Mobile Parking Payment Solution

The Vendor is required to provide for a PCI-compliant cloud based Mobile Parking Payment Solution (the “Solution”) to become part of the City’s on-street parking system (excluding off-street parking lots).
- The Solution must allow drivers that park at on-street pay parking locations within the City to purchase parking sessions using a Mobile App (e.g. smartphone app/browser-based app), and preferably also a telephone-based Interactive Voice Response (IVR) system.
- The Solution must have the ability to support up to 20,000 metered parking spaces/zones which have parking regulations and rates that can vary individually and/or by block according to the current parking regulations and rates
- The Solution must be functional as a Mobile App.
- Provide users of City on-street pay parking with an additional mobile payment vendor that has multiple payment options, including credit, debit and e-wallet;
- This software, in conjunction with other technologies, allows City staff to check the parking status of customers (for pay and permit parking), issue parking tickets, and issue tow requests.
- Typically, on-street pay parking spaces are served by:
o Single and dual space parking meters
o Pay by licence plate pay stations
o Pay by app only parking locations
- Temporary restrictions to pay parking spaces that require spaces to be unavailable for parking within specific time ranges are often implemented.
- The City’s Ticket Inquiry CSRs assist Customers that have received a parking ticket as a result of making an error using the MPP system (by also using a web-based tool to access/edit Customer account information).
- The City’s 311 Customer Service Representatives (CSRs) provide telephone and online customer service for Mobile Parking Payments using a web-based tool.
- Most calls are related to correcting a customer’s errors in existing or previous parking sessions, addressing issues with out of order meters, or cash refunds.
- If Customers call the City’s 311 CSRs with technical issues, they are routed to City to resolve the issue. If the City cannot resolve the issue, the City’s Mobile Parking Payment (MPP) provider is required to speak with the Customer directly.