REQUEST FOR PROPOSAL ELECTRONIC CREDIT CARD PROCESSING SERVICES

Transcription

1 REQUEST FOR PROPOSAL ELECTRONIC CREDIT CARD PROCESSING SERVICES August 24,

2 ELECTRONIC CREDIT CARD PROCESSING INSTRUCTIONS TO PROPOSERS SECTION 1 - GENERAL INFORMATION BACKGROUND: The City of Missoula, Montana is seeking proposals from qualified organizations to provide credit card processing services. The solution should improve the City s ability to efficiently and accurately conduct various types of credit card collection transactions, manage financial information, allow for integration into existing City operations, interact and interface with existing City legacy systems, improve workflow, maintain data integrity, etc. The City s credit card functions occur at various locations throughout the City organization. The City is seeking proposals from organizations with a proven history of success within the credit card processing industry. The City intends to award one contract with a single vendor. The proposal should include interface solutions if a single or multiple third party application is presented. This Request for Proposal (RFP) sets forth requirements for these services and solicits a detailed response from firms to include functional and technical requirements, implementation services, on-going software maintenance and support, and pricing. The City currently utilizes a single vendor to process credit and debit card transactions with multiple gateways and transactions currently settle to one City of Missoula bank account. Parking Commission This department manages the City s public parking facilities. The department currently accepts credits cards for a limited amount of downtown parking meters and office transactions, resulting in 19,435 credit card transactions for a total of $134, in fiscal year 2012 averaging $6.92 per transaction. Municipal Court Municipal Court s counter operations initiated 7,307 transactions for a total $688,625 in credit card business for fiscal year 2012 averaging $94.24 per transaction. Web payments are not listed, due to a contract with the State of Montana. Finance The City Finance division serves as the central depository for the collection and recording of operating revenues for the City. A total $100 million in revenues are recorded through this office in an average twelve-month period. City Finance ran 5,054 credit card transactions and E-checks in fiscal year 2012 totaling $791, in revenue. City Finance has access to internet-based bank account information reporting services. The bank account information reporting services are used to track deposits to bank accounts that occur from credit card and ACH settlements. Sewer Utility Customer Services Sewer Utility Customer Services is responsible for providing billing and customer service for the City sewer public utility services with total revenues of approximately $6,828,000 per year. A walk-in customer service area allows customers to make payments in person either by cash, check or by credit card. Payments may be mailed in and paid by check or credit card. Credit card payments are taken over the telephone. Finally, credit card payments may be made electronically by accessing the city s web-site. Sewer Utility Customer Services counter operations initiated 281 transactions totaling $66, in fiscal year Sewer Utility Customers can mail payments to the local office and/or to the lockbox. The Lockbox processed 610 transactions, totaling $97, for fiscal year Sewer Utility Customer Services telephone operations experienced $113, in credit card business with 633 transactions in fiscal year Sewer Utility Customers can also pay their utility bill on the web. Web payments (credit cards and e-checks) totaled $420, revenue with 2,580 transactions for fiscal year There were 552 E-check payments processed from the web that totaled $50, in revenue. The Finance office also processed approximately 1000 miscellaneous other transactions in fiscal year 2012 totaling $92, in revenue. 2

3 Parks and Recreation This office operates two swimming pool operations, one of which is an indoor facility that operates year round and one that is an outdoor facility for the summer months. These two facilities experienced 19,604 credit card transactions totaling $449, in revenue for fiscal year 2012, averaging $22.93 per transaction. Other parks and recreation facilities experienced 674 credit card transactions totaling $32, of revenue, averaging $47.64 per transaction. Other The City Finance office serves as the current administrator for the credit card processor and the city s Information Technology department provides technical and system support for the credit card processing service. The successful proposer will interact frequently with City personnel representatives from each of these operational areas. The areas of credit card transactions listed are the transactions that will be processed under this RFP. Certain departments and/or transactions have been eliminated due to an existing contract with the State of Montana and Accela. SECTION 2 SCOPE OF SERVICES OBJECTIVE: The purpose of this RFP is to engage a full-service vendor experienced in the development, installation and operation of a credit and debit card processing service for the City. The Proposer will provide Visa (credit/debit), MasterCard (credit/debit), Discover, and American Express credit card merchant processing contract and transaction processing systems and services for agencies throughout the City. Flexibility and Configuration 1. The solution must be configurable for interaction with existing systems such as CORE and CLASS, the City s primary point of sale cashiering application provided by Tyler Technology and Active Network, respectively, systems currently in the process of being replaced and future systems as needed. Briefly discuss your system s adaptability in this regard. 2. The City wants to leverage its existing technology and seeks a processor that has previously or can interface the City s current POS cashiering application (CORE and CLASS). The Proposer, if not currently integrated with Tyler Technology and Active Network products as a credit card processing service provider, must present evidence that the organization is seeking integration and supply a timetable for approval. 3. At present, certain operational areas of the City utilize magnetic-stripe card readers that interface directly with CLASS while other areas manage credit card transactions using a virtual internet processor and standalone POS processing units. Present confirmation is that credit card processing may be initiated by magnetic-swipe card reader interfaced through current City software, with stand-alone processing units by swipe or keypad methods, and via virtual terminal and web-based entry. 4. Municipal Courts and Sewer Utilities currently employ functionality to receive credit card payments via the internet at the City s website Multiple other City departments will be exploring the ability to take payments via the internet. Please discuss the ability of your service to interact with in-house internet web applications as well as the latest technology and security as well as the ability to interact with Edens (Tyler Technology) based general ledger program. 5. The City is exploring the option of implementing on demand (one-time) ACH transactions over the web. Please indicate your firm s ability to process transactions of this type. 6. The City would like to possibly utilize telephone automation for certain types of transactions (ie Utilities) involving credit cards. Please indicate if your entity possesses this functionality and if so, what procedures are in place to process these transactions along with that procedures ability to interact with our Edens (Tyler Technology) based general ledger program. 7. Identify service exceptions and present alternatives that may be considered. 8. Have the ability to charge convenience fees should the Missoula City Council so desire. These fees may or may not be utilized by the City of Missoula. It is likely that the city council will weigh all options and proposals before selecting a vendor. 9. The City of Missoula recognizes that there are many benefits to accepting payment cards, including: a. Enhanced customer service and convenience 3

4 b. Increased certainty of collection c. Accelerated payments and the availability of funds d. Improved audit trail e. Reduced cashiering costs f. Improved overall cash flow and forecasting g. Lessened delinquencies h. Reduced return check processing costs i. Reduced collection costs 10. The City of Missoula currently uses 14 different Merchant Terminal Identification numbers to be able to identify to which department transactions and settlements belong to. Please indicate your firm s ability to issue and identify 12 to 15 different terminal identifications. 11. The City of Missoula needs to have the ability to process multiple credit card transactions to the same card, for the same amount, on the same day as we have customers with multiple accounts. Please indicate your ability and procedures for these types of transactions. SECTION 3 - PROPOSER QUALIFICATIONS 1. The City seeks proposals from stable, reputable organizations with a track record of ongoing customer support and satisfaction. Identify and describe in summary your organization s performance of services similar in nature, scope, and size to that requested by this RFP within the last two years. 2. This RFP seeks assurance of the following. Briefly discuss your firm s ability to provide: a. Timely implementation b. System stability c. Software reliability and performance d. Equipment quality and performance e. Operator- and user-friendliness f. Maintainability g. Quality training for users and technicians h. Quality service and maintenance SECTION 4 SPECIFICATIONS The successful Proposer will furnish and install all applicable software and equipment, and provide services related to the installation and optimization of the system, subsystems, and other ancillary devices described by this RFP. Proposals must describe all software components, hardware components, services, and tasks required to implement a working, fully functional system, whether supplied by Proposer or City. Any and all components whether hardware or software required to make the system usable and fully operational that are not described in the proposal documents as being necessary, shall be provided at Proposer s expense. 1. The POS terminal software must support the following functions: a. Transaction processing for Visa, MasterCard, Discover, and American Express; b. Automatic capture of payment details; c. Authorization of payment amounts; d. Void and refund; e. Dual-copy receipt; f. Decline notification message; g. Rejection detail for non-authorized transactions; h. Update, add, or delete clerk and/or supervisor; and 4

5 i. Determination of batch cutoff time by location. 2. Most City departments currently use magnetic-stripe readers via a virtual internet processor ViaWarp and Elavon. The POS terminals that are in use are for the Parking Commission are VeriFone Vx570IP and Shelby paystations. The POS terminals will have at a minimum: a. Magnetic-stripe card reader; b. Data entry keypad; c. Optical display; d. Integrated thermal receipt printer; e. Optional or internal PIN pad; f. Capability for voice-over-ip communication; and g. Most recent security features, including end-to-end SSL encryption. 3. Additional Requirements: a. System availability 7 days per week, 24 hours per day including holidays; b. POS training and support; c. Toll-free authorization number; d. Toll-free problem resolution number; e. Storage of payment detail and summary records for a minimum of two years; f. Capability to view and export transaction files from website; g. Capacity for transaction inquiry by transaction date or amount, card type, card number or merchant ID; h. Ability to view, export, and customize reports; i. Detail and appropriate response time for chargebacks; j. Determination of user access privileges by City Treasurer s Office. 4. Settlement Proceeds Requirements: a. Settlement for Visa, MasterCard, Discover, and American Express will be by ACH credit directly into a bank account specified by City Treasurer. In no event shall any of the settlement proceeds be made into the Provider s bank accounts. Please specify and discuss the timing of the availability of funds, especially as it relates to pricing. b. Currently the City receives sufficient detail in the ACH credit records to tie receipts down to Merchant ID and Merchant Name within the City. This detail or its equivalent shall be maintained. c. Vendor will invoice the City Treasurer s Office for all Visa, MasterCard, Discover, and American Express discounts and processing fees rather than deducting from settlement proceeds. d. Explain your process in place to handle Non-Sufficient Fund (NSF) transactions. 5. Security: a. The contract will require adherence to Payment Card Industry Data Security Standard (PCI DSS). The Proposer must include acknowledgement of responsibility for the security of cardholder data and provide validations of PCI compliance. A link to the certification and/or a hard copy of the compliance certification must be provided. b. The agreement will require Red Flag mandate compliance. The successful Proposer must develop and implement an Identity Theft Prevention Program to include reasonable policies and procedures for detecting, preventing, and mitigating identity theft. c. What would be the vendor s response to security breaches or loss of information. Please provide a comprehensive review of the vendor s internal and external security procedures. Please describe Internet sign-on and multi factor identification procedures. 5

6 d. What would be the City s liability in the event of a security breach, loss of data, or default by the payment card service provider or third-party portal. 6. Disaster Recovery: a. The Proposer will be required to provide a description of backup procedures in the event that terminals or communication links are not operational. SECTION 5 PROPOSAL REQUIREMENTS COMPLIANCE WITH LAWS, STANDARDS AND PRACTICES: Proposals must comply with all federal, state, county, and municipal laws. Materials and workmanship must conform to the highest standards of manufacturing and engineering practices. All items used must be new and unused in first class condition, of current manufacture and be of the type generally accepted for the proposed use. PRICING: Provide a price schedule for the services described in the RFP which would also include the pricing for any convenience fees to be assessed, should the City of Missoula council request that these fees be assessed. Please discuss any special rules pertaining to convenience fees or credit/debit card fees. Include any one-time fees, research fees and all other fees that will or could be charged (e.g., interchange rates by location, regular and ad hoc reporting costs). 1. Outline all fees associated with each method of transaction set up (ie web, face to face, etc): Reporting, voice authorizations, chargebacks, monthly minimums, and charge for PCI and Non-PCI compliance fees. Please include pricing differentials, if any, for differences in settlement dates. 2. Define and list transaction fees for authorization, settlement, network, communications (gateway and/or acquirer) and any other fees. Please submit a per transaction fee structure and total cost. Please include pricing differentials, if any, for differences in settlement dates. 3. Pricing variation for ACH, credit cards, EFT and IVR per transaction. Please include pricing differentials, if any, for differences in settlement dates. 4. Include both purchase and lease prices for stand-alone credit card processing units. 5. Are discount fees calculated on gross or net sales? 6. For how long will Proposer guarantee proposed fees? 7. How and when is the City notified of price adjustments? 8. Please disclose if you have any and who it is: a. Any third party gateway b. Any third party acquirer c. Any third party processor 9. Does your organization charge for project management and technical consulting? If so, please provide pricing for these services. 10. Submission of a proposal shall be conclusive evidence that the Proposer has investigated and is satisfied as to the conditions to be encountered in performing the work. The proposed pricing structure will apply to any and all City 6

7 operational areas. However, the City makes no representation that individual departments will utilize services of any particular service provider under the master agreement to be established as a result of this RFP, or that present card processing activity levels presented in this RFP will remain constant. 11. Failure to submit all required pricing information will result in the proposal being considered non-responsive. Proposers are required to hold prices firm for a minimum of 120 days in order that an award be made. PROJECT SCHEDULE: The implementation of a service for an organization of this size and complexity is a significant undertaking. Consideration must be given to the day-to-day operations of City agencies, which must not be adversely disturbed or interrupted. The following represents significant events and the associated proposed timetable from release of this RFP to award of contract: PROPOSED TIMETABLE Request for Proposal to Prospective Proposers.08/24/2012 Proposal Due Date.09/21/2012 (5 PM Mountain time) Recommendations to City Council 10/05/2012 Projected Contract Award..10/15/2012 Copies of this RFP may be obtained from: Brentt Ramharter Finance Director City of Missoula 435 Ryman Street Missoula, MT Or from the City of Missoula website located at: Implementation of the proposed credit card system is divided into two phases. The first phase is for operational areas that are currently processing credit card payments. Phase two will be the remaining operational areas of the City who are in planning stages of credit card payment acceptance. These phases will begin after a vendor is selected and the contract is awarded. The following information is provided to allow the Proposer the opportunity to assess implementation needs to be included in the response to the RFP. The target date for implementation is December 1, The Proposer will provide an implementation plan by phase. INSTRUCTIONS: 1. Proposal Format: A complete and thorough response is encouraged, as this RFP and response will be incorporated into the final contract by reference. The proposal should be structured as outlined below: b. Cover letter from authorized individual responsible for response and proposal content. c. Official Proposal forms and all requested information provided in a sealed envelope marked Credit Card Processing Services. Refer to Exhibit A for official forms. Refer to the following RFP sections for required responses: 1. Scope of Services please indicate ability to meet each individual requirement 7

8 2. Proposer Qualifications please respond with requested information 3. Specifications please discuss your ability to meet the identified specifications 4. Proposal Requirements (pricing, project schedule & timetable) please respond to all questions and requests of information d. Provide three (3) references of comparable clients to whom your firm has provided credit card processing services. Refer to Exhibit A.3 for requested information for each client. The evaluation committee will ascertain from the references their satisfaction with your service, systems and implementation processes, as well as your organization s perceived responsiveness. e. Make available any service agreements required prior to the commencement of services. f. Present sample documents and reference manuals that would be provided to the City upon selection. g. Please include a copy of your firm s most recent audited financial statements. 2. Submission: One (1) original marked as such and three (3) copies of proposals must be delivered in sealed envelopes labeled Credit Card Processing Services by 5:00 p.m., September 21, 2012 at the following location: Finance Office City of Missoula 435 Ryman Street Missoula, MT Attention: Brentt Ramharter, Finance Director Proposals received after 5:00 p.m., September 21, 2012, cannot be considered and will be returned unopened. There will be no exceptions to this policy. All proposals will remain on file at least forty-eight (48) hours. The City of Missoula reserves the right to reject any and all proposals. 3. Communication with City: Proposers shall designate one (1) representative to serve as liaison with the City. This individual s name and contact information should be included in the proposal response. All communication between the City and the Proposer will be directed through this individual and shall be in writing. correspondence will be accepted. Any inquiries concerning the contents of this RFP should be directed as follows: Brentt Ramharter, City of Missoula Finance Office, 435 Ryman St., Missoula, MT Telephone: (406) Facsimile: (406) Other Services: Evaluation of proposals will be based on current services, however, any new, enhanced or innovative services available will also be considered. Proposer may offer suggestions and pricing for alternative services offered. 5. Unit Pricing: Proposals must include pricing based on data in Exhibit A Joint Proposals: Proposers shall respond by and on behalf of their organization only. No joint proposals will be considered. Please provide details on any third party arrangements necessary for any services to be primarily provided by your institution. 7. Withdrawal: No proposal may be withdrawn once submitted to the City Finance Office. 8. Proposal Expenses: Expenses incurred in the preparation of the proposal are the responsibility of the Proposer. 8

9 EVALUATION The proposals will be evaluated by a committee based on the following considerations: 1. Selection of a processor, as a result of this evaluation, is subject to the successful execution of a contract and other service agreements between the processor and the City. a. Complete response to all required items on the official forms provided; b. Service cost that is most advantageous to the City meaning all services requested, not just price alone; c. Ability to provide timely, responsive service; d. Ability to meet current and projected service requirements over the term of the agreement; and e. Cost of conversion to new processor will also be considered 2. Terms and Conditions: a. The City reserves the right to reject any and all proposals, to waive any irregularities or informalities in any proposal or in the proposal procedures and to accept or reject any item or combination of items. The award will be to the Proposer whose proposal, in the opinion of the City, is the best proposal taking into consideration all aspects of the proposer s response. Exceptions to any specification must be placed on Exhibit A.2 and will be considered in the final analysis of the proposal. Exception costs will be added or subtracted from the submitted proposal to arrive at a net cost to the City. Failure to include an exception on Exhibit A.2 will render the exception as invalid and the Proposer will be treated as being in compliance with specification, regardless of intent. b. Proposers shall thoroughly examine and be familiar with these specifications. The failure or omission of any proposer to receive or examine this document shall in no way relieve the proposer of obligations with respect to this proposal or the subsequent contract. c. Proposers shall in no way make unauthorized changes to the specifications, forms or terms. Doing so may render the response invalid. d. Record retention outlined in these specifications must meet City policy and State statute requirements. 3. Term/Termination. This Agreement shall terminate automatically 3 years from the contract date unless extended by written amendment to this Agreement. 4. Relationship of Parties. It is understood by the parties that PROPOSER is an independent contractor with respect to CITY, and not an employee of CITY. CITY will not provide fringe benefits, including health insurance benefits, paid vacation, or any other employee benefit, for the benefit of PROPOSER. 5. Disclosure. PROPOSER is required to disclose any outside activities or interests, including ownership or participation in the development of prior inventions, that conflict or may conflict with the best interests of CITY. Prompt disclosure is required under this paragraph if the activity or interest is related, directly or indirectly, to any activity that PROPOSER may be involved with on behalf of CITY 6. Employees. PROPOSER's employees, if any, who perform services for CITY under this Agreement shall also be bound by the provisions of this Agreement. At the request of CITY, PROPOSER shall provide adequate evidence that such persons are PROPOSER's employees. 7. Injuries. PROPOSER acknowledges PROPOSER's obligation to obtain appropriate insurance coverage for the benefit of PROPOSER (and PROPOSER's employees, if any). PROPOSER waives any rights to recovery from CITY for any injuries that PROPOSER (and/or PROPOSER's employees) may sustain while performing services under this Agreement and that are a result of the negligence of PROPOSER or PROPOSER's employees. 8. Intellectual property. The following provisions shall apply with respect to copyrightable works, ideas, discoveries, inventions, applications for patents, and patents (collectively, "Intellectual Property"): 9

10 a. PROPOSER's Intellectual Property. PROPOSER personally holds an interest in the Intellectual Property that is described on the attached Exhibit C and which is not subject to this Agreement. b. Development of Intellectual Property. Any improvements to Intellectual Property items itemized in the proposal, further inventions or improvements, and any new items of Intellectual Property discovered or developed by PROPOSER (or PROPOSER's employees, if any) during the term of this Agreement shall be the property of PROPOSER, subject to CITY's right to acquire such Intellectual Property on terms agreeable to PROPOSER and CITY. CITY will not acquire shop rights or an interest in any way in such Intellectual Property by virtue of the development, experimentation, or adaptation for manufacture, sale, or use. c. Use of Intellectual Property. PROPOSER may grant the CITY the use of said intellectual property, including allowing the CITY possession of the same. Such use and/or possession of the Intellectual Property does not relinquish the PROPOSER s ownership or interest in such Intellectual Property. 9. Return of Records. Upon termination of this Agreement, PROPOSER shall deliver all records, notes, data, memoranda, models, and equipment of any nature that are in PROPOSER's possession or under PROPOSER's control and that are CITY's property or relate to CITY's business. 10. Notices. All notices required or permitted under this Agreement shall be in writing and shall be deemed delivered when delivered in person or deposited in the United States mail, postage prepaid, addressed as follows: IF for CITY: Brentt Ramharter, Finance Director City of Missoula 435 Ryman Street Missoula, MT IF for PROPOSER: Such address may be changed from time to time by either party by providing written notice to the other in the manner set forth above. 11. Entire Agreement. This Agreement contains the entire agreement of the parties and there are no other promises or conditions in any other agreement whether oral or written. This Agreement supersedes any prior written or oral agreements between the parties. 12. Amendment. This Agreement may be modified or amended if the amendment is made in writing and is signed by both parties. 13. Severability. If any provision of this Agreement shall be held to be invalid or unenforceable for any reason, the remaining provisions shall continue to be valid and enforceable. If a court finds that any provision of this Agreement is invalid or unenforceable, but that by limiting such provision it would become valid and enforceable, then such provision shall be deemed to be written, construed, and enforced as so limited. 14. Waiver of Contractual Right. The failure of either party to enforce any provision of this Agreement shall not be construed as a waiver or limitation of that party's right to subsequently enforce and compel strict compliance with every provision of this Agreement. 15. Applicable Law. This Agreement shall be governed by the laws of the State of Montana. 16. Contract Termination. The City may terminate this contract due to non-renewal, unavailability of funds or for neglect as determined by the City which shall include, but not necessarily be limited to; insufficient insurance coverage, failure to provide required standards of service, failure to provide quality and frequency of service deemed by the City of Missoula to be unsatisfactory. This may include any cessation or diminution of service including but not limited to failure to maintain adequate personnel, whether arising from labor disputes, or otherwise, any 10

11 substantial change in ownership or proprietorship of the contractor which in the opinion of the City is not in its best interest, or failure to comply with the terms of this contract. The City shall provide ten (10) calendar days written notice of contract neglect and unless within ten (10) calendar days such neglect has ceased and arrangements made to correct, the City may terminate the contract. The City upon 10-day written notice may cancel contract if it is determined that the contractor does not conform to the procedures outlined in their proposal. Should the City breach any terms or provisions of this contract, the PROPOSER shall serve written notice on the City setting forth the alleged breach and demanding compliance with the contract. Unless within ten (10) calendar days after receiving such notice, the allegations shall be contested or such breach shall cease and arrangements made for corrections, the contractor may terminate the contract. 17. Proposer Responsibilities. The PROPOSER shall be financially responsible for obtaining all required permits, licenses, insurance and/or bonding to comply with pertinent regulations; municipal, county, state and federal laws, and assume liability for applicable taxes. 18. Communication. Recognizing that the successful performance of this contract is dependent on favorable response from the users, the PROPOSER shall meet regularly with the authorized City agent, or representative to effect adjustments in operations, and cooperate at all times to maintain maximum efficiency and good public relations. 19. Prime Contractor. The contract and any part thereof shall not be subcontracted or assigned to another contractor without prior written permission of the City of Missoula. 20. Insurance Indemnification. The PROPOSER agrees to procure and maintain in effect insurance policies in the amount and with the type of coverage shown below: a. Errors and Omission insurance protecting the Proposer and its employees in an amount not less than $1 million. b. The contractor shall certify that it carries workers compensation insurance for its employees and that it has either elected workers compensation coverage for its principals or has an approved exemption from such coverage as required by Section MCA. c. Commercial General Liability insurance on an Occurrence Basis with limits of liability not less than $1,500,000 per occurrence and/or aggregate combined single limit personal injury, bodily injury and property damage. d. Motor Vehicle Liability, with limits of liability not less than $500,000 per occurrence combined single-limit bodily injury and property damage. Coverage shall include all non-owned vehicles, and all hired vehicles. 21. City of Missoula Non-Discrimination. All hiring shall be on the basis of merit and qualification and there shall be no discrimination in employment on the basis race, ancestry, color, physical or mental disability, religion, national origin, sex, age, marital or familial status, creed, ex-offender status, physical condition, political belief, public assistance status or sexual orientation, gender identity or expression, except where these criteria are reasonable bona fide occupational qualifications. 11

12 EXHIBIT A.1 Pricing Data from Fiscal Year 2012 Average Transaction Transactions Sales Size Finance , UB Phone , UB Front Counter , UB Lockbox , Sewer (UB) Web 2, , Parks , Currents/Splash 19, , Municipal Court 7, , Parking Com 19, , ,522 2,045,

13 EXHIBIT A.2 - City of Missoula - Proposer Exemption Form - The Proposer wishes to make the following exceptions to the specifications listed in the Scope of Services: Page # Ref Item Estimated Cost 13

14 EXHIBIT A.3 City of Missoula Proposer References please provide references for your experience with governments (if possible) as the needs of governments differ from private sector entities. Prepared by: Date: Name of Entity: Contact name: Contact s Title: Contact s Facsimile Number: Contact s address: Began Service Date: Termination Service Date: Account Manager for this reference: Other Comments: 14