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(9) <br />CITY OF SANTA ANA <br />7. Administrative Hearings <br />a. Provide tracking and correspondence for all administrative hearing requests; <br />b. Vendor shall enter and maintain a database of all administrative hearing <br />requests, showing current status of each request. System must be integrated <br />with parking citation issuance and processing system. Ensure a result is <br />received for each correspondence; <br />c. Schedule Administrative hearings and forward schedule to the City; <br />d. Print and mail (by first class mail) customized hearing notification letters for the <br />City; <br />e. Respond to inquiries for the City and the public regarding date of hearing, <br />mailing date, location of hearing and directions to hearing location; <br />f. Re -send letters should room or date changes be necessary; <br />g. The Hearing Officer will forward results of Administrative Hearing to the City and <br />to the Vendor; <br />h. Letters regarding the results of Administrative Hearings will be mailed by the <br />Vendor; <br />i. When a refund is appropriate, the Vendor shall provide information to the City. <br />The City will issue the refund; <br />j. Provide monthly report of review results by citation number. <br />8. Payment Plan Administration <br />a. Provide and manage a payment plan to comply in accordance with Assembly <br />Bill No. 503 and business rules as defined by the City of Santa Ana <br />i. Review each request for an Indigent Payment Plan <br />ii. Approve or deny each request for an IPP based on the City's business rules <br />9. Payment Processing <br />a. Provide a separate Post Office Box for the City where payments, administrative <br />review correspondence, and other documents are to be mailed; <br />b. Provide mail pick-up from post office at least once per day; <br />c. Sort and batch all incoming mail by postmark date for payment posting; <br />d. Enter and process payments received within one (1) business day, including <br />opening all mail received, verifying payment amounts, updating computer <br />system, and making daily bank deposits in the City's designated bank account; <br />e. Conduct daily reconciliation of all payments entered with bank deposits; <br />f. Provide daily reporting of bank deposits made for the City; <br />g. File and store all source documents in an easily retrievable system; <br />h. Track rebilling on partial payments, checks returned for insufficient funds upon <br />notification from City, vehicle change of ownership, and leased vehicle information; <br />i. Provide for payment by credit card (Visa and MasterCard) and be capable of <br />securing authorization from the banking institution. Payments made by credit <br />card are to be immediately updated in the database in real time. Payments will <br />be made by automated telephone system; <br />j. The Vendor will have the ability to accept payments via the Internet. <br />10. City's Online Payments. <br />a. The vendor must also accept data from the City's cashiering system. Data would <br />be provided electronically on a daily basis. <br />RFP No. 21-128 AUTOMATED PARKING CITATION AND PROCESSING SERVICES Page 19 of 31 <br />