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directly by CONSULTANT, and any payments forwarded by City, within 48 hours (2 working days) <br />after receipt into an account controlled by the CITY. For citation payments which may be submitted <br />directly to the City, the City may either forward such payments to CONSULTANT for processing <br />and deposit, or accept such payments and input directly to the CONSULTANT system. <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 number. <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 amount <br />and any applicable surcharges, a violator making payment by credit card shall also be charged an <br />additional convenience fee of S3.95 retained by CONSULTANT. CONSULTANT shall provide this <br />service at no charge to City. <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 charged by <br />CONSULTANT for processing citations issued for vehicles registered outside California, as further <br />described in Section 5.1. <br />2.5 Refunds. CONSULTANT has added the City of Santa Ana (CITY) to an Imprest account <br />set up for Refunds. The CITY funds the account for the purpose of funding the disbursements for <br />refunds. At such time that the fees are disbursed; the CITY is invoiced monthly for an equal <br />amount to replenish the funds to make available for the next months disbursements. The account <br />balance covers an average month of refunds. CONSULTANT will prepare a monthly accounting <br />of the distribution revenue and forward in detail to the CITY. <br />A request to refund the parking fine can be generated by the City or CONSULTANT. In order to <br />facilitate the process of refunding moneys: <br />1. CONSULTANT or CITY may request a refund. <br />2. Only the CITY may approve or authorize a refund, CONSULTANT will request approval <br />either by fax or email prior to any disbursement of funds. <br />3. CITY may request a refund on -line. CONSULTANT will maintain the name of the <br />requestor. <br />4. CONSULTANT will ensure that the Refund request has been properly completed and <br />approved by the CITY. <br />5. CONSULTANT shall verify the correctness of the refund and notify the CITY of any <br />discrepancies. <br />6. CONSULTANT shall prepare checks to each recipient, drawn from the Imprest account, for <br />the indicated refund amount within 7 -10 days. <br />7. On -line data available includes Refund Request initiated (date pending), complete date, <br />recipient's name and address, amount disbursed. <br />3.0 CUSTOMER SERVICE <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 />