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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 service 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).Registration violation information; <br />c).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 mail <br />to registered owners; <br />4). Ensure that returned check notices are mailed by first class mail to individuals immediately <br />upon notification 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 date of the <br />original citation to the registered owner; <br />6). Ensure that partial Payment Notices are sent by first class mail 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 mail 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 Santa Ana — Automated Parking Citation and Processing Services (RFP 16-116) <br />Y,.. -- 4 C <br />