The overall workflow is:

• A user creates a provider record/license record.

• User creates permits for provider and specifies the quantity of units and location

• User creates Bonds, Insurances records

• Monthly Trip fees are generated, Impound fees are created (if applicable)

• An invoice is created, the user adds Invoice Items to generate the line items for the invoice

• User sends invoice to providers

• Provider pays invoice

• SMS team user updates invoice and tracks payment dates

1. Navigate to the Portal page, go to Get Started button

2. Review the application requirements, when ready click --> Start Application button at the bottom of the page

3. Fill out the application fields

Use the Application Type drop-down field to select your application type.

• New: Never submitted application before

• Renewal: Have a current license that is set to expire

4. Use the Type of Device drop-down to select the device you'd like to license.

5. Use the Permit Term drop-down to select the term you'd like to be licensed for

6. Enter the Permit Year, entering a four digit year (ex. 2022)

7. Click the + Create button to continue

Parent Company section

1. Fill out Parent Company fields:

• Business Name - Name of the business

• Business Structure - Explain the type of business structure

• Parent Address - Parent business address

2. Click Save & Continue to Business Information

Business Information section

1. Fill out Business Information fields:

• Company Name - Should show your company's name

• Business Name/DBA - The business alias, doing business as

• Sales Tax Number - Sales tax number issued to your business

2. Click Save & Continue to Past Performance

Past Performance section

1. Fill out Past Performance fields:

• Have you held a permit issued by the City of Austin and/or any adjacent cities or counties that has been revoked?

• Has your company been fined or had property impounded by the City of Austin and/or any adjacent cities or counties?

• Acknowledgement of Outstanding fees & fines - acknowledgment that you don't have any outstanding fees/fines owned to the City of Austin and/or any other cities or counties.

2. Click Save & Continue to Fleet Information

Fleet Information section

1. Fill out Fleet Information fields:

• Fleet Size - How many devices are in your fleet?

• Fleet Type - Select the type of device your fleet is

2. Click Save & Continue to Required Attachments

1. Navigate to My Assignments

• Open the Parking Enterprise Portal (PEP) and go to the My Assignments section

2. Initiate a New Service Request

• Click button

• Select + New SR | Micro-modal button

3. Photo Attachment Required

4. Add a Photo

• Click on "+" icon under Image column

• Activate camera to take a photo or select photo gallery to add a photo

• To add more than one photo click the Add Photo(s) button on the top left of the page

5. Submit and Save

• Click Submit to proceed

• Click Save and Continue to finalize the submission

6. Complete the Form

Fill out the form fields:

• Add Address: Enter the location

• Select Provider Name: Choose from the dropdown menu

  • Bird

7. Final Submission

• Click Submit to send the complete service request

8. Confirmation Message

After submission, you will see a confirmation message

9. Next Steps

• You can choose to create a or return back to

If you have an account, but never logged in

• Navigate to the page you need to "My Service Requests"

• Click Non-COA Sign-In button

• Click forgot? link

• Enter your Email Address into the field and click Submit

• The email will prompt you follow a link and create a password in the system

• You'll land on the Reset Password page

  • Enter Password

  • Enter Confirm Password

• Log in to the page you wish to access

  • Enter Email Address

  • Enter Password

If you don't have an account

If you have any questions or issues please email: transportation.data@austintexas.gov

1. Use the email to navigate to the your My Application page

2. You maybe be required to log into your account first, enter your

• Email Address

• Password

And click Sign In

3. Click on Details icon under "My Application" table, in the Details column

4. Review notification banner

5. Navigate to the "Required Documents" section to review the Review Comments from the TPW Shared Mobility staff reviewer.

6. Complete the action required

• Ex. re-upload a required document

7. Click the hyperlink above the table to learn more about how to attach files

• Click "remove" and Choose File to select a new attachment, select "Open"

• Click Submit to attach file

or

• Click inside the Attachment field cell

• When pop-up appears

• Drag file from folder into the pop-up window

8. Click Action Completed button to resubmit the application

9. Confirmation window will appear asking "Have you completed the customer action?"

10. Click the Yes button to submit

1. From the Home page: https://atd.knack.com/smo#home/

2. You can view provider license by clicking under My License tab

This page is specifically for the Providers (if/when they are granted access to the system)

They would be able to see:

• Bonds: What bonds they have and when they are expiring

• Insurances: What Insurances they have and when they are expiring

• Provider Contacts: Who is listed as the provider contact for the company

• Active Permits: Any permits that are in "Active" statuses

• Expired Permits: Any permits that are in an "Expired" status

You will receive an submission message stating that the updates will be reviewed.

Citizen Service Request workflow

1. Request Submission

Citizen submits request via Austin 311 app/phone/web

2. Request Routing

Request routed to Dockless mobility provider

3. Provider Action

Provider receives request via email and addresses request

4. Request Closure

Request updated and closed out

TPW Internal Service Request workflow:

1. Observation and Submission

Parking Enforcement Officer observes and issue and submits Micro-mobility Service Request request via Share Mobility Portal

2. Request Routing

Email sent to Dockless mobility provider

3. Provider Action

Provider receives request via email and addresses request

4. Request Closure

Provider updates request in Share Mobility Portal and service request is "Closed"

A license is tied to a provider account. This is where the license start and end period can be entered. These dates will be the primary start/end dates to the permits associated to the provider.

A provider can hold multiple permits. A permit must be issued if the provider is choosing to deploy devices in a different geographic area. If they decide to change the amount of devices and/or the geographic area a new permit must be issued.

Ex. 100 devices in DAPCZ

• the provider DOESN'T want to change the location or number of devices, than this permit can be renewed.

• the provider DOES want to change either the location or the number of devices, a new permit needs to be created

  • Provider wants to add 50 more units to a geographic area - 150 in DAPCZ

  • Provider wants to deploy 100 units in new zone, Zone 1 - 100 in Zone 1

Steps to Access Service Requests

1. Log into Shared Mobility Portal

Use your credentials to log in

2. Navigate to the Account Details

Go to the "Account Details" tab

3. View your Service Request

Click on "" to view all Service Requests assigned to your account.

Understanding the My Assigned Service Request Page

This page is specifically designed for providers and displays the status of Service Requests in three categories:

• New: Recently submitted Service Requests that have not yet been addressed

• In Progress: Service Requests currently being worked on. The status changes to "In Progress" when an activity, such as "Investigate Site," has been added

• Close (Resolved): Service Requests that have been completed. The status changes to "Closed (Resolved)" when activities like "Close Issue (Resolved)" or "Impound Device" have been recorded.

1. Navigate to the New SR | Micro-Modal form

2. To update or edit an active Service Request

3. Click My Submitted SRs

1. Under the My Submitted Service Requests | Created table

2. Find the Service Request to modify and click the Details icon (far left column)

3. Fill out the form fields:

• Select Impound Reason from drop down

  • ADA space/ ramp | ASAP

  • Neighborhoods – On private property | ASAP

1. Click Submit

After clicking Submit you will be returned to the page

1. Review the application details and attach all required documents prior to submission

2. Click on plus icon under Attachment column

3. Click the Attachment Instructions hyperlink above the table to learn more about how to attach files

• Click "remove" and Choose File to select a new attachment, select "Open"

• Click Submit to attach file

or

• Click inside the Attachment field cell

• When pop-up appears

• Drag file from folder into the pop-up window

4. Click Submit Application to verify you've met all attachment requirements

Email Confirmation Email

You will receive an submission email stating that application will be reviewed.

Received an email that looks similar to this?

The Micro-mobility Service Request module consists of the following features:

1. New Micro-modal SR form

A form to submit new service request

2. Reports | Service Request

Accessing reports on request volumes and resolution times

3. Advanced Search

Ability for users to find service requests various criteria

Module highlights

• Automated Email Notification

  • Submitting a Micro-mobility Service Request triggers an email notification to service providers

• Photo Management

1. Log into Shared Mobility Portal

2. Navigate to Account Details tab

3. Click My Service Requests to view provider Service Requests

• This page My Assigned Service Requests is specifically for Providers

1. Click the Details icon (far left column) to review Service Request information

2. Select Activity from drop down

• Investigate Site: have sent field crew to take action

• Contact Citizen: needed to contact a citizen

• Attach Image: Attaching image file format

1. Enter additional details in the Note field (optional, but recommended)

2. Click Submit