C23803013_Exhibit_A,_Attachment_1_Scope_of_Work.docx

California Department of Parks and Recreation

Request for Proposal C23803013 For Law Enforcement and Emergency Services Division Parking Citation Processing Management Systems

Exhibit A, Attachment 1, Detailed Scope of Work

March 2024

RFP C23803013 TABLE OF CONTENTS

Exhibit A, Attachment 1 – Detailed, Scope of Work

1 INTRODUCTION

1.1 Description of Service and Requirements

The State of California (State) Department of Parks and Recreation (DPR or Department) seeks proposals from qualified contractors to develop, implement, transition services, operate, support, maintain, and update an integrated, modern, dynamic, managed, Department-wide Parking Citation Processing Management Systems (hereafter called the Service), consisting of five components: (1) Processing handwritten parking violations (2) payment transaction services, including on-line debit/credit cards transactions, checks and money orders (3) Data Management (4) Reports Management, including interface with other state agencies and local jurisdiction; and (5) the introduction of Handheld Ticket Writers and supporting management service. These components shall be seamlessly integrated. Contractor’s Service shall be inclusive of all software, hardware, and staff required to perform this Scope of Work (SOW). All equipment and software purchased by the Contractor for this engagement, including IT and handheld ticket writer devices systems, shall remain the property of the Contractor. It shall be the Contractor’s responsibility to maintain, and upgrade said equipment and software.

The Service shall support the management of all parking citation processing, including but not limited to payment processing for Citees, data tracking, analysis tools, inventory management, numerous reports, acting as a third agent on behalf of DPR, California Surcharges payments directly to the County office, internet on-line services for Citees and DPR, and support for statewide DPR field locations. The Service shall be able to accommodate current estimated transaction volumes and be scalable to allow for changes in parking citations volume, locations, and inventory, as well as the proliferation of new technologies and devices.

The Service shall be the transaction interface for all daily processing of parking citations, including high level of customer service for Citees and DPR staff, payment transactions either by debit/credit cards, checks or money orders, daily deposits and other transactions for data and reporting management. Contractor’s proposed Service must perform the aforementioned functions, which are described in more detail in this SOW.

The Service shall support the management of all transactions for interfacing with California Department of Motor Vehicles (CA-DMV) and the California Franchise Tax Board (CA-FTB), initially upon receipt of the parking violations either electronically or by USPS or other delivery system.

In addition to the Service, the Contractor shall perform the following support services:

1. Provide on-going payment and citations processing, including tracking of citation information in the required format and frequency.

2. Meet general technical requirements tied to availability, integrity, security, usability, flexibility, accessibility, and compatibility.

3. Perform full-service support activities and services, including maintenance and upgrades, operations support, ongoing DPR employee training, and active performance management.

1.2 Integration Requirement

The Service must be integrated across all functions and operational channels (DPR headquarters, internet, and DPR field offices). Business data generated by the Service must be updated in real- time to facilitate daily transactions and support parks management. The Service must allow for internal and external users, but not limited to, easily complete parking citation payment, contesting the citation, hearings, collections, DMV registration hold, and other informational services referenced herein.

1.3 Roles-based Permissions and User Accounts

The Service shall support the application of permissions and authorization levels through appropriate User Roles, and authorization or permissions shall be assigned by role-based permissions.

Service Roles shall be initially defined during the implementation phase, with approval of the DPR Representative. DPR shall have the ability to add, delete, or modify roles or permissions throughout the term of the Contract.

Contractor shall maintain documentation of all Roles, as well as changes to Roles and permissions, throughout term of the Contract.

1.4 Minimum Requirements

This SOW outlines the minimum functional and technical requirements for the Service. This is a service contract, and as such, functionality, reliability, and ease of use are important elements of a successful solution. DPR also seeks to obtain a service that embraces new technologies in order to lower costs as well as align state-of-the-art technology offerings with the goal of superior Customer service.

Contractor shall provide all possible assistance to DPR in resolving complaints or problems including correcting errors, malfunctions, or other improper operation of the Service.

1.5 Compliance Requirements

The Service must comply with all applicable State, Federal, and industry standards and best practices pertaining to data and communications security, and provide robust financial controls, reporting, and audit capabilities. All transactions shall be processed and recorded in accordance with Generally Accepted Accounting Principles (GAAP).

1.6 Implementation of Program Modifications

All requests for changes of work within the Contract shall be in writing between the DPR or designee and the Contractor. In the event the Contractor desires to make substantive changes in the nature of service delivery, such as changes to technology environments, facilities locations, Customer interaction, or other operational procedures which may potentially impact or change the delivery of services or place those services at risk, the Contractor shall submit such request in writing to the DPR. The DPR shall retain the right to approve, deny, or instruct modification of all such change requests per the Contract terms and Conditions in the RFP Section 3.8.1 Contract Terms and Conditions.

The timeline for performance of non-critical tasks and items within the budget may be changed by written approval by the DPR. However, the date for completion, the total Contract price and scope, as well as all other terms, may be altered only by formal amendment of the Contract.

1.7 Adherence to Time Frames

The Contractor shall comply with all time frames defined for the delivery of Parking Citation Processing Management Systems services, including as modified during the Contract Term.

Time frame requirements may change at the discretion of the DPR; in the event this does occur, these changes will be made in writing to the contractor, with a 30-day notification.

1.8 Contract Term

RFP C23803013

California Department of Parks and Recreation

The contract term is for a five-year period. This agreement may be extended for up to two (2) optional one (1) year extensions with the mutual consent of DPR and the Contractor through execution of an amendment. Should one or both of these optional extensions occur, the agreement amount may increase at a proportional one year amount and all other terms and conditions will remain in effect including the rates expressed in Exhibit B, Attachment 1 and Exhibit B, Attachment 2.

Exhibit A, Attachment 1 – Detailed Scope of Work

2 PARKING CITATION PROCESSING MANAGEMENT SYSTEMS SERVICE

2.1 Description of Service:

A. GENERAL

1. Contractor shall provide all services required for the processing of parking citations and the collection of parking citation penalties, as described under the responsibilities of a Processing Agency in CVC Section 40200 et. seq., including:

a) Receipt and accountability of citations issued by the Department of Parks and Recreation (DPR).

b) Interface with the California Department of Motor Vehicles (CA- DMV) to obtain registration information.

c) Noticing registered owners of parking citations, including the provision of a photocopy, imaging, or electronic reproduction of the parking citation.

d) Issuing of "Notices of Delinquent Parking Violation" (NDPV).

e) Following up on delinquent citations, including interface with CA- DMV to initiate and remove vehicle registration holds.

f) Cooperating with the DPR in implementing a first level "Initial Review" process per CVC 40215, including processing requests for “Initial Reviews” taken over the phone and lacking written documentation. Verbal requests made over the phone will be noted; however, citations will not be placed on an appeal hold until written communication is received.

g) Cooperating with the DPR in implementing a second level formal "Administrative Hearing" process approved by the DPR.

h) Providing civil courts, per CVC 40230, with information on cases referred to them. This is the third and final level dispute process.

i) Collection and accountability of citation and penalty fees.

2. The Contractor, and the agents and employees of Contractor, in the performance of the agreement, shall act in an independent capacity and not as officers, employees, or agents of State of California.

3. The DPR holds the right to review and approve all forms and correspondence issued to the public.

4. AUDIT: Contractor agrees that DPR, the Department of General Services, the Bureau of State Audits, or their designated representative shall have the right to review and to copy any records and supporting documentation pertaining to the performance of this Agreement. Contractor agrees to maintain such records for possible audit for a minimum of three (3) years after final payment. Contractor agrees to allow the auditor(s) access to such records during normal business hours and to allow interviews of any employees who might reasonably have information related to such records. Further, Contractor agrees to include a similar right of the State to audit records and interview staff in any subcontract related to performance of this Agreement. (Gov. Code §8546.7, Pub. Contract Code §10115 et seq., CCR Title 2, Section 1896).

5. Contractor shall treat all Citees courteously.

It is the sole responsibility of Contractor to have full knowledge of, and to comply with, all applicable laws.

B. PROCEDURES

Contractor shall:

1. Act on behalf of the State with Departments of Motor Vehicles in the United States and Canada.

2. Provide PCI-DSS 4 compliant online payment by credit/debit card and online appeal services for parking citations.

3. Provide DPR access to secure real-time website to view citations issued, adjudication and payments (credit, debit, check and money order).

4. Update online site with information for tracking purposes and reporting status for: refunds, dishonored checks, and credit/debit card chargebacks.

5. Update online site with information to reflect changes in citation disposition.

6. Provide 24/7 toll-free telephone number in California for Custom Customer service using Interactive Voice Response (IVR). This shall be used for inquiries concerning parking citations issued by the DPR as well as making payment by credit/debit card.

7. Provide a post office box which Citees may mail their penalties and correspondence.

8. PARKING CITATION PRINTING: Provide parking citation handwritten forms, including but not limited to the cost of set-up and printing, in a format approved by the DPR; refer to SOW Attachment 7.1 – CSP Parking Citation, Front and Back Samples; carbonless NCR paper 2 sheets White/Yellow - each parking citation.

Prior to printing Contractor shall provide the DPR, Law Enforcement and Emergency Services Division a PROOF of the parking citation, with the number of citations to be printed and the beginning and ending numbers. Upon LEESD approval, for the PROOF and sequential numbering, Contractor will proceed with the print order; and ship to the designated location(s).

Revisions or updates to current violations may require new parking citations to be printed, under these circumstances; the contractor will be required to print parking citations with the revised/updated violations. Upon delivery of the revised parking citations, the DPR will properly dispose of the obsolete citations. All efforts will be made to deplete the obsolete citations stock, if this action does not interfere or impede with state, federal, county, or local government codes.

The contractor shall be responsible for providing parking citations as required throughout the duration of the service agreement.

9. Provide all forms, notices, and postage for correspondence from the Contractor to the DPR and to the Citee. The Contractor shall not provide return postage to Citee for remittance of fines.

10. Input data and maintain records on a daily basis (during normal business hours) for all collected information, including but not limited to, citations, documents, recordings, transactions, records, and information. Contractor shall secure all records from unauthorized access at all times and will store back-up copies of all records at an off-site facility in such a manner as to be protected from earthquake, fire, flood or destruction. Provide electronic copies of all data in a format specified by the State to the DPR.

11. During normal business hours, upon request, provide updated information regarding the status of specific citations, current and historical business data to authorized DPR employees.

12. Upon request or termination of this agreement, return, in a form useable to the DPR, all citations, reports, analyses, audits, or other material documents or information, whether or not in final form, which have been obtained or prepared under this agreement. All such material shall be deemed the property of the State.

13. Upon request or termination of this agreement, provide DPR and/or successive vendor with all collected data in a format specified by the State, and support for translating or converting this data if needed. The deadline for submitting this information is 30 days unless additional time is requested by Contractor and agreed to by DPR.

14. Upon receipt of written complaints concerning Contractor’s performance, inform Citee of his/her right to file a copy of said complaint with the DPR, and provide appropriate address and phone number.

15. In compliance with CVC Section 40200.6(c), forward to the DPR copies of all written complaints concerning the Contractor’s performance.

16. Have (in addition to the CA-DMV registration holds), delinquent collections capability using alternative sanctioned collection remedies available.

C. CONVERSION OF EXISTING PARKING CITATIONS

Contractor shall migrate and reformat citations that are with DPR’s existing parking citation processing vendor. This will include complete open and closed citations for the past three years. Conversion shall be complete within 30 days of agreement start date unless additional time is requested by Contractor and agreed to by DPR.

D. CITATION PROCESSING

DPR shall:

1. Before citations are submitted to the Contractor, check all citations for compliance with those parts of CVC Section 40202(a) and CVC 40203 that do not require running a registration check.

2. Within five working days from the time a citation is issued, Districts have the following two options to submit to contractor:

Mail (USPS or other certified carrier) the original copy of all parking citations accompanied by a controlled document transmittal sheet. Scan the citations and email to the contractor’s Data Entry Department with a controlled document transmittal sheet. Upon receipt of the citations and transmittal sheet, the contractor shall send the district a confirmation email with the date keyed, within 48 hours.

3. Within five working days from making a decision, mail or email (refer herein – Item no. 2, above) to the Contractor notification that a citation has been voided or amended, and list same on the controlled document transmission sheet.

4. Authorize the Contractor to void any citations where there is a significant difference between information on the citation and the CA- DMV registration information (CVC 40206.5(b) including, but not limited to, the last four digits of the vehicle identification number. In such cases, the citations and the CA-DMV information shall be returned to the district of issue.

Contractor shall:

1. Enter initial citation information into Contractor’s system within 48 hours of receipt.

2. Update citations with disposition information (hearing, court, and CA-DMV holds, reductions, cancellations, and amendments) within 48 hours of receipt.

3. Reconcile the number of citations sent and received.

4. Within seven days, return, via email (if accessible at the district or park unit), to the DPR’s respective districts for correction those citations that cannot be processed.

5. Notify Citees, in writing, of any voided, amended or dismissed citations.

6. Process citations on sold, stolen, leased, or rented vehicles as per CVC Section 40209, 40210.

E. DELINQUENT NOTICES

Contractor shall:

1. Mail all delinquent notices on the 21st day from the date of the citation or from receipt of information update (CVC 40207).

2. Ensure delinquent notices contain instructions for payment and contesting citations, and all information required by the CVC, including:

a) Additional delinquent notices for leased, rented and out-of-state vehicles.

b) Additional delinquent notices for returned checks or partial payments.

c) Additional delinquent notices for vehicle ownership and address changes; name changes, license plate transfers; and the validity of plates and registration on the date of citation.

3. Ensure a minimum of three delinquent notices are mailed within 30-day intervals. If the citation is on CA-DMV registration hold that shall be indicated on the delinquent notice.

F. HEARINGS AND HEARING OFFICER SERVICES

Contractor shall:

1. Provide, in accordance with the limitations of CVC Section 40215 (c) (4), Hearing Officer services on a statewide basis.

2. Ensure that all Hearing Officers comply with the requirements of CVC Section 40215 et seq. and provide yearly certification to the DPR (Law Enforcement and Emergency Services Division) that all Hearing Officers were in compliance.

3. Provide Hearing Officers with copies of the DPR Citation Adjudication Policies/Procedures and ensure Hearing Officers use only those policies approved by the DPR.

4. Schedule and notify Citees of hearing dates.

5. At hearings, utilize a legible copy, or photocopy, of the citation.

6. Hold administrative hearings via telephone call (all calls shall be recorded) or will be contested in person at or near the DPR district office of issue, or at or near the district office nearest the Citee’s residence, per Citee’s choice. Administrative hearings contested in writing, if possible, should be held at or near the district office of issue.

7. Notify districts ten days in advance of all requests for hearing to be held in the park.

8. Notify Citees of decisions made at administrative hearings in accordance with the CVC.

9. Notify Park Operations (Law Enforcement and Emergency Services Division) of any decision by a hearing officer to clear a citation and provide a copy of the justification thereof within two weeks of the decision.

10. Maintain records of hearings and appeals DPR will provide the Contractor with:

1. Once a month, upon request, space for administrative hearings at, or near, district offices.

2. Any additional parking information unique to the DPR and its respective districts.

3. State’s policy on the acceptance and use of community service work in lieu of payment.

4. Authorization for hearing officers to communicate directly with the District and with the citing officer.

5. Additional information, when requested, on specific citations or park facilities, including photographs and maps of parking locations.

G. CASES GOING TO CIVIL COURT

1. If a Citee’s case is referred to civil court, the Contractor shall provide the file to the court.

2. If the Citee wins their case, the Contractor shall ensure the return of the Citee’s $25.00 court filing fee and bill the DPR for the court filing fee.

H. DMV INTERFACE

Contractor shall:

1. Maintain daily (online) interface with CA-DMV for retrieval of registered owner names and addresses.

2. Place CA-DMV registration holds on all vehicles for which payment is due and which meet the requirements for CA-DMV holds.

3. Place and release delinquent CA-DMV holds within 48 hours of receipt of necessary information.

4. Have the means to obtain vehicle registration information for all fifty states and the thirteen Canadian provinces.

5. Send out monthly out-of-state DMV inquiries on registration holds; for those states that allow inter-state registration holds.

As per California Vehicle Code (CVC) section 40200.5 allows DPR to contract with a fiscal agent for the processing of notices of parking violations and notices of delinquent parking violations.

I. ACCESS TO CITATION INFORMATION

Citee Access:

1. Contractor shall provide Citees with real-time access to their citation data, and the real-time capability to perform the following functions:

a) View citation specific information.

b) Pay via Visa, MasterCard, Discover and American Express

c) Print a receipt for payment processed.

d) Request an Initial Review.

e) Ability to attach supporting documentation to an Initial Review request.

f) Request an Administrative Hearing.

g) Ability to attach supporting documentation to an Administrative Hearing request.

h) System shall not accept late appeals.

All web-based elements of contractor’s access solution must be compliant with California Government Code Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d).

2. DPR Personnel Access: Contractor shall provide DPR personnel with real-time access to perform the following functions:

a) View citation specific information.

b) Reduce, dismiss, void and place citations on hold.

c) Manage the adjudication process, including the ability to enter judgments on citations.

d) Add a citation specific note.

e) Generate and print reports

f) Processing refunds, refer to Paragraph K. Item no. 10

J. TRAINING

1. In cooperation with the DPR, the Contractor shall develop and provide non- copyrighted, user-friendly, instructional materials to be revised and updated as changes occur at no cost to the DPR. DPR shall have the right to reproduce, for its own use, such materials. The DPR will issue all training materials to its employees.

K. COLLECTION OF FUNDS

1. Contractor shall collect moneys on behalf of the DPR for the performance of this contract. All payments of fines shall be payable to the “California - Department of Parks and Recreation”.

2. Contractor shall accept payment by credit/debit card (Visa, MasterCard, Discover, and American Express), check, and money order.

3. *Checks: All checks will be collected and deposited daily by the contractor into the DPR’s (state) bank account. Checks will be deposited in the DPR’s back account every business day for the prior day’s collections. Contractor shall make available online a Deposited Report which lists the number of checks deposited and the total dollar amount, along with a verification report which includes citation numbers, vehicle license numbers, issue dates, dates cleared, and amount paid by the Citee. Contractor shall have two summary reports one for California SNO-PARK permit program checks, and the other for all other checks.

*DPR: Shall provide contractor with the authorized deposit slips and stamp.

4. Credit/Debit Cards:

a. For the Funds Collected: A check will be issued by the contractor and made payable to the California - Department of Parks and Recreation for all credit /debit card funds collected in the reconciliation of parking citations. Contractor shall issue a check and deposit weekly into the DPR’s bank account every first day of the business week for the previous week’s collections. These checks will be deposited separately from all other deposits.

b. Payment Card Processing: Contractor has full responsibilities and shall be authorized per state/federal rules and regulations to process all credit/debit card payments via Authorize. Net/TSYS. Contractor shall always maintain a current Certificate of Compliance with Payment Card Industry Data Security Standards (PCI DSS) throughout the duration of this agreement.

c. DPR will allow the contractor to charge a convenience service fee for the Citee to pay by credit/debit card on-line as stipulated in Exhibit V -Credit/Debit Card Convenience Fee. Requirements for fee rate and conditions are also referenced in Exhibit B, Attachment 1, Bidders Cost Proposal, Page 4.

d. Credit/debit card transactions shall auto close by midnight daily.

e. Reconciliation: Contractor shall be responsible to reconcile the payment settlement against the record of transactions (citations processed) reports on a daily basis. Contractor will summarize any discrepancies, then email in PDF format to DPR Project Manager, or designee, by 8:30 a.m. the following day (Monday through Friday, except major holidays). The exact same Contractor’s record of transactions report shall also be provided (by 8:30 a.m.) online and available for download and must include, but not limited to, citation number, Citees name, violation code, date paid, method of payment (online or telephone), and amount paid for citation.

5. Contractor shall ensure that Citees are able to make payments 24/7 toll-free using Interactive Voice Response (IVR). IVR should be available in English and Spanish. IVR may include custom greeting, citation status, payment due, contesting instructions with final date for contesting, payment mailing instructions and credit/debit card option.

6. Contractor shall ensure payments can be processed in advance of the citation. In these cases, the information from the citation must be updated. If the payment is received prior to actual citation being entered in the parking system, the paid citation information must be updated in the parking system database by Contractor.

7. As per California Government Codes 70372(b), 76000(b) and 76000.3; and California Penal Code 1465.5 if applicable; and any subsequent taxes levied. It is the responsibility of the contractor to understand and comply with all requirements under said government and penal codes. The State of California mandates that local entities impose a parking citation surcharge on every paid parking citation:

Contractor shall identify and record all fees payable to counties, state and local entities. Contractor shall submit a detailed invoice to the DPR on a monthly basis for surcharges that are due for that period (month/year). The invoice shall list each agency/district and the counties to be paid under said agency/district. A supporting document will also be issued listing each county separately and what is due to each county for that period (monthly/year). Upon receipt of the County Surcharge Invoice and supporting documents, the DPR shall issue a check to the contractor. The contractor shall be responsible for distributing payment directly to each applicable county. Payments to the counties shall be processed by either USPS mail/electronically transferred, within 10 days upon receipt of payment by the DPR to the contractor.

Contractor shall create and maintain a detailed payment record listing each county, including but not limited to, the following subject lines:

Name of County Month and Year Name of County Office/Department Total number of Citations Payment method (check or digital transmission): Check number and date issued Digital transmission tracking number and date issued

The Payment Record report shall be available as an on-line service.

8. Dishonored Checks: When notified by the DPR that a check has been returned due to non-sufficient funds (NSF), Contractor shall do the following:

a) Reverse the payment in their tracking system.

b) Add an NSF charge to the fine amount.

c) Notify Citee by mail of the NSF’s and that an NSF charge has been added to the fine.

9. Chargeback to Credit/Debit Card: In the case of a chargeback, Contractor shall do the following:

a) Reverse the payment in their tracking system.

b) Notify Citee by mail of the chargeback.

10. Refunds owed to Citees: Contractor shall maintain a report for all refund requests to Citees. The report will be available on-line, DPR will review, approve and issue all approve refunds. The Refund Requests report will be interactive between contractor and the DPR, detailing the full history of the citation, including conversations/documentation with Citees and the approval by the DPR (authorized staff/date, etc.); and the mailing address the refund will be mailed. The DPR will enter the refund amount, date and check number and any other pertinent information needed.

L. COLLECTION SERVICES FOR DELINQUENT PARKING CITATIONS

Collections shall include various categories of outstanding citations including:

· Out of State Delinquent Citations

· Citations not on hold at CA-DMV

· Citations removed from CA-DMV Hold after 2 years

· Citations removed from CA-DMV hold due to Transfer of Ownership

The DPR shall submit and manage Franchise Tax Board (FTB)-Interagency Intercept Collection Program accounts.

The Contractor shall submit and manage all non-FTB collection services.

DPR shall compensate Contractor for non-FTB collections at the rate of 30% of revenue received. DPR shall not compensate Contractor FTB collections. DPR shall pay Contractor no more frequently than monthly upon receiving a detailed invoice indicating citation number, method of collection, and amount collected.

1. Franchise Tax Board (FTB)-Interagency Intercept Collection Program (Collections from CA Tax Refunds, CA Lottery Winnings, and CA Unclaimed Property) Contractor shall:

1. Submit eligible delinquent citations, to FTB for collections.

2. Provide DPR with a copy of each delinquent notice that had been issued.

3. Obtain social security numbers associated with citations eligible for FTB collections. Update tracking system when notified by DPR that funds have been received.

4. Generate and mail Franchise Tax Board (FTB) –Interagency Intercept Collection Program Pre-Intercept Notices.

5. Submit and manage all accounts to FTB for collections.

2. FTB Form: Contractor shall file the completed report electronically to FTB, on behalf of DPR and send a hardcopy to DPR for signature and submission, prior to annual deadline. Contractor shall maintain a reconciliation report for all activities associated in the collection of outstanding debts due to delinquent parking citations as prescribed by FTB operating standards and make this report available to DPR in real time.

Contractor shall invoice DPR for any monies due from FTB-Collections.

3. Other (non FTB) Collection Services Contractor Shall:

1. Provide all service including, but not limited to, retrieving social security numbers, generating and mailing out collection notices, handling all collection related calls through a Contractor provided toll free number, reconciling records and updating electronic tracking system.

2. Ensure all payments received are processed and deposited in accordance with the “Collection of Funds” section of this scope of work.

3. Provide the DPR Project Manager, or designee with a monthly report showing all accounts moved to the collection system and all payments received due to collection efforts.

M. PAYMENTS DUE THE CONTRACTOR

1. For payments due to Contractor, the Contractor shall submit, in arrears no more frequently than monthly, the invoices described below:

a) Processing of Citations Contractor shall be paid at the rate specified in Exhibit B, Attachment 1, Bidders Cost Proposals, Sections 1 and 2, upon approval and execution of said contract. Contractor shall submit monthly invoices to the DPR, in arrears, for the processing of parking citations. Contractor must provide an electronic backup report for each invoice submitted. Report descriptions are listed herein, Paragraph O-Reports.

b) Handheld Ticket Writers: Contractor shall be paid at the rate specified in Exhibit B, Attachment 2, Bidders Cost Proposal for the leasing/fees. Contractor shall invoice the DPR, monthly in arrears, for the device(s) deployed to selected park units.

· Invoices shall include the following information:

o month/year o park unit o model number o number of devices issued to each unit o the initial ship date.

The state shall not be responsible for payment to contractor for any devices deployed to the park units that are nonfunctional.

c) State, County and Local Entities Fees Contractor shall submit monthly invoices, in arrears, for fees due to state, county and local entities, as stipulated herein – Paragraph K, Item no. 7 and referenced in Paragraph O, Item no. 2.

d) Court Filing Fees If the Citee wins their case, Contractor shall ensure the return of the Citee’s $25.00 court filing fee, and invoice the DPR for the $25.00 court filing fee. Invoice must include Citee name, and citation number.

e) Collection Services Compensation for non-FTB collection services will be 30% of revenue received. DPR shall pay Contractor no more frequently than monthly upon receiving a detailed invoice and electronic backup report indicating citation number, method of collection, and amount collected.

N. FEES

1. The DPR reserves the right to change the citation fine amount to reflect any additional state and local penalty assessments.

2. Fees, as described in CVC 40200, for "“processing agency"” services (i.e., processing of parking citations and the collection of parking citation penalties) shall be charged on a flat fee-per-citation-processed basis. The per-citation charge shall include all costs to the Contractor, including, but not limited to out-of-state collection fees, CA-DMV fees and the initial return of court fees.

3. An increase in postage rates shall not be a reason to renegotiate this contract.

4. The Contractor shall submit one itemized invoice per month for services rendered, which will include an audit trail for each citation.

O. REPORTS

The Contractor shall provide the DPR Project Manager, or designee, with following reports. Unless otherwise noted, reports shall be available in real time online and as requested in either Microsoft Access or Excel electronic format. Refer to SOW Attachment 7.4, Units and Properties of the California State Park System, for State Parks’ organization and hierarchical structure, i.e. Districts – Sectors – Park Units:

1. DAILY REPORTS (By 8:30 a.m. Monday – Friday, except major holidays)

1. Credit/Debit Card Reconciliation Reports

· Settlement Report of Previous Day Activity (Online)

· Contractor’s record of transactions (Online) format with the following fields:

· Citation number

· Citee Name

· Violation code

· Date paid

· Method of payment (online, mail or telephone)

· Amount paid

2. *Deposited Check Summary Report listing all information as described in Paragraph K. Collections of Funds, Item no. 3.

3. Refund Requests

2. MONTHLY REPORTS

1. Citations Processed (backup to monthly invoice)

· District number

· Unit number

· Citation number

· Issue date

· Issue time

· Violation code(s)

2. County Fees (backup to monthly invoice)

· County Name

· County Code

· District number

· Unit number

· Citation number

· County/State fees, detailed

3. California SNO-PARK permit program-County fees (backup to monthly invoice)

· District number

· Unit number

· Citation number

· County code

· Amount paid

· County SNO-PARK fee

4. Revenue Report

· Citation number

· County code

· District number

· Unit number

· Amount (full citation amount)

· Less fee (processing and county fees)

· Net amount (full citation amount – less fee = net amount)

5. CA-DMV Report (Citations Paid)

· District number

· Unit number

· Citation number

· License number

· Name

· Issue date

· Amount paid

· Date paid

· County code

· Violation number(s)

6. CA-DMV (Citations Placed on CA-DMV Registration Hold)

· District number

· Unit number

· Citation number

· License number

· Issue date

· Citation (bail) amount

· CA-DMV service fee

7. CA-DMV (Date Removed from CA-DMV Registration Hold)

· District number

· Unit number

· Citation number

· License number

· Citee name

· Issue date

· Citation (bail) amount

· Date hold was removed

· Reason hold was removed

8. Reconciliation Report of Dishonored Checks

· District number

· Unit number

· Citation number

· Citee name

· Dishonored Check Number

· Dishonored Check Amount

· Date check was returned due to NSF’s

· Date Citation was re-paid

· Amount that was re-paid

9. Status of each not-previously-cleared citation

· Citation number

· Unit number

· Citation number

· Issue date

· Citee name

· Vehicle license/registration number

· County of issue

· Issuing park unit number

· Issuing district Number

· Badge number of issuing officer

· Amount collected per citation

· Violation Code

· History and current status of unpaid citations including:

· Date notice sent

· Date delinquent notice sent

· Date initial review completed

· Date CA-DMV hold initiated

· Date hearing held or scheduled

· Date referred to court

10. Collections Report (not including CA-DMV)

· District number

· Unit number

· Citation number

· Date moved to collection system

· Collection method (FTB/other collection services)

· Citee name

· License number

· Issue date

· Citation (bail) amount

· Amount paid (collected)

· Date paid

· County code

· Violation number(s)

2.2 Handheld Ticket Writers Description of Service:

All conditions, terms and requirements identified in, section 2 Parking Citation Processing Management Systems Service, within this SOW; shall be incorporated herein under Section 2.1 and hereby considered mandatory, contingent upon DPR’s decision to implement the program.

In an effort to improve efficiencies and to increase revenue generation, the DPR has an interest with the introduction of leasing Handheld Ticket Writers, including printers (built-in or portable), to issue parking citations to Citees and the other services/features available on these devices. Under the full discretion of the DPR, Handheld Ticket Writers may be launched at selected park units to assess the benefits and operational improvements, these devices may contribute.

The DPR anticipates up to 60 (sixty) Handheld Ticket Writer devices, including printers (subject to the selection of the ticket writer), for this program; this shall include sufficient additional hardware, software and other components required to support these devices, for staff use. These devices will be deployed in various locations throughout the state and will be used under a wide range of atmospheric conditions, i.e. extreme heat to freezing conditions.

All equipment and consumable supplies required to establish and maintain a fully effective operational Handheld Ticket Writer System shall be provided by the contractor, including the installation of the latest software/application. Contractor shall replace defective equipment within in a reasonable amount of time as to avoid any interruption in the issuance of parking citations to Citees. All consumables for said equipment will be the sole responsibility of the Contractor, an adequate inventory shall be provided through the duration of the program and/or service agreement, at all times.

Contractor shall be responsible for the return of all equipment and unused consumables in the event the DPR concludes the Program or upon the termination of the service agreement. The state’s representative will coordinate with the contractor for shipping arrangements and instructions.

The DPR shall be responsible for storing all equipment in a secured location and maintained under the conditions as instructed by the contractor. The state shall not assume liability for damages to equipment unless neglect or reasonably foreseen risk has been determined to be the cause of said damage.

The Contractor throughout the duration of the program and/or service agreement shall provide training. Each park unit participating in the program and thereafter if DPR executes its rights and continues with this option, shall have a designated representative and will coordinate training for staff with the contractor.

2.2.1 Equipment Specifications: Handheld Ticket Writers (with built-in-printer or enabled for a portable printer unit) shall include the following features, but not limited to:

a. Water resistant

b. User friendly operating system

c. Lightweight

d. Built-in printer and/or enabled for portable printer communications

e. Screen is easily viewable in full sun light and at night

f. Extended battery operation

g. Wireless communications and data download capability

h. Color camera/imager

i. GPS location identification and reporting capability

j. Device has separate, removable media/flash card

k. Bar code reader

Optional citation issuance device features are:

a. Voice note recording

b. In-vehicle charger

c. USB plug-in port

d. Multiple supported operating systems

e. High-resolution color touch screen

The DPR will consider electing for a Handheld Ticket Writer without a built-in printer; however, a portable printer must be included with the proposal for each Handheld Ticket Writer. This selection will only be considered, if the portable printer produces superior functionality and service performance.

Each portable printer must include the following features, but not limited to:

a. Water resistant

b. Charging station

c. Wireless communication with Handheld Ticket Writers

d. High-speed printing

e. Bar code printing

f. High Quality DPI

g. Light weight

h. User friendly

3 Record Management

3.1 Ownership of Data

Data refers to Business Data and Citee Data. Business Data is all information related to (1) the processing, history and status of a citation as well as (2) statistical reporting information (3) and information pertaining to all appeals, payments, collections, and accounting regardless of method or source of information.

Citee Data refers to all information pertaining to the Citee that is maintained under the Contract that identifies or describes an individual, including, but not limited to, his or her name, email address, social security number, physical description, address or telephone number, and financial information.

Any information created, recorded or used by the Contractor to carry out contracted services, or data which become available to the Contractor in providing the services, shall be the sole and exclusive property of the DPR. It shall not be disclosed, shared, copied, or otherwise retained without the permission of the DPR Representative

No separate storage, distribution, or sharing of this information is permitted without written authorization by the DPR Representative. Contractor shall adhere to all data security and privacy requirements and considerations as outlined below or elsewhere in this RFP. Inactive data elements related to the Citee, such as, but not limited to, his or her name, email address, social security number, physical description, address or telephone number, and financial information, shall not be retained beyond thirty-six months.

3.1.1 Data Surrender

All Business and Citee data shall be surrendered by the Contractor, in electronic format as specified by the DPR Representative, along with any supporting information required to access the data (i.e. data dictionary, software requirements, documentation, etc.) at no additional cost to the DPR within 10 business days upon receipt of a written request from the DPR Representative, as well as at Contract end or as identified in the transition-out plan.

Contractor shall provide data in any format requested by the DPR Representative.

3.2 Information Display and Reporting Capabilities

The Contractor’s Service shall store and provide all data elements from all transactions and be accessible by DPR in real time, at any time, to display or print hard-copy reports for the Contract Term.

3.2.1 Accuracy of Data

Contractor must provide and maintain reliable, accurate information within all areas of the Service. Bidder shall describe their experience and abilities validating and managing data within relevant services of similar complexity and functionality and technical architecture and describe how they will provide and maintain accurate information and duplicate profile avoidance and resolution for this Contract.

3.3 General Record Requirements

The Service shall comply with the following requirements.

3.3.1 Visibility & Integrity of Records

The Service shall provide robust, flexible, and reliable reporting capabilities at the transaction detail and summary level to fully support end-to-end auditability of all transactions in the Service.

3.3.2 Consistency and Controls

The Service shall mandate that all required information be recorded in standardized formats and records shall be maintained in a consistent manner; including but not limited to date format, capitalization, and punctuation, etc. Standard conventions shall be documented and followed.

4 REPORTING REQUIREMENTS

4.1 General Requirements

Contractor shall provide access to and reporting of Citation system information with (at minimum) the capabilities described herein. The intent of the reporting service is to provide DPR with the real-time ability to track, analyze, and display Citation system information, to allow for better service and outcome monitoring, communication flow, and decision-making.

4.2 Designated Reporting Privileges

The Service shall allow DPR to assign access levels and rights to DPR staff via role-based permissions. The levels of authorization described in roles-based permissions shall reflect the organizational levels of the DPR as designated by the DPR Representative.

The Service shall allow the DPR ISO to restrict or broaden employee access to certain data and reports.

The DPR Representative shall work with the Contractor during implementation to develop a list of DPR staff and their designated authorizations after Contract award. Throughout the Contract Term, the DPR Representative will assign authorizations in the Service or notify the Contractor of any changes in staff authorization.

5 SUPPORT SERVICES

5.1 General Requirements

The Contractor shall provide robust support services capable of quickly and effectively handling all Service-related inquiries from all DPR staff, whether originating from headquarters or in the field. The Contractor’s support services shall work to minimize Service interruption, whether via phone or web-based support, employee training, or ongoing preventative activities. Contractor’s support services shall include remote and/or automated methods for services as specified herein.

5.2 Software and Hardware Maintenance and Operations – Handheld Ticket Writers – Introductory Program

5.2.1 System Maintenance Plan

Bidders shall provide a Record System Maintenance Plan that includes a detailed description of how the system and equipment is maintained, upgraded and replaced. This plan must address the Contractor’s approach for implementing fixes, upgrades post-implementation, and equipment refresh commitments. This plan must also address backup and recovery procedures for any electronic records used by the system.

5.2.2 Maintenance Requirements

The Contractor shall be fully responsible for all system maintenance and repair. Unless mutually agreed upon by both parties, DPR staff shall not perform maintenance or attempt repairs on any Contractor-provided equipment. Contractor shall service, maintain, replace, and upgrade all devices provided for the Citation management solution.

Field devices shall be kept in proper condition in accordance with the manufacturer’s technical specifications and best practices regarding information security.

In the event of devices failure, Contractor shall replace or repair the field terminal devices at Contractor’s expense, as necessary, to ensure performance under this Contract.

5.2.3 Modifications and Upgrades

Before planned system modifications or upgrades can occur, Contractor shall provide DPR with a detailed description of changes proposed. This must include the administrative and technical processes that will be carried out by Contractor to identify, assess, estimate, approve, develop, test, and successfully manage the deployment of the modifications. These plans and procedures require DPR approval before being acted upon.

The Contractor shall provide the appropriate technical resources to modify or enhance the Service to ensure that it continues to support DPR requirements.