Citation Processing System

The vendor is required to provide an integrated software and hardware service solution to parking citation and payment processing.
-Solution will include hand-held computers for ticket issuance and data download with real-time, online access for specified City employee to citation information and citation status on a user-friendly reporting structure
-Retaining data, records and documentation for the preparation of the required information. These materials shall be made available to the City as requested by the City. Manage a system for filing/storing citations in easily retrievable format for a minimum of three (3) years and then dispose in accordance with City direction.
-Automated Transfer and Upload of citations issued by the handheld computer using a Web based program requiring no additional equipment to the City for access to the Vendor program.
•Loading of batch files immediately upon transfer;
•Edit capability to correct dates, duplicate citations, violation codes, and fine amounts;
•System to promptly notify City regarding citations unable to be entered for any reason (no violation code, unreadable license, etc.);
•Generate and mail parking violation notice to RO as required by CVC;
•Daily application of late fees to citations;
•Maintain phone notes from citizens/callers within the citation record that can be maintained by both the City and Vendor to view and edit for various fields, such as reviews, hearings, voids, dismissals, changes, etc.
-Data Entry from Handwritten Citations:
•Receive and date stamp weekly batches of all handwritten citations sent by City;
•Enter citation information into the database;
•Batch, record, and verify receipt of all manual citations within two (2) business days;
•Edit capability to correct dates, duplicate citations, violation codes and fine amounts;
•System for filing/storing citations in easily retrievable format for a minimum of three (3) years and then dispose in accordance with City direction.
-Registered Owner Name Retrieval:
•Retrieve data online from the State;
•Provide daily access to registered owner information;
•Validate State makes upon return of registered owner information from State to ensure proper make of vehicle issued citation;
•Review State "No Hit" list to ensure that license plate and state have been entered correctly.
-State Registration Holds/Releases:
•Process State holds or releases daily;
•Access State records online;
•Capability to release registration holds upon City's request;
•Report monthly holds and payments made at State;
•Immediate update of database with monthly payment information from State
-Out-of-State Registered Owner Retrieval from State:
•Maintain regularly scheduled communications with State offices in all states;
•Maintain ability for successful communications with the Transportation Ministries in Canada and Mexico that permit registration and name acquisition;
•Mail collection letters;
•Communicate with individuals outside of the United States who were issued a parking citation by the City.
-Automated processing of Administrative Review Requests:
•Vendor shall provide tracking and correspondence for all administrative review;
•Vendor shall enter and maintain database of all administrative reviews, showing current status of each request.
•System must be integrated with parking citation issuance and processing system. Ensure a result is received for each
correspondence;
c.Administrative review requests must be entered into the system within two (2)
business days from date of receipt;
d.Provide inquiry capabilities for citations in the administrative review process;
e.Print and mail (by first class mail) all administrative review result letters;
f.Notify the City of citations that have been successfully dismissed through the
review process and have had payments processed, (or are cancelled) so the City
can issue a refund;
g.File and store all source documents for ease of retrieval;
h.Provide staff (M-F 07:00AM-6:00 PM) to respond to telephone inquiries
regarding how to contest a violation, determine outstanding penalty amounts or
delinquent fees, identify time frames, and any other pertinent information in
order to contest a citation by mail or in- person;
i.Link the hearing tracking system to the citation database in real time to obtain
citation information such as citation issue date, delinquent date, amount owed,
and other citations open with the same license plate numbers;
j.Ensure that the computer system is capable of recording data and comments for
historical background, suspending action while appeals are under investigation,
sort citations by type of violation and/or defense, record case decisions,
generate letters and use customized liability reason codes;
k.Provide monthly report of review results by citation number.
-Administrative Hearings:
a.Provide tracking and correspondence for all administrative hearing requests;
b.Vendor shall enter and maintain a database of all administrative hearing
requests, showing current status of each request. System must be integrated
with parking citation issuance and processing system. Ensure a result is received
for each correspondence;
c.Schedule Administrative hearings and forward schedule to the City;
d.Print and mail (by first class mail) customized hearing notification letters for the
City;
e.Respond to inquiries for the City and the public regarding date of hearing,
mailing date, location of hearing and directions to hearing location;
f.Re-send letters should room or date changes be necessary;
g.The Hearing Officer will forward results of Administrative Hearing to the Vendor;
h.Letters regarding the results of Administrative Hearings will be mailed by the
Vendor;
i.When a refund is appropriate, the Vendor shall provide information to the City
and the City will issue the refund;
j.Provide monthly report of review results by citation number;
k.Handle all processes necessary for Level Ill Hearing and provide all supporting
documentation to the City within two business days of receiving request by citizen.
-Payment Processing:
a.Provide a separate Post Office Box for the City where payments, administrative
review correspondence, and other documents are to be mailed;
b.Provide mail pick-up from post office at least once per day (normal business
days; city holidays excluded);
c.Sort and batch all incoming mail by postmark date for payment posting;
d.Enter and process payments received within one (1) business day, including
opening all mail received, verifying payment amounts, updating computer
system, and making daily bank deposits in the City's designated bank account;
e.Conduct daily reconciliation of all payments entered with bank deposits;
f.Provide daily reporting of bank deposits made for the City;
g.File and store all source documents in an easily retrievable system; preserve
envelope postmark information on all late payments;
h.Track rebilling on partial payments, checks returned for insufficient funds upon
notification from the City, vehicle change of ownership, and leased vehicle
information;
i.Provide for payment by credit card (Visa and MasterCard) and be capable of
securing authorization from the banking institution. Payments made by credit
card are to be immediately updated in the database in real time. Payments will
be made by automated telephone system;
j.The Vendor will have the ability to accept payments via the Internet.
-Toll-Free Telephone Service:
a.Provide a toll-free telephone number 24/7 for credit card payments;
b.Operate toll-free telephone service 7AM-6PM, M-F, holidays excluded, for
citation inquiries or payments. Ensure that customer service representatives are
available to provide instructions and information on general parking policies,
procedures and administrative adjudication procedures for the City
-Contract Period/Term: 3 years