Parking Operator RFP FINAL BID NET DOCUMENT (3).pdf

SOLICITATION RFP–OCAT–2505

REQUEST FOR PROPOSALS:

MANAGEMENT SERVICES FOR AIPORT PARKING AND SHUTTLE BUS

OPERATIONS

i

REQUEST FOR PROPOSALS:

MANAGEMENT SERVICES FOR AIRPORT PARKING AND SHUTTLE BUS

OPERATIONS

TABLE OF CONTENTS

SPECIAL PROVISIONS

1. INTENT:

2. PROJECT OVERVIEW:

3. BACKGROUND:

4. PRE-PROPOSAL MEETING/SITE VISIT:

5. ESTIMATED TIMELINE:

6. PROPOSAL SUBMITTAL REQUIREMENTS:

7. ADDITIONAL REQUIREMENTS AND INFORMATION:

8. SELECTION PROCESS:

9. TERMS AND CONDITIONS:

ATTACHMENT A-1 – SERVICES

ATTACHMENT A-2 – OPERATIONAL STANDARDS

ATTACHMENT A-3 – TRUST PROVIDED EQUIPMENT

ATTACHMENT B-1 – PARKING AREAS

ATTACHMENT B-2 – STORAGE AND MAINTENANCE ROOM

ATTACHMENT B-3 – BUS BARN

ATTACHMENT B-4 – TOLL-BOOTH

ATTACHMENT C-1 – MANAGEMENT FEE

ATTACHMENT C-2 – BUDGET

ATTACHMENT C-3 – MAX WAGES

ATTACHMENT C-4 – OPERATOR STAFF

ATTACHMENT D – PROPOSED MANAGEMENT SERVICES AGREEMENT

ATTACHMENT E-1 – TRANSACTION AND REVENUE RECAP

ATTACHMENT E-2 – REVENUE HISTORY BY MONTH

ATTACHMENT E-3 – REVENUE HISTORY BY YEAR

ATTACHMENT F – PARKING RATE SCHEDULE

ATTACHMENT G – SAMPLE FORMS

RFP-OCAT-2505- Airport Parking and Shuttle Bus Operator

SPECIAL PROVISIONS

1. INTENT:

The Oklahoma City Airport Trust (“Trust”) is requesting proposals (“RFP”) from qualified firms (“Proposer(s)”) to provide Management Services for the Trust’s Airport Parking and Shuttle Bus Operations Program as described in Attachments A-1 (“Services”) and A-2 (“Operational Standards”). This is not a parking concession solicitation. The parties will negotiate and enter into a Management Services Agreement (“Agreement”) which shall be in effect commencing on the Agreement’s Effective Date. The Agreement will be for a duration of four (4) years with the option to renew for two (2) additional 3-year periods, unless otherwise agreed to by the parties. A copy of the proposed Agreement to be entered into by the parties is included here as Attachment D.

2. PROJECT OVERVIEW:

The Trust is soliciting for a single Proposer to professionally and expertly manage the Services at OKC Will Rogers International Airport (“Airport”). The parking operation serves the Airport terminal building for enplaning and deplaning passengers and accommodates guests and visitors.

The Trust will supply Operational Vehicles and the Operational Vehicles’ preventative maintenance, fuel, and equipment as listed in Attachment A-3. The Trust will supply the Parking Revenue Control System (“PARCS”). The Trust will pay a management fee and reimburse approved operating costs and expenses to the successful Proposer.

The successful Proposer will supply all of its own employees, labor, supervision, small tools, some equipment, supplies, and all other items necessary to successfully fulfill the requirements set forth under the Agreement. The successful Proposer will be responsible for maintaining cleanliness across all Operational Vehicles and Premises, including, but not limited to, debris removal, surface cleaning, and trash collection. The successful Proposer will be responsible to power wash the garages at least once per year and as needed to maintain cleanliness. The successful Proposer will also be responsible for snow and ice removal in the Parking Areas, Attachment B-1, as needed.

The successful Proposer will collect the parking fees for the Trust at Trust’s established rates and remit all money collected back to the Trust. The current parking rates and charges are attached as Attachment F. Adjustments to the Trust’s parking rates may be approved by the Trust at any time the Trust deems such an action is appropriate. The Trust has the sole authority to establish parking rates. The successful Proposer will have no authority to establish parking rates.

The Airport currently has 8,085 public parking spaces available in the following areas:

Two-Story Garage – 1st floor: Yellow - Hourly 257 spaces Two-Story Garage – 2nd floor Yellow -

Premium 207 spaces

Five-Story Garage Blue Garage 1,292 spaces Five-Story Garage Red Garage 1,501 spaces Canopy Surface Lot Covered South 527 spaces

Canopy Surface Lot Covered North 614 spaces Surface Lot Long Term 2,415 spaces Surface Lot Economy 1,272 spaces

The successful Proposer will be responsible for operating multiple parking management systems, to include but not limited to PARCS with 40 entry and exit columns, a parking space count system in the garages, a dynamic wayfinding signage control system, a License Plate Inventory System, and a parking reservation system.

The successful Proposer will be required to provide and maintain a shuttle bus video and audio monitoring system. This system must include interior and exterior views capable of recording and storing footage to assist in monitoring driver behavior, investigating and responding to customer complaints, documenting incidents and accidents, and supporting overall safety, security, and service quality objectives.

The successful Proposer will be required to engage a primary credit card processing company to provide equipment and accept all electronic payment transactions. The successful Proposer shall also secure a secondary credit card processing company to be used in the event of any technical issues preventing payments with the primary provider. Both credit card processing companies shall be Payment Card Industry complaint. The Trust will reimburse the successful Proposer for costs associated with both credit card processing companies. However, the Trust reserves the right to request and review copies of any related agreements to verify that transaction pricing is fair and reasonable.

3. BACKGROUND:

A. The Oklahoma City Airport Trust:

The Trust is a public trust that was created in 1956 by the City of Oklahoma City (“City”) to operate the City’s three airports. The City owns the Airport land and the Trust exclusively leases, operates and maintains the Airport and its buildings. The City is the sole beneficiary of the Trust, and the Trust exclusively operates and manages all three airports in the Trust’s system. The Trust is a separate entity from the City. The Airport is a Part 139 commercial passenger service airport serving the City and the nine surrounding counties.

B. Passenger and Visitor Traffic:

The Airport terminal building is open to the public 24 hours per day, seven days per week.

At present, high traffic hours for passengers and visitors generally occur between the hours of 4:00 a.m.–8:00 a.m., 11:00 a.m.–1:00 p.m., 3:30 p.m. – 7:00 p.m., and 11:00 p.m. – 1:00 a.m., although many flights are scheduled at non-peak times as well. Fall and Spring Breaks, summer travel during the months of June through August, Thanksgiving, and Christmas holidays are also high demand time periods.

C. Airline Arrivals and Departures:

The Airport currently handles approximately 4.6 million total passengers per year, serving more than 25 cities with non-stop service by the Airport’s seven (7) major carriers, which includes Alaska, Allegiant, American Airlines, Delta, Frontier, Southwest, and United.

D. Historical Airline Passenger Activity

Fiscal Year Enplanements Deplanements Total 2024 2,257,487 2,262,957 4,520,444 2023 2,104,100 2,111,623 4,215,723 2022 1,903,178 1,901,837 3,805,015 2021 1,170,373 1,166,231 2,336,604 2020 1,630,659 1,643,871 3,274,530 2019 2,204,113 2,201,818 4,405,931 2018 2,072,135 2,069,407 4,141,542 2017 1,880,480 1,881,054 3,761,534 2016 1,867,336 1,873,498 3,740,834 2015 1,886,219 1,883,844 3,770,063

E. Parking Revenues:

The Trust’s total net parking revenues for the Parking Areas for the last ten (10) fiscal years (July 1 through June 30) are as follows:

2024 $21,109,641 2023 $17,238,788 2022 $15,382,330 2021 $8,522,799 2020 $12,911,923 2019 $14,540,397 2018 $13,244,922 2017 $11,758,033 2016 $10,739,480 2015 $11,040,207

Additional historical parking revenue and transaction information is included in Attachments E-1, E-2, and E-3.

F. Project Specific information:

The Airport’s parking operations utilize a variety of systems to manage parking availability and enhance the passenger experience. The Trust installed PARCS in 2018. In 2024, the Trust replaced its pay-on-foot machines with a mobile pay option. Additionally, the Airport plans to implement a reservation system in 2025.

Alongside the PARCS equipment, the Trust uses a space counting system in its garages.

This system provides real-time parking availability through entrance signage displaying the number of open parking spaces by floor. Within the garages, the space counting system includes parking guidance signage on each level, as well as lighted space indicators for individual parking spaces in the Blue Garage.

The Trust utilizes dynamic signage at each parking entrance to inform passengers of availability or closures. Dynamic signage is located approximately one quarter of a mile prior to the entrances and continues through to the entrance itself for Premium, Garage, and Long-Term Parking Areas to provide early notifications, allowing drivers to make informed decisions and choose alternative Parking Areas if needed.

There are two (2) level 1 Electric Vehicle Charging Stations (“EV”) in the Premium Parking Area that were installed and maintained by the current Operator. The successful Proposer will be required to provide and maintain an equivalent or improved level of EV, depending on available infrastructure by installing new EV. EV service must be provided at no cost to Airport customers.

4. PRE-PROPOSAL MEETING/SITE VISIT:

A mandatory pre-proposal meeting and site visit will be held on September 12, 2025, at 1:30 p.m.

CT, at Department of Airports, 7100 Terminal Drive, Oklahoma City, Oklahoma 73159 in the Osage Conference room located on the second floor of the main terminal building at the Airport.

The site visit to view the location is mandatory and will occur directly after the mandatory pre-proposal meeting. The purpose of the meeting and site visit are to explain and answer any questions concerning the RFP, tour the location, and to receive any requests for amendments to the RFP as suggested by interested Proposers. The Trust makes no assurances that any such requested amendments will be incorporated into the RFP.

In order to ensure Proposers have credit for attendance at the beginning of the pre-proposal meeting and at the end of the site visit, Proposers’ designated representatives will be required to sign in and provide identification information to the Trust’s designated representative conducting the mandatory pre-proposal meeting and site visit. Failure to attend the mandatory pre-proposal meeting and site visit, will be grounds for dismissing the proposal from consideration.

The Trust is not bound by any oral statements made at the meeting. Any changes to the request for proposal documents and terms and conditions contained herein are only effective when made by written addenda to the RFP.

5. ESTIMATED TIMELINE:

EVENT DAY DATE TIME

Request for Proposals Issued Friday 8/29/2025 10:00 a.m.

Mandatory Pre-Proposal Meeting Friday 09/12/2025 1:30 p.m.

Question Period: Questions Due from Proposers Friday 09/24/2025 5:00 p.m.

Proposals due to the City Clerk’s Office Wednesday 10/15/2025 4:00 p.m.

Interviews/clarifications, if desired by Trust TBD TBD TBD Estimated Selection/Award of Agreement Thursday 12/18/2025 9:00 a.m.

Note: Except for the Proposal due date, all dates are tentative and subject to change. All times are Central Time (CT).

6. PROPOSAL SUBMITTAL REQUIREMENTS:

The Proposer shall provide a detailed written proposal with accompanying information that demonstrates the Proposer’s capability to meet the requirements as requested. The Proposer’s response shall address each section below and each section shall be identified to ensure the RFP Selection Committee considers the same information on each proposal. Each section below shall be identified and presented in the exact same order.

A. Cover Letter:

Identify the legal name of the proposing firm, describe the ownership/type of corporate structure (include the name of any parent company), Federal Tax ID, include the Proposer’s complete address, phone number, and e-mail address. Indicate whether the firm is privately or publicly held, state of organization for the entity, and if Proposer is authorized to do business in the State of Oklahoma. The letter must be on a business letterhead and signed by an authorized agent who can legally bind the Proposer.

B. Proposer Firm History:

Provide detailed information regarding the number of years the company has been in business and the history of the company for the past five (5) years. Discuss any actual or anticipated changes in the management or ownership of the firm.

C. Financial Stability:

Provide audited Financial Statements that include Balance Sheet, Income Statement, and Statement of Cash Flows. The Financial Statements will be evaluated for the company’s financial capabilities to manage and operate the services to be provided herein. This shall include, but not be limited to: Proposer’s cash flow, outstanding debt, number of days cash on hand, debt/equity ratios, ability to provide manpower when requested or necessary, ability to begin full operations on or about May 1, 2026.

D. Proposal Requirements and Proposer’s Qualifications and Experience:

Provide appropriately experienced, licensed, or certified individuals through direct employment. All personnel provided must be sufficiently trained, knowledgeable, and service-oriented personnel to efficiently and effectively manage the work requested in this RFP. All employees of the successful Proposer shall have sufficient skill and experience to properly perform the work assigned to them.

Provide detailed information regarding the performance history of the firm in the industry highlighting any airport services. If possible, cite past examples of transactions that your firm or members of your firm have been involved with, relating to the services to be provided.

Provide relevant information about your firm’s knowledge and experience, including specific personnel with Airport Parking and Shuttle Bus Operations experience that will be assigned to the project team. Proposer shall provide examples of any experience including a description of the work, cost of the project, and a list of references.

Describe the project team who will be managing Trust’s account with complete contact information, titles, office locations, and phone numbers. List the qualifications and/or resumes of the team members assigned to work with Trust and describe how your firm will ensure the project team’s availability to complete the work requested in this RFP.

E. Customer References:

Provide at least three (3) references from past or current customers using your firm’s services for similar projects as in this RFP. The Proposer shall provide the contact’s name, address, phone number, and email for all references. Proposers are encouraged to include any customer references with government agencies and airports. At least two (2) customer references must be current clients.

F. Scope of Work, Solutions, and Services:

Provide an overview describing the general approach, services to be provided, and methodology of your firm’s ability to fulfill the general functions and tasks outlined in Attachment A-1, Services and Attachment A-2, Operational Standards and as further required in this RFP. Provide a detailed proposal and response to how the Proposer will fulfill the RFP’s Attachment A-1, Services and Attachment A-2, Operational Standards.

The Proposal shall demonstrate experience – including specific examples – of providing Airport Parking and Shuttle Bus Management services and related services at comparable airports.

G. Operations and Maintenance Plan:

The Proposer must submit its proposed Operations and Maintenance Plan outlining processes for managing the Parking Areas, facilities, shuttle bus operations, and maintenance. Proposer shall include general management and customer service policies, cash control procedures, accounting and auditing procedures, employee training programs, personnel policies, staff scheduling, shuttle bus scheduling and routing, and parking area and facility maintenance plan. This plan, when agreed to by the parties, will be incorporated into the Agreement as Exhibit I.

H. Pricing for Services:

Proposer must submit its proposed pricing on the pricing forms which are available at the

RFP’s Attachment C-1 Management Fee, Attachment C-2 Budget, and Attachment C-3 Max Wages.

I. Transition Plan:

Proposer must provide a detailed transition plan for assumption of the Services by May 1, 2026. Proposer shall include a description of the type of support the Proposer’s transition teams will have, a detailed plan for hiring and training, and the timelines involved. This plan, when agreed to by the parties, will be incorporated into the Agreement as Exhibit J.

J. Exceptions to Attachment D, Proposed Management Services Agreement:

The Proposer must submit any exceptions or requested changes to the proposed Agreement with the proposal submission. Include any requested modifications and a brief explanation of the reason for the requested exception or modification.

K. Sample Forms:

The Vendor Registration Sample Forms in Attachment G must be completed by the successful Proposer prior to the Agreement award.

L. Acknowledgments and Statements:

Proposers must read and acknowledge all proposal documents in the electronic bidding system including the following:

i. Notice to Proposers

ii. General Instructions

iii. Special Provisions

iv. Proposed Agreement, which includes

a) Non-Discrimination Statement

b) Non-collusion Statement

c) Oklahoma Open Records Act and Confidential Information

v. Questions and Answers, if applicable

vi. Addenda, if applicable

7. ADDITIONAL REQUIREMENTS AND INFORMATION:

A. Clarification:

Proposers are notified to thoroughly examine the instructions, specifications and requirements as set forth in this RFP. If there is any doubt or uncertainty as to the meaning of the same, Proposers may ask for an explanation or clarification by the date identified in Estimated Timeline, through the question submittal process on BidNet.

No person is authorized to give oral interpretations of, or make oral changes to, the RFP documents. Therefore, oral statements will not be binding and shall not be relied upon.

Proposers must submit all requests for explanation, clarification or technical questions regarding this RFP or the proposed Agreement through the electronic bidding system, by the date and time listed in the Special Provisions, Estimated Timeline. Answers to all questions not already addressed in the RFP document will be provided in the form of an addenda. The RFP or its attachments may not be modified by a Proposer or their clarifications or exceptions. Further, there is no guarantee that the Trust will modify the RFP following any requested clarification or exception by a Proposer.

B. Exceptions:

Exceptions are not clarifications but are considered to be a request to remove or modify the terms of the RFP. Proposer must timely submit any exceptions to the RFP and its terms and conditions, requirements, instructions, specifications, attachments, including, but not limited to, Service which includes the procedures, scope, type, and frequency of services, in the electronic bidding system during the Proposer’s questions period, as identified in the Special Provisions, Estimated Timeline. The Proposer must timely submit any exceptions to the proposed Agreement with the Proposer’s proposal on the proposal due date as identified in the Estimated Timeline above.

Timely submission of any exception is a requirement in order for the Trust to consider the request. Submission of any exceptions will not modify the RFP or proposed Agreement.

Any Proposer exceptions may be rejected, at the Trust’s sole option. Failure to timely submit any exceptions shall be construed to mean that Proposer agrees and proposes to provide the services exactly as described, and in full compliance with all identified terms and conditions, requirements, instructions, specifications of the RFP and all other requirements identified in the RFP and its attachments, including, but not limited to the Services and Proposed Agreement.

The RFP’s terms and conditions, requirements, instructions, and all other specifications will be incorporated into the final Agreement of the parties unless agreed to otherwise in the final Agreement.

C. Addenda:

At the Trust’s sole discretion, the Trust may modify the RFP by issuing an addendum through the electronic bidding system. Trust is not bound by any oral representation, clarifications or changes unless the same is provided to Proposers in written addendum form from Trust.

It is the Proposer’s responsibility to log into the electronic bidding system to monitor any addenda that may be issued during the process. A Proposal will not be accepted if all addenda are not acknowledged through the system. No other statements or representations will be binding on Trust except those in this RFP and any written addenda issued by Trust.

D. Altering Proposals:

Proposals cannot be altered or amended after the submission deadline; however, the

Selection Committee may request clarification or additional information from any, some, or all Proposers.

E. Undue Influence:

Upon advertising this solicitation, no officer, employee, agent, or representative of the

Proposer shall have any contact or discussion, verbal or written, with any representative of Trust (i.e. Trust Officer, City Council member, or City staff) either directly or indirectly through others in which the Proposer seeks to influence any representative of Trust regarding any matters pertaining to this solicitation.

Contacts by the Proposer with Trust that do not pertain to a solicitation are exempt from this provision. Examples of these exempt contacts are:

i. Private, non-business, contacts with Trust by the Proposer employees acting in their personal capacity;

ii. Business contacts outside of this solicitation that Trust may have with the Proposer;

iii. Presentations and/or responses to inquiries initiated by Trust;

iv. Pre-proposal conferences; or

v. Discussions with the City procurement officer or departmental contact as outlined in the Clarifications section above.

If a representative of any Proposer violates the foregoing prohibition by contacting any of these parties, it may result in the Proposer being disqualified from the proposal process.

F. Order of Precedence:

In the event of an inconsistency between provisions of this RFP, the inconsistency shall be resolved by giving precedence in the following order:

i. Agreement provisions,

ii. RFP Specifications and any addendum,

iii. Notice to Proposers,

iv. General Instructions and Requirements for Proposers, then

v. Other requirements provided by Trust in the RFP packet.

8. SELECTION PROCESS:

A. Proposal Evaluation Process:

Each proposal will be independently evaluated by the Selection Committee. The Selection

Committee may make its selection based on the written proposals received, and may, at its discretion, conduct oral interviews with some or all of the Proposers. The Selection Committee will report the results of its evaluations and make its recommendation to Trust’s governing body (if required). Trust will either approve the recommended Proposer, select a different Proposer, or decline to contract with any Proposer.

B. Selection Criteria:

Proposers will be evaluated for selection based on their overall responsiveness and ability to meet listed requirements of the RFP. Emphasis will be placed on the following criteria (in no particular order):

1. Qualifications, experience and history in providing the Services specified in this

Request for Proposal at other airports or similar settings, taking into account the references provided and any past provision of services for the Trust and/or the City and/or any of the City’s other beneficiary trusts;

2. Proposer’s team members and local service support qualifications and experience providing the Services specified in this RFP;

3. Written description of Proposer’s approach to management, delivery of all Services, and any Transition Plan; and

4. Proposed Management Fee, Budget, and Max Wages for managing and operating Parking and Shuttle Bus Operations.

9. TERMS AND CONDITIONS:

The terms and conditions are more specifically described within the proposed Agreement attached as Attachment D.

RFP-OCAT-2505-Management Services for Airport Parking and Shuttle Bus Operations

Attachment A-1

ATTACHMENT A-1 – SERVICES

The Operator shall expertly and professionally provide all Services, including, but not limited to, manage the Airport’s public Parking Areas and Shuttle Bus Operations in a First-Class Manner and in accordance with the Operational Standards more specifically described within Attachment A-2. The Operator must provide continuous, uninterrupted service 24/7, including holidays and during inclement weather, to accommodate enplaning and deplaning passengers, guests, and visitors, with the ability to respond to additional flights or operational demands upon reasonable notice from the Director.

The Operator is responsible for the timely implementation of the Transition Plan, Exhibit J to the Agreement, in a First-Class Manner.

The Operator is responsible for overseeing daily parking operations, ensuring seamless and efficient customer experience in compliance with industry best practices and local, state, and federal laws, rules, and regulations. The Operator is responsible to manage Operator staff and notify the Director of any changes to Agreement’s Exhibit C-4 and obtain any applicable Director approval for those changes. This includes managing staffing to ensure optimal customer service quality and reducing transaction times for customers arriving to and departing from Parking Areas to enhance the customer’s experience. Further, the Operator shall ensure the staff provide the Services as described herein, Attachment A-2, and Attachment C-4. The Operator shall also adhere to Department of Airports’ departmental policies, including, but not limited to, parking validations, discounts, exclusive programs, and compliance with revenue control procedures and fraud prevention measures. The Operator is responsible for implementing, maintaining, and following the Operations Plan and Maintenance Plan.

The Operator is responsible for ensuring its staff provide their assigned Services, as more specifically described in the Attachment C-4.

The Operator is responsible for maintaining timely, professional, and reliable Shuttle Bus Operations Service, which includes, but is not limited to, ensuring appropriate headways in accordance with the Shuttle Bus Operations schedule in the Agreement’s Exhibit I, minimizing Shuttle Bus Operations wait times, and compliance with safety protocols. Shuttle bus drivers must assist customers with luggage, provide ADA accommodations, and follow safe driving practices.

The Operator is responsible for providing and maintaining two (2) Electrical Vehicle Charging Stations as a level one (1) or higher-level station, if infrastructure permits, within the Premium Parking Area. EV Service must be provided at no cost to Airport customers.

The Operator is responsible for providing courtesy patrol staff. Courtesy patrol staff Services are more specifically described in the Agreement’s Exhibit I and Attachment C-4. Courtesy patrol staff Services will include customer service such as assisting customers with general inquiries, battery jump starts, tire changes, assistance locating vehicles, and addressing other issues at the entrances or exits to Parking Areas when operational issues arise. Courtesy patrol staff Services will include patrolling Parking Areas to inspect, identify maintenance concerns, monitor security, and ensure safety. Courtesy patrol Services shall be provided in conformance with the courtesy patrol schedule, as more specifically described in the

Attachment A-1

Agreement’s Exhibit J. Courtesy patrol staff will log all courtesy patrol Service into the Courtesy Patrol Log more specifically described in the Agreement’s Exhibit H-2.

The Operator is responsible for conducting a nightly License Plate Inventory (LPI) using the Trust’s LPI-equipped vehicles and handheld devices. The Operator must capture every license plate in all Parking Areas, Attachment B-1, including vehicles parked head-in or backed-in, to ensure accurate revenue collection in the event of Lost Tickets. The Operator is responsible to ensure its staff assists customers in locating their vehicles.

The Operator is responsible for the cleanliness and operational readiness of Facilities, Premises, Equipment, Parking Areas, Operational Vehicles, Bus Barn, Tollbooth, parking structures, parking surface lots, parking equipment, including, but not limited to the Cashier Stations, Entry Stations, Exit Stations, and Operational Vehicles’ pickup and drop-off areas. The Operational Vehicles inspections, in accordance with the Operational Vehicles Inspections Reports’ requirements, shall utilize the Operational Vehicle Inspection Form described in the Agreement’s Exhibit G. Services include maintaining the Parking Areas’ temporary signage and barricades, power washing, trash collection, general cleaning, managing snow removal, and treating Parking Areas for icy conditions. The Operator will ensure that all Parking Areas, Facilities, and Premises are maintained to meet the highest safety and cleanliness standards. Services will include the Operator maintaining the Parking Areas’, Facilities’, and Premises’, in accordance with the maintenance more specifically described within the Agreement’s Exhibit H-1.

The Operator will create and maintain accurate records, logs, and Required Reports, including, but not limited to financial records. The Operator shall provide the Director with detailed Required Reports, logs, forms, as required and more specifically described within the Agreement’s Exhibit E, including daily reconciliations and monthly revenue summaries, and shuttle bus ridership reports. The Required Reports will provide a comprehensive view of the Operator’s staff performance, financial performance, parking operations, Shuttle Bus Operations, and Operational Vehicles safety and activity.

Attachment A-2

ATTACHMENT A-2 – OPERATIONAL STANDARDS

The Operator shall provide the Services described in Attachment A-1 in a First-Class Manner and in accordance with these Operational Standards.

1. General Standards

A. Customer Service The Operator shall ensure that all customers receive safe, reliable, efficient, and comfortable parking experience. While front-line employees such as cashiers, maintenance staff, shuttle bus operators, and courtesy patrol staff have the most direct interactions with customers, all employees must prioritize high-quality customer service. Staff shall create a welcoming environment, assist customers with inquiries, prioritize safety and comfort, proactively address any issues, and provide professional, proficient, and timely service.

B. Disabled Passengers Operator shall train shuttle bus drivers on how to properly utilize Americans with Disabilities Act (ADA) equipment and how to provide assistance to disabled passengers in accordance with the ADA or other relevant applicable laws or regulations.

C. Dynamic Wayfinding Signage Dynamic wayfinding signage must be regularly monitored for accuracy and updated immediately as the status of specific Parking Area changes, such as reaching full capacity, garage rooftop only availability, or reservations only availability. All updates must follow the guidelines in the dynamic wayfinding operations manual to ensure accurate and consistent messaging.

D. Employee Minimum Standards and Training All Operator employees must maintain effective working relationships with the public, Trust officials, and colleagues while demonstrating efficiency and effectiveness in their duties.

Employees must be able to detect and report unsafe conditions, communicate clearly via two-way radio when applicable, and be able to communicate and comprehend verbal and written instructions effectively. The majority of our customers communicate in English.

To ensure a high standard of service, the Operator must implement a comprehensive training system, including pre-assignment and in-service training programs, operating procedures manuals, scheduled instructional programs, and provide necessary training equipment.

Employees who violate Airport rules, regulations, laws, or ordinances may be removed from the premise, with their privileges revoked as necessary.

E. Gratuities Services, other than the collection of parking revenues, will be provided free of charge to the general public. Operator employees are prohibited from soliciting gratuities from passengers at any time.

F. Customer Complaints The Operator shall document all customer complaints in detail, including date, time, location, and parties involved upon receiving a complaint. The Operator must inform Landside Operations within 24 hours of receiving a customer complaint. The Operator shall conduct a thorough investigation by interviewing relevant employees and gathering necessary information and to determine an appropriate resolution to address the complaint when applicable. Once a resolution has been reached, the Operator shall notify the complainant of the investigation results and inform Landside Operations of the disposition of the investigation within two (2) business days to ensure transparency and compliance with procedures.

G. Insufficient Funds If a customer cannot provide payment at exit, the customer shall be informed of available payment options, mobile pay, cash withdrawal from the terminal building ATM, or credit card payment by phone. If the customer is still unable to pay the parking fee in full, the customer may leave;

however, their vehicle must remain in the Parking Area, accruing daily fees until the balance is paid.

H. Occupancy Counts The Operator shall conduct parking occupancy counts four (4) times daily and record the data in the Trust provided platform for an inventory of vehicle license plates and location in the Parking Areas. Of the four daily counts, two (2) shall be performed using the License Plate Inventory System (“LPIS”) vehicle, and two (2) shall be generated using the PARCS system. The counts shall occur at 7:00 am and 5:00 pm using the PARCS system, and at 11:00 am and 1:00 am using the LPIS vehicle. In the event that the LPIS vehicle and the PARCS system is inoperable or unavailable, the Operator shall conduct manual occupancy counts. During such periods, manual occupancy counts may be performed twice (2) daily instead of the standard four (4) times daily.

Occupancy counts shall begin with the Parking Area that has the highest parking fee and proceed in descending order to the Parking Area with the lowest parking fee. The Operator is responsible for ensuring all data is accurately recorded and submitted in a timely manner.

I. Operational Issues Log The Operator shall utilize the platform provided by the Trust to record and maintain documentation of all relevant operational matters. This includes but is not limited to: Parking Areas closures, reports of any property damage occurring within Parking Areas, a log of towed vehicles, and a watchlist of vehicles of concern, such as those that appear to be abandoned or otherwise warrant monitoring. The Operator is responsible for ensuring that all entries are accurate, timely, and updated as necessary to reflect current conditions.

J. Reservations Operator shall direct customers to the Airport’s website, FlyOKC.com, to make or modify parking reservations. The Operator will monitor the reservation system daily, comparing the number of reservations to the real-time parking availability to ensure sufficient space is allocated for reserved parking.

K. Smoking and Vaping Smoking cigarettes, pipes, cigars or vapes and use of chewing tobacco is prohibited in any Trust owned or leased vehicles and only allowed in designated areas on Airport property.

L. Termination of Employment Operator shall notify Department of Airports IT, within 24 hours or sooner, of the resignation or termination of any employee so that Department of Airports IT can remove former employee permissions from all systems.

M. Work Schedules Operator’s work schedules for the Shuttle Bus Operations, Courtesy Patrol, and Cashiers will provide shift coverage 24 hours a day, 7 days a week, including holidays and during inclement weather events. Operator must submit a schedule and any schedule revisions to be approved by Landside Operations, who will approve shift schedules in accordance with operational needs.

N. Uniforms Operator’s employees shall be well-groomed and professionally dressed. Employees will be in neat, clean, presentable uniforms. Employee uniforms will be without holes, tears, or excessive or unsightly repairs. Shirts will have the company’s identification logo screened or embroidered onto the uniform. Employees who will be in contact with the public in the performance of their duties are required to display their first name on their shirt. Personal hygiene should be maintained so that customers do not encounter offensive odors. Landside Operations reserves the right to reject anyone not meeting these standards and to approve any uniforms.

2. Cashiers A. Daily Operations

The Operator shall ensure cashiers process payments, assist customers, and accurately conduct financial transactions. This includes, but is not limited to, handling cash, credit, and digital payments while issuing receipts and providing change as needed. Cashiers verify parking tickets, apply discounts and Validations with supervisor approval, and address customer inquiries regarding fees, Lost Tickets, and payment issues. Cashiers must maintain accurate transaction records, reconcile cash drawers, and follow financial controls to prevent discrepancies.

B. Cash Handling The responsibility of receiving cash, the depositing of cash, and the reconciliation of the deposit shall be separated and performed by different individuals. In no case shall the person taking the cash be the same person making the deposit or reconciling the deposit. The Operator shall document and maintain records of the performed reconciliation.

3. Courtesy Patrol Operations

The Operator shall ensure that personnel are available to patrol parking facilities or respond to requests to assist customers with resolving issues and providing general assistance during their visit. Courtesy Patrol shall transport change to remote Parking Area cashiers, update open/closed signage as needed, cone and barricade Parking Areas as needed for maintenance, and position directional signs to facilitate efficient traffic flow.

Patrol personnel shall utilize the Patrol Log, Exhibit H-2, to document all duties performed during their assigned shifts. The Patrol Log must be completed accurately and in a timely manner, reflecting all activities, including, but not limited to, PARCS equipment inspections, Parking Areas patrols, and customer assistance.

B. Operational Vehicle Inspections Staff and/or Shift Supervisors shall inspect Operational Vehicles and complete the pre-trip inspection checklist before each shift. If any damage or safety issues are identified, then Operator’s staff shall immediately report issues to a Shift Supervisor and the Shift Supervisor will remove the identified Operational Vehicles from service, as needed. Should the removal of Operational Vehicles impact the Operator’s Services, then the Shift Supervisor will immediately notify Landside Operations.

C. PARCS Maintenance Courtesy Patrol is responsible for repairing broken gates and related equipment, ensuring PARCS dispensers are stocked with ticket and receipt paper stock, and performing general maintenance on ticket dispensers. General maintenance includes: loading tickets into ticket dispensers, clearing ticket or receipt jams, clearing credit card jams, and resetting gate column equipment.

D. Customer Assistance Courtesy Patrol services shall include assisting customers with vehicle-related issues, such as battery jump-starts, tire inflation, and vehicle location assistance, treating each customer’s vehicle with the upmost care. As part of the Operator’s commitment to customer service, these assistance services shall be provided at no charge.

E. Parking Violations In the event of a parking violation resulting from a customer’s actions, the Operator shall place a parking warning sticker on the vehicle’s driver window in a location that does not obstruct the sideview mirror or create a safety hazard. The Operator shall record the details of the violation, including vehicle information, location, and the reason for the warning. Violations may include, but are not limited to, parking in unauthorized areas or designated spaces, or obstructing fire lanes or emergency equipment.

4. Abandoned Vehicles and Towing A. Abandoned Vehicle(s)

The Operator shall monitor and report vehicles suspected of being abandoned within Airport parking facilities. Upon identification, the Operator shall inspect the vehicle and document relevant details, including location, vehicle description, tag number, and any other pertinent information, and provide this report to Landside Operations. Landside Operations will then attempt to contact the vehicle owner and make a determination of what to do with the vehicle.

B. Towing Vehicles If a vehicle is determined to be abandoned, stolen, or otherwise requires towing and impoundment, Landside Operations shall make the final determination. No vehicle shall be towed by the Operator without the written approval of Landside Operations. In the event a vehicle has been determined to be stolen, the Airport’s Police Department will tow or impound the vehicle.

C. Vehicle Relocation The relocation of vehicles for Parking Areas maintenance, construction projects, or emergencies shall only occur when authorized by Landside Operations and only in rare circumstances when absolutely necessary.

5. Hazmat Spills Any vehicle leaking fuel or other fluids or materials should be reported to Landside Operations as soon as reasonably possible. The areas of the spill shall be isolated and coned off and monitored for continually spread, monitoring for inlets and drains nearby or other potential safety hazards. The Operator shall photograph the spill, document the location, vehicle description, tag number, and any relevant information. Landside Operations will contact a hazmat clean up company to address.

6. Maintenance (Cleaning) Operations The Operator’s maintenance personnel shall be responsible for ensuring a safe, clean, and well-maintained environment within parking facilities and parking operations offices on a daily basis.

Duties include, but are not limited to, keeping parking aisles clear of debris, emptying trash receptacles, and properly disposing of waste at designated locations. Also cleaning and maintaining the tollbooth and bus barn, including trash removal, cleaning of the restrooms, breakrooms, flooring and windows.

The Operator’s maintenance personnel shall perform groundskeeping activities such as weeding, sweeping curbs, and removing trash from landscaped areas. The Operator’s maintenance personnel shall be available to assist customers with general inquiries or summon Courtesy Patrol for further assistance as needed. Special cleaning assignments, including pressure washing parking levels and maintaining PARCS equipment, shall also be performed as required. Refer to the Agreement’s Exhibit H-1 for detailed list of maintenance tasks and frequencies.

7. PARCS and LPIS Operations A. Use of PARCS and LPIS

Operator shall use the Trust’s PARCS and LPIS as required by the Agreement. The Operator will be responsible for training its employees in the proper use of the PARCS and LPIS or any other system provided by the Trust by utilizing the user manual for the system.

B. Daily Care The Operator will be responsible for the proper use and daily care of the PARCS and LPIS during the term of the Agreement including, but not limited to the following:

i. Inspections

Perform daily inspections of PARCS and LPIS devices and equipment to check for cleanliness and damage. Clean equipment, as necessary, including but not limited to columns, screens, ticket coders, etc. Any damage to equipment should be recorded in the Trust provided platform and reported to the Department of Airports IT within one (1) hour of discovery to ensure prompt repair and return to operation.

ii. Repairs In the event malfunctions of the PARCS or LPIS occur, Operator is responsible to perform minor repairs to resolve malfunctions or escalate to the Department of Airports IT for assistance within a maximum of four (4) hours from the time the defective operation is identified. Examples of such repairs or malfunctions include but are not limited to gate arm breaks or replacements, device reboots, and ticket jams.

C. Maintenance The Trust will provide Routine Maintenance of the PARCS and LPIS to ensure that all hardware and software is maintained and operational to provide minimal downtime to the Parking Areas and its operation.

D. Credit Cards The Operator will be responsible for providing electronic equipment and processor to accept credit card transactions. The Operator must also secure both a primary and a backup credit card processing company to ensure continuity of service in the event the primary processor is unable to process payments. All credit card transactions shall be processed through the PARCS. The Operator will accept no less than four types of major credit cards from customers. For emergency situations, the Operator will have an approved backup method in place for processing credit card transactions if PARCS becomes inoperable. Manual impression devices for credit card transactions are not permitted. Credit card transactions shall not require the signature of the cardholder.

E. Personal Identification Information The Operator shall always be solely responsible for maintaining appropriate security measures to ensure that personal identification information or sensitive data such as bank account information and credit card information is not disclosed, released, or accessed by unauthorized persons or entities. The Operator will report immediately to the Director any unauthorized release of personal or security sensitive information.

F. Policy Compliance In connection with the Operator’s use of the PARCS, the Operator will maintain strict compliance with the following Payment Card Industry Data Security Standards (“PCI DSS”) and all City of Oklahoma City Information Technology Policies, listed below and as amended:

i. Cash Register Acceptable Use Policy

ii. Information Systems Acceptable Use Policy (“AUP”); Operator’s employees involved in operating the PARCS are required, before beginning work with the PARCS, to read, understand, and acknowledge compliance. This policy applies to all users of computers, network, communications systems and data controlled, owned, operated or supported by the City, which includes the Trust and the Operator.

iii. Payment Card Industry (“PCI”) Policy

iv. Payment Card Industry Data Security Standard, Version 2.0

v. PCI Physical Security Policy

vi. Personal Identifiable Information Policy (PIIP)

vii. User Email, Voicemail, and File Retention Policy

G. Nightly Vehicle Inventory

Each night, between the hours of midnight and 4a.m., the Operator shall conduct a thorough vehicle inventory using the Trust’s LPI system, ensuring all parked vehicles, both head-in and backed-in, are accurately recorded to monitor parking facility usage. This process ensures accurate vehicle counts, verifies occupancy and availability, and supports financial and operational assessments. It also helps enforce parking policies, assist customers in locating vehicles, and aiding law enforcement when necessary.

Data offloading from the LPI vehicle must be performed in accordance with the procedures outlined in the LPI system user manual by 8:00am daily. For data offloading from the handheld mobile device, contact Department of Airports IT for assistance.

H. Reporting See the Agreement’s Exhibit E for required reporting.

8. Operational Vehicle Operations

Shuttle buses shall be used for the sole purpose of providing Airport parking customers with transportation from Parking Areas to the Airport terminal along designated routes which may be revised from time to time to meet the existing needs of the public. With exception of repairs to be made by the Operator or for fueling purposes when Airport fuel facilities are inoperable, said Operational Vehicles shall never leave Airport Premises unless the Director receives prior notification and approved such use. Operator will provide Shuttle Bus Operations on an as-needed basis to all surface lot Parking Areas as depicted on Attachment B-1, B-2, B-3, and B-4. Shuttles buses must not be left unattended with the engine running or with keys inside while unattended.

Keys should be securely stored to prevent theft or misuse. Shuttle buses should be rotated regularly to ensure even distribution of mileage. In the event of an emergency and/or special need on the Airport Premises, the Operator will make available any and all shuttle buses and drivers operating under the Agreement, for the transportation of any individuals as deemed necessary by the Director.

B. Accidents In the event of a motor vehicle accident, the Operator shall take immediate action to ensure safety, compliance, and proper documentation. The manager on duty must be notified, and the situation assessed for injuries, prioritizing life and health over vehicle damage. If no serious injuries are present and it is safe to do so, the Operator shall assist in moving vehicles to a secure location to prevent traffic obstruction. Hazard lights must be activated, and if warranted and feasible, cones or warning triangles should be deployed for safety.

All…