Purpose CITY OF DENTON - EXHIBIT 2 SCOPE OF WORK AND TECHNICAL SPECIFICATIONS The City of Denton is issuing this Request for Proposals (RFP) in an effort to secure kiosk(s) solutions and professional services to enhance the City s payment options. Qualified vendors should have demonstrated professional and technical experience implementing and maintaining kiosk solutions for the acceptance of payments and customer self-service. All kiosks must be American Disabilities Act (ADA) compliant. Qualified vendors must have experience managing and securing customer data which includes compliance with PCI and related regulatory standards. Vendors should also have a proven project management track record which includes the development, implementation, and support phases of the project. Background Information The City of Denton is a municipally owned and operated utility provider with a service area of approximately 94.9 square miles. The City provides utility services that include electric, water, wastewater, drainage, and solid waste to approximately 53,220 residential and commercial accounts serving more than 115,662 citizens in the Greater Denton area. CITY utilizes Harris NorthStar 6.4 as its utility billing and customer information system (CIS). Project Description and Expectations At the successful completion of the project, the City expects the kiosk(s) to adequately perform or assist with the following business processes: Customer Experience: The City will utilize onsite kiosk(s) for customers arriving after hours or wishing to avoid teller lines. Kiosks placed in retail locations closer to the residences of customers, who would otherwise pay within a City facility, is expected to improve customer satisfaction. The ability to verify customer information utilizing a barcode scanner or manual input of customer account data will help ensure account security. The kiosk must be ADA compliant and display English and Spanish language conversion capabilities. System: The kiosk must interface with NorthStar 6.4 and provide real-time payment posting. The City requires vendor to be PCI and Red Flag compliant. Kiosks: The City prefers to lease the kiosk(s) housed on City property and expects the vendor to solicit and obtain agreements to place kiosks in retail locations in and around the Denton area. For kiosk(s) located at a City facility, the City will absorb maintenance and transaction fees. For kiosks(s) located in retail locations, the City wishes to utilize a convenience fee model.
CITY OF DENTON - EXHIBIT 2 The below chart details the City s in-person payments for 2012: Payments Made in Person 2012 # of Payments $ of Payments Average $ per Payment Cash 46,055 $7,346,241 $159.51 Debit/Credit 13,754 2,249,514 163.55 Pop Check 18,708 4,911,384 262.53 Opt Out Check 14,391 7,143,051 496.36 Drop Box/RDC 59,067 23,527,531 398.32 Other 3,865 3,731,954 965.58 Total Walk-In Payments 155,840 $48,909,675 $313.85 Product/Service/Entity Description Kiosk and services description Provide detailed information regarding your kiosks, including but not limited to: o Expected lifespan of a kiosk o Handling of upgrades and replacements o Kiosk appearance (include branding options) Payment processing Detail the transaction processing steps or provide a workflow including: o Speed or timing of payment updates Factors that may cause processing delays o Describe your general settlement process for kiosk locations Explain how settlement is made. Indicate if multiple settlement depository accounts are allowed Detail the settlement transmission time for each tender type Explain your ability to modify settlement times Indicate the latest time that sales transactions can be transmitted to meet the settlement deadline Describe how settlement items will be listed on bank statements o Provide a daily reconciliation file by tender type. Next day funding is required o Explain how returned payments will be processed o Describe how payment investigations are handled o Provide detailed information regarding the kiosk s payment acceptance and posting verification capabilities including but not limited to: Cash Credit/Debit cards Check Money Order
CITY OF DENTON - EXHIBIT 2 Reporting Describe all reports available and the software utilized to receive and view reports Provide an overview of reporting cycles, procedures, and capabilities o Provide sample reports or a link to sample reports available on-line Describe the export capabilities and customization available with on-line reporting Describe the daily and monthly reconciliation reports available to the City Detail the standard delivery timeframe for reports and statements o What delivery methods are used for reports and statements (mail, fax, internet, e- mail, etc.)? Provide the length of time that reports are archived for client use Armored car Does your company provide an armored car? o If so, please summarize the services provided Is your firm willing to work with the City s contracted armored car vendor? Maintenance, upgrades, and modifications Explain your firm s approach to system modifications o What types of modification are not covered in your firm s maintenance agreement? o How do modifications affect future upgrades and maintenance? Describe your notification process for scheduled and unscheduled system maintenance Disaster Recovery Describe your firm s continuity and disaster recovery plan Describe your local and system-wide back up and/or redundant systems Security and compliance requirements Describe the product s network security and firewall protocols Explain your firm s compliance with the FACT Act and Red Flag Rules
CITY OF DENTON - EXHIBIT 2 Detailed Requirements Kiosk Hardware specifications The City requires kiosks be ADA compliant. Kiosk types to be considered by the City: o Indoor/Outdoor free standing kiosk o Outdoor through the wall kiosk The City strongly prefers kiosk/system functionality to include the following: o Barcode scanner o Cash reader o Credit/Debit card reader o Check reader o Receipt printer o Touch screen interface o Ability to handle payments for multiple City services System interfaces Maintain near real-time integration with NorthStar CIS o Includes two way exchange of customer data o Specify the communication protocol utilized in integration Must provide real-time payment information with delays no longer than 15 minutes Customer presentment Information must be presented in English and Spanish Information to be presented to customers will include: o Account balance o Address o Payment information o Print customer receipt o Email customer receipt o Ability to look-up customer s account number by providing phone number or address Payment collection and processing The City requires the kiosk to offer the following payment options: o Cash o Credit/Debit cards o Check o Money Order The City prefers the vendor to coordinate payment processing with Elavon, the City s current merchant services provider
Operational requirements Reporting CITY OF DENTON - EXHIBIT 2 The City of Denton requires the ability to perform customizable ad hoc reporting related to customer payment times, methods, and amounts Security and compliance requirements The City requires that the vendor maintains compliance with PCI and Red Flag standards The vendor must demonstrate a comprehensive approach to protecting customer and utility data Implementation and project management The City requires the vendor to present a comprehensive project plan which will include: o Application implementation/installation o Database set-up and configuration o Interfaces between Kiosk and NorthStar o Application customization o Testing System, interfaces, processes, reconciliation o Training Administrators and end users o Backup and recovery o Marketing assistance o Parallel processing o Pilot phase (60 days strongly preferred) o Construction, planning, and other requirements for kiosk installation o Assistance with transition from development to pilot, from pilot to launch o Support and marketing assistance during the product s public rollout Retail Implementations The City strongly favors a vendor that will reach agreements with retail outlets throughout the City for the placement of kiosks The vendor is solely responsible for acquiring and managing agreements with retail outlets. o Any business or retail outlet being considered for the placement of a kiosk must first be submitted to the City for approval o The City will be solely responsible for the final approval of any business or retail outlet that is being considered for kiosk placement The vendor will be solely responsible for the maintenance and upkeep of each retail kiosk. This includes but is not limited to: o Providing armored car service for the collection of funds o Ensuring each kiosk is in good working order Vendor is responsible for any loss incurred from a retail kiosk related to theft, damage, or equipment failure. Losses include but are not limited to: o Equipment o Funds o Electronic information related to payments and/or customer data
Ongoing support requirements Lease of equipment CITY OF DENTON - EXHIBIT 2 The City strongly prefers to lease equipment and prefers vendors to be responsible for: o Kiosk maintenance o Kiosk replacement Support The City strongly desires a vendor that will provide 24/7 customer support for issues arising with the kiosk(s). Support will include issues with payments, system interfaces, system/equipment outages, and other technical issues The City prefers to have an specific account representative assigned to respond to issues/inquiries and be available to meet on a semi-regular basis