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05-28-2019 CC Rpt 09COUNCIL AGENDA STAFF REPORTCOUNCIL AGENDA STAFF REPORT TO: HONORABLE MAYOR AND CITY COUNCIL MEMBERS DATE: MAY 28, 2019 FROM: CITY MANAGER ITEM NO:9 SUBJECT:APPROVAL OF A PROFESSIONAL SERVICES AGREEMENT WITH DATA TICKET, INC. FOR ADMINISTRATIVE AND PARKING CITATION PROCESSING RECOMMENDATION: Authorize the execution of a three year agreement with two one-year renewal options with Data Ticket, Inc. to provide administrative and parking citation processing services in an amount not to exceed $190,000. BACKGROUND/ANALYSIS: Data Ticket, Inc. (Data Ticket) is a bails, fines and forfeiture processing company that provides full-service parking and administrative citation management. Services include payment receipt, delinquent notification, and collections services. Recipients of Chino Hills parking and administrative citations can make their payments to Data Ticket electronically via the Data Ticket website, by telephone, or through the mail. If payment is not received in accordance with the citation timeline, Data Ticket sends additional notifications and attempts to collect the outstanding fines. All actions taken by Data Ticket are in compliance with the Chino Hills Municipal Code and state law. Data Ticket was founded in 1989 and is a California business located in Irvine. Data Ticket is a certified women-owned business, and serves over 200 clients nationwide for citation processing. The City first entered into an agreement with Data Ticket in March 2004 for parking citation processing. Further, Data Ticket is the vendor of choice for outside citation processing for contract cities of the San Bernardino County Sheriff's Department. Through the new agreement, Data Ticket will continue to provide administrative and parking citation processing, payment receipt, delinquent notification, and collections services. In addition, the agreement allows for Data Ticket to administer two new programs for the City. The City's new indigent payment plan program allows indigent persons as defined in CA Vehicle Code § 40220 to pay unpaid parking fines and fees in monthly installments. The agreement also establishes a citation review and hearing process whereby Data Ticket will schedule and provide an impartial hearing officer for citizens wishing to contest their citations. Previously the City retained its own hearing officer and scheduled hearings. Data Ticket is able to provide these services at a much lower cost and the structure of the agreement ensures that the hearing officer decisions are not directly or indirectly influenced by the City. Per the Chino Hills Municipal Code Section 3.18.050.D, the City Manager has determined that the RFP process is unnecessary for this professional service because Data Ticket is the best provider for administrative and parking citation processing due to their demonstrated qualifications and knowledge of the City's programs. This assessment is based on Data Ticket's longstanding, successful relationship with the City and Sheriff's Department. 15/252 ENVIRONMENTAL (CEQA) REVIEW: This proposed action is exempt from review under the California Environmental Quality Act (California Public Resources Code §§ 21000, et seq., "CEQA") and CEQA regulations (14 California Code Regulations §§ 15000, et seq.) because it constitutes an organizational or administrative activity that will not result in direct or indirect physical changes in the environment. Accordingly, this action does not constitute a "project" that requires environmental review (see specifically 14 CC § 15378 (b)(4-5)). FISCAL IMPACT: There is sufficient funding in the Public Safety operating budget and the Code Enforcement operating budget to cover the Fiscal Year 2018-19 cost of the Data Ticket contract. Future contract costs will be budgeted for in the appropriate fiscal year. The City estimates that the annual cost will be approximately $38,000, for a total of $190,000 for the full three years plus the two one-year renewals. REVIEWED BY OTHERS: This item has been reviewed by the Finance Director and City Attorney. Respectfully Submitted, Attachments Agreement Exhibit A - Scope of Services Exhibit B - Parking Citation Pricing Exhibit C - Administrative Citation Pricing 16/252 PSA Page 1 of 11 Admin and Parking Citation Processing AGREEMENT NO. A2019- FOR PROFESSIONAL SERVICES BETWEEN THE CITY OF CHINO HILLS AND DATA TICKET INC. ADMINISTRATIVE AND PARKING CITATION PROCESSING THIS AGREEMENT, made and entered into this 28th day of May, 2019, between the CITY OF CHINO HILLS, a municipal corporation, hereinafter referred to as "City" and DATA TICKET INC. hereinafter referred to as "Consultant". In consideration of the mutual covenants and conditions set forth herein, the parties agree as follows: 1. SCOPE OF SERVICES. Consultant agrees to perform the services set forth in Exhibit A "SCOPE OF SERVICES" attached hereto and made a part hereof. Consultant shall submit its work to the City for its review after completing each phase of the project as described in Exhibit A, or when otherwise requested by the City. Consultant shall, at its own cost, make any revisions of its own work as required by the City and re-do, at its own cost, any work which the City finds unsatisfactory due to Consultant’s or subcontractor’s errors or omissions. Consultant represents and warrants that it has the qualifications, experience and facilities to properly perform said services in a thorough, competent and professional manner and shall, at all times during the term of this Agreement, have in full force and effect, all licenses required of it by law. Consultants shall begin its services under this Agreement on May 29, 2019. . 2. STATUS OF CONSULTANT. Consultant is and shall at all times remain as to the City a wholly independent contractor. The personnel performing the services under this Agreement on behalf of Consultant shall at all times be under Consultant's exclusive direction and control. Neither City nor any of its officers, employees or agents shall have control over the conduct of Consultant or any of Consultant's officers, employees or agents, except as set forth in this Agreement. Consultant shall not at any time or in any manner represent that it or any of its officers, employees or agents are in any manner officers, employees or agents of the City. Consultant shall not incur or have the power to incur any debt, obligation or liability whatever against City, or bind City in any manner. Consultant shall not disseminate any information or reports gathered or created pursuant to this Agreement without the prior written approval of City except information or reports required by government agencies to enable Consultant to perform its duties under this Agreement. 17/252 18/252 19/252 20/252 21/252 22/252 23/252 24/252 25/252 26/252 27/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 1 – Exhibit A Scope of Service Data Ticket, Inc. intends to provide for the processing of bails, fines and forfeiture thereof, in connection with the issuance of administrative citations pursuant to CITY municipal code, other debts as specified by the CITY and for the issuance of parking citations pursuant to the laws of the State of California. ARTICLE I - CITATION PROCESSING 1.1 Referral and Reconciliation: CONSULTANT shall receive and process citations from CITY. CONSULTANT will provide a reconciliation of the number of citations received from CITY. 1.2 Determination of Processable Citations: CONSULTANT shall screen each citation referred to it by the CITY to determine if the citation is processable. If the citation is determined by CONSULTANT to be unprocessable (e.g., essential processing information is missing), CONSULTANT shall return the citation to CITY for clarification. CONSULTANT will be paid the contractual rate hereinafter provided, for citations properly returned to the CITYas unprocessable. 1.3 Collection and deposit of funds: A direct deposit system shall be employed for all funds received for payment of citations. The CITYshall have the choice of jointly owning a bank account with the CONSULTANT or directing the CONSULTANT to deposit into a CITY account. Deposits shall be made directly into the account by the CONSULTANT for the collecting CITY, with the exception of credit card payments made using VISA, MasterCard, Discover and American Express cards belonging to the CONSULTANT. These payments will be directly deposited into an account held by the CONSULTANT. Credit card payments are reconciled and remitted on a monthly basis to the CITY, but tracked on the citation management software on a daily basis. Citations paid by credit card are marked “paid” real-time immediately upon authorization, thus affording the citizen the opportunity to make payment at any time and have the payment recognized immediately. 1.4 PAYMENT: If the CONSULTANT deposits into a CITY account, the CONSULTANT will invoice the CITY for services rendered. Payment in full shall be due within thirty (30) days after which interest shall be accrued at the rate of 10% (or lower if any statutes, rules or regulations prohibit this rate). If the CONSULTANT deposits into an account held jointly between the CITY and the CONSULTANT, the CONSULTANT shall reconcile the account the month following the banking activity, disperse all revenue due the CITY, the CONSULTANT, any tax liability and all refunds and send all supporting documentation to the CITY for its records. 1.5 Identification of Registered Vehicle Owners: CONSULTANT shall exert best efforts to obtain the name and address of the registered vehicle owner from the California State Department of Motor Vehicles (DMV) and DMV’S nationwide, for each vehicle for which a parking citation has been issued. CONSULTANT shall follow all procedures specified by the DMV, and be consistent with the California Vehicle Code and DMV’S nationwide, when identifying registered vehicle owners. 28/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 2 – 1.6 Verification of Ownership: CONSULTANT shall take reasonable measures to identify and verify registered vehicle owners. Such measures will take into consideration factors such as issuance of new license plates; address changes; license plate transfers to other vehicles; name changes; and the validity of plates and registration during specific time periods applicable to individual cases. 1.7 Delinquency Notices for Administrative Citations: In accordance with CITY ordinance, delinquency notices will be sent to patrons who are not in compliance and have not paid the fines in full. These notices will indicate future actions to be taken in order to collect the fines owed the City. 1.8 Franchise Tax Board Interface: The Franchise Tax Board Interagency Intercept Program will be used as the next collection step in the process. A notice merging all debts owed the CITY will be sent to the patron showing the total amount due the CITY for Administrative and/or Parking Citations and demanding payment. If payment is not received in full, social security numbers will be attached to each debt and the debt will be placed with the Franchise Tax Board for collections. 1.9 Delinquency Notices for Parking Citations: In accordance with State law, CONSULTANT will generate and mail (presorted, first-class postage) a delinquency notice to all identified registered owners of vehicles who fail to pay their parking citation fines or to post bail in the required manner. The mailed notice will include all information required by the California Vehicle Code, including, but not limited to, the following: A.The parking citation issuance date and number; B.The consequences of nonpayment (i.e., a hold on the vehicle registration and the imposition of penalties, towing, or issuance of a possible warrant for their arrest; and C.The amount of fines and fees due and payable D.Affidavit of Non-Ownership 1.10 Registration Holds: The CONSULTANT will provide the system and procedures and will interface with the California State Department of Motor Vehicles to place a hold on vehicle registrations having unpaid parking fines and fees due against those vehicles in accordance with the California Vehicle Code and any other applicable State and local laws. The notification will be given within a reasonable period of time after issuance of a delinquency notice. The period of time will not exceed the time limits provided by state and local law. 1.11 Removal of Registration Holds: CONSULTANT will provide the system and procedures and will interface with the California State Department of Motor Vehicles to remove registration holds when a registered vehicle owner satisfies the entire amount of parking citation fines, penalties, and fees due against the vehicle and establishes such payment to the satisfaction of CONSULTANT. 1.12 Contested Citations: In the event a vehicle registered owner disputes the liability for the outstanding parking citation, CONSULTANT will advise the registered vehicle owner of his/her right to request an administrative review/hearing/court appearance. All contested citations will be made available online for the reviewing City and hearing administrator as well as forwarded to Court within the prescribed time period so that the matter can be adjudicated. (CVC 40200.7 & 29/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 3 – 40215 or Municipal Code). 1.13 Administrative Review and Hearing: The CONSULTANT may schedule administrative reviews/hearings to respond to citizens wishing to contest their citations and offers the option to perform and administer those reviews and hearings. The CONSULTANT will provide a website for appeal and toll-free numbers for contestants, correspond with contestants and notify them of decisions; maintain records of dispositions and appeal paperwork and refer all paperwork to Court as required. The CONSULTANT shall not be responsible for the CITY'S failure to provide correct or timely infraction information. The CITY shall be responsible to pay the court-filing fee if the review and administrative hearing decisions are overturned by the court. If the Hearing Officer is provided by the CONSULTANT, the CITY will pay $85.00/hour for all in- person hearings and the CITY will provide space for all in-person hearing. All in-person hearings will be recorded. The hearing officer will be an official with previous experience in parking/administrative citation issuance and will have mastered CVC 40215 and the adjudication manual as well as understanding municipal code interpretation. In addition, the hearing officers will have met all requirements of the state of California to be certified as a hearing officer. The Hearing Officer will not be compensated on a commission basis and there will be no connection between rulings and compensation for the job. All hearing officers are independent contractors and no part of the compensation received is dependent upon the decisions rendered. All hearing officers will be subject to review by the CITY, at the CITY'S expense. A. Administrative Citations: The CONSULTANT will provide Administrative Citation Hearing (AC Hearing) services for Administrative Citations. The process shall be consistent with the CITY’S Municipal Code (CHMC 1.18), and is as follows. ∑The citizen may request an initial administrative review of the citation within fifteen (15) days of its issuance by submitting a request to the City Clerk. ∑Within fifteen (15) days upon receiving the request, the department director will review the request and provide the City Clerk with written notification that: a.) The citation should be vacated because there was no violation, or the citizen was not responsible for the violation; or b.) There is no justification for vacating the citation. ∑The City Clerk will mail a copy of the decision to the citizen at the address on the request for initial administrative review along with a notice establishing the fine due date and the procedure for requesting an administrative hearing. ∑If the citation is dismissed, the CITY will be responsible for updating CONSULTANT. ∑If the citizen wishes to contest the conclusion of the initial administrative review, the citizen must request an AC Hearing within fifteen (15) days after the date the CITY served the citizen with notice of the initial administrative review decision. ∑Request must be submitted to the City Clerk and be accompanied by an advance deposit of the fine or request a hardship waiver that is obtained through the City Clerk. The City Clerk will make the determination if the waiver is justified and notify the citizen if it is approved. ∑The CONSULTANT will be responsible for scheduling an AC Hearing. ∑The citizen has the option of requesting an AC Hearing in writing or in person. 30/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 4 – ∑If the hearing request is submitted within required time frame, it will be accepted, money is deposited, and the hearing will be held not less than fifteen (15) days nor more than sixty (60) days after the receipt of the request. ∑The CITY will provide space for in-person AC Hearings on a bi-monthly basis or as required. ∑The CONSULTANT will notify the citizen of the time, date, and location of the AC Hearing. ∑CONSULTANT will handle printing forms or handling correspondence, scheduling, or any of the other labor intensive actions required by this legislation. CONSULTANT will provide the toll-free number, the Hearing Officer, and the remaining necessary tools for the Hearing Officer to perform the necessary functions of this process. ∑If the citizen chooses an in-person AC Hearing, he/she must arrive no later than 10 minutes after the scheduled time. If the citizen does not arrive as scheduled, the AC Hearing will be held using the submitted documentation. ∑Within fifteen (15) business days following the AC Hearing, a written decision will be sent to the citizen. ∑If the citation is dismissed, the citizen will receive the information that the citation has been closed with no further action necessary and a refund will be issued for the total amount of the posted bail. ∑If the citation is upheld, the citizen will receive the decision with information regarding further appeal to the court. ∑If the citizen chooses to appeal to the court, he/she must pay court filing fee and the court will schedule the appeal and notify the CONSULTANT to send documentation for the case. ∑Following the hearing of the court appeal, the court will notify the CITY and the citizen of the decision. ∑If the citation is upheld, the decision is final and no further action will be taken. ∑If the citation is dismissed by the court, the citizen is notified and the CONSULTANT is notified that all posted bail and court filing fee must be refunded. ∑If the CONSULTANT does not handle the bank account, it will document the refund request and reason and notify the CITY of the need to refund the bail and filing fee. ∑In all cases the citation management system will be marked to reflect the latest status of the citation. B. Parking Citations: The CONSULTANT will provide Administrative Hearing services for Parking Citations (PC Hearing). The process shall be consistent with California Vehicle Code §40215. ∑Any citizen wishing to contest a parking citation, for which the CITY designates CONSULTANT to handle the PC Hearing, will call a toll free number which can be dialed from anywhere in the United States or Canada. The citizen may also process their appeal through the CONSULTANT’S website. ∑The citizen will be instructed to put the appeal in writing and forward it to the CONSULTANT with supporting documentation for review by a duly authorized official. A copy of the citation must be included for the Reviewing Officer (CITY). All of the initial reviews are done online via Data Ticket’s website by the Reviewing Officer (CITY). ∑The Reviewing Officer will review the information uploaded to the website upon receipt of the appeal. ∑Within 10 business days a decision will be rendered and sent to the citizen. 31/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 5 – ∑If the citation is dismissed, the citation will be closed with no further action needed and the citizen will be so notified. ∑If the citation is upheld the information will contain instructions for payment or further appeal. ∑If the citizen pays within the prescribed time allowed by law, the citation will be closed and marked paid in full. ∑If the citizen pays late or does not pay at all, additional penalties may accrue according the CITY’S bail schedule and if left unpaid and a California plate is involved, a DMV hold will be placed on the registration record. ∑If the citizen chooses to request a PC Hearing, he/she must submit the appeal in writing with any additional support material and state the reasons for disagreement with the initial review. In addition to the documentation, a check for the full amount of the bail must be submitted. ∑If the citizen indicates that he/she is unable to post bail, an indigent form is forwarded and must be filled out, proving that there is sufficient cause to waive the posting of the bail. ∑The PC Hearing request must be received within the time specified by California state law. ∑The citizen has the option of requesting a PC Hearing in writing or in person. ∑If the PC Hearing request is submitted within required time frame, it will be accepted, money is deposited, and the PC Hearing will be scheduled within the ninety (90) days allowed by California law. ∑The CONSULTANT will be responsible for scheduling a Hearing. ∑The CITY will provide space for in-person PC Hearings on a bi-monthly basis or as required. ∑The CONSULTANT will notify the citizen of the time, date, and location of the hearing. ∑CONSULTANT will handle printing forms or handling correspondence, scheduling, or any of the other labor intensive actions required by this legislation. CONSULTANT will provide the toll-free number, the Hearing Officer, and the remaining necessary tools for the Hearing Officer to perform the necessary functions of this process. ∑If the citizen chooses an in-person hearing, he/she must arrive no later than 10 minutes after the scheduled time. If the citizen does not arrive as scheduled, the PC Hearing will be held using the submitted documentation. ∑One continuance is allowed if requested prior to the scheduled appointment or because of dire circumstances. ∑Within fifteen (15) business days following the PC Hearing, a written decision will be sent to the citizen. ∑If the citation is dismissed, the citizen will receive the information that the citation has been closed with no further action necessary and a refund will be issued for the total amount of the posted bail. ∑If the citation is upheld, the citizen will receive the decision with information regarding further appeal to the court. ∑If the citizen chooses to appeal to the court, he/she must pay court filing fee and the court will schedule the appeal and notify the Consultant to send documentation for the case. ∑Following the hearing of the court appeal, the court will notify the Consultant and the citizen of the decision. ∑If the citation is upheld, the decision is final and no further action will be taken. 32/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 6 – ∑If the citation is dismissed by the court, the citizen is notified and the Consultant is notified that all posted bail and court filing fee must be refunded. ∑If the Consultant does not handle the bank account, it will document the refund request and reason and notify the CITY of the need to refund the bail and filing fee. ∑In all cases the citation management system will be marked to reflect the latest status of the citation. 1.14 Citations Disposed of by Hearing/Court: The CONSULTANT may be required, as a result of court action, to reduce or cancel, on an individual basis, citations which have been referred to it. CONSULTANT shall be paid the contractual rate hereinafter provided for processing the citation regardless of the outcome of court action. CONSULTANT will maintain records indicating any reduction or cancellation of parking citations as a result of review/hearing/court action. Citations that are dismissed as a result of review/hearing/court decision will have the dismissal processed by the CONSULTANT promptly after receipt from the review/hearing/court. 1.15 Suspension of Processing: CONSULTANT will suspend processing on any citation referred to it for processing upon written notice to do so by an authorized officer of the CITY. CONSULTANT will promptly return any citation or facsimile properly requested by the CITY. CONSULTANT will maintain records indicating any suspension of citation as a result of CITY'S request. CONSULTANT shall be paid the contractual rate hereinafter provided for processing the citations suspended by the CITY. 1.16 Payments by U.S. Mail: It is the citizen’s responsibility to ensure that payments are received on or before the date due. The postmark date will be the criteria to establish any delinquent fees due. 1.17 Citation System Master File Update: CONSULTANT will regularly update the citation master file for new citations, payments, reductions, cancellations, dismissals and any other pertinent data. 1.18 Acceptance and Scanning of Indigent Payment Plan Requests: CONSULTANT will accept documentation via the web and US Mail, review and scan all documentation and attach to the citation to which it applies. Based on CITY’S business rules, CONSULTANT will accept or deny each request and then proceed to set up the payment plan or issue a letter of denial with a reason for the denial. ARTICLE II - PAYMENT PROCESSING 2.1 Disposition Processing: CONSULTANT will maintain all citation dispositions for a minimum of two (2) years. Closed citations will remain on-line for a minimum of two (2) years for research and statistical purposes. 2.2 Payments Processing: CONSULTANT shall process citation payments on a regular basis. Payments shall be immediately posted in one (1) of three (3) following categories: "Regular Payments" are citations with the correct amount due, paid on or before the due date. This includes payments properly complying with the first Courtesy Notice. 33/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 7 – "Partial Payments" are citations paid after the due date or those where payment is less than the total amount of due. . "Appeal Requests" including payment are all requests for administrative/court hearings. These requests are sorted so that the payment submitted is immediately posted, an appeal hold is placed on the citation and if needed the original citations and backup documents are retrieved for the appeal to be heard. 2.3 Miscellaneous Letters Processing: CONSULTANT will receive and review all miscellaneous correspondence. These are generally letters requesting meter checks, refunds, voids, or otherwise setting forth complaints. These letters will be researched by CONSULTANT and may be forwarded to the CITY for proper follow-up. 2.4 Batching Procedures: CONSULTANT shall maintain effective procedures of internal control. Such procedures shall involve reconciliation of all payments received using generally accepted accounting principles. After proper reconciliation, deposit slips shall be prepared for and deposits made at the appropriate bank, including an itemized listing of all batch numbers included in the deposit. The batch of citation payment documentation shall then be stored in a file room, for a period of two (2) years. 2.5 Cash Payments: CONSULTANT shall maintain an effective method of handling cash payments. All cash received through the mail, shall be logged in a cash journal. Thereafter, effective internal control procedures shall be implemented to reconcile such payments using generally accepted accounting principles. 2.6 Deposits: All deposits shall be made daily, subject to regular banking hours. Deposits shall be itemized and detailed information will be captured regarding submitted funds. Deposit slips shall be prepared in duplicate, allowing one (1) copy for the bank and one (1) copy for the CONSULTANT. If the bank account is held jointly, CONSULTANT shall perform all reconciliation, refunds and cut all checks. This information shall be available for CITY review. Deposits shall be directly deposited into the CITY'S designated bank account, either jointly held with the CONSULTANT or individually held by the CITY. If the CITY holds the account individually, it will supply deposit slips and an endorsement stamp to CONSULTANT. In this case, CONSULTANT shall only have the capability to make deposits on behalf of the CITY. 2.7 Revenue Report: A monthly revenue report will list all revenues received during the preceding month. This report will also provide information regarding the CITY'S responsibility to the County for the Jail and Court fund as required by Sections 40200.3 (a) of the California Vehicle Code and any other relevant taxes due. ARTICLE III – WEB SITE 3.1 Citation Management Web Site: The CONSULTANT offers a web site for CITY review of its database, including all citations and information relating to changes in status. 3.2 Citizen Web Site Access: Citizens who receive citations will be able to access the web site to review their individual citations, pay on-line and appeal on-line. 34/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 8 – 3.3 Web Site Interaction: The web site may be “view only” or “interactive”, for the CITY depending on requirements of the CITY. 3.4 Web Site Reports: Web site reports are available to the CITY on a daily, (24/7) schedule. 3.5 Web Site Use: User ID’s and passwords will be assigned to the CITY. ARTICLE IV - GENERAL 4.1 Public Inquiries: The CONSULTANT will respond to reasonable inquiry by telephone or letter of a non-judicial nature. Inquiries of a judicial nature will be referred to the CITY for determination. 4.2 Books and Records: CONSULTANT will maintain adequate books or records for parking citations issued within the CITY'S jurisdiction and referred to CONSULTANT for processing. Such books or records, and related computer processing data, shall be available for reasonable inspection and audit by CITY at the CONSULTANT'S location at reasonable times upon adequate prior notice to CONSULTANT. 4.3 Ownership: All computer software and systems, related automated and manual procedures, instructions, computer programs, and data storage media containing same, and written procedures performed hereunder (collectively the "System") are and shall remain exclusively the sole property of CONSULTANT, and the CITY shall acquire no right or title to said Systems. 4.4 Consent For Disclosure: No report, information, data, files, or tapes furnished or prepared by CONSULTANT or its subcontractors, successors, officers, employees, servants, or agents shall be made available to any individual or organization without the prior written approval of CITY other than individuals or organization who are reasonably necessary to properly effectuate the terms and conditions of this agreement. This Non-Disclosure obligation shall survive the Termination of this Agreement. 4.5 CONSULTANT Files: CONSULTANT shall maintain master files on citations referred to it for processing under this Agreement. Such files will contain records of payments, dispositions, and any other pertinent information required to provide a reasonable audit trail. 4.6 Storage for CITY: A. CONSULTANT agrees to scan original citations to the network. CONSULTANT will have such information available on the citation management system for a minimum of three (3) years to permit CITY retrieval of such information. CITY relieves CONSULTANT of all liability costs associated with data released by CITY to any other person or entity using such data. B. Subsequent to the termination of the contract, CONSULTANT will return a file containing all data belonging to the CITY. 35/252 Data Ticket 2603 Main Street, Suite 300 Irvine, CA 92614 949-428-7241 ClientServices@DataTicket.com - 9 – ARTICLE V – ADDITIONAL SERVICES 5.1 Other Collections: CONSULTANT shall retain a percent of payments for delinquent citations that have been processed in accordance with the current Agreement, and meet the following criteria: A. Delinquent parking citations: those citations so designated by the CITY, for which the California State Department of Motor Vehicles registration hold has been placed or dropped because of a transfer of ownership or non-renewal of registration or a registration hold has not been placed, but the normal daily processing cycle is complete. B. Citations with out-of-state license plates that have gone through the first courtesy notice process without payment. C. Any other problem or special citations that the CITY so designates and refers to the CONSULTANT under this Agreement. When Consultant is assigned an account for collection, Consultant shall be tasked with the collection of the balance owing on the delinquent account, late fee and the Collection Fee (“CITY Fee”). The CITY Fee is a fee imposed by the CITY on those who have allowed their accounts to become delinquent and the CITY turned it over for collection. The CITY Fee is equal to the cost to the CITY for the collection of the delinquent primary account. For example, if the amount collected on a delinquent account assigned to Consultant is $100.00, Consultant will be tasked to collect $118.00 which is the amount collected plus the CITY Fee (based on 18% of $100.00, which is equal to the Consultant’s charge for the collection service). The Consultant will retain $18.00 as its fee and tender $100.00 to the CITY. 5.2 Postal Rate Increase: The CONSULTANT will maintain auditable records to document the CONSULTANT'S actual postage costs associated with the mailing of delinquency notices for unpaid citations and for other mailings related to the processing of correspondence. If there is a postal increase, that increase will be invoiced effective on the date that the postal rate increase goes into effect. ARTICLE VI - REPORTS 6.1 Periodic Reports: CONSULTANT will have reports available online the month following the month in which activity has been reported. The reports will track activities relating to performance under this Agreement. Among the reports which CONSULTANT may/will generate are the following: A. Report of Revenue Collected for Period B. Report for Citations Issued for Period C. A balanced summary report for issuing CITY providing the status of all citations at the beginning of the period, current period activity, and at the end of the period. D. A report for issuing CITY identifying registered vehicle owners with five (5) or more outstanding parking citations. E. A report for issuing CITY identifying the citations issued, location, violation by each officer. 6.2 Annual Reports: Annually, CONSULTANT shall comply with CVC 40200.3 (b) 36/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 1 | P a g e Cost Proposal: Manual Parking Citation Processing:$0.65 from $1.10 per cite Services for the above-mentioned items include: ∑On-site data entry of manually written citations performed within 48 hours of receipt ∑On-site quality assurance verification of manually entered citations ∑Scanning of all manually written citations onto our network for storage and ease of retrieval ∑Bi-monthly shredding of manually written citations Electronic Parking Citation Processing:$0.55 from $1.10 per cite Services for the above-mentioned items include: ∑Automated citation transmission into Data Ticket’s Citation Management Solution 24/7 ∑Automated confirmation email detailing successfully transmitted citations ∑Automated transmission of photos attached to citations Courtesy Notice:$0.75 Services for the above-mentioned item include: ∑Semi-custom Courtesy Notice that is printed on an 8 ½ x 11” piece of paper with a perforated tear-of payment stub provided in a window envelope sent to the registered owner of a vehicle ∑All notices are attached to the citation online and are viewable via the web ∑All notices sent via 1st Class Mail ∑All notices include a return envelope in which the responsible party may submit payment ∑This charge is only incurred if the individual does not pay off the windshield and a notice is sent to the individual as a result Out-of-State Collections:28% of revenue collectedfrom 35% ∑This fee will cover all expenses associated with obtaining out-of-state registered owner information and will only be due when a citation is paid ∑Data Ticket is a recognized Strategic Partner with NLETs and we are currently utilizing the City’s and our ORI ∑This fee is not combined with any other contingency fee.For example, if a citation is rolled to a delinquent status, only 28% of revenue collected will be charged ∑If Data Ticket does not collect on a citation that is issued to an out of state plate , the City does not owe this fee. Delinquent Collections:28% of revenue collectedfrom 35% ∑This fee will be assessed when a citation is ninety (90) days past the citation issue date, assuming a first notice has been sent to the registered owner and the citation is not on hold for any reason ∑Three Delinquent Notices will be sent to the registered owner at no cost to the City ∑All notices are sent via First Class mail and all notices are printed on an 8 ½ x 11” sheet of paper and folded into a window envelope; in addition, a window envelope is provided for the recipient to return payment 37/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 2 | P a g e ∑All notices are attached to the citation online and are viewable via the web ∑If Data Ticket does not collect on a citation that is delinquent, the City does not owe this fee ∑Notices will be sent via 1st Class Mail, and Data Ticket will be responsible for the cost incurred and all customer service and payment entry Franchise Tax Board Processing: (Optional) SSN Look-up: $2.00 per SSN from $5.00 ∑This fee will be assessed to lookup a social security number associated with a registered owner and address ∑This charge is charged per unique SSN, not per citation FT B Collections: (Optional)15% of revenue collected ∑This fee is charged if a citation is paid at the Franchise Tax Board ∑This charge is not combined with any other charge ; for example, if a citation is rolled to delinquent status and paid at FTB, only the 15% of revenue collected will be charged ∑Data Ticket will send an FTB Notice to the Customer as required by the Interagency Intercept Program; this notice will be sent via 1st Class Mail and will be sent at no cost to the City ∑All notices are attached to the citation online and are viewable via the web ∑Data Ticket will pay for the City’s cost to participate in the FTB program; annually, FTB will send an invoice to the City for the number of debts placed at FTB; the City will simply provide this invoice to Data Ticket and Data Ticket will pay it in full ∑If Data Ticket does not collect on a citation that is at FTB, the City does not owe the collection fee Adjudication: Scheduling of Review, Hearing & Court Appearance – Cost to remain the same for a total of $1.50 per cite appealed: 1st Level Hold & Scanning of Review Request $0.50 per citation ∑Data Ticket will review all documentation received by the Appellant and determine whether the request received within the required timeframe ∑If the request was received within the required timeframe, Data Ticket’s Adjudication Department will place the citation on an Administrative Review Request Hold and scan all received documentation into the Citation Management Solution where it is displayed on the web for the City’s Staff ∑If the request is received outside the required timeframe, the City will have the option to proceed as though the request was received within the timeframe or it may elect to have Data Ticket send a “time expired letter” rejecting the appeal Disposition and Schedule Letters $1.00 per letter ∑Data Ticket will send a custom disposition letter to the Appellant via 1st Class Mail ∑All letters are attached to the citation online and are viewable via the web 38/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 3 | P a g e 2nd Level Hearing Hold, Scanning and Scheduling of Hearing $0.50 per citation ∑Data Ticket will review all documentation received by the Appellant and determine whether the request received within the required timeframe ∑If the request was received within the required timeframe, Data Ticket’s Adjudication Department will place the citation on an Administrative Hearing Request Hold and scan all received documentation into the Solution where it is displayed on the web for the City’s Staff and the Hearing Officer ∑If the request is received outside the required timeframe, the City will have the option to proceed as though the request was received within the timeframe or it may elect to have Data Ticket send a “time expired letter” rejecting the appeal ∑Data Ticket will work with the designated Hearing Officer to schedule the Hearing based on either a pre-determined schedule or an ad hoc basis, depending on the City’s schedule 2nd Level Hearings Performed (Optional)$85.00 per hour ∑Data Ticket’s independent, certified, insured hearing officers will be provided to the City to perform in-person and written hearings ∑Each hearing request will be reviewed, heard or read and all required research will be performed ∑The Hearing Officer will enter a judgment into the Citation Processing System for viewing by the City, Appellant and Data Ticket ∑Hearings will be scheduled ∑The City will incur costs associated with mileage as defined by Federal guidelines ∑Data Ticket will work with the City to arrange for the use of a conference room at an City location or the City may elect to have citations heard at a centralized location within the County Assembly Bill 503 Changes With many of our Agencies focused on the implementation of AB 503, a significant concern is the impact it may have on City’s Staff’s time and responsibilities. Given this, we have offered to accept and review all payment plan requests for persons claiming indigency. This new process includes the acceptance of documentation via the web and US Mail, the review of this documentation and the scanning of all the documentation and attachment to the citation to which it applies. Based on each City’s unique business rules, Data Ticket will either accept or deny each request and then proceed to setup the payment plan or issue a letter of denial with a reason for the denial. The costs for these services are provided below: Acceptance and Scanning of Indigent Payment Plan Requests (Approval/Denial by Data Ticket)$5.00 per request AND Indigent Payment Plan/Denial Letters $0.85 per letter 39/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 4 | P a g e Refunds (Optional)$3.50 per issued instance ∑Data Ticket will process refunds when notified by the City ∑In the event the City utilizes Joint Banking, Data Ticket will verify, generate and send each refund due when notified by the bank ∑Refunds will be issued weekly ∑Refunds will be sent via 1st Class Mail Credit Card Processing Fee $3.50 per transaction charged to the Citizen ∑This fee will be charged to the citizen when the citizen pays with a credit / debit card online, via the IVR Solution, via a Customer Service Representative or via a mail in credit / debit card option. ∑No fee will be charged to the City Monthly Minimum $200.00 ∑A minimum fee of $200.00 will be charged on a monthly basis if services do not reach this level (not inclusive of the Joint/Escrow Banking Services fee) Services Included in the Above Costs: Online Access for the City’s Customers:Included The City’s Customers will have the ability to perform the following functions online: ∑View real-time citation(s) data ∑Pay for a single or many citation(s) ∑Request a 1st Level Administrative Review and attach up to nine documents supporting their position ∑Request a 2nd Level Administrative Hearing Request and attach up to nine documents supporting their position ∑Print a receipt ∑View pictures of the citation taken by the issuing officer (if the City allows) Online Access for the City’s Staff:Included Access to the City’s data is based on unique usernames and passwords assigned to each individual who requires access to the system. Data Ticket does not limit the number of individuals who have access to the system and the number and types of access can change at any point with a simple email request to Data Ticket. Our Solution is setup to maintain a complete audit trail for each and every transaction in the system, therefore, the username is displayed next to every transaction in the system, indicating who performed the transaction and when. Dependent on the access rights provided to each City Staff member, the following capabilities are available: ∑View real-time citation(s) data, including pictures taken by the Issuing Officer ∑Accept payment via VISA, MasterCard, Discover and American Express credit/debit cards ∑Accept payment via Cash, Check or Money Order 40/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 5 | P a g e ∑Process NSFs, Chargebacks and Refunds ∑Reduce or increase violation amounts, dismiss citations, void citations and place citations on hold ∑Change citation data, including violations, date, time, plate, location, comments, make, model, color, registration expiration date and others ∑Perform Administrative Reviews online by entering the disposition directly online ∑Generate a time expired or letter of non-responsibility for a citation in the adjudication process ∑View the complete reason for the Review Request and supporting documentation provided by the Appellant directly online ∑Edit Appellant information ∑Upload disposition documents sent to the City via US Mail ∑Add a note to a citation and see all comments added to the citation ∑View the reason for the 2nd Level Administrative Hearing Request online and view the supporting documentation provided by the Appellant, directly online ∑Print a receipt with or without registered owner information Reporting:Included ∑Data Ticket offers 24 reports online for our Clients to generate, print and re-print 24/7. We provide real-time reports that can be generated for any timeframe required and we provide pre-processed/month-end reports that reflect the month-end view of data. ∑All reports are available online and because we do not purge data unless specifically requested to do so by a Client, the data is available as long as the City is a Client. ∑All reports are generated in HTML so our Clients can copy and paste the data into Excel for data manipulation purposes. ∑If the City were to request a report that was not already available using the standard reports or report generator, Data Ticket would work with the City to design the report and provide it to the City at no cost. Manual Payment Processing:Included ∑Manually received payments (checks, cash, money orders and credit card payments sent via US Mail) are received at our PO Box in Newport Beach where a bonded and insured courier picks up the mail daily and delivers it to our Newport Beach office ∑On-site Mail Department opens, sorts and batches the payments before providing them to our on-site Data Entry Department ∑After double-blind entry of each payment, the citations are updated by our Quality Assurance team ∑Payments are then provided to our Accounting Department where daily deposit slips are completed and provided to a bonded, insured courier who takes them to the bank Registered Owner Information:Included ∑Registered owner information for all citations issued on California license plates ∑Turnaround time for acquisition of California registered owner information is same day 41/252 Exhibit B Data Ticket, Inc. City of Chino Hills Irvine, CA Parking Citation Processing O: 949-428-7241 Fee Schedule 6 | P a g e ∑Registered owner information for all citations issued on out of state license plates ∑Data Ticket is a recognized Strategic Partner with NLETs and has access to re gistered owner information nationwide real-time through NLETs service ∑Access to this system requires the use of the City’s ORI for tracking purposes only; Data Ticket will utilize its own ORI for actually acquiring the out of state RO data CA DMV Holds and Releases:Included ∑California DMV Holds and Release performed daily via an online connection ∑Holds and releases can also be performed real-time, upon request ∑Citation amounts placed on hold are updated daily in the event a partial payment is m ade Customer Service:Included ∑Data Ticket provides a live, bi-lingual, on-site Customer Service Department that is fully trained to answer questions related to citation issuance, payment, adjudication, fix-it tickets, sign-offs, FTB, advanced credit reporting collections and more ∑All calls are recorded to quality assurance and recordings can be sent to the City at any time for review ∑Data Ticket’s IVR is bi-lingual and accessible via several toll-free numbers; the IVR provides real-time information to the caller regarding current status, including the amount due ∑The IVR accepts VISA, MasterCard, Discover, and American Express Web Presence:Included ∑Data Ticket’s Solution is 100% web-based and Section 508 Compliant and is provided at: www.CitationProcessingCenter.com ; this is a generic website in the sense that it is not City branded. This website allows for the City and the City’s Customers to access citations online ∑If the City prefers to have a City branded website, one in which the look and fe el mimics that of the City’s website, Data Ticket can and will provide this feature to the City. Cost Increases: Postal Rate Increase Offset –If postal rates increase during the term of the agreement, fees to DTI shall be raised immediately to offset the effect of the actual postal rate increase. CPI Increases – There will be NO CPI increases for the duration of the agreement. 42/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 1 | P a g e For Administrative Citations, the City of Chino Hills has chosen to use Option 2 as presented below, and can choose to change options at the beginning of any new billing cycle. Fee Description Administrative Citation Processing Fee Option 1 Administrative Citation Processing Fee Option 2 Citation Processing and Collections Manual Citation Processing $15.00 from 20% of collections or $10.00 if uncollected $5.00 Electronic Citation Processing $13.00 from 20% of collections or $10.00 if uncollected $3.00 1st Notice Sent No charge $0.75 Delinquent Collections No charge 28%* of paid amount Franchise Tax Board Processing - SSN Look-up $2.00 per unique SSN from $5.00 $2.00 per unique SSN from $5.00 FTB Collections 15% of paid amount 15% of paid amount Credit Reporting Collections Legal Action Not Required 30% of paid amount 30% of paid amount Adjudication Services Adjudication Hold & Scanning of Documentation No charge – from $1.50 for the Hearing/Entry & Disposition and Letters $0.50 Disposition Entry No charge $1.00 Disposition Letters No charge $1.25 Hearing Schedule Letters No charge $1.25 Hearing Performance $85.00 / hr - Optional $85.00 / hr - Optional *Assessed at Citation Date + 60 Days To further provide definition surrounding each line item, we have provided additional details below and on the following pages. Monthly Minimum: ∑A minimum fee of $200.00 will be charged on a monthly basis if services do not reach this level Manual and Electronic Administrative Citation Processing: 43/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 2 | P a g e Services for the above-mentioned items include: ∑Data entry of manually written citations performed within 48 hours of receipt ∑Quality assurance verification of manually entered citations ∑Scanning of all manually written citations onto our network for storage and ease of retrieval ∑Bi-monthly shredding of manually written citations ∑Electronic transfer of all electronically written citations, recordings, videos and photographs 1st Notice Cost: Services for the above-mentioned item include: ∑Semi-custom Notice that is printed on an 8 ½ x 11” piece of paper with a perforated tear-of payment stub provided in a window envelope sent to the registered owner of a vehicle ∑All notices are attached to the citation online and are viewable via the web ∑All notices sent via 1st Class Mail ∑All notices include a return envelope in which the responsible party may submit payment ∑This charge is only incurred if the individual does not pay within 90 days Delinquent Collections: ∑This fee will be assessed when a citation is sixty (60) days past the citation issue date, assuming a first notice has been sent to the registered owner and the citation is not on hold for any reason ∑Three Delinquent Notices will be sent to the registered owner at no cost to the City ∑All notices are sent via First Class mail and all notices are printed on an 8 ½ x 11” sheet of paper and folded into a window envelope; in addition, a window envelope is provided for the recipient to return payment ∑All notices are attached to the citation online and are viewable via the web ∑If Data Ticket does not collect on a citation that is delinquent, the Agency does not owe this fee ∑Notices will be sent via 1st Class Mail, and Data Ticket will be responsible for the cost incurred and all customer service and payment entry Franchise Tax Board Processing: SSN Look-up ∑This fee will be assessed to lookup a social security number associated with a particular responsible party and address ∑This charge is charged per unique SSN, not per citation FTB Collections ∑This fee is charged if a citation is paid at the Franchise Tax Board 44/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 3 | P a g e ∑This charge is not combined with any other charge; for example, if a citation is rolled to delinquent status and paid at FTB, only the 15% of revenue collected will be charged ∑Data Ticket will send an FTB Notice to the Customer as required by the Interagency Intercept Program; this notice will be sent via 1st Class Mail at no additional cost to the City ∑All notices are attached to the citation online and are viewable via the web ∑Data Ticket will pay for the Agency’s cost to participate in the FTB program; annually, FTB will send an invoice to the Agency for the number of debts placed at FTB; the Agency will simply provide this invoice to Data Ticket and Data Ticket will pay it in full ∑If Data Ticket does not collect on a citation that is at FTB, the Agency does not ow e the collection fee Credit Reporting Collections ∑This fee is charged if a citation is paid at Advanced Credit Reporting Collections ∑This charge is not combined with any other charge; for example, if a citation is rolled to delinquent status and paid at Credit Reporting Collections, only the 23% of revenue collected will be charged 2nd Level Hearing Hold, Scanning and Scheduling of Hearing ∑Data Ticket will review all documentation received by the Appellant and determine whether the request received within the required timeframe ∑If the request was received within the required timeframe, Data Ticket’s Adjudication Department will place the citation on an Administrative Hearing Request Hold and scan all received documentation into the Solution where it is displayed on the web for the Agency’s Staff and the Hearing Officer ∑If the request is received outside the required timeframe, the Agency will have the option to proceed as though the request was received within the timeframe or it may elect to have Data Ticket send a “time expired letter” rejecting the appeal ∑Data Ticket will work with the designated Hearing Officer to schedule the Hearing based on either a pre-determined schedule or an ad hoc basis, depending on the Agency’s schedule 2nd Level Hearing Schedule & Disposition Letters ∑Data Ticket will send a custom disposition letter to the Appellant via 1 st Class Mail ∑All letters are attached to the citation online and are viewable via the web ∑Disposition letters will be sent Monday – Friday 2nd Level Hearing Disposition ∑Data Ticket’s independent, certified, insured hearing officers will be provided to the to perform in-person, phone and written hearings ∑Each hearing request will be reviewed, heard or read and all required research will be performed 45/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 4 | P a g e ∑The Hearing Officer will enter a judgment into the Citation Processing System for viewing by the Agency, Appellant and Data Ticket ∑Hearings will be scheduled ∑The Agency will incur costs associated with mileage as defined by Federal guidelines ∑Data Ticket will work with the Agency to arrange for the use of a conference room at an Agency location or the Agency may elect to have citations heard at a centralized location within the County Online Access for the Agency’s Customers:Included The Agency’s Customers will have the ability to perform the following functions online: ∑View real-time citation(s) data ∑Pay for a single or many citation(s) ∑Request a Hearing online and attach up to 3 supporting documents ∑Print a receipt ∑View pictures of the citation taken by the issuing officer (if the Agency allows) Online Access for the Agency’s Staff:Included Access to the Agency’s data is based on unique usernames and passwords assigned to everyone who requires access to the system. Data Ticket does not limit the number of individuals who have access to the system and the number and types of access can change at any point with a simple email request to Data Ticket. Our Solution is setup to maintain a complete audit trail for each transaction in the system so that the username is displayed next to every transaction in the system, indicating who performed the transaction and when. Dependent on the access rights provided to each Agency Staff member, the following capabilities are available: ∑View real-time citation(s) data, including pictures taken by the Issuing Officer ∑Accept payment via VISA, MasterCard, Discover and American Express credit/debit cards ∑Accept payment via Cash, Check or Money Order ∑Process NSFs, Charge-backs and Refunds ∑Reduce or increase violation amounts, dismiss citations, void citations and place a citation on hold ∑Change citation data, including violations, date, time, location, comments, and others ∑Generate a time expired or letter of non-responsibility for a citation in the adjudication process ∑View the complete reason for the Hearing Request and supporting documentation provided by the Appellant directly online ∑Edit Appellant information ∑Upload disposition documents sent to the Agency via US Mail 46/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 5 | P a g e ∑Add a note to a citation and see all comments added to the citation ∑View the reason for the 2nd Level Administrative Hearing Request online and view the supporting documentation provided by the Appellant, directly online ∑Print a receipt with or without responsible party information Reporting:Included ∑Data Ticket offers 24 reports online for our Clients to generate, print and re-print 24/7. We provide real-time reports that can be generated for any timeframe required and we provide pre-processed/month-end reports that reflect the month-end view of data. ∑All reports are available online and because we do not purge data unless specifically requested to do so by a Client, the data is available if the Agency is a Client. ∑All reports are generated in HTML so our Clients can copy and paste the data into Excel for data manipulation purposes. ∑Report Generator capabilities that provide City Personnel with the ability to create, save, share and print custom reports at any time for any time frame. ∑If the Agency were to request a report that was not already available, Data Ticket would work with the Agency to design the report and provide it to the Agency at no cost. Manual Payment Processing:Included ∑Manually received payments (checks, cash, money orders and credit card payments sent via US Mail) are received at our PO Box in Newport Beach where a bonded and insured courier picks up the mail daily and delivers it to our Newport Beach office ∑On-site Mail Department opens, sorts and batches the payments before providing them to our on-site Data Entry Department ∑After double-blind entry of each payment, the citations are updated by our Quality Assurance team ∑Payments are then provided to our Accounting Department where daily deposit slips are completed and provided to a bonded, insured courier who takes them to the bank Refunds Included ∑Data Ticket will process refunds when notified of each by the Agency ∑In the event the Agency utilizes Joint Banking, Data Ticket will verify, generate and send each refund due ∑Refunds will be issued weekly ∑Refunds will be sent via 1st Class Mail Customer Service:Included ∑Data Ticket provides a live, bi-lingual, on-site Customer Service Department that is fully trained to answer questions related to citation issuance, payment, adjudication, FTB, advanced credit reporting collections and more 47/252 “Exhibit C” Data Ticket, Inc. City of Chino Hills Irvine, CA Administrative Citation Processing O: 949 428-7241 Fee Schedule 6 | P a g e ∑All calls are recorded to quality assurance and recordings can be sent to the Agency at any time for review ∑Data Ticket’s IVR is bi-lingual and accessible via several toll-free numbers; the IVR provides real-time information to the caller regarding current status, including the amount due ∑The IVR accepts VISA, MasterCard, Discover, and American Express Web Presence:Included ∑Data Ticket’s Solution is 100% web-based and Section 508 Compliant and is provided at: www.CitationProcessingCenter.com; this is a generic website in the sense that it is not Agency branded. This website allows for the Agency and the Agency’s Customers to access citations online ∑If the Agency prefers an Agency branded website, one in which the look and feel mimics that of the Agency’s website, Data Ticket can and will provide this feature to the Agency Cost Increases: Postal Rate Increase Offset –If postal rates increase during the term of the agreement, fees to DTI shall be raised immediately to offset the effect of the actual postal rate increase. CPI Increases – There will be NO CPI increases for the duration of the agreement. 48/252