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6.A. - Page 19 of 22 <br />R. Paperless Appeals (eAppealsPRO & Scanning) — Contractor will provide online appeal <br />capability for the public to appeal their citations online. Contractor will provide the scanning <br />of all mailed -in appeal documents and electronic storage of those documents. Contractor <br />will provide an online application to access the appeals, which will be searchable and <br />sortable. Contractor will keep an electronic history of processed appeals for at least two <br />years. <br />S. Independent Hearing Examiner Services -- Contractor will contract with Independent <br />Third Party Hearing Examiners to provide fair and impartial hearings for Customer and the <br />public. Contractor will provide a monthly report of hearing results by citation number. The <br />Independent Third Party Hearing Examiners will meet all training, education and other <br />requirements specified in the California Vehicle Code which apply to the performance of <br />administrative hearings. <br />T. Online Inquiry Access and Support for Customers' Staff — Contractor will provide <br />access to the parking citation database via a web page using a secure log -on procedure. <br />Customer shall be provided access to their own database and inquiry -only access to <br />databases for the other County Agencies. This access includes citation inquiry by citation <br />number, license plate number, full or partial name and VIN (includes citation status, history <br />status, administrative adjudication status, notes, etc.), the ability to enter and view NOTES, <br />post dismissals/payments, view daily deposits made at Contractor's facility and view daily <br />file transfers sent from the handheld ticket writer software and received at Contractor's <br />facility. A "NOTES" feature will allow authorized personnel to easily enter comments for a <br />particular citation or license plate to be viewed by other inquiry function users. Contractor's <br />technical staff will provide support during normal business hours. Technical support will be <br />provided for any communication or logon problems as well as immediate technical support <br />when problems arise in the uploading, downloading and transferring of files. <br />U. ICS Collection Service — Special Collections — Contractor will transfer outstanding <br />citations (DMV No -Holds, DMV Transfer of Ownership Releases, Non -California plates, <br />citations delinquent over 90 days) and any other citations deemed as delinquent citations <br />by Customer into the ICS system on a weekly basis. Up to two collection letters will be <br />mailed for each ICS account requesting payment. Delinquent accounts will be sent to a <br />credit reporting agency on a weekly basis. Paid accounts will be reported to the credit <br />reporting agency weekly. Payments will be processed daily and deposited to the <br />Customer's regular citation processing bank account. The Contractor's Customer Service <br />Center will handle all ICS related calls through a special toll-free number dedicated to ICS <br />accounts. Monthly reporting will show all accounts moved to the ICS system and all <br />payments received due to ICS efforts. <br />V. Franchise Tax Board Offset Program — Contractor will combine citations by license <br />number for total amount due, eliminate corporate names, retrieve SSN's by name from a <br />3rd party, combine accounts by SSN, mail required FTB letters in advance of placing <br />accounts at FTB, process payments generated by the FTB process, receive phone calls <br />ATTY/AG R/2015.079/TU RBO DATA AG RE EM ENT <br />REV: 05-01-15 MLG <br />Page 15 of 18 <br />26 <br />