Project_Agreement_Exhibit_G_(Operating_Standards).docx

Smithsonian National Zoological Park CPF P3 RFP No. T17SOL10048

Exhibit G: Operating Standards Contents

Part I - GENERAL

1.1. Introduction and Purpose of Operating Standards and O&M Plan The purpose of these Operating Standards is to (i) provide the minimum general requirements for the operation and maintenance of the Parking System, as required by the Agreement and (ii) aid in the development of an operations plan to be developed annually by the Developer for the Parking System.

Developer acknowledges that its representatives will be seen by the users of the Parking System as representatives of the Smithsonian Institution and National Zoological Park and, as such, can impact the Smithsonian’s reputation both positively and negatively.

All of the obligations of the Developer set forth or referenced herein shall be performed by the Developer at its sole cost and expense without reimbursement from or set-off against amounts owed to the Smithsonian. All rights of the Smithsonian, and all obligations of the Developer, specified herein shall not constitute Compensation Events unless so provided in the Agreement. Any obligations of the Developer set forth in these Operating Standards shall be performed by or on behalf of the Developer as required by the Agreement.

Terms used and not otherwise defined in these Operating Standards shall have the meanings ascribed to them in the Agreement. To the extent that any term or provision specified herein conflicts with any term or provision of the Agreement, the Agreement shall govern.

The Developer shall provide all services associated with the management, operation and maintenance and rehabilitation of the Parking System in accordance with the Agreement and as set forth herein. The Developer will be responsible for the duties and tasks included in these Operating Standards. The Developer will perform all such duties and tasks and all other responsibilities required by these Operating Standards in a good and workmanlike manner in accordance with Prudent Industry Practice, and the Developer shall keep the Parking System in good condition and repair throughout the Term of the Agreement. If the Developer fails to meet these Operating Standards, it shall be subject to the procedures and remedies in the Agreement for addressing such failures.

These Operating Standards are intended to form a framework of reference and set forth the minimum obligations of the Developer with respect to the operations and maintenance of the Parking System and are not inclusive of all of the Developer’s responsibilities. If other deficiencies or situations develop during the Term that are not specifically noted herein, it is the Developer’s responsibility to correct the deficiencies and manage such situations such that the Parking System will be operated and maintained in the condition required by these Operating Standards.

Section 6.25 of the Agreement shall govern the processes with respect to the future modification of these Operating Standards.

1.2. Parking System

1.2.1. Parking System

For the avoidance of doubt, the “Parking System” means the system consisting of

(a) parking garages and surface lots;

(b) parking system assets (such as computer systems and software, payment and access control equipment, operating and maintenance equipment, etc.);

(c) once constructed, the Pedestrian Bridge and Mid-Point Connector Pathway; and

(d) any Developer installed landscaping, improvements, equipment, or systems (such as electrical, plumbing, HVAC, mechanical concerns to the point of connection or tie-in to the overall GSB system), all of which are located on the Parking System Site.

1.2.2. Exclusions

For the avoidance of doubt, the following services fall outside the scope of the Operating Standards and shall not be deemed in any capacity to be the Developer’s responsibilities:

(i) Operation and maintenance of Parking Lots A, B and D after issuance of an Acceptance Letter by the Smithsonian in accordance with Section 5.20 of the Agreement;

(ii) Equipment, maintenance, and operation of the NZP road network, excepting the signage identified under the Technical Requirements; and

(iii) The operation and maintenance of the GSB.

1.3. O&M Plan

The Developer shall propose an O&M Plan with respect to the operations and maintenance of the Parking System within the timeframes and with the content required herein and in the Agreement. All elements of the Parking System must have an appropriate maintenance and repair program/plan to provide a safe and satisfactory level of service and maximize their service life in accordance with these Operating Standards, and there must be a plan developed to provide high-quality and safe customer service for all users. All necessary operations and maintenance activities shall be carried out in a good and workmanlike manner so as to ensure continuous safety for users of the Parking System and sustain the value of the Central Parking Facility as Smithsonian assets. Condition assessments and inspections shall follow recognized national or industry standards, and original equipment manufacturers recommendation reasonably acceptable to the Smithsonian.

The Developer must update and submit its O&M Plan to the Smithsonian annually for the Smithsonian’s review and approval as required by the Agreement.

The O&M Plan shall, at a minimum, address the requirements set forth in these Operating Standards. The O&M Plan shall specify how the Developer has considered, trained, addressed, and planned for all operational and maintenance activities and has established protocols, procedures, responsibilities, and minimum requirements to maintain, rehabilitate and operate the Parking System to the performance levels specified herein and in the Agreement.

The Developer shall be responsible for all costs of maintenance, operations, system revitalization, and capital improvements of the Parking System (including, but not limited to, Mechanical, Electrical, and Plumbing (MEP) Systems), as specified in these Operating Standards and in the Agreement.

1.4. Developer Organization

As part of the O&M Plan, the Developer shall provide a general overview of its organization to manage and operate the Parking System, with a description of the equipment and how it will be used, as well as the staff and their functions, duties and responsibilities, including an organization chart. This overview shall also detail how the Developer will interface with the relevant departments within the Smithsonian.

1.5. Laws & Smithsonian Standards

With respect to the performance of its obligations hereunder, the Developer shall comply with Applicable Law.

With respect to the performance of its obligations hereunder, the Developer shall comply with all relevant Zoo Directives and Smithsonian standards, as may be amended from time to time, including amongst others, the following:

(i) ZD 205 - Emergency Dismissal or Closure Due to Adverse Weather Conditions and Other Emergency Situations

(ii) ZD-170 Smoke-Free Environment

(iii) ZD-110 Emergency (Contingency) Self-Protection Plan at the Smithsonian’s National Zoological Park

(iv) ZD-100 National Zoological Park Safety Program

(v) ZD-9 Crisis Communications Plan

(vi) ZD-7 National Zoological Park Animal Escape Protocol at Rock Creek Park

(vii) SI Safety Manual.

1.6. Compliance Period

The Developer shall cause any deficient portion of the Parking System to comply with the Operating Standards within the following timeframes: (i) for a deficiency reasonably likely to result in an Emergency or for a deficiency that violates Law, as promptly as practicable under the circumstances; and (ii) for all other deficiencies, within a commercially reasonable period of time Part II – OPERATIONS & FACILITIES MAINTENANCE SERVICE REQUIREMENTS

2.1. General Staffing Requirements

(a) Subject to the terms of the Agreement, the Parking System shall be operated by the Developer all year except December 25, in accordance with the following hours of operation:

Extended hours may be required for special events if requested by the Smithsonian. Any changes to such hours that materially increase the costs of operating the Parking System shall be a Compensation Event.

(b) The Developer must adjust staffing levels to ensure the continual operation of the Parking System at all times at the required service levels. For the Central Parking Facility, the Developer must clearly post the hours the CPF is staffed, or, when not staffed, then the Developer shall post a phone number or provide a call system to allow patrons to promptly contact a remote parking operator. For hours when there are no attendants on duty, field staff who can respond to any equipment malfunction must be available via a remote location to raise gates or assist customers in a timely fashion.

(c) The Developer shall be solely responsible for determining staffing needs to adequately fulfill the maintenance, contractual and operation/service requirements set forth in the Agreement, these Operating Standards and the O&M Plan. The Developer’s staff will operate the Parking System for the use of the general population of visitors to the National Zoological Park, as well as for employees, volunteers and contractors.

(d) The Developer must ensure that all staff hired are subjected to a background check complying with the Smithsonian’s requirements as set forth in Appendix A attached hereto and made a part hereof.

(e) At portions of the Parking System where access is controlled, the access control equipment will be active at all times, with at least one (1) member of the Developer’s staff available on- or off-site to deal with visitors who may have difficulties with access or egress to whom the staff must provide an initial response either in person or remotely within two (2) minutes, which, at a minimum, requires acknowledgement of the complaint to the customer within that two (2) minutes. The Developer shall maintain records of the response provided by its staff, including the actual response time for each incident, and the Developer shall promptly report to the Smithsonian any deviation from the above standard.

(f) The Developer shall require that all Parking System staff are:

(i) knowledgeable of the Parking System;

(ii) aware of and able to perform their assigned tasks; and

(iii) willing and able to provide reasonable assistance to customers on an as needed basis.

(g) Customer Satisfaction Surveys shall be conducted at least twice annually during each calendar year, in accordance with Section 6.5 of the Agreement, and include, at a minimum, customer feedback on the following operational matters and criteria:

(h) The CPF shall require the installation, operation, maintenance and upgrading of Parking Technology, including a real-time parking information system and signage to facilitate customers’ ability to easily locate available Parking Spaces. Systems and signage must also be installed, operated and maintained to assist customers in easily locating their parked vehicles and navigating between the CPF and the Zoo.

2.2. Parking Office Functions

The Developer shall have in place operations and policies for a central parking office (the “Parking Office”).

(a) General Overview of Parking Office:

(i) The Parking Office is the primary point of contact for customers who need parking information, parking related services, and event-specific information related to traffic and parking. The Developer’s office staff is responsible for facilitating refunds and reimbursements, managing permit issues, as well as providing current information.

(ii) Live customer service representatives will be available in sufficient numbers to handle phone and in-person inquiries. Customers shall be treated courteously and with respect at all times.

(b) Parking Office Hours

(i) Parking Office hours shall be, at minimum, consistent with Zoo grounds visitation hours. Extended hours may be required for special events. Any changes to such hours that materially increase the costs of operating the Parking System shall be a Compensation Event.

(ii) Whenever the Parking Office is closed, alternative options must be available, which may include a web-based or digital system.

2.3. Interagency Coordination

(a) The Parking System is located within the District and is subject to federal and District laws, rules, regulations, orders, ordinances, and other governmental standards and requirements which may be applicable from time to time, as the context may require. The Developer shall have in place procedures and policies that the Developer will follow to coordinate with relevant Government Authorities. The Developer is required to cooperate with governmental and regulatory agencies as well as with all Smithsonian departments, Smithsonian partners and public safety departments. These agencies and departments include, but are not limited to:

(i) District of Columbia Department of Transportation;

(ii) National Capital Planning Commission;

(iii) District of Columbia Metro Police Department;

(iv) District of Columbia Fire Department;

(v) National Zoological Park Police; and

(vi) National Park Police.

(b) These agencies and departments may require (i) access to one or all of the Parking Facilities; (ii) that the Parking System, or specific Parking Facilities, be closed for public safety purposes (without reimbursement to the Developer); (iii) that gates to a Parking Facility be raised or lowered due to emergency or law enforcement situations; (iv) access to information contained in any surveillance system; or (v) any other action or evidence that they deem necessary in the process of maximizing public safety during non-emergency and emergency situations.

(c) The Developer’s involvement with these agencies could include: compliance with blocking off parking areas, attending planning and operational meetings, or providing a representative in the NZP’s Emergency Operations Center in the event of a large-scale or critical situation that involves any aspect of the Developer’s responsibilities. This involvement could be required of the Developer at any time.

4) Smithsonian Department Cooperation

(a) The Developer will outline procedures for working with the various Smithsonian Departments, as enumerated in Section 4(b) of the Operating Standards below. These departments include, at a minimum:

(i) Park Manager;

(ii) Project Management Unit;

(iii) Parking Advisory Committee;

(iv) FONZ;

(v) Smithsonian Office of Facilities;

(vi) National Zoological Park Police; and

(vii) Smithsonian Communications Department.

(b) The Developer’s involvement with these departments as it relates to the Parking System will include, but are not limited to, the following:

(i) Representation on appropriate planning meetings;

(ii) Coordination of information and logistical activities to ensure visitor and employee parking needs are met;

(iii) Participation in work teams to plan impacts under numerous scenarios related to events;

(iv) Emergency coordination;

(v) On- and off-site construction; and

(vi) Working with stakeholders to execute plans.

2.5. Public Relations and Media Interactions

(a) The Developer shall have in place procedures for working with the Smithsonian and the Zoo. The Developer shall work with the Smithsonian to develop a change management plan for engaging stakeholders, the public and the media before, during and after any significant changes to the Parking System, including delivery of the CPF. The Developer may be contacted by members of the public and media regarding events, construction or general Smithsonian information, and the Developer shall respond to these requests with relevant information, a promise to look into the matter, or a reference to the appropriate party. The Developer shall provide communication materials along with accurate and timely public information regarding any impact to parking, as well as supporting general Smithsonian initiatives that may affect the Parking System.

(b) Communication Methods: The following is a list of communication mediums that the Developer shall use its commercially reasonable efforts to provide.

(a) Digital and electronic media (website, text messaging, e-mail, e-newsletters, social medial platforms, etc.). E-mails to customer service are to be responded to within twenty-four (24) hours in accordance with the requirements for customer responses set forth in Section 2.5(a) above.

(b) Print media, including newspaper ads, brochures, maps.

(c) Temporary/permanent signs including Parking Lot and CPF sign packages (permanent and temporary); temporary elevator outage notices; interior signs in the hallway of the parking office; and banners.

(d) Communication Items:

(1) Parking Map: Until the CPF is opened, printed versions of the Parking System map available at the Parking Office and online versions of the Parking System map, both showing all the parking locations, with information related to the Parking System.

(2) Special Events Parking Map: Printed versions of the Special Events Parking Map available at the Parking Office and online versions of the Special Events Parking Map, both with related specifics of special events parking (for visitors and for staff who must work).

(3) Advertisements and Promotions: Advertisements and promotions promoting, in reasonable detail, Permit sales, major events that will impact parking, and any changes to the Parking System.

(4) Temporary Signage: Signage to explain parking closures or parking disruptions (such as heavy demand due to special events) placed at the CPF and Zoo entrances in advance.

2.6. Service Vehicles

The Developer will be permitted, at its own expense, to utilize service vehicles to facilitate the operations and maintenance of the Parking System. The following guidelines must be followed for the use of service vehicles:

(a) The Developer must ensure such service vehicles are maintained and operated in accordance with Prudent Industry Practice.

(b) Insurance must be secured and maintained in accordance with the Agreement.

(c) Service vehicle requirements:

(i) All service vehicles utilized by the Developer must be clean, safe and regularly maintained to ensure safe operation.

(ii) The vehicle body must be relatively free from damage. If damage occurs, it must be repaired within a reasonable period of time.

(iii) Annual safety inspections must be performed.

(iv) Vehicles should promote energy efficiency, utilizing electric or other alternative fuel technologies, and must otherwise comply with all Laws.

(v) All service vehicles will be clearly identified and bear uniform markings indicating on both sides of the vehicle. These include, but are not limited to:

(1) “Parking Operations”;

(2) Vehicle (fleet) number;

(3) Parking Operations area code and phone number;

(4) Parking Operations web address;

(5) “How Am I Driving” or equivalent customer complaint/compliment decal and access number; and

(6) Vehicle (fleet) number located on the rear of each vehicle.

(vi) All service vehicles must be equipped with fully operational Mars lights or equivalent with flashing yellow caution lights.

2.7. Service Vehicle User Requirements

(a) Employees must be properly trained on proper use of service vehicles.

(b) The Developer is responsible for ensuring the safe operation of all service vehicles.

(c) Service vehicle operators and passengers shall not smoke in or around the service vehicles.

(d) Service vehicle operators shall not permit unauthorized passengers to utilize the service vehicles at any time.

(e) The Developer is required to report all service vehicle accidents on Smithsonian property to the Smithsonian within one Business Day following any accident.

2.8. Payment and Revenue Control Equipment

(a) The Developer shall be responsible for using the capabilities of the parking payment and revenue control system, including reports generated by the system, if applicable, to ensure that the proper Parking Fee is collected for each vehicle parked in the Parking System.

(b) Access and egress equipment, of whatever form, shall be operated in a manner to prevent interference with public rights of way, roads or streets through the queuing of vehicles attempting to or gaining entry to the Parking Facilities or other forms of interference that inhibit traffic flow on public and private rights of way, roads or streets.

(c) All payment equipment and support systems will be compliant with the Payment Card Industry (PCI) Data Security Standards in force at that time. Faulty or non-functioning payment systems shall be returned to operation within one day of the fault being reported to or discovered by the Developer where possible. If revenue collection systems are non-operational more than one day after discovery, the Developer shall make alternative arrangements to collect revenue during the period in which they are non-operational and provide an account of the interim revenue collection and customer service arrangements to the Smithsonian, which shall be of a sufficient standard to meet the reporting requirements of the Agreement and Operating Standards. PCI compliance shall be reported annually, or on opening for new Parking Facilities or parking payment systems in addition to any reporting required by the Agreement.

(d) The Developer shall be responsible for the repair and maintenance of the payment and revenue control system, including all signs, computers and related equipment. All equipment shall be maintained in line with manufacturer guidance where provided and be maintained in good condition and repair. Non-operational payment equipment shall be reported to the Smithsonian and action taken by the Developer to continue to collect revenue as required by the reporting standards under Section 2.14 herein (“Revenue Collection and Enforcement”) in addition to any reporting required by the Agreement. At no point may the Developer close any part of the Parking System due to the failure of payment or revenue control equipment. If all alternative means of revenue and access control cannot be established, parking will be offered free of charge during such period.

(e) The Developer shall implement efficient and modern means of collection of Parking Fees and upgrades to such means of collection pursuant to the Agreement. The Developer will modify the O&M Plan in use to reflect these changes and invest continually in new technologies and payment systems as required to provide payment systems consistent with the Agreement, examples of which may in the future include cell phone, near field communications, smart cards, license plate detection, and other emergent technologies.

(f) To minimize customer frustration caused by traffic backs up, the following practices shall be utilized:

(i) Remote and on-line payment systems shall be made available to allow visitors to avoid Pay-in-Lane machines (PiLs).

(ii) Additional staff are deployed to help customers use the PiLs during peak hours to expedite the exit queues.

(iii) In the event that a traffic back up in a Parking Facility causes customers to wait for more than 15 minutes to exit such Parking Facility, such customers shall be permitted to exit without payment of the applicable fee.

2.9. Payment Options

The Developer may utilize any payment mechanism consistent with Prudent Industry Practice, including, without limit, cash, credit/debit, e-payment, pre-paid permits, value-cards and vouchers, etc.

(a) Permits

(i) To address special conditions, exemptions and other parking privileges granted under the terms of this Agreement (such as for employees, member of FONZ, etc.), the Developer may issue and utilize permits to allow eligible permit-holders entry and egress from the Parking System. Any such permit systems will be coordinated with the Smithsonian in advance of distribution or implementation.

(ii) The Developer will issue a permit credential only to those customers who are eligible for a permit. Permit credentials, whether physical, electronic, license plate-based or another technology shall:

(1) Uniquely identify each individual who has paid for or been assigned a permit.

(2) Enable the determination of whether a parked vehicle holds a valid permit for use in the Parking System.

(3) Allow entry to and exit from the controlled entry Parking System.

(i) The Developer will coordinate permit eligibility status and payment systems with the Smithsonian during the Term.

(ii) Permits issued shall be recorded and such information shall be provided to the Smithsonian as required by the reporting standards in these Operating Standards and the Agreement or as otherwise reasonably requested by the Smithsonian from time to time.

(iii) From the Effective Date onwards, the Developer shall maintain a list of permit holders and the amount that each permit holder has paid and such shall be supplied to the Smithsonian on a quarterly basis.

(b) On-Demand Parking and Services

(i) In exchange for parking and related services, the Developer shall have the right to assess and collect Parking Fees for deposit in the Gross Revenues Account.

(ii) Parking Fees to be collected from customers utilizing the Parking System shall be assessed at the pre-tax flat rate set forth in Exhibit P, as regulated and adjusted pursuant to Article 8 of the Agreement.

(iii) Unless alternative methods of payment have been approved by the Smithsonian, payment options for on-demand parking may include (i) cash, (ii) debit/ATM card, (iii) credit card and (iv) mobile wallet applications. The Developer shall be responsible for all costs associated with all electronic payment systems, including installation, repair and upgrades.

(iv) The Developer must adhere to the reporting requirements outlined in Article 10 of the Agreement.

(c) Ancillary Parking Services and Commercial Fees

(i) In exchange for Ancillary Parking Services, such as valet services, car washing, etc., the Developer shall have the right to assess and collect Ancillary Parking Fees for deposit in the Gross Revenues Account.

(ii) Ancillary Parking Fees shall be unregulated and established by the Developer, with written notice provided in advance to the Smithsonian of any fee, charge, tariff, or levy at or in respect of any Ancillary Parking Services.

(iii) Unless alternative methods of payment have been approved by the Smithsonian, payment options for Ancillary Parking Services include (i) cash, (ii) debit/ATM card, (iii) credit card and (iv) mobile wallet applications. The Developer shall be responsible for all costs associated with all electronic payment systems, including installation, repair and upgrades.

(i) In exchange for approved Commercial Activities unrelated to parking that are proposed by the Developer within the Parking System and are approved by the Smithsonian in accordance with the Agreement, the Developer shall have the right to assess and collect Commercial Fees for deposit in the Gross Revenues Account.

(ii) Unless alternative methods of payment have been approved by the Smithsonian, payment options for Commercial Activities include (i) debit/ATM card; (ii) credit card; (iii) check; or (iv) direct deposit into the Gross Revenues Account. The Developer shall be responsible for all costs associated with all payment systems.

2.10 Special Conditions

The following special conditions reflect current Smithsonian policies, procedures and methodology, and the Developer shall comply with the same. These requirements are subject to change during the Term as the Smithsonian’s needs warrant and in accordance with Agreement; provided, however, such changes may constitute a Compensation Event.

(a) Employee Parking

(i) As set forth in Exhibit P, the permissible number of Parking Spaces for employee permits is 131. These spaces will be allocated in Lot E for a monthly fee. A limited number of daily passes will also be made available for qualified employees.

(ii) The Smithsonian will designate employees who are recipients of employee permits and will be responsible for distributing the employee access cards, which are to be provided by the Developer. The Developer will ensure that the employees with employee permits have access to designated employee parking spaces. In the event the Developer elects to utilize an alternative technology for access control, the Smithsonian and the Developer will coordinate to ensure that the employees with employee permits have access to designated employee parking spaces.

(iii) Employee permits are available only to the NZP employees and usable only by NZP employees during the hours of their shift.

(b) FONZ Parking:

(i) FONZ shall be allotted privileges in accordance with the schedule set forth in Exhibit P.

(ii) FONZ will designate recipients of FONZ permits and will be responsible for distributing the FONZ access cards, which are to be provided by the Developer. The Developer will ensure that those designated with FONZ permits have access to the Parking System. In the event the Developer elects to utilize an alternative technology for access control, the Smithsonian and the Developer will coordinate to ensure that those designated with FONZ permits have access to the Parking System.

(d) Fleet Reserved Parking: NZP fleet reserved parking is available throughout the Zoo. Fleet reserved parking shall not be used for visitor or employee parking by the Developer without the prior approval of the Smithsonian (not to be unreasonably withheld or delayed).

(e) Federal or District of Columbia Government Vehicle Spaces: Provision of complimentary Parking Spaces for federal or District government vehicles engaged in official NZP business must be requested and are subject to the approval of the NZP Park Director. Upon approval, the NZP Park Director will coordinate with the Developer on where the vehicles may park. Federal or District government vehicles may park in any regular Parking Space (excluding reserved Parking Spaces and disability Parking Spaces) and can exit any Parking Facility without paying the applicable fee.

(f) Valet Parking Spaces: Valet spaces may be designated in the CPF and/or surface lots to serve valet operations. Separate access shall be provided and maintained to assist with keeping daily self-park customers out of such designated valet Parking Spaces.

(g) Electric Car Charging Stations: Electric car recharging stations may be located in designated areas of the CPF, as mutually agreed upon by the Developer and the Smithsonian.

(h) Vehicle Sharing: Car, bike and other vehicle sharing stations may be located in designated areas of the CPF, as mutually agreed upon by the Developer and the Smithsonian.

(i) Bus Turn-around zone: The Developer shall be responsible for accommodating bus drop-off and turn around in or adjacent to the CPF. The CPF shall not be utilized for bus parking, which must be accommodated elsewhere during the Term.

(j) Special Events and VIP Parking: in accordance with Exhibit P of the Agreement, the Developer shall assess and collect special parking rates during designated special events including, without limitation, Boo at the Zoo, Zoofari, ZooLights, Brew and the Zoo, Zoo Uncorked and NOLZ.

(k) Parking usage surveys of disability parking usage shall be conducted 3 times a year by the Developer and adjustments in the distribution of disability Parking Spaces will be made by the Smithsonian’s ADA Coordinator’s Office consistent with the result of such survey.

(i) In addition to compliance with the ADA Standards for Accessible Design, the Smithsonian must provide reasonable accommodation allowing access to the workplace for employees with disabilities and to provide modifications to allow access to programs and events for participants with disabilities. These obligations may at times require individually designated or an allocation of Parking Spaces beyond the minimum number required by the ADA Standards for Accessible Design. Reserved Parking Spaces for this purpose do not carry a premium fee beyond the standard fee the customer would be required to pay. Reasonable accommodations, including accommodations involving the Parking System, policies and procedures are determined by the Smithsonian’s ADA Coordinator, and the Developer shall allocate Parking Spaces accordingly. Adjustments to the number and distribution of ADA Parking Spaces based on required surveys or reasonable accommodation is referred to as “right sizing” ADA parking.

(l) Authorized fleet parking throughout the Zoo shall be controlled by the Smithsonian with respect to the individuals who are eligible to park in such area.

2.11. Value Cards and Vouchers

Value cards and vouchers provide options for organizations to prepay for guest parking; allow reduced rate exits from the Parking System and provide a mechanism for temporary entrance/exits. The Developer may design its own programs, including single or multi-day temporary access to the Parking System.

2.12. Wayfinding and Signage Requirements

(a) The Developer shall install and maintain informational and directional signage throughout the Parking System to, at a minimum, assist in directing traffic flows and locating the CPF and other available Parking Facilities. Where viable, real-time information signage should be utilized to facilitate traffic flows.

(b) The Developer shall install and maintain informational and directional signage at Parking Facilities to, at a minimum, assist customers in locating payment equipment, points of entry and exit within the Parking Facility, the exit from each Parking Facility where the location of any of these is not clearly visible from all areas of each Parking Facility, the location of permit and daily Parking Spaces, and rate and payment instructions.

(c) The Developer shall install and maintain informational and directional signage within and around the Parking System to, at a minimum, assist customers and visitors in wayfinding. Signage shall be in compliance with the Smithsonian National Zoological Park signage plan and, at a minimum, orient visitors towards pedestrian points of entry and exit to the CPF, location of restrooms, elevators, stairs, ADA access points and similar.

(d) All signage plans must be compliant with the Smithsonian standards and approved by the Smithsonian in advance (such approval not to be unreasonably withheld or delayed). Signage plans are required for all Parking System assets, including any new Parking Facilities, reconfigured Parking Facilities, expanded Parking Facilities and previously free-to-park Parking Facilities at which Parking Fees are imposed. The Smithsonian also has the right to install any wayfinding, informational, or directional signage on the Parking Facilities at its own expense; provided, however, that the Developer shall be responsible for maintenance of such signage in accordance with this Section.

(e) Contact information for the Developer via telephone, mail and a website shall be provided on a prominent sign at each Parking Facility and on each piece of payment equipment. The Developer shall install signage as required under this Section 2.12 and maintain, refurbish or replace this signage as necessary to comply with these Operating Standards.

2.13. Customer Relations

(a) The Developer shall at a minimum accept customer complaints via telephone, mail, e-mail, online submission and in-person to staff at the Parking Facilities where and when present. Complaints shall be recorded as they are received, with the Developer maintaining a database of customer complaints, including:

(i) Customer name;

(ii) Customer contact details;

(iii) Parking payment type used;

(iv) Details of the complaint;

(v) Actions taken by the Developer in response to the complaint, including the dates of such actions taken;

(vi) Details of communications between the Developer and the customer, including the dates and times of such communications; and

(vii) Details of how the complaint was resolved.

(b) All actions and communications in the database of customer complaints shall have the date and time of entry recorded in such a manner that it is possible to assess the Developer’s response time to resolve customer complaints.

(c) The database of customer complaints shall be provided to the Smithsonian on a quarterly basis. Information relating to complaints shall also be provided promptly to the Smithsonian in response to ad hoc requests.

(d) The Developer shall respond to all customer complaints within one (1) Business Day of receiving the complaint and shall resolve all complaints in a timely manner, except for customer complaints regarding cleanliness originating within normal business hours. For customer complaints regarding cleanliness originating within normal business hours, the Developer shall resolve all minor complaints within four (4) hours and all major complaints within twelve (12) hours.

(e) The Developer shall provide a customer service plan that includes plans to deal with the following issues:

(i) Interacting with customers;

(ii) Responding to customer queries and complaints;

(iii) Resolving customer complaints, including a process chart that indicates a path from complaint to resolution for all complaints received;

(iv) Communicating customer feedback to management and operational staff;

(v) A training program for staff to undertake to ensure that they understand and can implement the customer service plan; and

(vi) Evaluation of staff members’ understanding and application of the customer service plan in their work no less than once per year.

(f) The customer service plan shall be updated annually as part of the update of the O&M Plan to reflect lessons learned and any changes to the Parking System that have occurred.

(g) Developer staff working at Parking Facilities shall wear a uniform that is standard across the Parking System and clearly identifies them as Parking Facility staff. Design of the uniforms in use will be jointly developed by the Developer and the Smithsonian.

(h) Monitoring and Reporting: Monitoring of these items should be done on an ongoing basis by the Developer staff. Reporting on these items, including time from identification of problems until implementation of successful remedy should be provided to the Smithsonian by the Developer’s staff on a quarterly basis, or more frequently if reasonably requested by the Smithsonian.

(i) The Developer must operate its call center for customer complaints 24/7/365 to provide assistance to customers, including information on parking ticket appeals.

2.14. Revenue Collection and Enforcement

(a) The Developer shall have the discretion to collect cash from each Parking Facility as frequently as determined necessary by the Developer. Developer shall work with the Smithsonian to create and implement a revenue collection and enforcement strategy outlining cash handling, credit card payment handling, handling methods for any other payment method that may be in use in the future and audit procedures that comply with any applicable requirements of the Agreement that shall be reviewed and approved by the Smithsonian on an annual basis (such approval not to be unreasonably withheld or delayed).

(b) The Developer shall regularly conduct an inspection of the vehicles present in Parking Facilities to identify vehicles that do not possess a permit or display/hold valid proof of payment for parking. Vehicles without a permit or valid proof of payment displayed may be issued an enforcement notice. The Developer may also opt to tow and/or immobilize vehicles, provided all actions are in compliance with all Applicable Law. The Developer shall use commercially reasonable efforts to notify owners before towing or immobilizing a vehicle, except in the case of an Emergency. The Developer must notify the Smithsonian within two (2) hours of towing any vehicle to ensure that the Smithsonian can provide information to individuals calling regarding the whereabouts of their car.

(c) If exceptions to enforcement are appropriate, they must be applied in a consistent and fair manner taking past and future accommodations into account.

(d) The Developer shall provide to the Smithsonian a record of enforcement notices issued and any enforcement actions taken on a quarterly basis.

(e) The Developer shall permit police officers and government officials to issue enforcement notices to vehicles without a permit or valid proof of payment displayed.

(f) Monitoring and Reporting: Monitoring of these items should be done on an ongoing basis by the Developer. Reporting should be provided to the Smithsonian by the Developer’s staff on a quarterly basis, or more frequently if requested by the Smithsonian.

2.15. Security and Communications

(a) The Developer shall work with the Smithsonian so as to ensure the safety of the traveling public and the security of the Parking Facilities. The Developer shall coordinate and cooperate on security issues with National Zoological Park Police, D.C. Metro Police and the Park Manager, as appropriate.

(b) The Developer shall install and maintain a closed circuit television (CCTV) security monitoring system in the CPF throughout the Term of the Agreement.

(c) The Developer shall promptly notify law enforcement in the event of an incident of criminal activity at the Parking Facility.

(d) The Developer must abide by all regulations of the NZP Office of Protections Services and Smithsonian Facilities Office of Safety, Health and Environmental Management (OSHEM) requirements.

(e) The Developer shall develop and document policies and procedures to ensure the security and safety of the public utilizing the Parking System.

(f) The Smithsonian may require the assistance of the Developer’s employees to assist in the event of an Emergency or otherwise direct such employees during such Emergency, and the Developer shall assist as so directed.

(g) The Developer shall be responsible for maintaining a means to communicate with its employees in the field. Requirements of such a system are more fully described in Section 2.32 of these Operating Standards.

2.16. Customer Vehicle Assistance Responsibilities

(a) Vehicle assistance is to be provided by the Developer’s parking staff within the Parking System as a courtesy, at no additional charge to the customer or the Smithsonian. The Developer’s staff must use commercially reasonable efforts to assist customers with lock outs or jump starts, inflate or help change a tire, and provide up to 1 gallon of gasoline to get to the nearest fueling station within the Zoo visitation hours every day. The Developer shall have a plan for vehicle assistance, timeframe for assistance and assistance procedures.

2.17. Hazardous Materials

(a) Vehicles carrying materials hazardous to staff, customers or the public (except for hazardous substances necessary and incidental to the operation of vehicles) shall not be permitted to park in the Parking Facilities. Where hazardous materials are required to carry out any work in the Parking Facilities, the Developer shall comply with all Laws that govern the use of the materials to ensure the safety of staff, customers and the public.

2.18. Building Emergency Action Plan

(a) The Developer shall provide a Building Emergency Action Plan (“BEAP”) for the evacuation of the CPF in the event of an Emergency that permits customers and staff to quickly and safely evacuate the Central Parking Facility. The BEAP must include, at a minimum, the following:

(i) Evacuation procedures and roles;

(ii) Evacuation routes;

(iii) Shelter-in-place location(s);

(iv) Emergency communications;

(v) Training and drill schedules; and

(vi) Emergency Parking Facility contact.

(b) This BEAP will be created in conjunction with the Continuity Management Plan, as defined below, and is subject to Smithsonian review and approval (which shall not be unreasonably withheld). This plan must be exercised, at a minimum, annually. The Developer shall make staff and other resources available to conduct emergency drills or emergency planning required by the Smithsonian as requested.

(c) The staff training program shall include training on all emergency activities and procedures required by Law. Documentation of enrollment and satisfactory completion shall be supplied to the Smithsonian and updated annually at a minimum.

2.19. Continuity Management Plan

(a) Continuity Management Plan (“CM Plan”): The Developer shall provide a CM Plan to establish procedures and protocols in relation to continuing or recovering services following a disaster/incident. This CM Plan must include, at a minimum, the following:

(i) Plan overview, scope, and assumptions document;

(ii) Response teams with named individuals assigned to each team;

(iii) An initial call tree;

(iv) Contact information for key team members, vendors, departments, agencies, and Smithsonian stakeholders;

(v) Initial response activities in the following categories: command/leadership, communications, HR/employee care, financials, IT, and assessment;

(vi) List of all services, prioritized in order of recovery, with recovery time objectives assigned to each;

(vii) One named individual as a recovery owner and one as an alternate recovery owner for each service;

(viii) Document that describes how each service will be continued or recovered in each of the following scenarios:

(1) Unavailability of majority of staff;

(2) Unavailability of key applications and/or equipment;

(3) Unavailability of the building/CPF; and

(ix) List of minimally required resources for recovery.

(b) This CM Plan will be created in conjunction with the BEAP and any existing GSB or NZP Continuity Management Program, and it shall be submitted to other Smithsonian departments, as required by the Smithsonian. At a minimum, this CM Plan must be updated annually for its prior reasonable approval. This CM Plan must be exercised, at a minimum, annually.

2.20. Maintenance

(a) All work performed in the Parking System shall be completed in a good and workmanlike fashion in accordance with Prudent Industry Practice.

(b) The Developer shall include a section within its O&M Plan, which maintenance section shall set forth the Developer’s plan to provide routine, preventative, corrective, and major maintenance of the assets of the Parking System.

(c) The Developer shall maintain and keep all portions of the Parking System in good condition and repair and in compliance with Prudent Industry Practice and Applicable Law. Routine and preventative maintenance shall be performed to meet this requirement. Maintenance includes, but is not limited to, items such as custodial services, lubrication/adjustment of equipment, filter and light bulb replacement, drain and pipe cleaning, etc.

(d) Unless otherwise specified herein, in general, a standard which specifies immediate corrective action shall mean that the Developer must address the issue/deficiency within 24 hours. If a permanent solution is not immediately available, a temporary solution shall be put in place until a more permanent one is feasible in accordance with the timeframes specified herein. Any issue/deficiency presenting a safety hazard to users, staff and/or the public shall be immediately corrected or made safe upon discovery.

(e) General Custodial Maintenance

(i) Custodial maintenance services must be performed by the Developer and consist of the daily removal of all trash, litter, dust, leaves, dirt, mud, grease, oil, effluence and any and all other types of unclean or hazardous elements or materials from the Parking Facilities and maintaining such areas to a clean, sanitary condition that will meet or exceed all industry standards in appearance and procedures.