C23803013_Exhibit_B,_Attachment_1.docx

California Department of Parks and Recreation

Request for Proposal C23803013 For Law Enforcement and Emergency Services Division Parking Citation Processing and Collection Services

Exhibit B, Attachment 1, Processing Fee Cost Proposal

March 2023

Processing Fee Cost Proposal

1. Manual Processing Fee, per parking citation:

COST PROPOSAL

Manual Parking Citation Processing:

· 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

The Cost Proposal shall pertain to and include all processing services itemized below for citations issued manually (handwritten) or by Handheld Ticket Writers (digital devices), as follows:

Courtesy Notice:

· Semi-custom Courtesy Notice that is printed on 8 ½ “ x 11” paper with a perforated tear-off 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 will be sent via 1st Class Mail

· All notices include a return envelope in which the responsible party may submit payment

Out-of-State Collections:

· Contractor shall be a recognized Strategic Partner with NLETs and be able to utilize DPR’s and the Contractor’s ORI, or

· Contractor will utilize individual State DMVs for direct access to registered owner information

Delinquent Collections:

· 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 DPR

· All notices are sent via 1st Class Mail and all notices are printed on 8 ½” x 11” paper with a perforated tear-off payment stub provided in a window envelope

· Contractor will be responsible for the cost incurred for notices being sent via 1st Class Mail, and for all customer services and payment entry

· All notices are attached to the citation online and are viewable via the web

· If Contractor does not collect on a citation that is delinquent, DPR does not owe this fee

Franchise Tax Board Processing SSN Look-Up:

· Contractor will obtain a Social Security Number associated with a registered owner and address

FTB Collections:

· 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 the FTB, only 15% of revenue collected will be charged

· Contractor 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 DPR

· All notices are attached to the citation online and are viewable via the web

· Contractor will pay for the DPR’s cost to participate in the FTB program; annually, FTB will send an invoice the DPR for the number of debts placed at FTB; the DPR will provide this invoice to the Contractor and Contractor will pay it in full

· If the Contractor does not collect on a citation that is at FTB, the DPR does not owe the collection fee

Adjudication:

1st Level Hold & Scanning of Review Request

· The contractor will review all documentation received by the Appellant and determine whether the request was received within the required timeframe

· If the request was received within the required timeframe, the Contractor’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 DPR Staff

· If the request is received outside of the required timeframe, the DPR will have the option to proceed as though the request was received within the timeframe or it may elect to have the Contractor send a “time expired letter” rejecting the appeal Disposition and Schedule Letters

· The Contractor will send a custom disposition letter to the Appellant via 1st Class Mail

· All letters will be attached to the citation online and must be viewable on the web 2nd Level Hearing Hold, Scanning and Scheduling of Hearing

· The Contractor will review all documentation received by the Appellant and determine whether the request was received within the required timeframe

· If the request was received within the required timeframe, the Contractor’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 DPR Staff and the Hearing Officer

· If the request is received outside of the required timeframe, the DPR will have the option to proceed as though the request was received within the timeframe or it may elect to have the Contractor send a “time expired letter” rejecting the appeal

· The contractor 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 DPR’s schedule 2nd Level Hearings Performed

· The Contractor’s independent, certified, insured Hearing Officers will be provided to perform in-person, phone 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 judgement into the Citation Processing System for viewing by DPR, the Appellant, and the Contractor

Credit/Debit Card Processing Fee:

· The Contractor may charge a convenience fee to the Citee when the Citee pays with a credit/debit card, regardless of what method the Citee elects to pay the citation (i.e. online, mail, Customer Service Representative, etc.)

· No fee will be charged to DPR

· This fee option has no determining value on the outcome of the successful Proposer The DPR hall allow the Contractor to institute a convenience fee for citations that are paid by credit/debit card. However, the Proposer must provide the fee rate with substantiation for said fee, detaining the reasonableness and cost structure for the fee, Exhibit V. The DPR has an obligation to the public we serve and towards that end this issue may be negotiable if the DPR determines the fee structure is not judicious and paces an unfair burden on the Citee.

Services Included in the Above Costs:

Online Access for DPR Customers:

The DPR’s Customers will have the ability to perform the following functions online:

· View real-time citation(s) data

· Pay for a single or multiple citation(s)

· Request a 1st Level Administrative Review and attach up to three (3) documents supporting their position

· Request a 2nd Level Administrative Hearing and attach up to three (3) documents supporting their position

· Print a receipt

Online Access for DPR Staff:

Access to the DPR;s data is based on unique usernames and passwords assigned to everyone who requires access to the system. There will be no limit to the number of individuals who have access to the system and the number and types of access can change throughout the duration of the agreement.

The Contractor’s Website Solution shall be designed to maintain a complete audit trail for each 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 DPR Staff Member, the following capabilities are available:

· View real-time citation(s) information, 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, Chargebacks and Refunds

· Reduce or increase violation amounts, dismiss citations, void citations and place citations on hold

· Change citation information including, but not limited to: violations, date, time, license plate number, location, comments, make, model, color, registration expiration date

· 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 DPR 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

· Print a receipt with or without registered owner information Reporting

· The Contractor shall provide all reports online as described in the RFP, to enable the DPR to generate, print and re-print 24/7. Contractor will provide real-time reports that can be generated for any timeframe required and provide pre-processed/month-end reports that reflect the month-end view of data

· All reports shall be generated in HTML to enable the DPR to copy and paste the data into Excel for data manipulation purposes

· Upon the request of DPR, create a report that is not already available using the standard reports or report generator, used by the contractor, the Contractor and DPR shall work together to design the report and provide at no additional cost to DPR.

Manual Payment Processing Manually received payments (cash, check, money order and credit card payment sent via US Mail): Contractor must have a secured mailing location/address for Citees to mail in manual payments. Upon receipt of said payments at the designated mailing address, if transport is required to another office or depository location, the contractor must have a bonded and insured courier transporter

· Payment Data Entry – It is desirable that the Contractor shall have a double-blind entry process for each payment and verified by either an Accounting Department or quality assurance unit

· Bank Deposits – Contractor shall complete daily bank deposit slips (provided by DPR). Deposits shall be transported to the bank by a bonded and insured courier.

Registered Owner Information

· Registered Owner information for all citations issued on California license plates

· Registered Owner information for all citations issued on out of state license plates

· Contractor shall be a recognized Strategic Partner with NLETs and shall have access to registered owner information nationwide real-time through NLETs service CA DMV Holds and Releases

· California DMV Holds and Release performed daily via an online connection

· Perform real-time holds and releases upon request by the DPR

· Citation amounts placed on hold are updated daily in the event a partial payment is made Citee Service

· 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 for quality assurance and recordings can be sent to the DPR at any time for review

· Contractor’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 amount due

· The IVE accepts VISA, MasterCard, Discover, and American Express Web Presence

· Contractor’s Solution is 100% web-based and complies with California Government Code Section 508 of the Rehabilitation Act of 1973, as amended (29 U.S.C. 794d) and is maintained as a generic website in the sense that it is not DPR branded. This website allows for the DPR and DPR’s Citees to access citations online image1.jpeg image2.png