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May 13, 2021 Page 3 of 11 <br />2.Functionality <br />This section details the functionality of each application included in Relay. All functions and features <br />are dependent upon the accessibility of the Santa Ana’s S&S EnQuesta application database to <br />provide the given Utility data to Relay. <br />2.1. The Relay Platform <br />Santa Ana’s solution will run on Selectron’s Relay platform. Relay is a multi-channel, <br />multi-agency platform that is designed to connect customers, constituents, and field <br />workers to government agencies and utilities. Relay offers interactive voice response <br />(IVR), web, mobile, outbound, call center agent, and field worker capabilities all in a <br />single platform. <br />The following sections detail the functionality that will be implemented for Santa Ana. <br />Additional channels, applications, and integrations that are not specified in this SOW are <br />not included, but may be able to be added to the system under a supplemental <br />statement of work. Please contact your Selectron representative for more details for <br />additional functionality. <br />2.1.1. Application Packs and Channels <br />Santa Ana’s solution includes the following application pack and channels: <br />•Application packs: <br />o Utility Pack <br />•Channels: <br />o IVR <br />2.2. Utility Pack <br />Santa Ana will be configured with the Utility Pack. The Utility Pack offers Santa Ana’s <br />customers with a central point of access for account management and payments. <br />Citizens will be able to enter an account number or phone number and access account <br />data and activities, including: <br />•Current balance owed <br />•Last billing date and amount (up to last 6) <br />•Last payment date and amount (up to last 6) <br />•Next billing date <br />•Payment Processing – Credit Card and E-Check <br />•Partial Payments Acceptance (if desired) <br />All account information is made available through an API to the S&S EnQuesta <br />application database. For any of the features detailed below to function as described, <br />data must be available in this database to be presented to users.