Solutions

CITATION Processing

Citation Services provides a Customer Call Support Center, staffed by courteous, professional agents, specially trained on parking issues. Parkers access the Call Center via a toll-free phone number, and agents customize the inbound call scripts for each customer. Agents provide information on general policies and procedures, including handling parker complaints, explaining the adjudication process, and researching basic parker inquiries. Agents can also answer specific questions about citations, and can accept payment over the phone via a real-time interface. Citation Services agents understand the importance of a protecting customer reputation, and providing a positive parker experience.

Citation processing includes data entry for handwritten citations, processing mailed payments, lockbox services available in California, returned mail processing, and adjudication process.

Registered Owner Retrieval

Citation Services works with DMVs to obtain registered owner name and address information for outstanding citations. Retrieval of Vehicle Registrations (RoVR), T2's registered owner look-up service, allows customers to locate individuals responsible for unpaid parking tickets. The system can identify vehicle owners from nearly all 50 states, excluding Hawaii, Oregon, Pennsylvania, and Utah, and the District of Columbia. RoVR reduces manual processes and errors, by automatically updating owner, addresses, and vehicle records when information is returned.

Letter Fulfillment

With Letter Processing, Citation Services agents take responsibility for sending letter correspondence to customers. This includes generating, printing, and mailing delinquent parking violation notices, as well as any follow-up letters. Citation Services offers daily or weekly letter services to create steady and predictable cash flows.  

Letters are customized to look like they come directly from the customer. Agents send letters via first-class mail, with a return envelope and tear-off payment stub for processing. Citation Services can provide letter services that meet the needs and pace of any parking operation.

Payment Gateway

Citation Services offers payment processing, available via both an internet payment gateway and interactive voice response solution, for both citation payments and permit purchases. 

Collections

As a licensed collection agency, Citation Collection Services offers Third party, FDCPA (Fair Debt Collection Practices Act) compliant letter services and outbound/inbound call center services. Citation Services works with customers to establish best practices, escalation points, and expectations to fit specific needs.

Citation Services performs outbound collection calls following all state and federal laws. Citation Services’ experienced agents provide excellent customer service to customers and parkers. The team takes a non-confrontational, professional approach that reflects positively on a customer’s organization. Citation Services’ systematic, consistent, and efficient processes allow for a collection rate significantly higher than industry average. 

Citation Services provides skip tracing with access to several skip tracing databases, allowing agents to receive the most current address and telephone information for responsible parties. Citation Services has the ability to securely store sensitive information. Citation Services participates in several state debt tax set off programs across the United States and can submit claims on a customer’s behalf.