September 2, 2016 ADDENDUM No. 5 SFMTA

Transcription

1 September 2, 2016 ADDENDUM No. 5 SFMTA Request for Proposals Citation Processing, Permit Processing and Support Services To all prospective bidders: The following modifications are made to the RFP indicated above. Additions will be in red and deletions will be in strikethrough and bolded. Change 1 Section IV.B.7 is added to the RFP document to read as follows: 7. Proof of Concept This requirement pertains to the selected highest-ranked Proposer. During contract negotiations, the SFMTA will conduct a Proof of Concept test for the recommended CPMS, HCIS and PMS, to confirm that the Proposer is able to meet all requirements committed to in the submitted proposal. Procedures for the Proof of Concept are as follows: 1. SFMTA designates a sample geographic area of the City where the proposed systems will be tested. 2. Each new system s functionality will be tested for the complete life cycle of the citation or permit, as described in the SOW. 3. Each system will be installed in the applicable SFMTA division for use by SFMTA staff. 4. All issued citations and permits will be live. 5. The vendor will be responsible for providing training for all divisions that will use the systems, and providing assistance to IT with system installation and troubleshooting. 6. Proof of Concept will be tested on existing handheld devices and the Proposer s compatible devices. SFMTA will reimburse the Proposer for any devices used in the testing. 7. The anticipated duration of the Proof of Concept testing is calendar days. Change 2 Section 3.3 of Appendix A1 (Citations SOW) Integration Requirements is revised to read as follows:

2 Page 2 of INTEGRATION TESTING Contractor s CPMS and related systems shall have the ability to extract and load data in real time to and from SFMTA backend the following systems, including but not limited to: Within 30 days of the Effective Date: a) License Plate Recognition (LPR) system b) Pay-by-phone vendor backend system c) Permit PMS vendor d) Collections vendor e) Towing vendor Within 60 days of the Effective Date: f) Sfpark SFMTA data warehouse g) San Francisco parking meter management system (SFPMMS) h) Parking meter vendor backend systems Change 3 Section 4.2 of Appendix A1 Processing System Requirements is modified to read as follows: 4.2 PROCESSING SYSTEM REQUIREMENTS Contractor shall provide data processing capacity for the HCIS with the following features, functionality, supplies and services at each Enforcement Division location at no expense to SFMTA beyond Citation Processing Fees: a) Two-way electronic transfer of Citation data, images and PCO tasks between the HCIS and the CPMS b) Upload and download capabilities while in the field via remote communications c) Materials shall include instructions for maintenance, the use of hardware and software components of the HCIS, and ongoing HCIS support d) Uninterrupted access to HCIS by authorized Users designated by SFMTA to verify transaction status and generate reports. maintain master files and manage equipment status e) Document procedures for data transmission and reconciliation Contractor must ensure the integrity of all data transmission, including but not limited to reconciliation of the number of Citations transmitted to the CPMS with the number received and processed from the Handheld unit, and an audit procedure to monitor accurate transmission of transaction records accepted by the CPMS back to the HCIS.

3 Page 3 of 12 Data transfer between the CPMS and HCIS must include VLNs or VINs of vehicles eligible for Booting or towing and stolen vehicles. The HCIS must merge and post such VLNs and vehicle status as eligible for Booting, towing or identified as stolen into appropriate, designated tables programmed into the software of the Handheld units. Within 30 days of the Effective Date: a) Citations vendor CPMS software system b) CPMS Lockbox provider c) CPMS Pay-by-Web and Pay-by-Phone d) CPMS cashiering system e) License Plate Recognition (LPR) System Within 60 days of the Effective Date: f) SFMTA data warehouse Change 4: Section 6.21 of Appendix A1 (Citations SOW) Pay-by-Web and Pay-by-Phone is revised to read as follows: 6.21 PAY-BY-WEB (PBW) AND PAY-BY-PHONE (PBP) SERVICES The following services are required to support the SFMTA s payment processing services for customers. Contractor shall provide services that accept payments for Citations and Permits via the internet using a debit or credit card or through telephone calls to the SFMTA customer service center. Services shall include the following: a) Full compliance with Level 1 Payment Card Industry Data Security Standards including mandated updates. The SFMTA will be the Merchant of Record b) Full integration with CPMS and PMS, with the ability for the SFMTA to audit all transactions made via the internet c) All payments shall be recorded and updated in the CPMS and PMS d) Detailed information regarding each transaction, including last four digits of the credit card number, registration, date and time of transaction, authorization status, and amount of payment shall be captured and retained e) The service shall provide operational and management reports and appropriate audit trails to monitor the performance of the system f) The PBW system will provide a web-based interface for online purchases of fare media, parking cards and other items identified by the SFMTA and subject to requirements stated for Citation payments. A daily batch file will be uploaded Contractor shall submit a summary of the previous day s transactions to the SFMTA of all Citation and Permit payments received, items purchased and

4 Page 4 of 12 customer receipts for fulfillment of orders. The CPMS shall be integrated with cashiering to allow for SFMTA staff to process transactions and accept payment. Contractor shall reconcile all transactions and transferred amounts, and resolve any discrepancies. Contractor shall have the capacity to identify through the CPMS the distribution of funds through formulas required by the SFMTA and state law.

5 Page 5 of 12 Change 5 Section 7.7 of Appendix A1 (Citations SOW) Citations Requiring Special Handling is revised to read as follows: 7.7 Citations Requiring Special Handling Certain Citations types will require special handling, as described in the table below. Special handling will cover tasks performed by the Contractor in addition to regular Citation processing and prior to a submittal to SFMTA s Collection Agency. Please note that the assignment dates listed are examples; the exact duration of time between various processing steps for each category will be established between SFMTA and Contractor as part as of the overall CPMS processing flow. Category Description Est. Volume Nixed Tickets Parking and Transit Nixies Out of State Any unpaid citation for which a notice has been returned by the post office as undeliverable (nixie), and a new address is received from an improvement company. Any out of state citation that remains unpaid 28 days after issuance. Special Handling Assignment Date for Special Handling Collection Agency 5,000 N/A N/A Yes 26, Update CPMS with new ticket information (On Day 1) 2. Request DMV information (By Day 10) 3. Send out a First Notice (On Day 28) 4. Second Notice (On day 59) 5. Transfer to Collection Agency (On Day ) Day 1 to Yes Assignment to Collection Agency Date From the receipt of the Citation Information to Close From the day unpaid citation and file is received from the CPMS vendor until the case is resolved. Day to until the case is resolved.

6 Page 6 of 12 Category Description Est. Volume DMV Hold Rejects Any unpaid citation for which the request for DMV hold was rejected, or for which DMV hold was released after transfer of ownership information has been obtained from the DMV. 44,000 Special Handling 1. Update CPMS with new ticket information (On Day 1) 2. Request DMV information (By Day 10) 3. Send out a First Notice (On Day 21) 4. Send out a Second Notice (On Day 49 50) 5. Request DMV Hold (On Day 78) 6. Transfer to Collection Agency after DMV hold period has expired Assignment Date for Special Handling Day 1 to 78 expiration of DMV Hold period Collection Agency Yes Assignment to Collection Agency Date Day 79 to Close From expiration of DMV hold period until the case is resolved. Make Mismatch No DMV Return DMV Aged Holds Aged Citations Any unpaid citation where the ticket make does not equal the registry make. Assigned prior to notice mailing. Any unpaid citation for which no registered owner information has been returned from the DMV, after first requests have been made. Any citation that is a where the DMV Hold has expired but remains and still unpaid. 11,000 14,000 71, Update CPMS with new ticket information (On Day 1) 2. Request DMV information (By Day 10) 3. Receive Make Mismatch message (By Day 21) 4. Send out a Second Notice (On Day 50) 5. Transfer to Collection Agency (On Day 79) 1. Update CPMS with new ticket information (On Day 1) 2. Request DMV information (By Day 10) 3. Receive No DMV Return message (By Day 21) 1. Update CPMS with new ticket information (On Day 1) 2. Request DMV information (By Day 10) 3. Send out a First Notice (On Day 21) 4. Send out a Second Notice (On Day 4970) 5. Request DMV Hold (On Day 78148) 6. Transfer to Collection Agency after DMV hold has expired. Day 1 to Day 1 to 21 Day 1 to 78 expiration of DMV Hold period Yes Yes Yes Day until close the case is resolved Day 22 to until close the case is resolved. Day 79 to Close From expiration of DMV hold period until the case is resolved.

7 Page 7 of 12 Category Description Est. Volume Rentals Transit Transit Nixie Any unpaid citations issued to leased or rented vehicles Any unpaid transit citation, 29 days after 2nd notice is sent. Any unpaid citation for which a notice has been returned by the post office as undeliverable (nixie), and a new address is received from an improvement company. 37,000 Special Handling 1. Update CPMS with new ticket information (On Day 1) 2. Request DMV information or determine vehicle status as Rental by other means,e.g. rental vehicles database (By Day 10) 3. Obtain rental driver details (By Day 30) 4. Send out a Rental Notice (By Day 30) Assignment Date for Special Handling Day 1 to 52 varies Collection Agency 34,000 N/A N/A Yes 500 N/A N/A Yes Yes Assignment to Collection Agency Date Day 53 to Close From the referral date until the case is resolved. From the receipt of the Citation information until close the case is resolved. From the receipt of the Citation information to Close

8 Page 8 of 12 Change 6 Section 9.9 of Appendix A (Citations SOW) Lockbox Payment Processing is revised to read as follows: 9.9 LOCKBOX PAYMENT PROCESSING Contractor shall provide a lockbox service from an accredited financial institution with offices within City and County of San Francisco, which shall be capable of processing at least two million transactions annually. The lockbox service to be used by Contractor shall be a banking service that is subject to approval by the SFMTA Treasurer. The Contractor shall process both Citation and Permit payments through the lockbox service. The SFMTA reserves the right to transfer lockbox service to the City s designated lockbox provider. Contractor shall provide a bonded courier to pick up mail twice each day in accordance with a schedule approved by SFMTA. All mail pickups will be logged by Contractor and are subject to verification by SFMTA personnel. Contractor shall ensure that all payment documents received via mail and processed are copied and archived for a minimum of five years, and shall store such documents in a manner that permits retrieval within one Business Day of request; immediately accessible by Accounting staff. Contractor shall maintain mail-in payment processing that shall consist of a broad range of control and balancing procedures, including but not limited to: a) Receipt and control of high volumes of mail (approximately 5,000 pieces per day for citations and 75 pieces per day for permits.) b) Batching and preparing documents for processing c) Forwarding appropriate problem or questionable mail-in payments to SFMTA on a daily basis (approximately 50 pieces per day) d) Processing payments associated with Citations and Permits and processing those items that cannot be routed through high-speed automated processors on an exception basis e) Balancing, reconciliation and preparation of deposits for Citations and Permits f) Online, real-time updates of payment information to both CPMS and PMS databases g) Daily deposits to an account designated by the SFMTA. Deposited funds are to be collateralized (i.e. funds must be secured or insured against theft for the protection of SFMTA) pursuant to California Government Code 53630, et seq. Contractor shall create an electronic image of all processed mail payments, showing the front and back of the check or money order, the front and back of the source document (Citation and Permit notices), and the mailing envelope. Images shall be instantly retrievable on request by Citation or Permit number, name or control number. Payment documents should be endorsed with the unique control number associated with each Citation or Permit, date paid and batch numbers. Processes shall be put in place to record overpayments and unidentified payments. Contractor shall establish a reliable audit trail for all both processing procedures, including

9 Page 9 of 12 endorsing and encoding the payment document with the unique control number of each Citation or Permit paid, date of processing and batch numbers, and daily reconciliation with the payments updated to the both CPMS and PMS systems. Contractor shall post all lockbox payments to the system within 24 hours of receipt or no later than the end of the next Business Day. This requirement is subject to onsite verification by SFMTA personnel. Contractor is required to maintain a 97% level of accuracy for all data entry of lockbox payments inputted by Contractor. Contractor shall provide mail pick-up from the Post Office and delivery to Contractor s secured place of business by a bonded courier or bonded employee twice each Business Day. Said Post Office box will be in the name and control of the SFMTA and County of San Francisco. The current SFMTA and County post office box for Citation and Permit payments is P.O. Box 7718, San Francisco, CA Contractor shall be responsible for scanning returned items, including envelopes and source documents and forwarding electronic copies to the SFMTA. Contractor shall, through the CPMS, capture and permanently retain full audit trail information for every processing payment transaction for each Citation or Permit. (The Permit vendor will be responsible for audit trail information for Permit issuance). All payment processing procedures shall be approved by the SFMTA and are subject to detailed audit by SFMTA. Services provided shall be continually monitored and reported, and SFMTA shall be able to conduct in-depth audits of all aspects of the operation. Contractor shall be responsible for ensuring the integrity of data and security of SFMTA revenue throughout the entire payment processing procedure. Contractor shall reimburse the SFMTA for any shortages or losses within two Business Days of receipt of notice from the SFMTA. Overages shall be researched and resolved for every instance to the SFMTA s satisfaction. All overages shall be the property of SFMTA. Funds must be electronically transferred by the lockbox service. Change 7 Section 9.11 of Appendix A1 (Citation Processing) Reconciliation of Lockbox Receipts is revised to read as follows: 9.11 Reconciliation of Lockbox Receipts Contractor shall be responsible for reconciling all checks and money orders collected at Lockbox and for any and all cash shortages at the end of each working day. Payments and funds shall be reconciled daily before preparation and transport to SFMTA s designated depository. Cash overages and shortages of any amount shall be investigated, reported to SFMTA, and resolved within one Business Day of the deposit date. Contractor shall reimburse SFMTA daily for any shortages. Contractor shall balance all money deposited to SFMTA designated depository to revenue distribution reports based on the Citations paid and fees collected as reflected on in CPMS and PMS. Any discrepancies between processing logs/worksheets and database tools shall be immediately researched and resolved. An automated record of any such problems shall be noted within the CPMS and PMS. Contractor shall provide

10 Page 10 of 12 reconciliation and balancing reports that can be reviewed and approved within CPMS and PMS by the SFMTA. Contractor shall provide a report on daily revenue distribution that is balanced to total receipts from all cashiering activities, including cashiering support at the SFMTA customer service center) and mail-in payments. This revenue distribution report will be used to record daily revenue in existing citywide FAMIS accounting system, or via interface file with implementation of Oracle PeopleSoft system. Contractor shall balance all categories of payment, including but not limited to returned check fees, Boot fees, preferential parking revenues, third-party collection fees, Citation payments and late fees. In addition, all payment types shall be balanced, i.e. cash, checks, money orders, ACH credits and credit cards. Contractor shall reconcile all Citation payments collected by DMV, Pay-by-Web, Pay-by- Phone, RPP Online and SFMTA customer service center, including balancing the amount collection with the transactions applied to the CPMS. A selected staff member of Contractor staff, approved by the SFMTA, will be required to perform and monitor all financial corrections and adjustment transactions applied to the CPMS. Full documentation shall be created and filed to provide complete financial control over all exception processing. Change 8 Section 3.3 of Appendix A2 (Permit SOW) Integration Requirements is revised to read as follows: INTEGRATION REQUIREMENTS Contractor s PMS and related systems shall have the ability to extract and load data associated with permit payment and issuance in real time to and from the CPMS, CPMS lockbox and CPMS Pay-by-Web and Pay-by-Phone and the SFMTA data warehouse SFMTA backend systems. This function shall be automated, and occur without the need for User or Contractor s manual intervention. Systems to be integrated include but are not limited to: Within 30 days of the Effective Date: g) CPMS Citations Vendor software system h) CPMS Lockbox provider i) CPMS Pay-by-Web and Pay-by-Phone j) CPMS cashiering system k) License Plate Recognition (LPR) System Within 60 days of the Effective Date: l) SFMTA data warehouse The SFMTA reserves the right to request future system integrations.

11 Page 11 of 12 Change 9 Section 5.8 of Appendix A2 (Permit SOW) Lockbox Payment Processing is revised to read as follows: 5.8 LOCKBOX PAYMENT PROCESSING Lockbox payment processing will be performed by the Citation processing vendor. All payments and other relevant information will be communicated to PMS in real time. The Permit vendor will be responsible for audit trail information for Permit issuance. Contractor shall reconcile all Permit payments collected by Pay-by-Web, Pay-by- Phone, RPP Online, Lockbox and SFMTA customer service center, including balancing the amount collection with the transactions applied to the PMS. A selected staff member of Contractor staff, approved by the SFMTA, will be required to perform and monitor all financial corrections and adjustment transactions applied to the PMS. Full documentation shall be created and filed to provide complete financial control over all exception processing. Contractor shall provide a lockbox service which shall be capable of processing at least 12,000 transactions annually. The P.O. Box used for lockbox payments must have a San Francisco address. Contractor shall deposit lockbox funds to the City s financial institution.the SFMTA reserves the right to transfer lockbox service to the City s designated lockbox provider. Should this occur, the Contractor shall integrate the CPMS with the lockbox provider at their own expense. Contractor shall provide a bonded courier to pick up mail twice each day in accordance with a schedule approved by SFMTA. All mail pickups will be logged by Contractor and are subject to verification by SFMTA personnel. Contractor shall ensure that all payment documents received via mail and processed are copied and archived for a minimum of five years, and shall store such documents in a manner that allows retrieval within one Business Day of request; immediately accessible by Accounting staff. Contractor shall maintain mail-in payment processing that shall consist of a broad range of control and balancing procedures, including but not limited to: h) Batching and preparing documents for processing i) Forwarding appropriate problem or questionable mail-in payments to SFMTA on a daily basis j) Processing Permit payments and processing those items that cannot be routed through high-speed automated processors on an exception basis k) Balancing, reconciliation and preparation of deposits l) Online, real-time updates of payment information to PMS database

12 Page 12 of 12 m) Daily deposits to an account designated by the SFMTA. Deposited funds are to be collateralized (i.e. funds must be secured or insured against theft for the protection of SFMTA) pursuant to California Government Code 53630, et seq. Contractor shall create an electronic image of all processed mail payments, showing the front and back of the check or money order, the front and back of the source document, and the mailing envelope. Images shall be instantly retrievable on request by Permit number, name or control number. Payment documents should be endorsed with the unique control number associated with each Permit, date paid and batch numbers. Processes shall be put in place to record overpayments and unidentified payments. Contractor shall establish a reliable audit trail for all processing procedures, including endorsing and encoding the payment document with the unique control number of each Permit paid, date of processing and batch numbers, and daily reconciliation with the payments updated to the system. Contractor shall post all lockbox payments to the system within 24 hours of receipt or no later than the end of the next Business Day. This requirement is subject to on-site verification by SFMTA personnel. Contractor is required to maintain a 97% level of accuracy for each calendar month for all data entry of lockbox payments inputted by Contractor. Contractor shall provide mail pick-up from the Post Office and delivery to Contractor s secured place of business by a bonded courier or bonded employee twice each Business Day. The Post Office box will be in the name and control of the SFMTA and County of San Francisco. Contractor shall be responsible for scanning returned items, including envelopes and source documents and forwarding electronic copies to the SFMTA. Contractor shall, through the PMS, capture and permanently retain full audit trail information for every processing transaction for each Permit. All payment processing procedures shall be approved by the SFMTA and are subject to detailed audit by SFMTA. Services provided shall be continually monitored and reported, and SFMTA shall be able to conduct in-depth audits of all aspects of the operation. Contractor shall be responsible for ensuring the integrity of data and security of SFMTA revenue throughout the entire payment processing procedure. Contractor shall reimburse the SFMTA for any shortages or losses within two Business Days of receipt of notice from the SFMTA. Overages shall be researched and resolved for every instance to the SFMTA s satisfaction. All overages shall be the property of SFMTA. Funds must be electronically transferred by the lockbox service. Change 10 Section 5.9 of Appendix A2 (Permit SOW) Reconciliation of Lockbox Receipts is hereby deleted from the appendix.