Water Draft Revised SOW (1).docx

On-Street Parking and Curb Management

Contents

1. Introduction

1.1 Overview and Background

The City of Atlanta Department of Transportation (hereinafter referred to as “ATL DOT”) is seeking to enter into an agreement with a qualified Service Provider to provide on-street parking and curb management services (hereinafter referred to as “The Program”) for the City of Atlanta, Georgia (hereinafter referred to as “the City”) that will optimize curbside availability for residents, visitors, businesses, and contractor services.

The City requires a well-managed and financially stable Service Provider with demonstrated skills and technical ability that provides high levels of customer service and satisfaction to fulfill the requirements outlined in this proposal. The City requires the prime Service Provider to have at least four (4) years of experience managing a full-service on-street parking and curb management program within the five (5) years immediately preceding the Proposal Due Date. At a minimum, experience managing full-service on-street parking and curb management programs should include:

· On-street Parking Revenue Collections

· Parking Enforcement and Citation Issuance

· Citation Adjudication and Fine Collections

· Immobilization (also known as “booting”) and Towing of Motorized Vehicles

· Staffing and Management of On-Street and Curb Management Personnel

· Residential and Valet Parking

Beyond the minimum experience requirements, the City desires that the Service Provider demonstrates specific experience in curb management operations, including but not limited to:

· Knowledge of Loading Zones and Curb Activity Monitoring

· Knowledge of Temporary Curb Rental and Reservation for Service Contractors, Parklets, and Special Events

· Understanding of Curb Needs and Use for Multi-Modal Activity

· Knowledge of Curb Management Technology, the Curb Data Specification, and Curb Digitization

The selected Service Provider will incorporate the latest smart parking technology platforms and equipment into their proposal while integrating with the City’s existing Flowbird parking kiosks and Duncan Solutions citation processing system. The Program will involve the ongoing operation of a paid parking program for on-street locations and managing other curb uses and functions throughout the City as codified and/or feasible.

The City has approximately 2,700 metered parking spaces, and the system is managed with approximately 300 multi-spaced parking kiosks that accept credit card payments and coins. Service Provider must provide multiple applications, including a text-to-pay option. The City currently uses Flowbird parking kiosks and the Duncan Solutions citations processing system. The City also intends to expand on-street paid parking and establish new loading zone programs. During the most recent contract operating year, the Service Provider issued approximately 173,000 parking citations. The current paid parking system is estimated to generate approximately $15 million in gross annual revenue.

City of Atlanta On-Street Parking System – Most Recent Operating Year Characteristics

1.2 Vision and Goals

The City of Atlanta recognizes the growing complexity and diverse demands on curb space, which is still predominantly allocated to vehicle travel and parking under traditional regulations. To better align curb use with the City’s strategic transportation objectives, Atlanta aims to pursue forward-thinking policy changes, invest in advanced technologies, and enhance the internal management of curb functions.

The City’s overarching goals for curb space reflect broader transportation priorities: improving safety and reaching Vision Zero goals, fostering equitable access, promoting walkability as well as bike and scooter use, enhancing transit efficiency, expanding pedestrian-friendly zones, managing congestion, optimizing loading and drop-off operations, reducing carbon emissions, and maximizing overall curb utilization. The City anticipates implementing these changes over the duration of the new contract and as such it seeks a Service Provider capable of adapting to an evolving operational landscape.

The selected Service Provider will be a key partner in supporting and advancing the City’s goals for managing the on-street parking and curb management program. The City is looking for a collaborative partner who demonstrates knowledge, flexibility, and innovation, helping Atlanta implement new curbside initiatives that reflect the City's progressive goals.

The selected Service Provider will provide expertise and recommendations to make the City of Atlanta’s On-Street Parking and Curb Management Program a best-in-class system. The Service Provider will research, source, and supply cutting-edge technology and operational recommendations to provide location-based, real-time parking availability information (in-ground sensors not recommended) and creative and easy payment options. The Service Provider will also provide recommendations to the City on how best to incorporate the parking program into a larger multi-modal transportation model, which integrates pedestrians, bicycles, infrastructure changes, mass transit, loading zone, and curb management, and advancements in motor vehicles (i.e., electric vehicles, autonomous devices/vehicles, etc.). The Service Provider will also recommend opportunities that leverage the curb management infrastructure and technology for communications and present cost-recovery opportunities for the City of Atlanta.

Services, technology, and operations will promote equal payment options and enhance digital inclusion across the city’s diverse neighborhoods. Additionally, the technologies will provide data analytics to track user behavior, helping City officials make informed policy decisions. For example, current and/or future capabilities may consist of:

1. Digital Advertising and Messaging: Kiosks can display digital media messaging, including public safety alerts (e.g., Amber alerts, News announcements, Levi’s calls, road closures, special events, attractions, etc.).

2. Real-Time Interactive Couponing: Kiosks can interact with users via mobile and/or other communication devices to provide user-centric couponing. This program would integrate with hyper-local advertising efforts.

3. Zone-Based Pricing: Rate changes based on recorded parking demand or zones

4. Validation (for free or discounted parking): Kiosks can accept validated cards or pre-paid parking payments.

5. Wayfinding Capabilities: The on-street parking and curb management system offers a web-based mobile application that identifies parking availability.

6. Digital Parking Permitting: For residential permit parking, loading zones, etc.

7. Loading Zone Management: Coordination with freight and ride-hailing operators to permit and enforce curb activity

8. Citation Payment Options, including payment at the kiosk

9. Meter Time Expiration Text Notices: Web-based and/or mobile technologies will alert parking system users when meters expire across all meter types and payment options.

10. Grace Period Capability: Kiosks will enable a grace period after meter expiration before tickets are triggered. Grace periods will remain consistent at 6 minutes and shall be uniformly applied across the parking system.

11. Parking and Curb Analytics Interface: Technology and platform to collect, integrate, and analyze parking and curb data.

1.3 Contract Term

The initial term of the Agreement shall be three (3) years. The City may, at its sole discretion, extend the Agreement for up to two (2) additional renewal terms of two (2) years each, for a total potential contract term of up to seven (7) years. Exercise of any renewal terms shall be at the sole discretion of the City and subject to satisfactory performance by the Service Provider.

Scope of Services

2. Scope of Services The City of Atlanta, Georgia, seeks a qualified service provider to provide on-street parking and curb management services for all Atlanta Municipal Codes and Georgia Vehicle Codes pertaining to parking within the city limits. The proposed Service Provider shall comply with all requirements described in this Scope of Services section.

2.1 Qualifications

The selected Service Provider shall provide clear, comprehensive, and logical solutions that meet the requirements outlined. The successful Service Provider must demonstrate the ability to effectively administer and enforce local and state parking regulations in a manner that meets or exceeds the City’s operational, financial, and reporting expectations.

The Prime Service Provider and/or proposed key personnel must demonstrate experience within the past five (5) years managing a full-service municipal on-street parking and curb management program of comparable operational scale and complexity.

Comparable operational scale shall include experience meeting at least one (1) of the following thresholds:

• 2,500 or more on-street paid parking spaces;

• $10 million or more in annual gross on-street parking revenue;

• 150,000 or more annual citations issued;

• A full-service scope inclusive of enforcement, citation processing, revenue collection, and financial reconciliation.

The Service Provider must demonstrate experience in all practical areas of parking enforcement and curb management and must substantiate such experience through documentation, references, and demonstrated past performance. The successful Service Provider must clearly show the ability to deliver services, collect and analyze operational data, and develop professional reports and presentations suitable for executive and public reporting.

Proposals must meet all requirements. If, based on the Service Provider’s experience, alternative implementation approaches are available that would assist the City of Atlanta in achieving its objectives, the Service Provider may propose such alternatives with supporting rationale. Alternatives shall be clearly identified and submitted as supplemental recommendations and shall not replace required responses.

No Service Provider or entity comprising the Service Provider may submit more than one proposal under the same or different names or as part of multiple organizations. Subconsultants may participate on multiple teams; however, Prime Service Providers may only participate in one proposal. The City reserves the right to disqualify any Service Provider or entity comprising the Service Provider that submits more than one proposal in response to this solicitation.

2.2 Operations Management

The selected Service Provider shall adhere to the operational standards outlined in this section, including but not limited to:

1. Operate the City’s On-street Parking and Curb Management Program, which includes back-office operations, equipment repair, maintenance and functionality, temporary curb space rental, revenue and fine collections, and parking enforcement.

2. Implement an intelligent, user-friendly, communications-focused parking and curb management system, responding to the current and future needs of residents, visitors, businesses, and service contractors through active planning, management, and communications.

3. Work closely with the ATL DOT and other City designees. The City will maintain all ownership rights and full access to the curb management data resulting from the program's management.

4. Professionally manage compliance with on-street parking and curb management regulations (commercial delivery, passenger loading, and valet activity included) in the designated city rights-of-way, utilizing industry-leading technology.

5. Write and issue citations for vehicles improperly parked in the public right of way.

6. Provide supporting documentation to be used at hearings and appeals regarding on-street and curb management violations.

7. Provide appropriate staffing to support the paid parking and curb management program during all designated hours of operation.

8. Manage maintenance of parking kiosks, equipment, and paid parking and curb management signage, including hardware and software.

9. Provide a method for collecting parking revenues from kiosks, mobile payment applications, fines from citations, and other curb management revenue programs.

10. Provide and manage a curb management temporary rental program for contractors and special event promoters.

11. Professionally provide booting and towing services.

12. Furnish all operating reports, spreadsheets, or data sets requested by the City monthly, quarterly, and annually that adhere to the required data standards established in Section 2.6.3.

13. Provide and maintain a professionally designed website to communicate paid parking, parking citations, booting, towing, loading zone, and complaint procedure information.

14. Manage and respond to all inbound customer communications related to the Program, including but not limited to parking payments, kiosk issues, citation questions, appeals guidance, booting/towing inquiries, loading zone questions, and general curb management concerns. Service Provider will provide all staff, systems, and tools necessary to receive, track, escalate, and resolve customer inquiries and shall report customer service activity in accordance with the reporting requirements in Section 2.7.

2.2.1 Operation and Maintenance Plan

The Service Provider shall include proposed Operations and Maintenance Plans that would be implemented if the contract is awarded. Responses shall conform to this format and emphasize innovations and efficiencies unique to the Service Provider. Answer each question in the order presented and provide additional relevant items as proposed:

1. Describe the standards for hiring employees and detail personnel policies, background checks, and performance standards. Policies will include standards for employee courtesy, appearance, identification, and providing information to customers.

2. Describe your proposed procedures for issuing citations to include, at a minimum, the following:

a. Management of citations issued by shift;

b. Percent of shift time spent in field enforcing;

c. Collections procedures;

d. Reconciliation.

3. Describe the duties for each employee category proposed to manage the contract.

4. Discuss your proposed management approach and working relationship with the City.

5. Describe how your proposed enforcement and citation issuance software and hardware integrates with the City’s existing Flowbird parking kiosks and Duncan Solutions citations processing system.

6. Describe the proposed maintenance plan for the vehicles serving the contract.

7. Provide sample copies of forms that will be implemented and used to track, reconcile, and report citation issuance, as well as forms that will be delivered to the City, including but not limited to monthly operating statements, general journals, payroll analysis, daily, and monthly citations summary.

8. Describe the transition plan for assuming control of the on-street parking, enforcement zones, and curb management responsibilities in the initial 30 days following the contract award that demonstrates minimal disruption to the operation of the contract.

9. Describe in detail your firm's plan to maximize enforcement coverage, curb management compliance, and revenue generation for the City.

10. Describe any equipment required at start-up to ensure first-class on-street parking and curb management operation. Include an itemized budget of the probable cost to procure said equipment (include start-up cost estimate on Price Proposal Form). The Service Provider shall indicate its willingness to purchase startup items with its funding resources and recover the cost from the operating account on a schedule agreed upon by the City and the Service Provider.

11. Any additional items related to operations or maintenance plans not included above.

The Service Provider will submit a detailed plan referred to as the “Preventive Maintenance Plan” that describes routine maintenance of curb management kiosks, removal of graffiti or obstructions to signage, and other maintenance needed to provide a fully functioning curb management system.

The Service Provider will develop a “Responsive Maintenance Plan.” The Plan shall detail the continuous assessment of curb management equipment operational status, actions taken when a kiosk malfunctions, equipment necessary to repair malfunctioning kiosks, the name of personnel who repairs kiosks, kiosk downtime, and the date repairs are completed. Kiosk downtime shall not exceed two business days from when a kiosk malfunction is reported to the Service Provider.

Enhancement of parking compliance is a significant priority for the curb management system. To this end, the Service Provider must develop standard operating procedures (SOP) to issue parking citations. Citation procedures shall include the utilization of a grace period before the issuance of a parking citation. Grace periods shall be standardized across the parking system. The Service Provider agrees to work with the City on the best technical way to implement grace periods as a part of the citation procedure. The Service Provider must provide the SOPs to the City for review within three months of commencement of operations.

The Service Provider agrees to develop guidance for customers to inform them of best practices to avoid citations, actions to take if a citation is received, and steps necessary for contesting citations. Guidance methodologies may include but are not limited to:

1. YouTube videos

2. Parking and enforcement website or social media posts

3. Emails or texts to customers

4. Onsite informational signs

5. Press releases

The Service Provider agrees to work with the City to integrate the administrative hearing process with issuing and contesting citations. The Service Provider agrees to provide access to its citation system and integrate it with a management platform that can be utilized during the administrative hearing process.

Service Provider agrees to meet with the Administrative Hearing Officer regularly to evaluate dismissed citations and implement improvements to the issuance of citations to minimize errors during this process.

The Service Provider agrees to allow the City to conduct a monthly audit of citations issued related to the on-street parking system to determine the accuracy of citations issued by the Service Provider. This monthly audit shall take place within 15 days prior to payment of the previous month’s activity. During this monthly audit, the City and Service Provider will determine the total number of citations issued, the total number of citations contested, and the total number of citations “issued in error” by the Service Provider.

The City shall set a maximum threshold of citations “issued in error” at 2% of the total number of citations issued during the previous month. In the event that the Service Provider has issued over 2% of citations in error, the Service Provider agrees to incur a penalty for the citations written in error during the previous month, hereafter referred to as Erroneous Citation Penalty. The City agrees to discuss this with the Service Provider and not hold the Service Provider responsible for the issuance of citations written in error due to force majeure.

The Service Provider and the City will work with the Atlanta Police Department (APD) to improve the accuracy of citation issuance. Integration with the APD may include providing officers with handheld devices to improve accuracy during citation issuance. However, today, any citations issued by Atlanta Police Officers continue to be handwritten. The City will determine the issuance of handheld devices to the APD. The cost of additional handheld devices will be the responsibility of the City.

2.2.2 Booting and Towing

The Service Provider and/or subcontractor(s) must provide all booting and towing services for vehicles found in violation of parking and curb management regulations.

1. The Service Provider and its subcontractor(s) must abide by all City ordinances, codes, and regulations and conform to all standards set by the City and the State of Georgia.

2. The Service Provider must retain a minimum of two (2) subcontractors to provide redundancy for booting and towing services.

3. The City retains the right to set and control all fine amounts and booting fees.

4. The Service Provider and its subcontractors must remain completely current with Georgia Department of Revenue and Georgia Department of Driver Services (DDS) specifications, modifications, and changes to the Georgia Department of Revenue and Georgia DDS databases, systems, and procedures.

5. The Service Provider must interface with the Georgia Department of Revenue and Georgia DDS personnel through telephone, mail, and face-to-face communications to develop, maintain, and nurture a constructive, efficient, and effective working and collaborative relationship.

6. If any subcontractor is no longer able to perform, the Service Provider will be responsible for securing a new subcontractor to perform the services.

7. The Subcontractor must have the capacity to service a city of this size.

Reasonable and verifiable booting and towing subcontractor costs shall be treated as Allowable Operating Expenses for Net Operating Income (NOI) calculations. Booting and towing activity shall not affect Service Provider compensation or performance metrics unless expressly stated in Section 3. City-directed changes to booting and towing policy or utilization shall not be attributed to Service Provider performance.

2.2.3 Transition Plan

The City requires a seamless and well-coordinated transition to the new Service Provider, if applicable. Service Providers must recognize that these operations are mission-critical to the City and that no service disruptions are acceptable during the transition. Service Providers are expected to detail their transition plan approach, outlining strategies to minimize the City's effort and ensure no service disruptions throughout the implementation. Service Providers are encouraged to discuss their plans to meet the following transition objectives:

1. Review the current system, identify associated workflows, and outline necessary preparatory steps for implementing the new system.

2. Define roles and responsibilities for the City and Service Provider teams during the implementation phase.

3. Develop a method for effective transfer and management of current knowledge.

4. Identify key personnel essential for successful implementation.

5. Conduct comprehensive staff training.

6. Recognize and resolve any business or technical challenges impacting the implementation process.

2.2.4 Staffing

The Service Provider shall be responsible for providing and maintaining sufficient staffing levels to perform all Services in accordance with this Agreement and City directives.

As part of its Proposal, the Service Provider shall submit a proposed organizational chart and identify key management roles responsible for contract oversight and day-to-day operations. Resumes for key management personnel may be requested during evaluation or prior to contract execution.

The City anticipates that staffing functions necessary to support the on-street parking and curb management program may include, but are not limited to, the following functional roles:

· Program or Contract Management

· Parking Compliance and Enforcement Personnel

· Customer Service and Complaint Resolution Personnel

· Immobilization (Booting) Personnel

· Towing and Impound Coordination Personnel

· Kiosk, Signage, and Asset Maintenance Personnel

· Revenue Collection and Cash Handling Personnel

· Administrative and Back-Office Support Personnel

· Accounting and Financial Controls Personnel

· Community Engagement and Communications Support

· Supervisory Personnel

· Technology and Systems Integration Support The Service Provider shall retain full responsibility for staffing levels, supervision, training, and performance of all personnel and subcontractors. The Service Provider shall ensure that all posts are adequately staffed with trained and qualified personnel and that all Services are performed in a manner consistent with City policies and expectations.

The Service Provider shall conduct criminal background checks and, where applicable, motor vehicle record checks for all personnel assigned to the Contract in accordance with applicable laws and City requirements.

All personnel interacting with the public shall be able to communicate effectively in English. Bilingual capabilities may be proposed as an enhancement to customer service.

2.2.4.1 Off-Duty Sworn Officer Staffing Option

As approved by the City, the Service Provider is expected to utilize off-duty sworn officers to provide public safety parking enforcement services, consistent with current operations.

1. The City agrees to pursue legislative approvals to provide an adjustment to the scope of services of off-duty sworn officers employed by the Service Provider to provide public safety parking enforcement in commercial and residential areas as approved by the City.

2. Upon such legislative approvals, The City agrees to authorize the Service Provider to respond to citizen calls and complaints for parking violations routinely received by the Atlanta Police 911 center. Off-duty sworn officers shall be authorized to respond to citizen calls and complaints in commercial and residential areas throughout the City of Atlanta.

3. The City agrees that the scope of services of off-duty sworn officers employed by the Service Provider may include the enforcement of the following violations:

a. Parking within 15 feet of a fire hydrant — Official Code of Georgia Annotated (O.C.G.A) Sec. 40-6-203(B)

b. Parking within 20 feet of a crosswalk — O.C.G.A. Sec. 40-6-203(B)

c. Parking within 30 feet of a Stop Sign or Traffic Control Device - O.C.G.A. Sec. 40-6-203 (B)

d. Parking on the sidewalk - Atlanta City Code Section 150-99

e. Parking in a bike lane - Atlanta City Code Section 150-65

f. Blocking a driveway — O.C.G.A. Sec. 40-6-203(A)

g. Parked on a crosswalk — O.C.G.A. Sec. 40-6-203

h. Parked on a bridge - O.C.G.A. Sec. 40-6-203

i. Parking in a handicapped space - Atlanta City Code Section 150-90

j. Parking in a taxi stand — Atlanta City Code Section 150-118

k. Parking to obstruct traffic - Atlanta City Code Section 150-91

l. Parking the wrong way — O.C.G.A. Sec. 40-6-200

m. Enforcement of Parking Signs installed by the Department of Transportation Atlanta City Code Section 150-86

2.2.4.2 Proposed Staffing Plan

As part of their proposal, the Service Provider shall submit a detailed Staffing Plan demonstrating their approach to effectively staffing and managing the operations of the City of Atlanta's on-street parking and curb management system operations. The Staffing Plan should address the following key elements:

1. Redundancy in Staffing and Subcontractors

2. Utilization of Sworn and Non-Sworn Officers

3. Assumption of Risk for Staffing Availability

4. Management of Enforcement Zones

5. Recommendations for Staffing System Improvements The City of Atlanta currently enforces seven (7) zones. Details are shown below to support Service Provider Staffing Plans. Additional enforcement zones may be established as new metered parking zones are introduced. Up to six (6) additional zones, totaling up to 1,500 spaces, are possible.

2.2.4.3 Enforcement Authority and Performance Accountability

Performance metrics, compensation adjustments, and KPIs shall apply only to enforcement activities directly controlled and managed by the Service Provider and its subcontractors.

Citations issued by APD officers acting independently of the Service Provider or pursuant to City-directed enforcement activities outside the Service Provider’s control shall be excluded from performance evaluation.

Legislative approvals, City policy decisions, or City-directed constraints affecting enforcement authority shall not be treated as Service Provider performance failures.

2.2.5 Training

The Service Provider must require all PCOs to undergo customer service training designed by the Service Provider. The training syllabus and educational material must be reviewed and approved by the City. All PCOs must demonstrate acceptable knowledge, skills, and abilities through a graded examination. Training and testing must occur annually for all PCOs and will include, but not be limited to:

1. Safety Services,

2. Homeland Security First Responder Training,

3. Functions of being a compliance officer,

4. Curb management ordinance, operations, technology, and digitization knowledge,

5. Visitor navigation, and

6. Customer service excellence.

7. Professional Development Conferences and Seminars, such as IPMI, NACTO.

The Service Provider must provide training for all staff on additional subjects relevant to on-street parking, enforcement, curb management, and related activities, including but not limited to the following:

1. Policy & Procedures

2. Municipal law, including related code and ordinance updates

3. Safety

4. Sexual harassment

5. Drugs and illegal substances

6. Media Relations Protocol

7. Driving Record

8. Operations

9. Compliance Officer Communication

10. Civil rights laws and procedures xi, Customer service and experience

11. Courtroom Testimony & Procedures

12. Defensive Driving

13. Logbook Entry

14. Interpersonal Communication Skills

15. Conflict Management

16. OSHA/DOSH

17. Employee Handbook: job procedures and emergency protocol

18. Technology & Equipment

The Service Provider agrees to conduct routine training for compliance officers. Training will include the role of an on-street ambassador for the City, incorporating feedback from the adjudication process and rulings into routine procedures and enhancing the knowledge of conflict resolution and City ordinances and regulations.

The Service Provider must develop training modules for each topic relevant to the activities addressed and submit them to the City for review and approval at least annually.

2.3 Community Relations

The selected Service Provider shall adhere to the community relations standards outlined in this section.

2.3.1 Customer Service and Community Relations

The Service Provider will manage the revenue collection process associated with the curb management program in a secure and fully auditable manner. The Service Provider is also responsible for collecting the operational data for the services provided within the scope of this Agreement so that they are documented and formatted in a transparent manner, providing for efficient management and oversight by the City. The Service Provider shall operate the curb management services for the City of Atlanta in accordance with the following minimum requirements:

1. The Service Provider must:

a. Demonstrate exceptional verbal and written communication and interpersonal skills.

b. Foster a superior parking experience for motorists, making finding a parking space easier, faster, and more convenient.

c. Incorporate strategies that help to reduce traffic congestion and expand parking availability, access, and navigation.

d. Acknowledge and respond to all customer inquiries, issues, escalations, and recommendations within twenty-four (24) hours, Monday through Friday, excluding City holidays.

e. Meet regularly and build relationships with City officials, the APD, Community Improvement Districts, and neighborhood programs to negotiate curb management requests.

f. Provide customer-focused services, collection activities, enforcement, and citation processes.

g. Support City initiatives related to curb management.

h. Stay abreast of current parking and curb management technology, best practices, industry trends, processes, and operational excellence, communicating with City officials in a timely manner.

2. The Service Provider agrees to participate in services intended to enhance the customer experience, create and implement a customer service plan, and attend public meetings as requested by the City. The City's top priority is to enhance the customer experience through the on-street parking program. The Service Provider agrees to participate in community engagement activities, which may include, but are not limited to, Neighborhood Planning Unit (NPU) meetings, public meetings organized by the City and the Service Provider, neighborhood organization meetings in which the Service Provider is requested to attend, City Council and Transportation Committee meetings that are relevant to the curb management system, and any other meetings as requested by the City.

3. The Service Provider agrees to work with the City to develop neighborhood-specific plans for curb management improvement, hereafter referred to as Area Management Plans. The Service Provider agrees to develop area management plans for the neighborhoods they impact or are proposed to impact. At a minimum, the Service Provider is to hold two public meetings during the development and before implementing an Area Management Plan. After implementing an Area Management Plan, the Service Provider agrees to obtain feedback on the improvements through a public survey administered to the impacted neighborhoods.

4. The Service Provider must hold at least two public meetings to familiarize the public with the Service Provider within the first six (6) months of the Agreement term. These meetings will be geared towards notifying the public of changes to the parking system, introducing the public to new technologies being used, and informing the public about best practices to avoid non-compliance.

8. The Service Provider agrees to conduct rebranding activities with a public relations firm at its own cost. The City will have the right to provide input in the selection process and final approval of the firm once it is selected. Any re-branding activities required by the City shall be subject to City-approved scope and budget.

9. The Service Provider agrees to participate in all new activities associated with installing parking kiosks, residential permit parking, loading zones, and other enforcement zones identified by the City. As part of these activities, the Service Provider agrees to attend Neighborhood Planning Unit and City Council meetings as required to implement changes to the curb management system successfully.

10. The Service Provider agrees to incorporate curb management education for customers, multiple options for the payment of citations, signage improvements, and full integration with mobile technology. Alternate citation payment options will be considered throughout the term of this Agreement to improve compliance and customer convenience. Suppose the City requires an additional payment option to be implemented (such as citation payment at the meter). In that case, the City will be responsible for any additional costs associated with the said payment option.

2.3.2 Complaints Management

The Service Provider must develop and provide telephone, email, and online complaint procedures.

1. The Service Provider shall use commercially reasonable efforts to resolve customer complaints within forty-eight (48) hours, excluding weekends and City-observed holidays. Complaints requiring additional investigation, City coordination, or policy determination shall be resolved as soon as practicable, with interim status updates provided to the City upon request.

2. The City will promptly notify the Service Provider of any ATL311 inquiries or requests, and the Service Provider shall coordinate with the City to provide responses within twenty-four (24) hours, excluding weekends and City-observed holidays.

3. The Service Provider must maintain a monthly log of all complaints and resolutions, including:

a. Dates

b. Times

c. Names

d. Description of issue

e. Resolution

4. The Service Provider must provide a summary of all logged complaints, resolutions, and response times on a monthly basis.

5. The City reserves the right to review complaint handling, require corrective actions, and directly respond to complaints at its discretion.

2.4 Residential Parking Permit Management

2.4.1 Program Overview and Governance

The Service Provider shall operate and administer the City’s Residential Parking Permit Program (RPP) as an integrated component of the City’s on-street parking and curb management system.

The RPP shall be governed by City ordinances, policies, and administrative rules. The City retains sole authority to establish, modify, and enforce permit eligibility criteria, permit quantities, pricing, zones, districts, and business rules.

The Service Provider shall provide, operate, and maintain a Permit Management System (PMS) that supports the RPP and complies with the requirements set forth in this Section. The PMS may be delivered through the Service Provider’s proprietary platform or a third-party solution, provided all functional, security, performance, and data ownership requirements are met.

2.4.2 System Parameters

The PMS shall:

· Be fully cloud-based and accessible via standard web browsers on City-approved devices

· Update in real time

· Support secure processing of major credit card networks

· Comply with applicable Payment Card Industry Data Security Standards (PCI DSS), as applicable

· Integrate with the City’s or City-managed merchant processor, which may be changed at the City’s discretion at no additional cost All permit, user, transaction, audit, and system data generated through the RPP shall remain the sole property of the City. The Service Provider shall provide such data in a usable format upon request and upon contract termination at no additional cost.

2.4.3 Permit Types and Structure

The PMS shall support:

· Physical and virtual (license plate-based) residential parking permits

· Multiple permit zones, districts, and permit types

· Flat, prorated, tiered, and rolling expiration pricing structures

· Permit renewals that begin upon expiration of a prior permit

· Guest parking permits and temporary permits

· Exception permits with quantity limitations and time-based parameters

· Permit waitlists, including multiple waitlists by zone or permit type

· Merchant, institutional, or organizational permit programs as defined by the City The PMS shall allow City-authorized users to add, remove, or modify permit types and business rules. The Service Provider shall implement City-directed changes in accordance with the performance standards and implementation timelines established pursuant to Section 3.

2.4.4 Enforcement and Eligibility Controls

The PMS shall integrate with:

· The City’s citation management system to restrict permit issuance for motorists with outstanding citation-related balances

· License Plate Recognition (LPR) systems to support real-time permit validation and enforcement

· City client, residency, or eligibility databases as required Permit enforcement shall be plate-based where practicable and support real-time verification by enforcement personnel.

2.4.5 Administrative and Customer Functions

Authorized City and Service Provider users shall be able to:

· Create and manage permit holder accounts

· Review, approve, deny, cancel, or modify permits

· Validate eligibility documentation

· Manage permit queues and waitlists

· Process payments, refunds, and multi-permit transactions

· Search by account, permit number, license plate, or address

· Generate permit correspondence and temporary permits

· Maintain complete audit trails and administrative notes Motorists shall be able to:

· Apply for, renew, cancel, and manage permits online

· Upload required documentation

· View and manage waitlist status

· Update permit information subject to City approval rules

· Receive automated notifications regarding permit status

2.4.6 Communications and Reporting

The PMS shall generate automated permit approval, denial, renewal, and cancellation notifications via electronic and mail-based methods.

The PMS shall provide comprehensive reporting and complete audit trails for all permit transactions and activities. All RPP operations shall be subject to City audit and review.

2.4.7 Performance and Service Levels

The PMS shall:

· Maintain high system availability and responsiveness consistent with City-defined service levels

· Support multilingual user interfaces

· Comply with WCAG 2.1 AA accessibility standards

· Include tools to detect and report duplicate permits, false address usage, and abnormal permit activity

2.4.8 Future Expansion Capabilities

The PMS shall be capable of supporting future permit and curb use cases as defined by the City, including but not limited to:

· Temporary curb permits

· Construction and moving permits

· Film production permits

· EV-only residential permits

· Ride-share, delivery, and special curb use permits

2.4.9 Performance Accountability

Performance of the Residential Parking Permit Program, including system availability, eligibility enforcement, customer service responsiveness, data accuracy, and reporting, shall be measured, verified, and enforced exclusively in accordance with the performance standards, verification procedures, and remedies set forth in Section 3.

2.5 Technology and Infrastructure

The selected Service Provider shall adhere to the system technology, infrastructure, and data standards outlined in this section.

2.5.1 Operations and Payment Systems

The City of Atlanta wants to build a cooperative working relationship with the selected Service Provider. To facilitate cooperation and transparency between the City of Atlanta and the Service Provider, the Service Provider agrees to standardize operating procedures for revenue collection by all collection methods, provide reports detailing the curb management operational status, and monitor curb management behavior. The Service Provider commits to transparency in its operations and finances.

The City reserves the right to, at any time, inspect and/or audit the Service Provider’s back office, data management platform(s), and any and all mechanisms used to derive income from this Agreement. The Service Provider agrees to assist with any and all inspections and audits.

To increase the City’s understanding of the capital and operational costs associated with the curb management system and enhance the transparency of the on-street parking system, the Service Provider agrees to provide reports that detail the capital and operational costs (limited to extended warranty, communication, and back-office expenses) of all revenue collection equipment. Elements included in the report shall be discussed with the City of Atlanta Department of Transportation and updated as new metrics are identified.

1. The Service Provider agrees to implement a mobile alert system that notifies customers minutes before expiration or parking sessions. Mobile alerts must be available through SMS (text messaging) and mobile applications. This mobile alert system shall be implemented within the first one hundred eighty (180) days of the first contractual year.

2. The Service Provider agrees to fully integrate the on-street parking system with mobile payment technology and utilize mobile payment applications and aggregators. The Service Provider agrees to consider the utilization of multiple mobile payment aggregators for payment in the on-street parking system. As defined herein, payment aggregators are service providers through which e-commerce merchants can process payment transactions.

3. The Service Provider agrees to maintain all financial reporting, collections and accounting for the on-street parking meter system separately from all other curb management financial reporting, collections and accounting.

4. Integrating additional mobile payment applications with the City’s on-street parking system may occur when mutually agreed upon by the City and the Service Provider. To fully understand the options and changing technology associated with mobile payments, automated payments, and payment aggregators, the Service Provider agrees to conduct a review of mobile payment technology and payment aggregators every 6 (six) months of the Agreement term. This review will be provided to the City.

5. The Service Provider agrees to provide a quarterly report on utilizing all mobile payment applications. This report will detail mobile application utilization rates, the number of mobile payments, revenue generated, discrepancies between mobile application utilization and the meter payment system, and any other metrics agreed upon by the City and the Service Provider.

2.5.2 Parking Kiosk Maintenance

1. The Service Provider will be responsible for replacing all batteries as needed for multi-space kiosks.

2. The Service Provider will provide a schedule for pre-maintenance of curb management kiosks to ensure they are running at an optimal level of performance.

3. The Service Provider must have equipment maintenance and service performed by manufacturer-certified technicians.

4. The Service Provider shall provide an average of four (4) hours of response time to evaluate, determine, and make necessary repair processes on reported curb management equipment outages.

5. The Service Provider will repair or replace malfunctioning kiosks within two (2) business days of the reported equipment outage.

6. The Service Provider will maintain 99% curb management equipment uptime or better.

Compliance with these requirements shall be measured and enforced in accordance with the performance standards and remedies set forth in Section 3.

2.5.3 Vehicles and Equipment

1. The Service Provider’s enforcement vehicles must be integrated with GPS tracking devices to monitor employee activity and safety.

2. The Service Provider’s enforcement vehicles must be integrated with License Plate recognition (LPR) devices.

3. The current Service Provider utilizes Duncan Solutions for the back-end management platform for the on-street parking enforcement system. The handheld enforcement units are currently provided by Passport. This combined system features pay-by-plate capabilities via handheld and vehicle-mounted enforcement units, minimizing the use of handwritten citations while maximizing accountability and accuracy in the parking system management process. Citations issued by the Atlanta Police Department continue to be handwritten manual citations. However, most citations are issued by the Service Provider and utilize integrated handheld or vehicle-mounted technology as described. The selected Service Provider is expected to provide handheld enforcement technology that integrates with the Duncan back-end system.

4. Services to be provided include, but are not limited to:

a. Handheld citation devices:

i. Handheld citation & enforcement units will have the following functionality:

ii. Use wireless electronic citation writing devices, including digital photography, to prove violations, reduce adjudication, and improve compliance.

iii. Citation design and language to be approved by the City.

iv. Weather and…