British Museum Ticketing System

Tender description

The British Museum seeks to award a contract to deliver a ticketing solution to support the rapidly changing needs of our customers and visitors, and to maximise revenue potential by securing the most cost-effective and fit-for-purpose system. The main goals driving the project are to: 1.Ensure business continuity by providing a robust, resilient, and reliable ticketing service 2.Increase profitability through a variety of means, such as enabling Gift Aid, improving donations functionality, and enable different types of cross-sales 3.Improve the customer experience to support the above, and to provide an excellent experience Lot 1: Founded in 1753, the British Museum was the first national public museum in the world. The collection tells the stories of cultures across the world, from the dawn of human history, over two million years ago, to the present. Objects range from the earliest tools made by humans and treasures from the ancient world to more recent acquisitions from Africa, Oceania and the Americas, the Middle East, Asia and Europe, as well as the national collections of prints and drawings, and coins and medals. In addition to work in London, the Museum takes part in an extensive programme of loans, tours and collaborative work, both across the UK and throughout the world. The British Museum is one of the most visited attractions in the UK with visitor numbers of c. 6 million per annum prior to COVID-19. It is open 362 days per year, for a minimum of 7 hours and a maximum of 13 hours per day. The Museum seeks to award a contract to deliver and maintain a ticketing solution to support the rapidly changing needs of our customers and visitors, and to maximise revenue potential with a cost-effective and fit-for-purpose ticketing system. The main goals driving the project are to: 1.Ensure business continuity by providing a robust, resilient, and reliable ticketing service 2.Increase profitability through a variety of means, such as enabling Gift Aid, improving donations functionality, and enable different types of cross-sales 3.Improve the customer experience to support the above, and to provide an excellent experience The following is in-scope for the current project, and must be delivered •An online ticketing platform •An onsite point-of-sale (POS) ticketing solution for selling, paying, printing, and scanning •A box office call centre solution •Ability to take sales at the cloakroom •Ability to sell Membership as a product onsite POS (not manage Membership, see out of scope items below) •A payment service provider (PSP) solution for onsite, box office call centre, and online platform •A backend ticketing solution inclusive of a reporting suite •Resiliency for onsite sales in case of internet outage or unavailability of the ticketing platform •Integrations to the Museum’s finance system Agresso, and e-mail marketing system Upland Adestra through the Museum’s Integration Hub (Museum staff to develop integrations) •Migration of data from the current ticketing system into the new solution •Multi-factor authentication for offsite access •A test environment of the solution