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HomeMy WebLinkAboutBozeman MT RFP Final Response copyCity of Bozeman RFP: SOFTWARE FOR PARKING ENFORCEMENT AND OPERATIONS CITY OF BOZEMAN Proposal Contact: Chris Parck Title: Sales Representative Phone: 805-963-9400 Email: iparqsales@iparq.com Contractor: INET, inc. (dba iParq) Mailing Address: PO Box 60309 San Diego, CA 92166 Phone: 805-562-8200 T: 805.963.9400 F: 888.900.7845 P.O. Box 60309, San Diego, CA 92166 www.iparq.com iNet, Inc./iParq 0 Table of Contents: Page a) Executive Summary 2 b) Firm/ Individual Profile 4 c) Scope of Project 7 d) General and Technical Requirements 36 e) Related Experience with Projects Similar to the 38 Scope of Services f) Proposed Implementation Schedule 39 g) Recent and Current Work for the City of Bozeman 49 h) References 50 i) Training and Customer Service Plan 51 j) Price Proposal 53 k) Affirmation of Nondiscrimination (Appendix A)60 l) Cloud Services Questions (Appendix B)62 1 Executive Summary iParq Background iParq built the first web-based parking system, and in the last 22 years, we’ve led major changes in the parking industry. We helped modernize the parking resources of a diverse group of colleges, universities, municipalities, law enforcement agencies, and private operators across the country. We pride ourselves on offering a world-class, fully-hosted,high-availability system at an affordable cost. Our systems are always on. In 2019 & 2020, iParq clients and their customers did not experience one second of perceived downtime.Simply, every time, everyday, when customers or administrative users accessed iParq,their web requests were instant, and always ready. We realize that your customers will evaluate the City’s program every time they use the system. In today’s connected world, there is no room for less than an easy to use, high quality experience for your users. The world has come to expect that, and iParq, as the leader in the parking industry, is uniquely positioned to provide that level of service to the City and their users. The system is integrated, robust, and extremely flexible to fit our clients’ needs. Services include all required processing, reviews, data entry, payments,internet site operation, collections, and all other areas of responsibility regarding parking citation processing. iParq understands that the City must have best of breed software and systems for citation issuance, processing, DMV integration, collections and dispute resolutions. The systems must be hardened to prevent outside intrusion, and still be usable by parkers with no training. It must provide full function handhelds capable of handling a wide range of requirements that will result in issuance of state-compliant parking violation notices,as well as the ability to work with legacy systems and handwritten citation books. The system must allow for the processing of that notice from issuance through collection, and must be able to integrate or work in conjunction with outside government systems including the California DMV (DMV), and National Law Enforcement Telecommunications System (NLETs). The system must be intuitive and easy to use, following established standards like common web interfaces already familiar to City staff and your parkers. It must be organized to provide efficiency and be cost effective for the City. It must provide methods to constantly increase collections of outstanding violations. The City needs a vendor with experience processing large amounts of financial transactions, that maintains PCI compliance for all its systems, and has designed its products and service to exceed all industry standards required to process these transactions. iParq is that vendor. We have over 22 years of experience in the implementation, operations and management of college, university, and municipal parking systems. We are an experienced, knowledgeable software development and citation processing vendor who will provide you a tested, world leading, cost effective, web-based citation management solution with the flexibility to handle the City’s needs. This system has been used by some of the largest parking operators in the United States to manage operations, providing efficiency and control. iParq is the working partner the City needs to supply the software and manage the system that will provide an integrated online self-service portal, printing and mailing services, collections, processing, and much more. 2 We have the people, software systems, processes, and knowledgeable development teams in place to best meet all of the RFP requirements. Every member of the iParq team has real world experience in the parking industry and has been trained by iParq to provide the services and systems identified herein. We have outlined the project goals, explained the install/implementation process and timeline, and identified the scope of services needed by the City in the outline below. 3 Firm/ Individual Profile Jason Atkinson iParq Project Manager - Senior Operations Specialist Mr. Atkinson has over a decade of experience specifically relevant to the City’s project. He oversees a team of system experts with decades of combined experience. Mr. Atkinson’s parking industry background, project management skills,and intimate knowledge of iParq systems city have resulted in successfully implementing and maintaining some of iParq’s most complex City assignments. He applies his strong planning,analytical, and technical skills to meet tight deadlines and delivers performance the City can rely on. While leading the iParq Operations team, Jason’s experience with University,municipal, police and related accounts during his tenure at iParq include: Xavier University,University of Akron, Bloomsburg University, City of Baltimore (PABC), City of Brea, City of Anaheim and City of Los Altos, and more. His background in the parking industry, starting as an enforcement officer to managing university operations gives him the direct relevant experience best suited to meet and exceed the goals of the City. Mr. Atkinson has a unique experience of first being a client of iParq’s. His experience as a client, rather than the vendor, provides him with a one-of-a-kind perspective, which has proven extremely useful for transition and IT project management. He has written parking citations and has been a technical lead for the implementation of parking systems in the university setting, prior to and during his employment with iParq. His experience directly correlates to his success at iParq; implementing a wide variety of online parking management solutions. Having been a client, Jason understands parking from both the client side and the iParq side, and brings that experience to each of his clients. In addition to his unparalleled project management abilities, iParq clients have benefited from his practical understanding of these systems and how they apply to the ever-growing needs of the City. As your dedicated hardware and software expert, Mr.Atkinson’s main duty will be the oversight of the City’s implementation, comprising 95% to 100%of his time during implementation, including the training of City staff. He is responsible for performing benchmark analysis, and meeting or exceeding the established timeframes with the City. He will be the main point of contact to direct other iParq staff in their responsibilities,including our Operations and Software Development teams. Should you need anything, Jason will be the City’s liaison, and you will have his direct cell phone number. Tien Dang Client Services Manager With over ten years of parking management experience Ms. Dang has handled hundreds of implementations for municipalities, universities,private operators, medical facilities, professional sports programs and transportation authorities. Her extensive knowledge of the iParq system and experience training staff has allowed her to seamlessly transition each and every client for a high-level customer experience. Her portfolio includes multi-billion dollar agencies and extends throughout the Americas, providing you with the experienced manager the City deserves. Tien Dang has worked for iParq for over a decade.The amount of implementations she has worked on is too long to list. She works with major cities, counties, universities, transit centers, and private operators on a daily basis to ensure all customer service needs are met. 4 Ms. Dang’s main duties are to train and oversee Client Services staff, train clientele on new iParq modules, and to provide support to the iParq PM. This includes product testing and design, working with clients to implement new state of the art programs, improving processes and practices, and delivering a superior customer experience. She will assist the City with any needs that may arise and will be your second point of contact, after your PM Jason Atkinson. Tien’s work commitments include providing leadership to the Client Services team that is responsible for supporting you and your customers.Her time is dedicated to your project as one of the primary points of support. Tien and the Client Services team are dedicated to providing prompt, accurate phone and online support to the City’s parking customers - a major component in the sustained success of the City’s parking management program. Geoff Bonham Controller Mr. Bonham’s 15+ years experience in finance and accounting with 10 years as a Finance Manager. He is adept in high volume accounting and finance in both the software and manufacturing industries. His broad experience includes managing the design and implementation of accounting systems and procedures,and he specializes in Financial Reporting, Budgeting, Contract Negotiation, and Internal/External audits. Geoff’s duties include management oversight of the iParq Accounting team, which is responsible for providing the City with all statements and invoices, answering questions, setting up and monitoring bank accounts, reviewing deposit information, and randomly auditing your account. Geoff will be your personal accounting contact. Keith Barcia Chief Operating Officer Streamlining system implementations and improving operational efficiencies are Keith’s primary objectives. Keith has served as a corporate executive for over 31 years, including 6 years at the nation’s largest private parking provider. His industry experience as a Senior Executive Committee member provides a wealth of experience and insight to iParq’s clients and development team. His time as a Vice President of Internal Audit and Revenue Control gives iParq an edge on the competition, being able to provide our clients with a system managed by a leading expert in the field. His main responsibilities include executive oversight of iParq management teams, conducting quality and workflow control, and administration of our state of the art Project Management system. Using scrum techniques within an Agile Software Development framework, the City’s implementation will be managed from start to finish with maximum oversight and follow-up, as well as, providing the necessary resources to “Go Live” on time or early. A robust tracking system within this Project Management system, complete with numerical assignments, allows our teams to communicate progress updates, both internally and externally, throughout your implementation. In addition, Keith can commonly be found “in the trenches,”offering guidance and support to enhance and streamline operations. He is directly available should the City need him. 5 Todd Fisher Chief Executive Officer Todd is a recognized expert in electronic parking systems and has been a speaker for the IPI, CPPA, and other parking organizations throughout the United States, Europe, Asia, and the Middle East. He has more than 36 years of experience building computer systems and 26 years of experience as a CEO. Todd earned an undergraduate degree from the University of California, Santa Barbara and a Juris Doctorate from Golden Gate University in San Francisco. Experience pertinent to this contract include: 1. Architecting and implementing the first online citation and adjudication system in the world 2. Building the first automated link to the DMV to link to an online parking management system 3. The first to adopt a consultative approach to software development in the parking industry 4. Inventing the concept of digital photography of the parked vehicle being automatically attached to a parking citation 5. Inventing and developing the first smartphone application to write parking tickets As the CEO, Mr. Fisher’s duties include internal and external consultation, and oversight of the iParq company as a whole. He is directly available should the City need him. 6 Scope of Project 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. 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 Compliant. iParq is first and foremost a software company; integrations are easily accomplishable with just about any 21st century system the City desires, including financial software and payment systems. iParq will partner with the City to determine the desired outcomes of each integration and work with your vendors to receive information from their systems via API or SFTP. iParq has integrated with many of the current and legacy pay station equipment being used by clients throughout the US and Canada. iParq’s systems integrate with any 21st century system. iParq will work with the existing Luke II vendors to integrate through use of existing iParq APIs to unify the existing Luke II pay stations with the enforcement components of the Parking Management System to help ensure a seamless experience. iParq has a strong relationship with Route 1 and Genetec and looks forward to partnering with them again with the City of Bozeman. iParq will also act as the host provider for all your enforcement and permit systems. iParq partners include, but are not limited to: PCS Mobile/Genetec Peoplesoft Cale Parkeon Pay By Phone ParkMobile MobileNow! Spothero Inugo Arrive Parkwhiz BestParking Banner Square 7 Authorize.net Single Sign On services (CAS, LDAP, Shibboleth, and more) NLETs 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 pay stations,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. Compliant. iParq provides the license plate recognition technology and equipment required for the enforcement process of identifying vehicle license plates for both valid virtual permits and those vehicles not associated with a valid virtual permit via iParq’s internal handheld LPR app on Samsung Galaxy S10’s. Moreover, the system is flexible,allowing the City a broad range of choices on vehicle and fixed LPR equipment and vendors.Vehicle-based LPR is integrated directly with iParq’s handheld, printer, and backend system for a seamless experience. iParq is first and foremost a software company, and our systems integrate with any 21st century system. iParq has integrated with many of the current and legacy pay station equipment being used by clients throughout the US and Canada. Using iParq’s robust APIs, iParq will provide City with the support needed to work with their existing (Luke II) pay stations. iParq handhelds can update with our system in real time via wireless or cellular data plans and can push/receive data as fast as a third party’s system is able to update. iParq’s fully-hosted enforcement management system is designed to be intuitive and easy for you and your parking customers to use. We will provide the hardware and software you need, and our system will become your virtual front counter.Customers will have the choice to do everything they once did in your office from the comfort of their home, smart phone, or office computer. They can pay and appeal citations, view photographic evidence, and manage their vehicle information 24/7/365. iParq’s easy-to- read citation page includes color schemes and readily identifiable icons in an approachable format on a single screen. Detailed violation information including fine structure, customer name, ID number, status information, late fees, and an extensive notes field are all accessible by an authorized user. DMV lookup for all states iParq automatically coordinates with your DMV and imports registered owner information into the system as needed. iParq’s system can retrieve registered owner information nightly, place and release liens (where applicable), and automatically generate and send custom correspondence. Through this process, based on the information gathered by the enforcement officer, we can identify if the vehicle or individual has any affiliation with the City, and therefore, adhere to the enforcement policies defined by the City. 8 iParq’s built-in task scheduler, once configured to the City’s rules in compliance with the state’s vehicle code, will automatically place registration holds through the DMV based on the City’s specified aging actions and triggers. In addition, iParq is a national strategic partner of NLETS, the National Law Enforcement Telecommunication System. NLETS links together and supports every state, local, and federal law enforcement, justice and public safety agency with an ORI, for the purposes of sharing and exchanging critical information. This alliance allows us to obtain the most recent name and address of the registered vehicle owner nationwide for our authorized clients, providing an enforcement program for all 50 states. If additional data capture is required from external agencies, we can readily design an API to achieve this. iParq’s Enforcement Solutions Provide: •Tracking each citation from the moment it’s written all the way through the citation life cycle, from issuance through 3rd level adjudication. •Unlimited storage. There is no limitation on citation photo quantity or appeal evidence files. •Secure online administrative access for authorized users within your organization with flexible and easy to use analytics tools. •Secure online citation payment and appeals for parking customers (violators). •Automated notification and fulfillment using customizable templates built for all aspects of customer communication. Based on aging actions and triggers chosen by your organization, appropriate correspondence is automatically sent to the customer via email or US Postal Service. •Handheld notifications alert officers of repeat offenders (scofflaw), allowing your officers to take appropriate actions on warnings or citations such as booting and towing. •Registered Owner Information retrieved automatically through the in-state DMV and/or iParq’s partnership with NLETS for all other states. •Lightweight, weather-resistant, and reliable handhelds and printers with no-fault replacement and spare equipment options for when things don’t go as planned. Additional Features: •Leverage existing assets and save money. iParq’s system is web-based. Any computer with an internet connection and a web browser can access the system with the proper credentials. It works with your existing PCs, printers,and network infrastructure. •Complete audit trail. iParq’s system logs all user activity, providing a complete audit trail of any changes. These logs are available for review by your authorized administrators. •Intuitive design. Anyone familiar with the web will instantly grasp how to use the system. The online ordering/payment process is intuitive, using established website interfaces already familiar to your customers. Your customers will be able to utilize the customer website with no training. The payment process guides the customer through the checkout process, and uses tabs to allow the customer to go back to any previous step at any time. •Complete payment processing. Our online payment website accepts any payment type your organization accepts, and our system is PCI compliant from start to finish. All payments are reflected in the system in real-time. •Unlimited upgrades. We will keep you up-to-date with your software and hardware at no additional cost, for the life of the contract. When software enhancements and new 9 technology becomes available, you will be upgraded at no additional fee. •No security concerns. We were the first parking vendor to achieve PCI compliance. Our security measures are the same as those used by banks and federal agencies, such as the FBI. Our cloud-based system and websites use SSL encryption.iParq protects against outside threats with firewalls, private keys, and multi-factor authentication for further protection. •iParq delivers an always-on, reliable service. Historically,we have achieved 99.9% uptime. We were the first hosted solution for the parking industry. We understand that providing an available, always-on system is not an achievement – it’s a requirement •iParq can do Ticketless printing for it’s enforcement app with customization work. We strongly recommend that the City does BOTH paper citation issuance and ticketless in case a registered owner pull comes back without a DMV match. Benefits to your Operation: Reduce Workloads and Optimize Workflows •Cloud-based enforcement management. •Real time connection between handhelds and the database offers instant access to all required information, and officers receive handheld notifications in the field. •Analytics can be sent to as many recipients as necessary,as frequently as required. Reduce Office Traffic and Simplify the Customer Experience •Allows parking customers (violators) to pay and appeal online, depending on your organization’s rules. •The customer webpage is customizable to function as a part of your organization’s website with your brand, information, FAQs and more for a seamless customer experience. •Citation evidence is available for online lookup in real time, including evidence such as photos. •Appeal evidence may be uploaded by the parking customer (violator) upon online appeal. Aging Actions The iParq system tracks citations from issuance through adjudication and collection. No citations are ever “lost,” regardless of what part of the process a citation may be in. iParq’s aging action triggers are configurable and will be set according to the business rules of the City. Once set up to comply with the Montana Vehicle Code requirements, they may only be changed at the sole discretion of the City. Examples of aging actions are: email notice, letter notice, late fee, DMV lien, transfer to student account, close citation, and block appeal. All aging actions can be set to be suspended automatically during an appeal review period, and if necessary, will automatically resume once a decision has been made. Due dates can be cancelled upon payment in full. They can be suspended/held during the time an initial appeal is being reviewed, an administrative hearing has been requested, and/or an appointment with superior court has been scheduled. These are features standard within our system logic,and are user-definable by the City during implementation. Like all iParq systems, if client policy changes, the system can be changed to 10 cut over to the new policy without fear of affecting previous citations, actions, hearing, or other parts of the system. Your historical data and rules are always preserved for audit or investigative purposes. This preserves evidence, custody, and reliability of theCity’s data, regardless of the rule or law changes throughout the term of the City’s use. Adjudications iParq invented the process of online adjudication and understands that historically the appeals process has been both time-consuming and expensive for all involved. For over 22 years we have refined the system to help the parker make the “right choice” when deciding whether to pay or appeal. This means that when a parker goes online or comes to a front counter to pay, the parker can review pictures, location information,details of the citation (including a scan of any handwritten citations), dates the DMV was contacted,copies of the notifications sent, all previous citations they have received, outcomes from hearings, payment history, and all amounts due and why. The system design guides the parker with visual cues and readily identifiable evidence to encourage the parker to hit the pay button instead of the appeal button. This design increases collection rates and speed of collections for all iParq clients that use it. If a customer appeals, all information necessary to make an informed adjudication decision is displayed for the hearing officer on one screen. Once a decision is made, a simple push of a button will let the customer know the appeal decision,enter the decision in the record, and activate payment options as needed. The system handles all types of adjudication (hearings)from 100% online adjudication, to online hearing scheduling, to paper applications, to manually created hearings. It is simply the most robust adjudication system ever built. We look forward to showing you the benefits and convenience of the system. Collection Process iParq’s system tracks each citation from the moment it’s started on the handheld (or entered for handwritten citations) all the way through the adjudication process. After a citation is issued, the violator can either pay or appeal. If still open,the system automatically runs the citation through the aging action triggers on the City’s prescribed timetable, which may include DMV processes (or retrieval of out of state RO information via NLETs),notice generation and fulfillment, outside tax return intercepts, and collection systems. It can be transferred to an outside collector for their sole collection efforts or can be transferred to outside agencies preserving the right to collect by the City. From issuance through adjudication,all citation information (activity and history) is available to the City’s staff and parking customers online 24/7/365. Scofflaw Scofflaw alerts for citations and warnings is an included and standard function of the iParq system. The City may enable penalties or warning triggers that notify the officer in the field of the scofflaw status. iParq’s scofflaw feature will be set up according to the City’s business rules and the state vehicle code, and can be updated as rules or ordinances change. The module also offers flexibility to enforce compliance and to incorporate educational tools to better serve your parking customers. For example, the Scofflaw Field Alert may instruct the officer to initiate boot/tow, and it could also be set up to provide a warning to a first time offender. The flexibility and functionality is designed to give the City the tools they need to manage scofflaw-related actions based on the rules and goals of the City. 11 Scofflaw information is available for queries and analytics that are downloadable in convenient export formats and viewable online. Triggers The Scofflaw setup has a variety of triggers that can be based on Total Citations, Open Citations, Warning Citations, and/or Old Citations.Each of the trigger sets may be used independently or in conjunction with each other to set thresholds for amounts outstanding, date or total day ranges, and a number of other variables that define and automate the scofflaw procedures of the City. Once set up, the system handles all the tracking, analytics, and actions required to manage scofflaws, eliminating any manual processes City staff may be currently using to discover and manage repeat offenders. Field Alerts Field alerts contain custom instructions for any unique circumstances, typically used for scofflaw, but could also be used as “do not cite”for undercover or VIP vehicles. Handheld notifications will automatically alert issuing officers in the field in “real time” of repeat offenders (scofflaw), when a vehicle has five or more citations,which are at least 21 days old, and have not been paid. This allows your officers to take appropriate actions on warnings or citations such as booting and towing. Notes The officer has the ability to store unlimited notes (both from a preset drop-down and freeform) to describe reasons for actions in the field. Each note is dated, time-stamped, and contains the user information of the person who wrote it. The system has the ability to apply a general note to the specific citation or the user account, and may be marked as private or public. Private notes are only visible to authorized City administrators,and Public notes are accessed by both violators and City administrators. This includes the automated correspondence (emails, text, etc) generated by the system. All notes, history,and communication are neatly organized for use by City staff. Chalking iParq has a unique chalking feature available at no additional charge. iParq’s chalking feature allows for the monitoring of vehicles in fixed time zone parking areas. The enforcement handheld maintains a file of chalked vehicles in fixed time parking areas and, at any time, displays the elapsed time and previous information of the vehicle. The handheld alerts the enforcement officer of a match to issue a citation with one click. Evidence is captured for each “chalk image” recorded on the citation to ensure violators have appropriate proof to encourage online payments. The system can also work with LPR (License Plate Recognition)-based chalking. Notice/Letter Generation The iParq system and fulfillment centers are designed and operate automatically based on City rules to generate, mail, and track notices on official letterhead. Custom letter templates can be established “on the fly” or embedded as part of a standard step within the adjudication process. Direct access to letter history is provided, as well as storing a copy of the letter in the history. 12 iParq provides the necessary postage, correspondence, and form tracking to meet all applicable state and local laws regarding citation processing and adjudication. Beyond what may be legally required, iParq uses USPS tools and other methods to monitor its fulfilment quality. We track mail down to the individual letter to ensure that the notices aren’t only mailed, but tracked and delivered successfully. All activity is logged in the iParq system to be used by City staff to handle appeal evidence more precisely, monitor legal compliance,and monitor iParq’s quality commitments. Using integrated mailer technology, our in-house fulfillment center ships permits directly to the customer within 1 business day of placing the order online. iParq’s fulfillment center sends over 500,000 pieces of mail out per day, providing a high quality, low cost permit fulfillment for the City. This robust fulfillment service provides end to end processing, including automated handling of returned mail and post mail processing through the iParq system. Our mail house has been perfecting the process for over 22 years.Fulfillment of permit orders, mailers, and various other marketing materials is solidly built into our business processes. iParq’s processes are transparent and audit-ready,allowing the City to stay in control of processes that are historically difficult to manage and track. The City can audit the system and iParq’s performance at any time, without needing to contact iParq. These tools allow system transparency, allowing the City to see the system operation in real time, 24/7/365. iParq is responsible, the City has control. Handheld Hardware Empowering our clients and their Parking Enforcement Officers (PEO) to do their job by giving them the best tools available has been a focus for us since we started. We recognize that officers face a number of challenges in the field,and their handheld devices can help them dramatically, which is why Android Samsung S10 smartphones are part of iParq’s citation management solution. We invented the concept of writing parking citations on smartphones and we were the first company to offer online parking management solutions.Since then, we have worked constantly to make our handheld software more efficient and easier to use. Our handhelds are the best in the industry, and that translates to revenue well beyond the cost of the software and devices. In most cases, a 1% increase in efficiency of the officer is sufficient to pay for the entire cost of the devices and software. We understand that quality counts.Looked at another way, shorting yourself on the quality of the product is too expensive.The system quality pays for itself so quickly, there is no financially justifiable reason to use second best. When you use the iParq handheld equipment, all citations are written on iParq’s handheld citation software and transferred to the system in real time. Pictures are uploaded to the system at the same time as the citation details and are available online to the violator, vastly reducing the amount of appeals received by iParq clients due to the evidence gathering capabilities of this software. Officers have the ability to attach as many photographs as needed to provide ample evidence of the violation, or even perhaps evidence of pre-existing vehicle damage prior to a boot or a tow. The system is flexible and will be set up to meet or exceed your photo evidence needs. The officer may capture photographs associated with the citation at any point before printing the citation, which gives the officer the ability to capture sometimes vital information as conditions change in the field. 13 City administrators also may upload and attach photographs to any account to support citations previously written in the field, including photographs taken from other devices that may be relevant to the citation or account. Our handheld devices communicate wirelessly (or via cellular data plans), in real time, with our parking management system and via API to any third party provider. A cellular or wireless connection transfers the data between the City’s administrative system and the handheld unit. This gives the administrator immediate access to all necessary information. These low-cost, high-performance handhelds are fully integrated with iParq software and include integrated barcode scanners. Handhelds in the field have full internet browsing capability, which is usually limited by the City to allow for only parking-related uses. City can choose the level of internet access the officers receive. Vehicle-based LPR is integrated directly with iParq’s handheld, printer, and backend system for a seamless experience. If data connection is unavailable (communication dead zones), enforcement still continues. The citation information is stored in the handheld, and once the signal is restored, the enforcement data is automatically transmitted as a batch, effectively clearing the handheld of all pending data. If necessary, officers have the ability to look up all citations issued in the same day by plate number, but don’t have the ability to scroll through issued citations on the handheld. However, depending on the reason for the need, there may be another solution iParq may offer, given more detail. 14 Parking citations print from a lightweight thermal printer that can worn on the belt, mounted in a vehicle, carried, or worn on a sling. The handheld device and printer communicate automatically through a wireless Bluetooth connection that is electronically paired to a single officer’s handheld for data security. With custom development, iParq printers also have the ability to print other information such as a map,should the need arise. iParq equipment is also capable of WiFi communication and is still PCI-DSS compliant iParq handhelds connect to the database in real time utilizing SIM cards to connect to the cell provider’s 4G network or via WiFi. 4G technology has improved in recent years, making data outages rare and unusual, and if WiFi is available as a backup to the data signal, outages will be almost non-existent. While all iParq handsets come with cellular connectivity automatically, they are also WiFi capable,as a requirement. All of our software complies with PCI-DSS regulations, including WiFi, and we are audited quarterly by an independent 3rd party to ensure compliance. Tested Durability iParq supplies Galaxy S10 handhelds and Zebra printers,both industry leaders in their fields for functionality and durability. We protect our handsets with Beetle Unicorn SUPCASE or OtterBox Defender cases for extra water-resistance and shock resistance. In all cases, the companies who provide this hardware thoroughly test their product up to market standards. Otterbox alone does over 238 hours of testing on each case model to ensure it meets their standard in protection from water, dust, scratches, and drops.The SUPCASE Unicorn Beetle has a built-in screen protector without compromising touchscreen sensitivity, and all ports are covered to increase weather resistance, including snow. Both cases are designed to withstand heavy use and demanding conditions. In addition, iParq will replace any damaged or malfunctioning piece of equipment for free for the duration of the lease agreement and contract, and if desired, iParq will store one live backup unit for every ten units ordered on-site at your organization at no extra cost, removing any worry your organization may have about durability. 15 Handheld Device and Printer Specifications Samsung Galaxy S10 Mobile Field Printer Type: Super AMOLED capacitive touchscreen, 16M colors Platform: Android™ 6.0.1 Marshmellow CPU Processor: Quad-core 2.5 GHx Krait 400 Battery ●Standby: 4G: Up to 288 Hours ●Talk Time: Up to 27 Hours ●Battery Type & Size: Li-ion 3000 mAh ●Internet Use: 4G: Up to 8 Hours; WiFi: Up to 8 Hours Memory ●Internal: RAM (2GB), ROM (16GB) ●External/microSD: Up to 64GB microSD Camera ●Resolution: 12 MP ●Front-Facing: 5 MP ●Digital Optical Zoom: 4x Physical Characteristics (n.) ●Width: 2.74” ●Depth: 0.32” ●Height: 5.36” ●Weight: 5.36 oz Display ●Main Resolution: 1080x1920 pixel ●Display Size: 5.1” Type: ZQ310 This mini Zebra printer offers compact, up to three-inch-wide receipt printing, ideal for mobile POS and citation issuance. Resolution: 203 dpi/8 dots per mm Print Method: Direct Thermal Maximum Print Speed: 4 ips Print Area ●Maximum Width: 1.9”/48mm ●Maximum Length: Continuous Memory ●128MB RAM; 256MB Flash Physical Characteristics ●Width: 3.68” ●Length: 5.12” ●Height: 1.95” ●Weight (with battery): 0.81 lbs 16 Citation Paper iParq is a supplier of custom citation stock and optional envelopes. We can provide distinctly different citation paper with color differences to easily distinguish where the citation was received. iParq’s PM can also work with the City PM to source paper that meets the City’s needs. Custom text and fields may be placed on paper.Additionally, iParq offers a standard citation roll that offers less customization for economic clients. All iParq paper is thermal (no smears), water resistant, and tear resistant. Standard paper is 1.5”W x 6.5”L. iParq can provide yellow citation envelopes upon request.Most iParq clients forgo this option as all paper is extremely water resistant and the customer/parker interaction encourages online payments and/or appeals. Mailing is no longer a necessary requirement for most iParq clients. License Plate Recognition (LPR) iParq is first and foremost a software company; integrations are easily accomplished with just about any 21st century system the City desires, including ALPR systems such as Genetec. iParq has an existing partnership with Genetec and will work with both the ALPR vendor and the City to receive information from their systems via API and achieve the desired outcomes of the project while following best practices. Integrating with Genetec is something that iParq does on a regular basis both fixed and mobile LPR. Lease Agreement The increasing speed of handheld hardware improvements,along with the fact that hardware is becoming less expensive every year, means that purchasing hardware does not make as much sense as it used to. Being tied to old outdated devices that no longer work with new technology is a thing of the past. iParq primarily leases our equipment for precisely this reason. iParq has come to recognize the cost of a handheld not working in terms of lost citation revenue can be dramatic. One iParq client reported that the cost of a client-owned handheld being down and the institution not being able to cite with the unit for 2 days exceeded the cost of an iParq handheld unit’s annual lease. Calculating on an annual return on investment for the cost of leased handheld and printer was an ROI 100% in 2 days,or was 18,250% per year ROI. Looked at in this way, it is clear the handhelds are critical equipment for parking departments and their enforcement officers. Lease options, ensuring the officers are always ready and able to work, have become an economic necessity. It doesn’t just make sense, it makes dollars. Unless our clients choose to purchase their own handheld equipment, iParq provides an extremely affordable, fully warranted lease program that ensures you get the latest equipment with the least capital or monthly expense required to get you up quickly, and stay running with the best of breed hardware and software. If an iParq leased handheld is damaged for any reason during the lease term, iParq will provide a no fault replacement within one business day. Furthermore,at no cost to you, ten percent of the total handhelds in use will be provided as live spares that will be on-site at the client-designated locations for immediate activation and use should something go wrong with an active handheld. This means that for every ten handhelds in use, one will be set aside ready to replace any damaged or lost handheld, ensuring your enforcement operation is always up and 17 running. If hardware is purchased through iParq, iParq will comply with the warranty for the handheld equipment up to the manufacturer’s warranty. iParq warrants software against failure and typically responds to all inquiries in less than 15 minutes during any business day. iParq offers a comprehensive handheld hardware and software support agreement for iParq leased handheld units. This agreement is bundled with our lease agreement. Sign up for our lease agreement and iParq provides unlimited software upgrades and hardware replacements/upgrades for the life of the contract. Because of iParq’s continuous never-ending development plan, there are ongoing software upgrades to the system and to the handheld to ensure your staff always has the best parking solution available. The lease allows you to forget about repair, maintenance,and warranties. iParq takes care of all issues on the devices. If something fails, you simply take the spare off the shelf, report to iParq you have done so, and iParq sends a replacement. You return the item in the same box the replacement unit was shipped in and that’s it. No worrying about the details or lost productivity. Simply, it’s on iParq. With all of that said, iParq has provided both optional pricing of Samsung Galaxy S10 handheld devices for sale at comparable costs to most other retailers, and optional pricing for the lease option described above. In direct compliance and response to this requirement,iParq also has the capability of providing and licensing the use of our proprietary handheld software to the City for use on City-provided Samsung Galaxy S10 smartphones. 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. Compliant. iParq is first and foremost a software company, and our systems integrate with any 21st century system. iParq has integrated with many of the current and legacy pay station equipment being used by clients throughout the US and Canada. Using iParq’s robust APIs, iParq will provide City with the support needed to work with their existing (Luke II) pay stations. iParq offers multiple solutions for iParq-generated credentials to be recognized as valid by other equipment and software. Integration may be accomplished by iParq developed APIs or existing APIs to push data to or from their system (i.e., white or black lists). In either case, APIs are something iParq is very familiar with and have done frequently for other 3rd party integrations. 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. Compliant. iParq understands that the City must have a best of breed software and systems for virtual permit registration, citation issuance, processing,appeals, collections and dispute 18 resolutions. The systems must be hardened to prevent outside intrusion, and still be usable by parkers with no training. It must provide full function handhelds capable of handling a wide range of enforcement requirements. The system must allow for the processing of that notice from issuance through collection. The system must be intuitive and easy to use, following established standards like common web interfaces already familiar to City staff and your parkers. It must be organized to provide efficiency and be cost effective for the City. It must provide methods to constantly increase collections of outstanding violations. The City needs a Vendor with experience processing large amounts of financial transactions, that maintains PCI compliance for all its systems, and has designed its products and service to exceed all industry standards required to process these transactions. We have over 22 years of experience in the implementation,operations and management of university, state, municipal, and transportation parking systems. We are an experienced, knowledgeable software development, virtual permit and citation processing vendor who will provide you a tested, world leading, cost effective,web-based citation management solution with the flexibility to handle the City’s needs. This system has been used by some of the largest parking operators in the United States to manage operations providing efficiency and control. iParq is the working partner the City needs to supply the software and manage the system that will provide the City with an integrated online self-service portal, virtual permits, enforcement, and event management (plus more) all with one system. iParq invented virtual permitting, and has extensive experience with permit and citation management for both public and private institutions.iParq assists a multitude of Universities in permit management and the issuance, adjudication,and collections of citations. iParq’s system is integrated, robust, and extremely flexible. IParq’s services include all required processing, reviews, data entry, payments, internet site operation,collections, and other areas of responsibility regarding virtual permit and parking citation processing. Should there be an application for traditional physical permits, iParq also offers permits and a robust fulfillment service that takes permit processing completely out of your office and off your plate. We have the people, software systems, processes, and knowledgeable development teams in place to best meet the RFP requirements. Every member of the iParq team has real world experience in the parking industry and has been trained by iParq to provide the services and systems identified herein. iParq’s Residential Permit Program (RPP) is a fully-hosted,web-based system to manage all of your residential parking permit needs from permit issuance through fulfillment. The system includes administrative tools, communication tools,analytics, e-commerce capabilities, fraud controls, and much more. iParq’s reliable, secure,and proven permit management system is used in some of the largest cities in the United States,and allows your organization to control residential parking effectively while communicating with your parking customers for a seamless customer experience. iParq’s RPP Solutions ●Connect addresses to eligible residents. ●Verify Eligibility/Residency in one glance. ●Online permit sales through iParq’s customizable portal. ●PCI-compliant payment processing, accepting all applicable payment types. ●Comprehensive inventory controls to monitor permit distribution, ownership, and status. 19 ●Flexible and easy to use analytics tools. ●A fully-hosted “always on” solution with 99.9% availability,24 hours per day, 7 days per week, 365 days per year. ●Dedicated customer support available for your organization and the public by phone, email, and online. Additional Features ●Leverage existing assets and save money. iParq’s system is web-based. Any computer with an internet connection and a web browser can access the system with the proper credentials. It works with your existing PCs, printers and network infrastructure. ●Complete audit trail. iParq’s system logs all user activity, providing a complete audit trail of any changes. These logs are available for review by your authorized administrators. ●Intuitive design. Anyone familiar with the web will instantly grasp how to use the system. The online ordering process is intuitive, using established website interfaces already familiar to your customers. Your customers will be able to order from the customer website with no training. The ordering process guides the customer through the checkout process, and uses tabs to allow the customer to go back to any previous step at any time. ●Complete payment processing. Our online payment website accepts any payment type your organization accepts, and our system is PCI compliant from start to finish. All payments are reflected in the system in real time. ●Unlimited upgrades. We will keep you up-to-date with your software and hardware at no additional cost, for the life of the contract. When software enhancements and new technology becomes available, you will be upgraded at no additional fee. ●No security concerns. We were the first parking vendor to achieve PCI compliance. Our security measures are the same as those used by banks and federal agencies, such as the FBI. Our cloud-based system and websites use SSL encryption.iParq protects against outside threats with firewalls, private keys, and multi-factor authentication for further protection. ●iParq delivers an always-on, reliable service. Historically,we have achieved 99.9% uptime. We were the first hosted solution for the parking industry. We understand that providing an available, always-on system is not an achievement – it’s a requirement. Benefits to Your Operation Reduce Workloads and Optimize Workflows ●Cloud-based permit and/or citation management. ●All front office tasks can be accomplished online. ●Analytics can be sent to as many recipients as necessary,as frequently as required. Reduce Office Traffic and Simplify the Customer Experience ●Allows customers to complete all or most actions online depending on your organization’s needs. ●Sell permits online from anywhere with iParq’s online virtual front counter. Customers can self-serve with a host of options, including purchasing and renewing permits. ●Sell permits from Kiosks placed in lobby areas, reducing office traffic. ●Use predetermined resident address files for immediate determination of permit availability. ●Verify residency documents with one glance. 20 Master Communications with Your Customers iParq clients see a reduction in internal and external email. This is attributed to iParq's system allowing for proper segregation of duties, vast audit controls, on screen help, uploaded proof of residency, an easily navigated customer website, and many more intuitive design processes. ●Internal email system relays automated messages, such as permit approval status, scripted by your organization to the parking customer. ●Organization specified automatic fulfillment of permits,letters and/or emails to the permit applicant. ●Multiple mailbox types can be created so responses to customer inquiries can be sent from a variety of secure-server based mailbox options. ●Mass email feature allows messages to be directed to selected customers or groups. Cloud-based Management ●Customers and administrators may access the system from anywhere at anytime. Additionally, there is no cost to add new administrative users. ●iParq’s system is designed for quick and effective permit administration. It is flexible to incorporate your preferred merchant service provider or to utilize iParq’s merchant service provider, customizable to look and feel like part of your website, and powerful enough to manage your large-scale permit administration program. ●Parking data is managed through iParq’s administrative website. From this site, an authorized administrator can generate permit and revenue analytics comprised of real time data, manage permit assignments, communicate with customers, and fully manage all permit related business. Sample Analytics iParq tracks your permit inventory whether the permits are in your office, at our fulfillment center, or both: 21 Permit Sessions Permits are sold in “sessions,” allowing the City to issue multiple parking permit types, with different permit options and designs per session available.Each session allows the administrator to impose caps on the number of permits sold, and has a “starting count” and “remaining count,” which facilitates the amount of permits available for that session while tracking inventory as permits are sold. In addition,a purchase limit may be set to restrict how many permits each parking customer may buy. To facilitate tiered pricing, an unlimited number of permit sessions for each permit type may be created. Separate permit sessions can also be set up and named for permits that require specific valid time frames (e.g. specific permits will be valid only between the hours of 10 pm and 7 am). When the vehicle license plate is checked by the officer, the handheld will notify the officer that there is a valid permit on file, and with one click, the officer can verify the valid times associated with the permit. If the vehicle is in violation,the officer can then select the appropriate violation and push the print button. It’s that simple. 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. Compliant. iParq’s permit management system provides the City with a virtual front counter for online permit sales. The City may offer any combination of permits for sale, including virtual permits. Our simple permit ordering process is intuitive and easy‐to‐use. iParq’s Permit Solutions: •Allow your organization to manage all virtual permit sales online, with the ability to set up unlimited permit sales sessions in advance, and sell an unlimited variety of permits and parking products, including daily parking and more. •Multiple vehicles associated with one permit - permit holders may add/remove/or modify at least 3 vehicles. The iParq system is flexible and can allow permit holders the ability to add/remove/delete as many vehicles as the City allows. •Accept online payments using any form of payment accepted by your organization. •Recurring Billing allows the service to bill your customer every week, month or year •Permit inventory tracking and control for permits sold both online and over the counter. •Permits will include holographic security emblems (if Virtual permitting is not used). •Secure online administrative access for authorized users within your organization with flexible, powerful, and easy to use analytical tools. •Allow customers to park immediately with the temporary permit generated when their order is approved. •A fully-hosted “always on” solution with 99.9% availability,24 hours per day, 7 days per week, 365 days per year. •Dedicated customer support available for your organization and the public by phone, email, and online. 22 Additional Features: •Leverage existing assets and save money. iParq’s system is web-based. Any computer with an internet connection and a web browser can access the system with the proper credentials. It works with your existing PCs, printers and network infrastructure. •Complete audit trail. iParq’s system logs all user activity, providing a complete audit trail of any changes in the system. These logs are available for review by your authorized administrators. •Intuitive design. Anyone familiar with the web will instantly grasp how to use the system. The online ordering process is intuitive, using established website interfaces already familiar to your customers. Your customers will be able to utilize the customer website with no training. The payment process guides the customer through the checkout process, and uses tabs to allow the customer to go back to any previous step at any time. •Complete payment processing. Our online payment website accepts any payment type your organization accepts, and our system is PCI compliant from start to finish. All payments are reflected in the system in real-time. •Unlimited upgrades. We will keep you up-to-date with your software at no additional cost, for the life of the contract. When software enhancements and new technology becomes available, you will be upgraded at no additional fee. •No security concerns. We were the first parking vendor to achieve PCI compliance. Our security measures are the same as those used by banks and federal agencies, such as the FBI. Our cloud-based system and websites use SSL encryption.iParq protects against outside threats with firewalls, private keys, and multi-factor authentication for further protection. •iParq delivers an always-on, reliable service. Historically,we have achieved 99.9% uptime. We were the first hosted solution for the parking industry. We understand that providing an available, always-on system is not an achievement – it’s a requirement. Benefits to your Operation: Reduce Workloads and Optimize Workflows •Cloud-based permit management. •Real time inventory tracking keeps you in control of sales and oversell opportunities. •Analytics can be sent to as many recipients as necessary,as frequently as required. Reduce Office Traffic and Simplify the Customer Experience •Allows parking customers to order and pay online,and only offer the permits available to specific groups of people by requiring unique information,such as ID or specific documents. •The customer webpage is customizable to function as a part of your organization’s website with your brand, colors, information, FAQs and more for a seamless customer experience. License plates are the identifier for virtual permits and allow the parker, officer, or administrator to access the information they need by simple license plate lookup. The parker uses his/her license plate to look up and pay citations, and the officers use it to determine if the vehicle is valid to park. Parkers may log in to our virtual front counter at any time of day or night to purchase virtual 23 permits. Parkers may purchase virtual permits online using a major credit card (which may include Visa, MasterCard, Discover, and American Express),checking account, or custom payment type. The City may choose which of these payment types they would like their customers to be able to use. iParq can accept any payment type the City will accept. 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. Compliant. All iParq software is cloud-based, has a well-designed UI, and compatible with all operating systems. As a cloud-based system, iParq’s software is available 24/7/365 and is accessible from any internet compatible device including any mobile devices as well as desktop operating systems, this ensures your staff always has access to the data and modules they need to complete their job requirements. None of our software will be hosted on your computers. Customers may easily apply for a permit on the same website as they pay and appeal citations. From this site, the customer can apply for a permit,check status, pay using a credit card or 24 checking account, and much more. iParq has audited our systems through CORL audits (last CORL document available upon request) for ADA accessibility,providing a tested simple platform for all users. iParq’s system provides an extensive library of customizable templates built for efficient customer communication, including the ability to customize appeal documents, requirements, and information. Customized templates can be created on a wide variety of topics and stored in the database for future use. Your authorized personnel can use our built-in task scheduler to configure automatic printed or email correspondence based on the City’s specified aging actions and triggers. iParq’s in-house fulfillment assures your notices are sent on a timely and consistent basis, and helps maximize your collections. Our system is designed to simplify and automate client interaction, which we call Parking Customer Relationship Management (PCRM). Each notification sent is time and date stamped and stored in the customer communication log. iParq provides you with a clear record of past communications, and makes sure that you and your customers are always on the same page. iParq’s Parking Customer Relationship Management (PCRM)software manages all aspects of customer interactions and service, and maintains relationships with parking customers with the following features: ●Internal email system that relays automated messages scripted by the City to the parking customer. ●Mass emailing allowing messages to be drafted and sent to particular groups of customers. ●Automated fulfillment of citation letters, including automated returned mail processing. ●Multiple mailbox types can be created, allowing responses to customer inquiries from a variety of secure-server based mailbox options. 1.Sending delinquent violation notices to registered owners. iParq’s system retrieves registered owner information daily from the DMV, places and releases liens where applicable, and sends delinquent violation notices to registered owners. 2.Placing late penalties/fees on past due citations. iParq’s built-in task scheduler, once configured to the City’s rules in compliance with the state vehicle code, will automatically place penalties and fees on past due citations based on the City’s specified Aging Actions and triggers. 3.Providing real time access to citation information via the internet to both staff and violators. Any changes made to parking customer accounts, including citation information, are made in real time and visible to the violators and all authorized users within the system immediately. This means your staff has access to the most up-to-date information at all times, with no waiting for uploads or batches to complete, and your parkers have immediate online access to pay or appeal their citations. 25 Your customer-facing website will be customized with your process flow requirements, logo or branding, parking terms and conditions, and specific workflow requirements needed to verify identity. We can include helpful items such as parking news, maps, links to your organization’s websites, and much more. iParq performs web interface customization at no charge. During implementation, iParq will customize your customer web interface for: ●Logo and branding ●Links to other applicable sites ●Integrating the payment gateway ●Developing a unique URL for your program ●Including key personnel contact information ●Including organization-specific help text ●Including organization-specific terms and conditions ●Including organization-specific workflows, such as permit approval process Examples of Custom Interfaces New Users A new user will be prompted to create an account,which will collect all of the relevant information required by the City, including vehicle information, and any verification documents required by the City to prove eligibility. The system guides the user through the simple, one-screen, account creation process. After account creation, the parking customer is logged in and ready to purchase available permits (if eligible),upload additional address verification documents, or edit their account information. 26 Examples of Eligibility Document Types for Upload 27 Existing Users Existing users log in using a common and familiar web interface: Parking customers may buy any type of permit the City sells, pay or appeal citations, and get links to relevant information and links: Parking customers may upload required eligibility documents or purchase annual/visitor/special event permits for which they are eligible. The City determines the eligibility requirements, and the approval process from auto-approval to administrative review. 28 Special Features for Online Ordering ●Your organization will have the ability to link the online ordering website from your organization website. Once it has been branded with your logo and customized with colors, specific wording, and links to your specific information and products, it will operate like part of your organization’s website, not a 3rd party site. ●The online ordering process is intuitive, using established website interfaces already familiar to your customers. Your customers will be able to order from the parking website with no training. The ordering process guides the customer through the checkout process and uses tabs to allow the customer to go back to any previous step at any time during the checkout process. ●The customer benefits by having the ability to log in to their account to print or reprint any products purchased. After account creation, the purchase process going forward is expedited for the customer, allowing the customer to choose the desired product and quickly check out. Your organization benefits from the account creation feature by collecting customer information that can be used to better serve the known customer base versus selling permits anonymously. Collecting basic parking customer information allows for valuable communications to customers, such as emailed receipts, schedule changes or event cancellations, potential for marketing uses,and more. ●Event parking permits purchased in advance on the online ordering website utilize barcode technology, which are verified by handhelds in the field, and also may be used to vend parking gates equipped with barcode readers. This unifying functionality allows your organization to sell a wide variety of products online,better serving the needs of customers, and is not restricted to attendant-staffed field sales.Your organization benefits by having the 29 ability to sell a wide variety of online parking products from iParq’s single platform that integrates with your existing infrastructure. ●An unlimited number of products may be offered for sale on the website. These products may be set up in advance, and set to only appear on the website between sale date ranges. The administrator also chooses when the products are valid, so barcoded event permits sold in advance can only be used for the events they are intended. The ability to set up event parking sales for all known events throughout the year in advance gives your administrators sophisticated planning tools for maximum preparedness. ●iParq will accept any form of payment your organization accepts. The products sold on the online ordering website are customized and completely managed by your administrators. While iParq Client Services and your dedicated iParq Project Manager are always available to help your staff, your authorized administrators will be fully trained to manage the products offered for sale on the website themselves without ongoing costs or iParq involvement. Your administrators are in complete control of the online products sold, and like many of our clients, will become your in-house system experts. iParq’s powerful planning and scheduling tools benefit both your staff and customers by offering the structure upon which your large-scale and complex operations are managed fluidly.When parking becomes a non-event, your customers may not notice the improvement, but you and your staff will, and that’s our goal. 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 issues,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. Compliant. All permit orders and parking citations are tracked by iParq’s robust Analytics module. iParq analytics may be generated at any time or scheduled to be delivered by email at a specific date and time to specific users. The content of the analytics is customizable by each user, allowing for broad analytics to be narrowed to only show specific information. Regularly utilized analytics can be scheduled to arrive in each applicable employee’s inbox specific to who needs them. iParq’s powerful and simple-to-use analytics tools increase efficiency while delivering vital information to City management and staff for system analysis, problem resolution, overall efficiency, and more. Standard Analytics During implementation, the system will be set up to automatically generate and send the required analytics to the appropriate City staff.City administrators may also generate and schedule analytics without the assistance of iParq.Analytics are available online 24/7/365 and is provided in real time. Any and every transaction within the iParq system is reportable. Analytics are available in daily, monthly, or annual time frames, or via custom date ranges. Formats and content may be pre-defined and scheduled to be received via email on a recurring basis. Analytics can be generated in many formats,including on screen, in Excel format, delimited format, and more. For data export, iParq’s revenue analytics are available in a variety of formats, including PDF, Microsoft Excel, CSV, and tab-delimited ASCII. Calendar views are 30 available and will be scoped as part of your implementation. iParq’s Analytics are very flexible and easily adaptable.If additional standard analytics are needed, or if specialized tailored analytics are required,our Client Services staff and Operations team will assist the department in creating those analytics that will remain as standard analytics within City’s suite of analytics. In addition to standard analytics, ad-hoc analytics are a standard feature in the iParq system and can be easily used by any authorized staff to create personalized ad hoc analytics that give the user the exact information they need. Ad Hoc Analytics iParq has been developing and refining analytics for more than 22 years, and as a result, ad hoc analytics is a standard feature in the iParq system.The standard suite of analytics the City requires will be included with your system as part of your implementation. The ad hoc analytics function allows standard analytics to be targeted to the user’s specific needs. In short, your staff can refine broad analytics down to the specific details they need for their particular job function, then schedule those analytics to arrive in their inbox on the date and time they need them. Custom Analytics Custom analytics required outside of the included Standard and Ad Hoc analytic capabilities can be developed upon request to suit the needs of the City. If additional standard analytics are needed, our Client Services staff and our Operations Team will assist the City in creating analytics that will become and remain standard analytics within the City’s suite of Personal or Extended Analytics. 31 Sample Analytics With over 600 analytics available, your staff have the information they need at their fingertips. In addition, with the simple to use ad hoc analytics tool, analytics can be generated, refined and scheduled to exactly meet the needs of your staff and the specific analytic requirements for each job function. We have not included a complete list of additional analytics available as there are simply too many to list, but the following are lists of common analytics, standard to the System, that are utilized by many of our clients. Enforcement Analytics ●Voided Citations by Year ●Voided Citations by Month ●Violation Transaction Analytics ●Violation Payment Type Analytics ●Violation Payment Date Analytics ●Liens Paid at DMV ●Liens at DMV ●Delinquent Notices ●Repeat Offender Analytics ●Scofflaw Analytics ●Field Alert Analytics ●Citation Notice Analytics ●Notices Detail Analytics 32 ●Letters Pending Address Analytics ●Rejected Appeals Analytics ●Accepted Appeals Analytics ●Adjusted Citation Analytics ●Unpaid Payment Plan Analytics ●Collection Transfer Analytics ●Lien Analytics ●Open Citation Analytics ●Paid Citation Analytics ●Summary Violation Count by Location Analytics ●Summary Violations Count by Officer Analytics ●Summary Appeal Status Analytics ●Summary Hearing Schedule Analytics Transactional Analytics ●Detail Transaction Analytics ●Custom Payment Type Analytics ●Summary Notices Analytics ●Summary Violation Collections Analytics ●Summary Violations Paid Analytics Other Analytics ●FTB Analytics ●DMV Daily Analytics ●DMV Monthly Analytics ●DMV Hold Analytics ●Bail Analytics (Only Available in Certain States with statutes allowing “bailment”) ●Mailing List Analytics 33 Sample Analytic: Violation by Location Sample Analytic: Appeal Activity 34 Sample Analytic: Violation Count by Officer Data Storage: The software provider must comply with the City of Bozeman’ s cloud software policy as seen in the appendix. Compliant. See Appendix B Cloud Services Questions 35 General and Technical Requirements “The City would like to know what, if any, software or hardware would need to be purchased or licensed for a new product to work. For example, if an enforcement mobile app only works on Android or iOS.” . Compliant. iParq will provide the City with permit management, fulfillment, citation processing, training, support, and technology integration needs on our cloud-based platform. This means no additional servers or software will be need to be purchased by the city. As a cloud-based system, iParq’s database is available 24/7/365 and is accessible from any internet-compatible device, from any 21st century web or mobile browser. iParq’s historical uptime exceeds 99.9%, ensuring that the system is always on and available for your parkers and staff. This user-friendly system is flexible and allows violators to view, pay, contest, upload photos or other evidence and print their citations.iParq continuously tests it systems for compatibility with browser updates, ensuring broad browser compatibility and to take advantage of increased browser capability. This keeps iParq’s user-friendly system flexible to meet the needs of the City today and tomorrow. The increasing speed of handheld hardware improvements,along with the fact that hardware is becoming less expensive every year, means that purchasing hardware does not make as much sense as it used to. Being tied to old outdated devices that no longer work with new technology is a thing of the past. iParq primarily leases our equipment for precisely this reason. iParq has come to recognize the cost of a handheld not working in terms of lost citation revenue can be dramatic. One iParq client reported that the cost of a client-owned handheld being down and the institution not being able to cite with the unit for 2 days exceeded the cost of an iParq handheld unit’s annual lease. Calculating on an annual return on investment for the cost of leased handheld and printer was an ROI 100% in 2 days,or was 18,250% per year ROI. Looked at in this way, it is clear the handhelds are critical equipment for parking departments and their enforcement officers. Lease options, ensuring the officers are always ready and able to work, have become an economic necessity. It doesn’t just make sense, it makes dollars. Unless our clients choose to purchase their own handheld equipment, iParq provides an extremely affordable, fully warranted lease program that ensures you get the latest equipment with the least capital or monthly expense required to get you up quickly, and stay running with the best of breed hardware and software. If an iParq leased handheld is damaged for any reason during the lease term, iParq will provide a no fault replacement within one business day. Furthermore,at no cost to you, ten percent of the total handhelds in use will be provided as live spares that will be on-site at the client-designated locations for immediate activation and use should something go wrong with an active handheld. This means that for every ten handhelds in use, one will be set aside ready to replace any damaged or lost handheld, ensuring your enforcement operation is always up and running. If hardware is purchased through iParq, iParq will comply with the warranty for the handheld equipment up to the manufacturer’s warranty. iParq warrants software against failure and typically responds to all inquiries in less than 15 minutes during any business day. iParq offers a comprehensive handheld hardware and software support agreement for iParq leased handheld units. This agreement is bundled with 36 our lease agreement. Sign up for our lease agreement and iParq provides unlimited software upgrades and hardware replacements/upgrades for the life of the contract. Because of iParq’s continuous never-ending development plan, there are ongoing software upgrades to the system and to the handheld to ensure your staff always has the best parking solution available. The lease allows you to forget about repair, maintenance,and warranties. iParq takes care of all issues on the devices. If something fails, you simply take the spare off the shelf, report to iParq you have done so, and iParq sends a replacement. You return the item in the same box the replacement unit was shipped in and that’s it. No worrying about the details or lost productivity. Simply, it’s on iParq. In direct compliance and response to this requirement,iParq also has the capability of providing and licensing the use of our proprietary handheld software to the City for use on City-provided Samsung Galaxy S10 smartphones. 37 Related Experience with Projects Similar to the Scope of Services Compliant. iParq recently implemented a Residential Parking Permit management system for the City of Baltimore. After successfully completing the bid, selection, and contracting processes, the relationship iParq and the City of Baltimore quickly formed into an effective working partnership. iParq performed an analysis of all of the City’s needs, created timelines and detailed implementation plans that helped map the processes so that everyone involved was informed and understood what the project entailed,who was responsible for each piece, and what part of the project came next. Through this high level of organization and iParq’s consultative project management approach, both the City and iParq were able to determine and clarify that the goals of the RFP would produce the results the City had intended to achieve. Any missing operational requirements were discovered and addressed before work began, avoiding delays and misunderstandings down the road. After the implementation process began, because of detailed planning, any challenges were addressed promptly and effectively. Training was administered by job function in both online and in-person sessions while the implementation took place, and by the Go Live date,City staff and administrators were trained and ready to confidently use their new system. Follow-up meetings were initially maintained daily after Go Live, until the City quickly deemed that weekly check-ins would suffice. Soon after, weekly check-ins became monthly, and became quarterly to ensure the continued success of the project. City of Baltimore is a success story because the people involved, both from the City and iParq, were able to understand the project needs and the end-user’s expectations by performing services analysis to fully understand project goals and match them to deliverables, maintaining effective communications, and establishing the relationship that became a professional partnership. iParq’s experience with the City of Baltimore,among many more, provides us the unique insight on how to assist municipalities across the US. The City of Baltimore, Maryland has just over 27,500 locations that require multiple parking permits. Also see City of Baltimore in References. 38 Proposed Implementation Schedule 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. Compliant. iParq has a reputation of delivering software and systems ahead of schedule and on budget. In 2019 & 2020, every iParq time commitment was met or exceeded, including all “Go Live” target dates. We have implemented our Permit and Parking Citation Management System hundreds of times over the years, and the implementation process from analysis through Go Live is clearly defined in advance between iParq and the City Project Manager. Additionally, our Sales team remains involved throughout the implementation process and beyond, unlike many other Sales teams in the industry, giving you a partner that is dedicated to the success of the City parking program. We have implemented hundreds of clients and have the experience to help your team with your goals. We are a team player and want you to succeed. Implementation Components A typical implementation includes a custom-build of your website, setting business rules, design of custom templates (citations and letters), data migration, DMV/Nlets integrations, system training (online is standard but in person is an option),3rd party integrations (LPR, pay stations, etc.); everything a City needs to run their parking. Citation fields are set up for the state’s requirements.If additional fields are required, the iParq Project Manager will work with the City to scope and price custom development. Implementation Time Frame We implement quickly and correctly. Our typical implementation time frame is 60-120 days, depending on the complexity of the client requirements.Based on the information the City has provided in this RFP, 90 days or less will be sufficient from signature of contract to GO LIVE. We will address any scope questions in our initial implementation meeting. We do not miss go live dates and we do not overpromise. If, during the early stages of the implementation process, a requirement is identified that was not previously mentioned, we make best efforts to accommodate the Go Live date, or consult with our clients on alternative solutions to keep the project on track. If custom work is needed, you will simply communicate with your PM to ensure the Go Live date is not affected. Project Management Approach iParq will employ a dual Project Management (PM) approach that will tightly coordinate activities of the City PM and the iParq PM. Both PMs will approve a written implementation plan, with timelines, milestones, and deliverables pursuant to the requirements of this RFP. Any items, processes or software that need additional scoping will be identified during the kickoff meetings using the detailed implementation checklists. The checklists are designed to identify all parts of 39 the implementation process so each functional area is identified and covered at the beginning of the process. This detailed approach will identify items early in process that need a more detailed scope, require additional participants, additional meetings or additional resources and allow the PMs time to plan. Organizational Chart: Implementation Plan iParq’s sample Implementation Checklist, detailed below, categorizes setup and training sections by job duties. For example, the Enforcement Setup category of the checklist contains: Handheld/Printer Setup, Violation Types, Enforcement Locations, Scofflaw (repeat offender) Settings, Appeal Settings, 2nd Level Appeals, Hearings,Collections, DMV Integration, 3rd Party Integrations, Custom Feature Development, Child Accounts,and Aging Actions. These are all modules in the iParq system that may be turned on or off based on the City’s needs, and iParq staff will provide the setup and training based on client provided input; most of this input is collected by completing iParq’s implementation questionnaire provided to the City at the implementation kickoff meeting. The following confidential and proprietary sample Implementation Checklist will be customized to the City project by the iParq PM with input from the City PM: Sample Implementation Checklist CONFIDENTIAL -Sample iParq Implementation Checklist Main Points of Contact: iParq: Client: 40 Action Item Day/Date Due*Responsibility Sign- Off Overview - How Long Will Your Implementation Take? Contract Signing and Pricing Approval TBD Sales Introduction Meeting TBD Sales Client Questionnaire Provided Days After Contract Is Signed Operations Kick off Meeting 5 Days After Contract Is Signed Operations/Client/SalesReview Questionnaire Discuss Milestones Provide Work Plan/Implementation 10 Days After Contract Is Signed Operations Data Review For Import (Format Check & Revisions) 30 Days After Contract Is Signed Operations Setup all Modules 1 Days After Contract Is Signed Operations Initial Training and Testing TBD Operations/Client Final Review and Go Live TBD Operations/Client Setup - Client Responsibilities ("Homework" Items) Administrators TBD Client Locations TBD Client Message Templates TBD Client Violation Fees TBD Client Violation Types TBD Client Violation Fee - Responsibility Waiver Signed TBD Client Setup - iParq/Client Training Aging Actions Discuss/Create Aging Actions 1 Day Operations/Client REQUIRED:add block appeal event if appeal option is turned on Operations/Client Appeal Settings Discuss/Create Appeal Settings 1 Day Operations/Client Discuss physical letter fulfillment 45 Days Operations/Client 41 Required contact types (email, phone, address)1 Day Operations/Client Bulletins Discuss Bulletins 10 Days Operations/Client Extra Fields Discuss/Create Extra Fields 1 Day Operations/Client Assign extra fields to permit prequalification 1 Day Operations/Client Training on editing extra field data in customer account 1 Day Operations/Client Handheld Settings Set General Print Settings 1 Day Operations/Client Discuss/Create Field Alerts 1 Day Operations/Client Discuss/Create Quick Notes 1 Day Operations/Client Institution Info Set general institution settings 1 Day Operations/Client Timezone setting 1 Day Operations/Client Mailboxes Discuss/create mailboxes 1 Day Operations/Client Mail Routing 1 Day Operations/Client Enable/disable spam protection 1 Day Operations/Client Payment Types AVS Requirement 1 Day Operations/Client Account Balance 1 Day Operations/Client AmEx, Disc, Visa, MasterCard 1 Day Operations/Client Cash, Check, E Check 1 Day Operations/Client Custom Payment Types 1 Day Operations/Client PDF Templates Discuss PDF Templates/Backgrounds 10 Days Operations/Client Provide Word document/PDF backgrounds 10 Days Client 42 Penalty Settings Discuss/Create Penalty Settings 1 Day Operations/Client Collections Transfer Settings 1 Day Operations/Client DMV Requestor Codes 60 Days Operations/Client Permit Types Discuss Prequalification Lists 10 Days Client Services Annual/Monthly/periodic permit types (if applicable)1 Day Client Services Residential Permits 1 Day Client Services - Locations/Addresses 1 Day Client Services - Permits per address 1 Day Client Services Waitlists 1 Day Client Services Prequalification List Import Setup (FTP Process)60 Days Operations/Dev Public Website Custom Domain Name/Redirect 1 Day Operations -Recaptcha for custom domain name 15 Days Operations Terms and Conditions 5 Days Client Services Virtual Front Counter Design/Branding 1 Day Operations Discuss/Setup specific e-commerce behavior 1 Day Operations Authorize .Net merchant seal 60 Days iParq Accounting Recurring Billing Payment Failure Fee 1 Day Operations/Client Scofflaw Settings Discuss/Create Total Cites Scofflaw 20 Days Operations/Client Discuss/Create Open Cites Scofflaw 20 Days Operations/Client Discuss/Create Warning Cites Scofflaw 20 Days Operations/Client Discuss/Create Old Cites Scofflaw 20 Days Operations/Client 43 Scheduled Analytics Discuss Analytics scheduling 30 Days Operations/Client Renewals Discuss/Setup of Physical Letters 60 Days Operations/Client Discuss/Setup of Emails 30 Days Operations/Client Shipping Types Setup of shipping fees 1 Day Operations/Client Transaction Terminals Discuss/setup Transaction Terminals 1 Day Operations/Client Setup physical cash drawers (optional)Dependent on SOW Operations/Client Setup physical receipt printers (optional)Dependent on SOW Operations/Client Upload Logo Discuss and upload institution logo 1 Day Operations/Client Additional Setup Requirements Physical Permit Design and Fulfillment Setup (RPP) Permit Templates Approval 60 Days Client Services Permit Insert Designs Approved (graphics, wording, paper color)60 Days Client Services Establish Inventory (over-the-counter vs iParq fulfillment)60 Days Client Services Fulfillment Confirms Permits Received 60 Days Client Services Client Verifies First Batch of Letters Before Mailed 60 Days Client Services Shipping Types 1 Day Client Services Analytics Personal Analytics 5 Days Operations - Train on ad-hoc analytics TBD Operations Custom Analytics TBD Operations 44 - iParq Provides Client with Custom Analytics Form TBD Operations - Client Provides iParq with Completed Form/Examples TBD Operations Scheduled Analytics 1 Days Operations Hardware Provide handhelds/printers 30 Days Client Services -Train on handheld operation 1 Day Operations Provide paper for printers 30 Days Client Services -Custom paper template 60 Days Client Services/Client -Custom paper order 60 Days Client Services Specialty Add-on Items Data Migration Service IT/Development Setup 60 Days Operations Initial Data Import 60 Days Operations Client Review and Sign-off 7 Days Client Final Data Import 5 Days Operations Cut-off operations with previous vendor 7 Days Operations Single Sign-On IT/Development Setup 60 Days Operations Initial Customer/User Import 60 Days Operations Daily User Import Setup 60 Days Operations Child Accounts for Guest Login 5 Days Operations Park Then Pay (Daily Parking) Establish Location and Location Codes 60 Days Operations Automated Phone Permit Sales (IVR) Setup 60 Days Operations -Create Purchase Logic 60 Days Operations -Provide Script 60 Days Operations 45 -Dedicated Phone Line 60 Days Operations iParq Daily Permit Sales Mobile Application 60 Days Operations 3rd Party Integrations LPR Integration 60 Days Operations Multispace Meter Integration 60 Days Operations Pay by Phone 60 Days Operations Custom Development 60 Days Operations iParq Customer Service/Hotline Provide FAQ to iParq 60 Days Client Services Establish Document Disposal Guidelines 60 Days Client Services Establish Customer Service Hours 60 Days Client Services Dedicated Phone Line Setup 60 Days Client Services After-hours Service Guidelines 60 Days Client Services Rules for Elevation/Transfer to Client 60 Days Client Services Accounting Check all Banking Info and C.C. Performance Evaluation 2 Days Accounting/Operations Provide Manager reports and income Statements 10 Days Accounting Customers and Customer Service Provide List of Waitlist Customers Days Client Add Waitlist Customers Days Operations Provide Customer Service FAQ Days Client/Client Services Call Center Phone Number Days Client Services Send first transition email without site details Days Client Services Send second transition email with site details Days Client Services After Hours Customer Service Availability Days iParq/TBD Add Waitlist Customers Days Operations 46 Final Overview of System with Client Days Operations/Client Services/Client INITIAL GO LIVE =Days FINAL GO LIVE =TBD Post Implementation Meeting TBD Sales/Operations/Client Post Implementation Follow Up Contact iParq - PM TBD Sales/Operations/Client *All timelines provided assume prompt response from client. Delays in response may result in timeline changes. *If listed in "Days" format, represents days after contract signing *The above Implementation Checklist is confidential and the sole property of INET Inc. dba iParq. It has been provided to the City for their review only. Distribution of these materials beyond the entity defined will be considered a breach of confidentiality. Implementation Tasks for City Staff The below tasks are the main tasks/training that will require time commitments from City staff. All tasks and training will be communicated to the City PM by the iParq PM well in advance of any deadlines, and mutually agreed upon during the kickoff call by both parties, including the final go-live date. All system setup and training completed by the City PM will occur after comprehensive training, with the iParq PM available for guidance as necessary. ●Data accuracy review during preliminary and final datasets. ●FAQ creation for iParq customer service staff. ●Editing of standard letter and email templates. ●Provide purchase terms & conditions. (Examples may be provided by iParq if desired) ●DMV forms and setup of penalty aging actions (late fee trigger, days before lien request, etc.) ●Create administrative account logins and assign access levels. Additional minor tasks and training will be necessary during implementation; a full list is reflected in the implementation checklist above. Quality Assurance In 2019 & 2020, iParq clients experienced no perceived downtime for the year. The iParq system is supported by experienced, well-trained technicians that utilize computerized project management systems to manage the identification and responses to requests for remedial maintenance, analytics of system anomalies, and analytics of user problems and system questions. iParq uses redundant/parallel monitoring systems,which monitor slowing and failures on both a server and service level. If there are any issues with either a server or a service running on that server (such as email handlers, background processes,etc.), these monitoring services kick in to immediately notify us of the failure or slow-down,so that issues can be immediately addressed. Because these are redundant systems, even if one monitoring system fails, the others will catch the system issues. These systems include Project Management (PM) and Customer Relationship Management (CRM) systems that were designed to implement parking operations, handle operational issues, and provide for software project management. These software employ numerical systems for 47 issue tracking and resolution. iParq project staff will include our Operations, Client Services, Accounting, Development team members and additional support staff as necessary.Your PM will oversee completed work of all project staff to ensure that all needs of the City are being met in a timely and organized manner. Before “Go Live,” our systems are tested on a fully functional system test site. The City will have a 360 degree testing environment, which includes the ability to test the handhelds and the system together, front to back, in addition to all of the other modules and features available. Other modules include payments, appeals, fulfillment,adjudication, and more. We believe that to test the components of the system, you will need access to the whole system— and we will provide that. The iParq PM will stay in close contact with the City after “Go Live” to ensure proper monitoring of the system in accordance with the requirements listed above. iParq’s PM will assist the City in constantly monitoring these and other performance metrics and will provide feedback on a mutually agreed upon timeframe. 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. Compliant. The below tasks are the main tasks/training that will require time commitments from City staff. All tasks and training will be communicated to the City PM by the iParq PM (see Jason Atkinson in Company Profile) well in advance of any deadlines, and mutually agreed upon during the kickoff call by both parties, including the final go-live date. All system setup and training completed by the City PM will occur after comprehensive training, with the iParq PM available for guidance as necessary. ●Data accuracy review during preliminary and final datasets. ●FAQ creation for iParq customer service staff. ●Editing of standard letter and email templates. ●Provide purchase terms & conditions. (Examples may be provided by iParq if desired) ●Permit design input and approval ●DMV forms and setup of penalty aging actions (late fee trigger, days before lien request, etc.) ●Create administrative account logins and assign access levels. Additional minor tasks and training will be necessary during implementation; a full list is reflected in the implementation checklist above. Further, the ideal software provider will implement their software with little to no direct cost to the City. Compliant. Please see attached pricing agreement. 48 Recent and Current Work for the City of Bozeman This will be iParq’s first time working with the City of Bozeman, however, it is not our first time working with a municipality or a City with a University Campus in it. We have hundreds of clients that are provided the similar combination of services the City of Bozeman requires, and hundreds of implementations of the individual services,in various permutations, that are being requested. Please refer to our references for similar client installations. iParq was founded in 1999 as a privately-held corporation.For 22 years iParq has provided our clients with robust parking management systems and excellent customer service. As an experienced single source vendor, iParq will provide the City with permit management, fulfillment, citation processing, training, support,and technology integration needs on our cloud-based platform. iParq welcomes the opportunity to do business with the City of Bozeman. 49 References References: Software providers should submit no less than three references who can attest to software performance, customer service,and the transition team provided. Baltimore Parking Authority - City of Baltimore, MD Contact Name: Steve Robinson Title: Residential Permit Parking (RPP) Supervisor Address: 200 W. Lombard St. - Suite B, Baltimore,MD 21201 Phone:(443) 573-2819 Email: steve.robinson@bcparking.com Services: Online Parking Management: Residential Parking Program Years Serviced: 2012 - Current City of Brea, CA Contact Name: Gabriel Linares Title: Deputy Director, Building & Safety Manager Address: 1 Civic Center Circle, Brea, CA 92821 Phone: (714) 990-7769 Email: gabriell@cityofbrea.net Services: Online Parking Management - Parking Permit Services Years Serviced: July 2011 - Current City of Hendersonville Contact Name and Title: Amber Glissen City and State: Hendersonville, NC Phone:(828) 697-3050 Email: aglisson@hvlnc.gov Description of Services: Online Parking Management (Permitting and Enforcement) Years Serviced: 2020 - Current 50 Training and Customer Service Plan 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. Customer Services Offered iParq offers call center services, including escalations,questions, and payments. Customers may contact courteous and knowledgeable customer service members by phone, IVR, or email. Staff is provided rigorous training upon hire that includes, but is not limited to: phone etiquette, complaint resolution, credit card disputes, the iParq system, and iParq client business rules. Client business rules will be communicated to iParq via an online FAQ created by the City, in collaboration with iParq’s Client Services Manager. All customer and client service processes are provided from the US, many in California. iParq is an American company and all personnel reside in the U.S., however, iParq client service personnel are fluent in English, Spanish, Vietnamese,Korean, and iParq can respond to over 100 languages via written correspondence. While you won’t need us often, we will be there if you or your parkers have any questions. Typical response times are 97% of emails responded to within 2 hours and 95% of calls are resolved within 15 minutes. Any items needing follow up will be assigned a case number and will be tracked through iParq’s chosen CRM package.Ticket follow up will be provided by Client Services or the PM upon request. All ticket numbers will be provided to the City PM and open status can be communication on a regular basis by the iParq PM. Client Services Center Client administrators may contact courteous client service members online (24/7/365). Our software support experts are available to the City via email 24 hours a day, and immediate response is available for all iParq clients, Monday through Friday, 7:30 a.m. to 5:00 p.m. Pacific time via a toll free number. Chat, website support,and on-site technicians are also available to you, as needed. City staff may also submit online inquiries directly to the iParq team through the iParq portal using the Contact Us button from the system. iParq staff will receive an immediate notification, and the next available iParq team member will handle your inquiry in a prompt and professional manner. These inquiries are tracked, numbered, logged,and monitored in real time during all business hours, and will meet or exceed the organization’s top level quality standards. Further, while almost never used, City administrators will have after hours cell phone numbers for iParq staff in case of emergency that can be used 24/7. 51 Training During implementation, the City will receive comprehensive training, focusing on real world scenarios including such topics as software functions,hardware use, and any system procedures that are unique to each particular job function. Training is organized by duties and responsibilities so that your staff learn about modules in their area of responsibility. iParq is an experienced provider and the training plan will be customized specifically to the City’s needs. Implementation is broken up into several categories to ensure the most effective training. iParq’s detailed training plan will be developed and tailored specifically to the needs of designated City staff for the operation of all system modules and processing functions. The plan encompasses a combination of online and/or in-person hands-on training in the use of both hardware and software, and all related citation processing policies and procedures. The most efficient iParq system training occurs online, with on-site training optional at the City’s discretion. Typical training sessions are designed to be accomplished in one hour or less and will be completed through in-person and/or screen sharing training. Screen sharing is optimal for hands-on training because it gives the City the opportunity to control the screen, record training, and to train from multiple locations. Additionally,this option is the most cost-effective method of training, potentially saving the City thousands of dollars in training costs. We will employ a “train the trainer” methodology and iParq operations staff will be available to these City trainers directly. In addition, our Client Service staff will be available to your staff directly as needed for additional help or spot level refresher training. User Guides / Training Manuals Handhelds are simple to use and typically require no manuals, however, iParq can provide an online or flash drive manual upon request. Blended Training Blended learning means that we use all types of media and methods to instruct users, i.e. online, phone, sharing screens, emails, face to face,and user groups to provide training. 52 Price Proposal 55 V14 --Confidential Information-- Copyright 2020, INET, Inc. -- All Rights Reserved 1 Service Agreement Proposal City of Bozeman Details Prepared for:Mike Maas Merchant Account: iParq Merchant Account Co-op:N/A Go live Date: Date Delivered:06/01/2021 Sales Rep:J. Chris Parck Prepared by:iNET Inc (iParq) I. Software Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method iParq Permit and Enforcement Management Module (Full System) iParq Permit & Enforcement Management Module. Manage permit types, automate billing renewals and generate real time reports 24/7/365. Front office cashier drawer module to process & collect parking transactions at office front counter. User profile account to manage parking information and vehicle registration. Virtual front counter to sell parking 24/7/365. SAAS Fees for Modules available or currently in use. Parking Management Software solution with full administrative access, customization, and control. iParq will grant you the use of the Software Product pursuant to the acceptance of iParq Licensing and Terms. iParq grants you the right to use the Software Product via any standard web browser over the World Wide Web (www.). This does not include license plate recognition integration. 1 Annual Fee $6,000.00 Active Upon Contract Execution Invoiced II. Software Maintenance Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method iParq Parking Database Management Support Parking Database Management Storage, Security & Disaster Recovery Solution. Implement multiple disaster recovery solution, manage & secure management database. Includes the parking management system software license, patches, updates, and upgrades. 1 Annual Fee $2,500.00 Waived Upon Contract Execution Invoiced iParq Handheld Application Software and Support iParq Parking Management System Software and hardware support services includes client support services and operational support services 1 Annual Fee $6,000.00 Active Go Live Date Invoiced Parking Management Hosting Solution Services Fee Configure & manage cloud hosting servers and ensure adequate parking database storage, system security & system disaster recovery solutions are in place 1 Annual Fee $2,400.00 Waived Upon Contract Execution Invoiced NLETs recurring fee Recurring fee for NLETs maintenance, support, and hosting.1 Annual Fee $1,850.00 Active Upon Contract Execution Invoiced Custom domain Custom domain name for customer front end website 1 Annual Fee $12.00 Waived Upon Contract Execution Invoiced III. Hardware (Lease Only) Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method iParq Enforcement or POD Handheld Units (LEASE) & Printer Small, color, wireless, digital camera, scan barcode, handheld issuance device (Samsung S9) including Cellular wireless data connection plan for real time connection; Rugged thermal printer (Zebra ZQ310), battery, AC adapter, and hardware service warranty for all repairs/replacements (Warranty covers replacement or repair of any inoperable equipment due to MFG defect, normal wear and tear, and replacement of any out of date hardware that our software will no longer support during the term of the contract. Warranty excludes lost/stolen hardware). Otter boxes and shoulder straps are provided upon request. (Note: Additional 10% of Required Qty of Handheld Units ordered will be provided as Back Up at no cost to client). Includes 2 GB data, additional data $20 per GB. Includes enforcement handheld software license update, upgrades, and software support services. iParq will grant you the use of the Software Product pursuant to the acceptance of iParq Licensing and Terms. iParq grants you the right to use the Software Product via any standard web browser over the World Wide Web (www.). 1 Per Unit Per Month $125.00 Active Upon Contract Execution Invoiced V. Installation / Implementation V14 --Confidential Information-- Copyright 2020, INET, Inc. -- All Rights Reserved 2 Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method Standard Full System Set-Up and Implementation Enforcement, Bulk Reservations, Permits, & Fulfillment. Includes system software and handheld implementation setup & guideline schedule, software testing and post-installation follow up. 1 One Time Fee $2,500.00 Active Upon Contract Execution Invoiced Data Conversions Client has requested a legacy data migration of client data. iParq will provide the client the Parking Management legacy data currently hosted by the Current Vendor as defined in the Scope of Work, while adhering to the following business rules: - iParq will provide specifications to the client to communicate iParq Data Migration requirements to the Current Vendor. - iParq will work directly only with a client representative assigned to this project as a main point of contact for iParq communications. Client may not designate as their representative (main point of contact) for this project any employee and/or contractor affiliated with the Current Vendor. - Based on Non-Disclosure and Confidentiality Agreements currently in force, all iParq interactions with the Current Vendor will be monitored, brokered, presented, and/or communicated by the client representative on behalf of iParq. Scope of Work - iParq will provide two Preliminary dataset migrations and one Final dataset migration. If additional data migrations are required, iParq will provide revised pricing based on Scope of Work. - Pricing is based on a maximum of 2 years of historical data. If additional years of data are required, iParq will provide revised pricing based on Scope of Work. - Any additional Data migrations requested by the client, iParq will provide revised pricing based on Scope of Work. - Any additional requirements not included in the Scope of Work that is identified by a client representative will be considered as a “Change Order” ($175 per Request), requiring approval of additional Proposals for Products and Services - The Scope of Work defined herein is based on a set price and is not divisible. Preliminary Dataset 1 First data migration based on client specified partial dataset provided by the client to iParq. Client will review data in iParq Staging server and compare to their current enterprise parking management system. Any variances will be resolved by the Current Vendor and the client representative. Preliminary Dataset 2 Second data migration based on full dataset to current date provided by the client to iParq. Client will review data in iParq Staging server and compare to their current enterprise parking management system. Any variances will be resolved by Current Vendor and the client. FINAL Dataset Final data migration based on full dataset to current date provided by the client to iParq. Client will review data in iParq staging server and compare to their enterprise parking management system and provide approval for data to go live in iParq Production server. 1 One Time Fee $2,500.00 Active Upon Contract Execution Invoiced Custom Integration Luke II paystation 1 One Time Fee $3,500.00 Active Upon Contract Execution Invoiced Custom Integration Passport Mobile Application 1 One Time Fee $3,500.00 Active Upon Contract Execution Invoiced Custom Integration Central Square - City accounting Software 1 Per Hour $350.00 Active Upon Contract Execution Invoiced License Plate Recognition System Integration Integration with 3rd party Fixed/Mobile LPR system to provide reporting for vehicle enforcement 1 One Time Fee $3,650.00 Active Upon Contract Execution Invoiced In-State Registered Owner Information using License Plate or VIN Identification Direct DMV online module. Retrieve register owner information to send notice, holds, or releases. 1 One Time Fee $10,000.00 Option to be Negotiated Upon Contract Execution Invoiced V14 --Confidential Information-- Copyright 2020, INET, Inc. -- All Rights Reserved 3 50 States Registered Owner Information using License Plate or VIN Identification via NLETs and client provided ORI Direct DMV online module. Retrieve register owner information to send notice, holds, or releases. 1 One Time Fee $3,150.00 Active Upon Contract Execution Invoiced Operations Change Order Client initiated changes in permit design or implementation schedule post sign-off. Any additional requirements not included in the Scope of Work will be considered as a "Change Order" requiring approval of additional Proposals for Products and Services. 1 Per Change Order $175.00 Active Upon Request Invoiced VI. Travel / Training Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method Travel Expense Includes Car Rental, Hotel, Airfare, Food (when visits are not for Training)1 Per Day $1,250.00 Active Upon Request Invoiced Custom Onsite Training Custom onsite training session provide personalized classroom material based on institution request. Includes travel expense, airfare, and lodging. (Standard Rate will apply beyond Scope of Work) 1 Per Day $1,250.00 Active Upon Request Invoiced VII. Permits Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method Vehicle and Owner Information Registration Virtual Permits-No permit purchase required. Typically used for VIP Registration and License Plate Recognition.1 Per Transaction $1.49 Active Go Live Date Netted Daily Pass/ Temporary Permit Fee Daily fee for all short term guest/daily/visitor parking pass. Client selects parameters for # of days permit is valid. Daily fee for all complimentary short term guest/daily/visitor parking pass. Client selects parameters for # of days permit is valid. Consecutive day maximum at this rate is 14 days. 1 Per Permit Per Day $0.40 Paid by Parker Go Live Date Netted Complimentary Daily Pass/ Temporary Permit Fee Daily fee for all complimentary short term guest/daily/visitor parking pass. Client selects parameters for # of days permit is valid. Consecutive day maximum at this rate is 14 days. 1 Per Permit $0.25 Active Go Live Date Netted Recurring Billing Transaction Fee (optional customer paid) Recurrence intervals transaction fee allows the service to bill your customer every week, month or year 1 Per Transaction $0.95 Active Go Live Date Netted VIII. Citations Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method Custom Citation or Notice Paper Custom, pre-printed standard Citation or Notice receipt paper. Minimum of 250 rolls.1 Per Roll $12.00 Active Upon Request Invoiced Citation Issuance Fee - Electronic & Manual Processing fee for each electronic and manual citation that is entered into the Enforcement System 1 Per Citation Issued $0.50 Active Go Live Date Netted Citation Payment Collection Fee - Based on Total $ Collected / Transferred to Collections (Non - Revenue Share Model) Citation payment collection fee for each payment transaction processed with enforcement system 1 Per Citation Collected $0.99 Waived Go Live Date Netted Citation Payment Transaction Fee Citation payment transaction fee for each payment transaction processed with enforcement system 1 Per Citation Transaction $2.95 Paid by Parker Go Live Date Netted Registered Owner Lookup (Montana DMV) Montana DMV register owner lookup using License Plate or VIN identification 1 Per Lookup $0.25 Option to be Negotiated Go Live Date Netted Nationwide Register Owner Lookup (NLETS) (NLETS) National DMV register owner lookup retrieval service using License Plate or VIN identification 1 Per Lookup $0.25 Active Go Live Date Netted Delinquent Notification Mailer Delinquent notification mailer includes United States Postal Service First Class Mail Delivery 1 Per Mailing $0.85 Active Go Live Date Netted E-mailing of Citation notices Automated citation notification and appeal status emails 1 Per Email $0.10 Waived Go Live Date Invoiced X. Added Value Services Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method V14 --Confidential Information-- Copyright 2020, INET, Inc. -- All Rights Reserved 4 Standard Rate: Custom Programming, Database Subsystem Integration Services, or Reporting Beyond Scope of Work Custom Programming / Integration beyond the scope of work/Develop custom report beyond the scope of work. (iParq Timeline, Normal Business Hours to achieve Milestone) 1 Per Hour $350.00 Active Upon Request Invoiced After Hours/Rush Order Rate: Custom Programming, Database Subsystem Integration Services, or Reporting Beyond Scope of Work Custom Programming / Integration beyond the scope of work/Develop custom report beyond the scope of work. 1.5 times Standard Rate. (Client Timeline, After Business Hours work required to achieve Milestone) 1 Per Hour $525.00 Active Upon Request Invoiced Shipping Cost Pass-through cost for shipping permits, handhelds, and any other products requested by client. (as needed - both directions). Shipping charges for replacements are paid by the client. 1 Per Shipment PASS THROUGH Active Upon Request Invoiced XII. Accounting Fees Item Description Quantity Unit of Measure Unit Price Status Billed Date Billing Method Visa and Mastercard Credit card processing fee using Visa and MasterCard 1 Per Transaction 3.25%Active Go Live Date Netted American Express and Discover Credit card processing fee using American Express and Discover 1 Per Transaction 3.75%Active Go Live Date Netted Electronic Check Processing fee for electronic check transactions. This payment type may only be used with iParq Merchant account (Service Not avaliable for Client Owned Merchant Account). 1 Per Transaction 3.25%Active Go Live Date Netted NSF Check Fee for NSF Checks.1 Per Transaction $40.00 Active Go Live Date Netted Chargeback Fee for Chargebacks.1 Per Transaction $40.00 Active Go Live Date Netted ACH Declines Fee for ACH declines.1 Per Transaction $40.00 Active Go Live Date Netted Refund Fee (billed as needed)Financial Services 1 Per Transaction $10.00 Active Go Live Date Netted Paper Check Issuance (for remitted payment to authorized agencies) Financial Services. Fee in addition to refund fee.1 Per Check $10.00 Active Go Live Date Netted Statement and Invoice Delivery - 20th iParq Accounting (accounting@iparq.com) will send statements and invoices on the 20th of each month 1 Per Month $0.00 Active Go Live Date Invoiced • iParq makes no warranties/guarantees for any processes, features, or use of data beyond the defined Scope of Work. • Any additional requirements not included in the Scope of Work, that is identified by the client representative will be considered as a "Change Order", requiring approval of additional Proposals for Products and Services. • Any work or assurance required outside the scope of work defined herein will be the responsibility of the client. • All prices exclude taxes and any other out of pocket costs incurred by iParq to deliver and or install equipment and other materials. • The Scope of Services defined herin is based on a set price and is not divisible. • Circumstances encountered during the performance of the engagement that warrant additional time, expense or other cost could cause us to be unable to complete the engagement within the above estimates. Both parties will endeavor to notify the other party of any such circumstances as they are encountered. • The above Pricing Proposal is Confidential and the sole property of INET Inc. dba iParq. It has been provided to you (the “Client”) for your review only. Distribution of these materials beyond the entity defined will be considered a breach of Confidentiality, subject to actions as defined within the executed Non- Disclosure Agreement. • Price quotes valid for sixty (60) days. All prices quoted in U.S. Dollars (USD). Signature Print Name / Title Date Status Definitions V14 --Confidential Information-- Copyright 2020, INET, Inc. -- All Rights Reserved 5 Option to be Negotiated For items where the client is undecided. Must be changed to Active or Opt Out before client signs. Paid by Parker Fee paid by parker (student, employee, citizen , etc.), not paid by institution/Client. Waived A line item on the Pricing Proposal is identified as "Waived" when Client uses but is NOT being charged for the service/Product Waived Year 1 Only Recurring cost will begin being billed in year 2 and billed on an annual basis Billed in Year 2 One time cost will be invoiced at the beginning of year 2 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. Compliant. Montana State University may choose to piggy-back on this RFP. iParq will execute separate contracts for each entity, provide separate accounts for each entity, and honor the same pricing as provided for the City of Bozeman. 58 Appendix A - Affirmation of Non-Discrimination 57 pg. 13 Attachment A NONDISCRIMINATION AND EQUAL PAY AFFIRMATION name of entity submitting) hereby affirms it will not discriminate on the basis of race, color, religion, creed, sex, age, marital status, national origin, or because of actual or perceived sexual orientation, gender identity or disability and acknowledges and understands the eventual contract will contain a provision prohibiting discrimination as described above and this prohibition on discrimination shall apply to the hiring and treatments or proposer’s employees and to all subcontracts. In addition, ____________________________________(name of entity submitting) hereby affirms it will abide by the Equal Pay Act of 1963 and Section 39-3-104, MCA (the Montana Equal Pay Act), and has visited the State of Montana Equal Pay for Equal Work “best practices” website, https://equalpay.mt.gov/BestPractices/Employers, or equivalent “best practices publication and has read the material. Name and title of person authorized to sign on behalf of submitter INET Inc dba iParq INET Inc dba iParq Appendix B - Affirmation of Cloud Service Questions 58 APPENDIX B:Cloud Services Questions 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? Compliant. iParq is committed to ensuring proper compliance and quality assurance on all levels for the City’s project. Many of our clients and our main office are located in California. We have regional knowledge of laws related to proper compliance, and our system is designed to comply and execute accordingly.While iParq is not a law firm and therefore cannot provide legal advice, iParq does work with expert legal counsel who specialize in vehicle code and parking mandates in the state of California on an ongoing basis. iParq’s CEO is a Juris Doctorate and focuses his study on parking law. He has a working relationship with every attorney in California currently working on parking law, and has been sourced for input on parking law matters from the California State Attorney General’s office. If legal advice is needed, iParq will do its best to assist the City in procuring suitable counsel. If iParq becomes aware of legal issues regarding the City’s systems or services, iParq or iParq legal counsel will notify the City as soon as possible. As an NLET’s strategic partner, iParq is uniquely positioned to provide the City access to the NLETs team for questions regarding interstate license plates and collections activity. Both the iParq and City PMs will work together to implement the system so that Montanna’s Vehicle Code (VC) requirements are met.iParq will provide its system guidance and work with the City to follow all state,local and federal laws, and will communicate any updates to the City as they become known to us. The City will be the beneficiary of a large group of iParq clients facing the same issues and best practices as gleaned by these clients. These practices and contacts will be shared with the City and their agencies. It is important to note that City rules and guidelines as well as changes specific to City jurisdiction will need to be communicated to iParq during implementation. iParq will notify the City, and obtain written sign off from the designated City agent prior to updating forms and notices. In short, we will work as a partner to insure we provide the highest level of compliance possible and to meet the City’s goals and objectives. All planned system maintenance/upgrades are performed during non-peak hours to ensure little to no interruption to the City or its customers. iParq rarely has any downtime, including scheduled downtime, which is always performed at non-peak hours. In 2019, iParq clients experienced no perceived downtime for the entire year. If a scheduled window of maintenance downtime is required, iParq will notify the City in advance. Should a failure occur, a typical full restore of our database from backup has been tested to takes 90 minutes or less, depending on the scale of the restore required. In the case of an interruption or failure, no data will be lost.All data is stored in the cloud-based database in real time. A signature is required for all data transmissions. If that signature is not received, continued attempts will be made until the entire data packet is received. A constant backup is maintained in a mirrored server environment. Additional segregated backups and archives occur periodically each day. Please see attached iParq Service Level Agreement. 2)Data ownership: Who owns the data we provide and what can be done with the Data? Compliant. All City data is owned by the City. This is not only a fundamental philosophy of iParq’s, but also a legal requirement in the USA.iParq provides you with access to all of your organization’s own data at any time, 24/7/365.Simply, the data is yours and iParq will not get in the way with how you use it, even if your organization wants to transfer it to another system. iParq will not use your data for anything other than the services provided. The APIs are already provided.We use security-protected open architectures, open source, and open APIs in our software design, and we do this so your organization never feels like it is trapped in a software relationship. Through all the clients we onboard, we understand that other parking software vendors intentionally make it hard to change systems.We have designed all our systems to give you peace of mind that your organization will not be held hostage. We call it playing nice in the sandbox and it is a fundamental difference our clients appreciate. 3)Data security: How secure is our data and how is it being kept secure? 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? b)If PII is gathered, is it encrypted in transit and at rest? c)If credit card transactions are occurring is your system fully PCI compliant? Compliant. iParq has two primary databases environments 3pi (newer environment) AWS RDS instance on an Amazon Virtual Private Cloud. Encryption at rest Encrypted Snapshots at rest Security Groups to control what systems can access the RDS instance.A security group acts as a virtual firewall for your instance to control inbound and outbound traffic. Defining what source IP and ports can access the database TPS (Mustang / This is the main database right now for The Permit Store): Encrypted Snapshots at rest Security Groups to control what systems can access the RDS instance.A security group acts as a virtual firewall for your instance to control inbound and outbound traffic. Defining what source IP and ports can access the database 3:15 Traffic between servers are encrypted in transit. Security is a top priority at iParq. Our security measures are the same as those used by banks and federal agencies, such as the FBI, and our cloud-based system and websites use SSL encryption. We protect against outside threats with passwords, firewalls, private keys, and multi-factor authentication, and utilize world-leading web providers and cloud-based disaster recovery services that enable fast disaster recovery of infrastructure and data through multiple redundancy protocols. We support DR architectures from pilot light environments that are ready to scale up at a moment’s notice, to hot standby environments that enable rapid failover. Our data centers are in 10 regions around the world, providing geographic redundancy. iParq continuously monitors and maintains PCI compliance on all of its servers and systems, and will continue to do so. To ensure compliance,we utilize Trustwave as an independent resource to provide periodic vulnerability scans on our system. To provide a high level of assurance to our client, PCI certificates are updated in real time and are always available for iParq clients to view online.Since iParq has never had a security breach, we have been able to maintain the appropriate PCI status level required based on the volume of transactions processed. Any vendor with a PCI level higher than required based on transaction volume, has experienced a security breach. 4)Data integrity: What do you do as a vendor to ensure our data maintains its integrity? Compliant. iParq’s system bundles several scalable controls for user security access to ensure only authorized personnel can access the system.User level management allows the City to grant varying levels of access rights and security privileges, including void/dismiss citations, accept payments, read-only or insert/edit/delete ability, by simply choosing a job-based “permission set” or by specific access selection for parking staff. Administrators will be given job-duty specific access to provide your staff with varying levels of access and modification capabilities pursuant to their responsibilities and security level. A fundamental principle of the iParq system is that history/evidence is in-volatile. That means that the original evidence of a citation is never changed. As such, the iParq software keeps track of any changes made to a citation or user account and provides extensive reports for audits. Authorized City administrators have the ability to make modifications to edit, update, or correct any aspect of the parking citation, registered owner information, disposition and/or notes, but all history is preserved, and changes are logged and available for review in real time. iParq’s system maintains a full history of all user activity, providing a complete date/time stamped audit trail of all actions and modifications made within the system. Each citation will show its current status and exactly what has happened with that citation during its life cycle. All data retention is in compliance with state and federal regulations. For security and audit trail purposes, all user IP addresses are captured during login for all users. All user access is continuously logged and periodically audited, and any changes made to a record on the iParq system are permanently recorded for easy auditing. Changes are date and time-stamped with the user’s login credentials, so the City knows who accessed what and when. iParq software developers are Level 3 CJIS Security Test Certified, and undergo extensive fingerprint background checks. iParq can provide a copy of our latest Confidential Security Policy upon request. 5)We require data centers to be located in the United States: What country will our data be located in? Compliant. iParq utilizes AWS as it’s cloud hosting platform. The Service is currently provided from the United States and Subscriber Data,is currently stored and processed in the United States. Company has implemented and will maintain appropriate physical, electronic, and managerial procedures intended to protect against the loss, misuse, unauthorized access, alteration or disclosure of Subscriber Data. These measures include encryption of Subscriber Data during transmission to the Service and encryption of backups of Subscriber Data and authentication credentials at rest. Company will use reasonable efforts to promptly notify Subscriber of any unauthorized access to, or use of, Subscriber Data that comes to Company’s attention.Subscriber must immediately notify Company of any suspected security breach. 6)Responding to legal demands to disclose data: What is your process when someone subpoenas or requests our data from you as a vendor? Compliant. iParq cooperates with any subpoenas or court requests for data. Reporting: What is your protocol for data breaches? Compliant.It is the responsibility of each Company employee or contractor to report perceived security incidents on a continuous basis to the appropriate supervisor or security person.A User is any person authorized to access an information resource. Users are responsible for the day-to-day, hands-on security of that resource. Users are to formally report all security incidents or violations of the security policy immediately to the Privacy Officer. Users should report any perceived security incident to either their immediate supervisor, or to their department head, or to any member of the Company CST. Members of the CST are specified above in this document. Reports of security incidents shall be escalated as quickly as possible. Each member of the Company CST must inform the other members as rapidly as possible. Each incident will be analyzed and documented to determine if changes in the existing security structure are necessary. All reported incidents are logged and the remedial action indicated. It is the responsibility of the CST to provide training on any procedural changes that may be required as a result of the investigation of an incident. Security breaches shall be promptly investigated.Security/operational incident handling (see page 93) has been established for information systems that includes Awareness and preparation, detection, level analysis, containment, recovery,and all user responsibilities to include procedures for tracking, documentation and reporting to company officers and escalation to appropriate agency officials and/or authorities. If criminal action is suspected, the Company Privacy Officer shall contact the appropriate law enforcement and investigative authorities immediately,which may include but is not limited to the police or the FBI. Reporting a Possible Breach 1.Any employee (or contractor) who becomes aware of a possible breach of privacy involving Private Information in the custody or control of the Company will immediately inform their supervisor/manager, and the Privacy Officer. 2.Notification should occur immediately upon discovery of a possible breach or before the end of shift if other duties interfere, however, in no case should notification occur later than twenty-four (24) hours after discovery. a.The supervisor/manager will verify the circumstances of the possible breach and inform the Privacy Officer and the division Administrator/Director within twenty-four (24) hours of the initial report. 3.You may call the Privacy Officer directly. a.Provide the Privacy Officer with as much detail as possible. b.Be responsive to requests for additional information from the Privacy Officer. c.Be aware that the Privacy Officer has an obligation to follow up on any reasonable belief that Private Information has been compromised. 4.The Privacy Officer, in conjunction with the Company’s Legal Counsel, will decide whether or not to notify the President/CEO as appropriate by taking into consideration the seriousness and scope of the breach. Containing the Breach 1.The Privacy Officer will take the following steps to limit the scope and effect of the breach. a.Work with department(s) to immediately contain the breach. Examples include, but are not limited to: i.Stopping the unauthorized practice ii.Recovering the records, if possible iii.Shutting down the system that was breached iv.Mitigating the breach, if possible v.Correcting weaknesses in security practices vi.Notifying the appropriate authorities including the local Police Department if the breach involves, or may involve,any criminal activity Investigating and Evaluating the Risks Associated with the Breach 1.To determine what other steps are immediately necessary,the Privacy Officer in collaboration with the Company’s Legal Counsel and affected department(s)and administration, will investigate the circumstances of the breach. a.A team will review the results of the investigation to determine root cause(s), evaluate risks, and develop a resolution plan. i.A Privacy Breach Assessment tool may be used to assist in the investigation. b.The Privacy Officer, in collaboration with the Company’s Legal Counsel, will consider several factors in determining whether to notify individuals affected by the breach including, but not limited to: i.Contractual obligations ii.Legal obligations – the Company’s Legal Counsel should complete a separate legal assessment of the potential breach and provide the results of the assessment to the Privacy Officer and the rest of the breach response team iii.Risk of identity theft or fraud because of the type of information lost such as social security number, banking information, identification numbers iv.Risk of physical harm if the loss puts an individual at risk of stalking or harassment v.Risk of hurt, humiliation, or damage to reputation when the information includes medical or disciplinary records vi.Number of individuals affected Notification 1.The Privacy Officer will work with the department(s)involved, the Company’s Legal Counsel and appropriate leadership to decide the best approach for notification and to determine what may be required by law. 2.If required by law, notification of individuals affected by the breach will occur as soon as possible following the breach. a.Affected individuals must be notified without reasonable delay, but in no case later than sixty (60) calendar days after discovery, unless instructed otherwise by law enforcement or other applicable state or local laws. i.Notices must be in plain language and include basic information, including: 1.What happened 2.Types of PII involved 3.Steps individuals should take 4.Steps covered entity is taking 5.Contact Information ii.Notices should be sent by first-class mail or if individual agrees electronic mail. If insufficient or out-of-date contact information is available, then a substitute notice is required as specified below. b.If law enforcement authorities have been contacted, those authorities will assist in determining whether notification may be delayed in order not to impede a criminal investigation. 3.The required elements of notification vary depending on the type of breach and which law is implicated. As a result, the Company’s Privacy Officer and Legal Counsel should work closely to draft any notification that is distributed. 4.Indirect notification such as website information,posted notices, media will generally occur only where direct notification could cause further harm,or contact information is lacking. a.The Company may notify a prominent media outlet that is appropriate for the size of the location with affected individuals, and notice will be provided in the form of a press release. 5.Using multiple methods of notification in certain cases may be the most effective approach. Business associates must notify the Company if they incur or discover a breach of unsecured data. 1.Notices must be provided without reasonable delay and in no case later than sixty (60) days after discovery of the breach. 2.Business associates must cooperate with the Company in investigating and mitigating the breach. Prevention 1.Once immediate steps are taken to mitigate the risks associated with the breach, the Privacy Officer will investigate the cause of the breach. a.If necessary, this will include a security audit of physical, organizational, and technological measures. b.This may also include a review of any mitigating steps taken. 2.The Privacy Officer will assist the responsible department to put into effect adequate safeguards against further breaches. 3.Procedures will be reviewed and updated to reflect the lessons learned from the investigation and regularly thereafter. 4.The resulting plan will also include audit recommendations,if appropriate. Compliance and Enforcement All managers and supervisors are responsible for enforcing these procedures. Employees who violate these procedures are subject to discipline up to and including termination in accordance with the Company’s Sanction Policy. 7)Disaster recovery: What protections/protocols do you have in place to mitigate disasters? Compliant. iParq’s confidential Disaster Recovery Plan, BCP, Security Policy and other internal policies and programs can be provided separately upon request. 8)Business continuity: If you decide to bring your business to an end what happens to our data? Compliant. iParq’s confidential Business Continuity Plan is available upon request. Termination rights and consequences: What is your termination policy both for you as a vendor and us as a customer? Compliant. Either party will have the right to terminate the contract by giving at least 30 days’ notice in writing to the other party to expire at the end of the initial period or at any time after that. If anything is identified that may precipitate any harm to the Company, the Company reserves the right to terminate services immediately and without notice. Company will endeavor to provide notice of any action as circumstances allow. 9)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? iParq's Exit Strategy 1.Transition approach when service ends 2.How citation data would be removed from your service and transferred to the City or a third-party service and in what format 3.Differentiate between responsibilities of the service provider and the customer. 4.No cost will be incurred by the City upon exit. ●iParq will provide two preliminary dataset migrations and one final dataset migration. If additional data migrations are required,iParq will provide revised pricing based on Scope of Work. ●Pricing is based on a maximum of 5 years of historical data. If additional years of data are required, iParq will provide revised pricing based on Scope of Work. ●For any additional data migrations requested by the client, iParq will provide revised pricing based on Scope of Work. ●Any additional requirements not included in the Scope of Work that is identified by a client representative will be considered as a “Change Order” ($175 per Request), requiring approval of additional Proposals for Products and Services. ●The Scope of Work defined herein is based on a set price and is not divisible. Preliminary Dataset 1 The first data migration is based on a client-specified partial dataset provided by the client to iParq. The client will review the data in the new vendor server and compare it to iParq’s parking management system. Any variances will be resolved by the new vendor and the client representative. Preliminary Dataset 2 The second data migration is based on a full dataset to current date provided by iParq to the client. The client will review the data in the new vendor system and compare it to iParq’s parking management system. Any variances will be resolved by the current vendor and the client. Final Dataset The final data migration is based on a full dataset to current date provided by iParq to the client via client-owned SFTP. The client will review the data in the new vendor system and compare it to iParq’s parking management system and provide written approval of final data migration. CONFIDENTIAL iParq Service Level Agreement iParq SLA.During the Term of the applicable iParq Agreement (the "Agreement"), the iParq Covered Services web interface will be operational and available to Customer at least 99.9% of the time in any calendar month (the "iParq SLA"). If iParq does not meet the iParq SLA,and if Customer meets its obligations under this iParq SLA, Customer will be eligible to receive the Service Credits described below. This iParq SLA states Customer's sole and exclusive remedy for any failure by iParq to meet the iParq SLA. Definitions. The following definitions shall apply to the iParq SLA. •"Downtime"means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate. •"iParq Covered Services"means the ThePermitStore,MyiParq, SCAPAY, iPark.me, CPP, iParq Sites, and iParq web site components of the Service. This does not include the designated development projects, iParq handheld devices, iParq Mass Mail or integration components of the Service. • "Monthly Uptime Percentage"means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. •"Service"means all the iParq services. • "Service Credit"means the following: Monthly Uptime Percentage Days of Service added to the end of the service term (or monetary credit equal to the value of days of service for monthly post-pay billing customers), at no charge to Customer: < 99.9% - >= 99.0%3 < 99.0% - >= 95.0%7 < 95.0%15 Page 1 © 2012, iNet, Inc./ iParqP.O. Box 29502 #80109 LasVegas, NV 89126-9502 T 805.963.9400F 805.963.5346 www.iparq.com Customer Must Request Service Credit.In order to receive any of the Service Credits described above, Customer must notify iParq within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service CONFIDENTIAL Credit. Maximum Service Credit.The aggregate maximum number of Service Credits to be issued by iParq to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts, except for customers who have contracts with iParq exceeding 1 year. iParq SLA Exclusions.The iParq SLA does not apply to any services that expressly exclude this iParq SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii)that resulted from Customer's equipment or third party equipment, or both (not within the primary control of iParq). Page 2 © 2012, iNet, Inc./ iParqP.O. Box 29502 #80109 LasVegas, NV 89126-9502 T 805.963.9400F 805.963.5346 www.iparq.com