August 2026 WSF Update on the Ticketing and Reservation Modernization (TRM) Project

Project Overview

If you haven’t been introduced to this project yet, the purpose of the TRM project is to replace the online tools that WSF’s customers use to buy tickets and book vehicle reservations. WSF will also upgrade the technology and hardware that terminal employees and the customer service team use to sell and redeem tickets and manage vehicle reservations.

In March, WSF terminated the contract with a vendor they had been working with on the project due to ongoing challenges and delays. Since then, WSF has made changes to the project team, including onboarding a new project manager to help guide the team through a reorganization of the project phases and priorities. They’ve also revised their communications and engagement plans with the intent of getting customer and employee input earlier in the process.

Customer Relationship Management

One of the biggest changes to the TRM project is the decision to acquire a Customer Relationship Management (CRM) platform as the first phase of the project. The CRM will provide a centralized platform for WSF’s teams to manage customer accounts, contact information and communication history.

WSF knows customers and employees are most excited about new ticketing and reservation systems. However, having a CRM platform in place first allows WSF to integrate the new systems into the CRM from the beginning.

Ticketing and Reservations

While the CRM is being built, WSF is also moving forward with planning the new ticketing and reservation systems. These systems will be designed to integrate with the CRM platform. Once complete, customers will be able to manage their communication preferences, tickets and reservations all in one place.

WSF plans to release a Request for Proposals (RFP) later this year with the intent of having the vendor onboard and ready to begin building during the summer of 2027. They’re also designing multiple ways to obtain customer input throughout the project. They anticipate the first rollouts of a new ticketing and reservation system in late 2027 or early 2028, but will continue to share updates as they know more specific details.

Future Communication

WSF will continue to provide updates as they reach key milestones and plan opportunities for community engagement.