RFP NO. S-1342CREDIT CARD MERCHANT SERVICESNOVEMBER 18,2024|9:00AMPT
CITY OF GARDEN GROVE, CADIVISION OF PURCHASING
855.634.4299110 State St. EastOldsmar, FL [email protected]
[email protected] State Street EastOldsmar, FL 34677 Facebook.com/pointandpay Linkedin.com/ point-and-pay
November 15, 2024VIA Planet BidsSandra Segawa, CPM, CPPB, CPPO, NIGP-CPPPurchasing DivisionCity of Garden Grove, CADear Ms. Segawa: Point & Pay appreciates the opportunity to respond to the City of Garden Grove’s RFP No. S-1342 to Provide Credit Card Merchant Services. As a leading nationwide provider of progressive payment solutions for governments, courts, utilities, and other agencies, we are confident our combination of best-in-class products, integration capabilities, and high quality service meet and/or exceed the City’s requirements. We provide key points from our proposal below.DELIVERINGANEXCEPTIONALCUSTOMEREXPERIENCEPoint & Pay’s BillPaysolution drives new levels of customer engagement that offers a convenient way to make in-person and phone payments. ENABLINGEFFICIENTADMINISTRATIVEOPERATIONSOur payment solution will allow the City to streamline revenue collection, increase the receipt of payments, and lower costs to customers. PROVIDINGASECURE,INTEGRATED,ANDHOSTEDSOLUTIONFor nearly two decades, we have enabled a seamless data exchange between our solution and our clients’ systems. Additionally, all of Point & Pay’s payment solutions are PCI-DSS and SOC 1Type II compliant and certified. We are proud to share that our prominent presence extends to numerous government agencies throughout California – Santa Cruz, San Benito, Riverside, Stanislaus, Madera, Mendocino, and more. Point & Pay also believes there is a great runway ahead for the effects that ourBillPayproduct will have on the usage of electronic payments and the level of customer engagement experienced by the City of Garden Grove. We now welcome the opportunity to partner with the City to provide an innovative solution that increases efficiencies, enhances customer services. Mark Ruis, Director of Sales - Western Region, is authorized to represent Point & Pay in this procurementand/or to discuss any contract negotiations. Mr. Ruis is available via mobile phone at 503.860.5015and by email at [email protected]. Best regards, Kevin ConnellChief Executive Officer
RFP No. S-1342 (REVISION A) CITY OF GARDEN GROVE PROPOSAL REQUIREMENTS PROPOSAL LETTER/CERTIFICATE OF ACCEPTANCE Company Name____________________________________________ SANDRA SEGAWA, PURCHASING DIVISION MANAGER CITY OF GARDEN GROVE 11222 ACACIA PARKWAY GARDEN GROVE, CALIFORNIA 92840 The undersigned hereby submits this proposal on behalf of the above-named Proposer (hereinafter request to Provide Credit Card Merchant Services. The undersigned hereby declares that he/she has carefully read and examined the RFP documents including any plans and specifications, and that the Company hereby proposes to perform and complete the Work as required in the Contract. The undersigned recognizes that this Contract is not exclusive and that the CITY expressly reserves the right to contract for performance of services such as those described herein through other Contractors. On behalf of the Company, the undersigned agrees to provide services in accordance with the Scope of Work at the per-unit prices indicated in its Proposed Pricing Schedule if its Proposal is accepted within 120 days from the date specified in the RFP for receipt of proposals. The undersigned has reviewed the enclosed contract terms and conditions and agrees to accept all If recommended for Contract award, the undersigned agrees to execute a contract which will be prepared by the CITY for execution, within 10 calendar days following Notification of Award. It is understood that the recommendation for contract award will not be placed on the agenda for consideration by the City Council until the CITY has received the executed contract. The undersigned acknowledges and agrees that no binding contract shall exist between the Company and the CITY until and unless the Contract is approved by the CITY's City Council and executed by an authorized representative of the CITY.
The undersigned will also deliver to the CITY prior to the commencement of Scope of Work the necessary original Certificates of Insurance. If services are authorized to commence prior to the execution of the Contract pursuant to a Notice to Proceed issued by the CITY, pending the execution of the Contract, the services shall be subject to the terms and conditions of the Scope of Work and the Contract. Incorporated herein and made a part of this Proposal are the Response Data and Proposal Forms required by the Proposal Requirements. The undersigned acknowledges receipt, understanding and full consideration of the following Addenda to the RFP Documents: Addenda No.____________________________________________________ Proposer represents that the following person is authorized to negotiate on its behalf with the CITY in connection with this RFP: _______________________________________________________________(Name) (Title) (Phone) The undersigned certifies that it has examined and is fully familiar with all of the provisions of the RFP Documents and is satisfied that they are accurate; that it has carefully checked all the words and figures and all statements made in the Proposal Requirements; that it has satisfied itself with respect to other matters pertaining to the proposal which in any way affect the Work or the cost thereof; and that he/she is legally authorized to bind the Company. The undersigned hereby agrees that the CITY will not be responsible for any errors or omissions in these RFP Documents. Proposer's Business Address and Telephone/Fax Numbers: BY: __________________________ _________________________ (Signature) __________________________ _________________________ (Type or Print Name) __________________________ _________________________ (Title) ___________________________(Email Address)
Credit Card Merchant ServicesRFP No. S-1342 14
BIDDER/CONTRACTOR/CONSULTANT STATEMENT REGARDING INSURANCE COVERAGE (Submit with IFB/RFP Package)This signed document must be included with your bid/proposal package in order for your bid/proposal to be considered complete! BIDDER/CONTRACTOR/CONSULTANT HEREBY CERTIFIES that he/she has reviewed and understands the insurance coverage requirements specified in the attached Insurance Requirements Checklist. Should we/I be awarded the contract, we/I certify that we/I can meet the specified requirements for insurance, including insurance coverage of the subcontractors, and agree to name the City/Successor Agency/Sanitary District and other additional insureds as per the agreement for the work specified and we/I will comply with the provisions of Section 3700 of the Labor Code, which require every employer to be insured against liability for -insurance in accordance with the provisions of that code, before commencing the performance of the work specified. Please Print (Person, Firm, or Corporation) Signature of Authorized Representative Please Print (Name & Title of Authorized Representative) Date Phone Number Email Please note that the City of Garden Grove is now contracted with EBIX for insurance certificate management and review services. EBIX will collect the insurance requirements in the contract on behalf of the City. If you are awarded the contract, you will be contacted by EBIX regarding the insurance requirements listed in the sample contract. Please forward all insurance documents to EBIX directly per their instructions when contacted. NOTE: All insurance certificates and endorsements must be received by or sent to EBIX within ten (10) City working days of the original request or the City reserves the right to proceed with the next lowest responsible bidder or the next highest scoring proposer in the process. Please do not send any insurance documents to the City but please use the following email address to send insurance documents to Ebix directly: [email protected].
Credit Card Merchant ServicesRFP No. S-1342 15
STATEMENT OF COMPLIANCE The undersigned Proposer declares that the Proposal submitted to provide Credit Card Merchant Services as described in, and in response to City of Garden Grove RFP No. S-1342 was prepared in strict compliance with the instructions, conditions and terms listed in the RFP, Scope of Services and Draft Agreement, with exceptions listed below, if applicable. At least one box for each item must be checked.RFP Instructions and Terms & Conditions (Check One) No Exceptions Taken Exceptions Taken Scope of Services (Check One) No Exceptions Taken Exceptions Taken Draft Agreement/Insurance Requirements (Check One) No Exceptions Taken Exceptions Taken If any exceptions are taken, this Statement of Compliance shall include a narrative that identifies each item to which the Proposer is taking exception or is recommending change, including the suggested rewording of the contractual obligations or suggested change in RFP, and identifies the reasons for submitting the proposed exception or change. When available, please reference specific line item numbers as provided in the RFP. The City reserves the right to rule as non-responsive and reject any Proposals that are not accompanied with the required documentation as described above. ______________________________ _________________________Signature Date ______________________________ _________________________Printed Name and Title Name of Proposer
Credit Card Merchant ServicesRFP No. S-1342 16
NON-COLLUSION STATEMENT REQUEST FOR PROPOSAL S-1342It is understood and agreed that: 1. No proposal will be accepted unless authorized representatives of proposingorganizations attend a pre-proposal conference at the stated time andlocation:2. After the contract has been awarded, the designed Contractor shall attend apre-job conference. The Contractor shall be informed of said time andlocation.3. No verbal agreement or conversation with any officer, agent or employee ofthe City either before or after the execution of the agreement shall affect ormodify any of the terms or obligations of this proposal.4. The City will not be responsible for any errors or omissions on the part ofthe undersigned in making up his proposal, nor will proposers be releasedon account of errors.5. The undersigned hereby certifies that this proposal is genuine and is notsham or collusive, or made in the interest or in behalf of any person notherein named, and that the undersigned has not directly or indirectlyinduced or solicited any other proposer to put in a sham proposal or anyother person, firm or corporation to refrain from proposing, and that theundersigned has not in any manner sought, by collusion, to secure forhimself an advantage over any other proposer.6. The Undersigned is licensed in accordance with the Laws of the Stateof California.BY: __________________________ _________________________(Authorized Signature) (Telephone Number) _________________________(Type or Print Name) __________________________(Title) ___________________________(Email Address) ___________________________(Company Name)
Credit Card Merchant Services RFP No. S-1342 17
DESIGNATION OF SUB-CONTRACTORS REQUEST FOR PROPOSAL S-1342 If subcontractors are going to be utilized, the Proposer must submit a description of each firm or person and the work to be done by each subcontractor. This form must be completed and submitted with the proposal even if no subcontractors will be used. Please write N/A across the form if no subcontractors will be used and include this form in your proposal submittal. 1. Name of Subcontractor:Address: Phone No: Individual, Partnership or Corporation:Work to be Performed:2. Name of Subcontractor: ______Address: Phone No: Individual, Partnership or Corporation:Work to be Performed:3. Name of Subcontractor:Address: Phone No: Individual, Partnership or Corporation:Work to be Performed:4. Name of Subcontractor:Address: Phone No: Individual, Partnership or Corporation:Work to be Performed:5. Name of Subcontractor:Address: Phone No: Individual, Partnership or Corporation:Work to be Performed:______Please attach additional pages if needed. The City has the final discretion on the use of any and all subcontractors.
Garden Grove, CA A-i RFP No. S-1342
TABLE OF CONTENTSEXECUTIVE SUMMARY............................................................................................... 1ATTACHMENT A, SCOPE OF SERVICES............................................................................ 2A.1 SYSTEM FUNCTIONS.................................................................................................................2A.2 EXTENSIVE MERCHANT SERVICES EXPERIENCE..............................................................................36A.3 CLIENT REFERENCES...............................................................................................................39A.4 OTHER PROPOSER REQUIREMENTS............................................................................................42 Garden Grove, CA A-1 RFP No. S-1342
EXECUTIVE SUMMARYPoint & Pay understands the City of Garden Grove seeks a qualified credit card and merchant services provider to fulfill the needs of the Finance, Community Development, Community Services, Police and Public Works departments. We are proud to serve our clients as a solution builder, payment expert, and consulting resource by learning their unique needs and customizing a solution that satisfies all specifications. Our hosted platform facilitates the needs of multi-faceted governments, and our progressive payment solutions provide an engaging, experience for customers and delivers increased efficiencies through greater utilization. Point & Pay offers the City a flexible approach in delivering a best-in-class payment solution that provides convenient customer experiences and efficient operations. Below, we highlight the benefits of a partnership with Point & Pay.1NEXTGENERATIONCOLLECTIONSPRODUCTPoint & Pay’s mobile-dynamic BillPaysolution drives new levels of customer engagement with the most intuitive interface and features such as, e-billing, recurring payments, and email/text alerts.2PCI-VALIDATEDP2PEDEVICESPoint & Pay’s POS devices run our proprietary PCI-validated solution that decrypts the transaction and does not rely on external gateway interfaces.3EFFICIENTADMINISTRATIVE&FINANCIALOPERATIONSOur payment solution will allow the City to streamline revenue collection, maintain accurate accounting records, increase the receipt of payments, and lower costs to customers. 4COMPREHENSIVE&CUSTOMIZABLEREPORTINGSYSTEMPoint & Pay’s suite of robust reporting tools enables real time, ad hoc, and file-based reporting with 24/7 access using our secure and password-protected website.5PCI-DSSLEVEL1ANDSSAE18/SOC1TYPEIICOMPLIANTWe undergo annual audits for both PCI-DSS Level 1 and SSAE 18 compliance and uphold several secure methods to encrypt sensitive customer data and have fraud prevention programs in place. 6TRAININGTOSUPPORTTHESOLUTIONEFFECTIVELYPoint & Pay will use direct training for all system functionality, including web conference sessions, hands-on, practical learning in the demo environment, and recorded training via URL.7EXCEPTIONALCUSTOMERANDTECHNICALSERVICESUPPORTPoint & Pay makes it a priority to provide exceptional customer and technical service support to our clients’ and their customers to ensure complete satisfaction. Together with our family of companies, we collectively represent over a half century of combined experience, thereby offering an opportunity to contract for a menu of services that presents highly tailored solutions to meet the unique needs of governments and other organizations. We welcome future discussions with the City of Garden Grove to learn how our payment products provide simplicity and ease of adaptation for new services, which ultimately improves communications with staff and customers.
Garden Grove, CA A-2 RFP No. S-1342
ATTACHMENT A, SCOPE OF SERVICESA.1SYSTEM FUNCTIONS
Point & Pay’s core strategy is to leverage the fundamental architecture and decades of cumulative development invested in our multi-tenant government SaaS platform to deploy a unique instance for the City of Garden Grove. The City’s instance will retain the core elements that have driven our successful work with government clients nationwide.All of Point & Pay’s solutions operate in a secure, fully hosted, cloud based Software-as-a-Service (SaaS) environment using a modern virtualized architecture hosted on a private cloud. We utilize a classic three-tier architecture: UIX, middle tier, and database, with independent modules for managing data jobs and the transaction processing engine. Additionally, we use SQL to manage our databases and our web services run on a combination of Windows and Linux server instances. Our critical payment processing functions, middle tier, and the applications that drive our payment forms are written in Java. Our mobile-dynamic BillPay(electronic bill presentment and payment) application is written and managed in Ruby on Rails.
Easy integration of data with the City’s back office systems: utility billing, cashiering system, permitting, and recreation system. System must be fully PCI compliant. The following are requirements for the Hosted Credit Card Payment System that must be provided:a. Transactions deposited within 24 hours to the City’s bank account.b. Must be PCI compliant at all levels.c. Single reporting system across all payment types and services.d. Department specific reporting supported through password controls to facilitate reconciliation.e. Online Automated Clearing House (ACH) returns and credit card chargeback reporting.f. Customize transaction-identifying data fields per e-commerce service to accommodate all the unique needs of the Finance, Community Development, Community Services, Police and Public Works Departments, including standard reporting and ad-hoc reporting.g. Access online payment management tools to enable the City to administer all e-payments such as voids, credits, adjustments, reporting, customer service and verifications in real-time.h. On-line status indicator of electronic payment services.i. Convenience fee and non-convenience fee support.j. Supports all major credit cards and branded debit cards.k. Transaction integrity checking to reduce the risk of double payment.l. Separate monthly invoice for billing of any fees.m. Implementation and support of an Interactive Voice Response (IVR) banking system.n. Implementation and support of additional online services: autopay, e-checks, one-time payment (without registering for an account), pay by email, pay by text, Kiosk, POS: swipe & contactless payment.o. Robust API for payment processing and querying.
Garden Grove, CA A-3 RFP No. S-1342
ACCEPTANCE OF SEVERAL PAYMENT METHODSPoint & Pay accepts credit cards issued by Visa, MasterCard, Discover/Novus, and American Express. We also accept prepaid cards, gift cards, promotional cards, corporate cards, and international credit cards with the logos referenced above. We also accept PIN-based and PIN-less debit cards in real time and fully supports all common networks for both online and offline debit cards and provide transparent switching between authorization routes for a seamless experience, including Accel, Interlink, Maestro, etc. Regardless of card type, Point & Pay requires the customer to enter their card payment information, along with the associated verification type, such as CVV, CVV2, CVC, and CID. Our system then performs a real-time authorization for the customer’s transaction. With all gateway, terminal, acquiring, and processing functions in-house, we are able to manage AVS and CVV rules per the City’s requirements using our sophisticated hierarchy controls.Point & Pay also performs real time account validation for electronic check (eCheck) payments with verification of existing account and routing numbers, and is a configurable option for any transaction on our platform. Point & Pay’s validation service for electronic checks includes instant verification of account number formatting and logic, blacklist, double-blind entry verification and real-time Federal Reserve validation to ensure the respective account number entered by the customer exists at the bank, is ACH-eligible, is in good standing, and has a positive balance. Point & Pay fully supports the additional payment methods reference below.Apple Pay and Google PayPayGo’s ‘Checkout’ solution that enables cash payment acceptance at retailers nationwideBankConnect (Open Banking) – single-sign on (SSO) validation for instant ACH transfers from an online account by logging in with existing credentials
Garden Grove, CA A-4 RFP No. S-1342
BEST-IN-CLASS BILLPAY SOLUTIONPoint & Pay is pleased to introduce our best-in-class ‘BillPay’solution that modernizes the payment experience and enhances customer engagement. This user-friendly solution is fully configurable to support an unlimited number of City-defined fields while taking key styling cues to reflect the City’sunique brand. The mobile-dynamic interface adapts to any sized device size and enables customers to find bills quickly and easily, not to mention personalizes every aspect of the payment process in a simplified and streamlined manner. Point & Pay’s proposed BillPaysolution provides the features below.One-time/guest checkoutAccommodates over 100 language preferencesreCAPTCHA and Multifactor Authentication (MFA) securityDisplay of convenience fee for each payment method (2ndstep of checkout) Recurring, installment, and future-dated paymentsText2Pay and Paperless/E-BillingDigital accessibility design to conform with WCAG standardsShopping carts for managing multiple payments in the same checkoutEmail and text notifications and Ad-hoc customer communication tools Sample Payments Landing Page
Garden Grove, CA A-5 RFP No. S-1342
We can implement it as a stand-alone system with full service search, present, and payment option, as well as an integrated solution. With Parameter Passing, the system will transfer customers from the local “lookup” page to the Point & Pay-hosted page that allows for an efficient checkout process, and alleviates the City from any security threats or concerns. The payment then posts customer payment status information in real time to the client’s system and provides multiple configuration options, depending on their unique needs. Parameter passing also offers clients’ the ability to lock fields and apply business rules. Our BillPay APIallows fast, efficient, and secure payment processing by using single-use tokens to store a depiction of the customer’s card data. The API also accepts payments from any user interface, performs calls for fee calculation, and supports transaction querying based on a variety of inputs, including date ranges. It also provides real-time bill/balance lookup, customer information lookup, post payment notifications, and custom behavior flags (i.e., budget billing, escrow, restrictions, etc.). We are able to configure the data associated with transactions using an unlimited quantity of client defined fields and attributes. Point & Pay also offers a customizable Inbound File Exchangefor driving bill/balance presentment and customer validation via “print files” and/or “balance update files”. With our Outbound File Exchange, we are able to customize the process for driving transaction results, settlement information, and other reporting functions via generation and delivery of files. Point & Pay is able to customize business rules based on different types of data exchanges. For example, we can configure an address change so that it does not trigger any changes, whereas an owner name change might trigger the deactivation of any payment or account management access for the previous accountholder.
Garden Grove, CA A-6 RFP No. S-1342
SAMPLE IMAGES OF THE 3-STEP GUEST CHECKOUT PROCESSPoint & Pay presents the following guest checkout presentation by redirecting City users to our hosted payment pages via a link from the website. We can implement it as a stand-alone or integrated solution with full service search, present, and payment option.
Search-to-Pay (above) and Step 1 - Payment Review (below)
Garden Grove, CA A-7 RFP No. S-1342
Step 2 – Payment Method Selection w/ Display of Fee & Enter Payment Details
Garden Grove, CA A-8 RFP No. S-1342
PAYMENT REVIEW & CONFIRMATIONThe customer is not only be able to view all payment details on the confirmation page, but the system automatically emails and/or texts a receipt with the transaction date, bill amount, total amount paid, a unique ID number, and the option to print. We can set u Step 3 - Payment Review with reCAPTCHA Security & Payment Confirmation
Garden Grove, CA A-9 RFP No. S-1342
BANKCONNECT ‘PAY WITH BANK ACCOUNT’ - VALUE-ADDED OPTIONWith our newest payment method, ‘Pay with Bank Account’(referred to as BankConnect), customers can make an instant connection to their preferred account by logging in with existing credentials. Not only does this option exceed Nacha validation rules, but it also reduces R03 and R04 returns significantly, among other operational benefits and administrative efficiencies. LOG INTO BANK ACCOUNT WITH EXISTING CREDENTIALSDuring step two of the checkout process, customers simply click the radio button to ‘Pay with Bank Account’, which also shows the transaction fee associated with that method. The following pagedemonstrates the next steps and their linked account once they have entered their username and password to enable the real-time connection.
Garden Grove, CA A-10 RFP No. S-1342
Garden Grove, CA A-11 RFP No. S-1342
TRANSFER CASH TOONLINE COLLECTIONS WITH THE PAYGO OPTIONPoint & Pay will be able to enhance revenues through our mobile-dynamic BillPaysolution that will soon offer customers with the ability to pay via PayGo’s ‘Checkout’ option during the payment process. For the PayGo option, it transfers in-person cash payments at retailers nationwide (i.e., CVS, Walgreens) to online collections, as well as enables real-time account validation and real-time payment posting.The workflow for the solution is for a “cash” option at the time of payment method selection, along with credit, debit, electronic check, and the proprietary wallet options. The customer would then complete the checkout process and the system will generate a barcode, which they can save on their mobile device, retrieve from email, or print from their desktop. No proprietary interfacing is required; the clerk simply scans the barcode as they would any other item in the store, and accept payment. Highlights include:Seamless integrations to payment channelsText and email alerts and payments as often as daily Proven system scalabilityAbility to leverage existing mobile apps, IVR and customer portalsPrepay program capabilities and enhancements PayGo’s ‘CheckOut’ Payment Option
Garden Grove, CA A-12 RFP No. S-1342
MULTI-FACTOR AUTHENTICATION (MFA) SECURITY OPTIONWithin the Account Settingstab of their dashboard, customers can enable MFA by scanning a QR code with their mobile device to strengthen the security of their account.
Enable Multi-Factor Authentication
Garden Grove, CA A-13 RFP No. S-1342
TEXT2PAY CAPABILITIESPoint & Pay’s proposed BillPaysolution is mobile-friendly and responsive across all devices available. Our mobile-optimized solution provides an intuitive, user-friendly interface for customers. From the Dashboard or Account Settings, customers have the ability to enable SMS/text notifications or alerts for all bill types, thereby eliminating the need to schedule their own reminders to pay their bill.
Text2Pay Setting
Garden Grove, CA A-14 RFP No. S-1342
SPEEDY COLLECTIONS WITH PAY-BY-TEXTWith Point & Pay’s text-based reminders, the City will be able to improve on-time payment rates, reduce collection costs, and build customer confidence. To enable Text2Pay, customers have the option to click on the toggle button at the top of their dashboard, or turn on SMS/text settings under the Account Settingstab.Text2Payencourages customers to pay quickly with a few taps.
Text2Pay Enabled on Dashboard Display
Garden Grove, CA A-15 RFP No. S-1342
AUTOPAY WITH RECURRING PAYMENTSPoint & Pay’s mobile-responsive BillPaysolution provides customers who receive bills with recurring, installment, and future-dated payment options. For recurring and installment payments, customers can enable this‘Set It and Forget It’ functionality based on their preferred billing frequency, payment method, total amount due, specific amount, or an “up to” limit. This efficient feature allows customers’ payments to process automatically at a specific time each month. Once activated, this feature automatically populates the next four (4) payment dates and displays those on screen.
Recurring Schedule
Garden Grove, CA A-16 RFP No. S-1342
MULTILINGUAL CAPABILITIESPoint & Pay’s proposed BillPaysolution streamlines the process for customers of any nationality, as we have the Google translate function embedded in the pages, thereby accommodating over 100 languages besides English (shown below in Spanish). With just two clicks, the pages instantly update to the user’s native/preferred language.
Payment Home Page in Spanish
Garden Grove, CA A-17 RFP No. S-1342
CONFORMANCE WITH ADA STANDARDSPoint & Pay understands and fully supports this requirement. Point & Pay is committed to providing excellent user experiences to all users. To meet this commitment, we have undertaken efforts to ensure our proposed user interface eliminate barriers for the disabled by offering an accessible and efficient checkout process that conforms to WCAG standards. We ensure this interface utilizes the necessary elements, such as readability features, style, navigation,and images/media. Our UIX team also conducted accessibility compliance audits against the draft layouts to ensure functionality such as the text and background colors of our user interfaces meet and/or exceed contrast standards. The accessibility mode of the proposed BillPaysolution reprioritizes information and utilizes unique elements to make the pages easier to consume for accessibility assistance technologies. Additionally, the following accessibility disclaimer displays as a text link at the footer of each page when using the proposed mobile-dynamic BillPaysolution.
Conformance to ADA Standards
Garden Grove, CA A-18 RFP No. S-1342
CUSTOMER NOTIFICATIONS VIA TEXT AND EMAILPoint & Pay’s proposed BillPaysolution provides an unlimited amount of customer notifications/alerts via email and/or text within the communications platform. The email batch notifications provide limitless possibilities for staff to send notices to groups of customers with registered accounts, such as high balance delinquency, weather events, etc. City staff will be able to edit such notifications and customize the solution with our technical specialists during the configuration phase of implementation. City staff will also be able to easily regenerate or resend any type of communications, including declined payments. From the same Notificationstab on their dashboard, staff simply select the email batch they sent previously from where it shows what communications have been ‘Sent’ and ‘Drafted’. Other sample communications include, but are not limited to, those identified in the following list.Confirmation of account registrationEnrollment in paperless billing, recurring payments, etc.Reminder of a new eBill, regardless of frequencyScheduled paymentsCancelled paymentsConfirmation of successful and unsuccessful paymentsDeclined, expired, and invalid payment methods Email Batch Notification Options
Garden Grove, CA A-19 RFP No. S-1342
ENHANCED REPORTING OPTIONSPoint & Pay’s proposed BillPaysolution offers staff additional reports to monitor Active Billpayers, Active Sms Settings, Archived Bills, Archived Names, Autopay Schedules, Bounced Emails, Future Payments,Paperless Billpayers, Manager User Act As, Postback Failures, Failed Orders,and Autopay Failures. After selecting the button ‘Generate Report’, the system automatically sends an email to their inbox in a spreadsheet format. The fields included within a report includes Account ID, Billpayer Name, Billpayer Email, Total Order Amount, Total Amount, Description, Order Created Date/Time, Order Scheduled Date, Order Cancelled Date, Payment ID, and Error Message (if applicable).
Multiple Options for Report Tracking
Garden Grove, CA A-20 RFP No. S-1342
IVR SOLUTION FOR CUSTOMER SERVICE AUTOMATIONPoint & Pay’s IVR provides an interactive customer engagement process that enables clients to deliver excellent customer services. We recognize speed and consistency in making payments by phone are key to increasing customer satisfaction. To facilitate IVR capabilities, Point & Pay develops a unique toll-free phone number and customizable script that offers numerous configurable elements to capture the required fields for validating the customer’s information. We can also accommodate multiple language preferences, such as Spanish, Mandarin, and Russian.Our IVR solution accepts all credit cards, debit cards, electronic checks, and provides real-time payment posting to the City’s accounting systems. It also offers a universal integration infrastructure that provides staff with instant access to view payments made by phone. This self-service feature delivers automatic phone payment data and ultimately reduces costs for the City. Below, we outline the customer-facing functionality integrated via a real-time API, file exchange, or Hook/Flash customer handoff with the City’s solution.1The customer dials a unique toll-free phone number created for the City; 2An automated attendant uses clear and simple prompts to present specific bill information;3The customer is able to authorize and submit the payment during the final step; and4The customer receives a unique confirmation number and an emailed copy of the receipt.Touch-tone or speech/voice recognitionEnsures the highest level of data security by transmitting through a PCI Level 1 provider Custom scripts with professional voice talentAbility to rapidly expand phone bandwidth through a virtual, cloud-based solution Reduces Customer Effort
Routes Call Efficiently
Provides Self-Service
Improves Customer Relations
Garden Grove, CA A-21 RFP No. S-1342
IMPLEMENTATION PLAN OVERVIEWPoint & Pay approaches client relationships as a partnership. As a company whose bases success on our clients’ usage of payment systems, we work diligently to make sure that our discussions are engaging, provide value, and result in satisfied customers. For each new partnership, as part of our kickoff meeting, one of the artifacts developed from the discussion is a project plan. We also position ourselves as the payments company that helps its clients achieve their long-term goals to enhance the customer experience and increase electronic engagement. Our plans are structured around the lifecycle of the contract, or longer, and include a multi-phased approach.Point & Pay’s implementation approach involves the five phases outlined below.1Planning:During this phase, we define the program and project scope. We work closely with designated City personnel to prioritize the work and build the schedule baseline.2ConfigurationandBuild:Point and Pay’s platform architecture is such that our primary setup is configuration however we will provide development resources for customization work when applicable, both of which will occur during this phase. 3Test:The Point & Pay platform offers a robust production like environment (Demo) for client and partner testing. We typically perform all non-production test activities during this phase; however, by request of the client and partner, we can offer isolated test environments to satisfy specific request for customer development and integrations. Point & Pay provides a standard set of test scripts and scenarios that exercise the new setups and configurations. If we complete custom development or integrations as part of the project, the client or partner would develop and approve new scripts. 4Training:We will provide training for Point & Pay tools, as well as any third-party engagement upon client approval of test results. The training is all-inclusive and specifically designed specifically with any client requirements as identified during the planning phase. 5Go-Live:During the go-live phase the project team will review the implementation plan, confirm no critical open items remain, receive final approval from the project stakeholders, and complete any system cut-overs. Additionally, Point & Pay recognizes the need to expand or customize the implementation and project management approach. To that end, our diverse team is familiar with the applicable standards and adjusts this approach as necessary to match our clients’ project management governance model. IMPLEMENTATION PLANPoint & Pay considers implementation the most critical phase for the City’s new payment solution. During this phase, the implementation team will promote the code to production. The team will conduct more testing of the code in production. The team expects to encounter minimal production fixes, and the schedule should allow for fixing the defects found in production. After the testing for defects, the Garden Grove, CA A-22 RFP No. S-1342
team manages change control. Near the end of the implementation phase, we hold another turnover meeting with the project team in preparation for the final release. After the meeting, the ProgramManager will sign off on the readiness of the final application and then conduct a training webinar for the client. After we complete training, the team will turn on the permissions for the client and release the product/deliverable to the client.Point & Pay will have representatives to provide key steps in this process, including the Project Manager, Technology Director, Implementation Specialist/Leader, and Account/Relationship Manager. Additionally, our finance team will participate in each department’s first reconciliation with the deliverable of completing that reconciliation successfully and document the steps in the process for ongoing use. We will also meet every day post-transition for two weeks to troubleshoot new developments or questions and concerns. Point & Pay documents the results of the transition process.PROJECT COMMUNICATIONSPoint & Pay prides itself on effective communication with all stakeholders to facilitate an understanding of how we conduct meetings, reports, and other communications during the City’s implementation. Upon RFP award, Point & Pay will review with the City all other required meetings and TBD dates based on the project start date. Our account management implementation teams will also create an e-mail distribution list of the internal stakeholders, and all internal e-mails related to the project will use the specific e-mail address we establish specifically for the City’s implementation. For Customer Relationship Management (CRM), Point & Pay will use GuideCX, our new and innovative client engagement tool to facilitate a simple and speedy process for onboarding new users, adding offices, and to finishing the project timely. By streamlining the process with GuideCX, we identify key highlights for City staff below.TASKS:View assigned tasks and complete them easily – from a laptop, PC, phone, or other mobile device. No registration needed to complete tasks either.NOTIFICATIONS:Receive email notifications for tasks and other project-related items. By clicking on the bell icon in the lower left panel of the project dashboard, staff can search for tasks and filter them in several ways.PROJECTNOTES:Communicate with Point & Pay and your team throughout the onboarding process, with the ability to include attachments, such as meeting recaps.ADDOTHERS:Add teammates simply by reassigning a project task to them.
Garden Grove, CA A-23 RFP No. S-1342
TESTING AND QUALITY ASSURANCEDuring the Testing and Quality Assurance part of the project, Point & Pay identifies appropriate testing methods, acceptable metrics, and procedures to exercise throughout the lifecycle of the project. Specifically, we designate a team of our technical specialists that will perform several aspects of system testing for end-to-end functionality of the new payment solution for the City. The plan includes:System Testing– ensure all backend aspects of the functionality, including database information are accurate and according to requirementsUser Acceptance– ensure conformance to requirementsRegression/Performance Testing – produce detailed scripts to ensure that new development does not impact current functionalities and/or system performanceProduction Testing – verification that new functionality behaves as expected and checks for regression to ensure current system behavior and performance are not negatively impactedPoint & Pay maintains a robust production-like, client test environment that is available 99% of the time during a normal business week. There are daily scheduled maintenance windows that are flexible depending on test commitments and other external factors. Client configurations live within the test environment and stay current with Production. This real-time configuration sync between test and production environments allow the client to perform unplanned and unannounced testing. The City also has the option of modifying the configurations within the test environment via Point & Pay staff for non-standard testing, and are able to offer isolated test environments to satisfy specific requests for development and integrations for each department. If we complete custom development or integrations as part of the project, the City will have the ability to develop and approve new scripts.
Garden Grove, CA A-24 RFP No. S-1342
CHANGE CONTROLThe primary purpose of Point & Pay’s change control process is to review, approve, or make recommendations for an alternative approach to change impacting department requirements and related delivery timeframes. The assigned Implementation Lead handles the change process by: 1Identifying a potential change item,2Documenting the potential change and impact to the project’s scope/schedule,3Communicating it to the Program Manager, who adds it to the weekly status meeting, and4Presenting the item and analysis to the change control board.The Change Control Management Board (CCB) will consist of City IT personnel and Point & Pay project team members who are responsible for reviewing and approving all changes to the implementation schedule. The CCB then accounts for these changes in the change register, and ensures that all levels of change and accompanied analysis during discovery is within an appropriate timeframe. When a board member communicates the decision to the Implementation Lead, he/she updates all associated documentation and communicates the decision to all appropriate parties.BILLPAY IMPLEMENTATION REQUIREMENTSFor our BillPay setup parameters, please refer to the list of key milestones which uses the example of an application that does bill presentment based on a file exchange. DISCOVERY (CLIENT AND POINT & PAY)1. Client provides data requirements – file specs, samples, rules, and necessary credentials2. Define file integration (P&P OPS) 3. Generate SOWDEVELOPMENT REQUIREMENTS MET (CLIENT)1. Review and execute SOW2. Setup SFTP and test transmission3. Configure file transmission and delivery at least two production filesMARKETING AND CUSTOMER EDUCATION PLANNING (CLIENT AND POINT & PAY)1. Design website integration and paper mail bill inserts (P&P OPS) 2. Provide list of email addresses for target (CLIENT)FINANCIAL CONFIGURATION (POINT & PAY)1. Set up Client Profile in Partner Builder2. Request Merchant ID’s3. Setup Bank Test and confirm deposit 4. Setup Admin Users Garden Grove, CA A-25 RFP No. S-1342
DATA FILE INTEGRATION (POINT & PAY DEVELOPMENT) 1. Configure file transmission 2. Program daily account balance import file, paper suppression file, and payment file3. Testing & QA (P&P OPS) 4. Custom messaging/requests outside standard application BILL PRINT FILE INTEGRATION (POINT & PAY DEVELOPMENT)1. Setup Print Vendor SFTP2. Configure file transmission 3. Program data import file and PDF split process4. Host PDFs 5. Configure e-Bill batches and email template6. Run Testing & QA (P&P OPS)TRAINING (POINT & PAY AND CLIENT)1. Complete BillPay training 2. P&P provides demo environment for additional training and testingACCOUNT REVIEW & TESTING (CLIENT) 1. Review bill print integration and test key functions 2. Review data integration and test key functions 3. Review/test key bill payer functions as end-user AND manager:4. Apply payment (revenue) file to CIS LAUNCH (CLIENT AND POINT & PAY)1. P&P launches client to production environment (P&P DEV)2. Client receives first payments and posts first production payment (revenue) file (CLIENT)3. Client executes SOW project completion agreement (CLIENT)CITY RESOURCES AND AVAILABILITYIn an effort to fulfill the proposed contract for the City efficiently, Point & Pay prefers one designated representative from the City as a primary point of contact. We also prefer availability to at least two individuals, one primary and one secondary IT staff member from the City’s Information Systems Department, to coordinate technical aspects appropriately and answer questions that may arise related to programming and testing associated tasks during the integration and implementation process of the new payment solution.
Garden Grove, CA A-26 RFP No. S-1342
Point & Pay expects that the primary point of contact (POC) should provide ownership of the City’s contributions to the final, mutually agreed Scope of Work (SOW). As such, that individual will also provide final “acceptance” of the provided solutions, certifying they adhere to the requirements and meet the City’s needs. The POC will also be responsible for the Change Request process. To manage contract performance, the POC will be given access to Point & Pay’s performance tracking tools, which include project management resources and documentation during the implementation phase and system performance tools during the solution’s active lifecycle. It is typical for us to include the POC on the Point & Pay’s distribution lists for system alerts and critical communications. The POC will collaborate with Mark Ruis, the City’s Account/Relationship Manager, to coordinate the scheduling and agendas of the quarterly performance review meetings. POINT & PAY RESOURCES AND RESPONSIBILITIESPoint & Pay will provide the City with the necessary project management and technical resources to configure, develop, and maintain the City’s new solution prior to implementation, as well as for the life of the contract. Point & Pay’s agreements include a mutually-drafted Scope of Work (SOW) that includes key points of our proposal, such as:Provisioning of key project staff and support staff for the full contract lifecycleTechnical integration and Reporting per City specificationsInitial setup of users and permissions, and tools for ongoing management24/7 Customer and Technical support servicesSingle point of relationship and contract managementQuarterly meetings to review performance and opportunities for improvementDelivery of system scale to support the City’s watermarks for concurrent usersA fully, PCI-DSS Type 1 compliant payment processing systemA technology solution that fully meets the City’s User Acceptance Testing (UAT) requirementsFull lifecycle support (on-boarding, training, operation, management, and transition) Garden Grove, CA A-27 RFP No. S-1342
ONLINE PAYMENT MANAGEMENT TOOLPoint & Pay understands and fully supports all of the balancing capabilities referenced above. With Point & Pay’s ‘Workbench’ functionality, the City is able to access to a wide array of online features for management by the billing/finance group. City staff will have full access to the real-time payment platform in and be able to perform several efficient functions referenced below.Manage customer information and billing/communication preferencesMake payments or configure recurring paymentsManage permissions, passwords, and unlocking usersEnroll, validate, activate, and contact customersRequest new service or service terminationManage outbound communicationsSame-day voidsFull and partial refundsReceipt retrievalManage “exclusions” (e.g. blacklists)Reconciliation, reporting, and individual payment tracking tools Administrative Management System
Garden Grove, CA A-28 RFP No. S-1342
ROLE-BASED ACCESS FOR REPORT & TRANSACTION MANAGEMENTPoint & Pay’sWorkbench tool is accessible via a username and password with a role-based permission system that controls the content and functionality available to users. Generally, the system will aggregate tasks and functions into categorical roles, but individual functional permissions can also be dictated. The City can also manage all of the permissions from a hierarchical perspective. As an example, Point & Pay can configure administrative accounts to view activity across all of the sub-divisions/payment types, but a manager configured to a lower tier in the hierarchy would only see activity related to their area. In the same way, individual representatives can be limited only view activity they have performed.
Roles and Permissions
User Manager - Management of System Access and Reporting
Garden Grove, CA A-29 RFP No. S-1342
SAME-DAY VOIDWithin our robust Workbenchtool, there are permission-controlled functions for same-day voids, including authorization release. Designated staff with the appropriate access level can void a payment the same day a customer submits it by searching for the customer’s name or confirmation number and then selects the option to void it; the system then prompts the user to confirm the action. The process of voiding a payment happens in real-time and posts to the report immediately. Furthermore, a void implies that no funds will debit from the customer’s card/account. FULL OR PARTIAL REFUNDSPoint & Pay offers real-time access to refund processing across the enterprise through our administrative Workbench tool. Designated staff can view transaction details and select the void or refund options appropriate to the transactions in question. We can also restrict access to the void/refund functions to specific permissions within the user hierarchy.Our system is designed intelligently to manage partial refunds for complex shopping carts, and tracks all refunds against a particular order and prevents refunds that would exceed the initial transaction amount. Our system also captures reason codes and the credentials authorizing the refunds. Using our search interface, designated staff can view transaction details and select the refund options appropriate to the transactions in question. 1The “Refunds” button is the same for both full and partial refunds.2Once that button is selected, the refund screen will open in a separate internet browser.3The system will display all line items for the payment, except fee lines.4The user then selects a full or partial refund.For a Full Refund, the user selects a reason for the refund and has the ability to enter comments. For a partial refund, the user enters the amount to refund and refunds are allowed at the line item level.
Void Payment
Options for Partial and Full Refunds
Garden Grove, CA A-30 RFP No. S-1342
POSTBACK CONSOLE AND EXCLUSION MANAGERPoint & Pay also creates integration dashboards for key clients and partners so they are able to maintain full visibility into the status of all data interactions. With our Postback Consolefeature, City users are able to track communications between two integrated platforms, observe their statuses, view their progress in any retry routine that has been configured, and manually retriggers posts for any transactions that have become out of sync. With the Exclusion Manager, our payment solution enables clients to exclude or reject all payment types, checks, credit cards, bank account number, routing numbers, and specific credit card numbers. This function also allows clients to reduce returned items, manual handling, and reduce customer service issues by providing a method of rejecting undesirable data elements during the pre-authorization validation process. Designated users have the ability to add records via manual entry or file upload, as well as the ability to view existing exclusions.
Configuration Screen for Exclusion Manager
Garden Grove, CA A-31 RFP No. S-1342
PCI-DSS LEVEL 1AND SOC 1 TYPE II COMPLIANTPoint & Pay is both PCI-DSS Level 1 and SSAE 18/SOC 1 Type II compliant. We understand the importance of ensuring the security of our clients’ financial data and believe a holistic approach is the best posture to ensure data security. Our focus is to uphold the highest level of security to exceed the needs of our clients. We are active participants in the PCI Council and other industry associations where we discuss common security concerns like NACHA, the ETA, NACO, and NACTFO. Through discussion groups, newsletters, and publications available, we are able to keep ahead of the published standards. North American Bancard also employs a compliance group that tracks all aspects of transaction processing compliance and sets corporate policies and procedures to ensure good standing with the PCI Council, NACHA, and all card associations. Point & Pay has further pioneered several payment acceptance methods that help merchants dramatically reduce their PCI compliance burdens. We operate an independent compliance service through the brand and we offer robust scanning and SAQ services. In addition to these compliance tools, we engineered our solutions to reduce scope. Wherever possible, Point & Pay suggests to:Utilize solutions that hand customers off to Point & Pay for critical processing stepsUse tokenization strategies instead of storing card informationUse PCI-encrypted solutions to prevent clear text transmission across the client’s networksUse embedded solutions for working within existing cashiering solutions
Garden Grove, CA A-32 RFP No. S-1342
SECURE PLATFORM INFRASTRUCTUREPoint & Pay’s systems are designed for the auditing requirements of our clientele. We log all activity that happens and make large data quantities available to clients through our reporting tools, including real-time information about transaction processing status, with coding that indicates the detailed path from authorization to confirmation and settlement. Our system maps all transaction data is mapped to users, thereby enabling managers to achieve outstanding visibility into the individual activities of their staff. We follow PCI and other industry standards to control access to information (key cards, passwords, encryption, need to know rules, etc.) to aid in prohibiting user access to either the system or data. At the client site, we control access to the administrative interface by passwords, which give employees access to only the information needed to perform their jobs. During system configuration, Point & Pay’s account manager configures this hierarchy of security. We will work with client to ensure we designate the appropriate permissions and access rights to employees. In addition, the administration application logs out automatically after 30 minutes. Please refer to the following security controls in place to restrict and monitor our system and our clients’ data.PHYSICAL CONTROLS Card-controlled electronic locks Video cameras in use and monitored at external and internal access points Physical servers behind multi-layer system of locks USER ACCESS Multi-tier user roles limits access to only what’s necessary Multi-factor, multi-layer, VPN-based authentication required for production access Strict user account and password requirements, including length, complexity, history, resets, and lockouts and automated deactivation based on defined windows of inactivity EMPLOYEES Thorough background checks and access to systems limited to few employees (“need-to-know”) All employees undergo annual information security training and certification All technical employees undergo annual secure coding/testing training and certification HARDENINGSystem builds based on CIS and SANS standardsWeb application firewalls protecting all systems 24/7Enterprise-grade firewalls in use in multi-layered, segmented network topologyInformation Security Management approach derived from the ISO/IEC 27001Development standards based on OWASP and SANS best practices Garden Grove, CA A-33 RFP No. S-1342
All firewall changes required to undergo formal change control reviewVULNERABILITIES Monthly internal and quarterly vulnerability scans performed by certified ASV Annual internal & external penetration tests performed by certified GPEN/GWAPT Release-triggered QA vulnerability scans as required change control step Daily alerts and review of changes or additions to global vulnerability databases MONITORINGOver 40 automated processes and tools continuously monitoring system activity Over 180 manual, human-driven security checkpoints throughout the year Verbose logging of all user activity with immediate availability for 90 daysAnnual audits for PCI DSS Level 1 and SSAE 18 compliance performed by certified QSA Quarterly information security review by Point & Pay InfoSec Committee File integrity monitoring in place on all systems 24/7 Intrusion detection/prevention systems monitoring all network entry pointsWEB APPLICATION CONFIGURATIONSWe follow OWASP standards for configuration of web applications to present SQL injection attacks and related issues, this includes:Use of Prepared Statement(s) with bind variablesUse of stored procedures to limit database interaction to predefined casesScreening of user-supplied data to identify problematic inputsMinimized database privileges and white listed inputsUse of Java as the primary programming language to reduce risk of buffer overflows and issuesPCI-VALIDATED POINT-TO-POINT ENCRYPTION (P2PE)Hardware encryption completely protects card numbers at the merchant locationSupported in Physical Terminals, Hosted Virtual Terminals, Call Center Encrypting PIN pad for card data entry, Mobile solutionsDecrypts the transaction itself and does not rely on external processor interfaces to support P2PESecure P2PE encryption key management is provided transparently to merchants Garden Grove, CA A-34 RFP No. S-1342
FRAUD CONTROL PRACTICES & PROGRAMSTo minimize fraudulent transactions, Point & Pay utilizes over 60 fraud control practices for limiting risk and controlling exposure, including automatic Fraud Checks, with a goal of increasing efficiencies for clients. Our policies and procedures concerning responses to fraud are designed to align with the operating rules of the card associations. Please refer to a sample below. reCAPTCHA functionality on web pages AVS verification/validation3D Secure Enablement via an integrated solution or gateway certificationDuplicate payment detection and preventionValidation against blacklists and client-configured exclusionsTransaction velocity controlsGeographic monitoring and the ability to block traffic from high-risk areas or specific addressesAside from the common methods referenced above, Point & Pay utilizes the following fraud programs.Feedzai component to mitigate fraudulent transactions through machine learning HAWK:AI screening tools to monitor transactions in real-time with a comprehensive set of rules and behavior analytics, as well as reduce false positives with artificial intelligence Crowdstrike’s ‘Falcon’ product for cloud-native cybersecurity to prevent malware attacks, detect malicious activity, and provide whitelisting/blacklisting capabilitiesFEEDZAI – FIGHTING FRAUD WITH A POWERFUL RISK MANAGEMENT PLATFORMNorth American Bancard partnered with Feedzai in early 2019 and launched a comprehensive solution that leverages machine learning for enhanced risk management and fraud protection. Founded and developed by data scientists and aerospace engineers, Feedzai’s mission is to make banking and commerce safe with anti-money laundering products to manage risk, while improving the customer experience.Once implemented, the Feedzai component customized fraud prevention tools for the family of companies that address existing and adapt to new types of fraud, using real-time insights to detect repeated patterns and transaction anomalies. Since then, we have experienced significant enterprise-wide improvements with both fraud prevention capabilities and merchant onboarding, while reducing friction for our clients. “Facilitating safe, secure and fast transactions while eliminating friction in the underwriting and risk processes through technological advancements is at the core of what we’re trying to offer to merchants.”Jay Nadarajah, Chief Risk OfficerNorth American Bancard
Garden Grove, CA A-35 RFP No. S-1342
HAWK:AI – ARTIFICIAL INTELLIGENCE FOR ANTI-MONEY LAUNDERING COMPLIANCEIn April 2021, North American Bancard partnered with HAWK:AI to strengthen our Anti-Money-Laundering (AML) compliance through real-time transaction monitoring, applying machine learning in combination with classic rule-based approaches. HAWK:AI is a global leader in real-time transaction screening and monitoring solutions for financial institutions and payment companies.Since the partnership began nearly a year ago, NAB has tailored and integrated their solution to existing payment systems and data sources for all products within the family of companies, as well as rapidly deployed the solution successfully on its cloud-first software stack.The Point & Pay team now experiences improved compliance with regulatory requirements, scheme and bank sponsor rules, and significantly increased process efficiencies by reducing manual investigation workload. Remaining vigilant to the changing demands in anti-money-laundering is paramount to our continued growth, and a key factor for protecting our clients across all industries, including governments. KEY BENEFITSTransaction monitoring for red flags using a comprehensive set of rules with Behavioral AnalyticsDramatically reduce false positives with artificial intelligenceDetect unknown crime patterns before they become rampantReduce time per case with a centralized interfaceFull audit trails and the highest level of data protection “HAWK:AI was able to work most efficiently with our Data Science, Software and Cloud Infrastructure teams, successfully delivering the project under time constraints. Their payment, compliance and cloud knowledge has proved invaluable.”Jim Parkinson, Chief Experience OfficerNorth American Bancard
Garden Grove, CA A-36 RFP No. S-1342
A.2EXTENSIVE MERCHANT SERVICES EXPERIENCEServing large, multi-department governments has been our specialty from the beginning. We are the chosen payment provider for governments nationwide, including the Arizona State Department of Revenue; Franklin County, Ohio (Columbus metro); Hamilton County, Ohio (Cincinnati metro); and Pinal County, Arizona (metro area between Phoenix and Tucson). FRANKLIN COUNTY, OHIO (COLUMBUS METRO) In 2016, Point & Pay acquired the most populous county in Ohio through competitive solicitation. They chose our mobile-dynamicpayment solution via an API integration, which provides the County’s taxpayers with electronic billing and extended payment options, such as mobile capabilities. Registered users have access to a wide array of account functionality, such as selecting the option to have paperless bills emailed, set up recurring payments, future-dated payments, etc. We also provide Franklin County with our IVR and POS/Counter payment solutions for taxpayers who want other options.SANTA CRUZ COUNTY, CALIFORNIAPoint & Pay acquired Santa Cruz County through a formal solicitation process and began providing payment-processing services in July 2018. Not only do we provide online, in-person/POS, and IVR/phone capabilities for the Auditor-Controller-Treasurer-Tax Collector Office, but we also provide these same payment capabilities for other departments countywide, such as the District Attorney, Sherriff’s Office and Environmental Health District.
The Provider will provide the City with the ability to accept payment through the use of credit/debit cards. The City currently accepts VS, MC, Discover, and AMEX in person, on-line and via kiosk. The City will be credited daily for the gross amount of the bank card transactions. Any sales discount fee or percentage proposed will be billed at the end of each month as part of the activity charges.The Provider must have a minimum of 5 years of experience in the merchant services industry.
Garden Grove, CA A-37 RFP No. S-1342
PIERCE COUNTY, WASHINGTONPoint & Pay acquired Pierce County, the 2ndlargest in Washington, as a client in 2014 through competitive solicitation. They sought to provide integrated electronic payment processing services to enable a streamlined solution for their customers. We currently provide them with web/online, IVR, and POS/Counter payment solutions. Point & Pay provides these services to the Tax Office, Law Library, District Court, and Fire District.Testimonial:“Point & Pay is one of the best vendors I have dealt with; they plan ahead for the peaks of our tax payment cycle and anticipate our needs. If a technical glitch happens, as it sometimes does, theysolve the problem quickly.” IDAHO STATE SUPREME COURTPoint & Pay acquired the Idaho State Supreme Court system in early 2023 and implemented the new payment system sooner than planned. We deployed nearly 300 terminals at several locations across the state and activated all devices successfully within a remote environment. Those terminals run the EPXPay SecureConnect solution and enables real-time payment processing for citizens of Idaho who pay various court fines, fees, and citations. ARIZONA STATE DEPARTMENT OF REVENUEAfter responding to a competitive procurement opportunity for the State of Arizona, Department of Revenue, Point & Pay was awarded the contract in October 2017 to provide electronic payment processing solution for the residents of Arizona to pay their state income taxes. Point & Pay performed a custom and seamless integration with the state’s iNovah financial management system, a software product offered by System Innovators. Arizona residents are able to pay for their income taxes online, by phone, or in person at locations.
Garden Grove, CA A-38 RFP No. S-1342
HAMILTON COUNTY, OHIOIn 2011, Point & Pay acquired Hamilton County, the 3rdmost populous, and implemented our web/online, IVR, and POS/Counter payment solutions. The project took approximately 48 days to implement all of the solutions. We serve the County’s Tax Office, Public Health, Juvenile Court, Law Library, Child Support, Criminal Court, Common Pleas Court, Probate Court, Soil & Water Conservation District, Building & Development, Adult Probation, Civil Court, and Clerk of Court.Testimonial“We have had Point & Pay as our third party payment service provider for several years. During that time, they have worked with us to improve their products and services which have allowed us to better serve the taxpayers of Hamilton County.”PINAL COUNTY, ARIZONA Point & Pay has served Pinal County since 2012 and is proud is continue our long-standing partnership that spans over the past 12 years. Pinal County sought to provide customers with a new, user-friendly payment portal and bilingual IVR payment solution. Point & Pay responded by implementing a reliable and friendly web page that allowed speedy and secure data transmissions. We also implemented a robust, bilingual IVR that allows customers to use voice or touch and enter alphanumeric characters in a convenient way.
Garden Grove, CA A-39 RFP No. S-1342
A.3CLIENT REFERENCESPoint & Pay is pleased to provide the following eight (8) clients for the City to contact. ENTITYNAME:City of West University Place, TexasCONTACT&TITLE:Elizabeth Ola – Accounting Specialist EMAIL&PHONE:[email protected]| 713.662.5818DATESOFSERVICE:2019 - currentSOWDESCRIPTION:Electronic payment capabilities for Utilities ENTITYNAME:Summerville Commissioners of Public Works, South CarolinaCONTACT&TITLE:Belinda Harper, CPA, Deputy General ManagerEMAIL&PHONE:[email protected] | 843.871.0810DATESOFSERVICE:2017 - currentSOWDESCRIPTION:Electronic payment capabilities for Utilities divisionENTITYNAME:City of Warren, MichiganCONTACT&TITLE:Katherine LaheyEMAIL&PHONE:[email protected]| 586.758.1310DATESOFSERVICE:2013 - currentSOWDESCRIPTION:Electronic payment capabilities for Utilities and Property Taxes References-please provide five (5) current references which demonstrate your experience in the Scope of Work provided in this RFP. Please provide the company name, contact person’s name, title, email address and phone number and the dates that you provided the services/contract term. In addition, please provide a description/Scope of Work of the engagement. Please make sure that the information provided for your references is current and accurate.References will NOT be considered if the information provided is inaccurate or outdated. Please do not include the City of Garden Grove as a reference.
Garden Grove, CA A-40 RFP No. S-1342
ENTITYNAME:Riverside County, CaliforniaCONTACT&TITLE:Matt Jennings – Treasurer-Tax Collector EMAIL&PHONE:[email protected] | 951.955.3900DATESOFSERVICE:2024 - currentSOWDESCRIPTION:Property Tax ENTITYNAME:Stanislaus County, CaliforniaCONTACT&TITLE:Donna Riley Treasurer-Tax Collector EMAIL&PHONE:[email protected]| 209.525.4463DATESOFSERVICE:2020 - currentSOWDESCRIPTION:Electronic payment capabilities for Property Taxes, Revenue Recovery, and TOT ENTITYNAME:Santa Cruz County, CaliforniaCONTACT&TITLE:Laura Bowers Chief Deputy Auditor Controller EMAIL&PHONE:[email protected] 831.454.2684DATESOFSERVICE:2018 - currentSOWDESCRIPTION:Electronic payment capabilities for all agencies at the County, including Property TaxesENTITYNAME:El Paso County, ColoradoCONTACT&TITLE:Christine Pasonelli Division Director – Tax Compliance EMAIL&PHONE:[email protected] Garden Grove, CA A-41 RFP No. S-1342
DATESOFSERVICE:2020 - currentSOWDESCRIPTION:Electronic payment capabilities for all agencies at the County, including Property TaxesENTITYNAME:Merced County, CaliforniaCONTACT&TITLE:Karen Adams Treasurer-Tax Collector EMAIL&PHONE:[email protected]:2020 - currentSOWDESCRIPTION:Electronic payment capabilities for Property Taxes Garden Grove, CA A-42 RFP No. S-1342
A.4OTHER PROPOSER REQUIREMENTS
Point & Pay understands and complies with all requirements identified above. We provide additional information in response to these items within this document, as well asSupporting Specifics to Attachment C, Merchant Questionnaire. a. Acknowledgement of the vendor’s possession of cardholder data. The vendor shall acknowledge that such data can only be used for assisting the Card Brands or banks in completing a transaction, supporting a loyalty program, providing fraud control services, or for uses specifically required by law.b. Confirmation that all third-party vendors and vendors’ licensors or any third party companies used by the vendor involved in credit card transactions meet all PCI DSS standards; acknowledge their responsibility for safeguarding the cardholder data they possess, store, process or transmit; and provide to the City proof of compliance by providing an Attestation of Compliance.c. Vendor is processing and storing credit card data on behalf of the City, vendors must protect cardholder data as specified by the most current version of PCI DSS, and submit proof of PCI DSS compliance status prior to contract approval and at least annually (e.g., QSA report).d. Requirement to report any known or suspected compromise/loss of CCD to the City within no more than 10 business days after the compromise/loss is detected.e. Agreement to continue security of CCD during and after contract terminations. Contracts shall require return or secure destruction of all City CCD in accordance with the vendor’s information classification and handling policies provided those policies are acceptable to the City.f. Provision of appropriate business continuity capabilities such that the services provided by the vendor will be available in the event of a major disruption or failure of their primary facilities.g. Definition of Service Level Agreements for both normal and contingency operations.h. The City will require the successful proposer to begin working with the City prior to the tentative contract start date to ensure a smooth and seamless transition. 27 RFP S-1342
“ATTACHMENT B”
PROPOSAL PRICING INFORMATION
This page must be completed and submitted with the proposal pricing.
It is understood and agreed that:
a) No verbal agreement or conversation with any officer, agent or employee of CITY, either before or after the execution of the Agreement shall affect or modify any of the terms or obligations of this Proposal. b) CITY will not be responsible for any errors or omissions on the part of the undersigned in formulating the proposed prices, nor will Proposer be given relief on account of error.
c) The undersigned hereby certifies that this Proposal is genuine and is not sham or collusive, or made in the interest or on behalf of any person not herein named, and that the undersigned has not directly or indirectly induced or solicited any other proposer to put in a sham proposal, or any other person, firm or corporation to refrain from proposing, and that the undersigned has not in any manner sought, by collusion, to secure for himself an advantage over any other proposer.
d) The undersigned is licensed in accordance with the Laws of the State of California.
e) All proposals shall be signed in ink by the president, chief executive officer, or individual authorized to act on behalf of the company, with current Power of Attorney if applicable. The name and mailing address of the individual making the proposal must be provided.
Check below where appropriate:
Partnership: That are
partners, doing business under the firm name of and
that the co-partnership makes the accompanying proposal.
Individual: That is the
bidder and makes the accompanying proposal.
BIDDERS NAME (PLEASE PRINT): ________________________________ EMAIL ADDRESS: _________________________________
PHONE NUMBER: _________________________________
___
AUTHORIZED SIGNATURE DATE
Point and Pay, LLC
855.634.4299
Kevin Connell, Chief Executive Officer
[email protected]
11.12.2024
Garden Grove, CA 1 RFP No. S-1234
BEST AND FINAL OFFER (BAFO) RESPONSE
Point & Pay’s BAFO for the City of Garden Grove reflects a reduction in the Processing Fee for Electronic Checks – from $0.15 to $0.10 not including validation.
PRICING SCHEDULE/RATES
Please provide pricing for a three-year period, which is broken down by Year One, Year Two, and Year Three.
MERCHANT SERVICES COST PROPOSAL
Poi
nt & Pay presents the City of Garden Grove with the following Cost Proposal in response to RFP No. S- 1342 for Credit Card Merchant Services. The proposed rates for both the Client-Paid Absorbed Fees and the optional Customer-Paid Convenience Fees will remain fixed for the entirety of the three-year contract period.
We have carefully studied the current contract and the contracts of cities similar in size throughout California, as well as across the country. The proposed pricing represents the lowest costs we have offered to any local government agency; we have also taken steps to simplify the pricing wherever possible by eliminating unnecessary fees.
We hope the evaluation team will note that our proposal includes no costs for the items below. Initial set-up/implementation
Address Verification
Support and maintenance of SaaS products
Reporting and administrative access
MIDs or accounts on file
PCI compliance fees
Reversals, returns, voids, or chargebacks
Training and associated documentation
i. General Instructions for Preparing Cost Proposal:
Proposer must submit a complete cost proposal which includes rates and applicable fees that address all aspects of the Scope of Work such as processing fees, application development services, ancillary services, connectivity services, and the frequency of all rates (e.g. per transaction, per occurrence, per hour). ii. Total Project Cost Including Pricing Schedule:
Proposer must provide a total project cost to include all requisite services, materials, work products, ancillary expenses and pricing/rate schedule. All expenses must be included and itemized in the proposal pricing.
Garden Grove, CA 2 RFP No. S-1234
CLIENT-PAID ABSORBED FEES
With our absorbed pricing structure, the City is responsible pays the transaction fee on behalf of the customer. Our finance team will send monthly invoices to the City. Just like convenience fees, we can consolidate all payment methods into one single deposit.
PUBLIC WORKS/UTILITIES
PAYMENT METHOD FEE PER TRANSACTION
CREDIT/DEBIT CARDS 1.50% + $0.10
AMEX CREDIT CARDS 2.15% + $0.10
DIGITAL WALLETS 1.5% + $0.10
ELECTRONIC CHECKS Processing: $0.10
Validation: $0.10
BANKCONNECT
‘Pay with Bank Account’
$0.50
Value-added Option
ALL OTHER DEPARTMENTS
PAYMENT METHOD FEE PER TRANSACTION
CREDIT CARDS 2.15% + $0.10
DEBIT CARDS 2.15% + $0.10
DIGITAL WALLETS 2.15% + $0.10
ELECTRONIC CHECKS Processing: $0.10
Validation: $0.10
BANKCONNECT
‘Pay with Bank Account’
$0.50
Value-added Option
Garden Grove, CA 3 RFP No. S-1234
CUSTOMER-PAID CONVENIENCE FEES FOR ALL DEPARTMENTS (OPTIONAL) As an option to the absorbed pricing structures identified in the preceding pages, one of our most highly utilized pricing structures is our convenience fee model that offers the ability to consolidate all payment channels into one deposit.
PAYMENT METHOD FEE PER TRANSACTION
CREDIT CARDS 2.20%, min. $2.00
DEBIT CARDS 2.20%, min. $2.00
DIGITAL WALLETS 2.20%, min. $2.00
ELECTRONIC CHECKS $0.50
BANKCONNECT
‘Pay with Bank Account’
$1.50
Value-added Option
Garden Grove, CA 4 RFP No. S-1234
INCLUDE THE FOLLOWING INFORMATION IN YOUR COST PROPOSAL P
oint & Pay provides the following payment calculations as requested above.
CREDIT/DEBIT CARD MATRIX
STRUCTURE PAYMENT TYPE FEE $100 $500 $1,000 $5,000
ABSORBED FEES
Credit/Debit, No AMEX
Utilities 1.50% + $0.10 $1.60 $7.60 $15.10 $75.10
AMEX Only
Utilities 2.15% + $0.10 $2.25 $10.85 $21.60 $107.60
Credit/Debit
All Other Depts. 2.15% + $0.10 $2.25 $10.85 $21.60 $107.60 CONVENIENCE FEES Credit/Debit
All Depts. 2.20% $2.20 $11.00 $22.00 $110.00
ELECTRONIC CHECK/ACH MATRIX
STRUCTURE PAYMENT TYPE FEE $100 $500 $1,000 $5,000
ABSORBED FEES
Electronic Check $0.30 $0.30 $0.30 $0.30 $0.30
BankConnect ACH $0.75 $0.75 $0.75 $0.75 $0.75
CONVENIENCE FEES
Electronic Check $0.50 $0.50 $0.50 $0.50 $0.50
BankConnect ACH $1.50 $1.50 $1.50 $1.50 $1.50
i. Please provide calculation for payments based on transactions of $100, $500, $1,000, and $5,000 dollars.
This should show how the City will be charged for a transaction. ii. Provide a funds availability schedule by card type. iii. What is the settlement deadline?
iv. What daily and/or monthly reconciliation reports are available? v. Do you offer recurring billing processing such as Autopay? vi. What equipment/devices are included?
Garden Grove, CA 5 RFP No. S-1234
FUNDS AVAILABILITY SCHEDULE BY CARD TYPE
The settlement timeline for Visa, MasterCard, and Discover is 24 hours. American Express settles in 48 hours. Point & Pay offers a variety of settlement timing, configuration, and methodology choices and we will work with the City to configure their needs during the gathering of final requirements.
SETTLEMENT DEADLINE
One of Point & Pay’s highly coveted services is our consolidated settlement design for all transaction types, and the vast majority of our clients prefer this batch settlement method for ease of reconciliation.
We consolidate the deposits for all credit/debit card types – Visa, MasterCard, American Express, and Discover, as well as electronic checks – into a single, easy to reconcile batch. This approach offers:
• Easier reconciliation and single point of management for all settlement activities • Ability to preserve the integrity of the 24 hour day (local time) rather than manipulating batch times to accelerate settlement
• Ability for Point & Pay to fund settlement even if there is an issue with processing, banking, etc.
Point & Pay offers a variety of sophisticated options and processes settlements via ACH and FedWire. All options other than the “Direct” settlement model include consolidated settlement of all payment types.
TIMING OPTIONS
• Next Day – midnight cutoff and FedWire technology to deliver funds the next morning • Expedited – midnight cutoff and ACH settlement for good funds 24 hours after batch cutoff • Standard – midnight cutoff and next-day settlement for good funds 48 hours after batch cutoff • Direct – funds/settlements received directly from the card and check processors
DELIVERY OPTIONS
• Consolidated – consolidates all card types and checks into a single lump deposit • Direct – individual settlements received directly from the card and check processors (required for settlement structures requiring next-day or faster timing)
ROUTING/RECONCILIATION OPTIONS
• Group Settlement – receive settlement for all departments in a single consolidated batch • Individual Settlements – structured by different payment types, departments, physical locations, or the channels in which the platform receives payments (online/IVR/POS, etc.) Using our reporting tool, the City will be able to set up a reporting hierarchy to view the funds as one lump sum, or as individual deposits. Transactions occurring on Saturday and Sunday will post on Monday; and we are able to report on these weekend transactions separately, if desired. We can pull settlement backup data from our reporting component or deliver files via in CSV, XML, or tab-delimited formats.
Garden Grove, CA 6 RFP No. S-1234
DAILY/MONTHLY RECONCILIATION REPORTS
Point & Pay details our robust reporting component in Attachment C - Merchant Questionnaire and provides sample reports in the supporting documentation.
RECURRING PAYMENTS/AUTOPAY
Point & Pay provides information on our recurring payment capabilities in Attachment A - Scope of Services.
POS EQUIPMENT/DEVICES
Point & Pay is proud to offer an equipment credit of $3,000 for City department(s) to select from the devices referenced in the table. When these funds are exhausted, the fees below will apply per device.
Please note our proposal includes no charge for equipment maintenance and each device includes the standard 1-year manufacturer warranty. However, should any equipment malfunction and/or be deemed inoperable, Point & Pay will replace the defective devices within 24-48 hours of request.
BRAND/MODEL FEE PER DEVICE
ID TECH VP8300 $250.00
INGENICO DESK 3500 $350.00
INGENICO MOVE 5000 $650.00
MISCELLANEOUS FEE (IF APPLICABLE)
Point & Pay proposes a professional service rate of $150 per hour, but please note this fee only applies if custom development is required that extends beyond our standard service/product offering.
PRICING AND DISCOUNT
P
oint & Pay is highly familiar with the regulations surrounding interchange fees, including provisions under the Durbin Amendment and other applicable laws that provide lower interchange rates for utility payments. We will ensure that all payments are processed in compliance with these provisions, qualifying for the lowest possible interchange category.
The City qualifies for governmental discounts/programs such as the Visa Utility IRF Program. Unit prices shall reflect these discounts. Unit prices shown on the proposal or contract shall be the price per unit of sale (e.g., hour, ea.) as stated on the request or contract. For any given item, the quantity multiplied by the unit price shall establish the extended price, the unit price shall govern in the proposal evaluation and contract administration.
Garden Grove, CA 7 RFP No. S-1234
PROMPT PAYMENT
P
oint & Pay has provided our most competitive pricing, incorporating the maximum discounts available.
We designed our rates to deliver the best value while ensuring full transparency, with no hidden fees or additional charges.
FINANCIAL CAPABILITY TO PERFORM CONTRACT
P
oint & Pay is a privately held company who operates as a wholly-owned subsidiary of North AB, LLC (formerly ‘North American Bancard’); therefore, we do not publish our own financial statements. As the nation’s 6th largest acquirer, North possesses strong revenue growth and cash-positive operations. We are pleased to provide three additional company ratings for North below.
Better Business Bureau: A+ | Moody’s: B1; Outlook: Stable | Hoover’s: Low Risk We welcome the opportunity to provide a copy of North’s most recent financial statements for review by the City of Garden Grove. However, this would require a secure file transfer by email, sent directly from the Controller at our parent corporation.
Proposers are encouraged to offer a discount for prompt payment of invoice. Please include any discount in your cost proposal, or indicate zero discount offered. If awarded by the City, period of entitlement begins only after:
● R eceipt of a properly completed invoice
● R eceipt of all supplies, equipment or services ordered ● S atisfactory completion of all contractual requirements Proposer shall submit either a current Financial Review or Compilation Report by a CPA firm, which is not to be older than one (1) year, or a Financial Statement from their bank asserting that Contractor has the Financial Capability to perform this contract. City reserves the right to use other means to substantiate Financial Capability, e.g. D&B reports, BBB, or other means.