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6.A. - Page 18 of 22 <br />P. IVR and Web Payment Systems - Payment by Credit Card - Through the Interactive <br />Voice Response (IVR) System, and through the pticket.com web site, Contractor will <br />accept credit card payments via Visa, MasterCard and Discover. The systems authorize <br />each transaction while the caller is on the phone or online. Payees are given an <br />authorization number or email confirmation to confirm their charge. The IVR system and <br />the pticket.com web payment system both automatically update the citation database with <br />the payment immediately. Credit Card monies will be paid to a Contractor bank account <br />and reconciled monthly. Customer will receive a credit card postlog which shows in detail <br />which citations were paid and for what amount, along with the deposit slip from the bank or <br />the ACH deposit email showing that these funds have been deposited into the Customer's <br />account. Should there be any charge backs to a merchant account, the funds are pulled <br />directly from the Contractor master account and the citation will be reactivated, much like a <br />bounced check. The violator will be sent a notice and will then proceed to DMV hold. <br />Contractor will provide all services regarding reconciliation, reactivation of charge backs, <br />etc. The Customer will not be involved in the daily processing. <br />Q. Administrative Adjudication Processing - Contractor will provide for the processing of <br />requests for contesting citations, allowing for Customer processing of administrative <br />reviews, tracking and monitoring all relevant dates on an automated system, mailing timely <br />notification to respondents regarding the status of their claims, and scheduling of <br />administrative hearings. All Administrative Adjudication information entered into the system <br />will be done in real time and linked to existing database information to ensure proper tracking <br />of relevant dates, mailing names and addresses and other pertinent information. <br />Administrative Review requests will be entered within 2 business days of receipt. Adjudication <br />documents will be stored for 2 years from their activity date and then shredded. Contractor <br />will notify Customer of citations that have been found Not Liable that need refunds, so the <br />Customer can issue the refund. Contractor will schedule combined San Mateo County <br />Hearings up to three (3) weeks in advance, according to citizen selection by location and <br />day of week in one of the San Mateo County locations. Hearings may be scheduled <br />manually if requested. Contractor will print and mail (by first class mail) customized hearing <br />notification letters to Customer and respond to inquiries from Customer and the public <br />regarding date of hearing, mailing date, location of hearing and directions to hearing <br />location. Contractor will provide the capability to use customized text, such as liable reason <br />codes, in letters for Customer and re -send letters should changes or reschedules occur. <br />Contractor agrees to provide all information required under the Vehicle Code in a timely <br />manner at no additional cost to the Customer should an appeal be made to the Superior <br />Court. <br />ATTY/AGR/2015.079/TUR9O DATA AGREEMENT <br />REV: 05-01-15 MLG <br />Page 14 of 18 <br />25 <br />