Systems and Procedures
A Division of The Office of Budget and Finance
A Division of The Office of Budget and Finance
The Arts Ticket Center operates six ticket offices: Eisenhower Auditorium; Schwab Auditorium; Playhouse Theater; Penn State Tickets Downtown; the Recital Hall; and Pavilion Theater. All ticket offices utilize the Archtics/Ticketmaster Ticketing System and are connected by the Penn State Backbone to allow the recording and printing of tickets for any event through each office.
The Eisenhower Office maintains a change fund that has been established with the Financial Officer in accordance with University Policy FN04 Long-Term and Short-Term Advances, to replenish the cash drawers at all ticket offices. Business Services is responsible for the fund at Eisenhower. The change funds may be used for events at any of the venues operated by the Arts Ticket Center.
This procedure outlines the necessary controls and fundamental responsibilities required to collect and report income attributed to ticket sales. Ticket sales include individual event sales as well as subscription sales for any given event. Events can consist of reserved seating and/or general admission sales.
To expedite the processing of subscription ticket packages for the new season, the Ticket Manager creates the events in the Archtics Ticketing System and associates a discounted price code for each subscription discount.
Prior to the beginning of a new season, information on the new season is forwarded to previous subscribers and patrons on the targeted mailing list. The patron selects the desired performances and orders tickets from the Arts Ticket Center by purchasing online, phone, or in person. Based on the requirements of a given package the patron may receive a discount for purchasing a particular package.
At the beginning of each shift, an authorized full-time staff member will remove the cash drawer(s) from the safe with the designated change fund for each seller at the ticket window(s). The Point of Sales (POS) Operator will count the change fund, then sign onto the Archtics Ticketing System by user ID and by password. The Archtics Ticketing System provides a report for all transactions by date, time, and operator.
The patron will advise the POS Operator of the specific event performance date and seating preference (if any) for the ticket(s) they want to purchase. The POS Operator will retrieve the Manifest Available screen, or the ISM Quick Buy screen (Exhibit A) and determine available dates with the number of seats requested through the Archtics Ticketing System. Once the patron has selected the seats the POS Operator will transfer them to the Shopping Cart screen (Exhibit B) where the price can be discounted if necessary (i.e., full price, student, etc.). Once the appropriate price code has been selected, the POS Operator will proceed to the Buy Screen (Exhibit C) by hitting the check-out key.
The POS operator then applies any necessary handling fees to access the total amount due. Before payment can be applied, the POS operator must search for the patrons' account to attach to the purchase. If the patron does not have an existing account, one must be created. The patron may pay the amount due by cash, check, money order, and/or University approved credit cards. The appropriate payment type is selected by hitting the Add key in the payment area of the Buy screen. A small window opens where the appropriate payment type is selected, and the check or credit card number can be added if relevant. If a payment amount is entered greater than the amount due, the Archtics Ticketing System will compute the amount overpaid, which is displayed in the lower right-hand corner of the Buy Screen. If this is a mistake, the POS can adjust the amount paid at this time. If the account has an overpayment, the monies will be applied to Account Credit to be used on future purchases. If the payment is being split between several payment types, the first payment type is selected, and the amount entered. Then the second payment type is selected. The System will calculate the remaining balance and assign it to the second payment type. Up to four payment types can be accepted.
Splitting payments to avoid credit card floor limits is not permitted. All checks are made payable to The Pennsylvania State University and are immediately restrictively endorsed upon receipt per University Policy FN01 Cash Revenues. All payments will be secured in a cash drawer until reconciled and deposited as described later in the Cash and Sales Reconciliation section. The POS Operator will verify the information and request the tickets to be printed by the Archtics Ticketing Terminal. The printed tickets will be immediately noted as "sold" in the system so that duplicate tickets cannot be sold. The POS Operator will review the printed ticket(s) to make sure they match the patron's request and are properly printed and legible.
The University business area/unit/department desiring to purchase tickets will provide the ticket office staff with their cost collector information and the Business Services Coordinator will then initiate a Journal Entry in the System for Integrated Management, Budget, and Accounting (SIMBA). Once approved, the Business Services Coordinator records the Journal Entry on an Excel spreadsheet (Exhibit D).
The sale via Journal Entry is entered into the Archtics Ticketing System using the journal entry payment type as the method of payment and will indicate the journal entry number.
Center for the Performing Arts staff desiring to obtain complimentary tickets for Center events must provide a written request either by email or by completing a Complimentary Ticket Request Form (Exhibit E). The Ticket Manager must approve the complimentary ticket request. (acceptable reasons include Press, promotion, courtesy, fund raiser, etc.) and forwarded to the Eisenhower Ticket Box Office where the request is filled. The contracts team for the Center for the Performing Arts approves the artist complimentary tickets through the process of negotiating the contract.
A Complimentary Tickets Issued Report (Exhibit F) is produced from the Archtics Ticketing System listing the date, event, name of recipient, number of tickets, and reason for the tickets given by the department authorizing the complimentary ticket(s). The reports are reviewed by the Ticket Manager and/or the Business Services Coordinator.
The sponsoring organization of any event whose tickets are sold through the Arts Ticket Center establishes its own policies and procedures related to the issuance of complimentary tickets if those policies and/or procedures do not conflict with any related University policy and procedure. The organization appoints a ticket liaison who provides the complimentary ticket policy and procedure in writing and places all other ticket requests to the Ticket Manager at the Eisenhower Ticket Office.
It is the Ticket Office's policy not to accept returns unless the event has been canceled or rescheduled. Under these situations, the return will be performed through the Return Ticket function in the Archtics Ticketing System. Returns performed at the time of the initial transaction will be refunded by method of initial payment. If the return is made after the initial transaction and the payment has been processed, the Archtics Ticketing System will note a Check Request on the Batch Details report (Exhibit G) and a Refund Request.
As a benefit to subscribers, the Ticket Center allows exchanges and returns of subscription tickets at no additional charge. The value of the ticket may be applied to any performance remaining within that season. Single ticket buyers may exchange their tickets but must pay an additional exchange fee. No refunds are given for these tickets.
NOTE: Tickets purchased by credit card must be refunded by credit card per Policy FN08 Refunds.
The Archtics Ticketing System documents the transaction and the operator performing the transaction on the Batch Details report (Exhibit G). All tickets have a bar-code which becomes voided the second the ticket is returned to the ticketing system. In the case of a ticket exchange, the replacement ticket information is entered into the Archtics System via the Exchange Ticket function. The system will compute the new charge and determine if there is a balance due or an account credit amount.
If a sponsoring organization wishes to offer an alternate exchange policy to its patrons, this can be discussed in the production meeting with the Ticket Manager and if it does not conflict with the Arts Ticket Center fee structure or the University policy or procedure the option will be considered.
After the close of business each day, the POS Operator will run the Batch Details Report (Exhibit G) to provide total sales figures and monies collected. The POS Operator counts the total monies on hand and deducts the amount of the established change fund from the total monies. The change fund will be separated from the total monies on hand and secured in a locked safe by an authorized staff member until the next sales operation commences. An adding machine tape of all cash, checks, money orders, and credit card reports collected for the day will be prepared and attached to the Batch Details Report. The cash, checks, money orders, and credit card reports will be secured until deposited in accordance with University Policy FN01 Cash Revenues. The POS Operator will reconcile the sales figures and attendant payments as indicated on the Batch Details Report with the total monies on hand. If out of balance, the POS Operator will research the discrepancy. If in balance, the POS Operator will date and initial the adding machine tape and take the tape with the monies and the Batch Details Report to an authorized Ticket Center employee.
The Business Services Coordinator will secure the monies received for deposit until deposited in accordance with University Policy FN01 Cash Revenues. The Business Services Coordinator will run the Batch Details Report for all users (Exhibit H) and ensures the total agrees with the consolidated deposit totals. If out of balance, the Business Services Coordinator will reconcile the discrepancy with the appropriate POS Operator. If in balance, the Business Service Coordinator will give the report to the Ticket Manager for approval then prepare the Cash Deposit Journal Entry. Any overage must be reported on the Cash Deposit Journal Entry by respectively crediting or (debiting) 22020050 Surplus/Deficiency. Any shortages must be covered by the Business Area. Any overage or (shortage) exceeding Policy FN01 Cash Revenues stated limits must be reviewed and approved on the Journal Entry for Incoming Funds by the budget administrator.
The Business Area makes the deposit with the depository bank according to Procedure CR2004 Accountability for Transfer of Items of Value (Except Equipment), Procedure FN2005 Processing Cash Revenues, Procedure CR2007 Bank Deposit Bag Tracking, and Policy FN01 Cash Revenues.
After each event, the Ticket Center Supervisor for that evening will request an Arts Sales Report (Exhibit I) and the Event Audit (Exhibit J) for the event through the Archtics Ticketing System.
A copy of each report will be filed in the event file in the Ticket Center and given to the appropriate representative of each event.
See Procedure FN2002 Processing Returned Checks for complete details on this business process.
Based on Policy FN18 University Approval Authorization, the Financial Specialist in the finance assistant role compares the revenue credited to the department as indicated on the SIMBA system to the Journal Entry for Incoming Funds prepared for the same period, and as appropriate, to the Event Audit Reports and Arts Sales Reports attached to the Cash Journal Entry. The Arts & Architecture Financial Specialist will investigate any discrepancies and review with the Ticket Manager or Center for the Performing Arts Financial Specialist.
Daily sales will be reconciled to daily revenues as outlines in the CASH AND SALES RECONCILIATION section.
It is the responsibility of the Financial Officer to monitor the financial activities of the department and to perform spot audits.
Violation of a financial policy should be reported to your supervisor, unit manager, Human Resources representative, and/or office responsible for the policy and/or procedure. Where those resources are inadequate, you may choose to make an anonymous report through the Penn State University hotline by calling 1-800-560-1637.
The Business Area Financial Officer is responsible for ensuring that procedures pertaining to the accountability and safeguarding of all cash receipts, cash funds, and other assets are established and followed in accordance with approved University policies and procedures. Regular audits relating to advances, cash, travel, equipment accountability, and other expenditures provide a means to protect University assets. The Financial Officer is responsible for collaborating with Internal Audit when audits are being performed in the administrative area. Audits relating to sponsored activities or other audits performed by external auditors may also be performed. The Financial Officer would also be responsible for collaborating with the external auditor and/or a central university office related to these procedures.
University Records retention must be managed in accordance with Policy AD35 University Archives and Records Management, and Records Retention Schedules approved by the Records Management Advisory Committee, the Office of General Counsel, and Senior Vice President and Chief of Staff. These records retention schedules are derived from - or based upon - federal, state, and local statutes or regulations, University Policy, industry standards, and business needs. All University Records must be maintained in such a manner to provide ease of access, establish a suitable audit trail for all transactions, and to be reviewed prior to disposition.
University Records and Transitory/Disposable Record are defined below. See Policy AD35, Definition of Terms for additional information.
Upon completion of the retention period, University Records must be disposed of via secure destruction or transfer to University Archives, unless an exception to the disposition process set forth below applies. If the disposition method for University Records states "Review by Archives" on the records retention schedule, the employees responsible for those records should consult the University Archivist for a final determination of disposition. For University Records that must be securely destroyed, units may arrange for shredding services by either contacting the Blue/White Shredding Program or the Inactive Records Center.
Exceptions to the disposition process are as follows:
To safeguard the privacy of individuals, records that contain Personally Identifiable Information (PII), as defined in University Policy AD53 Privacy Policy, or student records, as defined in University Policy AD11 Confidentiality of Student Records, must be destroyed beyond recovery. For additional information regarding privacy and the protection of an individual's personal information, see Policy AD53 Privacy Policy.
Additional questions may be directed to the Office of Records Management.
For questions or additional details, please contact the Ticketing Manager, Arts Ticket Center.
To request changes to this procedure, please contact the Office of Systems & Procedures by submitting a GURU Technical Support Request form.
October 30, 2024