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1 <br /> CITY OF SANTA ANA <br /> EXHIBIT I <br /> SCOPE OF SERVICES <br /> Revenue collection services for unpaid and delinquent accounts receivables will include: <br /> • Collection of miscellaneous delinquent accounts receivable items where customers have not paid for <br /> services or charges from the City (e.g. Third-Party Liability Billing, Business License Delinquent <br /> Accounts, Municipal Utility Services Delinquent Accounts, Dog License Delinquent Accounts, etc.). <br /> • Collection on delinquent Administrative Citations where members of the public have not paid for <br /> citation(s) issued due to a code violation within the City limits. <br /> • Administrative Citations and/or Unpaid City Taxes and Fees associated with Cannabis Accounts <br /> • Collection of delinquent paramedic and ambulance ground emergency medical transportation service <br /> charges. <br /> • Collection of other debts, charges, or monies owed to the City by members of the public and current <br /> or previous employees or officials of the City <br /> Requirements: The exact range and extent of services is subject to negotiation, but at a minimum must <br /> include professional services and dedicated personnel to perform the following scope of services: <br /> 1. Firm shall provide collection services for debts owed to the City for Delinquent Billing. <br /> 2. Firm shall designate a manager for the City's account who will be the City's primary contact with the <br /> Firm. <br /> 3. City and/or City's contracted third party vendor shall submit delinquent accounts for collection via e- <br /> mail or electronic filing. Firm shall provide acknowledgement within five (5) business days of account <br /> placement. <br /> 4. City shall provide documentation to firm for each account, including name, any available customer <br /> information, last known address, account number, and balance due. <br /> 5. Firm shall make a minimum of two (2) written or telephone contacts for each account (unless the <br /> account clears sooner) within forty-five (45) days of receipt of account. <br /> 6. Firm shall discuss their recommended use of skip tracing on delinquent accounts. Firm must provide <br /> a description of the specific tools used to conduct skip tracing. <br /> 7. Firm shall maintain complete records of each account referred by the City, including all <br /> correspondence, documents, account records, transactions and a detailed log of all collection efforts <br /> of actions. These records shall be retained for a minimum of three (3) years after termination of <br /> collection actions on each account. <br /> 8. The firm should be able to provide a detailed action plan outlining its backup and disaster recovery <br /> procedures for servers containing debtor data, ensuring data integrity, security, and business <br /> continuity in the event of a disaster. <br /> 9. Firm shall provide to the City a monthly report on the status of each account including: account <br /> number, customer name, the amount received, the balance due and date of last payment, and the <br /> actions taken on the account. Firm should immediately advise the City of any account that is paid in <br /> City of Santa Ana RFP No.25-040 Page 16 of 33 <br />