Washington State Ferries Ticketing and Reservation Modernization

The Washington State Department of Transportation is seeking a vendor to replace the online ticketing, vehicle reservation, and related back-office systems used by Washington State Ferries, the largest ferry system in the United States. Today the department runs a vendor-provided ticketing and point-of-sale system, an online ticket store, an in-house vehicle reservation system, and separate accounting and back-office tools that are poorly integrated, have reached the limits of their functionality or the end of their supported lifecycle, and leave service to customers and staff fragmented. The department wants one consolidated Ticketing and Reservations Solution that supports both reservation and non-reservation routes across online, mobile web, phone, and agent-assisted channels, plus handheld devices carried by staff. It must act as the system of record for fares, products, customer accounts, entitlements, and reservations. Capability areas include route-specific and effective-dated fare management, online sales of single-ride, multi-ride, monthly pass, and ReValue card products, vehicle reservations with recurring and group bookings, tiered release, standby and oversized vehicles, individual and business accounts, a PCI-compliant secure phone payment channel, ticket redemption and validation, fare corrections and exchanges, cancellations and no-show fees, service disruption management, and customer notifications. The solution must integrate with the department's new customer relationship management platform, a separately procured point-of-sale solution, the scheduling system, and other state systems.