PHOENIX GROUP INFORMATION SYSTEMS 4 - 2008

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Proposal for Parkina Citation Services City of Santa Ana — November 5, 2008 2.23 Toll Free Telephone Violator Inquiry (IVR) PHOENIX GROUP will assist in responding to all inquires and initial complaints regarding the status or disposition of a citation. PHOENIX GROUP will provide assistance whenever possible to the violator for all inquiries. Assistance will be provided through our IVR system in both English and Spanish. PHOENIX GROUP provides a toll free 800 - telephone number for violators (California and out -of- state) to call for assistance. Telephone assistance is not available outside the United States. Telephone Response Inquires are provided with real -time inquiry capability and availability 2317. Our down time is after midnight and is down for approximately twenty minutes to one hour. Customer Service for Citizens is available from 8:00 - 5:00 daily, excluding weekends and holidays. Currently we have twelve (12) staff members, customer service operators that are bi- lingual and ready to serve the city and the community. Our Automated (Interactive) Voice Response System (IVR) is provided as real time response both in English and Spanish. The system will provide after hours assistance to callers inquiring about the citation, status, amount due, payment information, final date to contest the citation, etc., all using Agency specific information. Our IVR software was designed to allow our customers a unique toll free telephone number to allow our software to customize to CITY. For example, when the violator /caller dials the toll free telephone number the caller is greeted by: "Welcome to City of Santa Ana Citation Information Line" Followed by requesting the citation number or the license plate to proceed with providing information to the caller. The software was designed to also recognize the type of violation to add additional information for Equipment or Registration (sign -off) tickets. 41