Pay phone provider services

Description

The Council are looking for service providers to provide a cashless parking payment service and a service provider to provide and manage a cashless ePermit solution. Cashless parking is a familiar option to a proportion of motorists. It is considered that with the increased use of ‘Apps’ the number of people using these payment services will continue to grow. The Council has seen an increase in the use of the cashless parking service since it was introduced in the Bournemouth, Christchurch and Poole area from 2006 onwards. The Council recognises the benefits of the use of the cashless parking service and wishes to look to the advancement in technology to further improve the service to customers. The Council are looking for Service Providers to provide the following: Lot 1: A multi-vendor cashless parking payment service, where the Council may award to multiple providers which may include the provision of an alternative cash solution. Lot 2: A provider to supply and manage a cashless ePermit solution. The Council intends to appoint up to five providers to the multi-vendor contract (Lot 1). Suppliers will be required to ensure that they have the capability and capacity to manage expected transaction volumes to deliver a customer focussed and reliable service. The Council will award lot 2 as a separate evaluation to a single provider who was already successful in being awarded onto lot 1. Suppliers applying for lot 2 will be required to have a flexible and adaptable ePermit solution that can meet the future aspirations for the service within the BCP Council area. BCP Council is currently in the process of establishing a central office hub and satellite sites from which staff will be able to work and following of the formation of BCP Council and Covid-19 is currently reviewing working practices and the associated management of staff parking. Where this document refers to staff parking it is the intention that when BCP Council wishes to introduce this service it will carry out a further assessment of the lot 2 bidders to award this element of the contract to a service provider. Lot 1 is for the supply of cashless parking payment services as a multi-vendor solution. The Council intends to appoint up to five providers under lot 1 to deliver cashless parking payment services which may include the provision of an alternative cash solution. Service providers will be required to use a common set of location codes, which are to be agreed with all service providers. Customers will have the option to use the cashless parking payment services of any of the up to five service providers awarded under this lot. The service provider will be responsible for: • providing Services that will enable parking users to pay for parking at any on-street and off-street parking location using a mobile telephone and a debit/credit card, Apple Pay and Google Pay. Please note this is to include payment methods by phone, Mobile Apps and Website and any further future developments in payment methods: • maintaining fully functional services that are accessible twenty-four (24) hours per day, seven (7) days per week; • providing the Services at the off-street and on-street locations and at any other locations notified to the service provider by the Council during the course of the contract; • ensuring that parking tariffs for the services comply with the tariffs set out in any of the relevant Council off and on street parking consolidation orders and any subsequent variations; • providing a customer service helpline that is accessible twenty-four (24) hours per day, seven (7) days per week which is capable of registering a parking user’s details, establishing parking sessions and taking payment, via an automated or via a personal interface at no cost to the parking user or the Council; • providing facilities to register a parking user’s details and for parking users to be able to optionally set up an account with the service provider at the point of parking, via mobile phone or via an internet-based pre-registration facility which is accessible twenty-four (24) hours per day, seven (7) days per week; • providing a technical support team with a dedicated Council support telephone number as part of the services and to respond to enquiries from the Council within a specified timeframe under the contract; • providing suitably trained employees to staff the customer service helpline and the technical support help desk and to manage/deliver all aspects of the contract; • dealing with complaints in an agreed timely manner; • providing regular performance reports and other information required within a specified timeframe under the contract; • ensuring all parking payments received in respect of BCP Council’s parking facilities are paid into the Council’s bank or merchant account (as specified by the Council) within twenty-four (24) hours; • providing a single ordinary geographic telephone number to cover the whole of the area under the contract, charged at local rate and on a network demonstrating the most complete coverage of the area; • providing the services for the duration of the contract, which will be three years (subject to the terms and conditions in the contract) and for the duration of any extension thereto and for the duration of the contract. Please access the procurement documentation for full details of the service requirements of the service providers for lot 1. Lot 2 relates to the provision of an ePermit Solution, where permits are available, which may include but not be limited to, the facility to enable residents and visitors to apply for permits in residential parking areas and in car parks, business premises to manage corporate accounts and also staff permit parking. Following the formation of BCP Council it is intended to carry out a full review of permits issued by the previous three councils (Bournemouth, Christchurch and Poole) and to rationalise the types and prices of permit. This will include making these permits virtual and choosing a single service provider to facilitate the application, verification and renewal of permits. These permits types may include but not limited to car park season tickets, staff parking permits, resident permits, visitor permits, and various dispensation permits. The system should be able to fully integrate with the Council’s notice processing system to enable real time lookups to be performed by a Civil Enforcement Officer to check the validity of any permit session for enforcement purposes. Please access the procurement documentation for full details of the service requirements of the service providers for Lot 2.