Administrative Citation Processing Services

The Vendor is required to provide administrative citation processing services for include:
1. General information processing
•    Record all actions taken on correspondence within its official database in a timely and accurate manner.
•    Implement and maintain monitoring procedures to ensure all correspondence and payment activities are completed within required timelines.
•    Resolve customer complaints and inquiries and escalate or forward issues to the city when requested or required.
•    Conduct routine quality control reviews to ensure correspondence is processed accurately and within required timeframes.
•    Provide bonded courier services for the pickup and delivery of batched citations, correspondence, and reports at least once per week, with additional pickups as requested by the city.
•    Ensure all processing functions are completed within 48 to 72 hours of receipt from the city.
•    Provide on-site training and ongoing support to city staff for access to the web portal, database, and physical records, including initial training within 30 days and quarterly refresher trainings thereafter.
•    Provide a comprehensive user manual detailing step by-step instructions for accessing databases, codes, and software systems
2. Parking citation processing
•    Upload electronic citations within 1 business day unless a real-time application is in place.
•    Provide online confirmation of citation transfers upon completion.
•    Track all citation-related transactions, including payments, ownership changes, refunds, etc.).
•    Maintain the parking exemption database linked to handheld units.
3. Correspondence processing
•    Process and respond to all correspondence within 2 business days, including providing translation services when required.
•    Mail all required notices to registered owners, including first notice, final notice, returned check, partial payment, department hold, administrative review and hearing, drive-away, delinquent, and special collection notices. 
•    Sort, scan, and batch all incoming correspondence by postmark date upon receipt. 
•    Process citation corrections and notify the city of any citations that cannot be processed within 2 business days of identification. 
•    Forward all emails, phone calls, or mail correspondence from customers that fall outside the defined scope to the city for further action.
4. Financial deposits and reconciliation
•    Sort and batch all incoming mail daily and retrieve mail from the post office at least once per day.
•    Process all payments within 1 business day, including verification and database updates. 
•    Ensure real-time online payment processing availability, including credit card transactions. 
•    Provide a 24/7 toll-free interactive voice response (IVR) payment system in English and Spanish. 
•    Perform daily reconciliation of all payments and bank deposits. 
•    Provide filing and retrieval of source financial documents within 2 business days. 
•    Track returned checks, ownership changes, and re-entered citations within the online database. 
•    Maintain payment card industry data security standard (PCI DSS) compliant credit and debit card processing systems. 
•    Transport collected funds to the city’s designated bank daily at no cost to the city.
•    Provide complete refund documentation within 72 hours of request or determination. 
•    Establish and maintain a refund escrow account to manage overpayments, adjudicated refunds, and city-authorized credit adjustments.
5. Customer service
•    Provide a dedicated toll-free line available 24/7, staffed by live representatives capable of accepting payments, answering inquiries, and providing assistance. 
•    Maintain trained and qualified professional personnel to support all customer service functions. 
•    Conduct monthly audits of call center operations, including recorded calls, and develop resolution plans for identified issues. 
•    Reroute incoming calls to the city during network outages or system disruptions. 
•    Maintain a 24/7 interactive voice response (IVR) system in English and Spanish that provides real-time citation information, payment processing, and contesting instructions. 
•    Provide monthly performance reports, including call volume statistics, wait times, and service level metrics. 
•    Record all calls and document each interaction in the online system, including date, operator identification, and detailed call notes. 
•    Provide the city with remote access to all call recordings and associated call records.