HomeMy WebLinkAbout19-Facilities Management
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CITY OF SAN BERNARDINO - REQUEST FOR COUNCIL ACTION
Subject:
Resolution authorizing execution of a three-year contract
and issuance of a Purchase Order to Phoenix Group
Information Systems for parking citation processing for the
City of San Bernardino.
From: James Sharer, Director
Dept: Facilities Management
Date: March 12, 2007
Synopsis of Previous Council Action:
MICC Meetinl': Date:
April 2, 2007
5-22-02 Reso 2002-133 Amendment of agreement 01-124 with the City ofInglewood relating to the
Processing of parking citations.
07-7-99 Reso 1999-210 Execution of an agreement with the City of Inglewood for processing
Parking citations.
Recommended Motion:
Adopt Resolution, and
Authorize the Director of Facilities Management to send a Notice of Termination of Agreement 01-124
To the City ofInglewood .
James W. Sharer
Director of Facilities Mana ement
Phone: 384-5244
Contact person: James Sharer
Supporting data.attached: Staff Report, Resolution
Ward(s):
All
FUNDING REQUIREMENTS:
Amount: $40,000.00
Source::
001-326-5502
· Iif l!h#';o' {.~
i-U Bar ara Pac on
/" Director of Finance
Council Notes:
Agenda Item No.
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4-1 ~/ 01
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CITY OF SAN BERNARDINO - REOUEST FOR COUNCIL
ACTION
STAFF REPORT
SUBJECT
Resolution authorizing execution of a contract and issuance of a Purchase Order to
Phoenix Group Information Systems for parking citation processing for the City of San
Bernardino.
BACKGROUND
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The Facilities Management Department has been in charge of the Parking Enforcement
program for the City since the early 1980's. When staff took control of this program, an
internal software program was used for the processing of parking citations. In 1994, AB
408 was passed decriminalizing parking citations and the city contracted with Parking
Enforcement Technology for the issuance of electronic citations and Data Ticket for out
of state collections. In 1999, staff determined it was cost prohibitive to keep the
processing program operating due to the year 2000 conversion. A contract was issued to
the City of Inglewood for the processing of parking citations. Inglewood uses a DOS
based program for parking citations and has now determined they need to upgrade their
system.
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On March 2, 2007 and again on March 20, 2007, Inglewood sent an e-mail to the City
(attached) stating that we needed to sign a letter of intent to stay with them, or they
would cancel our service in ninety days. The City had until March 9 to sign the letter or
be dropped as a customer. We have talked to Inglewood numerous times over the past
year about the proposed upgrade, and they had no costs available for services if we stay
with their organization. Furthermore, the sample letter of intent makes numerous
statements of how we have been kept informed of the upcoming change and allowed to
be involved in the selection process for their new vendor. Staff had no knowledge they
were planning to outsource the services until we spoke with one of the Inglewood RFP
recipients two weeks ago. We were shocked at how little we knew about their planned
outsourcing, and feel that with no c'osts provided to us to date, the City would be better
served to seek a new vendor. Because of the now imposed timeline by the City of
Inglewood, urgent action is needed to get a new vendor in place and the voluminous
data converted. Staff also asks for authorization to terminate the parking processing
agreement with the City of Inglewood, to facilitate ending this contract and engaging in
a new contract.
Staff has looked at the other possible ways to process parking citations. The current
contract with Inglewood is for processing only, which was a choice staff made in 1999.
Currently, numerous other vendors offer citation processing, customer service, Internet
access and payment of citations, payment processing, 24 hour telephone service, and
computerized document response, eliminating the need for copies and filing. The entire
,
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program is web based, making the system accessible by staff or the public from any
terminal.
The City of San Bernardino writes approximately 24,000 parking citations annually. We
currently have five full-time and three part-time officers in the field. There would be no
changes to this system. The parking control public counter is located in the basement
and has three customer service positions and one supervisor. For the past year, the
department has had at least two vacancies in the customer service rep positions due to
the contentious nature of the work. The department has used temporary employees from
an agency in this position, and had the same staff turnover. There is currently a two
month backlog in adjudication responses and filing due to the overwhelming workload.
To facilitate us in the decision, staff met with and talked to numerous vendors at the
California Public Parking Association armual conference held November 1, 2006, in
Irvine. The City has been a member in good standing of this organization for the past 14
years, and found it to be great forum for discussing the parking enforcement industry
with other Cities and with vendors in the industry. Staff discussed our situation with
other cities on the exposition floor, and found that our situation regarding outdated
software and customer service turnover issues was highly common in the industry Staff
next talked to citation processing vendors who work with cities, counties and
universities similar in size to our operation. After meeting with these vendors, a clear
choice became apparent based upon services offered and ease of use.
Phoenix Group Information Systems has been in the parking citation processing
business since 1988. They offer a full-service solution to their customers, encompassing
a web based citation inquiry, payment and administration system. They offer 24 hour
telephone service integrating an Individual Voice Response (lVR) system, where callers
can check the status of their citation, their adjudication, and/or make payments over the
phone. They have a fully staffed customer service department to handle telephone
inquiries during regular business hours. They handle and process payments into a city
account, and do not co-mingle funds from other agencies. Because their service is web
based in real time, constituents who are not satisfied with the response from their
customer service desk could be forwarded to a customer service rep here at the City for
difficult or complicated issues. Currently, the Counties of Riverside and San
Bernardino, as well as the Cities of Ontario and Santa Ana use Phoenix Group
Information Services and are very pleased with the services provided.
If approved by the Mayor and Common Council, this resolution will authorize this
Negotiated Purchase with Phoenix Group Information Systems per Municipal Code
S3.04.0IO (B) (3). IJ1 this situation, the negotiated purchase is requested due to the
current vendor's cancellation of our services agreement, and Phoenix Group
Information Systems knowledge and web based system for parking citation processing.
The agreement for services will include a 90 day termination clause for either party, in
case the program does not meet with the needs and or expectations of the City.
Staff recommends issuing a three year contract to Phoenix Group Information Systems
with three one-year renewal options.
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FINANCIAL IMPACT
Funding for parking citation processing is included in the Facilities Management
Budget, account No. 001-326-5502. The total expenditures associated with this
agreement are offset by revenue generated from issued citations. Cost per citation for
processing will be $1.26, noted in Exhibit I, page 90-1, which is a decrease from our
current contract with the City of Inglewood at $1.53. One-time costs for equipment will
be $16,820 and the first year of processing will be approximately $18,000. The
department asks for a budget of $40,000 for the first three years to cover start up and
program expansion. Staff does anticipate that after the system is up and the conversion
completed, the Department will be able to reduce staffing by one Customer Service
Representative.
RECOMMENDATION
Adopt Resolution, and authorize the Director of Facilities Management to send a Notice
of Termination of Agreement 01-124 to the City ofInglewood.
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Williams_Sh
From: Dean Viereck [dviereck@cityofinglewood.org]
Sent: Tuesday, March 20, 2007 3:05 PM
To: Sharer_Ja
Cc: Williams_Sh; Allison_Ca
Subject: San Bernardino's Intent to Continue Using the City of Inglewood's Citation Management Services;
Please contact me as soon as possible.
""
<...,
. Lltion
This letter is a request to confirm the City of San Bernardino's intention to continue
contracting parking citation processing services from the City of Inglewood. Your agency is
the only client that has not yet responded to our earlier requests for a letter of intent
and completion of questionnaire.
As previous stated, the City of Inglewood plans to replace the current parking citation
processing system. We have completed an extensive request for proposal process and have
coordinated this process with current PTSclients. This process has resulted in the selection of
Citation Management (Duncan Solutions, Inc., subsidiary) for use of their AutoProcess System
and related services.
It it's our desire to continue with all organizations currently using PTS. We have contacted you
on numerous occasions leaving voice messages on February 1,5,6,8,13,16,23 and March
2,5,6,7. As stated in our prior e-mails, ' intent to
~ . ~~ ,^- " - '. _~:; s will be
Therefore we have no choice but to recommend that your contract be
discontinued and formally submit a 90 day notice effective' .: date).
If you wish to continue citation processing services with the City of Inglewood complete the
attached letter of intent and retumit immediately.
(See attached documents)
Sincerely,
Dean Viereck
Enterprise Services Manager
Dviereck@cityofinglewood.org
310-412-4270 Office
562-619-5439 Cell
310-330-5755 Fax
. 3/27/2007
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61(/13 IT 1.
Presents to the City of .
WINCI,re.Ne,r
Proposal Response
Parking Citation Processing, Delinquent Collections
Management of the Preferential Parking Permit Program
Due Data: March 12, 2007
By: 5:00 P.M.
Proposed by:
Mary Houghton
Vice President
PHOENIX GROUP Information Systems
Certified Small Business
This ProDOSal is for services involved in the Drocessinrt of lHII'lUnrt citations issued bv
the Citv of Sun Bernardino (Clm. This Drocessinrt will consist of Data Entrv. Data
Communications. DMV Communication. "Notice of Delinauent ParlUnrt" DrelJ(lI'Q/jon
und mailinllS. subseauent Drocessinll of Pavments. reoortinrt and all other
SDecifrcations identified within the Pro_aL
The Infonnatlon contained within thla Proposal Is for evaluation by the CITY. This
Proposal should not be disclosed or fol'W8rded to persons outside the CITY.
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frQposal to the City of San Bernardino - March 12. 2007
BIDDER:
PHOENIX GROUP Information Systems, a California Corporation
2670 North Main Street, Suite 200
Santa Ana, CA 92705
(714) 460-7200
(714) 384-0151 (Fax)
http://www.phxgroup.com
l1frL
/(/../ f}fj~+
Robert T. Murphy . '5.'fiE<7
President
Email: RmurohvtBlphxarouo.com
Mary Hou
Vice President
Email: Mhouahtonailohxarouo.com
Primary Contact for Proposal
And Contact
Subcontractor:
Credit Solutions Corporation, a Califomia Corporation.
95n Chesapeake Drive
San Diego, CA 92123
Contact: Luis Beeli, Government Fiscal Solutions
714.931.5582
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frQposal to the City of San Bernardino - March 12. 2007
TABLE OF CONTENTS
SECTION 1 - COMPANY PROFILE .............................................................................6
1.01 Company Background ........................................................................................... 6
1.02 Company Philosophy .............................................................................................6
1.03 Products and Enhancements ............................................................................... 6
1.04 Personnel Qualifications ....................................................................................... 8
1.05 Proposal Summary of Services - Highlights..................................................... 13
1.06 Implementation Plan ............................................................................................ 16
1.07 Complete list of Bid Services Requested and More ................................. 17
SECTION 2 - WINCITE CITATION PROCESSING SERViCES............................ 18
2.01 Processing Services Introduction ...................................................................... 18
2.02 Original Import Citation Entry ............................................................................. 19
2.03 Duplicate Citations ............................................................................................... 20
2.04 California DMV Interface - Registered Owner Changes ............................... 21
2.05 DMV (Out-Of-State) Communications .............................................................. 22
2.06 Method of Operation ............................................................................................ 23
2.07 Mailing Address ....................................................................................................24
2.08 Notice-of-Delinquent Parking Violation ............................................................. 24
2.09 Failed Delivery of Delinquent Notice .................................................................26
2.10 Custom Letters ..................................................................................................... 26
2.11 Daily Payment and Deposit Processing Overview.......................................... 27
2.12 Multiple Payments ................................................................................................29
2.13 Walk In Payments - Revenue Collected at CITY ........................................... 30
2.14 Credit Card Payments ......................................................................................... 31
2.15 Payment Plans (Settlement Agreements) .......................................................33
2.16 Partial Payments .................................................................................................. 33
2.17 Payment Extensions ............................................................................................34
2.18 Bank Returned Checks (NSF)............................................................................ 34
2.19 Refunds.................................................................................................................. 35
2.20 Payment Disposition Tracking and Reason Codes ...............:........................ 36
2.21 Revenue Distribution - Monthly Surcharges .................................................... 37
2.22 Toll Free Telephone Violator Inquiry (IVR)....................................................... 38
2.23 Contested Citations and Tracking .....................................................................39
2.24 Initial Administrative Review ............................................................................... 40
2.25 Hearing Examiner Review .................................................................................. 41
2.26 Hearing Scheduling .............................................................................................. 43
2.27 Hearing Officer...................................................................................................... 43
2.28 Trial de Novo.........................................................................................................43
2.29 Voiding and Dismissing Citations ...................................................................... 44
2.30 Phone Notes .........................................................................................................44
2.31 System Notes........................................................................................................ 45
2.32 Citation Inquiry ......................................................................................................45
2.33 System Inquiry to Citation Data ......................................................................... 46
2.34 Remote Data Entry............................................................................................... 47
2.35 System Access to Citation Data......................................................................... 49
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f!:Qposal to the City of San Bernardino - March 12. 2007
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2.36 System Security and Password Protection ...................................................... 49
2.37 Reporting - Electronic ......................................................................................... 49
2.38 System Backup and (Disaster) Recovery......................................................... 50
2.39 Involvement with the Internet ............................................................................. 50
2.40 System Backup and (Disaster) Recovery.......................................................... 51
2.41 Processing Time lines...........................................................................................52
2.42 System Conversion ...............................................................................................54
2.43 Audits - Books and Records and Data Retention ........................................... 55
2.44 Special Collection Processing and Follow up.................................................. 58
SECTION 3. SOFTWARE. HARDWARE. and COMMUNiCATIONS................ 63
3.01 WINCITE (Host) System Computer Hardware and Software .......................63
3.02 System Backup and (Disaster) Recovery......................................................... 65
3.03 System Security and Password Protection ...................................................... 66
3.04 Hardware and Software Required for Remote Access .................................. 66
3.05 Ease of System - Remote Capabilities ............................................................ 67
4.a1 Handheld Ticket Writer Equipment.................................................................... 68
4.02 Software Package ................................................................................................ 68
4.03 Description of Handheld Ticket Writers ............................................................ 68
4.04 Hand Held Ticket Writer Equipment and Software Provided ........................ 69
4.05 Parking Issuance Software ................................................................................. 71
4.06 Overnight Communication ..................................................................................73
4.07 Data Collection and Charging Stations............................................................. 73
4.08 Transfer of Data - Communications .................................................................. 74
4.09 Local Office EquipmentlComputersfTransfers................................................. 74
4.10 Boot Files...............................................................................................................74
4.11 Wamings................................................................................................................75
4.12 Reports................................................................................................................... 75
4.13 Involvement with the Internet ............................................................................. 75
4.14 Time Limit Mark Feature ..................................................................................... 75
4.15 Warranty and Maintenance Upgrades.............................................................. 76
4.16 Implementation and Training ..............................................................................77
4.17 Customer Support - Service Calls .................................................................... 77
4.18 Software Upgrades ...............................................................................................78
4.19 Supplies ................................................................................................................. 78
SECTION 5. PREFERENTIAL PARKING PERMIT PROCESSiNG................... 80
5.01 Permit Application Software................................................................................. 80
5.02 Hardware Requirements ...................................................................................... 81
5.03 Remote Data Entry Ability.................................................................................... 81
5.04 Integrate into Wincite ............................................................................................ 81
5.05 Permit Renewals ................................................................................................... 81
5.06 Permit Supplies...................................................................................................... 82
5.07 Data Conversion .................................................................................................... 82
SECTION 6 - CUSTOMER SERVICE AND TRAINING ......................................... 83
6.01 Customer Service.................................................................................................83
6.02 Account Representative and Training PersonneL......................................... 83
6.03 New legislation and Laws ................................................................................... 84
SECTION 7 - REFERENCES.......................................................................................85
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frQposal to the City of San Bernardino - March 12. 2007
7.01 Credit References ................................................................................................85
7.02 References ............................................................................................................ 85
7.03 Related Systems .................................................................................................. 87
SECTION 8 - COST PROPOSAL .............................................................................. 89
SECTION 9- COMPANY STATEMENTS - Acceptance of Conditions............ 91
9.01 Conflict of Interest Statement............................................................................. 91
9.02 Affirmative Action Statement.............................................................................. 91
9.03 Claims or Demands for Arbitration .................................................................... 91
9.04 Certified Small Business ..................................................................................... 91
9.05 Clarifications/Exceptions to the Proposal Specifications ............................... 91
9.06 Insurance ............................................................................................................... 92
SECTION 10 - REPORTS -........................................................................................ 93
10.01 System Reports Electronically......................................................................... 93
10.02 Additional Reports.............................................................................................. 94
10.03 Ad Hoc Reports .................................................................................................. 94
10.04 List of Available Reports ................................................................................... 95
10.05 Sample Forms ....................................................................................................96
10.06 Data Screens and Remote Capabilities ......................................................... 96
10.07 Data Entry - Remote Functions and Capabilities ......................................... 97
10.08 Handheld Enforcement Device Options A- E ................................................ 98
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frQposal to the City of San Bernardino - March 12. 2007
e SECTION 1 - COMPANY PROFILE
1.01 Comoanv Backaround PHOENIX GROUP Information Systems (PHOENIX
GROUP) is a California Corporation, founded in 1988, and currently has customers
throughout the state of California. PHOENIX GROUP represents a unique blend of
experience and expertise in citation processing, computer system design, and
accounting and financial management and control systems.
PHOENIX GROUP Information Systems provides a variety of services, all related to
processing and management of data for Government Agencies. Our Services are been
refined over the last fifteen (plus) years.
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1.02 Comoanv Philosoohv As a service organization, PHOENIX GROUP realizes that
its most important and fragile asset is its ability and resulting reputation to identify and
fulfill the needs of its customers. Consequently, the Company's philosophy is to
constantly strive to enhance and develop this asset. The Company's approach in
fulfilling this philosophy is to:
. Help a potential customer identify as specifically as possible what their needs
are,
. Play to the Company's strengths in satisfying those needs (we will not say we
can do something when we cannot OR it does not need to done in the first
place),
. Operate within the customer's time frame, not require that the customer operate
within the Company's,
. And to be as economical and cost effective as possible in doing so.
It is this Common Sense approach to the job, our knowledge, experience,
responsiveness and finally our willingness to take responsibility to get the job done that
distinguishes PHOENIX GROUP.
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1.03 Products and Enhancements W'NCITf, The Parking Citation Management
System, is a mature, proven product. Local municipalities have employed Phoenix
Group for facilitating their parking citation processing for many years with complete
satisfaction. PHOENIX GROUP manages every phase in the life of a parking citation
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frQposal to the City of San Bernardino - March 12. 2007
from the time an officer places it on the vehicle through data processing, DMV
communications, Notice of Illegal Parking, and reviewlhearing disposition or payment,
after which it is archived in an inactive status for future reference.
WINCITE provides the capability to process citations issued to both out-of-state and
in-state (California) vehicles. The citations issued to vehicles registered in California
are processed in accordance with the State of California Vehicle Code, the Unpaid
Park!na Violation Notice and the Vehicle Reaistration Non-Uraent Inauirv Manual. The
majority of the processing functions are automatic features of WINCITE. The system will
control the process from validating the input of the citation, obtaining the registered
owner information, generating the Notice of Illegal Parking, placing a registration hold
with the Department of Motor Vehicles, to processing payments. Citations issued to
vehicles out-of-state (ODS) are processed in the same manner as vehicles registered in
California. Our process for ODS citations, however, has an added dimension.
In addition to the steps taken for in-state citations, the System will:
Obtain the vehicle register owner's information from the appropriate state
Department of Motor Vehicles (DMV) as quickly as possible,
Input and track this information, and generate appropriate reporting,
Maintain constant communication with the Department of Motor Vehicles in all 50
states.
This communication with ODS DMV's typically was initiated with all information being
exchanged through hard copy documents or magnetic media format, gradually
becoming more automated over the years. The key to maximizing the probability of
collecting the out-of-state citation payment is to obtain the registered owner's data, and
prepare and mail the notice-of-delinquent parking expeditiously. With this process in
mind, every effort has been made to determine and implement the most effective
method of communication either through magnetic media or hard copy format.
A crucial consideration in this process is the fact that several states have developed
privacy control measures governing the release of registered owner information to other
than governmental agencies. PHOENIX GROUP has developed a method for dealing
with such situations and thus is able to obtain registered owner data from all fifty states.
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frQposal to the City of San Bernardino - March 12. 2007
Constant monitoring of legislation and reporting requirements by PHOENIX GROUP is
required to maintain this type of flexible communication, which will promote a positive,
cooperative relationship with each State and their respective Departments of Motor
Vehicles. Thus, PHOENIX GROUP, through our WINCITE System, will provide the
CITY with the most complete and thorough follow-up and tracking system available and
consequently will maximize the potential from this segment of the CITY'S revenue base.
PHOENIX GROUP implemented a system to automate business and resident alarm
billings. The program was developed several years ago and is the process of an
update. This system, CAT (Computerized Alarm Tracking), was created to meet the
needs of.a CITY, which responds to an alarm through an alarm system installed at a
place of business or residence, which the CITY police or sheriffs' department identifies
as a "False Alarm". CAT will allow the tracking of repeat offenders, permits, and billing
of charges for false alarms. This program will be updated to include other types of
permit renewals, such as Residential Permit Renewals.
Through the combination of these comprehensive systems, and our highly motivated
professional staff, we, at PHOENIX GROUP provide our clients with the most complete,
cost-effective data processing service available.
Enhancements: Phoenix Group works on enhancements to the program on a weekly
basis. Currently a few of the projects expected to be completed by the first of the year
are:
. 802.11 b wireless connection for upload from the handhelds, eliminating the
officers from having to come inside the office to download the ticket files
. Upgrade to a second selection of hardware as an alternative for the hand held
ticket writers
. Ad Hoc Reporting that will be downloadable to an Excel file
. Automating notices to generate daily vs. twice a week.
1.04 Personnel Qualifications The total number of years experience within the
Parking/Municipal industry combined for key employees EXCEEDS 40 years. In
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frQIlosal to the City of San Bernardino - March 12. 2007
e addition to the following key personnel, the remaining staff members include
administrative, operational, customer service and data processing personnel will be
providing service to the CITY.
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frQ.posal to the City of San Bernardino - March 12. 2007
ROBERT T. MURPHY - PRESIDENT
Mr. Murphy has several years of audit experience with the internationally recognized
public accounting firm of Peat, Marwick, Main & Co. While with Peat, Marwick, Main &
Co., one of Mr. Murphy's responsibilities and specialties was directing the annual
financial audits of several municipal governments, commercial and not-for-profit clients.
In addition to his audit responsibilities at Peat, Marwick, Main & Co., Mr. Murphy was a
. Computer Audit Specialist (CAS). As a CAS, Mr. Murphy was responsible for auditing
the computer environments of several commercial, municipal, banking, and not-for-profit
clients. The focus of these audits was to determine, at a minimum, the financial and
physical security of the various client computer environments.
After leaving Peat, Marwick, Main & Co., Mr. Murphy has held such positions as
Director of Internal Audit, Director of Budget and Planning and Vice President of
Finance in various large publicly held firms. This experience has given him a broad
range of first hand knowledge in the planning, budgeting, control and operations of a
variety of financial and operational environments.
As President of PHOENIX GROUP Information Systems, Mr. Murphy is responsible for
the financial, administrative and operational management of PHOENIX GROUP.
In this position Mr. Murphy's focus is to ensure ongoing contractual compliance, and
operational and financial control of the services provided to PHOENIX GROUP clients.
In addition, Mr. Murphy is ultimately responsible for client satisfaction from an overall
customer service/support standpoint.
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frQposal to the City of San Bernardino - March 12. 2007
e MARY HOUGHTON - VICE PRESIDENT
Ms. Houghton began her career in Parking Citation Management in 1980. At that time
she was responsible for new sales and customer operations. She was able to increase
the company's citation processing volume from 20,000 citations annually in her first
year, to two million by 1986.
Her experience has been in sales and marketing, presentations, contract negotiations,
development and direction of client procedures, management and training of customer
service and implementation of new legislation as it relates to procedural changes.
Ms. Houghton held the position as a Security Officer for a private firm and held a secret
level clearance with the Department of Defense for more than three years. Her past
experience has provided her with the knowledge and understanding of government and
municipal operations.
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Over the past ten years she has successfully administered and directed a staff of 30
employees and the operations of more than 100 accounts throughout the State of
California. She interfaced with the customers for all new software development, and
developed all customer procedural manuals. Ms. Houghton's main goal was to ensure
the success of the program through complete customer satisfaction.
In 1989 Ms. Houghton joined the PHOENIX GROUP as Vice President to manage the
Marketing and Customer Service efforts, including system development, marketing
direction, contract Negotiations and customer support. Additional responsibilities include
organization of initial client operational setup, and monitoring of client service and
support on an ongoing basis. Ms. Houghton is a member of the California Public
Parking Association, and is currently Membership Chairman. The Association selected
her as the 'Parking Professional of the Year" in 1990.
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frQposal to the City of San Bernardino - March 12. 2007
DAVE ROTENBERG - TECHNICAL SUPPORT MANAGER
Career Historv:
1999-2002
Position:
Agency:
Department:
Community Service Specialist
California State Monterrey Bay
Transportation and Parking Services
. 2002-Present
Position:
Agency:
Department:
Technical Support Manager
Phoenix Group Information Systems
Technical Support, Information Systems
Specialties and Experience:
. Parking and transportation database management
. Hardware diagnosis and repair
. SQl database administration
. MS Access database administration
. Network administration
. Web development
. Handheld systems support
Prior Experience
. Enforcement of parking regulations
. Vehicle abatement
. Technical support service
. Installation and maintenance of parking dispensers and meters
. Establishment and collection of fees for parking
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f.rQposal to the City of San Bernardino - March 12. 2007
1.05 Procosal Summarv of Services - Hiahliahts The management staff is pleased to
propose our program and services to the City of San Bernardino. In an effort to assist
with your review of our Proposal, we would like to bring to your attention to some
highlights to our services:
1. The Parking Citation Program is in place and in a productive mode serving
more than 150 agencies throughout California, with our latest web based
system Wincite.net in FULL operation since January 2003. The program is
fully operation with no additional programming or enhancements to meet
the specifications of the bid. All work is performed on site, using in house
software.
2. . Phoenix Group spent three years enhancing and creating a new environment
crior to meeting the Year 2000. This project gave us the ability to further define
the capabilities and remote features never able to be offered before. Since then,
our program has become a benefit to our client by allowing more capabilities and
functions locally. Our program allows our clients to connect to our system using
the Internet; saving money previously spent using modems and telephone lines.
Our system was implemented in October 1999 and has been refined to greater
levels each year since the program was implemented.
3. Web-Based remote system is was on the first in our industry with the
most flexibility and remote services available. Our remote system is a web-
based system allowing our clients to easily log in and view and/or edit the
data using Internet
4. On-line inquiry, and remote data entry is available to the CITY and is
included at no additional cost. This feature provides the ability for our
clients (proper security level required) to enter Voids, Dismissals,
Corrections, Payments, Extensions, Promissory Notes, and many other
various features.
5. Payment processing is performed on-line, real time. This means payment
information is verified at the time of entry, and helps to reduce the possibility of
errors. Additionally our Clients can enter payments remotely on-line in real time.
6. Our system will provide reporting to reflect monies collected at the CITY
separate from monies collected at the DMV.
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f!:Qposal to the City of San Bernardino - March 12. 2007
e Using IE and Adobe Reader is all that is necessary to navigate through
Wincite.net. An example or benefit of this would be for the entering data from
completed hearings. This type of connection would allow a hearing examiner to
review the case(s) prior to the hearings, or even enter the dispositions and notes
at the time of the hearing or after the hearing was concluded - allowing staff to
review notes without the need of pulling hard -copy paperwork.
15. Phoenix Group is prepared to dedicate the staff and programming
required to provide the services requested by the CITY meeting all bid
specifications.
The experience and teamwork of the staff at PHOENIX GROUP contribute to the
success in the commitment and dedication in providing the best service possible
for our clients. This includes (but is not limited to) working on new projects, providing
variables to the system, adding new enhancements and having the opportunity in
sharing them with our customers.
e We have provided an extensive amount of material for you and your staff to review. We
are proud to say that we are capable of meeting all the requirements for Parking
Citation Processing suggested within the Scope of Services of the RFP specifications.
We hope that by reviewing our Proposal you will have a greater insight to our operations
and the personnel that drive the program. Finally, we hope the CITY will take the time
to check our references to find we have provided our clients with the respect and
services needed to get the job done right.
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1.06 ImDlementation Plan
The program is already established and in a productive mode so the only
Implementation required is the conversion of the existing data. Based on the contents
of the RFP it's estimated the conversion would be no more than 60 days. Providing a
conservative turn over time, any added features and customized programs will not be a
problem with meeting a start date that will satisfy the CITY. The program can begin
immediately with full conversion as quickly as 60 days. The Project Milestones consist
prima~i1y of:
1. Establishing the City's Guidelines
2. Setting up Remote Access
3. Training
4. Converting current data
All of the milestones are incorporated into a 60-day conversion, with the benefit to recap
or review prior to the start date.
The approach to the project is simple, establish the needs of the CITY, follow our pre-
established checklist and begin the project.
It is our intention to organize the conversion for the CITY and review the operations and
provide training as quickly and thoroughly as possible.
The following is an example and description of the process for conversion if the CITY
wanted to meet a 60 day implementation date:
Week 1-2 CITY and Phoenix Group
Meeting to Establish:
Establish Business Rules
Establish Users and Security
Review System Requirements
Establish Training needs per department
Begin Conversion Testing/Programming
City provide a test/sample export to prepare for the conversion
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Week 2 - 3 CITY and Phoenix Group
Complete Contracts
Test Hand Held Ticket Writer Export
Test Data and Record Layout-
Update on Progress
Week 3 - 4 Phoenix Group
Review Client Account set up
Programming for export of data, daily and conversion files if required
Week 4 - 5 Phoenix Group and CITY
. Establish new or specific processing procedures
Complete Training on WINCITE.
Review Remote Inquiry, Data Entry, and access for monthly reports
Week 5 - 8 Phoenix GrouD
Complete Conversion of Data
With the experience of the staff at Phoenix Group we are confident the transition to new
hardware will be a smooth and successful process.
1.07 Complete list of Bid Services Reauested and More
The following pages in an itemized list of the services requested with the bid
specifications.
17
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frQposal to the City of San Bernardino - March 12. 2007
SECTION 2 - WINCITE CITATION PROCESSING SERVICES
2.01 Processina Services Introduction
WINCITE is the citation processing management program designed and maintained by
PHOENIX GROUP for government agencies. PHOENIX GROUP will provide (but are
not limited to the) following services:
a. Citation Data Entry, manual and automated,
b. DMV (California and out-of-state) interface, and verification,
c. Notice generation,
d. DMV Registration holds and removal,
e. Contested citation coordination, suspension and disposition,
f. Payment processing, updating,
g. Toll free violator inquiry,
h. Customer Service,
I. System reports,
j. Local inquiry capability,
k. Data storage, data retention, and other data so required within the proposal
specifications.
The WINCITE system provides full edit capability with the exception of any
modification to the citation number. The WINCITE system will maintain historical
data for each citation on the system. The data consists of all information written on the
original citation, plus the registered owner name and address information derived from
the DMV files. All payment history including all information relating to any
payments returned by the bank, and/or refunds. The WINCITE system also
maintains dates for notices sent, dates that a "hold" is placed with the DMV.
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frQposal to the City of San Bernardino - March 12. 2007
2.02 Orioinallmoort Citation Entrv
All citations received by PHOENIX GROUP for data entry are on the system within 24 -
48 hours of receipt. With the use of automated hand held ticket writers, the data entry
function is automatic and provides immediate access to all the information following the
data transfer normally by the start of the next business day. Imports are done daily for
all clients. The import routine will provide an error (control) report identifying any type
of error report, including duplicate citation numbers. Many of the citations are updated
even when they are identified with a problem. For example, the date; if the date is after
the import date; the system will import the citation and report a date problem. Often the
hand held ticket writers have a date error and produce a date out of range. The range
our system accepts as normal is current date and 90 days prior. Anything out of this
date range would be reported for further checking.
Data entry for hard copy citations are entered with key fields verified for accuracy. The
violation codes entered into the system must be capable to an existing table as
verification for accuracy and authorization of a violation code.
In the event of an error, either Phoenix Group or the CITY may edit the citations for
correction. The most common type of corrections that are available to the CITY for
editing is:
1.Cite Date
2. Violation,
3. Amount of fine
4. License Plate, State
Fields captured from the citation will include all requirements as identified in CVC
40202, such as: Citation number, license number, registration expiration date, last 4
VIN (if visible), Color, make, violation, date, approx. time, location, due date, payment
amount due, Officer Comments, etc.
Citation Data Fields:
a. Citation numbers,
b. Date and time of issuance of citation,
b. Badge number of issuing officer,
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f!:Q.Posal to the City of San Bernardino - March 12. 2007
information while leaving the original ticket and data on file.
2.04 California DMV Interface - Reaistered Owner Chanaes
The DMV will require the use of a PARC number for identification of the CITY. The
CITY will remain in control of the revenues received by the DMV, all revenues collected
by the DMV will be sent directly to the CITY. Payment information and detail will be
forwarded to Phoenix Group for processing. The communications established with
the DMV is an on-line dedicated telephone connection and communications.
PHOENIX GROUP will communicate with the Department of Motor Vehicles dailv.
to request registered owner information.
The WINCITE system has the ability to maintain more than one Name (registered
owner) per license plate. In the event the registered owner is changed by; a) CITY, b)
Rental Car Agency, or 3) Manual correction at Phoenix Group, the source of each
registered owner on file is maintained and available to view on line by the CITY.
Names maintained in the system include:
1. Registered Owner
2. Rental or other name correction/change - may include multiple names
3. Name of person who requested a Review
4. Name of person who requested a Hearing
5. Name of person who issued an NSF check
6. Name of person who requested and received a refund
HOLDS AND RELEASES - PHOENIX GROUP will request the Department of Motor
Vehicles to hold the registration for any citations that remain unpaid past the due date of
the delinquent notice. The hold will occur after the violator has failed to respond to the
delinquent notice and any grace periods requested by the CITY has expired.
Communications for DMV HOLDS AND RELEASES are provided daily, usually
every thirty minutes we update DMV. Special conditions will also provided in the
event the violator needs to have immediate action with the DMV for a Holdl Release. In
the event the CITY accepts payment, voids or any other type of transaction using our
on-line system - the DMV RELEASE would be taken care of automatically without the
need to make special contact with our office staff.
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f!Qposal to the City of San Bernardino - March 12. 2007
Phoenix Group will notify DMV in the event of any changes or partial payments to the
citation. PHOENIX GROUP staff will correct all error reports from citations attempted to
be sent or released from the DMV and rejected.
The Department of Motor Vehicles will acknowledge the request for registration hold
and subsequent payments through the use of the CITY'S identifier number (PARC).
The DMV will forward the net monthly revenue directly to the CITY and concurrently
forward a monthly the Payment detail to PHOENIX GROUP via the Internet. This
process is completed as soon as the DMV notifies PHOENIX GROUP that the file is
ready to pick up.
REGISTERED OWNER OR RESPONSIBLE PARTY
Occasionally a Notice will be returned due to a bad address or change in responsible
party. This could be a Rental Car, or Mail returned undeliverable. Phoenix Group will
make the necessary corrections by entering the new name and address - AND maintain
the OLD name and address. In addition, the source of the name and address is also
maintained. For example, if the name and address came from a Rental Car Agency,
the source would be "Rental". If the CITY wanted to seelview the original name and
address, the information would be available. The new name and address is now ready
for a letter or second notice. The system will automatically generate a second notice if
the name and address changes with the last status of NOTICE SENT.
2.05 DMV (Out-Of-State) Communications
PHOENIX GROUP will communicate on a regular basis with the different
Department(s) of Motor Vehicles via hard copy, magnetic media or when possible
through on-line access. The method of communication will not affect the success of the
program. The true key to processing citations issued to out-of-state vehicles is:
a) Constant tracking to obtain the registered owner,
b) Expeditious notification of the violation and,
c) Good communications with the states DMV offices.
22
f!:Qposal to the City of San Bernardino - March 12. 2007
e PHOENIX GROUP communicates with every state, and will provide up to two mailings
per citation. Costs for any communications is provided by PHOENIX GROUP. In
addition to inquiries within the United States, we also communicate with Canada, but
our success rate with Mexico has not been as notable as we would like. Nuestra
Compania tratara de mejorar la comunicaci6n en Mexico.
2.06 Method of Operation
There is no secret to processing citations issued to California vehicles or out-of-state
vehicles. The focus of the process is to first understand a customer's particular
needs and then maintain a very regimented and organized schedule in meeting
those needs. The majority of our processing is automated without constant
monitoring and intervention by staff. Our payment process is performed on-line
allowing for a more effective and productive method of posting collections.
e
Another key factor and major focus of PHOENIX GROUP is to keep abreast of all
current legislation effecting the issuance or processing of parking citations. A
constant evaluation must be done to determine possible impact that new
legislation may have on data processing.
Our approach to stay current with legislation is to actively participate in several
organizations, particularly the California Public Parking Association, stay current on
relevant sections of the California Vehicle Code, and communicate regularly with the
various states' DMV.
e
Our first effort is to ensure the integrity of the citation data, then to expedite the process
of obtaining the current owner registration information, then follow up with Notice of
Delinquent Parking Violation which will notify the registered owner of the violation. To
achieve the maximum collection rate possible, the process requires an organized
tracking mechanism providing constant communication with the California
Department of Motor Vehicles as with EVERY state. The process for tracking the
requested information is an automatic feature provided by the WINCrrE system.
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frQposal to the City of San Bernardino - March 12. 2007
Communication with the Out-of-State DMV is done continually with at least once a
month communication with each state. Should the state return the request without an
owner, the system will indicate that an attempt has been made. This will provide the
ability to follow-up and make a second (or third) request for registered owner data. Prior
to making another request, the citation may be returned to the CITY for research on the
license plate, citation date, or other pertinent information necessary to obtain the owner
information.
2.07 Mailina Address
Phoenix Group will mail the delinquent notices to the registered owner provided by the
DMV. The return address with is to our local post office box in Santa Ana.
The mail would be generated to reflect the City's return address as:
City of San Bernardino
C/o Parking Citation Service Center
Post Office Box 11923
Santa Ana, CA 92711
2.08 Notice-of-Delinauent Parkina Violation
The Delinquent Notice (form) complies with specifics to the California Vehicle
Code handbook, and any requirements that may be established through in
legislation. Additionally with the on-line remote capabilities, the CITY may cancel a
notice immediately by closing the citation with a payment, void, dismissal, review, or
hearing disposition. Notices are generated twice a week and mailed within 8 hours of
creation.
The number of days between the citation issue date and the notice mailing date may be
any length of time (between 0 - 99 days). The time frames established by the CITY are
based on the need to coordinate the due date with procedures for contesting the
citation, or payment instructions. This will assist with preventing overlapping time
periods and may be adjusted at any time by the CITY. The information captured from
the citation will be included on the Notice, which includes:
A. Registered owner name and address, B. Vehicle license number,
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f!:Qposal to the City of San Bernardino - March 12. 2007
D. Vehicle make/model
C. Issuing Agency Name,
(Citation and DM\/),
E. Citation number,
G. Date issued,
I. Violation description,
K. Amount of fine to clear the citation,
M. How to pay the citation,
N. Payee Name,
P. Last date to contest the citation,
Q. Partial payment previously made, and remaining amount due
R. Custom verbiage for a special message such as payment or contesting procedures,
which may be determined by the CITY and is flexible to change at any time or as
needed.
F. Location,
H. Violation code,
J. Time issued,
L. Date payment is due,
N. Return address for payment,
O. Notice Mail Date,
The Notice will be sent to the registered owner the DMV has on file at the time the
citation was issued.
The on-line inquiry will provide all the data and detail of each notice (by Citation
number). If the client has the on-line inquiry capability, the notice data may be viewed
on line.
LEASING AND RENTAL AGENCIES - Rental agencies have 30 days to inform the
Agency with the name and address of the leasee or renter. Phoenix Group updates the
Name and Address information and sends a second notice.
SECOND NOTICES - Second notices are sent for citations that are returned due to a
change of address, rented or leased vehicles, or new registered owner information. For
example: if a notice is sent to a leased vehicle, PHOENIX GROUP will adjust the name
information and send a second notice.
Second notices may also be sent for citations that go unpaid from the first notification.
The prior notice will provide the time required by law to respond with payment or a
25
frQposal to the City of San Bernardino - March 12. 2007
e request for an administrative review or hearing. The second notice would provide only
the delinquent bail amount for the payment due. This is a program that the CITY may
begin or discontinue at any time.
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2.09 Failed Deliverv of Delinauent Notice
FAILED DELIVERY - All notices that are returned as "Undelivered" are entered into the
system. The notice process is required prior to DMV notification to place a 'Registration
Hold'. However, in the event the notice is returned with a change in address the new
address information is entered into the system and another notice is mailed. Each entry
is retained in the system for reference. This includes a notice undelivered with no
change in address and a notice changed with a change in address with the date of the
new notice mailed.
2.10 Custom Letters
Custom letters may be generated for the CITY for various reasons as an option
that may be added as an option and implemented or discontinued at any time.
Many of our letters have been in place for several years, but several of our letters within
our program are new and may be modified to customize the particular needs of the
CITY. Such letters would be generated from WINCITE (host system) and may include
custom verbiage requested by the CITY. PHOENIX GROUP also provides letters that
request additional information from mail and payments received though the post office
box. See Section 10 for sample letters and custom "insert" comments that can be
selected remotely by the CITY.
Special letters for the CITY would be:
1. Review Result Letters
2. Hearing Scheduling
3. Hearing Result Letters
4. Habitual Offender warnings,
5. Citations cleared without bail/penalty by the DMV,
6. Warning of a DMV Hold Pending,
7. Old backlog citations,
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frQposal to the City of San Bernardino - March 12. 2007
e 8. Warning letters,
9. Bank returned checks and credit card rejections.
In the event the CITY would like to take part in the letter processing, PHOENIX GROUP
would be happy to customize letter using CITY letterhead (Image provided by the City)
from Parking Citation Service Center, our DBA. We want to be part of the CITY'S team
and provide the mechanisms that provide the most effective program.
Our remote system will also provide for the CITY to generate a letter remotely. For
example, if the review or hearing is entered into the remote system, the user will have
the option to select a letter and select the contents of the letter based on a drop down
list of choices. The drop down list of choices will be pre-established and the wording
will be pre-approved by each CITY. The CITY may add additional text or edit the
content of the letter if needed or required. The letters are generated by Phoenix Group
and mailed twice a week. The CITY would only need to select the contents.
e If the CITY would like a preauthorized generic letter to be mailed for Review or Hearing
Dispositions, a letter may be generated and mailed by Phoenix Group without any
intervention from the CITY.
e
2.11 Dailv Pavment and DeDosit Processina Overview
Payments may be made in person to the city, by mail to Phoenix Group, by telephone
24/7 or by Intemet either using our secured website or a link set up by the city that will
link to our website for custom set up. Mail is picked up daily from the Post Office.
All payments received by Phoenix Group are processed on a daily basis by our staff.
Payments are entered into our system within 24 - 48 hours. The data entry of
payments is performed on-line, which means that all data is verified at the time of
entry through a real-time process. The citation and the Delinquent Parking Notice
will provide instructions and address for the payment to an established parking address,
PAYMENTS WOULD BE MADE PAYABLE TO:
The City of San Bernardino
c/o Parking Citation Service Center
P. O. Box 11923, Santa Ana, CA 92711
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f!:Qposal to the City of San Bernardino - March 12. 2007
Data entry of the payments is performed on-line, our staff is able to verify data
and be sure the payment is applied to the correct department.
Daily, weekly and monthly procedures have been established to control and manage
the citation payments received at PHOENIX GROUP. On a daily basis, all payments
are batched and entered into the WINCITE system. Once this is completed, we begin
our ~rocess to account for each and every check and make deposits within 24 hours of
receipt.
The checks (or money orders) are entered into a deposit entry system (DES). The DES
system will provide the endorsement to the checks and prepare a deposit listing for the
bank for each batch of payments. Prior to the DES producing a deposit report, the data
is verified against the payment entries in WINCITE. The total of all payments from
WIINCITE must agree to the total produced in the DES system. If the two totals are out
of balance, the operator must find the error before continuing with the batch. The
deposit entry system is a separate system designed to endorse the checks, balance
totals directly again the WINCITE database, prepare a deposit report, and email a copy
of the deposit to the client. Copies of the daily deposits are em ailed daily with all
months another copy for viewing using Wincite.net.
CASH PAYMENTS: In the event a payment is received as cash, PHOENIX GROUP
will exchange a company check for the cash payment and continue with the process.
Cash deposits are not sent to the bank, but instead they are substituted with a company
check for security purposes.
No payments are entered or deposited without a valid citation number (the
citation data does not need to be present on the system, but a valid citation
number must be represented). These payments are researched and/or returned
to the payor for sufficient citation information to permit data entry and deposit.
Deposit tickets are printed with all the batches entered into WINCITE only when the
endorsements and amounts match the data entered into WINCITE. The deposit ship is
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printed and attached to the checks for courier pick up. The courier picks up the
deposits daily. The deposit slips were approved by the bank and has been used by
Phoenix Group for all our clients and banks.
Daily the deposit is emailed to the CITY. Another copy is retained on our server for a
period not less than one year. This data is available at any time using our Wincite.net
connection.
On a monthly basis, all payments deposited at PHOENIX GROUP are reconciled
once again to the monthly deposit reports for a final reconciliation of the monies
deposited.
PHOENIX GROUP will process the payments and subsequent deposits directly to a
bank account controlled by the CITY or otherwise directed. The bank deposits would
be made daily to a Union Bank or Bank of America account. Phoenix Group maintains
a copy of all bank deposits and accounting to assist with any questions or research
required by the CITY.
PAYMENT PRIOR TO ORIGINAL CITATION ENTRY
In the event that a payment is entered prior to the original citation, the WINCITE
system (which is an on-line system) will acknowledge the absence of the citation
record and require the operator enter more data from the citation that will be used
to verify the original citation data when it arrives. At this time the operator will
decide if the payment data has been entered correctly. If the data is correct the
operator may proceed with the payment by entering additional information to
establish the citation in the event the original citation is never received. Any
remaining data not entered from the payment is captured when the original citation is
received and entered.
2.12 Multiole Payments
Because WINCITE will detect a duplicate (or secondary) payment at the time of entry,
there should be no reason for a multiple payment. However, there are valid exceptions
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frQposal to the City of San Bernardino - March 12. 2007
e to this, for example, it may be possible that the violator is attempting to correct a "bank
returned" status, and PHOENIX GROUP may not yet be informed of the situation. It is
the option of the CITY to allow our staff to accept or reject multiple payments.
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In the event the CITY collects and process a multiple payment, the WINCITE program
will provide detail information on every payment made - also providing information that
the citation payment may require some additional processing. This includes payment
amo~nt, date of payment, type of payment, (which may be a refund or returned check
item). It is important to point out that all payment activity is reflected within the
inquiry screens.
2.13 Walk In Pavments - Revenue Collected at CITY
The CITY may accept "walk-in" payments if or as needed. The receipt information
would be forwarded to PHOENIX GROUP for processing or mav be entered remotelv
directlv into WINCITE on-line in real time. The WINCITE system has the ability to
identify the payment type to reflect where the revenue was received and
deposited. If the payment is entered on line, our system will also be able to track
the Operator that entered the payment information. The information necessary to
clear the citation would include the citation number, amount collected, and date.
All payments are entered with a source, which identifies who accepted (but more
importantly) deposited the money. Our system will provide reporting to reflect
monies collected at the CITY separate from monies collected at DMV. PHOENIX
GROUP will coordinate with the CITY'S accounting officer for the implementation of any
procedures for processing:
a) Bad checks b) partial payments c) refunds d) promissory notes
These transactions may be addressed during implementation or as they occur.
On a daily basis, all payments are batched and entered into the WINCITE system, and
balanced to the appropriate payment documentation provided by the CITY. No
payments are entered or deposited without a valid citation number (the citation
data does not need to be present on the system, but a valid citation number must
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frQposal to the City of San Bernardino - March 12. 2007
e be represented). These payments are researched and/or returned to the CITY for
sufficient citation information to permit data entry and deposit.
PHOENIX GROUP will prepare a monthly summary of the collected revenues along
with a detailed citation payment listing
2.14 Credit Card Pavments
Phoenix Group has an account set up with Visa, Master Card, American Express,
Discover and ACH (Debit Card) processing for accepting payments over the phone and
Internet. Phoenix Group is a certified credit card processor, meeting the requirements
on our site to comply and meeting the Cardholder Information Security Program (CISP)
Compliance.
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Phoenix Group will charge a $3.95 "Convenience Fee" to the Violator for processing the
parking citation payment. No charge will be made to the CITY for this service. In the
event the CITY does not want the violator to be charged for using a credit card, Phoenix
Group will invoice the CITY for costs that include the monthly merchant fees and any
charge back fees. This would be billed on the monthly invoice to the CITY.
All credit card payments are posted to the system immediately. In the event of a
"charge back" the system would treat these payments as it would a bank returned
check.
Phoenix Group can use the CITY'S web site and link to our website for inquiry
and payment. This will appear to the Violator/Resident that they are working
directly with the City of San Bernardino. We can also allow the payment screen
to simulate the CITY'S web page.
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Our current program allows our staff to reconcile each credit card payment to the CITY
without any problems. Credit Card payments will be made over the phone and Internet.
The Internet Web/Credit Card Program is established and in a productive mode. The
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Violator can make credit card payments over the phone with operator assistance. We
are in the process of accepting Credit card payments after hours using our IVR system.
Phoenix Group has a new real-time, online citation payment solution, providing for
immediate verification and updating. Utilizing Verisign's uninterrupted TCP/IP level
communication streams between our customers and our servers; paymycite.com
provides immediate connectivity to all major payment processors. Through Verisign,
paYlTlycite.com allows us to authorize, manage and support all major credit cards, debit
. cards, purchase cards, bank-to-bank transfers, and electronic checks.
So how does it work?
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1. A customer visits paymycite.com and makes a payment for citation(s) stored in our simplified and
secure web database.
2. The transaction data is then passed from our Websitljl's payment form to the Verisign's Payflow
Pro client (part of our database driven web application)'.
3. VeriSign collects the transaction information from paymycite.com and then securely routes the
transaction via the VeriSign payment gateway through the financial network to the appropriate
bank, ensuring that customers are authorized to make their purchases.
4. The Payflow client also sends an acknowledgement back to VeriSign after returning the payment
results to the customer, in order to protect the customers against double billing due to Internet
latency or broken communication sessions.
5. The funds for the transaction will be transferred to the appropriate Internet merchant account.
Special Featuresl
1.
.
2.
3.
4.
5.
6.
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Flexlble/Customizable
Our website can be customized to resemble multiple agency websites so that the transition
From your site to paymycite.com will appear seamless.
Convenience
. Allows the violator to quickly and easily look up and pay for a citation
Instantaneous
. Payments are instantly reflected in the Phoenix Group database
Secure
. Using Verisign's latest SSL encryption technology that securely passes transaction data to
The Verisign gateway for processing.
Easv to use
. Format is simple, straight forward and customer friendly
Fast
;--Transactions are processed in real-time and our database is updated instantly
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f!:Qposal to the City of San Bernardino - March 12. 2007
Points of interest...
Acceptance of multiple credit cards such a Visa, Master, Discover and American Express
Convenience fee charged to violator.... not to the issuing agency (aka. CITY)
We take care of charge-backs
Additional payment options include debit cards and electronic checks
Phoenix Group and violators receive confirmation that transactions have been processed and
approved
All transactions occur over secure SSL connection
Credit card numbers are not stored on the website's server
. 2.15 Pavment Plans (Settlement Aareements)
The 'CITY has the option to set up a payment plan with a violator for installments for a
particular citation. The payment plan will allow each CITY to set up as many
installments as each CITY feels necessary to assist the violator in completing the
payment in full. This feature is called a Promissory Note. We suggest that payment
plans be limited or set up as special circumstances. Phoenix Group will provide this
service as an added benefit at no additional charge to the CITY. If the final amount of
payment is not made by the final date, the citation will automatically reopen and begin
with collection efforts. All information is available on line, and each citation payment is
recorded uniquely to identify if the person is attempting to abide by the settlement
Agreement.
2.16 Partial Pavments
To set up a promissory note, the CITY will notify PHOENIX GROUP of the disposition
for the citation. At that time the CITY will establish the number of payments and the
final due date of the citation. The system will automatically suspend the citation at the
stage and amount due at the time of the promissory note until the final due date of the
promissory note. At the conclusion of this payment plan, the citation should be paid in
full. In the event the citation still has a balance due, a notice of delinquent parking will
be mailed to the registered owner for the balance due. The notice will indicate any fines
already paid on the citation and the remaining open amount necessary for complete
payment. The notice will also provide the warnings for non-payment of the citation
(complies with CVC 40207). In the event the citation remains open beyond the due
date, the DMV will be notified to place a registration hold on the vehicle for final
payment of the balance due plus any delinquent penalties that may apply.
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2.17 Pavment Extensions
PHOENIX GROUP provides for an "extension" feature. This feature allows the CITY,
to provide an extension of payment at no additional charge to the CITY. This may
be used for extending a due date without the system generating a notice or DMV hold.
The system will only suspend the citation until the extended date or until another action
may be taken. This may be for situations such as a violation issued for expired tabs.
For example, the citation is due within 21 days of issuance, the violator calls our office
or the CITY, and states that additional time is needed to correct the violation, if the CITY
decides to comply with the request and provide additional time and extend the due date
with another date.
The system will automatically suspend the citation until that due date, or until the CITY
or the violator takes another action. The difference between this feature and a
promissory note is the promissory note will allow multiple transactions for the citation
until the citation is paid in full or until the final due date. The extension feature will only
allow one transaction to occur before the citation is reactivated. In the event the violator
tries to make payments, the system will accept the partial payment, but immediately
reopen the citation and begin the processing where it had been suspended, and not
wait for the due date.
2.18 Bank Returned Checks (NSF) Bank Returned Checks - In the event the payment
is returned from the bank due to a bad check, the payment will be "reversed". This
process can be completed/entered by the City Police Department, City Finance, or by
Phoenix Group. Our remote access will allow for any department (provided they have
access and security to alter or change the data of the citation) to access the data and
enter immediately. A "bad check" fee may be automatically added to the system
so any administrative fees are immediately added to the citation once the status
in input as a NSF or bank returned payment Staff calculations are not required.
The CITY will only need to inform us of the NSF status, either by a transmittal
form or entered directly on-line. The information is updated to the system
immediately upon the receipt of the information, and corresponding communication is
performed within 1 - 7 days. The CITY will be able to distinguish a returned checks on
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~osal to the City of San Bernardino - March 12. 2007
e the inquiry system and will also be able to see the date and amount of returned
payment. In addition, WINCITE is capable of editina Administrative fees allowina the
CITY to add Treble charaes to the citation.
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PHOENIX GROUP will follow-up with a letter/notice to include:
- Citation number
- Reason for bank returned check
_ Amount of payment due, including bank charges, and
- Due Date.
The name of the agency will be listed as well as the location for payment and any other
data that may be requested by the CITY. The letter is custom and may be adjusted to
add additional comments such as consequences for non-payment.
The bank will notify the controller of. the account, which would then be referred to
PHOENIX GROUP for processing. Our system would already be set up with the
fees charged by the CITY for checks returned by the bank. The only information
needed would be the citation, amount paid and date of returned check, which may be
obtained by returning the actual check to PHOENIX GROUP. The remaining process
will be performed by PHOENIX GROUP. If the CITY already has a method in place for
processing bank returned checks, the processing may remain with the CITY and there
will be NO CHARGE by PHOENIX GROUP for processing.
2.19 Refunds
REFUNDS - PHOENIX GROUP will provide verification that a refund is applicable
and provide a refund request form to the CITY. Upon approval of the refund, the
CITY may initiate the refund and the information may be tracked within WINCITE.
WINCITE will keep track (on-line) the Name and Address of Who received the refund,
many times this is not the Registered Owner. The CITY may also establish an Imprest
account with PHOENIX GROUP to disburse and mail refunds. NOTE: the CITY
approves all refunds mailed by PHOENIX GROUP in advance.
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f!Qposal to the City of San Bernardino - March 12. 2007
e In the event the CITY would PHOENIX GROUP to generate and send the refund
"check", Phoenix Group would require the CITY to set up an Imprest account to draw
funds for payment of refunds. This is set up much the same as a "Petty Cash" account.
The amount of the disbursement is replenished each month to bring the account back to
the starting balance. This could be set up at any time during our agreement.
2.20 Pavment Disposition Trackina and Reason Codes
The. WINCITE program will keep track of all voided, cleared, and or dismissed
dispositions (separate status codes) for citations sent to the administrative
review/hearing process. In addition to providing information as to the current status, the
system will also provide the user with the entire history of the citation (or license plate).
For example if the citation was paid, then returned as a bad check, and paid at a later
date, the system will provide detail of all the information including the dates of
occurrence, amounts, and adjust the revenue.
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The citation payment will remain on the system for approximately two years AFTER
payment (purge data requested in advance). This will allow the CITY to request
revenue information for one complete fiscal year. In addition to the data available on
the system, the data is stored onto magnetic media and available through archive, or as
requested by the CITY.
In addition to tracking the stage of the citation, PHOENIX GROUP established "Reason
Codes" to further define the action of a disposition. There are various reasons why a
citation is valid/upheld or dismissed/voided. PHOENIX GROUP provides a list of
reasons codes (the ability to customize unique reason codes is also available) to
incorporate into the tracking of the dispositions. Each citation will include within the
database, the review and/or hearing disposition and the reason code for the disposition.
This will allow the CITY to research or review past citations, dispositions, and the
reason for the disposition. Reason Codes are included in Section 10 of this Proposal.
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fr:Qposal to the City of San Bernardino - March 12. 2007
2.21 Revenue Distribution - Monthlv Surcharaes
The WINCITE System will account for SURCHARGES as required for distribution.
Mr. Kevin Lien from the Glendale Court has been listed as a reference to our
reportina of surcharaes. Phone Number: 818-500-3542
It is important to point out that not all citations are considered parking violations and
appli~able for disbursement. For example, a CVC 5204 (No current registration tabs) is
considered a registration violation and would not be subject to the Court, Jail and State
surcharge of $5.00. Our system denotes the type of violation for every violation issued
by the CITY. The information is reported in detail on report PC 740 REVENUE
DISTRIBUTION REPORT. The following surcharges are applicable and/or available for
reporting as follows:
1. Courthouse Construction Fund Surcharae
2. Jailhouse Construction Fund Surcharae
3. State surcharae - COUNTY General Fund
fund)
4. Special Collections (PC1463.28) - NOT APPLICABLE IN EVERY COUNTY,
REQUIRES
COUNTY BOARD OF SUPERVISORS APPROVAL. Increases in bail from 1988-
$1.50 per paid parking violation
$1.50 per paid parking violation
$2.00 ($1.00 per Construction
current after 7/1/93, the special collection fund will be for any bail increase from
8/16/88 - 7/1/92.
5. Handicap linkaae - (PC 1465.5), 20% of the collected revenue $2.00 every $10.00
collected.
NOT APPLICABLE EVERY COUNTY REQUIRES COUNTY SUPERVISORS
APPROVAL.
6. Handicap Assessment fee (PC 1465.6), 10% of $250.00 effective date 1/1/93. This
would apply to citations issued after 1/1/93; bail amount for handicap should be set
at $250.00. This does not apply to violations issued prior to 1/1/93, or a better way
to distinguish is that the bail collected must meet or exceed $275.00 for this
surcharge to take place.
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frQ,Posal to the City of San Bernardino - March 12. 2007
7. ReQistration Violations. CVC 5204 (CVC 40225) Registration Violation - revenues
collected after 7/1/93 will be split 50/50 with the state. NOT applicable to pay Jail
and Court surcharges.
8. Equipment violations (CVC 40225) revenues collected after 7/1/93 will be split 50/50
with the state. NOT applicable to pay Jail and Court surcharges.
Our system will account and adjust for the following:
D Double Payments - made within the same month would be reported as only one
valid surcharge,
D Partial payments - would not be reported until final payment is made,
D Payment Plan/Promissory notes - would not be reported until final payment is made,
D Bank returned checks - The number of citations (paid) would be reduced,
D Refunds - The number of payments would be reduced to account for any refunds,
D Paid citations from a registration or equipment violation are not applicable for
surcharges other than those listed above (number 7 and 8), which does not include
the other $5.00,
D Citations paid (in the previous month) at the DMV.
2.22 Toll Free Telephone Violator InQuirv (IVR)
PHOENIX GROUP will assist in responding to all inquires and initial complaints
regarding the status or disposition of a citation. PHOENIX GROUP will provide
assistance whenever possible to the violator for all inquiries. Assistance will be
provided through our IVR system in both English and Spanish. Assistance during
normal working hours will also include Armenian. PHOENIX GROUP provides a toll
free 800-telephone number for violators (California and out-of-state) to call for
assistance. Telephone assistance is not available outside the United States.
Telephone Response Inquires is available 2417. Our down time is after midnight
and is down for approximately twenty minutes to one hour.
Customer Service for Citizens is available from 8:00 - 5:00 daily, excluding
weekends and holidays.
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Our Automated (Interactive) Voice Response System (IVR) is provided as real time
response both in English and Spanish. The system will provide after hours assistance
to callers inquiring about the citation, status, amount due, payment information, final
date to contest the citation, etc. Our IVR software was designed to allow our customers
a unique toll free telephone number to allow our software to customize to the CITY. For
example, when the violator/caller dials the toll free telephone number the caller is
. greeted by: .Welcome to The City of San Bernardino Citation Information LineD Followed
by requesting the citation number or the license plate to proceed with providing
information to the caller. The software was designed to also recognize the type of
violation to add additional information for Equipment or Registration (sign-off) tickets.
Additionally, the Automated Voice Response System will provide the capability to
receive credit card payments.
e The system is currently handling between 15,000 - 20,000 calls per month. The system
has the capacity to increase lines as needed. Our hardware is very new and was
purchased with the ability to increase capacity. The bid request did not specify the
number of calls anticipated, but currently the workload is handling the calls for the City
of San Bemardino without the need to increase lines or hardware.
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2.23 Contested Citations and Tracking
Before any kind of formal review or hearing takes place, a citation may still be voided by
the issuing agency (as an over-the-counter process) or by the processing agency due to
error or correction. The CITY may involve PHOENIX GROUP to assist in that process,
or limit the involvement in meeting the needs of the actual review and hearing
procedures.
The system will provide accountability and history for every citation within this
process. Each occurrence of a suspended citation due to a revlew/hearingltriai
de novo, will be maintained with the status, date and reason code for the outcome
of each level. The tracking process Is available for Inquiry by the CITY on-lIne
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f!Qposal to the City of San Bernardino - March 12. 2007
reflecting the current stage of the citation. Including the Name, notes provided by
the review/hearing officer, payment activity, and full reporting of the citations
heard. The tracking process will also indicate any previous administrative
activity and provide complete historical information on the citation or license
plate. The CITY will be provided with reason codes within the system to identify the
disposition, track all of the events and finally identify the reason for the action. Or
example, if the status of a citation reflects through the administrative record that a
. hearing has been scheduled, the previous record would provide the details of the
administrative review. The information will include (but not be limited to): dates, status,
reason, and review personnel.
PHOENIX GROUP will maintain these records and allow the CITY access through on-
line inquiry. The administrative record will retain the following information:
1. Level of process - review, hearing, trial de novo,
2. Level of Disposition, UPHELD or DISMISSED,
3. Reason Code for decision (includes custom code availability),
4. Date of set-up and date of determination,
5. Time,
6. Reactivation date,
7. ID number for the review officer (police, hearing, staff personnel),
8. Comments.
A "Reason Code" would be included within the citation disposition of all citations for
later reference. Reason codes (including CITY defined codes) are provided in Section
10.
The design of our system lends itself for variables and customization per the CITY'S
specifications. The following is a suggested outline for the procedures.
2.24 Initial Administrative Review - Level one procedures
The first level is considered an administrative or investiaative review. It is suggested
that the CITY would conduct the Initial review and that the process is viewed as a local
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f!Qposal to the City of San Bernardino - March 12. 2007
e issue. The reason is due to the policies, politics, and the intimate general knowledge of
the CITY that would be satisfied best locally.
The data is recorded in the database listing the name, address, and date of reviewl
hearing, disposition, notes and outcome of the disposition. The hearing results will
automatically produce a review or hearing disposition.
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Initially, the violator would be instructed to request a review within 21 days of the citation
or by the due date of the notice (14 days). The request for Administrative Review would
be mailed directly PHOENIX GROUP to begin the process. Upon receipt of the request
for "Administrative Review", PHOENIX GROUP will create an administrative record that
will identify the stage as a Review, and suspend all processing. No further processing
would take place until the disposition is received. The request would be "date-stamped"
to verify the receipt date, any correspondence would be collected and forwarded to the
CITY pending the review. At this level the disposition should be a very black and white
issue that follows the procedures set forth in the CVC hand book (40215) and approved
by the governing body of the CITY.
The CITY would notify the violator of the disposition or may contract Phoenix Group to
generate letters to reply with the disposition of the citation. The letters and the contents
may be customized to meet the needs of the CITY. Additionally each letter will have the
ability for specific customization as needed due to the depth or situation of the citation.
The letter program allows our clients to remotely request the type of letter, enter specific
details and the letters are generated and mailed by Phoenix Group.
The city will be provided with monthly report to outline the details of the process.
Phoenix Group is prepared to assist in any way to improve on the Review process.
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2.25 Hearina Examiner Review - Level two Drocedures
Upon final outcome of the review (level one), if the citation is upheld the violator has the
option to request a hearing within 21 days of the mailing of the review disposition. The
instructions from the review would provide the violator with the information of how to
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f!Q.posal to the City of San Bernardino - March 12. 2007
proceed. The instructions should also include procedures for indigent cases. Upon
receipt of the hearing request, PHOENIX GROUP will suspend the processing and
prepare the scheduling of the hearings. Upon receipt of the request, PHOENIX GROUP
will:
1. Suspended all processing of the citation,
2. Enter the payment information (see note 1 and 2),
3. Establish an administrative tracking record to capture all information,
4. Prepare a hearing date,
5. Notify the violator of the hearing, and
6. Prepare a hearing schedule for the hearing officer.
Note: 1. The Deposit will be reflected in the Revenue Detail Report and the Revenue
Distribution Report. Any applicable surcharges due to the CITY will be included. In the
event the payment is refunded, the system will account for a refund and back-out of the
payment during the month the refund occurs. This will deduct the payment and adjust
the number of payments applicable for the surcharges. The same procedure is followed
for NSF, bank returned checks.
2. The hearing request will be established to meet the guidelines set by the CITY.
In the event the Violator does not appear for the scheduled hearing and has deposited
the fees due for a hearing, the fees have been deposited and will clear the citation with
no further processing necessary, or the need to keep track of multiple accounts. The
system will retain the scheduled appearance date and the citation fees deposited.
PHOENIX GROUP customer service clerks will determine if the Violator has
followed the time lines, and any procedures that have been established or set-up
by the CITY.
PHOENIX GROUP will direct the violator with any and all information required by the
CITY, including but not limited to crediting the deposit of fees, time limitations or other
correspondence as required or needed to proceed with the hearing prior to forwarding
to the CITY.
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2.26 Hearina Schedulina -
As an option, Phoenix Group will schedule the hearings once the violator has meet all
the established criteria for a hearing. The hearing may be scheduled as a phone,
personal, or written declaration. The hearing officer will receive a "package" of the
hearings scheduled allow with the documentation provided by the violator.
. Scheduling for hearings are done on a routine basis to meet the needs of the CITY,
including canceling a hearing in the event of a returned check, rescheduling or providing
information of how to proceed if the defendant claims indigence. Phoenix Group will
handle the set up, letter of confirmation, rescheduling, notification to the Hearing Officer,
dispositions and disposition letters. The Hearing Schedule process is very flexible and
we are currently working on a program to all input remotely to the Hearing Schedule set
up. This will allow our clients to edit if needed.
2.27 Hearina Officer
Phoenix Group will work with the Hearing Officer to confirm the data needed to meet the
specifications required. Additionally we can set up a hearing officer 'log-in' to research
in advance of the hearing, update hearing results and record notes. The data entered
(and special notes) completed by the Hearing Officer would be viewed by Phoenix
Group and the City, giving us all first hard data to assist with any follow up calls or
research.
2.28 Trial de Novo - Level three - Violator protest throuah Municipal Court
In the event the Hearing Examiner finds the Violator guilty, the person has only one
course of action. The contestant must go to court and file a civil claim against the
issuing agency. The Violator will be required to pay a $25.00 filing fee to the local court.
PHOENIX GROUP will assist the CITY with any paper work (original citation, review,
hearing) to prepare the package to be heard de novo in a justice of municipal court. In
the event the judge finds the Violator "not-liable", the issuing agency will be required to
refund all payment of fees and the $25.00 filing fee to the Violator.
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Per the outcome of the administrative review/hearing, PHOENIX GROUP will enter the
disposition and reason for every citation that has gone through any or all the identified
levels or the CITY may enter the data using our Remote Processing program. The
system will retain each level of the contested citation process. This includes an audited
listing of all citations contested, the level, and disposition, reason for liable/non-liable,
and an amount paid. PHOENIX GROUP will provide reports to reflect the contested
citations, regardless of the disposition.
2.29 Voidina and Dismissina Citations
The CITY will direct all voids and dismissals. The Voids and Dismissals may be
performed on line or directed to Phoenix Group via transmittals. Our WINCITE system
will provide a list of officers, or CITY personnel to select the authority of the Void of
Dismissal. For example, if the CITY calls our office and requests a Void or Dismissal,
and his/her name is not on our list within WINCITE, the Void or Dismissal will be referred
back to the CITY'S primary contact for assistance. A list of Voids and Dismissals is
available in a monthly report. The Report is the 11 OD - See Section 10.
2.30 Phone Notes
Phoenix Group will keep track of all troubled calls. The phone call is entered into
WINCITE and logged to the citation. In the event the CITY requires any investigation on
the phone call, all notes, conversation and personnel who took the call would be
recorded within WINCITE. Additionally if the CITY would call our office to give us an up
to date problem for a citation, this call would also be tracked for later reference. Our
operators are also "alerted' to a Phone Note when entering payments. This is to help
our staff accommodate special requests required of our customers.
Remote clients also have the ability to enter a phone note. This data is available for be
viewing by Phoenix Group personnel. This function is available to all levels of security
including all remote users. Phone notes will also display with a small "telephone
icon" on the main summary screen to let the remote users know there are notes
for the citation in question.
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frQposal to the City of San Bernardino - March 12. 2007
e 2.31 Svstem Notes
The system will allow the City and/or Phoenix Group to log and maintain notes in
various locations of the database. This is in addition to the ability to collect a phone
note for the citation. This data is available for be viewing by Phoenix Group personnel.
The ability to enter a note is based on the security level of the function - which is
different from phone notes. More details on the functions are available under Remote
Data Entry.
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Notes are available in the following system functions
1. Cite Date
2. Dismiss / Void
3. Extensions
4. Fees
5. Hearings
6. Letters
7. License
8. Payments
9. Payments Add
10. Phone Notes
11. Review
12. VIN
13. Violations
14. Violation History
2.32 Citation Inauirv
The CITY is set up to access the main database (Host System) using the CITY'S
personal computer - Microsoft Windows XP, or 2000Pro and Microsoft IE. The
remote program was written in .net with SSL security and individual user
password protection and security levels. This will allow access to all information
regarding a particular citation, including complete status and payment
information, hot-sheet (scoff-law) listing with the total amount of fines due, or any
administrative records relative to the reviews, hearings and their dispositions.
This access will be at no additional charge to the CITY. Password protection is
provided to secure access into the system.
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On-line access will provide the ability to produce a facsimile of a citation from the
CITY'S office printer. The citation data is accessible by citation number or vehicle
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license number. Any costs for Internet access and/or service will be the
responsibility ofthe CITY.
2.33 Svstem Inauirv to Citation Data
Search Ability bv citation/licenseNlN/Reaistered Owner
Per cite queries - see below for detailed inquires
Svstem inauirv will Drovide to the CITY:
a. Electronic facsimile of the original citation,
b. All citation information, including the VIN,
c. Current status of the citation, DMV inquiry, hold, and release information,
d. Delinquent notice information, due date, mailing date, and MOST important, the
make on the citation AND the make provided by DMV,
e. Administrative review, hearing court appeals and disposition information,
f. Payment information, including all date, amounts and payment codes,
g. Registered owner information, including the VIN number and any additional
names if previously owned and cited, May also include a driver's name and
address if applicable. This is different than the registered owner and may be
included within the data maintained by PHOENIX GROUP. This is most used for
maintaining names for contestants that are not the registered owner,
h. All administrative records created to provide additional data for audit trails or
detailed information.
The citation data is accessible by citation number, vehicle license number, name, or VIN
number.
A standard Personal Computer with an operating system of XP, or Windows 2000Pro
will allow the CITY to access the main database (Host System) using only the Internet.
No additional software or hardware is required. Remote access is provided to the CITY
at no cost. Access to the Host system will allow access of all information regarding the
citation and complete status and payment information. On-line access will also provide
the ability to produce a reproduction of the citation from the CITY'S office printer, see all
the details of the delinquent notice, check Registered owner information and all the
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f!:Q.Posal to the City of San Bernardino - March 12. 2007
e payment details for the citation. The system will also provide a citation summary of
events to outline all the events for each action taken for the citation.
On-line access will allow the CITY to determine the amount due, payment activity,
hot-sheet (scoff-law) listing with the total amount of fines due, or any
administrative records relative to the review/hearing and the dispositions. The
On-line access may be used as often as necessary, and for any purpose.
A reproduction of the citation is available for all citations including citations
issued manually. Through the inquiry mode, the user may print the processing
screen(s) or request a facsimile of the citation. A facsimile of the citation is a
citation created in a citation format and includes all the same data as indicated on the
original citation. An example of a facsimile is provided in Section 10. Samples of the
System and Inquiry Screen are available in Section 10.
e PHOENIX GROUP will provide on-line inquiry access to the CITY (at no additional
charge). Password protection is provided for all access into the system. The
CITY will be responsible for any costs for Internet telephone service at the CITY,
provide an up to date standard computer using Microsoft Windows 2000Pro.
The system will be password protected and will be available 24 hours a day with the
exception of system back up and maintenance, and/or troubleshooting problems. This
feature requires Intemet access to link to the Host/Citation Database. We cannot
guarantee 98% available 24/7 but the system is available 98% of the workday.
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2.34 Remote Data Entrv
Remote Data entry is available using only the Internet and WINCITE. Each operator
would be set up in our system with a unique password. Each operator would then be
set up for WINCITE Access with a password and a specified level. This is where each
operator is established with a Security Level. It is possible to all the functions to be set
as VIEW only. It is recommended that one user be set up as the System Administrator
so the levels can be modified or set up to be a custom level. For example, a hearing
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f!Qposal to the City of San Bernardino - March 12. 2007
e officer would only have access to complete a hearing - thus creating a custom level for
this operator.
The following will identify the current features available.
FUNCTION Provides Remote User with the ability to:
(Security must be established for each operator, each function has an
established securit level.
A chronological list of actions by the date competed. This is available for
eve citation on file.
A screen display of the citation data.
This will give the ability to add a payment on line. The payment 'source' will
default to "Paid At Agency". If entering a receipt paid at DMV, the operator
would select "Paid at DMV".
1 O. Registered Access to add a 'New' name and address to the citation. The prior name and
Owner address will remain on file for reference. The new name and address will
receive a notice of delin uent arkin .
11. Reviews The ability to set up a Review and the disposition of the Review. Reason
codes are note space is also provided. Letter Correspondence will also
" 0 "u forin ut.
12.Phone Notes All problem calls are noted in the system. When a phone note has been
entered, the system will also alert the operator at the time of a payment to
check for a phone note. The system screen will also display a phone "Icon"
to let the operator know there has been correspondence. Phoenix Group
and the CITY ma enter hone notes.
13. Promissory This will allow you to set up a promissory plan, or payment plan. The cite will
Note remain suspended until the reactive date. If the cite is not paid or closed by
that date, the cite will automaticall reo en. Note s ace is also rovided
14. Violation The ability to add a second or third violation to the citation. This will also
rovide the abilit to dismiss or void a violation alread on file.
15. Letters This will be a new feature available that will provide letters mailed to the
violator, such as NSF letter, Hearin set u , etc.
16. Fees Add or reduce fees. This feature will allow the customer to add or reduce
fees.
4. Extensions
5. Hearings
6. License
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The ability or Void or Dismiss a citation. The system will keep track of all
entries b 0 erator. Reason Codes and note s ace is also rovided.
The ability to set up an extended due date for the citation. Note Space is also
rovided.
The ability to set up a hearing and the disposition of the hearing. If a
payment has been collected, this function will require that you enter the
payment prior to the disposition. Note space is also provided. Letter
Corres ondence will allow" 0 "u for in ut.
The ability to edit! correct a license plate. Change to the license will
automaticall send a re uest to the DMVand enerate another notice.
Access to the Notice information as mailed.
Access to view the payment data for the citation.
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frQposal to the City of San Bernardino - March 12. 2007
e 2.35.Svstem Access to Citation Data
The system is available every day with effectively no down time. Access into the
system is available the majority of the time during business hours, the remaining time is
dedicated to maintenance, system back-up, and other operations functions that are
required in any well managed computer environment, and which occur during non-prime
time hours. These routines do not impact the hours between 7:00 am - 5:00 pm daily
Additionally, each user may have a custom set up allowing them access that would
specifically give them the information needed. For example, a hearing officer may be
set up to see citation data, but only edit an existing hearing with ability to enter the
disposition, reason, custom notes and even the data required to automatically generate
the reply letter. Other users may have "read only" access and finally the
administrator(s) of the program have the ability to set the individual users and access
capabilities.
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2.36 Svstem Security and Password Protection
PHOENIX GROUP will maintain citation and system confidentiality and will provide
adequate security measures to ensure the same. The computer system has multiple
levels of password protection to ensure the "need to know" of the operator.
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2.37.Reoortina - Electronic
Monthly reports will account for all data for the calendar month. We close our month
within three days of the next month, allowing both the Agency and Phoenix Group to
enter all data for the prior month. Any data not reflected or reported during this month
end process will be reported the following month. All data (such as payment dates) are
reported as to the exact payment date, however our system will also maintain Reporting
month, meaning the data may show a payment date of 12/31/05, but if not reported or
entered until 1/4/05 - the data would be reflected in the following month. The same
would apply to hard copy citations. We keep the data in the actual month of issue, but if
the data arrives after month end, it will still reflect in the month of activity but will not be
reported until the following month. Monthly reports are available to access over the
Internet using Wincite.net. The reports are in a PDF format and only require Adobe
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frQ,posal to the City of San Bernardino - March 12. 2007
reader for viewing, searching, printing. Each report will include all the monthly
documentation for officer performance, revenue, DMV, billing, and surcharge
disbursement. This eliminates reports generated on paper and allows more flexibility
with information storage and retrieval. Report data is maintained on our servers for two
(2) years after which time the agency will have the option of obtaining an archive CD of
old report data. More details and Samples are provided in Section 1 D.
2.38. Svstem Backup and (Disaster) Recoverv PRIMARY HOST SYSTEM Backup and
Data Protection - PHOENIX GROUP
Currently Phoenix group's data is running on a Raid 5, which protects the data from
hard drive failure in addition, the Citation Data is copied in 3D-minute increments to
protect from data corruption and allows for a quick restore.
Daily Backups are performed seven days a week with one end of week backup
and stored off site as well as one month of data maintained on site, the backup is
maintained on external media. With this daily and weekly backup procedure, in the
event of a failure due to unforeseen circumstances, the data should be restored within 2
- 24 hours (dependant upon recovery needs).
Monthly Preventive maintenance is performed to monitor hardware, system reliability
and to restore test data from external media to ensure the integrity of the backups.
In the event of a system failure, we will notify our clients immediately by Email.
Additionally we are in the process of upgrading our hardware to include a complete
redundancy server to avoid possible failures from interrupting service.
2.39 Involvement with the Internet
PHOENIX GROUP has incorporated the use of the Internet into our process. This
involvement includes:
1. True web based system
2. Daily communication to the Host database,
3. File transfers for Hand Held Technology,
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f!Qposal to the City of San Bernardino - March 12. 2007
e 4. Monthly Report Access via the Internet
5. Web Site
6. Violators - Credit Card Payments and Inquiry - www.Davmvcite.com. Inquiries
are available 24f7 with secure updates for OPEN citations only. In the event the
CITY requires the process to include paid citations, we will need to limit the date
range of the closed citations so it does not affect the performance and speed of
the data access. This site is new and may require some additional instructions
for viewing.
7. Web Based System. Our web-based system will allow the CITY access the
database from any PC with Internet access. This would also allow more
locations access to the information. The site is a secure site with full remote
capabilities.
Monthly reports are available to access over the Internet. The reports are in a PDF
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format, using Adobe reader for viewing, searching, printing. Each report will include all
the monthly documentation for officer performance, revenue, DMV, billing, and
surcharge disbursement. This eliminates reports generated on paper and allows more
flexibility with information storage and retrieval. More details and Samples are provided
in Section 10.
2.40 SYStem BackuD and (Disaster) Recoverv PRIMARY HOST SYSTEM Backup and
Data Protection - PHOENIX GROUP
Currently Phoenix group's data is running on a Raid 5, which protects the data
from hard drive failure in addition, the Citation Data is copied in 30-minute
increments to protect from data corruption and allows for a quick restore.
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Daily Backups are performed seven days a week with one end of week backup
and stored off site as well as one month of data maintained on site, the backup is
maintained on magnetic tape. With this daily and weekly backup procedure, in the
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frQposal to the City of San Bernardino - March 12. 2007
event of a failure due to unforeseen circumstances, the data should be restored within 2
- 24 hours (dependant upon recovery needs).
Monthly Preventive maintenance is performed to monitor hardware, system reliability
and to restore test data from tape to ensure the integrity of the backups.
In the event of a system failure, we will notify our clients immediately by Email.
Additionally we are in the process of upgrading our hardware to include a complete
redundancy server to avoid possible failures from interrupting service.
Additionally the CITY'S data could be downloaded to our FTP site monthly that could be
retrieved by the CITY to upload the date to the CITY'S computer system as another
back up of the data.
2.41 ProcessinQ Time lines
e The processing time lines are directed by the Agency. The following is provided as a
guideline to reflect what to expect from a normal schedule or routine. The majority of all
the scheduled events are custom for each agency. For example
1. Number of days before a notice is generated 1 - 99 or,
2. Number of days before a hold is sent to DMV - variable
Manuallv written citations (hard CODV): All citations are entered and on-line within 24 - 48
hours of receipt.
ReQistered Owner Information: DMV is contacted for owner information on an hourly or
minimally daily basis. If no registered owner is returned, we verify the type of error to
determine if a retry is applicable. Most of the time, the data is available at a later date.
DMV returned data: Data returned from the DMV as uncollected will be followed up with
a collection effort as listed under Section 2.47.
e Notice of DelinQuent Parkina Violation: Delinquent Notices (excluding out-of-state
vehicles) are mailed out twice a week, and effective January 1, 2006, delinquent notices
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frQ,Posal to the City of San Bernardino - March 12. 2007
e will be mailed daily. The delinquent notices are generated during the night and mailed
within 8-18 hours of completion. The notices will be mailed within 10 - 21 calendar days
as specified by the CITY. The only exceptions would be citations that have not been
forwarded to PHOENIX GROUP for processing, or if the CITY directs a different time
frame for this process. This time frame may change due to new legislation and
direction from the CITY. Notices for out-of-state vehicles are generated within a few
days of receipt of the registered owner information, but never later than seven days of
registered owner receipt.
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Citation Pavment and Disoosition Uodatina: All payments and dispositions will be
entered and the information will be available within 24 - 48 hours of receipt.
DMV Reaistration Holds and Releases: The DMV will be notified of all registration holds
for the CITY after 14 days (may want to delay an additional week for late payments to
avoid a $3.00 DMV fee). days from the mailing date of the notice, or as directed by the
CITY. The date of notification to the DMV for such holds may be adjusted to
accommodate peak seasons that the CITY may experience from time to time. DMV
hold releases are completed daily, but in an exception would never be greater than
seven days from payment receipt.
Grace Periods: The system provides for a grace period to be customized per process.
Such as payment late date - that are acceptable or DMV hold dates.
Svstem Reoorts: PHOENIX GROUP will supply the CITY with all reports required by the
CITY within ten days of the closing of each month, the majority of the time reports are
available within 7 days of the new month. Special reports may be generated as
needed.
The WINCITE system maintains all historical status codes. The life ofthe citation can be
audited at any time through a personal computer, modem and a communication
program. The personal computer will provide access to the Host computer. Each
citation may be tracked from the date of citation and will include dates for: DMV inquiry,
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f!:Qposal to the City of San Bernardino - March 12. 2007
notice mail date, notice due date, DMV hold date, DMV release date, and all payments.
Payments will be entered with the date paid and may include individual payment
amounts and dates if the citation was set up on a payment plan.
PHOENIX GROUP welcomes any change in these time lines, which will enhance
the collection, or streamline the process.
2.42 Svstem Conversion
For more information on conversions, please feel free to contact the following agencies:
City of San Luis Obispo Contact: Robert Horch Phone (805) 781-7234
City of Santa Ana Contact: Lt. Dave Jones Phone: (714) 245-8213
County otKern Contact: Carmen Gomez Phone: (661) 868-3002
City of Paramount Contact: Janene Ottaiano Phone (562) 220-2179
The program is already established and in a productive mode so the only
Implementation required is the conversion of the existing data. Based on the contents
of the RFP it's estimated the conversion would be no more than 30 days. Providing a
conservative tum over time, any added features and customized program will not be a
problem with meeting a start date that will satisfy the City. The program can begin
immediately with full conversion as quickly as 30 days.
The Project Milestones consist primarily of:
1. Establishing the City's Guidelines
2. Setting up Remote Access
3. Training
4. Converting current data
All of the milestones are incorporated into a 60-day conversion, with the benefit to recap
or review prior to the start date. However the project can be implemented over a 30-day
period if there is a need to move quickly.
The approach to the project is simple, establish the needs of the city, follow our pre-
established checklist and begin the project. The project with the City of San Bernardino
is new, but the program and what data elements are needed are basically the same for
all new clients.
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f!:Qposal to the City of San Bernardino - March 12. 2007
It is our intention to organize the conversion for the CITY and review the operations and
provide training as quickly and thoroughly as possible. For details of the conversion,
see Section 1.06.
Additionally we, Phoenix Group would provide the same in the event we were requested
to Forfeit the data back to the City.
2.43' Audits - Books and Records and Data Retention
Phoenix Group has created an annual report that is used to satisfy the requirements of
CVC 40200.3(b). This report is available at no additional charge and is currently in
place.
Phoenix Group has not prepared an Audit for any of our clients, but is willing to
participate as needed or necessary.
PHOENIX GROUP shall maintain separate books and records for the processing of the
CITY'S parking citations. Such books and records will consist of citation origination and
disposition documentation (source documentation) and related processing control
documentation, and magnetic media, both computers resident (on-line) and archival
(off-line).
The above defined books, records will be maintained at PHOENIX GROUP corporate
headquarters and made available for inspection and audit by The CITY at all reasonable
times with 48 hours prior notice to PHOENIX GROUP.
Citations, files, books, records, information stored on magnetic tapes and other
documents generated by PHOENIX GROUP shall be deemed the property of The CITY
and will be returned to the CITY at the time of termination. PHOENIX GROUP shall at
the CITY'S direction, return all books and records. CITY shall notify PHOENIX GROUP
of requirements to return books and records in writing.
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fr2posal to the City of San Bernardino - March 12. 2007
e Books and Records will be retained by PHOENIX GROUP as defined in DATA
RETENTION AND STORAGE, or until returned to the CITY.
DATA RETENTION AND STORAGE
The Bid specifications listed several items with different time requirements for data
retention. We would like to maintain our data retention policy, however we will work
with the CITY to meet their requirements. PHOENIX GROUP'S data retention/storage
policy defines the period of retention and disposition of three categories of data: source
documentation, magnetic media and control documentation. All costs to return or
destroy data will be borne by PHOENIX GROUP.
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MAGNETIC MEDIA: Data will be removed/archived from the on-line system once a
year. The data will normally be for citation payments and closed citations that have
exceeded two years. Data archived from the system may be retained by PHOENIX
GROUP on CD ROM. Stored Data will be retained for duration of the contract - or until
returned to Agency, whichever is greater. The CITY has the option of receiving a copy
of the data on magnetic media per request of the CITY. The following data will be
returned to the CITY at the CITY'S expense:
Open citations: Any citation open that has been returned by the DMV as uncollected or
older than 36 months and not yet on DMV hold, or as directed by the CITY. PHX will
maintain all citations on the system that are on hold with the DMV until the DMV clears
the citation.
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SOURCE DOCUMENTATION (hard CODV data): Our standard process is to return the
source documentation to the CITY every July and January for the previous six months,
(Le., citation hard copies from January-June will be returned to the CITY six months
later, January). These files will consist of handwritten citations and payment receipts.
PHOENIX GROUP will provide computer generated citation data for citations on the
system provided they have not been archived to magnetic media. All data is contained
within a batch and numbered prior to filing. Each batch of citations, payments or
administrative data will be given a batch number and stored in sequential order. All
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f!:Q.posal to the City of San Bernardino - March 12. 2007
e batch numbers are maintained within the citation history for easy reference. In the
event the CITY does not approve of this program, Phoenix Group would like the
opportunity to negotiate this plan with the CITY so that it is feasible for both parties.
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CONTROL DOCUMENTATION: Processing control documentation will be maintained
by PHOENIX GROUP for no longer than twenty-four months.
PHOENIX GROUP suggests the following criteria for Data Retention.
Computer data files: Data will be removed/archived from the system every July. Data
archived from the system will be retained by PHOENIX GROUP on magnetic media.
Data on magnetic media will be retained for 24 months from the date of archival. The
CITY has the option to receive a copy of the data on magnetic media per request of the
CITY. Criteria for removal/archival of data will be:
Closed citations: Any citation date older than 18 months and, has been closed for
a period of one year.
Open citations: Any citation open that is not on DMV hold, and older than 36
months.
Regardless of age open citations that are on DMV files with a hold on the
registration will remain on the system until DMV clears the citation.
Hard copy files will be returned to the CITY every July and January for the previous six
months, for example citation hard copies from January - June will be returned to the
CITY the next January. These files will consist of original citations and payment
receipts. PHOENIX GROUP will provide computer generated citation data for citations
on the system provided they have not been archived to magnetic media.
In addition to this proposed routine, the data is also stored off-line for three years and
will
comply with the needs of the CITY for data storage off-line.
The above defined books, records will be maintained at PHOENIX GROUP corporate
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2.44 Soecial Collection Processina and Follow uo
Citations that meet the criteria of special collections would be as follows:
1. Citations that did not meet the specific requirements to place the
vehicle on registration hold and have exceeded 13 months in age. The
exceptions to this would include a transfer or no name on file. Phoenix
Group will make multiple attempts that cover a period of 90 days to obtain
the registered owner.
2. Citations returned from DMV as uncollected
3. Out of state citations that fail to pay on the delinquent notice
Phoenix Group will mail out a delinquent letter of warning. If the citation remains
unpaid, the data will be turned over to a Collection Recovery. Included, but not limited
will be the following:
. 800 number for customer validation routed to CSC recording or staff. At this number,
customers will receive a Pasadena authorized message to verifY and confirm CSC's
contractual role with the city for collections of delinquent parking tickets and what the
customer's dispute options are.
. Weekly reporting of disputes to the city
. CSC collections staff are not allowed to give out Pasadena phone numbers other than the
established 800 number
. CSC collections staff refer customers to the DMV for proof of release of liability
. CSC collections staff are assigned specific accounts, so any complaints to the city are
promptly addressed and resolved with disciplinary action taken as necessary
. Options for CSC senior staff to personally address individual City customer service
issues
. Direct lines of communication from city to CSC executives for addressing concerns and
issues
. Analysis of customer interactions to maintain % of complaints to acceptable levels
. CSC staff given additional details of citation in order to provide verification to customer
and resolve outstanding citation immediately
Here's how it works-
Credit Solutions Corporation (CSC) can guarantee newfound revenues to the City of San
Bernardino from your uncollected parking tickets. With no current expectation of
collection, the city will receive "Found Money" with no impact to the budget or current
operations.
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CSC will guarantee to generate supplemental revenues for the City, and to prove it we'll
write the City a non-refundable check, up front. This is a completely unique business
solution that takes the guesswork and surprise out of your collections revenue
performance for these debts.
CSC's Government Fiscal Solutions (CSC/GFS) guarantees the City of San Bernardino
supplemental revenues from your backlog of uncollected parking tickets (and other
debts), delivering found money to the City. The found money label is accurate because it
comes after all traditional options to collect have been exhausted, including traditional
processor efforts and DMV holds.
The guarantee will be based on an analysis of the City's backlog of uncollected debts.
Based on the initial assessment, we will provide a guaranteed minimum amount of
revenues to the City. If that minimum meets agreed upon revenue and/or performance
goals, then CSC/GFS will deliver on the amount and terms of the guarantee. To back up
the.guarantee, CSC/GFS will write a non-refundable check for the guaranty amount as a
deposit against collections.
In order to establish the terms of the guarantee for your acceptance, the data from
uncollected parking tickets is required. Once the data is received, CSC will perform an
exhaustive analysis to the collectibility of the uncollected tickets. We will then deliver
the results of the analysis to the City in the form of a guarantee. This is not a purchase or
factoring of the debts. This is simply us taking the risk out of generating net revenues
from your uncollected tickets.
You are guaranteed to receive at least the minimum revenues, with additional revenues
coming as the minimum collection targets are exceeded.
CSC is under contract with the City of Pasadena to deliver "Found Money" collections
services based on their guarantee. As documented in the attached Pasadena City Staff
Report, this guarantee is a unique service provided only by CSC and is the best option for
the City.
Over the last 15 years, CSC has developed and implemented a proprietary system for
analyzing and collecting portfolios of distressed debt. Our modeling, analysis, and
collection management system, the Viper, is a key business asset and considered highly
proprietary. Viper has proven to be so successful in measuring collection performance
that we are willing to back the results of our services with a minimum collections
guarantee. Additionally, CSC can provide supplementary services to both the City and
its debtors to make payment of delinquent debts a win-win resolution for all parties.
Credit Solutions Corporation is a San Diego-based financial services company that has
purchased nearly $1 billion in charged off consumer accounts since 1997. We are a
Minority Women Owned Business (MWOB) Enterprise whose management has over 55
years experience in the area of municipal and private collections. A principal shareholder
of the company has done business with the US Mint since 1965, does business with
governments on 6 continents, and is listed in Forbes Magazine as CEO of the 65th largest
private US Company.
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f!:2posal to the City of San Bernardino - March 12. 2007
httD:/ /www.forbes.com/fmance/lists/21/2004/LIR.ihtml?nassListId=21&nass Y ear=2004
&nassListTvne=Comnanv&uniaueld=KI6S&datatvDe=Comnanv
Our municipal experience goes back to 1995 when our management team executed a
collections contract with the city of Houston for delinquent parking and traffic tickets.
Houston realized a 400"10 increase in delinquent ticket collections from this effort.
We are members of the American Collection Association, California Association of
Collectors, the Better Business Bureau, and we fully comply with the Fair Debt
Collection Practices Act.
Sample Letter used for the City of Pasadena follows:
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f!:Qposal to the City of San Bernardino - March 12. 2007
I~B CREDIT
. ..... ... ......... .... SOLUTI.ONS
... ... . .... CoRPORATION
.. A A....COAL S..""".. COMPANY
Courtesy Statement and Demand
THIS IS AN ATTEMPT TO COLLECT A DEBT
DATE
NAME
ADD
. CITY
RE: . City of Pasadena Unpaid Parking Citation
SAMT
Vehicle Identification #PLATE
Dated: VIOLDTE
Account #
Dear NAME,
Please be advised that Credit Solutions Corporation has been retained by the City of Pasadena to
enforce collection on the above captioned Parking Citation.
This letter shall serve as notice of non-payment and demand for payment arising from a Parking
Citation arising from a previous violation within Code Section 10.40 of the Pasadena Municipal
Code.
Please contact our offices IMMEDIATELY AND TOLL FREE to resolve this matter at (800)
250-8877. We accept telephonic bank debit, MasterCard~, VISA~ , American Express~ and
Discover Card~. We can probably clear your vehicle record right over the phone.
IMPORTANT! AS REQUIRED BY LAW, YOU ARE HEREBY NOTIFIED THAT A
NEGATIVE CREDIT REPORT REFLECTING ON YOUR CREDIT RECORD MAY BE
SUBMITTED TO CREDIT REPORTING AGENCIES IF YOU FAIL TO RESPOND TO
THIS LETTER WITHIN 30 DAYS.
Sincerely,
Customer Service- CoUeetions
(800) 250-8877
Unless you notify this office within THIRTY (30) days after receiving this notice that you
dispute the validity of this debt or any portion thereof, this office will assume this debt is
valid. If you notify this office in writing within THIRTY (30) days after receiving this
notice that the debt, or any portion thereof, is disputed, this office will obtain verification
of the debt or obtain a copy of the judgment and will mail you a copy of such judgment or
verification. If you make a request in writing within THIRTY (30) days after receiving
this notice, this office will provide you with the name and address of the original creditor,
if different from the cu"ent creditor.
NOTICE: See reverse side for important consumer information.
Figure I - CSC Collections Notice Letter PI
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fmPosal to the City of San Bernardino - March 12. 2007
NOTICE OF YOUR LEGAL RIGHTS
THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO
COLLECT A DEBT, AND ANY INFORMATION OBTAINED FROM YOU WILL BE USED
FOR THAT PURPOSE.
THE DEMAND FOR PAYMENT BY CSC IN THIS LETTER DOES NOT AFFECT YOUR
RIGHT TO DISPUTE THE DEBT WITHIN THE THIRTY (30) DAY PERIOD AS SET
FORTH BELOW.
YOU HAVE THE RIGHT TO DISPUTE THIS DEBT, OR ANY PORTION OF IT, WITHIN 30
DAYS AFTER YOU FIRST RECENE THIS NOTICE. IF YOU DO NOT DISPUTE THE
VALIDITY OF THIS DEBT, OR ANY PORTION THEREOF, WITHIN 30 DAYS AFTER
YOU FIRST RECENE THIS NOTICE, THIS OFFICE WILL ASSUME THE DEBT IS
VALID.
IF YOU NOTIFY THIS OFFICE IN WRITING WITHIN 30 DAYS AFTER YOU FIRST
RECEIVE THIS NOTICE THAT YOU DISPUTE THIS DEBT, OR ANY PORTION
THEREOF, THIS OFFICE WILL OBTAIN VERIFICATION OF THE DEBT OR A COPY OF
THE JUDGMENT AGAINST YOU (IF THERE IS A JUDGMENT) AND WILL MAIL TO
YOU A COPY OF SUCH VERIFICATION OR JUDGMENT.
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IN ADDITION, IF YOU MAKE A REQUEST IN WRITING WITHIN 30 DAYS AFTER YOU
FIRST RECENE THIS NOTICE, WE WILL PROVIDE YOU WITH THE NAME AND
ADDRESS OF THE ORIGINAL CREDITOR FOR THIS DEBT, IF DIFFERENT FROM THE
CURRENT CREDITOR..
CALIFORNIA RESIDENTS: THE STATE ROSENTHAL FAIR DEBT COLLECTION
PRACTICES ACT AND THE FEDERAL FAIR DEBT COLLECTION PRACTICES ACT
REQUIRE THAT, EXCEPT UNDER UNUSUAL CIRCUMSTANCES, COLLECTORS MAY
NOT CONTACT YOU BEFORE 8 A.M. OR AFTER 9 P.M. THEY MAY NOT HARASS
YOU BY USING THREATS OF VIOLENCE OR ARREST OR BY USING OBSCENE
LANGUAGE. COLLECTORS MAY NOT USE FALSE OR MISLEADING STATEMENTS
OR CALL YOU AT WORK IF THEY KNOW OR HAVE REASON TO KNOW THAT YOU
MAY NOT RECENE PERSONAL CALLS AT WORK. FOR THE MOST PART,
COLLECTORS MAY NOT TELL ANOTHER PERSON, OTHER THAN YOUR ATTORNEY
OR SPOUSE, ABOUT YOUR DEBT. COLLECTORS MAY CONTACT ANOTHER PERSON
TO CONFIRM YOUR LOCATION OR ENFORCE A JUDGMENT. FOR MORE
INFORMATION ABOUT DEBT COLLECTION ACTNITIES, YOU MAY CONTACT THE
FEDERAL TRADE COMMISSION AT 1-877-FTC-HELP OR WWW.FTC.GOVERNMENT.
~
PAYMENTS INVOLVING AN ACCORD AND SATISFACTION MUST BE MAILED TO
THE FOLLOWING ADDRESS: 9577 CHESAPEAKE DRIVE, SAN DIEGO, CA 92123,
ALONG WITH A STATEMENT VIA CERTIFIED MAIL NOTIFYING THIS OFFICE TEN
(10) DAYS IN ADVANCE THAT THE PAYMENT IS FOR AN ACCORD AND
SATISFACTION. IF THIS PROCEDURE IS NOT FOLLOWED, THIS OFFICE WILL NOT
BE BOUND BY THE TERMS OF THE ACCORD AND SATISFACTION AND THE
PAYMENT WILL BE APPLIED TO THE OUTSTANDING BALANCE.
AS REQUIRED BY LAW, YOU ARE HEREBY NOTIFIED THAT A NEGATNE CREDIT
REPORT REFLECTING ON YOUR CREDIT RECORD MAYBE SUBMITTED TO A
CREDIT REPORTING AGENCY IF YOU FAIL TO SATISFY YOUR MUNICIPAL FINE
AND FEE OBLiGATIONS.
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frQposal to the City of San Bernardino - March 12. 2007
SECTION 3 - SOFTWARE. HARDWARE. and COMMUNICATIONS
3.01 WINCITE.NET (Host) Svstem Hardware and Software
WINCrrE.NET. The Parking Citation Management System is a custom software
product that has been in full production for two years. All functions or
capabilities requested within the Bid Specifications are fully implemented and in
production, with no special programming required to satisfy the needs of the
CITY. PHOENIX GROUP INFORMATION SYSTEMS designed the Program with
spe~d, accuracy and customer service as primary goals. WINCITE.NET is in use
throughout California by many municipalities and citation issuing agencies to
facilitate their parking citation processing. The original version of our program
was designed over 15 years ago and was then rewritten for Y2k compliance in
1999. Our most recent enhancement to the remote access system was the move from
a terminal services environment to an ASP.NET environment; completed and
introduced in 2002. New features capabilities and functions to our system are:
1. Web based .nettechnology,
2. Custom letter program that will allow the remote users to select and edit text
3. Daily boot file/hot sheet reports,
4. Copies of the actual deposit slip accessible over the Internet and/or emailed daily
5. Complete reporting accessible over the web
6. Ad Hoc Reporting.
Preventive Maintenance: Our MIS department performs monthly preventive
maintenance to ensure system reliability, data integrity, and over all system
health. In addition we maintain testing environments for data integrity checks
and system backup/restore processes to insure the performance and reliability of
our system.
Backups:
. Every 30 minutes: Database transaction backup
. Daily: Entire database backup
. Weekly remote server backup
. Weekly: Off-site database backup
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f!:Qposal to the City of San Bernardino - March 12. 2007
. Monthly: On-site database backup
Reports: Monthly reports generated by the system are available using Internet Explorer
for easy retrieval.
Software Information: The WINCITE.NET application was built in a microsoft.net
Framework environment using ASP.NET and Ms SOL Server Stored Procedures to
prov!de the greatest performance and efficiency of processing. It includes a
sophisticated security system to protect data and prevent unauthorized access to
information. More recent upgrades include web based archive data transfer and
access. . This will allow for easier data maintenance and better performance while
maintaining access to older data.
The WINCITE.NET (host) system is running on a Microsoft Advanced Server 2000
platform, SQL Server database and is powered with duel Intel 2 GHz
microprocessors, supported by a RAID 51 configuration. Our software is
upgraded and/or enhanced on a very regular basis, in response to client requests
and in adherence to Microsoft standards. Our system has been designed to keep
up with client needs and allow enhancements to be incorporated in our system
with very little downtime. Our MIS department is in the process of another
upgrade that will take place before the end of the year.
However, our current system components include the following:
. High-speed Internet- (T1) Broadband Connection
. Dedicated ARDC line to Sacramento (DMV communications)
. 10/100 Ethernet network
. Dedicated servers to services.
o X2 Web Severs
o X1 SOL Database Server
o X11nteractive Voice Response System (IVR) Server
I Combines data strlping (for enhancecl perfonnance) with distributed parity (for data protection) to provide a recovery path in case
of failure.
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event of a failure due to unforeseen circumstances, the data should be restored within 2
_ 24 hours (dependant upon recovery needs). Monthly preventive maintenance is
performed to monitor hardware, system reliability and to restore test data from external
media to ensure the integrity of the backups.
Additionally the CITY'S data could be loaded to our FTP site monthly and could be
retrieved by the CITY for upload to the CITY'S computer system as secondary back up
protocol.
3.03 Svstem Security and Password Protection
PHOENIX GROUP INFORMATION SYSTEMS will maintain citation and system
confidentiality by providing adequate security measures. The Winclte.net
system has multiple and customizable levels of user privileges to ensure
data access security.
Recently we added our site to become a Hacker Safe Certified Site: This site is tested
and certified daily to pass the FBI/SANS Internet Security Test. The "live" HACKER
SAFE mark appears only when a web site's security meets the highest security
scanning standards of the U.S. government, Visa, MasterCard, American Express,
Discover and JCB.
3.04 Hardware and Software Reauired for Remote Access
The recommended minimum system for remote access to the WINCITE.NET database
is:
. An Intel based PC that is running Microsoft Windows 2000 Pro or XP Pro
. Access to the Internet using Intemet Explorer
. High-speedlbroadband internet connection- highly recommended
. Video Display that will support 1024 - 768 or Higher
. Notes: More memory is usually better than less. PHOENIX GROUP
INFORMA TION SYSTEMS recommends a minimum of 256mb of RAM for
client machines
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f!Qposal to the City of San Bernardino - March 12. 2007
Each operator would be set up as a Wincite.net user with a unique usemame and
password. The City's primary Administrator will have the ability to adjust user levels,
functions and security.
The CITY will be responsible for any costs for telephone lines, telephone service or
Internet access at the CITY.
3.05 Ease of Svstem - Remote CaDabilities
WINCITE.NET was designed to be as user friendly as possible. The first time our clients
were exposed to the program they were given no instructions and were asked to
maneuver around the system. The experiment was a success and there were virtually
no questions. Recently one of our clients has a serious accident and left the parking
office without back-up training to get into the system, only a user name and password
was available to them immediately. We sent someone over to assist with the training
the very next morning only to find out "No Training Was Needed".
However we are aware some clients feel the importance of all the extra help possible to
avoid confusion and possible errors. We have included a context specific help
information tab within Wincite.net that will provide additional help to new users as
necessary. Updates are made as the system is enhanced.
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f.rQposal to the City of San Bernardino - March 12.2007
e SECTION 4 - HAND HELD - AUTOMATED TICKET WRITERS
4.01 Handheld Ticket Writer Eauioment
Phoenix Group is currently working with all hand held companies in addition to offering
our own handheld solutions. We can propose a variety of hardware solutions including
HP IPAQ (one an two piece solutions) and Casio IT 3000 (one piece solution).
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Quick Specs:
. Two Piece
o HP IPAQ with Oneil Printer (camera option available)
. One Piece
o HP IPAQ with Infinite Peripherals IP-55 Printer
oCasio IT 3000 (blw camera option available)
4.02 Software Packaae
The Software Packaae includes:
a. Ticket Writing Software
b. Street Sweeping Program
c. Syncing Software
d. Boot File Export/Import
4.03 Descriotion of Ticket Writers Description and Mechanics of Ticket Writers
The devices run Microsoft operating systems Pocket PC, Windows CE and Windows
Mobile 5.0, which are very user-friendly and familiar to any user of Microsoft Windows
on a desktop or laptop computer. The devices allows for much more than writing a
parking citation including, but not limited to, storing contacts, emails, creating or editing
word documents and a sound recorder that may be attached to the citation. The units
come standard with at least 96MB of memory which is Sufficient for programs, files, and
hot car list of 100,000 + plates, 75,000 citations as well as all contact information,
emails (if configured for email), documents and sound recordings. Up to 1GB of
additional memory can be added in the memory card slot, which is very easy to access
and use. An internal lithium ion battery supplies power to memory and significant
notification of a low battery will insure no loss of data. The units will automatically go to
'Sleep. mode when not in use to conserve battery life. However, the devices can work
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f!:.Qposal to the City of San Bernardino - March 12. 2007
for up to 20 hours of occasional use or 12 hours of continuous use on a single charge.
The printed citation will be configured to meet the agency's required format and layout.
Touch Screen Technoloav - Custom drop down lists and software keyboards can be
used to input the data into the parking citation program utilizing touch screen
technology. This often increases the speed of the citation process.
Phvsical or Software Kevboard
The Parking Citation System can also utilize the software "on-screen" keyboard for
input, which may be easier for first time device users.
Ticket Writer Disolav - Full color touch screen makes it very easy on the user's
eyes. The devices provide complete control of the variable back lighting system and
the brightness of the display. The Ticket Writers all have a real time clock that
displays - Time in HourslMinutes/Seconds. Date in Day/MonthNear. To input a
citation the user will follow the menu selection and optional choices, such as a street
sweeping program to issue tickets quickly when data is commonly repeated.
Audio Caoabilities - The devices has the ability to record sound and or
conversation. The software will support the audio sound bite by attaching the file to
the citation data maintained on site on the local PC.
Audible Alarm - The devices have an alarm that will warn the officer of a low battery
with sufficient time to remedy the problem. The unit will display a "Battery Low"
message on the screen and give an audible tone to draw attention to it. The ticket
writers can also display a message when the officer is citing a vehicle with a license
plate that is stored in the unit for: Habitual offender, warning, stolen vehicle,
previously cited, etc., the unit will display a message as to the type of file it is listed
under, or reason for the alarm.
Communications -
-(one piece) RS232 serial connection communication is used to send the data to the
printer.
-(two piece) Bluetooth@ personal area network (PAN)
A standard secure digital data card will be utilized for syncing the data to and from
the handheld and the local CITY's PC.
Power - The devices include an internal lithium ion battery with the ability to write
over 1000 tickets before the need to recharge the battery. The battery will recharge
overnight.
4.04 Hand Held Ticket Writer Eauioment and Software Provided
Included within the Proposal:
Hardware - Software:
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f.!:Qposal to the City of San Bernardino - March 12. 2007
. Handheld hardware including citation writer and printer
. Software package Handheld Unit Parking Citation Syncing and Management
Software
Personal computers are able to interface with Contractor's computer system via the
Internet provided the City allows MS Internet Explorer. One computer on site will need
to have software installed to sync the ticket writers, upload tickets, and uploading boot
. files andlor table updates.
Citation Size -
O'Neil 2T and Infinite Peripherals PP-55: Printer will hold paper for up to 125 tickets.
The ticket will be created to match the City's current citation format. Citations will not be
smaller than 2" wide by 7" long and shall fit unfolded into an envelope accepted by the
U.S. Postal Service for first class delivery requirements.
Casio IT3000: Printer will hold paper for up to 100 tickets. The ticket will be created to
match the City's current citation format. Citations will not be smaller than 3" wide by 6"
long and shall fit unfolded into an envelope accepted by the U.S. Postal Service for first
class delivery requirements.
The Hand held parking citation writers are programmed to add speed and accuracy to
the final product, the citation. The majority of the data will be inputted through drop
down lists, automatic "look ups" and default set-up. Each unit can require officers to log
in before using the citation writing software~ The violation amount and code will
automatically fill in based on the description chosen which is a drop down list. The
vehicle state defaults and the license number is checked against a table to see if the
vehicle has any special circumstances, such as; Tow or boot, do not cite and
previously warned. The officer will only be required to input, violation, month of plate,
license number or VIN, vehicle make, color, body style, location, and four-character VIN
number. The remaining fields, (citation number, officer name, officer number, time, fine
due, state and expiration of plate), have been input either by defaulting or by lookups
based on the officer entered information selected by drop down lists displayed on the
Ticket Writers. Through this type of programming the citation can be input and printed
in less than 25 seconds. This will allow the officer to leave the location as soon as
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completed. The handheld also has the ability to enter notes, both printed and non-
printed officer notes for each ticket. Non-printed officer notes can be entered at any time
throughout the officer's day.
Backup/Disaster Recovery:
The citation writing software includes an automatic backup feature that copies crucial
data (citation files) to the non-volatile memory of the device. This data can then be
retrieved in the event of a catastrophic failure.
The Ticket Writers will be uploaded daily to server import directory via secure web
services (HTTPS). This method will alleviate any network security concerns that may
arise while allowing outside communications. In addition, the license plate lists
containing the boot or tow list will be downloaded daily from Phoenix Group's servers.
These two processes will be done automatically and without user intervention where
e access rights are available.
Upon delivery, the CITY assumes responsibility for safeguarding all software and
equipment. Replacement costs (at fair market value) for any lost or stolen equipment is
the sole responsibility of CITY.
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4.05 Parkina Issuance Software
The devices do not require the use of "codes" for entry; all entries are in plain English.
The devices are menu driven for ease of the officer. In the event the officer is unfamiliar
with the options, he/she may scroll through the choices (such as abbreviation for
another state) prior to making a decision. Prior to the officer issuing citation, the officer
set-up feature will include setting the time, date, name, badge number and default state
abbreviation.
The devices may be protected through the use of passwords to avoid officers from
using equipment prior to an officer set-up. This will allow only authorized officers the
use of the unit unless a change is made.
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Each unit is capable of daily downloading to the Parking Citation Management System
via the Internet with little assistance from the City.
Units are capable of storing and displaying information, including a listing of habitual
offenders, previously warned plates and additional license plates with information
pertaining to them.
The units have drop down lists wherever applicable, with complete control available of
these lists.
All lists are up-loaded from Phoenix Group: table updates include, violation codes and
fines; street names; vehicle makes, models and colors; officer, route information and
remarks.
The following description will identify the process of the software to operate the Ticket
Writers. START - ON button turns the device on.
a. Officer log in
b. Select Ticket function by pressing a pre-programmed button on the device or by
choosing Citation from the Start Menu (as you would on a PC).
c. Enter license number
d. Select state or country by entering abbreviation or using the drop down list. The
"hot car" look up is completed and a message is displayed if the vehicle is on the
list
e. Enter plate year or use the drop down list to select
f. Select make of vehicle by entering abbreviation or using drop down list.
g. Select color of vehicle using entering color or using drop down list.
h. Select violation code by entering the first few letters of the violation description or
by choosing it from the drop down list.
i. Enter location or select it from a drop down list.
j. If applicable enter printed notes.
k. Tap the Print Button.
I. Printer then starts printing. The printer then prints the ticket in its entirety.
m. If applicable enter officer notes.
n. If applicable re-print second copy of the ticket.
Note: Other prompts may be required, for instance, Meter number, Time marked, 4
character VIN number. The above example is for demonstration purposes only, all
Ticket Writers are flexible and may be programmed to meet the specifiC needs for
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f.rQposal to the City of San Bernardino - March 12. 2007
e CITY. A couple of examples are: 1) If the citation is a meter violation, the meter
number will be required, 2) If the violation is time dependant a message may be
displayed such as "no parking between 12 -2 pm" This may happen automatically
indicating the time the citation is issued.
The software is user friendly and completely menu driven.
The system will allow additional functions such as:
a. Scoff law list (Boot List)
b. Permits - Exempt File
c. Previously warned plates
d. Stolen vehicles
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The citation will also allow additional information to be printed on the citation form. For
example, if the City writes a violation for expired tabs (CVC 5204) the officer may select
additional notes to be included with the ticket. Such as correctable instructions or other
information that may be desired to be included. This would also be the case to inform
the violator of a violation for a missing permit. If the handheld ticket writers include the
license plates for current permit holders, the citation could even act as a warning. This
is just a couple of the ways the citation and the software may accommodate the City's
growing needs.
4.06 Overniaht Communication
At the end of the shift each officer returns to the office and via the providedSD Card
sync the handheld. It will also update the device's drop down lists with any new data
and update the special handling license plate lists at the same time. The officer will
then initiate the citation upload the Phoenix Group servers. During this time, a boot file
(habitual offender listing) is transferred from the Phoenix Group servers back to the
client PC to download into all the devices for inquiry by the next shift. This process
takes less than 2 minutes. The officer will then place the DEVICE on a charging station,
which will then charge the unit for the next day.
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4.07 Data Collection and Charaina Station
Each device Handheld Citation Writing Unit has a charging station that charges the
unit's internal battery.
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All communication software is installed on the local Personal Computer(s) currently set-
up at the CITY. All of the computer equipment (except desktop PC(s)) and software
requested within the Proposal specifications will be provided by PHOENIX GROUP.
4.08 Transfer of Data - Communications
. The Ticket Writer data will be uploaded daily to a remote server via secure web services
(HTIPS). In addition, the license plate lists containing the boot or tow list will be
downloaded daily from Phoenix Group's remote server. These two processes will be
done automatically and without user intervention where access rights are available.
4.09 Local Office EauiDmentlComDutersfTransfers
At the end of the shift each officer returns to sync and charge the handhelds. During
the sync, the City's PC will automatically upload the new ticket information to the
Phoenix Group servers set up exclusively for the uploading of the citation data. Phoenix
Group will then import the data to the CITY'S database and begin processing without
any intervention by the CITY. The import of the data is automatic and begins processing
without any intervention by the CITY.
4.10 Boot Files
All updated files (such as a "boot" file) are created each night by the Phoenix Group
system. The file is transferred back to the CITY's local PC during each sync, which is
then uploaded into each field unit automatically. This entire process is done
automatically with NO user intervention needed if the appropriate access rights are
available. The boot files may be filtered down to the specifications required by the
CITY.
Examples of these variables are:
a. Number of open Citations per plate,
b. Cites open that have included a delinquent notice,
c. Age of citation,(i.e., citations older than 60 days from issue date but not
older than two years),
d. Vehicles on DMV hold.
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f!Qposal to the City of San Bernardino - March 12. 2007
e 4.11 Warninas
The citation writing software has the ability to issue and track warning citations. For
example, if a warning citation is issued to a plate or VIN, the program saves that
information in the local database and then uses that information to update each
handheld with the "previously warned" plateNlN list. Should the officer issued another
citation to a warned plateNIN, the device will alert the officer that the vehicle was
previously warned. The software can be set to clear the warning list after any number
of hours/dayslweeks etc.
4.12 Reports
The on-site PC will generate several reports, included but not limited to the following:
a. Cites by date
b. Production Report by Officer
c. Officer Average Report
d. Officer Summary by Violation
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These reports are available as needed and may be generated through a "report Wizard"
type of process. In addition to the daily reports, monthly management and statistical
reports are provided by the WINCITE system.
4.13 Involvement with the Internet
The ticket writing software has incorporated the use of the Internet into our process.
This involvement includes:
a. Communication to the Phoenix Group database,
b. File transfers for Hand Held Technology,
c. Daily Boot files.
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4.14 Time Limit Mark Feature
The Parking Citation Software will include a Time Limit Mark feature that will
automatically record marked time once the users input a license number and location.
The locations can then be pulled up from a drop-down list, the license plates can then
be selected, and elapsed time will automatically be recorded for the specific vehicle.
The feature will also track vehicle movement. Officers will be also able to record
additional marks and to remark the same vehicle if moved to a different location.
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frQposal to the City of San Bernardino - March 12. 2007
e Marked times, elapsed times, and locations will automatically print on the hard copy of
the citation.
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4.15 Warranty and Maintenance
(Leased Handhelds/Hardware/exceot ourchased handhelds) - Phoenix Group will
be responsible for any failure of the hardware during the term of the contract.
Phoenix Group will be responsible for the maintenance and repair of all equipment.
Physical damage to the device due to misuse will be the responsibility of the City to
replace at the actual cost of replacing the hardware from the manufacturer.
(Purchased Handhelds) - Any failure of the purchased handhelds occurring through
normal use of the device must be covered for one year. Physical damage to the
device due to misuse or accidental breakage will be the responsibility of the City to
replace at the actual cost of replacing the hardware from the manufacturer.
Hardware - Any failure of the hardware occurring through normal use of the device,
Printer, PCs, PC monitor, PC Printer is covered for the five year term of the agreement.
Batteries or other peripherals are not covered for the life of the contract. Although the
device is semi-rugged and should handle moderate mishandling, any physical damage
to the device due to misuse or accidental breakage is for the CITY to replace at the
actual cost of replacing the hardware from the manufacturer. Any stolen or lost
hardware is also for the CITY to replace at the actual cost of the hardware from the
manufacturer. Additional Warranty may be purchased at an additional price per unit.
The software maintenance includes the operating system, utilities languages, system
software, and other software provided on the equipment as part of this Proposal. Other
software may be loaded on the system (such as word processing, spreadsheets, etc.).
However, we will not assume responsibility for any user-loaded software. Software
problems are reported directly to PHOENIX GROUP.
Non-functioning units sent to Phoenix Group for repair or replacement of the field unit.
Based on the repairs needed will determine the actual time required to repair the unit.
Shipping costs may be charged back to the customer.
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City assumes full responsibility for the hardware, and any replacements units will be
charged back to the city at retail prices
4.16 Implementation and Trainina
Implementation and training is performed on-site and is usually completed within one to
two days. Two Days of training is included in the project. The training for the PCO's is
performed classroom style with all officers or with the EnforcemenUParking Supervisor.
. The menu screens will prompt the officers through the issuance process and classroom
training generally takes no more than two to three hours. The officers will then move to
the street to write live tickets. This will take approximately half day and no more than
one full day. Training will include basic handheld use (1 hour), ticket issuance (1 hour),
chalk time entry, how to void a ticket, reprint of a ticket, how to load paper in the printer
and some basic trouble-shooting procedures.
It is anticipated that the officers in training will have some computer experience, and/or
handheld devices. In the event that this is not the case, the training time may need to
be extended. We can supply the training needed to reach the level or knowledge to be
successful in the field.
The balance of the training will be spent with the project manager to learn the PC side
of the system. This will include setup of the configurable tables, file maintenance, report
generation, communications, table maintenance, and password assignment.
4.17 Customer Support - Service Calls
Leased Per Ticket Charae - Phoenix Group will provide full support for the duration of
the contract. The initial program will be monitored closely to ensure the project is fully
operational and in a productive mode, all service for the first 3 months will be handled
as a Level 2 support. Once the program is fully operational and signed off by agency,
service calls will be handled at the Level 1 support for additional years.
e Support Levels:
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f!Qposal to the City of San Bernardino - March 12. 2007
e Hours Response Initial Final
Time * Resolution Resolution
- .-
Level 1 9-5, 1 Business 2 Business 3 Business
Su ort M-F Oa Oa s Oa s
Level 2 7-7 6 Business 6 Hours 2 Business
Su ort Hours Oa s
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. Response Time: If then initial phone call does not reach a support representative
directly, this is the time you can expect a return call from a technician.
. Initial Resolution: Interim resolution of the problem could be a " work-around"
and/or patch. This is not necessary in all cases.
. Final Resolution: Final resolution of the problem completed as required by the
client.
On Site Support: In any case where a technician needs to travel to your location to
resolve an issue that is agreed to be a user error may be billed at a rate of $50.00 per
hour.
4.18 Software Uoorades
All software is upgraded at no charge as the software is enhanced for five years.
Software upgrades will ensure that all customers are receiving the benefit of the latest
software. Custom software may be quoted as needed.
4.19 Suoolies
All supplies for the ticket writers may be provided through Phoenix Group. The ticket
format may be designed by CITY to include all verbiage and information to inform the
defendant of instructions for payment and any procedures for requesting a hearing date,
and required by local jurisdiction.
a. Paoer -
2" or 3" all weatherltime temperature citation rolls
b. Additional Suoolies: - Any additional supplies the responsibility of the CITY.
Phoenix Group will provide a set up per each unit at the start of the
contract. Supplies not included are:
i. Envelopes
Ii. Spare carrying cases,
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f!Qposal to the City of San Bernardino - March 12. 2007
iii. Additional AC Adapters,
iv. Replacement Batteries,
v. New Cables (all cables to set up the program will be provided),
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f!:Qposal to the City of San Bernardino - March 12. 2007
SECTION 5 - PREFERENTIAL PARKING PERMIT PROCESSING
5.01 Permit Aoolication Software
Based on our existing Permit System, we will modify our program to accommodate the
City's requirements. The program will include the following features and functions:
. A Data Entry and Maintenance screen for issuing permits and getting status on
existing permits.
. A search mode to find permit information by license plate or permit number.
. A printing function to print and mail new permits and renewals.
. A payment capture system to apply payments to new and renewal permits.
. A letter generator for annual permit renewal notices.
. Management reports to identify payments and all activity in the permit system.
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Access to they system will be through our existing web based system used for parking
citation processing. After a secure login, the user will have access to both parking
permits and citations. Permits may be added or edited on the screen and search
functions will allow finding permit specific information by vehicle license plate or permit
number. Payments may be taken locally and entered into a payment screen.
A weekly process will print, prepare and mail permits to the permitees.
Annually, letters of renewal will be generated to permitees reminding them of renewal
requirements for preferential parking permits and requesting payment. Renewal permits
will be generated and mailed in December and thereafter as needed.
Permit fees will be deposited daily and accounted for in an appropriate manner.
e Reports from the system will be generated as required to identify system activity.
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5.02 Hardware Reauirements
Hardware and Software to access the Preferred Parking Permit System are the same
as required for access to the Wincite Parking Citation System, Windows XP or Windows
2000, Internet, Internet Explorer and Adobe.
5.03 Remote Data Entry Ability
Remote data entry will be online real-time to the database supporting the Permit
System. Permit Data Entry and Status screens will be easy to follow and use with
onscreen help. Phoenix Group will receive data from the City via remote data entry.
5.04 Intearate into WinCite
The Permit System will be a menu choice from the Wincite system allowing access to
both systems at once (if appropriate). Permit data may be searched by License Plate or
Permit Number, provided the license is collected at the time of purchase.
5.05 Permit Renewals
Permit Renewals will be initiated by generating a renewal letter annually with the
payment for renewal triggering the printing and mailing of the permits. Phoenix Group
has determined the cost will be per resident account. A resident account is defined as
each different mailing address. Example, Phoenix Group will charge for each different
resident mailing address, such as 123 Main, 134 Main, 145 Main, etc.
The renewal process will be established as follows:
Data will contain resident name, address, Iicense(s), types and quantities of permits
ordered. Sequential permit numbers will be established by our Permit system. Any
additional information that they City of San Bernardino would require will be established
in advance of the project. We would like to so suggest the City also include the actual
permit numbers on the letters vs. the resident completing the form prior to returning the
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letter requesting the permits. Phoenix Group will process the data and print permits (as
defined by City of San Bernardino) onto the permit mailer form.
Phoenix group will process permit mailer forms for distribution weekly.
Permit mailer forms will be inserted into a self -sealing window envelope, appropriate
number of clear hangtags will be inserted into the envelope. The envelope will be
.sealed and prepared for distribution via 1st Class U.S. Mail.
For the first year, Phoenix Group will process data on a once or twice weekly basis.
Once a week starting the week of November 4th through Thanksgiving week, twice a
week starting the week of December 2nd and ending the week of January 6th. The
processing schedule will be adjusted based on National Holidays. Completed resident
account envelopes will be ready for distribution once a week.
5.06 Permit SUDDlies
The supplies provided to the CITY will include:
Permit Hang Tags - Clear
Permit Renewal- As directed by the City - Current format is included in cost
Envelops for Mailing the Permits - 6x9 self sealed envelope
Letter for Renewal - Included will be a custom letter per resident
5.07 Data Conversion
Conversion of the existing system data will be completed in a timely manner after we
are provided the data and sufficient documentation to understand the exported data.
We assume the data from the previous system will be exported in an ASCII text format.
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SECTION 6 - CUSTOMER SERVICE AND TRAINING
6.01 Customer Service
PHOENIX GROUP has established a customer profile that is needed to support
customer service and assistance with the CITY'S guidelines. PHOENIX GROUP
will review the CITY'S current rules of standard procedures for responding to citizen
inquiries and complaints. This is to establish "Client Procedures" for the internal
. operations of PHOENIX GROUP. This will allow PHOENIX GROUP to adapt to the
method of operation that has been successful and desired by the CITY. In the event that
the CITY has been experiencing difficulties (Le., follow-up correspondence, Returned
checks - NSF) PHOENIX GROUP will advise the CITY based on past experience and
knowledge.
Additional services of Customer Service are:
1. Maintaining verified and updated parking fee schedules (bail schedule),
2. Updating the customer of new or pending legislation,
3. Personal contact to inform CITY staff of potential problems, system updates,
violator issues, or reporting needs,
4. Procedural changes, processing problems, or system enhancements,
5. Continue to Make Improvements to the program,
6. Meet the needs and Requests of the CITY,
Training is an on going Dart of our Drogram and service.
6.02 Account ReDresentative and Trainina Personnel
Mary Houghton will manage and direct all aspects of the program, including new
implementation procedures, and training for the parking program. Ms. Houghton has
over twenty years experience in the parking industry and has performed in the capacity
for over one hundred accounts. Ms. Houghton and her training staff will allot the
amount of time necessary to successfully implement the program. Training and
Customer service will not be compromised in any way. Training is provided at the
beginning of the program with the CITY and as needed throughout our contract through
tele-support or on-site support.
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fmposal to the City of San Bernardino - March 12. 2007
e The WINCITE training will be conducted on site by Mary Houghton and/or Dave
Rotenberg our Technical Support Manager. The CITY will receive the training and
support required to become fully efficient using our program. In addition to the hands-
on-training, PHOENIX GROUP will provide Customer Service and Technical Support as
needed during normal working hours 8:00 a.m. to 5:00 p.m. Monday - Friday, excluding
holidays.
Training guides are available on-line with instructions for each step of our process. For
example, the instructions will provide the CITY with the information to read the inquiry
screens, enter data, reference codes, report descriptions, etc.
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6.03 New leaislation and Laws
There have been many changes from the original specifications of AS 408 from 1992.
As new laws are established and implemented, it is not the intention of PHOENIX
GROUP to add additional costs whenever additional programming or slight increase in
services are necessary due to changes made by legislation. As the legislation changes,
PHOENIX GROUP will continue to enhance the system to allow for a more
comprehensive system. If the changes include additional costs, such as personnel,
postage, forms, etc., these costs will be proposed in writing with cost adjustments.
PHOENIX GROUP has never charged or raised fees to any of our customers due to changes in
the law. This includes programming costs as well as additional work performed by our staff. It
is our feeling that as a service provider we will provide the necessary adjustments in
programming or operational procedures to provide our customers with the most efficient system
available.
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e SECTION 7- REFERENCES
7.01 Credit References
Everv Daoe reaardina References is CONFIDENTIAL
Ms. Ann Drinkward
Priority Banking
Union Bank
21201 Hawthorne Blvd.
Torrance, CA 90503
(310) 543-7171
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7.02 References
Current references include:
REFERENCES
NAME And TELEPHONE
Riverside County
Mr. Mark McGinnis
(951) 788-7043
ADDRESS
3133 Mission Inn Ave
Riverside, CA 92507
City of Santa Ana
Alan Berg
(714) 245-8227
Police Department
20 Civic Center Plaza
Santa Ana, CA 92705
City of San Luis Obispo
Mr. Robert Horch
Director of Parking and Transportation
(805) 781-7234
CSU Fullerton
Mr. Joe Ferrer
Director of Parking and Transportation
(714) 278-7267
1260 Chorro Street, Suite B
San Luis Obispo, CA 93403
800 N State College T -1400
Fullerton, CA 92834
City of Capitola
Sharon Presco
(831) 475-4242
Police Department
422 Capitola Ave.
Capitola, CA 95010
City of Del Mar
Mr. Eric Sandy
(858) 755-9354
Parking and Safety
150 Camino Del
Del Mar, CA 92014
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frQposal to the City of San Bernardino - March 12. 2007
CSU Long Beach
Ms. Denitra Jones
Citation Processing Supervisor
(562) 985-8546
1250 Bellflower Blvd.
Long Beach, CA 90840
EI Camino College
Chief Mike D'Amico
(310) 660-3100
Campus Police
16700 Crenshaw Blvd.
Torrance, CA 90501
Sant,a Monica College
Chief Eileen Miller
(310) 434-4302
Police Department
1900 Pico Blvd.
Santa Monica, CA 90405
UC Santa Cruz
Linda Wolfe
(831) 459-2231
Police Department
1156 High Street
Santa Cruz, CA 95064-
City of Glendale
Jeff Brown
Preferential Parking Permits Dept.
(818) 548-3960 exU
131 N. Isabel Street
Glendale, CA 91206
Sacramento County
Sgt. Bob Erickson
(916) 876-7245
903 Enterprise Dr. Suite 104
Sacramento, CA 95825
FRESNO COUNTY
Richard St. Marie
(559) 488-6785
2220 Tulare St., Suite 1600
Fresno, CA 93721
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f!:Qposal to the City of San Bernardino - March 12. 2007
7.03 Related Svstems
THE CITY OF BUENA PARK PHOENIX GROUP began working with the City of Buena
Park in December of 1992. During the fiscal year of 1992 - 93, the first five months the
City collected $66,218.00 in parking citation collections working with another vendor,
which was an average of $13.240.00 oer month. The citations issued during this period
averaged 1,183.
The 'following six months the City began working with PHOENIX GROUP. The
collection escalated to $159,469.00 during this period. This was an average of
$26.578.00 oer month, which is an increase monthly of $13,335.00, more than double
the orevious monthlv collections. The citations issued during this period averaged
1,249.
When PHOENIX GROUP took over the processing, the data did not include any
citations issued prior to October 1992. These citations were put "on-hold" until the City
could determine the cost of processing vs. the collection potential for these citations.
The processing and collections from the backlog citations exceeded the City's
expectations.
PASADENA CITY COLLEGE Pasadena City College (PCe) issues approximately
12,000 citations annually. The campus consists of 2,000 parking spaces with an
attendance of 25,000 students (not including staff and periodical events throughout the
year). Prior to doing business with PHOENIX GROUP Information Systems, PCC's
GROSS income was $25,000 annually. PHOENIX GROUP was able to install a
package at PCC, which included 12 Ticket Writers, 3 charging racks, 1 PC and printer.
The complete system was up and running within 3 days, leaving only one day prior to
school starting! The entire project became a success in the first year with the NET
income of over $100,000! This represents a change of approximately $115,000.00 in
positive cash flow to PCC.
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frQposal to the City of San Bernardino - March 12. 2007
e THE CITY OF ONTARIO The City of Ontario has been collecting 60% of the citations
issued to in-state citations. The database contained over 10,000 records, which were
transferred onto our system within 3 days. DMV communication was established and in
production within 10 days of citation being entered in WINCITE. Notice generation took
place within 14 days of data transfer.
While these related systems may not meet the exact program proposed to the CITY, the
scenarios will demonstrate the effectiveness and promptness of WINCITE, and the
operations team at PHOENIX GROUP who are ready to serve.
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frQposal to the City of San Bernardino - March 12. 2007
SECTION 8 - COST PROPOSAL
Cost Data - The unit once for the items listed below:
Reauirement Fee Comments
1. Per citation processing
ee (handwritten) $0.75
2. Per citation processing
ee for electronic citations. $0.64
3. Out-of-State processing
and collections $0.32
,. Management of
. I\.dministratlYe Review and
Hearina Drocess Included
5. Fe Der dellnauent notice $0.70
6. Fee for on-lIne inquiry
access per user. Included
7. Delinauent Collections $30.00 Upon Collection and Per case
8. One-time startUD costs. Included
9. MonthlY base costs. Included
10. Enforcement Software $7,000
11. The unit costs for the
lease or purchase of
handhelds and all hardware
(including base station
lease), software and
support services
Option A $920.00 Purchase ner unit
Option B $1,265.00 Purchase ""r un"
Option C $1 380.00 Purchase per unit
Option 0 $1,610.00 Purchase per unit
Option E $2,070.00 Purchase per unh
12. Hourly rate to create
Ispeclal renorts. Included at time of contrac
13. Coats associated with
automated citation paper,
mailing envelopea, and Costs to be quoted based or
return envelones Volume
14. Partial navment notices $0.70
15. 2nd,Iessee, renter, 2nd
owner and or any other
notices $0.70
16. Customer service Included
17.IVR services with credit
card pavment option Included Charoe to the violator
18. DMV Interface for RIO
inquiries and In..tate DMV
hold Davments and releaaes Included
19. City inquiry
comDuterlscreens Included
20. Custom letters $1.25 ODtiona
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21. Costs per Renewal Renewal letters are mailed out
Letter. $1.25 annuallY.
Permits are printed and generated
22. Cost for each Permit at Phoenix Group. Additional!)
Printed $0.50 ....rmlls
may be produced at the City. The
Charae is per Permit. Preferential
Parking Permits - 8 'h x 14: shee
label stock. Matte finish on face,
PMS 264 U solid color on face with
black Drintina on back fD
Ordinance information details.
Face of label is Laser printable and
scored
and kiss cut for removal.
Face of label is UV ink to Inhibit
fadina
Clear Mirror hangers at 3 1/2" x 8"
long 10-mil thickness (material is
23. Hano Tags $0.80 Lexanl.
Printed in Black Ink 1 side only, as
per Sample supplied. Die Cut fo
Mirror Hana.
Production of Permit Printing and
24.0rder Fulfillment $0.50 handlin(
25. Postage for Permit First Class Postage is billed to the
Mailina City for actual Postaae charaes.
Software is not sold to the Client,
but is used as a vehicle to produce
and manage the Permit Program.
There Is not charge to use the
software program provided It Is part
of the Citation Managemenl
26.Software Program No Charae program.
There Is no charge to add City stBfi
members as users to access the
system and set up with individual
27. Users No Charae security levels.
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City of San Bernardino
, PHOENIX GROUP FEE STRUCTURE
.. 4,400 Citation Volume: 14400
t-
%bv Volume bv Proposed Extended
Cateaorv Cateaorv Rate Fee
Citations. Automated 90.00% 12960 $0.64 $8,294.40
CJtations . Handwritten 10.00% 1440 $0.75 $1,080.00
L"'V Hold 100.00% 14400 $0.00 $0.00
J )tice Mailing w/postaae 50.00% 7200 $0.70 $5,040.00
: lcond Address Notices Sent 3.00% 432 $0.70 $302.40
,f'1rvice Bureau Operations 100.00% 14400 $0.00 $0.00
Payment Processing 85.00% 12240 $0.00 $0.00
Partial Payment notices 3.00% 432 $0.70 $302.40
:. dlephone/correspondence 100.00% 14400 $0.00 $0.00
TOTAL $15,019.20
AVERAGE COST PER CITATION $1.04
, lDITIONAL SERVICES
Review Letters 15% 2160 $1.25 $2,700.00
~arina Dispositions 2% 288 $1.25 $360.00
Internet Access (unlimited) - 0 $0.00
"redit Card Processing' . 0 $0.00
ut of State Processing .. - 0 32%
Collection Services ...
$15,019.20
~
$18,079.20
:OMBINED COST PER CITATION $1.26
::redit Card Processing Charged to the violator at a rate of $3.95 and no charae to the City
t of State Processina will be charaed at 32% of collections
ollection Services are optional I
Prepared by Mary Houghton 3/28/2007
2670 N. Main SI. Ste. 200
Santa Ana. CA 92705
90-1
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~R..t'V'Ica.'rICJ""'" SyS.....r~1V'l5
2670 N. Main Street, Suite 200
Santa Ana, CA 92705
Phone: (714) 460-7200
Fax: (714) 384-0151
Quotation for:
City of San Bernardino
300 N. 0 Street
San Bernardino, CA 92418
Contact Sharlene Wilson
Phone:
Email:
100
10,000
(909) 384-5244
williams sh(a)sbcitv.ora
QTY
DESCRIPTION
Hand Held Computer
Hand Held Computer HP IPAQ 2490B
Includes SD Cards, Chargers and Accessories
Printer
Proposal: City of San Bernardino
Date: March 22, 2007
Quotation: SB-20070320
Customer 10: SC
Prepared by: Dave Rotenberg
Valid until: April 21 ,2007
Oescriotion:
HP IPAQ 2490B with O'nei/2T
~,
ar;,
;,~~:~~,~~'
Unit Cost
482.5
782.5
1265.00
12,000
INCLUDED
INCLUDED
INCLUDED
Enforcement Sof/Wa(8'Total. ,.0",;,,;,,;\ :,' .;'.,,, ,,;, ",: ,.12,000..".. ,;
TOTAL
5
5
5
Ticket O'neil 2T
Includes Belt Loops, Chargers and Accessories
Per Unit Hardwaie Total
Software
Enforcement Software
Tire Marking (Included)
EZ Ticket (Included)
Warning Module (Included)
Supplies
Citation Rolls (approx 10,000 Iickets) All-Weather
Citation Envelopes (full order)
~ape~SupplyTotal .' ,"~".",;,;." ":''i..,,,. ',0: "
Services
Fit Analysis (included)
Installation Software (included)
Installation Hardware (included)
Training and Installation
Travel (included)
Freight (TBD)
Taxes are estimated
8.58
0.15
INCLUDED
INCLUDED
INCLUDED
INCLUDED
INCLUDED
INCLUDED
'SUBTOT AL
Tax 1
Tax 2
TOTAL
$ 2,412_50
$ 3,912.50
$;,':"':;:-:;$~;6;~lRi
($5,000)
7,000_00
a Acceotance
_IName:
SlQnature:
$
. ($~,ooO) - .>", _~~,!;...~
$
$
858.00
1,500.00
:i$N~~~~;I f:
$
$
$
$
$
15.683.00
1,137.02
'16,8~Q;O _
Maintenance Fee
SUPPORT: Hand Held Computers INCLUDED
SUPPORT: Printers INCLUDED $ -
SUPPORT: Enforcement Software INCLUDED
P.O. Date;
Date;
90-2
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f!Qposal to the City of San Bernardino - March 12.2007
SECTION 9 - COMPANY STATEMENT - Acceptance of Conditions
Phoenix Group is a Certified Small Business California Corporation ready and
able to meet all requirements identified within the bid Specifications within
the requested requirements.
9.01 Conflict of Interest Statement
Phoenix Group will comply with all federal, state and local conflict of interest laws,
statues, and or regulations. In the event of a conflict of interest, Phoenix Group will
notify the department director or the primary contact person authorized to bind this
agreement. Notification will be made to verify or confirm any situations that may be
deemed inappropriate or in conflict. Phoenix Group will follow the direction provided by
the CITY.
9.02 Affirmative Action Statement
It is the policy of the Company to provide equal opportunity employment to all
employees and applicants for employment. No person shall be discriminated against in
employment because of race, religion, color, sex, age, national origin, handicap,
ancestry, pregnancy, marital status, medical condition, or any other protected
classificatio,n.
9.03 Claims or Demands for Arbitration
Phoenix Group is does not have any claims for demands for arbitration or and lawsuits
filed by this company or company officers.
9.04 Certified Small Business
Phoenix Group is a Certified Small Business
9.05 Clarifications/Exceptions to the Proposal Specifications
1. In the event of a postal increase the cost per notice will be increased to the cost
per increase as it may apply to each mailing item.
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2. Citations referred to Collections will only be after 13 months and after conclusion
of 90 days of attempts to contact DMV for owner information.
3. Payments are processed within 48 hours of receipt.
4. Toll free phone lines are available 24fl, but operator assistance is available 8 -
5, Monday through Friday.
5. Phoenix Group recommends multiple types of hardware for the hand held ticket
writing units for durability and reliability, prices may change based on hardware
and quantity.
6. Phoenix Group validates Registered owner information, but will not prohibit
notices or notification to the current registered owner on file.
7. Handheld system is only compatible with Wincite.net (Phoenix Group)
9.06 Insurance
Insurance - PHOENIX GROUP will provide the CITY with the required insurance as
stated within the RFP. The evidence of insurance will additionally name the CITY. The
specifically required insurance coverage will be:
1. General Liability $2,000,000.00
2. Automobile Liability $1,000,000.00
3. Workmen's Compensation Basic Requirements
4. Commercial Crime Policy, $1,000,000.00
PHOENIX GROUP agrees that it is an independent contractor and that its officers and
employees do not become employees of the CITY, nor are they entitled to any benefits
as the CITY employees as a result of execution of this contract. Any additional
insurance, other than the insurance listed above may be negotiated and may be
charged to the City.
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RESOLUTION NO.
RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF SAN
BERNARDINO AUTHORIZING THE EXECUTION OF A CONTRACT WITH
AND ISSUANCE OF A PURCHASE ORDER TO PHOENIX GROUP
INFORMATION SYSTEMS FOR PARKING CITATION PROCESSING IN
THE CITY OF SAN BERNARDINO.
BE IT RESOLVED BY THE MAYOR AND COMMON COUNCIL OF
THE CITY OF SAN BERNARDINO AS FOLLOWS:
SECTION 1. Phoenix Group Information Systems is the preferred provider of
parking citation processing services. Pursuant to SB Municipal Code 93.04.010 (B) (3),
the Common Council hereby authorizes the Mayor to execute an Agreement for Parking
Citation Processing Services, attached and incorporated herein as Exhibit "A", and the
Finance Department is hereby authorized and directed to issue a Purchase Order to
Phoenix Group Information Systems for $40,000 each fiscal year for FY 2006/07
through FY 2009/2010, with three one-year renewal options, referencing this resolution
in the text of the Purchase Order, for parking citation processing services for the City of
San Bernardino.
SECTION 2. This contract and any amendment or modification thereto shall
not take effect or become operative until fully signed and executed by the parties and no
party shall be obligated hereunder until the time of such full execution. No oral
agreements, amendments, modifications or waivers are intended or authorized and shall
not be implied from any course of conduct of any party.
SECTION 3. This authorization to execute the above referenced Agreement
and Purchase Order is rescinded if not issued within 90 days of the passage of this
resolution.
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RESOLUTION OF THE MAYOR AND COMMON COUNCIL OF SAN
BERNARDINO AUTHORIZING THE EXECUTION OF A CONTRACT WITH
AND ISSUANCE OF A PURCHASE ORDER TO PHOENIX GROUP
INFORMATION SYSTEMS FOR PARKING CITATION PROCESSING IN
THE CITY OF SAN BERNARDINO.
I HEREBY CERTIFY that the foregoing resolution was duly adopted by the
Mayor and Common Council of the City of San Bernardino at a
meeting thereof, held on the day of ,2007, by the
following vote, to wit:
Council Members:
AYES
NAYS
ABSTAIN
ABSENT
ESTRADA
BAXTER
BRINKER
DERRY
KELLEY
JOHNSON
McCAMMACK
Rachel G. Clark, City Clerk
The foregoing resolution is hereby approved this
day of
2007.
Patrick J. Morris, Mayor
City of San Bernardino
Approved as to form:
Exhibit "A"
AGREEMENT FOR PARKING CITATION PROCESSING SERVICES
THIS AGREEMENT is made and entered into this day of
2007 ("Effective Date"), by and between the CITY OF SAN BERNARDINO, a charter
city ("City"), and Phoenix Group Information Systems, a California corporation.
WITNESSETH:
A. WHEREAS, City proposes to have Consultant perform the parking citation
processing services described herein below; and
B. WHEREAS, Consultant represents that it has that degree of specialized expertise
contemplated within California Government Code, Section 37103, and holds all
necessary licenses to practice and perform the services herein contemplated; and
C. WHEREAS, City and Consultant desire to contract for specific services in
connection with the project described below and desire to set forth their rights, duties and
liabilities in connection with the services to be performed; and
D. WHEREAS, no official or employee of City has a financial interest, within the
provisions of California Government Code, Sections 1090-1092, in the subject matter of
this Agreement.
NOW, THEREFORE, for and in consideration of the mutual covenants and
conditions contained herein, the parties hereby agree as follows:
1.0. SERVICES PROVIDED BY CONSULT ANT
1.1. Scooe of Services. Consultant shall furnish parking citation processing
services to City in accordance with Exhibit "1", attached and incorporated herein.
1.2. Professional Practices. All professional services to be provided by
Consultant pursuant to this Agreement shall be provided by personnel experienced in
their respective fields and in a manner consistent with the standards of care, diligence and
skill ordinarily exercised by professional consultants in similar fields and circumstances
in accordance with sound professional practices. Consultant also warrants that it is
familiar with all laws that may affect its performance of this Agreement and shall advise
City of any changes in any laws that may affect Consultant's performance of this
Agreement.
1.3. Warranty. Consultant warrants that it shall perform the services required
by this Agreement in compliance with all applicable Federal and California employment
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laws including, but not limited to, those laws related to minimum hours and wages;
occupational health and safety; fair employment and employment practices; workers'
compensation insurance and safety in employment; and all other Federal, State and local
laws and ordinances applicable to the services required under this Agreement.
Consultant shall indemnify and hold harmless City from and against all claims, demands,
payments, suits, actions, proceedings, and judgments of every nature and description
including attorneys' fees and costs, presented, brought, or recovered against City for, or
on account of any liability under any of the above-mentioned laws, which may be
incurred by reason of Consultant's performance under this Agreement.
104. Non-discrimination. In performing this Agreement, Consultant shall not
engage in, nor permit its agents to engage in, discrimination in employment of persons
because of their race, religion, color, national origin, ancestry, age, physical handicap,
medical condition, marital status, sexual gender or sexual orientation, or any other
category protected by law, except as permitted pursuant to Section 12940 of the
Government Code. Violation of this provision may result in the imposition of penalties
referred to in Labor Code, Section 1735.
1.5 Non-Exclusive Agreement. Consultant acknowledges that City may enter
into agreements with other consultants for services similar to the services that are subject
to this Agreement or may have its own employees perform services similar to those
services contemplated by this Agreement.
1.6. Delegation and Assierunent. This is a personal service contract, and the
duties set forth herein shall not be delegated or assigned to any person or entity without
the prior written consent of City.
1.7. Business License: The Consultant shall obtain and maintain a valid City
Business Registration Certificate during the term of this Agreement.
1.8. Dutv of Lovaltv/Conflict of Interest: The Consultant understands and
agrees that as the City's consultant, Consultant shall maintain a fiduciary duty and a duty
of loyalty to the City in performing Consultant's obligations under this Agreement.
Consultant, in performing its obligations under this Agreement, is governed by
California's conflict of interest laws, Government Code Section 87100 et seq., and Title
2, California Code of Regulations Section 18700 et seq.
2.0. COMPENSATION AND BILLING
2.1. Compensation. Over the term of this Agreement, Contractor shall be paid
for such services an amount not to exceed $40,000 each fiscal year from the 2006/2007
fiscal year through the 2009/2010 fiscal year, in accordance with Exhibit "1", attached
and incorporated herein.
2.2. Additional Services. Consultant shall not receive compensation for any
services provided outside the scope of services specified in Exhibit "I" unless the City or
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its Director of Facilities Management, prior to Consultant performing the additional
services, approves such additional services in writing. It is specifically understood that
oral requests and/or approvals of such additional services or additional compensation
shall be barred and are unenforceable.
2.3. Method of Billing. Consultant may submit invoices to City's Director of
Facilities Management for approval on a progress basis, but no more often than monthly.
Said invoice shall be based on the total of all Consultant's services which have been
completed to City's sole satisfaction. City shall pay Consultant's invoice within forty-
five (45) days from the date City receives said invoice. Each invoice shall describe in
detail, the services performed and the associated time for completion. Any additional
services approved and performed pursuant to this Agreement shall be designated as
"Additional Services" and shall identify the number of the authorized change order,
where applicable, on all invoices.
2.4. Records and Audits. Records of Consultant's services relating to this
Agreement shall be maintained in accordance with generally recognized accounting
principles and shall be made available to City or its Director of Facilities Management
for inspection and/or audit at mutually convenient times for a period of three (3) years
from the Effective Date.
3.0. TIME OF PERFORMANCE
3.1. Commencement and Completion of Work. The professional services to
be performed pursuant to this Agreement shall commence within five (5) days from the
Effective Date of this Agreement. Said services shall be performed in strict compliance
with the Project Schedule issued by the Director of Facilities Management. Failure to
commence work in a timely manner and/or diligently pursue work to completion may be
grounds for termination of this Agreement.
3.2. Excusable Delavs. Neither party shall be responsible for delays or lack of
performance resulting from acts beyond the reasonable control of the party or parties.
Such acts shall include, but not be limited to, acts of God, fire, strikes, material shortages,
compliance with laws or regulations, riots, acts of war, or any other conditions beyond
the reasonable control of a party.
4.0. TERM AND TERMINATION
4.1. Term. This Agreement shall commence on the Effective Date and
continue for a period of three (3) years, ending three years after the Effective Date, unless
previously terminated as provided herein or as otherwise agreed to in writing by the
parties. The parties may renew this Agreement for three additional one year terms upon
the written agreement of the parties.
4.2. Notice of Termination. The City reserves and has the right and privilege
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of canceling, suspending or abandoning the execution of all or any part of the work
contemplated by this Agreement, with or without cause, at any time, by providing ninety
(90) days written notice to Consultant. The termination of this Agreement shall be
deemed effective on the 90"h day after such notice of termination is deemed served or
delivered pursuant to Section 6.4 of this Agreement. In the event of such termination,
Consultant shall immediately stop rendering services under this Agreement unless
directed otherwise by the City.
4.3. Comoensation. In the event of termination, City shall pay Consultant for
reasonable costs incurred and professional services satisfactorily performed up to and
including the date of termination. Compensation for work in progress shall be prorated
as to the percentage of work completed as of the effective date of termination in
accordance with the fees set forth herein. In ascertaining the professional services
actually rendered hereunder up to the effective date of termination of this Agreement,
consideration shall be given to both completed work and work in progress, and to other
documents pertaining to the services contemplated herein whether delivered to the City
or in the possession of the Consultant.
4.4 Documents. In the event of termination of this Agreement, all documents
prepared or used by Consultant in its performance of this Agreement including, but not
limited to, citations, correspondence, notices, data systems, computer tapes or discs,
documents and files, shall be delivered to the City within ten (10) days of delivery of
termination notice to Consultant, at no cost to City. Any use of uncompleted documents
without specific written authorization from Consultant shall be at City's sole risk and
without liability or legal expense to Consultant.
5.0. INSURANCE
5.1. Minimum Scone and Limits of Insurance. Consultant shall obtain and
maintain during the life of this Agreement all ofthe following insurance coverages:
(a) Comprehensive general liability, including premises-operations,
products/completed operations, broad form property damage,
blanket contractual liability, independent contractors, personal
injury with a policy limit of not less than One Million Dollars
($1,000,000.00), combined single limits, per occurrence and
aggregate.
(b) Automobile liability for owned vehicles, hired, and non-owned
vehicles, with a policy limit of not less than One Million Dollars
($1,000,000.00), combined single limits, per occurrence and
aggregate.
(c) Workers' compensation insurance as required by the State of
California.
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5.2. Endorsements. The comprehensive general liability insurance policy shall
contain or be endorsed to contain the following provisions:
(a) Additional insureds: "The City of San Bernardino and its elected
and appointed boards, officers, agents, and employees are
additional insureds with respect to this subject project and contract
with City."
(b) Notice: "Said policy shall not terminate, nor shall it be cancelled,
nor the coverage reduced, until thirty (30) days after written notice
is given to City."
(c) Other insurance: "Any other insurance maintained by the City of
San Bernardino shall be excess and not contributing with the
insurance provided by this policy."
5.3. Certificates of Insurance. Consultant shall provide to City certificates of
insurance showing the insurance coverages and required endorsements described above,
in a form and content approved by City, prior to performing any services under this
Agreement.
5.4. Non-limiting. Nothing in this Section shall be construed as limiting in any
way, the indemnification provision contained in this Agreement, or the extent to which
Consultant may be held responsible for payments of damages to persons or property.
6.0. GENERAL PROVISIONS
6.1. Entire Agreement. This Agreement constitutes the entire Agreement
between the parties with respect to any matter referenced herein and supersedes any and
all other prior writings and oral negotiations. This Agreement may be modified only in
writing, and signed by the parties in interest at the time of such modification. The terms
of this Agreement shall prevail over any inconsistent provision in any other contract
document appurtenant hereto, including exhibits to this Agreement.
6.2. Reoresentatives. The Director of Facilities Management or his designee
shall be the representative of City for purposes of this Agreement and may issue all
consents, approvals, directives and agreements on behalf of the City, called for by this
Agreement, except as otherwise expressly provided in this Agreement.
Consultant shall designate a representative for purposes of this Agreement
who shall be authorized to issue all consents, approvals, directives and agreements on
behalf of Consultant called for by this Agreement, except as otherwise expressly
provided in this Agreement.
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6.3. Proiect Managers. City designates the Director of Facilities Management
or his designee to work directly with Consultant in the performance of this Agreement.
Consultant shall designate a Project Manager who shall represent it and be
its agent in all consultations with City during the term of this Agreement. Consultant or
its Project Manager shall attend and assist in all coordination meetings called by City.
6.4. Notices. Any notices, documents, correspondence or other
communications concerning this Agreement or the work hereunder may be provided by
personal delivery, facsimile or mail and shall be addressed as set forth below. Such
communication shall be deemed served or delivered: a) at the time of delivery if such
communication is sent by personal delivery; b) at the time of transmission if such
communication is sent by facsimile; and c) 48 hours after deposit in the U.S. Mail as
reflected by the official U.S. postmark if such communication is sent through regular
United States mail.
IF TO CONSULTANT:
Mary Houghton
Vice President
Phoenix Group Information Systems
2670 N. Main St., Suite 200
Santa Ana, CA 92705
IF TO CITY:
Jim Sharer
Director of Facilities Management
300 North "D" Street
San Bernardino, CA 92418
Fax: 909-384-5012
Tel: 909-384-5244
6.5. Attornevs' Fees. In the event that litigation is brought by any party in
connection with this Agreement, the prevailing party shall be entitled to recover from the
opposing party all costs and expenses, including reasonable attorneys' fees, incurred by
the prevailing party in the exercise of any of its rights or remedies hereunder or the
enforcement of any of the terms, conditions, or provisions hereof. The costs, salary and
expenses of the City Attorney and members of his office in enforcing this contract on
behalf of the City shall be considered as "attorneys' fees" for the purposes of this
paragraph.
6.6. Governing Law. This Agreement shall be governed by and construed
under the laws of the State of California without giving effect to that body of laws
pertaining to conflict of laws. In the event of any legal action to enforce or interpret this
Agreement, the parties hereto agree that the sole and exclusive venue shall be a court of
competent jurisdiction located in San Bernardino County, California.
6.7. Assignment. Consultant shall not voluntarily or by operation of law
assign, transfer, sublet or encumber all or any part of Consultant's interest in this
Agreement without City's prior written consent. Any attempted assignment, transfer,
subletting or encumbrance shall be void and shall constitute a breach of this Agreement
and cause for termination of this Agreement. Regardless of City's consent, no subletting
or assignment shall release Consultant of Consultant's obligation to perform all other
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obligations to be performed by Consultant hereunder for the term of this Agreement.
6.8 Indemnification and Hold Harmless. Consultant shall protect, defend,
indemnify and hold harmless City and its elected and appointed officials, officers, and
employees from any and all claims, liabilities, expenses, including attorney fees, damage
to property or injuries to or death of any person or persons or damages of any nature
including, but not by way of limitation, all civil claims or workers' compensation claims,
arising out of or in any way connected with the intentional or negligent acts, errors or
omissions of Consultant, its employees, agents or subcontractors in the performance of
this Agreement.
6.9. Indeoendent Contractor. Consultant is and shall be acting at all times as an
independent contractor and not as an employee of City. Consultant shall secure, at his
expense, and be responsible for any and all payment of Income Tax, Social Security,
State Disability Insurance Compensation, Unemployment Compensation, and other
payroll deductions for Consultant and its officers, agents, and employees, and all
business licenses, if any are required, in connection with the services to be performed
hereunder.
6.10 Ownershio of Documents. All findings, reports, documents, information
and data including, but not limited to, computer tapes or discs, files and tapes fumished
or prepared by Consultant or any of its subcontractors in the course of performance of
this Agreement, shall be and remain the sole property of City. Consultant agrees that any
such documents or information shall not be made available to any individual or
organization without the prior consent of City. Any use of such documents for other
projects not contemplated by this Agreement, and any use of incomplete documents,
shall be at the sole risk of City and without liability or legal exposure to Consultant. City
shall indemnify and hold harmless Consultant from all claims, damages, losses, and
expenses, including attorneys' fees, arising out of or resulting from City's use of such
documents for other projects not contemplated by this Agreement or use of incomplete
documents furnished by Consultant. Consultant shall deliver to City any findings,
reports, documents, information, data, in any form, including but not limited to, computer
tapes, discs, files, audio tapes or any other Project related items as requested by City or
its authorized representative, at no additional cost to the City.
6.11 Public Records Act Disclosure. Consultant has been advised and is aware
that all reports, documents, information and data including, but not limited to, computer
tapes, discs or files furnished or prepared by Consultant, or any of its subcontractors, and
provided to City may be subject to public disclosure as required by the California Public
Records Act (California Government Code Section 6250 et. seq.). Exceptions to public
disclosure may be those documents or information that qualify as trade secrets, as that
term is defined in the California Government Code Section 6254.7, and of which
Consultant informs City of such trade secret. The City will endeavor to maintain as
confidential all information obtained by it that is designated as a trade secret. The City
shall not, in any way, be liable or responsible for the disclosure of any trade secret
including, without limitation, those records so marked if disclosure is deemed to be
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required by law or by order ofthe Court.
6.12. Resoonsibilitv for Errors. Consultant shall be responsible for its work and
results under this Agreement. Consultant, when requested, shall furnish clarification
and/or explanation as may be required by the City's representative, regarding any
services rendered under this Agreement at no additional cost to City. In the event that an
error or omission attributable to Consultant occurs, then Consultant shall, at no cost to
City, provide all necessary documents, correspondence, computer data and other
Consultant professional services necessary to rectify and correct the matter to the sole
satisfaction of City and to participate in any meeting required with regard to the
correction.
6.13. Prohibited Emolovrnent. Consultant will not employ any regular
employee of City while this Agreement is in effect.
6.14. Order of Precedence. In the event of an inconsistency or conflict in this
Agreement and any of the attached Exhibits or Attachments, the terms set forth in this
Agreement shall prevail.
6.15. Costs. Each party shall bear its own costs and fees incurred in the
preparation and negotiation of this Agreement and in the performance of its obligations
hereunder except as expressly provided herein.
6.16. No Third Partv Beneficiary Rights. This Agreement is entered into for the
sole benefit of City and Consultant and no other parties are intended to be direct or
incidental beneficiaries of this Agreement and no third party shall have any right in,
under or to this Agreement.
6.17. Headings. Paragraphs and subparagraph headings contained in this
Agreement are included solely for convenience and are not intended to modifY, explain
or to be a full or accurate description of the content thereof and shall not in any way
affect the meaning or interpretation of this Agreement.
6.18. Construction. The parties have participated jointly in the negotiation and
drafting of this Agreement. In the event an ambiguity or question of intent or
interpretation arises with respect to this Agreement, this Agreement shall be construed as
if drafted jointly by the parties and in accordance with its fair meaning. There shall be no
presumption or burden of proof favoring or disfavoring any party by virtue of the
authorship of any of the provisions of this Agreement.
6.19 Amendments. Only a writing executed by the parties hereto or their
respective successors and assigns may amend this Agreement.
6.20. Waiver. The delay or failure of either party at any time to require
performance or compliance by the other of any of its obligations or agreements shall in
no way be deemed a waiver of those rights to require such performance or compliance.
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No waiver of any provision of this Agreement shall be effective unless in writing and
signed by a duly authorized representative of the party against whom enforcement of a
waiver is sought. The waiver of any right or remedy in respect to any occurrence or
event shall not be deemed a waiver of any right or remedy in respect to any other
occurrence or event, nor shall any waiver constitute a continuing waiver.
6.21. Severabilitv. If any provision of this Agreement is determined by a court
of competent jurisdiction to be unenforceable in any circumstance, such determination
shall not affect the validity or enforceability of the remaining terms and provisions hereof
or of the offending provision in any other circumstance. Notwithstanding the foregoing,
if the value of this Agreement, based upon the substantial benefit of the bargain for any
party is materially impaired, which determination as made by the presiding court or
arbitrator of competent jurisdiction shall be binding, then both parties agree to substitute
such provision( s) through good faith negotiations.
6.22. Counterparts. This Agreement may be
counterparts, each of which shall be deemed an original.
construed together and shall constitute one agreement.
executed in one or more
All counterparts shall be
6.23. Corporate Authoritv. The persons executing this Agreement on behalf of
the parties hereto warrant that they are duly authorized to execute this Agreement on
behalf of said parties and that by doing so, the parties hereto are formally bound to the
provisions of this Agreement.
III
III
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AGREEMENT FOR PARKING CITATION PROCESSING SERVICES
IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be
executed by and through their respective authorized officers, as of the date first above
wri tten.
CITY OF SAN BERNARDINO,
A Municipal Corporation,
CONSULTANT
Phoenix Group Information Systems
By
Patrick J. Morris, Mayor
Signature
Name and Title
Approved as to form:
James F. Penman,
City Attorney
By L J.~
o
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