Project Work Plan
Describe your understanding of the project and approach. Include deliverables, milestones, assumptions, and identify potential risks that could delay the project. List any resources you expect the City to provide.
Our Proposed Management Approach
We hereby confirm our understanding of the RFP and the overall project operations. We have responded to the City’s RFP using substantive, site-specific content and form, and are prepared to be the City’s Parking Management Partner Now and in the Future; by continuing to provide the City and its stakeholders with an invaluable and unlimited bank of parking knowledge and human and Company resources to meet the City’s current and future operational needs.
Our approach to this assignment is derived from our in-depth experience operating these facilities successfully since 2009, our comprehensive review of the RFP, attendance at the prebid conference, and our keen understanding of the City’s parking, traffic and circulation variables given our existing infrastructure throughout the City of Santa Monica. This includes our vast private sector operations that surround the City’s parking facilities. Finally, we reviewed all the questions which were asked by Operators, and answered by the City.
Our overriding goal with our response and hereafter is to meet the Scope of Work in strict adherence with the RFP and any resulting Contract, and to provide exceptional customer service, efficient operations and maintenance reporting, astute, proactive traffic management (for convenient ingress and egress), cutting-edge website design and hosting, technical innovation to improve the customer experience, and streamlined operating expenses.
Planned Communications and Interfacing with the City & Key Stakeholders: A vital part of operating these facilities and determining appropriate staffing levels for ongoing operations and events is constant, effective communications between City Staff and our parking management team; just as it exists today. We anticipate having our on-site Project Manager, Angel Diaz, CAPP, and Regional Vice President, Tim Downey, as well as our Senior Vice President of Operations, Dave Kilfoyle, participate in those portions of the City's regular staff meetings regarding parking which among other items address upcoming functions, events, and expected garage/lot occupancy levels. This is in practice today. Approaching daily parking management and special event needs in this proactive manner not only enhances our ability to plan for and facilitate efficient staffing schedules, but also fosters a feeling that our management team and the front-line parking staff are a part of the “City of Santa Monica family,” which in turn encourages optimal performance. Moreover, we currently attend meetings with various Santa Monica Stakeholder groups throughout the City. This includes (to name a few) Downtown Santa Monica, Inc. (DTSM), Macerich, the Santa Monica Police Activities League, Santa Monica High School, the Santa Monica Chamber of Commerce, Kiwanis, the Santa Monica Pier Lessees Association and similar local organizations. Please see the enclosed letters of support from some of these organizations for details. As the contract continues to evolve, we anticipate attending front-line meetings as necessary
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Packet Pg. 462 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
(and requested by the City) with business and neighborhood groups in Santa Monica, and if a major initiative comes up, we may even opt to enhance our Stakeholder Engagement strategies with sub-contracted full-time professionals that exclusively focus their efforts on stakeholder engagement and policy implementation; all based on stakeholder feedback. This is all subject to the City’s approval of course.
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Packet Pg. 463 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Attention to Detail
SP+ has a keen understanding of, and forward-thinking approach to operating these facilities, and displays the required technical skills and human and Company resources in order to meet the City’s objectives outlined in the RFP.
SP+ understands that each parking facility and the services they support are unique to that venue and its locale within the City’s portfolio. Schedules, logistics, parking accommodations, equipment loading, maintenance protocol, security, communication and access considerations, are among many of the factors that are paramount to our successful City of Santa Monica parking portfolio operation.
SP+ has tailored our Operating Plan(s) (our Current and Enhanced Management Plan) accordingly, to address all of the existing protocol from our Downtown Structures and Beach and Pier Operations, and the vital components and considerations that follow:
Operational Methodology: Our approach includes a seamless integration of best practices and new technology that will result in continuous program improvements; including enhanced operational standards and best practices for accountability and improved efficiency, staffing, training and customer service. We offer the City of Santa Monica a highly qualified, locally informed, on-site Project Manager, Angel Diaz, CAPP, to facilitate our operational plan. Our goal is to operate each facility from a demand perspective and operate the overall portfolio with enhanced management techniques and site-specific protocol. Our Company also embraces accountability to our clients’ stakeholders through maintaining superlative revenue controls, audit-driven processes and transparent client reporting. To achieve these goals, we approach each project individually. While performance standards and established metrics must be met in every operational endeavor, SP+ seeks to avoid cookie cutter solutions. Each project is managed based on the individual goals, needs and dynamic unique to each client and location;
Leveraging a Vast Local Infrastructure and Employment Base: With an active labor force of literally hundreds of local employees and an existing infrastructure within and that surrounds the City of Santa Monica, SP+ Municipal Services will allocate its human resources appropriately to meet the needs of the City while making a priority existing staff, and continuing to offer them upwardly mobile job opportunities in our current City of Santa Monica operations, or at other locations managed by our Company.
Revenue Control Methodologies: SP+ has demonstrated its distinct understanding of established off-street revenue control protocol, including our in-depth understanding of the DataPark equipment and Digital Payment Technologies meters, and offers the City an enhanced set of operational best practices, policies, procedures, checks and balances, and hardware/software applications to continue improving revenue control and security, while yielding superior reporting and tracking tools to continually advance the City’s operations to Next Generation status;
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Packet Pg. 464 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Financial Aspects: Our value-driven pricing model offers the City a competitive, market-based, BEST VALUE approach, geared towards the City’s current economic needs and future program upside. In order to demonstrate our economic and sentimental commitment to the City, we reduced our Base Management Fee and have introduced a proposed Performance-Based Incentive component based largely on customer service criteria and Key Performance Indicators (this is similar to the language outlined in the Sample Contract).
Technology ~ An Integrated Approach: A forward-thinking, sustainable, and redundant set of technology solutions and enhanced protocol will be utilized to continue expanding the City’s reporting and monitoring capabilities ~ with unrestricted oversight controls. SP+ employs a multitude of new solutions and technologies to improve our clients’ revenue control systems and tracking capabilities. SP+ will provide open and adaptive technology solutions to address the City’s evolving and expanding off-street parking programs, with an eye towards future roll-outs in conjunction with the City’s technology roadmap;
Training: SP+ Municipal Services’ reputation for excellence in on-site management is built on a comprehensive, award-winning training system. Our training process identifies and develops the skills and behaviors that are required to enable all of our employees to perform up to our stringent expectations. No other parking company places as high a premium on customer service enhancement and its direct linkage to a professional, inhouse training department. We will spend the necessary time and attention to keep training our staff members (existing and new) to ensure the City of Santa Monica and its parking customers benefit from excellent customer service; One-Stop Shop: SP+ and its personnel offer the City of Santa Monica a one-stop shop for a complete catalog of cutting-edge off-street parking management services.
Throughout this document, we cite several value-added programs and services, customer conveniences and amenity platforms, many of which are in place today, and the City may rely upon to continue forging a strong, sound and beneficial relationship with a fully committed customer service Company. SP+ Team Members will Receive Substantial Operational and Administrative Support from our locally based Corporate Support Office, including the following Company resources for the City: These departments and our personnel will ensure that appropriate levels of attention are provided to each discipline, and that the work will be properly performed to ensure a seamless customer experience (see following list of departments):
o Operations—Our Senior management personnel and operating teams ensure consistency and the uniform application of our parking management policies; o Purchasing—National purchasing policies and volume discounts for utilization at all field locations;
o Training and Recruitment—Our Training Department develops corporate-wide recruitment and training programs and initiatives for management and nonsupervisory personnel. SP+ University®;
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Packet Pg. 465 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
o Claims and Risk Management—Handles corporate insurance, leasing issues and Risk Mitigation Plans;
o Finance—Separate Accounts Payable, Accounting, Internal Audit, Payroll, and Treasury departments work together to provide billing, accounting and payroll functions for our field offices;
o Human Resources—Addresses HR issues and relationships, compliance with laws, employee benefits – including health insurance, 401k and retirement programs, and employee hiring and discharge issues;
o Legal—Provides our parking managers and clients with industry-accepted contracts, contract maintenance, government reporting, management employment agreements and assistance in litigation;
o Marketing—Assists in the development and production of promotional and marketing materials;
o MIS—Provides technical support for PCs and software used at parking facilities throughout the company.
Community Based Operations: Our community efforts include using local vendors when possible, hiring from community employment programs, lending support to community initiatives, and joining local associations. We believe it is our obligation to improve the communities we serve. For example, we are currently promoting local hiring opportunities at Santa Monica City College.
Event Parking, Traffic Control and Pedestrian Access: We will utilize our knowledge, innovation and collaborative capacities as key components when working with and on behalf of the City of Santa Monica to create successful event plans for the subject parking garages and lots. This is evidenced by our performance at past events including Cirque du Soleil, the LA Marathon, The Glow and others. See Event Experience for more details.
Click and Park (“CNP”): SP+ brings the latest parking technologies and techniques into the civic realm. For example, the Click and Park online advanced reservation system. CNP is ideal in this case to address the real and perceived parking and traffic issues that face City visitors (those which park cars on event days). The Click and Park application can be leveraged and branded specifically for the City of Santa Monica, in the same capacity it was recently utilized for Super Bowl XLIX, to improve way-finding, parking and traffic concerns, while adding convenience and ease-of-use for customers.
The program also provides:
o Confidence of knowing a space is waiting - no matter when a patron gets there; o Security of knowing personal information is dealt with securely and won’t be shared;
o Convenience of print-at-home capabilities; allowing customers to obtain their parking permits online, anytime (similar to the airline industry); o Real-time text messaging notification informs CNP customers of last minute traffic changes to improve access and ingress/egress considerations.
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Packet Pg. 466 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Standard Operating Procedures (“SOP’s”): SP+ will provide a detailed, site-specific Operating Manual (Standard Operating Procedures or SOP’s) for the parking garage and lot operations within sixty (60) days of the Contract award date. The manuals will be subject to the review and approval of the City. Our Project Manager, Angel Diaz, CAPP, will use the SOP’s in the daily management of the City’s parking facilities. This manual and any sub-manuals will be available to the City at anytime upon request, and can be altered to address changing policies throughout the duration of the Contract.
Experts with Data Park and Digital Payment Technologies Equipment: Please note, as referenced herein in the detailed narrative regarding our Experience Working w/Multiple Revenue Collection Systems, we want to reiterate that we are experts with Data Park and Digital Payment Technologies equipment, as we currently operate with these equipment brands at various operations throughout the country. We are proactive with our internal training and maintenance initiatives for each make of equipment, which are part and parcel of a responsible equipment maintenance plan to be implemented in conjunction with this contract;
Safety and Security Plans: Because parking patrons are less likely to return to a facility in which they do not feel safe, we are extremely sensitive to the importance of providing a parking environment that the public perceives to be safe. Our facilities
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Packet Pg. 467 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
always maintain an active safety plan and security presence, utilize the latest in technological safeguards, and present themselves in a clean, bright and attractive manner;
Safety Training Program: Our safety training program is designed to help managers and employees establish and maintain a safe environment in our parking facilities. In addition to providing the training, Facility Managers are required to perform daily inspections of the facility, monthly hazard evaluations and an annual Safety Program Assessment. Components of our safety training program include: safe work practices; emergency procedures; vehicle safety; use of man-lifts; use of tools & equipment; proper work shoes and other personal protective equipment; code of safe practices; training on any toxic materials; when and where to report unsafe conditions; how, when and where to report accidents and injuries; policy on medical treatment for work related injuries; and progressive disciplinary policy for safety violations;
Facility Safety: We develop and implement Facility Safety plans that include routine inspections and ongoing preventative maintenance and repair protocols. Additional services include installing speed bumps and making curb cuts for ADA approved ramps.
For sidewalks, access ramps, curbs and other concrete surfaces, and asphalt surfaces requiring seal coating or repair, our clients rely on the professional expertise of SP+ Maintenance;
Next Generation Services: As a “Next Generation” service provider, we offer the City of Santa Monica an opportunity to leverage our cutting-edge information technology platform, which includes: Client Viewsm; a proprietary online client portal that provides our municipal and private sector clients with online access to site-level financial and operating information for each facility. We also offer comprehensive training programs for our on-site employees, including web-based SP+ University® training programs for management-level personnel, and a proprietary Internal Auditing Department (and Contract Compliance Group) to monitor cash and operational controls.
Big Picture Outlook: Our Program Approach is tailored to identify solutions and foster positive working relationships, in and around the City. We will emphasize user-friendly parking themes and operations – where common sense, excellent customer service and community engagement rule the day. It is our goal to leave a lasting positive impression on all those who visit the City’s parking facilities. SP+ will achieve that goal (and others) while strictly adhering to the Scope of Work identified in the RFP, and catering diligently to the evolving needs of the City and its parking customers. A Big Picture thought process is the overriding message of our Proposal and value proposition for the City, and SP+ will implement our plan seamlessly if we are retained. Of equal importance, all of these objectives can be achieved at a reasonable price.
Connecting the Dots: As you may have surmised by reading this proposal, our Program Approach goes well beyond the simple premise of managing parking spaces.
We begin to connect the dots, and operate from a place not only of protocol, but of passion and excellence. By the same token, SP+ seeks to support the City as its trusted parking management partner, advisor, consultant, and effective advocacy arm.
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Packet Pg. 468 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
PLAN OF OPERATIONS
Santa Monica Downtown Structures
The parking facilities at the Santa Monica Downtown Operation consist of up to thirteen (13) structures, including the Civic, Library, Ken Edwards Center and two lots. The Civic Lot and a shared responsibility with the Santa Monica Pier deck lot. The cashier booths at the Library and Pier are manned based on the schedule approved by the City of Santa Monica.
SP+ is proud to be a part of this prestigious project and will strive to provide the highest level of service to its parking patrons. This Plan of Operations will be updated and revised as warranted.
Any and all updates and revisions shall be approved by the City of Santa Monica prior to implementation.
SP+ will work closely with the City of Santa Monica in order to maintain the high standards of customer service expected at the Downtown Parking Operations. Our on-site Senior Manager, Angel Diaz, will be fully responsible for all aspects of the operation and will be supported by the On-site Facility Manager, Guadalupe Calderon, and the Vice President of Municipal Operations, Tim Downey.
CHANGES TO PLAN OF OPERATIONS
In order to change any part of this proposed Plan of Operation, the proposed changes must be approved, in writing, by the City Parking Office and SP+. SP+ is to review on an ongoing basis and provide analysis of the services, budgeting, graphics, security, marketing, and all other facets of the operation.
In addition, SP+ will, at least ninety (90) days before the beginning of each fiscal year, prepare and deliver to the City an updated Operating Plan. The Operating Plan will contain all proposed rates, projected revenues and expenses for the budget year. SP+ will utilize an Operating Plan budget format and individual accounts in accordance with the City Parking directive.
OPERATIONAL PHILOSOPHY
The Downtown parking facilities consist of approximately 8,394 spaces (combined). Visitors are the primary users of the facilities. Among other considerations, the intent of the City’s parking program is to provide easily accessible and convenient parking for all users of the Downtown parking Structures by operating appropriate policies and procedures that benefit customers. The rates for transient and contract patrons will be reviewed on a regular basis, with all cash control procedures being enforced to ensure that revenue will be maximized at the facilities.
RATES AND HOURS OF OPERATION
Hours of Operation
All of the facilities in the Downtown are open 24 hours per day, seven days per week. The library cashier booth will be staffed Monday through Sunday, from 7:00 a.m. until 12:00 a.m.
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Packet Pg. 469 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Parking Rates
Below are the current rates which are approved by the City of Santa Monica Parking Office:
DAILY PARKING RATES
Rates effective October 1, 2012
Downtown Structures (except Library)
First 90 minutes Free
Next 1 hour $1
Each add’l 30 minutes $1.50
Daily max $14
Sundays 6:00 AM - 11:00 AM Free
Civic Center Structure and Lot
First 30 minutes Free
Each add’l hour $1
Daily max $5
Rates effective March 1, 2013
Main Library Garage
First 30 minutes Free
Next 2 hours $1 per hour
Each add’l 30 minutes $1
Daily max $10 weekdays, $5 weekends
Rates effective October 1, 2012
Downtown Lots
Each 30 minutes $1
Daily max $14
All Lots/Structures
Special Event rate Up to $25
Reserved parking for filming,
construction, or other exclusive use
3x daily max per space per day
Downtown Structures (except Library)
Weekday/Daytime (Mon-Fri, 6:00 AM-7:00 PM) $120
Nights (4:00 PM - 6:00 AM) & Weekends $75
Multi-Structure, Anytime* $160
* Limited to PS 1-6 and 9. Available to current monthly pass-holders only Vehicles with Disabled Placards owned
and operated by residents of multifamily buildings located within the area bounded by 2nd St, Wilshire Blvd, 4th
$65
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Packet Pg. 470 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
St, and Colorado Ave, when:
(i) 100% of the building's units are
affordable housing; and
(ii) No onsite parking exists
Civic Center Structure and Lot
Anytime $65
Nights (3:30 PM - 6:00 AM) & Weekends $50
Pre-paid pass $3 per entry
Main Library Garage
8:00 AM – 11:00 PM, 7 days a week $82.50
Holiday Hours of Operation
The Downtown parking facilities will remain open during all holidays (listed below):
New Year’s Day January 1
Memorial Day Last Monday in May
Independence Day July 4
Labor Day First Monday in September
Thanksgiving Day Fourth Thursday in November
Christmas Day December 25
Traffic Controls
Traffic flow within the facilities will be controlled through clear and concise signage and easy-tounderstand graphics placed in necessary positions throughout each facility. SP+ will constantly review signage and graphics to ensure ease of ingress and egress within the facility.
Another control which will be utilized is staffing and scheduling. Scheduling of attendants will be done so that payroll cost is minimized, but customer service is maximized. All entrance and exit lanes will be staffed as necessary during peak traffic times. These times normally occur during the noon lunch (11:00 a.m. to 1:00 p.m.) and evening (4:00 p.m. to 8:30 p.m.) rushes.
In the event of an unusually high ingress or egress period, management and clerical staff, as well as the porters on duty, will be dispatched by the Project Manager to key positions within the facilities to direct traffic or staff cashier booths until traffic returns to normal levels.
Terms for Daily Space Rentals
Daily space rentals for transient parkers will be allowed on a first-come, first-serve basis.
Transient parkers will be charged based on the daily rate that will be predetermined by the City of Santa Monica.
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Packet Pg. 471 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Through the twice-daily space counts (performed at peak occupancy hours), available space in the facilities will be monitored. When a facility is nearly full, a traffic director will be sent to control entry to facility and signs will be placed in the entries.
Transient parkers will be denied access to the facility at these times. Once a sufficient number of parking spaces become available, the traffic director will remove the signs and transient customers will be allowed to enter the facility.
Customer and Public Relations
In order to uphold the highest level of customer service, the following procedures will be followed once an unsatisfactory situation has occurred:
If the complaint is directed to a line level employee, i.e. an attendant or porter, the employee will listen intently to the explanation given by the customer. At this point the employee is to direct the customer to contact the Downtown parking office and request a representative from the office to come to the location to file the complaint from the customer.
The management representative and the Project Manager will be available to address any further concerns the City Parking Office may have on complaints that are filed.
If the complaint is of a material nature, the Project Manager will prepare a full report of the incident with an appropriate proposed solution (recommendation) or itemized alternatives to the City Parking Office within twenty-four (24) hours of the incident.
The Project Manager will respond to such complaints as directed by the City Parking Office with the City’s approval or changes to any recommendation made by the Manager.
Mystery Parker Program
SP+ will initiate and utilize the Mystery Shop program on a monthly basis. Each mystery parker will be given a mystery parker form to complete. Included on the form will be general items pertaining to the cleanliness of booths, equipment and the facilities in general, customer service, appearance and attitude of the employee, and was the interaction and transaction done in a professional manner.
A total of six (6) Mystery Shops will be done on a monthly basis. A summary of the surveys and copies of the mystery parker forms, with comments that were discussed with the employee that was surveyed, will be submitted to the Senior Manager. A copy of each shop will also be provided to the City.
ON-SITE PAY ON FOOT AUDIT PROCEDURES
The on-site collections and equipment auditing is facilitated by the Assistant Facility Manager.
This is done randomly at the POF machines. The audits are based on the following procedures
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Packet Pg. 472 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
(see below). Every month, all POF machines are divided among each Assistant Facility Manager to be audited. Following are the steps need to perform the audit.
AFM’s will need their personal cyber-key, along with the POF keys, to be able to unlock the machine. Protocol follows:
Insert the cyber-key and wait for the green light, acknowledging access to the machine.
Turn the cyber-key 90 degrees/180 degrees clockwise.
Turn the POF key two (2) full turns clockwise.
You now have access to the machine.
Insert the Service Card in the ticket/card section to access the menu. Use the keyboard’s letter “A” for down and “B” for up to navigate the menu. Press “Enter” to select an option.
Check the balance and write all of the information down in the Audit Sheet.
Go back.
Select “Clear/Unload” from the main menu. (Cash)
Cassettes - Press Enter.
$1 - Press Enter.
Notes to keep: 0 (Make sure the NumLock is off).
Select “Confirm” and press Enter.
Go back.
Cassettes - Press Enter.
$5 - Press Enter.
Notes to keep: 0 (Make sure the NumLock is off).
Select “Confirm” and press Enter.
Go back.
Cassettes - Press Enter.
Drop Cassette - Press Enter.
When you’re asked if you’d like to unload the cash vault’s bills manually, select “Yes” and press Enter.
Go back.
Select “Clear/Unload” from the main menu. (Coins)
Slots 1, 2, and 3:
Select “Full Clear” to each and every one of the three slots, one at a time, separating each drop into a different bag to make your count easier.
Make sure to have a bag ready right where the coin change comes out before pressing Enter each time on “Full Clear”.
Go back.
Count all of the money (cash and coins) and write down the amounts you have, then compare them with the amounts shown in “Balance” earlier.
Select “Restock”.
Manually load all coins into the appropriately labeled coin hoppers.
Select each slot, for example “Slot 1,” and Edit the numbers to match the units you entered.
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Packet Pg. 473 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Select “Confirm”.
Go back and exit.
Manually load each bill after selecting cassettes for restocking.
Close the door and pull away your access card from the machine. You will get two different receipts “Balance Report” and “Z-Total Report.” Receipts will show all activity that was done in the POF.
Check the receipts for inaccuracies and shortages / overages.
DAILY BUSINESS REPORT
The Downtown Daily Business Report (DBR) is a statement of all ticket and monetary activities involving for the date in question, for both transient and permit parkers. The report is divided into several functional sections as explained below:
1) TICKETS ISSUED - Determines the number of tickets dispensed "Tickets Issued" is then calculated as the difference between closing and opening ticket numbers
2) Non- revenue TICKETS - Summarizes each category as follows (this tickets are kept by the cashier):
A. Log In and Log Out
B. Special Event: Occasional events approve by the City of Santa Monica Parking office
C. Validations: tickets sold to client or customers for special occasions.
Tickets validated by the restaurant or location visited.
D. Disabled: Approve by the City of Santa Monica all disable plates or tag don’t pay the daily rate at the Civic locations and Library.
E. Voids: Includes tickets clear tickets spit by mistake or tickets not properly issued
3. TICKET SUMMARY - Indicates number of tickets issued.
4. REVENUE - All income for the day’s business, including:
A. Day and Night Transient: Total of all cashiers' revenue for the day.
B. Taxable Monthly: Payment received in the office for contract parking.
C. Special Events: Any revenue not covered by above.
D. Over/Short: Difference between actual cashiers' receipts and value that should have been collected on all tickets.
F. Daily Sales: Includes all of the above categories summed to show total revenue collected for the day.
G. Total Deposit: Daily Sales plus or minus any over/short amount.
5. DROP INFORMATION – Records the deposit slip number and amount of deposit for each slip.
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Packet Pg. 474 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
In addition, any unusual conditions or events significantly affecting the report are presented here briefly. The report is presented with all back-up, including bank deposit slips, coupon sales log, recap of collection, and other documentation as required.
ACCOUNTING
Original books of entry will be maintained by SP+ in the Downtown office. All records will also be maintained in the SP+ corporate office. These records will be available for inspection at any time by designated representatives of Property Management or Ownership.
Cash Receipts
All parking revenues are deposited into an owner depository account at Bank of America. The City of Santa Monica will provide SP+ with an operating advance at the execution of the contract. The City of Santa Monica will, upon receipt of a detailed monthly invoice, reimburse SP+ for all monthly operating expenses. Daily cash reports are reported in TELEREV, an SP+ revenue reporting system.
Cash Disbursements
All invoices will be submitted to the Senior Manager for payment. The invoices will be reviewed, approved by the Project Manager and Operations Manager and paid when due. Duplicate copies of all invoices submitted for payment are maintained in the Downtown office. All invoices will be paid through the Operating Account.
Accounts Receivable
Account receivables are processed monthly through our corporate office, and customers are invoiced and monitored as detailed in the Contract Parker section. Supporting documentation and account control cards are maintained in the Downtown office to document all receivable activity.
Copies of the control cards and aged receivable trial balances are sent to the Accounting office monthly and balanced to the general ledger.
Sales Tax Collections, Remittance and Reporting
All parking fees and transactions include a 10% sales tax charge. All applicable sales tax will be paid from the owner depository account. SP+ will assist the City of Santa Monica in any way deemed necessary in the calculation or remittance of the sales tax as instructed by the City.
MONTHLY REPORT
A monthly report is prepared by SP+ and submitted to The City of Santa Monica Parking office on or before the 15th of each month. The monthly report contains the following items:
Monthly Operating Report;
Monthly Revenue
Monthly non-revenue and revenue ticket count
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Packet Pg. 475 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The forms and content of the monthly report are determined between SP+ and The City of Santa Monica Parking Office.
TICKET INVENTORY, STORAGE AND DISTRIBUTION
Tickets
Ticket-stock at the Downtown Facilities includes numbered tickets that are color-coded based on the location for which they are designated. Tickets will remain in sequence until the supply is exhausted. When tickets are removed from inventory to restock the Cashier’s booth, the tickets are logged out on the master ticket inventory log by recording the date, series numbers removed, location to be restocked and the signature of the person who removed the tickets.
Tickets will only be removed from the storage room and restocked by either the Project Manager or office personnel. All tickets will be ordered through SP+ by the Project Manager.
When new ticket stock is received, it will be logged into the master ticket inventory log for tracking.
The tickets are returned to the Downtown office for audit. Once the tickets have been audited, they are bundled, labeled with the date the tickets were processed and placed in a storage box.
When a box becomes full, it is labeled with the location and dates of the tickets it contains, and is placed in a locked storage room. Used tickets are held in storage according to the records retention schedule outlined below.
Records
SP+ will keep and maintain Records at the facility or principal office in Santa Monica. The Books and Records will be kept in accordance with generally accepted accounting principles for the following specific periods:
Parking Tickets 3 months
Time Cards, Invoices 3 years
Summary Sheets 1 year
Electronic Data 5 years
The Project Manager will notify the City of Santa Monica and obtain approval before any records are destroyed or deleted.
TELEREV Daily Report of Business CONTROL
It will be the responsibility of the Project Manager to ensure all daily revenue is reported and entered in TELEREV in a timely manner. The office employee responsible for the reporting should make sure that the daily revenue report is provided not later than three (3) business days after the revenue is collected and by 4:00 p.m. Pacific Time.
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Packet Pg. 476 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
MAINTENANCE
SP+ personnel are responsible for observe and report functions pertaining to maintenance and up-keep of the City of Santa Monica parking facility areas. Cleaning is done on a regularly scheduled basis with special projects being done as necessary.
Repair and maintenance of the equipment associated with the upkeep of the facilities is the responsibility of SP+ personnel, directly, or through the City’s equipment vendor. Inoperative equipment is checked to determine if needed-repairs can be made prior to calling outside service contractors. Outside vendors may be used when necessary to repair and maintain equipment in the facilities. Any repairs of a capital nature (over $2,000) will be sent to the City of Santa Monica with estimates for approval prior to undertaking the project, unless it is a dire emergency.
The Project Manager will ensure preventive maintenance procedures are maintained on all equipment to ensure longer life and lower regular maintenance costs. SP+ will maintain the parking facilities as outlined below:
Depending on the location, regular sweeping and debris removal from the facility floors, driveways and sidewalks, with extra attention paid to problem areas as reported or when reasonably requested by the City of Santa Monica.
Provide maintenance related observe and report functions for the Scope performed by Downtown Santa Monica, Inc.
Maintenance of revenue control equipment
Annual floor striping and curb painting by request of the City of Santa Monica Routine maintenance of signs
Replacement of lights
Inspection and recharging of Fire Extinguishers
Cleaning windows, walls, and interiors of cashier booths Re-painting of cashier booths and bollards as needed or requested by the City of Santa Monica
Report graffiti or markings to DTSM or the City
OPERATIONAL PROCEDURES
Supervisors’ Job Description
Puller Supervisor (4:00AM – 12:30PM)
Pullers are responsible for collecting all revenue from all of the Pay on Foot machines. Each Puller will be assigned to a certain location by a Manager, and an Attendant will accompany to assist. All Pullers (Supervisors and Attendants) must be in the office at 4:00 AM, everyday, in full uniform.
Morning Supervisor
Check Entrance tickets at assigned Structures (1, 3, 5, Library for 4th Street; 2, 4, 6, Civic Structure and Auditorium for 2nd Street; 7 and 8 for 7/8 Supervisor).
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Packet Pg. 477 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Do Structure inspections for assigned structures.
Check ticket levels at exit for receipts.
Check Pay on Foots for receipts.
Help customers with any issues at the machines (Entrance, exit, and Pay on Foots).
Fix any equipment malfunctions (broken gates, ticket jams, etc…).
Pick up morning Library drops (4th Street Supervisor).
Supervise Attendants and ensure all staff members are at their scheduled locations and their breaks are provided on time.
Afternoon Supervisor
Check Entrance tickets at assigned structures (1, 3, 5, Library for 4th Street; 2, 4, 6, Civic Structure and Auditorium for 2nd Street; 7 and 8 for 7/8 Supervisor).
Do Structure inspections for assigned structures.
Check ticket levels at exit for receipts.
Check Pay on Foots for receipts.
Help customers with any issues at the machines (Entrance, exit, and Pay on Foots).
Fix any equipment malfunctions (broken gates, ticket jams, etc…).
Collect tickets at the end of night (2nd Street Supervisor collects Downtown, 7/8 Supervisor collects 7 and 8, 4th Street Supervisor collects Library).
Pick up the Library Attendant and Library drops (4th Street Supervisor).
Drop all Attendant drops.
Light Inspection (On Sundays).
Block off any spaces for any upcoming events.
Supervise Attendants and ensure all staff members are at their scheduled locations and their breaks are provided on time.
Overnight Supervisor
Help customers with any issues at machines (Entrance, exit, and Pay on Foots).
Fix any issues (broken gates, ticket jams, etc…).
Helps print reports for Pullers.
Helps recharge CDC’s for 7 and 8.
Answers calls from customers with overnight coordinator.
Perform a car count and proceed to call Hi-Tech to update necessary signs in the next morning.
Supervisor (Pullers) Daily Collection Procedure
All Pullers must be in the office at 4:00 AM.
All staff must be in proper uniform:
o Parking staff jacket.
o Polo shirt.
o Name tag.
o Black shoes.
Each Puller will be assigned a specific location, Downtown or 7 and 8, by Management. o Downtown: PS1, 2, 3, 4, 5, 6, 9, Civic Center, and Civic Lot. o 7 and 8: PS 7, 8, and Ken Edwards Center.
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Packet Pg. 478 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The Coordinators will provide each Puller with $500 worth of change/funds in order to replenish the Pay-on-Foot banks. ($500 for Downtown’s Puller and $500 for 7 and 8’s Puller).
Pullers will have to count the money to verify the amount, and then sign the bank log specifying if the amount was correct.
There will be one Service Card assigned to each Puller during their shift. The card will be returned to the Coordinators upon completing the pulling process.
The keyboard cord needs to be wrapped around the keyboard when a Puller finishes using it. There should be no loose cables in the Pay-on-Foot machine.
Check the receipt printer (red flashing light means it is not operational) prior to pulling money, and fix if needed, in order to get the receipt of record.
Bill-to-Bill faceplates need to be properly placed.
The following steps must be taken before you sign in and out for keys:
o All keys must be checked for defects (chips, cracks, etc…) o All keys must be labeled with proper POF numbers. Advise an Equipment Specialist if any label is missing).
o Keys will be counted before signing them out.
The following steps must be taken anytime there is a free moment:
o Cyber-keys have to be charged and programmed.
o Cyber-keys should be synced at least once a week to guarantee access to the POF machines.
Supervisors will need their personal Cyber-key, along with the POF keys, to be able to unlock the machine.
o Insert the cyber-key and wait for the green light, acknowledging access to the machine. Turn the cyber-key 90 degrees/180 degrees clockwise. o Turn the POF key two full turns clockwise.
o You now have access to the machine.
o Insert the Service Card in the ticket/card section to access the menu. Use the keyboard’s letter “A” for down and “B” for up to navigate the menu. Press “Enter” to select an option.
Check the balance - Each POF machine should have:
o 50 bills in $1 = $50
o 30 bills in $5 = $150
o 120 quarters = $30
o Total = $230
o Anything more than $230 is your revenue.
o Go back.
Select “Clear/Unload” from the main menu. (Cash)
Cassettes - Press Enter.
o $1 - Press Enter.
o Notes to keep: 50 (Make sure the NumLock is off).
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Packet Pg. 479 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
o Select “Confirm” and press Enter.
o Go back.
Cassettes - Press Enter.
o $5 - Press Enter.
o Notes to keep; 30 (Make sure the NumLock is off)
o Select “Confirm” and press Enter.
o Go back.
Cassettes - Press Enter.
o Drop Cassette - Press Enter.
o When a Supervisor is asked if they’d like to unload the cash vault’s bills manually, select “Yes” and press Enter.
o Go back.
Select “Clear/Unload” from the main menu. (Coins)
o Slots 1, 2, and 3:
o Select “Full Clear” to each and every one of the three slots, one at a time, separating each.
o Make sure to have a bag ready right where the coin change comes out before pressing Enter on “Full Clear”.
o Go back.
Select “Restock”.
o Manually load 120 quarters into the “$0.25” labeled coin hopper. o If the machine gives less than 120 quarters when first unloading the quarters’ section, the Supervisor needs to replace that amount and have it back at 120. o Select “Slot 1” and Edit the numbers to 120 units.
o Select “Confirm”.
o Go back and exit.
o Remove coins from vault.
o Supervisors will get two different receipts “Balance Report” and “Z-Total Report.”
o Receipts will show all activity that was done in POF. o Swap the bill canister with an empty one and take the loaded one back to the office.
SWAPPING OUT BILL CANISTERS WITH EMPTY ONES
Segregation/Separation of Duties
Supervisors are to pull the entire bill canister out and swap them with empty ones upon dropping the money into it. The bill canisters will be moved to the office and opened and counted by another employee.
Shift Closing
All drops (money) need to be in the office safe before the Supervisor and Manager on duty leave.
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Packet Pg. 480 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Inventory the keys, radios, and CDCs and make sure no item is missing.
The golf carts are charging overnight.
All tickets from the structures’ exits need to be collected and brought back to the office by the Supervisors, for the tickets to be packed and stored in labeled boxes by the overnight Coordinator.
The Library drops are complete and dropped in the safe, and the Library glass door to the right of the ground level elevators is locked by 11:30PM.
Keep the graveyard/overnight Supervisor and Coordinator updated regarding pending issues, besides mentioning them in the Daily Operational Log.
Technicians Job Description
Entrance/Exit Lanes
Entrance lanes are checked daily for their ink printing opacity, and replaced when necessary.
Training
Train new Supervisors and assist current Supervisors with calls that might require two people to finish faster.
Repairing
Repair coders / POF machines if a Supervisor is not able to, or describe the situation to HUB if extra assistance is needed.
Preparing broken gates and salvaging clean, working pieces from them for later use. Assist in setting up new equipment and maintaining them.
Attendants Job Description
Puller Attendant (4:00 AM – 12:30 PM)
The Attendant’s main duty is to assist the Supervisor with the process of pulling money. The Supervisor and Attendants will be going from one Structure to another in a Golf cart to collect the revenue form the POF’s. Once in the office, the Attendant will deposit the money to the safe after it was checked and reviewed by the Supervisor.
Morning and Afternoon Attendant
Attendants are the front line of our Company, and first point of contact with the visitors. All attendants are fully uniformed before leaving the office, and each attendant will be assigned to a certain Structure or street by the Manager on duty. Radio and CDC card will be provided to the Attendant upon arriving to the office, and they will be informed and/or instructed if there are any special events.
Duties
Provide assistance to the customers with any payment or ticket issues at the machines (Exit and Pay on Foots).
Collect cash if customers don’t have a credit card.
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Packet Pg. 481 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Issue manual receipt if customer forgot to press the receipt button at any of the machines.
Direct traffic when needed.
Assist with incoming traffic by pulling tickets at the entrances.
Assists the Supervisor with blocking lanes non-functioning lanes and re-direct the visitors
All Attendants have a thorough knowledge of all areas of the garage, thorough knowledge of the major streets, landmarks and freeways in the area of the facilities.
Help customers with any issues at machines (Entrance, exit, and Pay on Foots).
Direct traffic when traffic when needed.
Assist customers at the exit with inserting their tickets properly and calling the office and/or their Supervisor for additional help.
Accept cash payments using their CDC cards at the exit, to avoid having the customer leave their car and go out looking for a machine to pay cash in.
Courteously assist Customers by answering any questions they may have. If necessary, direct the Customer to the Facility Manager for further assistance.
CDC (Cash Debit Card)
Each Attendant and Supervisor will be assigned to their own CDC card on their first day at work.
The card will have $500 in it to allow our staff to accept cash at the exit lanes, while using their CDC to allow the customer to exit. Employees will receive their CDC when they arrive to the office with an additional $20.00 bank from the Coordinators to whom they sign off.
How to Use
1. Insert the customer’s ticket into the exit machine. Make sure the fee is accurate when it is displayed.
2. Ask the customer for the amount in cash, and make sure to count it in front of them clearly.
3. Upon receiving the correct amount, the Attendant/Supervisor will swipe their CDC card in front of the machine where it says “cards,” at the bottom left corner from the customer’s point of view. The machine will charge the fee shown on the display to that CDC card, and will deduct the amount from it.
4. Attendant/Supervisor will log the date, time, amount, structure, and the exit lane number in which they used the CDC every time, in order to make the Cashier’s Report at the end of their shift. The report will be checked by the Supervisor or Manager and the collected money will be dropped by the end of the shift.
Cell Phone and Electronic Device Policy
The following devices are prohibited from use and/or open display while on duty:
Personal Cell Phones
Cameras
iPods, MP3 Players, CD Players & Radios
TVs & Gaming Devices
Headphones & Earpieces (Only exception is for employees with driving related duties that must wear a hands-free device that is connected to a company phone)
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Packet Pg. 482 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The above items may be used while not in uniform during breaks, but not within the visible vicinity of a work related area (cashier booth, office lobby, office, etc.) Violations of this policy will be documented and subject to disciplinary action. If employees have a concern regarding their family or friends’ ability to contact them in case of an emergency, employees will provide them with the office phone number (310) 576-4743.
Employees will speak with a Manager if they have any questions regarding the above policy.
Uniforms
Employees must wear assigned uniforms at all times.
Employees must have shirts tucked in whenever they are on the clock or whenever they are within a working area (Parking Structure, Office, Booth, etc.) Employees must wear their nametags at all times.
Employees must have on all black shoes at all times. Stripes, colored laces, glitter, etc. are unacceptable.
Employees must wear their hats straight, not sideways or backwards. SP+ logos must be centered above the employee’s face.
Any tattoos must be completely covered.
Hair and makeup must be worn conservatively.
No facial hair may be worn around the lower lip or chin.
EMPLOYEES ARE EXPECTED TO BE IN UNIFORM AT THE TIME THEY WALK INTO THE OFFICE.
Customer Service Standards
Greetings
Every employee should start an interaction with a customer with a greeting, as follows:
Hello.
Good Morning.
Good Afternoon.
Good Evening.
REMEMBER TO SMILE!
Be Respectful
Always use “please” and “thank you” when interacting with a customer.
Goodbye
Every employee should end an interaction with a customer with a wish of a goodbye, such as “Have a nice day!”
Customers Not Receiving a Ticket at the Entrance
Every Entrance coder column has an A4 sized, 8.5x11inch sign that informs the customer of their responsibility to obtain a ticket. When the machine does not issue a ticket, or for any other reason that leaves a customer ticketless during their entering process, the customer is advised to press the “Assistance” button to speak to an Office Coordinator; otherwise, they will be charged a lost ticket amount at the exit.
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Packet Pg. 483 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The Office Coordinator will add the customer’s name on a list with the date and time, in addition to the location from which they entered, and advise the customer to press the Assistance button when exiting. The Coordinator will then call a Supervisor to check on the Entrance coder and inspect it, or even possibly fix it when needed.
Elevators
Every night, the overnight Supervisor does an inspection of all elevators to make sure that they operate safely. The inspection includes:
Checking the elevators from every level to ensure the door opening and closing correctly with no issues.
Testing the elevators’ call buttons on every level to ensure operability.
Inspecting the lights inside the elevator to ensure public safety.
When an elevator is not operational and has nobody inside, each Supervisor has a key that accesses the elevator room, and can turn it off and then on again to reset it. When an elevator is not operational and has someone inside, the Supervisor will notify the Office, which will then call the Fire Department.
Lighting Inspection
Every Sunday night our nightshift Supervisors go through every level of the Structures to which they are assigned and inspect the lighting. Every broken or malfunctioning light fixture is reported, with its precise location, on a single-sheeted report that is sent to the City on Monday morning. The stairs and elevator lights are also inspected at this time and are included on the report.
Employee Breaks
All employees that work five (5) or more hours in one (1) day must take a 30-minute lunch break and two (2) separate ten (10) minute breaks, one before and another after their 30-minute lunch break. Breaks must be taken away from the work area (booth, exit/entry lanes, etc.) and after changing or covering the uniform. Employees will contact the Office from an intercom prior to going on break and after returning from either the ten (10) minute or 30-minute lunch breaks to ensure proper coverage.
Oversized Vehicles
Every Entrance lane has height limit signs posted.
If rates are ignored and a customer drives in, and then is not able to continue, we send a Supervisor, with the help of an Attendant, who will direct the customer to an emergency exit.
If the emergency exit is not open, for any reason, our staff will then block the Entrance and assist the customer with exiting through the Entrance.
Promise to Pay
A Promise-to-Pay form is issued to customers who are not able to pay, often because of the loss of their wallet/payment method.
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Packet Pg. 484 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The customer is first given several possible payment options. We accept cash, coins, Visa, MasterCard, Discover, and American Express.
When the customer says they have no payment method at all, they must be offered the option of backing up and pulling over to look for their ticket or for money (nearby banks).
The customer is then asked to call a friend or family member who can help them out, if they cannot get anyone to help them, we can send a Supervisor their way, and then have the Supervisor offer a Promise to Pay. Explain that their name will be added to a list and their second offense will be responded to by SMPD.
A Promise-to-Pay form asks for a customer’s personal information including their name, address, ID number, vehicle license plate number/ type/color, and the amount of the ticket owed. The PTP will then allow the customer three (3) days to send the envelope and a check back to our office for what they owe. Remember to always keep customer service in mind during this process!
Refusal to Pay
When a customer refuses to pay, for whatever reason, a Supervisor should be sent to that customer’s location to diffuse the situation. SMPD may be called depending on the situation and the hostility of the customer. When the necessary identifying information is obtained from the customer, the Supervisor will call the Coordinators to manually open the gate. The information is then given to a Manager.
Library Operations
We have two Attendants that operate the Library lot every day. The first Attendant works from 7:45AM to 4:15PM. They open the Library from 8:00 AM to 4:00 PM, and use the rest of the time to go to and come back from the Library to the office.
The second Attendant works from 3:30 PM to 12:00 AM. They takeover the Library operation from 4:00 PM to 11:30 PM, and use the rest of the time to go to and come back from the Library to the office. The Attendants scheduled to be on 4th Street, or Supervisors if necessary, can cover the two (2) Attendants’ ten (10) minute breaks and 30-minute lunch breaks.
The Supervisor scheduled to be on 4th Street (or who leaves at 12:30 AM) heads to the Library to pick up the drop bags made by the Attendant of their shift, and brings them back to the office at the end of their shift, whether first or second. That amount, with the report attached, will then be calculated and dropped in the Office safe. Generally, the first shift ends at 4:00 PM, while the second ends at 11:30 PM, which is when each Supervisor needs to pick up the drops.
The Library lot closes at 11:30 PM and a roller gate comes down at 12:00 AM, blocking access for incoming traffic, while allowing cars parked inside to leave for free as the gates open automatically for exiting vehicles at 11:30 PM. The glass door (to the right side when facing the ground level elevators) needs to be locked at the time of picking up the night time drops by that Supervisor.
Bike Valet Standard Operating Procedures
Bike Valet Parking in the City Of Santa Monica is like a coat check for bicycles. Patrons are issued a claim ticket in exchange for their bikes and our staff guards them in a secure corral.
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Packet Pg. 485 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Secure Bike Parking and Storage
People don’t ride to events where their bikes aren’t safe. SP+ Bike Valet Attendant services ensure that even accessories will not be stolen. Cyclists appreciate the extra security, the friendly service, and the acknowledgement that they deserve special treatment. We are proud to say that we can serve up to 750 bikes in a secure location per event, and we can staff up to ten (10) Bike Valet Attendants on short notice.
Encourage Safe Cycling
We care about rider safety too. If we notice a potentially dangerous mechanical problem, we alert the rider and with their permission, if we can, we’ll fix it on the spot. We do not accept bikes on the street for safety purposes. We accept their bikes on the sidewalk.
Reduce Traffic Problems
Several thousand cars descending on an event means community disruption and attendees grumpy from long searches for parking. Given a little encouragement, many will come by bike, and then be pleasantly surprised when they can ride right into the event.
Event liaison
The Manager meets with the event organizers to discuss the venue, the event, expected numbers, and any special requirements.
Proposal Submitted
The Manager meets and submits a quotation outlining approach and costs associated with providing bike valet parking for the event.
Site Recognizance and Planning
The Manager visits the event site and prepares a site plan including suggested signage points, location and set-up of the parking, lighting requirements (if needed). The site plan is submitted to the City of Santa Monica and the event organizers for approval.
Preparation
The Manager will deliver the equipment and tickets that are needed for the event to the location; he/she will also organize staffing for the event and stay if needed. The site set-up reflects upon the organization managing the Bike Valet. We make sure the site looks professional, safe, secure and informative. We also have our staff wearing identifiable clothing; common T-shirts, orange vest, etc. We have also been implementing our Instagram account for marketing of these events.
Event Parking / Bike Valet
Bike Valet Attendants will direct the Cyclists to the event; we will have clear signage at entrance points to the venue. They are met with a smile and hello by staff at the parking entrance. They swap their bike for an individually-numbered ticket.
Attach one ticket/tag securely on their bike. Provide the bicyclist with the duplicate number (the claim ticket) and make sure they understand that they MUST hold on to it, both to re-enter the corral and get their bike. Staff advises them of closing time and wishes them a good time.
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Packet Pg. 486 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Closing Time
The Manager and Attendants will dismantle all the equipment and racks by the end of the event.
Report
The Manager will report to event Organizers on the number of bicycles parked during the event and notes any areas that need improvement for future events, in addition to sending the invoice.
Personnel
All personnel at the Structure Operations parking facilities will be employees of SP+. All potential employees will be screened by SP+. An employment application is completed by each prospective employee and all persons interested in employment must fill out a pre-employment honesty survey.
All interviews for line-level employees are done by the on-site Facility Manager, with interviews for clerical or management positions being approved by the Senior Manager. There is a 90-day probationary period for all new employees. At the conclusion of this period, the employee's job performance is discussed in confidence and a determination is made regarding whether or not they meet our criteria for continued employment beyond the probationary period. All employees are paid by SP+, which is also responsible for making all payroll deductions and filing all required local, state and federal taxes.
It is SP+'s policy to grant promotions and pay increases on a "merit" basis. Raises are not given automatically, or on a routine basis, but rather only when an employee exhibits above average performance and the pay increase has been approved by the Senior Manager. Merit pay raises are typically given to hourly employees in January and to clerical and management staff in October.
An "open door" policy is maintained at SP+. This works to facilitate communication from employees at every level, and helps to better determine any needs that might affect the operation of the facility. All SP+ employees are expected to behave in a professional and courteous manner at all times.
All SP+ Corporate Office and Regional Office staff members, including Company officers, are available to assist the staff on all matters relating to the operation of these facilities. All managers are on call 24 hours per day, seven days per week, to attend to the operation of the structures.
Listed below, please note the Project Manager's schedule:
Monday - Friday Saturday - Sunday
7:30 AM - 5:30 PM On-Call
During the Project Manager's vacation and in any emergency situation, the management of the facility will be covered by the Assistant Manager, the Operations Manager, or other personnel as may be approved by SP+.
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Packet Pg. 487 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The facilities are staffed and scheduled in such a manner as to ensure a smooth, efficient operation, regardless of the time of day or season of the year. To keep overtime at a minimum, part-time employees are utilized to the maximum extent possible.
All employees are required to follow the rules and regulations of SP+ as specified in the SP+ Employee Handbook. Each new employee receives and reads a copy of the SP+ Employee Handbook, and must sign a statement attesting to this fact. A copy of “The Requirements of All Employees” is also provided to each new employee. For positions such as cashiers, maintenance personnel and valets, manuals outlining specific job duties are provided.
Employees of SP+ are expected to behave in a professional and courteous manner. The employees represent not only SP+, but also the City of Santa Monica. Any conduct to the contrary will be dealt with quickly and in a manner that is firm but fair.
The first violation of Company rules or policy, depending on the severity of the infraction, will typically be dealt with through a verbal warning. If the infraction is considered to be of a more severe nature or is a second offense, a written warning will be issued and placed in the employee’s personnel file. A third violation will result in a second written warning and a suspension of the employee. Any further violations will result in immediate termination.
Offenses that warrant immediate termination are outlined on page fifteen (15) in the SP+ Employee Handbook.
Coordinator Duties
Remote Management Systems Location Guidelines / Customer Service Office We offer Coordinators inside of the Parking Office to address customer inquiries in the City’s Downtown Structures operations. Through our centralized Remote Management Services Center, we can also offer the City and its parking customers with national customer service expertise to enhance consistency and performance. Our Coordinator’s duties include, but are not limited to the following:
Respond to and resolve DataPark intercom system customer assistance calls.
Answer Office Phones if no one is picking up the line from the Offices.
Collect PTPs (Promise to Pay) envelopes and record on the log sheet.
Distribute and collect radios; ensure they are logged in/out. Contact Supervisors if radios are missing.
Contact Managers if Supervisors are not responding to Coordinator service directions.
Distribute and collect banks for the attendants.
Record meal break times for attendants.
Prepare deposit slips for POF terminals from the night/early morning collections.
Verify that keys are signed in and out correctly.
Verify the petty cash amount at the end of their shift.
Log complaints on a form in the binder.
Handle refunds if the customer asks and collect a phone number.
Ensure that Supervisors are signing in when retrieving a CDC (master keycard).
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Packet Pg. 488 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Etiquette Guidelines
Answer the intercom calls within one ring, when possible.
Ask for help if the calls are backed up or if the other Coordinator is on a break.
No chewing gum or eating while sitting at the intercom systems.
No cell usage or reading of books or magazines.
Basic Intercom Greeting
Thanks for calling SP+. This is Name. How may I help you?” Basic Intercom Salutations
If you are not thanked say: “Thank You! And have a good day.” If you are thanked say: “You are very welcome. Thank You! And have a good day.” Intercom Scripts for Coordinators
Issue Resolution
1. Customer lost ticket I’m sorry. Unfortunately, without the original ticket, you are responsible for the lost ticket amount of $14. If you’d like, you could turn on your hazard lights and back up to look for the ticket OR I can send the lost ticket amount to your screen and you can insert a debit/credit card.
2. Customer doesn’t have
enough money to pay the
ticket
Oh I’m sorry. Please give us a few minutes and a Supervisor will be there to assist.
(S9 Only: Please back up carefully and move your vehicle so that other patrons may exit.)
3. Ticket stuck in the POF
machine
I’m sorry that happened. What does the screen say?
Insert a Ticket: OK, please wait for a few minutes and a Supervisor will come to assist you.
Ticket jam call Operator: OK, please wait for a few minutes and a Supervisor will come to assist you.
4. Customer needs a receipt
at the end of the
transaction
Please drive to the exit and press the Help button when you get there.
We will send someone to give you a receipt.
5. Credit card stuck in the
POF machine
I’m sorry that happened. First, press the Cancel button. Second, wait about 40 seconds and the credit card should come out. If it doesn’t come out, press the Help/Assistance button.
6. POF machine can’t read
the ticket
I’m sorry that happened.
Data Park: Please hold your ticket up to the camera (the black circle at the top of this machine) so that I can read your ticket. OK, thank you.
I’m sending the amount to your screen based on the time noted on your ticket. When you see the amount on the screen please insert your debit, credit card or cash. (If necessary, review the garage rates with the customer).
7. POF machine charged the
incorrect price
Data Park: Please hold your ticket up to the camera (the black circle at the top of this machine) so that I can see the time on your ticket. OK, thank you. I’m sending the amount to your screen based on the time on your ticket. When you see the amount on the screen please insert
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Packet Pg. 489 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Issue Resolution
your debit, credit card or cash (If necessary, review the garage rates with the customer).
8. Customer’s key card is
deactivated
Data Park: May I have the numbers on your key card? I’m going to open the gate for you. When you’re ready to exit, drive to the exit and press the Assistance button and we’ll let you out from there.
9. Customer used the wrong
slot to insert their credit
card
I’m sorry that happened. First, press the Cancel button. Second, take your ticket and wait about 40-seconds. The POF machine will return your credit card. When the machine returns your card, re-insert your ticket first. Then insert your debit/credit card in the same slot as the ticket. If your credit card does not come back, please press the Assistance button and I will send someone to assist you.
10. Customer left their ticket in
the POF.
I’m sorry that happened, but how may I help you? What time did you enter the garage? Ok, I can send you the amount based on that time and you can pay here with a debit or credit card.
11. System is down. Employee Directions
Attention all Attendants and Supervisors: the system is currently down.
Attendants, please go to the designated POF machines to direct customers. Supervisors, please go to the designated exits to open the gates and allow customers to exit.
New Coordinator Guide
Login to DataPark
General Folder
Intercom Client
DP Remote (use sign in password to access)
Intercom Basics
Intercom numbers begin with the structure number; followed by the station number. o e.g. 7-45
o 7 would be the Structure and 45 is 4th Street exit (station number) All stations begin with structure number; except, the Library, the Civic Structure and Auditorium (CAPL, CCPS,) Ken Edwards (KEC) and the Pier.
Special Locations
o Library (Begins with 1)
o Civic Structure (Begins with 2)
o Civic Auditorium (Begins with 3)
o Pier (Begins with 4)
o KEC (Begin with 5)
A useful hint!
o Special locations have a higher station number e.g.
o PS 5, Exit 536
o KEC, Exit 593
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Packet Pg. 490 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
o Station numbers are high verses low
ADA/Handicapped
ADA or Handicapped parking is only free at these locations:
Pier
Civic Structure/Civic Auditorium
Library
To enter ADA/Handicapped information
Select other (Reasons Column)
Always ask to see the plaque
Enter text ADA; the ADA number; followed by the amount
o e.g. ADA G123456 $2.00
Sending Lost Ticket and General Amounts
To send general amounts (Downtown)
o Click Transient Assistance (Located in DPRemote icon) o Click Generate
o Change time (Insert time from customers ticket)
o Change letter (select A)
o Click Generate
o Click Run
To send LT (Lost ticket) (Downtown)
o Click Transient Assistance (Located in DPRemote icon) o Click Generate
o Change letter (select H)
o Click Generate
o Click Run
To send general amount (Civic)
o Click Transient Assistance (Located in DPRemote icon) o Click Generate
o Change time (Insert time from customers ticket)
o Change letter (select D)
o Click Generate
o Click Run
To send LT (Lost ticket) (Civic)
o Click Transient Assistance (Located in DPRemote icon) o Click Generate
o Change letter (select I)
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Packet Pg. 491 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
o Click Generate
o Click Run
Also, customers can go to the POF’s (Pay on Foot Machines) to pay for a lost ticket, via the “LOST TICKET” button; however, you MUST send lost ticket amounts to the coder (exit) at the Civic.
Streets and Structures
4th Street (All odd numbers)
o PS 1
o PS 3
o PS 5
o Library
2nd Street (All even numbers)
o PS 2
o PS 4
o PS 6
o PS 9 (Located on 4th street, but handled by the 2nd Street Supervisor) Santa Monica Place (Mall)
o PS 7
o PS 8
o Civic Structure
o Civic Auditorium
o
Figure 1.1
4th Street Diana
2nd Street Rhon
7/8/ Civic Danyee
o Swallowed Credit Card at PS 4; Rhon
o Ticket Jam at PS 3; Diana
o Coder out of tickets at Civic Auditorium; Danyee
o Broken Gate at Library; Diana
A useful hint!
o All Supervisors are assigned to FOUR locations.
Intercom Etiquette
Hello, how may I help you?
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Packet Pg. 492 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Always listen to the customers in entirety – DO NOT interrupt.
Always say please when asking a customer to complete a task.
Always end the call with a thank you very much.
Radio Etiquette
Base to: whomever you are calling (Always call by name) Relay message
Radio checks; loud and clear
Phone Etiquette
To call out dial: (#55123891:area code and phone number) Whom to Call
Attendants
To give receipts
To assist customers with payments
To verify unreadable/bad tickets
To help with code blacks (traffic backups)
Supervisors
Swallowed Credit Card at coders (exits)
Swallowed coins or cash at POF (Pay On Foot)
PTP (Promise to pay)
Code Black (traffic backups)
Broken Gates (also call an on duty technician)
Ticket Jams
Upset/Irate Customers (Code Red/Purple)
Exits and POF’s
POF’s that Accept Cash
PS 1-5; customers can pay with cash on level 2
PS 6; customers can pay cash up the ramp if in basement; down ramp if on level 2 PS 9; POF inside structure
PS 7 and 8; all POF’s accept cash
If customer is in vehicle or at POF on ground level and needs to pay cash:
o PS 1-5 can pay cash on level 2
o PS 6 and 9 can refer to top notes
o All POF’s at 7 and 8 accept cash
PS 7 – 4th Street exit to the right is a POF machine
PS 8 – Colorado exit to the right, behind wall is a POF machine
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Packet Pg. 493 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Helpful Information
Maximum time to park at Structures: 72 hours.
First ninety minutes free; one dollar first additional hour; $1.50 each half hour; daily maximum $14.00 (Downtown)
First thirty minutes free; one dollar every additional hour; daily maximum 5.00. (Civic) Customers have twenty minutes to exit the structure after validating ticket.
Structures are opened 24 hours; except Library, closes at 11.
As coordinators, we are responsible for logs and making sure every attendant takes lunch BEFORE fifth hour!
ALWAYS watch cameras inventively!
EMERGENCY PROCEDURES
Vehicles Leaking Gasoline
The area around the vehicle will be blocked off by SP+ personnel. Do not flush with water! This will spread the gasoline. An employee will be stationed near the area around the vehicle and pedestrian traffic will then be prevented from entering the area. The Santa Monica Fire Department will be called.
Robbery
Each employee has specific instructions to follow in the event of a robbery as outlined in the Robbery Procedure Guidelines.
Theft of a Vehicle
In the event of a reported vehicle theft, the costumer will be directed to Santa Monica Police Department.
Auto Damage
No claims are to be accepted for damage to a vehicle unless obviously caused by a parking gate. SP+ personnel or Project Management will handle these claims and complete a damage report form, after the form is completed will be directed to City Parking Office.
Fire
In the event of a fire at a facility, personnel on duty will immediately notify the Santa Monica Fire Department, then the Santa Monica Parking Office and then the SP+ Operations and District Managers. All pedestrians and all personnel will be evacuated from the immediate area to a safe area to be predetermined by SP+ and Fire Department.
The facility’s entrance equipment will be turned off if possible and blocked with cones (fire department vehicles will be allowed to enter). All exit lanes will be opened by whatever means necessary (i.e. breaking gate arms or manually opening gates) to allow uninterrupted flow out of the facility. The Project Manager will meet the fire truck(s) at the entrance and direct them to the fire. Other employees will be stationed at the facility’s entrance to prevent any customers from entering the garage. Fire extinguishers will only be used by SP+ employees if it is obviously safe to do so.
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Packet Pg. 494 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
On The Job Injuries
In the case of a work-related injury, the Project Manager will first make sure the injured person is provided with immediate medical attention. Photographs will be taken, details pertinent to the injury will be recorded, and if possible, elimination of the cause will be undertaken. A written report will be forwarded to the City Office, Corporate Office and the Worker's Compensation Insurance carrier, relating to all details of the injury/accident.
Fall Downs or Personal Liability
The Project Manager will be notified in order to handle the situation according to the following procedures. In the event of the Project Manager's absence, the cashier will complete the following procedures:
Page the Operations Manager and call the City Office;
Ask the injured person if they need medical assistance, calling an ambulance if necessary;
Make the injured person as comfortable as possible;
Have them explain, in their own words, exactly what happened; Complete an incident report and obtain the names and addresses of any witnesses; Photograph the area where the injury occurred and, if necessary, the injured party.
This information will be documented and forwarded to the City Office and SP+ Office for review.
The staff is instructed not to alter the condition of the accident scene without the SP+ District Manager's approval. The area will be blocked off with traffic barriers or cones if conditions warrant. Once the scene is cleared, the SP+ Project Manager will take pictures of the accident scene.
A first notice of injury will be sent to notify the insurance carrier of the situation. Our main responsibility is to obtain all information possible. SP+ personnel are instructed NEVER TO ADMIT ANY LIABILITY WHATSOEVER.
Mugging and / or Assault
In the event of a reported mugging or sexual assault, facility personnel will make the victim as comfortable as possible and immediately contact the Project Manager. The Project Manager will then notify the Santa Monica Police Department and request an ambulance if necessary.
Facility personnel will block off the area and not allow anything to be touched or moved. SP+ will cooperate fully with any police investigation. The Project Manager will notify the City Parking Office and the SP+ Regional Manager immediately.
The staff will not discuss details of the incident, levels of security, or any other aspects of this situation with anyone except the police, SP+ management, and City Parking Office.
Safety Precautions
The Safety Precautions enumerated below are designated to acquaint our employees with the dangers inherent in the search, discovery and handling of suspected bombs, upon either notification of a bomb, or if they have other reason to suspect that a bomb exists in the facility.
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Packet Pg. 495 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
While some of the following Safety Precautions may seem elementary, employees shall not dismiss them as unimportant, nor take them for granted. Adequate knowledge of their precautionary provisions may save their life, the lives of fellow employees, and the lives of individual customers and visitors who frequent the Facilities.
Water is provided to each Structure on a daily basis to keep employees hydrated during their shifts.
Do not use radio equipment to transmit messages.
Do not smoke
Do not accept the contents of any container as "bona fide", simply because it was delivered by routine means!
Do not accept container markings and/or appearance as sole evidence of their contents, identification and legitimacy!
Do not touch a suspected bomb!
Do not shake, shock, or jar a suspected bomb!
Do not cover a suspected bomb!
Do not carry a suspected bomb!
Do not assume a suspected bomb is of a specific (high explosive or incendiary) type! Do not open any suspicious container or object!
Do not cut a string, cord, or wire on a suspicious container or object! Do not remove the wrapper of suspicious container.
Do not unscrew the cover of a suspicious container or object.
Do not move the latch or hook on the cover of a suspicious container or object.
Do not raise or remove the cover of a suspicious container! Do not change the position of a suspicious container or bottle! Do not place a suspicious container or object into water.
ROBBERY PROCEDURES
Remember: Personal safety is worth more than any amount of money. EMPLOYEES SHALL NOT TRY TO RESIST.
In the event of any attempted robbery, employees shall always cooperate completely with the demands of the thief.
Remain calm and cooperative.
Follow the robber’s instructions. Give the robber the money if that’s what the robber wants. Do not resist in any way.
Mentally record as much information as possible about the robber.
Race
Height and Weight
Approximate age
Hair and eye color
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Packet Pg. 496 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Facial Hair
Description of clothing
Tattoos or Scars
Direction robber flees
Make/color of vehicle, if any
Only after it is confirmed the robber has left, does the employee call 911 and their Supervisor immediately. Write down all details regarding the robbery while they are still fresh in the employee’s memory.
Follow instructions given by authorities. Do not touch any items or surfaces the robber may have touched.
Bomb Threats
It has been clearly proven that the vast majority of these calls are indeed false alarms, meant only to disturb or disrupt the normal work of a person or company. However, because of the possibility of terrorist threat, at no time should any call be regarded as “just another false alarm.” Should a threat call be received, the following procedures shall be used as a guide to protect the lives and property of employees, tenants and visitors.
Keep the caller on the line as long as possible. Ask the caller to repeat the message. Be calm.
Be courteous. Listen carefully to what is said and make notes. Do not interrupt the caller.
THINK!
1. Obtain as much information from the caller as possible:
Location of the bomb.
Time of detonation.
Outside appearance or description of bomb.
Reason for planting the bomb.
The caller’s identity
2. Remind the caller that the Location is occupied and an explosion might cause the death of many innocent people.
3. Listen for background noises that might help in determining from where the call was made, such as public address systems or vehicular traffic noises.
At the conclusion of the call, during normal business hours, immediately report the call to the Project Manager and the City Parking Office, giving as much of the following information as possible:
Employee name.
Employee location and phone number.
Name of the initial recipient of the threat.
Name of anyone listening in to the threat.
Name of any employee threatened by the caller.
Normal work location of the threatened employee.
TIME the bomb is supposed to explode.
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Packet Pg. 497 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Exact LOCATION where the bomb is supposed to be.
Outside appearance or description of the bomb.
Reason for the bomb.
Time.
4. Notify Supervisor about the bomb threat call.
UNIFORMS
Except for the Project Manager and clerical staff, who dress in appropriate business attire, all employees are required to wear company-provided uniforms at all times during working hours.
Employees are not allowed to wear company-provided uniforms when off-duty or away from work.
The design and colors of these uniforms are subject to change at the direction of the City of Santa Monica. A nametag will identify each individual as an employee of SP+. Uniforms are either rented from an outside uniform vendor or purchased based on quality, service and cost.
To ensure that all employees maintain an impeccable appearance, spare uniforms will be kept in the Project Manager’s office in the event an employee’s uniform should become soiled or damaged during the performance of their job.
Any employee not meeting the requirements of the uniform policy will not be allowed to clock-in, will receive the appropriate disciplinary action, and will not be allowed to return to work until all requirements as they relate to appearance and uniforms have been met.
Uniform Laundering
Employees are responsible of keeping the uniform in good and clean condition.
Loss Control
Inspections of the facilities will be made monthly by SP+. A report will then be submitted to the City Parking Office and will include all items contained on the Parking Facility Inspection Checklist.
Employee Benefits
Employees are provided benefits as outlined in the SP+ Employee Handbook. These benefits include paid vacations, sick leave with pay, stock purchase options, a retirement plan, Company provided health insurance, and in some cases, life insurance.
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Packet Pg. 498 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Operations Plan
Santa Monica Beach & Pier Parking Locations
The following Operations Plan is designed to provide a comprehensive overview for the parking facilities and operations at the Santa Monica Beach Lots and Pier Deck (“Santa Monica Beach Operation”).
The subject parking facilities that comprise the Beach, Pier, Main Street and ancillary lots (the “Beach and Pier Operations”) consist of approximately 28 facilities, plus the Santa Monica Pier deck lot and the Annenberg Beach House. The cashier booths are manned based on the schedule approved by the City of Santa Monica.
This Plan of Operations will be updated and revised as necessary and/or as directed by the City. Any and all updates and revisions shall be approved by the City of Santa Monica prior to implementation.
CHANGES TO PLAN OF OPERATION
In order to change any part of this Plan of Operation, the proposed changes must be approved in writing by the City Parking Office and SP+. SP+ will continually review the services we provide, in addition to our budgeting, graphics, security, marketing and all other facets of the parking operation.
In addition, SP+ will, at least ninety (90) days before the beginning of each fiscal year, prepare and deliver to the City an updated Operating Plan. The Operating Plan shall contain all proposed rates, projected revenues and expenses for the forthcoming budget year. SP+ will utilize an approved Operating Plan budget format and individual accounts in accordance with the City Parking directive.
OPERATIONAL METHODOLOGY
SP+ works closely with City of Santa Monica in order to maintain the high standards of customer service expected at the Santa Monica Beach Parking Operations. Our on-site Senior Facility Manager, Eduardo Sanchez, is fully responsible for all aspects of the operation and will be supported by the Senior Manager, Angel Diaz, CAPP, and the Vice President of Municipal Operations, Tim Downey.
The Beach parking facilities consist of approximately 5,537 spaces (combined). Visitors are the primary users of the facility. The intent of our operational approach is to provide easily accessible and convenient parking for all users of the Santa Monica Beach Parking Operations by employing appropriate policies and procedures that lead to efficient operations.
The rates for transient and contract parking patrons will be reviewed on a regular basis with the City, with all cash control procedures being enforced to ensure that revenue will is maximized at the facilities.
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Packet Pg. 499 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Traffic Controls
Traffic flow within the facilities is controlled through clear and concise signage and easy-tounderstand graphics placed in necessary positions at the entrances of and throughout each facility (as applicable). SP+ will review signage and graphics routinely to ensure ease of ingress and egress into and within each facility.
Another control which is and will continue to be utilized to mitigate traffic issues at the Beach Operation is staffing and scheduling. Scheduling of cashiers will be facilitated so that payroll costs are minimized, but customer service is maximized.
All booths will be staffed as necessary during peak traffic times. These times normally occur during the lunch hour (11:00 a.m. to 1:00 p.m.) and evening (4:00 p.m. to 5:30 p.m.) rushes. In the event of an unusually high ingress or egress period, management and clerical staff, as well as any remaining staff on duty, will be dispatched by the Senior Facility Manager to key positions to direct traffic or staff cashier booths until traffic returns to normal levels.
Terms for Daily Space Rentals
Daily space rentals for transient parkers will be allowed on a first-come, first-serve basis.
Transient parkers will be charged based on the daily rate that will be predetermined by the City of Santa Monica.
Through twice-daily space counts (performed at peak occupancy hours) available space in the facilities will be monitored. When a facility is nearly full a Traffic Director will be sent to control entry into the location and signs will be strategically positioned at the entrances of the facilities.
Transient parkers will be denied access to a given facility at these times, and directed to an alternate location. Once a sufficient number of parking spaces become available, the traffic director will remove the signs and transient parkers will be allowed to enter the facility.
RATES AND HOURS OF OPERATION
Hours of Operation
All of the facilities in the beach are open from sunrise to sunset seven days a week. The cashier booths will be staffed Monday through Sunday, from 7:30 a.m. until 5:30 p.m. during the summer time. During the winter season the locations are open from 7:30 a.m. until 5:30 p. m., with the exception of Lots 4 and 5 South which close at 4 p.m. The Santa Monica Pier is staffed until 12 a.m. Sunday to Thursday, and until 2 a.m. on Saturday and Sunday. However the lot is fully automated so it is still operational 24 hours per day, 7 days per week. The 1550 Lot opens at 7:30 a.m. to Midnight during the winter, and during the summer the lots will close at 2:00 a.m. 2030 Green Area
The green area is open during holidays and busy summer weekends, or as needed. During holiday weekends signs are posted on Friday notifying customers that the green area will be open for additional parking. On a busy summer weekend the signs are posted early in the morning. Lot 2030 rates are listed below.
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Packet Pg. 500 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Rates
Below are the current rates that were established in an effort to achieve the objectives of the City and as stated in our Operational Plan(s). The rates are given by the City of Santa Monica Parking Office.
LOCATIONS
Summer Daily Flat Rate (May-Sept) Weekdays/ Weekends
415 PCH Everyday $3 per Hour/Max $12
530 PCH $8 / $10
810 PCH $8 / $10
930 PCH $8 / $10
950 PCH $8 / $10
1030 PCH $8 / $10
1018 PCH $8 / $10
1060 PCH $8 / $10
1150 PCH $12 / $12
1550 PCH $12 / $12
1640 PCH Everyday $1.00 per Hour/Max 2 hour parking
1670 Appian Way $8 / $12
1750 Appian Way $8 / $12
2030 Barnard Way $8 / $10
2600 Barnard Way $8 / $10
Short Term Parking:
2030 Barnard Way Everyday $1.00 per Hour/Max 2 hour parking 2600 Barnard Way Everyday $1.00 per Hour/Max 2 hour parking Winter Daily Flat Rate (Nov-Mar) Weekdays/ Weekends
415 PCH $6 / $6
530 PCH $6 / $8
810 PCH $6 / $8
930 PCH $6 / $8
950 PCH $6 / $8
1030 PCH $6 / $8
1018 PCH $6 / $8
1060 PCH $6 / $8
1150 PCH $6 / $8
1550 PCH $6 / $8
1640 PCH $6 / $7
1670 Appian Way $6 / $8
1750 Appian Way $6 / $8
2030 Barnard Way $6 / $8
2600 Barnard Way $6 / $8
Short Term Parking:
2030 Barnard Way Everyday $1.00 per Hour/Max 2 hour parking 2600 Barnard Way Everyday $1.00 per Hour/Max 2 hour parking
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Packet Pg. 501 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Santa Monica Pier Summer Rates:
Hourly Rate $3
Max Rate $15
Santa Monica Pier Weekday Winter Rates:
Hourly Rate $2
Max Rate $10
Santa Monica Pier Weekends Winter Rates:
Hourly Rate $2
Max Rate $12
Parking Permit Rates
All permits are given by the Santa Monica City Parking office.
SP+ Employees
Management and Employees Pay Regular Fee
Except if the employee is provided with a City Permit by the Facility Manager Holiday Hours of Operation
The Beach and Pier parking facilities will remain open during all holidays (listed below):
New Year’s Day January 1
Memorial Day Last Monday in May
Independence Day July 4
Labor Day First Monday in September
Thanksgiving Day Fourth Thursday in November
Christmas Day December 25
COMPLIMENTARY PARKING
Complimentary parking at the Beach parking facilities is given and authorized by the City Parking Office. Passes are issued to authorize complementarily parking. Customers should display at all times the complementary City of Santa Monica Exempt City parking permit to avoid being charged the daily rate at the location.
PERMIT PARKING
All permit parking passes are currently being issued and managed by the City of Santa Monica.
CHECK ACCEPTANCE POLICY
All daily parking fees are to be collected in cash. Checks are to be accepted from transient parkers only for special events. When accepting checks the following procedures will be performed:
A. Verify and write on the front of the check the following information:
B. Driver’s license number.
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Packet Pg. 502 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
C. Home address.
D. Home and work phone numbers.
If unable to obtain this information, the check will not be accepted. All checks should be made payable to the City Of Santa Monica. There is a $25.00 service charge on all returned checks.
CASH CONTROL PROCEDURES
A working day generally runs from 7:00 a.m. to 6:00 p.m., with the exception of the Santa Monica Pier and 1550 Lot which close at 2:00 AM.
Ticket Accounting Procedures
The number of tickets issued during a business day will be determined by the sequence of the opening and closing ticket of the previous day. This allows SP+ to determine how many tickets were issued by each cashier on the previous business day.
We then compare the total number of tickets issued vs. the number of non-revenue tickets turned in by the Cashier. We will have a total count of revenue tickets sold. If a variance exists the situation is investigated.
This will be done by retrieving all reports of the tickets issued by the Cashier from the system database (POS) and determining which tickets were issued that have not been collected. Any missing tickets will be compared to the cashier journal report to see if discrepancies exist in the way transactions were processed.
The Facility Manager at the beginning of the next day’s shift will deliver the non-revenue tickets and cashiers report to the auditor for entry into the daily ticket composite on the daily business report (DBR). Fees collected will be either in cash, check or coupon validation.
If a customer does not have the proper amount of validation coupons or did not have their ticket validated by the restaurant or facility that was visited, and refuses to pay the fee, they are given a promise to pay (PTP) for them to mail their payment. Validation tickets are only accepted at the Pier Deck. At shift end, the Cashier will fill out a Cashier report that lists the amount of any deposits and the non-revenue tickets counted. The reports will be audited and review the following morning.
Cash Deposits
During the Cashier's shift, whenever revenue reaches $300.00 over the operating bank, the Cashier is required to make a deposit into the drop safe. Each cash drop will be recorded on the cashier’s report.
Every evening, the Facility Manager or Assistant Manager will retrieve the previous day’s deposits from the safes in the cashier’s booth. The cash is then counted by the Facility Manager and/or Assistant Manager and recorded on a daily cash control sheet.
This sheet breaks down the total deposits made by each Cashier at each location. A bank deposit is prepared and deposited a minimum of once per day from the facility office to the
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Packet Pg. 503 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
bank. Copies of each check are made and kept with the daily cash control sheet. A validated deposit slip is also attached when it is returned from the bank.
The cash is reconciled to the daily ticket composite by the Ticket Auditor and any overages/shortages are reported. All work is reviewed and supervised by the Facility Manager and/or Assistant Manager.
ON-SITE AUDIT PROCEDURES
The on-site ticket auditing is done by the Supervisor in the location and it’s done randomly to the Cashiers. The audits are based on the following procedures: The tickets will be compared to the computer totals (POS System) and any discrepancies will be investigated and reported to the Facility Manager and/or Assistant Facility Manager.
The on-site audit procedures include the steps listed below:
1. Check all the non-revenue tickets match the POS
2. Check that Cashiers have the correct Log In and Log ticket based on the previous ending number.
3. Verification of the amount and time of any drops noted on their reports
4. Reconciliation of the validation stamps (if any).
5. Preparation of a written report by the Auditor concerning any mistake in the Cashier's processing of tickets.
6. Verification of the Cashier's report totals, recording the date, location, lane number, and shift hours of their check-out sheets.
7. Any discrepancies will be reported to the Facility Manager for review.
The Beach Daily Business Report (DBR) is a statement of all ticket and monetary activities involving the date in question, for both transient and permit parkers. The report is divided into several functional sections as explained below:
1. TICKETS ISSUED - Determines the number of tickets dispensed "Tickets Issued" is then calculated as the difference between closing and opening ticket numbers
2. Non- revenue TICKETS - Summarizes each category as follows (these tickets are kept by the Cashier):
A. Log In and Log Out
B. Special Event: Occasional events approved by the City of Santa Monica Parking office
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Packet Pg. 504 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
C. Validated: Tickets validated by the restaurant or location visited.
VALIDATED TICKETS ARE ONLY ACCEPTED AT THE SANTA
MONICA PEIR LOT.
D. Disabled: Approve by the City of Santa Monica all disable plates or tag don’t pay the daily rate.
E. Day Permit: Includes all permit issued by the City Parking Office F. Transaction Cancelled or not completed: This tickets are issued due to a Cashier’s mistake or a customer’s car not stopping on top of the loops;
G. U-turn: These types of tickets are issued due a customer entering the lot by mistake;
H. Beach Staff: Includes tickets from entry of the City of Santa Monica Police Department, Maintenance Department, SP+ employees and City officials;
I. Voids: Includes tickets, clear tickets, spit by mistake, or tickets not properly issued.
3. TICKET SUMMARY - Indicates number of tickets issued.
4. REVENUE - All income for the day’s business, including:
A. Day and Night Transient: Total of all Cashiers' revenue for the day.
B. Taxable Monthly: Payment received in the office for contract parking.
C. Other Income: Any revenue not covered by above.
D. Over/Short: Difference between actual Cashiers' receipts and value that should have been collected on all tickets.
F. Daily Sales: Includes all of the above categories summed to show total revenue collected for the day.
G. Total Deposit: Daily Sales plus or minus any over/short amount.
5. DROP INFORMATION – Records the deposit slip number and amount of deposit for each slip.
In addition, any unusual conditions or events significantly affecting the report are presented here briefly. The report is presented with all back-up, including bank deposit slips, coupon sales log, recap of collection, and other documentation as required.
TRAFFIC DETAIL
For the Beach facilities we have traffic directors for the busier lots where the traffic flow is heavy. These lots are also opened and closed periodically throughout the day based on the occupancy levels and to keep the street traffic flowing at a smooth pace. We have a winter and
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Packet Pg. 505 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
summer Traffic Director and Attendant staffing schedule to deal with the different volumes throughout the year.
Traffic Directors
The Traffic Directors have several roles when working at the lots. Their responsibility areas follow:
Direct cars to available parking spaces throughout the lots.
Conduct car counts periodically in each lot.
Alert supervisor when the lots are reaching capacity.
Supervisors will coordinate with Traffic Directors when lots need to be closed and conedoff.
At this point Traffic Directors monitor the lots and re-open them when the occupancy level is at fifty (50) or more available spaces. This process is continued throughout the day.
Traffic directors also assist with vehicles exiting especially when there is a back up do to street traffic.
Pier Deck Lot Detail
All the steps above are followed with a few additional responsibilities. When the Pier Deck Lot gets full, the Traffic Director must close the lot entrance off at the Ocean Avenue/Colorado Street entrance. The traffic director will then alert SMPD.
At this point, SMPD will close the Ocean Avenue northbound left turn entrance lane to the lot.
This will keep the traffic flowing on Ocean Avenue and minimize any back-ups. Once the Pier Lot has an acceptable amount of spaces, the Traffic Director will re-open the lot and alert SMPD.
1North (1550) Lot
Lot 1 North also has some added responsibilities unlike any other Beach lot. When the Lot 1N is reaching capacity a few things occur. First, the lot has four (4) Traffic Directors because of its size and heavy utilization.
When closing the lot, one (1) Traffic Director closes off Appian Way with barricades. Barricades are used instead of cones here due to the fact that the cones are often moved by patrons trying to enter. The second Traffic Director closes the PCH entrance to the lot with cones. This process is done periodically throughout the day based on utilization. SMPD is notified when this occurs.
Traffic Directors Staffing Levels
During the Winter Months we only have a few Traffic Directors in the 1550 (adjusted as necessary). However, during the Summer Months we use the following staffing levels?
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Packet Pg. 506 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
For the Lot 1 North we use four (4) Traffic Directors: One (1) to handle Appian Way traffic, one (1) to handle the lot’s exit onto PCH, and two (2) car counters that remain in the lot.
At Lot 4 South we have one (1) Traffic Director for the Summer Months.
At the Annenberg Beach House we utilize two (2) Traffic Directors. One (1) handles the North side and the other handles the south side.
At the Pier Deck Lot we have one (1) Traffic Director which handles the car counts and daily lot closures referenced above.
Attendant Staffing Levels
During the Summer Months the Parking Attendant staffing levels increases as well, as follows:
Lot 1 North: There are six (6) Attendants in the Winter Months and twelve (12) in the Summer Months. This is because all the lanes are opened; Lot 4 South: Increases from one (1) to two (2) Attendants; Lot 5 South: Increases from one (1) to (2) Attendants in the Summer Months:
Lot 3 North: In the Winter Months it is only staffed on the weekends with one (1) Attendant. During the Summer Months it is staffed seven (7) days per week with one (1) Attendant;
Lot 8 North: In the Winter Months it is only staffed on the weekends with one (1) Attendant. During the Summer Months it is staffed seven (7) days per week with one (1) Attendant.
ACCOUNTING
Original books of entry will be maintained by SP+ in the Beach office. All records will be scanned and saved digitally. Hard copies will be kept for one (1) year. These records will be available for inspection at any time by designated representatives of the City.
Cash Receipts
All parking revenues are deposited into a City-designated depository account. The City of Santa Monica provided SP+ with an operating advance at the execution of the contract.
The City of Santa Monica will, upon receipt of a detailed monthly invoice, reimburse SP+ for all monthly operating expenses. Daily cash reports are reported in TELEREV, an SP+ revenue reporting system.
Cash Disbursements
All invoices will be submitted to the Senior Manager for payment. The invoices will be reviewed, approved by the Facility Manager and Operations Manager and paid when due. Duplicate copies of all invoices submitted for payment are maintained in the Beach office. All invoices will be paid through the Operating Account.
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Packet Pg. 507 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Sales Tax Collections, Remittance and Reporting
All parking fees and transactions include a 10% sales tax charge. All applicable sales tax will be paid from the City’s depository account. SP+ will assist the City of Santa Monica in a manner the City deems appropriate in the calculation and remittance of the sales tax.
MONTHLY REPORT
A monthly report is prepared by SP+ and submitted to the City of Santa Monica Parking office on or before the 5th of each month. The monthly report contains the following items:
Monthly Operating Report
Monthly Revenue
Monthly non-revenue and revenue ticket count
The forms and content of the monthly report are determined by a partnership agreement between SP+ and the City of Santa Monica Parking Office.
TICKET INVENTORY, STORAGE AND DISTRIBUTION
Tickets
Ticket stock at the Beach Facilities consists of numbered tickets and is color-coded based on the location. Tickets will remain in sequence until the supply is exhausted. When tickets are removed from inventory to restock the Cashier booths, the tickets are logged out on the master ticket inventory log by recording the date, series numbers removed, location to be restocked and the signature of the person who removed the tickets.
Tickets will only be removed from the storage room and restocked by either the Facility Manager or authorized office personnel. All tickets will be ordered through SP+ by the Facility Manager. When new ticket stock is received it will be logged into the master ticket inventory log for tracking.
The tickets are returned to the Beach office for audit. Once the tickets have been audited they are bundled, labeled with the date the tickets were processed and placed in a storage box.
When a box becomes full, it is labeled with the location and dates of the tickets it contains, and is placed in a locked storage room. Used tickets, as may be applicable are held in storage according to the records retention schedule outlined below.
Records
SP+ will keep and maintain Records at the Beach office in Santa Monica. The Books and Records will be kept in accordance with generally accepted accounting principles for the following specific periods:
Parking Tickets 3 months
Time Cards, Invoices 3 years
Summary Sheets 1 year
Electronic Data 5 years
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Packet Pg. 508 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The Facility Manager will notify the City of Santa Monica and obtain approval before any records are destroyed or deleted.
MAINTENANCE
SP+ personnel are responsible for maintenance and up-keep of all the City of Santa Monica Beach parking facility areas in accordance with our contract. Cleaning is done on a regularly scheduled basis, with special projects being done as necessary.
Repair and maintenance of the equipment associated with the upkeep of the facility is the responsibility of SP+ personnel. Inoperative equipment is checked to determine if neededrepairs can be made prior to calling outside service contractors.
Outside vendors may be used when necessary to repair and maintain equipment in the facilities.
Any repairs of a capital nature (over $2,000) will be sent to the City of Santa Monica with estimates for approval prior to undertaking the project, unless it is a dire emergency.
The Facility Manager will ensure preventive maintenance procedures are maintained on all equipment to insure longer life and lower regular maintenance costs.
SP+ will maintain the parking facilities as outlined below:
Regular sweeping and debris removal from the facility floors, driveways and sidewalks, with extra attention paid to problem areas as reported or when reasonably requested by the City of Santa Monica.
Maintenance of revenue control equipment
Annual floor striping and curb painting by request of the City of Santa Monica Routine maintenance of signs
Replacement of lights
Inspection and recharging of Fire Extinguishers
Cleaning windows, walls, and interiors of cashier booths Re-painting of cashier booths and bollards as needed or requested by the City of Santa Monica
Removal of graffiti or marking of the facility
TELEREV Daily Report of Business CONTROL
It will be the responsibility of the Project Manager to ensure all daily revenue is reported and entered in TELEREV in a timely manner. The office employee responsible for the reporting should make sure that the daily revenue report is provided not later than three (3) business days after the revenue is collected and by 4:00 p.m. Pacific Time.
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Packet Pg. 509 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
SECURITY
SP+ will cooperate with the security protocol identified in the RFP and contract. SP+ will work closely with the City’s representatives to control after hours exiting and other related matters (as instructed in writing by the City of Santa Monica).
After-Hours Open Lot Access
There is no after-hours parking access to the Beach facilities. The parking facilities at the Beach lots will remain closed until the starting of the next business day. Exits/gates at all locations will remain open. Santa Monica Harbor Patrol is responsible for the opening and closing of gates at the Beach Lots.
PERSONNEL
All personnel at the Beach Operations parking facilities will be employees of SP+. All potential employees will be screened by SP+. An employment application is completed by each prospective employee and all persons interested in employment must fill out a pre-employment honesty survey. All interviews for line-level employees are done by the on-site manager, with interviews for clerical or management positions being approved by the Senior Manager.
There is a 90-day probationary period for all new employees. At the conclusion of this period, the employee's job performance is discussed in confidence and a determination is made on whether or not they meet our criteria for continued employment beyond the probationary period.
All employees are paid by SP+, who is also responsible for making all payroll deductions and filing all required local, state and federal taxes.
It is SP+’s policy to grant promotions and pay increases on a "merit" basis. Raises are not given automatically, or on a routine basis, but rather only when an employee exhibits above average performance and the pay increase has been approved by the General Manager. Merit pay raises are typically given to hourly employees in January and to clerical and management staff in October.
An "open door" policy is maintained at SP+. This works to facilitate communication from employees at every level, and helps to better determine any needs that might affect the operation of the facility. All SP+ employees are expected to behave in a professional and courteous manner at all times.
All SP+ Corporate Office and Regional Office staffs, including Company officers, are available to assist the staff on all matters relating to the operation of the facility. All managers are on call 24 hours per day, seven days per week, to attend to the operation of the facility. Listed below, please note the Facility Manager's schedule:
Monday - Thursday Sunday
7:30 AM - 5:30 PM 7:30 AM – 5:30 PM
During the Facility Manager's vacation and in any emergency situation, the management of the Beach and Pier facilities will be covered by the Assistant Manager, the Operations Manager, or other personnel as approved by SP+.
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Packet Pg. 510 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The facilities are staffed and scheduled in such a manner as to ensure a smooth, efficient operation, regardless of the time of day or season of the year. To keep overtime at a minimum, part-time employees are utilized to the maximum extent possible.
All employees are required to follow the rules and regulations of SP+ as specified in the SP+ Employee Handbook. Each new employee receives and reads a copy of the SP+ Employee Handbook, and must sign a statement attesting to this fact. A copy of “The Requirements of All Employees” is also provided to each new employee. For positions such as cashiers, maintenance, and valet, manuals outlining specific job duties are provided.
Employees of SP+ are expected to behave in a professional and courteous manner. The employees represent not only SP+, but also the project. Any conduct to the contrary will be dealt with quickly and in a manner that is firm but fair.
The first violation of Company rules or policy, depending on the severity of the infraction, will typically be dealt with through a verbal warning. If the infraction is considered to be of a more severe nature or is a second offense, a written warning will be issued and placed in the employee’s file.
A third violation will result in a second written warning and a suspension of the employee. Any further violations will result in immediate termination. Offenses that warrant immediate termination are outlined on page 15 in the Employee Handbook.
UNIFORMS
Uniform Policy
Except for the Facility Manager and clerical staff, who dress in appropriate business attire, all employees are required to wear company-provided uniforms at all times during working hours.
Employees are not allowed to wear Company-provided uniforms when off-duty or away from work.
The design and colors of these uniforms are subject to change at the direction of City Office. A nametag will identify each individual as an employee of SP+. Uniforms are either rented from an outside uniform vendor or purchased based on quality, service and cost.
To ensure that all employees maintain an impeccable appearance, spare uniforms will be kept in the Facility Manager’s office in the event an employee’s uniform should become soiled or damaged during the performance of their job. Any employee not meeting the requirements of the uniform policy will not be allowed to clock - in, will receive the appropriate disciplinary action, and will not be allowed to return to work until all requirements as they relate to appearance and uniforms have been met.
Uniform Laundering
Employees are responsible of keeping the uniform in good and clean conditions.
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Packet Pg. 511 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Theft Deterrence
SP+ will use its best efforts to implement parking management policies that discourage crime in the Beach locations. SP+ employees will make reasonable efforts to investigate and log all short-term parkers (less than 5 minute tickets) leaving the facilities.
Cashiers will try to note the make of vehicle and general description of the driver, as well as make inquiries into the nature of business conducted at the facility; in an effort to assist management or the Police Department with any investigations of vandalism or auto theft.
EMERGENCY PROCEDURES
Vehicles Leaking Gasoline
The area around the car will be blocked off by SP+ personnel. Do not flush with water! This will spread the gasoline. An employee will be stationed near the area around the vehicle and pedestrian traffic will then be prevented from entering the area.
The Santa Monica Fire Department will be called.
Robbery
Each employee has specific instructions to follow in the event of a robbery as outlined in the Robbery Procedure Guidelines.
Theft of a Vehicle
In the event of a reported vehicle theft, the costumer will be directed to Santa Monica Police Department.
Auto Damage
No claims are to be accepted for damage to a vehicle unless obviously caused by a parking gate. SP+ personnel or Project Management will handle these claims and complete a damage report form. After the form is completed it will be directed to City Parking Office.
Fire
In the event of a fire at a facility, personnel on duty will immediately notify the Santa Monica Fire Department, then the Santa Monica Parking Office and then the SP+ Operations and Regional Managers. All pedestrians and all personnel will be evacuated from the immediate area to a safe area to be predetermined by SP+ and the Fire Department.
The facility entrance equipment will be turned off if possible and blocked with cones (fire department vehicles will be allowed to enter). All exit lanes will be opened by whatever means necessary (i.e. breaking gate arms or manually opening gates) to allow uninterrupted flow out of the facility.
The Facility Manager will meet the fire truck(s) at the entrance and direct them to the fire. Other employees will be stationed at the facility entrances to prevent any customers from entering the facilities. Fire extinguishers will only be used by SP+ employees if it is obviously safe to do so.
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Packet Pg. 512 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
On The Job Injuries
In the case of a work-related injury, the Facility Manager will first make sure the injured person is provided with immediate medical attention. Photographs will be taken, details pertinent to the injury will be recorded, and if possible, elimination of the cause will be undertaken. A written report will be forwarded to the City Office, Corporate Office and the Worker's Compensation Insurance carrier, relating to all details of the injury / accident.
Fall Downs or Personal Liability
The Facility Manager will be notified in order to handle the situation according to the following procedures. In the event of the Facility Manager's absence, the Cashier will complete the following procedures:
Page the Operations Manager and call the City Office;
Ask the injured person if they need medical assistance, calling an ambulance if necessary;
Make the injured person as comfortable as possible;
Have them explain, in their own words, exactly what happened; Complete an incident report and obtain the names and addresses of any witnesses; Photograph the area where the injury occurred and, if necessary, the injured party.
This information will be documented and forwarded to the City Office and SP+ Office for review.
The staff is instructed not to alter the condition of the accident scene without the SP+ Regional Manager's approval. The area will be blocked-off with traffic barriers or cones if conditions warrant. Once the scene is cleared, the SP+ Facility Manager will take pictures of the accident scene.
A first notice of injury will be sent to notify the insurance carrier of the situation. Our main responsibility is to obtain all information possible. SP+ personnel are instructed NEVER TO ADMIT ANY LIABILITY WHATSOEVER.
Safety Precautions
The Safety Precautions enumerated below are designated to acquaint you with the dangers inherent in the search, discovery and handling of suspected bombs, upon either notification of a bomb, or if you have other reason to suspect that a bomb exists in the facility.
While some of the following Safety Precautions may seem elementary, do not dismiss them as unimportant, nor take them for granted. Adequate knowledge of their precautionary provisions may save your life, the lives of your fellow employees, and the lives of the individual customers and visitors who frequent the Facility.
1. Do not use radio equipment to transmit messages.
2. Do not smoke
3. Do not accept the contents of any container as "bona fide", simply because it was delivered by routine means!
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Packet Pg. 513 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
4. Do not accept container markings and/or appearance as sole evidence of their contents, identification and legitimacy!
5. Do not touch a suspected bomb!
6. Do not shake, shock, or jar a suspected bomb!
7. Do not cover a suspected bomb!
8. Do not carry a suspected bomb!
9. Do not assume that a suspected bomb is of a specific (high explosive or incendiary) type!
10. Do not open any suspicious container or object!
11. Do not cut a string, cord, or wire on a suspicious container or object!
12. Do not remove the wrapper of suspicious container.
13. Do not unscrew the cover of a suspicious container or object.
14. Do not move the latch or hook on the cover of a suspicious container or object.
15. Do not raise or remove the cover of a suspicious container!
16. Do not change the position of a suspicious container or bottle!
17. Do not place a suspicious container or object into water.
ROBBERY PROCEDURES
Remember: Employee safety is worth more than any amount of money. DO NOT TRY TO RESIST.
In the event of any attempted robbery, always cooperate completely with the demands of the thief.
Remain calm and cooperative.
Follow the robber’s instructions. Give him the money if that’s what he wants. Do not resist in any way.
Mentally record as much information as possible about the robber. a) Race
b) Height and Weight
c) Approximate age
d) Hair and eye color
e) Facial Hair
f) Description of clothing
g) Tattoos or scars
h) Direction robber flees
i) Make/color of vehicle, if any
Only after you are sure the robber has left, call 9-1-1, your supervisor immediately.
Write down all details regarding the robbery while they are still fresh in your memory.
Follow instructions given by authorities. Do not touch any items or surfaces the robber may have touched.
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Packet Pg. 514 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Loss Control
Inspections of the facility will be made monthly by SP+. A report will then be submitted to the City Parking Office and will include all items contained on the Parking Facility Inspection Checklist.
Cash Handling and Auditing
SP+ Parking’s cash and revenue control and auditing procedures accurately identify actual daily transactions and sales and also protect and safeguard parking revenues.
These procedures (which can vary slightly for any given location depending upon the facility’s specific equipment and bookkeeper staffing) are summarized in the following paragraphs.
Cash Handling & Revenue Control Procedures
Revenue Collection
Cash Bank. A cash bank is issued to each cashier at the start of the shift. The cashier initials the bank inspection log, indicating receipt of the cash bank. At various times during the shift, the cashier deposits all cash in excess of $200 into a drop safe. The cashier places the excess cash in an envelope, notes on the envelope the amount of cash enclosed, seals and initials the envelope, and drops the envelope into the drop safe located in the cashier booth. At the end of the shift, the total revenue collected is recorded on the cashier report form, with an attached fee register computer tape identifying sales activity during the shift.
Bank Deposits. The manager collects all of the transient cash each day by retrieving the cashiers’ drop envelopes from the safes in the cashier booths. The manager then deposits those funds in the operating bank account. The deposit is usually made the same day but in any case no later than the next business day. For audit purposes, the bank sends a copy of the deposit receipt to the bookkeeper.
Cashier Reports. Each cashier prepares a daily report for each shift and each day of the week. This report contains the following information: beginning and ending ticket numbers; total tickets collected in each rate category (with dollar extensions reflecting the total dollars represented by those tickets); all non-cash tickets; lane number; revenue collection date; cashier’s name; shift revenue (as reported by the cashier); deposit amount (as counted and recorded by the cashier); and over/short amounts.
Bookkeeping
The cashier reports and parking tickets are reviewed by bookkeeping for accuracy. The bookkeeper verifies that the amount of the currency dropped matches the amount on the cashier report and the deposit acknowledgement received from the bank. The bookkeeper also
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Packet Pg. 515 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
verifies that the opening numbers on all meters match the closing numbers from the previous shift and that the number of metered entrances agrees with the amount of cash collected.
The shift totals from the cash register (fee computer) should match the sales recap total in the sales report, and the total number of transactions on the register tape should equal the total number of transactions on the cashier report.
The fee computers used by the cashiers record all sales, voids, and no-charge types of transactions, and shift totals are summarized by category and dollar/credit card sales. The bookkeeper prepares a daily sales report using the data from the fee computers, entrance/exit meter readings, and the cashier shift reports.
The daily sales report is a reconciliation of the total tickets issued to daily exits. The physical inventory, taken later in the evening, is used to reconcile the entrances to paid exits (all void and no-charge tickets are accounted for during this reconciliation process). Also a reconciliation of total revenue by lane as compared to cash dropped is shown, with a summary of taxable units, parking tax and net parking revenue for the day.
An ingress/egress report measures vehicle activity by comparing tickets issued and corrected to various meters at the entrance and exit lanes. Some non-standard transactions are anticipated, such as parking by approved personnel while on specific business for the facility. These nocharge transactions are identified and verified from a pre-approved authorization list and verified as valid by the bookkeeper during the daily ticket audit and review.
Should the bookkeeper be unable to identify or verify a certain ticket, the bookkeeper must procure an acceptable explanation from supervisory personnel before that day's audit review can be completed.
If unexplained discrepancies of any kind are discovered, the bookkeeper notifies the facility manager and the regional comptroller, who investigate and take necessary corrective actions (including employee disciplinary action, if warranted).
Expenses: Accounts Payable
Initial Approval—Facility Manager. Our Facility Manager is required to review and approve each and every invoice prior to payment. In doing so, the Facility Manager verifies that the service has been rendered or that the goods have been received, and that the expenditure is within the approved operating budget. Approved invoices are then forwarded to the bookkeeper, who prepares the checks and forwards them to our Senior Manager for further review.
Second Approval—Senior Manager. Upon receipt, our Senior Manager reviews the approved invoices and the checks. If our Senior Manager has any questions or concerns relative to any invoice, the Facility Manager will be contacted for further explanation and/or discussion before the Senior Manager signs off on payment.
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Packet Pg. 516 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Final Approval—Corporate Officer. The checks themselves actually are signed by a corporate officer. This procedure not only provides yet an additional measure of protection and review, but also serves an important function in providing the officer with ongoing information regarding the parking facility’s financial performance.
These payment and review procedures result in our constant monitoring of cumulative, actual year-to-date expenses, allowing us to anticipate potential expense variances from the operating budget at the earliest practicable time.
Reconciliation of Parking Facility Revenue Data to Financial Statement Data Each day’s parking activity goes through a series of checks and balances designed to ensure the integrity of the revenue collection process. The key to SP+’s system is the controlling, recording and balancing of tickets, revenue and vehicle counts as recorded by revenue control equipment.
No longer is this limited to manual processes, at least not at SP+-operated facilities. Through advances in revenue control technology, SP+ Parking utilizes online software to monitor and control revenue reporting, facility counts, card access account data, and license plate inventories.
Using SP Plus Corporation’s advanced systems and procedures provides local management with the tools necessary to perform this check and balance process faster and more accurately than ever before. These systems, procedures and SP+’s required documentation provide our corporate-based audit department with the information necessary to perform detailed audits of the entire process both on location and remotely.
SP+ utilizes a series of cross-referenced procedures and reports which detail all revenue and tie revenue transactions back to individual tickets. With strong ticket control procedures in place, revenue control becomes an issue of first applying and collecting the proper rate and second, balancing cash received and deposited to the transaction record that is generated from register tapes. Specific procedures and checkpoints for each major type of revenue generation and collection activity are outlined below.
Daily Shift Reports: Cashiers collect time-coded, sequentially numbered tickets from customers. Fee computers gather data from the ticket, determine the proper fee and record both on register journal tapes. Each cashier’s shift report summarizes revenue of all transient transactions and ensures that revenue collected ties to cashier tapes.
Daily Master Reports: Clerical support and/or local management ties revenue collected to cashier tapes for each cashier shift. These reports balance tickets and car counts in order to summarize and balance a full day’s activity.
Daily Revenue Summary Reports: Clerical support and/or local management document all types of revenue generating activities including credit card charges and payments on account in order to reconcile cash deposits to the day’s activities. Full day tickets and car count activity is recorded and reconciled on these reports as well. This allows for
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Packet Pg. 517 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
daily reviews by management and audit checks of all elements of the revenue control process (i.e., tickets, revenue, vehicle counts and overnight inventory) on a single report.
Cash Management Practices: Along with proper accounting procedures and controls, a critical element of revenue control is establishing and maintaining sound cash management practices. Such practices minimize the risks of theft or fraud. SP+’s cash management policies and procedures reduce the handling of cash and speed the transfer of funds from collection point to a local site control to secure central banks.
SP+’s revenue control, accounting and cash management practices minimize the risk of fraud at all levels, provide a complete audit trail, and enable maximum control. With SP+’s revenue control system, top line revenue can be tracked from corporate reports to clients and all the way back to individual transactions at the location.
Bar-Coded Laser Audits
Decals on the windshields of monthly parkers are bar-coded, which allows us to scan each decal with a laser gun and feed the information into a hand-held computer. Using this technology, we automatically compare the scanned information to the current billing database, quickly producing an exception report identifying vehicles not on the current billing list. This technology reduces floor audit times by 90% and significantly increases auditing accuracy.
T-Recs®
Our Daily Bank Deposit Reconciliation program, using our automated T-Recs® software1 , provides
assurances against theft and embezzlement, and eliminates the need to wait for monthly bank statements to reconcile bank deposit and location deposit data. The system uncovers bank errors and detects missing deposits, shorts, overages and late deposits within 2-5 days rather than the 30-45 day cycle attributable to conventional/manual deposit reconciliation methods.
This increase in efficiency reduces back office costs and in turn allows us to pass savings on to our clients.
The technology works by automatically matching revenue and bank deposits. Discrepancies are detected by our software and fed to a treasury analyst charged with resolving the issues.
Accounts are reconciled within the first business week of each month for the previous month’s business.
Financial Data
With all of SP+’s technological reconciliation programs in place, our clients can count on the integrity of our revenue collection process. In addition, our clients can easily access and download all of the detailed financial data through Client View®, our fully-secured Internet-based system.
1 T-Recs® is a registered trademark of Chesapeake System Solutions, Inc.
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Packet Pg. 518 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Credit Card Reconciliation
The reconciliation function verifies that funds for all authorized Visa, MasterCard, American Express, Discover and Diners Club transactions are received in the designated bank account at the end of the settlement process. The function also streamlines the credit card payment process by eliminating the need to use a separate credit card system for processing this payment type. The posting process is automated, resulting in enhanced organizational efficiency, fewer bills to send and a reduced need for back-end collection efforts.
Audit Procedures
Unlike many parking management companies, SP+ maintains an independent Internal Audit Department that reports to the company’s Audit Committee. This direct and independent reporting line ensures the integrity and objectivity of facility audits by eliminating potential conflicts of interest inherent in audits conducted within the operations function itself. All required internal audits are administered under the supervision of the Director of Internal Audit.
The Internal Audit Department is also responsible for the company’s internal controls certification process required by the Sarbanes-Oxley Act. This work includes the documentation of all business processes, control design analysis, key control identification and ongoing testing of controls for operating effectiveness.
The Department oversees identification and testing of the Company’s entity-level controls including the Code of Ethics and other high-level controls that ensure the integrity of SP+’s business processes and financial statements.
Managing this process puts the Department in touch with every aspect of the business and assures our clients that their parking facilities are properly managed.
Internal Auditing Programs
SP+ Parking watches over client revenues and facilities more carefully than any other parking operator. Ensuring the integrity and objectivity of parking facility audits is critical to evaluating and improving the financial performance of client properties. SP+ accomplishes these objectives through an independent Internal Audit Department that reports directly to the company’s Chief Financial Officer. This direct reporting line eliminates the potential conflicts of interest inherent in audits conducted within the operations function.
SP+ Parking accomplishes these objectives through rigorous control programs and an independent Internal Audit Department that reports to the Audit Committee of the company’s Board of Directors. This direct reporting line eliminates the potential conflicts of interest inherent in audits conducted within the operations function.
Internal Audit Department staff members—including Certified Public Accountants and facility management experts—conduct audits that are performed either on a scheduled (but unannounced) basis or at the specific request of senior management. These audits cover a broad spectrum of operations including revenue controls, payroll procedures, accounts
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Packet Pg. 519 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
receivable, cash security, public and employee safety, customer service and facility appearance.
Our auditors are familiar with industry parking technology and its impact on revenue collection.
The conversion of manual cashier systems to pay-on-foot, pay-at-exit and pay-at-entry equipment, and the associated increase in credit, debit and smart card use, must be carefully monitored to reflect the complex mix of payment options.
Each facility audit, which produces recommendations to improve operations where necessary, is retained in a database for further analysis. The database provides an objective evaluation of manager performance and assists senior management in identifying areas that need improvement and additional training resources.
Audits are not considered final until all recommendations have been implemented successfully.
Moreover, a significant portion of the compensation payable to SP+’s management team is based on the audit scores achieved at their facilities.
Self-Audit
SP+ Parking requires all staffed locations to be self-audited once a year by field managers. A formal Survey of Operations Report is completed by the facility manager and retained for reference at each facility. A subsequent formal internal audit by our Internal Audit Department includes a review of this Survey for completeness and consistency with current operations.
Regional Office Audits
There are many business transactions conducted at our regional offices involving accounts payable, accounts receivable and payroll that have a direct impact on facility operations. Audits of these offices are also stored in a database to ensure that all aspects of a facility’s operation are being monitored for compliance with company policies and procedures.
Unannounced Audit Department Audits
Our Internal Audit Department staff conducts regular internal audits of our facilities. They may be performed either on a scheduled-but unannounced-basis or at the specific request of senior management. These audits cover a broad spectrum of operations including revenue controls, accounts payable, payroll procedures, accounts receivable, cash security, public and employee safety, customer service and facility appearance.
For larger, new projects, “start-up” audits are performed within the first month of operation. The results of unannounced field audits are shared as a matter of policy with the property owners.
After visiting the site and preparing its specific audit report, complete with ratings and recommendations, our Internal Audit Department staff reviews the report with our regional and senior managers, who must formally respond to the reports and agree upon firm implementation dates for any recommendations the audit report may contain.
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Packet Pg. 520 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Our audit team later will verify implementation of all such recommendations. Final reports are submitted to senior management and placed in the company's audit database. This independent and thorough internal auditing process assures our clients of optimal facility performance and maximized parking revenues.
Contract Compliance
SP+ Parking’s auditing group has a specialized contract compliance component that ensures that all facility accounting is properly plugged into our financial reporting system. Compliance personnel also monitor the client reporting accountants to ensure that the monthly client statements are accurate and reconciled with the company’s general ledger system.
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Packet Pg. 521 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Facility Operating Recommendations
Our recommendations are based upon our ongoing inspections of the subject parking facilities, our familiarity with the Santa Monica parking market (and the surrounding areas) and our mission to maximize the City’s value and facility image attributes through excellence in management services and the application of creativity and innovation—Excellence in Execution® .
We anticipate sitting down with the City to discuss these recommendations and any associated costs in greater detail, with a view to adopting a final operating plan containing such components as the City may select in order to achieve targeted goals within applicable budgetary constraints.
NEW COLLECTION VEHICLE LEADS TO REDUCED STAFFING
SP+’s’ analysis of the collection methods after the recent DataPark installation suggested that further synergies and increased security could be achieved with the introduction of a Collection Vehicle. The existing collection structure provides for two (2) foot-teams of two (2), for a total of four (4) employees, six (6) hours per day, seven (7) days per week.
The introduction of a Collection Vehicle reduces the labor needed to three (3) bodies, six (6) hours per day, seven (7) hours per week. The elimination of one Full-Time Employee position with benefits equates to roughly $38,000 annually, which would be offset by roughly $8,000 in gas and insurance coverage.
As part of SP+’s commitment to the C-SAM initiative, our model includes a new, customized 2015 Nissan NV 200 cargo van to secure the City’s structure revenue. SP+ assumes ALL cost for the vehicle purchase which is provided for use on the City contract for the life of the base term, as well as any future extensions.
NEW PROPRIETARY TECHNOLOGY (C-SAM)
SP+ takes pride in being the premier customer service-focused provider in the parking industry.
Customer Service is a fundamental element of any service industry, but especially so in such a dynamic environment that often serves as the first and last impression for a consumer.
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Packet Pg. 522 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The hallmark of any successful business relationship is transparency. In the same vein, with the progression of technology, SP+ felt it necessary to invest in developing tools and platforms to give our clients increased functionality and visibility into our operations for the sake of accountability.
The SP+ Customer Service and Accountability Model (C-SAM; described below) takes these factors into consideration while providing the City of Santa Monica the necessary tools to monitor key performance matrices ensuring the standards of the City; while providing relevant data sets for analysis.
The Customer Service Accountability Model (C-SAM) is the first of its kind in the off-street parking environment. Utilizing off-the-shelf, reliable, proven technology from other sectors, SP+ and its technology partner, OSSI, have repurposed the technology to serve as an accountability tool for the City of Santa Monica to better manage its contract and serve its constituents.
The C-SAM is a proprietary development of SP+ and OSSI. The solution is provided as part of our service and there is no line-item or chargeback to the City of Santa Monica for this program.
Platform highlights include:
Real-time GPS tracking for all Downtown Structure personnel, as well as historical recall for verification and research
Geographical and corridor fencing to ensure compliance with approved staffing deployment
Comprehensive work order platform
o Automatic geo-locating issue assignment
o Response time tracking, resolution time tracking
o Automatic issue escalation based on time limits
o Work order queuing based on employee classification
o Sharable platform with all other partners like DTSM for maintenance needs, and graffiti or safety hazards.
Web-based platform for easy access by City Administrators Command Center touch-screen interface for ease of use and rapid information entry Upgrading the Existing intercom modules to record all equipment call buttons Data-Warehousing and Analytics
The key to any technology is making it easy to use, useful, allowing a more efficient allocation of resources. The C-SAM accomplishes all of these requisites!
DATA CAPTURE AND ANALYSIS
The Structures operation is an ideal scenario for data capture and analysis. The SP+ C-SAM solution makes quantifying responsiveness possible while gathering data into a manageable, usable single-source platform for work orders and relevant maintenance event-logs.
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Packet Pg. 523 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The most applicable customer service staffing models in a full-automated scenario, like that of the Structures portion of the City’s operation, it is essentially a zone defense. The allocation of resources is critical to serving the best interests of the patrons while remaining fiscally responsible in light of the considerable Parking and Revenue Control System (PARCS) infrastructure investment the City has made.
There are 87 intercom units associated with the DataPark equipment currently ringing to the central command center in Structure 5. On average, the SP+ Command Center Team fields roughly 1,000 inbound calls per day. The initial DataPark equipment installation did not provide for inbound intercom call recording. SP+’s C-SAM solution includes upgrading the existing intercom module to enable three-channel intercom call recording. SP+ believes this a valuable asset to the City of Santa Monica from a training and accountability perspective to monitor our interactions as the City sees fit. The upgrade is a no cost, value-add for the City.
The existing protocol has command center agents fielding these intercom calls and relaying requests for service to the field team. The effort is often hindered by spotty radio communication and gaps in service for some areas of the operation. In addition, personnel tracking as to which employee is occupied by what issue can become cumbersome during high volume traffic instances like weekends and daily work ingress and egress.
The SP+ C-SAM solution takes the identification of the proper responding party, as well as the task completion follow-up, out of the hand of the command center staff so they can stay focused on the needs and of the customer for which they are currently interacting.
The C-SAM solution provides an intuitive graphic interface touch-screen allowing the command center staff to input a work order in less time than a traditional radio call for field service on a tablet. The intelligent system assigns the work order by the closest available responder, by employee type and call classification, allowing an appropriate hierarchy for response.
The system then starts an internal tracking time to respond to the equipment column associated with the intercom call. The response time stays active until the responding filed-team member scans the geo tag associated with the work order, which is attached to the intercom equipment.
After the worker order has been resolved, the responding agent closes the work order providing two-tiered tracking monitoring response and resolution times. The system has a multitude of safeguards built in with automatic escalation to other team members and managers for work orders that have not been closed out in a pre-defined time limit.
The proprietary SP+ C-SAM model not only holds the City’s contract personnel accountable, it yields considerable amounts of data for analytics. Customer-facing dashboard portals are created for quick views of average response time and the amount of work orders created, as well as access to database on historical work orders for research. All data fields are query searchable by any number of qualifiers such as a particular piece of equipment, a classification of equipment, an individual employee or employee class, by facility, and a multitude of qualifiers.
C-SAM also lets you know where your personnel are right now, as well as where they have been their entire shift. The bread-crumbing application allows for historical access of routes and
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Packet Pg. 524 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
geo-coordinates of personnel. It provides geo-fencing and corridor-fencing alerting the management staff if someone is outside their designated areas. The intelligent system knows who is available and who isn’t based on existing assignments and workflow queues while providing supervisors and mangers a bird’s eye view of the entire Structures operations allowing for the most efficient resource allocation and accountability in any off-street parking application in existence!
C-SAM is a sharable work order platform allowing the City, its designated partners like Macerich and Downtown Santa Monica, to interface in real time. System functionality allows field personnel to enter in work orders, as well as when they come across them. An example might be a fresh graffiti-tag or a particular maintenance need not covered under the parking contract.
A Parking ambassador can enter in the work order with pictures and instructions. C-SAM automatically routes and notifies the responsible party, eliminating a sometimes arduous notification process; thereby allowing issues to be resolved in much more expedient manner.
For a stakeholder such as Macerich, it allows viewable tracking of responses and resolution notification. Thus, allowing their management team transparent access into all communications between departments and SP+.
SO WHAT CAN THE C-SAM DATA BE USED FOR?
Our initial design centers on accountability and providing meaningful metrics. In many ways it centralizes the data management of the operation. All actions and personnel are logged appropriately allowing for an unbiased assessment of staffing, responsiveness and historical information on parts, repairs and resolution.
What is the appropriate response time? What is the appropriate resolution time? It is difficult to assess these questions until we have quantifiable data and fully understand where the current operation is at this given point in time. The implications of the data analysis and application of the metrics will have a wide-reaching IMPACT on how the City conducts business. The C-SAM solution provides the City and SP+ new avenues for adaptive management practices based on reliable data.
The solution is as simple as it is elegant. C-SAM does not inhibit workflow, but rather enables the streamlining of resources with seamless integration into the existing intricacies of day-to-day operations. The design is purposeful with an ease of use that is intuitive from the user and analyzer’s perspective.
SP+ and OSSI are eager to share C-SAM with the City and the Evaluation Panel and demonstrate its capabilities if given the opportunity for a formal presentation.
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Packet Pg. 525 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Facility Maintenance / Observe, Report and Maintain
Parking Structures 1 through 6 and 9
These facilities are located throughout Downtown, on 2nd and 4th Streets between or near Wilshire and Broadway. Downtown Santa Monica, Inc., a Business Improvement District (BID), has a high degree of involvement in these parking structures, including the management of an advertising program within the structures, an ambassador program for restroom facilities, and delivers specific maintenance services. The BID is responsible for daily cleaning of the structures, including:
Clean restrooms
Sweep, mop, and wipe down all stairwells and landing areas Conduct pan and broom maintenance
Document maintenance issues for reporting to the Contractor Remove, or paint graffiti
Remove debris as needed
Pull trash and replace trash bags on each level of parking structures and wipe down cans
Wipe down interior signage of structure as well as fire and electrical boxes Clean up spills as needed
Power washing of structures
At SP+, proper maintenance protocol and service means cleanliness and attention to detail.
Working through the reporting hierarchy with Downtown Santa Monica, Inc., our front-line staff members will conduct regular site inspections and assist our Project Manager, Angel Diaz, CAPP, and our Structures Facility Manager, Guadalupe Calderon, in reporting directly to Downtown Santa Monica as it pertains to the Structures.
In addition, our front-line team will support Beach and Pier Facility Manager, Eduardo Sanchez, in identifying needed services and proposals covering a wide range of ancillary maintenance services for the Beach and Pier Lots in accordance with our responsibilities with those operations.
A subjective condition-assessment-evaluation with City officials from time to time will establish a common goal for SP+ to custom-design a program to meet the needs of each individual parking facility. Service frequencies, intervals and sequencing will be set to optimize equipment efficiency, the maintenance budget and service results.
This unique approach allows scheduled service to be more closely aligned, setting the stage for the full array of required services to meet goals set during the self-assessment for cleanliness and customer experience. This methodology puts ‘custom’ back into customer and delivers service with a purpose.
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Packet Pg. 526 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
With respect to the requirements listed in the RFP, SP+ has provided for maintenance positions, personnel and equipment in our financial pro forma, to self-perform and control the outcome of relevant services. These employees will work in staggered shifts in order to perform the required work efficiently and productively.
Where We Shine
SP+ can sub-contract for, and in fact offers through SP+ Maintenance, a service line of our Company, a complete line of preventative and restorative services to keep our managed parking facilities and surface lots in clean and safe conditions. For example:
Power sweeping: Utilizing top of the line Night Hawk Sweeper, our highly skilled crew is able to provide concrete and asphalt sweeping services on surface lots that will not only improve the appearance of your facility, but will also help to prolong the life of the surface lots. SP+ also provides deep sweeping in parking garages with the NilfiskAdvance CS7000 industrial sweeping equipment, designed to recover fine grit, sand and pebbles pavement from the toughest environments.
Power scrubbing: Dual mode operation on the Nilfisk-Advance CS7000 will remove grime, dirt, grease, gum, fight oil and grease stains while brightening parking stall lines and painted parking surfaces.
Pressure washing: Pressure washing will help to ensure the life and appearance of your facility by washing away any damaging or corrosive agents that may accumulate over time. All services are in full compliance of federal, state, county and local environmental laws, regulations and guidelines. SP+ standard pressure washing equipment reclaims, filters, recycles and reuses the same water during the same service call. When compared to traditional pressure washing services water consumption is reduced by over 80%, results are superior and practices are compliant with environmental requirements.
Parking space restriping: Our seasoned striping crew is able to restripe and repaint your location, and will adhere to all government codes and guidelines.
Graffiti removal and painting: Graffiti creates an unsightly appearance in your facility; our crew of highly trained professionals will be work to return your facility to your exacting standards.
Gum removal: With SP+’s newest recurring service your sidewalks, ramps, entranceways, bus stops and parking facilities will be free of the dark, ugly and unhealthy gum stains.
Overhead pipe cleaning and Facility Maintenance: Initial cleaning of all soot, grime and common dust from pipe drains, fire standpipe, light fixtures and electrical conduit.
Preventive maintenance programs are available.
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Packet Pg. 527 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
General Housekeeping Service: including litter control, sweeping, washing floors, window cleaning, mopping, elevator interiors, stair towers, office cleaning, restroom cleaning, public areas, minor painting, cleaning and preventive maintenance of parking control equipment and other services.
Concrete and Asphalt Repairs - We develop and implement pavement management plans that include routine inspections and ongoing preventative maintenance and repair protocols. Additional services include installing speed bumps and making curb cuts for ADA-approved ramps. For sidewalks, access ramps, curbs and other concrete surfaces, and asphalt surfaces requiring seal coating or repair, property owners rely on the professional expertise of SP+ Maintenance.
Daily Facility Inspection Checklist - There are several tools to ensuring proper maintenance protocol in the off-street facilities, generally and on a site-specific basis, including specific forms. The Facility Checklist below can be used to perform Daily Facility and Operations Inspections at the various off-street facilities throughout the City’s portfolio (as applicable). All items requiring action will be immediately addressed and documented by the Contract Manager. The completed checklist will be stamped via time clock to document the inspection date.
Rating Evaluations: S=Satisfactory U=Unsatisfactory N=Not Applicable Equipment Review
1. Is all parking equipment locked (gates, ticket dispenses, meter boxes, auto-cashiers, etc.)?
2. Do cashiers have limited access to equipment keys?
3. Are gates working properly? Are the arms horizontal and do they have protective padding?
4. Are the fee displays working properly and are they viewable to customers?
5. Is the fee computer and validator working properly?
6. Is the time synchronized between the fee computer, time clocks and ticket dispensers?
7. Are the ticket dispensers and fee computers armed?
Appearance
1. Is the facility clean and free of trash, dangerous oil spots, especially at the entrance and exits?
2. Are employees in uniform, including name badges?
3. Are all lights working in the facility?
Safety
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Packet Pg. 528 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
1. Are cashier booths, storage rooms, and the facility office kept locked?
2. Are there any unsafe conditions in the facility that put customers’ or employees' safety in jeopardy, i.e. exposed electrical wires, trip hazards, falling concrete, etc?
Monthly Revenues
1. For key card systems, is the anti-pass-back features enabled?
2. For key card systems, are daily card activity reports reviewed for passback violations or other irregularities?
3. Are the key card readers armed at the entrances and exits?
4. For hangtag locations, do all parked vehicles display valid hangtags?
5. Are monthly card audits being performed?
6. Are accounts receivable past due balances reasonably current? Transient Revenue Control
1. Are there exit counters (meters) on each exit device: card reader, fee computer arming loop, exit gate/ exit gate closing loop?
2. Are exit counters working and being recorded properly?
3. Are non-resettable counters being recorded and tracked to verify sequential numbers from shift to shift or close of business to the opening of business the next day?
4. Are the correct revenue reports being used and completed properly?
5. Are ticket-to-tape audits being conducted weekly for cleared transactions?
6. Are lost ticket forms being used?
7. Are opening and closing car inventories being recorded and used on lines 70 and 76 of the PT-70 (AS400 Input Form)?
8. Are non-revenue tickets being checked for validity?
Daily Logs: Are the following daily logs being kept?
Managers Log
Ticket loading Log
Ticket Re-computation Log
Cash Over/Short Log
Over-ring/Under-ring Log
Surprise Cash Count Log
Customer Short (Balance Due) Log
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Packet Pg. 529 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Payroll
Has payroll been audited recently to ensure there are no “ghost” employees?
Is payroll within budget and are overtime hours justified? Completed By: _________________________ Facility Number: ______________ Facility Manager: _______________________ TIME/DATE STAMP ONLY:
Prioritization of Action: U1=Immediate U2=Within 48 Hours U3=Within 1 Week U4=Action Plan
Recurring Cleaning Program
SP+ Maintenance proposes a comprehensive recurring cleaning program at the facilities, consistent with the services defined in the RFP. This program is built on a foundation that aligns and sequences specific services to optimize the net result of surface cleaning and issues that result over time, and incorporates additional spot-cleaning while being compliant with environmental laws, ordinances and regulations.
The services that comprise this program are familiar to garage operators and property managers alike; however, our approach changes the service delivery model, which then minimizes potential interruption of daily operations, reduces large service ‘events’, and carries the objective of keeping the City’s parking facilities in a perpetually clean state.
Variables such as weather conditions, occupancy, and traffic will influence the conditions of the parking facilities on a day-to-day basis. Our program is designed to adapt to changing conditions, and focuses on areas requiring a higher degree of attention - without significant disruptions to the operation.
Daily Trash Collection
Trash collection will occur through at the parking facilities during operating hours. Our staff members will tour the facilities to check trash cans, and they will collect debris on parking deck surfaces. NOTE: construction debris, if applicable, will be the responsibility of relevant contractors, and is considered out of scope for this response.
This important activity sets the stage for the recurring power sweeping services to be performed during overnight hours. Large debris present in the facilities will impede the rotating brushes and cylindrical brooms on the industrial sweeping equipment. When the facilities are free of large debris, the sweeping operation runs more efficiently.
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Packet Pg. 530 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Cleaning near Elevators and Stairwells
SP+ Maintenance recommends a three (3) service approach to keep floors in common pedestrian areas clear of spills, gum and accumulated dirt. The program begins with lightly soapy water on all concrete stairs and landings in the stair wells. The next level of service incorporates power scrubbing with cold water, and light detergent with an Advance SC750 or SC800 walk-behind scrubber. Lastly, on a frequency of every 4-6 weeks, steam cleaning equipment will be used to remove difficult gum spots or stains from beverages leaking from trash receptacles.
The service for cleaning the stairwells and elevator landings will be per the specifications in the RFP. From January through late March, the frequency of mopping and scrubbing will be increased to keep the facility in presentable condition as winter conditions tend to track more dirt into parking facilities.
SP+ Maintenance may utilize a rechargeable, battery-operated walk behind Advance SC750 or SC800 scrubber for landings leading to stairwells, near elevator doors and behind bollards along pedestrian cross-walks. This equipment has been selected for its versatility, cleaning yield and ease of operation.
Hand Rails, Door Surfaces and Wipe Down of Surfaces
As needed, SP+ Maintenance will wipe down door handles, push bars or outer elevator doors and service buttons with disinfectant, all-purpose cleaner or stainless steel cleaner (as needed).
Disposable paper towels will be utilized in lieu of laundering facilities. Sample SDS for cleaning solutions are available for inspection at the request of the City.
The wipe-down of surfaces in parking structures includes garage signs reached without the aid of a ladder, periodically wiped down to remove dust, dirt and other accumulated particles. This wipe-down service will include any fire extinguisher boxes or fire hose boxes, revenue control equipment, gates and the tops of bollards. Any flat surfaces adjacent to the openings on trash receptacles will be wiped down with a lemon disinfectant after the trash is changed.
SP+ will report any damaged surfaces, receptacles, signs, railings or other fixtures to the City and/or parking operations management team. Cleaning and wipe down services on damaged items may be suspended (with approval from the City) until repaired.
We dispose of all sweeping waste only at approved disposal sites. From recycling to submitting paperless reports to seeking out local suppliers and alternative fuels, we work hard to reduce our carbon footprint.
We acknowledge the need to cover any graffiti within 24 hours, and hereby commit to monitor, inspect, and report graffiti in accordance with the Contract, our Maintenance Standards and Maintenance Schedule respectively. Specialty steam cleaning equipment has proven to be effective in the removal of gum and graffiti; however, large areas of graffiti may require repainting with matching colors and finishes.
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Packet Pg. 531 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Our staffing schedule enables us to address these tasks on a routine basis. Moreover, our rigorous housekeeping and maintenance standards are incorporated into detailed inspection checklists customized to the specific requirements of each parking facility. We always bear in mind that attention to the less obvious details of facility maintenance can make a dramatic impact in creating inviting, user-friendly environments. We make our parking properties shine by attending to little touches such as entrance landscaping, flower boxes and crisply painted directional arrows, as well as spring and fall cleanups and regular debris removal.
We hereby acknowledge the importance of the requirements set forth in the RFP (relative to the City’s maintenance expectations), and commit to monitor, inspect, and maintain the parking facilities in strict accordance with the Maintenance Standards and Maintenance Schedule respectively. We have budgeted accordingly.
Inventory of Lighting Assets
SP+ Municipal Services understands it will be assuming responsibility for maintaining existing City assets, including perhaps lighting, fixtures, hardware and related equipment. As our first order of business, it is suggested that an inventory of lighting assets be taken prior to, or immediately upon the commencement of our management services agreement. Tasks shall include the following:
Carefully planned infrastructure investment can maximize the economic potential and visual attractiveness of the facilities for the benefit of the community; Locate any/all burned out bulbs
Identify relevant third party vendors that will provide lighting repair services to the City; Subject to City approval, our Contract Manager and Senior Manager will contact these vendors to let them know our firm will be assuming responsibility for maintaining the City’s parking facilities and lighting components in a front-line capacity. We will ask to set up a meeting with each vendor and their representatives, and invite the City to join us if it cares to do so.
Long Term Viability of the Facilities
SP+ Municipal Services understands the critical observe and report functions we assume as the City’s Parking Management Partner and the important role we play in helping to facilitate repairs and major capital improvement projects on behalf of the City.
We acknowledge the importance of these requirements, and commit to the City that we will monitor, inspect, maintain and clean the parking facilities in strict adherence with the RFP and approved Maintenance Standards and Schedules respectively.
We will rely on our keen understanding of parking facility aging behavior and the standards and practices which are required to ensure the long term viability of parking assets while administering our plan.
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Packet Pg. 532 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Good infrastructure management and investment are needed to ensure basic health and safety for citizens at public parking facilities;
Carefully planned infrastructure investment can maximize the economic potential and visual attractiveness of the facilities for the benefit of the community; Prudent management of the parking facilities and investments in maintaining the facilities today can reduce future operating costs and help avoid higher replacement costs and unexpected crises in the future; and,
A more systematic approach to multi-year financial and capital planning can also benefit the facilities and the community by improving the basis for lower-cost financing and access to federal or state grants/funding.
Our Financial Commitment to Making Capital Improvements We understand there may be limited budgets to achieve some of these recommendations, and can phase in our recommendations over time, or even advance the capital required to make such enhancements as may be appropriate with the City’s long range planning.
Our firm has a proven track record of enhancing parking assets in world-class cities. We also have the creativity and financial wherewithal to work with large sets of stakeholders in and outside governmental agencies to develop efficient and effective methods of purchasing new equipment, investing in capital projects, and/or enhancing existing City programs; especially those of a sensitive nature. We are fully prepared to invest capital in upgrading the City’s offstreet facilities, as the City deems appropriate, subject to the mutual approval of both parties.
Revenue Control Equipment
The choices facing municipalities today are much more complex in terms of pricing and constituent satisfaction as it relates to revenue control and the selection of hardware and software. We view as a significant part of our job, providing our municipal clients with various options and scenarios that weigh all of the desired constituent outcomes against the cost elasticity of providing them. In our view, this type of analysis is not static; rather, it evolves continuously based on the cost variables of an ever-changing marketplace. Thus, we commit to provide analysis and recommendations to the City of Santa Monica on an ongoing basis Experts with Cutting-Edge Parking Equipment – We do not manufacture or distribute revenue control devices, nor do we write our own software programs. We are not “married” to particular manufacturers or providers of hardware and software in the narrowly focused market segment of parking equipment and back-office technology solutions. Thus, we have no vested interest in selling a specific product; rather, our interest is in selecting the best products on behalf of our clients, and managing them to their best effect, without prejudice.
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Packet Pg. 533 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Experience with Multiple Systems
Having been a leader and innovator in the parking industry for over eighty-five (85) years, SP+ has experience with most major revenue control hardware and software configurations in use today. This includes the existing Data Park and Digital Payment Technologies equipment found within the City of Santa Monica parking portfolio. We also have a great deal of experience in the selection, planning and installation of revenue control systems. Thus, if the City elects to purchase additional equipment in the future we can be instrumental in assisting the City in that endeavor. Details follow below.
Experience in Technical Specification Development
Through our technical service arm, we have been providing our clients with technical specifications and engineering support services to meet their diverse needs. Our technical staff has consulted with our clients on a wide range of revenue control issues from complex multiphased analysis of available systems, to very specific detailed specifications for competitive processes.
Moreover, given our position as a major purchaser and user of revenue control systems, we’re able to procure systems at significant discounts and pass those savings along to our clients. As your parking operator, we would provide project supervision and oversee all aspects of any equipment installation, subject to additional arrangements and specifics required by the City.
Ongoing Technical Support
Our technical service group is trained in the repair and maintenance of revenue control equipment and serves our field operations across the country. We utilize this specialized group for higher-level equipment repairs and maintenance. Regardless, our on-site management staff is often able to troubleshoot technical problems before having to call in outside service. This technical support has resulted in cost savings to our clients, and perhaps the City of Santa Monica can save additional money in servicing its existing equipment.
We are also able to provide a high level of training to the field, allowing our on-site personnel to complete many of the minor repairs and preventive maintenance required in our facilities. It is important to note that basic maintenance agreements with the installers of such systems are recommended, as there will always be situations (especially with electronics) in which equipment professionals will need to be involved with a specific repair.
Our on-site maintenance personnel can perform equipment maintenance functions such as:
cleaning of the print heads, lubrication of the cutter blades, adjusting of the belts, blowing out microscopic debris from the moving parts weekly and other routine tasks, which will decrease the frequency of visits required by third party equipment technicians.
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Packet Pg. 534 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Staffing Service Plan: Evaluators will consider the quality, comprehensiveness, and feasibility of the proposer’s plan for staffing, management personnel, and training.
Evaluators will consider the quality, comprehensiveness, and feasibility of the proposer’s staffing plan for special event and peak parking demand periods. The proposer is expected to employ professional, well-trained staff, including qualified and trained supervisors, attendants, cashiers, checkers, cleaners, clerks, security and others to assure a high standard of service to fulfill its obligations under the agreement.
Our hand-picked, front-line management team and associated personnel In this case we will utilize Angel Diaz, CAPP, Senior Manager (Project Manager), our two (2) highly qualified Facility Managers for the Structures and Beaches respectively (Guadalupe Calderon and Eduardo Sanchez), Tim Downey, Vice President of Municipal Operations, and Dave Kilfoyle, Senior Vice President of Operations; each of whom is personally and professionally committed to provide the service levels and operational excellence the City of Santa Monica strives for, and its community expects. These highly qualified individuals, each with years of experience in municipal and event-based operations, are fully supported in their respective capacities by our local team members (all bios referenced herein) and our corporate support office, administrative departments, associated personnel and Municipal Subject Matter Experts.
Our Santa Monica team has unlimited Company resources and qualified team members to succeed, and the City will be able to tap everything it could envision for its evolving and expanding off-street parking program(s).
Our Commitment to Diversity
SP+ is an equal opportunity employer and does not discriminate against any individual in hiring or employment because of race, creed, color, ancestry, gender, sexual orientation, marital status, religion, national origin, age, disability, veteran status, or any other legally protected status as defined by applicable laws.
Employment opportunities at SP+ are based on non-discriminatory factors such as job qualifications, quality of work, prior job performance, attendance and length of service. SP+ will not retaliate against anyone in any manner for exercising rights under this policy.
Equal Opportunity Employer
SP+ Municipal Services is committed to the goal of equal and representative opportunities for minorities and women. The Company’s philosophy with respect to the quality management of parking facilities is based upon prudent business principles, combined with a creative and flexible view of opportunities.
Our day-to-day challenge in operating our clients’ facilities is to provide and manage such locations with care and attention to detail that is unparalleled in the parking industry. Similarly high standards are also applied to our efforts related to equal opportunity and participation by Minority Business Enterprises (MBE) and Women Business Enterprises (WBE).
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Packet Pg. 535 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Women’s Advisory Form
SP+ recognizes that having a more diversified workforce at every level will create a more innovative and successful enterprise. Our goal is to support the organization in achieving meaningful gender diversity when every level of leadership, from facility manager and above, is more reflective of the gender mix of the entire company.
SP+ has created the Women’s Advisory Forum (WAF) which is dedicated to fostering growth, leadership and success for women in the company. The principal objective of the WAF is to advance an environment of inclusion that ensures that the most talented and innovative SP+ professionals have the necessary resources and opportunities to contribute to the company’s future growth. The WAF has established a robust plan to recruit a more diverse workforce, retain more female talent and encourage an executive level that addresses the sensitivity of gender stereotypes in the workplace.
Controlling Labor Costs: SP+ Municipal Services utilizes the Stromberg automated payroll system. This system allows our operations management teams to review up to date payroll information. Our managers are able to quickly assess staffing levels, attendance, and hours worked at their locations on a daily basis. In addition, our managers are trained to review staffing schedules at their locations on a weekly basis.
Adjustments to the staffing profile of a location are made according to anticipated needs.
Additionally, senior operations management review staffing levels and labor costs on a monthly basis and make adjustments as necessary. We place an intense focus on labor costs and understand that these costs represent a significant percentage of each location’s operating expenses. In order to provide a secondary expense control, our Internal Audit Department reviews all payroll and labor information as part of the internal audit process;
Go with the Flow: Our participation in the Go with the Flow traffic management program is an important flex-staffing initiative for the City. This Program’s main purpose is to provide sufficient staff to ensure a smooth flow of pedestrian and vehicular traffic entering and exiting the parking facilities on a daily basis, and during events, thereby avoiding traffic buildups within the structures and/or lots on contiguous public streets and sidewalks. Additional staff may be deployed during special events and peak traffic periods occurring during holidays and weekends. SP+ uses our SP+/GAMEDAY personnel throughout the nation for large scale events, including the NFL, MLB, and even the Olympic Games. This same team worked tirelessly to support the recent Super Bowl in the City of Phoenix, AZ.
Key Personnel & Organizational Chart
Please see Tab 3 Key Personnel, page 18 for our Key Personnel and Organizational Chart.
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Packet Pg. 536 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post -consumer recycled content paper.
Structures Staffing Plan
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Packet Pg. 537 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post -consumer recycled content paper.
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Packet Pg. 538 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post -consumer recycled content paper.
Santa Monica Beach Staffing Plan
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Packet Pg. 539 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post -consumer recycled content paper.
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Packet Pg. 540 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Event Experience: Experience with deploying parking plans for large volume seasonal and event based parking demands, including TV and Movie filming, high profile events (e.g. marathons, concerts, conventions), and seasonal beach visitors and tourist.
Our team members, enhanced with the support of our Event Logistics Subject Matter Experts at SP+ GAMEDAY (credentials referenced throughout this response), have extensive experience with event parking, traffic and pedestrian access management, and transportation services.
Our firm plans for and has the ability to foresee and mitigate traffic and parking issues before any disruption occurs. That’s key to these operations given how busy the City of Santa Monica is as a general rule, let alone during special events and evening and weekend activity.
As a holistic master parking and transportation planner, advisor and provider, SP+ GAMEDAY is the only A to Z General Contractor for all event and venue parking and transportation needs. Together, with and on behalf of City of Santa Monica, the SP+ team will create efficient traffic management plans, establishing communication with relevant agencies such as Santa Monica Police and Fire Departments, and the City’s traffic engineers, to ensure smooth operations on the front lines.
In fact, we anticipate working closely with the City (just as we do now) to coordinate all of the constituencies involved in the City’s large-scale event parking operations, from presenters, attendees, politicians, VIP’s and media, to employees and vendors, to transportation providers and law enforcement. Moreover, our operating systems and strategies reduce traffic congestion, carbon emissions and visitor stress on Downtown streets while increasing garage and lot revenues — and that’s a win-win outcome for everyone involved.
Traffic and Circulation: We combine proven success with scalable traffic control services that can be tailored to venues of all sizes, whether operating year-round or on a more limited, event-specific basis. Our expertise includes but is not limited to the following components: Vehicular Traffic Management, Pedestrian Traffic Management, WayFinding Signage Planning and Placement, Permit Management, Staffing Management, Maintenance of Traffic Device Plan, Online Booking for Parking and Transportation, Vehicle Screening, Management of Access Control Points, Communications and Sustainability Planning.
In short, we have the hands-on experience in Santa Monica to understand what traffic control components are required for events and operations of all sizes, the resources to ensure courteous staffing and appropriate placement, and proprietary tools to seamlessly facilitate revenue collections and vehicular movement. We have the expertise to bring all of these elements together for the City of Santa Monica to deliver a customer experience that’s second to none;
See comprehensive overview of Click and Park at the Cost Proposal Section;
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Packet Pg. 541 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Customer Service Plan: Evaluators will consider the quality, comprehensiveness, and feasibility of the proposer’s customer service plan. The proposer is expected to include performance standards and systems to ensure high quality customer service levels, including high peak parking demand periods.
Well trained, professionally attired and groomed frontline employees are the people most responsible for delivering excellent customer service.
Frontline Training, Right from the Start
Training new frontline employees—cashiers, valet attendants, maintenance workers and shuttle bus drivers—begins on the day of hire with an orientation session that, in addition to formally introducing the company to the employee, sets out the specific technical and customer service training programs the employee will be required to attend.
Orientation is promptly followed by technical skills training, which provides employees with the mentored, on-the-job learning experience needed to begin contributing to facility performance right from the start.
Employee Training / SP+ University™
Our reputation for excellence in customer service and on-site management starts with and is built on a comprehensive, award-winning training system. The process identifies and develops the skills and behaviors required to enable all of our employees to perform up to our stringent expectations. No other parking company places as high a premium on customer service enhancement and its positive linkage to a professional, in-house training department.
The National Parking Association’s Certified Parking Professional (CPP) [formerly Certified Parking Facility Manager (CPFM)] program establishes an industry-wide standard of parking operational knowledge that is accepted by all parking management companies. We lead the industry with the most CPP and CPFM managers of any parking company in the United States.
Tapping the Internet as a training resource, our in-house, web-based training system—SP+ University™—supplements formal classroom and frontline training programs.
Most importantly, we recognize that every location has unique, individual requirements for defining and carrying out operational excellence. To that end, we always consult with our clients to ensure that all operational expectations and location-specific needs are identified and addressed in the development of our training solutions.
Mastering the Three Keys to Customer Satisfaction
Within the first three months of employment comes the enhancement of customer service skills through our targeted Three Keys to Customer Satisfaction classroom-based training program.
Our reputation for outstanding customer service has been built on these formal training sessions that emphasize facility and employee appearance, constructive customer relations and positive resolution of customer inquiries and concerns.
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Packet Pg. 542 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Key #1—First Impressions: Facility and Employee Appearance. Employees learn the importance—both for themselves and the parking facility—of maintaining a well-groomed appearance. As the company’s classroom trainers point out, in just ten seconds a typical customer forms eleven distinct impressions about us and the service to be received.
Key #2—Successful Customer Interactions. Cashiers, valet attendants and bus drivers regularly interact in some way with our customers. To make sure these interactions proceed smoothly, Company trainers emphasize the importance of looking good, warmly greeting customers, communicating in a polite and professional manner, and saying good-bye with a sincere thank you.
Key #3—Effectively Resolving Customer Issues. Some customers want information, some want solutions and some just want an ear to bend. Training helps frontline employees to identify the issue and the appropriate approach to take.
These sessions optimize learning through exercises that encourage interaction between participant and trainer.
Customized, Online Training Materials
We have found that the wide array of management skills that we require—from technical skills such as accounting procedures and computer efficiency to management skills such as employee development, customer service proficiency and the ability to successfully delegate and supervise others—necessitates the use of several training methodologies. We use videobased classroom sessions, self-directed learning packages and computer-based training programs to form a comprehensive, effective program providing management employees with the tools they need to successfully manage parking facilities up to our exacting standards.
Utilizing the Internet to effectively combine and leverage these training activities, our proprietary, web-based training system—SP+ UniversityTM—provides every manager with the knowledge and skills needed to successfully perform specific job responsibilities.
From a secure company web site, each facility manager’s supervisor downloads SP+ UniversityTM content to create a customized training plan for that manager. Each module of selected information contains corporate policies, instructions and exercises that blend learning theory with practical, on-the-job applications. The supervisor evaluates the manager’s work product to ensure that the participant has mastered the content and identified location-specific requirements.
The web site also houses related materials to support continuing education and career development. Our corporate training department downloads status information from the web site to assist management in assessing the training progress of individual employees.
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Packet Pg. 543 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Specific Training Plans for Managers
Facility Managers. New facility managers participate in an independent training program that includes a workbook and a supplemental video that emphasize the development of leadership skills; keys to recruiting, interviewing, hiring and training skilled employees; understanding the disciplinary process; and meeting our demanding customer service standards.
In addition, we provide our facility managers with several local resources to augment and complete their training. Each facility manager receives a computer-based training program that guides the manager through the company’s online information computer database system. This computer-based training itself is then supplemented with a job and accounting guide.
Senior Managers. Our senior managers participate in a similar self-directed training program that focuses on supervisory skills as well as planning, organization, delegation and motivation.
The training program design also allows managers to practice their new skills while on the job.
This supervisory skills development package is complemented with an orientation at our corporate headquarters, where each senior manager spends time enhancing his or her skills in the fields of hiring and payroll processing, revenue control and auditing procedures, profit and loss statement analysis, budget forecasting, and marketing for maximum profitability.
Customer Service Coordinators
To ensure that training objectives are met at each location, the company designates an operations manager or other administrative employee to be a Customer Service Coordinator for a group of locations.
Working in partnership with the training department, the Customer Service Coordinator launches and implements new training programs, establishes the training system at our facilities, manages the Strive for Excellence Program and measures the results of these programs for continuous improvement. The Customer Service Coordinator is responsible for aligning company standards with the specific needs of clients and locations.
HOW MAY I HELP YOU CAMPAIGN
As part of SP+’s customer service initiative in the City of Santa Monica, we started a program for all our employees, from front-line staff to upper level management, known as the How May I Help You Campaign. The overall goal with this program is for our employees to remain keenly focused on the customer service experience in our City operations. All of our front line-staff members in Santa Monica interact with customers throughout each day. A significant portion of the customer population includes tourists. In an effort to ensure customers and tourists have a positive parking experience we employ the How May I Help You Campaign because it directly caters to the tourist-driven City.
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Packet Pg. 544 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The How May I Help You campaign starts with a simple button that is part of each employee’s uniform, but sends an important internal message to our employees. The goal of the button is to show the public that our Attendants also take on the role of Ambassadors to the City, and should be approached with questions outside of the parking world. Our staff is well-trained in customer service. They each attend our Three Keys to Customer Satisfaction training course, which is through our Training Department. Included in this training, our staff also gets an indepth education about the City of Santa Monica itself. From Landmarks, to parking rates, and where our lots and structures are located, the goal is to know answers to as many questions that a first-time visitor might ask. From simple questions such as (“Where is the Santa Monica Pier?”) to more complex questions like (“Where is the Metro and Big Blue Bus Stop”). This program has significantly elevated our level of service as it pertains to interactions with day-today parkers.
Providing a Customer-Centric Approach to Service
In March 2014, Roamy Valera shared with Mid-South Transportation and Parking Association attendees in the keynote address our approach to providing a customer-centric service within a municipal environment. In our view, the first step in the process begins with establishing an employee-centric environment. For an employee-centric environment to be in place management should:
Focus on the conditions front line employees serve within Establish an open dialogue between management and front-line staff Provide public acknowledgement of good performance and reward them for their efforts Increase face to face time with front-line staff
As management and front line staff’s behavior become more aligned, the process of establishing a customer-centric philosophy is in place. Within this environment the operation will:
Allow for an open dialogue between the customer and the operation Establish performance metrics based on service and not solely production (tickets) Serve as Ambassadors to the community
Actively engage stakeholders
Publicize new events and program changes
As the approach begins to take place, overall program performance is bound to improve as a result of employee moral leading to less employee turnover. More importantly, the public’s trust in the system will add credibility to our and the program’s efforts.
Attitude, Appearance and Conduct/Employee and Public Relations Throughout our more than 85 years of operation, we have pursued an unwavering philosophy – provide excellent customer service! This goal permeates and drives our culture. It is our
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Packet Pg. 545 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
mission, and the root of our success. In fact we recently were awarded the Excellence in Customer Service award from the City of New Orleans in recognition of this dedication.
Each component of our business plan, be it broad or narrow, highly visible or quietly supportive, is based upon placing qualified and trained personnel in positions, with appropriate resources and tools, to perform clearly defined and structured tasks, and deliver timely, courteous, efficient and memorable service.
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Packet Pg. 546 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Performance Standards to Ensure High Quality Customer Service Monitoring Employee Performance
Our Parking Ambassadors are expected achieve certain performance levels for which goals, objectives and standards have been established. Our Ambassadors will receive periodic evaluations as a method for ongoing training and measurement for rewards. Please see the following Performance programs and protocol. These programs can be customized for the City of Santa Monica to accompany the sample Key Performance Indicators highlighted in the proposed Incentive Fee section.
Helping individuals understand parking regulations and where they can park; Maintaining professionalism in use of 2-way radio; Using the Alpha Codes and 10 codes; Keeping transmissions brief, to the point and business related; Ensuring language is professional and in compliance to FCC standards; Teamwork and support of fellow employees; Wearing approved uniform and maintaining it in a clean and presentable condition; Arriving at work on time; Early notification of absenteeism; Assisting with maintenance projects as requested; Assisting with office projects as requested; Assisting with other project/responsibilities as requested, and attending approved training classes/courses.
Public Relations and Customer Service
Whether in uniform or out, and/or engaged in front-line activities, a Parking Ambassador is usually easily recognizable. Therefore, the Ambassador must be professional and on their best behavior at all times. Being representatives of the City of Santa Monica, an SP+ Ambassador shall freely offer assistance to the public when called upon or when an obvious situation exists that requires help from an Ambassador. Examples include: answering questions related to parking policies, providing information on local events, giving directions, offering assistance with disabled vehicles, comforting the sick, hurt or elderly until help arrives, resolving conflicts to the best of their ability, and helping in situations that are obvious and/or deemed necessary.
Emergency Assistance
If a situation arises where medical assistance or police assistance is needed, the Ambassador must contact their supervisor or call 911 depending on the severity of the situation.
Independent judgment must be used before contacting 911. This should be done before administering any first aid or assistance to ensure help is on the way. All safety precautions will be used.
We augment our training programs with a multi-faceted monitoring system designed to ensure satisfactory on-the-job performance.
Training Compliance. To guard against any new employees “slipping through the cracks,” our corporate training department monitors compliance reports to verify that each new employee has participated in the appropriate training programs.
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Packet Pg. 547 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
In-house Auditing. Members of our in-house auditing team visit locations on an annual basis to evaluate employee performance in technical as well as customer service proficiency.
Senior Manager Audits. Senior managers supplement our in-house audits by performing their own regional audits three times a year.
Customer Surveys. Customer surveys are routinely and randomly conducted so that our parkers can provide direct feedback and observations regarding the quality of our employees.
Recognizing and Rewarding Exceptional Customer Service: Our Kudos Program To reward an employee’s exceptional customer service or exceeding operational standards as noted by co-workers, managers and customers, we’ll feature the employee in our corporate communications and on our Intranet. The employee will also receive a certificate of appreciation and a gift card. The employee’s manager can additionally authorize the employee to select a gift through a designated online thank you service.
Customer Inquiries
Our on-site management personnel are specifically trained to be highly visible and readily available to respond to any and all questions that patrons may have. In addition, our on-site management staff will establish and maintain direct, "proactive" relationships with the various stakeholders to determine exactly what specific needs they may have, and then devise whatever programs are necessary to satisfy those needs. This one-on-one approach reinforces our dedication to customer service. All customer complaints (if applicable) that cannot be effectively resolved by the SP+ General Manager are immediately forwarded to the attention of the Senior and Regional Managers respectively, and ultimately the Senior Vice President of Operations. All Customer Satisfaction programs will be subject to the review and approval of the City prior to their implementation.
Administering Customer Complaints
In order to effectively deal with customer service complaints, we will employ prudent complaint abatement procedures. SP+ will provide our parking personnel, including our in-office staff, with City of Santa Monica-specific complaint abatement protocol that will be further bolstered by our extensive operational and customer service training, as referenced below. We will augment our training program to include site-specific complaint abatement procedures, while employing a multi-faceted monitoring system designed to ensure satisfactory on-the-job performance.
Training Compliance. To guard against any new employees “slipping through the cracks,” our corporate training department monitors compliance reports to verify that each new employee has participated in the appropriate training programs.
In-house Auditing. Our in-house auditing team and corporate training department visit our locations on an annual basis to evaluate employee performance in technical as well as customer service proficiency.
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Packet Pg. 548 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Senior Manager Audits. Senior managers supplement our in-house audits by performing their own regional audits three times a year.
Customer Surveys. Customer surveys are routinely and randomly conducted so that our parkers can provide direct feedback and observations regarding the quality of our employees.
Adding to our expertise and customer service capabilities, we are committed to the development of tomorrow’s parking professionals (our employees, at all levels) through the International Parking Institute, and many of our existing employees hold the distinguished IPI CAPP designation, and/or are currently enrolled in the program.
Damage Claims
If our staff becomes aware of or is informed of a damage claim or vehicular accident, staff must contact the Manager/Supervisor on duty and relay the following information: Type of damage, location of the incident, if injuries were sustained, the number of vehicles and/or persons involved; and the severity of the damage sustained. An incident report form must be completed and forwarded to our Risk Department. As the City’s facilities are self-park facilities, the claim form is used for insurance documentation purposes. In the event a personal injury has occurred, our staff members follow these steps: Do not move the victim; try to get information of the type of injury the person has sustained and inform the Manager so they can make the necessary call to 911. Once the appropriate care has been administered, the applicable safety incident form should be completed as soon as possible after the incident. On-site staff shall contact the Contract Manager for further instruction;
Hiring & Pre-Employment Screening
SP+’s hiring and pre-screening process helps us retain qualified employees for the long-term, which in turn facilitates excellent customer service. In addition to reducing turnover costs, this gives our clients and parking customers the opportunity to establish the personal relationships and trust that facilitate a positive and profitable parking environment.
Automated Recruiting Solutions: Our automated online application process provides access to a broad pool of qualified candidates in a centralized candidate database.
Frontline applicants can apply 24/7 from anywhere with Internet access (or through our toll-free job hotline), and our managers can quickly identify and pre-screen potential candidates. This process greatly enhances the quality of hiring decisions and compliance with employment regulations.
Screening, Background / Drug Checks: We use a comprehensive pre-employment screening program to make sure that only the most qualified candidates are chosen for employment. Pre-employment screening is an effective risk management tool that promotes a safe and profitable workplace by helping to limit the uncertainty inherent in the hiring process. Our pre-screening techniques significantly reduce potential violence,
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Packet Pg. 549 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
theft, financial loss, sexual harassment and other workplace problems. Every employee is vetted through a background check specifically geared to their job duties and responsibilities. These checks include (depending on the position) Social Security Number validation, criminal background (including applicable arrest record), motor vehicle record, credit, and employment and education verification. All operations candidates also must pass a pre-employment drug test.
Preliminary Pre-Interview Screening: At the front-end of the process, we often use a professional telephone interviewing service to pre-screen candidates before they are invited in for formal interviews. Hiring managers are trained in how to narrow down the potential pool of applicants to qualified individuals, and how to thoroughly check employment and personal references.
Prior Operator Employee Retention: This is not applicable in this case, as SP+ is the City of Santa Monica’s incumbent, but for background purposes, when we assume management responsibility of an existing parking operation from another operator, we typically consult with the client and interview existing personnel in an attempt to retain those qualified employees who have an operating history at that particular facility. Our experience has been that replacing existing staff members—who often are quite knowledgeable about existing conditions and the personal idiosyncrasies of regular parkers—merely for the sake of change often is unnecessary and, in fact, counterproductive since their retention usually enhances and facilitates a smooth transition. Thus, our preference is to retain qualified staff members when possible, and to focus instead on teaching them new techniques as necessary in the context of our performance standards and expectations.
Employee Appearance & Uniforms
We require all of our employees to be neatly uniformed and well-groomed at all times. Experience has demonstrated that proper attire and grooming also serve to enhance employee performance and our customer service potential. Our customary uniform consists of a white shirt with a black tie, black blazer/vest, black slacks and black, well-shined shoes.
We do, however, frequently work with our clients to create uniforms that are specifically designed and tailored to be consistent with a property's distinctive logo, colors and design scheme.
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Packet Pg. 550 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
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Packet Pg. 551 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Premier Amenity Programs
Our customer amenity programs send a clear message to the parking public that the City’s facilities go the extra mile when it comes to customer conveniences. These programs not only make a parking experience more enjoyable, but also convey a sense of the City’s sensitivity to and appreciation of the needs of its parking customers. These programs serve to enhance the value of the City’s parking portfolio while creating a customer-friendly parking experience.
CarCare Maintenance Services. Under an agreement with us, a car care company will pick up a customer’s car from one of our locations, contact the customer with an estimate, service the car during normal working hours and return it to the facility before the end of the business day. All the customer needs to do is notify the parking facility manager, who contacts the nearby participating service shop. No advance reservations are required, and car care company provides this service at no cost to the parking facility.
Courtesy Umbrellas. Courtesy umbrellas, embossed with either our or the property’s logo (depending on the client’s preference), can be loaned to customers on rainy days.
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Packet Pg. 552 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Driver Assistance Services
Several free amenity services can be provided by our employees to help parking facility customers. These include:
Locating lost cars
Jump-starting dead batteries
Inflating flat tires
Changing tires
Escorting patrons to vehicles
Assisted or self-service cleaning of windshields and headlights Replenishment of windshield wiper fluid
Customized local maps
Customer Appreciation Days
As a “thank-you” to City of Santa Monica customers for their patronage, SP+ can roll out a Customer Appreciation Day in select facilities periodically throughout the year. Most typically, customer appreciation days involve the distribution of the following items at least once a quarter:
Beverages such as coffee, hot chocolate or bottled water Candy
Newspapers
Travel mugs, umbrellas and other promotional items
Musical Theme Floor Reminder System
In facilities equipped with our musical theme floor reminder system, a different song―consistent with the “theme” that has been chosen for that particular parking―is played on each parking level, helping customers recall where they left their cars. The music is reinforced on each floor by
dramatic graphics—distinctive to the specific song being played on that floor—displayed in the elevator vestibules and throughout that level’s parking bays.
“Tear-off” sheets, located near the elevators, are often provided for customers as reminder notices. All elevator cab panels specifically integrate the same graphics that are displayed on the various floors. The graphics are also displayed on the main parking facility directory and in garage maps.
Quality Amenities Promote Customer Loyalty
Most of these programs are available at little or no cost to the City. However, increased customer loyalty pays handsome dividends in terms of enhanced location revenue, as people prefer to park at a facility where they feel more comfortable and know that their business is appreciated.
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Packet Pg. 553 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Signage
We develop and deploy signage as a means to market a facility to the driving public. For example, we often use a double-sided, so-called “wind-master” sign positioned at the facility entrance—visible to both vehicle and pedestrian traffic—to promote special “Early Bird” rates in the morning hours, which then can be reversed to display the other side, featuring the facility’s regular monthly parking rates.
We also work directly with our clients to identify and improve way-finding opportunity within their facilities. We would work directly with the City to enhance the existing signage program at the subject facilities. Recommendations would be made and implemented within applicable budgetary constraints;
Banners: Under appropriate property and market conditions, we create large, easily seen banners to hang on the side of the building itself, clearly identifying the facility’s availability, parking rates and any other applicable information. As an added service, our signage specialists can create parking facility graphics compatible with each property’s brand identity;
Stakeholder Engagement
We know first-hand there are many businesses and stakeholder groups with powerful political voices in and around City – many of which are stakeholders in existing City parking programs.
These groups voice their concerns over matters affecting public policy and parking, including at each of the facilities in the Santa Monica portfolio, and this puts additional emphasis on the balance SP+ must employ on behalf of the City to serve the needs of all user groups.
Operating in this environment takes a skilled messenger; not only to navigate the inherent terrain, but to help identify cost-effective solutions to improve the status quo. As we have learned working with multiple cities and stakeholder groups in Santa Monica, it’s not so often the message, but rather the way that message is delivered to certain stakeholders and the general public, and how a given initiative serves the public good. Recognizing the special nuances of municipalities such as budgets, revenue streams, long-range planning and economic development, we are mindful of the City’s and the community’s demand for improvement and change in its parking operations.
Under the direction of the City, SP+ will keep the Santa Monica public informed of existing and developing parking policies at the subject facilities through a comprehensive Stakeholder Engagement Plan (see details herein);
Stakeholder Engagement Overview: As referenced above, intentional, inclusive and targeted outreach to the City of Santa Monica’s diverse constituencies as part of the City’s desire to enhance its Parking Management Program will provide the City important insight into the real and perceived impacts of its parking programs and associated access challenges regularly faced by employees, residents and visitors to its facilities.
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Packet Pg. 554 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
SP+ has conducted stakeholder engagement meetings in support of our contracts at multiple cities throughout the United States. We anticipate attending several front-line meetings with business and neighborhood groups in Santa Monica and may opt to enhance our Stakeholder Engagement strategies with sub-contracted full-time professionals that exclusively focus their efforts on stakeholder engagement and policy implementation; all based on stakeholder feedback.
An effective public engagement process:
Places parking and transportation strategies, access management, and related programs and policies within the larger context of economic development; Identifies key messaging that will resonate with a community’s diverse user groups; Provides insight into both real and perceived access and parking challenges, as well as areas of opportunity for future development; and,
Includes key community leaders, elected officials, businesses and citizens in planning and development efforts from the beginning, building a strong foundation for strategy buy-in and implementation.
TASK APPROACH AND DELIVERABLES
Develop a Stakeholder Engagement and Education Strategy Review existing materials, plans and studies related to stakeholder engagement, communications, educational campaigns and special projects Develop a comprehensive stakeholder engagement strategy, including identification of appropriate format(s), i.e., focus groups, town hall style forums, individual interviews, survey tool
Conduct Stakeholder Engagement Meetings & Outreach… Conduct Stakeholder engagement sessions using the above referenced process, which could include:
Targeted stakeholder focus groups
o Property owners, realtors, developers
o Business owners, merchants, restaurants/bars/nightlife o Arts/culture/entertainment venues
o Downtown residents
o Neighborhood Associations
o If applicable: Downtown Associations, BIDs, Area Chamber of Commerce Town hall style public meetings
Individual interviews
Online Survey
New and social media outreach strategies
Information and data collected from the stakeholder outreach methodologies of choice will be collected, documented and analyzed. Findings from the data will be presented in a written
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Packet Pg. 555 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
report that will outline the key themes and suggested messaging strategies that support the overall project.
Information gathered through intensive stakeholder outreach will also provide a strong foundation for the creation of a long-term Strategic Communications Plan that will identify traditional and new media communication tools and partnerships that will keep the general public and key user groups informed.
Strategic Communications and Marketing “Work-back” Plan Develop a project-based communications plan, that guides our staff and City leadership through identification of communication vehicles, user groups, and media relations strategies to keep stakeholders informed, educated and to build excitement about the City’s Parking Program(s).
Strategies will be developed specifically for targeted market segments and identified user groups. Items to be addressed in the plan include the following:
Clear identification of target audiences and unique messaging strategies to reach those audiences
Tactical recommendations for communications, media relations and marketing efforts according to the priorities set in the plan, including (but not limited to):
o Project messaging
o Media relations strategies
o Stakeholder relations/engagement vehicles
o Educational campaign recommendations
o Public relations and communications strategies
o Web presence, including social and new media
Implementation Strategy
The final step in creating a Strategic Communications and Marketing “Work-back” Plan to support implementation of the enhanced parking management program is the creation of a detailed implementation plan (provided herein by SP+) that provides recommendations for putting the marketing plan into action.
Upon review and approval, final recommendations (if applicable) will be broken down to offer short, mid-and long-term implementation strategies for the City. The Final plan will also provide budget estimates for suggested strategies.
Marketing Support Capabilities
The Parking Experience Starts Before Parkers Arrive to the City’s facilities! SP+ has made significant investments in human and Company resources to support marketing and customer service efforts for our clients’ parking operations. In addition to advanced online system platforms and marketing capabilities, SP+ has assembled an Interactive Marketing Department whose members have multiple years of experience with digital and traditional marketing campaigns.
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Packet Pg. 556 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Our Interactive Marketing Department team members gained their knowledge working on behalf of major companies across multiple industries, and, by virtue of the multiple public and private sector clients they currently serve at SP+. SP+ has also contracted with external support agencies to ensure access to the latest technology and capabilities (see our detailed Marketing Plan herein). See www.ParkHarrisburg.com and http://dca.spplusparking.com as two (2) of many relevant municipal website examples that showcase our ability to design such websites, develop content, and offer promotional programs and valuable coupons around our parking programs.
No other Company has made such a robust and ongoing investment in this highly proprietary realm than SP+. We have highlighted the capabilities of our Interactive Marketing Department in our Marketing Plan below;
In-House Interactive Marketing Department
SP+ has made significant investments in resources to support marketing efforts on behalf of its clients. In addition to advanced system platforms and marketing capabilities, SP+ has assembled an internal marketing team whose members have multiple years of experience developing and implementing digital and traditional marketing programs.
SP+ Interactive Marketing Department team members gained their knowledge working for major companies across multiple industries, and honed their craft focusing exclusively on parking management related marketing endeavors. In addition, SP+ has contracted with external support agencies to ensure access to the latest technology and capabilities.
The combined efforts of the SP+ Interactive Marketing and the local SP+ Field Operation team, provides clients with a strong front-end marketing engine coupled with superior at facility operations to deliver a unique consumer experience.
Custom Client Parking Guide
Understanding the importance of maintaining an online
presence for its client’s parking facilities SP+ has developed custom parking guides that drive online visitors to a client’s location. These custom built guides are developed
exclusively with the client’s needs in mind, and provide a strong online brand presence for the client’s parking
facilities.
Through a combination of well-developed location
information, feature rich functionality, destination focused content, and an exceptional user experience, SP+ provides its clients access to industry leading capabilities that attract and retain customers. Custom parking guides have been
implemented across multiple industry segments including Mix Use, Offices, Residential, Municipal, and Airports.
Guides can be designed with a unique look and feel or can
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Packet Pg. 557 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
incorporate the specific design elements of the client’s website to maintain a uniform user experience. Examples include:
Office / Mix Use: SunTrust Orlando
http://suntrustcenter.orlando.parkingguide.com/
Residential: The Hub Apartments Ohio
http://thehubshortnorth.parkingguide.com/
Municipal: Harrisburg Parking Authority Harrisburg
http://parkharrisburg.com/
Airport: Buffalo International Airport Buffalo
http://parking.buffaloairport.com/
All parking guides are optimized for mobile device access, search engine optimized and are tracked via Google Analytics to ensure maximum performance. Monthly performance reports are provided for client review.
Currently SP+ Interactive Marketing has developed, implemented and manages 75 SP+ branded websites and over 70 parking guides and online sales websites for it management clients.
City of Santa Monica Website
In addition to the custom parking guide, a client location is also listed on the appropriate consumer facing SP+ City website. SP+ has websites supporting over 60 major
cities across the country. Placement on the site allows presentation of the client’s facilities to consumers that are conducting general searches for parking or accessing the SP+ City website directly.
These website placements provide increase exposure
though their integration with SP+’s promotional activities.
Marketing programs include Pay per Click advertising,
Search Engine Optimization, Local Attraction listings,
Major Events promotion and Email Marketing campaigns.
To further enhance exposure local partnerships and linking programs are used to supplement these activities. In
addition to location listings on the SP+ City website,
dedicated attraction page can be developed to specifically promote client properties.
The attraction page is designed with custom content for search engine optimization and improved organic search performance, and can be used to promote the popular destinations, local businesses, and special events.
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Packet Pg. 558 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Attraction Page Examples
Rincon Center
http://sanfranciscoparking.spplus.com/attractions/Offices/San-Francisco-Rincon-CenterParking.html Market Street Railway Museum
http://sanfranciscoparking.spplus.com/Museums/San-Francisco-Market-Street-RailwayMuseum-Parking.html San Francisco Chinatown
http://sanfranciscoparking.spplus.com/attractions/Attractions/San-Francisco-ChinatownParking.html Each garage location has a dedicated location page that communicates all the necessary information including address, hours of operation, rates, promotions, payment options and directions. In addition, email and print capabilities allow for the easy access of location information. There is also the ability to add promotional offers/coupons and direct links to online pre-purchase of parking.
Mobile Apps/Optimized Mobile Website
SP+ has developed a feature rich mobile app that
has generated tens of thousands of downloads as
well as an optimized mobile website to
support the on-the-go-consumer. Client
garages are added to the app and
optimized mobile web to increase visibility
with the mobile consumer. The app is
supported on iOS and Android platforms
and contains expanded facility
information.
Both the app and optimized mobile website
have advanced functionality that includes GPS based
location identification with Take Me There turn by turn directions, Mobile Coupons, Address Search, and
Text-a-Head capability that allows for “in-advance” car retrieval.
To simplify the car retrieval process Text-N-Go, text-ahead capabilities can be introduced in your locations allowing a parker to text ahead to the garages so their car is ready when they arrive.
Both the Mobile App and Optimized Mobile Website have the ability to offer online parking prepurchase though our proprietary Click and Park® platform. The integration of an online payment option coupled with the placement of mobile phone scanner hardware at the facility allows us to provide a complete end to end paperless solution for the on-the-consumer.
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Packet Pg. 559 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
The user can search for parking on their device, identify the location where they wish to park, pre-purchase their parking and redeem it at the location all from their hand held device.
To download the mobile app on Android mobile devices the user accesses Google Play and searches on SP+ Parking.
To download the mobile app on Apple mobile devices the user simply accesses the Apple App Store and searches on SP+ Parking.
Technology Integration
The expanded feature
functionality available through
smart phones has enabled the
delivery of enhanced consumer
experiences. Leveraging these
capabilities, SP+ has
implemented at location
consumer programs that
provides for an improved and
unique user experience.
Utilizing QR codes SP+ can
provide Parking Reminders in
client garages to ensure
customers remember where
they parked, and also allow them to easily find their way back to the facility with walking directions.
To add incremental value to building tenants and local business, garage posters can be developed to promote parker access to promotional offers delivered via a QR code and a website landing page.
Scan the QR Code below for a demonstration of the SP+ Parking Reminder functionality.
Linking Programs
Website links play an important role in driving website traffic. In addition to the direct traffic generated through partner linking programs, additional links increases Google quality scores and results in improved organic search rankings.
The Company’s marketing team has developed aggressive linking strategies in connection with partner programs with major employers and member organizations, as well as local merchant programs that give businesses access to a downloadable Parking Widget for placement on their websites.
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Packet Pg. 560 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
These programs have resulted in thousands of links between SP+ city websites and a network of partner websites delivering increased site visibility and improved organic search results.
Placement of a client’s garage on the SP+ dedicated City site result in their locations receiving the benefits of these activities.
In addition, similar linking strategies and tactics are used to support the custom parking guide. The local SP+ Operations Team works with tenants and local area businesses to develop linking programs that directly benefit client properties. By offering reciprocal linking programs coupled with special promotional offers SP+ can incent local business to list links to a client’s custom parking guide.
To simplify the implementation of parking links on local business sites, SP+ Interactive Marketing provides an easy to implement parking widget that allows the local business to design their own parking button. In addition, they provide custom website code that can be cut and pasted onto the local business’ site. The custom code links users directly to the appropriate location page for easy access to specific parking information.
Search Marketing
Understanding that current consumer behavior has resulted in a significant shift to consumers searching for information online, SP+ has implemented a number of digital marketing programs designed to attract leads and generate sales for clients. Currently SP+ manages digital marketing programs in support of over 100 company and client websites.
Search Engine Optimization
Utilizing trained internal resources, external agency
expertise and the latest in SEO software, our SP+
Interactive Marketing team utilizes tactics and
techniques to improve quality scores and deliver high
organic search ranking for our clients’ parking guides.
Through the development of well-defined website
tagging, rich website content developed through
keyword search analysis, and partner linking strategies, SP+ Interactive Marketing ensures increased visibility
through organic search results.
Local Search Marketing listings will also be used in
support of client locations. SP+ uses a customized
and proprietary set of techniques to submit and update
a client’s business and geographic information on major search engines and directories.
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Packet Pg. 561 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Listings are kept up to date with industry standards and search engine guidelines to ensure a client’s business has maximum visibility in search engine results.
Business data updates include Logos, Photos, Videos, Coupons, Address, Phone Numbers, Website, Maps & Directions, Products & Services, and more. We focus on the most productive search engine and directories including Google, Yahoo, BING, YP.com, Yelp, Manta, Hotfrog, Citysearch, Superpages, Insiderpages, Apple Maps, 4Sq.
Paid Search Advertising
The combination of paid search marketing, and
search engine optimization have proven to be a
powerful approach for increased visibility and
traffic generation. SP+ has developed an
integrated strategy that leverages both of these
capabilities.
With the support of an external agency, SP+
Interactive Marketing professionals develop
custom pay per click campaigns to support the
specific needs of the client’s facilities.
To support these efforts, extensive keyword
analysis coupled with competitive assessments
assist the team in developing high performing
campaigns. Local attractions and popular
destinations will also be assessed to determine
their value in driving parkers to your facilities.
Social Media
Understanding the growing need to participate in
social media, SP+ has begun to develop target
city and market segment programs to evaluate
the effectiveness of marketing in social media
channels.
Through the development and implementation of
city Facebook pages and Twitter campaigns, our
Marketing and Local Field Operations teams have
gained experience and knowledge for supporting
these efforts.
In addition, our marketing department has
implemented Facebook promotional ad and social media engagement campaigns that have generated Facebook Likes and Followers on Twitter.
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Packet Pg. 562 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
SP+ works directly with client marketing teams to identify the appropriate social media applications that best support their business objectives and social strategy. Examples of SP+ Social Media executions include:
Twitter: https://twitter.com/ParkingMiami
https://twitter.com/SPPlusdenver
Facebook: https://www.facebook.com/minneapolisparkingspecials?ref=hl Fliers/Marketing Materials
While digital marketing activities have proven to be a valuable tool in driving traffic and revenue, traditional marketing materials continues to provide addition value in many markets.
Through the SP+ internal creative development staff as well as third party creative services, SP+ Interactive Marketing works with the SP+ Field Operation team to develop effective printed materials that deliver results.
Executions include garage posters, promotional fliers, take one displays, and promotional packages that are delivered through feet on the street marketing. In addition the marketing team has integrated advanced capabilities such as QR codes into the materials allowing for expanded up-to-date content promotion.
Promotional Copy
Accurate, well written copy is an important factor in the success of promotional campaigns the delivery of website traffic. Well written copy ensures user engagement and also allows pages on the website to rank well for related searches in organic search results.
To support these efforts, SP+ Interactive Marketing has dedicated copywriting professionals on staff to assist in the development of high quality promotional copy. These resources work with the local SP+ Operations team and directly with the client to develop specific copy to meet their individual needs.
In addition, these resources are available to assist in developing informational content including popular destination, area attraction, local event and retail location copy to drive incremental traffic and revenue. The team uses the same strategy and tactics on client parking guides to ensure the copy engages the user and ranks well in organic search listing.
Online Sales
For many parkers knowing they will have a parking spot waiting for them when they reach their final destination is comforting thought. Whether they are attending an important business meeting, heading for a theater or museum, or trying to make a dinner reservation, reserving a space can be a real advantage.
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Packet Pg. 563 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Through the use of Click and Park, SP+ can provide parkers with the ability to pre-purchase both event and daily parking.
The capabilities have been implemented on desktop website, mobile apps and optimized mobile website platforms so users can access these capabilities from the convenience of their home or office, as well as on the go from their mobile phone or tablet devise.
Additional Website Examples and Templates
AboutParking.com
AboutParking.com is a website that provides parking,
restaurant, and entertainment information to users,
with the objective of selling parking online. We sell
monthly parking, daily parking, and event parking.
Nola.clickandpark.com
Nola.clickandpark.com is classified as basic landing page – the most basic format of all templates. The website sells online permits for three different venues in New Orleans.
Arenadistrictparking.com
Arenadistrictparking.com is a Great and easy to use landing page that looks like a webpage and allows our firm and clients to sell for multiple venues from one site. It’s an easy interface for parkers to find their desired parking.
GovernmentCenterGarage.com
GovernmentCenterGarage.com is classified as an existing website and developed by our client. Click and Park supplies a sales link, which is a common application with our platform.
PruCenter.com
PruCenter.com is classified as an existing website and provides sales for all events listed – There is a simple Click and Park link to access the sales process.
Marketing Summary
Effective marketing is an essential function for a parking company in creating revenue on behalf of its clients, and it’s a key distinction for evaluating parking operators, as outlined above. SP+ takes tremendous pride in its marketing programs and related initiatives, and these programs produce proven bottom line results for our clients.
Marketing / Customer Service Budget
While we provide the platforms and services listed above for a monthly fee (depending on the desired programs selected by the City), we hereby waive the monthly fees charged by SP+ for the first year of the proposed contract. Fees paid to SP+ thereafter for online services will not exceed $1,000 per month, including the cost of set up and customization for websites.
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Packet Pg. 564 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Printing costs for Promotional Copy and/or for Paid Search Advertising and third party social media advertising (if and as applicable) shall be passed on to the City based on the cost charged by any/all third party providers.
Remote Management Services (“RMS”)
Remote Management Services is the leader in Centralized Parking Management. Remote Management Services, which fully integrates with most major parking equipment systems, is currently used at garages in all regions of the country—ranging from healthcare facilities and office buildings, to retail and entertainment venues.
A team of trained Remote Management Services professionals offers easy availability to meet customer needs. Whether via e-mail, phone or other communication channels, our customer support team is readily accessible by parking customers. Centralized databases provide the team with customer-related information on a City-by-City basis to ensure that customers receive a quick response and the highest level of service.
It is one of today’s most powerful tools to control and manage an operation’s daily, monthly, and validation revenue streams. Locations that converted to Remote Management Services experienced revenue increases of up to 30%, by eliminating cashiers and centralizing onsite financial reporting and management.
Clients have daily access to business activity data, and Remote Management Services’ roundthe-clock coverage improves service and extends operating hours, which can generate more revenue. In fact, Remote Management Services is such an advantage that nearly 100% of all RMS locations still remain as clients years later.
Technology That’s Transforming the Parking Business
Remote Management Services adds an
array of IP cameras and T1-connected
voice to all customer interaction points,
including entrance and exit lanes, payon-foot stations, pedestrian access points, and elevators. The parking
garage is connected and integrated with
Remote Management Services’
Command Center in Austin, Texas,
where all car movements and
transactions are monitored by its analytic tools.
Command Center Customer Service Specialists are available to handle individual customer needs. Calls appear on Command Center monitors, while an integrated video system allows Specialists to interact directly with customers and immediately resolve a service issue through the access and revenue control system, or by dispatching a local Customer Service Ambassador.
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Packet Pg. 565 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
MAXIMIZING YOUR AUTOMATION INVESTMENT
While there are significant benefits to be gained from automating parking facilities, in many cases the original return on investment objectives have not been met and/or the investment has not been fully leveraged. Remote Management Services solutions are designed to deliver on the three critical components of an automation investment:
COST REDUCTIONS
RMS solutions allow our clients to maximize the cost savings from their automation investments.
RMS’ tiered solutions provide clients the opportunity to choose the level of remote management that best fits their operations and needs.
Utilized today across diverse parking venues, RMS solutions allow SP+ clients to maximize their labor and cost reductions while improving service levels and revenue capture.
REVENUE ENHANCEMENT
Maximizing revenue is an important step in improving the bottom line. While automation has been proven to be a significant factor for achieving this objective, Remote Management Services solutions allow clients to maximize revenue opportunities.
From online monitoring of facilities to robust solutions that allow full-time, off-site management of parking operations, RMS solutions are designed to ensure that revenue loss is minimized through accurate revenue and exception management.
SERVICE LEVEL IMPROVEMENTS
Improved customer service and increased customer satisfaction are important objectives for any business to maintain or enhance its brand. Automation and quality of service are often in conflict with each other, which is a significant reason why automation levels do not achieve their original return expectations.
RMS solutions connect customers to best-in-class customer service support 24/7, and a local staff which is available for on-site support to ensure the highest quality service levels for your customers.
Command Center (HUB)
Utilizing Command Center professionals, RMS allows for the management of all exception transactions. Specialists provide aggregated exception counts along with a detailed exception issues log for more accurate tracking and reporting of exception transactions.
By integrating with the POS system, RMS allows processing of lost and unreadable tickets to ensure maximum revenue capture.
In addition, centralized monitoring and reporting of all exception transactions ensures accurate tracking that can be used to develop action plans to reduce or eliminate lost revenue.
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Packet Pg. 566 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Resources for the City to Provide
Continued open communications with City Staff and all Stakeholders We would like for the City to consider a 30-day Operating Advance in order to cover the estimated operating costs of the Contract based on the final City-approved budget.
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Packet Pg. 567 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Quality Control Achieved w / Former Clients
Brief descriptions of previous experiences should be used as examples of how quality control was achieved with former clients. Evaluation will be based on documented experience.
Will Rogers Memorial Center – Fort Worth, Texas
The Situation. The Will Rogers Memorial Center is a multipurpose entertainment complex spread over 85 acres in the heart of the Fort Worth Cultural District. The historical tradition of providing free parking at the Center often resulted in limited access to attractions and events. To ease congestion, the City of Fort Worth constructed a new parking garage and engaged SP+ to implement a paid parking system for the complex’s lots and garages.
Helping Area Businesses Adjust. The Center’s move from a free to a paid parking environment required that special care be taken to address the concerns of local businesses. In Fort Worth, SP+ held meetings with area museums, art galleries and event sponsors prior to the opening of the new garage, and developed policies designed to ensure adequate parking access for the Center’s patrons. Discount garage validation programs were established with participating venues, and multiple day passes were made available to exhibitors, contestants, vendors and sponsors.
Getting the Word Out. Working with the City of Fort Worth, SP+ participated in a public relations campaign touting the benefits of the Center’s parking system and the ability of customers to pre-purchase parking. The campaign included news releases, e-mail blasts, postings on web sites and the construction of a custom web site that allowed customers to arrange and pay for parking online, in advance, using the Click and Park online reservation system. The online purchasing capability can be used for daily, event, recreational vehicle and trailer parking permits. Fees Helped Pay Down Debt, Acquire Parking Equipment. The City of Fort Worth used parking revenues derived from the new system to retire debt on the new garage and purchase parking equipment. By implementing solid parking plans for the Cultural District, SP+ and the City helped ensure the District’s vitality by providing an ample supply of parking to service the Cultural District venues for years to come.
Westfield Century City – Los Angeles, California
The Situation. This bustling, high-end retail shopping center in Los Angeles is home to over 170 stores and a 3,000-space parking garage.
SP+, the operator of the parking facility for more than 20 years, was asked to convert the facility from a pay-in-lane operation to a fully automated pay-on-foot operation. The owner’s mandate was to reduce operating expenses while enhancing service levels for the more than
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Packet Pg. 568 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
four million vehicles that use the garage every year. Given local shopping center competition, smooth implementation of an express parking plan was essential.
Maintaining Service During Installation. SP+ selected the best equipment option and developed an installation timeline with the stated goal of maintaining proper revenue control and service levels throughout the installation period. Multiple entry and exit driveways and numerous escalator and stairwell access points presented special operational challenges.
Expenses and Transaction Times Reduced. Installation was completed on time, within budget and without adversely impacting customer service. The project lowered overall payroll and fringe benefit costs, increased revenues on the average ticket and reduced exit lane transaction times from an average of 20 seconds to seven seconds.
Return on Investment Came Quickly. The return on investment on the cost of the equipment, physical improvements, signage and operating expense savings was 68%, representing a full payback in less than two years. At peak periods during the holidays, Westfield Century City can now more efficiently handle 15,000 vehicles a day, resulting in a 5x turnover rate for each parking stall. SP+’s expertise in equipment selection and installation proved to be a valuable asset for the client.
Southwest Florida International Airport, Fort Myers, Florida The Situation. Over the past ten years, Southwest
Florida International Airport has been one of the
country’s fastest growing airports. When the airport
decided to build a new state-of-the-art airline terminal building, they needed help transitioning to a new
12,400 space parking lot and, concurrently, starting up one of the largest on-airport bumper-to-bumper shuttle
service operations in the country.
Parking Operations Seamlessly Transitioned. SP+ successfully transitioned the entire parking operation from an old split terminal to a new mid-field terminal and parking complex. We applied our expertise to review traffic flow for the new parking facility, create a comprehensive transition document, manage and oversee a new revenue control system, secure a variety of expanded vendor services and implement a new employee shuttle service to transport employees to the new terminal.
Bumper-to-Bumper Shuttle Service. The airport’s new parking configuration more than tripled the number of required shuttle vehicles. SP+ now operates thirty 14- passenger shuttle vehicles, serving over 8,000 spaces in the long-term parking facility. The buses traverse a 3.3 mile loop and are dispatched to accommodate on-demand service to every parking patron. SP+ designed the system using a ‘smart loading’ technique in which patrons are directed into specific parking areas via customer service agents or movable signage.
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Packet Pg. 569 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
A Full Service Solutions Provider. Successful management of rapid parking growth and installation of enhanced customer services are trademarks of SP+’s operations at Southwest Florida International Airport. Whether it’s parking management, facility planning, shuttle buses or curbside services, SP+ brings the full range of customer amenities, services and solutions to airport clients across the country.
New Jersey Transit
The Situation. Covering a service area of 5,325 square miles, NJ TRANSIT is the nation's third largest provider of bus, rail and light rail transit, linking major points in New Jersey, New York and Philadelphia. SP+operates numerous commuter garages and surface lots for the agency, including the Morristown station, which recently opened a new 415-space garage constructed on the previous site of the rail station parking lot. As the new garage neared completion, a marketing campaign was needed to bring new monthly parkers to the garage.
Postcard Distribution Helps Fill New Garage. After reviewing available options, SP+ designed and distributed approximately 7,000 “new garage open” postcards placed on train seats at the Dover and Hoboken stations. Thirty new monthly parkers were acquired through a direct mail campaign to people on a waiting list for Morris Plains station parking. Nearby Harding Township distributed postcards at high-traffic locations within its jurisdiction. Overall, NJ TRANSIT significantly increased its visibility in townships surrounding the Morristown garage.
Union Station Equipment Upgrade for PCI Compliance. At NJ TRANSIT’S Union Station, the parking for which is also operated by SP+, payment equipment required upgrading in order to comply with Payment Card Industry security standards. SP+ supervised the project, installing compliant equipment that also provided change and eliminated the need for tokens. The realtime credit card transactions reduced the incidence of lost revenue from the acceptance of invalid credit cards.
Partnering to Expand Public Transit Options. Transit agencies across the country are seeking ways to improve public transit options, including new and expanded commuter parking facilities. SP+, working with its municipal clients and developers of new parking facilities, helps its clients maximize revenue opportunities in this area while enhancing customer service with the latest parking technology.
Navy Pier – Chicago, Illinois
The Situation. Located on the shores of Lake Michigan just east of Chicago’s downtown, Navy Pier is one of the country's most unique recreation and exposition facilities. With more than 8.6 million visitors a year, Navy Pier’s on-site parking garages (1,600 spaces) were often taxed to the limit, slowing down entrance to the garages and clogging drive lanes around the facilities. Excess
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Packet Pg. 570 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
congestion also led to unacceptable staffing levels.
Parking Pay Stations Improved Service. SP+ reviewed the situation with the client and recommended installation of automated parking equipment and a flat-rate pricing structure. We supervised the installation of the pay stations at various locations throughout Navy Pier, which allowed visitors to pay for parking in advance, any time during their visit to the Pier. The new equipment resulted in better customer service, a reduction in multiple cashier shifts and overnight staff, and improved reporting.
Automation Also Benefits Employees. Simultaneous with the automated system for guests, SP+ implemented an automated system for Navy Pier employees. Those with identification badges issued by Navy Pier can access one of three pay stations to add value directly to their cards, and also can use the badges as access credentials. The system can provide discounted rates and complimentary parking as part of an employee recognition program.
Helping Keep a Tourist Destination #1. Navy Pier is a unique destination, showcasing amusement rides, restaurants, exhibitions, entertainment venues, shopping, dining cruises and tour boats. The parking system that supports these activities must accommodate all types of facility users and their associated traffic patterns. SP+ met the challenge with its automation expertise and flat-rate pricing, helping Navy Pier maintain its position as the number one tourist and leisure destination in the Midwest.
Emory University – Atlanta, Georgia
The Situation. Emory University in Atlanta hosted several public events in connection with the Dalai Lama’s U.S. visit in 2010. Many activities, involving thousands of visitors, were scheduled to take place while classes were in session,
precluding the use of existing on-campus parking. SP+’s regional team was asked to identify and coordinate access to several thousand parking spaces in the area and arrange transportation to and from the scheduled events.
Securing Additional Parking and Shuttles. SP+ identified four nearby properties that could be used for guest parking, and tapping the expertise of its SP+ Event Logistics and SP+ Transportation divisions, arranged for the use of 36 buses to provide transportation to and from the remote parking lots. Bus services, routing and overall guest logistics were planned and coordinated with numerous Emory University departments, law enforcement agencies and local transportation operators.
Online Parker Registration Aided Logistics Planning. Utilizing the Click and Park online parker reservation technology, we efficiently accommodated all the vehicles and patrons arriving each day. Systemic data provided to us before each event enabled us to assess demand and staffing needs. Accordingly, we were able to appropriately plan and locate staff, provide informational signage and set bus routes to meet patrons at their registered lots, ultimately delivering an exceptional guest experience.
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Packet Pg. 571 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Operations Expanded to Parking, Enforcement Agreements. Emory University’s success hosting the multi-day events was in many ways built upon our expert and time sensitive coordination with University and City departments, bus companies and parking facility owners.
Confidence in our wide-ranging abilities was a significant factor in the University’s subsequent decision to award campus-wide parking and parking enforcement contracts to SP+.
BamaJam – Enterprise, Alabama
The Situation. The Verizon Wireless BamaJam Music and Arts Festival is a country music festival held each summer in Enterprise, Alabama. With over 100,000 music fans attending the 3-day / 3- night festival each year, traffic usually backs up for miles, and proper controls for collected parking revenues historically were not used. Festival organizers, recognizing the need for professional parking and traffic control assistance, decided to outsource the event’s parking operations to the experts: SP+.
Parking Areas Enlarged, Professionally Filled. SP+ worked with event staff to systematically fill parking locations as guests arrived throughout each day. Experienced parking management personnel supervise the line staff and direct vehicles to parking areas, ensuring a continuously smooth flow of vehicles to the site.
Traffic Plans Eliminated Back-Ups. New traffic plans enhanced efficient vehicle flow on the roads leading to the event as well as within the festival site. Controls on the interior roads allowed for efficient vehicle queuing, and the use of the proper number of pay lanes minimized wait times. The plans ensured that adequate staff was in place for over 18 hours each day at the required locations. This professional advanced planning produced dramatic improvements in traffic flow that received enthusiastic reviews from Alabama State Troopers and event organizers alike.
New Revenue Controls Boost Financial Results. The sale of multi-day parking passes and the need for accurate collection and payment processing procedures required SP+ to implement controls to track collections and match vehicle counts to collected revenues. Doing so helped festival promoters post significantly higher revenues than in prior years. By carefully tracking revenue and efficiently handling traffic, SP+ delivered a comprehensive solution to BamaJam’s transportation needs, setting the performance bar for the future.
City of Fort Myers Parking System – Fort Myers,
Florida
The Situation. The Fort Myers Redevelopment Agency, through a management contract with SP+, operates 573 on-street spaces and 1,525 off-street spaces in the downtown area. Soon after the contract was awarded, the city removed over 150 downtown parking meters, implemented time-zone parking, and began
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Packet Pg. 572 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
downtown reconstruction projects. These initiatives required Standard Parking to address headon the inevitable dislocations and parking inconveniences that they caused.
Customer-Friendly Approach to Time-Zone Enforcement. In conjunction with the switch to time-zone parking, SP+ participated in training programs with the parking enforcement officers to implement a fair and equitable enforcement program. The technique of “chalking” was adopted and implemented as part of the officers’ daily activities. New signage, highlighting a “read the SIGN, avoid the FINE” slogan, was recommended.
Parking Officers as City “Ambassadors.” SP+ recommended that our parking enforcement officers also serve as “Ambassadors” for the city, helping to educate parkers on the new regulations and procedures during construction. As the city reduced its on-street parking inventory and redirected parkers to parking garages and lots, this “delivering good will” approach worked especially well, producing frontline employees who were engaged and invested in the city.
New Garage Equipment Boosted Revenue and Redevelopment. SP+ assisted in the procurement and installation of new parking equipment for the city’s parking garages. The fully automated, credit card friendly garages can now remain open 24 hours per day, every day.
Around-the-clock operations, an enhanced revenue stream and reduced labor expenses, coupled with creative approaches to downtown parking rules and construction, all produced demonstrable benefits to the City of Fort Myers.
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Packet Pg. 573 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) PRINTED ON 30% POST-CONSUMER RECYCLED CONTENT PAPER.
Cost Proposal
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Packet Pg. 574
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) Proposal Response to the City of Santa Monica Request for Proposals Parking Management Services Printed on 100% post-consumer recycled content paper.
Cost Proposal
For the purpose of evaluation, proposer must include an overall staffing and operating plan covering all the facilities, as well as separate operating and staffing plans for each parking location, zone of grouped facilities, and event specific programs, accounting separately for revenues, costs, and staffing. The Contractor is required to provide labor for staffing bicycle valet services. The City prefers inclusion of all overhead costs, payroll and insurance to be budgeted as a flat labor per-hour rate.
Please see our Pro Forma and Proposed Staffing Plans on the following pages. We have developed this proposal with the City’s stated objectives in mind, and have offered the City a number of new and exciting value propositions that are in contrast to the reduced pricing and management fees we offer in our pro forma(s) below.
Our all-inclusive hourly rate for Special Events and the Bicycle Valet is $18.50 per hour.
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Packet Pg. 575 Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Windcave)) First Year Pro Forma
City of Santa Monica Renewal - 2015
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Packet Pg. 576
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
Year 1 1 North 1 South 2 South 3 North 3 South 4 North
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153
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Packet Pg. 577
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
ExpensesPayroll & Benefits
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19,607 7,612 2,272 18,876 5,748 2,359
154
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Packet Pg. 578
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
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155
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Packet Pg. 579
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
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156
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Packet Pg. 580
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
ExpensesPayroll & Benefits
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157
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Packet Pg. 581
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and First Year Pro Forma
City of Santa Monica Renewal - 2015
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158
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Packet Pg. 582
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Staffing Plans
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AM Shifts Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday HRS HRSAttendant-2nd $ 10.15 OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm Attendant-4th $ 10.15 8AM-4:30PM 8AM-4:30PM 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm Attendant- Civic $ 15.03 OFF OFF 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM Attendant- PS7 $ 9.91 8am-4:30pm OFF OFF OFF 8AM-4:30PM 8AM-4:30PM OFF Attendant- Ps8 $ 9.91 8AM-4:30PM 8AM-4:30PM 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm Library Attendant $ 14.35 OFF OFF 8AM-4:30PM 8AM-4:30PM 8AM-4:30PM 8AM-4:30PM 8AM-4:30PM Bike Valet $ 9.91 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm 9am-5:30pm OFF OFF Bike Valet $ 13.05 Bike Valet Bike Valet 8AM-4:30PM 8AM-4:30PM 8AM-4:30PM OFF OFF Bike Valet $ 9.91 Bike Valet Bike Valet 8AM-4:30PM OFF OFF 8AM-4:30PM 8AM-4:30PM PM ShiftsAttendant-2nd 10.69 $ OFF OFF 4PM-12:30AM 4PM-12:30AM 4PM-12:30AM 4PM-12:30AM 4PM-12:30AM Attendant-Library $ 10.15 3:30pm-12am OFF OFF 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am Attendant- PS7 $ 9.91 3:30pm-12am 3:30pm-12am OFF OFF 3:30pm-12am 3:30pm-12am 3:30pm-12am Attendant- PS7 $ 9.91 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30am OFF OFF 4pm-12:30am Attendant- PS6 $ 9.91 3:30pm-12am 3:30pm-12am OFF OFF 3:30pm-12am 3:30pm-12am 3:30pm-12am Attendant- Ps8 $ 9.91 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30am OFF OFF 4pm-12:30am Attendant- 4th $ 10.69 7:45am-4:15pm 7:45am-4:15pm 4pm-12:30am 4pm-12:30am OFF OFF 4pm-12:30am
Average Hours 469.3333
Zone SupervisorsSupervisor AM Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday FridaySupervisor - 2nd $ 12.65 OFF 8am-4:30pm 8am-4:30pm 7am-3:30pm 7am-3:30pm OFF OFF Supervisor- 4th $ 12.65 8am-4:30pm 8am-4:30pm 6am-2:30 7am-3:30pm 8am-4:30pm OFF OFF Supervisor - 7 &8 $ 12.65 10am-6:30pm 10am-6:30pm 10am-6:30pm 10am-6:30pm OFF OFF 8am-4:30pm Supervisor - Civic $ 12.32 OFF OFF 8am-4:30pm 8am-4:30pm 8am-4:30pm 8am-4:30pm 8am-4:30pm Supervisor PMSupervisor- 4th 12.00 $ 3pm-11:30pm 3pm-11:30pm OFF OFF 3pm-11:30pm 3pm-11:30pm 3pm-11:30pm Supervisor - Civic $ 15.82 3pm-11:30pm 12pm-8:30pm 3pm-11:30pm 3pm-11:30pm OFF OFF 3pm-11:30pm Supervisor - Rover $ 12.00 OFF 3pm-11:30pm 3pm-11:30pm 3pm-11:30pm 3pm-11:30pm 3pm-11:30pm OFF Supervisor - 7 &8 $ 12.99 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30am OFF OFF 4pm-12:30am Supervisor- Rover $ 12.32 12am-8:30am OFF 4pm-12:30am 4pm-12:30am OFF 5pm-1:30pm 10pm-6:30am Supervisor - 2nd $ 12.00 4pm-12:30am 4pm-12:30am OFF OFF 4pm-12:30am 4pm-12:30am 4pm-12:30am Supervisor- Overnight $ 12.00 OFF 10pm-6:30am 10pm-6:30am 10pm-6:30am 10pm-6:30am 10pm-6:30am OFF
Average Hours 432
Revenue Equipment Collection StaffSupervisor - Pay Station Collector 13.70 $ OFF OFF 4am-12:30pm 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF Supervisor -Pay Station Collector $ 13.32 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF OFF OFF 4am-12:30pm Pay Station Collector $ 11.87 4am-12:30pm OFF OFF 4am-12:30pm 4am-12:30pm 4am-12:30pm 4am-12:30pm Pay Station Collector $ 11.55 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF OFF 4am-12:30pm 4am-12:30pm Pay Station Collector $ 10.69 OFF 4am-12:30pm 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF OFF
Average Hours 176
159
4.C.f
Packet Pg. 584
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Command Center Staffing
Coordinators Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday FridayCoordinator AM $ 11.91 6am-2:30pm OFF OFF 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm Coordinator AM $ 11.00 OFF 6am-2:30pm 6am-2:30pm 8am-4:30pm 8am-4:30pm 8am-4:30pm OFF Coordinator AM $ 11.00 8am-4:30pm 8am-4:30pm 8am-4:30pm 2pm-10:30pm OFF OFF 8am-4:30pm Coordinator PM $ 11.29 2pm-10:30pm 2pm-10:30pm OFF OFF 2pm-10:30pm 2pm-10:30pm 2pm-10:30pm Coordinator PM $ 11.00 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30pm OFF OFF 4pm-12:30am Coordinator PM $ 11.29 10pm-6:30am OFF 2pm-10:30pm OFF 4pm-12:30am 4pm-12:30am 10pm-6:30am Coordinator Overnight $ 13.11 OFF 10pm-6:30am 10pm-6:30am 10pm-6:30am 10pm-6:30am 10pm-6:30am OFF
Average Hours 280
Equipment TechniciansTech Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday Tech #1 $ 15.40 OFF OFF 7am-3:30pm 7am-3:30pm 7am-3:30pm 7am-3:30pm 7am-3:30pm Tech #2 $ 15.00 6am-2:30pm 6am-2:30pm 2pm-10:30pm 2pm-10:30pm 2pm-10:30pm OFF OFF Tech #3 $ 15.00 2pm-10:30pm 2pm-10:30pm OFF OFF 3pm-11:30pm 2pm-10:30pm 2pm-10:30pm
Average Hours 120
Structure MaintenanceMaintenance Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday FridayMaintenance #1 $ 13.00 OFF OFF 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm Maintenance #2 $ 13.05 Bike Valet Bike Valet 6am-2:30pm 6am-2:30pm 6am-2:30pm OFF OFF
Average Hours 80
Office Workers - Customer Service/PhonesOffice Staff Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday Monthly Coordinator $ 13.00 OFF OFF 8:30am-5:00pm 8:30am-5:00pm 8:30am-5:00pm 8:30am-5:00pm 8:30am-5:00pm Accounts Payable $ 15.40 OFF OFF 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm Bookkeeper $ 13.36 OFF OFF 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm 6am-2:30pm
Average Hours 120
Management TeamManager/ Asst. Manager Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday Senior Facility Manager As Needed As Needed 8am-5:30pm 8am-5:30pm 8am-5:30pm 8am-5:30pmOffice Manager $ 15.40 OFF OFF 8am-4:30pm 8am-4:30pm 8am-4:30pm 8am-4:30pm AFM- Morning $ 20.54 6am-2:30pm OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm 6am-2:30pm AFM- Night $ 18.99 2pm-10:30pm 2pm-10:30pm 2pm-10:30pm OFF OFF 2pm-10:30pm 2pm-10:30pm AFM- Night $ 18.99 OFF 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30am 4pm-12:30am OFF AFM- NIght $ 18.50 4pm-12:30am OFF OFF 3pm-11:30am 3pm-11:30am 3pm-11:30am 4pm-12:30am
Average Hours 200
160
4.C.f
Packet Pg. 585
Attachment: SP Plus Original Contract (7191 : Parking Contract Extensions (SP Plus, Skidata, and Beach staffing schedule
6$17$021,&$(03/2<((%($&+23(5$7,216&+('8/('
Cashier & Attendants
Summer
Staffing
Winter
Staffing
AM Shifts Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday HRS HRSCashier $ 11.33 OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm Cashier $ 10.40 8AM-4:30PM 8AM-4:30PM 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm Cashier $ 11.67 8am-4:30pm OFF OFF OFF 8AM-4:30PM 8AM-4:30PM OFF Cashier $ 10.40 OFF OFF 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM 7:45AM-4:15PM Cashier $ 10.70 8AM-4:30PM 8AM-4:30PM 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm Cashier-Seasonal $ 10.15 8am-4:30pm OFF OFF OFF 8AM-4:30PM 8AM-4:30PM OFF Cashier $ 9.91 8AM-4:30PM 8AM-4:30PM 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm Cashier $ 9.91 7:30am-4pm 7:30am-4pm OFF 7:30am-4pm OFF 8AM-4:30PM 8AM-4:30PM Cashier $ 9.91 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm OFF OFF Cashier $ 9.91 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm OFF OFF Cashier Seasonal $ 9.91 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm 9am-5:30pm OFF OFF Cashier-Seasonal $ 9.91 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm OFF OFF Cashier-Seasonal $ 9.91 OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm Attendant-Seasonal $ 9.91 9am-5:30pm 9am-5:30pm 8am-4:30pm 8am-4:30pm 8am-4:30pm OFF OFF Attendant-Seasonal
OFF OFF OFF OFF OFF 8AM-4:30PM 8AM-4:30PM Attendant-Seasonal $ 9.91 OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm 6pm-10pm 9am-5:30pm PM ShiftsCashier 11.67 $ 3:30pm-12am 3:30pm-12am OFF OFF OFF OFF OFF Cashier $ 11.55 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am OFF OFF Cashier $ 11.33 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am OFF OFF Cashier $ 10.70 OFF OFF 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am Cashier-Seasonal $ 9.91 3:30pm-12am 3:30pm-12am 3:30pm-12am OFF OFF 3:30pm-12am 3:30pm-12am Cashier $ 10.40 3:30pm-12am 3:30pm-12am 3:30pm-12am OFF OFF 3:30pm-12am 3:30pm-12am Cashier-Seasonal $ 9.91 12pm-8:30pm 12pm-8:30pm OFF OFF 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm Cashier $ 10.40 9am-5:30pm 9am-5:30pm 9am-5:30pm OFF OFF OFF 3:30pm-12am Attendants-Seasonal $ 9.91 12pm-8:30pm 12pm-8:30pm OFF OFF 12pm-8:30pm 12pm-8:30pm 12pm-8:30pm 940 568
Average Hours 692
SupervisorSupervisor AM Pay Rate Saturday Sunday Monday Tuesday Wednesday Thursday Friday Supervisor 11.72 $ 9am-5:30pm 9am-5:30pm OFF OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm Supervisor $ 10.15 OFF 9am-5:30pm 9am-5:30pm 9am-5:30pm OFF 9am-5:30pm 9am-5:30pm Supervisor PMSupervisor 13.43 $ 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am 3:30pm-12am OFF OFF 120 120
Average Hours 120
Revenue Equipment Collection Staff/Equipment TechniciansPay Station Collector 18.94 $ OFF OFF 4am-12:30pm 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF Pay Station Collector $ 12.99 4am-12:30pm 4am-12:30pm 4am-12:30pm OFF OFF OFF 4am-12:30pm Pay Station Collector $ 12.39 4am-12:30pm OFF OFF 4am-12:30pm 4am-12:30pm 4am-12:30pm 4am-12:30pm 120 120
Average Hours 120