RFP FOR TOWING SERVICES.pdf

OFFICE OF THE CITY ADMINISTRATOR

Elizabeth Lake, Acting City Administrator

REQUEST FOR PROPOSAL (RFP)

For

TOWING SERVICES

Due Date: MONDAY, AUGUST 03, 2026 – 5:00 p.m., Pacific Time (PT)

Voluntary Pre-Proposal Meeting: FRIDAY, JULY 10, 2026 at 10:00 a.m., (PT) – via Teams at https://teams.microsoft.com/meet/271249305388597?p=M6SrCPeDfZOV6F7Wvd

REQUEST FOR PROPOSAL (RFP) – Towing Services

REV 05-2026

Finance Department | Contract Administration

Table of Contents

I. INTRODUCTION 1

II. SCOPE OF SERVICES 3

III. THE PROPOSAL 28

A. GENERAL INFORMATION 28

B. SUBMITTAL REQUIREMENTS 39

C. REQUIRED PROPOSAL ELEMENTS AND FORMAT 39

D. REJECTION OF PROPOSAL ELEMENTS 42

E. EVALUATION OF PROPOSALS – SUBJECT TO CHANGE 42

F. INTERVIEWS OF SHORT-LISTED FIRMS 43

G. CONTRACT NEGOTIATIONS AND AWARD 44

IV. ATTACHMENTS 46

A. SAMPLE PROFESSIONAL SERVICE AGREEMENT 46

B. STAND ALONE SCHEDULES 69

C. CITY SCHEDULES AND POLICIES 85

The Combined Contract Schedules will be collected from the successful Proposer before a final decision is made and up to full contract execution. It may be viewed at:

https://www.oaklandca.gov/files/assets/city/v/1/public-works/documents/ccd/combined-contract-schedules-rev-0623.pdf or you may request a copy by email from isupplier@oaklandca.gov.

Finance Department | Contracts Administration

I. INTRODUCTION

The Oakland Police Department (OPD) is soliciting proposals from qualified firms or individuals to provide required 24/7 on- call towing, recovery, and secure storage services.

The Contractor shall be required to comply with all applicable City programs and policies outlined in Attachment C. Details are presented in the project documents and will be discussed at the pre-proposal meeting. Discussions will include, but may not be limited to: ♦Equal Benefits for Registered Domestic Partners ♦Campaign Contribution ♦Post-project Contractor Evaluation ♦Prompt Payment ♦Arizona Boycott ♦ 0% L/SLBE ♦ Dispute Disclosure ♦Living Wage ♦Minimum Wage ♦ Border Wall Prohibition♦ Sanctuary City Contracting and Investment Ordinance

Pre-proposal Meeting Date and Time (Proposer Voluntary Attendance ):

Friday, July 10, 2026, at 10:00 a.m., PT via Teams at https://teams.microsoft.com/meet/271249305388597?p=M6SrCPeDfZOV6F7Wvd

Deadline for Questions: Wednesday, July 15, 2026, by 5:00 p.m., PT via email to the Contract & Procurement Specialist, ContractAdmin@oaklandca.gov

Proposal Submittal Deadline Date and Time: Monday, August 03, 2026 no later than 5:00 p.m., PT.

Submit Proposals electronically to iSupplier: Please log on to iSupplier to submit your proposal before identified deadline. Questions regarding online submittal through iSupplier must be directed to isupplier@oaklandca.gov with RFP for Towing Services in subject line.

[iSupplier User Guides | City of Oakland, CA].

Proposals Must Be Received in iSupplier portal by Finance, Contract Administration no later than the deadline identified. iSupplier will not allow late submittals and therefore please allow time to log in, create a response, and upload your Proposal. Email submittals will not be accepted.

Contractors who wish to participate in the RFP/RFQ process are required to register in iSupplier to receive addenda, updates, announcements, and notifications of contracting opportunities. We recommend updating your firm’s primary email address regularly and periodically confirming that the “Products and Services” section fully represents the scope of products and services provided. If you have any questions, please email isupplier@oaklandca.gov.

For further information and detailed iSupplier registration instructions, please visit the following link https://www.oaklandca.gov/Business/Doing-Business-with-the- City/Doing-Business-With-The-City-Register-with-iSupplier

Free copies of the RFP/RFQ documents and Addenda are available in iSupplier. Hard copies will NOT be available for purchase from the City.

1. iSupplier Registration/Login:

https://www.oaklandca.gov/Business/Doing-Business-with-the-City/Doing- Business-With-The-City-Register-with-iSupplier New registrants can email isupplier@oaklandca.gov for registration instructions. Allow 3 working days for approval to access bid documents through iSupplier

2. iSupplier user guides: https://www.oaklandca.gov/Business/Doing-Business-with-the-City/Doing-Business-With-The-City-Register-with-iSupplier/iSupplier-User- Guides

Contact Information: The following City staff are available to answer questions regarding this RFP.

1. Contract Admin: contractadmin@oaklandca.gov

BACKGROUND AND INTRODUCTION

The City of Oakland ("City") has the responsibility for maintaining clean, safe, and functional streets for its citizens' use. The Oakland Police Department ("OPD") is responsible for maximizing the amount of on-street parking in the City and for providing congestion management functions. Efficiently controlling and removing illegally parked and abandoned vehicles is critical to both mandates. The number of police and City initiated tows averaged 13,000 annually over the previous five (5) years.

The intent of this Request For Proposal (''RFP") is to meet the challenges of these mandates by formulating a selection process that will result in awarding contracts for towing, storage, and disposal of abandoned, illegally parked and impounded vehicles, and towing of City owned nonoperational vehicles as directed by the City. The City is seeking a well-managed, financially sound organization to operate its vehicle towing and storage and disposal operation.

The City’s primary goals are:

• To provide a conveniently located, efficiently and courteously operated storage facility for vehicles towed pursuant to the Oakland Municipal Code and vehicles ordered towed by the City of Oakland.

• To provide well-managed and responsibly operated towing services as required for vehicles towed pursuant to provisions of the Oakland Municipal Code or State law.

• To provide a well-managed and responsibly operated auction service and disposal facility for abandoned vehicles towed pursuant to provisions of the Oakland Municipal Code or State law.

• To provide a segregated, secure area for Police Impound vehicles.

II. SCOPE OF SERVICES

All open areas on the properties where storage facilities are located shall be maintained in a clean, secure, neat, and visually presentable manner. The selected Contractor(s) shall maintain a 24-hour, camera-based security system with online, live access to all camera views of the lobby and yards to OPD Tow Officers. The selected storage Contractor(s) shall have adequate facilities separate from the main storage area to conduct lien sales and auctions. All open areas on the properties where storage facilities are located are expected to be secure, fenced, and well-lit with sufficient capacity to handle high volumes of vehicles, including a dedicated area for “Investigative Hold” vehicles. Proposers will be expected to make facilities available for inspection prior to contract award as a part of the evaluation process, and to periodic inspections post contract award as described in the scope of services below. The selected Contractor (s) employees shall be properly trained to conduct business transactions related to towing, storage, release of vehicles/property and lien sales and auctions. Contractor(s) shall also provide support staff necessary to conduct the sales, and uniformed security guards for the auction.

There shall be no obligation upon the City to provide the Contractor(s)/winning bidder(s) with any minimum or maximum number of tows or number of vehicles for storage during any time period.

Tow Rates The maximum charges for services or materials furnished by the Contractor engaged in tow-car business in connection with any vehicle tow following the award of the contract shall be set and adjusted annually on July 1st to an amount not to exceed the annually approved tow rates by either the State of California Highway Patrol Tow Services Agreement for the Golden Gate Division – Oakland Office, or by City Council Resolution.

Compensation

Referral Fee

The selected Contractor(s) will be required to pay the City of Oakland a referral fee of not less than fifty four dollars ($54.00) per towed vehicle for the privilege of towing vehicles in the City of Oakland. The referral fees shall not be owed and due to the City for (a) vehicles owned by the City, or (b) vehicles held pursuant to a "Police Evidence Hold," as defined in Section B 30, 31 below, or (c) if OPD has issued a written waiver of referral fee. Referral fees shall be the same for every type of vehicle and shall be adjusted annually (see Annual Adjustment section).

Proposers are required to list fees per towed vehicle in their response.

Gross Revenue Percentage Fee

The selected Contractor(s) will be required to pay the City a gross revenue percent fee associated with conducting tow services. 2.0% in year 1 of the contract and increasing incrementally by 0.5% each year thereafter for a total of 4.0 % in year 5 of a contract. The Contractor will provide the City of Oakland with a reimbursement of services fee in the amount of $172,000 annually, subject to an annual adjustment based on the Consumer Price Index (CPI), to cover related policing and administrative costs.

Contract Administration Fee

The selected Contractor(s) selected will be required to pay the City of Oakland one hundred percent (100%) of the costs associated with the administration of the Agreement. The costs are determined as follows:

a). The salary and benefits of one full-time employee of classification determined by the City, but not to exceed the cost of one top-step police officer in accordance with the salary identified in the current Memorandum of Understanding between the City and the Oakland Police Officers Association.

The cost of one top-step police officer is defined as $292,366. The City reserves the right to rotate the person(s) in this position at any time.

b). The salary and benefits of one full-time Police Records Specialist, including one (1) workstation and printer. The cost of the full time Police Records Specialist is defined as $120, 526.

Payment Due Dates

The Referral and Contract Administration fees are due no later than the 5th of the month following the close of the preceding month. The Gross Revenue Percentage Fee shall be due and paid annually based on the City’s fiscal year. This fee will be calculated based on gross revenues for the preceding twelve (12) month contract period. The first payment shall be due and paid within 30 calendar days of the close of the first fiscal year of the contract. Subsequent payments shall be due and paid within 30 calendar days of each successive fiscal year of the contract.

Payment made to the City by the Contractor pursuant to this Agreement shall be in addition to any other license fees, business license tax, or other fees or taxes required by the City.

Late Charges

In the event the selected Contractor(s) fails to make payment to the City for the contract on or before the due dates as herein provided or as a result of deficiency assessment of the required fees to be paid following an audit, the Contractor will pay as additional consideration both of the following amounts:

a). A sum of money equal to ten percent (10%) of the amount due. This amount is required to defray those additional expenses and costs incurred by the City by reason of delinquent payment, including but not limited to the cost of administering, accounting and collecting said delinquent payment and the cost of postponing services and projects necessitated by the delay in receiving revenue.

b). A sum of money equal to one percent (1%) of the amount due per month as interest and for loss of use of the money due.

Annual Adjustment

The annual adjustment for the Referral and the Contract Administration fees shall be adjusted based on the increase or decrease in the US Department of Labor, Bureau of Labor Statistics’ Consumer Price Index for All Urban Consumers (CPIU) for the San Francisco, Oakland, San Jose region. The annual percentage change shall be that of CPI-U for the month of April and goes in effect beginning July 1st each contract year.

Computer Hardware

The Contractor shall provide a Computer terminal necessary for the Contractor to access the database of towed vehicles at any time. Access shall be through the specified Tow Vehicle Management System (“TVMS”) web-based system.

Annual Audit

On or before each anniversary date of the Agreement award date, the selected Contractor(s) shall pay for agreement compliance/financial audit by the City’s Finance Department or by an auditing firm approved by the City’s Finance Department.

The Audit shall include a report on all monies collected by the Contractor under the contract, a review of all auction procedures, including compliance with the lien sale process, and procedures to determine compliance with all requirements of the contract. The auditor shall provide a “negative assurance” report on compliance with the contract provisions. The Audit shall consist of approximately 200 hours of auditing time to complete. The Contractor shall also provide the City’s Finance Department with a copy of any DMV reports or audits of the Contractor’s practices or performance of its responsibilities under contract that are in the Contractor’s possession. If such reports are not in the Contractor’s possession, the Contractor will sign a waiver authorizing DMV to share any such reports with the City’s Finance Department.

Vehicle Auctioneer

The selected Contractor(s) shall contract for the services of an independent auctioneer at the Contractor’s expense. The selected Contractor(s) shall replace a full-time auctioneer at least once per year, except with OPDs prior written approval. Upon the Contractor’s request, and with prior written approval by the OPD, an individual who has served as a full-time auctioneer in the past, but not within the preceding year, may again act as a full-time auctioneer. A full-time auctioneer is defined as one who has performed more than 50% of the auctions within a given contract year.

Storage

1.Vehicle Storage

The selected Storage Contractor(s) shall provide facilities with storage space for a minimum of three thousand (3,000) vehicles, including at least fifty (50) large tractor-trailer/passenger bus-size vehicles, at any given time. Additionally, the selected Contractor(s) shall have indoor storage space for five hundred (500) vehicles.

The storage location(s) may be one single location or broken into one Primary location and one or more Secondary location(s).

Storage Contractor(s) shall have adequate facilities separate from the main storage area to conduct lien sales and auctions.

It is preferred that all storage locations be accessible from within Oakland City limits. Storage facilities within Oakland City limits will receive higher scores for compliance. However, the City will accept proposals from within two (2) to five (5) miles from the City limits of Oakland.

The selected Contractor(s) shall control and restrict access to the storage area(s) to employees and City personnel.

The selected Contractor's storage facilities must:

a) Have a minimum of two (2) feet between the sides of vehicles is to be maintained to facilitate entrance to the vehicle by owners and City personnel without moving the vehicle.

b) Comply with all Federal, State and City codes and safety regulations applicable to its proposed use.

c) Be clean and well maintained. The Contractor is responsible for the disposal of all trash and debris associated with the facility and vehicles towed under this contract.

d) Be screened from public view except for necessary gates. Gates shall be at least eight (8) feet high. Screening and gates shall be maintained in good condition at all times.

e) Be maintained so the parking/storage surface shall be either a paved or concrete surface.

f) Be maintained to ensure the safe storage of vehicles and the contents of such vehicles, including without limitation lighting throughout the area for safety after dark.

g) Have adequate drop-off-space so tow and transport trucks can quickly and efficiently load and unload on the property. No loading, unloading, parking or storage of vehicles will be permitted on the surrounding public streets or right of ways.

h) Not be used for the sale of vehicle parts.

i) Meet all environmental requirements for handling and storage of hazardous materials required under Federal, State, and local laws for a facility of this type.

j) Have 24 hour video surveillance.

k) Have on-site, 24-hour uniformed security guards.

l) Have regulations regarding access control to all areas.

2.Storage Business Hours

The storage location(s) will be open for business 24 hours per day, 7 days per week, including holidays.

3.Right to Inspect

Any authorized City representative has the right to inspect a selected Contractor's towing and storage facilities at all times for the purpose of evaluating the Contractor's performance. City officials and inspectors may conduct periodic site visits at any time to inspect for permit conformance and customer service standards or to respond to customer complaints. The Contractor must provide the City with unrestricted access to all of the storage facilities.

4.Protection of Vehicle Contents

The selected Contractor(s) must operate storage facilities and operations in such a manner as to prevent damage to vehicles and to the contents thereof. It is the responsibility of the Contractor to provide locked and secure storage for any personal property contained in the towed vehicle that has been placed in storage. The Contractor is responsible for the removal, recording, and proper marking of personal property to be stored in a secure area for easy and safe retrieval at time of vehicle release.

When assigning custody of the vehicle, the selected Contractor(s) will inventory the contents of the vehicle, including property in unlocked storage compartments. This inventory will be on forms approved by the City. Notation will be made of any locked compartment. Inventory will be signed with clear name and the Contractor's employee ID numbers. The tow inventory slip shall be made immediately available to the person retrieving the vehicle at no charge.

Dispatch Office

The selected Contractor(s) will maintain dispatch operation that will operate 24 hours per day, 7 days per week including holidays. Dispatch operators will be available to take radio calls from the City at all times within six rings and will keep accurate records of all requests and responses for towing. Record keeping, at a minimum, should include the time initial call was logged, time truck arrived on scene and time truck arrived at a storage facility. The Contractor(s) shall also provide two dedicated telephone lines to be used for calls between the Contractor's dispatch center and OPDs dispatch center at no cost to the City. The Contractor(s) shall provide equipment that will automatically record with time and date stamp and notice parties of recording in progress. In addition, the computer system utilized by the Contractor for all operations shall include the following:

a) Name, address, and phone number of the individual whose vehicle was towed

b) Vehicle Identification Number, license plate number, make, year, model, and color of each vehicle towed

c) Date and time request for tow received

d) Location from which vehicle was towed and name or number of drivers assigned to said tow

e) Reason for tow

f) Current storage location of towed vehicle

g) Agency and badge number of person at site of tow

h) Any holds on vehicle by the City with audits to prevent release without entry of release information

i) Date and time of release for each vehicle

j) Name of party to whom the vehicle was released, including the ID number presented and address given

k) All fees or charges connected with said tow, showing specifically tow, storage, and lien sale date in addition to the total of such charges or fees.

Dispatch Hours of Service and Method

The selected Tow Management Contractor(s) must have sufficient dispatcher staff on duty at all times to receive calls from the OPD. When OPD calls the Contractor's dispatch office, the call must be answered within six (6) rings and never a busy signal. The Contractor must dispatch equipment used in the performance of towing services through one central dispatching facility that is acceptable to the City. Tow Operators must respond at all times and the Contractor must ensure that:

a) Tow requests phone calls from Central Dispatch must be answered within 30 seconds or less with no busy signal for 95% of the calls and within 90 seconds for the remaining 5% of the calls during a given calendar month.

b) Tow requests must be assigned to a subcontractor towing firm within five minutes or directly to a tow operator within ten minutes.

c) The Tow Dispatch Center is responsible for the relaying of the tow request to the appropriately assigned tow company, not to exceed five (5) minutes from time of receipt of tow request.

d) Failure to respond to required tow requests and/or repeated failures to meet maximum response time requirements shall constitute failure to comply with the terms and conditions of this contract.

Maintenance

The selected Contractor(s) must demonstrate the capacity to dispose of approximately 1,500 vehicles monthly to a licensed dismantler and/or licensed metal recycler and hazardous waste disposal facility.

Computer Hardware and Software

The selected Contractor(s) shall provide all computer hardware and software necessary for the Contractor to access the database of towed vehicles at any time. Access shall be through the TVMS web-based system.

Hours of Service

The selected Contractor(s) must respond to all tow service calls with sufficient operational equipment to handle all towing services required at all times, 24-hours per day, seven days per week, including all holidays.

The selected Contractor(s) must be sufficiently staffed during normal business hours to have availability to release vehicles to registered owners and or appointed designees during normal business hours. “Normal Business Hours shall not be less than, 8 a.m. to 5 p.m. PT, Monday through Friday, Saturday & Sunday 8a.m to 12 p.m, except for the following state recognized holidays: New Year's Day, Martin Luther King, Jr. Day, President's Day, Farm Worker’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, the day after Thanksgiving Day, and Christmas Day.

Communications Equipment

Within 30 days of the Notice to Proceed, the selected Contractor(s) shall provide a dedicated telephone line to be used exclusively for communication between Central Dispatch and the OPD, and a minimum of two (2) two way radios or equivalent equipment to be used as an alternative communications method.

Audio Recordings

a) The selected Contractor(s) shall provide equipment and software that will create an audio recording with a time/date stamp of all tow requests communications between the OPD, the Tow Desk and the Contractor's Central Dispatch Facility. The Contractor shall maintain such audio recordings for a minimum of 120 days. Upon the OPDs request, the Contractor shall provide OPD access to the audio recordings within 24 hours for the purpose of reviewing or copying the recordings.

Tow Dispatch

b) Communication between the Tow Desk and Central Dispatch shall be accomplished by cell phone, radio, electronic two-way data terminals or by landline. Any other method of communication to be used between Central Dispatch and Tow Car operators must be approved by the OPD in writing.

Tow Types and Required Response Times

a) Routine Towing Requests

The selected Contractor(s) shall respond with the appropriate equipment to the designated point of tow within 35 minutes during peak towing hours (Monday through Friday, 7AM-9AM & 3PM–7PM) and within 25 minutes at all other times, or within 10 minutes of the time designated for initiation of a scheduled tow.

The selected Contractor(s) shall require all tow trucks to be equipped with GPS tracking and the appropriate software to monitor the real-time location at any given time of any vehicle assigned a tow. This monitoring system shall be made available to OPD within 30 days of the Notice to Proceed. The selected Contractor(s) may provide this using either the OPDs wide area network or by allowing access through the TVMS, both of which the Contractor is responsible for coordinating access and software licenses as required.

b) Expedited Tows

The selected Contractor(s) shall respond to Expedited Tow requests within 30 minutes of OPD notifying the Contractor’s Central Dispatch. The OPD dispatcher will determine the need for expedited tows. The Contractor(s) may notify the City that it is requesting an extension of time up to 15 minutes to process an Expedited Tow request for reasons beyond the Contractor’s control, which are defined reasons as traffic congestion or travel distance, and the City shall inform the Contractor if the request for extension of time shall be denied or accepted. The selected Contractor(s) shall respond within the applicable time limit for 100% of the Expedited Tows performed in a given calendar month.

c) Commute Tows and Regional Sweeps

1. Upon issuance of the Notice to Proceed, The OPD Enforcement Division will provide the selected Contractor(s) with a schedule of ongoing commuter peak time tow sweeps that the Contractor must accommodate. The OPD will provide any changes to the scheduled tows to the Contractor at least forty eight (48) hours prior to the needed change. The Contractor is not obligated to carry out requested changes that occur within less than 48 hours of notification.

2. The selected Contractor(s) shall participate in Regional Sweeps requested by OPD as a part of its regular towing services. OPD shall notify the Contractor at least forty-eight (48) hours in advance (with seventy-two (72) hours advance written notice provided when possible) of the date for a Regional Sweep and shall inform the Contractor of the number of Tow Cars required, the location, and the time that tows are to begin. The City reserves the right to modify and/or expand Regional Sweep programs, and shall notify the Contractor of these modifications and/or expansions no later than forty-eight (48) hours in advance of the date of a Regional Sweep. Regional Sweeps are subject to the performance standards of Scheduled Tows under this Agreement.

3. The OPD may make Expedited Tow Sweep requests that have advance notification of less than seventy-two (72) hours, such as in the case of a terrorist threat, natural disaster or visiting dignitary (e.g. President). The OPD requests the Contractor make every effort to assist in these cases, but will not hold the Contractor responsible for any restrictions on assistance the short timeline creates.

d) City-Owned Vehicles

1. At the request of the City, the selected Contractor(s), at no cost to the City, will remove any disabled (a disabled vehicle is defined as a vehicle that is not drivable) or City owned/leased vehicle or render road service, such as unlocking vehicles, starting stalled vehicles and changing flat tires.

These requests for tow or roadside assistance must be provided within thirty (30) minutes of the call.

Contractor(s) will not pass the cost of this service on to subcontractors. Requests for vehicles disabled outside the City is limited to 150 miles from the City of Oakland Corporate Yard located at 7101 Edgewater Drive or 5050 Coliseum Way for heavy equipment. Contractor(s) may elect to use the services of another tow service when assistance is requested outside of the City in order to expedite the return of the vehicle to the City.

2. The selected Contractor(s) must have an adequate fleet of tow trucks capable of handling light-duty, medium-duty, and heavy-duty vehicles and equipment.

Specialized towing equipment for construction and other specialized vehicles and 24/7 towing service availability with rapid response times for urgent towing needs.

3. The successful contractor(s) will be responsible for providing towing services for a variety of vehicles and equipment, including but not limited to:

Light-duty vehicles (e.g., cars, SUVs, vans) Medium-duty trucks Heavy-duty trucks Construction equipment (e.g., bulldozers, excavators, loaders) Specialized vehicles (e.g., emergency response units, fire ladder trucks) Electric vehicles and trucks (light, medium and heavy duty)

e) Relocation Tows

1. At the request of an authorized City Agency, the Contractor shall relocate vehicles as directed. Examples of this include moving vehicles or parts of vehicles near a crash site, or due to some other immediate public safety need.

Error Tows An error tow is defined as a vehicle towed by the City of Oakland, OPD, when law or policy is not followed by Departmental personnel. An example of this would be if a vehicle was towed for five or more unpaid parking citations and it was determined at the time of tow there were less than five citations associated with the vehicle AND the OPD employee responsible for towing the vehicle had access to this information, this will be deemed an error tow. If a vehicle was towed for five or more unpaid parking citations and the registered owner previously paid the citations, but the DMV database shows the citations were outstanding at the time of tow, this will not be deemed an error tow because OPD does not enter or update the information in State databases relied upon to tow a vehicle.

Boot Return The selected Contractor(s) shall accept all boot returns from the public. The Contractor must store boots in a secure location. OPD personnel will retrieve boots from the Contractor.

Drop of Vehicle A drop of a vehicle shall be made and no charges shall be assessed provided a police officer is at the scene and the driver of a vehicle appears to claim the car before a tow truck driver has completely attached the hook of the tow truck to the vehicle and/or completely loaded the vehicle on the tow truck. Failure to drop the vehicle shall result in fees in the amount of the Administrative and Referral Fees and the Contractor will reimburse the driver of the vehicle the cost of the tow plus one hour of the hourly rate of the tow truck cost to the Contractor.

Tow Release Procedures Towed vehicles shall be released by the Contractor from Impoundment in accordance with Section 22850.3 of the California Vehicle Code, and such rules and regulations as the City of Oakland shall implement. The selected Contractor(s) shall have one telephone number the public may call for information on vehicles towed per an order of the City. Sufficient telephone lines, equipment, and personnel shall be provided to answer all calls. The Contractors' personnel answering the phones shall be courteous and provide complete information and directions regarding the location of the vehicle, the method of securing the vehicles’ release, documentation required, charges to be assessed and terms of payment.

When a person arrives at the primary office and storage location:

a) The selected Contractor's personnel shall identify the requested vehicle from the records by license number, Vehicle Identification Number, vehicle make, date, and location of tow or from other information provided by claimant.

b) The Claimant will be required to provide evidence satisfactory to the Contractor's personnel that she/he is the person entitled to receive the vehicle. This shall include, but is not limited to, an official Numbered Vehicle Release provided to the Registered Owner or his/her agent by the OPD, a key to the vehicle and a valid driver’s license. The Contractor shall be liable for and hold the City harmless from all claims out of the improper release of a vehicle. When necessary, the Police Department shall provide assistance in verifying vehicle registration information. Responsibility for release of the vehicle to a person without such evidence devolves fully on the Contractor.

c) When the selected Contractor's personnel is satisfied the Claimant is entitled to the vehicle, the Contractor will record the identity of the person, photo copy the driver' s license, obtain the person's signature, collect the appropriate fees from the Claimant and then promptly release the vehicle. The vehicle shall be released to the Claimant within a maximum of one (1) hour from the time the Claimant begins the release procedure with the Contractor. If the vehicle is stored at a Secondary storage facility, customer transportation from the Primary storage facility to the Secondary storage facility shall be provided by the Contractor at no charge to the customer. The vehicle may be transferred from the Secondary storage facility to the Primary storage facility within the one hour period; however, the Contractor may charge a vehicle owner a transfer fee for this service.

d) In the event the towed vehicle has been identified as having a Police Hold (this means the Police have communicated in writing that the vehicle is to be placed on hold until released in writing), the selected Contractor(s) shall not release the vehicle without designated authorization from the Police Department.

e) The selected Contractor's personnel may issue a "personal property release" if they are satisfied the Claimant is entitled to access to the vehicle and its contents. The Contractor will inventory what was removed and have the citizen sign a statement stating the item(s) they removed. Under no circumstances shall a personal property release be issued if there is a police hold on the vehicle, unless there is designated OPD authorization. A personal property release allows the Claimant to enter the vehicle with supervision and obtain property from the towed vehicle.

Customer Service

The selected Contractor's employees and subcontractors shall meet the highest levels of customer service when interacting with towed vehicle owners at the point of tow, storage facility, and release areas. Tow Proposers and Storage Proposers shall submit a customer service plan with the proposal that must include, but is not limited to the following:

a) Customer service training for all personnel, including subcontractors

b) Method for and dissemination of customer information relative to reasons for being towed, better parking habits, etc.

c) Customer waiting area layout and system for service ("take number," etc.)

d) Standards for cleanliness and safety

e) Prepaid questionnaires for citizens to fill out and mail back. An electronic system shall include the ability for the Contractor to input citizen’s feedback. The Contractor shall respond to feedback where appropriate and generate monthly and annual reports as well as graphical representation of the information and certain trends.

f) Adequate customer service staffing, including telephone operators, window staff and customer service representatives.

The City will check customer service response lines on periodic basis and hold theselected Contractor(s) to the standards set forth in Sections 16 a - f. When OPD requests changes or clarification to the customer service plan, the Contractor shall have ten (10) working days to return the plan with the requested changes or clarification.

Method of payment and transfer of fees to the City of Oakland.

The selected Contractor(s) shall accept all forms of payment from the public, including cash, and with a valid form of identification, cashier’s checks, credit/debit cards (including but not limited to MasterCard, Visa, and American Express), and ATM cards for all towing fees, storage charges, and for all City of Oakland Administrative Fees.

All fees incurred by or loss to the Contractor resulting from the use of credit/debit or ATM cards shall be considered a normal business expense and is a cost to the Contractor. All fees due to the City of Oakland shall be transferred to the City of Oakland in a manner and in a method prescribed by negotiated agreement between the Contractor and the City of Oakland. A daily deposit that includes an automated transfer of funds is preferred.

A reconciliation report shall be provided to support the monies deposited with audit capabilities to verify the fees collected. There shall be ad hoc revenue reporting capabilities available to City personnel at any time to verify and audit fees collected.

Interim Financial Statements

No later than forty-five (45) days after the end of each quarter the selected Contractor(s) shall provide to the City’s Finance Department, a financial statement prepared in accordance with Generally Accepted Accounting Principles.

Interactive Voice Response Venter (IVR)

The selected Contractor(s) shall have an IVR that has a menu selection, which offers basic information to the public in English, Spanish, Cantonese, Mandarin, Vietnamese and any future languages required by the City. The Contractor shall describe the capability to expand the phone system to include additional languages. The IVR shall have the ability to queue calls after the caller requests a live operator, and have an alarm system to alert office staff when a call has been on hold for more than the approved time. The selected Contractor(s) will be required demonstrate to the City that it has installed the necessary lines, instruments, hardware, software, and overflow safeguards have been installed to handle peak workloads.

The selected Contractor’s message center shall provide summary reports that measure:

a) The total number of calls per hour

b) Response time to calls (i.e., number of rings before calls are picked up

c) The number of calls that are put through to each menu option

d) Languages accessed

e) The average call wait time with minimums and maximums

f) The number of operators logged in to take calls Reports will be submitted to the City for approval prior to implementation. Reports will be submitted to the City and will be due each month no later than the 5th of the following month.

Customer Receipts

The selected Contractor(s) shall post the entire detailed list of charges on the following statement "You have 30 days to request a tow hearing from the City of Oakland by calling (510) 238- 3024." The City may request changes to the information provided on customer notices at any time.

When demanding payment from a former vehicle owner for deficiency claims as defined in the California Vehicle Code arising from the disposal of towed vehicles, the Contractor shall provide the former owner with an itemized bill.

Complaint/Claim Tracking

a) Claims Procedure

The selected Contractor(s) shall establish a procedure by which customers whose vehicles have been towed and/or stored may file a Claim against the Contractor. The Contractor shall respond to all Claims within fourteen (14 days) of receipt of Claim, either to accept, deny or request further information for investigation. The Contractor shall plan to resolve each Claim within 90 days of receipt from Customer, and shall resolve all Claims within six months unless: Such Claim is abandoned by the Customer’s failure to respond to the Contractor’s communication for a period of thirty (30) days, or The Claim is filed in court.

The selected Contractor(s) shall in all cases endeavor to resolve Claims fairly and expeditiously. The Contractor shall designate a Claims Manager who shall supervise the Contractor's Claims procedures and shall be available during regular business hours to discuss Claims with Customers in person or by telephone. The Contractor shall maintain records and an audit trail of all Claims filed and of all correspondence with Customers, denials of Claims, settlement offers and amounts paid on Claims.

b) Complaint Procedures

The selected Contractor(s) shall establish a procedure by which Customers may submit Complaints about the Contractor's performance of the services under this Agreement. The Contractor shall make available to Customers a Complaint Form available in English, Spanish, Cantonese, Mandarin, Vietnamese and any future languages required by the City.

This complaint form shall include a self-addressed prepaid postage envelope. The Contractor’s Complaint procedures shall allow Complaints to be submitted by mail, fax or internet. Customers shall be able to request a Complaint Form by telephone, fax, in person or by email. The Contractor shall record the name, telephone number, and address of each Complainant and the details of each Complaint.

The Contractor shall respond to all Complaints, regardless of origin of request for service (by mail, phone, in person or by internet) within seven (7) days of receipt of Complaint.

c) Claims/Complaint Status Reports

The selected Contractor(s) shall submit a monthly Claims/Complaint Status Report that contains the following information:

• Claim/Complaint tracking number

• Name of Customer/Complainant

• Date Claim/Complaint received

• Name of Employee who processed Claim/Complaint

• Brief description of Claim/Complaint

• Estimated value of Claim, when available

• Verified amount of Claim

• Status of Claim/Complaint

• Average Claim/Complaint resolution time

• Brief description of Claim/Complaint resolution

• Date of resolution of Claim/Complaint

The selected Contractor(s) shall deliver reports regarding Claims and Complaints to the City in accordance with the reporting requirements of the Scope of Services. The Contractor also shall retain any supporting documents submitted with a Claim or Complaint in accordance with Record retention requirements of this Agreement. The Contractor shall respond to City requests to review Records related to Claims and Complaints within seven days. The Contractor shall track Complaints and Claims using both paper forms and electronic records.

Using electronic records, the Contractor shall provide the City with supplemental, specialized reports regarding any Complaint or Claim upon request within seven (7) days.

d) Claims/Complaint Processing Plan

The selected Contractor(s) shall provide the City with its Claims/Complaint Processing Plan, along with the form of Complaint and Claim forms to be used under this Agreement, within 45 days of the Effective Date of this Agreement. This plan shall be approved and adopted as part of the Operations Plan. The City may establish or modify requirements for such Complaint/Claim processes. A request for a change or clarification to the Contractor’s plan must be responded to within 10 working days.

Posting Required

The following documents, which must be printed in Times, New Roman, 14-point bold type, shall be posted by the selected Contractor(s) at each storage facility in a conspicuous location easily visible to the public. Actual signage, multiple languages required, wording, and methods of display shall be approved by the City in advance of posting.

a) A statement that a complete copy of the tow Agreement is available for review or may be obtained from the City Clerk at a cost per page.

b) The name and address of the Contractor's insurance broker handling

c) Schedule of all approved towing, storage and additional charges specified in this contract or by the City

d) A notice explaining the procedure by which all unclaimed vehicles are sold at public auction, including the location of such auctions and publications in which such auctions are advertised and stating that all in attendance at such auction shall have an equal opportunity to bid

e) A notice explaining the conditions under which and the procedure by which a tow hearing may be requested from City

f) Notice of vehicle impound rights and obligations of owners under California Vehicle Code Section 22852

g) Notice of procedures for filing a claim for damages against the City and the Contractor for vehicle or vehicle contents damage or loss resulting from a tow or while in storage

Vehicle Auctioneer

The selected Contractor(s) shall contract for the services of an independent auctioneer at the Contractor’s expense. The Contractor shall replace a full-time auctioneer at least once per year except with the OPD’s prior written approval. Upon the Contractor’s request, and with prior written approval by the OPD, an individual who has served as a full-time auctioneer in the past, but not within the preceding year, may again act as a full-time auctioneer. A full-time auctioneer is defined as one who has performed more than 50% of the auctions within a given contract year.

Records of Lien Sale or Auction Purchase

The selected Contractor(s) shall require all persons who purchase vehicles at auction to show two pieces of identification with current address, one of which must be a California driver’s license or other valid form of photo identification. The Contractor shall maintain records of each purchaser's name, address and telephone number for the entire term of this contract and extensions, if any. The information shall be maintained in the electronic TVMS database and shall be linked to the vehicle purchased. The database shall be accessible to the Oakland Police Tow Officer via a secure internet connection.

Vehicle Lien Sale or Auction

The selected Contractor(s) shall, within forty eight (48) hours of the completion of a lien sale, by fax or email, provide a list to the OPD and Financial Services Agency Parking Enforcement Division of all vehicles sold at auction, with the following information; the sale price, all Contractor costs and fees collected and any funds collected over and above the Contractor's costs.

The notice shall identify the vehicles by description, Vehicle Identification Number and (if available) license plate. Within three (3) business days, the City shall assess the vehicle for outstanding parking fees and shall notify the Contractor of any such outstanding fees. The Contractor shall remit all outstanding parking violation fees prior to sending any surplus funds to the State Department of Motor Vehicles (DMV). The Contractor must comply with all California laws and regulations applicable to vehicle lien sales and auctions, including but not limited to California Department of Motor Vehicle statutes and regulations and California Civil Code Sections 3071 and 3072. The Contractor shall have the ability to dispose of vehicles that do not sell at auction.

Staffing Requirements

If the City, at any time, reasonably determines that selected Contractor(s) is employing an insufficient number of employees, the Contractor shall hire such additional employees as the City determines is reasonably necessary to render the services required under any Agreement resulting from this solicitation process. Staffing requirements shall include:

a) Telephone Operators

The selected Contractor(s) shall ensure adequate live telephone operators are available at all times to respond to calls from the public about towed vehicles. All calls shall be answered and responded to by a live or automated operator within six rings and without any busy signal.

Callers shall not be put on hold for more than two minutes 98% of the time. The successful Contractor must comply with the customer service response time standards set forth within this Section.

During peak hours (Monday through Friday 8:00AM to 5:00PM), there must be sufficient incoming phone lines to insure on average 97% of the time a caller will reach an operator within three minutes.

b) Window Staff

During peak tow hours, the selected Contractor(s) will have sufficient trained staff to ensure wait time in the customer lobby will be no longer than ten (10) minutes. The Contractor shall describe the type of system that will be instituted to monitor wait time and window staffing requirements.

All window staff shall also be available to answer calls from the public if they are not attending to a customer. The Contractor's telephone system shall be set up to automatically roll to the next available operator when calls come in.

c) Customer Service Representative

The selected Contractor(s) will have on duty during the following hours - 6am through 8pm, Monday through Friday, excluding Holidays - at least one customer service representative to handle customer questions and out of the ordinary matters in person.

Said customer service representative is in addition to window and management staff and shall not be included in that count.

State recognized holidays: New Year's Day, Martin Luther King, Jr. Day, President's Day, Farm Worker’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Veteran's Day, Thanksgiving Day, the day after Thanksgiving Day, and Christmas Day.

d) Tow Truck Operators

All new tow driver applicants must have a valid California driver's license and provide proof of attending a tow truck driver school certified by the California Tow Truck Association (CTTA) upon applying for the permit. All tow truck operators must be CHP approved tow truck operators. All tow truck operators and businesses used by the Contractor shall agree to allow the City to conduct a background check of all criminal records (compliant with CHP regulations) at the City’s discretion. The Contractor shall reimburse the City for the costs associated with the background checks. The selected Contractor(s) shall maintain an online database that is accessible by OPD, which includes current tow truck operator information and relevant contact information.

e) Manager

The selected Contractor(s) will have on duty or available by phone, within 10 minutes, at all times, a Manager with the authority to make decisions relative to Agreement issues. The Contractor will submit a name(s) and phone numbers (including cell phone) to the City indicating the person(s) with this authority and their schedule and keep this contact information up to date.

Subcontractors

The selected Contractor(s) may subcontract with one or more tow truck operators for the provision of towing services to the Contractor in accordance with the Agreement. All agreements entered into by the Contractor with subcontractors shall be forwarded to the OPD Tow Detail within five days of signing.