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SP+MUNICIPAL SERVICES Proposal for Parking Management Services for the City of South Miami RFP #FN-2014-01 City of South Miami, Florida Submitted to: Office of the City Clerk South Miami City Hall 6130 Sunset Drive South Miami, FL 33143 May 16, 2014 a TITLE PAGE ©2014 by SP Plus Corporation. All rights reserved. No material may be used, reproduced or distributed without the written permission of SP Plus Corporation. City of South Miami RFP #FN-2014-01 Parking Management Services Proposal 2 South Biscayne Boulevard, Suite 200 Miami, Florida 60601 Contacts: Andrew Tedrick, Vice President Phone: (305) 372-5151 Email: atedrick@spplus.com Roamy Valera, Senior Vice President Phone: (305) 372-5151 Email: rvalera@spplus.com Submittal Date: May 16, 2014 b TABLE OF CONTENTS Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 2 Table of Contents a Title Page ............................................................................................................................. 1 b Table of Contents ................................................................................................................ 2 c Letter of Interest .................................................................................................................. 3 d Qualifications and Experience ........................................................................................... 5 1. Firm’s Understanding and Approach .............................................................................. 7 2. Résumés ...................................................................................................................... 30 3. Disclosures .................................................................................................................. 37 e Restriction on Representation ......................................................................................... 38 f Required Documentation .................................................................................................. 39 i. Proof of Authorization................................................................................................... 39 ii. Current State of Florida Contractor’s License ............................................................... 41 iii. Organizational Chart .................................................................................................... 45 iv. References .................................................................................................................. 46 v. Public Entity Crimes and Conflicts of Interest ............................................................... 49 vi. Drug Free Workplace ................................................................................................... 53 vii. No Conflict of Interest / Non Collusion Affidavit ............................................................ 55 viii. Acknowledgement and Conformance with OSHA Standards ....................................... 58 ix. Related Parties Transaction Verification Form ............................................................. 60 x. Price Proposal Sheet ................................................................................................... 62 g Additional Information ...................................................................................................... 64 Financial Reporting ............................................................................................................. 64 Our Employees / Benefits .................................................................................................... 75 Cash Handling ..................................................................................................................... 81 Customer Service / Amenities / Facility Aesthetics .............................................................. 84 Risk Management ............................................................................................................... 88 Sustainability ....................................................................................................................... 92 c LETTER OF INTEREST May 16, 2014 Office of the City Clerk Attn: Maria M. Menendez South Miami City Hall 6130 Sunset Drive South Miami, Florida 33143 Re: PROPOSAL FOR PARKING MANAGEMENT SERVICES Dear Ms. Menendez: SP+ Municipal Services, an operating division of SP Plus Corporation, is pleased to present this proposal for the City South Miami’s Parking Management Services. SP+ is uniquely qualified to take on this operation as we draw from our local experience in managing diverse parking systems in South Florida such as the City of Miami Beach, Coral Gables, the Miami- Dade International Airport, and more. More importantly with SP+, two key members of our City of South Miami support staff have over 20 years of municipal parking management experience in South Florida. By combining our local presence with our experience support personnel, SP+ is poised to take over the City of South Miami’s parking operation by introducing our best practices in a systematic and consultative approach. When establishing a municipal parking operation, one of our first objectives is to instill our “customer-centric” management philosophy at every layer of the operation. This philosophy becomes the foundation for which decisions are made and we accomplish this feat by implementing a Stakeholder Engagement Plan, training our management and field personnel, and branding our programs as customer-friendly and accessible. Leading this effort will be Yessenia Cintron who has 13 years of experience and will be supported by our Regional Manager, Chester Escobar (over 20 years of municipal management experience while most recently serving as the Miami Parking Authority’s COO). Furthermore, Roamy Valera CAPP, who resides in South Florida, leads our national SP+ Municipal Services division. Mr. Valera is widely known throughout our industry and is respected as an expert on municipal parking operations. Other members of our SP+ Municipal Services division include Brian Scoggins CAPP and Steve Hernandez CAPP. Combined our dedicated municipal division has over 75-years of municipal parking management experience and are proven industry leaders within this field. Collectively, our team possesses the industry’s top talent, experience, expertise, commitment and desire to take the City of South Miami’s parking program to the next level. May 16, 2014 Page 4 SP+ Municipal Services is confident our submittal represents the best value approach to the City of South Miami. Our plan is to implement our customer-centric parking approach for the City, which we believe will establish a brand identity for the program. We look forward to demonstrating our skill and energy to the stakeholders of South Miami. SP+ Municipal Services acknowledges the receipt of Addendums 1 – 7. Sincerely, Roamy Valera, CAPP Senior Vice President SP+ Municipal Services d QUALIFICATIONS AND EXPERIENCE Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 5 Qualifications and Experience As the City of South Miami continues to seek qualified management companies to lead its parking division, it is important the City select a firm with experienced personnel and a track record of success in implementing and managing similar programs across the region and country. No other company is more qualified and prepared to lead the City of South Miami, its citizens and stakeholders through this experience than the team at SP Plus Corporation and its operating division, SP+ Municipal Services. SP+ Municipal Services and its team of parking professionals have guided dozens of municipalities across North America through privatizations; including Miami Beach and Coral Gables. SP+’s management philosophy for the City of South Miami parking program will be to create a “customer-centric” operation thereby ensuring our staff’s responsibilities are focused on providing parkers with their best possible experience as they visit downtown South Miami. In doing so, each level of our operation will be trained by our Senior Vice President of Municipal Services and former Director of Professional Development at the International Parking Institute (IPI), Roamy Valera CAPP. This includes management, maintenance and collections staff, and certainly our team of parking enforcement ambassadors; we can also include any interested parties within the City’s administration. As we prepare to rollout our operational plan, our team of experts will work hand-in-hand with the City of South Miami to establish a comprehensive Stakeholder Engagement Plan and Marketing Plan for the new operation. The Stakeholder Engagement Plan is focused on defining the program’s key messages while introducing them to valued members of the community to ensure our audience is informed and prepared when parking downtown. Complimenting our Stakeholder Engagement Plan is the establishment of the “Park South Miami” brand. With the South Miami brand in place, we will design a website rich in information (in fact we have already purchased the www.parksouthmiami.com on parking availability, rates, hours of operation, and the various payment methods being used throughout downtown while also tying directly into the city’s current site for parking related information. As you can see, SP+ brings to South Miami a different skill set than other parking providers. While implanting sound and proven operation practices, our management team is leading the interaction with community stakeholders ensuring their being well represented. This approach has proven to be successful in all of operations and are sure to deliver the results desired by the City as indicated in this RFP. We are confident in our ability to deliver on this plan, and fully expect to achieve the City’s desired result for this project. There is no better choice than SP+ Municipal Services. Company Profile SP Plus Corporation (NASDAQ: SP) provides professional parking, ground transportation, facility maintenance, security and event logistics services to property owners and managers in all markets of the real estate industry. SP+ has nine operating divisions, each of which focuses Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 6 exclusively on the idiosyncrasies and specific needs of a single vertical market. The company has more than 23,000 employees. Under its SP+, Standard Parking and Central Parking brands, the company operates approximately 4,300 parking facilities and over two million parking spaces in hundreds of cities across North America, including parking-related and shuttle bus operations serving more than 75 airports. USA Parking System, a wholly-owned subsidiary, is one of the nation’s premier valet operators, serving more four and five diamond luxury hotels and resorts than any other operator. Standard Parking, since 1929, has continuously focused on providing on-site parking management services at multi-level and surface parking facilities. The company believes that these management services ensure the maximize profitability per parking facility for its clients. Learn more about SP+ at www.spplus.com. SP+ Municipal Services SP+ Municipal Services offers comprehensive services backed by the collective capabilities of an industry leader. We deliver superior parking and on-street services that bolster civic pride, while our well-managed operations boost net income. We bring the latest parking technologies and techniques into the civic realm, and we continually assess our clients’ technology needs and advise them on upgrades to increase revenues, reduce labor costs and enhance customer service. We are industry leaders in parking meter enforcement and collection services, ticket processing and payment applications, parking meter maintenance, shuttle bus and transportation services and myriad associated disciplines pertaining to today’s cutting-edge municipal parking and on- street meter operations. In this regard, we are uniquely qualified to partner with the city to provide a “one-stop shop” for cost-effective intellectual capital: the ability to envision, implement and execute fundamental and complex operating recommendations while seeking to leverage the privatization opportunities contemplated by many municipalities and government organizations. Through careful hiring and conscientious training, we employ a team equally effective in enforcing collections and maintaining good public relations – critical components to any successful municipal operation. To maximize efficiency, we use an automated workforce management system that streamlines scheduling, tracks time and lowers labor costs. In addition, we provide efficient and reliable shuttle services for city facilities and visitor destinations. 1. Firm’s Understanding and Approach Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 7 Project Approach In our cursory review of the current processes and procedures at the City of South Miami, we determined that a lack of cohesiveness in overall signage was evident. We also identified opportunities to improve the residential parking permit program as it relates to resident interface. To address both of these issues we have offered a sample sign package for your consideration and offer to provide the City with a Parking website that will be linked to the City’s current website for other general information. Both of these programs along with our operational excellence and experience will be described in more detail in this document. Our staffing approach will provide the City with the desired coverage and oversight it seeks from its parking partner. Our local team has the most experience in managing municipal operations than any of our fine competitors. Our Senior Vice President of Municipal services and our South Florida Regional manager are both residents in the South Florida area. This means that our municipal experience coupled with our local reach is second to none. No other company can match SP+ Municipal Services’ expertise or resource commitment that will be needed to ensure a successful implementation of the City of South Miami’s parking system. Our Team recognizes how delicate of a process it is to make this transition. As the City completes their review on how best to proceed, the City can be assured our project approach will be led by the most experienced and qualified Team with the following credentials: Municipal Parking Management Experts – over 75 years of municipal parking operations experience CAPP certified directors managing project Dedicated Municipal Team assigned to the City of South Miami Specialized training for on street operations by certified International Parking Institute trainers Committed corporate officers allocating vast resources Local municipal management experience in Miami Beach, Coral Gables and more Miami Regional Office located in Downtown Miami with over 130 locations in the state of Florida, including 70 in the Miami area, and over 500 employees With this level of support and talent in place to lead an effective program for the City, SP+ is in a position to take on the required services expressed in the RFP. We are prepared in every facet to perform the following for the City of South Miami: Management, oversight and operations of Parking Services Training and development of all personnel Parking Enforcement & Ambassador functions Meter management & maintenance Collections, accountability and auditing of all revenues Residential Parking Permit Programs Consulting services, evaluations and studies Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 8 Purchase of equipment and supplies at discounts based on SP+’s purchasing volumes Financing of equipment Training & Development Appropriate and relevant training is vital to the success of any successful parking operation, all the more so at the outset of a transition. We will work with you to ensure that our training programs are customized to convey and instill principals desired by the City of South Miami. At the start of the SP+ led Park South Miami contract, all employees affiliated with the program will be trained by highly skilled and certified trainers from the International Parking Institute. We commit to continuous training and oversight with Brian Scoggins CAPP, Roamy Valera CAPP and Steve Hernandez CAPP, participating in on-site training, operations and meetings not less than once per month for the first year of the contract. No other firm can deliver the quality of training or depth of expertise we are offering the City. SP+ Municipal Services is committed to a smooth and seamless start-up as we partner with you to transition from the current operator. Our goal is to maintain operations while minimizing disruptions. In addition to our internal training programs, we will work with you to ensure continuity and that service levels are maintained. For more information on our Hiring, Training and Employee Benefits, please see Tab e – Our Employees / Benefits. Transition Strategy Our transition strategy consists of a detailed process that ensures a smooth and seamless operation on day one of the contract and minimum disruption to the City. Working with all stakeholders, we will define specific goals and objectives for the Park South Miami program. As these are established, our transition and operation’s plan will be geared toward achieving these objectives. Chester Escobar and Andrew Tedrick, along with Yessenia Cintron, will lead the transition with assistance from our entire municipal team (Roamy Valera, Brian Scoggins, and Steve Hernandez). They will be on-site weekly through the first month with continued oversight evaluating the status of our operations on an ongoing basis. Our transition process starts with pre-transition right up to actual implementation. For purpose of this RFP a 60-day transition period has been prepared to account for the Stakeholder Engagement Plan, Marketing Plan, and other initiatives; please note the transition plan can be adjusted to meet a mutually agreed upon start date. Post Award-Transition – Upon receiving notice of award we propose to utilize our municipal team in partnership with the City of South Miami to perform an initial comprehensive evaluation of the entire operations, facilities, equipment, personnel and processes. Our proposed transition and timetable is as follows: Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 9 Phase I – Weeks 1 & 2 Meet with City of South Miami officials and existing operator to identify priorities, critical issues, immediate needs and future plans. This will be crucial to identifying projects and supplies needed between the first 1-6 months to ensure there is no lapse or delay Order all parking hardware and software systems to be used in the event upgrades are needed Meet with sub-contractors and finalize action plans Assess current office location Complete initial evaluation of operations Implement comprehensive recruitment process Introduce Manager to City Staff Uniform designed approved and ordered Determine initial needs for supplies, equipment, etc. Inventory & order supplies, office equipment, etc. Establish a Stakeholder Engagement Plan – see examples later in this proposal Prepare Park South Miami Marketing Plan – see samples later in this proposal Phase II – Week 3 & 4 Continue processes from Phase I From Phase I – initial training and expectations are communicated – an on going process Continue system evaluations and needs – an on going process Daily communications with City officials Phase III –Weeks 5 & 6 Ensure we are good to proceed with transiting into City supplied office Establish e-mail addresses, obtain cell phones and/or radios All potential employees are identified and processed All uniforms ordered Comprehensive training sessions conducted –on going process Development/revision of SOP manuals Continue all tasks in Phase I & Phase II Maintain communications Implement Stakeholder Engagement Plan Phase IV – End of Phase III – Implementation Implement Park South Miami Marketing Plan Finalize training for all employees Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 10 All uniforms received and distributed Final inventory for all supplies, equipment and processes Final meeting with City officials Install all parking related upgrades ordered in Phase I. Contract begins Reviewing City Ordinances and SOP Manuals Several members of our Team have been involved in assisting City’s review and rewrite elements of their City parking ordinances; these cities include, but are not limited to Orlando, FL; Miami, FL, Richmond, VA; Wilmington, NC; Myrtle Beach, SC; and several more. The Park South Miami Standard Operating Procedure manual will be completed upon go-live as a collaborative effort between local staff and our municipal experts. Prior to adopting we will ensure the City has reviewed and approved the Park South Miami SOP. Park South Miami Stakeholder Engagement Plan Stakeholder Engagement Overview A vital part of implementing a new parking policy, technology application or public process is authentic stakeholder engagement. How residents, property owners, merchants, visitors and potential investors access an urban area – through personal vehicle, public transit, bike, car- pool and/or rideshare, is a very personal and often memorable experience; all the way down to the way these individuals pay for parking. Intentional, inclusive and targeted outreach to South Miami’s diverse constituencies as part of the City’s Parking Enforcement and Meter Management Services functions will provide the City important insight into the real and perceived impacts of the City’s enforcement program, and parking access challenges regularly faced by residents and visitors. An effective public engagement process: Places parking and transportation strategies, access management, and related programs and policies within the larger context of economic development; Identifies key messaging that will resonate with a community’s diverse user groups; Provides insight into both real and perceived access and parking challenges, as well as areas of opportunity for future development; Educates stakeholders on the new parking technologies to be introduced as a result of outsourcing the Parking Enforcement and Meter Management services to SP+; and Includes key community leaders, elected officials, businesses and citizens in planning and development efforts from the beginning, building a strong foundation for strategy buy-in and implementation. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 11 TASK APPROACH AND DELIVERABLES (SAMPLE) 1.1. Develop a Stakeholder Engagement and Education Strategy Review existing materials, plans and studies related to stakeholder engagement, communications, educational campaigns and special projects Develop a comprehensive stakeholder engagement strategy, including identification of appropriate format(s), i.e., focus groups, town hall style forums, individual interviews, survey tool 1.2 Conduct Stakeholder Engagement Meetings & Outreach Conduct Stakeholder engagement sessions in the preferred process identified in 1.1, which could include: The Who: Targeted stakeholder focus groups o Property owners, realtors, developers o Business owners, merchants, restaurants/bars/nightlife o Arts/culture/entertainment venues o Downtown residents o Neighborhood Associations o If applicable: South Miami Parking Commission, South Miami Community Development Board, South Miami Chamber of Commerce The What: Changes in on-street, off-street, handicap and residential parking policy Changes in parking ordinances; including rates, hours of operation, violation schedules, scofflaw enforcement and more New technologies to be introduced; up to and including, but not limited to parking meters, license plate recognition systems, pay by cell, and virtual permits Operational considerations made to positively impact the community and environment The How: Town hall style public meetings Individual interviews Meetings with downtown & merchant associations Online Survey New and social media outreach strategies Information and data collected from the stakeholder outreach methodologies of choice will be collected, documented and analyzed. Findings from the data will be presented in a written report that will outline the key themes and suggested messaging strategies that support the overall project. Information gathered through intensive stakeholder outreach will also provide a Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 12 strong foundation for the creation of a long-term Strategic Communications Plan that will identify traditional and new media communication tools and partnerships that will keep the general public and key user groups informed. 2.1 Strategic Communications and Marketing “Work-back” Plan Develop a project-based communications plan, that guides Parking Enforcement staff and City leadership through identification of communication vehicles, user groups, and media relations strategies to keep stakeholders informed, educated and to build excitement about the proposed Park South Miami Program. With the understanding different stakeholder types require information to be disseminated in different forms, SP+ will develop a specific strategy for each targeted market segment and identified user groups. This will help ensure the parking management program’s message is conveyed appropriately to each stakeholder group. Items to be addressed in the plan include the following: Clear identification of target audiences and unique messaging strategies to reach those audiences Tactical recommendations for communications, media relations and marketing efforts according to the priorities set in the plan, including (but not limited to): o Project messaging o Media relations strategies o Stakeholder relations/engagement vehicles o Educational campaign recommendations o Public relations and communications strategies o Web presence, including social and new media 2.2 Implementation Strategy The final step in creating a Strategic Communications and Marketing “Work-back” Plan to support implementation of the outsourced enforcement and meter management program is the creation of a detailed implementation plan (provided herein by SP+) that provides recommendations for putting the marketing plan into action. Upon review and approval, final recommendations (if applicable) will be broken down to offer short, mid-and long-term implementation strategies for the City as well as an evaluation process for how to engage stakeholders once the parking management program is underway. The Final plan will also provide budget estimates for suggested strategies. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 13 Park South Miami Marketing Plan SP+ is a firm believer in order to effectively transition from one provider to another a strong marketing plan is necessary to convey the forthcoming changes. Without an effective plan to educate citizens, local businesses, and visitors on the changes being made to parking policy or the types payment options parkers have, a parker’s experience will likely be unpleasant. Completed in conjunction with our Stakeholder Engagement Plan, the Park South Miami Marketing Plan will focus on a common theme, while being distributed across several different mediums to hit target audiences such as a website (SP+ has already purchased the rights to www.parkSouth Miami.com), social media, TV and radio advertisements, print brochures, and info tables at community fairs/events. The following page provides a representative example of a custom website to market the program for the City of South Miami. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 14 Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 15 Custom and SP+ Branded Websites SP+ Branded City Websites In addition to the option of a custom parking guide, parking locations can also be listed on a consumer facing SP+ city website. This allows increase exposure for the location as part of SP Plus Corporation’s promotional activities that drive consumers to the site. Promotional activities include pay per click advertising, search engine optimization, local attraction listings and major events promotion for the areas. Each location page listing provides all the necessary information including address, hours of operation, rates, promotions, payment options and directions. In addition, email and print capabilities allow for the easy access of location information, and there is the ability to add promotional coupons. Currently the city site attracts over 5M visitors a year. Example: KnoxvilleParking.spplus.com Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 16 Site Links Website links play an important role in driving website traffic. In addition to the direct traffic generated through partner linking programs, an increased number of links increases Google quality scores and results in improved organic search rankings. SP+ Marketing has developed aggressive linking strategies in connection with partner programs including those with major employers and member organizations, as well as local merchant programs that give businesses access to a downloadable parking widget for placement on their websites. These programs have resulted in thousands of links between a network of websites delivering increased site visibility and improved organic search results. Promotional Copy Accurate, well-written copy is an important factor in the success of promotional campaigns. To support these efforts, SP+ Marketing has dedicated copy professionals on staff to assist in the development of high quality promotional copy. These resources work with local SP+ Operations teams and directly with clients to develop specific copy to meet their needs. In addition, these resources are available to assist in developing informational content including popular destination, area attraction, local event and retail location copy to drive incremental traffic and revenue. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 17 Digital Marketing Understanding that current behavior has resulted in a significant shift to consumers searching for information online, SP+ has implemented a number of digital marketing programs designed to attract leads and generate sales for clients. Currently SP+ manages digital marketing program in support of over 80 company and client websites. Search Engine Optimization Utilizing trained internal resources, external agency expertise and the latest in SEO software, the SP+ Corporate Marketing team focuses on tactics and techniques to improved quality scores and deliver high organic search ranking. Through the development of well defined website tagging, rich website content developed through keyword search analysis, and partner linking strategies, the marketing team works to ensure increased visibility through organic search results. Local Search Marketing listings are also utilized to increase visibility and click through. Organic search ranking performance is tracked on a regular basis and clients are provided detailed monthly reports. SEM – Paid Search Marketing The combination of paid search marketing, and search engine optimization have proven to be a powerful approach for increased visibility and traffic generation. SP+ has developed an integrated strategy that leverages both of these capabilities. With the support of an external agency, SP+ interactive marketing professionals develop custom pay per click campaigns to support specific client needs. Extensive keyword analysis coupled with competitive assessments assist the team in developing high performing campaigns. Agency teams monitor programs on a daily basis making necessary adjustments to improve performance and optimize budgets. Detailed performance reports are provided and supported with client performance reviews. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 18 Mobile Apps/Optimized Mobile Website SP+ has developed a feature rich mobile app that has generated tens of thousands of downloads as well as an optimized mobile website to support the on-the-go-consumer. The app is supported on iOS and Android platforms and contains expanded facility information. Both the app and optimized mobile website have advanced functionality that includes GPS based location identification with take me there turn by turn directions, mobile coupons, address search, and text-a- head capability that allows for “in-advance” car retrieval. In addition, they allow for ad placement to promote specific offers to its users. As the platforms are segmented at the city level, promotions can be supported at the national, regional, or local level. Paid Digital Media Buys Periodically clients have had specific needs that require the development of digital media campaigns to obtain their objectives. SP+ Marketing has developed a number of paid media campaigns in support of targeted marketing initiatives. Based on the specific requirements of the client, programs are developed to support awareness building, social engagement and traffic generation efforts. Ad placements are been supported through both traditional ad networks such as Google as well as social media channels that include Facebook. Affiliate Marketing Leveraging marketing efforts through an affiliate network has proven to be a powerful tool in driving revenue. SP+ Marketing utilizes an extensive network of partners, employers and merchants to deliver offers through a variety of channels. To maximize performance through these channels SP+ Marketing develops custom programs for employee parking, member organizations, and merchant parking programs. The initiatives are supported through SP+ and client website placement, digital marketing programs, technology such as website widgets and local marketing efforts. Participants include major employers, consumers clubs, and local merchants in major cities across the country. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 19 Social Media Understanding the growing need to participate in social media, SP+ has developed targeted city and market segment programs to evaluate the effectiveness of marketing in social media channels. Through the development and implementation of city Facebook pages and Twitter campaigns SP+ Marketing and local field operations teams have gained significant experience and knowledge for supporting these efforts. In addition, SP+ Marketing has implemented Facebook promotional ad and social media engagement campaigns that have generated Facebook likes and followers on Twitter. Moving forward additional emphasis will be placed on developing consumer promotional campaigns and a B2B social media presence through LinkedIn. Direct Marketing/Outdoor Advertising Indoor/Outdoor Signage In a number of major markets across the country SP Plus Corporation is engaged in signage programs. Tactics employed include in-facility signage targeted to deliver impressions to on-site visitors, as well as exterior signage designed to deliver on-site and public impressions. In support of the initiatives, SP+ Corporate works with its internal sign shop, SP+ Signs and third party providers to ensure the requirements of the client are met. In addition, SP+ Operations teams work with local authorities to ensure all local ordinances are observed and the necessary permits are acquired to prevent unexpected delays and expense. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 20 Enhanced User Experience- Technology Integration The expanded feature functionality available through smart phones has enabled the delivery of enhanced consumer experiences. SP+ Corporation has implemented value add consumer programs that provides for an improved user experience. Leveraging QR codes SP+ can provide parking reminders to ensure customer remember where they parked and can easily find their way back to the facility. Working with local merchants, garage posters can promote local merchant offers that can be delivered via the QR code and a website landing page. This would mostly apply to the South Miami Municipal Garage. Public Relations Press Release As a publicly traded company SP Plus Corporation has extensive experience and expertise in developing and distributing press releases. Through the combined efforts of the SP+ Marketing and SP+ Corporate Communications teams, press releases are developed to ensure a well written and effective release that meets the specific messaging needs. From identifying activities to be communicated, development of specific talking points and generating effective content that attracts media attention, SP+ provides end to end support. Seeding of Press Working with local media Ensuring the appropriate media channels pick up a press release is as much about targeting as it is about content. By fully assessing the target audience for a specific press release the SP+ Corporate Communications team develops a seeding strategy that maximizes pick-up and penetration. This includes national mass PR channel distribution as well as regional and local distribution strategies targeted to specific geographies and market specific channels. In addition, SP+ has developed a tiered approach allowing for fully distributed national Press Releases as well as more targeted Informational Releases focusing on specific geographies. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 21 Way finding Signage One area we feel the City can improve upon is in its wayfinding signage to the Municipal Parking Garage and other areas of interest within the downtown core. With the Municipal Garage being a mixed use development, the appearance as a parking garage is well concealed from infrequent visitors. With this in mind, it is important advertise the facility’s entrance points with signage that is clear and understandable while also enhancing the City’s brand. As a result, we have taken the task to provide you with a sample of what your new wayfinding signage can like and how the signs can add to the aesthetics of the City’s street scape. SP+’s Approach to Parking Enforcement Parking enforcement is a crucial service provided in any downtown area and must be performed in a consistent professional manner with customer service at the very core of the operations. Not only do we train our parking enforcement personnel with the best certified instructors in the country, our team is led by individuals that have actually served in the role of a parking enforcement officer in other municipalities. This hands-on knowledge alone sets us apart from other operators. SP+ Municipal Services will ensure that all enforcement officers are properly trained with specific understanding of City of South Miami municipal codes and state statutes. Emphasis will be placed on maintaining a professional image through personal appearance, courtesy and positive public relations. Parking enforcement activities shall be performed: Fair and consistent as dictated by the City of South Miami, city code and state statutes. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 22 Assist downtown customers with directions and other information. SP+ Municipal Services stresses that Ambassadors ARE NOT police officers, do not carry firearms and have no arrest authority. Enforcement staff shall patrol and monitor all parking enforcement areas either by walking, use of vehicle or possible bicycle. Zones shall be enforced on a regular basis at least every two hours or less for shorter time periods. Hand held unit (HHU) computerized ticket writing devices shall be used and manual tickets should equipment fail. Time zones shall be checked for overtime parking using the HHU and other manual means. Should ordinances allow, vehicles with outstanding tickets shall be immobilized when instructed so as not to damage a vehicle. Appear and testify in court to defend any tickets issued should someone appeal. Assist with meter collections and maintenance and other related duties. All Parking Enforcement Officers (PEOs) are equipped with a two-way radio or cell phone All PEOs are equipped with a handheld computer for ticket Enforcement Training SP+ Municipal Services has two of the most experienced municipal On-Street parking managers in the country on our staff, Roamy Valera, CAPP Brian Scoggins, CAPP and Steve Hernandez, CAPP. Combined, these individuals have over 70 years of municipal On-Street parking experience. Roamy Valera would head up the training for The City of South Miami. Mr. Valera has extensive experience in this area, as he was the Training and Development Director for the International Parking Institute. No other company can compare to Standard when it comes to enforcement personnel training. Mr. Valera will be involved in initial training all personnel and will visit the City of South Miami periodically to conduct refresher training sessions with the field personnel, as well as the office staff involved in the On-Street Enforcement operation. SP+ Municipal Services’ reputation for excellence in on-site management is built on a comprehensive, award-winning training system. The process identifies and develops the skills and behaviors required to enable all of our employees to perform up to our stringent expectations. No other parking company places as high a premium on customer service enhancement and its positive linkage to a professional, in-house training department. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 23 The excellence of our comprehensive training programs has been recognized by both the parking and training industries. We have been the recipient of five national awards, including two Telly awards, and a national award for excellence by the National Association of Industrial Office Properties (NAIOP). The International Parking Institute’s Certified Administrator of Public Parking (CAPP) is the highest recognized professional credentials for municipal parking operators in the industry. SP+ is proud to have two of these individuals leading our on street and municipal services with others currently enrolled in the program. No other operator is committed to this program or has a team of individuals like we have who have obtained this certification. First-Class Training = First-Class Customer Service Frontline employees, through their professional appearance and provision of services, are the people most responsible for meeting customer service goals. Client satisfaction depends on exemplary service provided everyday by office staff, enforcement agents, parking meter technicians and all other employees. SP+ leads the industry in all the benchmarks of customer satisfaction due to the strength of its multi-faceted training programs and the company’s commitment to training. SP+ provides extensive training specific to On-Street operations. Below is an outline of the training that each enforcement ambassador goes through at the beginning of their employment. As a reinforcement and supplement, additional quarterly training will be provided. Parking Enforcement Officer (PEO) Training Curriculum The Parking Enforcement Officer (PEO) has evolved over the years and it is now recognized as a key component of any successful on-street parking program. The PEO carries the responsibility of the image a city/town is hoping to portray. An untrained PEO staff can add to the perception that the ticket writers work the streets with cavalier attitudes and complete disregard for the importance and understanding of public relations and customer service. The training module is designed to challenge the current behavior and perception that PEO’s don’t have to deal and or worry with public perception. The intent is to begin the process of a paradigm shift that has existed for many decades, which has portrayed the parking enforcement profession as unfriendly and with little or no regards for customer’s satisfaction. In addition to enforcement staff, we will require and train all other employees, including office personnel to go through this process. The office staff often handles complaints by citizens regarding tickets and other issues in the field. We believe that our office staff must be trained to understand what happened in the field and have the proper training and demeanor to deal with these combative and stressful situations. The following is a sample of our training format and class presentation. We will customize our training sessions for the City of South Miami. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 24 Training Overview Introduction – Have all participants introduce themselves and share their years of job experience and expectations for the training program. Share overview of the training program and then discuss the concept of public relations and the “ambassador program”. Review the training agenda and record training expectations. The Role of the PEO (Ambassador) Participants will be asked to describe the role of the PEO and how they perceive their role as a PEO in their city/town. The “role” is not to be confused with job duties. Participants will describe their role as a PEO Trainer will “define” the role of the PEO and the “ambassador” program The realities of the job (life experiences that can be shared) of the PEO SWOT analysis Participants will actively participate in a group discussion and provide a detailed SWOT analysis for the role of the PEO Public Relations and the PEO (Ambassador) The participants will be asked to define public relations and what role it plays in their “role as a PEO”/Ambassador. Group discussion on public relations and how each interaction they encounter impacts the public relations efforts of the city/town and/or department Discuss real life experiences where an “interaction” with a customer was positive and one that was negative Evaluate how real life experience can be positive and negative, if not handled properly Communications Communications is one of the most critical components of the “role” of the PEO. The number of daily interactions while performing their “roles” leads for opportunities where situations are handled properly or not. Those situations and/or interaction that are not handled properly can lead to hostility and negative interactions. The ability for the PEO to be able to effectively communicate while performing the duties and “role” of the job is essential not only for the public relations efforts, but for the safety of the officers. Share how critical communications is to the “role” of the PEO. Discuss how to avoid and handle hostile interactions with customers. Participate in exercises that highlights the common deficiencies that are prone to PEO while performing their duties and “role” Facial Expressions Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 25 Body Language Tone of voice Eye contact Accountability The importance for each PEO to understand their “role” as part of the overall parking program comes full circle when each participant identifies the areas where they are accountable while they perform their duties and responsibility. The concept of defining a “role” is done to persuade their behavior and actions to see their jobs as important aspects of a parking program, a city/town’s image, a company’s goal to provide outstanding customer service and ultimately for the officers to enjoy and find fulfillment in the profession. In a group setting discuss the following: Have participants discuss the “realities of their jobs” Identify the “realities of their jobs that they CAN control Identify the “realities of their jobs that they CANNOT control Discuss the findings of each group and challenge the participants to take on the responsibility for handling the “things” they can control while performing their duties and fulfilling their “role” Prior to each quarterly training session, Mr. Valera would contact the City’s Project Manager to ask if he/she had any ideas on what needed to be reinforced or discussed. We would make this a true partnership where the City’s goals would be our goals. SP+’s Approach to Booting and Towing SP+ Municipal Services has established sound booting and towing practices over the course of several years. In addition, many members of the SP+ Team have been involved in establishing and managing municipal scofflaw programs nationwide. With combined experience in dozens of markets across the country, we have been able to revamp scofflaw management programs with a focus on improved service while increasing the rate of return on the program. It would be our plan to review the current policies and procedures in place at the City of South Miami on the handling of scofflaws within City streets. We will then provide our input and/or modifications to maximize our team’s effectiveness. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 26 SP+’s Approach to Residential Permit Programs Our Company and team of municipal experts have successfully implemented Residential Parking Permit Programs nationwide in cities like Richmond, VA; Charlotte, NC; Orlando, FL; Manitou Springs, CO; Newport Beach, CA; Louisville, KY; and more. SP+ has managed these RPPPs using a variety of methods including LPR, hangtags, and windshield decals. Our proposed website will provide a residential program permit section where the City’s residents will have the ability to fill out their residential permit application. The application will be sent to our project manager who will then verify residency and call the resident and schedule an appointment to receive their zone-specific permit. We can also issue daily permits for their guests and interface the issuance of those permits with our Click and Park program that allows them to print the permit conveniently at their home. A General Overview Approach to our RPP Programs: The need to monitor and control parking in residential areas is a national issue that most municipalities are dealing with. In some areas, depending on the setting, cities are dealing with college campuses, hospitals and even high schools that impact adjacent neighborhoods. In addition there are situations where sporting events and venues create an impact. A lot of times it is as simple as downtown workers attempting to avoid the parking fees, parking several blocks outside a CBD and walking. All of this has a major impact on surrounding neighborhoods with people who have limited off street parking and need street parking for their personal vehicles and visitors. Some of the policies that have implemented are: Enforcement must be daily, fair and consistent Issue a limited number of permits, typically two, to each address and allowing to park anywhere in designated zone Residents can obtain “visitor” passes for friends & family or numerous special permits for meetings, gatherings or other social events. This typically would require an application process Regulations can be enforced 24/7 or only during specific times (i.e. sporting events, evening hours, school hours, etc.) During non-residential hours, time restrictions can be placed to limit open public parking to prevent all day parking Permits are issued and maintained at a central location typically the main parking office Officers with computerized hand held devices will have all information stored and easily accessed. Permits can a vehicle license plate that is easily identifiable and simple renewable during a specific time period Permits can be a hang tag or actual bar code sticker that can be scanned or input into the computer by a PEO manually or with a wand Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 27 SP+’s Approach to Maintenance/Collections Because of the methods of collecting meters in an open public environment it is imperative that the proper security and accountability methods are used. We apply all municipal parking industry standards to meter collections. They are as follows: Provide a set collection route to meet the City’s requirement to collect each meter at least on a bi-weekly basis and more often if canisters are full. Proper vehicles & equipment for collections (van, carts, canisters, counters) Trained personnel with established written SOP manual Routes must be established and assigned each day GPS devices should be installed in vehicles depending on application and routes (not in included in our price proposal) Routes are rotated on a daily basis so as not to set a pattern Each route has a separate and sealed canister for revenue Each canister is identified and logged for a particular route The mixing of revenues is strictly prohibited Meter keys are secured in a safe and logged in and out for each route Meter revenue is brought in to a secure location and each canister is logged and tagged. The keys to the canister are in control and custody of the supervisor – not the collector All personnel involved in the counting will sign appropriate completion logs Deposits will be prepared, logged and transported to the depository All revenues will be tracked by day, route, collector, weather conditions, etc to ensure consistency and identify any deviations, spikes or decreases All meters with auditing features shall be audited during each collection and reconciled against the monies counted and deposited Surveys will be taken for occupancy and ticket activity and compared with collections Activity from the Multi-Space Unit software will be viewed on a continual basis Service, Maintenance and Replacement of Parking Meters Keeping meters operable is essential to the integrity of the program to not only ensure proper revenues are received, but also to maintain high levels of customer service, consistent enforcement and credibility in judicial proceedings. Because we perform these services in numerous municipalities around the country, we have a solid procedure that is accepted as industry standards. They are as follows: Preventive Maintenance program for all multi-space and any single space meters All meters cleaned, graffiti removed and batteries replaced at least once per year Ample parts, domes, batteries, poles, supplies in inventory Spare housings & locks in inventory Spare mechanisms in inventory for immediate replacement Meter repairs responded to within 4 working hours of receipt Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 28 Meter repair log maintained in system All routes checked each morning for damaged meters Enforcement staff trained to log and call in malfunctioning meters Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 29 Legal Comments As indicated in the RFP, we may disclose any objections and/or exceptions to the sample management contract included in the RFP document. Although we’re fairly certain that these terms are not applicable to this type of service contract or can be quickly clarified during our contract negotiations, we feel it important to point out some of our concerns with the contract language: City has the option to require Contractor to eliminate or reduce insurance deductibles. We would like to discuss further. Before starting any work Contractor shall deliver certificates of insurance and copies of insurance policies and all endorsements. The City also has the right to require Contractor to provide certified copies of policies. We will provide certificates of insurance including the City as an additional insured. City wants to approve any attorneys or law firms used. We cannot agree to this because our insurance carriers have the final say on which attorney(s) we use. We can include the City in the decision on which attorneys/law firms we use to defend them, but the final choice must remain with our carriers. City is requiring professional liability insurance. As with the other points above, this is usually required in a construction contract (engineers, architects, etc.), but we typically do not provide this. We provide these comments in the spirit of full disclosure, but would like to discuss further since we feel that all of them can be overcome during our contracts discussion. 2. Résumés Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 30 Resumes The SP+ Team stands alone at the top of the industry with diverse executive leadership and management teams. In addition, our experienced and well-respected SP+ Municipal Services Team will support the City of South Miami throughout the duration of the contract. We have found, as our business continues to grow in size and services provided, it is best to provide our client’s with direct contact with industry specific experts. Four members of our management structure have already obtained their C.A.P.P. (Certified Administrator of Public Parking) certification from the International Parking Institute (IPI) and nearly a dozen more throughout the Company have either earned their C.A.P.P. or are enrolled in the program. South Miami can be assured SP+ will continue to make this investment in the SP+ South Miami staff should we earn your business. The below biographies highlight the careers our executive and local management teams as well as SP+ Municipal Services Division. Executive Leadership Team James A. Wilhelm President and Chief Executive Officer Mr. Wilhelm has served as our president since September 2000 and as our chief executive officer and a director since October 2001. Previously, Mr. Wilhelm served as executive vice president— operations since March 1998 and as senior executive vice president and chief operations officer from September 1999 to August 2000. Mr. Wilhelm joined the Company in 1985, initially managing parking facilities in the Company's Chicago division and ultimately becoming responsible for the Company's Midwest and Western Regions, which included parking facilities in Chicago and sixteen other cities throughout the United States and Canada. Mr. Wilhelm received his B.A. degree from Northeastern Illinois University in 1976. Marc Baumann Chief Financial Officer, Treasurer and President of Urban Operations Mr. Baumann was appointed chief financial officer, treasurer and president of urban operations in October 2012. Until that time, he had served as our executive vice president, chief financial officer and treasurer since joining the Company in October 2000. From January 1993 to October 2000, Mr. Baumann was chief financial officer for Warburton’s Ltd. in Bolton, England. Mr. Baumann is a certified public accountant and a member of both the American Institute of Certified Public Accountants and the Illinois CPA Society. He received his B.S. degree in 1977 from Northwestern University and his M.B.A. degree from the Kellogg School of Management at Northwestern University in 1979. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 31 Daniel G. Huberty, Executive Vice President Dan Huberty, is responsible for the company’s South Division. His duties include the marketing and administration of over 850 Urban and Municipal facilities in eleven states and Puerto Rico. He has over 20 years experience in management, leasing, project feasibility and due diligence review, while brining financial management and political experience to our organization. Mr. Huberty was promoted in October 2012 as Executive Vice President of Operations for the company’s South Division in connection with the Standard Parking / Central Parking merger. Previously, he was the Senior Vice President of National Sales for Central Parking. Mr. Huberty joined Central Parking in 2011 after serving as Vice President for Clean Energy Fuels. Prior to that, he worked in the parking industry for 16 years serving in various capacities. Mr. Huberty currently serves as the State Representative for Texas House District 127, and also served his local community as a School Board Trustee for Humble ISD from 2006 - 2010. He received his B.S. degree in 1991 from Cleveland State University and his M.B.A. from the University of Phoenix in 1998. Park South Miami Management and Oversight Team Robert Cizek Senior Vice President Robert has spent 25 years in the parking industry including twenty of those years at Central Parking. He has held a number of positions as General Manager in the cities of Miami, Tampa, and Washington, DC. Robert also oversaw Central’s Municipal and airports verticals for several years ultimately rising through the ranks to become Senior Vice President responsible for Business Development and Operations in more than ten states. Robert served on the board of International Parking Institute where he served as the company liaison for technology advancements and public sector operations. Robert’s relationships extend throughout the U.S. as a result of his work efforts at Central parking, as well as his activities promoting the advancement of “intelligent transportation” technologies while working with Park Mobile, the largest provider in the United States of pay by phone for on- and off-street parking, and StreetSmart a wireless vehicle detection technology company. Robert attended the University of North Carolina at Asheville where he graduated with a degree in Small Business Management while simultaneously playing Division I tennis on a full scholarship. 3URSRVDOIRU3DUNLQJ0DQDJHPHQW6HUYLFHVIRUWKH&LW\RI6RXWK0LDPL5)3)1 3DJH Andrew Tedrick 9LFH3UHVLGHQW)ORULGDDQG&DULEEHDQ $QGUHZMRLQHG&HQWUDO3DUNLQJLQ+HUHFHLYHGD%DFKHORURI$UWV GHJUHHLQ3ROLWLFDO6FLHQFHIURP7KH8QLYHUVLW\RI6RXWK)ORULGD0U 7HGULFNLVUHVSRQVLEOHIRUDOORI6WDQGDUG3DUNLQJDQG&HQWUDO3DUNLQJ¶V RSHUDWLRQVLQ)ORULGDDQG3XHUWR5LFR3ULRUWRKLVFXUUHQWSRVLWLRQ0U 7HGULFNKHOGWKHSRVLWLRQRI*HQHUDO0DQDJHU0LDPLZKHUHKHZDV UHVSRQVLEOHIRUWKHRYHUVLJKWRIDOOWKHFRPSDQ\¶VRSHUDWLRQVLQWKH 0LDPLPDUNHW$GGLWLRQDOO\0U7HGULFNKDVKHOGSRVLWLRQVRILQFUHDVLQJ UHVSRQVLELOLW\ZLWKWKHFRPSDQ\WKURXJKRXWWKHVWDWHVRI)ORULGDDQG 7H[DV0U7HGULFNKDVH[WHQVLYHH[SHULHQFHLQ&ODVV³$´RIILFHIDFLOLWLHVPXQLFLSDORSHUDWLRQV PL[HGXVHIDFLOLWLHVDQGVWDGLXPRSHUDWLRQV0U7HGULFNLVDQDFWLYHPHPEHULQ%20$0LDPL 'DGHDQGLVDPHPEHURILWV/HDGHUVKLS&RXQFLODQG*RYHUQPHQW$IIDLUV&RPPLWWHHDVZHOODV DPHPEHURIWKH)ORULGD3DUNLQJ$VVRFLDWLRQ Chester Escobar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³03$´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¶V%RDUGRI'LUHFWRUV%20$ DQGKROGVDEDFKHORUVGHJUHHLQ%XVLQHVV$GPLQLVWUDWLRQIURP)ORULGD,QWHUQDWLRQDO8QLYHUVLW\ Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 33 Yessenia Cintron Area Manager – Park South Miami/Interim Project Manager Yessenia has over thirteen years of executive business management/administration experience within the parking industry. Over the years, Mrs. Cintron has developed a sense of customer service accountability that brings a fresh approach to evaluating and providing ongoing first-class customer service. She is currently responsible for the daily operations of several of key locations in South Florida, including the City of Coral Gables operations. As Senior Manager, she ensures that proper revenue trails are established through out our operations to ensure compliance with audit policies and procedures. She is skilled in preparing and reviewing client budgets, financial monthly statements and aged trial balance reports, which help the clients to reach their organizational and revenue objectives. She is proficient in quality management using a pragmatic approach to problem solving. Mrs. Cintron gets right to the heart of what the clients need, quickly identifies goals and puts together an action plan that will keep the clients focused and in control. Effective results are her priority. Functioning as the Customer Service Coordinator (CSC), Yessenia uses her leadership, communication, project management, and customer service skills to implement and monitor first-class customer service programs and refresher training modules to uphold Standard Parking’s highest levels of management and customer service. Yessenia’s training programs are both informative and involving while using a down to earth approach. Her business leadership, technical writing, and communication style coupled with her enthusiasm contribute to the success of our day-to-day operations. SP+ Municipal Services Management Team Roamy R. Valera, CAPP Senior Vice President, Municipal and Institutional Services Roamy has a background in the parking industry that extends over 24 years, including 11 years as a public administrator. As a Senior Vice President, Mr. Valera is responsible for our Municipal and Institutional Services team, specializing in best-in-class solutions for managing parking capacity, vehicle registration, permits, fee collections, enforcement procedures, shuttle services, special event requirements, electronic reporting and maintenance of parking locations. Prior to joining SP+ and Standard Parking, Mr. Valera served as a Vice President of Timothy Haahs and Associates, where he supervised the firm’s Florida operations, including project and financial management and business development. Mr. Valera also served as the Miami Parking Authority’s Deputy Executive Director. He supervised all on-street and off- street operations and planning and development directives. Mr. Valera directed a comprehensive development program for the Miami Parking Authority, including managing capital construction projects. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 34 Brian P. Scoggins, CAPP Director of Municipal Services As Director of Municipal Services, Brian carries more than 30 years of parking experience including 25 years as the City of Orlando Parking Operations Manager, he is a Certified Administrator of Public Parking (CAPP) and has direct experience managing and directing all the activities for parking garage and surface lot operations, special event parking, studies and surveys, enforcement, violations processing and collection, accounting and every other aspect of parking systems. Brian serves on the board of advisors for the International Parking institute. Brian will be involved in the implementation process as well as providing ongoing oversight of the operation. Stephen M. Hernandez, CAPP Director of Municipal Services With over 12 years of experience, Stephen’s background allows SP+ Municipal Services to seamlessly guide our clients through difficult transitions and complex installations of new technologies. Throughout Stephen’s career he has been actively engaged in introducing new and emerging technologies within municipal systems. Earlier in Stephen’s career, he was the Associate Vice President of Municipal Services for Lanier Parking Solutions where he was responsible for the operations of several on-street and off-street contracts; including the City of Louisville, KY; City of Richmond, VA; City of Wilmington, NC; City of Durham, NC; and more. Stephen’s clients consistently experienced year over year revenue growth while maintaining control over the operation’s expenses. Stephen also spent time working for technology firms Digital Payment Technologies and QuickPay Corp. While at both firms, Stephen led several efforts to implement their equipment and software with the end-user’s experience in mind. This served as a critical aide to the operation’s local staff in their efforts to maintain the program’s assets to ensure system uptime. Stephen holds a CAPP certification from the International Parking Institute (IPI) where he also serves on the IPI Technology Committee. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 35 Resume of Chester S. Escobar, Regional Manager for South Florida and Caribbean Experience Total Years of Experience: 20 Miami Parking Authority  Chief Operations Officer  Purchasing Agent  Manager of Enforcement and Special Projects Impark Corporation –  General Manager, Florida City of Miami Beach  Assistant Parking Director, On street  Oversight of the following departments: Collections, Meter Maintenance, Cash Room, Customer Service, Parking Enforcement, Sign Installation and Maintenance. Professional Affiliations: International Parking Institute, Florida Parking Association, Greater Miami Chamber of Commerce, City of Coral Gables Chamber of Commerce, BOMA Education Florida International University, Bachelors of Business Administration & Management Mr. Escobar has a background in the parking industry that extends over 20 years, including 11 years as a public administrator. As Regional Manager of South Florida he will have full oversight of all operations in the South Florida area. He will provide a transitional plan and provide a weekly update as we take over operations at the City of South Miami. Prior to joining SP+/Standard Parking, Mr. Escobar served as the Chief Operations Officer of the Miami Parking Authority. Prior to MPA he oversaw all operations in the State of Florida for Impark which is a multi national parking operator in the North America. During his tenure with Impark they experienced the largest growth in the Miami Area. As the assistant Parking Director for the City of Miami Beach, he oversaw all on-street parking operations and worked closely with all other city departments. His most significant project during his tenure in Miami Beach was the on-street meter conversation of 5,000 single space meters to 500 multi-space meters throughout the iconic City streets. His ability to roll out new programs to the general public will serve the City well. Affiliations Florida Parking Association, Treasurer and current Board Member BOMA Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 36 Coral Gables Chamber of Commerce Resume of Yessenia Cintron, Senior Manager for South Florida Experience Total Years of Experience: 13 Standard Parking Corp.  Senior Manager South Miami Operations  Facility Manager  Regional Auditor Artmark Products Corporation  Office Manager Education Barry University, Miami Shores, August 1995-December 1997 Bachelors of Science Degree Mrs. Cintron Yessenia Cintron, Senior Manager of the SP+ South Florida region has over thirteen years of executive management experience within the parking industry. Over the years, Mrs. Cintron has developed a “sense” of customer service accountability that brings a fresh approach to evaluating and providing ongoing first-class customer service. She is responsible for the daily operations of approximately twenty-three (23) locations within South Florida and ensures that all existing accounts operate in accordance with the specific operation plans and contracts. As senior manager, she ensures that proper revenue trails are established throughout our operations to ensure compliance with audit policies and procedures. She is skilled in preparing and reviewing client budgets, financial monthly statements and aged trial balance reports, which help the clients to reach their organizational and revenue objectives. She is proficient in quality management using a pragmatic approach to problem solving. Mrs. Cintron gets right to the heart of what the clients need, quickly identifies goals and puts together an action plan that will keep the clients focused and in control. Effective results are her priority. Her business leadership, communication style, project management, and customer service skills coupled with her enthusiasm contribute to the success of our day-to-day operations. Prior to joining the Standard Parking family, Mrs. Cintron was responsible for executing and managing new and existing national accounts in the fastener and electrical division averaging gross revenues of five million dollars per year. She Coordinated and executed inquiries and purchase orders for foreign vendors and national accounts. Prepared and processed proformas, shipment set-ups and invoices and was also responsible for executing and monitoring the company’s advertising projects. 3. Disclosures Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 37 Disclosures (a) SP Plus Corporation does not have any relationships between the firm and any Commission member, his/her spouse, or family. (b) SP Plus Corporation does not have any relationship between the firm and any business or entity owned by a Commission member or their family or in which a Commission member or their family has or had an interest. (c) SP Plus Corporation does no have any other information concerning any relationships between the firm and any Commission member which the Applicant deems might be relevant to the Commission’s consideration. (d) SP Plus Corporation does not have a “conflict list” pertaining to the City of South Miami. e RESTRICTION ON REPRESENTATION Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 38 Restriction on Representation SP Plus Corporation acknowledges neither the firm, nor any of its employees shall be permitted to represent any client before the Commission or any Committee, department or agency of the CSM, and shall agree not to undertake any other private representation which might create a conflict of interest with the CSM. The firm may not represent any Commission member, individually, or, any member of their family or any business in which the Commission member of their family has an interest. f REQUIRED DOCUMENTATION Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 39 Required Documentation i. Proof of authorization to transact in the state of Florida from the Florida Secretary of State, for Prime as well as supporting firms. Please see our Proof of authorization to transact business in the state of Florida from the Florida Secretary of State on the following page. StateofFlorida DepartmentofState IcertifyfromtherecordsofthisofficethatSPPLUSCORPORATIONisa DelawarecorporationauthorizedtotransactbusinessintheStateofFlorida, qualifiedonFebruary8,1982. Thedocumentnumberofthiscorporationis851793. Ifurthercertifythatsaidcorporationhaspaidallfeesduethisofficethrough December31,2014,thatitsmostrecentannualreport/uniformbusinessreport wasfiledonMay1,2014,anditsstatusisactive. IfurthercertifythatsaidcorporationhasnotfiledaCertificateofWithdrawal. Givenundermyhandandthe GreatSealoftheStateofFlorida atTallahassee,theCapital,this theSeconddayofMay,2014 AuthenticationID:CU9284521250 Toauthenticatethiscertificate,visitthefollowingsite,enterthis ID,andthenfollowtheinstructionsdisplayed. https://efile.sunbiz.org/certauthver.html Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 41 ii. Current and valid State of Florida Contractors License. SP+ does not have a State of Florida Contractors License. However, we have placed copies of our City of Miami Certificate of Use, City of Miami Business Tax License and our Miami – Dade County Local Business Tax Receipt on the following pages. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 45 iii. Proposed organization chart identifying key professionals and their area of responsibilities. Robert Cizek Senior Vice President Andrew Tedrick Vice President Chester Escobar Regional Manager Yessenia Cintron Area Manager & Interim South Miami Project Manager SP+ Municipal Services Roamy Valera, CAPP Senior Vice President Steve Hernandez, CAPP Director, Municipal Services The SP+ Municipal Services Team will provide ongoing management, operational and consultative assistance to the City of South Miami program throughout the duration of the contract. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 46 iv. List of recent clients and references with contact names and telephone numbers. As the largest parking management firm in the United States, SP Plus Corporation has extensive experience in parking operations and management services agreements with other governmental or business entities similar in scope to this contract. City of New Orleans On-Street Parking Meter Management City of New Orleans, Louisiana 1340 Poydras St. Suite 801 New Orleans, LA 70112 Contact: Zepporiah Edmonds, Parking Administrator Telephone: (504) 658-8200 Email: zedmonds@nola.gov Services Provided: SP+ provides collections, maintenance and auditing of 1,000 single space meters and 450 multi-space machines encompassing over 5,000 spaces. Provide Pay-by-Cell phone services. Location highlights, 4,130 spaces, 410 Automated Pay Stations, 900 POM single post meters. Annual revenue collected: Approximately $3.5 million. We perform all repairs and maintenance, collections, maintain a customer call center (6) six days per week, handle meter bagging, facilitate sign maintenance and replacements, and meter relocation and post repairs, including concrete work. City of Miami Beach Parking System City of Miami Beach 755 Meridian Avenue, Suite 100 Miami, Beach, Florida 33139 Contact: Saul Frances Telephone: (303) 673-7505 Email: saulfrances@miamibeachfl.gov Services Provided: SP+ provides parking management for numerous city-owned parking garages and lots including lots totaling 8,500. We alsomManage and perform the meter collections duties of the City’s entire on-street meter inventory of approximately 8,500 spaces and over 220,000 meter collections annually. SP+ has been the service provider on behalf of the City of Miami Beach since 2001, and has collected estimated on-street revenue of over $20 million dollars. The total contract amount is approximately $275,000. City of Richmond Parking System City of Richmond 900 E. Broad Street, Room 1003 Richmond, Virginia 23219 Contact: Lynne Lancaster Telephone: (804) 646-6006 Email: lynne.lancaster@richmondgov.com Services Provided: SP+ provides parking management for 17 city-owned parking facilities totaling 6,004 parking spaces including facilities serving the 258,000 square foot Richmond Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 47 Convention Center, the 13,500 seat Richmond Coliseum and the Landmark Theatre. We also manage On Street parking operations consisting of 1000 meters, installation and meter repairs as well as parking enforcement in residential zones and booting. Installed two LPR Systems and new multi-space equipment. City of Colorado Springs Parking Facilities City of Colorado Springs 30 South Nevada. Suite 504 Colorado Springs, Colorado Contact: Gregory Warnke Telephone: (719) 385-5682 Email: gwarnke@springsgov.com Services Provided: SP+ provides parking management for 5 city-owned parking facilities totaling 2,717 parking spaces. City of Coral Gables Parking Facilities City of Coral Gables 2801 Salzedo Coral Gables, Florida 33134 Contact: Kevin Kinney Telephone: (305) 733-0294 Email: kkinney@coralgables.com Services Provided: SP+ provides parking management for 4 city-owned parking facilities totaling 1,634 parking spaces. City of Fort Worth Convention Center and Will Rogers Memorial Coliseum City of Fort Worth 1201 Houston Street Fort Worth, Texas 76102 Contact: Betty Tanner Telephone: (817) 392-2502 Email: betty.tanner@fortworthgov.org Services Provided: SP+ provides parking management services at multiple garages and lots with over 5,000 spaces for the 300,000 square foot Fort Worth Convention Center and the 125,000 square foot Will Rogers Memorial Coliseum and Equestrian Center. City of Denver Parking Facilities City of Denver 201 W. Colfax Avenue, Dept. 508 Denver, Colorado 80202 Contact: Sean Mackin Telephone: (720) 913-4548 Email: Sean.mackin@denvergov.org Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 48 Services Provided: SP+ provides parking management for 7 city-owned parking facilities totaling 3,111 parking spaces including the Cultural Center Complex Garage, Performing Arts Complex Garage and the Justice Center Garage. City of Great Falls Parking Facilities City of Great Falls Civic Center, PO Box 5021 Great Falls, Montana 59403 Contact: Craig Raymond Telephone: (406) 455-8530 Email: craymond@greatfallsmt.net Services Provided: SP+ provides parking management for 9 city-owned parking facilities totaling 2,217 parking spaces. City of Tampa Parking System City of Tampa 107 North Franklin Street Tampa, Florida 33602 Contact: Jim Corbett Phone: (813) 274-8179 Email: jim.corbett@tampagov.net Services Provided: Beginning in 2010 SP+ has provided installation and maintenance services for approximately 150 multi-space meters on behalf of the City of Tampa. This includes preventive maintenance and Level 2 support activities. In addition to the multi-space meter maintenance program, SP+ also maintains the City’s remaining inventory of single space meters. Miami International Airport Miami – Dade County Aviation Authority PO Box 592075 Miami, Florida 33159 Contact: Ray Diaz Phone: (305) 876-7627 Email: rdiaz@miami-airport.com Services Provided: SP+ provides parking management and valet parking for over 8,000 garage and lot spaces. Fort Lauderdale – Hollywood International Airport Broward County Aviation Department 2200 SW 45th Street, Suite 101 Dania Beach, Florida 33312 Contact: Kevin Wu Phone: (954) 359-1216 Email: kwu@Broward.org Services Provided: SP+ provides parking management and valet parking for 15,900 garage and lot spaces. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 49 v. Respondents ”Public Entity Crimes and Conflicts of Interest,” shall be completed and provided with the proposal submittal. Please see our Public Entity Crimes and Conflicts of Interest form on the following pages. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 53 vi. Respondent's “Drug Free Workplace” form shall be completed and provided with the proposal submittal. Drug Free Workplace: Failure to provide proof of compliance with Florida Statute Section 287.087, as amended, when requested shall be cause for rejection of the response as determined by the City. Please see our Drug Free Workplace form on the following page. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 55 vii. Respondent's “No Conflict of Interest/Non Collusion Affidavit,” shall be completed and provided with the proposal submittal. Please see our No Conflict of Interest/Non Collusion Affidavit form on the following pages. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 58 viii. Respondent's “Acknowledgement and Conformance with OSHA Standards,” shall be completed and provided with the proposal submittal. Please see our Acknowledgement and Conformance with OSHA Standards form on the following page. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 60 ix. Respondents “Related Parties Transaction Verification Form,” shall be completed and provided with the proposal submittal. Please see our Related Parties Transaction Verification Form on the following pages. brotho.-0.-,i,<cr) i, rd,ted br blood or n1<ltTiage to: (il any rnemb .r of the City Commi,sjon: (ii) .nr City "mplo y"": or (iii) ~ny ",,,,nbe r of ~ny board or ,~ency o f the CSM other th"" .. follo w>, NIA (,,,. , .epar.te ,ileet t o ,upply ~dditio ",1 ioform,tion th.t w ill not f.t on thi' Ii"e t:.Jt rnak~ r el ... n<:e t o th~ .ddi d""",1 ,hee, W'hid\ ,,'Ust b.! sign .d under o,th)_ (7) No Other Finn, nor .ny officer, or directoro 01 that Othcr Fim, or ,nyone who has a fi n3.nciai I,,,e,.st Z'uter than S% in that Oth .,. firm. nor .ny member of ,1\0" person,' im"",di ~t e !:om ily (i .c_. 'P<"" •. pore "", children, bro d le" .nd ,iste n) no.-,ny of my im,,~ate family memb ~r' (he rei n.ft.e rden-.d to .. "f\.I~t ~ P~rci~,'~ h". r c'ponded to a .olicitation by tM CSM in which I or the Fi rm that I repre.e nt or .oyon . who h". fin,nci.1 in(~re,( gre""," than 5% in t h<o Fi rm, or ~ny r=mb.!r of tho,. I"'",ons' immediate family (i.e. 'pou,e , p,rent<, childrcn, brOther, and """"1 have aloo r '''pond"d, other than the follewing' -=.~~N~ffi~~;;;;;;;;~~~ ;--.: (u,~ , 'ep.;tra tc ,hcot '0 ,upply additional inlormo.t ion that will no< fit on th i. Ii "" hut n",k~ r~f,""""ee to me .ddition.1 ,h~o, which mu't h-c 'i,ned under oo<h). (8) I m d the Firm 'gr~~ tn., we.,~ oblig>ted to ,uwle"",nt thi. Verific.tion Form and in form tho City of ,ny d1,nge in c ir cum'tance s d>at would chang . our ~n 'wer> to 'hi' documen,. Speci fi ca ll y, .ft~r 'he op.ning 01 any '-"'porl'.' to ~ ""Iiolution. I .nd t h ~ fi rm ha ve '" obI iSot ion to .uppl em ~nt thi . Verifre,,;on Fo .. ", w ith the ""me 0/ a[1 Rela,~ P~rti e , wha hov~ .1>0 ,-,'po!1<lOO to the sam e ,oIieit>.tioI'1.nd to &.010 •• th . r el~tio",hi p of 'hme por'ie. to m<I and th e Firm. (9) A .io lat ion 0/ the CS M', Eth ic . C~, the tiving 01 any fa l« inlom"'tion or ,he f,ilLlr c to ,upp!emoot thi' VeriflC.tiOr! Form, r .... 1 ,ubieet "'" 0.-the Firm to immed iate t erm inatio n 01 .ny .greement with the CSM . ,rod tho im posit ion of the maximum fi" •• ndlo.-m y p~",I<ic •• llowed by law. Additio","lly. viobtion, m.y b. con>ider ~d by .nd ""hi"'t (0 action by the Mi.ml .D.d . Coun'y Cornmi,,1on on Ethic •. Undor pen,lcy c/ perjury, I declare ,1;,1' [ h>v~ m.de. di li&"n t effart to i nv~.t ig,(e the m.tt.,.,., to whi<:h I ~m '«o"i ng h~rein.bove .nd that the statements ",.tle h e rein~bovo ar~ truo ,nd com.", to ti le u.." 01 my knowl .dge. informatio ll .nd b.!li ~f. ",,,~ ___ --,f6~,,,- Pr int N.me & Titl e: Robert Cizek, Sen ior Vice President D .tc: _5~/112"I2,,"O,14L ______ _ ATTACHED: Soc. 8A ·1 • Co"flict ct .""e".rod co<i<o 0 1 «hie, o.-di""nc~ Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 62 x. Price Proposal Sheet. Please see our Price Proposal Sheet on the following pages. PRICE PRO POSA L SHEET The Proposed Base Fee Schedule is for e"ch of the ,upport services liswd in the SCQPe of Services of this REP. Any "ddilional ,ervices provided beyooo the proposed ba,e amount ,hall be pmvided and li 'ted .t the h our i)' r:lle, over the base fcc amounL Any .ddition,1 ,ervice ove r th e bose fce .mou nts, must be pre-approved by the Chief Finane i,,1 Officer. Additional ,ervice fee, ,nou ld no t e xceed the C ity', budgeted .mo um in the C ity's FY 14 ·15 budget for Parking Management Se,.".ice,. Notwith't"nding "n)'thing to the contrary contained ne rein. the "hecl u le for ,erv ice, ,ha ll be determ ined by the Ch ief Fin~nci~1 Officer hi' or ocr w le d i,eretion. AJllnd"sive Price: Year I • 239821 00 Year 2 • 24 7.160 .00 Year 3 • 25~ Z3.Z 00 Year 4 .- Year 5 $ 27 0,64 2.00 - S_YearTotat $ 1 ,2 Z~,92Z QQ Our annu al price indlJdes tne creation and desiQn 01 tn t! C ,ty 's Pa rkmg websi te. www.par ksouthmiamicom (asmall month ly ma ,ntenanCl" fee wi ll be additiona l) g ADDITIONAL INFORMATION Financial Reporting Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 64 Financial Reporting Client View® Financial Reporting Client View®, our fully-secured Internet-based system, gives clients the flexibility and convenience to access and download monthly financials and detailed backup reports, including: Statement of Revenue and Expense Labor Analysis Report  Employee Name  Pay Date  Hours Worked  Total Earnings (regular and overtime)  Employer Payroll Taxes  Workers Compensation Cost Revenue Summary Report  Revenue Data by Day  All Revenue Types (transient, meter, monthly, validation, coupon, miscellaneous)  Sales Tax Data  Average Ticket Data  Tickets Issued  Tickets Collected  Weekly and Monthly Summaries General Journal Report (detail that supports Statement of Revenue and Expense)  General Ledger Reference  Vendor Reference  Invoice Number 13-Month Trend Analysis The system also provides line item drill down capability (general ledger detail, vendor reference and scanned image of invoices), rolling 24-month historical data and the ability to convert reports to Microsoft Excel files. Financial Reports State-of-the-art information systems allow us to supply all the information you need to stay on top of facility performance. We can provide standard monthly reports covering: Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 65 Budgets by month, quarter and year. Monthly P & L reporting vs. budget by month, quarter and year. Revenue detail reporting. Payroll, overtime, benefit detail reporting. Insurance claim analysis reporting. Monthly ledger detail reporting. Invoice copies. Online inquiry between corporate and local offices. Please see our sample reporting package at the end of this section. Securities Exchange Act and Sarbanes-Oxley (SOX) Compliance, Certification As a public company subject to the requirements of the Securities Exchange Act of 1934 and the Sarbanes-Oxley Act, we adhere to accounting, internal control and reporting standards that are more rigorous than those typically followed by our non-public competitors. Under the direction of our Board’s Audit Committee, our Internal Audit Department plays an instrumental role in ensuring that the company meets these standards. The Department’s work includes the documentation of all business processes, control design analysis, key control identification and ongoing testing of controls for operating effectiveness. The Internal Audit Department also oversees identification and testing of the company’s entity-level controls, including the company’s Code of Ethics and other high-level controls that ensure the integrity of our business processes and financial statements. Managing this process puts the Internal Audit Department in touch with virtually every aspect of our business and thus helps to assure our clients that their parking facilities have proper and effective control environments. We completed an assessment of our internal controls over financial reporting as of the end of 2012, which were found to be effective and without material weakness. Our independent auditor, Ernst & Young, LLP, has completed its evaluation and testing of our internal control over financial reporting, and has issued its unqualified opinion supporting this conclusion. Quality and Internal Controls We have many programs designed to ensure timeliness and quality of the products we deliver to our clients. Monthly P&L Reviews. We have a monthly P&L review process that requires each client statement to be reviewed by a staff accountant and Senior Manager. A higher level review also takes places with senior management that would reveal larger issues or irregularities. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 66 Contract Compliance Audits. Contract Compliance Audits, performed annually by the Internal Audit Department, ensure that Staff Accountants are making the correct account entries, doing the necessary reconciliations and tying the statement back to the contract terms. Control Self Assessments. Operations managers participate in our Control Self Assessment (CSA) Program. Each quarter, management selects facilities that will participate in the CSA. Senior Managers are required to perform an extensive audit of the facility and enter their findings in a database. The results of the CSA are provided to senior management along with action plans to resolve any control deficiencies. Internal Audit Department Audits. The Internal Audit Department has full-time auditors that review our locations for compliance with company policies and procedures. The audit program is well defined and communicated to all levels of management. There are three distinct areas of the audit program: 1. Revenue Reporting 2. Records and Administration 3. Cash Security and Equipment More than 100 controls are tested for compliance. The audit findings, recommendations and implementation results are captured in an extensive database. The data from the audit program is used by all levels of management and the Training Department to identify areas needing improvement. Each facility audit is scored, and these scores play a significant role in a manager’s performance based compensation (bonus). Any controls found to be operating incorrectly that are not immediately remediated are captured in the audit database as a Critical Item. Critical Items cannot be removed from the audit report until an internal auditor has verified that the control is operating effectively. This ensures that no critical control issue goes unresolved. 2020MarvinGardens StatementofRevenue&Expense May2007 CURRENTMONTH YEAR-TO-DATE ANNUAL BUDGET Actual Budget Variance Actual Budget Variance Total REVENUES 00.848,796)00.846,2(00.683,32500.837,025gnikraPylhtnoM)05.994(00.451,8505.456,75 00.291,3305.117,900.498,4205.506,43gnikraPtneisnarT58.485,100.667,258.053,4 7,896.006,531.001,365.00 CouponRevenue1 65,190.0058,779.006,411.00 78,372.00 00.00.073,900.00.073,9gnikraPylhtnoMgnidliuB00.576,100.00.576,1 00.00.095,500.00.095,5gnikraPylhtnoMrodneV00.01900.00.019 00.00.599,100.00.599,1stisopeDyeK00.54400.00.544 00.05.76200.05.762tnevElaicepS00.00.00. 00.)01.(00.)01.(trohS/revOhsaC00.00.00. 72,931.35 67,451.00 5,480.35 TotalGrossRevenue 637,755.90 607,059.00 30,696.90 809,412.00 )00.385,37()08.930,2()00.781,55()08.622,75()gnikraP(xaTselaS)71.281()00.231,6()71.413,6( 66,617.18 61,319.00 5,298.18 TotalRevenue 580,529.10 551,872.00 28,657.10 735,829.00 OPERATINGEXPENSES 00.371,45)18.743,01(00.734,8318.487,84segaW&seiralaS)86.227(00.010,486.237,4 00.427,7)92.419,1(00.973,592.392,7nedruB&sexaTlloryaP)35.641(00.16535.707 00.829,5)71.870,2(00.644,471.425,6noisneP&erafleW,htlaeH)88.051(00.49488.446 00.655,6)52.206,1(00.256,452.452,6noitasnepmoCs'rekroW)37.121(00.58437.606 00.041,1)00.67(00.55800.139yrdnuaL&smrofinU)00.3(00.5900.89 00.234)97.851(00.42397.284seilppuSegaraG56.0100.6353.52 00.465)41.857(00.32441.181,1tekciT&gnitnirP00.7400.7400. 00.024)31.920,1(00.51331.443,1seilppuSeciffO00.5300.5300. 00.004,582.44800.050,427.502,3ecnanetniaM&sriapeR00.05100.05400.003 00.081)99.8(00.53199.341sngiS00.5100.5100. 00.005,6100.521,100.573,2100.052,11ecnarusnIytilibaiL00.52100.573,100.052,1 00.672)13.431,1(00.70213.143,1enohpeleT)44.221(00.3244.541 00.050,563.90300.028,446.015,4seeF&esneciL00.5500.5500. 00.)00.073,9(00.00.073,9gnikraPgnidliuB)00.576,1(00.00.576,1 00.)00.095,5(00.00.095,5gnikraProdneV)00.019(00.00.019 00.)82.14(00.82.14yticilbuP&gnisitrevdA00.00.00. 00.4800.3600.3600.thgierF&egatsoP00.700.700. 00.046,2)57.120,2(00.089,157.100,4seeFgnissecorPataD05.8600.02205.151 2020MarvinGardens StatementofRevenue&Expense May2007 CURRENTMONTH YEAR-TO-DATE ANNUAL BUDGET Actual Budget Variance Actual Budget Variance Total 00.61200.7200.26100.531segrahCknaB00.300.8100.51 00.)00.031(00.00.031sdnufeR00.00.00. 00.02173.0300.0936.95esnepxEsuoenallecsiM00.0100.0100. 11,262.11 7,936.00 (3,326.11)TotalOperatingExpenses 112,574.90 78,713.00 (33,861.90)107,403.00 55,355.07 53,383.00 1,972.07 NetOperatingIncome/(Loss)467,954.20 473,159.00 (5,204.80)628,426.00 00.)19.366(00.19.366xaTtnemerubmieR)68.66(00.68.66 00.008,700.00.058,500.058,5eeFtnemeganaMdexiF00.00.05600.056 54,638.21 52,733.00 1,905.21 NetProfit/(Loss)461,440.29 467,309.00 (5,868.71)620,626.00 40,700.00 AdvancetoOwner 366,300.00 $13,938.21 AmountDueOwner $95,140.29 2020MarvinGardens VarianceReport May2007 CURRENTMONTH YTD ExplanationActualBudgetVarianceVariance REVENUES )00.846,2()05.994(00.451,8505.456,75gnikraPylhtnoM 05.117,958.485,100.667,258.053,4gnikraPtneisnarT .tnemtsujda42/4stcelfeR00.114,600.563,100.135,600.698,7euneveRnopuoC BuildingMonthlyParking 1,675.00 .00 1,675.00 9,370.00 VendorMonthlyParking 910.00 .00 910.00 5,590.00 00.599,100.54400.00.544stisopeDyeK 05.76200.00.00.tnevElaicepS )01.(00.00.00.trohS/revOhsaC )08.930,2()71.281()00.231,6()71.413,6()gnikraP(xaTselaS OPERATINGEXPENSES )18.743,01()86.227(00.010,486.237,4segaW&seiralaS )92.419,1()35.641(00.16535.707nedruB&sexaTlloryaP Health,Welfare&Pension 644.88 494.00 (150.88)(2,078.17) Worker'sCompensation 606.73 485.00 (121.73)(1,602.25) )00.67()00.3(00.5900.89yrdnuaL&smrofinU )97.851(56.0100.6353.52seilppuSegaraG )41.857(00.7400.7400.tekciT&gnitnirP )31.920,1(00.5300.5300.seilppuSeciffO 82.44800.05100.05400.003ecnanetniaM&sriapeR )99.8(00.5100.5100.sngiS 00.521,100.52100.573,100.052,1ecnarusnIytilibaiL )13.431,1()44.221(00.3244.541enohpeleT 63.90300.5500.5500.seeF&esneciL )00.073,9()00.576,1(00.00.576,1gnikraPgnidliuB )00.095,5()00.019(00.00.019gnikraProdneV )82.14(00.00.00.yticilbuP&gnisitrevdA 00.3600.700.700.thgierF&egatsoP )57.120,2(05.8600.02205.151seeFgnissecorPataD 00.7200.300.8100.51segrahCknaB )00.031(00.00.00.sdnufeR 73.0300.0100.0100.esnepxEsuoenallecsiM 2020MarvinGardens LaborAnalysis May2007 Check Date EmpNbr EmployeeName Home Location Regular Hours Overtime Hours Holiday Hours Vacation Hours Other Hours Regular Earnings Overtime Earnings Holiday Earnings Vacation Earnings Other Earnings Total Earnings 08.63600.00.00.00.08.63600.00.00.00.00.08ROTTO,SINOD5876217002/50/50 NaN00.50100.00.00.51300.65705.700.00.00.5100.45MAIRAM,HADAZILAW058621 99.56500.00.00.00.99.56500.00.00.00.05.87ADLITAM,ODAGLAS604861 CheckDate5/05/2007 212.50 15.00 .00 .00 7.50 NaN 315.00 .00 .00 105.00 NaN 77.24600.00.86.3679.521.37500.00.00.805.00.27ROTTO,SINOD5876217002/91/5 NaN00.4800.00.4805.38200.27600.600.00.605.3100.84MAIRAM,HADAZILAW058621 26.78500.00.86.7554.2394.79400.00.00.800.300.96ADLITAM,ODAGLAS604861 CheckDate5/19/2007 189.00 17.00 22.00 .00 6.00 NaN 321.92 205.36 .00 84.00 NaN Location74204Totals 401.50 32.00 22.00 .00 13.50 NaN 636.92 205.36 .00 189.00 NaN 2020MarvinGardens DailyRevenueSummary May2007 DT Day Daily Monthly Coupon TotalRev Tax NetRev Avg.RevTkt Issued Coll Var 01MON 4,059.55(4,059.55) 02TUE 192.008,537.50600.009,329.50 97.459,232.05 4.00 48 163 162 1 26818813747.600.560,900.72300.293,900.009,800.294DEW30 04THU 228.003,475.00150.003,853.00 39.813,813.19 4.65 49 165 164 1 05 FRI 120.007,780.00390.008,290.00 94.318,195.69 4.00 30 130 126 4 06SAT 07SUN WEEK1 1,032.00 28,692.50 1,140.00 30,864.50 4,618.12 26,246.38 5.16 200 646 638 8 RUN.TOTAL 1,032.00 28,692.50 1,140.00 30,864.50 4,618.12 26,246.38 5.16 200 646 638 8 08MON 171.006,530.001,692.008,393.00270.268,122.74 3.11 55 169 162 7 09TUE 327.006,500.00150.006,977.00118.366,858.64 5.64 58 145 140 5 10WED 261.00900.00600.001,761.00 78.271,682.73 4.42 59 169 164 5 48312414582.619.763,590.1300.993,500.060,500.933UHT11 12 FRI 130.50970.00690.001,790.50 74.591,715.91 3.95 33 146 143 3 13SAT 14SUN WEEK2 1,228.50 19,960.00 3,132.00 24,320.50 572.57 23,747.93 4.74 259 771 747 24 RUN.TOTAL 2,260.50 48,652.50 4,272.00 55,185.00 5,190.69 49,994.31 4.92 459 1417 1385 32 15316319340.364.05140.3205.37100.5505.811NOM51 16TUE 144.85215.001,650.002,009.85163.171,846.68 3.15 46 138 132 6 17WED 328.503,160.00690.004,178.50156.234,022.27 5.97 55 169 167 2 11312318367.254.058,255.900.068,200.557,200.501UHT81 4414415434.572.70332.2205.92300.5805.442IRF91 20SAT 21SUN WEEK3 941.35 6,270.00 2,340.00 9,551.35 374.22 9,177.13 4.22 223 719 709 10 RUN.TOTAL 3,201.85 54,922.50 6,612.00 64,736.35 5,564.91 59,171.44 4.69 682 2136 2094 42 22MON 223.50100.00450.00773.50 69.41704.09 4.56 49 163 162 1 38211315371.328.14281.4100.65200.54100.111EUT32 24WED 112.501,907.00234.002,253.50 50.952,202.55 3.75 30 114 113 1 25THU 136.50720.00300.001,156.50 39.681,116.82 5.25 26 120 119 1 45419411579.328.65486.5405.20500.00305.202IRF62 27SAT 28SUN WEEK4 786.00 2,872.00 1,284.00 4,942.00 219.90 4,722.10 4.12 191 677 667 10 RUN.TOTAL 3,987.85 57,794.50 7,896.00 69,678.35 5,784.81 63,893.54 4.57 873 2813 2761 52 17618618483.372.217,237.4100.727,200.565,200.261NOM92 26518518491.437.70572.8100.62500.52300.102EUT03 WEEK5 363.00 2,890.00 3,253.00 33.00 3,220.00 3.78 96 326 323 3 RUN.TOTAL 4,350.85 60,684.50 7,896.00 72,931.35 5,817.81 67,113.54 4.49 969 3139 3084 55 ADJUSTMENT 731.36 (731.36) ADJUSTEDTOTAL 4,350.8560,684.507,896.0072,931.356,549.1766,382.18 4.49 969 3139 3084 55 BUDGET VARIANCE 4,350.85 60,684.50 7,896.00 72,931.35 6,549.17 66,382.18 4.49 969 3139 3084 55 2020MarvinGardens GeneralJournal May2007 Vendor/Reference Invoice/Comments/Description Amount MonthlyParking 30/90GNIKRAPYLHTNOMGNIDLIUBNAHCA 1,675.00- 30/90GNIKRAPYLHTNOMRODNEVNAHCA 910.00- SNOITCELLOCEUNEVERYLIADVER 60,239.50 Total:$57,654.50 TransientParking SNOITCELLOCEUNEVERYLIADVER 4,350.85 Total:$4,350.85 CouponRevenue SNOITCELLOCEUNEVERYLIADVER 7,896.00 Total:$7,896.00 BuildingMonthlyParking 30/90GNIKRAPYLHTNOMGNIDLIUBNAHCA 1,675.00 Total:$1,675.00 VendorMonthlyParking 30/90GNIKRAPYLHTNOMRODNEVNAHCA 910.00 Total:$910.00 KeyDeposits SNOITCELLOCEUNEVERYLIADVER 445.00 Total:$445.00 SalesTax(Parking) 30/90ROFXATSELASTSUJDANAHCA 235.00 SNOITCELLOCEUNEVERYLIADVER 6,549.17- Total:$6,314.17- Salaries&Wages ROPNOITUBIRTSIDROBALLLORYAP0002YP 2,273.40 ROPNOITUBIRTSIDROBALLLORYAP0002YP 636.92 ROPNOITUBIRTSIDROBALLLORYAP0002YP 205.36 ROPNOITUBIRTSIDROBALLLORYAP0002YP 189.00 ROPNOITUBIRTSIDROBALLLORYAP0002YP 1,428.00 Total:$4,732.68 2020MarvinGardens GeneralJournal May2007 Vendor/Reference Invoice/Comments/Description Amount PayrollTaxes&Burden 59.41@NEDRUB&SEXATLLORYAPCLACTSUCMC 707.53 Total:$707.53 Health,Welfare&Pension ROPYTILIBAILREYOLPMELLORYAP0002YP 644.88 Total:$644.88 Worker'sCompensation 28.21%PMOCSREKROWLLORYAP0002YP 606.73 Total:$606.73 Uniforms&Laundry segrahCmrofinUBGHCTSUCML 98.00 Total:$98.00 GarageSupplies 2604856100H30RTWGNIRPSNIATNUOMDAEHWORRA 25.35 Total:$25.35 Repairs&Maintenance 3412CNISECIVRESWEIVKRAP 300.00 Total:$300.00 LiabilityInsurance 0521$TADEXIFBGHCTSUCML 1,250.00 Total:$1,250.00 Telephone 619573GT&TA 19.96 4134599818CBS 125.48 Total:$145.44 BuildingParking 30/90GNIKRAPGNIDLIUBNAHCA 1,675.00 Total:$1,675.00 VendorParking 30/90GNIKRAPRODNEVNAHCA 910.00 Total:$910.00 2020MarvinGardens GeneralJournal May2007 Vendor/Reference Invoice/Comments/Description Amount DataProcessingFees KHC/57.1$@EEFCORPKCEHCR/PBGHCTSUCML 10.50 skcabegrahCR/ABGHCTSUCML 141.00 Total:$151.50 BankCharges SEGRAHCKNABCLACTSUCMC 15.00 Total:$15.00 ReimburementTax AL-BMIERXATESNECILYRUTNECCLACTSUCMC 47.01 AL-BMIERXATESNECILYRUTNECCLACTSUCMC 4.54 AL-BMIERXATESNECILYRUTNECCLACTSUCMC .03 AL-BMIERXATESNECILYRUTNECCLACTSUCMC 15.28 Total:$66.86 FixedManagementFee NOITALUCLACEEF/TNERSMCCLACTSUCMC 650.00 Total:$650.00 Our Employees / Benefits Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 75 Our Employees / Benefits Hiring & Pre-Employment Screening Standard Parking’s hiring and pre-screening process helps retain qualified employees for the long-term. In addition to reducing turnover costs, this gives our clients and parking customers the opportunity to establish the personal relationships and trust that facilitate a positive and profitable parking environment. Automated Recruiting Solutions Our automated online application process provides access to a broad pool of qualified candidates in a centralized candidate database. Frontline applicants can apply 24/7 from anywhere with Internet access (or through our toll-free job hotline), and our managers can quickly identify and pre-screen potential candidates. This process greatly enhances the quality of hiring decisions and compliance with employment regulations. Screening, Background / Drug Checks We use a comprehensive pre-employment screening program to make sure that only the most qualified candidates are chosen for employment. Pre-employment screening is an effective risk management tool that promotes a safe and profitable workplace by helping to limit the uncertainty inherent in the hiring process. Our pre-screening techniques significantly reduce potential violence, theft, financial loss, sexual harassment and other workplace problems. Every employee is vetted through a background check specifically geared to their job duties and responsibilities. These checks include (depending on the position) Social Security Number validation, criminal background (including applicable arrest record), motor vehicle record, credit, and employment and education verification. All operations candidates also must pass a pre- employment drug test. Preliminary Pre-Interview Screening At the front-end of the process, we often use a professional telephone interviewing service to pre-screen candidates before they are invited in for formal interviews. Hiring managers are trained in how to narrow down the potential pool of applicants to qualified individuals, and how to thoroughly check employment and personal references. Prior Operator Employee Retention When we assume management responsibility of an existing parking operation from another operator, we typically consult with the client and interview existing personnel in an attempt to retain those qualified employees who have an operating history at that particular facility. Our experience has been that replacing existing staff members—who often are quite knowledgeable about existing conditions and the personal idiosyncrasies of regular parkers—merely for the sake of change often is unnecessary and, in fact, counterproductive since their retention usually enhances and facilitates a smooth transition. Thus, our preference is to retain qualified staff Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 76 members when possible, and to focus instead on teaching them new techniques as necessary in the context of our performance standards and expectations. Employee Training / SP+ University™ Our reputation for excellence in on-site management is built on a comprehensive, award-winning training system. The process identifies and develops the skills and behaviors required to enable all of our employees to perform up to our stringent expectations. No other parking company places as high a premium on customer service enhancement and its positive linkage to a professional, in-house training department. The excellence of our comprehensive training programs has been recognized by both the parking and training industries. We have been the recipient of five national awards, including two Telly awards and a national award for excellence from the National Association of Industrial Office Properties (NAIOP). The National Parking Association’s Certified Parking Professional (CPP) [formerly Certified Parking Facility Manager (CPFM)] program establishes an industry-wide standard of parking operational knowledge that is accepted by all parking management companies. We lead the industry with the most CPP and CPFM managers of any parking company in the United States. Tapping the Internet as a training resource, our in-house, web-based training system—SP+ University™—supplements formal classroom and frontline training programs. Most importantly, we recognize that every location has unique, individual requirements for defining and carrying out operational excellence. To that end, we always consult with our clients to ensure that all operational expectations and location-specific needs are identified and addressed in the development of our training solutions. Frontline Training, Right from the Start Well trained, professionally attired and groomed frontline employees are the people most responsible for delivering excellent customer service. Training new frontline employees— cashiers, valet attendants, maintenance workers and shuttle bus drivers—begins on the day of hire with an orientation session that, in addition to formally introducing the company to the employee, sets out the specific technical and customer service training programs the employee will be required to attend. Orientation is promptly followed by technical skills training, which provides employees with the mentored, on-the-job learning experience needed to begin contributing to facility performance right from the start. Mastering the Three Keys to Customer Satisfaction Within the first three months of employment comes the enhancement of customer service skills through our targeted Three Keys to Customer Satisfaction classroom-based training program. Our reputation for outstanding customer service has been built on these formal training sessions that emphasize facility and employee appearance, constructive customer relations and positive resolution of customer inquiries and concerns. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 77 Key #1—First Impressions: Facility and Employee Appearance. Employees learn the importance—both for themselves and the parking facility—of maintaining a well-groomed appearance. As the company’s classroom trainers point out, in just ten seconds a typical customer forms eleven distinct impressions about us and the service to be received. Key #2—Successful Customer Interactions. Cashiers, valet attendants and bus drivers regularly interact in some way with our customers. To make sure these interactions proceed smoothly, Company trainers emphasize the importance of looking good, warmly greeting customers, communicating in a polite and professional manner, and saying good-bye with a sincere thank you. Key #3—Effectively Resolving Customer Issues. Some customers want information, some want solutions and some just want an ear to bend. Training helps frontline employees to identify the issue and the appropriate approach to take. These sessions optimize learning through exercises that encourage interaction between participant and trainer. Recognizing and Rewarding Exceptional Customer Service: Our Kudos Program To reward an employee’s exceptional customer service or exceeding operational standards as noted by co-workers, managers and customers, we’ll feature the employee in our corporate communications and on our Intranet. The employee will also receive a certificate of appreciation and a gift card. The employee’s manager can additionally authorize the employee to select a gift through a designated online thank you service. Customer Service Coordinators To ensure that training objectives are met at each location, the company designates an operations manager or other administrative employee to be a Customer Service Coordinator for a group of locations. Working in partnership with the training department, the Customer Service Coordinator launches and implements new training programs, establishes the training system at new locations, manages the Strive for Excellence Program and measures the results of these programs for continuous improvement. The Customer Service Coordinator is responsible for aligning company standards with the specific needs of clients and locations. Customized, Online Training Materials We have found that the wide array of management skills that we require—from technical skills such as accounting procedures and computer efficiency to management skills such as employee development, customer service proficiency and the ability to successfully delegate and supervise others—necessitates the use of several training methodologies. We use video- based classroom sessions, self-directed learning packages and computer-based training programs to form a comprehensive, effective program providing management employees with the tools they need to successfully manage parking facilities up to our exacting standards. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 78 Utilizing the Internet to effectively combine and leverage these training activities, our proprietary, web-based training system—SP+ UniversityTM—provides every manager with the knowledge and skills needed to successfully perform specific job responsibilities. From a secure company web site, each facility manager’s supervisor downloads SP+ UniversityTM content to create a customized training plan for that manager. Each module of selected information contains corporate policies, instructions and exercises that blend learning theory with practical, on-the-job applications. The supervisor evaluates the manager’s work product to ensure that the participant has mastered the content and identified location-specific requirements. The web site also houses related materials to support continuing education and career development. Our corporate training department downloads status information from the web site to assist management in assessing the training progress of individual employees. Specific Training Plans for Managers Facility Managers. New facility managers participate in an independent training program that includes a workbook and a supplemental video that emphasize the development of leadership skills; keys to recruiting, interviewing, hiring and training skilled employees; understanding the disciplinary process; and meeting our demanding customer service standards. In addition, we provide our facility managers with several local resources to augment and complete their training. Each facility manager receives a computer-based training program that guides the manager through the company’s online information computer database system. This computer-based training itself is then supplemented with a job and accounting guide. Senior Managers. Our senior managers participate in a similar self-directed training program that focuses on supervisory skills as well as planning, organization, delegation and motivation. The training program design also allows managers to practice their new skills while on the job. This supervisory skills development package is complemented with an orientation at our corporate headquarters, where each senior manager spends time enhancing his or her skills in the fields of hiring and payroll processing, revenue control and auditing procedures, profit and loss statement analysis, budget forecasting, and marketing for maximum profitability. Monitoring Employee Performance We augment our training program with a multi-faceted monitoring system designed to ensure satisfactory on-the-job performance. Training Compliance. To guard against any new employees “slipping through the cracks,” our corporate training department monitors compliance reports to verify that each new employee has participated in the appropriate training programs. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 79 In-house Auditing. Members of our in-house auditing team visit locations on an annual basis to evaluate employee performance in technical as well as customer service proficiency. Senior Manager Audits. Senior managers supplement our in-house audits by performing their own regional audits three times a year. Customer Surveys. Customer surveys are routinely and randomly conducted so that our parkers can provide direct feedback and observations regarding the quality of our employees. Employee Appearance & Uniforms We require all of our employees to be neatly uniformed and well-groomed at all times. Experience has demonstrated that proper attire and grooming also serve to enhance employee performance. Our customary uniform consists of a white shirt with a black tie, black blazer/vest, black slacks and black, well-shined shoes. We do, however, frequently work with our clients to create uniforms that are specifically designed and tailored to be consistent with a property's distinctive logo, colors and design scheme. Employee Benefits In addition to competitive pay, SP+ Municipal Services offers our employees a comprehensive benefits package in order to attract the highest quality employees possible. 2014 Salary Benefits Summary  Medical Within 30 days of hire, salaried employees may choose from three different Blue Cross and Blue Shield of Illinois PPO Plans with prescription drug coverage. Family coverage is optional.  Dental Within 30 days of hire, salaried employees may choose our Cigna Dental Coverage Plan. Family coverage is optional. Employee must be enrolled in one of the Medical Plans to receive dental coverage.  Vision Within 30 days of hire, salaried employees may choose our United Healthcare Vision Coverage Plan. Family coverage is optional. Employee must be enrolled in one of the Medical Plans to receive dental coverage.  Health Care / Dependent Care Reimbursement Account / Flexible Spending Account Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 80 Salaried employees can deposit up to $2,500 into the Healthcare FSA.  Life Insurance (Lincoln Financial) 1x salary or $80,000, whichever is greater, and AD&D Insurance is provided at no cost to as a company-paid benefit. Optional additional life is available.  401(k) Savings Plan You may contribute up to 15% of your salary, and the company matches $0.50 on the dollar up to the first 6% contributed. Rollover contributions are permitted immediately; contact the Benefits Department for further information. Eligibility: Beginning of the quarter after 30 days of employment. 2014 Hourly Benefits Summary  Medical Within 30 days of hire, hourly employees may choose from three different Blue Cross and Blue Shield of Illinois PPO Plans with prescription drug coverage. Family coverage is optional.  Dental Within 30 days of hire, salaried employees may choose our Cigna Dental Coverage Plan. Family coverage is optional. Employee must be enrolled in one of the Medical Plans to receive dental coverage.  Vision Within 30 days of hire, salaried employees may choose our United Healthcare Vision Coverage Plan. Family coverage is optional. Employee must be enrolled in one of the Medical Plans to receive dental coverage.  Health Care / Dependent Care Reimbursement Account / Flexible Spending Account Salaried employees can deposit up to $2,500 into the Healthcare FSA.  Life Insurance (Lincoln Financial) $10,000 Group Term Life and AD&D Insurance is provided at no cost as a company- paid benefit. Optional additional life is available.  401(k) Savings Plan You may contribute up to 15% of your salary, and the company matches $0.50 on the dollar up to the first 6% contributed. Rollover contributions are permitted immediately; contact the Benefits Department for further information. Eligibility: Beginning of the quarter after 30 days of employment. Cash Handling Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 81 Cash Handling Because of the methods of collecting meters in an open public environment it is imperative that the proper security and accountability methods are used. We apply all municipal parking industry standards to meter collections. They are as follows: Provide a set collection route to meet the City’s requirement to collect each meter at least on a bi-weekly basis and more often if canisters are full. Proper vehicles & equipment for collections (van, carts, canisters, counters) Trained personnel with established written SOP manual Routes must be established and assigned each day GPS devices should be installed in vehicles depending on application and routes (not in included in our price proposal) Routes are rotated on a daily basis so as not to set a pattern Each route has a separate and sealed canister for revenue Each canister is identified and logged for a particular route The mixing of revenues is strictly prohibited Meter keys are secured in a safe and logged in and out for each route Meter revenue is brought in to a secure location and each canister is logged and tagged. The keys to the canister are in control and custody of the supervisor – not the collector All personnel involved in the counting will sign appropriate completion logs Deposits will be prepared, logged and transported to the depository All revenues will be tracked by day, route, collector, weather conditions, etc to ensure consistency and identify any deviations, spikes or decreases All meters with auditing features shall be audited during each collection and reconciled against the monies counted and deposited Surveys will be taken for occupancy and ticket activity and compared with collections Activity from the Multi-Space Unit software will be viewed on a continual basis Bookkeeping The cashier reports and parking tickets are reviewed by bookkeeping for accuracy. The bookkeeper verifies that the amount of the currency dropped matches the amount on the cashier report and the deposit acknowledgement received from the bank. The bookkeeper also verifies that the opening numbers on all meters match the closing numbers from the previous shift and that the number of metered entrances agrees with the amount of cash collected. The shift totals from the cash register (fee computer) should match the sales recap total in the sales report, and the total number of transactions on the register tape should equal the total number of transactions on the cashier report. The fee computers used by the cashiers record all sales, voids, and no-charge types of transactions, and shift totals are summarized by category and dollar/credit card sales. The Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 82 bookkeeper prepares a daily sales report using the data from the fee computers, entrance/exit meter readings, and the cashier shift reports. The daily sales report is a reconciliation of the total tickets issued to daily exits. The physical inventory, taken later in the evening, is used to reconcile the entrances to paid exits. (All void and no-charge tickets are accounted for during this reconciliation process.) Also a reconciliation of total revenue by lane as compared to cash dropped is shown, with a summary of taxable units, parking tax and net parking revenue for the day. An ingress/egress report measures vehicle activity by comparing tickets issued and corrected to various meters at the entrance and exit lanes. Some non-standard transactions are anticipated, such as parking by approved personnel while on specific business for the facility. These no-charge transactions are identified and verified from a pre-approved authorization list and verified as valid by the bookkeeper during the daily ticket audit and review. Should the bookkeeper be unable to identify or verify a certain ticket, the bookkeeper must procure an acceptable explanation from supervisory personnel before that day's audit review can be completed. If unexplained discrepancies of any kind are discovered, the bookkeeper notifies the facility manager and the regional comptroller, who investigate and take necessary corrective actions (including employee disciplinary action, if warranted). Bar-Coded Laser Audits Decals on the windshields of monthly parkers are bar-coded, which allows us to scan each decal with a laser gun and feed the information into a hand-held computer. Using this technology we automatically compare the scanned information to the current billing database, quickly producing an exception report identifying vehicles not on the current billing list. This technology reduces floor audit times by 90% and significantly increases auditing accuracy. Expenses: Accounts Payable Initial Approval—Facility Manager. Our Facility Manager is required to review and approve each and every invoice prior to payment. In doing so, the Facility Manager verifies that the service has been rendered or that the goods have been received, and that the expenditure is within the approved operating budget. Approved invoices are then forwarded to the bookkeeper, who prepares the checks and forwards them to our Senior Manager for further review. Second Approval—Senior Manager. Upon receipt, our Senior Manager reviews the approved invoices and the checks. If our Senior Manager has any questions or concerns relative to any invoice, the Facility Manager will be contacted for further explanation and/or discussion before the Senior Manager signs off on payment. Final Approval—Corporate Officer. The checks themselves actually are signed by a corporate officer. This procedure not only provides yet an additional measure of Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 83 protection and review, but also serves an important function in providing the officer with ongoing information regarding the parking facility’s financial performance. These payment and review procedures result in our constant monitoring of cumulative, actual year-to-date expenses, allowing us to anticipate potential expense variances from the operating budget at the earliest practicable time. Customer Service / Amenities / Facility Aesthetics Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 84 Customer Service / Amenities / Facility Aesthetics SP+ Municipal Services offers a comprehensive package of amenity and customer service programs that provide an array of benefits to its parkers and building management. These programs not only make the parking experience more enjoyable but also convey a sense of ownership’s sensitivity to and appreciation of the needs of its parking customers. In doing so, the programs serve to enhance the value of the parking properties while creating a customer-friendly parking experience. Premier Amenity Programs Our customer amenity programs send a clear message to the parking public that your facility goes the extra mile when it comes to customer conveniences. Books-To-Go® CD Library. Monthly parkers can borrow—free of charge—CDs to which they can listen as they drive to and from work. A wide selection of fiction, non-fiction and business titles is maintained in the facility office. This amenity has been received with extraordinary enthusiasm and has been highlighted in Newsweek and Billboard magazines. Films-To-Go® DVD Library. This amenity builds on the success of our popular Books- To-Go® program. DVDs of many popular movie titles can be stocked in the parking facility office and made available free of charge to monthly parkers. The selection of movies changes on a regular basis. SPareSM Emergency Road Services. Parking customers experiencing vehicle problems beyond weak batteries and low tire pressure can call our toll-free number to receive, on a pay-per-use basis, a basic package of emergency services, including towing up to five miles, jump starting, flat tire changing, fuel delivery, extracting a vehicle from the side of the road and lock-out service. The emergency services can be provided at the parking facility or anywhere on the road. SPokesSM Bicycle Use Program. Monthly parking customers at participating parking facilities can use a custom designed beach cruiser free of charge, whether for exercise, sightseeing or other personal enjoyment, or even for errands that otherwise would require automobile use. The bikes, stored at the parking facility and checked out through our parking office, come equipped with baskets, lights, locks and safety helmets. We provide all necessary informational and supporting materials. CarCare Maintenance Services. Under an agreement with us, a car care company will pick up a customer’s car from one of our locations, contact the customer with an estimate, service the car during normal working hours and return it to the facility before the end of the business day. All the customer needs to do is notify the parking facility manager, who contacts the nearby participating service shop. No advance reservations Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 85 are required, and car care company provides this service at no cost to the parking facility. Courtesy Umbrellas. Courtesy umbrellas, embossed with either our or the property’s logo (depending on the client’s preference), can be loaned to customers on rainy days. Driver Assistance Services Several free amenity services can be provided by our employees to help parking facility customers. These include: Locating lost cars Jump-starting dead batteries Inflating flat tires Changing tires Escorting patrons to vehicles Assisted or self-service cleaning of windshields and headlights Replenishment of windshield wiper fluid Customized local maps Customer Appreciation Days As a “thank-you” to customers for their patronage, our facilities roll out a customer appreciation day periodically throughout the year. Most typically, customer appreciation days involve the distribution of the following items at least once a quarter: Beverages such as coffee, hot chocolate or bottled water. Candy Newspapers Travel mugs, umbrellas and other promotional items Centralized Contact Center Through our centralized Contact Center, we bring a national customer service expertise to local markets to enhance consistency and performance. A team of trained Contact Center professionals offers easy availability to meet customer needs. Whether via e-mail, phone or other communication channels, our customer support team is readily accessible by parking customers. Centralized databases provide the team with customer-related information on a city- by-city basis to ensure that customers receive a quick response and the highest level of service. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 86 Quality Amenities Promote Customer Loyalty Most of these programs are available at little or no cost to the owners of the facilities. However, increased customer loyalty pays handsome dividends in terms of enhanced location revenue, as people prefer to park at a facility where they feel more comfortable and know that their business is appreciated. Facility Aesthetics SP+ Municipal Services’ goal at all times is to provide the public with safe, clean and efficient facilities. We take an intense pride in the unsurpassed cleanliness of our parking facilities, which results from our adherence to rigorous housekeeping, inspection and maintenance standards. Our inspection checklist is customized to the specific requirements of each parking facility that we operate. Signage and Graphics In addition to being clean and efficient, parking facilities need to reflect a clearly understood and professionally maintained signage system. SP+ Municipal Services, which maintains its own sign production facility known as SP+ Signs, is a recognized leader in providing facility signage that contains clean, crisp and unambiguous visual instructions and pathway markers. Our internally-produced signs and related items generally cost 30% less than those produced at retail sign shops. Additionally, by purchasing signs from our sign shop, clients are assured of consistent and quality designs, formats and language in use at their facilities all across the country. Musical Theme Floor Reminder System In facilities equipped with our musical theme floor reminder system, a different song―consistent with the “theme” that has been chosen for that particular parking―is played on each parking level, helping customers recall where they left their cars. The music is reinforced on each floor by dramatic graphics—distinctive to the specific song being played on that floor—displayed in the elevator vestibules and throughout that level’s parking bays. “Tear-off” sheets, located near the elevators, are often provided for customers as reminder notices. All elevator cab panels specifically integrate the same graphics that are displayed on the various floors. The graphics are also displayed on the main parking facility directory and in garage maps. Lighting and Painting Facility aesthetics are affected significantly by lighting levels. While our stringent inspection and maintenance checklists ensure that all of a parking facility’s lighting fixtures are operative and Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 87 that burnt-out bulbs are replaced promptly, we also can paint strategic portions of the facility with a high-gloss white paint to reflect the light generated by the facility’s fixtures. Doing so maximizes illumination levels and the facility’s overall brightness, which in turn affects both the facility’s general aesthetic appeal as well as its patrons’ perception of safety and security. Little Touches of Home We bear in mind at all times that our parking facilities serve as the “front door” for the property’s tenants, residents and visitors. This recognition fosters an attention to the small details that can make a dramatic contribution towards warmth and ambiance, usually at modest cost. At several of our locations, for example, we incorporate a flower box into the entrance and exit areas. We constantly search for similar little touches that we can implement at our facilities to create inviting, user-friendly environments. Risk Management Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 88 Risk Management SP+ Municipal Services’ in-house Risk Management Department focuses exclusively on comprehensive risk protection, safety and loss control inspections and training, and claims management. Our insurance provides liberal protection with a $125 million casualty umbrella limit. Our casualty carriers are rated A.M. Best A+ 15. Our coverage provides exceptional protection for our clients: Worker's Compensation insurance in compliance with the state’s Worker's Compensation Act. Employer's liability insurance on all employees for the premises not covered by the Worker's Compensation Act, for occupational accidents or disease, for limits of not less than $100,000 for any one occurrence, or whatever is necessary to satisfy the requirements of the umbrella liability insurance specified below. Garage liability insurance on an occurrence form basis with limits of not less than $1,000,000 per occurrence with an annual aggregate limit of $2,000,000 per location. Garage keeper's legal liability insurance (if applicable) insuring any and all automobiles that are parked at the premises by the operator's attendants or for which a bailment otherwise is created, with limits of liability not less than $1,000,000 per occurrence. Comprehensive crime insurance including employee theft, premise, transit and depositor's forgery coverage, with limits of liability as to any given occurrence of $50,000 for monies and securities inside and outside the premises, and $1,000,000 on account of any employee dishonesty. Umbrella liability insurance, in excess following form, with an annual aggregate limit of $125,000,000. Fidelity Insurance Coverage Because no internal control system―no matter how well conceived and operated―can provide an absolute assurance that its objectives will be met (and because no evaluation of controls can guarantee detection of all control issues), we provide our clients with an additional layer of protection by maintaining $1 million in fidelity insurance coverage. This coverage protects our clients against losses associated with employee dishonesty, theft, computer fraud and forgery. Damage Claims When we assume management responsibility for a parking operation, we immediately institute a number of steps to minimize damage claims. Among other things, we will re-train any of the prior operator’s employees who have been retained, focusing particular attention on safe driving Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 89 habits and how to avoid vehicular damage. When incidents do occur, we have efficient procedures to expedite the claim process. Damage Claims Procedures Over the years, we have developed and refined detailed damage claims procedures. We accept responsibility for—and quickly honor—damage claims for which the facility has liability. We do not pay claims for which the facility is not liable. Even when liability is denied, we nevertheless reply to the patron as quickly as possible. The cornerstone of this process is a well-defined procedure that delegates responsibility for dealing with claims to the people best equipped to quickly and effectively do so. Our Facility Managers are trained to advise a claimant to properly complete and submit an Incident Report before the car is removed from the facility, since it is almost impossible to determine where damage has occurred once a vehicle leaves the facility. Properly completed Incident Reports are reviewed by the Facility Manager within 24 hours of submission. The Facility Manager then will discuss the claim with the Senior Manager within 24 hours. We are committed to expediting the processing of all damage claims. If liability is denied, we advise the customer—in writing—as quickly as possible. We have found that contacting claimants immediately so that they know the status of their claim—even if the claim is denied— is the single biggest factor in ameliorating any negative feelings associated with the incident. Damage Claims Tracking Reports concerning claim frequency and disposition can be compiled and forwarded to ownership as frequently as you desire. We recommend the on-site maintenance of a monthly claim log sheet. Our log sheet has proven to be an effective tool for claims management because all current claim information is available to both our staff and the property manager. Therefore, any questions regarding the progress or disposition of any claims can be answered quickly by on-site personnel. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 90 Sample Insurance Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 91 Sustainability Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 92 Sustainability SP+ Municipal Services’ mission is to maximize client value through excellence in management services and the application of creativity and innovation, integrated with a commitment to being a responsible corporate citizen. Consistent with that commitment, environmental or “green” initiatives for years have become an increasingly prominent component of our culture. We don’t simply pay lip service to sustainability. We breathe it, whether in our parking facility operations, our back office processes or our activities within the parking industry generally. With this commitment, our clients can be confident that the parking experience we provide will be aligned with our clients’ philosophy of acting in our customers’―and our planet’s―best interests. Green Parking Council We are an active member of the Green Parking Council (GPC). One of our employees serves on the GPC Board of Directors and another serves on one of its committees. GPC’s mission is educational and therefore serves as an information source. GPC continually gathers information about green technologies that are used in the parking industry, and strives to keep current on legislation regarding tax incentives and rebates for those technologies, thus providing economic benefits to augment the purely environmental benefits derived from such green measures. “Green” Parking Operations Environmental Training. We have developed proprietary SP+ University™ training curricula focused specifically on waste water reclamation and hazardous solid waste disposal procedures that comply with federal and local environmental rules and regulations. Parking Tickets. Our Procurement Department prefers to do business with suppliers committed to sustainable practices, including parking ticket suppliers who use partially recycled paper and only environmentally-friendly inks. Moreover, the tickets themselves are shipped in boxes made from recycled materials. Energy-Efficient Fixtures. We’ve helped clients convert thousands of inefficient light fixtures to more efficient models. EPA statistics reflecting the environmental impact of converting only 100 inefficient fixtures: Annual Reductions Equivalents 107,000 lbs. of carbon dioxide Planting 14 acres of trees 434 lbs. of sulfur dioxide Saving 9,550 gallons of gas 175 lbs. of nitrogen oxides Taking 10 cars off the road Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 93 Applying these statistics to the thousands of fixtures we’ve converted translates into dramatic environmental benefits. Click and Park®. Our proprietary Click and Park® reservation system lets customers reserve and pay for their parking in advance. While one obvious environmental advantage derived from the system is the fuel and carbon emissions saved from not having to search for parking, the system contains an even more powerful sustainability component in its routing tool. The tool provides user-specific driving directions that integrates roadway capacities with demand so that when the number of cars assigned to a given roadway reaches that road’s engineered vehicle capacity, the tool automatically assigns subsequent cars―even those assigned to the very same parking lot―to different roadways. This avoids traffic jams, minimizes travel times and reduces carbon emissions. Click and Ride®. Our proprietary Click and Ride® online reservation system lets customers reserve bus seating and leave their cars at home. The system played a key role in our receipt of the environmental Sustainability Star award for our work at the Vancouver Olympic Games. Click and Ride® supported the Olympic bus network used to transport the Games’ spectators, organizers and workers. Each day, our 155 buses transported 10,000 people between greater Vancouver and alpine events held in Whistler, B.C. If the passengers we transported had gone by car, they would have driven 2.3 million miles. In just ten days, we saved 461 metric tons of carbon emissions. Car Pool and Bicycle Programs. We work with clients to implement custom-designed car pool programs and our new SPokesSM bicycle use program, which allows monthly parking customers at our locations to use custom designed beach cruisers free of charge, whether for exercise, sightseeing or other personal enjoyment, or even for errands that otherwise would require automobile use. Electric Vehicle Charging Stations. Having anticipated the increased prevalence of the electric vehicle as a game- changer in the automotive industry’s contribution towards sustainability, we have established relationships with various distributors of vehicle charging stations. We are working with them to facilitate charging station installation in various cities and facilities throughout the country. Preferred Parking for Hybrid Vehicles and Scooters. We assess the viability of offering preferred parking spaces as a means of rewarding and incentivizing the use of hybrid vehicles and scooters. Vehicle Procurement. Where our operations require vehicles, we will purchase alternative fuel, hybrid, clean diesel or the most fuel efficient vehicle available, if possible. Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 94 Tire Inflation Days. Having properly inflated tires is one of the least expensive ways consumers can improve gas mileage. Yet service stations today rarely offer this service. We often offer areas within parking facilities having an air pump so that patrons can easily inflate their tires to maximize fuel efficiency. Paper Reduction, Green Supplies, Recycling, Environmental Event Participation. We are committed to the reduced use of paper, green office and cleaning supplies, and recycling at client properties, and to participating in environmental awareness events. Online, Paperless iProcurement and iPayables Procurement and Accounts Payable Systems. The company’s procurement and accounts payable processes have been converted to online, electronic formats. As a consequence, we not only made those processes more efficient from speed and financial control standpoints, but we also eliminated the large quantities of paper historically associated with the process of procuring and paying for the goods and services used throughout our North American operations. Concur Online Expense Reporting System. Continuing our commitment to efficiency and the elimination of paper to further reduce our carbon footprint, the company utilizes a fully automated, online expense reporting and reimbursement system. Expense receipts are uploaded to the system electronically, linked by the software with the associated expense report and then submitted for processing and reimbursement, all without creating a single sheet of paper. Efficient for the company, the system expedites expense reimbursements to our employees and is considerate of our environment. Green Parking Council Site Surveys. The GPC offers a site survey to determine how “green” a garage currently is and to offer recommendations to improve the facility’s level of sustainability. Such recommendations can focus, for example, on a facility’s lighting, presence of EV charging stations, recycling programs, air quality and the use of low impact building materials. Once improvements are made, facilities are eligible for a Green Garage Certification through GPC. We coordinate the procurement of site surveys for our clients. “Green” Back Office Operations Computing Platforms and Processes. We were awarded Oracle’s Empower the Green Enterprise Award in recognition of our use of technology and re-engineered back office processes that each year are projected to save:  312 tons of paper  600,000 lbs. of solid waste  624 tons of trees  19,000 lbs. of emissions  5.1 million gallons of water Financial Reporting. Our proprietary Client View® software provides clients with secure, around-the-clock, online access to financial statements and detailed back-up. Since all Proposal for Parking Management Services for the City of South Miami, RFP #FN-2014-01 Page 95 reports and supporting documentation can be electronically stored, clients need only print materials that they need for specific purposes. By delivering monthly financial reports electronically, we have eliminated the need to print up to 40,000 packages of hard copy financial reports every year. Electronic Workforce Time and Attendance System. We have eliminated the waste associated with conventional paper-based time and attendance recording systems by using a paperless time and attendance system. Document Retention. Our long-term Enterprise Risk Management objective is to replace historical practices of printing and storing hard paper copies with a Company-wide electronic document storage system. When fully implemented, the overall impact on our use of paper―and thus the beneficial effect on the environment―will be dramatic. Andrew Tedrick Vice President 2 South Biscayne Blvd Suite 200 Miami, FL 33131 305-372-5151