The Denver Center for the Performing Arts is set to roll out a brand-new ticketing platform in January 2025. As part of this transition, all DCPA ticketing services — online, phone and in-person — will be unavailable during the week starting January 6. This temporary downtime will allow the organization to complete its transition to Tessitura, a leading arts enterprise software.
"The DCPA’s transition from one ticketing platform to another requires a considerable amount of data transfer between systems that must be rigorously and thoroughly tested," says Lisa Roebuck, the DCPA’s vice president of information technology. "Box office staff will finalize their months-long preparations and trainings to assist patrons. All available ticketing links must be updated across denvercenter.org. And the switch to Tessitura also necessitates a switch to a new email platform, which requires all new data feeds and further testing."
In an email sent to patrons on December 17, the DCPA outlined the key changes they can expect when the new system launches. Tickets for performances will now be delivered three days prior to the event directly in the body of an email, a change designed to make the tickets easier to locate while reducing their resale by third-party brokers. Patrons will need to create a new password for their accounts when the system is live to ensure that they can access their tickets and receive updates about upcoming events.
The email also previewed features that promise to enhance the ticket-buying process. Patrons will soon have the ability to choose their seats through interactive maps, easily upload tickets to Apple and Google Wallet, and enjoy automatic application of subscriber discounts upon login. The registration process for classes will also be streamlined to provide a smoother experience for both customers and staff.
Although the ticketing downtime might raise concerns for those planning to attend shows like Gutenberg: The Musical! or Monopoly Lifesized, Roebuck confirms that "no performances are planned during the week of our transition to Tessitura." During the transition, the box office phone line will remain open for non-ticket-related inquiries.
One of the most significant changes with the new system is its potential to limit the resale of tickets by third-party brokers. "In addition to [the DCPA's] ticket policy, ticket limits, ongoing manual scrutiny of all ticket purchases and digital awareness campaign, the DCPA will follow the growing national trend to deliver all tickets closer to the performance date in order to decrease the amount of time secondary brokers have to resell tickets at an inflated cost," Roebuck says.
Roebuck declines to provide specific details about how the new ticketing system fits into the DCPA’s larger cybersecurity policies, citing the proprietary nature of the organization’s protocols. While this may leave some questions unanswered, keeping such information private is considered a best practice in cybersecurity as it limits what potential attackers can learn about the organization’s defenses.
However, Roebuck does confirm that the DCPA adheres to PCI compliance standards and follows all applicable laws to protect customer payment and personal data. And she emphasizes that features like integrated ticket delivery and digital wallet compatibility will make attending performances more convenient. Subscribers will also see improvements such as faster seat processes and easier perks redemption, as Tessitura's more sophisticated technology is designed to handle these benefits efficiently.
"We always strive to improve our customer experience, and several features will do this from day one," Roebuck says. "The improvements in digital ticket delivery — including in-email barcodes, the ability to access tickets via an online account and the addition of Google Wallet as an option — will be much easier for all patrons. ... Additionally, Tessitura offers a wealth of new technologies that will transform our business, most notably a powerful, built-in data analysis and visualization tool, a suite of significantly improved customer relationship management tools, and a fully integrated email platform to expedite benefits such as pre-show reminders."
The DCPA plans to explore Tessitura’s full range of features in the future. According to Roebuck, these "may include online ticket exchanges, text messaging, chat features, demand-based pricing tools and a mobile app."
To avoid potential disruptions during the switch and subsequent downtime, purchase tickets and register before January 6. Patrons should watch for an email notifying them when the new system is live. While Roebuck notes that there may be a temporary pause in ticketing, the result promises to be a more seamless experience for audiences in 2025 and beyond.
For more information, contact the DCPA Box Office at 303-893-4100 or visit denvercenter.org.
"The DCPA’s transition from one ticketing platform to another requires a considerable amount of data transfer between systems that must be rigorously and thoroughly tested," says Lisa Roebuck, the DCPA’s vice president of information technology. "Box office staff will finalize their months-long preparations and trainings to assist patrons. All available ticketing links must be updated across denvercenter.org. And the switch to Tessitura also necessitates a switch to a new email platform, which requires all new data feeds and further testing."
In an email sent to patrons on December 17, the DCPA outlined the key changes they can expect when the new system launches. Tickets for performances will now be delivered three days prior to the event directly in the body of an email, a change designed to make the tickets easier to locate while reducing their resale by third-party brokers. Patrons will need to create a new password for their accounts when the system is live to ensure that they can access their tickets and receive updates about upcoming events.
Current shows Gutenberg: The Musical! and Monopoly Lifesized have no performances scheduled during the week of the DCPA transition.
Courtesy of Monopoly Lifesized
Although the ticketing downtime might raise concerns for those planning to attend shows like Gutenberg: The Musical! or Monopoly Lifesized, Roebuck confirms that "no performances are planned during the week of our transition to Tessitura." During the transition, the box office phone line will remain open for non-ticket-related inquiries.
One of the most significant changes with the new system is its potential to limit the resale of tickets by third-party brokers. "In addition to [the DCPA's] ticket policy, ticket limits, ongoing manual scrutiny of all ticket purchases and digital awareness campaign, the DCPA will follow the growing national trend to deliver all tickets closer to the performance date in order to decrease the amount of time secondary brokers have to resell tickets at an inflated cost," Roebuck says.
The DCPA intends to use Tessitura's full suite of features, which includes online ticket exchanges, chat features, a mobile app and more.
Courtesy of Adams Design
However, Roebuck does confirm that the DCPA adheres to PCI compliance standards and follows all applicable laws to protect customer payment and personal data. And she emphasizes that features like integrated ticket delivery and digital wallet compatibility will make attending performances more convenient. Subscribers will also see improvements such as faster seat processes and easier perks redemption, as Tessitura's more sophisticated technology is designed to handle these benefits efficiently.
"We always strive to improve our customer experience, and several features will do this from day one," Roebuck says. "The improvements in digital ticket delivery — including in-email barcodes, the ability to access tickets via an online account and the addition of Google Wallet as an option — will be much easier for all patrons. ... Additionally, Tessitura offers a wealth of new technologies that will transform our business, most notably a powerful, built-in data analysis and visualization tool, a suite of significantly improved customer relationship management tools, and a fully integrated email platform to expedite benefits such as pre-show reminders."
Those planning to attend performances or classes should buy tickets and register before January 6 to avoid any potential disruptions.
Courtesy of Adams Design
To avoid potential disruptions during the switch and subsequent downtime, purchase tickets and register before January 6. Patrons should watch for an email notifying them when the new system is live. While Roebuck notes that there may be a temporary pause in ticketing, the result promises to be a more seamless experience for audiences in 2025 and beyond.
For more information, contact the DCPA Box Office at 303-893-4100 or visit denvercenter.org.
