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6.A. - Page 15 of 22 <br />information on general parking policies and procedures, and administrative adjudication <br />procedures for the Customer. At least one CSR will be available for Spanish translation <br />during regular business hours Monday through Friday. Calls will be answered in six rings or <br />less. In order to assist CSRs with non-English speakers, AM's Language Line will be <br />available at all times the CSRs are available and shall be employed to accomplish <br />translations as required. The telephone system will provide up-to-date information on the <br />status of a citation with the option to speak with a live representative during normal business <br />hours. CSR's will provide customer service for the public in resolving parking citation <br />questions of a non -judicial nature and research specific citation data when necessary. CSRs <br />will be fully trained in all informational aspects of parking citation processing and related <br />information specific to the Customer. <br />D. System and Document Storage — Contractor will retain all citations paid or dismissed on <br />the computer system for 3 years and then removed. Unpaid citations will be retained on the <br />computer system for 5 years and then removed. Citation documents will be stored for 2 <br />years from date of issue and then returned to Customer or shredded. Payment documents <br />will be stored for 2 years from the date of payment and then returned to Customer or <br />shredded. <br />E. Online Reporting — Contractor will provide regular daily, weekly and monthly reports in a <br />format as agreed upon. Additional reports will be provided at no additional cost for operating, <br />production and audit functions. Reports will be made available online via a secure web page <br />and be available for Customer access no later than the thirtieth (30th) day of the following <br />month, except when February is the following month, in which case this information will be <br />available by the last day of February. <br />F. DMV Interface for Registered Owner Name Retrieval — Contractor will obtain names and <br />addresses of registered owners of cited vehicles from California DMV using online or manual <br />access to registered owner information from California DMV when necessary. Upon return <br />of registered owner information from DMV, Contractor will validate vehicle make. Contractor <br />will also review DMV "No Hit" list to ensure that license plate and state have been entered <br />correctly. <br />G. Notice Processing — Contractor will print the required Notice and mail to each registered <br />owner whose name has been retrieved within 10 to 21 days after the citation has been <br />issued. This includes second notices mailed for bounced checks, partial payments, and <br />name or address changes. Contractor is required to send notices to lessees or renters of <br />cited vehicles when provided with proof of a written lease or rental agreement. All postage, <br />notice forms and envelopes will be provided by Contractor. All notices and letters will be <br />formatted using custom #10 window envelopes with the Customer's return address. The <br />interior #9 return envelope will be customized with the Customer's payment address. Drive <br />Away Notices will be mailed by first class mail to registered owners of vehicles that drive <br />away from the officer at citation issuance time as required by the California Vehicle Code. <br />Notices are mailed no later than 15 days from the date of the original citation to the <br />registered owner of the vehicle. Delinquent Notices generated will be mailed at least once a <br />ATTY/AGR/2015.079/TURBO DATA AGREEMENT <br />REV: 05-01-15 MLG <br />Page 11 of 18 <br />22 <br />