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CITY OF SANTA ANA 4. The telephone call proessing system shall be capable of responding to requests for service in English, Spanish, Korean, and Vietnmese. 5. Sufficient Customer Service Representatives (CSR) shall be available Monday-Friday, 8:OOam — 5:00 pm, P.S.T.; excluding holidays to accommodate the added volume of Santa Ana citation inquiries. 6. CSR's shall be capable of prodiving customer service to the public for resolving parking citation questions of a non-judicial nature and research specific citations data when necessary and provide instructions and information on general parking policies, procedures and administrative adjudication procedures for the City. 7. Vendor's staff, serving as CSR's, shall be fully trained in all informational aspects of parking citation processing and related information specific to Santa Ana. This staff shall have real-time acres to the parking citation datatabase(s). F. AUTOMATED VOICE RESPONSE SYSTEM 1. Provide a customized recorded voice response system in English, Spanish, Korean, and Vietnamese to convey information on: a. How to pay and contest violations; b. Registration violation information; c. Mail address information; d. The database must available 24 hours a day, 7 days a week. The automated telephone system shall be capable of receiving a minimum of 500 incoming calls per month. Scheduled system maintenance back-ups must be between midnight and 4 a.m. e. The automated voice response system must be capable of providing online data from the database when queried by citation number or license plate number. f. The automated voice response sytem must be capable of receiving payment via credit card with immediate authorization and posting capabilities. G. CUSTOM NOTICES AND LETTERS 1. The Vendor shall provide at no extra cost: The necessary postage, correspondence and stock forms to meet all applicable State and local laws and regulations for citation processing and adjudication. 2. Vendor will provide samples of mailing and return envelopes with proposal; 3. Ensure that Delinquent Notices are generated at least one business day prior to becoming delinquent. Delinquent Notices generated will be mailed at least once a week by first class mail to registered owners; 4. Ensure that returned check notices are mailed by first class mail to individuals immediately upon notification from the City that a check has been returned for non- payment. The notices will state the amount of original penalty, delinquent amount, and the appropriate returned check fee; 5. Ensure that Drive Away Notices (fled letters) are mailed by first class mail to registered owners of vehicles that drive away from the officer at citation issuance time as required by the California Vehicle Code. Notices must be mailed no later than 15 days from the date of the original citation to the registered owner; 6. Ensure that partial Payment Notices are sent by first class mail to those who do not pay the full penalty amount. The notice should indicate the amount that was paid and the balance that is due;