QUESTION AND ANSWERS FOR: # 15-17, DUE 5/15/15 RFP FOR CREDIT AND DEBIT CARD ACCEPTANCE AND THE ASSOCIATED PROCESSING SERVICES

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1 QUESTION AND ANSWERS FOR: # 15-17, DUE 5/15/15 RFP FOR CREDIT AND DEBIT CARD ACCEPTANCE AND THE ASSOCIATED PROCESSING SERVICES Are you able to provide First Billing Merchant Services/Credit Card Processing Statements? Typically we need a minimum of 3 statements for the trailing 3 months of Data. If possible, we would request 6 months of trailing data. We do not have Credit Card Processing Statements. Our vendor handles all the Merchant agreements and simply accepts payments on behalf of Greenville Utilities. The credit card payment transaction is between the customer and credit card vendor. The following is the number of credit/debit card payments our third party has processed by month on behalf of GUC Number Web Link April 3,685 2,542 March 4,282 2,794 February 3,746 2,535 January 3,215 2,379 December 3,571 2,054 November 2,368 2,060 Would GUC contemplate the implementation of a hosted IVR (pay-by-phone) platform? We would not rule out any opportunity to enhance our customers payment Would GUC contemplate the implementation of an integrated ebilling solution? We would not rule out any opportunity to enhance our customers payment Would GUC contemplate the implementation of an integrated pay-by-text solution? 1

2 We would not rule out any opportunity to enhance our customers payment Would GUC contemplate the implementation of an integrated outbound communications and payment reminder solution? We would not rule out any opportunity to enhance our customer s payment types of new solutions as staff is currently involved in a billing system conversion project to Can you please confirm the future billing system that will be implemented? We are converting to CC&B and Oracle OUCSS with a planned go live around April/May Who is your current merchant services/card processor? NCO in Jackson Michigan accepts credit and debit cards for GUC. We do not have a merchant services contract or processor. Please confirm the current channels available today for one-time, fee-based payments are Web, IVR and CSR-assisted? Current Payment Channels available today are: One Time pay from customers bank account on the web. One Time credit card payment via a link to our 3rd party credit card vendor (via a link to the third party) IVR option there is an option that transfers the customer to our 3rd party credit card vendor IVR option there is an option where the customer transfers to a CSR who then transfers the customer to the credit card vendor. This is used when the customer desires more information. What is the average number of one-time, fee-based Web payments that GUC accepts each month? NCO takes payments for GUC. They have averaged 2,563 web payments redirected from GUC per month in 2015 I would put the timeframe such as January 2015 April What is the average number of one-time, fee-based IVR payments that GUC accepts each month? NCO has averaged 3,732 telephone payments for GUC via our I do not know how many were via IVR versus live rep. However the majority are completed via the IVR. I would put the timeframe such as January 2015 April Please explain GUC s current call center payment solution? Do GUC CSRs currently take payments over the phone on behalf of your customers? If yes, what pay types are allowed and what is the consumer fee? 2

3 GUC call center representatives do not take payments over the phone. We simply transfer the call directly to NCO to complete the transaction. What is the average number of one-time, fee-based CSR assisted payments that GUC accepts each month? We do not accept payments over the telephone with our CSR staff. These are transferred directly to NCO. What is the average monthly percentage of each pay type taken by GUC? If it is possible to provide an ATM network breakdown, please do so. (e.g. IVR: VISA credit = 28%, VISA debit/atm = 34%, MasterCard = 12%, MasterCard Debit = 9%, Star ATM = 6%, NYCE ATM = 4%, Web: VISA credit = 26%, etc ). We do not have this level of detailed tracking on our reports. Would GUC be interested in adding ACH (e-check) as an available pay type for the current credit and debit card channels? We would be happy to evaluate and consider any and all payment channels or opportunities that would enhance the ways customers can pay their utility bill. Are ACH payments in scope for this RFP? If so, what is the estimated annual volume and average payment amount of GUC s ACH payments? We are not looking for a vendor to process ACH payments. Currently this is done internally as part of our normal preauthorized bank draft process and through our website as customers use our Click to Pay feature. The RFP references Call Center Services: Can you expand on what role the call center would have? Is the request for a vendor call center to take payments? To handle IVR fallout questions? For the GUC call center to have the functionality to take payments? If it is for the vendor s call center to take payments, can you please tell me the anticipated number of call center payments per month? The majority of payments made through our numbers are completed through our third parties telephone system (IVR) without assistance from a live call center representative. However as our customers use the third parties IVR, they have the option of transferring to a live attendant for assistance. However 90-95% of the payments are made via an IVR. Currently our Call Center Representative do not take payments over the phone. We simply transfer these request to our third party to accept the telephone payments. Finally the RFP request Copies of required license and insurance certificates must be submitted with proposal Can you please be more specific surrounding the licenses you are requesting? Standard license, permits, etc. to operate as a business. Regarding "Link which allows customers to make Online credit and debit card payments from 3

4 the Typically this means the consumer can just click on a link at and it goes to our web site for processing. Is that correct? The customer would sign on to their account after clicking on After sign-on they have the option to pay by credit card. Paying by credit card is merely a link which passes account number along with the customer to our credit card vendors site. The credit card vendors site is personalized for GUC. Regarding, "Have a reduced convenience fee if the customer enters a PIN number." Does this refer only to in-person transactions done on-site at your offices with a physical card reader? Yes. The consumer would make a verified transaction with savings that could be passed onto them in the form of a lower convenience fee. We would entertain any ideas that would help lower GUC customers fees for making a card payment. Are you looking for a provider that can allow for recurring payments to take place? services to our customers. However, currently our third party processor does not provide recurring card payment options. You don t mention payment by Electronic Check (ACH), will that be a part of the offering or just credit and debit cards? services to our customers. Currently our third party only accepts credit and debit cards. How many Kiosks were you looking to put in at the payment center(s)? We currently have two walk in payment locations; Are the Kiosks required to make change? The ability for a Kiosk to make change would be advantageous and likely would improve its usage. What is the projected volume of cash payments for the Kiosks? Currently we take 25,000 walk in payments each month between two locations of which approximately 30-40% are cash transactions. It would be difficult to estimate how many customers would use a Kiosk. Would you like to have ancillary bill payment on the Kiosks as an option for your customers as well for items such as phone, cable, internet, insurance payments, etc.? services to our customers. 4

5 Would you like ATM functionality on the Kiosks for your bill payers? services to our customers. Does the Greenville Utilities charge a convenience fee when credit cards are used at the point of sale? The third party taking payments on behalf of Greenville Utilities accesses the convenience fee when they take the payment. Currently these transactions are done either over the phone or via the internet. 5