Document Revision History - PA - eMarketplace



Instant Lottery Game ServicesBusiness Requirements Document (BRD)Version0.6StatusBaselineIssue Date08 / 09 / 2017Document Revision HistoryVersionVersion DateSummary of ChangesAuthor0.07/28/2017Draft working version Greg DoucetteKelly BlackNicole Gallant0.608/09/2017Consolidation of team feedbackGreg DoucetteKelly BlackNicole Gallant0.708/16/2017Draft for issue to Committee for reviewGreg DoucetteKelly BlackNicole GallantStakeholdersGroupRepresentative(s)Instant Ticket Marketing & DesignKara Sparks / Cal Heath / Connie BlossFinance and Corporate ServicesCustomer CareJen TowsenIT Operations SupportChrisySecurityWilliam PhillipsInstant Ticket SalesVictoria Holman / Matt GreenstreetAccount ManagementDaniel Coyne / Aaron DrewContents TOC \o "1-3" \h \z \u Document Revision History PAGEREF _Toc490581211 \h 2Stakeholders PAGEREF _Toc490581212 \h 2Contents PAGEREF _Toc490581213 \h 3Introduction: Instant Lottery Game Services PAGEREF _Toc490581214 \h 6Document Scope PAGEREF _Toc490581215 \h 7Terminology: PAGEREF _Toc490581216 \h 7Detailed Requirements PAGEREF _Toc490581217 \h 91.Account Management Services PAGEREF _Toc490581218 \h 9Business Account Management Services PAGEREF _Toc490581219 \h 9Proprietary and/or Patented, Trademark, Service Mark Search and Registration PAGEREF _Toc490581220 \h 10Licensed Properties PAGEREF _Toc490581221 \h 10Licensed Properties PAGEREF _Toc490581222 \h 11Project Governance PAGEREF _Toc490581223 \h 12Audit and Certification Reports PAGEREF _Toc490581224 \h 13Business Recovery Plan PAGEREF _Toc490581225 \h 142.Instant Ticket Marketing Services PAGEREF _Toc490581226 \h 15Product Plan PAGEREF _Toc490581227 \h 15Marketing Plan PAGEREF _Toc490581228 \h 16Industry Analysis PAGEREF _Toc490581229 \h 17Product Research & Development PAGEREF _Toc490581230 \h 18Telemarketing, Ticket Ordering and Inventory Monitoring System PAGEREF _Toc490581231 \h 18Inventory Management Integration PAGEREF _Toc490581232 \h 19District Sales Representative (DSR) Transactions PAGEREF _Toc490581233 \h 20Reports PAGEREF _Toc490581234 \h 21Instant Ticket Inventory Transition Plan PAGEREF _Toc490581235 \h 213.Instant Game Design and Printing PAGEREF _Toc490581236 \h 22Instant Game Planning Process PAGEREF _Toc490581237 \h 22Product Development and Game Design PAGEREF _Toc490581238 \h 23Instant Game Staffing PAGEREF _Toc490581239 \h 24Development of Printing and Production Schedule PAGEREF _Toc490581240 \h 25Game Design PAGEREF _Toc490581241 \h 25Ticket Catalogs PAGEREF _Toc490581242 \h 27Working Papers PAGEREF _Toc490581243 \h 27Ticket Numbering PAGEREF _Toc490581244 \h 28Ticket Printing PAGEREF _Toc490581245 \h 30Variable Number of Tickets per Pack per Game (pack size) PAGEREF _Toc490581246 \h 31Quality Specifications PAGEREF _Toc490581247 \h 324.Storage and Distribution of Instant Tickets PAGEREF _Toc490581248 \h 33Inventory Management PAGEREF _Toc490581249 \h 33Distribution Facility & Warehousing PAGEREF _Toc490581250 \h 35Warehouse Staffing PAGEREF _Toc490581251 \h 38Ticket Order Fulfillment PAGEREF _Toc490581252 \h 38Picking Process PAGEREF _Toc490581253 \h 39Instant Ticket Distribution PAGEREF _Toc490581254 \h 40Instant Ticket Collection and Return Process PAGEREF _Toc490581255 \h 41Shipping Additional Materials PAGEREF _Toc490581256 \h 42Ensure Secure Distribution/Distribution Subcontractors PAGEREF _Toc490581257 \h 42Ticket Distribution and Ticket Lifecycle Security PAGEREF _Toc490581258 \h 435.Instant Ticket Security PAGEREF _Toc490581259 \h 45Instant Ticket Printing and Production Game Specifications PAGEREF _Toc490581260 \h 45Operations and Ticket Production Security PAGEREF _Toc490581261 \h 45Instant Ticket Security Incident Reporting PAGEREF _Toc490581262 \h 46Instant Ticket Security Controls PAGEREF _Toc490581263 \h 46Ticket Reconstruction PAGEREF _Toc490581264 \h 47Security Testing PAGEREF _Toc490581265 \h 47Printing Plant and Pre – Delivery Warehouse Security PAGEREF _Toc490581266 \h 48Employee Security Program PAGEREF _Toc490581267 \h 48Ticket Quality Testing PAGEREF _Toc490581268 \h 48Game Production and Prize Guarantees PAGEREF _Toc490581269 \h 49Winner’s File and Inventory File PAGEREF _Toc490581270 \h 51Secure Instant Ticket Transportation PAGEREF _Toc490581271 \h 516.Instant Ticket Game Closure PAGEREF _Toc490581272 \h 52Returned Tickets PAGEREF _Toc490581273 \h 52Game Close Audit PAGEREF _Toc490581274 \h 52Instant Ticket Destruction PAGEREF _Toc490581275 \h 537.Retailer and Employee Training PAGEREF _Toc490581276 \h 54Retailer & Employee Training PAGEREF _Toc490581277 \h 54Provide a sample of a standard retailer training manual. PAGEREF _Toc490581278 \h 54Retailer Security Training PAGEREF _Toc490581279 \h 55Supplemental Professional Training Support PAGEREF _Toc490581280 \h 56Corporate Partners Development Program PAGEREF _Toc490581281 \h 568.Dispensing Equipment & Systems Support PAGEREF _Toc490581282 \h 57Instant Ticket Dispensers & Signage PAGEREF _Toc490581283 \h 57Instant Ticket Management System Software Programming Support Requirement PAGEREF _Toc490581284 \h 589.Optional Services PAGEREF _Toc490581285 \h 59Offered & Invited Options PAGEREF _Toc490581286 \h 59Additional Marketing Services PAGEREF _Toc490581287 \h 59Product Innovation Roadmap PAGEREF _Toc490581288 \h 60Retailer Centric Devices PAGEREF _Toc490581289 \h 60Introduction: Instant Lottery Game ServicesLottery is seeking proposals for the replacement of its current Instant Ticket Management contract. The following BRD describes the service option sought that will meet Lottery’s need for printing and distribution of Lottery products, primarily instant tickets. This BRD and the associated proposal of service should include but not limited to; the development, design, production and marketing of secure, high quality instant tickets. Additionally, an offeror should provide insight on print technologies, sustainable ticket supply plans, distribution planning, facility description, market analysis (including player profiling). Finally, an offeror should provide information concerning telemarketing and ordering services, vending machine options (including addressing the current vending equipment owned by the Lottery), billing and financial reporting, account management, game development ticket characteristics and security and testing protocols. This BRD is structure in such a way as to describe the Lottery’s current state of operations, along with a listing of detailed requirements. Document ScopeThe Business Requirements Document (BRD) describes the end-state requirements of the Instant Lottery Marketing & Management Service, Instant Ticket Design and Printing, Instant Ticket Security, Instant Ticket Storage and Distribution, Training, Lottery Central System Integration, and Dispensing Devices of the solution to be sourced. Terminology:The following definitions apply to the box marked “Significance”: CRITICALThe section or subsection and its requirements must be responded and adhered to.REQUIREDThe section or subsection and its requirements are considered essential to the Lottery and should be adhered to. DESIREDThe section or subsection and its requirements are desired by the Lottery. INVITED OPTION???????????An Invited Option is identified as being of specific interest to the Lottery. Bidders are not obligated to include Invited Options in their Proposals and should consider them as added value. In addition please indicate using the appropriate drop box for each requirement and if appropriate include a comment for further explanation:Out of the boxConfigurable settingWould require customizationNot SupportedSupported in next releaseDetailed RequirementsAccount Management Services IDCategoryRequirementSignificanceBusiness OwnerStatusComments1.1Account Management ServicesBusiness Account Management ServicesAccount management services are required by the successful Offeror. Describe the account management services framework that will be employed for this contract. Please detail your standard account management process considering, but not limited to the following items:Provide regular billing and financial reports as required by PA Lottery.Attend regular meetings as requested by PA Lottery.Develop, implement, and manage effective and efficient account and financial management practices that allow each game to be successfully executed.Secure all legal clearances, consents, permissions, and implement tax withholdings and other procedures as required by law.Provide a single point of account management.Provide other services as required.CriticalDaniel Coyne? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.2Account Management ServicesProprietary and/or Patented, Trademark, Service Mark Search and Registration The successful Offeror will be required to conduct trademark and service mark searches for all game names and patent searches for play styles used during the term of the Contract, and will be required to provide to the PA Lottery, before working paper execution, a written legal opinion as to the permissible use of each game name or play style based upon a search of registrations and applications for registration filed with the United States Patent and Trademark office, applicable state agencies and other appropriate sources. New trademark and service marks developed for the PA Lottery shall be the property of the PA Lottery and will be registered in the name of the PA Lottery at its direction. The Offeror may be required to register new Trade Marks as determined by the LotteryCriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.3Account Management ServicesLicensed PropertiesThe Offeror may not separately charge the Lottery for licensing, royalties, or any other Intellectual Property fee for any items owned by the Successful Offeror, the Successful Offeror’s parents, affiliates, subsidiaries or any other entity owned by the Successful Offeror or the Successful Offeror’s parent company.? This requirement shall apply to all items owned by the Successful Offeror, the Successful Offeror’s parents, affiliates, subsidiaries or any other entity owned by the Successful Offeror or the Successful Offeror’s parent company, at the time the contract is executed for provision of services under this RFP, or at any time during the term of the contract for provision of services under this RFP, whether the item is sold or otherwise transferred to another party during the term of the contract.CriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.4Account Management ServicesLicensed PropertiesThe Offeror must list and describe any and all currently held exclusive licensing agreements or licensed properties of any kind in the response to this Proposal. All of the above must be available for use by the PA Lottery in producing instant tickets or in any advertising/promotions for the tickets. The required listing of all licensed properties must indicate which properties are available at no additional cost and those that will require an additional fee if the PA Lottery chooses to offer a game featuring this property.The PA Lottery reserves the right to acquire licensed properties from other sources at its own expense, for incorporation into instant games printed by the Successful Offeror for the PA Lottery.CriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.5Account Management Services Project Governance Project Management is an important aspect for the PA Lottery. Project Management is paramount in all aspects of delivering the systems and products provided for in this RFP on time and on budget.? This section is intended to provide criteria that will be used to evaluate the Project Management Practices for delivery of the solutions.The Offeror must identify an on-site technical project manager exclusively dedicated to this implementation. The Offeror must propose a project team structure (to include both Offeror and Lottery Staff), process and tools that facilitate Lottery oversight of the implementation. The Offeror must provide regular reporting in Microsoft Project format, walkthroughs and project status meetings as required by the Lottery.The Offeror must provide a secure website to access project records to enable Lottery staff to monitor project management tasks, schedules and issues. This requirement begins within thirty (30) days of the signing of the Contract and continues throughout the Contract.As the potential vendor describe how you will provide at a minimum the following services:Project Plan / CharterProject ScopeProject ScheduleProject GovernanceRequirements Analysis & TraceabilityGap AnalysisTCI & ROIStatus ReportingIssues ManagementRisk ManagementChange ManagementResource ManagementFinancial ManagementQuality Assurance & Control TestingCommunications, Change & TrainingKnowledge TransferCriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.6Account Management ServicesAudit and Certification ReportsPlease provide to the lottery a list of governance certifications and or audit reports that demonstrate the Offeror’s best practice standards compliance. The Lottery reserves the right to request copies of these reports annually for review. A sample of relevant certification and or audit reports may include:World Lottery Associate Security Controls Standard:2012MUSL Rule #2ISO 27001:2013 Information Security ManagementSSAE 16 Type I & IIISO 9001 Quality ManagementNOTE: the list above shall be updated, over time, to include and encompass the most up to date certifications and auditing reports and standards as exist in the industry. The Successful Offeror shall ensure that it will abide by the most up to date certifications and auditing reports over the term of the contract resulting from this RFP.CriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release1.7Account Management ServicesBusiness Recovery PlanThe Offeror must submit a standard business recovery plan that identifies areas of severe risk and recommends solutions for the management of the instant ticket lifecycle from ticket design and printing to timely distribution to the retailer for sale. This plan should address how the Offeror will manage the lottery’s risk and exposure to loss of revenue in the event of a disaster.CriticalBill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseInstant Ticket Marketing Services IDCategoryRequirementSignificanceBusiness OwnerStatusComments2.1Instant Ticket Marketing Services Product PlanThe proposal MUST include a sample of the Offeror’s recommended annual instant product plan developed for the PA Lottery. The sample recommended product plan will be for the first twelve (12) months of the contract. The plan should present the recommended strategy for instant game products in Pennsylvania including but not limited to:Offeror supportConsumer research testingRationale that supports these recommendationsGame launch scheduleTwelve-month, rolling product line planPrize structures/payoutsPrint quantitiesPrice point and product mixRecommendations on each price point’s positioning in relation to other price pointsRecommendations on positioning in relation to Fast Play games Sales data and trend analysesAnalysis of potential licensed propertiesSecond Chance offers, Second chance games Revenue projections with overall prize liability percentageCriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.2Instant Ticket Marketing Services Marketing PlanA proposal covering the first 12 months must include a copy of the Offeror’s marketing plan that should address the recommended strategy for marketing instant games in Pennsylvania including but not limited to:Consumer & retailer marketing signageRetailer incentive programs and promotionsInteractive marketingProposed ticket production quantities (move to Product Plan)Consumer promotionsSponsorshipsEvent marketingResponsible gamingRetail merchandising makeover program Merchandising of instant tickets at retail to maximize salesSecond-chance drawings (move from Product Plan)Winner initiativesBeneficiary initiativesMarketing best practicesResponse MUST include a sample.CriticalConnie Bloss? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.3Instant Ticket Marketing Services Industry AnalysisThe proposal must include a sample of the Offeror’s recommended semi-annual state-of the-industry analysis document. The analysis should consider global and regional industry trends, applicable trends for the Pennsylvania market and provide a comparison of each showing any potential gaps that may affect the PA Lottery.Provide a sample of the Offeror’s recommended semi-annual situational analysis of the instant game market in Pennsylvania, including but not limited to: player profileregional profilebusiness typesvendingtrendssecond chance offerssecond chance games opportunitiessales potentialCriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.4Instant Ticket Marketing Services Product Research & DevelopmentThe Offeror must describe any and all research vehicles used in support of the Lottery’s Instant ticket marketing initiatives, not limited to: game launchesgame performancegame developmentDescribe a plan for conducting and presenting research findings, including format and frequency of presentations.Response MUST include a sample.CriticalCal Heath? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.5Instant Ticket Marketing Services Telemarketing, Ticket Ordering and Inventory Monitoring SystemThe Proposal MUST include a description of a complete telemarketing and ticket ordering service for including telemarketing process management, telemarketing employee management along with software and systems to support the function. Please provide a description of how you will implement this service considering but not limited to the following topics:Retail ordersCall schedulesCoordination of distribution schedules/calendarOrder processing Managing service issuesReal-time monitoring of warehouse inventoryTracking and confirmation of pack deliveriesPerform quality assurance of telemarketing staff customer callsHandle customer complaintsReporting RequirementsPredictive OrderingNOTES: Telemarketing sales and ordering functions will be under the direct supervision of the PA Lottery in a co-located facility. CriticalJen Towsen? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.6Instant Ticket Marketing Services Inventory Management IntegrationAt a minimum, the proposed telemarketing system MUST have the flexibility or ability for Interfacing with other lottery central systems and integrate seamlessly with the inventory management function.CriticalJen Towsen? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.7Instant Ticket Marketing Services District Sales Representative (DSR) Transactions Proposals must describe how the system will include the following:support retailer inventory management transactions and messages for DSRs. Capabilities must exist for transferring shipments, packs, or tickets to the DSR’s inventory for tracking purposes. The DSR may issue packs to retailers, return packs or transfer packs to/from another DSR. Additionally, the System must allow for inventory to be transferred and returned to the lottery via the DSR at any time deemed necessary.The offeror must describe an efficient way for DSRs to report service issues.? Please indicate minimum and/or maximum time frames for responding to service calls?CriticalVictoria Holman? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.9Instant Ticket Marketing Services ReportsProvide a listing of all reports and their frequency that are available from the systems proposed in response to this RFP. Describe how these reports will be made available to the Lottery Central System.Include samples of each.CriticalCal Heath? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release2.10Instant Ticket Marketing Services Instant Ticket Inventory Transition PlanThe successful Offeror will have the responsibility to manage the orderly transfer of responsibilities from the current contractor to the successful Offeror. The response to this RFP requires the presentation of a strategic plan to accomplish this transfer in a seamless and smooth way to manage the transition of services and inventory.CriticalDaniel Coyne? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseInstant Game Design and PrintingIDCategoryRequirementSignificanceBusiness OwnerStatusComments3.1Instant Game Design and PrintingInstant Game Planning Process The proposal MUST include a complete description and timeline of the instant ticket planning process for an instant scratch-off game, from the development stage to the “available in the warehouse for distribution” stage. A timeline should be provided for a new game launch, as well as a re-order. The timelines should note key milestones within the development process, such as ticket art, prize structure, draft working papers, audit, review and execution. The timeline for a new game launch must include the time necessary to pack the initial allocations of tickets for delivery to retailers. Multiple timelines should be provided to address any variations beyond the standard game, including but not limited to licensed properties, playstyles (e.g. bingo or crossword), paper stock, or specialty inks.NOTE:The instant games planning process plays a vital role in the success of the PA Lottery’s instant ticket sales. With an aggressive game launch schedule that currently includes 60-70 new game launches per year and 7 (seven) price points, the PA Lottery works with the Offeror on a continual basis to quickly monitor the relative success of each game. Games may be re-ordered at the discretion of the PA Lottery. Sales from re-ordered games account for a significant portion of the PA Lottery’s total instant sales; therefore, quick turnarounds and flexible print schedules are imperative in the planning and production process to ensure that sufficient ticket inventory remains available with no lapses in sales for any game.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.2Instant Game Design and PrintingProduct Development and Game DesignThe Offeror will work under the direction of the PA Lottery and play a significant role in its product development program by providing insight and recommendations regarding games and implementation schedules. The proposal MUST include a complete description of their recommended product development support services associated with the design and introduction of an instant lottery game Including a detailed description of the Offeror’s recommended process and significant support personnel to be dedicated partially or exclusively to the PA Lottery for management consultation relating to game design.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.3Instant Game Design and PrintingInstant Game Staffing Identify and provide resumes, job descriptions, as well as the percentage of time expected to be dedicated to the PA Lottery for personnel that will be available for game planning, and design purposes. Include additional individuals that will be needed only occasionally to meet the requirements of the PA Lottery.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.4Instant Game Design and PrintingDevelopment of Printing and Production Schedule Offerors must provide weekly formal updates of all game development work-back schedules, production and printing schedules, including but not limited to working paper development and execution dates, print dates and delivery dates to the Pennsylvania warehouse throughout the term of the Contract.Provide a sample update report.Offerors must provide continuous updates to key development personnel of the PA Lottery.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.5Instant Game Design and PrintingGame Design The proposal must provide a detailed description of no more than fifteen (15) proposed instant PA Lottery games. These games should include: 1 sample for each price point ($1, $2, $3, $5, $10, $20, $30)Two seasonal gamesBingoCrosswordExtended Play ($3) – not bingo or crosswordA game with a 2nd chance drawing tied to itLicensed propertyVariables to consider include:prize structure overall game design, the number of tickets recommended to run the game, the recommended price point for the game, the rationale used in suggesting each of the games, andNoteAfter Contract award, the PA Lottery reserves the right to determine the games, ticket quantities, price points and prize structure of any game to be introduced, at its sole option. The Offeror must agree not to release copies or replicas of the games designed by or for the PA Lottery prior to the introduction of the gameCriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.6Instant Game Design and PrintingTicket CatalogsProvide one (1) copy of a ticket catalog containing representative samples of tickets from past available games produced over the last three years. The Offeror’s submitted proposals must include at least one binder of the actual physical printed tickets. This printed sample catalog will be in addition to any stated page limitation in this RFP.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.7Instant Game Design and PrintingWorking Papers Proposals must include a description of the content of the working papers the Offeror will supply to the Lottery to meet standard industry best practice.Also, for review, proposals must provide a complete sample set of working papers for the following games:Standard gameCrossword GameBingo GameGame with a second-chance drawing The four complete sample sets of working papers will be in addition to any stated page limitation in this RFP.CriticalKara Sparks ? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.8Instant Game Design and PrintingTicket Numbering Provide a description of the processes used for ticket numbering considering the following:Pack Numbering Each ticket pack and all tickets within that pack shall bear a unique pack number. Each ticket must bear a unique number. The PA Lottery’s instant tickets are currently printed with the following configuration:Front of Ticket – A three (3)- digit ticket number (NTS), and a twelve (12)-digit PIN number, are printed on the front of the ticket.Back of Ticket- A four (4)-digit game identifier, with a seven (7)-digit sequential pack number, a three (3)-digit check sum and a three (3)-digit NTS number (ranging from 000 to 299, or other ending number, as specified by working papers for the game) are printed on the back of each ticket in a human -readable format. This human – readable game – pack- NTS number is printed in an area separate from the bar-code configuration. Describe in detail the method to be used in numbering the tickets, and provide and explanation of how it is ensured that no duplicate or void pack numbers or ticket numbers will be handled.Validation Numbering The PA Lottery requires a unique validation number and a twelve (12)-digit PIN. The validation number must be generated by algorithms and must not aid in the identification of a winner, expect by the use of a game-specific algorithm. The location of the validation and PIN number will be determined by the PA Lottery. The validation and PIN number must be covered by protective coating and rub- off material. Describe in detail the proposed system for assigning validation numbers to all tickets. Ticket Validation – Bar CodeDescribe your ticket validation bar code methodology.UPC Code – Retailer Describe your process considering the following:The PA Lottery requires that a UPC (Universal Product Code) bar code be printed to NAICS Standard on the back of all instant tickets. The PA Lottery will work closely with the successful Offeror to define the location and specific requirements for the UPC bar code placement. UPC Code – Retailer Inventory ControlDescribe your process considering the following:Describe in detail how the PA Lottery could assist retailers to manage inventories of instant games at the ticket level using retail UPC scanning technology. CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.9Instant Game Design and PrintingTicket PrintingThe offeror should provide a complete description of its printing capabilities outlining but not limited to the following:Front & Back Side minimum distinct display colors with capability of full bleedminimum overprint colorscolors consistencyUV coating (or improved coating) over the entire front surface of the ticket to provide a glossy finish inks which will not smear from sweatGame Data Printing and Inksgame data and ink security and qualityticket play symbols accompanied by captions to prevent alterationsAvailable FontsDescribe all fonts currently available for use in ticket productionDisclose any limitations in regard to the capability of imaging a variety of words, letters, numbers, characters, or unique symbolsLimitations must be fully and clearly specified in the proposal.CriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.10Instant Game Design and PrintingVariable Number of Tickets per Pack per Game (pack size)The offeror’s proposal should describe their capabilities to provide variable quantities of tickets per pack, per game. (Example: variable pack sizes)Critical Kara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release3.11Instant Game Design and PrintingQuality SpecificationsProposal must address how the offeror will manage ticket quality specifications to ensure the acquisition of instant game products that are marketable and of high quality and durability. Please consider the following but not limited to:card stock ticket dimensions environmentally friendly productsUPC and bar codes success rate readability inks and coatings Perforations lottery industry printing trade tolerances and practicesImages on the tickets (symbols, captions, retailer codes, validation codes, inventory control data and UPC and bar codes) are sharp and clearly definedCriticalKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseStorage and Distribution of Instant TicketsIDCategoryRequirementSignificanceBusiness OwnerStatusComments4.1Storage and Distribution of Instant TicketsInventory Management Proposal must provide a detailed plan to ensure that an adequate supply of tickets is always available for distribution, including third-party games, if any, chosen by the PA Lottery. The proposal must include a complete description of the real-time inventory control, management, forecasting and reporting system proposed. At a minimum, the proposed system must be capable of:Providing sales history and analysis of all instant games introduced during the past two years including, but not be limited to, the net impact that each instant ticket game has had on total PA Lottery sales and gross profits,Providing inventory control and management though the entire life cycle of each game,Producing reports tracking inventory from the warehouse through any status available in the system in summary and on a detailed basis,Producing status reports on an as-needed basis from the real-time records used to track ticket packs,Tracking the return of unsold packs of tickets (full or partial) at every available status point,Instant ticket sales forecasting:Short-term (90 days) forecasting by game and by retailerInitial game launch allocation quantities by retailer, taking game style, sales history and price point into account,Estimated retailer re-orders points considering tickets presented for validation and delivery time,Monitoring sales of slow-selling games and recommending replacement with another product, andSales analysis considering regional and/or seasonality factors of game styles and price points.Instant ticket statistical sales modeling that projects prospective sales considering the following characteristics:Instant ticket game styles and price points,Retailer experience with similar games' sales,Seasons'/ holidays' influence, andPA Lottery and retailer promotions and advertising flights planned.Identify properties that we can use to associate with sales volume based on game descriptions including the following;Price point,Prize pool,Probability of winning,Ticket size and appearance,Game play format,Instant Game Ticket Design,Instant Game Prize Tier Allocation, andHistoric sales of similar games.Please provide a list of all reporting capabilitiesCriticalKara Sparks / Cal Heath? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.2Storage and Distribution of Instant TicketsDistribution Facility & WarehousingThe proposal MUST demonstrate capabilities to:be responsible for the storage of tickets from the time they are delivered to the PA Lottery distribution facility until they are distributed to retailers or the PA Lottery's district offices. Facilities, organization and procedures must be designed to ensure the security and integrity of the games.The Distribution Facility will be co-located with the PA Lottery headquarters near Harrisburg, PA. The Offeror will sublease 45, 000 sq. Ft. secure warehouse space and 5. 000 sq. ft. of office space within the PA Lottery facility. The office space is to be designed and built out at the expense of the successful Offeror. The size of the warehouse facility may be adjusted to accommodate future increases in sales and the resultant additional games and ticket volumes as necessary. All procedures and controls must be approved by the PA Lottery. The warehouse must be located within the PA Lottery facilities near Harrisburg, PA. A co-location lease arrangement will be executed with the successful Offeror.The warehouse must include a minimum of 10, 000 square feet of secured space for use by the PA Lottery for storage of “online” ticket stock and supplies. All utility costs will be in addition to rental costs, Snow removal and all exterior maintenance costs are included in the rental costs. Interior walls have been constructed to provide a secure separation from the space occupied by the PA Lottery. Construction of office space within the office area will be at the cost of the successful Offeror. The cost of office furniture and equipment required by the Offeror including telecommunications, LANS, janitorial service and other normal items of such nature will be at the expense of the successful Offeror. Utility service will be installed and metered separately with the exception of any common areas. Separate restroom will be provided in the space dedicated to the Offeror operations. Parking will be included in the stated costs however, assigned parking is not contemplated. Exterior services such as snow removal. grounds maintenance, building repairs; etc., would be covered by the landlord.Ceiling height of the warehouse area will be 28 feet to accommodate 4 levels of skidded materials (the floor and three tiers).The Proposal must address the requirements set forth above and must include:A description of the security controls, including the access control system (s) and procedures,Security equipment and procedures,Intrusion detection and monitoring equipment and procedures, andFire prevention and detection, and flood detection.NOTE:Lease costs will be adjusted annually to reflect changes in the cost of real estate taxes. The Offeror will not bear any expenses for Lottery staff assigned to work within the offeror’s assigned area.CriticalDaniel Coyne? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.3Storage and Distribution of Instant TicketsWarehouse StaffingThe personnel used in the warehousing operation must be separated and independent from any printing operation. Submit a warehouse-staffing plan, including the resume of the prospective warehouse manager.CriticalDaniel Coyne? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.4Storage and Distribution of Instant TicketsTicket Order FulfillmentProposals should consider that the Lottery will require that:The Offeror will be responsible for the picking and packing 100% of ticket orders and other materials as required by the PA Lottery, including tickets manufactured by other Offerors. The PA Lottery anticipates purchasing no more than 10% of the total number of instant games and similar PA Lottery gaming products from other Offerors on an annual basis.Orders may be originated from the Telemarketing System, and any future system that may be developed to ensure retailers receive sufficient tickets and materials to achieve maximum sales. The procedures to be used cannot compromise security, integrity, efficiency or accuracy.CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.5Storage and Distribution of Instant TicketsPicking ProcessThe Proposal must contain a detailed plan for the picking, processing and packaging of instant packs for delivery to retailers. It should address all aspects of the operation including:Staffing and organization,Physical layout of packaging area including space requirements,Packaging staff training,Production standards,Anticipated hours of operation necessary to achieve next-day delivery during the week, on week-ends and during holiday periods,Picking and packaging procedures, physical controls, system controls, and employee/supervisor over-ride capability for miss-scanned packs or barcode “read” failures, andshipping containers and packaging materials.CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.6Storage and Distribution of Instant TicketsInstant Ticket DistributionThe proposal must document how the Offeror will:delivering instant tickets to retailers and the PA Lottery offices. Deliveries must be accomplished the next day to all areas of Pennsylvania where possible, but no later than two business days after the order is requested. If a subcontractor is proposed, such subcontractor must be identified and its full capabilities disclosed in the proposal. Process should provide retailers with information to track the status of shipments that are in transit. Full order tracking of all shipments must be the beginning of the next normal PA Lottery business day. Tracking information must be provided in a format acceptable for publication on the PA Lottery retailer website. Signed receipt or other acceptable proof-of-delivery must be provided to the PA Lottery in the same format publication on the retailer website. Describe the potential of a fully integrated tracking system for in transit tickets from warehouse to retailer delivery.CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.7Storage and Distribution of Instant TicketsInstant Ticket Collection and Return ProcessThe PA Lottery would like the Offeror to provide sample best practice program taking into consideration a solution for chain of custody of tickets that can be deployed for the lottery. This program should manage the return of tickets, whether full or partial packs, from the retailer to the distribution center to complete the game audit and ticket destruction process.CriticalMatt Greenstreet? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.8Storage and Distribution of Instant TicketsShipping Additional MaterialsThe Offeror will be required to include additional materials in routine shipments of instant tickets to be delivered to Retailers, at no additional cost to the PA Lottery. Such items may include: FlyersFace cardsannouncementsnewslettersgame brochuressuch as POS that falls outside the size limitson-line game supplies or ticket stockplay slipsother materials as designated to fit into the Offeror's standard shipping container(s)CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.9Storage and Distribution of Instant TicketsEnsure Secure Distribution/Distribution SubcontractorsThe proposal must ensure that the distribution of instant tickets is accomplished in a secure, effective, and efficient manner that presents a positive, professional image of the PA Lottery, the delivery company and the delivery person. The Offeror may subcontract with another company or companies to provide these services, but any and all such subcontractors must be identified and are subject to the same rules, provisions and requirements of this RFP and to the approval of the PA Lottery.CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release4.10Storage and Distribution of Instant TicketsTicket Distribution and Ticket Lifecycle SecurityProposals must demonstrate but is not limited to the following capabilities:The Offeror must present a detailed description of their security procedures in reference to the chain of custody for the full lifecycle of the ticket. This should describe how they handle the security of the ticket from the time it is created through the time it is cashed or destroyed. It should also demonstrate evidence that the printing systems and data of the tickets shall not be accessible to those involved in the warehousing activities and vice versa.A distribution plan that provides an overview of the methods and carriers by which packaged tickets are to be transported from the production plant to the warehouse. In addition, the plan should include the same type outline from the warehouse to the area offices and retailers. The plan should also show expected turnaround times the retailer can expect to get tickets when they place an order.A detailed description of the control system in place to account for packs of instant tickets from the time they arrive at the warehouse to the time they arrive at the retailer.A detailed description of the dimensions for the secure space for anticipated use by the Lottery in the warehouse, including segregated space for Lottery point-of-sale and premium items, supplies, and other items that are intended for delivery to Retailers and other marketing events over the course of 6 months.A detailed description of the warehousing space, which shall contain, at a minimum, a loading bay or ramp to receive delivery of tickets from tractor trailer trucks, backup electrical generation capability, fire protection, and security. Identify the environmental control systems to allow storage of instant tickets for up to twenty-four (24) months with no degradation in instant ticket quality.Critical Bill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseInstant Ticket SecurityIDCategoryRequirementSignificanceBusiness OwnerStatusComments5.1Instant Ticket SecurityInstant Ticket Printing and Production Game SpecificationsIt is the PA Lottery’s intent to receive Proposals for the printing of instant game tickets using “state of the art” production techniques, including the services necessary to design and produce secure, high quality instant tickets. Please submit a proposal that details the best practice you will utilize in the production of tickets throughout the Instant Ticket Lifecycle.CriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.2Instant Ticket SecurityOperations and Ticket Production SecurityThe proposal shall provide detailed security plan for the production of instant game tickets and may include but is not limited to:Plant securityGame ticket construction securityAnti-counterfeiting and validation securityRedemption securityGame design securityTicket destruction security. CriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.3Instant Ticket SecurityInstant Ticket Security Incident ReportingThe Offeror should provide a detailed security reporting process for monitoring and reporting security incidents to the lotteryCriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.4Instant Ticket SecurityInstant Ticket Security Controls Neither winning tickets nor non-winning tickets shall be recognizable by the human eye from any characteristics of the tickets other than by the play symbols concealed by the rub off material. Please document the industry best practice Instant Ticket Security Controls that you will utilize.CriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.5Instant Ticket SecurityTicket ReconstructionThe Offeror must describe in the proposal its industry best practice process for implementing Ticket Reconstructions between the Lottery and printing location. CriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.6Instant Ticket SecuritySecurity TestingThe Offeror must describe the Instant Ticket Security Testing processes it will utilize. Descriptions of the processes should include Dry and Wet testing methods and descriptions of the techniques than will be utilized. CriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.7Instant Ticket SecurityPrinting Plant and Pre – Delivery Warehouse SecurityThe Offeror must describe the security control environment for their printing plant locations, and controls used for pre-delivery warehousing. CriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.8Storage and Distribution of Instant TicketsEmployee Security ProgramThe success Offeror must establish a program to ensure that all those involved in the design, production, distribution or sale of the instant PA Lottery tickets are precluded from ascertaining or being knowledgeable of the location of winning tickets. The proposal must outline the procedures that will be implemented to address this requirement.CriticalBill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.9Instant Ticket SecurityTicket Quality TestingThe Offeror must describe its Instant Ticket Quality Testing process it will utilize. Descriptions of Quality Testing of instant tickets should consider the following possible testing methodsDRY TESTING: please give techniques and descriptions that you utilizeWET TESTING: please give techniques and descriptions that you utilizeCriticalBill Phillips / Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.10Instant Ticket SecurityGame Production and Prize Guarantees The proposal shall describe the methods and procedures to guarantee: That each game is printed in conformity with all game specifications included in the Working papersThat each game is printed in conformity with the prize structure included in the Working Papers so that prizes will constitute no more than the percentage of revenue stated, and larger prizes are all present in delivered tickets within stated tolerancesAll winning and nonwinning tickets are distributed throughout the entire population of the game according to industry standards and best practices in order to ensure randomness and prize structure integrity.It is required that complete production records be available at any time during production of games under any contract entered into by the PA Lottery. Describe these records and the manner in which they may be audited. Submit sample production forms to be used. Also described in detail any CPA audit performed on each game and provide a copy of a report from a game produced in the past 6 months. A certification and audit of the prize structure by an independent CPA firm is required. Describe what independent test or audits which the randomizer programs, computer tapes and production procedures are subjected to in order to ensure randomness and prize structure integrity. Also, describe computer programs, operations security, and data storage and transportation security.CriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.11Instant Ticket SecurityWinner’s File and Inventory File The proposal must describe the secure procedure for submitting to the lottery a computer file containing all prizes for the game, including grand prize entry tickets and annuity type prizes, if any. The offeror must also provide an Inventory file compatible with the gaming system accountability program. Format and specifics to be determined by the lottery.CriticalBill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release5.12Instant Ticket SecuritySecure Instant Ticket Transportation The proposal should document how secure transportation throughout the supply chain of Instant Tickets will be managed from the printing/manufacturing facility to the PA Lottery distribution facility and retailer locations. The proposal should also describe how the offeror will manage tickets returned and the destruction of tickets.CriticalBill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseInstant Ticket Game ClosureIDCategoryRequirementSignificanceBusiness OwnerStatusComments6.1Instant Game ClosuresReturned TicketsThe Offeror should document how it will manage the return ticket process. The process may consider but not be limited to:the return undeliverable, unaccepted shipments, including games purchased from other Offerors, to the PA Lottery in the original shipping containers or as returned from the delivery companyCriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release6.2Instant Game ClosuresGame Close AuditThe proposal should provide process for game audit and closure which may consider but is not limited to:procedures and specifications ensuring security control and audit specifications are maintained when an instant game is closedThe game closure procedure to be used in the closing of an instant gamethe method and timing of informing retailers of a game closure and the collection of unused ticketsthe procedure to be used to balance game tickets held in storage and by retailersspecifications for audit checks of instant ticket stockA list of any parties authorized to close a game and/or destroy ticketsCriticalChristy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release6.3Instant Game ClosuresInstant Ticket DestructionThe proposal should provide process for instant ticket destruction which may consider but is not limited to:the process for the secure disposal of undistributed and/or returned tickets in the PA Lottery system in an environmentally responsible mannera full description of ticket destruction procedures, including security measures to be employed during transport to disposal siteCriticalBill Phillips? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseRetailer and Employee TrainingIDCategoryRequirementSignificanceBusiness OwnerStatusComments7.1Retailer & Employee Training Retailer & Employee TrainingThe proposal should include retailer and PA Lottery employee training on the various aspects of handling the instant game process, as appropriate, including industry best practices.Training may be provided in conjunction with the on-line gaming system contractor.The proposal shall demonstrate how Offeror will be responsible for assisting in the developing and updating of training materials for new retailers in the skills necessary to merchandise, sell and properly account for instant tickets, including but not limited to settlement of sold tickets, end-of-game settlements, reporting lost or stolen tickets, end-of-day functions at retailer locations and theft prevention by both store employees and customers. Provide a sample of a standard retailer training manual.CriticalVictoria Holman? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release7.2Retailer & Employee TrainingRetailer Security Training The proposal should include a description of typical best practice for retailer security training. This training might include but is not limited to the following:training to ensure retailers conform to the security specifications applicable to the receipt, storage and sale of instant ticketsprocedures provided to the retailers to validate the integrity of packages of instant tickets on receipt and to confirm that they have received a particular shipment of ticketsretailer procedures regarding prize claim payout, ticket validation, instant ticket handling and storage, reporting of security issues and the handling of lost and stolen ticketsthe process in which training materials will be developed for retailers to enable them to meet the security specifications for handling instant tickets, including inventory, product storage, video surveillance, management of funds received for ticket purchases, and payment of winners if authorizedretailer procedures regarding prize claim payout, ticket validation, instant ticket handling and storage, reporting of security issues and the handling of lost and stolen ticketsCriticalJen Towsen /Bill Phillips /Christy Hile? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release7.3Retailer & Employee TrainingSupplemental Professional Training SupportDuring the term of the contract the Offeror will coordinate and provide additional support for PA Lottery staff training conferences and seminars by providing additional training professionals at an annual cost not to exceed $100,000 as approved by the PA Lottery. Training will be conducted on topics selected by the PA Lottery and at the times and locations determined by the PA Lottery.CriticalMatt Greenstreet? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release7.4Corporate Partners Development Program Collaborate with PA Lottery corporate sales staff in providing a comprehensive sales merchandising and marketing seminar as needed. Seminar costs should include food, lodging and event logistics. Annual cost not to exceed $100,000. CriticalScott Smith? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseDispensing Equipment & Systems SupportIDCategoryRequirementSignificanceBusiness OwnerStatusComments8.1Dispensing Equipment & Systems SupportInstant Ticket Dispensers & SignageThe Offeror should respond with a solution to meet the criteria below:During the course of the contract, the PA Lottery will require the purchase of instant ticket dispensing devices for use at retailer locations. The PA Lottery will provide specifications on an as needed basis and request the Offeror to negotiate the best price available and procure all such items as may be required from time to time for the normal conduct of business at retailer locations. The Offeror must agree to provide basic and custom design dispensers, to distribute the required number of full packs of instant tickets using the best marketing and sales approached. Costs of dispensers and at-retail peripherals acquired under this paragraph will be passed from the Offeror directly to the PA Lottery with no mark-up.CriticalAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release8.2Dispensing Equipment & Systems SupportInstant Ticket Management System Software Programming Support Requirement The offeror must provide over all software and project management governance for the integration and development of code with the online systems as it relates to enhancing the Instant Ticket product delivery.Critical Aaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next releaseOptional ServicesIDCategoryRequirementSignificanceBusiness OwnerStatusComments9.1Account Management ServicesOffered & Invited OptionsA feature or item not identified in the RFP but that may be identified by the Offeror and included in the proposal. However, the PA Lottery makes no commitment to any quantity or timing for acquisition. The PA Lottery expects separate pricing for Offered Options, even though that pricing may be “No Charge.” The Offeror is not obligated to include Offered Options in the proposal.Invited options have also been included in the RFP (at: references). Invited options are items or services requested by the Lottery with pricing not to be scored. Invited options will be exercised solely at the option of the PA Lottery. It is expected that the Offeror will make such item or service available to the PA Lottery, unless separately negotiated after selection of the successful Offeror.Invited OptionAaron Drew? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release9.2Additional Invited Options for Future Growth Additional Marketing Services Provide information on other services or products, over and above those that are specifically required in this RFP. Explain why and how such service(s) or product(s) would benefit the PA Lottery. Invited OptionDaniel Coyne? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release9.3Additional Invited Options for Future GrowthProduct Innovation RoadmapThe Offeror should provide its five (5) year product roadmap outlining to the lottery its plans for development and delivery of innovative state of the art products and list and describe all offered additional capabilities that they currently can provide.Invited OptionKara Sparks? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release9.4Additional Invited Options for Future GrowthRetailer Centric DevicesAs an INVITED OPTION, this section should also include all innovations to assist the retailers in validation of tickets, theft avoidance devices such as bar code readers to assist with end-of-day or end-of-shift accounting and placing unsold tickets into a “Not available for sale” status over night or during non-store hours. Tickets placed in this status will again become “available forsale” as soon as the retailer signs on to the system the next business day.As an INVITED OPTION, the Offeror may propose technologies and/or methods that would provide accounting for instant ticket sales on a real-time basis. Other information as may be required to accommodate the desire of the PA Lottery to offer retailers the ability to activate individual tickets as they me sold at retail is also desirable.Invited optionJen Towsen / Matt Greenstreet? Out of the box? Configurable setting? Would require customization? Not Supported? Supported in next release ................
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