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CITY OF SANTA ANA 7. Communicate with violators in a timely manner by mail in response to correspondence such as incomplete registration, citation, or payment information. 8. Issue letters of correction 9. Issue automated mismatched letters of correction as the mismatch occurs. H. ONLINE INQUIRY ACCESS 1. Design and implement an online inquiry system to allow access to the citation database by designated City employees; 2. The on-line inquiry system must provide real time access to all citation information including registered owner information, payment information, and administrative adjudication history. I. SUPPORT 1. Provide staff for all aspects of processing parking citations, including any changes related to new Federal, State, or local legislation. Days and hours of operation shall be consistent with normal office hours Monday— Friday unless otherwise approved. 2. Provide on-going support to the City to access and interface with the parking citation database; 3. Vendor shall provide user's manual which includes step-by-step instructions for accessing computer database information and a list and description of any and all codes used in screens accessed by the issuing agency; 4. Provide technical support and troubleshooting assistance for any and all hardware and software used by the City. Technical support and assistance must be available between the hours of 7:00 a.m. and 6:00 p.m. Monday through Friday, except City recognized holidays. J. DATABASE BACKUP & OFF-SITE SECURITY 1. Ensure that all systems are backed up daily to ensure safety of data in the event of a power outage or natural disaster; 2. Transfer and store off-site all backups of data for disaster recovery. K. INTERAGENCY INTERCEPT PROGRAM (FRANCHISE TAX BOARD) 1. Vendor must be able to interface with the Interagency Intercept Program (FTB) for collection of delinquent fees. 2. Vendor will send a FTB Notice to the Customer as required by the Interagency Intercept Program; this notice will be sent via 1st Class Mail and will be sent at no cost to the city 3. All notices are attached to the citation online and are viewable via the web L. CONTRACT REQUIREMENTS 1. No portion of the contract shall be permitted to be subcontracted to another private or public agency without express written approval from the City. Vendors must disclose the nature of work being subcontracted and the name of the private or public agency; 2. All processing functions performed shall be completed within two business days after receipt from the agency;