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May 13, 2021 Page 3 of 14 <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 Santa Ana’s relevant Application Databases to provide the <br />relevant data to Relay for each IVR application. A Standard Application Database is defined as an <br />Application Database that exposes the needed data and transaction business rules via an Application <br />Programming Interface (API). The City of Santa Ana is responsible for contacting the Application <br />Database vendors for API availability/pricing. All functionality listed in this Statement of Work is <br />contingent on the accessibility of the data and business logic from the application database via an <br />API. <br />2.1. The Relay Platform <br />Santa Ana’s solution is powered by 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 Permits Pack <br />o Dog Licensing Application <br />o Business Licensing Application <br />•Channels: <br />o IVR <br />o Outbound <br />2.2. Permits Pack <br />Santa Ana will be configured with the Relay Permits Pack. The Permits Pack offers Santa <br />Ana’s customers with a central point of access for permit information and services. <br />Callers will be able to enter a permit number and perform the following actions: <br />•Contractor Menu <br />o Access inspection results <br />o Permit based messaging <br />Trusted Solutions. <br />Real Value.