RFP Response for False Alarm Management Services for City of Dallas

1
RFCSP
Proposal
Response to:
BUZ1601
Security Alarm Permitting &
False Alarm Management

2
Proposal Response to RFCSP# BUZ1601
For Security Alarm Permitting and False
Alarm Management System
City of Dallas
Provided by
PM AM
5430 LBJ Freeway, Suite 370
Dallas, Texas 75240
(972) 831-7400
www.PM AM.com

3
TRANSMITTAL LETTER
February 24, 2016
City of Dallas
Business Development and Procurement Services
Attention: Mr. Kent Brown
1500 Marilla St., Room 3FN
Dallas, TX 75201
RE: RFCSP BUZ1601 | Security Alarm Permitting and False Alarm Management System
Dear Mr. Brown:
It is with distinct pleasure that PM AM Corporation submits this proposal response to the City of
Dallas’s Request for Competitive Sealed Proposal for Security Alarm Permitting and False
Alarm Management Services. Per your request, please find enclosed a) Original… b) 6 – hard
copies… and, c) 6 – electronic copies on flash drives.
PM AM has established itself as the alarm industry leader in providing managed services by
staying committed to four primary goals:
1. Obtain an unqualified reduction in the number of false alarm calls for service;
2. Maximize revenue that can be realized by the City’s alarm program, recovering real
dollars spent responding to calls for service related to false alarms;
3. Redefine what’s possible in customer experience for the City and its citizens;
4. Significantly reduce the City’s administrative burden of overseeing the alarm program.
In this RFP response, we describe in detail PM AM’s proprietary, 100% web-based technology,
best-practices, and carefully thought out approach to enabling the City reach its alarm program
goals. PM AM offers the most comprehensive and unique solution for alarm administration and
collection services.
Operating from our headquarters located within the City of Dallas, PM AM serves over 200
municipal and county jurisdictions across North America with various applications we have
developed specifically for the law enforcement industry. We are proud to represent that 28 of
these jurisdictions leveraging PM AM’s False Alarm Management Services (FAMS) reside within
the state of Texas alone.

4
Throughout our response, the reviewers shall see how PM AM has considered the City’s current
and future state of its alarm program. Through PM AM’s commitment to continuous innovation
and the delivery of the most superior customer experience available in the industry, our intent is
to make the City of Dallas our flagship customer within an already established “who’s-who”
client city portfolio.
Contained herein, we describe how other jurisdictions like the City of Houston, TX; the City and
County of Denver, CO; as well as the City of Oakland, CA have realized extraordinary results
from their respective alarm programs, otherwise unobtainable prior to becoming a valued PM
AM partner.
Mr. Brown, in closing I want to thank you for providing this opportunity for PM AM Corporation to
respond to the City of Dallas’s complete alarm management needs. My colleagues and I look
forward to the opportunity to present and demonstrate to you how PM AM Corporation can
serve your Alarm Administration and Collection needs.
Please, do not hesitate to contact me if you or any member of the committee have any
questions regarding this response.
Sincerely yours,
_________________________
Dennis White
Executive Vice President

5
CONFIDENTIALITY NOTICE
Please be advised that the following proposal to provide the requested services on behalf of the
city of Dallas contains certain proprietary and confidential information of PM AM Corporation
that is being provided to the City in confidence for the sole purpose of permitting the City and its
authorized employees, counsel, and representatives to consider and evaluate our proposal in
order to determine whether such proposal is acceptable to the City.
If the city receives a request from a third party under the applicable open records act, freedom
of information act, or comparable statute or ordinance requesting a copy of our proposal, we
respectfully request that the city refrain from making such disclosure and promptly notify Pankaj
Kumar, the Chief Executive Officer of PM AM Corporation, at pankajk@pmam.com of such
request so that we may timely file an appropriate response to such disclosure with the
appropriate authority so that such authority may decide whether our proposal or parts thereof,
redacted or otherwise, should be disclosed to the requesting party.
Thank you for your consideration of our proposal.
© 2016. PM AM. All rights reserved.
Page Number Topic

6
TABLE OF CONTENTS
TRANSMITTAL LETTER .................................................................................................... 3
TABLE OF CONTENTS...................................................................................................... 6
APPROACH........................................................................................................................ 8
PROJECT SCOPE.............................................................................................................11
FUNCTIONAL REQUIREMENTS..................................................................................... 21
Functional Requirements At a Glance....................................................................... 37
Alarm Permitting At a Glance .................................................................................... 37
Permit Renewals At a Glance.................................................................................... 38
False Alarm invoicing At a Glance............................................................................. 39
GIS Address Validation At a Glance.......................................................................... 40
Security Companies Self-Service Web Portal At a Glance....................................... 40
................................................................................................................................... 41
Permit Holder Portal With Multiple Permits............................................................... 42
Citizen Self Service Web Portal ................................................................................ 42
Mobile Strategy.......................................................................................................... 43
REPORT REQUIREMENTS ............................................................................................. 44
Reporting At a Glance ............................................................................................... 47
Dashboards and Analytics Reports........................................................................... 47
FINANCIAL AND COLLECTION REQUIREMENTS ........................................................ 48
Financial and Collection Requirements At a Glance................................................. 55
Accounting Capability of FAMS ................................................................................. 55
Refunds Process ....................................................................................................... 56
TECHNICAL REQUIREMENTS ....................................................................................... 57
TRAINING REQUIREMENTS........................................................................................... 66
ADDITIONAL BEST PRACTICES .................................................................................... 67
False Alarm Reduction Processes ............................................................................ 67
Customer Service Center .......................................................................................... 68
Implementation Planning and Schedule.................................................................... 72
Outreach Team Implementation Processes.............................................................. 77
PRICING ........................................................................................................................... 79
INSURANCE REQUIREMENTS ...................................................................................... 80
COMMUNICATION ........................................................................................................... 81
CONTRACTOR’S RESPONSIBILITY .............................................................................. 82

7
CAPABILITY, CREDIBILITY & EXPERTISE..................................................................... 83
STAKEHOLDER RETURN............................................................................................... 95
Police Department..................................................................................................... 95
Water Department and Special Collections Unit ..................................................... 100
City Information Technology Division ...................................................................... 101
Mayor’s Office, City Council, and All City Staff........................................................ 101
Current Clients within the DFW Metroplex.............................................................. 101
Innovations............................................................................................................... 102
Training .................................................................................................................... 103
......................................................................................................................................... 103
WAGE FLOOR REQUIREMENT.................................................................................... 104
ADDENDUM 1: ATTENDANCE & ORDINANCE .......................................................... 105
ADDENDUM 2: MWBE PARTICIPATION.......................................................................116
APPENDIX A: BENCHMARK REPORT.........................................................................117
APPENDIX B: SAP DOCUMENTATION ....................................................................... 123
APPENDIX C: BALANCE SHEET................................................................................. 127
APPENDIX D: BUSINESS INCLUSION & DEVELOPMENT FORM............................ 128

8
APPROACH
As all too common with many metropolitan cities throughout the United States, excessive false
alarm occurrences are robbing the City of Dallas of valuable law enforcement resources and
tax payer dollars. Because the problem is not new, cities across the nation have attempted to
put into place alarm ordinances and administrative alarm tracking and billing programs
intending to address these unwanted realities directly associated to false alarms. As well
intended as these efforts may be, PM AM has experienced that the majority of cities’ result in an
outcome which still falls drastically short of reaching their goals of actually reducing the false
alarms to an acceptable level and recovering tax payer dollars spent responding to these false
calls for service.
PM AM Corporation and its FAMS solution are here to help. PM AM is headquartered locally in
the City of Dallas, making it the best collaborative partner the city could choose. PM AM’s
headquarters occupies 6,150 square feet in the prestigious Lincoln Center, less than half an
hour’s drive from City Hall and DPD Headquarters. This proximity will add considerable value to
the relationship by making the appropriate staff members available in person to support the
City’s efforts for planning, implementation, and administration of the proposed False Alarm
Management Solution. PM AM’s goal is to function as a team member and trusted advisor to
ensure the City meets all of its Alarm Program objectives.
The City of Dallas CIS will be at ease with superior software technology as well as outstanding
customer service. PM AM’s False Alarm Management Solution (FAMS) provides both,
supported by software delivery processes and practices that are CMMi Level 3 certified, the
highest industry certification obtainable.
The PM AM – FAMS platform is a multi-layered secured, 100% web-based architecture
providing the capabilities to track, bill and process payments for alarm permits and false alarms,
along with our easy to read management dashboards, all originating from a single portal. PM
AM’s superior technology increases accuracy, ease of management, and will reduce alarm
administrative costs for the City of Dallas. Available anytime; anywhere, FAMS requires no
additional desktop-based applications or support, making administration and maintenance
seamless.
PM AM’s comprehensive FAMS solution will offer the City of Dallas greater returns than any
other alarm management service provider available. PM AM’s continued commitment is to… 1)
reduce the City’s false alarms; 2) increase the revenue recovery of lost dollars squandered on
false alarm calls for service; 3) constant incremental innovation of our alarm program
technologies, processes, and practices; and 4) operationally support the City’s advanced
thinking in relation to its one-stop alarm permitting goal.
PM AM’s FAMS has been serving cities, counties, and other municipalities across the United
States for 12 years, supporting 28 cities in the state of Texas alone. FAMS has a proven track
record of helping partner cities boost compliance, increase revenue, and decrease wasted
resources.

9
Boost Compliance
PM AM engages in proactive outreach to FAMS served communities spreading awareness of
the City’s alarm ordinance. Outreach mailings offer educational materials to help citizens
prevent false alarms, and provide the applications necessary to comply with the alarm permit
requirements laid out in Dallas City Ordinance 26919. PM AM has relationships with a
number of alarm companies who provide FAMS with their client lists so that FAMS can identify
locations that have alarms installed that do not yet have permits. The system then sends out
notices and permit applications before the first false alarm occurrence. PM AM matches its web
and mail campaigns with the manpower of its contact center following up by telephone and
answering questions, as well as generating robo-calls to notify non-permitted locations of the
permit ordinance.
Increase Revenue
The City’s increased revenue will be a direct benefit of the proactive outreach of the FAMS
software solution combined with the live customer support team interacting with alarm users via
telephone and email to obtain permit applications and collect on unpaid false alarm fees. FAMS
collections agents are very customer supportive and are able to resolve 95% of problems on the
first contact by having the technological access to view
billing statements as the customer sees them while having a
database that includes all officer’s notes and additional data
needed by the customer to validate the fees that have been
charged. FAMS has a built-in accounting system designed
to prevent accidental double billings and incorrect charges
by eliminating the need to transfer data from an alarm
management program to another system such as SAP.
FAMS support agents use both standard and proprietary skip tracing techniques to track down
non-payers and obtain payment. These techniques will be described in detail in the Financial
and Collections Requirements at a Glance section contained in this RFP response.
False Alarm Reduction | Decrease Waste
FAMS accounting staff will relieve the City of Dallas of the administrative burden of creating and
collecting on invoices, and can achieve better results than current processes with as little City
personnel time required as can be handled by just one person working 10-20 hours a month. A
realized reduction in the number of false alarm calls effected by FAMS outreach programs will
make officers more available to respond to genuine emergency situations, reducing the need for
overstaffing. The combined reduction in wasted time on both administrative and responding
officer resources puts money back into the City to support its needs.
Reduce alarm calls first
and administrating duties
second.

10
The following pages answer the City’s RFP requirements line by line as they were requested,
and endeavor to provide best practices PM AM has learned as the FAMS system has served
American Cities over the past 12 years. PM AM encourages the City of Dallas to reach out to
the cities of Allen and McKinney, TX, where FAMS has been in place for multiple years to get
a true insider perspective of the benefits of contracting
with PM AM to provide its False Alarm Management
Solution.
10% - 15% of citizens currently visit city hall to make
payments related to current alarm program transactions.
PM AM’s ability to leverage existing Application Program
Interfaces (APIs) that integrate FAMS permitting and payment processing capabilities will
enable city staff to continue to provide permitting services without any change in their existing
software. PM AM has successfully accomplished the goal of “One-Stop Permitting” in the City
of Houston.
Local partner, committed to
increasing Revenue and
reducing False Alarms.

11
PROJECT SCOPE
As requested on page 2 of the RFP# BUZ1601, PM AM proposes to provide the City of Dallas
with a Security Alarm Permitting and False Alarm Management System along with the
requisite administration services.
 All relevant and required equipment, licenses and services will be maintained
to ensure the system is available and reliable.
 PM AM will develop, test, and maintain all integration points to the City’s CAD
and GIS for location/address validation as an integral part of maintaining
compliance with the City’s Ordinance 26919.
 PM AM will accurately convert all pertinent data from the current systems to
populate the proposed Security Alarm Permitting and False Alarm
Management System. Effective interfaces shall ensure that all organizations
interacting with the proposed System are using the most accurate and up-to-
date information to reduce disruption to the City’s law enforcement personnel
while at the same time ensuring a seamless interaction with the City’s SAP
ERP system.
 The system will provide role based access to Dallas Police Department,
Dallas Water Utilities, and other departments as needed.
The table below shows a summary of all the required features as requested in this RFP.
Summary of Required Features
FAMS
Capable
Functional Requirements
Service Provider and provider’s system shall furnish
all appropriate supplies and services including but not
limited to:
1.
Provide the City with necessary documentation for
appeal hearings such as late fee, permit renewal Yes
2. Store and maintain information pertinent to:
a) Alarm Permits Yes
b) Permit Holders Yes
c) Permit Holders with outstanding charges Yes
d) Non- Permit Holders with outstanding charges Yes
e) Permit holders with fee exemption Yes
f) Address verification database Yes
3.
Provide bi-directional data transfer between the
Service Provider alarm data system and City’s CAD. Yes
4.
Service Provider shall perform invoicing and collection
of payments in accordance with the rates established
by the City’s ordinance (26919) and ensure all rate
changes are updated when rate changes are in effect. Yes

12
5.
System shall be able to maintain the following
information:
a) New alarm permits issues and fees collected Yes
b) Annual Permit renewals invoiced and fees collected Yes
c)
Permits revoked and reason for revocation
Yes
d) Number of false burglar and panic alarms Yes
e)
Number of false burglar and panic alarms invoiced
and fees collected Yes
f) False burglar and panic alarms by permit holder Yes
g) False burglar and panic alarms for non-permit holder Yes
h) Permit origination date Yes
i) Permit renewal date Yes
j) Permit revocation date Yes
k) Permit reinstatement date Yes
l)
Reinstatement of suspended permits for excessive
alarms would have original issue date for the permits. Yes
m) Historical record of each false alarm per permit Yes
6.
System shall have ability to identify:
a) Permit holder Yes
b) Non-permit holder Yes
7.
System shall have ability to capture the following
information:
a) Permit number Yes
b) Permit issue date Yes
c) Permit expiration date Yes
d) Permit type (commercial / residential/multifamily) Yes
e) Name of business or residential applicant / holder Yes
f) Permit holders valid state issue ID or driver’s license. Yes
g) Location:
§ Street address Yes
§ zip code Yes
§ Type of property (residential / commercial /
multifamily) Yes
§ Telephone numbers Yes
§ Contact persons (minimum of 2) and phone
number(s) Yes
§ Type of alarm system installed (burglary, panic,
robbery) Yes

13
h) Invoicing:
§ Permit holder name Yes
§ Full mailing address with zip code Yes
§ Contact person and phone number(s) Yes
§ History of Incidents in the past 12 months from the
current invoice date
Yes
§ History of unpaid invoices Yes
i) Permit Holder Responsible for Alarm:
§ Name Yes
§ Date of birth Yes
§ Complete mailing address Yes
§ Phone numbers Yes
§ On-site emergency contact number Yes
j)
Name and telephone number of alarm monitoring
company Yes
k)
Name and telephone number of company that
installed the alarm system Yes
l) Special Medical Concerns / Disabilities Yes
m) Pet Information Yes
8.
System shall have the ability to perform address
validation against City’s CAD. Yes
9.
System shall have the ability to maintain an alarm
company master file which includes:
a) Assigned code number Yes
b) Name, address, and telephone number of business Yes
c) Manager’s name, and telephone number Yes
10.
System shall have the ability to automatically generate
a unique permit number. Yes
11.
System shall have the ability to maintain reasons for
denial of issuance of permit, including:
a) Permit Application incomplete, misleading, false Yes
b)
Applicant has unpaid security alarm related fee owed
to the City Yes
c) Alarm system installed is unreliable Yes
12.
System shall have the ability to generate renewal
notices and second renewal notices automatically
within specified periods. Yes
13.
System shall have the ability to generate revocation
notices based upon city’s ordinance (26919). Yes
14.
System shall have the ability to generate notice to
alarm users without permits. Yes

14
15.
System shall have the ability to maintain historical
information on permit issuance, renewal, suspension
and reinstatement on each property. Yes
16.
System shall have the ability to maintain current
permit status information. Yes
17.
System shall have the ability to maintain incident
count of alarms, their disposition and information on
each permit. Yes
18.
System shall have the ability to provide cross-
reference capabilities between permit holder names
and properties. Yes
19.
System shall have the ability to perform search on
permit holder and business name. Yes
20.
System shall have the ability to download and print
permits, blank application forms with mail-in
information from the web portal. Yes
21.
System shall have the ability to archive inactive
permits based on the City’s data retention policy Yes
22.
System shall have the ability to maintain a table of
incident criteria,
a) Permit holder – telephone number. Yes
b) Non permit owner. Yes
c)
Number of false alarms before 1st suspension (permit
holder only). Yes
23.
System shall have the ability to interface with City’s
CAD in the following capacity:
a)
Transfer on-line/on-demand entire registration
database from proposed Service Provider’s system to
City’s CAD including the following:
i. Permit number (or non-permit identifier) Yes
ii. Name Yes
iii. Location Yes
iv. Permit status Yes
v. Expiration date Yes
vi. Last incident date and time Yes
vii. Alarm type Yes
viii. False alarm incident count Yes
ix. Beat information Yes
b)
Transfer on line/on-demand incident records from
City’s CAD to Service Provider’s system including:
i. Incident number Yes
ii. Priority Yes
iii. Call code Yes
iv. Disposition Yes
v. Date Yes

15
vi. Time : Yes
1. Received Yes
2. Dispatched Yes
3. Arrived Yes
4. Alarm Cleared Yes
vii. Remarks Yes
viii. Site name and location Yes
ix. Reporter’s name, address, phone number Yes
x. Dispatcher – employee number and terminal Yes
xi. Phone clerk – employee number and terminal Yes
xii. Cleared code and disposition Yes
xiii. Officer number Yes
xiv. Unit(s) assigned Yes
c)
Capture and provide all transactions and relevant
confirmation, reconciliation of data on daily basis for
auditing purpose. Yes
24.
System shall have the ability to make
adjustments/corrections on fees at the request of the
city, accounting errors and/or appeal hearings. Yes
25.
System shall have the ability to generate incidents
manually for account. Yes
26.
System shall have the ability to issue notice(s) to
permit holders with excessive false alarms. Yes
27.
System shall have the ability to issue notice(s) to non-
permit holders with false alarms. Yes
28. System shall have the ability to archive historical data. Yes
29.
System shall have the ability to accept/establish
temporary account numbers for non-permit holders
who have incurred false alarm charges. Yes
30.
System shall have the ability to transfer a temporary
account number charges to a permanent account
(permit) number. Yes
31.
System shall have the ability to process permit
applications, issue permit and notify the customer of
the application outcome within 1 business day. Yes
32.
System shall have the ability to revoke permits
according to City’s Ordinance (26919). Yes
Report Requirements
The Service Provider’s system shall generate the
following reports including but not limited to:
1.
New alarm permits issued and fees collected by type
of property (commercial/residential) Yes
2. Annual permit renewals invoiced and fees collected. Yes

16
3. Permits revoked and reason for revocation. Yes
4. Permits reactivated and reason for reactivation. Yes
5. Number of false burglar alarms. Yes
6.
Number of false burglar alarms invoiced and fees
collected. Yes
7. Listing of Permits by beat Yes
8. False alarms by permit holder. Yes
9. False alarms by non-permit holder. Yes
10.
Revocation report by permit holder after eight false
alarms at the same location. Yes
11.
Revocation report by permit holder for outstanding fee
at the same location. Yes
12.
Exception listing of permits/non-permits which has
exceeded established limitations. Yes
13. Listing of permits by:
a) Alarm company Yes
b) Permit number Yes
c) Site address Yes
d) Business / Owner name Yes
e) Police Reporting District Yes
14. Listing of permit counts in all categories Yes
15. Listing of outstanding charges by permit Yes
16. Monthly Alarm company roster. Yes
17.
An incident exception report generated during daily
incident update process City’s CAD Yes
18. Daily and monthly activity reports including:
i. New permits Yes
ii. Renewal notices Yes
iii. Second notices Yes
iv. Account invoicing Yes
v. Incidents processed Yes
19.
Monthly AR report (Excel, Access, or Adobe) format:
i. Amount invoiced by call signal Yes
ii.
Amount collected by permit type and call signal
Yes
20.
Fiscal year (Oct – Sept) Accounts Receivable aging
report by permit type. Yes
21.
Ability to provide reports in both alpha and
permit/account number order. Yes
22. Additional on-demand reports as required by City. Yes

17
Financial and Collection Requirements
1.
Service Provider shall comply with the Fair Debt
Collection Practices Act, and all other state and federal
laws. Yes
2.
Service Provider shall comply with the Federal Trade
Commissions’ Red Flag Rules, which implement
Section 114 of the Fair and Accurate Credit
Transactions Act of 2003, as amended. Yes
3.
Service Provider shall comply with PCI (Payment Card
Industry) for all credit card transactions. Yes
4.
Service Provider would make all collections related to
security alarm permits and false alarm fees and would
deposit the collected revenue in a designated city’s
account managed by the Service Provider. Yes
5.
At the start of each month Service Provider will
reconcile the city’s bank alarm account for the
previous month and provide City with an invoice
showing the fee calculation and supportive bank
reconciliation. Once invoice is approved by the City,
bank would be authorized to issue transfer (e.g. ACH
transfers) to City and Service Provider for the
proposed revenue shared amount. Yes
6.
The successful proposer must have a functional
system to serve as the invoicing and collections agent
and accounts receivable (A/R) manager for the City
for security alarm permitting and false alarm
management service. Yes
7.
Invoice content and other correspondence will provide
instructions directing the customer to call a Service
Provider maintained and staffed phone number to
answer questions about permits, invoices and other
false alarm system matters. Questions concerning the
validity of any response or action taken by an
employee(s) of DPD regarding a specified alarm call
will be directed to a representative of DPD. Yes
8.
Format of all invoices and correspondence shall be
approved by the City. Yes
9.
Invoice format will provide stub or appropriate
remittance form to accompany payment Yes
10.
Service Provider shall be able to utilize multiple
techniques for collections. Yes
11.
Service Provider shall keep detailed A/R to be
reviewed by City at any time. Yes
12.
Service Provider will provide the ability for customer to
apply and obtain permits by mail or online; and ability
to pay fees on-line, by phone or mail. Yes
13.
Payments made by mail will be directed to a local
lockbox maintained and managed by Service
Provider. Yes

18
14.
Service Provider will be responsible for handling bad
checks and stop payment situations. Yes
15.
Ability to generate invoicing for alarm charges which
includes the following information:
Summary information:
a) Previous / past due amounts Yes
b) New charges Yes
c) Payments Yes
d) Adjustments Yes
e) New balance due Yes
Detail information:
f) Type of incident Yes
g) Date of incident Yes
h) Time received Yes
i) Reason / description Yes
j) Charge(s), if applicable Yes
16.
Ability to show all incidents and their associated
charges during the current invoicing period. Yes
17.
Ability to provide itemized balance forward capabilities
on invoicing. Yes
18.
Ability to invoice miscellaneous charges (i.e. returned
check fees). Yes
19.
City should get access to the point-of-sale system to
view citizen’s transactions as they occur. Yes
20.
City should also have access to the bank account
maintained by the service provider so all deposits can
be viewed. Yes
Technical Requirements
1.
Service Provider shall provide Production server
hardware and software environment capable of
supporting operations and transaction volumes. This
environment shall be capable of sustaining 99.999%
uptime. Yes
2.
Security Alarm system shall be load-balanced and
cater high availability architecture. Yes
3.
System shall be behind a firewall on isolated network
and all login activities shall be logged. Yes
4.
System accounts should be provisioned in
accordance with Segregation of Duties Yes
5.
Service provider should use SSL Certificate providing
secure encrypted communication between client
browsers. This security is also enforced to server's
Payment Gateway. Yes
6. Permit Holder information should be encrypted Yes

19
7.
Service Provider shall maintain, manage and be in
compliant to all hardware and software licenses
and/or security patches required for the application Yes
8.
Service Provider shall provide access to a Test server
hardware and software environment configured in
accordance with the production environment and be
able to verify modifications and enhancements prior to
their introduction into the production environment. Yes
9.
Service Provider shall perform testing of the
configured solution prior to taking System into
production. The purpose of this testing will be to
confirm the integration of all components, assess the
configuration, and identify issues to be resolved.
Testing shall include Integration Testing of all
integration points and interfaces. Yes
10.
User Acceptance Testing shall be conducted by the
City with the Service Provider's assistance. Yes
11.
Service provider shall provide technical support to end
users 24 X 7 X 365 days. Technical Support is
defined as actions required to address "System
Outage" issues and outages where all or part of the
service is inaccessible. Service Provider shall provide
a phone number to access technical support from
qualified technical support personnel in the event that
system down errors or host outages occur. Yes
12.
In an event of “System Outage”, Service Provider
shall notify City within 10 min of the issue occurrence. Yes
13.
Service Provider shall notify the City of any scheduled
or unscheduled maintenance that is expected to make
the hosted services unavailable. Such notifications
shall be sent via e-mail to the designated City
business owner no less than one calendar week
before the planned event. With rare exception,
scheduled maintenance shall be performed on
weekends (Saturday through Sunday) during the
evening and/or early morning hours. Yes
***All regular scheduled and unplanned maintenance,
as well as configurations changes have to follow our
Change Management Control Board Process*** Yes
14.
Service Provider shall communicate any/all known
inaccuracies in the City's data caused by any outage
or system failure and shall work to correct any
inaccuracies within a reasonable period of time. Yes
15.
Service Provider shall provide electronic versions of
all Hardware and Software technical documentation.
This documentation should include, but not be limited
to, the following:
a) System and database administration procedures Yes
b) Integration programming specifications Yes

20
c) Customization specifications Yes
d) Interface specifications Yes
e) Backup and recovery procedures Yes
16.
Service Provider’s online system would be linked to
City of Dallas website and application URL should be
masked to indicate City of Dallas. Yes
17.
Upon termination, or at the end of the contract period,
the Service provider must turn over to the City all
records, files, database and related project
information and materials within 30 days. Yes
18.
Service provider will be required to provide the City all
invoices, revenue transactions and alarm data for
auditing purposes when requested by City within 1
business day. Any planned auditing activities relevant
to hosted solution would be communicated to Service
provider in advance. Yes

21
FUNCTIONAL REQUIREMENTS
PM AM and FAMS shall furnish all appropriate supplies and services including but not limited
to:
1. Provide the City with necessary documentation for appeal hearings such as late fee,
permit renewal.
PM AM offers its False Alarm Management Solution (FAMS) managed service as a complete
100% web-based solution to store, update and maintain all documentation required for
appeal hearings.
FAMS has an intuitive appeals function that contains all the requisite information for an
appeal officer to make a decision from the office or while using a mobile device.
Citizens receiving an invoice for false alarm fees may choose to contest their false alarms.
The City of Dallas may offer the option for them to appeal in person with an appeal hearing,
or by mail.
In Person Hearings
When a citizen elects the option to have an in person hearing, the invoice will
direct him or her to call FAMS Customer Support, or fill out a form and submit it
by mail to schedule the hearing. The FAMS system provides a function for
scheduling appeal hearings that allows a Customer Support Representative to
schedule the requested hearing in the time slots that the hearing officer has
notified FAMS that he or she is available. In the event that all the available time
slots are taken, the CSR will enter the appeal request into a queue that will be
called to schedule as soon as a new time slot becomes available. This way, all
appeal requests are handled in the order received.
Appeals by Mail
When a citizen elects to appeal by mail, the CSR who takes the information by
phone or by mail will submit the appeal request with all the relevant permit
account details for the hearing officer to review at his or her convenience.
In the case of both in-person hearings and appeals by mail, the
hearing officer can enter the appeal decision and any
corresponding notes into the FAMS system. Once this
information has been provided, a FAMS CSR will generate a
notice to the contestant providing the details of the appeal
decision that was made, and make any accounting adjustments
that need to be made to the permit holder’s account.
Appeals - Hearings, as
simple as holdiing them
from your local Starbucks.

22
2. Store and maintain information pertinent to:
a) Alarm Permits.
FAMS stores and maintains a rich dataset of information related to all aspects of
alarm permitting. This includes in-depth permits information such as the permit
number, issue date, expiration date, name of the business or residential
applicant, alarm location address, billing address, permit holder information,
type of alarm, alarm company information and more.
b) Permit Holders.

23
Permit holder information is an important aspect of alarm permitting as there
may be locations that have alarm systems paid by a different business entity or
individual. It is vital to keep both the location and permit holder informed of the
permit’s status, false alarms activity etc. PM AM created a special program that
allows permit holders to log into a single portal where a multi-location business
entity can view all locations linked to their login to see all invoices and activity
in one place. This portal provides the flexibility to make payments related to
outstanding invoices for multiple locations using a single screen.
c) Permit Holders with outstanding charges.
PM AM maintains a large number of reports for outstanding charges to be viewed
in real time. Citizens can login to a citizen self-service web-portal accessible
through the City of Dallas’s website to view all outstanding invoices, date of
invoice, due date etc. These invoices show the date and time of the false alarm,
history of all alarms including the 3 free false alarms during the 12 month period
that were allowed before charges were incurred. This transparent process
inspires confidence to citizens and enables them to pay the charges in a timely
and a convenient way.
d) Non- Permit Holders with outstanding charges.
Dallas Police Department does not respond to burglar alarm calls to locations
where permit has not been obtained. FAMS identifies all locations where a false
alarm has occurred but an alarm permit has not been obtained. These locations
are proactively engaged by PM AM through invoices, notices, and phone calls
advising the alarm user of the permit requirements and asking the user to pay the
outstanding charges.
e) Permit holders with fee exemption.
PM AM maintains database of all alarm locations that are exempt from the City’s
Ordinance provisions. In the event, false alarm activation occurs at these
locations, FAMS has defined processes that prevent it from generating an invoice
for the false alarm. However, PM AM does generate an outreach list for
Customer Support Representatives to engage these alarm users through phone
calls and provide them with educational material on the importance of false alarm
reduction and tips on how to reduce false alarms.
f) Address verification database.
FAMS has a process for maintaining an address verification database and is the
only industry player in the marketplace who has followed this process since its first
implementation in 2004. There is not one city managed by FAMS where a permit
can be created in the FAMS solution through the citizen self-service web-portal or
the administrative portal without validating the address with the GIS and CAD
database. This is critical for preventing permits and invoices from being issued for
alarm users outside the city limits that do not receive responses from DPD. For
cities similar in size to the City of Dallas existing FAMS deployments perform
address validation through 2 processes:

24
1) The address gets validated by pinging the City’s GIS database in real time,
or;
2) The address is alternatively validated through the address database
maintained and used by the City.
PM AM had a similar arrangement for the City of Houston under which PM AM
was validating the address in City’s GIS in real time. If the address was not found
in GIS, PM AM was able to do a secondary address validation through the
Houston Emergency Communications (HEC) center
database. For the City of Denver, PM AM has
written technical programs to validate the address
in real time with the City’s GIS at no additional cost
to the City.
3. Provide bi-directional data transfer between the Service Provider alarmdata system
and City’s CAD.
PM AM’s partner cities like Allen, TX, Denver, CO and College Station, TX currently use Tri-
Tech CAD. PM AM will provide a bi-directional interface between FAMS and City’s Tri-Tech
CAD system. The process for CAD integration has been explained in response to Technical
Requirement 23.
4. Service Provider shall performinvoicing and collection of payments in accordance
with the rates established by the City’s ordinance (26919) and ensure all rate changes
are updated when rate changes are in effect.
PM AM has reviewed the City of Dallas’s Ordinance # 26919, Chapter 15 C, Article I
thoroughly and certifies that all provisions in the City Ordinance including but not limited to
invoicing registered and non-registered locations, sending notices for excessive false alarm,
suspensions, revocations, appeals process etc., can be easily implemented in the FAMS
solution. Similar rules are already incorporated into FAMS solution for other municipalities.
FAMS is a configurable web-based solution that provides the flexibility to modify attributes to
reflect changes in the alarm ordinance as needed. PM AM has provided the below table
listing all the charges as identified in the City’s Ordinance.
YearlyRegistration/Renewal Fees
Residential Location $50.00
Apartment ComplexResidential Unit $50.00
Apartment ComplexMasterpermit $50.00
Apartment ComplexNon-residential area $50.00
Commercial Location $100.00
Fines for Burglary False Alarm Calls
Residential Location
1st, 2nd and 3rd $0.00
4th, 5th and 6th $50.00 each
7th and 8th $75.00 each
9th and above $100.00 each
Commercial Location
Permits - Full 360˚
information capture.

25
Apartment ComplexResidential Unit
Robbery/Panic/ Hold-Up False Alarm Calls
Residential Location 1st and above $100.00 each
Commercial/Non-residential areasof
apartment complex/Unoccupied
residential unitsofapartment
complex
1st $100.00
2nd $200.00
3rd $300.00
Apartment ComplexResidential Unit 1st and above $100.00 each
5. System shall be able to maintain the following information:
a) New alarm permits issues and fees collected.
FAMS maintains a comprehensive database that displays alarm permit information in
real time including all new permits issued and respective fees collected for a specific
time frame within the life of the alarm program.
b) Annual Permit renewals invoiced and fees collected
FAMS has a time proven, business rules-based, automated billing process through
which, permit renewal notices are sent 60 days before the permit expiration date.
This provides your citizens the opportunity to comply with the City Ordinance by
paying the renewal fee in a timely manner. PM AM has several reports that are
executed by the Customer Service Billing Specialist to ensure all permit renewal
notifications have been processed. For most FAMS cities, if a payment for permit
renewal is received before the permit expiration date, the permit is renewed for 1
year from the permit expiration date, but if the payment of the permit renewal is
received after the permit expiration, the permit is renewed for 1 year from the date of
payment. This configuration can be modified to change the renewal expiration to one
year from the original expiration date if desired. Since, City of Dallas follows no-
permit, no response policy, if an alarm occurs at a location where the permit has
expired, the City of Dallas Police Department communications division can see that
the location is not permitted.
c) Permits revoked and reason for revocation
According to the City of Dallas Ordinance # 26919 section 15C, Article I, the Chief
may revoke alarm permits when the permitted alarm system has had 8 or more false
alarm notifications within the preceding 12-month period, failed to pay the invoice,
failed to establish a payment plan, or provided false information on the permit
application. FAMS maintains the count of incidents and other necessary information
to ensure that the alarm permit is revoked in accordance with the City’s ordinance

26
and also stores the date of revocation, reason for revocation etc. for the life of the
permit. This information is available to the Dallas Police Department and City
officials in real time.
d) Number of false burglar and panic alarms
FAMS maintains detailed history of the number of false burglar and panic alarms
for each permitted and non-permitted location. This information is viewable on the
permit level, score cards, dashboards etc., which has proven extremely helpful for
identifying high alarm violators.
e) Number of false burglar and panic alarms invoiced and fee collected
PM AM maintains comprehensive information on permits and non-permitted locations
that have been invoiced for false burglary, robbery, and panic alarm calls. FAMS
provides this information in insightful reports for City staff viewing in real time. These
can be run to pull results for a particular time period,
specific date, or for a specified month and year.
These reports provide details like numbers of
invoices sent out, fees invoiced for burglar or
robbery false alarms, fees collected, outstanding
fees and aging of outstanding balances. This gives a
complete, transparent view of the information
needed by PM AM’s partner cities.
f) False burglar and panic alarms by permit holder
FAMS maintains information on false burglar and panic alarm calls for each permit
holder location and offers several reports and account summaries to Dallas officials
for the number of false burglar and panic alarm calls at each permitted location and
supporting details as needed.
g) False burglar and panic alarms for non-permit holder
As detailed in Functional Requirement 2d, FAMS identifies non-permitted locations
where false burglar and panic alarms have occurred. PM AM maintains this
information for each non-permitted location and makes it available to city officials for
review at any given time.
1. Permit origination date
2. Permit renewal date
3. Permit revocation date
4. Permit reinstatement date
5. Reinstatement of suspended permits for excessive alarms would have
original issue date for the permits.
6. Historical record of each false alarm per permit
FAMS performs all aspects of alarm permitting and maintains all important dates in
the permit database including the permit issue date, permit renewal date, permit
expiration date, revocation date, reinstatement date etc. The original issue date on a
Guaranteed to increase
revenue for the City of
Dallas. Houston went from
$6.3M - $11.8M.

27
permit is always stored and maintained on the permit account regardless of
whether the permit is renewed or reinstated multiple times during the life of the
permit.
FAMS maintains the details of every false alarm under the history of the alarm
permit. This information is available to the City officials for review through our
100% web-based portal 24/7. This not only includes the type of alarm, disposition
code, date and time of the incident, but also contains the officer remarks. During
Customer Service phone calls (both incoming and outbound), this information is also
available to FAMS customer support representatives who can engage with citizens in
a more meaningful manner as they provide information about their false alarms.
6. System shall have ability to identify:
a) Permit holder
FAMS permitting screens and reports make it easy for city officials to identify if a
location they are looking at has a valid and active permit.
b) Non-permit holder
The City alarm Ordinance mandates that locations be permitted in order for police to
respond in case of an alarm. However, exceptions exist when police respond to
panic calls, and when the home owner initiates
call to the police emergency center. FAMS has
a process that will register the details of such
locations like address, all alarms and FAMS
allocates a temporary permit number, this
temporary number can potentially be converted
into a valid permit number when location owner
pays all previous fines, provides filled permit application and is found to be in
compliance of all other provisions of the City ordinance.
7. System shall have ability to capture the following information:
a) Permit number
FAMS issues a unique permit number to each location once the permit application is
received, and registration fee has been paid.
b) Permit issue date
FAMS maintains the original issue date of the permit throughout the life of the permit.
c) Permit expiration date
FAMS stores the permit expiration date and extends the permit for 12 months each
time the permit renewal is paid.
d) Permit type (commercial / residential/multifamily)
Unique and time-proven
methods to increase
registered permit holders.

28
FAMS has the ability to store the permit/property type for Residential, Commercial,
Multifamily, and Exempt locations. FAMS can also store additional permit or
property types as needed.
.
e) Name of business or residential applicant / holder
As explained in Functional Requirement 2b, FAMS is capable of storing many
attributes about the permit like name of permit holder/business and beyond like
name, address and phone number of a billing contact when different than the
location where permit is issued.
f) Permit holders valid state issue ID or driver’s license.
FAMS will store the State issued id / driver’s license. All sensitive information like this
will be encrypted for security before it is stored in the database.
g) Location:
1. Street address
2. zip code
3. Type of property (residential / commercial / multifamily)
4. Telephone numbers
5. Contact persons (minimum of 2) and phone number(s)
6. Type of alarm system installed (burglary, panic, robbery)
FAMS has the ability to capture and store location information, including street
address, zip code, type of property (including residential, commercial, and
multifamily), telephone numbers, contact persons with their respective phone
numbers, and the type of alarm installed (burglary, panic, or robbery.)
All addresses entered into the FAMS solution are validated against the City’s
GIS/CAD database. For more detail on this, refer to Functional Requirement 8.
h) Invoicing:
1. Permit holder name.
2. Full mailing address with zip code.
3. Contact person and phone number(s).
4. History of Incidents in the past 12 months from the current
invoice date.
5. History of unpaid invoices.
A PM AM documentation specialist will work with City officials to finalize
the invoice template. Invoices will include detailed information like
address of permitted location and the
mailing information for the billing
contact. False Alarm invoices list a
detailed history of all alarm
occurrences at the permitted location
from the preceding 12 months. This
history includes the first three alarms
Solid system, ensures no
double billing, unlike other
systems in the industry.

29
for which permit holder wasn’t billed. All invoices for permit renewals,
and false alarm invoices provide details of all unpaid and past due
invoices. This ensures that permit holder is aware of his or her
responsibilities and clears all balances due before the permit can be
renewed so that the location is not denied police response.
i) Permit Holder Responsible forAlarm:
1. Name
2. Date of birth
3. Complete mailing address
4. Phone numbers
5. On-site emergencycontact number
As detailed in this response, FAMS maintains the information about the permit holder
responsible for the permitted location along with names, date of birth, addresses and
phone numbers, and emergency contacts with their phone numbers. This information is
made available to responding officers in real time through CAD integration.
j) Name and telephone number of alarm monitoring company.
FAMS maintains a comprehensive database including the name and telephone
numbers of the company responsible for monitoring the alarm at the permitted
location. As requested by Report Requirement 16, an alarm company roster will
be maintained as one of the reports available for viewing through the
Administrative Portal. Upon request, PM AM can email a copy of this roster in
Excel, Access or Adobe format to any city personnel who are not registered as
users of the Administrative portal.
k) Name and telephone number of company that installed the alarm system.
FAMS stores details including telephone numbers of the company responsible for
installing the alarm at the permitted location. This information will also be
included in the alarm company roster.
l) Special Medical Concerns / Disabilities
From its first FAMS implementation in 2004, PM AM has championed the cause
of storing information on special medical conditions / disabilities and pets along
with other important permit information. This information alerts responding
officers to the human aspects of a situation they may be responding to, such as a
hearing impaired resident that cannot hear a knock on the door.
m) Pet Information
FAMS stores the pet information in the
permit database. Capturing this information
helps the responding officer prepare for the
presence of an aggressive pet that could be
a hindrance to the officer following standard
procedures.
Citizen and police officer's
safety is always priorty
number 1.

30
8. System shall have the ability to performaddress validation against City’s CAD.
All the addresses that are entered into FAMS, whether online or by PM AM’s back office
data entry team, are first verified with the City’s CAD or GIS database before a permit is
created.
PM AM validates the location address against the CAD or GIS database in multiple ways.
PM AM has built interfaces for the City of Houston and City and County of Denver which
enable address validation to take place in real time with the City’s database. Additionally, PM
AM can also store and maintain the city’s CAD or GIS database
which can be updated as frequently as required by the City.
This validation process ensures that no permit application will
be granted outside the City’s jurisdiction, and in doing so,
insulates the City from liabilities that could arise if a permit had
been granted to a location where police did not respond. PM AM
is the only industry player who has followed this process since
rolling out its first false alarm management system deployment.
9. System shall have the ability to maintain an alarm company master file which
includes:
FAMS stores alarm company information in the permit database that covers all aspects of
alarm company information including:
a) Assigned code number
b) Name, address, and telephone number of business
c) Manager’s name, and telephone number
PM AM has programs that will be used to import this information from the City’s existing
records.
10. System shall have the ability to automatically generate a unique permit number.
FAMS has the ability to automatically generate a unique permit number when a person
applies for a new permit. This ability includes issuing permit numbers from a predefined
series used by the City of Dallas so that new permit numbers follow the existing sequence
imported from the City’s database.
11. System shall have the ability to maintain reasons for denial of issuance of permit.
A permit can be denied if:
a) The permit application is incomplete, misleading, or false;
b) The applicant has unpaid security alarm related fee owed to the City; or
c) The alarm system installed is unreliable.
Additionally, the City alarm ordinance states that a permit can be denied if, a permit was
revoked and the problems leading up to revocation have not been resolved.
Permits can't be assigned
to an address outside of
Dallas - Guaranteed !

31
FAMS shall implement these rules in its software configuration so that a permit will not be
issued if any of the above conditions apply to the applicant. PM AM will notify the applicant
of the reason for the permit denial. Supporting notes about the decision will be available in
the permit history for city officials and PM AM staff to review as needed.
12. System shall have the ability to generate renewal notices and second renewal
notices automatically within specified periods.
PM AM automatically sends out renewal notices 60 days prior to the existing permit
expiration date, and additional reminders are generated if the renewal has not been paid in
a timely manner. This provides plenty of time for alarm users to submit their payment and
update emergency contact information. FAMS rule configuration for auto-generating these
notices can be modified to send out these notices and reminders at any interval the City
chooses.
13. System shall have the ability to generate revocation notices based upon city’s
ordinance (26919).
Per the City of Dallas Ordinance # 26919 Section 15C-13, the Chief may revoke an alarm
permit for the following reasons:
a) False statement of material matter in the application for the alarm permit.
b) The permit holder has failed to pay the false alarm service fee within 90 days of the
invoice date or has failed to establish a payment plan.
c) The permit holder has failed to comply with the terms of the payment plan.
d) The permitted alarm system has had eight or more false alarm notifications within the
preceding 12-month period.
FAMS business rules can easily be modified to incorporate all above listed rules to automate
permit revocations and reactivate them once the permit holder has rectified all violations
causing revocation and fulfilled other duties as required by the alarm ordinance.
14. System shall have the ability to generate notice to alarm users without permits.
The City alarm ordinance mandates that locations must be permitted in order for police to
respond to an alarm. However, exceptions exist when police respond to panic alarms or
calls initiated by a person at the location. FAMS automatically identifies these locations and
issues notices that advise the responsible parties of the permit requirements and provide a
permit application to encourage them to comply.
FAMS also traces locations where an alarm was reported but police weren’t dispatched
because the location was not permitted. PM AM will also send courtesy notices to those
locations advising them to obtain the permit in order to receive service.
15. System shall have the ability to maintain historical information on permit issuance,
renewal, suspension and reinstatement on each property.

32
FAMS maintains all important current and historical
information about the permit like original permit issue
date, renewal dates, suspensions/revocations and
reinstatement dates.
16. System shall have the ability to maintain current
permit status information.
FAMS maintains all information on permits, incidents
invoices, etc., in real time. FAMS is 100% web-based,
giving DPD, city officials and PM AM staff complete visibility to review the permit status at
any time or place. When a permit is revoked due to reasons defined in the alarm ordinance,
all FAMS stakeholders will be able to see the change in status within seconds from the
comfort of their computer or mobile device browsers.
17. System shall have the ability to maintain incident count of alarms, their disposition
and information on each permit.
FAMS maintains complete information about alarm incidents including dates, times,
disposition codes and officers’ remarks. When disposition codes like electrical outage and
inclement weather are documented as the reason for the alarms it helps the system identify
and exclude them from alarm sequence count for billing purposes. FAMS documents all
alarms caused at a location and the total count for the preceding 12 months by permit for
easy reference.
18. System shall have the ability to provide cross-reference capabilities between permit
holder names and properties.
FAMS has cross-referencing capabilities that enable permits to be looked up by property or
by permit holder. PM AM has created a special portal where a multi-location entity can view
all locations linked to their login to see all invoices and activity in one place. This portal
provides the flexibility to make payments related to outstanding invoices for multiple
locations using a single screen.
19. System shall have the ability to perform search on permit holder and business name.
FAMS offers permit search capability to pull information based on full or partial permit holder
/business name. FAMS users can also search permit
information by various wild card and ASCII search terms
including, but not limited to, permit number, address,
invoice number, phone number and permit type.
20. System shall have the ability to download and print permits, blank application forms
with mail-in information from the web portal.
The FAMS Citizen web portal will allow users to download blank permit applications.
Beyond that, downloadable PDFs are editable for permit applications so that users who
choose to submit their application by mail can type in the information so it appears legibly
when printed. Citizens opting to apply for the permit online are able to complete the permit
Collection engagement
process is unparalleled;
that’s why we increase
revenue when we're
engaged by cities that were
served by others.
"Bleeding-edge" technology
to make searches
seamless.

33
application and payment process quickly and easily; and Dallas Police Communication
Center is able to verify the permit status in real time to dispatch a police response.
21. System shall have the ability to archive inactive permits based on the City’s data
retention policy.
FAMS technical architecture has the capacity to store an enormous amount of data without
need to archive. For example, the City of Houston’s deployment of FAMS has retained
more than 7 years’ worth of data without need to
archive, and for Richardson, TX; FAMS has more than
12 years’ worth of data stored without the need to
archive. All of this data continues to remain available
to these customers in real time.
FAMS recently created a Benchmark Report detailing
a test conducted on its servers using a large amount of data to ensure that the City officials,
PM AM’s FAMS CSRs, and citizens can access data efficiently.
The Benchmark Report results are attached in Appendix A.
22. System shall have the ability to maintain a table of incident criteria:
FAMS stores information on incident criteria to include:
a) Permit holder – telephone number.
b) Non permit owner.
c) Number of false alarms before 1st suspension (permit holder only).
23. System shall have the ability to interface with City’s CAD in the following capacity:
PM AM understands that the City of Dallas uses Tri-Tech CAD. PM AM’s partner City and
County of Denver, CO, a client of 6 years; Allen, TX, a client of 10 years; and College
Station, TX, a client of XX years all use Tri-Tech CAD. PM AM has been in dialogue with
Linda Ali of Tri-Tech, who is likely to be the Tri-Tech’s project manager for the City of Dallas.
FAMS is easily configurable to any CAD system.
PM AM considers the required interface process to be a simple setup given PM AM’s
experience in writing sound processes per CMMI’s capability maturity model.
Editable PDF’s
The FAMS online self-service Citizen web-portal allows citizens to apply
for a permit and make payments.
PM AM is unique in making the permit applications available in the form
of an editable PDF format that allows the alarm user to type the contents
directly in the PDF file and print it to return it along ne portal. Additionally,
citizens can download a permit application to fill-in and return it to the
remittance address along with the payment by check or money-order by
mail. This provides a fast and easy way for citizens to fill out the permit
application by typing instead of writing by hand.
Ease of service through
mobile and web portals for
citizens.

34
The programs established for the City of Dallas processes accomplish two primary goals
pertaining to the CAD Integration. (1) To automatically obtain and update the City’s false
alarm incident data and; (2) to upload FAMS permit data for Dallas Police Department
dispatchers to view the daily updated status of permits.
a) Transfer online/on-demand entire registration database from proposed
Service Provider’s system to City’s CAD including the following:
1. Permit number (or non-permit identifier)
2. Name
3. Location
4. Permit status
5. Expiration date
6. Last incident date and time
7. Alarm type
8. False alarm incident count
9. Beat information
Through integration with the City’s CAD, FAMS will be able to transfer the registration
database from FAMS to Tri-Tech Premise database.
b) Transfer online/on-demand incident records from City’s CAD to Service
Provider’s system including:
1. Incident number
2. Priority
3. Call code
4. Disposition
5. Date
6. Time:
a. Received
b. Dispatched
c. Arrived
d. Alarm Cleared
7. Remarks
8. Site name and location
9. Reporter’s name, address, phone number
10. Dispatcher – employee number and terminal
11. Phone clerk – employee number and terminal
12. Cleared code and disposition
13. Officer number
14. Unit(s) assigned
Through integration with the City’s CAD, FAMS will be able to transfer the incident data
from Tri-Tech CAD to FAMS.

35
PM AM has created a special interface for the City of
Houston that uses an API call that enables the
responding police officer to request permit related
data that is made available to his/her patrol car laptop
in real time.
c) Capture and provide all transactions and
relevant confirmation, reconciliation of data on
daily basis for auditing purpose.
FAMS captures all transactions and relevant details and makes them available in a
variety of reports that support auditing needs.
24. System shall have the ability to make adjustments/corrections on fees at the request
of the city, accounting errors and/or appeal hearings.
FAMS functionality allows adjustments or corrections to be made easily at the request of the
city or as the result of an appeal hearing. PM AM customer care specialists carry out all
aspects of a hearing decision, posting detailed notes and informing all parties of the hearing
decision. Adjustments that City officials deem necessary can also be easily processed with
FAMS. For example, if an alarm was disposed as false, but later determined to be true,
FAMS provides the ability to update the alarm disposition. By making these adjustments, the
number of false alarms on an account is updated, along with the amount owed after the
adjustment. With this process, alarm registration or civil penalties can be waived for exempt
locations, and citations can be transferred from one location to another if the original
incident was charged to an incorrect address.
25. System shall have the ability to generate incidents manually for account.
FAMS functionality allows users to enter an incident manually if it didn’t transfer through
CAD interface. This could happen when an incident is initially disposed as a true alarm and
later investigations reveal that it was false.
26. System shall have the ability to issue notice(s) to permit holders with excessive false
alarms.
PM AM understands that the City’s alarm ordinance allows 3 false alarms before fees are
assessed on subsequent excessive false alarms to a permit holder. PM AM manages alarm
programs for 28 cities in the state of Texas that only initiate billing for permitted locations in
excess of 3 false alarms over the preceding 12 months. FAMS invoices include the history of
all false alarms that were not charged to eliminate any confusion over the false alarm count.
27. System shall have the ability to issue notice(s) to non-permit holders with false
alarms.
FAMS traces all locations where an alarm was reported but the location was not permitted.
PM AM will send notices to these locations notifying them of the City’s requirement that all
alarm users must obtain permits, and listing all charges outlined by the Ordinance. A permit
application will be included in the mailing for the recipients’ convenience.
CAD integration, coupled
with additional APIs makes
key permit holder
information available to
dispatch and responding
officers... 24/7.

36
28. System shall have the ability to archive historical data.
FAMS provides the functionality to archive the data. However FAMS stores data so
efficiently that archiving is unnecessary. FAMS installations for the City of Houston have
stored 8 years’ worth of information and similarly, City of Richardson, TX has 12 years’ of
data. As in all other client instances FAMS functions accurately and produces results so
quickly that the need to archive has not been felt. PM AM suggests that keeping this
information available for real time access is more valuable.
PM AM conducted a benchmark report just before this RFP and the results are attached in
Appendix A.
29. System shall have the ability to accept/establish temporary account numbers for non-
permit holders who have incurred false alarm charges.
While the City alarm ordinance mandates that locations need to be permitted in order for
police to respond, exceptions exist when panic calls are received, and when a person at the
location calls the police emergency center directly.
FAMS allocates a temporary permit account number to these locations that can be
converted into a valid permit number when location owner pays all previous fines, provides
filled permit application, and is found to be compliant with all other provisions of the
ordinance.
30. System shall have the ability to transfer a temporary account number’s charges to a
permanent account (permit) number.
FAMS has a process that will register the details of such locations like address and all
alarms and allocates a temporary permit number. This temporary number can potentially be
converted into a valid permit number when location owner pays all previous fines, submits a
completed permit application and is found to be in compliance of all other provisions of the
City ordinance.
31. System shall have the ability to process permit applications, issue permit and notify
the customer of the application outcome within 1 business day.
Processing applications and issuing permits in a timely manner is critical to Dallas because
of its “no permit, no police dispatch” policy for burglar alarms. PM AM follows a strict timeline
for processing all paper transactions like permit applications, payments and other
correspondence. All mail received in the lockbox is processed within 1 business day. PM
AM manages similar cities like Houston and Denver that also have the same mandate to
process applications within 24 hours. PM AM has been serving these needs successfully for
the past 7-8 years. Additionally, applications submitted through the online self-service portal
are processed automatically by FAMS and applicants receive an email with a copy of the
approved permit or reasons the permit was denied within a few minutes.
32. System shall have the ability to revoke permits according to City’s Ordinance (26919).
As stated by the City of Dallas Ordinance # 26919 Section 15C-13, the Chief may revoke an
alarm permit for the following reasons:
a) False statement of material matter in the application for the alarm permit.

37
b) The permit holder has failed to pay the false alarm service fee within 90 days of the
invoice date or has failed to establish a payment plan.
c) The permit holder has failed to comply with the terms of the payment plan.
d) The permitted alarm system has had eight or more false alarm notifications within
the preceding 12-month period.
FAMS is easily configured to adapt its automation rules to the ordinance specifications so
that the permits are automatically revoked following the 8th
false alarm occurrence within the
preceding 12 month period. Supporting notes are posted in the permit history along with the
reasons for revocation so the information is immediately available to police and city
personnel as well as the permit holder. This history will remain stored in the FAMS database
for the entire life of the permit.
Functional Requirements At a Glance
In the Functional Requirements section, PM AM has covered permitting, permit renewal,
address validation, false alarm invoicing, security alarm company web portal, and permit holder
portal. To provide a more comprehensive view, in this section, PM AM will provide more
detailed information on some of the processes outlined above in the context of how they actually
take place.
Alarm Permitting At a Glance
Under the City of Dallas’s Ordinance # 26919, Chapter 15-C, Article I, residential, commercial
locations and apartment complexes operating alarms are required to register and pay an annual
fee for the alarm permit.
FAMS is a 100% web-based solution that maintains the alarm permit database and updates it in
real time. Citizens, businesses, and alarm companies have the option to apply online or use a
traditional paper application for permit registration. Rules built into FAMS can review the
applicant information and approve or deny the permit application based on the criteria provided
in City Ordinance 26919. Approved applicants will automatically have a permit with a unique
account number assigned and provided to them by email. Likewise, denied applicants will
receive a denial notice providing the specific reasons the application was declined within 1
business day. FAMS will work with alarm companies and users for permit registrations, while
maintaining the current numbering system that the City of Dallas uses.
PM AM’s FAMS Customer Support Staff is available Monday through Friday from 8:30am-
5:30pm to guide callers through the permit application process. Prior to launching FAMS to the
public, a PM AM Document Specialist will review the existing alarm permit registration form and
work with the City of Dallas’ Alarm Administrator to produce a form that incorporates the
requirements of the City’s ordinance and the best practices that PM AM suggests., This results
in City officials having accurate and complete information about the permit location, readily
available to dispatch, police officers, the Alarm Administrator, and PM AM Customer Care
representatives.
PM AM’s proven Citizen portal strives to create a safe, transparent, and risk free environment to
the community. A video demonstration is available to customers immediately upon logging onto
the city’s website, providing step-by-step instructions to complete the permit application. With

38
this guide, customers can be confident in completing the application quickly and without issue.
In just a few minutes, the permit is generated with a unique permit number, and a copy of the
permit is emailed to them. PM AM has invested a great deal of time, money, and resources
into perfecting these processes, which ensure that all information is cross referenced, verified,
and 100% accurate. By referencing city databases like GIS, utilities, etc., PM AM is able to
verify the accuracy of information provided. Partner cities have consistently shared positive
feedback about the intuitiveness and seamless experience using the Citizen portal.
Once a permit is registered in FAMS database, citizens can immediately access a copy online
or through email. All subsequent alarms that occur at the permit location are assigned to the
permit, and both City staff and PM AM staff are able to see the permit type (Residential,
Commercial, Multifamily, or Exempt), permit status, invoices, payments, and all past incidents.
Complete information regarding the original registration date, renewal date, date of each false
alarm and incident count, and historical information on permit issuance, suspension, and
reinstatement are maintained by FAMS. Citizens, the City Alarm Administrator, and PM AM
Customer Care representatives all have access to review permit information, along with the
ability to maintain the key holder information through FAMS administrative and citizen portal.
City officials and program administrators can access the 100% web-based software as a service
in the browser of any web-connected device.
City of Dallas officials, including the alarm administrator, will have full privileges and complete
access, including the ability to make changes and updates like a customer’s billing address,
name and phone number of emergency contacts, any special or medical conditions that may be
present, etc.
Permit Renewals At a Glance
PM AM’s FAMS has a business rules-based, automatic billing process that eliminates errors and
provides accurate information. The Customer Service Billing Specialist executes several reports
to ensure that all permit renewal notifications have been processed. FAMS has detailed and well
defined processes to generate notices, invoices, and electronic notifications to residences and
businesses on the City of Dallas letterhead. All content for invoices, correspondence, and other
notifications is approved by the City during the implementation phase. FAMS permitting and
permit renewal processes include:
 Any permit that is set to expire during the upcoming month will automatically receive a
renewal invoice, providing permit holders plenty of time to ensure that they remain
compliant with the City of Dallas Ordinance 26919.
 Non-compliant notices and permit applications are sent to all alarmed locations that do
not currently have a valid permit but have reported false alarm incidents. By applying for
a permit, not only will citizens become compliant, but the City of Dallas receives
additional revenue, along with up to date key holder information for dispatch and police
officers.
 If residents and businesses do not register their alarm systems after receiving a non-
compliance notice, FAMS provides a report so that PM AM can engage these customers
via phone or email.

39
 City users can search for permit information using various options, including, but not
limited to, permit holder name, address, invoice number, phone number, and permit
type.
Continually Updated Permitting Renewal Payment Information
PM AM provides citizens an opportunity to update the responsible party and key holder
information in real time through the citizen portal or by informing PM AM by phone or mail. This
results in accurate, updated details always available to responding police officers.
False Alarm invoicing At a Glance
FAMS is an adaptable, web-based solution, which makes it possible to modify alarm ordinance
details to reflect changes as needed. This allows the City to revise its ordinance from time to
time without the concern over whether PM AM would be able to incorporate the updates.
Based on this customizable solution, FAMS utilizes data to catalogue all fees, including billable
false alarm charges, and the total fines for each location during the permit year. By maintaining
the table of incident criteria, FAMS generates notifications and invoices to inform citizens of any
violations of the alarm ordinance, and the system allows for the waiver of registration or other
civil penalties for exempt locations. The City can determine when and how the frequently of
invoices should be generated, and these invoices provide the citizens with the detailed history of
false alarms and fines for their location. This allows them to cross reference the information on
the invoice with the City ordinance requirements.
The transparent availability of all this information gives citizens the confidence in the alarm
program to pay their invoices on time.
FAMS uses a thorough process to meet billing objectives by using several reports in order to
ensure accuracy so that bills are correct and mailed in a timely manner. As the invoices are
created in bulk, the information is automatically updated on permit accounts.
All correspondence sent to permit holders is customized and provided to the City for approval
during the implementation phase. Invoices, notices and envelopes are designed to look
consistent with the City’s logo and letterhead and all stationary expenses are paid by PM AM.
PM AM’s mailing address and toll-free number for customer support are clearly shown on all
correspondence, and all invoices include remittance slips for citizens to send with their
payments. These payments are posted to the alarm user’s account within 24 hours.
If a customer’s check is returned by the bank due to insufficient funds, PM AM staff creates an
additional NSF invoice, and an updated invoice with this and all previous outstanding charges to
the permit holder.
By using the City of Dallas’s ordinance business rules, FAMS will notify customers of excessive
false alarms, upcoming suspensions, revocations, appeals process, etc. Similar rules are
already incorporated into FAMS for other municipalities. FAMS can also track organizations that
have filed for Chapter 11 status and prevent these organizations from being billed.

40
FAMS non-compliant reporting processes identify alarm users who have caused false alarms
but have no valid permit on file. With this information, the PM AM Customer Care Team can
engage these citizens through letters, invoices, and courtesy phone calls to ensure that they
can pay any outstanding charges.
Adjustments
Any adjustments that City officials deem necessary can be easily processed with FAMS. For
example, if an alarm was disposed as false, but later determined to be true, FAMS provides the
ability to update the alarm disposition. By making these adjustments, the number of false alarms
on an account is updated, along with the amount owed after the adjustment. With this process,
alarm registration or civil penalties can be waived for exempt locations, and citations can be
transferred from one location to another if the original incident was charged to an incorrect
address.
GIS Address Validation At a Glance
All addresses that are entered into FAMS are verified with the City’s CAD or GIS database
before a permit is created.
PM AM validates the location address against the CAD or GIS database in multiple ways. PM
AM has built interfaces for the City of Houston and City and County of Denver which allow
address validation to take place in real-time with the City’s database. Additionally, PM AM can
store and maintain the city’s CAD or GIS database which can be updated as frequently as
necessary.
With this thorough and detailed validation process, PM AM ensures that the permitting and
alarm management service is only offered to City residents. PM AM is the only industry player
who has been successful in eliminating the problem for the residents who do not live in the city
limits but apply for a permit. This prevents future problems for the city by preventing residents
from receiving a permit for a location outside of the City’s jurisdiction that would not receive
police response to an alarm. PM AM is committed to ensuring 100% accuracy in information
with complete transparency and full access to City officials.
Security Companies Self-Service Web Portal At a Glance
PM AM understands the importance of engaging security companies and has invested
significant research and resources to create a self-service web portal especially for them. The
Security Company portal is 100% web-based and has several rich features that allow security
companies to engage and do the following:
 Compliance –security companies can check their customer list to help ensure all of
their alarm customers are compliant with the city ordinance.
 Identifying Non-Compliance – PM AM also requests that security companies
upload their alarm customer lists to this portal, so FAMS can proactively identify non-
compliant alarm users and educate them about the permitting process. PM AM also
makes educational resources available to the alarm service providers via the
Security Company web portal.

41
 Reduction of False Alarms – PM AM will provide security companies with a list of
the City of Dallas’s high alarm violators. This provides an opportunity for the alarm
companies to perform maintenance on faulty equipment that may be causing false
alarms.
 Self-service Capability – The self-service portal has several reports so the alarm
security companies can check their customer’s compliance.
PM AM maintains a complete database of alarm companies, including:
 The assigned code number
 Name, address, and phone number of the business
 Name and phone number of the manager of the alarm company.
The Security Company portal is a significant effort that PM AM has undertaken to ensure that
security companies and their customers comply with the applicable alarm laws. The results
show that this effort has helped reduce noncompliance and false alarms by using security
company resources.

42
Permit Holder Portal With Multiple Permits
FAMS has an integrated portal that allows business entities with multiple locations to access all
of their permit information in one place. The portal enables them to view alarm history and
outstanding invoices for multiple locations on a single screen, batch pay invoices and update
information. This FAMS portal provides a complete solution for businesses that utilize a central
accounts payable department. With cross-reference capabilities, the accounts payable team
can link all of their locations under one login, allowing them to view and pay any current or new
invoices in an easily and conveniently.
Citizen Self Service Web Portal
In 2016, it has become a societal expectation to have online support available at any time, day
or night through a computer or mobile device. PM AM’s FAMS has established a secure web
portal for citizens to complete alarm registration, renewal, and online payments with 24 hour, 7
days a week availability. The portal can be customized to provide a seamless experience with
the City’s website. The Citizen portal will be accessible by a link on the City’s website, and it will
include a link to the City of Dallas home page and any other links designated by the city.
The City of Dallas citizen web portal will provide the following:
:
 Citizens can apply for permits and pay online 24 hours a day, 7 days a week. By
using this option, your citizens can becomeAlarm Ordinance compliant in minutes
and will receive email notification once the payment is processed. Information is
posted to FAMS in real time, allowing first responders to immediately access the
alarm and permit information. Additionally, citizens can type and print applications
from the website.
 Citizens can log into FAMS secured area to review their False Alarm history, bills,
payments, and permit information at no cost. Most importantly, citizens can update
their contact information online, which provides first responders with the most
accurate information for each alarm location.
 With a safe, secure, and user-friendly option, citizens can routinely pay their renewal
or false alarm charges from the comfort of their homes. FAMS Citizen portal is
secured through a 256-bit encryption and PCI compliant.
 Citizens can view educational information to assist in false alarm reduction, and may
also complete the alarm awareness class.
 Citizens can also find information relating to the City’s alarm ordinance, and have the
option to download the complete ordinance for review.
PM AM has been recognized as unmatched by other False Alarm Management service
providers at creating excellent user experiences in each of PM AM’s cities’ custom-designed
citizen portals. Immediately upon logging in, citizens can click on highly visible “demo” buttons

43
that initiate a video guide that walks them through how to apply for a permit, or pay
outstanding fines.
These video demonstrations make it easy for citizens to quickly learn and apply for their
permit, view and pay pending invoices, change contact details, view their permit, and review
their false alarm history. Six years ago, PM AM launched this initiative and became the first in
the False Alarm Management industry to create such a unique and user-friendly experience.
Over time, others have begun offering similar services.
PM AM’s implementation team uses creative designs to make each portal unique for each
partner city or county and thematically consistent with the city’s website. The web portal is
encrypted and secure to ensure safety for its users and information submitted and is accessed
through a link at the City’s website. All payments processed are PCI compliant.
Mobile Strategy
PM AM provides a lot of the same functionality through mobile applications for iOS and Android
devices. Currently the FAMS apps for iOS and Android enable users to log into the Citizen
portal to read the City’s False Alarm Ordinance, make payments, view and update their permit
information for permit holder, billing,
and on-site emergency contacts.
They can also access a variety of
education materials to help them
prevent future false alarms.
Easily make payments on
mobile devices…

44
REPORT REQUIREMENTS
The Service Provider’s system shall generate the following reports, including,
but not limited to:
1. New alarm permits issued and fees collected by type of property
(commercial/residential)
FAMS has a report that will list all new permits and associated fees that are
submitted in a month or in a user-specified date range. This report can further
break down fees into those collected for commercial vs. multifamily vs.
residential properties.
2. Annual permit renewals invoiced and fees collected.
FAMS provides a report listing all permits that are renewed in a month or
given date range. The online, real time aspect of FAMS enables city officials
to view all permit renewal transactions completed by PM AM customer care
staff as they happen.
3. Permits revoked and reason for revocation.
FAMS provides a report listing all permits that are revoked with the reason for
revocation.
4. Permits reactivated and reason for reactivation.
A FAMS report will list all permit locations that have been reactivated with the
reason for reactivation. Because FAMS is 100% web-based, these statuses
are updated and available to the police dispatch center in real time.
5. Number of false burglar alarms.
FAMS provides a report listing the number of false burglar alarms and any
associated fees that were invoiced and collected. This report allows
information to be viewed at summary level as well as transaction level.
6. Number of false burglar alarms invoiced and fees collected.
FAMS provides detailed reports on false burglar alarms invoiced and the
corresponding payment received at a transactional level.
7. Listing of Permits by beat.
FAMS provides a report listing all permits by district
or beat.
8. False alarms by permit holder.
PM AM is the industry
pioneer in reporting and
analytics.

45
A FAMS report will list all false alarms that have happened at permitted
locations.
9. False alarms by non-permit holder.
A FAMS report will list all false alarms that have happened at locations that
do not have permits.
10. Revocation report by permit holder after eight false alarms at the same
location.
A FAMS report will list all locations that have 8 or more alarms within the
preceding 12 month period. As noted under Functional Requirements, these
permits will have been automatically revoked with notice sent out to the
permit holder.
11. Revocation report by permit holder for outstanding fee at the same
location.
A FAMS report will list all locations where a permit has been revoked due to
non-payment of outstanding charges.
12. Exception listing of permits/non-permits which has exceeded
established limitations.
A FAMS report can be generated to show all locations (permitted or not), that
have exceeded the limitations set for false alarm counts and/or unpaid
balances.
13. Listing of permits by:
FAMS provides a report listing permits that can be sorted and filtered by:
a) Alarm company
b) Permit number
c) Site address
d) Business / Owner name
e) Police Reporting District
14. Listing of permit counts in all categories.
A FAMS report will list permit count in all categories specified by the City.
FAMS also presents data in the form of pie charts, bar charts, score cards
and dashboards.
15. Listing of outstanding charges by permit.
A FAMS report will list all permits that have outstanding changes. This report
can be executed in many ways to aid with data interpretation.
16. Monthly Alarm company roster.
A FAMS report will serve as the monthly Alarm Company roster.
Introduced dashboards &
scorecards to the industry.

46
17. An incident exception report generated during daily incident update
process City’s CAD.
FAMS will generate a daily exception report that details any discrepancies
in data exchanged between FAMS and CAD so that PM AM’s customer
support data entry staff can work with the City to ensure the correct
information is updated in each system.
18. Daily and monthly activity reports:
FAMS provides the ability to generate the following daily and monthly reports:
a) New permits
b) Renewal notices
c) Second notices
d) Account invoicing
e) Incidents processed
19. Monthly A/R report (Excel,Access, or Adobe) format:
a) Amount invoiced by call signal
b) Amount collected by permit type and call signal
A FAMS report will list all payments that have been received identifying the
accounts credited with the funds received. As a Microsoft Gold Certified
partner, PM AM’s team of software developers excels at creating reports and
tools compatible with all programs in the Microsoft Office Suite. In particular,
these capabilities correspond well with the City of Dallas’s need to view and
manipulate data in Excel or PDF formats. A/R Reports will be configured to
include amounts invoiced by call signal and amounts collected by permit type
and call signal.
20. Fiscal year (Oct – Sept)Accounts Receivable aging report bypermit
type.
The fiscal year (Oct-Sept) aging report will show a breakdown of balances
less than 30 days past due, 30 days past due, 60 days past due, 90 days
past due, 120 days past due, and greater than 120 days past due.
Additionally, the report will have drillable links to show increasingly detailed
data at the summary and transactional levels available for city officials to view
through the Admin portal.
Additional Format Support
The FAMS A/R report can be made available in many formats Microsoft
SQL Server, Oracle database, Access, proprietary systems, text delimited
files like CSV or Microsoft Excel files.

47
21. Ability to provide reports in both alpha and permit/account number
order.
FAMS reports can be sorted alphabetically, numerically, and based on a
variety of other criteria.
22. Additional on-demand reports as required by City.
PM AM’s philosophy for software development and City satisfaction is to react
to new needs as they arise, creating solutions its customers request with
speed and precision. In the event that reporting needs arise that are not part
of the existing FAMS architecture, PM AM proposes to create such reporting
capabilities on an as needed basis at no additional cost to the City.
Reporting At a Glance
FAMS offers more than 100 reports to the City of Dallas Police Department, alarm
administrator, and other officials, which are available 24 hours a day, 7 days a week, and
provide accurate information on a real time basis. Most of these reports have the option
to export the results in either PDF or Microsoft Excel formats, and they can be
customized with multiple parameters, such as date ranges, permit status, etc. These
detailed reports are available at no extra cost.
Through this unique, transparent, and detailed reporting process, PM AM can provide all
records and statements that the City may need for auditing purposes. It also allows PM
AM to provide a proactive approach for regular reviews by the City of Dallas. With the
transparency in reporting, PM AM and the City can work together to discuss issues such
as quality, customer service, business issues, problem solving, and future planning on
an ongoing basis.
Dashboards and Analytics Reports
PM AM FAMS is a unique and forward-thinking alarm management solution that
provides city decision makers with real-time information. City officials can monitor
permits, false alarms, billing, and collection details at any time through statistical and
analytical dashboards, many of which utilize a drill-down technique from the FAMS user
interface, allowing users to view the details they need when they need them.

48
FINANCIAL AND COLLECTION REQUIREMENTS
1. Service Provider shall comply with the Fair Debt Collection Practices Act,
and all other state and federal laws.
PM AM Customer Care and Collections representatives are rigorously trained to
communicate honestly, courteously and transparently as required by the Fair Debt
Collection Practices Act and other state and federal laws. All invoices and
communication shall clearly communicate that PM AM is collecting a debt on behalf
of the Dallas Police Department, and shall include factual details that reasonably
support the validity of the debt.
In the event a person or organization engages an attorney or notifies PM AM that he
or she refuses or is incapable of paying the debt, PM AM shall cease communication
with the debtor immediately. If an attorney is engaged, PM AM will only attempt to
collect through communications with the attorney as required by the Fair Debt
Collection Practices Act. At no point will any PM AM employee mislead, threaten, or
harass the debtor in efforts to collect.
PM AM is able to successfully collect 90%+ of fees assessed by taking an
informational approach. Collections representatives reach out in a friendly manner
with the intent to serve the invoice recipient, the City, and the Dallas Police
Department.
PM AM Collection Agents approach collections conversations with the assumption
that the failure to pay any invoiced fees was merely an oversight or
misunderstanding, and begin by educating the customer about the ordinance and
providing factual evidence from the alarm history, alarm disposition codes, and
officer comments to support the validity of the fees assessed.
In PM AM’s 12 years of experience, results have proven that the majority of
customers are amenable to paying balances due when provided with adequate
information to understand why they are being invoiced. Additionally, PM AM
supports these customers by providing them with educational materials to help them
make adjustments to minimize or eliminate false alarms.
2. Service Provider shall comply with the Federal Trade Commissions’ Red Flag
Rules, which implement Section 114 of the Fair and Accurate Credit
Transactions Act of 2003, as amended.
PM AM has reviewed the FTC’s compliance guide to the Red Flag Rules.
PM AM takes measures to help identify and prevent identity theft by making sure that
any personally identifying information can only be entered into the system on a
secured web page that encrypts the information for storage and retrieval by other
users who are also required to log in. Credit card transactions are processed
through Authorize.net and no credit card number, credit card expiration date, or CVV
code will ever be recorded and stored by PM AM.

RFP Response for False Alarm Management Services for City of Dallas

RFP Response for False Alarm Management Services for City of Dallas

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Ähnlich wie RFP Response for False Alarm Management Services for City of Dallas

Ähnlich wie RFP Response for False Alarm Management Services for City of Dallas (20)

Mehr von Betsy Elaine Gulinson

Mehr von Betsy Elaine Gulinson (20)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

RFP Response for False Alarm Management Services for City of Dallas