City and County of San Francisco will be referred to as CCSF throughout the responses.

Transcription

1 1. Under initial Requirement #14 can you please clarify the City s intention for collecting Service Fees. Is the requirement that the Respondent provide Merchant Services and then assess and collect a Service Fee to offset the cost for Service Fee related transactions? 2. Does the City charge Service Fees for online payments today? If so, can you please provide the fee or percentage amounts being charged and current volumes? 3. What is the City of San Francisco s Go live timeframe for the services in scope? 4. Can the City of San Francisco confirm whether or not service fees are a requirement? 5. Will all transactions require a Service Fee? 6. We are interested in attending the Pre Bid Conference for Request for Qualifications for Payment Gateway Services via phone. Can you provide the contact information to attend an audio portion of this meeting by phone? CCSF makes reference to Exhibit A as the Pricing Schedule and Appendix A includes your volumes. However, we are unable to find Exhibit A in the RFQ that was released. Can CCSF confirm where Exhibit A is in the RFQ? Or provide us a copy of that Pricing Schedule? Can CCSF provide the volumes per categories? (i.e.: IVR calls, kiosk, CSR, etc.) 8/17/2015 1

2 9. 3. Can CCSF provide the % of Card Not Present that are done as IVR, Online, Calling in to a Customer Service Representative? Does CCSF use Customer Service Representatives to take call in payments? Can CCSF provide a brief overview on any obstacles it is facing today with the gateway process and any improvements you would like to see? Can CCSF explain the line item Debit under Payment type? Assuming Debit means Debit cards, does CCSF require Debit cards to be processed through the debit card network? (Note: I ask because PCG processes all cards as credit cards, but it does differentiate between debit and credit cards in its client-facing reports.) echecks Can you confirm these are ACH transactions and that are you sending an ACH File now? What are the different CCSF departments (e.g. Licenses, Library, Parking, etc.) doing today and what solutions are they using? Is CCSF trying to consolidate the number of gateways used by the City? Will all reporting go to one department (e.g. Treasurer)? 9. Please tell us about the types of applications currently being used by the City? Do you submit a daily bill file that is used to populate the site? Are you currently able to store end user payment information on your site? Do end users have the option to enroll in auto pay? Requirement Section Page 5 #13 states that Respondent to compute and present the full amount owed by a City client including, when required, a Service Fee to the customer at check- 8/17/2015 2

3 out. Can you please provide examples of what CCSF is looking for with this requirement? Regarding, Attachment IV: City s Agreement Terms and Condition Page 9. #16 is listed twice. May we choose which indemnification language we wish to govern our agreement from the two provided? IF it is second #16, is this negotiable? Unlimited Indemnification Will CCSF be willing to negotiate? Service Area 4: Integration (Page 10) Selected Respondent will integrate its payment gateway with physical hardware (kiosks and similar machines)... Can CCSF provide examples? Service Area 4, Connectivity (Page 10) Can the City advise which payment processor is used? 20. Will the CCSF consider a Payment Gateway that utilizes a processor different that City s contracted debit/credit card processing vendors even if the Payment Gateway meets all other criteria and provides the City will clear advantages? 21. Do we need to provide a user interface with which people can make payments in the application or web site, or is there an existing user interface in place with which we will, seamlessly, integrate our service 8/17/2015 3

4 22. Do we need to maintain a database of customers who have used the system, with all the relevant details, or just provide an interface and strictly limit our contacts to the payments portion of the application. 23. Page 12, Clause 1: Is the respondent required to provide Payment Terminals (POS, Kiosk, etc.)? If not, will these payment devices (POS, Kiosk, Parking Meters, etc.) connect directly to the Payment Gateway? If so, do these devices support ISO standard format? 24. Clarifying that the phase each Respondent should indicate it intent to be a qualified vendor to mean that we should check the box if we feel we can meet the requirement even though development would be required so long as we are willing to undertake the development effort? 25. Is Form 2B-CMD Good Faith Outreach required to be submitted as part of our response? 26. What partner (software) are you wanting to use that uses our solution as a payment processor? 27. Will you extend the response deadline by two weeks? 28. Who is the current parking meter hardware provider(s)? 29. Page 5, Section 4.2, Question #4: Will CCSF accept proposer s parent company s quarterly and annual audited financials? 8/17/2015 4

5 30. Page 5, Section 4.2, Question #5: As NIC Inc. is a publicly traded company, financials are provided to the public on a quarterly basis. However, these financials are not audited quarterly, but on an annual basis per industry standards. Will non-audited quarterly financials be acceptable to CCSF? 31. Page 8 Service Area 2: What is the current IVR transaction volume by Application? 32. Page 8 of 17 Payments Gateway Services RFQ Menu Design. Will the IVR system be the City s own system? Does the city have a system like this in place already? 33. Page 8 of 17 Payments Gateway Services RFQ Peak Support. Since the City will be using the gateway system to provide a link from their equipment to the processor, should not the IVR system be part of the city s responsibility as it would be the direct interface from them to their customers. Does the city intend to have the gateway provider be a direct interface to the City s customers? 34. Page 9 of 17 - Payments Gateway Services Custom Number. Is it the City s intent to have the gateway provider provide customer support for their customers when they are making payments to the City? 35. Page 9 of 17 - Payments Gateway Services Peak Support. Same as question 34 above. 36. Page 10 of 17 Payments Gateway Services Integration. Would the city commit that the manufacturers of the City s owned hardware (kiosks and similar machines) would work together the selected gateway provider to provide integration? To provide a full working and tested integration both the gateway company and hardware manufacture has to be willing to share information about their products. 8/17/2015 5

6 37. The RFQ states the city is looking for a gateway solution but in reviewing the questions /requirements for Service area 2 on page 8 the requirement seems to be for the respondent to provide the IVR system Selected Respondent will provide a robust IVR solution that can handle thousands of phone calls simultaneously to adequately support citizens during tax deadline season. Not just provide a gateway that can integrate to an IVR. Is the City really looking for the respondent to provide the IVR services? 38. In reviewing the questions/requirements for Service area 3 on page 9 the requirement seem so to be for the respondent to provide the call center the consumers can call with problems or to make payments Selected Respondent will provide a robust customer service representative solution that can handle thousands of phone calls simultaneously to adequately support citizens during tax deadline season, is the City looking for the respondent to provide the call center? 39. What is the currently average peak and non-peak call center volumes? 40. Is the respondent required to provide shopping cart services, or is the city willing to use vendors for the shopping cart that will integrate to the gateway? 41. Can you provide us a list of your current gateway providers? 42. Can you provide a list of your current POS (kiosk, parking meter etc. ) vendors? 43. Please describe how the City sees implementation of mobile services, when /how will they be used. 8/17/2015 6

7 44. How important is EMV to the City? 45. Are the City s current POS vendors EMV certified? 46. Please provide clarification on requirement #11, page 5. Is the City requiring strictly Gateway services that have the ability to connect with BAMS and FDMS? Or is this RFQ for acquiring and gateway? 47. Please provide more details on requirement #22, page 6, Respondent uses a set of tools to track issues reported by the City. This requirement refers to a set of tools to track issues reported by the City. Describe the issues and tools are you referring to in this requirement. 48. Does the City require the IVR solution to have the ability to connect with BAMS and FDMS or an independent solution? 49. Does the City require that the Kiosk also integrate with BAMS and FDMS or would this be an independent solution? 50. Attachment V, Pg 1. Please complete your Response in the template provided, using as much space as needed. Does the City require the bidder to respond in the Attachment V document, or can the bidder copy Attachment V onto our letterhead and respond on our letterhead? We would keep the order and wording of all requirements. 51. RFQ, Pg 10, Service Area 4. Selected Respondent will integrate its payment gateway with 8/17/2015 7

8 physical hardware (kiosks and similar machines) and software applications chosen by the City. It would be more likely that the hardware or software vendor would integrate to the gateway, not the other way around. Is the City expecting the gateway provider to perform the integration? 52. RFQ, Pg 11, Requirement 6. What unique features is the City looking for with the listed services? Is the City expecting the gateway to perform additional functions besides capturing and processing a payment? For instance, does the City expect the gateway to support additional business logic to determine if a specific tax payment can be made or not? 53. CCSF requires the respondent to deliver 3-years audited financial statements by paper, on CD or by URL link. Does CCSF consider audited financial statements to be confidential information that is not subject to a public records request? 54. What First Data platform are you using for Card Not Present transactions? 55. What Bank of America platform are you using for Card Present transactions? 56. Do you want EMV terminals for all Point-of-Sale locations? 57. Would kiosks be applicable for individual departments or are you considering multidepartment/multi-payment capability? 58. Do you envision kiosks possibly placed outside county/city offices? 59. Would the city/county be interested in kiosk capability that would also allow its residents to make city/county payments and also pay non-city/county bills in the same session? 8/17/2015 8

9 60. Page 4 of 17, Item #14: Is the CCSF looking to establish their own Service Fee amount that would be credited to the CCSF account along with the principal payment amount of each transaction? Is it expected that this same model would apply to all of the applications listed? 8/17/2015 9