Project_Agreement_Exhibit_G_(Operating_Standards)_-_rev_2-2-18.pdf

PDF 1 MB Posted Feb 7, 2018

Attached to: RFP Smithsonian National Zoological Park Central Parking Facility P3 Project
Solicitation number: T17SOL10048
Issued by: Smithsonian Institution Office of the Chief Financial Officer

About this file

From the source

Operating Standards

View the file

Other files

File	Type	Posted
National_Zoological_Park_Central_Parking_Facility_Parking_Concession_Agr..__(007).docx	DOCX document	May 4, 2018
am_5.pdf	PDF	May 4, 2018
Project_Agreement_Exhibit_G_(Operating_Standards).docx	DOCX document	May 4, 2018
Project_Agreement_Exhibit_C_(Technical_Requirements).docx	DOCX document	May 4, 2018
Amendment_4.pdf	PDF	Apr 17, 2018
am_3.pdf	PDF	Mar 20, 2018
amendment_2.pdf	PDF	Mar 1, 2018
RFP_No_T17SOL10048_-_SI_NZP_CPF_clean_copy__2-6_2018.pdf	PDF	Feb 7, 2018
Exhibit_P_-_NZP_Fee_and_Privilege_Regime_FINAL.pdf	PDF	Feb 7, 2018
Exhibit_P.pdf	PDF	Feb 7, 2018
RFP_No_T17SOL10048_-_SI_NZP_CPF_as_amended_2-6_2018_(002).pdf	PDF	Feb 6, 2018
National_Zoological_Park_Central_Parking_Facility_Parking_Concession_Agr..__(009).pdf	PDF	Feb 6, 2018
SI_NZP_CPF_-_RFP_T17SOL10048_-_Clarifications_1_of_2_2018-1-23.pdf	PDF	Feb 6, 2018
SI_NZP_CPF_-_RFPT1SOL10048_-_Clarification_-_1_(part_2_of_2)_2018-2-06_(002).pdf	PDF	Feb 6, 2018
Full_Form_G_-_(002).docx	DOCX document	Nov 14, 2017
Form_G_-.docx	DOCX document	Nov 14, 2017

Show all 16

On GovTribe

Work with this file

Download the original file
Contacts named in this file
Similar government files
Ask GovTribe AI about this file

Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

Smithsonian National Zoological Park CPF P3 RFP No. T17SOL10048

Exhibit G: Operating Standards Page 1 of 46

Exhibit G: Operating Standards Contents

Part I - GENERAL

1.1. Introduction and Purpose of Operating Standards and Operations & Facilities Maintenance

Plan 4

1.2. Parking System

1.2.1. Parking System

1.2.2. Excluded Facilities

1.3. Operations & Facilities Maintenance Plan

1.4. Developer Organization

1.5. Laws & Smithsonian Standards

Part II – OPERATIONS & FACILITIES MAINTENANCE SERVICE REQUIREMENTS

2.1. General Staffing Requirements

2.2. Parking Office Functions

2.3. Interagency Coordination

2.5. Public Relations and Media Interactions

2.6. Service Vehicles

2.7. Service Vehicle User Requirements

2.8. Payment and Revenue Control Equipment

2.9. Payment Options

2.10 Special Conditions

2.11. Value Cards and Vouchers

2.12. Wayfinding and Signage Requirements

2.13. Customer Relations

2.14. Revenue Collection and Enforcement

2.15. Security and Communications

2.16. Customer Vehicle Assistance Responsibilities

2.17. Hazardous Materials

2.18. Building Emergency Action Plan

2.19. Continuity Management Plan

2.20. Maintenance

20.21. Signage

Exhibit G: Operating Standards Page 2 of 46

2.22. Electrical Systems

2.23. Electrical Equipment

2.24. Maintenance of CPF Deck Structures

2.25. Maintenance of Paved Surfaces

2.26. Maintenance of Gravel Surfaces

2.27. Maintenance of Other Structural Elements

2.28. Snow/Ice Control

2.29. Landscaping

2.30. Mechanical Systems

2.31. Reporting – Objective, Frequency and Content

2.32. Communication Equipment

2.33. Public Safety Responsibilities

2.34. Sustainability

Appendices

Appendix A: SI Policy on Background Checks

Part I - GENERAL

1.1. Introduction and Purpose of Operating Standards and OFM Plan

1.2. Parking System

1.2.1. Parking System

1.2.2. Excluded Facilities

1.3. Operations & Facilities Maintenance Plan

1.4. Developer Organization

1.5. Laws & Smithsonian Standards

Part II – OPERATIONS & FACILITIES MAINTENANCE SERVICE REQUIREMENTS

2.1. General Staffing Requirements

2.2. Parking Office Functions

2.3. Interagency Coordination

2.5. Public Relations and Media Interactions

2.6. Service Vehicles

2.7. Service Vehicle User Requirements

2.8. Payment and Revenue Control Equipment

2.9. Payment Options

2.10 Special Conditions

2.11. Value Cards and Vouchers

Formatted: Default Paragraph Font, Check spelling and grammar

Formatted ...

Exhibit G: Operating Standards Page 3 of 46

2.12. Wayfinding and Signage Requirements

2.13. Customer Relations

2.14. Revenue Collection and Enforcement

2.15. Security and Communications

2.16. Customer Vehicle Assistance Responsibilities

2.17. Hazardous Materials

2.18. Building Emergency Action Plan

2.19. Continuity Management Plan

2.20. Maintenance

20.21. Signage

2.22. Electrical Systems

2.23. Electrical Equipment

2.24. Maintenance of CPF Deck Structures

2.25. Maintenance of Paved Surfaces

2.26. Maintenance of Gravel Surfaces

2.27. Maintenance of Other Structural Elements

2.28. Snow/Ice Control

2.29. Landscaping

2.30. Mechanical Systems

2.31. Reporting – Objective, Frequency and Content

2.32. Communication Equipment

2.33. Public Safety Responsibilities

2.34. Sustainability

Appendices

Appendix A: SI Policy on Background Checks

Appendix B: Parking Privileges, Exceptions and Special events

Formatted ...

Exhibit G: Operating Standards Page 4 of 46

Part I - GENERAL

1.1. Introduction and Purpose of Operating Standards and Operations & Facilities

Maintenance Plan The purpose of these Operating Standards is to (i) provide the minimum general requirements for the operations and maintenance of the Parking System, as required by the Project 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, except where otherwise noted herein. All rights of the Smithsonian, and all obligations of the Developer, specified herein shall not constitute Compensation Events unless so provided in the Project Agreement or otherwise specifically identified as such herein. 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 Project Agreement.

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

Practices, and the Developer shall keep the Parking System in good condition and repair throughout the

Term of the Project Agreement. If the Developer fails to meet these Operating Standards, it shall be subject to the procedures and remedies in the Project Agreement for addressing such failures.

These Operating Standards are intended to form a framework of reference and 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.

Except to the extent not otherwise permitted by Section 4.2 of the Project Agreement or not expressly referenced in the Operating Standards as a change not constituting a Compensation Event, the

Smithsonian shall exercise its discretion only to the extent the resulting change does not materially increase the cost to the Developer of complying with such requirement or materially decrease Parking

Revenues, and any such change that materially increases the cost to the Developer of complying with such requirement or materially decreases Parking Revenues shall be deemed a modification of the

Operating Standards pursuant to the Project Agreement.

Exhibit G: Operating Standards Page 5 of 46

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.);

(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

1.2.2. Excluded Facilities

For the avoidance of doubt, and except as otherwise stipulated herein, the Developer is not responsible for the operation and maintenance of the following, which shall be operated and maintained by the

Smithsonian:

(i) Lots A, B and D, upon Substantial Completion of their demolition and stabilization in accordance with the Technical Requirements.

(ii) Zoo internal road network; and

(iii) General Services Building.

1.3. Operations & Facilities Maintenance Plan

The Developer shall propose a plan with respect to the operations and maintenance of the Parking

System as required herein or in the Project Agreement (the “Operations and Facilities Management

Plan”) and shall submit such Operations and Facilities Management Plan to the Smithsonian for its reasonable approval with at least 30 days prior to the Closing Deadline and as further required herein.

All elements of the Parking System mustSystem 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 andSystem and sustain the value of the Central Parking Facility asFacility 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 Operations & Facilities Maintenance Plan to the Smithsonian by June 1 of each year for the Smithsonian’s reasonable approval. The Smithsonian will review and comment on the plan before the end of August each year. A plan year shall be defined as October 1 –

September 30.

The Operations & Facilities Maintenance Plan shall, at a minimum, address the requirements set forth in these Operating Standards. The Operations Plan shall specify how the Developer has considered, trained, addressed, and planned for all operational and maintenance activities and has established

Exhibit G: Operating Standards Page 6 of 46 protocols, procedures, responsibilities, and minimum requirements to maintain, rehabilitate and operate the Parking System to the performance levels specified herein and in the Project Agreement.

The Developer shall be responsible for all costs of maintenance, operations, system revitalization, and, 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 Project Agreement.

1.4. Developer Organization

As part of the Operations & Facilities Maintenance 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 all applicable Laws and regulations

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.

Part II – OPERATIONS & FACILITIES MAINTENANCE SERVICE REQUIREMENTS

2.1. General Staffing Requirements

(a) Subject to the terms of the Project Agreement, the Parking System shall be operated by the

Developer all year except December 25, in accordance with the following hours of operation:

March 15 – September 30 October 1 – March 14

Grounds Hours 8am – 7 pm 8am – 5 pm

Buildings Hours 9am – 6 pm 9am – 4 pm

Extended hours may be required for special events.

(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

Exhibit G: Operating Standards Page 7 of 46 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 Project

Agreement, these Operating Standards and the Operations & Facilities Maintenance 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) Service levels within the CPF must meet an approval threshold of at least eighty percent (80%) customer satisfaction, as measured in periodic Customer Satisfaction Surveys. The Surveys shall be conducted twice annually during each calendar year, in accordance with Section 6.6 of the

Agreement, and include, at a minimum, customer feedback on the following operational matters and criteria:

Operational Matter Criteria

Signage Understandability; usefulness; use of safety signage

Information Services Employee courtesy; employee friendliness; degree of employee expertise; quickness of response;

Parking Information Systems

Usefulness; location; frequency of updates; quality of information provided; ease of access; accuracy

Parking facility Ease of finding parking space, pedestrian flows, cleanliness, lighting, signage, accessibility

Service Offerings Convenience; scope of parking / vehicle options offered, employee friendliness; clearly defined rules

Payments Convenience; employee friendliness; processing speeds

Parking Services Proximity to Zoo entry; pricing; availability of spaces;

wayfinding, landscaping, employee courtesy

Exhibit G: Operating Standards Page 8 of 46

Access Road / Traffic Management

Ease of navigation to parking facility; amount of traffic/congestion; transit flow;

Facilities Maintenance

Facilities condition, lighting, cleanliness, signage, use of barricades, etc.

Toilet Facilities Ease of finding; cleanliness; functionality, safety

(h) The CPF shall require the installation, operation, maintenance and upgrading of 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 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) When office hours are not available, alternative options must be available, which may include a web-based or digital system.

2.3. Interagency Coordination

(a) The assets of the Parking System are located within the District of Columbia and are thus subject to the Laws set by the District of Columbia and the Federal government. 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;

Exhibit G: Operating Standards Page 9 of 46

(iii) District of Columbia Metro Police Department;

(iv) District of Columbia Fire Department;

National Zoological Park Police; and 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 situation; (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) Friends of the National Zoo (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;

Exhibit G: Operating Standards Page 10 of 46

(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 National

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 (web site, 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: 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 CPF and Zoo entrances in advance.

Exhibit G: Operating Standards Page 11 of 46

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 Standards.

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

(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 vehicles.

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

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

Exhibit G: Operating Standards Page 12 of 46

(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 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.

(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 Project 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 Project 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 Project 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, which may cause the Developer to be subject to fines and penalties, as set forth in the Project Agreement.

(e) The Developer shall implement efficient and modern means of collection of parking fee revenues and upgrades to such means of collection pursuant to the Project Agreement. The

Developer will modify the Operations 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 Project 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).

Exhibit G: Operating Standards Page 13 of 46

(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 Standards, 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 Friends of the National

Zoo, 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 previously coordinated with the Smithsonian.

(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 Project 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 Revenue Account, .

Exhibit G: Operating Standards Page 14 of 46

(ii) Parking Fees to be collected from customers utilizing the Parking System shall be assessed at a pre-tax flat rate of twenty-two dollars ($22) per day, as regulated and adjusted by the Smithsonian pursuant to Article 8 of the Project 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 Reporting Requirements outlined in Section 10.3 of the

Project Agreement.

(i) In exchange for Ancillary Parking Service, 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 Revenue 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 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, the Developer shall have the right to assess and collect Commercial Fees for deposit in the Gross Revenue Account.

(ii) Unless alternative methods of payment have been approved by the Smithsonian, payment options for Ancillary Parking Services include (i) debit/ATM card; (ii) credit card; (iii) check; or (iii) direct deposit into the Gross Revenue 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 Special Condition requirements are subject to change during the Term as the Smithsonian’s needs warrant and in accordance with Project Agreement;

provided, however, such changes may constitute a Compensation Event.

(a) Employee Parking

(i) TAs 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 employeeshe

Exhibit G: Operating Standards Page 15 of 46 permissible number of Parking Spaces for Employee Permits is currently 131. These spaces will be allocated in Lot E for a monthly fee of $85-120 dollars.

(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) Friends of the National Zoo Parking:

(i) Upon Upon completion of the CPF, Friends of the National Zoo (FONZ) shall be allotted privileges in accordance with the schedule set forth in Exhibit P.

(i) completion of the CPF, Friends of the National Zoo (FONZ) shall be allotted free parking up to an amount of $500,000 per year.

(ii) The Friends of the National Zoo 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 of Columbia 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

D.C. 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.

Formatted: Not Highlight

Exhibit G: Operating Standards Page 16 of 46

(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. Lot E shall accommodate bus parking. The Developer shall also be responsible for school bus parking and scheduling.

(j) Special Events and VIP Parking: in accordance with Appendix BExhibit P of these Operating

Standardsthe Project Agreement, the Developer shall collect 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 toFacilities 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

Exhibit G: Operating Standards Page 17 of 46 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) Developer shall at a minimum accept customer complaints via telephone, mail, e-mail, on-line 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.

Exhibit G: Operating Standards Page 18 of 46

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 Operations

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

Exhibit G: Operating Standards Page 19 of 46 the future and audit procedures that comply with any applicable requirements of the Project

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

(b) 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.

Exhibit G: Operating Standards Page 20 of 46

(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…

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it.