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Bid #2410-001 - Parking Citation and Permit Management System
Electronically Submitted on 11/08/2024
CONFIDENTIAL INFORMATION DISCLAIMER
This proposal contains certain confidential and valuable information in the form of ideas, knowledge, concepts, processes, plans, and trade
secrets that belong to Turbo Data Systems, Inc. In accordance with the California Public Records Act, this confidential information shall not
be disclosed outside the agency. It shall not be duplicated, used, or disclosed in whole or part for any purpose except in the procurement
process. Confidential information in this document is noted on each applicable page or image. Severe 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 we can participate in any disclosure
discussions.
Turbo Data
Systems, Inc.
Premier Parking Citation
Processing Solutions
1551 N Tustin Ave
Suite 950
Santa Ana, CA
92705-8634
T: 714.573.5757
F: 714.573.0101
210 N. 4th Street
Suite 150
San Jose, CA
95112-5569
T: 408.971.1238
F: 408.918.0973
www.turbodata.com
November 8, 2024
RE: RFP for PARKING CITATION AND PERMIT MANAGEMENT SYSTEM
Turbo Data Systems, Inc., (TDS) is pleased to present our proposal for services to the
City of San Luis Obispo.
TDS has been a constant in the California Parking Industry for 35 years for two primary
reasons, service and results. We provide customized, unified, fully integrated products
and solutions that are proven to be very cost effective and user friendly. We consistently
collect high revenue percentages for our customers. TDS utilizes NLETS (to retrieve out-
of-state registered owner information), Franchise Tax Board collection, and ICS collection
notices to do this. We achieve 85-95% revenue collections for clients utilizing all collection
options.
Our ticketPRO Mobile solution provides real-time access and sharing of citations and
photos for the city and the public. The enforcement software was developed with input
from California parking officers throughout the State and provides a fast, easy and
efficient enforcement experience. ticketPRO Mobile is fully integrated with our
getaPERMIT residential permit solution which presents many benefits to the city and the
public.
TDS is a 100% woman-owned company, and we are a certified State of California small
business serving over 150 California municipalities and colleges. Most of our customers
have remained with TDS for well over 20 years. I encourage you to consult with our
references on our unmatched level of service.
A major component for client retention is a direct result of our experienced, responsive
customer service staff. The average tenure of our key team is over 20 years. TDS
personnel are experts on everything related to parking and the California Vehicle Code.
We look forward to this opportunity to work with the City of San Luis Obispo.
Sincerely, Roberta J. Rosen President
Turbo Data Systems, Inc. City of San Luis Obispo
3
Table of Contents
1. Cover Letter ....................................................................................... 2
Proposer Form .................................................................................... 4
2. Qualifications .................................................................................... 6
3. References .......................................................................................... 8
4. Proposed Team ................................................................................................ 10
5. Work Program .................................................................................. 14
6. Implementation Plan ............................................................................ 14
7. CPMS Administration and Security ........................................................ 18
8. Citation Management System (CMS) .................................................... 21
9. Citation Issuance Hardware and Software .............................................. 29
10. Permit Management System (PMS) ..................................................... 33
11. Customer Portal / Website .................................................................... 39
12. Customer Service Center / Processing .................................................. 41
13. System Testing, Acceptance, and Training ............................................. 44
14. Warranty, Maintenance, and Customer Service ...................................... 45
15. Technical Compliance Matrix ............................................................... 46
16. Cost Proposal Workbook ...................................................................... 46
Turbo Data Systems, Inc. City of San Luis Obispo
4
PROPOSAL SUBMITTAL FORM
The undersigned declares that she or he:
• Has carefully examined Bid #2410-001 - Notice Requesting Proposals for a Parking Citation and
Permit Management System, which is hereby made a part of this proposal.
• Is thoroughly familiar with its contents.
• Is authorized to represent the proposing firm.
• Agrees to perform the work as set forth in this proposal.
Certificate of insurance attached; insurance company’s A.M. Best rating: See Attached Certificate.
Firm Name and Address
TURBO DATA SYSTEMS, INC.
1551 TUSTIN AVENUE SUITE 950
SANTA ANA CA 92705
Contact ROBERTA ROSEN Phone 714-573-5757
Signature of Authorized Representative
Date November 8, 2024
Turbo Data Systems, Inc. City of San Luis Obispo
5
Turbo Data Systems, Inc. City of San Luis Obispo
6
Qualifications
Turbo Data Systems, Inc. (TDS) proposes to provide the City of San Luis Obispo with a comprehensive
and flexible processing and management solution for citation services and permit management.
Recognizing the benefits of having a vendor/partner who will handle all your needs efficiently and
effectively while increasing collections and improving customer service is essential. Our reputation for
excellent customer service and technologically advanced services is a benefit our customers and the
public have come to appreciate and expect.
List of our diverse products and services:
Full line of Services: Cloud Services:
• Parking Citation Processing
• Admin Citation Processing
• Permit Management and Fulfillment
• Traffic Citation Processing
• Online - Paperless Appeals
• Administrative Adjudication Services
• Interactive Voice Response System
• Internet Credit Card Payments & Info
• Notice/Correspondence
• Cashiering Systems
• Banking Services
• Special Delinquent Collections
• Franchise Tax Board Collections
• CA DMV Interface
• NLETS Interface – Out-of-state
• Digital Archiving
• ticketPRO™ Web Customer Citation Portal
• ticketPRO™ Web Services API
• ticketPRO™ nFORCER Parking
• ticketPRO™ nFORCER Traffic
• ticketPRO™ nFORCER Code
• ticketPRO™ Reporter
• pticket.COM Public Payments & info
• eAppealsPRO Web Contesting
• reportNet Digital Online Reports
• turboINSIGHTS Dashboard
• fieldTRACKER Locate and Monitor
• notifyLPR ALPR Integration
• getaPERMIT Management Portal
• Partner Integrations
• Court Integrations
• RMS Integrations - RIMS
The difference between processing agencies will become apparent with our customer service, which is not
always easy to quantify:
• Is there always someone available to take citizen calls during business hours?
• Are citizens treated with respect when contacting the call center?
• Is information provided by the system accurate and up to date?
• Are client requests completed promptly?
• Are phone calls and emails addressed quickly and efficiently?
All these items are priorities at TDS. We represent the client and do not take that responsibility lightly.
Turbo Data Systems, Inc. City of San Luis Obispo
7
History
Turbo Data Systems, Inc. (TDS) has been a leading service provider for citation processing in California
since 1985. We are a privately held company with two offices and over thirty employees to serve our
California clients effectively. Our Corporate headquarters is in Santa Ana, California. Our northern California
office, the Office of Parking Violations (OPV), is in San Jose, within walking distance of San Jose City Hall.
TDS is 100% woman-owned and a certified small business in California. It serves over 150 California
municipalities and colleges. Our clients have experienced TDS's reliable, flexible, and innovative solutions.
TDS parking customers range in size and issue 500 to 250,000 citations annually. Parking citations are
processed according to the California Vehicle Code and local municipal code.
Turbo Data's History Timeline
• 1985 – Turbo Data Systems, Inc. founded.
• 1985 – Roberta J. Rosen was CEO/President of TDS and is still today.
• 1993 – TDS offers adjudication services with notices integrated into the citation system.
• 1996 – TDS adds delinquent collections for parking citations through Innovative Collection Services.
• 1998 – TDS opens a second office in San Jose to service Northern California customers.
• 2001 – Online credit card payments for the public through pticket.com.
• 2003 – Agency Reporting made available online through the TDS Parking Portal.
• 2005 – ticketPRO Mobile is introduced. Handhelds are fully serviced and supported by TDS.
• 2006 – Franchise Tax Board Collections added as a TDS service.
• 2007 – eAppeals Online appeals for the public. Reviews/decisions entered online.
• 2008 – TDS adds Administrative Citation Processing Services and Collections.
• 2010 – eAppealsPRO: Cloud-based Agency Custom Review of Online and Mailed-in appeals
• 2012 – Nlets approves TDS to become a strategic partner.
• 2012 – ticketPRO mobile: Smartphone, Always-Connected, real-time citation issuance.
• 2015 – getaPERMIT Parking Permit Management.
• 2016 – eCitations for moving violations.
• 2017 – eCitations for Admin/Code Enforcement violations.
• 2018 – Electronic Fare Evasion issuance with ticketPRO Mobile and nFORCER hardware.
• 2019 – Turbo Insights Analytics Dashboard.
• 2020 – Field Tracker Mapping- Locate and Dispatch.
• 2021 – RIPA Racial & Identity Profiling App and services
• 2022 – ticketPRO Parking for iOS.
• 2023 – getaPERMIT Dashboard
Turbo Data Systems, Inc. City of San Luis Obispo
8
References
Proprietary and Confidential
Do not Distribute
City of San Jose
Elias Khoury
Department of Transportation
(408) 975-3707
Elias.khoury@sanjoseca.gov
200 East Santa Clara Street, 7th Floor
San Jose, CA 95113
The City of San Jose joined TDS in 1998. They issue over 210,0000 citations and over
10,000 parking permits annually.
Citation Processing ticketPRO mobile ticket writers
Permit Management + Vigilant ALPR Innovative Collection Services
Credit Card Payment Processing Franchise Tax Board Services
Adjudication with eAppealsPRO
City of San Bruno
Jeremy Brandenburg
Captain / Police Department
(650) 616-7113
jbrandenburg@sanbruno.ca.gov
1177 Huntington Avenue
San Bruno, CA 94066
The City of San Bruno has been with TDS since 1999. The city averages 20,000
issued citations and 5,000 parking permits annually.
Citation Processing ticketPRO mobile ticket writers
Out-of-state Citation Processing Innovative Collection Services
Adjudication with eAppealsPRO Permit Management + Genetec ALPR
City of Newport Beach
Janine Williamson
Fiscal Specialist/Finance Department
(949) 644-3142
jwilliamson@newportbeachca.gov
100 Civic Center Dr.
Newport Beach, CA 92660
Newport Beach contracted with TDS in 2016. Before joining TDS, the city used four separate
processing companies to complete their parking processing. After a thorough review and multiple
interviews, TDS was chosen among 12 major processing vendors. The city averages over 64,000
parking citations and 5,000 permits annually.
Permit Management + Genetec ALPR ticketPRO mobile ticket writers
Citation Processing Adjudication with eAppealsPRO
Out-of-state Citation Processing Innovative Collection Services
Administrative Citation Processing Franchise Tax Board Services
Credit Card Payment Processing
Turbo Data Systems, Inc. City of San Luis Obispo
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Proprietary and Confidential
Do not Distribute
City of Menlo Park
Tracy Weber
Communications and Records Manager
(650) 330-6313
taweber@menlopark.gov
701 Laurel St.
Menlo Park, CA 94025
The City of Menlo Park joined TDS in 2012. Annual citation issuance is just under 10,000 and
5,000 permits issued annually.
Citation Processing ticketPRO mobile ticket writers
Permit Management Innovative Collection Services
Credit Card Payment Processing Franchise Tax Board Services
Adjudication with eAppealsPRO
Mountain View
Mary Flores
Department of Transportation
(650) 903-6745
Mary.flores@mountainview.gov
1000 Villa St.
Mountain View, CA 94041
Mountain View joined TDS in 2012. The city issues an average of 8,000 citations annually.
Citation Processing Adjudication with eAppealsPRO
Credit Card Payment Processing Innovative Collection Services
Los Altos
Jennifer Tannous
Police Department
(650) 947-2698
jtannous@losaltosca.gov
Michael Taylor
Sergeant/Police Department
(650) 947-2721
mtaylor@losaltosca.gov
Anthony Carnesecca
(650) 947-2620
aCarnesecca@losaltosca.gov
1 N. San Antonio Road
Los Altos, CA 94022
Los Altos has been with TDS since 2019. The city issues an average of 2,000 citations and
2,500 parking permits annually.
Citation Processing Adjudication with eAppealsPRO
Credit Card Payment Processing Innovative Collection Services
Permit Management
Turbo Data Systems, Inc. City of San Luis Obispo
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Proposed Team
Team Organization Chart
Turbo Data Systems, Inc. Corporate Officers and Key Personnel are fully proficient in our services and
systems and parking processing requirements in California. Our key staff's average years of experience in
the parking industry are over 20 years each.
Proprietary and Confidential
Do not Distribute
Project manager for the City of San Luis Obispo:
Elie Sleiman
Vice President/Chief Technology Officer
Alternative project manager for the City of San Luis Obispo:
Doug Amos
Client Services Manager
****************
Turbo Data Systems, Inc. City of San Luis Obispo
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Corporate Officers
Roberta J. Rosen
President and Owner
Chief Executive and Liaison
Ms. Roberta Rosen is the President and owner of Turbo Data Systems, Inc. She has
been the President of Turbo Data Systems, Inc. since its incorporation in 1985. She
serves as the chief executive officer for TDS and liaises with clientele management.
Under Ms. Rosen's direction, the company has expanded its services and technology offerings. Those
services include payment processing services, out-of-state collections, Interactive Voice Response System
developments and installations, various computer system platform migrations, and the development and
implementation of a web-based parking citation information and payment processing system. In addition to
the administrative responsibilities of the corporation, she has been responsible for overseeing parking citation
processing projects during system conversions and implementations. Major accounts and management
experience include the Tri-Cities/Westside Cities Joint Database Project, the addition of the Administrative
Adjudication Process to the Parking Citation Collection System, and the addition of a fully staffed processing
center in San Jose with a full-service walk-up payment center. Before her work with Turbo Data Systems, Ms.
Rosen was in the Information Technology field, working with an international oil drilling and exploration
company on their material requisition systems. Ms. Rosen is a Cal State Long Beach graduate where she
completed a bachelor’s degree in business administration. She has over 30 years of experience providing
service and innovative solutions to the corporate environment, municipalities, and universities.
Elie M. Sleiman
Vice President
Chief Technology Officer
Mr. Elie Sleiman is Turbo Data Systems, Inc.'s Vice President and Chief Technology
Officer. He graduated from Coleman University, San Diego, in 1981 with a computer
science degree. Mr. Sleiman worked for Turbo Data Systems from 1986 through 1991,
developing systems still in place today. In November 2002, he rejoined Turbo Data
Systems to assist with its ongoing growth and development and has been involved in
every aspect of the company, particularly systems and operations.
The development of our most recent technology solutions has been under the direct supervision of Mr.
Sleiman. These systems include getaPERMIT Permit Management, ticketPRO Mobile enforcement for
Moving violations and Code Enforcement, turboINSIGHTS Dashboard Analytics Reporting. In addition to the
above systems, Mr. Sleiman is also responsible for partner integration efforts that bring more solutions and
options for our customers. He has an extensive information technology and customer service background
spanning over 35 years. Before rejoining Turbo Data Systems in 2002, Mr. Sleiman worked with Prudential
Real Estate Affiliates in various technical and management capacities. Tasks and projects include MIS
management, security and controls, disaster recovery/business continuity planning, customer service, help-
desk management, and supporting in-house and field personnel for over 11 years.
Proprietary and Confidential
Do not Distribute
Turbo Data Systems, Inc. City of San Luis Obispo
12
Key Associates
Doug R. Amos
Client Services Manager Primary Liaison
Doug Amos is the Client Services Manager. He serves as the primary liaison for our
existing clients and manages the daily service functions of the Santa Ana office.
Mr. Amos’ duties include project management, client acquisition and retention, company marketing and
systems research, design, and development. He conducts online and onsite training for our ticketPRO Mobile
and ticketPROweb back-office solutions. Client support includes training, customer change requests, Vehicle
Code regulations and adherence, Franchise Tax Board services assistance, and new client onboarding. Mr.
Amos has significantly contributed to our eAppealsPRO, ticketPRO Mobile, and getaPERMIT applications.
He annually attends industry-hosted conventions, including CMPA, CACEO, CSFMO, and CPOA. Mr. Amos
stays current through parking industry training sessions on DMV, new Legislative Laws, Hearing examiner
training, and new technologies for parking enforcement.
Mr. Amos has over 20 years of experience in management, sales, and personnel, including extensive sales
and marketing experience. His educational background is in electrical engineering, and he attended Cal State
University of Fullerton.
Denise Ortega
Client Services Acquisition and Retention
Denise Ortega is a member of our Client Services team. Her responsibilities are client
support, acquisition and retention, company marketing and systems training, and
managing Permit Support. She has over 25 years of customer service experience and over
17 years of experience in the parking industry.
Ms. Ortega is experienced in onboarding clients and program implementation, ongoing account
management, monitoring contract compliance and renewals, writing bids and proposals, and software
application training. She assists with new client presentations and training. She received Hearing Examiner
Training at CPPA. She is our DMV liaison and manages and helps with all agency DMV PARC codes. She
also handles the Franchise Tax Board annual agency sign-ups, FTB resolutions, and weekly updates to the
Franchise Tax Board. In addition, Ms. Ortega handles all client set-up and implementation for our
getaPERMIT online permit system.
Proprietary and Confidential
Do not Distribute
Turbo Data Systems, Inc. City of San Luis Obispo
13
Ryan Sleiman
Customer Service and Operations Manager
Ryan Sleiman is Turbo Data’s Customer Service and Operations Manager. He manages
the call center and customer service staff and overseeing operational activities.
Mr. Sleiman’s duties include hiring, developing, mentoring, and training staff for the customer service and
operations team. Mr. Sleiman is directly involved with customers, supporting data reporting and analytics.
Mr. Sleiman’s previous experience includes call center management and logistics. He attends industry-
related professional training classes and events. He has a bachelor’s degree in finance from Chapman
University and has been with TDS since 2015.
Bianca Moreno-Cruz
OPV Office Manager
Bianca is the Office Manager for our San Jose office.
In addition to managing operations in northern California, including the Office of Parking Violations, she is
the primary liaison for our existing clients in the north. She coordinates the marketing efforts in that region.
Her duties include hiring, developing, mentoring, and retaining staff for our San Jose operations. She works
closely with upper management to implement efficiency improvement ideas and process improvement
initiatives, including implementing and supporting technological solutions. Bianca supervises the day-to-day
activities of all operations, including data entry operations, cashiering, customer service center, payment
processing and banking, administrative adjudication processes, incoming and outgoing mail, and customer
calls. She has been with TDS since 1999.
Sharon A. Watroba
Project Manager
Technical Installation Support
Sharon Watroba serves as the project manager for the development group and
provides technical and installation support.
Since 1990, she has worked out of our corporate office in Orange County and has maintained and developed
technical solutions for the company. Ms. Watroba has put extensive analysis and development effort into
keeping the citation system current with the new features and enhancements implemented over the years.
Ms. Watroba's roles include Program Maintenance and Development, Database Management, Processing
Support, Technical Training and Support, In-House Technical Support, and Server Management.
Proprietary and Confidential
Do not Distribute
Turbo Data Systems, Inc. City of San Luis Obispo
14
Work Program
TDS has an extensive experience with data conversions. We have been extremely successful with bringing in data from
your current for multiple projects. We take all measures necessary to allow for a smooth and simple transition for the
city. Managing the scope of a project like this is based on our Implementation Plan, which is outlined below. We have
managed many projects like this, including conversions from your current vendor. Our team is very experienced with
these projects.
CMS Transition
The current contractor will provide test data files with a dictionary/definition at least two weeks before the
new launch date. We can provide a Dropbox or an SFTP login to upload the files.
Master tables and miscellaneous information for:
• Fine/bail schedule, including penalties
• Officer roster
• The number of notices mailed per citation
• The data will be analyzed and imported into a development environment.
• Data issues will be identified and reported with the new CMS.
• The live conversion will occur the day before the new launch date.
Implementation Plan:
TURBO DATA SYSTEMS, INC. IMPLEMENTATION PLAN
System Service Calendar Days to Completion
CITATION MANAGEMENT SYSTEM (CMS) 45-60 Days to go Live
HANDHELD CITATION ISSUANCE SYSTEM (HCIS)
Within 45 Days
Timeline based on product availability due to current supply constraints
PERMIT MANAGEMENT SYSTEM (PMS) 45-60 Days to go live
CITATION MANAGEMENT SYSTEM (CMS) IMPLEMENTATION
Required
Participants
Item
Projected Start
Date
Estimated
Duration
Days
Projected
Completion
Date
TDS
SAN LUIS OBISPO
Sign Contract and determine Go Live Date Prior to
1/2/2025
0 Prior to
1/2/2025
TDS
SAN LUIS OBISPO
Schedule Kick-off Meeting Prior to
1/2/2025
1 Prior to
1/2/2025
CMS Implementation Start Date:
TDS
SAN LUIS
OBISPO
Kick-off Meeting
Introductions, Key Contacts, Project Managers
CMS Implementation Review
Overview of existing ticketPRO services/software
Review Citation notice, penalty, and collection timeline
Confirm Banking process and access
Set milestones and completions timelines
Confirm all hardware deliverables and criteria for completion
1/7/2025 1 1/7/2025
Turbo Data Systems, Inc. City of San Luis Obispo
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SAN LUIS
OBISPO
TDS
Review/Modify/Order manual citations
City to order; TDS will assist with proof changes
1/2/2025 40 2/15/2025
SAN LUIS
OBISPO
DMV
TDS
Vendor transition item
City to complete online DMV PARC Code forms
TDS and DMV will assist with PARC transition
1/3/2025 30 2/2/2025
SAN LUIS
OBISPO
PRIOR VENDOR
TDS
Vendor transition item
City to obtain Test Citation Data from prior vendor
TDS to provide FTP drop site for citation data files
1/3/2025 5 1/8/2025
SAN LUIS
OBISPO
PRIOR VENDOR
TDS
Vendor transition items
Confirm processing cutoff dates with prior vendor
Determine cutoff for sending manual/electronic citations to prior vendor
Establish new P.O. Box address for mailed processing
1/3/2025 1
1/3/2025
SAN LUIS
OBISPO
Provide violation/ fine schedule to TDS
Include penalties, NSF fees, other fees
1/3/2025 5 1/8/2025
SAN LUIS
OBISPO
Provide list of back office and front desk/cashier users to TDS
TDS will set security role options (enter payments; dismiss/reduce, etc.)
1/3/2025 7 1/10/2025
TDS Import/test citation data from prior vendor
Create test conversion data & develop conversion program
1/8/2025 15 1/23/2025
TDS Enter fine schedule, officers, and user roles into ticketPRO
Setup notice scheduling and standard reports
Assign agency call center phone number and payment PO box
1/9/2025 5 1/14/2025
TDS
SAN LUIS OBISPO
Review and approve custom notice text 1/13/2025 3 1/16/2025
TDS
SAN LUIS OBISPO
Conference Call to review implementation milestones
Discuss coordination of administrative hearings
1/15/2025 1 1/15/2025
TDS Setup online website for payment and information (pticket.com)
Test Public online payments (pticket.com) and Phone (IVR) payments
1/16/2025 4 1/20/2025
TDS ticketPRO Parking Database ready 1/21/2025 1 1/21/2025
TDS TDS setup phone/IVR and online payment merchant 1/22/2025 7 1/29/2025
TDS
SAN LUIS
OBISPO
Meeting/Call on Implementation Milestones
Confirm Status: Remote Bank Deposit access
Schedule Date for web training of Agency office/cashier staff
Confirm new Citation stock delivery status
1/24/2025 1 1/24/2025
TDS Setup Adjudication controls, processing parameters and users
Setup scheduled jobs for Agency Citation Database
1/27/2025
2 1/28/2025
TDS Pticket.com and Phone (IVR) ready for processing
1/29/2025 2 1/30/2025
TDS
SAN LUIS OBISPO
Training Date for CMS
Online training is available by department and/or individual
Additional training as needed
2/4/2025 1 2/4/2025
SAN LUIS
OBISPO
PRIOR VENDOR
Prior Vendor Processing Cutoff
Final complete data files from prior vendor delivered to TDS
Forward all unprocessed vendor items to TDS PO BOX
2/10/2025
or
TBD
1 2/10/2025
or
TBD
TDS Load Converted Data with final complete data file
2/15/2025 3 2/18/2025
TDS ticketPRO CMS ready for parking processing
.
2/15/2025 1 2/15/2025
TDS Pticket.com and Phone/IVR activated for public
2/15/2025 1 2/15/2025
Turbo Data Systems, Inc. City of San Luis Obispo
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HANDHELD CITATION ISSUANCE IMPLEMENTATION (HCI)-ticketPRO Mobile
Required
Participants
Item
Projected Start
Date
Estimated
Duration
Days
Projected
Completion
Dates
TDS
SAN LUIS OBISPO
Sign Contract and determine Go Live Date Prior to
1/1/2025
0 Prior to
1/1/2025
TDS
SAN LUIS OBISPO
Schedule Kick-off Meeting 1/1/2025 0 1/1/2025
HCI Implementation Start Date: January 1, 2025
TDS
SAN LUIS
OBISPO
Kick-off Meeting
Introductions, Key Contacts, Project Managers
HCI Implementation Review
Overview of ticketPRO Mobile
ALPR interface (if applicable)
Approve new smartphone and printer models
Determine new hardware
1. Quantities for new printers
2. Smartphones quantities from TDS; from SAN LUIS OBISPO
Approve TPM accessories
Set milestones and completions timelines
1/3/2025 1 1/3/2025
TDS Order new TPM hardware (eta based on availability)
Smartphones
Bluetooth Printers
Battery Charging bays/Charging Docks
Additional agency approved accessories
1/7/2025 21 to 28 1/28/2025
to
2/4/2025
TDS Order new TPM supplies
Citation rolls and envelopes
Generic citation rolls available immediately
1/7/2025 21 to 30 1/28/2025
to
2/10/2025
SAN LUIS OBISPO Provide Issuance Lists to TDS (excel)
City Streets and Locations
Violation codes descriptions, fines
Time marked/chalked zones; names and durations
Comments used most often
Repeat offender/Escalating fines if applicable
1/8/2025 7 1/15/2025
SAN LUIS
OBISPO
Provide issuing officer/3rd party list to TDS
Full Name, Badge/ID, Department, Phone/email
1/7/2025 6 1/13/2025
TDS Install TPM software onto new hardware 1/28/2025 5 2/3/2025
TDS Deliver citations and envelopes 2/12/2025 1 2/12/2025
TDS
SAN LUIS OBISPO
Deliver new HCI hardware to agency 2/12/2025 1 2/12/2025
TDS
SAN LUIS OBISPO
Training with PCOs
New ticketPRO Mobile feature training
2/12/2025 1 2/12/2025
Complete HCI implementation complete 2/13/2025 0 2/13/2025
Turbo Data Systems, Inc. City of San Luis Obispo
17
PERMIT MANAGEMENT SYSTEMIMPLEMENTATION (PMS) - getaPERMIT.net
Required
Participants
Item
Projected Start
Date
Estimated
Duration
Days
Projected
Completion
Dates
TDS
SAN LUIS OBISPO
Sign Contract and determine Go Live Date Prior to
1/1/2025
0 Prior to
1/1/2025
TDS
SAN LUIS OBISPO
Schedule Kick-off Meeting Prior to
1/1/2025
0 Prior to
1/1/2025
PMS Implementation Start Date: Jan 7, 2025
TDS
SAN LUIS
OBISPO
Kickoff Meeting
Introduce Project Manager and TDS support contacts for PMS
Identify key City contacts to supply permit data and parameters
Brief demo of getaPERMIT system access for public and City
Confirm required GO LIVE access for Public
High level review of Residential and other City permits
1/7/2025 1 1/7/2025
TDS
SAN LUIS
OBISPO
Permit Meeting with TDS and City contacts review data/parameters needed
from City
Residential Addresses with zone/district information
List of City users for PMS
Detail review and samples of permit types
Permit parameters (price, duration, quantity limits, required documents)
Permit prorating and/or discounts
Replacement/Change fees
Existing permit data (accounts, name/addresses, vehicles, permit numbers)
1/8/2025 1 1/8/2025
SAN LUIS
OBISPO
Order Permit Supplies for Physical Hangtags/Decals 1/8/2025 45 2/21/2025
TDS Configuration of PMS
Create permit types with parameters
Import Address/Zone data
Determine City and TDS permit stock inventory
Permit inventory stock provided by City to TDS
Obtain FAQ permit information from City
Setup custom PMS page text for agency
1/9/2025 21 1/30/2025
TDS PMS testing and final setup (Residential Permits)
Confirm issuance by type, zone, permit sequence
Create and confirm permit fulfillment letter design with City
Assign payment merchant to agency in PMS
2/3/2025
10 2/13/2025
TDS
SAN LUIS OBISPO PMS training for agency users 2/17/2025 1 2/17/2025
SAN LUIS OBISPO Staging/Sandbox PMS available to City Staff 2/18/2025 10 2/28//2025
SAN LUIS OBISPO Activate Public Access to PMS on City website 3/1/2025 1 3/1/2025
PERMITS
Complete PMS Residential permits ready for public 3/1/2025 0 3/1/2025
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CPMS Administration and Security
Hardware & Software
Turbo Data Systems servers are hosted in a secure data center. Access to all applications is browser-
based. All components needed to support applications, APIs for mobile apps, and vendor integration
are hosted in a private cloud. There are no requirements for an on-premises server or hardware.
Hardware to support mobile enforcement will depend on the agency’s selection of proposed options.
Turbo Data provides the best available hardware for smartphones and printers. Samsung and Zebra
rugged hardware will be provided for the two-piece option. A Samsung smartphone will be used for
an all-in-one nFORCER device currently used by the traffic team. Verizon, ATT, and 1stNet options
are available based on the best coverage.
Third-Party Integration
Turbo’s ticketPRO platform supports many industry leaders. We offer customers the integration of
various pay-by-plate, pay-by-space, and other parking transaction lookups and validations. These
integrations provide the enforcement team with a seamless way to validate a plate or space in real
time. Officers also have the option to review a list of plates or spaces with a color-coded view showing
vehicles/spaces that have expired or are about to expire. Furthermore, our integration with top ALPR
vendors provides an efficient way to bridge the data collected by the ALPR system with ticketPRO
mobile, making it possible to issue a ticket in a matter of seconds from an ALPR-confirmed hit. The
integration tracks transaction activities that can be used during activation and troubleshooting. Below
is a list of current partners. Should the city require other vendors not listed below, we would be happy
to establish a new partnership and facilitate a new integration.
Partners List
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Existing City Integration
Turbo Data has converted and migrated many agencies into Turbo customers. This experience will
improve the speed and accuracy with which we can successfully convert San Luis Obispo’s parking
data. Turbo will work with the San Luis Obispo team to determine the requirements for permit data
conversion.
Turbo Data fully integrates with Genetec Security Server/AutoVu. We provide access to a Genetec-
specific API to handle ALPR hits and permit data exchange to refresh permit data for enforcement.
We will provide the endpoint and necessary security keys and tokens for an easy and quick setup.
We can also provide a staging environment for testing and validation.
IPS integration is also available. Turbo’s ticketPRO Mobile enforcement app makes it easy to check
transactions for a specific plate or space upon entry automatically. This ensures that each plate is
validated before a citation is issued. The integration also provides a feature to list plates by specific
zones/location as configured in the IPS platform.
One important feature we offer is the ability to support multiple active integrations that can be used in
a desired order. For example, a plate number can be checked against multiple sources, further
empowering the officer by giving them accurate data.
Administration Process
TDS has a strict internal policy regarding the security of information. Access to information is strictly
confined to a select few individuals on a need-to-know basis. Our technology department staff is given
access to systems as needed to service the hardware and software and support our ongoing
operations.
Agency staff access to our systems requires a unique username and password combination. This
access is governed by rules associated with each user’s access level within the applications. Role-
based access control (RBAC) assigns various roles/permissions. Agency-designated personnel
submit requests for new access. All requests are logged and tracked internally. On-demand reports
are available to show users' access, roles, and applications.
IT and security personnel prioritize all efforts to maintain security, protect data, and maintain
compliance. This includes hardening endpoints and following best practices using reputable hardware
and software solutions. Security updates and patches are deployed regularly.
Data Backup
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System backups occur daily and hourly, depending on the critical nature of the data. Additionally,
real-time site-to-site replication is scheduled, offering more assurance of protecting critical data.
Replication can be set up at three different locations between SOCAL and NOCAL. Backups are
scheduled to run automatically, with failed backup alerts sent to IT operations for review and
corrections.
Payment PCI /Security| Multiple merchants | Daily recon
Turbo Data hosts and manages the public payment portal. Each agency is assigned a merchant
number for accurate reporting, isolation, and daily reconciliation. Our e-commerce websites undergo
monthly intrusion detection and prevention (IDS/IPS) tests to ensure that our firewall and web servers
adhere to the Payment Card Industry Data Security Standard (PCI DSS). We also conduct penetration
(PEN) testing to validate further and remedy any reported items. We do not capture or process credit
card information on our sites. The process redirects the visitor to a hosted payment page managed
by the credit card merchant. Upon completion of the payment, the hosted page redirects back to the
payment site, where we log the activity and update the record status.
Network Infrastructure
TDS’ network and security infrastructure provides secure access to all systems, including Agency
access to the TDS-hosted applications, public access, and web services to support mobile and
integrations. A high-speed redundant Internet and power ensure availability and accessibility at all
times. Redundant firewalls and network switches provide automatic failover in case of hardware
failure and Internet link failover in case of circuit failure. Primary access is provided via a Data Center
that offers dependable and highly secure Managed Internet service.
Critical servers are hosted in a which provides the following benefits:
• SD-WAN, Fiber, Ethernet & Wireless
• Cutting Edge Infrastructure
• Fully Redundant, Data Grade Power
• Physical and Network Security
• PCI Compliant & SSAE18
Our Santa Ana corporate office also hosts a redundant server and network to enhance business
operation and availability. TDS takes every measure and precaution to ensure the data is managed
and appropriately protected. We incorporate high-industry-standard security with
data encryption for all our web servers and online systems. Our managed firewalls employ Intrusion
Detection Services (IDS) and intrusion prevention Services (IPS), which are updated hourly with new
signatures and threats.
TDS staff and remote customers must connect via an SSL-Virtual Private Network (VPN) with two-
factor (2FA) authentication for remote access control and support. TDS has a fully virtualized
infrastructure. We have eliminated our physical server footprint and implemented the latest optimized
virtual environment. We have also invested in multi-site SAN technology that provides scalable
storage, high performance, and site-to-site replication to protect our critical servers, data, and backups.
Systems and Network Services
Our core network services are in an SSAE18 Colo-Data center. This is a highly secure off-site facility
designed to withstand major disasters. Our equipment is housed in a controlled environment, which
provides complete physical access lockdown. Furthermore, the redundant power generators, HVAC,
and Internet backup guarantee continuous system operation, data safety, and integrity. Facility
access requires a physical checkpoint and a bio-scan to enter the server/equipment space. TDS’s
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systems are locked in an unshared space, making external access impossible. Video surveillance
cameras are available throughout the facility.
Office Security (Santa Ana & San Jose)
Access cards secure TDS’s offices at the building level, allowing entrance only to specific individuals
outside of regular business hours. Access cards also secure our suites, allowing entrance only at
permissible hours. An intercom system grants access to vendors and visitors after identification by
company staff. Access cards secure our data center, allowing access only to specific individuals. All
entries are logged and reviewed regularly. Our suite is also secured by a monitoring service that
detects entry and motion during off-hours. Surveillance cameras are throughout the facility, with 24-
hour recording and monitoring capability.
Citation Management System (CMS)
Automated Transfer and Upload of Citations
ticketPRO mobile customers enjoy immediately uploading citations as they are written. Errors
detected from automated citation entries (discrepancies in violation amounts, violation codes, lack of
required information, etc.) are reviewed and corrected. Duplicate citation numbers are not entered into
the system. They are reported for investigation. TDS works directly with the city to coordinate and
implement any changes. TDS also accepts electronic transfers for administrative citations. Transfer
files can be scheduled to be received or picked up from the city. Data is reviewed for any
discrepancies, and the city department is contacted for clarification.
Data Entry from Manual Citations
Manual Administrative and Parking citations are forwarded to TDS via mail or scan. All manual
citations are entered into the database within two business days of receipt. All citation transactions
are entered online with tight controls to prevent errors. Each batch of citations is entered into a log for
tracking through the process. The date of receipt and who received it, the data entry operators’ ID,
and the date it was keyed, the count of citations in the batch, the filing person’s ID, and the date it
was filed are all tracked on the log. This citation batch log is updated as the batch goes through the
process. The log is a tool for supervisors to verify that all work is completed promptly. Editing
capability allows corrections for all citation information fields. Manual citations not processed due to
incorrect or missing information are returned to the city for clarification.
Entry of disposition and other non-citation information is also a critical step in the processing cycle.
Citations dismissed by city staff are updated to reflect the reduction or cancellation action that has
been taken. Also, suspensions and extensions are recorded in writing when the city requests them.
Dismissals, suspensions, and extensions are processes that can be performed either by city staff or
by TDS. TDS scans all manual citations and is easily accessible by the city using our ticketPROWeb
and Online Appeals systems. TDS files all hard-copy citations and can provide these documents upon
request by the Agency.
Correspondence Processing
A courier picks up mail weekly from a Post Office Box provided by TDS. The mail is brought to the
San Jose office, where the payments are immediately processed. All information entered is updated in real
time. All mail received at TDS is sorted by category (payments, correspondence, etc.).
Correspondence related to citations is opened and forwarded immediately to the appropriate
department for further investigation by staff experienced in identifying and separating contesting
information from complaints.
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All correspondence is processed within two (2) business days of receipt. Envelopes for all
correspondence are stamped with the date received and kept with the source documents to validate
the posting dates used for processing. Upon receiving unidentifiable payments or incomplete
information from a citizen, TDS staff request additional information or documentation when necessary.
All correspondence mailed to citizens on behalf of the Agency is automatically laser-printed by the
system and documented in the system for future reference.
Vehicle Change of Ownership/Rented Vehicles
Daily updates are performed on citations when a change of ownership or notification of a rental
with bona fide proof is received. All prior name information is kept on the system for historical
reference. Once these updates are made, another notice is mailed to the new responsible party.
Payment Processing
Payments are sorted by postmark date and processed each day. Audit controls are in place to ensure
accountability of all transactions and monies for payment processing, from initial receipt through final
resolution and filing.
TDS staff do all payment processing in-house. Payment batches are balanced and reconciled at three
separate steps of our process. Payments are processed into the system within two (2) business days
of receipt. To reduce the number of refunds required to be processed by the Agency’s finance
department. TDS does not accept duplicate payments or payments attempting to be made toward
citations which are already closed. All payment documents are stored in an easily retrievable format.
They are kept for two years and then periodically shredded.
Unmatched Payments
Our system accepts payments for citations that are not yet in the system. Basic information about the
citation is entered into the database with the payment. Upon receipt of the original citation, the basic
information entered with the payment is compared for accuracy, then merged with the issued citation
and all other data fields are updated.
Partial Payments and Returned Checks
A second notice is mailed for bounced checks (adding a returned check charge to the system
established by the Agency) and for the balance due on partial payments or payment plans. If no
payment is received on these second notices, the system processes the citation through the penalty
phase and additional notifications.
Due Date Extensions
The system can accept suspensions or due date extensions when requested by the Agency. The city
or TDS can enter these upon request.
Payment Plans
TDS has a payment plan to support AB503 legislation. The plan will take into consideration
indigent and non-indigent individuals. Plan requests will be submitted to the Agency for
review/approval/denial. TDS will mail correspondence of the Agency decision. Payment Plans will
support recurring payments, waive fees for indigent, length of plan and minimum payments due. If
a plan defaults prior, the system automatically resumes the citation process (DMV, Collections, etc.).
TDS provides required city specific online information or city link for AB503 indigent payment plans on
pticket.com.
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Depositing of Agency Funds
TDS scans checks and deposits parking funds into the city’s bank account or an escrow established
by TDS for the city. This method is safe, secure, and efficient. If the city chooses to deposit directly
into their account, check scanning hardware and software is provided by the city.
Credit Card Payments
TDS provides a toll-free telephone number for the public to inquire and take credit card payments on
citations. Payments by Credit Card are accepted 24/7. This number is unique for your city. Customized
city agency information is provided when callers reach this service. Pre-recorded, agency information
includes the address for mailing a payment, making a payment over the internet, instructions for
contesting a citation and instructions for correcting equipment violations. Options for reaching a
customer service representative are also available through this system. The system secures immediate
authorization from the processor, with immediate updates to the citation status. All TDS credit card
processing platforms (Web & Phone) are PCI compliant.
For online payments, an email with the payee's unique confirmation number/payment information is
generated on the web. Monies collected are processed into a merchant account established by the
city. TDS performs daily reconciliations to validate all credit card transactions.
Registered Owner Name Retrieval
TDS has a direct online interface with the California Department of Motor Vehicles (DMV) for retrieving
registered owners' names and addresses for California vehicles. Requests for registered owners are
submitted to the DMV each business day. Multiple citations issued under one plate or VIN may have
different registered owners depending on the issue date of the citation. During the name retrieval
process, the vehicle make on file with DMV is obtained and compared with the make from the original
citation. Discrepancies are reported and investigated to ensure the license has been entered correctly.
Upon correction, the citation is again eligible for DMV name retrieval through our automated system.
Also, during the name retrieval process, the full vehicle identification number (VIN) and the registration
expiration date are retrieved and placed on the system. This allows comparing the last four digits of
the VIN on the citation with the VIN from the DMV and the registration expiration date on the citation
with the registration expiration date at the DMV. These are important tools to verify that the license
plate on the citation was recorded properly and that the correct violator is pursued.
When a name and address are not available from the DMV on the first inquiry, multiple attempts are
made until we successfully obtain an R/O or at least nine (9) attempts. Corrections are made when
necessary, and the DMV name retrieval process continues. This process has been successful in
ensuring accuracy and increasing both our DMV Hit Rate and our collection rate.
Updates are conducted on citations when a change of ownership or notification of a rental with
bonafide proof is received. All prior name information is kept on the system for historical reference.
Once these updates are made, another notice is mailed to the responsible party.
Out-of-State Registered Owner Name Retrieval
A Registered Owner inquiry is generated for citations issued to vehicles registered outside California.
TDS currently has agreements to retrieve registered owner information from all DMVs in the United
States, Washington DC, and Canadian Provinces that allow retrieval of registered owner information.
TDS is a strategic partner/member of Nlets (National Law Enforcement Telecommunications System)
like Clets, but on a national basis. Nlets allows electronic access to information on vehicles
registered by owners in all 50 states. Non- California registered owner names are retrieved quickly
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and without delay. All specific out-of-state activities (generation of inquiries, sending inquiries, update
of citation records with name and address information), are functions of the out-of-state process and
happen automatically.
DMV Registration Holds/Releases
TDS can inquire/update DMV records and Disabled Placards on demand based on a request by the
Agency. This eliminates the need for issuing abstracts on closed citations. The DMV is notified each
business day to modify the amount due on citations already on DMV hold that receive a partial
payment. DMV Status Reports are published monthly for citations placed/released from DMV hold. A
report of payments made at the DMV is provided to the Agency for reconciliation.
Custom Notices and Letters
Our professionally printed notices are printed in color and were designed for ease of reading and
providing important information to the public, as well as containing all information required by the
California Vehicle Code. Our notices meet all current requirements for size, proportion and weight as
defined by the USPS.
All notices, letters, and postage are provided by TDS and mailed using first-class mail. Parking and
Administrative violation notices are mailed based on their Agency-determined schedule. DAC and
Lugo violation notices are sent to both violators and owners when they are separate individuals. All
mailings are imprinted with the post-net barcode and FIM markings as requested by the USPS.
Using the Postal Service National Change of Address (NCOA) database allows TDS to ensure
the most rapid and accurate delivery of notices.
This feature allows the new address of respondents that have moved (and filed a notice with the
USPS) to be directly printed on the notice form as it is mailed, to eliminate the time delay normally
encountered by the mail piece going to the old address, getting a forwarding sticker, and then
going to the new address. Mail returned as undeliverable is tracked and identified as returned mail on
the inquiry screen. All notices contain information required by the California Vehicle Code or Agency
Municipal Code.
A unique feature of our system is the ability to modify the agency-specific text printed on the notice.
This allows the Agency the flexibility to change the text should policies or procedures change (e.g.,
hours of operation, etc.).
TDS has contracted with InfoSend, Inc. to print and mail our notices since 2004. We electronically
transmit our notice files, and they duplex and color print, fold, stuff and mail our notices out of their
facility with their modern and very rapid equipment multiple times each week. InfoSend, Inc. mails out
over 35,000 letters and notices for us each week. Their main production facilities are in Anaheim,
California, and serve clients, which include municipalities. They provide a backup facility for printing
and mailing. Working with InfoSend, Inc. allows us to take advantage of their ability to pre-certify
addresses using the USPS NCOA database. Utilizing a vendor that specializes in mailing services
increases our compliance with ever- changing postal regulations and ensures our notices get
into the mail stream faster and with the most accurate postal bar-coding.
Client Online Access - ticketPROWeb
Cloud-based access is available to the city using a web-browser and a secure Internet Connection
24/7. Real-time access offers our clients the most current database information. All transactions such
as citation records, payments, dismissals, administrative adjudication information, notes, registered
owner information and all other citation data are immediately displayed and can be printed if desired.
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ticketPROWeb allows retrieval of information by citation, license plate, ID, location with wild-card search,
name, and VIN. The search results can be sorted or used to select individual citation details, plates, or
registered owner names. Results can be filtered by citation status types of All, Open, Delinquent and
Closed. Searches can also be done by predefined or custom date periods.
Processing of Administrative Review Requests
Our Administrative Appeals process was designed to save our clients a significant amount of time,
relieving the staff of the day-to-day clerical tasks associated with the process, and to provide an
organized, efficient, and professional way to process their appeals.
TDS’s administrative Appeals processing tracks relevant dates, automatically interfaces with and updates
the citation system, provides adjudication status on our IVR (automated telephone system) and
pticket.com (public website), and mails all notifications. We also schedule hearings and mail all required
hearing notifications.
This service has proven successful because appeal information is easily accessible in the parking citation
database. The system tracks all adjudication activities in real-time, and therefore, they are available to
the public 24/7 online and by telephone.
The system tracks information pertaining to each citation contested through the administrative
adjudication process and allows for updates as each citation progresses through the contesting steps. The
Administrative Review and Hearing Tracking System is fully integrated with the parking citation database
and has complete inquiry capabilities.
The process starts with TDS entering all mailed-in Initial Review requests into the system. Citations are
stopped at this point from progressing further in the citation process (no notices, etc.). The Agency
determines the disposition of each contested citation. A decision code corresponding to a brief description
of the reason that will appear on the result letter is selected. The reviewer can edit decision codes or enter
custom decisions from scratch. Once saved, the system automatically activates the citation and sends a
result letter with information relating to the decision and amount due. The adjudication system's report
includes a monthly report on Outstanding Administrative Reviews and the Administrative Adjudication
Services report, which provides a summary of the adjudication activities for the month.
Benefits of Using TDS' Adjudication Services
Automatically tracks each citation through the adjudication process
Dispositions (liable, not liable, liable for a reduced amount, etc.) are updated automatically Custom decision codes entered online Automatically post refunds to the citation database on dismissed citations that are already paid, and generates a request for refund Automatically tracks due dates for contesting as described in CVC 40215 by interacting with the citation database and the specific citation data Interacts with other automated systems - IVR and public website - pticket.com Public can appeal online with the ability to upload photos and documents Agency can perform paperless online reviews and decisions through eAppealsPRO Provides specific status on IVR and pticket.com on contested citations for the public Automated hearing scheduling TDS staff works directly with the hearing officer and Agency when scheduling in-person hearings Automated letter mailings which include decisions codes at 1st and 2nd level and hearing notification letter which provides specific date, time, location, and directions
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Hearing Scheduling Services
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. Hearing information and
documentation is prepared in advance of the hearings. In-person and telephone hearing requests receive
a hearing date notification letter with detailed instructions for the scheduled hearing. If requested, the
appellant is allowed one rescheduling. Once the hearing is rescheduled, a new hearing date notification
letter is mailed with the new date and time. Hearing schedules are available online for Agency 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.
Hearing Officer Coordination
TDS coordinates with the Agency on hearing location, dates, and times for parking and administrative
citation hearings. Hearings are scheduled within the guidelines of California Vehicle Code 40215 and the
Agency's municipal code. The hearing examiner receives a packet with all documentation required for
each hearing and records the decision for each hearing. The Hearing Officer selects from a hearing
disposition code list and enters the results electronically. TDS mails result letters and files any required
documentation. Alternatively, the hearing examiner can use our web-based eAppeals to review and make
decisions. TDS staff ensures that both the Hearing Officer and a room are available three (3) weeks in
advance of scheduling hearings and prior to mailing Hearing Notification Letters to the citizens. Hearing
information and documentation is prepared in advance of the hearings. TDS will notify the agency
and Hearing Officer of any hearing rescheduling. When a liable decision is appealed further through the
court system, TDS will provide the Agency with all related documents for the Agency to appear in court.
Information regarding court appeals is also tracked in the system for each citation.
Court Appeals
Hearing result letters that find the contestant liable will provide the time, court address and phone number
where the appellant can file a civil appeal. Upon notification to TDS by the court or agency of an appeal
to the court, TDS will provide all required contesting documents to the agency in a timely manner. If the
court finds in favor of the contestant, TDS will notify the agency of any undeposited parking penalty plus
filing fee for refund. If citation is upheld, TDS will continue to pursue any unpaid penalties on behalf of
the agency. Status of court decisions (court requested date; court decision and date) are tracked in the
TDS inquiry system for the agency.
eAppealsPRO - Online and Scanned Appeals
Through the pticket.com website, we provide an integrated, online appeals process that is completely
paperless. The system is dynamic in that it will prevent late appeals from being submitted, saving
Newport Beach time, money, and resources. Once they have submitted their electronic appeal, and
uploaded any desired documents, confirmation of each submitted appeal is emailed to the citizen.
The citation process is suspended pending review of the appeal, saving considerable processing effort and
time. All processed appeals and decisions can be reviewed at any time by Agency personnel. All
results and key dates for initial reviews and hearings are viewable on pticket.com, including the written
reasons if the citation is upheld. Result and notification letters are automatically mailed as per
requirement of CVC 40215.
Through our online review system, the Agency can review the submitted online appeals, including
uploaded files and photos. Mailed appeals are scanned and added for a fully paperless appeal review
process. List of prior citations, original citation image (paper ticket), appellant documents, phone
notes, agency notes for all citations issued for the same license can also be viewed.
For clients using ticketPRO Mobile handheld ticket writers, citation photos are accessible to each online
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appeal. Notices are automatically stopped at appeal submission and activated when the online decision
is made. All appeal and decision documents are stored electronically on eAppealsPRO for immediate
access and viewing by the Agency. Results can be filtered by violation, decision reason, etc. Additional
documents may be added for appeals continuing to the hearing level.
Reporting
TDS provides its customers with a dedicated website accessible to authorized personnel. This site offers
access to parking related information and resources available 24/7. TDS will provide the Agency with a
wide variety of electronic reports. Over 40 standard reports are generated. Custom reports can be
created upon request at no additional cost to the Agency. The frequency of reports generated can be
on a one-time-only basis, monthly, weekly, or as the Agency desires. Using the Internet, authorized
Agency staff are provided with a unique login and password. These reports are provided in PDF format
and can be viewed and printed. Reports can be viewed 24/7 and remain online for at least five (5)
years.
TDS has created a turboINSIGHTS Dashboard to provide analytics and immediate information on
statistics and performance measures for officers and the overall department. There are various areas of
focus, and more are being added. This is a must-see and have BI tool, and we look forward to
demonstrating it.
Citation Collections Services
Special Collections and Delinquent Follow-Up
TDS provides two special collection programs to help maximize collection efforts. Our delinquent
collections processes have been designed to deliver maximum revenue for our Agencies with minimum
costs. Parking citation collections do not proceed until after citations have been through the DMV hold
process or are unable to be held at California DMV. This allows the DMV process to collect a maximum
before moving to collections. DMV holds last up to 18 months.
While other vendors are offering low percentage collection pricing, they are often collecting much earlier
in the citation timeline or providing little more than another mailed notice, or both. TDS uses the highest
quality of collection service to get consistent high results. More important, we successfully collect more
citation revenue before entering special delinquent collections.
Innovative Collection Services
Innovative Collection Services (ICS) has provided supplemental collection services since 1996. The ICS
system is fully integrated with our citation system allowing for easy retrieval of parking citation and
collection agency data. Incoming new accounts, as well as payment and “stop” information transmitted
from the citation system, are monitored and validated to ensure accuracy. ICS collects citations
considered otherwise non-collectible. Violators become responsive when a collection agency becomes
involved, resulting in payments that usually would remain uncollected.
Proprietary and Confidential
Do not Distribute
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Franchise Tax Board
TDS also provides collections through the Franchise Tax Board Interagency Offset Program. We comply
with all requirements set forth by the FTB for the Interagency Offset Program and we provide all the
resources necessary so that you do not have to.
For all FTB-qualified citations, TDS:
•Combines all Admin and Parking citations by responsible party into single accounts.
•Retrieves Social Security numbers.
•Mails the pre-intercept notice to each registered owner. No multiple notices required.
•Process the mailed payments and enter FTB intercept payments.
•Handle all calls from the public.
•The public may also make credit card payments online at pticket.com.
We have provided this service to our customers since 2007 and it has been proven to maximize citation
collection rates for all participating agencies. Every agency that has participated in this program has
continued to use it every year after that. All FTB-qualified accounts that remain unpaid are sent to
the FTB to be ready for the submission of State tax returns. The FTB will send all intercepted funds
directly to the City. TDS will receive the offset funds electronically and update the system to show the
accounts/citations as closed, and to perform an ongoing reconciliation for the City. TDS notifies the FTB
of any interim payments received on our end or at the city and reports to the FTB so they will close the
account on their system.
DMV & Out-of-state
Turbo Data has been a CA DMV service provider since 1985. We have direct access to the DMV
network and resources to obtain RO information and place holds and releases. We retrieve
registration information via plate, temporary plate (TLP), or VIN. A similar process is used for placing
holds and releases. The process is automated to ensure timely retrieval and information updates.
For out-of-state, we obtain RO information using the NLETS network. TDS has been an NLETS
strategic partner for many years. This partnership grants us access to all 50 states in the US including
privacy states such as AZ. The process is similar to the CA DMV. We have direct access to the NLETS
network via a site-to-site VPN. NLETs require stringent security controls that we must comply with and
annual and multi-annual audits.
Manual Citation Entry
Manual citations will be batched and scanned by the Agency, then sent to TDS for entry. Agency may
choose email and/or an FTP drop option to send citations. TDS then enters the citation information and
links the scanned images to each citation record for quick viewing access. TDS encourages agencies
to send manual citations daily, if possible, to facilitate easy payment/appeal access for the public.
Citation entry will occur within two business days of receipt.
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Citation Issuance Hardware and Software
Smartphone
•Samsung XCover6 Pro
•(L-6.65 x W-3.15 x 0.39 in) Weight-8.29 oz
•Display 6.6 inches
•Android 12 + with One UI 6
•Storage 128GB
•Battery Li-Po 4050 mAh, removable
•GPS, Wi-Fi, Bluetooth
•4/5G
•Push-to-talk (PTT) button
Printer
•(5.9 in. L x 4.7 in. W x 2.4 in. H)
•Weight 1.39lbs/0.63 kgs
•Android, Apple iOS
•3250 mAh Battery
•IP54 rated
•MIL-STD 810G certified
•Tolerance of multiple drops from
6.6 ft./2 m to concrete
•Simple easy-to-read LCD
•Print speed Up to 5 in per second
Handhelds in offline mode
The ticketPRO Mobile app is designed to work in real-time but also supports offline mode in
cases of weak reception or communication. In offline mode, the app will create and print
tickets, including images. Communication with the server will be delayed until communication
has been re-established. This automatic process runs in the background and involves no user
intervention. Depending on the signal level features such as GPS lookup, LPR, and plate
search may be disabled with a visual indicator. There is a validation and a hand-shake
process between the device and the server to ensure that pending tickets have been
processed.
Technical Support Response
We understand that the enforcement team needs support and quick response while in the
field. To accomplish this, all ticketPRO Mobile devices are equipped with Mobile Device
Management (MDM) software, which gives the support team immediate access to the device.
Many activities can be performed remotely, including device connectivity with the printer,
software installation and upgrade, device reset, training, collection of diagnostics information,
file transfer, etc. Furthermore, our app has a built-in support tool that allows the user to send
a support email for a specific citation or to report any issues. This email supports sending
correction requests by the officer as an alternative to voiding a citation. Customer service
monitors such requests and performs the needed correction to the citation, which triggers an
automatic Notice of Correction to be sent.
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Hardware Warranty
The Zebra ZQ511 printer comes with a standard two-year warranty that covers defects
in materials and workmanship. The warranty begins on the date of shipment. However,
the warranty does not cover batteries or printheads, which are considered consumables.
Zebra batteries are covered by a one-year warranty, and printheads are covered by a
six-month warranty
Smartphone Warranty: Samsung XCover 6 PRO
24 months - Our warranty covers manufacturer defects, including diminished battery
life, motherboard failures, DOA (dead on arrival), software malfunctions, etc.; it does not
cover user-inflicted errors, including liquid, impact, sun exposure, etc.
TDS will pay for return shipping. We will inspect the device to determine the nature of
the issue and replace it if it qualifies. If not, we will issue a salvage value payment for
user-inflicted errors and submit an invoice for the replacement.
ticketPRO Mobile
ticketPRO Mobile was designed and developed by TDS to provide our customers with the best possible
enforcement experience. It focuses on efficiency and error-free processes to ensure a fast and
dependable environment. It empowers the enforcement team by giving them real-time current and
historical plate and citation information while connecting to integrated cloud-based resources to validate
parking payment transactions.
There are various hardware choices to meet the city’s needs. A two-piece option with a smartphone and
printer or an all-in-one model.
ticketPRO Mobile has capabilities never offered before in citation issuance products. The concept is
revolutionary and incomparable to other solutions in the parking industry. It is based on an intelligent
smart app design that uses native smartphone technologies and features for both Android and iOS
devices.
ticketPRO Mobile has helped many customers improve their parking operation. Field enforcement staff
appreciate all the features that it offers. Over the years, we have observed an increase of 20% in
issuance volume for many customers. Below is a brief list of the many features:
notifyLPR -ALPR Integration (Genetec, Vigilant, Tannery Creek, and Quest Solutions)
With one button push, our exclusive notify feature allows the ALPR vehicle to transfer vehicle hit info,
violations, and photos onto a ticketPRO Mobile unit to print the citation. The ALPR vehicles also receive
active permit status from our getaPERMIT application for real-time virtual and standard parking permit
enforcement.
Advanced On-Board LPR - AI
There is no need to type in Plate, State, Make, or Color. Enforcement users snap a photo of the vehicle;
an AI analyzes the image and auto-populates the information to start the citation. The app handles seven
steps with a single picture snap, saving the officer precious time. We have reduced the time to issue a
ticket to 15-20 seconds, depending on the type of violation.
Permit Lookups and History
With TDS’ Permit Management, Physical and Virtual parking permits are automatically searched and
reported to each ticketPRO Mobile device and the mobile ALPR solution.
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Live Always Connected Device
Citation data and photos are transferred to and from all handheld units into our server in real time. The
agency and the public will have immediate access to information and payment. No workstation
computer is needed, and no batch process will be required. Furthermore, the public can pay or appeal
their citation immediately after issuance. This improves customer service and eliminates the frustration of
waiting a few days before someone can pay for their ticket.
Pay-by-plate/space Integration.
Integrates with pay-by-plate and pay-by-space systems, which provide real-time reporting to the officer
so they know if the vehicle paid or added additional time to their parking session.
Real-time Scofflaw and VIP Alerts
Scofflaw and VIP alerts notify the issuing officer of five or more previous violations or other vital
information, even if updated on the same day. City staff can easily add plates with specific instructions,
and the officer will be alerted immediately when the same plate is used.
Real-time Meter and Permit Lookup
Meter and permit information from the agency can be integrated and used during issuance for lookups
and validation.
Meter Mapping
By entering or scanning a meter number only, violation and location are automatically filled in, saving
issuance time.
Real-time Data Sharing to All Units
All units can share citation data information, even if issued within minutes by another handheld.
Sticky Fields
The user can easily set the Location, Violation, and Comment to remain for the following issued citation.
This is ideal for Street Sweeping enforcement.
Ticket History, Retention, and Lookup
The system allows for automatic notification if a ticket is about to be issued to a plate previously cited
or warned. The information from the previous ticket is used to populate the current ticket information.
Marking/Chalking
The software tracks vehicles by time, zone, location, or photo. Chalk alerts and Maps show expired
vehicles and locations.
Shared Chalks
Enforcement staff can retrieve chalk records from other units on the same day to allow for
continual chalking enforcement, even after shift changes.
Live Software Support to Each Device
Our infrastructure allows us to interact remotely with each device. This is used for training and
troubleshooting, even while in the field. Our support staff also performs software upgrades remotely.
Issuing tickets and Warnings
Officers can issue warnings and tickets for different violations simultaneously, saving time and providing
a public service for citizens.
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GPS/GIS
Citations are automatically geo-tagged and mapped on ticketPRO Viewer and turboINSIGHTS for
Agency access.
Scofflaw Report
A scofflaw file and a scofflaw report are generated each day. The file contains the most current habitual
offenders and is used by ticketPRO Mobile and ALPR vehicles. The reports are updated daily for manual
use. Taking advantage of multi-agency contracts, TDS can provide a combined scofflaw list.
TDS also provides a detailed scofflaw report containing vehicle location information, which includes
all license plates with five or more delinquent parking violations.
Tow Agency Notifications
Email notifications with maps, photos, issued citations, and amounts due can be sent directly to a
designated tow company or police department contact.
Visual Reporting/ Mapping
fieldTRACKER is a workforce activity tool showing live devices and issuance activities with
options to filter by officer and devices. Historical information is available for a specific date, along with
login/logout, count of tickets, and locations. A playback feature is also available to show and analyze
office routes.
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Support Features
Our support offering includes constantly monitoring device vital information such as storage,
battery, memory, and other resources. Our support team can instantly connect to any device in
the field to provide training, troubleshoot, or perform software updates. Our solution offers an
always-connected device independent of the City’s network.
Call or email directly from the device:
•Remote Control/ In-field Support
•Unattended Software Development & Upgrades
•Quick & Easy Recovery
•Hot Swap Program to Ensure Continuous Operation
•Phone/ Email Support
•Proactive Notifications from Device to Support Team
Email support is also available during regular hours and monitored by key personnel before, after,
and on weekends. TDS provides special customer service and technical support emails, which
primary staff and operations view to ensure requests are responded to quickly, usually in minutes.
Permit Management System
TDS offers a comprehensive residential permit solution that is comprised of a self-service web
application accessible to the public and city staff. This is a very customizable solution that supports city-
specific content, information, and activities. The public can register for a new portal account, which can
be used to view profiles, applications, history, and vehicles, obtain guest permits, and pay online. The
system allows permit renewal by letter generation and mailing or electronic notification. TDS can assist
the city with creating email campaigns to improve customer service and communication. It is a complete
solution with flexibility to help the city address its parking permit needs and provide convenience to the
public.
getaPERMIT is a cloud-based solution that simplifies managing and maintaining residential permit
issuance and enforcement while adhering to city policies and ordinances. Required documents can be
collected during the registration and application process and digitally viewed and maintained during the
verification process by the city and/or TDS.
The permit management system is scalable and is designed to handle multiple permit types:
•Multiple physical permits and multiple combinations (bumper sticker, decal, hangtag)
•Virtual Permits - use vehicle license plate
•Guest permits
•Overnight permits
•Multiple residential zones/ districts
•Annual residential permits
•Business parking permits
•RV permits
•Yard sale permits
•Discount permits for qualified applicants.
Permit pricing can be tier-structured, prorated or allow for special exceptions and discounts. Our permit
program is customized to fit your needs. Our system will enable TDS and designated city staff to issue
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and administer permits as needed.
City users will have the option of waiving permit costs and override permit limits.
Tier pricing example:
Agency-A allows four residential permits per household.
The first two permits are charged $50. Permit 3 is charged at $100 and Permit 4 is charged at $200.
Prorate pricing example:
Agency-B residential permits are priced at $100 at the beginning of each year.
They are reduced by $25 each quarter; for example, the residential permit price is reduced to $50
from July to September.
Our system will allow TDS and designated city staff to issue and administer permits as needed. Our
permit program services both online and manual permit processing.
TDS Permit Services
Manual processing of mailed-in (TDS) and over-the-counter (City) applications includes:
•Mail retrieval daily by TDS
•Opening and sorting of incoming documents
•Data entry by TDS
•Revenue collection and daily payment reconciliation
•Review of account and permit documents
•Notifications by email of approval or rejection
•Permit validation
•Fulfillment mailing for permit decals and hangtags.
New Account Process
An applicant will visit the URL assigned to the specific city to register for a new account and upload
the required documents to establish the account.
New Permit Application
After registering for a new account, the applicant would order the necessary permit and upload any
required documents for the vehicle (usually the vehicle registration).
Document Validation
Depending on the city's choice, both TDS and the city can verify the required documents. Account
holders will be notified when their account and application(s) are approved so they can sign back in
to pay for the requested permit(s). Rejected accounts and applications will also result in an email
notification notifying the account holder of further actions or corrections needed.
Mailed-In Applications
Applicants also have the option to mail in their account and permit application along with the required
documents. TDS will create the account, order the requested permits, and notify the account holder
when to log in and pay for permits when payment is required.
All mailed-in, online, and over-the-counter submitted applications and documents will be available for
viewing and managing via a single interface.
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Permit Support (Call Center and Email Assistance)
TDS Customer Service Representatives are available Monday through Friday from 8 a.m. to 5 p.m.,
excluding holidays. We provide in-house training to all our Customer Service staff, allowing them to
provide account, application, or permit information. The staff is also trained to handle complaints
professionally. TDS can enter “Notes” as calls are taken in instances where specific information will
be helpful for future reference. All “Notes” entered can be viewed and printed by the city and TDS
staff.
Here are just a few of the many getaPERMIT features:
Permit Renewal
When the account holder sets up the account, any vehicles that received a permit are automatically
saved, making the renewal process simple. If the account holder has no vehicle changes to make, they
will log in and click on the Renew button for each vehicle needing a new permit. If there are new
vehicles to add, the account holder would order the permit. The system will then save the vehicle
information for future use. The system allows for permit renewal by letter generation, mailing, or
electronic notification. TDS can assist the city with creating email campaigns to improve customer
service and communication. It is a complete solution with flexibility to help the city address its parking
permit needs and provide convenience to the public.
Status Notification
Account holders are notified when their account and application have been approved and if they need
to sign back in to pay for the permit. Rejected accounts and applications also result in an email
notification notifying the applicant of further actions or corrections.
getaPERMIT websites offer many features to help first-time and returning visitors easily navigate and
access the site. Each page can have a custom contest to better communicate instructions,
announcements, and policies to visitors. This part is a focal point during the planning and
implementation and can be changed anytime.
Website Branding
Our permit solution supports image branding features to assure visitors that they have reached the
correct website. The URL link would be set as oc.getapermit.net, and customized graphics would be
used.
Multi-lingual Support
The getaPERMIT website supports multi-lingual translations to help non-English speaking citizens or
visitors.
Public Online "Self-Help" Access
The public will access their account profile in the permit portal to add/remove vehicles, order permits,
check the status of previous orders, change their account password, delete or resume pending
applications, view their account, and pay for their permits. The getaPERMIT website will accept Visa,
MasterCard, or Discover payments. Our permit solution does not hold any cardholder data. We do
not store, save, or process payments on our servers. Our solution uses a hosted payment system
managed by a PCI-compliant merchant/processor.
The getaPERMIT website can display descriptions/FAQs related to the permit program, provide forms
and instructions for a manual permit application, and provide a link to the city website.
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City Staff Users
City users have much more access than the public does. Depending on their role, city users can void
permits, change/update the account name, phone number, and email address, add or remove
addresses from the database, make an account active/inactive, replace permits, waive permit costs,
over-ride the permit limitation, email the account holder using the portal (the email gets saved in
notes), add notes to the account and run/save/print reports, and accept credit card, check and cash
payments for the permits.
Vehicle Changes/ Permit Replacement
getaPERMIT allows permits to be replaced at a cost or to have the fee waived if the permit is lost or
stolen. Permits can also be replaced or transferred to a different vehicle.
Real-Time Enforcement
The TDS permit management system was designed to interface directly with the ticketPRO mobile
solution to provide real-time information on parking permits. Officers in the field will be able to check
permit status and receive pertinent information regarding annual, monthly, and daily permits, including
virtual permits, even on the same day. ticketPRO can search for virtual permits by permit number and
plate.
getaPERMIT integrates with LPR systems by providing current permit information such as type,
status, lost, stolen, temporary, etc. TDS has partnered with an LPR solution provider to provide
streamlined enforcement.
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Unpaid Citation Notification (checkCITATION)
getaPERMIT supports the option to interface with the citation database and reports on outstanding
citations. This can prevent the purchase/renewal of a permit once the outstanding citations are paid.
Visitors will be redirected to the payment website and then returned to the permit page to continue their
purchase. This is also available for city staff with options to override if necessary. Any such action will
require a note for future audits.
Reporting
TDS will provide daily reporting showing the dollar amounts collected and deposited daily. Detail and
management summary reporting will be provided online. Monthly reporting will show the number of
permits applied for, the number of pending permits, and the number of permits issued. Financial and
statistical reports will be customized as needed. Management reports will identify account types and
permit activities. Using the admin portal, users can easily report on many types of information, such as
account types, account status, permit type, and status. Predefined pages will automatically filter additional
data and allow manual filtering as well. For example, filters are available for account information such as
type, status, and city zone. For permits, type, status, and city zone are available. Other filters or search
criteria can be added.
TDS permits' turboINSIGHTS Dashboard is available and focused on statistical and analytical
information. We also offer GIS-based reporting, including heat, bubble, and other mapping options, to
help visually identify city permit information. The dashboard provides filters to support account, permit,
and status.
One of the many things that sets us apart from other vendors is that TDS does not outsource Permit
Management to a third party. Our getaPERMIT system simplifies permit issuance, management, and
maintenance while adhering to city policies and ordinances.
We have successfully transferred many customers to getaPERMIT. TDS will work with the city to review
existing data in the current permit operation and extract relevant data such as addresses and zones.
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We will handle the import process and ensure all pertinent data is transitioned.
Our permit program will be customized to fit the city's needs. Depending on the city's needs, both TDS
and the city can verify required documents (proof of residence verification, vehicle license information,
etc.), perform data entry, perform maintenance functions, fulfill permits, and send all necessary
mailings.
Account holders are notified when their account and application have been approved and if they need
to sign back in to pay for the permit. Rejected accounts and applications also result in an email
notification notifying the applicant of further actions or corrections.
All mailed-in, online, over-the-counter submitted applications and documents are available for viewing
and managing via a single interface.
Email Spam
We use a Sender Policy Framework (SPF) record to publish a list of trusted email sources, which
helps avoid SPAM and spoofing.
Refunding Permits
All refunds for permits are per Agency notification/approval. TDS will perform approved. refunds to
online credit card transactions. Refunds for payments taken at the Agency (cash, check or in-
house credit card) will be processed by the Agency. TDS is to be notified of in-house refunds and
will post these in our getaPERMIT system.
SMS opt-in notification options
SMS opt-in will be available via the public portal during the account registration. The account
holder can change their preference from their profile/account settings later.
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City of San Luis Obispo Turbo Data Systems, Inc.
Customer Portal / Website
Online Access to the city – ticketPRO Web (TPW)
Cloud-based access is available to city staff using a web browser and a secure Internet Connection
24/7. Real-time access offers our clients the most current database information. All transactions, such
as citation records, payments, dismissals, administrative adjudication information, notes, registered
owner information, and all other citation data, are immediately displayed and can be printed if desired.
ticketPRO Web allows information retrieval by citation, license plate with wild-card search, name, and VIN.
The search results can be sorted or used to select individual citation details, plates, or registered owner
names. Results can be filtered by citation status types of All, Open, Delinquent, and Closed. Searches can
also be done using predefined or custom date periods.
City personnel can easily inquire about and update citation information using a single interface. Authorized
staff can complete dismissals, administrative holds, payments, extensions, and fine reductions. All access
is granted using role-based security controls (RBAC). For audit tracking, each transaction is stored with the
ID of the person entering the transaction. Dismissals, administrative holds, and payments can be entered
with a prior received date. Partial payments and write-offs can also be entered through this system.
The citation details screen contains all pertinent information on each citation:
• Citation Date/Time
• Violations and Fines
• Location of Violation
• Current Status
• Vehicle Information
• DMV Vehicle Make
• DMV Vehicle VIN
• DMV Registration Expiration
• DMV Registered Owner Name/Address
• Responsible Party Name/Address
• Payment Status and Due Dates
• Contesting Dates and Results
• Notices Mailed and Dates
• Payment and Collections History
Online Access to the public - pticket.com
is a public website customized for each customer with image branding
capabilities. It provides the public with online inquiry, payment capability, and online appeal access to
contest their parking citations. Information provided to the public includes:
• Citation information
• Adjudication information
• Contesting information
• Pay single or multiple citations.
• Printable Forms
• View Photos
Citizens accessing the www.pticket.com website will find only specific information related to City of San
Luis Obispo citations. No other agency data will be displayed. City logos or banner are used to
compliment the agency website or identity. It includes web pages with content unique to the Agency.
These pages are customized to reflect the desired information about your parking and administrative
citation program. - contesting, payment options, forms, etc.
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Data security is provided using the highest industry SSL encryption. pticket.com is PCI compliant. An
address link can be placed on the City’s website to redirect the public.
Online Appeals: Through the pticket.com website, we provide an integrated online appeals process
that is entirely paperless. The system is dynamic in preventing late appeals from being submitted, saving
the City time, money, and resources. Once citizens submit their electronic appeals and upload any
desired documents, the appeal becomes available for review. A confirmation of each submitted appeal
is emailed to the appellant. The citation process is suspended pending review of the appeal, saving
considerable processing effort and time. City personnel can review all processed appeals and decisions
at any time.
All results and critical dates for initial reviews and hearings are viewable on pticket.com, including the
written reasons if the citation is upheld. Result and notification letters are automatically mailed as per
CVC 40215's requirement.
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Customer Service Center / Processing
TDS Customer Service Representatives are available during regular business hours (8:00 a.m.–5:00
p.m.). TDS employs and trains staff to respond to calls received in English and Spanish. Assistance is
available for Administrative Citations, Parking Citations, and Permits. Call center representatives also
support the public on permit inquiries via email.
We provide in-house training to all our Customer Service staff, allowing them to provide general information
on city policies and procedures and research information to respond accordingly.
In addition, the staff is trained to manage complaints professionally and provide information on all levels of
the administrative adjudication process. Where specified information on violations, code compliance, or
property inspections is necessary, our representatives will refer callers to the appropriate city department
number and office location.
TDS can enter ‘Notes’ on a citation record or permit account when calls are taken that provide specific
information helpful for future reference. The city and TDS staff can view and print all entered ‘Notes’.
Supervisors within the Customer Service Department can monitor all calls received. This is helpful not
only for training purposes but also for support should the call be escalated.
Interactive Voice Response Systems (IVR)
TDS’s interactive Voice Response system (IVR) provides real-time, detailed citation information linked to the
Agency’s database. Each caller has the option of hearing the information in English or Spanish. The IVR
allows parking citation recipients 24/7 access (with a brief interval of maintenance occurring between 12:00
midnight and 1:00 a.m.). The public can inquire by citation or license plate number and obtain the issue date,
citation number, delinquent date, and amount due on all open citations.
The system has the unique ability to relay contesting status on citations in the adjudication process.
Pre-recorded, agency-specific information includes a greeting, the address for mailing a payment, making a
payment over the Internet, contesting a citation, and correcting equipment violations.
Options for reaching a Customer Service Representative are also available through this system during
business hours.
Staff Support
TDS provides in-house staffing for all aspects of parking citation processing during regular business hours.
The city’s contract administrator and all designated city staff are provided with direct phone numbers and
emails for all key contacts.
User manuals for the citation system are provided during training sessions, and all steps required to access
and use system information are identified.
Initial training is provided for all systems to be used. Throughout the contract term, the city receives additional
training as requested.
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Technical Support
TDS provides City staff with telephone support between 8:00 am and 5:00 pm Pacific Standard Time (PST),
Monday through Friday, except TDS’ holidays. Multiple direct contact numbers for key staff and management
are provided. Our staff follows up on client requests to ensure an effective solution is provided promptly. We
can conduct remote support sessions with permission to assist or train users when necessary.
Email support is also available during normal hours and monitored by key personnel before and after hours
and on weekends. TDS provides special customer service and technical support emails viewed by primary
staff and operations to ensure requests are responded to quickly, usually in minutes.
Correspondence Processing
A courier picks up mail weekly from a Post Office Box provided by TDS. The mail is taken to our office
facility, where the payments are processed immediately. All information entered is updated in real-time. All mail
received at TDS is sorted by category (payments, correspondence, etc.). Correspondence related to citations
is opened and forwarded immediately to the appropriate department for further investigation by staff
experienced in identifying and separating contesting information from complaints.
All correspondence is processed within two (2) business days of receipt. Envelopes for all correspondence
are stamped with the date received and kept with the source documents to validate the posting dates
used for processing.
Upon receiving unidentifiable payments or incomplete information from a citizen, TDS staff requests
additional information or documentation when necessary. All correspondence mailed to citizens on behalf of
the Agency is automatically laser-printed by the system and documented in the system for future reference.
All correspondence to the public provides complete citation information, the amount due, and instructions for
making a payment. A bar-coded, pre-addressed stub is included for payment and documentation return.
Payment Processing
Payments are sorted by postmark date and processed each day. Audit controls are in place to ensure
accountability of all transactions and monies for payment processing, from initial receipt through final
resolution and filing.
TDS staff do all payment processing in-house. Payment batches are balanced and reconciled at three
separate steps of our process. Payments are processed into the system within two (2) business days of
receipt. To reduce the number of refunds required to be processed by the Agency’s finance department.
TDS does not accept duplicate payments or payments attempting to be made toward already closed citations.
All payment documents are stored in an easily retrievable format. They are kept for two years and then
periodically shredded.
Unmatched Payments
Our system accepts payments for citations that are not in the system. Basic information about the citation
is entered into the database with the payment. Upon receipt of the original citation, the basic information
entered with the payment is compared for accuracy, merged with the issued citation, and all other data fields
are updated.
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Partial Payments and Returned Checks
A second notice is mailed for bounced checks (adding a returned check charge to the system established by
the Agency) and for the balance due on partial payments or payment plans. If no payment is received on
these second notices, the system processes the citation through the penalty phase and additional
notifications.
Due Date Extensions
The system can accept suspensions or due date extensions when the Agency requests. The city or TDS can
enter these upon request.
Payment Plans
TDS has a payment plan to support AB503 legislation. The plan considers indigent and non-indigent
individuals. Plan requests will be submitted to the Agency for review/approval/denial.
TDS will mail correspondence of the Agency decision. Payment Plans will support recurring payments, waive
fees for the indigent, plan length, and minimum payments due. If a plan defaults prior, the system
automatically resumes the citation process (DMV, Collections, etc.). TDS provides required city-specific
online information or city links for AB503 indigent payment plans on pticket.com.
Depositing of Agency Funds
TDS scans checks and deposits parking funds into the city’s bank account or an escrow established by
TDS for the City. This method is safe, secure, and efficient. If the city chooses to deposit directly into their
account, check scanning hardware and software is provided by the city.
Credit Card Payments
TDS provides a toll-free telephone number for the public to inquire and take credit card payments on citations.
Payments by Credit Card are accepted 24/7. This number is unique to your city. Customized city agency
information is provided when callers reach this service. Pre-recorded agency information includes the
address for mailing a payment, making a payment over the Internet, instructions for contesting a citation, and
instructions for correcting equipment violations. Options for reaching a customer service representative are
also available through this system. The system secures immediate authorization from the processor, with
immediate updates to the citation status. All TDS credit card processing platforms (Web & Phone) are
PCI compliant.
An email with the payee's unique confirmation number/payment information is generated on the web for
online payments. Monies collected are processed into a merchant account established by the city. TDS
performs daily reconciliations to validate all credit card transactions.
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System Testing, Acceptance, and Training
TDS will set up and provide staging (sandbox) access to all proposed systems. As part of the planning and analysis, TDS
will coordinate kick-off meetings with the various departments to review each system's workings. During this process,
TDS will demonstrate the system's functionality and solicit feedback from city staff.
TDS will coordinate and schedule on-site training for the various applications. Additional training can be provided
remotely as needed.
We can provide a refresher training. It will be set up via a Zoom or Teams meeting.
We do not provide computer-based training. However, we can provide online training to support training needs.
We have user various user guides that can be provided. However, there is no provision to include in the proposal. We
can share them during the interview process.
Our staging environment is independent of the production environment and does not impact other systems.
TDS will work closely with city staff to help coordinate and create the necessary plans.
This is a collaboration effort between TDS and city staff.
TDS will commit to providing the necessary training to get city staff up to speed in using our application. We will do our
best to accommodate city requirements.
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Warranty, Maintenance, and Customer Service
• The warranty may exceed the first-year requirement depending on the selected hardware
option.
• Expenses for under-warranty repairs will be covered.
• Additional years can be purchased depending on the manufacturer's equipment life-cycle.
Warranty for hardware that has reached end-of-life may not be available. Options to extend
printers, smartphones or other hardware can be provided upon selection.
Support Procedures
We provide support to various agency departments. We provide in-office support for web applications
with how-to questions, processing requests for ACD of user accounts and permissions, citations, or
permit-specific actions. Field support is provided to the mobile enforcement team through remote device
control. Support requests can be initiated by sending an email to support@turbodata.com, which will
create a support ticket for tracking and escalation if needed. Phone support is also available so that you
can reach our support team directly. New requests or tickets are usually handled and responded to
on the same day. Any reported software issues, which may require additional investigation, may take
longer. Currently deployed systems are well seasoned and mature, with a solid record of stability.
However, we take new requests or reported issues seriously, as they may affect more than one
customer. Our development team stands ready to tackle such problems with a high priority. We typically
resolve and deploy a patch/fix without customer intervention within 24-48 hours. New feature requests
are also tracked in the same manner.
Turbo Data Systems, Inc. City of San Luis Obispo
46
Technical Compliance Matrix
Technical Compliance Matrix has been submitted electronically and separately as instructed on the RFP.
Titled:” RFP 2410-001 Technical Compliance Matrix-Turbo Data Systems Inc”.
Cost Proposal Workbook
Cost Proposal submitted electronically and separately as instructed on the RFP.
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:Turbo Data Systems, 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 Rules determined 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
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 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
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
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 fullaudit trailinformation for every processing transactionmust be captured and retained for eachcitationuntil the relatedcitation
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 originalfineamount plus any penalties or feesthat havebeenadded,such asa latepayment penaltythat includesthe amountand
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 batchdateand number(if appliable),digital imagingindex (ifapplicable),thedate onwhich thecitationwasupdated
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
Technical Compliance Matrix
San Luis Obispo Citations and Permit Management System RFP
RFP Ref #Section
Description Requirement Number and Description Response Comments
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. Cannot 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
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. Cannot Comply Reason is a free form
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 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:
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 toadd the fine amount for unresolved parking citations to the bill for annual vehicle registrationrenewal. This is
calledplacingaholdonvehicleregistrationandis aneffective meansofsecuringpaymentofdelinquent parkingcitations. Contractormust providean
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
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
RFP Ref #Section
Description Requirement Number and Description Response Comments
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 trails
for 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. 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
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 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
RFP Ref #Section
Description Requirement Number and Description Response Comments
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 Industry Data Security Standard (PCI Level 1 certified by a
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 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 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
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 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
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
RFP Ref #Section
Description Requirement Number and Description Response Comments
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 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 process and mail delinquent notificationto the lesseeand/or secondary owner whendelinquent and following the lienprocessunder
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 proofof writtenlease
or rental agreement as required by the CVC. Comply
15.1.7
CMS Noticing,
Correspondence,
and Collections
Contractor shall generateand mailDrive Awaynotices toregistered ownersof vehiclesthat driveaway priorto theissuing officerattaching thecitation
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 whenmailis returned as not deliverable.Returned envelopeand correspondenceand/or notice must be scanned and imaged
into the CMS.Comply
RFP Ref #Section
Description Requirement Number and Description Response Comments
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 "NoShow" letters for constituents who do not appear for their scheduled hearing. The design logic will alsoprevent
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
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 24 hours a day, 7 days a week, 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.Cannot 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
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
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
PMSshallallowforfullcustomizationtotheCity specificBusiness Rulesdetermined duringthe DesignReview process.City maychange theBusiness
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 Level 1 certified by a
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
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 with
Modifications In process. Available by Jan 2025
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 fullaudit trailinformation for every processing transactionmust be captured and retained for eachpermituntilthe 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
RFP Ref #Section
Description Requirement Number and Description Response Comments
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
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
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 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, 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
Contractor shall provide training in person or via 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
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
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
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 0.50$ 20,000.00$ 100,000.00$
Per Warning Notice ($0 value) (handheld issued)3500 0.25$ 875.00$ 4,375.00$
Per Citation (mannually issued and entered)1 0.75$ 0.75$ 3.75$
Registered Owner Aqusition (in state)41000 0.00$ 0.00$ 0.00$
Registered Owner Aqusition (out of state)2500 1.75$ 4,375.00$ 21,875.00$
Required - Noticing
Item Quantity Per Unit Price
Esimated Annual
Total
Esimated 5 Year
Total
Per Notice/Correspondence 20000 0.27$ 5,400.00$ 27,000.00$
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 0.00$ 0.00$ 0.00$
Per Bank Card Payment (online or telephone)24000 0.00$ 0.00$ 0.00$
Required - Licensing
Item Quantity Price
Esimated Annual
Total
Esimated 5 Year
Total
Annual System Licensing 1 0.00$ 0.00$ 0.00$
Monthly System Licensing 12 0.00$ 0.00$ 0.00$
Required - Implementation Services
Item Quantity One Time Price Total
System Set Up & Implementation 1 0.00$ 0.00$
Project Management 1 0.00$ 0.00$
Training 1 0.00$ 0.00$
Required - Deliqunet Collections
Item Value Percentage
Esimated Annual
Total
Esimated 5 Year
Total
Deliquent Collection 975,000.00$ 20%195,000.00$ 975,000.00$
Pricing Assumption and Notes
Online or telephone bank card payment is $3.95 per citation. (Charged to violator. Rate subject to change.)
Delinquent Collection percentage is with added 25% Cost Recovery Fee which offsets TDS charges.
If no added Cost Recovery Fee, collections will be at a 25% of the amount paid.
Franchise Tax Board collections is billed at $2.50 per account Letter and 15% of the amount paid.
Payment Plan processing module; $10.00/plan; Approve/denial letters mailed at correspondence rate.
Online and mailed in appeal processing will be $1.25 per appeal
City to provide Remote Deposit access to City's bank for mailed payments to TDS. If not, a $200/month courier charge applies.
Postage is subject to any postal rate increases.
TURBO DATA SYSTEMS
Proposer Name: TURBO DATA SYSTEMS
Authorized Signature:
Printed Name: ROBERTA ROSEN
San Luis Obispo Citations and Permit Management System RFP
Date: 11/08/2024
Citations Issuance Hardware & Software Proposer:
San Luis Obispo Citations and Permit Management System RFP
Required - Hardware
Item Quantity Per Unit Price
Esimated Annual
Total
Handheld Device (separate device) 13 800.00$ 10,400.00$
Printer (desparate device) 13 850.00$ 11,050.00$
All-in-One Device (printer and handheld) 13 1,950.00$ 25,350.00$
Charger (Charging Dock, All-in-One Item-7) 13 285.00$ 3,705.00$
Spare Battery(All-in-One Item-7) 13 140.00$ 1,820.00$
Required - Hardware Warranty
Item Quantity Annual Price
Esimated Annual
Total
Esimated 4 Year
Total
Handheld Device (separate device) 13 120.00$ 1,560.00$ 6,240.00$
Printer (desparate device) 13 80.00$ 1,040.00$ 4,160.00$
All-in-One Device (printer and handheld) 13 200.00$ 2,600.00$ 10,400.00$
Required - Licensing
Item Quantity Per Unit Price # of Devices
Esimated Annual
Total
Esimated 5 Year
Total
Annual System Licensing (including cellular connection) 1 0.00$ 13 0.00$ 0.00$
Monthly System Licensing (including cellular connection) 12 80.00$ 13 12,480.00$ 62,400.00$
Required - Implementation Services
Item Quantity One Time Price Total
System Set Up & Implementation 1 1,200.00$ 1,200.00$
Project Management 1 0.00$ 0.00$
Training (on site per visit) 1 1,000.00$ 1,000.00$
Pricing Assumption and Notes
Date: 11/08/2024
TURBO DATA SYSTEMS
All-in-One Vehicle Charger w/6 Ft. Cable = $68 each
Alternative to Item-8; All-in-One USB-C single charger = $70 each
Online remote or followup training = no charge
Non-custom preprinted Citation Roll Media available. Pricing Varies with quantity and subject to change. 40K is currently $3,200
Leave behind envelopes available. Pricing varies with quantity ordered and subject to change. 40K is currently $2,700.
Proposer Name: TURBO DATA SYSTEMS
Authorized Signature:
Printed Name: ROBERTA ROSEN
Telephone Service Proposer:
San Luis Obispo Citations and Permit Management System RFP
Required - Telephone Services
Item Quantity Unit of Measure Per Unit Price
Esimated Annual
Total
Esimated 5 Year
Total
Citation Call Center/IVR 1 Included -$ -$
-$ -$
-$ -$
-$ -$
-$ -$
-$ -$
Required - Licensing
Item Quantity Per Unit Price
Esimated Annual
Total
Esimated 5 Year
Total
Annual System Licensing 1 0.00$ 0.00$ 0.00$
Monthly System Licensing 12 0.00$ 0.00$ 0.00$
Required -Implementation Services
Item Quantity One Time Price Total
System Set Up & Implementation 1 0.00$ 0.00$
Project Management 1 0.00$ 0.00$
Training 1 0.00$ 0.00$
Pricing Assumption and Notes
Date: 11/08/2024
TURBO DATA SYSTEMS
Live agent Call Center available 8a-5p Mon-Fri (excludes holidays); IVR payments available 24/7
Proposer Name: TURBO DATA SYSTEMS
Authorized Signature:
Printed Name: ROBERTA ROSEN
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 (physical permits)3000 2.00$ 6000 30,000.00$
Required - Licensing
Item Quantity Per Unit Price
Esimated Annual
Total
Esimated 5 Year
Total
Annual System Licensing 1 0.00$ 0.00$ 0.00$
Monthly System Licensing 12 600.00$ 7,200.00$ 36,000.00$
Required - Implementation Services
Item Quantity One Time Price Total
System Set Up & Implementation 1 1,500.00$ 1,500.00$
Project Management 1 0.00$ 0.00$
Training 1 0.00$ 0.00$
Pricing Assumption and Notes
Date: 11/08/2024
TURBO DATA SYSTEMS
Virtual/PDF permits are $1.00 per permit.
TDS Account or Permit Review/Approval is $1.50 per permit.
TDS Permit Fulfillment by mail with single page letter; add $2.50 per permit plus postage.
Mailed Correspondence is $1.00 per letter plus postage.
Custom group email blasts are $75 each.
Custom development for permit types, parameters, or other requirements not included in the current system at $80/hr.
Online training included.
On site training is $1,000 per visit.
An online convenience fee of 5% is assessed to the purchase. Fee is non-refundable. City may choose to absorb this fee.
PMS Public email support Mon-Fri 8a-5p PST excluding Holidays
Proposer Name: TURBO DATA SYSTEMS
Authorized Signature:
Printed Name: ROBERTA ROSEN
Optional Services Pricing Proposer:
San Luis Obispo Citations and Permit Management System RFP
Optional - CMS
Item Quantity Unit of Measure Price Total
-$
-$
-$
-$
Optional - PMS
Item Quantity Unit of Measure Price Total
-$
-$
-$
-$
-$
-$
Optional - Other Services
Item Quantity Unit of Measure Price Total
-$
-$
TURBO DATA SYSTEMS
Pricing Assumption and Notes
Date: 11/08/2024
Proposer Name: TURBO DATA SYSTEMS
Authorized Signature:
Printed Name: ROBERTA ROSEN