Citation Processing Software

The Vendor is required to provide end-to-end citation processing and payment services, including a fully integrated electronic citation issuance and management system for the city.
- Citation processing systems and services that support the full citation lifecycle, including but not limited to: general information processing, data processing, correspondence processing, financial deposits and reconciliation, adjudication processing, collections processing, and restitution processing.
- Capable of delivering a secure, userfriendly, and compliant solution that improves operational efficiency, enhances public access, and ensures accurate financial accountability.
- As the City continues to expand, it remains committed to delivering efficient, accessible, and technology-forward municipal services that promote a safe, clean, and well-maintained community while supporting high-quality customer service.
- To support these operations, the City is seeking a modern, secure, Software-as-a-Service (SaaS) citation processing and management solution that emphasizes integration, automation, and ease of use.
- The solution must seamlessly integrate with the City’s existing systems, including the GOGov code enforcement case management platform and the Tyler Technologies Munis financial ERP system, ensuring efficient data sharing across departments and platforms.
- System shall support real-time or near real-time data exchange between field devices, back-office processing systems, and public-facing portals, while improving workflow efficiency, financial reconciliation, reporting accuracy, and overall service delivery to the public.
- Services shall include, at a minimum:
•    General Information Processing
•    Data Processing
•    Correspondence Processing
•    Adjudication Processing
•    Equipment and Software
•    Software System Requirements
•    Online Public Access
•    Financial Deposits and Reconciliation
•    Collections Processing
•    Customer Service Center
•    Reporting and Invoicing
•    Implementation, Training, and Support
- Provide secure, web-based public access services, including:
•    Online citation lookup;
•    Online payment processing;
•    Online appeal submission and status tracking.
- The designated Account Manager shall be responsible for day-to-day coordination, task delegation, issue resolution, and ensuring all contract performance standards and timelines are met.
- Provide the city with comprehensive system documentation, including a user’s manual that:
•    Provides step-by-step instructions for system access and use;
•    Describes all system fields, screens, and functions;
•    Includes a complete list and explanation of all codes used by the issuing agency, including status codes, error codes, abbreviations, internal shorthand, and any other codes or identifiers displayed within the system that a user may need to interpret.
- General Information Processing
•    Opening and processing all incoming correspondence related to citations;
•    Reviewing correspondence to determine required actions;
•    Recording actions taken within the contractor’s citation management system (e.g., temporary suspension, correspondence issued, escalation, etc.);
•    Taking appropriate actions to resolve complaints or inquiries and forwarding items to the city when required or as requested;
•    Implementing control and monitoring procedures to ensure all correspondence and payments are processed to completion;
•    Conducting quality control reviews to ensure accuracy, completeness, and compliance with required deadlines;
•    Providing the city, upon request and at no additional cost, with an operations manual and management information system (MIS) reports in electronic and/or hard-copy format;
•    Providing a designated mailing address for all city Public Safety citation correspondence and payments, with mail retrieval occurring at least once per business day;
•    Providing a bonded courier service to transport batched citations, correspondence, and management reports to and from city-designated locations as required.
- Data Processing
•    Uploading electronic citations into the citation management system within one (1) business day of issuance, unless a real-time citation issuance application is provided.
•    Providing the city with online confirmation and reporting indicating the number of citations transmitted, received, and successfully processed by the contractor.
•    Maintaining full system compatibility with city-approved handheld citation devices, including the ability to upload and store all citation data fields without data loss.
•    Coordinating and implementing any required changes to citation policies, system configurations, or equipment in collaboration with the city and/or the handheld citation device vendor
•    Performing immediate batching and system integration of citation data upon receipt or transfer.
•    Entering handwritten parking and administrative citations, or scanned images thereof, into the system within two (2) business days of receipt from the city’s public safety department.
•    Filing, indexing, and securely storing citation records in an easily retrievable format, in accordance with the city’s records retention requirements and applicable laws.
•    Retrieving registered owner information for both in-state and out-of-state license plates in a timely and accurate manner.
•    Maintaining and updating a confidential exemption database, as authorized by the city that integrates with handheld citation devices.
•    Ensuring continuous internet connectivity during normal business hours when the citation processing system and all subsystems are available for use by the city and the public.