TO:Andrew P. Powers, City Manager
FROM:Jonathan Serret, Cultural and Community Services Director DATE:April 29, 2025
SUBJECT: Box Office Ticketing Agreement
RECOMMENDATION:
1. Authorize City Manager to execute a professional services agreement, with City Attorney approval, with Ticketmaster LLC in an amount not to exceed $250,000 for computerized ticketing services and Archtics customer relationship management solutions for the Bank of America Performing Arts Center Box Office with an initial term running from July 1, 2025, through June 30, 2028, including two, one-year extension options which may be exercised.
2. Find that this action is not a project as defined by California Environmental Quality Act.
LEVINE ACT ITEM: Yes
FINANCIAL IMPACT:
No Additional Funding Requested. Minimal staff time required to prepare the report is included in the Adopted FY 2024-25 Theatres Fund Budget. Budget for future years will be included as part of the upcoming biennial budget process.
BACKGROUND:
The Bank of America Performing Arts Center (BAPAC) is one of the largest performing arts facilities located between Los Angeles and San Francisco. Since its opening in 1994, the 1,800-seat Fred Kavli Theatre and the 394-seat Janet & Ray Scherr Forum have hosted approximately 10,000 performances, attracting approximately 6.6 million patrons and 1.3 million students. The performances include touring Broadway musicals, popular headline entertainers, family and children’s programming, ballet, as well as folk and modern dance companies.
Additionally, the center features classical music concerts, comedy shows, internationally renowned speakers, and a diverse array of community programs and recitals.
Box Office Ticketing Agreement
April 29, 2025
Since opening in 1994, BAPAC has utilized Ticketmaster LLC (Ticketmaster) software and services for box office functions. Although the City has solicited proposals through several Request for Proposals/Qualifications (RFP/Q) processes, Ticketmaster has been the most responsive vendor to meet the theatres’ needs. As one of the largest ticketing service companies in the Southern California region, Ticketmaster provides BAPAC with a complete ticketing system including extensive customer relationship management (CRM) and marketing tools. This significantly extends the marketing reach for the theatres and enables BAPAC to remain competitive in the entertainment industry, thus attracting high- profile, national tours while continuing to serve the local community.
DISCUSSION/ANALYSIS:
In accordance with City Purchasing Policies and Thousand Oaks Municipal Code section 3-10.401, staff solicited a formal RFP/Q for the Box Office Ticketing and CRM System Solution on January 31, 2025. The RFP/Q was publicly advertised in the Thousand Oaks Acorn newspaper and on the City’s procurement website.
Unlike the low bid requirements of the Public Contract Code, contracts for professional, management, general, or special services should only be awarded to firms or persons who have demonstrated an adequate level of experience, competence, training, credentials, resources, staffing, and other professional qualifications necessary for more than a satisfactory performance of the services solicited. The award of an RFP/Q is based upon a variety of factors that demonstrate best value to the agency for the solicited scope of service. The cost of the service may be considered as one of those factors; however, the lowest cost is not the sole factor in deciding who will be awarded the contract.
The City received proposals from two vendors, Accesso and Ticketmaster. After a thorough review of the proposals, the Review Committee, consisting of staff from Theatres, IT, and Finance - Accounting, invited both vendors to make formal presentations. The Review Committee evaluated the proposals based on key criteria, including pricing, equipment, marketing, and customer service delivery.
The Review Committee recommends that City Council approve a new contract with Ticketmaster.
The selection of Ticketmaster emphasizes staff’s commitment to ensuring an efficient and seamless ticketing experience while fostering a strong partnership with a vendor that shares our dedication to excellence. The Ticketmaster proposal provides the following benefits to the City and the Box Office operation:
• A complete ticketing and CRM solution through Ticketmaster Host and Archtics with extensive customer relationship management and marketing tools.
Box Office Ticketing Agreement
April 29, 2025
• Ticketmaster will maintain and replace existing hardware located on-site as needed and keep the hardware up to date with emerging technology at no additional cost.
• A variety of unique marketing tools designed to promote performances and events at BAPAC to new patrons. These marketing tools were a key factor in distinguishing Ticketmaster from competitors.
Ticketmaster remains an industry leader and continues to be the system of choice for many of the large commercial promoters that utilize BAPAC. Ticketmaster’s highly trained team of operational, marketing, and technical staff members have contributed to the success of the Box Office operations and the ongoing growth of BAPAC patron base.
The term of the Ticketmaster contract is for an initial period of three years with two optional, one-year extensions. Included in the Ticketmaster contract are subordinate agreements for data and credit card processing, which will be subject to the cancellation terms identified in the main Ticketmaster agreement. The new agreement will go into effect on July 1, 2025.
LEVINE ACT (California Government Code § 84308):
This item is subject to the Levine Act. City Councilmembers who have received a campaign contribution of more than $500 (aggregated) within the preceding 12 months from a party or their agent/representative, or a financially-interested participant involved in this proceeding may do either of the following: (1) disclose the contribution on the record and recuse themselves from this proceeding; or if applicable (2) return the portion of the contribution that exceeds $500 within 30 days from the time the official knew or should have known about the contribution, and participate in the proceeding.
All parties and their agents/representatives must disclose on the record of this proceeding any aggregated contribution of more than $500 made to any Councilmember within the preceding 12 months. Councilmembers are prohibited from accepting, soliciting, or directing a campaign contribution of more than $500 (aggregated) from a party, their agent/representative, or a financially-interested participant during a proceeding and for 12 months following the date a final decision is made. In addition, a party, their agent/representative, or a financially- interested participant is prohibited from contributing more than $500 (aggregated) to a Councilmember during a proceeding and for 12 months following the date a final decision is made (Attachment #1).
Box Office Ticketing Agreement
April 29, 2025
COUNCIL GOAL COMPLIANCE:
Meets the following City Council goal:
G. Continue City's commitment to community and cultural programs and services (such as Performing Arts/Theatres, Libraries, TOTV, Visual Arts, Youth and Senior Programs).
PREPARED BY: Marisa Hanke, Deputy Cultural and Community Services Director
Attachment:
Attachment #1 – Levine Act Disclosure Form
CAD:901-90\H:Common/Staff Reports/25_0429 BAPAC Ticketing Services Staff Report.docx