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II Proposal for Parking Citation Services City of Santa Ana — November 5, 2008 <br />Additionally, the Automated Voice Response System will provide the capability to <br />receive credit card payments, Visa, Discover, Master Card, and AMX. <br />The system is currently handling between 20,000 - 25,000 calls per month. The system <br />has the capacity to increase lines as needed. Our telephone hardware is kept up to <br />date and was purchased with the ability to increase capacity. The bid request did not <br />specify the number of calls anticipated, but currently the workload is handling the calls <br />for CITY without the need to increase lines or hardware. Additionally all CSR's have <br />complete access to the Clients set up. To name a few, the set up includes, but is <br />not limited to the following: <br />Walk in payment location, <br />• Review and Hearing instructions, <br />• Referral telephone numbers, <br />• Access to all phone notes, <br />• Access to all current and past payments, <br />• Access to any promissory notes, citation extensions or partial payments. <br />2.24 Contested Citations and Tracking <br />Before any kind of formal review or hearing takes place, a citation may still be voided by <br />the issuing agency (as an over - the - counter process) or by the processing agency due to <br />error or correction. CITY may involve PHOENIX GROUP to assist in that process, or <br />limit the involvement in meeting the needs of the actual review and hearing procedures. <br />The system will provide accountability and history for every citation within this <br />process. Each occurrence of a suspended citation due to a review /hearing /trial <br />de novo, will be maintained with the status, date and reason code for the outcome <br />of each level. The tracking process is available for inquiry by CITY on -line <br />reflecting the current stage of the citation. Including the Name, notes provided by <br />the review /hearing officer, payment activity, and full reporting of the citations <br />heard. The tracking process will also indicate any previous administrative <br />activity and provide complete historical information on the citation or license <br />42 <br />