Merchant Services Request for Proposals Questions and Answers
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1 Merchant Services Request for Proposals Questions and Answers 1. Would you be open to the idea of having convenience fees instead of Proposed Per- Transaction Fees and Discount Fees, thus making the process free to you, putting those charges on your clients, and the risk on us? The Park and Golf Course would not be open to this idea, but the other city departments would be open to this option; however, since this cost will be passed on to our citizens, we would like the convenience fee to be as low as possible. 2. Why is it necessary to use authorize.net? Authorize.net works with the City s utility billing software program so that customer accounts are updated immediately upon receipt of the payment. Authorize.net is also one of the gateways that is able to work with the City s court software. 3. Will Bridge Pay Network Solutions, ETS, or Plug N Pay be used in a convenience fee model? BridgePay Network Solution and Plug N Pay will not. ETS may or may not be. 4. What does "Discount Rate" mean? Is it the fee charged to the city or a convenience fee to the card holder? Discount Rate means the fee charged, whether it is a fee charged to the city or a convenience fee to the card holder. 5. Is integration mandatory across all platforms except the ambulance station? Yes. 6. Do citizens need access to their accounts? Why? Yes, so they can see their account balances and make payments to their accounts. 7. Court Traffic Fees - Would the city be willing to install an online access piece in order to use a payment system? Yes. 8. Golf Dept - What is "TeeQuest ToolBox Point of Sale software"? Would they require integration with an online system also? TeeQuest ToolBox is the golf course point of sale and online tee time reservation system. TeeQuest ToolBox POS already has an online integration through BridgePay. 9. Is interfacing required? Yes. 10. Is the City of Belton willing/able to break their contract with Authorize.net to use a different gateway provider if we present a compelling case for a different option? We do not have a contract with Authorize.net. The City could change, but integration with our utility billing software, court software, golf software and park software is mandatory.
2 11. The courts are requiring a gateway through Authorize.net or ETS. Will they be setting up the account on their own? The account must be set up through the Court s Incode software. The Court can use any merchant vendor, but must have a gateway account set up through Authorize.net or ETS as those are the only two with an interface for Incode. 12. Who is the City of Belton s current merchant services provider? Automated Merchant Systems Inc. 13. Will the awarded merchant services provider be signing a contract? How many years will the contract be for? The City would like a 3 year contract with the option to renew for an additional 2 years. 14. When does the City hope to go live with the new provider once they are awarded? The City is interested in proceeding quickly once the Council has given their approval. 15. When do you expect to award the new provider? The City expects to award the new provider before the end of November. 16. How many terminals do you currently use for each department? Municipal Court 2, Utility Billing 2, Golf 2, Park 2 card swipers at the community center, but any computer can process credit cards and 2 card swipers at the water park. 17. If you feel that the number of terminals per each department is not adequate, what is the number of terminals you d have in mind? Municipal Court Do you prefer Internet processing or dial-up for your swipe terminals? Internet preferred. 19. What type of pricing model are you currently using when accepting credit and debit as a form of payment? Do you pay the Interchange cost + Dues & Asssessments + Discount Fee or do you assess a convenience fee to the paying citizen? Are you open to a convenience fee model if we can present a strong business case for it? Citizens currently do not pay an additional fee for using credit and debit cards to pay their bills. The City absorbs all costs. We are open to a convenience fee model for the Court, Utility and Ambulance payments. The Park and Golf Course are not interested in this. 20. If we can offer the City a much better, comprehensive Payment Processing portal that would eliminate all of the middlemen (Plug-n-Pay, authorize.net, BridgePay, etc), would you be open to that? This would save you tremendously on cost and would provide you guys with a one stop shop solution. Just one portal to manage and from which you can extract any customized reports desired. Please advise. It is mandatory that the credit card payments are integrated into the software that is used by each department. We are, however, open to ideas that integrate with our software.
3 21. For the Court Traffic Fines, is the interface with Incode mandatory? Or is it preferred? Please advise. The interface with Incode is mandatory, that is why we would need to use a gateway. 22. We respectfully request a site inspection date/time. We would like to observe the lay of the land, the processing environment, phone lines available, logistics, etc. It would help us create a much better, customized offer. Please advise. All interested vendors are invited to come to the City of Belton on Tuesday, September 24, 2013 at 9:00am to do a site inspection. 23. Will the City want to charge a Convenience Fee so that it does not absorb the cost for processing citizens payments? We are open to a convenience fee model for the Court, Utility and Ambulance payments. The Park and Golf Course are not interested in this. 24. Are you opposed to charging Convenience Fees? No, not for Court, Utility and Ambulance payments. The Park and Golf Course do not want to charge convenience fees to citizens. 25. Does your city use Card Readers or Terminals? Muncipal Court currently uses card readers, Utility Billing will begin using card readers in the near future, the Golf Course has both card readers and terminals. It is the Golf Course s intent to utilize the online processing features through their POS and eliminate terminals. 26. Do you own or lease the hardware or does your current merchant service provider, provide hardware for you? The city owns its hardware. 27. How many pieces of hardware in total for your city across your accounts? Could you please provide Make and Model numbers to establish PCI Compliance? How many on each account? The golf course has two (2) Hypercom T7 Plus terminals. The Court is using 2 Hypercom T-7 Plus card readers, but needs 3 access points for card processing because 2 is not enough. 28. Did you purchase your existing Gateways from your Merchant Service provider or directly from Authorize.net/ETS? The city purchases its existing Gateways directly from the Gateway providers. 29. How many MIDs does the City have? Currently, the City is not utilizing any MIDs for processing payments, however, the Park and Golf Course are both very interested in this. 30. Who made the Cities Utility website interface? Software company? Proprietary? Other Vendor? The City s utility website interface is Click2Gov through our software provider Sungard Public Sector. 31. What system are you using for your payments over the phone which you mentioned for ambulance payments? Ambulance payments are manual and are not integrated. Payments are simply entered directly via web to the merchant services company. Are you using IVR
4 for other payments as well? Utility billing will be using an integrated IVR system from Selectron. 32. Who is the incumbent? Automated Merchant Systems, Inc. 33. Currently, is this a convenience fee model? No. 34. What will be the contract length? The City would like a 3 year contract with the option to renew for an additional 2 years. 35. When does current contract expire? We are not currently under contract. 36. Expected go-live date? The City is interested in proceeding quickly once the Council has given their approval. 37. What type of payment processing equipment is the Agency utilizing. Point of Sale (POS)? Yes. 38. Does the Agency have DSL service? Utility Billing, Court and Park all have a T-1 line. The Golf Course has DSL. 39. Who is the incumbent? Automated Merchant Systems, Inc. 40. Is this a convenience fee model? No. 41. What will be the contract length? The City would like a 3 year contract with the option to renew for an additional 2 years. 42. Does the agency accepts checks? If yes, what is the non-sufficient percentage annually? The City does accept checks. The non-sufficient percentage is very, very low. 43. Is the agency looking for guaranteed or non-guaranteed checks? No. 44. How many POS units are currently in service and what type of equipment (i.e. brand) is being utilized? The Court is using 2 Hypercom T-7 Plus card readers, but needs 3 access points for card processing because 2 is not enough, the Golf Course is using 2 Hypercom T- 7 Plus card readers also. 45. What is the current convenience fee(s)? Currently the city does not charge convenience fees to customers.
5 46. Who is the current vendor for the City s over the counter transactions (POS or virtual terminal)? Automated Merchant Systems, Inc. for all except Ambulance billing. Ambulance billing is serviced through BancCard. 47. Is there a current vendor for web transactions? If yes, who is the current vendor for web transactions? Yes, Automated Merchant Systems, Inc. 48. How many POS terminals will be needed per department? The Court needs 3 POS terminals. Utility billing needs 2 POS terminals, the Park needs a minimum of 3 at one location and 2 at a second location and the Golf Course needs a minimum of Please indicate which department will utilize web services. The Municipal Court, Utility Billing and Park. 50. What is the Expected go live date? As soon as possible. 51. Please indicate which department(s) will utilize IVR services. The Utility department has contracted with Selectron for IVR services. 52. Please indicate which department will utilize phone services taken by vendor. None. 53. When does the current contract expire? It has already expired. 54. If the City of Belton is unable to provide responses to vendor inquires at least five business days prior to Bid Opening Date (or RFP due date), would the City consider extending the due date to provide the vendor with at least five business days to take the City s responses into account? No, however we will try to get answers to any follow up questions before 5:00 pm on September Does the City of Belton want a free form response that includes our solution recommendations and meet/exceeds your functionality and integration requirements? The vendors are free to respond in the way that they would like to present their proposal. The cost to the citizens of Belton based on the prior year s transactions information that was provided in the RFP is mandatory for your proposal to be considered.
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