Agmt22 Turbo Data Systems, Inc. - Laserfiche WebLink

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REV: 08-09-2021 RL 1)Provision of Automated Ticket Media - Contractor will provide paper ticket stock for electronic citations. See exhibits. 2)Racial and Identity Profiling Act (RIPA) CA - The Contractor is currently working on a RIPA application that would be an optional service. If the RIPA option is exercised by the Customer, it will coincide with the length of this contract. K. Software Development If the Customer requires any additional software development for special projects and/or programs. The Customer will work with the Contractor on a scope of work to determine the specifications and requirements and the Contractor will provide the cost estimate and timeline. 2. PARKING CITATION PROCESSING SERVICES A. Basic Processing - Contractor will enter manual citations and citation dispositions into Customer's database within two business days. The basic service includes database maintenance, daily system backups, toll-free phone number for the public, Interactive Voice Response System (IVRS) with customized recorded information and citation lookup capability, www.pticket.com web-based Inquiry System for the public with customized content, Contractor's Customer Service Representatives (9:00a.m.- 5:00 p.m., Monday through Friday, excluding holidays) to speak with the public regarding parking citation issues, ongoing Client support, and documentation and training for use of the Contractor-provided online system. Contractor will process correction notices and notify Customer of citations unable to be entered for any reason, (such as no violation code, unreadable license, etc.). B. Handheld Ticket Writer Interface - Contractor will provide for automated import of electronic citations into Customer's database. Batch files will be uploaded immediately upon file transfer. Contractor will maintain and update the hot sheet or scofflaw files on a daily basis for Customer. Identifying vehicles, which have accumulated five (5) or more outstanding citations in the combined San Mateo County contract area to upload into their handheld ticket writers. Contractor will provide electronic reports on a monthly basis. Contractor will work with Customer to implement any changes required for handheld ticket writer equipment. C. Customer Service and Toll-Free Telephone Number - Contractor will provide a toll-free automated telephone number for inquiries and credit card payments. The toll-free telephone service will be available a minimum of 20 hours per day, 7 days per week for the 50 United States and Canada, with the exception of backup time sometime between the hours of midnight and 4:00 a.m. A customized recorded voice response system in English and Spanish will be available to provide information for each pay or on how to pay and contest citations, registration violation information, and Customer address information. The automated telephone system will be capable of receiving a minimum of 20,000 incoming calls per month. Downtime for required maintenance will be between midnight and 4:00 a.m. The automated voice response system will be capable of providing real-time data regarding the citation issue date, amount due, delinquent date and total amount due for each license plate when multiple citations are outstanding. The system will provide information about appealed citations and the results of the appeal. Contractor Customer Service Representatives (CSRs) will be available Monday through Friday, 9:00 a.m. to 5:00 p.m., excluding Customer recognized holidays. CSRs will be available to provide instructions and information on general parking policies and procedures, and administrative adjudication procedures for the Customer. At least one CSR will be available for Spanish translation during regular business hours Monday through Friday. Calls will be answered in six rings or less. In order to assist CSRs with non-English speakers, AT&T's Language Line (or similar) will be available at all times the CSRs are available and shall be employed to accomplish translations as required. The telephone system will provide up-to-date information on the status of a citation with the option to speak with a live representative during normal business hours. CSR's will provide customer service for the public in resolving parking citation questions of a non-judicial nature and research specific citation data when necessary. CSRs will be fully trained in all informational aspects of parking citation processing and related information specific to the Customer. D. System and Document Storage - Contractor will retain all citations paid or dismissed on the computer system for three years and then be removed. Unpaid citations will be retained on the computer system for five (5) years and then be removed. Citation documents will be stored for two (2) years from date of issue ATTY/AGR.2021.211/Turbo Data Systems, Inc. (Page 11 of 23)