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Merit Appeals Board <br />November 19, 2021 <br />MR. BENNER: So, I have somebody that called me and they were calling on an anonymous <br />basis. And it was just somebody who wanted to find out about exceptions to towing vehicles. <br />They'd already met their maximum two, and wanted additional vehicles towed. And we field <br />calls like that in our office all the time and wanting to find out if there's any sort of audit <br />function that that fits. <br />So, yes, we plan to spend a lot of our time in connecting them with the right parties. And if <br />there's a lower level—if it is a grievance but it's a grievance that, perhaps, they haven't followed <br />the correct path, we hope to vet those things as well and make sure that those things have been <br />followed without being dissuading to us taking action on a potential investigation. <br />CHR. CABANAS: So, as people call you now—caller ID works, right? <br />MR. BENNER: It does. Yes. <br />CHR. CABANAS: So, when you establish another hotline, separate line, dedicated line no <br />caller ID? <br />MR. BENNER: Yeah. So, actually, we have a service that I've signed up with that rather than a <br />flat fee, like some of the other software's we were looking at—it bills only based on the <br />connected minutes associated with the line. And then, that allows us to design call campaigns, <br />trunks, dialing options that we can feed that through. And through that, we gain additional <br />functionality in how we can control how those calls come into us. <br />So, we're looking to use that service, if our phone provider can't do it themselves to mask the <br />phone number before it comes in. <br />CHR. CABANAS: Okay. Thank you. Anyone else? Mr. Kunz. <br />MR. KUNZ: Yeah, Mr. Benner, I just wanted to make one comment. Would you say that the <br />first year of this going live and proofing it, is part of the marketing campaign? <br />MR. BENNER: Yeah, absolutely. <br />MR. KUNZ: Yeah. <br />MR. BENNER: And it's going to be—what we would expect is that there's going to be a pretty <br />large growth curve in the beginning where people are figuring it out. They're familiarizing <br />themselves with it. <br />And then, as it starts to get into some maturity and we've dealt with some of those scenarios, <br />perhaps, in duplicate then we're going to get more efficient at directing them, those calls are <br />going to get better, we're going to understand how to deal with those more expeditiously. <br />So, it is something that is going to grow over time. <br />Page 27 <br />