DCR 991_Digital Parking Payment and Enforcement Services_RFR.docx

THE COMMONWEALTH OF MASSACHUSETTS

Executive Office of Energy & Environmental Affairs Department of Conservation & Recreation 10 Park Plaza, Suite 6620 Boston, MA 02116

Request for Response (RFR)

Document Title: Digital Parking Payment & Enforcement Services

COMMBUYS Bid Number: BD-26-1020-DCRCU-DC250-126631

Agency Document Number: DCR 991

March 30, 2026

Please Note: This is a single document associated with a complete Bid (also referred to as Solicitation) that may be found on COMMBUYS (www.COMMBUYS.com). Bidders are responsible for reviewing and adhering to all information, forms, and requirements for the entire Bid, which are incorporated into the Bid. Bidders also may contact the OSD Help Desk at OSDHelpDesk@mass.gov or by phone at 1-888-MA-STATE (627-8283). The OSD Help Desk is staffed from 8:00 p.m. to 5:00 p.m. Monday through Friday, Eastern Time, except during federal, state, and Suffolk county holidays.

Table of Contents Page iv Document Sensitivity Level: High during development; Low once published.

RFR Introduction and General Description Procurement Scope and Description The Commonwealth of Massachusetts Department of Conservation and Recreation (hereinafter "The Agency") is soliciting Bidders for a fully developed, hosted, and maintained digital parking payment solution, as detailed further in the Statement of Work. The system will enable patrons to purchase parking passes for the Agency's paid parking locations statewide via mobile app, online portal, or other convenient methods. This solution aims to deliver enhanced parking experience, alleviate entrance bottlenecks, improve revenue collection efficiency, and integrate seamlessly with the Agency’s existing parking management systems. At minimum, it must support digital payments with real time revenue reporting.

Additional objectives include:

· Supports the Agency’s various parking passes (Annual, Daily, Senior, Library, and Youth Group Bus Passes)

· Supports flexible rate structures by facility and residency

Background information

Organization overview:

DCR’s mission is “to protect, promote, and enhance our commonwealth of natural, cultural and recreational resources.” DCR stewards more than 450,000 acres of parkland and forest in the Commonwealth of Massachusetts and is the 9th largest park system in the United States. For information about DCR, please visit www.mass.gov/dcr.

Revenue Collection Overview:

Massachusetts Department of Conservation and Recreation parking system consists of forty-eight (48) fee collecting facilities statewide. The majority of the Agency’s facilities operate seasonally from April to October, with 5 year-round sites. See Fee Collection Schedule for operating details.

Current Fee Collection Process:

The Agency offers six categories of parking passes: Annual, Daily, Hourly*, Senior, Youth Groups, and Library.

*Hourly parking sites are outside the scope of this RFR.

1. Annual Parking Passes are available for purchase on Yodel Portal. Passes purchased on Yodel Portal are automatically available in the Yodel wallet and are also sent via email, allowing users to print and display on their dashboard. Annual passes are valid from January 1st to December 31st and are currently available for $60.00. Passes are linked to a patron’s license plate number.

2. Daily Parking Passes can be purchased using pay and display kiosks at facilities or using Yodel Portal. Fees vary by facility and range from $3.00 to $40.00 per visit depending on residency status. Pay and display kiosks issue physical passes which are displayed on patrons’ dashboards. Passes are linked to a patron’s license plate number when purchased on Yodel Portal. Similar to annual passes, daily passes purchased on Yodel Portal are automatically available in the Yodel wallet.

3. Senior Parking Passes (hangtags) are open to Massachusetts residents aged 62 or older and are valid for the life of the purchaser. To purchase a pass, a patron can mail a $10.00 check along with proof of age and residency to the Agency’s Boston office, or they can purchase a pass on Yodel Portal. Upon receipt of all required documents, the Agency’s staff reviews and mails hangtags. Processing time may range from one week to 7 weeks depending on application volume (off-season requests are processed quicker). Once approved, patrons will receive a physical hangtag by mail to display on their vehicle dashboard. At present, hangtags are not linked to a patron’s license plate, though this process may be subject to change in the future.

4. Youth Group Passes are sold directly at facilities in quantities of 1 or 10. Payments are made by check.

5. Library Passes are Annual Parking Passes in the form of a hangtag. Each library receives two (2) complimentary passes upon request with the option of purchasing additional passes for the standard rate. Payments are made by check.

Parking fees are waived for vehicles with one of the following:

a) Handicapped accessible license plate or placard

b) Purple heart recipient license plate

c) Disabled veteran license plate

d) Library Park Pass

Estimated 2024 and 2025 Digital Transactions:

Applicable Procurement Law This Bid is issued under the following law(s): MGL c. 7, § 22; c. 30, § 51, § 52; and 801 CMR 21.00 (Goods and Services) Number of awards The target maximum number of Contractors is one. This is a target number; the Strategic Sourcing Services Team (SSST) may award more or fewer Contracts if it is in the best interests of the Commonwealth to do so.

Adding Contractors after initial Contract award If, over the life of the Contract, the SSST determines that additional Contractors should be added, these may first be drawn from qualified companies that responded to this Bid but were not awarded contracts. If necessary to meet the requirements of the Commonwealth, the Bid may be reopened to obtain additional Quotes.

Eligible Entities Limited User Contract – Restricted to Use by Defined Entities Only. Any contract resulting from this Bid will be open for use by the Issuing Entity Only Acquisition Method(s) The acquisition method is Fee for Service.

The Agency is open to a fee structure based either on a per-transaction model or fixed fee.

Performance and Payment Timeframes Which Continue Beyond Duration of the Contract.

All term leases, rentals, maintenance, or other agreements for services entered into during the duration of this contract and whose performance and payment timeframes extend beyond the duration of this contract shall remain in effect for performance and payment purposes no longer than 6 months after final contract end date. No new leases, rentals, maintenance, or other agreements for services may be executed after the contract has expired. Any contract termination or suspension pursuant to this section shall not automatically terminate any leases, rentals, maintenance, or other agreements for services already in place unless the department also terminates said leases, rentals, maintenance, or other agreements for service, which were executed pursuant to the main contract.

Contract Duration The expected duration of this contract is as follows:

Initial Duration

3 years

Total Maximum Contract Duration

5 years

No goods may be ordered and no new leases, rentals, maintenance, or other agreements for services may be executed after the Contract has expired.

Estimated Procurement Calendar

Times are Eastern Standard/Daylight Savings (US), as displayed on the COMMBUYS system clock displayed to Bidders after logging in. If there is a conflict between the dates in this Procurement Calendar and dates in the Bid’s Header, the dates in the Bid’s Header on COMMBUYS shall prevail. Bidders are responsible for checking the Bid record, including Bid Q&A, on COMMBUYS for Procurement Calendar updates.

Written questions via the Bid Q&A on COMMBUYS The “Bid Q&A” provides the opportunity for Bidders to ask written questions and receive written answers from the SSST regarding this Bid. Bidders’ questions must be submitted through the Bid Q&A found on COMMBUYS (see below for instructions) and prior to the Deadline for Submission of Questions stated in the Estimated Procurement Calendar. The issuing department reserves the right not to respond to questions submitted after this date. It is the Bidder’s responsibility to verify receipt of questions.

Please note that questions submitted to the SSST using any other medium (including those that are sent by mail, fax, email, or voicemail, etc.) will not be answered. To reduce the number of redundant or duplicate questions, Bidders are asked to review all questions previously submitted to determine whether the Bidder’s question has already been posted.

Bidders are responsible for entering content suitable for public viewing since all questions are accessible to the public. Bidders must not include information that could be considered personal, security sensitive, inflammatory, incorrect, collusory, or otherwise objectionable, including information about the Bidder’s company or other companies. The SSST reserves the right to edit or delete submitted questions that raise any of these issues or that are not in the best interest of the Commonwealth or this Bid.

All answers are final when posted. Any subsequent revisions to previously provided answers will be dated.

It is the responsibility of the prospective Bidder and awarded Contractor to maintain an active registration in COMMBUYS and to keep current the email address of the Bidder’s contact person and prospective contract manager, if awarded a contract, and to monitor that email inbox for communications from the Purchasing Department, including requests for clarification. The Purchasing Department and the Commonwealth assume no responsibility if a prospective Bidder’s/awarded Contractor’s designated email address is not current, or if technical problems, including those with the prospective Bidder’s/awarded Contractor’s computer, network, or internet service provider (ISP), cause email communications sent to/from the prospective Bidder/Awarded contractor and the Purchasing Department to be lost or rejected by any means, including email or spam filtering.

Locating Bid Q&A Log into COMMBUYS, locate the Bid, acknowledge receipt of the Bid, and scroll down to the bottom of the Bid Header page. The “Bid Q&A” button allows Bidders access to the Bid Q&A page.

Amendment Deadline The SSST reserves the right to make amendments to the Bid after initial publication. It is each Bidder’s responsibility to check COMMBUYS for amendments, addenda, or modifications to this Bid, and any Bid Q&A records related to this Bid. The SSST and the Commonwealth accepts no responsibility and will provide no accommodation to Bidders who submit a Quote based on an out-of-date Bid or on information received from a source other than COMMBUYS.

Oral Presentations/Product Demonstrations Selected Bidders who are asked to participate in Oral Presentations / Product Demonstrations will be expected to prioritize this in their schedules. The SSST will make every effort to find a mutually convenient time for the Bidder and the SSST. However, failure to appear at the scheduled time of the presentation/demonstration may result in disqualification, reduction of points, or other action that the SSST deems appropriate.

Oral Presentations, if conducted will serve as part of the evaluation process and may be used to clarify proposal content and evaluate overall fit. Participation in an oral presentation does not guarantee contract award.

Site Inspection Site Inspections are not required prior to submitting a proposal; however, vendors are encouraged to conduct site visits at any fee-based park to gain an understanding of parking operations; however, Vendors are prohibited from speaking to and/or interviewing on-site personnel.

Specifications Additional required terms appear in the Appendices to this RFR.

Bidder Qualifications Company experience The Agency aims to partner with a vendor that has extensive experience with the delivery and deployment of digital payment solutions within the parking and recreational sectors. At a minimum, vendors shall have 5 years’ experience providing digital payment services to organizations similar in size to the Agency. Vendors shall have similar years of experience developing strategies to maximize revenue for public entities.

Vendors shall submit details on business background, years in operation, organizational chart, resumes of key personnel; and total volume of transactions processed for each of the calendar years: 2024 & 2025.

Financial stability including bankruptcy, litigation, and contract defaults Vendor must identify any past, pending, or threatened litigation or administrative proceedings, such as state ethics or professional board proceedings, to which the Vendor or any staff member who will be engaged in this project for the Agency is or may be a party, and which would either materially impair the ability of the Vendor or staff member to perform the services described herein or materially affect the financial condition of the staff member or the Vendor.

· Last bankruptcy and/or current/pending litigation.

· Contract defaults.

References and reference information and/or requirements Vendors shall provide references for at least three (3) contracts similar in scope. Vendors to include:

· Largest customer in the recreation sector

· Largest state government client Employee requirements Vendors must identify the specific individuals who will be assigned to perform the work under the Contract, as well as specify who will serve as the Project Manager and point of contact. The Project Manager is the person assigned exclusive and primary responsibility for working with Commonwealth representatives to ensure the successful and timely implementation of the Contract. Vendors must provide and otherwise demonstrate assurance that the Project Manager is authorized to commit the Vendor’s resources towards full performance of the services covered under this RFR.

The Vendor must include the Project Manager’s resume, along with other key personnel and specify level of effort under the Contract. The Vendor must also certify that all key personnel named in the response shall actually work on the Contract in the manner and at the level of effort described in the response.

No changes, substitution, additions, or deletions shall be made unless approved in advance by the Agency; such approval shall not be unreasonably withheld. In addition, these individuals must continue for the duration of the Contract, except in the event of resignation or mutually agreed upon with the Agency. Any such replacement of key personnel must be with personnel of equal or greater ability and qualifications, as agreed to by the Agency.

Vendors must provide a detailed staffing plan for key personnel that includes the following information:

· Management personnel who will be involved in developing, operating, or managing any part of the Program—names and titles of key personnel along with a comprehensive description of their roles, responsibilities, qualifications, and work experience,

· The time commitment each key person will allocate to the project of substantially equivalent commodities and services submitted in response to such reference.

Warranties and guarantees The Contractor shall warrant that all digital payment solutions, software, hardware (if applicable), and related services provided under any contract resulting from this RFR. The system shall:

· Conform to all specifications, requirements, and representations made in the Contractor’s proposal and in the resulting contract.

· Be free from material defects in design, workmanship, and materials.

· Operate in a reliable, secure, and continuous manner consistent with industry’s best practices and applicable laws and regulations.

Upgrades & upgradeability All upgrades shall be provided free of charge for the life of the contract. Vendor shall notify the Agency 30 days prior to major updates. The digital payment solution will remain fully supported, including provision of security patches, bug fixes, and necessary updates to maintain compatibility for web-enabled devices, including desktop, mobile, and tablet platforms and payment networks.

Service Specifications The digital payment solution shall have a high level of reliability, usability, and security. The solution should also demonstrate a strong focus on continuous improvement in both product and customer support.

The system shall allow customers to:

· Pay parking fees by various methods, including but not limited to, secure native mobile application/platform or desktop browser.

· Optional: IVR system, pay by text, QR Code, or tap to pay.

· Use multiple payment options (credit/debit cards, Apple Pay, Google Pay)

· Review pricing prior to purchase – displayed upfront pricing based on location and residency status.

· Receive passes instantly – email and/or by digital wallet.

· Create an account or bypass account registration to pay parking fees for one-time visitors.

· Manage account profile – patrons must be able to update account details without the assistance of customer support or the Agency’s staff.

· Access parking and payment history

· Store multiple vehicle license plates under one account

· Accept donations

· Optional: Reserve parking session in advance

*The Agency does not currently offer reserve parking; however, this may charge in the future. The reserve-ahead option must be fully configurable, and the Agency will determine how many days in advance parking is available for purchase and how many spaces can be reserved.

The Agency is committed to ensuring the accessibility of all systems for patrons with disabilities. Therefore, all proposed solutions must comply with applicable Americans with Disabilities Act “ADA” standards and with the Commonwealth’s Digital Accessibility requirements.

Technical / Customer Support The Agency requires a highly professional technical service support response. Vendor shall provide a live customer support team available during operating hours. The support team will field all technical questions or concerns relating to the payment system via multiple channels, including but not limited to, chatbot, toll-free number, and email support. Vendor will also provide a reliable client support system during the Agency’s business hours and will provide after-hours emergency support.

Emergency response plans/preparedness The Vendor shall have a Business Continuity Plan (BCP) and/or Disaster Recovery Plan (DRP) sufficient to ensure 24/7 availability of the solution and to prevent unintended destruction or loss of Customer Data or loss of payment processing ability, which will be In the event of system failure, the Vendor will restore the software solution, with no loss of Customer Data and transactions prior to the failure, or as detailed in a mutually agreed disaster recovery plan. Vendors must maintain a detailed disaster recovery plan and must describe how the plan is implemented, reviewed and tested.

The system shall provide offline transaction capabilities to ensure continued operations during period of network interruption or connectivity lose, with automatic synchronization once service is restored.

Requirements:

· Provide a written Continuity of Operations Plan (COOP) that describes how the company will continue to do business in case of an emergency.

· Review and test the continuity plan at least once annually

· Any update to the BCP or DRP are submitted to the Agency when changes are made.

· Back up Customer Data no less than twice daily in an off-site, hardened facility located within the continental United States.

· Indicate whether the proposed system provides offline functionality to allow transactions to be processed during periods of connectivity loss. Describe how transactions are stored, secured, and synchronized once connectivity is restored.

Design requirements The Vendor shall provide a digital payment solution featuring an intuitive user interface for fast and frictionless transactions. The solution shall integrate seamlessly with the Agency’s existing systems and must have an easy-to-use back-office system. Key features include – at a minimum:

· Compatible with Android, iOS devices, and various desktop operating systems

· Responsive browser design

· Multiple language options for the agency’s diverse patrons

· Multiple payment options, including Discover, Mastercard, and Visa. DCR does not accept American Express

· Allow users to review payment before submission

· Support different hours of operation, rate codes and time restrictions as defined by DCR staff

· Integrate with existing parking management systems

· Offer a comprehensive financial backend reporting tool

· Allow the Agency to issue and track refunds easily via the Vendors software

· Support purchases of Annual, Bus, Senior, Library, and Youth Group Bus passes

· Issuance of and purchase of library passes based on various loan policies

· Adhere to ADA compliance requirements

· Support offline mode

Reporting:

Vendor shall supply the Agency with an advanced back-office parking analytics tool that enables the agency to view and analyze data at the individual transaction level and to monitor transactions in real time. The reporting tool shall be accessible to authorized personnel from any web-enabled device. Reporting requirements include, at a minimum:

· User friendly financial, technical, and administrative tools.

· Review Parking Data

· Number of transactions, organized by rate structure, facility, date, etc.

· Total parking revenue

· Demand statistics and utilization rate

· Historical data

· Vehicle counts

· Customer transactions report

· Report should include date, time, form of payment, and vehicle license plate, phone number, and email address

· Repeat customer data

· Ability to filter data based on location, day, transaction amount, etc.

· Ability to export reports to multiple file formats: excel, pdf, csv, etc.

· Ad-hoc reporting

· Adjustments, refunds, and void tracking

· Audit Trail

Administrative Permissions Hierarchy The vendor shall provide customizable administrative permissions for system and reporting functions. Access levels must be configurable at the individual user level, including location-specific restrictions within each user profile. The system shall support assigning multiple locations per user.

At a minimum, permission levels shall include:

· Park Operations (Frontline staff)

· Ranger/Enforcement Staff

· Administrative – Financial Data

· Administrative – Business Operations (includes customer data reports)

· Full Administrative

Marketing:

The Agency aims to drive widespread adoption of the digital payment solution to enhance the parking experience for patrons at parks and facilities. The selected vendor shall develop and submit a comprehensive marketing plan focused on community engagement.

The marketing plan must include:

· Custom signage*

· Decals and stickers (kiosks)

· Flyers and brochures for distribution

· Digital promotions (e.g., social media templates, email campaigns)

· Launch strategies to build early awareness

This plan should outline timelines, budget estimates, and measurable goals for adoption rates. Vendor support will ensure seamless rollout and sustained usage.

*Signage cost, if applicable, shall be clearly outlined in the cost proposal.

Credit and Debit Card Fees:

To gain an understanding of the credit card fees associated with the proposed solution, vendors shall list any and all fees related to credit and debit card transactions. Vendors shall clearly identify merchant processing rates; and shall note whether rates are based on a fix or variable cost structure.

Please provide an example using the table below of costs associated with a daily parking pass transaction of ($8.00) and an annual pass ($60.00) based on the following:

a. Vendor provides credit card processing and gateway services

b. Agency serves as Merchant of Record using agency’s credit processor & vendor serves as gateway provider.

c. Total fees paid by patrons (itemized to include booking fees, if applicable)

(+) Customer booking fee

Total parking fee paid by customer

Credit card processing fee

$0.00

$0.00

Gateway fees

$0.00

$0.00

Misc. fees

$0.00

$0.00

Revenue received by DCR

Revenue received by Vendor

Innovation:

The proposed solution will continue to evolve in response to changes in the market and emerging business needs of the Agency. Vendors must describe how they have developed successful innovation strategies that allow for continuous product development. Additionally, Vendors shall submit a strategic roadmap for the proposed solution offered, along with an explanation of how future milestones may be relevant to strategic goals at the Agency. Finally, Vendors shall describe how they will work with the Agency to maximize the value of the proposed solution and their processes for identifying and deploying new services and functionality.

Enforcement The vendor must provide a dedicated, fully integrated enforcement solution that enables authorized staff to verify the validity of all parking passes purchased through the vendor’s platform in real time. The enforcement component must support fast, accurate, and consistent license plate scans, clearly indicating whether each plate is associated with a valid parking pass. At a minimum, the scan output must display pass validity, purchase date and time, and pass type. Additionally, the enforcement solution must be capable of integrating with the Agency’s existing License Plate Recognition (LPR) systems, if deemed necessary, to support automated plate reads. Please note that the Agency will not purchase additional hardware for enforcement purposes.

Installation/Implementation The selected vendor shall provide a detailed implementation plan with minimal disruption to the Agency’s operations.

Implementation Components

· Comprehensive project timeline with milestones, testing phases, and go-live dates

· Data migration from existing systems with 100% accuracy

· Staff training sessions (virtual and on-site) prior to launch

· Rollback procedures and contingency plans for seamless fallback if needed

The vendor shall assign a dedicated project manager to oversee all implementation activities and provide weekly progress reports to the Agency designated personnel.

Training & training materials Vendor shall provide training for the Agency’s staff via in person and/or web-based sessions. Number of sessions will be based on the Agency’s needs. The vendor is required to provide additional training as needed resulting from software changes and updates. Vendor is also required to notify the Agency of system updates within a reasonable time frame as defined by the Agency.

The Agency requires the following:

· Initial implementation training courses for Rangers, Park Operations, Finance, Business Operations, and any additional staff following contract award.

· Annual training for year-round and seasonal staff.

· One-on-one training as requested.

The vendor will provide the Agency with electronic copies of system manuals upon request.

Maintenance agreements and eligibility requirements The selected vendor shall provide ongoing technical support, system updates, and preventive maintenance throughout the contract term to ensure long-term reliability of the digital payment solution.

The maintenance agreement must cover:

· 24/7 technical support with response times under 30 minutes for critical issues

· Regular software updates, patches, and security enhancements

· Annual system audits and performance optimization

· Uptime guarantees of at least 99.9% with service credits for downtime

Service Level Agreements (SLAs)

Software (include digital payment system and administrative system access) shall not be inoperable for more than one (1) hour on any given day due to system failure.

Requirements:

· All components of the solution are available 24 hours a day, 365 days a year.

· The solution is operational and available nearly 100% (99.9% up time) of the time with minimal downtime.

· Routine maintenance and updates must be scheduled during non-operational hours, 12:00am – 5:00am Eastern Standard Time.

· Automatic failover process to ensure there is no loss of data or workflow in the event of a primary system failure.

Vendor Response:

· Provide response time guarantee.

· Describe in detail: up time guarantee, including redundancy in facilities and services, geographic separation of physical facilities, and other approaches.

· Describe maintenance and update process specifying any required downtime for routine maintenance and upgrade, and planned hours in Eastern Standard Time.

· Describe all tools used to monitor solution availability as well as ways that incident tracking, notifications, and resolutions are managed.

Geographic service and delivery areas Service areas to include the Agency’s paid parking facilities statewide. The system should support offline mode in areas with poor cellular connectivity, with automatic data sync when internet returns. Refer to Fee Collection Schedule for list of sites and service areas.

Disposal services, data erasure, ability to be recycled and end of life requirements Vendor to provide summary of disposal service to be provided at termination or end of contract.

· Data transfer

· Data erasure

· e-Recycling and/or other hardware end of life requirements including DCR purchase potential of any loaned hardware.

Statement of Work (SOW) requirements

DCR reserves the right to negotiate a final scope of work based on the tasks outlined below.

The Agency aims to provide a first-class visitor experience by offering a safe and convenient method of purchasing various parking passes. The Agency continuously seeks to enhance its fee collection system for paid parking facilities statewide that will help to reduce congestion at park entrances during peak hours and reduce payment processing time.

Digital Payment: The vendor shall provide a reliable digital payment system. The system will allow users to purchase parking passes directly from any web-enabled device. Users will have the option to pay through various methods, including a native application or web-based browser. Interactive voice response system, QR Code or text to pay features are recommended but not required. Vendors shall propose an alternative solution for customers without access to a personal smart-phone device to purchase parking passes.

Key features

· Intuitive user interface

· Compatible with iOS, Android, and various desktop operating systems

· Quick, hassle-free account setup

· Real-time payment

· Real-time notifications

· Allow users to store multiple vehicle plate numbers and credit cards under one account

· Accepts Discover, Visa, and MasterCard (Debit, Credit and Prepaid cards)

· Multiple language support

· Responsive Design

· System alerts and notifications

· Highly customizable to align with the Agency’s requirements

Hardware: The Agency will provide tablets and smartphones for field staff at fee collecting locations as necessary to assist with on-site administration. The vendor may propose hardware to allow for operational efficiency on a site-by-site basis.

Annual Parking Passes: The system must enable seamless purchasing of Annual Parking Passes through intuitive, customer-friendly channels such as a mobile app, online website/portal, or other innovative methods. Annual passes will be linked to a patron’s license plate number and priced based on residency status. Upon purchase, all patrons will immediately receive an email confirmation with a PDF version of the pass. Digital passes will automatically store in the vendor’s proprietary digital wallet for convenient access and management. The system must prioritize ease of use to encourage adoption. The Agency is open to alternative delivery methods that can enhance patrons’ experience.

Daily Parking Passes: The solution shall enable patrons to purchase daily parking passes onsite using any web-enabled device. The system shall allow various rate structures based on facility and residency status. Daily passes shall allow immediate activation upon purchase, with digital delivery and email confirmation.

Senior Parking Passes: The solution shall enable patrons to purchase one Senior Parking Pass by uploading required documentation. Upon review and approval, patrons may proceed with payment.

The Agency’s staff shall be able to easily process patrons’ requests manually, or the system may automatically approve requests based on parameters defined by the Agency. The system shall approve, deny, or request additional/missing information from patron as needed. Patrons shall receive email notification confirming their application status (submission received, approved, denied, request to resubmit information). Upon successful purchase, patron will receive an email confirmation.

The agency intends to fully digitalize the process to rely less on hangtags. All digital passes will be linked to a patron’s license plate. Patrons will be able to update license plate numbers (frequency to be determined by the Agency).

Library Passes: The Agency currently issue libraries two free annual passes upon request, with additional passes available for purchase at the standard rate. The Vendor's digital solution shall enable the Agency to issue passes to libraries virtually and to allow libraries to issue virtual passes to their patrons.

Passes issued to library patrons must be valid for a predetermined time frame aligned with each library's specific loan policy. Upon expiration or lapse of the time period, passes shall automatically return to the library's inventory for reissuance to different patrons.

The system shall enforce strict guardrails to prevent over-issuance, ensuring libraries cannot exceed their allotted pass quantities. The vendor must implement appropriate controls to maintain compliance and accurate tracking.

The final Library Pass solution shall be developed in close collaboration with Agency staff to meet specific program needs. The Vendor may proposal alternative solutions.

Youth Group Bus Passes: The Agency offers Youth Group Bus Passes for sale individually (1 pass) or in books of 10. These are currently sold at facilities, with youth groups notifying staff of their visit dates and display passes on vehicle dashboards upon arrival.

The digital solution shall enable youth groups to assign license plate numbers to individual tickets or books of 10, accommodating varying vehicles since groups often use different vehicles each visit. Groups must be able to easily update plate numbers as needed. Groups shall select specific visitation dates through the system, triggering staff notifications (via email) to reserve appropriate parking spaces. Groups may cancel visits if necessary, ensuring efficient space allocation. Notifications are critical for operational planning.

The final Youth Bus Pass solution shall be developed in close collaboration with Agency staff to meet specific program needs. The Vendor may proposal alternative solutions.

Enforcement: The Agency requires an enforcement tool fully integrated with the digital payment solution to validate passes sold through the system, enabling the enforcement team consisting of Park Rangers and occasionally state police to efficiently identify violators. The enforcement tool shall operate seamlessly across multiple operating systems (if mobile; iOS and Android devices). The enforcement tool should support online and offline mode for real-time license plate scanning and should include details such as timestamps, plate number, pass type, and date purchased.

Integration: The vendor shall ensure seamless integration with the Agency’s existing parking management systems, including payment processers, parking vendors, LPR systems, etc. The solution must support integration without requiring replacement of existing parking infrastructure.

Donations: The Vendor shall receive and process donations on behalf of the Agency through the provided platform. Donations must be securely collected, clearly tracked, and deposited into the Agency’s designated bank account and clearly identified via the Vendor’s financial reporting portal. The financial reporting portal shall provide real-time information on donation volumes, amounts, and donor information. Donations shall not be subject to additional transaction fees.

Patrons shall be able to make standalone donations without purchasing a parking pass.

Reporting: Reporting is integral to the overall success of the mobile payment system. Vendor shall provide a comprehensive reporting tool at no additional cost that will allow the agency access to real-time and historical data in a user-friendly interface. Minimum reporting requirements include:

· Daily, monthly and annual revenue segmented by location

· Transaction details

· Inventory utilization

· Exception reports – failed transactions, etc.

· Audit Trail

Adjustments, refunds and voids should be processed through the back-end financial reporting tool and shall enable the Agency to easily track such instances. The vendor will provide assistance in the event the Agency is unable to the perform functions previously mentioned.

Training: The vendor will conduct separate training sessions prior to system launch for administrative and operational staff. Number of training sessions will be based on the Agency’s needs. Vendor will provide training materials for future references and will allow the Agency the right to reproduce materials as needed. The Vendor shall ensure that their Customer Support team is fully trained to provide timely, professional, and knowledgeable service.

Customer Support: The Agency requires a highly professional customer support team during operating hours. Vendor will field all technical questions or concerns from visitors relating to the payment system via a toll-free number, support email, and/or Chatbot. Vendor will provide a guaranteed response time for requests and an alternative solution should the primary support system become unavailable.

Client Support: A project manager will be assigned to the Agency’s account to oversee the implementation and provide ongoing support. The vendor shall provide an alternative point of contact when project manager is not available. DCR shall have access to a dedicated client support line.

Use of Customer Data: Vendor shall not engage in unsolicited communications with customers and are prohibited from selling customer data. All Data and rights of data generated from the Vendor’s system shall be the sole ownership of DCR. The Vendor shall provide DCR with data in an .XLSX, XML or CSV file format when request and/or upon contract termination.

Maintenance: The vendor will be responsible for all maintenance and repair, security patches and upgrades to the system. The agency requires written notice at least 24-hours in advance of critical system upgrades. The agency requires an uptime of 100%.

Online Reservations: DCR does not currently offer reserve parking, but should the Agency elect to implement a reserve parking system in the future, the vendor shall (1) offer an intuitive reservation system that allow patrons to reserve parking spaces in advance or (2) integrate with the agency’s chosen reservation vendor.

Marketing/Signage: Marketing is vital to raise awareness to the digital payment solution. The vendor shall create a marketing plan outlining community engagement. All marketing materials, including signage, decals, flyers, etc. must be approved by agency.

Implementation Schedule: Bidder shall provide a schedule for implementation and training. Schedule must include an estimated time frame for completion in days, weeks, or months as applicable. Schedule shall also include the following processes at a minimum; bidders are welcome to include additional processes if desired.

• Software design & creation

• Hardware acquisition (if required)

• On-site installation (if required)

• Custom report creation

• Marketing and signage design

• Training – Primary users (rangers, gate staff, park operations)

• Training – Administrative users (finance, business operations,)

Implementation plan should include the following phases:

Set-up Phase: Vendor will analyze the Agency’s operation to gain an understanding of processes

· System Development; location naming standards, rate structures, etc.

Testing Phase: Vendor to conduct necessary system testing; identify and correct possible issues Training Phase: Vendor to provide training for administrative and operational staff prior to launch.

will analyze the agency’s operations. Agency to provide details of each location- space counts, peak season, etc.

Payment: All parking revenue collected shall be deposited in the Agency’s bank account daily following the industry standards of same day or next day processing. Vendor shall provide the Agency with the means to reconcile transactions for accuracy. Transaction must reflect what is shown on the vendor’s financial dashboard.

Invoicing: At the beginning of each month, vendor shall submit an invoice detailing the cost (whether fixed or per transaction) associated with all valid transactions from the prior month. Vendor shall provide invoices via email and make them accessible through a web portal or upon request, along with invoicing history. Payments from the Commonwealth are made on a net 45-day basis. Invoices based on fixed or transaction-based fees shall itemize the total transactions processed for each pass category. Additionally, Vendor shall provide the Agency with the means to reconcile transactions for payment accuracy. Transactions must match what is indicated on the Vendor’s financial reporting portal.

Booking fees, if applicable, must be included as a separate line item on monthly invoices. The vendor shall not deduct or net such booking fees from sales proceeds due to the Agency.

Change Management Procedures: Should the Agency decide to transition to a different vendor in the future, the current Vendor shall submit a detailed transition plan, and work with the new provider to ensure smooth migration. During the transition, the Vendor shall maintain a consistent level of service to avoid any impact on the Agency’s operations and provide the new vendor with all requested data. The Vendor shall remain available to assist the Agency post-separation.

In the event the Vendor discontinues service, ceases operations, goes out of business, or undergoes a sale, merger, acquisition, or transfer of assets to another entity, the Vendor shall promptly notify the Agency in writing and provide a comprehensive transition plan. This plan shall ensure seamless transfer of all data, systems access, donor records, transaction histories, and ongoing obligations to the Agency or its designated new provider with no interruption to service levels. The Vendor shall fully cooperate during the transition, including making all necessary data available in a standard, accessible format at no additional cost to the Agency.

Intellectual Property Ownership: The Agency’s intellectual property, including data, content, logos, etc. shall remain the Commonwealth of Massachusetts’ sole property. The Vendor shall acquire no ownership or usage rights of the Agency’s intellectual upon contract expiration and/or termination. All data and rights of data generated from the system shall be the sole ownership of the Agency.

Requirements at Contract or engagement termination Upon expiration or termination of the Contract, the vendor will cooperate with the Agency and any replacement vendor to ensure a smooth and orderly transition of services. This includes timely transfer of relevant data, documentation, and records; assistance with knowledge transfer; and coordination on any cutover or go live activities without disruption to the Agency’s operations. The vendor will not unreasonably withhold or delay such cooperation.

Environmental Specifications The proposed solution and all associated hardware (if applicable), software, and operational processes shall comply with the Commonwealth environmental standards, and sustainability best practices. Vendors are expected to minimize environmental impact, including electronic waste and recycling requirements. Bidders shall include the Environmental Practices Form with bid proposal.

Executive Order 515, Establishing an Environmental Purchasing Policy Products and services purchased by state agencies must comply with Executive Order 515, issued October 27, 2009. Under this Executive Order, Executive Departments are required to reduce their impact on the environment and enhance public health by procuring environmentally preferable products and services (EPPs) whenever such products and services perform to satisfactory standards and represent best value, consistent with 801 CMR 21.00. In line with this directive, all contracts, whether departmental or statewide, must comply with the specifications and guidelines established by OSD and the EPP Program.