Parking Management Solution

The vendor is required to provide that parking management solution a strategic initiative to modernize its parking enforcement and penalty management systems as part of its broader commitment to innovation, efficiency, and exceptional service delivery. 
- This vision involves consolidating existing back-end service providers into a streamlined, integrated parking management solution. 
- The consultant’s recommendations, the city is interested in migrating the entire parking operation to a centralized parking management system which will utilize a combination next generation technology
- Provide a parking e-ticket solution that will serve as the foundation for a modernized administrative penalty system (aps) program, streamlining the process from enforcement through resolution while supporting the city’s strategic goals.
- The key components of the solution must include:
•    Third-party customer service support
•    Implementation of license plate recognition (LPR) technology
•    A penalty management website and client-facing payment portal
•    Digital parking permit management
•    Full support for the aps ticket lifecycle, from issuance to resolution
•    Must be interoperable with existing physical payment systems.
- Penalty notice management
•    Capture offence information, including data, copies of notices, certified documents, and photographs in the back-office system; via automatic integration with handheld parking penalty issuance devices and with photo-based penalty processing center systems, ideally with license-plate recognition technology. 
•    The back-office system should also mass-upload penalty notices automatically via text and flat file, and manually create penalty notice cases within the system via individual creation.
•    Support audit logging. 
•    Capture in the back-office system and via reporting functionality audit logs of action history over time made by any clients, users, vendor staff and automated workflows, with every data field change in the offence including the field changed, the value prior to and after the change, the user making the action, and a date and timestamp. 
•    Audit logs of action history should be available to the city. 
•    Logs should be retained for the entire time a penalty case is active and be retained for a set period (to be provided by the city) after the penalty case is resolved.
•    Allow automatic changes to offence data in the back-office system through “clock” workflows that evaluate the offence based on a lifecycle to be provided by the city.
•    Allow for all case data fields to be manually updated, attachments and comments added in the back-office system dependent on user role. 
•    Configuration should allow for the city to make specific changes such as enter, adjust, and reverse refunds and payments; transfer or re-assign payments between offences; and add charges among other tasks
•    Allow cases to be looked up and sorted by all provided data fields in the back-office system by certain city user roles. 
•    Allow cases to be viewed as temporarily grouped under certain common fields (e.g., all offences under a certain plate, owner, on x date).
•    Provide a function to enter handwritten penalty information and upload handwritten penalty records into the back-office system
•    Manage multiple penalty types (contravention codes) with different workflows, work queues, lifecycle requirements and user roles.
- Client request integration
•    Provide a publicly available website hosted by the contractor to support client payment, dispute, and education on penalty notices, including the ability for clients to view certain case details such as penalty status on the website upon entering their license plate number and penalty notice number; to make payments, submit request forms, and to schedule appointments. 
•    Provide the functionality to ensure access to the back-office system data is protected through the publicly available website. 
•    Client action on the site must be on a per-penalty basis. 
•    License plate number and penalty offence number must allow clients to access information for that penalty only, and take actions such as make payment, submit request forms, or to schedule appointments for that penalty only.
•    The solution should allow for forms to be hosted either as embedded forms (e.g., via iframe) or as externally linked forms. 
•    These forms must support client submission of various request types and enable uploading of multiple attachments, with configurable file type and size limits.
•    Allow for attachments provided within online forms to be scanned by the solution and then attached to the appropriate case.
•    The solution must provide an integrated e-payment capability that enables clients to securely pay their offences online through the publicly accessible website hosted by the contractor. 
•    This e-payment functionality must support integration with paymentus, the city’s preferred payment processor, and comply with all PCI-DSS requirements as outlined in requirement m4. the payment process should be seamless, user-friendly, and accessible on all major devices and browsers.
•    Store in the back-office system all data related to client contact details provided and known, including names, addresses, phone numbers, email addresses and vehicle ownership.
•    Provide the ability for all user interfaces on the public-facing website to be designed and developed using a fluid grid 
•    Analyze web portal usage or traffic using third-party web analytics platforms 
•    Be able to perform or work independently or adaptively to the operating system (OS) browser and device being used by the client end-user to access the public-facing website. 
•    Provide the ability to restrict attachment types submitted by the client
•    Provide the ability to configure client facing mobile device interfaces for the public-facing website using responsive design standards.
•    Provide sufficient integration with the publicly available website to allow the client to, upon entering their penalty order number and license plate number into the public-facing website, only view and select the options that are available within the specifically provided penalty lifecycle (e.g., if the penalty is more than 45 days old, the client can only see the “pay” option as their window to screen or request an extension has passed).
- Payment integration
•    Provide a 2-way API for integration of the back-office system with the city’s point of sale systems. 
•    The API must allow the pos system to retrieve offence notice data from the back-office system based on unique identifier(s) (e.g., license plate and offence number) at the point of in-person transaction. 
•    It must allow the pos system to then post payments made in-person to the appropriate case in the back-office system. 
•    Allow for cheque and money order payments processed by third party remittance to be posted to the appropriate penalty case through daily upload of a text pay file into the back-office system
- Payment card industry data security standard (PCI-DSS) (back-office functions)
•    The following methods of payment must be supported in the solution.
o    Credit (visa/Mastercard/Amex) online (m2.7)
o    Mastercard debit and visa debit online (m2.7)
•    Paymentus as the preferred solution for processing payment card transactions. 
•    The solution must integrate with paymentus for online transactions.
•    The solution must be able to add a service fee to the transaction, configured to charge different service fees based on the method of payment, and the payment channel. 
•    The solution must be configured to charge both a percentage (%) of the transaction amount or a flat fee ($). 
•    Whether the fee is a percentage or flat fee will be dependent on the method of payment, and the payment channel.
- Volume and data
•    Be able to manage the city’s annual penalty volume 
•    In line with the above data volume the solution must be able to store and make accessible within the back-office system, for each unique case, copies of all documents per case (penalty notice, notices sent later in the lifecycle, attachments provided by the client, etc.) 
•    Be available 99.5 per cent of the time every month 
•    Adhere to industry-standard best practices for web performance optimization, such as google page speed insight standards or similar.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: September 18, 2025