Exhibit A-1 - OPTION 1 - Scope Of Work~1.pdf

Exhibit A-1 – OPTION 1 – SOW 1 | P a g e

Exhibit A -1 Option 1 - Scope of Work (SOW)

This SOW is for Option 1 – Parking Operations Management: The parking operator shall provide day-to-day management and operational oversight of the City’s parking lots and garages. The scope of services shall be limited to activities that

DO NOT require a California State License Board (CSLB) license, including, but not limited to, janitorial services, internal traffic control within parking facilities, sweeping, fire alarm testing, and the posting of temporary signage (e.g., paper notices). Any services or scope of work that require a CSLB license shall be excluded from the operator’s responsibilities and shall be performed and/or managed directly by the City or by separate City-contracted vendors holding the appropriate licenses.

Operator (Contractor) shall support the City of Long Beach's (City) goal of operating and maintaining its parking assets as first-class facilities by providing excellent customer service in a well-maintained and safe public parking facilities at a reasonable cost, while maximizing parking occupancy levels and revenues by practicing sound parking management principles and effective and creative marketing strategies.

1 Contractor General Duties

1.1 Permits, Licenses, and Certificates

Contractor shall obtain and maintain, during the term of the Agreement with the City, all appropriate permits, licenses, and certificates that may be required in connection with the performance of parking management services, including a City business license. Contractor is required to maintain a business license and pay business licenses taxes in accordance with local law. Any licenses and/or permits required of Contractor to operate within the

City, and not directly associated with parking operations or facility and lot management, is at the direct expense of Contractor.

1.2 Federal, State, and Local Legislation

Contractor shall comply with all federal, state, and local legislation prohibiting discrimination against any person because of their race, color, religion, sex, gender, gender identity, marital status, sexual orientation, disability, military or veteran status, age, national origin, or ancestry.

Exhibit A-1 – OPTION 1 – SOW 2 | P a g e

1.3 Commence Operation

Contractor shall enter into an Agreement with the City and shall be required to commence operation of the parking facilities in accordance with the start-up date stipulated in the Agreement.

1.4 Internal and External Stakeholders and Organizations

Contractor will be required to collaborate with internal and external stakeholders and organizations, including but not limited to the groups listed below. It is crucial that in communications with these organizations, the City’s

Parking Administrator receives a communications digest/summary of contact.

Contractors from time to time may be required to work with key stakeholders in City’s parking operations. Said stakeholders are shown in Exhibit B.

1.5 Provide Information

Contractor shall provide City information and directions to the public as needed.

1.6 Prior City Approval

Contractor shall obtain prior City approval of changes to established parking operation procedures prior to implementation.

1.7 Strategies

Contractor will recommend strategies to improve customer service, reduce costs, and enhance revenues.

1.8 Adjust Operations as Necessary

Contractor shall adjust operations as necessary to accommodate lot additions, construction, earthquake retrofitting, improvements, and installation of new revenue equipment, hardware or software, modifications of entrance/exit locations, addition of or changes to landscaped areas, or any other change the City may make at its sole discretion.

1.9 Revenue Forecasting

The Contractor shall assist the City with revenue forecasting related to rate change proposals submitted to City Council and may support preparation of staff presentations to Council. Parking fees are established and approved by the City Council prior to implementation. At its sole discretion, the City shall set and regulate prices, rates, and fees for the use of City parking facilities by the public, and hours of operation. Revenue forecasts must be updated to account for any approved rate changes.

Exhibit A-1 – OPTION 1 – SOW 3 | P a g e

1.10 Business Intelligence

Contractor shall provide the City with a robust web-based reporting platform enabling the City to generate reports and view data as to occupancy, revenues, expenditures, and tickets, that is a procedural and technical infrastructure that collects, stores, and analyzes the data produced by the

City's financial activities. Such as providing data related to occupancy percentages, revenue statistics, and length of stay analytics. The software needs to be able to integrate to all of the City’s PARCS systems. The City’s

PARCS equipment includes, but is not limited to, Flash, SKIDATA, T2, and IPS.

1.11 Quality Control

The Contractor shall establish and maintain a system of quality control to ensure that contract requirements are met. The system should include, but not be limited to, the following:

a. Design, implement, and maintain a Customer Service and Community

Relations Program that shall ensure all members of the public are treated with courtesy, that all complaints are handled and resolved quickly and effectively, and that the public is informed of parking policies and procedures. Provide program handbook to City staff for review and feedback.

b. Maintain all work sites free and clear of all hazards resulting from its operations to persons and property. Inspect each City parking facility during hours of operation for hazards, maintenance needs, and threats to employees or public safety. Inspections must be conducted against an approved inspection form with items to be reviewed and on an approved schedule. Maintain inspection logs including findings and observations and make logs available for City review. The inspection shall include, but not be limited to, the interior of all elevators, restrooms, trash areas, walkways, and stairways. Contractor shall immediately report any suspicious activity, including the presence of suspected gang graffiti, any hazardous conditions, or any threat to public safety to the Long Beach Police Department and City of Long Beach Public

Works department. Contractor shall notify Parking Administrator, or designee, if areas not under Contractor’s contractual jurisdiction are in need of maintenance or repair or may create a public safety concern.

c. Write inspection procedures that cover all services. Include the method(s) for identifying and preventing deficiencies in the quality of services performed. Also, detail activities that will be inspected, including if inspection will occur on a scheduled or unscheduled basis, frequency of inspections, name(s) and title/position of the individual(s)

Exhibit A-1 – OPTION 1 – SOW 4 | P a g e performing the inspection, and name(s) and title/position of individual(s) inspected. Maintain a file for all inspections conducted by the Contractor, including the necessary corrective action taken. Make inspection documentation available to the City upon request.

d. Utilize monthly “mystery shoppers” to evaluate the customer service provided. Provide copies of results to the City on a quarterly basis

(quarters shall be based on City’s fiscal year of October 1 - September

30).

e. Contractor shall oversee the operation of the Parking Access and

Revenue Control System (“PARCS”) daily and work closely with the City and their parking equipment service providers to ensure the PARCS is fully operational. Contractor shall monitor the service and repair of the equipment, including recording the removal of equipment and/or parts and maintaining an adequate spare parts inventory.

1.12 Parking Facility Maintenance Contractor with a California State

License Board (CSLB) License

There is a separate option on this RFP, Option 2, that includes parking facility maintenance that requires a California State License Board (CSLB) license, including, but not limited to, minor and routine maintenance services.

Proposers may submit proposals for one (1) Option or for both Options;

however, to be considered for both, the proposer must submit two (2) separate and complete proposals, one for each Option.

2 Parking Facilities The Contractor shall provide all parking management services necessary to operate and manage the Parking Facilities listed in Exhibit C and displayed in

Exhibit C-1 on an on-going basis throughout the term of the agreement between

Contractor and the City of Long Beach (City). The City anticipates adding/removing facilities as budgeting permits; therefore, proposers are advised that these facilities are subject to change. Contractor shall use its best efforts to provide these parking management services in a manner to make the City’s parking program as profitable as reasonably possible while providing the highest standard of professional, courteous, efficient, and safe services.

2.1 Special Uses

Contractor shall ensure all special uses of City parking facilities, such as special events, filming, maintenance work, or other non-parking use are in accordance with established permitting and approval requirements. Ensure

City staff and all stakeholders are properly notified of any operational impacts from such events.

Exhibit A-1 – OPTION 1 – SOW 5 | P a g e

2.2 Special Parking Permits

The Contractor shall honor all special parking permits and services approved by the City in parking lots and structures approved by the City.

2.3 Traffic Circulation

The Contractor shall provide sufficient staff to ensure a smooth flow of traffic entering and exiting the parking facilities, thereby avoiding traffic buildups within parking lots and structures and on contiguous public streets. Within any parking lot or structure, there should be no waiting time to exit in excess of fifteen (15) minutes and only in those cases of special events or increased surrounding activities. Contractor shall ensure the provision and maintenance of adequate permanent signage to facilitate safe and smooth traffic flow.

Additional staff may be needed during special event performances and peak traffic periods which occur during holidays and weekends caused by the public patronizing movies, restaurants, attractions, and shops. Additional staff may also be needed at the pier and the beach parking lots during summer peak periods, on holidays and weekends, during large special events. The City may request, at its sole discretion, the deployment of additional staff resources to address peak traffic conditions. Contractor shall provide a flat labor per hour rate in the cost proposal section of this RFP.

Contractor shall, during the operation of City parking facilities, not interfere in any way with the public’s general or specific use of the beaches or pier, nor interfere with use of, nor block access to or by emergency services, lifeguard, police, or fire vehicles at any City parking facility. City parking facility entrances and exits, shall be operated to prevent any obstacles that block public roadways or cause traffic disruptions.

2.4 Equipment and Facilities

The Contractor shall:

a. Furnish all supplies and materials to properly perform the services specified at all offices and parking facilities, except that equipment provided by the City at the time of contract execution.

b. Be allowed, if desired, the use of buildings and equipment found in the Contractor offices. Such buildings and equipment shall be returned to the City upon the termination or expiration of the

Agreement and shall be in its original operable condition less normal wear and tear. An inventory of the buildings and equipment is provided upon request.

c. Submit detailed written requests to the City for reimbursement of improvements or supplements to existing City equipment and

Exhibit A-1 – OPTION 1 – SOW 6 | P a g e buildings prior to procurement or installation. If approved, costs will be reimbursed by the City. All such improvements or supplements become the property of the City immediately upon payment. In addition, upon expiration or termination of the Agreement, the City shall have the right to retain any equipment for which the Contractor paid, but was not reimbursed under the Agreement, upon payment by the City. Thirty (30) days minimum prior to the Agreement expiration, Contractor must submit written request and original proof of purchase and installation costs to the City. The amount the City will pay is the original costs minus depreciation figured from the date of purchase. On the date of payment by the City, the improvements become the property of the City. Should the City decline to retain such equipment or improvements, the Contractor shall, at the

Contractor’s own cost and expense, remove all such equipment and improvements within ten (10) days after the date of termination or expiration of this Agreement.

d. Obtain written approval of the City (and any other required approval from local, state or federal agencies, including but not limited to, the

California Coastal Commission) prior to any modification of City parking facility layout, structure or traffic routing. If modifications are made without prior City approval, immediately restore modifications to original conditions, at Contractor’s expense. Contractor’s failure to restore to City’s satisfaction, the original condition shall result the

City reconstructing the modifications at the Contractor’s expense.

e. Provide communications equipment to employees to enable managers, assistant managers, supervisors, and cashiers to communicate with each other at all times. Costs of communication devices and telecommunication services used for business purposes, including office telephone and fax landlines located in offices and cashier booths, cell phones, pagers, and radios must be included in the cost proposal. The Contractor is financially responsible for costs incurred by personal use of calls made from business communication devices by Contractor personnel, including subcontractors.

f. Provide vehicle(s) for business-related use in the operation of City parking facilities. The cost associated with the vehicle(s) is a reimbursable expense by the City. If a vehicle is purchased by the

Contractor and payments are made by the City for that vehicle, the vehicle will become property of the City at the end of the contract agreement.

Exhibit A-1 – OPTION 1 – SOW 7 | P a g e

g. Reimburse the City at Contractor expense for any equipment that is damaged by Contractor personnel, including subcontractors, through negligence, theft, misuse, or vandalism.

2.5 Signage

The Contractor shall:

a. Ensure that adequate signage is posted for all facilities. Contractor is responsible for routinely inspecting all facilities, cleaning all signs and providing allowances in the budgets proposed for installation of required signs.

b. Signs shall be kept in clear view of vehicles entering the facilities, clear of debris, and free of graffiti. If signs are vandalized, broken, or stolen, the Contractor shall notify the City in writing within twenty-four (24) hours of event. Contractor may be requested to submit a graffiti report to the

City. Contractor shall report any graffiti containing profanity or hate to

Parking Administrator and Police Department within 4-hours of finding such markings.

c. Allow the City to post any signs it wishes in and around the City parking facilities and Contractor offices.

d. Ensure that adequate signage and traffic control are provided in each lot and structure to facilitate safe and orderly flow of traffic and pedestrians.

e. Post temporary signs to inform patrons of any temporary closure of stairs or elevators due to inoperable or impassable conditions, repair, maintenance, or for any other reason. Such signage shall refer patrons to the nearest alternate facilities that are open, including alternatives available to disabled persons, and list the Contractor landline telephone number. Notify Parking Administrator of any pathway or stair closures or detours prior to posting of notices in facility.

f. Have the right to install and display signs bearing its name and logo in or about the parking facility subject to approval of the City. City approval shall not be unreasonably withheld.

2.6 Monitoring

During all hours of operation, Contractor shall regularly tour the Parking

Facilities to help prevent, deter or minimize vandalism, damage to, loss or theft of, vehicles and the contents thereof parked in the Parking Facilities and shall promptly report any suspicious or illegal activity or the presence of unauthorized persons to the Long Beach Police Department and/or Parking

Administrator or a private security agency as appropriate. A mutually agreed

Exhibit A-1 – OPTION 1 – SOW 8 | P a g e upon schedule of patrols shall be implemented and included in the Parking

Facility Operating Procedures.

Contractor will monitor and review parking cameras in parking facilities that have or will have cameras installed. Contractor will report on any illegal activity to the Long Beach Police Department. During operating hours, Contractor shall monitor the fire alarm system and intercom system that is integrated in the revenue control equipment located in the Parking Facilities

(if applicable) and shall promptly respond to calls for assistance received from

Customers.

Contractor shall immediately notify as appropriate the Parking Administrator via telephone and by written report of every reported or known incident involving accidental injury or criminal activity and shall keep a record of such incidents.

Contractor shall note any life safety or hazardous conditions that might appear to warrant action and report these conditions immediately to the

Parking Administrator.

Security Services Contract - The Contractor shall enter into an agreement for

Security Services with a security company similar to the existing contract that is shown in Exhibit D-1. The City may at any time ask Contractor to cancel agreement for security services with a 30-day written request/notification.

Contractor shell use the Sample Security Staff plan in Exhibit D as a guide for the proposed staffing under this agreement.

3 Parking Spaces See EXHIBIT C – FACILITIES INFORMATION

The City anticipates adding/removing facilities as budgeting permits;

therefore, proposers are advised that these facilities are subject to change.

4 Parking Fees See EXHIBIT C – FACILITIES INFORMATION

5 Hours of Operation See EXHIBIT C – FACILITIES INFORMATION

Exhibit A-1 – OPTION 1 – SOW 9 | P a g e

6 Staffing

6.1 Specific staffing requirements

Contractor shall use the Sample Staffing plan in Exhibit E as a guide for the proposed staffing under this agreement. Contractor shall:

a. Employ and supervise the minimum number of personnel to manage, operate, and ensure customer service standards are met at all times in

City parking facilities, and provide additional personnel to accommodate special events and peak periods. Provide adequate staffing to meet the level of usage during peak periods and special events, as deemed necessary by the City/Parking Administrator.

Control labor costs, dissuade excessive overtime hours, and budget adequately for staffing.

b. Employ a Project Manager and one or more Operations Managers to oversee the day-to-day operations of the parking lots and parking structures. Proposed candidates for these positions are subject to City review and approval. Supervisory responsibilities include, but are not limited to:

i. Supervising the shift supervisors and any clerical employees

ii. Maintaining a current employee schedule

iii. Performing personnel functions, such as hiring, training, terminating, and suspending

iv. Reviewing and approving daily cash and ticket reports that are submitted to the City

v. Investigating and processing all customer complaints and accident reports as required by the City

vi. Performing inspections of City parking facilities and parking operations

vii. Providing reports on operational activity as requested by the

Parking Administrator, or designee.

viii. Ensuring that all other services are provided as required by the

Agreement

6.2 Project Manager

The Project Manager or Facility Manager(s) shall be on-site during peak occupancy periods. Supervisory staff shall be available on-site twenty-four

(24) hours a day, seven (7) days a week, 365 days a year.

6.3 Corporate Representative

Contractor shall assign to the City a Corporate Representative of higher rank than Manager, responsible for:

Exhibit A-1 – OPTION 1 – SOW 10 | P a g e

a. Representing the Contractor at all times in day-to-day parking operations at City parking facilities

b. Liaison between the Contractor and the City

c. The Corporate Representative (or an approved alternate) must be always available by telephone during all hours of City parking facilities operation (seven days a week, every day of the year). If the Contractor or City deems it necessary to replace the Manager or the Corporate

Representative, the City shall have the right to approve or reject the individual selected as the replacement.

6.4 Supervisors

Contractor shall provide supervisors. Supervisor responsibilities will include, but are not limited to:

a. Supervising cashiers or attendants

b. Supervising traffic controllers and any on-site clerical employees

c. Closing out all cashiers at the end of their shifts, and reconciling cash against the cashier’s shift report

d. Issuing and documenting written and oral warnings to cashiers who fail to follow procedures

e. Notifying the manager of any emergencies

f. Keeping a daily log

g. Filling out accident and customer complaint reports

h. Noting any equipment failures and maintenance problems and reporting them to the Maintenance Supervisor/Manager and Parking

Administrator, or designee

i. Maintaining sufficient supplies, including tickets and receipts for cashiers to perform their duties

j. Encouraging quality customer service skills by example

k. Servicing parking access and revenue control equipment

l. Maintaining parking areas as specified

m. Directing traffic to unoccupied parking spaces during peak occupancy periods

n. Placing traffic cones and barricades to facilitate traffic flow

o. Assisting with planning for high traffic events and weekends to ensure proper staffing

p. Monitoring of special events

6.5 Parking Ambassadors

Contractor shall provide parking ambassadors /cashiers attendants whose responsibilities will include, but are not limited to:

Exhibit A-1 – OPTION 1 – SOW 11 | P a g e

a. Collecting parking charges from patrons

b. Performing outstanding parking citation checks on permit applications, if necessary

c. Maintaining the parking kiosks, PARCS, pay machines and booths in a clean and orderly manner

d. Responding courteously, appropriately, and professionally to patron requests, complaints, comments, and questions

e. Notifying the supervisor of any unresolved complaints, problems, or equipment failure

f. Filling out lost ticket forms for patrons who have misplaced their parking tickets

g. Obtaining patron’s signature on promise-to-pay forms

h. Providing receipts as requested

6.6 Fiscal Year Staffing Plan

The Contractor shall submit a draft annual staffing plan for the approval of the

Parking Administrator, or designee. This staffing plan shall be consistent with the three-year cost proposal submitted in Attachment C. The Contractor shall base each draft annual staffing plan upon the most recent annual staffing plan approved by the Parking Administrator, or designee. The draft staffing plan shall explain any annual staffing adjustments, including those resulting from the deletion or addition of parking facilities, or a change in parking revenue equipment. Once the Parking Administrator, or designee has approved the annual staffing plan, it shall be incorporated into this

Agreement as if made by formal amendment to the Agreement.

6.7 Adjustments to Approved Annual Staffing Plans

The Parking Administrator, or designee shall have the right to permanently alter the approved annual staffing plan at any time during the fiscal year during which that plan is effective. The Parking Administrator, or designee shall provide the Contractor written notice of such a permanent change in the annual staffing plan. The annual staffing plan, along with the Approved

Operating Budget, shall be amended to reflect such permanent staffing changes and shall be attached to the Operating Agreement as revised exhibits. The Contractor shall comply with the annual staffing plan as amended.

Due to special events and other activities occurring at the various structures and lots, staffing needs at certain Parking Facilities may change on a temporary basis. The Parking Administrator, or designee shall have the right to make temporary adjustments in staffing needs at particular Parking Facilities, for any reason, at any time. The Parking Administrator, or designee

Exhibit A-1 – OPTION 1 – SOW 12 | P a g e adjustments to staffing levels may include specifying work shifts by day, hour of day and Parking Facility. The Contractor shall comply with the annual staffing plan as amended to accommodate temporary staffing needs.

6.8 Standardized Apparel

The Contractor shall require every on-duty employee to wear a uniform or other standardized apparel and a visible photo identification badge furnished by the Contractor. Well-maintained uniforms and photo identification badges must be approved by the City. Uniform must not be covered by outer garments that are not part of the uniform and photo identification badge must be visible at all times (e.g., worn outside of approved uniform outerwear.)

No pins or buttons shall be worn except those authorized by the Contractor and approved by the City. Contractor’s proposal should include a detailed description of the proposed uniform(s), identification badges, and pins. These standards extend to the Contractor’s security subcontractor and their staff.

6.9 Customer Service

Contractor personnel are responsible for providing the best customer service to the patrons of the City parking facilities.

a. The Contractor shall develop ongoing customer service training program with auditable standards and submit to City for approval.

Implement the approved plan, training, monitoring, documenting, and correcting of employee customer service skills when needed.

b. Each coordinator, attendant, cashier, supervisor, office staff, manager and maintenance personnel provide certain levels of customer service which intertwine in each transaction. The staffing plan proposal shall be arranged so that response time to any specific location is between 1 and 5 minutes. If the response time by an attendant or supervisor is longer than 5 minutes, the Manager on Duty must become involved in the situation to resolve any issues. Contractor must propose sufficient staffing levels to cover all operation needs and perform the best possible customer service.

c. Customer service and staffing levels will be measured by random audits performed by City staff on quarterly basis. During these audits, employees and Contractor will be rated based on items pertaining to their customer service training. Audits will be based on the quality of measured items, including but not limited to, response time, operational efficiency, uniforms, presentation, body language, and attitude.

Exhibit A-1 – OPTION 1 – SOW 13 | P a g e

6.10 Performance Audit

Contractor shall audit the performance of Contractor personnel, without personnel knowledge, at least twice each month. Included in the audit:

a. Tracking and tracing tickets through the system to ensure that charges have been handled correctly and accurately

b. Proper cash handling procedures

c. Professional appearance and attitude

d. Maintenance of the City’s high level of customer service standards

6.11 CAL-OSHA requirements

Contractor shall require all Contract personnel, including subcontractors, to comply with CAL-OSHA requirements and all other local, state, and federal regulations. Ensure subcontractors obtain all pertinent and required permits to conduct work at City parking facilities. Provide a written list of proposed subcontractors to the City for approval. The City will supply written approval or disapproval of subcontractor(s) to Contractor. Subcontractors not approved by the City may not work at City parking facilities. The City recognizes that from time to time, the Contractor may desire to change subcontractors. Contractor must notify the City in writing of desired changes.

The City will supply written approval or disapproval of changes to the approved subcontractor list.

6.12 PCI Compliance requirement

Contractor shall require all Contract personnel, including subcontractors, to comply with PCI Compliance requirements by performing tasks, training, providing evidence, and attending meetings as requested by Department of

Financial Management Treasury Bureau and/or Technology and Innovation

Department Cyber Security Division.

6.13 Payment requirements

Contractor shall:

a. Deposit the collected parking payments and fees to the City’s bank account(s) within 24 hours of receiving the funds

b. Leverage the City’s merchant service provider technology for payment card processing

c. Integrate contractor-owned systems to the City’s merchant service provider platform for payment card processing

d. Not utilize non-City merchant service providers for payment card processing unless it is formally approved by Department of Financial

Exhibit A-1 – OPTION 1 – SOW 14 | P a g e

Management Treasury Bureau and Technology & Innovation

Department Cyber Security Division

6.14 No Discrimination

Contractor shall not discriminate against any employee or applicant for employment because of race, color, religion, sex, gender, gender identity, marital status, national origin, ancestry, sexual orientation, military or veteran status, age, or condition of physical or mental disability, in accordance with state and federal laws.

6.15 Contractor Personnel & Subcontractors

Contractor shall ensure that all Contractor personnel, staff, City-approved subcontractors, agents, or Corporate Representative (hereafter “Contractor personnel”) assigned by the Contractor to perform services in the City parking facilities are at all times under the management and control of the

Contractor. The Contractor shall have the sole right to hire, suspend, discipline, or discharge Contractor personnel. If the City finds any Contractor personnel unsatisfactory, the City will provide written notice to the Contractor to remove or replace such Contractor personnel. The Contractor must transfer such

Contractor personnel out of City parking facility operation within seven (7) calendar days of receipt of written notice from the City. Once such

Contractor personnel have been transferred, they may not return to work at any City parking facility.

In the event of egregious unsatisfactory Contractor personnel conduct, including but not limited to: theft, including manipulation of records, equipment, or receipts; being under the influence of alcohol or illegal drugs while on duty; violence in the workplace including verbal, physical, sexual harassment, intimidation or abuse; vandalism or misuse of City property, including supplies, equipment, telecommunication devices, or City parking facilities; conducting personal business while on duty; or adverse customer service issues, the City will give Contractor written notice. The Contractor personnel involved shall be immediately transferred from the City parking facilities and parking operations. Contractor personnel found egregiously unsatisfactory may never return to work City parking facilities.

The City has the right, in its reasonable discretion, to require Contractor to remove unsatisfactory employee. However, in no event shall the City's demand for removal of employee from the City parking facilities be construed as a demand or suggestion by City that any such employee be discharged from Contractor's employment. Contractor shall comply with all labor and workers’ compensation requirements. At Contractor’s cost, Contractor shall

Exhibit A-1 – OPTION 1 – SOW 15 | P a g e perform motor vehicle license checks on each employee and refrain from allowing anyone with an unacceptable record from working or being present at any of City's parking facilities. At Contractor’s cost, Contractor shall conduct background checks to determine if any prospective employee has any misdemeanors, felonies, or criminal convictions. Contractor shall not allow anyone who has had any such unacceptable convictions to work or be present at the City parking facilities.

6.16 Professional Conduct and Behavior

Contractor shall ensure professional conduct and behavior of its staff as follows:

a. While on or about the Parking Facilities or while acting in the course and scope of employment, all employees of the Contractor shall be neat and clean and shall act in a courteous and professional manner. No employee shall use improper language or act in a loud, offensive, or otherwise improper manner.

b. Staff members are trained as to the purpose of their positions and the importance of performing their jobs according to the City’s operating instructions.

c. All employees are at all times polite and courteous in their dealings with customers, treating the public with care and respect.

d. All employees are to be attentive, alert and responsive to all Customers’ issues, needs, comments or complaints.

e. All employees speak clearly and in a professional manner while interacting with customers, offering the assistance needed by each

Customer.

f. No employee shall act so as to make a Customer feel threatened, insecure, or ignored during the course of fulfilling their duties.

6.17 Employee Parking

Contractor may allow parking for staff in the City parking facilities subject to the approval of the City’s Parking Administrator, or designee.

7 Employee Training and Development Personnel training according to City specifications as well as Contractor’s own curriculum.

7.1 Standard Operations and Procedures (SOP) Manual

The Contractor shall submit the procedures for processing and implementing change directives issued by City Within thirty (30) days after award of

Contractor agreement execution, a copy of the written Standard Operations

Exhibit A-1 – OPTION 1 – SOW 16 | P a g e and Procedures Manual procedures for operations, management, maintenance, cash handling and auditing procedures for each Parking

Facility shall be submitted for review and approval to the Parking

Administrator, or designee. Thereafter, the Contractor shall make necessary revisions on an as-needed basis, but at least on an annual basis and no later than September 30 of each year, submitted to and approved, in writing, by the Parking Administrator, or designee.

The Contractor shall prepare and maintain an up-to-date Standard

Operation and Procedures Manual that shall reflect the method of parking lot operations as proposed by the Contractor and approved by the City. At a minimum, the Manual shall include the following:

a. General operating and management policies

b. Procedures for cash control, accounting, and auditing

c. Personnel staff schedules and job descriptions

d. Personnel performance and quality assurance standards

e. Personnel training plan

f. Customer service standards and Quality Control Plan

g. Facility maintenance procedures and schedule

h. Equipment inventory

i. Inspection procedures and schedule

j. Contractor corporate office support staff and their duties

k. Company personnel policies, including Affirmative Action Plan

l. Procedures for exception tickets (lost ticket, promise-to-pay, refusal-to-pay, etc.)

m. Emergency procedures (to include both natural and man-made events)

n. Ethical standards

o. Safety policies and training schedule

p. Alarm procedures

q. Graffiti abatement

r. The Contractor shall provide in-service training programs for its employees who work at any of the Parking Facilities in their respective job duties. A copy of the written training procedures for all employee classifications shall be submitted for review and approval to the Parking

Administrator, or designee, within thirty (30) days after award of this

Operating Agreement. Thereafter, the Contractor shall make necessary revisions on an as-needed basis, but at least on an annual basis, submitted to and approved, in writing, by the Parking Administrator, or designee.

Exhibit A-1 – OPTION 1 – SOW 17 | P a g e

7.2 General Training

Contractor shall

a. Establish in-service training programs for its employees who work at any of the Parking Facilities in their respective job duties.

b. Train all of its employees prior to being assigned for service in the Parking

Facilities. The employee(s) shall complete this training within ten (10) days of their hire date. Manager shall notify the City of completion of training of each employee within twenty-four (24) hours of said completion.

c. Conduct employee training sessions quarterly. These sessions should include topics such as but not limited to customer service training, operating cash management systems, diversity, equity, inclusion and belonging (DEI+B) training, safety, etc.

7.3 Customer Service Training

Contractor shall provide Customer Service Training as follows:

a. The Operations/General Manager shall also be responsible for ensuring that all employees who have public contact have appropriate customer service training.

b. For new employees, training in the Customer Service Training Program shall be a mandatory part of the orientation, and each employee must complete the training within the first 10 days of employment.

c. All employees shall be required to complete a documented refresher course on a minimum annual as needed basis.

d. The Customer Service Training Program and curriculum shall address the following objectives:

i. Increasing customer service skills, specifically increasing abilities in both verbal and non-verbal communication with customers by providing standard greetings, ways to deal with conflict, and resources to consult when asked questions beyond their knowledge; and

ii. Expanding knowledge of downtown events, businesses, and services available within a two-block radius of each Parking

Facility.

7.4 PARCS Training

Contractor and its personnel shall be trained in the proper use of the PARCS and related software, and maintain the ability to generate comprehensive reports including the following, and any other reports requested by the City:

a. Daily event log

Exhibit A-1 – OPTION 1 – SOW 18 | P a g e

b. Shift reports

c. POF reports

d. Transaction reports

e. Credit card reports

f. Exception reports

g. Validation reports

h. Outstanding ticket reports

i. Daily and monthly summary reports

j. Activity and use report

k. Monthly revenue reports

l. Flash cloud base reports

City shall have access to the parking equipment at all times.

7.5 Revenue Control Equipment Training

The Contractor shall also train its employees on the proper use of all Revenue

Control Systems. Such training shall include, but not be limited to, the following:

a. Processing Transactions/Tickets (including pre-pay and post-pay transactions).

b. Creation, processing, and reconciliation of validations.

c. Processing Exception Tickets, including lost ticket, ISF, unreadable validation and unreadable tickets.

d. Setting vehicle counts (including for reserve and non-reserve occupancy in parking facilities).

e. Programming parking rates (including pre-pay and flat fee rates).

f. Activating and deactivating parking access cards.

g. Installing tickets & receipt tape in equipment.

h. Collection and reconciliation of revenue from equipment following the

City’s Cash Handling Policy, attached hereto as Exhibit F.

i. Producing system reports (i.e. event/alarm reports, parking access card reports including active parking cards, pass back, active cards, paid and unpaid parking cards; cashier transaction reports as needed to review exception, prepay and other activity as needed; cashier shift, facility daily and month end reports as needed and validation activity report - revenue reduction report).

j. Performing routine maintenance and minor repairs.

Exhibit A-1 – OPTION 1 – SOW 19 | P a g e

8 Additional Services Contractor shall provide all services in a manner commensurate with the highest professional standards by qualified and experienced personnel. All services shall be provided directly by the Contractor, and no subcontract may be entered into without the prior written approval from the City.

8.1 Validations & Coupons

Contractor shall provide parking validations and parking coupons to the City as requested within 24 hours.

8.2 Monthly Parking

The Contractor will administer the monthly access card program where applicable. This includes activating/deactivating cards, invoicing cardholders, distributing cards, maintaining a waiting list, and collecting on all accounts. The Contractor will maintain detailed records of any transactions, inventory, or revenue at the City parking facilities and provide them to the

City upon request. These records shall include, at a minimum, but not limited to, any items customary to the parking operations industry, such as monthly keycard reconciliations, receipts and payment records, and monthly parking applications.

The Contractor shall manage the monthly parking functions, including a web-based platform for the purchase of monthly and annual beach lot permits.

Once Contractor takes over monthly parking responsibilities, maintain a credit card authorization account for monthly parking revenue.

Contractor shall also maintain and manage a waiting list for monthly keycards and operation of City Parking Programs, including the processing of parking validations and permits.

8.3 Annual Passes

The City offers several annual passes at select beach lots. Contractor will be responsible for the sale, issuance, reporting and collection of fees of these passes via in-person and online via the City’s portal. See Exhibit C for list of lots for which annual passes are issued.

8.4 Special Events

Event producers and film companies use parking facilities, primarily the beach, Civic Center garage, and Pier lots, throughout the year. Contractor staff may assist with booking events or commercial uses, issuing use permits, and collecting fees. Contractor staff handles on-site set up including directing traffic, sectioning off reserved areas, and ensuring City procedures are followed and parking lot is used as spelled out in the booking documents.

Exhibit A-1 – OPTION 1 – SOW 20 | P a g e

Contractor may also assist with event permit and special commercial use compliance monitoring, including coordinating with Special Events and

Filming Staff, City Code Enforcement staff, and Police and Fire Department staff.

a. Contractor shall develop and implement Special Event parking plans as specified by the City; provide mobile app and web-based platform for purchasing parking ahead of event dates.

b. Contractor is required to provide a web-based service for pre-sale event parking. City of Long Beach has multiple large-scale events each year, such as but not limited to the Marathon, Grand Prix, and 4th of

July. City manages tens of thousands of vehicles parked during these events. Web-based pre-sale parking is a solution that the City currently uses to effectively allocate event transient parkers. Contractor must propose the transaction cost, including credit card processing costs, in its proposal. Solutions must include a barcoded or QR-coded printout with directions and/or map to the parking facilities. Contractor must provide samples and screen shots of the proposed solutions.

Subcontractor services will be accepted.

c. The Contractor shall provide the Parking Administrator, at least five (5)

Business Days prior to a Special Event, a written plan setting forth operating procedures for the Special Event. The Contractor shall staff these events as pre-approved in writing by the Parking Administrator.

Expenses associated as a result of special events shall be included in the monthly operating expense report for the particular facility but categorized as separate items. Preapproval of unusual expenses such as apparel/uniforms must be approved in writing by Parking

Administrator before purchase. Contractor shall cooperate with appropriate City personnel in the coordination of the Special Event with regards to traffic flow into, within and out of each Parking Facility, including without limitation, setting up and removing barricades, cones, signs, or other equipment.

d. Below are descriptions of premier events hosted by the City:

i. Long Beach Grand Prix (April) – 3 days (typically Friday through

Sunday) of activities including Formula E, Drift, and Grand Prix.

Historically, Contractor has sold special passes for multiple facilities, see Exhibit M for more details. Attendance regularly exceeds 200,000.

ii. Long Beach Marathon (October) – Marathon held in Long Beach with approximately 20,000 participants.

Exhibit A-1 – OPTION 1 – SOW 21 | P a g e

iii. See Exhibit M for a full list of events. Proposers are advised that the events, dates and facilities are subject to change.

e. The City plays regular host to different filming activities as well. Other special events (smaller) can be found here:

http://www.filmlongbeach.com/event-calendar/list-view.

f. OPTIONAL: The contractor may include in its proposal, traffic circulation planning services, and resources related to ensuring smooth flow of traffic as vehicles enter and exit the City seeking parking in relation to large events and on high volume summer weekends. These services are proactive in nature to assist the City with routine planning and staffing for high volume parking days that compliment required services outlined in this RFP for special events and traffic circulation.

8.5 Valet/Attendant Assisted Parking Services

The City may, during the term of the Agreement, request the Contractor to provide valet parking services. In the event that the City desires to request the

Contractor to provide valet parking services, it shall send a written notice of intent to the Contractor. In the event that the Contractor elects not to provide valet parking services, or if City and Contractor do not reach an agreement regarding the adjustments to the Operations Fee or required amount of insurance, the City shall have the right to select another vendor to provide these services. The Contractor shall agree to fully cooperate with the selected vendor.

9 Marketing The Contractor may not place any advertising on parking lots or uniforms, except the firm’s own logos or symbols, which identify the firm under contract and its personnel as employees of the firm, all of which are subject to prior approval by the City. The City may also require messaging be placed on the back of all parking tickets and other public information, such as an anti-litter logo.

10 Collection and Handling of Revenue

10.1 Revenue Collection

The Contractor shall collect parking revenues from the public for daily parking

(including pay-on-foot machines), monthly parking permits, annual permits, keycards, and validation sales. “Gross revenues” include all revenue generated from City parking facility operations, including, but not limited to, parking fees collected by the Contractor from the daily parking of vehicles, Exhibit A-1 – OPTION 1 – SOW 22 | P a g e parking permit revenue, and special user fees. “Gross revenues” is also defined as the cash register total for each shift at each City parking facility.

See additional information under Revenue Control section below.

10.2 Revenue Control System

The Contractor shall properly operate all components of the Revenue Control

System, Parking Guidance System, security monitoring devices, and fire suppression equipment in the Parking Facilities.

10.3 Transient Parking

Pay-on-foot Program: Exhibit C shows which parking facilities contain pay-on-foot machines for transient Customers. Pay-on foot machines may be added or deleted from the Parking Facilities as City sees fit. The Contractor shall operate and manage these Parking Facilities as follows:

a. On a schedule proposed by the Contractor, and approved by the

Parking Administrator, the Contractor shall collect all parking fees deposited into the pay-on-foot machines.

b. Pay-on-foot revenue shall be counted in dual custody, and a bank deposit slip for each pay-on-foot revenue box shall be completed.

Supervisory staff shall secure the deposit in a drop safe.

c. The Contractor shall provide the Parking Administrator with reports and audits of the pay-on-foot parking program.

d. The Contractor shall operate the pay-on-foot Parking Facilities as cashiered Parking Facilities if requested by the City.

e. The Contractor shall use the collection procedures approved by the

City for collecting from pay-on-foot machines.

10.4 Tickets

The Contractor shall be responsible for custody, control, and safekeeping of the necessary parking tickets for payment parking.

a. The Contractor shall, at all times, be able to account to the Parking

Administrator for each parking ticket issued.

b. All tickets must be stored and safeguarded for the term of the agreement.

c. Any parking ticket that the Contractor cannot account for to the satisfaction of the Parking Administrator shall be deemed to have been issued by the Contractor to a Customer.

d. The Contractor shall ensure that each Customer entering a Parking

Facility is issued a parking ticket. The Contractor shall issue such parking tickets manually at those Parking Facilities when such machines are not functioning properly.

Exhibit A-1 – OPTION 1 – SOW 23 | P a g e

e. At those Parking Facilities where the Customer pays the parking fee upon exiting the Facilities, the Contractor shall, at the time such

Customer exits, collect and retains the parking ticket issued upon entry.

All such parking tickets shall be placed in transaction order in a locked box. The Contractor’s audit staff will open the locked box and verify the transaction order.

f. The Contractor shall be responsible for accounting for each…