City of Burbank
Parking Enforcement Services - Burbank Police Department (RFP BPD-2022-001), bidding on 12/08/2022 4:00 PM (PST)
Printed 12/12/2022
PlanetBids, Inc.
ATTACHMENT 4
Parking Enforcement
Services
City of Burbank , California | RFP BPD -2022 -001
DECEMBER 8, 2022
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | ii. Table of Contents 2 City of Burbank, Purchasing Department
301 E. Olive Avenue
Burbank, CA 91502
RE: RESPONSE TO CITY OF BURBANK RFP BPD-2022-001 PARKING ENFORCEMENT SERVICES To Whom It May Concern:
LAZ Parking (LAZ), headquartered in Hartford, CT with its regional and local office in Los Angeles, CA is pleased to present our proposal to provide Parking Enforcement Services for the City of Burbank Police Department (the Department). The following proposal demonstrates why LAZ is the ideal company to serve the Burbank Police Department for its parking enforcement needs. Providing exceptional service is not just something we do; it is who we are. We trust that this has been clearly demonstrated by our past success throughout California, as well as by our vision for what can be done in the years ahead in the area. Our Government Services Division offers our customers turnkey parking enforcement solutions that are designed to pr ovide fair and consistent enforcement to improve the quality of life in the communities we serve, with reliable and cost -effective service-led program management. LAZ has a seasoned, experienced, and realistic understanding of the challenges specific to yo ur operations, especially in a suburban environment with street sweeping enforcement and growing citizen needs. We take pride in our delivery of superior customer service through a balanced and citizen centric enforcement approach focused on improving compliance. We hope to develop a longstanding partnership with the Burbank Police Department where we will align our project goals with your department’s enforcement objectives to deliver high-quality results and value for you. LAZ has no potential conflicts related to or that may arise in the performance of the services requested in this RFP.
Understanding of the City’s Intent and Objectives
We recognize that Burbank is the pre-eminent City and is without a doubt the cultural center of Los Angeles County.
The Burbank Police Department is looking for a successful partnership with a reputable and financially stable professional company with demonstrated skills and technical ability that provides high levels of c ustomer service and satisfaction to fulfill the requirements of this RFP. The challenge is finding a firm that can mirror City’s processes for screening, hiring, and training professionals that can deliver consistent level of service and follow the Burbank Police Department’s mission to enhance public safety and improve quality of life while safeguarding constitutional guarantees. Furthermore, City’s desire is to provide a focused approach to parking enforcement to improve compliance and better response time for calls for service to ensure citizen satisfaction. To achieve this goal, you need stability and consistency in parking enforcement activities so the needs of the department, the citizens and visitors can be addressed in a timely manner.
Our Qualifications to Achieve the City’s Objectives
We have a strong track record of collaborating with our clients, bringing innovation and professionalism to each client we serve. As a company at the forefront of parking systems, LAZ exceeds the minimum qualifications required to support this project. We offer the Burbank Police Department a broad range of parking enforcement experience and the proven success we have achieved in managing contracts for other major Police Departments.
Our longstanding relationships with major cities across North America with a 100% c ontract renewal rate is a testament to our commitment to our clients. Our experience in parking enforcement and related services is unmatched, more specifically, our footprint in CA. Collectively, across the United States, LAZ leads the privatized parking enforcement industry by issuing over 1.5 million on-street tickets per year – more than any other contractor in privatized municipal operations. Our knowledge of local parking enforcement tre nds comes from over 30 years of working with city governments across the United States. As a full-service parking management company, we understand the benefits of a well-managed enforcement program and consistent execution of parking enforcement. We have been an effective, committed, and dedicated partner in the overall success of our customers. LAZ has transitioned multiple comparable enforcement programs in the past 5 years. Within CA, we currently provide citywide parking enforcement services for West Hollywood, Inglewood, Manhattan Beach, Santa ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | ii. Table of Contents 3 Ana, San Mateo, Palo Alto, Salinas, and San Leandro. Most of these contracts are managed by Police Departments, therefore, we are aware of the high expectations the Burbank Police Department has of the selection of a service provider through this RFP.
Our Proposed Approach. In keeping with the Burbank Police Department’s mission, LAZ is ideally suited to represent the City in its efforts to facilitate effective functioning and development of the community th rough delivery of quality parking enforcement services. LAZ fully understands the challenging environment of providing on-street enforcement services year-round, in diverse and sometimes challenging conditions. Our expertise centers on supporting large-scale municipal on-street parking operations. We possess the specific processes for screening, hiring, onboarding, and training quality enforcement personnel, along with optimizing enforcement through use of technology and by maintaining quality controls to meet performance and financial objectives for the cities we serve and by allowing them to make data driven decisions.
How Our Proposed Approach Achieves City’s Objectives. Our approach to achieving the City’s objectives is based on efficiency and automation. LAZ’s plan revolves around proven and tested processes for performance measurement. Drawing on our local and national experience, our approach revolves around the following.
Management Team Made up of Seasoned Parking Professionals . To make this program a success right from the start, we have put together a team of professionals with combined municipal parking experience of over 250 years and hands on experience launching over 10 first time privatized enforcement programs. This leaves no transition risk and ensures continuity of operations and enhancement of enforcement based on specific CA experience.
Believe staff selection and training is a high priority. We employ proven methods to carefully select the most qualified enforcement personnel, train and educate our workforce regularly, and provide them with tools needed to succeed to ensure they provide fair and consistent enforcement within the communities we serve .
Strict Quality Control Procedures. Our proven and field-tested Standard Operating Procedures translate into strict Quality Control and Quality Assurance efforts. We proudly maintain our ticket accuracy performance above 97 percent. Ticket accuracy equates to fewer administrative reviews, improved program reputation, and enhanced collection revenues. Additional benefits include improved officer productivity , consistency in enforcement activities and quality customer service.
Technology Driven Solutions. Building upon our existing data capture and reporting methods, LAZ has invested in automated systems with our Business Intelligence tool powered by Microsoft BI, which enables our clients and managers to view and measure program and employee performance in real time.
Conclusion - We love working with progressive and innovative cities and police agencies who embrace the changes required for growth while still honoring their values. With this attitude, a partnership with LAZ can transform Burbank Parking Enforcement Program into an industry leading program in a way that is manageable, sustainable, profitable. We’ve done it for other cutting-edge programs locally including Santa Ana, Manhattan Beach, West Hollywood, and Inglewood. If you are ready to improve the overall citizen experience and increase your enforcement activities within the first year of implementation, we are ready to take you there. This proposal outlines in more detail our approach to managing each step towards that goal, and what you can expect along the way. But your biggest expectation should be one of success. Let’s make it happen. Let’s get Burbank parking enforcement program on the map of leading enforcement programs in California.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | ii. Table of Contents 4 ii. TABLE OF CONTENTS
Parking Enforcement Services
City of Burbank, California
ii. Table of Contents .............................................................................................................................................. 4 iii. Firm Background ............................................................................................................................................... 5 iv. Relevant Experience and Firm Qualifications ..................................................................................................... 9 v. Operational Approach/Implementation Methodology ....................................................................................... 14 vi. Operating in a Public Safety Environment ....................................................................................................... 43 vii. Innovations .................................................................................................................................................... 46 viii. Price Proposal ............................................................................................................................................... 53 ix. Sub-Contractors (if applicable) ....................................................................................................................... 56 x. Required Forms ................................................................................................................................................ 58 ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iii. Firm Background 5 iii. FIRM BACKGROUND
LAZ Parking has been a leading parking provider of parking enforcement and related services since 1981. With over 40 years of industry experience, we understand the complexity of modern downtown parking operations in a Southern California city like Burbank. We provide parking enforcement and parking management services for over 100+ municipal and government agencies and have led the success of high-performance citizen centric programs across the Golden State, including technology implementation, innovative solutions and a strong focus on customer experience.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iii. Firm Background 6 a. Company Information
Legal Name: LAZ Parking CA, LLC.
Headquarters: One Financial Plaza, 14th Floor, Hartford, CT Los Angeles Regional Office: 1200 Wilshire Blvd., Suite 100B, Los Angeles, CA 90017 Limited Liability Company
LAZ Parking CA, LLC is a subsidiary of LAZ Karp Associates, LLC, a limited liability company organized in the state of Connecticut in 1981. Our company owners and officers are listed below. Each can be reached at: One Financial Plaza, 14th Floor, Hartford, CT 06103 | (860) 522-7641. ⚫ Alan B. Lazowski, Chairman, CEO, and Founder
⚫ Jeffrey Karp, President, and Founder
⚫ Michael Harth, Chief Culture Officer, and Founder
⚫ Michael J. Kuziak, Chief Operating Officer
⚫ Nathan Owen, Chief Financial Officer
⚫ Henry Pierz, Treasurer
⚫ Andrew Tuchler, Managing Partner
⚫ Robert DeBurro, Managing Partner
⚫ Marc Lutwack, Managing Partner
Total Employees
Throughout all LAZ Parking operations, we employ
13,699 team members in 35 states. In the Los Angeles
region alone, we have more than 3,600 active employees. c. About LAZ Parking
With over 40 years of experience in the parking
industry, LAZ Parking is the largest and fastest-growing privately-owned parking operator in the United States
and a pioneer in digital parking technology. Founded in Hartford, CT, in 1981, with four decades of experience
providing best-in-class parking management and
transportation services, LAZ operates over 1.3 million
parking spaces across the country across 3,500+
locations, 39 states and 450+ cities. LAZ Parking is an Accredited Parking Organization (APO) and is
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iii. Firm Background 7 nationally recognized for its best practices in responsible parking management, operational excellence, customer experience, sustainability, safety, and security.
Our portfolio includes major on-street and off-street municipal parking systems, mass transit parking systems, entertainment/event parking, commercial, residential buildings, hotels and resorts, office buildings, mixed -use projects, hospitals and medical complexes, airports, university parking, shuttle services and valet -oriented parking.
Public Sector Expertise
The following is a sampling of LAZ Parking’s public sector clients, including the approximate number of spaces for each. Local parking enforcement references including service information is provided under Section IV – Relevant Experience.
⚫ City of West Hollywood, CA (3,360)
⚫ City of Inglewood, CA (7,500)
⚫ City of Long Beach, CA (10,300)
⚫ City of Manhattan Beach, CA (2,300)
⚫ City of Santa Ana, CA (3,750)
⚫ City of San Marcos, CA (2,500)
⚫ City of San Mateo, CA (3,750)
⚫ City of Palo Alto, CA (2,500)
⚫ City of San Leandro, CA (2,350)
⚫ City of Stockton, CA (6,145)
⚫ City of Sausalito, .CA (1,875)
⚫ City & County of San Francisco, CA
(27,000)
⚫ Washington Metro Area Transit Authority
(59,000)
⚫ City of Chicago Meters System (36,000)
⚫ City of San Francisco Meters (28,800)
⚫ Montgomery County, MD (21,500)
⚫ New York City Housing Authority (20,600)
⚫ NY Metropolitan Transit Authority
(16,600)
⚫ Rhode Island State Beaches (8,100)
⚫ City of Miami Beach, FL (6,000)
⚫ City of New Rochelle, NY (5,868)
⚫ City of Lowell, MA (5,566)
⚫ Norwalk Parking Authority (3,763)
⚫ City of Stamford, CT (3,400)
⚫ San Francisco Municipal Transportation
Authority (3,114)
⚫ California State Parks (2,664)
⚫ City of Syracuse, NY (2,52
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iii. Firm Background 8 Unique Services
It is our understanding that the City may require the selected contractor to provide traffic control services for special events as an optional service. We provide traffic control services at our other major contracts, most notably, in Inglewood and West Hollywood.
We provide traffic control services for all special events at the SoFi Stadium, the Forum, for citywide events, in case of traffic collisions, non-working traffic signals, DUI checkpoints and for street closures for crime investigations. We provide customized traffic control training to all enforcement personnel. Each PEO is also supplied with whistles, white gloves, and reflective traffic safety vests.
Specialized traffic control training is provided to all enforcement personnel.
LAZ has led the industry with business intelligence, remote monitoring, and eCommerce solutions, and innovation. It is our understanding that the City of Burbank may require the selected contractor to provide traffic control services for special events as an optional service. We provide traffic control services at major contracts, most notably, in Inglewood and West Hollywood. We provide traffic control services for all special events at the Forum, SoFi stadium, for citywide events, in case of traffic collisions, non-working traffic signals, DUI checkpoints and for street closures. We provide customized traffic control training to all enforcement personnel. Each PEO is also supplied with whistles, white gloves, and reflective traffic safety vests. All these items including traffic cones are kept in each enforcement vehicle so they can promptly respond to any calls for service for traffic control. Specialized traffic control training is provided to all staff. Billi ng rates for these services are provided in the Cost Proposal. For special events requiring more than 5 traffic control officers, we will be prepared to bring officers from neighboring projects of Palo Alto and San Francisco.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iv. Relevant Experience and Firm Qualifications
9 iv. RELEVANT EXPERIENCE AND
FIRM QUALIFICATIONS
LAZ Parking confidently proposes our enforcement services to the City of Burbank because we have decades of experience reliably meeting the needs of similar partners and communities.
Please see below for examples of municipal turnkey parking systems served by LAZ Parking.
These references highlight our ability to meet diverse needs and grow alongside communities.
We invite you to contact the references below and are happy to provide additional information upon request.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iv. Relevant Experience and Firm Qualifications
10 FIRM QUALIFICATIONS
LAZ Parking is the largest and fastest-growing privately-owned parking operator in the United States and a pioneer in digital parking technology. Founded in Hartford, CT, in 1981, with four decades of experience providing best-in-class parking management and transportation services, LAZ manages over 1.3 million parking spaces across the country in over 3,400 locations in 38 states and 450+ cities.
LAZ Parking is an Accredited Parking Organization (APO) and is nationally recognized for its best practices in responsible parking management, operational excellence, customer experience, sustainability, safety, and security, particularly in municipal parking operations.
Our dedicated Government Services Division is led by a team with more than 2 50 years of combined experience in the municipal parking environment. This affords us a strategic understanding of the balance that government agencies must constantly strike between profits and service to the public. The LAZ Government Services team has an unmatched track record of having managed some of the most complex parking programs nationwide both in On-Street and Off-Street portfolios, managing more than 455,000 parking spaces and 120,000 on -street spaces for federal, state, and local government agencies. Our comprehensive appro ach to parking management provides sustainable solutions that enhance communities, streamline parking operations, and improve the financial position for our clients.
Unparalleled Parking Enforcement Experience
Within its Government Services Business Unit, LAZ has a dedicated Parking Enforcement Business Segment that is primarily focused on Parking Enforcement Services. We have delivered reliable Parking Enforcement and related services since 1988. Today, within our enforcement portfolio, we issue close to 1.5 million citations annually with an average citation dismissal rate of less than 3% throughout our contracts. Working collaboratively with cities, counties and police agencies throughout the U.S., LAZ has been intrinsic in developing innovative parking enforcement solutions that integrate seamlessly with the wider parking and transportation network of each city we serve. We are in the unique position of having managed some of the most complex turnkey parking systems in the country. Our experience and expertise in the techniques and technologies used in parking enforcement are unmatched.
Since 1981, LAZ Parking has grown and adapted alongside our cust omers. Today, we operate over 100 municipal contracts across the U.S. with a 100% contract renewal rate. Most notably, our long-term presence in the California market allows us to use best practices learned from managing some of most consistent and well -established enforcement programs including West Hollywood, Inglewood, Santa Ana, Manhattan Beach and CA State Parks.
With hands-on experience managing parking enforcement programs in highly diverse mixed -use environments like the City of Burbank, we pledge to build on this experience to continue our solid commitment in the delivery of effective parking enforcement solutions for the Burbank Police Department.
The table below provides a snapshot of our current programs, followed by 4 references of similar projects demonstrating our past performance and proven track record of successful implement ing parking enforcement services solution for municipal and law enforcement agencies.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iv. Relevant Experience and Firm Qualifications
11 ANNUAL CITATIONS ISSUED
OPERATIONS/MANAGEMENT
PARKING ENFORCEMENT
ELECTRONIC HANDHELDS
SMART TECHNOLOGY
LPR TECHNOLOGY
ENFORCE ALL MCS & STATE CVC
PERMIT ENFORCEMENT
ON STREET ENFORCEMENT
OFF-STREET ENFORCEMENT
SURFACE LOTS
STREET SWEEPING ENFORCE
CUSTOMER PHONE SUPPORT
TOWING AND BOOTING
TRAFFIC DISPATCH SERVICES
TRAFFIC CONTROL SERVICES
California Municipal Enforcement Clients
City of West Hollywood, CA 200,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ City of Inglewood, CA 90,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ City of Santa Ana, CA 45,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
California State Parks 30,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
City of Salinas, CA 20,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
City of Palo Alto, CA 10,500 ✓ ✓ ✓ ✓ ✓ ✓ ✓
City of San Mateo, CA 32,500 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ City of Manhattan Beach, CA 30,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ City of San Marcos, CA 10,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
City of San Leandro, CA 15,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓
National Municipal Enforcement Clients
City of Chicago, IL 550,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
Montgomery County, MD 150,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ New York, NY (MTA, NYCHA) 50,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ South Miami, FL 45,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
Norwalk, CT 40,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
City of Arvada, CO 10,500 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
The Ohio State University 36,600 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ Eastern Michigan University 10,000 ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iv. Relevant Experience and Firm Qualifications
12 California Based References
With LAZ’s proven track record, the Burbank Police Department receives a partner with experience managing contracts that meet or exceed the size, scope, and complexity of the Burbank Parking Enforcement program. Listed below are 3 of our most prominent Southern California based references. We are providing a 4th reference in case one of the 3 is unable to be reached on the date contacted.
REFERENCE #1 – WEST HOLLYWOOD PARKING ENFORCEMENT
Client’s Name City of West Hollywood, CA
Name of Contact & Title Vince Guarino, Parking Manager
Contact Information Tel 323-848-6426 – Email [email protected] Period of Performance 07/01/2015 – 06/30/2020 (continuously serving the City since 1992) Total Contract Value Base Contract - $14M
Scope of Services Turnkey Parking Enforcement Services 24 hours/day-365 days/year (all MCs & CVCs), Vehicle/Bike/Foot Patrol, Traffic Control, Dispatch Services, Front Counter Customer Service, Encroachment/Temp Permit Placement, Towing, Court Appearances. Citywide Parking Enforcement.
Key Facts Project Manager, Deputy PM, Analyst, 5 Supervisor, 3 Dispatchers, 4 Bike Officers, 22 PEOs. 10 License Plate Recognition (LPR) equipped vehicles, Virtual Permitting Program, Fully Integrated Enforcement System. Enforce street sweeping, gridlock, residential and timed parking. Quality controls (GPS Tracking, Street Surveys, citizen feedback calls, in vehicle recording system).
REFERENCE #2 – INGLEWOOD PARKING SERVICES
Client’s Name City of Inglewood, CA / Inglewood Police Department (IPD) Name of Contact & Title Luis Atwell, Assistant City Manager Contact Information Tel 310-412-5333– Email [email protected] Period of Performance 05/20/2014 – 05/31/2024 (base contract plus 2 five year extension options) Total Contract Value Base Contract - $25M
Scope of Services Turnkey parking enforcement services 24 hours/day-365 days/year (all MCs & CVCs), traffic control services, traffic & crowd control during special events, traffic dispatch services, front counter customer service representatives. Enforcement of parking meters, permits, timed parking, posted signs, RPP, curb violations, scofflaw, peak hour enforcement, and special details including school details.
Citywide Parking Enforcement.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | iv. Relevant Experience and Firm Qualifications
13 Key Facts Project Manager, 4 Shift Supervisors, 4 Leads, 22 PEOs, 25 Traffic Control Officers.
Transitioned a complex parking program in less than 45 days (from in-house to LAZ). Improved citation issuance by 130 percent within the first year. Improved traffic congestion by effectively controlling traffic around Forum event center. Met all deadlines pertaining to start up deliverables – Procurement of new vehicles, uniforms, safety supplies, radios, equipment, and other related supplies.
REFERENCE #3 – SANTA ANA PARKING ENFORCEMENT
Client’s Name Santa Ana Police Department (SAPD)
Name of Contact & Title Yolanda Bautista, Supervisor – Field Operations (currently on modified schedule) Secondary Contact: Commander Phil Craft, Traffic Division Contact Information Tel 714.245.8225 – Email [email protected] (Yolanda Bautista) Tel 714.245.8273 – Email [email protected] (Commander Phil Craft) Period of Performance 07/01/2018 – 06/30/2023
Total Contract Value $3.5M
Scope of Services Citywide parking enforcement services including all MCs and CVCs (Street sweeping, parking meters, RPP, alleys, blocked driveways, lawn parking, 24/7 operation with commercial street sweeping covered during graveyard). Citywide Parking Enforcement.
Key Facts Transitioned this complex contract in less than 30 days with no service interruptions. Screened, trained, and onboarded incumbent staff and implemented all new processes during the transition and met all critical deadlines set forth by Santa Ana PD. Currently working with SAPD to introduce LPR and an ambassador program for downtown core. Continuously help with special assignments and have provided additional staff under the guidance of SAPD parking supervisor.
REFERENCE #4 – MANHATTAN BEACH PARKING ENFORCEMENT
Client’s Name Manhattan Beach Police Department (MBPD) Name of Contact & Title Andrew Harrod, Lieutenant (Acting Captain) – Traffic Division Contact Information Tel 310.802.5165 – Email [email protected] Period of Performance 07/01/2021 – 06/30/2023
Total Contract Value $0.7M
Scope of Services Citywide parking enforcement service including all MCs and CVCs. Street Sweeping & Citywide Parking Enforcement.
Key Facts Transitioned contract in less than 30 days. Continuously provide supplemental parking enforcement services for all special events and holidays.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
14 v. OPERATIONAL
APPROACH/IMPLEMENTATION
METHODOLOGY
Using highly trained staff and the latest technology, we will streamline the enforcement of 7 downtown parking garages and 8 surface lots with 3,364 spaces, including the 196 streets/sections that are controlled with parking restricted signage, along with many time- restricted areas. LAZ Parking approaches each operation with an efficient professional manner while enhancing the customer experience.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
15 Proposed Approach to Scope of Services
Describe the Contractor’s understanding of the City’s proposed Scope of Ser vices and the objectives to be accomplished for this service. Provide a detailed description of methodology, ha rdware, and software for issuing citations, enforcement techniques, office/administrative support, and accounting practices and procedures.
Describe in detail the Contractor’s management, technical and organizational approach, resources, and controls to be utilized to successfully accomplish project planning, risk management, quality control, budget adherence, schedule requirements and implementation for all proposed services, including a proposed project implementation schedule.
Understanding the City’s Intent and
Objectives
To meet the objectives set forth in this RFP by the City of Burbank’s Transportation Division and Police Department, it is LAZ Parking’s commitment to provide a knowledgeable, well-trained, and motivated team focused on a balanced approach of fair and consistent parking enforcement. We have dedicated ourselves to providing professional and ethical parking enforcement services with the goal of improving the overall safety and quality of life for citizens, visitors, and businesses in the cities we service. LAZ Parking’s years of industry experience have given us firsthand knowledge of the most important aspects of providing outsourced parking services. We have taken the time to develop and refine best practices for every detail related to the delivery of our services. We make a crucial, noticeable difference by offering better processes with a proactive management style and through a comprehensive employee screening, onboarding, and training process. These capabilities come only through experience, knowledge, forethought, practice, and discipline. The highlighted areas of this section further illustrate our approach to organizing and implementing the parking enforcement services desired by the City and the ways in which we differentiate ourselves from our competitors and deliver higher quality. A detailed plan on how we will monit or each service level is outlined later in this section of this proposal.
Compliance with The Scope of Work
In this section, we have presented detailed responses to the various requirements outlined in Exhibit A, subsection 3.4(Operations and Maintenance Plan) of the RFP, demonstrating our operational expertise in parking enforcement. We recognize that some of the City’s requirements listed in the RFP may evolve over time. We believe that our approach of giving extensive autonomy to our Program Manager and Transition Manager will enable us to quickly and effectively respond to evolving requirements
LAZ Parking currently enforces over
30,000 municipal parking spaces in
the Golden State and holds 10
current government contracts.
LOCAL MARKET
KNOWLEDGE
LAZ Parking issues 1.5M
citations annually with an
average dismissal rate of less
than 3%
UNMATCHED ON-STREET &
CURB MANAGEMENT
EXPERIENCE
LAZ Parking offers data
visualization tools and
dashboards to reach KPIs and
improve performance.
INNOVATION IN
TECHNOLOGY
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
16 over the early term of the contract. Many of the tasks and methodologies described in this section are performed by our staff at our other parking enforcement contracts. We have drawn upon our extensive experience to present the highest quality and most cost-effective operational proposal. We have a thorough understanding of the work and responsibilities that the provision of parking enforcement services for the City of Burbank entails. We accept each and every responsibility presented in the RFP without exception. As a full-service enforcement provider, we do not foresee major difficulties in meeting the requirements contained in the scope.
3.4.1 - 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.
Task 1 – Personnel- Recruiting, Onboarding and Training
EMPLOYEE REQUIREMENTS
Building a strong, skilled workforce that understands their roles and responsibilities is just part of what LAZ Parking does. We continue to foster the employees we have throughout our projects and carefully select new employees as positions become available. All new employees will meet all City and LAZ Parking employment requirements. LAZ Parking will comply with all existing Government Code and Burbank Police Department policies.
LAZ Parking will also comply with all the City’s standards and requirements for employees and acknowledges that the City reserves the right to be involved in the recruitment and selection process of new contract enforcement personnel.
Recruiting & Hiring Process
LAZ Parking has a comprehensive pre-
employment screening and recruitment
program in place to ensure only the most
qualified candidates are chosen for
employment. Pre-employment screening is
an effective risk management tool that
promotes a safe and profitable workplace by
helping to limit the uncertainty inherent in the
hiring process.
Pre-Employment Process
LAZ Parking has a comprehensive pre-employment
screening program in place to make sure that only
the most qualified candidates are chosen for
employment. Pre-employment screening is an
effective risk management tool that promotes a
safe and profitable workplace by helping to limit the
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
17 uncertainty inherent in the hiring process. Our pre-screening techniques significantly reduce potential violence, theft, financial loss, sexual harassment, and other workplace problems.
PRELIMINARY PRE-INTERVIEW SCREENING
At the front-end of the process, LAZ Parking often uses a professional telephone interviewing service to pre-screen candidates before they are invited in for formal interviews. Hiring managers are trained in how to narrow down the potential pool of applicants to qualified individuals, and how to thoroughly check employment and personal references.
BACKGROUND CHECKS
All candidates for employment, prior to receiving an employment offer, must successfully pass a crimi nal background check. Depending on the preference of our client at any given location, candidates may also have to pass a pre-employment drug test.
THIRD-PARTY RECORD CHECKS
LAZ Parking uses the services of American Background Information Services, Inc., to perform background checks (including criminal record searches, credit history and motor vehicle record searches) on all prospective entry-level and management candidates. Screening of all management-level candidates, including supervisors, specifically covers criminal records, credit violations, motor vehicle driving infractions (if the positions involve driving), educational credentials and prior employment. Candidates for non-management positions that involve driving are screened for criminal and motor vehicle driving infractions. If the position does not involve driving, the candidate is screened for a criminal record.
PRE-EMPLOYMENT DRUG TESTS
Pre-employment drug testing is required of all candidates for employment. We administer simil ar drug screening tests at all managed locations in which the client requests that we do.
INITIAL EMPLOYMENT
All persons hired to work, full or part-time, become employees of LAZ, are required to conform to the rules and regulations of LAZ, and are expected to perform their duties in the best interests of LAZ and its customers. The Human Resources Department performs a criminal background check for all new hires and follows the guidelines set forth by state and local government. All new hires participate in LAZ Parking’s orientation program. Federal laws require that every employee must show proof of citizenship or a right -to-work document.
PROACTIVE RECRUITING AND CONTINUOUS HIRING
Our local HR team is continuously recruiting and on-boarding to ensure staffing to fill any turn-over. This will allow us to have a large pool of candidates readily available to fill shifts. This proactive s trategy mitigates the risk of being short-staffed due to turnover.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
18 TRAINING
LAZ Parking is aware of the impact initial and ongoing training has on the performance of our enforcement officers. We believe well-trained officers will ensure a high rate of enforcement resulting in increased compliance and reduce negative backlash from citizens who may protest effective enforcement, thus reducing the demands on both LAZ Parking and Burbank PD staff. We will provide extensive in-house training with a formal induction program for new employees, continuing on-the-job training, and participation in training offered by the LAZ Parking Online Academy. Our training program meets the City’s training requirements of 56 initial job-related training. LAZ Parking staff working at this project will go through a 24-hour classroom style initial training and 32 hours of on-the-job training including field training with LAZ Parking supervisory staff. As needed, we will also provide re-training and/or follow-up training required to correct deficiencies in performance. LAZ Parking will also provide staff with at least eight (8) hours of annual refresher courses and training. Topics will include, but are not limited to, Standard Operating Procedures (SOPs), changes in the law, new aspects of the City’s parking program, refresher or expanded training in customer relations, and conflict resolution. Continuing training, subject ma tter, and schedules will be reviewed and approved by the City representative prior to any training taking pl ace.
New hires go through a combination of classroom and field training, including ride -along training with supervisors.
New hire training typically lasts 1-2 weeks, following the curriculum shown in the table below.
WEEK 1:
CLASSROOM
TRAINING
• LAZ Parking on-boarding and orientation
• Officer expectations and responsibilities
• Professional Demeanor
• Safety Guidelines
• Driving
• Uniform and personal appearance guidelines
• City policies and procedures
• Attendance & shift start/end expectations
• Handheld/Printer equipment overview
• City introduction
• Injury/Vehicle accident reporting
• Radio etiquette and NATO codes
WEEK 2:
CLASSROOM/FIELD
TRAINING
• Beat assignment maps
• Municipal Code and C.V.C. overview
• Permit Enforcement
• Impound and booting procedures
• Call logs
• Officer daily assignment sheet
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
19 • Appeals process and guidelines
• Introduction to Officer Report Card
• Citation issuance overview and equipment training
• Field training
Customer Service Training
We have a strong record of success in providing exceptional service to ou r customers. LAZ Parking provides excellent service to its government partners and to the end users (motorists) and believes that investment in our people strengthens the ability to excel in customer service. LAZ Parking employees are ambassadors for the c ities they represent, and they are regularly recognized by the public and LAZ Parking customers for their efforts.
During this extensive training, LAZ Parking team members are taught the entire range of customer service skills necessary for their jobs and how to deal with difficult customers and/or situations. To make the training session more interactive, attendees engage in roleplaying and group activities. We focus on their custome r service skills; given our presence in the field, we work very hard to ensure that our team is always ready to display a positive approach and a professional appearance. They are also trained in how to leave a positive impression on the citizens of and visitors to the City.
Some of the topics covered under our
customer service training are:
• First Impressions
• Aggressive Hospitality
• Major “Do’s” and “Don’ts”
• Conflict Resolution
• Service Recovery
• Telephone Etiquette
• Communication
We are also committed to continuous
training throughout the year. Wellness
checks and monthly officer reviews allow
management to assess refresher training
opportunities for the staff. In addition, LAZ
Parking conducts annual training sessions
for all officers to review core principles such as conflict de-escalation and resolution, driving safety, bicycle safety, and LAZ Code of Conduct.
We understand that our employees will have considerable interaction with the public. In most cases, these motorists will be under the impression these employees are City employees. As such, the LAZ Parking team recognizes the City is entrusting them with its reputation, and we take this responsibility very seriously.
Our goal will be to ensure that all personnel serve as ambassadors of the City. This goal will be accomplished by hiring good people, training them well, treating them with respect, and providing them with the training and the ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
20 tools they need to do a good job. In turn, the expectation is they will, without fail, conduct themselves in a professional manner and treat the City’s citizens politely and in a helpful manner.
It is understood that despite our best efforts, complaints may arise. Motorists have the legal right to report unprofessional or illegal behavior by LAZ Parking staff. Staff members are trained and expected to respond in a professional and courteous manner during complaints. In the event a motorist is not satisfied with the actions of behavior of a staff member, the LAZ Parking employee will provide the motorist with his/her last name, badge number, and the name and telephone number of the office upon request.
Each officer complaint will be handled by the Program Operations Manager. Management will speak with the complainant and document the encounter. Then, the officer will have the opportunity to respond to the complaint.
Based on the information at hand, including any data reports that would add more information, if the officer was not found to have done anything wrong, then the investigation will be closed. However, if there was fault found with the officer, appropriate action and counseling will take place, including disciplinary action if a policy or procedure was not followed. The results of the investigation, whether the officer was fo und to be at fault, will be filed into the officer’s personnel file.
Annual Refresher Training includes but is not limited to: Ambassador Program. Customer Service Training, Conflict Resolution, Harassment Awareness Training, Parking Enforcement Program, Legal Update (8 Hours)
UNIFORMS
LAZ Parking acknowledges that the City must approve all uniforms. As ambassadors of the City, we recognize the importance of employee appearance.
LAZ Parking will ensure that our staff is equipped with the proper uniforms and equipment needed to do their jobs well and safely. LAZ Parking will provide staff with a sufficient number of uniform shirts and pants to make sure they maintain a professional appearance at all times. All staff will be issued jackets and hats for inclement weather. Additionally, LAZ Parking will provide staff with photo identification, name tags, and badges that clearly state the company name and the staff person’s name. Subject to City approval, LAZ Parking will provide:
LAZ Parking proposes an ambassador style uniform. Blue uniform shirts and dark blue trousers, black leather boots/shoes, black leather belt, silver color name plate, operable 3 cell flashlights for night officers, high visibility traffic safety vests, highly visible rain gear, dark blue or black baseball cap with “Parking Enforcement” embroidered in silver. The standard LAZ Parking ID badges contain the employee’s picture and LAZ Parking employee ID number, which the employees will always wear while on duty.
3.4.2 - Describe the proposed procedures for issuing citations to include at a minimum the following:
1. Management of citations issued by shift.
2. Percent of shift time spent in field enforcement.
3. Collections procedures.
4. Reconciliation.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
21 Task 2 – Parking Enforcement Responsibilities
LAZ Parking understands that our staff will be responsible for patrolling the
17.35 square miles of the City as well as the many off-street parking spaces located in the City’s surface lots and parking garages. Most of our team’s working hours, including the program manager, will be spent out in the field. Our deployment time, that includes device and vehicle check, pass down communication and briefing will take no more than 30 minutes. An officer’s end of shift, returning to base will take no more than 15 minutes which will allow the maximum time for our team to be in the field.
Collections of parking fines will continue to be managed by Duncan. Citation reconciliation and data collection will be managed by Park Loyalty. Our QA/QC process will help alleviate errors and will reduce the number of contested citations.
• Street Sweeping: Monday to Friday 12:00pm-4:00pm
• Preferential and Permit Time Restricted Zones: 8:00am-6:00pm • Downtown/General Enforcement: 9:00am-10:00pm
• Neighborhood Concerns: Addressed on an as-needed basis
PARKING ENFORCEMENT OFFICER RESPONSIBILITIES
• Enforce Municipal and State Vehicle
Codes related to parking and
registration violations. Issue’s citations
and tows vehicles as required
• Provide traffic control assistance to
the Police Department upon request
• Patrol City streets, parking lots,
structures, and parking time limit
zones for parking violations or
abandoned vehicles
• Receive and respond to radio calls for parking related complaints • Assist citizens with parking and traffic issues or questions • Report circumstances requiring police action
• Report safety hazards
• Report damaged equipment, unclear signage, or street markings, and missing, damaged or conflicting parking signs or traffic control signs
• Report parking abnormalities or abnormal parking patterns • Provide beat analysis and report malfunctioning parking meters
3.4.3 - Discuss the proposed management approach and working relationship with City.
LAZ Parking will be an extension of the Burbank Police Department. We understand the important responsibility of representing the City and Burbank PD in the utmost professional manner. Our proposed approach that is defined in ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
22 this section details our commitment to operating this program under the guidelines and direction of the City and Burbank PD. The collaborative relationship between LAZ and Burbank PD will lay the foundation for a successful first-time outsourced parking enforcement program for the City. We propose weekly/bi-weekly meetings with the Traffic Sergeant and a quarterly meeting with Traffic Division leadership.
3.4.4 - Describe how the proposed enforcement and citation issuance software and hardware integrates with the City’s existing Duncan solutions citation processing and Passport permit systems:
CITATION ISSUANCE PLATFORM
LAZ Parking will partner with Park Loyalty and Vigilant LPR systems to provide a turnkey enforcement solution that integrates with Duncan’s Citation Management system and Passport’s permit system.
PEO’s will be trained on issuing citations electronically using Park Loyalty handhelds which has the capability of capturing digital photos of each violation. Our officers will also be trained in completing handwritten citations legibly in the event that handhelds malfunction or are unavailable. Our proposed enforcement solution also includes the implementation of a licensed plate recognition (LPR) technology that will seamlessly integrate with Park Loyalty’s citation issuance platform where data will be shared between the two platforms in real time.
PARK LOYALTY – CITATION ISSUANCE
Park Loyalty’s citation issuance platform includes the following technology and services features:
⚫ Mobile LPR Scan Engine: PEOs can simply scan a license plate and evaluate the visual cues in the App to enforce. The Engine does all the heavy lifting behind the scenes to generate the visual cues by checking with payment, permits, exempt list, scofflaw list, stolen, warning, historical citations, and timing/mark records
⚫ Mobile Citation Issuance App: The smart citation form and issuance engine minimizes fat-fingering issues and ensures data integrity via just-in-time checks with all integrated systems. The issuance App ensures the address is auto populated by GPS in all forms, the scanned images ar e automatically attached to each citation and uploaded, the make, model and color are automatically loaded when available in the system, the app provides a visual representation for PEOs to see time limit marks including from MLPR Vehicles ⚫ Rules-Based Management Engine to administer both the mobile app and the back-office system ⚫ Configuration Engine: Build your enforcement ticket layout quickly using our intuitive drag-and-drop mechanism
⚫ Data management layout tool to update enforcement rules quickly and efficiently ⚫ Flexible Integration Engine
⚫ Time Limit Marking Engine: Complete sharing of “marks” across all vehicles and officers ⚫ A built-in engine to integrate with pay by cell systems, meter payment systems, LPR vehicles, permit system and processing systems
⚫ Automatic Boot and Tow notifications based on LRP hit notifications ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
23 ⚫ Automatic API or file-based export to processing and collection systems ⚫ Dashboard and reporting system
⚫ Multiple dashboards to view productivity, operations, officer activity, revenues, utilization and integrations
⚫ Officer summary and productivity reports
⚫ Citation reports to manages operations
⚫ Location base reporting (GIS reports) at the specific address, zone, or block level ⚫ Advanced productivity reports
⚫ Analytical Reporting
⚫ Anomaly Reporting to detect errors quickly
Park Loyalty’s enforcement solution has five major components:
• Enforcement Hardware–Customer’s choice of android h andheld devices , printers and wireless service
• Enforcement App–Android based App that transforms an enforcement program into a data driven, AI/ML (Artificial intelligence/ Machine learning) based program, centered on data integrity, productivity, accountability, and efficiency.
• Dashboards and Reporting–Management tools and analytics to offer a coherent, data-driven enforcement program.
• System Administration–Complete control over the citation form layout, data, and rules for enforcement.
• Integration Wizard–Bring a wealth of real-time information to the fingertips of PEOs.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
24 ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
25 LICENSE PLATE RECOGNITION SYSTEM
LAZ Parking proposes the Vigilant LPR system as our preferred partner for the City of Burbank. The seamless integration with Park Loyalty and Duncan makes an easy case to use them for digital license plate capture using their vehicle mounted camera-based system. LAZ Parking is agnostic and has worked with the major LPR companies and choose the best solution for each program and customer.
Motorola Solutions (Vigilant) will support the City of Burbank’s parking operation by implementing their Parking Solution, easing the enforcement process to increase compliance and revenue. With this solution, the City of Burbank will be able to set policies for each parking location, which will be automatically synchronized with field equipment.
Figure 1-1: Parking Solution Capabilities
To help enforcement officers easily and accurately enforce these policies, Vigilant’s Parking Solution will verify parkers’ payments and permits, apply and track digital chalking, identify scofflaws, and share and store data.
LEVEL OF SERVICE
In our due diligence phase, our team drove all areas of the City multiple times to determine the best staffing schedule that would provide a level of service to meet the scope of service the City requires. Building a culture of compliance requires a consistent level of parking enforcement that can be achieved with reliable and well-trained parking enforcement officers. We understand the scope of the project and can also foresee the need for additional enforcement services that may not have been realized with a minimum level of staffing. We have witnessed firsthand the increase in enforcement services in the cities of Santa Ana, Manhattan Beach, Salinas, San Mateo, and Palo Alto where each were first time outsourced programs.
In the baseline schedule, the scope of work would be divided among four (4) PEO’s, one (1) Lead PEO, and one Program Manager. Our Lead PEO and Program managers will spend the majority of their time in the field whenever possible to assist with calls for service and additional assistance with time restricted zones or street sweeping areas.
Monday Tuesday Wednesday Thursday Friday Saturday Sunday Detail
PEO 1 GE/Downtown 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm PEO 2 GE/Downtown 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm PEO 3 Sweeping/GE 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm PEO 4 Sweeping/GE 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm 11:45am-8:15pm Lead PEO GE/Downtown 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm Program Manager 8:00am-6:00pm 8:00am-6:00pm 8:00am-6:00pm 8:00am-6:00pm 8:00am-6:00pm Total PEO's 3 3 5 5 5 2 2
Street Sweeping Detail: 12:00pm - 4:00pm (Per RFP)
BASE SCHEDULE
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
26 1st Shift: PEO’s will be assigned to patrol the downtown core and the arterial stre ets as well as the parking structures and parking lots using the LPR system. As the PEO enters the time limit zone, whether it is a 15 min loading/pick-up zone and the next block is a two-hour zone, the PEO will manually enter the appropriate time designation upon entering the area, parking garage or lot to virtually chalk the zone. They will notate the time marking/area also on their daily shift log. The LPR system will notify the PEO once the time restricted area they chalked have elapsed and the PEO will return to each zone to identify any potential violators. 2nd Shift: Two PEO’s will be assigned the street sweeping detail that commences at 12:00p m and ends at 4:00pm, Monday to Friday. Once this detail is completed, the PEO’s will provide general enforc ement primarily in the Preferential and Permit Time-Restricted Zones.
As the City is considering implementing a paid parking system, our proposed schedule below will offer the best coverage to promote compliance, and furthermore we would be able to assist in the early morning street sweeping detail. In this scenario, we would have nine (9) PEO’s on Friday and four (4) PEO’s during the busy weekends.
Task 3 – Equipment & Maintenance
3.4.5 - Describe proposed maintenance plan for the vehicles serving the City.
VEHICLES
LAZ Parking will provide four (4) parking enforcement vehicles for parking enforcement activities based on the proposed staffing plan and as specified on the pricing form. With the approval of the City and BPD, it is our intent to provide brand new 2022 or later model Toyota Prius’. The vehicles will be equipped with the following hardware and software.
GLOBAL POSITIONING SYSTEM (GPS)
Each vehicle will be equipped with GPS tracking units.
This type of tracking system will provide up to 60-second updates on vehicle and phone movement, driving
behavior, and idle times and send alerts to emails and
cell phones for infraction of a set rule. The ability to monitor movement and driving behavior and patterns of
Monday Tuesday Wednesday Thursday Friday Saturday Sunday Detail
PEO 1 Sweeping/GE 6:00am-2:30pm 6:00am-2:30pm 6:00am-2:30pm 6:00am-2:30pm 6:00am-2:30pm PEO 2 Sweeping/GE 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm PEO 3 Sweeping/GE 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm 7:45am-4:15pm PEO 4 GE/Downtown 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm PEO 5 GE/Downtown 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm 8:45am-5:15pm PEO 6 GE/Downtown 9:30am-6:00pm 9:30am-6:00pm 9:30am-6:00pm 9:30am-6:00pm 9:30am-6:00pm PEO 7 Downtown 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm PEO 8 Downtown 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm 1:30pm-10:00pm Lead PEO GE/Downtown 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm 10:00am-6:30pm Program Manager 7:00am-5:00pm 7:00am-5:00pm 7:00am-5:00pm 7:00am-5:00pm 7:00am-5:00pm Total PEO's 6 6 8 8 9 4 4
Street Sweeping Detail: 6:30am-4:00pm
PROPOSED SCHEDULE
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
27 enforcement officers will allow management to address issues promptly, create efficiencies, and improve officer productivity. Not only does the system provide a live feed of vehicle activity, but also records are archived in case of complaints (e.g., for driving over the speed limit or skipping violating vehicles). The record can be traced back to the driving officer’s activity for that day and time.
SAFETY LIGHTS
All vehicles will be mounted with alternating led lights. These lights will be used when staff are patrolling to warn other vehicles about their vehicle’s slower movement.
VEHICLE MARKING
LAZ Parking will obtain City approval prior to ordering decals for the marking of all vehicles. All vehicles will have markings clearly identifying all LAZ Parking vehicles. The rear of all patrol vehicles will have a sign warning of frequent vehicle stops. We propose a sign for driver and passenger side of each vehicle with marking like the sample picture.
VEHICLE MAINTENANCE PLAN
LAZ Parking takes pride in delivering our very best to our customers and clients. This is reflected in how we carry ourselves, our clean uniforms, and the proper care of equipment, including our vehicles. Our enforcement v ehicles reflect the detail and care we take in every aspect of our business. LAZ Parking will provide new, eco-friendly Toyota Prius’ for this contract and will take measured steps to ensure these vehicles are well maintained and presentable to the public.
The fleet maintenance plan will include a monthly record of maintenance performed on each vehicle by Date, Unit
number, Vendor, maintenance performed, and cost. A
vehicle inspection log is incorporated in the Officer Daily Log to document daily vehicle inspections. Parking
enforcement officers and supervisors are responsible for daily inspections of the vehicles and supervisors are
responsible for weekly vehicle maintenance inspections. Every vehicle will be washed on a weekly basis.
DAILY VEHICLE INSPECTION
Pre- and post-shift visual inspection conducted by the supervisor along with the parking enforcement officer and notated on the vehicle inspection form. Once the inspection is complete, both supervisor and P.E.O. initial the inspection form.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
28 • Visually inspect the vehicle for physical damage and notated on the form
• Visually inspect to ensure brake lights, running lights, turn signals, windshield wiper and amber lights are working
properly
• Visually inspect tires to ensure they are properly inflated, and tread level is acceptable
• Visually inspect to ensure vehicles are equipped with proper safety kits, including first aid, cones, and hazard marking devices such as flares
• Visually inspect the interior of the vehicle for cleanliness
3.4.6 - 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 City including but not limited to monthly operating statement, general journal, payroll analysis, daily and monthly citations summaries.
In conjunction with the various reports that will be provided by our Citation Issuance partner (Park Loyalty), our PEO’s will fill out a daily shift report that details their assignment, number of citations by type and other pertinent information that will be filed and submitted to BPD upon request.
Some of the reports that will be submitted to the City and BPD are shown below and a detailed summary of Park Loyalty’s capabilities will be attached at the end of our proposal.
Summary Dashboard
• Operational data such as the total citation issuance counts, total scans, total cance ls per day. The progression is operation summary through the current week. Officer activity and current officer location • Productivity summary data such as the average time to issue a citation through the data, average scan per hour, average citations per hour, average scan by officers and aggregation of citations by issue type • Integration summary data such as the average payment latency, number of active session and permit hit rate
• Revenue data aggregation such as payment counts, permit counts and scoffla w counts. The below images provide a view of the main dashboard page
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
29 Operations Dashboard
• Operational data such as the total citation issuance counts, total scans, total cancels per day • Time based progression of scans, issuance counts, timing records and plate hits including scofflaw, permits, stolen and exempt
• Current officer locations to provide officer safety as needed • Tabular break down of officer activity through the day, downloadable in an excel
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
30 Productivity Dashboard
This dashboard provides administrators and supervisors direct insight into field activities of our officers. • The average time to write a citation, average scans and citations per hour, average scans and issuance per officer, scan to issuance ration, and mark to issuance ratio • The average time it takes to issue a ticket limit violation (from first timing capture to violation) based on zone and regulation
• A timeline view of average issuance counts, scan counts, average scan and issuance by officer • A pie chart view of issuance summary by citation type • A tabular view of issuance, scan and average time taken to issue by officer
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
31 QUALITY CONTROL (QC) AND QUALITY ASSURANCE (QA) PROCESS LAZ has hands-on experience customizing and developing
reports that best fit the needs of each of our clients. Each report provides easy-to-understand factors for the reviewer, with a focus on highlighting performance metrics. Upon
award of a contract, it is our intent to meet with the Burbank PD and share a variety of reports currently in use at our other contracts. In partnership with our municipal clients, we have developed complex reporting mechanisms that provide the operations with a consistent level of oversight. We use our fully integrated LAZ Business Intelligence (BI) platform for performance reporting. In this section, we have shared some sample reports currently in use at our other parking
enforcement contracts. In order to limit the number of pages to our response, we are sharing a few samples of these reports, but as stated above, we look forward to meeting with City representatives to discuss their preference as to which reports are best suited for Burbank parking enforcement program. LAZ will maintain project files and records per City’s record retention policy and throughout the term of this contract. All project records (electronic and paper) will include operations and maintenance guidelines. These include officer shift logs, citation activity reports, meeting agendas and minutes; management and staffing plans; staffing reports and
schedules; updates to these documents; project staff
training; plus, all manuals, systems maintenance records, training records, systems plans and installation records, and other correspondence. Activity Reports and Program
Status Reporting. These reports range from a simple daily officer shift log to a more comprehensive weekly/monthly citation activity report, and from officer productivity report to violation trend report. Through citation mapping and violation heat maps are other ways we provide our clients a visual review of daily, weekly, and monthly citation activity and violation capture. Due to limited space, only a few sample reports are shown here that are currently in use at our other contracts.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
32 TRANSITION & IMPLEMENTATION TIMELINE
Describe the transition plan for assuming control of the enforcement zones and service areas in the initial 30 -day period following contract award that demonstrates minimal disruption to the existing operation.
Having transitioned several first -time outsourced enforcement programs, LAZ understands the intricacies that come with first time out- sourced operations. We have successfully transitioned programs in less than 30 days, but our preference would be 45-60 days from execution of contract. Our phased approach commences with the intent of contract award to LAZ.
Phase 1 (First 15 days)
⚫ Meeting between Burbank Police Department Reps & LAZ Parking to identify transition teams. ⚫ Assemble transition managers and team members and assign tasks ⚫ Thorough review of current enforcement program with BPD ⚫ Review our proposed approach and solution with BPD
⚫ Evaluate and finalize staffing schedules
⚫ Upon approval from City, procure citation issuance devices and LPR equipment ⚫ Finalize and submit to City of Burbank, Business License & Certificate of Insurance
Phase 2
⚫ Front line staff recruiting
⚫ Order supplies, ticket rolls, safety equipment, cones ⚫ Forward all Insurance Certificates to the City
⚫ Hire additional new employees prior to transition
⚫ Employee on boarding process
⚫ Employee orientation and classroom training
⚫ Uniform fitting for all employees
Phase 3
⚫ Technical support training on Park Loyalty citation
enforcement equipment and LPR Systems
⚫ Installation/training of automated payroll/time attendance system
⚫ Field training for parking enforcement officers
⚫ Finalize beat assignments
⚫ Develop Standard Operating Procedures (SOP) and submit to BPD for approval ⚫ Distribution of Uniforms
⚫ Commencement of Operations
TRANSITION SUPPORT PERSONNEL
To ensure a smooth transition process, LAZ Parking will bring in additional resources to provide oversight and quality control for the onboarding and training of any and all employees to guarantee a smooth and effective transition in keeping with LAZ Parking’s history.
Once LAZ has had the opportunity to identify potential candidates from the current operations within the Los Angeles area, the Human Resources Team can transition employees to initiate the transfer process to Burbank operations.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
33 The Importance of an Early Start
Our Program Manager will serve as the team leader and will be the primary contact for Burbank PD. Our goal is to have the manager and lead PEO start with the project at least 15-30 days prior to the implementation to meet the goals set forth earlier. This will provide us:
⚫ A refined understanding of the operation and the City’s expectations ⚫ Insight into any pending issues
⚫ The opportunity to review the operations and gain insight into the enforcement program from Burbank PD
⚫ Engage local businesses, stakeholders and residential community groups to identify concerns and issues
Sample Checklist
Below, LAZ Parking has included an example of our implementation checklist that will be conducted by our Program Manager and Transition Manager in cooperation with Burbank PD and the City. We look forward to discussing our proposed program in greater details as this process progresses.
3.4.7. – Describe in detail the firm’s plan to maximize enforcement coverage, compliance, and revenue generation for the City.
Throughout the enforcement programs in the various City’s and Police Departments we serve, our common goal has been to provide consistent, reliable, and proven methodologies to promote compliance within the communities we serve. The single most important factor that plays a critical role in the success of a program rests with finding and implementing an experienced, proven Program Manager. This person will act as the liaison between the City, Burbank PD and will be instrumental in ensuring contract compliance, training our employees, instituting policies and procedures, analyzing data to maximize efficiency in every aspect of the program. This is especially the case for first time outsourced programs, where the community and stakeholders may question the eff ectiveness or reason to outsource a vital City function.
Start Date End Date System or Service Staff Resource 1 Staff Resource 2 Note 1 1/24/2023 City Council approval and Notice to Proceed MM PC/RM 2 1/25/2023 1/25/2023 Meet with PD to discuss implementation plan MM PC/RM 3 1/26/2023 2/3/2023 Procurement Plan (vehicles, LPR equipment, phones, uniforms, vehicle lightbars, and accessories) PC/RM MM Upon Contract Execution 4 2/6/2023 2/6/2023 Office Logistics City/BPD MM/PC
5 2/6/2023 2/6/2023 Order vehicle decals upon City approval PC RM 6 2/7/2023 2/7/2023 Order Time Keeping Clock & Computer for PM PC RM 7 2/13/2023 2/15/2023 Finalize Staffing Assignments HR/PC RM 8 2/13/2023 2/14/2023 Develop classroom-based training guide PC/RM MM 9 2/13/2023 2/17/2023 Develop field training guide PC/RM MM 10 2/20/2023 2/22/2023 Conduct New Hire Orientation & Classroom Based Training HR/ PC RM/MM 11 2/20/2023 2/22/2023 Obtain uniform approval from City and order temporary supply PC RM 12 2/23/2023 2/28/2023 Conduct Field Training for New Hires PC/RM LEAD PEO 13 2/23/2023 2/24/2023 Implementation of daily reporting procedures PC RM/MM 14 2/23/2023 2/23/2023 Develop daily trainee evaluation form PC/RM MM 15 2/23/2023 2/27/2023 Implementation of monthly management reporting procedures & billing requirement PC MM 16 3/1/2023 3/1/2023 Commence Operations
17 3/15/2023 3/15/2023 Draft Standard Operating Procedures Manual and present to City for approval PC/RM MM * MM - Muhammad Mansoor, VP Government Services
* PC - Peter Cho, Senior Operations Manager & Transition Lead * RM - Rene Mendoza, Proposed PM
All Hands on Deck
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
34 Experience Providing Parking Enforcement Services
Implementing and managing a program of this size and magnitude is a major undertaking for any organization, with substantial change for the organization and the people involved. Where there is major change, there is complexity and risk, many interdependencies to manage, and conflicting priorities to resolve. Burbank Police Department needs a partner who has the right experience, proven track record, and vision to work with the City to achieve stated current and future goals. Throughout this proposal, we have highlighted our experience and knowledge gained from 40 years of managing similar complex parking enforcement programs that are operated round the clock, 365 days a year. Most notably, LAZ’s local experience managing the West Hollywood and Inglewood enforcement programs that are the most relevant to the requirement set forth in this RFP. Throughout the years, we have developed and applied a rigorous program management approach to how we currently manage similar enforcement programs.
Our methodology is our proven best-practice framework for program management of this important contract. It also draws on our extensive experience with delivering successful transfor mations and transition of first-time privatized enforcement programs. Our success is a direct result of a true partnership we have formed with these cities and the knowledge gained by applying best practices to ensure continuous improvement at all levels o f the program. As such, LAZ possesses the technical skills and knowledge that is unique to fulfill the requirements of this contract. With hands on experience transitioning over 10 first time privatized parking enforcement programs in the past 10 years, we are confident in our ability to ensure a seamless transition for Burbank Police Department.
Proposed Leadership & Staffing Resources
A critical aspect of this contract is providing highly qualified staff organized for maximum efficiency. The quality and success of the parking enforcement and support services depends on effectively identifying the staffing requirements, hiring the best qualified staff, ensuring that they are trained for current and evolving contract requirements, and operating under a straightforward and flexible organization, with clearly defined relationships and responsibilities. LAZ understands the staffing challenges associated with parking enforcement aspects of a project of this magnitude. We will continually enhance and maintain all levels of training so that we can rely on employees who can step into the shoes of another employee with differing primary job responsibilities and perform those tasks without any lapse in coverage. Proficient management of this contract requires proven managerial skills, processes, and infrastructures applied by highly qualified and experienced personnel. LAZ offers an organization that is streamlined for responsiveness and efficiency.
LAZ’s proposed key personnel and technical support team is a team ma de up of seasoned managers and subject matter experts with combined municipal parking experience of over 2 50 years. With proven and hands-on experience managing similar programs, our local management team will ensure contract compliance and optimal program efficiency. A statement of qualifications and experience of each of our key personnel is highlighted below.
Team Experience and Statement of Qualifications
As stated earlier, we have carefully selected our project team leaders and key personnel while co nsidering our objectives to exceed the desired requirements for each position to deliver on Burbank Police Department’s service level requirements, to mitigate risk, and to meet overall project objectives. Our proposed management team ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
35 includes subject matter experts currently providing responsive and efficient support to comparable parking enforcement programs throughout California.
Rene Mendoza
Role: Proposed Project Manager – Burbank Parking Enforcement Program Rene is a seasoned Program Manager with over 10 years of municipal parking experience. He started his parking career while attending UCLA as a student parking officer for UCLA Parking & Transportation. Rene took a management position with Central Parking as the As sistant Project Manager for the City of Long Beach parking program. He quickly grew up the ranks and was assigned Project Manager for some of the most complex parking portfolios in the LA and Orange County regions. During the past 10 years, he has worked on major municipal and mixed used programs including Long Beach, South Coast Plaza portfolio, Chicago enforcement program and most recently as the regional portfolio manager supporting all LA based contracts including Inglewood, West Hollywood, and Manhattan Beach. He is focused on delivering operational solutions within the region to municipal clients. Rene’s experience with similar municipal parking enforcement programs makes him an ideal fit for the Burbank enforcement program. As the Program Manager, Rene will provide full project management for the Burbank parking enforcement program and will act as the main point of contact for LAZ under this contract.
Lizeth Godinez
Role: Lead PEO – Burbank Parking Enforcement Program
Liz has close to 18 years of parking enforcement experience. She started her parking career as an enforcement officer at the West Hollywood enforcement program. She was promoted multiple times, first as a lead then as a Shift Supervisor. After a successful career in West Hollywood, Liz was asked to lead the AM shift a t the newly awarded City of Inglewood contract. Lize has been managing a high paced morning shift at Inglewood parking program for the past four years. If LAZ is awarded the Burbank enforcement contract, Liz will take on the challenge of supporting Rene Mendoza as the Lead PER. Her experience will come in handy as we launch this program. She will also lead the field training of all staff along with our certified trainer, Richard Kowaltschuk.
Resume – Rene Mendoza
On the following pages please find Rene Mendoza’s resume.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
36 ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
37 ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
38 Executive Management Oversight & Regional Support
Muhammad Mansoor
Role: Vice President – Municipal Operations & Enforcement Programs In his 22-year parking career, Muhammad has led the implementation of multiple first - generation parking enforcement programs throughout CA. He started his parking career with Central Parking System. While at Central Parking, he was responsible for the management of multiple municipal parking management contracts including Newport Beach, Santa Ana, Long Beach, Anaheim, Carson, and Riverside. Since joining LAZ, Muhammad has spearheaded transitions of 8 new CA based contracts in the past five years, namely, Inglewood, Palo Alto, Salinas, Santa Ana, Manhattan Beach, San Leandro, San Marcos, and San Mateo. As a subject matter expert across a broad range of parking programs, Muhammad is often called on to assess operational efficiencies and the application of new technologies. Muhammad will provide regional project oversight required to ensure the Burbank Police Department needs are met throughout the life of the contract. Muhammad has access to all LAZ’s p arking contracts, bringing best practices and lessons learned to the City of Burbank and Burbank Police Department.
Peter Cho
Role: Transition Manager & Senior Operations Manager
During his 24 years of parking management experience, Peter has been instrumental in providing measured leadership and guidance to his operational team by implementing proven systems to achieve optimal efficiency. Peter has implemented multiple municipal programs including first-time outsourced enforcement programs. He has worked closely with clients to develop policies and procedures that provide the operations with a consistent level of service. Peter has led the transition of several enforcement programs, most notably, Santa Ana, Newport Beach, San Marcos, San Leandro and San Mateo. His local knowledge and in-depth experience working in similar environments makes him a valuable resource to the Burbank Police Department. Peter will serve in the dual role of a Transition Manager and then as the Operations Resource Manager for this program.
Conrad Midolo
Role: Regional Vice President, Los Angeles
Conrad is an LA native. He has been part of the LAZ ‘s local management team sin ce 2015.
He currently serves as the Regional VP of the LA region which has direct oversight of LAZ contracts throughout LA County. If LAZ is selected to serve the City, Conrad will provide executive management support to our local management team and wil l be instrumental in the implementation of a successful program. Conrad will work closely with our Proposed Project Manager, Rene Mendoza, and our VP, Municipal Operations, Muhammad Mansoor t o ensure contract compliance throughout the term of the contract. Conrad is based out of our Los Angeles office and travels to site locations on a regular basis.
Desne James
Role: Human Resources Business Partner Los Angeles
With over 10 years of local experience in various Human Resources roles with LAZ, Desne brings to the City of Burbank a wealth of knowledge and expertise to support the recruiting, onboarding, and human resource management functions. Desne will support our local management and transition teams in screening, recruiting, and onboarding our staff for this contract. She will provide continuous HR support throughout the life of the contract. Desne is based out of our regional office located in Los Angeles and visits our site locations often. She will be an asset and integral part of this contract.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
39 John Svendblad, Senior Vice President, Los Angeles
John currently serves as Senior Vice President for the Western Region, responsible for the overall management of LAZ Parking’s operations and development in the Greater Los Angeles, Northern California, and Northwest regions. With his related business experience, he manages financial performance, leads new business initiatives, creates, and nurtures client relationships, and directs tactical measures to ensure alignment with corporate strategic plans. John contributes his experience and is active with indust ry organizations, including serving as a member of BOMA/GLA’s Board of Directors. John holds a bachelor’s degree in Business Administration from Suffolk University. John will provide the corporate executive management oversight for the Burbank enforcement contract.
Robert Maroney, Vice President, Government Services
Rob Maroney joined LAZ Parking in 2015 as the Vice President of Government Services.
Rob is responsible for overseeing and supporting our rapidly expanding Government Services market, which includes municipal agencies and public private partnerships. With over 20 years of experience, Rob brings extensive experience in government operations, management, and consulting. He started his career in municipal government, and during his 12+ year career with Norfolk, VA, he served as the Director of Parking. Rob was also the Director of Parking and Transportation for Virginia Commonwealth University, overseeing the university’s parking, transportation, and fleet management programs. Rob has access to all municipal contracts currently managed by LAZ and will bring his expertise to the City of Burbank contract, if LAZ is awarded this contract.
Richard Kowaltschuk
Role: Enforcement Training Manager
Richard is LAZ Parking’s in-house certified trainer for the LA and Orange County Region. He will spearhead the initial and on-going training of our enforcement personnel.
Richard has over 37 years of demonstrated law enforcement experience with the S outh Pasadena Police Department with eight (8) years as a Lieutenant and 21 years as a Captain serving in both the Administrative and Operations Divisions. He joined LAZ in 2014 as a PM for our Inglewood parking contract. He managed the transition activities for this complex parking program with 75 employees with much success. He most recently led the transition of Santa Ana contract and is assigned full time to this contract.
He has developed training and policy manuals for our CA-based contracts to ensure contract compliance and he works closely with our Project Managers to refine our SOP manuals for optimum program performance. He will also assist in periodic compliance checks and will implement changes as necessary including re-training of staff and/or change processes to align our efforts. He is a certified trainer of all LAZ enforcement operations, and he will be tasked with training all new staff along with our Project and Regional management teams.
He understands the best management practices and procedures and has knowledge of applicable parking laws and regulations, including those related to the storage of vehicles pursuant to the California Vehicle Code. He is experienced in finding best solutions and practices in parking operations and services. H e has extensive experience in customer service dealing with community members and City officials to improve the quality of life within the community. He is skilled in establishing and standardi zing management practices. He is capable of developing strategies for improving the effectiveness and efficiency of parking systems and is skilled in developing policy, training plans, and generating solutions to complex problems.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
40 Organizational Chart
Facilities & Required Equipment
Description of facilities and specific equipment that BPD would be required to furnish for on-site staff.
The RFP stated the City would designate a work location for the contractor. Although we could work within the parameters of what the City provides, at a minimum we would request the following for our personnel:
• A secured private office space where our staff can check in, have briefings, conduct training & employee meetings, and store their equipment and supplies, including a computer. • Internet service for time keeping and computer system • Parking for our employees and company vehicles
• An area where our employees can take breaks/lunches.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
41 Conflict Resolution Process
Describe the proposed conflict resolution process if performance problems are encountered with Contractor personnel.
Parking enforcement programs are a public facing service and our officers will interact with the public on a daily basis. In the course of doing their work, our officers may face hostile situations and unpleasant interactions with the public. Any complaints from the public regarding unprofessional behavior or language by any of our employees will be taken seriously and appropriate action will be taken immediately. We will take the following steps when notified of a complaint or concern by the City, Burbank PD or a member of the public:
• A manager or supervisor will contact the complainant within 24 hours of the notice. • A thorough investigation will be conducted by the manager or human resources and a determination of any allegations will be submitted to the City and appropriate disciplinary actions, leading up to suspension and or termination may result.
• The City contract representative can also request the removal of any LAZ employee from this contract upon written request.
LAZ Parking’s program manager will review officer productivity reports on a daily basis and address any performance deficiencies with the officers. Clear expectations will be communicated to all team members and poor performance, documented and supported by data will be addressed with disci plinary action, leading up to suspension and/or termination.
Change Management Solutions & Communication
BPD understands the implementation of the proposed services may introduce new business processes and possibly a change in some policies, procedures and/or training protocols. Describe any change management solutions provided by the Contractor that are a component of the proposal.
We believe that the intent of this RFP goes beyond the day-to-day operations and includes a much larger picture:
the effective management of the City’s parking enforcement program and enhancement and expansion of the overall program. We have prepared this proposal with special attention to Burbank PD’s goals of reducing cost, maximizing program performance, accurate citation issuance, improving customer service, and ensuring seamless transition without any service interruptions.
Our knowledge and experience managing similar programs gives us a distinct advantage over our competition. We have hands-on experience enforcing all Municipal Codes, California Vehicle Codes and we are well versed in towing procedures, scofflaw enforcement, handling customer inquiries via phone and in person, and parking control services for special events throughout the year. In an industry where most service providers limit themselves to just being a contractor, LAZ has proven itself as a solution provider working as part of our customer’s team. Our partnership goes beyond the daily activities of parking management. We will work closely with the BPD to identify efficient methods to enhance the overall parking enforcement program, and when appropriate, we will make necessary recommendations for the implementation of new technology including tracking mechanisms, and reporting tools. With extensive experience launching new parking enforcement programs, we have learned that ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | v. Operational Approach/Implementation Methodology
42 communication is the key to any change. Successful change is clearly achievable; in both new policy development and/or when new techniques and training methods are introduced. There are steps that can be taken to ensure there is a degree of control maintained. In our experience with transitioning first-time privatized enforcement programs, we have learned that we must ensure there are solid foundations, we have to co-create change, we have to inspire and communicate, galvanize support, and we have to take actions with sustainability in mind. To ensure a seamless transition and acceptance of change, the simple steps we follow can be summarized as follows.
Working with Clients and Their Staff Members
In working with clients and their staff members, our management philosophy is simple: effective communication and working as part of our client’s team results in a successful and long-term partnership. We recognize the need to work with the City as partners, our management team including senior managers will always be available to the City and BPD and we will be an added resource to the City with an array of corporate support and share best practices learned from other projects. We will follow these guidelines and apply best practices learned from working with similar municipal clients nationwide.
Regular Status Meetings
We recommend meeting with the Burbank Police Department weekly during the transition/implementation phase to discuss milestones and successful execution of the Implementation Plan. After the transition period, we recommend meeting with the City staff on a monthly basis to provide a status report with action items and goals for each week. Monthly progress meetings will be held with the City with our Project Manager and Regional Manager present. This meeting will discuss officer productivity, hours delivered in that month, budget for next month, and any outstanding tasks that need to be completed. Next will be a quarterly evaluation where a senior executive will be in attendance along with the Project Manager and Regional Manager. This meeting will discuss the Quarterly Status Report and present a compilation of data gathered during the previous 3 months. Lastly, an Annual Performance Review will be completed with Burbank PD’s senior executives and a Qualitative Evaluation will be used to discuss the annual contract performance and goals for the following year.
Senior Executive Visits
Our Regional Manager will be on site weekly for an operational overview with the Project Manager. Our Regional Manager will also participate in the monthly progress meetings as outlined in the prior section. LAZ’s Vice President will lead the quarterly and annual performance meetings with the City along wit h the Project Manager and Regional Manager.
Inquiry Response
Effective communication is the cornerstone of our success. Managers and supervisors are trained and will be required to effectively report and communicate with BPD and City staff. Supervisors typically respond to any client requests in the field within 15 minutes. Managers respond to any request via phone or email within 1 hour.
City Approval, Feedback, and Involvement
We will seek Burbank Police Department approval on operational changes. We will also ask for BPD feedback on the selection of key staff members including Supervisors and Leads.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vi. Operating in a Public Safety Environment
43 vi. OPERATING IN A PUBLIC
SAFETY ENVIRONMENT
Fully describe the Contractor’s experience in the provision of parking enforcement services in a public safe ty environment, citing specific challenges and how to manage those challenges successfully while minimizing risk.
LAZ has unique experience operating complex parking enforcement and parking management systems, and seamlessly transitioning programs from Government management. We have hands on experience managing some of the most challenging programs for law enforcement agencies in a public safety environment.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vi. Operating in a Public Safety Environment
44 Minimizing Risk in Parking Enforcement Services
Our experience in Parking Enforcement and related services is extensive, and therefore, we find Burbank Police Department’s business aim at pre-qualifying and potentially partnering with an experienced firm with a proven ability to deliver tested solutions to be a perfect match for us. We bring to lif e a valuable combination of trust, transparency, experience, innovation, and operating efficiencies that offer improved program performance, cost control and business continuity, especially in a Public Safety environment. We have had great success managing some of the most complex parking enforcement programs for law enforcement agencies and our proven systems have successfully transformed operating units through innovation and technology throughout North America. Our biggest testament to this is our ongoing enforcement efforts for the City of West Hollywood, Inglewood PD, Manhattan Beach PD and San Mateo PD, where our creative officer deployment strategies and Quality Control measures have improved program performance, lowered citation dismissal rates and enhanced the overall citizen experience.
LAZ has a seasoned, experienced, and realistic understanding of the parking challenges faced by major urban municipalities. To address these challenges, we have progressively developed methods, site specific manuals, and policies and procedures that support operations with a superior level of service.
We look forward to developing a mutually beneficial solution that will take into account our experience and success with other customers here locally in Southern CA and nationwide. LAZ provides the following advantages to BPD:
• We find that your diverse requirements closely match LAZ’s greatest parking management A management team that specializes in the subtleties of parking enforcement. • Proven Program Management processes and procedures.
• Demonstrated successful delivery of parking enforcement, traffic management, and associated services; • Continuous development of our staff to cover all requirements related to parking enforcement for the BPD. • An established solution that will deliver optimal service to meet the operational needs of the BPD; and • Experience in transitioning large scale and some of the most complex programs.
We find that your diverse requirements closely match LAZs greatest parking management strengths. While we understand that the intent of this RFP is to select a contractor for parking enforcement services , we remain keenly interested in developing a long-standing partnership with the Burbank Police Department and the City of Burbank to enhance the overall citizen experience. Our interest in this opportunity is heightened by our established community presence in Los Angeles. We have enjoyed a long and prosperous relationship with the local community, and we look forward to becoming even more involved with the award of this contract. Additionally, making this first- generation transfer of services, from government to private sector, is a serious undertaking and we can share best practices that we have observed from other cities.
We employ best practices and lessons learned to further improve our processes with every implementation. Most of our parking enforcement contracts was an original outsourced project that required our successful transition.
In our experience, the execution of a carefully considered transition plan is one of the most important steps to ensuring the long-term success of the contract. This is a critical period to form a first impression w ithin the community. It also is an opportunity for us to establish credibility with the various stakeholders and City departments.
The main objectives of our transition plan are to:
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vi. Operating in a Public Safety Environment
45 • Quickly implant a team that is capable of delivering on all service expectations. • Effectively manage transition to minimize disruptions to current operations. • Customize our approach to satisfy contractual and customer expectations; and • Establish the foundation of a long-term, effective relationship with our customer.
Examples of Challenges we have faced in similar transitions and how we managed them while mitigating risk
Our transition approach focuses on minimizing change, but effectively managing the changes that will be seen in each phase. Our proposed transition plan will identify our projections, estimates, and key dates to accomplish all required tasks. Milestones will be established for each major process. While we are confident in our ability to deliver the seamless solution for Burbank Police Department, there are some challenges that are expected. We have highlighted a few challenges we have experienced in recent deployments and how we managed them. A well thought out management plan will minimize the transition risk, set the stage for service level expectations, precise key performance indicators and expected outcomes.
STAFFING
The critical path during the transition is the recruitment of staff. Selection of staff is a priority and providing our enforcement team with the right training and tools is the key. With a large pool of trained enforcement personnel, we are able to quickly fill unfilled shifts, and keep positions staffed while new hires are being processed. In the post pandemic era, we learned that competitive pay is essential to having a low staff turnover. We have crafted our staffing compensation structure based on our experience on similar programs in the greater LA area. Furthermore, we infuse our operations with creative incentive plans and performance bonuses so employees feel appreciated for going above and beyond while making some extra money for above average performance. These incentives are not tied to any citation quotas but rather for perfect attendance, citation accuracy and other KPIs that reflect employee’s performance and commitment to the program.
NEED FOR SPECIALIZED TRAINING
To deal with the daily challenges faced by our enforcement staff in public facing positions, we have found that both initial and ongoing training is a must to prepare our enforcement personnel to be able to handle conflict while representing the City. Citizen complaints can be minimized by staff knowing how to be compassionate, how to educate the public on parking options to avoid future parking tickets, and how to provide assistance. Our customized Conflict Resolution training is interactive and is provided by our in-house trainer initially and then by an IPMI certified trainer bi-annually. Our Project Manager and Lead PEO will also be trained in these techniques.
COMPLAINT HANDLING
As part of our Implementation Plan, we will establish a systematic approach for handling support calls and citizen complaints with the approval of BPD. This relates to situations where programmed service has not been provided to a predetermined standard or conduct unbecoming of a staff member. We will strive to minimize complaints, but understands that given the nature of the enterprise, some complaints are inevitable. We will develop a set of City specific customer service guidelines by working with project and designated BPD staff to determine the processes and procedures on how to deal with complaints. Our Project Manager will handle all complaints in a timely manner.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 46 vii. INNOVATIONS
Provide any technical or procedural innovations that have been used successfully at other municipalities or counties that may provide the City with improved service delivery. This may include unique services, new ideas, concepts, and approaches to parking enforcement services that may be beneficial to the City LAZ Parking is a digital innovator in the parking industry. In 2022, LAZ Parking was awarded the status as an Accredited Parking Organization (APO), joining an elite class of the top organizations in the industry. APO is a designation for organizations that recognizes best practices in responsible parking management and operations, customer service, professional development, sustainability and access management, safety, data security and risk management, and more. We’ve included our award-winning innovations and suggestions to support the City of Burbank enforcement program. In this section, we share some of the unique tasks and innovative approaches that have been successfully implemented at our other parking enforcement contracts.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 47 Occupancy Data Capture and Analysis - Maximizing Use of LPR Technology
In addition to ensuring parking compliance, LAZ Parking utilizes LPR technology to gain insight into the curb management and on-street programs’ overall performance including parking occupancy monitoring, safety, and system planning. Our LPR data collection process can assess parking occupancy and turnover down to the block face level. Rather than investing in dedicated data collection methods that are expensive and under representative, we utilize the information that is already available to you.
We can convert existing LPR data and create exportable dashboards using LAZ Business Intelligence (BI) that will reflect up-to-date parking conditions for the target area. We can also provide visualizations of parking occupancy and turnover so you can remain smart and adaptive for important policy decisions. The tool can also monitor parking enforcement efficiency and optimize enforcement resources by identifying locations that would benefit from additional oversight. Mobile LPR provides flexibility to expand analysis out side of paid parking areas in cases of paid parking expansion or in collaboration with other projects on time-limited or permitted blocks. Space inventory is a critical component of the project setup to determine parking occupancy rates. LAZ Parking will u tilize existing inventory information for metered blocks in CSV format. Outlined below are some of the outcomes when we maximize use of LPR by implementing our proven and tested approach. ⚫ Custom data collection routes and route management
⚫ LPR unit evaluation and calibration
⚫ Data collection sweep analysis by day and time
⚫ Average occupancy rate by block, by day of the week, and by time of day ⚫ Average length of stay
⚫ Custom data fields
⚫ Table and graphical data representations
⚫ Data management - API data feeds – we will coordinate with City to receive daily data uploads ⚫ Reporting and Dashboard
⚫ Monitor parking enforcement efficiency
Ambassador Program for Downtown Burbank
LAZ has successfully and seamlessly introduced Ambassador programs in various downtown and central business districts within the communities we serve. For Burbank, our proposed approach will be to dedicate at least one PEO acting as Parking Ambassador throughout downtown and adjacent areas, with dual responsibility; Parking Compliance and Citizen Assistance. Although all PEOs will be required to act as City Ambassadors, we propose the downtown ambassadors to be in a slightly different uniform with a more relaxed and inviting look that is easily identifiable.
This proposed program is to complement any existing ambassador programs that are currently in place. Of course, to avoid any confusion between City ambassadors, distinct uniform ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 48 marked with “Parking Ambassador” could easily accomplish that goal. This dedicated group of PE Os should promote all City sponsored programs and information on downtown businesses, be able to answer any questions about area restaurants and businesses to help create an even more welcoming feel throughout downtown core.
With a community outreach approach and citizen and visitor well-being in mind, these ambassadors shall enforce parking regulations and educate citizens and visitors on available parking options.
LAZ Business Intelligence Dashboard
Maximize the value of your data to make decisions smarter and faster. The LAZ Business Intelligence (BI) tool takes the guesswork out of parking management by turning mountains of disconnected raw data into actionable business insights. Built in-house on the Microsoft Power BI enterprise platform by our Data Analytics Team, LAZ BI collects parking, demographic, sales and weather data and transforms it into actionable business insights.
Optimize occupancy, oversell, labor schedules and rates to maximize prof its.
DYNAMIC DATA VISUALIZATION
This customizable solution provides a single view of the most critical data points that drive a parking business. By creating KPIs, users can monitor locations as a group or as a single entity in real time, and drill -down from high- level to granular views. As a result, strategic, data-driven decisions can be made with regards to how to best manage parking operations and drive revenues to the bottom line.
ADVANCED ANALYTICS
Take data a step further. Predict behavior and forecast demand; combine historical, recent occupancy and enforcement data with third-party factors, like weather and seasonality.
DATA DRIVES DECISIONS
LAZ BI aggregates billions of records from hundreds
of integration points. From every transaction at all
brands of parking revenue equipment to the specific
mix of customer types entering and exiting your
location. It tracks occupancy, compliance and
customer interactions and analyzes the metrics and
performance of how we’re doing on customer
service. It delivers a complete eCommerce and
mobility picture, both direct and from 3rd party
retailers.
The LAZ Business Intelligence dashboard provides unique and custom data visualization to better predict and plan operational strategies. This solution also integrates with PARCS and pay stations, providing visualization of critical data for revenue monitoring, expense management, staffing and pricing.
With LAZ BI, the City of Burbank will receive:
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 49 ⚫ Data at your fingertips, on any device, from a single source ⚫ Predict busiest and slowest times, then adjust pricing and resources as needed ⚫ Make strategic pricing decisions to maximize revenue by location ⚫ Identify frequency of individual users
⚫ Visualize occupancy levels by time to identify potential revenue opportunity ⚫ Enforcement data to identify problem areas and staffing needs ⚫ Unmatched insight into customer concerns and location management
Wayfinding
While the methodology, hardware, and software previously described are proposed for deploying an effective enforcement program, LAZ Parking seeks to become the City of Burbank’s Partner in Parking® and thus, would look to collaborate with the City regarding other potential functional and operational upgrades. One such area of opportunity is the wayfinding system that exists throughout the parking facilities. it is also important for the parking facilities to possess a well-designed wayfinding system for being able to effectively communicate parking policies, but also for enhancing the parker experience. An effective wayfinding package should allow parkers to easily find a parking facility, guide them through the search for parking, inform of parking restrictions, lead them to their destinations and eventually direct them to the most efficient route out of the parking facility. In our cursory review of the parking facilities within the City of Burbank’s portfolio, we had noted some opportunities of possible upgrades in which some or all aspects of the parker journey described above can be improved.
PARKING FACILITY IDENTIFICATION
The RFP had noted several of the
parking structures by name;
however, names do not appear to
have been formally assigned for the
different facilities. As shown on the
map below from the Downtown
Burbank website, not only are the
garage names lacking, but
addresses are also not provided,
which likely results in a challenging
experience as unfamiliar visitors attempt to locate a
Source: Downtown Burbank https://dtnbur.com/parking/
“Since working with LAZ to refine the BI tool, we monitor facility occupancy status to make better informed operational decisions, forecast revenue more accurately through historical data analysis and better understand revenue implications for potential rate change scenarios.”
JORGE GODINEZ, CONTRACTS AND GRANTS OFFICER
CITY OF LONG BEACH, CALIFORNIA
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 50 specific parking facility. Actual names that provide points of reference, such as Orange Grove Garage or Gangi Garage, are commonly used or the naming convention can simply consist of a lettered s ystem, such as Garage A, Garage B, etc.
MONUMENT SIGNS
Along with establishing parking facility names, monument signs posted/mounted at or near the facility entrances are also important to be able to identify the location as a reputable, safe, and monitored, City-managed facility, as well as to simply inform parkers where to enter the garage/surface lot. It is evident that the City already possesses a branding standard with regards to parking monument signs; however, these signs do not consistently exist at all the facilities
The Gangi Garage presents a good example of where the installation of such monument sign would be valuable in helping to identify the garage entrance.
The driveway is in the middle of the project, but blends into the building’s facade and thus, is not as easily identifiable as it could be. In the image below, the addition of color and a blade sign allow the driveway location to capture the attention of drivers in search of parking. The standard blade sign design could also be retrofitted to include the parking facility names to further reinforce arrival at the correct garage.
Preliminary
Wayfinding
Concepts
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 51 INTERIOR WAYFINDING
Whether parking directions are
communicated through an
effective striping layout or signage,
they must be clear, consistent, and
easy for parkers to understand.
Signage must also be carefully
placed in key decision points within
a garage to maximize their
effectiveness and limit driver
indecisiveness, which can lead to
congestion. In addition, signs focused on vehicular wayfinding must factor travel speed of cars versus that of pedestrians and should therefore,
possess larger copy (font) size and
ideally would be white on a dark
background to promote greatest
contrast against the relatively
monochromatic concrete surfaces
behind. With such fundamental wayfinding principles in mind, we had reviewed the wayfinding throughout the parking facilities and had noted that much of the existing wayfinding was dated, lacked consistency and consisted of many signs more suitable for on-street parking operations. LAZ partners with different sign companies that specialize in parking facility signage and in the event wayfinding upgrades are to be considered by the City, LAZ would look forward to the opportunity to assist the City in creating a cohesive look and feel for the City’s parking patrons.
To the right is one example of how the garage entry experience can be revamped to provide a more welcoming aesthetic, while communicating parking policies and regulations.
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | vii. Innovations 52 SURFACE LOT SIGNAGE
The surface parking facilities could also benefit from upgraded signage to enhance the parker arrival experience, which would ideally incorporate the same branding standards created for the garages. For reference, an alternative concept is shown below, which was originally presented regarding the Downtown Burbank Metrolink Station operation.
Virtual Permitting Program
We have assisted and successfully launched various License Plate Based Virtual Permitting Programs at enforcement programs across the U.S. LAZ can assist the City of Burbank move to a fully digital permitting system for residential permit districts and any employee permit program that is currently in place or to be introduced in the future. Moving to a fully License Plate Based Permitting System means that all residential permits, guest passes, and commercial permits will be digitalized. We would look to assist the City in the future to explore such options for their Residential Permit Districts and share best practices and lesso ns learned from our other programs.
Alternative Wayfinding
Concepts
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | ix. Sub-Contractors (if applicable) 56 ix. SUB-CONTRACTORS (IF
APPLICABLE)
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | ix. Sub-Contractors (if applicable) 57 Proposed Sub Contractors
LAZ has carefully selected and formed a teaming agreement with two of the major Subcontractors/suppliers who will be providing Hardware, Software and Support Services for Citation Management and Mobile License Plate Recognition (LPR) solution. Listed below are our preferred partners.
Citation Management Solution
Park Loyalty
Milwaukee, WI 75202
Sriram Somanchi
(P) 414-399-1222
Mobile License Plate Recognition (LPR)
Vigilant Solutions, LLC
Dallas, TX 75202
Bryan Alexander
(P) 925-398-2079
ATTACHMENT 4
Parking Enforcement Services
City of Burbank, California | RFP BPD-2022-001 | x. Required Forms 58 x. REQUIRED FORMS
Include a Sample Agreement Acknowledgement Statement as described in Section 12. i. and a sam ple Certificate of Insurance as described in Section 12.ii. Sign and return Attachment D – COVID-19 Policy and Attestation, Attachment E – Non-Collusion Declaration, and Attachment F – Standard Liquidated Damages.
As requested by the City of Burbank, LAZ Parking has uploaded the following required forms to the online portal. We can provide any additional information upon request. ⚫ SAMPLE AGREEMENT ACKNOWLEDGEMENT STATEMENT – Attachment C ⚫ CERTIFICATE OF INSURANCE – LAZ Parking California, LLC ⚫ ATTACHMENT D – COVID-19 POLICY & ATTESTATION – Completed ⚫ ATTACHMENT E – NON-COLLUSION DECLARATION – Completed
⚫ ATTACHMENT F – STANDARD LIQUIDATED DAMAGES – Completed ATTACHMENT 4