HomeMy WebLinkAbout2019-09-24 - AGENDA REPORTS - CONTR FOR PARKING CITATION PROCESSING SERVICES (2)Agenda Item: 9
DATE: September 24, 2019
SUBJECT: CONTRACT FOR PARKING CITATION PROCESSING SERVICES
DEPARTMENT: Community Development
PRESENTER: Denise Covert
RECOMMENDED ACTION
City Council:
Award a one year contract in the amount not to exceed $125,000 to Data Ticket, Inc., with
the option of three one-year renewals, to provide the City with parking citation processing
services.
2. Authorize the City Manager or designee to execute contract and all associated documents,
subject to City Attorney approval.
BACKGROUND
The City of Santa Clarita (City) Community Preservation Division is responsible for overseeing
activities related to parking enforcement Citywide. Parking enforcement is needed to uphold
provisions of the Santa Clarita Municipal Code and/or the California Vehicle Code. The City's
parking enforcement function is made up of two distinct elements: the issuance of parking
citations, and the subsequent processing of those citations. The City contracts with two separate
vendors for citation issuance and for citation processing. Ace Parking provides services related to
the issuance of parking citations, and Data Ticket, Inc., currently provides services related to the
processing of parking citations.
The existing contract with Data Ticket, Inc., for citation processing services will expire in
October 2019. The City is in need of a qualified vendor to provide the necessary technology,
supplies, and personnel to process the citations issued by Ace Parking. This work effort includes
online, telephonic, and U.S. Mail processing of citations and payments from violators,
management of required payments to other entities, and management of first and second level
appeals.
The City advertised a Request for Proposal (RFP), which was publicly advertised on PlanetBids
Page 1
from July 17, 2019, to August 16, 2019, and the submittal period closed on August 16, 2019, at
12:00 p.m. There were 116 vendors notified by the City that the RFP was open. The RFP was
downloaded by 20 vendors, and 4 vendors submitted proposals.
An evaluation panel comprised of staff from the City Manager's Office and the Community
Development Department scored each of the proposals using the following criteria to evaluate
each submittal:
• Proposer qualifications
• Proposer experience on similar projects and references
• Thoroughness of proposal, approach to providing services based upon the criteria in the
Scope of Work, and ability to provide services to meet objectives and standards
• Cost of materials and services provided, as well as discounts offered
Results:
Rank
Company
Location
Actual Score (60 possible)
1
Data Ticket, Inc.
Irvine, CA
49
2
Phoenix Group Information Systems
Santa Ana, CA
42
3
Duncan Solutions
Milwaukee, WI
40
4
iParq
San Diego, CA
37
The process of scoring the proposal submittals using the criteria listed above resulted in Data
Ticket, Inc., achieving the highest overall score. Data Ticket, Inc., has extensive experience in
providing administrative citation processing, parking citation processing, and parking permit
management and collection for cities, counties, universities, and other public entities nationwide.
Other cities in Southern California that have contracted with Data Ticket, Inc., for parking
citation processing services include the cities of Laguna Beach, Monterey Park, Redondo Beach,
Long Beach, Pomona, Torrance, and Bakersfield. The Data Ticket, Inc., response to the RFP can
be found in the City Clerk's Reading File.
ALTERNATIVE ACTION
Other action as determined by the City Council.
FISCAL IMPACT
Adequate funds are available in Parking Citations expenditure account 16300-5161.001.
ATTACHMENTS
Data Ticket, Inc. (available in the City Clerk's Reading File)
Data Ticket, Inc. - Cost File (available in the City Clerk's Reading File)
Page 2
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CITY OF SANTA CLARITA
Request for Proposal
Proposal # CP-19-20-03
Parking Citation Processing
Services
August 16, 2019
11:00am PST
ORIGINAL RESPONSE FILE
Submitted by:
Data Ticket, Inc.
Brook Westcott, Chief Operating Officer
2603 Main Street, Suite 300
Irvine, CA 92614
949-428-7240
Data Ticket, Inc.
(949) 428-7240
TABLE OF CONTENTS
City of Santa Clarita
Proposal # CP-19-20-03
DESCRIPTION SECTION PAGE NUMBER
TABLE OF CONTENTS 2
REQUEST FOR PROPOSAL FORM 3
INTRODUCTION 1 5
REFERENCES 2 8
Brief Summary
References
PLAN TO PROVIDE SERVICES 3 13
Supplier Responsibilities
Deliverables
SCHEDULE 4 36
PERSONNEL, EQUIPMENT, AND FACILITIES 5 38
SUBCONSULTANTS 6 43
Data Ticket, Inc.
(949) 428-7240
All "&I ff�fllklil 1,114 wil 0 k I
Parking Citation processing Services
City of Santa Clarita
Proposal # CP-1 9-20-03
Proposal responses must be uplbaded electronleady via, PlainetDids bgfqrg 11:00 AM on August 24,2029, to the
Purchasing Agent of the City of Santa Clarlta. Electronic bids may be viewed at:
Purchasing Contact:
(661) 255-4399
L Solicitation docuiments for this, proposal may be downloaded (rom the City's Purchias,inS Planet'Sids website at:
Please re,fer, to the solicitation
documents for comiplete details and piroposaill requirements.
2. Proposer shoal hancir proposal prices for One Hundred TWenty (120) dlays or for the stated contract period,
whichever is longer,
3. Proposals must include, this Request for Proposal form and be signed by the contractor's authorized
reprasentative.This, signature acknowledgesthe proposer has, read and understands the requirements
contalined on pages, I to 27.
4. The last day for questions will be August 1, 21019, 10:001 AM. Questions shoWd be submitted electronicalIN via
PlanetBl& h�lto/lwww.ol'a�nettbids.,com/"portal/pgL�Al.cfm?Com)panylDM1684010,
S. The vendor is responsibte for the accuracy and completeness of any solicitation form not obtalneld directly
frafn the, Clity,
6. 'the sperifications in this notice, shall be considered a part of any contract rnade pursuant thereto.
11 have, read,, understood, and agree to, the terms and conditions on alit pages of this Proposal. The undlersigned
agrees to furnish the commodity or service stipulated on this proposal as stated above.
company. Data Ticket, Inc. Addre%26031 in Street, Suite 30OLlryine, CA
926,14
Name (P rint): Brook W- -es1PQ1L- Company Phone No,-, 752-6�917 t249 -72401
10
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Title of Person Signing, Proposal: Chief Operating Officer
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3 1 a g e
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-1 9-20-03
AbIJENWIVI 41
for
City of Santa aarita Request for Proposais
'this addqn4um Mug bit, ROMIDWO0804 V4 Maret 814a and Should be Included wEth the b1dresponse.
The follovil"z information has been updated;a
Proposal responses must be upilloaded electronicaft"via FlaoetoWs before ILOO AM on Amgmst
16, 2ft1, to the Plurchasing Agent of the City af,Santa Cladta, Electronic blinds may be viewed at
httk,,ZjwtA,Jgr tbLr#&.
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contractor's, representative,
Company Name
MW a r-IM94A.M.
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
SECTION 1: INTRODUCTION
Data Ticket, Inc.
(949) 428-7240
Profile
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket, Inc. is a California Corporation that provides administrative citation
processing, parking citation processing and parking permit management and collection
services for Cities, Counties, Universities, Districts and other Public entities nationwide.
Data Ticket employs 54 full time Staff. Data Ticket was incorporated in California in
1989. We provide expertise to ensure that citations get processed and collected in a
timely manner for over 350 Agencies, nationwide.
Data Ticket is the City's current parking citation processing vendor. We have partnered
with the City since 2002 to provide excellent service and excellent customer service. We
have continually provided the City with enhancements and upgrades to our solution at no
cost to the City and we have continually supported the City in all initiatives, from
outsourcing parking citation issuance to switching issuance vendors to new reporting
requirements, increased training and new processing requirements.
Data Ticket's office is in Irvine, California. Work performed will continue to be handled
out of this office. Our offices are always open to our clients and we encourage in -person
communication on a regular basis. Data Ticket, Inc. is a California certified Small
Business Enterprise and a California certified Woman -Owned Business Enterprise.
Financial Stability & Capacity
Data Ticket is privately owned and operated; we have no loans or debt. All our hardware
and software are 100% owned, maintained, supported and upgraded by the company.
Data Ticket is fiscally conservative and financially sound. There are no known financial
issues that will prevent Data Ticket, Inc. from providing, implementing, and maintaining
the proposed system for the term of the contract.
All our hardware and software are 100% owned, maintained, supported and upgraded by
the internal staff members.
In summary, we are fiscally conservative and financially sound, consistently planning for
the future and ensuring that our research and system upgrades keep us at the forefront
of the industry and provide our clients with fully tested, stable, leading edge technology
and services.
Strength and Stability Organizational Structure
Data Ticket understands that our service and technology offerings are only as good as
our Staff. It is our goal with each client to ensure we have a partnership based on solid,
effective communication.
We have found that our Staff is most effective when everyone has been cross trained in
at least one area outside their core responsibility. This model provides us with the
greatest flexibility and the highest ability to meet our clients' needs. Using this model, we
have never missed a go live data or a conversion date.
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
General Work Experience Relevant to the City's Scope of Work
Data Ticket has a vast amount of experience that relates directly to the City's Scope of
Work because we are currently performing the Scope of Work. The items identified in the
scope of work are all currently items performed for the City. In fact, we believe we are
providing additional functionality and enhancements than currently being required in the
City's Scope of Work.
Data Ticket takes a lead role in all the projects we undertake. Our unique role in the
parking citation processing industry affords us the opportunity to be an aggregator of
data for our clients. Naturally each of our clients focus on their own data, their collection
rates and the trends they have tracked historically over a specified period of time. Data
Ticket, on the other hand has access to over 350 clients' data. This means we can focus
on all data to identify trends in the industry, trends within a specific demographic, trends
within a specific geographic location, and more. Moreover, we can utilize our research to
educate our clients on best practices that will increase customer satisfaction, decrease
customer complaints, increase compliance and increase collection rates.
Our clients find we act both as a consultant and a parking citation processing vendor. We
offer a wealth of knowledge on processing, integrations, additional service offerings and
process improvements.
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
SECTION 2: REFERENCES
Data Ticket, Inc.
(949) 428-7240
Brief Summary
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket, Inc. appreciates the opportunity to respond to the Request for Proposals to
provide parking citation processing services for the City of Santa Clarita. Data Ticket has
been providing parking citation processing for over 30 years. Data Ticket is the City of
Santa Clarita's current parking citation processing vendor. As such we are uniquely
positioned to provide the City with uninterrupted service.
Data Ticket's parking citation processing services are offered to clients nationwide, with
clients located in California, Florida, Illinois, Washington, Washington DC, among others.
Data Ticket is the only local parking citation processing vendor that processes citations
for clients nationwide.
Data Ticket has read, understands and will comply with all terms and conditions of the
RFP as outlined in the RFP and as outlined in our response.
We believe we are the most qualified vendor to continue to provide the customized,
flexible, progressive hardware and software the City requires. Through our response,
Data Ticket will prove to the City of Santa Clarita that we will provide:
• Exceptional customer services to the City and the City's Customers
• "Living" software that is consistently enhanced to provide the most advanced features
in the industry at no additional cost
• A comprehensive and cohesive experience for the public
• Consistency in messaging and transparency in processing and services to provide an
effective, efficient Solution
Brook Westcott, Chief Operating Officer for Data Ticket has full authority to negotiate
with the City of Santa Clarita and to execute on behalf of Data Ticket an agreement that
may result from such negotiations. Data Ticket, Inc. is a California Corporation, a
California Certified Small Business Enterprise and a California Certified Woman -Owned
Business. Our legal headquarters is located at:
Data Ticket, Inc.
2603 Main Street, Suite 300
Irvine, California 92614
can be reached directly at (949) 428-7240, via fax at (949) 281-3195 or via email at
BWestcottp_DataTicket.com. Additionally, I can be reached via our Client Services
Department at ClientServices@DataTicket.com.
Data Ticket has not simply proposed to provide hardware and software for the City. We
have proposed a complete Solution, inclusive of hardware, software, services and
people, to ensure that throughout the life of the contract, the City's requirements are
always met.
We believe Data Ticket is the most forward -thinking citation processing vendor in the
industry. Our business model is simple:
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
• We offer our software and our services to our clients at fair prices
• We offer "living" software that is consistently enhanced to provide the most advanced
features in the industry
• We offer services to our clients and to their customers to create a cohesive
experience for the public regardless of communication points
• We believe that consistency in messaging and transparency in processing and
services is the key to an efficient, effective citation processing program
References
Per the City's requirement, below and on the following pages, we have provided the
following references for the City's review.
Reference #1
Customer Name
City of Laguna Beach
Purpose of Reference:
We have selected the City of Laguna Beach as a reference for the City because Data
Ticket was awarded the contract in 2013.
The average annual cost to the City is $108,000, inclusive of contingency based
collections and handheld ticket writers and handheld ticket writer ticket stock.
The cost of doing business with Data Ticket is less than 5.5% of gross revenue.
Project Description:
Handheld Ticket writers - Data entry of manually issued citations
RO Acquisition - AB 503 Management
Online Appeals - Customized Noticing
Out of State Collections - Payment processing
FTB Processing - Refund issuance
CA State Surcharge Issuance - Customer Service
Escrow Banking Services - Delinquent Collections
Project Start and End
September 2013 to current
Dates
Contact Individual
Jim Beres, Civilian Services Administrator
email Address
JBeresp_LagunaBeachCity.net
Address
505 Forest Avenue I Laguna Beach, CA 92651
Telephone:
(949) 464-6669
Data Ticket, Inc.
(949) 428-7240
Reference #2
City of Santa Clarita
Proposal # CP-19-20-03
Customer Name
[City -of Pomona
Purpose of Reference:
We have selected the City of Pomona as a reference for the City because Data Ticket was
awarded the contract in 2017 for parking citation processing and has been working with
the City processing administrative citations since 2012.
The average annual cost to the City is $170,000, inclusive of contingency based
collections.
The cost of doing business with Data Ticket is less than 4.05% of gross revenue.
Project Description
Handheld Ticket Writers - Data entry of manually issued citations
RO Acquisition - AB 503 Management
Online Appeals - Independent Hearing Officers
Out of State Collections - Payment processing
FTB Processing - Delinquent Collections
CA State Surcharge Issuance - Customer Service
Customized Noticing - Adjudication Letters
Refund issuance - Escrow Banking Services
Project Start and End
Continuous since February 2017
Dates
Contact Individual
Alyssa Bostrom, Sergeant
email Address
Alyssa Bostromp_ci. Pomona. CA. US
Address
490 W. Mission Blvd, Pomona, CA 91769
Telephone:
(909) 620-2048
Data Ticket, Inc.
(949) 428-7240
Reference #3
City of Santa Clarita
Proposal # CP-19-20-03
Customer Name
City of Monterey Park
Purpose of Reference:
We have selected the City of Monterey Park as a reference for the City because Data
Ticket was awarded the contract in 2018 through a competitive RFP process.
The average annual cost to the City, including contingency based collections, is $55,000.
The cost of doing business with Data Ticket, inclusive of handheld ticket writers and ticket
stock is less than 4.5% of gross revenue.
Scope of Work:
Handheld Ticket Writers - Data entry of manually issued citations
RO Acquisition - Customized Noticing
Online Appeals - Payment processing
AB503 Management - Refund issuance
CA State Surcharge Issuance - Adjudication Letters
Out of State Collections - Delinquent Collections
Escrow Banking Services - Customer Service
Project Start and End
October 2018 to current
Dates
Contact Individual
David Elliott, Sergeant
email Address
DElliott _MontereyPark.ca.gov
Address
320 W. Newmark Avenue Monterey Park, CA 91754
Telephone:
(626) 307-1481
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Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
SECTION 3: PLAN TO PROVIDE SERVICES
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Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
Our approach to citation processing is continually evolving. We have been processing
parking citations for 30 years. We use our experience and expertise to continually
improve our software and our services so that our partnerships with our Clients continue
to evolve and grow.
Data Ticket's Citation Management Solution is available to the City via a 100% web -
based solution. We are the leader in the industry with regard to our customer service,
industry knowledge and willingness to partner on every level with our Clients. Since we
have the benefit of processing for many agencies across the United States, we have the
access and ability to observe and understand "best practices" in the industry and to
share those best practices with our Clients. We partner 100% with our Clients to meet
and exceed their needs and we expect our Clients to rely on us for our expertise.
Data Ticket offers several models to continue to meet the City's Citation Management
Processing requirements. These models range from Data Ticket performing all services
in-house to the City performing all services in-house to a combination of sharing or
dividing tasks and services. Based on the City's RFP, we understand the City wishes to
continue to provide the highest level of customer service
The table below represents our suggestion only of how we believe the daily citation
processing and collections responsibilities can continue to be shared to maximize the
efficiency of the process. Again, all services can be reviewed individually and the City,
Data Ticket or a combination of both can perform each service.
Functionality
City Personnel
Performs
Data Ticket
Performs
Data Entry of Manually Written Citations
Automated Electronic Transmission of Citations
Real-time automated registered owner retrieval
Generation, printing and sending notices
View photos, videos and voice recordings of citations
in the format in which they are sent
Automated Bail Escalation
Automated management of the FTB and Delinquent
Processes
Place citations on adjudication holds and scan all
supporting documentation
Enter 1st Level Dispositions
Send all Adjudication Letters
Schedule 2nd Level Hearings
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Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Functionality
City Personnel
Performs
Data Ticket
Performs
Enter notes to be viewed by the City and Data Ticket
Handle Customer Service, including IVR and live, bi-
lingual customer service phone lines
Supplier Responsibilities
Data Ticket is currently providing Parking Citation Processing services to the City of
Santa Clarita. All City Personnel and citation issuance officers have been trained and are
using the Solution as designed. Below and on the following pages, we have provided the
City with detailed information on the services and solution currently utilized.
Processing Services
Data Ticket understands the City requires a parking citation processing vendor who will
continue to provide City Personnel with the ability to utilize a fully hosted solution to
manage citations. This approach alleviates the use of any City IT resources that are
responsible for supporting and maintaining any hardware of software.
We understand the City is looking to find a Solution and a Solution Provider that will
combine technology and services to provide the highest level of service. Given that, we
will..
• Data enter manually issued parking citations
• Provide for the electronic transfer, wirelessly, of electronically issued citations
• Provide handheld ticket writers and citation issuance software that provides features
that expedite the citation issuance process, provide for increased Officer safety, and
increase citation issuance accuracy
• Provide for the receipt and data entry of payments received via US Mail
• Acquire, real-time, CA registered owner information
• Acquire, real-time, out of state registered owner information
• Send daily noticing processes for all regular notices
• Provide live, bi-lingual customer service representatives knowledgeable in how the
City handles all customer service -related issues
• Provide for the call recording of all inbound calls that can be provided to City
Personnel upon request
• Provide a multi-lingual Interactive Voice Response System that provides the City's
residents and visitors with real-time information regarding their citation(s) as well as
the ability to pay, 24/7
• Provide a customizable website that provides the public with the ability to lookup, pay
for and appeal their citation(s) online
• Process all payments and transactions real-time
• Customize user access levels for City Personnel to access the Solution
• Provide extensive, customizable reporting features that allow Personnel to create,
save and share custom reports
• Provide full -service citation processing, including daily processing, delinquent
processing and the use of the Franchise Tax Board's interagency intercept program
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Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
• Provide robust disaster recovery procedures and a fully redundant Solution to avoid
the loss of any data
• Provide a complete and detailed audit trail at the citation level for every transaction in
the Solution
• Provide a fully staffed, knowledgeable Staff that can share in the responsibilities of
daily citation management
• Share best practices that are communicated to the City on a consistent basis to
ensure processing is as efficient and effective as possible
• Provide a full -service Adjudication Department that will place citations on hold,
schedule hearings, scan all received documentation into the Solution and attach it for
City review
• Scan all received envelope and payment back-up
• Provide for the implementation of a customized Permit Solution
• Provide for all customer service as it relates to permits, if so desired
Data Ticket's management philosophy and approach to each project we undertake is to:
• Represent each client as they would represent themselves if they were providing the
same or similar citation and permit management services in-house
• Provide progressively advanced hardware and software, so that our clients have
reports and information available as they need
• Provide professional and well -trained staff to service our clients and their customers
• Provide maximum revenue collections for our clients, politely and proficiently
Citation Reconciliation
Data Ticket will provide online reporting that details all citations sent to and processed by
Data Ticket, including monthly statistics on citations, voids, adjustments, dismissals,
corrections, adjudication, payments and other relevant information received and
processed.
Data Entry from Handwritten Citations
Data Ticket's in-house Mail Department accepts, data enters, and updates manually
written citations Monday — Friday from 7am -5pm, Pacific. Manually issued citations can
be sent to Data Ticket via email, regular US Mail, FedEx or some other expedited mail
delivery service. If received via paper, the citations will be opened, batched and provided
to our in-house Data Entry Department.
If manually written citations are emailed to Data Ticket, the citations will be opened,
keyed and a confirmation email will be sent to the City indicating the citations were
keyed.
All manually written citations are keyed and available within our Solution in 24-48 hours
of receipt. These citations are scanned and stored on our network for any period defined
by the City. Once scanned, the physical copies of these citations are destroyed.
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
In the event a citation cannot be entered for any reason, our Data Entry Manager will
email the appropriate City contact to advise of the citation and the reason the citation
cannot be entered.
Registered Owner Name Retrieval
Our Solution is online with California DMV for registered owner information and has been
for the past 30 years.
We are the only vendor in the industry who, within 1-2
minutes of receipt of a citation, obtains CA registered
owner information via an online connection with CA
DMV.
In addition, our Solution provides for the ability for City
Personnel to lookup a license plate and/or VIN, real-time
at CA DMV, thus removing the reliance on CLETs for
non -sworn Officers. No other vendor offers this service.
Our in-house Operations Department reviews all citations daily that are returned as a
make/mismatch from DMV. In the event a Make Mismatch occurs, the citation is
automatically placed on the real-time Make Mismatch report available to the City 24/7.
Our Operations Department reviews all "No Hits" to ensure the data provided on the
citation is accurate. In addition, Data Ticket provides our Clients with a real-time report
where they can view all citations for which a "No Hit" was received. Finally, Data Ticket
attempts to obtain a registered owner once every 30 days for 6 months from all DMVs to
ensure we obtain a registered owner as soon as one is available. In addition, we will also
resubmit citations upon request to determine if a registered owner is available.
Out -of -State Registered Owner Information from State DMV
Data Ticket obtains registered owner information for out-of-state
plates utilizing a combination of direct access methods for states
like Arizona, Florida, Illinois, Maryland, North Carolina, Nevada,
Ohio, Oregon, Pennsylvania, Texas and a variety of others.
� r Tranmpourta lg
In addition, we utilize NLETs to obtain out of state registered
owner information from states that do not provide direct access
7"ex�s
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Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
NLETs functions much like a CLETs interface whereby Data
Ticket has access to out-of-state registered owner information
24/7, compared with dependence on each individual state.
Mail Collection Letters
Data Ticket currently sends a 1 st Courtesy Notice for unpaid parking citations at citation
date + 21 days. The timing of this 1st Courtesy Notice is completely up to the City;
however, most Agencies have Data Ticket send this notice at Citation Date + 21 Days.
This notice, per California Vehicle Code, provides the recipient with 14 days to pay or
appeal the citation without incurring any penalties.
Once the 1st Courtesy Notice is sent and the citation rolls to a Delinquent Status, Data
Ticket will send an additional 3 notices, starting at day 92. Each notice is sent 30 days
apart. Following the Delinquent Noticing process, Data Ticket recommends sending a
Franchise Tax Board Notice. This Notice is required if the City elects to participate in
Franchise Tax Board collections.
CA DMV Registration Holds / Releases
Real-time, through our online connection with DMV, Data Ticket places California
registration holds and releases. In addition, our connection to California DMV is different
from the City's current vendor and many other vendors. Our connection automatically
provides us with next day confirmation that a registration hold or release was
successful.
Data Ticket Staff also places holds and releases manually. In the event the City requires
a manual hold or release be placed, that will be processed the same business day the
request is received.
Other processing vendors do not get that confirmation until the monthly DMV file is
provided by DMV. This significantly impacts the ability to process holds and releases
effectively as it means there could be up to 4 weeks of duration before the City can be
guaranteed a hold or release was successful.
Automated Processing of Administrative Review Requests (Appeals)
Data Ticket is the only citation processing agency that has a 100% dedicated Appeals
Department that focuses all its time on 1st level Administrative Reviews and 2nd level
Administrative Hearings.
Each member of this Department has gone through the California Public Parking
Association's administrative review and hearing officer training and each member
attends an annual review course provided by the CPPA.
Our Solution offers for a 100% paperless adjudication process that allows the City,
Appellants and Data Ticket to manage the adjudication process from start to finish.
Those citations that are appealed via US Mail are placed on hold by our Appeals
Department and all documentation received is scanned and attached to the citation. This
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Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
means City Personnel will simply login to our Solution to view all citations on a 1st Level
Review Hold and view all supporting documentation,
After a disposition has been entered, our Solution will automatically generate a
disposition letter and, based on the date and time the disposition is entered, it will either
be mailed via first class mail the same day or the following day.
Our Solution provides our Clients with the ability to view and reprint adjudication letters
at any time directly from the Internet. In addition, City Personnel will have access to
generate a real-time report that provides details on all Adjudication related matters. This
report may be run at any time for any timeframe.
Our Solution stores all historical data regarding a citation; in addition, once a citation
record is created in the system, we will not purge this record from our database, ever.
This is important as many citation processing agencies purge data after a period to
reduce the amount of data on their servers. Data Ticket believes the City's data should
be made available to the City if the City is a Client.
Administrative Hearings (Adjudication Services)
Our Solution provides for a completely paperless Administrative Hearing Process if so
desired. The City, Appellants and Data Ticket will be able to manage the Hearing
process in much the same way 1st Level Reviews are processed.
Administrative Hearings requested via our Solution will have all supporting
documentation attached to the citation. Similarly, Administrative Hearings Requests
made via US Mail will be processed the same day received, supporting documentation
will be attached to the citation and the citation will be placed on an Administrative
Hearing Hold.
Our Adjudication Department will work directly with City Personnel and the selected
Hearing Officer to schedule Hearings to be performed in Person. Our Solution also
supports Administrative Hearing Requests to be performed via paper and via the phone.
Concluding the Hearing, the Hearing Officer will simply enter their disposition into our
Solution and we will be responsible for sending the disposition letter via first class mail.
All Hearing Schedule Letters and Hearing Disposition letters will be attached to the
citation record in our Solution, so City Personnel can view all documentation in a single
location.
Our Solution provides our Clients with the ability to view and reprint adjudication letters
at any time directly from the Internet. In addition, City Personnel will have access to
generate a real-time report that provides details on all Adjudication related matters. This
report may be run at any time for any timeframe.
Payment Processing
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket provides for the acceptance of payments via US Mail. Correspondence and
payments accepted via our Newport Beach PO Box are picked up daily by 7.00am and
delivered via a bonded, insured courier to our office for processing.
All incoming mail is sorted, opened and batched by postmark or received date,
depending on the City's requirements.
Payments received via US Mail are processed in-house and deposited within 24 hours of
receipt. As payments are made, the City will have access to real-time reports, available
24/7 and reflecting each payment. Daily and monthly, Data Ticket reconciles deposits
made to ensure all payments have been properly accounted for.
All backup received with payment data is scanned and stored on our network for as long
as the City is a Client. In addition, all bank deposit information will be stored on behalf of
the City for as long as the City requires.
Our Solution accepts Visa, MasterCard, Discover and American Express credit / debit
cards via the Internet, our bi-lingual automated voice response system (IVR), via our live,
bi-lingual Customer Service Representatives and via Client specific locations.
Online payments are authorized and processed real-time and the Citizen is provided with
a confirmation number that matches the real-time authorization number. Our website and
IVR will be available to the City and its Customers 24/7. We do not have any scheduled
downtime during which our Solution is not available.
Our live, bi-lingual Customer Service Representatives are available Monday — Friday
from 7am — 5pm Pacific. Our Solution is PCI Compliant to provide the City and the public
with the peace of mind that our Solution is hacker -safe and credit card information is kept
in the highest regard.
Payments received and processed via check, cash and money order can either be
deposited into the City's bank using a courier or they can be deposited into the City's
bank using Check 21 or remote check deposit.
Additionally, the City may elect to utilize an escrow bank account. If the City elects to
utilize an escrow bank account, daily all checks and money orders will be deposited
directly into the escrow account using Remote Check Deposit (RCD).
Weekly, Data Ticket's Accounting Department will reconcile the account and issue
refunds to those individuals who are due a refund. Additionally, the account is reconciled
at month -end using the funds in the account to pay the Data Ticket invoice, pay the
City's County / State surcharges, and issue a check or wire to the City for the net
collections. Finally, credit / debit cards accepted are reconciled and disbursed at month -
end.
Correspondence Processing
Data Ticket will be responsible for the receipt and processing of all correspondence
received. Our in-house Mail Department will be responsible for the receipt, tracking and
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
processing of all inbound correspondence via US Mail. The Mail Department will ensure
all received correspondence is provided to the correct department for processing and
that all correspondence will be processed within 2 business days of receipt.
Data Ticket will always seek approval from City Personnel on all standard forms, notices
of delinquent violation and correspondence. All forms and correspondence do and will
continue to meet applicable State and Federal laws. If the City would like to view copies
of our standard correspondence letters, we are happy to supply them upon request.
Reporting
Parking citations generate a tremendous amount of data. That data is only useful if you
have the right tools to report on that data. Our Solution provides for over 200 reports that
can be run real-time for any time -period required. While this sounds impressive, we
realize not all Agencies have the time to run reports. Our Client Services Department will
gladly provide any reports required at any time to the City. It's just part of the exceptional
Customer Service we provide.
If City Personnel choose to run reports, all of Data Ticket's reports are available online.
There is no limit to the amount of reporting the City can generate. In the event the City
ever requires a custom report or additional fields or optional criteria on a report, we will
gladly add the custom report, field or optional criteria at no charge.
On the following pages we have provided an overview of a small sampling of the
reporting we provide to City Personnel online. Below is a screen shot of our Reporting
Home page that displays citation statistics in a graphical manner for our clients. As you
can see from this screen shot, a dropdown box is provided in the top right corner that
allows the user to select the month that he/she wishes to view. In addition, this screen is
configurable to display a variety of statistics.
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21 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Our Solution provides the ability to select from Standard Report, Permit Reports,
Adjudication Reports and My Reports. Below and on the following pages, we have
provided samples of some of the available reports. Each of these reports can be
generated in Summary or Detail mode, depending on the user's requirements.
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ALL IMAGES PROPRIETARY AND CONFIDENTIAL TO DATA TICKET, INC.
22 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
Daily Posted by Client (Summary):
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City of Santa Clarita
Proposal # CP-19-20-03
Again, these are simply samples of the over 200 reports available for City Personnel to
generate, save, print and share.
Our Solution will continue to provide the City with the most advanced reporting
capabilities using our Report Generator feature. This feature provides City Personnel
with the ability to select a "Standard Report" or to select a "Data Grouping" and create
custom, real-time reports. These reports can be saved, shared amongst co-workers, or
just run and viewed.
In addition to our Standard Reports, Data Ticket's Solution provides a Report Generator
feature online which provides our Clients with the ability to create, save and share
custom reports. On the following page we have provided an image of our "Report
Generator" capability. This capability provides City Personnel with the ability to select a
"Standard Report" and set Optional Criteria, as well as drag and drop Report Columns
into and out of the report. If you choose, you can also start with a "Data Collection" and
create a totally custom report.
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23 1 IC: a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
Once you have created a report you would like to run on a regular basis, you can save
the report to a "My Reports" menu that then allows you to delete, clone or share the
reports amongst co-workers. On the following page you will see an image of a user who
has created custom, saved reports.
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Toll -Free Telephone Service / Customer Service
Data Ticket provides to each of our Clients an in-house, bi-lingual Customer Service
Department that is available M — F from 7am — 5pm Pacific. Each call received or made
via our Customer Service Representatives is recorded and each call, upon request from
the City, can be sent to the City for review.
Data Ticket offers several toll -free numbers available to Customers for inquiries. The
difference in the numbers provided helps us better understand what types of questions
an individual may have. For example, we have toll free numbers for current citation
information and delinquent toll -free numbers, as well as Adjudication toll free numbers.
Based on the number dialed, our Customer Service Representatives can view on their
phone the type of call coming in and are better prepared to answer questions specific to
the caller's needs. Our Customer Service Representatives are trained to answer all
questions regarding the City's general administrative citation policies and procedures. In
addition, our Customer Service Representatives are required to treat everyone as the
City would treat them and to act as an extension of the City.
Data Ticket resolves all simple individual inquiries on the date of the call. We do not
carry over into a second day to resolve issues, nor do we request that an individual call
back. We will happily call back any individual who requires a follow-up to the initial call.
Should an inquiry require additional research, such as a call to the City or some other
task, Data Ticket will close the issue within 2 days of the initial call.
241 IC: D a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
In addition to our live Customer Service Representatives, we offer a bi-lingual Interactive
Voice Response System that is available 24/7 for Customers to get general and citation
specific information, as well as to pay for their citation. Finally, Data Ticket provides a
toll -free bi-lingual line directly to our Adjudication Department to handle all adjudication
related questions.
Custom Notices and Letters
At no extra cost, Data Ticket will provide postage, correspondence and all standard
forms to meet all applicable State and local laws and regulations regarding citation
processing and adjudication.
All notices and letters will be mailed daily, Monday — Friday, via first class mail and all
correspondence will be hyperlinked online to the citation to which it applies so City
Personnel can view and reprint correspondence at any time.
Online Inquiry Access
Data Ticket's Citation Management System is 100% web based. The entire system is
accessible using individual usernames and passwords. Any City Personnel with access
to the Internet and a web browser may access the system using a unique username and
password that will be set up during the implementation phase. In the event new
individuals require access to the system or individuals with existing access need their
access level modified, Data Ticket will update the access levels the same day the
request is made at no cost to the City.
Access by City Personnel is granted by a citation number, notice number, vehicle license
number and State, name, or VIN. Data displayed once a valid search criterion is used is:
• All citation level information that was entered on the citation, including VIN
• All photographs, videos and voice recordings taken at the time of the citation
issuance and transmitted to Data Ticket
• Current status of the citation, provided in bolded text
• DMV Inquiry date and hold and release information and dates, including registered
owner information, with address and registration expiration date
• Delinquent notice history, including date sent, date due, address sent to, registered
owner, make of the vehicle and amount due
• Adjudication history, including date the citation was placed on a review and hearing
hold, date hearing was scheduled for, date hearing schedule letter was sent,
judgment, date judgment was entered, date judgment letter was sent, disposition
information, hearing officer name, complete appeal description, images attached as
part of the adjudication process and a complete description of the reason for appeal if
the appellant appealed online
Payment information, including payment type, payment received date, check date,
check number, deposit date, payment location, amount paid and returned check date
or credit card chargeback date
Penalty history including penalty date, penalty amount
Registered owner information as provided by DMV, including registration date and
any names listed on the registration, VIN, make and model
25 1 IC: a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
• All phone notes as entered by our Customer Service Representatives and any other
personnel who have a username and password
• The number of citations for each registered owner and the number of citations issued
for each state / plate
• Vehicle registration history
• A complete audit trail of the citation, including a username and date for every
transaction
• Citation simulation for reproduction and printing at the Authority
• Scanned images related to Adjudication, payment backup and other matters
During the implementation phase and throughout the life of the contract, the City will
have the opportunity to define the user access levels for everyone provided with access
to the system. Access to the system by the City includes the ability to:
• Enter voids with reason codes or full comments
• Enter dismissals with reason codes or full comments
• Enter letter data with the ability to add custom notes
• Place holds (extensions) on citations and enter a hold date and a reason
• Enter promissory notes with extension dates
• Enter review and hearing notices and comments
• Enter review and hearing dispositions, including notes and comments
• Enter or request citation data corrections
• View photos of the violation in the format they are sent
• Enter phone notes to be viewed by the City and Data Ticket only
• Enter or request citation data corrections and violation changes
• Reduce citation dollar amounts
• Enter refunds performed at the City
• Enter NSFs received by the City
• Enter payments taken at the City
• View a complete adjudication history, including supporting documentation
• Enter dispositions related to Administrative Review Requests and Administrative
Hearings
• Generate, print and re -print Adjudication letters
• Print receipts for citations that have been paid
In addition, our website provides a complete audit trail of the registered owner and any
changes made due to a release of liability, a change due to a renter or lessee, or any
other change. Finally, City Personnel will have the ability to view a complete audit trail for
every citation in the system.
Support
Data Ticket provides support Monday — Friday from 7am — 5pm. In addition, cell phone
numbers and email address will be provided to the City for afterhours needs. Data Ticket
fully supports our Clients throughout the entire project lifecycle. Our Solution does not
ever go unsupported and our Clients are never on an `old', `outdated' or `unsupported'
Solution. On -going support and training are provided to each of our Clients via in person
sessions, phone sessions and web-conferencing sessions.
26 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
Franchise Tax Board
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket has the longest record of any parking vendor for working with the Franchise
Tax Board for placing parking and administrative debts. In addition, Data Ticket absorbs
all costs associated with working with the FTB, rather than passing those along to the
City. This is a unique feature only Data Ticket offers.
As part of our regular process, we update FTB weekly to make sure all paid debts are
credited, and all new debts are updated to FTB. This effort is time consuming and very
detailed, but we find it garners the largest return on investment for our clients.
All 3 of the references we provided to the City utilize Franchise Tax Board Collections via
Data Ticket's full -service solution.
Collection Services
Data Ticket's Solution and Staff expertly handle Advanced Delinquent Collection
services for our Clients as a final option to recoup outstanding citations. During this
process, additional notices are sent, all inbound and outbound Customer Service calls
are handled, and an integrated partner performs skip tracing and outbound dialing. In
addition, through this service, all reporting is provided monthly and all transactions are
provided in our online Solution, thus providing the City with a single system of record.
Postal Increases
Data Ticket understands that in the event of a postal increase, we may request an
adjustment in fees to offset the postal increase. Further, we understand this request
must be done in writing.
Network Infrastructure
Data Ticket owns operates and updates all our hardware and software on -site in Irvine,
California. We do not outsource any part of our infrastructure. Data Ticket maintains our
parking citation management system database and physical system security in a manner
that provides complete confidentiality and protection from unwanted access.
PCI Compliance
Data Ticket's Solution is Payment Card Industry (PCI) certified and our Solution is
subjected to both quarterly, scheduled scans of our database as well as unscheduled
scans, thus providing the ultimate security for our Clients and the public. In addition, we
are the only vendor in the industry that is SOC 2 Type 2 Compliant.
Security Policy
Data Ticket's website is housed on a secure Windows 2012 server with the following
security precautions:
o The server is behind the Cisco firewall
o Integrated security is employed between the IIS and SQL servers
o All passwords are encrypted
o Several pages on the website are encrypted using a strong, 256-bit encryption
scheme from VeriSign services
o Nightly backups are made in the event of a hacker accessing the web server
27 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
o Data is not kept on the web server, and hacking into the data server is virtually
impossible
In addition, our website provides a complete audit trail of the registered owner and any
changes made due to a release of liability, a change due to a renter or lessee, or any
other change. Finally, City Personnel will have the ability to view a complete audit trail for
every citation in the system.
Throughout the life of the contract, the City will retain all ownership of the data and at no
time is the data considered property of any entity other than the City before, during and
after the life of the contract
Data Backup
Data Ticket performs automated backups daily and removes all backups to an offsite
location. Our complete disaster recovery plan will be provided upon request.
Our citation management system employs a wide variety of safety measures to be
prepared for the eventuality of an emergency or disaster. All data is backed up off -site
daily to be prepared for disaster recovery.
In the event of an earthquake, fire, flood, hurricane, evacuation, bomb, blackout, theft,
riot, or any other emergency or disaster, the following procedures will be used to restore
data and hardware. Should the City require viewing our detailed disaster recovery plan,
we are happy to provide it upon request.
Citation Issuance Application
Data Ticket has read and understands the City's requirements for a citation issuance
application. All requirements identified in the City's RFP will be met by Data Ticket's
Solution.
All handheld software is developed, owned and fully supported by Data Ticket, Inc.
Should the City need to replace or repair a unit, we have dedicated handheld resources
available to you for troubleshooting, repairs, upgrades, general question inquiry and
technical support.
Below and on the following pages is a short list of the features available in our citation
issuance application:
o Live, Wirelessly Enabled Software — Citation data is transferred wirelessly to our
solution using either an automated transmission mode or a batch mode. No
workstation or software is required to wirelessly transmit citations to our Solution.
o Cite by Voice —Officers can speak an entire citation and not once user a keyboard
or stylus to issue a citation.
o License Plate Translation — Officers can take a picture of a license plate and the
handheld software will translate the license plate into the license plate text field on
the citation and attach the plate image to the citation.
28 1 IC: a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
o Immediate Payment — Because our handheld units transmit citations in real-time,
citation recipients can immediately pay on their cell phone, PDA, PC or other internet
connected device.
o Bar Code / OCR Scan Line Usage - Our handheld software utilizes the printing of
barcodes and OCR scan lines to better integrate our client's financial and or
cashiering systems and eliminate data entry by cashiers.
o Real -Time Scofflaw / VIP Alerts - Officers in the field can be notified by a visual and
audible alert when a license plate is a scofflaw (habitual offender) or is on a VIP list.
o Pre -population of Citation Data — Upon entering a license plate number if the
vehicle has been cited in the past, the vehicle information including the make, model,
VIN, and color will be pre -populated on the citation
o Prior Citation Look -up — Upon entry of a license plate that has been cited in the
past, the Officer will be alerted to the number of and types of violations issued in the
past and the amount owed, if any. In addition, the citation information is used to pre -
populate the current citation, saving the Officer valuable time.
o Electronic Chalking — Officers can perform electronic chalking that alerts them of a
violator, automatically.
o Integrated Video Recordings, Audio Recordings and Pictures — The android
based software solution includes the ability to capture video, audio and pictures and
transmits them at the time the citation is transmitted. These items are then displayed
to City Personnel when viewing the citation online.
o GPS — Wirelessly enabled citation writers can utilize the built-in GPS capabilities that
provide for tracking of each device, as well as tracking and images of citation
issuance areas.
o SOS Calls — Each handheld is programmed with an SOS button that when utilized
sends, via a group or single text or via a group or single email address, the GPS
Coordinates of the handheld along with an image of a map and the exact location of
the handheld. This feature is used in the event an Officer requires immediately
assistance.
o Multiple Violation Issuance — If authorized by the City, Officers can issue an
unlimited number of violations per citation. Should the City require the ability to issue
more or fewer violations per citations, a simple configuration change will update the
handhelds immediately.
o Warning / Courtesy Notice Citations —The Solution provides Officers with the
ability to issue warning or courtesy citations, as well as track those citations.
o Issuance Mapping — Our Solution can track the issuance of citations and display
that in map format to understand what types of violations are being issued and where
they are being issued. An image of this feature is provided below.
If the City elects to use one of our handheld units that can capture the GPS coordinates
(latitude and longitude), City personnel will have the ability to view a Geo Mapping
Report.
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
The Geo Mapping Report provides users with the ability to view citations issued within a
specific timeframe, including the status of the citation. As you can see in the image
below, the map displays violations by color and provides the ability to zoom in and out of
an area, as well as to click on a citation and have it take the user directly to the citation in
question.
Sample Geo Mapping Report:
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30 1 IC: t a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
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Integrations with Other Vendors
We value our Clients and we support their entire Parking Program. This often means
integrating with other vendors utilized by our Clients. While other vendors may charge for
integration efforts, we will never charge a client for any integration, ever. Below are
some of the vendors with whom we have active integrations.
p"."s Mobile EVEPAX
PROPRIETARY AND CONFIDENTIAL TO DATA TICKET, INC.
Citation Transmission
Below and on the following pages we have suggested several different handheld options.
While there are many methods for sending citations to our Solution, most Agencies elect
for a data plan so Officers can wirelessly transmit citations from the field, simply by
pressing the "Print" button at the end of issuing a citation.
31 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
If the City elects not to move forward with a data plan, Officers can still send citations
wirelessly by accessing a WiFi connection in a local area but to receive updates to the
handheld software, a Secure WiFi Connection or data plan will be required.
Handheld Citation Hardware
Data Ticket has read and understands the City's requirements regarding handheld
citation equipment. All requirements identified in the City's RFP will be met by Data
Ticket's offerings. Data Ticket offers our Clients a range of handheld ticket writers to
select from which exceed the City's needs. On the following pages, we have provided
descriptions of the hardware we believe will be most effective for the City.
If City Personnel do not see the unit they would like to utilize, we are happy to work with
the City to determine which unit(s) the City prefers and install our Handheld Citation
Issuance Application on the preferred solution.
Additionally, the City will not be confined to selecting a single handheld unit. A
combination of units may be utilized across issuing Officers to accommodate each
Officer's needs.
The units offered below are:
o Samsung Galaxy S8 Plus — This unit is being used more frequently by Officers
because of its flexibility in offerings. The units typically act as phones, are capable of
texting and are generally very easy to use as many Officers carry a similar device
today. In addition, the screen is typically larger than the more ruggedized devices.
These units are two-piece units that connect to a separate printer via a Bluetooth
connection.
o Samsung Galaxy S9 Plus — This latest unit to join the market provides the additional
feature of being water resistant. The units typically act as phones, are capable of
texting and are generally very easy to use as many Officers carry a similar device
today. In addition, the screen is typically larger than the more ruggedized devices.
These units are two-piece units that connect to a separate printer via a Bluetooth
connection.
o N5 Print — This unit is a single piece unit that incorporates a Samsung Android
Device and a printer to provide those Clients looking for a single piece unit combined
with the Android Operating System.
On the following page, we have provided a brief comparison of the units provided so City
Personnel can easily compare each unit against the other. If the City is interested in a
particular unit we have not presented, we are more than happy to provide that option.
32 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Item
Samsung Galaxy S8
Samsung Galaxy
N5 Print
Plus
S9 Plus
Dimensions:
W, L, D
2.89", 6.28", .32"
2.91 ", 6.22", .33"
4.73", 10.81", 2.62"
Screen Size
6.2" Diagonal
6.2" Diagonal
5.7" Diagonal
Weight
.381 Ibs
.416 Ibs
1.71 Ibs*
Wirelessly Enabled
With a cellular plan
With a cellular plan
With a cellular plan
Printer Type
External
External
Direct Thermal
Operating System
Android 7.0 Nougat
Android 8.0 Oreo
Android OS 5.1.1
Camera
Front: 8MP Color
Front: 8 MP Color
Front: 5 MP Color
Rear: 12.0 MP - Color
Rear: 12.0 MP - Color
Rear: 16 MP - Color
Video Recording
4K at 30 fps
4K at 30 fps
2160p at 30 fps
Virtual Keyboard with
Virtual Keyboard with
Virtual Keyboard
Keyboard
separate numbers /
separate numbers /
with separate
letters
letters
numbers / letters
WiFi: up to 15 hrs
WiFi: up to 15 hrs
Operating Period
3G: up to 14 hrs
3G: up to 13 hrs
up to 13 hours
LTE: up to 16 hrs
4G: up to 15 hrs
Water Resistance
NA
IP 68
NA
*Without paper roll
Handheld Unit Images
Samsung Galaxy S8+ or S9+
N5 Print
33 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Printers Offered by Data Ticket for 2 Piece Units
Data Ticket recommends the use of a 3" or 4" Bluetooth printer. The selection of a printer
is like the selection of a handheld ticket writer. City Personnel may select a single printer
to use for all Officers or City Personnel may wish to use a variety of printers. Of course,
we do recommend City Personnel use a single ticket width, so a single ticket order will
work, regardless of the printer selected.
Below we have provided 2 of the popular models used by our Clients that elect a 2-piece
unit:
3" TSC Printer or 4" Zebra Printer — The TSC Alpha-3R and the Zebra ZQ520 4-
inch direct thermal portable printers features a rugged design and reliable
performance that will continue to operate long after other printers have failed. Both
units are comfortable, light -weight printers capable of working with any mobile
printing application where you need citations printed wherever you are. With its
optional cases, the printers are IP54-rated to resist dust and water and each printer
endures to a 6-foot fall and keeps printing. These small and light printers can be worn
comfortably for a full shift, without interfering with the Officer's tasks.
3" TSC Printer
Handheld Printer Images
4" Zebra Printer
34 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
Deliverables
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket is the City's current parking citation processing vendor. As such, we are the
only vendor that can guarantee zero downtime. Our Solution is already being utilized by
the City and its citation issuance officers.
35 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
SECTION 4: SCHEDULE
City of Santa Clarita
Proposal # CP-19-20-03
36 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Data Ticket is the City's current parking citation processing vendor. We are the only
citation processing vendor that can guarantee zero downtime and we are the only
citation processing vendor that can guarantee no additional work or responsibilities for
City Personnel.
37 1 IC: a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
SECTION 5: PERSONNEL
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Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Below, we have provided the City with an Organization Chart depicting the major areas
of work Data Ticket handles on behalf of our clients. All the individuals identified on the
organization chart work in the Irvine, California office and each of the individuals
identified in the organization chart provided below will continue to be made available to
City Personnel throughout the life of the contract.
Brook Westcott
Chief Operating Officer
Winston Liu
Data Entry Supervisor
Elivra Orosco
Customer Service Manager
Mariane Hernandez
Accounting Manager
Marjorie Fleming
President
Shari Woolbert
Operations & Adjudication Manager
Sarah Kim
Human Resources Business Partner
Wanda Stone
IT Department
Heather Nowlan
Director, Client Relations
Serena Smith-Banas
Client Relations Coordinator
Sabrina Mason
Admin Assistant
Resumes
Heather Nowlan, Director Client Services
Heather joined Data Ticket 9 years ago and is responsible for managing our clients'
needs via email, phone, and personal visits. She is responsible for assisting in the
implementation of new clients, as well as for the retention of existing clients by ensuring
Data Ticket staff understands our clients' business rules and processing needs.
Heather is a graduate of Texas Christian University and her experience includes more
than 17 years of customer service in a fast paced, high energy, client -facing business.
She brings a solid foundation to Data Ticket by utilizing effective communication skills
with a detail -oriented service mentality. Heather has worked on numerous CRM
(customer relationship management) programs in her prior experience and has been
able to apply this knowledge directly to Data Ticket. Heather's goal is to enhance the
experience that our clients receive through personalized attention.
Heather Nowlan, Director of Client Services, will be the individual responsible for working
directly with the City on a day to day basis. Specifically, she will be responsible for
processing any requests the City may have, including providing each of the City's
Personnel with unique usernames and passwords that will provide access to the Citation
Processing System at the appropriate, requested level. In addition, Heather will be
responsible for providing all user training about the Citation Processing System
Software. This training will be performed in person, via the Internet and over the phone.
Finally, Heather will be responsible for reviewing all noticing and correspondence to be
sent on behalf of the City.
Brook Westcott, Chief Operating Officer
Brook brings more than 15 years of parking citation experience in addition to 12 years of
administration citation processing experience. Brook has been a key member of the Data
39 1 IC: a g
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
Ticket team for the past 14 years, actively managing each client's citation processing to
ensure each implementation is successful.
Brook's expertise in Project Management includes planning, designing, testing and
executing client conversion, IT enhancements, new IT development, data management
and process re -engineering. Brook's focus since joining Data Ticket has been to develop
new processes to streamline the flow of data through the system to provide more
detailed data to our clients via real-time, online reporting. Brook also focuses her time on
managing the collection rates that Data Ticket obtains for its clients. Her goal is to keep
Data Ticket's collection rates above the competition, while enhancing continually
enhancing operational efficiencies.
Brook is a graduate of Baylor University with a Bachelor of Business Administration in
Business Management. Prior to joining Data Ticket, Brook was a Senior Manager at
Accenture for 11 years. During her time there, she served as project manager for high -
profile projects in Spain, France, Italy, Chicago, New York, San Francisco, Minneapolis,
Memphis and Orange County. Brook is responsible for overseeing the Information
Technology, Accounting, Data Entry, Adjudication, and Operations Departments at Data
Ticket.
Wanda Stone, Mobile Support Manager
Wanda is a Microsoft Certified Applications Developer with a Henley Certificate in
Supervisory Management 1995 from the Graduate Institute of Management and
Technology, South Africa. She has been with Data Ticket for 10 years and serves as a
Senior Programmer within out IT Department. Wanda is responsible for managing the IT
staff that focus their time on development, as well as improving and maintaining our
proprietary applications including our website and our electronic handheld units.
Wanda has been primarily responsible for releasing a wireless handheld unit to our
clients in 2009. This unit allows our clients to transmit citations wirelessly to our
database, so citizens can pay for and/or appeal instantaneously. Wanda is responsible
for all handheld software development, integration into existing database and
implementation. This includes all hardware and software research. In addition, our IT
Department has released a new look and feel for our website this year to provide a more
user-friendly and sleeker image. Our IT Department also excels in developing and
maintaining existing software solutions using VB.net, as well as for maintaining the
Microsoft SQL Server and creating and maintaining databases.
Wanda Stone, Mobile Support Manager, will be responsible for providing training to all
Police Department and Parking Control Officers at the City's preferred location(s).
Wanda will also be responsible for providing regular enhancements to our Mobile
Software and she will be responsible for working directly with City Personnel to ensure
the handhelds are being utilized accurately to provide the most benefit to the Officers
and to the City.
Staffing Plan
In addition to the individuals dedicated to the City, Data Ticket provides the highest level
of services to each of our clients by providing access via phone, email and in person to
all our Department Managers. We have adequately staffed each Department to
accommodate each client's needs. We do not share resources across Department;
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
rather we have hired and maintain each Department such that there is no need to share
resources; however, personnel are cross trained to ensure our entire staff is well versed
in the entire citation processing lifecycle.
City Personnel will continue to have access to all Managers, as well as individuals within
each Department. In addition, individual and group emails as well as direct phone lines
will be provided to City Personnel to ensure Data Ticket is always accessible. Finally, cell
numbers for specific individuals will be provided to City Personnel should the need for
after-hours assistance ever be required.
Name
Department
Function
Years of
Experience
Fleming
President
Overall contract management
24 Years
-Marjorie
Brook Westcott
Chief
Contract management, IT oversight,
15 Years
Operating
Accounting oversight, enhancement
Officer
management, City Council attendance —
Project Manager
Heather Nowlan
Client
Implementation management, training
9 Years
Services
coordination, report generation
Shari Woolbert
Operations &
Daily operational assistance, including
21 Years
Adjudication
citation adjustments, DMV access, real-
time DMV lookups, etc. Daily
adjudication assistance, Hearing Officer
Scheduling and 1st Level Administrative
Review dispositions
Winston Liu
Data Entry
Daily data entry assistance
3 Years
Mariane
Accounting
Daily accounting / banking assistance
7 Years
Hernandez
Wanda Stone
Programming
Daily assistance with the handheld
10 Years
solution chosen
Elvira Orosco
Customer
Daily customer service assistance
9 Years
Service
Data Ticket will provide City Personnel with a fully dedicated Project Manager to facilitate
the implementation of our Solution and to manage all aspects of the project. In addition
to a Project Manager, we will provide a supplemental Project Manager. These two
individuals will be available during normal business hours, Monday — Friday 7:OOam —
5:OOpm Pacific and City Personnel will have their cell numbers for after hour assistance.
Individual
Assignment of Tasks
Allocation of Time
Heather Nowlan, Director Client
Client setup and maintenance
100% as needed
Relations, Project Manager for
Initial and on -going User Training
the City
Correspondence Review
Attendance at Required Meetings
User and Administrator Setup
411IC: agt
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Individual
Assignment of Tasks
Allocation of Time
Serena Smith-Banas, Client
Initial and on -going User Training
100% as needed
Relations Coordinator
User and Administrator Setup
Daily Questions
Brook Westcott, Chief
IT Oversight
100% as needed
Operating Officer &
Enhancement Prioritization
Supplemental Project Manager
Accounting Oversight
for the City
Attendance at Required Meetings
Monthly Performance Review
Collection Rate Statistics / Financial
Analysis
Internal Oversight of Operational
Processes
Wanda Stone, Mobile Support
Handheld Training
100% as needed
Manager for the City
Handheld Customization
Handheld Assistance / Follow-up
Substitution of Personnel
Data Ticket understands that key personnel are a critical factor for any agency, let alone
an Agency considering a change to a new vendor. Our Staff is consistent. We do not
experience high levels of turnover and we do not substitute personnel for other
personnel. Data Ticket understands the City will not accept a change of key personnel
once our proposal has been submitted.
42 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
SECTION 6: SUB -CONSULTANTS
43 1 IC: a g
Data Ticket, Inc.
(949) 428-7240
Data Ticket will not utilize sub -consultants or sub -contractors.
DESIGNATION Of SUKONTRACTFRS
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CITY OF SANTA CLARITA
Request for Proposal
Proposal # CP-19-20-03
Parking Citation Processing
Services
August 16, 2019
11:00am PST
ORIGINAL COST FILE
Submitted by:
Data Ticket, Inc.
Brook Westcott, Chief Operating Officer
2603 Main Street, Suite 300
Irvine, CA 92614
949-428-7240
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Thank you for providing the opportunity for Data Ticket to continue to provide the City of
Santa Clarita with the most innovative, technologically advanced software and solution
while also providing the highest levels of customer and client services.
We understand cost is always a factor when an agency is out to bid. On the following
pages we have provided the City of Santa Clarita with fair pricing to provide the most
attentive customer service using the most advanced technological offerings.
Data Ticket understands the City is looking for a "Not -to -Exceed" price; however, the City
has historically benefited from and we believe will continue to benefit from a per instance
cost model. This approach ensures the City will only pay for the services utilized.
Providing a higher cost, not to exceed model will simply cost the City more in the long
run as trying to predict specific numbers of instances and when individuals will pay are
prohibitive.
Should the City prefer a not to exceed model, we are happy to work with the city to
provide such proposal.
This proposal shall remain valid for a period of 120 days from the RFP's due date.
As Chief Operating Officer of Data Ticket I, Brook Westcott, am authorized to bind the
company to this proposal.
Thank you in advance for the opportunity to continue to provide excellent service and
technology to the City of Santa Clarita.
Brook Westcott
Chief Operating Officer
Data Ticket, Inc.
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Description
Cost
Fee per Electronic Citation Issued
$0.40
Fee per Manual Citation Issued
$0.45
1st Courtesy Notices (required by CVC if not paid off
$0.75
the windshield
Includes:
o Printing and sending daily
o
8'/ x 11" semi -custom notice
0 1 st class postage
o
Electronic attachment to the citation
o Windowed #10 envelope
o
Return #9 envelope
Fee per Paperless Appeal
$0.50
Includes:
o Receipt of 1st level requests
o
Placing citation on adjudication hold
o Receipt of 2nd level requests
o
Scanning all back-up
o Receipt of Court Requests
o
Attaching all back-up to citation
o Scheduling hearings
o
Providing back-up to Hearing Officers
Fee per Adjudication Letter
$1.00
Includes:
o Printing and sending daily
o 8'/ x 11" custom letter
0 1 st class postage
o Electronic attachment to the citation
o Windowed #10 envelope
o Return #9 envelope
Out of State Collections
25% of revenue collected
Delinquent Collections at 90 days old
(or once
2nd
25% of revenue collected
notice is generated and sent)*
Includes:
o Sending 3 additional letters
o
Dispute resolution
0 1 st class postage
o
Electronic attachment to the citation
o Windowed #10 envelope
o
Return #9 envelope
o Payment Processing
o
Recorded Customer Service lines
o CA DMV Registration Holds
o
CA DMV Registration Releases
3 1 III: � ml 9
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Optional Parking Citation Processing Services
Description
Cost
Fee per Franchise Tax Board SSN Request
$2.00
Includes:
o Acquisition of an SSN o The charge is per unique SSN
Franchise Tax Board Collections
15% of revenue collected
Includes:
o Weekly placement at FTB o Weekly updates to / from FTB
o Dispute resolution o Weekly payment processing
o Payment of the City's FTB Invoice o Monthly reconciliation of FTB account
Hearing Officer Services
$85.00 per hour
Includes:
o Independent Hearing Officers o Recording of in -person and phone
o Electronic storage of all recordings hearings
Joint / Escrow Account Services
$50.00 per month
Includes:
o Daily deposits via RCD or Check 21 o Daily reconciliation of bank account
o Processing of all NSFs o Disbursement of State Surcharges
o Payment of Data Ticket's invoice o Net remittance to the City
Fee per Refund Issued*
$2.50
Includes:
o Weekly reconciliation of refunds o 1st class postage
o Weekly generation of refund checks o Invoicing of refund check
o Weekly mailing of refund checks o Monthly reconciliation
AB503 Receipt and Processing — per request if Data
Ticket handles
$5.00
AB503 Receipt and Processing — per request if City
handles
$2.00
Includes:
o Receipt and scanning of all requests o Review of all received requests
o Approval or denial of each request o Payment plan setup and management
o Denial letter if applicable o Storage of all scanned documents
Fee per Other Correspondence / Letters
$1.00
Includes:
o Partial payment letters o Fled letters
o Refund letters o Any other letter required by the City
*Payments collected at DMV are not assessed this fee
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
Handheld Hardware Cost Proposal
Data Ticket has provided the below cost proposal for three unique handheld devices
(inclusive of protective covers).
Item
1 Year Lease Price
Purchase Price
N5 Print 1-Piece Solution
$185.00 per month
$2,000.00
Samsung Galaxy S8+ w/ TSC 3" Printer
$120.00 per month
$1,300.00
Samsung Galaxy S9+ w/ TSC 3" Printer
$148.00 per month
$1,600.00
Handheld Citation Issuance Software Cost Proposal
Data Ticket has provided the below cost proposal for our handheld citation issuance
software.
Item
Cost
Software License Fee
$150.00 per unit per year
Repair / Replacement with $0.00 Deductible
$15.00 per unit per month
Enhancements for handheld software
$10.00 per unit per month
Hosted 4G Data Plan
Straight pass-thru from carrier
Data Ticket has not provided cost for actual ticket stock. That cost is based on many
factors including quantity, colors used, logo inclusion, and printer selection. If the City is
interested in having ticket stock quoted, we would be happy to do so.
5 1 III: � ml 9
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
Services Included in the Above Costs:
Online Access for the Agency's Customers: Included
The Agency's Customers will have the ability to perform the following functions online:
• View real-time citation(s) data
• Pay for a single or many citation(s)
• Request a 1st Level Administrative Review and attach up to three documents
supporting their position
• Request a 2nd Level Administrative Hearing Request and attach up to three
documents supporting their position
• Print a receipt
• View pictures of the citation taken by the issuing officer (if the Agency allows)
Online Access for the Agency's Staff: Included
Access to the Agency's data is based on unique usernames and passwords assigned to
everyone who requires access to the system. Data Ticket does not limit the number of
individuals who have access to the system and the number and types of access
can change at any point with a simple email request to Data Ticket.
Our Solution is setup to maintain a complete audit trail for each transaction in the
system, therefore, the username is displayed next to every transaction in the system,
indicating who performed the transaction and when.
Dependent on the access rights provided to each Agency Staff member, the following
capabilities are available:
• View real-time citation(s) data, including pictures taken by the Issuing Officer
• Accept payment via VISA, MasterCard, Discover and American Express credit/debit
cards
• Accept payment via Cash, Check or Money Order
• Process NSFs, Chargebacks and Refunds
• Reduce or increase violation amounts, dismiss citations, void citations and place
citations on hold
• Change citation data, including violations, date, time, plate, location, comments,
make, model, color, registration expiration date and others
• Perform Administrative Reviews online by entering the disposition directly online
• Generate a time expired or letter of non -responsibility for a citation in the adjudication
process
• View the complete reason for the Review Request and supporting documentation
provided by the Appellant directly online
• Edit Appellant information
• Upload disposition documents sent to the Agency via US Mail
• Add a note to a citation and see all comments added to the citation
• View the reason for the 2nd Level Administrative Hearing Request online and view the
supporting documentation provided by the Appellant, directly online
• Print a receipt with or without registered owner information
Data Ticket, Inc. City of Santa Clarita
(949) 428-7240 Proposal # CP-19-20-03
Reporting: Included
• Data Ticket offers 24 reports online for our Clients to generate, print and re -print 24/7.
We provide real-time reports that can be generated for any timeframe required and
we provide pre-processed/month-end reports that reflect the month -end view of data.
• All reports are available online and because we do not purge data unless specifically
requested to do so by a Client, the data is available if the Agency is a Client.
• All reports are generated in HTML so our Clients can copy and paste the data into
Excel for data manipulation purposes.
• If the Agency were to request a report that was not already available using the
standard reports or report generator, Data Ticket would work with the Agency to
design the report and provide it to the Agency at no cost.
Manual Payment Processing: Included
• Manually received payments (checks, cash, money orders and credit card payments
sent via US Mail) are received at our PO Box in Newport Beach where a bonded and
insured courier picks up the mail daily and delivers it to our Newport Beach office
• On -site Mail Department opens, sorts and batches the payments before providing
them to our on -site Data Entry Department
• After double-blind entry of each payment, the citations are updated by our Quality
Assurance team
• Payments are then provided to our Accounting Department where daily deposit slips
are completed and provided to a bonded, insured courier who takes them to the bank
California Registered Owner Information: Included
• Registered owner information for all citations issued on California license plates
• Turnaround time for acquisition of California registered owner information is same
day
• Registered owner information for all citations issued on out of state license plates
• Data Ticket is a recognized Strategic Partner with NLETs and has access to
registered owner information nationwide real-time through NLETs service
• Access to this system requires the use of the City's ORI for tracking purposes only;
Data Ticket will utilize its own ORI for actually acquiring the out of state RO data
CA DMV Holds and Releases:
Included
California DMV Holds and Release performed daily via an online connection
Holds and releases can also be performed real-time, upon request
Citation amounts placed on hold are updated daily in the event a partial payment is
made
Customer Service:
Included
Data Ticket provides a live, bi-lingual, on -site Customer Service Department that is
fully trained to answer questions related to citation issuance, payment, adjudication,
fix -it tickets, sign -offs, FTB, advanced credit reporting collections and more
All calls are recorded to quality assurance and recordings can be sent to the
Agency at any time for review
7 1 � ml 9
Data Ticket, Inc.
(949) 428-7240
City of Santa Clarita
Proposal # CP-19-20-03
• Data Ticket's IVR is bi-lingual and accessible via several toll -free numbers; the IVR
provides real-time information to the caller regarding status, including the amount due
• The IVR accepts VISA, MasterCard, Discover, and American Express
Training No Charge
Onsite training at the City's preferred location will be provided free of charge for both the
handheld ticket writer training and the system training. Training typically takes place over
the course of a few hours and will be customized to meet the City's requirements.
Web Presence:
Included
Data Ticket's Solution is 100% web -based and Section 508 Compliant and is
provided at: www.CitationProcessingCenter.com; this is a generic website in the
sense that it is not Agency branded. This website allows for the Agency and the
Agency's Customers to access citations online
If the Agency prefers to have an Agency branded website, one in which the
look and feel mimics that of the Agency's website, Data Ticket can and will
provide this feature to the Agency.
Cost Increases:
Postal Rate Increase Offset — If postal rates increase during the term of the agreement,
fees to DTI shall be raised immediately to offset the effect of the actual postal rate
increase.
CPI Increases — There will be NO CPI increases for the duration of the agreement.
OTHER:
Credit Card Convenience Fee $3.50 per transaction charged to the Citizen
• This fee is not charged to the City, rather it is charged to the citizen in the event they
elect to pay their parking citation(s) via credit or debit card
• This fee is charged per transaction such that an individual may pay as many citations
as they choose at any point in time and incur only 1 fee