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<br />available for inspection or audit by City at CONSULTANT's business location during regular <br />working hours. <br /> <br />2.0 PAYMENT PROCESSING <br /> <br />2.1 Payment Processing. CONSULTANT shall be responsible for receiving and processing <br />citation payments submitted by violators. CONSULTANT shall deposit all payments received <br />directly by CONSULTANT, and any payments forwarded by City, within 48 hours (working <br />days) after receipt into an account controlled by the CITY. For citation payments which may be <br />submitted directly to the City, the City may either forward such payments to CONSULTANT for <br />processing and deposit, or accept such payments and input directly to the CONSULTANT <br />system. <br /> <br />2.2 Deposits. CONSULTANT will provide a daily update to the City with deposit information; <br />including but not limited to: date of deposit, amount of deposit, name of bank and account <br />number. <br /> <br />2.3 Credit Card Payments. CONSULTANT shall provide the opportunity for violators to pay <br />citations by credit card, both over the telephone and the Internet. In addition to the citation <br />amount and any applicable surcharges, a violator making payment by credit card shall also be <br />charged an additional convenience fee of $3.95 retained by CONSULTANT. CONSULTANT <br />shall provide this service at no charge to City. <br /> <br />2.4 Revenue Reporting. CONSULTANT shall forward to City revenue reports to reconcile the <br />deposit records for each month. Such reports must also disclose the percentage-based fee <br />charged by CONSULTANT for processing citations issued for vehicles registered outside <br />California, as further described in Section 5.1. <br /> <br />3.0 CUSTOMER SERVICE <br /> <br />CONSULTANT will respond to all inquires and complaints by violators regarding the status or <br />disposition of citations. CONSULTANT will provide assistance whenever possible to violators <br />for all inquiries. CONSULTANT shall provide a toll free telephone number for California and <br />out-of-state violators to call for assistance. CONSULTANT shall provide an Interactive Voice <br />Response System for use by violators 24 hours per day, 7 days per week. CONSULTANT shall <br />provide live customer service for violators from 8:00 AM to 5:00 PM daily, excluding weekends <br />and CONSULTANT holidays. <br /> <br />3.1 On-Line Inquiry <br /> <br />CONSULTANT will provide to the CITY on-line remote access that will include the following: <br />a. All citation information/history and processing status, <br />c. Current status of the citation, DMV inquiry, hold, and release information, <br />d. Delinquent notice information, due date, mailing date, <br />e. Administrative review, hearing appeals and disposition information, <br />f. Payment information, including all date, amounts and payment codes, and <br /> <br />10 <br />