RoyalOakRFP-RO-2025-030_ScopeOfWork.pdf

Royal Oak – Parking Operator Scope of Work

1. Introduction The City of Royal Oak (City) is seeking a qualified parking operator (Contractor) to serve as a strategic partner in delivering an efficient and customer-focused parking program for residents, employees, and visitors.

The City manages more than 4,000 on- and off-street parking spaces in Downtown Royal Oak and is committed to providing a first-class municipal parking experience. The selected Contractor must demonstrate excellence in service delivery, responsiveness to the public, and the ability to integrate smart parking technologies while fostering collaboration with the community.

This partnership requires a Contractor capable of adapting to the City’s evolving parking management needs, improving operational efficiencies, and supporting the transition to greater automation. The City’s top priority is ensuring a seamless, reliable, and service-oriented experience across all parking operations, whether managed directly by the Contractor through this RFP or retained under City management.

The specifications and terms outlined in this solicitation describe the services required for the comprehensive management and coordination of the City’s parking program. The Contractor will work under the direction of, and in close coordination with, the City.

This solicitation includes, but is not limited to, the following services:

• Operation and management of the City’s four parking garages

• Customer support services

• Parking enforcement for parking garages

• Maintenance and janitorial services for parking garages

• Parking garage and lot permit management

• Collection and counting for all locations

• Reporting and performance tracking

• Special event coordination

2. Background Since 2012, Park Rite has provided professional parking management and operating services for the City’s four parking garages. The City, however, directly manages its on-street and surface lot parking, including maintenance, collections, enforcement, permit management, and system support.

The City is currently modernizing its parking system with new technology across on-street spaces, surface lots, and select garages. This transition includes the installation of Flowbird CWT S4+ pay-by-plate pay stations, the expansion of ParkMobile mobile payment, and the implementation of Park Loyalty for citation issuance and permit management.

The following is a list of the City’s parking technology partners:

Technology Vendor

PARCS Amano Overture

Pay-by-plate pay stations Flowbird CWT S4+

Mobile/text/IVR pay ParkMobile

Mobile License Plate Recognition (LPR) RISETEK

Citation Issuance Park Loyalty

Permit Management ParkIT/Park Loyalty

Fixed LPR TBD

Parking Garages

The current Contractor manages, operates, and maintains four (4) parking garages on behalf of the City, totaling approximately 2,500 spaces:

Garage Location # of Spaces

Lafayette South 514 S. Lafayette Ave 451

Lafayette North 300 S. Lafayette Ave 517

11 Mile 110 E. 11 Mile Rd 578

Combined Center Street 300 S. Center St 1002

The Old Center Street Garage (485 spaces) will be demolished, resulting in a reduction in capacity at the Combined Center Street location. All garages currently operate with Amano Overture PARCS equipment. The City plans to transition the 11 Mile and Center Street garages to gateless operations with Flowbird pay stations and ParkMobile. The selected Contractor will be responsible for revenue collections at all garages and for parking enforcement at the gateless facilities. The Lafayette garages are scheduled for a similar gateless conversion in the future.

Surface Lots

The City manages ten (10) surface lots with approximately 770 spaces:

Lot Location # of Spaces

P-1 5th and Williams 50

P-2 3rd and Williams 61

P-3 6th and Center 50

P-5 N. Center 104

P-7 7th and Main North 140

P-9 Sherman and Williams 120

P-10 Police Station 73

P-11 Farmer’s Market West 41

P-12 City Hall 124

P-17 4th and Center 6

While the City will continue to oversee overall management and enforcement, the Contractor will be responsible for managing permits, collecting revenue, and maintaining Flowbird pay stations in all surface lots.

On-street Parking

Downtown Royal Oak includes approximately 814 paid on-street spaces. The City will retain overall management and enforcement responsibilities, while the Contractor will handle revenue collections and maintenance of Flowbird pay stations in all on-street locations.

3. Parking Assets

Type of Parking Asset Parking Technology(s) Number of

Spaces

Number of Monthly Permits

Regulations

Garages

11 Mile

• Amano Overture PARCS transitioning to approximately 2 Flowbird CWT S4+ pay-by-plate pay stations and ParkMobile mobile payment

• ParkIT Monthly Permits transitioning to Park Loyalty Monthly Permits

• TBD Fixed LPR

578 480

Mon - Sat: First 2 hours are free. $0.75/hr thereafter. Max $7.50. Sun: Free.

Old Center Street1 n/a2 485

New Center Street

• Amano Overture PARCS transitioning to approximately 2 Flowbird CWT S4+ pay-by-plate pay stations and ParkMobile mobile payment

• ParkIT Monthly Permits transitioning to Park Loyalty Monthly Permits

• TBD Fixed LPR

Lafayette North

• Amano Overture PARCS

• ParkIT Monthly Permits transitioning to Park

Loyalty Monthly Permits 517 379

Lafayette South

• Amano Overture PARCS

• ParkIT Monthly Permits transitioning to Park

Loyalty Monthly Permits 451 305

Surface Lots

P-1 (5th & Williams)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

• Park Loyalty Monthly Permits

50 16 Mon-Sat: 11 AM – 5 PM is $0.75/hr & 5 PM-midnight is $1.00/hr. Sun: Free

1 The Old Center Street Garage is due to be demolished.

2 Entry/exit into the Old Center Street Garage is only available through the New Center Street Garage.

Type of Parking Asset Parking Technology(s) Number of

Spaces

Number of Monthly Permits

Regulations

P-2 (3rd & Williams)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

• Park Loyalty Monthly Permits

61 1 There is a 4 hr time limit in all surface lots.

P-3 (6th & Center)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

50 n/a

P-5 (N. Center Lot)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

• Park Loyalty Monthly Permits

104 3

P-7 (7th & Main North)

• 4 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

• Park Loyalty Monthly Permits

140 74

P-9 (Sherman & Williams)

• 4 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

120 Daily3

P-10 (Police Station)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

73 n/a

P-11 (Farmer’s Market West)

• 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

41 n/a

P-12 (City Hall) • 2 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

124 n/a

P-17 (4th & Center)

• 1 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

6 n/a

On-Street Downtown

• Approximately 130 Flowbird CWT S4+ pay-by-plate pay stations

• ParkMobile mobile payment

814 n/a

Mon-Sat: 11 AM – 5 PM is $1.25/hr & 5 PM-midnight is $1.50/hr. Sun: Free There is a 3 hr time limit.

3 Users can purchase a $5 daily permit at the pay stations or through mobile/text to pay.

4. Division of Responsibilities The City of Royal Oak retains overall policy direction for all parking operations and will continue to directly manage on-street and surface lot enforcement, as well as broader program oversight. The City’s Parking Facilities Manager also serves as the General Manager. The City’s Parking Facilities Manager will oversee the parking operator contract and serve as the Contractor’s primary point of contact. The selected Contractor shall report directly to the City’s Parking Facilities Manager, who will be responsible for ensuring alignment between the Contractor’s performance and the City’s program goals.

The Contractor will serve as the City’s operating partner, responsible for day-to-day operations, collections, customer service, reporting, and program delivery as detailed in this RFP.

The responsibilities outlined below are not a comprehensive list, but rather a summary of key roles.

Proposers should review the full Scope of Work for detailed requirements and expectations.

City Responsibilities Contractor Responsibilities

Establishing policies, ordinances, and parking program decisions for all locations

Operation, management, and maintenance of all parking garages

Retaining overall management and enforcement of on-street and surface lot parking

Revenue collections at all garages, surface lots, and on-street pay stations

Managing technology vendor contracts and retaining the right to contact vendors directly

Parking enforcement in gateless garages only

Providing final approval for budgets, staffing plans, management plans, and special event plans

Revenue tracking, monitoring, and financial reporting for all garages

Conducting final review and approval of all procurements

Customer support (in-person, phone, text, email, IVR, online)

Approving uniform standards, training curricula, and customer service expectations

Administration of off-street parking permits, validations, and lease tenants

Providing overall program oversight, with the Parking Facilities Manager receiving required reports and overseeing the contract

Hiring, training, supervision, and management of Contractor staff, including Parking Ambassadors

Approving enforcement routes, schedules, and performance metrics

Equipment maintenance, repair, and installation for garages, surface lots, and on-street pay stations

Oversight of financial auditing and accounting Development of disaster preparedness training and safety protocols

Final authority on enforcement policies, complaint resolution, and appeals

Preparation of monthly, quarterly, and annual performance, operational, and financial reports

City Responsibilities Contractor Responsibilities

Retaining the right to serve as the final point of escalation for customer complaints

Cleaning, janitorial, and maintenance of parking garages, including daily and special event requirements

— Special event planning and staffing in coordination with the City

— Acting as the first point of contact with parking technology vendors for routine and emergency maintenance

— Drafting budgets for review, preparing inventories, and ensuring compliance with all applicable laws and regulations

This partnership is designed to balance policy leadership by the City with professional operational delivery by the Contractor. The City will continue to set direction, approve plans, and retain authority over all parking policies. The City’s Parking Facilities Manager will oversee contract compliance and operator performance. The Contractor will provide the staffing, systems, and expertise needed to execute operations at the highest standard. Together, this collaboration will ensure a seamless, customer-focused parking experience that supports the City’s long-term mobility goals.

5. City Provided Equipment/Services

1. One (1) mobile LPR-equipped vehicle for parking enforcement.

2. One (1) vehicle for the coin collection of pay stations and coin/bill collection of pay-on-foot machines.

3. All equipment necessary for the collection of the pay stations and the pay-on-foot machines, including keys, additional coin boxes, and collection canisters.

4. Garage office space located at the Center Street Garage with a desk, computer, phone, and internet.

5. Citation handheld devices and printers for the issuance of parking citations.

6. A secured location at City Hall, including coin counting equipment, coin storage, and necessary supplies, including coin bags.

6. Minimum Qualifications

6.1. Demonstrated three (3) years of experience providing contract parking operations and services, including all functions described in this RFP.

6.2. Demonstrated three (3) years of experience providing direct customer service in a municipal or university parking environment, providing parking enforcement services, paid parking maintenance support, assisting customers with issues, parking permits (including processing permit applications, collecting payment, and requesting permit zones), issuing refunds, and general parking questions.

6.3. Required proof of evidence of financial soundness and financial resources to complete a project of this size. Financial statements for the last three years that have been audited or reviewed by an independent certified public accountant that is not an employee of the Proposer must be submitted. Financial statements need only be included with the original proposal or in a separate envelope marked “Confidential – Company Name”.

7. Scope of Work All Contractor responsibilities described in this Scope of Work are subject to the oversight of the City’s Parking Facilities Manager, who will serve as the General Manager for the off-street parking program. The Contractor shall report directly to the City’s Parking Facilities Manager, who will ensure contract compliance, operational alignment, and performance accountability on behalf of the City.

7.1. Overview

7.1.1. Contractor will be responsible for ensuring that the proposed services are compliant with the State of Michigan and the City of Royal Oak rules, laws, and regulations.

7.1.2. Contractor must have the ability to recommend, establish, administer, and enforce existing parking programs and to adapt to any program expansions (i.e., parking permit programs, metered parking, or managed/timed parking in select areas).

7.1.3. Proposers’ operations shall be scalable. The Contractor shall plan that its role will grow with the program and consider the City’s future economic developments.

7.1.4. Contractor, as the City’s agent, shall also be responsible for the administration of any future parking programs as agreed to through contract amendment.

7.1.5. Effective ongoing communication and participation in meetings with the City, as needed based on City request, are critical administrative functions.

7.1.6. The Contractor will identify performance issues, implement recommendations, and monitor improvements to meet and exceed the City’s objectives.

7.2. Contractor Oversight

7.2.1. Contractor shall provide a key person (Project Manager) who will be responsible for program oversight and delivery of services. This single point of contact for City staff will be responsible for working directly with City staff to manage, implement, and oversee the ongoing operation. The Project Manager shall coordinate efforts with the City designee. They shall be capable of being on-site in the City and be available to respond in person when necessary, as well as for daily communications. They shall be available to the City at all times by telephone or video access during the program to respond to City needs, questions, and/or issues.

7.2.2. Contractor shall provide a high level of professionalism in all interactions with both City staff and the public. The City’s managed parking areas shall be handled in a professional, business-like, and efficient manner, providing the highest level of assistance, service, and courtesy to patrons of the public parking areas.

7.2.3. Metrics of success will be established with the Contractor, which include customer service and are not driven by the number of citations issued or fees collected.

7.2.4. Contractor shall create a Disaster Preparedness training program for all personnel, specific to their roles, obtain City approval, and provide the training to its staff.

7.2.5. Contractor will be financially responsible for any damaged, lost, or stolen equipment provided by the City. The Contractor will prepare and maintain a complete, detailed, accurate, and current inventory of all equipment and supplies provided by the City for use by the Contractor.

7.2.6. In the event of the termination of a Contractor’s employee, Contractor shall collect all issued materials, including, but not limited to, City, Contractor, and government identification cards, correspondence, and keys, before the individual leaves their assigned workstation. The individual’s logins to various systems used in the performance of their duties will be locked or deleted.

7.2.7. All staff will wear uniforms while on duty. The Contractor will be responsible for providing personnel with proper, complete, and acceptable uniforms that have been approved by the City. The Contractor will establish a mutually agreed-upon uniform issuance schedule (including uniform quantities distributed by position) with the City, and costs will be reimbursed based on the agreed-upon uniform schedule.

7.2.8. Contractor shall work in coordination with the City to develop a management plan for garages and develop a staffing plan that considers current economic developments and potential impact on parking and traffic within the City. All final plans will require approval by the City.

7.2.9. Contractor will be responsible for ensuring that all required roles are filled to limit vacancies in key roles. Key roles will be defined and mutually agreed upon when the proposed schedules are approved. Ongoing vacant key roles are subject to performance penalties.

7.2.10. Contractor shall employ only persons competent and skilled in the performance of the assigned work and will support a culturally sensitive work environment that provides fair and equitable customer service support to all residents, employees, and visitors. The City reserves the right to have the Contractor remove or transfer any Contractor staff from service within the City of Royal Oak for articulable reasons, including but not limited to appearance standards, negative customer interactions, or poor job performance.

7.2.11. Contractor will provide skilled and responsible supervision for such persons and ensure ongoing training and development. Supervisor(s) must meet all criteria to perform PA duties, as needed.

7.2.12. Contractor will be responsible for all employee hiring (including background checks), supervision, discipline, and termination actions.

7.2.13. Personal vehicles or other equipment will not be used to perform responsibilities under this contract without the City’s written approval.

7.2.14. All the Contractor’s staff must have a valid US-issued driver’s license prior to commencing work.

7.2.15. Staffing schedules will be mutually agreed upon with the City, and the Contractor must adhere to Michigan’s Department of Labor and Economic Opportunity's compensation guidelines. The City must approve all overtime.

7.2.16. Contractor must attend monthly meetings and will be required to present ongoing performance reports, including financial and operational details, along with monthly, quarterly, and annual comparisons and analyses. The Contractor will be expected to answer questions and provide requested follow-up within a mutually agreed-upon timeline.

7.2.17. In coordination with the City, the Contractor will be responsible for drafting and presenting annual budgets.

7.2.18. Contractor shall facilitate regular coordination meetings to review operational, safety, and performance issues. These meetings are initially anticipated to be held weekly, but may be adjusted to bi-weekly or monthly as operations become routine.

7.3. Garage Operations

7.3.1. Contractor will manage the day-to-day operations for garages, including but not limited to accommodating parking permits and validations, managing lease tenants, equipment cleaning, customer service requests, revenue collections, and daily maintenance, such as sweeping, graffiti clean-up, and refuse management.

7.3.2. Contractor shall manage the maintenance of designated public parking areas as defined by the agreement or additional/expansion areas as designated by the City. Maintenance and repair of parking garages outside the scope of the resulting contract shall be promptly reported to the City for referral to responsible parties. An example of an issue that requires reporting to the City is a structural issue that necessitates the builder's attention.

7.3.3. All facilities must be maintained in a clean, orderly, and safe manner.

7.3.4. Contractor will assist with the implementation, deployment, tracking, and reporting of various off-street parking incentive programs that could include future merchant validation programs.

7.3.5. Contractor shall be responsible for the cleaning and upkeep of each of the parking garages and grounds, a minimum of three times per week, and additionally, directly after special events. This cleaning includes garbage collection and cleanup of grease and oil spots throughout the garages, as well as mowing, cleaning, and leaf cleanup of the garage and grounds.

Sweeping and removal of debris within parking garages is required daily.

Additionally, the Contractor shall be responsible for the semiannual power washing of each garage. The areas required to be cleaned and maintained include, but are not limited to:

7.3.5.1. Painting parking spaces and all other associated striping within parking areas

7.3.5.2. Aisles

7.3.5.3. Stairwells and elevators, if applicable

7.3.5.4. Pedestrian pathways

7.3.5.5. Vehicular entrances and exits

7.3.5.6. Paid parking equipment, including ensuring screens are readable

7.3.5.7. Parking office

7.3.6. The final garage cleaning schedule will be determined in consultation with the City at the time of the contract.

7.3.7. Contractor is responsible for reporting any equipment in poor operating condition to the City as soon as possible, including but not limited to all lighting, cameras, fire extinguishers, sprinklers, and hoses.

7.3.8. Contractor shall report to the City any parking signs in poor condition, including graffiti and stickers, faded/damaged signs, within 48 hours.

7.3.9. Contractor shall verify the parking occupancy equipment in the garages with daily audits and adjustments, as specified by the manufacturer of the occupancy equipment. The City is soliciting options separate from this RFP.

7.3.10. Contractor will ensure that garages are used only to park vehicles for short-term purposes. Other activities, including long-term vehicle storage (except where permitted) and loitering, will be prevented. The Contractor may contact the Royal Oak Police Department for assistance as needed.

7.4. Parking Permits

7.4.1. Contractor will administer the City’s off-street permit parking program, including issuing, renewing, and canceling permits, verifying eligibility, reviewing and approving or rejecting permit applications (where needed), accepting payments, sending notices, and providing reports.

7.4.2. Contractor shall respond to calls, emails, and in-person requests and questions from customers, including, but not limited to, permit inquiries, including permit application, payment options, account issues, and technical support for the customer portal.

7.4.3. Contractor will have administrative duties for any new programs added in the future, including residents, non-residents/guests, contractors, and visitors.

7.4.4. Contractor will work with technology vendors to ensure permit data is adequately communicated to enforcement systems, including the handhelds and LPR.

7.4.5. Contractor will support permit waiting list management utilizing the PMS as much as possible.

7.5. Special Events

7.5.1. Contractor will work in coordination with the City to develop a special event management plan for any parking managed by the Contractor and develop a staffing plan for events that may impact parking and traffic within the City.

The Contractor will provide representation, as needed, for meetings involving planning, resources, and reporting for the garages and other parking facilities. All final plans will require approval by the City.

7.5.2. Contractor will provide special event metrics within 72 hours of the special event.

7.6. Paid Parking Equipment Maintenance, Repair, and Installation

7.6.1. Contractor will be responsible for the maintenance and repair of equipment supporting or related to the paid parking program, including but not limited to:

7.6.1.1. PARCS equipment in public garages.

7.6.1.2. Pay station equipment in public garages, off-street lots, and on-street locations.

7.6.2. Contractor’s staff shall be trained and/or certified by the manufacturers of the equipment. Contractor will support all levels of maintenance and emergency response to address equipment that impacts customer usage, such as payment equipment that is out of service.

7.6.3. Contractor’s staff will install and manage any additional and replacement parking equipment as instructed by the City.

7.6.4. Contractor’s staff will perform preventative maintenance for all equipment, per the manufacturer's schedule, proactively monitor the lifecycle of equipment, and identify opportunities to refresh systems before the end of its useful life.

7.6.5. Contractor’s staff shall replenish consumables in the machines (receipt paper, etc.) as needed, to be reimbursed in a monthly invoicing process.

7.6.6. Contractor’s staff will perform the repair of all equipment upon dispatch or alert from the equipment’s management system. All repairs shall be completed within 24 business hours unless the repair requires escalation to the manufacturer or the necessary parts are not in the manufacturer's suggested inventory.

7.6.7. Contractor will provide Level 1 equipment support for all paid parking equipment. The Contractor will coordinate PARCS and pay station training for their staff. The Contractor will also be responsible for coordinating maintenance with technology providers as needed, providing maintenance tools and related supplies, and maintaining a mutually agreed-upon consignment spare parts inventory, as recommended by equipment manufacturers (supplied by the City).

7.6.8. Contractor will be the first point of contact with the parking technology vendors for any regular or emergency maintenance needs; however, the City maintains the right to contact vendors directly, as needed.

7.6.9. Contractor shall maintain a log, available in a digital format (such as an Excel spreadsheet) of parking equipment complaints/malfunctions. The log will note the date, equipment ID, location, issue description, name, and contact information of the person reporting the issue, the diagnosis of the root cause, the corrective action(s) taken, the date the issue was resolved, and the initials of the person who made the repairs. The log must be available to the City upon request.

7.6.10. The City will provide all necessary tools, equipment, and supplies to meet the requirements of this section. The Contractor shall be responsible for maintaining an inventory of the tools and equipment received from the City.

7.7. Revenue Collections and Counting

7.7.1. The City will expect the Contractor to collect and count all coin and bill revenue from all parking systems, including on- and off-street locations.

7.7.1.1. On-street, surface lots, two garages: Coin and Credit Card Pay Station Equipment (Pay stations)

7.7.1.2. Two garages: Coin, Bill, and Credit Card Pay-on-Foot Equipment (PARCS)

7.7.2. The Contractor will provide on-demand collections for all paid parking equipment within the program. Collections shall be scheduled and mutually agreed upon with the City by the Contractor to minimize the amount of money stored in the machine. The equipment manufacturer shall provide training for collections and reconciliation.

7.7.3. Contractor shall perform the counting processes for all pay stations in the City’s secured room located at City Hall as directed by the City’s Finance Department.

7.7.4. Contractor shall secure and document counted monies in the secured room as directed by the City’s Finance Department.

7.7.5. Contractor agrees that all monies collected on behalf of the City are and shall remain the sole property of the City. Contractor shall not deduct its fees from City monies.

7.7.6. Contractor shall maintain confidentiality, accountability, and control of all keys, codes, and combinations in its possession.

7.8. Parking Enforcement

7.8.1. Contractor shall implement and perform a customer service-based parking compliance program starting with two of the City’s four parking garages. The program shall prioritize education and compliance with the posted regulations over penalties.

7.8.2. Contractor’s parking compliance program shall be scalable to accommodate expansions and contractions of area and time.

7.8.3. Contractor shall formulate new or revised parking management and enforcement programs and procedures as needed to respond to the needs of the community effectively.

7.8.4. The City expects parking enforcement to occur 8:00 a.m. to 10:00 p.m., Monday through Saturday in all areas managed by the Contractor. Contractor shall propose patrol routes and schedules for City approval and ensure that said routes and schedules are staffed and adhered to as agreed. The Contractor will ensure that coverage is adequate, fair, regular, and consistent with no preference shown for any reason. The Contractor and its staff will not provide any preferential treatment to any person or entity in the performance of their compliance duties.

7.8.5. Contractor will provide full-time and/or part-time Parking Ambassadors (PAs) plus supervisor(s) to provide coverage to meet the City’s requirements for locations and applicable times, including special events that may be outside regular hours.

7.8.6. Parking Ambassadors shall monitor parking activities, as they pertain to State Law and City Code.

7.8.7. Contractor’s PAs will use equipment and software provided by the City including citation issuance handhelds with printers and a vehicle equipped with mobile license plate recognition cameras in their job functions, and they will be responsible for the proper care of all equipment. The Contractor’s staff will provide appropriate controls to ensure the citation processing system deliverables and support are provided in accordance with the agreement between the citation processing vendor and the City.

7.8.8. PAs shall understand they are representatives of the City of Royal Oak and have a customer-service-oriented attitude to managing compliance, to generate a positive reputation for parking enforcement public interactions.

7.8.9. PAs shall not have targets or quotas for citation issuance. They will focus on educating parkers on regulations, answering customer questions, and coordinating the issuance of warning notices in lieu of citations, as directed by the City to ensure that posted regulations are observed. Enforcement needs to be balanced with the opportunity to ensure visitor education and a positive customer experience.

7.8.10. PAs shall provide a high level of customer service and assistance, as needed, to give directions, information, phone numbers, etc., to all users of City parking (in the field and by telephone).

7.8.11. PAs shall patrol all assigned areas at a frequency sufficient to ensure compliance with posted time limits, any required payments or permits, and all other authorized City Parking Codes and Regulations. Any questions or confusion concerning the content or intent of any parking code or regulation, or any parking compliance issues outside of those authorized in the final scope of work, will immediately be brought to the attention of the PA’s supervisor.

7.8.12. PAs shall, when discovering a vehicle that is not in compliance with parking restrictions for the area where it is parked, make an informed judgment about the appropriate action to take for the vehicle, including:

7.8.12.1. Having a conversation with the driver or passenger of the vehicle to educate them on the parking restrictions and suggest alternative locations for parking.

7.8.12.2. Issuing a warning for the infraction.

7.8.12.3. Issuing a citation for the infraction.

7.8.12.4. Requesting assistance from a police officer.

7.8.12.5. Requesting to have the vehicle towed, through a process to be determined by the City.

7.8.12.6. Immobilizing the vehicle, if authorized by the City.

7.8.13. When directed by the City, the PAs shall issue warnings to support an education and outreach campaign that allows drivers to adapt to any parking management changes.

7.8.14. PAs shall work with the Royal Oak Police Department (ROPD), as necessary, regarding parking enforcement, and defer citation issuance to the ROPD if the observed violation is outside of the scope of this Agreement.

7.8.15. PAs shall make court appearances, as directed by the Court, for hearings when an alleged violator chooses to contest a citation. Such court time will be counted as part of the regular workweek.

7.8.15.1. A PA failing to appear for a scheduled court hearing will be documented by the Contractor, including the reason for the absence, and reported to the City immediately.

7.8.16. PAs shall report any condition or deficiency that may pose a hazard or a danger to the general public, including, but not limited to, vandalism, stall marking deficiencies, potholes, or other hazards. Reports shall include photographic evidence when possible.

7.8.17. PAs shall not be allowed to void citations. Supervisor-voided parking citations will be recorded, monitored, and reported by the Contractor to the City.

7.8.18. PAs shall be able to account for all activity, including but not limited to time and garages patrolled during each shift by producing a valid Daily Activity Report (DAR).

7.8.19. PAs shall report all non-functioning equipment to a supervisor immediately.

7.8.20. PAs shall identify scofflaws as determined by local and state regulations, as part of their regular enforcement duties.

7.8.21. PAs shall assist in registering residents at parking locations with any parking technology needs.

7.8.22. Contractor shall provide training for all regular, replacement, and additional contract employees, as well as any necessary retraining and continuing education for these employees. Training shall be comprehensive and shall include:

7.8.22.1. Parking compliance customer service.

7.8.22.2. Parking enforcement statutes and ordinances, including regulations and resolutions enacted by the State of Michigan and the City of Royal Oak.

7.8.22.3. Parking compliance equipment and technology, including but not limited to citation handhelds, vehicles, and LPR.

7.8.22.4. Parking enforcement programs.

7.8.22.5. Policies and procedures adopted by the City.

7.8.23. Contractor will provide each new PA with at least 40 hours of initial job-related training prior to assignment in the field, as well as any necessary retraining or follow-up training required to correct deficiencies in performance.

7.8.24. Contractor will provide each PA with at least eight (8) hours of in-service, ongoing training per year. Such training will cover topics such as changes in the law, new aspects of the City’s parking program, diversity, equity, and inclusion, as well as refresher or expanded training in customer relations. The subjects and content of such training will be approved in advance by the City.

7.8.25. Contractor shall be responsible for all training, maintenance, repair, and support related to parking enforcement technology, including, but not limited to, citation handhelds, vehicles, parking management systems, and License Plate Recognition (LPR). Contractor personnel may be requested to participate in City-provided training classes throughout the term of the agreement.

7.8.26. Contractor shall prepare and submit a monthly summary of all PA performance activity, including the issuance of warnings and citations. The report format will be mutually agreed upon with the City.

7.8.27. Contractor shall be the first line of contact for all complaints regarding the PAs' issuance of parking citations.

7.8.27.1. Contractor management will make every attempt to rectify a complaint.

7.8.27.2. In the event that the customer is not satisfied with the handling of their complaint, they will then be directed to contact the appropriate personnel at the 44th District Court.

Requests for modifications or dismissals must adhere to legal processes and documentation guidelines.

7.8.28. Contractor shall receive requests for service during regular business hours and liaise with the City as needed.

7.8.29. Contractor shall use the City-provided vehicle-mounted License Plate Recognition (LPR) system vehicle(s), which include image capture and processing capabilities and permit automatic license plate reading and matching operation, for vehicles used for Parking Compliance patrols.

7.8.30. Contractor shall be responsible for all training, maintenance, and support relating to the LPR system, including real-time data integration with current and future parking technology solutions within the City.

7.8.31. Contractor will provide and maintain the capability to support two-way conversations with or broadcasts to the field personnel whenever they are on duty, such as through radios or mobile device apps.

7.8.32. Contractor will have the ability to provide automated status reports and updates for complaints and service requests received from the City.

7.8.33. Contractor shall contact ROPD for all vehicles that require a tow through a process to be mutually agreed upon with the City.

7.8.33.1. Contractor should have the ability to contract directly with a towing vendor in the future, if necessary, subject to negotiation.

7.9. Customer Service

7.9.1. Contractor shall provide onsite support and customer service at the City-provided garage office.

7.9.2. Contractor will act as the first point of contact for any reported maintenance or operations issues and will remedy any issues.

7.9.3. Contractor will provide an escalation plan to inform the City of unresolved issues or customer service concerns.

7.9.4. Contractor shall provide a secure “drop box” which will allow customers to deposit correspondence during hours when the Parking Customer Service Center is not open to the public. The drop box must be checked at least daily, Monday-Friday, and all items within it shall be processed within 1 business day.

7.9.5. Copies of any physical correspondence must be digitally stored including, including any envelopes, correspondence, and responses.

7.9.6. Customer service is a City priority. The Contractor shall provide a high level of professionalism in interactions with the public, City staff, and other vendors.

7.9.7. The City’s parking garages shall be managed in a professional, business-like, and efficient manner, providing the highest level of assistance, service, and courtesy to patrons of the public parking areas.

7.9.8. Customer service shall be available by telephone, text/SMS, and online (via email, web forms, web chat, teleconference, and other media).

7.9.9. The Contractor shall provide a 24-hour telephone IVR system, with a local or toll-free number, which allows the customer to choose the type of support needed and work through a phone tree.

7.9.10. During the hours of 8:00 a.m. to 5:30 p.m. EST, seven days per week, the system shall transfer the call to an agent when appropriate.

7.9.10.1. At other times, the IVR shall allow callers to leave a message for processing when agents are available.

7.9.10.2. All messages left by customers shall be returned by the Contractor within 24 business hours.

7.9.11. The IVR shall be able to transfer callers to other systems not managed by the Contractor, such as the District Court for the citation processing system, so that customers aren’t required to hang up and dial another number to get assistance.

7.9.12. The IVR shall support Telephone Device for the Deaf (TDD) services.

7.9.13. The telephone system shall be capable of recording calls under the direction of the City, including selected calls or all calls.

7.9.14. Contractor shall provide a 24-hour text/SMS system. During the hours of 8:00 a.m. to 5:30 p.m. EST, seven days per week, the text/SMS system shall queue requests that agents can process. At other hours, the text/SMS system shall provide basic answers and guide customers to other forms of assistance.

7.9.15. Contractor shall provide a customer service email address that is processed 8:00 a.m. to 5:30 p.m., Monday through Saturday. Emails received outside those hours should cause an auto-response to be sent to the initiator, setting an expectation for when the customer should receive a response and pointing to other support channels.

7.9.16. All complaints must receive a response within 24 business hours after receipt.

7.9.17. Contractor shall keep a record of all customer service sessions and transactions, including complaints and dispatches, similar to a Customer Relationship Management (CRM) system. Complaints and dispatches should have follow-ups to indicate the resolution.

7.9.18. Specific functions to be provided by the Contractor for customer service include, but are not limited to:

7.9.18.1. Receiving requests/complaints for enforcement and

dispatching immediately to the appropriate Parking Ambassador or Supervisor.

7.9.18.2. Receiving complaints about inoperative or damaged parking equipment and dispatching immediately to repair technicians.

7.9.18.3. Providing support to customers with questions about the pay station or mobile payment system.

7.9.18.4. Triaging complaints and responding or escalating as appropriate.

7.9.18.5. Providing appropriate files for the Court as needed.

7.9.19. Telephone numbers used for Customer Service, including the IVR and text/SMS, shall be assigned to the City. Should there be a change of Contractor in the future, the phone numbers will be available for any successor Contractor to provide service without requiring a change of phone numbers used by customers.

7.10. Finances

7.10.1. Contractor is responsible for the overall financial reporting for the tasks listed in this scope. The revenue and expenses for each garage must be actively monitored and tracked to ensure the most accurate reporting and optimal operation of the parking system.

7.10.2. Contractor will provide financial reporting to the City’s Treasury department on a weekly basis.

7.10.3. Contractor shall keep accurate and complete records and accounts of all receipts and business transactions.

7.10.4. Summary reports of expenses, receipts, and reimbursables must be in a digital format that is easily searchable for ease of management and coordination.

7.10.5. Contractor shall pay all operating costs, including, but not limited to, labor, supervision, bookkeeping, Subcontractors, and supplies, to be reimbursed through regular monthly invoicing to the City. Reimbursement submissions must include all supporting details, including all payroll details, receipts, and specific expense details.

7.10.6. Contractor shall obtain receipt paper and other consumables for the pay station and PARCS equipment, and shall restock the equipment as required (to be reimbursed through monthly invoicing).

7.11. Reporting

7.11.1. Contractor shall provide the City with reports and documentation on all aspects of the operation. Contractor shall provide sample reports to the City for review and shall adjust the reports as required by the City.

7.11.2. Reports for auditing purposes will be provided according to an agreed-upon schedule or as requested by the City.

7.11.3. Contractor shall prepare and submit a monthly activity summary for the operation in a format mutually agreed upon with the City.

7.12. OPTIONAL: 24/7 Customer Support

7.12.1. The City is interested in having the Contractor support a customer phone line and intercom support with live customer support 24/7. Proposers shall detail this option in their proposal.

7.13. OPTIONAL: Credit/Debit Card Processing, Revenue Collections, Counting, Depositing, Reconciliation, and Reporting

Per this Scope of Work, the Contractor is responsible for the collections and counting of all paid parking coin and bill revenue utilizing the City’s counting equipment in a secured room provided by the City. The City is interested in expanding this scope to have the Contractor manage the whole process including collection, counting, depositing, and reconciliation. Proposers shall describe their process including:

7.13.1. How the meter monies would be reconciled, including a detailed description addressing the accuracy count and how wet or sticky coins, bent coins, foreign coins, and slugs are accounted for.

7.13.2. The facility location and staffing plan that would support the revenue reconciliation and counting process.

7.13.2.1. All counting shall be performed under camera surveillance that provides live monitoring by the City.

7.13.3. The deposit processes including:

7.13.3.1. Deposit documentation and notification processes

7.13.3.2. Banking posting/reporting to the City

7.13.3.3. Procedures for deposit discrepancies

7.13.3.4. Collected revenue shall be deposited into the City’s designated account within 24 hours from the time the actual coin collection occurred. If this is not feasible, Proposer shall describe the deposit schedule that can be achieved and guaranteed.

7.13.3.5. All collected funds shall be transported via armored vehicle service

7.13.3.6. The Contractor shall verify that the collection vault identification number and security seal match the daily collection assignment. Currently, cash is transferred into money bags.

7.13.3.7. Any loss in interest due to the delay on revenue deposits shall be reimbursed by the Contractor to the City unless due to conditions outside of the Contractor’s control (e.g., power loss, natural disaster, etc.)

7.13.3.8. Contractor shall perform a monthly audit of pay machines and match revenues collected to generated reports and present findings to the City by the 15th day of the following month.

7.13.3.9. Contractor shall perform the reconciliation processes for all credit and debit card payments received by the City’s parking equipment.

7.14. OPTIONAL: Procurement Agent Services

The City reserves the right to explore enforcement and parking technology equipment, hardware, and software replacement options, including financial alternatives that are in the best interest of the City.

7.14.1. As necessary, the Contractor will work on behalf of the City and as its Procurement Agent to identify the best solution for desired enforcement and parking technology, hardware, and software alternatives and to identify the lowest financing rate available, if applicable.

7.14.2. Procurement guidelines will be mutually agreed upon and will adhere to City procurement guidelines, with the escalation going to the City. Based on the established dollar thresholds, Contractor will solicit at least three (3) bids to ensure best practices and to obtain the best value for goods and services on behalf of the City, with a solicitation preference provided to local businesses.

All procurement documentation and communications shall be immediately available to the City upon request.

7.14.3. At the request of the City, the Contractor may serve as City’s Procurement Agent to assist with the procurement of parking-related equipment, technologies, and support services, including but not limited to: pay stations, pay station spare parts, pay station assemblies, merchant processor, garage equipment, signage, banners, parking supplies, extended equipment warranties, computer equipment, telecommunication equipment, landscaping and snow removal services on behalf of the City. The City will conduct and have final review and approval of all such procurements.

7.15. OPTIONAL: Other Parking Management Support and Optional Services

7.15.1. To the extent Proposer believes they can provide the City with additional services in matters relevant to the City’s interests, provide a brief description of those services and an approximation of the charge for each service of this type. Such services would be contracted for on an “as needed” basis, to be provided and billed for separately.

8. Liquidated Damages The following are the proposed liquidated damages that would be incorporated into any final agreement and should be considered in the Proposer's pricing options. While it is not the intention of the City to seek a punitive relationship, the City requires a solution that performs to the standards described throughout the Contractor’s proposal.

The Contractor agrees to pay these amounts to the City as set forth:

8.1. Implementation Penalties

8.1.1. Contractor shall be required to commence operation no later than May 31, 2026. Should Contractor fail to commence operation in compliance with the stated commencement date, City reserves the right to assess Contractor penalties in the amount of $25,000 per day.

8.2. Monthly Compensation Deductions

For the purpose of monthly compensation fee deductions, “Office Employee” is defined as any individual performing duties as a General Manager, Assistant Manager, Parking Supervisor, or Office/Parking Supervisor. “Field Employee” is defined as any individual performing duties as a Parking Ambassador, Collections/Maintenance Staff, or Custodial Attendant. “Paperwork” is defined as any documents used by Contractor at the direction of City to record daily business activities, including but not limited to detailed payroll records, incident reports, monthly revenue reports, fee collections, parking validations, and bank deposits.

8.3. Upon review of the operation of the required reports, City retains the right to deduct fees from Contractor’s monthly compensation under any of the following conditions:

8.3.1. $25.00 per day for each page of paperwork that the Contractor processes and fails to submit to the City at the direction of the City.

8.3.2. $25.00 per day for each page of paperwork submitted by the Contractor to the City that is not properly corrected, contains missing information, or is inaccurate.

8.3.3. $50.00 for each instance that a key role, including but not limited to Office Employee or Field Employee, is absent from an assigned work area for reasons of abandonment or personal, non-emergency interest. Such penalty shall not preclude Contractor from initiating disciplinary action.

8.3.4. $50.00 for each instance that an Office Employee or Field Employee interacts with a customer unprofessionally while performing duties.

8.3.5. $200.00 for each instance that a Field Employee fails to adequately anticipate the need for open lanes by not scheduling off-peak period employee…