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CITY OF SANTA ANA Revenue collection services for unpaid and delinquent accounts receivables will include: • Collection of miscellaneous delinquent accounts receivable items where customers have not paid for services or charges from the City (e.g. Third-Party Liability Billing, Business License Delinquent Accounts, Municipal Utility Services Delinquent Accounts, Dog License Delinquent Accounts, etc.). • Collection on delinquent Administrative Citations where members of the public have not paid for citation(s) issued due to a code violation within the City limits. • Administrative Citations and/or Unpaid City Taxes and Fees associated with Cannabis Accounts • Collection of delinquent paramedic and ambulance ground emergency medical transportation service charges. • Collection of other debts, charges, or monies owed to the City by members of the public and current or previous employees or officials of the City Requirements: The exact range and extent of services is subject to negotiation, but at a minimum must include professional services and dedicated personnel to perform the following scope of services: 1. Firm shall provide collection services for debts owed to the City for Delinquent Billing. 2. Firm shall designate a manager for the City’s account who will be the City’s primary contact with the Firm. 3. City and/or City’s contracted third party vendor shall submit delinquent accounts for collection via e- mail or electronic filing. Firm shall provide acknowledgement within five (5) business days of account placement. 4. City shall provide documentation to firm for each account, including name, any available customer information, last known address, account number, and balance due. 5. Firm shall make a minimum of two (2) written or telephone contacts for each account (unless the account clears sooner) within forty-five (45) days of receipt of account. 6. Firm shall discuss their recommended use of skip tracing on delinquent accounts. Firm must provide a description of the specific tools used to conduct skip tracing. 7. Firm shall maintain complete records of each account referred by the City, including all correspondence, documents, account records, transactions and a detailed log of all collection efforts of actions. These records shall be retained for a minimum of three (3) years after termination of collection actions on each account. 8. The firm should be able to provide a detailed action plan outlining its backup and disaster recovery procedures for servers containing debtor data, ensuring data integrity, security, and business continuity in the event of a disaster. 9. Firm shall provide to the City a monthly report on the status of each account including: account number, customer name, the amount received, the balance due and date of last payment, and the actions taken on the account. Firm should immediately advise the City of any account that is paid in EXHIBIT I SCOPE OF SERVICES City of Santa Ana RFP No. 25-040 Page 16 of 33 City Council 12 – 33 8/5/2025