TABLE OF CONTENTS

• Overview
• Key Benefits
  • For Violators
  • For Municipalities
• Configure the Process Appeals Page
  • Process Appeals Columns
• Appeal Workflow
  • Search & Filter Appeals
  • Assign Appeals
  • Citation & Appeal Details
  • Create a Response
  • Appeal Evidence
• Virtual Hearings
  • Create a Hearing Request
  • View, Edit, Reschedule, or Delete a Request
  • Manually Schedule Hearings
  • Automatic Schedule Hearings
• Decline Appeal with Adjustment
  • Overview
  • Instructions
• Multi-Level Appeals
  • Overview
  • Benefits
  • Instructions
  • Overrides
  • Mass Adjudication

Overview

Passport’s portal allows municipalities to manage appealed citations through a structured and transparent adjudication process. Both violators and administrators can initiate appeals, and hearings can be managed directly within the system.

Key Benefits

For Violators

• Contest citations they believe were issued incorrectly
• Submit supporting evidence (e.g., photos, documents)
• Request a hearing if needed

For Municipalities

• Review and respond to appeals
• Adjust or uphold citations
• Issue official decision letters through portal

Configure the Process Appeals Page

Process Appeals Columns

From the Configure Appeals page, users can configure the order and default sort of columns shown in the Process Appeals page. This customization helps streamline workflows and tailor the view to each team's needs.

Appeal Workflow

Search & Filter Appeals

Navigate to Enforcement > Process Appeals to view all existing appeals. Use the Search field and available Filters to narrow results. Filters include:

• Citation Number
• Name
• License Plate Number (LPN)
• Appeal Reason
• Payment Status
• Violation Type
• Citation Status
• Officer
• Citation Tag
• Zone
• Hearing Date

Use the Generate CSV or Generate PDF button to export appeal records.

Assign Appeals

You can now assign or unassign appeals to specific team members for easier queue management.

• If you have the Assign privilege, your Assignee filter will default to Unassigned
• If you do not have the Assign privilege, your Assignee filter will default to Assigned to Me

To assign an appeal:

1. Select one or more appeals from the list
2. Click Assign and choose the appropriate team member

You can process appeals directly from your own queue using the Assigned to Me filter.

Citation & Appeal Details

To view details and take action:

1. Select an appeal directly or multi-select and choose Process
2. This opens the appeal drawer, where you can now view:

• Citation Details
• Appeal Information (Reason, Description, Source)
• Scheduled Hearing Date
• History of violations for that vehicle
• Existing Appeal Evidence

Create a Response

1. Select Appeal Decision and Reason
2. (Optional) Add a written response
3. Choose an Appeal Letter Recipient
4. Use the […] menu to add/edit the offender
5. (Optional) Generate PDF of response
6. Select Submit

Appeal Evidence

Review evidence submitted by the violator directly in portal.

Virtual Hearings

Create a Hearing Request

1. Go to Enforcement > Manage Citations
2. Search and select the citation
3. From the […] menu, choose Appeal Citation
4. Set Hearing Request: Yes, select Virtual, and fill in form
5. Save the request

View, Edit, Reschedule, or Delete a Request

Manage hearing requests directly from the citation's Appeals card. Options include:

• Edit Hearing Date
• Delete Appeal
• Remove Hearing Date

Manually Schedule Hearings

Navigate to Enforcement > Schedule Hearings. Steps include:

1. Select Hearing Type (In Person / Virtual)
2. Choose Date & Time
3. Enter Max Number of Hearings to schedule
4. Apply filters if needed
5. Confirm the Schedule

Automatic Schedule Hearings

Similar to manual scheduling, but use Schedule All checkbox to schedule all citations that meet filter criteria.

Decline Appeal with Adjustment

Overview

Apply a temporary or permanent fee adjustment when declining an appeal. If unpaid by the expiration date, the citation reverts to the original balance with escalation.
Note: This feature is not compatible with multi-level appeals.

Instructions

1. Go to Enforcement > Process Appeals
2. Select citation and open Appeal Drawer
3. Set Decision and Reason to Reduced
4. Enable Adjust Citation
5. Choose Magistrate Adjustment code
6. Set Expiration Date (None, Today, or Future Date – defaults to 90 days)
7. Submit to finalize the response

Violator receives two emails: a denial letter and a temporary adjustment offer. 

Multi-Level Appeals

Overview

Allows a two-step decision process for appeals and hearings. First-level decisions can be reviewed and finalized by a second-level user (e.g., a supervisor).

Note: Privileges must be enabled and violation types must support multi-level appeals.

Benefits

• Adds internal control and review
• Allows batch acceptance of decisions at a set time

Instructions

1. Go to Enforcement > Process Appeals
2. Use filter tabs to view First Level or Second Level decisions
3. First-level users select Make First Level Decision
4. Second-level users can:

• Accept First Level Decision (final)
• Or Override Decision and submit updated ruling

Overrides

If the user has override privileges, they can update the appeal even after a first-level decision is made.

Mass Adjudication

Users with the Mass Adjudicate privilege can bulk approve first-level decisions from the Second Level tab. Steps include:

Select Mass Adjudicate

Review modal

Submit to finalize all included decisions