Agenda, second session — Lynwood City Council, November 21, 2023 (part 4 of 5)

7. Conflict of Interest
A. Contractor covenants that it presently has no interest and shall not acquire any interest, direct or indirect, which may be affected by the services to be performed by Contractor under this Agreement, or which would conflict in any manner with the performance of its services hereunder. Contractor further covenants that, in performance of this Agreement, no person having any such interest shall be employed by it. Furthermore, Contractor shall avoid the appearance of having any interest that would conflict in any manner with the performance of its services pursuant to this Agreement.

B. Contractor covenants not to give or receive, or promise to give or receive, any compensation, monetary or otherwise, to or from the ultimate vendor(s) of services to City as a result of the performance of this Agreement, or the services that may be procured by the City as a result of the recommendations made by Contractor.

Contractor’s covenant under this section shall survive the termination to thisAgreement.

8. Termination
City may terminate this Agreement with or without cause upon thirty (30) days’ written notice to Contractor. The effective date of termination shall be upon the date specified in the notice of termination . Contractor agrees that in the event of such termination, City’s obligation to pay Contractor shall be limited to payment only for those services satisfactorily rendered prior to the effective date of termination. Immediately upon receiving written notice of termination, Contractor shall discontinue performing services, preserve the product of the services, and turn over to City the product of the services in accordance with written instruction of City.

9. Personnel
Contractor represents that it has, or will secure at its own expense, all personnel required to perform the services under this Agreement. All of the services required under this Agreement will be performed by Contractor or under its supervision, and all personnel engage in the work shall be qualified to perform such services. Contractor 401
15 reserves the right to determine the assignment of its own employees to the performance of Contractor’s services under this Agreement, but City reserves the right (for good cause) to require Contractor to exclude any employee from performing services on City’s premises.

10. Financial Condition
Prior to entering into this Agreement, Contractor has submitted documentation acceptable to the City Manager or his designee, establishing that it is financially solvent, such that it can reasonably be expected to perform the services required by this Agreement. Within thirty (30) days of the first anniversary of the effective date of this Agreement, and each year thereafter throughout the term of this Agreement, Contractor shall submit such financial information as may be appropriate to establish hot the satisfaction of the City Manager or his designee that Contractor is in at least as sound a financial position as was the case prior entering into this Agreement. Financial information submitted to the City Manager or his designee shall be returned to Contractor after review and shall not be retained by City.

11. Non-Discrimination and Equal Employment Opportunity A. Contractor shall not discriminate as to race, color, creed, religion, sex, marital status, national origin, ancestry, age, physical or mental handicap, medical condition, or sexual orientation, in the performance of its services and duties pursuant to this Agreement, and will comply with all rules and regulations of City relating hereto. Such nondiscrimination shall include but not be limited to the following: employment, upgrading, demotion, transfers, recruitment or recruitment advertising; layoff or terminations; rates of pay or other forms of compensation, and selection for training, including apprenticeship.

B. Contractor will, in all solicitations or advertisements for employees placed by or on behalf of Contractor state either that it is an equal opportunity employer of that all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, marital status, national origin, ancestry, age, physical or mental handicap, medical condition, or sexual orientation.

C. Contractor will cause the foregoing provisions to be inserted in all subcontracts for any work covered by this Agreement except contracts or subcontracts for standard commercial supplies or raw materials.

12. Assignment
Contractor shall not assign or transfer any interest in this Agreement nor the performance of any of Contractor’s obligations hereunder, without the prior written consent of City, and any attempt by Contractor to so assign this Agreement or any rights, duties, or obligations arising hereunder shall be void and of no effect.

13. Performance Evaluation
For an Agreement in effect for twelve months or longer, a written annual administrative performance evaluations shall be required within ninety (90) days of the first anniversary of the effective date of this Agreement, and each year thereafter throughout the term of this Agreement. The work product required by this Agreement shall be 402
16 utilized as the basis for review, and any comments or complaints received by City during the review period either orally or in writing, shall be considered. City shall meet with Contractor prior preparing the written report. If any noncompliance with the Agreement is found, City may direct Contractor to correct the inadequacies, or, in the alternative, may terminate this Agreement as provided herein.

14. Compliance with Laws
Contractor shall keep itself informed of State, Federal and Local laws, ordinances, codes and regulation that in any manner affect those employed by it or in any way affect the performance of its service pursuant to this Agreement. The Contractor shall at all times comply with such laws, ordinances, codes and regulations. Without limiting the generality of the foregoing, if Consultant is an out- of-state corporation or LLC, it must be qualified or registered to do business in the state of California pursuant to sections 2105 and 17451 of California Corporations Cod. The City, its officers and employees shall not be liable at law or in equity occasioned by failure of Contractor to comply with this Section.

15. Licenses
At all times during the term of this Agreement, Contractor shall have in full force and effect all licenses (including a City business license) required of it by law for performance of the services hereunder.

16. Non-Waiver of Terms, Rights and Remedies
Waiver by either party or any one or more of the conditions of performance under this Agreement shall not be a waiver of any other condition of performance under this Agreement. In no event shall the making by City of any payment to Contractor constitute or be construed as a waiver by City of any breach of covenant, or any default which may then exist on the part of Contractor, and the making of any such payment by City shall in no way impair or prejudice any right of remedy available to City with regard to such breach of default.

17. Attorney’s Fees
In the event that either party to this Agreement shall commence any legal or equitable action or proceeding to enforce or interpret the provisions of this Agreement, the prevailing party in such action or proceeding shall be entitled to recover its costs of suit, including reasonable attorney’s fees and costs, including costs of expert witnesses and Contractors.

18. Notices
Any notices, bills, invoices, or reports required by this Agreement shall be deemed received on (a) the day of delivery if delivered by hand during Contractor’s regular business hours; or (b) on the third day business day following deposit in the United States mail, postage prepaid, to the addresses heretofore set forth in the Agreement, or to such other addresses as the Parties may, from time to time , designate in writing pursuant to the provisions of this section.

19. Governing Law
This Agreement shall be interpreted, construed and enforce in accordance with the laws 403
17 of the State of California.

20. Counterparts
This Agreement may be executed in any number of counterparts, each of which shall be deemed to be the original, and all of which together shall constitute one and the same instrument.

21. Severability
If any provision or any part of any provision of this Agreement is found to be invalid or unenforceable, the balance of this Agreement shall remain in full force and effect.

22. Entire Agreement
This Agreement, and any other documents incorporated herein by specific reference, represents the entire and integrated agreement between Contractor and City. This Agreement supersedes all prior oral or written negotiations, representations or agreements. This Agreement may not be amended, nor any provision of breach hereof waived, except in a writing signed by the Parties, which expressly refers to this Agreement. Amendments on behalf of the City will only be valid if signed by the appropriate officer of the City as set forth in subsection 6-3.1 et seq. of the Lynwood Municipal Code and attested by the City Clerk.

23. Authority
The person or persons executing this Agreement on behalf of Contractor warrants and represents that he/she has the authority to execute this Agreement on behalf of the Contractor and has the authority to bind Contractor to the performance of its obligations hereunder.
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PROCESSING AND MANAGEMENT OF PARKING

AND ADMINISTRATIVE CITATIONS AND ONLINE

PARKING PERMIT MANAGEMENT

PROPOSAL
PRESENTED TO:

CITY OF LYNWOOD

DEADLINE:

AUGUST 07, 2023
405

Dear Members of the Selection Panel,

Phoenix Group Information Systems (hereinafter referred to as “Phoenix Group” or “PHX”) is pleased to present this proposal for Processing and Management of Parking and Administrative Citations and Online Parking Permit Management to the City of Lynwood (hereinafter referred to as “CITY”). Our firm is delighted to offer our services and systems which are the most robust and customer friendly in the industry. Our technology is the most innovative, current, and secure in the industry and our fees are the most competitive in the industry. Phoenix Group will provide to the CITY a complete solution for parking citation processing, parking permit services, delinquent collections, and customer service needs. A complete solution that is available 24/7.

Overview: As the CITY’s parking citation, administrative citation, and parking permit processing and collections provider for the last 10 years, Phoenix Group is uniquely well -positioned to deliver a solution that meets and exceeds the CITY’s specifications. With procedures, protocols, system interfaces , and technical infrastructure already in place, we can continue to provide specialized citation processing for parking and administrative citations, fireworks citations , and collections. Phoenix Group will provide to the CITY a complete solution; available 24/7. With over 250 Clients and over 34 years of experience in the industry, we guarantee that we will outperform all the other vendors by providing focused citation processing and collection services that are eff ective and efficient. All our customer service staff is experienced and highly responsive. All members are bilingual and are experts regarding California Vehicle Code and the CITY’s current municipal codes and ordinances. Selecting Phoenix Group will resul t in a seamless processing experience. Phoenix Group has maintained the original fee structure offered to the CITY since 2013 with no price increases.

Solution: Our processing and collections system and techniques are consistently being refined to better assist our client needs. Our goal is to be an extension of the CITY’s customer service agents, while also generating the maximum amount of revenue recovery for the CITY. With our main goal of helping our clients improve their programs and maximizing collec tion revenues earlier in the debt flow lifecycle, we are mindful of the importance of every interaction with the public. Every interaction is an opportunity to gather information, build trust, and support a customer in their efforts to comply with CITY policy.

We have combined our working knowledge of the CITY’s existing systems and an understanding of the desired future upgrades. During the course of the contract, we propose implementing a number of enhancements. Our systems are already configured to me et the CITY’s needs.

Phoenix Group offers a reliable system with rich functionality, relevant expertise, and experience implementing and operating similar processing and collections programs with the resources to meet current and future needs.

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

(714) 460-7200
[email protected]

Federal Tax ID: 330311833

406

Our proprietary software solutions, including our WINCITE ™ database, are proven, fully comprehensive, state-of-the-art web-based applications that allow full access to all citation and permit data, communications with citizens, online payments, and reports, as well interfaces with the Department of Motor Vehicles, the Franchise Tax Board, and Collections. WINCITE Mobile Pro™ is our ticket issuing software and hardware solution, providing real-time access of citations and photos for your CITY and the public.

Keys to Success:

• The clean presentation and ease of customer-based webpages. • Well-structured phone service & support systems.
• Dedicated bilingual customer service.
• Availability of several flexible hand-held ticket device options with integrated license plate recognition features.
• Excellent citation processing and revenue collection. • A strong technology culture promoting flexibility & best practices. • A high collection rate and revenue cost recovery structure for the City of Lynwood. • Outstanding references.

Phoenix Group offers a superior level of custome r service and support. In our corporate headquarters, located in Santa Ana, California, we offer in -house bilingual customer service representatives that will ensure a dignified and respectful treatment of the CITY’s patrons.

As President and Officer of Phoenix Group Information Systems, I have full authority to negotiate a contract with the CITY under the terms and conditions prescribed by this Request for Proposal.

Claire Murphy, the Executive Vice President for Phoenix Group, will be the Project Manager for the City of Lynwood. She may be reached by phone at (714) 460 -7200 or by email at [email protected]. She will be your primary point of contact. All information, fees, and services in our proposal are valid for a period of 90 days. We confirm that we meet and exceed the minimum contract and insurance requirements. Our f irm is able to execute the agreement as drafted by the City of Lynwood. We acknowledge that Phoenix Group is obligated by all addenda to this Request for Proposals and all information contained herein is true and correct.

Sincerely,

Robert T. Murphy
President
2677 N. Main Street, Suite 440
Santa Ana, CA 92705

(714) 460-7200
[email protected]

Federal Tax ID: 330311833

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705
Prepared for the City of Lynwood
RFP# 2023-1
Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 1 of 77

TABLE OF CONTENTS
QUALIFICATIONS OF THE FIRM ................................................................................................ 3 Experience ............................................................................................................................................. 4 Services Offered ................................................................................................................................................. 5 Contracts Awarded in the Preceding Four Years ............................................................................................... 6 ASSIGNED REPRESENTATIVES ................................................................................................ 7 WORK APPROACH ...................................................................................................................... 8 Parking and Administrative Citation Processing ............................................................................ 10 Handwritten Citations ....................................................................................................................................... 10 Data Entry from Handwritten Citations ............................................................................................................. 10 Mobile Administrative Citation Solutions .......................................................................................................... 10 Mobile Parking Enforcement Solutions ............................................................................................................ 12 Handheld Citation Writing Equipment .............................................................................................................. 13 Handheld Citation Printing Equipment ............................................................................................................. 13 Wincite Mobile Pro Citation Software ............................................................................................................... 14 Electronic Citations ........................................................................................................................................... 14 Electronic Citation Paper .................................................................................................................................. 15 Electronic Citation Photo Capabilities .............................................................................................................. 15 Handheld License Plate Recognition Technology ........................................................................................... 17 Remote Access ................................................................................................................................................ 18 Custom Letters & Renewal Letters................................................................................................................... 20 Disposition of Citations ..................................................................................................................................... 20 Customer Service ............................................................................................................................................. 21 City Support ...................................................................................................................................................... 21 Customer Care Call Center .............................................................................................................................. 22 IVR System ....................................................................................................................................................... 22 Telephone System............................................................................................................................................ 23 Phone Notes & Recordings .............................................................................................................................. 23 AB503 Compliance ........................................................................................................................................... 24 Accessibility Compliance .................................................................................................................................. 25 Website Language Translation......................................................................................................................... 26 DMV Interface for RO Information and Holds ................................................................................. 27 Registered Owner Name Retrieval................................................................................................................... 27 Out-of-State Registered Owner Retrieval from State DMV.............................................................................. 27 408

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

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RFP# 2023-1

California DMV Registration Holds & Releases ............................................................................................... 27 Adjudication Services ......................................................................................................................... 28 Online Contesting Citation Tracking: Paperless Appeals ................................................................................ 28 Administrative Adjunction Processing .............................................................................................................. 34 Online Hearings ................................................................................................................................................ 34 Revenue Collection Services ............................................................................................................. 42 Revenue Collection Management .................................................................................................................... 42 Third Party Collections for Out-of-State ........................................................................................................... 42 Notice of Violation & Correspondence Processing .......................................................................................... 42 Franchise Tax Board Processing ..................................................................................................................... 46 Accounting ........................................................................................................................................... 48 Payment and Deposit Processing .................................................................................................................... 48 Citation Reconciliation ...................................................................................................................................... 49 Data Management, Reporting, And Statistics .................................................................................. 50 Reporting .......................................................................................................................................................... 50 Customized Reporting ...................................................................................................................................... 51 PARKING PERMIT MANAGEMENT .......................................................................................... 53 Parking Permit System Features & Capabilities ............................................................................. 53 Digital Parking Permits ....................................................................................................................... 58 Existing Online Permit System .......................................................................................................... 60 TRANSITION PLAN .................................................................................................................... 65 Detailed Implementation..................................................................................................................... 65 Training Plan .................................................................................................................................................... 67 Technical Integrations ...................................................................................................................................... 68 DATABASE BACK-UP AND OFF-SITE SECURITY ................................................................. 69 System Design, Security, & Uptime ................................................................................................................. 69 APPENDIX A – PERSONNEL RESUMES ................................................................................. 72 APPENDIX B – FEE PROPOSAL .............................................................................................. 74 APPENDIX C – ALL SERVICES OFFERED .............................................................................. 75

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

QUALIFICATIONS OF THE FIRM

Phoenix Group offers the CITY a package program that satisfies all the needs of the City of Lynwood.

For over 34 years, Phoenix Group has been partnering with California agencies to create and manage best-practice citation processing, permit management, an d collections solutions for over 250 agencies and public entities throughout the State, all while maintaining complete transparency to all parties involved.

Phoenix Group’s headquarters are based in Santa Ana, California. The dedicated bilingual team of 26 employees at Phoenix Group takes pride in providing all services daily. Our senior management team has extensive industry experience, and our customer service representatives are all fully trained and experienced in assisting the public. All our staff ar e bilingual English and Spanish speakers and have over 100 years of combined experience in this sector.

When considering a vendor, we STRONGLY suggest the CITY experience the level of customer service firsthand. We encourage the CITY to verify our level of customer service by calling our references. We GUARANTEE that our standards will surpass all our competitors.

Phoenix Group is a C -Corporation and has been incorporated in the State of California since 1988. We are a certified DBE firm.

Our firm is fiscally conservative and remains in a sound financial condition. There are no outstanding claims, planned closures, or mergers. All hardware and software are 100% owned and
maintained by Phoenix Group. Our software system is maintained in a secure and copywr itten environment. No systems are outsourced. Phoenix Group has never defaulted or failed to perform. All contracts have been successfully executed to term.

Phoenix Group’s interface is highly intuitive and ranked higher amongst agencies in California for its ease of use. Our services include online parking permit management services, parking and administration citation processing services, administration, and adjunction services. We also provide mobile software and handheld citation issuance equipment to assist our clients with their need for efficient enforcement. We assist our clients in ensuring permits are processed in real time, service needs are met, and revenues are successfully delivered and available for use. Our clients have found that by using the services provided by Phoenix Group, revenues have dramatically increased.

Phoenix Group has the system, personnel, and financial resources necessary to fully execute the requirements of the Request for Proposal (RFP). We are pleased and proud to provide this proposal for our services – we are the industry leaders in technology and services and provide the lowest costs to our customers while maintaining the highest standard of customer service. We are confident that our proposed services will greatly enhance and facilitate the enforcement effort put forth by your CITY.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

EXPERIENCE
Phoenix Group is well acquainted with the CITY and has many clients in the surrounding area.

Additionally, our vast experience in providing parking citation processing service s to California clients far exceeds those of any other vendor in the industry, providing added benefits to the CITY in terms of data and knowledge sharing.

Based on our understanding of your requirements, our program will provide the CITY with a comprehensive parking and administrative citation processing services designed to optimize customer service, improve program compliance, and maximize program collection rates through the use of the latest enforcement and customer self-service technology. We believe that a core benefit of this system stems from the integration of its component parts into a related solution that fits the CITY’s current requirements and is flexible to accommodate the CITY’s ongoing needs with growth and expansion.

KNOWLEDGE. Phoenix Group has assisted with developed policy, processes, procedures, programs, and methodologies necessary for the successful execution of projects and smooth operations in all areas for over 250 clients in California . We have analyzed cities’ special challenges and strategized appropriate solutions. We provide professional services – not just software and hardware. Our focus is on RESULTS. By providing our clients with cost -effective solutions, we have earned our reputation in the industry.

GOING FORWARD. For more than three decades, Phoenix Group has provided its clients with an innovative, modern solution. With our record of excellent performance, we offer peace of mind in knowing you are working with a reliable partner who will be there for year s to come. We are committed to a lasting and successful ongoing partnership, as we will bring our extensive experience, knowledge, and capability to the CITY.

ORGANIZATIONAL ALLIANCES:

• California Department of Motor
Vehicles
• California Association of Code
Enforcement Officers
• LexisNexis
• National Law Enforcement
Telecommunications
• California Mobility and Parking
Association
• Genetec, Inc. Solutions
• Collection Bureau of America
• Genetec AutoVu License Plate
Recognition
• VenTek International
• Route 1, Inc.
• Elavon
• SOMA Global
• Sun Ridge Systems
• Vigilant Solutions

For over 34 years, Phoenix Group has been partnering with California agencies to create and manage best-practice citation processing, permit management, and collections solutions for over 250 agencies and public entities throughout the State, all while maintaining complete 411

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

transparency to all parties involved. Phoenix Group’s team of professionals has over 100 years of combined experience in the industry, comm itted of providing the CITY the most up -to-date handheld technology, including free software upgrades, greatly improved customer access, and unmatched service options.

SERVICES OFFERED
Phoenix Group offers all services expected with parking citation proc essing, delinquent collections, and parking permit service, including:

• Daily Courier Service
• Online Citation Information Portal
• Payment Processing and Collection
• Bilingual IVR System
• Bilingual Customer Service
• Customized toll-free phone number for CITY
• Real-time DMV R/O retrieval, nationwide
• Real-time DMV Holds & Releases
• Secure Online Credit Card Payment
Processing: PAYMYCITE.com
• CA & Out-of-State Collection Processing
• Adjudication Services / Online Paperless
Appeals
• Reports / Custom Reports / Street Sweeping
• Payment Plan Setup (AB503 Compliant)
• Delinquent Collection Services
• Franchise Tax Board Collection
• Cross-compatible Interface Across All
Operating Systems & Devices
• Adjudication and Disposition Management
• Notice and Letter Processing
• Real-time Access to Citation Status and
Transaction History
• Highly Secure PCI-compliant Application
• Monthly Bank Management Fees: Includes
Daily Deposits, Monthly Reconciliation, and
Monthly Check to CITY for Balance of Funds
• Handheld Mobile Citation Writing Device
• Make Miss-Match Report
• Independent Hearing Officer Services
• Data Entry of payments and citations
• Electronic scanning and storage of all mail
received
• Administrative Citation issuance software
Phoenix Group is capable of providing strong customer service to both the CITY and its citizens, including processing the number of citations issued by the CITY. The dedicated multilingual team of 25 employees at Phoenix Group takes pride in p roviding all services daily. Our senior management team has extensive industry experience, and our customer service representatives are all fully trained and experienced in assisting the public. We offer 100 years combined experience in this sector. In addition to the below mentioned individuals, Phoenix Group makes available to the CITY an Operations Team with designated supervisors for both customer service and data entry requirements, as well as an adjudication department for all reviews and hearings.

Additional personnel may be assigned as needed.

Our ongoing commitment to client service include s specific “dedicated to the CITY” Phoenix Group team members who respond to the CITY’s inquiries and service requests in less than one hour. Phoenix Groups Help Desk and Online Chat assures immediate response, as well. These individuals will be available during normal business hours, Monday through Friday. 412

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

CONTRACTS AWARDED IN THE PRECEDING FOUR YEARS
Phoenix Group has proudly been awarded several contracts with different cities and agencies within the preceding four years, all of whom have required and received detailed and specialized integrations:

CITY / AGENCY YEAR SERVICES
City of El Segundo 2022 Parking Citation Processing, Collections, and Handheld Ticketing
City of Oxnard 2022 Parking and Administrative Citation Processing, Collections, and False Alarm Management
Ventura County Community College
District 2022 Parking Citation Processing, Collections, and Online Parking Permit Management
City of Maywood 2021 Parking and Administrative Citation Processing, Collections and Permit Management
City of Coronado 2021 Parking Processing and Citations
City of Arcadia 2021 Parking and Administrative Citation Processing, Collections and Permit Management
San Bernardino County 2021 Parking Citation Processing and Collections City of Ontario 2021 Parking and Administrative Citation Processing, Collections, and False Alarm Management
City of Palmdale 2021 Parking and Administrative Citation Processing and Collections
City of Loma Linda 2021 Online Parking Permit Management Palomar College 2021 Online Parking Permit Management
Victor Valley College 2021 Parking Citation Processing, Collections, and Online Parking Permit Management
Pasadena City College 2021 Online Parking Permit Management City of San Dimas 2020 Parking and Administrative Citation Processing, Collections and Permit Management
City of San Gabriel 2020 Parking and Administrative Citation Processing, Collections and Permit Management
Santa Barbara County 2020 Parking Citation Processing and Collections City of Gardena 2019 Parking and Administrative Citation Processing and Collections
City of Buena Park 2019 Parking and Administrative Citation Processing and Collections
City of Signal Hill 2019 Parking Citation Processing and Collections City of Lynwood 2018 Parking and Administrative Citation Processing, Collections and Permit Management

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

ASSIGNED REPRESENTATIVES

Phoenix Group has assigned Robert Murphy as the responsible representative to administer the contract and to assist in obtaining information. Claire Murphy has been assigned as the responsible service provider’s manager and will remain in charge of Phoenix Group’s duties from the notice-to-proceed through completion.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

WORK APPROACH

It will be Phoenix Group’s responsibility to provide, install, and operate the Professional Services Citation Management Services Program based on a “Citation Management Solution” system (hereinafter referred to as the WINCITE system) and all other necessary equipment and services on a “software as a service” basis. Phoenix Group shall accurately convert all perti nent data downloaded from the CITY’s current processors databases to populate the WINCITE system.

Effective interfaces shall ensure that all parties share and benefit from the most current and accurate information.

Phoenix Group uses a “client as partner” philosophy in implementing a customized parking management system for your agency. We do not use a “one -size-fits-all” or “cookie-cutter” approach. Our methodology begins with providing the agency with a specific team experienced in technical service, customer service, and accounting/contract compliance, led by a dedicated, primary account manager.

• Phoenix Group has toll-free numbers for both technical support and client/customer service support. We have a Help Desk line, so our clients can reach us immediately and all their concerns can be addressed.
• Phoenix Group has a Live Chat in real-time, accessible to the CITY through WINCITE. • Phoenix Group has a technical team of experienced experts; one of whom is dedicated solely to handheld programming, implementation, training, and field support. • Phoenix Group’s web-based support is very popular with our clients. It is conducted via Zoom® and Microsoft Teams™. All sessions can be recorded for future reference. • Telephone and email technical support and troubleshooting assistance is available 24/7 for all hardware and software used by the CITY.
• Phoenix Group prides itself on response times of less than one hour for telephone and email support. Phoenix Group does maintain backup equipment that may be immediately sent via FedEx to the CITY, if necessary.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

• Phoenix Group will provide free training for both handheld use and use of our parking management system, WINCITE.

Our proprietary parking citation processing program, WINCITE, is a web-based application that allows full access to all citation data, communications with citizens, payments, and reports, as well as DMV, FTB, and collections interface via secure web browser available 24/7. Remote access is provided to the CITY a t no additional cost. The basic service includes database maintenance, daily systems backups, a toll -free phone number for the public, our Interactive Voice Response (IVR) System with customized recorded information and citation search capability, PAYMYCIT E.com web -based Inquiry and Payment System for the public with customized content, customer service, client support, and training.

The processing timelines are directed by the CITY. The following is provided as a guideline to reflect what to expect from a normal schedule or routine. The majority of all the scheduled events are custom for each agency. Phoenix Group welcomes any change in these timelines, which will enhance collection and streamline the process for the CITY.

1. Handwritten Citation Data Entry: All handwritten parking and administrative citations are entered and online within 24-48 hours of receipt. All electronic citation data from handheld ticket writers is updated immediately upon issuance via Wi-Fi or when uploaded via hard sync.

WINCITE is programmed to not accept duplicate citation numbers. WINCITE will automatically append an alpha character to the end of the citation number, creating a unique number. All other citation data is captured under this unique number.

2. Registered Owner Information: The Department of Motor Vehicles is contacted for owner information on an hourly or minimally daily basis.

3. Notice of Delinquent Parking Violation: Delinquent notices are mailed daily. The delinquent notices are generated at 5:00 P.M. each evening and then prepared and mailed the following day.

4. Citation Payment and Disposition Updating: All payments and dispositions will be entered within 24-48 hours of receipt. All information will be immediately available upon entry.

5. DMV Registration Holds and Releases: DMV holds and releases are completed daily.

6. System Reports: Phoenix Group will supply the CITY with all reports required by the CITY within 7 days of the closing of each month.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

PARKING AND ADMINISTRATIVE CITATION PROCESSING

HANDWRITTEN CITATIONS
Phoenix Group provides a complete solution for handwritten parking and administrative citations, which may be fully customizable to meet the CITY’s needs. Handwritten citations can be carbon- copied for duplicates for the offender, the officer, the CITY department, courts, and Phoenix Group. Our handwritten citations can come complete with ready -to-mail envelopes for easy collection of fines.

DATA ENTRY FROM HANDWRITTEN CITATIONS
All data entry is performed on site; no citation or payment data is provided to any third party for data entry. Phoenix Group procedures have been established to control and manage citation processing received at our headquarters. All hard copy citations received by Phoenix Group are processed daily by our staff. Manual citations are verified that they are received, batched, and recorded into the database within 24 -48 hours. The d atabase system , WINCITE, gives edit capabilities to correcting dates, duplicate citations, violation codes, and fine amounts. Phoenix Groups’ system for filing and storing citations is easily retrievable for a minimum of five years.

MOBILE ADMINISTRATIVE CITATION SOLUTIONS
Phoenix Group has over 20 years of experience in directly providing and supporting handheld enforcement devices and services for our clients. Phoenix Group will provide for automated import of electronic citations into WINCITE in real-time. The solution includes mobile devices for ticket issuance. The citation is capable of being printed on a ruggedized mobile printer. Data download with real -time online access for public safety enforcement officers. Citation data, including photos, are sent immediately upo n issuance via a cellular network or Wi -Fi to our processing system, WINCITE. The citation information, including photos, will be available in real- time on the CITY’s public -facing website for citizens to make payments or contest citations.

Alternatively, data can also be synched at a later date for upload.

The WINCITE Administrative Citation Enforcement (ACE ™) solution provides state of the art functionality in the form of a two-piece system with a paired smartphone and mobile printer. The Android® based application runs on a rugged, water -resistant smartphone with 4G technology.

Data plans are available through all major carriers, as well as Wi-Fi, to provide the best coverage for the CITY.

Phoenix Group provides full services to process and track admini strative citations and perform services related to the collection of current and past -due citations. Administrative citations may be issued by Beach Patrol Officers, Lifeguards, Animal Service Officers, Community Service Officers, Police Officers, Code Enf orcement Officers, Park Rangers, Tax Collectors, Environmental Services Specialists, and even Fire Department Code Enforcement Officers.

The WINCITE ACE and WINCITE Mobile Pro applications can both be loaded onto the same device, removing the need to carry two separate devices!

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

Adoption and implementation of Phoenix Group’s Administrative Citation Enforcement solution is within the power and authority of the CITY and will achieve the following goals:

• Help ensure compliance with State codes, city ordinances, and other regulations in a timely and efficient manner.
• Provide an administrative process to appeal the imposition of administrative citations, fines, penalties, and costs that will fully comport with due process and provide those alleged to be in violation of the code with the right to a fair hearing without the need for legal counsel.
• Provide a method to hold parties responsible when they fail or refuse to comply with the provisions of the code, ordinances, regulations, agreements, or terms and conditions on entitlements in the CITY.
• Reduce the burden on the judicial system and minimize the time and expense of defending the alleged violation on the part of the responsible person.

Key Features of the WINCITE ACE Application:

• Wi-Fi / Wireless and Cellular Connectivity
• Loadable onto same devices used for
parking enforcement
• Electronic ticket sign-offs from the mobile
device.
• Real-time syncing and connectivity,
allowing for timely access of citation
information by public, PHX and CITY.
• Lightweight and portable, but rugged to
withstand weather and heavy-duty use.
• High-resolution color photos perfect for
scanning driver’s licenses and I.D. cards
and uploading digital evidence.
• Drop-down menus for violation codes and
sections.
• Comprehensive search by street address,
name, or citation number.
• Keeps track of paid and pending citations
with detailed payment history.
• Android® operating system.
• Text-to-Speech support.
• 4G LTE™ connectivity – full-time, on-air
connection.
• Fast automated real-time citation, photo,
and data syncing.
• Integrated thermal printer.
• GPS capability.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

MOBILE PARKING ENFORCEMENT SOLUTIONS
The WINCITE Mobile Pro ™ enforcement system solutions provides both state -of-the art functionality in the form of a one -piece handheld and printer solution. The systems are flexible, powerful, elegant, and easy to use. Our mobile devices have Live Software Support to each device - our infrastructure is set up to allow us to interact remotely with each individual device. This is used for training and troubleshooting, even while in the field. Live, Always Connected Devices - Citation data is transferred to and from all handheld units to our server in real -time. The CITY and our call center will have immediate access to photos, maps, and citation information. No workstation computer is needed to sync or upload data. Public access through PAYMYCITE.com – Citations are available to the public immediately to pay or contest.

Software upgrades with no user intervention – Software upgrades are done remotely to each individual unit by our support staff.

Key Features of the WINCITE Mobile Pro Application:

• All features included in the WINCITE ACE
application, plus:
• Wi-Fi / Wireless and Cellular Connectivity
• Loadable onto same devices used for
administrative citations.
• High-resolution color photos, digital chalking,
and heat-mapping.
• License Plate Recognition integration.
• Color camera.
• Rechargeable / Hot-Swappable battery.
• Real-time permit lookup
• Auto-populate key fields: license plate, make,
model, and color.
• Repeat Offender Tracking

• Real-time electronic tire chalking, synced
across all devices in the field.
• GPS coordinate tracking of issued tickets and
enforcement officer routes.
• Scofflaw and customized notifications.
• Third-party integration with Pay Stations,
LPR systems, and Pay-by-Phone systems.
• Live remote software support
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

HANDHELD CITATION WRITING EQUIPMENT
Phoenix Group uses mobile devices with the Android operating system for handheld citation writing.

These devices pair well with a separate thermal printer for citation printing.

HANDHELD CITATION PRINTING EQUIPMENT
Phoenix Group recommends TSC® ALPHA-3R Portable Bluetooth Printers for citation printing:

• An advanced processor and improved memory ensure a
smooth operation every time.
• 5.45” (9:18), 500nits, 1440x720 (HD+) Display.
• Bigger display but keeps the same holding size.
• Supports dual applications ran at the same time in one screen (5.0” 16:9 display vs 5.45”18:9 display).
• 6-inch rugged Android terminal with a screen-to- body ratio of over 80%.
• Advanced barcode engine to support DPM (optional),
multi-reading, picklist, & OCR function.
• Rugged, multi-touch capacitive touch panel, optically bonded for extra IP Rating: durability and better sunlight visibility.
• Operation with wet resistance and gloves.
• WWAN: 4G LTE (CAT4), increase 1.8M.
• 2 bands (B17 & B28) with dual SIM slots ➤ WLAN:IEEE
802.11 a/b/g/n/ac/d/h/i/k/r/v, fast roaming, MIMO(2x2)
• Battery with cover in one piece design.
• 3.8V 4000mAh(TYP) or 3.8V 6000mAh (TYP)
• Drop protection 1.8M with bumper, 1.5M w/o bumper
• IP rating: IP67
• Rugged palm-size design: lightweight and portable.
• IP54-rated protective case to resist dust and water.
• Plastic design with rubber over-mold construction that withstands

1.5-m (5-ft) drop.
• Wired & wireless communication interfaces: USB 2.0 - RS-232- Bluetooth and 802.11 b/g/n.
• High-capacity 2500mAh rechargeable Li-ion batteries
• Large paper capacity to reduce the frequency of changing paper roll.
• High-speed processor and extensive memory for fast print speeds of up to 102 mm (4-in) per second
• Lasts more than 12 hours of printing receipts on a single battery charge
• Supports TSPL-EZ (EPL and ZPL emulations) or CPCL
emulation.
• 2-year warranty included free of charge.
• Environmental all-weather protective case. Complete with versatile mounting options: belt system and cross-body strap included.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

WINCITE MOBILE PRO CITATION SOFTWARE
The WINCITE Mobile Pro software was established to specifically work with WINCITE.net to provide quick and automated updating. The software for the handheld technology was designed to be menu - driven to help the ease of operation. In the event the officer is unfamiliar with the options, he or she may scroll through the choices prior to making a decision. Prior to the officer issuing a citation, there is a setup verification to include the time, date, name, badge number, and default state abbreviation.

ELECTRONIC CITATIONS
Phoenix Group has over 30 years of experience in directly providing and supporting handheld enforcement devices and services for our clients. Phoenix Group will provide for automated import of electronic citations into WINCITE. Android handheld ticket writing data is sent immediately upon issuance via Wi-Fi to our processing system, WINCITE. Data can also be held for syncing at a later date or time.

Phoenix Group will maintain and update scofflaw files ( i.e., a “hot sheet”) daily. Current a nd historical vehicle information that expedites the towing and booting process or notification to officers of vehicles having five or more unpaid citations will be maintained. This is available in report format, as well as in real-time for immediate viewing on handheld devices.

Sample printed custom parking citation.

The back of the printed parking citation
includes a customized QR code, which
allows citizens the ability to scan and
access PAYMYCITE.com quickly and
easily for payment or contest options.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

ELECTRONIC CITATION PAPER
Phoenix Group uses industry-leading products for durable and weather resistant parking citation paper.

The citation paper will meet or exceed the specifications and requirements of the CITY. With custom printing capabilities, we can custom print your citations or ticketing materials with up to ten colors.

Citations can be pre -printed to include identifying marks or wording, such as the CITY logo, seal, and payment directions, or they can incorporate sequentia l numbering and security features. The CITY will be confident that citations will resist discoloration and fading even when placed in direct sunlight and on the hot dashboard of a car.

ELECTRONIC CITATION PHOTO CAPABILITIES
All ticket writers are equippe d with high-resolution cameras and our software will automatically attach photographs to the citation record upon syncing. The photographs are uploaded to the citation management database and easily retrievable and printed from any desktop (internet required). Photographs are electronically stamped with location, date, and time information.

Additionally, an image of the original printed citation will also upload to WINCITE.

REAL-TIME PERMIT LOOKUP. Permit information from the CITY can be integrated into the system and used during issuance for lookups and validation. The information from the permit data itself can be used to pre -populate fields including vehicle license plate, make, mod el, and color, should a citation need to be issued.

WINCITE user interface showing citation images preview. 422

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

REAL-TIME DATA SHARING. All units can share citation data information between themselves, even if issued within minutes by another handheld. This is essential for agencies who have multiple enforcers working in the same area.

EZ TICKET & STREET SWEEPING PROGRAM. The EZ Ticket Program was designed to add speed in the issuance of the citation. The similar fields are pre -entered to avoid additional selections by the officer. Through this type of programming, the citation can be input and printed in less than 25 seconds. This will allow the officer enforce parking and leave the location quicker.

A street sweeping enforcement detail is an excellent example of how this program can assist the officer with repeat fields, using the same street and enforcing the same violation.

SCOFFLAW FILE IMPORT / EXPORT AND VIP ALERTS. The scofflaw and other types of notifications/lists are uploaded in real -time into the handhelds. The license number is checked against a table list to see if the vehicle has any special circumstances, such as tow or boot, do not cite, previously cited that same day, or previously warned. Units are capable of storing and displaying information, including a listing of habitual offenders, previously warned plates, and additional license plates with information pertaining to them.

DIGITAL CHALKING. The Tire Marking Program was designed to include a time limit marking feature that will automatically record marked time once the officer inp uts a license number and location. The locations and license plates can be easily selected from a searchable list that will show the elapsed time. This feature will provide the ability to track vehicle movement. The software allows tracking of vehicles by time, zone, location, or photograph.

Chalk alerts and maps show expired vehicles and locations. The application will also allow the user to set the program to 'remember' previously selected locations in order to save time and effort. Marked times, elapsed times, and locations will automatically print if the officer elects to issue a citation.

DIGITAL CHALKING WITH LPR. Rather than physically chalking each tire, LPR completes this process digitally, coining the term “digital tire chalking.” LPR also makes the enforcement process contactless, which is extremely fitting given the current environment. LPR technology allows enforcement officers to track and monitor vehicles from their handheld or mobile device.

Officers simply scan the license plate, which then logs the vehicle into a database for future reference. If the same license plate is scanned more than once beyond the time limit, the officer will then be prompted to issue a violation to the offender.

WARNINGS. An enforcement officer can issue warnings and tickets for different violations at the same time, resulting in more efficient enforcement.

SPEED. The citation writing process is much faster using our mobile app than writing by hand.

The ability to quickly select items from lists (e.g., vehicles, colors, violation codes, courts, streets, etc.), along with barcode reading of drivers licenses, registration cards, and vehicle VINs abbreviates the process substantially.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

FIELD-LEVEL VALIDATION. Many boxes (such as dates, times, violation codes, and oth er items) are checked for validity as the items are entered and are validated for accuracy and completeness before printing a citation.

BARCODE READING. Drives licenses, vehicles, and many registration documents have barcoded information. The device came ra or barcode reader is used to read the barcodes and the electronic citation application translates that information into the appropriate sections. This increases speed and accuracy for entering violator and vehicle information.

OFFICER NOTES. Pre-formatted notes are set up with checkboxes and lists for common note items like location, lanes, conditions, and violator behavior, among others. Sections for violator statements and officer freeform notes with speech -to-text provide eve rything needed to document the event.

WIRELESS SYNCHRONIZATION. The mobile application uses a wireless ‘sync’ to transfer citations to the online system (and backend database). Devices can use Wi -Fi or SIM cards for syncing. On sync, the device configuration items are updated, cites are moved to the back end, ticket books are refreshed, and a check is made for any new program updates. Syncing is accomplished in just a few seconds. The citations are immediately available in the system for the public or CITY to view.

ELECTRONIC EXPORTS AND UPLOADS TO OTHER SYSTEM. Phoenix Group provides applications for exporting citations in a variety of formats to external systems, including courts, records management systems, document imaging, and analytics systems.

HANDHELD LICENSE PLATE RECOGNITION TECHNOLOGY
Phoenix Group’s license plate recognition (LPR) technology automates enforcement, lot utilization, and citation issuance. LPR is integrated into our mobile enforcement application, WINCITE Mobile Pro, which uses the device’s camera to read license plates in order to increase efficiency in enforcement. With a direct connection to Phoenix Groups’ database, the camera automatically captures vehicles in violation based upon your custom rules and locations. There is no need to manually type in vehicle license plate, make, or color. Enforcement simply snaps a photograph, verifies the image, and the information is filled into the citation.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

REMOTE ACCESS
Remote access is available using only the internet and our WINCITE program to obtain full real- time information. Online inquiry is provided to the CITY via a webpage using a secure logon procedure. Each operator is set up in our system with a uniqu e password for security and tracking purposes. Individual user authentication (user I D and password) with various degrees of security is in place and can be changed as necessary.

Real-time access to all citation information including
registered owner information, payment information, and
administrative adjudication correspondence history,
citation, and adjudication images.

Data entry and status screens are easy to follow and
use. Onscreen help is available. Phoenix Group will
provide immediate technic al support during normal
business hours for any communication or logon
problems, as well as any issues regarding uploading,
downloading, and transferring of files. WINCITE will
allow for a CITY staff member to be an “ administrator” that can change user acc ess rights for other CITY staff members.

WINCITE.com user login screen.

WINCITE.com database citation information webpage.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

• PHX’s online inquiry system allows access to the data management system by designated CITY employees.
• The online inquiry system must provide real time access to all hearing information including citizen information, payment information, and administrative adjudication history.

Access to the data is accessible by citation number, vehicle license plate number or VIN, or the registered owner name, and can provide:

• All citation information.
• Status of the citation, including due date(s).
• DMV inquiry date, hold, and release information and dates. • Delinquent notice information, registered owner, due date, mailing date, and make of vehicle as provided by DMV.
• Administrative review, hearing court appeals and dispositions information, • Payment information includes all dates and amounts, type of payment (cash, credit card, check, DMV, FTB).
• Credit card information: last four digits of credit card, contact information, and expiration date of credit card.
• Registered owner information, including the VIN and any additional names if previously owned and cited.

The CITY will have the ability to enter remotely:

• Voids with reason codes and notes/comments capability. • Dismissals with reason codes and notes/comments capability. • Letter data and ability to add custom notes or edit.
• Extensions with extension date and notes capability.
• Promissory notes with extension dates and notes capability. • Review and hearing updates, including notes or comments. • Review and hearing dispositions, including notes or comments. • Citation data corrections.
• Phone notes (to be shared with the CITY and PHX).
• License plate corrections.
• Payments, including partial payments, non-sufficient funds, and refunds. 426

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

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RFP# 2023-1

• Violation changes.
• View and reproduce a printed delinquent notice.
• View and reproduce a printed letter (if generated by PHX). • Search all citations using the citation number, vehicle l icense plate or VIN, registered owner, and a Disabled Person Placard permit number (if applicable).

CUSTOM LETTERS & RENEWAL LETTERS
Custom letters may be generated for the CITY for various reasons. This may be added as an option and implemented or discontinued at any time. Our letters can be customized to fit the particular needs of the CITY. Such letters would be generated from WINCITE.

Example special letters for the CITY could be:

• Review Result Letters.
• Hearing Scheduling.
• Hearing Result Letters.
• Habitual Offender Warnings.
• Citations Cleared Without Bail / Penalty by the DMV.
• Drive Away Letters.
• Warning of a DMV Hold Pending (Custom).
• Bank Returned Checks and Credit Card Rejections.

DISPOSITION OF CITATIONS
Phoenix Group will not void or dismiss CITY citations unless notified in writing to do so by an authorized CITY employee. If required, Phoenix Group can void and/or dismiss based on written CITY guidelines. Phoenix Group’s WINCITE allows the CITY to void or dismiss right into the system via internet access. Information is updated in real time to both Phoenix Group and the Department of Motor Vehicles.

Access rights to data, including the ability to void and dismiss citations , is set up by Phoenix Group during the initial client implementation meeti ng. Since access to the system is by user and is password protected, all transactions are tracked by each individual user. Reason codes are used for voids and dismissals. In addition, the CITY will be able to add custom comments or phone notes. Phoenix Group will provide a “Void/Dismissed by System” report when requested.

However, WINCITE provides many reports that CITY staff can run at any time to better manage their parking program.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

CUSTOMER SERVICE
Excellent customer service means going beyond meeting your customer's basic needs. It involves much more than providing support in a timely and pleasant manner. More importantly, it means doing everything possible, so your customers are not merely satisfied, they are happy with your products and services. To set ourselves apart, Phoenix group incorporate s The Four C’s: customer experience, conversation, content, and collaboration.

Phoenix Group provides citizens with a unique toll -free telephone number accessible from anywhere in the United State s and abroad. All of Phoenix Group’s Customer Service Representatives are fully bilingual in English and Spanish. Multilingual services are also available, including Korean, Vietnamese, Chinese (Mandarin and Cantonese), French, and Italian. Our service center is fully staffed during regular business hours, Monday through Friday, 8:00 A.M. to 5:00 P.M. Pacific Standard Time (excluding holidays) for inquiries or payments.

We provide in-house training to all our customer service staff, allowing them to provide general information on each agency’s policies and procedures, with the ability to research information and respond accordingly. In addition, our staff is also trained to handle complaints professionally and provide information on all levels of the administrative adjudication process.

CITY SUPPORT
Phoenix Group provides all required software support, technical support, and all aspects of processing citations, including any changes to new Federal, State, and local legislation. Support is available Monday t hrough Friday during normal business hours (8 A.M. to 5 P.M.). Ongoing support to the CITY for access and interface with permit and citation database, WINCITE, is also provided.

Phoenix Group also provides technical and administrative support for mobile devices, including programming new officers, removal of old officers, changes to locations, and other administrative/technical settings relative to the use and function of the mobile devices and system, including:

• Free updates and upgrades for mobile device software. • Software License: updates, fixes, and security alerts for mobile devices. • Free 1-800 telephone support for initial training and ongoing questions for mobile devices.
• Free access to our online chat, accessible Monday-Friday, 8 A.M. – 5 P.M. • Help with computer problems related to mobile devices. • Help with network issues related to mobile devices.
• Bug reporting and correction.

EXPERT TRANSITION SUPPORT. A dedicated project manager and management team will deliver training and support to ensure your implementation is as effortless as possible.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

STAFF SUPPORT. Phoenix Group provides in-house staff for all aspects of processing parking citations during normal business hours. All key contacts’ direct phone numbers and email addresses will be provided to the CITY’s contract administration and all designated CITY staff.

Initial onsite training at the CITY can be provided for all systems being used. Additional training is provided to the CITY as requested throughout the term of the contract. A toll-free number will be provided for support.

TECHNICAL SUPPORT. Phoenix Group will provide CITY staff with telephone support Monday through Friday, between 8:00 A.M. and 5:00 P.M. Pacific Standard Time (excluding holidays).

Our staff follows -up on client reques ts to ensure an effective solution is provided in a timely manner. With permission, we can conduct remote support sessions to assist or train users when necessary. Support via email is also available during normal hours and monitored before and after hours and weekends by key personnel. Phoenix Group provides special customer service and technical support emails, which are viewed by operations to ensure requests are responded to efficiently.

CUSTOMER CARE CALL CENTER
Phoenix Group maintains high standards for each Customer Care Specialist. Our proprietary web-based call center application program monitors all interactions between citizens and our Customer Care Specialist s. All calls may be recorded for quality assurance and all Customer Care Specialists are bilingual in English and Spanish.

When considering a vendor, we STRONGLY suggest that the CITY experience the level of customer service firsthand. We encourage the CITY to verify our level of customer service by calling into our Customer Care Call Center. We GUARANTEE that our standards will surpass all our competitors.

95%+ SINGLE-CALL RESOLUTION. Customer service metrics are available to supervisors in real-time. Customer care supervisors are able to listen to live service calls and provide meaningful inputs if required, to ensure the customer service team is providing superi or customer service. Audits are reviewed and become the basis for conducting training sessions to continually improve each Customer Care Specialist’s performance.

COURTESY AND PROFESSIONALISM STANDARDS. Phoenix Group understands the CITY has high customer service expectations. Phoenix Group seeks the highest degree of professionalism and courtesy in our service representatives and provides extensive customer service training to each employee before they start taking live calls.

IVR SYSTEM
Our automated In teractive Voice Response (IVR) System provides real -time responses, in English and Spanish. Additional languages may be added at the request of the CITY to include Korean and Vietnamese. The system provides after -hours assistance to callers inquiring about citations, citation status, bill amount due, payment information, final date to contest a citation, and many other inquiries. The system is currently handling over 20,000 calls per month. The system also has the capability to increase lines as needed. 429

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

Our IVR software was designed to provide our customers with a unique toll -free telephone number to allow our system to be customized for the CITY. Callers will be greeted by, “Welcome to the City of Lynwood Citation Information Line.” Calls are typically handled within eight seconds of the initial ring. The software was designed to also recognize the type of violation in order to add additional information for equipment or registration sign-off citations. IVR phone scripts can easily be changed to provide a ny specific information the CITY wishes to provide. This could include, but is not limited to, the Franchise Tax Board intercept process, contesting instructions, and payment instructions. All major credit card issuers are accepted through the IVR system.

The IVR system also automatically updates WINCITE with real -time payment information immediately.

Our customer service department is accessible by multiple toll -free numbers. Should the caller choose to speak with a real person, they will be transferred immediately to one of our professional customer service representatives, all of whom are bilingual. All calls are recorded for quality assurance. Occasionally, Phoenix Group does need to conduct system maintenance or upgrade a feature. Should downtime be required, it will occur between midnight and 4 A.M.

TELEPHONE SYSTEM
To monitor call center customer service, reports will be provided as requested by AGENCY to include:
• Total number of incoming calls.
• Total number of calls processed.
• Total number of calls handled by the IVR.
• Total number of calls disconnected due to system failure or public hang-up. • Total number of busy calls.
• Percentage of incoming calls completed.
• Average wait time per call.
• Average time per call, with high and low amounts.

PHONE NOTES & RECORDINGS
WINCITE will keep track of all calls through the use of the unique Phone Note. The phone call is entered into WINCITE and logged to the account. In the event the CITY requires any investigation into the phone call, call notes, call conversation, or the personnel who took the call, that information will be recorded within WINCITE. The CITY also has the ability to enter phone notes. This data is available for viewing by Phoenix Group personnel.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

AB503 COMPLIANCE
EXISTING LAW. Assembly Bill 503 requires an agency that processes notices of parking violations and notices of delinquent parking violations to proceed under specified options in order to collect an unpaid parking penalty, including filing an itemization of unpaid park ing penalties and service fees with the Department of Motor Vehicles for collection with the registration of the vehicle. This bill authorizes a processing agency, or Phoenix Group, to proceed under specified options with regard to the option involving an itemization of penalties and fees. The bill authorizes Phoenix Group to file that itemization only after the CITY provides a payment plan option for indigent persons, as specified. Phoenix Group will provide notice of the payment plan and the processes related to indigency determination in a specified manner.

PAYMENT PLANS. WINCITE, Phoenix Group’s processing program, will monitor and maintain payment plans to completion . Standard notice templates will be sent to applicant (application incomplete, payment not received, plan cancellation warning, and plan completed). The CITY will have full access to payment plans with full detailed reports of all indigency application statuses.

DEDICATED PHONE LINE. Phoenix Group will offer a dedicated AB503 inquiry line with access to a live operator during normal business hours (Monday – Friday, 8 A.M. to 5 P.M.). A custom automated message will be available during off hours.

NOTICE REQUIREMENTS. Phoenix Group will ensure compliance is met with all appropriate information presented on citations and the website. Clear language will display on PAYMYCITE.com with how to request the determination and what it will involve. Phoenix Group will work with the CITY to fulfill notice requirements on citations , including displaying webpage link and phone number for more information on the program.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

ACCESSIBILITY COMPLIANCE
Accessibility is the practice of making a website usable by as many people as possible. We traditionally think of this as being about people with disabilities, but the practice of making sites accessible also benefits other groups, such as those using mobile devices or those with slow network connections.

When it comes to Federal Law, Section 508 (ADA Section 508 Accessibility), companies may have been given clearer guidance by the U.S. Access Board, the federal Agency devoted to accessibility issues. In a final rule that came into force at the beginning of 2018, the U.S. Access Board decided the Web Content Accessibility Guidelines (WCAG) 2.0 of the World Wide Web Consortium (W3C) would be the standard by which organizations abide by the law. Most federal organizations are required to meet Level AA compliance laid out in the latest WCAG. The same applies to government-funded groups, or any company seeking to contract with the government in any substantial way.

Our public-facing website, PAYMYCITE.com, showing accessibility compliance options. 432

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

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RFP# 2023-1

Phoenix Group Information Systems offers
a solution that not only does so according to
the standard, but also achieves a lot more
than that with solutions to problems that
arose from the field — from people with
disabilities who use the product themselves
— on a daily basis.

Our systems achieve the following:

1. Provide an effective and real
solution for people with different
disabilities.

2. Meet international standards and
laws (WCAG 2 - AA level, ADA
Section 508, & EN 301549).

3. Offer the CITY a compliant
application to assist in the
prevention of possible litigation.

The accessibility adjustments available on
PAYMYCITE.com allow users with various
disabilities to easily navigate the website.

Users can select a variety of accessibility
profiles, such as the Seizure Safe Profile,
the Vision Impaired Profile, the ADHD -
Friendly Profile, or the Blind Users profile,
among many others. Furthermore, users
can easily adjust content size, highlight titles
and links, and adjust colors and contrast.

WEBSITE LANGUAGE TRANSLATION
Phoenix Group provides the capability for the PAYMYCITE.com website to have a translation option for uses in multiple languages.

Accessibility Adjustments interface available on
PAYMYCITE.com.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

DMV INTERFACE FOR RO INFORMATION AND HOLDS

REGISTERED OWNER NAME RETRIEVAL
Phoenix Group has an online real -time interface with the California Department of Motor Vehicles (DMV) for vehicle registration owner data and DMV registration holds and releases.

Phoenix Group will continually attempt to obtain registered owner information until achieved.

• Registered Owner Retrieval – REAL-TIME REQUESTS
• Validation of DMV vehicle make upon return of registered owner. • Daily holds and releases processing – average return in 30 minutes. • WINCITE allows release of registration holds upon CITY’s request, payment, and/or disposition of citation.
• Phoenix Group will update and report monthly holds and payments made at the DMV. • Phoenix Group will track DMV “No Hit” List to ensure that vehicle license plates and state information have been correctly entered into the system. • DMV mismatch report and resolution features are available in WINCITE.

REAL TIME DMV INQUIRY. Our system allows our users to access California registered owner information via license plate or VIN , with or without citation information attached at the time of inquiry. In addition, throughout the course of our relationship with the CITY, Phoenix Group has granted and provided free access to the CITY for all DMV inquiries. This is a service that no other vendor can accommodate free of charge.

OUT-OF-STATE REGISTERED OWNER RETRIEVAL FROM STATE DMV
Phoenix Group requests out -of-state license plate information automatically for all 50 states in connection with the National Law Enforcement Telecommunication System. Phoenix Group automatically retrieves registered owner information and updates citations in WINCITE. Upon receipt of name and address, notices are automatically generated. Phoenix Group will supply any state DMV forms required and assist the CITY with completion. Phoenix Group will make best efforts to pursue and collect all open citations outside the United States. Phoenix Group has the ability to maintain successful communications with the transportation ministries in both Canada and Mexico.

CALIFORNIA DMV REGISTRATION HOLDS & RELEASES
Phoenix Group processes DMV holds and releases daily; confirmation of holds/releases will be received on a daily basis. DMV records are accessible online with the capability to release registration holds upon the CITY’s request. Payments and holds made at the DMV will be tracked and reported monthly. Database is immediate updated with payment information from the DMV. 434

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RFP# 2023-1

ADJUDICATION SERVICES

ONLINE CONTESTING CITATION TRACKING: PAPERLESS APPEALS
Citations can be contested online without the use of paper forms using the online public portal PAYMYCITE.com. Through this portal:

• A “Contest the Citation” button will display when viewing a citation but will not display if the timeline for contesting has expired.
• The system will indicate if a citation has been dismissed, provide the date of dismissal, or if citation has already been contested.
• Citizens receive an email confirmation and can view their contest form for up to 90 days after the decision has been rendered.
• An automatic daily notification of all pending reviews is sent to the CITY. • The number of pending reviews is available to the CITY using WINCITE. • Photos may be included by the public (up to three photos) as part of the contest form and are available for viewing online by the CITY.
• The CITY will have the ability to attach
any PDF or image document to the
citation, such as a meter report or copy
of a placard.
• The citizen receives a confirmation that
their online contest has been accepted.
• Phoenix Group will send the CITY an e-
mail notification of a pending review.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

PAYMYCITE.com online citation contesting webpage.
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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE ONLINE CITATION CONTEST FORM

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE CITIZEN EMAIL FOR ONLINE CONTEST

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Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE CITY EMAIL FOR PENDING CONTEST REVIEWS

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE ADMINISTRATIVE REVIEW RESULTS NOTICE

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

ADMINISTRATIVE ADJUNCTION PROCESSING
Phoenix Group meets all of the CITY requirements. WINCITE has the ability to track and provide historical data for the entire “life” of the citation. Citations which meet the guidelines as directed by California Vehicle Code Section 40215 are eligible for contesting. The CITY will have the option to customize how the review is established. There is no additional charge for the program.

Mail-in requests are verified and updated within 48 hours and forwarded to the CITY. The documents are either scanned into WINCITE or date stamped and attached to the request.

WINCITE has a notification of pending reviews.

CITY staff and the adjudicator can simply log onto WINCITE, click the “review” button, and see all pending administrative reviews. T he ability to view the citation appeal and documents supplied by the citizen are available.

ONLINE HEARINGS
Administrative hearings can be completed online or by mail. For the hearing request, citizen s will post bail amount s as part of their request or apply for the waiver as applicable. In dividuals submitting requests for hearings online will be able to select hearing dates and times.

As an option, Phoenix Group will schedule the hearings once the violator has met all the established criteria for a hearing. The hearing may be scheduled as a phone, personal, or written declaration. The hearing officer will receive a “package” of the hearings scheduled with the documentation provided by the violator. Optionally, the CITY or hearing examiner will be able to see all pending and past hearings scheduled by clicking the “hearing schedule” button. A full list User interface of the administrative reviews within the WINCITE database. 441

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

of dates that have a calendar association for them will appear. Clicking the date will display the calendar, including a list of unscheduled hearing s. This will be data provided for upcoming hearings, unscheduled hearings, as well as completed hearing schedules.

• PHX shall provide online tracking and correspondence for all administrative reviews. • PHX shall enter and maintain the database of all administrative reviews, showing the status of each request and ensuring results are received for each correspondence; results must be displayed online.
• PHX’s proprietary database management system can be integrated with the CITY’s citation processing software.
• PHX’s database management system must allow citizens to request an administrative review and administrative hearing online.
• PHX’s database management system allows citizens to submit supporting documentation online for reviews and hearings, so no documents are required to be submitted via the United States Postal Service.
• PHX shall receive and process all administrative review requests into the data management system within two business days from date of receipt. • PHX shall provide online inquiry capabilities for citations in the administrative review process.
• PHX shall print and mail (by First-Class Mail® and certified) all administrative review result letters using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof.
• PHX shall notify the CITY of citations that have been successfully dismissed through the review process and have had payments processed or are cancelled so the CITY can issue a refund.
• PHX shall file and store all source documents for ease of retrieval for a minimum of two years.
• PHX shall provide CITY staff with the ability to respond to telephone inquiries regarding how to contest a violation, determine outstanding penalty amounts or delinquent fees, and identify timeframes, and any other pertinent information in order to contest a citation.
• PHX shall link the hearing tracking system to the citation processing software in real- time to obtain citation information, such as issue date, delinquent date, amount owed, and other citations open.
• PHX shall ensure that the data management system is capable of recording data and comments for historical background, suspending action while appeals are under investigation, sort citations by type of violation, address and/or defense, record case decisions, generate letters, and use customized liability reason codes.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

The system will provide accountability and history for every citation within this process. Each occurrence of a suspended citation due to a review/hearing/trial, will be maintained with the status, date, and reason code for the outcome of each level. The tracking process is available for inquiry by the CITY online, reflecting the current stage of the citation. The tracking process will also indicate any previous administrative activity and provide complete historical information on the citation or license plate. The CITY will be provided with reason codes within the system to identify the disposition, track all the events , and finally identify the reason for the action. For example, if the status of a citation reflects through the administrative record that a hearing has been scheduled, the previous record would provide the details of the administrative review. The information will include, but not be limited to, dates, status, reason, and review personnel.

Phoenix Group will maintain these records and allow the CITY access through online inquiry.

The administrative record will retain the following information:

• Level of Process – Review, Hearing, Trial de Novo.
• Level of Disposition – Upheld or Dismissed.
• Reason Code for Decision (includes custom code availability). • Date of Setup and Date of Determination.
• Time.
• Reactivation Date.
• I.D. number for the Review Officer (police, hearing, staff personnel). • Comments.

Phoenix Group accomplishes all the following:

• PHX shall provide online tracking and correspondence for all administrative hearing requests.
• PHX shall enter and maintain database of all administrative hearing requests, showing status of each request, ensuring a result is received for each correspondence; results must be displayed online.
• PHX shall receive and process all administrative hearing requests, payments, and hardship requests into the data management system within two days for receipt. • PHX shall schedule administrative hearings online and forward a schedule to the CITY, viewable online for review.
• PHX shall print and mail (via First-Class Mail and certified) customized administrative hearing notification letters using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof.
• PHX shall respond to inquiries for the CITY and public regarding the date of the hearing, mailing date, location of the hearing, and directions to the hearing location. 443

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

• PHX shall resend letters should location or date change, as necessary, using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof.
• PHX shall mail letters regarding the results of administrative hearings using custom letterhead and envelopes; electronic copies of correspondence will be maintained as proof.
• When a refund is appropriate, PHX shall provide information to the CITY so that CITY can issue the refund.
• PHX shall provide a monthly report of review results by citation number and/or case number.
• PHX has the ability to accept online payments.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE ADMINISTRATIVE HEARING DATE NOTICE

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE ADMINISTRATIVE HEARING REVIEW RESULTS NOTICE

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

Payment of the citation fine is required at the time of hearing entry. In the case of indigence, the system allows an override to accept the hearing request without payment of the fine. In-person hearings based on CITY specific dates and times are scheduled within the 90-day requirement pursuant to the California Vehicle Code. In-person hearing requests receive a hearing date and notification letter with detailed instructions for the scheduled hearing. If requested, one reschedule is allowed for the appellant. A new hearing date notification letter is mailed with the new date and tim e once the hearing is rescheduled. The hearing examiner receives a packet containing a cover sheet and all documentation required for each hearing.

The hearing examiner records the decision for each hearing. Phoenix Group then sends the hearing result letter out to the appellant. The Phoenix Group hearing result letter includes the reason the violator was found liable, the requirement based on AB 602 from January 2009.

Hearing schedules are available online for CITY viewing. Reporting for the administrative hearing portion of the system includes a monthly report of hearing results by violation and a report of outstanding hearing requests.

• WINCITE provides tracking and correspondence for all administrative hearing requests. • PHX maintains a database of all administrative hearing requests, showing the status of each request. The system is integrated with the parking citation system. • WINCITE provides an administrative review schedule location, viewable by all users. • PHX prints and mails (by First-Class Mail) customized hearing notification letters for the CITY.
• PHX responds to inquiries for the CITY and the public regarding the date of hearing, mailing date, location of hearing, and directions to hearing location. • Letters regarding the results of administrative hearings will be mailed by PHX. • If a refund is due, a daily refund report will be provided, and CITY will process refunds. • PHX will provide a monthly report (Microsoft® Excel® compatible) of review results by citation number, violation, or result.
• CITY staff can simply log into WINCITE at any time, click the “review” button, and see the drop-down box of pending reviews, providing the ability to view the contest form and documents supplied by the citizen

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

Sample image of a citation showing the “Request Hearing” button PAYMYCITE.com Sample image of a citation showing the “Hearing Requested” status from WINCITE on PAYMYCITE.com 448

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

REVENUE COLLECTION SERVICES

REVENUE COLLECTION MANAGEMENT
A varying percentage of customers each year do not pay the citation fines issued to them for violations. Phoenix Group would strongly recommend participation in the Franchise Tax Board’s (FTB) Interagency Intercept Program. This program collects unpaid citations by a method similar to that of a collection agency, through state tax refunds. While the program will not eliminate all outstanding citations, it will have significant impact on collecting unpaid citations. Participation in FTB’s program will drastically increase CITY revenue.

In instances where recipients do not pay citations, additional letters of delinquency of payment are required. This effort requires added time to complete. By contracting services with Phoenix Group, the CITY will have a better opportunity to collect on pa st due citations for a nominal percentage of the collected amounts proposed in this agreement. Choosing Phoenix Group to perform this function is a cost-beneficial way to collect additional fines.

THIRD PARTY COLLECTIONS FOR OUT-OF-STATE
Phoenix Group partners with the Collection Bureau of America (CBA) to collect outstanding debt outside of California. The CBA is licensed in all fifty states and has over 100 years of experience in collecting an array of debt portfolios, including municipa l. CBA’s methodology and work approach to debt recovery is to treat all debtors with dignity and respect and to operate within the code of ethics provided by the American Collectors Association (ACA). The current trend in debt collection recovery is to ut ilize an empathy -based approach in working with the customer/debtor to achieve a mutually beneficial outcome for the customer and our client. The approach with collection technologies is to utilize our systems as a tool to improve our performance and add value to the collection cycle.

CBA takes the time and effort to learn the nuances of the client portfolio to maximize recoveries and avoid using a “cookie-cutter” approach to collections. CBA works with each client to develop processes which work best for that client and do not force rigid guidelines on the clients. This is the key reason why CBA’s approach works, and the following will demonstrate how we tailor our recovery programs to the client’s portfolio to maximize recoveries while delivering world -class customer service. CBA uses all 30 collection representatives in the recovery of the CITY’s delinquent accounts. The collection representatives are the main drivers for success. Their tenure, experience , and training are what yields the best results for the CITY’s customers in delivering the best customer experience while being able to communicate effectively with the best tools used at the right cadence to maximize recoveries.

NOTICE OF VIOLATION & CORRESPONDENCE PROCESSING
The delinquent notice wil l be generated by Phoenix Group and include printing and sending daily, windowed envelope s, 8.5 ” X 11” semi -custom notice s, and return insert envelope for payment.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

The notice will include the information contained within the citation (i.e., citation number, violation number, violation description, and location) and consequences for non -payment, including any additional information required by the code section. The notice of violation is prepared in letter format with a remittance return portion for payment and return envelopes.

The delinquent notice complies with the California Vehicle Code (CVC) handbook, and any requirements that may be established through legislation. Phoenix Group will send at least three (3) additional delinquency notices to the vio lator, subsequent to the issuance of the Courtesy Notice / Delinquent Notice as required by the CITY. The Delinquent Notice form complies with the specifics required by CVC Section 40207. All citation information is included on the notice, with the exception of any “non-public comments” that may have been included on the citation.

• The notice will be sent to the registered owner the DMV has on file at the time the citation was issued.
• SECOND NOTICES – Second notices may be sent for citations that remain unpaid after the first notification. The prior notice will provide the time required by law to respond with payment or a request for an administrative review or hearing. The second notice would provide the delinquent bail amount for the payment due and include any late fees. This is a program that the CITY may begin or discontinue at any time. • Mail in-state notices within 15 calendar days, no later than 21 calendar days after citation issuance.
• Mail out -of-state noti ces within seven business days of receipt of registered owner information from other states.

The time frames established by the CITY are based on the need to coordinate the due date with procedures for contesting the citation or payment instructions. This will assist with preventing overlapping time periods and may be adjusted at any time by the CITY. The information captured from the citation will be included on the notice, which are:

• Amount due for the violation issued.
• Applicable late fees.
• How to contest the citation.
• Warning of intent to notify a third-party collection agency for non-compliance.

CUSTOM VERBIAGE. A special message, such as payment or contesting procedures, which may be determined by the AGENCY, is available to change at any time or as needed.

LEASING AND RENTAL AGENCIES. Rental agencies have 30 days to inform Phoenix Group with the name and address of the lessee or renter. Phoenix Group updates the name and address information and sends a second notice to the renter.

SOLD / STOLEN VEHICLE UPDATES. If the affidavit of non -liability is returned and indicates that the registered owner has made a bona fide sale or transfer of the vehicle prior to the date of the alleged violation, Phoenix Group will update the new owner information and resend notices 450

2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

to the registered owner at the time that the original citation was issued. For stolen vehicles, a copy of the police report will be requested from the violator and forwarded to the CITY for final decision.

FAILED DELIVERY. All notices that are returned as “undelivered” are entered into the system.

The notice process is required prior to DMV notification to place a registration hold. However, in the event the notice is returned with a change in address, the new address information is entered into the system and another notice is mailed. Each entry is retained in the system for reference.

This includes a notice undelivered with no change in address and a notice changed with a change in address with the date of the new notice mailed.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE DELINQUENT NOTICE

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

FRANCHISE TAX BOARD PROCESSING
Citizens who still refuse to pay for their outstanding fines may have their fines sent to the State Controller’s office for annual intercept. The State will deduct any monies owed from the citizen’s tax refund or lottery winnings. While the program has not eliminated all outstanding citations, it has had a significant impact on collecting unpaid citations. Overall, the collection is significantly less than other vendors, allowing the CITY to maximize its cost recovery structure. Our Franchise Tax Board (FTB) Offset Program complies with all requirements set forth by the California State Controller’s Office. Any result in refunds will be intercepted and revenue will be sent directly to the CITY. The FTB will send all intercepted funds and detailed reports directly to the CITY. The CITY must provide a copy of the check and a copy of the detailed reports to Phoenix Group immediately, so we can update our system to show the accounts and citations as closed.

Phoenix Group will notify the FTB of any interim payment s received on our end, so they can close the account in their system.

• PHX will assist the CITY in completing the required annual Intent to Participate FTB form and assist the CITY with FTB and SWIFT account setup. • PHX will create a file of qualified accounts as per business rules. • PHX will send Notice of Intercept 30 days prior to filing at the FTB, as required by the FTB.
• PHX will mail the pre-intercept notice to each registered owner, no multiple notices are required.
• PHX will process the payments that are received from the pre-intercept payments. • PHX can retrieve Social Security Numbers.
• PHX can process the payments and enter FTB intercept payments. • PHX will handle all calls from the public.
• The public may also make payments with credit cards at PAYMYCITE.com • PHX will provide reporting for FTB notices mailed (pre-intercept warning letter), payments from notices (pre-intercept payments), and collected offset payment from the FTB.
• PHX will send ongoing update files to FTB.
• PHX will handle all citizen inquiries regarding the FTB process from initial notice through actual intercept and refund requests.
• Monthly reconciliation of FTB payments.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

SAMPLE NOTICE OF PRE-INTERCEPT LETTER FOR F.T.B.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

ACCOUNTING

PAYMENT AND DEPOSIT PROCESSING
Daily, weekly, and monthly procedures have been established to control and manage payments received at Phoenix Group. All payments received by Phoenix Group are processed daily by our staff. Payments are entered into our system within one business day. The data entry of payments is performed online and verified at the time of entry to include source and type of payment made.

All payments made via credit card are updated to WINCITE in real time. Phoenix Group meets PCI Compliance . A receipt is generated for all online transactions to citizens with an easily recognizable record of proof of payment.

Mail is retrieved daily from Phoenix Group’s local post office box, to include payments, administrative review correspondence, and other documents. A ll incoming correspondence is sorted and batched by postmark date for payment posting and correspondence processing.

Envelopes are kept on file with all correspondence. Payments are received by one of the following methods:

• Payments by Telephone:
o Phoenix Group customer service, Monday – Friday 8:00 A.M. – 5:00 P.M., using a credit card; all major credit cards are accepted.
o Phoenix Group customized IVR – 24/7, using a credit card; all major credit cards are accepted.
• Internet: Using a credit card; all major credit cards are accepted. • Mail-in Payments: Checks and money orders.
• Pay-in-Person: At a location designated by the CITY.

PARTIAL PAYMENTS. Phoenix Group accepts partial payments and will mail partial payment notices to those who do not pay in full, including any penalties the CITY may require. The notices include the amount paid and the remaining amount still due. Phoenix Group also complies with all requirements of Assembly Bill 503.

BANK DEPOSITS. Phoenix Group will process payments and deposit funds directly to a bank account controlled by the CITY or as otherwise directed. Bank management services are available for shared accounts. Copies of the deposits and reconciliations are also available online daily. All deposits are made within one business d ay. Daily online reports and deposit slips will clarify the bank deposits made for each issuing CITY. Email notification is sent daily to the CITY confirming all deposit information and includes a copy of the deposit slip. Online reports will provide daily record, payment detail, and summary. Credit card payments will be provided to the CITY monthly in the form of a check or bank transfer, complete with all supporting reporting and documentation for reconciliation.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

Credit Card Chargebacks:
• Payment is reversed and the invoice is reopened.
• Annotated details regarding payment information and related correspondence are entered into WINCITE.
• Letter of Dispute regarding the charge is mailed to the credit card company. • Unpaid invoice letter is mailed to the citizen.
• All paperwork is retained by Phoenix Group for later retrieval, if necessary.

Bank-Returned Check / Non-Sufficient Funds:
• Payment is reversed in the system.
• NSF fee is automatically added without user intervention. • Letter is sent to the citizen automatically.

CITATION RECONCILIATION
Phoenix Group will process citations received from the CITY via hard copy or electronically created monthly citation reports. Monthly reports will include payment information, cancellations, dismissals, voids, corrections, and/or other relevant information pertaining to the citation(s) status for the CITY or otherwise as directed.

Phoenix Group will not void or dismiss CITY citations unless notified in writing to do so by an authorized CITY employee. If required, Phoenix Group can void and/or dismiss citations based on written CITY guidelines. Phoenix Group’s WINCITE allows the CITY to void and dismiss right into the system (via internet access). Information will be updated in real -time to both Phoenix Group and the California Department of Motor Vehicles.

Access rights to data, including the ability to void and dismiss citations , is set up by Phoenix Group during the initial client implementation meeting. Since access to the system is by user and is password protected, all transactions are tracked by indiv idual user. Reason codes are used for voids and dismissals. In addition, the CITY will be able to add custom comments or phone notes. Phoenix Group will provide a “Void/Dismissed by System” report when requested.

However, WINCITE provides many reports that the CITY staff can run at any time to better manage their parking program.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

DATA MANAGEMENT, REPORTING, AND STATISTICS

REPORTING
Phoenix Group provides a variety of reports that will support the needs of the CITY. Access to all reports is over the internet via our processing system, WINCITE. The reports are in a Portable Document Format (PDF) and only require Adobe ® Reader for viewing, searching, and printing.

Most reports can be saved in Excel format. In addition, an easy -to-use ad hoc reporting tool allows users to customize fields and export data to an Excel report and save the report format for further use. Report data is maintained on our servers for no less than two (2) years.

We will respond via email, phone, fax, or in writing to any inquiries and/or requests for reports with in 24 hours at no cost.

The CITY will have access to all monthly reports via the same web -based system it uses for citation processing, WINCITE. Reports are available by the seventh day of the following month and no later than the tenth day. All reports can be exported into Excel format. Additionally, WINCITE allows the user to create their own custom reports ( ad hoc reporting) based on selected criteria, such as location or violation.

SAMPLE OF PERMITS MONTHLY BILLING REPORT

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

CUSTOMIZED REPORTING
In response to a special request by the CITY, Phoenix Group customized its Daily Deposit Report to include filters and fields, such as violation description and violation amount to assist the CITY with their accounting procedures.

SAMPLE OF DAILY DEPOSIT REPORT

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

PARTIAL LIST OF AVAILABLE REPORTS

WINCITE REPORT REPORT No.

Officer Summary and YTD Monthly Recap Reports 101, 102, 770 Non-Paid Disposition Report (Void Dismiss Report) 110D
Citation Status Report 201B
Age Citation Receivables Report 215
Monthly Billing Activity Report 220
Review Disposition Report 340
Review and Hearing Pending Reports 350, 370
Hearing Disposition Report 360
Billing Report 400A
D.M.V. Reports: Collections, A.S.F., Cleared without Bail 401, 402, 403 Billing Report Details for Citations Issued and Notices Mailed 405, 406 Billing Report Detail for Special Letters Issued 407
Refund Report 430
Repeat Offender Report and Hot Sheet Reports 440, 660
Out-of-State Registration Owner 450
Out-of-State Revenue 470
Revenue Collection Detail Report 480A
Cash at Agency Revenue Report 480B
Collection Agency Revenue Report 480C
F.T.B. Collections 480F
All Revenue Summary Report 480S
Revenue Distribution Summary (State and Local Surcharges) and Detail 740A, 740B Violation Statistics Report 750
Violation Statistics with Revenue 750P
Review/Hearing Disposition Report 800
Revenue Collected by Agency Report 840A
Credit Card Revenue Batch Summary Report 840C
Monthly Deposit Report 840D
Citation Processing Summary and Payment Summary Reports 870, 880 Batch Summary Report 905
Citation Data Entry Completion Report 955

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

PARKING PERMIT MANAGEMENT

PARKING PERMIT SYSTEM FEATURES & CAPABILITIES
The parking permit management solution from Phoenix Group puts your entire parking permit network within reach from anywhere, at any time, with one powerful web -based system. With the Phoenix Group solution, permit seekers purchase and renew parking permits entirely online.

Your customers’ information updates in real-time, so you can be sure that you have constant access to the latest and most accurate information from any stage of the permit lifecycle including design, order status, and fulfillment.

The proprietary Phoenix Group permit system simplifies your permitting operation with robust functionality. Unlimited permit types and rates can be created and managed with our easy -to- use system, allowing the capability to purchase, issue, track, and modify parking permits and includes the option for issuing temporary, guest, and daily parking permits. The program may be setup to meet custom specifics required by the CITY.

Client access to the permit system is through a web-based system. Access to the permit program is achieved by using the Internet. This allows all CITY operators to access the system from any workstation. Each operator is set up in our system with a unique password for security and tracking purposes. Each operator would then be set up for permit access with a password at a specified security level, which is COMPLETELY customizable. It is possible for all the functions to be set as view-only. It is recommended that one user be set up as the system administrator, so the levels can be modified or set up to be a custom level.

Phoenix Group provides a complete parking permit system. This includes , but is not limited to, website design and implementation, mailing notification letters, receiving, and processing applications by mail and online, ability to upload verification documents, and fulfilling permits.

The system will be fully customizable, establish and adjust districts, include layout, controls on a variety of permit types, pull -down menus, requested reporting on all data with permitting system, and fee charges.

SELL PERMITS ONLINE. Our permits solution makes it easy for your consumers to purchase and renew their permits online, thus eliminating administrative burden.

• PHX will supply licenses for back-office staff to use the Online Permit Management Solution.
• Ability to issue multiple parking permit types.
• Print temporary permits while fulfillment is in process. • Ability to accept multiple types of payments and partial payments. • Issue daily permits online with printing capability and delivered via email.

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2677 N. Main Street, Suite 440
Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

EMAIL NOTIFICATION. Once the permit purchase has been completed , a receipt email will automatically be generated and sent to the individual who has purchased the permit. This email will serve as a receipt of proof of purchase.

A SEAMLESS PERMIT PROCESSING PLATFORM.

ACCESSIBLE | Individuals can purchase permits online.

INTUITIVE | Easy-to-use interface.

SIMPLE | A single point of purchase and management.

ROBUST | Reporting and permit management capabilities.

CUSTOMIZABLE | Embed into any website.

FLEXIBLE | Virtual permits and/or paper permits available.

SECURE | PCI-TLS compliant payment gateway.

EFFICIENT | Increase credit card payments and efficiently manage revenue.

SYSTEM FEATURES:

• A fully customizable web-based system for the permit processing. • Allow customers to purchase their permits online.
• Real-time reporting & permit analysis.
• A secure logon for each CITY operator with specific capabilities. • An online option to purchase permits. The online permit purchase also includes a receipt for the permit purchase and an optional temporary permit (temporary expiration to be determined).
• Name, address, phone, vehicle identification number, make, model, color, and year maintained in the database.
• Automated email notifications including receipts and expiration and renewal reminders to keep your permit holders informed.
• All historical data for each permit on the system.
• A printing function gives the CITY the ability to print new temporary permits. • The ability for the CITY to waive fees for lost, damaged, or stolen permits. • An online ability for the public to purchase and print a daily permit. • Standard daily, weekly, and monthly statistical reporting, as well as ad hoc reports. • LPR integration on the handheld mobile ticket writing devices. • Provide customer with emails regarding permit status. • Issue permits as decals or hang tags, with multiple options available. 461

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Santa Ana, CA 92705

Prepared for the City of Lynwood
RFP# 2023-1

• Secure login and access to permit information 24/7/365, with vehicle and permit data updated in real-time.
• Fully integrated with the WINCITE Mobile Pro software for the handheld devices with LPR lookup.
• Capability to have the option for residential permits to auto-renew.

ONLINE PERMIT PURCHASING. Phoenix Group will establish a custom website for public use when purchasing a permit. The data is available in real-time with the highest level of security. All credit card payments are posted and updated to the system immediately. The Internet Web/Credit Card Program is established and in a productive mode. Optionally , a convenience fee or a per-transaction fee may be charged to the public. The customer can make credit card payments over the phone with operator assistance.

Phoenix Group’s proven web-based citizen self-service portal can be integrated with the CITY’s existing website , striving to create a safe, transparent, and risk -free environment to the community. The citizen portal is designed to make the permit application process easy and accurate. The application module is designed to capture all relevant citizen data proven to be necessary to support a successful permit purchase program through the use of pre -requisite fields. All data is presented to the citizen for review prior to submission. This process assures that all information submitted in the permit application is complete and accurate.

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EXAMPLE OF ONLINE PARKING PERMIT APPLICATION

The online parking permit application webpage on PAYMYCITE.com is fully customizable.

Phoenix Group will work with the CITY to create a unique permit purchasing page that meets the needs and requirements of the CITY.

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Sample custom public website for purchasing parking permits.

Sample custom permit renewal notice sent via email, which cuts costs of printing and postage.
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EXAMPLE OF TEMPORARY PARKING PERMIT

DIGITAL PARKING PERMITS
Phoenix Group offers a paperless digital parking permit service that integrates seamlessly with WINCITE and the WINCITE Mobile Pro application for the ease and efficiency of enforcement.

The digital parking p ermit management solution from Phoenix Group puts your entire parking permit network within reach from anywhere, at any time, with one powerful web -based system.

With the Phoenix Group solution, permit seekers purchase and renew parking permits entirely online. Your customers’ information updates in real -time, so you can be sure that you have constant access to the latest and most accurate information from any stage of the permit lifecycle including design, order status, and fulfillment.
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Client access to the permit system is through our web-based system. Access to the permit program is achieved by using the Internet. This allows all CITY operators to access the system from any workstation. Each operator is set up in our system with a unique password for security and tracking purposes. Each operator would then be set up for permit access with a password at a specified security le vel, which is COMPLETELY customizable. It is possible for all the functions to be set as view-only. It is recommended that one user be set up as the system administrator, so the levels can be modified or set up to be a custom level.

DIGITAL RESIDENTIAL PARKING PERMITS. All residential parking passes can be digital. This means that each resident or visitor can register their license plate through PAYMYCITE.com and their license plate will serve as their parking permit. This solution has the ability to integrate with patrol vehicle LPRs that will go through and verify that all vehicles parked in permitted areas have a registered license plate within our system. Residents are able to register up to five separate license plates. Residents can access the PAYMYC ITE.com to purchase their preferential digital parking permit. The permit link can be active only for residents with an active address for the permit that is on sale at that time.

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2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of Lynwood RFP# 2023-1 Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 60 of 77 EXISTING ONLINE PERMIT SYSTEM Phoenix Group currently offers a comprehensive online parking permit system for the CITY’s residents. The CITY’s residents have the opportunity to purchase and renew their residential parking permits completely online in only five easy steps: STEP 1: Access PAYMYCITE.com Open your web browser and navigate to: paymycite.com/lynwood. Select the Purchase Permit button. On the next page, completely read the Annual Residential Parking Permit Requirements. You will need to upload images of your driver license and vehicle registration for annual permits. Be sure to have those document files ready for upload. 467
2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of Lynwood RFP# 2023-1 Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 61 of 77 STEP 2: Input Vehicle Information & Upload Documents
Input your vehicle information and residential address. If you have not already been issued a residential parking permit in the past, you will not be able to move forward with the renewal process. Select your permit type from the drop-down menu, provide your personal information, and upload your Proof of Residency documents. Your uploaded documents must be .jpg, .gif, or .pdf format of 1MB in size or lower. When ready, select Pay by Credit Card.

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2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of Lynwood RFP# 2023-1 Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 62 of 77 STEP 3: Provide Payment Information
First verify your permit information is correct at the top of the page. Ensure your Permit Fee is correct for the selected permit type. Provide your credit card information and billing address, then select Submit Payment. 469
2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of Lynwood RFP# 2023-1 Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 63 of 77 STEP 4: Print Your Temporary Permit
After submitting payment, you will be provided a temporary residential parking permit. Print your temporary parking permit and use it until your permanent parking permit decal arrives. 470
2677 N. Main Street, Suite 440 Santa Ana, CA 92705 Prepared for the City of Lynwood RFP# 2023-1 Copyright © 2023 Phoenix Group Information Systems. All rights reserved. Page 64 of 77 STEP 5: Verify Receipt Check the email account you provided in your application to ensure you received a receipt. Your vehicle is now registered with a residential parking permit. DO NOT DELETE YOUR RECEIPT! Refer to your email receipt to view and print your temporary permit(s). If you have any questions about parking permits, please refer to the Public Safety page on the City of Lynwood website. If you require technical support on the permit purchasing website, please email [email protected]. 471

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TRANSITION PLAN

DETAILED IMPLEMENTATION
Phoenix Group guarantees a seamless integration process which is carried out at NO COST TO THE CITY, IN TIME OR MONEY . The following timeline can be expected during continued service:

• Negotiate and execute contract documents – CITY and PHX. • Maximum: Within one week of contract signing, Phoenix Group will work with the appropriate personnel at the CITY to confirm current business rules and logic. • Maximum: Within one week of contract signing, Phoenix Group will introduce experienced, task-oriented project managers to the CITY. We will schedule sufficient meetings with client personnel to accomplish the review and consultation on CITY business rules, processes, and procedures. This will include documentation and communication finalization. Perform key introductions to CITY staff for accounting, operations, data entry, and appeals.
• Review bail schedule and penalty increments, officer list, location list, and copy of a manually written citations.

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• Provide a draft of an electronic citation to be used by the CITY’s handheld units, order handheld ticket stock upon approval.
• Review available reports for month-end and invoice details. • Confirm Software Integration and Payment Processing Integration. • Confirm dedicated online transparent public portal setup for CITY:
paymycite.com/Lynwood.
• Training shall be conducted in several sessions on an as-needed basis. On-site training shall include both handheld mobile training and system training. • “WINCITE Mobile Pro: Enforcement Device Training Course” – This class is for parking enforcement officers. It is taught by our specialists from the Phoenix Group.

Training may take between two to four hours. Learning how to issue parking citations on the newest Android handhelds is extremely easy.
• “WINCITE ACE: Administrative Citation Enforcement Training Course” – This class is for code enforcement officers. It is taught by our specialists from the Phoenix Group.

Training may take between two to four hours. Learning how to issue administrative citations on the newest Android handhelds is extremely easy. • WINCITE Training ensures that all users are proficient in the operation and navigation of the system.
• Go Live – Transition to Phoenix Group complete – dedicated attention and follow-up to ensure total quality control of data and adherence to business rules. • On-going: Our proven implementation plan ensures that Phoenix Group is adhering to all CITY requirements. Our commitment to client service includes a specific “dedicated to the CITY” Phoenix Group team, who respond to the CITY inquiries and service requests in less than one hour. Phoenix Group’s Help Desk and Online Chat assures immediate response.

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TASKS

FUNCTIONALITY CITY PERSONNEL

PERFORMS

PHOENIX GROUP

PERFORMS
Data Entry of Manually Written Citations 
Automated Electronic Transmission of Citations 
Real-Time Automated Registered Owner Retrieval 
Accept and process Payments for Citations  
Generation, Printing, and Sending Notices 
View Photos, Videos, and Voice Recordings of Citations in the Format in Which They Are Sent  
Automated Bail Escalation 
Automated Management of the FTB and Delinquent
Process 
Enter First-Level Dispositions 
Send Adjudication Letters 
Enter Notes to be Viewed by the CITY and Phoenix Group   Handle Customer Service, Including IVR and Live Bilingual Customer Service Lines 

TRAINING PLAN
Training shall be conducted in several sessions and on an as-needed basis. Onsite training shall include both handheld mobile training and system training . Phoenix Group will provide free training of our proprietary WINCITE parking citation database management and processing system and WINCITE Mobile Pro for CITY staff. Both onsite and remote training will be provided free of charge. Remote training sessions can be digitally recorded and given to the CITY for future use and reference. Training is customized to meet the CITY’s requirements.

HANDHELD DEVICE TRAINING. Using additional software to mirror the screen of one our Android handheld devices, we will conduct a live and detailed training to show each user how to use every aspect of our mobile enforcement application. A questions-and-answers session is held shortly after, to ensure all prospective users are comfortable and confident in using our equipment. Remote training is conducted via Zoom or Microsoft Teams with screen sharing, voice, and video conferencing capabilities. Sessions can be recorded for future training purposes.

WINCITE TRAINING. Phoenix Group’s web -based parking enforcement citation manag ement system, WINCITE, training. This class is held at the CITY but can be conducted remotely.

Phoenix Group has conducted WINCITE classes for over 15 attendees at a time without any problems. Based on the group, training on WINCITE takes approximately 1 -2 hours for users 474

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that are completely new to the system. WINCITE training ensures that all users are proficient in the operation and navigation of the system.

WINCITE MOBILE PRO TRAINING. Our “WINCITE Mobile Pro: Enforcement Device Training Course” is for parking enforcement officers. It is taught by our specialists from the Phoenix Group. Training may take between two to four hours. Learning how to issue citations on the newest Android handhelds is extremely easy.

WINCITE ACE TRAINING. Our “WINCITE ACE Training Course” is for code enforcement officers. It is taught by our specialists from the Phoenix Group. Training may take between two to four hours. Learning how to issue citations on the newest Android handhelds is extremely easy.

We also provide in-house training to all our customer service staff, allowing them to provide general information on each CITY’s policies and procedures with the ability to research information and respond accordingly.

TECHNICAL INTEGRATIONS
Your operation requires technology solutions that work well together. We understand the importance of successful integrations and our experienced team will work with you to connect Phoenix Group solutions with the other technologies that power your operation.

You can use our numerous APIs for real -time integration with your systems or schedule batch - file transfers to run unattended. The Phoenix Group permit management system integrates with popular enterprise and accounting systems, records management systems, and license plate recognition systems. Integration can be customized based on the CITY’s needs. The following integrations were recently achieved at Phoenix Group:

• Genetec, Inc. Solutions
• Genetec AutoVu License Plate Recognition
• VenTek International
• Route 1, Inc.
• SOMA Global
• Sun Ridge Systems
• Vigilant Solutions

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DATABASE BACK-UP AND OFF-SITE SECURITY

SYSTEM DESIGN, SECURITY, & UPTIME
Phoenix Group’s processing system , WINCITE, provides security measures that maintain citation and system confidentiality. WINCITE provides multiple levels of security settings from “read-only” to full ability to add and delete users. Security is based on the “need-to-know” of the operator. The init ial implementation plan includes determining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY’s administrator via WINCITE. P hoenix Group is totally cognizant that data security regarding citizen data is of paramount concern. To this end we have implemented the following back up and security provisions:

WEB SECURITY AND CREDIT CARD PROCESSING . Phoenix Group meets all industry approved standards. Phoenix Group implements McAfee® SECURE™ Certified Service. This site is tested and certified daily to pass the FBI/SANS Internet Security Test. The "live" McAfee SECURE seal appears only when a web site's security meets the highest sec urity scanning standards of the U nited States government for Visa®, MasterCard ®, American Express ®, and Discover®. In addition, WINCITE.net is secured using VeriSign’s premier SSL encryption. This means that the website can secure your private information using a VeriSign SSL Certificate.

SYSTEM ACCESS REQUIREMENTS . Phoenix Group’s processing system provides security measures that maintain citation and system confidentiality. WINCITE provides multiple levels of security settings based on the “need -to-know” of the operator. The initial implementation plan includes determining and establishing security levels for all CITY staff. Phoenix Group will advise the CITY in determining system access. Changes to security levels can be done immediately by the CITY’s administrator via WINCITE.

SYSTEM AND DOCUMENT STORAGE . Phoenix Group will retain all citations, regardless of status, in our company database system , unless other arrangements are made with the CITY.

Phoenix Group will store original citations, hard c opies of payment documentation and correspondence, and books and records for seven years. Citations that are in " closed" status with a last transaction on the cit ation being two years or older will be moved from our primary database to an archive database system, to which our clients and staff will still have access. The data can be returned to the CITY if requested.

AUDITS. Upon the CITY’s request, Phoenix Group will hire an auditor to comply with California Vehicle Code Section 40200.3(b). The CITY shall pay the cost of the audit upon the written approval of cost.

SYSTEM BACKUP AND DATA PROTECTION . Data is copied in timed increments to protect from data corruption and allows for a quick restore.

Daily backups are performed seven days a week with a one-week backup stored off-site, as well as one month of data maintained on-site. The backup is maintained on external media.

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Backups:

• Every 15 minutes: Database transaction backup.
• Daily: Entire database backup.
• Daily handheld (WINCITE Mobile Pro) database backups to Phoenix Group’s servers. • Monthly: On-site database backup.
• Weekly: Off-site database backup.
• Database clustering and automatic failover service for critical applications.

Phoenix Group uses Iron Mountain’s ® secure off -site data backup services to ensure quick recovery of vital information in the event of a loss. Off -site media vaulting services to meet the diverse needs of data centers, distributed offices, and remote sites.

DISASTER RECOVERY. Phoenix Group can quickly handle any disaster recovery by restoring any of the services to another server in the event of failure.

• Full and incremental backup processes.
• Cluster database server environment.
• Fail over and cloned server services.
• Off-site backup maintenance.
• Test servers for backup, restore, and data integrity testing. • Hot-swap replacement for key hardware components.
• Advanced file serving services to provide replication and full redundancy of server files for catastrophic loss and replacement.

SYSTEM SECURITY AND PASSWORD PROTECTION . Phoenix Group will maintain citation and system confidentiality by providing adequate security measures. Our programs provide for multiple and customizable levels of user privileges to ensure data access security. PCI Compliant. TLS 1.2 Compliant.

MCAFEE SECURE FOR WEBSITES. Hacker Safe is a third-party software service to secure a Safe Secure Certified Site. This service will test and certify daily that our security has passed the FBI/SANS Internet Security Test.

SECURED PAYMENT PROCESSING GATEWAY. Phoenix Group uses a secured payment gateway for all debit and credit cards for all online transactions. The integration guarantees that payments are processed successfully at the same time, and no information regarding the credit card is kept in the system. Information such as the credit card numbers, amount, and customer name are encrypted and passed to the credit card processor, who then process the payment though the Visa / MasterCard network. All information is captured in real time and accounts are 477

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reconciled on an ongoing basis. All payments are made in compliance with PCI DSS. • Phoenix Group is in compliance with The Family Educational Rights and Privacy Act (FERPA).
• Data is not shared with third parties.

UPTIME / SLA. Since availability is the most commonly used key aspect of service -level agreements, Phoenix Group understands the importance of the target value for the system’s availability. We proudly achieve 99.9% uptime. A combination of local and cloud-based solutions allows for increased application availability.

NETWORK INFRASTRUCTURE. Phoenix Group takes every measure and precaution to ensure that the data is managed and properly protected. We incorporate high-industry standard security with SHA256 data encryption for all our web servers and online systems.

• Advanced MPLS WAN via DSL, Fiber, Ethernet, and Wireless. • Dual Managed Firewalls with Intrusion Detection Service and Intrusion Prevention Service.
• SHA 256, TLS1.2, PCI DSS Compliant.
• Fully Redundant, Data Grade Power.
• Private Virtual LANs to isolate a user from the rest of the broadcast domains. • Virtual Routing and Forwarding (VRF) technology to segment network traffic over multiple routing tables simultaneously on a single router. • VPNs to securely extend a host/network by tunneling through public or private networks. • Multi-Factor Authentication.
• Managed Privileged Access.
• Managed Administrative Credentials.

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APPENDIX A – PERSONNEL RESUMES

ROBERT T. MURPHY, President – 34 Years of Experience
Mr. Robert Murphy has served as President of Phoenix Group Information Systems since its founding in 1988. He has been instrumental in providing vision, leadership, and innovation, and has led Phoenix Group in continued, substantial growth. In his position of President, Mr.

Murphy’s focus is to ensure ongoing contractual compliance and oversee operational and financial controls for Phoenix Group’s clients. His background includes many years of audit experience with internationally recognized public accounting firms. His experience has given him a broad range of first -hand knowledge in the planning, budgeting, control, and operations of a variety of financial and operational environments.

CLAIRE MURPHY, Vice President & Project Manager – 15 Years of Experience Claire is responsible for the broad oversight of Phoenix Group’s ongoing operations and maintains direct supervision of the Company’s business development unit. In addition to business management, Claire has functional experience in operational and financial management, marketing, and product line management. Claire earned a Master of Business Administration from New York University in 1997 and is fluent in English, French, and Italian.

She will be responsible for working directly with the CITY a nd is responsible for contractual oversight and performance integrity, internal oversight of operational processes, and development and implementation of the False Alarm Management System. Features include multiagency, multitiered fine schedules, permits, and renewals ordinance and community outreach.

ERSIN KIVILCIM, Director of Information Technology – 20+ Years of Experience Ersin is responsible for the oversight of Phoenix Group’s research and development efforts.

Ersin has over 20 years’ experience in computing and network infrastructure. Responsible for automating operations in development and production environments. Provide gu idance and support for development activity. Design and implement highly available distributed architecture for hosted infrastructure. Ersin and his team handle all database operations including daily, weekly, and monthly file transfers to and from clients , the Department of Motor Vehicles , collections, and the Franchise Tax Board . Ersin and his team are responsible for database programming and all custom development associated with the individual agencies using the citation management system and false alarm management systems.

RAQUEL BELMAN, Senior Client Services Manager – 11 Years of Experience Raquel has successfully administered and directed the setup and operations of more than 250 accounts throughout the State of California. Bilingual in both English and Spanish, Raquel is responsible for providing all the reports for the CITY. Her main goal is to ensure the success of the programs through complete customer satisfaction. Raquel is the main point of contact for daily operation tasks and will assist on daily support. Raquel is also the point of contact for new services needed. Responsibilities include project management for software and content -based projects, managing client expectations, ensuring clients adhere to contracts, and training client users on system software as needed. Raquel’s aim is to enhance the experience that our clients receive through personal attention, by dedicating time and understanding to their unique needs.

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ALMA MOZO, Administrative Lead & Accounting Supervisor – 13 Years of Experience Alma is responsible for managing the accounting department staff and daily schedule. As supervisor, she is responsible for ensuring that deposits are prepared and ready to be couriered to our client’s banks daily. In addition, her department is responsible for preparing all invoices to go to our clients and reconciling the joint escrow bank accounts that Phoenix Group manages for our clients. Finally, Alma is responsible for reviewing all the reports that are available to our clients mont hly. These reports reconcile deposited funds, including the Written/Deposited Reports, Payment Reports, and Refund Request reports.

CATHY GARCIA, Permit Technical Specialist – 7 Years of Experience Directly responsible for online permit management, permit registration and fulfillment, billing and payments, and document specialist. On a daily basis , Cathy performs quality control for all aspects of the Online Permit Management System . She will ensure customer service is maintained at the highest level, dire ctly working with CITY s taff to improve content on all mailings, email, and communication, allowing for more effective public awareness and parking analysis for the CITY.

BELEN CRISOSTOMO, Operations Supervisor – 8 Years of Experience Belen c ompletes oper ations by developing schedules , assigning, and monitoring work , implementing productivity standards , resolving operations problems , and implementing new procedures. Belen accomplishes staff job results by conducting training, implementing policies, and pro cedures with staff and agencies. She p rovides quality service by enforcing superior customer service standards. Her key role is supervising compliance with the CITY business rules and California Vehicle Code . Daily operational assistance, including citatio n adjustments, Department of Motor Vehicle (DMV) access, and real-time DMV lookups. She also handles daily adjudication assistance, hearing officer scheduling , and first-level administrative review dispositions.

Customer Service Representatives – 100+ Years of Combined Experience Our customer service representatives handle ongoing daily duties, including answering all incoming phone calls and providing resolutions to citizen inquiries. The customer service representatives are experts in permitting, billing, and citation appeals. 480

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APPENDIX B – FEE PROPOSAL

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APPENDIX C – ALL SERVICES OFFERED

Services for the above-mentioned items include:
✓ Data entry of manually entered citations performed within 24 hours of receipt. ✓ Quality assurance verification of manually entered citations. ✓ Scanning of all manually written citations into our network for storage and ease of retrieval. ✓ Bi-monthly shredding of manually written citations.
✓ Electronic transfer of all electronically written citations, recordings, videos, and photographs.

Delinquent Notice Cost: Services for the above-mentioned item include:
✓ Semi-custom notice that is printed on an 8½” x 11” piece of paper with a perforated tear-off payment stub provided in a windowed envelope.
✓ All notices are attached to the citation online and are viewable via the web. ✓ All notices sent via First-Class Mail®, postage included. ✓ All notices include a return envelope in which the responsible party may submit payment.

Delinquent Collections: Services for the above-mentioned item include:
✓ This fee will be assessed, assuming a First Notice has been sent to the responsible party and the citation is not on hold for any reason.
✓ All notices are sent via First-Class Mail and all notices are printed on an 8½” x 11” sheet of paper and folded into a windowed envelope; in addition, a windowed envelope is provided for the recipient to return payment.
✓ All notices are attached to the citation online and are viewable via the web. ✓ If PHX does not collect on a citation that is delinquent, the CITY does not owe this fee. ✓ Notices will be sent via First-Class Mail, and PHX will be responsible for the cost incurred and all customer service.

Franchise Tax Board Processing: Services for the above-mentioned item include:
✓ SSN Look-Up: This fee will be assessed to lookup a Social Security Number (SSN) associated with a particular responsible party and address. This charge is charged per unique SSN, not per citation. ✓ FTB Collections: This fee is charged if a citation is paid at the Franchise Tax Board. ✓ This charge is not combined with any other charge; for example, if a citation is rolled to delinquent status and paid at FTB, only the 15% of revenue collected will be charged.

Collections: Services for the above-mentioned item include:
✓ This fee is charged if a citation is paid at collections. ✓ This charge is not combined with any other charge; for example, if a citation is rolled to delinquent status and paid at collections, only the 23% of revenue collected will be charged.

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Adjudication Services: Services for the above-mentioned item include:
✓ Scanning and scheduling of hearing.
✓ PHX will review all documentation received by the appellant and determine whether the request is received within the required timeframe.
✓ If the request was received within the required timeframe, PHX’s Adjudication Department will place the citation on an Administrative Hearing Request Hold and scan all received documentation into the solution where it is displayed on the web for the CITY’s staff and the hearing officer. ✓ If the request is received outside the required timeframe, the CITY will have the option to proceed as though the request was received within the timeframe or it may elect to have PHX send a “time expired letter” rejecting the appeal.
✓ PHX will work with the designated hearing officer to schedule the hearing based on either a pre- determined schedule or an ad hoc basis, depending on the CITY’s schedule.

Hearing Schedule & Disposition Letters: Services for the above-mentioned item include:
✓ PHX will send a custom disposition letter to the appellant via First-Class Mail. ✓ All letters are attached to the citation online and are viewable via the web. ✓ Disposition letters will be sent Monday – Friday.

Online Access for the CITY’s customers/public: Services for the above-mentioned item include:
✓ View real-time citation data.
✓ Pay for a single citation or multiple citations.
✓ Accept payment via VISA®, MasterCard®, Discover®, and American Express® credit/debit cards. ✓ Request a hearing online and attach up to three supporting documents. ✓ Print a receipt.
✓ View pictures of the citation taken by the issuing officer (if the CITY allows).

Online Access for the CITY’s staff: Services for the above-mentioned item include:
✓ Access to the CITY’s data based on unique usernames and passwords assigned to everyone who requires access to the system. PHX does not limit the number of individuals who have access to the system and the number and types of access can change at any point with a simple email request to PHX. ✓ Our solution is setup to maintain a complete audit trail for each transaction in the system so that the username is displayed next to every transaction in the system, indicating who performed the transaction and when. Dependent on the access rights provided to each CITY staff member, the following capabilities are available:
✓ View real-time citation data, including pictures taken by the issuing officer. ✓ Accept payment via VISA, MasterCard, Discover, and American Express credit/debit cards. ✓ Accept payment via cash, check, or money order.
✓ Process NSFs, chargebacks, and refunds.
✓ Reduce or increase violation amounts, dismiss citations, void citations, and place a citation on hold. ✓ Change citation data, including violations, date, time, location, comments, and others. ✓ Generate a time expired or letter of non-responsibility for a citation in the adjudication process. ✓ View the complete reason for the hearing request and supporting documentation provided by the appellant directly online.
✓ Edit appellant information.
✓ Upload disposition documents sent to the CITY via the United States Postal Service (USPS). ✓ Add a note to a citation and see all comments added to the citation. ✓ View the reason for the Second-Level Administrative Hearing Request online and view the supporting documentation provided by the appellant, directly online. ✓ Print a receipt with or without responsible party information. 483

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Reporting: Services for the above-mentioned item include:
✓ PHX offers 24 reports online for our clients to generate, print, and re-print 24/7. We provide real-time reports that can be generated for any timeframe required and we provide pre-processed and month-end reports that reflect the month-end view of data.
✓ All reports are available online through our WINCITE software solution. ✓ All reports generated are available in both Portable Document Format (PDF) and Microsoft Excel® format.

Manual Payment Processing: Services for the above-mentioned item include:
✓ Manually received payments (checks, cash, money orders, and credit card payments sent via USPS) are received at our Post Office Box in Santa Ana, where a bonded and insured courier picks up the mail daily and delivers it to our Santa Ana office.
✓ On-site Mail Department opens, sorts, and batches the payments before providing them to our on-site Data Entry Department.
✓ After double-blind entry of each payment, the citations are updated by our Quality Assurance Team. ✓ Payments are then provided to our Accounting Department where daily deposit slips are completed and provided to a bonded, insured courier who takes them to the bank.

Customer Service: Services for the above-mentioned item include:
✓ PHX provides a live, bilingual, on-site Customer Service Department that is fully trained to answer questions related to citation issuance, payment, adjudication, FTB, and collections. ✓ All calls are recorded for quality assurance and recordings can be sent to the CITY at any time for review. ✓ PHX’s IVR is bilingual and accessible via several toll-free numbers; the IVR provides real-time information to the caller regarding current status, including the amount due. ✓ The IVR accepts VISA, MasterCard, Discover, and American Express.

Web Presence: Services for the above-mentioned item include:
✓ PHX Solution is 100% web-based: paymycite.com/lynwood; this is a custom website for the CITY for complete transparency. This website allows for the CITY and the CITY’s customers to access citations online.
✓ PCI complaint with a TLS1.2 encryption level. McAfee® Secure™, Trustwave®. ✓ Web Content Accessibility Compliance: WCAG20- 20081211/ Level AA, Section 508.

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Electronically Submitted to:

CONFIDENTIAL INFORMATION DISCLAIMER:

This proposal contains certain confidential and valuable information in the form of ideas, knowledge, concepts, processes, plans and trade secrets that belong to Turbo Data Systems, Inc. In accordance with the California Public Records Act, this confidential infor mation shall not be disclosed outside the agency and shall not be duplicated, used, or disclosed in whole or in part for any purpose except in the procurement process. Confidential information contained in this document is noted on each applicable page or image. Serious a nd irreparable competitive disadvantage in future procurements could result from the release of any confidential information contained in this proposal. Please notify us immediately, in writing, if there is a request for disclosure of any confidential information, so that we will have an opportunity to participate in any disclosure discussions. 485

Turbo Data
Systems, Inc.

Premier Parking Citation
Processing Solutions
1551 N Tustin Ave.

Suite 950
Santa Ana, California
92705
T: 714.573.5757
F: 714.573.0101
210 N. 4th Street
Suite 150
San Jose, California
95112-5569
T: 408.971.1238
F:
408.918.0973
www.turbodata.com

August 14, 2023

Electronic Submission to City of Lynwood via Planet Bids

Turbo Data Systems, Inc., (TDS) is pleased to present our proposal for services to the City of Lynwood.

TDS has been a constant in the California Parking Industry for over 35 years for two primary reasons; service and results. We provide cus
tomized, unified, fully integrated products and solutions that are proven to be very cost effective and user friendly. TDS consistently collects higher revenue percentages for our customers than other vendors can. TDS utilizes NLETS (to retrieve out‐of‐state registered owner information), Franchise Tax Board collection, and ICS colle ction services to accomplish this. We achieve 85‐95% revenue collections for clients utilizing all collection options.

Our ticketPRO Mobile solution provides real‐time access and sharing of citations and photos for the city and the public. The enforcement software was developed with input from California parking officers throughout the State and pr ovides a fast, easy and efficient enforcement experience. Our leading software has a powerful ALPR feature that provides speed, accuracy and cuts down the ticket time to 20 seconds or less.

TDS provides many functionally related services to our customers, including Parking Permits, Parking, Administrative and Traffic Citation processing, ticketP RO mobile, RIPA solutions, etc. In addition, real‐time integration with many industry leaders for pay‐by‐phone and pay‐station/meter products is already built‐in and available. The city can be confident that they can leverage our services and integration should they adopt these products for their processing solutions.

A major compone nt for client retention is a direct result of our experienced, responsive customer service staff.

We share the back‐office work with the city to allow the most effective use of their time. The average tenure of our key members is over 18 years. TDS personnel are experts on e verything related to parking and the California Vehicle Code.

TDS is a 100% woman‐owned company, and we are a certified State of California small business serving over 150 California municipalities and colleges. Most of our customers have remained with TDS for well over 20 years. I encourage you to consult with our references on our unm atched level of service.

This proposal is our best effort to be competitive while at the same time providing the highest level of service.

All prices quoted in this proposal are valid for ninety (90) days from the date submitted.

I can be reached at (714) 368‐48 08 or [email protected].

Sincerely,

Roberta J. Rosen
President

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 3 Table of Contents
A. Cover Letter ...................................................................................... 2 B. Qualifications of the Firm ...................................................................... 4 History .............................................................................................. 5 Turbo Data History’s Timeline .......................................................... 5 Financial Condition ........................................................................... 5 References ....................................................................................... 6 C. Assigned Representatives ................................................................... 8 Organizational Chart ......................................................................... 8 D. Work Approach ................................................................................... 9 Parking Citation Management ......................................................... 9 Administrative Citation Management ............................................. 18 Permit Management System ......................................................... 19 Citation Collections Services ......................................................... 21 Network Infrastructure ................................................................... 22 Implementation Plan ...................................................................... 24

E. Appendices ..................................................................................... 27 Corporate Officers ......................................................................... 28 Key Associates .............................................................................. 29 Exhibit A – Fee Proposal ............................................................... 31 Pricing Details ............................................................................... 32

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 4 B. Qualifications of the Firm
Turbo Data Systems, Inc. (TDS) proposes to provide the City of Lynwood with a comprehensive, and flexible processing and management solution for services. It is important to recognize the benefits of having a vendor/partner that will handle all your needs efficiently and effectively while increasing collections and improving custome r service. Our reputation for excellent customer service and technologically advanced services are benefits our customers and the public have come to appreciate and expect.

List of our diverse products and services:

Full line of Services: Cloud services:
• Parking Citation Processing
• Admin Citation Processing
• Permit Management and Fulfillment
• Traffic Citation Processing
• Online - Paperless Appeals
• Administrative Adjudication Services
• Interactive Voice Response System
• Internet Credit Card Payments & Info
• Notice/Correspondence
• Cashiering Systems
• Banking Services
• Special Delinquent Collections
• Franchise Tax Board Collections
• CA DMV Interface
• NLETS Interface
• Digital Archiving

• ticketPRO™ Web Customer Citation Portal
• ticketPRO™ Web Services API
• ticketPRO™ nFORCER Parking
• ticketPRO™ nFORCER Traffic
• ticketPRO™ nFORCER Code
• ticketPRO™ Reporter
• pticket.COM Payments & info
• eAppealsPRO Web Contesting
• reportNet Online Reports
• turboINSIGHTS Dashboard
• fieldTRACKER Locate and Dispatch
• notifyLPR ALPR Integration
• getaPERMIT Management Portal
• Partner Integrations
• Court Integrations
• RMS Integrations

The difference between processing agencies will become apparent with our customer service, which is not always easy to quantify:

• Is there always someone available to take citizen calls during business hours? • Are citizens treated with respect when contacting the call center? • Is information provided by the system accurate and up to date? • Are client requests completed in a timely manner?
• Are phone calls and emails addressed quickly and efficiently?

All these items are priorities at TDS. We know that we are representing the client and we do not take that responsibility lightly.
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 5 History
Turbo Data Systems, Inc. (TDS) has been a leading service provider for citation processing in California since 1985. We are a privately held company, with two offices and thirty-two employees to effectively serve our California clients. Our Corporate headquarters is in Tustin, Californ ia. Our northern California office, the Office of Parking Violations (OPV), located in San Jose, within walking distance to San Jose City Hall.

TDS is 100% woman-owned, and we are a certified State of California small business serving over 140 California municipalities and colleges. All our clients have experienced the reliable, flexible, and innovative solutions that TDS offers.

TDS parking customers range in size and issue from 500 to 250,000 citations annually. Parking citations are processed per California Vehicle Code and local municipal code.

Turbo Data's History Timeline
• 1985 – Turbo Data Systems, Inc. founded.
• 1985 – Roberta J. Rosen is CEO/President of TDS and still is today. • 1993 – TDS offers adjudication services with notices integrated into citation system. • 1996 – TDS adds delinquent collections for parking citations through Innovative Collection Services. • 1998 – TDS opens second office in San Jose to service Northern California customers. • 2001 – Online credit card payments for the public through pticket.com. • 2003 – Agency Reporting made available online through the TDS Parking Portal. • 2005 – ticketPRO Mobile is introduced. Handhelds are fully serviced and supported by TDS. • 2006 – Franchise Tax Board Collections added as a TDS service. • 2007 – eAppeals Online appeals for the public. Reviews/decisions entered online. • 2008 – TDS adds Administrative Citation Processing Services and Collections. • 2010 – eAppealsPRO: Cloud-based Agency Custom Review of Online and Mailed-in appeals • 2012 – Nlets approves TDS to become a strategic partner. • 2012 – ticketPRO mobile: Smartphone, Always-Connected, real-time citation issuance. • 2015 – getaPERMIT Parking Permit Management.
• 2016 – eCitations for moving violations.
• 2017 – eCitations for Admin/Code Enforcement violations. • 2018 – Electronic Fare Evasion issuance with ticketPRO Mobile and nFORCER hardware. • 2019 – Turbo Insights Analytics Dashboard.
• 2020 – Field Tracker Mapping - Locate and Dispatch.
• 2021 – RIPA Racial & Identity Profiling App.
• 2022 – ticketPRO Parking for iOS. TDS

Financial Condition
TDS is a private company that does not publish or disclose its’ financial information. Should we be a finalist, we will provide the requested information.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 6 References

Proprietary and Confidential
Do not Distribute

City of Newport Beach
Janine Williamson
Revenue Division
(949) 644-3142
[email protected]
100 Civic Center Dr.

Newport Beach, CA 92660

Newport Beach contracted with TDS in 2016. Prior to the contract, the City used four separate processing companies to combine their parking processing. After a thorough review and multiple interviews, TDS was chosen from among 12 major processing vendors. They issue 64,000 parking citations and 4,000 permits annually.

Permit Management and Fulfillment ticketPRO mobile ticket writers Out-of-state Citation Processing Innovative Collection Services Credit Card Payment Processing Franchise Tax Board Services In-state Citation Processing Adjudication with eAppealsPRO Administrative Citation Processing
Culver City
Gabe Garcia
Traffic Engineering Analyst
(310) 253-5600
[email protected]
9770 Culver Boulevard
Culver City, CA 90232
The City of Culver City has been a TDS client since July of 1993. They issue approximately 37,000 parking citations and over 17,000 residential, guest, and temporary permits a year. TDS provides the following parking citation processing services to Culver City:

In-state Citation Processing eAppealsPRO paperless appeals Nlets Out-of-state Citation Processing Credit Card Payment Processing ticketPRO mobile ticket writers Innovative Collection Services Permit Management Franchise Tax Board Services
Hearing Officer Services
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 7 Proprietary and Confidential
Do not Distribute

City of Bellflower
Joel Hockman
Director of Public Safety
(562) 925-0124
[email protected]
16600 Civic Center Drive
Bellflower, CA 90706

The City of Bellflower joined TDS in 2015. They added Yard Sale Permit Services in October 2016 and in September 2019 added residential and RV/Trailer permits. Bellflower issues 35,000 parking citations and 900 Yard Sale permits annually. TDS provides the following services to the city:

Permit Management eAppealsPRO paperless appeals
In-state Citation Processing Credit Card Payment Processing Out-of-state Citation Processing Innovative Collection Services Adjudication Processing Franchise Tax Board Services
ticketPRO mobile ticket writers Payment Collection
City of Pico Rivera
Luis Ramos
Parking Enforcement Coordinator
(562) 801-4413
[email protected]
6615 Passons Blvd.

Pico Rivera, CA 90660
Pico Rivera joined TDS in 2017. They issue approximately 500 permits and 20,000 parking Citations annually.

Permit Management Innovative Collection Services
In-state Parking Citation Processing Franchise Tax Board Services Administrative Citation Processing Adjudication Services City of Compton
Anthony Ward
Community Improvement Svcs. Director
(310) 310-605-6317
[email protected]
205 S. Willowbrook Ave.

Compton, CA 90220
Compton joined TDS in 2019. They issue 60,000 parking citations and over 1,000 admin citations annually.

Parking Citation Processing Innovative Collection Services Administrative Citation Processing Franchise Tax Board Services Adjudication Services
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 8 C. Assigned Representatives

Organization Chart

Turbo Data Systems, Inc. Corporate Officers and Key Personnel are fully proficient in our services and systems as well as parking processing requirements in the State of California. The average years of experience for our key staff is over 20 years each in the parking industry. .

Proprietary and Confidential
Do not Distribute

Responsible representative for the City of Lynwood:

Elie Sleiman
Vice President/Chief Technology Officer

Alternative representative for the City of Lynwood:

Doug Amos
Client Services Manager

****************

Complete resumes in Appendices

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 9 D. Work Approach

TDS's approach will focus on supporting the specifications in the RFP. TDS will first work with the city to identify priorities and the order in which the implementation should be and remain focused on. TDS will assign all resources necessary to ensure the success of this project including our executive team, our project management team as well as our HQ. TDS will leverage our extensive experience , which spans over 35 years in on -boarding new customers and expanding and deploying new products and services. Compliance and zero -disruption will be our primary goal.

TDS will use phone, email, and online meeting tools to communicate with city staff throughout this process. When appropriate and needed, in-person meetings will also be managed.

Parking Citation Management

Automated Transfer and Upload of Citations
ticketPRO mobile customers enjoy immediate upload of citations as they are written. Errors detected from automated citation entries (discrepancies in violation amounts, violation codes, lack of required information, etc.) are reviewed and corrected. Duplicate citation numbers are not entered into the system. They are reported out for investigation.

TDS works directly with the city to coordinate and implement any changes. TDS also accepts electronic transfers for administrative citations. Transfer files can be scheduled to be received or picked up from the city. Data is reviewed for any discrepancies and the city department is contacted for clarification.

Data Entry from Manual Citations
Manual Administrative and Parking citations are forwarded to TDS via mail or scan. All manual citations are entered into the database within two working days of receipt. All citation transactions are entered online with tight controls to prevent errors.

Each batch of citations is entered into a log for tracking through the process. The date of receipt and who received it, the data entry operators’ ID, and the date it was keyed, the count of citations in the batch, the filing person’s ID, and the date it was filed are all tracked on the log. This citation batch log is updated as the batch goes through the process. The log is a tool for supervisors to verify that all work is completed in a timely manner. Editing capability allows corrections for all citation information fields.

Manual citations not processed due to incorrect or missing information are returned to the city for clarification.

Entry of disposition and other non -citation information is also a criti cal step in the processing cycle. Citations that have been dismissed by city staff are updated to reflect the reduction or cancellation action that has been taken. Also, suspensions and extensions are recorded when requested in writing by the city. Dismissals, suspensions, and extensions are processes that can be performed either by city staff or by TDS.

TDS scans all manual citations and are easily accessible by the city using our ticketPROWeb and Online Appeals systems.

TDS files all hard copy citations and can provide these documents upon request by the Agency.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 10 Customer Service Call Center
TDS Customer Service Representatives are available during our normal business hours (8:00 am – 5:00 pm). TDS employs and trains staff with the ability to respond to calls received in English and Spanish. Assistance is available for Administrative Citations, Parking Citations and Permits. Call center representatives also support the public on permit inquiries via email.

We provide in-house training to all our Customer Service staff allowing them to provide general information on city policies and procedures with the ability to research information and respond accordingly.

In addition, the staff is also trained to manage complaints professionally and provide information on all levels of the administrative adjudication process. Where specified information on violations, code compliance or property inspections are necessary, our representatives will refer callers to the appropriate city department number and/or office location.

TDS can enter “Notes” on a citation record or permit account as calls are taken in instances where specific information will be helpful for future reference. All “Notes” entered can be viewed and/or printed by the city and TDS staff.

Supervisors within the Customer Service Department can monitor all calls received. This is helpful not only for training purposes, but also for support, should the call need to be escalated.

Interactive Voice Response Systems (IVR)
TDS’ Interactive Voice Response system (IVR) provides real-time, detailed citation information linked to the Agency’s database. Each caller has the option of hearing the information in English or Spanish, The IVR allows parking citation recipients 24/7 access (with a brief interval maintenance occurring between 12:00 midnight and 1:00 a.m.). The public can inquire by citation number or license plate number and obtain the issue date, citation number, delinquent date and amount due on all open citations.

The system has the unique ability to relay contesting status on citations in the adjudication process.

Pre-recorded, City of Lynwood specific information includes a greeting, the address for mailing a payment, making a p ayment over the Internet, instructions for contesting a citation and instructions for correcting equipment violations.

Options for reaching a Customer Service Representative are also available through this system during business hours.

Staff Support
TDS provides in-house staffing for all aspects of processing parking citations during normal business hours. All key contacts direct phone numbers and emails are provided to the City’s contract administrator and all designated City staff.

User manuals for the citation system are provided during training sessions and clearly identify all steps required to access and use system information.

Initial training is provided for all systems to be used. Additional training is provided to the city as requested throughout the term of the contract.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 11 Technical Support
TDS provides City staff with telephone support between 8:00am and 5:00pm Pacific Standard Time (PST), Monday through Friday, except TDS’ holidays. Multiple direct contact numbers for key staff and management are provided. Our staff follows up on client requests to ensure an effective solution is provided in a timely manner. With permission, we can conduct remote support sessions to assist or train users when necessary.

Support via email is also available during normal hours and monitored before and after hours and weekends by key personnel. TDS provides special customer service and technical support emails which are viewed by primary staff and operations to ensure requests are responded to quickly, usually in minutes.

Correspondence Processing
A courier picks up mail each weekday from a Post Office Box provided by TDS. The mail is taken to our Tustin office where the payments are processed immediately. All information entered is updated in real-time. All mail received at TDS is sorted by category (payments, correspondence, etc.). Correspondence related to citations is opened and forwarded immediately to the appropriate department for further investigation by staff experienced in identifying and separating contesting information from complaints.

All correspondence is processed within two (2) business days of receipt. Envelopes for all correspondence are stamped with the date received and kept with the source documents to validate the posting dates used for processing.

Upon receiving unidentifiable payments or incomplete information from a citizen, TDS staff requests additional information or documentation when necessary. All correspondence mailed to citizens on behalf of the Agency is automatically laser printed by the system and documented in the system for future reference.

All correspondence to the public provides complete citation information, amount due and instructions regarding how to make a payment. A bar-coded, pre-addressed stub is included for payment and documentation return.

Vehicle Change of Ownership/Rented Vehicles (Parking)
Daily updates are performed on citations when a change of ownership or notification of a rental with bona fide proof is r eceived. All prior name information is kept on the system for historical reference. Once these updates are made, another notice is mailed to the new responsible party.

Payment Processing
Payments are sorted by postmark date and processed each day. Audit controls are in place to ensure accountability of all transactions and monies for payment processing, from initial receipt through final resolution and filing.

TDS staff do all payment processing in-house. Payment batches are balanced and reconciled at three separate steps of our process. Payments are processed into the system within two (2) business days of receipt. To reduce the number of refunds required to be processed by the Agency’s finance department. TDS does not accept duplicate payments or payments attempting to be made toward citations which are already closed.

All payment documents are stored in an easily retrievable format. Payment documents are stored for two years and then periodically shredded.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 12 Unmatched Payments
Our system accepts payments for citations that are not yet in the system. Basic information about the citation is entered into the database with the payment. Upon receipt of the original citation, the basic information entered with the payment is compared fo r accuracy, then merged with the issued citation and all other data fields are updated.

Partial Payments and Returned Checks
A second notice is mailed for bounced checks (adding a returned check charge to the system that is established by the Agency), and for the balance due on partial payments or payment plans. If no payment is received on these second notices, the system continues processing the citation through the penalty phase and additional notifications.

Due Date Extensions
The system has the capability to accept suspensions or due date extensions when requested by the Agency.

These can be entered by the city or by TDS upon request.

Payment Plans
TDS has a payment plan to support AB503 legislation. The plan will take into consideration indigent and non-indigent individuals. Plan requests will be submitted to the Agency for review/approval/denial.

TDS will mail correspondence of the Agency decision. Payment Plans will support recurring payments, waive fees for indigent, length of plan and minimum payments due. If a plan defaults prior, the system automatically resumes the citation process (DMV, Collections, etc.). TDS provides required city specific online information or city link for AB503 indigent payment plans on pticket.com.

Depositing of Agency Funds
TDS scans checks and deposit parking funds into the city’s bank account or an escrow established by TDS for the City. This method is safe, secure, and efficient. If the city chooses deposits directly into their account, check scanning hardware and software is provided by the city.

Credit Card Payments
TDS provides a toll-free telephone number for the public to inquire and take credit card payments on citations.

Payments by Credit Card are accepted 24/7. This number is unique for your city. Customized city agency information is provided when callers reach this service. Pre-recorded, agency information includes the address for mailing a payment, making a payment over the internet, instructions for contesting a citation and instructions for correcting equipment violations. Options for reaching a customer service representative are also available through this system. The system secures immediate authorization from the processor, with immediate updates to the citation status. All TDS credit card processing platforms (Web & Phone) are PCI compliant.

For online payments, an email is generated to the payee on the web with their unique confirmation number/payment information. Monies collected are processed into a merchant account established by the city.

TDS performs daily reconciliations to validate all credit card transactions.

Registered Owner Name Retrieval (Parking)
TDS has a direct online interface with the California Department of Motor Vehicles (DMV) for the retrieval of registered owners' names and addresses for California vehicles. Requests for registered owners are submitted to the DMV each business day. Multiple citations issued under one plate or VIN may have different registered owners depending on the issue date of the citation. Most registered owner information is retrieved within 24-48 hours of a citation being entered.
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 13 During the name retrieval process, the vehicle make on file with DMV is obtained and compared with the make from the original citation. Discrepancies are reported and investigated to ensure the lic ense has been entered correctly. Upon correction the citation is once again eligible for DMV name retrieval through our automated system.

Also, during the name retrieval process, the full vehicle identification number (VIN) and the registration expiration date is retrieved and placed on the system. This allows a comparison of the last 4 of the VIN on the citation with the VIN from the DMV and the registration expiration date on the citation with the registration expiration date at the DMV. These are important tools to verify that the license plate on the citation was recorded properly and that the correct violator is pursued.

When a name and address is not available from the DMV on the first inquiry, multiple attempts are made until we successfully obtain an R/O or at a minimum nine (9) attempts. Corrections are made when necessary and the DMV name retrieval process continues. This process has been successful in ensuring accuracy and increasing both our DMV Hit Rate and our collection rate.

Updates are conducted on citations when a change of ownership or notification of a rental with bonafide proof is received. All prior name information is kept on the system for historical reference. Once these updates are made, another notice is mailed to the responsible party.

Out-of-State Registered Owner Name Retrieval (Parking)
A Registered Owner inquiry is generated for citations issued to vehicles registered outside California. TDS currently has agreements to retrieve registered owner information from all DMVs in the United States, Washington DC, and Canadian Provinces that allow retrieval of registered owner information. TDS is a strategic partner/member of Nlets (National Law Enforcement Telecommunications System). like Clets, but on a national basis. Nlets allows electronic access for all 50 states for vehicle registered owner information. Non - California registered owner names are retrieved quickly and without delay. All specific out -of-state activities (generation of inquiries, sending inquiries, update of citation records with name and address information), are functions of the out-of-state process and happen automatically.

DMV Registration Holds/Releases (Parking)
TDS can inquire/update DMV records and Disabled Placards on demand based on a request by the Agency.

This eliminates the need for issuing abstracts on closed citations. The DMV is notified each business day to modify the amount due on citations already on DMV hold that receive a partial payment. DMV Status Reports are published monthly for citations placed/released from DMV hold. A report of payments made at the DMV is provided to the Agency for reconciliation.

Custom Notices and Letters
Our professionally printed notices are printed in color and were designed for ease of reading and providing important information to the public, as well as containing all information required by the California Vehicle Code.

Our notices meet all current requirements for size, proportion and weight as defined by the USPS.

All notices, letters, and postage are provided by TDS and mailed using first -class mail. Parking and Administrative violation notices are mailed based on their own Agency -determined schedule. DAC and Lugo violation notices are sent to both violators and owners when they are separate individuals. All mailings are imprinted with the post net barcode and FIM markings as requested by the USPS.

Using the Postal Service National Change of Address (NCOA) database allows TDS to ensure the most rapid and accurate delivery of notices.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 14 This feature allows the new address of respondents that have moved (and filed a notice with the USPS) to be directly printed on the notice form as it is mailed, to eliminate the time delay normally encountered by the mail piece going to the old address, getting a forwarding sticker, and then going to the new address.

Mail returned as undeliverable is tracked and identified as returned mail on the inquiry screen. All notices contain information required by the California Vehicle Code or Agency Municipal Code.

• Issuing Agency & Description
• Phone Number for Inquiries/Questions
• Registered Owner Name & Address
• Property Owner or Violator/Tenant
• Vehicle State & License Plate Number
• Vehicle Registration Expiration Date
• Vehicle Make/Color/Full VIN
• Citation Number, Issue Date & Time
• Violation Location
• Notice Mailing Date
• Violation Description
• Due Date
• Amount Due Before Due Date
• Amount Due After Due Date
• Consequences of Late Payment
• Consequences of No Payment (DMV Hold)
• Scofflaw/Repeat Offender Repercussions
• Payment Mailing Address
• Return Envelope
• Payee Name
• Inquiry/Payment Website Address
• Instructions to Clear/Contest Citation

A unique feature of our system is the ability to modify the agency-specific text that is printed on the notice. This allows the Agency the flexibility to change the text should policies or procedures change (i.e., hours of operation, etc.).

TDS has contracted with InfoSend, Inc. to print and mail our notices since 2004. We electronically transmit our notice files, and they duplex and color print, fold, stuff and mail our notices out of their facility with their modern and very rapid equipment multiple times each week. InfoSend, Inc. mails out over 35,000 letters and notices for us each week. Their main production facilities are in Anaheim, California and serve cl ients which include municipalities. They provide a backup facility for printing and mailing. Working with InfoSend, Inc. allows us to take advantage of their ability to pre-certify addresses using the USPS NCOA database. Utilizing a vendor that specializes in mailing services increases our compliance with ever- changing postal regulations and ensures our notices get into the mail stream faster and with the most accurate postal bar-coding.

Client Online Access - ticketPROWeb
Cloud-based access is available to the city using a web-browser and a secure Internet Connection 24/7. Real- time access offers our clients the most current database information. All transactions such as citation records, payments, dismissals, administrativ e adjudication information, notes, registered owner information and all other citation data are immediately displayed and can be printed if desired.

ticketPROWeb allows retrieval of information by citation, license plate, ID, location with wild-card search, name, and VIN. The search results can be sorted or used to select individual citation details, plates, or registered owner names. Results can be filtered by citation status types of All, Open, Delinquent and Closed. Searches can also be done by predefined or custom date periods.

Included Notice Form
Information
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 15 Our citation details screen contains all pertinent information on each citation:

• Citation Date/Time
• Violations and Fines
• Location of Violation
• Current Status
• Vehicle Information
• Notices Mailed and Dates
• DMV Vehicle Make
• DMV Registration Expiration
• DMV Registered Owner Name/Address
• Responsible Party Name/Address
• Contesting Dates and Results
• Payment and Collections History
• Payment and Collections History
• DMV Vehicle VIN

Processing of Administrative Review Requests (Parking)
Our Administrative Appeals process was designed to save our clients a significant amount of time, relieving the staff of the day -to-day clerical tasks associated with the process, and to provide an org anized, efficient, and professional way to process their appeals.

TDS’ Administrative Appeals processing tracks relevant dates, automatically interfaces with, and updates the citation system, provides adjudication status on our IVR (automated telephone system) and pticket.com (public website) and mails all notifications. We provide the scheduling of hearings and mail all required hearing notifications.

Benefits of Using TDS' Adjudication Services
Automatically tracks each citation through the adjudication process Dispositions (liable, not liable, liable for a reduced amount, etc.) are updated automatically Custom decision codes entered online
Automatically post refunds to the citation database on dismissed citations that are already paid, and generates a request for refund
Automatically tracks due dates for contesting as described in CVC 40215 by interacting with the citation database and the specific citation data
Interacts with other automated systems - IVR and public website - pticket.com Public can appeal online with the ability to upload photos and documents Agency can perform paperless online reviews and decisions through eAppealsPRO Provides specific status on IVR and pticket.com on contested citations for the public Automated hearing scheduling
TDS staff works directly with the hearing officer and Agency when scheduling in-person hearings Automated letter mailings which include decisions codes at 1st and 2nd level and hearing notification letter which provide specific date, time, location, and directions to the hearing Our citation details screen contains all pertinent information on each citation Scan of Original Manual Citation
Listing and Amount Due for Habitual Offender (bootable/towable) Vehicles View PDFs of Notice Mailed
View Photos/Map taken by ticketPRO Mobile
View Submitted contesting Documents for Appealed Citations View all Prior Names/Addresses Associated with Citations Review or Add Notes Added to the Citation by City Staff or TDS Call Center Additional information is easily available through toolbar buttons:
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 16 Using this service has proven successful by having appeal information easily accessible in the parking citation database. All adjudication activities are tracked in real-time by the system and therefore are available to the public 24/7 online and by telephone.

The system tracks information pertaining to each citation contested through the administrative adjudication process and allows for updates as each citation progresses through the steps for contesting. The Administrative Review and Hearing Tracking System is fully integrated with the parking citation database and has complete inquiry capabilities.

The process starts with TDS entering all mailed-in Initial Review requests into the system. Citations are stopped at this point from progressing further in the citation process (no notices, etc.). The Agency determines the disposition of each contested citation. A decision code corresponding to a brief description of the reason that will appear on the result letter is selected. The reviewer can edit decision codes or enter custom decisions from scratch. Once saved, the system automatically activates the citation and sends a result letter with information relating to the decision and amount due.

Reporting for the Adjudication system includes a monthly report of Outstanding Administrative Reviews and the Administrative Adjudication Services report which provides a summary of the adjudication activities for the month.

Hearing Scheduling Services
Payment of the citation fine is required at the time of hearing entry. In the case of indigence, the system allows an override to accept the hearing request without payment of the fine. Hearing information and documentation is prepared in advance of the hearings.

In-person and telephone hearing requests receive a hearing date notification letter with detailed instructions for the scheduled hearing. If requested, one rescheduling is allowed for the appellant. A new hearing date notification letter is mailed with the new date and time once the hearing is rescheduled.

Hearing schedules are available online for Agency viewing. Reporting for the Administrative Hearing portion of the system includes a monthly report of Hearing Results by Violation and a report of Outstanding Hearing Requests.

Hearing Officer Coordination
TDS coordinates with t he Agency on hearing location, dates, and times for parking and administrative citation hearings to be scheduled. Hearings are scheduled within the guidelines of California Vehicle Code 40215 and Agency municipal code.

The hearing examiner receives a packet containing a cover sheet and all documentation required for each hearing. The hearing examiner records the decision for each hearing. The Hearing Officer will select from a hearing disposition code list and enter the results electronically. TDS will mail result letters and file any required documentation.

TDS staff ensures that both the Hearing Officer and a room are available three (3) weeks in advance of scheduling hearings and prior to mailing Hearing Notification Letters to the citize ns. Hearing information and documentation is prepared in advance of the hearings. TDS will notify the agency and Hearing Officer of any hearing rescheduling.

When a liable decision is appealed further through the court system, TDS will provide the Agency with all related documents for the Agency to appear in court. Information regarding court appeals is also tracked in the system for each citation.
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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 17 Appeals to the Superior Court
Hearing result letters that find the contestant liable will provide the time, court address and phone number where the appellant can file a civil appeal. Upon notification to TDS by the court or agency of an appeal to the court, TDS will provide all required contesting documents to the agency in a timely manner. If the court finds in favor of the contestant, TDS will notify the agency of any undeposited parking penalty plus filing fee for refund. If citation is upheld, TDS will continue to pursue any unpaid penalties on behalf of the agency.

Status of court decisions (court requested date; court decision and date) are tracked in the TDS inquiry system for the agency.

Online Access to the public - pticket.com
pticket.com is a public web site that is customized for each customer with branding capabilities. It provides the public with online inquiry, payment capability, and online appeal access to contest their parking citations.

Information provided to the public includes:

• Citation information
• Adjudication information
• Contesting information
• Pay single or multiple citations.
• Printable Forms
• View Photos
Citizens accessing the www.pticket.com website will find only specific information related to City of San Bernardino citations. No other agency data will be displayed. City of San Bernardino agency graphics (logos, banners, etc.) are used to compliment the agency web site or identity. It includes web pages with content unique to the Agency. These pages are customized to reflect the desired information about your parking and administrative citation program. - contesting, payment options, forms, etc.

Data security is provided using the highest industry SSL encryption. pticket.com is PCI compliant. An address link can be placed on the Agency’s website to provide convenient public access.

eAppealsPRO - Online and Scanned Appeals

Through the pticket.com website, we provide an integrated, online appeals process that is completely paperless.

The system is dynamic in that it will prevent late appeals from being submitted, saving Newport Beach time, money, and resources. Once they have submitted their electronic appeal, and uploaded any desired documents, confirmation of each submitted appeal is emailed to the citizen.

The citation process is suspended pending review of the appeal, saving considerable processing effort and time.

All processed appeals and decisions can be reviewed at any time by Agency personnel. All results and key dates for initial reviews and hearings are viewable on pticket.com, including the written reasons if the citation is upheld. Result and notification letters are automatically mailed as per requirement of CVC 40215.

Through our online review system, t he Agency can review the submitted online appeals, including uploaded files and photos. Mailed appeals are scanned and added for a fully paperless appeal review process. List of prior citations, original citation image (paper ticket), appellant documents, phone notes, agency notes for all citations issued for the same license can also be viewed.

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 18 For our clients that use ticketPRO Mobile handheld ticket writers, citation photos taken are accessible to each online appeal. Notices are automatically stopped at appeal submission and activated when the online decision is made.

All appeal and decision documents are stored electronically on eAppealsPRO for immediate access and viewing by the Agency. Results can be filtered by violation, decision reason, etc. Additional documents may be added for appeals continuing to the hearing level.

Reporting
TDS provides its customers with a dedicated web site accessible to authorized personnel. This site provides access to parking related information and resources available 24/7. TDS will provide the Agency with a wide variety of electronic reports. Over 40 standard reports are generated. Custom reports can be created on an as needed basis upon request at no additional cost to the Agency. Frequency of reports generated can be on a one-time only basis, monthly, weekly or as the Agency desires. Using the Internet, authorized Agency staff are provided with a unique logon and password. These reports are provided in PDF format, can be viewed, and printed. Reports can be viewed online 24/7 and will remain online for a minimum of five (5) years.

Administrative Citation Management

Turbo Data Systems, Inc. (TDS) proposes to provide City of Lynwood with a comprehensive, flexible processing and management solution for administrative citations, including invoicing and payment processing, revenue reporting, correspondence, and adjudicati on and hearing services. It is important to recognize the benefits of having a vendor/partner that will handle all your needs efficiently and effectively while increasing collections and improving customer service.

Processing both administrative and parki ng citations with TDS will result in many advantages for the city and public. A single online access to the public for payments and information will be available, plus the city users will be able to access one or both citation types through our ticketPRO Web application, based on security role access.

In addition, electronic ticketing is available for administrative citations via smartphone/printer hardware combinations and ticketPRO Mobile Admin software. This software performs property lookups, reinspect ion reminders, escalating fines and much more. We have included the mobile software and hardware as an optional solution to empower your enforcement team.

Since 2008, TDS has been awarded contracts for administrative citation processing. We have provided contacts as references. Our versatile system handles different types of administrative citations and other municipal code fees:

• Municipal property-based violations
• Business license
• Animal Control
• Graffiti
• Fireworks
• Police Booking Fees
• DUI Restitution Fees
• Transit Fare Evasion
• False Alarm

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 19 Over the years, TDS has demonstrated that we are able to provide our clients not only with the services originally requested, but additional services that have become an integral part of their processing solution.

TDS prides itself on partnering with our customers and responding to their requests and concerns. Customer input is welcomed, and we continue to make improvements and enhancements as technology advances and our clients’ needs change.

Permit Management System

TDS offers a comprehensive Residential Permit solution comprised of a self - service web application accessible to the public and city staff. This is a very customizable solution which supports city specific content, information, and activities. The public can register for a new account which can be used as a portal to view profile, applications, history, vehicles, obtain guest permits and pay online. The system allows for permit renewals; either by letter generation and mailing, and/or electronic notification. TDS can assist the city with creating email campaigns to improve customer service and communication. It is a complete solution with flexibility to help the city address their parking permit needs and provide convenience to the public.

getaPERMIT is a cloud-based solution that simplifies the management and maintenance of residential permit issuance and enforcement while adhering to city policies and ordinance. Required documents can be collected during the registration and application process and digitally viewed and maintained during the verification process by the city and/or TDS.

The permit management system is scalable and is designed to handle multiple permit types:
• Multiple physical permits and multiple combinations (bumper sticker, decal, hangtag) • Virtual Permits - use vehicle license plate
• Guest permits
• Overnight permits
• Multiple residential zones/ districts
• Annual residential permits
• Business parking permits
• RV permits
• Yard sale permits
• Discount permits for qualified applicants.

Permit pricing can be tier-structured, prorated or allow for special exceptions and discounts. Our permit program is customized to fit your needs. Our system will allow both TDS and designated city staff to issue and administer permits as needed.

TDS Permit Services

Manual processing of mailed in (TDS) and over the counter (City) applications includes:
• Mail retrieval daily by TDS
• Opening and sorting of incoming documents
• Data entry by TDS
• Revenue collection and daily payment reconciliation

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Turbo Data Systems, Inc. August 7, 2023 Submitted to: City of Lynwood 20 • Review of account and permit documents
• Notifications by email of approval or rejection
• Permit validation
• Fulfillment mailing for permit decals and hangtags.

Both TDS and the city can perform the verification of required documents (proof of residence verification, vehicle license information, etc.), data entry, maintenance functions, permit fulfillment and all required mailings, depending on the city's needs.

Account holders are notified when their account and application has been approved and if they need to sign back in their account to pay for the permit. Rejected accounts and applications also result in an email notification sent to the applicant notifying them of further actions or corrections.

All mailed -in, online, over the counter submitted applications and documents are available for viewing and managing via a single interface.

The getaPERMIT website offers features to help first time and returning visitors with easy access to navigat e and move about the site. Each page can have custom content to better communicate instructions, announcements, a custom FAQ, and policies to visitors. Features include:

• Online support for the Public
• email support for the city
• Website Branding
• Multi-lingual Support
• Public Online "Self-Service" access and payments
• Vehicle Changes/ Permit Replacement
• Real Time Enforcement
• Unpaid Citation Notification (checkCITATION)

Reporting
TDS provides reporting showing the dollar amounts collected and deposited daily. Detail and management summary reporting is provided online.

Monthly reporting shows the number of accounts applied for, the number of payments, and the number of permits issued. Financial and statistical reports will be customized as needed. Management reports will identify account types and permit activities.

Using the web application, users can easily report on a wide variety of information such as account types, account status, permit type, permit, or application status, and more.

Predefined pages will automatically filter additional data and allow manual filtering as well. For example, filters are available for account information regarding type, status, and city zone.

Type, status, and city zone filters are also available for permits. Other filter or search criteria can be added.

Additionally, we offer heat-maps and other permit mapping reports that will help visually identify permit information throughout the city with filters to support current or older data as well as status and specific permit types.
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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 21 Citation Collections Services

Special Collections and Delinquent Follow-Up
TDS provides two special collection programs to help maximize collection efforts. Our delinquent collections processes have been designed to deliver maximum revenue for our Agencies with minimum costs.

For Administrative citations, collection letters star t after the responsible party has received a first notice before late penalties and a second notice with penalty added. Mailing timeline to start collection letters will start at 60 days, 90 days, or as determined by Agency.

Parking citation collections do not proceed until after citations have been through the DMV hold process or are unable to be held at California DMV. This allows the DMV process to collect a maximum before moving to collections. DMV holds last up to 18 months.

While other vendors are offering low percentage collection pricing, they are often collecting much earlier in the citation timeline or providing little more than another mailed notice, or both. TDS uses the highest quality of collection service to get consistent high results. More important, we successfully collect more citation revenue before entering special delinquent collections.

Innovative Collection Services
Innovative Collection Services (ICS) has been providing supplemental collection services since 1996. The ICS system is fully integrated with our citation system allowing for easy retrieval of parking citation and collection agency data.

Incoming new accounts as well as payment and “stop” information transmitted from the citation system are monitored and validated to ensure accuracy. ICS collects citations considered otherwise non-collectable.

Violators become responsive when a collection agency becomes involved, resulting in payments that normally would remain uncollected.

Franchise Tax Board
TDS also provides collections through the Franchise Tax Board Interagency Offset Program. We comply with all requirements set forth by the FTB for the Interagency Offset Program and we provide all the resources necessary so that you do not have to.

For all FTB-qualified citations, TDS:

• Combines all Admin and Parking citations by responsible party into single accounts. • Retrieves Social Security numbers.
• Mails the pre-intercept notice to each registered owner. No multiple notices required. • Process the mailed payments and enter FTB intercept payments. • Handle all calls from the public.
• The public may also make credit card payments online at pticket.com.

We have provided this service to our customers since 2007 and it has been proven to maximize citation collection rates for all participating agencies. Every agency that has participated in this program has continued to use it every year thereafter. All FTB-qualified accounts that remain unpaid are sent to the FTB to be ready for the submission of State tax returns. The FTB will send all intercepted funds directly to the City. TDS will receive the offset funds electronically and update the system to show the accounts/citations as closed, and to perform an ongoing reconciliation for the City.

TDS notifies the FTB of any interim payments received on our end or at the city and reports to the FTB so they will close the account on their system.
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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 22 Network Infrastructure

TDS’ network and security infrastructure provides secure access to all systems including Agency access to the TDS hosted applications and public access to pticket.com. Redunda nt Internet availability is based on a two - way scheme which includes Fiber connection to an MPLS network and dedicated wireless links.

Dual firewalls provide redundancy and automatic failover in case of hardware failure and Internet link failover in case of circuit failure. Primary access is provided via local Data Center that offers a dependable and highly- secure Managed Internet service.

Critical servers are hosted in the Data Center which provides the following benefits:

Advanced MPLS WAN via DSL, Fiber, Ethernet & Wireless
Cutting Edge Infrastructure
Fully Redundant, Data Grade Power
Finest Internet Backbone
Hi-Tech Physical and Network Security
PCI Compliant, HIPPA, SSAE16
IDS/ IPS/ Cloud Firewall/ Content Filtering

Our Tustin corporate office also hosts a redundant server and network to enhance availability.

TDS takes every measure and every precaution to ensure that the data is managed and properly protected. We incorporate high-industry standard security with SHA256withRSA data encryption fo r all our web server and online systems. Our managed firewalls employ Intrusion Detection Service (IDS) and Intrusion Prevention Service (IPS) with hourly updates of new signatures and threats.

TDS staff are required to connect via an SSL-Virtual Private Network (VPN) with multi-factor authentication for remote access control and support.

TDS has taken the leap into virtualization. We have reduced our physical server footprint and implemented the latest in optimization. Virtualization provides us with benefits including high-availability and replication. We have also invested into a cutting-edge multi-site SAN technology that provides us with scalable storage; high- performance and site-to-site replication to protect our critical servers and data and ensure a backup that can be as real-time as possible.

PCI Compliance
Our e-commerce web sites go through a monthly intrusion detection test to make sure that our firewall and web servers adhere to the Payment Card Industry Data Security Standard (PCI DSS). The site is recertified at least quarterly to guarantee continued PC I compliance. Certification and encryption seals are visible to visitors to ensure their trust and confidence when conducting a payment transaction. As part of the PCI compliance, we also complete an annual questionnaire to maintain a valid certification. An active certificate can be made available if requested.

Security Policy
TDS has a strict internal policy regarding the security of information. Access to information is confined to a select few individuals strictly on a need-to-know basis. Our technology department staff are given access to systems on a as needed basis to service the hardware and software and to support our on-going operations.

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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 23 All access to our systems requires, at a minimum, a unique username and password combination. This access is governed by rules associated with each user’s access level within the applications. By policy, usernames and passwords cannot be written down, nor stored in a computer anywhere, and as an added measure all passwords are regularly updated.

Email Security & Virus Protection
Since email has become one of the primary methods of communication and collaboration with our clients, TDS feels that email security and protection is as important and as critical as any web or online system. TDS employs a third-party solution/service that not only filters out SPAM, Spyware, and viruses, but also stores and forwards email in case of failure or network outages. This ensures that emails sent to our clients are SPAM and Virus free.

All systems including PCs, Laptops and servers within our network have managed anti-virus software tools to protect against file, system and email viruses and Spyware. Virus signature and protection policies are managed and updated by a centralized management console with reporting and alerting capabilities.

Data Backup
System backups occur daily or hourly, depending on the critical nature of the data. In addition, real-time site-to- site replication, other backups are directed to disk as well as tape media. Our backup media are sent from our corporate headquarters to an off-site facility in southern California and a duplicate is sent to our northern California facility in San Jose. Backups are scheduled to run automatically. Backup logs are created and reviewed by our operations staff for exceptions and errors.

Systems and Network Services
Our core network services are in an SSAE16 data center facility. This is a highly secure off-site facility designed to withstand major disasters. Our equipment is housed in a controlled environment providing a complete access lock-down.

Furthermore, having redundant power generators, Air Conditioning and Internet backup guarantees continuous systems operation, data safety and integrity. Coupled with our site-to-site real-time replication, off-site media backup storage, and contractual agreement with other facilities, we continue business operation in case of an outage or major disaster. Access policy requires credentials and bio -scan to enter facility, along with another bio-scan to enter the server space. TDS’s systems are locked in an un shared space with no external access possible. Video surveillance cameras are available throughout the facility.

Office Security (Tustin & San Jose)
Our two California office space facilities are secured at the building level by access cards allowing entrance to only certain individuals outside of normal business hours. Our suites are secured by access cards for all staff allowing entrance to the suite only at permissible hours. An intercom system is used to grant access to vendors and visitors after identification by company staff.

Our data center is secured by access cards allowing only certain individuals access. All entries are logged and reviewed on a regular basis. Our suite is also secured by a monitoring service that detects entry and motion within our suite during off hours. Surveillance cameras are throughout the facility with 24 - hour recording and monitoring capability so any activity may be reviewed.

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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 24 Implementation Plan

TDS has a lot of experience with data conversions. We have been extremely successful with bringing in data from other vendors and from the city itself when work is done in -house. We take all measures necessary to allow for a smooth and simple transition for the city.

Parking & Admin Citation Management Implementation
DAY 0
Required
Participants

Item
Days to
Complete
TDS
Lynwood Sign Contract and determine Go Live Date 0
TDS
Lynwood Schedule Kick-off Meeting 1 Day
WEEK 1
TDS
Lynwood
Kick-off Meeting
• Introductions, Key Contacts, Project Managers
• Parking/Admin Services Implementation Review
• Overview of ticketPRO Parking/Admin Software
• Review citation notice, penalty, and collection timeline • Confirm banking process
• Review/ Modify/ Order manual citations
• Set milestones and completions timelines
1 Day
Lynwood
Prior
Vendor TDS
Vendor transition items
• Confirm processing cutoff dates with prior vendor
• Determine cutoff for sending manual and electronic citations to prior vendor
• Obtain Test Citation Data from Prior Vendor
o Include field/code information and file formats
• Establish new P.O. Box Address
7 Days
Lynwood Send DMV PARC Code forms to DMV (Parking Only)
• TDS to provide DMV forms to Agency. Agency to complete and send forms to DMV/ TDS
30-45 Days
(DMV)
Lynwood Provide violation/ fine schedule to TDS
• Include penalties, NSF fees, other fees
3 Days
Lynwood Provide enforcement officer list to TDS
• Full Name, Badge/ID, Department
3 Days
Lynwood Provide list of back office and front desk/cashier users for system access to TDS • TDS to set security role options (enter payments; dismiss/reduce fines, etc.) 5 Days
Lynwood Agency to provide test citation data from prior vendor to TDS 1 Day TDS TDS creates ticketPRO database for City of Lynwood 3 Days TDS TDS enters fine schedule, officers, and user roles into ticketPRO 5 Days TDS Setup notice scheduling and standard reports 5 Days TDS Assign agency call center phone number and payment PO box 3 Days TDS
Lynwood
Review and approve custom notice text 2 Days

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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 25 TDS Create test conversion data & develop conversion program 7 Days WEEK 3
TDS
Lynwood
Conference Call to review implementation milestones
• Discuss coordination of administrative hearings and hearing examiner scheduling
1 Day
TDS
Lynwood
Setup online website for payment and information (pticket.com) • City of Lynwood to review and approve information pages 2 Days
TDS Test Public online payment access (pticket.com) payment processing 2 Days TDS ticketPRO Parking/Admin Databases ready 1 Day
TDS
Lynwood
Confirm agency location security settings for ticketPROweb access 1 Day TDS Conversion citation data testing 5 Days
WEEKS 4-5

TDS
Lynwood
Meeting/Call on Implementation Milestones
• Confirm Status Bank Depositing process and online payments • Schedule Date for web training of Agency office/cashier staff • Confirm new Citation stock delivery status
1 Day
TDS Setup Adjudication controls and processing parameters 1 Day TDS Setup scheduled jobs for Agency Citation Database 2 Days TDS Pticket.com ready for processing 1 Day
Lynwood Prior Vendor Processing Cutoff; AGENCY obtain final complete data files from prior vendor and deliver to TDS
2 Days
TDS Load Converted Data with final complete data file 2 Days TDS ticketPRO ready for parking processing 1 Day
TDS
Lynwood
Web Training on new ticketPRO parking software with Agency (1.5 hours sessions; 5-10 users per session)
1-2 Days
TDS Pticket.com activated for public 1 Day
TDS
Lynwood Implementation Complete: Ready to Process Ready

Permit Management System (PMS) Implementation

TDS will begin the implementation at least 45 days prior for the residential permits.

Permit Management System Implementation – getaPERMIT (GAP) DAY 0
Required
Participants

Item
Days to
Complete
TDS
Lynwood Sign Contract and determine Go Live Date 0
TDS
Lynwood Schedule Kick-off Meeting 1 Day
WEEK 1
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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 26 TDS
Lynwood
• Kickoff Meeting (June 1 or prior)
• Introduce Project Manager and TDS support contacts for GAP • Identify key City contacts to supply permit data and parameters. • Brief demo of getaPERMIT system access for Public and City • Demo of GAP Mobile app for public use
• High level review of residential permits, lot permits & other permits 1 Day
TDS
Lynwood
Permit Meeting with TDS and City contacts review data/parameters needed from City
• Residential Addresses with zone/district information
• List of City users for GAP
• Detail review and samples of permit types
• Permit parameters (price, duration, quantity limits, required documents from public)
• Permit prorating and/or discounts
• Replacement/Change fees
• Existing permit data (accounts, name/addresses, vehicles, permit numbers, etc.)
1 Day
Lynwood Agency to deliver lists and permit data to TDS
• Addresses with GIS and City District/Zone information • Permit Samples
• City users for GAP
• Existing permit data (excel and/or .csv)
• Permit numbering sequences and quantities by type
5 Days
WEEKS 2-3
TDS Configuration of GAP
• Create permit types with parameters
• Configure Address/Zone data
• Determine City and TDS permit stock inventory
• Permit inventory stock provide by City to TDS
• Obtain FAQ permit information from City
• Setup custom GAP page text for agency
10 Days
WEEKS 4-6
TDS GAP testing and final setup (Residential Permits)
• Confirm issuance by type, zone, permit sequence
• Create and confirm permit fulfillment letter design with City • Assign payment merchant to agency in GAP
10 Days
TDS
Lynwood
GAP web training for agency users
• (1.5hrs per session; 5-10 users per session) 2 Days
Lynwood Staging/Sandbox GAP available to City Staff 10 Days WEEK 7
Residential
Complete GAP Residential permits ready for public Agency to set Date

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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 28 E. Appendices

Corporate Officers

Roberta J. Rosen
President and Owner
Chief Executive and Liaison

Ms. Roberta Rosen is the President and owner of Turbo Data Systems, Inc. She serves as the Chief Executive Officer for TDS and acts as a liaison with clientele management. She has been the President of Turbo Data Systems, Inc. since its incorporation in 1985.

Under Ms. Rosen's direction, the company has grown and expanded its list of services and technology offerings.

Those services include payment pro cessing services, out -of-state collections, Interactive Voice Response System developments and installations, various computer system platform migrations, the development and implementation of a web-based parking citation information and payment processing system. In addition to the administrative responsibilities of the corporation, she has been responsible for overseeing parking citation processing projects during system conversions and implementations. Major accounts and management experience include the Tri -Cities/Westside Cities Joint Database Project, the addition of the Administrative Adjudication Process to the Parking Citation Collection System, and the addition of a fully staffed processing center in San Jose with a full-service walk-up payment center. Prior to her work with Turbo Data Systems, Ms.

Rosen was in the Information Technology field working with an international oil drilling and exploration company on their material requisition systems. Ms. Rosen is a graduate of Cal State Long Beach where she completed a bachelor’s degree in business administration. She has over 30 years of experience dedicated to providing service and innovative solutions to the corporate environment as well as municipalities and universities.

Elie M. Sleiman
Vice President
Chief Technology Officer

Mr. Elie Sleiman is the Vice President and Chief Technology Officer of Turbo Data Systems, Inc. He graduated in 1981 with a Computer Science Degree from Coleman University, San Diego. Mr. Sleiman worked for Turbo Data Systems from 1986 through 1991, developing systems that are still in place today. In November 2002, he rejoined Turbo Data Systems to assist with its ongoing growth and development and since that time has been involved in every aspect of the company, particularly systems and operations.

The development of our most recent technology solutions has been under the direct supervision of Mr. Sleiman.

These systems include getaPERMIT Permit Management, ticketPRO Mobile enforcement for Moving violations and Code Enforcement, Turbo Insights Dashboard Analytics Reporting. In addition to above systems, Mr.

Sleiman is also responsible for partner integration efforts that bring more solutions and options for our customers.

He has an extensive information technology and customer service background spanning over 25 years. Prior to rejoining Turbo Data Systems in 2002, Mr. Sleiman worked in various technical and management capacities with Prudential Real Estate Affiliates. Task and projects include MIS management, Security and controls, Disaster recovery/Business Continuation Planning, customer service and help-desk management supporting in- house and field personnel for over 11 years.

Proprietary and Confidential
Do not Distribute
511
Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 29 Key Associates

Doug R. Amos
Client Services Manager
Primary Liaison

Doug Amos is the Client Services Manager. He serves as the primary liaison for our existing clients as well as managing the daily service functions of the Tustin office.

Mr. Amos’ duties include project management, client acquisition and retention, company marketing and systems research, design, and development. He conducts online and onsite training for our ticketPRO Mobile and our ticketPROweb back-office solutions. Client support items include the training, plus customer change requests, Vehicle Code regulations and adherence, Franchise Tax Board services assistance, and new client onboarding.

Mr. Amos has been a significant contributor to our eAppealsPRO, ticketPRO Mobile and getaPERMIT applications. He annually attends industry hosted conventions, including CPPA, CACEO, CSFMO and CPOA.

Mr. Amos stays up to date through parking industry training sessions on DMV, new Legislative Laws, Hearing examiner training and new technologies for parking enforcement.

Mr. Amos has over 20 years of experience in management, sales, and personnel. He has had extensive sales and marketing experience. His educational background is in Electrical Engineering from Cal State University of Fullerton.

Denise Ortega
Client Services
Acquisition and Retention

Denise Ortega is a member of our Client Services team. Her responsibilities are client support, acquisition and retention, company marketing and systems training and managing Permit Support. She has over 25 years of customer service experience, and over 17 years of experience in the parking industry

Ms. Ortega is experienced in client set up and program implementation, ongoing account management, monitoring contract compliance and renewals, writing bids and proposals and software application training. She assists with new client presentations, and training. She received Hearing Examiner Training at CPPA. She is our DMV liaison and manages and assists with all agency DMV PARC codes. She also handles the Franchise Tax Board annual agency sign-ups, FTB resolutions and weekly updates to the Franchise Tax Board. In addition, Ms. Ortega handles all client set-up and implementation for our getaPERMIT online permit system.

Proprietary and Confidential
Do not Distribute

512
Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 30 Mr. Martinez’s duties include hiring, developing, mentoring, and retaining staff for our Tustin processing operations.

Mr. Martinez has over 7 years of prior experience in office management. He served as a mentor and trainer, overseeing staff sizes ranging from 9 to 60 employees. Mr. Martinez has attended industry-related professional training classes such as the CPPA Hearing Examiner Training. He has been with TDS since 2012.

Sharon A. Watroba
Project Manager
Technical Installation Support

Sharon Watroba serves as the Project Manager for the development group as well as technical and installation support.

Since 1990, she has worked out of our corporate office in Tustin and has maintained and developed technical solutions for the company. Ms. Watroba has put extensive analysis and development effort into keeping the citation system current with the new features and enhancements that have been implemented over the years.

Ms. Watroba's roles include Program Maintenance and Development, Database Management, Processing Support, Technical Training and Support, In-House Technical Support and Server Management.

Proprietary and Confidential
Do not Distribute

Sergio Martinez
Customer Services
Manager Staff
Development

Sergio J. Martinez is the Customer Service Manager. He manages our in-house call center and customer service staff.
513
Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 31 Exhibit A – Fee Proposal
514
Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 32 Parking Processing Management
Fee Per Electronic and Manual Parking Citation Issued $0.50 Electronic $0.70 Manual
Fee Per Electronic and Manual Admin Citation Issued $5.00 Electronic $8.00 Manual
• Entry of all citations.
• Citation dispositions (bounced checks, payments, extensions, etc.) • DMV interface (Parking-R/O retrieval and placing and releasing registration holds) • Toll-free telephone number (Parking-for public access) • Agency provided number for Admin citations
• Customer services representatives (8 am – 5 PM, Mon - Fri, excluding holidays) • Daily pick up of payments and other documents from a TDS provided P.O. box. • Scan and remote deposit checks into agency's bank account. • pticket.com web pages customized for the agency.
• Database maintenance and daily system backups.
• Secure, cloud access for agency staff to citation database. • Documentation and training for use of TDS provided online system. • Ongoing client support and training.

1. Reminder Notices (Notice of Violation) $0.95 per notice Includes all forms, envelopes, return envelopes and printing. Reminder notices are mailed 21 days after issuance or per agency timeline. Includes first class postage.

2. Other Correspondence, Notices and Letters $0.95 per notice Includes all forms, envelopes, and printing. NSF letters, partial payments, name, and address changes, drive away notice, etc. Includes first class postage. (Excludes FTB and ICS notices)

3. Initial Review and Hearing Notices/Letters $0.95 per notice TDS mails all initial review results letters, hearing notification letters and hearing result letters as required. All forms, envelopes and printing are included with the mailing. Includes first class postage.

4. Paperless Appeals (Parking) $1.25 per Appeal
This service allows for online submitted appeals and a 100% PAPERLESS appeal system. All mailed -in appeals are scanned into the system and are reviewable by Agency staff using the eAppeals PRO online review sys tem. All appeals are in the same place, and the documentation is saved electronically. A complete history of all appeals, results, and who made the decisions, etc., is always available online for the Agency. Includes Hearing services, scheduling, and coord ination. Documents for Court provided to agency when required.

5. Payment Plan Processing $5.00 per Plan
The payment plan supports AB503 legislation for parking. Standard plans available for admin and parking All payment plan letters will be at the “Correspondence” rate.

6. Out-of-State Collections (Parking) 25% of amount
collected
TDS absorbs costs to retrieve out of state registered owner information. NLETS electronic access for out-of-state license plates.

7. ICS Delinquent Collections 25% of amount
collected
Applies to Parking citations that are past DMV registration hold and Admin citations.

Additional penalties applied, and up to two letters mailed from Innovative at no cost to the Agency. Includes taking toll -free phone calls from ICS customers and other follow-up efforts. Admin citations will enter delinquent citations based on agency 515
Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 33 determined schedule. Payments collected at DMV for parking citations will not be billed this fee.

Cost recovery option available

8. Franchise Tax Board Collections $2 Per Account Letter +15% of amount paid
TDS pursues otherwise uncollectible accounts by retrieving social security numbers from a third party, mailing required pre -intercept letters, and then sending the accounts to the FTB to intercept any state tax refunds or lottery winnings. *This fee is subject to change each new FTB year.

Cost recovery option available

9. Credit Card Payments (Internet) No Charge to Agency
The greater of $3.95 or 4% of amount paid convenience fee will be charged to the public for this service. This fee covers the cost of ongoing maintenance, support, and enhancements of the web payment system, and includes daily and monthly reconciliation of all payments. (Fee subject to change).

10. Banking Options - Agency may Choose from the following:

Option 1: Remote (Scan) Check Deposits
• Electronic deposits (scanning checks) into the Agency’s existing bank account incur no monthly fee.
• Same day funding credit for bank deposits.
• Scanned check images available for investigations.

No Charge to Agency
Option 2: TDS Bank Management
• Process all parking deposits into a separate account set up for the Agency. • Scanned check images available for investigations.
• $3.50 fee per NSF/Chargeback and refund billed to Agency. • Write and send monthly surcharge check to the county based on reporting. • Write a check to TDS for services rendered.
• Reconcile the account monthly and provide monthly reconciliation of all activities in the account.
• Write a check to Agency monthly for the balance of the funds. $150/month plus bank
fees/supplies

11. Postal Rate Increase Offset
If postal rates increase during the term of this agreement, fees to TDS shall be raised immediately to offset the effect of the postal rate increase.

Residential Parking Permit Management
PROCESSING FEES – PERMIT MANAGEMENT
One Time Startup Cost $2,500 (Waived)
Includes: Database Creation, System Setup of Tables, Project Management, Client Approval, online training, Web Site branding.

Software Development – Special Services (If needed) $80/Hour Monthly Service/Cloud-Hosting Fee $500
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Turbo Data Systems, Inc. August 14, 2023 Submitted to: City of Lynwood 34 This fee will cover the basic maintenance and availability of the system for the public and the city:
▪ Online Account Registration.
▪ Online Permit Applications by Public & Uploading of Documents. ▪ Cloud Document Storage.
▪ Allows Agency entered Permit Applications.
▪ Dedicated FAQ; Info Panel Updates
▪ Unpaid Parking Citation Check; Requires Citation Payment prior to Permit Approval/Issuance. ▪ Self-Service Internet access 24/7 for the public to view their permit information. ▪ Online Support for the Agency Staff via email 8am-5pm Monday-Friday (excluding Holidays) Permit Fee – Physical Permits (Decals and hangtags)
• Decals and Hangtags.
• Permits issued by agency and/or TDS.
• Permit tracking for ticketPRO Enforcement Integration. $2.00 per permit
Permit Fee – Digital Permits
• PDF Digital Permits; Printable paper permits.
• Virtual Permits: Vehicle Plate is the permit.
• Commonly used for Guest Permits, Temporary Permits, etc. • Permit tracking for ticketPRO Enforcement Integration $1.00 per permit
Credit Card Payments (Internet)
A convenience fee of 5% of the amount paid will be charged to online customers for this service. This fee covers the cost of ongoing maintenance, agency support and enhancements of the web payment system, and includes daily and monthly reconciliation of all payments. (Fee is non-refundable and subject to change). 5%

ADDITIONAL SERVICES
Fulfillment Services (Optional)- Performed by TDS staff. • Review/Approval of submitted account documents (physical & digital) • Review/Approval of submitted permit application documents. • Includes manual entry of mailed/emailed accounts.
• Permit stock inventory management.
• Issue physical permits and deliver via mail with letter (postage included) $2.75 per permit
PERMIT STOCK/SUPPLIES (Decals, Stickers, Hangtags) supplied by agency.

Mailed Letters/Correspondence
This fee will cover the mailing of a single page of information, such as a simple renewal letter or a rejection letter, etc. Other mailings outside of the fulfillment process can be negotiated.
$1.00 per letter
(Plus 1st class postage)
Group Email Correspondence
This fee will cover emailing of information to a group of accounts, such as renewal reminder, special permit offers, etc. Text to be provided by Customer. $55.00 per group email

COST INCREASES
If postal rates increase during the term of this agreement, any per notice fee or mailed item fee paid to TDS shall be raised immediately to offset the effect of the postal rate increase.

Included
517

CITY OF LYNWOOD

PROCESSING AND MANAGEMENT OF PARKING AND ADMINISTRATIVE

CITATIONS

AND ONLINE PARKING PERMIT MANAGEMENT
AUGUST
14, 2023 @ 5:00 PM
PREPARED BY: IPS GROUP INC., 7737 KENAMAR COURT, SAN DIEGO, CA 92121 U.S.A. IPSGROUP.COM CONTACT: MIKE CHIODO , VP US SALES
IPS GROUP: 877. 630.6638 FAX: 858.724.3553 518

PROPOSAL EVALUATION PROCESS AND

CRITERIA

PROPOSAL COMPLIANCE EVALUATION LOCATION/PAGE
Provider and key project team member’s experience in
performing similar work.

Tab B, C Page 6-16
Tab E Page 58-61
Provider and key project team member’s record in
accomplishing work assignments for projects Tab E Page 58 -61 Provider’s demonstrated understanding of the scope of
work Tab D Page 17-57
Quality of work previously performed by the provider as verified by reference checks. Tab B Page 13
Relevant experience Tab B Page 6- 16
Verification that Provider can meet the scope of work
requirements. Tab D Page 17-57
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2 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

TABLE OF CONTENTS
PROPOSAL EVALUATION PROCESS AND CRITERIA…………………………………………………………….………. 1 TAB A COVER LETTER ....................................................................................................................................... 3 TAB B QUALIFICATIONS OF THE FIRM ....................................................................................................... 6 TAB C ASSIGNED REPRESENTATIVES ...................................................................................................... 14 TAB D WORK APPROACH .............................................................................................................................. 17 TAB E APPENDICES ......................................................................................................................................... 58 TAB F COST PROPOSAL ................................................................................................................................ 62 APPENDIX ............................................................................................................................................................ 64 Important note: IPS Group Inc. ("IPS") has made an effort to be as thorough and responsive as part of our request for proposal (RFP) submission. In doing so, we are providing valuable and protected information, including ideas and concepts that IPS considers to be confidential. Release of IPS confidential information may cause irreparable harm to IPS by publicly disclosing such information that is not publicly known. IPS respectfully requests the right to be notified and provided an opportunity to redact such confidential information in the event of any third-party request for public disclosure.

If the equipment proposed is subject to the FCC rules, the equipment will comply with the appropriate rules before delivery. For products or specifications that require customization, or a new product release based on specific or new technical specifications, this proposal shall constitute a conditional sales contract and delivery shall only be made contingent upon compliance with the applicable equipment authorization and technical requirements.

IPS, IPS GROUP, and other IPS-owned marks are trademarks and/or registered trademarks of IPS Group Inc.

IPS reserves all rights to the IPS copyright materials contained herein. All third-party company names, product names, and trademarks are owned by their respective owners and are used for reference purposes only. IPS Group disclaims any affiliation with or endorsement by any of the companies referenced above.

IPS is an Equal Employment Opportunity/Affirmative Action Employer-M/F/D/V 520
3 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

COVER LE
TAB A

COVER LETTER
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4 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
August 14, 2023
Gabriel Linares
Director of Community Development
City of Lynwood
11330 Bullis Road
Lynwood, California 90262
[email protected]
Dear Gabriel Linares
IPS Group, Inc. is pleased to provide a proposal for the Request of Proposal: Processing and Management of Parking and Administrative Citations and Online Parking Permit management for the City of Lynwood. IPS understands the City of Lynwood’s parking program and relatively recent parking technology investments and is confident that the following proposal and services will provide the City of Lynwood with various services, equipment, and consumables related to the administrative citations process and online parking permit management.

IPS Group’s headquarters is based in San Diego, CA, and is a US-based manufacturer our lead times are amongst the best in the industry. IPS will provide the City of Lynwood with the fastest support and intervention. IPS has other offices located across the US, UK, and Canada.

The scalable tec hnologies offered by IPS are aimed at providing reliability, efficiency, and performance to create a successful, easy-to-use solution for not only the City of Lynwood but more importantly its citizens, residents, and visitors. Paying for parking should be a seamless and fluid experience for the public while the maintenance and management of parking
technology and services should be practicable and
straightforward for City staff.

Russel Robinson, Business Development Director, will maintain a close working relationship with the City of Lynwood
throughout the migration process and the integration with the City’s existing software. Russel will also have the authority to negotiate with the City of Lynwood and to execute on behalf of IPS an agreement that may result from such negotiations. Russel’s information will be found with his signature at the end of the cover letter.

Cathy Bock, Project Manager, will be responsible for managing the project through all stages of the implementation and day-to-day operations, including the integrity of the service and performance.

IPS Group, Inc. is the
only company to
offer a fully
integrated parking
management end-to-
end suite of products
that all connect to
one powerful
backend system.
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IPS has also a full integration with the California Registry of Motor Vehicles (OMV) for both registration information retrievals as well as registration holds and suspends.

For inte
gration requirements with the City of Lynwood third-party vendor programs, IPS has proven capabilities, all we need is to receive the data format specification, transmission API, and frequency from the vendor. Alternatively, if the vendor does not have this information, IPS can provide standardized data share API and documentation.

IPS ac
knowledges that is obligated by all the addenda in this RFP.

IPS also attests that all information submitted with the proposal is true and correct.

This proposal is valid for ninety (90) days from the submittal deadline.

WHAT SETS IPS APART FROM THE COMPETITION?
Since 1994, IPS has partnered with cities worldwide
to build Smart Parking solutions that bring Smart
Cities to life. CIO magazine cited IPS as a Top 25
Government Tech Solutions Provider. IPS delivers
the best long-term value in the industry---- -durable,
feature-rich products built to meet the needs of
today and adapt to the needs of the future. IPS is
the only provider in the parking industry to offer a
Fully integrated Parking Management Suite.

We believe that when you compare the strength
and experience of the IPS team, the
the city convenience of the proposed solution, and
the superior total cost of ownership,
you will see a compelling story and agree that our
team is exceptionally positioned to
provide the City of Lynwood with outstanding products, people, and support.

We look forward to cont
inuing our successful relationship in the months to come.

IPS IS THE SMARTER CHOICE
 US-based Manufacrurer
 All data is secured and stored within
the United States
 Fully
-Integrated Enforcement and
Permitting solution with the meters
and current vendors of the City of
Lynwood
 One-common back-office across
parking technologies
 Se
amless integration with the City of
Lynwood’s current vendors - -- as
necessary.
 Full integration with California OMV.

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TAB B

QUALIFICATIONS OF THE FIRM
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TAB B QUALIFICATIONS OF THE FIRM

IPS BACKGROUND

OUR MISSION IS TO TRANSFORM COMMUNITIES BY SUPPLYING THE MOST

TECHNOLOGICALLY ADVANCED, VALUABLE, AND USER-F RIENDLY SMART PARKING

SOLUTIONS IN THE WORLD
Since 2000, IPS has been committed to the design, engineering, and manufacturing of intelligent parking technologies that shape the industry such as payment processing systems, SaaS management software, and low-power wireless telecommunications.

IPS is a corporate based in San Diego, CA, with more than 187 employees, IPS is the proud inventor of the credit card-enabled single-space parking meter and has more wireless parking devices deployed across the US than our competitors combined. To date, IPS has sold more than 300,000 wireless devices in over 300 communities worldwide. IPS drives the Smart Communities' evolution as an innovator and trusted provider of Smart Parking technology.

IPS offers a full portfolio of integrated products—all maximized to provide the most efficient, powerful, parking solution on the market today. By implementing the Enforcement Management Solution, customers benefit from a true, fully integrated system that works 525
8 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
seamlessly with other IPS technologies such as Smart Parking meters, vehicle detection sensors, and mobile payment applications. In choosing a single provider for their Smart Parking needs, customers benefit from data sharing across their entire parking network, resulting in optimized operations and more informed, data-driven policy decisions.

The IPS Enforcement Management Solution is agile and scalable to meet the needs of Smart Communities of any size. The latest modules provide customers with the additional benefits of fully customizable parking citations, permits, code enforcement, and event management capabilities. Unlike outdated legacy systems, the IPS cloud-based solution is incredibly flexible, allowing IPS to introduce new features quickly to address the dynamic needs of customers.

A truly integrated solution our Enforcement Management Solutions allows agencies of any size to manage their entire parking network from anywhere, anytime, with single sign-on (SSO) access to all applications and consolidated parking data in one place. While the IPS Parking Management Suite offers all of the interrelated parking applications an agency may need, it can also seamlessly integrate with any third-party service via API.

IPS also has local sales throughout the US and 24/7 telephone help desk and ongoing support to provide the level of service our customers require. In addition to sales and dedicated customer support assigned to your account, IPS has an in-house team of product engineers, computer programmers, marketing and PR professionals, accountants, and technical support specialists to support any project.

Our goal is to develop a long-term partnership, rooted in open, honest communications, close cooperation, and practical application of parking technologies. Our project approach includes proven technology, seasoned team members, and solid experience using such technology to improve customer satisfaction and optimize and increase parking revenue requirements.
**CONFIDENTIAL INFORMATION**
Started in January of 2000, IPS Group Inc. is a Pennsylvania Corporation, which is privately held with headquarters in San Diego, California.

With 185 total employees, IPS is one of the largest parking companies in the USA. IPS has more than 300 municipal and higher education clients and is both profitable and financially capable of supporting this project to its fullest extent. Further, we are very happy to have the City contact our financial partners, banks, and financial auditors to verify such facts.

Financial References:

Alice Harris
VP, Senior Relationship Manager
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Commercial Banking

BANC OF CALIFORNIA
Tel: 858-320-8413
[email protected]
In December of 2020, IPS was acquired by Windjammer Capital, a private investment firm with over 30 years of investment experience. As part of Windjammer Capital’s investment in IPS Group, the firm sufficiently capitalized IPS Group to pursue this innovative opportunity as well as additional strategic growth initiatives. Windjammer Capital has invested over $2B in more than 50 platform companies and over 100 strategic add-ons. The firm is currently investing out of its fifth institutional fund with $870M of committed capital.

IPS can provide additional information if required, including the most recent audited financial statements for the years 2020 & 2021. These documents are considered trade secrets, privileged and confidential information, and are exempt from any public disclosure other than for the purposes of this procurement evaluation process.

STATEMENT OF ABILITY
We at IPS Group confirm that we comply with the requirements of this RFP. IPS does not have any financial issue or an inability to perform the requirements of this document.

IPS does not have any lawsuits or litigation pending or resolved within the past 12 months.

IPS has all the strength and ability to perform all the work described in this RFP for the City of Lynwood, we have included our Key senior, following by our timeline and awards. We have also included our references for similar type of projects, we invite the City of Lynwood to speak to our references in this regard.

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Our high-performing leaders will apply best practices to ensure that the entire solution is implemented within budget, on schedule, and within scope. We strive to provide the tools to ensure the City of Lynwood’s success long-term
THE DIVERSE IPS TEAM POSSESSES MORE THAN 200 COMBINED

YEARS OF EXPERIENCE IN SPECIALTIES RANGING FROM

MANAGEMENT, R&D, SALES, AND MARKETING, TO ENGINEERING AND CUSTOMER SUPPORT.

CHAD P. RANDALL
IPS Chief Executive Officer
ROLE: Authorized to Bind and
Negotiate
A
s CEO, Chad Randall is responsible
for oversight of the entire IPS
Group operation. Chad joined the
Company in 2008, bringing many
years of Fortune 500 corporate
experience in both the automotive
and instrumentation industries. In
addition to business management,
Randall has functional experience in
engineering, manufacturing,
marketing, and product line
management. Randall holds a
Bachelor of Science in Mechanical
Engineering from Rose-Hulman
Institute of Technology and a
Master’s in Business
Administration
from Harvard Business School.

GARY MELONEY
IPS Chief Technical Officer
ROLE: All Meter & Back Office
Technical Integration
G
ary Meloney serves as CTO of
IPS Group, Inc. As CTO, Gary
oversees the management of the
Parking Meter Engineering Group
and maintains supervision over
the technical and operations
units. Gary joined IPS in 2016 with
35 years of software and
hardware design experience with
a major focus on IoT devices and
services. Gary is responsible for
new product innovation, design,
and managing legacy systems.

VASU MOHAN
IPS Chief Operating Officer
ROLE: Oversees Manufacturing
Operations
A
s COO, Vasu Mohan is responsible for
all things related to manufacturing
operations, including supply chain,
manufacturing operations, assembly
operations, warehousing, and freight
management. Prior to IPS, he was
responsible for doubling his company’s
business to support the worldwide
response for COVID testing, detection,
and vaccine development. Vasu has
been in the instrumentation, wireless
and life sciences industries for over 25
years, with roles of increasing
responsibility in Design and
Manufacturing Engineering, Planning,
Procurement, Finance, Marketing and
Commercial Operations. Vasu has a BS
and MS in Mechanical Engineering from
New Jersey Institute of Technology,
and an Executive MBA from
AT&T/Columbia.
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COPE OF SERVICES - ADMINISTRATIVE CITATION PROCESSING
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13 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

REFERENCES

CITY OF EM ERYVILLE, CA
Primary Contact: Amber Evans, Special Operations
Lieutenant Address: 1333 Park Ave., Emeryville, CA 94608 Email: [email protected] Tel: 510.596.4382
Total Contract Value: $250,000
Project Dates: January 2021
Project Description: M5™ Single-Space Parking Meters, Dome Sensors, MS3™ Multi-Space Pay Stations, Enforcement,
Permit Management

CITY OF SAN LUIS OBISPO, CA
Primary Contact: Gavin Hussey, Program Manager
Address: 990 Palm Street, San Luis Obispo, CA 93401
Email: [email protected] Tel: 805.781.7234
Project Dates: 2019 - Present
Project Description: Enforcement Management Solution, Permit Management Solutions, PARK SMARTER, Installed 900 M5™
Single-Space Meters, 55 MS1™ Multi-Space Pay Stations, 19 MS3™ Multi-Space Pay Stations and Mobile Enforcement Device

CITY OF RAPID CITY, SD
Primary Contact: Anna Gilligan, Parking Manager
Address: 300 6th Street, Rapid City, SD 57701
Email: [email protected] Tel: 605.415.9129
Project Dates: 2018 - Present
Project Description: Installed 620 M5™ Single-Space Meters, 620 M5™ Dome Mount Sensors, and 3 MS1™ Multi-Space Pay Stations.

Enforcement Management System (EMS) Parking Citation
Management, Permit Management Solution, Mobile Enforcement Devices, and PRK SMARTER™ Mobile App.
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TAB C

ASSIGNED REPRESENTATIVES
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TAB C ASSIGNED REPRESENT ATIVES
Our high-performing project management team will apply best practices to ensure that the entire solution is implemented within budget, on schedule, and within scope. We strive to provide the tools to ensure our customers' success long-term.

We understand the importance of ongoing support and we encourage the City of Lynwood to speak with our references in this regard. We also understand that ongoing support is a critical element of any successful project and the basis of a long-term partnership. IPS is uniquely positioned to provide support services that will translate into the most responsive and comprehensive service offering available to the City of Lynwood.

Cathy Bock, Project Manager, will also be responsible for managing the project through all stages of the implementation and day-to-day operations, including the integrity of the service and performance.

We have also included a list of our IPS project team in Tab E Appendices.

CATHY BOCK
Project Manager | ROLE: Local Support & Project Management

Cathy Bock came to IPS after 24 years with the Rapid City Police Department. She retired as a Lt. with the Rapid City Police Department. Cathy was instrumental in moving Rapid City into the 20th Century by serving as the project manager for the City when they implemented the IPS parking ecosystem in 2017. IPS Solutions has taken Rapid City parking from coin meters and chalk sticks to a highly efficient system saving miles of walking for their enforcement staff. Cathy has a degree in Criminal Justice from the University of Wyoming. Cathy serves as a project manager for IPS.
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TAB D

WORK APPROACH
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TAB D WORK APPROACH

9. SCOPE OF SERVICES --- ADMINISTRATIVE CITATION PROCESSING

PURSUANT
TO CHAPTER 20 OF T HE LYNWOOD MUNICIPAL CODE:

1. PROCESSING

ADMINISTRATIVE CITATION ENFORCEMENT
M

ANAGEMENT SYSTEM (EMS)
IPS proposes to the City of Lynwood a solution that manages the entire citation lifecycle from issuance to collections and incorporates state-of-the-art, real-time technology, and dedicated customer service resources. The complete Enforcement Management Solution seamlessly integrates with a number of Smart Parking Technologies including single-space Smart Parking meters, multi-space pay stations, License Plate Recognition (LPR) technology, Permit Management, Code Enforcement, and pay-by-phone apps. We also propose the Citation Public Portal for the residents or/and visitors. Please refer to the appendix for the brochure.

IPS is proposing to the City of Lynwood a back-end software the Enforcement Management Solution that will be used by the City’s users for management/reporting and public citation portal software that will be used by the residents and visitors of the City of Lynwood to pay their tickets and citations.

IPS is also proposing a code enforcement System: Our web based Code Enforcement System Manages the entire lifecycle of code enforcement violations including issuance, notification letters, adjudication, payment and collection.

FEATURES AT A GLANCE:
 Created cases and citations on the fly.
 Ability to attach and print warnings to citations.
 Scan ID’s with our smart scanning software.
 Add photos to citations.
 Comprehensive online reports, exportable in Excel and PDF.  Waiting List Management.
 Secure log-in and access to administrative cite information 24/7.  Data updated in real-time.
 Live Chat Support.
 Manage and Update cases on the fly
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ENFORCEMENT MANAGEMENT SOLUTION

FEATURES BENEFITS
Cloud-based to provide real-
time data
 No local hardware required
 Easily accessible from any location and any
web-enabled device
 Quick deployment and adoption
 Scalable up or down with minimal time and
effort
 Streamlined upgrade process compared to on-
premise solutions, which can be time-
consuming and complicated
Dashboard with visual
analytics and heat maps
 Quick and easy access to information in real-
time
 Customizable to present the most valuable
information to THE City of Lynwood and get a
pulse on all enforcement activity
 At-a-glance overview with the ability to easily
drill into specifics
Robust reporting with pre-
defined Administrative,
Financial, Technical, and custom
reports

 Easily slice and dice data the way you want.

Simple to configure pre-defined reports or
more drilled-down customized reports
 Gives the power to mine data and create
reporting on demand
 Quickly and easily utilize pre-configured
reports to track finances, OMV data, citation
status, or team performance
Complete citation lifecycle
history of citations paid,
contested, closed, or voided
 A broad and universal view allows complete
comprehension of the complete lifecycle of
each citation at a glance
Citation summaries include
photos, notices, letters,
adjudications, and payments
information 24/7

 Captures important data associated with
citation
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20 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Online registration and permit
ordering
 Easy online access raises parker's satisfaction
levels
IPS Group is one of a select
group of companies that have
integrated with National Law
Enforcement (Nlets) in all 50
states, DC, and select Canadian
Provinces with permissions.
 Unlike our competitors, IPS has a DIRECT
integration with Nlets. This means more
immediate and more comprehensive law
enforcement information to cities.

Live chat support
 Numerous ways to access customer service-
immediate help solutions including Phone,
Email, and Live-Chat
 Provides a convenient way to talk with an
agent while going about their day - -- fast
connection time, communication trail can multi-
task
Advanced smart search
capability
 Offers instant search suggestions and accurate
results
Seamless integration with IPS
and third-party technologies
 Plug-and-play simplicity, no matter who the
other third-party vendors are in your parking
ecosystem
High-resolution color photos, e-
chalking, and heat mapping
 Allows for quick and easy presentation of real-
time data and provides stronger evidence
Scofflaw and customized
notifications
 Data is available when you and how you need it
 Officers alerted to repeat offender status in
real-time to cite accordingly

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21 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

PUBLIC CITATION MANAGEMENT PORTAL

IPS Proposes to the City of Lynwood the Public Citation Management Portal, a website that allows residents and/or visitors to access details about their citations and take action in a convenient, paperless process completed in real-time. Residents/visitors can review the current status of their citations, review fine amounts including late fees, pay, or contest their citations, and obtain a receipt or additional information.

Features at a Glance
 Review current and comprehensive citation, transaction, and appeals history  Contest a citation and upload supporting documents
 Pay citation and receive a receipt in real-time
 Access via any internet browser, on any web-enabled device  Payment accepted via any major credit card:
 Visa, MasterCard, Discover, and American Express
 Payments processed and citations updated in real-time  Live chat support
 PCI Certified

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PUBLIC CITATION PORTAL

FEATURES BENEFITS
Real-time access to citation status
and transaction history
 Gives needed information to citizens
easily and on-demand
Highly secure PCI-compliant
application
 Citizens' private information is completely
secured
Customizable branding  Provides flexibility to change text should procedures change
Comprehensive (Smart) FAQ  Users can quickly and easily receive answers to their questions
 Saves money on customer service
expenditures
Accepts all major credit cards
 Makes payment easy for users
 Increases paid citation ratio

MOBILE ENFORCEMENT SOLUTION HANDHELD
IPS proposes to City of Lynwood a choice between a two-piece or one-piece mobile handheld. Below are the key features of each one.

Two-Piece Handheld Option 1 One-Piece Handheld Option 2 540
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Our Mobile Enforcement Solution supports both Android/iOS and offers both a one-piece or two-piece unit compatible with all printer configurations. For more details about the difference between the 2 pieces and 1 piece Handheld please see the appendix.

RECOMMENDED HARDWARE
 Handheld Device: IPS is proposing either a Samsung Note 9 or iPhone X or XF Handheld
 Printer: Seiko MP-B30L Bluetooth printers (Two-piece option)  Printer Compatibility: Windows 7, 8, 8.1, and 10. Availability for Android, iOS, and Windows CE print class
 Printer Capabilities: Print high-r esolution receipts at 127mm per

FEATURES AT A GLANCE
 Real-time syncing to secure/encrypted LMS back office  Scofflaw and customized alerts
 Integrated thermal printer (1-piece unit)
 Magnetic strips and smart card reader for in-field payment collection  E-chalking
 Shift tracking
 Customizable user dashboard
 High contrast easy-to-read screen ----- even in harsh daylight conditions  Type-ahead field input
 GPS tracking
 High-res color images (2mp 1080 p @3fps color image)
 Automatic software updates
 IP65 rating (Operating temps tested to MIL-STD 810F -20° to +50° C)

PROCESSING OF ADMINISTRATIVE CITATIONS
The provider will receive a copy and process all administrative citations written by designated employees of the City. The provider will create a secure database to store, monitor, and track the process of all administrative citations. All administrative citation files must be readily available to City staff upon request. The provider will provide consistent payment noticing to the responsible person issued administrative citation(s).

Through the Enforcement Management System Back-end software (EMS) as described in the previous page, The City of Lynwood will see all the citations given by the officer through the handheld. Through the EMS the City can monitor track, and store all the administrative citations. The City also can customize all the reports to see all the payments issued. For more information, please see the EMS reports in the appendix. 541
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There shall be a real time secure website for public and City staff inquiry. The public shall be able to make citation payments on a secure website at any time. City staff shall have access to reports at any time.

Through the public citation portal Management, Residents and visitors of the City of Lynwood can easily pay ther citation in a real time. The public citation portal is linked to the EMS, and all information appears in a real time for the City’s users reports.

The provider shall track delinquent citations and subsequent delinquent notices. The provider shall refer delinquent accounts to collection agencies as necessary. The provider must have the ability to utilize the Franchise Tax Board lnter-Agency Intercept Program for tracking and reporting delinquent citations.

IPS integrates with state tax authorities for the purposes of the collection of delinquent citations if allowed by state law and in accordance with local collection policy via the use of Franchise Tax Board (FTB) inter-agency Intercept collections. Within states that support FTB collections (or comparable services) qualified accounts that remain unpaid can be submitted to the state in order to be processed for interception. FTB intercepts for unpaid debt can include but is not limited to wage garnishment, lottery earnings, and tax 542
25 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
returns. Once the state has sent all intercepted funds and detailed reports directly to the City of Lynwood or IPS, IPS will reconcile all payments and confirm their application within the Enforcement Management System (EMS) back office. IPS will send updates to the state FTB service of any necessary information in order to update the account within their system.

Responsible persons shall have the option of paying by check, money order, or credit/debit card. The provider must have the ability to process the payments quickly. There shall be no charge to the City for credit card payments. Citation payments are to be posted and updated daily.

IPS offers several different payment options:

In-Person Payments - Cash, check or credit can be taken at the City of Lynwood’s location which is entered into the Enforcement Management System by the City of Lynwood’s staff.

This automatically updates the citation and generates a receipt. An online, real-time report can be generated that details all funds taken by the City of Lynwood for daily reconciliation.

Public Portal Payments- IPS accepts VISA, MasterCard, Discover, and American Express via the Public Portal website. IPS provides all credit/debit card processing via real-time authorization and processing. Credit/debit card payments are updated in real-time to the citation records and receipts can be printed from the system for the public. Payments by credit card are accepted 24/7. The system secures immediate authorization from the processor and immediately updates the citation status in real-time. The Public Portal website is fully PCI compliant, please see Appendix.

Mail Payments - IPS provides a lockbox service where payments can be mailed by the public.

Payment will be posted and deposited to the City of Lynwood’s account. The City of Lynwood will have access to view deposit information online, as well as each citation paid within that deposit. Reports are available online for the City of Lynwood to reconcile each payment and deposit that has been made to the City of Lynwood’s bank account. In addition, monthly reports are available to the City of Lynwood to reconcile daily and monthly deposit activity.

2. CUSTOMER SERVICE
A toll free automated customer service line must be available for public inquiry at any time.

A toll free live customer service line must be available during normal business hours (Pacific Standard Time). A complaint tracking system must be implemented to track and describe customer service complaints.

IPS clearly understands that ongoing support is a critical element of any successful project and the basis of a long-term partnership. IPS is uniquely positioned to provide support services that will translate into the most responsive and comprehensive service offering available to the City of Lynwood designated Customer Success Team includes a Customer Support Manager who understands all the intricacies of the project. 543
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THE FOLLOWING SERVICE OFFERINGS ARE INCLUDED THROUGHOUT THE LIFE OF THE CONTRACT WITH IPS:
24/7 TELEPHONE HELP DESK & O NGOING SUPPORT
Knowledgeable, friendly service is just a phone call away.

IPS offers customer service resources with in-depth system knowledge around the clock to ensure you get what you need, fast. Our team of experts is available via a telephone-based help desk during normal business hours from 7 a.m. to 9 p.m., Monday through Friday. We also offer after-hours/emergency technical support to maintain constant coverage. Upon entering a contract, IPS will provide contact information for all IPS senior staff.

IPS customer service can be reached toll-free at (877) 630-6638, or at [email protected] for non-emergencies.

LIVE CHAT CAPABILITIES
Self-help support resources are right at your fingertips.

Our products have been developed so that an easy immediate fix may be available without the help of additional IPS personnel support. The IPS Parking Enforcement Management System features Live Chat to help get the job done. Online help tools include product manuals, FAQs, ‘‘how-to’’ training videos, and more. These tools can be conveniently accessed 24/7 online for authorized users.

TROUBLESHOOTING / TECHNICAL SUPPORT
Designated technical resources are ready to help you .

As both the designer and manufacturer of its smart parking technology, IPS is prepared to designate your City with technical resources including a team of hardware/software engineers, database administrators, and web/data-integration engineers for additional support.

DATA SECURITY MANAGEMENT
Your data is protected.

IPS offers ongoing data security management and backup systems support of the EMS in case of a critical failure.

PERSONALIZED FOLLOW -UP MEETINGS
Ensure all project criteria are met and exceed expectations.

• IPS provides telephone-based help desk services during standard business hours from 8 a.m. to 5 p.m. PST.
• IPS offers a toll-free telephone option (877.630.6638). • Additionally, IPS provides after-hours service in case of emergency 24/7/365. 544
27 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
The City of Lynwood will be provided with a 1-800 support line as well 24 x 7 support ticket system to escalate any application issues. The IPS customer service team will contact the customer with a resolution. Customer Service will contact the appropriate internal or external vendors for problem resolutions if required.

The following comes from our Standard Service Level Agreement (SLA) as it relates to response time commitments. Our full SLA can be provided upon request.

REPORTING AND RESPONSE TIMES
All errors shall be communicated to IPS via the Client’s Contract Manager to determine if the problem is caused by an issue on the City of Lynwood/IPS side and forwarded to IPS Customer Support group if the problem resides within the scope of services provided by IPS. IPS shall make all commercially reasonable attempts to respond and resolve within the service matrix found on the following page.

Service Level Response Time Status Update
Frequency
Service Resolution
Time Goal
EMERGENCY Less than 30
minutes
Every 30 minutes Less than 30 minutes
HIGH 1 hour Every 2 hours Within 2 hours
MEDIUM 2 hours Every 48 hours Within 5 Business
days
LOW 8 hours Every 10 Business
Days
Within 30 Business
days

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10. SCOPE OF SERVICES - -- PARKING CITATION PROCESSING

COPE OF SERVICES- PARKING CITATION PROCESSING

1. PROCESSING OF PARKING CITATIONS
The provider will receive a copy and process all parking citations written by City Public Safety Division staff. The provider will create a secure database to store, monitor, and track the process of all parking citations. All parking citation files must be readily available to City staff upon request. The provider will provide consistent payment noticing to the responsible person issued parking citation(s).

Through the Enforcement Management Solution software (EMS), All the citations are received a real-time from the handheld, the EMS is a secured database where all the citations are stored. The City of Lynwood’s users can store, monitor and track all the parking citations, they can also customize the reports and include all the information needed such as payments, license plate, citation number…etc. All the reports can be exported to xls, cvs…etc.
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There shall be a real time secure website for public and City Staff inquiry. The public shall be able to make citation payments on a secure website at any time. City staff shall have access to reports at any time.

As explained in the previous pages, IPS offer a public citation website for the City of Lynwood citizens to monitor, track and pay their citations. The public citation website is linked to the back-end software Enforcement Management System EMS in a real time where the City of Lynwood’s users can also track all the citations and customize the reports as needed. For more information please see the EMS reports in the appendix.

2. REVENUE COLLECITON
The provider shall track delinquent citations and subsequent delinquent notices. The provider shall refer delinquent accounts to collection agencies. The provider must have the ability to utilize the Franchise Tax Board lnter-Agency Intercept Program for tracking and reporting delinquent citations.

IPS integrate with state tax authorities for the purposes of the collection of delinquent citations if allowed by state law and in accordance with local collection policy via the use of Franchise Tax Board (FTB) inter-agency Intercept collections. Within states that support FTB collections (or comparable services) qualified accounts that remain unpaid can be submitted to the state in order to be processed for interception. FTB intercepts for unpaid debt can include but is not limited to wage garnishment, lottery earnings, and tax returns. Once the state has sent all intercepted funds and detailed reports directly to the City of Lynwood or IPS, IPS will reconcile all payments and confirm their application within the Enforcement Management System (EMS) back office. IPS will send updates to the state FTB service of any necessary information in order to update the account within their system.

Collections Bureau Services - IPS provides a complete collections solution based upon the needs and requirements of the City of Lynwood. Our services include but are not limited to adding penalties for administrative costs, generating any number of collection notices, interfacing with credit reporting agencies, and providing unique toll-free numbers and call center resources with highly trained staff to manage collection matters. We offer multiple configurations of these solutions to our clients as outlined below:

IPS Collections Partner:

IPS has a strategic partnership with Collection Bureau of America (CBA), Ltd. which is a privately held corporation with 50+ years of experience in the collections industry. CBA is pre-integrated with the IPS Enforcement Management System thus allowing for easy retrieval of citation data and providing a comprehensive solutions while allowing flexible recovery strategies and approaches to collections to meet the agency’s needs and goals.

CBA provides customized letter and notice programs, reporting, payment options, and a call center with staff trained in handling collection matters. 547
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3rd Party Collection Services:

IPS has the ability to work with virtually any 3rd party collections service should the City of Lynwood prefer this option. Using our extensive background, experience, flexibility, and technical resources, IPS can quickly and accurately integrate with any preferred collections service to provide a seamless recovery solution.

Motor Vehicle Registration Holds - IPS can integrate with the state department of motor vehicles (OMV) and transportation authorities for the purposes of the collection of delinquent parking citations, if allowed by state law and in accordance with local collection policy via the use of our OMV Registration Hold integration service. Within states that support OMV holds qualified accounts that remain unpaid can be submitted to the state OMV in order to be processed for registration holds. OMV holds for unpaid debt will prevent the registered owner of the vehicle attached to the citation(s) from renewing the vehicle registration until the debt has been cleared. Once the state OMV has sent all collected funds, OMV hold-release confirmations, and detailed reports directly to the City of Lynwood or IPS, IPS will reconcile all payment and hold-release information and confirm their application within the Enforcement Management System (EMS) back office. IPS will send updates to the state OMV service of any necessary information in order to update the account within their system.

IPS offers several different payments as explained in the previous question: Cash, check or credit/debit card, money order in person at the City of Lynwood locations or by mail. Citations are posted in real-time and payment is updated in the EMS accordingly. All credit card payments will include a gateway processing fee paid by the end user. The City of Lynwood will not be charged this fee. The City must provide a merchant processing fee.

3. OMV INTERFACE F OR REGISTERED OW NER (RO) INFOR MATION AND HOLDS
A. Contractor must have the ability to retrieve registered owner (R/0) data from the California OMV
IPS complies. The system integrates with the Department of Motor Vehicles (OMV) for real- time validation of vehicle registration information. Further, the Enforcement Management System (EMS) has National Law Enforcement Telecommunications System (Nlets) integration across 50 states. OMV and Nlets integrations ensure that the City of Lynwood will have access to the most accurate registered owner data possible, reducing potential errors and improving efficiency.

B. Contractor is expected to have internet access to OMV 548
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IPS complies. The Enforcement Management Solution integrates with the Department of Motor Vehicles (OMV) for real-time validation of vehicle registration information.

C. Review OMV No Hit list to insure license plate and state information was entered correctly IPS complies. Periodic reviews of no-hits are made to ensure plate and state were entered correctly.
0 . Confirm vehicle make and registered owner information IPS complies. IPS Enforcement Management System (EMS) integrates with the OMV and allows the City of Lynwood’s users to access to the Registered owner information through the Enforcement Management System (EMS).

E
. Contractor will maintain communications with out-of-state OMV's IPS complies. IPS has an established, real-time interface with the CA Department of Motor Vehicles OMV. For the out-of-state registered owner acquisition, IPS will utilize our strategic partnership with Nlets, as well as OMV sources, to acquire registered owner information.

F. Contractor is required to process OMV holds and releases within 48 hours IPS complies. IPS provides data entry within 48 hours for OMV holds or releases. The City of Lynwood has the capability of establishing a registration hold at the OMV at its discretion. 549
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G. Must have the ability to store previous information from previous R/O's IPS complies. All real-time citation information and history - including registered owner information, payment, adjudication, and correspondence history - can be accessed by authorized users in the EMS.

4. REGISTERED OWNER CORRESPONDENCE
A. Contractor is required to mail reminder notice for all citations to registered owners within seven days of receipt of the information from the OMV
IPS complies. Notices are printed in color and provide important information to the public regarding the citation details as well as containing all information required to submit payment. All notices, letters, and postage are provided by IPS and mailed using first-class mail. Parking violation notices are mailed based on the City of Lynwood's preferred schedule. The City of Lynwood has the ability to customize the text that is printed on the notice if necessary, which allows the City of Lynwood the flexibility of changing the text if needed.

B. Contractor is required to mail notices to lessees and renters of cited vehicle when provided with proof of written lease or rental agreements The EMS supports the collection of tickets from lessees and renters and can manage and regulate the transfer of responsible parties and correspondence thereof. Custom business rules can be implemented to ensure proper operations per the City of Lynwood’s instruction.

5. DATA MANAGEMENT, REPORTING AND STATISTICAL CAPABILITIES A. Contractor to maintain provisions for proven database management and software and servers
IPS complies. IPS offers a web-based system that can be accessed via any web-enabled device. The IPS system is completely cross-compatible with all browsers, operating systems, and devices. All IPS applications are reviewed prior to the major browser and iOS updates to eliminate any potential downtime and prevent degraded user experiences.

OPERATING REQUIREMENTS
 Hardware Requirements: The EMS is secured on a private cloud environment; no installation is required. The EMS can be accessed via any web-enabled device.  Operating System Software Requirements: An internet browser is the only tool required to access the system. Windows and Apple iOS are typical.  Browser Requirements: Any current internet browser will be sufficient to access the EMS. MS Explorer, Mozilla Firefox, Google Chrome, iOS-supported browsers are all compatible, including mobile phone browsers.

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B. All database information is to be maintained with strict confidentiality and contractor is to provide description of securities at time of submittal
The Enforcement Management System (EMS) is a real-time web-based enforcement application that allows the City of Lynwood to manage every step of the citation process lifecycle. The system is secured in a private cloud environment; no installation is required.

Our databases are secured using Transparent Data Encryption (TDE) to ensure that in the unlikely event of a theft, backups of our databases and log files will not be useable.

Additionally, in the unlikely event of a breach, data that is considered sensitive is encrypted at the field level.

C. Contractor must be able to provide all statistical reports, including, but not limited to R/0 contact information, citation number, and delinquent status for at least five years for all open accounts
IPS complies. The Enforcement Management System (EMS) provides robust reporting (pre- defined Administrative, Financial, Technical, and custom reports) capabilities that cover the complete citation lifecycle history of citations paid, contested, closed, voided, etc. Citation summaries include photos, notices and letters, adjudications, and voids. All reports can be exported to PDF or Excel format.

D. Contractor shall be capable at a minimum, of producing reports relating to: open citations, bank deposits, scofflaws and citation dispositions Contractor must be capable of delivering these reports to the designated city personnel on an agreed upon schedule.

IPS complies. The Enforcement Management System (EMS) provides all customized reports as explained in the previous question. The City of Lynwood’s users can export the reports in different types of formats as needed. For more information please see the EMS reports in the appendix

E. The data system must be able to store, sort and or process the following items; citation number, data and time of issuance, badge number of the issuing officer, comment field of up to 50 characters, vehicle license plate number, vehicle identification number, state code, registration expiration date, vehicle make, vehicle color, violation codes. Location of the violation, citation penalty and delinquent amounts, delinquent date, received payment/documents post-mark dates, notification dates, OMV hold and release dates, date of entry into systems, disposition codes, and R/0 information.

IPS complies. The above-mentioned fields are currently included in the citation history report available in the EMS. Additionally, the mobile enforcement device features color photo syncing and the ability to take high-res color images (2mp 1080p @3fps color imager). There is no limit to the number of photos that may be uploaded to the citation. The OMV is linked to the EMS as well in real-time, R/O and other information are part of the reports. The City of Lynwood’s users will give the ability to store, sort, and export all the information needed.

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F. Mailed-in requests for dismissal of citations for non-displaced placards will be processed by the City. Incomplete requests or denials will be mailed to the registered owner within two days of receipt.

IPS complies . Any mailed-in requests for dismissal of non-displayed or misused placards will be forwarded to the City of Lynwood for review and processing.

G. In person reviews of non-displayed placards will be conducted at the City office by City personnel.

IPS compl ies.

H. Contractor will receive dismissal results from the City and are required to update the database within 24 hours.

IPS complies. The results will be updated within 24 hours from receipt. 552
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I. Non-placard related handicap violations are contested through the normal contest process.

IPS complies. IPS will manage any non-placard-related disabled violations through the normal appeals process.

6. TRANSIT ION PLAN
A. Contractor will be required to import current citation data (from third party) into their citation management system.

IPS will work with the City of Lynwood’s existing data to analyze and convert it, as required, in the RFP. IPS understands how critical this data conversion is to the success of this project and it is our promise to provide the City of Lynwood with dedicated care and communication throughout the entire conversion process.

IPS has a number of full-time individuals dedicated to helping you throughout the conversion process. We utilize a unique process of expediting the conversion data by working on test data prior to the live exchange. All these processes are accomplished and continuously supported in order to maintain the integrity of the City’s data; all while minimizing operational and customer service disruptions.

We recommend converting all citations issued within the last five years. This will ensure that you will be able to generate statistics and reports against a complete data set. IPS is happy to accommodate a smaller conversion should that be the desired direction. A detailed conversion timeline is included below. This timeline contains sample start and end dates which help provide a clear picture of the steps we will take during your conversion process.

All user manuals will be provided to the City of Lynwood upon award.

Conversion Task (SAMPLE – dates can be updated upon the City of Lynwood confirmation) 553
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SUBTASK DURATION SAMPLE

START DATE
SAMPLE

END DATE
Conversion Data Analysis 14 10/30/2023 11/14/2023
Data file(s) request 1 10/30/2023 11/1/2023
Data file(s) receipt 5 11/1/2023 11/6/2023
Data file(s) initial analysis 1 11/6/2023 11/7/2023
Data file(s) Q&A with existing vendor 1 11/7/2023 11/8/2023 Answer(s) received from existing vendor 1 11/8/2023 11/9/2023 Import into test database 1 11/9/2023 11/10/2023
Follow up Q&A with existing vendor 1 11/10/2023 11/11/2023 Conversion algorithm modification 1 11/11/2023 11/12/2023 Reload conversation data into test DB 1 11/12/2023 11/13/2023 Analysis of loaded data 1 11/13/2023 11/14/2023
Live Data Conversion 18 10/31/2023 10/18/2023
Receipt of live data 1 10/31/2023 10/1/2023
Data analysis 1 11/1/2023 11/2/2023
Follow up Q&A with existing vendor 1 11/2/2023 11/3/2023 Answer(s) received from existing vendor 1 11/3/2023 11/4/2023 Import into live database 1 11/4/2023 11/5/2023
Year 1 data loaded 5 11/5/2023 11/10/2023
Year 2 data loaded 1 11/10/2023 11/11/2023
Year 3 data loaded 1 11/11/2023 11/12/2023
Year 4 data loaded 1 11/12/2023 11/13/2023
Year 5 data loaded 5 11/13/2023 11/18/2023
Final Review 8 11/18/2023 11/26/2023
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Final analysis 2 11/18/2023 11/20/2023
Client analysis 2 11/20/2023 11/22/2023
Vendor sign off 2 11/22/2023 11/24/2023
Client sign off 2 11/24/2023 11/26/2023
B. Contractor will train city staff for access and inquire capabilities to citation database, to be conducted at city facilities.

TRAINING PROGRAMS FOR THE CITY OF LYNWOOD

IPS WILL PROVIDE AS MUCH TRAINING AS REQUIRED
IPS will provide all necessary training (both on-site and web-based) as required by the City of Lynwood including additional and customized sessions before and after deployment.

Additionally, IPS can provide multiple trainers if necessary. Most IPS training sessions are a combination of onsite classroom training and hands-on use of enforcement management systems. Manuals are provided for reference material. As new features are deployed, additional training sessions can be established at mutually agreeable times to provide updates and refresher training. The following pages include our standard training subjects. A complete training schedule with an agenda will be constructed and approved by the City of Lynwood if awarded.

TRAINING SUBJECT: ENFORCEMENT
Element Description
Subject Matter Training will demonstrate meter flexibility and configuration options that can be used to make
enforcement as easy as possible.

Primary Audience Enforcement Staff / Supervisors, Adjudication Staff Training Hours per employee 1-2 hours per session
Employees Eligible to Train 8-10 per session, with no limit to the number of total employees
Proposed Schedule Post-installation
Location of Training Enforcement staff offices or locations TBD Training Provided By Local Field Service Technician
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TRAINING SUBJECT: HANDHELD HARDWARE/MOBILE ENFORCEMENT

SYSTEM (MES)
Element Description
Subject Matter To introduce enforcement officers to handheld hardware and software use. Training includes basic
handheld use and operating features related to issuing
a citation, taking photos of vehicles in violation, use of the chalking feature, and use of Meter Guided
Enforcement. First-line troubleshooting and basic
repair are also included. The session also includes
FAQs and Q&A sessions.

Primary Audience Officer staff responsible for issuing the citation Training Hours/Employee 1-2 hours per session
Employees Eligible to Train No limit to the number of total employees Proposed Schedule Prior to and during the installation
Location of Training The City of Lynwood determined location TBD Training Provided By IPS Group System Support Specialist/Local Field Service Technician

TRAINING SUBJECT: ENFORCEMENT MANAGEMENT SYSTEM (EMS)
Element Description
Subject Matter To introduce the City of Lynwood staff to the Enforcement Management System (EMS) used to
track the entire lifecycle of parking citations.

Training includes a review of citation data,
adjudication, payment, OMV communications, and
reporting. Training includes an overview of the
various system functions related to citation changes
and updates. The session also includes FAQs and
Q&A sessions.

Primary Audience Office staff having interaction with public inquiries and anyCity of Lynwood employee needing access
to citation information.

Training Hours/Employee 1-2 hours per session
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Employees Eligible to Train No limit to the number of total employees Proposed Schedule Prior to and during the installation
Location of Training City of Lynwood determined location TBD Training Provided By IPS Group System Support Specialist/Local Field Service Technician

TRAINING SUBJECT: PERMIT MANAGEMENT
Element Description
Subject Matter To introduce the staff to the use of the permit management system. Training includes how to register
and purchase a permit on a public portal, back-office
approvals, other options, and permit reports.

Primary Audience Staff responsible for managing permits Training Hours per Employee 1-2 hours per session
Employees Eligible to Train No limit to the number of total Employees Proposed Schedule Prior to and during the installation Location of Training Webinar
Training Provided By IPS Group Support Specialist

C. Contractor is required to facilitate installation of software and remote access to database by working in conjunction with city IT staff.

The IPS solution is web-based, therefore there is no software installation required. IPS will provide full training on the Enforment Management Solution and Permit Management System.

D. Contractor is to obtain approval from the city of standard forms prior to use, including notices of delinquent violation.

IPS compl ies. Delinquent violations are sent within one (1) working day of the ticket becoming delinquent or City of Lynwood’s preferred schedule and approval.

E. Contactor will confirm all types of customer correspondence including, but not limited to, examples of letters to be sent to customer and methods of communication to designated city personnel.
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Notices are printed in color
and provide important
information to the public
regarding the citation details
as well as containing all
information required to
submit payment. All notices,
letters, and postage are
provided by IPS and mailed
via first-class mail. Parking
violation notices are mailed
based on the City of
Lynwood’s preferred
schedule. The City of
Lynwood has the ability to
customize the text that is
printed on the notice if
necessary, which allows the
City of Lynwood the
flexibility of changing the
text should procedures
change.

Attached is an example of a
notice of delinquent
violation notice.

F. No portion of the contract shall be permitted to be subcontracted to another private or public agency without express written approval from the city.

IPS complies. No portion of the contract will be permitted to be subcontracted to another private or public agency without express written approval from the City of Lynwood.

G. The contractor shall comply with all requirements of the State of California Vehicle Code (CVC) in regard to processing records sent by the city.

IPS complies with all State of California Vehicle Code (CVC) policies.

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7. DATABASE BACK -UP AND OFF -SITE SECURITY
A. Contractor will ensure all systems are backed up daily to ensure safety of the data in the event of a power outage or natural disaster.
 Every 15 minutes: Database transaction backup
 Daily: Entire database backup
 Daily handheld (MES) database backups to IPS servers
 Monthly: On-site database backup
 Weekly: Off-site database backup

B. Contractor shall transfer and store off-site all backups of data for disaster recovery.

IPS provides all hosting services using IPS-owned equipment at a world-class third-party location in San Diego, CA. The third-party location is Standards for Attestation Engagements (SSAE) No. 16 certified, which is an internationally recognized in-depth auditing standard that reviews control objectives and control activities for service providers and is an enhancement to the former SAS 70 standard. The secure facility has multiple security access checkpoints. It is environmentally controlled for temperature and humidity, is earthquake- proof rated, has connectivity redundancies, and contains on-site power generation capabilities. The City of Lynwood will access all required information via the Internet and will not be required to install, update, or maintain any hardware or software other than an Internet browser. Certifications in data protection are PCI DSS and Nlets.

The majority of updates are completed remotely without any user intervention or system downtime. If there is an instance where downtime to hardware and/or software maintenance is required, the Agency will be notified once it is scheduled.

8. GENERAL SOFTWARE STANDARDS
The proposed software must comply with the following general standards:
100% compatible with Windows XP/Windows 7 Operating System IPS complies. The Operating System Software Requirements are an internet browser is the only tool required to access the system. Windows and Apple iOS are typical.

Software native to the PC environment
IPS complies.

Software currently supported with no plans to phase out IPS complies.

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42 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Software is easy to use and has a Graphical User Interface (GUI) IPS complies.

Adequate security features that include the ability to set access controls at multiple levels IPS complies. The Enforcement Management System allows complete user control over security parameters with the most common being role-based security via password authorization. Access privileges to functions in the Enforcement Management System can be set for specific roles and users in the Administration module.

A unique ID and password are given to each user with access defined for that profile. User- level management allows the City of Lynwood to allow varying levels of access rights and security privileges, including read-only or edit/delete abilities by choosing a specific access selection for City of Lynwood users.

C
ustom report capabilities where applicable
The Enforcement Management System is designed with all of the tools to help the City of Lynwood to automate operations, maximize efficiency, promote transparency and compliance, and increase enforcement revenue. An intuitive, customizable dashboard provides helpful at-a-glance visual analytics in the form of charts, graphs and heat maps so the City of Lynwood can to easily pinpoint patterns and trends. Additionally, the EMS has robust reporting capabilities with a full set of pre-defined administrative, financial, and technical reports, as well as the ability to customize reports to only display the data you want. All reports can be exported into various formats, including XLS, CSV, and PDF.

Documentation with on-line help, as well as user manuals IPS complies. IPS will provide the City of Lynwood with all the user manuals needed.

Customer service is also available for help.

C
ustomer support with a toll free support line and available email and remote diagnosis during normal business hours (PT)
IPS customer service can be reached toll -free at (877) 630 -6638, or at [email protected] for non -emergencies. IPS will provide the support needed and remote diagnosis duri ng business hours (PT).

M
ultiplle user access to applications
IPS complies. Unlimited users can log in to the EMS.
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43 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

9. INSTALLATION AND TRAINING
A proposed timeline, testing and implementation must be provided. The bidder will provide complete installation of the software, ensure proper system performance and complete acceptance testing. Training is required to cover all aspects of operation including supervisor functions. Including but not limited to the following:

Turnkey installation with all software operational at time of completion IPS will install and convert all the Data of the City of Lynwood as explained in the previous page. All the steps are recorded to ensure that each one is completed in a timely manner.

Upon acceptance of a signed agreement, IPS Group Inc will:
 Conduct site assessments and prepare the site as necessary for system installation and operation
 Collected all required data assets for use in the new system  Work prior to the vendor to ensure a smooth transition  Outline and document all installation steps using industry-standard project management software
 Provide all user training, manuals for implementation  Additional training will be available as needed at no cost to the City of Lynwood  Prepare and maintain system documentation
 Implement a fully tested, functional system
IPS Group, Inc will participate in all meetings requested by the City of Lynwood.

Training for end users including admin and system administrators IPS
will provide all necessary training (both on-site and web-based) as required by the City of Lynwood as described on page 37 -38 .

Scheduled testing on all aspects of interfacing including interfacing from the contractor endpoint

QUALITY

ASSURANCE PLAN AND TESTING FOR THE CITY OF LYNWOOD
We
at IPS incorporate an industry-standard QA plan and we follow processes that are a combinatio
n of automation and manual testing. Each stage of development will have at least
one formal checkpoint called a ‘‘stage exit’’. When a stage has been successfully exited, it
indicates that all draft deliverables due to date have been completed, all outstanding issues
have an acceptable action plan, and there is a sound plan in place for the remainder of
the
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44 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
project (detailed for the next stage). The project's designated approvers (signoff authorities) must provide a written position of concur/non-concur at the stage exit. All affected functional areas involved in the project also participate in and can provide input to the stage exit.

Quality Assurance for this project will include at least one audit of all current draft deliverables and selected work products in each stage of development. These reviews will assure that the established system development and project management processes and procedures are being followed effectively and that exposure and risks to the current Project Plan are identified and addressed accordingly. In-stage reviews, hereinafter referred to as In- Stage Assessments (ISA), will be performed and documented by the SJ-RT Quality Assurance consultant, in accordance with the DOE SEM In-Stage Assessment Process Guide.

The following steps depict the In-Stage Assessment process flow for all development stages:
 Schedule the Assessment
 Receive Deliverables
 Conduct the Assessment
 Prepare Finding
 Report to Project Manager

Staff sessions to be conducted on-site at the City
Upon award, IPS will work with the City of Lynwood, to clearly define the meetings and the sessions that will be conducted on-site at the City, we have included our standard implementation plan for your reference.

IMPLEMENTATION PLAN - ENFORCEMENT
IPS will work closely with the City of Lynwood to ensure a seamless implementation of the Enforcement Management System. Cathy Bock, Project Manager, will be responsible for managing the project for the City of Lynwood through all stages of the implementation and throughout the life of the project.

Cathy will oversee the integrity of the service and performance. All Key Personnel are fully proficient in our services and system with over 30 years of total combined years of permit processing experience. All steps will be documented to ensure that each step is completed in a timely and accurate manner.

The below standard operating procedure (SOP) is based on the best estimates of the time required to implement the IPS Enforcement Management System. Generally, an implementation is achievable within 90 days or less. However, IPS strives to beat these timelines; in many cases, we can accomplish a go-live in 45 days or less. 562
45 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
*IPS will comply with all local and state health and safety guidelines in place at the time of any in-person visits to the City of Lynwood

TASK TARGET TIMELINE
Equipment 4-6 Weeks
Hardware Order and Shipment
Citation Paper Proof
Citation Paper Order
Data Acquisition 1-2 Weeks
Location Data
Violation Data
User / Officer Data
Other Business Rules
Data Conversion 6-8 Weeks
*Conversion of Existing Data
Training and Installation 1-2 Days
Onsite Installation and Training
Other Processes 1-2 Weeks
Export Build and Testing (if applicable)

IMPLEMENTATION PLAN - -- PERMITS
*IPS will comply with all local and state health and safety guidelines in place at the time of any in-person visits to the City of Lynwood.

TASK TARGET TIMELINE
Data Acquisition 1-2 Weeks
Location Data
Permit Types/Permit Sub-Types
Other Business Rules
Data Conversion 6-8 Weeks
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46 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Integrations of Enforcement, LPR, meters
*Conversion of Existing Data
Training and Installation 1-2 Days
Onsite Installation and Training
Other Processes 1-2 Weeks
Export Build and Testing (if applicable)
*Conversion Data is a set of existing (open, closed, and archived) data that the City of Lynwood owns. This data can be quite extensive and therefore IPS has a strict protocol that we follow to ensure a seamless conversion process. This unique protocol gives IPS the ability to guarantee absolutely minimal downtime through our entire implementation process.

10. CUSTOMER SERVICE
A toll free automated customer service line must be available for public inquiry at any time.

IPS customer service can be reached for public inquiry toll-free at (877) 630 -6638, or at customersupport@ipsgroupinc. com for non-emergencies. All the complain ts can be tracked through the Enforcement Management System.
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47 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

SCOPE OF S ERVICES - PARKING P ERMIT

MANAGEMENT
The Permit Management puts the entire parking permit network within reach from anywhere, at any time, with one, powerful web-based system. Permit-seekers purchase and renew parking permits ent irely online. Customers’ information updates in real time, so you can be sure that you have constant access to the latest and most accurate information from any stage of the permit lifecycle including purchase, order status and fulfillment.

Client access to the Permit system is through a web-based system. Access to the permit program is achieved by using the Internet.

IPS is proposin g to the City of Lynwood the public permit portal for the Citizens and a permit management Solution software for the City of Lynwood’s users.

PUBLIC PERMIT PORTAL
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48 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
The IPS Public Permit Portal makes it easier than ever for your citizens and frequent visitors to purchase and renew parking permits online. The customer-facing website conveniently allows users to review rates and availability, apply for a permit, upload verification documents, and pay online.

FEATURES AT A GLANCE
• Online registration and permit ordering
• ID/Password authentication
• Submit the application and pay for a parking permit
• Upload additional required documentation
• Review the status of the permit application
• Temporary permits are available immediately
• Access via any internet browser, on any web-enabled device • Payment accepted via any major credit card
• PCI Certified

PUBLIC PERMIT PORTAL

FEATURES BENEFITS
Web-based permit application  24/7 access to customers and managers Paperless system  Managers can create custom permit types  Customers can upload qualification
documents to the website (e.g., proof of
residency, employment, or driver’s license)
Shopping-cart style system  A familiar system allows customers to select the permits they would like to purchase and
then use our PCI Level 1 secure credit card
processing platform to complete
transactions
Third-party systems integration,
including LPR for virtual permitting,
cashiering systems, and employee
and/or residents records
 IPS can integrate with third-party systems
easily and trouble-free; after 20 years of
leading the parking industry, there are no
third parties IPS is unable to integrate with
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49 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Secure log-in and access to permit
information 24/7
 Limitless access to data in real-time
Online registration and permit
ordering
 Easy online access raises Parker's
satisfaction levels
Vehicle and permit data uploaded in
real-time
 Environmentally friendly, as parkers do not
have to physically drive somewhere else to
get and register permits
Unlimited permit types and rate,
including Residential, Employee,
Guest, Daily, Monthly, and Annually
 The IPS Permitting Solution is configurable
by the end-user to meet their needs.

Parkers appreciate the convenience of
having many options at their disposal. This
takes away some of the frustration inherent
with the permitting process
Comprehensive back-office reports,
including Active Permits, Autopay,
Payment Types, Waitlist, Refunds,
and Settlements
 In-depth reporting is a simple click of the
mouse away increasing efficiency and
decreasing stress
Integrates with IPS Parking
Enforcement Management Solution
 A cohesive, all-in-one solution in a
technology-forward ecosystem
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50 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

PERMIT MANAGEMENT SOLUTION

The Permit Management System back-office application allows your City of Lynwood to easily set up and manage the entire permit issuance process from design to fulfillment. Your City of Lynwood has the flexibility to offer whatever permit types you choose (e.g., residential, guest, daily), and can designate specific rates accordingly. Administrative users (as determined by the City of Lynwood) have the authority to create new permits or deactivate existing permits via the system.

The robust back office is hosted in our IPS private cloud and can accommodate an unlimited number of concurrent users and transactions. Agencies have full access to online reporting of permit revenue, detailed transactions, and permits issued for full visibility of the program.

Detailed reporting includes permit purchases by type and location, permits approved or rejected, pending fulfillment, waitlist vs. active permits, etc. Your City of Lynwood has the flexibility to customize reports to your preference, which can be saved for consistency and future use. On-demand visual reporting including chart and graphs provide visual representations that better identify patterns and trends for improved management. Reports can be exported in multiple formats including XLS, CSV, and PDF. A report scheduler is 568
51 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
available for routine and automatic reporting needs. Once a report is scheduled it will be sent to the City of Lynwood automatically.

APPLYING BUSINESS RULES TO PERMIT TYPE
The City of Lynwood can establish the rules associated with each permit type and apply these changes through the back-office system. During implementation, we will assist the City of Lynwood in identifying and incorporating the City of Lynwood’s business rules applicable to permit limits by permit type. Once the initial rules are set, Administrative users can edit these limitations as needed.

The Permit Management System back-office integrates with the Department of Motor Vehicles (OMV) for real-time validation of vehicle registration information. Based on the business rules established by the City of Lynwood the system has the ability to verify in real time if the permit registrant’s address in the proper permit zone, as well as verifying that the vehicle registration information matches the applicant's desired permit zone.

PERMIT RENEWAL NOTIFICATIONS
From the Permit Management System back-office, the City of Lynwood can run a query for permit accounts that are up for renewal and generate renewal notices accordingly. The City of Lynwood will set the print date or email notification date. Once confirmation is provided by the user and the letters/or emails have been generated the PDFs are made available in the permit system.

PERMIT FULFILLMENT SERVICES
If a customer purchases their permit in person at the City of Lynwood, the IPS fulfillment center can ship the permit to the customer. The permits may be issued directly to the customer by the City of Lynwood if permit supplies are held in-house.

REPORTING
Agencies have full access to online reporting of permit revenue, detailed transactions, and permits issued for full visibility of the program. Detailed reporting includes permit purchases by type and location, permits approved or rejected, pending fulfillment, waitlist vs. active permits, etc. Your City of Lynwood has the flexibility to customize reports to your preference, which can be saved for consistency and future use. On-demand visual reporting including chart and graphs provide visual representations that better identify patterns and trends for improved management. Reports can be exported in multiple formats including XLS, CSV, and PDF. A report scheduler is available for routine and automatic reporting needs. Once a report is scheduled it will be sent to the City of Lynwoodautomatically.

Sell Permits Online, Purchase and renew permits online. 569
52 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
IPS complies. Virtual permits can be acquired through the Permit Public Portal making it easier than ever for the City of Lynwood’s citizens to purchase and renew parking permits online. The customer-facing website conveniently allows users to review rates and availability, apply for a permit, upload verification documents, and pay online.

Contractor to host the Parking Server.

IPS complies. IPS will host the server of the software.

Contractor will supply licenses for back office Staff to use the OPPMS.

IPS complies. IPS will supply all the licenses needed to the City of Lynwood.

Ability to issue multiple parking permit types.
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53 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
IPS complies. The City of Lynwood staff has full access to managing parking permits by the number of available off-street parking spaces for each address. The visitors and residents will have access to puchase or renew multiple parking permit types defined by the City of Lynwood.

P
rint temporary permits while fulfillment is in process
The City of Lynwood’s visitors and residents will have the ability to print different type of permits defined by the City.

SAMPLE PERMIT TYPES
Ability to accept multiple types of payments.

IPS offers several different payment options:

In Person Payments - Cash, check or credit can be taken at your City of Lynwood’s location which is entered into the Enforcement Management System by your City of Lynwood’s staff.

This automatically updates the citation and generates a receipt. An online, real-time report can be generated that details all funds taken by your City of Lynwood for daily reconciliation.

Public Portal Payments- IPS accepts VISA, MasterCard, Discover, and American Express via the Public Portal website. IPS provides all credit/debit card processing via real-time authorization and processing. Credit/debit card payments are updated real-time to the 571
54 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
citation records and receipts can be printed from the system for the public. Payments by credit card are accepted 24/7. The system secures immediate authorization from the processor and immediately updates the citation status in real time. The Public Portal website is fully PCI compliant, please see Appendix.

Mail Payments - IPS provides a lockbox service where payments can be mailed by the public.

Issue Daily Permits Online with printing capability and delivered via e-mail.

If a resident or a visitor purchases their permit in-person at the City of Lynwood the IPS fulfillment center can ship the permit to the customer. The permits may be issued directly to the customer by the City if permit supplies are held in-house. The customer also has the option to download a permit through the IPS Permit Management Portal.

Ability to print physical permit and ship order within 1 business day.

IPS complies.

For Residents/Individuals
Contractor will provide credit card processing services so citizen will be able to pay for their parking permit online.

IPS complies. The permit portal will allow the residents and visitors to pay with their credit card with ease.

Contractor to verify physical permit and ship order within 1 business day of placing the order online.

IPS complies. IPS will verify the physical permit and ship the order within 1 buisness day.

Contractor to provide the citizen a temporary permit immediately after placing the order, until the permanent one is received by the citizen. Fully Customizable.

IPS complies. IPS will provide the citizen with the permit required fully customizable. 572
55 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Display rules and regulations online before purchase along with necessary information when permit is mailed out.

IPS complies. Through the permit management system, the City of Lynwood’s users can verify all the rules and regulations before purchasing any permit.

I
nternet Permit Purchases
Contractor will establish a custom website for public use when purchasing a permit. The data is available in real-time with the highest level of security. All credit card payments are posted and updated to the system immediately. The convenience fee or per transaction fee will be charged to the public. The Customer can make credit card payments over the phone with operator assistance during regular business hours Monday-Friday 8AM-5PM, excluding major Holidays.

The Permit Public Portal has easy-to-use fields to enter contact information, credit card information, and vehicle information. Visitors and residents will apply for or renew their permits with ease with the highest level of security. All the information is updated in real- time in the permit management system for the City’s users. Residents and visitors can also get assistance over the phone during regular business hours.

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Custom Web-interface
Contractor will provide a website interface to provide the public to purchase parking permits on-line. The page will include the City ’s logo and all the requirements, ordinances, and other contents required by the City.

IPS complies. IPS will customize the website as requested by the City of Lynwood.

E-Mail Notification
Once the purchase has been completed a receipt e-mail will automatically be generated and sent to the individual who has purchased the permit. This e-mail will serve as a receipt of proof of purchase.

IPS complies. The Permit Public Portal sends out an automatic receipt confirming that a permit has been successfully purchased.

Automatic confirmation emails are sent to the customer when a permit is purchased. 574
57 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
Permit Stock
Contractor will work with City ’s current permit stock. This will assist in the efficiency of enforcement as the current enforcement staff has familiarity with the permit stock preventing duplications and counterfeits. Virtual permits can also be utilized in addition to or in place of the physical stock. In this case, the license plate of the vehicle would replace the physical permit stock.

IPS complies. IPS is proposing a virtual plate based parking permit program. IPS will work with the City of Lynwood to fully integrate the permit management system with the enforcement and prevent duplications. Permits can be found through license plate on both EMS and permit software. IPS will also provide all the training and user manuals needed to the City’s staff.
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TAB E

APPENDICES
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59 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

TAB E APPENDICES
B
elow our brief resumes of the proposed staff for the City of Lynwood.

MIKE CHIODO
Senior Vice President of National Sales | ROLE: IPS Sales Organization Leadership
M
ike has been with IPS Group for eight years and has a proven track record of success. Based in California, he oversees the U.S. and is well-versed in agency policies. He has worked with over 100 cities implementing new parking programs as well as modernizing current parking programs. His strengths are working with cities, and private operators, alongside vendor partners modernizing current programs and ensuring the best solutions, are utilized to optimize their parking programs.

RUSSEL ROBINSON
Director of Business Development | ROLE: Account manager R ussell joined IPS Group in 2022 and has been in the parking industry since 2019. He is responsible for new business development across 19 states in the western region. His role involves helping cities build an efficient and effective operations by proposing parking technology solutions that integrate with the city's unique parking ecosystem. Russell started his parking career at Vigilant Solutions, a Motorola Solutions company. At Vigilant, he was responsible for US parking account management, sales, and managing 42
different parking integration partnerships. He has over a hundred parking technology deployments under his belt with private operators and municipalities. Russell is eager to help and has supported staff with countless city council meetings. 577
60 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
DAVID L. ROTENBERG
Director of Enforcement Solutions | ROLE: Enforcement
Supervision
Dave Rotenberg serves as Director of Enforcement Solutions of IPS Group, Inc. As Director, Dave is responsible for the oversight and management of the Enforcement Solutions
division and maintains direct supervision over the technical and operations units. Dave joined IPS in 2016 at his current position, bringing with him 20 years of parking enforcement management experience in both the public and private sectors. Prior to taking on his role as Director of Enforcement Solutions, Dave was the COO and part owner of a premier parking and code enforcement data management corporation where he was
responsible for the day-to-day today operations of the
company; managing the MIS, Client Relations, and Operations departments.

MIKE CARNEIRO
Director of DMV | ROLE: Services DMV & Nlets Liaison
Serving as the Director of DMV Services, Mike Carneiro is responsible for the development and management of
relationships with state Departments of Motor Vehicles, DMV source agencies, as well as the National Law Enforcement Telecommunications System (Nlets). Mike joined IPS in 2022 bringing with him over 38 years of expertise in the parking and tolling industries, 13 years at Duncan Solutions and 25 years at Conduent as the Director of DMV Relationship and Data
Management. Mike holds a Science Degree in Criminal Justice and has professional certifications in Homeland Security, Domestic Violence, and Corrections. He is a subject matter expert in the registration license plate identification field and is a licensed private investigator in the state of North Carolina and a member of the North Carolina Association of Private
Investigators (NCAPI).
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61 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

CATHY B OC K
Project Manager | ROLE: Local Support & Project Management Cathy Bock came to IPS after 24 years with the Rapid City Police Department. She retired as a Lt. with the Rapid City P
olice Department. Cathy was instrumental in moving Rapid C
ity into the 20th Century by serving as the project manager for the City when they implemented the IPS parking ecosystem in 2017. IPS Solutions has taken Rapid City parking from coin meters and chalk sticks to a highly efficient system saving miles of
walking for their enforcement staff. Cathy has a degree in Criminal Justice from the University of Wyoming. Cathy serves as
a project manager for IPS.

ALEX DOMINQUEZ
S
ystems Support Specialist | ROLE: Client Support
Alex earned his Bachelor’s degree from Westwood College and came to IPS with over 10 years of experience in the parking industry. He began his career with an enforcement company and worked his way up from Data Entry to Technical Support
Specialist. Alex now works as the Systems Support Specialist with IPS Group, working closely with both the enforcement ha
rdware and software, as well as working in tandem with the development teams to test and deliver new innovative software.

His responsibilities include a charge of configuring, testing, and ins
talling all equipment for new clie nts, on-site or remote training of new and existing customers, as well as handling day- to-d
ay client requests, troubleshooting, and technical support of all kinds.

ELISA LEANOS
Operations Coordinator | ROLE: Operations Coordinator
Elisa Leanos serves as the Operations Coordinator of
Enforcement. As Operations Coordinator she is responsible for every aspect of our parking citation and processing service operation for existing clients as well as managing the daily service functions. Elisa joined the parking industry in 2005 bringing with her 13 years of parking enforcement experience in the private sector. Her duties include project management, c
lient setup and implementation, and system research and development.
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62 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management
TAB F

COST PROPOSAL
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63 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

TAB F COST PROPOSAL

Please see the next page.

581
EXHIBIT "A"

CITY OF LYNWOOD

REQUEST FOR PROPOSALS

PARKING AND ADMINISTRATIVE CITATION PROCESSING SERVICES

FEE PROPOSAL
In accordance with your invitation to submit proposals for Parking and Administrative Citation Processing Services as described by the Lynwood Request for Proposal, we are pleased to offer the City of Lynwood the aforementioned for the following prices:

Item Description Fee Proposed

1. Basic processing fee for parking citation:

2. Basic processing fee for administrative citation: $

3. Special collection processing fee per account: $

4. Cost for mailing of notices, per notice: $

5. Out-of-State processing fee per transaction: $

6. Payment processing, per transaction: $

7. Cost for data entry of manual citations, per
Transaction: $

8. Other charges not listed in the RFP, describe
And explain: $
Company Name Date
Address Telephone Number
City, State, Zip Title
Signed By
NOTE: FAILURE TO COMPLETE THIS PAGE MAY RESULT IN A PROPOSAL

BEING CONSIDERED UNRESPONSIVE

1.25 1.50

1.50 per citation or $1,450.00 per month,
whichever is greater.

1.50 per citation or $1,750.00 per month,
whichever is greater.
35%

3.50 per transaction (credit card only –
paid by the end user/customer)

1.25 (postage included)
See the following pages
See the following pages.

IPS GROUP, INC
San Diego, CA 92121
7737 Kenamar Court
(877)-630-6638
Chief Executive Officer
8/11/23
Chad Randall
582
CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED
2023 STANDARD MUNICIPAL PRICE LIST

ENFORCEMENT/PERMITTING SYSTEMS
The IPS Mobile Enforcement Application is available on both Android and iOS operating systems. IPS can also utilize existing Android and/or iOS devices or supply new ones as presented below. Select from a 1-piece or 2-piece handheld option. Citation paper roll pricing is subject to final volume, approval of artwork design, and layout. All hardware and paper pricing is valid for 30 days and is subject to change based on availability.

Pricing does not include any applicable shipping or sales tax.

HANDHELD DEVICE AND HARDWARE
Lease Package Option Platinum
1-piece Two Technologies XF Mobile Enforcement Device with built in printer OR 2-piece Android / iOS Mobile Enforcement Smart Device with 3” Bluetooth Printer
X
Mobile Enforcement Application X
Remote Management Suite X
Comprehensive Phone Support X
General Maintenance X
Data Plan X
Installation and Training X
Carrying Case, Spare Battery & Cradle (for 1-piece unit) X Warranty 36 months
Lease Pricing (per device/month) $260.00
1-Piece Handheld Option Unit Price
XF 1-Piece Handheld Device (Android only)
Includes battery, hand strap, and docking station $3,950.00 Spare Battery $165.00
Carrying Case $50.00
Shoulder Strap $35.00
Optional: Barcode Scanner $575.00
Optional: 3-Year Warranty $550.00
583
CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED
2-Piece Handheld Option Unit Price
Samsung Smart Device with ruggedized case and charger $1,495.00 iPhone with ruggedized case and charger $1,495.00
3” Bluetooth Printer with charger and belt clip $995.00 Optional: 3-Year Handheld Warranty $300.00
Optional: 3-Year Printer Warranty $300.00
*Exact model of smart device and/or printer to be provided at time of ordering and is subject to change based on market availability.

Citation Paper Units Unit Price
Citation Paper Template Setup (One-time fee) Per template/color $75.00 Mobile Citation Paper (per roll) QTY 100 Per roll $13.95 Mobile Citation Paper (per roll) QTY 200 Per roll $9.95 Mobile Citation Paper (per roll) QTY 300 Per roll $7.95 Point-of-Sale Cashiering Hardware Unit Price
Zebra EVM Barcode Scanner $849.95
Vasario APG Cash Drawer $349.00
Epson Multifunction Receipt Printer $1,525.00
Stripe Credit Card Terminal $365.00

ENFORCEMENT MANAGEMENT SYSTEM AND CITATION PROCESSING SERVICES Enforcement Management System Units Unit Price
One Time Setup & Configuration Per Unit $5,000 -
$10,000
Data Conversion from Existing Citation
Management System One-Time $2,500.00
Third Party Integration One-Time Setup Per Integration $1,500.00 Enforcement Management System Ongoing Fee Per citation
$1.50 per
citation or
$1,750.00
per month,
whichever is
greater
Handheld Device Mobile Data Plan (Voice/Text
not included) Per unit/Per month $55.00
Handheld Device License & Support Per unit/Per month $55.00 Manual Citation Entry Fee Per unit $1.50
584
CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED

Registered Owner Acquisition* Per unit $1.25
Delinquent Notice Processing & Mailing (Includes
postage) Per unit $1.25
Additional Letters and Correspondence (Includes
postage) Per letter $1.25
Third Party Integration Ongoing Maintenance &
Support
Per
integration/month $75.00
Online & IVR Secure Credit Card Gateway Fee
*Can be charged to the public
*Assumes the use of the client merchant account
Per transaction $3.50
Optional: IPS Merchant Hosting Fee
*Can be charged to the public Per transaction
$3.50 +
Interchange
Fees
Estimated Travel Expenses for Installation Per trip $2,000.00 On-site training and installation Per day $600.00
Remote training and installation Per unit INCLUDED
*Registered owner acquisition fees subject to change based on local DMV rates and access to NLETS data (ORI required).

IVR & LOCKBOX SERVICES
Enforcement Management System Units Unit Price
IVR Setup & Configuration One-Time $1,500.00
IVR Ongoing Maintenance & Support Per month $250.00
IVR Record & Store Calls (Optional) Per call $0.50
IVR Call Transcription (Optional) Per call $1.00
Lockbox Setup & Configuration One-Time $750.00
Lockbox Operations Per month $95.00
Lockbox Mail-in Payments Per unit $1.50

DELINQUENT COLLECTION SERVICES
Collections Units Unit Price
Advanced/Delinquent Collections % of amount
collected
35% of amount
collected

PUBLIC CUSTOMER 24 HOUR CALL CENTER
Call Center Services Units Unit Price
Cost Per Minute Per minute $1.10

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CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED

PERMIT MANAGEMENT SYSTEM
Item Units Unit Price
Setup & Configuration One-time $5,000 -
$10,000
Permit Management System Ongoing Cost Per Permit $2.00
Permit Fulfillment Per unit $3.00
Physical Permit Stock (Hangtags/Stickers) Per unit TBQ
Additional Letters and Correspondence (Includes
postage) Per Letter $1.25
Third Party Integration Setup One-time $1,500.00
Third Party Integration Ongoing Maintenance &
Support
Per
integration/month $75.00
Online Secure Credit Card Gateway Fee
*Can be charged to the public
*Assumes the use of the client merchant account
Per transaction $3.50
Optional: IPS Merchant Hosting Fee
*Can be charged to the public Per transaction
$3.50 +
Interchange
Fees

VALIDATION SYSTEM
Item Units Unit Price
Setup & Configuration (Existing Customer Portal) One-time $3,500.00 Setup & Configuration (New Customer Portal) One-time $5,000.00 Validation Program Ongoing Cost Per Validation $0.50
NOTE: This pricing is FOB, IPS Group, San Diego, CA. Sales taxes and shipping charges will be added to the final invoice. IPS shall have the right to adjust Agreement pricing due to increases in Inflation as published by the US Bureau of Labor Statistics for All Items Consumer Price Index for All Urban Consumers (CPI-U) for the U.S. City Average compounded annually.

CODE ENFORCEMENT SYSTEM
Item Units Unit Price
One-Time Setup & Configuration One-time $5,000.00
Enforcement Management System Ongoing Fee Per citation
$1.50 per
citation or
$1,450.00
per month,
whichever is
greater
Delinquent Notice Processing & Mailing (Includes
postage) Per Unit $1.25
Third Party Integration Setup One-time $1,500.00
Third Party Integration Ongoing Maintenance &
Support
Per
integration/month $75.00
Online Secure Credit Card Gateway Fee Per transaction $3.50 586
CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED

*Can be charged to the public
*Assumes the use of the client merchant account
Optional: IPS Merchant Hosting Fee
*Can be charged to the public Per transaction
$3.50 +
Interchange
Fees

ADDITIONAL SCOPE AND ALTERNATIVE PRICING MODELS
Item Units Unit Price
All-Inclusive or Per Ticket Pricing Options for
Enforcement and Permitting Solutions * Per unit TBQ
Customizations and development outside
original scope of work Per hour $200.00
*Quote to be provided based on number of tickets/permits issued, handhelds required, and other client information.

587
CONFIDENTIAL – ALL PRICING IS PROPERTY OF IPS GROUP, INC

AND SHALL NOT BE SHARED OR DUPLICATED

IPS LIMITED WARRANTY - ENFORCEMENT AND PERMITS
IPS will provide a limited parts warranty for any physical product, such as handhelds or printers, in accordance with the manufacturer’s warranty. Software Services are provided “as - is” in accordance with the scope of services and shall perform substantially in accordance with an identifiable set of functional specifications. IPS shall provide bug fixes and generally available upgrades at no cost during the contract term.

Additional Warranty Provisions: Repair or replacement under warranty of any defective product does not extend the warranty period for that product or subcomponent. IPS will either repair or replace products or subcomponents, at our discretion, that are found to be defective within the defined warranty period, with transportation costs prepaid by the customer. Returns for credit will only apply once IPS has received a defective product and confirmed that defects were within the warranty period and are covered under the terms and conditions of the warranty provided. THE WARRANTIES CONTAINED IN THE AGREEMENT DOCUMENTS ARE IPS’S SOLE AND EXCLUSIVE WARRANTIES. THE EXTENT OF IPS’S

LIABILITY FOR A WARRANTY CLAIM IS LIMITED TO THE REPAIR OR REPLACEMENT OF

THE DEFECTIVE EQUIPMENT OR DEFECTIVE SERVICE OR SOFTWARE AT THE SOLE OPTION OF IPS. IPS AFFIRMATIVELY EXCLUDES ANY AND ALL OTHER WARRANTIES,

CONDITIONS, OR REPRESENTATIONS (EXPRESS OR IMPLIED, ORAL OR WRITTEN), WITH

RESPECT TO THE EQUIPMENT AND/OR SERVICES OR SOFTWARE PROVIDED INCLUDING

ANY AND ALL IMPLIED WARRANTIES OR CONDITIONS OF TITLE, MERCHANTABILITY, OR

FITNESS OR SUITABILITY FOR ANY PURPOSE (WHETHER OR NOT IPS KNOWS, HAS

REASON TO KNOW, HAS BEEN ADVISED, OR IS OTHERWISE IN FACT AWARE OF ANY SUCH PURPOSE) WHETHER ARISING BY LAW OR BY REASON OF CUSTOM OF THE TRADE.

Exclusions: Warranty voided with use of imitation or non-genuine replacement parts, unauthorized alterations, abuse, vandalism, products subjected to unusual physical or electrical stress, improper handling or general misuse to the equipment (hardware or software), including attempted repairs that result in damage. Warranty specifically excludes any consumable items such as paper, batteries, etc. Software warranty is void if usernames and/or passwords are shared with 3rd parties, or allowance of 3rd party access to IPS software without IPS written consent, or any unauthorized changes or attempts to change IPS software. Force Majeure: IPS shall not be liable for any warranty provisions where such product failure is as a result of Acts of Nature (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout or interruption or failure of electricity, internet services or cellular telecommunication failures caused by any of the events or causes described above.

IPS provides no warranty with respect to any 3rd party hardware or software, whether supplied in connection with this Agreement or otherwise. IPS is not liable in any way as a result of use or performance of customer internet service or wireless data services provided by national carriers.
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64 City of Lynwood | Processing and Management of Parking And administrative citations and online parking permit management

APPENDIX
589

APPENDIX T ABLE OF CONTENTS

ENFORCEMENT MANAGEMENT

ENFORCEMENT MANAGEMENT SYSTEM REPOERTS

PERMIT MANAGEMENT
PCI – DSS LEVEL 1 CERTIFIEDSEIKO PRINTER
XF HANDHELD 1 PIECE
2 PIECES MOBILE HANDHELD

SEIKO PRINTER

ABOUT IPS GROUP
590

MANAGEMENT ENFORCEMENT
Enforcement Management Solution
The IPS Enforcement Management Solution handles all stages of citation administration from ticket issuance to collections using real-time technology and dedicated customer service resources. Born in the cloud without the growth limitations of older legacy enforcement technologies, the IPS Solution is highly flexible with powerful features to meet all your needs today, with scalability to evolve with your operations over time.

The fully integrated enforcement ecosystem includes a secure citation management back- office and public portal, plus flexible mobile enforcement device options.

COMPONENTS
Enforcement Management System (EMS): The
central hub for end-to-end enforcement management:
issuance, adjudication, notices, payments, DMV, LPR,
booting/towing, collections and more
Public Citation Management Portal: A secure
website that allows the public to review their citations, pay, contest and obtain additional support
Mobile Enforcement System (MES): Support for
current iOS, Android and Windows mobile devices;
new 1 and 2-piece devices also available — all connect
seamlessly to EMS for rapid processing
Additional Compliance Solutions: Fully
integrated options for Permitting, Code Enforcement
and Event Management
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PUBLIC CITATION MANAGEMENT PORTAL
Within the online portal, customers can review their citation status, pay or contest their citation, review fine amounts and late fees, apply for payment plans and obtain additional support. • Real-time access to citation status and transaction history • PCI-compliant; all major credit cards accepted
• Cross-compatible interface supports all browsers and devices • Customizable interface and branding
• Comprehensive FAQ and customer service options
• Convenient Live Chat support

MOBILE ENFORCEMENT SYSTEM (MES)
The IPS Solution supports your current mobile enforcement devices that issue citations from a smartphone, tablet, or other mobile device. The Mobile Enforcement System (MES) operates on Apple iOS, Android, or Windows- based platforms. New Mobile Enforcement Devices can also be purchased in 1 or 2-piece options. • Real-time syncing to secure EMS for rapid processing
• Ticketing and collection
• High-resolution color photos, e-chalking, and heat maps • Scofflaw and customized notifications
• Customizable user dashboard
• Automatic software updates
• Type-ahead field input
For more information on the IPS Fully Integrated Smart Parking Ecosystem, please contact us.

Schedule a Q&A: 877.630.6638 | ipsgroup.com

ENFORCEMENT MANAGEMENT SYSTEM (EMS)
The EMS is a real-time, web-based enforcement back-office application that gives officers access to case information including both high-level and detailed citation summaries, photos, notices and letters, adjudications, and voids. The EMS is fully integrated with the entire IPS Smart Parking Ecosystem. • Cross-compatible interface across all operating systems and devices • Advanced smart search capabilities
• Adjudication and disposition management
• Personalized dashboards, robust reporting, and unlimited custom reports • Payment, payment plan and refund processing
• Notice and letter processing
• Point-of-Sale Module: receipt printing and check endorsement support • DMV and NLETS integration
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SAMPLE EMS REPORTS

EMS DASHBOARD

The IPS Dashboard is the homepage of the Enforcement Management System. The Dashboard gives you stats, maps, and graphs to give you a birds-eye view of all recent activity. This gives you the data you need to make wise allocations of resources. From the Dashboard, you can use the Smart Search feature to look up any records for viewing, editing and/or processing.

The EMS Dashboard provides stats, maps, and graphs to give you a birds-eye view of all recent activity. 593

REPORTS DASHBOARD

The Reports Dashboard gives you quick access to all the available reports. You can add reports to your favorites so that you do not have to go searching for the reports. If you do not see a report that matches your needs, the system gives the user the ability to create custom reports.

The Reports Dashboard is a library of standard, pre-saved custom, and favorited reports, all from one screen.

AD HOC/CUSTOM REPORTS

If none of the premade reports fit your unique reporting needs, the user can utilize the Custom Report Generator to access all the key data points required for your accounting processes. Save the report for reuse and add the new report to your favorites for quick access.
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Ad hoc / custom reports can be created from an easy interface where users pick only the parameters they need. Custom reports can be saved for future use.

CITATION ADJUDICATION

All levels of Citation Adjudication can be completed within the Enforcement Management System. First level reviews, Hearings and Court Adjudications can be completed within the system. All actions associated with the adjudication trigger confirmation emails to the citee. 595

All citation adjudication activities can be accomplished from the EMS.

CITATION DMV VEHICLE DATA

The Enforcement Management System will automatically acquire the Registered Owner from your local Motor Vehicle Department, or from the NLETS system. From here you can update the record or add an additional Responsible Party. All activity is logged for Auditing purposes.
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Interface to acquire Registered Owner data from local DMV and/or via direct connection to NLETS system.

VIOLATION BY OFFICER ANALYSIS REPORT

The Violation by Officer Analysis Report shows which violations the officers are issuing and how many. The report is sortable by any field and exportable to the most common file types.
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Violation by Officer Analysis Report

CITATIONS ISSUE REPORT

The Citation Issue Report shows you all the citations from the date range of your choosing.

Sort by any field and get critical data like Status and Balance due. Click on the citation number to open the citation for further processing.
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Citations Issue Report

VIOLATIONS BY STATE REPORT

Custom Reports can be generated to access out-of-state violations. 599

Violations by State Report

PENDING REFUND REPORT

The Pending Refund Report displays all the records that have a refund balance and the status of the citation.
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Pending Refund Report

MONTHLY CITATION AND REVENUE ACTIVITY REPORT

Select the desired date range and the Monthly Citation and Revenue Activity Report will show all the citation data and values that affect revenue. 601

Monthly Citation and Revenue Activity Report

SCOFFLAW REPORT

Select the desired date range and the Scofflaw Report will display the habitual offenders' information including citation number, location, VIN, Status, Amount Due, and Issue Date and Time as standard parameters.
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PERMITTINGMANAGEMENTPERMIT
Permit Management Solution
The IPS Permit Management Solution supports the full administrative lifecycle for any permit program from initial design through fulfillment. Access to real-time permit information, application management, waitlists, reporting and insights are available on the web 24/7. A secure public portal provides customers with a convenient ecommerce experience to apply for (or renew) their permits, print temporary permits, and obtain additional information or support.

FEATURES
Supports Any Program: Residential, guest,
daily, and more; manage digital license plate-based
program or physical permit inventory
Scalable: Deployed stand alone, or seamlessly
integrated with IPS Enforcement Management
Solution and/or third-party applications
Robust Reporting: Comprehensive reporting
library, intuitive dashboards, data analytics, and
support for Excel and PDF exports
Customer Convenience: Public Portal provides
real-time permit management to customers including
printing of temporary permits
Secure Operations: Access to real-time permit
updates via cloud-based solution
Real-Time Integrations: DMV Integration for real-
time validation of vehicle registrations
Customizable: Agency-branded interfaces
Waitlist Management: Interactive tool enables
management and prioritization of applicant queue
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MANAGEMENT & FULFILLMENT
• Fully integrated with IPS Enforcement Management Solution • 24/7 secure login and access to permit information
• Virtual license-plate based, or physical decals and hang tags • Vehicle and permit data updated in real time
• Void lost, damaged, and stolen permits
• Process and generate renewal letters
• Waiting List Management
• Advanced search options
• Easy online registration, permit ordering and renewal • Instant email notification
• Temporary permits available immediately
• Permit status updates via email or text message

CUSTOMER CONVENIENCE
• Enabled with integrated LPR solution
• Greater compliance: virtual permits cannot be lost, stolen or faked • Cuts cost of physical permit production and no inventory to manage • Improved customer experience: quicker activation, no temporary permits or waiting for physical permit

OPTIONAL LICENSE PLATE-BASED PERMITTING

FULLY INTEGRATED

CUSTOMIZABLE

CUSTOMER INTERFACE
For more information on the IPS Fully Integrated Smart Parking Ecosystem, please contact us.

Schedule a Q&A: 877.630.6638 | ipsgroup.com

ROBUST REPORTING
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CERTIFICATE

OF COMPLIANCE
Assessment Validation Period:

Dec 22, 2022 - Dec 21, 2023
Bill Nguyen, PCI QSA
Christina Whiting , Principal
After performing interviews, on-site assessments, and off-site sampling, Tevora Business Solutions, Inc., a PCI Qualified Security Assessor is pleased to certify IPS Group, Inc.
for achieving full compliance with the PCI Data Security Standard (PCI DSS) v 4.0 as of Dec 22, 2022 within their Parking Data Management System environment (DMS)
This designation is subject to
re-qualiﬁcation at 12-month intervals.
�2022 Tevora Business Solutions, Inc.
7737 Kenamar Court
San Diego, CA 92121
t: 858.404.0607
17875 Von Karman, Suite 100
Irvine, CA 92614
t: 949.250.3290 | e: [email protected]
605
1 INTRODUCING

TWO TECHNOLOGIES XF
Hand Held Computers • Your Way • Since 1987
606
3 The XF is Two Technologies’ latest innovation in rugged, highly integrated, AndroidTM compatible devices. This modular system provides configuration choices that allow for the development of application specific solutions. The XF’s unique design allows extensibility for future phone designs, simplifying the update path to the latest phone technology.

APPLICATIONS
• Parking Violations
• Moving Vehicle Violations
• Border Control
• Inmate Management
• Criminal/Suspect Identification
• First Responder ID Verification at Disaster Scenes

FEATURES
• Integrated one or two piece solution
• Options include a 3-inch direct thermal printer, 1D/2D barcode scanner, and FAP 30 fingerprint scanner, which can all be configured to provide complete flexibility
• Hot swappable supplemental battery for extended operation • Charging options include, single or four bay dock, PD wall charger, and vehicle charger
• Rugged watertight housing protects against dust and liquid, can be used in inclement weather, and withstands drops from four feet
• Modular design makes field upgrades and minor repairs quick and easy, maximizing useable enforcement time, which
equates to increased ROI by “Future Proofing” the device 607
4 WHY CHOOSE BETWEEN A ONE PIECE AND TWO
PIECE SOLUTION...WHEN YOU CAN HAVE BOTH!!
Device users may have a preference for a one or two
piece solution based on many different factors. The XF
accommodates either preference.

The XF Product’s modular design allows it to be configured* as a one piece integrated device or as a two piece device, separating the printer from the phone component.
* At time of initial build

XF ONE PIECE

XF TWO PIECE
608
5 XF ONE PIECE SOLUTION
The XF one piece solution integrates all device options into a single rugged Android compatible handheld device. (S22 Ultra phone not included). The modular design of the one piece solution consists of a printer module and a “POD.” The printer module fastens to the Pod with two screws which simultaneously connect the two modules via an interface connector.

ANY OR ALL
XF
PRINT
MODULE
1D/2D

BARCODE
609
6 INTEGRATED ONE PIECE SOLUTION ADVANTAGES
• No printer on belt
• One device to charge and track
• No more lost phones or phones taken home by mistake
• No Bluetooth pairing required

INTEGRATED ONE PIECE SOLUTION FEATURES
• Hot swappable supplemental battery for extended operation • Options include a 3-inch direct thermal printer, 1D/2D barcode scanner, and FAP 30 fingerprint scanner, which can all be mixed to provide complete flexibility
• Charging options include, single or four bay dock, PD wall charger, and vehicle charger
• Rugged watertight housing protects against dust and liquid, can be used in inclement weather, and withstands drops
from four feet
• Modular design makes field upgrades and minor repairs quick and easy, maximizing useable enforcement time,
which equates to increased ROI by “Future Proofing” the device 610
7 XF ONE PIECE SOLUTION POD

SPECIFICATIONS
The XF POD, when fitted with the
Samsung S22 Ultra has the following
features:
• Android ™ 12.0 operating system
• 5G/LTE/WLAN/Bluetooth/GPS
• Screen Size: 6.8 inches Corning® Gorilla® Glass Victus®+ • Rear-facing Camera: 108 MP (wide), 10 MP (tele), 10 MP (Dual Tele), 12 MP
• Front-facing Camera: 40 MP
• Battery: Li-Ion 5000 mAh, non-removable
SUPPLEMENTAL “SWAPPABLE” BATTERY
Powers the integrated platform and extend device run time by power sharing with the phone component. Users can swap supplemental batteries without interrupting device operation.

Charging times vary based on usage.

Specifications:
• Type: Lithium-Ion
• Capacity: 21.46Wh
• Charge Temperature: +10° to + 45°C
• Operating Temperature: -20° - +60°C
The XF one piece solution POD houses
the Android smartphone and the
proprietary platform that manages
communication between the various
hardware components and power
management.

PODs are designed specific to a
particular model of phone.
611
8 XF ONE PIECE SOLUTION PRINT MODULE
The printer module for the one piece solution can be configured to contain a variety of options which add to the functionality and versatility of the XF.

The Print Module can contain one or all of the following options. 3-INCH DIRECT THERMAL PRINTER
Durable high-speed mobile printer can easily print parking tickets, moving violation tickets, permits, identity confirmation, and other information.

Specifications:
• Printing Method: Direct Thermal
• Resolution: 203 dots/inch
• Media Width: 3.125 in. (80mm) max
• Print Width: 2.8 inches (72mm)
612
9 XF ONE PIECE SOLUTION PRINTER

MODULE OPTIONS
1D/2D BARCODE SCANNER
Quickly scan for Driver’s License, VIN barcodes, permits, and much more so enforcement personnel have access to critical data at their fingertips.

Scan in direct sunlight, dark places, rain, and other extreme weather environments. Excellent motion tolerance, and has a range from 2 to 24 inches.

NO PRINTER
• It is possible to purchase a XF without a printer. Contact Sales for details.

FAP 30 FINGERPRINT MODULE
Accurately identify individuals
while in the field with the FAP 30
fingerprint reader by accessing
identity databases through 3rd
party software applications. The
fingerprint module communicates
via the Mobile Data network . It
does not require a connection to any
other network entity.
613
10 XF TWO PIECE SOLUTION
The XF two piece solution allows integration of a 1D/2D barcode scanner and/or a FAP 30 fingerprint module into a rugged lightweight Android compatible handheld device. This handheld device communicates with the remote XF printer via a Bluetooth connection.

FEATURES
• Swappable supplemental battery for extended operation • Charging options include, single or four bay Dock, PD wall charger, and vehicle charger
• Charging and battery status LED indicators
• Rugged watertight housing protects against dust and liquid, can be used in inclement weather, and withstands drops from four feet
• Modular design makes field upgrades and minor repairs quick and easy, maximizing useable enforcement time, which
equates to increased ROI by “Future Proofing” the device

BUILDING BLOCKS
OR
Accessory Module w/1D/2D
Barcode Scanner
Accessory Module w/
1D/2D Barcode Scanner +
FAP 30 Fingerprint Scanner
614
11 XF TWO PIECE SOLUTION POD
The XF two piece solution POD houses a designated Android smartphone and the proprietary electronics that control communication between the various hardware components,
power control and diagnostics. It also houses the supplemental “hot-swappable” battery.

The POD can be fitted with an Accessory Module configured with the various hardware options.

Specifications:

The XF POD when fitted with the Samsung
S22 Ultra has the following features:
• Android ™ 12.0 operating system
• 5G/LTE/WLAN/Bluetooth/GPS
• Screen Size: 6.8 inches Corning®
Gorilla® Glass Victus®+
• Rear-facing Camera: 108 MP (wide),
10 MP (tele), 10 MP (Dual Tele), 12 MP
• Front-facing Camera: 40 MP
• Battery: Li-Ion 5000 mAh,
non-removable
Supplemental “Swappable” Battery
Powers the integrated hardware and can extend device run time to approximately eight hours. Users are able to swap supplemental batteries without interrupting device operation.

Charging times will vary depending upon usage.

Specifications:
• Type: Lithium-Ion
• Capacity: 21.46Wh (7 .4V)
• Charge Temperature: +10° to + 45°C
• Operating Temperature: -20° - +60°C
615
12 XF TWO PIECE ACCESSORY MODULE OPTIONS
The two piece POD module CAP can be configured to contain multiple options adding to the functionality and versatility of the XF. 1D/2D BARCODE SCANNER
Quickly scan barcodes for driver’s license, vehicle registration, permits, and much more so enforcement personnel have access to data at their fingertips.

Scan in direct sunlight, dark places, rain, and other extreme weather environments. Excellent motion tolerance and has a range from 2 to 24 inches.

FAP 30 FINGERPRINT MODULE
Accurately identify individuals with the FAP 30 fingerprint reader by accessing identity databases through 3rd party software applications.

Specifications:
• Type: Honeywell N6600 Series
• Illumination: White LED
• Aiming: 650 nm high-visibility
red laser
Specifications:
• FBI IQS: PIV, FAP 30
• Image Quality: PIV 071006
(FAP 30 certified)
• Fingerprint Image: 8-bit
grayscale
616
13 3-INCH DIRECT THERMAL PRINTER
Durable high-speed mobile printer can easily print parking tickets, moving violation tickets, permits, identity confirmation, and other information.

Specifications:
• Printing Method: Direct Thermal
• Resolution: 203 dots/inch
• Media Width: 3.125 in.
(80mm) max
• Print Width: 2.8 inches (72mm)

Printer shown on charging
pedestal, which also
accepts the POD for
charging along with
a spare supplemental
battery for charging
617
15 OPTIONAL INTEGRATED HARDWARE DEVICES
SUPPLEMENTAL “HOT-SWAPPABLE” BATTERY
Powers the integrated hardware and can extends device run time to approximately eight hours. Users can swap supplemental batteries without interrupting device operation. Charging times will vary depending upon usage.

Specifications:
• Type: Lithium-Ion
• Capacity: 21.46Wh (7 .4V)
• Charge Temperature: +10° to + 45°C
• Operating Temperature: -20° - +60°C

OPTIONAL CHARGING AND CARRYING ACCESSORIES
60 Watt Power Supply
Charging Cable
Carrying Case
4 Bay Dock
1 Bay Dock
Car Charger
618

TWO -PIECE HANDHELD
IPS is offering a two-piece automated ticket-writing system/citation issuance device. The IPS Mobile Enforcement Device includes support of any iOS or Android devices combined with a Bluetooth printer. This device leverages the most recently developed and industry-accepted technology in the industry. the IPS Mobile Enforcement System (MES) handheld software will provide a full set of features and real-time syncing to the EMS to ensure a convenient, quick, and efficient parking citation and code violation issuance process.

In the interest of maintaining brevity, the following is a summarized list of the top features.

Two-piece mobile unit (Android OS and iOS compatible)
• Real-time syncing to secure/encrypted EMS back office, automatic software updates
• Customizable user dashboard; Scofflaw and
customized alerts
• Separate Bluetooth printer (two-piece)
• Magnetic stripe and smart card reader for in-field
payment collection
• E-chalking; Shift tracking; Type-ahead field input;
GPS tracking
• High contrast easy-to-read screen – even in harsh
daylight conditions
• High-res color images (2mp 1080p @3fps color
imager)
• IP65 rating (Operating temps tested to MIL-STD
810F – (68° to + 122° F/20° to + 50° C)
• (OTHER KEY FEATURES) LPR-lite citation issuance
function, heat mapping, guided
enforcement

RECOMMENDED HARDWARE
• Handheld Device: IPS is proposing either a Samsung
Note 9 or iPhoneX
• Printer: Seiko MP-B30L Bluetooth printers
• Printer Compatibility: Windows 7, 8, 8.1 and 10.

Availability for Android, iOS and Windows CE print
class
• Printer Capabilities: Print high-resolution receipts at 127mm per
OPTION 1: SAMSUNG NOTE 9
• Operating system Android 8.1 Oreo
• Sa 6.4" Quad HD+ Super AMOLED (2960x1440)
516 ppi
• 128/512GB (international) Expandable microSD up to 512GB 6GB RAM; Rear camera 12MP f/1.5 and f/2.4
Mobile Device screen shot: Citation
Two-piece Mobile Handheld
619
• Dual Pixel auto focus, OISRear camera 12MP f/2.4 telephoto, auto focus, OISFront camera 8MP f/1.7, auto focus
• Connectivity 802.11ac Wi-Fi, MIMO
• Bluetooth 5.0 LE
• USB-C, Fast charging
• Qi/PMA wireless charging
• Battery non-removable Li-Ion 4000 mAh battery
• Water resistance IP68 rating
• Security One-touch fingerprint sensor; Iris scanner
• 161.9 x 76.4 x 8.8 mm
• Colors Metallic Copper, Lavender Purple, Ocean Blue, Midnight Black, Cloud Silver, Alpine White
OPTION 2: IPHONE X
• Capacity:
o 64GB
o 256GB
• Size and Weight:
o 2.79 inches (70.9 mm)
o 5.65 inches (143.6 mm)
o 0.30 inch (7.7 mm)
• Height: 5.65 inches (143.6 mm)
• Width: 2.79 inches (70.9 mm)
• Depth: 0.30 inch (7.7 mm)
• Weight: 6.14 ounces (174 grams)
• Display
o Super Retina HD display
o 5.8-inch (diagonal) all-screen OLED Multi-Touch display o HDR display
o 2436-by-1125-pixel resolution at 458 ppi
o 1,000,000:1 contrast ratio (typical)
o True Tone display
o Wide color display (P3)
o 3D Touch
o 625 cd/m2 max brightness (typical)
620
o Fingerprint-resistant oleophobic coating
o Support for display of multiple languages and characters simultaneously The iPhone X display has rounded corners that follow a beautiful, curved design, and these corners are within a standard rectangle. When measured as a standard rectangular shape, the screen is 5.85 inches diagonally (actual viewable area is less). • Splash, Water, and Dust Resistant
• Rated IP67 under IEC standard 60529
• A11 Bionic chip with 64-bit architecture
• Neural engine
• Embedded M11 motion coprocessor chip
CAMERA
• 12MP wide-angle and telephoto cameras
• Wide-angle: ƒ/1.8 aperture
• Telephoto: ƒ/2.4 aperture
• Optical zoom; digital zoom up to 10x
• Portrait mode
• Portrait Lighting (beta)
• Dual optical image stabilization
• Six-element lens
• Quad-LED True Tone flash with Slow Sync
• Panorama (up to 63MP)
• Sapphire crystal lens cover
• Backside illumination sensor
• Hybrid IR filter
• Autofocus with Focus Pixels
• Tap to focus with Focus Pixels
• Live Photos with stabilization
• Wide color capture for photos and Live Photos
• Improved local tone mapping
• Body and face detection
• Exposure control
• Noise reduction
• Auto HDR for photos
• Auto image stabilization
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• Burst mode
• Timer mode
• Photo geotagging
• Image formats captured: HEIF and JPEG

VIDEO RECORDING
• 4K video recording at 24 fps, 30 fps, or 60 fps
• 1080p HD video recording at 30 fps or 60 fps
• 720p HD video recording at 30 fps
• Optical image stabilization for video
• Optical zoom; 6x digital zoom
• Quad-LED True Tone flash
• Slomo video support for 1080p at 120 fps or 240 fps
• Timelapse video with stabilization
• Cinematic video stabilization (1080p and 720p)
• Continuous autofocus video
• Body and face detection
• Noise reduction
• Take 8MP still photos while recording 4K video
• Playback zoom
• Video geotagging
• Video formats recorded: HEVC and H.264
• TRUE DEPTH CAMERA
• 7MP camera
• Portrait mode
• Portrait Lighting (beta)
• Animoji
• 1080p HD video recording
• Retina Flash
• ƒ/2.2 aperture
• Wide color capture for photos and Live Photos
• Auto HDR
• Backside illumination sensor
• Body and face detection
• Auto image stabilization
• Burst mode
622
Print System Div.
8, Nakase 1-chome, Mihama-ku
Chiba-shi, Chiba 261-8507, Japan
Telephone:+81-43-211-1106 Facsimile:+81-43-211-8037
21221 S. Western Ave., Suite 250, Torrance, CA 90501, USA.

Telephone:+1-310-517-7778 Facsimile:+1-310-517-7779
Siemensstrasse 9 D-63263 Neu-Isenburg, Germany
Telephone:+49-6102-297-0 Facsimile:+49-6102-297-222
E-mail : [email protected]
Model MP-B30L
Printing
Method Thermal line dot printing
Number of dots/line 576
Resolution (dots/mm) 8
Paper width (mm)
Printing width (mm) 72
Printing speed (mm/sec) max 130
Outside diameter of paper roll (mm)max Φ51
Character matrix (HxW dots) 24 × 12, 24 × 24, 16 × 8, 16 × 16 Character dimensions (H×W mm) 3.0 × 1.5, 3.0 × 3.0, 2.0 × 1.0, 2.0 × 2.0 Type of paper Roll paper, Label roll paper
Character type Code page(17pages), Optional font, Downloaded character, User-defined character, JIS 1&2 Level Kanji, Special character Barcode UPC-A/E, JAN(EAN)8/13, ITF, CODE39, CODABAR, CODE93, CODE128,PDF417, QR Code, MaxiCode, Data Matrix, GS1 Databar, AZTEC Power supply Li-ion Battery
Communication interface USB, Bluetooth®, W-LAN *1
Input buffer 4K bytes
Command ESC/POS™ conformity, , ZPL ᶘ™ conformity, CPCL conformity Cutting method Tear bar
Falling resistance 1.8m *2
IP rating IP54 *2
Operating Temperature (°C) -20 to 55
Service life: Abrasion resistance (km) 50 *3
Dimensions (W×D×Hmm) 105 x 126 x 58*4
Mass (g) 395 *5
Standard FCC, CE, VCCI
Bundled item AC adapter, Battery, USB cable, Belt clip
Option Cradle for charging, Single battery charger, Quad battery charger, Car charger, Strap, Carrying case Software
*1 Selected model. *2 This number is test result based on SII procedures, not guaranteed value. *3 Use recommended thermal papers. *4 Excluding protrusion *5 with battery, without paper roll ESC/POS™: Registered trademark of SEIKO EPSON CORP.

Windows® is the registered trademark of Microsoft Corporation(USA).

AndroidTM is a trademark of Google Inc.

Mobile Printer Mobile
Ultra Small Mobile Label Printer
Compact & Light Weight
Drop rating: 1.8m(6feet), IP rating: IP54
Printing Speed: 130mm/sec max
Simple Operation & Stylish Design
Option Cradle for Charging
-
MP-B30L
1 2
3 4
BUTTON
A
BUTTON
B
BUTTON
C
BUTTON
D
BUTTON
E
BUTTON
F
Measuring
Instrument
PDA /
Smart Device
4 5 1 8237 500 1
Barcode
Medical
Equipment
Mobile
Printer
Label
Official site https://www.sii-ps .com Printed in Jun. 2021 2-2106/PDF/MS
80 +0
-1 / / 58 +0
-1 76.2 +0
-1
Printer driver, OPOS, POS for .NET, Windows® CE(SDK), Android™(SDK),iOS SDK, Xamarin SDK, URL Print Agent 4-5 / F, Wyler Center 2, 200 Tai Lin Pai Road, Kwai Chung, N.T., Kowloon, Hong Kong
Telephone:+852-2494-5160 Facsimile:+852-2424-0901
2F., No. 143, Changchun Rd.,
Taipei, Taiwan R.O.C.

Telephone:+886-2-2563-5001 Facsimile:+886-2-2563-5580623 bout IPS Group
624

CITY OF LYNWOOD

Request for Proposals
for

Processing and Management of
Parking and Administrative
Citations and Online Parking
Permit Management

August 7, 2023
5:00pm

Response Provided by:

Data Ticket, Inc.
2603 Main Street, Suite 300
Irvine, California 92614
949-428-7240
[email protected]

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CONFIDENTIAL INFORMATION DISCLAIMER

This proposal contains certain confidential and valuable information in the form of ideas, know-how, concepts, processes, plans and trade secrets that belong to Data Ticket, Inc.

In accordance with the California Public Records Act, this confidential information shall not be disclosed outside the City and shall not be duplicated, used, or disclosed in whole or in part for any purpose except in the procurement process. Confidential information contained in this document is noted on each applicable page or image. Serious and irreparable competitive disadvantage in future procurements could result from the release of any confidential information contained in this proposal. Please notify us immediately, in writing if there is a request for disclosure of any confidential information so that Data Ticket will have an opportunity to participate in any disclosure discussions.

The following data, furnished in connection with this solicitation, shall not be disclosed except to those who are directly involved with the evaluation within the City and shall not be duplicated, used or disclosed in whole or in part for any purpose other than to evaluate the proposal provided. If a contract is awarded to this offer or in connection with the submission of this data, the City shall have the right to duplicate, use or disclose the data to the extent provided in the contract. This restriction does not limit the City’s right to use information contained in the data, unless it is obtained under proper authorization from another source without restriction.

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TABLE OF CONTENTS

DESCRIPTION SECTION

COVER LETTER A

QUALIFICATIONS OF DATA TICKET B

ASSIGNED REPRESENTATIVES C

WORK APPROACH D

APPENDICES E

PRICE PROPOSAL CITATION PROCESSING (EXHIBIT A) F

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SECTION A:

COVER LETTER

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City of Lynwood
Gabriel Linares, Dir. Of Community Development
11330 Bulls Road
Lynwood, CA 90262
August 6, 2023

Dear Mr. Linares and the Selection Committee:

Data Ticket, Inc. appreciates the opportunity to respond to the Request for Proposal for Processing and Management of Parking and Administrative Citations and Online Parking Permit Management for the City of Lynwood. Data Ticket has been providing parking citation processing for 34 years. We have been providing administrative citation processing services for over 20 years, and we have been providing online parking permit management services for over 14 years. Our services are offered to our clients nation- wide, and we process citations for over 500 clients.

We have given a lot of thought to why the city would consider making a change from its current vendor. Often agencies think there is more hassle in changing vendors than it is worth. There is often a belief that the amount of work that goes into changing vendors outweighs the benefits; however, we don’t subscribe to that belief. We believe a change in vendors offers agencies a fresh look at their processes, business rules, and collection rates. This fresh look often translates into gains in efficiency, collections, communication, and customer service.

We have a significant amount of experience transitioning clients from the city’s current vendor, including the City of Santa Ana, City of Santa Barbara, and San Bernardino County. With each of those clients, we were able to see an increase in the collection rate a minimum of 7% and a maximum of 24% simply with our efficient and effective collections efforts that include automated rental contract acquisition, real-time acquisition of registered owner information and real-time placements of California DMV registration holds and releases, and our automated FTB processing.

Those same clients also saw an increase in the customer service levels offered to their customers through our offering of customer service reporting. We have found that when we actively track why customers are calling and whether a resolution has been reached, we are able to increase customer satisfaction. By providing customers with an option to leave a call back number and have our Customer Service Department call them back, they are happier to reach a resolution. Finally, with a new voice activated smart phone tree in the works, we are positioned to continue to increase the customer experience by providing information faster and by putting the customer in the driver’s seat.

In addition to having a significant amount of experience transitioning clients from the city’s current vendor, we also have a significant amount of experience related to Lynwood’s geographical location. Current clients include the cities of South Gate, Cudahy, Compton, Paramount, Bell Gardens, and Downey.

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We believe Data Ticket is the most forward-thinking parking citation processing vendor in the industry and we believe we are the right vendor to partner with the City.

Our business model is simple: We offer our software and our services to our clients at fair prices. We offer “living” software that is consistently enhanced to provide the most advanced features in the industry. We offer services to our clients and to their customers to create a cohesive experience for the public regardless of communication points. We believe that consistency in messaging and transparency in processing and services is the key to an efficient, effective parking and administrative citation program.

The individual authorized to negotiate and bind the firm contractually to all statements in this proposal is Brook Westcott, Chief Operating Officer. Questions regarding this proposal should be directed to Brook Westcott at Data Ticket’s corporate headquarters, where all work will be performed.

Data Ticket, Inc. 2603 Main Street, Suite 300 | Irvine, CA 92614 [email protected] | [email protected]

Direct Dial: 949-428-7240 | Fax: 949-281-3195

We believe after review of the enclosed proposal, you will agree that Data Ticket, Inc. is the most qualified partner to provide the professional, focused service necessary for superior parking citation processing and collections.

Data Ticket acknowledges that no addenda have been issued for this RFP. This proposal shall remain valid for 180 days from the RFP closing date. I certify that all statements made in this RFP are true and correct.

Best Regards,

Brook Westcott
Chief Operating Officer

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SECTION B:

QUALIFICATIONS OF DATA

TICKET, INC
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PROFILE:

Data Ticket, Inc. is a California Corporation that provides parking citation software and services, administrative citation software and services, and management as well as permit management and collection services for Cities, Counties, Universities, Districts and other public entities nationwide. Data Ticket employs 48 full time Staff. Data Ticket was incorporated in California in 1989. We provide expertise to ensure that citations get processed and collected in a timely manner for over 500 Agencies, nationwide.

Data Ticket is in Irvine, California. All work performed will be handled out of this office.

Our offices are always open to our clients, and we encourage in-person communication on a regular basis. Data Ticket, Inc. is a California certified Small Business Enterprise and a California certified Woman-Owned Business Enterprise.

Data Ticket is fiscally conservative and financially sound, consistently planning for the future and ensuring that our research and system upgrades keep us at the forefront of the industry and provide our clients with fully tested, stable, leading-edge technology and services. There are no known financial issues that will prevent Data Ticket, Inc. from providing, implementing, and maintaining the proposed system for the term of the contract.

Data Ticket has read and understands the City’s RFP. We understand the city requires an efficient system to ensure the highest level of service is provided to the public in the most cost-effective manner. We believe the city would continue to benefit from a vendor that will provide seamless operations and extremely high levels of customer service, all within a cohesive solution.

We believe if the city utilizes our comprehensive services, it will benefit from increased collections, increased compliance and increased operational efficiencies. In addition, we believe the City’s customers will benefit from the efficient processing our system offers.

Data Ticket’s management philosophy and approach to each project we undertake is to:
• Represent each client as they would represent themselves if they were providing the same or similar citation and permit management services in-house. • Provide progressively advanced hardware and software, so that our clients have reports and information available as they need.
• Provide professional and well-trained staff to service our clients and their customers. • Provide maximum revenue collections for our clients, politely and proficiently.

Citation processing, collection and management are our core business. We are a service industry corporation and we have always found that the best way to work with our clients is to provide maximum flexibility and support and go the ‘extra mile.’

FINANCIAL CONDITION:

Data Ticket is privately owned and operated; we have no loans or debt.

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All our hardware and software are 100% owned, maintained, supported, and upgraded by the internal staff members.

Data Ticket does not have any pending litigation, outstanding claims for or against the firm, or planned office closures or mergers.

STRENGTH AND STABILITY:

Data Ticket has been in business for 34 years. Throughout 2020 and into 2022, Data Ticket was able to take on additional work and responsibilities from our clients who were either working part-time, from home, or who simply could not keep up with the services required due to the pandemic.

Data Ticket did not lay off a single person during the pandemic, rather we continued working in the office during normal business hours in an effort to best support our clients.

Data Ticket is privately held California Corporation that proactively supports our clients and their customers in any way required.

Data Ticket is structured in a manner that allows us to increase our customer base without having to significantly increase our employee base. This is because our Solution is highly automated. Of course, there are areas where an increase in our employee base is absolutely required. For example, our goal is to provide the highest levels of customer services to our clients and their customers. At the end of the day, our clients’ customers often want to speak with a live customer service representative, rather than an IVR or an automated solution. For that reason, we are always actively looking for excellent customer service representatives.

We encourage you to reach out to the references we have provided as well as to the agencies surrounding the City of Lynwood that are clients of Data Ticket. We are confident you will find that their partnerships with Data Ticket provide for excellent communication, excellent service, a deep understanding of the industry and the on-going legislative changes, and an excellent return on investment. In fact, the use of our Solution as it relates to the collections typically cost pennies on the dollar, resulting in incredible value for our clients.

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SECTION C:

ASSIGNED REPRESENTATIVES
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Below, Data Ticket has provided the City of Lynwood with our organization chart as it stands today. Many of these individuals have been employed by Data Ticket for a lengthy period of time, including Brook Westcott who has been with Data Ticket for 9 years, Heather Nowlan who has been with Data Ticket for 13 years, Wanda Stone, who has been with Data Ticket for 10 years, and Mariane Hernandez who has been with Data Ticket for 12 years.

City personnel will have access to each of the managers identified below via direct dial phone numbers, direct access email addresses, group email addresses, and group telephone numbers. In additional city personnel will have access to some of these individuals’ cell phone numbers for after-hours access.

Data Ticket is capable of providing experienced, knowledgeable, and professional staff.

Data Ticket will be responsive and maintain excellent working relationships with the city’s residents, visitors, businesses, government officials and staff. Data Ticket will provide adequate staffing levels at all times and adhere to established schedules.

Data Ticket provides the highest level of services to each of our clients. We have adequately staffed each department to accommodate each and every client’s needs. We do not share resources across departments; rather we have hired and maintain each department such that there is no need to share resources among departments. In addition, resources are routinely moved to other departments so cross training occurs, 635
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which ensures we are never caught in a situation where we cannot provide excellent service for each client.

Data Ticket understands that our service and technology offerings are only as good as our Staff. It is our goal with each client to ensure we have a partnership based on solid, effective communication.

Below, we have provided the City with a chart providing the years of experience of our Managers and Leads. In addition, we have provided a high-level organization chart for Data Ticket. All the individuals identified on the chart work in the Irvine, California office and each of the individuals identified in the organization chart provided below are currently available to the District.

Name Title Function Years of
Experience
Brook Westcott Chief Operating
Officer
Contract management, IT oversight,
Accounting oversight, enhancement
management, City Council
attendance
19 Years
Heather Nowlan Director, Client
Services
Implementation management,
training coordination, report
generation
13 Years
Mariane Hernandez Accounting
Manager
Daily accounting / banking
assistance
12 Years
Wanda Stone IT Department –
Mobile Support
Supervisor
Daily assistance with the handheld
solution chosen
10 Years
Karla Fuentes Customer Service
Manager
Daily Customer Service
management
16 Years

Brook Westcott, Chief Operating Officer and Supplemental Project Manager Brook brings more than 19 years of parking citation experience in addition to 16 years of administration citation processing experience. Brook has been a key member of the Data Ticket team for the past 19 years, actively managing each client’s citation processing to ensure each implementation is successful. Brook’s expertise in Project Management includes planning, designing, testing, and executing client conversion, IT enhancements, new IT development, data management and process re-engineering. Brook’s focus since joining Data Ticket has been to develop new processes to streamline the flow of data through the system to provide more detailed data to our clients via real-time, online reporting. Brook also focuses her time on significantly increasing the collection rates that Data Ticket provides for its clients. Her goal is to keep Data Ticket’s collection rates above the competition, while continually enhancing operational efficiencies.

Brook is a graduate of Baylor University with a Bachelor of Business Administration in Business Management. Prior to joining Data Ticket, Brook was a Senior Manager at Accenture for 11 years. During her time there, she served as project manager for high- profile projects in Spain, France, Italy, Chicago, New York, San Francisco, Minneapolis, 636
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Memphis, Los Angeles, and Orange County. Brook is responsible for overseeing the Information Technology, Accounting, Data Entry, Adjudication, Customer Service and Operations Departments at Data Ticket.

Heather Nowlan, Director, Client Services and Project Manager for the City Heather joined Data Ticket 17 years ago and is responsible for managing our clients’ needs via email, phone, and personal visits. She is responsible for assisting in the implementation of new clients, as well as for the retention of existing clients by ensuring Data Ticket staff understand our clients’ business rules and processing needs.

Heather is a graduate of Texas Christian University, and her experience includes more than 17 years of customer service in a fast paced, high energy, client-facing business.

She brings a solid foundation to Data Ticket by utilizing effective communication skills with a detail-oriented service mentality. She has worked on numerous CRM (customer relationship management) programs in her prior experience and has been able to apply this knowledge directly to Data Ticket. Heather’s goal is to enhance the experience that our clients receive through personalized attention.

Wanda Stone, Mobile Support Manager
Wanda is a Microsoft Certified Applications Developer with a Henley Certificate in Supervisory Management 1995 from the Graduate Institute of Management and Technology, South Africa. She has been with Data Ticket for 10 years and serves as a Senior Programmer within our IT Department. Wanda is responsible for managing the IT staff that focus their time on development, as well as improving and maintaining our proprietary applications including our website and our electronic handheld units.

Wanda has been primarily responsible for releasing a wireless handheld unit to our clients in 2009. This unit allows our clients to transmit citations wirelessly to our database, so citizens can pay for and/or appeal instantaneously. Wanda is responsible for all handheld software development, integration into existing database and implementation. This includes all hardware and software research. In addition, our IT Department has released a new look and feel for our website this year to provide a more user-friendly and sleeker image. Our IT Department also excels in developing and maintaining existing software solutions using VB.net, as well as for maintaining the Microsoft SQL Server and creating and maintaining databases.

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SECTION D:

WORK APPROACH
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General Approach
Our approach to citation processing is continually evolving. We have been processing parking citations for 34 years. We use our experience and expertise to continually improve our software and our services so that our partnerships with our clients continue to evolve and grow.

During the life of any contract, we believe it is our responsibility to benefit our clients technically by providing regular enhancements. Our software is living software. It is provided as a Software as a Service (SaaS) model. Because our clients do not own the software, it is Data Ticket’s responsibility to enhance that software regularly, thereby providing our clients with new, forward-thinking functionality.

Data Ticket’s Citation Management Solution is available to our clients via a 100% web- based solution. We are the leader in the industry with regard to our customer service, industry knowledge and willingness to partner on every level with our clients. Since we have the benefit of processing for many agencies across the United States, we have the access and ability to observe and understand “best practices” in the industry and to share those best practices with our clients. We partner 100% with our clients to meet and exceed their needs and we expect our clients to rely on us for our expertise.

Data Ticket offers several models to meet the city’s Citation Management Processing requirements. These models range from Data Ticket performing all services in-house to the city performing all services in-house to a combination of sharing or dividing tasks and services. Based on our experience and the city’s RFP, we understand the city wishes to provide the highest level of customer service for all types of customers while potentially removing some of the daily responsibilities. Based on this information, we have provided what we believe to be best practices that will provide the maximum benefit for the city’s customers and staff.

The table below identifies key responsibilities as they relate citation processing. We have provided an outline of who should perform each responsibility. We believe this division of responsibilities best utilizes our solution and services while providing relief to the City for performing work functions that are not necessary. The check marked items indicate who will take the primary responsibility for the items below:

Functionality City Personnel
Performs
Data Ticket
Performs
Data Entry of Manually Written Citations
Automated Electronic Transmission of Citations
Real-time automated registered owner retrieval
Generation, printing and sending notices
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Functionality City Personnel
Performs
Data Ticket
Performs
View photos, videos and voice recordings of citations
in the format in which they are sent
Automated Bail Escalation
Automated management of the FTB and Delinquent
Processes
Place citations on adjudication holds and scan all
supporting documentation
Enter 1st Level Dispositions
Send all Adjudication Letters
Schedule 2nd Level Hearings
Enter notes to be viewed by the City and Data Ticket
Handle Customer Service, including IVR and live, bi-
lingual customer service phone lines

Scope of Services
On the prior pages, we provided the city with a high-level summary of the services we recommend the city utilize in order to modernize the current parking processing programs. Below and on the following pages, we have provided a detailed accounting of how we believe our services and technology will assist the city in that modernization.

Scope of Services – Administrative Citations

1. Processing of Administrative Citations
Data Ticket has read and understands the requirements identified on page 5 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Provide a 100% web-based Solution city personnel will use to view and manage the entire administrative citation lifecycle.
• Provide a 100% web-based Solution the city’s customer will use to view and manage citation issued to them by city personnel.
• Data enter and accept electronically all administrative citations issued. • Electronically attach each manually issued citation to the citation detail webpage within our Solution so city personnel can electronically view a copy of each citation. • Store all administrative citation data via a secure database that is accessible to city personnel via unique username and password.
• Provide the most advanced reporting solution available in the industry to city personnel to run real-time reports on all data elements associated with administrative citations.
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• Send via first class mail all correspondence required by the city’s municipal code to citation recipients and appellants.
• Electronically attach to each applicable citation all correspondence sent on behalf of the city so that city personnel can view said correspondence at any time. • Apply penalties as required by the city’s municipal code at the appropriate time as defined by the city’s municipal code.
• Utilize the Franchise Tax Board’s interagency intercept program to place eligible debts for collection via tax returns, unclaimed property findings, and lottery winnings. • Provide for the ability for citation recipients to pay citations online, via our customer service representatives, via US Mail, via our IVR Solution, utilizing MasterCard, Visa, Discover, American Express, and check.
• Provide a PCI compliant method to authorize credit / debit cards in real-time and to settle daily.
• Not charge the city for the processing of credit / debit cards by individuals paying their administrative citations.

2. Customer Service
Data Ticket has read and understands the requirements identified on page 5 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Provide several toll-free customer service lines to provide callers with the ability to obtain information about their citations, make payment, and discuss options for the caller Monday – Friday from 8am – 5pm.
• Provide callers with the ability to request a call back. • Call record all inbound and outbound calls that can be provided to the city upon request.
• Provide customer service reports to the city that define why callers are calling, whether a resolution was achieved or not, the duration of each call, and the total calls received and made daily.

Scope of Services – Parking Citation Processing

1. Processing of Parking Citations
Data Ticket has read and understands the requirements identified on pages 5 and 6 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket’s Mail Department accepts, data enters, and updates manually written citations Monday – Friday from 7:30am -5pm, Pacific. Manually issued citations can be sent electronically to Data Ticket using our proprietary digital drobox or they can be sent via email, regular US Mail, FedEx or some other expedited mail delivery service. If received via paper, the citations will be opened and scanned into our digital dropbox for immediate keying. If emailed to Data Ticket, the citations will be opened and keyed immediately.
• Data Ticket provides City Personnel with full edit capabilities for electronically issued and manually issued citations. In addition, our operations Department will edit any citation data required.
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2. Revenue Collection
Data Ticket has read and understands the requirements identified on page 6 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket provides for the acceptance of payments via US Mail. Correspondence and payments accepted via our Newport Beach PO Box are picked up daily by 7:00am and delivered via bonded, insured courier to our office for processing. All incoming mail is sorted and batched by postmark. In the event a postmark date is not available, we will utilize either the receipt date or the check date, depending on which date the city prefers. Utilizing the postmark date will automatically reverse penalties that may have applied from the postmark date to the receipt date. • Payments received via US Mail are processed in-house and deposited within 24 hours of receipt. As payments are made, the city will have access to real-time reports, available 24/7 and reflecting each payment.
• Online reports are made available to the city that accurately reflect all bank deposits made daily.
• Daily and monthly, Data Ticket reconciles deposits made to ensure all payments have been properly accounted for. All backup received with payment data is scanned and stored on our network for as long as the city is a Client. All bank deposit information will be stored on behalf of the city for as long as the city requires. • Data Ticket will send notices to a Registered Owner when a partial payment is made, when a check is returned for insufficient funds and on an unpaid citation when a change of RO has occurred.

3. DMV Interface for Registered Owner (RO) Information and Holds Data Ticket has read and understands the requirements identified on page 6 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket is online with California DMV for registered owner information and has been for the past 29 years. Data Ticket is the only vendor in the industry who, within 1-2 minutes of receipt of a citation, obtains CA registered owner information via an online connection with CA DMV. Data In addition, Data Ticket can lookup registered owner information and place holds and releases manually. In the event the City requires a manual hold or release be placed, that will be processed the same business day the request is received.
• Our Operations Department reviews all “No Hits” to ensure the data provided on the citation is accurate. In addition, Data Ticket provides our Clients with a real-time report where they can view all citations for which a “No Hit” was received. Finally, Data Ticket attempts to obtain a registered owner once every 30 days from all DMVs to ensure we obtain a registered owner as soon as one is available. In addition, we will also resubmit citations upon request to determine if a registered owner is available. Finally, we treat citations written with a VIN in the same manner we treat citations issued with a Plate.
• Data Ticket’s in-house Operations Department reviews all citations daily that are returned as a make/mismatch from DMV. In the event a Make Mismatch occurs, the citation is automatically placed on real-time report available to the City 24/7. In addition, Data Ticket supplies our Clients with real-time notification of all make 642
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mismatches via our online, real-time reports. Of course, these reports can also be generated at month-end if the City prefers.
• Data Ticket obtains registered owner information for out-of-state plates utilizing NLETs. NLETs functions much like a CLETs interface whereby Data Ticket has access to out-of-state registered owner information 24/7, compared with dependence on each individual state.
• Real-time, through our online connection with DMV, Data Ticket places California registration holds and releases. In addition, our connection to California DMV is different from the City’s current vendor and many other vendors. Our connection automatically provides us with next day confirmation that a registration hold or release was successful. Other processing vendors including the City’s prior vendor do not get that confirmation until the monthly DMV file is provided by DMV. This significantly impacts the ability to process holds and releases effectively as it means there could be up to 4 weeks of duration before the City can be guaranteed a hold or release was successful.
• Data Ticket will change the registered owner or responsible party information upon proof of a sale, rental agreement or other transaction permitted by California Vehicle Code. Data Ticket will never purge registered owner information, rather we provide it to the City at the citation level.

4. Registered Owner Correspondence
Data Ticket has read and understands the requirements identified on page 6 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket will be responsible for mailing all 1
st Courtesy Notices for citations unpaid
after the City’s specified timeframe. These notices will be mailed via 1st Class Mail daily as soon as a citation is eligible to have a notice sent. • Data Ticket sends all notices daily, depending upon the event and/or the timeframe defined by the City. Each citation is treated independently so as each citation has fulfilled the requirements set forth by the City, the appropriate notices are sent. All notices sent by Data Ticket have the citation number, citation date, plate and state, make, notice date, violation(s) and amount due prominently positioned on them. In addition, each notice identifies the due date and dollar amount owed at each of the escalation dates, so the recipient is clear on what is owed and when. In addition, all notices define how to pay for the citation, appeal the citation (if applicable), inquire about the citation, and provide a signoff section (if applicable) for the citation or show proof of non-liability.
• Each notice, except for the FTB notice, allows for customized text to be defined by the City of Orinda and each notice provides a toll-free, bi-lingual telephone number that is answered by both a bi-lingual IVR (integrated voice response) system and bi- lingual customer service agents that are all in-house. All notices are sent to the recipients with a #10 windowed envelope that allows the recipient to send a portion of their notice and their payment for processing. In addition to the allowance of the submission of check or money order, recipients may also submit a credit/debit card number for processing.
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A 2nd 1st Courtesy Notice will be mailed to a Renter or Lessee when a rental car agency or a leasing agency provides the corrected information.

5. Data Management, Reporting and Statistical Capabilities Data Ticket has read and understands the requirements identified on pages 6 and 7 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket will maintain provisions for proven database management and software and all required servers. Data Ticket will provide the city with a fully hosted Software as a Service (SaaS) solution. The City will not be responsible for the installation, maintenance or enhancements associated with any hardware or software. Data Ticket will take responsibility for the entire Solution. • Data Ticket takes the security of the data that we hold be behalf of our clients very seriously. We realize we hold Personally Identifiable Information that does not belong to us. All data that resides on our servers belongs to our clients. At any time, the city may request a copy of their data and if the city ever requires a daily feed of data, we would be happy to provide it in an automated fashion.
• Data Ticket will continue to provide statistical reports to the City. These reports are not limited in any manner. All Data Ticket’s reports will be available to city staff in real-time. There is no limit to the amount of reporting the city will be able to generate.

In the event the city ever requires a custom report or additional fields or optional criteria on a report, we will gladly add the custom report, field, or optional criteria at no charge.
• All the reports available to our clients are available on our website. This will provide City Personnel with the ability to generate reports in their timeframe while reducing their dependency on a vendor. We find the more control we provide our clients the better able they are to do their jobs, on their timeframe. If there are specific reports the city requires at any time, we are happy to provide those reports. • Our Solution stores, sorts and/or processes all fields required by the City. • Data Ticket understands the city’s requirement to handle all mailed in requests for non-displaced placards. In the event the city ever decides to have its parking citation processing vendor handle these requests, we would gladly take them over. Data Ticket offers a full-service Adjudication Department to handle our client’s inbound 1 st
Level Administrative Reviews. Each Staff Member is well versed in the California Vehicle Code and each Staff Member has attended the Hearing Training provided by the California Public Parking Association multiple times. • Data Ticket understands the city’s requirement to have non-displayed placard in- person reviews handled by City Personnel at the City Office. Data Ticket does offer our clients independent, fully trained and certified Hearing Officers to perform all 2 nd
Level Hearings. This offering follows the California Vehicle Code and is offered as an optional service. The Hearing Officers we utilize perform in-person, written and over the phone Hearings for our clients. They utilize our Solution to enter the disposition, just as city Personnel would if city Personnel continue to adjudicate these types of citations.
• Data Ticket understands the city’s requirement to provide disposition results to the parking citation vendor to enter into the system. Our Adjudication Department will handle this service for the city. We do, however, offer our clients with the ability to 644
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enter dispositions directly into our website. This streamlines the process considerably, which provides a higher level of service for the public. • Data Ticket understands that non-placard related handicap violations will be contested through the normal current process. If the city is interested in streamlining this process in any manner, we would be happy to provide some suggestions that will eliminate some of the work involved, thus providing a better and more efficient process for City Personnel as well as Appellants.

6. Transition Plan
Data Ticket has read and understands the requirements identified on page 7 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Transfer all citation data, including electronic images and electronic documents, into our Solution for viewing by city personnel.
• Perform a mock migration with a partial set of data to ensure that actual migration of data is flawless. This mock migration will also provide the city with the opportunity to begin the training process well in advance of the actual migration process. • Migrate the city’s data after hours on a Friday and through the weekend, starting with the most recent data and working our way through to the oldest data to ensure the city and the city’s customers have the shortest amount of downtime possible. • Migrate the city’s data across multiple machines to increase the rate at which the migration is performed.
• Provide unlimited training to city personnel in person, via Zoom and via telephone to ensure adoption of the new Solution is a success.
• Not install any hardware or software at any city location. Our Solution is 100% web- based so there is nothing to install or maintain at the city’s location. • Review all correspondence to be sent to citation recipients and acquire city signoff on all communication. Additionally, Data Ticket will attach electronic copies of each correspondence to the applicable citation for ease of viewing by city personnel. • Not subcontract any of the work associated with the contract or scope of services. • Comply with all requirements of CVC in regard to processing and will continue to all adhere to all legislative changes that impact parking citation processing in the State of California.

7. Database Back-up and Off-Site Security
Data Ticket has read and understands the requirements identified on page 8 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Data Ticket is SOC 2 Type 2 Compliant. All systems are backed up daily and we have full redundancy in the Cloud.
• All local back-ups are taken off site daily and stored in a secure location. A complete disaster recovery plan is in place and tested annually.

8. General Software Standards
Data Ticket has read and understands the requirements identified on page 8 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:
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• Data Ticket’s Solution is 100% web-based and 100% compatible with Windows 7/Windows 10 Operating Systems.
• Our Solution is native to the PC environment and works perfectly on all tablets and cell phones with data plans or Wi-Fi access.
• Our Clients all utilize the same software base that is 100% supported and configured to meet each City’s individual requirements. At no time will this software be phased out or unsupported.
• Our Solution has been designed with our Clients in mind. It is easy to use, intuitive and requires little to no training.
• Access to our web-based Solution is provided at the user level. This method of access provides the greatest amount of flexibility for our clients and guarantees that everyone who has access to the Solution has the correct access. • Our Solution provides City Personnel with the ability to run custom reports, create custom report and save custom reports.
• We provide full support to our clients and will generate, save and share reports with our clients when so requested.
• Customer Support is available during normal business hours (7am – 5pm Pacific) via the phone and email and after hour support is also available via cell phone and email. • Data Ticket’s Solution allows for an unlimited number of concurrent users.

9. Installation and Training
Data Ticket has read and understands the requirements identified on page 8 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Provide a 100% web-based Solution that is fully supported by Data Ticket personnel and that does not require any installation or maintenance by city personnel. • Provide unlimited training to city personnel in person, via zoom, over the phone, or via any other manner required.
• Provide a fully tested Solution that is already in production with over 500 clients, nationwide.

10. Customer Service
Data Ticket has read and understands the requirements identified on page 8 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

• Provide the City with a fully staffed bilingual Customer Service Department Monday – Friday from 8am – 5pm Pacific to answer inbound calls and to return calls previously made.
• Call record all Customer Service Representative answered and made calls are recorded digitally and can be provided to the city upon request and all matters are handled within 24 hours to ensure the highest level of customer service available. • Provide call recordings will be provided to the city upon request. 646
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• Provide a bilingual IVR Solution that is available 24/7 to provide callers with general information about their citation(s), specific information about their citation(s) and to pay their citation(s).
• Provide a Customer Service Department and IVR Solution (and Customer facing website) accept Visa, MasterCard, Discover, and American Express. Receipts are automatically emailed to customers upon confirmation of payment. Data Ticket offers the lowest credit card processing fee in the industry.

Scope of Services – Parking Permit Management
Data Ticket has read and understands the requirements identified on page 9 of the city’s RFP. We will comply with each service required. Specifically, Data Ticket will:

Our Permit Management Solution is extremely well configured to meet the very wide variety of permits we process. We have found since offering a Permit Management Solution that no 2 agencies are alike. The business rules of each agency often vary thus what is a Beach Permit with specific business rules for one client may be different than a Beach Permit for another.

Our Permit Management Solution is 100% web-based, accessible, and compatible with any internet browser and an assigned, unique username and password. (Please note due to PCI Compliance requirements, if the City utilizes Internet Explorer, the minimum acceptable version is IE 11).

The Solution is fully integrated with our Citation Processing Solution. A single login by a user will provide access to both Parking Citations and Permits. In fact, our Solution can prevent an individual from purchasing a permit if an open citation exists in the system. Of course, this is a business rule the City would need to have in place to work and many agencies prefer to allow individuals to purchase permits even if they have a parking citation. But the choice is yours.

Releases for the Permit Management Solution are targeted at the Client level. Because permit rules and processes vary so heavily, it is rare to offer enhancements that cover more than a single client.

Data Ticket believes our approach to permit solutions is the most extensive and thorough in the industry. Unlike parking citation processing whereby there are similarities across clients, we believe no two permit solutions are alike. Our approach to each permit solution is to collaborate with each client to identify all business rules associated with each unique permit and build a customized solution to meet those business rules. Of course, we must also consider the City’s desire to be involved in the process of fulfillment as well as the potential for the City to expand their permit solution beyond what is currently available.

Below and on the following page we have provided our proposal to the city for your permits. Data Ticket will provide a customized website for city personnel and for the city’s customers to manage permits that will meet all requirements identified by the city.

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Our Solution will provide details for individuals desiring a permit that is solely for the city’s customers to use. All web content will be customized for the City and will be displayed depending on the permit type selected.

Upon successful registration of an account, completion of required proofs of residency, approval of a permit(s), and/or fulfillment of a permit(s), the customer will be emailed confirming each step along the process. Emails are generated automatically without City Personnel needing to do anything. In addition, more communications can be automated and scheduled per the City’s requirements.

Data Ticket proposes to be responsible for configuration of each permit type, including new permit types not yet identified. In addition, Data Ticket will be responsible for all business rules associated with identified permit types as well as not yet identified permit types.

As stated, customers of the city will be able to apply for and, pending approval, purchase permits as defined by the City. In addition, to the degree required, the City’s Customers will be able to manage their permit accounts and vehicles, including moving permits from on vehicle to another, cancel a permit, purchase new permits, and ensure unpaid parking citations are paid prior to the purchase of permits.

Data Ticket will support the existing permits that are valid at the time we take over processing. We recommend that all of the City’s customers transition to the new online permit portal and register for new permits when their current permits expire. This approach ensures that all customers adopt the new solution as the City’s new permit portal.

As the new permit solution is configured, Data Ticket will work closely with city personnel to ensure that all business requirements are captured and configured accordingly. City personnel will participate in many training sessions of the Permit Solution to ensure the go live date is met with success.

For the City’s Residential Permits, we recommend the City provide a list of eligible addresses from which residents may select. This process ensures there is a single account per residential address.

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SECTION E:

APPENDICES
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Resumes

Data Ticket provided resumes of key staff in Section C of our response; however, we have also provided that information below as requested.

Brook Westcott, Chief Operating Officer
Brook brings more than 19 years of parking citation experience in addition to 19 years of administration citation processing experience. Brook has been a key member of the Data Ticket team for the past 19 years actively managing each client’s citation processing to ensure each implementation is successful. Brook’s expertise in Project Management includes planning, designing, testing and executing client conversion, IT enhancements, new IT development, data management and process re-engineering. Brook’s focus since joining Data Ticket has been to develop new processes to streamline the flow of data through the system to provide more detailed data to our clients via real-time, online reporting. Brook also focuses her time on significantly increasing the collection rates that Data Ticket provides for its clients. Her goal is to keep Data Ticket’s collection rates above the competition, while enhancing continually enhancing operational efficiencies.

Brook is a graduate of Baylor University with a Bachelor of Business Administration in Business Management. Prior to joining Data Ticket, Brook was a Senior Manager at Accenture for 11 years. During her time there, she served as project manager for high- profile projects in Spain, France, Italy, Chicago, New York, San Francisco, Minneapolis, Memphis, Los Angeles and Orange County. Brook is responsible for overseeing the Information Technology, Accounting, Data Entry, Adjudication, Customer Service and Operations Departments at Data Ticket.

Heather Nowlan, Director, Client Services
Heather joined Data Ticket 13 years ago and is responsible for managing our clients’ needs via email, phone, and personal visits. She is responsible for assisting in the implementation of new clients, as well as for the retention of existing clients by ensuring Data Ticket staff understands our clients’ business rules and processing needs.

Heather is a graduate of Texas Christian University, and her experience includes more than 17 years of customer service in a fast paced, high energy, client-facing business.

Wanda Stone, Mobile Support Manager
Wanda is a Microsoft Certified Applications Developer with a Henley Certificate in Supervisory Management 1995 from the Graduate Institute of Management and Technology, South Africa. She has been with Data Ticket for 10 years and serves as a Senior Programmer within out IT Department. Wanda is responsible for managing the IT staff that focus their time on development, as well as improving and maintaining our proprietary applications including our website and our electronic handheld units. 650
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SECTION F:

PRICE PROPOSAL

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Below we have provided Exhibit A as required by the City of Lynwood. In an effort to provide full details on the pricing and services we provide, we have provided additional details following Exhibit A.

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Parking Citation Processing Cost Proposal
Below we have provided a cost proposal to the City of Lynwood for parking citation processing services.

Description of Cost Cost
Flat rate per notice of parking violation issued and
electronically transferred $0.45
Flat rate per notice of parking violation issued and manually processed $0.50
1st Courtesy Notice $0.75*
Monthly Minimum No charge
Delinquent Notices No charge
Other Correspondence $0.95
Conversion No charge
Online access No charge
Payment Processing No charge
Credit card convenience fee charged to the public $3.50 charged to the public Administration of adjudication process:

Place hold & scan all received documentation $0.50
Generate and send each adjudication letter $0.75*
DMV Holds / Releases No charge
Fee for out-of-state processing / collections 23%
FTB - SSN Request / FTB Collections $2.00 / 15% of Collections Delinquent Collections – Assessed at 90 days or once the 2nd notice has been sent 25%

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Description of Cost Cost
AB503 Payment Plans $5.00 if Data Ticket Reviews
$2.00 if City Reviews
Hearing Officer Services - Optional $45.00/per hearing
In Trust/Joint Escrow Account – Optional $150.00/month
Refunds $2.50**
Chargebacks/NSF’s $2.50**
Handheld Units: 2 Piece Android Solution - Optional
Cost to purchase handheld ticket writer & printer $1,400.00/Unit Annual Software License $150.00/Unit
Monthly maintenance / repair / replacement with $0.00
deductible $20.00/Unit

*All costs related to sending correspondence / letters are inclusive of the cost of first- class mail. In the event the USPS increases the current rate of first-class postage, the cost of these items will increase as the amount increased.

**These fees will only be charged if the City utilizes the In Trust/Joint Escrow Account services. The bank charges $8.00 for each NSF processed. The City may pay this fee to the Citizen.

In the event the city elects to move forward with data plans, Data Ticket will provide the data plan cost a pass through to the city.

Payment plan fees will be assessed to the customer if a non-indigent payment plan is implemented.

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Administrative Citation Processing Cost Proposal
Below we have provided a cost proposal to the City of Lynwood for administrative citation processing services.

Description of Cost Cost
Flat rate per notice of administrative violation issued and electronically transferred $1.25
Flat rate per notice of administrative violation issued and manually processed $1.75
1st Courtesy Notice $0.75*
Monthly Minimum No charge
Delinquent Notices No charge
Other Correspondence $0.95
Conversion No charge
Online access No charge
Payment Processing No charge
Credit card convenience fee charged to the public $3.50 charged to the public Administration of adjudication process:

Place hold & scan all received documentation $0.50
Generate and send each adjudication letter $0.75*
Fee for out-of-state processing / collections No charge FTB - SSN Request / FTB Collections $2.00 / 15% of Collections Delinquent Collections – Assessed at 90 days or once the 2nd notice has been sent 25%

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Description of Cost Cost
Hearing Officer Services - Optional $45.00/per hearing
In Trust/Joint Escrow Account – Optional $150.00/month
Refunds $2.50**
Chargebacks/NSF’s $2.50**
Handheld Units: 2 Piece Android Solution - Optional
Cost to purchase handheld ticket writer & printer $2,400.00/Unit Annual Software License $150.00/Unit
Monthly maintenance / repair / replacement with $0.00
deductible $20.00/Unit

**These fees will only be charged if the City utilizes the In Trust/Joint Escrow Account services. The bank charges $8.00 for each NSF processed. The City may pay this fee to the Citizen.

In the event the city elects to move forward with data plans, Data Ticket will provide the data plan cost a pass through to the city.

Payment plan fees will be assessed to the customer if a non-indigent payment plan is implemented.

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Online Permit Program Cost Proposal
Below we have provided a cost proposal to the City of Lynwood for an online permit program processing service.

Description of Cost Cost
Online permit application to be used by the city and its customers to register for and obtain parking permits. The online permit application can also be used by city personnel to manage the permitting process. Additionally, when utilizing an Android Solution with Data Ticket’s proprietary parking citation software, the city’s ticket writers will have access to a daily file that includes all valid permits. When the issuing officer enters the license plate number, the handheld will indicate to the officer whether the permit is valid or not.

The solution will provide the city’s customers with the ability to:
• Register online and apply for permits.
• Verify resident address with DMV to ensure resident resides in permit area if applicable.
• Submit up to 3 documents online via the web to prove they are a resident (i.e., driver’s license, etc.) if applicable.
• Provide online temporary permit with expiration date to be printed directly from patron’s computer.
• Create a login name and password to the solution with which the user may manage all future permits or to check out as a guest. • Pre-purchase permits for upcoming years.
• Re-use data previously entered to purchase new permits. • Track all permits purchased by residents/guests, etc. • Store of all permit data online.
• Accept of Visa, MasterCard, Discover and American Express • Provide live, bi-lingual customer service agents available M-F, 7:30am-5pm who will process registration requests, answer specific and general permit questions and provide fulfillment assistance.

The Solution will provide the following capabilities to city personnel:
• Ability to register all permit types within the permit solution online. • Ability to verify resident address with DMV to ensure resident resides in permit area – if applicable.
• Ability to accept documentation & scan into the solution. • Ability to generate reports on permits issued.
• Ability to search for permits by permit holder.
• Ability to modify permit holder information.
• Online training of all City personnel
$7,500.00/Annual
Fee – Per Permit
Type

$2,500.00 Initial fee
AND
$2,000.00/month
(regardless of the
number of permit
types)

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Description of Cost Cost
Permit Fulfillment (if using hangtags/stickers) - Optional Services for the above-mentioned item includes:
• Assignment of each permit per successful registration • Generating and mailing a custom notice to each
successful registrant with an assigned permit
• Includes Postage – USPS first class rate
$6.00 per permit Fulfilled

And

$.85 per letter sent
Permit Approval/Denial Process - Optional
• Approval or Denial of documents by Data Ticket
$7.00 per approval/denial
Permits (if using hang tags/stickers) - Optional
• Cost of sticker permit – depending on size and quantity chosen
TBD
Email Blasts - Optional
• Generating and sending custom notification/information to prospective or active permit holders
$.40 per email
In Trust/Escrow Account – Optional
Services for the above-mentioned item include:
• Daily deposits of funds to the Agency’s escrow account • Processing of all credit card chargebacks and Insufficient Funds
• Month-end reconciliation of all funds collected
• Payment of Data Ticket’s invoice
• Disbursement of the net remittance to the Agency
• Scanning of checks/money orders directly to joint bank account daily using remote check deposit

The Agency will be responsible for the purchase of banking supplies, including checks and endorsement stamps; these fees typically run $200.00 per year.
$150.00/month
Banking Fees:

Data Ticket will pass all banking fees on to the City’s patrons who wish to pay by credit or debit card
$3.50 per transaction
Refunds – For Agencies that opt for an Escrow/In Trust
Account:

Issuance of all refunds to individuals who are due a refund via 1st class mail
$5.00 per issued refund
Credit Card Charge Backs:

Processing of each chargeback
$33.50 per chargeback

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**These fees will only be charged if the City utilizes the In Trust/Joint Escrow Account services. The bank charges $8.00 for each NSF processed. The City may pay this fee to the Citizen.

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Processing and Management of Parking and
Administrative Citations and Online Parking
Permit Management
Prepared for City of Lynwood

Submitted by T2 Systems
August 14, 2023
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August 14th, 2023

Dear City of Lynwood Team,
Thank you for the opportunity to submit our UPsafety® Permits & Enforcement (PE) Solution with citation processing to City of Lynwood.

The UPsafety PE Solution, formerly called CityCite®, was first developed in 2012 by United Public Safety, Inc., to create an intuitive and simple parking management solution that met all the requirements and disparate needs of municipal parking operations. Today, as part of T2’s broad line of Permit and Parking Enforcement solutions that allow customers to find just the right set up for their operations, the UPsafety PE Solution continues to evolve into an even more robust and streamlined platform.

For more than ten years, this solution has been adopted by more than 270 customers and we are proud to have a 99.9% customer retention rate which we attribute to how user friendly the solution is and our dedication to customer service. Our customers have been our partners in the growth and development of the solution since its inception. We eagerly welcome feedback from our customers on functionality that would improve our solution and our development team releases new functionality quarterly so do not be surprised if one of your suggestions becomes a new feature of the solution. Our cloud based SaaS model ensures that you are never just paying to license the same static piece of software year- over-year.

You’re paying for us to provide the infrastructure expertise, software engineering, consulting and support necessary to keep you at the cutting edge of technology for the entire term of your contract. In other words, the software we will be licensing to the city in 2025 will be the same software we are selling as brand new to clients in that same year. You will never be locked into an outdated enforcement solution.

With this in mind, our solution meets and exceeds all specified requirements to the component we are responding to, including exceeding them in key areas, such as:
• Improving your department’s efficiency by allowing every officer the power of Automatic License Plate Recognition (ALPR) in the palm of their hands. Back-office efficiency is driven by a customized real-time dashboard, route optimization, and a reporting engine that allows administrators to create custom reports in minutes. Our reporting module gives you the tools to build your own reports and schedule them to generate and email to recipients of your choosing easily.
• Improving the customer experience through a Patron Portal customized for City of Lynwood.

Allow your customers to apply for permits, see all outstanding violations, dispute violations directly online, tokenize their payment methods to save time, and announce department updates which publish directly to the site in real-time. • Future proofing the city’s technology through a continuous delivery business model, wherein all upgrades are released to current subscribers at no additional cost. A robust and always 662

evolving API furthers this goal, by allowing low-code integrations to the best-in-class partners that best fulfill the city’s mission.
• Improving efficiency of your permitting program which is included with our citation software at no extra cost.
• Empowering the city to manage your own parking operation with an intuitive and simple yet robust interface. Gone are the days of having to call your vendor to action every change you want to make within the solution. UPsafety puts you back in the driver seat and is easy to learn how to use.

On behalf of my company, I am extremely pleased to submit the following response to the city’s RFP for a parking enforcement, permitting and citation processing system. Please note that we contract Lob to provide our letter/notice mailing services and we contract with Duncan to provide out of state look ups for our customers. We have included our pricing under separate cover per the RFP directive and that pricing will remain valid for a period of 90 days from the submission of this RFP response. I have received all addenda I am authorized to bind and negotiate for the organization and will serve as the direct contact for the administration of a contract for this project.

As per the RFP, I attest to the following:
• We acknowledge that we are obligated by all addenda to this RFP. • This Proposal submitted shall remain valid for ninety (90) days from the submittal deadline. • All information submitted with the Proposal is true and correct.

My contact information is as follows:

Poppy Guloien
Regional Sales Manager - Municipal and Commercial
403-998-7972
[email protected]

Thank you sincerely for your consideration. We look forward to the possibility of building a mutually rewarding partnership with the City of Lynwood.

Respectfully,

Poppy Guloien
T2 Systems, A Verra Mobility Company

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Table of Contents
Executive Summary 4
Qualifications of the Firm 6
Assigned Representatives 9
Work Approach 11
Project Plan 11
Training Methodology 13
UPsafety Product Capability Overview 16
Citation Collection Services 52
Overview of Debt Recovery and Collections 53
T2 Citation Collections Procedures 56
Organizational Structure 57
References 58
Pricing 59
Pricing Page 60
T2 UPsafety Cost Proposal Summary 61

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Executive Summary
We will provide a cutting edge, real-time digital permitting & enforcement platform to the City of Lynwood, including twelve (12) handhelds with Android software for Infraction Validation and Citation Issuance for both parking and code violations, a Site License to our Microsoft Azure cloud-hosted Management Portal for the processing and analysis of Citation, Permit and Integrated App activity, and a fully branded and customized patron portal for self-service violation & permit management, disputes and more.

As more fully described in our technical response, all three systems work together in real-time to ensure that updates in any one facet propagate to the others immediately.

This includes virtual permits being available for sale through the patron portal from the moment they are created by Administrators; that same permit being enforced by Handheld or Vehicle Mounted ALPR from the moment the permit is sold, and for an officer on the street to be guided to chalks generated by an ALPR car, or another officer, minutes before they expire. Real-time integration to all major PayByCell providers, Kiosk Providers and ALPR providers, as well as over 30 other partner integrations come standard.

Notable technical differentiators between our system and other leading products include:
• Mobile ALPR puts the functionality of a full car-mounted ALPR system in the palm of your officer’s hand, allowing the Android device to check payment, scofflaw, permit and overtime status as soon as a license plate comes into view of the camera - no stopping required.
• Our Patron Portal which you can configure to reflect the city's brand and allows each customer full visibility into their parking account, with comprehensive self-service permit management including the ability to add, modify and remove vehicles, recurrently renew permits through a tokenized Credit Card, view the history and disposition of all disputes and outstanding citations, as well as the ability for city Administrators to modify the site for alerts and updates at any time.
• Our analytics suite, dashboard, and fully customizable reporting allow you to report on any metric, at any time. This means you will never have to ask for a custom report again, while facilitating new and deeper insight into your enforcement practices, collection rates, payment channels, officer productivity, citation issuance equitability and more.

Beyond just providing materially upgraded software and hardware, our solution meets the project requirements by providing:
• A scalable solution that accommodates future growth in the city’s technology and data needs. • An automated notification system, which can send out notifications via mail and/or email to remind patrons of hearing date, failed payment attempts and ticket payment. • Nationwide owner lookups, augmented by Duncan Solutions proprietary retrieval services.

They maintain direct integrations to all 51 DMVs and 5 Canadian provinces, in addition to 665

NLETs and an in-house team dedicated to registered owner determination. Their out-of-state hit rates near 90%.
• More efficient communication, coordination, scheduling, allowing unlimited system access to the city’s hearing entity, Police Officers and other entities such as local hospitals, colleges, and other entities who are authorized to issue.
• Excellent customer service from our Citation Processing Team. Our team will operate as an extension of your team and we recognize that our team is a reflection of your organization and we take that honor very seriously.
• Integration to our portfolio of six (6) payment and reservation apps, with a contract-long commitment to integrate to new additions chosen as the city’s needs evolve, with the ability to offer all six in tandem at the city’s discretion. This allows customers the freedom to use multiple apps when traveling between localities, and materially increases app-based payment rates.
• Full integration with vehicle mounted mobile LPR is available if the city would like to implement that technology and use it in combination with our handheld ALPR functionality. T2 is also an authorized reseller of the Genetec license plate recognition solution so when the city is ready to take their enforcement to the next level we are eager to partner.

Beyond software features, we fully understand that implementation, training and support for the life of the project are equally critical. That’s why, if selected, our customizations start with fully understanding what makesCity of Lynwood's parking operation unique. In line with what we discover, our team begins the customization process. This includes:
• Mapping the currently utilized parking ticket to a format that is user friendly to constituents, fast to issue for officers, and fully acceptable by local ordinance; • Customizing the functionality of the application, by mapping street names to GPS locations, customizing your Chalking, Meter Monitoring, and Booting functionality and formalizing your citations escalation path;
• Working with disparate vendors to seamlessly integrate the flow of the data in the way the city prefers.

Once this customization is complete, your dedicated project manager and training team will conduct an in-depth training. Afterwards, you will have direct access to your project manager as well as your own dedicated account manager and our in-house support team, who have been trained on your unique installation, and are available 24/7/365, with a one-hour SLA.

In conclusion, we believe we have a firm grasp of the requirements of this project and understand how our solution can meet and exceed the city’s functional requirements for a best- in-class parking management system that does more for Administrators, Officers, Residents and Visitors.

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Qualifications of the Firm
T2 systems was founded in 1994 with one simple goal: make parking better.

We recognized that emerging technologies were ready to revolutionize parking, making it easier for parkers and parking administration alike. Since then, we’ve been a leader in the parking industry and continue to pave the way with new technologies that help you seamlessly manage parking, mobility, and transportation services.

Today, we provide comprehensive solutions to process transactions and leverage data to help our customers make informed decisions about their operations. Our unified parking management platform puts all the tools you need to be efficient and effective at your fingertips, with one turnkey suite of solutions to manage Permits, Enforcement, PARCS, Pay Stations, Mobile Payments, and more. With a strong track record of delivering projects that generate real return for our customers, and by delivering a quality experience for parking patrons, T2 continues to focus on helping our customers move their operations forward. Our products, process, and people have helped us build a client base several times larger than the next North American parking solutions provider.

And now that T2 has been acquired by Verra mobility, our opportunities for growth, innovation, and providing our customers with unified, multi-faceted solutions have gained even more momentum. Verra Mobility is an established leader in developing and implementing intelligent traffic management products and services. Verra develops and operates a wide range of platform-based solutions. These include red light camera, speed camera, automated license plate recognition (ALPR) and school bus stop arm camera systems, all which use advanced sensor and image capture technologies that enable the active management of state and local motorways. Through T2 Systems, Verra will also offer leading parking management and payment technologies to support additional smart technology objectives.

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Our Customers
We support customers who operate locally, regionally, and nationally – many of whom are parking industry leaders and award-winners. These range from large university campuses and municipalities to smaller destination towns, as well as private operators, healthcare facilities, and more.

Unify Your Parking Operation on One Platform
T2 provides customers with a comprehensive portfolio of integrated parking solutions. Choose the services that meet your current scope and be sure that you can expand your parking program with future-proof solutions simply, with a provider that you trust.

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Permits and Enforcement
Our municipal customers rely on our UPsafety suite of user-friendly administrative and customer-facing permit management software, while enforcement officers in the field trust intuitive handhelds and integrated LPR technology to easily and efficiently find those in violation.

Customers in education and those requiring more complex permit parameters rely on Flex, which allows complete customization of your permitting and enforcement. Flex also powers T2 PARCS operations.

PARCS
The T2 PARCS solution is not a one-size-fits-all access and revenue product. It is a reliable, comprehensive solution created and designed specifically for your operation, and it empowers you with the right software, hardware, and analytics capabilities to effectively manage permit parking access and ensure the accurate capture and reporting of revenue.

Multi-space Pay Stations and Mobile Payments
T2 Luke® Multi-Space Pay Stations are user-friendly and versatile, ideal for both on- and off-street environments. Luke Pay Stations are engineered for long life and can be deployed in any climate. The back end is powered by the highly configurable and data-driven Iris™ software, which puts you in total control of your parking operation. With Iris, you can manage Pay Stations and all integrated systems that support them: enforcement, mobile payments, LPR, accounting solutions, and more.

Analytics
T2 Analytics is our business intelligence platform that supports an enterprise view of parking data allowing our customers to consume, share and use their parking data along with the platform’s analytic models and business intelligence tools to support smart business decisions.

Citation Services
Our Citation Services solution provides full citation and payment processing, as well as delinquent citation collections, by customer service agents who understand parking operations and provide excellent customer service to you and your parkers while increasing the parking operation’s revenue.

T2 Customer Community
The T2 Customer Community is a source for collaboration for our customers to connect, discuss, and share parking best practices with one another. Together, they help define and develop next generation functionality across our solution portfolio. More than 7,500 individual members are active in our online customer community. Within the T2 Customer Community, you can:
• Easily find solutions, ask questions, and collaborate with your parking colleagues • Submit a case to T2’s Support team and track the status 669

• Join groups to discuss solutions, solve problems, and collaborate with peers in your industry or region
• Submit ideas to the T2 Product team or vote for others’ ideas • Stay informed on the latest T2 solution updates
• Earn points for engaging with the Community and redeem them for rewards like T2 swag or a registration to our annual Connect user conference
Assigned Representatives

Poppy Guloien – Territory Manager

Role for City of Lynwood: Point of Contact, Authorized to Bind and Negotiate

Poppy joined T2 Systems in 2020 but she is no stranger to the parking industry having previously worked for Digital Payment Technologies in pay station sales. Her background includes extensive experience in the hospitality and oil and gas industries where she gained extensive experience in account management, project management, customer service and contract negotiation.

Kristina Morris – Project Manager

Role for City of Lynwood: Implementation & Training

With over 14 years of experience working for and with companies of varied markets, Kristina is a versatile manager with a background in software development, technical support, and project
management. She has continuously shown herself to be a team player and is known for using outstanding communication skills to influence internal and external stakeholders. Kristina has an aptitude for assessing and managing complex projects and has proven herself successful in intense and demanding environments.

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Jennifer Watson – Project Manager

Role for City of Lynwood: Implementation & Training

Enthusiastic and goal-driven instructor with 17 years’ experience as a school educator and professional facilitator with diverse communication and instructional skills. Jennifer is well-versed with exceptional interpersonal, organizational, and problem-solving skills with the ability to design and deliver trainings and manage projects with superior results.

Michael S. Rubin – Director of Engineering

Role for City of Lynwood: Software Development

Mike Rubin is a four-year tenured employee with experience managing OWASP compliant, Agile development teams for over eight years. His knowledge of the Microsoft Azure cloud is unparalleled, and he has overseen over 27 successful integrations, thousands of hours of custom software development, and the development of new and innovative features for our solutions. He prides himself and his team on their relentless commitment to refining all aspects of our software.

Drew Hoffmann – Product Owner

Role for the City of Glen Cove: Product Customization

Drew Hoffman, an UPsafety employee for five years and graduate of Drexel University’s Computer Technology program, Drew has managed over 50 successful deployments for our company. Drew is one of UPsafety’s key players committed to ensuring its clients’ needs are exceedingly met. His background in technical support at UPsafety has positioned Drew to responsively address and deliver the right solutions for all our clients’ challenges. Working alongside of the UPsafety development and support teams, he defines our next-level features and product roadmap strategies.
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Rachel Dillon – Lead Product Support Analyst
Role for the City of Lynwood: Ongoing Technical Support Rachel Dillon, employee with UPsafety since 2019, will be leading the product support for the City of Lynwood. She provides in-depth, hands-on support to our clients, helping them to understand the nuances of our product and is always accessible to Town staff for technical support.

Work Approach
Project Plan
Upon RFP award, T2 assigns an UPsafety project team, and dedicated project manager to be the city’s primary point of contact from sign on to deployment. Once your team is assigned, we begin the 5-step go-live process, consisting of:

Phase 1: Pre Contract | Contract Negotiations | Contract Executed Description: Determine all action items which may require contractual inclusion and consideration based on the city’s needs. For example, if the city is planning a Bike Share program, or a special program targeting Curbside delivery management, etc. Mostly what we need to determine in this phase is what is in and out of scope.

Phase 2: Post Contract Information Gathering
Description: Once we have determined the generalized scope, it is time to fill gaps by learning as much about your operation as quickly as we can. While we have tried our best to do this through the RFP process, every parking operation is truly unique, and site visits and meetings with your staff are absolutely critical to ensure we do not miss requirements for a smooth go live. Items such as escalation path nuances for violations, dispute and appeal processes, inter-departmental integrations are all dissected here so we can clarify any and all potential code-level customizations as quickly as possible.

Phase 3: Configuration
Description: Once all code level customizations are completed, the non-code-level configuration process begins including as a small subset of required tasks:

1. Provisioning of a city-specific Azure Cloud Instance; 672

2. Citizen Portal UI;

3. Violation Escalation Path Customization;

4. Boot and Tow Logic Customization;
The goal of this phase is to “polish”, and to collaboratively work with the city to ensure the system meets all requirements established in Phase 2.

Phase 4: Deployment and Training
Description: Deployment consists of two principal phases, final data import and training. The first phase, data import, can be surprisingly complex as data must line up perfectly as of the date of go-live, especially in situations where violations continue to be written within the prior system. So, our preferred process is the following:

1. Any time prior to Deployment: Import full data export from the city

2. Immediately Prior to Training/Go-Live:
• Update online payment link
• Update IVR System number

3. After Training, as of Desired Go-Live Date: the city sends UPsafety most recent delta (summary of changes to master) file for import

4. After Go-Live: UPsafety imports a final delta file for changes that occurred in the interim between the time of the generation of the delta file and its successful import As to training, effective on-site training is so essential that we have opted to devote an entire section to our approach, entitled “Training Methodology” following this section. As a brief summary, it is exhaustive.

Phase 5: Post Deployment
Description: This phase is where we differentiate ourselves. Your staff will request tweaks, modifications and have many questions in the first few weeks. Our 24/7/365 product support with a 1 hour SLA makes this a breeze. Because it’s not about whether or not issues will occur, it’s how you deal with them. We invite you to speak to any of our recent deployments to corroborate how we dealt with this phase in their deployments.

Deployment is integrally dependent on partnering with your staff, because we are not deploying a one- size-fits-all solution. While nearly everything the city will request will be stock and standard within the solution, the way in which you use it will be as unique as your city. With this in mind, we have invested in Monday.com’s software to allow city managers to offer feedback on proposed workflows, UI’s and specifications every step of the way, and in real time.

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Training Methodology
Training and support are critical to our solution. We service too many small clients and have held too many hands, too frequently, to believe otherwise. UPsafety trainers do not train to an hourly standard; we train the trainer, because there is no other way. If there is no product specialist within your organization by the time the system has gone live, we have already failed.

That is why we’ll adapt our training plan with city stakeholders, understanding that full product knowledge and expertise is an end goal, not meeting a standard of hours. With this in mind, our trainings are segmented in to three major categories:

Parking
Enforcement
Officers
• Accessing and navigating CityCite® Mobile
• Using handheld devices to issue different types of citations • Data entry methods
• Printing citations
• Special features to create additional efficiencies

Customer Service
Representatives
• Accessing and navigating CityCite® Cloud
• Citation look-up and processing
• Accepting and recording payments
• Adding permit user information
• Running reports

System
Administrators
• Changing the configuration of the application
• Adding or deleting offenses
• Changing fine amounts
• Editing escalation conditions
• Creating, modifying, or scheduling automated reports
• Special features to create additional efficiencies

For Parking Enforcement Officers, everything starts with the handheld. For this training, we will ensure that hardware has been pre-emptively procured, is fully functional, and that each officer attending is able to utilize the hardware for the training. This will allow each officer to follow along step-by-step as they go through the nuances of the device, including:
• Charging logic; when does the external battery charge the internal? • Printer function and proper operating procedures in inclement weather. 674

• Potential failure points and avoidance. For example, the unit is more likely to break if the printer door is open.
• What does each indicator light mean?
Allowing each officer to follow step-by-step, and creating physical milestones, such as getting the handheld to blank feed paper, ensures that all officers are participating and following along.

Once officers fully understand how to use the equipment, we will review the Data Collection Software.

Special care will be given to ensuring that elements such as iMeter, iChalk®, iPermit® and Scofflaw, and mobile ALPR have pre-loaded data, and that the plates which are loaded into these modules are physically located, in the training hall, allowing users to fully utilize the functionality before they are on the streets. Once again, setting physical milestones such as the issuance of tickets in relation to all four of these modules will create a deeper understanding of the software functionality.

Initial trainings can be fully video recorded and
included within our Online Resource Center. The fully
online Resource Center is accessible directly from the
"UPsafety BrushUP” section of our dashboard.

This is the centerpiece of our ongoing training and
user knowledge expansion. This entirely online
application, which is fully indexed and searchable, is
updated at each release, and contains over 360
pages of information, including a detailed description
and instructions of each and every feature and screen
of both our Android Data Collection Software and our
Management Platform.

That’s why our trainers never read from canned
Microsoft PowerPoint presentations, and instead
utilize both the Hardware and Web Application, in
conjunction with the Resource Center, to ensure users
are actually using the functionality we are training
them on from day one. More information regarding the
Online Resource Center is available within the
“Product Help Desk and Online Resource Center”
description included within our response. UPsafety trainers utilize a mix of classroom and hands-on teaching. Our trainers understand every individual learns differently and will quickly adjust the training session to suit the needs of every individual staff member. Our goal is that every single member of your team completes the training and is confident and comfortable with the solution.

In conjunction with this, UPsafety traditionally does not offer printed user manuals for our software standard; our solution is simply upgraded and improved too frequently for printed manuals to stay up to date. Our user documentation is truly dynamic through the Online Resource Center—meaning it is updated continually based on new features and improvements. The Online Resource Center is accessible and available at any time, 24x7x365 by any user—whether they have access to the mobile handheld to issue citations only or have full Management Platform access. UPsafety is happy, however, 675

to print copies and/or supply PDF copies of the related Online Resource Center sections being covered within trainings as an instructional notebook at the city’s request.

In addition to this training, for quick refreshers, each page of the cloud and mobile software contains help buttons, which will provide a visual overlay walk through:

After training is complete, the UPsafety support team and your dedicated Project Manager will be available 24/7/365 for the life of the contract. UPsafety regularly hosts informational webinars to orient users with new, enhanced functionality released in each new software version, and our Online Resource Center is updated prior to each software release. Additional in person or remote refresher training is available to all UPsafety customers at their request as per the pricing supplied in our response.

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UPsafety Product Capability Overview
What we are proposing to City of Lynwood today is the most advanced Parking Violation and Permit Management Application on the market, supplemented by an architecture built for integration, and a history of innovation in software and hardware. Let’s begin with an overview of our solution’s architecture:

MOBILE ENFORCEMENT PLATFORM: DATA Collection Software
Our UPsafety PE Solution’s mobile enforcement, Android-based data collection software is ready to run immediately on the Android device of your choice. Including all the data fields specified by the city, we have worked hard to ensure the software is intuitive, fast, and most importantly, that officers love using it. This came from painstakingly focusing on details such as:

• Ensuring the software has optimal color patterns
• Ensuring sunlight readability
• Utilizing upload logic to ensure citations can be written with or without cellular service • Dynamically optimizing drop-downs based on usage patterns • Advanced Panic Button and Voice Recording Logic to keep officers safe • Ensuring officers have all the information necessary in real-time to enforce equitably and efficiently

Let’s start with what an officer sees upon login:

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Officer Dashboard

From the moment officers
log in, our application is
focused on their efficiency.

Our officer dashboard
ensures that officers
understand where and when
they are needed most
through Action Items, with
each item linked directly to
the next software action that
needs to be taken to enforce
on those violations.

Furthermore, by collating
their performance, officers
can understand the
ramifications of their own
productivity, and work to
improve on their own
standards.

Next, let’s look at how the officer would issue a citation.

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Issue Tickets Screen
Once again, our focus is on officer productivity and the efficient capture of data. Within this framework, our issuance screen will automatically:

Require Photo Evidence
(Based on the city’s preference)
With the UPsafety Solution’s Mobile Enforcement Platform, officers can take up to 12 photos, and select the most detailed image to be printed directly on the citation. Each photo, when taken, is tagged with an unmodifiable time, date and GPS stamp, increasing the violator’s willingness to accept responsibility for the infraction and remit payment in a timely manner. This can reduce disputes drastically, and eases the burden placed on
organizational staff.

Fill Fields Based on Prior Issuance
Once a license plate number is input, the enforcement platform is already referencing prior data. If a citation has been issued to the vehicle, or the vehicle has a valid permit, all vehicle data will be input automatically. This data is fully modifiable if physical features such as the color of the vehicle have changed.

Inform Officers of Scofflaw and Escalate Fines Automatically When issuing a citation, the platform verifies in real-time whether the plate number in question has had any prior citations or warnings issued by the city as well as citations which are unpaid or overdue. In the event of any scofflaw notification, the handheld will notify the issuing officer of scofflaw status, allowing the officer to decide if the vehicle is eligible for boot/tow, increased fines, or other enforcement actions.

Allow Officers to Request Boot, Tow and Impound Services with Ease
After determining that a vehicle is eligible for boot, tow, or impound – which is automated via the platform’s built-in mobile Scofflaw Notification alerts – officers simply press a button on the ‘Issue Ticket’ screen to solicit the required service from an approved external vendor or internal department. Additional fees may be applied and will be added to the citation fine amount if applicable.

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The Output: UPsafety Citations
Our citations make a noticeable difference for
you and your patrons by providing easy-to-read,
accurate information – every citation, every time.

Violations can be viewed online immediately after
issuance, both by violators through the Patron
Portal and by administrators and Managers
through the Management Portal, including
associated photos, GPS location and all other
violation details.

Mobile ALPR
With pay-by-plate, issuance isn’t always as easy as a visual inspection.

That’s why we were the first to introduce Mobile ALPR.

Our Mobile Automatic License Plate Recognition (ALPR) feature allows users to capture an image of any parked vehicle’s license plate and instantly check if the vehicle is parked over time at a metered or chalked space, has been assigned a valid parking permit, or is in ‘scofflaw’ status. This feature can dramatically reduce the time any officer spends in a given location and is designed to allow for more efficient and cost-effective enforcement practices.
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EXAMPLE OF
UPSAFETY’S MOBILE

ALPR SCREENS

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Mobile ALPR – Auto-Capture
Take Mobile ALPR to the next level with our seamless, stop-less Auto-Capture functionality. This feature automatically recognizes and captures license plate information without the enforcement officer having to stop and snap a photo. By simply pointing the camera at vehicles while walking by, the Auto- Capture functionality will pull in plate numbers and alert the officer if any vehicles are in violation.

Mobile ALPR Auto-Capture Mode

For already congested, narrow streets, or for short term or event-based changes in parking regulation, sometimes officers are more efficient than vehicle mounted ALPR at timing stays.

For those times, our mobile software includes:

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Electronic Tire Chalking
Our UPsafety PE Solution’s electronic chalking feature within the Mobile Enforcement Platform allows officers to easily track the time spent by vehicles in time-limited spaces or zones based on the evidence collection standards required by your organization. An image of the License Plate’s position on the rear of the vehicle, vehicle license plate number, license plate state, location, space/meter number, a selected tire’s valve stem position, GPS location, and the allowed time limit may all be collected in seconds to efficiently time a vehicle’s stay. Features include:
• Valve stem position markings confirm that a vehicle did not move between the first and second chalks
• Duplicate chalk alerts to intelligently determine if a vehicle’s license number was chalked previously that day in any other location or space
• Multiple ways to sort data allows officers more convenience and accuracy in determining violation status on their routes
• Officer access to chalks that have been previously recorded by different officers, and on separate devices
• Real-time Google Maps
® integration allows officers the ability to visibly identify where vehicles were geographically chalked on a map as they walk and perform actions on those chalked vehicles as necessary
• Entirely customizable ‘Required’ and ‘Optional’ data collection field for each chalk, allowing the city to ensure the preferred balance of efficiency and evidence collection are maintained

Mobile Chalk (Valve Stems)

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Meter Parking Session Validation
The Meter Session Validation and Monitoring feature within our Mobile Enforcement Platform integrates with leading Kiosk and Pay-By-Phone applications, allowing parking right payments at kiosks or mobile payment parking zones to be filtered and displayed directly on officers’ mobile devices in real-time. This feature is a critical component for growing organizations, as it allows operations to benefit dually from the newest tech in Kiosk and Pay-By-Phone through the benefits of the technology itself, as well as the improved enforcement outcomes integration can provide.

Features include:
• Automatic refresh of data for the most accurate information • Filter results to view only vehicles that have paid for parking or vehicles with time limits that will expire soon
• Sort vehicles by time limit, space number, plate number, or distance from the officer • Search for a vehicle using a specific space number or plate number • View vehicles parked in a specific location or all locations • Ability to cite vehicles with auto population of relevant citation data • Real-time search during citation issuance process for a specific vehicle or space number

Mobile iMeter Overtime

As a final core feature within our mobile solution, we offer choices for permitting – virtual permits, physical permits, or any mix of the two that best suits the needs of the city. Regardless of the allocation between virtual and physical permitting, both are enforced through our Permit Validation Module.

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Mobile Permit Validation
If the city elects to solely use virtual permits, meaning that permits will be validated by checking the license plate registered to the permit against the license plate on the vehicle being checked for a permit, permits will be checked automatically through ALPR via real-time data exchange between the permit store and the provided handhelds. Permit information will be available to all handhelds from the moment they are purchased online or in-person.

If the city opts to utilize physical permits, this is still fully supported, and they can be validated either through ALPR (if license plates are associated), or, via visual inspection enhanced by barcode scanning if this process is preferred by the city.

Mobile Permit Inspection
We’re almost finished with the overview of the Data Collection Software but should still highlight two salient components of violation issuance:

Vehicle Mounted ALPR and Virtual Ticketing.

Vehicle Mounted ALPR
Genetec, Vigilant and Asura Integrations
Vehicle mounted ALPR companies have always had an efficiency issue in regard to winding, congested streets. The solution without these impediments is simple; when a vehicle picks up a hit, the officer stops and issues a citation. That doesn’t work so well when there isn’t a safe and available on-street parking spot for a continuous mile.

Our solution is simpler: keep the driving officer on his way and utilize staff on the ground closest to the hits generated by the ALPR car to issue citations. Our solution works with our already integrated Permit Validation, Electronic Tire Chalking
and Monitored Meter Parking fields to push infractions to the closest officers in order to keep the ALPR car on its way.
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Currently, our most extensive integrations are with Genetec AutoVu and Vigilant Solutions, allowing all management of the solution to be completed through the UPsafety PE Solution’s Management Portal, with updated permits, handheld chalks and meter data pushed to the cameras in real-time. This creates a much more streamlined process for enforcement when implemented correctly, enabling efficient:
• Permit Management: All permits purchased through your Patron Portal are updated to both the handhelds and ALPR system seconds from issue. As the license plate is scanned, it is checked against a list of valid permits for that area.
• Kiosk/Pay-By-Cell Management: All vehicles that have paid for parking are automatically added to a “white” list and will not be eligible for non-payment ticketing. Citations can still be issued via a handheld device for other infractions; however, the system will notify issuing officers that the vehicle’s license plate has paid.
• Vehicle Chalking: For timed parking zones, all license plates scanned are mapped to their geographic location and loaded in real-time to the Electronic Tire Chalkingmodule of all handheld devices within a specified distance of the car.

As a feature on the horizon, we are working with Asura Technologies to ensure our ALPR engine is entirely hardware agnostic, opening up the possibility of enforcement via body-worn, bike-mounted and fixed-mounted cameras. This creates the opportunity for virtual ticketing wherein the infraction is noted and created autonomously based on an ALPR feed. A letter is then sent same-day to the registered vehicle owner alerting them of the infraction.

Vehicle Mounted ALPR Hits Integration

Please see attached specifications for the XF all-in-one handheld device.

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INTRODUCING THE XF SERIES
• Galaxy Note 20 Device
• Hot swappable
supplemental battery
• Charge both integrated and
supplemental batteries
• Programmable LED
indicator
• Rugged IP65 rated housing
meets MIL-STD 810G
• 6.7 Inch Display with
Corning ® Gorilla ® Glass 5
• 12/64 megapixal camera
• Android ™ 11.0 OS
• GSM/CDMA/HSPA/EVDO/
LT E
• WLAN/Bluetooth ®/GPS
Featuring an integrated 3” thermal printer , an
optional high performance 2D red laser scanner for
licenses and permits, and a 64-megapixel camera, the
XF is ideal for every mobile public safety application.

The XF was built with flexibility in mind. Unlike handheld models of the past, this user interface is completely removable and replaceable, meaning less downtime during repairs. The XF has an impressive battery life and promises an enduring lifespan. As technology evolves, only the Samsung Note 20 will need to be upgraded — not the entire unit.

A 3-year warranty is available for the XF handheld device.

DETAILS

FEATURES
Supplemental
“Hot-Swap
Battery
• Lithium-ion
• -20° - + 60°C
Operating
T emperature
3-inch Direct
Thermal
Printer
• Direct thermal
• -2.8-inch Print
Width
2D Barcode
Scanner

• Honeywell
N6600 Series
• High Visibility
Red Laser
• White LED
Illumination
© 2023 T2 Systems, a Verra Mobility Company. All Rights Reserved. All other trademarks are the property of their respective owners. REV-032123 UPsafety® PE Solution
XF Print and XF Scan

ALL-IN-ONE HARDWARE SOLUTION
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Patron Portal
Our reimagining of the city’s citizen-facing portal was built with two leading objectives: to automate processes and to add true value to the patrons that interact with it. This hosted web application is an essential component of our solution, and functions as the primary patron-facing portion of the full citation management solution we are proposing. This portal is fully customizable by administrators through the Management Portal and communicates relevant payment and dispute data to the Management Portal and Data Collection software in real-time.

From the moment a client logs in, they are greeted by a host of ways to interact with the city more fully.

Expanded functionality includes:

Data Association with User Account
When a patron creates an account, all data associated to their license plates including name and address, as well as permits associated to their email address, are linked to their account. This greatly reduces the burden on city administrators when citizens call, email or inquire in-person with questions such as:
• Is my permit still valid?
• Does my permit validate me for this zone?
• When does my permit renew?
• Are all of my citations resolved?
• How many citations do I have outstanding?
• Can I change the registered vehicle on my residential permit? 688

This collation of all user associated data creates true transparency for city patrons, and allows them the information they need to make informed decisions. Decisions like the avoidance of future citations if they cannot pay the ones outstanding; the prompt renewal of permits because they fully understand the dates, as well as gaining an understanding of the rights a specific permit actually confers.

In addition, association to an account allows for quick and easy processing for patrons, as we are able to tokenize their payment media details for use in future transactions.

Patron Management
Citizen Permit Purchase, Renewal and Event Management
As part of the customization process after a potential contract award, we will fully implement the business logic required by each of the city’s standard permits and post each for application and/or purchase on the Patron Portal. Once designed, each permit variety is fully customizable by managers at any time through the Management Portal, with any and all permit modifications, new permits, or business rule modifications communicated and updated to the Patron Portal in real-time. This means permits can be applied for, viewed or purchased by patrons in tandem with their listing or modification.

When a patron purchases or renews a permit, their information is immediately communicated to handheld devices and ALPR vehicles to ensure enforcement is accurate. Our permit module’s real-time link to the Patron Portal and powerful permit-creation logic also allows our solution to act as an efficient Event Management Tool.

Simply modify, or have our support team modify, the Patron Portal to show that parade parking passes are on sale, and create a 1-day, zone specific permit in the system. More on the creation of these permit types, and how the Patron Portal can be modified will be highlighted when the Management Portal is explored more fully.

Screenshots of this customer facing permitting solution can be seen below:
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Online Permit Sale, Figure 1: Basic, Non-Zoned Permits

Online Permit Sale, Figure 2: Zone Specific Permits

Online Permit Sale, Figure 3: Permit Date Pre-Purchase
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Dispute of Citations
Our Advanced Disputes module interacts in real-time with the Management Portal to allow citizens to dispute violations. These disputes are associated to citations, as well as user accounts, and can be viewed, managed and adjudicated through the Management Portal by permissioned administrators.

Many cities prefer not to utilize this module, as it can increase the incidence of disputes, however, we believe with smart utilization, online disputes can be extremely effective at reducing the burden on administrative staff. Disputes made online automatically email specific individuals or mailing lists to inform of a dispute received to adjudicate. A maximum number of days can be set of which to allow a patron to dispute a citation (which may also be overridden by a back office user with permissions).

The specific fields of data collected, an electronic signature, and offering multiple hearing entities or court options are all customizable within the solution.

We are happy to work with the city to further refine this process to meet the needs of administrative staff. Later in this narrative we will address the Advanced Appeals process, from the perspective of an administrator handling them within the Management Platform, should a patron file a dispute.

Payment of Citations
Our solution fully accommodates the online and in person payment of issued citations, as well as:

1. In-person partial payments and payment plans

2. Full refunds (refunds made for online or IVR payments are automated and real-time to the card used)

3. The payment of skeletal citations, which are citations not yet entered into the system 691

UPsafety Violation And Permit Management Platform
The Management Portal is hosted remotely on the Azure cloud, allowing you to access your operations anywhere and anytime. All that’s needed is a web browser. The core of this solution is the ability to process violations, which means the storage and modification of any and all records in the database, with permissions specific to each and every user.

Citations are easily searchable via a number of criteria, and administrators have editing capability to correct any errors on citations within the database. Cloud users are able to perform violation processing, adjudication, send notifications, export data to collections and more. All citation processing actions such as payments, appeals/dismissals, modifications, etc. are available to be performed on a single citation, or, can be efficiently performed on groups of citations, such as those issued to the same vehicle owner, license plate, fleet, or those which contain any other linking identifier. Due the scalability of the Cloud, our solution can easily accommodate the data volumes and server loads commensurate with processing. With this in mind, let’s take a deeper look at each piece of functionality the city is requesting.

Dashboard Analytics
Upon logging in to the
Management Portal, users are
greeted by a host of visual
analytics and action items to
help keep their fingers on the
pulse of enforcement activities.

The dashboard allows for
visualization of key metrics to
identify actionable insights,
allowing the city to:
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• Increase revenue and compliance
• Track officer productivity and safety
• View key operations metrics in real-time
Each tile is permission-based and can be enabled or disabled in accordance with unique user roles.

Customizations to each tile are saved to each individual team member’s login, allowing the user to customize the analytics they are shown to best reflect their own responsibilities within the organization.

All reports can be further refined by simply clicking on the UI component you’re interested in. For example, if we click the “Dismissed” segment of the “Tickets by Status”, it will show only analytics related to dismissed tickets. From this, we could see that dismissals were well segmented by geographical location, giving one indication that violations are not being issued unfairly in any one particular area:

Moving on to the processing of citations, let’s begin by looking at the most essential elements of a solution required by the city.

Processing of Citations
After selecting the “Tickets” option from the navigation bar, administrators and other users are given the option to process tickets, enter paper tickets for citations which have already been issued, issue a new citation, generate and print notices, manage the scofflaw status of vehicles, listen to audio evidence collected by officers, or generate reports based on ticketing. Which of these sections a particular user can view, and how much of each section they can view, is entirely customizable and fully permission- based.

Now, as it relates to violation
processing, let’s say an
administrator is receiving
payment for a citation over
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the phone. The easiest way of finding the record, after asking for the customer’s name, might be to type it in to the search bar even before collecting other information such as license plate number. Note that all tied records are associated.

Once the administrator has read the license plate to the customer and it is validated, pressing go takes the administrator to the heart of our solution: the process citations page, with the violations in question both pre-populated on the screen.

The administrator can now receive payment, dismiss, or print the selected violation(s), modify the violation(s) (based on permissions), or, manage which fields of the grid they would prefer to see, as shown below:

In the proposed scenario, where an administrator is taking payment for a violation, they have the option to select the means of payment, the amount of the payment, the date of the payment, and various payment specific fields, as seen below.
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For example, in the case of a check, the check number is recorded. In the case of an in-person payment, if the customer elects to use our POS processing, it will prompt the user both on the terminal and on the platform.

For a phone payment accepted by an administrator, the same secure pop up that is provided on our Patron Portal will display, with a receipt emailed immediately to the patron, or printed in any format chosen:

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The Process Tickets page also serves as a means for processing disputes and adjudication. By clicking on a ticket in the grid, you are taken to the ‘Ticket Detail’ page, on which permissioned users can edit ticket details, view images, attachments, append notes, reset late fees when warranted, view audit logs and print ticket details. An example of a record in our system, as it would be viewed by your staff, is provided below:

Management of Disputes, Hearings and Adjudication Requests As previously mentioned, appeals may be filed in the manner that your policies allow: verbally, via letter, email, or online through the Patron Portal. When a dispute is made online, patrons can enter their contact information as well as upload secure attachments such as photos or documents. From there, our Management Portal contains features which allow the efficient:

Management of Hearings
• Create and manage Hearing Entities (Courts, Boards, Individuals) • Customize and automate your hearing process flow
• Optionally add hearing fees
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Scheduling of Hearings
• Setup recurring or single occurrence hearing dates/times • ‘Scheduling Hearings’ automation options include:
• Allowing the Management Portal to automatically assign a hearing when a citation is issued • Allowing the Management Portal to automatically schedule hearings when a dispute is filed • Allowing the Management Portal to automatically assign a hearing once a predetermined amount of time has passed after citation issuance
• Allow Hearing Entities to manually schedule hearings
• Automatically generate and mail notices for scheduled hearings Adjudication of Hearing Outcomes
• View and manage schedules for each Hearing Entity
• Adjudicate hearing outcomes, instantly updating citation status • Automatically generate and mail notices for adjudication outcomes 697

Comprehensive Reporting
Our UPsafety® PE Solution allows for fully customizable, online report generation through the Management Portal, as well as the scheduling and recurrent distribution of these reports to city stakeholders. The reporting tool is incredibly robust, and is capable of reporting on, filtering, totaling, and/or grouping ANY field of data entered into or collected by the solution. All reports are delivered in MS Excel XLSX format and can be configured and printed easily by the end-user.

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As part of the set-up process, and as an ongoing function of our support department, we will fully customize these reports to meet the city’s needs. Once users are accustomed to it, however, being able to effectively access any piece of data in the system at any time, on any platform is incredibly powerful. We have often had situations such as an enforcement director calling us to inquire as to whether it was possible to report on abandon citation rates through custom development; little did he know it required no customization. Just a few checked boxes.

The customization options afforded through this system also make this portion of our application an effective financial management application, as customized reports on activity can be mailed to applicable personnel at any time, in as granular or collated a format as is preferred. There is no more widely used application, with more in-depth user knowledge than Microsoft Excel, which is why we consciously chose not to reinvent the wheel for our most detailed reports. In regard to audit capabilities, each citation within an excel report is uniquely tied to a record on the Management Portal (Cloud). This Cloud record contains a comprehensive audit log containing the complete history of all actions taken on a citation, displaying when, by whom, and in what way a citation was modified:

These audit logs may also be downloaded quickly and easily into Microsoft Excel for efficient filtering as warranted or needed.

Device Insights
Device Insights is a feature on the Management Portal that provides approved users a GIS-style overlay with the real-time location of all handhelds currently in use by the city’s staff on a data-rich map.

Managers can see the entirety of their device fleet, as well as their staff’s routes over a given time period, allowing city staff the analytics needed to determine the most efficient enforcement practices for the organization, while ensuring officer safety and productivity. In addition, more advanced layers offer the insight needed to answer hard questions, such as:
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• Are we over or under-enforcing certain areas?
• Are officers taking breaks or “going easy” on certain locations? • Are there areas we are missing that are causing parking turn-over to lag? This feature is composed of three major layers:

The Real-Time Layer
This layer allows authorized users to view the location of officers and devices in real-time, the last citations issued by officers, citations issued that day and distance traveled:

Future functionality, in upcoming releases will include full intra-officer messaging, as well as the ability for a dispatcher or approved administrator to communicate with officers, via voice, video or text, in real- time. This will greatly aid in effective incident management and dispatch, as well as providing a valuable resource if an officer is in danger or needs to urgently report an event.

The Routes Layer
This layer takes this functionality even further by providing authorized users the ability to visualize the paths of all devices, as well as their time in particular locations, directions of travel, or, the number of times they passed a particular location in a day.

The Analysis Layer
This layer dives even deeper into the city’s historical metrics, allowing managers and permissioned staff to make better informed decisions on policy and enforcement practices. 700

Available standard reports include:
• Enforcement Area Heat Map: This mapping is constructed based on the number of times a given area is visited by an officer throughout a given day or date range. Identifies areas too frequently visited by enforcement, or conversely, areas that may require additional enforcement attention. Specifies the percentage of times an area is visited versus all areas visited throughout the given day or date range.
• Enforcement Time Heat Map: This map is based on the duration of officer time spent within an area. Provides insight into possible efficiency measures. Specifies total enforcement time for a given day or date range as well as an analysis of the percentage of time (and actual time) spent by officers within each area.
• Stop Gap Plot: This report plots specific locations where an officer stopped at over a specified duration (15 min, 30 min, 45 min, 1 hr, 2 hr, 3 hr). These points may indicate unusual occurrences of stationary activity and allows management to follow up on these occurrences as necessary to ensure officer safety and productivity. Identifies total number of stops and total duration of time stopped. Also identifies each stop by which officer and for what duration of time. • Citation Volume Heat Map: This heat map is based on issued citation monetary amounts.

Allows for insight into specific areas where citation monetary amounts may be high or low.

Identifies total monetary issued amount for that particular day or date range as well as a percentage of total monetary amount (and actual monetary amount) within each area. • Citation Count Heat Map: This heat map based on the count of issued citations. Allows for insight into specific areas where issued citation count may be high or low. Identifies total count of citations for that particular day or date range as well as a percentage (and count) of issued citations within each area.
• Citation Plot: This map plots specific locations of citation issuance. These points show the exact location of issuance which has advantages over a Heat Map visualization when the data is sparse.

Our geographic analysis suite is always evolving, and we look forward to the opportunity of partnering with the city to help design analysis functions which make managers, officers and administrators jobs easier, safer, and more efficient.

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Automated Noticing
Our UPsafety® PE Solution fully supports the generation of customized PDF’s to serve as notice letters to violators, based on any business rules specified. Once daily, eligible “actions” are flagged, and notices are generated which map to the actions. An “action” could be:

1. An item being unpaid for a certain amount of time

2. A ticket that has a boot or tow related service

3. A rep scheduling a court hearing
Our solution has a number of stock templates, as well the ability to edit notice verbiage. An example of a stock template is included below.

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Fleet Management
Our UPsafety Solution provides for comprehensive management of active fleets through both the customer-facing portal for self-service permits and ticket management by owners, as well as through the Management Portal for city Administrators.

Developed in partnership with the Allentown Parking Authority, this solution was built to take the hassle out of administering complex programs. Through the Patron Portal, Fleet Owners are able to:
• Apply for a fleet account & manage the vehicles within their fleets.

• Apply for, purchase and renew permits for both single vehicles and batches of vehicles. Permit terms and conditions can be attached and viewed through the website, in any format chosen. • Set permit and collated violation invoices to automatically charge to a tokenized credit card or bank account.

• Ensure compliance through the ability to view and pay violations for both single vehicles and entire fleets. Fleets can also opt to recurrently pay tickets as part of their monthly invoice. • View full billing history for fleet invoices including charge method, amount and date. 703

These features can make fleet owners far more likely to cooperate in relevant programs and will save current fleet owners time and money in administration.

The back end makes this process just as easy to administer for city staff, allowing city Administrators all of the same functionality, with the addition of a bird’s eye view of all registered fleets.

Integration to National Fleet Providers
We hold daily delta integrations to both Enterprise Holdings and Verra Mobility (previously All Traffic Solutions), which allows us to associate, collate, and submit all violations issued to these vehicles to the fleet companies directly for prompt payment. This (1) saves the city money in determining the true owner of these vehicles, (2) saves cost in sending singular invoices for each violation, and (3) will allow the city the baseline lists necessary to establish even more effective fleet programs moving forward.

For a recent installation with the New Haven Parking Authority we were required to administer a somewhat complex fleet program, which led to a need to integrate to Enterprise Holdings (“EHI”) and Verra Mobility (formerly ATS).

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Instead of building a one-off integration, we decided to build an integration which covers our entire client base, and queries new violations daily for participation in fleet programs. If a match is found, the correct responsible party information is automatically provided, and associated with the ticket nightly.

Entry of Handwritten Citations
Our solution fully supports the entry of Paper Citations. In addition to this basic database functionality, real- time checks are run against parking session data at the time the citation was issued. This reduces the burden on administrative staff to have to reference disparate systems when a patron disputes the validity of the citation. Additionally, we ensure data integrity checks are run on each citation, to thwart potential entry errors. The format and structure of this page is an exact copy of the data entry process and requirements for a mobile officer issuing an electronic citation to ensure data validity and accuracy.

Permit Creation, Modification & Validation
Our back end permitting management feature is fully featured, and allows authorized administrators and managers to:

1. Manage Permit Zones

2. Change payment requirements including
• Partial Payments Allowed (Y/N)
• Payment Media (Card/Cash/Check) Accepted

3. Manage Permit Store Look/Feel

4. Manage Permit Types

5. Manage Permitted Individuals

6. View, Approve & Deny Permit Requests, including the viewing of supporting documents.

7. Manage Permit Waitlists

8. Use the solution as a Point of Sale for In Person Permit Purchases

9. Manage lists of Pre-Approved Permit Users

10. Run Comprehensive Permit Reports
This powerful functionality will allow the city to effectively manage, and instantly post for sale on the Citizen Portal, a huge variety of permits, including for Contractors, Motorcycles, and Residential and Temporary parkers. While all permits created follow the same basic logic; zone, duration and other permit data are posted to the cloud and communicated to the handheld enforcement devices in real- time at purchase and approval.

UPsafety iPermit
® contains waiting list functionality that can be enabled per permit type with options for maximum allowed waitlist patrons. The waitlist functionality automatically notifies patrons by email once a permit becomes available, giving the patron a customizable period of days (based on the city’s request) to complete their registration via email link. Patrons are automatically notified a customizable period of days before any permit type expires with a customizable email set by the city. 705

Regardless of the workflows required by the city, we are confident our permitting solution will meet, and far exceed your needs.

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Nationwide DMV Lookups | NLETS | Duncan Solutions
While we believe our ticketing and management software to be a few steps ahead of Duncan’s, we do not have an entire division dedicated to Registered Owner (“RO”) retrieval. So, we pony up and pay for what we believe to be the best data available in this regard.

Please see Duncan’s qualifications as a subcontractor for retrieval of out-of-state RO information.

Respondent Qualifications and Experience
RFO No. 2019-08-1306–Respondent Qualifications and Experience Respondent Name: Law Enforcement Systems, LLC., A Duncan Solutions, Inc. Company Physical Address: 633 W. Wisconsin Ave., Suite 1600, Milwaukee, WI 53203 Mailing Address: 633 W. Wisconsin Ave., Suite 1600, Milwaukee, WI 53203 Phone Number: 414-379-7918
Fax Number: 414-847-3775
Email Address: [email protected]
Legal Status: Limited Liability Company
Contact Person: Mike Carneiro - Director, DMV Relationship & Data Management Years in Business and
Scope of Operation:

Over 30 years
Duncan Solutions provides services to government agencies nationwide; including DMV registered owner acquisition, payment processing, toll operations, violation processing, collection services, back office systems, and support services. Law Enforcement Systems, LLC, a Duncan Solutions Company, currently works with more than 600 entities nationwide and counts among its clients, the cities of: Norwalk, Milwaukee, Pittsburgh, Atlanta, New York, Alexandria, San Diego, Sacramento, and Detroit.

Documentation of Company Qualifications and Experience
Law Enforcement Systems, LLC, a Duncan Solutions company (Duncan), is without peer in the acquisition of DMV registered owner (RO) data, which is essential to generating peak revenue from violation processing and collections activities.

We have demonstrated capabilities in obtaining RO data from all 51 DMVs and Canadian provinces (where authorized by law), through direct DMV relationships, as well as through third-party relationships including our strategic partnership with the National Law Enforcement Telecommunications System (Nlets).
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Duncan has developed proprietary interfaces and relationships with state DMVs to identify, pursue and maximize revenue owed by violators for our qualified public sector clients. We have a team of subject matter experts who analyze data and are familiar with DMV nuances related to plate length, type, and schema for each state. As a result - nationally, our DMV hit rate approaches an industry-besting 90 percent.

Maintenance, Updates, and Support
Hardware Maintenance
Comprehensive hardware updates and support are provided as a fully included portion of your subscription. As a first line of support, any and all hardware issues will be addressed by the same dedicated support staff that handles support for the software, 24/7/365, with hardware issues held to the same one-hour response time SLA as our software.

If, after support, an issue is confirmed, we will initiate:

1. The immediate shipment of a no-cost Loaner device to replace the affected device

2. A call tag for the affected device for shipment to our offices for repair

3. Shipping for the repaired device back to your offices

4. A call tag for the Loaner device
Software updates for the Android Mobile Enforcement app present on the devices are pushed out as needed.

Software Maintenance
When you sign on with us, you aren’t just paying to license the same static piece of software year-over- year. You’re paying for us to provide the infrastructure expertise, software engineering, consulting and support necessary to keep you at the cutting edge of technology for the entire term of your contract. Our solution is constantly growing, and as a subscriber, you get everything you’re contracted for in addition to everything new our engineering team produces, at no additional cost. In 2019 alone, we have released features such as advanced citation disputes, a fully redesigned user interface, and much, much more. We invite you to talk to any of our long-standing references about the growth of our product over their term with us.

Our UPsafety
® PE Solution’s Back Office (Management Portal) is a true cloud-based application and is not operating system or server specific. As the Microsoft cloud functionality improves, we continually look for ways to further utilize newly provided tools to improve our solution.

Product Enhancements
Periodic updates and enhancements are a standard feature of your subscription. Minor updates/upgrades are rolled out periodically as they are completed, and major upgrades are released 709

in a new software version every few months. Continuous refinement of our software is an important aspect of our business model; we strongly encourage suggestions for enhancement/refinement of our software from all clients. Any software-related requests made by clients are placed in our development queue and are completed/released according to the frequency and overall benefit of the request.

UPsafety® PE Solution Software Architecture and Security Our software is built with all users in mind, entirely developed, maintained, and improved by a dedicated in-house team. That means that we don’t have contractors plugging away at requirements tables; we have product owners who are building an experience.

This means that using our software is seamless:
• All pages load within 3 seconds or less.
• Tasks that take longer than 3 seconds, such as very large reports, will either run in the background, or can be emailed.
• Each page retains state, so you don’t need to go back and re-specify a filter. • All pages scale to fit any size screen.
• The latest version of all major web browsers are supported.

In addition, both our Data Collection and Management Portal applications are entirely ADA compliant.

This includes providing alternate text where applicable, clear labels indicating expected user input, and full support of keyboard navigation throughout the UI. The handheld software allows officers options for visual, vibration, and/or audio indicators whilst using the device.

Our trainers have successfully trained officers with visual impairments, illiteracy, and various other disabilities. Our trainers understand how to address the needs of each trainee to ensure success.

Comprehensive Security
Our Violation Management Platform is hosted through the Microsoft Azure Government Cloud, the most secure and well certified Cloud in the marketplace, including FedRAMP, NIST 800.171 (DIB), ITAR, IRS 1075, DoD L4, and CJIS standards.

In addition to this physical security, our software is fully OWASP compliant by design. This includes the utilization of security standards such as:
• SHA256 bit data encryption for both data at rest and in transit • Comprehensive, entirely customizable user permissions; over 286 permissions are grantable/revocable by users
• Requiring strong passwords containing at least 10 characters, and a minimum of:
• One uppercase character (A-Z)
• One lowercase character (A-Z)
• At least one digit (0-9)
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• At least one special character
• All login attempts fully documented by user, date and time, IP address, and actions • Vulnerability scans performed weekly and at each major release • Locking after a user has been idle for more than a set time As stated before, our payment solution is PCI DSS, Level 1 certified. T2 Systems also undergoes annual SOC2 Type II audits by an independent certified auditor to ensure our data security policies are strictly adhered to.

Scalability
Our system is structured using a best practices Multi-Tenant Microservices Architecture, utilizing Azure worker and web roles to ensure that each process is self-contained, meaning that issues in one process have a negligible impact on any and all others. Furthermore, using Azure allows us to dynamically scale the computing resources needed for any process. So, if your administrators are all running reports at once, or your citation counts double, the resources allocated to your cloud will increase commensurately in real-time. Finally, being fully geo-redundant means that if one service were to go down from the main instance, there is always a backup process running to pick up the slack. Full diagrams are proprietary but can be provided upon request. In conclusion, our architecture is extremely scalable; it is just a matter of paying Microsoft more for its servers to do the work! We fully bear this risk in pricing.

Disaster Mitigation and Recovery | 24/7 Up Time with 99.9% SLA T2 Systems maintains a comprehensive Disaster Mitigation and Recovery Plan. As a first line of defense, each customer database is backed up in real-time and in triplicate within each datacenter. In the event of a failure, which has never occurred, databases can be rolled back to any time in the prior 35 days.

As a second line of defense, the hosted Azure instance where your application and data are stored is entirely geo-redundant. This means that all service architecture and databases are hosted in an entirely different physical location, strategically placed so that world events and weather will not affect both at the same time. In this secondary instance, once more, all databases are backed in triplicate.

If the first instance ever does go down, all systems will automatically fail over in real-time to the secondary instance as the first recovers. This allows us to maintain a 99.9% Service Level Agreement (SLA), which we have never breached, as well as maintain 100% data integrity. This means we have never lost a single record.

Each facility is designed to run 24/7 and employs various measures to help protect operations from power failure, physical intrusion, and network outages. These data centers comply with industry standards for physical security and reliability and they are managed, monitored, and administered by Microsoft operations personnel. They are designed for “lights out” operation.

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Each datacenter facility has a minimum of two sources of electrical power, including a power generation capability for extended off-grid operation. Environmental controls are self-contained and remain operational if the facility and contained systems remain online. Physical security controls are designed to “fail closed” during power outages or other environmental incidents. In case of fire or situations that could threaten life safety, the facilities are designed to allow egress without remaining exposed.

In the event of a partial third-party feature outage affecting all customers, our support team notifies customers via the News posts seen upon login to the Management Portal. In the event of partial third- party feature outage affecting a single or a few customers, Support notifies the affected customers via email and or phone depending on the severity. In the rare event of a full cloud outage, Support would contact all customers via email. We will make announcements of any planned outages and upgrades a minimal of 2 weeks in advance.

Data Ownership
With our solution, clients always maintain full ownership of their data. At any time, with no assistance from our staff, any and all data within the system could be exported by validated users through our reporting module. This level of control of your data is unprecedented in the industry.

Data Import and Export Capabilities | Collections Support Data imports from legacy, or replaced systems are, unfortunately, still a manual process, as cleaning data from one vendor can be an altogether different effort than cleaning data from another. Our standard procedure is to use a .XLSX file as a medium. Once provided, the file is cleaned, validated for correctness using algorithms and then imported by our development team.

Data imports for integrations can either be accomplished by utilizing our existing Application Program Interfaces (APIs) to receive data in real-time, or, for processes that do not require data in real-time.

Data exports are automated, and can be completed using three methods:
• First, the advanced reporting tool is incredibly robust, and is capable of reporting on, filtering by, totaling, and/or grouping ANY field of data entered or collected by the solution. All reports are delivered in MS Excel format. Any batch export required can be constructed in this way, delivering all records, with the required data fields associated to any email address requested. • Second, customizable data exports are available to extract data or interface to other solutions via a character delimited format file export (CSV). Data exports can be scheduled to automatically run during timeframes of the city’s choosing, generally overnight between the hours of 12:00AM and 4:00AM EST.
• Finally, T2 Systems also offers multiple APIs that utilize open architecture standards to feed data to systems in real-time.

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Data Retention/ Data Purging
T2 Systems offers an optional automated daily purge of tickets issued more than (x) days ago. This task can be customized to only purge closed tickets or both open and closed tickets. As to our data retention policy, data can be retained to your standards.

Citation Collection Services
T2 Systems is excited to present City of Lynwood with T2 Citation Collection Services. We are proud to serve as the professional face of your organization, and our team of collections professionals is committed to the highest level of customer service and to growing your citation revenue.

As a licensed collection agency and a full parking citation processing center, T2 Citation Collection Services recognizes 42% of annual gross revenue from parking fine and fee accounts. Customers have trusted T2 Citation Collection Services to provide exceptional parking solutions and customer service for 15 years. Since our first municipal customer in 2007, we now service 70 parking operations, including 20 municipalities across the United States.

We understand that your rules and processes regarding citations are your own. That’s why T2 Citation Collection Services offers you the ability to tailor the level of our services to fit your organization’s unique needs and with no upfront costs. From letter services to collecting delinquent citations - you decide what’s necessary and we deliver a turnkey solution that works for you.

T2’s ability to provide excellent software and collection services has allowed our parking customers to achieve the perfect balance of collecting on delinquent citations and fee invoices while maintaining high revenue expectations. Many of our customers see collection rates that are double the industry standard.

Why T2 is the Right Choice for City of Lynwood
There are several reasons why T2 is the best partner for you on this project. T2 Citation Collection Services is selective in choosing which RFPs to respond to in order to make sure we are a good match with the buyer. We believe T2 Citation Collection Services would be an excellent choice to partner with the City of Lynwood. These reasons are core strengths of our team, which differentiate us from the competition and enable us to deliver the most value for the City of Lynwood:

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Transform bad debt into positive cash flow.
• Since 2007, Citation Collection Services has recovered over $16M in delinquent parking debt throughout the country.
• The industry benchmark for bad debt collections is 24%; with T2’s Citation Collection Services, customers realize an average collection rate of 60%.

Protect your reputation with professional customer service. • Experienced Agents: Our customer service agents understand the parking industry and provide excellent customer service to you and your parkers
• Our Approach: Non-confrontational, professional approach that reflects positively on your organization
• Proven Process: Systematic, consistent, efficient processes allow for a collection rate significantly higher than the industry average
• Trained Staff: Friendly but firm collectors protect your reputation by striking a balance between collection rate and customer service
View collection activities with the T2 Collection Services Client Portal. • Upload new business and payment files, allowing Citation Services to begin collection activity on new accounts
• View-only access into collections account including dialer activity, payment history, and notes • Access to invoices and month-end reports, including collection rate, posted payments, and new business
Overview of Debt Recovery and Collections
Citation Collection Services - Delinquent Collections
• Third-party, FDCPA (Fair Debt Collection Practices Act) outbound/inbound collection call center services
• FDCPA compliant letter services including storage of the original letter in the collection software • Skip Tracing
• Dialer System
• Collection debt payment website; increased revenue and improved audit trail • State licensed
• Member of ACA (Association of Credit & Collections Professionals) 714

• A systematic approach to parking citation and fee invoice collections All work is performed from T2’s headquarters, in Indianapolis, Indiana. T2 currently employs all our own collection department staff and is accountable for employee background inquiries, training, and customer service skills of every collection staff member.

Privacy of Debtors (FDCPA, DPPA and FERPA)
T2 Citation Collection Services follows all applicable state and federal laws that govern collection agencies and collection practices. During the transition period for new clients, T2 Citation Collection Services will work to discover any additional laws pertaining to each client. We are hands-on, informed and aware of the importance of privacy surrounding good debt collection practices in our industry. We follow the highest rules and regulations for privacy with many federal regulations that are required of a certified collection agency.

The Fair Debt Collection Practices Act (FDCPA), which is a consumer protection amendment, establishing legal protection from abusive debt collection practices, to the Consumer Credit Protection Act. The statute's stated purposes are to eliminate abusive practices in the collection of consumer debts and promote fair debt collection.

DPPA, in general, we will not knowingly disclose or make available to any person or entity personal information about any individual where information obtained by a state department of motor vehicle records.

The Family Educational Rights and Privacy Act (FERPA) is followed to protect the privacy of student education records.

Soft Collection Techniques
Once we have made contact with the debtor, we first follow the Fair Debt Collection Practices Act, including when we can and can't call a debtor. We make sure they understand the status of the account and the payment amount due.

Keep in mind with a ‘gentler’ approach, it should be considered that a debt may take longer to collect and with the investment on the side of T2, we recommend the account be in process for collections for a period not less than one year.

We understand that everything we do represents City of Lynwood: how we talk, collect money, send out collection notices and handle tough situations. Our experienced staff can be described as friendly, but firm, customer service oriented, descriptive, and informative.

Parking Collection Notices
T2 Citation Collection Services takes on the responsibility of sending correspondence to customers, thus providing the City the ability to focus on other important items. T2 Citation Collection Services is responsible for generating, printing and mailing delinquent parking collection notices. This includes postage.

715

Notices are generated for the City on a daily basis. A PDF copy will be made available to the City to reprint and provide to the pubic if needed. This is not a ‘recreation’ copy of the notice, but the actual PDF sent to the public as mailed.

Skip-Tracing
We use a variety of skip tracing databases to locate debtors’ current addresses and phone numbers; accurate information improves our ability to contact debtors and increases your collection rates. Any effort to pursue delinquent parking ticket debt is contingent upon identifying the owner of the ticketed vehicle. Through an interface in the Collection Software System we can determine the most up-to-date current address and telephone information for responsible parties.

Dialer System
T2 Citation Collection Services generates over 11,000 collection calls per month. We have the ability to dial up to 300 phone numbers in an hour, which in turn increases the dollars collected for the City.

Additionally, it allows us to control the pace of the outbound calling, monitor results and record phone calls for compliance.

Collection Debt Payment Website
Delinquent parkers have the ability to pay online via credit card (Visa, MasterCard, American Express) through T2 Citation Collection Services’ secure customer website.

Collection Software System & Technology
T2 Systems Citation Collection Services utilizes the Windows operating system to provide collectors with secure and reliable computer capabilities. Citation Collection Services uses the Beyond Accounts Receivable Management (ARM) Software by DAKCS. DAKCS maintains a disaster recovery plan over its production systems to manage recovery efforts in the event of several identified possible failure scenarios. The plan is reviewed and tested through the annual backup restore test. Beyond is a fully integrated system that allows users to perform a variety of functions in order to efficiently manage the collection management needs. The collections software gives the ability to perform predictive dialing and allow for e-payment methods.

We provide two different option to allow for the import of data to Citation Collection Services. The first option is to upload a file of delinquent accounts directly to Citation Collection Services via the client portal. The second option would be to provide the file of accounts using a secure file transfer (SFTP) client. While Citation Collection Services does not have direct experience with AutoProcess, we do integrate seamlessly with other parking management software providers.

The receipt of all account referred to the contractor, monthly report detailing all collection payments received, monthly deposit report, monthly payment reversal report and associated fee invoice for services are a few examples of the reports that Citation Collection Services provides monthly.

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T2 Citation Collections Procedures
As a licensed collection agency, T2 Citation Collection Services offers Third party, FDCPA (Fair Debt Collection Practices Act) compliant letter services and outbound/inbound call center services. Citation Services works with clients to establish best practices, escalation points, and expectations to fit specific needs. We work with customers to establish the criteria for sending citations to third party collections to begin the collection process.

T2 Citation Collection Services performs outbound collection calls following all state and federal laws.

Citation Services’ experienced agents provide excellent customer service to clients and parkers. The team takes a non-confrontational, professional approach that reflects positively on a customer’s organization. T2 Citation Collection Services’ systematic, consistent, and efficient processes allow for a collection rate significantly higher than industry average.

T2 Citation Collection Services provides skip tracing with access to several skip tracing databases, allowing agents to receive the most current address and telephone information for responsible parties.

The personal information is “scrubbed” and
updated to maximize the ability of collection
efforts. T2 Citation Collection Services has
access to real-time bankruptcy information to
ensure no FDCPA violations are committed
when pursuing an individual who has
petitioned for bankruptcy. T2 Citation
Collection Services has the ability to obtain
social security numbers and securely store
sensitive information. T2 Citation Collection
Services participates in several state debt
tax set off programs across the United States
and can submit claims on a customer’s
behalf.

The day an account is transferred to collections, a collection letter is sent to the responsible party to notify them of the transfer giving them 30 days to respond. After the 30 days passes, the account goes into the active calling pool of all active collections. We believe the first 90 days is critical to obtain a high collection rate. All accounts assigned will run through the following 90-day cycle.

T2 Citation Collection Services is confident in our ability to work accounts to the fullest and provide transparency to all our clients. You will receive a unique access code, username, and password for the T2 Citation Collection Services Client Portal. The portal provides view-only access into their collections account, including dialer activity, letter history, payment history, and any notes. You will also have access to invoices and month-end reports, like collection rate, posted payments, and new business.

The remittance of payments to the city will be transferred back to the client once a month. Payments are deposited into a trust account for our clients. We accept check/money order, Visa, Master Card and/or American Express. Alternatively, our clients have the option to have all funds routed to their location.
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Organizational Structure
T2’s Citation Collection Services Team
T2 Citation Collection Services has a total of 17 employees with 9 employees dedicated to the collection of accounts. Our employees receive full FDCPA onboarding and annual training each year in order to be kept up to date on regulations and procedures. Collectors and other T2 Citation Collection Services’ employees have continuous education on regulations and assigned compliance officers through our membership with ACA. Staff is monitored daily through recorded phone calls, side-by-sides and the ability to split in and listen for compliance. On the following page is a snapshot of T2 Citation Collection Services organizational chart as well as additional key team members.

Key Team Members
Christy Thomas – Director, Collection and Processing Services: Christy joined the T2 team in 2013 and leads T2’s Citation Services in technology-based processing and collection services. Her team provides high quality customer service and maintains compliance with the Federal and State laws.

She has a passion for building processes to help our customers reach their revenue goals. She excels in customer care and helps Citation Services customers achieve their business goals. Christy brings 20 years of collection & customer service management experience to T2 and has won several distinguished company awards for her leadership over her career. She is a member of The Indiana Collectors Association and the Association of Credit and Collections Professionals (ACA). Prior to joining the team at T2, Christy was a Regional Finance Manager for JDByrider and assisted the development of TCR Solutions. Christy studied Business Administration and Finance at the University of Kentucky and Indiana Wesleyan University.

Sadie Jones – Manager, Call Center and Collections: Sadie joined the T2 team in 2007 and leads T2’s Citation Services processing and collections team. Her team provides high quality customer service and maintains compliance with the Fair Debt Collection Practices Act. Sadie brings over 20 years of collection and client service industry experience to T2. Sadie studied Anthropology at Ball State University. Prior to joining the team at T2, Sadie was a Collection Loan Specialist Team Leader at Mutual Hospital Services, LLC.

Robin Fulk – Applications Analyst: Robin is an Applications Analyst for T2’s Permit and Enforcement product line. Robin started at T2 in 2009 as an Implementation Consultant.  Prior to joining T2, Robin worked as an analyst for a financial services software company.  Robin earned her Bachelor of Arts degree from Purdue University.

Training Practices
All CS staff are experienced and trained to meet or exceed the standards set out in the Fair Debt Collections Act. We are a member of The Association of Credit and Collection Professionals.

718

References

City of Olympia
UPsafety client since 2021
500 South Greene Street, Greenville, NC 27834
Brooke Ison - CSS Supervisor
(360) 570-3916 | [email protected]
Solutions used: UPsafety Citations

TriMet
UPsafety client since 2018
1020 NE 1st Ave. Portland, OR 97232
Mark Poulson - Manager, Public Safety
Operations
503-962-7591| [email protected]
Solutions used: UPsafety parking enforcement as
well as property violations and transit offences such
as non-payment.

City of York
UPsafety client since 2020
101 South George Street, York, Pennsylvania 17401
Kittrell Barnes – Parking Bureau Manager
717-849-2321 | [email protected]
Solutions used: UPsafety Permits and Citations

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Pricing

720
EXHIBIT "A"

CITY OF LYNWOOD

REQUEST FOR PROPOSALS

PARKING AND ADMINISTRATIVE CITATION PROCESSING SERVICES

Item Description Fee Proposed

1. Basic processing fee for parking citation: $

2. Basic processing fee for administrative citation: $

3. Special collection processing fee per account: $

4. Cost for mailing of notices, per notice: $

5. Out-of-State processing fee per transaction: $

6. Payment processing, per transaction: $

7. Cost for data entry of manual citations, per
Transaction: $

8. Other charges not listed in the RFP, describe
And explain: $
Company Name Date
Address Telephone Number
City, State, Zip Title
Signed By

3.00 or 4% - the greater of

3.00 or 4% - the greater of
26 per citation collected

1.00 2.50 per out of state registered owner look up

3.00 or 4% - the greater of
included in citation processing fee
88,566.00
This includes 12 XF handhelds with cloud licenses for parking and code violation issuance, full implementation and in person training, warranty, data plan and one box of 50 rolls of standard citation issuance polyvinyl paper. Years 2 and 3 will each be $57,312 for data plan, warranty and licenses. If the city wishes, we would be happy to explore alternative pricing options such as profit sharing. Citation services will be $10,000 per month to include full permit processing, customer support line for both citations and permits and data entry of handwritten citations. Franchise Tax Board = 8% of all funds collected for us to look for socials and process claims.

NOTE: FAILURE TO COMPLETE THIS PAGE MAY RESULT IN A PROPOSAL

BEING CONSIDERED UNRESPONSIVE
T2 Systems, Inc August 14th, 2023
8900 Keystone Crossing
Indianapolos, IN, 46240
(403) 998-7972
Regional Sales Manager
Poppy Guloien
721

T2 UPsafety Cost Proposal Summary

Hardware Pricing

Unlike many enforcement providers, we provide full, in-house support for the hardware we resell to you. That means that instead of calling Printek/Samsung’s technical support hotline, you’re calling our fully US -based staff under the same one-hour Service Level Agreement that we maintain for our software. We believe anything less is not supporting the whole solution.

There are three main hardware options:

XF Print Hardware Package - $2,695.00 per Package
We recommend this successor to our popular N5 class of one-piece devices as the workhorse device for your enforcement personnel. The hardware package includes the mobile computer, two hot-swappable external battery packs, a charging dock that allows both the device and a supplemental battery to be charged in tandem, a power supply/charging cable, a strap, carrying case, and vehicle charger.

Samsung Note 20 & Printek FP530 Thermal Printer – $1,950.00 per Package For a two-piece solution, this is an excellent choice. This package includes (1) new in box Samsung Galaxy S20 device, (1) ruggedized case, (1) stylus, (1) new in-box Printek FP 530 3” Bluetooth printer including a belt clip.

Client-Procured Android Device + BT Printek FP530 Printer – $659.00 per Printer or with the XF All-In-One Handheld with Built-In Printer @ $1545.00 each + $225.00 per Android Device Configuration
Client could procure the compatible Android device of its choosing to pair with the FP530 3- inch Printer and configure device to utilize the CityCite mobile software. Please note that our support team does not support hardware that we have not provided.

Hardware Warranty & Data Plan Options

CiteGuardPlus Warranty – $35 per Device per Month
In the case of hardware damage or failure, this warranty fully covers:

1.) Immediate shipment of a no-cost Loaner device to replace the affected device

2.) A call tag for the affected device for shipment to our offices for repair

3.) Shipping for the repaired device back to your offices

4.) A call tag for the Loaner device
This provides for instant remediation of hardware issues, and keeps officers enforcing.

Verizon 5G Data Plan – $35.00 per Device per Month

722

We resell data plans from Verizon exclusively, because their network and speed are uncompromising.

This plan includes mobile data for one device.

Platform Pricing and 24/7 Software Support

CityCite™ Platform Fee – $229.00/$249.00/$299.00 per Active Device per Month depending on integration requirements
We sell our cloud-hosted software suite at a recurring monthly license fee per device per month based on the functionality utilized.

This fee includes:
1) A license for (1) mobile user and (1) cloud user to use our front-end data entry software, and cloud-based back-end management software. This includes access to all features of our software, including the iPermit permitting module.

2) 24/7/365 in-house help desk support for any and all software and hardware issues.

3) Access to our Client Resource Center, which provides in-depth details of the functionality within our mobile and back-end software, including video demonstrations and guided walkthroughs.

4) Any and all software updates, including product enhancements, issue resolutions, and new feature releases as they become available. Since inception, we have been releasing new software to clients rapidly.

Some major upgrades in 2022, provided at no additional cost to ALL current subscribers, included:
• Extensive User Interface updates
• Citizen Connect Patron Account Management
• Field Alerts
• Pre-Approved List API
• Streamlined Chargeback MGMT
• Permit Configuration Updates and Improvements
• QR code that redirects you to the permit in question
• Two-way integration with T2 Collections service, CCS
To ensure these features are fully utilized, we regularly hold UPsafety User Webinars , at no additional cost to subscribers, before each major update to identify, train, and answer any and all customer questions and concerns. Users who cannot make the webinar can request a recorded copy to view anytime.

5) One free admission to our yearly Users Conference in your first year.

723

CityCite™ Platform Fee – $199.00 per Additional Back Office License per Month We sell our cloud-hosted software suite at a recurring monthly license fee per back -office license per month based on the functionality utilized.

Authentication – $600.00 per year per system
Authentication can be provided with Shibboleth or CAS or most SAML 2.0 products.

CodeCite™ Platform Fee – $199.00 per Handheld per Month or $99.00 per Month if added to a handheld with CityCite™
If you wish to issue citations for property violations CodeCite can be added to the handhelds. This will incur additional training and implementation charges.

Patron Portal – Greater of 4.00% or $3.00 per Citation or Permit Paid Online We can fully customize an e-commerce site to meet your needs, including branding, adding customized dispute fields, and developing lookup logic. Through the portal, patrons can:
• Review photo evidence, as well as all ticket data recorded at the time of issuance • Pay tickets online, from the moment a ticket is issued, via QR code on the ticket, the website printed on the ticket, or, through the Interactive Voice Response (IVR) phone number
• Dispute and inquire as to ticket status, including the upload documents to be viewed by enforcement or administrative staff
When a violator pays a $30.00 citation, they will pay the citation amount, plus the service fee, and we will remit the full $30.00 citation value to you next day.

Training and Implementation

Personalized Webinar Training – $895.00 One Time

This fee is for online training of your officers and administrators on how to use the system inside and out, as well as training managers to a Train the Trainer standard.

Cloud Set Up and Customization – $1,875.00 One Time
We charge this fee to fully customize the cloud to your department, including setting permissions for each individual employee, implementing ticket lifecycle business logic, creating report templates specified by managers, importing common street names in order to optimize officer drop down lists and more.

Our project managers work quickly, and with your help we can implement your perfect solution within 90 days of contract signing. For projects which cannot be implemented by UPsafety within 90 days of the contract execution date due to factors within your control, an extended project management fee of $500 per week will apply.

Examples of factors within your control include but are not limited to; failure to provide appropriate information, resources, or personnel reasonably necessary to complete implementation. Any delays caused by third parties or by events outside the control of either UPsafety or you would not be applicable. 724

Processing & Other per Item Services

DMV Research

In State – At Cost

For DMV research for in-state violators, we only charge for lookups when the state levies a fee to conduct a lookup.

Out of State – $2.50 per Violator Found

DMV research for violators, we charge Per Successful Plate Lookup, which means that a charge is only incurred if a valid address has been found for the requested plate.

Automated Delinquent Notices – $1.00 per letter includes stamps and stationery

The cost of customizing physical notices, which will be mailed to violators as warnings and requests for payment, or, for any other automated correspondence on behalf of your organization, is fully included in the set-up process. This fee is for the printing, stamping and mailing of physical notices to violators.

Standard Polyvinyl Paper – ~$0.05 Per Ticket Written
We provide top quality water and tear resistant polyvinyl paper at a price of $169.00/Case. There are 50 rolls per case and clients see anywhere between 60-70 tickets per roll. The value of $.05/ticket that we mention in our literature is computed as follows:
$169 Per Case = $3.38 Per Roll = $ 0.05 Per Ticket 50 Rolls Per Case 65 Tickets Per Roll

Programmatic Data Conversion – $125.00 per Hour (Waived)

Assuming cooperation from the incumbent vendor, we will migrate all records from the current system to CityCite.

Custom Software Development (SDE) – $200.00 per Hour for Out-of-Scope Work

We staff a team of Cloud and Mobile software engineers, tasked with constantly improving our product for the better and customizing the product to meet the needs of our customers. We will only bill for software development that exceeds the scope of work specified in this proposal.

BBPOS WisePOS E Payment Terminal(s) – $399.00 per Unit

If the Client would prefer a more integrated option for in-person credit and debit card payments, these Terminals integrate directly to the UPsafety cloud, allowing the Client a fully web-based point of sale which allows:
• Payments to be initiated directly through the Cloud software. When a cashier selects “Accept Card Payment”, the Terminal will accept payment only for the amount of selected items.
725

Boasting a full color, touchscreen display, the BBPOS WisePOS E comes with EMV standard, and also allows for expanded functionality as payment trends change, including mobile wallet acceptance, EMV capabilities, and NFC/CTLS.

If Terminal(s) are utilized: Credit Card Processing – 2.9% and $0.25 per Transaction This fee will be billed monthly and included on a unified invoice for the amount of processing completed through purchased and utilized UPsafety terminals in the previous month; never taken out of your remittance totals. We believe this makes it easier to track, manage and audit.

Scanner L-Tron 4910LR MDT –$475.00 per Unit

Microphone Style Driver’s License Area Imaging Scanner(s) that enable your officers to scan drivers licenses and vehicle registration to populate data fields in the cloud with ease.

726

United Public Safety, Inc. - Confidential Quotation
a T2 Systems Company
8900 Keystone Xing, Suite 700
Indianapolis, IN 46240-4697

For: City of Lynwood -
CA
Quote ID: Q-36495
Date Issued: 8/14/2023
Expires: 11/14/2023

Bill To:

City of Lynwood - CA
1130 Bullis Road
Lynwood, California 90262
United States

Prepared By:

Poppy Guloien

Prepared For:

Gabriel Linares
Ship To:

City of Lynwood
11330 Bullis Road
Lynwood, CA 90262
United States

Gabriel Linares
310-603-0220 ext 605
[email protected]
EIN: TBD

Subscriptions

Product Name Product
Code
Quantity Sales Price Total
CiteGuard Warranty
Year 1 @ $35 per handheld per month – billed annually 100.5006 12.00 USD 420.00 USD 5,040.00 Verizon LTE Data Plan
Year 1 @ $35 per handheld per month – billed annually 100.5003 12.00 USD 420.00 USD 5,040.00 Subscription Service - CityCite® Mobile License(s)
Year 1@ $229 per handheld per month – billed annually 100.5000 12.00 USD 2,748.00 USD 32,976.00 Subscription Services - CodeCite® Monthly Mobile License(s) Year 1@ $99 per handheld per month – billed annually 100.5001 12.00 USD 1,188.00 USD 14,256.00 TOTAL: USD 57,312.00

727

Services

Product
Code
Product Name Quantity Sales Price Total
100.5029 Personalized Webinar Training for parking violations 1.00 USD 895.00 USD 895.00 100.5014 UPsafety Client Cloud Setup & Customization for parking violations

1.00 USD 1,875.00 USD 1,875.00
100.5029 Personalized Webinar Training for code violations 1.00 USD 0.00 USD 0.00 This training is discounted at 100% based on the same people being trained on both parking and code violations. 100.5014 UPsafety Client Cloud Setup & Customization for code violations 1.00 USD 1,875.00 USD 1,875.00 TOTAL: USD 4,645.00

Hardware

Product
Code
Product Name Quantity Sales Price Total
105.0765 XF Print All-in-One Enforcement Handheld Package 12.00 USD 1,995.00 USD 23,940.00 663.1000 Paper 3in Plain Polyvinyl Thermal, 200 3.2 Appleton, 80mm- Hgp- 3 Printer (50 rolls)

1.00 USD 169.00 USD 169.00
TOTAL: USD 24,109.00

Other

Product
Code
Product Name Quantity Sales Price Total
*** Comment 1.00 USD 0.00 USD 0.00
Shipping and tax will be calculated and added to invoices 100.2021 Travel, Per Trip Expense Estimate 1.00 USD 2,500.00 USD 2,500.00 TOTAL: USD 2,500.00

Year 1 Total: USD 88,566.00
Year 2 Total: USD 57,312.00
Year 3 Total: USD 57,312.00

Net Total: USD 203,190.00

Tax Amount: USD 18,544.81
Tax Comments: N/A

Total: USD 221,734.81
Additional Information:

Freight Term:

Payment Terms:

IRIS Profile:

End User: City of Lynwood - CA
GP Customer Number:
728

Billing Terms
Variable cost services utilized additional.

Shipping additional.

Tax rate, if applicable, will be finalized for calculation at time of invoicing.

Invoices paid via credit card will incur a 2.5% convenience fee.

Purchase orders can be forwarded to [email protected]

Quote Number: Q-36495

Customer
/THEIRSIG/
Signature
/THEIRNAME/
Print Name
/THEIRTITLE/
Title
/THEIRDATE/
Date
/PONO/
PO #

Organization
United Public Safety, Inc.

Signature
/THEIRNAME/
Print Name
Joe Weiler
Title
Vice President of Sales Operations
Date
/PONO/

729

CITYOFLYNWOOD

PROCESSING&MANAGEMENTOFPARKING,ADMINISTRATIVECITATIONS,&ONLINEPARKINGPERMITMANAGEMENT Due:

August
7,
2023
at
5:00PM
PDT
For:CityofLynwood11330BullisRoadLynwood,California90262 From:Passport
128
South
Tryon
Street
Suite
1000
Charlotte,
North
Carolina
28202
Passportinc.com
|
[email protected]
|
2023
Passport
Labs
Inc.,
All
Rights
Reserved
2 731

REDACTIONTABLE
This RFP Proposal response includes trade secrets or other proprietary data (data) that may not be disclosed outside theCityand may not be duplicated, used or disclosed in whole or in part for anypurposeother thantoevaluatethisProposal submittal.The data subject to this restriction are contained in the REDACTIONTABLE BELOW. The City, for purposes of thisprovision,will include any consultant assisting in the evaluation of Proposals. If, however, a contract is awarded to this Respondent as aresult of or in connection with the submission of this data, the City has the right to duplicate, use, or disclose the data to theextent provided in the resulting contract. Thisrestrictiondoesnot limit theCity‘sright tousetheinformationcontainedinthedataif it is obtainedfromanother sourcewithout restrictionunlessrequiredbyanyapplicablepublicrecordslawandnoexemptionstodisclosureapply, andthenonlytotheextent required.

PAGE
#

DESCRIPTION
REASON
9-10
Client
References
Conﬁdential
14,16,18,19
Duncan’s
Proprietary
Images
Conﬁdential
20 Passport’s
Figure:

FTB
Process
Conﬁdential
23-27,55,66-71,73-77,82-84,86-87
Passport’s
Portal
Images
Conﬁdential
46-47
Passport’s
Multi-Layer
Security
Features
Table
Conﬁdential
48-49
Role
Based
Training/Training
Programs/Program
Framework
Tables
Conﬁdential
89 Exhibit
A
-
Pricing
Conﬁdential
93 Passport
Parking
Aplicaton
Dashboard
Conﬁdential
95 Analytics
&
Payments
Diagram
Conﬁdential
97-98
Benchmarks
&
City
Proﬁle
Pages
Conﬁdential
Passportinc.com
|
[email protected]
|
2023
Passport
Labs
Inc.,
All
Rights
Reserved
3 732
TABLEOFCONTENTS PAGENO.

A. COVERLETTER 4B. QUALIFICATIONSOFTHEFIRM 6C. ASSIGNEDREPRESENTATIVES 10D. WORKAPPROACH 11E. APPENDICES 88 Passportinc.com
|
[email protected]
|
2023
Passport
Labs
Inc.,
All
Rights
Reserved
4 733
A. COVERLETTER
August
7,
2023
Gabriel
Linares
Director
of
Community
Development
City
of
Lynwood
11330
Bullis
Road
Lynwood,
California
90262
Phone:
(310)
603-0220,
Ext.
605
Email:
[email protected]
Dear
Vendor
Selection
Committee:

Passport
Labs,
Inc.
(“Passport”)
is
pleased
to
respond
to
the
RFP
for
Processing
&
Management
of
Parking,
Administrative
Citations,
&
Online
Parking
Permit
Management
for
the
City
of
Lynwood,
CA
(“City”).

Over
the
course
of
11 years,
Passport
has
engineered
and
evolved
its
parking
management
system
architecture
to
support
a
multitude
of
rates,
rules,
integrations
and
payments
for
more
than
800
clients
across
the
country.

Passport’s
seasoned
and
knowledgeable
teams
in
parking
enforcement,
along
with
one
of
the
largest
software
development
departments
in
the
industry,
will
attentively
work
with
and
guide
the
City
through
the
implementation,
launch
and
support
phases
of
this
project.

Passport
will
focus
on
the
speciﬁc
needs
of
the
City
and
will
provide
invaluable
business
intelligence
to
power
your
parking
enforcement
system
to
provide
an
exceptional
customer
experience.

Having
successfully
implemented
projects
in
areas
within
close
proximity
to
the
City
such
as
Pasadena,
Inglewood,
Huntington
Beach,
Long
Beach,
&
LA
Metro,
Passport
understands
the
intricacies
that
are
involved
in
the
City’s
parking
environment
and
the
importance
of
having
an
eﬃcient,
turn-key
mobile
parking
payment
system.

Additionally,
Passport
is
already
deeply
integrated
into
all
aspects
of
Metro’s
existing
system.

Passport
will
continue
to
support
and
reﬁne
these
existing
systems
and
build
onto
this
foundation
for
any
future
projects.

Statement
of
Interest
As
communicated
in
the
City’s
Mission
statement,
the
City
aims
to
create
and
maintain
a
clean,
safe,
attractive,
well-informed,
self-reliant
and
pride
ﬁlled
community
that
provides
access
to
outstanding
social,
cultural,
recreational,
educational
and
economic
opportunities
for
residents
and
businesses.

One
of
the
key
ways
a
City
can
accomplish
some
of
these
goals
is
through
technology;
as
a
dedicated
technology
partner,
Passport
is
committed
to
doing
our
part
in
helping
the
City.

The
City
has
already
introduced
technology
initiatives
to
improve
the
life
and
safety
of
its
residents
and
visitors.

Passport
can
eﬀectively
contribute
to
this
mission
through
the
improvement
of
City’s
parking
enforcement
system
with
Passport’s
citation
management
solution.

Launching
Your
Program
Having
successfully
helped
dozens
of
cities
&
agencies
launch
similar
systems,
leading
them
to
experience
increases
in
parking
management
eﬃciency,
revenue
and
compliance
rates,
Passport
has
the
track
record
to
help
the
City
navigate
taking
their
parking
infrastructure
to
the
next
level.

Passportinc.com
|
[email protected]
|
2023
Passport
Labs
Inc.,
All
Rights
Reserved
5 734
Passport
ensures
the
desired
parking
enforcement
system
will
be
successfully
deployed
and
managed
to
meet
the
high
standards
of
the
City,
its
patrons
and
visitors.

Passport
is
obligated
by
all
addenda
to
this
RFP.

This
proposal
shall
remain
valid
for
ninety
(90)
days
from
the
submittal
deadline.

All
information
submitted
with
the
Proposal
is
true
and
correct.

As
Chief
Revenue
Oﬃcer,
I
have
full
authority
to
enter
into
contracts
on
behalf
of
Passport.

Passport
has
carefully
reviewed
the
oﬀer
enclosed
and
is
pleased
to
provide
its
proposal
to
the
{City/Entity}
Sincerely,
Doug
Rogers
Chief
Revenue
Oﬃcer
128
S
Tryon
St.

Suite
1000
Charlotte,
NC
28202
[email protected]
(704)
837-8066
www.passportinc.com
For
all
concerns
related
to
this
bid:

Conor
Buckley
Account
Executive
Tel:
704-823-6072,
Ext.
133
Fax:
(888)
804-1783
Email:
[email protected]
.

ABOUTPASSPORT
Passport
Labs
Inc.
(“Passport”)
began
as
a
general
partnership
in
April
2011,
and
now
has
a
team
of
more
than
250
employees,
consistently
grown
to
match
its
expanding
client
base.

As
a
mobility
software
and
payments
company,
Passport
is
transforming
mobility
management
for
cities
and
empowering
them
to
create
more
livable
and
equitable
communities.

The
Passport
team
enables
its
clients
to
manage
parking
payments,
citation
processing,
permitting
and
a
variety
of
mobility
services
from
one
digital
platform.

With
Passport,
city
leaders
can
increase
convenience,
eﬃciency,
and
compliance
all
while
providing
a
simpliﬁed
parking
experience.

Cities,
universities,
and
agencies
all
across
North
America
trust
in
Passport’s
streamlined
and
innovative
software-as-a-service
(SaaS)
solutions
and
management
expertise.

Passport
currently
serves
over
800
clients
,
is
implemented
in
more
than
5,000
locations
,
supports
over

14.3 million
end
users
,
has
processed
over
2 billion
transactions
to
date
between
mobile
parking
sessions
and
citation
payments,
and
brings
over
30 years
of
experience
in
parking
technology.
5,000+
Locations
Use
Passport
$2B+
Mobility
Payments
Processed
Compliant

PCI-DSS
&
SSAE18
Compliant
From
the
beginning,
Passport
has
adapted
its
solutions
to
meet
the
changing
needs
of
both
its
clients
and
the
communities
they
serve.

Passport’s
mobility
solutions
proudly
support
some
of
North
America’s
largest
cities
including
Chicago,
IL,
Toronto,
ON,
and
Atlanta,
GA.

Passport’s
experience
across
its
diverse
client
base
has
fortiﬁed
its
knowledge
in
understanding
how
cities
and
agencies
interact
with
many
moving
parts.

Beyond
understanding
how
to
best
deliver
the
applications
and
systems
themselves,
conducting
thousands
of
parking
solution
implementations
has
given
Passport
and
its
teams
unmatched
experience
in
parking
policy,
payment
processing,
billing/invoicing,
integrated
technology,
and
executing
external
partnerships
on
a
national
level.

As
a
part
of
Passport’s
proposed
solution,
Passport
will
leverage
its
partnership
with
Duncan
Solutions.

Passport
and
Duncan
each
have
signiﬁcant
experience
providing
Parking
Citation
Processing
Services
to
cities
and
entities
of
comparable
size
and
complexity
to
the
City.

Passport
will
partner
with
Duncan
as
a
subcontractor
to
fulﬁll
the
requested
services
for
the
City’s
Processing
of
Parking
Citations
solution.

Duncan
will
provide
managed
service
support
for
all
contract
functions
requiring
personnel-based
handling.

Passportinc.com
|
[email protected]
|
2023
Passport
Labs
Inc.,
All
Rights
Reserved
7 736
Drawing
on
Duncan’s
extensive
knowledge
and
the
experience
of
key
subject
matter
experts,
a
custom
collection
services
program
will
be
designed
for
the
City
that
will
go
beyond
simple
debt
collections
by
aligning
policies
that
impact
customer
service
and
collections,
establishing
and
documenting
business
rules,
and
ensuring
the
delivery
of
high-quality
service
to
maximize
short-
and
long-term
revenue.

Passport
and
Duncan
will
utilize
their
existing
relationship
to
provide
the
City
with
a
best-in-class
solution
for
its
Processing
of
Parking
Citations
program.

ABOUTTHETEAMS
Supporting
this
project
for
the
City
includes
primarily
nine
team
members,
as
referenced
in
section,
Appendix
II
,
within
the
Passport
organization.

Lynwood City CouncilNovember 21, 2023

Lynwood City Council
November 21, 2023