HomeMy WebLinkAboutBozeman Cardinal Response Final1
Project Proposal
In Response to Bozeman, MT Request for Proposals for
Software for Parking Enforcement and Operations
Prepared for:
City of Bozeman, Montana
Attn.: Mike Maas, City Clerk
P.O. Box 1230
Bozeman, MT 59771-1230
Submission Date: 05/18/2021 – via email: agenda@bozeman.net
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TABLE OF CONTENTS
I. EXECUTIVE SUMMARY ....................................................................... 3
II. FIRM PROFILE .................................................................................... 5
III. SCOPE OF PROJECT........................................................................... 9
IV. GENERAL/TECHNICAL REQUIREMENTS ....................................... 16
V. RELATED PROJECTS WITH SIMILAR SCOPE ................................... 22
VI. PROPOSED IMPLEMENTATION TIMELINE .................................... 23
VII. RECENT/CURRENT WORK FOR CITY OF BOZEMAN ..................... 26
VIII. REFERENCES ................................................................................... 27
IX. TRAINING/CUSTOMER SERVICE PLAN ......................................... 28
X. PRICE PROPOSAL ........................................................................... 31
XI. AFFIRMATION OF NON-DISCRIMINATION .................................. 37
XII. APPENDIX A - CLOUD DATA QUESTIONNAIRE ........................... 38
XIII. APPENDIX B – TICKETRAK PRODUCT INFORMATION ................ 47
XIV. APPENDIX C – CARDINAL TECHNICAL DOCUMENTATION ........ 56
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I. EXECUTIVE SUMMARY
Cardinal Tracking, Inc. (Cardinal) is pleased to present this response to the City of
Bozeman’s (City) Request for Proposal (RFP) for Parking Enforcement and Operations
Software. Cardinal understands that through the release of this RFP, the City seeks to
identify a qualified vendor to provide software services to the Bozeman Parking Services
Division. The services will be used to issues citations, permits, conduct an appeals process,
and collect and share parking operations data. Cardinal further understands the chosen
software provider should have a proven track record of successful software implementations
and customer service as shown by responsive support and a culture of innovation.
Cardinal’s experience in the parking industry as a privately held entity for more than 35
years has been defined by the need to be a consistent and reliable organization while
developing flexible and adaptable solutions to meet evolving parking industry needs. For
Cardinal, successful solutions must be feature-rich and designed to easily integrate with
customer and partner external systems. These systems must also be scalable and provide
value to all organizations, regardless of size or configuration.
With this as background, Cardinal is recommending a dynamic approach that will grow as
your needs change. To accomplish the goals outlined in the RFP, Cardinal is proposing our
vendor Cloud-hosted version of the web-based TickeTrak 10 Complete (TickeTrak) solution
in combination with our TickeTrak Mobile Android (TTMA) system using N5Z1 Scan
handhelds, and the TickeTrak Customer Web Portal (Portal). The N5Z1 is an Android-based
all-in-one device for citation issuance, printing and GPS with real-time Wi-Fi or cellular
capabilities to provide live data back to your administration. The TickeTrak suite solution will
provide the City with a state-of-the-art software solution at a competitive price, and with all
the accoutrements of much more expensive systems. Please see the product collateral in
Appendix B of this proposal for additional TickeTrak 10, TickeTrak Mobile Android, and N5Z1
information.
Our proposed TickeTrak, TTMA and Portal suite represents our full enterprise parking
management and enforcement product solution with core robust features including:
• Citation issuance/management
• Permit issuance/management
• Appeals management
• Multi-system existing interface capabilities, including Genetec LPR, Luke pay stations,
Passport parking application, DMV/ORIS license plate lookup
• User friendly customer-facing web portal for permit and citation payments
• Field mobile handheld parking management/citation capabilities
• Standard and ad hoc reporting
• Advanced analytics
Following the tenet of minimizing client effort, Cardinal provides a secure and robust API
and web services architecture that simplifies integrations with other vendor solutions. This
allows for the provision of data access from multiple sources within one TickeTrak user
interface, which increases client efficiency. TickeTrak is a flexible system that allows clients
to follow their business practices and does not require the client to adjust to the software.
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Cardinal believes it is essential to embrace integrations and be open to new and innovative
technology, which allows our technology to grow with clients as their needs change.
Cardinal is always enhancing and improving our core products, developing new feature sets,
and working with third-party vendors to provide providing best-in-class solutions. With this
in mind, Cardinal will gladly explore and initiate conversations for T2 data conversion and
data communication with Central Square/Naviline.
Once all needed TickeTrak elements are determined, Cardinal offers a superior
implementation process with a designated and dedicated Cardinal project manager leading
and supporting the TickeTrak project deployment process from kick-off to live production
usage. Regular weekly meetings will be held to discuss progress, along with specific
implementation activities and deadlines. And Cardinal’s professional staff offers far more
than just software sales and implementation. We come with years of experience and best
practice consulting services for our customers. In addition to being complementary
consultants for our clients, both in the onboarding process and throughout the relationship,
these professionals provide valuable industry insight to our development team and project
managers as they continue to enhance our core functionality.
Training is key to the success of any software solution. We value our clients’ commitment to
our products, and we have developed comprehensive written help and training solutions
including initial in-person training classes; live, interactive training webinars; training
manuals; help files and training videos for all client learning levels. Training is further
enhanced by offering periodic webinars for newly developed features. Training and customer
feedback work together so that our products and our clients’ parking solutions continue to
evolve with ever-changing technology solutions.
Once TickeTrak is successfully deployed and in production use at your organization, the
relationship does not end. Cardinal’s exemplary support team will be available to assist
your parking organization with live personnel at the ready, and no automated recordings or
chatbots to work through initially. Also, a key communication point with our customers is
Cardinal’s annual TickeTrak Users Conference. This event allows Cardinal to update
customers on our upcoming product development roadmap and provide Cardinal product
educational opportunities and refreshers for new and existing customers. The education at
this event is bi-directional. Through focus groups and summit events, Cardinal developers
and project managers receive direct feedback from attendees that drive future product
enhancements.
In summary, Cardinal’s approach has always been to work as a team alongside our
clients. If the client is not succeeding, then Cardinal is not succeeding or growing. You will
succeed by selecting Cardinal Tracking as your partner -- sincere, trustworthy professionals
who personally care about your organization and will work with you to achieve success. If
City of Bozoeman staff have any questions or need further information/clarification about
this RFP response, please do not hesitate to reach out to your Cardinal contact:
Michelle Lanham, Regional Sales Manager
Cardinal Tracking Inc.: 1825 Lakeway Dr., Suite 100, Lewisville, TX 75057
Office Phone: 800-285-3833, ext 353 Cell Phone: 817-291-7208
Email: mlanham@cardinaltracking.com
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II. FIRM PROFILE
Cardinal History
Established in 1982, Cardinal Tracking is a privately held technology company of 39
employees located 20 miles north of Dallas in Lewisville, Texas. Cardinal began operations
with the development of the TickeTrak Parking Enforcement and Management System,
which revolutionized the parking industry by creating the first touch-screen hand-held based
citation issuance system. Cardinal has continued to develop this solution by offering a user-
friendly back-office administrative system with advanced functionality and analytics; rugged
mobile handheld devices and software with a variety of scanning, imaging and photo
capture solutions; and web portal citation payments, appeals processing, and online permit
registration enhancements. The latest version of the TickeTrak back-office software,
TickeTrak 10, is completely web-based and accessible from any device with an internet
connection. And Cardinal’s TickeTrak Mobile Android (TTMA) system, which serves as the
mobile field extension of the TickeTrak 10 back-office administrative system, operates
seamlessly on Android devices to provide speedy enforcement service in the field.
TickeTrak 10 is a flexible system that can be interfaced and/or integrated with other
technology partners. Said integrations/interfaces include, but are not limited to, license
plate recognition (LPR), access control, multi-space meters, mobile payment applications,
parking guidance systems, timed parking, virtual permits (using a license as a permit),
vehicle immobilization, payment processing systems, and collections, just to name a few.
In addition to our advanced TickeTrak parking management suite, Cardinal also offers a law
enforcement product line, which includes Badge RMS (Records Management System),
CAD911 (Computer-Aided Dispatch System), MobileCite (Electronic Citation System), Court
(Court Management System), and MobileLink (Mobile Field Reporting System). Rounding
out our impressive line of products and services, Cardinal‘s Business to Business (B2B)
division was created to build upon relationships established with hardware manufacturers
through Cardinal software development endeavors. Cardinal delivers hardware and mobile
solutions to a variety of route accounting, field service and mobile POS/Hospitality clients
including Culligan Water, the New York Stock Exchange, the Los Angeles Times, and Epson
America, and we have a have a proprietary system/relationship with UPS (United Parcel
Service).
Cardinal is also the authorized handheld warranty service center for Casio USA, and
maintains a business partnership with industry hardware technology companies including
Symbol, Motorola, Janam, Socket Communications, Two Technologies, Trimble and Zebra.
Throughout the life of Cardinal Tracking, we have worked with over 400 individual entities
deploying our software and hardware products. In regards to the TickeTrak system, we
currently have 102 individual entities using various versions of the software suite. Of these,
48 are towns/municipalities, 49 are colleges/universities, 3 are hospitals, 1 is a state
government entity, and 1 is a private parking facility. These customers are located
throughout the United States, Canada and Puerto Rico.
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Cardinal Corporate Information
▪ Legal Name: Cardinal Tracking, Inc.
▪ Company Headquarters Address: 1825 Lakeway Drive, Suite 100, Lewisville, TX 75057
▪ Company Headquarters Phone: 800-285-3833
▪ Company Website: www.cardinaltracking.com
▪ Principal Officers: Helmar Nielsen, Sole Proprietor Owner; Steve Leuschner, President/CEO
▪ Federal Tax ID No.: 751841973
▪ DUNS (Dun & Bradstreet) ID No.: 058964552
▪ Company Contact for this Proposal: Michelle Lanham, mlanham@cardinaltracking.com,
817-291-7208 (cell), 800-285-3833, ext. 353 (office)
Cardinal Project Team/Qualifications
A variety of Cardinal Tracking personnel will be involved in the varying aspects of the
TickeTrak system installation, implementation, and deployment process. The following
information identifies the dedicated and highly-qualified individuals who will participate most
extensively on the proposed project, with a brief description of their area of responsibility.
1. Michelle Lanham (mlanham@cardinaltracking.com), Regional Sales Manager Michelle is the primary sales contact for this project and will also be responsible for the
successful sales to operations handoff, if Cardinal is selected as vendor. Michelle has been
in public sector software sales since 2016, and before that, she spent 20 years working in
the public sector as project director for a Texas statewide auto crimes task force. She is a
Certified Crime Prevention Specialist with the Texas Crime Prevention Association and a
Certified Instructor with the Texas Commission on Law Enforcement.
2. Jeremy Moon (jmoon@cardinaltracking.com), Parking Solutions Business
Manager Jeremy is responsible for creating the future direction of our parking solution and directing
the team responsible for the development, project management, training, and customer
service of our parking software. Jeremy assigns and oversees the project managers who
are the primary support for each implementation project and service. He has been with
Cardinal Tracking since 1998 and has been involved in virtually every aspect of Cardinal’s
parking division throughout his tenure.
3. Kathy Davis (kdavis@cardinaltracking.com), Project Manager Kathy started working at Cardinal in 1998 and has worn many hats since her arrival. Her
most recent project has involved the design of our upgraded TickeTrak 10 application. In
this project, Kathy worked closely with our development team ensuring our application is
designed to meet our clients’ ever-changing business needs. Kathy now serves as the
primary point of contact for our clients during new implementations and upgrades.
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4. Kim Speet (kspeet@cardinaltracking.com), Project Manager Kim was a long-time Cardinal customer from 2000 until 2017 before she was hired as a
special projects manager at Cardinal. Kim serves as the primary point of contact for our
clients during upgrades and implementations for new clients. Because of Kim’s extensive
parking experience, she also helps ensure Cardinal’s plans for our parking software match
up with the real-world needs of our clients.
5. Steve Hayes (support@cardinaltracking.com), Client Services Specialist Steve is one of the Cardinal team members who will be involved during the implementation
phase and who will continue to be involved post-installation. Steve joined Cardinal in 2005
and has assisted our clients in a customer service role from pre-installation to post-
installation since that time. Steve has extensive experience installing, training, and
supporting Cardinal’s parking products.
6. Mark Spencer (support@cardinaltracking.com), Training/Installation/Support
Specialist Mark is another member of Cardinal’s team who will be involved during the implementation
phase and who will continue to be involved post-installation. Mark joined Cardinal in 1996
and has assisted our clients in a customer service role from pre-installation to post-
installation since that time. Mark has extensive experience installing, training, and
supporting Cardinal products.
7. Cheryl Frakes (support@cardinaltracking.com), Product Support Specialist Cheryl joined Cardinal in 2019 and is responsible for the first line of technical support
for the TickeTrak and the TickeTrak Mobile application. She works directly with clients for
troubleshooting and ensuring customer issues are resolved and questions answered through
through in-person, phone, or email communication. In her role, Cheryl has the ability to
remotely access customer PCs and devices to troubleshoot and/or provide guidance
regarding various aspects of Cardinal’s parking software.
8. Mary Mabry (mmabry@cardinaltracking.com), Product Manager/Client Advocate Mary joined the Cardinal team in 2016, and she serves as a consultant for Cardinal and our
clients. Mary’s experience as a former parking manager and client of several parking
industry software solutions allows her to ascertain best practices utilized in the parking
industry and ensure Cardinal is adhering to those practices. Mary is a Certified Administrator
of Public Parking (CAPP) and has over 30 years of experience working as a parking manager
with public entities in Texas. She currently serves as the president for the Texas Parking
and Transportation Association (TPTA), for which she has held various board positions since
2008, and she has also consistently served on several International Parking and Mobility
Institute (IPMI) committees since 2015.
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All Cardinal staff members are full-time employees, not contractors, who are thoroughly
vetted and background-checked upon hiring. Because Cardinal must comply with the
highest level of government security standards due to our interaction with public safety/law
enforcement customers, our personnel must successfully meet stringent security protocol
requirements before becoming part of our team.
By hiring industry professionals such as those named above, Cardinal retains an upper hand
in staying abreast of parking trends and innovations. These professionals also provide
connections to vendors who can offer additional industry services for our clients.
With the experience of our employees, Cardinal is able to offer services far beyond providing
parking software. We can also provide complimentary advice, consultation, and best
practices guidance for our customers – both in the onboarding process and throughout the
relationship. These professionals provide valuable industry insight to our development team
and project managers, which aids in enhancements to our core functionality. And when
working with Cardinal, you can be assured our employees meet the highest standards for
both professionalism and service in the industry.
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III. SCOPE OF PROJECT
Bozeman Scope of Services Topic #1
Overview: The City of Bozeman is posting an RFP for parking permit and enforcement software. The City
recognizes that in the three years since its last RFP, the parking software landscape has changed significantly. It is in the best interest of the City to pursue software that is at the cutting edge of technology, compatible with our
existing physical assets such as our mobile and fixed LPR technology, and provides an excellent experience for both
our customers and our staff.
Cardinal Response: Cardinal’s experience in the parking industry has been defined by the
need to be flexible and adaptable in creating solutions to meet evolving parking industry
needs. During our many years of doing business, Cardinal has determined that each client
has specific needs, whether dealing with integrations, interfaces, software or hardware
needs. For Cardinal, the key to success is designing systems that easily integrate with
customer and partner external systems, thus fulfilling the needs of each unique client. Many
other parking enforcement/management system vendors try to lock clients into integrations
exclusive to their best interest. In Cardinal’s opinion, that is not in the best interest of our
company or you – the client. Our value is in keeping our TickeTrak system at the cutting
edge of technology and our willingness to work with third parties that do the same.
Bozeman Scope of Services Topic #2
Implementation: Upon completion of RFP process and negotiation of a contract, the parking software provider
awarded the contract will have ninety (90) days to complete the implementation of any new software systems. The
implementation will include, at minimum, weekly check ins with the Bozeman Parking staff, the transfer of all data from the current software provider to a new platform including, but not limited to, citation data, appeals records,
vehicle records, and current and expired permits. Further, the implementation should result in minimal downtime
and little to no impact on enforcement operations or the general public’ s experience.
City staff and the awarded software provider will work together to set an implementation schedule that does not
impact city operations. The software provider will appoint a staff member to the implementation team who has
conducted a similar transition in the past and has worked with the City or in a similarly sized parking operation to serve as the main point of contact on all implementation related issues.
Further, the ideal software provider will implement their software with little to no direct cost to the City.
Cardinal Response: Based on the requirements presented in the City of Bozeman RFP,
Cardinal is capable of completing the installation of the TickeTrak system in 90 days.
Cardinal already has existing integrations with many of the elements required by the City,
including Genetec AutoVu LPR, Luke meters, and the Passport parking application. The
element Cardinal has not yet coordinated with is Central Square Naviline. However,
Cardinal has an established Export Synching Process that makes the import/export of data
files in real-time simple and seamless. Cardinal is proposing this import/export process in
place of a full integration with Naviline, as full integrations are much more complex and
time consuming. The key to completing the Synching Process will be Central Square’s
cooperation in setting up the file exchange, and as long as that cooperation is received,
Cardinal feels it is possible to complete implementation within 90 days. However, if
cooperation is not received and/or if a full custom development integration process is
expected, said implementation could be extended to a total of 120 days.
Cardinal’s implementation will include weekly pre-scheduled calls with Bozeman parking
staff and key figures deemed appropriate by the City. In addition, data will be converted
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from T2 to TickeTrak, including citation data, appeals records, vehicle records, and
current/expired permits. Cardinal will establish a TickeTrak test environment for usage and
learning purposes while T2 continues to run in production. This will allow City users to
become familiar with the system and also allow bugs to be worked out so that when the
time comes to move from the T2 production environment to the TickeTrak environment, the
transition will be seamless with no downtime or impact on operations. Please note that
should the City wish to retain a TickeTrak test environment (for training, review,
troubleshooting, etc.) to run alongside the TickeTrak production environment once it has
gone live, that is an add-on purchase that can be made.
Cardinal’s assigned project manager will likely be Kathy Davis, who has over 20 years of
experiencing in new TickeTrak project implementations. Simply put, Kathy is an expert at
deploying the TickeTrak suite of components and has done so for over 80 clients, including
projects covering parking populations of over 500,000. Kathy will work alongside City staff
to set an implementation schedule that does not impact city operations. Data conversion is
included as part of our overall TickeTrak package services, as is installation.
Bozeman Scope of Services Topic #3
Compatibility: Any new enforcement and permits software must be compatible with technology currently use by the City. Technology used by the City includes: Genetec and Route 1 mobile and fixed license plate readers, three Flex
Luke II Paystations, Passport Mobile App, including the PARK BZN private label app, Central Square/Naviline, our
finance department’ s software.
Cardinal Response: Cardinal’s TickeTrak software is completely compatible with the City’s
technology, and Cardinal has existing integrations between TickeTrak and Genetec (AutoVu)
software/cameras, Luke paystations, and the Passport mobile parking application. We do
not have an existing integraton with Central Square/Naviline. However, as previously
mentioned, we can easily achieve an interface using Cardinal’s standard Export Synching
Process, as long as cooperation is received from Central Square to create said process.
Please keep in mind that all charges on the Cardinal side to create the interface with
Naviline are included in our pricing proposal. However, be aware that Central Square may
also charge a fee on their side to cooperate in the process, and the City should check with
their Central Square representative for clarification on that point.
Bozeman Scope of Services Topic #4
Enforcement: Enforcement technology must allow for ease of use on a mobile device and with our current fixed and mobile LPR technology for enforcement officers. The software should communicate regularly with the paystations,
mobile app, and permit database to ensure all information is up to date. The preference for the enforcement
software to be updated at least once per minute regarding new parking sessions or permit purchases. Officers
should have the option to either print tickets on site or send tickets via mail to the registered owners of the vehicles. The software should have several options in compliance with Montana State Law and Policies for looking
up registered owner information for both in-state and out-of-state vehicles. Additionally, any proposal that includes
options to improve enforcement in the Bridger Parking Garage and increase efficiencies is welcome. The Bridger Parking Garage is currently a pay-by-plate paystation or mobile app and permitted environment with a fixed LPR
for enforcement.
Cardinal Response: Cardinal’s TickeTrak Mobile Android (TTMA) software for enforcement
handhelds has LPR querying capability for violations related to timed parking, parking
rights, scofflaw and permit permissions. When creating citations using TTMA, up to four
violations can be entered on one ticket. Pre-configured locations and vehicles can be easily
chosen from drop-down lists, and the latitude/longitude is recorded on every ticket. TTMA
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also allows an unlimited number of images to be captured in association with a citation.
These images transfer along with all citation data to the TickeTrak back-office system and
are made available in the front-facing web portal for viewing by customers who may appeal
citations. In addition, TTMA has an optional boot/tow feature, so that if a client enforces
with such actions based on client-determined parameters, the system can be configured to
notify enforcement personnel that those appropriate steps should be taken.
Genetec is Cardinal’s LPR partner, and we have an established, real-time integration
between TickeTrak and Genetec AutoVu fixed and/or mobile cameras for on-street and off-
street enforcement. When the LPR vehicle operator chooses to enforce a violation, the
information collected by the Genetec LPR vehicle, including images, can then be used by the
mobile device to create a ticket.
Cardinal provides a flexible system that will work directly with the client to provide the
parking management services needed for the LPR application which further facilitates
validating virtual permits. Please see below for more details on the TickeTrak/Genetec LPR
integration architecture.
In addition, we have integrations with the Passport parking application and Luke meters,
whereby data regarding new parking sessions is passed immediately to TickeTrak and
TTMA. Cardinal also offers our own mobile LPR function on the handhelds that can scan
plates and notify if there is a violation from a scofflaw, permit, or parking permissions.
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Currently, to transfer citation data from TTMA to the TickeTrak back-office administrative
system, the print function in TTMA on the handheld must be executed to initiate transfer.
However, development is currently underway on a modification to TTMA that will allow the
print function to be bypassed while still transferring TTMA data to TickeTrak. In the
meantime, printed handheld citations can be mailed/emailed by parking staff to vehicle
owners of record, or citations generated by the handhelds can be disposed, and using
TickeTrak, batch notifications can be scheduled to generate citation notices for vehicle
owners that can be mailed/emailed.
Cardinal can easily integrate with state DMV databases, including Montana. In addition,
Cardinal has an established integration with the ORIS National DMV lookup database, which
is charged per lookup inquiry, +according to individual state pricing. The ORIS DMV lookup
process allows agencies to submit ownerless vehicles for information return and population
in the TickeTrak system. Agencies are charged on a per inquiry basis. For the majority of
license plate states, the ORIS per inquiry charge is $1.75. But NJ, PA, CT, and AZ charge
significantly higher fees, ranging from $4 - $7/inquiry. Each client has the option to
perform associations through the DMV database directly or through a batch process setup
as a service. TickeTrak also allows ownership title dates to be entered so ownership history
is maintained for future reference with ticket/people/vehicle associations.
In regards to options to improve enforcement in the Bridger Parking Garage and increase
efficiencies, Cardinal recommends the Timed Parking function, included in the TTMA
handheld software. Enforcement personnel can use this feature to electronically “chalk”
tires by indicating valve stem locations to establish parking timelines. This data is sharable
on all handhelds, and any enforcement officer can view previously marked vehicles. In
addition, because officer enforcement information created using TTMA is immediately
transferred to the TickeTrak 10 back-office system, personnel can view said information via
the SkyView analytics dashboard.
Bozeman Scope of Services Topic #5 Permits: Digital permits are the preferred permit methodology for the City. The City currently enforces two
permitted residential zones, Unified Development Code permits for the garage, and annual and monthly permits in
the surface lots and garage. In the future, the City would like to expand these options to include additional
residential areas and an employee permit program for downtown businesses. Further, the City may look to acquire additional surface parking lots or parking structures that may require permitted environments. An ideal system
would allow for convenient permit management for current permit holders, automated renewal notices, a maximum
of five minutes for a reasonable user with all required documentation to apply online for a permit, and require
minimum staff interventions to keep the permit system up to date. Further, an ideal system would allow a reasonable customer to update the license plate information on a visitor permit in less than 30 seconds from either
a mobile or desktop platform. Any time requirements will be assessed in a demo environment should interviews
and demos be conducted.
Cardinal Response: TickeTrak includes a complete permit management system that is
fully functional whether the client is using the license plate as a virtual permit or issuing
physical permits. Both types of permitting within TickeTrak can be linked to a person and/or
a vehicle as well as linked to one or more vehicles and one or more people. The permit
management feature allows administrators to create an unlimited number of permit types
with multiple configurations and permissions in the TickeTrak back-office administrative
system. Configurable parameters include permit types, time frames, eligible purchasers,
(based on criteria determined by the City), and whether customers may possess multiple
active permits with overlapping time frames.
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TickeTrak 10 allows clients to assign a person type to a customer so as to determine what
type of permit they are authorized to order, or set up for a bulk prequalification that is
approved or denied by administration. All permit types are tracked throughout the process
and approval stages whether they are guests or residents. All permit information is recorded
with permit number, permit type, issue date and expire date along with person information.
All issued permits are tracked and recorded on each associated person and/or vehicle
record. All information is retrievable for reporting purposes and can be exported if needed.
Permit data is also automatically made available to enforcement personnel using handheld
units with TTMA installed. These units have querying capability for violations relating to
permit permissions as well as associated vehicle and person data.
The TickeTrak 10 Web Portal is a user-friendly, web-based interface where customers and
guests can easily order permits, pay for permits/citations, and appeal their citations. The
pages are intuitive and may be branded with the client’s choice of header and footer
information (logos, pictures and instructions). The portal can be set up to require an
unlimited number of documents to be uploaded during the permit request/purchase process,
including, but not limited to, driver’s license, vehicle registration, proof of residency and
proof of insurance. Client office personnel can then view the attachment prior to approval of
the permit and, if needed, they can email the client to resend attachments. The "shopping
cart" function on the online portal will compile payments for citations and permits. Options
include full, partial or split payments on citations and permits, or by clicking on a fee/fine to
indicate the type of payment that is being made.
Customers with even limited computer/technology knowledge will find the portal easy to
use. Upon entering, the intuitive portal interface will lead customers prepared with
necessary documentation through clear steps to complete account setup and/or permit
request information. This process can easily be completed in under five minutes, with a
more reasonable expectation being under four minutes. No staff intervention should be
needed unless the customer entering the online portal has extremely limited computer
navigation experience.
In addition, the TickeTrak web portal will allow a customer with even limited computer
literacy to update their license plate information for a permit in less than 30 seconds from
any device with an internet connection. All information regarding a permit, including the
permit type, the person with which it is associated, and the vehicle with which it is
associated, is found on one screen. There is no need to navigate between varying windows
or tabs to enter/update information.
Permit billing functions within TickeTrak allow for the generation of renewal notices for
renewable permits. Notices can be printed as a single letter or a batch print job and a copy
of each notification is saved and attached to the account record as part of the customer
activity history. Notice letters can be run on demand or auto-generated on schedule using
predefined criteria without user interaction, and clients can set user-defined roles so that
outstanding invoices can be setup. The TickeTrak template system allows users to create an
unlimited number of forms, statements, and letters as well as the attachment of Word
documents, images and notes.
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Bozeman Scope of Services Topic #6
User Interface: Any software should have a clean, well-designed user interface (UI). The UI should be intuitive for
both City Staff and the customers. The UI should have accessibility features as required by the Americans with Disabilities Act. Further, the UI should be operable on both a mobile and desktop operating system. Additionally,
the UI should allow staff to easily make edits to any documents such as renewal notices and appeal letters without
the need for additional payment or software. The UI will be considered during the demo/ interview phase of the
process should the City choose to conduct that step.
Cardinal Response: TickeTrak 10 is a robust web-based, SQL database-backed system
with a full-featured and intuitive user interface to manage permits, enforcement, citations,
people, vehicles, and payments. TickeTrak can be accessed on any device with an internet
connection, including PCs, laptops and mobile devices. The system was created with a
responsive design, meaning it will scale for maximum readability and navigation based on
the device on which it is being utilized. The TickeTrak back-end administrative software
allows data to be accessed from multiple locations, creating extraordinary ease-of-use.
Providing data access from multiple sources within one TickeTrak user interface also helps
scale client efficiency. The ability to add records, edit records, attach documents, create
notices and create letters is inherent in the TickeTrak 10 Complete system at no additional
cost. Cardinal's open architecture provides web services and APIs for integrations with web-
based vendors providing complete ADA compliance or other parking-related services.
Bozeman Scope of Services Topic #7
Reports from Data: A modern, 21st century parking operation requires high quality data to make informed
decisions. The awarded software provider needs to have the capability to provide reports from their data including, but not limited to, daily transactions, monthly transaction reports, types of citations issued, where citations are
issued, permit usage, and occupancy data in garages, surface lots and on-street areas managed by the City of
Bozeman Parking Services.
Cardinal Response: The TickeTrak system has a number of selectable criteria allowing
clients to easily retrieve needed data. TickeTrak contains over 100 standard reports,
including, but not limited to, daily transactions, monthly transactions, types of citations
issued, where citations are issued, and permit usage. Although TickeTrak does not have a
way to track occupancy, that report can be generated by Genetec through their AutoVu
package.
New custom reports can be designed by authorized users and saved for future use using
Cardinal’s FlyWriter Ad Hoc Report Writer. With this tool, users can select the fields,
grouping, criteria, and output for reports. The reports can be created to include any field
that is contained on in association with a ticket, person, vehicle, appeal, or permit.
Cardinal also provides support for additional reporting needs. Reports can be created for the
export of data to interface with other systems. The Cardinal system allows reporting
information to be exported in flat file formats, including PDF, XS Document, Web Archive,
TIFF file, Excel, CSV, and Rich Text Format so that clients can utilize all their vendor partner
information in one place.
Bozeman Scope of Services Topic #8
Data Storage: The software provider must comply with the City of Bozeman’ s cloud software policy as seen in the
appendix.
Cardinal Response: Please see Cardinal’s completed data/cloud storage questionnaire in
Appendix A of this response.
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Bozeman Scope of Services Topic #9
Customer Support, Services, and Training: The software provider should have a proven track record of excellent
customer service. Customer service should focus on providing ample support to both staff and the general public. Trainings for current staff and any new staff, basic database maintenance, and demos for new customer groups
should all be included in the cost of the software services. The best software providers will submit a proposal
outlining the staff dedicated to the City’ s accounts and their experience include transition to any new platforms.
Cardinal Response: Please see Cardinal’s training and customer service qualifications in
Section IX of this proposal. Please see a summary of Cardinal staff that will work with the
City of Bozeman, should we be selected as vendor, included in Section II of this proposal.
Bozeman Scope of Services Topic #10
References: Software providers should submit no less than three references who can attest to software
performance, customer service, and the transition team provided.
Cardinal Response: Please see Cardinal references in Section VIII of this proposal.
Bozeman Scope of Services Topic #11 Montana State University: Montana State University may choose to participate in an enforcement and permit
software system operated by the software provider. Montana State University may choose to utilize this RFP as a
selection process. Vendor and Montana State University will develop a separate instance of the software to best
suit the University’ s needs. This is not a guarantee that Montana State University will participate in selection process or choose to use the software provider.
Cardinal Response: Cardinal will gladly honor this same proposal being offered to the City
of Bozeman for Montana State University, as a separate instance of the software to best suit
the UoM’s needs.
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IV. GENERAL/TECHNICAL REQUIREMENTS
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V. RELATED PROJECTS WITH SIMILAR SCOPE
The City of Helena, Montana, has been a client of Cardinal since 2010. Helena parking
officials came to us in need of an automated parking enforcement system with more robust
features than the system they were using. Cardinal was able to successfully deploy our
then TickeTrak 9 solution with TickeTrak Windows Mobile software operating on Casio
handhelds to streamline their parking management and enforcement operations. In 2019,
Helena upgraded to TickeTrak 10 and TickeTrak Mobile Android using the N5Z1 units and
began hosting the system in the Cardinal Cloud. They also use a custom DMV interface and
are currently exploring the possibility of adding the Cardinal Web Portal.
Contact: Tim Nickerson, Parking Manager
Phone: (406) 447-1598
Email: tnickerson@helenamt.gov
The City of Hollywood, Florida, although larger than Bozeman, represents a TickeTrak 10
Complete customer using virtually all features of the TickeTrak suite. Hollywood came to
Cardinal in need of a robust and easy-to-use parking management system as well as
enhanced customer service and support. Hollywood has been a client since 2018 using
TickeTrak 10, TTMA, and the Web Portal for online ticket payments, online permit
purchases, and online appeals. They also utilize the Genetec interface, a Florida DMV
interface, a direct interface to Parkmobile parking application, and an interface to Luke
meters. They also have several custom interfaces designed for their agency.
Contact: Hal King, Parking Administrator
Phone: (954) 921-3495
Email: hking@hollywoodfl.org
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VI. PROPOSED IMPLEMENTATION TIMELINE
The following timeline is stated with the expectation of excellent communication between
Cardinal and the City of Bozeman. Project kickoff meetings will be scheduled once the
contract is completed, usually within two weeks of the contract being finalized. Per the
request of the Bozeman RFP, Cardinal will make every attempt to install, implement, and
deploy the TickeTrak system within the stated 90-day expectation, and we feel said timeline
is achievable. However, to be transparent, should Cardinal’s traditional import/export
process not be satisfactory in establishing communication with Central Square/Naviline or
should additional existing interfaces not receive traditional cooperation from the associated
third-party vendors, the project could take up to 120 days.
Task Name Duration Responsible Party
City of Bozeman-MT Project 90-120 days
Project Kickoff Milestone Cardinal + Client
Project Kickoff Meeting Milestone Cardinal + Client
IT Kickoff meeting 1 day Cardinal + Client
Contact all integrated Vendors to
begin the project
Contingent upon
responses
Cardinal
On-site needs analysis (if needed) 3 days Cardinal
Site survey for existing software and
hardware
4-6 weeks prior to
go-live
Cardinal + Client
Ticket design 4-6 weeks prior to
go-live
Client + Cardinal
Install scheduled 4-6 weeks prior to
go-live
Cardinal + Client
Training scheduled 4-6 weeks prior to
go-live
Cardinal + Client
Resolve any existing hardware or
software issues
4-6 weeks prior to
go-live
Client
Passport Payment App Integration Milestone
Passport Payment App Integration Contingent upon
responses
Cardinal + Passport Payment App
Vender
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Central Square/Naviline
Software Integration
Milestone
Central Square/Naviline Software
Integration
Contingent upon
responses
Cardinal + Central Square/Naviline
Software Integration
Luke II Paystation Integration Milestone
Luke II Paystation Integration Contingent upon
responses
Cardinal + Luke II Paystation
Integration
Genetec AutoVu LPR Integration Milestone
Genetec Autovu LPR Integration Contingent upon
responses
Cardinal + Genetec LPR
Create Sandbox Server Milestone
Pre-installation Milestone
Test remote connection to the
organization
2 weeks prior to
training
Cardinal + Client
Test hardware to be installed 2 weeks prior to
training
Cardinal
Order ticket stock 2 weeks prior to
training
Cardinal + Client
Remote installation 1 week prior to
training
Database install ½ day Cardinal
Workstation application install ½ day Cardinal
Complete configuration 2 hours Client + Cardinal
Test/resolve any application issues Dependent on
issues found.
Client + Cardinal
Handheld units received onsite 1 day Client
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Onsite visit and training
Test and verify the installation of server, workstations and handheld
units
½ day Cardinal
Configuration and setup ½ day Cardinal +
Client
Administrator training 1 day Cardinal +
Client
Desktop user training 2 days Cardinal +
Client
Handheld end-user training 1 day Cardinal +
Client
User testing/System verification 14
days
Client
System go-live 1 day Client
User acceptance 21
days
Client
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VII. RECENT/CURRENT WORK FOR CITY OF BOZEMAN
Cardinal Tracking, Inc. has not previously engaged in any work for the City of Bozeman.
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VIII. REFERENCES
Cardinal Tracking, Inc. has a long-standing history and experience in providing our solutions to the
parking management market. Cardinal Tracking was the first company to introduce handheld
technology for automated parking enforcement to a local university. Since 1985, colleges,
universities and cities have relied on us for parking management and enforcement solutions.
City of Marietta, GA - A client with 20 plus years using Cardinal Tracking products
who recently upgraded to TickeTrak Mobile Android and the N5Z1 units. They also
have a custom interface to transfer data to their court system.
Contact: Bruce Bishop, Deputy Director of Information Technology
Phone: 770-794-5551
Email: bbishop@mariettaga.gov
Address: 205 Lawrence Street, Marietta, GA 30060
City of Dover, NH - Client since 1994 using Casio IT-9000s units using TickeTrak
Complete.
Contact: Bill Simons, Parking Manager
Phone: 603-516-2277
Email: w.simons@dover.nh.gov
Address: 46 Locust Street, Dover, NH 03820
New Hampshire Department of Natural and Cultural Resources (DNCR) –
Client since 2004 uses TickeTrak, TickeTrak Mobile, Online citation payments and
appeals, collections interface, DMV interface and ORIS.
Contact: Dee Dee Hanson (Program Specialist, DNCR)
Phone: (603) 271-3556
Email: Diane.Hanson@dncr.nh.gov
Address: 172 Pembroke Rd., Concord, NH 03301
City of Billings, MT - A client since 2009 currently using TickeTrak 9 and working
towards an upgrade to TickeTrak 10. They use a custom DMV interface and are
exploring the possibility of adding LPR cameras in their city in the future.
Contact: Tracy Scott, Parking Division Manager
Phone: (406) 657-8412
Email: scottt@billingsmt.gov
Address: 210 N. 27th St., Billings, MT 59101
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IX. TRAINING/CUSTOMER SERVICE PLAN
Training
Cardinal will work closely with the City of Bozeman to determine the best approach for
training City staff on the new TickeTrak application. Cardinal will customize the training
process and materials to match the needs of the City. For example, if an agency can’t
assemble all staff for training during the training period, Cardinal will often employ a train-
the-trainer method, whereby training for a select group of personnel is conducted, and
training materials are then provided for those individuals to continue the trickle-down
training methodology accordingly. In other instances, Cardinal will conduct multiple sessions
covering the same training topic to ensure a larger number of agency users can be trained,
but not all at the same time.
Training is typically conducted in three phases: Administrator Training, Desktop User
Training, and Handheld End-User Training. Training is scheduled 4-6 weeks prior to the go-
live date, which Cardinal will work out with the City based on what works best for them.
Administrator Training (a.k.a. “train the trainer”) typically takes one to two days. Desktop
User Training typically takes two to three days (and covers the back-end user processing).
Handheld User Training typically takes one to two days. All training is, preferably,
performed onsite and is customized to the needs of our clients. This includes customizing
the material as well as the schedule for the training. For example, if a client can’t have their
entire staff available for training at the same time, we can perform the same training
sessions multiple times to accommodate schedules. Cardinal will review the training plan
with the City prior to the arrival of our trainers. Adjustments will be made, and a final
syllabus will be provided that lists the training description, objectives, and expected
timelines. If there are class size limits, those will be noted.
For a new client initial installation, an in-person, instructor-led environment is
recommended for users to understand the TickeTrak administrative and enforcement
software functionality, as well as the capability of the handheld devices. Cardinal believes
on-site training allows for a more enriched learning and interactive experience that can be
adapted quickly based on need and understanding of the products. However, we understand
that circumstances may prevent our personnel from coming on-site for training at the City.
If remote, or computer-based, training is needed, Cardinal can schedule the training on an
as-needed basis. Our TickeTrak user manual is always available and continuously updated
for our users to answer any functionality question, but we encourage our customers to
reach out to our outstanding support team for personalized and immediate help.
Project Managers arrive on-site for training well before the go-live date. The Cardinal
trainer, together with the City, will determine the order of personnel to be trained, i.e. back-
office administrators first, front-line staff second, enforcement personnel third, etc. Many
clients have staff that work in multiple areas, so we strive to meet such needs by offering
flexible training that covers all areas and individuals using the system.
After go-live, our support team can assist with educational and operational issues, as well
as provide best practices guidance. In addition to initial training provided by Cardinal to
clients, we offer annual user-conferences for refresher classes and to educate new staff.
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Customer Service/Support
As the perfect complement to our TickeTrak software and hardware suite, Cardinal’s
customer service will equip the City of Bozeman with the ongoing assistance needed to
make your parking operation efficient and successful. With an average tenure of over 10
years, our support team develops a personal relationship with your staff, understanding
your operations and IT infrastructure. If you have an issue, it is not exclusively your issue,
but it is our issue. When requiring support, Cardinal clients speak with a live person and are
not forced to initially interact with an automated line or chatbot. If an initial call for support
goes to our live phones and a technician is not available, the next available tech will return
the call ASAP, with the goal being no later than two (2) hours following the initial call.
Customer support representatives are available to assist customers Monday through Friday
from 8:00 a.m. to 5:00 p.m. (Central Time), excluding standard national holidays observed
by Cardinal. Network monitoring is provided 24/7/365. During the referenced hours of
operation, unlimited support is available to answer questions and assist as needed during
implementation, go-live and post-production. Cardinal staff can also assist with parking
analysis and best practice questions. Customers may initiate consultations with customer
support representatives to discuss such things as installation instructions, hardware,
software functionality, operating procedures, data modifications, and other concerns that
may arise. Although the Cardinal support team does not take requests or questions from the
general public, the team will, however, aid our client parking staff users in formulating
answers or troubleshooting so that they may provide educated responses to general public
inquiries. If requests are made outside of normal operating hours, the support request will,
nonetheless, be received immediately and addressed as soon as possible.
Customers initiate support requests through a toll-free number, email or on the internet. All
support calls are entered into our TeamSupport Customer Relationship Management
System. TeamSupport logs all calls, assigns reference ticket numbers, provides queue
management for pending issues, and generates statistics/reports. Customers may follow the
status of calls on the internet using unique, secure accounts, which allow access to call
status and call history. Cardinal management monitors these calls to verify we are abiding
by policies and to report the calls to Cardinal’s administration staff on a weekly basis.
Our support team is staffed by full-time, in-office personnel who are employees of Cardinal,
not from third-party support contractors. All support personnel are thoroughly vetted and
background-checked based on stringent government requirements. The customer support
group will be responsible for all aspects of the customer account, including integrated
products and third-party vendors, and will serve as the customer’s in-house spokesperson
at Cardinal.
Cardinal has also developed a system of escalation and priority levels to insure a client’s
quick and successful process through the system. Our multi-tiered support system moves
customer issues from initial analysis, to advanced support, and finally to development staff,
if required. 99.99% uptime is guaranteed with no more than four (4) hours of scheduled
maintenance per month.
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Adding to the assistance provided by our support staff, Cardinal’s development team is
divided into two functions – maintenance development and new product development.
Maintenance developers are dedicated to resolving daily issues, bug fixes, and scheduled
upgrades to existing products. These developers work closely with the support team to
monitor your issues and create solutions. New product developers are focused on creating
new products and functionality, which further supports customers as they grow with
TickeTrak into the future. Both development teams follow internal quality guidelines and
utilize the same tools and techniques to ease transition of code from new product
development to maintenance.
Full support agreements are available and can be provided to clients at the time of sale.
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X. PRICE PROPOSAL
The below pricing estimate represents first-year, all inclusive pricing for the TickeTrak
system components discussed in this response and shown below. As you review this
information, please be aware that several line items are listed as optional. Should the City
choose not to move forward with those optional items/services, the quote total would be
adjusted accordingly. For example, the quote shows pricing for the N5Z1 all-in-one
Android/scanner/printer unit that many of our customers use with TickeTrak Mobile Android.
However, this is not the only option. The City may choose to secure its own Android devices
(most that have Android Operating System Version 6 or higher should be compatible –
Cardinal can verify) and pair them with a mobile printer (your current mobile printers would
likely work). So, in this example, all hardware would be removed from the quote. We are
happy to discuss pricing at your convenience and make adjustments accordingly.
Many agencies prefer to pay for the initial first-year costs up front, and then pay only a
yearly maintenance fee for each year thereafter. Should this be the case with the City of
Bozeman, the total at the bottom of this quote would reflect your initial payment, and the
“Notes” section near the top of the quote shows the recurring annual maintenance payment
beginning in Year 2, and for each year thereafter. However, Cardinal is not married to this
payment structure. If the City of Bozeman needs to explore a more subscription-based
pricing model, Cardinal can certainly do so. Moving forward, the below quote will give us a
staring point for discussions.
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XI. AFFIRMATION OF NON-DISCRIMINATION
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XII. APPENDIX A - CLOUD DATA QUESTIONNAIRE
Cloud Services Questions Cardinal Response
1) Service levels: What level of service
should we expect? What is the City’s recourse
for excessive downtime? Refund of
percentage of monthly fee?
Cardinal Tracking will measure the performance
of the Hosted System against the service levels
using Cardinal Tracking’s standard monitoring
tools. At the Customer’s request, Cardinal
Tracking will provide CUSTOMER with the
performance reports on a regular scheduled
basis. Please refer to attachment: Cardinal
Hosting Services - Service levels for downtime
and service credit information.
2) Data ownership: Who owns the data we
provide and what can be done with the data?
Customer Data is and at all times shall remain
the exclusive property of Customer.
3) Data security: How secure is our data and
how is it being kept secure?
For Hosted customers, all data is encrypted at
rest and in transit. Cardinal provides a secure
single tenant solution with antivirus, anti-
malware, and intelligent intrusion detection tools
and appliances behind a dedicated firewall. Data
transmitted and received is encyrypted using
HTTPS protocols to and from client white-listed
IP addresses or ranges.
a. If this is a multi-tenant environment on the
same hardware how is our data kept separate
and secure from other customers, including
any PII (Personally Identifiable Information)
that may be gathered?
Cardinal provides a single-tenant VM
environment for each customer stored in a
dedicated Hyper V environment.
b. If PII is gathered, is it encrypted in transit
and at rest?
Data is only accessible through credentialed
services over an encrypted HTTPS connection.
No direct database access is allowed. For
transmitting sensitive information over a TCP/IP
network we utilize SSL and 256-bit AES, SSH
and also VPN. SQL data is encrypted at rest and
in transit.
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c. If credit card transactions are occurring is
your system fully PCI compliant?
TickeTrak complies with PCI standards via its
approved ecommerce providers. See attachment
for a list of approved ecommerce providers. The
TickeTrak application does not directly capture or
store credit card data.
4) Data integrity: What do you do as a vendor
to ensure our data maintains its integrity?
All communications from hosted to client are over
HTTPS with certificates or an optional site-to-site
VPN. Data integrity is ensured by thorough
testing coordinated between Cardinal and the
third party we’re integrating with. After
deployment, the client can continue to test data
integrity by running common reports between
systems to ensure continued data integrity. For
more information please see the attached Hosted
Cloud Application Service documentation.
5) We require data centers to be located in the
United States: What country will our data be
kicated in?
If hosted by Cardinal, the Rackspace Global
Infrastructure maintains highly trained specialists
to oversee each clients infrastructure, which uses
the latest technologies and resides in enterprise-
grade data centers positioned in Chicago,
Dallas, Northern Virginia.
6) Responding to legal demands to disclose
data: What is your process when someone
subpoenas or requests our data from you as a
vendor?
Cardinal complies with all valid state and federal
subpoena requests and will notify and review
with client prior to data release where allowed.
7) Reporting: What is your protocol for data
breaches? See Disaster Recovery Plan in Appendix C.
8) Disaster recovery: What protections/
protocols do you have in place to mitigate
disasters?
Cardinal Tracking Inc. developed the attached
disaster recovery plan (DRP) to be used in the
event of a significant disruption to the features
listed in the Disaster Recovery Plan. The goal of
this plan is to outline the key recovery steps to be
performed during and after a disruption to return
to normal operations as soon as possible.
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9) Business continuity: If you decide to bring
your business to an end what happens to our
data?
A disaster recovery event can be broken out into
three phases, the response, the resumption, and
the restoration. These phases are also managed
in parallel with any corresponding business
continuity recovery procedures summarized in
the Business Continuity Plan which is attached.
10) Termination rights and consequences:
What is your termination policy both for you as
a vendor and us as a customer?
Termination policies are specified in the Cardinal
Tracking software license agreement attached.
11) Exit: If we exit our relationship what
format can we get our data in and what
assistance will you give us in transferring our
data to us in a usable format?
Our application uses a standard SQL Server
database for storing data. This data is owned by
your agency and you can request a copy of this
database at any time. The data is stored in tables
appropriately named but data mapping
information can be provided if needed.
Cardinal TickeTrak Cloud Hosting Architecture Diagram
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Cardinal Rackspace Cloud Hosting Information
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XIII. APPENDIX B – TICKETRAK PRODUCT INFORMATION
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TickeTrak 10 Administrative Back-End System Sample
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XIV. APPENDIX C – CARDINAL TECHNICAL DOCUMENTATION
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