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(2) <br />CITY OF SANTA ANA <br />F. AUTOMATED VOICE RESPONSE SYSTEM <br />Provide a customized recorded voice response system in English and Spanish to <br />convey information on: <br />a. How to pay and contest violations; <br />b. Registration violation information; <br />c. Mail address information; <br />d. Ensure that the automated telephone system is capable of receiving a minimum <br />of 500 incoming calls per month. Planned downtime must be between midnight <br />and 4 a.m.; <br />G. CUSTOM NOTICES AND LETTERS <br />1. The Vendor shall provide at no extra cost: The necessary postage, correspondence <br />and stock forms to meet all applicable State and local laws and regulations for citation <br />processing and adjudication. <br />2. Vendor will provide samples of mailing and return envelopes with proposal; <br />3. Ensure that Delinquent Notices are generated at least one business day prior to <br />becoming delinquent. Delinquent Notices generated will be mailed at least once a <br />week by first class mail to registered owners; <br />4. Ensure that returned check notices are mailed by first class mail to individuals <br />immediately upon notification from the City that a check has been returned for non- <br />payment. The notices will state the amount of original penalty, delinquent amount, and <br />the appropriate returned check fee; <br />5. Ensure that Drive Away Notices (fled letters) are mailed by first class mail to registered <br />owners of vehicles that drive away from the officer at citation issuance time as required <br />by the California Vehicle Code. Notices must be mailed no later than 15 days from the <br />date of the original citation to the registered owner; <br />6. Ensure that partial Payment Notices are sent by first class mail to those who do not <br />pay the full penalty amount. The notice should indicate the amount that was paid and <br />the balance that is due; <br />7. Communicate with violators in a timely manner by mail in response to correspondence <br />such as incomplete registration, citation, or payment information. <br />8. Issue letters of correction <br />9. Issue automated mismatched letters of correction as the mismatch occurs. <br />H. ONLINE INQUIRY ACCESS <br />1. Design and implement an online inquiry system to allow access to the citation <br />database by designated City employees; <br />2. The on-line inquiry system must provide real time access to all citation information <br />including registered owner information, payment information, and administrative <br />adjudication history. <br />RFP No. 21-128 AUTOMATED PARKING CITATION AND PROCESSING SERVICES Page 21 of 31 <br />