RoyalOakRFP-RO-2025-030_TCM.xlsx
XLSX spreadsheet 44 KB Posted
- Attached to
- Parking Operator RFP
- Solicitation number
- RFP-RO-2025-030
- Issued by
- Oakland County, Michigan
About this file
This document is a Request for Proposal (RFP) issued by the City of Royal Oak, Michigan, seeking a comprehensive parking operator to manage its downtown parking infrastructure. The RFP covers four parking garages (approximately 2,500 spaces), ten surface lots (770 spaces), and 814 on-street parking spaces, with electronic proposals due by 12:00 pm on November 21, 2025. The contract term is expected to begin June 1, 2026, with the selected contractor responsible for full-service parking management including enforcement, customer service, revenue collection, equipment maintenance, permit administration, and special event parking management. Shortlist interviews are planned for January 2026, with a contract award anticipated in February-March 2026.
The contract is structured as a performance-based arrangement where the contractor will be reimbursed for operating costs through monthly invoicing, with all revenues remaining the property of the City of Royal Oak. The RFP requires comprehensive insurance coverage and seeks a contractor who can implement new technologies such as Flowbird pay-by-plate stations, ParkMobile mobile payment, and Park Loyalty for citation and permit management. While no specific budget range is explicitly stated, the contract appears designed for a three-year period with potential price adjustments based on actual operating costs and inflation. The city will provide essential equipment including an LPR-equipped vehicle, collection vehicle, office space, and citation devices to support the contractor's operations, with evaluation criteria focused on previous experience, performance, and overall best value to the city.
View the file
Other files
Show all 38
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Instructions Proposer:
| General |
| For submittal, save and submit the TCM as an Excel file and name it "RoyalOakRFP-RO-2025-030_TCM_VendorName". |
| Enter your company's name in the yellow highlighted section on each tab. |
| DO NOT add or remove rows or columns. |
| Minimum Qualifications/Requirements |
| Proposers shall select if they Comply or Do Not Comply with each Minimum Qualification/Requirement Column C (“Response”) for each of the following tabs. |
| DO NOT edit any content in columns A-B. |
| TechnicalRequirements |
| Proposers shall select a response for each requirement Column D (“Response”) for each of the following tabs. A description of each response is below is in the workbook tab. |
| Proposers may enter additional context in Column E (“Comments”) for each tab. |
| Proposers shall not enter any comments in Column E ("Comments") that contradict the Proposer’s response in Column D (“Response”). In cases where it is perceived that the comments contradict the response in Column D, the line item will be scored as the proposer cannot meet the requirement. |
| Technical Requirements | |
| Section Description | Number of Requirements |
| 7.1 Overview | 6 |
| 7.2 Contractor Oversight | 18 |
| 7.3 Garage Operations | 10 |
| 7.4 Parking Permits | 5 |
| 7.5 Special Events | 2 |
| 7.6 Paid Parking Equipment Maintenance, Repair, and Installation | 10 |
| 7.7 Revenue Collections and Counting | 6 |
| 7.8 Parking Enforcement | 33 |
| 7.9 Customer Service | 19 |
| 7.10 Finances | 6 |
| 7.11 Reporting | 3 |
MinimumQualifications
| Response Indicator | Description |
| C | Comply |
| N | Do Not Comply |
| Minimum Qualifications | Proposer: | ||
| Section Description | RFP Requirement # | Requirement | Response |
| 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. Minimum Qualifications | 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. Minimum Qualifications | 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”. |
TechnicalRequirements
| Response Indicator | Description | Instruction |
| S | Standard: The feature/function/service is included in the proposed program or current system and will be implemented by the planned go-live date as part of the Proposal in accordance with agreed-upon planning with the City. | Proposers are encouraged, but not required, to provide additional information in the Comments column to further demonstrate the system/program’s ability to meet the requirement. |
| F | Future: The feature/function/service will be available in a future program or system update available to the City by May 31, 2026, at which point it will be implemented in accordance with agreed-upon planning with the City. | If a response indicator of “F” is provided for a requirement that will be met in the future, the Proposer shall indicate the planned release version, as well as the time the release will be generally available. |
| C | Customization: The feature/function/service is not included in the current program or system and is not planned to be a part of a future update/enhancement. However, this feature/function/service could be provided with custom modifications. | If a response indicator of “C” is provided for a requirement that can be provided with custom modifications, the Proposer shall indicate how the customization can meet/support the requirement. |
| T | Third Party: Feature/Function is not included in the current system and is not planned to be a part of a future update. However, this feature could be provided with integration with a third-party system. This system should be specified. | If a response indicator of “T” is provided for a requirement that will be met by integration with a third-party system, the Proposer shall identify this third-party system and include a cost proposal to secure this system. |
| N | No: Feature/function/service cannot be provided. |
| Parking Operator | Proposer: | ||||
| Section Description | RFP Requirement # | Requirement | Response | Comments | |
| 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 Overview | 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 Overview | 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 Overview | 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 Overview | 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 Overview | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 7.2.12 | Contractor will be responsible for all employee hiring (including background checks), supervision, discipline, and termination actions. | |||
| 7.2 Contractor Oversight | 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 Contractor Oversight | 7.2.14 | All the Contractor’s staff must have a valid US-issued driver’s license prior to commencing work. | |||
| 7.2 Contractor Oversight | 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 Contractor Oversight | 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 Contractor Oversight | 7.2.17 | In coordination with the City, the Contractor will be responsible for drafting and presenting annual budgets. | |||
| 7.2 Contractor Oversight | 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 Garage Operations | 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 Garage Operations | 7.3.3 | All facilities must be maintained in a clean, orderly, and safe manner. | |||
| 7.3 Garage Operations | 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 Garage Operations | 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: | |||
| 3.5.1. | Painting parking spaces and all other associated striping within parking areas | ||||
| 3.5.2. | Aisles | ||||
| 3.5.3. | Stairwells and elevators, if applicable | ||||
| 3.5.4. | Pedestrian pathways | ||||
| 3.5.5. | Vehicular entrances and exits | ||||
| 3.5.6. | Paid parking equipment, including ensuring screens are readable | ||||
| 3.5.7. | Parking office | ||||
| 7.3 Garage Operations | 7.3.6 | The final garage cleaning schedule will be determined in consultation with the City at the time of the contract. | |||
| 7.3 Garage Operations | 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 Garage Operations | 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 Garage Operations | 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 Garage Operations | 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 Parking Permits | 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 Parking Permits | 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 Parking Permits | 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 Parking Permits | 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 Special Events | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 7.6.3 | Contractor’s staff will install and manage any additional and replacement parking equipment as instructed by the City. | |||
| 7.6 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Paid Parking Equipment Maintenance, Repair, and Installation | 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 Revenue Collections and Counting | 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 Revenue Collections and Counting | 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 Revenue Collections and Counting | 7.7.4 | Contractor shall secure and document counted monies in the secured room as directed by the City’s Finance Department. | |||
| 7.7 Revenue Collections and Counting | 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 Revenue Collections and Counting | 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 Parking Enforcement | 7.8.2 | Contractor’s parking compliance program shall be scalable to accommodate expansions and contractions of area and time. | |||
| 7.8 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 7.8.6 | Parking Ambassadors shall monitor parking activities, as they pertain to State Law and City Code. | |||
| 7.8 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 7.8.19 | PAs shall report all non-functioning equipment to a supervisor immediately. | |||
| 7.8 Parking Enforcement | 7.8.20 | PAs shall identify scofflaws as determined by local and state regulations, as part of their regular enforcement duties. | |||
| 7.8 Parking Enforcement | 7.8.21 | PAs shall assist in registering residents at parking locations with any parking technology needs. | |||
| 7.8 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 7.8.28 | Contractor shall receive requests for service during regular business hours and liaise with the City as needed. | |||
| 7.8 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Parking Enforcement | 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 Customer Service | 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 Customer Service | 7.9.3 | Contractor will provide an escalation plan to inform the City of unresolved issues or customer service concerns. | |||
| 7.9 Customer Service | 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 Customer Service | 7.9.5 | Copies of any physical correspondence must be digitally stored including, including any envelopes, correspondence, and responses. | |||
| 7.9 Customer Service | 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 Customer Service | 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 Customer Service | 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 Customer Service | 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 Customer Service | 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 Customer Service | 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 Customer Service | 7.9.12 | The IVR shall support Telephone Device for the Deaf (TDD) services. | |||
| 7.9 Customer Service | 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 Customer Service | 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 Customer Service | 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 Customer Service | 7.9.16 | All complaints must receive a response within 24 business hours after receipt. | |||
| 7.9 Customer Service | 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 Customer Service | 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 Customer Service | 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 Finances | 7.10.2 | Contractor will provide financial reporting to the City’s Treasury department on a weekly basis. | |||
| 7.10 Finances | 7.10.3 | Contractor shall keep accurate and complete records and accounts of all receipts and business transactions. | |||
| 7.10 Finances | 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 Finances | 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 Finances | 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 Reporting | 7.11.2 | Reports for auditing purposes will be provided according to an agreed-upon schedule or as requested by the City. | |||
| 7.11 Reporting | 7.11.3 | Contractor shall prepare and submit a monthly activity summary for the operation in a format mutually agreed upon with the City. |
Summary_Scoring
| Proposer: | 0 | ||
| Requirements Section | MAX Points | Proposer Score | Proposer Compliance |
| 7.1 Overview | 30 | 0 | 0% |
| 7.2 Contractor Oversight | 90 | 0 | 0% |
| 7.3 Garage Operations | 50 | 0 | 0% |
| 7.4 Parking Permits | 25 | 0 | 0% |
| 7.5 Special Events | 10 | 0 | 0% |
| 7.6 Paid Parking Equipment Maintenance, Repair, and Installation | 50 | 0 | 0% |
| 7.7 Revenue Collections and Counting | 30 | 0 | 0% |
| 7.8 Parking Enforcement | 165 | 0 | 0% |
| 7.9 Customer Service | 95 | 0 | 0% |
| 7.10 Finances | 30 | 0 | 0% |
| 7.11 Reporting | 15 | 0 | 0% |
File details come from the government source that posted it. Updated .