will be formed with, the entity identified as the Offeror on the Cover Page. An Offer may be submitted by
only one legal entity; "joint bids" are not allowed. [02-2A015-1]

BID ACCEPTANCE PERIOD (JAN 2004)

In order to withdraw Your Offer after the minimum period specified on the Cover Page, You must notify the Procurement
Officer in writing. [02-2A020-1]

BID IN ENGLISH and DOLLARS (JAN 2004)

Offers submitted in response to this solicitation shall be in the English language and in US dollars, unless otherwise
permitted by the Solicitation. [02-2A025-1]

BOARD AS PROCUREMENT AGENT (JAN 2004)

(a) Authorized Agent. All authority regarding the conduct of this procurement is vested solely with the responsible
Procurement Officer. Unless specifically delegated in writing, the Procurement Officer is the only government official
authorized to bind the government with regard to this procurement. (b) Purchasing Liability. The Procurement Officer is an
employee of the Board acting on behalf of the Using Governmental Unit(s) pursuant to the Consolidated Procurement
Code. Any contracts awarded as a result of this procurement are between the Contractor and the Using Governmental
Units(s). The Board is not a party to such contracts, unless and to the extent that the board is a using governmental unit, and
bears no liability for any party's losses arising out of or relating in any way to the contract. [02-2A030-1]




                                                              Page 6
CERTIFICATE OF INDEPENDENT PRICE DETERMINATION (MAY 2008)

GIVING FALSE, MISLEADING, OR INCOMPLETE INFORMATION ON THIS CERTIFICATION MAY
RENDER YOU SUBJECT TO PROSECUTION UNDER SECTION 16-9-10 OF THE SOUTH CAROLINA CODE
OF LAWS AND OTHER APPLICABLE LAWS.

(a) By submitting an offer, the offeror certifies that:

(1) The prices in this offer have been arrived at independently, without, for the purpose of restricting competition, any
consultation, communication, or agreement with any other offeror or competitor relating to-
(i) Those prices;
(ii) The intention to submit an offer; or
(iii) The methods or factors used to calculate the prices offered.

(2) The prices in this offer have not been and will not be knowingly disclosed by the offeror, directly or indirectly, to any
other offeror or competitor before bid opening (in the case of a sealed bid solicitation) or contract award (in the case of a
negotiated solicitation) unless otherwise required by law; and

(3) No attempt has been made or will be made by the offeror to induce any other concern to submit or not to submit an offer
for the purpose of restricting competition.

(b) Each signature on the offer is considered to be a certification by the signatory that the signatory-

(1) Is the person in the offeror's organization responsible for determining the prices being offered in this bid or proposal,
and that the signatory has not participated and will not participate in any action contrary to paragraphs (a)(1) through (a)(3)
of this certification; or

(2)(i) Has been authorized, in writing, to act as agent for the offeror's principals in certifying that those principals have not
participated, and will not participate in any action contrary to paragraphs (a)(1) through (a)(3) of this certification [As used
in this subdivision (b)(2)(i), the term "principals" means the person(s) in the offeror's organization responsible for
determining the prices offered in this bid or proposal];

(ii) As an authorized agent, does certify that the principals referenced in subdivision (b)(2)(i) of this certification have not
participated, and will not participate, in any action contrary to paragraphs (a)(1) through (a)(3) of this certification; and

(iii) As an agent, has not personally participated, and will not participate, in any action contrary to paragraphs (a)(1)
through (a)(3) of this certification.

(c) If the offeror deletes or modifies paragraph (a)(2) of this certification, the offeror must furnish with its offer a signed
statement setting forth in detail the circumstances of the disclosure. [02-2A032-1]




                                                              Page 7
CERTIFICATION REGARDING DEBARMENT AND OTHER RESPONSIBILITY MATTERS (JAN 2004)

(a) (1) By submitting an Offer, Offeror certifies, to the best of its knowledge and belief, that-

(i) Offeror and/or any of its Principals-

(A) Are not presently debarred, suspended, proposed for debarment, or declared ineligible for the award of contracts by any
state or federal agency;
(B) Have not, within a three-year period preceding this offer, been convicted of or had a civil judgment rendered against
them for: commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a
public (Federal, state, or local) contract or subcontract; violation of Federal or state antitrust statutes relating to the
submission of offers; or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records,
making false statements, tax evasion, or receiving stolen property; and
(C) Are not presently indicted for, or otherwise criminally or civilly charged by a governmental entity with, commission of
any of the offenses enumerated in paragraph (a)(1)(i)(B) of this provision.

(ii) Offeror has not, within a three-year period preceding this offer, had one or more contracts terminated for default by any
public (Federal, state, or local) entity.

(2) "Principals," for the purposes of this certification, means officers; directors; owners; partners; and, persons having
primary management or supervisory responsibilities within a business entity (e.g., general manager; plant manager; head of
a subsidiary, division, or business segment, and similar positions).

(b) Offeror shall provide immediate written notice to the Procurement Officer if, at any time prior to contract award,
Offeror learns that its certification was erroneous when submitted or has become erroneous by reason of changed
circumstances.

(c) If Offeror is unable to certify the representations stated in paragraphs (a)(1), Offer must submit a written explanation
regarding its inability to make the certification. The certification will be considered in connection with a review of the
Offeror's responsibility. Failure of the Offeror to furnish additional information as requested by the Procurement Officer
may render the Offeror nonresponsible.

(d) Nothing contained in the foregoing shall be construed to require establishment of a system of records in order to render,
in good faith, the certification required by paragraph (a) of this provision. The knowledge and information of an Offeror is
not required to exceed that which is normally possessed by a prudent person in the ordinary course of business dealings.

(e) The certification in paragraph (a) of this provision is a material representation of fact upon which reliance was placed
when making award. If it is later determined that the Offeror knowingly or in bad faith rendered an erroneous certification,
in addition to other remedies available to the State, the Procurement Officer may terminate the contract resulting from this
solicitation for default. [02-2A035-1]

CODE OF LAWS AVAILABLE (JAN 2006)

The South Carolina Code of Laws, including the Consolidated Procurement Code, is available
at: http://www.scstatehouse.net/code/statmast.htm . The South Carolina Regulations are available
at: http://www.scstatehouse.net/coderegs/statmast.htm . [02-2A040-1]




                                                              Page 8
COMPLETION OF FORMS/CORRECTION OF ERRORS (JAN 2006)

All prices and notations should be printed in ink or typewritten. Errors should be crossed out, corrections entered and
initialed by the person signing the bid. Do not modify the solicitation document itself (including bid
schedule). (Applicable only to offers submitted on paper.) [02-2A045-1]

DEADLINE FOR SUBMISSION OF OFFER (JAN 2004)

Any offer received after the Procurement Officer of the governmental body or his designee has declared that the time set for
opening has arrived, shall be rejected unless the offer has been delivered to the designated purchasing office or the
governmental bodies mail room which services that purchasing office prior to the bid opening. [R.19-445.2070(H)] [02-
2A050-1]

DRUG FREE WORK PLACE CERTIFICATION (JAN 2004)

By submitting an Offer, Contractor certifies that, if awarded a contract, Contractor will comply with all applicable
provisions of The Drug-free Workplace Act, Title 44, Chapter 107 of the South Carolina Code of Laws, as amended. [02-
2A065-1]

DUTY TO INQUIRE (JAN 2006)

Offeror, by submitting an Offer, represents that it has read and understands the Solicitation and that its Offer is made in
compliance with the Solicitation. Offerors are expected to examine the Solicitation thoroughly and should request an
explanation of any ambiguities, discrepancies, errors, omissions, or conflicting statements in the Solicitation. Failure to do
so will be at the Offeror's risk. Offeror assumes responsibility for any patent ambiguity in the Solicitation that Offeror does
not bring to the State's attention. [02-2A070-1]

ETHICS CERTIFICATE (JAN 2004)

By submitting an Offer, You certify that You are in compliance with South Carolina's Ethics, Government Accountability,
and Campaign Reform Act of 1991, as amended. The following statutes require special attention: (a) Offering, giving,
soliciting, or receiving anything of value to influence action of public employee Section 8-13-790, (b) Recovery of
kickbacks Section 8-13-790, (c) Offering, soliciting, or receiving money for advice or assistance of public official Section
8-13-720, (d) Use or disclosure of confidential information Section 8-13-725, and (e) Persons hired to assist in the
preparation of specifications or evaluation of bids Section 8-13-1150. [02-2A075-1]

OMIT TAXES FROM PRICE (JAN 2004)

Do not include any sales or use taxes in Your price that the State may be required to pay. [02-2A080-1]

PROTESTS (JUNE 2006)

Any prospective bidder, offeror, contractor, or subcontractor who is aggrieved in connection with the solicitation of a
contract shall protest within fifteen days of the date of issuance of the applicable solicitation document at issue. Any actual
bidder, offeror, contractor, or subcontractor who is aggrieved in connection with the intended award or award of a contract
shall protest within ten days of the date notification of award is posted in accordance with this code. A protest shall be in
writing, shall set forth the grounds of the protest and the relief requested with enough particularity to give notice of the
issues to be decided, and must be received by the appropriate Chief Procurement Officer within the time provided. See
clause entitled "Protest-CPO". [Section 11-35-4210] [02-2A085-1]

PUBLIC OPENING (JAN 2004)

Offers will be publicly opened at the date/time and at the location identified on the Cover Page, or last Amendment,
whichever is applicable. [02-2A090-1]




                                                             Page 9
QUESTIONS FROM OFFERORS (JAN 2004)

(a) Any prospective offeror desiring an explanation or interpretation of the solicitation, drawings, specifications, etc., must
request it in writing. Questions must be received by the Procurement Officer no later than five (5) days prior to opening
unless otherwise stated on the Cover Page. Label any communication regarding your questions with the name of the
procurement officer, and the solicitation's title and number. Oral explanations or instructions will not be binding. Any
information given a prospective offeror concerning a solicitation will be furnished promptly to all other prospective offerors
as an Amendment to the solicitation, if that information is necessary for submitting offers or if the lack of it would be
prejudicial to other prospective offerors. (b) The State seeks to permit maximum practicable competition. Offerors are
urged to advise the Procurement Officer -- as soon as possible -- regarding any aspect of this procurement, including any
aspect of the Solicitation, that unnecessarily or inappropriately limits full and open competition. [02-2A095-1]

REJECTION/CANCELLATION (JAN 2004)

The State may cancel this solicitation in whole or in part. The State may reject any or all proposals in whole or in part. [SC
Code Section 11-35-1710 & R.19-445.2065] [02-2A100-1]

RESPONSIVENESS/IMPROPER OFFERS (JAN 2004)

(a) Bid as Specified. Offers for supplies or services other than those specified will not be considered unless authorized by
the Solicitation.

(b) Multiple Offers. Offerors may submit more than one Offer, provided that each Offer has significant differences other
than price. Each separate Offer must satisfy all Solicitation requirements. If this solicitation is an Invitation for Bids, each
separate offer must be submitted as a separate document. If this solicitation is a Request for Proposals, multiple offers may
be submitted as one document, provided that you clearly differentiate between each offer and you submit a separate cost
proposal for each offer, if applicable.

(c) Responsiveness. Any Offer which fails to conform to the material requirements of the Solicitation may be rejected as
nonresponsive. Offers which impose conditions that modify material requirements of the Solicitation may be rejected. If a
fixed price is required, an Offer will be rejected if the total possible cost to the State cannot be determined. Offerors will
not be given an opportunity to correct any material nonconformity. Any deficiency resulting from a minor informality may
be cured or waived at the sole discretion of the Procurement Officer. [R.19-445.2070 and Section 11-35-1520(13)]

(d) Price Reasonableness: Any offer may be rejected if the Procurement Officer determines in writing that it is
unreasonable as to price. [R. 19-445.2070].

(e) Unbalanced Bidding. The State may reject an Offer as nonresponsive if the prices bid are materially unbalanced
between line items or subline items. A bid is materially unbalanced when it is based on prices significantly less than cost
for some work and prices which are significantly overstated in relation to cost for other work, and if there is a reasonable
doubt that the bid will result in the lowest overall cost to the State even though it may be the low evaluated bid, or if it is so
unbalanced as to be tantamount to allowing an advance payment. [02-2A105-1]

RESTRICTIONS APPLICABLE TO OFFERORS (JAN 2004)

Violation of these restrictions may result in disqualification of your offer, suspension or debarment, and may constitute a
violation of the state Ethics Act. (a) After issuance of the solicitation, you agree not to discuss this procurement activity
in any way with the Using Governmental Unit or its employees, agents or officials All communications must be solely
with the Procurement Officer. This restriction may be lifted by express written permission from the Procurement
Officer. This restriction expires once a contract has been formed. (b) Unless otherwise approved in writing by the
Procurement Officer, you agree not to give anything to any Using Governmental Unit or its employees, agents or
officials prior to award. [02-2A110-1]




                                                              Page 10
SIGNING YOUR OFFER (JAN 2004)

Every Offer must be signed by an individual with actual authority to bind the Offeror. (a) If the Offeror is an individual,
the Offer must be signed by that individual. If the Offeror is an individual doing business as a firm, the Offer must be
submitted in the firm name, signed by the individual, and state that the individual is doing business as a firm. (b) If the
Offeror is a partnership, the Offer must be submitted in the partnership name, followed by the words by its Partner, and
signed by a general partner. (c) If the Offeror is a corporation, the Offer must be submitted in the corporate name, followed
by the signature and title of the person authorized to sign. (d) An Offer may be submitted by a joint venturer involving any
combination of individuals, partnerships, or corporations. If the Offeror is a joint venture, the Offer must be submitted in
the name of the Joint Venture and signed by every participant in the joint venture in the manner prescribed in paragraphs (a)
through (c) above for each type of participant. (e) If an Offer is signed by an agent, other than as stated in subparagraphs
(a) through (d) above, the Offer must state that is has been signed by an Agent. Upon request, Offeror must provide proof
of the agent's authorization to bind the principal. [02-2A115-1]

STATE OFFICE CLOSINGS (JAN 2004)

If an emergency or unanticipated event interrupts normal government processes so that offers cannot be received at the
government office designated for receipt of bids by the exact time specified in the solicitation, the time specified for receipt
of offers will be deemed to be extended to the same time of day specified in the solicitation on the first work day on which
normal government processes resume. In lieu of an automatic extension, an Amendment may be issued to reschedule bid
opening. If state offices are closed at the time a pre-bid or pre-proposal conference is scheduled, an Amendment will be
issued to reschedule the conference. Useful information may be available at:
http://www.scemd.org/scgovweb/weather_alert.html [02-2A120-1]

SUBMITTING CONFIDENTIAL INFORMATION (AUG 2002)

(An overview is available at www.procurement.sc.gov) For every document Offeror submits in response to or with regard
to this solicitation or request, Offeror must separately mark with the word "CONFIDENTIAL" every page, or portion
thereof, that Offeror contends contains information that is exempt from public disclosure because it is either (a) a trade
secret as defined in Section 30-4-40(a)(1), or (b) privileged and confidential, as that phrase is used in Section 11-35-
410. For every document Offeror submits in response to or with regard to this solicitation or request, Offeror must
separately mark with the words "TRADE SECRET" every page, or portion thereof, that Offeror contends contains a trade
secret as that term is defined by Section 39-8-20 of the Trade Secrets Act. For every document Offeror submits in response
to or with regard to this solicitation or request, Offeror must separately mark with the word "PROTECTED" every page, or
portion thereof, that Offeror contends is protected by Section 11-35-1810. All markings must be conspicuous; use color,
bold, underlining, or some other method in order to conspicuously distinguish the mark from the other text. Do not mark
your entire response (bid, proposal, quote, etc.) as confidential, trade secret, or protected. If your response, or any part
thereof, is improperly marked as confidential or trade secret or protected, the State may, in its sole discretion, determine it
nonresponsive. If only portions of a page are subject to some protection, do not mark the entire page. By submitting a
response to this solicitation or request, Offeror (1) agrees to the public disclosure of every page of every document
regarding this solicitation or request that was submitted at any time prior to entering into a contract (including, but not
limited to, documents contained in a response, documents submitted to clarify a response, and documents submitted during
negotiations), unless the page is conspicuously marked "TRADE SECRET" or "CONFIDENTIAL" or "PROTECTED", (2)
agrees that any information not marked, as required by these bidding instructions, as a "Trade Secret" is not a trade secret as
defined by the Trade Secrets Act, and (3) agrees that, notwithstanding any claims or markings otherwise, any prices,
commissions, discounts, or other financial figures used to determine the award, as well as the final contract amount, are
subject to public disclosure. In determining whether to release documents, the State will detrimentally rely on Offeror's
marking of documents, as required by these bidding instructions, as being either "Confidential" or "Trade Secret" or
"PROTECTED". By submitting a response, Offeror agrees to defend, indemnify and hold harmless the State of South
Carolina, its officers and employees, from every claim, demand, loss, expense, cost, damage or injury, including attorney's
fees, arising out of or resulting from the State withholding information that Offeror marked as "confidential" or "trade
secret" or "PROTECTED". (All references to S.C. Code of Laws.) [02-2A125-1]




                                                             Page 11
SUBMITTING YOUR OFFER OR MODIFICATION (JAN 2004)

(a) Offers and offer modifications shall be submitted in sealed envelopes or packages (unless submitted by electronic
means) - (1) Addressed to the office specified in the Solicitation; and (2) Showing the time and date specified for opening,
the solicitation number, and the name and address of the bidder. (b) If you are responding to more than one solicitation,
each offer must be submitted in a different envelope or package. (c) Each Offeror must submit the number of copies
indicated on the Cover Page. (d) Offerors using commercial carrier services shall ensure that the Offer is addressed and
marked on the outermost envelope or wrapper as prescribed in paragraphs (a)(1) and (2) of this provision when delivered to
the office specified in the Solicitation. (e) Facsimile or e-mail offers, modifications, or withdrawals, will not be considered
unless authorized by the Solicitation. (f) Offers submitted by electronic commerce shall be considered only if the electronic
commerce method was specifically stipulated or permitted by the solicitation. [02-2A130-1]

TAX CREDIT FOR SUBCONTRACTING WITH DISADVANTAGED SMALL BUSINESSES (JAN 2008)

Pursuant to Section 12-6-3350, a taxpayer having a contract with this State who subcontracts with a socially and
economically disadvantaged small business is eligible for an income tax credit equal to four percent of the payments to that
subcontractor for work pursuant to the contract. The subcontractor must be certified as a socially and economically
disadvantaged small business as defined in Section 11-35-5010 and regulations pursuant to it. The credit is limited to a
maximum of fifty thousand dollars annually. A taxpayer is eligible to claim the credit for ten consecutive taxable years
beginning with the taxable year in which the first payment is made to the subcontractor that qualifies for the credit. After
the above ten consecutive taxable years, the taxpayer is no longer eligible for the credit. A taxpayer claiming the credit
shall maintain evidence of work performed for the contract by the subcontractor. The credit may be claimed on Form TC-
2, "Minority Business Credit." A copy of the subcontractor's certificate from the Governor's Office of Small and Minority
Business (OSMBA) is to be attached to the contractor's income tax return. Questions regarding the tax credit and how to
file are to be referred to: SC Department of Revenue, Research and Review, Phone: (803) 898-5786, Fax: (803) 898-
5888. Questions regarding subcontractor certification are to be referred to: Governor's Office of Small and Minority
Business Assistance, Phone: (803) 734-0657, Fax: (803) 734-2498. [02-2A135-1]




                                                            Page 12
TAXPAYER IDENTIFICATION NUMBER (JAN 2004)

(a) If Offeror is owned or controlled by a common parent as defined in paragraph (b) of this provision, Offeror shall submit
with its Offer the name and TIN of common parent.
(b) Definitions: "Common parent," as used in this provision, means that corporate entity that owns or controls an affiliated
group of corporations that files its Federal income tax returns on a consolidated basis, and of which the offeror is a
member. "Taxpayer Identification Number (TIN)," as used in this provision, means the number required by the Internal
Revenue Service (IRS) to be used by the offeror in reporting income tax and other returns. The TIN may be either a Social
Security Number or an Employer Identification Number.
(c) If Offeror does not have a TIN, Offeror shall indicate if either a TIN has been applied for or a TIN is not required. If a
TIN is not required, indicate whether (i) Offeror is a nonresident alien, foreign corporation, or foreign partnership that does
not have income effectively connected with the conduct of a trade or business in the United States and does not have an
office or place of business or a fiscal paying agent in the United States; (ii) Offeror is an agency or instrumentality of a state
or local government; (iii) Offeror is an agency or instrumentality of a foreign government; or (iv) Offeror is an agency or
instrumentality of the Federal Government. [02-2A140-1]

VENDOR REGISTRATION MANDATORY (JAN 2006)

You must have a state vendor number to be eligible to submit an offer. To obtain a state vendor number, visit
www.procurement.sc.gov and select New Vendor Registration. (To determine if your business is already registered, go to
"Vendor Search"). Upon registration, you will be assigned a state vendor number. Vendors must keep their vendor
information current. If you are already registered, you can update your information by selecting Change Vendor
Registration. (Please note that vendor registration does not substitute for any obligation to register with the S.C. Secretary
of State or S.C. Department of Revenue. You can register with the agencies at http://www.scbos.com/default.htm) [02-
2A145-1]

WITHDRAWAL OR CORRECTION OF OFFER (JAN 2004)

Offers may be withdrawn by written notice received at any time before the exact time set for opening. If the Solicitation
authorizes facsimile offers, offers may be withdrawn via facsimile received at any time before the exact time set for
opening. A bid may be withdrawn in person by a bidder or its authorized representative if, before the exact time set for
opening, the identity of the person requesting withdrawal is established and the person signs a receipt for the bid. The
withdrawal and correction of Offers is governed by S.C. Code Section 11-35-1520 and Regulation 19-445.2085. [02-
2A150-1]




                                                             Page 13
II. INSTRUCTIONS TO OFFERORS -- B. SPECIAL INSTRUCTIONS

CONTENTS OF OFFER (RFP) -- ITMO (JAN 2006)

The contents of your offer must be divided into two parts, the technical proposal and the business plan/proposal. Each part
should be bound in a single volume. [02-2B035-1]

CLARIFICATION (NOV 2007)

Pursuant to Section 11-35-1520(8), the Procurement Officer may elect to communicate with you after opening for the
purpose of clarifying either your offer or the requirements of the solicitation. Such communications may be conducted only
with offerors who have submitted an offer which obviously conforms in all material aspects to the
solicitation. Clarification of an offer must be documented in writing and included with the offer. Clarifications may not be
used to revise an offer or the solicitation. [Section 11-35-1520(8); R.19-445.2080] [02-2B055-1]

OFFERING BY LOT (JAN 2006)

Offers may be submitted for one or more complete lots. Failure to offer on all items within a lot will be reason for
rejection. [02-2B095-1]

ON-LINE BIDDING INSTRUCTIONS (NOV 2007)

(a) Mandatory Registration: For on-line bidding, you must register before you can submit an offer! See instructions in
clause entitled "VENDOR REGISTRATION MANDATORY".

(b) Steps for On-Line Bidding:
#1 The link provided on the solicitation's Cover Page will take you to our web based on-line bidding system, where you
will enter and/or upload your offer.
#2 Follow the general user instructions posted at www.procurement.sc.gov under the heading "Submitting Offers On-Line".
[02-2B105-1]

DELIVERY / PERFORMANCE LOCATION - SPECIFIED (JANUARY 2006):

After award, all deliveries shall be made and all services provided to the following address, unless otherwise specified:

         Department of Parks, Recreation, and Tourism

         1205 Pendleton Street, Room 252

         COLUMBIA, SC 29201


PROTEST - CPO - ITMO ADDRESS (JUNE 2006)

Any protest must be addressed to the Chief Procurement Officer, Information Technology Management Office, and
submitted in writing (a) by email to protest-itmo@itmo.sc.gov, (b) by facsimile at 803-737-0102, or (c) by post or delivery
to 1201 Main Street, Suite 430, Columbia, SC 29201. [02-2B120-1]
 AP




                                                           Page 14
III. SCOPE OF WORK/SPECIFICATIONS


1. General Information and Conditions


Statement of Intent
South Carolina Department of Parks, Recreation and Tourism (SCPRT), South Carolina State Parks Service (SCSPS)
current Central Reservation System (CRS) contract will expire on August 9, 2009 and thus is seeking the services of an
established, experienced Vendor to implement and customize a centralized integrated CRS.

It is SCSPS‟s intent that the system be implemented and maintained by fees generated by customer usage. SCSPS Park
guests will have the ability to make reservations at a state park, through a call center(s), and/or via the Internet. The
proposed vendor must partner with SCSPS project team members and State Park staff to fully understand the needs of the
SCSPS and make recommendations concerning options for the implementation of a CRS.

The proposed vendor must have extensive experience with assisting state parks in rewriting and implementing new business
rules for managing reservable inventory in the parks, must be able to train staff to understand and effectively use the
system, must be able to accurately convert existing reservation data, and must be able to implement the new system on
time.

There are forty seven South Carolina State Parks. Two State Parks are Historic Parks and will not be included in the CRS.

The contract resulting from this solicitation will extend five (5) years from the date of bid award with the option of two (2)
one year extensions for a total contract of seven (7) years.



Administrative Requirements
Requirements set forth in this section are mandatory. Responses to this section will be yes / no responses only. Only those
responding yes to all items will be evaluated further. Vendors shall complete and submit the Administrative Requirements
questions in Administrative Screening Requirements Tab 4.



Company Information:
Vendors must provide the following required company information listed in section V- Qualifications. Failure to respond
to each requirement may disqualify a Vendor from further participation in this RFP.




                                                            Page 15
2.   South Carolina State Park Service Overview


South Carolina Department of Parks, Recreation and Tourism – State Park Service


General Overview


The South Carolina State Park Service includes 47 operational parks, eight historic properties and more than 80,000 acres
of land. Nearly 8 million people visited a South Carolina state park in 2008. The state park system also includes:



        Nearly 3000 campsites
        152 cabins
        78 motel rooms
        two 18-hole golf courses
        two saltwater fishing piers
        more than 300 miles of hiking and riding trails


All revenues for the fiscal year ending June 30, 2008 totaled $20,802,000. Revenues derived from camping fees amounted
to $7,818,989, cabin/villa rentals totaled $3,281,577, lodge rooms rentals were noted at $619,607, and group-sleeping
facilities totaled 143,665.



In South Carolina, state park properties represent the three primary geographic regions of the state: upcountry and
mountains; midlands; and lowcountry and coast.



Upcountry and Mountains – Mountain ridges created by the Appalachian Mountains and the Blue Ridge Escarpment
characterize this area. The Escarpment is a dramatic geologic feature that separates the state‟s mountainous terrain from the
foothills of the Piedmont. It reaches a peak elevation of 3,553 feet and its height is punctuated by cliffs that plunge more
than 2,000 vertical feet. Along this mountain region is Scenic Highway 11, which provides easy access to 12 state parks.



Midlands – This is an area of diverse habitats and complex ecological systems that comprise a significant share of the
state‟s land mass. From sandy hills to plateaus, swamps and manmade lakes, the Midlands host a range of experiences for
park visitors. The broad sweep of the Midlands encompasses much of what most often typifies South Carolina: swamps,
tannin-stained rivers, rolling sand hills left in the wake of ancient waters, and stands of long-leaf pine. In the Midlands, 23
state parks introduce visitors to a full complement of recreational activities and historic sites.



Lowcountry and Coast – Rich with history and natural resources, this area reflects South Carolina‟s coastal features and
earliest colonial heritage. Characterized by flat terrain, where land and water converge, the Lowcountry and coast display a
vast array of natural features both at the edge of the ocean and inland. The ocean, salt marsh, dunes and maritime forest
shaped by the saltwater environment define this area. In the Lowcountry and along the coast, 12 state parks are visitors‟
gateways to the natural and historic charm of the region.




                                                            Page 16
In South Carolina, park properties and their visitor conveniences are as diverse as the physical and cultural features of the
state. From contemporary villas on Lake Murray to the charm of the Civilian Conservation Corp‟s mountain cabins, to
rustic group camps constructed by the CCC to primitive campsites in the Mountain Bridge Wilderness to RV camping with
full hook-ups, there is a wide variety of overnight accommodations. Among these facilities, there is a wide range of
“comfort” and degree of “interaction with the natural environment.”



Occupancy rates for camping and other overnight accommodations can be found in the Appendix Section of this Request
for Proposal

Hardware, Software and Communications Available in the Parks
All 47 state parks are connected back to the central office located in Columbia, SC via a Wide Area Network (WAN) using
the State of South Carolina MPLS backbone. Park connections are 256kb to 1.5Mb Private Line and DSL connections
using TCP/IP protocol. Internet Access is provided through the Central Office connection.



PC‟s are Dell OptiPlex 745 Pentium IV 3.4GHz with 2GB RAM, 160GB Hard Drive, 8X DVD+/-, 17” Flat Panel Monitor.
A variety of printers from thermal receipt, ink jet and laser jet are available.



All PC‟s have Windows XP as a standard Operating System (OS) and Windows XP Office Suite. Microsoft Exchange /
Outlook 2007 is the agency standard email package.



The agency has also deployed a number of Radiant Touch Screen Terminals in support of its current POS system. Along
with the Radiant Terminals the agency has a number of Kiosk PC‟s that are be used as POS/CRS terminals using Windows
XP as their standard Operating System (OS).




                                                           Page 17
3.   Business Rules Summary

The Central Reservation System will need to be designed to accommodate the following business rules:

        Reservations are accepted up to eleven (11) months in advance of the current month (i.e. reservations for March
         1, 2010 will be accepted as of April 1, 2009.


        The “reservation window” will be extended an additional month as of the first day of each month, with no regard
         for weekends and holidays. Rolling day-to-day window.


        When reserving Overnight Accommodations, the check-in date determines the earliest point at which a reservation can
         be made, even if the period reserved extends into a subsequent month for which reservations are not yet being
         accepted.


        Reservations made via the Internet/Call Center must be requested at least 24 hours in advance, however, there will
         be no minimum “advance requirement” for reservations made directly at/through the respective park location.
         (Due to varying check-in times, the cutoff point for all types of facilities will be as of 5:00 p.m. E.T. on the
         applicable day, as opposed to a literal number of hours.) Lodging and day-use facilities have a 3-day window


        The following seasons will be identified at each park based on the historical demand for various facilities at the
         respective site, and will affect rate structuring during the applicable periods:


              o    Peak Season
              o    Mid Season
              o    Low or Off Season


     There are 5 reservations per call, and then the caller must hang up.

     Five reservations are allowed, provided no reservations (or consecutive reservations) violate the length of stay
     policies.

              o    The 5 reservations can be in the same name, same date and park.
              o    If the caller knows the name of the primary site occupants, it will be entered by the agent. If not, it will
                   be assigned at the park.
               o After 5 reservations, the caller may hang up and call back to make more reservations in different name,
                   OR
     A customer looking to make reservations for a group, like a scout troop or church group, same park and dates, will be
     referred to the park.



        A 2-night minimum will be required when reserving Overnight Accommodations.
             o The exceptions:
                      Hickory Knob: the lodge rooms have a 1 night minimum stay.
                      Primitive, single trailside (backpacking) sites have a 1 night minimum stay.


        During “Peak Seasons” (which will vary from park-to-park) and select holiday periods, minimum stay
         requirements will increase. For example, most parks rent Cabins/Villas by the week, only, during the busier
         portions of the year.


        During “Low Seasons” (which will vary from park-to-park), maximum stay allowances may be increased.

                                                             Page 18
    Explanations:

    Cabins/Villas: During the Low Season of the respective park, reservations can be made for up to twenty-one (21)
    consecutive nights. During all other seasons, no reservation (or contiguous reservations) made by a single
    household or entity can exceed seven (7) nights.



    Camping: During the Low Season of the respective park, reservations can be made for up to forty-two (42)
    consecutive nights. During all other seasons, this allowance is altered by the condition that no more than fourteen
    (14) nights can be spent on a single site.



   Length-of-stay conditions apply to reservations, walk-in rentals, and any combination thereof.


   Reservation dates may be changed one (1) time at no charge (or for a nominal Reservation Charge), provided there
    is no cost differential between the original/new reservations. Additional changes will be assessed a Handling Fee
    and may require cancellation/rebooking.


        SEE CANCELLATION POLICY (current business rules)



   Check-in/Check-out Times are as follows:
                 Operation                          Check-in                        Check-out

          Lodging                                   4:00 p.m.                       10:00 a.m.

                                          (3:00 p.m. at Hickory Knob)      (11:00 a.m. at Hickory Knob)

          Camping                                   2:00 p.m.                       12:00 noon

          Day-use Facilities                        9:00 a.m.                One (1) hour prior to the
                                                                             respective park‟s closing



    Early check-ins, late check-outs, and use of day-use facilities after normal operating hours must be coordinated
    through direct contact with the park.




                                                      Page 19
4: Tab 4 - Administrative Screening of Proposals


All of the following elements are mandatory. Proposers must indicate “Yes” if they can fully comply with each mandatory
requirement in the following list or “NO” if they can not fully comply with each mandatory requirement. Proposers must
provide an acceptable alternative for any mandatory requirement where it indicates it cannot fully comply, and may provide
a supplemental reply for any requirement it can significantly exceed or offer a better acceptable alternative.



Basic Program Elements




4.1     Reservation System Operations

YES     NO

                 4.1.1    All campground, cabin and villa sites in the South Carolina Parks system subject to occupancy
                          by reservations will also be available for occupancy through the call center, walk in and Internet
                          system components.
                 4.1.2    All picnic shelters, community buildings and other facilities in the South Carolina Parks system
                          will also be available for reservations made through the call center, by walk-in or through the
                          Internet system component.
                 4.1.3    The reservation system will not permit a customer to make reservations that violate SCSPS
                          business rules. The reservation system must be structured to allow multiple reservation periods
                          in any separately administered campground.
                 4.1.4    The system will be structured such that all fees to be charged will be calculated by the automated
                          program at the central reservation center and at all park field workstations. The fees to be
                          calculated will be determined as the departure date minus the arrival date plus the reservation fee
                          (to be determined in contract negations). Variable fees based on the time of year, or discounts
                          program fees and applicable taxes will all be automated by the system.
                 4.1.5    The central reservation system will allow queries from the field workstations in order to
                          determine the occupancy status of other campgrounds/cabins/villas in the system.
                 4.1.6    The central reservation system will allow for variations in campsite/cabin/villa fees within the
                          same park, between parks, and for certain days of the week and certain time periods during the
                          calendar year. The system will be structured to allow for both campsite/cabin/villa standard and
                          campsite/cabin/villa specific within a single calendar year.
                 4.1.7    The central reservation system will allow for reservations to be accepted up to the time of arrival
                          for all campsite/cabins/villas in the system. The system will be structured to prevent
                          “overbooking” of any particular campsite/cabin/villa.
                 4.1.8    The system will provide the ability to check on the status of any reservation at any time from any
                          workstation in SCPRT.
                 4.1.9    Each reservation will have its own unique identification number.
                 4.1.10   The system will allow authorized SCSPS personnel to change the number of reservable
                          campsites/cabins/villas within a particular park.
                 4.1.11   Any changes in campsite/cabin/villa status as a result of a reservation, a reservation cancellation
                          or a reservation change must be immediately available.




                                                          Page 20
4.2 Operate a reservation call center for SCSPS reservation system

YES    NO



                    Sufficient numbers of fully trained operator‟s knowledgeable of SCSPS facilities, rules and
                    regulations, fees, customer types, use patterns, South Carolina geography, and routes to parks will
                    staff the call center. The public will access the call center via a toll-free telephone number as agreed
                    upon by SCSPS, and provided by the Vendor to make, change and/or cancel reservations. The call
                    center will utilize real time technology in the central reservation system. The call center will appear
                    to the general customer as being operated exclusively for SCSPS. The call center must be open
                    substantially all days of the year (360 or more days) from at least 7 am to 10 pm Eastern Standard (or
                    Day light Savings) time each day. The call center must initially accept credit cards, instant check
                    debit, money orders and bank affiliated debit cards. The call center will be responsible for mailing
                    out reservation confirmation and cancellation letters using a South Carolina postal address. All call
                    center information concerning customer reservations, changes, or cancellations must be mailed to the
                    customer within 48 hours of their transactions. The call center will send information about the
                    specific park where the reservation was made along with the confirmation letters to individuals who
                    have made reservations. The call center must deliver South Carolina‟s revenue to the State
                    Treasurer‟s Office within 24 hours of recognition.




4.3 Provide Real-Time Internet Reservations

YES     NO

                    The Vendor will utilize real time technology in the central reservation system.

                    This website will be accessed by the public directly or through the SCPRT and SCSPS websites to
                    make reservations up to 24 hours a day. The website will be capable of emailing confirmation letters,
                    reservation change letters, and cancellation notifications, and information about the specific park
                    where the reservation was made. The website will have the look and feel of the SCPRT / SCSPS
                    websites. No agency other then South Carolina Department of Parks, Recreation and Tourism may be
                    represented or referenced on this website. The website may not have any advertising except as may
                    be authorized in writing by SCPRT.




                                                         Page 21
4.4 Americans with Disabilities Act

        Compliance for Web Development and Portal Related Services

YES     NO

                    All Web and Portal development work must be designed and implemented in compliance with the
                    Electronic and Information Technology Accessibility Standards associated with Section 508 of the
                    Rehabilitation Act and with the Web Accessibility Initiative (WAI).




4.5 Provide in-park Real-Time Central Reservation Systems

YES     NO

                    The Vendor will utilize real time technology in the central reservation system. The Vendor will
                    provide all support and help desk assistance for the central reservation system. The in-park system
                    will be used by SCSPS employees to register guest, make, and change or cancel reservations, report
                    on such activities at the park level.



4.6 Conduct “Train-the-Trainer” training

YES     NO

                    The training will provide SCSPS employees with complete knowledge of the central reservation
                    system software. Training will be at up to five (5) regional locations (to be named at a future date) in
                    South Carolina, with sites provided by SCSPS. In the first year up to five (5) full-day week long
                    training sessions will be held.




4.7 Provide Help Desk Support

YES     NO

                    SCSPS staff will be provided a toll-free telephone number for support in answering SCSPS
                    employee‟s software questions and to troubleshoot and solve system problems. Hours: At a
                    minimum, the 1-800 telephone number Help Desk must be staffed at the Vendor‟s reservation center
                    between the following daily hours, 7am – 8 pm EST.




                                                         Page 22
4.8 Provide SCSPS Specified Reporting

YES    NO

                      All reports will be in a format approved by SCSPS. Appearance, content and timing will be
                      determined by SCSPS.



                      The Vendor must provide clear, secure, traceable and auditable revenue and reporting systems
                      reports. The central reservation system will provide reports for park staff either by screen, electronic
                      file or printer, with format, appearance, contents and timing approved by SCSPS. The system must
                      provide a daily reconciliation of all revenue accounts by program, by revenue center and by park.
                      The call center will provide electronic file reports on reservations at the call center and/or Internet
                      website to SCSPS. The call center must also assemble worksheet electronic files approved by SCSPS
                      which include data on reservations and/or registrations from all locations or sources of the central
                      reservation system, and transmit these files to SCSPS on a periodic basis as prescribed by SCSPS.

4.9 Data Conversion

YES    NO

                      Convert all data for existing campsite, cabin, villa and day use facilities reservations currently
                      electronic format into the new Central Reservation System.



4.10   Software Requirements
                  Answer the following questions with the understanding that the software will actually be the same,
                  look the same, and behave the same to all users of the system, operators at the call center, customers
                  using the Internet reservation site, and park employee‟s using the central reservation system in the
                  field unless you specifically indicate otherwise and describe the differences.

                      For purposes of the administrative screening function, for “YES” responses, reference one of the
                      following qualifiers:

                           1.     The required functionality currently exists and is being used.
                           2.     The required functionality currently exists, but it is in a testing format.


                      For purposes of the administrative screening function, for “NO” responses, reference on of the
                      following qualifiers:



                      1.        The required functionality does not currently exist but the Vendor is willing to complete required
                                customization.
                      2.        The required functionality does not currently exist and the Vendor is not willing to complete
                                required customization.




                                                                 Page 23
4.10.1 Attributes

YES      NO

              The software will provide reservation functionality for reservations for at least the following site
              attributes: Other attributes can be added to or removed from this list.

                       Type – Campsites – such as, Full Hookup sites, Serviced sites, Standard sites
                       Site/Cabin/Villa Status - including reserved, registered, closed, or held for administrative
                        reasons.
                       Geographic region – one of three regions within SCSPS structure.
                       Park – name of park
                       Campground Site Number – the campsite identification number within the park.
                       Cabin/Villa Identification Number – the number assigned to cabin/villa
                       Shade – Full, partial, none
                       Level vehicle pad (grade) – none, slight, moderate, severe
                       Total vehicle pad length – length in feet
                       Vehicle pad surface - asphalt, stone, grass, other
                       Tent pad size – none, small 8X8, medium 10X10, large 12X12, extra large
                       Cabin/Villa – fireplace, smoking, non-smoking, number and types of beds, ADA accessible


4.10.2 Grid Format

YES      NO

              The software must provide the option of displaying facility (dates and sites/cabins/villas) availability
              in a grid format for the following attributes:

                       All sites/cabins/villas on a grid format
                       From any starting date in the past to the maximum window in the future.
                       For any date range within the maximum reservation window
                       Indicate whether Open, Reserved, Closed, or Held
                       Operator has the option to printout any portion of the grid


4.10.3 Map System

YES      NO



              The software will provide for a map system for each park with the following minimum attributes:

                       A main park map showing the entire park
                       A detailed map of the campground/cabin/villa. The operator or Internet customer will be
                        able to identify proximity of each campsite/cabin/villa to park attributes including water,
                        restrooms, playgrounds, and other nearby recreation attractions, entrance to park, and public
                        roadways on this map.
                       Clickable hotspots to bring up maps of small park areas such as camp loops.
                       Each map will have a north compass arrow, and all maps for a particular park will be
                        oriented in the same direction, preferably north at the top.
                       Each site on the map at a minimum will display cabin/villa number, campsite number, and
                        status through symbols, color-coding, and/or alphanumeric characters.
                       Each campsite/cabin/villa will have a pop-up table showing all campsite/cabin/villa
                        attributes and is activated by clicking the campsite/cabin/villa on the map
                       Each campsite/cabin/villa map will have the ability to display a picture when clicking on the
                        campsite/cabin/villa on the map.


                                                   Page 24
4.10.4 Fee Information

YES      NO



              The software will be capable of handling fee information for all picnic shelters, community
              buildings, campsite, cabin and villa with the following minimum attributes. Picnic Shelter,
              community building, campsite, cabin, and villa descriptions that account for these factors:

                      Picnic shelter, community building or other facility number
                      Cabin/Villa number
                      Cabin/Villa type
                      Number of bedrooms
                      Types of beds included in cabin/villa
                      Amenities provided
                      Number of people who will stay in campsite/cabin/villa.
                      Smoking/Non-smoking cabins/villas
                      Fireplaces/No Fireplace amenity
                      Number of vehicles per site (fee may be collected at park)
                      Campsite type
                      Handicapped accessible
                      Discount types
                      Number of nights reserved / registered
                      Identifying and distinguishing between all types of use fees and income transactions,
                       reservation fees, cancellation fees, change fees, and point of sale items, discounted fees, and
                       registration fees.
                      Charging a reservation fee automatically for each reservation booked. This fee is in addition
                       to the use (camping, cabins, etc.) fee for all site types.
                      Providing for refunding of fees under specified circumstances.
                      Charging a reservation change fee automatically for each reservation changed. This fee is in
                       addition to the camping and cabin/villa use fees, and reservation fee and may be refunded
                       under specified circumstances.
                      Charging a reservation cancellation fee automatically for each reservation cancelled. This
                       fee is in addition to the camping fee and cabin/villa use fees, reservation fee and reservation
                       change fees but will not exceed the remaining deposit on hand, and may be refunded under
                       specified circumstances.
                      The ability for authorized personnel to override use fees, provided that reasons are
                       documented in a note section for financial auditing purposes.
                      All functions are consistent with GAAP, FASB and GASB accounting standards.


4.10.5   Tax Codes

YES      NO

              The software will be capable of applying up to ten tax codes that are specific to the park – by type of
              rental structure, or equipment.




                                                   Page 25
4.10.6 Gift Card

YES      NO

              The system will have the ability to sell and redeem Gift Cards. Provide guest the option of receiving
              a gift card in lieu of a refund.



4.10.7   Credit Card Security

YES      NO

              The Vendor must be Payment Card Industry Data Security Standard (PCI DSS) compliant and must
              provide SCSPS monthly compliance certification.



4.10.8   Credit Card

YES      NO

              The Vendor must be PCI compliant and the software will be capable of handling credit card
              payments at the call center, at all state parks sites, and over the Internet, and will have the following
              attributes.

                      Real-time, on-line verification to avoid customer callbacks.
                      Payment may be made by Visa, MasterCard, Discover Card, American Express or bank
                       debit cards.
                      The system users at the park or call center can enter the following credit card information:
                       credit card number, expiration date, card security code and name on credit card.
                      Data captures all payments, including transaction number, reservation number, and location
                       where reservation is taken.
                      Security of all credit card transactions.
                      The software must be capable of Instant Check Debit.
                      SCPRT reserves the right to add or delete credit card Vendors with thirty (30) days notice.




4.10.9 Querying Customer Information

YES      NO

              Software will be capable of establishing and querying for customer information having the following
              attributes:

                      Customer record will include: customer ID number, name, address, telephone number, email
                       address, fax number, car license number, and customer type (e.g. veteran, disabled, Park
                       Passport card holder)
                      Accept a zip code and automatically looks up and loads city and state information.




                                                    Page 26
4.10.10 Data Fields

YES     NO

             The software must be capable of allowing data fields to be designated either for mandatory or
             optional use by operators as determined by the SCSPS project manager. Data fields for site locations
             must be a minimum of 10 alpha numeric characters – unique identifier for field locations.



4.10.11 Agency Policies Prompt

YES     NO

             The software must have the capability to prompt the operator to explain information about agency
             policies to the customer.



4.10.12 Unsuccessful Internet Reservations

YES     NO

              The software must advise an Internet user who is unsuccessful in making a reservation because of
             established software parameters, the reason why the reservation could not be completed.



4.10.13 System Backup and Disaster Recovery

YES     NO

             The software must provide for complete system backup and disaster recovery of data, including
             recovery after a hard drive “crash” at the call center, Internet site or in-park system.



4.10.14 Modification of Data

YES     NO

             The software will provide for modification of arrival and/or departure dates, for extra vehicle
             permits, or change in the use of camper discounts (subject to SCSPS business rules). The software
             will recalculate the fees and the difference in fees will be collected or refunded.



4.10.15 Archival Capability

YES     NO

             The system will provide for archival capability for all transaction records. Records will archived for a
             period of up to five (5) years.




                                                  Page 27
       4.10.16 Reprinting

       YES     NO

                    The software will provide for reprinting of permits and marking these reprints “copy”.



       4.10.17 Receipt Printing

       YES     NO

                    The software must provide for the printing or validating of multiple copies, hard stock receipt, which
                    can be posted at a campsite, cabin, villa, picnic shelter, community building or other facilities.



4.11 Lodge Management Requirements


       4.11.1 Groups and Packages

       YES     NO

                    The software must provide a mechanism for booking group events and reservations




       4.11.2 Invoices for Group Reservations

       YES     NO

                    The software must provide a mechanism to track Corporate Invoicing and ageing for Master Billing
                    for Group reservations.



       4.11.3 Group / Golf Packages

       YES     NO

                    The software must have the ability to receive a single payment for multiple revenue centers.




       4.11.4 Adding a new Group Events
       YES     NO

                    The System shall provide a facility for the creation of a new Event as the Customer begins to plan for
                    their event.




                                                        Page 28
4.11.5 Making Reservations for Group Events
YES     NO

             The System shall allow one or more Reservations to be made for the Event.

             The System shall allow for multiple Reservations to be made at once in a single workflow.

             The System shall allow for more Reservations to be added to the Event later.

             The System shall allow for Reservations within the Event to be cancelled when such reservations are
             no longer required.

             The System shall allow for Reservations within the Event to potentially have varying stay dates.

             The System shall allow for Reservations within the Event to be individually managed as necessary,
             e.g. to perform such functions as shortening the stay, extending the stay, transferring to another
             site/room, or voiding the reservation.

4.11.6 Searching for an Group Event

YES     NO

             The System shall provide a facility for searching for Events based on search criteria specified by the
             User.




4.11.7 Viewing the Group Event Details
YES     NO

             The System shall provide a facility for viewing the detailed information of the Event including:

            The detailed listing of the Reservations made for the Event
            The communal POS purchases charged directly to the Event
            The POS purchases charged to each of the Reservations in the Event.



4.11.8 Negotiating the Price of the Group Event
YES     NO

             The System shall provide a facility for applying negotiated rates to the Reservations in the Event,
             thus overriding the regular rates that normally apply.

             The negotiated rate on a Reservation in the Event shall continue to apply even if the Reservation is
             shortened or extended.




4.11.9 Changing the Dates of the Group Event
YES     NO

             The System shall allow for the Event dates to be changed.

             When the Event's dates are changed, the System shall facilitate the automatic changing of the
             reserved dates for the Reservations in the Event subject to availability.


                                                  Page 29
4.11.10 Cancelling the Group Event
YES      NO

            The System shall allow for the Event to be cancelled.

            When the Event is cancelled, the System shall facilitate the automatic cancellation of the
            Reservations in the Event.




4.11.11 Charging Point Of Sale (POS) purchases to Group Event
YES      NO

            The System shall provide a facility for communal POS purchases to be charged to the Event.




4.11.12 Charging POS to a Individual Reservation
YES      NO

            The System shall provide a facility for POS purchases to be charged to individual Reservations in the
            Event.

            POS purchase to include but are not limited to:

            Golf Rounds, Restaurant meals,




4.11.13 Viewing the Group Event History
YES     NO

            For auditing purposes, the System shall provide a facility for viewing the Event history which shall
            display a sequential listing of transactions performed on the Event.

            For each Reservation in the Event, the System shall also provide a facility for viewing a sequential
            listing of the transactions performed specifically on that Reservation.

            For each POS purchase charged either to the Event or to a Reservation in the Event, the System shall
            also provide a facility for viewing a sequential listing of the transactions performed specifically on
            that POS purchase.




                                                Page 30
4.11.14 Generating a Group Event Bill
YES     NO

             For a Customer that requires one bill for the entire Event, the System shall provide a facility for
             generating the Corporate Bill to include billing for all the Reservations in the Event together with
             each Reservation's POS charges, and billing for the Event's communal POS charges.

             For a Customer that requires a separate bill for each Reservation in the Event, the System shall
             provide a facility for generating the Reservation Bill to include billing for one particular Reservation
             together with the POS charges on that Reservation. In addition, the System shall also provide the
             facility for generating the Event Charges Bill to include billing for all communal POS purchases
             charged to the Event.

             The System shall allow for a bill to be generated at any point in time, e.g. while the Event is still in
             its planning stage, while the Event is on-going, as the participants of the Event check-out, and
             days/weeks after the end date of the Event. Each bill generated shall provide current information of
             fees/charges, payments made, and payment due at that time of generation.

             Previously generated/printed bills shall be available for reference and re-printing.




4.11.15 Closing the Group Event
YES      NO

             When the Event is completed and settled financially, the System shall provide a facility for closing
             the Event. Once closed, the System shall no longer allow any actions/transactions to be performed
             on the Event or any of its Reservations, POS charges on its Reservations, and communal POS
             charges.

             If the Event was closed by mistake and some actions/transactions need to still to be performed, the
             System shall provide a facility for undoing the closure on the Event, thus allowing further
             actions/transactions to be performed on the Event or any of its Reservations, POS charges on its
             Reservations, and communal POS charges.



4.11.16 Group Event Notes/Alerts

YES     NO

             The System shall provide a facility for posting notes and alerts on the Event.

             The System shall also provide a facility for posting notes and alerts on the individual Reservations in
             the Event.




                                                  Page 31
4.12   Call Center and Internet Requirements


       4.12.1 Provide a TTDY telephone service for the hearing impaired.

       YES      NO



       4.12.2 Agents handling payments must be bonded.

       YES      NO



       4.12.3 Customer Data

       YES      NO

                     All customer and SCSPS data and information will be proprietary to SCSPS.



       4.12.4 Procedures and Training Manuals

       YES      NO

                     If requested to do so at the Vendor demonstrations, will you provide a copy of existing call center
                     procedures, and training manuals for the CRS and POS systems you currently operate.



       4.12.5 Internet Reservations

       YES      NO

                     Provide an Internet reservation site having real-time, self-service access to making, changing and
                     canceling reservation 7 days by 24 hours access, and payment by credit card with real time
                     verification, having the following attributes:

                               The format of the website page is subject to approval by SCSPS.
                               No advertising or links to other web pages, unless authorized by SCSPS.


       4.12.6 Confidentiality

       YES      NO

                     Protocols exist to assure confidentiality of all identity and other personal information of customers.
                     Customer information may not be revealed for commercial purposes. All data or mailing requests
                     must be approved by SCPRT.




                                                          Page 32
4.12.7 Telephone Access to Call Center

YES      NO

              Provide the following telephone access to the call center:

                      A primary toll-free telephone number accessible from anywhere within North America for
                       callers to inquire or make a reservation for any South Carolina State Park facility described
                       in this RFP. This number will be specific to SCSPS, and the rights to the number will revert
                       to SCPRT.
                      Provide a second toll-free telephone number for SCPRT staff to access the call center help
                       desk, and call center management staff from anywhere within South Carolina. This number
                       will be specific to SCPRT.
                      Provide a third toll-free telephone number and TDDY functionality for the deaf. This
                       telephone number will be specific to SCSPS and the rights to the number will revert to
                       SCPRT.


4.12.8 Call Center Staffing

YES      NO

              Operate a sufficiently staffed call center that will be open at least 360 days per year from at least 8:00
              am to 9:00 pm EST each day.



4.12.9 Correspondence

YES      NO

              Send out all written correspondence notices to customers within 48 hours of the completion of the
              transaction, in compliance with USPS regulations, including Coding Accuracy Support System
              (CASS)



4.12.10 Fulfillment of Correspondence

YES      NO

              All customer correspondence must be CASS Certified using USPS CASS




4.12.11 Delivery of Revenue

YES      NO

              Electronically deliver South Carolina‟s revenue to the State Treasures Office within 24 hours of
              recognition.




                                                   Page 33
4.13   Reservation Help Desk:


       4.13.1 Hours and Staffing

       YES     NO

                    Hours: At a minimum, the 1-800 telephone number Help Desk must be staffed at the Vendor‟s
                    reservation center between the following daily hours, 8am – 8 pm EST.



                    The Vendor must provide a Help Desk support number for any SCSPS personnel to call to report
                    problems. The Help Desk must provide a must provide a 24 hour/day, 7 days/week toll-free
                    telephone number for reporting problems. Call forwarding to pagers or auto-paging may be utilized
                    during off-hours.



                    There is no limit to either the number of people or the number of calls that can be made to the Help
                    Desk.



                    The Vendor will keep a log of any and all calls made to the Help Desk and fully document the
                    complaints and what actions were made to correct the problems. No additional or separate costs will
                    be charged for the support of the Help Desk.



       4.13.2 Response Time

       YES     NO

                    The Vendor agrees to take appropriate actions as outlined in the following “Response Time”:



                    Response times are separated into two categories, Emergency and Non-emergency.



                    Emergency – anything that prevents the reservation or registration of a camper/cabin/villa guest. For
                    emergency situations the Vendor is required to provide a notification of status by a process to be
                    agreed upon by SCSPS and the Vendor, every two hours until the problem has been resolved.



                    Non-emergency - anything in the system that does not function properly but falls outside the
                    definition of an emergency. For non-emergency situations the Vendor is required to provide a
                    notification of status by a process to be agreed upon by SCSPS and the Vendor, every week until the
                    problem has been resolved.




                                                        Page 34
4.14   Financial Requirements


       4.14.1 Identify Funds

       YES     NO

                    The Vendor‟s system must be able to identify funds due to the State of South Carolina the day
                    following the transaction.



       4.14.2 Settlement of Funds

       YES     NO

                    Funds must be settled through an electronic deposit of gross receipts, Vendor‟s fees will be billed on
                    a monthly basis. The Vendor will provide daily settlement to the State of South Carolina such that
                    the proceeds from the payment and credit records are deposited into the specified State bank
                    account(s) no later than the next business day after the payment and credit records are identified as
                    State funds.



       4.14.3 Liquidated Damages

       YES     NO

                    In the event that Vendor fails to maintain continuous services during normal hours of operations due
                    to the fault of the Vendor, the Vendor shall pay to SCPRT as liquidated damages, $5.00 per minute
                    until the system is operational. The Vendor shall pay any liquidated damages within 30 days from
                    receipt of notice.



       4.14.4 Risk of Loss

       YES     NO

                    The Vendor agrees to be responsible for full risk of loss for any funds received as payments on
                    behalf of the State of South Carolina until remitted to the specified State‟s bank account(s). Vendor
                    agrees to supply proof of insurance from the Vendor‟s insurance carrier documenting an extent of
                    liability coverage (performance bond) of $300,000 at a minimum. Such coverage must remain in
                    effect throughout the term of this contract. This requirement will be reviewed no less than annually
                    to ensure adequate protection of state funds. The Vendor must agree to be contractually responsible
                    for full risk of loss for any funds received for reservation on behalf of the State until remitted to the
                    Office of the State Treasurer account(s).



       4.14.5 Revenue by Source

       YES     NO

                    The Vendor‟s system must identify revenue by source using at least 20 numeric characters, park
                    location using at least 10 alpha/numeric characters, the funds using at least 5 alpha/numeric
                    characters, and settlement date using MM/DD/YYYY.


                                                          Page 35
4.14.6 Integrate Credit Card Transactions

YES     NO

             Software must integrate credit card transactions with reservation and transaction data. More
             specifically, if the processor declines a credit card transaction, the system must require the user to
             choose another credit card number before allowing completion of reservation.



4.14.7 Credit Card Processor

YES     NO

             The Vendor must use and map to the State Contract vendor First Data for credit card processing.
             The Vendor is responsible for all fees.The Vendor‟s credit card processor must guarantee funds from
             credit card transactions transmitted directly through the call center, walk-in and Internet.



4.14.8 Hold Harmless

YES     NO

             The Vendor agrees to indemnify and hold harmless the State of South Carolina, and any Agency
             authorized to receive services under this Contract, and the employees of the State of South Carolina
             and said agencies, from and against any and all claims, losses, costs, damages, liabilities and
             expenses related to this Contract, which results from:

                      A failure by Vendor or its subsidiaries, affiliate, agents, subcontractors, representative or
                       employees, to comply with any applicable federal, state or local law, rule or regulation.
                      The negligent act or omissions or the breach of contract by Vendor, its subsidiaries,
                       affiliates, agents, subcontractors, representatives or employees.
                      Fraudulent or intentional acts by the Vendor, its subsidiaries, affiliates, agents,
                       subcontractors, representatives or employees.


4.14.9 Credit Card numbers and encryption

YES     NO

             Credit card number and expiration dates must be encrypted. No more than the last four (4) digits of
             the credit card number can be displayed on transaction receipts and the expiration date must also be
             masked.



4.14.10 Invoices

YES     NO

             If applicable, Vendor will send invoices so that they are received by SCPRT no later than seven (7)
             days after the calendar month billing period ends.




                                                   Page 36
         4.14.11 Audits

         YES      NO

                       The Vendor agrees to allow auditors of the State or SCPRT to audit the bank account holding South
                       Carolina funds and all other applicable records held by the Vendor and SCPRT relating to any and all
                       correspondence and transactions as they relate to the contract, whether by hard copy or electronic
                       version.



         4.14.12 Hard copy Records

         YES      NO

                       Hard copy records and electronic accounting data will be retained by the Vendor for the life of the
                       contract.




5.       Tab 5 Functional Requirements


The following are considered minimum requirements for evaluation. The Proposer is encouraged to develop and discuss
unique technological resources, alternative avenues and/or technology not specified in this RFP. If necessary, prepare a
supplement that describes unique approaches, the benefits of such and all the associated costs.



5.1      Call Center Service Expectations


The successful Vendor will design and implement a Call Center that will provide reservation / registration services to state
parks visitors and the state parks. Telephone requests for all accommodations reservations will be provided through a toll
free telephone number(s) provided by the Vendor and agreed upon by SCSPS with an automatic call distribution network
established and paid for by the successful Vendor.



The call center must be staffed in-house by the Vendor by fully-trained operators knowledgeable of South Carolina state
parks and facilities, rules and regulations, fees, customer types, use pattern, and South Carolina state geography, place
names, routes and means of transportation.



Call center staff will furnish current site availability information to customers to make, change and/or cancel reservations.
The call center is to direct callers to other State Parks when the facility originally requested is full. The call center will
provide confirmation and cancellation numbers and letters to customers for each, as well as cancellation letters for system-
initiated cancellations. All correspondence sent from the Vendor must have a post mark from within the state of South
Carolina, and use stationary approved by SCSPS.



The call center will appear to the general customer as being operated by SCSPS. The call center must be adequately staffed
and must be open at least 360 days of the year from the hours of 7:00 AM to 10:00 PM (Eastern Time Zone) each day.



                                                            Page 37
The call center will be responsible for managing all revenue in take generated by reservation activity and must accept credit
cards, debit cards tied to a bank, money orders, and instant check debit, but no mailed in checks. The call center must
electronically deliver South Carolina‟s revenue to the State Treasurer‟s Office within 24 hours of recognition. The Vendor‟s
call center may keep on deposit in an agreed upon banking account, sufficient State funds to provide for refunds (funds to
revert back to the State at end of or the termination of contract). The Vendor and SCSPS will mutually agree upon the total
amount of funds kept on deposit.

5.2      Information Calls
“Information” calls are those calls from customers requesting information about the park system, particular parks, park
policies or calls that generally do not result in a reservation. Proposer must specify how they intend to divert any
information calls beyond requests for basic reservation information back to SCSPS or a designated number in a convenient
manner for customers and SCSPS staff. SCPRT maintains its own telephone and web-based information services.



5.3       Equipment and Resources
Proposals must include all software, software development, hardware, hardware installation, network connectivity, process
re-design, and system integration services required for the solution to be fully operational. All solutions components will
be fully functional including servers, user workstations, communications, operating systems, protocols, applications, file
formats, and any graphical user interfaces (GUI). SCSPS will supply the basic personal computer (PC) interface, wide area
network (WAN) connectivity and maintenance at the local park office.



Proposer must describe a solution comprised of features demonstrating consideration of project planning, customer needs,
park and administrative requirements and data safety. SCSPS is seeking a proven software solution for centralized
reservations, as opposed to a “start from scratch” or highly customized software, such that the system will demonstrate a
high degree of compatibility between the components, particularly between the successful Vendor‟s call center application,
the central reservation database and the park registration system components, while providing reservations and registration
data access for park users, supervisors and SCSPS administration.



5.4        Database Design, Development and Management
The successful Vendor will design a centralized database management system using ORACLE, Sybase, Microsoft SQL
Server, Informix, or an equally powerful relational database management system (RDBMS) to manage the reservations data
originated by the call center, state park or public using the Internet for access by all users. Parks must have the capability of
adding new registrations, provided that sites are available, for people arriving at the park without prior reservations. All
information about these new registrations must be immediately inserted into the database. At a minimum, the logical
database design will incorporate park inventory, including campsite maps, ADA accessible site designations, cabins and
villas, all reservations data originating from call center reservations, Internet web-based reservations and on-site park
registrations. All reservations activity (call center, park or web-base) will be site specific. The database and
reservation/registration applications will support the tracking of designated ADA accessible sites for accommodating
reservations and park registrations by the disabled. A public accommodations facility inventory including camping area
maps will be prepared by SCSPS and provide to the successful Vendor prior to joint applications development.



The proposer will prepare an entity relationship diagram with supporting design information, data dictionary and
documentation for the proposed central reservation database. SCPRT will require database access for running queries by
qualified agency personnel.




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The successful Vendor will develop and implement the physical database and will manage the data. All information will
remain the property of SCPRT. The successful Vendor and any subcontractors or employees shall neither use nor share any
information or data for any purpose or services they may provide to third parties without obtaining prior written permission
to do so from the project manager and SCPRT, nor shall any such information in any form be made available for sale or
sold without the written approval of the Director of South Carolina Department of Parks, Recreation and Tourism. The
Successful Vendor will be responsible for ensuring data integrity and redundancy of the physical database. The Successful
Vendor will prepare and provide to SCPRT system reports for park program management, financial reporting and contract
audition. All financial aspects must meet Generally Accepted Accounting Principles as determined by the Governmental
Accounting Standards Board and American Institute of Certified Public Accounts.



The Successful Vendor will be responsible for converting all existing campsite and cabin reservations into the new Central
Reservation System database.



5.5       Application Design and Development
The Successful Vendor will license or develop and employ real-time centralized reservations application for operation by
call center staff, state parks staff, and the general public via the Internet at Proposer‟s expense. The application will be the
property of the Successful Vendor. This application will automate prompt information captured during customer
transactions, including reservations, reservation modifications, and reservations cancellations. The overall application will
handle all the monetary transactions managed at the call center, state parks and general public using the system via the
Internet. Park-based users will interact with the application via a web-browser for processing of all park registration
information (e.g. visitor registrations), The Successful Vendor will present design documentation for this application to
SCPRT for review and concurrence prior to application purchase or development. The Vendor will provide the most current
application version and/or upgrades available at the time of System “Go Live” production.



5.6       Application Upgrades
All software upgrades, intermediate patches or programmed temporary fixes to the central reservation system application,
web-based applications and/or local user applications will be continuously performed or made available as such upgrades,
fixes or version revisions evolve. All such upgrades will be thoroughly tested before applying to the productions system,
central database or field applications. The cost of such upgrades or fixes shall be borne by the successful Vendor.




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5.7       Security
The successful Vendor‟s system must provide a level of security that will minimize the loss or improper alteration of
records and any improper system usage. All users will have an operating system level login and password. The system will
facilitate validating users and/or groups and their security permissions to the menu level.



Exposure risks such as update, delete, or alteration must be controlled. There must be park dependent security level for Park
Managers needing to add or remove inventory for which they are responsible. Where ever change authorities are allowed,
an audit trail must be produced. Proposers will identify risk to the database and design minimal risk strategies and
safeguards to protect each system component. Proxy/firewall protections must be employed so that the Internet business
connection is restricted to that system. Discuss sensitive/confidential information encryption and protection with regard to
cache protection and purging. Any change or upgrades to the system must include a documented risk analysis. Successful
Vendor will devise and use a daily data backup as part of scheduled preventive maintenance. Discuss archival retention and
scheduling. The successful Vendor will provide the capability to query historical data.



Proposers shall provide a Disaster Recovery Plan as part of the proposal, addressing all the functional system components
(hardware, database, applications, communications, and personnel). The disaster recovery plan shall keep service breaks to
a minimum, whether such breaks are due to storms, power outages, software malfunction, or equipment failure.
Redundancy, reliability, and scalability require that the successful Vendor provide at least two physical locations capable of
providing all services of the system. Proposers will respond to the following scenario:

        A call center outage has occurred. Telephone service has been cut. Describe the steps to be taken to restore system
         service including customer service and data communications with SCSPS. Discuss the length of downtime.


5.8      Wide Area Communications and Connectivity
The system must provide for data access and exchange between the centralized database/call center operations and SCSPS
administration and state parks reservation/registration subsystems. The system must provide for remote monitoring of call
center operators by SCSPS staff.



Proposers must describe how state parks users will be provided with anytime/real-time data access and exchange services
and how reservations/registration data exchange with the central database will be accomplished. System functionality must
address communications needs in a manner that does not compromise staff time or system performance and stability. The
state parks will register visitors and make future reservations on-site for available accommodations and the data generated
must be used to update a centralized database in real-time. Temporary database access interruptions must not prevent parks
from capturing registration/reservation information for later processing. For SCPRT and SCSPS administration, the system
must allow interaction with the entire database including management and financial information for purposes of contract
performance and financial auditing by the agency. Performance standards must be developed and included that describe
these situations.




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5.9      System Adaptability and Park Changes
South Carolina State Parks are continuously changing in ways that affect the facilities offered to the public. The system
must be adaptable to both planned and unexpected changes in site inventory availability, park system additions, and special
promotions as implemented by the agency. In addition, the system must be flexible enough to accommodate multiple
pricing categories due to seasonal pricing, discounts, and promotions. The system must be adaptable to future growth of
reservable inventory and the potential for inclusion of park-based tours, special events, meeting facilities, community
buildings, picnic shelters, and concession offerings as part of the reservable product available to customers. SCSPS will
determine the number of campsites, villas, and cabins that may be reserved at each park. The system must allow SCSPS to
change the number of campsites, villas, cabins, picnic shelters, community buildings and other facilities subjected to
reservation.



Proposers must describe how the system will manage the following scenarios:



        Park Closing - A park is closed temporarily, or facilities within a park are temporarily or permanently
         deactivated. Describe how customers will be notified of reservation cancellations and assisted in finding alternate
         state park accommodations. Describe how the system will stop taking reservations/registrations for the park and or
         park sites during the service interruption.
        New Park Facilities Open – SCSPS notifies the Vendor of new facilities being offered to the public. Describe
         how these and other facilities will quickly be incorporated into the system.
        Seasonal Fees – Describe how multiple pricing categories and seasonal fees/coupon promotions will be
         accommodated by the system.


5.10      System Support
Responses to the RFP must include provisions for on-site support services during the implementation of the system.
Specifically, the Proposer must discuss how local user support during installation, testing, and training at each state park
installation will be accomplished.



Personnel provided by the successful Vendor must be knowledgeable of the products(s) provided and be capable of
assisting SCSPS with execution and successful completion of components installation, configuration, and tuning in each
park. Personnel provided by the successful Vendor must provide SCSPS with programming and design services sufficient
to implement any modifications, interfaces development, fine-tuning of the hardware and software configurations and
provide any performance monitoring tools necessary for continued successful systems operation.



The successful Vendor must provide continuous system support and sufficient maintenance of all system components after
the system has undergone evaluation and acceptance to ensure continued operation of the call center, communications
infrastructure and park-based components for the duration of the agreement. SCSPS will maintain state parks hardware.




                                                            Page 41
5.11      Training
The implementation of a central reservation system will call for the re-design of current work patterns in parks, therefore
training is crucial to the success of this project. The successful Vendor will be responsible for technical and end user
training to SCSPS employees located in the parks, Welcome Centers and SCPRT management staff located in Columbia,
SC. In addition, the successful Vendor is responsible for initial and recurring training of its call center staff.



Park end users must be trained in the operation of all system components before the system is in production. Training must
be designed, prepared, and presented to address issues and topics relating to:



        “Train the Trainer” continuing education
        Help Desk protocols
        A general overview of the proposed system, its functions, capabilities, limitations, components, physical layout.
        Usage, operation and preventative maintenance of system hardware, software and all communications
         components: system logon/logoff, menus and applications processing, data input/output, storage and backup,
         system priorities and user overrides.
        An overview of the design, usage and care of all software applications.
        Walk-through of common field-oriented processes (e.g. reservations processing and cancellations, walk-in
         registrations, site changes, early departure, extending stays)
        Report generation and distribution
        Troubleshooting and problem resolution procedures, error messages, help features and inquiry functions.


On-site park training is preferable, but due to the number of parks and distances involved some form of “Train the Trainer”
education may be necessary to balance cost and efficiency. The successful Vendor must provide written operation manuals
to be used by SCSPS employees and must construct and prepare all training courses, material, and aids to a level and
format appropriate to the following groups:



        End user, including, park staff, park managers, PRT central office staff, and management
        Hardware and software maintenance and support personnel
        Data management and support personnel
        Communications network and systems management personnel
        Successful Vendor‟s call center staff


The successful Vendor must provide initial training for qualified SCPRT personnel in those aspects of the system software
that relate to query language and database maintenance. Participants must be able to create, modify, store, retrieve and print
a simple query as well as standard reservation and accounting subsystem reports.



5.12      Help Desk
Successful Vendor must provide a toll-free help desk telephone number along knowledgeable help desk staff able to resolve
system related problems, including, but not limited to, application usage, data exchange and communications assistance,
data queries, reservation problem resolution and financial/management/audit reporting support for any SCPRT personnel.
Help desk must be available at all times during park operating hours and at times necessary for system maintenance without
limit to either the number of people or the number of calls that can be placed to the help desk. The help desk will function
to solve problems not just log problem calls.




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5.13       End User System Documentation
Successful Vendor must provide SCSPS with user and procedure manuals in printed format as well as in an electronic
format (and periodic supplements as changes are made) addressing all elements of the system concerning the parks end
users. The manuals will be approved by SCSPS and will contain, at a minimum, procedures for handling all end user
operations, data exchange, system transactions, and problem resolution. Manuals will be available to all end users prior to
staff training.



5.14      Monetary Transactions and Revenue Management
Reservations will be accepted by telephone, Internet and walk-in. Reservations will be accepted by telephone and secure
Internet connections if payment is by credit card or by instant check debit. The successful Vendor will be responsible for
processing all monetary transactions (with the exception of walk-ins paying by check) for reservations obtained by using
the system. This includes collecting accommodations charges, reservations cost and any applicable South Carolina state and
local sales and usage taxes, as well as processing cancellations, changes, refunds and confirmations.



The reservations cost will be that part of the customer transaction included in the fee charged for the services provided by
the central reservation system. The balance of the transaction will constitute accommodations charges due to SCPRT. The
successful Vendor will collect all applicable charges when a reservation is made.



Customers will be allowed to make payment by certified or personal check (at park locations only), money order, VISA,
Master Card, Discover and American Express credit cards, gift cards and any promotional coupons issued by the Agency.
Only credit cards types approved by the Agency will be used for transactions. All credit card transactions will be securely
processed through the system and all will undergo on-line verification prior to reservation confirmation. Customers paying
by credit card must be informed that their credit card account is being charged the applicable fee at the time the reservation
is made. Reservations made by credit card will be confirmed at the time the reservation is made. No costs associated with
credit card sales, nor liability for any sales by the proposer through fraudulent credit cards or dishonored checks accepted
by the Vendor, shall be borne by the State. The Vendor is responsible for notifying customers for any credit card declines
and mailing a non-confirmation letter to the customer. Transactions made by credit card must be refunded by credit card
transaction. The Vendor may utilize the State of South Carolina credit card contract.



SCPRT reserves the right to add or delete credit card Vendors with thirty (30) days notice.



All transaction revenue will be deposited daily to specified Agency accounts. The successful Vendor will tender
reconciliation reports and periodic invoicing for payment. Individual monetary transactions must be sufficiently traceable
from beginning to end to satisfy State audit requirements. SCPRT will require database access for running independent
queries by qualified agency personnel.




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5.15        System Evaluation and Acceptance


Final system acceptance by SCSPS will be based on the successful accomplishment of system performance standards tests
that are to be proposed as part of this submittal. In addition, the proposer will prepare a system evaluation and acceptance
plan for implementation after the call center operations begins live production describing proposed call center features and
procedures, service descriptions, management qualities, and other character measurements that will describe and assure the
accomplishment of SCSPS business and system objectives and uniquely qualify the proposer to provide the system.



5.16        Proposed Fee Based Deliverable Pricing


The Central Reservation System will result in a reservation fee based price, and deliverables based contract for work
performed. The CRS maintenance and support will be paid for by one of the following options.



       1.   The vendor will be compensated entirely through reservation transaction fees (fee per reservation) for all
            campsites/cabins/villas, picnic shelters and other rental facilities for all rentals at parks utilizing the CRS.
       2.   The vendor will be compensated entirely through a daily campsite/cabin/villa, picnic shelters and other rental
            facilities rental surcharge fee for all rentals at parks utilizing the CRS.


Vendors must provide pricing response for all both options.



In order for SCSPS to compare pricing strategies, vendors are to use the following criteria.



       a.   SCSPS has 2872 campsites with 353,758 rental nights in FY07-08
       b.   SCSPS has 230 cabins/villas rooms with 44,872 rental nights in FY07-08.




                                                               Page 44
            Central Reservation System                                    Transaction Fee

                        Option 1

Cost per reservation transaction made at the call
center

Cost per reservation transaction made at the Internet
Site

Cost per reservation transaction made on site at a
Park

Cost per cancellation

Cost per reservation change

Cost per other transactions: (list)



            Central Reservation System                                    Transaction Fee

                        Option 2

Cost per reservation transaction (fee per rental night
/ day) regardless of sales channel



Changes in fee structure and/or Vendor compensation will be negotiated prior to exercising the final contract.



Vendors are asked to provide information and cost on their ability to provide an electronic “Gift Card” option to the central
reservation.



Vendors are asked to provide pricing for their offered POS solution. SCSPS reserves the option to not procure a POS
solution.




                                                           Page 45
5.17       Implementation Plan, Schedule and Project Management


The successful Vendor schedule should reflect all the time needed for satisfactory design, development, installation,
training, and testing of the system. The successful Vendor must provide a transition plan for transferring existing, manual
park reservations into the new system database.



The successful Vendor must provide a project plan and implementation schedule incorporating all elements of the project
and demonstrating how the project will be managed to completion while meeting the fundamental requirements.



The plan must be in the form of a chart, (preferably a Gantt chart) showing the estimated start and end dates of all subtask,
clearly and simply reflecting the responsibilities of the Vendor and any and all subcontractors and any dependencies or
expectations that the Vendor has of SCSPS or others that may affect the project over time.



At a minimum the project plan must include the following:

          Major project phases
          Major activities / tasks within each phase
          Timeframe for each phase and task(s)
          Major project milestones
          Quality assurance checkpoints
          Deliverables for each phase
          Risk assessment mitigation
          Methodology
          Responsibilities and person-hours estimates of effort for each deliverable and work activity, showing the Vendor
           and State Project Team effort separately.
          The successful Vendor will provide the SCSPS project manager monthly status reports as well as updated Gantt
           chart(s).


5.18       System Performance Standards


The proposal must include thorough and detailed system performance standards, providing quality customer service to
those using the system and best benefit to SCPRT in acquiring the services. The selection committee will evaluate the
proposed standards for reasonableness and ease of monitoring by SCPRT. Before entering into a Service Level Agreement
(SLA) with SCPRT, the Vendor will ensure compliance with the adopted standards, which will be assessed for purposes of
formal system acceptance and will be routinely monitored thereafter by SCPRT for meeting the terms of the SLA and for
determining a basis for extending the base contract term.




                                                            Page 46
Proposed system performance standards shall address the following:



    1.   Responsiveness of the call center service from the perspective of the reservation customer. Examples include but
         are not limited to:
               Telephone Service Factor of 80% average per week (Monday through Sunday) or better with all calls
                   answered within an average of 20 seconds with a live operator.
               Callers waiting for the next available operator will receive a system generated message indicating
                   expected hold time and SCSPS approved information.
               No caller will be told to hang up and call back later. All calls will be answered in the order received.
               Maximum acceptable number of busy-outs per completed call per hour. The goal is to have 0% busy-
                   outs.
               Maximum number of calls abandoned per hour. The average weekly abandoned call rate will not exceed
                   5%.
               The average weekly (Monday through Sunday) wait time for an operator will not exceed 30 seconds.
               No caller will be in a queue more then 180 seconds without being connected to an operator who must
                   fully process their reservation needs.
               Maximum acceptable telephone time per reservation, including time to reach a live operator (queue
                   length), time to initial answer, time on hold and conversation time should not exceed 20 minutes.
               All campers with confirmed reservations or reservation changes must be sent a written reservation
                   confirmation when the arrival date is more than seven (7) days after the reservation or change is made.
               A reservation number will be given orally to all callers.
               The Vendor must process reservation and change confirmations within forty-eight (48) hours of payment
                   receipt. The system must log the number and types of changes made to each reservation. Reservation
                   changes include changes in dates or parks.
               All cancellations shall be sent written notices of cancellation. All declined reservations shall be sent
                   written notice of non-confirmation. All confirmations, non-confirmations and cancellations must be
                   generated by the reservation system software.
               The Vendor will provide after-hours answering with appropriate recorded messaging about South
                   Carolina state parks, as approved by SCSPS.
               The Vendor must supply a TDD capability in compliance with the Americans with Disabilities Act
                   (ADA) at the reservations center such that a hearing impaired individual may utilize all services provided
                   to the public. The TDD capability must also utilize a toll-free number.
               Written procedures will be in place for handling complaints, inquiries and comments regarding call center
                   personnel; an automated problem resolution log will be maintained and reported monthly to SCSPS‟s
                   project manager; callers will be able to reach a supervisor or administrator while still on line during a call
                   and complaints received by supervisors or in writing are to be documented and kept on file and reported
                   monthly to the project manager; customer complaints are to be followed up with a letter of explanation to
                   the customer with a copy to the project manager.




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2.   Responsiveness of the call center service from the perspective of SCPRT. Examples include, but are not limited to,
     evaluation of the contractor performance, including work products, services, personnel, resources, facilities, etc.,
     to endure satisfactory quality and compliance with the contract performance requirements.
           The successful Vendor will provide On-line Call Detail Reporting (OCDR) and Automatic Call
              Distribution (ACD) reporting. SCSPS will have full access to the OCDE and ACD reporting system and
              all CRS-related reports. Report distribution method (email, US mail) to be decided upon by SCSPS at a
              later date.
           The successful Vendor will provide SCSPS with the ability to dial into the ACD reporting system to view
              “real time” reservation program activity.
           SCSPS will monitor adherence to quality operator/customer service standards. SCSPS reserves the right
              to review the reservation results of all calls.
           SCSPS required a monthly abandonment percentage that will not exceed five percent (5%). SCSPS
              reserves the right to terminate any resulting contract for call center operations, should the Vendor‟s
              average monthly abandon rate exceed 5%.
           Guarantee a 95% or greater busy-free access to operators and agents at all times.
           All calls will be answered within four rings.
           Answer 90% of calls in holding queue within 30 seconds.
           All inquiries (domestic and foreign) must ensure validation of caller addresses, including compliance
              with standards utilized by USPS.
           The successful Vendor shall arrange that the long distance carrier provide monthly, direct reporting to
              SCSPS of all calls made to the toll-free phone numbers.
           At minimum, invoice for toll-free inbound services must include the following: toll-free business number,
              date and time of call, time duration, origination number, location of city and state of callers, and the
              amount of call.
           Weekly reporting: showing daily data and cumulative fiscal year totals.
          1. Agent staffing reports (per hour)
          2. Telephone Service Factor: percent of accepted calls answered within an average 30 seconds by a live
              operator
          3. Block Call (ring busy) Total Report
          4. Total Calls Answered Report
          5. Abandoned Calls Report
          6. Call Length (average direct call processing time)
          7. Average Speed of Answer (the total waiting time for all calls answered, divided by the total number of
              calls answered).
           The system will track reservation denials due to site unavailability; logging the relevant park and site and
              time period requested. The system will identify reservation requests that were successfully redirected to
              other sites in the State Parks system.
           SCSPS project manage will be notified immediately of any problems resulting in the inability to accept or
              process reservations.
           The successful Vendor will notify SCSPS project manage and the local park manager when park specific
              programs have been corrected.




                                                       Page 48
3.   Performance of the data management system (central reservations database and communications infrastructure
     to/from park offices). Examples are:
           The successful Vendor may not intentionally shut down the system without prior approval of SCSPS.
              This does not apply to failures or situations beyond the control of the Vendor‟s preventive maintenance.
           The successful Vendor will notify SCSPS in writing at least forty-eight (48) hours in advance when it is
              anticipated that central servers will be taken off-line for maintenance.
           The successful Vendor will notify SCSPS of potential and actual problems and failures, such as
              equipment failures, unexpected overloads, significant customer or service complaints greater than thirty
              minutes duration. Serious complaints or problems will be reported to the parks involved and SCSPS
              contract manager as soon as possible.
           The successful Vendor will not purge any files from the system without written approval of SCSPS.
           Download/upload duration
           Download/upload error criteria
           The system must allow changes in the number of reservable campsites, cabins, and villas by authorized
              SCSPS personnel. Such changes must be implemented within twenty-four (24) hours of SCSPS
              notification.
           Any database information changes in campsite status as a result of a reservation, a cancellation or a
              change must be immediately available for inspection by the affected park.


4.   Training standards and education, both initial and continuing, for call center operatives and local park users.
           All telephone operators must have clearly understood telephone voices and effective marketing
               techniques.
           SCSPS retains the right to approve any operator scripting, presentation phrasing, or techniques of
               customer interaction.
5.   Support standards, including guaranteed response times and procedures.
           The successful Vendor will keep a log of any and all support calls and issues, fully documenting
               complaints and reported problems, including the actions taken, the results and the date the issue was
               resolved. The log will be made available to SCSPS on request.
           Support response will be separated into emergency and non-emergency conditions. An emergency will be
               anything that prevents the reservation or registration of a camper:
               1. The successful Vendor will provide problem status notification every two hours to the complainant
                    and to SCSPS project manager until the emergency is resolved.
               2. The successful Vendor will have an emergency problem escalation plan which will include the
                    names and numbers (phone, cell, pager, FAX) and contact times of individuals that will be contacted
                    during extended problems.
               3. Non-emergencies will be anything not fitting within the definition of an emergency. The Vendor will
                    provide problem status notification to the complainant and SCSPS project manager at least once a
                    week until the problem is resolved.
6.   Minimum monthly gross sales reporting and evaluation of all operational aspects, listing all complaints,
     observations and transaction audits, including voided transactions, shortages, overages, fee collected, refunds,
     transfers, cancellations, receipts and payment distributions to SCPRT.
           The successful Vendor‟s system must reconcile on a daily basis all CRS revenues with system generated
               transaction numbers by park and by District designation. Park Managers, District Managers and
               department administrators must have the capability of viewing, but not changing, the appropriate units
               reconciliation reports.
           Each reservation will have its own unique identification number. A single reservation may have multiple
               transactions numbers based on changes but the numbers will be correlated with the original reservation
               for auditing purposes.
           All financial details must be available to SCPRT through detailed or consolidated reports. The system
               must retain monthly summary financial and attendance information on-line for a minimum of five (5)
               years. All financial information will remain the property of SCPRT. It will not be used for any purpose
               without the written approval of the Director of South Carolina Department of Parks, Recreation and
               Tourism.
           The ability to drill down an obtain detail information that generate revenue by payment source. Retrieve
               all reservations by date of payment and or type of payment.




                                                      Page 49
     7.   Financial reporting of sales and independent annual audit verification will be performed by a Certified Public
          Account. The successful Vendor will be required to demonstrate easy to use report generation that follows
          generally accepted business and financial practices and that satisfies SCPRT office of State Park Service, Finance
          and Internal Audit, and the State of South Carolina audit requirements.
               SCPRT at its discretion will audit all revenue collections or systems impacting revenue flow into the
                   agency. To ensure the integrity of the revenue system the audit will reconcile all voided transactions,
                   overages, refunds processed and revenue collected to the amount of net proceeds deposited into SCPRT
                   accounts to the total transaction numbers used.
               An annual Fiscal Year profit and loss statement of all operations pertaining to the contract.
               An annual audit of all systems impacting revenue flow to the agency.
               Regular, annual reports and audits will be prepared by a currently licensed Certified Public Accountant
                   approved by SCPRT.


The successful Vendor must propose clear and useful standards for any additional performance criteria needed to evaluate
system operations. The Agency reserves the right to require a performance bond and include liquidated damages under any
contract that results from this RFP. The Agency reserves the right to impose termination of convenience standards in any
contract resulting from this RFP.


6.        Tab 6 Point of Sale (POS) Requirements

SCSPS is seeking an optional Point of Sale (POS) component. Vendors are encouraged to respond to this section if they
feel they have a solution that meets or exceeds SCSPS requirements.



Please address the following questions.

     1.   Setting up inventory:
                How many categories, sub-categories, and user defined classification levels does the system allow
                How is inventory defined – does the system support non-inventory, service or discount items?
                Does system support Grids?
                           1. If a Vendor carries an item in several colors or sizes and the location does not carry that color
                                or size, do the items the location does not carry still appear as items in the system?
     2.   Can inventory be transferred from one location to the other?
     3.   Inventory Security: What prevent anyone from being able to manipulate another locations inventory / pricing?
     4.   SKU:
                One SKU to many vendors. (Example, 12oz Coke comes with a bar code but is purchased from various
                   Coke distribution companies) and many vendors to one SKU at the same location. (Example, we get
                   Lance crackers from John Crackers this month but next month they come from Bob Crackers. Since both
                   are selling a product with the same pre-printed SKU on the packaging it needs to be able to accept it).
     5.   UPC Codes
                How does the same product with the same Manufacturer‟s UPC code get set up for different sales
                   locations.
                What kind of UPC code is used for items with no Manufacturer‟s UPC code
                How many UPC codes can be set up for an individual item.
                Can you scan UPC codes to set an item up in Inventory?
                Can the same product with the same manufacturer‟s UPC code be sold at different prices at different
                   locations
                Can you scan items being received by UPC codes
     6.   Physical inventory: Can the Count list be sorted by different categories, such as store location? What is the
          processes for physical inventory count and adjustments
     7.   How does the system handle items bought by the case but sold individually?
     8.   If a product is already set up in the system, can another location use the same product
     9.   Transfer of items: The transfer of item between locations at a park, checks and balances to insure the transfer is
          complete. Transferring the cost of goods from one location to the next, with in a park or from park to park.
          Transfer goods from the warehouse to parks. Is there a in-transit for merchandise report, and how is it handled


                                                             Page 50
    10. Rentals of non-inventory items: How the system will handle the retail of boats, rod and reels, etc. Is the system
        able to keep track of hour rates? and charge accordingly.
    11. How does the system handle damage goods?
    12. Markdowns and price adjustments: Can promotions and/or markdowns be timed to start and stop on certain dates
        automatically?
    13. How dose the system handle different price of same product at different locations within the same park and at
        different parks?
    14. Bait Sales: I need to be able to not only sale minnows in increments of less than a dozen, but also be able to "write
        off" in less than dozen increments. In the former system, I could only use increments of a dozen when dealing
        with bait.
    15. Can the system handle three decimal point sales as for gasoline at $2.999 per gallon?
    16. Does the system do Quick Receives and Purchase Orders if so describe the differences.
    17. How does the system handle milk deliveries?
         If two milks are out of date and those two are replaced and one extra milk is given, is there away to show that
             two were taken and three were added?
    18. How does your system calculate / report on tax inclusive items.
    19. Does the system add tax to non-taxable items such as gasoline?
    20. Will the system sell in the negative?
    21. Does the system provide a negative alert, preventing selling one item for another that has been scanned incorrectly
        or mislabeled.
    22. Returns: How is the merchandise processed? What if we are unable to sell it? Refunds to a credit card be made an
        hour, a day, a week later?
    23. When we sell item can we designate that this item will be shipped. Example, when the State House Gift shop sells
        a plate if they click on button to show that it will be shipped then an extra field opens to add shipping address and
        shipping cost to be printed on a receipt.


Vendors

    1.    Are vendors shared by all locations or specific to each location
    2.    Can some vendors be shared and others specific to the location so the sales location will only see his list of
          vendors in the system
    3.    Can different notes and alerts be entered for same vendor based on sales location.


Taxes:

    1.    Discuss how your system handles Sales Tax assignment and reporting to include: Currently we have a state 6%
          State Sales tax. We have several counties with Local Option sales taxes with some taxes we call Hospitality taxes
          on specific items, like prepared foods only.
    2.    How does the tax file structure (changing taxes) work?
    3.    At what level are taxes applied?
    4.    At what level are taxes assigned?
    5.    Can different sales tax percentages be applied to the same level as to assign taxes by item?
    6.    How does the system handle Tax Holidays?
    7.    Where are tax percentages set up, in administration or at store level?




                                                             Page 51
Show examples that address the following reporting questions



    1.   How much money I have spent with any vendor, in any time frame.
    2.   When to re-order an item based on desired inventory levels.
    3.   Show how many of each category of items I have sold (ex: figurines), as well as how many of each item I have
         sold.
    4.   Show the price paid for merchandise, the resale amount and the mark-up percentage, vendor, and date of purchase.
    5.   Sales Tax reports – how are they distributed and in what format. (Excel, .pdf, etc.)
    6.   Credit card batch settlements/reports, refunds, voids and anything to do with financial settlements at the end of a
         shift or day.
    7.   Tax reports.
    8.   Data Mining: To be able to ask for zip codes and report those


Other Issues

    1.   Do you have to use the mouse for item selection if not scanned or are any quick keys set up?
    2.   Advertising Codes: When we mail out coupons to customers and want to track who has redeemed it. For example,
         if we mail out coupons to zip code A and zip code B, when zip code A person comes in the store we use the code
         from that coupon to give them 10% off. This way we can see which mailing had more people use it by tracking
         that code from the coupon.
    3.   Dose the system record when the cash drawer is opened without a sale and who opens it?
    4.   Label printing and support:
              o Can we print any size label that our printer will allow
              o What receipt printers does the system support and what are the desired formats.




                                                           Page 52
Appendix A - Parks Circuits




                       Location              Circuit Type   Circuit Speed

 Aiken State Natural Area                    Frame Relay    256K

 Andrew Jackson State Park                   Frame Relay    256K

 Baker Creek State Park                      Frame Relay    256K

 Barnwell State Park                         Frame Relay    256K

 Caesars Head State Park                     Frame Relay    256K

 Calhoun Falls State Recreation Area         Frame Relay    256K

 Charles Towne Landing (Red House)           ADSL           1.5M X 256K

 Charles Towne Landing State Historic Site   ADSL           1.5M X 256K

 Cheraw Pro Shop                             Frame Relay    256K

 Cheraw State Recreation Area                Private Line   1.536M

 Chester State Park                          Frame Relay    256K

 Colleton State Park                         Frame Relay    256K

 Colonial Dorchester State Historic Site     ADSL           1.5M X 256K

 Croft State Natural Area                    Frame Relay    256K

 Devils Fork State Park                      Private Line   1.536M

 Dreher Island State Recreation Area         Private Line   1.536M

 Dreher Island Tackle Shop                   Private Line   1.536M

 Edisto Beach Fee Station                    Frame Relay    256K

 Edisto Beach Park Office (Beach)            ADSL           1.5M X 256K

 Edisto Beach State Park Education Center    Private Line   1.536M

 Givhans Ferry State Park                    Frame Relay    256K

 Goodale State Park                          Frame Relay    256K

 H Cooper Black Field Trial Area             Frame Relay    256K

 Hamilton Branch State Recreation Area       Frame Relay    256K

 Hampton Plantation State Historic Site      Private Line   1.536M



                                              Page 53
Hickory Knob Pro Shop                          Frame Relay    256K

Hickory Knob State Park                        Private Line   1.536M

Hunting Island Maintenance Shop                IPSEC          256K

Hunting Island Nature Center                   IPSEC          256K

Hunting Island State Park                      Private Line   1.536M

Hunting Island State Park (Beach Hut) HI27     Frame Relay    256K

Hunting Island State Park (Park Store) HI36    Frame Relay    256K

Huntington Beach State Park                    Private Line   1.536M

Huntington Beach State Park Education Center   Frame Relay    256K

Jones Gap State Park                           Frame Relay    256K

Keowee-Toxaway State Park                      ADSL           1.5M X 256K

Kings Mountain Park Store                      Frame Relay    256K

Kings Mountain State Park                      Private Line   1.536M

Lake Greenwood State Park                      Private Line   1.536M

Lake Hartwell State Recreation Area            ADSL           1.5M X 256K

Lake Warren State Park                         Frame Relay    256K

Lake Wateree Park Store                        Frame Relay    256K

Lake Wateree State Recreation Area             Frame Relay    256K

Landsford Canal State Park                     Frame Relay    256K

Lee State Natural Area                         Frame Relay    256K

Little Pee Dee State Park                      Frame Relay    256K

Musgrove Mill State Park                       Frame Relay    256K

Myrtle Beach Park Store                        Frame Relay    256K

Myrtle Beach Pier Store                        Frame Relay    256K

Myrtle Beach State Park                        Private Line   1.536M

Oconee State Park                              Private Line   1.536M

Oconee Station State Historic Site             Frame Relay    256K

Paris Mountain State Park                      Private Line   1.536M

Poinsett State Park                            Private Line   1.536M



                                                Page 54
 Redcliffe Plantation State Historic Site   Frame Relay    256K

 Rivers Bridge State Historic Site          Frame Relay    256K

 Rose Hill Plantation State Historic Site   Frame Relay    64K

 Sadlers Creek State Recreation Area        Frame Relay    256K

 Santee State Park                          Private Line   1.536M

 Sesqui Conference & Training Center        ADSL           1.5M X 256K

 Sesquicentennial State Park Office         ADSL           1.5M X 256K

 Table Rock Park Store                      ADSL           1.5M X 256K

 Table Rock State Park                      ADSL           1.5M X 256K

 Woods Bay State Natural Area               Frame Relay    256K


Appendix B - Rental Facilities




                                             Page 55
                                                  Overnight
                                               Accommodations




                Lodging                                                           Camping




Cabins/Villa    Lodge       Group
                Rooms     Accommod
                            ations




               Group      Retreat         Barracks
               Camps      Center



                                                               Improved                 Backcountry         Primitive
                                                                  Site                   Camping            Camping
                                                                Camping                                      Areas




                                                   Family             Equestria    Trailside      Boat-in
                                                 Campgrou              n Sites       Sites         Sites
                                                    nds




                                      Full-      Standard            Rustic
                                     service       Sites              Tent
                                      Sites                           Sites




                                                     Page 56
                                           Day-use Facilities




             Meeting/Gathering                                             Open-air Facilities
                 Facilities




Community     Meeting Rooms      Conference                     Shelters       Pavilions         Amphitheaters
 Buildings                        Facilities




                                               Page 57
Appendix C South Carolina State Policies


GENERAL POLICIES


       The minimum reservation window for camping is 1 day prior to arrival.
       The minimum reservation window for lodging and day-use facilities is 3 days prior to arrival.
            o Inside the window, customers looking for availability may call the park to make their reservation.
                Customers will be handled on a first-come-first-served basis.


       The maximum reservation window is 11 months in advance to the date.


       There is a 2 night minimum stay for camping and lodging.
            o The exceptions:
                       Hickory Knob: the lodge rooms have a 1 night minimum stay.
                       Primitive, single trailside (backpacking) sites have a 1 night minimum stay.


       During peak season, and select holiday periods, minimum stay requirements for lodging may vary.
         Some parks rent cabins/villas by the week during the peak season.
         Since peak seasons vary from park to park, check the Park Details for specific dates.


       Maximum cumulative (total) stay for all parks, all seasons, is 42 out of 49 days.


    Consecutive stays:

           Peak season (varies from park to park)
                         Camping: 14 nights at a single site

                          Lodging: 7 nights per family



                Mid-season (varies from park to park)
                         Camping: 28 nights at a site

                          Lodging: 14 nights per family



                Off or Low season (varies from park to park)
                          Camping: 42 nights at a site

                          Lodging: 21 nights per family



       Campers must leave the park for 7 days after reaching the maximum cumulative (total) stay.
                   o Example: For a campsite in the peak season, in for 14 nights, switch sites for another 14 nights,
                        switch sites for another 14 nights then they must leave for 7 nights. (42 out of 49 nights
                        camping)



                                                          Page 58
     The maximum consecutive (days in a row) stay is the same as the maximum            cumulative stay. Ex. Low season
    camping allows a 42 night consecutive stay.




       Holiday stays: special restrictions vary by park and holiday.


       Sites will be held for the duration of the reservation


       The reservation holder must be 18 years of age.


       There are 5 reservations per call, and then the caller must hang up.


       Five reservations are allowed, provided no reservations (or consecutive reservations) violate the length of stay
        policies.
             o The 5 reservations can be in the same name, same date and park.
             o If the caller knows the name of the primary site occupants, it will be entered by the agent. If not, it will
                  be assigned at the park.
             o After 5 reservations, the caller may hang up and call back to make more reservations in different name,
                  OR
             o A customer looking to make reservations for a group, like a scout troop or church group, same park and
                  dates, will be referred to the park.


       Check in/ out times:
                Camping: in 2pm, out 12 noon

                 Day use: in 10am, out 5pm, later or earlier arrivals can be

                 coordinated with the park. Hours extended during daylight saving time.

                 Lodging: in 4pm, out 10am, (except Hickory Knob: in 3pm, out 11am)

            Early check in, late check out and use of day use facilities after normal operating hours are coordinated with
             the park.
            Late arrivals need to contact the park in advance and request a gate combination/ key.


CONFIDENTIALITY POLICY
 For customer protection and privacy, information on a reservation will be given only to the person whose name is on
  the reservation, or stated immediate family.
 No information about the reservation or the customer, including but not limited to the campground name, site #, dates,
  or personal data, will be given out if the caller is not the reservation holder, or stated immediate family.




                                                            Page 59
SITE POLICIES
        One wheeled camping unit and 1 tent, or up to 2 tents allowed on full service and standard sites.


            Campsites allow a maximum of 6 people per site, or a family. A family is defined as 1 or 2 adults and their
             minor children.


            Picnic shelter and pavilions: The rate for the rental of a picnic shelter or pavilion does not include the
             admission fee to the park for guests who will be using the facility. Contact the park for further information
             on admission fees.



Transfers and Cancellations:
 To cancel or transfer a reservation, the caller must be able to provide either the name or phone number on the
   reservation. The caller does not have to be the person named on the reservation.
    If the original payment does not cover the amount due for a cancellation, additional fees will be waived.


   The SC State Parks will consider waiving fees for serious illness, or an emergency of the immediate family. Callers
    should be transferred to CS.



   If there is any kind of fee issue, agents should not take payment. The call should be transferred immediately to
    Customer Service.


Transfers:

       Park to park transfers are not allowed.


    Campsites and Day Use-

        15+ days away- no fee to change site, dates, park

        4-14 days away- $10 to change site, dates, park

        3 or less days away-need to cancel, no refund of deposit or fees paid. Customers must call the park.




                                                            Page 60
    Lodging-

        30+ days away- no fee to change site, dates, park

        15-29 days away- $10 to change site, dates, park

        14 or less days away- need to cancel, no refund of deposit

        (3 days or less, customers call the park)



       Any reservation with a departure date beyond 11 months from the date of reservation will be frozen for 18 days.
        Changes can be made 18 days after the date of reservation, and any day thereafter.


Cancels:

The non refundable reservation fee and any transfer fees are charged as well as the cancellation fee.



    Campsites-

        15+ days away- $10 fee to cancel

        4-14 days- one night's use fee

        3 days or less- no refund, customers call the park



    Lodging-

        30+ days- $10 fee to cancel

        15-29- one night's use fee

        14 or less- no refund


    Day Use-

        15+ days away- no charge

        4-14 days- $10 handling fee

        3 days or less- no refund, customers call the park



       Changing the name on a reservation is considered a cancellation. Similarly, never change the name on a customer
        profile except to correct spelling.




                                                             Page 61
NO SHOWS

    No Show reservations lose the entire deposit required to hold the reservation. Lodging requires a 50% deposit plus
    transaction fees and taxes. Camping requires a 100% deposit plus transaction fees and taxes. Therefore:


       Penalty for No Show reservations for Lodging (Cabin, Lodge Room, Villa, Apartment, Barrack, Group Camp, and
        Retreat Center site types) 50% base rate plus transaction fees and taxes.
       Penalty for No Show reservations for Campsites is 100% base rate plus transaction fee and taxes.

PAYMENT POLICIES


       For call center and web res., payment is by VISA, MasterCard, Discover, American Express, debit cards.
       No personal checks or certified funds (money order, bank check, etc.) are accepted at the call center or on the web.
       At the park, payment is by VISA, MasterCard, Discover, American Express, debit cards, check, or cash.
       Customers looking to pay by check or cash may go to a SC park and make a reservation at the park. This includes
        reservations inside the window, 3 days or less, or advance reservations, or any sites not available through RA.
        Any future changes (transfers) that incur a balance due must be paid at the park.

REFUND POLICIES


   Refunds due to cancellation or transfers for reservations paid by credit or debit card will be returned to the original
    credit card within 7 days.


   Refunds due to early check-out will be determined at the park on a case by case basis.


   If the customer does not arrive and does not cancel, no refund of any kind will be given.

ACCESSIBLE SITES


       Only campers with special access needs/requirements may reserve accessible (ADA) sites.
       Customers requesting an ADA (accessible) site are directed to contact the park.
       Proof of special access needs will be required at check in. Agents may provide the phone number for the park.




DISCOUNTS


   There are 3 discounts in SC. Discounts are for SC residents only. – SC senior 65 and over and SC 100% disabled, or
    an active member of the South Carolina National Guard.
   The discount is valid for campsites, picnic shelters, park admissions, and activity fees, such as golf green fees or boat
    launching fees.
          A 35% discount on the basic site use fee is given to SC residents who are 65 and over, 100% disabled or an
             active member the SC National Guard.
              Customers present a photo ID at the park to verify discount eligibility.
              The reservation must be in the discount holder's name and they must occupy the site for the duration of the
                  stay.
              If the discount holder is a minor, the reservation will be in the name of the adult.
   Proof of SC residence and age is required at check-in for a senior discount. Failure to present valid proof of age upon
    arrival may result in loss of discount and require additional payment.
          Documents accepted as proof of SC residency:
                   SC drivers license

                                                           Page 62
                   SC senior citizen hunting and fishing certificate
                   Birth certificate (for proof of age)
                   SC State Park Service Palmetto Passport
   Proof of SC residence and 100% disability is required at check-in for the disabled discount. Failure to present valid
    disability upon arrival may result in loss of discount and require additional payment.
         Documents accepted as proof of disability:
                   SC State Park Service Palmetto Passport
                   Social Security award document
                   Current document from a federal agency which states the bearer is 100% disabled
                   A signed statement on a medical doctor‟s letterhead which names the bearer and states s/he is 100%
                       disabled
                   A current Medicare card
                   A SC totally and permanently disabled person hunting and fishing license
                   Dept. of Veteran Affairs ID card
                   Civil Service Retirement System approval letter showing 100% disability
                   Dept. of Revenue form 416, Physicians certification of total and permanent disability
                   Golden Access Pass (do not confuse with GAGE or Golden Eagle)
                   Customers may inquire at the park if there is a question.
     Any U.S. residents meeting these criteria- 65+ senior and or 100% disabled- are eligible for the 35% discount at
        the SC parks on Army Corps property only.
         Discounts are available at these parks on ACOE property:
              Baker Creek SP                            Calhoun Falls State Recreation Area Hamilton Branch SRA
                  Lake Hartwell SRA

            Sadler's Creek SRA              Hickory Knob State Resort Park.



       Proof of SC residency and an active National Guard membership card is required at check in for the discount.
        Failure to present valid proof upon arrival may result in loss of discount and require additional payment.


       No discounts on any type of lodging (cabins, villas, rooms, etc.)


       SC residents 85 and over can receive a sales tax discount on both camping and lodging reservations.
                  o The customer has to specifically request this discount.
                  o If the customer is using both the 85+ and the 65+ discount as well, check box both discounts on the
                      Cust. Set up screen. The system will calculate the fees correctly
       Coupons from the internet and magazines are accepted.
       Customers can not double dip on discounts, i.e. the customer receives either the senior discount or the coupon, not
        both.
       If a customer calls back to apply a discount, the agent will apply it as a customer courtesy.




                                                          Page 63
VEHICLES



        Two passenger vehicles per site. Additional parking is available at the campground.
        Camping equipment driven into the park, such as a motorhome, counts as a passenger vehicle. It will also be
         entered as a camping unit.
        All vehicles entering the park need a SC daily pass
          Camping: Two South Carolina SP daily passes (mirror tags) are included with each reservation. Additional
              charge may apply, depending on the park
          Lodging: no limit, within reason
          Day use/ shelters: Daily passes are not required. Each vehicle requires occupants to pay entry fee.
          Community building/ meeting rooms: Customers contact the park for passes. Entry fee included in the
              site use fee.
        The maximum vehicle length is defined as the maximum length for a camping unit.


PETS



        Pets must be on a 6' leash at all times. They cannot be left unattended in a vehicle or on the campsite.
        No pets in any type of lodging.
        Equestrian sites/ use
          Horses must have a Coggins certificate.


CONFIRMATION LETTERS


Confirmation letters are sent for reservations made at least 7 days prior to arrival.

         Email: sent within 48 hours.

         Regular mail: sent within 7 days.

         No fax


HOURS OF OPERATION: all times are Eastern Time


         Peak season- April 1-Labor Day: 8am-8pm, M-F
                                          9am-5pm, Sat and Sun

         Low season- day after Labor day- March 31st: 9am-5pm, M-F

                                              9am-3pm, Sat and Sun




After award, all deliveries shall be made and all services provided to the following address, unless otherwise specified:
[03-3030-1]




                                                             Page 64
SAP

IV. INFORMATION FOR OFFERORS TO SUBMIT

INFORMATION FOR OFFERORS TO SUBMIT -- GENERAL (JAN 2006)

Offeror shall submit a signed Cover Page and Page Two. Offeror should submit all other information and documents
requested in this part and in parts II.B. Special Instructions; III. Scope of Work; V. Qualifications; VIII. Bidding
Schedule/Price Proposal; and any appropriate attachments addressed in section IX. Attachments to Solicitations. [04-4010-
1]

 Administrative Requirements
Requirements set forth in this section are mandatory. Responses to this section will be yes / no responses only. Only those
responding yes to all items will be evaluated further. Vendors shall complete and submit the Administrative Requirements
questions in Administrative Screening Requirements Tab 4.


Mandatory Forms


1.1       Transmittal Letter


      This letter serves as the document covering transmittal of the proposal package. Provide the name, title, address and
      telephone number of the primary proposer‟s official contact and alternate. Those individuals shall have the authority to
      bind the proposer and shall be available to be contacted by telephone or attend meetings, as may be appropriate,
      regarding the solicitation.

1.2       Summary


      Include a brief synopsis of the proposal, giving an accurate overview of the proposed solution understandable to
      individuals on a management level.

1.3       Proposal Certification


      Proposer shall submit certifications that the Proposer is an authorized manufacturer‟s agent having the ability to supply
      and deliver any proposed equipment and is an authorized agent of the developer of any proposed licensed software.

1.4       Documentation Supporting Subcontract Arrangements


      Proposers shall supply written documentation of all subcontract arrangements for this solicitation, consisting of a one
      page letter with authorized signature(s) supplied by the intended sub-contractor(s) on company letterhead stationery
      and clearly identifying the Solicitation Number 5400000762, the project title and the prime Vendor with whom the
      firm intends to subcontract.




                                                             Page 65
MINORITY PARTICIPATION (JAN 2006)

Is the bidder a South Carolina Certified Minority Business? [ ] Yes        [ ] No

Is the bidder a Minority Business certified by another governmental entity? [ ] Yes        [ ] No

If so, please list the certifying governmental entity: _________________________

Will any of the work under this contract be performed by a SC certified Minority Business as a
subcontractor? [ ] Yes [ ] No

If so, what percentage of the total value of the contract will be performed by a SC certified Minority Business as a
subcontractor? _____________

Will any of the work under this contract be performed by a minority business certified by another governmental entity as a
subcontractor? [ ] Yes [ ] No

If so, what percentage of the total value of the contract will be performed by a minority business certified by another
governmental entity as a subcontractor? _____________

If a certified Minority Business is participating in this contract, please indicate all categories for which the Business is
certified:

[   ]   Traditional minority
[   ]   Traditional minority, but female
[   ]   Women (Caucasian females)
[   ]   Hispanic minorities
[   ]   DOT referral (Traditional minority)
[   ]   DOT referral (Caucasian female)
[   ]   Temporary certification
[   ]   SBA 8 (a) certification referral
[   ]   Other minorities (Native American, Asian, etc.)

(If more than one minority contractor will be utilized in the performance of this contract, please provide the information
above for each minority business.)

For a list of certified minority firms, please consult the Minority Business Directory, which is available at the following
URL: http://www.govoepp.state.sc.us/osmba/
[04-4015-1]

OFFSHORE CONTRACTING (JAN 2006)

Work that will be performed offshore by the Offeror and/or its subcontractors must be identified in the Offeror's
response. For the purpose of this solicitation, offshore is defined as outside the 50 States and US territories. Offeror is to
include an explanation for the following:

(a) What type of work is being contracted offshore? ___________________________________

(b) What percentage (%) of the total work is being contracted offshore? ___________________________________

(c) What percentage (%) of the total value of the contract is being contracted
offshore? ___________________________________

(d) Provide a Service Level Agreement (SLA) demonstrating the arrangement between the off-shore contactor and the
Offeror. Attach Service Level Agreement to this document or paste here. Data provided by the Offeror in regards to this
clause is for information only and will not be used in the evaluation and determination of an award. [04-4020-1]




                                                             Page 66
SUBMITTING REDACTED OFFERS (FEB 2007)

You are required to mark the original copy of your offer to identify any information that is exempt from public
disclosure. You must do so in accordance with the clause entitled "Submitting Confidential Information." In addition, you
must also submit one complete copy of your offer from which you have removed any information that you marked as
exempt, i.e., a redacted copy. The information redacted should mirror in ever detail the information marked as exempt
from public disclosure. The redacted copy should (i) reflect the same pagination as the original, (ii) show the empty space
from which information was redacted, and (iii) be submitted on magnetic media. (See clause entitled "Magnetic Media
Required Format.") Except for the redacted information, the CD must be identical to the original hard copy. Portable
Document Format (.pdf) is preferred. [04-4030-1]




                                                          Page 67
SAP

V. QUALIFICATIONS

QUALIFICATION OF OFFEROR (JAN 2006)

To be eligible for award of a contract, a prospective contractor must be responsible. In evaluating an Offeror's
responsibility, the State Standards of Responsibility [R.19-445.2125] and information from any other source may be
considered. An Offeror must, upon request of the State, furnish satisfactory evidence of its ability to meet all contractual
requirements. Unreasonable failure to supply information promptly in connection with a responsibility inquiry may be
grounds for determining that you are ineligible to receive an award. S.C. Code Section 11-35-1810. [05-5005-1]

QUALIFICATIONS – REQUIRED INFORMATION: In order to evaluate your responsibility, offeror shall
submit the following information or documentation for the offeror and any subcontractor, if the value of
subcontractor‟s portion of the work exceeds 10% of your price (if in doubt, provide the information):


1. Proposer Response


Proposer should use this section to establish that they and any proposed subcontractors are qualified and have the resources
to perform the requested services, provide functionality and can complete the project satisfactorily.



2        General Company Information


What types and percentage of telemarketing do you do (e.g., product orders, catalog sales, seminar registration, help desk)?
List the in-and-out-bound telemarketing service you provide. If you are primarily a software provider, describe your
product history as it applies to centralized reservations services.



Outline your main sources of business revenue (e.g.), software production, call center operations, product orders, catalog
sales, seminar registration, help desk) and proportion of each. If you‟re main business products are other than telemarketing
services and/or centralized reservations service software, please describe and characterize their importance to this project.



3        Multi-Vendor Proposals


If the proposed solution is comprised of products and services from more than one Vendor/developer/contractor, indicate
which piece of the solution each will be responsible for and how the pieces will be integrated, tested and deployed. Indicate
who the Proposer (prime contractor) is and how control will be delegated.




                                                            Page 68
4        Re-Marketed Products and Subcontracts Services


Please list all hardware, and software products or services that you will be re-marketing or subcontracting for as part of the
proposed solution. Use the following format:



PRODUCT/SERVICE                       VERSION                    COMPANY                    FUNCTION



Describe the methods, policies, and procedures that you have in place to handle quality control and upgrades of any
products or services listed.

5        General Questions


    2.   How many years have you been in business? How long have you been in the centralized reservations service
         (CRS) business? For how many clients are you currently performing in-bound telemarketing? Provide a list of
         client locations and length of association. Include contact names and telephone numbers. Indicate which are CRS
         customers and the proportion of your business activity they account for.
    3.   Where are your main and satellite offices located? Where is your call center(s) located? How many people do you
         employ? Are any of your services currently contracted out to third parties? Do you have offices within South
         Carolina? If so, where are they located? Would you be willing to establish a call center in South Carolina?
    4.   Indicate your form of business (e.g. individual, for-profit corporation, non-profit corporation, partnership, joint
         venture) and state whether you or your employees, agents, contractors, or subcontractors, current or intended, have
         been convicted of, pled guilty to, or pled nolo contendere to any felony associated with the business. If so, describe
         the details and explain. Are you subject to any prohibitive orders that would interfere with successful project
         completion? If so, describe the details and explain.
    5.   Is there any current or pending litigation against the Proposer or any intended subcontractor? Explain and indicate
         whether such litigation would impair Proposer‟s performance under a contract with the Agency.
    6.   Are you engaged in any business activities or have plans for extended business associations that might affect your
         ability to provide the requested services? If so, describe the details and explain.
    7.   Is there a customer support group available within the organization?
               If yes, how large is the group and is it self-supporting or autonomous?
               What is the name of the group and primary contact name and telephone number?


6        In-Bound Telemarketing


    1.   Provide a schematic and accompanying description of your call center(s). Include call center statistics (e.g. calls
         per day and per year, peak and non-peak seasons, average transaction processing time, queue length and control,
         number of active operators, back-up during peak hours and cross training).
    2.   Project any changes in call center operations due to the increase of business from the South Carolina State Park
         Service (e.g., increased personnel requirements, floor space and facilities usage, hardware and software
         improvement).




                                                            Page 69
7        Staffing


    1.   Describe in detail your initial and recurring training programs for call center telemarketers.
    2.   What is the employment turnover rate for telemarketers?
    3.   What is the average tenure for your telemarketing employees?
    4.   What is the ratio of supervisors to telemarketers? Is supervision and help/support continuously available to
         operators?
    5.   Describe in detail your quality assurance procedures and policies as they relate to the telemarketing operation
    6.   What is the minimum staffing your company would dedicate to the South Carolina reservation system? Categorize
         by peak and non-peak hours.


8        Training


    1.   Describe your training strategies (e.g., who, what, where, when, how much).
    2.   What conventions and strategies do you employ to facilitate “change management” for the benefit of the end
         users?
    3.   What types of quality control measures are employed to ensure a successful training experience for clients?
    4.   Do you offer “Train the Trainer” programs that might be utilized as part of your training solutions? Explain fully.
    5.   Do you offer “Help Desk” training that might be utilized as part of your training solution? Explain fully.


9        References


The Proposer must provide at least three customer references for the proposer and for each proposed sub-contractor where
products and services similar to those being proposed have been used for at least six months. At least one of the primary
Proposer references must be current client-user, preferably a municipal, state or federal agency operating recreational and
camping or park services. Proposer must also provide a reference list that clearly denotes all their current and past park or
recreational service clients, including locations, and indicate whether each is a private, local, state or federal institution.



References must include company Name, Address, Telephone Number, and the Name and Title of primary and alternate
contacts for each reference. Include a detailed system description for each of the three primary references, including work
product and function.



Each reference will be reviewed to ensure that the services rendered are comparable to those being proposed. It is the
responsibility of the Proposer to alert their contact persons and alternates so that someone is available to answer questions
during normal business hours.




                                                             Page 70
10       Project Personnel


The Proposer must provide resumes for the principal participants, including sub-contractors, who will be involved in this
project, along with a description of the primary role of each and a statement that they will be available to work on the
project. At a minimum, submit resumes for each of the following:



                 The Project Manager
                 The Call Center Manager
                 The Database Administrator
                 Application Programming Project Leader
                 Principal Ongoing Liaison with SCSPS


11       Financial Information


Proposers must submit audited financial statements including financial statements for any intended sub-contractors for the
most current five years demonstrating the economic viability of the parties, as well as their ability to fund the capital
investment necessary to begin and continue operating.

Each Proposer must submit at a minimum, the following information: If the Proposer is an individual, he/she must submit a
statement of net worth as of December 31, 2008 and photocopies of his/her Federal tax returns (Forms 1040 and supporting
schedules) for the two most recent years. If the Proposer is a partnership or corporation, it must submit financial statements
which include a balance sheet as of December 31, 2007 and December 31, 2008 and the related statements of income,
retained earnings and changes in financial positions for the years then ended. In cases where December 31, 2008
information is not yet available, the Proposer must submit financial statements for the two most recent fiscal years
accompanied by interim statements as of December 31, 2008. Preferences will be given to audited and reviewed financial
statements in the evaluation process.

Proposer must submit at least one (1) current banking and two (2) current credit references, including contact name,
organization and address, telephone number and relationship.

State whether, voluntarily or involuntarily, the Proposer and/or any proposed subcontractors have filed, or has had filed
against it, any bankruptcy or insolvency proceeding in the past ten years, or undergone the appointment of a receiver,
trustee, or assignee for the benefit of creditors. If so provide relevant details and explain.




SUBCONTRACTOR -- IDENTIFICATION (JAN 2006)

If you intend to subcontract with another business for any portion of the work and that portion exceeds 10% of your price,
your offer must identify that business and the portion of work which they are to perform. Identify potential subcontractors
by providing the business name, address, phone, taxpayer identification number, and point of contact. In determining your
responsibility, the state may evaluate your proposed subcontractors. [05-5030-1]




                                                            Page 71
SAP

VI. AWARD CRITERIA

AWARD BY LOT (JAN 2006)

Award will be made by complete lot(s). [06-6015-1]

AWARD TO ONE OFFEROR (JANUARY 2006): Award will be made to one Offeror for either Lot 1 or Lot 2.

EVALUATION FACTORS – PROPOSALS (JANUARY 2006): Offers will be evaluated using only the factors stated
below. Evaluation factors are stated in the relative order of importance, with the first factor being the most important. Once
evaluation is complete, all responsive offerors will be ranked from most advantageous to least advantageous.



1. Technical Proposal:            The degree, completeness and suitability of the Offeror‟s proposed technical solution to
                                  meet or exceed the technical and functional requirements of this RFP.

2. Business Plan:                 The offerors ability to meet or exceed the requirements listed in the business plan and the
                                  total of all proposed fees and services offered to the State for the potential seven (7) year
                                  contract period.

3. Demonstration:                 Demonstration of the completeness, robustness and ease of the proposed solution. The
                                  technical capabilities of the proposed solution to meet the needs of the State as defined in
                                  this RFP.

4. Qualifications:                References (corporate and/or personal), resumes, staffing, experience, financial
                                  statements, experience and evidence of ability to conduct business in the State.




COMPETITION FROM PUBLIC ENTITIES (JAN 2006)

If a South Carolina governmental entity submits an offer, the Procurement Officer will, when determining the lowest offer,
add to the price provided in any offers submitted by non-governmental entities a percentage equivalent to any applicable
sales or use tax. S.C. Code Ann. Regs 117-304.1 (Supp. 2004). [06-6057-1]




                                                            Page 72
SAP

VII. TERMS AND CONDITIONS -- A. GENERAL

ASSIGNMENT (JAN 2006)

No contract or its provisions may be assigned, sublet, or transferred without the written consent of the Procurement
Officer. [07-7A004-1]

BANKRUPTCY (JAN 2006)

(a) Notice. In the event the Contractor enters into proceedings relating to bankruptcy, whether voluntary or involuntary, the
Contractor agrees to furnish written notification of the bankruptcy to the Using Governmental Unit. This notification shall
be furnished within five (5) days of the initiation of the proceedings relating to the bankruptcy filing. This notification shall
include the date on which the bankruptcy petition was filed, the identity of the court in which the bankruptcy petition was
filed, and a listing of all State contracts against which final payment has not been made. This obligation remains in effect
until final payment under this Contract. (b) Termination. This contract is voidable and subject to immediate termination by
the State upon the contractor's insolvency, including the filing of proceedings in bankruptcy. [07-7A005-1]

CHOICE-OF-LAW (JAN 2006)

The Agreement, any dispute, claim, or controversy relating to the Agreement, and all the rights and obligations of the
parties shall, in all respects, be interpreted, construed, enforced and governed by and under the laws of the State of South
Carolina, except its choice of law rules. As used in this paragraph, the term "Agreement" means any transaction or
agreement arising out of, relating to, or contemplated by the solicitation. [07-7A010-1]

CONTRACT DOCUMENTS and ORDER OF PRECEDENCE (JAN 2006)

(a) Any contract resulting from this solicitation shall consist of the following documents: (1) a Record of Negotiations, if
any, executed by you and the Procurement Officer, (2) documentation regarding the clarification of an offer [e.g., 11-35-
1520(8) or 11-35-1530(6)], if applicable, (3) the solicitation, as amended, (4) modifications, if any, to your offer, if
accepted by the Procurement Officer, (5) your offer, (6) any statement reflecting the state's final acceptance (a/k/a
"award"), and (7) purchase orders. These documents shall be read to be consistent and complimentary. Any conflict
among these documents shall be resolved by giving priority to these documents in the order listed above. (b) The terms and
conditions of documents (1) through (6) above shall apply notwithstanding any additional or different terms and conditions
in either (i) a purchase order or other instrument submitted by the State or (ii) any invoice or other document submitted by
Contractor. Except as otherwise allowed herein, the terms and conditions of all such documents shall be void and of no
effect. (c) No contract, license, or other agreement containing contractual terms and conditions will be signed by any Using
Governmental Unit. Any document signed or otherwise agreed to by persons other than the Procurement Officer shall be
void and of no effect. [07-7A015-1]

DISCOUNT FOR PROMPT PAYMENT (JAN 2006)

(a) Discounts for prompt payment will not be considered in the evaluation of offers. However, any offered discount will
form a part of the award, and will be taken if payment is made within the discount period indicated in the offer by the
offeror. As an alternative to offering a discount for prompt payment in conjunction with the offer, offerors awarded
contracts may include discounts for prompt payment on individual invoices.

(b) In connection with any discount offered for prompt payment, time shall be computed from the date of the invoice. If the
Contractor has not placed a date on the invoice, the due date shall be calculated from the date the designated billing office
receives a proper invoice, provided the state annotates such invoice with the date of receipt at the time of receipt. For the
purpose of computing the discount earned, payment shall be considered to have been made on the date that appears on the
payment check or, for an electronic funds transfer, the specified payment date. When the discount date falls on a Saturday,
Sunday, or legal holiday when Federal Government offices are closed and Government business is not expected to be
conducted, payment may be made on the following business day
[07-7A020-1]



                                                             Page 73
DISPUTES (JAN 2006)

(1) Choice-of-Forum. All disputes, claims, or controversies relating to the Agreement shall be resolved exclusively by the
appropriate Chief Procurement Officer in accordance with Title 11, Chapter 35, Article 17 of the South Carolina Code of
Laws, or in the absence of jurisdiction, only in the Court of Common Pleas for, or a federal court located in, Richland
County, State of South Carolina. Contractor agrees that any act by the Government regarding the Agreement is not a
waiver of either the Government's sovereign immunity or the Government's immunity under the Eleventh Amendment of
the United State's Constitution. As used in this paragraph, the term "Agreement" means any transaction or agreement
arising out of, relating to, or contemplated by the solicitation. (2) Service of Process. Contractor consents that any papers,
notices, or process necessary or proper for the initiation or continuation of any disputes, claims, or controversies relating to
the Agreement; for any court action in connection therewith; or for the entry of judgment on any award made, may be
served on Contractor by certified mail (return receipt requested) addressed to Contractor at the address provided as the
Notice Address on Page Two or by personal service or by any other manner that is permitted by law, in or outside South
Carolina. Notice by certified mail is deemed duly given upon deposit in the United States mail. [07-7A025-1]

EQUAL OPPORTUNITY (JAN 2006)

Contractor is referred to and shall comply with all applicable provisions, if any, of Title 41, Part 60 of the Code of Federal
Regulations, including but not limited to Sections 60-1.4, 60-4.2, 60-4.3, 60-250.5(a), and 60-741.5(a), which are hereby
incorporated by reference. [07-7A030-1]

FALSE CLAIMS (JAN 2006)

According to the S.C. Code of Laws Section 16-13-240, "a person who by false pretense or representation obtains the
signature of a person to a written instrument or obtains from another person any chattel, money, valuable security, or other
property, real or personal, with intent to cheat and defraud a person of that property is guilty" of a crime. [07-7A035-1]

FIXED PRICING REQUIRED (JAN 2006)

Any pricing provided by contractor shall include all costs for performing the work associated with that price. Except as
otherwise provided in this solicitation, contractor's price shall be fixed for the duration of this contract, including option
terms. This clause does not prohibit contractor from offering lower pricing after award. [07-7A040-1]

NON-INDEMNIFICATION (JAN 2006)

Any term or condition is void to the extent it requires the State to indemnify anyone. [07-7A045-1]

NOTICE (JAN 2006)

(A) After award, any notices shall be in writing and shall be deemed duly given (1) upon actual delivery, if delivery is by
hand, (2) upon receipt by the transmitting party of automated confirmation or answer back from the recipient's device if
delivery is by telex, telegram, facsimile, or electronic mail, or (3) upon deposit into the United States mail, if postage is
prepaid, a return receipt is requested, and either registered or certified mail is used. (B) Notice to contractor shall be to the
address identified as the Notice Address on Page Two. Notice to the state shall be to the Procurement Officer's address on
the Cover Page. Either party may designate a different address for notice by giving notice in accordance with this
paragraph. [07-7A050-1]

PAYMENT (JAN 2006)

(a) The Using Governmental Unit shall pay the Contractor, after the submission of proper invoices or vouchers, the prices
stipulated in this contract for supplies delivered and accepted or services rendered and accepted, less any deductions
provided in this contract. Unless otherwise specified in this contract, including the purchase order, payment shall not be
made on partial deliveries accepted by the Government. (b) Unless the purchase order specifies another method of
payment, payment will be made by check. (c) Payment and interest shall be made in accordance with S.C. Code Section
11-35-45. Contractor waives imposition of an interest penalty unless the invoice submitted specifies that the late penalty is
applicable. [07-7A055-1]


                                                             Page 74
PUBLICITY (JAN 2006)

Contractor shall not publish any comments or quotes by State employees, or include the State in either news releases or a
published list of customers, without the prior written approval of the Procurement Officer. [07-7A060-1]

PURCHASE ORDERS (JAN 2006)

Contractor shall not perform any work prior to the receipt of a purchase order from the using governmental unit. The using
governmental unit shall order any supplies or services to be furnished under this contract by issuing a purchase
order. Purchase orders may be used to elect any options available under this contract, e.g., quantity, item, delivery date,
payment method, but are subject to all terms and conditions of this contract. Purchase orders may be electronic. No
particular form is required. An order placed pursuant to the purchasing card provision qualifies as a purchase order. [07-
7A065-1]

SETOFF (JAN 2006)

The state shall have all of its common law, equitable, and statutory rights of set-off. These rights shall include, but not be
limited to, the State's option to withhold for the purposes of set-off any moneys due to the Contractor under this contract up
to any amounts due and owing to the state with regard to this contract, any other contract with any state department or
agency, including any contract for a term commencing prior to the term of this contract, plus any amounts due and owing to
the state for any other reason including, without limitation, tax delinquencies, fee delinquencies or monetary penalties
relative thereto. [07-7A070-1]

SURVIVAL OF OBLIGATIONS (JAN 2006)

The Parties' rights and obligations which, by their nature, would continue beyond the termination, cancellation, rejection, or
expiration of this contract shall survive such termination, cancellation, rejection, or expiration, including, but not limited to,
the rights and obligations created by the following clauses: Indemnification - Third Party Claims, Intellectual Property
Indemnification, and any provisions regarding warranty or audit. [07-7A075-1]

TAXES (JAN 2006)

Any tax the contractor may be required to collect or pay upon the sale, use or delivery of the products shall be paid by the
State, and such sums shall be due and payable to the contractor upon acceptance. Any personal property taxes levied after
delivery shall be paid by the State. It shall be solely the State's obligation, after payment to contractor, to challenge the
applicability of any tax by negotiation with, or action against, the taxing authority. Contractor agrees to refund any tax
collected, which is subsequently determined not to be proper and for which a refund has been paid to contractor by the
taxing authority. In the event that the contractor fails to pay, or delays in paying, to any taxing authorities, sums paid by the
State to contractor, contractor shall be liable to the State for any loss (such as the assessment of additional interest) caused
by virtue of this failure or delay. Taxes based on Contractor's net income or assets shall be the sole responsibility of the
contractor. [07-7A080-1]

TERMINATION DUE TO UNAVAILABILITY OF FUNDS (JAN 2006)

Payment and performance obligations for succeeding fiscal periods shall be subject to the availability and appropriation of
funds therefor. When funds are not appropriated or otherwise made available to support continuation of performance in a
subsequent fiscal period, the contract shall be canceled. In the event of a cancellation pursuant to this paragraph, contractor
will be reimbursed the resulting unamortized, reasonably incurred, nonrecurring costs. Contractor will not be reimbursed
any costs amortized beyond the initial contract term. [07-7A085-1]

THIRD PARTY BENEFICIARY (JAN 2006)

This Contract is made solely and specifically among and for the benefit of the parties hereto, and their respective successors
and assigns, and no other person will have any rights, interest, or claims hereunder or be entitled to any benefits under or on
account of this Contract as a third party beneficiary or otherwise. [07-7A090-1]




                                                             Page 75
WAIVER (JAN 2006)

The State does not waive any prior or subsequent breach of the terms of the Contract by making payments on the Contract,
by failing to terminate the Contract for lack of performance, or by failing to strictly or promptly insist upon any term of the
Contract. Only the Procurement Officer has actual authority to waive any of the State's rights under this Contract. Any
waiver must be in writing. [07-7A095-1]
 SAP
VII. TERMS AND CONDITIONS -- B. SPECIAL

CHANGES (JAN 2006)

(1) Contract Modification. By a written order, at any time, and without notice to any surety, the Procurement Officer may,
subject to all appropriate adjustments, make changes within the general scope of this contract in any one or more of the
following:

(a) drawings, designs, or specifications, if the supplies to be furnished are to be specially manufactured for the [State] in
accordance therewith;
(b) method of shipment or packing;
(c) place of delivery;
(d) description of services to be performed;
(e) time of performance (i.e., hours of the day, days of the week, etc.); or,
(f) place of performance of the services. Subparagraphs (a) to (c) apply only if supplies are furnished under this
contract. Subparagraphs (d) to (f) apply only if services are performed under this contract.

(2) Adjustments of Price or Time for Performance. If any such change increases or decreases the contractor's cost of, or
the time required for, performance of any part of the work under this contract, whether or not changed by the order, an
adjustment shall be made in the contract price, the delivery schedule, or both, and the contract modified in writing
accordingly. Any adjustment in contract price made pursuant to this clause shall be determined in accordance with the
Price Adjustment Clause of this contract. Failure of the parties to agree to an adjustment shall not excuse the contractor
from proceeding with the contract as changed, provided that the State promptly and duly make such provisional
adjustments in payment or time for performance as may be reasonable. By proceeding with the work, the contractor shall
not be deemed to have prejudiced any claim for additional compensation, or an extension of time for completion.
(3) Time Period for Claim. Within 30 days after receipt of a written contract modification under Paragraph (1) of this
clause, unless such period is extended by the Procurement Officer in writing, the contractor shall file notice of intent to
assert a claim for an adjustment. Later notification shall not bar the contractor's claim unless the State is prejudiced by the
delay in notification.
(4) Claim Barred After Final Payment. No claim by the contractor for an adjustment hereunder shall be allowed if notice is
not given prior to final payment under this contract.
[07-7B025-1]

COMPLIANCE WITH LAWS (JAN 2006)

During the term of the contract, contractor shall comply with all applicable provisions of laws, codes, ordinances, rules,
regulations, and tariffs. [07-7B035-1]

CONTRACTOR PERSONNEL (JAN 2006)

The Contractor shall enforce strict discipline and good order among the Contractor's employees and other persons carrying
out the Contract. The Contractor shall not permit employment of unfit persons or persons not skilled in tasks assigned to
them. [07-7B060-1]

CONTRACTOR'S OBLIGATION -- GENERAL (JAN 2006)

The contractor shall provide and pay for all materials, tools, equipment, labor and professional and non-professional
services, and shall perform all other acts and supply all other things necessary, to fully and properly perform and complete
the work. The contractor must act as the prime contractor and assume full responsibility for any subcontractor's
performance. The contractor will be considered the sole point of contact with regard to all situations, including payment of
all charges and the meeting of all other requirements. [07-7B065-1]

                                                            Page 76
DEFAULT (JAN 2006)

(a) (1) The State may, subject to paragraphs (c) and (d) of this clause, by written notice of default to the Contractor,
terminate this contract in whole or in part if the Contractor fails to:

(i) Deliver the supplies or to perform the services within the time specified in this contract or any extension;

(ii) Make progress, so as to endanger performance of this contract (but see paragraph (a)(2) of this clause); or

(iii) Perform any of the other material provisions of this contract (but see paragraph (a)(2) of this clause).

(2) The State's right to terminate this contract under subdivisions (a)(1)(ii) and (1)(iii) of this clause, may be exercised if the
Contractor does not cure such failure within 10 days (or more if authorized in writing by the Procurement Officer) after
receipt of the notice from the Procurement Officer specifying the failure.

(b) If the State terminates this contract in whole or in part, it may acquire, under the terms and in the manner the
Procurement Officer considers appropriate, supplies or services similar to those terminated, and the Contractor will be
liable to the State for any excess costs for those supplies or services. However, the Contractor shall continue the work not
terminated.

(c) Except for defaults of subcontractors at any tier, the Contractor shall not be liable for any excess costs if the failure to
perform the contract arises from causes beyond the control and without the fault or negligence of the Contractor. Examples
of such causes include (1) acts of God or of the public enemy, (2) acts of the State in either its sovereign or contractual
capacity, (3) fires, (4) floods, (5) epidemics, (6) quarantine restrictions, (7) strikes, (8) freight embargoes, and (9) unusually
severe weather. In each instance the failure to perform must be beyond the control and without the fault or negligence of
the Contractor.

(d) If the failure to perform is caused by the default of a subcontractor at any tier, and if the cause of the default is beyond
the control of both the Contractor and subcontractor, and without the fault or negligence of either, the Contractor shall not
be liable for any excess costs for failure to perform, unless the subcontracted supplies or services were obtainable from
other sources in sufficient time for the Contractor to meet the required delivery schedule.

(e) If this contract is terminated for default, the State may require the Contractor to transfer title and deliver to the State, as
directed by the Procurement Officer, any (1) completed supplies, and (2) partially completed supplies and materials, parts,
tools, dies, jigs, fixtures, plans, drawings, information, and contract rights (collectively referred to as "manufacturing
materials" in this clause) that the Contractor has specifically produced or acquired for the terminated portion of this
contract. Upon direction of the Procurement Officer, the Contractor shall also protect and preserve property in its
possession in which the State has an interest.

(f) The State shall pay contract price for completed supplies delivered and accepted. The Contractor and Procurement
Officer shall agree on the amount of payment for manufacturing materials delivered and accepted and for the protection and
preservation of the property; if the parties fail to agree, the Procurement Officer shall set an amount subject to the
Contractor's rights under the Disputes clause. Failure to agree will be a dispute under the Disputes clause. The State may
withhold from these amounts any sum the Procurement Officer determines to be necessary to protect the State against loss
because of outstanding liens or claims of former lien holders.

(g) If, after termination, it is determined that the Contractor was not in default, or that the default was excusable, the rights
and obligations of the parties shall, if the contract contains a clause providing for termination for convenience of the State,
be the same as if the termination had been issued for the convenience of the State. If, in the foregoing circumstances, this
contract does not contain a clause providing for termination for convenience of the State, the contract shall be adjusted to
compensate for such termination and the contract modified accordingly subject to the contractor's rights under the Disputes
clause.

(h) The rights and remedies of the State in this clause are in addition to any other rights and remedies provided by law or
under this contract.

[07-7B075-1]



                                                              Page 77
ILLEGAL IMMIGRATION (NOV. 2008)

(An overview is available at www.procurement.sc.gov) By signing your offer, you certify that you will comply with the
applicable requirements of Title 8, Chapter 14 of the South Carolina Code of Laws and agree to provide to the State upon
request any documentation required to establish either: (a) that Title 8, Chapter 14 is inapplicable to you and your
subcontractors or sub-subcontractors; or (b) that you and your subcontractors or sub-subcontractors are in compliance with
Title 8, Chapter 14. Pursuant to Section 8-14-60, "A person who knowingly makes or files any false, fictitious, or
fraudulent document, statement, or report pursuant to this chapter is guilty of a felony, and, upon conviction, must be fined
within the discretion of the court or imprisoned for not more than five years, or both." You agree to include in any
contracts with your subcontractors language requiring your subcontractors to (a) comply with the applicable requirements
of Title 8, Chapter 14, and (b) include in their contracts with the sub-subcontractors language requiring the sub-
subcontractors to comply with the applicable requirements of Title 8, Chapter 14. [07-7B097-1]

LICENSES AND PERMITS (JAN 2006)

During the term of the contract, the Contractor shall be responsible for obtaining, and maintaining in good standing, all
licenses (including professional licenses, if any), permits, inspections and related fees for each or any such licenses, permits
and /or inspections required by the State, county, city or other government entity or unit to accomplish the work specified in
this solicitation and the contract. [07-7B115-1]

PRICE ADJUSTMENTS (JAN 2006)

(1) Method of Adjustment. Any adjustment in the contract price made pursuant to a clause in this contract shall be
consistent with this Contract and shall be arrived at through whichever one of the following ways is the most valid
approximation of the actual cost to the Contractor (including profit, if otherwise allowed):
(a) by agreement on a fixed price adjustment before commencement of the pertinent performance or as soon thereafter as
practicable;
(b) by unit prices specified in the Contract or subsequently agreed upon;
(c) by the costs attributable to the event or situation covered by the relevant clause, including profit if otherwise allowed, all
as specified in the Contract; or subsequently agreed upon;
(d) in such other manner as the parties may mutually agree; or,
(e) in the absence of agreement by the parties, through a unilateral initial written determination by the Procurement Officer
of the costs attributable to the event or situation covered by the clause, including profit if otherwise allowed, all as
computed by the Procurement Officer in accordance with generally accepted accounting principles, subject to the
provisions of Title 11, Chapter 35, Article 17 of the S.C. Code of Laws.
(2) Submission of Price or Cost Data. Upon request of the Procurement Officer, the contractor shall provide reasonably
available factual information to substantiate that the price or cost offered, for any price adjustments is reasonable, consistent
with the provisions of Section 11-35-1830. [07-7B160-1]

PRICING DATA -- AUDIT -- INSPECTION (JAN 2006)

[Clause Included Pursuant to Section 11-35-1830, - 2210, & -2220] (a) Cost or Pricing Data. Upon Procurement Officer's
request, you shall submit cost or pricing data, as defined by 48 C.F.R. Section 2.101 (2004), prior to either (1) any award to
contractor pursuant to 11-35-1530 or 11-35-1560, if the total contract price exceeds $500,000, or (2) execution of a change
order or contract modification with contractor which exceeds $100,000. Your price, including profit or fee, shall be
adjusted to exclude any significant sums by which the state finds that such price was increased because you furnished cost
or pricing data that was inaccurate, incomplete, or not current as of the date agreed upon between parties. (b) Records
Retention. You shall maintain your records for three years from the date of final payment, or longer if requested by the
chief Procurement Officer. The state may audit your records at reasonable times and places. As used in this subparagraph
(b), the term "records" means any books or records that relate to cost or pricing data submitted pursuant to this clause. In
addition to the obligation stated in this subparagraph (b), you shall retain all records and allow any audits provided for by
11-35-2220(2). (c) Inspection. At reasonable times, the state may inspect any part of your place of business which is
related to performance of the work. (d) Instructions Certification. When you submit data pursuant to subparagraph (a), you
shall (1) do so in accordance with the instructions appearing in Table 15-2 of 48 C.F.R. Section 15.408 (2004) (adapted as
necessary for the state context), and (2) submit a Certificate of Current Cost or Pricing Data, as prescribed by 48 CFR
Section 15.406-2(a) (adapted as necessary for the state context). (e) Subcontracts. You shall include the above text of this
clause in all of your subcontracts. (f) Nothing in this clause limits any other rights of the state. [07-7B185-1]



                                                             Page 78
PRIVACY -- WEB SERVICES (JAN 2006)

You agree that any information acquired by you about individuals or businesses that is available to you as a result of your
performance of this contract shall not be retained beyond the end of the term of the contract without the express written
consent of the government. Such information shall never be sold, traded, or released to another entity, including affiliates,
and shall not be used for any purpose other than performing this contract. Upon request, contractor shall provide written
confirmation of compliance with this clause. [07-7B195-1]

RELATIONSHIP OF THE PARTIES (JAN 2006)

Neither party is an employee, agent, partner, or joint venturer of the other. Neither party has the right or ability to bind the
other to any agreement with a third party or to incur any obligation or liability on behalf of the other party. [07-7B205-1]

TERM OF CONTRACT -- EFFECTIVE DATE / INITIAL CONTRACT PERIOD (JAN 2006)

The effective date of this contract is the first day of the Maximum Contract Period as specified on the final statement of
award. The initial term of this agreement is 5 years, 0 months, 0 days from the effective date. Regardless, this contract
expires no later than the last date stated on the final statement of award. [07-7B240-1]

TERM OF CONTRACT -- OPTION TO RENEW (JAN 2006)

At the end of the initial term, and at the end of each renewal term, this contract shall automatically renew for a period
of 1 year(s), 0 month(s), and 0 day(s), unless contractor receives notice that the state elects not to renew the contract at least
thirty (30) days prior to the date of renewal. Regardless, this contract expires no later than the last date stated on the final
statement of award. [07-7B245-1]

TERMINATION FOR CONVENIENCE (JAN 2006)

(1) Termination. The Procurement Officer may terminate this contract in whole or in part, for the convenience of the
State. The Procurement Officer shall give written notice of the termination to the contractor specifying the part of the
contract terminated and when termination becomes effective.
(2) Contractor's Obligations. The contractor shall incur no further obligations in connection with the terminated work and
on the date set in the notice of termination the contractor will stop work to the extent specified. The contractor shall also
terminate outstanding orders and subcontracts as they relate to the terminated work. The contractor shall settle the
liabilities and claims arising out of the termination of subcontracts and orders connected with the terminated work. The
Procurement Officer may direct the contractor to assign the contractor's right, title, and interest under terminated orders or
subcontracts to the State. The contractor must still complete the work not terminated by the notice of termination and may
incur obligations as are necessary to do so.
(3) Right to Supplies. The Procurement Officer may require the contractor to transfer title and deliver to the State in the
manner and to the extent directed by the Procurement Officer: (a) any completed supplies; and (b) such partially completed
supplies and materials, parts, tools, dies, jigs, fixtures, plans, drawings, information, and contract rights (hereinafter called
"manufacturing material") as the contractor has specifically produced or specially acquired for the performance of the
terminated part of this contract. The contractor shall, upon direction of the Procurement Officer, protect and preserve
property in the possession of the contractor in which the State has an interest. If the Procurement Officer does not exercise
this right, the contractor shall use best efforts to sell such supplies and manufacturing materials in a accordance with the
standards of Uniform Commercial Code Section 2-706. Utilization of this Section in no way implies that the State has
breached the contract by exercise of the Termination for Convenience Clause.
(4) Compensation. (a) The contractor shall submit a termination claim specifying the amounts due because of the
termination for convenience together with cost or pricing data required by Section 11-35-1830 bearing on such claim. If
the contractor fails to file a termination claim within one year from the effective date of termination, the Procurement
Officer may pay the contractor, if at all, an amount set in accordance with Subparagraph (c) of this Paragraph.
(b) The Procurement Officer and the contractor may agree to a settlement and that the settlement does not exceed the total
contract price plus settlement costs reduced by payments previously made by the State, the proceeds of any sales of
supplies and manufacturing materials under Paragraph (3) of this clause, and the contract price of the work not terminated;
(c) Absent complete agreement under Subparagraph (b) of this Paragraph, the Procurement Officer shall pay the contractor
the following amounts, provided payments agreed to under Subparagraph (b) shall not duplicate payments under this
Subparagraph:
(i) contract prices for supplies or services accepted under the contract;

                                                             Page 79
(ii) costs reasonably incurred in performing the terminated portion of the work less amounts paid or to be paid for accepted
supplies or services;
(iii) reasonable costs of settling and paying claims arising out of the termination of subcontracts or orders pursuant to
Paragraph (2) of this clause. These costs must not include costs paid in accordance with Subparagraph (c)(ii) of this
paragraph;
(iv) any other reasonable costs that have resulted from the termination. The total sum to be paid the contractor under this
Subparagraph shall not exceed the total contract price plus the reasonable settlement costs of the contractor reduced by the
amount of payments otherwise made, the proceeds of any sales of supplies and manufacturing materials under
Subparagraph (b) of this Paragraph, and the contract price of work not terminated.
(d) Contractor must demonstrate any costs claimed, agreed to, or established under Subparagraphs (b) and (c) of this
Paragraph using its standard record keeping system, provided such system is consistent with any applicable Generally
Accepted Accounting Principles.
(5) Contractor's failure to include an appropriate termination for convenience clause in any subcontract shall not (i) affect
the state's right to require the termination of a subcontract, or (ii) increase the obligation of the state beyond what it would
have been if the subcontract had contained an appropriate clause.
[07-7B265-1]




                                                             Page 80
SAP

VIII. BIDDING SCHEDULE / PRICE-BUSINESS PLAN


Business Plan


This section discusses the functional requirements of the project. All specific elements of this section must be directly
responded to in the proposal. Proposers should describe in detail how they intend to provide for each requirement. The
following objectives should serve as a focus:



    1.   Increase access to state park public accommodations by providing the number of phone lines and trained staff
         necessary to handle all reservations calls and transactions processing in a manner that is convenient to the public
         and to SCSPS personnel.
    2.   Provide one-stop reservations services to SCSPS, handling park walk-in registration, inventory control, and
         attendance data capture.
    3.   Improve the consistency and accuracy of campsite/cabin/villa availability information, including ADA
         accessibility, and provide campsite/cabin/villa availability data for inventory control.
    4.   Provide a system that will eliminate the confusion and errors caused by overlapping reservations and undefined
         lengths of stays and eliminate double booking of campsites/cabins/villas.
    5.   Increase campsite, cabin, and villa occupancy through referrals, especially in underutilized parks.
    6.   Allow for the reservation of picnic shelters, community buildings, horse stall, and other facilities.
    7.   Reduce the time and effort park staff spends taking reservations and registering state park users.
    8.   Provide a self-supporting system, designed, implemented, and maintained by fees generated by customer usage.
    9.   Provide a gift card / awards program
    10. Provide value-added opportunities for partnership marketing or cost savings to SCSPS.



The Central Reservation System intended by SCSPS will include:

        A centralized relational database management system (RDBMS) to manage reservation, registration, transaction
         and financial reporting data.

        Call Center - staffed in-house by the successful Vendor. Call center staff will be fully-trained operators
         knowledgeable of South Carolina State Parks facilities, rules and regulations, fees, customer types, use patterns,
         and South Carolina geography, place names, routes and means of transportation.

        Emergency reservation modifications in a timely manner

        Business rules to include holiday and peak season stay restrictions

        The Call Center will provide fulfillment services that comply with the current edition format and regulations in the
         official US Postal Service International Mail manual, to ensure accurate data entry and ultimate delivery.




                                                            Page 81
        The public will access the call center via a toll-free telephone number to make, change and/or cancel reservations.
        The call center will appear to the customer as being operated by SCSPS.

        The call center will accept credit cards, debit cards tied to a bank.

        The call center will direct callers to other South Carolina State Park lodging when the facility originally requested
        is full.



       Provide Real Time Internet Reservations – the Vendor‟s website is to be accessed by the public directly or through
        the South Carolina Department of Parks, Recreation and Tourism (SCPRT) website
        www.DiscoverSouthCarolina.com and South Carolina State Park Service (SCSPS) website
        www.southcarolinaparks.com .


       Provide In-Park Reservations – park staff will access the system via the Internet to make, change and/or cancel
        reservations.


       Training - Training and support of SCSPS personnel on park-resident System components, with initial and annual
        training to be provided by the Vendor to State Park staff at four regional locations in South Carolina.


       Help Desk Support - Help desk support for answering all Central Reservation System software user questions for
        park employees.


       Reporting - system provides screen, electronic file or print reports for the SCPRT central office and park staff.


       Remote Access – connectivity to Vendor‟s call center location to view reservations established at the call center
        and to monitor live phone conversations between call center operators and the reservation customers.


       Data Conversion - Data for existing campsite, cabin and villa reservations converted by the Vendor into the new
        Central Reservation System.

       Event Management and POS non-inventory capabilities


Additional CRS requirements by SCSPS are for Lodge Management. SCSPS is not looking for a complete Property
Management System (PMS) but does require PMS functionality in order to effectively run its resort park. The following list
of functional requirements is not all inclusive. See Tab 4 section 4.11 for additional Lodge Management requirements.

SCSPS requires limited Point of Sale (POS) functionality for Lodge Management as listed below.



       The ability to charge Point of Sale Items to Individual room reservations.


       The ability to have a master billing system for Group Reservations.


       The ability to track corporate invoicing and aging for Master billing for Group Reservations.


                                                            Page 82
        The ability to block off a set of rooms for group reservations in a timely manner without losing sites to other sales
         channels.


        The ability to set rates for a group of rooms and have the negotiated rate applied to each room at the time of
         reservation for all rooms in the invoice.


        The ability to have a group confirmation number rather than individual confirmation numbers for each room.


        The ability to handle package deals.
        The ability to change rates due to market circumstances, increasing or decreasing rates for a particular time period
         based on occupancy.



Optional Component Point of Sale (POS)
SCSPS is seeking an optional Point of Sale (POS) component. Vendors are encouraged to respond to this section if they
feel they have a solution that meets or exceeds SCSPS requirements.

Functionality and requirements include the following (this is not an all inclusive list)

        Vendor Information related to each item (including name of vendor, address, email, contact person)
        Purchase history of each item (to include purchase date, purchase price, quantity of each shipment)
        Management of stock for each item (to include re-order points, minimum/maximum levels)
        Return merchandise capability
        Location in the retail store of each item (row, shelve, bin, etc)
        Ability to perform a book versus physical inventory utilizing handheld inventory tools; must show cost and retail
         per item and totals for sections, rows, and for the entire operation
        Capability of generating reports that show profits per transaction, per item, per group of items, per section aisle,
         per section of store, per square foot, etc)
        Ability to print bar codes for each item
        Gift card capability
        Close-out reports to show sales history as related to time of day, profits per designated period, cost of inventory
         sold per period of time, etc
        Ability to assign multiple tax structures to each item
        Reports that will show statewide sales stats for each item (including mark-up, mark-down, margin of profit)
        Reports that will assist in managing a state-wide retail system (sales per location, cost per location, profit per
         location);ability to drill down and see this detail per item on a statewide perspective


Please see Tab Six (6) for additional detailed POS functional requirements as required by SCSPS.




                                                             Page 83
BIDDING SCHEDULE (NOV 2007)

Proposed Fee Based Deliverable Pricing

The Central Reservation System will result in a reservation fee based price, and deliverables based contract for work
performed. The CRS maintenance and support will be paid for by one of the following options(lots).

1.        The vendor will be compensated entirely through reservation transaction fees (fee per reservation) for all
          campsites/cabins/villas, picnic shelters and other rental facilities for all rentals at parks utilizing the CRS.
2.       The vendor will be compensated entirely through a daily campsite/cabin/villa, picnic shelters and other rental
         facilities rental surcharge fee for all rentals at parks utilizing the CRS.


Vendors must provide pricing response for all both Lots.

In order for SCSPS to compare pricing strategies, vendors are to use the following criteria.

              a.   SCSPS has 2872 campsites with 353,758 rental nights in FY07-08
              b.   SCSPS has 230 cabins/villas rooms with 44,872 rental nights in FY07-08.


            Central Reservation System                                     Transaction Fee

                         Lot 1

Cost per reservation transaction made at the call
center

Cost per reservation transaction made at the Internet
Site

Cost per reservation transaction made on site at a
Park

Cost per cancellation

Cost per reservation change

Cost per other transactions: (list)



            Central Reservation System                                     Transaction Fee

                         Lot 2

Cost per reservation transaction (fee per rental night
/ day) regardless of sales channel



Changes in fee structure and/or Vendor compensation will be negotiated prior to exercising the final contract.

Vendors are asked to provide information and cost on their ability to provide an electronic “Gift Card” option to the central
reservation.

Vendors are asked to provide pricing for their offered POS solution. SCSPS reserves the option to not procure a POS
solution.

                                                            Page 84
This is a copy of the online bidding schedule that all offerors will need to complete.




      Item              Quantity        Unit of Measure              Unit Price                  Extended Price
        1             100000.000                each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 1: Call Center
Tendering Text: Lot 1 Item 1: Cost per Reservation Transaction made at the call center. All bidders are to input the
price for one reservation trans action conducted by the call center.




      Item              Quantity        Unit of Measure              Unit Price                  Extended Price
        2             100000.000                each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 2: Internet Site




      Item              Quantity        Unit of Measure              Unit Price                  Extended Price
        3             100000.000                each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 3: On Site @ Park



      Item              Quantity        Unit of Measure              Unit Price                  Extended Price
        4             100000.000                each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 4: Cancellation Fee




                                                         Page 85
     Item             Quantity          Unit of Measure         Unit Price   Extended Price
       5            100000.000               each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 5: Reservation Change Fee




     Item             Quantity          Unit of Measure         Unit Price   Extended Price
      6             100000.000               each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 1 Item 6: Other




     Item             Quantity          Unit of Measure         Unit Price   Extended Price
       7            100000.000               each



Product Catg.: 98864 – Parks Systems Administrative Services
Item Description: Lot 2 Item 1: 24hr period Reservation




                                                      Page 86
SAP

IX. ATTACHMENTS TO SOLICITATION

NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME TAX WITHHOLDING


                               IMPORTANT TAX NOTICE - NONRESIDENTS ONLY

Withholding Requirements for Payments to Nonresidents: Section 12-8-550 of the South Carolina Code of Laws requires
persons hiring or contracting with a nonresident conducting a business or performing personal services of a temporary
nature within South Carolina to withhold 2% of each payment made to the nonresident. The withholding requirement does
not apply to (1) payments on purchase orders for tangible personal property when the payments are not accompanied by
services to be performed in South Carolina, (2) nonresidents who are not conducting business in South Carolina, (3)
nonresidents for contracts that do not exceed $10,000 in a calendar year, or (4) payments to a nonresident who (a) registers
with either the S.C. Department of Revenue or the S.C. Secretary of State and (b) submits a Nonresident Taxpayer
Registration Affidavit - Income Tax Withholding, Form I-312 to the person letting the contract.

The withholding requirement applies to every governmental entity that uses a contract ("Using Entity"). Nonresidents
should submit a separate copy of the Nonresident Taxpayer Registration Affidavit - Income Tax Withholding, Form I-312
to every Using Entity that makes payment to the nonresident pursuant to this solicitation. Once submitted, an affidavit is
valid for all contracts between the nonresident and the Using Entity, unless the Using Entity receives notice from the
Department of Revenue that the exemption from withholding has been revoked.
                                                 _______________________

Section 12-8-540 requires persons making payment to a nonresident taxpayer of rentals or royalties at a rate of $1,200.00 or
more a year for the use of or for the privilege of using property in South Carolina to withhold 7% of the total of each
payment made to a nonresident taxpayer who is not a corporation and 5% if the payment is made to a corporation. Contact
the Department of Revenue for any applicable exceptions.
                                                  _______________________

For information about other withholding requirements (e.g., employee withholding), contact the Withholding Section at the
South Carolina Department of Revenue at 803-898-5383 or visit the Department's website at: www.sctax.org
                                               _______________________

This notice is for informational purposes only. This agency does not administer and has no authority over tax issues. All
registration questions should be directed to the License and Registration Section at 803-898-5872 or to the South Carolina
Department of Revenue, Registration Unit, Columbia, S.C. 29214-0140. All withholding questions should be directed to
the Withholding Section at 803-898- 5383.


PLEASE SEE THE "NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME TAX WITHHOLDING"
FORM (FORM NUMBER I-312) LOCATED AT:
http://www.sctax.org/Forms+and+Instructions/withholding/default.htm

[09-9005-1]




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