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year, for the 50 states, Canada, and Mexico; <br />3), Ensure that customer service representatives are available to provide instructions and <br />Information on general parking policies, procedures and administrative adjudication procedures <br />for the City. At least one customer servlce representative shall be available for Spanish <br />translation during regular business hours Monday through Friday. <br />H. Automated Voice Response System <br />1). Provide a customized recorded voice response system in English and Spanish to convey <br />Information on: <br />a). How to pay and contest violations; <br />b).Registratlon violation information; <br />o),Mail address Information; <br />d). Ensure that the automated telephone system Is capable of receiving a minimum of <br />500 Incoming calls per month. Planned downtime must be between midnight and 4 <br />a. m.; <br />Custom Notices and Letters <br />1). The Vendor shall provide at no extra cost: The necessary postage, correspondence and <br />stock forms to meet all applicable State and local laws and regulations for citation processing <br />and adjudication, <br />2). Vendor will provide samples of mailing and return envelopes with proposal; <br />3). Ensure that Delinquent Notices are generated at least one business day prior to becoming <br />delinquent. Delinquent Notices generated will be mailed at least once a week by first class mall <br />to registered owners; <br />4). Ensure that returned check notices are mailed by first class mail to individuals immediately <br />upon notlfioation from the City that a check has been returned for non - payment, The notices will <br />state the amount of original penalty, delinquent amount, and the appropriate returned check fee; <br />5). Ensure that Drive Away Notices are mailed by first class mall to registered owners of <br />vehicles that drive away from the officer at citation Issuance time as required by the <br />California Vehicle Code. Notices must be mailed no later than 15 days from the data of the <br />original citation to the registered owner; <br />6). Ensure that partial Payment Notices are sent by first class mall to those who do not pay the <br />full penalty amount. The notice should indicate the amount that was paid and the balance that <br />Is due; <br />7). Communicate with violators in a timely manner by mall In response to correspondence such <br />as incomplete registration, citation, or payment information. <br />J. Online Inquiry Access <br />1). Design and Implement an online Inquiry system to allow access to the citation database by <br />designated City employees; <br />2).The on -line inquiry system must provide real time access to all citation Information including <br />registered owner Information, payment information, and administrative adjudication history, <br />K. Support <br />1). Provide staff for all aspects of processing parking citations, Including any changes related to <br />new Federal, State, or local legislation, Days and hours of operation shall be consistent with <br />normal office hours Monday — Friday unless otherwise approved. <br />2). Provide on -going support to the City to access and interface with the parking citation <br />database; <br />3). Vendor shall provide user's manual which includes step -by -step Instructions for accessing <br />computer database information and a list and description of any and all codes used In <br />screens accessed by the issuing agency; <br />4). Provide technical support and troubleshooting assistance for any and all hardware and <br />software used by the City. Technical support and assistance must be available between <br />City of Sartfa Ana — Automated Parl <ing Clfallon and Processlny Servlees (RFP 16 -116) <br />ZSG-17 <br />