EXHIBIT 3 - Functional Requirements & Features Matrix.pdf

Functional Requirements & Features

In the contractor’s Technical response, the Contractor shall fill out the column “Respondent Comments”, explaining how the Contractor’s solution meets the requirement.

Priority Codes:

M = Mandatory I = Information /C = Contractor must Confirm agreement to this requirement (ie: M/C) /E = Contractor must Explain how their solution meets this requirement. (ie: M/E)

Contractors must enter detailed responses in the scope of work matrices below for all items.

Item Description Priority / Respon se Code Respondent Comments

1.0 CUSTOMER SERVICE

1.1 DOTS considers customer service the number

one priority for the contractor. Customer service means excellent communication, polished and professional attitude and appearance, and courteous, friendly, and helpful service to customers at all times.

M/C

1.2 Excellent communication means the ability of

every contractor staff member to speak and understand English at a minimum of intermediate- level proficiency.

M/C

1.3 A polished and professional attitude and

appearance means all contractor staff wear the same clean uniforms and traffic vests (specifically ANSI Level 3), and that they exhibit a positive and strong work ethic.

M/C

1.4 Courteous, friendly, and helpful service means

saying “welcome” as customers enter a parking lot, immediate interaction and smiles to everyone, knowing the campus (maps

M/C

EXHIBIT 3

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No provided), and providing concise, clear directions.

2.0 STAFFING

2.1 Contractor must provide all requested staff for

each event, to fill all of the positions as defined below. Failure to post all locations per DOTS exact staffing request on time will be considered breach of contract.

M/C

2.2 Attendant: This position will direct vehicles into /

out of parking facilities, screen/mark permits, and redirect or admit parkers. An ability to provide clear and concise directions in English to all campus locations (maps provided by DOTS) is required.

M/C

2.3 Handheld Operator: Will use a contractor-provided

device to verify parking permits purchased in advance online or process credit card payments to sell parking. An ability to provide clear and concise directions in English for customers to all campus locations is required (maps provided by DOTS).

M/C

2.4 Supervisor: This position will address all

contractor staffing concerns by providing bathroom breaks and accurate answers to staff questions, issuing rain coats, lunches, water, maps, bathroom breaks, handheld adjustments and troubleshooting (paper rolls), ensuring that proper staff dress, attitude, and communication occur, and periodically assisting with permit sales and customer direction to alleviate traffic.

M/C

2.5 Manager: This position is to be an on- site staff M/C

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No member during the entire time of the event. The manager will coordinate and manage all staff through on-site supervisors. They will be responsible for event parking handhelds and related equipment. The manager will be required to work additional prearranged amounts of time before and after large events. The manager will also be available at agreed-upon times throughout the year to meet with DOTS staff at Maryland for event planning.

2.6 No subcontracted employees are allowed, unless

the event is exceptionally large. For an exceptionally large event, the contractor must submit a subcontracting request in advance of the event to DOTS for approval. Failure to have a preapproved subcontracting request may result in the contractor not receiving reimbursement for any subcontracted employees that are used for an event.

M/C

2.7 Contractor must use employees who are 18

years of age or older, or holding a Maryland work permit if under 18.

M/C

2.8 Individuals not working the event will not be

permitted to accompany working staff to DOTS events.

M/C

2.9 Contract staff asked to leave a DOTS event

through mutual agreement of the on-site supervisor and DOTS manager, may not in the future return to work any DOTS event. The Contractor will not be paid for any hours such employee may have worked. Additionally, if DOTS is required to use one of their own

M/C

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No employees to staff the now vacant position, the Contractor may be required to reimburse the University for the DOTS employee time.

2.10 The University may provide personnel who will

work in conjunction with the contractor parking staff. However, University employees may not take part in the revenue collection process. The University will be responsible for the salaries of their own employees.

I

2.11 The University will determine the number of staff

required per each category based on the scope and size of an event prior to each event.

Contractor recommendations are welcome.

M/C

3.0 PERMIT SALES OPERATIONS / PROCEDURES

3.1 Contractor is responsible for the collection, counting, control, transportation, and security of all revenue received for parking permits.

Typically, this is minimal or non existent since we are a 100% credit card only and cashless operation since 2017.

M/C

3.2 Contractor’s supervisor or manager may receive

parking permits for back up revenue sales from DOTS and must sign for each batch of permits for each event.

M/C

3.3 Contractor will provide and host a PCI-compliant

website for the sale of parking in advance of an event to customers for football, men’s basketball, swimming & other large events as coordinated with DOTS staff. Any fees for this service should be billed directly to the customer as a per-permit fee.

Customers will be emailed a copy of their permit to either print in advance or show on a mobile device when they arrive to park. The design of the permit and information included with the permit will be coordinated in advance by the contractor and

M/E

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Explain:

Acknowledge: __ Yes/__ No salsai Highlight

DOTS. Contractor will cancel any transaction and refund all money to the customer (including the transaction fee) whenever requested by DOTS management either before or after any event at no additional charge to the customer or DOTS.

Explain your firm’s proposed per-permit fee for online sales, explain the measures in place to keep customer’s data and the sales website secure, and provide documentation showing PCI compliance.

3.4 Contractor will provide devices to all Handheld

Operators that verify permits purchased in advance online as well as provide on-site sales via credit card payment. The devices must be able to verify permits sold in advance through the contractor’s website (see line 3.3) as well as integrate with Paciolan to verify permits sold by the university’s Athletics department. The devices must also be capable of making on-site sales via fully PCI-compliant credit card transactions. Devices must be able to provide a printed receipt to any customer upon request, and communicate in real-time to provide live transaction data as well as to prevent overselling lots that have both on-site and advance permit sales. Any fees for this service should be billed directly to the customer as a per-permit fee.

Contractor will cancel any transaction and refund all money to the customer (including the transaction fee) whenever requested by DOTS management either before or after any event at no additional charge to the customer or DOTS.

Explain your firm’s proposed per-permit fee for online sales, explain the measures in place to keep customer’s data and the handhelds data and communications secure, and provide documentation showing PCI compliance.

M/E Explain:

3.5 Contractor is responsible for the proper use and

security of all parking sales, and will be held responsible for any misuse, damages or loss.

Misuse is characterized as fraudulent sales.

M/C

3.6 Contractor will sell permits according to

instructions from DOTS officials only.

M/C

3.7 Contractor will sell each permit for the price set by

the University, with agreed upon transaction fees being added on top of the permit cost.

M/C

3.8 Contractor will be providing parking permits for

each patron after each transaction and while instructing the driver on parking permit placement.

M/C

3.9 Contractor will provide necessary equipment /

uniforms for all staff. All contractor attendants and handheld operators must wear the same reflective traffic vests or other ANSI certified protection while in the field. Additionally, all contractor staff must wear a uniform. Uniforms must be the same across the board and reflect high professionalism.

Explain the uniform/dress code for contract staff.

M/E

3.10 Prior to leaving campus, Contractor’s Manager or

Supervisor must meet with the DOTS representative to return all DOTS owned materials used during the course of the event.

M/C

3.11 Any unsold parking permits must be returned to

DOTS at the end of the event.

M/C

3.12 Contractor will be given a listing and / or

notification of permit policies and permit restrictions for areas utilized for each event.

M/C

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Explain:

Confirm: __ Yes/__ No

3.13 DOTS employees will do periodic audits during

each event for vehicles not displaying permits in parking lots requiring a paid permit. Contractor will be required to compensate DOTS for the permit cost for any vehicle not displaying a paid permit when required.

M/C

3.14 Contractor is responsible for paying the

University the total amount of revenue based on parking permit sales. Discrepancies in the count of permits sold or the amount of revenue collected will be resolved in the favor of the University, with the Contractor accepting any financial responsibility.

M/C

3.15 Both DOTS and Contractor are jointly

responsible for preventing revenue-related theft and fraud from their own staff.

Explain your firm's system to prevent staff fraud.

M/E

3.16 DOTS may conduct lot surveys before and after

events to determine relative accuracy of revenue.

M/C

3.17 Handheld Operators/Attendants may be

accompanied by DOTS staff and /or University police personnel.

M/C

3.18 DOTS may ask Handheld operator/Attendants to

mark permits upon entry.

M/C

3.19 DOTS will conduct field audits of Contractor’s

staffing. DOTS and Contractor will agree upon this time prior to an event. Any specified area found to be not staffed during this audit, but invoiced for staff, will result in the subtraction of said staffing hours from the Contractor’s bill.

Notification of such cases to the Contractor will occur at the end of the audit.

M/C

4.0 REVENUE COLLECTION / SECURITY

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Explain:

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

4.1 Contractor is responsible for the security of the

event parking handhelds and all data that is accessible on them.

Explain your firm’s security system

M/E

4.2 Any occurrence of theft or fraud committed on

behalf of any staff while working at the UMD campus, may be referred to UMDDPS/Campus Police.

M/C

4.3 Handheld Operators may be spot checked by both

DOTS and Contractor managers at all events. Any handheld operator found failing to distribute permits with sales or taking payment will be terminated from any and all DOTS contracts and contractor will be responsible for reimbursing UMD

DOTS.

M/C

4.4 DOTS will be conducting their own

internally funded “secret shopper” program.

The Contractor is also required to conduct a “secret shopper” program designed to reveal handheld operator fraud.

Contractor to explain how their “secret shopper” program would work to include how often it will be conducted.

M/E

4.5 As noted in the insurance requirements the

contractor is to have a minimum of $500,000 coverage for Employee Dishonesty

M/C

5.0 UNIVERSITY PAYMENT FOR PERMITS

5.1 If applicable, contractor must send a check for the

correct amount of permits sold, made out to “University of Maryland” Attention: Business Operations Manager, University of Maryland, Department of Transportation Services, Regents Drive Garage, Bldg. #202, College Park, Maryland

20742-2711. CHECK TO BE SENT NO LATER

THAN TWO (5) WORKING DAYS AFTER THE

INDIVIDUAL SPECIAL EVENT FINAL DATE.

M/C

Explain:

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Explain:

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Armand Scala Highlight

6.0 MEETINGS / NOTIFICATIONS

6.1 The contractor is responsible for having an IT

Technician attend the first football game every season. The technician will troubleshoot any and all contractor challenges related to operator equipment usage. Should there be issues with the reliability or operation of the contractor’s equipment, the IT staff will be expected to be on campus for all subsequent events until the issues are resolved.

M/C

6.2 Contractor is required to attend a contract

implementation meeting to be held after contract award, as scheduled by DOTS. The location and agenda for this meeting will be communicated to the contractor by DOTS. These meetings are not billable.

M/C

6.3 During the term of the contract, the Contractor

may be required to attend on campus meetings to assist with the planning and / or organization of large special event parking events. These meetings are not billable.

M/C

6.4 The University intends to notify the Contractor a

minimum of 48 hours prior to a scheduled event date with the specific staffing requirements. It is the intention of the University to notify Contractor by no less than 24 hours prior to an event for any cancellations, reductions, or increases of staffing requirements.

M/C

6.5 Contractor will be furnished with a parking map of

the campus and will be required to become familiar with campus and parking lot area locations in order to meet the requirements of this contract.

M/C

7.0 CONTRACTOR INVOICING

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

7.1 Contractor will only be paid per event based on

the quoted staffing requirement as determined by the University prior to each event. The contractor may not invoice DOTS for absent or late staff and is responsible for accurately tracking additions and deletions to staffing.

M/C

7.2 Contractor must specify a system that will verify

staffing count or expenditures for each event on the day of the event. This verification must accompany each invoice. An invoice alone will not suffice. Additionally, unattended posts will be considered to indicate absent or late staff – no exceptions. DOTS will not allow invoicing of missing or improperly posted staff at the wrong location for any event.

Explain your firm's system to meet this requirement.

M/E

7.3 An invoice must be submitted separately by

event and occurrence for each event. Multiple events on one day must be invoiced separately by event. Ongoing events occurring on multiple days must be invoiced by event and date of occurrence.

M/C

7.4 All invoices must be submitted at the end of

the month the event occurred in. Failure to do so may result in delayed payment.

M/C

Confirm: __ Yes/__ No

Explain:

7.5 To be properly submitted the invoice must be

accompanied by backup details with the following information:

● Name and date of event.

● Employee name, hours worked, rate of pay and extended payment with subtotals for each category of employee: Attendant, Handheld operator, Supervisor, and Manager

● Grand total showing total number of hours worked and total employees per category with total dollars for each category.

M/C

7.6 Invoices submitted with inaccurate staffing or

rates or without all required information listed in 8.4 will be returned unpaid. The University will not make partial payments. The contractor will be required to resubmit a new ‘proper’ invoice with the correct staff hours worked and appropriate rates.

M/C

8.0 ALLOWABLE CHARGES

8.1 DOTS WILL NOT COVER TRAVEL, SETUP, OR

BREAKDOWN ACTIVITIES AND EXPENSES

FOR ANY CONTRACTOR STAFF, NOR MAY

DOTS BE INVOICED FOR SAID CONTRACTOR

TIME. Any costs associated with travel, setup, or reconciliation should be built into the labor charges as the hourly rate.

M/C

8.2 Contractor may only charge for the event hours as

specified by DOTS. Specified event hours will include those hours when handheld operators or attendants are posted and selling only.

M/C

8.3 DOTS will not be responsible for paying

separately for any additional hours beyond those scheduled, when staff are posted and selling, unless specifically requested by DOTS.

M/C

8.4 Contractor is expected to ensure that operations

begin at the specified time.

M/C

8.5 If the Contractor does start the event operations

late, they would be considered as not complying with the contract. The resulting invoice must reflect only the actual hours worked e.g. start time on invoice to be the actual ‘late ‘start time.

M/C

9.0 FOOTBALL & BASKETBALL GAMES

9.1 DOTS will notify the Contractor of any other

events as soon as they become known.

M/C

10.0 REFERENCES

10.1 Contractor to supply references as required in Section

4.2 using the EXHIBIT 2 - References Form References will be used to evaluate capability and past performance.

M/C

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

Confirm: __ Yes/__ No

11.0 ECONOMIC BENEFITS

11.1 Offerors shall submit with their proposals a

narrative describing benefits that will accrue to the Maryland economy as a direct or indirect result of their performance of this contract.

Proposals will be evaluated to assess the benefit to Maryland’s economy specifically offered.

M/C

1.2 NOTE: Because this submission is part of the

Offeror’s Technical Proposal, it must not contain any statement of actual or estimated dollar amounts for any of the sub-factors shown below.

Instead, the Offeror is instructed to quantify the economic benefit as a percentage of the Offeror’s total Price Proposal:

Narrative to include the following as applicable:

• The estimated percentage of contract dollars to be recycled into Maryland’s economy in support of the contract, through the use of Maryland subcontractors, suppliers and joint venture partners. Be as specific as possible. Provide a breakdown of expenditures in this category.

• The number and types of jobs for Maryland residents resulting from the contract.

Indicate job classifications, number of employees in each classification and the aggregate payroll to which the contractor has committed.

• Tax revenues to be generated for Maryland and its political subdivisions as a result of

M/E

Explain:

the contract. Indicate tax category (sales taxes, payroll taxes, inventory taxes and estimated personal income taxes for new employees). Provide a forecast of the total tax revenues resulting from the contract.

• Estimated percentage of Subcontract/Supplier dollars committed to “local” Maryland businesses. For purposes of this proposal, a “local” Maryland business is a business with its primary base of operations located in the same county as the job site for this project, or a Maryland business located within twenty five (25) miles of the job site.

• Other benefits to the Maryland economy which the offeror promises will result from awarding the contract to the offeror. Describe the benefit, its value to the Maryland economy, and how it will result from the contract award.