1. Section 2.5: For those sections of business that credit card fees will be merchant absorbed, will settlement be gross or net funds? City of Appleton and Outagamie County (Both): Net of fees 2. Section 2.8: Please elaborate on where the City/County currently accepts or expects to accept other technologies? Both: We currently do not accept these other technologies. We will be looking for the awarded service provider to aid the City/County in integrating these new technologies where appropriate. 3. Section 2.12: Besides assistance in handling compliance with NACHA will assistance with PCI compliance be required? Both: Yes, to the extent PCI requirements apply to the City/County 4. Section 2.13: Please describe the type of point-of-sale terminal equipment currently in use? City of Appleton: The only point-of-sale equipment currently in use is at the parking ramps as described in Exhibit A, Section F. of the RFP. Outagamie County: Airport administration no terminal equipment, done online; Airport parking lot Zeag revenue control equipment; Airport FBO MAGTEK and fuel master plus (model fmu2500). Register of Deeds card swiper. Sheriff provided by PayGov. Solid Waste table top swiper Hypercom-Optimum 4210. Treasurer no terminal equipment, done online. 5. Section 2.13: Are self-service kiosks currently being utilized? If no, are they under consideration? City of Appleton: No, kiosks are not currently being used but they would be considered if financially beneficial. Outagamie County: Airport parking lot utilizes the same equipment that dispenses the ticket to accept the credit card. Airport FBO has a self service fueling station. Exhibit A 6. A. Property Taxes: Please define what is meant by an over-the-counter service? City of Appleton: Over-the-counter service would include providing the necessary equipment, technology and training to allow the City to accept credit card payments from citizens in person at the customer service counters. 7. A. Property Taxes: Who is the provider of the on-line site? City of Appleton: Official Payments Corporation 8. A. Property Taxes: Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: It is anticipated that the service provider will host the payment page. 9. A. Property Taxes: Is the "search to pay" site already developed and in use or will it need to be developed? If developed, is it managed in-house or through a third party? City of Appleton: It is already in use and is managed by the third party provider.
10. A. Property Taxes: In order for the payment page to manage the correct tax payment, we are assuming that customer payment information will be sent to the payment provider, and before payments can be made customer verification will be required. If these assumptions are correct, can you please explain the file format of these files, the frequency in which they will be sent and if they will be sent SFTP? City of Appleton: The file format is Excel (.xls), frequency is daily, file transfer is made via FTP (not encrypted) 11. A. Property Taxes: What information will need to be reported back to the Tax department on payments and how will it need to be formatted? What is the frequency this information will need to be transmitted (daily, weekly, other)? City of Appleton: Information to be received by the City should include payer name, parcel number, date of payment and amount in Excel format transmitted daily. 12. A. Property Taxes: Can any historical payment information be provided to assess the nature and type of transactions currently taken? City of Appleton: Just the information reported for 2012 in Exhibit A of the RFP 13. A. Property Taxes: Can you provide a breakdown of the remaining payments not made online? Over-thecounter credit card volume (number of transactions and amount)? Mail-in credit card volume? City of Appleton: The City only takes credit card payments for property taxes on-line, so the total reported is the total number of transactions. There are no credit card payments taken over-thecounter or in the mail currently. 14. B. Parking Tickets: Please define what is meant by an over-the-counter service? City of Appleton: See #6 above. 15. B. Parking Tickets: Who is the provider of the on-line site? City of Appleton: See #7 above. 16. B. Parking Tickets: Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: See #8 above. 17. B. Parking Tickets: Is the "search to pay" site already developed and in use or will it need to be developed? If developed, is it managed in-house or through a third party? City of Appleton: See #9 above. 18. B. Parking Tickets: In order for the payment page to manage the correct ticket payment we are assuming that customer payment information will be sent to the payment provider and before payments can be made customer verification will be required. If these assumptions are correct, would you please explain the file format of these files, the frequency in which they will be sent and if they will be sent SFTP? City of Appleton: See #10 above.
19. B. Parking Tickets: What information will need to be reported back to the Parking Ticket department on payments and how will it need to be formatted? What is the frequency this information will need to be transmitted? City of Appleton: Information to be received by the City should include payer name, ticket and license plate number, date of payment and amount in Excel format transmitted daily. 20. B. Parking Tickets: Can any historical payment information be provided to assess the nature and type of transactions currently taken? City of Appleton: Just the information reported for 2012 in Exhibit A of the RFP 21. B. Parking Tickets: Can you provide a breakdown of the remaining payments not made online? Over-thecounter credit card volume (number of transactions and amount)? Mail-in credit card volume? City of Appleton: The City only takes credit card payments for parking tickets online, so the total reported is the total number of transactions. There are no credit card payments taken over-thecounter or in the mail currently. 22. C. Utility Bills (Water Bills): Please define what is meant by an over-the-counter service? City of Appleton: See #6 above. 23. C. Utility Bills (Water Bills) Tickets: Who will be the provider of the on-line site? City of Appleton: The provider will be the vendor chosen by this RFP process. 24. C. Utility Bills (Water Bills) Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: See #8 above. 25. C. Utility Bills (Water Bills): In order for the payment page to manage the correct utility payment, we are assuming that customer payment information will be sent to the payment provider and before payments can be made customer verification will be required. If these assumptions are correct, would you please explain the file format of these files, the frequency in which they will be sent and if they will be sent SFTP? City of Appleton: Assumptions are not correct. At this time, it is not anticipated that the utility bill information will be made available during on-line payments. 26. C. Utility Bills (Water Bills): What information will need to be reported back to the Utility department on payments and how will it need to be formatted? What is the frequency this information will need to be transmitted? City of Appleton: Information to be received by the City should include payer name, utility account number, date of payment and amount in Excel format transmitted daily. 27. C. Utility Bills (Water Bills): Are credit cards payments currently accepted over-the-counter? If so, what were the annual sales volumes and transactions? City of Appleton: No, credit card payments are not accepted for utility payments currently.
28. C. Utility Bills (Water Bills): Can you provide a breakdown of payments currently made? Over-the-counter credit card volume (number of transactions and amount)? Mail-in credit card volume? City of Appleton: Not applicable since credit card payments are not currently accepted for utility payments. 29. D. Inspection Permit Fees: Please define what is meant by an over-the-counter service? City of Appleton: See #6 above. 30. D. Inspection Permit Fees: Who is the provider of the on-line site? City of Appleton: Point and Pay, LLC 31. D. Inspection Permit Fees: Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: See #8 above. 32. D. Inspection Permit: What information will need to be reported back to the Permit Department on payments and how will it need to be formatted? What is the frequency this information will need to be transmitted? City of Appleton: Information to be received by the City should include payer name, type of permit, date of payment and amount. 33. D. Inspection Permit: What is the typical inspection fee or how is it calculated? If the fee exceeds $50.00 is an additional $1.50 added to the transaction? City of Appleton: Individual permit fees run from $30 to $150 on average. Currently, the convenience fee for credit card payments is $1.50 per $50 transaction. So, if the transaction is over $50, an additional $1.50 is added. 34. E. Outdoor Fireplace Permit Fees: Please define what is meant by an over-the-counter service? City of Appleton: See #6 above. 35. E. Outdoor Fireplace Permit Fees: For the online payment site, who is the provider of the online site? City of Appleton: Point and Pay, LLC 36. E. Outdoor Fireplace Permit Fees: Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: See #8 above. 37. E. Outdoor Fireplace Permit Fees: What information will need to be reported back to the Permit Department on payments and how will it need to be formatted? What is the frequency this information will need to be transmitted? City of Appleton: Information to be received by the City should include payer name, type of permit, date of payment and amount.
38. E. Outdoor Fireplace Permit Fees: Have transactions for Permits been on-line, over-the-counter or both? City of Appleton: Currently, payment is accepted for fire permits on-line and over-the-counter. However, credit cards are only accepted on-line. 39. F. Parking Ramp Entry/Exit Fee: Who is the manufacturer for the 12 parking machines the city has? City of Appleton: Modern Systems 40. F. Parking Ramp Entry/Exit Fees: Do the parking machines currently accept credit cards? City of Appleton: No 41. F. Parking Ramp Entry/Exit Fees: Is the City planning on keeping the current parking machines or replacing them? City of Appleton: Keeping them 42. F. Parking Ramp Entry/Exit Fee: What middleware/ software do the Luke pay stations use? City of Appleton: Digital Pmt Tech 43. F. Parking Ramp Entry/Exit Fee: What type of connectivity do the pay stations use and would the payment provider be responsible for providing this connectivity? City of Appleton: CAT 5/6 to City s network 44. F. Parking Ramp Entry/Exit Fee: Please clarify the total sales volume for the three parking ramps. The monthly average is $600 per garage, which equates to $7,200 in sales per year, and with three locations, totals $21,600. Where do the remaining sales come from? City of Appleton: This is only current credit card sales at one ramp. All other revenue is cash basis. 45. F. Parking Ramp Entry/Exit Fee: Would you please clarify the statement that you are paying 15% of your parking revenue in credit card processing fees? If possible, can you provide a breakdown? City of Appleton: Various MC, VISA & Discover discount fees, auth fees, internet service fees and monthly service fees 46. G. Face to Face Transactions: Please provide more information about the City s cash receipt programs. Is this a software program and/or hardware system? Who is the manufacturer? City of Appleton: Software written internally 47. G. Face to Face Transactions: Will the system need to track and break out the sales to each of the different departments that collect revenue? Will funds need to be deposited into separate accounts for each department? City of Appleton: Yes, no 48. G. Face to Face Transactions: What was the breakdown on the $2,000,000 in revenue collected? Is it per department? Credit card volume/number of transactions for each area? City of Appleton: Licenses, permits, invoices, etc. Yes. No.
49. G. Face to Face Transactions: What equipment is currently used for accepting Face-to-Face transactions? City of Appleton: Computer 50. H. Parks and Recreation: Please define what is meant by an over-the-counter service? City of Appleton: See #6 above. 51. H Parks and Recreation: Who is the provider of the on-line site? City of Appleton: RBS 52. H. Parks and Recreation: Will the payment provider be required to directly interface to the payment site or can a hosted payment page be used? City of Appleton: Host payment page 53. H. Parks and Recreation: What information would need to be shared with Rec Trac and how would that information be passed? If files need to be passed, would you please explain the file format, the frequency in which they will be sent and if they will be sent SFTP? City of Appleton: The file format is text (.txt), frequency is daily, not sent SFTP Exhibit B 54. Airport: For all areas, are transactions collected at a face-to-face location? Are there separate payment locations for each of these services? Do these transactions need to be tracked and deposited separately or can they be co-mingled. What type of payment devices are used at these locations? Will there be a need to provide equipment for these locations? Outagamie County: Airport administration, parking lot and FBO are separate face-to-face locations that need to be tracked separately. See #4 above. 55. Airport: For the parking lot, are pay stations being used or are there stand-alone devices at each exit lane of the parking lot? Will equipment need to be provided if stand-alone equipment is being used? Outagamie County: Stand-alone devices at each lane (same equipment that dispenses the ticket). Separate equipment would not need to be provided unless we switch our method of payment (meaning, if we automate our parking rather than having a booth). 56. Airport: Will the airport be using a consumer absorbed or merchant absorbed model for the processing fees? Outagamie County: Will need to consider based on service provided and fees 57. Brewster Village: Would payment for all services be able to be made at a single point of entry or would they need to be done by service? If they need to separated, would they also require separate deposit accounts? Are there any special software systems that would need to interface? Would Medicare Copayments need to be handled separately? Outagamie County: Anticipated that payments would be accepted at one location with a need to separately account for the payment types without separate deposit accounts. Not at this time.
58. Brewster Village: Would an online payment portal be an option for these payments? If so, would a consumer-absorbed model be considered? Outagamie County: Current would be over-the-counter for all new applications with future consideration of on-line capabilities for new applications. Yes. 59. County Clerk: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Will services need to be tracked separately or can they be co-mingled? Outagamie County: Single payment point. Currently, none in place. Anticipated to be consumer absorbed. Services tracked separately. 60. County Clerk: Are payments to be collected through an online payment site? Outagamie County: Current would be over-the-counter for all new applications with future consideration of on-line capabilities for new applications. 61. Highway Department: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Will services need to be tracked separately or can they be comingled? Outagamie County: Single payment point. Currently, none in place. Depends on the fees. Services tracked separately. 62. Planning/GIS Department: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Single payment point. Currently, none in place. Anticipated to be consumer absorbed. 63. Land Conservation Department: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Single payment point. Currently, none in place. Anticipated to be consumer absorbed. 64. Parks/Mosquito Hill Nature Center: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Multiple payment locations. Currently, none in place. Anticipated to be consumer absorbed. 65. Register of Deeds: What is the expected transaction volume for over-the-counter transactions? Outagamie County: Estimating 550 over-the-counter credit card transactions for 2014
66. Register of Deeds: Will VitalChek allow integration into a third party gateway or into their system? Outagamie County: Awarded service provider would need to address with VitalChek if necessary 67. Sheriff s Department: Would you be looking for the provider to interface into PayGov or would you be looking for standalone solutions? If standalone solutions, would transactions be accepted at a single payment point or would multiple payment location be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Standalone with payment point for each transaction type. Currently, none in place. Anticipated to be consumer absorbed. 68. Sheriff s Department: Will PayGov allow integration into a third party gateway or into their system? Outagamie County: Awarded service provider would need to address with PayGov if necessary 69. Solid Waste: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Single payment point. Table top swiper currently in use. Anticipated to be a merchant absorbed program. 70. County Treasurer: Are credit cards being accepted by the County Treasurer for payment of property taxes? Please clarify how shelter reservations fit in to County Treasurer and would these transactions need to go through Point & Pay or be a standalone solution? Outagamie County: Yes. The County Treasurer handles the park shelter reservations for which a fee is charged. Anticipated to be a standalone solution. 71. UW Extension: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Single payment point. Currently, none in place. Anticipated to be a consumer absorbed program. 72. Zoning Extension: Would transactions be accepted at a single payment point or would multiple payment locations be required? Would equipment need to be provided for these locations? Would this be a consumer or merchant absorbed program? Outagamie County: Single payment point. Currently, none in place. Anticipated to be a consumer absorbed program. General 73. Will the City/County provide a single point of contact for all technical integrations or will each technology provider need to be dealt with separately? Both: Separately
74. Who currently processes your credit cards for the City and County? City of Appleton: Official Payments Corp., Point & Pay LLC, WorldPay, Chase Paymentech Outagamie County: Virtual Merchant, SunTrust, AHT, VitalCheck, PayGov and Point & Pay 75. Does the City and County accept e-checks? If so, what are the fees? Both: Neither the City or County currently accepts e-checks. 76. Regarding checks what is the non-sufficient percentage annually? City of Appleton: The City does not track this information; although, we do track the total number of NSF checks which was 121 in 2013. Outagamie County: Unknown 77. Who is the current vendor for checks? City of Appleton: Checks are printed by Eagle Flight Graphics. Outagamie County: Does not apply to this RFP 78. Is the City/County looking for guarantee or non-guarantee checks? Both: No 79. Please list integrator/software for each department. Both: See number 74 above. Not entirely sure of the question 80. Is integration mandatory for each department? Both: No 81. Do citizens need access to their accounts? Why? City of Appleton: For property taxes and parking tickets, citizens need access to their bill amounts. Outagamie County: Not currently possible future application 82. Please list each department a citizen would need access to their account. Both: See # 81 above. 83. Please list which department integration is necessary and the application to which the integration must be built. City of Appleton: Finance Department integration would need to be provided for the property tax and parking ticket applications. Park and Recreation Department for recreation program fees and facility rentals. Outagamie County: Not currently possible future application
84. Please list all departments a citizen will need access to their accounts. City of Appleton: Finance Department at the current time Outagamie County: See #81 above. 85. Is interfacing required? City of Appleton: Yes Outagamie County: See #83 above. 86. Does the City/County absorb the Parks & Rec Transactions? If yes, what is the fee? City of Appleton: All credit card processing fees are absorbed. Fees average approximately $575/month. 87. Is the Rec Trac software the City/County proprietary software? City of Appleton: No, it is a third party product. 88. There is mention to City/County system for receipt is this a proprietary system? City of Appleton: The City has a home-written receipting system. 89. How many terminals do you currently use for each department? City of Appleton: The only terminal currently in use is at a parking ramp which is described in Exhibit A, Section F of the RFP. Outagamie County: See #4 above. 90. Does your City/County use Card Readers or Terminals? City of Appleton: Terminal Outagamie County: See #4 above. 91. Do you own or lease the hardware or does your current merchant service provider, provide hardware to the City/County? City of Appleton: Own Outagamie County: Own other than hardware provided by VitalChek and PayGov 92. Does the City/County have DSL service? Both: No 93. Does each department have DSL? Both: No
94. How many POS units are currently in service and what type of equipment (i.e. brand) is being utilized? City of Appleton: 1 point of sale at parking ramp (Ingenico) and 2 at Park & Rec (ID Tech) Outagamie County: See #4 and #5 above. 95. Is the City/County currently charging a convenience fee for utility payments? If yes, what is the fee and who is the current vendor? If no, is the City/County absorbing the cost currently? City of Appleton: The City is not currently accepting credit card payments for utility bills. 96. Is there a current vendor for web transactions? If yes, who is the current vendor for web transactions? City of Appleton: Official Payments Corp., Point and Pay LLC, WorldPay Outagamie County: VitalCheck, PayGov and Point & Pay 97. What is the Expected go live date? City of Appleton: April, 2014 for parking ramps. Other applications will follow. Outagamie County: The County will work with the awarded provider on a time frame. 98. In regards to Utility Bills (Water Bills) what is the current fee? City of Appleton: The City does not currently accept credit card payments for utility (water) bills. 99. In regards to Utility Bills (Water Bills) does the City/County absorb the cost or does the citizen? City of Appleton: See #98 above. 100. Please indicate which department(s) will utilize IVR service. City of Appleton: The City is not currently using IVR but would look to the service provider to provide that service. Outagamie County: Not currently - possible future application 101. Please indicate which department(s) will utilize phone services taken by vendor. City of Appleton: The City will look to the service provider to provide guidance on where this technology will be most beneficial. Outagamie County: Not currently possible future application 102. Please indicate which department(s) will utilize Kiosks. City of Appleton: The City will look to the service provider to provide guidance on where this technology will be most beneficial. Outagamie County: See #5 above - possible increased future application
103. Section 2.0: Do you use the same merchant card processor for both City of Appleton and Outagamie County? Please provide the name(s) of your merchant card processor. City of Appleton: Official Payments online only, Point & Pay, RBS, Chase Outagamie County: See # 74 above. 104. Section 2.0: Are your existing web sites hosted by a third party and if so who is the provider? City of Appleton: Official Payments, Point & Pay Outagamie County: See #96 above. 105. Section 2.0: Do you assess convenience fees? City of Appleton: Property taxes & parking tickets & inspection permits Outagamie County: Airport no. Register of Deeds yes. Sheriff yes. Solid Waste no. Treasurer yes. 106. Section 2.8: Do you accept payments via American Express cards? City of Appleton: Only thru Official Payments Outagamie County: Airport yes. Register of Deeds yes. Sheriff unknown. Sold Waste no. Treasurer no. 107. Are you interested in electronic bill presentment via the online website? City of Appleton: Yes Outagamie County: Not currently possible future application 108. Exhibit A: For property taxes and parking tickets: Do you allow remitters to make e-check (ACH) payments online? If so, what is the average annual volume and dollar amount of e-check payments made online? City of Appleton: Currently, no 109. Exhibit A: For property taxes and parking tickets: Do you allow remitters to make debit card payments online? If so, what is the average annual volume of debit card payments made online? City of Appleton: No 110. Exhibit B: For which applications would the County require both over-the-counter and on-line payment capabilities? Outagamie County: Current would be over-the-counter for all new applications with future consideration of on-line capabilities for new applications
111. Exhibit B: For the following applications, please advise if the volumes included on the Exhibit are total credit card only or total number of transactions: Outagamie County: Airport total number of transactions except for parking lot which is total credit card only Sold Waste total number of transactions 112. Exhibit B: For each of the County applications, please advise if both credit/debit cards and e-checks will be accepted? Outagamie County: The County anticipates accepting both credit/debit cards. The acceptance of e- checks will be considered. 113. Exhibit B: Does the County plan to pay any fees associated with the payments or will the provider be allowed to charge a convenience fee? Outagamie County: It is anticipated that this will vary by department and/or service provided. 114. Would the City/County consider hosting the Search to Pay functionality on their websites or is this an absolute requirement for the selected vendor? City of Appleton: The selected vendor would be expected to host the search to pay site.