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6.A. - Page 14 of 22 <br />Exhibit A <br />Scope of Services <br />In consideration of the payments set forth in Exhibit B, Contractor shall provide the following <br />services: <br />Parking Citation Processing <br />A. Basic Processing — Contractor will enter manual citations and citation dispositions into <br />Customer's database within 2 business days. The basic service includes database <br />maintenance, daily system backups, toll-free phone number for the public, Interactive Voice <br />Response System (IVRS) with customized recorded information and citation lookup <br />capability, pticket.com web -based Inquiry System for the public with customized content, <br />Contractor's Customer Service Representatives (9:00 am — 5:00 pm, Monday through <br />Friday, excluding holidays) to speak with the public regarding parking citation issues, <br />ongoing Client support, and documentation and training for use of the Contractor -provided <br />online system. Contractor will process correction notices and notify each Customer of <br />citations unable to be entered for any reason, (such as no violation code, unreadable <br />license, etc.). <br />B. Hand held Ticket writer Interface - Contractor will provide for automated import of <br />electronic citations into Customer's database. Batch files will be uploaded immediately <br />upon file transfer. Contractor will maintain and update the hot sheet or scofflaw files on a <br />daily basis for Customer, identifying vehicles which have accumulated five (5) or more <br />outstanding citations in the combined San Mateo County contract area to upload into their <br />handheld ticket writers. Contractor will provide electronic reports on a monthly basis. <br />Contractor will work with Customer to implement any changes required for handheld ticket <br />writer equipment. <br />C. Customer Service and Toll -Free Telephone Number — Contractor will provide a toll-free <br />automated telephone number for inquiries and credit card payments. The toll-free telephone <br />service will be available a minimum of 20 hours per day, 7 days per week for the 50 United <br />States and Canada, with the exception of backup time sometime between the hours of <br />midnight and 4:00 a.m. A customized recorded voice response system in English and <br />Spanish will be available to provide information for each payor on how to pay and contest <br />citations, registration violation information, and Customer address information. The <br />automated telephone system will be capable of receiving a minimum of 20,000 incoming <br />calls per month. Downtime for required maintenance will be between midnight and 4:00 a.m. <br />The automated voice response system will be capable of providing real-time data regarding <br />the citation issue date, amount due, delinquent date and total amount due for each license <br />plate when multiple citations are outstanding. The system will provide information about <br />appealed citations and the results of the appeal. Contractor Customer Service <br />Representatives (CSRs) will be available Monday through Friday, 9:00 a.m. to 5:00 p.m., <br />excluding Customer recognized holidays. CSRs will be available to provide instructions and <br />ATTY/AGR/2015.079/TURBO DATA AGREEMENT <br />REV: 05-01-15 MLG <br />Page 10 of 18 <br />21 <br />