Sacramento_International_Airport_Parking_Reservation_System_Services_RFP.pdf

REQUEST FOR PROPOSALS

PARKING RESERVATION

SYSTEM SERVICES AT

SACRAMENTO INTERNATIONAL

AIRPORT

Proposals Due:

Tuesday, September 9, 2025 12 P.M. Pacific Time

Request for Proposals Table of Contents Parking Reservation System Services at Sacramento International Airport

TABLE OF CONTENTS

I. SUMMARY AND BACKGROUND

II. PURPOSE AND OBJECTIVES

III. ANTICIPATED SCOPE OF SERVICES

IV. TERM AND EFFECTIVE DATE OF THE AGREEMENT

V. HOW TO OBTAIN A COPY OF THIS RFP

VI. DEADLINE AND PROPOSAL SUBMISSION

VII. OPTIONAL VIRTUAL PRE-PROPOSAL CONFERENCE

VIII. FORMAT OF PROPOSAL

IX. MINIMUM QUALIFICATIONS

X. STATEMENT OF QUALIFICATIONS

XI. FEE STRUCTURE, PROPOSAL COST, AND SCOPE

XII. REFERENCES

XIII. RFP TIMELINE

XIV. EVALUATION OF PROPOSALS

XV. QUESTIONS

XVI. BACKGROUND CHECKS

XVII. CONDITIONS

XVIII.NEGOTIATION OF AGREEMENT

Attachments:

1. Sample Agreement for Parking Reservation System Services at

Sacramento International Airport

2. FAA General Contract Provisions for Solicitations

3. County of Sacramento Contractor Certification of Compliance Form

4. Contractor Identification Form

5. Exception and Substitution Form

6. Price Proposal Form

Request for Proposals

Sacramento International Airport

July 25, 2025

TO: Prospective Service Providers

FROM: Ashley Leal Administrative Services Officer II Sacramento County Department of Airports

SUBJECT: Parking Reservation System Services at Sacramento International Airport

I. SUMMARY AND BACKGROUND

The County of Sacramento (County) owns and/or operates four airports in Sacramento County, including Sacramento International Airport (SMF or Airport) through the Department of Airports (SCDA or Department). The Department is issuing this Request for Proposals (RFP) to solicit proposals from prospective service providers (Contractors) to provide the Department with an online Parking Reservation System (PRS) for the public parking facilities at SMF.

The selected Contractor shall perform the services described in this RFP as requested by the Director of Airports (Director), on a time-and-expense basis, subject to a specified not-to-exceed amount. The selected Contractor shall be required to execute an agreement for the provision of PRS services, the template for which is attached hereto as Attachment 1 (Agreement). Any proposed exceptions to the terms and conditions of the Agreement must be clearly identified and submitted as part of the Contractor’s proposal using Attachment 5 – Exceptions and Substitutions.

SMF is currently undergoing a comprehensive modernization initiative known as SMForward (https://sacramento.aero/smforward), a large-scale capital improvement program designed to reimagine and enhance the airport experience for passengers, employees, and partners. As part of this ambitious program, SMF is investing in infrastructure, technology, and services that improve operational efficiency, passenger convenience, and long-term scalability.

A key component of the SMForward program is the transformation of SMF’s parking and access systems, including the deployment of a state-of-the-art PRS to support contactless, convenient, and flexible parking for travelers. The PRS will be designed and deployed in parallel with the following projects and upgrades impacting the parking program:

https://sacramento.aero/smforward

A. Tiered Access Control for Reserved Parking

1. Select levels of the current garage and surface lots will utilize gated entry control with reservation-only access enabled by IP entry stations and barrier arms, allowing for exclusive, pre-booked parking zones.

2. To support early adoption and test the PRS functionality, SMF will initially designate the following areas for reservation-based parking products, subject to change:

a. Lot 51 – Conversion to Dedicated Reservation Lot

SMF intends to repurpose the existing 796-space employee Lot 51 into a dedicated pre-booked public parking lot, expanding reservation capacity near terminal areas.

b. Garage Levels – Exclusive Pre-Booking Access

i. Yet-to-be-determined level(s) of the existing garage will be allocated exclusively for advance reservations.

ii. Entry points will be outfitted with IP entry stations, rear LPR cameras, QR code readers, and barrier arms to ensure a premium, reservation-only parking experience.

B. Deployment of New PARCS Infrastructure

1. SMF has completed the transition to a new Parking Access and Revenue Control System (PARCS) for all existing public and employee parking facilities provided by IP Parking (IP), the Department’s current PARCS services vendor.

2. The system is built around IP’s ParkBase software platform, complemented by IP lane equipment and payment stations supporting both cash and credit transactions.

3. Integrated technologies include INEX Zamir 500G License Plate

Recognition (LPR) cameras, TagMaster Automated Vehicle Identification (AVI) readers and tags, and QR code readers.

C. Garage Parking Guidance System Deployment

SMF will install the Indect Upsolut camera-based Parking Guidance System (PGS) beginning in Q3 of 2025 in the existing garage to enable real-time space detection, enhance wayfinding, and support level-based parking reservations.

D. New Parking Garage Development

A new parking structure, currently under construction and expected to open in Q4 of 2026, will add approximately 5,500 spaces. This facility will also feature IP PARCS equipment and the Indect Upsolut PGS, creating a fully integrated, scalable parking ecosystem.

II. PURPOSE AND OBJECTIVES

The County wishes to enter into the Agreement with a single qualified Contractor for the provision of a PRS and associated support services, as further described in the Anticipated Scope of Services (Section III below) and outlined in Attachment 1 to this RFP.

The selected Contractor shall provide a robust, user-friendly PRS that meets or exceeds the following requirements:

A. Enhance Passenger Convenience

1. Pre-Booking and Payment

a. Passengers must be able to reserve and pay for parking in advance through a mobile-responsive web portal or mobile application.

b. The system must support multiple payment methods including credit cards, Apple Pay, Google Pay, and airport-issued coupons or vouchers.

2. Digital Credentials

Reservations must generate a digital credential (e.g., QR code, LPR) usable for touchless entry and exit.

3. Reservation Modifications

Users must be able to modify or cancel reservations within defined policies. Refund processing must be automated where applicable.

B. Provide Flexible Parking Solutions

1. Dynamic Product Configuration

a. Airport administrators must be able to define and configure various parking products including economy, premium, and short-term options.

b. Support time-based pricing, promotional codes, tiered loyalty discounts, and bundled offers.

2. Customer Segmentation Tools

System must allow targeting of offers to distinct customer types (e.g., frequent flyers, business travelers, families).

3. Inventory Control Provide administrative tools to allocate, restrict, or adjust reservation inventory dynamically by lot, date, and time.

C. Increase Revenue through Upselling

1. Ancillary Product Marketing

a. The PRS shall allow integration or linking of ancillary airport services (e.g., car washes, EV charging, valet service, lounge access, dining credits).

b. Enable upselling during the reservation process using smart prompts or banners.

2. Cross-Platform Campaigns

Allow SMF to deploy targeted campaigns across email, SMS, and mobile app notifications to promote parking and non-parking products.

3. Data Analytics Dashboard

Provide real-time dashboards and reports that show reservation behavior, product performance, conversion rates, and upsell revenue.

4. Automation of Ancillary Process

a. Provide outline of how third-party ancillary providers are paid for services.

b. Provide details on scheduling and reporting for all scheduled and completed ancillary services.

D. Enhance Passenger Convenience Provide SMF passengers with the ability to reserve and pay for available parking spaces online, ensuring a seamless and stress-free parking experience to enhance overall customer satisfaction.

E. Provide Flexible Parking Solutions

Offer SMF passengers new parking products and promotions at existing facilities, providing greater flexibility and catering to diverse passenger needs, thereby increasing customer loyalty and potential revenue streams.

F. Increase Revenue through Upselling Market and up-sell additional airport services such as lounge access and concessions, driving ancillary revenue and improving the overall passenger experience at SMF.

G. Facilitate Performance Evaluation and Strategic Insights

Equip the Department with a customized dashboard and detailed reports to accurately evaluate product performance. This data enables informed decision-making and strategic planning for new products and promotions. These reports include:

1. Sales metrics

2. Revenue figures

3. Cancellation and amendment rates

4. Average booking costs

5. Running revenue totals

6. Average lead times

H. Provide Real-Time Data Accessibility

Provide an intuitive interface for SMF passengers, Department staff, and other authorized PRS users to access real-time, configurable parking data.

I. Offer Personalized Passenger Experience

Collect individual passenger parking activity data to tailor parking products more effectively, improving passenger satisfaction and fostering repeat business.

J. Provide Agile Product Launches

Enable quick and targeted new product launches via all web-enabled devices (PCs, smartphones, tablets), including the ability to cross-sell and upsell both parking and non-parking products.

K. Offer Dynamic Pricing Flexibility

Offer maximum flexibility in creating variable and demand-based pricing for all parking products, optimizing revenue and aligning pricing strategies with market conditions.

L. Provide Robust Reporting Capabilities

Provide the Department with comprehensive and configurable PRS reporting tools to assess product performance, facilitating data-driven management and continuous improvement.

M. Support Enhanced Administrative Control Equip the Department with administrative and content management tools to continuously update, improve, and customize the online booking customer experience, ensuring it remains user-friendly and competitive.

N. Accommodate Third-Party Sales Integration

Enable third-party sales and reporting, broadening the market reach and providing additional revenue opportunities.

III. ANTICIPATED SCOPE OF SERVICES

SERVICE LOCATION

Facility Name: Sacramento International Airport (SMF) Street Address: 6900 Airport Blvd.

City and Zip Code: Sacramento, CA 95837

PART 1 - GENERAL DEFINITIONS

List of Abbreviations:

ADA Americans with Disabilities Act API Application Programming Interface AVI Automated Vehicle Identification CCPA California Consumer Privacy Act EMV Europay, MasterCard, and Visa FAQ Frequently Asked Question IP IP Parking Inc.

LPR License Plate Recognition PA-DSS Payment Application Data Security Standard PCI Payment Card Industry PCI DSS Payment Card Industry Data Security Standard PGS Parking Guidance System PII Personally Identifiable Information POF Pay On Foot PRS Parking Reservation System PSP Payment Service Provider ROADS Repository of Airport Data System SAT Site Acceptance Test SCS Space Count System

1.1 RESPONSIBILITIES

A. For purposes of these Scope of Services, “Contractor” shall mean the successful Contractor and any of its subcontractors or subconsultants employed in the provision of PRS and associated support services.

B. The Contractor shall provide, maintain, and monitor a fully hosted online prepaid PRS that accepts reservations and bank card payments for both the test bed (Phase 1) and production phases (Phases 2 and 3).

1. The Contractor shall ensure all interfaces and integrations are provided as defined in this document.

2. The PRS parameters shall be flexible enough to be configurable to meet Department’s current and future needs.

3. The PRS shall be fully implemented as a web interface, allowing the

Department to utilize all its functionalities from any browser, regardless of geographical location.

C. The Contractor shall provide the following:

1. Customization of the PRS website (within the constraints of the proposed PRS website templates) as directed by the Department.

2. Hosted payment page as part of the online PRS website.

3. Setup Department parking products and revise, as needed, until go-live.

4. Booking widget for the Department website main page to input reservation dates and times.

5. Links in the Department website to the online PRS website.

6. Links in the PRS website to FAQ’s, Terms & Conditions (T&C’s), privacy policy, parking maps, and other relevant information.

D. The Department will provide the following:

1. All necessary logos, fonts, colors, graphics, and pictures.

2. Content to be displayed for website links.

E. The PRS information security provisions, policies and procedures shall be equivalent to those of the Department’s.

F. The PRS shall accept the following identifiers for lane access:

1. QR code

2. License plate (with QR code as a backup)

G. The PRS shall operate in all unstaffed PRS-configured lanes.

H. Reservation QR codes scanned at POF stations shall display a message identifying the QR code as a reservation and to proceed to the exit lane.

I. The PRS shall provide reservation, variable pricing, and yield management features.

J. The PRS shall be configurable to offer upsell products as part of the booking process.

K. The PRS shall be configurable to offer ancillary products and services and bundles as part of the booking process.

L. The Contractor shall provide the Department and its representatives access to the PRS administrative software application that provides a reservation dashboard, data tools and filter, reports, and changes to PRS configurations including product/price/promotion management.

and pricing.

1.2 MINIMUM REQUIREMENTS

The selected Contractor shall deliver a fully functional PRS that meets or exceeds the following minimum requirements:

A. Compliance and Regulatory Requirements

1. The PRS shall conform to the most current versions of all applicable codes, regulations, and standards, including but not limited to:

a. PCI DSS

b. ADA accessibility standards

c. Federal, State of California, Sacramento County, and other applicable local ordinances and regulations

2. The Contractor shall provide documentation confirming compliance with the above standards.

B. System Integration

1. The PRS shall integrate with SMF’s existing PARCS solution via a documented and supported API.

2. The PRS shall fully support the exchange of the following data in real time:

a. Reservation creation, modification, and cancellation

b. Credential generation (QR code, LPR, or AVI ID)

c. Occupancy management and access validation

d. Financial transaction reconciliation

C. Functional Capabilities

The PRS must:

1. Support reservation lookup and modification by users

2. Allow for discount or promotional codes to be applied at checkout

3. Enable dynamic pricing and product-based inventory control

D. Administrative Tools

The PRS shall include a secure, web-based admin portal with:

1. Real-time visibility of reservations and inventory

2. Customizable reports and dashboards

3. Marketing and campaign configuration tools

4. User role-based access control

5. Ability to configure blackout dates, restricted times, and limited time offers

E. Reporting and Auditing

The PRS shall provide comprehensive financial and operational reports, including:

1. Daily reservation activity

2. Revenue summaries by location/product/date

3. Reconciliation with PARCS transactions

4. Promotion/campaign effectiveness tracking

5. Export capability to CSV, PDF, and API feeds

F. Security and Data Privacy

In addition to PCI DSS compliance, the PRS shall:

1. Encrypt all PII and financial data in transit and at rest

2. Adhere to best practices for user authentication and session management

3. Include audit logging and alerting for security events

4. Comply with CCPA requirements

G. System Availability and Performance

The PRS must maintain:

1. 99.9% system uptime (excluding scheduled maintenance)

2. Response time under two (2) seconds for core reservation transactions under normal load

3. Redundant hosting with data backup and disaster recovery protocols

H. Support and Maintenance

The Contractor must provide the following:

1. 24/7/365 technical support

2. Defined incident escalation protocols

3. Regular software updates and security patches

4. Onboarding and training support for SMF personnel

I. Future Scalability and Flexibility

The PRS must be designed to:

1. Accommodate the addition of new parking facilities and products

(e.g., valet, EV charging)

2. Support integration with future SMF applications (e.g., mobile app, loyalty programs)

3. Allow multi-lingual support and ADA accessibility compliance enhancements

1.3 PARKING FACILITIES DESCRIPTION

A. SMF Parking Facility Map

B. Facilities Description – Table 1 provides information for the overall SMF parking facilities. SMF has a PARCS test bed in Terminal B with one entry lane, one exit lane, and one pay-on-foot station.

Table 1: Summary of SMF Parking Facility Counts

C. SMF Parking Transactions – Table 2 provides a comparison of the monthly historical and forecasted number of originating and non-originating enplanements.

Table 2: SMF Historical Parking Transactions

The PRS must also meet the following requirements to ensure long-term scalability, operational readiness, and financial accountability.

D. Future System Expansion

The PRS must be built to support future expansion, system enhancements, and integration with additional facilities, technologies, and third-party systems anticipated under the SMForward development program.

1. Long-Term Scalability

The PRS shall support expansion to new parking products and facilities for a minimum of five (5) years, aligned with phased implementation of SMForward projects.

2. Modular and Upgradeable Design

The PRS architecture shall be modular and scalable, enabling the Airport to deploy or remove system components with minimal disruption.

3. Expansion-Ready Functionality

The PRS shall accommodate future enhancements, including but not limited to:

a. Integration of additional parking facilities, including surface lots, garages, and valet service zones.

b. Open and well-documented APIs for integration with third-party systems (e.g., loyalty programs, mobile apps, business analytics platforms).

c. Addition of new features and functional modules without re-platforming.

d. Remote firmware and software updates without the need for field equipment replacement or system downtime.

E. Required PRS Service Components

The selected Contractor shall provide all necessary software, infrastructure, and support services required to deliver and maintain a fully operational, prepaid PRS, both in the test environment and in live production.

1. System Hosting and Monitoring

Contractor shall provide and maintain a secure, cloud-hosted PRS with 24/7 monitoring, including uptime tracking, performance analytics, and threat detection.

2. Software and Interface Support

Contractor shall maintain all software components, APIs, and system interfaces required for complete end-to-end functionality of the PRS.

3. Test Bed and Production Deployment

The PRS shall be configured, deployed, and validated in a test bed environment prior to production use. Functional, security, and integration testing must be conducted at both stages.

4. Revenue Processing and Deposits

Contractor shall process all online prepayments and ensure daily deposits of revenue into a designated Sacramento County financial institution. Deposits must include full transaction records and settlement summaries.

5. Reconciliation and Financial Reporting

a. The PRS shall produce detailed daily and monthly financial reports that enable reconciliation between sales and deposits.

b. Reports must include breakdowns by product type, transaction volume, upsell revenue, unearned/deferred revenue, and refund activity.

6. Operational Reports

The PRS shall generate and export reports summarizing:

a. Reservations by product type

b. Upsell performance

c. Customer behavior and purchasing trends

d. Cancellations, no-shows, and earned vs. unearned revenue

7. Documentation and Training

Contractor shall provide:

a. Comprehensive system operating manuals

b. Step-by-step administrative procedures

c. User-friendly training materials (slides, videos, quick-start guides)

d. Onsite or virtual training sessions for designated Airport staff

8. Warranty and Post-Warranty Support

Contractor shall offer a warranty on all hosted software and services for a minimum of two (2) years post go-live.

Post-warranty support shall include:

a. Ongoing system monitoring

b. Helpdesk services

c. Software patches and updates

d. Performance optimization as needed

F. Phasing of PRS:

1. Phase 1: The PRS will be installed in Department’s test bed location for testing purposes and Department approval.

2. Phase 2: Once approval is provided from Phase 1, the PRS will be deployed to production for testing in one entry lane and one exit lane per direction of Department staff.

3. Phase 3: Once approval is provided from Phase 2, the PRS will be deployed across the entire designated lot.

PART 2 - PRS REQUIREMENTS

For purposes of these Scope of Services, “Contractor” shall mean the successful Contractor and any of its subcontractors or subconsultants employed in the provision of PRS and associated support services.

2.1 API INTEGRATION REQUIREMENTS

A. The PRS shall expose and consume robust, secure, and well-documented APIs to enable seamless data exchange between the PRS, SMF systems, and third-party applications. All API components must adhere to the following requirements:

1. API Architecture & Standards

a. RESTful Design: All endpoints shall follow REST principles, using appropriate HTTP methods (GET, POST, PUT, DELETE) and standard status codes.

b. Versioning:

• APIs must be versioned (e.g., v1, v2) in the URL path to allow backward-compatible enhancements.

• Deprecation notices must be provided at least ninety (90) days before end-of-life for any version.

B. Core Endpoints & Payloads

1. At a minimum, the PRS API suite shall include the following endpoint groups:

Endpoint Group Key Operations

Reservations • Create/modify/cancel reservation

• Retrieve reservation details

Inventory & Availability

• Query real-time space counts by facility, product, and time window

Credentials & Access • Generate QR codes or LPR/AVI tokens

• Validate credentials at entry/exit

Payments & Refunds • Process payment authorization and capture

• Initiate refunds and adjustments

Reporting & Audit Logs

• Export financial transactions

• Retrieve audit trail for reservation activity

2. Each endpoint must clearly document:

a. Required and optional parameters

b. Request/response schemas (with examples)

c. HTTP status codes and error messages

C. Documentation & Support

1. Developer Portal:

a. Interactive API documentation (Swagger/OpenAPI specification) with “try-it-out” functionality.

2. Change Management:

a. Public changelog of API updates.

b. Advance notification (minimum 30 days) of breaking changes.

3. Technical Support:

a. Dedicated API support channel (email or ticketing).

b. SLA for API issue response: High-priority incidents addressed within four (4) business hours.

D. The Contractor shall provide, maintain, and monitor all software and API interfaces necessary to deliver a complete and functional online prepaid PRS for Phases 1-3.

E. Provide a PSP API interface to perform the following:

1. Process PRS website sales and deposits into the Department’s bank account. Department’s payment gateway is TNS / (previously named ADVAM), and its clearinghouse is Grant Street.

2. Push PRS data to IP’s Parkbase software.

F. PRS Data Transmittal Frequency:

1. Credit Card Approval: 5-7 seconds during the reservation process.

2. Sales Deposit: Daily to Department’s bank.

3. Reservation Data to/from PARCS: Near real-time.

4. Admin Module/Dashboard Refresh: Every 5 minutes.

5. Data to BI Tools (LAZ BI and ROADS BI): Daily.

G. The Contractor shall test the following in the test bed and then in production:

1. The PRS website.

2. The PRS API’s.

3. The PRS interface with the PARCS entry and exit lane hardware and pay stations.

4. The PRS API receiving data from the PARCS.

5. The Report API.

2.2 PRS CONTRACTOR RESPONSIBILITIES

A. Reservation Recognition - Detect and process pre-booked reservations when customers present access credentials.

B. Access Identifier Support - Support both QR-code scanning and license-plate recognition in all SMF entry and exit lanes.

C. Real-Time Occupancy Updates - Push upcoming reservation data to the Department in real time for accurate occupancy management.

D. Configurable Inventory Controls - Maintain separate, configurable space counts in the PARCS control system for each reservation product.

E. Overstay Management - Automatically calculate and collect any overstay fees at exit.

F. Grace-Period Configuration - Apply distinct entry and exit grace periods specifically for reservation transactions.

G. Reporting and Revenue Tagging - Flag reservation transactions and prepaid revenue in all standard PARCS reports.

H. Timed Nesting - Enable designated nested reservation zones with time-based nesting controls.

I. API Integration - Leverage IP’s Exhibit G API documentation and perform any necessary additional development to fully interface the PRS with the IP PARCS.

1. PARCS API: Enables the PRS to receive data from IP’s Parkbase software in near real-time.

2. Reporting API: Provide data to the Department’s Business Intelligence (BI) tools, which are the LAZ BI and the Repository of Airport Data System (ROADS) BI which is developed in-house by the Department.

2.3 PRS CUSTOMER REQUIREMENTS

A. The PRS shall offer an intuitive online tool for customers to easily reserve, modify, cancel, and pay for parking spaces.

B. The booking path shall be clear and user-friendly, with built-in cross-sell and upsell capabilities to enhance customer choices.

C. Customers shall be given the ability to conveniently select travel dates and view parking options, features, and rates across multiple facilities.

D. The PRS shall feature a responsive design, automatically adjusting to the user's device for an optimal viewing experience.

E. The PRS shall support all major browsers including Chrome, Firefox, Microsoft Edge, Safari, and mobile operating systems like Android and iOS.

F. At launch, the PRS shall support multiple languages, primarily U.S.

English and Spanish, ensuring accessibility for diverse users.

G. Easy online customer enrollment shall be provided, with simple account creation, login functions, and management tools for updating user accounts, including:

1. Account information (name, email, license plate)

2. Account preferences (preferred products, language)

3. Loyalty program enrollment (optional).

H. User login shall be straightforward and should be achieved via multiple methods including:

1. Email address

2. Facebook account

3. Gmail account

I. Login functions shall offer:

1. Recognition of user preferences

2. Modification/cancellation of reservations

3. Viewing of reservation history and upcoming reservations

4. Receipt printing

5. Password reset

J. The PRS shall display all available parking products for the selected reservation time, with an option to show sold-out products.

K. Flexible product presentation shall be available, including:

1. Configurable product order

2. Vertical, horizontal, and list views

3. Multiple sorting criteria

L. Parking products on the website shall include:

1. Product name, picture, branding, and description

2. Transport method icons to the airport terminal

3. Total product price

4. Savings amount in dollars and percentages

5. Number of spaces remaining

6. Number of spaces recently sold

7. Links to parking maps or details

M. The PRS shall allow for offering ancillary products and services, with payments processed during the reservation. Delivery coordination shall be handled by the Department.

N. Upsell of products shall be easily included in the booking process.

O. Customer information required for checkout shall be configurable.

P. The purchase page shall clearly and simply lay out all product information, taxes, and fees.

Q. Customers shall receive a reservation confirmation at the time the reservation is finalized, which includes:

1. Reservation details (dates, parking product, price breakdown, payment details).

2. Instructional content (text, pictures, video or links with content provide by the Department).

3. Printable receipt.

R. An email confirmation shall be sent to customers upon reservation completion, including:

1. Reservation details (dates, parking product, price breakdown, payment details).

2. QR code for entry and exit lanes and POFs.

3. Instructional content (text, pictures, video with content provided by

SMF).

4. Printable receipt and reservation QR code.

2.4 ADMINISTRATION

A. The PRS shall provide forward arrivals data for the number of future reservation customers expected to arrive for a specified time.

B. The PRS shall include flexible self-service website content management features, capable of accommodating different products and branding, including, but not limited to:

1. Landing Page

2. Content Areas

3. Product Descriptions

4. Logos

5. Images

6. Maps

7. Confirmation Receipts

C. The PRS shall contain programmable variable pricing and yield management tools.

D. The PRS shall allow Department staff to configure, modify, and delete the following with clear and simple tools:

1. Products

2. Rates

3. Promotions

4. Website page content

5. Email content

6. Link content

E. The PRS shall provide multiple pricing options including 365-day pricing calendar and automatically accommodates leap year.

F. The PRS shall contain the following “shortcuts” for ease of use:

1. Sharing, linking, and cloning products.

2. One-click pricing uploads.

3. Automated import of third-party reservation data.

G. The PRS shall offer configurable options for overstays and under stays such as:

1. Entry grace period - how far in advance of the actual reservation start time a customer can enter on their reservation.

2. Reservation start time – whether the reservation starts at the actual entry time or the reserved start time.

3. Exit grace period – how long after the reservation end time the customer has to exit before being charged for an overstay.

4. Determine if a refund will be issued for customers who do not stay for the full reservation period.

H. The PRS shall allow the breakdown of data and product/promotion performance data including, but not limited to:

1. Product

2. Promotion

3. Time Frame

4. Sales Channel

I. The PRS shall allow administrators to quickly and easily look up reservations in the parking office command center for trouble shooting, if access credential is forgotten or not read. Administrator access may be limited to reservation lookups, if specified by the Department.

1. Administrators shall be able to easily search reservations by reservation number, reservation dates, and by customer name.

J. Marketing Tools:

1. The PRS shall have the ability to recognize and use variable and one-time use promotional codes.

2. The PRS shall allow promotion codes to be re-used with different settings, for example the code ‘Turkey’ may be used every year for a Thanksgiving promotion and the promotion configuration may vary each year.

3. The PRS shall include automated campaign performance management and tracking services.

4. The PRS shall provide email and SMS text campaign features.

5. The PRS shall provide integrations with third party marketing services.

6. The PRS shall allow the Department to put tracking codes on site pages via Google Analytics.

2.5 DATA & REPORTING REQUIREMENTS

A. The PRS shall provide real-time dashboards with configurable content display. Dashboard content options shall include for selectable periods (day, week, month, year) and by product, or all the following information:

1. Number of daily arrivals expected by product.

2. Number of reservations made, number of requests, conversion rate.

3. Number/percentage of cancellations and amendments.

4. Calendar booking heatmaps or other display type to show reservation volumes by calendar day.

5. Revenue, average daily rate, average reservation value.

6. Average duration.

7. Average lead days.

8. Reservations by source (website, mobile, consolidators, 3rd parties).

9. Inventory allocations by product.

10. Occupancy history

11. Inventory Dashboard shows product inventory, availability, and pricing.

B. The PRS shall allow for the export of parking data in .csv, .xlsx, and .pdf formats.

C. The PRS historical data shall be available for the duration of the contract.

D. The PRS shall provide data query abilities that can be sorted with the following data fields for selectable start/end dates:

1. Reservation ID number

2. Booked arrivals

3. Booked return date

4. Cancellation

5. Modifications

6. Booked duration

7. Total reservation value (fee band)

8. Payment card type

9. Reservation date

10. Day of the week

11. Value and type of ancillary products and services sold

12. Up-sales and value of up-sales

13. Sales channel

14. Selectable car park, group of car parks, or category

15. Selectable periods:

a. Weekends

b. Grouped days of the week

c. Whole weeks

16. If SMF selects the option to send data from the PARCS to the PRS:

a. Arrival time

b. Departures time

c. Overstay fee

d. Overstay payment method

e. No show

E. The PRS shall provide a standard reporting module with select criteria available for each report by day, week and month.

F. The PRS shall provide revenue reporting functions for selectable start/end times:

1. Reports supporting reconciliation of daily website deposits to

Department’s bank account.

2. Reports to identify revenue adjustments such as refunds.

3. Reports to assist in determining unearned revenue.

4. Reports by revenue type (products, source) with details on taxes, fees, and discounts.

5. Future booking revenue and number of reservations.

6. Detail reservation report showing details of each reservation.

G. The PRS shall provide historical pricing reports.

1. Records shall be easily viewed and accessed.

2. Old pricing and promotional records shall not be overwritten.

H. The PRS shall provide the ability to schedule reports by the administrator and send to multiple email addresses.

I. The PRS shall provide a user defined report creator.

2.6 PAYMENTS & AUDIT REQUIREMENTS

A. The Contractor shall be responsible for the PRS PCI compliance.

B. The PRS shall be fully certified to the latest PCI DSS requirement standards at the time of proposed supplier submission.

C. The PRS shall be EMV compliant.

D. The Contractor shall prepare and submit to the Department a PRS Annual Report on Compliance (ROC).

E. The PRS shall provide online real-time authorization for bankcard payments.

F. For payments, the customer shall be directed to the PRS payment gateway’s website to input bankcard information. The PRS gateway shall send the request to the processor (“clearinghouse”), which is currently Grant Street. The processor shall provide authorization for all bankcard purchase transactions.

G. At the end of each business day, as mutually agreed by SMF and the gateway and processor, the PRS shall automatically provide necessary settlement data files.

H. The PRS shall accept the following payment options:

1. American Express

2. MasterCard

3. Visa

4. Discover

I. The PRS shall accommodate a product that can be cancelled up to the time of entry with an automated refund.

J. The PRS shall allow for a configurable “cancel before” time period as a general setting for all products that do not have a higher price for cancellation up until time of entry.

K. The PRS shall allow for end-to-end tracking of payments without heavy manual intervention such as:

1. Auto-generated unique payment reference ID.

2. Exact transaction date and time.

3. Payment method.

4. Value of the payment or the refund.

5. Whether it was a payment or a refund.

6. Associated reservation the payment was linked to.

7. Last four digits of the card used to make the payment if applicable.

8. Reference held by the payment service provider linked to the payment.

9. Reservation change details, dates, increase/decrease in fees.

10. Date, time, user ID of manual changes to reservations.

L. The PRS shall keep a log of system administrator functions including:

1. Date

2. Time

3. User ID

4. Description

2.7 SYSTEM SECURITY REQUIREMENTS

A. The Contractor shall provide the PRS hosting in a dedicated virtual private cloud environment.

B. Hosting service uptime shall be 99.999% with no latency issues.

C. The PRS shall provide scalable, load balanced web servers with redundancy and full disaster recovery, hosted in multiple secure data centers, preferably one of which is located within the USA.

D. The Department shall retain sole ownership and rights to all customer data.

E. The Contractor is prohibited from using customer data in any way that is not specified in this RFP.

F. The Contractor shall provide gateway servers to manage VPN connections in and out of the cloud.

G. The Contractor shall provide SOC II or a similar report.

H. The PRS shall provide licensing for a minimum of ten (10) users.

I. The Contractor shall provide system uptime, reliability such as website failures and bankcard failures, and stability including error monitoring and submit how these will be measured and reported.

J. The Contractor shall provide disaster recovery and submit procedures to the Department.

K. The PRS shall provide security groups to control access through user permissions and tracking.

1. Access to the PRS administration module shall require a valid user login and password.

2. The PRS shall provide fully encrypted password management.

3. The administration module provide granularity so that different users have access to different administrative features.

L. The PRS shall provide credit card and PII data protection, i.e., any data that can be used to distinguish or trace an individual’s identity.

M. The PRS shall provide scalability and submit how this will be achieved.

2.8 OPTIONAL PRS FEATURES

A. PARCS API for the PRS: The system shall receive data in near real-time from IP’s Parkbase software.

B. Reporting API: Data shall be provided once per day to the Department’s two BI tools, LAZ BI and ROADS, developed in-house by

SMF.

C. PRS integration with the PGS for vehicle locator: Customers shall receive a text message or email guiding them from their parked vehicle to the airport terminal, and back to their vehicle upon return.

D. PRS integration with the PGS for virtual nested areas: If a customer parks in a virtual nest but reserved elsewhere, they will receive a text message or email alerting them about the potential additional charges for parking in a different area.

E. E-Commerce platform: This feature allows customers to purchase and manage non-parking products such as airline tickets, hotel reservations, and rental cars.

F. Push Notifications: The PRS may have the ability to push reservation details to customer calendar applications like Outlook, iCal, and Google Calendar.

G. Loyalty Program:

1. Administered through the PRS for reservation customers

2. The program offers:

a. Automatic point accumulation based on criteria such as:

i. Parking product purchased

ii. Time of day/day of week promotions

iii. Account status based on point balances

b. Automatic customer point redemption

H. The Contractor shall provide pricing for the optional features defined herein as part of its proposal.

2.9 WARRANTY AND POST WARRANTY SERVICE AGREEMENT

REQUIREMENTS

A. The two-year Warranty period shall begin upon the issuance of the written Final System Acceptance by the Department (see section 3.5 below for information regarding when Final System Acceptance is issued).

B. All costs associated with providing, maintaining and monitoring the PRS shall be covered by the Contractor during the Warranty period.

C. Software Updates

Provide the Department with regular PRS software improvement releases (updates) at no additional cost as they become available.

D. Patches and Updates

1. Supply all PRS software patches and updates free of charge during the contract.

2. PRS functionality shall not be impacted during software patches and updates.

3. Deliver documentation at least seven calendar days prior to any

PRS software modifications, patches, updates, or upgrades. This documentation shall include:

a. Patch/update release designation

b. Proposed date and time of implementation

c. Detailed description of the patch/update’s functionality

d. Comprehensive disaster recovery procedures to revert the system to its pre-patch/update status

E. Change Management Compliance

Adhere to the Department’s change management procedures for all software patches, upgrades, and updates.

F. Coordination of Testing and Implementation

1. Coordinate with the Department as needed for the testing and implementation of all patches, upgrades, and updates.

2. PRS database and application software maintenance can be performed remotely or on-site as approved by the Department.

G. Corrective Patches and Upgrades

Provide corrective patches and upgrades in response to identified security vulnerabilities or system availability issues.

H. Service Support

1. The Contractor shall provide remote support as noted in Table 3 for the PRS software, integrations, and all third-party software applications provided as part of the PRS solution.

2. Online and telephone support shall be available twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year for critical system issues.

3. The following table outlines the issue resolution service levels:

Table 3: Department PRS Service Support

Priority Level

Issue Definition Hours of Support

Response Target

Resolution Time

1: Critical Failure(s) that:

• Impact the customers’ ability to make or modify reservations

• Impact communication with IP Parkbase

• Impact revenue collection and reconciliation

24/7/365

15 minutes from time of notification

2 hours from time of notification

2: Regular All other issues SMF Business

Hours

1 business day from time of notification

Completed 15 business days

4. The Contractor shall monitor the PRS and notify the Department of any system failures via email within the times in Table 3.

5. The Contractor shall maintain a service ticket system that:

a. Track system issues found by the Contractor during system monitoring.

b. Allows the Department and its representatives to submit PRS issues.

c. The ticketing system shall provide data to show whether service level agreements (SLAs) in Table 3 have been met each month.

I. Post-Warranty Support

1. The Post-Warranty support period shall begin after the two-year warranty period.

2. The Post-Warranty support shall have the same requirements as the warranty period.

3. The Post-Warranty term shall be for two (2) years, with one (1) option to extend the post-warranty term for one (1) year. County will by provide Contractor with written notice of such election sixty

(60) days prior to the expiration of the then existing Post-Warranty term.

2.10 INSTRUCTION AND TRAINING REQUIREMENTS

A. Onsite Training Delivery - Provide one full day of onsite training for designated SMF staff, delivered by a qualified instructor.

B. Comprehensive Instruction - Through classroom sessions and hands-on exercises, train staff on all PRS features, including operation, configuration, troubleshooting, and routine maintenance.

C. Training Schedule Development - Propose a detailed training schedule, including dates, times, and session durations, at a pre-installation kickoff meeting. Coordinate with the Department to finalize dates, avoiding peak operational periods.

D. Curriculum Outline - Submit an outline of training modules with estimated times for each topic, ensuring ample hands-on practice for every PRS component.

E. Training Format and Logistics - Combine presentations, live demonstrations, and practical exercises in a classroom designated by the Department. Supply a dedicated instructor for all sessions.

F. Language Proficiency - Ensure the instructor communicates fluently and clearly in English.

G. Training Materials & Documentation - Provide electronic and print copies of:

1. User manuals written in plain English, supplemented with photos, diagrams, and schematics

2. Quick start guides and troubleshooting checklists

3. Deliver all materials per the RFP’s submittal guidelines.

4. Grant the Department unlimited rights to reproduce training materials for internal use.

H. Training Categories - Provide training classes for all system functionalities, including the following:

Functionality Feature

• Dashboard • Change dashboard content

• Administration • Website changes

• Inventory changes

• Product changes

• Pricing changes

• Promotions set up

• Up-sale changes

• Daily arrivals

• Data filtering

• Report generation

• Report scheduling

• Technical • Assets

• Pages

• Page Groups

• Widget

• Translations

• Content Blocks

• Templates

• Forms

• Tracking Code

• Help Content

• Site Configuration

• Call Center (Operations) • View Bookings

• Amend Bookings

• Cancel Bookings

• Issue Refunds

• Customer Noted

• Re-Send Confirmation Emails

• Reservation Arrivals

• Revenue Reconciliation and Reporting

• Information available to reconcile web sale deposits and refunds

PART 3 - ADMINISTRATION REQUIREMENTS

3.0 SUBMISSION REQUIREMENTS

A. Within thirty (30) days of contract execution, submit the following deliverables to the Department:

1. Project Plan

2. Project Schedule

3. Technical Approach

4. Training Plan

5. Testing Plan

6. PRS setup document/information request

7. User documentation - user manuals to be written in English.

B. Document Updates – Within five (5) business days after receiving Department staff’s submittal review comments, resubmit revised documents.

3.1 PROJECT MEETING REQUIREMENTS

A. Project Kick-Off Meeting - Conduct a kickoff meeting after submitting the documents listed in Section 3 to review the PRS process, project schedule, other submittals, meet Department staff involved in the PRS, and discuss next steps.

B. Weekly Meetings - Schedule and participate in weekly project meetings via MS Teams (or a similar conferencing tool) from the design phase through system acceptance.

C. Meet with the Department (and other County departments, if necessary) as needed to configure the PRS.

D. Meeting Agendas - Prepare and distribute an agenda for each meeting until the project is closed.

E. Meeting Minutes - Prepare and distribute meeting minutes for each meeting until the project is closed.

F. Action Items Log - Prepare, maintain, and distribute a project action item log until the project is closed.

3.2 INSTALLATION AND CONFIGURATION SERVICES

REQUIREMENTS

A. The Contractor shall provide comprehensive services to design, configure, install, and test the PRS, including:

1. Project Schedule and Plan: Submit a detailed project schedule and implementation plan with the proposal, outlining milestones, deliverables, and the Quality Assurance and deployment process.

2. Configuration Review: Meet with the Department to review PRS configuration options and gather business rules for PRS configuration.

3. Asset Gathering: Meet with the Department to obtain assets needed for designing the PRS website.

4. Test Plan Submission: Submit a comprehensive test plan for both test bed and production environments covering the following:

a. User Acceptance Testing - cover the following areas:

i. Website functionality

ii. Bankcard processing

iii. PARCS interface

iv. Data and reports

v. Optional features

b. System Acceptance Testing

3.3 INTERNAL USER ACCEPTANCE TESTING REQUIREMENTS

A. Conduct internal tests of user acceptance test areas to confirm readiness for testing by the Department.

B. Costs incurred by the Department for retesting failed items, including labor and travel, shall be reimbursed to the Department if the responsibility lies with the Contractor.

C. Participation in Testing

1. Participate and provide technical support during the Department’s test bed and production tests.

2. Provide follow-up support for any failed test items.

D. Punchlist Maintenance

1. Maintain a punch list of open items from project start to System

Acceptance Test (SAT).

2. Record all deviations noted during acceptance testing on the punch list.

3.4 SYSTEM ACCEPTANCE TEST REQUIREMENTS

A. Commencement: After successful completion of all PRS tests and punch list items, commence the SAT on a mutually agreed date and time.

B. SAT Test Document: Submit an SAT test document outlining procedures for monitoring overall PRS performance, including:

1. General procedures narrative

2. Methodology for downtime and accuracy calculations

3. Electronic tracking document for failures and downtime during SAT

C. SAT Duration: Conduct the SAT for 30 consecutive 24-hour periods.

Restart if system performance criteria are not met.

D. SAT Performance Criteria: Ensure no subsystem is unavailable:

1. For four or more hours cumulatively.

2. For more than two consecutive hours Extend SAT duration by one day for each occurrence. Department may restart the SAT at Day 1 after correcting failed items.

E. Subsystem Failures and System Crash Handling:

1. Subsystem Definition: Includes PRS software, features, and integrations.

2. Exclusions from Failure Count: Excludes failures due to network connectivity issues beyond the PRS, failures outside the Contractor’s control, third-party failures, and natural disasters.

3. System Crash Handling: Halt, analyze, document causes, repair, and document repairs. Department may continue day count after system recovery or restart SAT at Day 1.

F. SAT Reporting:

1. One-page summary of system downtime and causes to be provided the following calendar day.

2. Detailed corrective action reports for each failure

3. Documentation updates impacted by corrective actions before Final

System Acceptance

G. Approval and Testing Continuation: Continue testing upon Department’s written approval of corrective action reports, ensuring isolated remedies without broader system impact.

H. Stability Testing: Demonstrate system stability—proper PRS functioning without data loss, instability, or contamination—for 30 consecutive days.

3.5 FINAL SYSTEM ACCEPTANCE

The Department shall issue Final System Acceptance in writing to the Contractor upon…