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Introduction

What is the HNS Ticketing System?

The HNS Ticketing System is a comprehensive, modern ticketing platform designed specifically for the Croatian Football Federation (Hrvatska Nogometna Savez - HNS). The system manages all aspects of ticket sales, distribution, and access control for Croatian national team matches, including home games and away matches across Europe.

Background

The Croatian Football Federation requires a new ticketing system to replace their existing infrastructure. The current system, operated by Dekod, has served its purpose but needs modernization to meet contemporary expectations for security, user experience, and operational flexibility.

Project Scope

The HNS Ticketing System encompasses:

Core Functions

  • Ticket Sales - Online purchasing through HNS mobile application with zone selection
  • Seat Management - Automatic seat allocation using snake algorithm based on zone selection, with detailed stadium mapping
  • Payment Processing - Multiple payment methods including cards, deferred payments, and bank transfers
  • Digital Tickets - Mobile wallet integration (Apple Wallet, Google Pay)
  • Access Control - QR code generation and venue validation

Advanced Features

  • Quota System - Sophisticated allocation mechanism for partners, sponsors, and fan groups
  • Loyalty Program - Points-based priority access for regular attendees
  • Waiting Queue - FIFO queue management with push notifications
  • Customer Support - Tools for ticket transfers, refunds, and modifications
  • Physical Sales - Integration with retail partners (Petrol stations)

Administrative Functions

  • Admin Portal - Comprehensive backend management interface
  • Quota Portal - Self-service portal for quota holders
  • Reporting - Sales analytics and operational reports
  • User Management - OIB-based identity verification and blacklist management

Key Stakeholders

End Users

  • Croatian Fans - Primary ticket buyers with OIB verification
  • International Guests - Non-Croatian attendees (limited access, must be included in quota or purchased by Croatian citizen)
  • Loyalty Members - Regular attendees with priority access rights

Partners and Groups

  • Quota Holders - Organizations with allocated ticket quotas (sponsors, partners, fan groups)
  • Agencies - Physical sales partners (e.g., Petrol stations)
  • HNL Clubs - Croatian league clubs purchasing guest team tickets

Internal Staff

  • HNS Administrators - System operators managing quotas, matches, and overall configuration
  • Customer Support - Team handling refunds, transfers, and customer inquiries
  • Finance Team - Managing deferred payments and reconciliation
  • Security Team - Managing blacklist and access control

Technical Context

System Architecture

The HNS Ticketing System is built on modern mobile and cloud technologies with:

  • HNS Mobile App - Primary customer interface for ticket sales
  • Mobile Integration - Full integration with HNS mobile app for digital tickets
  • Backend API - RESTful API handling business logic and data management
  • Admin Interfaces - Separate portals for administrators and quota holders
  • Third-Party Integrations - Payment gateways, digital wallets, notification services

Key Technologies

  • Payment Processing - Stripe for card payments
  • Digital Wallets - Apple Wallet and Google Pay APIs
  • Notifications - Email and push notification services
  • Access Control - QR code generation and validation system
  • Database - Relational database for transactional data

Project Timeline

  • Planning Phase - Q4 2025 (completed)
  • Development Phase - Q1-Q3 2026
  • Testing and Migration - Q3 2026
  • Soft Launch - Late Q3 2026
  • Official Launch - September 2026

Success Criteria

The HNS Ticketing System will be considered successful when it:

  1. Prevents Ticket Resale - Personalized ticketing with OIB verification reduces unauthorized resale
  2. Improves User Experience - Faster checkout, digital tickets, and mobile convenience
  3. Rewards Loyalty - Regular fans receive priority access to high-demand matches
  4. Operational Efficiency - Reduced manual work through automation and self-service
  5. Revenue Protection - Proper VAT handling, secure payments, and reduced fraud
  6. Scalability - System handles peak demand during major matches
  7. Partner Satisfaction - Quota holders can efficiently manage their allocations
  8. Support Efficiency - Customer support tools reduce resolution time

Document Purpose

This documentation serves multiple purposes:

  • Requirements Reference - Detailed specifications for development teams
  • Training Material - Onboarding documentation for administrators and support staff
  • Operational Guide - Reference for day-to-day system operations
  • Technical Blueprint - Architecture and integration specifications for developers
  • Stakeholder Communication - Clear explanation of system capabilities for business stakeholders

Next Steps

To understand the system better: 1. Review the Vision to understand strategic goals 2. Familiarize yourself with key terms in the Glossary 3. Explore Epics to understand major functional areas 4. Read User Stories for specific requirements

Last Updated: November 2025