HomeMy WebLinkAboutStaff Report 2503-4330CITY OF PALO ALTO
CITY COUNCIL
Monday, December 15, 2025
Council Chambers & Hybrid
4:30 PM
Agenda Item
20.Approval of Professional Services Contract No. C26190778A with Turbo Data LLC, in an
Amount Not to Exceed $989,138 to Provide Development, Implementation, Support and
Maintenance of a Comprehensive Parking Permit and Citation Management System for
five years; CEQA status - not a project.
City Council
Staff Report
From: City Manager
Report Type: CONSENT CALENDAR
Lead Department: Transportation
Meeting Date: December 15, 2025
Report #:2503-4330
TITLE
Approval of Professional Services Contract No. C26190778A with Turbo Data LLC, in an Amount
Not to Exceed $989,138 to Provide Development, Implementation, Support and Maintenance
of a Comprehensive Parking Permit and Citation Management System for five years; CEQA
status - not a project.
RECOMMENDATION
Staff recommends that City Council approve and authorize the City Manager or their designee
to execute a five-year contract, C25190778A (Attachment A) with Turbo Data LLC in the amount
not to exceed $989,139 to provide development, implementation, support, and maintenance of
a comprehensive Parking Permit and Citation Management System (CPMS) and related services
in support of the City’s parking programs.
EXECUTIVE SUMMARY
In October 2023, City staff engaged the services of Dixon Resources Unlimited (Dixon) to assist
in developing a comprehensive Request for Proposals (RFP) for a new Parking Citation and
Permit Management System (CPMS). The scope of the RFP included system development,
implementation, support, and ongoing maintenance. The timing of the RFP was intended to
coincide with the conclusion of the five-year term of Professional Services Contract No.
C19171363 with Professional Account Management, LLC (dba Duncan Solutions), which
currently provides CPMS services through no later than June 30, 2026.
The City’s current CPMS lacks several desirable features, including enhanced online processing
capabilities for permits and robust reporting functionality for revenue reconciliation. To address
these limitations and ensure access to modern, industry-leading technology and solutions, the
City pursued a competitive procurement process for CPMS services.
An RFP was released on September 6, 2024, and remained open for 28 days.1 The City received
four proposals from: Turbo Data Systems, IPS Group, Duncan Solutions, and Enforce App.
Submissions from Turbo Data Systems, IPS Group, and Duncan Solutions were deemed to be
responsive. The proposal from Enforce App was disqualified as multiple required documents
were not submitted by the due date. An evaluation committee comprising representatives from
the Office of Transportation, Police Department, Administrative Services Department, and the
City Clerk’s Office reviewed the responsive proposals and vendor demonstrations were
conducted with each proposer on November 13 and December 12, 2024.
BACKGROUND
Parking Permit Programs
4,700 RPP Annual Resident Parking Permits
2,000 RPP Annual Employee Parking Permits
5,600 Annual Garage and Lot Permits
1 https://procurement.opengov.com/portal/palo-alto-ca/projects/114823
Parking Enforcement & Citation Management
The City of Palo Alto operates two distinct parking enforcement processes, one involving
citations issued by contracted enforcement officers in five Residential Preferential Parking
Program (RPPP) zones, which is managed by the Office of Transportation, and one with
citations issued by Community Service Officers (CSOs) from the Police Department in all other
parking areas (including the University Avenue and California Avenue parking districts, with
garages and lots, and the two remaining RPPP areas). The purpose of these efforts is to
encourage orderly parking conditions and generate parking turnover and/or on-street parking
availability for premier users (such as residents in residential neighborhoods and shoppers in
retail areas). Nevertheless, over the past five years, the City has issued an average of
approximately 16,400 parking citations annually, generating an average of $875,000 in annual
revenue.
The City of Palo Alto’s Office of Transportation staff engaged the services of a consultant, Dixon
Resources Unlimited, in 2024 to facilitate the development of a comprehensive Request for
Proposals (RFP) for a Parking Permit and Citation Management System, building off similar work
done in previous years. This process began with City staff from Administrative Services, Police,
and the Office of Transportation conferring on the requirements of the subsequent RFP.
The development, implementation, support, and maintenance of a Parking Permit and Citation
Management System is intended to enhance the customer experience for online permit and
citation activity, streamline processes for parking programs and provide City staff with
enhanced technology.
The current CPMS implemented and supported by Duncan Solutions, was introduced to replace
pre-pandemic legacy systems and manual processes. While the existing system represents a
significant improvement over past operations, further enhancements are needed to better
support the administrability of parking programs, community interface, and City staff. The next
generation CPMS will focus on improving customer service, optimizing functionality for financial
and operational reporting, and increasing system efficiency.
Solicitation Process
The City received four bids, of which three bids were deemed responsive. Written proposals
were supplemented with a vendor demonstration where proposers outlined their team and
subcontractor experience, particularly in California. They also demonstrated their Permit and
Citation Management Systems, including software and hardware capabilities, adjudication
capabilities, as well as their Customer Portals and customer service support processes.
Based on this process, City staff recommend an award of contract to Turbo Data Systems, Inc.,
for a term of five- years.
Table 1: Summary of Request for Proposal
Proposal Description Parking Citation and Permit Management System -
RFP190778A
Proposed Length of Project 5 Years
Number of Vendors Notified 3244
Number of Proposal Packages Downloaded 31
Total Days to Respond to Proposal 28
Pre-Proposal Meeting N/A
Pre-Proposal Meeting Date N/A
Number of Proposals Received 4
Proposal Price Range $337,048 - $394,000
Public Link to Solicitation https://procurement.opengov.com/portal/palo-
alto-ca/projects/114823
Turbo Data will build a custom parking permit and citation processing platform and provide
support and maintenance of the system for a period of five years. The proposed platform will
continue to transition City programs from manual processes to a cloud-based program. The
proposed management system is expected to provide for enhanced user security, complete and
immediate information for the City, and collect data for auditing and reporting purposes.
The proposed transition to Turbo Data Systems will introduce updated handheld technology for
enforcement and improved integration with parking management systems. These upgrades are
expected to streamline the citation issuance process, enhance administrative review workflows,
and provide a more user-friendly experience for both staff and the public.
Key System Requirements
Key requirements for CPMS services requested in the RFP include:
Provision, maintenance, and support of hardware and software for citation and permit
issuance and management;
A centralized online portal for citation payments, permit applications, and related
processes;
Support for both physical and virtual permits;
Automated renewal notifications sent via mail and email;
Full-service processing capabilities, including:
o Online and mail-in payments,
o Permit fulfillment, and
o Adjudication request processing;
Permit management capabilities for all City permit programs;
Access to in-state and out-of-state registered vehicle owner information;
Delinquent citation collections, including:
o Noticing,
o DMV hold processing, and
o Franchise Tax Board (FTB) referrals;
Secondary collections;
Customer service support through a staffed call center;
Interactive Voice Response (IVR) system;
Technical assistance for website users via phone and email;
Enhanced reporting and noticing capabilities;
Real-time ad-hoc reporting tools; and
Ongoing staff training and technical support.
Staff remain committed to maintaining in-person customer service at the Palo Alto Civic Center
for all parking permit programs. Additionally, City staff are evaluating opportunities to
introduce new permit types and to transition select existing permit types from physical to
virtual formats. These changes are intended to enhance program flexibility and improve
convenience for permit applicants. Staff will also reassess in house resources and services are
appropriately balanced with these additional customer service functions.
System Pricing
The RFP included a standardized Cost Proposal Workbook that all vendors were required to
complete and submit as part of their proposals. The workbook was structured to facilitate a
consistent, side-by-side comparison of pricing for core system features and services. It captured
key cost elements such as per-citation and per-permit processing fees, monthly service and
support costs, and upfront equipment expenditures.
Processing fees are invoiced monthly based on the actual number of citations or permits
processed. As volumes fluctuate month-to-month, the workbook included average annual
processing figures derived from FY 2024 totals to ensure a fair and uniform cost comparison
across proposals.
Pricing submitted by the three responsive firms is summarized below, reflecting both first-year
costs, which include one-time setup, configuration, and equipment expenses, and total
estimated costs over a five-year period. All amounts have been rounded to the nearest whole
dollar.
Table 2: Annual Contract Cost Bid by Vendor
Turbo Data Systems IPS Group Duncan Solutions
Year 1 5-Year Year 1 5-Year Year 1 5-Year
Citation Management
System
$105,950 $529,750 $147,150 $735,750 $126,919 $638,024
Enforcement Equipment
(hardware and software)
$40,790 $104,950 $48,890 $95,050 $76,410 $256,410
Permit Management
System
$48,600 $243,000 $71,350 $356,750 $18,081 $90,405
Customer Service Center $988 $4,938 $29,775 $148,875 $27,375 $136,875
Processing Services
(citations / permits)
$21,300 $106,500 $58,500 $292,500 $69,015 $213,390
Total $217,628 $989,138 $355,665 $1,628,925 $317,800 $1,335,104
Turbo Data Systems submitted the lowest overall cost proposal among the three responsive
bidders. However, it is important to note that the cost estimates summarized in the table above
do not include customer-facing convenience fees associated with online citation and permit
payments. These transaction-based fees, which are paid directly by users at the time of
payment, are detailed in the table below:
Table 3: Customer Facing Convenience Fees by Vendor
Turbo Data Systems IPS Group Duncan Solutions
Per Citation Convenience Fee $3.95 $1.00 $1.50
Per Permit Convenience Fee $2.00 $1.00 $1.50
While Turbo Data Systems proposed the lowest overall system costs, its customer-facing
convenience fees for online citation and permit payments are higher than those proposed by
IPS Group and Duncan Solutions. City staff are committed to maintaining existing mail-in and in-
person payment options for both permit programs and parking citations. This ensures that
users continue to have flexible payment options and can choose the method that best meets
their needs, whether paying online, by mail, or in person. It is also important to note that
parking demand and revenues for both citations and permits, though, have been substantially
lower over the past five years than pre-pandemic times.
Timeline
Pending City Council approval, Turbo Data Systems is expected to begin work immediately,
beginning with Citations management by January 2026 and then with all new permit sales and
existing permits management by June 30, 2026. Staff from the Office of Transportation, City
Manager’s Office, Police Department, and Administrative Services Department will collaborate
closely with Turbo Data Systems and the current vendor, Duncan Solutions, to transition permit
and citation processing services no later than an estimated 90- to 180-day period following
contract execution.
FISCAL/RESOURCE IMPACT
Parking Program Funds
3.
3 October 15, 2024 Staff Report #:2409-3537:
https://cityofpaloalto.primegov.com/Portal/Meeting?meetingTemplateId=14462
Management and System Implementation capital project (PL-16002). Funding for this project
was originally transferred from the three parking funds to the Capital Improvement Fund, so
the respective savings will be transferred back to parking funds to cover the first year of
contract costs. This is estimated to happen as part of the FY 2026 Mid-Year Budget Review,
once the final work by Duncan has been completed. The table below estimates the share of the
contract expenses spread across the various program funds involved.
Table 4: Turbo Data Contract Funding Share
Period
Annual
Contract
Expense
Year 1 $218,000
Years 2-5 $193,000
STAKEHOLDER ENGAGEMENT
ENVIRONMENTAL REVIEW
ATTACHMENTS
APPROVED BY:
Professional Services
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Page 1 of 54
CITY OF PALO ALTO CONTRACT NO. C25190778A
AGREEMENT FOR PROFESSIONAL SERVICES
BETWEEN THE CITY OF PALO ALTO AND TURBO DATA SYSTEMS, INC.
This Agreement for Professional Services (this “Agreement”) is entered into as of the 15th day of
December, 2025 (the “Effective Date”), by and between the CITY OF PALO ALTO, a California
chartered municipal corporation (“CITY”), and TURBO DATA SYSTEMS, INC., a California
corporation, located at 1551 N. Tustin Avenue, Suite 950, Santa Ana, CA 92780
(“CONSULTANT”).
The following recitals are a substantive portion of this Agreement and are fully incorporated herein
by this reference:
RECITALS
A. CITY intends to implement a new Parking Citation and Permit Management system (the
“Project”) and desires to engage a consultant to provide the hardware, software and all related
services described in the scope of work in connection with the Project (the “Services”, as detailed
more fully in Exhibit A).
B. CONSULTANT represents that it, its employees and subconsultants, if any, possess the
necessary professional expertise, qualifications, and capability, and all required licenses and/or
certifications to provide the Services.
C. CITY, in reliance on these representations, desires to engage CONSULTANT to provide
the Services as more fully described in Exhibit A, entitled “SCOPE OF SERVICES”.
NOW, THEREFORE, in consideration of the recitals, covenants, terms, and conditions, in this
Agreement, the parties agree as follows:
SECTION 1. SCOPE OF SERVICES.CONSULTANT shall perform the Services described
in Exhibit A in accordance with the terms and conditions contained in this Agreement. The
performance of all Services shall be to the reasonable satisfaction of CITY.
Optional On-Call Provision (This provision only applies if checked and only applies to
on-call agreements.)
CITY may elect to, but is not required to, authorize on-call Services up to the maximum
compensation amount set forth in Section 4 (Not to Exceed Compensation).
CONSULTANT shall provide on-call Services only by advanced, written authorization
from CITY as detailed in this Section. On-call Services, if any, shall be authorized by
CITY, as needed, with a Task Order assigned and approved by CITY’s Project Manager,
as identified in Section 13 (Project Management). Each Task Order shall be in substantially
the same form as Exhibit A-1 entitled “PROFESSIONAL SERVICES TASK ORDER”.
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Each Task Order shall contain a specific scope of services, schedule of performance and
maximum compensation amount, in accordance with the provisions of this Agreement.
Compensation for on-call Services shall be specified by CITY in the Task Order, based on
whichever is lowest: the compensation structure set forth in Exhibit C, the hourly rates set
forth in Exhibit C-1, or a negotiated lump sum.
To accept a Task Order, CONSULTANT shall sign the Task Order and return it to CITY’s
Project Manager within the time specified by the Project Manager, and upon authorization
by CITY (defined as counter-signature by the CITY Project Manager), the fully executed
Task Order shall become part of this Agreement. The cumulative total compensation due
to CONSULTANT for all Task Orders issued under this Agreement shall not exceed the
amount of compensation set forth in Section 4. CONSULTANT shall only be compensated
for on-call Services performed under an authorized Task Order and only up to the
maximum compensation amount set forth in Section 4. Performance of and payment for
any on-call Services are subject to all requirements and restrictions in this Agreement.
SECTION 2. TERM.
The term of this Agreement shall be from December 15, 2025 through December 14, 2030
unless terminated earlier pursuant to Section 19 (Termination) of this Agreement.
SECTION 3. SCHEDULE OF PERFORMANCE. Time is of the essence in the performance
of Services under this Agreement. CONSULTANT shall complete the Services within the term of
this Agreement and in accordance with the schedule set forth in Exhibit B, entitled “SCHEDULE
OF PERFORMANCE”. Any Services for which times for performance are not specified in this
Agreement shall be commenced and completed by CONSULTANT in a reasonably prompt and
timely manner based upon the circumstances and direction communicated to the CONSULTANT.
CITY’s agreement to extend the term or the schedule for performance shall not preclude recovery
of damages for delay if the extension is required due to the fault of CONSULTANT.
SECTION 4. NOT TO EXCEED COMPENSATION. The compensation to be paid to
CONSULTANT for performance of the Services shall be based on the compensation structure
detailed in Exhibit C, entitled “COMPENSATION,” including any reimbursable expenses
specified therein, and the maximum total compensation shall not exceed Nine Hundred Ninety
Thousand Dollars ($990,000). The hourly schedule of rates, if applicable, is set out in Exhibit
C-1, entitled “SCHEDULE OF RATES.” Any work performed or expenses incurred for which
payment would result in a total exceeding the maximum compensation set forth in this Section 4
shall be at no cost to the CITY.
Optional Additional Services Provision (This provision applies only if checked and a
not-to-exceed compensation amount for Additional Services is allocated below under this
Section 4.)
In addition to the not-to-exceed compensation specified above, CITY has set aside the not-
to-exceed compensation amount of Forty-Nine Thousand Five Hundred Dollars
($49,500) for the performance of Additional Services (as defined below). The total
compensation for performance of the Services, Additional Services and any reimbursable
expenses specified in Exhibit C, shall not exceed One Million Thirty-Nine Thousand
Five Hundred Dollars ($1,039,500), as detailed in Exhibit C.
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“Additional Services” means any work that is determined by CITY to be necessary for the
proper completion of the Project, but which is not included within the Scope of Services
described at Exhibit A. CITY may elect to, but is not required to, authorize Additional
Services up to the maximum amount of compensation set forth for Additional Services in
this Section 4. CONSULTANT shall provide Additional Services only by advanced,
written authorization from CITY as detailed in this Section. Additional Services, if any,
shall be authorized by CITY with a Task Order assigned and authorized by CITY’s Project
Manager, as identified in Section 13 (Project Management). Each Task Order shall be in
substantially the same form as Exhibit A-1, entitled “PROFESSIONAL SERVICES TASK
ORDER”. Each Task Order shall contain a specific scope of services, schedule of
performance and maximum compensation amount, in accordance with the provisions of
this Agreement. Compensation for Additional Services shall be specified by CITY in the
Task Order, based on whichever is lowest: the compensation structure set forth in Exhibit
C, the hourly rates set forth in Exhibit C-1, or a negotiated lump sum.
To accept a Task Order, CONSULTANT shall sign the Task Order and return it to CITY’s
Project Manager within the time specified by the Project Manager, and upon authorization
by CITY (defined as counter-signature by the CITY Project Manager), the fully executed
Task Order shall become part of this Agreement. The cumulative total compensation to
CONSULTANT for all Task Orders authorized under this Agreement shall not exceed the
amount of compensation set forth for Additional Services in this Section 4.
CONSULTANT shall only be compensated for Additional Services performed under an
authorized Task Order and only up to the maximum amount of compensation set forth for
Additional Services in this Section 4. Performance of and payment for any Additional
Services are subject to all requirements and restrictions in this Agreement.
SECTION 5. INVOICES. In order to request payment, CONSULTANT shall submit monthly
invoices to the CITY describing the Services performed and the applicable charges (including, if
applicable, an identification of personnel who performed the Services, hours worked, hourly rates,
and reimbursable expenses), based upon Exhibit C or, as applicable, CONSULTANT’s schedule
of rates set forth in Exhibit C-1. If applicable, the invoice shall also describe the percentage of
completion of each task. The information in CONSULTANT’s invoices shall be subject to
verification by CITY. CONSULTANT shall send all invoices to CITY’s Project Manager at the
address specified in Section 13 (Project Management) below. CITY will generally process and
pay invoices within thirty (30) days of receipt of an acceptable invoice.
SECTION 6. QUALIFICATIONS/STANDARD OF CARE.All Services shall be performed
by CONSULTANT or under CONSULTANT’s supervision. CONSULTANT represents that it,
its employees and subcontractors, if any, possess the professional and technical personnel
necessary to perform the Services required by this Agreement and that the personnel have
sufficient skill and experience to perform the Services assigned to them. CONSULTANT
represents that it, its employees and subcontractors, if any, have and shall maintain during the term
of this Agreement all licenses, permits, qualifications, insurance and approvals of whatever nature
that are legally required to perform the Services. All Services to be furnished by CONSULTANT
under this Agreement shall meet the professional standard and quality that prevail among
professionals in the same discipline and of similar knowledge and skill engaged in related work
throughout California under the same or similar circumstances.
Professional Services
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SECTION 7. COMPLIANCE WITH LAWS. CONSULTANT shall keep itself informed of
and in compliance with all federal, state and local laws, ordinances, regulations, and orders that
may affect in any manner the Project or the performance of the Services or those engaged to
perform Services under this Agreement, as amended from time to time. CONSULTANT shall
procure all permits and licenses, pay all charges and fees, and give all notices required by law in
the performance of the Services.
SECTION 8. ERRORS/OMISSIONS. CONSULTANT is solely responsible for costs,
including, but not limited to, increases in the cost of Services, arising from or caused by
CONSULTANT’s errors and omissions, including, but not limited to, the costs of corrections such
errors and omissions, any change order markup costs, or costs arising from delay caused by the
errors and omissions or unreasonable delay in correcting the errors and omissions.
SECTION 9. COST ESTIMATES.If this Agreement pertains to the design of a public works
project, CONSULTANT shall submit estimates of probable construction costs at each phase of
design submittal. If the total estimated construction cost at any submittal exceeds the CITY’s
stated construction budget by ten percent (10%) or more, CONSULTANT shall make
recommendations to CITY for aligning the Project design with the budget, incorporate CITY
approved recommendations, and revise the design to meet the Project budget, at no additional cost
to CITY.
SECTION 10. INDEPENDENT CONTRACTOR. CONSULTANT acknowledges and agrees
that CONSULTANT and any agent or employee of CONSULTANT will act as and shall be
deemed at all times to be an independent contractor and shall be wholly responsible for the manner
in which CONSULTANT performs the Services requested by CITY under this Agreement.
CONSULTANT and any agent or employee of CONSULTANT will not have employee status
with CITY, nor be entitled to participate in any plans, arrangements, or distributions by CITY
pertaining to or in connection with any retirement, health or other benefits that CITY may offer its
employees. CONSULTANT will be responsible for all obligations and payments, whether
imposed by federal, state or local law, including, but not limited to, FICA, income tax
withholdings, workers’ compensation, unemployment compensation, insurance, and other similar
responsibilities related to CONSULTANT’s performance of the Services, or any agent or
employee of CONSULTANT providing same. Nothing in this Agreement shall be construed as
creating an employment or agency relationship between CITY and CONSULTANT or any agent
or employee of CONSULTANT. Any terms in this Agreement referring to direction from CITY
shall be construed as providing for direction as to policy and the result of CONSULTANT’s
provision of the Services only, and not as to the means by which such a result is obtained.
SECTION 11. ASSIGNMENT. The parties agree that the expertise and experience of
CONSULTANT are material considerations for this Agreement. CONSULTANT shall not assign
or transfer any interest in this Agreement nor the performance of any of CONSULTANT’s
obligations hereunder without the prior written approval of the City Manager. Any purported
assignment made without the prior written approval of the City Manager will be void and without
effect. Subject to the foregoing, the covenants, terms, conditions and provisions of this Agreement
will apply to, and will bind, the heirs, successors, executors, administrators and assignees of the
parties.
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SECTION 12. SUBCONTRACTING.
Option A: No Subcontractor:CONSULTANT shall not subcontract any portion of the
Services to be performed under this Agreement without the prior written authorization of the City
Manager or designee. In the event CONSULTANT does subcontract any portion of the work to
be performed under this Agreement, CONSULTANT shall be fully responsible for all acts and
omissions of subcontractors.
Option B: Subcontracts Authorized: Notwithstanding Section 11 (Assignment) above, CITY
agrees that subcontractors may be used to complete the Services. The subcontractors authorized
by CITY to perform work on this Project are:
CONSULTANT shall be responsible for directing the work of any subcontractors and for any
compensation due to subcontractors. CITY assumes no responsibility whatsoever concerning
compensation of subcontractors. CONSULTANT shall be fully responsible to CITY for all acts
and omissions of subcontractors. CONSULTANT shall change or add subcontractors only with
the prior written approval of the City Manager or designee.
SECTION 13. PROJECT MANAGEMENT. CONSULTANT will assign Elie Sleiman,
Telephone: (714) 368-4888, E-Mail: elie@turbodata.com, as the CONSULTANT’s Project
Manager to have supervisory responsibility for the performance, progress, and execution of the
Services and represent CONSULTANT during the day-to-day performance of the Services. If
circumstances cause the substitution of the CONSULTANT’s Project Manager or any other of
CONSULTANT’s key personnel for any reason, the appointment of a substitute Project Manager
and the assignment of any key new or replacement personnel will be subject to the prior written
approval of the CITY’s Project Manager. CONSULTANT, at CITY’s request, shall promptly
remove CONSULTANT personnel who CITY finds do not perform the Services in an acceptable
manner, are uncooperative, or present a threat to the adequate or timely completion of the Services
or a threat to the safety of persons or property.
CITY’s Project Manager is Nathan Baird, Office of Transportation, 250 Hamilton Street, Palo
Alto, CA, 94301, Telephone: (650) 329-2340. CITY’s Project Manager will be CONSULTANT’s
point of contact with respect to performance, progress and execution of the Services. CITY may
designate an alternate Project Manager from time to time.
SECTION 14. OWNERSHIP OF MATERIALS. All work product, including without
limitation, all writings, drawings, studies, sketches, photographs, plans, reports, specifications,
computations, models, recordings, data, documents, and other materials and copyright interests
developed under this Agreement, in any form or media, shall be and remain the exclusive property
of CITY without restriction or limitation upon their use. CONSULTANT agrees that all copyrights
which arise from creation of the work product pursuant to this Agreement are vested in CITY, and
CONSULTANT hereby waives and relinquishes all claims to copyright or other intellectual
property rights in favor of CITY. Neither CONSULTANT nor its subcontractors, if any, shall
make any of such work product available to any individual or organization without the prior written
approval of the City Manager or designee. CONSULTANT makes no representation of the
suitability of the work product for use in or application to circumstances not contemplated by the
Scope of Services.
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SECTION 15. AUDITS. CONSULTANT agrees to permit CITY and its authorized
representatives to audit, at any reasonable time during the term of this Agreement and for four (4)
years from the date of final payment, CONSULTANT’s records pertaining to matters covered by
this Agreement, including without limitation records demonstrating compliance with the
requirements of Section 10 (Independent Contractor). CONSULTANT further agrees to maintain
and retain accurate books and records in accordance with generally accepted accounting principles
for at least four (4) years after the expiration or earlier termination of this Agreement or the
completion of any audit hereunder, whichever is later.
SECTION 16. INDEMNITY.
[Option A applies to the following design professionals pursuant to Civil Code Section
2782.8: architects; landscape architects; registered professional engineers and licensed
professional land surveyors.] 16.1. To the fullest extent permitted by law, CONSULTANT shall
indemnify, defend and hold harmless CITY, its Council members, officers, employees and agents
(each an “Indemnified Party”) from and against any and all third party demands, claims, or liability
of any nature, including death or injury to any person, property damage or any other loss, including
all costs and expenses of whatever nature including attorney’s fees, experts fees, court costs and
disbursements (“Claims”) to the extent that such Claims arise out of, pertain to, or relate to the
negligence, recklessness, or willful misconduct of CONSULTANT, its officers, employees, agents
or contractors under this Agreement, regardless of whether or not it is caused in part by an
Indemnified Party. CITY will reimburse CONSULTANT for the proportionate percentage of
defense costs exceeding CONSULTANT’s proportionate percentage of fault as determined by the
final judgment of a court of competent jurisdiction.
[Option B applies to any consultant who does not qualify as a design professional as
defined in Civil Code Section 2782.8.] 16.1. To the fullest extent permitted by law,
CONSULTANT shall indemnify, defend and hold harmless CITY, its Council members, officers,
employees and agents (each an “Indemnified Party”) from and against any and all demands, claims,
or liability of any nature, including death or injury to any person, property damage or any other
loss, including all costs and expenses of whatever nature including attorney’s fees, experts fees,
court costs and disbursements (“Claims”) resulting from, arising out of or in any manner related
to performance or nonperformance by CONSULTANT, its officers, employees, agents or
contractors under this Agreement, regardless of whether or not it is caused in part by an
Indemnified Party.
16.2. Notwithstanding the above, nothing in this Section 16 shall be construed to
require CONSULTANT to indemnify an Indemnified Party from a Claim arising from the active
negligence or willful misconduct of an Indemnified Party that is not contributed to by any act of,
or by any omission to perform a duty imposed by law or agreement by, CONSULTANT, its
officers, employees, agents or contractors under this Agreement.
16.3. The acceptance of CONSULTANT’s Services and duties by CITY shall not
operate as a waiver of the right of indemnification. The provisions of this Section 16 shall survive
the expiration or early termination of this Agreement.
SECTION 17. WAIVERS. No waiver of a condition or nonperformance of an obligation under
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this Agreement is effective unless it is in writing in accordance with Section 29.4 of this
Agreement. No delay or failure to require performance of any provision of this Agreement shall
constitute a waiver of that provision as to that or any other instance. Any waiver granted shall
apply solely to the specific instance expressly stated. No single or partial exercise of any right or
remedy will preclude any other or further exercise of any right or remedy.
SECTION 18. INSURANCE.
18.1. CONSULTANT, at its sole cost and expense, shall obtain and maintain, in
full force and effect during the term of this Agreement, the insurance coverage described in Exhibit
D, entitled “INSURANCE REQUIREMENTS”. CONSULTANT and its contractors, if any, shall
obtain a policy endorsement naming CITY as an additional insured under any general liability or
automobile policy or policies.
18.2. All insurance coverage required hereunder shall be provided through
carriers with AM Best’s Key Rating Guide ratings of A-:VII or higher which are licensed or
authorized to transact insurance business in the State of California. Any and all contractors of
CONSULTANT retained to perform Services under this Agreement will obtain and maintain, in
full force and effect during the term of this Agreement, identical insurance coverage, naming CITY
as an additional insured under such policies as required above.
18.3. Certificates evidencing such insurance shall be filed with CITY
concurrently with the execution of this Agreement. The certificates will be subject to the approval
of CITY’s Risk Manager and will contain an endorsement stating that the insurance is primary
coverage and will not be canceled, or materially reduced in coverage or limits, by the insurer except
after filing with the Purchasing Manager thirty (30) days’ prior written notice of the cancellation
or modification. If the insurer cancels or modifies the insurance and provides less than thirty (30)
days’ notice to CONSULTANT, CONSULTANT shall provide the Purchasing Manager written
notice of the cancellation or modification within two (2) business days of the CONSULTANT’s
receipt of such notice. CONSULTANT shall be responsible for ensuring that current certificates
evidencing the insurance are provided to CITY’s Chief Procurement Officer during the entire term
of this Agreement.
18.4. The procuring of such required policy or policies of insurance will not be
construed to limit CONSULTANT’s liability hereunder nor to fulfill the indemnification
provisions of this Agreement. Notwithstanding the policy or policies of insurance,
CONSULTANT will be obligated for the full and total amount of any damage, injury, or loss
caused by or directly arising as a result of the Services performed under this Agreement, including
such damage, injury, or loss arising after the Agreement is terminated or the term has expired.
SECTION 19. TERMINATION OR SUSPENSION OF AGREEMENT OR SERVICES.
19.1. The City Manager may suspend the performance of the Services, in whole
or in part, or terminate this Agreement, with or without cause, by giving ten (10) days prior written
notice thereof to CONSULTANT. If CONSULTANT fails to perform any of its material
obligations under this Agreement, in addition to all other remedies provided under this Agreement
or at law, the City Manager may terminate this Agreement sooner upon written notice of
termination. Upon receipt of any notice of suspension or termination, CONSULTANT will
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discontinue its performance of the Services on the effective date in the notice of suspension or
termination.
19.2. In event of suspension or termination, CONSULTANT will deliver to the
City Manager on or before the effective date in the notice of suspension or termination, any and
all work product, as detailed in Section 14 (Ownership of Materials), whether or not completed,
prepared by CONSULTANT or its contractors, if any, in the performance of this Agreement. Such
work product is the property of CITY, as detailed in Section 14 (Ownership of Materials).
19.3. In event of suspension or termination, CONSULTANT will be paid for the
Services rendered and work products delivered to CITY in accordance with the Scope of Services
up to the effective date in the notice of suspension or termination; provided, however, if this
Agreement is suspended or terminated on account of a default by CONSULTANT, CITY will be
obligated to compensate CONSULTANT only for that portion of CONSULTANT’s Services
provided in material conformity with this Agreement as such determination is made by the City
Manager acting in the reasonable exercise of his/her discretion. The following Sections will
survive any expiration or termination of this Agreement: 14, 15, 16, 17, 19.2, 19.3, 19.4, 20, 25,
27, 28, 29 and 30.
19.4. No payment, partial payment, acceptance, or partial acceptance by CITY
will operate as a waiver on the part of CITY of any of its rights under this Agreement, unless made
in accordance with Section 17 (Waivers).
SECTION 20. NOTICES.
All notices hereunder will be given in writing and mailed, postage prepaid, by
certified mail, addressed as follows:
To CITY: Office of the City Clerk
City of Palo Alto
Post Office Box 10250
Palo Alto, CA 94303
With a copy to the Purchasing Manager
To CONSULTANT: Attention of the Project Manager at the address of
CONSULTANT recited on the first page of this Agreement.
CONSULTANT shall provide written notice to CITY of any change of address.
SECTION 21. CONFLICT OF INTEREST.
21.1. In executing this Agreement, CONSULTANT covenants that it presently
has no interest, and will not acquire any interest, direct or indirect, financial or otherwise, which
would conflict in any manner or degree with the performance of the Services.
21.2. CONSULTANT further covenants that, in the performance of this
Agreement, it will not employ subcontractors or other persons or parties having such an interest.
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CONSULTANT certifies that no person who has or will have any financial interest under this
Agreement is an officer or employee of CITY; this provision will be interpreted in accordance
with the applicable provisions of the Palo Alto Municipal Code and the Government Code of the
State of California, as amended from time to time. CONSULTANT agrees to notify CITY if any
conflict arises.
21.3. If the CONSULTANT meets the definition of a “Consultant” as defined by
the Regulations of the Fair Political Practices Commission, CONSULTANT will file the
appropriate financial disclosure documents required by the Palo Alto Municipal Code and the
Political Reform Act of 1974, as amended from time to time.
SECTION 22. NONDISCRIMINATION; COMPLIANCE WITH ADA.
22.1. As set forth in Palo Alto Municipal Code Section 2.30.510, as amended
from time to time, CONSULTANT certifies that in the performance of this Agreement, it shall not
discriminate in the employment of any person due to that person’s race, skin color, gender, gender
identity, age, religion, disability, national origin, ancestry, sexual orientation, pregnancy, genetic
information or condition, housing status, marital status, familial status, weight or height of such
person. CONSULTANT acknowledges that it has read and understands the provisions of Section
2.30.510 of the Palo Alto Municipal Code relating to Nondiscrimination Requirements and the
penalties for violation thereof, and agrees to meet all requirements of Section 2.30.510 pertaining
to nondiscrimination in employment.
22.2. CONSULTANT understands and agrees that pursuant to the Americans
Disabilities Act (“ADA”), programs, services and other activities provided by a public entity to
the public, whether directly or through a contractor or subcontractor, are required to be accessible
to the disabled public. CONSULTANT will provide the Services specified in this Agreement in a
manner that complies with the ADA and any other applicable federal, state and local disability
rights laws and regulations, as amended from time to time. CONSULTANT will not discriminate
against persons with disabilities in the provision of services, benefits or activities provided under
this Agreement.
SECTION 23. ENVIRONMENTALLY PREFERRED PURCHASING AND ZERO
WASTE REQUIREMENTS. CONSULTANT shall comply with the CITY’s Environmentally
Preferred Purchasing policies which are available at CITY’s Purchasing Department, hereby
incorporated by reference and as amended from time to time. CONSULTANT shall comply with
waste reduction, reuse, recycling and disposal requirements of CITY’s Zero Waste Program. Zero
Waste best practices include, first, minimizing and reducing waste; second, reusing waste; and,
third, recycling or composting waste. In particular, CONSULTANT shall comply with the
following Zero Waste requirements:
(a) All printed materials provided by CONSULTANT to CITY generated from a
personal computer and printer including but not limited to, proposals, quotes, invoices, reports,
and public education materials, shall be double-sided and printed on a minimum of 30% or greater
post-consumer content paper, unless otherwise approved by CITY’s Project Manager. Any
submitted materials printed by a professional printing company shall be a minimum of 30% or
greater post-consumer material and printed with vegetable-based inks.
(b) Goods purchased by CONSULTANT on behalf of CITY shall be purchased in
accordance with CITY’s Environmental Purchasing Policy including but not limited to Extended
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Producer Responsibility requirements for products and packaging. A copy of this policy is on file
at the Purchasing Department’s office.
(c) Reusable/returnable pallets shall be taken back by CONSULTANT, at no
additional cost to CITY, for reuse or recycling. CONSULTANT shall provide documentation from
the facility accepting the pallets to verify that pallets are not being disposed.
SECTION 24. COMPLIANCE WITH PALO ALTO MINIMUM WAGE ORDINANCE.
CONSULTANT shall comply with all requirements of the Palo Alto Municipal Code Chapter 4.62
(Citywide Minimum Wage), as amended from time to time. In particular, for any employee
otherwise entitled to the State minimum wage, who performs at least two (2) hours of work in a
calendar week within the geographic boundaries of the City, CONSULTANT shall pay such
employees no less than the minimum wage set forth in Palo Alto Municipal Code Section 4.62.030
for each hour worked within the geographic boundaries of the City of Palo Alto. In addition,
CONSULTANT shall post notices regarding the Palo Alto Minimum Wage Ordinance in
accordance with Palo Alto Municipal Code Section 4.62.060.
SECTION 25. NON-APPROPRIATION. This Agreement is subject to the fiscal provisions of
the Charter of the City of Palo Alto and the Palo Alto Municipal Code, as amended from time to
time. This Agreement will terminate without any penalty (a) at the end of any fiscal year in the
event that funds are not appropriated for the following fiscal year, or (b) at any time within a fiscal
year in the event that funds are only appropriated for a portion of the fiscal year and funds for this
Agreement are no longer available. This Section shall take precedence in the event of a conflict
with any other covenant, term, condition, or provision of this Agreement.
SECTION 26. PREVAILING WAGES AND DIR REGISTRATION FOR PUBLIC
WORKS CONTRACTS.
26.1. This Project is not subject to prevailing wages and related
requirements. CONSULTANT is not required to pay prevailing wages and meet related
requirements under the California Labor Code and California Code of Regulations in the
performance and implementation of the Project if the contract:
(1) is not a public works contract;
(2) is for a public works construction project of $25,000 or less, per California
Labor Code Sections 1782(d)(1), 1725.5(f) and 1773.3(j); or
(3) is for a public works alteration, demolition, repair, or maintenance project of
$15,000 or less, per California Labor Code Sections 1782(d)(1), 1725.5(f) and
1773.3(j).
SECTION 27. CLAIMS PROCEDURE FOR “9204 PUBLIC WORKS PROJECTS”.For
purposes of this Section 27, a “9204 Public Works Project” means the erection, construction,
alteration, repair, or improvement of any public structure, building, road, or other public
improvement of any kind. (Cal. Pub. Cont. Code § 9204.) Per California Public Contract Code
Section 9204, for Public Works Projects, certain claims procedures shall apply, as set forth in
Exhibit F, entitled “Claims for Public Contract Code Section 9204 Public Works Projects”.
This Project is not a 9204 Public Works Project.
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SECTION 28. CONFIDENTIAL INFORMATION.
28.1. In the performance of this Agreement, CONSULTANT may have access to
CITY’s Confidential Information (defined below). CONSULTANT will hold Confidential
Information in strict confidence, not disclose it to any third party, and will use it only for the
performance of its obligations to CITY under this Agreement and for no other purpose.
CONSULTANT will maintain reasonable and appropriate administrative, technical and physical
safeguards to ensure the security, confidentiality and integrity of the Confidential Information.
Notwithstanding the foregoing, CONSULTANT may disclose Confidential Information to its
employees, agents and subcontractors, if any, to the extent they have a need to know in order to
perform CONSULTANT’s obligations to CITY under this Agreement and for no other purpose,
provided that the CONSULTANT informs them of, and requires them to follow, the confidentiality
and security obligations of this Agreement.
28.2. “Confidential Information” means all data, information (including without
limitation “Personal Information” about a California resident as defined in Civil Code Section
1798 et seq., as amended from time to time) and materials, in any form or media, tangible or
intangible, provided or otherwise made available to CONSULTANT by CITY, directly or
indirectly, pursuant to this Agreement. Confidential Information excludes information that
CONSULTANT can show by appropriate documentation: (i) was publicly known at the time it
was provided or has subsequently become publicly known other than by a breach of this
Agreement; (ii) was rightfully in CONSULTANT’s possession free of any obligation of
confidence prior to receipt of Confidential Information; (iii) is rightfully obtained by
CONSULTANT from a third party without breach of any confidentiality obligation; (iv) is
independently developed by employees of CONSULTANT without any use of or access to the
Confidential Information; or (v) CONSULTANT has written consent to disclose signed by an
authorized representative of CITY.
28.3. Notwithstanding the foregoing, CONSULTANT may disclose Confidential
Information to the extent required by order of a court of competent jurisdiction or governmental
body, provided that CONSULTANT will notify CITY in writing of such order immediately upon
receipt and prior to any such disclosure (unless CONSULTANT is prohibited by law from doing
so), to give CITY an opportunity to oppose or otherwise respond to such order.
28.4. CONSULTANT will notify City promptly upon learning of any breach in
the security of its systems or unauthorized disclosure of, or access to, Confidential Information in
its possession or control, and if such Confidential Information consists of Personal Information,
CONSULTANT will provide information to CITY sufficient to meet the notice requirements of
Civil Code Section 1798 et seq., as applicable, as amended from time to time.
28.5. Prior to or upon termination or expiration of this Agreement,
CONSULTANT will honor any request from the CITY to return or securely destroy all copies of
Confidential Information. All Confidential Information is and will remain the property of the CITY
and nothing contained in this Agreement grants or confers any rights to such Confidential
Information on CONSULTANT.
28.6. If selected in Section 30 (Exhibits), this Agreement is also subject to the
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terms and conditions of the Information Privacy Policy and Cybersecurity Terms and Conditions.
SECTION 29. MISCELLANEOUS PROVISIONS.
29.1. This Agreement will be governed by California law, without regard to its
conflict of law provisions.
29.2. In the event that an action is brought, the parties agree that trial of such
action will be vested exclusively in the state courts of California in the County of Santa Clara,
State of California.
29.3. The prevailing party in any action brought to enforce the provisions of this
Agreement may recover its reasonable costs and attorneys’ fees expended in connection with that
action. The prevailing party shall be entitled to recover an amount equal to the fair market value
of legal services provided by attorneys employed by it as well as any attorneys’ fees paid to third
parties.
29.4. This Agreement, including all exhibits, constitutes the entire and integrated
agreement between the parties with respect to the subject matter of this Agreement, and supersedes
all prior agreements, negotiations, representations, statements and undertakings, either oral or
written. This Agreement may be amended only by a written instrument, which is signed by the
authorized representatives of the parties and approved as required under Palo Alto Municipal
Code, as amended from time to time.
29.5. If a court of competent jurisdiction finds or rules that any provision of this
Agreement is void or unenforceable, the unaffected provisions of this Agreement will remain in
full force and effect.
29.6. In the event of a conflict between the terms of this Agreement and the
exhibits hereto (per Section 30) or CONSULTANT’s proposal (if any), the Agreement shall
control. In the event of a conflict between the exhibits hereto and CONSULTANT’s proposal (if
any), the exhibits shall control.
29.7. The provisions of all checked boxes in this Agreement shall apply to this
Agreement; the provisions of any unchecked boxes shall not apply to this Agreement.
29.8. All section headings contained in this Agreement are for convenience and
reference only and are not intended to define or limit the scope of any provision of this Agreement.
29.9. This Agreement may be signed in multiple counterparts, which, when
executed by the authorized representatives of the parties, shall together constitute a single binding
agreement.
SECTION 30. EXHIBITS. Each of the following exhibits, if the check box for such exhibit is
selected below, is hereby attached and incorporated into this Agreement by reference as though
fully set forth herein:
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EXHIBIT A: SCOPE OF SERVICES
EXHIBIT A-1 PROFESSIONAL SERVICES TASK ORDER
EXHIBIT B: SCHEDULE OF PERFORMANCE
EXHIBIT C: COMPENSATION
EXHIBIT C-1: SCHEDULE OF RATES
EXHIBIT D: INSURANCE REQUIREMENTS
THIS AGREEMENT IS NOT COMPLETE UNLESS ALL SELECTED EXHIBITS
ARE ATTACHED.
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CONTRACT No. C25190778A
SIGNATURE PAGE
IN WITNESS WHEREOF, the parties hereto have by their duly authorized representatives
executed this Agreement as of the date first above written.
CITY OF PALO ALTO
____________________________
City Manager
APPROVED AS TO FORM:
__________________________
City Attorney or designee
TURBO DATA SYSTEMS, INC.
Officer 1
By: ________________________________
Name: ______________________________
Title: _______________________________
Officer 2
By: ________________________________
Name: ______________________________
Title: _______________________________
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EXHIBIT A
SCOPE OF SERVICES
CONSULTANT shall provide the Services detailed in this Exhibit A, entitled “SCOPE OF
SERVICES”. Notwithstanding any provision herein to the contrary, CONSULTANT’s duties and
services described in this Scope of Services shall not include preparing or assisting CITY with any
portion of CITY’s preparation of a request for proposals, request for qualifications, or any other
solicitation regarding a subsequent or additional contract with CITY. CITY shall at all times retain
responsibility for public contracting, including with respect to any subsequent phase of this project.
CONSULTANT’s participation in the planning, discussions, or drawing of project plans or
specifications shall be limited to conceptual, preliminary, or initial plans or specifications.
CONSULTANT shall cooperate with CITY to ensure that all bidders for a subsequent contract on
any subsequent phase of this project have access to the same information, including all conceptual,
preliminary, or initial plans or specifications prepared by CONSULTANT pursuant to this Scope
of Services.
Section 1. Project Description and Overview
The CONSULTANT will be responsible for providing the development, implementation, support,
and maintenance of a comprehensive Citation and Permit Management System (CPMS) and
related services in support of the CITY’s parking permitting and enforcement programs.
CONSULTANT is responsible for ensuring that the CPMS and proposed support services are
compliant with State of California regulations, including, but not limited to, California Vehicle
Code sections associated with citation processing, noticing, appeal and adjudication processes, and
payment plans. The CPMS must be capable of integrating with several current and future CITY
and third-party vendor programs that will also support the parking operation. CONSULTANT
shall provide the capability for integration using open architecture industry standards with external
integration capabilities. All cloud-based systems — including but not limited to the CPMS and the
customer portal shall be assumed to have unlimited cloud storage to support unlimited data storage
and create/read/update transactions.
CONSULTANT shall provide a full-time Project Manager and key personnel responsible for
project oversight and delivery of the CPMS. The CONSULTANT Project Manager shall be the
single point of contact for the CITY, responsible for the CPMS's management, implementation,
and ongoing troubleshooting during its installation and continuous operation. The CONSULTANT
Project Manager shall coordinate efforts with the CITY Project Manager or designee and any
Subcontractors. The CONSULTANT Project Manager shall always be available to the CITY by
telephone or video access during the project and on-site within 72 hours of notification, if
necessary and requested, to respond to CITY needs, questions, and issues. In consultation with the
CITY, the CONSULTANT Project Manager will develop a detailed implementation and project
plan for CPMS implementation.
Turbo Data Scope of Work Details for Parking Citations and Parking Permits
TDS shall perform the following services in processing all Parking Citations:
A. Basic Processing – TDS will enter manual citations and citation dispositions into
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Customer’s database within 2 business days. The basic service includes database
maintenance, daily system backups, toll-free phone number for the public, Interactive
Voice Response System (IVRS) with customized recorded information and citation lookup
capability, pticket.com web-based Inquiry System for the public with customized content,
Customer Service Representatives (8:00 am – 5:00 pm, Monday through Friday, excluding
holidays) to speak with the public regarding parking citation issues, ongoing Client
support, and documentation and training for use of the TDS-provided online system.
B. Handheld Ticket writer Interface - TDS will provide for automated import of electronic
citations into Customers database within 1 business day. TDS will maintain and update the
hot sheet or scofflaw files on a daily basis for Customer to upload into their handheld ticket
writers. TDS will work with Customer to implement any changes required for handheld
ticket writer equipment.
C. System and Document Storage - Citations paid or dismissed will be retained on the
computer system for 3 years and then removed. Unpaid citations will be retained on the
computer system for 5 years and then removed. Citation documents will be stored for 2
years from date of issue and then returned to Customer or shredded. Payment documents
will be stored for 2 years from the date of payment and then returned to Customer or
shredded.
D. Online Reporting - Provide monthly reports online indicating the status of all citations,
such reports to be available for Customer access no later than the thirtieth (30th) day of the
following month.
E. DMV Interface for Registered Owner Name Retrieval - Attempt to obtain names and
addresses of registered owners of cited vehicles for those citations that have not been
cleared prior to their notice generation date.
F. Notice Processing - Print the required Notice and mail to each registered owner whose
name has been retrieved within 10 to 21 days after the citation has been issued. Includes
second notices mailed for bounced checks, partial payments, and name or address changes.
The notice date shall be extended whenever there is an unusual delay in delivery of
information or citations to TDS. All postage, notice forms and envelopes will be provided
by TDS.
G. DMV Interface for Placing Registration Holds - Transmit a Notice of Delinquency to
the California DMV for vehicles with California license plates after a Notice of Violation
has been mailed to the registered owner and TDS has not received notification that the
citation has been cleared. This Notice of Delinquency will be transmitted to the California
DMV within 2 business days after the date specified by the Customer to be the DMV Date.
H. DMV Interface for Releasing Registration Holds - Transmit a Notice to the California
DMV that a Notice of Delinquency has been cleared within 2 business days after TDS has
received notification of clearance.
I. DMV Interface for Monthly Payment File – Receive payment file from DMV as available
(currently monthly) and update DMV transactions into Customers database, providing
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reporting for reconciliation purposes.
J. Delivery Service – Manual citations will be mailed or scanned to TDS by Customer at
their own expense. TDS reports will be provided online. TDS will return any required
documents via UPS and/or US Mail.
K. Collection and Payment Processing - TDS will provide the following collection and
payment processing services for Customer:
• Provide P. O. Box where payments are mailed
• Courier pickup from P. O. Box daily
• Open all mail
• Verify payment amounts and record on computer system within 2 business days
(48 hours)
• Respond to reasonable non-judicial public inquiries by phone and mail
• Return questionable mail to Customer for decision
• Make bank deposits to Customer bank account using check scanning
• Verify amounts deposited, by citation number
• Provide toll-free number for citizen inquiries
• Provide reports for bank statement reconciliation
• Provide monthly Paid Citation Distribution Report for surcharge payments to the
County
• Scan checks and deposit parking funds into Customer bank account.
L. Out of State Citations - TDS shall process citations for non-California license plates by
entering the citation information into the system database and reporting them along with
all other citations on the database with the standard reports. If they become delinquent,
requests for registered owner information will be sent to the appropriate out-of-state DMV.
The Notice of Intent will be generated to the registered owner and the fine amount
requested. TDS will incur all costs for out of state name retrieval, including out-of-state
DMV fees and charges. TDS will receive payment from Customer based on the amount of
revenues collected from out-ofstate citations after the Notice of Intent has been issued. This
amount will be billed monthly for the prior months' receipts (as determined from our
database and/or reports). Payments collected via credit card will also incur credit card fees.
M.
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N. Administrative Adjudication Processing - TDS will provide for the processing of
requests for contesting citations, allowing for Customer processing of administrative
reviews, tracking and monitoring all relevant dates on an automated system, mailing timely
notification to respondents regarding the status of their claims, and scheduling of
administrative hearings. All Administrative Adjudication information entered into the
system is done in real time and is linked to existing database information to ensure proper
tracking of relevant dates, mailing names and addresses and other pertinent information.
Administrative Review requests will be entered within 2 business days of receipt.
Adjudication documents will be stored for 2 years from their activity date and then
shredded.
O. Paperless Appeals (eAppealsPRO & Scanning) – TDS will provide online appeal
capability for the public to appeal their citations online. TDS will provide the scanning of
all mailed-in appeal documents and electronic storage of those documents. TDS will
provide an online application to access the appeals, which will be searchable and sortable.
TDS will keep an electronic history of processed appeals for at least two years.
P. Online Inquiry Access for Customers’ Staff - Access includes online access 24 hours a
day, 7 days a week for Agency personnel to inquire on Customer’s database. This access
includes citation inquiry (includes citation status, history status, administrative
adjudication status, notes, etc.), the ability to enter and view notes, post
dismissals/payments, view daily deposits made at TDS’ facility and view daily file
transfers sent from the handheld ticket writer software and received at TDS’ facility. TDS’
technical staff will provide support. TDS will provide a real-time secured high-speed
connection to the citation database through the Customers' Internet connection.
Q. Additional Notices– TDS will mail Other Correspondence as required for processing.
R. ICS Collection Service – Special Collections - Outstanding citations (DMV No-Holds
or DMV Transfer of Ownership Releases or Non-California plates) and any other citations
deemed as delinquent citations by Customer are transferred into the ICS system on a
weekly basis. Up to two collection letters will be mailed for each ICS account requesting
payment. Payments are processed daily and deposited to the Customer’s regular citation
processing bank account. The TDS Customer Service Center will handle all ICS related
calls through a special toll-free number dedicated to ICS accounts. Monthly reporting
shows all accounts moved to the ICS system and all payments received due to ICS efforts.
S. Franchise Tax Board Offset Program – TDS will combine citations by license number
for total amount due, eliminate corporate names, retrieve SSN’s by name from a 3rd party,
combine accounts by SSN, mail required FTB letters in advance of placing accounts at
FTB, process payments generated by the FTB process, receive phone calls generated by
the FTB process, provide all systems and operational procedures required for the FTB
process, and provide complete reporting and reconciliation for the FTB process. Customer
will be required to complete required FTB paperwork and forms (with TDS’ assistance),
establish a SWIFT account with the FTB, and provide whatever assistance may be required
to work with the FTB regarding the FTB process.
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T. Payment Plans - The Contractor will have a payment plan system in place to comply
with all legislation. The plan will allow for waivers, when necessary, for indigent and non-
indigent individuals. Plan requests will be submitted to the Customer for
review/approval/denial. The Contractor will mail correspondence to let the applicant know
the status of their payment plan application and other details. Payment Plans allow the
agency to waive fees for indigent persons, adjust the length of the plan and set minimum
payments due. If a plan defaults prior to full payment, the system automatically resumes
the citation process (DMV, Collections, etc.). The Contractor will provide customized
agency specific information for indigent payment plans on pticket.com.
U. Handheld Ticketwriters – ticketPRO Magic TDS will provide ticketPRO Magic Units
(phones and printers) and citations and envelopes as required at the pricing then in effect.
TDS will provide maintenance and support for the Automated Citation Issuance System
and the Field Units. RemoteConnect Support for devices while in the field. TDS will
provide a data plan with unlimited voice/text messaging for field units. Software upgrades
as newer versions become available. Support via email for support requests and for
reporting software/hardware issues.
TDS shall perform the following services in processing all Parking Permits:
The Turbo Data Systems, Inc. (TDS) Parking Permit program is designed to allow residents to
apply for and purchase parking permits, and to allow the Customer to track their parking permit
program online using the Permit Manager. The system allows for annual permit renewals; either
by letter generation and mailing, and/or electronic notification.
The system is cloud-based based with a “self-service” ability for residents to purchase their
permits. The applicant can register for an account and upload the required documents which can
then be verified by the Customer or TDS.
Upon approval, the applicant will be notified to submit a permit request for the district/zone that
they live in. The permit management system is scalable and designed to handle multiple permit
types:
Virtual Permits – Use Vehicle plate
Multiple physical permits and multiple combinations (stick-on, hangtag)
Guest Permits
RV permits
Overnight Permits
Residential Zones/Districts
Annual residential permits
Permit pricing can be tier-structured, prorated or allow for special exceptions, discounts, pickup,
delivery, etc. The system will allow both TDS and designated Customer staff to issue and
administer permits as needed. The process includes services for both online and manual over-the-
counter permit processing. Online processing includes:
New account registration online
Review of account application and required documents
Electronic notification of account approval or rejection to resident Permit application
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Review of permit application and required documents
Electronic notification of permit approval or rejection to resident
Online payment processing – via secure website Fulfillment
If desired, TDS will perform the verification of required documents (proof of residence
verification, vehicle license information, etc.), data entry, maintenance functions, permit
fulfillment and all required mailings.
TDS will provide Online Support to Agency personnel via email 8am-5pm Monday-Friday
(excluding Holidays).
Data Entry - All uploaded documents will be available for viewing by Customer staff. TDS will
manually enter all data as it appears on the application. Applicant will be notified if there is a
discrepancy or error on the application.
Renewal Notification - Annual renewals will be mailed and/or emailed to each account as specified
by the Customer. The notice will provide permit account information and payment options, with
instructions for payment online and by mail. Other correspondence will be mailed and/or emailed
as necessary (denial letters, requests for more information, etc.).
Customer Online Access - TDS will provide the Customer with cloud-based access to the Permit
application. This access will allow Customer staff to search for specific information. The Customer
will designate individuals who can have access to the system.
Resident Online “Self-Service” Access - TDS will provide a cloud-based “self-service” website
that residents can use to complete a permit application, upload required documents and pay for
their permits. The website will accept payments made with Visa, MasterCard or Discover. The
website can display descriptions/FAQ related to the permit program, as well as provide forms and
instructions for a manual permit application. A Link to the Customer website can also be provided.
Residents have the option of saving the application prior to completion and returning to where they
left off.
Real-Time Enforcement - The TDS permit management system was designed to interface directly
with our ticketPRO magic mobile solution to provide real-time information on parking permits.
Officers in the field will be able to check on permit status and receive pertinent information
regarding annual, monthly and daily permits even on the same day, including virtual permits.
ticketPRO magic can search by Permit number as well as by Plate for virtual permits.
Permit Manager can integrate with License Plate Recognition (LPR) systems by providing current
permit information such as type, status, lost, stolen, temporary, etc. TDS will work with the
Customer’s LPR vendor to ensure smooth integration.
Reporting - TDS will provide daily reporting showing the dollar amounts collected and deposited
on a daily basis. Detail and management summary reporting will be provided online. Monthly
reporting will be provided showing the number of permits applied for, the number of permits
pending, and the number of permits issued. Financial and statistical reports will be customized as
needed. Management reports will identify all activity. Visual Mapping/Reporting is also available
and provides management with an easy view of pertinent permit data and allocations.
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Website Branding - Our permit solution supports branding features to provide assurance to the
visitor that they have reached the correct web site. URL link will be set as paloalto.getapermit.net
and a customized graphics can be used as a site banner.
Multi-lingual Support - The website supports a multi-lingual translator to help non-English
speaking citizens or visitors. Vehicle Changes/Permit Replacements - getaPERMIT allows for
permits to be replaced at a cost or to have the fee waived in the event the permit is lost or stolen.
Permits can also be replaced or transferred to a different vehicle.
Unpaid Citation Notification (checkCITATION) - getaPERMIT supports the option to interface
with the citation database and reports on outstanding citations. This can be used to prevent
purchase/renewal of a permit until the outstanding citations are paid. Visitors will be redirected to
the payment website and then return to the permit page to continue their purchase
Section 2. Citation Management System
The Citation Management System (CMS) is the turnkey software solution and support provided
by the CONSULTANT to support the CITY with all parking citation processing functions and
service features, as an integrated component of the overall CPMS. At a high level, the core
functionality shall include citation inquiry, citation entry, customer service support, payment
processing, noticing, adjudication and hold processing, enforcement analytics and reporting,
access to documentation and images/photos, and citation history. Users shall have specific
functionality access assigned by a designated software administrator. Software must support real-
time access for multiple parties and be a web-based application requiring no software installation
on personal computers (PCs).
The CONSULTANT shall provide handheld citation issuance software to include all relevant
fields, including citation issuance, parking status verification (paid session/valid permit),
image/photo capture, tire marking, global positioning system (GPS) capture, vehicle notice history,
and citation printing. The CONSULTANT shall support the software at no additional cost to the
CITY for the entirety of the contract. All software should be customizable to CITY specifications,
including violations, fines and penalties, locations, custom notes, badge numbers, etc.
Included with the CMS is a requirement for the CONSULTANT to provide registered owner (RO)
information for all violators, including California and out-of-state motor vehicle registration
inquiries. CONSULTANT shall be responsible for sending notice of citation to registered owners
based upon the CITY’s direction regarding the frequency of notices and timeframes. The CITY
reserves the right to change its noticing frequency and timeframes with five (5) days’ notice to the
CONSULTANT at no additional cost to the CITY.
CMS Key Requirements
The following is a list of key requirements for the citation management system:
1. Custom software training manuals and user guides for staff based on the CITY’s specific
systems and customizations, to be created and managed by the CONSULTANT using the
CITY’s system specification.
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2. Real-time access to California DMV for registered owner information and DMV
registration holds and releases.
3. Access to out-of-state registered owner names and addresses.
4. Responsibility for any fees associated with obtaining registered owner information.
5. Validate DMV vehicle makes upon return of registered owner information from DMV to
ensure proper make of vehicle issued citation.
6. Continuously attempt to retrieve registered owner information for all unpaid parking
citations without registered owner information on the CMS.
7. Reminder notices for unpaid citations by mail, including out-of-state owners.
8. Delinquent notification to the lessee and/or secondary owner when delinquent and
following the lien process under California state law.
9. Review the DMV “No Hit” list to ensure the license plate and state have been entered
correctly.
10. Store and track car rental agency reports of responsible billing parties from parking
citations.
11. Mail notices to lessees or renters of cited vehicles, including loaner vehicles, when
provided with proof of written lease or rental agreement as required by the CVC.
12. Store and track previous and current owner information when a transfer of vehicle
ownership has occurred by clearly notating in the account with changes, not limited to the
source, old address, new address, date of owner transfer, etc.
13. Process and mail “Drive Away” notices to registered owners of vehicles that drive away
before the issuing officer attaches the citation to the vehicle. The notice must be mailed out
to the registered owner within fifteen (15) calendar days of the citation issuance as required
by the CVC.
14. Process citation correction notices where the issuing officer determines that there is
incorrect data in the parking citation. A copy of the correction shall be mailed to the
registered owner within a timeframe specified by the CITY.
15. Communicate with individuals outside the United States to whom the CITY issued a
parking citation.
16. Maintain the system database and physical system security in such a way as to provide
complete confidentiality and protection from unwanted access.
17. File and store citations in an easily retrievable format for a minimum of five (5) years and
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then dispose of records in accordance with CITY direction.
18. Allow for uploading electronic citations in real-time, allowing customers to pay for
citations immediately once uploaded.
19. Send and receive electronic data files using a scheduler function.
20. Allow authorized account users to correct dates, duplicate citations, violation codes, and
fine amounts and to suspend citations.
21. Allow for various timelines for invoicing.
22. Allow invoicing, late fees, appeals, and collections automation with a scheduler function.
23. Provide online confirmation showing the number of citations transferred and received by
the CONSULTANT.
24. Immediate/real-time batching of files upon transfer of citation records.
25. Identify duplicate citations and correct dates, duplicated citations, violation codes, and fine
amounts.
26. Maintain and update the confidential vehicle database for exemptions authorized by the
CITY that are linked to the parking enforcement handled units.
27. Maintain online communication during primary work hours when the CMS, including all
sub-systems, is available to the CITY and the public for its intended use.
28. Allow for updates to customer records and the ability to enter comments with an audit trail.
29. Prepare a report at the end of each Fiscal Year, per CVC Section 40200.3(b), setting forth
the number of cases processed, all financial and/or citation payments received and
distributed, and any other information the issuing agency may require. This report is public
record and shall be delivered to each issuing agency at the end of each fiscal year. If the
CITY requests, the CONSULTANT shall hire an independent auditor to prepare a report.
The CITY shall pay the costs of the audit report upon the CITY’s written approval of the
auditor’s cost.
30. Report templates developed to the CITY’s specification that may be exported to Excel or
PDF.
31. Real-time reporting tool for ad-hoc reports.
32. Live customer service for CITY staff between 8:00 AM and 5:30 PM, PDT/PST, Monday
through Friday, excluding CITY holidays, with emergency after-hours support 24/7.
33. Interactive Voice Response (IVR) system that allows for citation inquiry and payment, pre-
recorded prompts to answer frequently asked questions, and routing of calls to live
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operators.
34. Technical support for the CONSULTANT’s customer portal website and IVR in English
and Spanish.
35. Email support for technical issues with the CONSULTANT’s website and IVR (response
within two (2) business days).
36. Multiple languages on the customer portal website (at least English and Spanish).
37. Ability to process and incorporate into reporting mail-in citation payments sent directly to
the City of Palo Alto’s mailing address (CONSULTANT-coordinated).
38. Secondary collection efforts, to include skip-tracing, mailings (including postage), DMV
holds, and FTB processing.
39. An open-source API that allows for current and future integration with third parties such
as financial software, Parking Access and Revenue Control Systems (PARCS), LPR,
permit management systems, as well as pay stations and mobile payment (to support future
paid parking programs).
40. Initial in-person training for CITY staff with bi-annual refresher training (no additional
cost).
41. Quarterly in-person meetings with CITY staff.
42. Sandbox/test environment available before award and ongoing for pre-release testing.
43. Data entry of citations.
44. Appeal preparation to include initial processing for initial hearing reviews.
45. The CMS must be able to accommodate parking citation payment plans.
The software shall allow users to perform the following functions:
46. Entry form for manually issued citations.
47. Query for citation data by any input field, including, but not limited to, date, citation
number, license plate number, name, location, and VIN.
48. Ability to query by partial information such as a partial plate.
49. Pay or dismiss citations on one or multiple plates in one transaction.
50. Add notes to citations and plates.
51. Attach documents to citation records.
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52. Place citations on hold to suspend penalty and notice activity.
53. Print and email correspondence letters.
54. Void citations with custom CITY void codes.
55. Support for multiple vehicle owners.
56. View a copy of a citation and images/photos taken during citation issuance.
57. Assign permissions to access certain features based on user ID.
58. Provide a complete audit trail of all history in the citation record, including, but not limited
to, escalations, payment history, adjudication history, copies of letters and correspondence,
notes, and payment plan details.
59. Identify the user that performed each change or update in the audit trail.
60. Run ad-hoc real-time reports on all data fields.
Adjudication
61. The CONSULTANT shall coordinate the citation adjudication process following
prescribed timelines and processes for persons contesting parking citations per the laws of
the State of California.
62. Suspend action while appeals are under investigation.
63. Record data and comments for historical background and attach them to the citation record.
64. Manage supporting evidence submitted by customers in support of their appeals.
65. Sort citations by type of violation and/or defense.
66. Record case decisions.
67. Generate decision letters and use customizable liability reason codes.
Secondary Collections
CONSULTANT shall provide collection efforts to include citations specified by the CITY and
currently delinquent citations over sixty (60) days old to maximize collections and ensure
compliance. Collection efforts should consist of, at a minimum:
68. Two (2) collection notices for all citations.
69. DMV holds for California registered owners.
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70. Franchise Tax Board (FTB) collections for California residents.
71. Skip-tracing.
72. Outbound phone calls.
Citations in collection status may be billed as an additional percentage of revenue collected during
this process.
DMV Registration Holds / Releases
73. Modify and correct DMV-originated files if the amount of the penalty on hold at DMV has
changed without additional charges to the CITY.
74. Notify DMV of any change in the bail amount of citations on hold.
75. Provide additional grace periods, as authorized by the CITY, which will automatically
allow for additional payment processing time.
76. Accept electronic files from DMV VPN (registered owner information) and DMV payment
files.
77. Release registration holds daily upon CITY’s request.
FTB Intercept Program
78. Generate mail notifications prior to file submission, adhering to the FTB guidelines.
79. Process FTB annual intercept program.
80. Provide timely modification/notification to the intercept program if the amount to be
intercepted has changed.
81. Properly and thoroughly identify the individuals to be intercepted via the FTB program.
82. Process timely refunds in the event of overpayment or misidentification.
Section 3. Citation Issuance Devices and Related Software
The CONSULTANT will provide at least fifteen (15) handheld devices and fifteen (15) printers
for citation issuance. The CONSULTANT shall be required to support all software,
communication plans, and hardware for the agreement term. All equipment must include the
protective infrastructure to ruggedize and protect equipment from working conditions and outdoor
elements.
83. The following fields, at a minimum, must be captured during citation issuance by the
CONSULTANT’s enforcement software:
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Citation number.
License plate.
State.
VIN or last four digits of VIN.
Violation code and description (up to three).
Location of violation, including program zone.
Issue date.
Issue time.
Officer ID.
Officer signature.
Notes to print on citation.
Officer notes, not visible to the public.
Fine and penalty schedules.
Appeal and payment instructions.
Electronic marking.
Photos, videos, and audio.
Ability to support pay-by-plate, pay-by-space, permit status, and mobile payment.
The handheld citation issuance device software shall:
84. Provide a user-friendly interface for ease of use and durability.
85. Require a password/security sign to prevent unauthorized use.
86. Allow the user to view and void any citation written by the user since the last data upload
to the host. A valid void code must be entered to void any completed citation.
87. Support the reprinting of an issued citation; this reprinted citation must contain the same
time as the original citation, not simply the time it was reprinted.
88. Produce a voided ticket audit trail.
89. Automatically transfer and upload citations issued by the handheld computer.
90. CMS to promptly notify the CITY regarding citations unable to be entered for any reason
(no violation code, unreadable license, etc.).
91. Upon entering a license plate during citation entry, automatically search the customer
name, vehicle, and scofflaw request file for a match. If a match is found, automatically
enter data into the proper fields. If a match is located in the scofflaw request file, the CMS
should display the number of citations in the last 90 days.
92. Support monitoring of vehicles in a fixed time limit zone.
93. Timestamp transactions by the CMS’s internal clock.
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94. Support the issuance and tracking of warnings and actual citations, including issuance
history by license plate.
95. Support standard location codes and descriptions, location comments, and block numbers.
Locations shall also be manually generated when necessary.
96. Able to report issues in the field in real-time reporting of malfunctioning.
Section 4. Permit Management System
The Permit Management System (PMS) is the software and support solution that shall supply the
CITY with access to all parking permit processing functions. Such functions are outlined below.
The core functionality must include the option to inquire by permit number, license plate number,
account number, permit holder name, permit type, and location, at a minimum.
Additional functionality shall include the support of waitlists by permit type and location, and the
ability to process payments and manage all permit types, amounts, and locations, including all-day
parking permits in the CITY’s parking lots and garages. Users should have specific functionality
access assigned by a designated software administrator. Software shall support real-time access
for multiple parties and shall be a web-based application requiring no software installation on
personal computers (PCs). Software shall limit permit eligibility by the user-type and/or address.
The PMS must validate documents to establish that a customer is eligible to purchase a permit.
Documentation verification varies depending on the permit type and may include a driver’s license
or ID, paystub from the last 30 days, letter from employer, vehicle registration, utility bill, rental
agreement, and multiple acceptable types of proof of residency.
CONSULTANTs shall fully support both physical and virtual parking permit programs.
The PMS must be integrated with the entire CPMS. Integration means that, when
CITY/CONSULTANT software users search for a citation, they should have access to permit
information for the same license plate or name. Likewise, when a customer logs into their account,
they can search for a permit and should have access to citations issued to the same license plate
and/or name. The PMS shall support the ability to prevent permit processing/issuance when a
customer has citation amounts due to the CITY.
The CONSULTANT Project Manager will develop, in consultation with the CITY, a detailed
implementation and project plan for the Permit Management System.
PMS Key Requirements
The following is a list of key requirements for the permit management system:
97. Custom software training manuals and user guides for staff based on the CITY’s specific
systems and customizations, to be created and managed by the CONSULTANT using the
CITY’s system specification.
98. Ability to support different permit types with differing permit business rules (example:
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residential parking permits, employee parking permits, guest parking permits, employer
parking permits, all-day parking permits in CITY lots and garages).
99. Automatically email permit notifications based on a CITY-specified timeline.
100. Generate permit renewal notices by batch or individually.
101. Generate unique parking permit numbers.
102. Support the assignment of both physical and virtual permits.
103. Support rolling expiration dates (e.g., daily, weekly, monthly, annually) in addition to
fixed expiration dates based on permit type.
104. Provide access to review permit applications and attached documents.
105. Restrict or allow multiple permit purchases for the same plate number depending on
CITY rules.
106. Restrict or allow multiple permits issued by address.
107. Ability to allow for multiple account holders at a single household while still restricting
the total number of permits per household.
108. Restrict or allow multiple permits to be issued to an individual.
109. Issue temporary permits.
110. Issue guest permits with custom date ranges and custom addresses.
111. Ability to have multiple vehicles on a single permit based on CITY policy.
112. Complete audit trail of all history in permit record; including, but not limited to date and
time stamp, payment history, copy of letters and correspondence, administrative changes
to the account, and notes.
113. Retain inactivated permit and account information.
114. Ability to upload multiple file types in support of permit applications including CSV,
DOC, JPEG, PDF, etc.
115. Alert CITY too and prevent account holders with open/unpaid citations from purchasing
permits.
116. Allow for administrative override.
117. Allow editing of any permit field (based upon user-assigned privileges).
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118. Ability to create/modify/delete permit zones.
119. Display all permits issued geographically on a map.
120. Entry of new permits and approve requests.
121. Processing of payment for permits.
122. Add notes to permit accounts.
123. Correct, autofill, and standardize address entries.
124. Validate permit program eligibility based on customer-entered address and supporting
documentation.
125. Ability to cancel a permit.
126. Ability to refund a permit.
127. Ability to prorate or issue a discount on a permit.
128. Process multiple permit purchases in one transaction.
129. Query by customer name, business name, account number, permit type, permit number,
license plate number, VIN, address, phone number, citation number, last 4 of credit card,
and partial information.
130. Create, modify, and edit blacklists and whitelists.
Section 5. Customer Portal / Website
The CITY desires a customer-friendly, easily updated parking web/mobile portal (customer portal)
to provide access to parking permit information, parking citation information, adjudication, and
permit processes. The customer portal shall be “private label,” designed to meet the CITY’s
branding and marketing standards and built to be consistent with the look and feel of the CITY’s
existing website.
131. All content for the customer portal, including, but not limited to, text, graphics, images,
and maps, will be the responsibility of the CONSULTANT to develop. CITY staff will
review and approve all proposed data content prior to public release.
132. The CONSULTANT must develop the customer portal, allowing customers to create an
account that will supply access to all relevant citation, adjudication, and permit requests.
The customer portal shall be fully integrated with the CPMS.
133. The CONSULTANT will manage the customer portal. The CITY expects the customer
portal to be updated with new information as required, such as changes to parking rules
or citation fees. The CITY will forward website traffic to the CONSULTANT-hosted
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customer portal using forward URL links on the CITY’s website, and the
CONSULTANT’s customer portal shall include links to send users back to the CITY of
Palo Alto’s website.
134. The CONSULTANT must create a custom guide, specific to Palo Alto’s business rules
and permit types on how to apply and pay for a parking permit, pay a citation, request a
payment plan, or contest a citation, which must be available on the customer portal. The
CONSULTANT must provide a call center for technical support for the customer portal.
The calls must be accepted between 8:00 AM and 5:30 PM, PDT/PST, Monday through
Friday, excluding CITY holidays.
135. The CONSULTANT shall also provide customer email support for technical issues
regarding the customer portal. Emails shall be answered within one (1) business day.
Customer complaints regarding service received by the CONSULTANT must be logged
and reported to the CITY weekly.
136. The customer portal must be accessible on multiple browser platforms, including MS
Edge, Google Chrome, Safari, and Firefox. The portal experience for the user shall
provide device detection and display content according to device type, including desktop
computers, laptops, mobile devices, and tablets. The CONSULTANT must be PCI
compliant.
In support of the CPMS, the portal shall be a comprehensive management tool for customers and
shall allow users to perform, at a minimum, the following functions:
137. Account creation tying together permit, citation, adjudication, and payment data.
138. Inquiry by license plate, permit number, citation number, and account number.
139. Hide the customer’s name and address when an inquiry is performed. Only verified
account holders shall have access to name and address information.
140. Request a new permit with supporting documentation.
141. Allow for custom documentation requirements based on permit type.
142. View the status of permit requests, including the position on a waitlist.
143. Allow customer to update permit application when denied or a correction is needed
without needing to reapply for the permit.
144. Allow customer to update permit information (i.e., license plate, make, model, color, and
address for certain permit types as defined by the CITY).
145. Allow management of multiple permits under a single account.
146. Restrict individual permit issuance to addresses/users within CITY-defined group
management accounts.
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147. Prevent account holders with open citations from purchasing permits.
148. Individual dwelling units within the same address number shall be able to have different
eligibility statuses.
149. Allow partially completed online permit applications to be saved and completed at
another time by the applicant or CITY staff.
150. Provide customers with email or text messages regarding the approval or status of their
permit.
151. Email receipts for payments.
152. Renew an existing permit.
153. Request placement on a permit waitlist.
154. Auto-generate notice to the next person on the waitlist to notify them a permit is
available. If no response is received within a CITY-designated timeframe, the system
should automatically move on to the next person on the waitlist.
155. Removal from a waitlist.
156. Process payment for a waitlist position with the proper prorated amount, if applicable.
157. Process payment of a permit or citation by credit card and debit card. The CITY shall
determine whether any convenience fee will be charged to customers.
158. View a copy of the citation, related photos, and citation notes.
159. Request an online, in-person, or by-mail administrative review of a citation. (CVC
40215)
160. Request an online, in-person, or by mail administrative hearing of a citation. (CVC
40215)
161. Request a payment plan and upload supporting documentation. (CVC 40220)
Section 6. Customer Service Center (Phone/IVR)
The duties and tasks of the Customer Service Call Center will include all parking permit and
citation-related support shall consist of, but not be limited to, the following actions:
162. Provide year-round customer and staff online access (except planned CPMS maintenance
or upgrades).
163. Provide a customer service support center for the CITY’s parking permit and citation
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program, at a minimum, from 8:00 AM and 5:30 PM, PDT/PST, Monday through Friday,
excluding CITY holidays, subject to modification.
164. Staff must be well-trained, professional, and courteous customer service personnel
equipped to handle clerical, customer service, supervisory, and managerial tasks in
compliance with the approved operations and quality assurance plan.
165. Callers seeking a live Customer Service Representative (CSR) must not be placed on
hold for longer than two (2) minutes.
166. The CONSULTANT will provide a toll-free number to be used exclusively for permit
and citation support with live operators to assist customers.
167. Staff and reroute calls if the connection to the computer network is disrupted.
168. Collaborate with the CITY in establishing business processing rules.
169. Provide staff to respond to telephone inquiries regarding how to contest a violation,
determine outstanding penalty amounts or delinquent fees, process payment, establish
payment plans, identify time frames, and any other pertinent information to contest a
citation by mail or in-person.
170. Operate a customized Interactive Voice Response (IVR) System in English and Spanish
to accept payments and provide information. The interactive system must provide real-
time information on each citation, including the issue date, delinquent date, the amount
owed, and open citations by license plate number. The IVR system shall offer the caller
the option of transferring directly to a live customer service representative during regular
business hours.
171. Provide the CITY with a toll-free telephone line that accepts global payments by IVR 24
hours a day, seven days a week; must be Payment Card Industry (PCI) compliant, and
the payment processor must be able to produce an Attestation of Compliance certificate
initially upon contract execution and annually thereafter.
172. The IVR system must recognize user inputs by touch tones and speech and include
language support options to accept payments and provide information.
173. The IVR system shall offer the caller the option of a live CSR during operating hours,
and the CSR option must be provided early in the phone script and not at the end.
174. Respond to correspondence via paper or electronic email and calls in all other languages,
as agreed to, through a language interpretation service as needed.
175. Provide live interpreters for Spanish telephone calls and guarantee a turnaround time of
no less than one (1) business day from initial contact for correspondence.
176. Monitor and record calls for quality assurance for a term designated by the CITY subject
to the same terms for English or Spanish-speaking customers.
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177. Monitor the call acceptance rate, call completion rate, and longest and shortest call wait
time. An incomplete telephone call is defined as a call terminated after 30 seconds have
elapsed from the time an individual’s call is received in the CONSULTANT’s system.
178. Run ad-hoc reports on all data fields.
179. The CONSULTANT shall be expected to provide a call center for technical support of
the CONSULTANT’s customer web portal. The calls must be accepted between 8:00
AM and 5:30 PM, PDT/PST, Monday through Friday, excluding CITY holidays. The
CONSULTANT shall also provide customer email support for technical issues regarding
the CONSULTANT’s web portal. Emails shall be answered within one (1) business day.
180. Complaints made by end customers regarding service received by the CONSULTANT
must be logged and reported to the CITY within 24 hours.
Section 7. Processing Services
181. CONSULTANT shall provide turnkey permit support services including, but not limited
to, customer support, permit fulfillment, permit application review within 48 hours of
submission. For physical permit fulfillment, permits must be mailed within 48 hours of
purchase using First-class mail. The following is a list of key requirements:
182. Processing and fulfillment of permits.
183. Payment processing and coordinated reporting of payments processed by the City of Palo
Alto directly, including the ability to process mail-in permit and citation payments sent
directly to the City of Palo Alto mailing address (CONSULTANT-coordinated).
184. CONSULTANT review of permit application and supporting documentation within 48
hours of application.
185. Physical permits mailed within 48 hours of purchase.
186. Enter appeal documents for Administrative Reviews and Hearings.
187. Print and mail permit renewal notices, citation notices and adjudication decisions.
Section 8. Payment Processing
188. The CITY requires the CPMS to adhere to payment handling standards including, but not
limited to, receiving payments, tracking payments, issuing refunds, providing detailed
receipts, and entering back-dated payments.
Section 9. CITY Staff Support
189. The CONSULTANT shall be required to offer live customer support for CITY staff, at a
minimum, between 8:00 AM and 5:30 PM, PDT/PST, Monday through Friday, excluding
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CITY holidays. This live customer support must include CPMS Software issues, CPMS
Hardware issues, feature-related questions, and reporting. An after-hours emergency
support line must be available 24/7.
Section 10. System Audit Reporting
CONSULTANT shall provide standard and custom audit reports specified by the CITY, including
at a minimum:
The number of citations paid and related citation revenue by parking program or district
and type of revenue.
The number of unpaid citations and total citations issued by parking program or district.
The number of permits sold within a parking program or district by permit cycle, permit
type and length of permit.
Total permit revenue by parking program or district and type of revenue.
Section 11. Liquidated Damages
Both parties will agree that the annual liquidated damages shall be limited to the amount paid or
due to the Contractor by the City during a one-year period except in the initial 12-month period of
this Agreement, where liquidated damages shall be limited to 30% of the amount paid or due to
the Contractor by the City during the initial 12-month period of this Agreement. The
CONSULTANT agrees to pay (or provide invoice credit) these amounts to the CITY as set forth:
System Failure: The system shall not be unavailable during peak hours (8:00 AM and 5:30
PM, PDT/PST, Monday through Friday, excluding CITY holidays) for more than thirty
(30) minutes and/or for two (2) or more incidents during these hours totaling more than
sixty (60) minutes within one (1) business day. During non-peak hours, the system shall
not be unavailable for more than four (4) hours. Exceptions will be made if requested and
approved in writing by the CITY.
The CONSULTANT shall not be responsible for unavailability caused by third-party
providers. Any system unavailability that prevents the processing of bank cards and the
collection of related revenue shall result in damages of $500 per incident, not to exceed
$1,000 within a twenty-four (24) hour period.
Bank Card Processing Failure: Any failure of the bank card processing solution provided
by the CONSULTANT that prevents the processing of bank cards and the collection of
related revenue shall result in damages of $500 per twenty-four (24) hour period. The CITY
shall provide the CONSULTANT with twelve (12) hours notice to respond to and repair
the failure prior to being entitled to this liquidated damage.
PCI Data Security Failure: Failure of the CONSULTANT to maintain Payment Card
Industry (“PCI”) Data Security Standard Certification shall result in damages of $10,000
on the twenty-eight (28th) calendar day following non-compliance (“first assessment”). The
twenty-eighth (28th) calendar day following the first assessment and every twenty-eight
(28) calendar day thereafter shall constitute a “subsequent assessment.” On each additional
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twenty-eighth (28th) calendar day following the first assessment and any subsequent
assessments, the CITY shall be entitled to liquidated damages of $25,000 until the failure
is cured. Damages during subsequent assessments shall be prorated by day.
Response Times: The CONSULTANT shall meet or exceed the response times as
described in Table 1. Any delay longer than the following response times shall result in
damages of $150 per incident.
Table 1. Description of Response Times
The CONSULTANT Project Manager shall always be available to the CITY by
telephone or video access during the project and on-site within three (3) business days
of notification, if necessary and requested, to respond to CITY needs, questions, and
issues.
CONSULTANT shall be required to offer live customer support for CITY staff, at a
minimum, between 8:00 AM and 5:30 PM, PDT/PST, Monday through Friday,
excluding CITY holidays. This live customer support must include the entire CPMS
solution and related services, including the web portal, software, hardware, feature-
related questions, and reporting. An after-hours emergency support line must be
available 24/7. CONSULTANT shall also provide email support for technical issues
regarding the entire CPMS solution and related services. Emails shall be answered within
one (1) business day.
CONSULTANT shall be expected to provide a call center for technical support of the
CONSULTANT’s customer web portal. The calls must be accepted between 8:00 AM
and 5:30 PM, PDT/PST, Monday through Friday, excluding CITY holidays. The
CONSULTANT shall also provide customer email support for technical issues regarding
the CONSULTANT’s web portal. Emails shall be answered within one (1) business day.
Callers seeking a live Customer Service Representative (CSR) must not be placed on
hold for longer than two (2) minutes.
CONSULTANT shall provide live interpreters for Spanish telephone calls and guarantee
a turnaround time of no less than one (1) business day from initial contact for
correspondence.
Complaints made by end customers regarding service received by the CONSULTANT
must be logged and reported to the CITY within one (1) business day.
CONSULTANT shall process and mail “Drive Away” notices to registered owners of
vehicles that drive away before the issuing officer attaches the citation to the vehicle.
The notice must be mailed out to the registered owner within fifteen (15) calendar days
of the citation issuance as required by the CVC.
CONSULTANT shall provide turnkey permit support services including, but not limited
to, customer support, permit fulfillment, permit application review within two (2)
business days of submission. For physical permit fulfillment, permits must be mailed
within two (2) business days of purchase using First-class mail.
Section 12. Data, System, & Integration Requirements
A comprehensive CPMS requires a significant focus on data, integration, and system design and
security. The CITY desires to partner with CONSULTANTs who focus on flexible and industry
leading solutions while providing secure and compliant technology. The system provided by
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CONSULTANT shall meet the following additional data, system, and integration requirements.
System and Security Requirements:
1. CONSULTANT shall provide secure hosting and support for all functions, ensuring
availability through the Internet for all devices, including desktop and mobile computers,
phones, tablets, and other wireless devices. The CITY shall not be required to install or
maintain software on servers owned or managed by the CITY.
2. Computers that access the system shall not require special software packages or “client”
software to access the system. Any computer shall be able to access the system through a
standard web browser without plug-ins or other components.
3. CONSULTANT shall be responsible for taking every precaution to ensure that all systems,
files, data, equipment, communications, and facilities are reliable.
4. CONSULTANT shall be responsible for virus detection, prevention, control, and
eradication for all system servers and connected devices.
5. CONSULTANT shall have security features that are designed to maintain the security of
all information contained in the system database and maintain the confidentiality of
information. CONSULTANT’s security for the system and all connections thereto shall
conform to current industry best practices.
6. CONSULTANT is expressly forbidden from selling, leasing, distributing, publishing, or
otherwise sharing any personal information collected from Customers, including, but not
limited to, transaction history, address, email address, phone number, and credit card
information, Notwithstanding the preceding restrictions, CONSULTANT shall be
permitted to use such information to enable Customers with Service accounts for CITY-
managed parking spaces to use their accounts to pay for services provided by
CONSULTANT to other entities, and vice versa.
7. All information security incidents shall be reported immediately to the CITY. Security
incidents include theft, loss, damage or compromise to information systems and data,
known vulnerabilities and exploits, website defacement or compromise, successful
malware attacks, denial of services, and other security events as defined by the CITY’s
Information Security Officer.
8. CONSULTANT shall establish and maintain data storage, retention, and archive
procedures to maintain system performance.
9. The system shall provide full system backup and recovery capabilities. CONSULTANT
shall be responsible for the maintenance of the database, which will include back-up and
recovery procedures. CONSULTANT shall make sufficient backups to ensure that no data
is lost in any circumstances.
10. System uptime is critical. The CONSULTANT will maintain a 99% or greater uptime for
the system as whole, including any subsystems critical to solution operation.
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a. Uptime will exclude scheduled maintenance. The CONSULTANT will notify the
CITY of any scheduled downtime at least seven (7) days in advance. Scheduled
maintenance shall be coordinated to have the least impact on CITY operations.
PCI Compliance:
1. As required, the CONSULTANT solution shall be compliant with Payment Card Industry
Data Security Standard Level 1 latest version at the time of contract execution.
2. As the PCI Data Security Standard evolves, CONSULTANT shall be responsible for
maintaining compliance with that standard at CONSULTANT's sole expense.
3. CONSULTANT shall provide an Attestation of Compliance (AoC) as a declaration of
compliance status with PCI DSS at the request of the CITY.
Data Requirements:
1. The CITY shall be the exclusive owner of all data and rights to the data generated from the
systems, regardless of whether the data is direct or derived, calculated, or modeled.
2. CONSULTANT shall store or archive (with the CITY’s approval) all transaction data
generated during the term of the Agreement and retain it for at least five (5) years after its
termination.
3. CONSULTANT shall deliver copies of all system data upon request of CITY, or its
designee, and upon the termination of the Agreement in a format mutually agreed upon by
both parties.
4. CONSULTANT shall be responsible for providing transaction data in a format that is
readable by CITY using commonly available commercial off-the-shelf software.
5. At termination of the contract, for any reason, if the successor contract is awarded to
another firm, CONSULTANT must develop and implement a Data Conversion Plan
between CONSULTANT and the CITY or its designee.
Integration Requirements:
CONSULTANT’s hardware, software and services, which may include one or more systems
and/or third-party systems, will be integrated by the time of contract execution as would be
necessary to meet the requirements for their specific service.
General Requirements:
1. CONSULTANT shall utilize open-source API’s that allow for current and future
integration with third parties.
2. CONSULTANT shall provide real-time integration with the CITY’s current, new, and
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future parking technology and data management CONSULTANTs, including, but not
limited to, parking equipment, license plate recognition (LPR), and mobile payment. These
types of integrations are considered standard in the industry.
3. The CITY recognizes that standard integrations have a certain amount of latency between
systems. However, timely data exchanges are required for efficient and accurate parking
operations. Latency between any two systems shall not exceed an average of ninety (90)
seconds for every 100 consecutive transactions. The latency measurement shall be defined
as the moment a data request is made, or data is sent to the moment the data is delivered
and is viewable to any end user.
a. Should latency be observed in excess of ninety (90) seconds, CONSULTANT will
work with the CITY to measure the latency, identify the point of default, and correct
the default.
4. Custom integration, being nonstandard and not identified in this Agreement, may be
considered in the future by the CITY. CONSULTANT agrees to provide the necessary
development to achieve a custom integration for a mutually agreed cost and schedule to be
memorialized in amendment to the Agreement.
5. Batch data transfer may be considered for certain integrations, at the sole discretion of the
CITY.
6. CONSULTANT shall provide all necessary parking-related data in a format compatible
with standard industry integrations. In the event that data formats between CITY
CONSULTANTs do not match, the CITY may require either CONSULTANT to make
reasonable changes to their format at no additional cost to the CITY.
7. CONSULTANT shall operate in good faith with the CITY and the CITY’s designated
CONSULTANTs to implement, troubleshoot and complete necessary integration as
defined by the CITY.
8. In the event that two or more CONSULTANTs cannot agree on the methodology used for
any integration, the CITY with select the methodology most advantageous for the CITY.
Standard Integration Examples:
1. Citation Issuance, Processing and Enforcement Systems shall integrate with:
a. Parking Meter or Pay Station System
b. Parking Access Revenue Control System
c. Licenses Plate Recognition System
d. Mobile or Text to Pay Payment System
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e. Permit Management System
f. Department of Motor Vehicles for the CITY’s state
g. Out of State motor vehicle registries
h. Department of Justice or Police Depart for the CITY’s state (for wanted vehicle
hotlists)
i. California Franchise Tax Board (CA only)
j. Delinquent collections agency (if applicable)
2. Permit Management Systems shall integrate with:
a. Parking Access Revenue Control System
b. Citation Issuance, Processing and Enforcement System
c. Licenses Plate Recognition System
d. Any local databases necessary for permit processing
Integration with CITY Systems:
Integration with CITY systems shall be considered a standard integration.
Section 13. Additional Services
The CITY has identified the following additional services for consideration and potential future
implementation under this Agreement. Costs related to development and implementation are to be
determined via Task Order, pursuant to Section 4 of this Agreement.
1. New/Additional Permit Types: The CITY may work with the CONSULTANT to explore
opportunities to expand parking permit programs and services, utilizing CONSULTANT’s
CMPS services for permit processing and fulfillment, as well as consider transitioning
support for permit types from other CITY permit programs, including wide load permits.
The current wide load permit program requires substantial staff time to manage, and the
CITY anticipates that transitioning wide load permit processing and fulfillment under the
CPMS would improve program efficiency and reduce administrative burdens on staff.
2. Automated Enforcement of Bus and Bike Lanes: The CITY may work with the
CONSULTANT to develop a pilot program for transit-only and dedicated bike lane
enforcement programs, in accordance with all applicable legal requirements. Such
programs have been successful in other California cities, and the CITY may benefit from
utilizing CONSULTANT’S CMS services to conduct a pilot enforcement program for bus-
and bike-lane enforcement, if authorized by the CITY.
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EXHIBIT A-1
PROFESSIONAL SERVICES TASK ORDER
CONSULTANT shall perform the Services detailed below in accordance with all the terms and conditions
of the Agreement referenced in Item 1A below. All exhibits referenced in Item 8 are incorporated into this
Task Order by this reference. CONSULTANT shall furnish the necessary facilities, professional, technical
and supporting personnel required by this Task Order as described below.
CONTRACT NO.
OR PURCHASE ORDER REQUISITION NO. (AS APPLICABLE)
1A. MASTER AGREEMENT NO. (MAY BE SAME AS CONTRACT / P.O. NO. ABOVE):
1B. TASK ORDER NO.:
2. CONSULTANT NAME:
3. PERIOD OF PERFORMANCE: START: COMPLETION:
4 TOTAL TASK ORDER PRICE: $__________________
BALANCE REMAINING IN MASTER AGREEMENT/CONTRACT $_______________
5. BUDGET CODE_______________
COST CENTER________________
COST ELEMENT______________
WBS/CIP__________
PHASE__________
6. CITY PROJECT MANAGER’S NAME & DEPARTMENT:_____________________________________
7. DESCRIPTION OF SCOPE OF SERVICES (Attachment A)
MUST INCLUDE:
SERVICES AND DELIVERABLES TO BE PROVIDED
SCHEDULE OF PERFORMANCE
MAXIMUM COMPENSATION AMOUNT AND RATE SCHEDULE (as applicable)
REIMBURSABLE EXPENSES, if any (with “not to exceed” amount)
8. ATTACHMENTS: A: Task Order Scope of Services B (if any): _____________________________
I hereby authorize the performance of the
work described in this Task Order.
APPROVED:
CITY OF PALO ALTO
BY:____________________________________
Name __________________________________
Title___________________________________
Date ___________________________________
I hereby acknowledge receipt and acceptance of
this Task Order and warrant that I have
authority to sign on behalf of Consultant.
APPROVED:
TURBO DATA SYSTEMS:
______________________
BY:____________________________________
Name __________________________________
Title___________________________________
Date ___________________________________
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EXHIBIT B
SCHEDULE OF PERFORMANCE
CONSULTANT shall perform the Services as specified in Exhibit A, “SCOPE OF SERVICES,”
as to be determined by CITY Project Manager so as to complete each of the requested services
within 90-180 days from the date the contract is executed and the project plan has been approved.
The time to complete each of the tasks identified in the project plan may be increased or decreased
by mutual written agreement of the Project Managers for CONSULTANT and CITY so long as
all work is completed within the term of the Agreement. CONSULTANT shall provide a detailed
schedule of work within 2 weeks of receipt of the notice to proceed (“NTP”) from the CITY.
Optional Schedule of Performance Provision for On-Call or Additional Services Agreements.
(This provision only applies if checked and only applies to on-call agreements per Section 1 or
agreements with Additional Services per Section 4.)
The schedule of performance shall be as provided in the approved Task Order, as detailed in
Section 1 (Scope of Services) in the case of on-call Services, or as detailed in Section 4 in the case
of Additional Services, provided in all cases that the schedule of performance shall fall within the
term as provided in Section 2 (Term) of this Agreement.
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EXHIBIT C
COMPENSATION
CITY agrees to compensate CONSULTANT for Services performed in accordance with the terms
and conditions of this Agreement, and as set forth in the budget schedule below. Compensation
shall be calculated based on the rate schedule attached as Exhibit C-1.
CONSULTANT agrees to complete all Services, any specified reimbursable expenses, and
Additional Services (if any, per Section 4), within the terms of the rate schedule attached as Exhibit
C-1.
BUDGET SCHEDULE (ESTIMATED)
PERIOD ESTIMATED ANNUAL
EXPENSE*
Year 1 $218,000.00
Year 2 $193,000.00
Year 3 $193,000.00
Year 4 $193,000.00
Year 5 $193,000.00
Sub-total for Services $990,000.00
Reimbursable Expenses (if any)$0.00
Total for Services and Reimbursable Expenses $990,000.00
Additional Services (if any, per Section 4)$49,500.00
Maximum Total Compensation $1,039,000.000
* Estimated annual amounts are based on calculated averages for FY2024 citations and permits
issued, processing totals and the per unit costs described in the schedule of rates provided in
Exhibit C-1. These are estimates only, and values for Years 1-5 are rounded to the nearest $1,000.
REIMBURSABLE EXPENSES
CONSULTANT’S ordinary business expenses, such as administrative, overhead,
administrative support time/overtime, information systems, software and hardware,
photocopying, telecommunications (telephone, internet), in-house printing, insurance and
other ordinary business expenses, are included within the scope of payment for Services and
are not reimbursable expenses hereunder.
Reimbursable expenses, if any are specified as reimbursable under this section, will be
reimbursed at actual cost. The expenses (by type, e.g. travel) for which CONSULTANT will
be reimbursed are: NONE up to the not-to-exceed amount of: $0.00.
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A. Travel outside the San Francisco Bay Area, including transportation and meals, if
specified as reimbursable, will be reimbursed at actual cost subject to the City of Palo Alto’s
policy for reimbursement of travel and meal expenses. All travel and related expenses must
be approved by the City before costs are incurred.
B. Long distance telephone service charges, cellular phone service charges, facsimile
transmission and postage charges, if specified as reimbursable, will be reimbursed at actual
cost.
All requests for reimbursement of expenses, if any are specified as reimbursable under this
section, shall be accompanied by appropriate backup documentation and information.
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EXHIBIT C-1
SCHEDULE OF RATES
CONSULTANT shall be paid per unit for operating, and maintaining a comprehensive citation
and permit management system and providing related processing services. Per unit payment rates
and estimated Year 1 and 5-Year costs, based on calculated averages from FY2024, are described
below in Table 1. These costs are estimates only.
CONSULTANT’s schedule of rates shall remain fixed for term of the Agreement and are as
follows:
Table 1. Schedule of Rates
CITATION MANAGEMENT SYSTEM
SYSTEM
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per handheld citation issued 15,700 $0.45 No $7,065.00 $35,325.00
Per manual citation issued 700 $0.55 No $385.00 $1,925.00
Per in-state (California) DMV
look up 15,800 $0.00 No $0.00 $0.00
Per out-of-state DMV look up 700
25% of
amt paid No
25% of amt
paid
25% of amt
paid
DELINQUENT COLLECTIONS
ITEM
APPROXIM
ATE TOTAL
ANNUALLY
PERCE
NTAGE
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Delinquent Collections - fee
paid by end-user $394,000.00 25%No $98,500.00 $492,500.00
INTEGRATIONS
ITEM DESCRIPTION COST
TAX
ELIGIBLE
Explain integration strategy,
pricing, and itemized costs
associated with implementation
Out-of-State Collections
25% of amt
collected No
FTB Collection Letter
$2.55 per
Letter No
FTB Collections
15% of amt
collected No
Postal increases will be applied to all
mailings when required No
Professional Services/Development $80 per hour No
Adjudication Processing (Mail and Online)
$1.25 per
appeal No
Payment Plan processing $5.00 per plan No
Delinquent Collections pass through to
Agency
20% billed to
Agency No
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CITATION ISSUANCE DEVICES
SOFTWARE
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per monthly software license 15 $80.00 No $14,400.00 $72,000.00
HARDWARE
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED YEAR 1
TOTAL
Handheld 15 $800.00 Yes $12,000.00
Printer 15 $850.00 Yes $12,750.00
CITATION STOCK
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per handheld citation stock (for
proposed printer) 16,400 $0.10 No $1,640.00 $8,200.00
INTEGRATIONS
ITEM DESCRIPTION COST
TAX
ELIGIBLE
Explain integration strategy,
pricing, and itemized costs
associated with implementation
Envelopes for Citations
Price varies w/
quantity Yes
Monthly software license includes data
plan, Included No
remote support, software
maintenance/upgrades Included No
Citation Stock quoted is generic format Shown above Yes
Custom Citation Stock will increase
estimate
Varies by
size/quantity Yes
Citation Stock-may purchase bulk as needed
Bulk price/total
ordered Yes
PERMIT MANAGEMENT SYSTEM
SYSTEM
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per annual permit issued 12,300 $2.00 No $24,600.00 $123,000.00
Per daily permit issued 32,000 $0.75 No $24,000.00 $120,000.00
CONSUMABLES
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per permit (stock provided by
Contractor)12,300
Cost +
20% Yes Cost + 20% Cost + 20%
INTEGRATIONS
ITEM DESCRIPTION COST
TAX
ELIGIBLE
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Explain integration strategy,
pricing, and itemized costs
associated with implementation
Monthly Hosting Maintenance & Support $1200.00 No
Custom Bulk Group Email (Per Group)$85.00 No
Permit Stock at Purchase Cost +20% Cost + 20% Yes
Postal increases will be applied to all
mailings as required Postal Increase No
Per Monthly Permit Issued $2.00 each No
No per user software license
CUSTOMER PORTAL AND WEBSITE
CUSTOMER FEES*
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per citation payment
convenience fee 9,600 $3.95 No $37,920.00 $189,600.00
Per permit payment
convenience fee 11,000 $2.00 No $22,000.00 $110,000.00
CUSTOMER SERVICE CENTER (PHONE AND IVR)
PHONE SUPPORT / IVR
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
IVR system - monthly Monthly $0.00 No $0.00 $0.00
Per IVR payment convenience
fee 250 $3.95 No $987.50 $4,937.50
Per call center call received by
Contractor 6,000 $0.00 No $0.00 $0.00
PROCESING SERVICES
CMS
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per manual citation entered by
Contractor 700 $0.00 No $0.00 $0.00
Per citation notice mailed by
Contractor (include postage)1,500 $1.00 No $1,500.00 $7,500.00
Per citation payment received
and processed by Contractor 1,700 $0.00 No $0.00 $0.00
PMS
ITEM
ESTIMATED
# OF UNITS
ANNUALLY
PER
UNIT
COST
TAX
ELIGIBLE
ESTIMATED
YEAR 1
TOTAL
ESTIMATED
5 YEAR
TOTAL
Per permit notice mailed by
Contractor (include postage)4,500 $1.60 No $7,200.00 $36,000.00
Per virtual permit fulfilled;
application processed, permit
issued, payment processed by
Contractor 5,400 $2.00 No $10,800.00 $54,000.00
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Per physical permit fulfillment;
application processed, permit
mailed, payment processed by
Contractor 600 $3.50 No $2,100.00 $10,500.00
OPTIONAL, ENHANCED, OR VALUE-ADD SERVICES
CITATION ISSUANCE DEVICES
DESCRIPTION
QTY/UNIT OF
MEASURE (ex.
monthly, annual, per
transaction… etc.)UNIT PRICE
CURRENTLY
AVAILABLE
OR DATE OF
AVAILABILITY
TAX
ELIGIBLE
nFORCER-II PRINT with
ticketPRO parking software 60-
Month Lease (One-piece)Per month $150.00 Available Yes
nFORCER-II PRINT Quad unit
charging dock (up to 4 units
and 4 spare batteries) Each $1,140.00 Available Yes
nFORCER-II Spare Battery Each $138.00 Available Yes
nFORCER-II Top Strap or
Shoulder Strap Each $24.00 Available Yes
nFORCER-II Soft Case Each $48.00 Available Yes
nFORCER-II Car Charger Each $48.00 Available Yes
iOS ticketPRO software
hosting fee (required with
options below); Up to
50/100/150 users Per month $300/$500/$750 Available No
ticketPRO parking software for
City owned iOS hardware
(Zebra ZQ printer req'd); 1-50
users Per user/mo.$25.00 Available No
ticketPRO parking software for
City owned iOS hardware
(Zebra ZQ printer req,d); 51-
100 users Per user/mo.$22.00 Available No
ticketPRO parking software for
City owned iOS hardware
(Zebra ZQ printer req'd); 101-
150 users Per user/mo.$19.00 Available No
* Customer fees are not included in the calculation of total compensation, as these fees are paid by
the customer during online/phone payments, not by the CITY.
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EXHIBIT “D”
INSURANCE REQUIREMENTS
CONTRACTORS TO THE CITY OF PALO ALTO (CITY), AT THEIR SOLE EXPENSE, SHALL FOR THE TERM OF THE CONTRACT
OBTAIN AND MAINTAIN INSURANCE IN THE AMOUNTS FOR THE COVERAGE SPECIFIED BELOW, AFFORDED BY COMPANIES
WITH AM BEST’S KEY RATING OF A-:VII, OR HIGHER, LICENSED OR AUTHORIZED TO TRANSACT INSURANCE BUSINESS
IN THE STATE OF CALIFORNIA.
AWARD IS CONTINGENT ON COMPLIANCE WITH CITY’S INSURANCE REQUIREMENTS, AS SPECIFIED, BELOW:
REQUIRED TYPE OF COVERAGE REQUIREMENT
MINIMUM LIMITS
EACH
OCCURRENCE AGGREGATE
YES
YES
WORKER’S COMPENSATION
EMPLOYER’S LIABILITY
STATUTORY
STATUTORY
YES GENERAL LIABILITY, INCLUDING PERSONAL INJURY,
BROAD FORM PROPERTY DAMAGE BLANKET
CONTRACTUAL, PRODUCTS/COMPLETED
OPERATIONS AND FIRE LEGAL LIABILITY
BODILY INJURY
PROPERTY DAMAGE
BODILY INJURY & PROPERTY
DAMAGE COMBINED.
$2,000,000
$2,000,000
$2,000,000
$2,000,000
$2,000,000
$2,000,000
YES TECHNOLOGY ERRORS AND OMISSIONS LIABILITY
COVERAGE. THE POLICY SHALL AT A MINIMUM
COVER PROFESSIONAL MISCONDUCT OR LACK OF
REQUISITE SKILL FOR THE PERFORMANCE OF
SERVICES DEFINED IN THE CONTRACT AND SHALL
ALSO PROVIDE COVERAGE FOR THE FOLLOWING
RISKS:
(i) NETWORK SECURITY LIABILITYARISING
FROM UNAUTHORIZED ACCESS TO, USE OF, OR
TAMPERING WITH COMPUTERS OR COMPUTER
SYSTEMS, INCLUDING HACKERS, EXTORTION, AND
(ii) LIABILITY ARISING FROM INTRODUCTION
OF ANY FORM OF MALICIOUS SOFTWARE
INCLUDING COMPUTER VIRUSES INTO, OR
OTHERWISE CAUSING DAMAGE TO THE CITY’S OR
THIRD PERSON’S COMPUTER, COMPUTER SYSTEM,
NETWORK, OR SIMILAR COMPUTER RELATED
PROPERTY AND THE DATA, SOFTWARE AND
PROGRAMS THEREON.
CONTRACTOR SHALL MAINTAIN IN FORCE DURING
THE FULL LIFE OF THE CONTRACT.
THE POLICY SHALL PROVIDE COVERAGE FOR
BREACH RESPONSE COSTS AS WELL AS
REGULATORY FINES AND PENALTIES AS WELL AS
CREDIT MONITORING EXPENSES WITH LIMITS
SUFFICIENT TO RESPOND TO THESE OBLIGATIONS.
ALL DAMAGES $2,000,000 $2,000,000
Professional Services
Rev. Oct 16,2024
Page 51 of 54
YES CYBER AND PRIVACY INSURANCE.
SUCH INSURANCE SHALL INCLUDE COVERAGE FOR
LIABILITY ARISING FROM COVERAGE IN AN
AMOUNT WITH LIMITS ADEQUATE TO COVER
THESE EXPOSURES UNDER THE VENDOR’S CYBER
LIABILITY POLICY TO COVER THE FULL
REPLACEMENT VALUE OF DAMAGE TO,
ALTERATION OF, LOSS OF, THEFT, DISSEMINATION
OR DESTRUCTION OF ELECTRONIC DATA AND/OR
USE OF CONFIDENTIAL INFORMATION,
“PROPERTY” OF THE CITY OF PALO ALTO THAT
WILL BE IN THE CARE, CUSTODY, OR CONTROL OF
VENDOR, INFORMATION INCLUDING BUT NOT
LIMITED TO, BANK AND CREDIT CARD ACCOUNT
INFORMATION OR PERSONAL INFORMATION,
SUCH AS NAME, ADDRESS, SOCIAL SECURITY
NUMBERS, PROTECTED HEALTH INFORMATION OR
OTHER PERSONAL IDENTIFICATION INFORMATION,
STORED OR TRAMSITTED IN ELECTRONIC FORM.
ALL DAMAGES $2,000,000 $2,000,000
YES AUTOMOBILE LIABILITY, INCLUDING ALL OWNED,
HIRED, NON-OWNED
BODILY INJURY
-EACH PERSON
- EACH OCCURRENCE
PROPERTY DAMAGE
BODILY INJURY AND PROPERTY
DAMAGE, COMBINED
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
$1,000,000
YES
PROFESSIONAL LIABILITY, INCLUDING, ERRORS
AND OMISSIONS, MALPRACTICE (WHEN
APPLICABLE), AND NEGLIGENT PERFORMANCE ALL DAMAGES $1,000,000
YES THE CITY OF PALO ALTO IS TO BE NAMED AS AN ADDITIONAL INSURED: CONTRACTOR, AT ITS SOLE COST AND EXPENSE,
SHALL OBTAIN AND MAINTAIN, IN FULL FORCE AND EFFECT THROUGHOUT THE ENTIRE TERM OF ANY RESULTANT
AGREEMENT, THE INSURANCE COVERAGE HEREIN DESCRIBED, INSURING NOT ONLY CONTRACTOR AND ITS
SUBCONSULTANTS, IF ANY, BUT ALSO, WITH THE EXCEPTION OF WORKERS’ COMPENSATION, EMPLOYER’S LIABILITY AND
PROFESSIONAL INSURANCE, NAMING AS ADDITIONAL INSUREDS CITY, ITS COUNCIL MEMBERS, OFFICERS, AGENTS, AND
EMPLOYEES.
I. INSURANCE COVERAGE MUST INCLUDE:
A. A CONTRACTUAL LIABILITY ENDORSEMENT PROVIDING INSURANCE COVERAGE FOR
CONTRACTOR’S AGREEMENT TO INDEMNIFY CITY.
II. CONTACTOR MUST SUBMIT CERTIFICATES(S) OF INSURANCE EVIDENCING REQUIRED COVERAGE AT
THE FOLLOWING URL:
III. ENDORSEMENT PROVISIONS, WITH RESPECT TO THE INSURANCE AFFORDED TO “ADDITIONAL
INSUREDS”
A. PRIMARY COVERAGE
WITH RESPECT TO CLAIMS ARISING OUT OF THE OPERATIONS OF THE NAMED INSURED, INSURANCE AS
AFFORDED BY THIS POLICY IS PRIMARY AND IS NOT ADDITIONAL TO OR CONTRIBUTING WITH ANY OTHER
INSURANCE CARRIED BY OR FOR THE BENEFIT OF THE ADDITIONAL INSUREDS.
B. CROSS LIABILITY
THE NAMING OF MORE THAN ONE PERSON, FIRM, OR CORPORATION AS INSUREDS UNDER THE POLICY SHALL
NOT, FOR THAT REASON ALONE, EXTINGUISH ANY RIGHTS OF THE INSURED AGAINST ANOTHER, BUT THIS
ENDORSEMENT, AND THE NAMING OF MULTIPLE INSUREDS, SHALL NOT INCREASE THE TOTAL LIABILITY OF
Professional Services
Rev. Oct 16,2024
Page 52 of 54
THE COMPANY UNDER THIS POLICY.
C. NOTICE OF CANCELLATION
1. IF THE POLICY IS CANCELED BEFORE ITS EXPIRATION DATE FOR ANY REASON
OTHER THAN THE NON-PAYMENT OF PREMIUM, THE CONSULTANT SHALL PROVIDE
CITY AT LEAST A THIRTY (30) DAY WRITTEN NOTICE BEFORE THE EFFECTIVE DATE
OF CANCELLATION.
2. IF THE POLICY IS CANCELED BEFORE ITS EXPIRATION DATE FOR THE NON-PAYMENT
OF PREMIUM, THE CONSULTANT SHALL PROVIDE CITY AT LEAST A TEN (10) DAY
WRITTEN NOTICE BEFORE THE EFFECTIVE DATE OF CANCELLATION.
VENDORS ARE REQUIRED TO FILE THEIR EVIDENCE OF INSURANCE
AND ANY OTHER RELATED NOTICES WITH THE CITY OF PALO ALTO
AT THE FOLLOWING URL:
HTTP://WWW.CITYOFPALOALTO.ORG/GOV/DEPTS/ASD/PLANET_BIDS_HOW_TO.ASP
P a g e | 1
ATTACHMENT I
City of Palo Alto GIS Integration
Guideline
Prepared by: IT Department - GIS Date: Aug 14, 2021
Version: 1.01
P a g e | 2
GIS Integration Guidelines
• All GIS data will be exchanged via the City’s ArcGIS Enterprise system using ArcGIS services.
o Utility data will be shared as ArcGIS Map Services
o Non-Utility data can be shared as ArcGIS Map Services or ArcGIS Feature Services
• Any utility data will be shared as an Esri map service. Deltas have to be identified using attributes
associated with the Gas and Water datasets. ArcGIS editor tracking fields will not be available.
• Preferably datasets edited in the new Gas and Water GIS systems should be retrievable by the
City as Esri Map or Feature services. [These datasets might be needed by other departments such
as Office of Emergency Services (OES) for disaster response planning, combined utility views, or
operational dashboards]
• The City has a Production and Test ArcGIS Enterprise environment. The ArcGIS Enterprise version
as of August 2021 is 10.8.1. The City’s ArcGIS Server and Portal servers are federated. The City will
upgrade its ArcGIS Enterprise system at its discretion.
o Vendors can use the GIS services from the City’s Test ArcGIS environment to test
integration with their systems.
o Once the GIS services from the Test ArcGIS environment are successfully integrated and
tested, a request can be made to promote the Services to the City’s Production ArcGIS
environment.
o Upon approval, the vendor will be given built-in ArcGIS service accounts to authenticate.
City of Palo Alto
Information Security
Document Version: V3.0
Doc: InfoSec 110
Page 1 of 3
ATTACHMENT H
CYBERSECURITY TERMS AND CONDITIONS
In order to assure the privacy and security of the personal information of the City's customers and
people who do business with the City, including, without limitation, vendors, utility customers, library
patrons, and other individuals and companies, who are required to share such information with the City,
as a condition of receiving services from the City or selling goods and services to the City, including,
without limitation, the Software as a Service services provider (the "Consultant") and its subcontractors,
if any, including, without limitation, any Information Technology ("IT") infrastructure services provider,
shall design, install, provide, and maintain a secure IT environment, described below, while it renders
and performs the Services and furnishes goods, if any, described in the Statement of Work, Exhibit B,
to the extent any scope of work implicates the confidentiality and privacy of the personal information of
the C ity's customers. The Consultant shall fulfill the data and information security requirements (the
"Requirements") set forth in Part A below.
A "secure IT environment" includes (a) the IT infrastructure, by which the Services are provided to the
City, including connection to the City's IT systems; (b) the Consultant 's o perations and maintenance
processes needed to support the environment, including disaster recovery and business continuity
planning; and (c) the IT infrastructure performance monitoring services to ensure a secure and reliable
environment and service availability to the City. "IT infrastructure" refers to the integrated framework,
including, without limitation, data centers, computers, and database management devices, upon which
digital networks operate.
In the event that, after the Effective Date, the Consultant reasonably determines that it cannot fulfill the
Requirements, the Consultant shall promptly inform the City of its determination and submit, in writing,
one or more alternate countermeasure options to the Requirements (the "Alternate Requirements" as
set forth in Part B), which may be accepted or rejected in the reasonable satisfaction of the Information
Security Manager (the "ISM").
Part A. Requirements:
The Consultant shall at all times during the term of any contract between the City and the Consultant:
(a)Appoint or designate an employee, preferably an executive officer, as the security liaison to the
City with respect to the Services to be performed under this Agreement.
(b)Comply with the City's Information Privacy Policy:
(c) Have adopted and implemented information security and privacy policies that are documented,
are accessible to the City, and conform to ISO 27001/2 – Information Security Management
Systems (ISMS) Standards. See the following:
http://www.iso.org/iso/home/store/catalogue_tc/catalogue_detail.htm?csnumber=42103
http://www.iso.org/iso/iso_catalogue/catalogue_tc/catalogue_detail.htm?csnumber=50297
(d)Conduct routine data and information security compliance training of its personnel that is
appropriate to their role.
(e)Develop and maintain detailed documentation of the IT infrastructure, including software
versions and patch levels.
(f)Develop an independently verifiable process, consistent with industry standards, for performing
professional and criminal background checks of its employees that (1) would permit verification
of employees' personal identity and employment status, and (2) would enable the immediate
denial of access to the City's confidential data and information by any of its employees who no
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
Turbo Data Systems, Inc.
1551 Tustin Ave, #950, Santa Ana, CA
Elie Sleiman
elie@turbodata.com
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
1.1 Turbo Data Systems will provide hardware, software, communication, and a hosting
platform to facilitate the issuance and management of parking citations and permits.
This includes field mobile devices and printers, as well as a SaaS environment for
agency access to inquire into and manage transactions.
ticketproweb.com (For agency access only - already accessible by PD for traffic)
Support mobile issuance, parking citation inquiry and update, eAppeals, and
Reporting
getapermit.net (Agency and Public)
Support parking permit-related activities. Public and Admin Portals
Pticket.com (Public)
Parking Payment and appeals portal
(RBAC). Depending on each user and department's access needs, which the agency
usually provides, permission can be set to satisfy these requirements. There is a
comprehensive list of permissions for the parking citation and appeal applications.
Read-Only/View-Only all the way to full access. For Parking permits, there is a
dedicated Admin portal for the agency that individuals handling permit activities can
use to assist the public. A public permit portal allows the public to register, order, and
parking citations such as vehicle, violation, fines, and, location. For permits, account
holder data such as name and address will be stored. There will be no credit card or
Data stored is protect and accessible with permissions granted on a per-user basis.
Data exchange between TDS and City of Palo Alto and County of Santa Clara will be
handled in accordance with methods and facilities allowed and compliant with current
policies.
City services recipients through the application?
VENDOR INFORMATION
Vendor Organization Name:
Vendor Address:
1.0 BUSINESS PROCESS AND DATA EXCHANGE REQUIREMENTS
Question
Please provide a detailed description of the Vendor’s business process that will be offered to
the City related to the proposed requirements of the City’s RFP or other business
requirements.
City in order to provide services to the City? (List all)
(PII), Sensitive Information (SI), the City’s Confidential & Protected Information (CPI), City’s
Critical Infrastructure Information (CII) at the Vendor’s IT environment, how does the
Vendor maintain the confidentiality of the information in accordance with applicable federal,
state and local data and information privacy laws, rules and regulations?
stored at the Vendor’s or other third party’s data storage location? (Provide data attributes
with examples of the data to be stored) Example: Payment Card Information, Social Security
Number, Driving License number, Patrons Name, Address, Telephone, etc.), which are
examples of personal information, the privacy of which is protected by California
VISA Questionnaire Page1 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
2.1
We use Tenable One as our exposure management platform. This allows us to
identify and remediate in accordance with various industry standards, including PCI,
NIST, and others.
Yes
The CA DMV and NLETS mandate existing security requirements in addition to PCI.
policy, which covers general and email security, privacy, and PCI-related information.
Ongoing security awareness training has been put in place to ensure continuous
education and inclusion of new threats and security concerns. Training is managed
and guided by selecting relevant curricula and courses to ensure compliance with
security, privacy, and PCI requirements. The training program includes testing and
pass/fail grading. Additionally, random suspicious email messages are sent and
and training if needed. These activities
TDS requires whitelisting customer IP addresses to access our web
application/platform. All data communication requires HTTPS protocols. Chrome
browser is recommended. TLS 1.2 +. user session token and multi-session
restrictions. MFA and application token restrictions are enforced. Scheduled internal
and external scan via Tenable-One and PCI Security vendors.
application?
information security and privacy policies?
statutory or industry practice requirements/standards?
security at the user interface? (A set of detailed documentation should be provided to
support the compliance).
policies/standards that are documented and conform to ISO 27001/2 – Information Security
Management Systems (ISMS) Standards or NIST 800-53 (National Institute of Standards –
NIST Special Publication (SP) 800-53 Revision 4, Security and Privacy Controls for Federal
Information Systems and Organizations)
2.0 SECURITY POLICIES AND STANDARDS
Question
VISA Questionnaire Page2 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
3.1 Palo Alto and SonicWall Firewalls- HA Configuration
Meraki Switches
HPE Proliant and Dell Servers
HPE Nimble and Alletra Storage
Veeam Backup and Replication
AWS S3
VMWare ESX 8.x Virtualization.
Microsoft Windows Servers 2016, 2019, 2022, 2025
Microsoft SQL 2016, 2017, 2019
As a SaaS solution, we will host all applications in the environment described in 3.1.
This involves securiy and data protection settings and measures. These application
support the proposed Parking, Permtis, and, enforcement solutions.
Using the Tenable One exposure management platform, all involved applications and
systems are regularly scanned for vulnerabilities, and remediation steps are taken.
The application and database architecture are separated and hosted on different
servers. The database architecture supports a multi-tenant environment to segregate
customer data. A unique identifier is assigned to each agency to ensure all relevant
data are correctly identified and accessed. Application-level security and controls
manage the process of assigning and granting access.
No
vulnerabilities and address any issues before deployment to production and after
deployment?
Example: Windows or Unix Operating System (OS) and other detail.
data privacy and information security agreements are in place between the Vendor and any
subcontractor/third party to ensure appropriate and accountable treatment of information?
Note the City requires that the Vendor and each subcontractor and third-party formally
acknowledge that will comply with the City's Information Privacy Policy and SaaS Security
and Privacy Terms and Conditions
data (related to its function as a local government agency) from the data of individuals
providing services to or receiving services from the City?
implementation to support this project. (For example, intricate solution architecture, secured
data flow to support business processes, etc.).
3.0 APPLICATION/SOLUTION CONFIGURATION
Question
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11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score
4.1 We employ the Tenable One suite of products and applications, which provides
can provide the scan results.
We employ the Tenable One suite of products and applications, which provides
can provide the scan results.
Patch management is dependent on vulnerability reporting and OS updates. Patching
can be provided.
We use application-level code/token. These are uniquely issued to each mobile
application.
Yes. Scans are performed on a quarterly basis. Scan results can be made available.
Yes-Ransomware. Recovered/Rebuilt the environment. Implemented additional
security measures to mitigate, including hardening and migration to a new Endpoint
solution with 24/7 monitoring and controls. Updating hardware/software/firmware to
the latest versions based on CVE evaluation. There was no loss of data. Access was
restricted during the recovery process.
Yes
inspection, traffic throttling, and ISP-assisted black-holing. VLAN segmentation,
ACLs, and MAC binding mitigate spoofing attacks. Logs are integrated with the SIEM
for continuous SOC monitoring and rapid response to anomalous ingress/egress and
DDoS traffic
We use Sentinel One as an endpoint solution, including 24/7 monitoring, Monthly OS
additional exposure management and remediation guidelines.
A certificate of insurance will be provided.
Currently usings Sentenel One (S1)
Please describe the event(s) and the steps taken to mitigate the breach(es). What damages
or exposure resulted? Are records of violations and issues maintained, and will these
records be available for inspection by the City?
Vendor’s cloud service offerings installed on all of your systems?
4.0 RISK & VULNERABITY MANAGEMENT
Question
What solution does the Vendor use to conduct network-layer vulnerability scans regularly?
And what is the frequency of the network-layer vulnerability scans performed? If required
can the Vendor submit the scan results to the City’s Information security officer?
scans regularly? And what is the frequency of the local operating system-layer vulnerability
scans performed? If required can the Vendor submit the scan results to the City’s
Information security officer?
the patch management policy to the City’s Information security officer?
its installation and use, and how the code configuration checked to ensure that the
authorized mobile code operates according to a clearly defined security policy?
scans and periodic penetration tests on the Vendor applications and networks? If yes, how
frequently the vulnerability scans and routine penetration tests are performed? If required
can the Vendor submit the scan results to the City’s Information security officer?
that the Vendor formally advise the City’s information security office within 24 hours. Will the
Vendor commits to support this requirement? And will the Vendor make security incident
information available to the City?
(e.g., in-depth packet analysis, traffic throttling, and black-holing) for detection and timely
response to network-based attacks associated with anomalous ingress or egress traffic
patterns (e.g., MAC spoofing and ARP poisoning attacks) and distributed denial-of-service
(DDoS) attacks?
management access control to the necessary ports, protocols, and services to meet
business needs using technical controls (e.g., antivirus, file integrity monitoring, and logging)
as part of their baseline build standard or template?
policy. Such insurance shall include coverage in an amount sufficient to cover the full
replacement value of damage to, alteration of, loss of, theft, dissemination or destruction of
electronic data and/or use of confidential information, “property” of the City of Palo Alto that
will be in the care, custody, or control of vendor information including but not limited to bank
and credit card account information or personal information, such as name, address, social
security numbers, protected health information or other personal identification information
stored or transmitted in electronic form.
VISA Questionnaire Page4 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
5.1 Data exchange between the City and the Vendor will occur over encrypted channels
(TLS 1.2+), using secure transfer methods such as SFTP, HTTPS, or encrypted APIs.
All transfers are encrypted in transit and at rest, and authenticated via MFA with audit
HTTPS, SFTP
The City’s data is backed up daily. Backups are stored in locked, access-controlled
facilities and replicated to a secure offsite location. All data in transit is encrypted
(TLS 1.2+). Backup systems are protected by Palo Alto NGFWs, restricted by RBAC
and MFA, and tested quarterly to ensure data integrity and recoverability
AES-256/512, SHA-256/512 or greater
We use selective encryption for sensitive documents containing PII—additionally,
encryption or masking is applied at the application level.
Application-level protections include RBAC-based access control. Subcontractors
have no direct production access. Access is strictly on a need-to-know basis.
256 encryption, TLS 1.2+, RBAC with MFA, network segmentation, IDS/IPS
monitoring, and centralized SIEM logging. Controls are periodically validated through
penetration testing and security audits to ensure ongoing protection and compliance.
By providing whitelisting at the edge (encryption/decryption) tunnel
We work with temp agencies to establish initial employee skillsets. In house training
and verification of skillsets on site. We use RBAC for systems and applications. At
employment termination a checklist ensures that network and application access are
terminated as necessary. Security awareness training is provided upon employment
and regularly thereafter. RBAC controls are in place upon employee separation and
for employees on extended leave (e.g., disability / maternity leave).
Question
What will be the medium of data exchange between the City and Vendor?
How will the data be kept secure during the data exchange process? Example: (VPN, Data
Link, Frame Relay, HTTP, HTTPS, FTP, FTPS, etc.)
storage location? Example: Locked storage, Digitally, Encrypted, etc.
protect data if the data required to transfer through public networks/the Internet)?
party's staff member from viewing unauthorized confidential information? For example,
encryption, masking, etc.
CSA Trusted Cloud Architectural Standard, FedRAMP, CAESARS)?
data, like data may be produced for a designated tenant only, without compromising other
tenant's information? If no, then please explain how the Vendor secures protected data
within a multi-tenant hosting environment?
Of their subcontractor/third party’s team(s)? (For example, criminal background verification
before employment, providing security training after employment, and managing Role-Based
Access Control (RBAC) during employment and network and application access termination
upon employment termination.
5.0 DATA SECURITY & PROTECTION
VISA Questionnaire Page5 of 10
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City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
6.1 Backup occurs at a secure primary datacenter and is stored digitaly on an HA storage
array. Backup copy is immediately processed onto a seconday storage array and
another to an offsite AWS S3 encrypted backup bucket. Plans are underway to
Currently offsite backup (AWS S3) are encrypted. We use a Symetric key with AES-
256-GCM. AWS Key Management Service (KMS) is used to create and maintain
customer managed keys.
Backup data is stored at a datacenter facility. This is a secure datacenter accessible
to designated TDS staff 24/7. For redundancy and DR purposes, we replicate data to
other secure datacenters (Sacramento DR site) and AWS S3.
2001 Dyer Rd, Santa Ana, CA 92705
Earl Momongan, 714.717.1317 emomongan@tpx.com
TPx - Sacramento - Secondary Datacenter - DR
1515 K St, Sacramento, CA 95814
Anthony Ruggiero, 408.380.0920 aruggiero@tpx.com
We maintain a multi-year contract term with TPx for their SSAE18 datacenters. We
can provide an audit report statement if needed.
TDS Admin staff only have access:
Elie Sleiman - IT - VP/CIO
Ryan Sleiman - IT - Operations Manager
Sharon Watroba - IT - Systems Analyst
Gio Stefani - IT - Network Architect
specification with the type of encryption algorithm and detailed methodology of encryption
handling. If, not please explain what is the Vendor’s method(s) to keep data secured during
the data backup process?
backup data storage media? (Provide Name and Role)
location?
provide:
a. Company Name:
b. Address:
c. Contact person detail (Phone and Email):
d. What contractual commitments are in place to guarantee security compliance from these
vendors
6.0 DATA BACK-UP
Question
What types of storage media will the Vendor use for data backup purposes? Examples:
Tape, Hard Disk Drive, or any other devices. What is the media transfer process (I.e., The
lockbox process used to send tapes off-site)?
VISA Questionnaire Page6 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
7.1
Part of TDS BCP, in process of establishing a DR site in Sacramento with 4-hour
to a secondary site equiped with the necessary servers and network components to
recover and run "Mission Critical" systems. Sacramento DR site is planned for Q1
2026 or sooner.
The DR site, once established will provide the required <8 hours RTO as required by
the city.
We are currently utilizing an HA Load Balancing solution to provide 99.99% update.
Load Balancing will also be established at the DR site in Sacramento to provide the
required SLA and uptime requirement.
We are currently implementing a DR solution at a datacenter in Sacramento. This will
serve as the failover recovery site. We will utilize various options, tools, and products
to replicate and maintain an environment that is readly available in the case of a
disaster.
Yes, current solution can provide independent restore and recover capabilities.
how frequently the business continuity plans tested to ensure continuing in the event of a
disaster?
continuity solutions with maximum 8 (eight) hours RTO (Recovery Time Objective), i.e., in
the event of a disaster, the services offered by the Vendor shall not exceed 8 hours
downtime, can the Vendor support this requirement? If no then what alternative solution can
Vandor offer to satisfy this requirement.
Service Level Agreement (SLA) with the Vendor shall ensure the 99.99% up-time
requirement; if no, what alternative solution can Vendor offer to satisfy this requirement.
7.0 BUSINESS CONTINUITY PLANNING (DR-BCP)
Question
Does the Vendor's cloud solution offer independent restore and recovery capabilities? If no,
then what alternative solution the Vendor offers?
VISA Questionnaire Page7 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
8.1 Via secure (https) webportals
1. What is the purpose of this requirement
2. Who are the individuals assigned, and what will they do with this access
3. What is the primary concern that requires this?
Upon pre-authorization from the City's ISM, the user account is created using
consistent naming conventions. New users can establish their own password.
Activities are tracked for audit and reporting purposes. TDS and the agency will
collaborate on account removals and maintenance. Reports can be made available
for confirmation. Agency authorization is required for any additions or removals.
Accounts are initially disabled for the period of 30-days and then permanently
removed.
shall have superuser/ super admin access to the Vendor's hosted environment with MFA
authentication, can the Vendor support this requirement? If no then what alternative solution
can Vendor offer to satisfy this requirement.
8.0 ACCESS CONTROL, ACCOUNT PROVISIONING & DE-PROVISIONING
Question
What is the account provisioning/removal process?
Example: How are user accounts created and managed?)
created and managed?)
Area Network) through 'Ip" filtering? If not, what alternative solution can the Vendor offer?
VISA Questionnaire Page8 of 10
11/26/2025
City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
#Response from the Vendor Score Additional Information/Clarification
Required from the Vendor
9.1 Upon creating a new account, the user will receive an email prompting them to
complete the password reset process. Password requirements are visible and
validated during this process. Users may change their password on demand. MFA is
database.
Login and passwords are stored in a security database using AES-256-GCM
encryption.
Yes, TDS meets all requirements listed, except #2. We do not send passwords via
email due to the risk of compromised email accounts. Instead, we use alternative
secure methods of transport (MFA).
password management scheme? (Please provide a soft copy of the process)
scheme detail.
Vendor’s application meet these requirements?
1. First-time password must be unique to an individual and require the User to change it
upon initial login.
2. If the password is sent via plain text email to the City employee to mitigate security
exposure.
3. The City requires a first-time password to have a time-out capability of no more than 7
days.
4. The email notification must not be copied to anyone except the User.
5. The permanent/long term password must be changed frequently (at least TWICE a year)
6. Email notification must be sent to the User whenever the password has been updated.
7. User should not be able to view data or conduct business unless an initial password has
been updated with a different password.
8. The Vendor shall inform the City’s users that, when a new password is created, the User
shall not use the City’s LDAP (Lightweight Directory Access Control Protocol) password.
9. The password must have 8 or more alphanumeric (/) characters, and it must contain at
least one character from each of the bullets noted below (i.e., Each line shall contribute at
least one character):
• abcdefghijklmnopqrstuvwxyz
• ABCDEFGHIJKLMNOPQRSTUVWXYZ
• 0123456789
• !@#$%^&*()-+=`~,></\"'?;:{[}]
9.0 PASSWORD MANAGEMENT
Question
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City of Palo Alto
Information Security
Document Version: v2.7
Form: InfoSec 100
Vendor Information Security Assessment (VISA) QuestionnairePurpose: This Vendor Information Security Assessment (VISA) Questionnaire requests information concerning a Cloud Service Provider (the Vendor), which intends to provide to the City of Palo Alto (the City) any or all of the following services: Software as a Service (SaaS); Platform as a Service (PaaS); and
Infrastructure as a Service (IaaS).
Note/Instructions:
• SaaS, PaaS and IaaS are each a ‘cloud’ servicing model, in which software and database applications, computer network infrastructure and/or computer hardware/software platforms is/are hosted by the Vendor and made available to customers interconnected in a network, typically the Internet.
• This Questionnaire is for the sole use of the intended Vendor and may contain confidential information of individuals and businesses collected, stored, and used the City. Any unauthorized collection, storage, use, review or distribution may be prohibited by California and/or Federal laws. If you are not the
intended recipient of this Questionnaire, please contact the sender by e-mail and destroy all copies of the Questionnaire.
• The Vendor shall provide answers to the questions or information to the requests provided below.
• In the event that the Vendor determines that it cannot meet the City’s security and or privacy requirements, the Vendor may submit a request for an exception to the City’s requirements and propose alternative countermeasures to address the risks addressed in this Questionnaire. The City’s Information
Security Manager (ISM) may approve or reject the exception request, depending on the risks associated with the exception request.
• Security Exception Request shall be submitted if you cannot comply with this policy/requirements
• Upon receipt of the Vendor’s response, the Information Security Manager will conduct a security risk assessment, using the scoring methodology listed below:
A = Meets completely.
B = Partially meets. The Vendor may be required to provide additional requested information.
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Information Security
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longer would require access to that information or who are terminated.
(g) Provide a list of IT infrastructure components in order to verify whether the Consultant has met
or has failed to meet any objective terms and conditions.
(h) Implement access accountability (identification and authentication) architecture and support
role-based access control ("RBAC") and segregation of duties ("SoD") mechanisms for all
personnel, systems, and Software used to provide the Services. "RBAC" refers to a computer
systems security approach to restricting access only to authorized users. "SoD" is an approach
that would require more than one individual to complete a security task in order to promote the
detection and prevention of fraud and errors.
(i) Assist the City in undertaking annually an assessment to assure that: (1) all elements of the
Services' environment design and deployment are known to the City, and (2) it has implemented
measures in accordance with industry best practices applicable to secure coding and secure IT
architecture.
(j) Provide and maintain secure intersystem communication paths that would ensure the
confidentiality, integrity, and availability of the City's information.
(k) Deploy and maintain IT system upgrades, patches and configurations conforming to current
patch and/or release levels by not later than one (1) week after its date of release. Emergency
security patches must be installed within 24 hours after its date of release.
(l) Provide for the timely detection of, response to, and the reporting of security incidents, including
on-going incident monitoring with logging.
(m) Notify the City within one (1) hour of detecting a security incident that results in the unauthorized
access to or the misuse of the City's confidential data and information.
(n) Inform the City that any third party service provider(s) meet(s) all of the Requirements.
(o) Perform security self-audits on a regular basis and not less frequently than on a quarterly basis,
and provide the required summary reports of those self-audits to the ISM on the annual
anniversary date or any other date agreed to by the Parties.
(p) Accommodate, as practicable, and upon reasonable prior notice by the City, the City's
performance of random site security audits at the Consultant's site(s), including the site(s) of a
third-party service provider(s), as applicable. The scope of these audits will extend to the
Consultant's and its third-party service provider(s)' awareness of security policies and practices,
systems configurations, access authentication and authorization, and incident detection and
response.
(q) Cooperate with the City to ensure that to the extent required by applicable laws, rules and
regulations, and the Confidential Information will be accessible only by the Consultant and any
authorized third-party service provider's personnel.
(r) Perform regular, reliable secured backups of all data needed to maximize the availability of the
Services. Adequately encrypt the City of Palo Alto's data, during the operational process, hosted
at rest, and the backup stage at the Vendors' environment (including Vendor's contracting
organization's environment).
(s) Maintain records relating to the Services for a period of three (3) years after the expiration or
earlier termination of this Agreement and in a mutually agreeable storage medium. Within thirty
(30) days after the effective date of expiration or earlier termination of this Agreement, all of
those records relating to the performance of the Services shall be provided to the ISM.
(t) Maintain the Confidential Information in accordance with applicable federal, state, and local data
and information privacy laws, rules, and regulations.
(u) Encrypt the Confidential Information before delivering the same by electronic mail to the City
and or any authorized recipient.
(v) Provide Network Layer IP filtering services to allow access only from the City of Palo Alto's IP
address to the Vendor environment (primarily hosted for the City of Palo Alto).
(w) Offer a robust disaster recovery and business continuity (DR-BCP) solutions to the City for the
systems and services the Vendor provides to the City.
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(x) Provide and support Single Sign-on (SSO) and Multifactor Authentication (MFA) solutions for
authentication and authorization services from the "City's environment to the Vendor's
environment," and Vendor's environment to the Vendor's cloud services/hosted environment."
The Vendor shall allow two employees of the City to have superuser and super-admin access
to the Vendor's IT environment, and a cloud-hosted IT environment belongs to the City.
(y) Unless otherwise addressed in the Agreement, shall not hold the City liable for any direct,
indirect or punitive damages whatsoever including, without limitation, damages for loss of use,
data or profits, arising out of or in any way connected with the City's IT environment, including,
without limitation, IT infrastructure communications.
(z) The Vendor must provide evidence of valid cyber liability insurance policy per the City’s
EXHIBIT “D” INSURANCE REQUIREMENTS.
Part B. Alternate Requirements: