RFP # QUESTION AND ANSWERS Electronic Web and Payment Processing Services (as of 2/1/2013)

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1 RFP # QUESTION AND ANSWERS Electronic Web and Payment Processing Services (as of 2/1/2013) 1. Can the County provide information as to the annual volume of records and the types of systems in use? Record Type Annual Volume System Name/Type personal property and real estate taxes utility bills parking tickets animal licensing permits business filings and payments county payroll Record Type Personal Property and Real Estate Tax Annual Online Volume (2012 approx) 38,500 $10,854,300 total credit & e-check $5,594,700 in credit cards Utilities 56,500 $3,180,000 total credit & e-check $1,846,300 in credit cards Parking Tickets Dog Licenses 1,300 $12,200 total credit & e-check $8,950 in credit cards Permits Annual System Name/Type Records (2012 approx) 265,000 Application: myrevenuesystem/myrevenuecollector Vendor: PCI ,000 Application: HTE Vendor: Sungard Application: myrevenuesystem/myrevenuecollector Vendor: PCI - 8,000 licenses sold 15,000 animals Application: Microsoft Access database In House 23,000 Applicaton: Hansen Vendor: Business Filings County Payroll School Payroll 4,000 Application: myrevenuesystem/myrevenuecollector Vendor: PCI - 1,000 employees 5,000 employees Application: HTE Vendor: Sungard -

2 2. Are you open to a convenience fee on Tax payments? If not, what about if ACH is free with a convenience assessed on debit/credit cards only? Currently, we process online payments and pass a convenience fee on to the citizen for tax payments, so yes, we are open to a convenience fee. 3. Is there a Bid Bond required or is it only a performance bond at the time of the contract? Only a Performance Bond will be required at the time of the Contract. 4. How many bill templates will the awarded vendor be required to set up. Is there a single bill template, or more? The bill template will be different for (most) receivable types. 5. Is a planholder's list available that provides details as to which vendors are intending to respond to this RFP? There is not a plan holders list. It is being advertised on the Stafford County website and the Virginia electronic website eva. The list of pre-proposal attendees will be on each website. 6. What is the anticipated Go Live Date following the contract award process. The County is looking at a phased approach for the different types of receivables over the next couple of years. 7. What is the current convenience fee being charged to a payer for conducting a credit card payment? Current convenience fee being charged to an online payer for credit card is 2% of the total transaction plus $1. 8. Can you break out the payment types used for the payments made to the County (Visa, Mastercard, AMEX, Discover, echeck, and debit vs credit) 9. Please confirm if AMEX is mandatory. No. We are currently accepting AMEX payments, but this is not mandatory. 10. Please identify the names of the third party applications that the payment processing vendor will be required to interface to. For instance, Chameleon software for Animal Licensing, Manatron for Property Tax Application, etc.

3 11. For the pre-proposal meeting, will you provide a call in bridge for remote attendees? Waiting for confirmation. 12. Please provide the name of the vendor that currently provides these services. Virginia Interactive. 13. Please provide the current price paid per bill to the existing vendor. 14. What is the average customer bill amount due for Personal property & real estate taxes, utilities, parking tickets, animal licensing, permits, business filings & payments, and county payroll? 15. What is the total number of Electronic/Web Payments (Personal property & real estate taxes, utilities, parking tickets, animal licensing, permits, business filings & payments, and county payroll) currently being processed per month? 16. Please provide a breakdown of Online Bill Payment Types (Ex. "75% ACH, 25% Credit Card")? 17. What is the County s current billing Software/CIS/Accounting System? 18. I k for this proposal there is going to be an addendum with some additional information but I wanted to ask a few questions. Also, do you have any timeframe for when the addendum will be available on the website? The addendum addressing the correction of the day on page 3 and any other changes to the RFP will be after the Pre-Proposal Conference on Thursday, February 7, It appears that Stafford County is focusing on a Web/IVR solution with an esupport tool capability to enable online registration on behalf of, bill presentment and on-line financial transactions is this correct? Will the Mobile component be a requirement or something the County is interested in learning more about our capabilities with this service? Correct. Mobile component will not be a requirement. The County is interested in king any vendor s capabilities.

4 20. Can you explain further how you will support Walk-In Payment Services? Is this for Cash only? Will these locations be serviced by the County employees or does the County expect for the vendor to provide third party locations for accepting Cash payments. If these service centers are supported by County employees, will these locations require swipe capabilities or can any or all payment types be manually input into a Virtual terminal or CSR web-based tool to process payments? Walk-in payment services include cash, check, credit/debit transactions. Walk in payments for taxes and utilities are only taken in the Treasurer s Office. A few other departments have the capability to process walk-in payments for their specific services; permits and parks and recreation transactions. These locations will always be serviced by the County, not by the vendor or third part. The County prefers to not have any of the credit/debit walk-in payments go through their network at all (PCI Compliance issue). 21. Does the internet service require both enrolled and non-enrolled capabilities? For example, if a customer want to make a payment without enrollment, can a customer validate or authenticate online, be presented with billing information and make a payment or does the County require a complete enrollment process to establish an account profile, set up a payment methods and notifications and possibly be able to set up a recurring payment schedule? Yes, the internet service will require a Pay as a Guest option where a customer can make a payment without registering for an online user account. 22. Will the cost of the transaction will be the responsibility of the taxpayer or absorbed by the County If the responsibility of the resident/taxpayer, what is the average dollar amount per transaction for each department or group that requires an individual convenience fee and what is the maximum transaction value in dollars for each of those transactions? Currently, the County passes all convenience fees on to the taxpayer. The County is interested in absorbing a fee for e-check in order to provide this service free (if possible depending on the amount of the transaction fee). The average dollar amount per transaction for the different payment types can be derived from the table created to answer earlier questions. 23. Will each group or department require their own look and feel or link on the navigation page on the website? The idea is to have this be a consistent look and feel site so that it feels like a one-stop shop to the Stafford County citizen. 24. Does the county require or have interest in Electronic Presentment of Tax Statements? Yes

5 25. Does the county require or have interest in Printing and Mailing of Tax Statements? The County uses a third party vendor to print and mail our tax statements. As electronic presentment of statements increases, the County would like to reduce the number of printed and mailed statements. 26. Does the county require or have interest in Cash, Cashier s Check, Check, Money Order payments in a Walk-In environment using local grocery stores, convenience stores, check cashing stores, etc.? No 27. Does the county require or have interest in Lockbox payment processing services as a primary or Disaster Recovery option for collection of check payments? The County is using a lockbox service. 28. Does the county require or have interest in Payment Concentration capabilities to receive online banking and other third party payments handled, scrubbed for automated posting and elimination or reduction in exceptions in one consolidated data file and one deposit to your designated financial institution? The County has uses a service for Utility payments. The County would be interested in any additional information. 29. Does the county require or have interest in one single repository for all payment data to manage customer service, reporting, viewing all payment history to act on behalf of and answer questions to taxpayers and user management within the system? The County is not interested in having a vendor representative act on behalf of and to answer questions to taxpayers. 30. Does the county anticipate delivery of relevant billing data in batch or real-time to the selected vendor for presentation to the taxpayer via the website or access by phone to make payments on a timely basis? Most likely in batch, but the possibility of using web-services to deliver real-time data is available. 31. Does the county anticipate receipt of posting information after a payment is made in batch mode on a daily basis? Near real-time at some agreed upon interval or frequency via memo post? Real-time integration through Web Services/APIs? Most likely in batch mode on a daily basis, but again we will not overlook the possibility of using web services.

6 32. Since RFP is due late February, is there an anticipated contract date? Anticipated begin of project implementation date? There is not an anticipated contract or implementation date. 33. Please explain how the solution will look based on requirements by Stafford County if ACH fee will not be charged to a customer if they elect this option will the service prompt the taxpayer to link on the website to one location for an ACH payment at no charge and a second location for payment by Debit/Credit Card which will incur a convenience fee? If the latter is correct, please confirm. If not, please explain how you foresee handling different fee structure for taxpayers for ACH vs Card. If ACH is to be offered at no charge, the service should not prompt the user to a different location. The user should be selecting payment method from one screen, and the service should be deducing the transaction/convenience fee based on the payment method chosen. 34. What is the average bill amount for each tax or other relevant bill? Is this bill monthly? If not, what is the frequency? Utilities customers are billed monthly. Real estate and personal property taxes are billed semi-annually. Animal licenses are annual. Permits are as needed. 35. What is the average payment amount for each tax or other relevant bill? Is this bill monthly? If not, what is the frequency? What is the maximum transaction amount for each payment type that will be collected within this service? This could vary depending on utilities usage or annual assessment on property taxes. 36. Can you please breakout for us by number of transactions and dollar value of transactions for ACH? Credit Card?