Parking Citation Processing and Collection Services and Sales Stores Management Services

The Vendor is required to provide for parking enforcement within designated business and residential areas.
- In Fiscal Year 2025, the year ending June 30, 2025, 212,618 individual citations were posted to the system and $1,253,710 in fines were collected, deposited and tracked under 16 separate revenue codes.
- Payments were received in person at two separate locations, through a mail in lock box, through the internet, and an IVR telephone system.
- An IVR-based customer call center received 24,513 telephone calls and 24,077 of those calls transferred out of the automated system and to a customer service representative. 24,679 written appeals or inquiries were received and responded to.
- The current parking citation system is a large volume, highly complex computer-based operation involving a major data processing system and numerous manual and automated subsystems, elements and functions.
- The operation involves numerous interfaces and coordination among and between internal and external entities.
- The processing, adjudication, collection and final disposition of parking violations is inherently complex. The data environment is also complex and involves numerous events for each record.
- The remaining citations are a check-off type handwritten ticket. These are manually entered and uploaded in an overnight batch process.
- The parking citation and payment envelope are affixed to the cited vehicle.
- The parking ticket reflects the specific violation and the corresponding fine (fine amounts range from $45.00 to $250.00).
- Parking ticket data, information and transactions are updated and maintained in a citation database.
- The ticket database system provided must also accommodate the sales of the abovementioned parking products and any future similar products.
- Sales transactions must include strong cash handling procedures to ensure both accountability and auditability.
- For Fiscal Year 2025 (FY25) which ended on June 30, 2025, the current Contractor-operated IVR system and received 24,513 telephone calls.
- Approximately 98% of the calls were transferred to a customer service representative.
- The current Contractor also received approximately 24,679 written appeals or inquiries.
- The County allows a limited administrative review of citations in accordance with a series of business rules.
- For FY25 approximately 2% of fines and penalties assigned were administratively dismissed.
- There are approximately 80 different form letters in use by the current Contractor to respond/notify inquirers of administrative review decisions and adjudication matters.
- Provide the Contractor with sample formats of these letters
- Must demonstrate an ability to respond quickly, accurately and courteously to inquiries within the complex guidelines of the County’s limited administrative review process.
- Citation Processing System
• Provide a fully tested, functioning parking management and collection system, hereinafter referred to as the "System.” The System shall comprise all hardware, software, database management, communication networks, reports, forms, notices, and support services. In addition, the System shall be compatible with the County’s Oracle network infrastructure.
• Provide support services to include: data entry, error correction, document storage, registrant data acquisition, noticing, report generation and distribution, audit and control processes, quality assurance, telephone and correspondence processing, and operational management of those functions. The Contractor shall also provide sufficient staff with the required expertise to support System applications and its ongoing operation, maintenance, and enhancement.
• Credit card accepted must include the following: Visa, MasterCard, Discovery, and American Express. The Contractor must perform operational audits, reporting and reconciliation functions related to this activity. All transactions and transfer of funds to the County’s designated bank account must be completed at the end of each business day.