SECTION III

Service Standards

Explanation of Standards: These standards are the general service standards that Town Staff has set for the Automated Red Light Enforcement Citation Program.  These standards are not requirements.  Please indicate in the response column your ability to meet each standard or if possible, propose a higher standard.  If you cannot meet a standard, indicate what level is achievable.  Use the electronic copy* (can be obtained from www.townofchapelhill.org) of this RFP to enable you to adjust the response box size in the chart below.  Please include a printed copy of your responses with submittal.

*Electronic copy is in Microsoft Word

Line	Service Standards	Information Requested	Proposer Response
1	Section 2.1 of the RFP indicates that a substantial portion of the operations must be located in the Town of Chapel Hill, including an office space for the Town’s Project Manager.	Describe those portions of the project operations that will be within the Town and the location of the operations. Describe those portions that will be performed in other locations and indicate where.
2	As stated in Section 2.2.4, the Contractor must install the first two (2) cameras within sixty (60) calendar days of award of contract by Council, and they must be fully operational as defined in Section 1.1 of the proposed Contract.	Indicate that you will meet this standard and how you will meet this standard.  Indicate your installation and setup procedures for a camera site.
3	As stated in Section 2.2.4, the Contractor must be prepared to install the remaining eight (8) cameras within one hundred twenty (120) days of notice to proceed after completion of the testing of the first two (2) cameras described in service standard #2, unless otherwise directed by the Town.	Indicate if you will meet this standard and indicate completion date.

Line	Service Standards	Information Requested	Proposer Response
4	Systems proposed for the Town of Chapel Hill should currently be in operation elsewhere.  “In operation” includes not only camera operation, but also film/image processing and software operation.	Submit location(s) within Continental U.S.  If no operating system is established within U.S., the Proposer must be willing to set up and demonstrate its system in Town of Chapel Hill.
5	The Automated Red Light Enforcement Citation System should provide clear daytime and nighttime images such that the license plate, the vehicle make, and the traffic signal indication are clearly discernible.     Black & white, color and other images are acceptable.	Submit an original daytime and nighttime image of a red light violation produced by the proposed camera system.  Also, submit a sample citation produced from each of these images.  Identify the type of photographic system used, including manufacturer and type of image – color, black & white, or other.
6	System should be able to record all violators on the approaches being monitored.  Locations may have as many as three (3) approach lanes to be monitored.	Indicate the recycle time of the camera and the percent of violations expected to escape detection and circumstances when vehicles might escape detection.
7	The Contractor shall supply all Automated Red Light Enforcement System hardware as well as the installation of this equipment, with the exception of the connection to the Town of Chapel Hill’s traffic signal cabinet.	Identify subcontractor responsible for installation, if not performed by Proposer.

Line	Service Standards	Information Requested	Proposer Response
8	Contractor will be fully responsible for maintenance of camera system. Any repairs needed should be made within 24 hours of reported malfunction.	Identify the subcontractor that will provide hardware maintenance, if not performed by Proposer.  Indicate that this standard will be achieved.  Indicate your procedures to ensure that repairs/replacements are done within specified parameters.
9	Photo Citation system must be able to operate from vehicle detectors (loops, sensors, cameras) installed at the stop bar.  Contractor shall work with the Town to identify detector placement.	Describe detection system configuration.  Submit drawing(s) and/or photograph(s) of proposed layout of detection system.
10	The equipment must be able to automatically detect a vehicle that is violating a red traffic signal; including detecting the speed of such vehicles and the amount of time elapsed between the time that the signal turned red and the time that the violation occurred.	Provide a list of the data that will be collected by the proposed system.
11	The equipment must be able to capture two (2) images of the red light violation clearly showing the violating vehicle entering the intersection while the signal indication is red and also depicting the same vehicle beyond the stop bar in the intersection while the signal indication is red.	Provide two images of a violation as described in the standard.

Line	Service Standards	Information Requested	Proposer Response
12	The camera should be able to operate in all lighting and weather conditions to produce clear and legible images.	Indicate any weather or light conditions in which your camera system may not provide a clear, legible image.  Provide examples of images taken using your proposed equipment during various lighting and weather conditions, for Town review.
13	Ninety percent (90%) of images taken should be able to be developed as citations.  All images, including those not fit to be issued as a citation, shall be stored by the Contractor.  Images that cannot be used to support issuance of a citation should be clearly marked with the reason(s) why the image was not used.	Indicate if you are able to meet this standard.  If not, state reason(s) why and describe the level you will be able to achieve.
14	The camera should be capable of being mounted either on a stand-alone pole or an existing utility pole.  The camera housing and pole, if stand-alone, must be approved by the Town of Chapel Hill.	Submit photograph(s) and descriptions  of camera housing and mounting system.
15	Camera housing should be secure and tamper-proof to protect against unauthorized opening.  Also, must be designed so access can be achieved without disrupting traffic.	Describe how you will access images from the camera.  Indicate ability to achieve this standard.

Line	Service Standards	Information Requested	Proposer Response
16	Each red light citation should be processed and mailed to the registered owner of the violating vehicle within two business days of the violation.	Indicate whether you can meet this standard and provide the average amount of time between violation and sending of citation to the vehicle owner.
17	Contractor should resolve ninety-eight percent (98%) of all citizen inquiries and/or requests for assistance.	Describe customer service process that you intend to use as part of the project.  Include mechanism for walk-in and by-mail payment of citations.  How will your firm process written correspondence, walk-in payments, and telephone calls?  Include telephone number of a Customer Service Center set up to respond to inquiries for a project similar to the Charlotte, NC photo citation system.
18	Collect fines for at least eighty percent (80%) of all citations issued.	Describe collection practices and procedures that will be used to achieve this standard.  Quote existing performance standards if you have systems already in place elsewhere.

Line	Service Standards		Information Requested	Proposer Response
19	Store data and citation information in a database.  Describe the information system to be used.  The information software system must provide record keeping and tracking functions for all citations from issuance through final disposition, including the capability of producing the following reports: a) Total violations per location by hour of day, day of week, week of month, month of year, and year.  b) Total payments received by day of week, week of month, month of year, or year. c) Total number and dollar amount of delinquent offenders.  List of delinquent offenders. d) Statistical report of billing and collections. e) Statistical report of revenue collected or billed by type (fine, late fee). f) Number and list of payments from first notice, second notice, and third notice. g) Number and list of non-finable violations by exception code. h) Number of violations per State (based on registration plate). i) Number of violations at specified speeds.		Describe system management software and its capabilities.  Indicate what types of data reports are available from your management software, and identify those elements (if any) that it cannot provide.   Provide a sample report.
Line	Service Standards		Information Requested	Proposer Response
20	Software should be able to interface with DMV records to automatically insert vehicle ownership records.		Identify the name and developer of your proposed software.  Identify the method(s) in which DMV information will be used through your software.  Provide a photograph of the input screen for your system management software.
21	The system must imprint on each image attached to the citation: the time and date of the violation; frame sequence number; intersection identification; amount of time (to the nearest tenth of a second) that the picture was taken after the signal had turned red; the length of the signal's amber time; and the speed of the violating vehicle.	Indicate if your system meets this standard, and if it provides any additional information on the violation record.  Submit a photograph showing the data and how it is displayed.
22	The system should be able to enhance images in low-light or glare conditions. Video or still images must be clear and readable during daylight hours and should be clear and readable at all times, regardless of weather condition and time-of-day.	Describe your system capabilities for enhancing the clarity of the violation images.  Provide examples if available.
23	As stated in section 2.2.12, an integral part of the Automated Red Light Enforcement Citation System is raising the public awareness about the hazards of running red lights and developing a campaign to deter red light violations.	Describe how you will develop and implement a public awareness and education campaign as an integral part of the Automated Red Light Enforcement Citation System.

SECTION V

FORMS

5.1   Price Proposal

The detailed cost breakdown on the program is as follows:

Item	Description	Amount
1	Amount that the Town will pay to the Contractor for each citation payment collected without penalty.
2	Amount that the Town will pay to the Contractor for each penalty collected without civil court action.
3	Amount that the Town will pay to the Contractor for each penalty collected by civil court action or by collection agency.
4	Cost of moving camera and housing from one designated location to another. (Note that this is not the cost of adding additional monitoring sites.)

The Town of Chapel Hill will require that the Contractor provide violators with flexibility in payment options, including the acceptance of credit cards such as Mastercard â and Visaâ.  Any costs or transaction fees charged by others in association with processing a red light citation must be absorbed by the Contractor and cannot be passed on to the violator.