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HomeMy WebLinkAboutPRR25202 Wigfall Responsive DocumentsCity of San Luis Obispo Professional Services Agreement Page 1 CITY OF SAN LUIS OBISPO PROFESSIONAL SERVICES AGREEMENT This agreement (Agreement) is made and entered into in the City of San Luis Obispo on _______________ by and between the City of San Luis Obispo, a municipal corporation and charter city (City) and Data Ticket hereinafter referred to as Contractor (collectively referred to as the “Parties”). WITNESSETH: WHEREAS, on November 8, 2024, City requested proposals for a Parking Citation and Permit Management System (the “Project”); and WHEREAS, the City wants to contract with a contractor to provide a software and support solution for citation and permit management (the “Services”); and WHEREAS, Contractor is qualified to perform this type of Services and has submitted a written proposal to do so, which has been accepted by City; and NOW, THEREFORE, in consideration of their mutual promises, obligations, and covenants hereinafter contained, the Parties hereto agree as follows: 1. TERM. The term of this Agreement shall be one (1) year from the date this Agreement is made and entered, as first written above. Unless notice of termination is made in writing by either party to the other no less than sixty (60) days prior to the end of contract term, this Agreement shall automatically renew for additional one (1) year terms for a maximum of five (5) years from the date of this Agreement. 2. INCORPORATION BY REFERENCE. Notice Requesting Proposals for Citation and Permit Management System, Contractor's proposal dated November 8, 2024, Contractor’s Technology Compliance Matrix, and Contractor’s Pricing Workbook, are hereby incorporated in and made a part of this Agreement, attached as Exhibit A. The City’s insurance requirements are hereby incorporated in and made part of this Agreement as Exhibit B. To the extent that there are any conflicts between the Contractor’s fees and scope of work and the City’s terms and conditions as stated herein, the City’s terms and conditions shall prevail unless specifically agreed otherwise in writing signed by both Parties. 3. CITY’S OBLIGATIONS. For providing services as specified in this Agreement, and upon receipt of an invoice, City will pay and Contractor shall receive compensation as set forth in Consultant’s proposal and pricing sheet, and pursuant to the Payment Terms set forth in Exhibit A. Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 1/6/2025 | 4:09 PM PST City of San Luis Obispo Professional Services Agreement Page 2 4. CONTRACTOR’S OBLIGATIONS. For and in consideration of the payments and agreements herein before mentioned to be made and performed by City, Contractor agrees with City to do everything required by this Agreement including that work as set forth in Exhibit A. 5. PAYMENT OF TAXES. The contract prices shall include full compensation for all taxes that Contractor is required to pay. 6. LICENSES AND PERMITS. At all times during the term of this Agreement, Contractor shall have in full force and effect, all licenses required of it by law for the performance of the Services described in this Agreement. The Contractor shall procure all permits and licenses, pay all charges and fees, and give all notices necessary under this Agreement. 7. COMPLIANCE WITH LAW. The Contractor shall keep itself informed of and shall observe and comply with all applicable State and Federal laws and regulations, and county and City of San Luis Obispo ordinances, regulations and adopted codes, which in any manner affect those employed by Contractor or in any way affect the performance of the Services pursuant to this Agreement. The City, and its officers and employees, shall not be liable at law or in equity occasioned by failure of the Contractor to comply with this Section. Failure to comply with local ordinances may result in monetary fines and cancellation of this Agreement. 8. COMPLIANCE WITH INDUSTRY STANDARD. Contractor shall provide services acceptable to City in strict conformance with the Agreement. Contractor shall also provide in accordance with the standards customarily called for under this Agreement using the degree of care and skill ordinarily exercised by reputable providers of such services. Where approval by the City, the City Manager, the Mayor, or other representative of City is required, it is understood to be general approval only and does not relieve Contractor of responsibility for complying with all applicable laws, codes, policies, regulations, and good business practices. 9. INDEPENDENT CONTRACTOR. a. Contractor is and shall at all times remain as to the City a wholly independent contractor. The personnel performing the Services under this Agreement on behalf of Contractor shall at all times be under Contractor's exclusive direction and control. Neither City nor any of its officers, employees, or agents shall have control over the conduct of Contractor or any of Contractor's officers, employees, or agents, except as set forth in this Agreement. Contractor shall not at any time or in any manner represent that it or any of its officers, employees, or agents are in any manner officers, employees, or agents of the City. Contractor shall not incur or have the power to incur any debt, obligation, or liability whatsoever against City, or bind City in any manner. b. No employee benefits shall be available to Contractor in connection with the performance of this Agreement. Except for the fees paid to Contractor as provided in the Agreement, City shall not pay salaries, wages, or other compensation to Contractor for performing the Services hereunder for City. City shall not be liable Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 3 for compensation or indemnification to Contractor for injury or sickness arising out of performing services hereunder. c. Contractor/Contractor’s duties and services under this agreement shall not include preparing or assisting the public entity with any portion of the public entity’s preparation of a request for proposals, request for qualifications, or any other solicitation regarding a subsequent or additional contract with the public entity. The public entity entering this agreement shall at all times retain responsibility for public contracting, including with respect to any subsequent phase of this project. Contractor/Contractor’s participation in the planning, discussions, or drawing of project plans or specifications shall be limited to conceptual, preliminary, or initial plans or specifications. Contractor/Contractor shall cooperate with the public entity to ensure that all bidders for a subsequent contract on any subsequent phase of this project have access to the same information, including all conceptual, preliminary, or initial plans or specifications prepared by contractor pursuant to this agreement.” 10. PRESERVATION OF CITY PROPERTY. The Contractor shall provide and install suitable safeguards, approved by the City, to protect City property from injury or damage. If City property is injured or damaged resulting from Contractor’s operations, it shall be replaced or restored at Contractor’s expense. The City’s facilities shall be replaced or restored to a condition as good as when the Contractor began the work. 11. IMMIGRATION ACT OF 1986. The Contractor warrants on behalf of itself and all subcontractors engaged for the performance of the Services that only persons authorized to work in the United States pursuant to the Immigration Reform and Control Act of 1986 and other applicable laws shall be employed in the performance of the Services hereunder. 12. NON-DISCRIMINATION. In the performance of the Services, the Contractor agrees that it will not engage in, nor permit such sub-Contractors as it may employ, to engage in discrimination in employment of persons because of age, race, color, sex, national origin or ancestry, sexual orientation, or religion of such persons. 13. WORK SCHEDULED/TIME OF COMPLETION. City and Contractor agree that time is of the essence in this Agreement. City and Contractor further agree that Contractor's failure to perform on or at the times set forth in this Agreement will damage and injure City, but the extent of such damage and injury is difficult or speculative to ascertain. Consequently, City and Contractor agree that any failure to perform by Contractor at or within the times set forth herein shall result in liquidated damages for each and every day such performance is late or delayed. City and Contractor agree that such sum is reasonable and fair. Furthermore, City and Contractor agree that this Agreement is subject to Government Code Section 53069.85 and that each party hereto is familiar with and Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 4 understands the obligations of said Section of the Government Code. City and Contractor agree that the timeline for conversion to digital permits will be in a phased approach and will be mutually agreed upon after the implementation is completed for the citation management system. A notice to proceed will be issued by the City with each implementation phase for digital permits. 14. PAYMENT TERMS. The City’s payment terms are 30 days from the receipt of an original invoice and acceptance by the City of the materials, supplies, equipment, or services provided by the Contractor (Net 30). Contractor will submit invoices monthly for actual services performed. Invoices shall be submitted on or about the first business day of each month, or as soon thereafter as practical, for services provided in the previous month. Final June invoices shall be received no later than the 5th business day of July to meet City fiscal year-end deadlines. Payment shall be made within thirty (30) days of receipt of each invoice as to all non-disputed fees. If the City disputes any of Contractor's fees it shall give written notice to Contractor within thirty (30) days of receipt of an invoice of any disputed fees set forth on the invoice. Any final payment under this Agreement shall be made within forty-five (45) days of receipt of an invoice, therefore. 15. INSPECTION. City shall at all times have the right to inspect the work being done under this Agreement and Contractor shall furnish City with every reasonable opportunity and assistance required for City to ascertain that the Services of the Contractor are being performed in accordance with the requirements and intentions of this Agreement. All work done, and all materials furnished, if any, shall be subject to the City’s inspection and approval. The inspection of such work shall not relieve Contractor of any of its obligations under the Agreement. 16. RELEASE OF INFORMATION. a. All information gained by Contractor in performance of this Agreement shall be considered confidential and shall not be released by Contractor without City's prior written authorization. Contractor, its officers, employees, agents, or sub-Contractors, shall not, without written authorization from the City Manager or unless requested by the City Attorney, voluntarily provide declarations, letters of support, testimony at depositions, response to interrogatories, or other information concerning the work performed under this Agreement. Response to a subpoena or court order shall not be considered "voluntary" provided Contractor gives City notice of such court order or subpoena. b. Contractor shall promptly notify City should Contractor, its officers, employees, agents, or sub-Contractors be served with any summons, complaint, subpoena, notice of deposition, request for documents, interrogatories, request for admissions, or other discovery request (“Discovery”), court order, or subpoena from any person or party regarding this Agreement, unless the City is a party to any lawsuit, arbitration, or Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 5 administrative proceeding connected to such Discovery, or unless Contractor is prohibited by law from informing the City of such Discovery. City retains the right, but has no obligation, to represent Contractor and/or be present at any deposition, hearing, or similar proceeding as allowed by law. Unless City is a party to the lawsuit, arbitration, or administrative proceeding and is averse to Contractor in such proceeding, Contractor agrees to cooperate fully with City and to provide the opportunity to review any response to Discovery requests provided by Contractor. However, City's right to review any such response does not imply or mean the right by City to control, direct, or rewrite said response. 17. OWNERSHIP OF DOCUMENTS. a. Contractor shall maintain complete and accurate records with respect to sales, costs, expenses, receipts, and other such information required by City that relate to the performance of the Services under this Agreement. Contractor shall maintain adequate records of services provided in sufficient detail to permit an evaluation of services. All such records shall be maintained in accordance with generally accepted accounting principles and shall be clearly identified and readily accessible. Contractor shall provide free access to the representatives of City or its designees at reasonable times to such books and records; shall give City the right to examine and audit said books and records; shall permit City to make transcripts or copies therefrom as necessary; and shall allow inspection of all work, data, documents, proceedings, and activities related to this Agreement. Such records, together with supporting documents, shall be maintained for a period of three (3) years after receipt of final payment. b. Upon completion of, or in the event of termination or suspension of this Agreement, all original documents, designs, drawings, maps, models, computer files, surveys, notes, and other documents prepared in the course of providing the Services under this Agreement shall become the sole property of the City and may be used, reused, or otherwise disposed of by the City without the permission of the Contractor. With respect to computer files, Contractor shall make available to the City, at the Contractor's office and upon reasonable written request by the City, the necessary computer software and hardware for purposes of accessing, compiling, transferring, copying and/or printing computer files. Contractor hereby grants to City all right, title, and interest, including any copyright, in and to the documents, designs, drawings, maps, models, computer files, surveys, notes, and other documents prepared by Contractor in the course of providing the Services under this Agreement. 18. INDEMNIFICATION AND DEFENSE. To the fullest extent permitted by law (including, but not limited to California Civil Code Sections 2782 and 2782.8), Contractor shall indemnify, defend, and hold harmless the City, and its elected officials, officers, Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 6 employees, volunteers, and agents (“City Indemnitees”), from and against any and all causes of action, claims, liabilities, obligations, judgments, or damages, including reasonable legal counsels’ fees and costs of litigation (“claims”), arising out of the Contractor’s performance or Contractor’s failure to perform its obligations under this Agreement or out of the operations conducted by Contractor, including the City’s passive negligence, except for such loss or damage arising from the sole or active negligence or willful misconduct of the City. In the event the City Indemnitees are made a party to any action, lawsuit, or other adversarial proceeding arising from Contractor’s performance of this Agreement, the Contractor shall provide a defense to the City Indemnitees or at the City’s option, reimburse the City Indemnitees the ir costs of defense, including reasonable legal fees, incurred in defense of such claims. The review, acceptance or approval of the Consultant’s work or work product by any indemnified party shall not affect, relieve or reduce the Consultant’s indemnification or defense obligations. This Section survives the completion of the services or the termination of this contract. The provisions of this section are not limited by and do not affect the provisions of this contract relating to insurance. Consultant’s indemnification obligations under this section extend to any claims arising out of or related to the negligence, recklessness, or willful misconduct of any sub-consultants/ subcontractors. 19. SUSPENSION OR TERMINATION OF AGREEMENT WITHOUT CAUSE. a. The City may at any time, for any reason, with or without cause, suspend or terminate this Agreement, or any portion hereof, by serving upon the Contractor at least thirty (30) days prior written notice. Upon receipt of said notice, the Contractor shall immediately cease all work under this Agreement, unless the notice provides otherwise. If the City suspends or terminates a portion of this Agreement such suspension or termination shall not make void or invalidate the remainder of this Agreement. b. In the event this Agreement is terminated pursuant to this Section, the City shall pay to Contractor the actual value of the work performed up to the time of termination, provided that the work performed is of value to the City. Upon termination of the Agreement pursuant to this Section, the Contractor will submit an invoice to the City pursuant to Section 14. 20. TERMINATION FOR CAUSE. If, during the term of the Agreement, the City determines the Contractor is not faithfully abiding by any term or condition contained herein, the City may notify the Contractor in writing of such defect or failure to perform. This notice must give the Contractor a ten (10) calendar day notice of time thereafter in which to perform said work or cure the deficiency. a. If the Contractor has not performed the work or cured the deficiency within the ten (10) days specified in the notice, such shall constitute a breach of the Agreement and the City may terminate the Agreement immediately by written Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 7 notice to the Contractor to said effect (“Notice of Termination”). Thereafter, neither party shall have any further duties, obligations, responsibilities, or rights under the Agreement except to comply with the obligations upon termination. b. In said event, the Contractor shall be entitled to the reasonable value of its services performed from the beginning date in which the breach occurs up to the day it received the City’s Notice of Termination, minus any offset from such payment representing the City’s damages from such breach. “Reasonable value” includes fees or charges for goods or services as of the last milestone or task satisfactorily delivered or completed by the Contractor as may be set forth in the Agreement payment schedule; compensation for any other work or services performed or provided by the Contractor shall be based solely on the City’s assessment of the value of the work-in-progress in completing the overall scope. c. The City reserves the right to delay such payment until completion or confirmed abandonment of the project, as may be determined in the City’s sole discretion, so as to permit a full and complete accounting of costs. In no event, however, shall the Contractor be entitled to receive in excess of the not to exceed amount shown in this Agreement. 21. INSURANCE. Contractor shall maintain prior to the beginning of and for the duration of this Agreement insurance coverage as specified in Exhibit B attached to and made part of this Agreement. 22. BUSINESS LICENSE & TAX. The Contractor must have a valid City of San Luis Obispo business license & tax certificate before execution of the contract. Additional information regarding the City’s business tax program may be obtained by calling (805) 781-7134. 23. SAFETY PROVISIONS. The Contractor shall conform to the rules and regulations pertaining to safety established by OSHA and the California Division of Industrial Safety. 24. PUBLIC AND EMPLOYEE SAFETY. Whenever the Contractor operations create a condition hazardous to the public or City employees, it shall, at its expense and without cost to the City, furnish, erect and maintain such fences, temporary railings, barricades, lights, signs and other devices and take such other protective measures as are necessary to prevent accidents or damage or injury to the public and employees. 25. UNDUE INFLUENCE. Contractor declares and warrants that no undue influence or pressure was used against or in concert with any officer or employee of the City in connection with the award, terms or implementation of this Agreement, including any method of coercion, confidential financial arrangement, or financial inducement. No officer or employee of the City has or will receive compensation, directly or indirectly, from Contractor, or from any officer, employee or agent of Contractor, in connection with the award of this Agreement or any work Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 8 to be conducted as a result of this Agreement. Violation of this Section shall be a material breach of this Agreement entitling the City to any and all remedies at law or in equity. 26. ASSIGNMENT. The Contractor shall not assign, transfer, convey or otherwise dispose of the contract, or its right, title or interest, or its power to execute such a contract to any individual or business entity of any kind without the previous written consent of the City. 27. AMENDMENT. Any amendment, modification, or variation from the terms of this Agreement shall be in writing and shall be effective only upon approval by the appropriate review authority according to the City’s Financial Management Manual. Contractor shall not be compensated for any services rendered in connection with its performance of this Agreement which are in addition to those set forth herein, unless such additional services are authorized by the City in advance and in writing. 28. COMPLETE AGREEMENT. This written Agreement, including all writings specifically incorporated herein by reference, shall constitute the complete Agreement between the Parties hereto. No oral agreement, understanding, or representation not reduced to writing and specifically incorporated herein shall be of any force or effect, nor shall any such oral Agreement, understanding, or representation be binding upon the Parties hereto. Each party is entering into this Agreement based solely upon the representations set forth herein and upon each party's own independent investigation of any and all facts such party deems material. 29. NOTICE. All notices to the Parties hereto under this Agreement shall be in writing and shall be sent either by (i) personal service, (ii) delivery by a reputable document delivery service, such as, but not limited to, Federal Express, which provides a receipt showing date and time of delivery, or (iii) United States Mail, certified, postage prepaid, return receipt requested. All such notices shall be delivered to the addressee or addressed as set forth below: To City: Mobility Services City of San Luis Obispo 1260 Chorro Street, Ste B San Luis Obispo, CA 93401 Attention: Donna King To Contractor: Data Ticket 2603 Main St, Ste 300 Irvine, CA 92614 Attention: Brook Westcott 30. GOVERNING LAW. Any action arising out of this Agreement shall be brought in the Superior Court of San Luis Obispo County, California, regardless of where else venue may Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Professional Services Agreement Page 9 lie. The validity, interpretation, construction and performance of this Agreement, and all acts and transactions pursuant hereto and the rights and obligations of the Parties hereto shall be governed, construed and interpreted in accordance with the laws of the State of California, without giving effect to principles of conflicts of law. 31. AUTHORITY TO EXECUTE AGREEMENT. Both City and Contractor do covenant that each individual executing this Agreement on behalf of each party is a person duly authorized and empowered to execute Agreements for such party. IN WITNESS WHEREOF, the Parties hereto have caused this instrument to be executed the day and year first above written. CITY CONTRACTOR _______________________________ By: Whitney McDonald Its: City Manager _______________________________ By: Brook Westcott Its: Chief Operating Officer APPROVED AS TO FORM: _______________________________ By: J. Christine Dietrick, City Attorney Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 CITY OF SAN LUIS OBISPO Solicitation 2410-001 Notice Requesting Proposals for a Parking Citation and Permit Management System November 8, 2024 4:00pm Response Provided by: Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, California 92614 949-428-7240 ClientServices@DataTicket.com EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 CONFIDENTIAL INFORMATION DISCLAIMER This proposal contains certain confidential and valuable information in the form of ideas, know-how, concepts, processes, plans and trade secrets that belong to Data Ticket, Inc. In accordance with the California Public Records Act, this confidential information shall not be disclosed outside the City and shall not be duplicated, used, or disclosed in whole or in part for any purpose except in the procurement process. Confidential information contained in this document is noted on each applicable page or image. A serious and irreparable competitive disadvantage in future procurements could result from the release of any confidential information contained in this proposal. Please notify us immediately, in writing, if there is a request for disclosure of any confidential information so that Data Ticket will have an opportunity to participate in any disclosure discussions. The following data, furnished in connection with this solicitation, shall not be disclosed except to those who are directly involved with the evaluation within the City and shall not be duplicated, used or disclosed in whole or in part for any purpose other than to evaluate the proposal provided. If a contract is awarded to this offer or in connection with the submission of this data, the City shall have the right to duplicate, use or disclose the data to the extent provided in the contract. This restriction does not limit the City’s right to use information contained in the data, unless it is obtained under proper authorization from another source without restriction. Note to the City of San Luis Obispo: Data Ticket has responded to the City of San Luis Obispo in full for every requirement identified. We respectfully request the City provide Data Ticket with the option to remove the following areas of our RFP Response in the event the City releases this Response to the public: o Screen Samples / Screen Shots of our Proprietary Solution o Diagrams proposing or Solution o Network Security diagrams o Report Samples of our Proprietary Solution o Audited Financials of Data Ticket, Inc, a privately held California Corporation EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 1 | Page TABLE OF CONTENTS SECTION SECTION NUMBER TABLE OF CONTENTS COVER LETTER SUBMITTAL FORMS A Proposal Submittal Summary Certificate of Insurance References QUALIFICATIONS B a. Description of Firm and Experience b. Resumes of Staff c. Standard Hourly Billing Rates d. Statement of Disqualification (Exhibit) e. References (Provided in Section C) WORK PROGRAM C a. Description of our Approach to the Work b. Detailed Schedule c. Estimated Hours of Work d. Attachment D (provided separately as required) e. Services or Data to be Provided by City f. Services and Deliverables to be Produced by Data Ticket g. Additional Information h. Description of Assumptions i. Technical Compliance Matrix (Attachment C – provided separately as required) REQUESTED CHANGES TO TERMS AND CONDITIONS D EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 2 | Page COVER LETTER Ms. Donna King Parking Program Manager RE: Bid 2410-001 Parking Citation and Permit Management System November 6, 2024 Dear Ms. King and Selection Committee: Data Ticket, Inc. appreciates the opportunity to respond to the notice requesting proposals for a Parking Citation and Permit Management System for the City of San Luis Obispo. We will demonstrate through our response to the City’s RFP our ability to exceed all requirements detailed and to provide the highest level of technology and performance today and in the years to come. Data Ticket, Inc. is a California Corporation, founded in 1989. Data Ticket is a California certified Small Business and a California certified Women Owned business. Data Ticket has been providing parking citation processing for 35 years and permitting solutions for over 19 years. Our services are offered nationwide and we currently process permits and parking citations for over 500 clients. We believe Data Ticket is the most forward-thinking parking citation and permit processing vendor in the industry and we believe we are the right partner to usher in the significant changes that are required by the City, the public, and other constituents. Statement of Interest: Data Ticket is excited about the opportunity to provide the required services to the City of San Luis Obispo. Our response is inclusive of all RFP components required. Data Ticket will provide a citation management solution, permit management solution, handheld citation issuance devices and citation enforcement software. Statement of Validity Period: This proposal shall remain valid for 365 days from the RFP closing date. Contact Person: The individual authorized to negotiate and bind the firm contractually to all statements in this proposal is Brook Westcott, Chief Operating Officer. Questions regarding this proposal should be directed to Brook Westcott at Data Ticket’s corporate headquarters. 2603 Main Street, Suite 300 | Irvine, CA 92614 | Office: 949-428-7240 Additionally, Brook can be reached via email at BWestcott@DataTicket.com or via a group email at ClientServices@DataTicket.com. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 3 | Page Summary: Our business model is simple: We offer our software and our services to our clients at fair prices. We offer “living” software that is consistently enhanced to provide the most advanced features in the industry. We offer services to our clients and to the public to create a cohesive experience for the public regardless of communication points. We believe that consistency in messaging and transparency in processing and services is the key to an efficient, effective permit and parking citation program. Thank you for the opportunity to provide a response to the City’s RFP. We believe after reviewing our response, you will determine that Data Ticket is the most responsible, responsive bidder. Best Regards, Brook Westcott Chief Operating Officer EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 4 | Page SECTION A: PROPOSAL SUBMITTAL FORM EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 5 | Page CERTIFICATE OF INSURANCE EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 6 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 7 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 8 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 9 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 10 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 11 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 12 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 13 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 14 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 15 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 16 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 17 | Page REFERENCES EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 18 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 19 | Page SECTION B: QUALIFICATIONS a. Description of Firm and Experience Data Ticket, Inc. is a California Corporation that provides parking citation processing, citation issuance hardware, citation enforcement software, administrative citation processing, parking permit management and collection services for Cities, Counties, Universities, Districts and other Public entities nationwide. Data Ticket employs 49 full time Staff. Data Ticket was incorporated in California in 1989. We provide expertise to ensure that citations get processed and collected in a timely manner for over 500 Agencies, nationwide. The Beginning – Delinquent Collections Data Ticket’s initial focus in 1989 was to attempt to collect citations that had been issued but not collected in a timely manner or were considered “delinquent”. We developed a niche in the industry that removed the management of California DMV registration holds and releases, customer service and delinquent noticing from public municipalities and offered a contingency based pricing model in return. The idea was simple: with no upfront cost, we would handle delinquent parking citations and only get paid when the citation was paid. The Middle – Registered Owner Acquisition and Expansion of Services The model worked well so we explored providing registered owner information to clients that simply needed to obtain a registered owner, so they could attempt collections. This service was offered on a per request basis, and it required that we set up direct communications with as many Departments of Motor Vehicles as possible. To date, we have more direct DMV communications with individual state DMVs than any other vendor and we are also strategic partners with NLETs. In addition to parking citation processing, we identified a need for California municipalities to outsource the processing of administrative citations. We were the first software provider in California to develop administrative citation processing software and to process for agencies that issue non-criminal citations. Unlike the start of our parking citation software, we started with handling the entire process, from issuance to collections. Now – Full-Service Processing and then some…. For parking citations, with both Delinquent Collections in place and the ability to acquire Registered Owner Information, Data Ticket quickly moved into Full-Service Processing that included citation enforcement software and hardware and expanded into collections at Franchise Tax Board, integration with License Plate Recognition software firms, pay by plate and space firms, the creation of our LPR solution and more. Today, Our client’s annual citation issuance ranges from 25 – 360,000. Every single client is treated with great care, attention and respect regardless of size. All citations EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 20 | Page are processed according to each client’s unique set of business rules, and always in compliance with state and local laws. Data Ticket’s sole office is in Irvine, California. All work performed will be handled out of this office. Our offices are always open to our clients, and we encourage in-person communication on a regular basis. Data Ticket, Inc. is a California certified Small Business Enterprise and a California certified Woman-Owned Business Enterprise. Data Ticket, Inc. has never been, nor is currently, involved in any bankruptcy. Likewise, we are not involved in a reorganization, liquidation or dissolution proceeding. A trustee or receiver has neither been appointed overall or to a substantial portion of the property of Data Ticket, Inc. under federal bankruptcy law or any state of insolvency law. Financial Stability & Capacity Data Ticket is privately owned and operated; we have no loans or debt. All our hardware and software are 100% owned, maintained, supported and upgraded by the company. Data Ticket is fiscally conservative and financially sound. There are no known financial issues that will prevent Data Ticket, Inc. from providing, implementing, and maintaining the proposed system for the term of the contract. In summary, we are fiscally conservative and financially sound, consistently planning for the future and ensuring that our research and system upgrades keep us at the forefront of the industry and provide our clients with fully tested, stable, leading-edge technology and services. Sub-Consultants Data Ticket is not now, nor do we plan to utilize sub-consultants in the execution of this contract. b. Resumes of Staff Staffing of the city’s implementation plan and the entire contract period is critical to the success of the implementation and to the partnership. We do not have separate teams such as a sales team, an implementation team, or a contract longevity team. The personnel we provide to the city during the implementation will be the same personnel the city communicates with throughout the life of the contract. We believe this structure best suits our clients and it provides for successful continuity and relationship building. Below we have provided the city with an organization chart, identifying the specific individuals who will be assigned to the city’s implementation and throughout the contract. These individuals will be available to City Personnel via direct phone numbers, direct email addresses, group email addresses and, in some cases, cell phone. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 21 | Page Data Ticket understands that our service and technology offerings are only as good as our Staff. It is our goal with each client to ensure we have a partnership based on solid, effective communication. We will provide City Personnel with a fully dedicated Project Manager to facilitate the implementation of our Solution and to manage all aspects of the project. In addition to the Project Manager, we will provide a supplemental Project Manager. These two individuals will be available during normal business hours, Monday – Friday 7am – 5:00pm Pacific and City Management will have their cell numbers for after hour assistance. This is normal protocol for Data Ticket as we service clients on the east coast and in other states. Individual Assignment of Tasks Brook Westcott, Chief Operating Officer, Project Manager for the City of San Luis Obispo IT Oversight Enhancement Prioritization Accounting Oversight Attendance at City Council Meetings Monthly Performance Review Collection Rate Statistics / Financial Analysis Internal Oversight of Operational Processes Heather Nowlan, Director Client Services & Supplemental Project Manager for the City of San Luis Obispo Client setup and maintenance Initial and on-going User Training Correspondence Review Attendance at City Council User and Administrator Setup Daily Questions Bradley Miller, Mobile Support Manager for the City of San Luis Obispo Handheld Training Handheld Customization Handheld Assistance / Follow-up Brook Westcott, Chief Operating Officer, will be the individual responsible for working directly with the City and the other vendors on a day-to-day basis to ensure the EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 22 | Page implementation is smooth. Specifically, Brook will be responsible for managing the Integration Roadmap, working with the City to ensure requirements are identified and delivered upon, and working with each vendor to ensure integrations are executed seamlessly. Brook will attend all City meetings, both on-site and off-site. Brook Westcott will also be responsible for ensuring the IT, Accounting, FTB, Noticing and DMV Functions work properly for the City. She will also be responsible for all financial analysis required by the City as well as contractual oversight Heather Nowlan, Director of Client Services, will be responsible for working closely with the City to attend all meetings and assist in providing each of the City’s Personnel with unique usernames and passwords that will provide access to the Citation Processing System at the appropriate, requested level. In addition, Heather will be responsible for providing all user training of the Citation Processing System Software. This training will be performed in person, via the Internet and over the phone. Finally, Heather will be responsible for reviewing all notices and correspondence to be sent on behalf of the City. Both Brook and Heather stay active with their Parking Education by attending California Public Parking Association meetings and events as well as by attending the International Parking Institute’s meetings and events. Wanda Stone, Mobile Support Manager, will be responsible for providing training to all Police Department and Parking Control Officers at the City’s preferred location(s). Wanda will also be responsible for providing regular enhancements to our Mobile Software and she will be responsible for working directly with City Personnel to ensure the handhelds are being utilized accurately to provide the most benefit to the Officers and to the City. Below we have provided resumes for the three individuals with whom the City will be working daily. Brook Westcott, Chief Operating Officer Brook brings more than 20 years of parking citation experience in addition to 17 years of administration citation processing experience. Brook has been a key member of the Data Ticket team for the past 16 years, actively managing each client’s citation processing to ensure each implementation is successful. Brook’s expertise in Project Management includes planning, designing, testing and executing client conversion, IT enhancements, new IT development, data management and process re-engineering. Brook’s focus since joining Data Ticket has been to develop new processes to streamline the flow of data through the system in order to provide more detailed data to our clients via real-time, online reporting. Brook also focuses her time on consulting with our clients on new legislation, current trends in the parking industry and new technology that will enhance our client’s current operations. Finally, Brook spends a significant amount of time reviewing our client’s processing business rules, looking for areas of efficiency. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 23 | Page Brook is a graduate of Baylor University with a Bachelor of Business Administration in Business Management. Prior to joining Data Ticket, Brook was a Senior Manager at Accenture for 11 years. During her time there, she served as project manager for high-profile projects in Spain, France, Italy, Chicago, New York, San Francisco, Minneapolis, Memphis and Orange County. Brook is responsible for overseeing the Information Technology, Accounting, Data Entry, Adjudication, and Operations Departments at Data Ticket. Heather Nowlan, Director Client Services Heather joined Data Ticket 15 years ago and is responsible for managing our clients’ needs via email, phone, and personal visits. She is responsible for assisting in the implementation of new clients, as well as for the retention of existing clients by ensuring Data Ticket staff understand our clients’ business rules and processing needs. Heather and her Department are responsible for testing all enhancements prior to release to our Production Environment. The Client Service Department works closely with our clients to identify enhancements to our Solution and, in turn, works closely with our Development Team to define the functional specifications for each enhancement so they accurately meet our clients’ needs. Heather is a graduate of Texas Christian University, and her experience includes more than 17 years of customer service in a fast paced, high energy, client-facing business. She brings a solid foundation to Data Ticket by utilizing effective communication skills with a detail-oriented service mentality. She has worked on numerous CRM (customer relationship management) programs in her prior experience and has been able to apply this knowledge directly to Data Ticket. Heather’s goal is to enhance the experience that our clients receive through personalized attention. Wanda Stone, Mobile Support Manager Wanda is a Microsoft Certified Applications Developer with a Henley Certificate in Supervisory Management 1995 from the Graduate Institute of Management and Technology, South Africa. She has been with Data Ticket for 12 years and serves as a Senior Programmer within our IT Department. Wanda is responsible for managing the IT staff that focus their time on development, as well as improving and maintaining our proprietary applications including our website and our electronic handheld units. Wanda has been primarily responsible for releasing a wireless handheld unit to our clients in 2009. This unit allows our clients to transmit citations wirelessly to our database so citizens can pay for and/or appeal instantaneously. Wanda is responsible for all handheld software development, integration into existing database and implementation. This includes all hardware and software research. In addition, our IT Department has released a new look and feel for our website this year to provide a more user-friendly and sleeker image. Our IT Department also excels in EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 24 | Page developing and maintaining existing software solutions using VB.net, as well as for maintaining the Microsoft SQL Server and creating and maintaining databases. Data Ticket Staff Access In addition to the individuals dedicated to the city on the prior pages, Data Ticket provides the highest level of services to each of our clients by providing access via phone, email and in person to all our Department Managers. We have adequately staffed each Department to accommodate every client’s needs. We do not share resources across Department; rather we have hired and maintain each Department such that there is no need to share resources; however, personnel are cross trained to ensure our entire staff is well versed in the entire citation processing lifecycle. City Personnel will have access to all Managers, as well as individuals within each Department. In addition, individual and group emails as well as direct phone lines will be provided to City Personnel to ensure Data Ticket is always accessible. Finally, cell numbers for specific individuals will be provided to City Personnel should the need for after-hours assistance ever be required. The team Data Ticket has proposed to work closely with the City of San Luis Obispo Personnel is well qualified in all areas of parking citation processing, permit management, integration and implementations and conversion. Below, we have provided the City with a high-level organization chart for Data Ticket. All the individuals identified on the chart work in the Irvine, California office and each of the individuals identified in the organization chart provided below will be made available to City Personnel throughout the life of the contract. Our personnel will be made available to the City 100%, as needed. During the implementation effort, we estimate Brook Westcott will spend 65% of her time, Heather Nowlan will spend 50% of her time and Wanda Stone and Bradley Miller will spend 25% of their time on the city’s implementation. Those estimates will vary depending on the various phases of the implementation. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 25 | Page Having provided that information, Data Ticket will not limit the amount of time we spend with the city, ever. Our structure and business model provide customer service to our clients that exceeds their needs. Additionally, we realize those needs change based on many factors, including time of year, new integrations, new employees, and other factors. We are quickly able to adapt to these changes in requirements and will always meet the city’s needs. c. Standard Hourly Billing Rates Data Ticket does not charge our clients standard hourly billing rules. d. Statement of Disqualification (Exhibit) EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 26 | Page e. References (Provided in Section C) EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 27 | Page SECTION C: WORK PROGRAM a. Description of our Approach to the Work Data Ticket has read and understands the City’s Scope of Work on pages 6 – 27 of the RFP. We have provided a response to the City’s technical matrix that details any points of clarification needed. Below we have provided a description of how we intend to approach the work. We have not restated each requirement, as we can confirm we will meet each requirement. Our Solution is offered to the City of San Luis Obispo as a Software as a Service. Data Ticket’s internal IT Department is responsible for the maintenance and all enhancements of our Solution. City Personnel will not be responsible for installing any hardware or software. Our Solution is 100% web-based, accessible and compatible with any internet browser and an assigned, unique username and password. (Please note due to PCI Compliance requirements, if the City utilizes Internet Explorer, the minimum acceptable version is IE 11). The City will never utilize old or outdated Software. Releases are performed weekly, each Thursday evening after hours so as not to disturb users. We maintain a Software Roadmap that details upcoming enhancements, when they will be released and how they positively impact our Client. Enhancements to the Solution stem from 3 sources: o Our Clients regularly provide feedback and request enhancements. These enhancements are analyzed, designed, built, tested and released. Clients can choose to take advantage of each enhancement. Our Solution Homepage provides details on upcoming releases, as well as past releases so our Clients are always up to speed. o Internally we are constantly brainstorming to offer new features for our Clients that will streamline and simplify their responsibilities. These enhancements are prioritized along with all other enhancements, analyzed, built, tested and deployed. o Other sources of enhancements include legislative changes, such as AB503, other vendors, news outlets and articles and trade shows. These enhancements are all prioritized along with the others and put into production when ready. Our Clients experience 99.87% up-time. Scheduled downtime is kept to a minimum and aided by a fully redundant Solution. Our approach to our business is continually evolving. We use our experience and expertise to continually improve our software and our services so that our partnerships with our Clients continue to evolve and grow. During the life of any contract, we believe it is our responsibility to benefit our Clients technically by providing regular enhancements. Our software is living software. It is provided as a Software as a Service (SaaS) model. Because our Clients do not own the software, it is Data Ticket’s responsibility to enhance that EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 28 | Page software regularly, thereby providing our clients with new, forward-thinking functionality. Data Ticket’s Citation and Permit Management Solution is available to our clients via a 100% web-based solution. Our ability to consistently deliver top-notch customer service is unparalleled. Our industry knowledge and willingness to partner on every level with our clients is how we win business and how we keep that business. Since we have the benefit of processing for many agencies, we have the access and ability to observe and understand “best practices” in the industry and to share those best practices with our clients. We partner 100% with our clients to meet and exceed their needs and we expect our clients to rely on us for our expertise. Parking Citation Processing Solution To further demonstrate how we envision parking citation processing occurring for the city, we have provided a diagram of processing. You’ll note in the below that we have agencies that apply a single penalty, two penalties or three penalties. We also have agencies that send notices at different intervals, place DMV Holds at different intervals and do and do not participate in Advanced Collections. Again, this graphic is simply used to start the discussion that will potentially drive efficiencies in the existing processes. Permit Management Solution Our Permit Management Solution is well configured to meet the very wide variety of permits we process. We have found since offering a Permit Management Solution that no 2 agencies are alike. The business rules of each agency often vary, thus what EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 29 | Page is a Beach Permit with specific business rules for one client may be totally different than a Beach Permit for another. Our Permit Management Solution is 100% web-based, accessible and compatible with any internet browser and an assigned, unique username and password. (Please note due to PCI Compliance requirements, if the City utilizes Internet Explorer, the minimum acceptable version is IE 11). The Solution is fully integrated with our Citation Processing Solution. A single login by a user will provide access to both Parking Citations and Permits. In fact, our Solution can prevent an individual from purchasing a permit if an open citation exists in the system. Of course, this is a business rule the City would need to have in place to work and many agencies prefer to allow individuals to purchase permits even if they have a parking citation. But the choice is yours. Releases for the Permit Management Solution are targeted at the Client level. Because permit rules and processes vary so heavily, it is rare to offer enhancements that cover more than a single client. Overview of the City’s Solution Through our response to the City’s RFP, you will find we have provided well thought- out responses to the City’s requirements but sometimes, as the saying goes, a picture is worth a thousand words. Below, we have provided an overview of how we see the City’s parking enforcement, citation management and permit management solution integrating with existing technology within the City. This graphic should be considered by the City as a living image that is updated regularly to ensure enforcement, citation management, permit management and all associated components are working in a single cohesive manner to better the City’s operations and to provide more flexibility for the City’s customers. Below, we have provided an overview of how we see the Solution as it is fully implemented, with areas of ownership identifying who is responsible for each section of the work. This is simply a proposal which should be reviewed by all parties, discussed to increase efficiencies, and updated as a living document during the implementation as well as annually during the process review required by the City. You will note the blue dashed products / solutions are not supplied by Data Ticket and the black-outlined items are all managed, supplied and maintained by Data Ticket. Additionally, you’ll note we have identified intervals for the interfaces as Real-Time, Daily and ‘As it Occurs’. Real-Time interfaces will utilize web services to share data across applications and products. Daily interfaces are those that share data between solutions daily and ‘As it Occurs’ are those interfaces that occur randomly, without a schedule, such as walk-in payments. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 30 | Page Looking Back and Looking Forward Our experience during the last five (5) years reflects tremendous growth internally as we continually provide enhanced software and solutions for our clients. In the last 5 years alone, we have provided our clients with the following new features:  A new user interface for our clients to manage their parking citations that is streamlined and efficient  Administrative rights provided to our clients to manage who has access to each feature on the web – our clients no longer need to email with a request to reset a password, remove or modify a user’s access rights!  Enhanced ability to accept out of country payments and mail notices to out of country violators  Report Generator feature provided to our clients to create, save and share custom reports from any field in the database  Automatic linking of all payment plan letters so our clients can view the custom letter when viewing a citation online  Addition of 20 new online reports  Display of a violation geo-map that provides our clients with a map of citations previously issued EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 31 | Page  Deployment of our “Easy Cite” feature which allows Officers to issue a citation in a few as 4 fields  Release of our Citizen Search Translator that translates our customer facing website to over 100 languages in a nanosecond  Replacement of our batch interface with CA DMV for registered owner information DMV registration holds and release to a real-time interface to CA DMV to obtain registered owner information, place registration holds and releases  Built in SOS feature on our handheld unit software to notify individuals of an officer in distress  Real-time communication amongst all handheld devices in the field  Real-time interface with CA DMV from the handheld citation issuance software to obtain the current registered owner and whether any payments have been made in the last 30 days This, of course, is just a snapshot of what we have been doing for the past five years. There are simply too many enhancements to list. Our Solution is a living solution based solely on the Customer Service we provide to our clients. You might be thinking to yourself, what does that mean? That means that we partner with our clients to ensure they have all of the services and technology required to process parking citations in the most efficient and effective manner possible. The last 5 years have not only been about internal growth. The last 5 years have also been about external growth. How does this help you? That’s the simple part: this helps you because we view ourselves as an aggregator of 3 key elements in parking citation processing that are critical to the success of any client:  Data – The more data we gather the more analysis we can perform to help us easily see trends in the industry and convey those trends to you. You see, the City of San Luis Obispo has access to its parking citation data. If you’re lucky or very proactive, you also have access to parking data at other local agencies, but chances are that’s not the case and if it is, what are you doing with that data? We have access to over 500 clients nationwide. We analyze this data to inform our clients when citations in a specific area are most likely to be paid, who will most likely appeal and why, what types of payment plans work best and, most recently, how clients are reacting to Assembly Bill 503.  Processes – In the RFP, you have provided the processes followed by City Personnel to administer parking citations. When was the last time you learned about how another agency processed adjudication requests or handled notice timing or even used Franchise Tax Board to impact collections? Have you considered allowing individuals the ability to schedule a hearing online? These are all processes we think about daily simply because we have exposure to a vast array of clients.  Knowledge – This one is simple. The more data we analyze, the more processes we are familiar with, the more knowledge we gain and share with our clients. This knowledge transfer is critical to increasing efficiency within our client’s parking programs. It is also critical to understand new technologies and integration points EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 32 | Page that will help our clients’ programs be more effective. We have never and will never charge a client for any integration. It’s just how we operate. We believe our clients operate most efficiently when their software providers and internal software speak to one another. The data is yours so let’s integrate it for a single, cohesive view of your entire parking program, not just citations! So enough about the last 5 years and about what we’re doing. Where are we going? As mentioned, we’ve got a detailed roadmap but that is not something we share in an RFP response that is open to a public record’s request. It simply opens us up to competitors having valuable information that we have worked hard to develop. That would not be a prudent business decision, nor would it be good for our clients. Rest assured, our core business will always be parking citation processing, permit management, citation issuance and enforcement and integrations with companies that will benefit our clients, but our innovative nature has us continuing to offer our clients much more. b. Detailed Schedule The City has requested a Proposed Work Schedule to indicate the duration and completion dates, along with any project milestones and/or deliverables needed to implement the Solution for the City. Below and on the following pages we have provided that Schedule. We have used a contract approval date of 12/19/2024 as an arbitrary date to begin the project; however, should that date shift, all other dates will shift accordingly. There are line items included in the schedule that we have assigned a best guesstimate. An example of this would be DMV’s lead time to reassign a parc code from the City’s current vendor to the City’s newly selected vendor is typically 6 weeks. Another example is the timeframe it will take the City’s current vendor to provide a conversion file. We have estimated that timeframe, but we have not spoken with the City’s current vendor to confirm that date. Similarly, we have proposed multiple conversion efforts to ensure the final conversion is expected as accurately as possible. The City’s current vendor will need to extract those files, and we will need to provide adequate timing for that to occur. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 33 | Page EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 34 | Page c. Estimated Hours of Work Data Ticket has provided a detailed schedule in response to section b within the Work Program section of our response. Within that schedule are the estimated duration of activities that occur during the transition and implementation period of the project. Beyond that, it will be up to the City to determine how involved in the citation processing and permit processing daily activities City Personnel will be. There are absolute requirements, such as the review and disposition of 1st Level Parking Citations; however, we do not understand the hourly commitment by City Personnel EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 35 | Page because we are not the City’s current vendor. We can guarantee that our solution will provide for the most streamlined process that will reduce any wasted time currently spent on activities. Other activities the City may elect to spend time on are the review, approval and mailing of permits, among others; however, that is also an activity that can be outsourced to Data Ticket. d. Attachment D (provided separately as required) As required, Data Ticket has provided Attachment D separately within our response to the City’s RFP. e. Services or Data to be Provided by City f. Services and Deliverables to be Produced by Data Ticket Data Ticket has provided a detailed schedule in response to section b within the Work Program section of our response. Within that schedule are the roles and responsibilities identified during the transition and implementation period of the project. Beyond that, Data Ticket offers several models to meet the City’s requirements. These models range from Data Ticket performing all services in-house to the City performing all services in-house to a combination of sharing or dividing tasks and services. Based on the City’s RFP, we understand the City wishes to provide the highest level of customer service for all types of customers while potentially removing some of the daily responsibilities. Based on this information, we have provided what we believe to be best practices that will provide the maximum benefit for the City’s Customers and Staff. The table below represents our suggestion only of how we believe the daily citation processing and collections responsibilities can be shared to maximize the efficiency of the process. Again, all services can be reviewed individually and the City, Data Ticket or a combination of both can perform each service. The check marked items indicate who will take the primary responsibility for the items below: EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 36 | Page Functionality City Personnel Performs Data Ticket Performs Parking Citation Processing On-going training of the Solution Data Entry of Manually Written Citations Automated Electronic Transmission of Citations Real-time automated registered owner retrieval Maintain all data within the Solution Generation, printing and sending notices View photos, videos and voice recordings of citations in the format in which they are sent Automated Bail Escalation Automated management of the FTB and Delinquent Processes Automated placement of CA DMV registration holds and releases Place citations on adjudication holds and scan all supporting documentation Enter 1st Level Dispositions Generate and send all Adjudication Letters Schedule 2nd Level Hearings Prepare and distribute Hearing packets Enter notes to be viewed by the City and Data Ticket Process corrections to citations Generate and mail Letters of Correction, Drive Away Notices, Letters of Non-Responsibility, and more Handle Customer Service, including IVR and live, bi- lingual customer service phone lines Make outbound customer service calls for those callers who so desired Handle escrow banking / refunds, NSFs, and credit card chargebacks Generate and mail of County / State surcharge payments on behalf of the city EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 37 | Page Permit Management and Processing On-going training of the Solution Review and Approval of all permit applications Mailing / distribution of physical permits Acceptance / processing of payments Mailing of renewal notices Issuance of refunds Management of waitlist / maximum permits available Hande Customer Service, including IVR and live, bi- lingual customer service phone lines Make outbound customer service calls for those callers who so desired Handle escrow banking / refunds, NSFs, and credit card chargebacks Maintain all data within the Solution Generation, printing and sending all correspondence View supporting documentation provided by permit applicant g. Additional Information Handheld Devices and Printers Our Citation Issuance Solution we have proposed for the City is provided on Android devices and/or Apple devices. Just like our Citation Processing Solution, our Citation Issuance Solution has been developed and is maintained in-house. We do not outsource any development. Like our Citation Processing Solution, our clients are never on old, outdated software. Releases are scheduled and communicated via our Citation Processing Solution and directly to each of the handheld devices. Installation of software enhancements are performed remotely and must be performed over a secure WiFi connection. On the following page we have provided 2 options for City Personnel to select from with regard to citation issuance solutions: EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 38 | Page N5Z1 Print All in One Solution Samsung Galaxy or Applie iPhone 2 Piece Solution Printers offered are the 3” TSC Printer and the Zebra 4” Printer. We have found these printers to be durable and light to better accommodate infield use. Technical Support / Accessibility Data Ticket’s handheld citation issuance software was developed and is owned and fully supported by Data Ticket, Inc. City Personnel will never work with a third party to resolve any handheld hardware or software support issues. Should the City need to replace or repair a unit, we have dedicated handheld resources available to you for troubleshooting, repairs, upgrades, general question inquiry and technical support. These individuals will be made available to the City Monday – Friday from 6am – 5:00pm Pacific via direct dial phone numbers and email addresses. These individuals will be made available via email with a guaranteed response time of 1 hour. In rare circumstances, the City may require a cell phone number to a support resource. That cell number will be made available to the City’s Project/Program Manager during the implementation phase. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 39 | Page Repair / Replacement Complete repair and replacement of handheld hardware is available for the City should anything happen to a device. If an incident does occur, Data Ticket requests an email be sent or a phone call be made to our Mobile Support, detailing what is wrong with the device. That will allow us to prepare a replacement unit to be sent to the City. This process takes less than 48 hours, so the City is not without a device for longer than that period. Often issues with a device can be fixed remotely which eliminates the need to send the device to Data Ticket. Training Data Ticket will provide all training and implementation free of charge to City Personnel. Training of City Personnel will be extremely important to gain full acceptance of the Solution. We have provided a high-level overview of the training for all users of the Solution. This overview will be customized to meet the City’s exact needs. Our Project Managers and the City’s designated representative will agree on the logistics required of the training to be performed. Specifically, we will identify the number of individuals who will require training, the types or groups of individuals who will require training and the type of training required. For example, Finance may require training on a subset of the reports offered, while the Officers may require training on a different subset of the reports offered. In addition to the types of training offered, we will work with City Staff to determine which type(s) of training are required: (i.e. in-person, Internet, user manual or specialized). Data Ticket will rely on the City’s Staff to support the training efforts by: oo Aiding the Data Ticket Project Manager in defining the number of and types of training sessions to be held oo Aiding the Data Ticket Project Manager in defining the individuals for whom training will be performed oo Providing feedback on each training session Once the initial training plan is mapped, we will begin to execute the training sessions. Training Group Type of Training Duration Format Supervisors Overview of: Website usage for citation processing Payment acceptance Receipt generation Keying of manual citations Payment Plan processes 1-2 hours Zoom EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 40 | Page NSF processes Credit card acceptance Reduction of fees Void/Dismissal of citations Partial payment acceptance, if applicable Refund processing Report generation Cashiers / Front Office Staff Overview of: Website usage for citation processing Acceptance of payments Noticing/Penalty timeline review Permit processing Adjudication system review Report generation ~ 1 hour Zoom Adjudication Overview of: Website usage for citation processing Acceptance of payments Noticing/Penalty timeline review Permit processing Adjudication system review Report generation Generation of judgment Generation of disposition letters Appeal Scheduling ~ 1 hour Zoom Enforcement Overview of: Usage of the handheld units Usage of the scofflaw reports Usage of the permit reports Chalking capabilities Report generation Usage of meter messages Transfer of files 2 hours Zoom This training has been identified at a high level. Once we begin working with the City, we will adjust all training such that it best suits the needs of City Personnel. We have never and will never place a limit on the number of hours of training provided. Some Agencies require more training than others and some agencies prefer Zoom meetings to in-person meetings. Our training efforts will meet the needs of the City’s Personnel. Security The City has not specifically requested information regarding security; however, we believe it is important to discuss it, so the city is confident their data is protected. Below, we have defined the technology, including the hardware and software to be provided for use by the City for the CMS and the PMS. The City and the City’s constituents and visitors will access our Solution using any web browser that EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 41 | Page supports TLS 1.2 or higher. This is a requirement of our PCI Compliance. The website is housed on a secure Windows 2016 server with the following security precautions:  Data Ticket’s data center environment is defined as follows:  Geographic location(s): 2603 Main Street, Suite 300 in Irvine, CA. In addition, our backup facilities are hosted in cloud.  We maintain local redundancy by utilizing multiple internet service providers, redundant failover firewalls, web servers, storage servers, and database servers. We additionally have the capability of utilizing services for additional failover capabilities.  Power: We maintain APC UPS devices for all production servers and equipment,  Server: We have redundant web, database, and file servers.   Infrastructure: We have redundant firewalls and the ability to host services in the cloud. Below and on the following page, we have provided the City with a network diagram and a firewall overview. These documents are considered confidential and proprietary to Data Ticket. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 42 | Page Data Ticket will be responsible for the System Administration processes and protocols. Data Ticket has a strict internal policy regarding the security of information. Access to information is confined as required. Acceptance of this policy is required when accessing the Solution and access to PII from specific DMV is masked as required by some states. Data Ticket’s network and security infrastructure provide secure access to all of the systems, including City access to our Solution and 24/7 public access to the citation processing software. All access requires a unique username and password and each web page and feature is securely protected such that users only have access to view the pages authorized. Data Ticket is SOC 2 Type 2 Compliant. All systems are backed up daily and we have full redundancy in the Cloud All local back-ups are taken off site daily and stored in a secure location. A complete disaster recovery plan is in place and tested annually. Should the City require viewing of our detailed disaster recovery plan, we are happy to provide it upon request. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 43 | Page Throughout the life of the contract, the City will retain all ownership of the data and at no time is the data considered property of any entity other than the City before, during and after the life of the contract. Data Ticket is PCI Compliant and SOC 2 Type 2 Compliant. Access to our Solution, Workplan, and Server Closet are all secured and audited annually. Data Ticket policies related to Security Access (physical), Information Security, Backup Procedures, Environmental Risk Assessments, Penetration Testing and Data Retention are all available upon request. ■ Data Ticket is responsible for maintaining compliance with PCI DSS and PA DSS. This City will take no responsibility for this compliance. City Personnel will not be able to access our web-based solution using a web browser that does not support This is a PCI requirement. Data Ticket is PCI Compliant and submits to quarterly and ad hoc scans of our network via a third-party provider. Visitors to the website are presented with seals indicating the latest dates of scan completion Our Client contracts and our SOC 2 Type 2 Annual Audits require Data Ticket to remain compliant with PCI and PA. We are happy to provide our complete SOC 2 Type 2 audit report upon request. Many of our clients require this compliance and we provide our report annually. h. Description of Assumptions We believe the approach to new implementation heavily influences the success of the implementation. Our approach to the City of San Luis represents a five-pronged approach that ensures the highest level of success both during the implementation and throughout the life of the contract. Communication – We find communication to be the most important component to a successful implementation. Why communication? The answer is simple: communication is the one component that sets expectations, delivers status reports and keeps everyone on the same page, only if it is done well. Without good communication, the implementation will fail. So how do we intend to ensure good communication? We will assign a full-time project manager for the City of San Luis Obispo. This project manager, Heather Nowlan, will be responsible for regular check-ins with City Personnel on project updates and weekly status meetings will be held via Zoom. Heather will be responsible for all aspects of the project, and she will work with Data Ticket’s Client Services Department to ensure all aspects are planned for and executed. Communication is not just limited to that between Data Ticket, City Personnel and the Mobile LPR vendor. Communication includes the marketing of the new CMS and EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 44 | Page PMS to the City’s residents and visitors. It is imperative this level of communication is planned for executed such that the adoption rate amongst the City’s residents and visitors is at the highest level. Workplan – Of course for each implementation we undertake we develop and execute a detailed workplan. We have provided a workplan for the City’s review; however, this workplan will be a “living” workplan that is updated daily to reflect the actual status of each item on the workplan. Heather will be responsible for the creation and maintenance of this workplan, and she will be responsible for sharing this workplan weekly with City Personnel during the weekly status meetings. The workplan will consider contingencies such that a date is not missed, and delivery occurs on time. Conversion – The conversion of data requires a detailed understanding of the data structure the current vendor employs. Once that understanding has been achieved, the conversion of the data is far less complicated than it seems. Of course, if there is a misunderstanding of the data structure, it could impact the parking program in a variety of unfortunate manners. So, how can we mitigate this risk? Fortunately for us the answer is simple. We have a vast amount of experience in converting data from other vendor’s solutions. We recommend performing 2 mock conversions to get an understanding of the duration of time it will take to convert the data but also to familiarize ourselves with the process and data, including establishing and providing the types of reports we would provide to the City prior to, during and after each mock conversion. This is important because as soon as we get the final conversion data, it is a race against time to get all the data converted so the City has access to their data with little to no disruption. Training – Training is imperative, and it must be done thoroughly, accurately and in a timeframe that meets City Personnel’s needs. Our Client Services team will provide on-site and/or Zoom training to all City Personnel as often as required. Training is typically initiated after our first mock conversion. We find this provides our clients with the absolute most time using our Solution and provides for the ability to use the Solution without impact to “live data”. Training is structured based on individual user group requirements, so everyone gets the most benefit from the training in the least amount of time. We realize City Personnel’s responsibilities don’t reduce during implementation, so it is imperative to use everyone’s time in the most efficient manner possible. Review and Improve– As the implementation proceeds Data Ticket will regularly review the timeline put in place, the overall approach and methodology, the requirements identified, and the personnel involved. This process takes place daily to ensure a successful implementation and a successful partnership. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 45 | Page We have implemented many clients over the years, and we are very good at it, but we find that every client is unique, has their own requirements, processes, and policies. It is not prudent to take a “one size fits all approach” so we don’t. We consistently review and analyze implementations to ensure the processes are improved along the way. The method used to identify, track and resolve issues and enhancement requests is critical to the success of any implementation and critical to the success of a partnership. Data Ticket is a very hands-on provider of services and software. We do not ask our clients to “complete a form”, “enter a ticket”, “call a toll-free number” or “log an issue”. We provide our clients with our office phone numbers, our individual and group emails as well as our cell phones for after-hours assistance. When a client calls Data Ticket, they reach a person. A real, live person who knows who they’re talking to as soon as introductions are made. The individuals with whom City Personnel work daily during implementation are the same individuals with whom they will work during the life of a contract. We don’t divide our team into implementation or sales go live teams and maintenance teams. We don’t believe this serves our clients best. During an implementation effort and the life of any contract, we will keep detailed records of enhancement requests, issues encountered, requests made to alter processing based on legislation at the State or Local level and the appropriate actions taken and resolutions made. This tracking will be shared with City Personnel during the implementation as well as at any point in the contract. All requests borne from City Personnel will be tracked on the same spreadsheet, so we have a complete history of every request made and every resolution achieved. i. Technical Compliance Matrix (Attachment C – provided separately as required) EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 City of San Luis Obispo Bid 2410-001 Parking Citation and Permit Management System Data Ticket, Inc. 2603 Main Street, Suite 300 Irvine, CA 92614 | 949 428 7240 46 | Page SECTION D: REQUESTED CHANGES TO TERMS AND CONDITIONS Data Ticket does not request any changes to the terms and conditions of the City’s RFP and contract. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Proposer:Data Ticket, Inc. RFP Ref #Section Description Requirement Number and Description Response Comments 1.1 Contractor Minimum Requirements Contractor shall have five years’ experience processing parking citations, with a total volume of more than 10,000 citations processed annually, providing management support systems, collections of delinquent citations, and coordinating activities with the California Department of Motor Vehicles. Comply 1.2 Contractor Minimum Requirements Contactor shall have three years’experience providing call center customer service in a municipal or university parking environment,assisting customers with call-in issues (including providing information on parking permits and/or citations and providing guidance on appeal/adjudication processes). Comply 1.3 Contractor Minimum Requirements Contractor shall have three years’experience providing mail-in processing in a municipal or university parking environment (including processing payments, establishing payment plans, and processing submitted appeals). Comply 1.4 Contractor Minimum Requirements Contractor shall have five years’experience processing parking permits,with a total volume of more than 500 permits processed annually,providing management support systems,permit application and payment processing, and fulfillment of digital and/or physical permits. Comply 1.5 Contractor Minimum Requirements Contractor shall have a minimum of 10 active clients located in the United States of America utilizing the proposed permit solution. Comply 1.6 Contractor Minimum Requirements Contractor shall have legally operated in the United States of America for a minimum of five years.Comply 1.7 Contractor Minimum Requirements Contractor’s proposal and pricing will be valid for at least 180 days from submittal.Comply 2.1 CMS - Key Requirements Sandbox/test environment available prior to award and ongoing for pre-release testing.Comply 2.1.1 CMS - Key Requirements Contractor shall provide a comprehensive web-based software solution that integrates citation related data,vehicle registered owner data,and complete records of all processing status and public contacts by phone or mail and is accessible to both the Contractor and the City staff. Comply 2.1.2 CMS - Key Requirements CMS shall allow for full customization to the City specific Business Rulesdetermined during the Design Review process.The City may change the Business Rules at its sole discretion which will be implemented by the Contractor within five business days. Comply Depending on the scope of the change, the associated timeline may be shorter or longer than the 5 days stated. 2.1.3 CMS - Key Requirements CMS shall transfer citation data and photos from enforcement devices to the CMS software in real time and allow motorist to immediately pay a citation via all available payment channels. Comply As long as the city transfers electronic citations using a data plan, the citation data will be immediately transfered as soon as the citation is printed. If the city elects not to use a data plan, citations will be available to customers and to the city as soon as the citation is transmitted to Data Ticket. Technical Compliance Matrix San Luis Obispo Citations and Permit Management System RFP EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 2.1.4 CMS - Key Requirements CMS shall allow the creation of a temporary citation record in the situation where a motorist attempts to pay or contest a citation,but the citation has not yet been uploaded.Once the citation data from the handheld has been uploaded,the data from the temporary citation will be merged into the uploaded data and the temporary citation will be discarded. Comply Payments made via mail that do not have a corresponding citation in the Solution will be keyed as an "orphan payment" that allows the payment and the citation to be matched once the citation is keyed. Individuals who attempt to pay a citation online when the citation has not been keyed, will be unable to process their payment. 2.1.5 CMS - Key Requirements Contractor and CMS shall file and store citations in an easily retrievable format for the City and State required timeframe. Comply 2.1.6 CMS - Key Requirements Allow for scofflaw and/or hot-list management to be integrated into the CMS and Enforcement Issuance software.Comply 2.1.7 CMS - Key Requirements Contractor shall maintain real-time access to motor vehicle registries in California.Comply 2.1.8 CMS - Key Requirements Contractor shall allow for access to other states and international registries to obtain registered owner information.Comply Data Ticket does not work with international registries to obtain registered owner information. 2.1.9 CMS - Key Requirements Contractor will be responsible for all fees associated with obtaining registered owner information. Comply 2.1.10 CMS - Key Requirements CMS to provide a process and reporting for the City to validate DMV vehicle makes upon return of registered owner information from DMV to ensure proper make of vehicle issued citation. Comply 2.1.11 CMS - Key Requirements CMS to provide a process and reporting for the City to review DMV No Hit lists to ensure that license plate and state have been entered correctly.Comply 2.1.12 CMS - Key Requirements CMS to provide a process and reporting for the City to review duplicate citations and correct dates, violation codes, and fine amounts. Comply 2.1.13 CMS - Key Requirements CMS shall provide functionality to manage rental car agency and fleet programs including the following:Comply 2.1.13.1 CMS - Key Requirements Store and track car rental agency and fleet vehicle reports of responsible billing parties from parking citations.Comply 2.1.13.2 CMS - Key Requirements Enrollment and maintenance of existing fleet accounts,including enrollment date,contact information, date of termination, enrolled vehicles, etc.Comply 2.1.13.3 CMS - Key Requirements Electronic invoicing and payment tracking. Comply 2.1.14 CMS - Key Requirements CMS shall generate all notices and correspondence to be mailed based on the City’s Business Rules. Comply 2.1.15 CMS - Key Requirements CMS shall generate all notices and correspondence by batch or individually. Comply 2.1.16 CMS - Key Requirements CMS shall allow entry of returned mail details and scanned copies of the returned items.Comply 2.1.17 CMS - Key Requirements Contractor to provide an IVR service for phone payments.Comply 2.1.18 CMS - Key Requirements Contractor to facilitate a robust Delinquent Collections Program.Comply 2.1.19 CMS - Key Requirements Contractor shall import citation records issued prior to the execution of the contract at the City’s instruction. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 2.1.20 CMS - Key Requirements CMS shall allow for assigning permissions to access certain features based on user ID including limitations on the ability to correct dates,duplicate citations,violationcodes,fine amounts,and suspension/dismissal codes. Comply 2.1.21 CMS - Key Requirements CMS shall allow for customizable suspension, dismissal,and void codes/reasons.All codes shall have automation capabilities,allowing for the application and removal based on specific Business Rules dictated by the City. Comply 2.1.22 CMS - Key Requirements CMS shall allow a record for citation voided in the field by an enforcement officer.Comply 2.1.23 CMS - Key Requirements CMS shall allow for automation of invoicing,late fees,appeals,and collections with scheduler function.Comply 2.1.24 CMS - Key Requirements CMS shall store and track previous and current owner information when a transfer of vehicle ownership has occurred by clearly notating in the account with changes, not limited to the source, old address, new address, date of owner transfer, etc. Comply 2.1.25 CMS - Key Requirements CMS shall allow the maintenance and updating of a confidential vehicle database for exemptions authorized by the City linked to the parking enforcement handheld units.Comply 2.1.26 CMS - Key Requirements CMS to allow for the processing and recording of refunds and reversals.Comply 2.1.27 CMS - Key Requirements CMS shall provide full audit trail information for every processing transaction must be captured and retained for each citation until the related citation is purged from the system per the policies established by the City. All processing activities will be subjected to a detailed audit by the City. Comply 2.1.28 CMS - Key Requirements Contractor technical support available via phone and email.Comply 3.1 CMS Software Requirements Entry of manually issued citations. Comply 3.2 CMS Software Requirements Query for citation data by any input field,including,but not limited to date,citation number, license plate number, name and address of registered owner and responsible party,citation location, enforcement officer, and VIN. Comply 3.3 CMS Software Requirements Access in an online, real-time mode at a minimum, but not limited to, the following:Comply 3.3.1 CMS Software Requirements Summary Citation Data:citation number,state and license plate,parking meter number (if applicable),violation code with description,issue date and time,location,amount due,and current processing status. Comply 3.3.2 CMS Software Requirements An electronic copy of the citation issued by the wireless electronic ticket writer.Comply 3.3.3 CMS Software Requirements Issuing enforcing officer information.Comply 3.3.4 CMS Software Requirements Vehicle Data:vehicle make/model, vehicle color,vehicle type,registered owner name,address as provided by DMV, and the effective date of vehicle ownership.Comply 3.3.5 CMS Software Requirements Financial Data:the original fineamount plus any penalties or fees thathave been added,such as a late payment penalty that includes the amount and exact date that the late payment penalty was imposed, returned check fee, or fee for obtaining a copy of a citation. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 3.3.6 CMS Software Requirements Mail Data:the mail date,description,and copy of all notices or correspondence generated for the record as well as returned mail. Comply 3.3.7 CMS Software Requirements Processing Data:the processing batch date and number (if appliable),digital imaging index (if applicable),the date on which the citation was updated to the CMS,the date registered owner information was requested and received from the vehicle registry,and the date that a registration hold was placed,confirmed,and released at the CA DMV.Each field must be clearly delineated and marked. Comply 3.3.8 CMS Software Requirements Registry Data:the vehicle make as recorded by the DMV,the date on which ownership data was recorded, and dates that indicate returned mail or registration non-renewal. Comply 3.3.9 CMS Software Requirements Adjudication Data:for administrative adjudication hearings, the date,time,office location,and disposition for in-person, telephone, video, and written declaration hearings for citations.Comply 3.3.10 CMS Software Requirements Suspend and Dismiss Data:the date and time a temporary suspension is applied that stops normal processing,the ID of the person processing the suspension,the type of suspension,and the date the suspension will be removed. Comply 3.3.11 CMS Software Requirements Correspondence Data: an imaged copy of all related correspondence as well as the date,time, code,and sufficiently detailed and readable description of all correspondence mailedrelating to a citation along with the address used. Comply 3.3.12 CMS Software Requirements Returned Mail Data:the date that any notice or correspondence was returned by the United States Postal Service as undeliverable.This shall include the address or addresses used. Multiple entries should be kept and used for skip-tracing efforts. Comply 3.3.13 CMS Software Requirements Payment Data:payment date,payment type,payment source,amount, method of payment, payment batch number, and a copy of the check with appropriate security measures.Comply 3.4 CMS Software Requirements Pay or dismiss citations on one or multiple plates in one transaction. Comply 3.5 CMS Software Requirements Add notes to citations and plates. Comply 3.6 CMS Software Requirements Attach documents to citation records.Comply 3.7 CMS Software Requirements Place citations on hold to suspend penalty and notice activity. Comply 3.8 CMS Software Requirements Generate notice and correspondence letters.Comply 3.9 CMS Software Requirements Void citations with custom City void codes.Comply 3.10 CMS Software Requirements Support for multiple vehicle owners.Comply 3.11 CMS Software Requirements View and print a copy of a citation and images/photos taken during citation issuance. Comply 4.1 CMS Payment Plans Create and manage payment plans in accordance with existing and future State,CVC,and City policies.Comply 4.2 CMS Payment Plans Allow motorists to apply for payment plans online, by mail, or in person.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 4.3 CMS Payment Plans Allow motorists to make a payment on a plan online, by phone, by mail or in person.Comply 4.4 CMS Payment Plans Allow motorist to save a debit/credit card for automatic payment on a plan on a schedule date for a scheduled amount. Comply with Modifications Data Ticket does not currently store credit card information and apply that information to future payments. If this is required, Data Ticket would need to work with our PCI Compliance to define the details around such a function. 4.5 CMS Payment Plans Automatically generate payment plan amounts and dates based on City Business Rules.Comply 4.6 CMS Payment Plans Generate payment plan letters based on City Business Rules.Comply 5.1 CMS Adjudication Contractor shall provide functionality for the entire lifecycle of the appeals and adjudication process following prescribed timelines and processes for persons contesting parking citations per State of California law, CVC, and City policy. Comply 5.2 CMS Adjudication Provide ability to process appeals online, in person, by phone, or by mail. Comply 5.3 CMS Adjudication Allow assigned users the ability to initiate an appeals process on behalf of a motorist.Comply 5.4 CMS Adjudication For contested citations,the CMS must be capable of showing the registered owner’s name and address alongside the contestant’s name and address if the contestant is not the registered owner. Comply 5.5 CMS Adjudication Allow an action to suspend a citation while appeals are under investigation. This action should be automated in the case of owner-initiated appeals (such as online). Comply 5.6 CMS Adjudication Allow for the recording of an appeal reason customizable by the City and include comments provided by the contestant.Comply 5.7 CMS Adjudication Provide an appeals queue for the City to address appeals as they are received.Queue shall include filtering and sorting functionality. Comply 5.8 CMS Adjudication Provide scheduler module for scheduling of appeal hearings. Comply 5.9 CMS Adjudication Allow the input of comments to be attached to a record pertaining to the adjudication actions. Comply 5.10 CMS Adjudication Allow the attachment and review of files and supporting evidence to a record pertaining to the adjudication process. Comply 5.11 CMS Adjudication Allow the selection of a reason for appeal using a drop-down menu. Reasons shall be customizable by the City. Comply 5.12 CMS Adjudication Allow the adjudicator to record a case decision with suspension, dismissal,or liability codes. Codes shall be customizable by the City.Comply 5.13 CMS Adjudication Generate and attach to the record,decision letters that can be printed,emailed or mailed to the recipient. Comply 5.14 CMS Adjudication Generate and attach to the record a no-show (motorist did not attend appeals appointment) letter that can be printed, emailed, or mailed to the recipient. Comply 5.15 CMS Adjudication Track all actions as part of the appeal and adjudication process,including person,time,and date for historical review. Comply 6.1.1 CMS DMV Contractor’s CA DMV interface shall be real time,obtaining and importing registered owner’s information to the CMS on a real time basis.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 6.1.2 CMS DMV Contractor’s out of state/international interfaces shall obtain and import registered owner’s information to the CMS as soon as possible, but no more than 7 calendar days. Comply 6.1.3 CMS DMV Contractor’s DMV interfaces must be capable of inquiring through the DMV for registered owner information using either a VIN or the vehicle license plate number.Comply 6.1.4 CMS DMV Contractor shall continuously attempt to retrieve registered owner information at regular intervals for all unpaid parking citations without registered owner information in the CMS at no additional cost to the City. Comply 6.1.5 CMS DMV If data was not received or is incomplete,reporting must be provided to identify for follow-up of all incomplete or declined transactions.Comply 6.1.6 CMS DMV In addition to the name and address of the registered owner of the vehicle cited,the vehicle identification number (VIN)must be obtained and presented in a format that permits a direct comparison with the last four digits of the VIN entered from an original parking citation. Comply 6.1.7 CMS DMV CMS must store, update and maintain the following information:Comply 6.1.7.1 CMS DMV License plate: effective date of vehicle registration; and vehicle identification number (VIN). Comply 6.1.7.2 CMS DMV The dates on which DMV data were:(a)requested,(b)returned from DMV,and (c)confirmed or errors noted. Comply 6.1.7.3 CMS DMV The date that any holds were sent to CA DMV and subsequently released,if appropriate;the number of citations charged to the license plate that are currently confirmed and on hold at the CA DMV; and data on hold that have been released. Comply 6.1.8 CMS DMV Contractor must track and inform the City of all additions,changes, and deletions to existing State and local laws affecting parking issues as soon as the Contractor learns of the change,but no later than two weeks after the change is approved (such as signed by the Governor,published by the City Clerk, notice issued by the DMV, etc.). Comply 6.1.9 CMS DMV Contractor must be able to make the necessary adjustments in its solution (hardware and software)to incorporate and modify all additions,changes, and deletions to the existing parking regulations and statutes. Comply 6.1.10 CMS DMV CMS shall support DMV Registration Holds.Comply 6.1.10.1 CMS DMV The CA DMV allows local jurisdictions to add the fine amount for unresolved parking citations to the bill for annual vehicle registration renewal.This is called placing a hold on vehicle registration and is an effective means of securing payment of delinquent parking citations. Contractor must provide an online,real-time interface with CA DMV to place these "holds"for unpaid parking citations,to release the holds within 24 hours when a citation is resolved or a hearing is scheduled,and,if permitted by DMV,to reactivate a registration hold when appropriate as determined by the City. Comply 6.1.10.2 CMS DMV The information required by CA DMV must be automatically forwarded for registration hold processing, and receipt by CA DMV acknowledged.Comply 6.1.10.3 CMS DMV Reports are required to verify compliance.Comply 6.1.11 CMS DMV When payment is received or suspend/dismal is applied to a record,Contractor must be able to release the registration hold at CA DMV within 24 hours.Comply 6.1.11.1 CMS DMV Reports are required to verify compliance.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 6.1.11.2 CMS DMV Release date must be noted in the citation record.Comply 6.1.12 CMS DMV The citation history for each citation receiving a registration hold must be updated to indicate the most recent processing step in the hold cycle and hold history.Comply 6.1.13 CMS DMV CMS must process and account for payment transactions associated with money collected by CA DMV.Comply 6.1.14 CMS DMV Contractor’s database must be updated with all citation payment transaction details,and the payment information received from DMV must be reconciled with the parking citation database.Comply 6.1.15 CMS DMV Contractor shall be able to report on DMV hold and payment activities.Comply 7.1 CMS Split-Plate Logic CMS must reliably and automatically compare the issue date of each citation with the vehicle registration date information on file at the DMV.This is especially important in states such as California, where the license plate stays with the vehicle rather than with the owner. Comply 7.1.1 CMS Split-Plate Logic CMS must use registration date information to assign legal responsibility for each citation to a registered owner based on the effective date the license was assigned to a particular individual by a motor vehicle agency. Comply 7.1.2 CMS Split-Plate Logic Citations issued before a change in registered owner must be assigned to the previous owner.Comply 7.2 CMS Split-Plate Logic Registration updates shall be made as frequently as possible and immediately updated in the CMS.Comply 7.3 CMS Split-Plate Logic CMS must accommodate manual correction of incorrect entries. Comply 7.4 CMS Split-Plate Logic CMS must provide an online,real-time display of multiple citation recordsfor a single plate,split by date of ownership.Comply 8.1 CMS Customer Portal Portal shall be fully hosted by the Contractor and fully integrated with the Contractor’s CMS in real-time.Comply 8.2 CMS Customer Portal Portal shall be available 24 hours per day, 7 days per week.Comply 8.3 CMS Customer Portal Portal must be accessible on multiple browser platforms,including MS Edge,Google Chrome, Safari, and Firefox.Comply 8.4 CMS Customer Portal Portal shall be PCI compliant for online payment acceptance.Comply 8.5 CMS Customer Portal The City shall approve the application of any convenience fees.Comply As stated above, a convenience fee is applied at the transaction level for each credit / debit card transaction processed. 8.6 CMS Customer Portal Portal shall allow the email of receipts and correspondence.Comply 8.7 CMS Customer Portal Portal shall comply with all applicable ADA standards and requirements.Comply 8.8 CMS Customer Portal A motorist shall be able to complete the following actions via the portal:Comply 8.8.1 CMS Customer Portal Search for a citation by license plate, citation number, VIN or payment plan.Comply 8.8.2 CMS Customer Portal View a copy of a citation, related photos, and citation notes.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 8.8.3 CMS Customer Portal Pay a citation and all related fees.Comply 8.8.4 CMS Customer Portal Initiate an Initial Review of a citation. Comply 8.8.5 CMS Customer Portal Initiate a Hearing for a citation. Comply 8.8.6 CMS Customer Portal Request a payment plan and upload supporting documentation.Comply 9.1 CMS Mail-In Payment Processing Contractor will maintain an address in California for mail-in payments.Comply 9.2 CMS Mail-In Payment Processing Contractor will process all mail-in payments within two business days of receipt. Comply 9.3 CMS Mail-In Payment Processing All payment documents received and processed must be copied and archived to be promptly retrievable as required by law and CVC. Comply 9.4 CMS Mail-In Payment Processing Contractor shall process payments in a secure environment with the appropriate security, surveillance, and oversight.Comply 9.5 CMS Mail-In Payment Processing Any Subcontractors utilized for processing mail in process will be appropriately experienced, certified, licensed and bonded, as applicable.Comply 9.6 CMS Mail-In Payment Processing Mail-in payment processing must include a broad range of control and procedures to ensure accurate and timeline processing including audit trailsfor processing,endorsing and depositing payments. Comply 9.7 CMS Mail-In Payment Processing All payments will be accurately recorded in the CMS.Contractor will perform audits to ensure accuracy.Comply 9.8 CMS Mail-In Payment Processing Funds for deposit must be prepared,documented and provided to the City in a manner that allows the City to receive, record, and audit deposits. Comply 9.9 CMS Mail-In Payment Processing Records for every deposit must be maintained and stored.Comply 9.10 CMS Mail-In Payment Processing Contractor shall be held completely and solely responsible for ensuring the integrity and security of City revenue throughout the entire processing procedure.Anyshortages or losses will be the exclusive responsibility of the Contractor and shall be fully reimbursed to the City. Overages must be researched and resolved in every case.Appropriate refunds shall be provided to any entitled parties within timeframes established by the CVC. Comply 9.11 CMS Mail-In Payment Processing Any mail or correspondence incorrectly received by the Contractor,but addressed to the City, will be forwarded to the City in a timely manner.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 9.12 CMS Mail-In Payment Processing The Contractor shall provide reporting on mail in processing statistics such payments received, quantities, and more.Comply 10.1 CMS Reporting Contractor must provide comprehensive,detailed,accurate,and timely management,financial, and operational on-line, real-time, and other reports for City management. Comply 10.1.1 CMS Reporting Batch reporting shall be acceptable for large amounts of data only.Comply 10.2 CMS Reporting Contractor’s reporting shall be able to query reports by multiple filters such as date,channel, citation, etc. Comply 10.3 CMS Reporting Contractor’s reporting shall allow for the set up automated reports.Comply 10.4 CMS Reporting Reports shall be exportable in pdf and/or excel/csv format.Comply 10.5 CMS Reporting Reporting shall be available on the following topics:Comply 10.5.1 CMS Reporting Revenue and payments for all channels Comply 10.5.2 CMS Reporting Mail payment deposit and reconciliation Comply 10.5.3 CMS Reporting Financial adjustments, refunds, etc.Comply 10.5.4 CMS Reporting Payment plans Comply 10.5.5 CMS Reporting Adjudication Comply 10.5.6 CMS Reporting DMV processing and holds Comply 10.5.7 CMS Reporting Split plate and make/match failures Comply 10.5.8 CMS Reporting Citation issuance Comply 10.5.9 CMS Reporting Issuing officer session activity Comply 10.5.10 CMS Reporting Citation aging and delinquency Comply 10.5.11 CMS Reporting Notice and correspondence activity Comply 10.5.12 CMS Reporting IVR activity Comply 10.5.13 CMS Reporting Delinquency collection activity Comply 10.5.14 CMS Reporting Accounts receivables Comply 10.5.15 CMS Reporting FTB activity Comply 10.6 CMS Reporting Support reporting at the end of each Fiscal Year,in accordance with CVC Section 40200.3(b) setting forth the number of casesprocessed,and all financial and/or citation payments received and distributed, along with any other information that may be required by the issuing agency. Comply 11.1.1 CMS Financial Processing Full data shall be captured for every payment processed by the any component of the overall system, including but not limited to:Comply 11.1.1.1 CMS Financial Processing Payment amount Comply 11.1.1.2 CMS Financial Processing Source (mail, walk-in, pay-by-phone, pay-by-web, DMV, FTB, etc.)Comply 11.1.1.3 CMS Financial Processing Method of payment (cash, check, money order, credit card, etc.)Comply 11.1.1.4 CMS Financial Processing Payment processing date Comply 11.1.1.5 CMS Financial Processing Original fine amount Comply 11.1.1.6 CMS Financial Processing Late payment penalty (including exact date that late payment penalty was imposed)Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 11.1.1.7 CMS Financial Processing Second late payment penalty Comply 11.1.1.8 CMS Financial Processing Total paid Comply 11.1.1.9 CMS Financial Processing Total reduced Comply 11.1.1.10 CMS Financial Processing Total due Comply 11.1.1.11 CMS Financial Processing Amount overpaid Comply 11.1.1.12 CMS Financial Processing Reason for overpayment including all data processing support required to meet the City’s legal obligation to refund overpayments Comply 11.1.1.13 CMS Financial Processing Refund check or credit issuance date Comply 11.1.1.14 CMS Financial Processing Refund check issuance mail date Comply 11.1.2 CMS Financial Processing Lockbox Operation: The Contractor must maintain a lockbox operation sufficient to process all lockbox payments within two business days of receipt.Comply 11.1.3 CMS Financial Processing All payment and transactiondata must be in an on-line,real-time environment, includingon-line inquiry of payment documents.Comply 11.1.4 CMS Financial Processing CMS must provide a clear auditable record of payments received.The audit trail must include citation number, payment date and time,payment amount, payment method, and the name or ID of the staff member that accepted payment and made the entry. Comply 11.1.5 CMS Financial Processing All transactions are subject to audit by the City at any time without advance notice.Comply 11.1.6 CMS Financial Processing CMS must be able to process City-imposed fees, including bounced check or other fees.Comply 11.1.7 CMS Financial Processing CMS must allow on-line payment adjustments and error corrections with audit trails.Comply 12.1 CMS Bank Cards Motorists shall be able to use credit/debit cards for any type of payment for the services under the contract. Comply 12.2 CMS Bank Cards Contractor will provide a payment gateway for processing of bank cards which is capable of processing Visa, Mastercard, American Express and Discover.Comply 12.3 CMS Bank Cards Contractor will integrate with the City’s current merchant processor, Chase Bank. Comply with Modifications Data Ticket currently utilizes Authorize.net for the real-time authorization of all credit / debit card charges, and TSYS for the settlement of all credit / debit card charges. Funds are then reconciled and wired, ACH'd or a check is issued within 5 days of the month closing for each clients' funds due. If the city wishes to utilize Authorize.net and Chase Bank, rather than TSYS, we would need to meet with the city and Chase to design, build, and test this integration. Additionally, discussions would need to occur regarding convenience fees and how those are assessed. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 12.4 CMS Bank Cards Contractor will allow the City to change the merchant processor in the future for no cost.Comply with Modifications As statd above in requirement 12.3, Data Ticket, the city, and the new merchant processor would need to meet to discuss the design, build and test of any potential integrations. Additionally, discussions would need to occur regarding convenience fees and how those are assessed. 12.5 CMS Bank Cards Contractor solution and all related components shall all be compliant with Payment Card Industry Data Security Standard (PCI Level1 certified by aQualified Security Assessor (QSA))as applicable. Comply 13.1 CMS Financial Adjustments CMS must permit the input of financial adjustment transactions,such as,but not limited to, returned checks, charge backs, reversals, or refunds.Comply 13.2 CMS Financial Adjustments Adjustments may include reversing an entire payment,modifying a payment amount,altering the amount due to close a citation, and reopening a citation.Comply 13.3 CMS Financial Adjustments CMS will generate appropriate notification letters which are automatically sent to the appropriate party advising of any actions.Comply 14.1.1 CMS Citation Issuance Devices & Software Handheld and printer must be inclusive of the protective infrastructure to ruggedize and protect equipment from working conditions and outdoor elements. Comply 14.1.2 CMS Citation Issuance Devices & Software Handheld and printer shall be able to withstand drops, be water resistant,and have appropriate screen protection and appropriate grip control.Comply 14.1.3 CMS Citation Issuance Devices & Software The life span of all devices shall be at least three years with proper use. Comply 14.1.4 CMS Citation Issuance Devices & Software The cellular communications on anyhandheld device provided to the City during the term of the contact shall have a life span of at least 5 years.Comply 14.1.5 CMS Citation Issuance Devices & Software Contractor shall provide support for all devices for the agreement term,including hardware, operation system software and communication plans.Comply 14.1.6 CMS Citation Issuance Devices & Software Handheld and printer Batteries shall last for an entire shift (up to 11 hours);supplemental in- field replaced battery packs or mobile charging will be acceptable.Comply 14.1.7 CMS Citation Issuance Devices & Software Handheld devices shall include a camera with a minimum resolution of 8 megapixels,able to take photos in all lighting conditions and be able to geotag the photos taken.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 14.1.8 CMS Citation Issuance Devices & Software Handheld and printer shall have an optional carrying case.Comply 14.1.9 CMS Citation Issuance Devices & Software Handheld devices shall include Wi-Fi, Bluetooth, and GPS capability. Comply 14.1.10 CMS Citation Issuance Devices & Software Should advancements in cellular technology or end-of-life require new devices,the Contractor will provide at least one year's notice to the City and provide reasonably priced options for upgrades. Comply 14.1.11 CMS Citation Issuance Devices & Software In the case of separate components,printers shall include Bluetooth capability and shall not require a physical connection to the handheld for operations.Comply 14.1.12 CMS Citation Issuance Devices & Software Handheld devices shall include functionality that prevent usage of the device as a telephone or allow calling only to specific phone numbers, as directed by the City.Comply There are 2 options for this requirement to be met: 1. The city or the city's consultant can work with the city's IT Department to ensure they have their own MDM software insalled on each handheld. This option allows the city to control everything made accessible on the handheld. 2. If the city elects not to take part in this process, Data Ticket can purchase SureLock licenses and install them on each handheld unit. This would be an additional cost to the city and Data Ticket would be responsible for whitelisting applications / numbers that can be accessed on the handheld devices. 14.1.13 CMS Citation Issuance Devices & Software Handheld devices shall include functionality that prevent use of SMS/text capability unless limited to specific numbers, as directed by the City. Comply There are 2 options for this requirement to be met: 1. The city or the city's consultant can work with the city's IT Department to ensure they have their own MDM software insalled on each handheld. This option allows the city to control everything made accessible on the handheld. 2. If the city elects not to take part in this process, Data Ticket can purchase SureLock licenses and install them on each handheld unit. This would be an additional cost to the city and Data Ticket would be responsible for whitelisting applications / numbers that can be accessed on the handheld devices. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 14.1.14 CMS Citation Issuance Devices & Software Handheld devices shall include functionality that allow the device restricted so that users in the field cannot add or remove apps/software, unless directed by the City.Comply There are 2 options for this requirement to be met: 1. The city or the city's consultant can work with the city's IT Department to ensure they have their own MDM software insalled on each handheld. This option allows the city to control everything made accessible on the handheld. 2. If the city elects not to take part in this process, Data Ticket can purchase SureLock licenses and install them on each handheld unit. This would be an additional cost to the city and Data Ticket would be responsible for whitelisting applications / numbers that can be accessed on the handheld devices. 14.2.1 CMS Issuance Software The following fields,at a minimum,must be captured during citation issuance by the Contractor’s enforcement software:Comply 14.2.1.1 CMS Issuance Software Citation number Comply 14.2.1.2 CMS Issuance Software License plate Comply 14.2.1.3 CMS Issuance Software Where plate is not available, a field for up to 17-digit VIN shall be provided Comply 14.2.1.4 CMS Issuance Software License expiration Year/Month, Body Type (DMV specific), Vehicle Make, Vehicle Color Comply 14.2.1.5 CMS Issuance Software Meter Number field Comply 14.2.1.6 CMS Issuance Software State Comply 14.2.1.7 CMS Issuance Software Last four digits of VIN Comply 14.2.1.8 CMS Issuance Software Violation code and description (up to three)Comply 14.2.1.9 CMS Issuance Software Location of violation, including City defined zone Comply 14.2.1.10 CMS Issuance Software Issue date Comply 14.2.1.11 CMS Issuance Software Issue time Comply 14.2.1.12 CMS Issuance Software Officer ID Comply 14.2.1.13 CMS Issuance Software Officer name Comply 14.2.1.14 CMS Issuance Software Notes to print on citation (known as external notes)Comply 14.2.1.15 CMS Issuance Software Officer notes, not visible to the public (known as internal notes)Comply 14.2.1.16 CMS Issuance Software Electronic marking (tire chalking)Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 14.2.1.17 CMS Issuance Software Photos, videos, and audio Comply 14.3 CMS Issuance Software Software shall have the ability to support pay-by-plate,pay-by-space,permit status,and mobile payments.Comply 14.4 CMS Issuance Software Software shall provide the ability to validate disabled placards with DMV look-up. Comply 14.5 CMS Issuance Software Software shall provide a user-friendly interface for ease of use and durability.Comply 14.6 CMS Issuance Software Software shall require a password/security sign-in to prevent unauthorized use Comply 14.7 CMS Issuance Software Software shall allow the user to view and void any citation written by the user in the active session.Comply 14.8 CMS Issuance Software Software shall support voiding a previously issued citation that requires a City-defined reason/code and input of explanation.Comply 14.9 CMS Issuance Software Software shall support the reprinting of an issued citation that is identical to the original.Comply 14.10 CMS Issuance Software Software shall automatically transfer and upload citations issued by the handheld to the CMS in real-time, including any audio and/or picture associated with the citation.Comply 14.11 CMS Issuance Software Software shall not allow an officer to attempt to issue a citation unless all required fields have been entered with valid information.For example, a citation with no violation code or no license plate or VIN cannot be created. Comply 14.12 CMS Issuance Software Upon entering a license plate during citation entry,software shall automatically search necessary lists (scofflaw, permit, hotlist, stolen vehicle, etc.) for a match.Comply 14.12.1 CMS Issuance Software If a match is found, the appropriate information will display on the handheld screen. Comply 14.13 CMS Issuance Software Software shall support monitoring of vehicles in a fixed time limit zone across accessible to all handhelds in use at any one time.This shall allow for multiple Officers to enforce time limits in location at the same time. Comply 14.14 CMS Issuance Software Software shall accurately time and date stamp transactions by the system’s master clock.Comply 14.15 CMS Issuance Software Software shall support the issuance and tracking of warning notices as well as actual citations including issuance history by license plate. Comply 14.16 CMS Issuance Software Software shall support standard location codesor block faces and descriptions.Locations shall also be manually generated when necessary.Comply 14.17 CMS Issuance Software Software shall support multiple citation number sequences and formats.Comply 14.18 CMS Issuance Software Software shall Support CA CVC requirements for Drive-Away citations including allowing a citation to be marked as a drive-away.Comply 14.19 CMS Issuance Software At a minimum,software shall allow the selection of the previous location for a new citation, otherwise support geofencing capability to auto-populate locations.Comply 14.20 CMS Issuance Software Software shall support real-time tracking of officer location based on GPS coordinates.Comply 14.21 CMS Issuance Software Software shall support photos taken as part of the citation process shall be maintained within the citation app and uploaded to the CMS, not simply placed on the device’s camera roll.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 14.21.1 CMS Issuance Software The City shall be able to set a minimum number of photographs that must be taken for each citation.Comply 14.21.2 CMS Issuance Software If the Contractor has a maximum number of photographs per citation, it must be greater than 10.Comply 14.22 CMS Issuance Software Provide a set of pre-fixed text lines to go in the notes (both printedand internal);whenthe officer is completing the notes, they can pick from city-defined pre-established text lines or use free- from text entry. Comply 14.23 CMS Issuance Software Solution shall integrate with LPR systems so that any hit on the mobile LPR can be transferred seamlessly to the handheld, including associated LPR images.Comply 14.24 CMS Issuance Software Software shall allowa user to cancel a citation or warningthat hasnot beencompleted (e.g.,the citation has not been printed or marked as drive-away). Comply 14.25 CMS Issuance Software Software shall support an Officer activity log with the ability for the Officer to record issues or notes in the field.Comply 14.26 CMS Issuance Software Print a complete citation or warning ticket, including the following fields on the front:Comply 14.26.1 CMS Issuance Software Citation or warning number Comply 14.26.2 CMS Issuance Software Date and time issued Comply 14.26.3 CMS Issuance Software Badge number and name of issuing officer Comply 14.26.4 CMS Issuance Software Location where citation issued Comply 14.26.5 CMS Issuance Software Violation code for which the citation is being issued Comply 14.26.6 CMS Issuance Software Violation description Comply 14.26.7 CMS Issuance Software Violation amount Comply 14.26.8 CMS Issuance Software State surcharge Comply 14.26.9 CMS Issuance Software Total amount due Comply 14.26.10 CMS Issuance Software Vehicle license plate or full VIN Comply 14.26.11 CMS Issuance Software Last 4 digits of the VIN Comply 14.26.12 CMS Issuance Software Vehicle registration expiration date Comply 14.26.13 CMS Issuance Software Vehicle make Comply 14.26.14 CMS Issuance Software Vehicle color Comply 14.26.15 CMS Issuance Software Vehicle type Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 14.26.16 CMS Issuance Software Public notes Comply 15.1.1 CMS Noticing Mailing All noticing and correspondence activity will follow the City Business Rules as recorded during the Design Review process. Comply 15.1.2 CMS Noticing, Correspondence, and Collections All noticing will be accurately recorded in the CMS.Contractor will perform audits to ensure accuracy.Comply 15.1.3 CMS Noticing, Correspondence, and Collections Contractor shall process and mail reminder notices for unpaid citations including out-of-state owners. Comply 15.1.4 CMS Noticing, Correspondence, and Collections Contractor shall process and mail delinquent notification to the lessee and/or secondary owner when delinquent and following the lien process under California state law. Comply 15.1.5 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail citation correction notices where the issuing officer determines that there is incorrect data in the parking citation. Comply 15.1.6 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail notices to lessees or renters of cited vehicles,including loanervehicles,when provided withproofof written lease or rental agreement as required by the CVC. Comply 15.1.7 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail Drive Away notices to registered ownersof vehicles that drive away prior to the issuing officer attaching the citation to the vehicle.The notice must be mailed out to the registered owner within fifteen (15)calendar days of the citation issuance as required by the CVC. Comply 15.1.8 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail correspondence regarding initial review and hearing decisions as part of the adjudication process. Comply 15.1.9 CMS Noticing, Correspondence, and Collections Contractor shall record when mail is returned as not deliverable. Returned envelope and correspondence and/or notice must be scanned and imaged into the CMS. Comply with Modifications Currently Data Ticket's Operations Department utilizes a barcode to scan bad or undeliverable mail to our Solution such that the appropriate citatinon(s) is marked accordingly. If the city requires an image of the bad mail be electronically attached to each applicable citation, that is something that is a work effort that would need to be accounted for in our Solution at an additional cost. 15.1.10 CMS Noticing, Correspondence, and Collections Contractor must provide automated noticing and mail notices to comply with all City procedures and CVC requirements for scheduling and conducting administrative hearings. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 15.1.11 CMS Noticing, Correspondence, and Collections Contractor shall process and mail "No Show"letters for constituents who do not appear for their scheduled hearing. The design logic will also prevent a no-show letter generated if the case has been "rescheduled" or "continued" or adjudicated. Comply 15.1.12 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail payment plan letters initiated on the Customer Portal or by City staff. Comply 15.1.13 CMS Noticing, Correspondence, and Collections All noticing or correspondence must operate with accurate and timely record keeping that includes,but is not limited to,time stamping of all communication.Time stamps must include pertinent and relevant specific information such as date,time,name, and location.Any correspondence sent to a motorist and/or returned from a motorist must be actively logged to ensure record keeping is accurate and up to date. Comply 15.1.14 CMS Noticing, Correspondence, and Collections Contractor will ensure all outgoing mail is be postmarked.Comply with Modifications Mail sent via Data Ticket is marked with a pre-paid postal mark on the envelope. This mail is no longer postmarked by the USPS because the purpose of the postmark date is to expire or cancel postage on an envelope. Businesses that utilze USPS permit postage have their postage expire upon use, thus the USPS has discontinued postmarks on this type of mail. 15.1.15 CMS Noticing, Correspondence, and Collections Contractor shall provide reporting on noticing and correspondence statistics such quantities, types, return mail, and more.Comply 15.2.1 Telephone Services Contractor shall provide a sophisticated,flexible,and responsive 24hours a day,7 days aweek, telephone answering system and all necessary hardware components,operational software, and technical support for the Interactive Voice Response (IVR) system. Comply 15.2.2 Telephone Services The related phone number must be toll free to the caller.Comply 15.2.3 Telephone Services IVR solution must be PCI compliant for bank card payment processing.Comply 15.2.4 Telephone Services IVR should be available in both English and Spanish service.Comply 15.2.5 Telephone Services IVR should allow for some customization whereasacaller will be easily aware of which City they are calling about. Comply 15.2.6 Telephone Services IVR should be easily used, customer friendly and allow for the fewest steps possible.Comply 15.2.7 Telephone Services IVR solution shall becompatible with Telephone Device for the Deaf (TTD)for use by callers with a hearing impairment.Comply 15.2.8 Telephone Services IVR shall allow, at minimum, the vocal listing of the City s customer service phone.Comply 15.2.9 Telephone Services IVR shall be integrated with the Contractor’s CMS for real-time updating of payments received over the phone. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 15.2.10 Telephone Services Contractor shall be able to report on call statistics such callsreceived,calls dropped,payments received and more.Comply 15.3.1 Deliquent Collections Contractor shall provide and manage an effective special collection program,including a collections software system,and make diligent,cost-effective efforts to collect the City- assigned delinquent accounts. Comply 15.3.2 Deliquent Collections The City shall approve Business Rules prior to activating a delinquent collections program. Business rules will include plans, notices,timelines,and activities related to delinquent collections. Comply 15.3.3 Deliquent Collections Contractor shall follow and implement procedures to consistently abide by local,state and federal laws request collections activities.Comply 15.3.4 Deliquent Collections Contractor must adhere to nationally accepted professional standards for collection activities and ensure the professional quality,technical quality,timely completion,and effective coordination of all secondary collection services furnished by its officers,employees,agents and subcontractors. Comply 15.3.5 Deliquent Collections Contractor shall fully comply with the Fair Debt Collection Practices Act,Fair Credit Report Act and all other applicable federal statutes,regulations, rules,and standards,plus all applicable California fair debt collection practice and consumer protection laws and regulations,and applicable licensing and accreditation standards for collection agencies. Comply The third party vendor who processes credit reporting collections is FDCPA certified. Parking citations cannot be sent from Data Ticket to the third party collector, that data must be sent to the city to pass on to the applicable vendor. Code enforcement data can be provided by Data Ticket to a third party collector without issue. 15.3.6 Deliquent Collections Contractor shall be capable of importing and collecting on citations issued prior to contract execution. Comply 15.3.7 Deliquent Collections Contractor shall continuously perform the debtor identification through DMV look up,forward address monitoring, and advanced skip tracking.Comply 15.3.8 Deliquent Collections Contractor shall mail delinquent collection notices in line with City Noticing and Correspondence Requirements.Comply 15.3.9 Deliquent Collections Contractor shall manage DMV registration holds.Comply 15.3.10 Deliquent Collections Contractor shall manage Franchise Tax Board (FTB) Intercept Program.Comply 15.3.11 Deliquent Collections Contractor shall manage outbound calling efforts.Comply 15.3.12 Deliquent Collections Contractor shall enable payment of debts through all channels required throughout this RFP.Comply 15.3.13 Deliquent Collections Contractor shall update and maintain records in the CMS regarding all delinquent collection efforts in real-time.In the case of the use of secondary collection subcontractor,the City may approve batch updates made at reasonable timeframes. Comply 15.3.14 Deliquent Collections Contractor shall be able to report on Delinquent Collection efforts such as mailings,calls, collection technique success and more.Comply 15.3.15 Deliquent Collections Contractor shall be able to report on Delinquent Collections including quantities,values,dates and more.Comply 15.3.16 Deliquent Collections In all cases,the only fees that will be paid by the City to Contractor for Delinquent Collections activities will be a subset of those amounts actually received, deposited, and paid to the City. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 15.3.17 Deliquent Collections Contractor shall be responsible for any and all expenses related to delinquent collections.Comply 15.3.18 Deliquent Collections If the expense is passed on to and paid by the violator,the Contractor shall be reimbursed with the expense.Comply 15.3.19 Deliquent Collections At the City’s discretion,the Contractor will support the City in processing of writing off citations as approved by City Management or Council.Comply 15.4.1 Difficult to Collection Cases DMV ownership transfers -These are citations where the DMV has indicated a transfer of ownership from the individual on record, with no additional ownership data.Comply 15.4.2 Difficult to Collection Cases DMV Make-Match failure -These are citations which have a vehicle make that does not match the make registered with the DMV.Comply 15.4.3 Difficult to Collection Cases DMV Hold Reject -These are citations issued against vehicles for which registration hold requests were rejected due to some data not matching DMV files.Comply 15.4.4 Difficult to Collection Cases No Registry Confirm -These are citations for which no owner name and address were obtained from the DMV.Comply 15.4.5 Difficult to Collection Cases Aged Registration Hold -These are citations issued against vehicles that have been placed on registration hold but have passed their registration expiration date and have not responded.Comply 15.4.6 Difficult to Collection Cases Declaration of Non-Ownership -These are citations wherein a motorist has submitted a declaration of non-ownership stating they were not the owner of the vehicle at the time of the parking citation. Comply 15.4.7 Difficult to Collection Cases No Address Found -These are citations wherein the current address was identified as undeliverable.Comply 15.4.8 Difficult to Collection Cases Rental -These are citations issued to rental vehicles and the motorist renting the vehicle was identified by the rental company but has not paid the citation.Comply 15.5.1 FTB Intercept Program Contractor shall manage the interface and certification for Franchise Tax Board (FTB)Intercept payments on behalf of the City. Comply 15.5.2 FTB Intercept Program Contractor shall manage FTB submission process in a timely manner, adhering to all FTB guidelines and State of California policy and law. Comply 15.5.3 FTB Intercept Program Contractor shall properly identify and collect required data for eligible records to be submitted to FTB. Comply 15.5.4 FTB Intercept Program Contractor shall generate and send mail notifications prior to file submission as required. Comply 15.5.5 FTB Intercept Program Contractor shall receive and process FTB files, updating the CMS on a real time basis. Comply 15.5.6 FTB Intercept Program Contractor shall provide timely modification/notification to the intercept program if the amount to be intercepted has changed. Comply 15.5.7 FTB Intercept Program Contractor shall assist in processing timely refunds in the event of overpayment or misidentification. Comply 15.5.8 FTB Intercept Program Contractor shall be able to report on FTB activities.Comply 16.1.1 Permit Management System PMS shall be online,cloud-based,and not require any installation of software,accessible from any PC with a web browser.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 16.1.2 Permit Management System PMS shall update in real time.Comply 16.1.3 Permit Management System PMS shall allow for full customization to the City specific Business Rules determined during the Design Review process.City may change the Business Rules at its sole discretion which will be implemented by the Contractor within five business days. Comply 16.1.4 Permit Management System Contractor solution and all related components shall all be compliant with Payment Card Industry Data Security Standard (PCI Level1 certified by aQualified Security Assessor (QSA))as applicable. Comply 16.1.5 Permit Management System PMS solution will provide a payment gateway for processing of bank cards which is capable of processingVisa,Mastercard,AmericanExpress and Discover,which will integrate with the City s current merchant processor, XXX. Comply 16.1.5.1 Permit Management System Contractor will allow the City to change the merchant processor in the future for no cost.Comply 16.1.6 Permit Management System PMS shall allow for assigning permissions to access certain features based on user ID.Comply 16.1.7 Permit Management System PMS shall support both physical and virtual parking permits tied to a license plate.Comply 16.1.8 Permit Management System PMS shall support the ability to prevent permitting processing and issuance when a motorist has citation related amounts due to the City.Comply 16.1.9 Permit Management System PMS shall generate renewal and cancellation notices to be sent by mail and email.Comply 16.1.10 Permit Management System PMS shall generate renewal and cancellation notices by batch or individually. Comply 16.1.11 Permit Management System PMS shall generate acceptance or denial of permit applications notices to be sent by mail and email.Comply 16.1.12 Permit Management System PMS shall generate a unique permit number.Comply 16.1.13 Permit Management System PMS shall allow the addition and removal of any permit types.Comply 16.1.14 Permit Management System PMS shall allow for multiple parking permits zones and districts. Comply 16.1.15 Permit Management System PMS shall provide functionality for guest parking permits.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 16.1.16 Permit Management System PMS shall support rolling expiration data (daily, weekly, monthly, annually, date-to-date).Comply 16.1.17 Permit Management System PMS shall support exception permit processing and quantity limitations with time period parameters.Comply 16.1.18 Permit Management System PMS shall restrict and allow multiple permits to be assigned to one license plate.Comply 16.1.19 Permit Management System PMS shall support multiple permit pricing structures including flat, prorated, and tiered pricing.Comply 16.1.20 Permit Management System PMS shall support multiple permit waitlists.Comply 16.1.21 Permit Management System An authorized user shall be able to conduct the following actions in the PMS:Comply 16.1.21.1 Permit Management System Create a new permit holder account.Comply 16.1.21.2 Permit Management System Enter or create permits assigned to a motorist. Comply 16.1.21.3 Permit Management System Correct, Autofill, or standardize address entries.Comply 16.1.21.4 Permit Management System Validate permit program eligibility based upon supporting documentation.Comply 16.1.21.5 Permit Management System Approve or deny parking permit applications based on geographical (address)location or requested permit or by other City determined factors.Comply 16.1.21.6 Permit Management System View and manage permit request queue, listing permits requiring review for approval.Comply 16.1.21.7 Permit Management System View and manage permit waitlists including adding or removing waitlist requests.Comply 16.1.21.8 Permit Management System Process payments for permits.Comply 16.1.21.9 Permit Management System Process refunds for permits Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 16.1.21.10 Permit Management System Process multiple permits in one transaction.Comply 16.1.21.11 Permit Management System Query by account name,account number,permit type,permit number,license plate number, and address.Comply 16.1.21.12 Permit Management System Add notes to permit accounts with no limitation.Comply 16.1.21.13 Permit Management System Edit account information and permit information.Comply 16.1.21.14 Permit Management System Cancel an existing permit.Comply 16.1.21.15 Permit Management System Print temporary permits.Comply 16.1.21.16 Permit Management System Print, mail or email correspondences to permit holds Comply 16.1.22 Permit Management System PMS shall provide full audit trail information for every processing transaction must be captured and retained for each permit until the permit is purged from the system per the policies established by the City. All processing activities will be subjected to detailed audit by the City. Comply 16.2.1 PMS Customer Portal The portal shall be fully hosted by the Contractor and integrated with the Contractor s PMS in real-time.Comply 16.2.2 PMS Customer Portal The portal shall be available 24 hours per day, 7 days per week.Comply 16.2.3 PMS Customer Portal The portal must be accessible on multiple browser platforms,including MS Edge,Google Chrome, Safari, and Firefox.Comply 16.2.4 PMS Customer Portal The portal shall be PCI compliant for online payment acceptance.Comply 16.2.5 PMS Customer Portal The City shall approve the application of any convenience fees.Comply As stated above, a convenience fee is applied at the transaction level for each credit / debit card transaction processed. 16.2.6 PMS Customer Portal Contractor s website shall comply with all applicable ADA standards and requirements.Comply 16.2.7 PMS Customer Portal Provide customers with email messages regarding the approval or status of their permit.Comply 16.2.8 PMS Customer Portal A motorist shall be able to complete the following actions via the portal:Comply 16.2.9 PMS Customer Portal Purchase and/or request an annual, visitor or guest permits with qualifying documentation.Comply 16.2.10 PMS Customer Portal Request placement on a permit waitlist.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 16.2.11 PMS Customer Portal View status of position on a waitlist.Comply 16.2.12 PMS Customer Portal Remove placement from a waitlist.Comply 16.2.13 PMS Customer Portal Process payment for a waitlist position or permit.Comply 16.2.14 PMS Customer Portal Renew an existing permit.Comply 16.2.15 PMS Customer Portal Cancel a permit.Comply 16.2.16 PMS Customer Portal Update permit information (e.g.,license plate number,make,model,color,and address)as allowable by a permit type.Comply 16.3.1 PMS Reporting Contractor shall provide comprehensive, detailed,accurate,and timely management, financial, and operational on-line, real-time, and other reports for City management.Comply 16.3.2 PMS Reporting Batch reporting shall be acceptable for large amounts of data only.Comply 16.3.3 PMS Reporting PMS reporting shall provide the ability to query reports by multiple filters including date.Comply 16.3.4 PMS Reporting PMS reporting shall provide reporting on permitting statistics such quantities, types, and more. Comply 16.3.5 PMS Reporting PMS reporting shall be exportable in pdf and/or Excel/CSV format.Comply 17.1 Warranty and Support Service Contractor shall include a minimum of a one-year hardware warranty for any hardware delivered to the City. Comply 17.2 Warranty and Support Service Contractor shall provide extended hardware warranty options. Comply 17.3 Warranty and Support Service Contractor shall provide a warranty on all software and system solutions for the term of the contract.Comply 17.4 Warranty and Support Service Contractor shall provide ongoing support services through the term of the contract,including a toll-free phone number and online help (Help Desk).Support services shall be available from 8am to 5pm Pacific Time Zone reasonable hours, seven days per week (excluding holidays). Comply 17.5 Warranty and Support Service Any requests for support that cannot be handled immediately by the Help Desk shall be acknowledged by the Contractor within one business day and updated on a regular basis.Comply 17.6 Warranty and Support Service Contractor s support services must be provided by a staff of experienced, well-trained technicians.Comply 17.7 Warranty and Support Service Contractor shall utilize a ticket tracking system to open,track and close support requests from the City. Comply Internally Data Ticket utilizes SharePoint to open, track, and close support requests and enhancements. When our clients request enhancements we work directly with our clients to implement those enhancements. 17.8 Warranty and Support Service Contractor shall provide regular and ongoing technical bulletins that identify product notifications,technology updates,lessons learned,and/or system performance that detail issues, changes, improvements, and upgrades. Comply 18.1 Project Management Contractor shall assign a Project Manager for the duration of the planning,implementation, delivery and installation portion of the contract who will be responsible for,including but not limited to: Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 18.1.1 Project Management Project oversight and delivery of the system.Comply 18.1.2 Project Management Being a single point of contact for the City and providing for the management,implementation, and on-going trouble shooting of the System during its installation.Comply 18.1.3 Project Management Coordinating efforts with the City and any subcontractors.Comply 18.1.4 Project Management Being available as required for onsite work and otherwise available to the City during regular business hours via email,phone or video conference to respond to City needs,questions and or issues. Comply 18.1.5 Project Management Developing and maintaining,in consultation with the City,a detailed implementation and project plan for the System.Comply 18.2 Project Management Contractor’s Project Manager shall be experienced in the Contractor’s solutions,parking operations,and all related laws and codes pertaining to citation management in California.The Project Manager shall be able to provide guidance and suggestions to the City on best practices. Comply 18.3 Project Management Contractor shall provide a Design Review process for the customizable and configurable portions of the solution.The Design Review process will result in a Business Roles document that the City shall approve.The Business Rules will be the guidelines and rules for all activities and work related to delivering the scope of the resulting agreement. Comply 18.4 Project Management Contractor shall test all hardware, software and systems prior to delivery to the City.Comply 18.5 Project Management Contractor shall support the City in testing all hardware, software and system prior to implementation. Comply 18.6 Project Management Contractor shall develop a training plan for review and approval by the City.Comply 19.1 Training Contractor shall provide a training plan that includes but is not limited to all functionality of CMS operations,adjudication,enforcement devices,citation issuance software,web portal operations,noticingandcorrespondence operations,IVR operations,and reporting.Thetraining plan shall include: Comply 19.1.1 Training Types of training course with a target audience Comply 19.1.2 Training Description of course Comply 19.1.3 Training Length of course Comply 19.1.4 Training Method of training (video conference, in person, etc.)Comply 19.1.5 Training Prerequisites for the training course Comply 19.2 Training Contractor shall provide training in person orvia video conference as is the most appropriate for the topic. At a minimum, Contractor will provide at least two days of onsite/in person training. Comply 19.3 Training The City may request additional training sessions at reasonable intervals and lengths via video conference for no additional cost for the term of the contract.Comply 19.4 Training Contractor will provide the necessary training to the City for any new,upgraded or additional functionality provided during the term of the contract.Comply 19.5 Training The City may request additional training sessions in person.Contractor will provide a quote for services within one week, and perform that training within four weeks, of the City’s request.Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 RFP Ref #Section Description Requirement Number and Description Response Comments 19.6 Training Contactor shall supply and keep current digitals copies of all operations,training, and user manuals, which include detailed instruction for the operation of the entire solution.Comply 20.1 Integration Requirements Contractor shall provide real-time integration with the City’s current,new, and future parking technology and data management Contractors, which currently includes: Comply Data Ticket will integrate with any required vendor; however, Data Ticket will not pay fees to any vendor or to the city to perform such integrations. 20.1.1 Integration Requirements LPR - Genetec/ Route 1 Comply 20.1.2 Integration Requirements Pay by Plate pay stations – IPS Comply 20.1.3 Integration Requirements Mobile payment applications – Honk, PayByPhone, ParkMobile Comply 20.2 Integration Requirements Contractor shall be able to work with outside Contractors to perform data migration, if required by the City Comply 20.3 Integration Requirements Contract will review and comply with the additional data,system and security requirement in Attachment B. Comply EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Pricing Workbook Instructions San Luis Obispo Citations and Permit Management System RFP General For submittal, save the Pricing Workbook as a Microsoft Excel file with the name "Pricing Workbork_SLOCPMS_[vendor name]". Submit as a separate file with the other proposal document. Input details and pricing in the yellow highlighted cells. If there is no input or price, place "0" or "n/a" in the cell. Input any notes or assumptions the Contractor prefers the City to be aware of in the "Notes and Assumptions" section of each tab. Specified quantities are for pricing comparisons only and are not a commitment or guarantee of the City. Contractor is responsible for any errors or omissions on their Pricing Workbook submission. All prices should be in US dollars. The Pricing Workbook must incorporate all costs associated with delivering the required Scope of this RFP. CMS No additional Instructions. Issuance No additional Instructions. Telephone If applicable, Contractor may describe any associated fees required beyond the listed items. PMS No additional Instructions. Optionals Services Contractor shall describe any value add, optional, or enhanced services that are available to the City . This tab is not to be used to itemize any costs or fees for services required in the Scope of this RFP. Contractor must input a description (item), quantity, unit of measure and price for each Service offered. EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Citations Management System Proposer: Required - Citations Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Citation (handheld issued)40000 0.45$ 18,000.00$ 90,000.00$ Per Warning Notice ($0 value) (handheld issued)3500 0.45$ 1,575.00$ 7,875.00$ Per Citation (mannually issued and entered)1200 0.55$ 660.00$ 3,300.00$ Registered Owner Aqusition (in state)41000 -$ -$ -$ Registered Owner Aqusition (out of state)2500 -$ -$ -$ Required - Noticing Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Notice/Correspondence 20000 0.95$ 19,000.00$ 95,000.00$ Postage per Notice/Correspondence 20000 -$ -$ -$ Required - Payments Item Quantity Price per Unit Esimated Annual Total Esimated Annual Total Per Mail-in Payment 8000 0.25 2,000.00$ 10,000.00$ Per Bank Card Payment (online or telephone)24000 0 -$ -$ Required - Licensing Item Quantity Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 -$ -$ -$ Monthly System Licensing 12 -$ -$ -$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 -$ -$ Project Management 1 -$ -$ Training 1 -$ -$ Required - Deliqunet Collections Item Value Percentage Esimated Annual Total Esimated 5 Year Total Deliquent Collection 975,000.00$ 28%273,000.00$ 1,365,000.00$ Pricing Assumption and Notes Date: _November 6, 2024_______ For item 12 and all notices and letters sent, postage increases are appliable and will be assessed. Please note: Item 17, Bank Card Payment is not a fee assessed to the City. This fee is a flat $3.50 per fee assessed at the transaction level. If the City elects not to have this fee charged to the paying individual, the City could absorb this cost. Please note item 29,Delinquent Collections is assessed when notice 2 is sent or at 90 days, whichever takes place first. Data Ticket, Inc. Proposer Name: _Data Ticket, Inc. _____________________________________ Authorized Signature: _Brook Westcott ________________________________ Printed Name: _Brook Westcott_________________________________ San Luis Obispo Citations and Permit Management System RFP EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Citations Issuance Hardware & Software - Android Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Hardware Item Quantity Per Unit Price Esimated Annual Total Handheld Device (separate device)13 950.00$ 12,350.00$ Printer (desparate device)13 400.00$ 5,200.00$ All-in-One Device (printer and handheld)13 3,150.00$ 40,950.00$ Charger 13 -$ Spare Battery - for All-in-One Device only 13 160.00$ 2,080.00$ Required - Hardware Warranty Item Quantity Annual Price Esimated Annual Total Esimated 4 Year Total Handheld Device (separate device)13 15.00$ 195.00$ 780.00$ Printer (desparate device)13 8.00$ 104.00$ 416.00$ All-in-One Device (printer and handheld)13 15.00$ 195.00$ 780.00$ Required - Licensing Item Quantity Per Unit Price # of Devices Esimated Annual Total Esimated 5 Year Total Annual System Licensing (including cellular connection)1 150.00$ 13 1,950.00$ 9,750.00$ Monthly System Licensing (including cellular connection)12 20.00$ 13 3,120.00$ 15,600.00$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 -$ -$ Project Management 1 -$ -$ Training 1 400.00$ -$ Pricing Assumption and Notes Date: _November 6, 2024________ Data Ticket, Inc. Please note: the items quoted in #17 and #18 are exclusive of the data plan. The data plan is a pass-thru that is estimated at $50.00 per month per unit. The price quoted in item 17 is the Software License cost per year per unit. The price quote in item 18 is the monthly software maintenance and support / trouble shooting cost per month per unit. We have provided a Lost / Stolen / Damaged Replacement plan in the Optional Services tab. Please note the above fees are for the Android phones only. For iOS fees, pelase see "optional services". The printer for the Android is also applicable for teh iOS. For items 12 -14 there is a $175.00 deductible for the handheld separate device, $75.00 deductible for the printer & $700.00 deductible for the "All-in-one Device" Proposer Name: _Data Ticket, Inc. ______________________________ Authorized Signature: _Brook Westcott ________________________________ Printed Name: __Brook Westcott________________________________ EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Telephone Service Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Telephone Services Item Quantity Unit of Measure Per Unit Price Esimated Annual Total Esimated 5 Year Total Customer Services calls made / received per call 0.25$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ Required - Licensing Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 -$ -$ -$ Monthly System Licensing 12 -$ -$ -$ Required -Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 -$ -$ Project Management 1 -$ -$ Training 1 -$ -$ Pricing Assumption and Notes Date: _November 6, 2024________ Data Ticket, Inc. Data Ticket does not know the number of customer service calls Data Ticket will receive or make on behalf of the city. Proposer Name: _Data Ticket, Inc. ______________________________ Authorized Signature: _Brook Westcott ________________________________ Printed Name: __Brook Westcott________________________________ EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Permit Management System Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Permit Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Permit Issued 3000 0 -$ Required - Licensing Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 -$ -$ -$ Monthly System Licensing 12 1,500.00$ 18,000.00$ 90,000.00$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 -$ #VALUE! Project Management 1 -$ #VALUE! Training 1 -$ #VALUE! Pricing Assumption and Notes Date: _November 6, 2024________ Data Ticket, Inc. Data Ticket assumes it will not review and approve permit applications nor participate in the disbursement of permits. Proposer Name: _Data Ticket, Inc. ______________________________ Authorized Signature: _Brook Westcott ________________________________ Printed Name: __Brook Westcott________________________________ EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Optional Services Pricing Proposer: San Luis Obispo Citations and Permit Management System RFP Optional - CMS Item Quantity Unit of Measure Price Total Out of State Collections - assessed for all cites paid Per Amount Collected 25% #VALUE! SSN Acquisition for FTB Collections Per SSN $1.00 #VALUE! FTB Collections Per Amount Collected 15% #VALUE! Adjudication and all other misellaneous correspondence Per Letter $0.75 #VALUE! Indigent Payment Plan (City reviews and approves) Per Plan $2.00 Credit Card Chargeback Fee(assessed to patron)Per chargeback $33.50 Optional: Indigent Payment Plan (Data Ticket reviews and approves) Per Plan $5.00 Optional: Monthly Banking Fee Per Month $150.00 Optional: Refund Issuance and processing Per Refund $2.50 Optional: Regular Payment Plan (assessed to citizen)Per Citation $ 15.00 Optional: Hearing Officer Services Per Hour $85.00 #VALUE! Optional - PMS Item Quantity Unit of Measure Price Total Review and approve or deny permits and accounts (Data Ticket performs)Per permit / account $ 5.00 -$ Fulfillment of permits by Data Ticket Per permit / account $ 2.00 -$ Mailed Correspondence Per letter $ 1.00 -$ iOS Handheld Device (separate device) 13 Per phone $ 1,660.00 21,580.00$ iOS Annual softwaew license fee 13 Per phone $ 300.00 3,900.00$ iOS Software maintance/support/troubleshooting 13 Per phone $ 40.00 520.00$ iOS - Optional replacement for lost,stolen or damaged handheld unit 13 30 $ 30.00 390.00$ Optional - Other Services Item Quantity Unit of Measure Price Total -$ Pricing Assumption and Notes Data Ticket, Inc. Date: _November 6, 2024________ In the Optional - CMS section, if the item states "Optional" then the item is optional. The quantities have not been defined as we do not have knowledge of the number of instances the city incurs annually. Proposer Name: _Data Ticket, Inc. ______________________________ Authorized Signature: _Brook Westcott ________________________________ Printed Name: __Brook Westcott________________________________ EXHIBIT A Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 EXHIBIT B – INSURANCE REQUIREMENTS Without limiting CONTRACTOR’s indemnification of CITY, and prior to commencement of Work, CONTRACTOR shall obtain, provide and maintain at its own expense during the term of this AGREEMENT, policies of insurance of the type and amounts described below, and in a form satisfactory to CITY. General liability insurance. CONTRACTOR shall maintain commercial general liability insurance with coverage at least as broad as Insurance Services Office form CG 00 01, in an amount not less than $1,000,000 per occurrence, $2,000,000 general aggregate, for bodily injury, personal injury, and property damage. The policy must include contractual liability that has not been amended. Any endorsement restricting standard ISO “insured contract” language will not be accepted. Automobile liability insurance. CONTRACTOR shall maintain automobile insurance at least as broad as Insurance Services Office form CA 00 01 covering bodily injury and property damage for all activities of the Contractor arising out of or in connection with Work to be performed under this AGREEMENT, including coverage for any owned, hired, non-owned or rented vehicles, in an amount not less than $1,000,000 combined single limit for each accident. Professional liability (errors & omissions) insurance. CONTRACTOR shall maintain professional liability insurance that covers the Services to be performed in connection with this AGREEMENT, in the minimum amount of $1,000,000 per claim and in the aggregate. Any policy inception date, continuity date, or retroactive date must be before the effective date of this AGREEMENT and CONTRACTOR agrees to maintain continuous coverage through a period no less than three (3) years after completion of the services required by this AGREEMENT. Workers’ compensation insurance. CONTRACTOR shall maintain Workers’ Compensation Insurance (Statutory Limits) and Employer’s Liability Insurance (with limits of at least $1,000,000). CONTRACTOR shall submit to CITY, along with the certificate of insurance, a Waiver of Subrogation endorsement in favor of CITY, its officers, agents, employees, and volunteers. Umbrella or excess liability insurance. CONTRACTOR shall obtain and maintain an umbrella or excess liability insurance policy with limits that will provide bodily injury, personal injury and property damage liability coverage at least as broad as the primary coverages set forth above, including commercial general liability, automobile liability, and employer’s liability. Such policy or policies shall include the following terms and conditions: • A drop-down feature requiring the policy to respond if any primary insurance that would otherwise have applied proves to be uncollectible in whole or in part for any reason; • Pay on behalf of wording as opposed to reimbursement; • Concurrency of effective dates with primary policies; • Policies shall “follow form” to the underlying primary policies; and • Insureds under primary policies shall also be insureds under the umbrella or excess policies. Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Proof of insurance. CONTRACTOR shall provide certificates of insurance to CITY as evidence of the insurance coverage required herein, along with a waiver of subrogation endorsement for workers’ compensation. Insurance certificates and endorsements must be approved by CITY’s Risk Manager prior to commencement of performance. Current certification of insurance shall be kept on file with CITY at all times during the term of this contract. CITY reserves the right to require complete, certified copies of all required insurance policies, at any time. Duration of coverage. CONTRACTOR shall procure and maintain for the duration of the contract insurance against claims for injuries to persons or damages to property, which may arise from or in connection with the performance of the Work hereunder by CONTRACTOR, his agents, representatives, employees or subcontractor. Primary/noncontributing. Coverage provided by CONTRACTOR shall be primary and any insurance or self-insurance procured or maintained by CITY shall not be required to contribute with it. The limits of insurance required herein may be satisfied by a combination of primary and umbrella or excess insurance. Any umbrella or excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and non-contributory basis for the benefit of CITY before the CITY’s own insurance or self-insurance shall be called upon to protect it as a named insured. CITY’s rights of enforcement. In the event any policy of insurance required under this AGREEMENT does not comply with these specifications or is canceled and not replaced, CITY has the right but not the duty to obtain the insurance it deems necessary, and any premium paid by CITY will be promptly reimbursed by CONTRACTOR or CITY will withhold amounts sufficient to pay premium from CONTRACTOR payments. In the alternative, CITY may cancel this AGREEMENT. Acceptable insurers. All insurance policies shall be issued by an insurance company currently authorized by the Insurance Commissioner to transact business of insurance or is on the List of Approved Surplus Line Insurers in the State of California, with an assigned policyholders’ Rating of A- (or higher) and Financial Size Category Class VII (or larger) in accordance with the latest edition of Best’s Key Rating Guide, unless otherwise approved by the CITY’s Risk Manager. Waiver of subrogation. All insurance coverage maintained or procured pursuant to this AGREEMENT shall be endorsed to waive subrogation against CITY, its elected or appointed officers, agents, officials, employees and volunteers or shall specifically allow CONTRACTOR or others providing insurance evidence in compliance with these specifications to waive their right of recovery prior to a loss. CONTRACTOR hereby waives its own right of recovery against CITY and shall require similar written express waivers and insurance clauses from each of its subcontractors. Enforcement of contract provisions (non estoppel). CONTRACTOR acknowledges and agrees that any actual or alleged failure on the part of the CITY to inform CONTRACTOR of non-compliance with any requirement imposes no additional obligations on the CITY nor does it waive any rights hereunder. Requirements not limiting. Requirements of specific coverage features or limits contained in this Section are not intended as a limitation on coverage, limits or other requirements, or a waiver of any coverage normally provided by any insurance. Specific reference to a given coverage feature is for purposes of clarification only as it pertains to a given issue and is not intended by any party or insured to be all inclusive, or to the exclusion of other coverage, or a waiver of any type. If the CONTRACTOR Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 maintains higher limits than the minimums shown above, the CITY requires and shall be entitled to coverage for the higher limits maintained by the CONTRACTOR. Any available insurance proceeds in excess of the specified minimum limits of insurance and coverage shall be available to the CITY. Notice of cancellation. CONTRACTOR agrees to oblige its insurance agent or broker and insurers to provide to CITY with a thirty (30) day notice of cancellation (except for nonpayment for which a ten (10) day notice is required) or nonrenewal of coverage for each required coverage. Additional insured status. General liability policies shall provide or be endorsed to provide that CITY and its officers, officials, employees, and agents, and volunteers shall be additional insureds under such policies. This provision shall also apply to any excess/umbrella liability policies. Prohibition of undisclosed coverage limitations. None of the coverages required herein will be in compliance with these requirements if they include any limiting endorsement of any kind that has not been first submitted to CITY and approved of in writing. Separation of insureds. A severability of interests provision must apply for all additional insureds ensuring that CONTRACTOR’S insurance shall apply separately to each insured against whom claim is made or suit is brought, except with respect to the insurer’s limits of liability. The policy(ies) shall not contain any cross-liability exclusions. Pass through clause. CONTRACTOR agrees to ensure that its subcontractors, subcontractors, and any other party involved with the project who is brought onto or involved in the project by CONTRACTOR, provide the same minimum insurance coverage and endorsements required of CONTRACTOR. CONTRACTOR agrees to monitor and review all such coverage and assumes all responsibility for ensuring that such coverage is provided in conformity with the requirements of this section. CONTRACTOR agrees that upon request, all agreements with contractors, subcontractors, and others engaged in the project will be submitted to CITY for review. CITY’s right to revise specifications. The CITY reserves the right at any time during the term of the contract to change the amounts and types of insurance required by giving the CONTRACTOR ninety (90) days advance written notice of such change. If such change results in substantial additional cost to the CONTRACTOR, the CITY and CONTRACTOR may renegotiate CONTRACTOR’S compensation. Self-insured retentions. Any self-insured retentions must be declared to and approved by CITY. CITY reserves the right to require that self-insured retentions be eliminated, lowered, or replaced by a deductible. Self-insurance will not be considered to comply with these specifications unless approved by CITY. Timely notice of claims. CONTRACTOR shall give CITY prompt and timely notice of claims made or suits instituted that arise out of or result from CONTRACTOR’S performance under this AGREEMENT, and that involve or may involve coverage under any of the required liability policies. Additional insurance. CONTRACTOR shall also procure and maintain, at its own cost and expense, any additional kinds of insurance, which in its own judgment may be necessary for its proper protection and prosecution of the work. Verification of Coverage. Contractor shall furnish the City with a certificate of insurance showing maintenance of the required insurance coverage, as well as endorsements effecting general Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 liability coverage. All endorsements are to be received and approved by the City before work commences. Docusign Envelope ID: E1D537DE-0C4C-4884-8650-E6C9CC776626 Certificate Of Completion Envelope Id: E1D537DE-0C4C-4884-8650-E6C9CC776626 Status: Completed Subject: Complete with Docusign: Data Ticket Contract with Exhibits (1) January 2024.pdf Department: Supplier: Source Envelope: Document Pages: 92 Signatures: 5 Envelope Originator: Certificate Pages: 5 Initials: 0 Amber Blevins AutoNav: Enabled EnvelopeId Stamping: Enabled Time Zone: (UTC-08:00) Pacific Time (US & Canada) 990 Palm Street San Luis Obispo, CA 93422 ablevins@slocity.org Record Tracking Status: Original 1/6/2025 3:47:15 PM Holder: Amber Blevins ablevins@slocity.org Location: DocuSign Signer Events Signature Timestamp Brook Westcott BWestcott@dataticket.com Chief Operating Officer Data Ticket, Inc. Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: 70.182.197.222 Sent: 1/6/2025 4:01:13 PM Viewed: 1/6/2025 4:08:56 PM Signed: 1/6/2025 4:09:02 PM Electronic Record and Signature Disclosure: Accepted: 1/6/2025 4:08:56 PM ID: 6b62b0bd-5b00-42cc-957c-90be307b1888 HEATHER NOWLAN hnowlan@dataticket.com Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: Sent: 1/6/2025 4:09:03 PM Resent: 1/13/2025 11:17:48 AM Viewed: 1/13/2025 12:10:01 PM Signed: 1/13/2025 12:10:23 PM Electronic Record and Signature Disclosure: Accepted: 1/13/2025 12:10:01 PM ID: 56ca9010-1d51-4d06-94aa-2afb295ce074 Sadie Symens ssymens@slocity.org Deputy City Attorney City of San Luis Obispo Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: Sent: 1/13/2025 12:10:25 PM Resent: 1/13/2025 4:43:12 PM Viewed: 1/13/2025 4:59:18 PM Signed: 1/13/2025 5:01:04 PM Electronic Record and Signature Disclosure: Not Offered via DocuSign Whitney McDonald WMcDonal@slocity.org City Manager City of San Luis Obispo Security Level: Email, Account Authentication (None) Signature Adoption: Pre-selected Style Using IP Address: Signed using mobile Sent: 1/13/2025 5:01:06 PM Viewed: 1/13/2025 8:18:05 PM Signed: 1/13/2025 8:18:56 PM Electronic Record and Signature Disclosure: Not Offered via DocuSign In Person Signer Events Signature Timestamp Editor Delivery Events Status Timestamp Agent Delivery Events Status Timestamp Intermediary Delivery Events Status Timestamp Certified Delivery Events Status Timestamp Carbon Copy Events Status Timestamp Donna King dking@slocity.org Security Level: Email, Account Authentication (None) Sent: 1/14/2025 9:49:12 AM Viewed: 1/14/2025 9:50:48 AM Electronic Record and Signature Disclosure: Accepted: 1/7/2025 7:31:33 AM ID: 6eafddbf-f2ab-40d5-b4f3-d3846d281027 Daniel Clancy dclancy@slocity.org Purchasing Analyst City of San Luis Obispo Security Level: Email, Account Authentication (None) Sent: 1/14/2025 9:49:12 AM Electronic Record and Signature Disclosure: Not Offered via DocuSign Witness Events Signature Timestamp Notary Events Signature Timestamp Envelope Summary Events Status Timestamps Envelope Sent Hashed/Encrypted 1/6/2025 4:01:13 PM Envelope Updated Security Checked 1/13/2025 4:43:11 PM Envelope Updated Security Checked 1/13/2025 4:43:11 PM Envelope Updated Security Checked 1/13/2025 4:43:11 PM Envelope Updated Security Checked 1/14/2025 9:49:11 AM Certified Delivered Security Checked 1/13/2025 8:18:05 PM Signing Complete Security Checked 1/13/2025 8:18:56 PM Completed Security Checked 1/14/2025 9:49:12 AM Payment Events Status Timestamps Electronic Record and Signature Disclosure ELECTRONIC RECORD AND SIGNATURE DISCLOSURE From time to time, Carahsoft OBO City of San Luis Obispo (we, us or Company) may be required by law to provide to you certain written notices or disclosures. 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PARKING CITATION AND PERMIT MANAGEMENT SYSTEM PROPOSAL PRESENTED TO: CITY OF SAN LUIS OBISPO DEADLINE: NOVEMBER 8, 2024 Dear Members of the Selection Panel, Phoenix Group Information Systems (hereinafter referred to as “Phoenix Group” or “PHX”) is pleased to present this proposal for a Parking Citation and Permit Management System to the City of San Luis Obispo (hereinafter referred to as “CITY”). Our firm is delighted to offer our services and systems which are the most robust and customer friendly in the industry. Our technology is the most innovative, current, and secure in the industry and our fees are the most competitive period. Overview: Phoenix Group is uniquely well-positioned to deliver a solution that meets and exceeds the CITY’s specifications. With procedures, protocols, system interactions, and technical infrastructure already in place, we can provide specialized citation processing for parking citations, revenue collection and an online parking permit solution. Phoenix Group will provide to the CITY a complete solution, available 24/7. With over 250 clients and over 35 years of experience in the industry, we guarantee we will outperform all other vendors by providing focused citation processing and revenue collection services that are effective and efficient. All our customer service staff is experienced and highly responsive. All members are bilingual and are experts regarding California Vehicle Code and the CITY’s current municipal codes and ordinances. Selecting Phoenix Group will result in a seamless processing experience. Fiscal Impact: Phoenix Group has generated over $120 million annually in revenue for our clients through effective collection services. When citations remain unpaid, they require significant staff time and resources to pursue payments for original fines and late fees. By partnering with Phoenix Group for citation processing services, the CITY can efficiently manage delinquent fines. Once violations beco me overdue, they are sent to the Department of Motor Vehicles (DMV) and placed on “DMV Hold,” incurring costs imposed by the DMV directly to the CITY. Additionally, violations that remain unpaid for ninety days or longer are aggregated and sent to the Franchise Tax Board (FTB) annually. In alignment with the CITY’s directives, Phoenix Group employes a pass-through administrative fee structure to cover these collection service costs, enhancing financial recovery and efficiency. This process helps the CITY establish a cost-recovery structure. Solution: Our processing and collections system and techniques are consistently being refined to better assist our client needs. Our goal is to be an extension of the CITY’s customer service agents, while also generating the maximum amount of revenue recovery for t he CITY. With our main goal of helping our clients improve their programs and maximizing collection revenues earlier in the debt flow lifecycle, we are mindful of the importance of every interaction with the public. Every interaction is an opportu nity to gather information, build trust, and support a customer in their efforts to comply with CITY policy. We have combined our working knowledge of the CITY’s existing systems and an understanding of the desired future upgrades. During the contract, we propose implementing a number of enhancements. Our systems are already configured to meet the CITY’s needs. P hoenix Group offers a reliable system with rich functionality, relevant expertise, and experience implementing and operating similar processing and collections programs with the resources to meet current and future needs. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 (714) 460-7200 clientrelations@phxgis.com Federal Tax ID: 330311833 Our proprietary software solutions, including our WINCITE ™ database, are proven, fully comprehensive, state-of-the-art applications that allow full access to all citation and permit data, communications with citizens, online payments, and reports, as well interfaces with the Department of Motor Vehicles, the Franchise Tax Board, and Collections. WINCITE Mobile Pro ™ our ticket issuing software and hardware solutions, providing real-time access of citations and photos for your CITY and the public. Keys to Success: • The clean presentation and ease of customer -based webpages. • Well-structured phone service & support systems. • Dedicated bilingual customer service. • Availability of several flexible hand-held ticket device options with integrated license plate recognition features. • Excellent citation processing and revenue collection. • A strong technology culture promoting flexibility & best practices. • A high collection rate and revenue cost recovery structure for the City of San Luis Obispo. • Outstanding references. Phoenix Group offers a superior level of customer service and support. In our corporate headquarters, located in Santa Ana, California, we offer in -house bilingual customer service representatives that will ensure a dignified and respectful treatment of the CITY’s patrons. As President and Officer of Phoenix Group Information Systems, I have full authority to negotiate a contract with the CITY under the terms and conditions prescribed by this Request for Proposal. Claire Murphy, the Executive Vice President for Phoenix Group , will be the Project Manager for the City of San Luis Obispo. She may be reached by phone at (714) 460-7200 or by email at claire@phxgis.com. She will be your primary point of contact. All information, fees, and services in our proposal are valid for a period of 120 days. We confirm that we meet and exceed the minimum contract and insurance requirements. Our firm is able to execute the agreeme nt as drafted by the City of San Luis Obispo. Sincerely, Robert T. Murphy President 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 (714) 460-7200 clientrelations@phxgis.com Federal Tax ID: 330311833 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 1 of 50 TABLE OF CONTENTS QUALIFICATIONS OF THE FIRM ................................................................................................ 2 Experience ............................................................................................................................................... 3 ASSIGNED REPRESENTATIVES ................................................................................................ 5 Key Personnel ......................................................................................................................................... 5 WORK PROGRAM ........................................................................................................................ 8 CITATION MANAGEMENT SYSTEM ........................................................................................ 10 DMV Interface for R/O Information and Holds ...................................................................................... 23 Adjudication Services ............................................................................................................................ 24 Revenue Collection Services ................................................................................................................ 32 Accounting ............................................................................................................................................. 37 Data Management, Reporting, And Statistics ....................................................................................... 38 PARKING PERMIT MANAGEMENT .......................................................................................... 40 Digital Parking Permits .......................................................................................................................... 43 DATABASE BACK-UP AND OFF-SITE SECURITY ................................................................. 44 TRAINING AND INTEGRATION ................................................................................................. 47 Detailed Implementation ....................................................................................................................... 47 OTHER SERVICES ..................................................................................................................... 50 False Alarm Management System Services ......................................................................................... 50 Code Enforcement Administrative Citation Processing ........................................................................ 50 SmartCite Moving Citations & Collision Reports .................................................................................. 50 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 2 of 50 QUALIFICATIONS OF THE FIRM Phoenix Group offers the CITY a package program that satisfies all the needs of the City of San Luis Obispo. For over 35 years, Phoenix Group has been partnering with California agencies to create and manage best-practice citation processing, permit management, and collections solutions for over 250 agencies and public entities throughout the State, all while maintaining co mplete transparency to all parties involved. Phoenix Group’s headquarters are based in Santa Ana, California. The dedicated bilingual team of 26 employees at Phoenix Group takes pride in providing all services daily. Our senior management team has extensive industry experience, and our customer service representatives are all fully trained and experienced in assisting the publi c. All our staff are bilingual English and Spanish speakers and have over 100 years of combined experience in this sector. When considering a vendor, we STRONGLY suggest the CITY experience the level of customer service firsthand. We encourage the CITY to verify our level of customer service by calling our references. We GUARANTEE that our standards will surpass all our competitors. Phoenix Group is a C-Corporation and has been incorporated in the State of California since 1988. We are a certified DBE firm. Our firm is fiscally conservative and remains in a sound financial condition . There are no outstanding claims, planned closures, or mergers. All hardware and software are 100% owned and maintained by Phoenix Group. Our software system is maintained in a secure and copywritten environment. No systems are outsourced. Phoenix Group has never defaulted or failed to perform. All contract s have been successfully executed to term. Phoenix Group’s interface is highly intuitive and ranked higher amongst agencies in California for its ease of use. Our services include online parking permit management services, parking and administration citation processing services, administration, and adjunction services. We also provide mobile software and handheld citation issuance equipment to assist our clients with their need for efficient enforcement. We assist our clients in ensuring permits are processed in real time, service needs are met, and revenues are successfully delivered and available for use. Our clients have found that by using the services provided by Phoenix Group, revenues have dramatically increased. Phoenix Group has the system, personnel, and financial resources necessary to fully execute the requirements of the Request for Proposal (RFP). We are pleased and proud to provide this proposal for our services – we are the industry leaders in technology a nd services and provide the lowest costs to our customers while maintaining the highest standard of customer service. We are confident that our proposed services will greatly enhance and facilitate the enforcement effort put forth by your CITY. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 3 of 50 EXPERIENCE Phoenix Group is well acquainted with the CITY and has many clients in the surrounding area. Additionally, our vast experience in providing parking citation processing services to California clients far exceeds those of any other vendor in the industry, pr oviding added benefits to the CITY in terms of data and knowledge sharing. Based on our understanding of your requirements, our program will provide the CITY with a comprehensive parking and administrative citation processing services designed to optimize customer service, improve program compliance, and maximize program collecti on rates through the use of the latest enforcement and customer self-service technology. We believe that a core benefit of this system stems from the integration of its component parts into a related solution that fits the CITY’s current requirements and is flexible to accommodate the CITY’s ongoing needs with growth and expansion. KNOWLEDGE. Phoenix Group has assisted with developed policy, processes, procedures, programs, and methodologies necessary for the successful execution of projects and smooth operations in all areas for over 250 clients in California. We have analyzed cities’ special challenges and strategized appropriate solutions. We provide professional services – not just software and hardware. Our focus is on RESULTS. By providing our clients with cost-effective solutions, we have earned our reputation in the industry. GOING FORWARD. For more than three decades, Phoenix Group has provided its clients with an innovative, modern solution. With our record of excellent performance, we offer peace of mind in knowing you are working with a reliable partner who will be there for years to com e. We are committed to a lasting and successful ongoing partnership, as we will bring our extensive experience, knowledge, and capability to the CITY. ORGANIZATIONAL ALLIANCES: • California Department of Motor Vehicles • California Association of Code Enforcement Officers • LexisNexis • National Law Enforcement Telecommunications • California Mobility and Parking Association • Genetec, Inc. Solutions • Collection Bureau of America • Genetec AutoVu License Plate Recognition • VenTek International • Route 1, Inc. • Elavon • SOMA Global • Sun Ridge Systems • Vigilant Solutions For over 35 years, Phoenix Group has been partnering with California agencies to create and manage best-practice citation processing, permit management, and collections solutions for over 250 agencies and public entities throughout the State, all while maintaining co mplete transparency to all parties involved. Phoenix Group’s team of professionals has over 100 years of combined experience in the industry, committed of providing the CITY the most up -to-date handheld technology, including free software upgrades, greatly improved customer access, and unmatched service options. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 4 of 50 SERVICES OFFERED Phoenix Group offers all services expected with parking citation processing, delinquent collections, and parking permit service, including: • Daily Courier Service • Online Citation Information Portal • Payment Processing and Collection • Bilingual IVR System • Bilingual Customer Service • Customized toll-free phone number for CITY • Real-time DMV R/O retrieval, nationwide • Real-time DMV Holds & Releases • Secure Online Credit Card Payment Processing: PAYMYCITE.com • CA & Out-of-State Collection Processing • Adjudication Services / Online Paperless Appeals • Reports / Custom Reports / Street Sweeping • Payment Plan Setup (AB503 Compliant) • Delinquent Collection Services • Franchise Tax Board Collection • Cross-compatible Interface Across All Operating Systems & Devices • Adjudication and Disposition Management • Notice and Letter Processing • Real-time Access to Citation Status and Transaction History • Highly Secure PCI-compliant Application • Monthly Bank Management Fees: Includes Daily Deposits, Monthly Reconciliation, and Monthly Check to CITY for Balance of Funds • Handheld Mobile Citation Writing Device • Make Miss-Match Report • Independent Hearing Officer Services • Data Entry of payments and citations • Electronic scanning and storage of all mail received • Administrative Citation issuance software • Online Permit Management Solutions Phoenix Group is capable of providing strong customer service to both the CITY and its citizens, including processing the number of citations issued by the CITY. The dedicated multilingual team of 25 employees at Phoenix Group takes pride in providing all services daily. Our senior management team has extensive industry experience, and our customer service representatives are all fully trained and experienced in assisting the public. We offer 100 years combined experience in this sector. In addition to the below mentioned individuals, Phoenix Group makes available to the CITY an Operations Team with designated supervisors for both customer service and data entry requirements, as well a s an adjudication department for all reviews and hearings. Additional personnel may be assigned as needed. Our ongoing commitment to client service includes specific “dedicated to the CITY” Phoenix Group team members who respond to the CITY’s inquiries and service requests in less than one hour. Phoenix Groups Help Desk and Online Chat assures immediate response, as well. These individuals will be available during normal business hours, Monday through Friday . 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 5 of 50 ASSIGNED REPRESENTATIVES KEY PERSONNEL INDIVIDUAL ASSIGNMENT OF TASKS EXPERIENCE Claire Murphy Vice President 100% as required Designated Project Manager for the CITY. Contract management and oversight, enhancements, internal oversight of operational processes, financial analysis, & FAMS development and oversight. 16 Years Raquel Belman Client Relations Lead 100% as required Implementation management, training, coordination, report management, user and administrative set-up, & correspondence review. 12 Years Ersin Kivilcim I.T. & Development Lead 100% as required I.T. oversight and enhancements, handheld customizations. 21 Years Cathy Garcia Permit Technical Specialist 100% as required Online permit management, permit registration, permit fulfillment, adherence to city ordinances. 8 Years ROBERT T. MURPHY, President – 35 Years of Experience Mr. Robert Murphy has served as President of Phoenix Group Information Systems since its founding in 1988. He has been instrumental in providing vision, leadership, and innovation, and has led Phoenix Group in continued, substantial growth. In his position of President, Mr. Murphy’s focus is to ensure ongoing contractual compliance and oversee operational and financial controls for Phoenix Group’s clients. His background includes many years of audit experience with internationally recognized public accounting firms. His experience has given him a broad range of first -hand knowledge in the planning, budgeting, control, and operations of a variety of financial and operational environments. CLAIRE MURPHY, Vice President & Project Manager – 16 Years of Experience Claire is responsible for the broad oversight of Phoenix Group’s ongoing operations and maintains direct supervision of the Company’s business development unit. In addition to business management, Claire has functional experience in operational and financial management, marketing, and product line management. Claire earned a Master of Business Administration from New York University in 1997 and is fluent in English, French, and Italian. She will be responsible for working directly with the CITY and is responsible for contractual oversight and performance integrity, internal oversight of operational processes, and development and implementation of the False Alarm Management System. Features include multiagency, multitiered fine schedules, permits, and renewal s ordinance and community outreach. Oversight for a successful partnership with the CITY for false alarm reduction and compliance. ERSIN KIVILCIM, Director of Information Technology – 20+ Years of Experience Ersin is responsible for the oversight of Phoenix Group’s research and development efforts. Ersin has over 20 years’ experience in computing and network infrastructure. Responsible for automating operations in development and production environments. Provide gu idance and support for development activity. Design and implement highly available distributed architecture for hosted infrastructure. Ersin and his team handle all database operations including daily, weekly, and monthly file transfers to and from clients, the Department of Motor Vehicles, collections, and the Franchise Tax Board. Ersin and his 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 6 of 50 team are responsible for database programming and all custom development associated with the individual agencies using the citation management system and false alarm management systems. RAQUEL BELMAN, Senior Client Services Manager – 12 Years of Experience Raquel has successfully administered and directed the setup and operations of more than 250 accounts throughout the State of California. Bilingual in both English and Spanish, Raquel is responsible for providing all the reports for the CITY. Her main goal is to ensure the success of the programs through complete customer satisfaction. Raquel is the main point of contact for daily operation tasks and will assist on daily support. Raquel is also the point of contact for new services needed. Responsibilities include project management for software and content -based projects, managing client expectations, ensuring clients adhere to contracts, and training client users on system software as needed. Raquel’s aim is to enhance the experience that our clients receiv e through personal attention, by dedicating time and understanding to their unique needs. ALMA MOZO, Administrative Lead & Accounting Supervisor – 14 Years of Experience Alma is responsible for managing the accounting department staff and daily schedule. As supervisor, she is responsible for ensuring that deposits are prepared and ready to be couriered to our client’s banks daily. In addition, her department is responsible for preparing all invoices to go to our clients and reconciling the joint escrow bank accounts that Phoenix Group manages for our clients. Finally, Alma is responsible for reviewing all the reports that are available to our clients monthly. These reports reconcile deposited funds, including the Written/Deposited Reports, Payment Reports, and Refund Request reports. CATHY GARCIA, Permit Technical Specialist – 8 Years of Experience Directly responsible for online permit management, permit registration and fulfillment, billing and payments, and document specialist. On a daily basis, Cathy performs quality control for all aspects of the Online Permit Management System. She will ensure customer service is maintained at the highest level, directly working with CITY staff to improve content on all mailings, email, and communication, allowing for more effective public awareness and parking analysis for the CITY. BELEN CRISOSTOMO, Operations Supervisor – 9 Years of Experience Belen completes operations by developing schedules, assigning, and monitoring work, implementing productivity standards, resolving operations problems, and implementing new procedures. Belen accomplishes staff job results by conducting training, implementing policies, and procedures with staff and agencies. She provides quality service by enforcing superior customer service standards. Her key role is supervising compliance with the CITY business rules and California Vehicle Code. Daily operational assistance, including citation adjustments, Department of Motor Vehicle (DMV) access, and real-time DMV lookups. She also handles daily adjudication assistance, hearing officer scheduling, and first-level administrative review dispositions. Customer Service Representatives – 100+ Years of Combined Experience Our customer service representatives handle ongoing daily duties, including answering all incoming phone calls and providing resolutions to citizen inquiries. The customer service representatives are experts in permitting, billing, and citation appeals. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 7 of 50 ACTIVE CUSTOMERS Phoenix Group has proudly been awarded several contracts with different cities and agencies within the State of California. Below are three active customers located in the State of California listing the services provided and quantity of citations processe d. CITY SERVICES CITATIONS PROCESSED City of Del Mar Parking & Administrative Citation Processing, Collections, and Handheld Ticketing 30,000 Annually City of Oxnard Parking and Administrative Citation Processing, Collections, and False Alarm Management 30,000 Annually City of Lynwood Parking & Administrative Citation Processing, Collections, and Online Parking Permit Management 21,000 Annually 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 8 of 50 WORK PROGRAM It will be Phoenix Group’s responsibility to provide, install, and operate the Professional Services Citation Management Services Program based on a “Citation Management Solution” system (hereinafter referred to as the WINCITE system) and all other necessa ry equipment and services on a “software as a service” basis. Phoenix Group shall accurately convert all pertinent data downloaded from the CITY’s current processors databases to populate the WINCITE system. Effective interfaces shall ensure that all parti es share and benefit from the most current and accurate information. Phoenix Group uses a “client as partner” philosophy in implementing a customized parking management system for your agency. We do not use a “one -size-fits-all” or “cookie-cutter” approach. Our methodology begins with providing the agency with a specific team experienced in technical service, customer service, and accounting/contract compliance, led by a dedicated, primary account manager. • Phoenix Group has toll-free numbers for both technical support and client/customer service support. We have a Help Desk line, so our clients can reach us immediately and all their concerns can be addressed. • Phoenix Group has a Live Chat in real-time, accessible to the CITY through WINCITE. • Phoenix Group has a technical team of experienced experts; one of whom is dedicated solely to handheld programming, implementation, training, and field support. • Phoenix Group’s web-based support is very popular with our clients. It is conducted via Zoom ® and Microsoft Teams™. All sessions can be recorded for future reference. • Telephone and email technical support and troubleshooting assistance is available 24/7 for all hardware and software used by the CITY. • Phoenix Group prides itself on response times of less than one hour for telephone and email support. Phoenix Group does maintain backup equipment that may be immediately sent via FedEx to the CITY, if necessary. • Phoenix Group will provide free training for both handheld use and use of our parking management system, WINCITE. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 9 of 50 Our proprietary parking citation processing program, WINCITE, is a web -based application that allows full access to all citation data, communications with citizens, payments, and reports, as well as DMV, FTB, and collections interface via secure web browse r available 24/7. Remote access is provided to the CITY at no additional cost. The basic service includes database maintenance, daily systems backups, a toll-free phone number for the public, our Interactive Voice Response (IVR) System with customized recorded information and citation search capability, PAYMYCITE.com web -based Inquiry and Payment System for the public with customized content, customer service, client support, and training. The processing timelines are directed by the CITY. The following is provided as a guideline to reflect what to expect from a normal schedule or routine. The majority of all the scheduled events are custom for each agency. Phoenix Group welcomes any change in these timelines, which will enhance collection and streamline the process for the CITY. 1. Handwritten Citation Data Entry: All handwritten parking and administrative citations are entered and online within 24-48 hours of receipt. All electronic citation data from handheld ticket writers is updated immediately upon issuance via Wi-Fi or when uploaded via hard sync. WINCITE is programmed to not accept duplicate citation numbers. WINCITE will automatically append an alpha character to the end of the citation number, creating a unique number. All other citation data is captured under this unique number. 2. Registered Owner Information: The Department of Motor Vehicles is contacted for owner information on an hourly or minimally daily basis. 3. Notice of Delinquent Parking Violation: Delinquent notices are mailed daily. The delinquent notices are generated at 5:00 P.M. each evening and then prepared and mailed the following day. 4. Citation Payment and Disposition Updating: All payments and dispositions will be entered within 24-48 hours of receipt. All information will be immediately available upon entry. 5. DMV Registration Holds and Releases: DMV holds and releases are completed daily. 6. System Reports: Phoenix Group will supply the CITY with all reports required by the CITY within 7 days of the closing of each month. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 10 of 50 CITATION MANAGEMENT SYSTEM HANDWRITTEN CITATIONS Phoenix Group provides a complete solution for handwritten parking and administrative citations, which may be fully customizable to meet the CITY’s needs. Handwritten citations can be carbon -copied for duplicates for the offender, the officer, the CITY department, courts, and Phoenix Group. Our handwritten citations can come complete with ready-to -mail envelopes for easy collection of fines. DATA ENTRY FROM HANDWRITTEN CITATIONS All data entry is performed on site; no citation or payment data is provided to any third party for data entry. Phoenix Group procedures have been established to control and manage citation processing received at our headquarters. All hard copy citations r eceived by Phoenix Group are processed daily by our staff. Manual citations are verified that they are received, batched, and recorded into the database within 24-48 hours. The database system, WINCITE, gives edit capabilities to correcting dates, duplicate citations, violation codes, and fine amounts. Phoenix Groups’ system for filing and storing citations is easily retrievable for a minimum of five years. MOBILE PARKING ENFORCEMENT SOLUTIONS The WINCITE Mobile Pro™ enforcement system solutions provides both state -of-the art functionality in the form of a one-piece handheld and printer solution. The systems are flexible, powerful, elegant, and easy to use. Our mobile devices have Live Software Support to each device - our infrastructure is set up to allow us to interact remotely with each individual device. This is used for training and troubleshooting, even while in the field. Live, Always Connected Devices - Citation data is transferred to and from all handheld units to our server in real-time. The CITY and our call center will have immediate access to photos, maps, and citation information. No workstation computer is needed to sync or upload data. Public access through PAYMYCITE.com – Citations are available to the public immediately to pay or contest. Software upgrades with no user intervention – Software upgrades are done remotely to each individual unit by our support staff. WINCITE MOBILE PRO CITATION SOFTWARE The WINCITE Mobile Pro software was established to specifically work with WINCITE.net to provide quick and automated updating. The software for the handheld technology was designed to be menu - driven to help the ease of operation. In the event the officer i s unfamiliar with the options, he or she may scroll through the choices prior to making a decision. Prior to the officer issuing a citation, there is a setup verification to include the time, date, name, badge number, and default state abbreviation. ELECTRONIC CITATIONS Phoenix Group has over 30 years of experience in directly providing and supporting handheld enforcement devices and services for our clients. Phoenix Group will provide for automated import of electronic citations into WINCITE. Android handheld ticket writ ing data is sent immediately upon issuance via Wi-Fi to our processing system, WINCITE. Data can also be held for syncing at a later date or time. Phoenix Group will maintain and update scofflaw files (i.e., a “hot sheet”) daily. Current and historical vehicle information that expedites the towing and booting process or notification to officers of vehicles having five or more unpaid citations will be maintained. This is available in report format, as well as in real-time for immediate viewing on handheld de vices. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 11 of 50 Key Features of the WINCITE Mobile Pro Application: • Compatible with both Android® and iOS® mobile devices. • Real-time syncing and connectivity, allowing for timely access of citation information by the public, PHX, and CITY. • Lightweight and portable, but rugged to withstand weather and heavy-duty use. • Wi-Fi / Wireless and 5G Cellular Connectivity • High-resolution color photos, digital chalking, and heat-mapping. • License Plate Recognition integration. • Color camera. • Rechargeable. • Real-time permit lookup. • Auto-populate key fields: license plate, make, model, and color. • Repeat Offender Tracking • Real-time electronic tire chalking, synced across all devices in the field. • GPS coordinate tracking of issued tickets and enforcement officer routes. • Scofflaw and customized notifications. • Third-party integration with Pay Stations, LPR systems, and Pay-by-Phone systems. • Live remote software support 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 12 of 50 HANDHELD CITATION WRITING EQUIPMENT Phoenix Group uses mobile devices with either Android or iOS operating system for handheld citation writing. These devices pair well with a separate thermal printer for citation printing. HANDHELD CITATION PRINTING EQUIPMENT Phoenix Group recommends TSC® ALPHA-3R Portable Bluetooth Printers for citation printing: • An advanced processor and improved memory ensure a smooth operation every time. • 5.45” (9:18), 500nits, 1440x720 (HD+) Display. • Bigger display but keeps the same holding size. • Supports dual applications ran at the same time in one screen (5.0” 16:9 display vs 5.45”18:9 display). • 6-inch rugged Android terminal with a screen-to- body ratio of over 80%. • Advanced barcode engine to support DPM (optional), multi-reading, picklist, & OCR function. • Rugged, multi-touch capacitive touch panel, optically bonded for extra IP Rating: durability and better sunlight visibility. • Operation with wet resistance and gloves. • WWAN: 4G LTE (CAT4), increase 1.8M. • 2 bands (B17 & B28) with dual SIM slots ➤ WLAN:IEEE 802.11 a/b/g/n/ac/d/h/i/k/r/v, fast roaming, MIMO(2x2) • Battery with cover in one piece design. • 3.8V 4000mAh(TYP) or 3.8V 6000mAh (TYP) • Drop protection 1.8M with bumper, 1.5M w/o bumper • IP rating: IP67 • Rugged palm-size design: lightweight and portable. • IP54-rated protective case to resist dust and water. • Plastic design with rubber over-mold construction that withstands 1.5-m (5-ft) drop. • Wired & wireless communication interfaces: USB 2.0 - RS-232- Bluetooth and 802.11 b/g/n. • High-capacity 2500mAh rechargeable Li-ion batteries • Large paper capacity to reduce the frequency of changing paper roll. • High-speed processor and extensive memory for fast print speeds of up to 102 mm (4-in) per second • Lasts more than 12 hours of printing receipts on a single battery charge • Supports TSPL-EZ (EPL and ZPL emulations) or CPCL emulation. • 2-year warranty included free of charge. • Environmental all-weather protective case. Complete with versatile mounting options: belt system and cross-body strap included. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 13 of 50 ELECTRONIC CITATION PAPER Phoenix Group uses industry-leading products for durable and weather resistant parking citation paper. The citation paper will meet or exceed the specifications and requirements of the CITY. With custom printing capabilities, we can custom print your citations or ticketing materials with up to ten colors. Citations can be pre -printed to include identifying marks or wording, such as the CITY logo, seal, and payment directions, or they can incorporate sequential numbering and security features. The CITY will be confident that citations will resist discoloration and fading even when placed in direct sunlight and on the hot dashboard of a car. ELECTRONIC CITATION PHOTO CAPABILITIES All ticket writers are equipped with high -resolution cameras and our software will automatically attach photographs to the citation record upon syncing. The photographs are uploaded to the citation management database and easily retrievable and printed fro m any desktop (internet required). Photographs are electronically stamped with location, date, and time information. Additionally, an image of the original printed citation will also upload to WINCITE. REAL-TIME PERMIT LOOKUP. Permit information from the CITY can be integrated into the system and used during issuance for lookups and validation. The information from the permit data itself can be used to prepopulate fields including vehicle license plate, make, model, and color . Sample printed custom parking citation. The back of the printed parking citation includes a customized QR code, which allows citizens the ability to scan and access PAYMYCITE.com quickly and easily for payment or contest options. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 14 of 50 REAL-TIME DATA SHARING. All units can share citation data information between themselves, even if issued within minutes by another handheld. This is essential for agencies who have multiple enforcers working in the same area. EZ TICKET & STREET SWEEPING PROGRAM. The EZ Ticket Program was designed to add speed in the issuance of the citation. The similar fields are pre-entered to avoid additional selections by the officer. Through this type of programming, the citation can be input and printed in less than 25 secon ds. This will allow the officer enforce parking and leave the location quicker. A street sweeping enforcement detail is an excellent example of how this program can assist the officer with repeat fields, using the same street and enforcing the same violation. SCOFFLAW FILE IMPORT , EXPORT, AND V.I.P. ALERTS. The scofflaw and other types of notifications/lists are uploaded in real -time into the handhelds. The license number is checked against a table list to see if the vehicle has any special circumstances, such as tow or boot, do not cite, previously cited that same day, or previously warned. Units are capable of storing and displaying information, including a listing of habitual offenders, previously warned plates, and additional license plates with information pertaining to them. DIGITAL CHALKING. The Tire Marking Program was designed to include a time limit marking feature that will automatically record marked time once the officer inputs a license number and location. The locations and license plates can be easily selected from a searchable list that will show the elapsed time. This feature will provide the ability to track vehicle movement. The software allows tracking of vehicles by time, zone, location, or photograph. Chalk alerts and maps show expired vehicles and locations. The application will also allow the user to set the program to 'remember' previously selected locations in order to save time and effort. Marked times, elapsed times, and locations will automatical ly print if the officer elects to issue a citation. DIGITAL CHALKING WITH LPR. Rather than physically chalking each tire, LPR completes this process digitally, coining the term “digital tire chalking.” LPR also makes the enforcement process contactless, which is extremely fitting given the current environment. LPR technology allows e nforcement officers to track and monitor vehicles from their handheld or mobile device. Officers simply scan the license plate, which then logs the vehicle into a database for future reference. If the same license plate is scanne d more than once beyond the time limit, the officer will then be prompted to issue a violation to the offender. WARNINGS. An enforcement officer can issue warnings and tickets for different violations at the same time, resulting in more efficient enforcement. SPEED. The citation writing process is much faster using our mobile app than writing by hand. The ability to quickly select items from lists (e.g., vehicles, colors, violation codes, courts, streets, etc.), along with barcode reading of driver licenses, registrat ion cards, and vehicle VINs abbreviates the process substantially. FIELD-LEVEL VALIDATION. Many boxes (such as dates, times, violation codes, and other items) are checked for validity as the items are entered and are validated for accuracy and completeness before printing a citation. BARCODE READING. Drives licenses, vehicles, and many registration documents have barcoded information. The device camera or barcode reader is used to read the barcodes, and the electronic citation application translates that information into the appropriate sections. This increases speed and accuracy for entering violator and vehicle information. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 15 of 50 OFFICER NOTES. Pre-formatted notes are set up with checkboxes and lists for common note items like location, lanes, conditions, and violator behavior, among others. Sections for violator statements and officer freeform notes with speech-to-text provide everything needed to document the event. WIRELESS SYNCHRONIZATION. The mobile application uses a wireless ‘sync’ to transfer citations to the online system (and backend database). Devices can use Wi -Fi or SIM cards for syncing. On sync, the device configuration items are updated, cites are moved to the back end, ticket bo oks are refreshed, and a check is made for any new program updates. Syncing is accomplished in just a few seconds. The citations are immediately available in the system for the public or CITY to view. ELECTRONIC EXPORTS AND UPLOADS TO OTHER SYSTEM. Phoenix Group provides applications for exporting citations in a variety of formats to external systems, including courts, records management systems, document imaging, and analytics systems. HANDHELD LICENSE PLATE RECOGNITION TECHNOLOGY Phoenix Group’s license plate recognition (LPR) technology automates enforcement, lot utilization, and citation issuance. LPR is integrated into our mobile enforcement application, WINCITE Mobile Pro, which uses the device’s camera to read license plates i n order to increase efficiency in enforcement. With a direct connection to Phoenix Groups’ database, the camera automatically captures vehicles in violation based upon your custom rules and locations. There is no need to manually type in vehicle license pl ate, make, or color. Enforcement simply snaps a photograph, verifies the image, and the information is filled into the citation. PARKING METER INTEGRATION WITH LPR Phoenix Group’s systems can integrate with lPS parking meters to identify vehicles in violation of parking regulations and rules. Our integration can communicate seamlessly between IPS’s meters and WINCITE Mobile Pro e-citation writers to send information to parking enforcement officers. Parking enforcers can receive alerts of vehicles parked in violation of the rules and regulations on and off streets. LPR technology can integrate with third-party parking meters to provide a more efficient and convenient parking experience for customers. By integrating LPR with parking meters, businesses can automate the process of tracking and charging for parking, redu cing the need for manual enforcement, and allowing for real-time monitoring of parking usage. Additionally, LPR integration can enable businesses to offer customers the ability to pay for parking using their license plate number, eliminating the need for p hysical parking tickets or payment at a central kiosk. This integration can also provide valuable data on parking usage patterns, which can be used to optimize parking operations and increase revenue. Overall, LPR integration with third-party parking meters can provide a cost-effective and user-friendly solution for businesses looking to improve their parking operations. Given that the majority of parking violations issued in the CITY annually are either meter violations or exceeding time limits, which cover 85 parking meters and approximately 525 parking spaces, integrating LPR with the CITY’s current parking meters is essential. REMOTE ACCESS Remote access is available using only the internet and our WINCITE program to obtain full real -time information. Online inquiry is provided to the CITY via a webpage using a secure logon procedure. Each operator is set up in our system with a unique passwo rd for security and tracking purposes. Individual user authentication (user ID and password) with various degrees of security is in place and can be changed as necessary. Real-time access to all citation information including registered owner information, payment information, and administrative adjudication correspondence history, citation, and 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 16 of 50 adjudication images. Data entry and status screens are easy to follow and use. Onscreen help is available. Phoenix Group will provide immediate technical support during normal business hours for any communication or logon problems, as well as any issues regarding uploading, downloading, and transferring of files. WINCITE will allow for a CITY staff member to be an “administrator” that can change user access rights for other CITY staff members. • PHX’s online inquiry system allows access to the data management system by designated CITY employees. • The online inquiry system must provide real time access to all hearing information including citizen information, payment information, and administrative adjudication history. Access to the data is accessible by citation number, vehicle license plate number or VIN, or the registered owner name, and can provide: • All citation information. • Status of the citation, including due date(s). • DMV inquiry date, hold, and release information and dates. • Delinquent notice information, registered owner, due date, mailing date, and make of vehicle as provided by DMV. • Administrative review, hearing court appeals and dispositions information, • Payment information includes all dates and amounts, type of payment (cash, credit card, check, DMV, FTB). • Credit card information: last four digits of credit card, contact information, and expiration date of credit card. • Registered owner information, including the VIN and any additional names if previously owned and cited. The CITY will have the ability to enter remotely: • Voids with reason codes and notes/comments capability. • Dismissals with reason codes and notes/comments capability. • Letter data and ability to add custom notes or edit. • Extensions with extension date and notes capability. • Promissory notes with extension dates and notes capability. • Review and hearing updates, including notes or comments. • Review and hearing dispositions, including notes or comments. Login Screen 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 17 of 50 • Citation data corrections. • Phone notes (to be shared with the CITY and PHX). • License plate corrections. • Payments, including partial payments, non-sufficient funds, and refunds. • Violation changes. • View and reproduce a printed delinquent notice. • View and reproduce a printed letter (if generated by PHX). • Search all citations using the citation number, vehicle license plate or VIN, registered owner, and a Disabled Person Placard permit number (if applicable). CUSTOM LETTERS & RENEWAL LETTERS Custom letters may be generated for the CITY for various reasons. This may be added as an option and implemented or discontinued at any time. Our letters can be customized to fit the particular needs of the CITY. Such letters would be generated from WINCIT E. Example special letters for the CITY could be: • Review Result Letters. • Hearing Scheduling. • Hearing Result Letters. • Habitual Offender Warnings. • Citations Cleared Without Bail / Penalty by the DMV. • Drive Away Letters. • Warning of a DMV Hold Pending (Custom). • Bank Returned Checks and Credit Card Rejections. DISPOSITION OF CITATIONS Phoenix Group will not void or dismiss CITY citations unless notified in writing to do so by an authorized CITY employee. If required, Phoenix Group can void and/or dismiss based on written CITY guidelines. Phoenix Group’s WINCITE allows the CITY to void o r dismiss right into the system via internet access. Information is updated in real time to both Phoenix Group and the Department of Motor Vehicles. Access rights to data, including the ability to void and dismiss citations, is set up by Phoenix Group during the initial client implementation meeting. Since access to the system is by user and is password protected, all transactions are tracked by each i ndividual user. Reason codes are used for voids and dismissals. In addition, the CITY will be able to add custom comments or phone notes. Phoenix Group will provide a “Void/Dismissed by System” report when requested. However, WINCITE provides many reports that CITY staff can run at any time to better manage their parking program. CUSTOMER SERVICE Excellent customer service means going beyond meeting your customer's basic needs. It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 18 of 50 possible, so your customers are not merely satisfied, they are happy with your products and services. To set ourselves apart, Phoenix group incorporates The Four C’s: customer experience, conversation, content, and collaboration. Phoenix Group provides citizens with a unique toll -free telephone number accessible from anywhere in the United States and abroad. All of Phoenix Group’s Customer Service Representatives are fully bilingual in English and Spanish. Multilingual services are also available, including Korean, Vietnamese, Chinese (Mandarin and Cantonese), French, and Italian. Our service center is fully staffed during regular business hours, Monday through Friday, 8:00 A.M. to 5:00 P.M. Pacific Standard Time (excluding holidays) for inquiries or payments. We provide in-house training to all our customer service staff, allowing them to provide general information on each agency’s policies and procedures, with the ability to research information and respond accordingly. In addition, our staff is also trained to handle complaints professionally and provide information on all levels of the administrative adjudication process. CITY SUPPORT Phoenix Group provides all required software support, technical support, and all aspects of processing citations, including any changes to new Federal, State, and local legislation. Support is available Monday through Friday during normal business hours (8 A.M. to 5 P.M.). Ongoing support to the CITY for access and interface with permit and citation database, WINCITE, is also provided. Phoenix Group also provides technical and administrative support for mobile devices, including programming new officers, removal of old officers, changes to locations, and other administrative/technical settings relative to the use and function of the mobi le devices and system, including: • Free updates and upgrades for mobile device software. • Software License: updates, fixes, and security alerts for mobile devices. • Free 1-800 telephone support for initial training and ongoing questions for mobile devices. • Free access to our online chat, accessible Monday-Friday, 8 A.M. – 5 P.M. • Help with computer problems related to mobile devices. • Help with network issues related to mobile devices. • Bug reporting and correction. EXPERT TRANSITION SUPPORT. A dedicated project manager and management team will deliver training and support to ensure your implementation is as effortless as possible. STAFF SUPPORT. Phoenix Group provides in -house staff for all aspects of processing parking citations during normal business hours. All key contacts’ direct phone numbers and email addresses will be provided to the CITY’s contract administration and all designated CITY s taff. Initial onsite training at the CITY can be provided for all systems being used. Additional training is provided to the CITY as requested throughout the term of the contract. A toll-free number will be provided for support. TECHNICAL SUPPORT. Phoenix Group will provide CITY staff with telephone support Monday through Friday, between 8:00 A.M. and 5:00 P.M. Pacific Standard Time (excluding holidays). Our staff follows - up on client requests to ensure an effective solution is provided in a timely manner. With permission, we 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 19 of 50 can conduct remote support sessions to assist or train users when necessary. Support via email is also available during normal hours and monitored before and after hours and weekends by key personnel. Phoenix Group provides special customer service and technical support emails, which are viewed by operations to ensure requests are responded to efficiently. CUSTOMER CARE CALL CENTER Phoenix Group maintains high standards for each Customer Care Specialist. Our proprietary web -based call center application program monitors all interactions between citizens and our Customer Care Specialists. All calls may be recorded for quality assuranc e and all Customer Care Specialists are bilingual in English and Spanish. When considering a vendor, we STRONGLY suggest that the CITY experience the level of customer service firsthand. We encourage the CITY to verify our level of customer service by calling into our Customer Care Call Center. We GUARANTEE that our standards will surpass all our competitors. 95%+ SINGLE-CALL RESOLUTION. Customer service metrics are available to supervisors in real -time. Customer care supervisors are able to listen to live service calls and provide meaningful inputs if required, to ensure the customer service team is providing superior customer service. Audits are reviewed and become the basis for conducting training sessions to continually improve each Custo mer Care Specialist’s performance. COURTESY AND PROFESSIONALISM STANDARDS. Phoenix Group understands the CITY has high customer service expectations. Phoenix Group seeks the highest degree of professionalism and courtesy in our service representatives and provides extensive customer service training to each employee before they start taking live calls. IVR SYSTEM Our automated Interactive Voice Response (IVR) System provides real -time responses, in English and Spanish. Additional languages may be added at the request of the CITY to include Korean and Vietnamese. The system provides after-hours assistance to callers inquiring about citations, citation status, bill amount due, payment information, final date to contest a citation, and many other inquiries. The system is currently handling over 20,000 calls per month. The system also has the capability to increase lines as needed. Our IVR software was designed to provide our customers with a unique toll -free telephone number to allow our system to be customized for the CITY. Callers will be greeted by, “Welcome to the City of San Luis Obispo Citation Information Line.” Calls are typ ically handled within eight seconds of the initial ring. The software was designed to also recognize the type of violation in order to add additional information for equipment or registration sign -off citations. IVR phone scripts can easily be changed to p rovide any specific information the CITY wishes to provide. This could include, but is not limited to, the Franchise Tax Board intercept process, contesting instructions, and payment instructions. All major credit card issuers are accepted through the IVR system. The IVR system also automatically updates WINCITE with real-time payment information immediately. Our customer service department is accessible by multiple toll -free numbers. Should the caller choose to speak with a real person, they will be transferred immediately to one of our professional customer service representatives, all of whom are bilingual. All calls are recorded for quality assurance. Occasionally, Phoenix Group does need to conduct system maintenance or upgrade a feature. Should downtime be required, it will occur between midnight and 4 A.M. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 20 of 50 TELEPHONE SYSTEM To monitor call center customer service, reports will be provided as requested by AGENCY to include: • Total number of incoming calls. • Total number of calls processed. • Total number of calls handled by the IVR. • Total number of calls disconnected due to system failure or public hang -up. • Total number of busy calls. • Percentage of incoming calls completed. • Average wait time per call. • Average time per call, with high and low amounts. PHONE NOTES & RECORDINGS WINCITE will keep track of all calls through the use of the unique Phone Note. The phone call is entered into WINCITE and logged to the account. In the event the CITY requires any investigation into the phone call, call notes, call conversation, or the per sonnel who took the call, that information will be recorded within WINCITE. The CITY also has the ability to enter phone notes. This data is available for viewing by Phoenix Group personnel. AB503 COMPLIANCE Assembly Bill 503 requires an agency that processes notices of parking violations and notices of delinquent parking violations to proceed under specified options in order to collect an unpaid parking penalty, including filing an itemization of unpaid parki ng penalties and service fees with the Department of Motor Vehicles for collection with the registration of the vehicle. This bill authorizes a processing agency, or Phoenix Group, to proceed under specified options with regard to the option involving an itemization of penalties and fees. The bill authorizes Phoenix Group to file that itemization only after the CITY provides a payment plan option for indigent persons, as specified. Phoenix Group will provide notice of the payment plan, and the processes related to indigency determination in a specified manner. PAYMENT PLANS. WINCITE, Phoenix Group’s processing program, will monitor and maintain payment plans to completion. Standard notice templates will be sent to applicant (application incomplete, payment not received, plan cancellation warning, and plan completed). The CITY will have full access to payment plans with full detailed reports of all indigency application statuses. DEDICATED PHONE LINE. Phoenix Group will offer a dedicated AB503 inquiry line with access to a live operator during normal business hours (Monday – Friday, 8 A.M. to 5 P.M.). A custom automated message will be available during off hours. NOTICE REQUIREMENTS. Phoenix Group will ensure compliance is met with all appropriate information presented on citations and the website. Clear language will display on PAYMYCITE.com with how to request the determination and what it will involve. Phoenix Group will work with the CITY to fulfill notice requirements on citations, including displaying webpage link and phone number for more information on the program. ACCESSIBILITY COMPLIANCE Accessibility is the practice of making a website usable by as many people as possible. We traditionally think of this as being about people with disabilities, but the practice of making sites accessible also benefits other groups, such as those using mobi le devices or those with slow network connections. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 21 of 50 When it comes to Federal Law, Section 508 (ADA Section 508 Accessibility), companies may have been given clearer guidance by the U.S. Access Board, the federal Agency devoted to accessibility issues. In a final rule that came into force at the beginning of 2018, the U.S. Access Board decided the Web Content Accessibility Guidelines (WCAG) 2.0 of the World Wide Web Consortium (W3C) would be the standard by which organizations abide by the law. Most federal organizations are required to meet Level AA compliance laid out in the latest WCAG. The same applies to government-funded groups, or any company seeking to contract with the government in any substantial way. Our public-facing website, PAYMYCITE.com, showing accessibility compliance options. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 22 of 50 Phoenix Group Information Systems offers a solution that not only does so according to the standard, but also achieves a lot more than that with solutions to problems that arose from the field — from people with disabilities who use the product themselves — on a daily basis. Our systems achieve the following: 1. Provide an effective and real solution for people with different disabilities. 2. Meet international standards and laws (WCAG 2 - AA level, ADA Section 508, & EN 301549). 3. Offer the CITY a compliant application to assist in the prevention of possible litigation. The accessibility adjustments available on PAYMYCITE.com allow users with various disabilities to easily navigate the website. Users can select a variety of accessibility profiles, such as the Seizure Safe Profile, the Vision Impaired Profile, the ADHD-Friendly Profile, or the Blind Users profile, among many others. Furthermore, users can easily adjust content size, highlight titles and links, and adjust colors and contrast. WEBSITE LANGUAGE TRANSLATION Phoenix Group provides the capability for the PAYMYCITE.com website to have a translation option for uses in multiple languages. Accessibility Adjustments interface available on PAYMYCITE.com. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 23 of 50 DMV INTERFACE FOR R/O INFORMATION AND HOLDS REGISTERED OWNER NAME RETRIEVAL Phoenix Group has an online real-time interface with the California Department of Motor Vehicles (DMV) for vehicle registration owner data and DMV registration holds and releases. Phoenix Group will continually attempt to obtain registered owner information until achieved. • Registered Owner Retrieval – REAL-TIME REQUESTS • Validation of DMV vehicle make upon return of registered owner. • Daily holds and releases processing – average return in 30 minutes. • WINCITE allows release of registration holds upon CITY’s request, payment, and/or disposition of citation. • Phoenix Group will update and report monthly holds and payments made at the DMV. • Phoenix Group will track DMV “No Hit” List to ensure that vehicle license plates and state information have been correctly entered into the system. • DMV mismatch report and resolution features are available in WINCITE. REAL TIME DMV INQUIRY. Our system allows our users to access California registered owner information via license plate or VIN, with or without citation information attached at the time of inquiry. In addition, throughout the course of our relationship with the CITY, Phoenix Grou p has granted and provided free access to the CITY for all DMV inquiries. This is a service that no other vendor can accommodate free of charge. OUT -OF-STATE REGISTERED OWNER RETRIEVAL FROM STATE DMV Phoenix Group requests out-of-state license plate information automatically for all 50 states in connection with the National Law Enforcement Telecommunication System. Phoenix Group automatically retrieves registered owner information and updates citations in WINCITE. Upon receipt of name and address, notices are automatically generated. Phoenix Group will supply any state DMV forms required and assist the CITY with completion. Phoenix Group will make best efforts to pursue and collect all open citations outside the United States. Phoenix Group has the ability to maintain successful communications with the transportation ministries in both Canada and Mexico. CALIFORNIA DMV REGISTRATION HOLDS & RELEASES Phoenix Group processes DMV holds and releases daily; confirmation of holds/releases will be received on a daily basis. DMV records are accessible online with the capability to release registration holds upon the CITY’s request. Payments and holds made at the DMV will be tracked and reported monthly. Database is immediate updated with payment information from the DMV. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 24 of 50 ADJUDICATION SERVICES ONLINE CONTESTING CITATION TRACKING: PAPERLESS APPEALS Citations can be contested online without the use of paper forms using the online public portal PAYMYCITE.com. Through this portal: • A “Contest the Citation” button will display when viewing a citation but will not display if the timeline for contesting has expired. • The system will indicate if a citation has been dismissed, provide the date of dismissal, or if citation has already been contested. • Citizens receive an email confirmation and can view their contest form for up to 90 days after the decision has been rendered. • An automatic daily notification of all pending reviews is sent to the CITY. • The number of pending reviews is available to the CITY using WINCITE. • Photos may be included by the public (up to three photos) as part of the contest form and are available for viewing online by the CITY. • The CITY will have the ability to attach any PDF or image document to the citation, such as a meter report or copy of a placard. • The citizen receives a confirmation that their online contest has been accepted. • Phoenix Group will send the CITY an e -mail notification of a pending review. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 25 of 50 SAMPLE ONLINE CITATION CONTEST FORM 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 26 of 50 SAMPLE ADMINISTRATIVE REVIEW RESULTS NOTICE 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 27 of 50 ADMINISTRATIVE ADJUNCTION PROCESSING Phoenix Group meets all of the CITY requirements. WINCITE has the ability to track and provide historical data for the entire “life” of the citation. Citations which meet the guidelines as directed by California Vehicle Code Section 40215 are eligible for contesting. The CITY will have the option to customize how the review is established. There is no additional charge for the program. Mail -in requests are verified and updated within 48 hours and forwarded to the CITY. The documents are either scanned into WINCITE or date stamped and attached to the request. WINCITE has a notification of pending reviews. CITY staff and the adjudicator can simply log onto WINCITE, click the “review” button, and see all pending administrative reviews. The ability to view the citation appeal and documents supplied by the citizen are available. ONLINE HEARINGS Administrative hearings can be completed online or by mail. For the hearing request, citizens will post bail amounts as part of their request or apply for the waiver as applicable. Individuals submitting requests for hearings online will be able to select hearing dates and times. As an option, Phoenix Group will schedule the hearings once the violator has met all the established criteria for a hearing. The hearing may be scheduled as a phone, personal, or written declaration. The hearing officer will receive a “package” of the hear ings scheduled with the documentation provided by the violator. Optionally, the CITY or hearing examiner will be able to see all pending and past hearings scheduled by clicking the “hearing schedule” button. A full list of dates that have a calendar associ ation for them will appear. Clicking the date will display the calendar, including a list of unscheduled hearings. This will be data provided for upcoming hearings, unscheduled hearings, as well as completed hearing schedules. User interface of the administrative reviews within the WINCITE database. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 28 of 50 • PHX shall provide online tracking and correspondence for all administrative reviews. • PHX shall enter and maintain the database of all administrative reviews, showing the status of each request and ensuring results are received for each correspondence; results must be displayed online. • PHX’s proprietary database management system can be integrated with the CITY’s citation processing software. • PHX’s database management system must allow citizens to request an administrative review and administrative hearing online. • PHX’s database management system allows citizens to submit supporting documentation online for reviews and hearings, so no documents are required to be submitted via the United States Postal Service. • PHX shall receive and process all administrative review requests into the data management system within two business days from date of receipt. • PHX shall provide online inquiry capabilities for citations in the administrative review process. • PHX shall print and mail (by First-Class Mail® and certified) all administrative review result letters using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof. • PHX shall notify the CITY of citations that have been successfully dismissed through the review process and have had payments processed or are cancelled so the CITY can issue a refund. • PHX shall file and store all source documents for ease of retrieval for a minimum of two years. • PHX shall provide CITY staff with the ability to respond to telephone inquiries regarding how to contest a violation, determine outstanding penalty amounts or delinquent fees, and identify timeframes, and any other pertinent information in order to contest a citation. • PHX shall link the hearing tracking system to the citation processing software in real -time to obtain citation information, such as issue date, delinquent date, amount owed, and other citations open. • PHX shall ensure that the data management system is capable of recording data and comments for historical background, suspending action while appeals are under investigation, sort citations by type of violation, address and/or defense, record case decision s, generate letters, and use customized liability reason codes. The system will provide accountability and history for every citation within this process. Each occurrence of a suspended citation due to a review/hearing/trial, will be maintained with the status, date, and reason code for the outcome of each level. The t racking process is available for inquiry by the CITY online, reflecting the current stage of the citation. The tracking process will also indicate any previous administrative activity and provide complete historical information on the citation or license p late. The CITY will be provided with reason codes within the system to identify the disposition, track all the events, and finally identify the reason for the action. For example, if the status of a citation reflects through the administrative record that a hearing has been scheduled, the previous record would provide the details of the administrative review. The information will include, but not be limited to, dates, status, reason, and review personnel. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 29 of 50 Phoenix Group will maintain these records and allow the CITY access through online inquiry. The administrative record will retain the following information: • Level of Process – Review, Hearing, Trial de Novo. • Level of Disposition – Upheld or Dismissed. • Reason Code for Decision (includes custom code availability). • Date of Setup and Date of Determination. • Time. • Reactivation Date. • I.D. number for the Review Officer (police, hearing, staff personnel). • Comments. Phoenix Group accomplishes all the following: • PHX shall provide online tracking and correspondence for all administrative hearing requests. • PHX shall enter and maintain database of all administrative hearing requests, showing status of each request, ensuring a result is received for each correspondence; results must be displayed online. • PHX shall receive and process all administrative hearing requests, payments, and hardship requests into the data management system within two days for receipt. • PHX shall schedule administrative hearings online and forward a schedule to the CITY, viewable online for review. • PHX shall print and mail (via First-Class Mail and certified) customized administrative hearing notification letters using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof. • PHX shall respond to inquiries for the CITY and public regarding the date of the hearing, mailing date, location of the hearing, and directions to the hearing location. • PHX shall resend letters should location or date change, as necessary, using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof. • PHX shall mail letters regarding the results of administrative hearings using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof. • When a refund is appropriate, PHX shall provide information to the CITY so that CITY can issue the refund. • PHX shall provide a monthly report of review results by citation number and/or case number. • PHX has the ability to accept online payments. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 30 of 50 SAMPLE ADMINISTRATIVE HEARING REVIEW RESULTS NOTICE 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 31 of 50 Payment of the citation fine is required at the time of hearing entry. In the case of indigence, the system allows an override to accept the hearing request without payment of the fine. In -person hearings based on CITY specific dates and times are scheduled within the 90-day requirement pursuant to the California Vehicle Code. In-person hearing requests receive a hearing date and notification letter with detailed instructions for the scheduled hearing. If requested, one reschedule is allowed for the appella nt. A new hearing date notification letter is mailed with the new date and time once the hearing is rescheduled. The hearing examiner receives a packet containing a cover sheet and all documentation required for each hearing. The hearing examiner records the decision for each hearing. Phoenix Group then sends the hearing result letter out to the appellant. The Phoenix Group hearing result letter includes the reason the violator was found liable, the requirement based on AB 602 from January 2009. Hearing schedules are available online for CITY viewing. Reporting for the administrative hearing portion of the system includes a monthly report of hearing results by violation and a report of outstanding hearing requests. • WINCITE provides tracking and correspondence for all administrative hearing requests. • PHX maintains a database of all administrative hearing requests, showing the status of each request. The system is integrated with the parking citation system. • WINCITE provides an administrative review schedule location, viewable by all users. • PHX prints and mails (by First-Class Mail) customized hearing notification letters for the CITY. • PHX responds to inquiries for the CITY and the public regarding the date of hearing, mailing date, location of hearing, and directions to hearing location. • Letters regarding the results of administrative hearings will be mailed by PHX. • If a refund is due, a daily refund report will be provided, and CITY will process refunds. • PHX will provide a monthly report (Microsoft ® Excel® compatible) of review results by citation number, violation, or result. • CITY staff can simply log into WINCITE at any time, click the “review” button, and see the drop - down box of pending reviews, providing the ability to view the contest form and documents supplied by the citizen Sample image of a citation showing the “Request Hearing” button PAYMYCITE.com 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 32 of 50 REVENUE COLLECTION SERVICES REVENUE COLLECTION MANAGEMENT A varying percentage of customers each year do not pay the citation fines issued to them for violations. Phoenix Group would strongly recommend participation in the Franchise Tax Board’s (FTB) Interagency Intercept Program. This program collects unpaid cit ations by a method similar to that of a collection agency, through state tax refunds. While the program will not eliminate all outstanding citations, it will have significant impact on collecting unpaid citations. Participation in FTB’s program will drasti cally increase CITY revenue. In instances where recipients do not pay citations, additional letters of delinquency of payment are required. This effort requires added time to complete. By contracting services with Phoenix Group, the CITY will have a better opportunity to collect on pa st due citations for a nominal percentage of the collected amounts proposed in this agreement. Choosing Phoenix Group to perform this function is a cost-beneficial way to collect additional fines. THIRD PARTY COLLECTIONS FOR OUT-OF-STATE Phoenix Group partners with the Collection Bureau of America (CBA) to collect outstanding debt outside of California. The CBA is licensed in all fifty states and has over 100 years of experience in collecting an array of debt portfolios, including municipa l. CBA’s methodology and work approach to debt recovery is to treat all debtors with dignity and respect and to operate within the code of ethics provided by the American Collectors Association (ACA). The current trend in debt collection recovery is to ut ilize an empathy-based approach in working with the customer/debtor to achieve a mutually beneficial outcome for the customer and our client. The approach with collection technologies is to utilize our systems as a tool to improve our performance and add value to the collection cycle. CBA takes the time and effort to learn the nuances of the client portfolio to maximize recoveries and avoid using a “cookie-cutter” approach to collections. CBA works with each client to develop processes which work best for that client and do not force r igid guidelines on the clients. This is the key reason why CBA’s approach works, and the following will demonstrate how we tailor our recovery programs to the client’s portfolio to maximize recoveries while delivering world -class customer service. CBA uses all 30 collection representatives in the recovery of the CITY’s delinquent accounts. The collection representatives are the main drivers for success. Their tenure, experience, and training are what yields the best results for the CITY’s customers in delivering the best customer experience while being able to communicate effectively with the best tools used at the right cadence to maximize recoveries. NOTICE OF VIOLATION & CORRESPONDENCE PROCESSING The delinquent notice will be generated by Phoenix Group and include printing and sending daily, windowed envelopes, 8.5” X 11” semi-custom notices, and return insert envelope for payment. The notice will include the information contained within the citation (i.e., citation number, violation number, violation description, and location) and consequences for non -payment, including any additional information required by the code section. The no tice of violation is prepared in letter format with a remittance return portion for payment and return envelopes. The delinquent notice complies with the California Vehicle Code (CVC) handbook, and any requirements that may be established through legislation. Phoenix Group will send at least three (3) additional delinquency notices to the violator, subsequent to the issuance of the Courtesy Notice / Delinquent Notice as required by the CITY. The Delinquent Notice form complies with the specifics required by CVC Section 40207. All citation information is included on the notice, with the exception of any “non -public comments” 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 33 of 50 that may have been included on the citation. • The notice will be sent to the registered owner the DMV has on file at the time the citation was issued. • SECOND NOTICES – Second notices may be sent for citations that remain unpaid after the first notification. The prior notice will provide the time required by law to respond with payment or a request for an administrative review or hearing. The second notice would provid e the delinquent bail amount for the payment due and include any late fees. This is a program that the CITY may begin or discontinue at any time. • Mail in-state notices within 15 calendar days, no later than 21 calendar days after citation issuance. • Mail out-of-state notices within seven business days of receipt of registered owner information from other states. The time frames established by the CITY are based on the need to coordinate the due date with procedures for contesting the citation or payment instructions. This will assist with preventing overlapping time periods and may be adjusted at any time by the C ITY. The information captured from the citation will be included on the notice, which are: • Amount due for the violation issued. • Applicable late fees. • How to contest the citation. • Warning of intent to notify a third-party collection agency for non-compliance. CUSTOM VERBIAGE. A special message, such as payment or contesting procedures, which may be determined by the AGENCY, is available to change at any time or as needed. LEASING AND RENTAL AGENCIES. Rental agencies have 30 days to inform Phoenix Group with the name and address of the lessee or renter. Phoenix Group updates the name and address information and sends a second notice to the renter. SOLD / STOLEN VEHICLE UPDATES. If the affidavit of non-liability is returned and indicates that the registered owner has made a bona fide sale or transfer of the vehicle prior to the date of the alleged violation, Phoenix Group will update the new owner information and resend notices t o the registered owner at the time that the original citation was issued. For stolen vehicles, a copy of the police report will be requested from the violator and forwarded to the CITY for final decision. FAILED DELIVERY. All notices that are returned as “undelivered” are entered into the system. The notice process is required prior to DMV notification to place a registration hold. However, in the event the notice is returned with a change in address, the new address infor mation is entered into the system and another notice is mailed. Each entry is retained in the system for reference. This includes a notice undelivered with no change in address and a notice changed with a change in address with the date of the new notice mailed. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 34 of 50 SAMPLE DELINQUENT NOTICE 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 35 of 50 FRANCHISE TAX BOARD PROCESSING Citizens who still refuse to pay for their outstanding fines may have their fines sent to the State Controller’s office for annual intercept. The State will deduct any monies owed from the citizen’s tax refund or lottery winnings. While the program has not eliminated all outstanding citations, it has had a significant impact on collecting unpaid citations. Overall, the collection is significantly less than other vendors, allowing the CITY to maximize its cost recovery structure. Our Franchise Tax Board (FTB ) Offset Program complies with all requirements set forth by the California State Controller’s Office. Any result in refunds will be intercepted and revenue will be sent directly to the CITY. The FTB will send all intercepted funds and detailed reports dir ectly to the CITY. The CITY must provide a copy of the check and a copy of the detailed reports to Phoenix Group immediately, so we can update our system to show the accounts and citations as closed. Phoenix Group will notify the FTB of any interim payment s received on our end, so they can close the account in their system. • PHX will assist the CITY in completing the required annual Intent to Participate FTB form and assist the CITY with FTB and SWIFT account setup. • PHX will create a file of qualified accounts as per business rules. • PHX will send Notice of Intercept 30 days prior to filing at the FTB, as required by the FTB. • PHX will mail the pre-intercept notice to each registered owner, no multiple notices are required. • PHX will process the payments that are received from the pre -intercept payments. • PHX can retrieve Social Security Numbers. • PHX can process the payments and enter FTB intercept payments. • PHX will handle all calls from the public. • The public may also make payments with credit cards at PAYMYCITE.com • PHX will provide reporting for FTB notices mailed (pre -intercept warning letter), payments from notices (pre-intercept payments), and collected offset payment from the FTB. • PHX will send ongoing update files to FTB. • PHX will handle all citizen inquiries regarding the FTB process from initial notice through actual intercept and refund requests. • Monthly reconciliation of FTB payments. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 36 of 50 SAMPLE NOTICE OF PRE-INTERCEPT LETTER FOR F.T.B. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 37 of 50 ACCOUNTING PAYMENT AND DEPOSIT PROCESSING Daily, weekly, and monthly procedures have been established to control and manage payments received at Phoenix Group. All payments received by Phoenix Group are processed daily by our staff. Payments are entered into our system within one business day. The data entry of payments is performed online and verified at the time of entry to include source and type of payment made. All payments made via credit card are updated to WINCITE in real time. Phoenix Group meets PCI Compliance. A receipt is generated for all online transactions to citizens with an easily recognizable record of proof of payment. Mail is retrieved daily from Phoenix Group’s local post office box, to include payments, administrative review correspondence, and other documents. All incoming correspondence is sorted and batched by postmark date for payment posting and correspondence pr ocessing. Envelopes are kept on file with all correspondence. Payments are received by one of the following methods: • Payments by Telephone: o Phoenix Group customer service, Monday – Friday 8:00 A.M. – 5:00 P.M., using a credit card; all major credit cards are accepted. o Phoenix Group customized IVR – 24/7, using a credit card; all major credit cards are accepted. • Internet: Using a credit card; all major credit cards are accepted. • Mail-in Payments: Checks and money orders. • Pay-in-Person: At a location designated by the CITY. PARTIAL PAYMENTS. Phoenix Group accepts partial payments and will mail partial payment notices to those who do not pay in full, including any penalties the CITY may require. The notices include the amount paid and the remaining amount still due. Phoenix Group also complies with all requirements of Assembly Bill 503. BANK DEPOSITS. Phoenix Group will process payments and deposit funds directly to a bank account controlled by the CITY or as otherwise directed. Bank management services are available for shared accounts. Copies of the deposits and reconciliations are also available onl ine daily. All deposits are made within one business day. Daily online reports and deposit slips will clarify the bank deposits made for each issuing CITY. Email notification is sent daily to the CITY confirming all deposit information and includes a copy of the deposit slip. Online reports will provide daily record, payment detail, and summary. Credit card payments will be provided to the CITY monthly in the form of a check or bank transfer, complete with all supporting reporting and documentation for reconciliation. Credit Card Chargebacks: • Payment is reversed and the invoice is reopened. • Annotated details regarding payment information and related correspondence are entered into WINCITE. • Letter of Dispute regarding the charge is mailed to the credit card company. • Unpaid invoice letter is mailed to the citizen. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 38 of 50 • All paperwork is retained by Phoenix Group for later retrieval, if necessary. Bank-Returned Check / Non-Sufficient Funds: • Payment is reversed in the system. • NSF fee is automatically added without user intervention. • Letter is sent to the citizen automatically. CITATION RECONCILIATION Phoenix Group will process citations received from the CITY via hard copy or electronically created monthly citation reports. Monthly reports will include payment information, cancellations, dismissals, voids, corrections, and/or other relevant information pertaining to the citation(s) status for the CITY or otherwise as directed. Phoenix Group will not void or dismiss CITY citations unless notified in writing to do so by an authorized CITY employee. If required, Phoenix Group can void and/or dismiss citations based on written CITY guidelines. Phoenix Group’s WINCITE allows the CITY to void and dismiss right into the system (via internet access). Information will be updated in real -time to both Phoenix Group and the California Department of Motor Vehicles. Access rights to data, including the ability to void and dismiss citations, is set up by Phoenix Group during the initial client implementation meeting. Since access to the system is by user and is password protected, all transactions are tracked by individual user. Reason codes are used for voids and dismissals. In addition, the CITY will be able to add custom comments or phone notes. Phoenix Group will provide a “Void/Dismissed by System” report when requested. However, WINCITE provides many reports that the CITY staff can run at any time to better manage their parking program. DATA MANAGEMENT, REPORTING, AND STATISTICS REPORTING Phoenix Group provides a variety of reports that will support the needs of the CITY. Access to all reports is over the internet via our processing system, WINCITE. The reports are in a Portable Document Format (PDF) and only require Adobe® Reader for viewing, searching, and printing. Most reports can be saved in Excel format. In addition, an easy -to-use ad hoc reporting tool allows users to customize fields and export data to an Excel report and save the report format for further use. Report data is maintained on our servers for no less than two (2) years. We will respond via email, phone, fax, or in writing to any inquiries and/or requests for reports with in 24 hours at no cost. The CITY will have access to all monthly reports via the same web -based system it uses for citation processing, WINCITE. Reports are available by the seventh day of the following month and no later than the tenth day. All reports can be exported into Excel format. Additionally, WINCITE allows the user to create their own custom reports (ad hoc reporting) based on selected criteria, such as location or violation. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 39 of 50 SAMPLE OF PERMITS MONTHLY BILLING REPORT CUSTOMIZED REPORTING In response to a special request by the CITY, Phoenix Group customized its Daily Deposit Report to include filters and fields, such as violation description and violation amount to assist the CITY with their accounting procedures. PARTIAL LIST OF AVAILABLE REPORTS WINCITE REPORT REPORT No. Officer Summary and YTD Monthly Recap Reports 101, 102, 770 Non-Paid Disposition Report (Void Dismiss Report) 110D Citation Status Report 201B Age Citation Receivables Report 215 Monthly Billing Activity Report 220 Review Disposition Report 340 Review and Hearing Pending Reports 350, 370 Hearing Disposition Report 360 Billing Report 400A D.M.V. Reports: Collections, A.S.F., Cleared without Bail 401, 402, 403 Billing Report Details for Citations Issued and Notices Mailed 405, 406 Billing Report Detail for Special Letters Issued 407 Refund Report 430 Repeat Offender Report and Hot Sheet Reports 440, 660 Out-of-State Registration Owner 450 Out-of-State Revenue 470 Revenue Collection Detail Report 480A Phoenix Group is capable of producing a myriad of customized reports at the request of the CITY. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 40 of 50 PARKING PERMIT MANAGEMENT The parking permit management solution from Phoenix Group puts your entire parking permit network within reach from anywhere, at any time, with one powerful web -based system. With the Phoenix Group solution, permit seekers purchase and renew parking permit s entirely online. Your customers’ information updates in real-time, so you can be sure that you have constant access to the latest and most accurate information from any stage of the permit lifecycle including design, order status, and fulfillment. The proprietary Phoenix Group permit system simplifies your permitting operation with robust functionality. Unlimited permit types and rates can be created and managed with our easy -to-use system, allowing the capability to purchase, issue, track, and modi fy parking permits and includes the option for issuing temporary, guest, and daily parking permits. The program may be setup to meet custom specifics required by the CITY. Client access to the permit system is through a web -based system. Access to the permit program is achieved by using the Internet. This allows all CITY operators to access the system from any workstation. Each operator is set up in our system with a unique password for security and tracking purposes. Each operator would then be set up for permit access with a p assword at a specified security level, which is COMPLETELY customizable. It is possible for all the functions to be set as view -only. It is recommended that one user be set up as the system administrator, so the levels can be modified or set up to be a custom level. Phoenix Group provides a complete parking permit system. This includes, but is not limited to, website design and implementation, mailing notification letters, receiving, and processing applications by mail and online, ability to upload verification documents, and fulfilling permits. The system will be fully customizable, establish and adjust districts, include layout, controls on a variety of permit types, pull - down menus, requested reporting on all data with permitting system, and fee charges. SELL PERMITS ONLINE. Our permits solution makes it easy for your consumers to purchase and renew their permits online, thus eliminating administrative burden. • PHX will supply licenses for back-office staff to use the Online Permit Management Solution. • Ability to issue multiple parking permit types. • Print temporary permits while fulfillment is in process. • Ability to accept multiple types of payments and partial payments. • Issue daily permits online with printing capability and delivered via email. EMAIL NOTIFICATION. Once the permit purchase has been completed, a receipt email will automatically be generated and sent to the individual who has purchased the permit. This email will serve as a receipt of proof of purchase. A SEAMLESS PERMIT PROCESSING PLATFORM. ACCESSIBLE | Individuals can purchase permits online. INTUITIVE | Easy-to-use interface. SIMPLE | A single point of purchase and management. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 41 of 50 ROBUST | Reporting and permit management capabilities. CUSTOMIZABLE | Embed into any website. FLEXIBLE | Virtual permits and/or paper permits available. SECURE | PCI-TLS compliant payment gateway. EFFICIENT | Increase credit card payments and efficiently manage revenue. SYSTEM FEATURES: • Verification of uploaded documents and fulfillment can be carried out by PHX. • A fully customizable web-based system for the permit processing. • Allow customers to purchase their permits online. • Real-time reporting & permit analysis. • A secure logon for each CITY operator with specific capabilities. • An online option to purchase permits. The online permit purchase also includes a receipt for the permit purchase and an optional temporary permit (temporary expiration to be determined). • Name, address, phone, vehicle identification number, make, model, color, and year maintained in the database. • Automated email notifications including receipts and expiration and renewal reminders to keep your permit holders informed. • All historical data for each permit on the system. • A printing function gives the CITY the ability to print new temporary permits. • The ability for the CITY to waive fees for lost, damaged, or stolen permits. • An online ability for the public to purchase and print a daily permit. • Standard daily, weekly, and monthly statistical reporting, as well as ad hoc reports. • LPR integration on the handheld mobile ticket writing devices. • Provide customer with emails regarding permit status. • Issue permits as decals or hang tags, with multiple options available. • Secure login and access to permit information 24/7/365, with vehicle and permit data updated in real-time. • Fully integrated with the WINCITE Mobile Pro software for the handheld devices with LPR lookup. • Capability to have the option for residential permits to auto -renew. ONLINE PERMIT PURCHASING. Phoenix Group will establish a custom website for public use when purchasing a permit. The data is available in real-time with the highest level of security. All credit card payments are posted and updated to the system immediately. The Internet Web/Credi t Card Program is established and in a productive mode. Optionally, a convenience fee or a per -transaction fee may be charged to the public. The customer can make credit card payments over the phone with operator assistance. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 42 of 50 Phoenix Group’s proven web-based citizen self-service portal can be integrated with the CITY’s existing website, striving to create a safe, transparent, and risk -free environment to the community. The citizen portal is designed to make the permit application process easy and accurate. The application module is designed to capture all relevant citizen data proven to be necessary to support a successful permit purchase program through the use of pre -requisite fields. All data is presented to the citizen for review prior to submission. This process assures that all information submitted in the permit application is complete and accurate. EXAMPLE OF ONLINE PARKING PERMIT APPLICATION The online parking permit application webpage on PAYMYCITE.com is fully customizable. Phoenix Group will work with the CITY to create a unique permit purchasing page that meets the needs and requirements of the CITY. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 43 of 50 DIGITAL PARKING PERMITS Phoenix Group offers a paperless digital parking permit service that integrates seamlessly with WINCITE and the WINCITE Mobile Pro application for the ease and efficiency of enforcement. The digital parking permit management solution from Phoenix Group puts your entire parking permit netw ork within reach from anywhere, at any time, with one powerful web -based system. With the Phoenix Group solution, permit seekers purchase and renew parking permits entirely online. Your customers’ information updates in real-time, so you can be sure that you have constant access to the latest and most accurate information from any stage of the permit lifecycle including design, order status, and fulfillment. The proprietary Phoenix Group permit system simplifies your permitting operation with robust functionality. Unlimited permit types and rates can be created and managed with our easy -to-use system, allowing the capability to purchase, issue, track, and modi fy parking permits and includes the option for issuing temporary, guest, and daily parking permits. The program may be setup to meet custom specifics required by the CITY. The system allows residents and visitors to associate their digital parking permit with multiple vehicles; up to five can be associated. Client access to the permit system is through our web -based system. Access to the permit program is achieved by using the Internet. This allows all CITY operators to access the system from any workstation. Each operator is set up in our system with a uniqu e password for security and tracking purposes. Each operator would then be set up for permit access with a password at a specified security level, which is COMPLETELY customizable. It is possible for all the functions to be set as view -only. It is recommended that one user be set up as the system administrator, so the levels can be modified or set up to be a custom level. DIGITAL RESIDENTIAL PARKING PERMITS. All residential parking passes can be digital. This means that each resident or visitor can register their license plate through PAYMYCITE.com and their license plate will serve as their parking permit. This solution has the ability to integrate with patr ol vehicle LPRs that will go through and verify that all vehicles parked in permitted areas have a registered license plate within our system. Residents are able to register up to five separate license plates. Residents can access the PAYMYCITE.com to purchase their preferential digital parking permit. The permit link can be active only for residents with an active address for the permit that is on sale at that time. Parking permits can be made available in any form, including hang tags, virtual, or window decals. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 44 of 50 DATABASE BACK-UP AND OFF-SITE SECURITY SYSTEM DESIGN, SECURITY, & UPTIME Phoenix Group’s processing system, WINCITE, provides security measures that maintain citation and system confidentiality. WINCITE provides multiple levels of security settings from “read -only” to full ability to add and delete users. Security is based on t he “need-to-know” of the operator. The initial implementation plan includes determining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY’s administrator via WINCITE. Phoenix Group is totally cognizant that data security regarding citizen data is of paramount concern. To this end we have implemented the following back up and security provisions: WEB SECURITY AND CREDIT CARD PROCESSING. Phoenix Group meets all industry approved standards. Phoenix Group implements McAfee ® SECURE™ Certified Service. This site is tested and certified daily to pass the FBI/SANS Internet Security Test. The "live" McAfee SECURE seal appears only when a web site's security meets the highest security scanning standards of the United States government for Visa®, MasterCard®, American Express®, and Discover®. In addition, WINCITE.net is secured using VeriSign’s premier SSL en cryption. This means that the website can secure your private information using a VeriSign SSL Certificate. SYSTEM ACCESS REQUIREMENTS. Phoenix Group’s processing system provides security measures that maintain citation and system confidentiality. WINCITE provides multiple levels of security settings based on the “need -to-know” of the operator. The initial implementation plan includes dete rmining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY’s administrator via WINCITE. SYSTEM AND DOCUMENT STORAGE. Phoenix Group will retain all citations, regardless of status, in our company database system, unless other arrangements are made with the CITY. Phoenix Group will store original citations, hard copies of payment documentation and correspondence, and books and records for seven years. Citations that are in "closed" status with a last transaction on the citation being two years or older will be moved from our primary database to an archive database system, to which our clients and staff will still have access. The data can be returned to the CITY if requested. AUDITS. Upon the CITY’s request, Phoenix Group will hire an auditor to comply with California Vehicle Code Section 40200.3(b). The CITY shall pay the cost of the audit upon the written approval of cost. SYSTEM BACKUP AND DATA PROTECTION. Data is copied in timed increments to protect from data corruption and allows for a quick restore. Daily backups are performed seven days a week with a one -week backup stored off-site, as well as one month of data maintained on-site. The backup is maintained on external media. Backups: • Every 15 minutes: Database transaction backup. • Daily: Entire database backup. • Daily handheld (WINCITE Mobile Pro) database backups to Phoenix Group’s servers. • Monthly: On-site database backup. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 45 of 50 • Weekly: Off-site database backup. • Database clustering and automatic failover service for critical applications. Phoenix Group uses backup services to ensure quick recovery of vital information in the event of a loss. Off-site media vaulting services to meet the diverse needs of data centers, distributed offices, and remote sites. DISASTER RECOVERY. Phoenix Group can quickly handle any disaster recovery by restoring any of the services to another server in the event of failure. • Full and incremental backup processes. • Cluster database server environment. • Fail over and cloned server services. • Off-site backup maintenance. • Test servers for backup, restore, and data integrity testing. • Hot-swap replacement for key hardware components. • Advanced file serving services to provide replication and full redundancy of server files for catastrophic loss and replacement. SYSTEM SECURITY AND PASSWORD PROTECTION. Phoenix Group will maintain citation and system confidentiality by providing adequate security measures. Our programs provide for multiple and customizable levels of user privileges to ensure data access security. PCI Compliant. MCAFEE SECURE FOR WEBSITES. Hacker Safe is a third -party software service to secure a Safe Secure Certified Site. This service will test and certify daily that our security has passed the FBI/SANS Internet Security Test. SECURED PAYMENT PROCESSING GATEWAY. Phoenix Group uses a secured payment gateway for all debit and credit cards for all online transactions. The integration guarantees that payments are processed successfully at the same time, and no information regarding the credit card is kept in the system. Information such as the credit card numbers, amount, and customer name are encrypted and passed to the credit card processor, who then process the payment though the Visa / MasterCard network. All information is captured in real time and accounts are reconciled on an ongoing basis. All payments are made in compliance with PCI DSS. • Phoenix Group is in compliance with The Family Educational Rights and Privacy Act (FERPA). • Data is not shared with third parties. UPTIME / SLA. Since availability is the most commonly used key aspect of service -level agreements, Phoenix Group understands the importance of the target value for the system’s availability. We proudly achieve 99.9% uptime. A combination of local and cloud -based solutions allows for increased application availability. NETWORK INFRASTRUCTURE. Phoenix Group takes every measure and precaution to ensure that the data is managed and properly protected. We incorporate high -industry standard security with SHA256 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 46 of 50 data encryption for all our web servers and online systems. • 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 47 of 50 TRAINING AND INTEGRATION DETAILED IMPLEMENTATION Phoenix Group guarantees a seamless integration process which is carried out at NO COST TO THE CITY, IN TIME OR MONEY. The following timeline can be expected during continued service: • Assigned Project Manager – Claire Murphy • Perform Data Conversion • Negotiate and execute contract documents – CITY and PHX. • Maximum: Within one week of contract signing, Phoenix Group will work with the appropriate personnel at the CITY to confirm current business rules and logic. • Maximum: Within one week of contract signing, Phoenix Group will introduce experienced, task - oriented project managers to the CITY. We will schedule sufficient meetings with client personnel to accomplish the review and consultation on CITY business rules, processes, and procedures. This will include documentation and communication finalization. Perform key introductions to CITY staff for accounting, operations, data entry, and appeals. • Review bail schedule and penalty increments, officer list, location list, and copy of a manually written citations. • Provide a draft of an electronic citation to be used by the CITY’s handheld units, order handheld ticket stock upon approval. • Review available reports for month-end and invoice details. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 48 of 50 • Confirm Software Integration and Payment Processing Integration. • Confirm dedicated online transparent public portal setup for CITY: paymycite.com/SLO. • Training shall be conducted in several sessions on an as -needed basis. On-site training shall include both handheld mobile training and system training. • “WINCITE Mobile Pro: Enforcement Device Training Course” – This class is for parking enforcement officers. It is taught by our specialists from the Phoenix Group. Training may take between two to four hours. Learning how to issue parking citations on the newest Android handhelds is extremely easy. • WINCITE Training ensures that all users are proficient in the operation and navigation of the system. • Go Live – Transition to Phoenix Group complete – dedicated attention and follow-up to ensure total quality control of data and adherence to business rules. • On-going: Our proven implementation plan ensures that Phoenix Group is adhering to all CITY requirements. Our commitment to client service includes a specific “dedicated to the CITY” Phoenix Group team, who respond to the CITY inquiries and service requests in les s than one hour. Phoenix Group’s Help Desk and Online Chat assures immediate response. TASKS FUNCTIONALITY CITY PERSONNEL PERFORMS PHOENIX GROUP PERFORMS Data Entry of Manually Written Citations  Automated Electronic Transmission of Citations  Real-Time Automated Registered Owner Retrieval  Accept and process Payments for Citations   Generation, Printing, and Sending Notices  View Photos, Videos, and Voice Recordings of Citations in the Format in Which They Are Sent   Automated Bail Escalation  Automated Management of the FTB and Delinquent Process  Enter First-Level Dispositions  Send Adjudication Letters  Enter Notes to be Viewed by the CITY and Phoenix Group   Handle Customer Service, Including IVR and Live Bilingual Customer Service Lines  2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 49 of 50 TRAINING PLAN Training shall be conducted in several sessions and on an as-needed basis. Onsite training shall include both handheld mobile training and system training. Phoenix Group will provide free training of our proprietary WINCITE parking citation database management and processing system and WINCITE Mobile Pro for CITY staff. Both onsite and remote training will be provided free of charge. Remote training sessions can be digitally recorded and given to the CITY for future use and reference. Training is customized to meet the CITY’s require ments. HANDHELD DEVICE TRAINING. Using additional software to mirror the screen of one our Android handheld devices, we will conduct a live and detailed training to show each user how to use every aspect of our mobile enforcement application. A questions -and-answers session is held shortly after, to ensure all prospective users are comfortable and confident in using our equipment. Remote training is conducted via Zoom or Microsoft Teams with screen sharing, voice, and video conferencing capabilities. Sessions can be recorded for future training purposes. WINCITE TRAINING. Phoenix Group’s web-based parking enforcement citation management system, WINCITE, training. This class is held at the CITY but can be conducted remotely. Phoenix Group has conducted WINCITE classes for over 15 attendees at a time without any problems. Bas ed on the group, training on WINCITE takes approximately 1 -2 hours for users that are completely new to the system. WINCITE training ensures that all users are proficient in the operation and navigation of the system. WINCITE MOBILE PRO TRAINING. Our “WINCITE Mobile Pro: Enforcement Device Training Course” is for parking enforcement officers. It is taught by our specialists from the Phoenix Group. Training may take between two to four hours. Learning how to issue citations on the newest Android handhelds is extremely easy. We also provide in-house training to all our customer service staff, allowing them to provide general information on each CITY’s policies and procedures with the ability to research information and respond accordingly. TECHNICAL INTEGRATIONS Your operation requires technology solutions that work well together. We understand the importance of successful integrations and our experienced team will work with you to connect Phoenix Group solutions with the other technologies that power your operation. You can use our numerous APIs for real -time integration with your systems or schedule batch -file transfers to run unattended. The Phoenix Group permit management system integrates with popular enterprise and accounting systems, records management systems, and license plate recognition systems. Integration can be customized based on the CITY’s needs. The following integrations were recently achieved at Phoenix Group: • Genetec, Inc. Solutions • Genetec AutoVu License Plate Recognition • VenTek International • Route 1, Inc. • SOMA Global • Sun Ridge Systems • Vigilant Solutions 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 50 of 50 OTHER SERVICES FALSE ALARM MANAGEMENT SYSTEM SERVICES Phoenix Group offers a False Alarm Management System (FAMS) service as a proven, fully comprehensive, state-of-the-art web-based application that reduces the responses to false alarms, but also reduces the total amount of alarm calls the CITY receives. FAMS Services focuses on a detailed and concise process to generate letters and invoices to residences and businesses in real -time. Residents and businesses can login, register online, check the account activity, and pay fines, including renewals online – all in real-time. FAMS Services will enhance the ability of your police and fire departments to provide superior citizen service in the administration of the alarm management program. Having processed for over 250 California agencies, we are very familiar with the necessity of integration with an agency’s computer-aided dispatch and records management systems and could offer a seamless and rapid integration. Phoenix Group offers a superior level of customer service and support. In our corporate headquarters in Santa Ana, we offer in-house bilingual customer service that will ensure a dignified and respectful treatment of the CITY’s patrons. CODE ENFORCEMENT ADMINISTRATIVE CITATION PROCESSING Phoenix Group’s WINCITE Administrative Citation Enforcement (ACE ™) solution provides state -of-the- art functionality in the form of a two -piece system with a paired smartphone and mobile printer. The application can be ran on either Android ® or iOS® with water-resistant smartphones with 5G technology. Data plans are available through all major carriers, as well as Wi-Fi, to provide the best coverage for the CITY. Phoenix Group provides full services to process and track administrative citations and p erform services related to the collection of current and past-due citations. Administrative citations may be issued by Beach Patrol Officers, Lifeguards, Animal Service Officers, Community Service Officers, Police Officers, Code Enforcement Officers, Park Rangers, Tax Collectors, Environmental Services Specialists, and even Fire Department Code Enforcement Officers. SMARTCITE MOVING CITATIONS & COLLISION REPORTS Introducing Phoenix Group’s newest module, SmartCite™, the innovative application transforming the way law enforcement handles moving violation citations and traffic collision reports. Designed with the latest Judicial Council of California TR-130 standard form, SmartCite streamlines the citation process by allowing officers to select a default courthouse and easily scan driver license barcodes. With advanced license plate recognition and the ability to identify vehicle make and model through logos, accurac y and efficiency are at your fingertips. The SmartCite GeoCoder ™ simplifies location calculations, ensuring precise reporting. Rebuilt from the ground up based on valuable feedback from patrol officers, SmartCite enhances user experience while prioritizing security with end -to -end encryption and full compliance with California Department of Justice Criminal Justice Information System standards. Plus, it seamlessly integrates the ability to complete CHP 555 Traffic Crash Reports, meeting all requirements out lined by the California Highway Patrol's Traffic Crash Manual. 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 51 of 50 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 52 of 50 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 53 of 50 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 54 of 50 2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of San Luis Obispo RFP# 2410-001 Copyright © 2024 Phoenix Group Information Systems. All rights reserved. Page 55 of 50 Pricing Workbook Instructions San Luis Obispo Citations and Permit Management System RFP General For submittal, save the Pricing Workbook as a Microsoft Excel file with the name "Pricing Workbork_SLOCPMS_[vendor name]". Submit as a separate file with the other proposal document. Input details and pricing in the yellow highlighted cells. If there is no input or price, place "0" or "n/a" in the cell. Input any notes or assumptions the Contractor prefers the City to be aware of in the "Notes and Assumptions" section of each tab. Specified quantities are for pricing comparisons only and are not a commitment or guarantee of the City. Contractor is responsible for any errors or omissions on their Pricing Workbook submission. All prices should be in US dollars. The Pricing Workbook must incorporate all costs associated with delivering the required Scope of this RFP. CMS No additional Instructions. Issuance No additional Instructions. Telephone If applicable, Contractor may describe any associated fees required beyond the listed items. PMS No additional Instructions. Optionals Services Contractor shall describe any value add, optional, or enhanced services that are available to the City . This tab is not to be used to itemize any costs or fees for services required in the Scope of this RFP. Contractor must input a description (item), quantity, unit of measure and price for each Service offered. Citations Management System Proposer: Required - Citations Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Citation (handheld issued)40000 0.40$ 16,000.00$ 80,000.00$ Per Warning Notice ($0 value) (handheld issued)3500 -$ -$ -$ Per Citation (mannually issued and entered)1200 0.60$ 720.00$ 3,600.00$ Registered Owner Aqusition (in state)41000 -$ -$ -$ Registered Owner Aqusition (out of state)2500 0.35$ 875.00$ 4,375.00$ Required - Noticing 66,535.00$ Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Notice/Correspondence 20000 0.50$ 10,000.00$ 50,000.00$ Postage per Notice/Correspondence 20000 0.73$ 14,600.00$ 73,000.00$ Required - Payments Item Quantity Price per Unit Esimated Annual Total Esimated Annual Total Per Mail-in Payment 8000 0.30$ 2,400.00$ 12,000.00$ Per Bank Card Payment (online or telephone)24000 -$ -$ -$ Required - Licensing Item Quantity Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 10,000.00$ 10,000.00$ 50,000.00$ Monthly System Licensing 12 995.00$ 11,940.00$ 59,700.00$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 -$ -$ Project Management 1 -$ -$ Training 1 -$ -$ Required - Deliqunet Collections Item Value Percentage Esimated Annual Total Esimated 5 Year Total Deliquent Collection 975,000.00$ 15%146,250.00$ 731,250.00$ Pricing Assumption and Notes Date: 11/03/2024 Line #13: First-Class Mail rates apply. All postal increases will be in writing. Line #17: Bank Card Payments (online or telephone) are charged to violator. There is NO COST to the CITY. Line #29: Delinquent Collections are only charged on actual monies collected. Phoenix Group Information Systems Proposer Name: Phoenix Group Information Systems Authorized Signature: ____________________________________ Printed Name: Robert Murphy San Luis Obispo Citations and Permit Management System RFP Citations Issuance Hardware & Software Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Hardware Item Quantity Per Unit Price Esimated Annual Total Handheld Device (separate device)13 TBD #VALUE! Printer (desparate device)13 880.00$ 11,440.00$ All-in-One Device (printer and handheld)13 N/A #VALUE! Charger 13 N/A #VALUE! Spare Battery 13 N/A #VALUE! Required - Hardware Warranty Item Quantity Annual Price Esimated Annual Total Esimated 4 Year Total Handheld Device (separate device)13 N/A #VALUE!#VALUE! Printer (desparate device)13 N/A #VALUE!#VALUE! All-in-One Device (printer and handheld)13 N/A #VALUE!#VALUE! Required - Licensing Item Quantity Per Unit Price # of Devices Esimated Annual Total Esimated 5 Year Total Annual System Licensing (including cellular connection)1 995.00$ 13 12,935.00$ 64,675.00$ Monthly System Licensing (including cellular connection)12 60.00$ 13 9,360.00$ 46,800.00$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 N/A #VALUE! Project Management 1 N/A #VALUE! Training 1 N/A #VALUE! Pricing Assumption and Notes Date: 11/03/2024 Phoenix Group Information Systems Line #5: Handheld device costs are dependant upon devices purchased or if devices are already owned by the CITY. Cost depends on Android or iPhone preference. Lines #12 & # 13: Warranty is included with device and printer costs - 2-year limited warranty. Proposer Name: Phoenix Group Information Systems Authorized Signature: ____________________________________ Printed Name: Robert Murphy Telephone Service Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Telephone Services Item Quantity Unit of Measure Per Unit Price Esimated Annual Total Esimated 5 Year Total Included 0 -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ -$ Required - Licensing Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 -$ -$ -$ Monthly System Licensing 12 -$ -$ -$ Required -Implementation Services Item Quantity 0 Total System Set Up & Implementation 1 -$ -$ Project Management 1 -$ -$ Training 1 -$ -$ Pricing Assumption and Notes Date: 11/03/2024 Phoenix Group Information Systems All phone services and customer service are included at no additional charge to the CITY. Customer Service includes: ✓ PHX provides a live, bilingual, on-site Customer Service Department that is fully trained to answer questions related to citation issuance, payment, adjudication, FTB, and collections. ✓ All calls are recorded for quality assurance and recordings can be sent to the CITY at any time for review. ✓ PHX’s IVR is bilingual and accessible via several toll-free numbers; the IVR provides real-time information to the caller regarding current status, including the amount due. ✓ The IVR accepts VISA, MasterCard, Discover, and American Express. ✓ All calls are recorded for quality assurance and recordings can be sent to the CITY at any time for review. ✓ PHX’s IVR is bilingual and accessible via several toll-free numbers; the IVR provides real-time information to the caller regarding current status, including the amount due. ✓ The IVR accepts VISA, MasterCard, Discover, and American Express. Proposer Name: Phoenix Group Information Systems Authorized Signature: ____________________________________ Printed Name: Robert Murphy Permit Management System Proposer: San Luis Obispo Citations and Permit Management System RFP Required - Permit Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Per Permit Issued 3000 3.75$ 11250 56,250.00$ Required - Licensing Item Quantity Per Unit Price Esimated Annual Total Esimated 5 Year Total Annual System Licensing 1 -$ -$ -$ Monthly System Licensing 12 695.00$ 8,340.00$ 41,700.00$ Required - Implementation Services Item Quantity One Time Price Total System Set Up & Implementation 1 9,500.00$ 9,500.00$ Project Management 1 -$ #VALUE! Training 1 -$ #VALUE! Pricing Assumption and Notes Date: 11/03/2024 Phoenix Group Information Systems Line #5: $3.75 per permit includes temporary permit printout, fulfillment letter, document verification, and postage. Proposer Name: Phoenix Group Information Systems Authorized Signature: ____________________________________ Printed Name: Robert Murphy Optional Services Pricing Proposer: San Luis Obispo Citations and Permit Management System RFP Optional - CMS Item Quantity Unit of Measure Price TotalWeb Presence: Services for the above-mentioned item include: ✓ PHX Solution is 100% web-based: paymycite.com/SLO; this is a custom website for the CITY for complete transparency. This website allows for the CITY and the CITY’s customers to access citations online. ✓ PCI complaint with a TLS1.2 encryption level. McAfee® Secure™, Trustwave®. ✓ Web Content Accessibility Compliance: WCAG20- 20081211/ Level AA, Section 508.1 Annual -$ -$ • DMV Lookups: Free of Charge • DMV Hold: Free of Charge • DMV Releases: Free of Charge Cost recovery, systematically added as an administrative fee to the violator to cover collection costs for the CITY: • Example: DMV: $3.00. • Example: FTB: 15% for parking and administrative citations.1 Annual -$ -$ -$ -$ Optional - PMS Item Quantity Unit of Measure Price Total Virtual Parking Permits / Residental or Guest Permit 3,000 per permit 1.00$ 3,000.00$ -$ -$ -$ -$ -$ Optional - Other Services Phoenix Group Information Systems Item Quantity Unit of Measure Price Total SmartCite Package: eCitation and eCollision: Moving Citation & Parking Citations; Traffic Collision - iOS Based.1 Annual 20,000.00$ 20,000.00$ False Alarm Management System - Recoup costs for responding to false alarms. $395 annual fee plus 25% of all revenue collected.1 Annual 395.00$ 395.00$ Pricing Assumption and Notes Date: 11/03/2024 Proposer Name: Phoenix Group Information Systems Authorized Signature: ____________________________________ Printed Name: Robert Murphy San Luis Obispo Citations and Permit Management System RFP Response Description Comply The solution can meet the requirement. Provide no additional comments. Comply with Modifications The solution can meet with the requirement with modification or through a different methodology. Provide an explanation in the comment field. Cannot Comply The solution cannot meet the requirement. Provide no additional comments. Response Options Technical Compliance Matrix General For submittal, save the Technical Compliance Matrix (TCM) as a Microsoft Excel file with the name "TCM_SLOCPMS_[vendor name]". Submit as a separate file with the other proposal document. Review each requirement and select a response. Any requirement without a response will be considered "Cannot Comply". Enter a comment only in the case "Comply with Modifications". No other comments will be reviewed the City. The City intends for each requirement in the TCM to be identical to the RFP Scope of Work Requirements. Should any deviation be discovered, please contact the City. Proposer:Phoenix Group Information Systems RFP Ref #Section Description Requirement Number and Description Response Comments 1.1 Contractor Minimum Requirements Contractor shall have five years’ experience processing parking citations, with a total volume of more than 10,000 citations processed annually, providing management support systems, collections of delinquent citations, and coordinating activities with the California Department of Motor Vehicles. Comply 1.2 Contractor Minimum Requirements Contactor shall have three years’experience providing call center customer service in a municipal or university parking environment, assisting customers with call-in issues (including providing information on parking permits and/or citations and providing guidance on appeal/adjudication processes). Comply 1.3 Contractor Minimum Requirements Contractor shall have three years’experience providing mail-in processing in a municipal or university parking environment (including processing payments, establishing payment plans, and processing submitted appeals). Comply 1.4 Contractor Minimum Requirements Contractor shall have five years’ experience processing parking permits, with a total volume of more than 500 permits processed annually, providing management support systems, permit application and payment processing, and fulfillment of digital and/or physical permits. Comply 1.5 Contractor Minimum Requirements Contractor shall have a minimum of 10 active clients located in the United States of America utilizing the proposed permit solution. Comply 1.6 Contractor Minimum Requirements Contractor shall have legally operated in the United States of America for a minimum of five years.Comply 1.7 Contractor Minimum Requirements Contractor’s proposal and pricing will be valid for at least 180 days from submittal.Comply 2.1 CMS - Key Requirements Sandbox/test environment available prior to award and ongoing for pre-release testing.Comply 2.1.1 CMS - Key Requirements Contractor shall provide a comprehensive web-based software solution that integrates citation related data, vehicle registered owner data, and complete records of all processing status and public contacts by phone or mail and is accessible to both the Contractor and the City staff. Comply 2.1.2 CMS - Key Requirements CMS shall allow for full customization to theCity specific Business Rulesdetermined during the Design Review process.The Citymay change the BusinessRules at its solediscretion which will be implemented by the Contractor within five business days. Comply 2.1.3 CMS - Key Requirements CMS shall transfer citation data and photos from enforcement devices to the CMS software in real time and allow motorist to immediately pay a citation via all available payment channels. Comply 2.1.4 CMS - Key Requirements CMS shall allow the creation of a temporary citation record in the situation where a motorist attempts to pay or contest a citation, but the citation has not yet been uploaded. Once the citationdatafromthehandheldhasbeenuploaded, thedata fromthe temporarycitation willbe merged into the uploaded data and the temporary citation will be discarded. Comply 2.1.5 CMS - Key Requirements Contractor and CMS shall file and store citations in an easily retrievable format for the City and State required timeframe. Comply 2.1.6 CMS - Key Requirements Allow for scofflaw and/or hot-list management to be integrated into the CMS and Enforcement Issuance software.Comply 2.1.7 CMS - Key Requirements Contractor shall maintain real-time access to motor vehicle registries in California.Comply 2.1.8 CMS - Key Requirements Contractor shall allow for access to other states and international registries to obtain registered owner information.Comply 2.1.9 CMS - Key Requirements Contractor will be responsible for all fees associated with obtaining registered owner information. Comply 2.1.10 CMS - Key Requirements CMS to provide a process and reporting for the City to validate DMV vehicle makes upon return of registered owner information from DMV to ensure proper make of vehicle issued citation. Comply 2.1.11 CMS - Key Requirements CMS to provide a process and reporting for the City to review DMV No Hit lists to ensure that license plate and state have been entered correctly.Comply 2.1.12 CMS - Key Requirements CMS to provide a process and reporting for the City to review duplicate citations and correct dates, violation codes, and fine amounts. Comply 2.1.13 CMS - Key Requirements CMS shall provide functionality to manage rental car agency and fleet programs including the following:Comply 2.1.13.1 CMS - Key Requirements Store and track car rental agency and fleet vehicle reports of responsible billing parties from parking citations.Comply 2.1.13.2 CMS - Key Requirements Enrollment and maintenance of existing fleet accounts,including enrollment date,contact information, date of termination, enrolled vehicles, etc.Comply 2.1.13.3 CMS - Key Requirements Electronic invoicing and payment tracking. Comply 2.1.14 CMS - Key Requirements CMS shall generate all notices and correspondence to be mailed based on the City’s Business Rules. Comply 2.1.15 CMS - Key Requirements CMS shall generate all notices and correspondence by batch or individually. Comply 2.1.16 CMS - Key Requirements CMS shall allow entry of returned mail details and scanned copies of the returned items.Comply 2.1.17 CMS - Key Requirements Contractor to provide an IVR service for phone payments.Comply 2.1.18 CMS - Key Requirements Contractor to facilitate a robust Delinquent Collections Program.Comply 2.1.19 CMS - Key Requirements Contractor shall import citation records issued prior to the execution of the contract at the City’s instruction. Comply 2.1.20 CMS - Key Requirements CMS shall allow for assigning permissions to access certain features based on user ID including limitations on the ability to correct dates, duplicate citations, violation codes, fine amounts, and suspension/dismissal codes. Comply 2.1.21 CMS - Key Requirements CMS shall allow for customizable suspension,dismissal,and void codes/reasons.All codes shall have automation capabilities, allowing for the application and removal based on specific Business Rules dictated by the City. Comply 2.1.22 CMS - Key Requirements CMS shall allow a record for citation voided in the field by an enforcement officer.Comply 2.1.23 CMS - Key Requirements CMS shall allow for automation of invoicing,late fees,appeals,and collections with scheduler function.Comply Technical Compliance Matrix San Luis Obispo Citations and Permit Management System RFP RFP Ref #Section Description Requirement Number and Description Response Comments 2.1.24 CMS - Key Requirements CMS shall store and track previous and current owner information when a transfer of vehicle ownership has occurred by clearly notating in the account with changes, not limited to the source, old address, new address, date of owner transfer, etc. Comply 2.1.25 CMS - Key Requirements CMS shall allow the maintenance and updating of a confidential vehicle database for exemptions authorized by the City linked to the parking enforcement handheld units.Comply 2.1.26 CMS - Key Requirements CMS to allow for the processing and recording of refunds and reversals.Comply 2.1.27 CMS - Key Requirements CMS shall provide full audit trail information for every processing transaction must be captured and retained for each citation until the related citation is purged from the system per the policies established by the City. All processing activities will be subjected to a detailed audit by the City. Comply 2.1.28 CMS - Key Requirements Contractor technical support available via phone and email.Comply 3.1 CMS Software Requirements Entry of manually issued citations. Comply 3.2 CMS Software Requirements Query for citation data by any input field,including,but not limited to date,citation number, license plate number, name and address of registered owner and responsible party, citation location, enforcement officer, and VIN. Comply 3.3 CMS Software Requirements Access in an online, real-time mode at a minimum, but not limited to, the following:Comply 3.3.1 CMS Software Requirements Summary Citation Data:citation number,state and license plate,parking meter number (if applicable), violation code with description, issue date and time, location, amount due, and current processing status. Comply 3.3.2 CMS Software Requirements An electronic copy of the citation issued by the wireless electronic ticket writer.Comply 3.3.3 CMS Software Requirements Issuing enforcing officer information.Comply 3.3.4 CMS Software Requirements Vehicle Data:vehicle make/model,vehicle color,vehicle type,registered owner name,address as provided by DMV, and the effective date of vehicle ownership.Comply 3.3.5 CMS Software Requirements Financial Data: the original fine amount plus any penalties or fees that have been added, such as a late payment penalty that includes the amount and exact date that the late payment penalty was imposed, returned check fee, or fee for obtaining a copy of a citation. Comply 3.3.6 CMS Software Requirements Mail Data:the mail date,description,and copy of all notices or correspondence generated for the record as well as returned mail. Comply 3.3.7 CMS Software Requirements Processing Data:the processing batch date and number (if appliable),digital imaging index (if applicable), the date on which the citation was updated to the CMS, the date registered owner information was requested and received from the vehicle registry, and the date that a registrationholdwasplaced,confirmed,andreleasedat theCA DMV.Each fieldmust beclearly delineated and marked. Comply 3.3.8 CMS Software Requirements RegistryData:the vehiclemake asrecorded by the DMV, the dateon which ownership data was recorded, and dates that indicate returned mail or registration non-renewal. Comply 3.3.9 CMS Software Requirements Adjudication Data: for administrative adjudication hearings, the date, time, office location, and disposition for in-person, telephone, video, and written declaration hearings for citations.Comply 3.3.10 CMS Software Requirements Suspend and Dismiss Data:the date and time a temporary suspension is applied that stops normal processing, the ID of the person processing the suspension,the typeof suspension, and the date the suspension will be removed. Comply 3.3.11 CMS Software Requirements Correspondence Data:an imaged copy of all related correspondence as well as the date,time, code, and sufficiently detailed and readable description of all correspondence mailed relating to a citation along with the address used. Comply 3.3.12 CMS Software Requirements Returned Mail Data:the date that any notice or correspondence was returned by the United States Postal Service as undeliverable. This shall include the address or addresses used. Multiple entries should be kept and used for skip-tracing efforts. Comply 3.3.13 CMS Software Requirements Payment Data: payment date, payment type, payment source, amount, method of payment, payment batch number, and a copy of the check with appropriate security measures.Comply 3.4 CMS Software Requirements Pay or dismiss citations on one or multiple plates in one transaction. Comply 3.5 CMS Software Requirements Add notes to citations and plates. Comply 3.6 CMS Software Requirements Attach documents to citation records.Comply 3.7 CMS Software Requirements Place citations on hold to suspend penalty and notice activity. Comply 3.8 CMS Software Requirements Generate notice and correspondence letters.Comply 3.9 CMS Software Requirements Void citations with custom City void codes.Comply 3.10 CMS Software Requirements Support for multiple vehicle owners.Comply 3.11 CMS Software Requirements View and print a copy of a citation and images/photos taken during citation issuance. Comply 4.1 CMS Payment Plans Create and manage payment plans in accordance with existing and future State,CVC,and City policies.Comply 4.2 CMS Payment Plans Allow motorists to apply for payment plans online, by mail, or in person.Comply 4.3 CMS Payment Plans Allow motorists to make a payment on a plan online, by phone, by mail or in person.Comply 4.4 CMS Payment Plans Allow motorist to save a debit/credit card for automatic payment on a plan on a schedule date for a scheduled amount. Comply 4.5 CMS Payment Plans Automatically generate payment plan amounts and dates based on City Business Rules.Comply 4.6 CMS Payment Plans Generate payment plan letters based on City Business Rules.Comply 5.1 CMS Adjudication Contractor shall provide functionality for the entire lifecycle of the appeals and adjudication process following prescribed timelines and processes for persons contesting parking citations per State of California law, CVC, and City policy. Comply 5.2 CMS Adjudication Provide ability to process appeals online, in person, by phone, or by mail. Comply RFP Ref #Section Description Requirement Number and Description Response Comments 5.3 CMS Adjudication Allow assigned users the ability to initiate an appeals process on behalf of a motorist.Comply 5.4 CMS Adjudication For contested citations,the CMS must be capable of showing the registered owner’s name and address alongside the contestant’s name and address if the contestant is not the registered owner. Comply 5.5 CMS Adjudication Allow an action to suspend a citation while appeals are under investigation. This action should be automated in the case of owner-initiated appeals (such as online). Comply 5.6 CMS Adjudication Allow for the recording of an appeal reason customizable by the City and include comments provided by the contestant.Comply 5.7 CMS Adjudication Provide an appeals queue for the City to address appeals as they are received.Queue shall include filtering and sorting functionality. Comply 5.8 CMS Adjudication Provide scheduler module for scheduling of appeal hearings. Comply 5.9 CMS Adjudication Allow the input of comments to be attached to a record pertaining to the adjudication actions. Comply 5.10 CMS Adjudication Allow the attachment and review of files and supporting evidence to a record pertaining to the adjudication process. Comply 5.11 CMS Adjudication Allow the selection of a reason for appeal using a drop-down menu.Reasons shall be customizable by the City. Comply 5.12 CMS Adjudication Allow the adjudicator to record a case decision with suspension,dismissal,or liability codes. Codes shall be customizable by the City.Comply 5.13 CMS Adjudication Generate and attach to the record,decision letters that can be printed,emailed or mailed to the recipient. Comply 5.14 CMS Adjudication Generate and attach to the record a no-show (motorist did not attend appeals appointment) letter that can be printed, emailed, or mailed to the recipient. Comply 5.15 CMS Adjudication Track all actions as part of the appeal and adjudication process,including person,time,and date for historical review. Comply 6.1.1 CMS DMV Contractor’s CA DMV interface shall be real time,obtaining and importing registered owner’s information to the CMS on a real time basis.Comply 6.1.2 CMS DMV Contractor’s out of state/international interfaces shall obtain and import registered owner’s information to the CMS as soon as possible, but no more than 7 calendar days. Comply 6.1.3 CMS DMV Contractor’s DMV interfacesmust becapableof inquiring through the DMVfor registered owner information using either a VIN or the vehicle license plate number.Comply 6.1.4 CMS DMV Contractor shall continuously attempt to retrieve registered owner information at regular intervals for all unpaid parking citations without registered owner information in the CMS at no additional cost to the City. Comply 6.1.5 CMS DMV If data was not received or is incomplete,reporting must be provided to identify for follow-up of all incomplete or declined transactions.Comply 6.1.6 CMS DMV In addition to the name and address of the registered owner of the vehicle cited, the vehicle identification number (VIN) must be obtained and presented in a format that permits a direct comparison with the last four digits of the VIN entered from an original parking citation. Comply 6.1.7 CMS DMV CMS must store, update and maintain the following information:Comply 6.1.7.1 CMS DMV License plate: effective date of vehicle registration; and vehicle identification number (VIN). Comply 6.1.7.2 CMS DMV The dates on which DMV data were:(a)requested,(b)returned from DMV,and (c)confirmed or errors noted. Comply 6.1.7.3 CMS DMV The date that any holds were sent to CA DMV and subsequently released,if appropriate;the number of citations charged to the license plate that arecurrently confirmed and on hold at the CA DMV; and data on hold that have been released. Comply 6.1.8 CMS DMV Contractor must track and inform the City of all additions, changes, and deletions to existing State and local laws affecting parking issues as soon as the Contractor learns of the change, but no later than two weeks after the change is approved (such as signed by the Governor, published by the City Clerk, notice issued by the DMV, etc.). Comply 6.1.9 CMS DMV Contractor must be able to make the necessary adjustments in its solution (hardware and software) to incorporate and modifyall additions,changes,anddeletions tothe existingparking regulations and statutes. Comply 6.1.10 CMS DMV CMS shall support DMV Registration Holds.Comply 6.1.10.1 CMS DMV The CA DMV allowslocal jurisdictionsto add the fine amount for unresolved parking citations to the bill for annual vehicle registration renewal. This is called placing a hold on vehicle registration and is an effective means of securing payment of delinquent parking citations. Contractor must provide an online, real-time interface with CA DMV to place these "holds" for unpaid parking citations, to release the holds within 24 hours when a citation is resolved or a hearing is scheduled, and, if permitted by DMV, to reactivate a registration hold when appropriate as determined by the City. Comply 6.1.10.2 CMS DMV The information required by CA DMV must be automatically forwarded for registration hold processing, and receipt by CA DMV acknowledged.Comply 6.1.10.3 CMS DMV Reports are required to verify compliance.Comply 6.1.11 CMS DMV When payment is received or suspend/dismal is applied to a record,Contractor must be able to release the registration hold at CA DMV within 24 hours.Comply 6.1.11.1 CMS DMV Reports are required to verify compliance.Comply 6.1.11.2 CMS DMV Release date must be noted in the citation record.Comply 6.1.12 CMS DMV The citation history for each citation receiving a registration hold must be updated to indicate the most recent processing step in the hold cycle and hold history.Comply 6.1.13 CMS DMV CMS must process and account for payment transactions associated with money collected by CA DMV.Comply 6.1.14 CMS DMV Contractor’s database must be updated with all citation payment transaction details, and the payment information received from DMV must be reconciled with the parking citation database.Comply 6.1.15 CMS DMV Contractor shall be able to report on DMV hold and payment activities.Comply 7.1 CMS Split-Plate Logic CMS must reliably and automatically compare the issue date of each citation with the vehicle registration date information on file at the DMV. This is especially important in states such as California, where the license plate stays with the vehicle rather than with the owner. Comply 7.1.1 CMS Split-Plate Logic CMS must use registration date information to assign legal responsibility for each citation to a registered owner based on the effective date the license was assigned to a particular individual by a motor vehicle agency. Comply RFP Ref #Section Description Requirement Number and Description Response Comments 7.1.2 CMS Split-Plate Logic Citations issued before a change in registered owner must be assigned to the previous owner.Comply 7.2 CMS Split-Plate Logic Registration updates shall be made as frequently as possible and immediately updated in the CMS.Comply 7.3 CMS Split-Plate Logic CMS must accommodate manual correction of incorrect entries. Comply 7.4 CMS Split-Plate Logic CMS must provide an online,real-time display of multiple citation records for a single plate, split by date of ownership.Comply 8.1 CMS Customer Portal Portal shall be fully hosted by the Contractor and fully integrated with the Contractor’s CMS in real-time.Comply 8.2 CMS Customer Portal Portal shall be available 24 hours per day, 7 days per week.Comply 8.3 CMS Customer Portal Portal must be accessible on multiple browser platforms,including MS Edge,Google Chrome, Safari, and Firefox.Comply 8.4 CMS Customer Portal Portal shall be PCI compliant for online payment acceptance.Comply 8.5 CMS Customer Portal The City shall approve the application of any convenience fees.Comply 8.6 CMS Customer Portal Portal shall allow the email of receipts and correspondence.Comply 8.7 CMS Customer Portal Portal shall comply with all applicable ADA standards and requirements.Comply 8.8 CMS Customer Portal A motorist shall be able to complete the following actions via the portal:Comply 8.8.1 CMS Customer Portal Search for a citation by license plate, citation number, VIN or payment plan.Comply 8.8.2 CMS Customer Portal View a copy of a citation, related photos, and citation notes.Comply 8.8.3 CMS Customer Portal Pay a citation and all related fees.Comply 8.8.4 CMS Customer Portal Initiate an Initial Review of a citation. Comply 8.8.5 CMS Customer Portal Initiate a Hearing for a citation. Comply 8.8.6 CMS Customer Portal Request a payment plan and upload supporting documentation.Comply 9.1 CMS Mail-In Payment Processing Contractor will maintain an address in California for mail-in payments.Comply 9.2 CMS Mail-In Payment Processing Contractor will process all mail-in payments within two business days of receipt. Comply 9.3 CMS Mail-In Payment Processing All payment documents received and processed must be copied and archived to be promptly retrievable as required by law and CVC. Comply 9.4 CMS Mail-In Payment Processing Contractor shall process payments in a secure environment with the appropriate security, surveillance, and oversight.Comply 9.5 CMS Mail-In Payment Processing Any Subcontractors utilized for processing mail in process will be appropriately experienced, certified, licensed and bonded, as applicable.Comply 9.6 CMS Mail-In Payment Processing Mail-in payment processing must include a broad range of control and procedures to ensure accurate and timeline processing including audit trailsfor processing, endorsing and depositing payments. Comply 9.7 CMS Mail-In Payment Processing All payments will be accurately recorded in the CMS. Contractor will perform audits to ensure accuracy.Comply 9.8 CMS Mail-In Payment Processing Funds for deposit must be prepared, documented and provided to the City in a manner that allows the City to receive, record, and audit deposits. Comply 9.9 CMS Mail-In Payment Processing Records for every deposit must be maintained and stored.Comply 9.10 CMS Mail-In Payment Processing Contractor shall be held completely and solely responsible for ensuring the integrity and security of City revenue throughout the entire processing procedure. Any shortages or losses will be the exclusive responsibility of the Contractor and shall be fully reimbursed to the City. Overagesmust beresearched and resolved ineverycase.Appropriaterefundsshall beprovided to any entitled parties within timeframes established by the CVC. Comply 9.11 CMS Mail-In Payment Processing Any mail or correspondence incorrectly received by the Contractor, but addressed to the City, will be forwarded to the City in a timely manner.Comply 9.12 CMS Mail-In Payment Processing The Contractor shall provide reporting on mail in processing statistics such payments received, quantities, and more.Comply 10.1 CMS Reporting Contractor must provide comprehensive, detailed, accurate, and timely management, financial, and operational on-line, real-time, and other reports for City management. Comply 10.1.1 CMS Reporting Batch reporting shall be acceptable for large amounts of data only.Comply 10.2 CMS Reporting Contractor’s reporting shall be able to query reports by multiple filters such as date,channel, citation, etc. Comply 10.3 CMS Reporting Contractor’s reporting shall allow for the set up automated reports.Comply 10.4 CMS Reporting Reports shall be exportable in pdf and/or excel/csv format.Comply 10.5 CMS Reporting Reporting shall be available on the following topics:Comply 10.5.1 CMS Reporting Revenue and payments for all channels Comply 10.5.2 CMS Reporting Mail payment deposit and reconciliation Comply 10.5.3 CMS Reporting Financial adjustments, refunds, etc.Comply 10.5.4 CMS Reporting Payment plans Comply 10.5.5 CMS Reporting Adjudication Comply 10.5.6 CMS Reporting DMV processing and holds Comply 10.5.7 CMS Reporting Split plate and make/match failures Comply 10.5.8 CMS Reporting Citation issuance Comply 10.5.9 CMS Reporting Issuing officer session activity Comply RFP Ref #Section Description Requirement Number and Description Response Comments 10.5.10 CMS Reporting Citation aging and delinquency Comply 10.5.11 CMS Reporting Notice and correspondence activity Comply 10.5.12 CMS Reporting IVR activity Comply 10.5.13 CMS Reporting Delinquency collection activity Comply 10.5.14 CMS Reporting Accounts receivables Comply 10.5.15 CMS Reporting FTB activity Comply 10.6 CMS Reporting Support reporting at the end of each Fiscal Year,in accordance with CVC Section 40200.3(b) setting forth the number of cases processed, and all financial and/or citation payments received and distributed, along with any other information that may be required by the issuing agency. Comply 11.1.1 CMS Financial Processing Full data shall be captured for every payment processed by the any component of the overall system, including but not limited to:Comply 11.1.1.1 CMS Financial Processing Payment amount Comply 11.1.1.2 CMS Financial Processing Source (mail, walk-in, pay-by-phone, pay-by-web, DMV, FTB, etc.)Comply 11.1.1.3 CMS Financial Processing Method of payment (cash, check, money order, credit card, etc.)Comply 11.1.1.4 CMS Financial Processing Payment processing date Comply 11.1.1.5 CMS Financial Processing Original fine amount Comply 11.1.1.6 CMS Financial Processing Late payment penalty (including exact date that late payment penalty was imposed)Comply 11.1.1.7 CMS Financial Processing Second late payment penalty Comply 11.1.1.8 CMS Financial Processing Total paid Comply 11.1.1.9 CMS Financial Processing Total reduced Comply 11.1.1.10 CMS Financial Processing Total due Comply 11.1.1.11 CMS Financial Processing Amount overpaid Comply 11.1.1.12 CMS Financial Processing Reason for overpayment including all data processing support required to meet the City’s legal obligation to refund overpayments Comply 11.1.1.13 CMS Financial Processing Refund check or credit issuance date Comply 11.1.1.14 CMS Financial Processing Refund check issuance mail date Comply 11.1.2 CMS Financial Processing Lockbox Operation:The Contractor must maintain a lockbox operation sufficient to process all lockbox payments within two business days of receipt.Comply 11.1.3 CMS Financial Processing All payment and transaction data must be in an on-line,real-time environment,including on- line inquiry of payment documents.Comply 11.1.4 CMS Financial Processing CMS must provide a clear auditable record of payments received. The audit trail must include citation number, payment date and time, payment amount, payment method, and the name or ID of the staff member that accepted payment and made the entry. Comply 11.1.5 CMS Financial Processing All transactions are subject to audit by the City at any time without advance notice.Comply 11.1.6 CMS Financial Processing CMS must be able to process City-imposed fees, including bounced check or other fees.Comply 11.1.7 CMS Financial Processing CMS must allow on-line payment adjustments and error corrections with audit trails.Comply 12.1 CMS Bank Cards Motorists shall be able to use credit/debit cards for any type of payment for the services under the contract. Comply 12.2 CMS Bank Cards Contractor will provide a payment gateway for processing of bank cards which is capable of processing Visa, Mastercard, American Express and Discover.Comply 12.3 CMS Bank Cards Contractor will integrate with the City’s current merchant processor, Chase Bank. Comply 12.4 CMS Bank Cards Contractor will allow the City to change the merchant processor in the future for no cost.Comply 12.5 CMS Bank Cards Contractor solution and all related components shall all be compliant with Payment Card IndustryData Security Standard (PCI Level 1 certified bya Qualified Security Assessor (QSA))as applicable. Comply 13.1 CMS Financial Adjustments CMS must permit the input of financial adjustment transactions,such as,but not limited to, returned checks, charge backs, reversals, or refunds.Comply 13.2 CMS Financial Adjustments Adjustments may include reversing an entire payment,modifying a payment amount,altering the amount due to close a citation, and reopening a citation.Comply 13.3 CMS Financial Adjustments CMS will generate appropriate notification letters which are automatically sent to the appropriate party advising of any actions.Comply 14.1.1 CMS Citation Issuance Devices & Software Handheld and printer must beinclusive of the protectiveinfrastructure to ruggedize and protect equipment from working conditions and outdoor elements. Comply 14.1.2 CMS Citation Issuance Devices & Software Handheld and printer shallbeableto withstand drops,bewater resistant,and haveappropriate screen protection and appropriate grip control.Comply 14.1.3 CMS Citation Issuance Devices & Software The life span of all devices shall be at least three years with proper use. Comply 14.1.4 CMS Citation Issuance Devices & Software The cellular communications on any handheld device provided to the City during the term of the contact shall have a life span of at least 5 years.Comply 14.1.5 CMS Citation Issuance Devices & Software Contractor shall provide support for all devices for the agreement term, including hardware, operation system software and communication plans.Comply RFP Ref #Section Description Requirement Number and Description Response Comments 14.1.6 CMS Citation Issuance Devices & Software Handheld and printer Batteries shall last for an entire shift (up to 11 hours); supplemental in- field replaced battery packs or mobile charging will be acceptable.Comply 14.1.7 CMS Citation Issuance Devices & Software Handheld devices shall include a camera with a minimum resolution of 8 megapixels, able to take photos in all lighting conditions and be able to geotag the photos taken.Comply 14.1.8 CMS Citation Issuance Devices & Software Handheld and printer shall have an optional carrying case.Comply 14.1.9 CMS Citation Issuance Devices & Software Handheld devices shall include Wi-Fi, Bluetooth, and GPS capability. Comply 14.1.10 CMS Citation Issuance Devices & Software Should advancements in cellular technology or end-of-life require new devices, the Contractor will provide at least one year's notice to the City and provide reasonably priced options for upgrades. Comply 14.1.11 CMS Citation Issuance Devices & Software In the case of separate components, printers shall include Bluetooth capability and shall not require a physical connection to the handheld for operations.Comply 14.1.12 CMS Citation Issuance Devices & Software Handheld devices shall include functionality that prevent usage of the device as a telephone or allow calling only to specific phone numbers, as directed by the City.Comply 14.1.13 CMS Citation Issuance Devices & Software Handheld devices shall include functionality that prevent use of SMS/text capability unless limited to specific numbers, as directed by the City. Comply 14.1.14 CMS Citation Issuance Devices & Software Handheld devicesshall includefunctionality that allow the device restricted so that users in the field cannot add or remove apps/software, unless directed by the City.Comply 14.2.1 CMS Issuance Software The following fields,at a minimum,must be captured during citation issuance by the Contractor’s enforcement software:Comply 14.2.1.1 CMS Issuance Software Citation number Comply 14.2.1.2 CMS Issuance Software License plate Comply 14.2.1.3 CMS Issuance Software Where plate is not available, a field for up to 17-digit VIN shall be provided Comply 14.2.1.4 CMS Issuance Software License expiration Year/Month, Body Type (DMV specific), Vehicle Make, Vehicle Color Comply 14.2.1.5 CMS Issuance Software Meter Number field Comply 14.2.1.6 CMS Issuance Software State Comply 14.2.1.7 CMS Issuance Software Last four digits of VIN Comply 14.2.1.8 CMS Issuance Software Violation code and description (up to three)Comply 14.2.1.9 CMS Issuance Software Location of violation, including City defined zone Comply 14.2.1.10 CMS Issuance Software Issue date Comply 14.2.1.11 CMS Issuance Software Issue time Comply 14.2.1.12 CMS Issuance Software Officer ID Comply 14.2.1.13 CMS Issuance Software Officer name Comply 14.2.1.14 CMS Issuance Software Notes to print on citation (known as external notes)Comply 14.2.1.15 CMS Issuance Software Officer notes, not visible to the public (known as internal notes)Comply 14.2.1.16 CMS Issuance Software Electronic marking (tire chalking)Comply 14.2.1.17 CMS Issuance Software Photos, videos, and audio Comply 14.3 CMS Issuance Software Software shall have the ability to support pay-by-plate,pay-by-space,permit status,and mobile payments.Comply 14.4 CMS Issuance Software Software shall provide the ability to validate disabled placards with DMV look-up. Comply 14.5 CMS Issuance Software Software shall provide a user-friendly interface for ease of use and durability.Comply 14.6 CMS Issuance Software Software shall require a password/security sign-in to prevent unauthorized use Comply 14.7 CMS Issuance Software Software shall allow the user to view and void any citation written by the user in the active session.Comply 14.8 CMS Issuance Software Software shall support voiding a previously issued citation that requires a City-defined reason/code and input of explanation.Comply 14.9 CMS Issuance Software Software shall support the reprinting of an issued citation that is identical to the original.Comply 14.10 CMS Issuance Software Software shall automaticallytransfer and upload citations issuedbythehandheld tothe CMSin real-time, including any audio and/or picture associated with the citation.Comply 14.11 CMS Issuance Software Software shall not allow an officer to attempt to issue a citation unless all required fields have been entered with valid information. For example, a citationwith no violation codeor no license plate or VIN cannot be created. Comply RFP Ref #Section Description Requirement Number and Description Response Comments 14.12 CMS Issuance Software Upon entering a license plate during citation entry,software shall automatically search necessary lists (scofflaw, permit, hotlist, stolen vehicle, etc.) for a match.Comply 14.12.1 CMS Issuance Software If a match is found, the appropriate information will display on the handheld screen. Comply 14.13 CMS Issuance Software Software shall support monitoring of vehicles in a fixed time limit zone across accessible to all handhelds in use at any one time. This shall allow for multiple Officers to enforce time limits in location at the same time. Comply 14.14 CMS Issuance Software Software shall accurately time and date stamp transactions by the system’s master clock.Comply 14.15 CMS Issuance Software Software shall support the issuance and tracking of warning notices as well as actual citations including issuance history by license plate. Comply 14.16 CMS Issuance Software Software shall support standard location codes or block faces and descriptions.Locations shall also be manually generated when necessary.Comply 14.17 CMS Issuance Software Software shall support multiple citation number sequences and formats.Comply 14.18 CMS Issuance Software Software shall Support CA CVC requirements for Drive-Away citations including allowing a citation to be marked as a drive-away.Comply 14.19 CMS Issuance Software At a minimum,software shall allow the selection of the previous location for a new citation, otherwise support geofencing capability to auto-populate locations.Comply 14.20 CMS Issuance Software Software shall support real-time tracking of officer location based on GPS coordinates.Comply 14.21 CMS Issuance Software Software shall support photos taken as part of the citation process shall be maintained within the citation app and uploaded to the CMS, not simply placed on the device’s camera roll.Comply 14.21.1 CMS Issuance Software The City shall be able to set a minimum number of photographs that must be taken for each citation.Comply 14.21.2 CMS Issuance Software If the Contractor has a maximum number of photographs per citation,it must be greater than 10.Comply 14.22 CMS Issuance Software Provide a set of pre-fixed text lines to go in the notes (both printed and internal);when the officer is completing the notes, they can pick from city-defined pre-established text lines or use free-from text entry. Comply 14.23 CMS Issuance Software Solution shall integrate with LPR systems so that any hit on the mobile LPR can be transferred seamlessly to the handheld, including associated LPR images.Comply 14.24 CMS Issuance Software Software shall allow a user to cancel a citation or warning that has not been completed (e.g., the citation has not been printed or marked as drive-away). Comply 14.25 CMS Issuance Software Software shall support an Officer activity log with the ability for the Officer to record issues or notes in the field.Comply 14.26 CMS Issuance Software Print a complete citation or warning ticket, including the following fields on the front:Comply 14.26.1 CMS Issuance Software Citation or warning number Comply 14.26.2 CMS Issuance Software Date and time issued Comply 14.26.3 CMS Issuance Software Badge number and name of issuing officer Comply 14.26.4 CMS Issuance Software Location where citation issued Comply 14.26.5 CMS Issuance Software Violation code for which the citation is being issued Comply 14.26.6 CMS Issuance Software Violation description Comply 14.26.7 CMS Issuance Software Violation amount Comply 14.26.8 CMS Issuance Software State surcharge Comply 14.26.9 CMS Issuance Software Total amount due Comply 14.26.10 CMS Issuance Software Vehicle license plate or full VIN Comply 14.26.11 CMS Issuance Software Last 4 digits of the VIN Comply 14.26.12 CMS Issuance Software Vehicle registration expiration date Comply 14.26.13 CMS Issuance Software Vehicle make Comply 14.26.14 CMS Issuance Software Vehicle color Comply 14.26.15 CMS Issuance Software Vehicle type Comply 14.26.16 CMS Issuance Software Public notes Comply 15.1.1 CMS Noticing Mailing All noticing and correspondence activity will follow the City Business Rules as recorded during the Design Review process. Comply 15.1.2 CMS Noticing, Correspondence, and Collections All noticing will be accurately recorded in the CMS. Contractor will perform audits to ensure accuracy.Comply 15.1.3 CMS Noticing, Correspondence, and Collections Contractor shall process and mail reminder notices for unpaid citations including out-of-state owners. Comply 15.1.4 CMS Noticing, Correspondence, and Collections Contractor shall processand mail delinquent notification to the lesseeand/or secondary owner when delinquent and following the lien process under California state law. Comply 15.1.5 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail citation correction notices where the issuing officer determines that there is incorrect data in the parking citation. Comply 15.1.6 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail notices to lessees or renters of cited vehicles,including loaner vehicles, when provided with proof of written lease or rental agreement as required by the CVC. Comply 15.1.7 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail Drive Away notices to registered owners of vehicles that drive away prior to the issuing officer attaching the citation to the vehicle. The notice must be mailed out to the registered owner within fifteen (15) calendar days of the citation issuance as required by the CVC. Comply RFP Ref #Section Description Requirement Number and Description Response Comments 15.1.8 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail correspondence regarding initial review and hearing decisions as part of the adjudication process. Comply 15.1.9 CMS Noticing, Correspondence, and Collections Contractor shall record when mail is returned as not deliverable. Returned envelope and correspondence and/or notice must be scanned and imaged into the CMS.Comply 15.1.10 CMS Noticing, Correspondence, and Collections Contractor must provide automated noticing and mail notices to comply with all City procedures and CVC requirements for scheduling and conducting administrative hearings. Comply 15.1.11 CMS Noticing, Correspondence, and Collections Contractor shall process and mail "No Show"letters for constituents who do not appear for their scheduled hearing.The designlogic willalso preventa no-showletter generatedif thecase has been "rescheduled" or "continued" or adjudicated. Comply 15.1.12 CMS Noticing, Correspondence, and Collections Contractor shall generate and mail payment plan letters initiated on the Customer Portal or by City staff. Comply 15.1.13 CMS Noticing, Correspondence, and Collections All noticing or correspondence must operate with accurate and timely record keeping that includes, but is not limited to, time stamping of all communication. Time stamps must include pertinent and relevant specific information such as date, time, name, and location. Any correspondence sent to a motorist and/or returned from a motorist must be actively logged to ensure record keeping is accurate and up to date. Comply 15.1.14 CMS Noticing, Correspondence, and Collections Contractor will ensure all outgoing mail is be postmarked.Comply 15.1.15 CMS Noticing, Correspondence, and Collections Contractor shall provide reporting on noticing and correspondence statistics such quantities, types, return mail, and more.Comply 15.2.1 Telephone Services Contractorshallprovideasophisticated,flexible,andresponsive24hoursa day, 7daysaweek, telephone answering system and all necessary hardware components, operational software, and technical support for the Interactive Voice Response (IVR) system. Comply 15.2.2 Telephone Services The related phone number must be toll free to the caller.Comply 15.2.3 Telephone Services IVR solution must be PCI compliant for bank card payment processing.Comply 15.2.4 Telephone Services IVR should be available in both English and Spanish service.Comply 15.2.5 Telephone Services IVR should allow for some customization whereas a caller will be easily aware of which City they are calling about. Comply 15.2.6 Telephone Services IVR should be easily used, customer friendly and allow for the fewest steps possible.Comply 15.2.7 Telephone Services IVR solution shall be compatible with Telephone Device for the Deaf (TTD)for use by callers with a hearing impairment.Comply 15.2.8 Telephone Services IVR shall allow, at minimum, the vocal listing of the City s customer service phone.Comply 15.2.9 Telephone Services IVR shall be integrated with the Contractor’s CMS for real-time updating of payments received over the phone. Comply 15.2.10 Telephone Services Contractor shall be able to report on call statistics such calls received,calls dropped, payments received and more.Comply 15.3.1 Deliquent Collections Contractor shall provide and manage an effective special collection program,including a collections software system, and make diligent, cost- effective efforts to collect the City- assigned delinquent accounts. Comply 15.3.2 Deliquent Collections The City shall approve Business Rules prior to activating a delinquent collections program. Business rules will include plans, notices, timelines, and activities related to delinquent collections. Comply 15.3.3 Deliquent Collections Contractor shall follow and implement procedures to consistently abide by local,state and federal laws request collections activities.Comply 15.3.4 Deliquent Collections Contractor must adhere to nationally accepted professional standards for collection activities and ensure the professional quality, technical quality, timely completion, and effective coordination of all secondary collection services furnished by its officers, employees, agents and subcontractors. Comply 15.3.5 Deliquent Collections Contractor shall fully comply with the Fair Debt Collection Practices Act, Fair Credit Report Act and all other applicable federal statutes, regulations, rules, and standards, plus all applicable California fair debt collection practice and consumer protection laws and regulations, and applicable licensing and accreditation standards for collection agencies. Comply 15.3.6 Deliquent Collections Contractor shall be capable of importing and collecting on citations issued prior to contract execution. Comply 15.3.7 Deliquent Collections Contractor shall continuously perform the debtor identification through DMV look up,forward address monitoring, and advanced skip tracking.Comply 15.3.8 Deliquent Collections Contractor shall mail delinquent collection notices in line with City Noticing and Correspondence Requirements.Comply 15.3.9 Deliquent Collections Contractor shall manage DMV registration holds.Comply 15.3.10 Deliquent Collections Contractor shall manage Franchise Tax Board (FTB) Intercept Program.Comply 15.3.11 Deliquent Collections Contractor shall manage outbound calling efforts.Comply 15.3.12 Deliquent Collections Contractor shall enable payment of debts through all channels required throughout this RFP.Comply 15.3.13 Deliquent Collections Contractor shall update and maintain records in the CMS regarding all delinquent collection efforts in real-time. In the case of the use of secondary collection subcontractor, the City may approve batch updates made at reasonable timeframes. Comply 15.3.14 Deliquent Collections Contractor shall be able to report on Delinquent Collection efforts such as mailings,calls, collection technique success and more.Comply 15.3.15 Deliquent Collections Contractor shall be able to report on Delinquent Collections including quantities,values,dates and more.Comply 15.3.16 Deliquent Collections In all cases, the only fees that will be paid by the City to Contractor for Delinquent Collections activities will be a subset of those amounts actually received, deposited, and paid to the City. Comply 15.3.17 Deliquent Collections Contractor shall be responsible for any and all expenses related to delinquent collections.Comply RFP Ref #Section Description Requirement Number and Description Response Comments 15.3.18 Deliquent Collections If the expense is passed on to and paid by the violator,the Contractor shall be reimbursed with the expense.Comply 15.3.19 Deliquent Collections At the City’s discretion,the Contractor will support the City in processing of writing off citations as approved by City Management or Council.Comply 15.4.1 Difficult to Collection Cases DMV ownership transfers - These are citations where the DMV has indicated a transfer of ownership from the individual on record, with no additional ownership data.Comply 15.4.2 Difficult to Collection Cases DMV Make-Match failure -These are citations which have a vehicle make that does not match the make registered with the DMV.Comply 15.4.3 Difficult to Collection Cases DMV Hold Reject -These are citations issued against vehicles for which registration hold requests were rejected due to some data not matching DMV files.Comply 15.4.4 Difficult to Collection Cases No Registry Confirm -These are citations for which no owner name and address were obtained from the DMV.Comply 15.4.5 Difficult to Collection Cases Aged Registration Hold - These are citations issued against vehicles that have been placed on registration hold but have passed their registration expiration date and have not responded.Comply 15.4.6 Difficult to Collection Cases Declaration of Non-Ownership -These are citations wherein a motorist has submitted a declaration of non-ownership stating they were not the owner of the vehicle at the time of the parking citation. Comply 15.4.7 Difficult to Collection Cases No Address Found -These are citations wherein the current address was identified as undeliverable.Comply 15.4.8 Difficult to Collection Cases Rental -These are citations issued to rental vehicles and the motorist renting the vehicle was identified by the rental company but has not paid the citation.Comply 15.5.1 FTB Intercept Program Contractor shall manage the interface and certification for Franchise Tax Board (FTB)Intercept payments on behalf of the City. Comply 15.5.2 FTB Intercept Program Contractor shall manage FTB submission process in a timely manner,adhering to all FTB guidelines and State of California policy and law. Comply 15.5.3 FTB Intercept Program Contractor shall properly identify and collect required data for eligible records to be submitted to FTB. Comply 15.5.4 FTB Intercept Program Contractor shall generate and send mail notifications prior to file submission as required. Comply 15.5.5 FTB Intercept Program Contractor shall receive and process FTB files, updating the CMS on a real time basis. Comply 15.5.6 FTB Intercept Program Contractor shall provide timely modification/notification to the intercept program if the amount to be intercepted has changed. Comply 15.5.7 FTB Intercept Program Contractor shall assist in processing timely refunds in the event of overpayment or misidentification. Comply 15.5.8 FTB Intercept Program Contractor shall be able to report on FTB activities.Comply 16.1.1 Permit Management System PMS shall be online, cloud-based, and not require any installation of software, accessible from any PC with a web browser.Comply 16.1.2 Permit Management System PMS shall update in real time.Comply 16.1.3 Permit Management System PMS shall allow for full customization to the City specific Business Rules determined during the Design Review process. City may change the Business Rules at its sole discretion which will be implemented by the Contractor within five business days. Comply 16.1.4 Permit Management System Contractor solution and all related components shall all be compliant with Payment Card IndustryData Security Standard (PCI Level 1 certified bya Qualified Security Assessor (QSA))as applicable. Comply 16.1.5 Permit Management System PMS solution will provide a payment gateway for processing of bank cards which is capable of processing Visa, Mastercard, American Express and Discover, which will integrate with the City s current merchant processor, XXX. Comply 16.1.5.1 Permit Management System Contractor will allow the City to change the merchant processor in the future for no cost.Comply 16.1.6 Permit Management System PMS shall allow for assigning permissions to access certain features based on user ID.Comply 16.1.7 Permit Management System PMS shall support both physical and virtual parking permits tied to a license plate.Comply 16.1.8 Permit Management System PMS shall support the ability to prevent permitting processing and issuance when a motorist has citation related amounts due to the City.Comply 16.1.9 Permit Management System PMS shall generate renewal and cancellation notices to be sent by mail and email.Comply 16.1.10 Permit Management System PMS shall generate renewal and cancellation notices by batch or individually. Comply 16.1.11 Permit Management System PMS shall generate acceptance or denial of permit applications notices to be sent by mail and email.Comply 16.1.12 Permit Management System PMS shall generate a unique permit number.Comply 16.1.13 Permit Management System PMS shall allow the addition and removal of any permit types.Comply 16.1.14 Permit Management System PMS shall allow for multiple parking permits zones and districts. Comply 16.1.15 Permit Management System PMS shall provide functionality for guest parking permits.Comply 16.1.16 Permit Management System PMS shall support rolling expiration data (daily, weekly, monthly, annually, date-to-date).Comply 16.1.17 Permit Management System PMS shall support exception permit processing and quantity limitations with time period parameters.Comply RFP Ref #Section Description Requirement Number and Description Response Comments 16.1.18 Permit Management System PMS shall restrict and allow multiple permits to be assigned to one license plate.Comply 16.1.19 Permit Management System PMS shall support multiple permit pricing structures including flat, prorated, and tiered pricing.Comply 16.1.20 Permit Management System PMS shall support multiple permit waitlists.Comply 16.1.21 Permit Management System An authorized user shall be able to conduct the following actions in the PMS:Comply 16.1.21.1 Permit Management System Create a new permit holder account.Comply 16.1.21.2 Permit Management System Enter or create permits assigned to a motorist. Comply 16.1.21.3 Permit Management System Correct, Autofill, or standardize address entries.Comply 16.1.21.4 Permit Management System Validate permit program eligibility based upon supporting documentation.Comply 16.1.21.5 Permit Management System Approve or deny parking permit applications based on geographical (address) location or requested permit or by other City determined factors.Comply 16.1.21.6 Permit Management System View and manage permit request queue, listing permits requiring review for approval.Comply 16.1.21.7 Permit Management System View and manage permit waitlists including adding or removing waitlist requests.Comply 16.1.21.8 Permit Management System Process payments for permits.Comply 16.1.21.9 Permit Management System Process refunds for permits Comply 16.1.21.10 Permit Management System Process multiple permits in one transaction.Comply 16.1.21.11 Permit Management System Query by account name, account number, permit type, permit number, license plate number, and address.Comply 16.1.21.12 Permit Management System Add notes to permit accounts with no limitation.Comply 16.1.21.13 Permit Management System Edit account information and permit information.Comply 16.1.21.14 Permit Management System Cancel an existing permit.Comply 16.1.21.15 Permit Management System Print temporary permits.Comply 16.1.21.16 Permit Management System Print, mail or email correspondences to permit holds Comply 16.1.22 Permit Management System PMS shall provide full audit trail information for every processing transaction must be captured and retained for each permit until the permit is purged from the system per the policies established by the City. All processing activities will be subjected to detailed audit by the City. Comply 16.2.1 PMS Customer Portal The portal shall be fully hosted by the Contractor and integrated with the Contractor s PMS in real-time.Comply 16.2.2 PMS Customer Portal The portal shall be available 24 hours per day, 7 days per week.Comply 16.2.3 PMS Customer Portal The portal must be accessible on multiple browser platforms,including MS Edge,Google Chrome, Safari, and Firefox.Comply 16.2.4 PMS Customer Portal The portal shall be PCI compliant for online payment acceptance.Comply 16.2.5 PMS Customer Portal The City shall approve the application of any convenience fees.Comply 16.2.6 PMS Customer Portal Contractor s website shall comply with all applicable ADA standards and requirements.Comply 16.2.7 PMS Customer Portal Provide customers with email messages regarding the approval or status of their permit.Comply 16.2.8 PMS Customer Portal A motorist shall be able to complete the following actions via the portal:Comply 16.2.9 PMS Customer Portal Purchase and/or request an annual, visitor or guest permits with qualifying documentation.Comply 16.2.10 PMS Customer Portal Request placement on a permit waitlist.Comply 16.2.11 PMS Customer Portal View status of position on a waitlist.Comply 16.2.12 PMS Customer Portal Remove placement from a waitlist.Comply 16.2.13 PMS Customer Portal Process payment for a waitlist position or permit.Comply 16.2.14 PMS Customer Portal Renew an existing permit.Comply 16.2.15 PMS Customer Portal Cancel a permit.Comply RFP Ref #Section Description Requirement Number and Description Response Comments 16.2.16 PMS Customer Portal Update permit information (e.g.,license plate number,make,model,color,and address)as allowable by a permit type.Comply 16.3.1 PMS Reporting Contractor shall provide comprehensive, detailed,accurate,andtimelymanagement,financial, and operational on-line, real-time, and other reports for City management.Comply 16.3.2 PMS Reporting Batch reporting shall be acceptable for large amounts of data only.Comply 16.3.3 PMS Reporting PMS reporting shall provide the ability to query reports by multiple filters including date.Comply 16.3.4 PMS Reporting PMS reporting shall provide reporting on permitting statistics such quantities, types, and more. Comply 16.3.5 PMS Reporting PMS reporting shall be exportable in pdf and/or Excel/CSV format.Comply 17.1 Warranty and Support Service Contractor shall include a minimum of a one-year hardware warranty for any hardware delivered to the City. Comply 17.2 Warranty and Support Service Contractor shall provide extended hardware warranty options. Comply 17.3 Warranty and Support Service Contractor shall provide a warranty on all software and system solutions for the term of the contract.Comply 17.4 Warranty and Support Service Contractor shall provide ongoing support services through the term of the contract, including a toll-free phone number and online help (Help Desk). Support services shall be available from 8am to 5pm Pacific Time Zone reasonable hours, seven days per week (excluding holidays). Comply 17.5 Warranty and Support Service Any requests for support that cannot be handled immediately by the Help Desk shall be acknowledged by the Contractor within one business day and updated on a regular basis.Comply 17.6 Warranty and Support Service Contractor s support services must be provided by a staff of experienced,well-trained technicians.Comply 17.7 Warranty and Support Service Contractor shall utilize a ticket tracking system to open,track and close support requests from the City. Comply 17.8 Warranty and Support Service Contractor shall provide regular and ongoing technical bulletins that identify product notifications, technology updates, lessons learned, and/or system performance that detail issues, changes, improvements, and upgrades. Comply 18.1 Project Management Contractor shall assign a Project Manager for the duration of the planning,implementation, delivery and installation portion of the contract who will be responsible for, including but not limited to: Comply 18.1.1 Project Management Project oversight and delivery of the system.Comply 18.1.2 Project Management Being a single point of contact for the City and providing for the management, implementation, and on-going trouble shooting of the System during its installation.Comply 18.1.3 Project Management Coordinating efforts with the City and any subcontractors.Comply 18.1.4 Project Management Being available as required for onsite work and otherwise available to the City during regular businesshoursvia email,phone or videoconference to respond to City needs,questions and or issues. Comply 18.1.5 Project Management Developing and maintaining,in consultation with the City,a detailed implementation and project plan for the System.Comply 18.2 Project Management Contractor’s Project Manager shall be experienced in the Contractor’s solutions, parking operations, and all related laws and codes pertaining to citation management in California. The Project Manager shall be able to provide guidance and suggestions to the City on best practices. Comply 18.3 Project Management Contractor shall provide a Design Review process for the customizable and configurable portions of the solution. The Design Review process will result in a Business Roles document that the City shall approve. The Business Rules will be the guidelines and rules for all activities and work related to delivering the scope of the resulting agreement. Comply 18.4 Project Management Contractor shall test all hardware, software and systems prior to delivery to the City.Comply 18.5 Project Management Contractor shall support the City in testing all hardware,software and system prior to implementation. Comply 18.6 Project Management Contractor shall develop a training plan for review and approval by the City.Comply 19.1 Training Contractor shall provide a training plan that includes but is not limited to all functionality of CMS operations, adjudication, enforcement devices, citation issuance software, web portal operations, noticing and correspondence operations, IVR operations, and reporting. The training plan shall include: Comply 19.1.1 Training Types of training course with a target audience Comply 19.1.2 Training Description of course Comply 19.1.3 Training Length of course Comply 19.1.4 Training Method of training (video conference, in person, etc.)Comply 19.1.5 Training Prerequisites for the training course Comply 19.2 Training Contractorshallprovidetraininginpersonorvia videoconferenceasisthemost appropriatefor the topic. At a minimum, Contractor will provide at least two days of onsite/in person training. Comply 19.3 Training The City may request additional training sessions at reasonable intervals and lengths via video conference for no additional cost for the term of the contract.Comply 19.4 Training Contractor will provide the necessary training to the City for any new,upgraded or additional functionality provided during the term of the contract.Comply 19.5 Training The City may request additional training sessions in person. Contractor will provide a quote for services within one week, and perform that training within four weeks, of the City’s request.Comply 19.6 Training Contactor shall supply and keep current digitals copies of all operations, training, and user manuals, which include detailed instruction for the operation of the entire solution.Comply 20.1 Integration Requirements Contractor shall provide real-time integration with the City’s current, new, and future parking technology and data management Contractors, which currently includes: Comply 20.1.1 Integration Requirements LPR - Genetec/ Route 1 Comply 20.1.2 Integration Requirements Pay by Plate pay stations – IPS Comply with Modifications Can be integrated. 20.1.3 Integration Requirements Mobile payment applications – Honk, PayByPhone, ParkMobile Comply with Modifications Can be integrated. RFP Ref #Section Description Requirement Number and Description Response Comments 20.2 Integration Requirements Contractor shall be able to work with outside Contractors to perform data migration,if required by the City Comply 20.3 Integration Requirements Contract will review and comply with the additional data,system and security requirement in Attachment B. Comply City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Data Ticket Reviewer: Date reviewed: 11/14/24 Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing?5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 4 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 200 Best pricing Pricing Matrix TOTAL 420 419 Rate the back-office demonstration - CMS 25 25 All the menus are easy to navigate and the layout is very easy to grasp Rate the back-office demonstration - PMS 25 25 Rate the enforcement handheld demonstration 50 45 Very easy to understand and makes sense to our officers. TOTAL 100 95 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Phoenix Group Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 0 Pricing Matrix TOTAL 420 220 Rate the back-office demonstration - CMS 0 0 Disqualified from 2nd round due to highest price Rate the back-office demonstration - PMS 0 0 Rate the enforcement handheld demonstration 0 0 TOTAL 0 0 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Turbo Data Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration? 5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing? 20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 100 Pricing Matrix TOTAL 420 320 Rate the back-office demonstration - CMS 25 15 Navigation took me a little longer to wrap my head around- lots of info on each screen. Lots of different screens to navigate. Didnt like it was a different system for appeals Rate the back-office demonstration - PMS 25 25 Rate the enforcement handheld demonstration 50 25 Could not do a live demo due to system crash- I like the sticky picture feature and location features TOTAL 100 65 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Data Ticket Reviewer: Date reviewed: 11/14/24 Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 Real-time integration 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal? 5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 Real time with DMV and between devices. SOS. 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 4 Easy fields 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 Franchise tax board 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 Auto payment plans 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 200 Pricing Matrix TOTAL 420 415 Rate the back-office demonstration - CMS 25 25 Rate the back-office demonstration - PMS 25 25 Rate the enforcement handheld demonstration 50 50 TOTAL 100 100 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Phoenix Group Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements? 10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS) 2. Citation Management System Does the proposal meet the requirements? 5 5 2. Citation Management System Does the proposal meet the requirements for software? 5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans? 5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication? 5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration? 5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal? 5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting? 5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software) 14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software? 20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing? 20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements? 10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal? 10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting? 10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements? 5 5 18. Project Management Does the proposal meet the training requirements? 5 5 19. Training Does the proposal meet the integration requirements? 10 10 20. Integration Requirements Rate other CMS services proposed. 5 5 21. Other CMS Services Rate other PMS services proposed. 5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing. 200 133 Pricing Matrix TOTAL 420 353 Rate the back-office demonstration - CMS 0 0 Rate the back-office demonstration - PMS 0 0 Rate the enforcement handheld demonstration 0 0 TOTAL 0 0 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Turbo Data Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans? 5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration? 5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal? 5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 Processed in two business days 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 Real-time data sharing. Shared Chalking 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software? 20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing? 20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal? 10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements? 5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 100 Pricing Matrix TOTAL 420 320 Rate the back-office demonstration - CMS 25 15 Rate the back-office demonstration - PMS 25 15 Rate the enforcement handheld demonstration 50 25 TOTAL 100 55 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Data Ticket Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work?10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing?5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing?5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds?20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 19 Postmarking not available 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services?5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City?5 5 23. Other Services Does the proposal meet the data, security and system requirements?20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 200 Lowest price Pricing Matrix TOTAL 420 419 Rate the back-office demonstration - CMS 25 25 Love the ease and use of the system Rate the back-office demonstration - PMS 25 25 System is customizable and appears to be easy to use Rate the enforcement handheld demonstration 50 50 Easy to use system, love auto fill features with LPR or prior cites, DMV look up is great, placard look up will be great tool TOTAL 100 100 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Phoenix Group Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work?10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing?5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing?5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds?20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services?5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 5 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City?5 5 23. Other Services Does the proposal meet the data, security and system requirements?20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing. 200 0 Disqualified from 2nd round due to highest price Pricing Matrix TOTAL 420 215 Rate the back-office demonstration - CMS 0 0 Rate the back-office demonstration - PMS 0 0 Rate the enforcement handheld demonstration 0 0 TOTAL 0 0 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Turbo Data Reviewer: Date reviewed: Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 4 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 4 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds?20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 19 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 9 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 100 2nd in pricing Pricing Matrix TOTAL 420 316 Rate the back-office demonstration - CMS 25 10 Don't like separate systems Reporting must be created by TD, not customizable by us. Appeal system seems clunky and confusing Analytics are cool, unknown how much will be used Rate the back-office demonstration - PMS 25 10 Permit system looks very similar to IPS - lots of separate screens Rate the enforcement handheld demonstration 50 25 Unable to complete live demo due to system wide crash - Recording revied, Don't like that all information for cite is not displayed on one screen, LPR scan is nice feature TOTAL 100 45 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Data Ticket Reviewer: Date reviewed: 12/3/24 Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements? 10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work? 10 10 B.1. Contractor minimum requirements Citation Management Software (CMS) 2. Citation Management System Does the proposal meet the requirements? 5 5 2. Citation Management System Does the proposal meet the requirements for software? 5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans? 5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication? 5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration? 5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal? 5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing? 5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting? 5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing? 5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software) 14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds? 20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software? 20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing? 20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements? 10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal? 10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting? 10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services? 5 5 17. Warranty and Support Services Does the proposal meet the project management requirements? 5 5 18. Project Management Does the proposal meet the training requirements? 5 5 19. Training Does the proposal meet the integration requirements? 10 10 20. Integration Requirements Rate other CMS services proposed. 5 5 21. Other CMS Services Rate other PMS services proposed. 5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City? 5 5 23. Other Services Does the proposal meet the data, security and system requirements? 20 5 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing. 200 200 Pricing Matrix TOTAL 420 405 Rate the back-office demonstration - CMS 25 25 Backend system flowed well. Easy to use. Rate the back-office demonstration - PMS 25 25 Very flexible to make it fit our needs. Rate the enforcement handheld demonstration 50 50 easy to use and many great features. TOTAL 100 100 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Phoenix Group Reviewer: Date reviewed: 12/3/24 Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work?10 10 B.1. Contractor minimum requirements Citation Management Software (CMS)2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing?5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing?5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds?20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services?5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City?5 5 23. Other Services Does the proposal meet the data, security and system requirements?20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 0 Too expensive.Pricing Matrix TOTAL 420 220 Rate the back-office demonstration - CMS 0 0 Rate the back-office demonstration - PMS 0 0 Rate the enforcement handheld demonstration 0 0 TOTAL 0 0 City of SLO Parking Rate Study Proposals Citation and Permit Management Vendor: Turbo Data Reviewer: Date reviewed: 12/3/24 Question Possible Score Reviewers Score Reviewer Comments As described in the RFP Is the proposal complete, including all required elements?10 10 F. Proposal Content Individuals involved with the project? 5 5 F. Proposal Content Does the proposal demonstrate the experience required for the scope of work?10 10 B.1. Contractor minimum requirements Citation Management Software (CMS) Meets all the requirements but CMS does not flow well.2. Citation Management System Does the proposal meet the requirements?5 5 2. Citation Management System Does the proposal meet the requirements for software?5 5 3. CMS Software Requirements Does the proposal meet the requirements for payment plans?5 5 4. CMS Payment Plans Does the proposal meet the requirements for adjudication?5 5 5. CMS Adjudication Does the proposal meet the requirements for DMV integration?5 5 6 and 7. CMS DMV Integration And Split Plate Logic Does the proposal meet the requirements for the customer portal?5 5 8. CMS Customer Portal Does the proposal meet the requirements for mail-in payment processing?5 5 9. CMS Mail-in Payment Processing Does the proposal meet the requirements for reporting?5 5 10. CMS Reporting Does the proposal meet the requirements for financial processing?5 5 11. CMS Financial Processing, Bank Cards, Adjustments Citation Issuance (Device and Software)14. CMS Citation Issuance Devices & Software Does the proposal meet the requirements for enforcement handhelds?20 20 14.1 Enforcement Handhelds Does the proposal meet the requirements for issuance software?20 20 14.2 Citation Issuance Software Citation Noticing, Correspondence, and Collections 15. CMS Noticing, Correspondence, and Collections Does the proposal meet all the requirements for noticing?20 20 15. CMS Noticing, Correspondence, and Collections Permit Management System 16. Permit Management System Does the proposal meet the minimum key requirements?10 10 16.1 Key Requirements Does the proposal meet the requirements for customer portal?10 10 16.2 PMS Customer Portal Does the proposal meet the requirements for reporting?10 10 16.3 PMS Reporting Does the proposal meet the requirements for warranty and support services?5 5 17. Warranty and Support Services Does the proposal meet the project management requirements?5 5 18. Project Management Does the proposal meet the training requirements?5 5 19. Training Does the proposal meet the integration requirements?10 10 20. Integration Requirements Rate other CMS services proposed.5 5 21. Other CMS Services Rate other PMS services proposed.5 5 22. Other PMS Services Are there any other added services proposed that will add value to the City?5 5 23. Other Services Does the proposal meet the data, security and system requirements?20 20 Attachment B - Data, Security, and System Requirements Rate the proposals on pricing.200 66 Pricing is high.Pricing Matrix TOTAL 420 286 Rate the back-office demonstration - CMS 25 20 too much info and there are two different systems. Rate the back-office demonstration - PMS 25 15 too much info and too many steps to get where you want to go. Rate the enforcement handheld demonstration 50 25 too many steps to cite a vehicle. TOTAL 100 60 Proposal Review Reviewer Total Total Possible Score Data Ticket 419 415 419 405 1658 1680 Pheonix 220 353 215 220 1008 1680 Turbo Data 320 320 316 286 1242 1680 Demo Ranking Reviewer Total Total Possible Score Data Ticket 95 100 100 100 395 400 Turbo Data 65 55 45 60 225 400 `