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(9) <br />CITY OF SANTA ANA <br />I. SUPPORT <br />1. Provide staff for all aspects of processing parking citations, including any changes <br />related to new Federal, State, or local legislation. Days and hours of operation shall be <br />consistent with normal office hours Monday — Friday unless otherwise approved. <br />2. Provide on -going support to the City to access and interface with the parking citation <br />database; <br />3. Vendor shall provide user's manual which includes step-by-step instructions for <br />accessing computer database information and a list and description of any and all <br />codes used in screens accessed by the issuing agency; <br />4. Provide technical support and troubleshooting assistance for any and all hardware and <br />software used by the City. Technical support and assistance must be available <br />between the hours of 7:00 a.m. and 6:00 p.m. Monday through Friday, except City <br />recognized holidays. <br />J. DATABASE BACKUP & OFF -SITE SECURITY <br />1. Ensure that all systems are backed up daily to ensure safety of data in the event of a <br />power outage or natural disaster; <br />2. Transfer and store off -site all backups of data for disaster recovery. <br />K. INTERAGENCY INTERCEPT PROGRAM (FRANCHISE TAX BOARD) <br />1. Vendor must be able to interface with the Interagency Intercept Program (FTB) for <br />collection of delinquent fees. <br />2. Vendor will send a FTB Notice to the Customer as required by the Interagency <br />Intercept Program; this notice will be sent via 1 st Class Mail and will be sent at no cost <br />to the city <br />3. All notices are attached to the citation online and are viewable via the web <br />L. CONTRACT REQUIREMENTS <br />1. No portion of the contract shall be permitted to be subcontracted to another private or <br />public agency without express written approval from the City. Vendors must disclose <br />the nature of work being subcontracted and the name of the private or public agency; <br />2. All processing functions performed shall be completed within two business days after <br />receipt from the agency; <br />3. The Vendor shall comply with all requirements of the State of California Vehicle Code <br />(CVC) in regard to processing and adjudication of citation records sent by the City; <br />4. The Vendor shall be required to send notices to lessees of cited vehicles when <br />provided with the information provided on "Certificate of Non -Ownership"; <br />5. The Vendor shall provide necessary on -site training and support for City staff to <br />retrieve information stored in the computer system; <br />RFP No. 21-128 AUTOMATED PARKING CITATION AND PROCESSING SERVICES Page 22 of 31 <br />