LACMTA Back Office System Requirements EXHIBIT A - STATEMENT OF WORK Los Angeles County Metropolitan Transportation Authority (LACMTA or Metro) Metro ExpressLanes Back Office System (BOS) June 21, 2017 Final Draft LACMTA Back Office System Requirements CONTENTS 1. INTRODUCTION.......................................................................................................................................... 1 1.1. TOLL CORRIDORS AND TRANSACTION PROCESSING ............................................................................ 1 1.2. METRO EXPRESSLANES BACK OFFICE SYSTEM (BOS) PROJECT OVERVIEW........................................ 2 1.3. SYSTEM OVERVIEW ........................................................................................................................... 5 1.4. LITIGATION INVOLVING THE EXPRESSLANES...................................................................................... 6 2. STATEMENT OF WORK AND REQUIREMENTS ...................................................................................... 8 2.1. BACK OFFICE SYSTEMS STATEMENT OF WORK .................................................................................. 8 2.2. GLOBAL SYSTEM REQUIREMENTS ...................................................................................................... 9 2.2.1. Environments..................................................................................................................................................10 2.2.2. System Functionality...................................................................................................................................17 2.2.3. Payment Card Industry (PCI) Security Standards and Compliance....................................25 2.2.4. Interfaces...........................................................................................................................................................27 2.2.5. Performance Management and Monitoring System....................................................................33 2.3. FUTURE FUNCTIONALITY.................................................................................................................36 2.4. ACCOUNT MANAGEMENT ................................................................................................................37 2.4.1. General Customer Relationship Management (CRM) ................................................................38 2.4.2. General Account Management................................................................................................................38 2.4.3. Vehicles, License Plates and Transponders.....................................................................................46 2.4.4. Discount Plans.................................................................................................................................................49 2.4.5. Fees, Penalties and Transactions ..........................................................................................................52 2.4.6. Registered Account Replenishment.....................................................................................................54 2.4.7. Adjustments and Reversals......................................................................................................................56 2.4.8. Account Statuses............................................................................................................................................58 2.4.9. Transponders ..................................................................................................................................................60 2.4.10. Declaring the Number of People in the Vehicle Electronically..............................................61 2.4.11. Incoming Customer Communication...................................................................................................62 2.4.12. Parking................................................................................................................................................................64 2.5. IMAGE TRANSFER AND TRANSACTION/TRIP PROCESSING ................................................................65 2.5.1. Image Transfer and License Plate Extraction.................................................................................65 2.5.2. Toll Rate DMS Image Transfer................................................................................................................66 2.5.3. Transponder Switch Setting Correction Process Support .......................................................66 2.5.4. Transaction/Trip Transfer.......................................................................................................................67 2.5.5. Transmission Error Identification........................................................................................................70 2.5.6. Interoperability..............................................................................................................................................71 2.5.7. Monitoring – Operations and System Performance....................................................................73 2.5.8. Transaction/Trip Filters............................................................................................................................73 2.5.9. Customer Validation and Transaction/Trip Posting...................................................................76 2.6. REGISTERED AND UNREGISTERED ACCOUNT NOTIFICATIONS ...........................................................83 2.6.1. Outgoing Notifications................................................................................................................................83 2.6.2. Registered Account Statements Invoices and Violation Notices – General.....................90 2.6.3. Customer Statements – Registered Accounts.................................................................................92 2.6.4. Customer Invoices – Postpaid Accounts............................................................................................92 2.6.5. Violation Notices – Registered Accounts...........................................................................................94 Final Draft Page i of iv LACMTA Back Office System Requirements 2.6.6. Violator Notification ....................................................................................................................................95 2.6.7. Notification Tracking, Distribution and Returned Mail Processing.................................104 2.7. PAYMENT PROCESSING................................................................................................................. 106 2.7.1. Payment Processing – General Requirements ............................................................................107 2.7.2. Payment Methods and Handling ........................................................................................................111 2.7.3. Payment Plans..............................................................................................................................................114 2.7.4. Lockbox Processing...................................................................................................................................118 2.7.5. Credit Card Processing ............................................................................................................................119 2.7.6. Check/Money Order Processing.........................................................................................................120 2.7.7. Cash Processing...........................................................................................................................................121 2.7.8. Online Wallet Payment Processing ...................................................................................................121 2.7.9. System Access for Collection Agencies............................................................................................122 2.7.10. BOS Bank Interface Requirements....................................................................................................123 2.7.11. Refunds and Disbursements.................................................................................................................123 2.7.12. Shift Management ......................................................................................................................................125 2.7.13. Money Services Provider........................................................................................................................127 THE CONTRACTOR SHALL PROVIDE A MONEY SERVICES PROVIDER THAT PARTICIPATES AS A TRANSPONDER RETAILER AND MEETS ALL OF THE REQUIREMENTS OF THE PROGRAM............................................ 127 THE CONTRACTOR SHALL PROVIDE THE CAPABILITY TO RECONCILE ALL PAYMENTS MADE AT THE MONEY SERVICES PROVIDER..................................................................................................................... 127 2.8. CASE MANAGEMENT .................................................................................................................... 127 2.8.1. Case Creation................................................................................................................................................128 2.8.2. Case Assignment and Tracking ...........................................................................................................132