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46 <br />INFORMATIONAL MEMO <br />Page 2 <br />processing. Over time, CentralSquare reports a frequent 40% to 80% reduction in applicable <br />false alarms as a result of their services. <br />Once the program has started, false alarms will be processed daily based on isolated data from <br />Valley Communications. CentralSquare will automatically generate notices of false alarm <br />events and will calculate fees and charges based on Tukwila's fee schedule and alarm <br />ordinance. CentralSquare provides secure web -based access for community members who <br />have received a false alarm notice. This Tukwila -branded web portal is available for users to <br />review alarm program requirements, update alarm system information, pay alarm fees and <br />fines, and to review documentation such as Frequently Asked Questions, Appeals Guidelines, <br />and False Alarm Prevention Tips. <br />CentralSquare will also provide the Tukwila community with telephone support (available <br />Monday through Friday, 9:OOam to 5:OOpm) and web support (available 24/7). Via this service, <br />community members can communicate with a knowledgeable Central Square representative to <br />ask about their account or to gain additional information. The customer support center provides <br />language support for 175 spoken languages and accommodates the hearing impaired through <br />email, text relay, video relay, and TTY formats. To ensure comfort and consistency, <br />CentralSquare's program is designed to separate Tukwila's correspondence and calls received <br />from other government clients by providing a dedicated mailing address and toll-free support <br />telephone number. Payments will be processed by a commercial bank -operated payment <br />processing facility. <br />Mailed -in payments will utilize an FDIC -insured, bank -operated lockbox to ensure GAAP - <br />recommended separation of duties so that the personnel that generates invoices is not the <br />same person that processes invoice payments. <br />Designated Tukwila staff will also have access to an alarm billing and tracking database that <br />offers expanded search and review capabilities, the ability to accommodate walk-in cashiering <br />payments, and access to additional financial and statistical reports. All this data is provided via <br />a secure, encrypted TLS certified access point. <br />CentralSquare subjects its CryWolf product to annual Service Organization Control audits <br />performed by an independent CPA firm. The results of these audits will be made available to <br />Tukwila annually and include: <br />• Alarm management internal controls <br />• Financial billing and collections <br />• Administrative processes <br />• Data and cyber security <br />To assuage community members' concerns regarding this change in program administration, <br />Tukwila Public Safety is working with CentralSquare on a marketing campaign that will include <br />the following: <br />1. Pamphlets for officers to leave on properties where a false alarm was investigated, <br />advising tenants of their response and the change in program administration <br />2. Advisements on social media (FaceBook, Twitter, NextDoor, etc) alerting followers of the <br />change <br />3. Other articles and postings as deemed appropriate by the Department <br />The Police Department and CentralSquare expect the new program to go live in December <br />2022.. <br />https://tukwilawa.sharepoint.com/sites/mayorsoffice/cc/Council Agenda Items/Police/False Alarm Reduction Program Informational Memorandum.docx <br />