RFP Page Number Request for Clarification/Question CCSF Response

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1 RFP Page Request for Clarification/Question CCSF Response Cost Limitation Proposal Format 13 This section states that prices must remain firm for 5 years. The respondent can comply for charges assessed by the respondent, but we cannot control fees from Card Associations, which may change each April and October. Please confirm that this language does not include costs outside the respondent s control. How does the cover letter in differ from the cover letter that goes in the sealed envelope? What content are you looking for in each one? CCSF asks that Respondents quote only their pricing (as Interchange and Assessments PLUS Respondent pricing). CCSF recognizes that Respondents do not control Association pricing; therefore, CCSF requests that Respondents quote only those prices they control. The two letters are the same Annual Reports 16 The respondent s annual reports are over 200 pages long. Instead of printing them, can we provide web links to electronic copies of the annual reports? Yes, a link to a URL is satisfactory CCSF Processing Environments 26 This section states, CCSF departments operate a variety of inperson payment collection centers and use an assortment of cash register devices and cashiering systems. Can CCSF list vendor names and device/software applications and versions for all departments? This list will help the respondent determine compatibility with our solution. Most CCSF location cash registers and devices are not integrated with the credit card reading terminals. Therefore, in most cases, the credit card terminal will be stand alone. CCSF is in the process of evaluating point of sale systems, including the installation of the Wausau Cashiering system at the Office of the Treasurer and Tax Collector (TTX). Therefore, CCSF 1

2 RFP Page Request for Clarification/Question CCSF Response CCSF Processing Environments CNP Home Mortgage Issues 9.3 REO Property 9.4 Affordable Rental Housing 9.5 Small Business Lending 9.7 Consumer Lending and Services 9.8 Community 27 What version of Wausau is TTX installing? 30 This section states, Presently, CCSF departments employ several different third party vendors who supply gateways and/or Cardholder Not Present and E Check Processing services. Can CCSF list vendor names and gateways for all departments? This list will help the respondent determine compatibility with our solution Concerning the sections listed, the respondent is not a financial institution and not engaged in any lending practices. Please confirm that if the respondent is not a lending institution, these sections are not applicable. asks in the RFP for Respondents to name those gateways to which they are certified so that CCSF can evaluate compatibility to any system solutions being considered throughout CCSF. The Office of the Treasurer and Tax Collector (TTX) is installing Wausau Financial Service Cashiering System version a. This is out of scope for this RFP. Gateways will be the subject of a separate Gateway RFP to be issued later in 2012 and Cardholder Not Present and E Check processing will be the subject of an RFP scheduled for release in Yes, That is correct. However, if Respondent is supported/sponsored by a financial institution that is its acquirer, CCSF expects the acquirer to provide the requested information. 2

3 RFP Page Request for Clarification/Question CCSF Response Investments by Respondent 8. Will CCSF allow more time for a Respondent to object to any provisions or legal requirements set forth in this RFP? The (10) calendar days did not allow enough time for our Legal Department to review the (Agreement) and we would appreciate an extension until June 8th so the agreement can be fully reviewed? 9. Since CCSF currently processes credit cards do any of the locations require a manual close capability? If so, which location(s). 10. The RFP mentions CCSF uses an assortment of cash registers devices and cashiering systems and indicates TTX is currently installing a Wausau Financial Services Cashiering system which will process credit/debit cards; does CCSF use any other integrated POS or Cashiering System(s) to process credit card transactions? If so, please identify the name(s) of these systems and the name of the middleware and version which handle the credit card processing? Please review the questions below for each Department and identify which ones No, the City will not extend the date for the Terms and Condiitons of the RFP. If a respondent objects to terms and conditions in the City s standard agreement (P 500) the respondent may submit a redline with their proposal. The majority of CCSF locations perform an automated daily close however, a small number of locations do close manually. This topic will be addressed during implementation phase. Please see Questions #4 and #5. 3

4 RFP Page Request for Clarification/Question CCSF Response use an integrated Point of Sale (POS) system, the name of the POS/Cashiering system, the name and version of the middleware used to handle the card processing. 11. If using traditional credit card terminals to process activity please identify the terminal make and model (e.g. Hypercom T7P, Omni 3750, Nurit 8320 etc.) below in the questions for each Departments and the number of traditional credit card terminals installed at each location? 12. If using processing software to process credit card activity (non web based) please identify the name of software package, which locations use it and the current version i.e. PC Charge, version 5.7, Tender Retail, MCM ver.4.2.8, etc. 13. The RFP indicates some CCSF Departments use an interactive voice response (IVR) system to process credit card activity? If so, please list the Departments which use this method of processing, please identify the name of the IVR system(s) and what is the name of the middleware/version the system(s) uses to process card activity? Please see Merchant Statements and Questions #4 and #5. Depending on the outcome of the selection process for this RFP, CCSF will either retain or upgrade current terminals of the selected incumbent OR return all of the leased terminals and start use of recommended by a new service provider. Virtually all locations use physical card swipe terminals. This is out of scope for this RFP but will be included in the forthcoming Cardholder Not Present RFP scheduled for release in

5 RFP Page Request for Clarification/Question CCSF Response 14. Do any Departments process GSA/Government Procurement Cards, Corporate Cards that require Data Rate I, II or Commercial Cards that require Level II or Level III reporting? If so, please identify the Department. 15. Do any Departments process large ticket Visa/MasterCard transactions? I.e. sale amount in excess of $ per transaction? If so, please identify the Departments. No. The only department/agency that produces transactions in excess of $5,000 is the Department of Building Inspection (DBI). The volume of transactions in excess of $5,000 is very small, only a few annually. To clarify, the intention of the RFP is to request information regarding Respondents abilities, policies and pricing for all future CCSF Cardholder Present transactions. Accordingly, it is possible that CCSF may begin accepting Cardholder Present tax transactions that could easily exceed $5,000 and be large volumes. Please provide your view of convenience fees for this category of transactions. 16. Since some of the CCSF Departments processes credit cards on line what payment gateway is used? i.e. Authorize.net, PayPal, etc. please identify which Departments accept payments online and the payment gateway vendor used to handle the transactions for the Department? Are the on line transactions processed in Real time or Non Real time? This is out of scope for this RFP but will be included in the forthcoming Gateway RFP scheduled for release in 2012 and/or the Cardholder Not Present RFP scheduled for release in

6 RFP Page Request for Clarification/Question CCSF Response 17. The credit card terminal must have a dedicated line to dial out for approvals does your telecommunication system require a 9 or other check digit to access an outside line? If so, please identify which Departments using a traditional credit card terminal that require a 9 or other check digit to access an outside line? 18. In reference to Departments who use traditional credit card terminals is the dedicated line or telephone system analog or digital? If using a combination of the two, please identify which Departments use analog phone connections, which use digital and which Departments use a combination of the two? 19. The RFP mentions CCSF processes check electronically and Exhibit IV indicates all Departments except Municipal Transit Agency process checks electronically. Please describe how the process works for processing the checks? I.e. SFPUC processes checks electronically and all checks are scanned/ converted in the back office (BOC) after business hours using a scanner or checks are processed at the point of sale (POS) and all physical checks are handed back to the consumer after the item has been scanned If using check scanners (BOC) please identify the name of the device? Are the check scanning devices owned, rented or leased by CCSF? Is the phone Certain telephone lines used by CCSF require a 9 and others do not. Which departments/agencies use lines that require a 9 is not readily available. This topic will be addressed during implementation phase. This information is not readily available for all department/agency locations and will be discussed during implementation. This is out of scope for this RFP. The issue of check conversion is contained in CCSF s Banking and Payments RFP. 6

7 RFP Page Request for Clarification/Question CCSF Response system used to process the credit cards analog or digital? 20. Is the credit card processing service for CCSF/SFPUC integrated directly into your Utility billing system? If so, please provide the name of the vendor and program currently being used to handle the card processing? If not, would you be interested in receiving information about Elavon s Enterprise Billing Solution program? 21. Does any CCSF Department currently charge a convenience or transaction fee for processing a credit card over the counter? If so, please identify the Department, card types accepted and the fee charged to the consumer? 22. The RFP indicates CCSF/MTA collects credit/debit card payments for parking meters, please describe how the process works i.e. card payments for parking meters are swiped or inserted in an un manned kiosk located at various corner locations and a receipt is issued with a time stamp What is the name of the vendor who supplied the parking meter kiosk system? What is the name and version of the For over the counter credit card payments, the Public Utilities Commission (PUC) uses two (2) vendor supplied credit card terminals that stand alone and not integrated directly into PUC s Utility billing system, which is Oracle s Customer Care and Billing System. CCSF and PUC are interested in learning about every Respondent s abilities to enhance coordination between Cardholder Present card acceptance and billing systems.. No. Please see Question #15. The Municipal Transportation Agency (MTA) operates a few pilots covering a very small number of parking meters and no decisions have been made regarding meter or Gateway vendors for these locations. MTA currently has nearly 6,000 single space parking meters that accept credit card payments. The Vendor for the single space service is IPS and Gateway is provided by First Data. MTA operates close to 200 multi space paystations. The Vendor for the multi space service is Duncan and the Gateway is 7

8 RFP Page Request for Clarification/Question CCSF Response middleware used by the kiosk to handle the card processing? 23. The RFP indicates CCSF/MTA accepts card payments at Parking Center(s) how many parking centers are currently accepting credit cards for parking fees? Are payments handled by a manned booth or un manned parking kiosks? If a combination of two please identify which locations are manned, which are using un manned kiosks and which use a combination of the two? What s the manufacturer s name of the un manned kiosks and what is the name of the middleware and version used to handle the card processing? Is the phone system used to handle the card processing analog or digital? 24. The RFP indicates CCSF/SFO accepts credit cards for payment of parking fees, please identify if the airport is using manned or un manned kiosks to collect the parking fees, if using kiosks please identify the manufacturer s name of the units and the middleware and version used to handle the card provided by PayPal. Credit Card is inserted into credit card reader. User has an option to select desired park time. Minimum credit card purchase for both meter types is $0.25. Neither single nor multi space meters provide receipts. Please refer to report titled: MTA Parking Gargages Credit Card Acceptance Set Up This information is not readily available. A request for the information has been made to the department/agency and will be released as an update to these Questions as soon as possible. 8

9 RFP Page Request for Clarification/Question CCSF Response processing If using a combination of manned and unmanned stations, please confirm if the manned stations are using traditional POS terminals i.e Hypercom T4120 D, Verifone VX510LE, etc. and please confirm if the phone connection for these manned booths are analog, lease or digital line? 25. CCSF/ RPD accepts credit cards for various fees and daily admission tickets, what kind of processing equipment is currently being used to process credit card transactions at the various locations/sites? If using an integrated POS System, please identify which locations use this type of system, the name of the system, name of middleware and version? Please identify which locations use the POS System and which locations use a traditional credit card terminal? If using traditional credit card machine, how many are currently deployed at each location and do you own, rent of lease the equipment? Is the phone connection digital or analog? 26. CCSF/SFPL do all library locations accept credit cards if so, what type of equipment is used to handle the card processing? I.e. POS system or traditional credit card terminals, if using POS system please identify the name of the system and the middleware and version used to process the This information is not readily available. A request for the information has been made to the department/agency and will be released as an update to these Questions as soon as possible. The main CCSF library and twenty seven (27) branches all accept credit cards. The main library uses a stand alone terminal. Main library point 9

10 RFP Page Request for Clarification/Question CCSF Response activity? If using a traditional credit card machine, what is the make and model of the units currently deployed? Do you own, rent or lease the equipment? Is the phone connection analog or digital? of sale equipment is the Sharp UP700 with Datatran. At the main library and the twenty seven (27) branches, for copies and prints, credit cards are accepted using the TC2080 Card Loader with Cash/Credit card option (34 total card loaders). The middleware is Dial Tran Version #3.0. The libraries own the loader equipment and lease the stand alone terminals. The telephone connection is analog. 27. CCSF/PD does the PORT currently accept credit cards for payment of fees i.e. rental or leasing fees? If so, what type of equipment is used to handle the card processing? If using a POS system, please identify the name of the system and the middleware and version the system uses to handle the card processing? If using traditional credit card machines please identify how many terminals are deployed? Do you own, rent, lease or lease the equipment? Is the phone connection analog or digital? This information is not readily available. A request for the information has been made to the department/agency and will be released as an update to these Questions as soon as possible. 28. CCSF/DPH currently accepts credit card payments do the The cafeteria at San Francisco General Hospital (SFGH) uses a 10

11 RFP Page Request for Clarification/Question CCSF Response various locations use a POS System to process their card activity? If so, what s the name of the integrated POS system and middleware/version the system uses to handle the card processing? If using traditional credit card machines please identify the make and model of the units? Do you own, rent or lease these terminals? Is the phone connection analog or digital? point of sale system to process its credit card transactions. Other Department of Health locations (clinics) do not use a point of sale system, rather they rely on stand alone credit terminals. The SFGH point of sale system is MICROS combined with the MICROS 3700 terminal. Other locations use the Hypercom T7PLUS terminal. SFGH owns its MICROS terminal. Other locations rent terminals. All telephone connections are digital. Information on other Department of Health locations has been requested and will be posted upon receipt. 29. CCSF/TTX does the office of Treasurer & Tax Collector accept credit cards for payment of fees and property taxes? If so, does the department use an integrated POS System to process the card activity, what is the name of the system and the middleware/version the system uses to handle the card processing? If using traditional credit card processing equipment, what is the make and model of the credit card machine? Do you own, rent or lease the equipment? Is the The Office of the Treasurer and Tax Collector (TTX) does accept in person payments by credit card for every fee category EXCEPT taxes. TTX uses stand alone Hypercom T7Plus terminals which are leased. The telephone line is analog. TTX charges no convenience fees for Cardholder Present transactions. 11

12 RFP Page Request for Clarification/Question CCSF Response phone system the credit card machine is connected to analog or digital? Do you charge a convenience fee for Tax payments? If so, how much? 30. CCSF/DBI does this Department accept payments of fees by credit card? If so, does the location use an integrated POS System to process the card activity? If so, what s the name of the system and the middleware/version the system uses to process the activity? If using traditional credit card processing equipment, what is the make and model of the credit card machine? How many terminals are deployed? Do you own, rent or lease the equipment? Is the phone system the unit is connected to analog or digital? 31. Does CCSF use a centralized operator assisted Call Center to accept payments for various Departments? If so, does the location use an integrated POS System or card processing software to process the card activity? If using an integrated POS System, what s the name of the system and the middleware/version the system uses to process the activity? Please see Question #15. The Department of Building Inspections(DBI) accepts fees by credit card. The 1660 Mission Street location uses an integrated POS system to process credits cards. The name of the currently used system is Microsoft Dynamics Retail Management System (RMS) 2.0. The make and model of the Cash register is IBM Type H S/N 41 F0659. DBI plans a change to its point of sale systems and will be joining with the Office of Treasurer and Tax Collector (TTX) using the Wausau Financial System later in DBI currently has 8 terminals, but will have 40 when the new Wausau system comes on line. DBI owns the terminal equipment. The terminals connect through a restricted internet connection. No. 12

13 RFP Page Request for Clarification/Question CCSF Response If using processing software, what is the name of the software package and the version? If using traditional credit card processing equipment, what is the make and model of the credit card machine? How many terminals are deployed? Do you own, rent or lease the equipment? Is the phone system the unit is connected to analog or digital? 32. Please provide a list of terminals and software solutions owned by the City and County Please see Questions #22 #30 for the major CCSF departments/agencies. 33. We notice the deadline has passed to submit the objections to the RFP terms (pg 46). Due to the extensive nature of the RFP and the short time frame, we would request additional time to submit objections to the RFP terms. Would the City be willing to grant us an extension? No, the City will not extend the date for the Terms and Conditons of the RFP. If a respondent objects to terms and conditions in the City s standard agreement (P 500) the respondent may submit a redline with their proposal. 34. For each application for which electronic payments will be desired (Property Taxes, Utilities, Tenant Payments, What is the total number of payments collected by all means (#)? Please see the Cash Collection Survey released as part of this RFP and the Merchant Statements located at Information is also available in the Pricing Worksheets (Exhibit III) accompanying both the Banking and Payments and the Cardholder Present Merchant Card Processing RFPs. 13

14 RFP Page Request for Clarification/Question CCSF Response Building Permits, etc.): 35. What is the total amount of payments collected by all means ($)? Please see section of the Cardholder Present RFP. 36. What is Average Payment Amount ($) in total? Average transaction sizes can be calculated using the below references. Please refer to the Merchant Statements located at For card transactions, see Merchant Statements located at For all other volumes, see Account Analysis statements and Exhibit III released as part of the Banking and Payments and the Cardholder Present Merchant Card Processing RFP. 37. What are the Average Payment Amounts ($) by payment method (e.g., cash, check, ACH, credit card, debit card, etc.) if known? Average transaction sizes can be calculated using the below references. For card transactions, see Merchant Statements located at and the Carholder Present RFP. For all other volumes, see Account Analysis statements and 14

15 RFP Page Request for Clarification/Question CCSF Response Exhibit III released as part of the Banking and Payments RFP. 38. What are the Average Payment Amounts ($) by payment channel (e.g., Point of Sale, Web, IVR, mail, etc.) if known? 39. What is the payment channel mix by payment amount ($) (e.g., A% Point of Sale, B% Web, C% IVR, D% mail, etc.)? 40. What is the payment method mix by payment amount ($) (e.g., A% cash, B% check, C% ACH, D% credit card, E% debit card, etc.)? 41. What is the payment channel mix by payment count (#) (e.g., A% Point of Sale, B% Web, C% IVR, D% mail, etc.)? Please see Merchant Statements located at and the Pricing Worksheet, Exhibit III, to the RFP. Please see the Pricing Worksheet, Exhibit III, to the RFP. Card payments received by mail are extremely rare. Please see the Account Analysis statements and Volumes included in the Pricing Worksheet, Exhibit III, of the Banking and Payments RFP for non card payments. Please see Merchant Statements and the Pricing Worksheets, Exhibit III, of the Cardholder Present Merchant Card Processing RFP for card payments. Please see the Account Analysis statements and Volumes included in the Pricing Worksheet, Exhibit III, of the Banking and Payments RFP for non card payments. Please see Merchant Statements and the Pricing Worksheets, Exhibit III, of the Cardholder Present Merchant Card Processing RFP for card payments. 15

16 RFP Page Request for Clarification/Question CCSF Response 42. What is the payment method mix by payment count (#) (e.g., A% cash, B% check, C% ACH, D% credit card, E% debit card, etc.)? 43. What pricing model is desired: City funded or convenience fee? Please see the Account Analysis statements and Volumes included in the Pricing Worksheet, Exhibit III, of the Banking and Payments RFP for non card payments. Please see Merchant Statements and the Pricing Worksheets, Exhibit III, of the Cardholder Present Merchant Card Processing RFP for card payments. For Cardholder Present transactions for which no convenience fees are assessed, CCSF funded. 44. What is the existing convenience fee structure, if any? Convenience fees are not presently assessed to any Cardholder Present transactions. This may change in the future. 45. Who is the current provider of CCSF s merchant card processing relationship? For Cardholder Present transactions, Bank of America Merchant Services Can you outline which departments are utilizing transaction and convenience fee processing? For Cardholder Present transactions, none. 16

17 RFP Page Request for Clarification/Question CCSF Response Of the departments assessing a convenience/transactional fee, who is hosting the service? The department/division or a third party vendor? No departments/agencies assess convenience fees for Cardholder Present transactions Who is the reseller (provider) of the payment kiosk/parking meters? Please see Question # What is the name of the software/version/connectivity method used to transmit this data? Please see Question # Regarding the Wausau Financial Services Cashier System, can you disclose what product is being used as the gateway, (ex: MTX EPS (now known as Retalix), to process card payments? Wausau Financial Services standard credit card Gateway is Verifone s PAYware Connect d Please define what is meant by wallet technologies Wallet technologies are those solutions that converge a variety of payment options into a single application usually resident on a smart mobile telephone. For a description of one of many such 17

18 RFP Page Request for Clarification/Question CCSF Response Is the reference to ten (10) calendar days after the RFP is issued, mean the June 29 th release? If not, can we provide a list of provisions and proposed alternative language or is a redline of your agreement required? Please clarify. services, CCSF suggests that you refer to the Google Wallet. Yes, the release of the final RFP will have 10 days to object to the terms and conditions of the RFP. If a respondent objects to terms and conditions in the City s standard agreement (P 500) the respondent may submit a redline with their proposal. 53. Which providers have been invited to participate? All qualified providers are invited to participate in this RFP. 54. Of the 68 MIDs, please break down by; a. Terminal b. Kiosk 55. Which terminal model is being used currently? How many do you have? How many do you have? 56. Which pinpad model is being used? How many do you have? Depending on the outcome of the selection process for this RFP, CCSF will either retain or upgrade current terminals of the selected incumbent OR return all of the leased terminals and start use of equipment recommended by a new service provider. Depending on the outcome of the selection process for this RFP, CCSF will either retain or upgrade current terminals of the selected incumbent OR return all of the leased terminals and start use of equipment recommended by a new service provider. 18

19 RFP Page Request for Clarification/Question CCSF Response Which gateway software is connected to the ticket issuance kiosks? Which gateway software is connected to the parking meters? This is the subject of a forthcoming Gateway RFP scheduled for release in Section e. How many MIDs are in the TTX? The Office of the Treasurer and Tax Collector (TTX) maintains two (2) MIDS for Cardholder Present transaction processing. 59. f. What percentage of the total volume is within the TTX? 60. g. Which terminal model or software is used to process the cards? Please see Question #55. Please see Questions #5 and # Section h. How many MIDs are in the DBI? 62. i. What percentage of the total volume is within the DBI? 19

20 RFP Page Request for Clarification/Question CCSF Response 63. j. Which terminal model or software is used to process the cards? Please see Questions #30 and # Section k. How many MIDS are in the SFPUC? 65. l. What percentage of the total volume is within the SFPUC? 66. m. Which terminal model or software is used to process the cards? Please see Question #55. Please also see Question # Section n. How many MIDS are in the MTA? 20

21 RFP Page Request for Clarification/Question CCSF Response 68. o. What percentage of the total volume is within the MTA? 69. p. Which terminal model or software is used to process the cards? Please see Question #55. Please also See Question # Section q. How many MIDS are in SFO? 71. r. What percentage of the total volume is within the SFO? 21

22 RFP Page Request for Clarification/Question CCSF Response 72. s. Which terminal model or software is used to process the cards? Please see Question #55. Please also see Question # Section t. How many MIDS are in DPH? 74. u. What percentage of the total volume is within the DPH? 75. v. Which terminal model or software is used to process the cards? Please see Question #55. 22

23 RFP Page Request for Clarification/Question CCSF Response Please also See Question # Section w. How many MIDS are in RPD? 77. x. What percentage of the total volume is within the RPD? 78. y. Which terminal model or software is used to process the cards? Please see Question #55. Please also See Question # Section z. How many MIDS are in PD? 23

24 RFP Page Request for Clarification/Question CCSF Response 80. aa. What percentage of the total volume is within the PD? 81. ab. Which terminal model or software is used to process the cards? 82. Section ac. How many MIDS are in SFPL? Please see Question #55. Please also See Question # ad. What percentage of the total volume is within the SFPL? 84. ae. Which terminal model or software is used to process the cards? 24

25 RFP Page Request for Clarification/Question CCSF Response Please see Question #55. Please also See Question #26. 25