Option B: Credit Card Processing

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1 Attachent B Option B: Credit Card Processing Request for Proposal Nuber 4404 Z1 Bidders are required coplete all fors provided in this attachent if bidding on Option B: Credit Card Processing. Note: If bidding ore than one option, an entire proposal (Corporate, Executive, Technical and Cost) ust be subitted for EACH option. Each proposal ust include each for listed below. TR-1 through TR-15 are be included as part of the Technical Proposal. Exhibit 6 is be subitted as the Cost Proposal. Iportant: This RFP provides three options for bidding: Option A, ACH Origination Services, Option B, Credit Card Processing, and Option C, Originations Services and Credit Card Processing. Bidders ay bid on any or all options. In order for a bidder be considered for ore than one option, a coplete, separate proposal (Corporate, Executive, Technical, and Cost) ust be subitted for EACH option. Each proposal subitted ust clearly identify which option is being bid. The State will evaluate all proposals subitted within each separate option (Option A, ACH Origination Services, Option B, Credit Card Processing, and Option C, Originations Services and Credit Card Processing). A highest scoring bidder will be identified for each option (A, B, C). The State will then ake a deterination as which option will best eet the State s needs and ake an award the highest scoring bidder for that option. Bidder Nae: Page 1 of 16

2 TECHNICAL REQUIREMENTS Credit Card Processing Bidders ust provide detailed inforation regarding the following: 1. Coply - bidder is able fully provide the service 2. coply - bidder is unable provide the service 3. Cus bidder is able coply with a cus solution at no additional cost the State 4. bidder is able coply with a third party/subcontracr at no additional cost the State coply Cus Technical Requireents for Credit Card Services Coply TR - 1 Online Bank Reporting/Internet Functionality Requireents a. The State requires the use of online bank reporting. The State ust be able view previous day, current day, and all transaction activity (including returns, chargeback credits/debits) online. b. Current day inforation ust be available by 8 a. on the online bank site. How often is the bank reporting syste updated throughout the day? c. Bidder will provide a detailed listing and saples of all reports available online. Can these reports be cusized? d. Bidder ust have a solution for the State Treasurer s Office be able identify the credit card transactions on the account and reconcile the activity the erchant stateent. (Currently, ultiple erchant IDs are credited one account.) Bidder should provide details on a solution available help the State Treasurer s Office identify each entry. e. Bidder should provide a CD deonstration of website functionality if available. f. Bidder ust describe current software/hardware requireents be able access online solutions and PC-based applications and the required Windows version. Page 2 of 16

3 Technical Requireents for Credit Card Services Coply coply Cus g. Bidder ust describe the security levels that are available in the Web-based solution, including whether security levels can be set by user, by bank account, or functionality. h. Bidder ust describe the security functionality for the State s designated Security Adinistrar. Bidder should describe the perissions given the State Security Adinistrar update user functionality online. i. Bidder ust describe the second type of authentication (ken, additional security questions) the bidder uses besides user ID and password? j. Bidder ust describe how syste upgrades are handled. Is there is a charge for upgrades the online inforation reporting syste? Does the bidder charge for technical support if needed during setup or upgrades? k. Bidder ust detail what type of training is offered for Web-based applications? Is training in person or by phone? Is there a charge for training? l. Bidder should have a iniu of 45 days online data retention. Bidder should detail the lengths of online data retention available? Thirty days, 60 days, 90 day or longer.. Multiple State users ust be able access the online syste siultaneously. Bidder should detail if there is a liit the nuber of users a copany can assign the syste. TR - 2 Online Access for State Agencies View Daily/Monthly Merchant Credit Card Transaction Activity a. Bidder is required have an online solution view erchant activity by erchant ID. Bidder should detail the solution available including saple reports and screen prints. b. Can the State Treasurer s Office have access erchant activity by erchant ID, or erchant chain and view the onthly transactions and dollar tals for statistical reasons? Bidder ust disclose (in their Cost Option as in Exhibit 6 ) if there is a cost and how the cost is calculated. If a fee is charged for this service, the fee ust be passed on the State agency. Page 3 of 16

4 coply Cus Technical Requireents for Credit Card Services Coply c. Bidder should provide detail on any reconciliation and payent suary reporting available. TR - 3 Transaction Batching, Authorizations and Processing a. The bidder ust provide a diagra reflecting the processing of a credit card transaction beginning with the point of sale (either Internet or swipe achine) the deposit of funds. The diagra ust indicate the functions perfored by the Credit Card financial institution/contracr and those perfored by others including all subcontracrs. b. The State agencies use a nuber of third-party vendors for services relating credit card acceptance. Bidder ust acknowledge agreeent work with these vendors/software copanies as needed on behalf of the State. Additional vendors ay be added as needed. The State requires all vendors be PCI Copliant for services provided State agencies. Current third-party vendors hired by State agencies include TouchNet Official Payents Corporation PayFuse Nebraska.gov Centurion Tender Retail TicketMaster Syste Auation Third-party vendors continued: ActiveNetwork/ReserveAerica CashNet Cybersource SCT c. Bidder ust describe the processing syste ability identify and eliinate duplicate transactions. Bidder should detail how duplicate batches are handled. d. Bidder, at a iniu, ust be able support Visa and MasterCard transactions. Bidder ust list all card brands and types currently supported. e. Bidder ust describe the batch transaction process. Bidder ust detail any liitations on the nuber of transactions in a batch or any liit on the nuber of batches subitted in a day per erchant ID nuber or erchant chain. Page 4 of 16

5 Technical Requireents for Credit Card Services Coply coply Cus f. Bidder ust offer both real-tie and batch processing. g. Bidder ust detail transission ethods available. What oniring and notification processes exist if a transission fails? h. Bidder is required detail authorization ethods available, and detail average response ties for dial and lease-line authorization ethods for both peak and noral periods. Bidder is required detail processor-specific hardware needed support these services and procedures reverse an incorrect authorization. i. Bidder ust be able authorize international credit card transactions. j. Bidder ust describe seasonal erchant activity procedures. Do seasonal erchants receive a break in service fees in onths where there is no activity? k. Bidder should detail governent rates available and explain how the State could qualify for even lower rates. l. Please provide syste availability statistics for the last 12 onths. Bidder should detail the longest period that was unable authorize transactions in the last year, including the source of the proble and how long it ok resolve.. How often are credit card syste updates ade and what is the average downtie, if any? n. Bidder ust detail any solution proposed in this RFP for the authorization, batching, and processing of credit card transactions (either through the Internet or by a swipe achine). Provide saple reports, screen prints and detail the inforation fro Internet solutions. Can Page 5 of 16

6 Technical Requireents for Credit Card Services reports be cusized? Coply coply Cus TR - 4 Daily Advices of Settleent a. Bidder is required provide daily advices of settleent the State Treasurer s Office containing the batch transaction detail of all erchant activity settling the Treasurer s bank account. Currently, the State Treasurer s Office receives these advices by eail no later than 9 a.. CT. The settleent advices should include the following inforation: transaction processed date, erchant nae and ID nuber, erchant chain, transaction count and all individual batch aounts. A bidder unable eail advices ust propose alternative ethods receive this inforation. Solution options provided ust be easy use and not require State staff look up each individual erchant ID. Bidder ust provide details of when advices would be provided the State Treasurer s Office as a part of the workflow process. b. A bidder ust agree that if fees are charged for the daily advices of settleent, the fees will be passed through on the bank analysis stateent. TR - 5 Settleent of Funds/Availability of Funds Detail how the settleent of erchant batches/transaction activity will occur. A bidder is required provide the transaction processing/transission cuff ties for CT zone. Assuing there are no banking holidays and Saturday and Sunday are the only non-business days, and that State agencies have either closed the batches anually in tie for bidder s processing cuffs or are having batches au-closed in tie for the bidder s cuff, answer questions below: Bidder should use these saple calendar dates: August 9 Friday August 10 Saturday August 11 Sunday August 12 Monday August 13 Tuesday August 14 Wednesday a. If the transaction is processed and batched on Saturday, August 10, what day and tie will funds settle in the State s account? What cut-off tie did the bidder use provide settleent date and tie? b. If the transaction is processed and batched on Sunday, August 11, what day and when will Page 6 of 16

7 coply Cus Technical Requireents for Credit Card Services Coply funds settle in the State s account? What cut-off tie did the bidder use provide settleent date and tie? c. If the transaction is processed and batched on Monday, August 12, what day and tie will funds settle in the State s account? What cut-off tie did the bidder use provide settleent date and tie? d. Is there any difference in the funds availability by the card used (Visa, MasterCard, Aerican Express or Discover)? Bidder is required detail by card any difference in the funds availability proposed the State. e. The bidder is required allow for ultiple settleents in accounts depending on how the erchant client wants settle the funds. f. Bidder is required list settleent aounts separately on the bank stateent either by chain or by erchant ID. Bidder should detail how Saturday and Sunday transaction activity will be listed on the bank stateent. (Will funds be cobined with another day's activity or listed individually?) g. Bidder is required ake full settleent of all funds and later bill the State agency or debit the State s account for erchant fees depending on how the State agency is set up. TR - 6 Credit Card Cuser Service/Support a. Bidder is required ake available help desk support 24X7X365 State agencies. Support desk staff ust be able help resolve terinal authorization and transission issues at a iniu. Bidder should provide detailed inforation about the services offered by help desk solutions. Page 7 of 16

8 Technical Requireents for Credit Card Services Coply coply Cus b. How uch prior activity (specify by onths, days) does erchant support desk staff see when responding a caller? Can staff provide batch detail inforation and provide an iediate response? If a longer research request were required because of older dated inforation, how any days until the inforation would be available? TR - 7 Equipent a. The equipent should be easy use, reliable and hold a reasonable aount of sales data before having settle. The equipent ust also coply with upcoing EMV regulations. At least one odel on the list ust have Tip capabilities. How quickly can this equipent be shipped? b. Bidder is required explain the aintenance and replaceent policy for equipent provided by the bidder? c. Bidder is required provide working instructions for operating equipent. d. The erchant processor will provide free prograing. (Free prograing could include, accoodating any Visa/MasterCard required changes or prograing for auatic or anual batch closure at predeterined ties.) TR - 8 Chargebacks, Reversals/Refunds a. The State requires that all chargeback inforation be sent directly a designated State eployee at the agency responsible for the erchant ID. What options are available agencies on how receive that inforation? How quickly is chargeback paperwork forwarded the erchant? Bidder is required detail how other adjustent entries are ade and how inforation is related the erchant client. Page 8 of 16

9 coply Cus Technical Requireents for Credit Card Services Coply b. Out of the tal chargebacks handled by the bidder in calendar year 2012, what percentage of those chargebacks did the bank successfully resolve (the chargeback was reversed) that did not require erchant intervention/involveent? (These would be cases where a transaction was returned as a duplicate charge but it was evident the erchant bank there was no duplicate charge.) c. Bidder is required adjust the State bank accounts separately for chargebacks. Soe agencies cannot have their accounts debited; therefore, they would need be invoiced for the chargeback. Bidder should detail how all other adjustent entries are handled. TR - 9 Interchange Manageent a. The selected bidder is required review State agencies' credit card transaction inforation at least annually and ake recoendations reduce erchant processing fees. Bidder should describe current services offered. Bidder should discuss key perforance easures that are tracked and how this inforation is related erchant clients. TR - 10 Visa/MasterCard Copliance Issue Support a. Because of the coplex and diverse services offered under this contract, the State Treasurer and staff or any State agency ay require assistance fro the erchant bank for interpretation of Card Association Rules and Regulations. The current erchant bank has provided support at eetings and training sessions for the State s staff and provided testiony, letters on credit card acceptance rules and regulations regarding convenience fees as needed. Bidder ust acknowledge willingness provide copliance support. b. The State Treasurer s Office and the Office of the CIO (State IT Division) have worked be PCI Copliant. The State has also experienced coplex Payent Card Industry Copliance issues because of the diversity and volue of the services used, the nuber of third-party portal/software vendors used under the erchant contract. The erchant bank ay be asked attend eetings and be the liaison with the Card Associations and the State when seeking assistance regarding specific technical questions relating PCI Data Security Copliance. Many State agencies hired Card Association Approved Data Security Vendors help with PCI Issues. Bidder ust provide assistance with PCI issues and should acknowledge willingness participate in eetings and provide support services as required/needed with copliance or data security issues. Page 9 of 16

10 Technical Requireents for Credit Card Services Coply coply Cus c. The Credit Card Financial institiution/contracr ust offer training assist vendors with changes and updates Card Association rules/regulations, fraud-anageent or copliance andates at not additional cost? Where is training offered and how often? TR - 11 Disaster Recovery a. Of the services listed in this scope of work, can bidder provide assistance the State in the event of a disaster? b. Can batch files be sent using an alternative ethod if the State had a disaster and had operate fro other locations? What are these options? c. How often is bidder s disaster recovery plan tested? Provide operational details and what steps are taken test the plan. In a disaster, how quickly can bidder resue operations? d. Has bidder tested the disaster recovery plan? How long has the disaster recovery solution been ipleented? How quickly could bidder begin processing transactions following the disaster? e. How uch tie in the prior 12 onths has the reporting syste been down? Is there a disaster recovery solution ipleent for this? TR - 12 Other a. Provide details on any erger or acquisition that bidder is coitted and the expected ipact on the services requested in this RFP. b. List any cash anageent services that bidder s financial institution has outsourced in the past 24 onths and provide an explanation for the decision outsource. If bidder has outsourced Page 10 of 16

11 coply Cus Technical Requireents for Credit Card Services Coply any services, how long has the vendor provided these services bidder? Discuss any anticipated changes in these relationships and how the changes would affect the State. c. The State will require overdraft and FDIC insurance charges be offset by earnings credit allowance. How does the bank calculate the charge? How does the bank charge for overdrafts? Does the bank charge for use of uncollected funds? If yes, how is the charge calculated? d. What training does bidder offer during transition get new clients failiar with the erchant bank processes and procedures? e. Describe the ticket retrieval request process. What response ties does bidder require for ticket retrieval? What is bidder s required sales ticket retention period for erchants? Does this vary by card type? f. Does bidder bank provide test cards for erchants use? What is the functionality? What is the lead tie set this up? g. Does bidder have any virtual terinal abilities? What options are available for erchants? Please describe this in-depth. h. Has bidder ever violated any Card Association rules or regulations that were the cause of the erchant cuser? If so, when and what for? i. How does bidder notify the cuser of interchange and assessent fee changes? j. Can erchants order signs and other supplies through bidder or does bidder have a supplier erchants can use with the services offered? Page 11 of 16

12 coply Technical Requireents for Credit Card Services Coply k. Bidder is required detail a new erchant setup: please explain setup process. Cus l. List all industry-related associations or organizations of which your copany is a eber or on which your copany has direct representation. Bidder should include any copany representation on MasterCard s or Visa s boards or coittees. l. Bidder ust acknowledge willingness participate in State Treasurer-sponsored education and inforational sessions for State agencies. This could include attending ultiple sessions ake State agencies aware of services available through State banking business partners. TR - 13 Daily Export a. The State requires the selected financial institution provide a daily Coa Separated Value (CSV) export of prior day activity by 10 a.. CT. Four forat options are available. This file will be iported in the State ERP syste as a part of a unique auated daily reconciliation process. The State requires this inforation be exported fro a Web-based inforation reporting application. See Exhibit 5 for descriptions of the forats. Bidder not able use one of the forats should provide a saple of a CSV export and detail the fields of inforation. TR - 14 Fraud Prevention ACH Filters/ACH Blocks a. Bidder ust detail solution options available for fraud filters/blocks. Can bidder block all ACH debits on accounts, including consuer and corporate? Can bidder allow the State designate only certain copanies that would be allowed debit the State? TR - 15 Wire Transfers a. The excess funds not required cover copensating balance requireents ay be oved out of the bank account by wire. Bidder is required detail available solutions for the State coplete wires online and by phone. Bidder ust detail the cuff deadlines for sae day posting of wires (both sending/receiving). b. Can repetitive wire teplates be set up online and for call in wires? Which party handles the set up and aintenance of teplates for both online and call-in wires? Page 12 of 16

13 coply Cus Technical Requireents for Credit Card Services Coply c. Bidder ust detail all solutions available for notification of both incoing and outgoing wires. How is detail on wires provided? Please include saple reports. d. If a ken/pin nuber is used for authentication for wires or the online site for login, can second ken/pin nubers be issued designated eployees for use at a disaster recovery site? Page 13 of 16

14 Exhibit 6 Cost Proposal for Credit Card Services No Charge for Equipent Request for Proposal Nuber 4404Z1 *Bidder ust specify all fees listed below as per transaction, per day, onthly or annually. *Bidder ust specify if there is a onthly, daily or annual axiu per service/transaction. *Bidder is required list all potential fees that could be charged under the contract resulting fro this RFP even if not specifically identified below or in the RFP docuent. *Bidder ust specify which fees are passed through the Credit Card Associations. *Bidder should use 475 as the nuber of swipe achines the State is requesting and would provide equipent for the contract period and including any renewal periods. *Equipent should be EMV copatible. Cost Account aintenance $ Account aintenance - per account $ Electronic credits $ Electronic debits $ Paper credit $ Paper debit $ Zero Balance Account - lead account $ Zero Balance Account - subsidiary accounts $ Stateent (onthly) if ailed $ Stateent (onthly, daily) online $ Research - per hour $ Account analysis - specify if by account/or relationship $ Invoice stateent $ Daily batch settleent advices the State Treasurer's Office $ Merchant Stateent (onthly) electronically the State Treasurer's Office $ Unit of easure: Per transaction, daily, onthly, annual, axiu RFP page reference Coents Wire Services Monthly wire aintenance fees $ Wire - doestic voice repeat $ Page 14 of 16

15 Cost Wire - doestic voice nonrepeat $ Wire - doestic repeat - online $ Wire service online - onthly $ Wire teplate srage online $ Token for wires - setup $ Token for wires - aintenance $ Wire pin set up - per user $ Wire pin aintenance -per user/per change $ Unit of easure: Per transaction, daily, onthly, annual, axiu RFP page reference Coents Inforation Reporting Reporting (onthly) $ Reporting (per location) $ Current day (onthly) $ Prior day (onthly) $ Current day per ite on report $ Prior day per ite on report $ CSV export processes $ Inforation reporting retention - 60 days $ Fraud Filters Check filters $ ACH filter $ ACH block $ Credit Card Merchant Stateent (onthly) - ailed State agency $ Access online syste for agencies view Merchant Activity $ Miniu Stateent Fee (if applicable) $ Chargeback - debits $ Chargeback - credits Refunds/Returns $ Interchange rates for Visa and MasterCard should be placed in the back of RFP cost proposal bidders ust provide nongovernental rates and governental rates Assessents Visa MasterCard Page 15 of 16

16 Authorization Visa MasterCard Cost Unit of easure: Per transaction, daily, onthly, annual, axiu RFP page reference Coents Processing Fees Visa Internet payent solution (acceptance, authorizations, hosting) Payent Portal (Contracr aintained payent website) Page 16 of 16

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