Parking Management Scope of Service_final.docx

City of Idaho Springs Scope of Service Parking Management Services

1. Definitions.

a) "Ambassador” means an employee of the contracted firm tasked with enforcing parking regulations and providing associated customer services to visitors, businesses and residents of the City of Idaho Springs.

b) “City Resident” refers to an individual residing within the Idaho Springs City Limits.

c) “County Resident” refers to an individual residing outside the Idaho Springs City Limits but inside Clear Creek County.

d) “Guest” refers to an individual staying or visiting a City resident for a short period of time.

e) “Parking Facilities” means public areas set aside for the parking of vehicles. This includes parking lots with stalls and on street parking spaces including areas set aside for the loading and unloading of vehicles.

f) “Parking Zones” means designated areas of the City with specific rules and regulations regarding the parking of vehicles.

g) “Paid Parking Zone” refers to the managed public parking areas in the City.

h) “Residential Zone” refers to the managed parking areas managed by the Contractor with City Resident Only parking.

i) “Customer” refers to an individual who pays to park in the Paid Parking Facilities in the City.

j) “Employee” refers to an individual employed by a local business located in or near the Paid Parking District in Idaho Springs.

k) “Summons” means a citation issued by the City’s Code Enforcement Officer for violation of the rules and regulations regarding the parking of vehicles in the City.

l) “Gross Parking Revenue” means all revenue collected by the Contractor in connection with the operation of the Parking Facilities.

m) “Transaction Fees” means all fees charged by credit or debit card processing institutions or to third parties levied, rated, charged, assessed, or required to be collected and paid by customers using the Parking Facilities.

n) “Net Managed Parking Revenue” means all time-based parking revenue collected by the Contractor in connection with the operation of the Parking Facilities minus Transaction Fees.

o) “Net Violation Revenue” shall mean all revenue collected by the Contractor for violation of the City’s Parking Plan minus Transaction fees and costs associated with collection. This revenue will be collected annually. The Contractor shall provide the City a list of all fees associated with collection.

p) “Taxes” means all transactional value, ad valorem, sales and use taxes, rates, charges, or assessments levied, rated, charged, assessed or required to be collected or paid in the operation of the Parking Facilities.

q) “Warning of Violation” (Warning) means a written notice placed by an Ambassador on the windshield of a vehicle parked in violation of the City’s Parking Plan that contains: (1) a reference to the Parking Plan section violated; (2) time, date and location of the violation; (3) description of the vehicle including the License Plate information; (4) notice that there is no fee for the warning.

r) “Notice of Violation and Fee” (Violation) means a written notice placed by an Ambassador on the windshield of a vehicle parked in violation of the City’s Parking Plan that contains: (1) a reference to the Parking Plan section violated; (2) time, date and location of the violation; (3) description of the vehicle including the License Plate information; (4) notice of amount of the Parking Violation Fee due; and (5) instructions on where and when the Fee must be remitted to avoid the late fees and initiation of further legal process.

s) “Grievance” means a cause of distress to a user of the parking facilities caused by a dispute regarding a Violation issued by the Contractor or by another unsatisfactory quality or condition of the Parking Facilities or Ambassadors.

2. Accounting for Gross Parking Revenue, Record of Disbursements and Controls.

a) Gross Parking Revenue: The Contractor shall install and maintain an accurate and efficient accounting system for Gross Parking Revenue of the Parking Facilities approved by the City. All records pertaining to Gross Parking Revenue including without limitation, monthly parking records, violations issued by the Contractor, coupon and validation sales and redemption records, daily reports and deposit slips shall be available for examination and audit to the City and its authorized representatives upon seven (7) days written notice by the City to the Contractor.

b) Record of Disbursements: The Contractor shall install and maintain at its main office an accurate and efficient accounting system for disbursements of the Parking Facilities. Such system shall evidence all monies disbursed by the Contractor with respect to the management of the Parking Facilities. All records pertaining to disbursements shall be maintained by the Contractor and shall be available to the City and its authorized representatives for examination and audit upon seven (7) days written notice by the City to the Contractor.

c) Controls: The Contractor shall install and maintain a system of internal controls covering income and expenses.

3. City Deliverables.

a) Before 12:00 P.M. on the Thursday before the second Council meeting of the month (regularly the fourth Monday), the Contractor shall give the City a report with statistics and analysis for the preceding calendar month setting out information required by the City in a manipulable format:

i. Total Number of Daily Transactions in the Parking Facilities, Daily Revenue, Average Transaction Amount, Average Length of Stay per Transaction.

ii. Total number of Warnings and Violations issued by Ambassadors.

iii. Total number of Warnings and Violations issued in error and/or voided.

iv. Total number of Violations collected, forgiven, and sent to Collections by the Contractor.

v. Total number of uncollected Violations turned over to the City by the Contractor.

vi. Gross Parking Revenue collected by the Contractor in connection with the operation of the parking facilities, broken down by category (hourly payments, citations, etc.) along with any other revenue sources not specifically mentioned herein.

vii. Total transaction fees charged.

viii. Total Net Parking Revenue & Net Violation Revenue.

ix. Total number of Active Residential Permits, broken down by the following demographics:

1. City Residents

2. County Residents

x. Total number of active Employee Permits

xi. Total pay transactions by kiosk and mobile website

xii. Pay parking revenue total by location

xiii. Parking lot occupancy by lot and block

b) All monthly reports should include a comparison to the previous year.

c) Log of Grievances received regarding the parking facilities and their resolution.

d) Call and email log detailing all customer interactions including the customer inquiry and resolution provided.

e) Work done by City Staff in relation to the administration of Paid or Permitted Parking Management, or in relation to the installation, maintenance, and upkeep of required elements of the paid parking system shall be charged to the Contractor at a rate of $50.00 per hour.

4. Meetings. The Contractor shall meet with City Staff and Elected Officials monthly for the purpose of reviewing all matters pertinent to this agreement. The Contractor shall also present at least annually to City Council a report regarding the management of the Parking Facilities, to include review of all matters pertinent to this agreement.

5. Parking Facilities. The Contractor shall manage Paid Parking and Residential Parking Zones of the City defined in the City’s Parking Plan by the terms of this agreement. These parking zones are subject to change as deemed necessary by the City.

6. Signage. The Contractor agrees to pay for, install and maintain all instructional signage required by the City for the Parking Facilities. The signage will be branded as required by the City, and the City and the Contractor agree to work together to secure all governmental approvals and permits required for such signage.

a) The Contractor agrees to install and update all signage related to the parking facilities regarding hours of operation, cost, and other information.

b) Work done by City Staff in relation to the installation or updating of signage for parking management shall be charged to the Contractor at a rate of $50.00 per hour.

7. Hours of Operation.

a) Paid Parking Zone: Paid Parking shall operate in the Paid Parking Zone during the hours of operation each day or at other times as determined to be necessary by the City.

i. The Contractor will provide the Idaho Springs Police Department with the means to check vehicle registrations after hours.

b) Residential Zone: Management of the Residential Zone shall operate between the hours of 10:00 a.m. and 6:00 p.m. each day.

i. The Contractor will provide the Idaho Springs Police Department with the means to check vehicle registrations after hours.

c) The hours of operation are subject to change as required by the City and agreed upon with The Contractor.

d) To better manage parking demand, the Contractor shall explore and make recommendations to the City about dynamic pricing models based on real-time data. Such models should consider peak times, special events, and seasonal variations, with clear communication to the public about any pricing adjustments.

8. Vehicle Registration. The Contractor shall manage the registration of vehicles owned by Residents of the City and County, Guests, and other special use short term vehicle parking permits.

a) City Resident Vehicles: Residents of the City shall without limitation be able to register vehicles to park in both the Paid Parking Zone and Residential Zone.

i. City Residents who live within the Residential Permitted Zone shall be able to register short-term guests to park in the Residential Zone (permits shall last for one week). Long-Term Guests may be permitted on a longer basis on a case-by-case basis.

ii. Vehicles parked in the Resident Only Zone must be registered to a Resident of the City or to a Guest.

iii. Vehicle Registrations must be renewed bi-annually.

iv. Residents shall be able to check registration status of vehicles via email. The Contractor shall respond to these inquiries within one business day.

v. The Contractor shall send email confirmation to include make, model, license plate and expiration date of registration upon successful registration of any City Resident Vehicle.

b) County Resident Vehicles: Residents of the County shall without limitation be able to annually register vehicles to park in the East, Central, and West Parking Lots of the Paid Parking Zone of the City for 3 hours and the signed paid parking on Colorado Boulevard, at the Resource Center Lot and the Bustang Lot without limitation. After leaving the Paid Parking Zone for 3 hours that clock shall reset.

i. Registrations must be renewed bi-annually.

c) Employee Vehicles: Verified Employees of downtown businesses shall be eligible to park for free along the back wall adjacent to Interstate 70 in the City parking lots, the Bustang lot, the Resource Center lot, and in paid parking spaces along Colorado Boulevard. Registrations must be renewed every 3 months and include verification of employment.

d) Authorized representatives of the City must have access to the Contractor’s database as well as authorization to add/modify permits, view outstanding Violations, view Grievances, and other functions as deemed appropriate by the Contractor and the City.

9. Staffing and Grievances. The Contractor shall employ at the Parking Facilities honest, competent, and courteous personnel capable of managing and maintaining the Parking Facilities in accordance with the terms and conditions such that the Parking Facilities shall be operated in a first-class manner.

a) Hiring: The Contractor shall advertise all open positions for employment in the City of Idaho Springs locally, in the following mediums:

i. On the Park Idaho Springs Website

ii. In the Clear Creek Courant

iii. Other mediums that may be dictated by the City.

b) Staffing Levels: The number of persons employed at the Parking Facilities by the Contractor shall be satisfactory to the City and shall be increased or decreased as required by the City. The Contractor shall work with the City upon request to provide additional staffing for special events.

c) The Contractor shall provide an employment schedule to the City on Monday of Each Week.

d) Ambassadors play a crucial role in enforcing parking regulations and assisting the public. Comprehensive training programs shall be established, focusing on customer service, conflict resolution, and knowledge of local and historical nuances. Records of certifications shall be provided to the City for every Ambassador working in Idaho Springs.

e) The Contractor will have a customer-facing office within City Limits with dedicated supervisory personnel presence employed by the Contractor during paid parking hours.

f) The Contractor will have a dedicated customer service phone line and email address. Inquiries received by 12:00 p.m. will be returned on the same business day they were received. Inquiries received after 12:00 p.m. will be returned on the following business day.

i. Failure to meet these response times shall not constitute a breach of this Agreement until the 4th occurrence in a calendar month.

g) Personnel shall be screened by the Contractor before hiring and shall be employed, disciplined, discharged, promoted, and directed in the performance of their duties by the Contractor, including in accordance with all applicable regulations. All personnel providing services hereunder shall be and remain, at all times, employees of the Contractor and shall not be considered the employees or agents of the City for any purpose. The Contractor shall provide all necessary executive and supervisory personnel who are not stationed at the Parking Facilities but are required for the proper management of the Parking Facilities.

h) Criminal Background Check and Drug Screening must be completed for each employee.

i) The Contractor’s employees shall present a clean, neat, professional, and easily recognized appearance as an Ambassador. The Contractor shall provide each employee with an identification badge with the employee’s name, photo, and the Contractor’s Logo. The identification badges shall be worn or attached to an outer garment when the employee is performing services under this contract.

j) The Contractor shall negotiate and obtain any necessary labor agreement.

k) The City shall have the right to require the removal of any employee from the Parking Facilities whose conduct shall not reasonably satisfy the City.

l) The Contractor agrees to handle and record in a prompt and courteous manner all Grievances by Customers of the Parking Facilities pursuant to the following protocol:

i. The Contractor shall monthly provide a log to the City of complaints received. That log shall consist of the related Violation number (if applicable), the name of the complainant, their complaint, and a brief note regarding how the complaint was resolved.

ii. The Contractor shall respond to complaints from the public within one business day. The Contractor will not charge late fees of any kind for any Violation for which there are Grievances in which it cannot be documented that there was a response within that time period. The Contractor will log and report complaints to the City.

iii. The Contractor shall respond to complaints regarding Residential Parking Zones on the business day they were received. Complaints received after-hours or on weekends will be answered on the next business day before 12:00 pm.

m) In the case that the Contractor is not able to resolve a complaint in a timely fashion, they will notify the City in writing of the complaint, the nature of the complaint, as well as the name and contact information of the complainant.

n) The Contractor shall establish and maintain a transparent feedback mechanism for residents and visitors to report concerns and provide suggestions regarding parking management. This includes regular engagement with the community through public meetings, surveys, and digital platforms.

10. Rates.

a) Rates for parking will be set by the City and are subject to change by agreement between the City and the Contractor. Parking fees will be documented in the City fee schedule.

b) The City shall provide parking pricing by location to the Contractor no later than sixty (60) days in advance of each season during the Term. The Contractor is responsible for updating pricing in the kiosks and all other point of sale locations including but not limited to online sales and mobile applications. The City reserves the right to adjust pricing at any time provided the City communicates such changes to the Contractor in writing with at least thirty (30) days advance written notice. Notwithstanding, if the City elects to reduce pricing that results in a material reduction in Gross Revenue, the City and the Contractor agree to negotiate in good faith an adjustment to the Management Fee such that the Contractor’s profitability is not negatively impacted by such price reduction.

11. Enforcement. The Contractor shall cooperate with the City in enforcing parking regulations related to the parking facilities as designated by this agreement and the City’s Parking Plan.

a) Parking Violation Process: The process for parking violations issued by the Contractor in the parking facilities designated by this contract shall be as follows:

i. Upon identification of a violation of the rules of the Parking Facilities, Ambassadors are authorized to properly complete and leave a Notice of Violation and Fee on the windshield of the offending vehicle.

ii. The Contractor shall generate a report that includes the following information:

(a) Make and Model of Vehicle

(b) License Plate Number

(c) Picture of Violation

(d) Description of Violation

iii. If a Parking Violation Fee remains unpaid by the deadline provided in the Notice of Parking Violation and Fee, the Contractor has the right to refer the violation fee to a collection agency.

iv. The Contractor shall make every reasonable effort to resolve any errors or disputes that occur in the issuance of parking violations.

v. If the Contractor is unable to resolve a dispute, persons receiving a parking violation for a vehicle shall have the right to appeal the violation to the Idaho Springs Municipal Court by submitting an explanation of the dispute and a copy of the violation to the Court Clerk. The Court Clerk and City Prosecutor will then review and attempt to resolve any disputes after the regularly scheduled Municipal Court on the third Thursday of each month. The Contractor shall cooperate with the City in providing any information that the Court Clerk and City Prosecutor may request in their efforts to resolve disputes and shall suspend any late fees and collection efforts during the review process.

vi. Persons receiving a parking violation for a vehicle reserve the right to request a hearing in Municipal Court for disputes that are not resolved to their satisfaction by the City Prosecutor.

12. Equipment. The Contractor will install in the Parking Facilities sufficient modern and working equipment in the Parking Facilities to manage paid parking. Additionally, the Contractor will outfit Ambassadors with equipment necessary to ensure vehicles parked in the Paid Parking Zones are properly registered. All equipment will be installed at the Contractor’s expense. The Contractor must present a technology solution that adequately enforces parking rules and is subject to change at the discretion of the City.

a) The City reserves the right to require the Contractor to provide supplementary equipment to the Idaho Springs Police Department as necessary to assist with after-hours enforcement.

b) The City reserves the right to require the Contractor to replace equipment related to the Parking Facilities deemed faulty or obsolete by the City.

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