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(9) CITY OF SANTA ANA <br />C. CORRESPONDENCE PROCESSING <br />1. All correspondence shall be processed within two (2) business days from date of <br />receipt; <br />2. Obtain approval from the City on all standard forms, notices of delinquent violation, <br />and correspondence. The Vendor must ensure that all forms conform to applicable <br />State and Federal laws. <br />3. Submit copies of standard forms, notices of delinquent violation, and other types of <br />standard correspondence with bid proposal. <br />D. REPORTING <br />1. The Vendor shall be responsible for providing regular daily, weekly and monthly <br />reports on demand to the issuing agency within three working days of the report being <br />requested. <br />2. Although other reports may be required, the vendor shall be capable, at a minimum, of <br />producing reports relating to scofflaws, open citations, bank deposits and citation <br />dispositions. The vendor must be capable of delivering these reports to the Police <br />Department on an agreed schedule. <br />3. The Vendor shall provide duplicate or replacement reports at no additional cost to the <br />city. <br />4. Copies of citation abstracts shall be provided to violators at no cost upon request. <br />5. The following Vendor reports are required monthly; Repeat offender list (5 or more), <br />citation analysis by officer, citation analysis by violation, citation status report, out of <br />state status, out of state revenue, hot sheet, distribution revenue summary, violation <br />statistics, violation analysis by officer, detail citation report by officer, monthly citation <br />statistics, yearly statistics of issuance, citation summary report, bail payment summary <br />report, DMV citation cleared with bail (collected), DMV citations cleared without bail <br />(not collected), DMV registration hold listing, Refunds report. Provide an online report <br />generation capability; <br />6. Provide weekly license plate number to citation number cross reference reports sorted <br />by license and citation. Provide additional reports monthly as may be needed by <br />management or auditors; <br />7. Submit a sample of the standard reports used with bid proposal. <br />8. Able to work with the Agency to design reports upon need and provide it to the Agency <br />at no cost. <br />E. TOLL -FREE TELEPHONE SERVICE <br />1. Provide a toll -free telephone number for inquiries and credit card payments; <br />2. Operate the toll -free telephone service 24 hours a day, seven days a week, 365 days <br />per year, for the 50 states, Canada, and Mexico; <br />3. Ensure that customer service representatives are available to provide instructions and <br />information on general parking policies, procedures and administrative adjudication <br />procedures for the City. At least one customer service representative shall be available <br />for Spanish translation during regular business hours Monday through Friday. <br />RFP No. 21-128 AUTOMATED PARKING CITATION AND PROCESSING SERVICES Page 20 of 31 <br />