case study: selecting a new ticketing system iaapa 2007
TRANSCRIPT
Case Study: Selecting a New Ticketing SystemIAAPA 2007
Denver Museum of Nature & Science
104 years old
One of the top 5 natural history museums in North America
Rocky Mountain region’s leading resource for informal science education
Serves 1.5 million visitors/year
1 million artifacts
Case Study
Denver Museum of Nature & Science
The RFP Process:
…and the role it played in helping us
select our new ticketing system.
It didn’t…..!
MaryAnn Stack
Director, Technology Development
Case Study
Denver Museum of Nature & Science
Why and how we selected and implemented a new ticketing system in less time than it takes to complete the
traditional RFP process.
MaryAnn Stack
Director, Technology Development
Case Study
Denver Museum of Nature & Science
Me & the 800 lb. Gorilla
MaryAnn Stack
Director, Technology Development
Primary Drivers for New Ticketing System
Online ticketing Self-service kiosks Connectivity to existing
systems Improved reliability at POS Access to data
Objective: Be prepared for an upcoming traveling exhibit that we knew would overtax our current system.
Original Implementation Plan
Total Project - 12 months Evaluation/RFP - 4 months Selection - 1 month Implementation - 6 months Final Testing - 1 month
Change of Plans – Timeline Gets Shorter
Exhibit Opening Date moved forward 7 months Opportunity for Museum
Increased attendance in Spring Art Museum Opening in Fall
Now realize that we have only 3.5 months Result of new contractual
requirements for advance
ticket sales
Plans Change – Timeline Gets Shorter
(the gorilla is born)
SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG
Original Schedule
Revised Schedule
Quick Review of our Requirements
On-Line Ticketing Timed ticketing Multiple venues
Kiosk capabilities Ticket fulfillment Timed ticketing Ticket purchase Member purchase
Better reliability at POS Open database
Reporting options Enterprise integration
Basic Economics
Economic driver: on-line fees Expected 500,000 on-line
transactions 5-month period
Option A: 3rd party on-line vendor Cost: $1,000,000 @ $2 Fees paid by purchaser
Option B: Buy/Own DMNS revenue: $1,000,000
800 lb. gorilla
Options Considered
Stay with current POS system Contract 3rd party on-line service
Purchase & implement new system
Requirement:
On-line ticketing in 3.5 months
Decision to Purchase System
Implement in 3.5 months Use on-line revenue to fund new system
purchase Gain new capabilities Generate revenue for other Museum
programs Allow option to lower transaction fees to
members in the future Generate incremental revenue from
future exhibits
Contingency Plan
Use existing POS system
Contact 3rd party on-line vendor
Defined drop dead date for implementation
Developed contingency implementation plan
Selection Process
No time for RFP Contacted knowledgeable
consultant Narrowed options based on
primary requirements On-line capabilities
No service fees Identified single Vendor that
matched primary requirements Evaluated system capabilities
against requirements
Contacted References
Contacted multiple references
Identified one organization that had nearly identical needs to ours Recently completed an Evaluation
and Selection Process Cooperative and Collaborative
Completed an Onsite visit with team Dir Technology Dev Controller Mgr of Visitor Services
Requirements
Evaluation Matrix
Existing Proposed
Reliable/proven POS………...…………………… -- + On-line ticketing…………………………………… -- + School group reservations……………………….. + -- Self-serve kiosks…………………………………... -- + Resource management…………………………... + -- Financial reporting………………………………… + +/-- Open architecture…………………………………. -- + Database access…………………………………… -- + References…………………………………………. -- + Connectivity to membership……………………… -- + Vendor support……………………………………... -- + Vendor commitment to culturals………………….. -- + Retail and Food Service options………………….. -- +
Identified How to
Compensate for Deficiencies
School group reservations Leave in existing system Allocate capacity between
new & existing Work with new vendor to
add capability
Financial Reporting Dedicated a developer to
produce required reports
Implementation Team
Ticketing Consulting Firm
Vendor Project Manager
TechnologyNetworkDesktop
DatabaseSoftwareTesting
Finance
Visitor ServicesAdmissions
Reservations
Implementation
New system for general public and member ticketing only
Vendor Hosted Webstore
Will Call pickup for all advance sales
Tear-Off tickets for exhibit entry control
DMNS applications for membership needs
MS-SQL Server Reporting Services
Implementation Schedule
SEP OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG
Eval / BuyWebstoreGo-Live
Will CallKiosksGo-Live
SQL Reporting
Svcs
POS & OEGo-Live
Train / InstallOnline Help
Support
Body Worlds 2
HUGE SUCCESS !!
BodyWorlds 2 Exhibit
March 10th thru July 23rd, 2006 680,000+ visitors to the exhibit 1 million plus visitors to the
website 300,000+ visitors to the Webstore 50% of ticket sales on Webstore
Transaction Fee Paid for New Ticketing Systems
TOP DAY on the Webstore
$204,630
Challenges
800 lb. gorilla800 lb. gorilla
Challenges
Selling the same event through two ticketing systems
Setting up configuration – hardware and software
Selling high volume of timed events
Fulfilling reporting requirements
Moving into eCommerce
Unplanned Power Outages
Since the Original Implementation
…we’ve added
Automatic capacity management between old and new system
Implemented self-serve purchase kiosks
Offered members on-line ticketing with No Transaction Fees
Implemented ‘Real Time’ Event Availability on website and digital signage at Admissions
Completed connection to our Membership database
Summary
Why and how we selected and implemented a ticketing system in less time than it takes
to complete a typical RFP process.
The right time. The right friends. The right team.
800 lb. gorilla
