biddoc.pdf

Request for Proposals

2026-267 Parking Management System Modernization

Due Date: 2:00 PM MDT, September 30th 2026

427 Rio Grande Place

Aspen, CO 81611 (970)920-5059

Aspen, CO | Official Website https://www.aspen.gov/

City of Aspen

REQUEST FOR PROPOSALS

Sealed proposals will be received by the City of Aspen Purchasing Department through the Bidnet Direct website, www.bidnetdirect.com, until 2:00p.m. MDT, September 30th 2026, at which time the proposals will be opened and reviewed, for the following City of Aspen project: 2026-267 Parking Management System Modernization

The project will include but is not limited to: The City of Aspen (City) Parking Department is requesting Proposals for a comprehensive Parking Management Information System (PMIS) inclusive of fully integrated handheld citation issuance devices and a user-friendly platform that retains all existing functionality. The PMIS must include, but is not limited to permit management, citation management and adjudication, including payment and collection processes. The PMIS can introduce new functionalities to solve existing and emerging business needs.

A non-mandatory Pre-Bid will be held on Wednesday, September 16th at 10:00a.m. MDT via Microsoft Teams.

https://teams.microsoft.com/meet/281783773413791?p=Z3Paa4kJAnwJLdRUVZ Meeting ID: 281 783 773 413 791 Passcode: K9iR6er3

Complete proposal packages are available to download or from www.bidnetdirect.com Vendors must be registered to view the bid packages. There is no charge to register. Call 1-800-835-4603 if you need assistance registering.

To submit, an electronic copy of the Proposal as a PDF or Word file, must uploaded to the Bidnet Direct website, www.bidnetdirect.com. The file name must include the City’s project number and offeror’s name.

The City reserves the right to reject any or all Proposals or accept what is, in its judgment, the Proposal which is in the City's best interest. The City further reserves the right, in the best interests of the City, to accept a late submittal or to waive any technical defects or irregularities in any and all Proposals submitted.

Accessibility Vendor acknowledges the City is subject to Title II of the Americans with Disabilities Act (“ADA”) and other laws that prohibit public entities from excluding from participation in, denying the benefits of, or discriminating against qualified individuals with disabilities on the basis of disability in the entity’s services, programs, and activities and agrees to comply with the following requirements as applicable to the goods or services that are the subject of this Agreement.

1. Videos for public dissemination must be captioned. This non-inclusive list could include training program videos for the public, for web content or even a museum setting. If the goods or services that are the subject of this Agreement are being purchased by the City to enhance or augment a City program, service, or activity, then the materials must be captioned.

2. Digital documents must be properly formatted and accessible. Digital documents intended for public use must meet accessibility guidelines as it now exists or is amended, (examples include: doc, .docx, .xlsx, .pptx, .pdf, .jpg).

http://www.bidnetdirect.com/ https://teams.microsoft.com/meet/281783773413791?p=Z3Paa4kJAnwJLdRUVZ http://www.bidnetdirect.com/

Non-Discrimination Policy Any business that enters into a contract for goods or services with the City of Aspen or any of its boards, agencies, or departments shall:

(a) Implement an employment nondiscrimination policy prohibiting discrimination in hiring, discharging, promoting or demoting, matters of compensation, or any other employment-related decision or benefit on account of actual or perceived race, color, religion, national origin, gender, physical or mental disability, age, military status, sexual orientation, gender identity, gender expression, or marital or familial status.

(b) Not discriminate in the performance of the contract on account of actual or perceived race, color, religion, national origin, gender, physical or mental disability, age, military status, sexual orientation, gender identity, gender expression, or marital or familial status.

(c) Incorporate the foregoing provisions in all subcontracts hereunder.

Diversity and Inclusion The City shall acquire its goods and services in a manner that integrates fiscal responsibility, social equity, women and minority business opportunity, and environmental stewardship. Bidders should provide any additional information and or certifications describing the above.

Sustainability Considerations One of the City of Aspen’s values is stewardship, and the City has taken significant strides in embedding sustainable practices into our operations. In 2022, Aspen City Council set new greenhouse gas reduction goals (science-based targets) of 63% by 2030 and 100% by 2050 based on 2017 emissions levels. While not a requirement for this contract (unless otherwise stated in the scope of work or criteria list), the City encourages all vendors to share in their proposals how their products and services are supporting the City’s climate initiatives and goals.

For more information on the City’s sustainability efforts and the Aspen Sustainability Action Plan, visit www.aspen.gov/climate.

Information Technology Requirements The City of Aspen relies on a diverse ecosystem of software applications to deliver public services, manage operations, and support internal workflows. The IT Department is required to ensure that any software, SaaS solutions, or digital technology purchased meets City security standards and complies with any federal, State of Colorado, and local laws regarding accessibility, data privacy, data retention, breach notification, and AI requirements.

City Departments During the RFP process the IT Department will designate a staff person to work with the requesting department to review and approve technology issues. Departments are required to have a liaison to partner with IT during the process. If IT determines a technology is insecure or incompatible with accepted standards the department will discontinue review of the vendor.

Vendor Requirements All bidders will be required to provide the IT Department with a completed City of Aspen IT Security and Compatibility Questionnaire and provide supporting documentation such as SOC2 reports and third party security audit certifications as verification that the vendor can protect customer data.

http://www.aspen.gov/climate

Pursuant to the Colorado Open Records Act, C.R.S. Section 24-72-200.1 (CORA), any and all of the documents that are submitted to the City of Aspen may be deemed public records subject to examination and inspection by third parties. The City of Aspen reserves the right, at its sole discretion, to release for inspection or copying any document, plan, specification, proposal or other writing submitted pursuant to this request. Candidates should identify any portion of their proposals which they consider confidential.

By participating in the City’s procurement process, you are agreeing to the terms and conditions of the procurement process and the legal parameters of doing business with the City without change.

Discussion may be conducted with responsible Offerors who submit Proposals determined to be reasonably susceptible to be selected for award for purpose of clarification to assure full understanding of, and responsiveness to the solicitation requirements.

In addition to price, the criteria set forth in the Instruction to Offerors and any specific criteria listed below, may be considered in judging which Proposal is in the best interests of the City:

• Company experience, Qualification and, if applicable, subcontracted firms – 10%

• Product – 40%

• Proposed team qualification – 5%

• Proposed Schedule – 25%

• Fee Proposal – 20%

BY ORDER OF THE CITY OF ASPEN, COLORADO

Asal Vojdani, Purchasing

1.1 Project Description and Background

The Parking Department oversees many parking management functions throughout the City, including parking enforcement, permitting, and related payment processes. The City currently has a contract for citation processing and offers online payments and collection services.

The City of Aspen’s parking enforcement operations are managed by 7 parking enforcement officers (PEOs) who patrol various areas, including downtown streets, and five (5) Residential Zones (A, B, C, D, and E). They operate from 8:30 a.m. to 6 p.m. Monday through Saturday in the peak season months, winter season from December 1st through March 31st and summer season from June 1st through September 30th. They operate from 8:30 a.m. to 5 p.m. Monday through Friday in the off-season months, April 1st through May 31st and October 1st through November 30th. They handle illegal parking complaints Citywide, which can be reported via email parking@aspen.gov, See ClickFix 311 CRM, or by calling 970-429-1761.

The City utilizes 66 Arrive (ex Flowbird/Cale) parking kiosks in their managed parking areas and offers mobile payment options through PayByPhone.

The City operates one (1) downtown parking garage, equipped with TIBA access and revenue control equipment.

Permit Program The City currently operates with both physical permits (Carpool permits and Lodge permits) and virtual permits (Residential, Business, and Guest) but is considering transitioning to all virtual parking permits tied to license plate numbers. Proposers should provide pricing for an all-virtual permit system, a hybrid virtual/physical permit system, and the cost to transition from hybrid to all-virtual in the future. A list of existing permit types and their definition is included below:

Permit Types

• Residential

• Guest

• Business

• Commuter (Carpool)

• Lodge (The City is evaluating the addition of a Short-Term Rental (STR) parking permit type in coordination with Community Development. Proposers should include pricing for the addition of new permit types post-implementation, including any configuration, testing, and portal updates required).

Additional Permits These permits are currently issued through T2 and Salesforce:

• Aspen Valley Health—100 existing permits

• Aspen Fire Department—200 existing permits

• Mountain Rescue—35 existing permits

• Ajax Cubs—2 existing permits shared between multiple vehicles

• Early Learning Center—9 existing permits shared between multiple vehicles

• Kids First—2 existing permits shared between multiple vehicles

• Wildwood School— Aspen Environmental preschool with 2 existing permits shared between multiple vehicles

• Red Brick Center for the Arts—35 existing permits

• Aspen Public Radio—2 existing permits

• Aspen Times—2 existing permits

• Aspen Daily--2 existing permits

• Health Solutions (Hope Center)—2 existing permits

• Coroners—5 existing permits mailto:parking@aspen.gov

Residential Permit Residential and guest parking permits are issued to residents whose place of residence is located within a designated permit parking area.

Residential Permits are not issued to:

• Property managers.

• Occupant of vacation or short-term rental properties (less than a month).

• Vehicles used primarily for commercial purposes.

• Campers or trailers or motor homes.

• Business entities.

• Business addresses or addresses used primarily for commercial purposes.

Proof of residency and vehicle registrations are required for the purchase of Residential/Guest Permits. The applicant’s name and address must be on the registration. If the vehicle is owned by a business, trust, LLC, a written, signed, and notarized statement is required stating the name of the applicant as the primary driver and their relationship to the owner. This statement must include the owner’s name, address, phone number, license plate no., VIN, and make/model of the vehicle. If it is a business vehicle, the statement must be on a business letterhead.

Business Parking Permit To qualify for a Business Parking Permit, businesses must hold a City of Aspen Business License, provide proof of business is in Downtown core or in one of Residential Zones, license plate number. Businesses are limited to a maximum of one (1) permit.

Commuter Carpool Permit Commuter Carpool Permits are issued to carpool groups of three (3) or more adults. Carpool permits allow free all-day parking in the residential parking zones A, B, C, D, and E and are subject to availability. Carpool permits are not allowed in downtown core.

Lodge Permit Lodge Permits are physical permits sold by City of Aspen, and the Parking Department to Lodges. The City is considering transitioning to virtual parking permits for all lodges.

Permit Fees (2026) Permit Fee Schedule Residential $20 Annual Guest $20 Annual Business $125 Annual (Calendar year) Commuter Carpool Free Daily pick up (physical) Lodge $3 Physical Lodge $1 Digital (Up to 10 days)

Permit Cycles Residential and Guest permits are renewed annually.

Business permits are renewed on January 1, each year.

Commuter Carpool permits are available daily.

Citations Issuance Enforcement staff currently utilize handheld Samsung Galaxy S24 Ultra and Samsung Galaxy S26 Ultra cellphones and Woosim printers for citation issuance. As described later in the Scope of Services, Proposer shall provide options for the retention and use of current handhelds and printers and for the replacement of current handhelds and printers.

The City has a fleet of 4 enforcement vehicles utilizing LPR technology with Genetec LPR Cameras through Route 1.

Citation Lifecycle Customers have 10 days to pay or appeal a parking citation. If the citation is paid within 10 days, no late fee is applied, and the citation is closed. All appeals must be made online and they are currently appealed through our current citation system. If the citation is appealed within 10 days, the fine is frozen until a response to the appeal is made. A response to the appeal will typically be made withing three weeks of the appeal date. If the appealed citation is waived, the customer will be notified by email, and the citation will be closed. If the citation is upheld, the customer will be notified by email. The 10-day payment requirement restarted. Customers must then pay the fine to close the citation. If the citation is not paid the $10 late fee will be added to the citation.

A courtesy letter of the unpaid citations is sent every Friday. (Currently under our policy we don’t send it to a collection agency, but it could change in the future days. We would like to send at least two (2) courtesy letters attaching them to the license plate number/owner account). The software must have an option for customers to appeal citations through the online portal.

1.2 Project Goals Objectives

The City’s vision is a transformative and fully integrated system from one or multiple Contractors with demonstrated expertise in providing PMIS to supply all hardware and software as described in this RFP. The City would prefer a single Contractor to provide the entirety of the systems described in this RFP, including both permit management and citation management. A single vendor that serves as the primary point of contact and contracting for the City. The identification of the solution(s) that meets the City’s requirements will depend on the solution’s ability to serve the needs of the City now, and in the future.

The selected Contractor(s) shall be responsible for internal and public facing portals:

• Provision, maintenance and support of hardware and software for citation and permit issuance and management

• Online portal for citation and permit processes

• Technical support for website customers by phone/email

• Permit management system for various parking permit programs

• Ongoing training for City staff, along with technical support and maintenance

• Reporting

• Delinquent collections including, but not limited to:

o Noticing o Department of Motor Vehicles (DMV) hold processing o Secondary collections

• Obtaining in- and out-of-state registered owner information

2.0 RFP Process

2.1 Communication

Questions must be posted on the Bidnet Direct website, www.bidnetdirect.com. Answers are posted online for all Offerors to review and consider. It is the Vendor’s responsibility to check the website for Q&As, addendums, and other important information.

Vendors may contact Procurement at procurement@aspen.gov or 720-589-4943 for questions regarding the procurement process or uploading proposals.

A non-mandatory Pre-Bid will be held on Wednesday, September 16th at 10:00a.m. MDT via Microsoft Teams.

mailto:procurement@aspen.gov https://teams.microsoft.com/meet/281783773413791?p=Z3Paa4kJAnwJLdRUVZ Meeting ID: 281 783 773 413 791 Passcode: K9iR6er3

2.2 Proposal Submission

Electronic submission is to be uploaded on the Bidnet Direct website, www.bidnetdirect.com. The electronic submission must be compiled into a single pdf or Word document. The name of the document must contain the City project number and firm’s name.

The deadline for submitting responses to this RFP is 2:00pm MDT, September, 30th 2026.

2.3 Schedule

The proposal, evaluation and selection schedule is as follows:

• Non-Mandatory Pre-Bid Meeting via Microsoft Teams September, 16th at 10:00AM

MDT

• Final Questions Due September 23rd, 2026.

• Proposal packages due by 2:00PM MDT September 30, 2026 via Bidnet

2.4 Selection Criteria

The criteria for selection shall include but may not be limited to the following:

Evaluation Category Percentage Company experience, Qualification and, if applicable, subcontracted firms

• How many years has the company been in the business?

• Company has significant and relevant experience to similar type and scope work, at least three recent similar projects, with detailed description of the work, cost of the project, reference name and contract details.

10%

Product

• Company has a product that matches or nearly matches all of the required and preferred criteria set forth in this RFP.

• Company has a product that integrates with City’s current procedures, hardware, etc.

40%

Proposed team qualification

• Team experience meets the requirements of the project and accurate commitment of team resources for project.

• Project Manager & engineer time and experience meet project requirements.

• Project team members are clearly identified in their roles and have worked together recently.

5%

Proposed Schedule

• Schedule is realistic and considers appropriate milestones for project start date, end date, duration, and any recommendations on phasing are included.

• Material lead time is included for long-lead items.

25%

Fee Proposal

• Base proposal pricing is lower.

• Fee proposal is sufficiently detailed.

• Option pricing is aligned with base proposal numbers if/where applicable.

20% https://teams.microsoft.com/meet/281783773413791?p=Z3Paa4kJAnwJLdRUVZ

3.0 Scope of Work

The City prefers a turnkey Permit Management System (PMS) with demonstrated expertise in facilitating permit management services. The PMS must be capable of integrating with several current and future City and third-party vendor programs that will also support the parking operation. Contractor shall provide the capability for integration using open architecture industry standards with external integration capabilities. Contractor shall address the data integration approach from a variety of resources and describe the methodology, development, and testing details including key milestones and deliverable dates. Contractor shall identify any concerns about the available data sources and suggest any innovative approaches to integrating and presenting the information via their system. All cloud-based systems – including but not limited to the PMS and the customer portal shall be assumed to have unlimited cloud storage to support unlimited data storage and create/read/update transactions. Proposer shall include a copy of each manufacturer’s written warranty statement for any software and/or hardware provided within their Proposal. Proposers shall also provide the details of all warranties that apply to the services provided to the City.

3.1 Key Requirements

The following is a list of key requirements for the permit management system:

• Assign permissions to access certain features based upon User ID.

• Ability to run reports on all data fields.

• Report templates developed to the City’s specification that may be exported to both Excel and PDF. Reports must be available without requiring editing to generate usable data – for example: no blank lines, offset fields, combined columns, or rows.

• An open-source Application Programming Interface (API) that allows for integration with third parties such as citation management software, financial software, permitting software, LPR and paid parking technology, which may include pay-by-plate meters, pay-by-space meters, mobile payment applications, and future technologies and systems.

• Initial in-person training for City staff with ongoing annual refresher training, on-site, remote, or both.

• Custom software training manuals and user guides for staff based on the City’s specific systems and customizations, to be created and managed by the Contractor using the City’s system specifications.

• Ability to support different permit types with differing permit business rules (example:

residential parking permits, guest parking permits, business parking permits, special categories parking permits) as well as non-permit based miscellaneous revenues.

• Ability to record non-parking payments within the PMS.

• Web-based software with no PC installation required.

• Open-source API that can be integrated easily with other vendor systems at no additional cost to the City.

• The City requires a Contractor that can integrate with existing and future vendor technologies. Contractors shall assume that each vendor listed may have different API architectures and the City requires a Contractor that can integrate with each as they currently exist.

• System downtime of less than 0.1% 24/7. System uptime of 99.9%, at a minimum, is required.

• All solutions must be PCI compliant, which means that credit card payment security is compliant with the standards set by the Payment Card Industry Security Standards Council.

• Ability to login using Security Assertion Markup Language (SAML) with employee ID.

PMS Software Specifications The following is a list of key software requirements for the permit management system:

• Generate permit renewal notices by batch or individually.

• Ability to send email and mail notices based on the end user’s preference and save the preference for future notices.

• Proposers to provide example letter and email templates and define areas where customization is possible and where it is not.

• Generate unique parking permit numbers.

• Support the assignment of virtual and physical permits.

• Support rolling expiration dates (daily, weekly, monthly, annually) in addition to fixed expiration dates based on permit type.

• Provide access to review permit applications and attached documents.

• Complete audit trail of all history in permit record; including, but not limited to date and time stamp, payment history, copy of letters and correspondence, administrative changes to the account, and notes.

• Retain inactivated permit and account information.

• Ability to upload multiple file types in support of permit applications including CSV, DOC, JPEG, PDF, etc.

• Alert City to and prevent account holders with outstanding/unpaid citations from purchasing permits.

• Allow editing of any permit field (based upon user-assigned privileges).

• Ability to create/modify/delete permit zones.

• Display all permits issued geographically on a map.

• Entry of new permits and approve requests.

• Processing of payment for permits.

• Add notes to permit accounts.

• Correct, autofill, and standardize address entries.

• Validate permit program eligibility based on customer-entered address and supporting documentation.

• Ability to cancel a permit.

• Ability to refund a permit.

• Ability to prorate or issue a discount on a permit.

• Process multiple permit purchases in one transaction.

• Query by customer name, business name, account number, permit type, permit number, license plate number, WIN, address, phone number, citation number, last 4 digits of credit card number, and partial information.

PMS Payment Processing The City requires the PMS to adhere to payment handling standards including, but not limited to receiving payments, tracking payments, issuing refunds, providing detailed receipts, entering backdated payments, and allowing for batch processing:

• Ability to open and close sessions and batches, multiple times per day. Each batch must have a unique session or batch identification number.

• Apply payment to multiple permits in one transaction.

• Record the payment date, tender type, operator accepting payment, all visible in the transaction record and history.

• Process and track full and partial refunds, overpayments, duplicate payments, and credit balances.

• Generate and print receipts for payments indicating: Cashier ID, Date of payment, Amount due, Amount paid, Change owed, License plate number(s), Permit detail, Customer Name, Customer Address.

• Ability to issue a full or partial refund for a permit payment.

• Ability to back-date payments.

• Reverse and refund a full or partial permit payment.

• Note checks returned for insufficient funds and reset payment amount.

• Ability to add or adjust fees.

• Process payment of parking permit by ACH, check, credit card, and debit card.

• Voids, backdates should go through approval.

Technical Support

• Include a direct phone number and email address to the vendor for technical support.

• Contractor shall provide a log of all technical support issues reported by end users at the end of each week.

PMS Customer Portal The City desires a customer-friendly, easily updated parking web/mobile portal (customer portal) to provide access to parking permit information:

• The customer portal shall be designed to meet the City of Aspen’s branding and marketing standards and built in a manner consistent with the look and feel of the City’s website.

• All content for the customer portal including, but not limited to, text, graphics, images, and maps will be the responsibility of the Contractor to develop. City staff will review and approve all proposed data content before public release.

• The customer portal must be developed by the Contractor and allow customers the option to create an account that will supply access to all relevant permits. The customer portal shall be fully integrated with the PMS.

• The customer portal will be managed by the Contractor. The City expects that the customer portal will be updated with new information as required, such as changes to parking rules, permit fees, permit types, etc.

• The contractor must create a custom guide, specific to Aspen’s processes, on how to apply for, and make payment for parking permits.

• The Contractor shall also provide email support to customers for technical issues regarding the customer portal. Emails shall be answered within twenty-four (24) hours. Complaints made by customers regarding service received by the contractor must be logged and reported to the City weekly.

To provide the public with the best possible customer service, City staff would like access to perform the following:

• Edit the customer portal including managing notifications, banners, or changing text.

• Identify duplicate accounts.

• Merge accounts once identified as the same individual.

• Unmerge accounts as needed.

In support of the PMS, the customer portal shall be a comprehensive management tool for customers and shall allow users to perform, at a minimum, the following functions:

• A customer-friendly, easy-to-use web/mobile portal for end-users.

• Availability across multiple platforms including MS Edge, Firefox, Safari, and Chrome, Mobile friendly.

• The customer portal experience for the user shall provide device detection and content displayed according to device type, including desktop computers, laptops, mobile devices, and tablets.

• Portal shall be designed to meet the City of Aspen’s branding and marketing standards.

• Support multiple languages – English and Spanish required.

• Support Americans with Disabilities Act (ADA) compliance. Email forms and attached docs tobe ADA compliant, per HB21-1110 Colorado Laws For Persons With Disabilities.

• Real-time integration with PMS, including permit information/records.

• Inquiry by license plate, permit number, and account number.

• Request a new permit with supporting documentation.

• Allow for custom documentation requirements based on permit type.

• View the status of permit requests.

• Process permit payment.

• Allow customers to update permit applications when denied or a correction is needed without needing to reapply for the permit.

• Allow customers to update permit information (license plate, make, model, color, address for certain permit types as defined by the City).

• Allow management of multiple types of permits under a single account.

• Restrict individual permit issuance to addresses/users within City-defined group management accounts.

• Prevent accountholders with outstanding citations from purchasing permits.

• Individual dwelling units within the same address number shall be able to have different eligibility statuses.

• Allow partially completed online permit applications to be saved and completed at another time (for at least a week) by the applicant or City staff.

• Provide customers with email or text messages regarding the approval or status of their permit.

• Email receipts for permits.

• Renew an existing permit.

• Cancel permit.

• Staff ability to look up an end-user’s active session and modify their ‘cart’.

System Capabilities Describe the ability to provide or perform the following:

• Describe any existing integrations with the following current City systems: PayByPhone, Arrive (Flowbird/Cale), Genetec, Smarking.

• Describe the ability to integrate through an API with the City’s data.

• Describe ongoing training options throughout the duration of the contract.

• Describe how the City can enter non-permit payments and how those transactions are tracked.

• Describe the ability to send automated notices from aspen.gov emai3.1l address.

• Describe the ability to ensure that emails sent do not go to the Spam folders (delivery failure notifications).

• Describe any “opt-in” options for the user to allow emails to be marked as safe.

• Describe the system refund process and if the system can be refunded by payment type.

• Describe any customer service support for active sessions in the customer portal.

• Describe any system capabilities and limitations to City staff access to make customer portal edits/changes.

• Describe any end-user SMS opt-in notification options.

• Describe the ability for the City to view open technical support tickets submitted by end users and escalate when necessary.

3.2 Citation Management System

Overview The City prefers a turnkey Citation Management System (CMS). Contractor will be responsible for ensuring that the CMS and proposed support services are compliant with the State of Colorado and local municipal regulations. The selected Contractor will provide the hardware and software described in this Section and respond to the Technical Compliance Matrix (TCM).

The TCM must be capable of integrating with several future City and third-party vendor programs that will also support the parking operation. Contractor shall provide the capability for integration using open architecture industry standards with external integration capabilities. Contractor shall address the data integration approach from a variety of resources and describe the methodology, development, and testing details including key milestones and deliverable dates. Contractor shall identify any concerns about the available data sources and suggest any innovative approaches to integrating and presenting the information via their system.

All cloud-based systems – including but not limited to the CMS and the customer portal shall be assumed to have unlimited cloud storage to support unlimited data storage and create/read/update transactions.

Proposer shall include a copy of each manufacturer’s written warranty statement for any software and/or hardware provided within their Proposal. Proposers shall also provide the details of all warranties that are applicable to the services provided to the City.

Key Requirements The following is a list of key requirements for the citation management system:

• Access to Colorado DMV for registered owner information and DMV registration holds and releases.

• Access to out-of-state vehicle owners.

• Responsibility for any fees associated with obtaining registered owner information.

• Validate DMV vehicle makes upon return of registered owner information from DMV to ensure proper make of vehicle issued citation.

• Vehicle registration information.

• Continuously attempt to retrieve registered owner information for all unpaid parking citations without registered owner information on the system.

• Store and track car rental agency reports of responsible billing parties: from parking citations.

• Automatically generate printable reminder notices for unpaid citations by batch and individually.

• Process citation correction notices where the issuing officer determines that there is incorrect data in the parking citation. A copy of the correction shall be emailed/mailed to the registered owner within a timeframe specified by the City.

• Creation of a scofflaw list for booting and tow eligible vehicles that is shared in real-time among all handheld enforcement devices and LPR units.

• Real-time reports on all data fields.

• Report templates developed to the City’s specification that may be exported to Excel and

PDF. Reports must be available without requiring editing to generate usable data – for example: no blank lines, offset fields, combined columns, or rows.

• Schedule reports to be sent via email.

• An open-source API that allows for integration with third parties such as permit management software, financial software, LPR, and paid parking technology, which may include pay-by-plate meters, pay-by-space meters, PARCS, and mobile payment applications.

CMS Software Specifications The software shall allow users to perform the following functions:

• Assign permissions to access certain features based on user ID.

• Review all user activity within the software.

• Enter manually issued citations.

• Add notes to citations and plates.

• Attach documents, photos, and videos to citation records.

• Query for citation data by citation number, license plate, name, and VIN.

• Ability to query by partial information such as partial plate.

• View a copy of a citation, photos, and notes taken during citation issuance.

• Batch dismiss multiple citations.

• Place citations on hold to suspend penalty and notice activity.

• Void citations with custom City void codes.

• Restrict timeframe and ability to void based on City rules (citations cannot be voided once the adjudication process has begun).

• Support multiple vehicle owners on the same plate (based on date of citation issuance).

• Provide a complete audit trail of all history in citation record; including, but not limited to escalations, payment history, adjudication history, copy of letters and correspondence, notes, and payment plan details. Identify the user that performed each change or update in the audit trail.

• Identify citation records where the vehicle information does not match the returned DMV record.

• Establish a graduated fee schedule for repeat offenders.

• Store and track previous and current vehicle owner information.

• Ability to log in with employee ID.

• Support Americans with Disabilities Act (ADA) compliance. Email forms and attached docs to be ADA compliant, per HB21-1110 Colorado Laws For Persons With Disabilities.

Adjudication The software shall allow users to perform the following functions:

• Suspend action while appeals are under investigation.

• Record data and comments for historical background and attach to citation.

• Manage supporting evidence submitted by end-users in support of their appeals.

• Sort citations by type of violation and/or defense.

• Record case decisions.

• Generate decision letters and use customizable liability reason codes.

• Send decision letter and/or other correspondence via email to end-users.

• Email forms and attached docs to be ADA compliant.

• Adjust fines (reduce, add additional fines, fees, court costs, etc.).

• Track payment of citations prior to a hearing date, or after an end-user fails to appear/fail to pay.

CMS Payment Processing

• Allow for split tender types.

• Ability to open and close sessions, or batches, multiple times per day. Each batch must have a unique session or batch identification number.

• Ability to correct financial entries on transaction date, not date of correction.

• Apply payment to multiple citations in one transaction.

• Record the payment date, tender type, and operator accepting payment, all visible in the transaction record and history.

• Split payment among multiple citations to support the City/Court’s payment plan requirements.

• Process and track full and partial refunds, overpayments, short-payments, duplicate payments, and credit balances.

• Generate and print receipt for payments indicating:

• City name and contract information.

• Cashier ID.

• Date of payment.

• Amount due.

• Amount paid.

• Change owed.

• License plate number.

• Citation details including violation of municipal code.

• Ability to issue a full or partial refund for a citation payment.

• Split fine information into multiple lines for violations where a portion of the fine is paid to the State, Court, or other City defined and approved third-party.

• Ability to create and manage multiple payment plans per individual and/or multiple citations in a single payment plan. Reverse and refund a full or partial citation payment.

• Note checks returned for insufficient funds and reset payment amount.

• Ability to add fees and re-enter fees previously applied due to non-sufficient funds (NSF) checks/credit card chargebacks.

• Associate NSF/chargeback fees to citation/plate/Registered Owner (RO) and have option to make payment of these fees required when another payment for the same RO or plate is made.

CMS Customer Portal

• The City desires a customer-friendly, easily updated parking web/mobile portal (customer portal) to provide access to parking citation and adjudication information.

• The customer portal shall be “private label,” designed to meet the City of Aspen’s branding and marketing standards and built in a manner consistent with the look and feel of the City’s existing website.

• All content for the customer portal including, but not limited to, text, graphics, images, and maps will be the responsibility of the Contractor to develop. City staff will review and approve all proposed data content before public release.

• The customer portal must be developed by the Contractor and allow customers the option to create an account that will supply access to all relevant Citation and adjudication request. The customer portal shall be fully integrated with the CMS.

• The customer portal will be managed by the Contractor. The City expects that the customer portal will be updated with new information as required, such as changes to parking rules or citation fees.

• The contractor must create a custom guide, specific to Aspen’s processes, on how to pay a citation, request a payment plan, or contest a citation which must be available on the customer portal.

• The Contractor shall also provide email support to customers for technical issues regarding the customer portal. Emails shall be answered within twenty-four (24) hours. Complaints made by customers regarding service received by the contractor must be logged and reported to the City weekly.

In support of the CMS, the portal shall be a comprehensive management tool for customers and shall allow users to perform, at a minimum, the following functions:

• A customer-friendly, easy-to-use web/mobile portal for customers.

• Availability across multiple platforms including MS Edge, Firefox, Safari, and Chrome.

• The customer portal experience for the user shall provide device detection and content displayed according to device type, including desktop computers, laptops, mobile devices, and tablets.

• Portal shall be designed to meet the City of Aspens branding and marketing standards.

• Support multiple languages – English and Spanish required.

• Support ADA compliance. Email forms and attached docs to be ADA compliant, per HB21-

1110 Colorado Laws For Persons With Disabilities.

• Real-time integration with CMS, including adjudication information/records.

• Account creation ties together citation, adjudication, and payment data.

• Ability for City staff to merge accounts once identified as the same individual.

• Ability to unmerge accounts as needed.

• Display guide and FAQs for citation payment, payment plans, and adjudication.

• Direct technical support phone number and email address to Contractor.

• Process payment of parking citation by credit card and debit card. City shall determine whether a convenience fee is to be charged to customers.

• Inquiry by citation number, license plate, and account number.

• Hide the customer’s name and address when an inquiry is performed. Only verified account holders shall have access to name and address information.

• View a copy of the citation, related photos, citation notes, and available actions – pay or appeal a citation (only when within City specified timeframe from issuance or notice date).

• Ability to upload supporting documentation to the adjudication of parking citations.

• The citation portal shall provide the phone number and direct email address for technical support to the Contractor which is easily accessible on the citation portal.

• Technical support calls and emails shall be answered within one (1) business day.

Complaints made by customers regarding service received by the Firm must be logged and reported to the City weekly.

System Capabilities

• Describe any existing integrations with the following current City systems:

• PayByPhone

• Arrive (ex flowbird)

• Genetec

• Smarking

• Describe the ability to integrate through an API with the City’s data warehouse that would allow the City to query for data exports in either JSON (JavaScript Object Notation) or XML (Extensible Markup Language) formats.

• Describe the process for the Contractor entry of manual citations.

Optional Services The City is interested in the following optional, preferred services. Proposers may elect to provide pricing for these services.

• Generating and mailing citation notices on behalf of the City.

• Receiving and processing citation payments.

• Provide the City with a toll-free telephone line that accepts global payments by Interactive

Voice Response (IVR) 24 hours a day, 7 days a week; must be Payment Card Industry (PCI) compliant and the payment processor must be able to produce an Attestation of Compliance certificate initially upon contact execution and annually thereafter.

• The IVR system must recognize user inputs by touch tones and speech; and include language support options to accept payments and provide information.

• The IVR system shall offer the caller the option of a live CSR (Customer Service Representative) during operating hours and the CSR option must be provided early in the phone script and not at the end.

• Operate a customized Interactive Voice Response (IVR) System in English and Spanish to accept payments and provide information. The interactive system must provide real-time information on each citation, including issue date, delinquent date, amount owed, and outstanding citations by license plat number. The IVR system shall offer the caller the option of transferring directly to a live customer service representative during normal business hours.

• Provide a customer service support center from Monday through Friday 8:30 AM to 5:00 PM MDT/MST, and subject to modification. Staff must be well-trained, professional, and courteous customer service personnel equipped to handle clerical, customer service, supervisory, and managerial tasks in compliance with the approved operations and quality assurance plan. Callers seeking a live Customer Service Representative (CSR) must not be placed on hold for longer than two (2) minutes.

• Staff and/or reroute calls in the event the connection to the computer network is disrupted.

• Provide staff to respond to telephone inquiries regarding how to contest a violation, determine outstanding penalty amounts or delinquent fees, process payment, establish payment plans, identify time frames, and any other pertinent information to contest a citation by mail or in person.

• Provide staff to respond to telephone inquiries regarding how to apply for a permit, explain permit regulations, and any other pertinent information relating to parking permits.

• Monitor and record calls for quality assurance for a term designated by the City subject to the same terms for English or Spanish speaking customers.

• Monitor the call acceptance rate, call completion rate, and longest and shortest call wait time. An incomplete telephone call is defined as a call terminated after 30 seconds have elapsed from the time an individual’s call is received in the Contractor’s system.

• Run reports on all data fields.

3.3 Citation Issuance Hardware and Software

The City may elect to replace their existing handheld equipment with Contractor-provided parking citation issuance devices that represent the current state of mobile wireless device technology and data management/analysis. The City is seeking a comprehensive integrated System. The Contractor will provide at least 13 handheld devices and 13 printers for citation issuance. The Contractor shall be required to support all software and hardware for the term of the agreement and provide warrantees options.

All proposed equipment must be inclusive of the protective infrastructure to ruggedize and protect equipment from working conditions and outdoor elements.

The following fields, at a minimum, must be captured during citation issuance by Contractor’s enforcement software:

• Fields captured during citation issuance:

• Citation Number.

• License plate.

• Where the plate is not available, field for up to 17-digit VIN and last 6 digits of VIN shall be provided.

• State.

• Ability to check real-time payment and duration of time expired up to 15 minutes, then proceed to issuance of a citation.

• Vehicle (including make, model, color, and style).

• Field Note Status: Do Not Ticket, Unmarked Police Vehicle, Special Service

Vehicle, Dangerous Registered Owner (RO).

• Violation Code and Description (including at least five most recent violations for fast search).

• Option to issue a Warning.

• Location of violation (including sublocation, which is the hundred block)/meter/pay station, including the ability to auto-populate location based on GPS coordinates.

• Issue Date.

• Issue Time.

• Officer ID.

• Comment Field to print on a citation, including pre-loaded comments.

• Notes that are hidden from the public.

• City’s fine and penalty schedules.

• Adjudication and payment instructions.

• Digital tire chalking with either photo capture or valve stem position.

• Multiple photo documentation.

• Overview screen to review and edit citations before printing.

The handheld citation issuance devices shall:

• Allow for the ability to issue multiple infractions on a single vehicle.

• Designate custom lists for vehicle style.

• Allow for multiple issuing agencies/departments (Parking Enforcement, Police

Enforcement, Engineering Department, etc.).

• Transfer of citation data, photos, and officer notes from enforcement devices to the

CMS software in real-time.

• Contractor shall provide pre-printed handheld citation stock.

• Support multiple citation number sequences and formats.

• Alert users of boot and tow eligible vehicles (scofflaws).

• Ability to issue warning with same the field definitions as for citations (Warnings shall display in “citation history”).

• Ability to mark a citation as a “drive-away” and automatically adjust fee schedule as directed by the City.

• Provide for a pre-population of vehicle fields for repeat offenders.

• Lock information in handheld software when enforcing violations in the same areas.

• View citation and warning history by license plate.

• Adjust the auto-populated location.

• Real-time tracking of officer location based on GPS coordinates.

• Integration with the City’s LPR system to share time marking with all users of handhelds and LPR.

• Ability to utilize LPR data to auto-populate vehicle information (such as license plate and make/model, color, style), location and time marked.

• Ability to integrate LPR data into enforcement digital application.

• Ability to mark a vehicle as immobilized or impounded.

• Handheld real-time mode.

• GPS tracking in real time.

• Real-time updates.

• Operating temperature range of below zero (-10) degrees to one hundred (100) degrees Fahrenheit.

• Water resistant or preferably waterproof.

• Ability to be shockproof to withstand drops up to 6 feet.

• Glare-resistant screen.

• Cellular, Wi-Fi, and Bluetooth capability.

• Dashboard and reports for:

• Performance evaluation

• Areas of investigation (hot spots) where additional enforcement may be needed

• Real-time data visualization

• Ability to review errors in citations

• Officer gap reports for citations and chalks

• Vehicles with multiple warnings

• Void reason, warning violations

• Officer citation issuance detailed and summary reports

• Finder report to custom-build date queries

• Configuration to manage user accounts

• Access to back-office settings and self-management tools (update user preferences, new vehicle types)

3.4. Merchant Processing

The City currently serves as the merchant of record for its permit processing. Credit card payments are accepted in-person and online. The City utilizes Wells Fargo Bank for merchant processing services for in-person and online credit card payments.

• The PMIS must be capable of integrating with the City’s…