3. Take action on the following liquor license applications:
*3-a. It Ain’t Chemo
This is a one -day event to be held on Saturday, February 10, 2018 from 9:00 A.M. to 9:00 P.M. at Riverview Park, 2100 West Rio Salado Parkway. (District 1)
*3-b. AMC Superstition East 12
A multi- screen cinema i s requesting a new Series 6 Bar License for American Multi- Cinema Inc., 1935 South Signal Butte Road - Andrea Dahlman Lewkowitz, agent. There is no existing license at this location. (District 6)
*3-c. ATL Wings
A restaurant that serves lunch and dinner is requesting a new Series 12 Restaurant License for Stapley Wings LLC, 1455 South Stapley Drive, Suites 22- 24 - Andrea Dahlman Lewkowitz, agent. The existing license held by Mark Killian, sole proprietor, will revert to the State. (District 4)
*3-d. Elgin Distillery
This is a one-day craft distillery festival to be held on Saturday, March 3, 2018 from 9:00 A.M. to 4:00 P.M. at Sunland Village, 4601 East Dolphin Avenue. (District 2)
*3-e. Village of Elgin Winery
This is a one- day wine festival event to be held on Saturday, March 3, 2018 from 9:00 A.M. to 4:00 P.M. at Sunland Village, 4601 East Dolphin Avenue. (District 2)
4. Take action on the following off-track betting license application:
*4-a. Turf Paradise, TP Racing LLLP
New Off-Track Betting License for Turf Paradise, TP Racing LLLP to telecast at Moose & Bear, located at 118 East McKellips Road, Suite 103, TB Concepts LLC. Applicant:
Vincent Acri Francia. (District 1)
5. Take action on the following contracts:
*5-a. One-Year Renewal to the Term Contract for Executive Physicals for Citywide Departments as requested by the Human Resources Department. (Citywide)
This contract provides annual physicals for the City’s executive staff as a means of maintaining optimum health. There are approx imately 65- 70 positions eligible to participate in this program.
The Human Resources Department and Purchasing recommend authorizing the renewal contract with Banner Occupational Health Clinics, at $88,500, based on estimated usage.
Regular Council Meeting
February 5, 2018
*5-b. One-Year Renewal to the Term Contract for Deceased Animal Collection Services for the Community Services Department. (Citywide)
This contract provides a vendor to collect and dispose of deceased animals up to 150 pounds that are reported within the City. The contractor is responsible for the proper disposal by cremation or other means in accordance with the standards and methods approved by the Maricopa County Health Department.
The Community Services Department and Purchasing recommend authorizing the renewal contract with APM/Couts Enterprises, Inc., dba Arizona Pet Mortuary, at $54,000, based on estimated usage.
*5-c. Purchase of One Replacement Fire Apparatus, an Air Light/Rehab Unit, for the Fire and Medical Department (Sole Source). (Citywide)
The apparatus being replaced has met established replacement criteria and will be sold by a sealed bid process or traded -in as part of the City's fire apparatus purchase agreement with Pierce Manufacturing. In addition, Fire and Medical will trade-in two units to further offset the price for the Air/Light Rehab unit.
The Fire and Medical Department and Purchasing recommend authorizing the purchase using the City’s five-year purchase agreement with Pierce Manufacturing Inc., through their designated local dealer, Hughes Fire Equipment Inc., at $502,264.75. This purchase is funded by the Capital -General Fund and authorized 2013 Public Safety Bonds.
*5-d. Three-Year Term Contract for Landscape Maintenance Services for Parks, Retention Basins and Sports Fields - Zones 1, 2, 3 and 4 for the Parks, Recreation and Community Facilities Department (PRCF). (Citywide)
These contracts provide landscape maintenance services for sports fields, parkways, medians, parks, retention basins or grounds adjacent to City facilities. The City has divided the landscaping into geographic areas known as Zones 1, 2, 3 and 4. PRCF has done an analysis to bring the work under this contract in- house and, at this time, contracting continues to be in the best financial interest of the City.
The evaluation committee recommends awarding the contract to the highest-scored proposal from Mariposa Landscape Arizona, Inc.; Zone 1, at $1,435,319.57 annually; Zone 2, at $959,183.45 annually; Zone 3, at $974,364.20 annually; and Zone 4, at $1,221,738.22 annually; based on estimated usage.
*5-e. Three-Year Term Contract for Plumbing Services for the Parks, Recreation and Community Facilities Department. (Citywide)
This contract will establish a list of pre -qualified plumbing contractors to perform plumbing services on various City facilities/projects on an as-needed basis.
The evaluation committee recommends awarding the contract to the four, highest-scored proposals from Mesa Energy Systems Inc.; RKS Plumbing and Mechanical Inc.; Sun Mechanical Inc.; and W.D. Manor Mechanical Contractors, Inc.; cumulatively not to exceed $100,000 annually, based on estimated usage.
Regular Council Meeting
February 5, 2018
*5-f. Purchase of Furniture for the Main Library as requested by the Library Services Department. (Citywide)
This purchase will provide seating and tables for two new rooms at the Main Library, Teen Room and ThinkSpot. The Library worked with several vendors utilizing cooperative contracts specifying their needs and goals with this project.
The Library Services Department and Purchasing recommend authorizing the purchase using the Northern Arizona University cooperative contract with Atmosphere Commercial Interiors, at $50,876.25.
*5-g. Five-Year Term Contract with CDW Government, LLC and SHI International Corp. for Information Technology Solutions and Services for Various Departments throughout the City. (Citywide)
This contract will provide the City and participating agencies a full range of information technology solution products and services to meet varying requirements of governmental agencies. The scope of products and services available under these contracts include standard business and high- end workstations; laptop and notebook computers; network equipment; computer and network products and peripherals; monitors; various cloud, consulting, and technical support services; financing; various software products; and the contractors' comprehensive product offering.
Mesa, as the lead agency, has partnered with the National Intergovernmental Purchasing Alliance Company (National IPA) to lead this contract. The contract will be available to over 45,000 public agencies nationally. While no minimum volume is guaranteed to the suppliers, the estimated annual volume of IT Solutions purchased under this master agreement is approximately $500 million per year. The City will receive rebates annually for administering and awarding this contract.
A committee representing the Police, and Information Technology Departments, City Manager’s Office, Police- Information Technology, National IPA and Purchasing evaluated responses. The evaluation committee recommends awarding the contract to the highest-scored proposals from CDW Government, LLC and SHI International Corp., at $3,100,000 annually, based on estimated usage.
*5-h. One-Year Term Contract for Electrical and Lighting Supplies for the Materials and Supply Warehouse (for Citywide Departments). (Citywide)
Multiple departments use this Citywide contract for their miscellaneous electrical equipment and supplies.
The Business Services Department and Purchasing rec ommend authorizing the purchase using the State of Arizona cooperative contract with Border States Industries, Inc., at $100,000, based on estimated usage.
*5-i. Re-Award the Three- Year Term Contract for Microfilm Conversion Services for the Police Department. (Citywide)
This contract will provide services to convert Police Department data from microfilm to digital media. Police, Records Division use microfilm that is becoming worn and damaged. The previous vendor is unable to satisfactorily fulfill the contract requirements.
Regular Council Meeting
February 5, 2018
The Police Department and Purchasing recommend re- awarding the contract to the second highest scored proposal, ICM Conversions, at $400,000 annually, based on estimated usage.
*5-j. Purchase of Falcon District Brand Signage as reques ted by the Economic Development Department. (Citywide)
Continuing to build awareness and to promote the Falcon Field Economic Activity Area, this purchase for the Falcon District signage includes the installation of two branded monument signs to be located on Greenfield and Higley Roads, south of the 202.
Additionally, the City will install utility and transit signal box wraps and will mount branded banners promoting aerospace, technology, and manufacturing on light poles around the airport.
The Economic Development Department and Purchasing recommend authorizing the purchase using the City of Peoria cooperative contract with YESCO Phoenix, at $146,670.49. This purchase is funded by Local Streets Sales Tax.
*5-k. Purchase of Three Replacement Rollback Trailers for the Transportation Department. (Citywide)
These trailers will replace three aging equipment trailers that are at the end of their service life. The trailers will meet the needs and safety requirements for transporting the large equipment required to perform street and right-of-way maintenance.
The Transportation Department and Purchasing recommend authorizing the purchase using the National Joint Powers Alliance contract with Empire Southwest (a Mesa business), at $176,764.77. This purchase is funded by Local Streets Sales Tax.
*5-l. One-Year Renewal to the Term Contract for Radio- Based Endpoint Encoders (for Water Meter Reading) for the Water Resources Department. (Citywide)
This contract provides Itron radio -based endpoint encoders and acces sories purchased directly from Itron, Inc., the manufacturer. The endpoint stores 40 days of hourly reads to ensure data integrity and offers advanced customer side leak detection and reverse flow and tamper alarms. Water Utility installs approximately 540 radio-based endpoint encoders on new and existing meters annually.
The Water Resources Department and Purchasing recommend authorizing the renewal with Itron, Inc., at $100,000, based on estimated usage.
*5-m. Purchase of Water Treatment Plant Shop Tools and Equipment for the New Signal Butte Water Treatment Plant as requested by the Water Resources Department. (Citywide)
This purchase is for tools and equipment needed for the start-up and maintenance in the various shops at the new Signal Butte Water Treatment Plant.
The Water Resources Department and Purchasing recommend awarding the contract to the lowest, responsive and responsible bidders: Copper State Bolt & Nut Co. (a Mesa business); Glendale Industrial Supply, LLC, dba UNICOA Construction and Industrial Supply; Mallory Safety & Supply LLC; and W.W. Grainger, Inc.; cumulatively not to exceed $153,000, based on estimated usage.
Regular Council Meeting
February 5, 2018
*5-n. One-Year Renewal to the Term Contract for Fire Hydrant Water Meters for the Water Resources Department. (Citywide)
This contract provides 3” fire hydrant water meters to accurately measure construction water use of fire hydrants. The meters are installed by Water Utility staff to serve contractors and other customers needing to connect to City fire hydrants for tempora ry construction water service and dust control purposes.
The Water Resources Department and Purchasing recommend authorizing the renewal with Badger Meter Inc., dba National Meter Automation, at $35,000, based on estimated usage.
*5-o. Greenfield Water Reclamation Plant (GWRP), Phase III Expansion Guaranteed Maximum Price (GMP) No. 2. (Citywide)
The City of Mesa, Town of Gilbert, and Town of Queen Creek seek to provide an additional 14 million gallons per day annual average day flow of liquids and solids treatment capacity at the existing GWRP, complete with the required infrastructure, technology, and environmental features to ensure a reliable, efficient, and expanded plant to meet the current and future demands.
Staff recommends awarding the contrac t for the completion of this project to McCarthy Building Companies in the amount of $120,302,333 and authorize a change order allowance $6,015,117 (5%) for a total project amount of $126,317,450. This project is funded by the Greenfield Water Reclamation Plant Joint Venture Fund, with contributions coming from its members based on usage. Mesa’s portion of this GMP is $72,229,521 and is funded by 2014 authorized Wastewater Bonds.
*5-p. Sewer Pipe and Manhole Rehabilitation: Mesa Drive, Millet Avenue, Horne, and 6th Avenue. (District 4)
The existing sanitary sewer lines covered by this project were built during the 1950’s and 1960’s. The age of these pipes greatly increases their risk of failure and emergency repairs. This method of construction can be completed while leaving the pipe in place and without excavation. Similarly, the sewer manholes will be cleaned, repaired, and coated in place. Only the concrete adjustment rings will be removed and replaced.
Staff recommends awarding the contract for this pr oject to the lowest, responsible bidder, B and F Contracting, Inc, in the amount of $1,394,294.67, and authorize a change order allowance in the amount of $139,430 (10%), for a total amount of $1,533,724.67. Funding for this project is available from the 2014 Wastewater Bond Program.
*5-q. Sidewalks at Railroad Crossing on Alma School. (Districts 3 and 4)
To continue to meet current railroad approach and clearance standards at the Alma School Road railroad crossing, additional safety improvements will need to be made.
The project improvements for roadway and sidewalk approach at this location will facilitate greater public safety and needed clearances from railroad signals along with a smoother roadway crossing of the Union Pacific Railroad track. Mesa wil l participate in the federally-funded Railway-Highway Grade Crossing Program, and will be responsible Regular Council Meeting
February 5, 2018
for adjusting the existing concrete sidewalks around the proposed cantilevers and gates, and installing concrete medians.
This project was previously awarded by Council on July 10, 2017, however, the previously selected contractor could not comply with the federal requirements and the project was released for bid a second time.
Staff recommends awarding the contract to the lowest, responsible bidder, AJP Electric, in the amount of $149,494, plus an additional $14,949 (10%) as a change order allowance, for a total amount of $164,443. Funding is available from the Local Streets Sales Tax, of which 94.3% will be reimbursed by Arizona Department of Transporta tion (Federal) Grant under the Railway-Highway Grade Crossing.
6. Take action on the following resolutions:
*6-a. Approving and authorizing the City Manager to submit the Second Substantial Amendment to the Fiscal Year 2017/2018 Annual Action Plan to the U.S. Department of Housing and Urban Development related to the allocation of funding obtained under the Community Development Block Grant (CDBG) program. This Amendment will allow for reallocation of $600,000 in CDBG funds from the Senior Center Renovation Project (247 North Macdonald) to the Eagles Park Project (828 East Broadway Road). (District 4) – Resolution No. 11088.
*6-b. Approving and authorizing the City Manager to enter into a Grant Agreement with the Arizona Department of Public Safety to accept $1,335,284 in Victims of Crime Act (VOCA) grant funds. The finding will be used for salaries and expenses for the Mesa Prosecutors Office, Victim Services Unit for a three-year period. (Citywide) – Resolution No. 11089.
*6-c. Approving and authorizing the City Manager to enter into a Lease Agreement with New Cingular Wireless PCS for a cellular site on a portion of 5950 East Virginia Street, also known as Mesa Fire Station 214. (District 5) – Resolution No. 11090.
*6-d. Approving and authorizing the City Manager to enter into a Development Agreement for City-Share Reimbursement with PPGN -Ray, LLLP, for the reimbursement of $100,568 for regional street and street lighting improvements that are being required by the City in conjunction with a proposed residential development known as Crismon Road at PPGN, located at 5461 South Ellsworth Road. (District 6) – Resolution No. 11091.
*6-e. Approving and authorizing the City Manager to enter into an Intergovernmental Agreement with the Maricopa County, Department of Transportation for the pavement rehabilitation of Adobe Road from Higley Road to Recker Road. The City will contribute an estimated $54,417 for the portion of the project that is within City boundaries that will be funded from the 2013 Streets Bond Program. (District 5) – Resolution No. 11092.
*6-f. Approving and authorizing the City Manager to enter into First Amendments to the Development Agreement, Ground and Air Lease, and License Agreement with 3W Management, LLC, to facilitate the development of, and job creation and retention at, the City-owned property generally located at the southwest corner of Main Street and South Pomeroy and 34 South Pomeroy, which is the development commonly known as The GRID. (District 4) – Resolution No. 11093.
Regular Council Meeting
February 5, 2018
7. Introduction of the following ordinance and setting February 26, 2018 as the dat e of the public hearing on this ordinance:
*7-a. ZON17-00323 (District 5) The 8800 to 8900 blocks of East Main Street (south side).
Located west of Red Mountain Freeway on the south side of Main Street (16.4± acres).
Rezoning from RS-43 and GC to GC-PAD; and Site Plan Review. This request will allow for the development of an RV dealership and storage facility. Jeff Welker, Welker Development Resources, applicant; Roger D. Overson, owner.
Staff Recommendation: Approval with conditions
P&Z Board Recommendation: Approval with conditions (Vote: 6-0)
8. Discuss, receive public comment, and take action on the following ordinances:
*8-a. ZON17-00309 (District 2) The 5200 block of East Inverness Avenue (south side).
Located east of Higley Road south of the US60 Freeway (1.9 ± acres). Rezoning from RM-3-PAD to LC; and Site Plan Review. This request will allow for the development of a commercial building. John Schoenauer, HD Management, applicant; Sevilla, LLC, owner. – Ordinance No. 5419.
Staff Recommendation: Approval with conditions
P&Z Board Recommendation: Approval with conditions (Vote: 7-0)
*8-b. ZON17-00283 (District 6) The 7100 to 7300 blocks of East Ray Road (north side).
Located east of Power Road on the north side of Ray Road (56.0± acres). Rezone from LI-AF to LI -AF-PAD. This request will allow for the development of an industrial subdivision. Omar Cervantes, XCL Engineering, LLC, applicant; Phx -Mesa Gateway Airport 193, LLC, owner. – Ordinance No. 5420.
Staff Recommendation: Approval with conditions
P&Z Board Recommendation: Approval with conditions (Vote: 7-0)
*8-c. ZON17-00432 (District 3) The 800 and 900 blocks of West Southern Avenue (south side), the 1200 and 1300 blocks of South Extension Road (west side), and the 800 and 900 blocks of West Grove Avenue (north side). Located at the southwest corner of Southern Avenue and Extension Road (19.3 ± acres). PAD Amendment; Site Plan Modification. This request w ill allow the development of a new multiple- residence building in an existing multiple- residence complex. Reese Anderson, Pew and Lake, PLC, applicant; Edward B. Frankel, Trustee of the Frankel Family Trust, owner. – Ordinance No. 5421.
Staff Recommendation: Approval with conditions
P&Z Board Recommendation: Approval with conditions (Vote: 7-0)
9. Take action on the following subdivision plat:
*9-a. "Allred Ranch" (District 2) The 2900 to 3100 blocks of East Southern Avenue (north side), and t he 900 to 1200 blocks of South Los Alamos (west side). Located east of Regular Council Meeting
February 5, 2018
Page9
Lindsay Road on the north side of Southern Avenue. 108 RSL-4.5 PAD lots (25± acres).
KB Home Phoenix, Inc., developer; Dan Auxier, EPS Group, engineer.
Items not on the Consent Agenda
10. Items from citizens present.
There were no items from citizens present.
11. Adjournment.
Without objection, the Regular Council Meeting adjourned at 5:57 p.m.
ATTEST:
DEE ANN MICKELSEN, CITY CLERK
~
~AYOR
I hereby certify that the foregoing minutes are a true and correct copy of the minutes of the Regular Council Meeting of the City Council of Mesa, Arizona, held on the 5th day of February, 2018. I further certify that the meeting was duly called and held and that a quorum was present.
DEE ANN MICKELSEN, CITY CLERK
js
AGREEMENT PURSUANT TO SOLICITATION
CITY OF MESA AGREEMENT NUMBER 2018011
INFORMATION TECHNOLOGY SOLUTIONS & SERVICES
CITY OF MESA, Arizona (“City”)
Department Name City of Mesa – Purchasing Division
Mailing Address P.O. Box 1466
Mesa, AZ 85211-1466
Delivery Address 20 East Main St, Suite 400
Mesa, AZ 85201
Attention Sharon Brause, CPPO, CPPB, CPCP
Senior Procurement Officer
E-Mail [email protected]
Phone (480) 644-2815
Fax (480) 644-2655
AND
CDW GOVERNMENT LLC, (“Contractor”)
Mailing Address 230 N. Milwaukee Ave
Vernon Hills, IL 60061-9740
Remit Address 75 Remittance Dr, Suite #1515
Chicago, IL 60675-1515
Attention Jumana Dihu, Program Manager
E-Mail [email protected]
Phone (312) 547-2495
Fax (312) 705-9437
Website www.cdwg.com
CITY OF MESA AGREEMENT PURSUANT TO SOLICITATION
This Agreement pursuant to solicitation (“ Agreement”) is entered into this 28 th day of February, 2018, by and between the City of Mesa, Arizona, an Arizona municipal corporation (“ City”), and CDW GOVERNMENT LLC, an Illinois limited liability company (“Contractor”). The City and Contractor are each a “Party” to the Agreement or together are “Parties” to the Agreement.
RECITALS
A. The City issued solicitation number 2018011 (“Solicitation”) for INFORMATION TECHNOLOGY SOLUTIONS & SERVICES, to which Contractor provided a response (“Response”); and
B. The City Selected Contractor’s Response as being in the best interest of the City and wishes to engage Contractor in providing the services/materials described in the Solicitation and Response.
In consideration of the reciprocal promises contained in the Agreement, and for other valuable and good consideration, which the Parties acknowledge the receipt and sufficiency of, the Parties agree to the following Terms & Conditions.
TERMS & CONDITIONS
1. Term. This Agreement is for a term beginning on March 1, 2018 and ending on February 28, 2023.
The use of the word “ Term” in the Agreement includes the aforementioned period as well as any applicable extensions or renewals in accordance with this Section 1.
1.1 Renewals. On the mutual written agreement of the Parties, the Term may be renewed up to a maximum of two (2), one (1) year periods. Any renewal(s) will be a continuation of the same terms and conditions as in effect immediately prior to the expiration of the then - current term.
1.2 Extension for Procurement Processes . Upon the expiration of the Term of this Agreement, including any renewals permitted herein, at the City’s sole discretion this Agreement may be extended on a month-to-month basis for a maximum of six (6) months to allow for the City’s procurement processes in the selection of a Contractor to provide the services/materials provided under this Agreement. The City will notify the Contractor in writing of its intent to extend the Agreement at least thirty (30) calendar days prior to the expiration of the Te rm. Any extension under this Subsection 1.2 will be a continuation of the same terms and conditions as in effect immediately prior to the expiration of the then - current term.
1.3 Delivery. Delivery shall be made to the location(s) contained in the Scope of W ork within thirty (30) days after receipt of an order. Title to Products and risk of loss or damage during shipment pass from Contractor to City upon delivery to the destination specified on the applicable purchase order (F.O.B. Destination, freight prepa id and allowed). Contractor agrees to deliver all products to be delivered F.O.B. destination, freight pre -paid and allowed to various locations throughout the City. In many cases within the City, the Contractor may be asked to deliver all products to the front counter within a given department. For special orders, the Parties agree to negotiate in good faith an alternative delivery date when necessary. Notwithstanding the foregoing, title to software will remain with the applicable licensor(s), and the City's rights therein are contained in the license agreement between such licensor(s) and the City.
2. Scope of Work . The Contractor will provide the necessary staff, services and associated resources to provide the City with the services, materials, and obligations attached to this Agreement as Exhibit A (“Scope of Work”) Contractor will be responsible for all costs and expenses incurred by Contractor that are incident to the performance of the Scope of Work unless otherwise
stated in Exhibit A. Contractor will supply all equipment and instrumentalities necessary to perform the Scope of Work. If set forth in Exhibit A , the City will provide Contractor’s personnel with adequate workspace and such other related facilities as may be required by Contractor to carry out the Scope of Work.
The Agreement is based on the Solicitation and Response which are hereby incorporated by reference into the Agreement as if written out and included herein. In addition to the requirements specifically set forth in the Scope of Work, the Parties acknowledge and agree that the Parties shall perform in accordance with all terms, conditions, specifications and other requirements set forth within the Solicitation and Response unless modified herein.
3. Orders. Orders must be placed with the Contractor by either a: (i) Purchase Order when for a one- time purchase; (ii) procurement card ; (iii) Delivery Order or Blanket Purchase Order for a requirements contract where multiple as -needed orders will be placed with the Con tractor; (iv) Executed Statement of Work (SOW); or (v) Executed Cloud Service Order (CSO) Form. The City may use the Internet to communicate with Contractor and to place orders as permitted under this Agreement. Unless explicitly stated in a separate writing executed by the Parties, t he terms and conditions on any order form, quote, or similar document provided by Contractor to the City will not take precedence over the language set forth in this Agreement or any of the documents outlined in Section 4 below.
4. Document Order of Precedence . In the event of any inconsistency between the terms of the body of the Agreement, Exhibits, Solicitation, and Response, the language of the documents will control in the following order.
a. Amendments to the Agreement
b. Agreement
c. Exhibits
1. Mesa Standard Terms & Conditions (Exhibit C)
2. Pricing (Exhibit B)
3. Scope of Work (Exhibit A)
4. Other Exhibits not listed above
d. Solicitation including any addenda
e. Contractor’s Response
5. Payment. Subject to the provisions of the Agreement, the City will pay Contractor the sum(s) described in Exhibit B (“Pricing”) in consideration of Contractor’s performance of the Scope of Work during the Term.
6. Pricing. Contractor’s pricing shall be in the format of a minimum percentage discount off a verifiable price index. Contractor may submit discounts for various manufacturers. At the time of purchase, Contractor may offer deeper discounts beyond the discounted price list, based on volume or other factors, as applicable. Minimum discounts will remain firm during the entirety of the Term of the Agreement, unless the Contractor requests to increase its discount percentage, and Pricing will include all charges that may be incurred in fulfilling requireme nt(s). In addition to decreasing prices for the balance of the Term due to a change in market conditions, a Contractor may conduct sales promotions involving price reductions for a specified lesser period. In the event a product is discontinued, Contractor will provide a product of the same or greater functionality, utilizing the discount structure.
It is the Contractor’s responsibility to provide the City with an up -to-date price list for the duration of the Agreement.
6.1 Prices. All pricing discounts shall be firm for the Term and all extensions or renewals of the Term except where otherwise provided in this Agreement, and will include all costs of the Contractor providing the materials/service including transportation, insurance and
warranty costs. No fuel surcharges will be accepted unless allowed in this Agreement.
The City shall not be invoiced at prices higher than those stated in the Agreement.
No price modifications will be accepted without proper request by the Contractor and response by the City’s Purchasing Division.
6.2 Price Adjustment. Any requests for reasonable price adjustments must be submitted in accordance with this Section. Requests for adjustment in cost of labor and/or materials must be supported by appropriate documentation. There is no guarantee the City will accept a price adjustment ; therefore, Contractor should be prepared for the Pricing to be firm over the Term of the Agreement. The City is only willing to entertain price adjustments based on an increase to Contractor’s actual expenses or other reasonable adjustment in providing the services/materials under the Agreement. If the City agrees to the adjusted price terms, the City shall issue written approval of the change.
During the sixty (60) day period prior to the expiration of the then-current term date of the Agreement, the Contractor may submit a written request to the City to allow an increase to the prices in an amount not to exceed the twelve (12) month change in the Consumer Price Index for All Urban Consumer s (CPI-U), US City Average, All Items, Not Seasonally Adjusted as published by the U.S. Department of Labor, Bureau of Labor Statistics ( http://www.bls.gov/cpi/home.htm). The City shall review t he request for adjustment and respond in writing; such response and approval shall not be unreasonably withheld.
6.3 Renewal and Extension Pricing . Any extension of the Agreement will be at the same pricing as the initial term. If the Agreement is renewed in accordance with Section 1, pricing may be adjusted for amounts other than inflation that represent actual costs to the Contractor based on the mutual agreement of the Parties. Contractor may submit a request for a price adjustment along with appropriate supporting documentation demonstrating the cost to the Contractor. Renewal prices shall be firm for the term of the renewal period and may be adjusted thereafter as outlined in the Subsection 6.2. There is no guarantee the City will accept a price adjustment.
6.4 Invoices. Payment will be made to Contractor following the City’s receipt of a properly completed invoice. Any issues regarding billing or invoicing must be directed to the City Department/Division requesting the service or material from the Contractor. A prop erly completed invoice should contain, at a minimum, all of the following:
a. Contractor name, address, and contact information;
b. City billing information;
c. City contract number as listed on the first page of the Agreement; d. Invoice number and date;
e. Payment terms;
f. Date of service or delivery;
g. Description of materials or services provided;
h. If materials provided, the quantity delivered and pricing of each unit; i. Applicable taxes; and
j. Total amount due.
6.5 Payment of Funds . Contractor acknowledges the City may, at i ts option and where available use a Procurement Card/e -Payables to make payment for orders under the Agreement; otherwise, payment will be th rough a traditional method of a check or Electronic Funds Transfer (EFT) as available.
6.6 Disallowed Costs, Overpayment. If at any time the City determines that a cost for which payment was made to Contractor is a disallowed cost, such as an overpayment or a charge for materials/service not in accordance with the Agreement, the City will notify Contractor in writing of the disallowance; such notice will state the means of correction which may be, but is not limited to, adjustment of any future claim/invoice submitted by Contractor in the amount of the disallowance or to require repayment of the disallowed amount by Contractor. Contractor will be provided with the opportunity to respond to the notice.
7. Insurance.
7.1 Contractor must obtain and maintain at its expense throughout the Term of the Agreement, at a minimum, the types and amounts of insurance set forth in this Section 7 from insurance companies authorized to do business in the State of Arizona; the insurance must cover the materials/service to be provided by Contractor under the Ag reement. For any insurance required under the Agreement, Contractor will name the City of Mesa, its agents, representatives, officials, volunteers, officers, elected officials, and employees as additional insured, as evidenced by providing either an addit ional insured endorsement or proper insurance policy excerpts.
7.2 Nothing in this Section 7 limits Contractor’s responsibility to the City. The insurance requirements herein are minimum requirements for the Agreement and in no way limit any indemnity promise(s) contained in the Agreement.
7.3 The City does not warrant the minimum limits contained herein are sufficient to protect Contractor and subcontractor(s) from liabilities that might arise out of performance under the Agreement by Contractor, its agents, representatives, employees, or subcontractor(s).
Contractor is encouraged to purchase additional insurance as Contractor determines may be necessary.
7.4 Each insurance policy required under the Agreement must be in effect at or prior to the execution of the Agreement and remain in effect for the Term of the Agreement.
7.5 Prior to the execution of the Agreement, Contractor will provide the City with a Certificate of Insurance (using an appropriate “ACORD” or equivalent certificate) signed by the issuer with applicable endorsements. The City reserves the right to request additional copies of any or all of the policies, endorsements, or notices relating thereto required under the Agreement.
7.6 When the City requires a Certificate of Insurance to be furnished, Cont ractor's insurance is primary of all other sources available. When the City is a certificate holder and/or an additional insured, Contractor agrees no policy will expire, be canceled, or be materially changed to affect the coverage available without advance written notice to the City.
7.7 The policies required by the Agreement must contain a waiver of transfer rights of recovery (waiver of subrogation) against the City, its agents, representatives, officials, volunteers, officers, elected officials, and emplo yees for any claims arising out of the work of Contractor.
7.8 All insurance certificates and applicable endorsements are subject to review and approval by the City's Risk Management Division.
7.9 Types and Amounts of Insurance . Contractor must obtain and retai n throughout the term of the Agreement, at a minimum, the following:
7.9.1 Worker’s compensation insurance in accordance with the provisions of Arizona law. If Contractor operates with no employees, Contractor must provide the City
with written proof Contractor has no employees. If employees are hired during the course of this Agreement, Contractor must procure worker’s compensations in accordance with Arizona law.
7.9.2 The Contractor shall maintain at all times during the term of this contract, a minimum amount of $1 million per occurrence/$2 million aggregate Commercial General Liability insurance, including Contractual Liability. For Commercial General Liability insurance, the City of Mesa, their agents, officials, volunteers, officers, elected officials or employees shall be named as additional insured, as evidenced by providing an additional insured endorsement.
7.9.3 Automobile liability, bodily injury and property damage with a limit of $1 million per occurrence including owned, hired and non-owned autos.
8. Requirements Contract. Contractor acknowledges and agrees the Agreement is a requirements contract; the Agreement does not guarantee any purchases will be made (minimum or maximum).
Orders will only be placed when the City identifies a need and issues a purchase order or a written notice to proceed. The City reserves the right to cancel purchase orders or a notice to proceed within three (3) business days of issuance; any such cancellation will be in writing. Should a purchase order or notice to proceed be canceled, the City agrees to reimburse Contractor for any actual and documented costs incurred by Contractor. The City will not reimburse Contractor for any avoidable costs incurred after receipt of cancellation including, but not limited to, lost profits, shipment of materials, or performance of services. The City reserves the right to purchase contracted items through other sources if determined in the best interests of the City to do so.
9. Notices. All notices to be given pursuant to the Agreement will be delivered to the Contractor at the address listed on Page 1 of this Agreement. Notice will be delivered pursuant to the requirements set forth the Mesa Standard Terms and Conditions that are attached to the Agreement as Exhibit C.
10. Representations of Contractor. To the best of Contractor’s knowledge, Contractor agrees that:
a. Contractor has no obligations, legal or otherwise, inconsistent with the terms of the Agreement or with Contractor’s undertaking of the relationship with the City;
b. Performance of the services called for by the Agreement do not and will not violate any applicable law, rule, regulation, or any proprietary or other right of any third party;
c. Contractor will not use in the performance of Contractor’s responsibilities under the Agreement any proprietary information or trade secret of a former employer of its employees (other than City, if applicable); and
d. Contractor has not entered into and wi ll not enter into any agreement, whether oral or written, in conflict with the Agreement.
11. Mesa Standard Terms and Conditions. Exhibit C to the Agreement is the Mesa Standard Terms and Conditions as modified by the Parties, which are incorporated by reference into the Agreement as though fully set forth herein. In the event of any inconsistency between the terms of the Agreement and the Mesa Standard Terms and Conditions, the language of the Agreement will control. The Parties or a Party are referred to as a “party” or “parties” in the Mesa Standard Terms and Conditions. The Term is referred to as the “term” in the Mesa Standard Terms and Conditions.
12. Counterparts and Facsimile or Electronic Signatures. This Agreement may be executed in two (2) or more counterparts, each of which will be deemed an original and all of which, taken together, will constitute one agreement. A facsimile or other electronically delivered signature to the
EXHIBIT A
SCOPE OF WORK
1. MINIMUM REQUIREMENTS. Contractor must meet the following minimum qualifications:
a. A full range of information technology solution products and services to meet varying requirements of governmental agencies.
b. Have a strong national presence as a computer solutions provider. c. Have a distribution model capable of delivering products, free of charge, in a timely manner on a nationwide basis.
d. Have a demonstrated sales presence.
e. Ability to provide a toll-free telephone and state of the art electron ic facsimile and internet ordering and billing capabilities.
f. Be able to meet the minimum requirements of the cooperative purchasing program detailed herein.
2. ORDERING. Although the City is open to alternate ordering methods, the primary methods for customers placing orders with the Contractor is through the following:
a. Online
b. Telephone
c. Fax
d. Email
3. SCOPE OF PRODUCTS . Contractor will provide the ability to purchase a comprehensive, wide variety of Information Technology Solution Products including , but not limited to , the following categories:
a. Personal Computer Systems: National brand name desktop PCs, notebooks and laptops from Enterprise Tier and Middle Tier Contractors that are business related computers, manufactured by companies, such as, Apple, COMPAQ, Dell, Gateway, Hewlett Packard, IBM / Lenovo and Toshiba.
b. Standard Business Workstation : These will be used for typical tasks, which will include word processing, spreadsheet analysis, database management, business graphics, statistical analysis, internet, and other office automation activities. Product will include the operating system license, software media and documentation in the hardware shipment.
c. High End Workstation: These will be used by application developers using GIS, CASE or other high -level language development tools, Computer Aided Design and Drafting professional, Internet Application developers or other sophisticated application work.
Product will include the operating system license, software media and documentation in the hardware shipment.
d. Laptop Computer or Notebook: These will be used by traveling or remote access users for typical office automation and busine ss productivity use. With a port replicator or docking station, it may also be used as a standard desktop. Product will include the operating system license, software media and documentation in the hardware shipment.
e. Network Equipment: This includes equipment primarily used for communications over an IP network. This includes layer 2 and layer 3 switches, routers, area wireless access points, point-to-point wireless access, optics, media interfaces (i.e. serial, T1, T3, OC3) and fiber channel. Class of equipment should include home office, small and medium business, and enterprise. Contractors may include, but not limited to, Cisco Systems, Dell, Juniper Networks, HP, Extreme Networks, Enterasys Networks, D -Link, Netgear, and Brocade Communications Systems.
EXHIBIT A
SCOPE OF WORK
f. Monitors: These will include plug and play compatible monitors that are manufactured for the above systems and/or any other brand that may be specifically called for by the ordering entity and which meet the most current UL and OSHA requirements.
g. Computer and Network Products and Peripherals : Complete availability of major manufacturers Product lines on items such as, but not limited to RAM, graphic accelerator cards, network interface cards, cables, printers, scanners, ke yboards, drives, memory cards, cables, batteries, etc.
h. Services:
i. Services means such as, consulting, technical support, trade-ins, repair, design, analysis, configuration, implementation, installation, training, and maintenance, etc. In addition, services which are related to the design, use or operation of the Products being purchased such as system configurations, testing, hardware/software installation, upgrades, imaging, etc. as described generally in this Agreement and as more particularly described in a Statement of Work or SOW (meaning a document in electronic or written form that is signed and delivered by each of the Parties for the performance of Services.
ii. Cloud Computing means third party cloud computing and storage services, where Contractor acts as a rebiller only and has no control over the delivery of the cloud computing and storage services. City acknowledges that the cloud service provider, and not Contractor, will be responsible for performance of the Cloud Services. Also, before Contractor can sell cloud computing and/or storage services from a third party to the City, City must execute an agreement governing said cloud computing and/or storage services with the third-party cloud services provider.
i. Comprehensive Product Offering: Contractor’s catalog and Services set forth in Exhibit B shall be available. The City reserves the right to accept or reject any or all items offered.
j. Financing: Options available such as lease programs and conditional sales contracts.
4. LICENSES. The City may be required to sign a separate agreement, rider or End User Licensing Agreement (“EULA”) , or such other terms as required by manufacturers , software publisher, or cloud service provider.
5. DEFECTIVE PRODUCT . All defective Products shall be replace d and exchanged by the Contractor. The cost of transportation, re -shipping or other like expenses shall be paid by the Contractor and in the case of certain, special orders, other reasonable charges may be paid by the Contractor as defined in the order or as otherwise agreed to by the Parties . All replacement Products must be received by the City within seven (7) days of initial notification , when such products are in Contractor stock; if replacement Product is not in Contractor’s stock, Contractor will use commercially reasonable efforts to order the product within one (1) business day of the initial notification from the City and will ensure product is received within seven (7) days after Contractor’s receipt of the product.
EXHIBIT B
PRICING
Item
# Product Product / Group Discount Manufacturer Name
1) Group 1 - Systems
1) Desktops 2.10% All
2) Notebooks 2.10% All
3) Tablets 2.25% All
4) Servers
(1 Processor, 2 Processor, 4+
Processor, Blade, Tower, Unix,
Handhelds, etc.)
4.00% All
2) Group 2 - Input Devices
5) Keyboards 6.75% All
6) Mice 6.75% All
7) Imaging Scanners 3.00% All
8) POS Scanners 3.00% All
9) Pointing Devices 3.50% All
10) Bar Code Readers 4.25% All
11) Audio Input 15.00% All
12) Input Adapters 5.00% All
13) PC and Network Cameras 5.50% All
14) Input Cables 15.00% All
15) Input Accessories 6.75% All
3) Group 3 - Output Devices
16) Displays 3.50% All
17) Printers 3.00% All
18) Inkjet Printers 3.00% All
19) Inkjet Photo Printers 3.00% All
20) Laser Printers 3.00% All
21) Label Printers 4.25% All
22) Dot Matrix Printers 3.00% All
23) Multi-Function Printers 3.00% All
24) Wide Format Printers 3.00% All
25) Multi-Function Inkjet Printers 3.00% All
26) Wide Format Printers 3.00% All
27) Fax Machine Printers 3.00% All
28) Printer Accessories 3.00% All
29) Projectors 3.50% All
30) Projector Accessories 3.50% All
31) Audio Input 15.00% All
32) Video Cards 3.50% All
EXHIBIT B
PRICING
33) Sound Cards 3.50% All
34) Output Accessories 6.75% All
35) Printer Consumables 3.00% All
4) Group 4 - Memory
36) Desktop 13.00% All
37) Flash 5.50% All
38) Networking 13.00% All
39) Notebook 13.00% All
40) Printer / Fax 13.00% All
41) Server 13.00% All
5) Group 5 - Storage Devices
42) Adapters Fiber Channel 5.50% All
43) Adapters FireWire / USB 5.50% All
44) Adapters IDE/ATA/SATA 5.50% All
45) Adapters RAID 5.50% All
46) Adapters SCSI 5.50% All
47) Bridges & Routers 5.50% All
48) Disk Arrays 5.50% All
49) Disk Arrays JBOD 5.50% All
50) Drives Magneto-Optical 5.50% All
51) Drives Removable Disks 5.50% All
52) Fiber Channel Switches 5.50% All
53) Hard Disks - External 5.50% All
54) Hard Disks - Fiber Channel 5.50% All
55) Hard Disks - IDE/ATA/S 5.50% All
56) Hard Disks - Notebook 5.50% All
57) Hard Disks - SCSI 5.50% All
58) Networking Accessories 5.50% All
59) Optical Drives - CD-ROM 5.50% All
60) Optical Drives - CD-RW 5.50% All
61) Optical Drives - DVD-CD 5.50% All
62) Optical Drives - DVD-RW 5.50% All
63) Storage Accessories 5.00% All
64) Storage - NAS 5.00% All
65) Storage - SAN 5.00% All
66) Tape Autoloaders -AIT 5.00% All
67) Tape Autoloaders - DAT 5.00% All
68) Tape Autoloaders - DLT 5.00% All
69) Tape Autoloaders - LTO 5.00% All
70) Tape Drives - 4mm 5.00% All
EXHIBIT B
PRICING
71) Tape Drives - 8mm/VXA 5.00% All
72) Tape Drives - AIT 5.00% All
73) Tape Drives - DAT 5.00% All
74) Tape Drives - DLT 5.00% All
75) Tape Drives - LTO/Ultrium 5.00% All
76) Tape Drives SDLT 5.00% All
77) Tape Drives - Travan 5.00% All
6) Group 6 - Network
Equipment
78) 10/100 Hubs & Switches 5.50% All
79) Bridges & Routers 5.50% All
80) Gigabit Hubs & Switches 5.50% All
81) Concentrators & Multiplexers 5.50% All
82) Hardware Firewalls 5.50% All
83) Intrusion Detection 5.50% All
84) KVM 4.00% All
85) Modems 5.50% All
86) Network Test Equipment 5.50% All
87) Network Adapters 5.50% All
88) Network Cables 15.00% All
89) Network Accessories 5.50% All
90) Repeaters & Transceivers 5.50% All
91) Wireless LAN Accessories 5.50% All
92) Token Authentication 5.50% All
93) 10G Fiber Optic Transceivers 5.50% All
94) 1G Fiber Optic Transceivers 5.50% All
7) Group 7 - Software
95) Licensing Packages
(e.g. Microsoft)
4.00% All
96) Licensing Backup 4.00% All
97) Licensing Barcode/OC 4.00% All
98) Licensing Business Application 4.00% All
99) Licensing CAD/CAM 4.00% All
100) Licensing - Cloning 4.00% All
101) Licensing - Computer Services 4.00% All
102) Licensee - Database 4.00% All
103) Licensing - Development 4.00% All
104) Licensing - Entertainment 4.00% All
105) Licensing - Financial 4.00% All
106) Licensing - Flow Chart 4.00% All
107) Licensing - Graphic Design 4.00% All
108) Licensing - Handheld 4.00% All
EXHIBIT B
PRICING
109) Licensing - Network OS 4.00% All
110) Licensing - OS 4.00% All
111) Licensing - Personal Organization 4.00% All
112) Licensing - Presentation 4.00% All
113) Licensing - Reference 4.00% All
114) Licensing - Report Analysis 4.00% All
115) Licensing - Spreadsheet 4.00% All
116) Licensing - Utilities 4.00% All
117) Licensing - Warranties 4.00% All
118) Licensing - Web Development 4.00% All
119) Licensing - Word Processing 4.00% All
120) Software - Backup 4.00% All
121) Software - Barcode / OCR 4.00% All
122) Software - Business Application 4.00% All
123) Software - CAD/CAM 4.00% All
124) Software - Cloning 4.00% All
125) Software - Computer Services 4.00% All
126) Software - Database 4.00% All
127) Software - Development 4.00% All
128) Software - Entertainment 4.00% All
129) Software - Financial 4.00% All
130) Software - Flow Chart 4.00% All
131) Software - Graphic Design 4.00% All
132) Software - Handheld 4.00% All
133) Software - OS 4.00% All
134) Software - Personal Organization 4.00% All
135) Software - Presentation 4.00% All
136) Software - Reference 4.00% All
137) Software - Report Analysis 4.00% All
138) Software - Spreadsheet 4.00% All
139) Software - Utilities 4.00% All
140) Software - Warranties 4.00% All
141) Software - Web Development 4.00% All
142) Software - Word Processing 4.00% All
8) Group 8 - Media Supplies
143) Media - 4mm tape 5.50% All
144) Media - AIT tape 5.50% All
145) Media - DAT tape 5.50% All
146) Media - DLT tape 5.50% All
EXHIBIT B
PRICING
147) Media LTO / Ultrium tape drive 5.50% All
148) Media - Magneto - Optical 5.50% All
149) Media - Optical 5.50% All
150) Media - SLR tape 5.50% All
151) Media - Travan tape 5.50% All
152) Media - VXA tape 5.50% All
153) Media - zip 5.50% All
9) Group 9 - Collaboration &
IP Telephony
154) IP phones 4.25% All
155) Video conferencing products 4.25% All
156) Voice gateways / servers 4.25% All
157) Headsets 4.25% All
158) Audio conferencing products 4.25% All
159) Analog phones 4.25% All
160) Accessories 4.25% All
10) Group 10 - Other
161) Advanced Integration 3.00% All
162) Asset Disposal 3.00% All
163) Asset Management 3.00% All
164) Cables 15.00% All
165) Cables - custom 15.00% All
166) Cables - printer 15.00% All
167) Complex warranties 3.00% All
168) Desktop Accessories 6.75% All
169) Display Accessories 3.50% All
170) Electronic Services 3.00% All
171) Handheld Accessories 6.75% All
172) Imaging Accessories 6.75% All
173) Imaging - Camcorders 3.50% All
174) Imaging - Digital Cameras 3.50% All
175) Internal Lab Service 3.00% All
176) Lab fees 3.00% All
177) Managed Services 3.00% All
178) Miscellaneous solutions 3.00% All
179) Mounting hardware for vehicles 2.50% All
180) Networking Warranties 3.50% All
181) Notebook Accessories 2.50% All
182) Notebook Batteries 5.00% All
183) PC Lab order services 3.00% All
184) POS Accessories 4.25% All
EXHIBIT B
PRICING
185) POS Displays 4.25% All
186) Power Accessories 5.00% All
187) Power Surge Protection 5.00% All
188) Power UPS 5.00% All
189) Server Accessories 4.00% All
190) Service Charge 2.00% All
191) System Components 13.00% All
192) Training Courses 3.00% All
193) Training Reference Manuals 3.00% All
194) Warranties - Electronic 3.00% All
195) iPAD / Tablet Stylus 6.75% All
196) Mouse / Wrist Pads 6.75% All
197) Security Locks and Hardware 6.75% All
198) Tools 6.75% All
199) Document Scanner Accessories 3.00% All
200) Flatbed Scanners 3.00% All
201) Mobile Scanners 3.00% All
202) Network Scanners 3.00% All
203) Sheet fed Scanners 3.00% All
204) Wide Format Scanners 3.00% All
205) Workgroup / Department
Scanner
3.00% All
206) Build to Order Desktops 2.10% All
207) Nettop 3.00% All
208) Point of Sale 4.25% All
209) Ultra Small Form Factor 2.10% All
210) Apple / Mac Memory Upgrades 13.00% All
211) Chips / SIMMs/SIPPs / ROMs 13.00% All
212) Computer Cases 13.00% All
213) CPUs / Fans 13.00% All
214) Memory Accessories 13.00% All
215) Motherboards / Chassis 13.00% All
216) 1 - 2 port Serial Boards 13.00% All
217) 3+ port Serial Boards 13.00% All
218) Console Server 4.00% All
219) Device Server 4.00% All
220) Terminal Server 4.00% All
221) Content Management 4.00% All
222) Firewall / VPN Appliances 5.50% All
EXHIBIT B
PRICING
223) Multifunction Security
Appliances
5.50% All
224) Network Camera Accessories 5.50% All
225) Network Cameras 5.50% All
226) Physical/Environmental Security 5.50% All
227) Security Appliance Accessories 5.50% All
228) Security Tokens 5.50% All
229) Unified Threat Management 5.50% All
230) 2-way Radios / Walkie Talkies 6.75% All
231) Apple Notebooks 2.50% All
232) Convertible PCs / Slate PCs /
iPAD
2.25% All
233) iPAD 2.25% All
234) Slate Tablet Computers 2.25% All
235) GPS / PDA 6.75% All
236) Wireless Communication Devices 2.50% All
237) Batteries 5.00% All
238) Power Supplies / Adapters 5.00% All
239) Rackmountain Equipment 5.00% All
240) Remote Power Management 5.00% All
241) Surge Suppressors 5.00% All
242) UPS / Battery Backup 5.00% All
243) 14" & smaller LCD Display 3.50% All
244) 15-19" LCD Display 3.50% All
245) 15-19" Wide LCD Display 3.50% All
246) 15-19" Wide LED Display 3.50% All
247) 20-30" LCD Display 3.50% All
248) 20-30" Wide LCD Display 3.50% All
249) 20-30" Wide LED Display 3.50% All
250) PCoIP and Zero Client Displays 3.50% All
251) Arm Mounts 3.50% All
252) Ceiling Mounts 3.50% All
253) Combo Mounts 3.50% All
254) Desktop Stands / Risers 3.50% All
255) Flat Wall Mounts 3.50% All
256) Mount Accessories 3.50% All
257) Pole Display 4.25% All
258) Stands / Carts / Feet 3.50% All
259) Tilt Wall Mounts 3.50% All
EXHIBIT B
PRICING
260) C-Cure Products 4.00% All
261) Istar Products 5.50% All
11) Group 11 - Services
SERVICE
STANDARD
HOURLY
RATE
DISCOUNT FROM
STANDARD RATE
Design and Analysis
Please see
CDW•G's
Professional
Services
Offering below
for descriptions
of CDW•G's
Professional
Services.
Configuration %
Implementation %
Installation %
Training %
Maintenance & Support %
CDW Configuration Services 5%
12)
Group 12 - Additional
Products/Services Not
Identified
Please see CDW•G's Configuration
Services Pricelist below for descriptions
and pricing of CDW•G's Configuration
Services.
Apple Products for eligible
Government and Educational Entities 0.50%
CDW•G has conformed to the National Pricing structure aligning to National IPA's product taxonomy, however, CDW•G will manage the resultant contract according to CDW•G's Product Tree below, which shall govern all purchases and provides more breadth and a more complete representation of the CDW•G Catalog. All discounts will be applied by product category listed below to CDW•G's Nationally Advertised Pricing which is publicly verifiable at www.cdwg.com.
CDW•G Product Tree
Categories
Discount
Accessories 6.75%
Power, Cooling & Racks 5.00%
Desktop Computers 3.00%
PC Compatible Desktop Computer 2.10%
PC Compatible Workstation 3.00%
Blade PCs 3.00%
RISC Processor Workstation 3.00%
Thin Clients 3.00%
Web TV Access Unit 3.00%
EXHIBIT B
PRICING
Windows Based Terminals 3.00%
Data Storage / Drives 5.50%
Enterprise Storage 5.00%
Point of Sale/Data Capture 4.25%
Servers & Server Management 4.00%
Services (CDW Delivered) 0.00%
Notebook/Mobile Devices 2.50%
Notebook Computers 2.10%
Notebook Accessories 2.50%
Wireless Communication Devices 2.50%
Convertible PCs/Slate PCs/iPAD 2.25%
Chromebooks 0.00%
Netcomm Products 5.50%
Gigabit Switch 6.00%
Modular Switch Chassis 6.00%
Modular Switches 5.50%
Carts and Furniture 5.00%
Printing & Document Scanning 3.00%
Services (3rd Party Delivered) 0.00%
Warranties-Product Protection 3.50%
Software 4.00%
Collaboration Hardware 4.25%
Memory/System Components 13.00%
Video-Projection-Pro Audio 3.50%
Cables 15.00%
CDW Configuration Services 5.00%
Apple Products for Eligible Entities .50%
CDW•G will work with Manufacturers and the City or Participating Agencies, as applicable, post award to ensure they are aware of and participating in special manufacturer programs.
CDW•G Account Managers will work with the City or Participating Agencies, as applicable, post award to determine if large orders qualify to receive additional discounts. These discounts are dependent on order size, delivery schedule and will be negotiated with Manufacturers.
As Apple's largest Corporate Channel Partner in the U.S., CDW•G has negotiated to offer Apple Products to Eligible Government and Educational Entities at the discount listed above and in the pricing table in this Exhibit B.
EXHIBIT B
PRICING
CDW•G Professional Services Offering
Major Metro Service Areas
Washington, DC Raleigh Madison
New York City
Metro
Houston Wausau
Los Angeles Tampa Milwaukee
San Francisco Atlanta Appleton
San Diego National Grand Rapids
Boston Metro Dallas Indianapolis
Chicago Cincinnati Cleveland
Federal Detroit
Philadelphia Minneapolis
Seattle St. Louis/KC
Denver
Nashville
Portland
Services apply to both CDW•G executed professional s ervices and services which are sub -contracted through a CDW•G authorized third party provider. Hourly or fixed rates will be negotiated based on the customer, geography, scope of the professional service engagement, and level of engineer required to perform the service. CDW•G will create a Statement of Work (SOW) de tailing the exact scoping and pricing of the Services to be provided, which will be executed by CDW•G and the National IPA member prior to the start of Services. Sample SOW is included in our proposal. Expenses (T and E) may be an additional consideration depending on project specifics.
Solution Domain Discipline Technology Domain Role
Datacenter Storage
Data Migration Senior Consulting Engineer
EMC Senior Consulting Engineer
IBM Senior Consulting Engineer
VMWare Senior Consulting Engineer
NetApp Senior Consulting Engineer
Datacenter Networking & Enterprise Networking Infrastructure & Networking
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
Mobility
Client Management
Client Virtualization
Endpoint Management
Mobile Device
Management
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
VDI Citrix Senior Consulting Engineer
Security Network Security Network Security
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
EXHIBIT B
PRICING
Security Information Security Information Security
Penetration Testing
Gap Analysis (HIPAA gap, PCI Gap,
NIST)
Collaboration Communication Voice, Video
Collaboration
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
Collaboration Engagement Contact Center
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
Collaboration Productivity Information Worker
Associate Consulting Engineer
Consulting Engineer
Senior Consulting Engineer
Principal Consulting Engineer
Technical Lead
Consulting Advisory Services Consulting Advisory Services Consulting Advisory Services
CAS_Business_Analyst
CAS_Consulting_Services_Architect
CAS_Engagement_Manager
CAS_Technology_Architect
CAS_Business_Architect
Project & Program
Management Project & Program Management Project & Program Management
Project Admin
Project Manager
Senior Project Manager
Program Manager
CDW•G Configuration Services
Service
Group EDC Description
Advertised
Price
Contract
Discount
Contract
Ceiling
Price
Hardware Configurations and Priority Service
Priority 1625768 PRIORITY SERVICE $ 21.99 5% $ 20.89 Hardware 1706188 CDW Hardware Install for Server $ 32.99 5% $ 31.34 Hardware 1706189 CDW Hardware Install for DT-LT $ 17.99 5% $ 17.09 Hardware 1820627 CDW Hardware Install for Netcom $ 22.99 5% $ 21.84 Hardware 3558560 CDW MOBILE DEVICE SIM CARD INSTALL $ 9.99 5% $ 9.49 Hardware 2437037 CDW RACK CONFIG 1 CREDIT $ 82.99 5% $ 78.84 Hardware 3803338 CDW HARDWARE INSTALL FOR PRINTER $ 32.99 5% $ 31.34 Asset Tagging
Asset Tags 322170 CDW ASSET TAGS NO INSTALL MAIL ONLY $ 0.98 5% $ 0.93 Asset Tags 338519 CDW ASSET TAG W/O INSTALL $ 9.99 5% $ 9.49 Asset Tags 338521 CUSTOMER ASSET TAG CONFIG SERVICE $ 9.99 5% $ 9.49 Asset Tags 500814 CDW CREATE CUSTOM TAG/LABEL $ 29.99 5% $ 28.49 Asset Tags 500815 BASIC CUSTOM TAG $ 9.99 5% $ 9.49 Asset Tags 500817 INTERMEDIATE CUSTOM TAG $ 17.99 5% $ 17.09
EXHIBIT B
PRICING
Asset Tags 500818 ADVANCED CUSTOM TAG $ 22.99 5% $ 21.84 Asset Tags 537315 CDW CREATED CUSTOM TAG – MAIL ONLY $ 1.22 5% $ 1.16 Asset Tags 955862 CDWG UID TAG/LABEL $ 9.99 5% $ 9.49 Asset Tags 1095109 CDW RFID TAG $ 61.99 5% $ 58.89 Asset Tags 3465262 BASIC CUSTOM TAG W/BOX DUP TAG $ 10.99 5% $ 10.44 Asset Tags 3465269 CUSTOMER ASSET TAG W/BOX DUP REQ6330 $ 10.99 5% $ 10.44 Asset Tags 4347185 CUSTOMER ASSET TAG W BOX DUP REQ6247 $ 12.99 5% $ 12.34 Asset Tags 3465895 INTERMEDIATE CUSTM TAG W-BOX DUP TAG $ 21.99 5% $ 20.89 Asset Tags 3982815 ADV CUSTOM TAG W/BOX DUP $ 24.99 5% $ 23.74 Configuration Service Bundles
Bundle 2342089 CDW HW IMAGE CDW ASSET TAG-REQ1173 $ 45.99 5% $ 43.69 Bundle 2342092 CDW HW IMAGE BASIC CUSTM TAG-REQ1174 $ 52.99 5% $ 50.34 Bundle 2342096 CDW HW IMAG CUSTMR ASSET TAG-REQ1175 $ 52.99 5% $ 50.34 Bundle 2342098 CDW IMAG CSTMR ASSET TAG PRI-REQ1176 $ 46.99 5% $ 44.64 Bundle 2342102 CDW IMAGE CDW ASSET TAG PRI-REQ1177 $ 39.99 5% $ 37.99 Bundle 2342106 CDW HW IMAGE PRIORITY-REQ1178 $ 53.99 5% $ 51.29 Bundle 2423730 CDW HW IMAGE CDW ASSET PRI-REQ1193 $ 53.99 5% $ 51.29 Bundle 2423732 CDW HW IMG BSC CSTM TAG PRI-REQ1194 $ 59.99 5% $ 56.99 Bundle 2423734 CDW HW IMAG CUSTMR ASSET PRI-REQ1195 $ 59.99 5% $ 56.99 Bundle 2426793 CDW IMAGE CUSTMER ASSET TAG-REQ1197 $ 39.99 5% $ 37.99 Bundle 2426795 CDW IMAGE CDW ASSET TAG-REQ1198 $ 32.99 5% $ 31.34 Bundle 2426798 CDW HARDWARE IMAGE DEPLOY-REQ1199 $ 45.99 5% $ 43.69 Bundle 2853723 CDW IMAGE BASIC CUSTOM TAG-REQ1324 $ 39.99 5% $ 37.99 Bundle 2853726 CDW IMAGE BIOS CUSTOMIZATION-REQ1325 $ 39.99 5% $ 37.99 Bundle 3269810 CDW HW IMG INTRM TAG CMPTRAC REQ1901 $ 63.99 5% $ 60.79 Bundle 3327808 CDW LIGHT TOUCH IMAGE DEPLOY W-VPN $ 42.99 5% $ 40.84 Bundle 4008018 LEVEL 1 IOS\ETCH INSERT REQ 5075 $ 39.99 5% $ 37.99 Bundle 4008025 LEVEL 1 IOS\ETCH REQ 5076 $ 33.99 5% $ 32.29 Bundle 4041681 IOS LVL1 & SRVC CUST INSERT REQ5156 $ 28.99 5% $ 27.54 Bundle 4056755 INT CUST TAG&DUP + DATA CAP CONTRACT $ 21.99 5% $ 20.89 Bundle 4086733 CDW LT IMAGE DEPLOY W/VPN&BOX LABEL $ 44.99 5% $ 42.74 Bundle 4171085 COI SPECOPS & PROJECTMANGEMENT R5611 $ 569.99 5% $ 541.49 Diagnostics
Diagnostics 214266 CDW BURN IN 12 HOURS $ 21.99 5% $ 20.89 Imaging
Imaging 195856 CDW INSTALLING CUSTOM SERVER IMAGE $ 113.99 5% $ 108.29 Imaging 247489 HILL ROM CREATE CUSTOM RESTORE CD $ 49.99 5% $ 47.49 Imaging 266912 CDW APPLE IMAGE DEPLOYMENT $ 32.99 5% $ 31.34 Imaging 283926 CDW MASTER IMAGE CREATION CREDIT $ 183.99 5% $ 174.79 Imaging 379370 CDW INSTALLING CUSTOM PDA IMAGE $ 17.99 5% $ 17.09 Imaging 534223 CDW STANDARD IMAGE DEPLOYMENT DT/NB $ 32.99 5% $ 31.34 Imaging 763587 FLASH DRIVE IMAGING $ 9.99 5% $ 9.49 Imaging 763593 CDW USB RESTORE UPTO 16GB $ 39.99 5% $ 37.99 Imaging 809048 CDW MAINTAIN CUSTOM PC IMAGE-CREDIT $ 31.99 5% $ 30.39 Imaging 1640342 CDW INSTALLING ALTIRIS SERVER IMAGE $ 113.99 5% $ 108.29 Imaging 1926223 CDW TERMINAL IMAGE DEPLOYMENT $ 32.99 5% $ 31.34 Imaging 2691836 CDW ZERO TOUCH IMAGE DEPLOYMENT $ 32.99 5% $ 31.34 Imaging 2798606 CDW IMAGE MODEL MIGRATION CREDIT $ 113.99 5% $ 108.29
EXHIBIT B
PRICING
Imaging 2869570 CDW USB RESTORE UPTO 32GB $ 52.99 5% $ 50.34 Imaging 3652393 CDW CREATE CUSTOM RECOVERY PARTITION $ 353.99 5% $ 336.29 Imaging 3765107 SERVER RACKING ADV IMAGING SVC $ 219.99 5% $ 208.99 Imaging 3982809 CDW USB RESTORE SVC UPTO 64GB $ 63.99 5% $ 60.79 Imaging 4008336 CHROME WHITE GLOVE SERVICE TIER1 $ 22.93 5% $ 21.78 Imaging 4008354 CHROME WHITE GLOVE SERVICE TIER2 $ 24.93 5% $ 23.68 Imaging 4419882 CHROME UNMANAGED KIOSK APP INSTALL $ 28.92 5% $ 27.47 Imaging 4086723 CDW IMAGE DEPLOY W BOX LABEL REQ6281 $ 33.99 5% $ 32.29 Imaging 4086738 CDW SCCM SRV-ZERO TOUCH W/BOX LABEL $ 33.99 5% $ 32.29 Laser Etching / Color Branding
Laser Etching 1461344 CDW LASER ETCHING-TIER 1 STATIC SML $ 11.00 5% $ 10.45 Laser Etching 2815190 CDW LASER ETCHING-TIER 2 STATIC LRG $ 15.00 5% $ 14.25 Laser Etching 2815191 CDW LASER ETCHING-TIER 3 DYNAMIC $ 22.00 5% $ 20.90 Color Branding 3223260 CDW COLOR BRANDING TEMPLATE $ - 5% $ - Color Branding 4100630 CDW COLOR BRANDING TIER 1 $ 15.00 5% $ 14.25 Color Branding 3223250 CDW COLOR BRANDING TIER 2 $ 22.00 5% $ 20.90 Color Branding 3436605 CDW COLOR BRANDING TIER 3 $ 30.00 5% $ 28.50 Mobile Carts
Mobile Carts 4466480 CDW CHROMEBOOK WIRE CART CONFIG $ 120.00 5% $ 114.00 Netcom
Netcom 311718 CDW NETWORK & SECURITY DEVICE CONFIG $ 40.00 5% $ 38.00 Netcom 1550455 CDW NETWORK & SEC CHASSIS CONFIG BUN $ 100.00 5% $ 95.00 Netcom 1550460 CDW NETWORK & SEC DEVICE CONFIG BUN $ 65.00 5% $ 61.75 Netcom 2394839 CDW NETWORK & SEC CHASSIS CONFIG $ 70.00 5% $ 66.50 Netcom 2432019 CDW VPN DOMAIN JOIN ONLY $ 8.00 5% $ 7.60 Netcom 3628500 CDW VPN DOMAIN JOIN ONLY-PCA $ 8.00 5% $ 7.60 Netcom 3651585 CDW AP/ENDPOINT PROVISIONING $ 30.00 5% $ 28.50 Netcom 4121801 CDW AP/ENDPOINT FIRMWARE UPDATE $ 16.00 5% $ 15.20 Netcom 4219966 CDW CLIENT VPN CONFIGURATION $ 12.00 5% $ 11.40 Other
Other 504311 CDW HP ILO ACTIVATION $ 12.00 5% $ 11.40 Other 872360 CDW SYSTEM BIOS/FIRMWARE UPG $ 16.00 5% $ 15.20 Other 1197175 CDW CUSTOM IP CONFIGURATION $ 12.00 5% $ 11.40 Other 1197180 CDW BIOS CUSTOMIZATION $ 5.00 5% $ 4.75 Other 1369901 CDW SRVC CUSTOM ADDED INSERTS $ 5.00 5% $ 4.75 Other 1369904 CDW DDS / COMPUTRACE ACTIVATION $ 5.00 5% $ 4.75 Other 1369905 CDW DATA CAPTURE & TRACKING SRVC $ 5.00 5% $ 4.75 Other 1713539 CDW SPECIAL CONFIG REQ - 1 CREDIT $ 5.00 5% $ 4.75 Other 1713542 CDW SPECIAL CONFIG REQ - 6 CREDITS $ 30.00 5% $ 28.50 Other 1713544 CDW SPECIAL CONFIG REQ - 12 CREDITS $ 60.00 5% $ 57.00 Other 2366694 CDW APPLE IOS CUSTOMIZATION LVL 1 $ 15.00 5% $ 14.25 Other 2366709 CDW APPLE IOS CUSTOMIZATION LVL 2 $ 30.00 5% $ 28.50 Other 2613286 CDW ANDROID CUSTOMIZATION LVL 1 $15.00 5% $ 14.25 Other 2613287 CDW ANDROID CUSTOMIZATION LVL 2 $ 30.00 5% $ 28.50 Other 2671476 CDW SCREEN OVERLAY INSTALL SERVICE $ 8.00 5% $ 7.60 Other 2696504 CDW Hard Drive Data Encryption DT/NB $ 12.00 5% $ 11.40 Other 2828923 CDW SAS RAID Activation $ 12.00 5% $ 11.40 Other 2858009 CDW KINDLE AD REMOVAL REQ1329 $ 30.00 5% $ 28.50
EXHIBIT B
PRICING
Other 3553290 CDW APPLE ID CREATION $ 5.00 5% $ 4.75 Other 3899153 CDW VPRO BASIC ACTIVATION REQ4717 $ 5.00 5% $ 4.75 Other 4248044 CDW LENOVO IMM ACTIVATION $ 12.00 5% $ 11.40 Other 4176320 CDW ASSET MGMNT UPDATE SVC REQ 5634 $ 1.25 5% $ 1.19 Software
Software 76056 CDW APPLICATION INSTALL DT/NB $ 36.00 5% $ 34.20 Software 76980 CDW NETWORK OPERATING SYSTEM INSTALL $ 200.00 5% $ 190.00 Software 346243 CDW STD WINDOWS CLIENT OS INSTALL $ 90.00 5% $ 85.50 Software 931000 CDW NETWORK APPLICATION INSTALL $ 100.00 5% $ 95.00 Software 1197183
CDW APPLICATION UPDATES AND
MAINTENANCE $ 22.00 5% $ 20.90
Software 1278296 CDW OEM MFG OS INSTALLATION $ 90.00 5% $ 85.50 Software 1291101 CDW LINUX INSTALLATION OS-ALL VERS $ 120.00 5% $ 114.00 Software 1550439 SUN SOLARIS INSTALLATION – ALL VERSIONS $ 200.00 5% $ 190.00 Software 1550447 VMWARE INSTALLATION – ALL VERSIONS $ 70.00 5% $ 66.50 Software 3803347 CDW SOFTWARE CONFIG FOR PRINTER $ 24.00 5% $ 22.80 Software 3982800 CDW HDD OS SWAP SVC REQ5012 $ 36.00 5% $ 34.20 Configuration Project Management / COI
Proj. Mgmt 3110955 CDW CONFIG PROJECT COORD HRLY CREDIT $ 75.00 5% $ 71.25 Proj. Mgmt 4289890 CDW CONFIG PM 150 HRLY CHARGE $ 150.00 5% $ 142.50 Proj. Mgmt 3536706 CDW COI PROJ COORD /OPS COST $ 5,000.00 5% $ 4,750.00 Proj. Mgmt 3543509 CDW CONFIG PROJECT COORD CREDIT/UNIT $ 5.00 5% $ 4.75 Proj. Mgmt 3752290 CDW PROJ MNGMNT CONFIG AP SVC $ 7.00 5% $ 6.65 Proj. Mgmt 4086747 CONFIGS SERVICES PROJ MGMT(PER UNIT) $ 1.00 5% $ 0.95 Proj. Mgmt 4087191 CONFIGS SERVICES PROJ MGMT(PER UNIT) $ 0.50 5% $ 0.48 COI 3268855 CDW CONFIG PROJECT COORD COI SVC $ 300.00 5% $ 285.00 COI 3561536 COI OPS PALLET RECEIVING/PROCESSING $ 480.00 5% $ 456.00 COI 4439488 COI OPS PALLET/MONTH REC/PRO $ 40.00 5% $ 38.00 COI 3659769 CDW COI OPERATIONAL EXPENSE WITH SN $ 10.00 5% $ 9.50 COI 3827583 COI TEMP TAG NO INSTALL E-MAIL $ 10.00 5% $ 9.50
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
1. INDEPENDENT CONTRACTOR. It is expressly understood that the relationship of Contractor to the City will be that of an independent contractor. Contractor and all persons employed by Contractor, either directly or indirectly, are Contractor’s employees, not City employees.
Accordingly, Contractor and Contractor’s employees are not entitled to any benefits provided to City employees including, but not limited to, health benefits, enrollment in a retirement system, paid time off or other rights afforded City employees. Contractor employees will not be regarded as City employees or agents for any purpose, including the payment of unemployment or workers’ compensation. If any Contractor employees or subcontractors assert a claim for wages or other employment benefits against the City, Contractor will defend, indemnify and hold harmless the City from all such claims.
2. SUBCONTRACTING. Contractor may not subcontract work under this Agreement without the express written permission of the City. If Contractor has received authorization to subcontract work, it is agreed that all subcontractors performing work under the Agreement must comply with its provisions. Further, all agreements between Contractor and its subcontractors must provide that the terms and conditions of this Agreement be incorporated therein.
3. ASSIGNMENT. This Agreement may not be assigned either in whole or in part without first receiving the City’s written consent. Any attempted assignment, either in whole or in part, without such consent will be null and void and in su ch event the City will have the right at its option to terminate the Agreement. No granting of consent to any assignment will relieve Contractor from any of its obligations and liabilities under the Agreement.
4. SUCCESSORS AND ASSIGNS, BINDING EFFECT. This Agreement will be binding upon and inure to the benefit of the parties and their respective permitted successors and assigns.
5. NO THIRD-PARTY BENEFICIARIES. This Agreement is intended for the exclusive benefit of the parties. Nothing set forth in this Agreement is intended to create, or will create, any benefits, rights, or responsibilities in any third parties.
6. NON-EXCLUSIVITY. The City, in its sole discretion, reserves the right to request the materials or services set forth herein from other sources when deemed necessary and appropriate. No exclusive rights are encompassed through this Agreement.
7. AMENDMENTS. There will be no oral changes to this Agreement. This Agreement can only be modified in a writing signed by both parties. No charge for extra work or material will be allowed unless approved in writing, in advance, by the City and Contractor.
8. TIME OF THE ESSENCE. Time is of the essence to the performance of the parties’ obligations under this Agreement.
9. COMPLIANCE WITH APPLICABLE LAWS.
a. General. Contractor must procure all permits and licenses, and pay all charges and fees necessary and incidental to the lawful conduct of business. Contractor must stay fully informed of existing and future federal, state, and local laws, ordinances, and regulations that in any manner affect the fulfillment of this Agreement and must comply with the same at its own expense. Contractor bears full responsibility for training, safety, and providing necessary equipment for all Contractor personnel to achieve throughout the term of the Agreement. Upon request, Contractor will demonstrate to the City's satisfaction any programs, procedures, and other activities used to ensure compliance.
b. Drug-Free Workplace. Contractor is hereby advised that the City has adop ted a policy establishing a drug-free workplace for itself and those doing business with the City to ensure the safety and health of all persons working on City contracts and projects. Contractor will require a drug -free workplace for all Contractor perso nnel working under this Agreement.
Specifically, all Contractor personnel who are working under this Agreement must be notified in writing by Contractor that they are prohibited from the manufacture, distribution, dispensation, possession, or unlawful use of a controlled substance in the workplace.
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
Contractor agrees to prohibit the use of intoxicating substances by all Contractor personnel, and will ensure that Contractor personnel do not use or possess illegal drugs while in the course of performing their duties.
c. Federal and State Immigration Laws. Contractor agrees to comply with the Immigration Reform and Control Act of 1986 (IRCA) in performance under this Agreement and to permit the City and its agents to inspect applicable personnel records to verif y such compliance as permitted by law. Contractor will ensure and keep appropriate records to demonstrate that all Contractor personnel have a legal right to live and work in the United States. i. As applicable to Contractor, under the provisions of A.R.S. § 41-4401, Contractor hereby warrants to the City that Contractor and each of its subcontractors will comply with, and are contractually obligated to comply with, all federal immigration laws and regulations that relate to their employees and A.R.S. § 23 -214(A) (hereinafter “Contractor Immigration Warranty”).
ii. A breach of the Contractor Immigration Warranty will constitute as a material breach of this Agreement and will subject Contractor to penalties up to and including termination of this Agreement at the sole discretion of the City.
iii. The City retains the legal right to inspect the papers of all Contractor personnel who provide services under this Agreement to ensure that Contractor or its subcontractors are complying with the Contractor Immi gration Warranty. Contractor agrees to assist the City in regard to any such inspections.
iv. The City may, at its sole discretion, conduct random verification of the employment records of Contractor and any subcontractor to ensure compliance with the Contractor Immigration Warranty. Contractor agrees to assist the City in regard to any random verification performed.
v. Neither Contractor nor any subcontractor will be deemed to have materially breached the Contractor Immigration Warranty if Contractor or s ubcontractor establishes that it has complied with the employment verification provisions prescribed by Sections 274A and 274B of the Federal Immigration and Nationality Act and the E -Verify requirements prescribed by A.R.S. § 23-214 (A).
d. Nondiscrimination. Contractor represents and warrants that it does not discriminate against any employee or applicant for employment or person to whom it provides services because of race, color, religion, sex, national origin, or disability, and represents and warrants t hat it complies with all applicable federal, state, and local laws and executive orders regarding employment. Contractor and Contractor’s personnel will comply with applicable provisions of Title VII of the U.S. Civil Rights Act of 1964, as amended, Sectio n 504 of the Federal Rehabilitation Act, the Americans with Disabilities Act (42 U.S.C. § 12101 et seq.), and applicable rules in performance under this Agreement.
e. State Sponsors of Terrorism Prohibition. Per A.R.S. § 35 -392, Contractor must not be in violation of section 6(j) of the Federal Export Administration Act and subsequently prohibited by the State of Arizona from selling goods of services to the City.
10. SALES/USE TAX, OTHER TAXES.
a. Contractor is responsible for the payment of all taxes including fed eral, state, and local taxes related to or arising out of Contractor’s services under this Agreement, including by way of illustration but not limitation, federal and state income tax, Social Security tax, unemployment insurance taxes, and any other taxes or business license fees as required. If any taxing authority should deem Contractor or Contractor employees an employee of the City, or should otherwise claim the City is liable for the payment of taxes that are Contractor’s responsibility under this Agr eement, Contractor will indemnify the City for any tax liability, interest, and penalties imposed upon the City.
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
b. The City is exempt from paying certain federal excise taxes and will furnish an exemption certificate upon request. The City is not exempt from state and local sales/use taxes.
11. AMOUNTS DUE THE CITY. Contractor must be current and remain current in all obligations due to the City during the performance of Services under the Agreement. Payments to Contractor may be offset by any delinquent amounts due the City or fees and charges owed to the City.
12. PUBLIC RECORDS. Contractor acknowledges that the City is a public entity, subject to Arizona’s public records laws (A.R.S. § 39 -121 et. seq.) and that any documents related to this Agreement may be su bject to disclosure pursuant to state law in response to a public records request or to subpoena or other judicial process.
a. If Contractor believes document related to the Agreement contains trade secrets or other proprietary data, Contractor must notify the City and include with the notification a statement that explains and supports Contractor’s claim. Contractor also must specifically identify the trade secrets or other proprietary data that Contractor believes should remain confidential.
b. In the event the City determines it is legally required to disclose pursuant to law any documents or information Contractor deems confidential trade secrets or proprietary data, the City, to the extent possible, will provide Contractor with prompt written notice by certified mail, fax, email or other method that tracks delivery status of the requirement to disclose the information so Contractor may seek a protective order from a court having jurisdiction over the matter or obtain other appropriate remedies. The notice will include a time period for Contractor to seek court ordered protection or other legal remedies as deemed appropriate by Contractor. If Contractor does not obtain such court ordered protection by the expiration of said time period, the City may release the information without further notice to Contractor.
13. AUDITS AND RECORDS. Contractor must preserve the records related to this Agreement for six (6) years after completion of the Agreement. The City or its authorized agent reserves the right to inspect any records related to the performance of work specified herein. In addit ion, the City may inspect any and all payroll, billing or other relevant records kept by Contractor in relation to the Agreement. Contractor will permit such inspections and audits during normal business hours and upon reasonable notice by the City. The audit of records may occur at Contractor’s place of business or at City offices, as determined by the City. Notwithstanding the foregoing, any Agreement audits must be pursuant to a signed Confidentiality Agreement agreed to by both parties which will be subject to applicable law, including the Arizona Public Records law. Contractor is not required to keep original documents and copies of relevant documents will suffice for the purposes of this provision. The audit must be conducted during regular busin ess hours at a mutually agreeable time and location, and upon reasonable advanced notice of records to be audited.
14. BACKGROUND CHECK. The City may conduct criminal, driver history, and all other requested background checks of Contractor personnel who woul d perform services under the Agreement or who will have access to the City’s information, data, or facilities in accordance with the City’s current background check policies. Any officer, employee, or agent that fails the background check must be replaced immediately for any reasonable cause not prohibited by law.
15. SECURITY CLEARANCE AND REMOVAL OF CONTRACTOR PERSONNEL. The City will have final authority, based on security reasons: (i) to determine when security clearance of Contractor personnel is requi red; (ii) to determine the nature of the security clearance, up to and including fingerprinting Contractor personnel; and (iii) to determine whether or not any individual or entity may provide services under this Agreement. If the City objects to any Contractor personnel for any reasonable cause not prohibited by law, then Contractor will, upon notice from the City, remove any such individual from performance of services under this Agreement.
16. DEFAULT.
a. A party will be in default if that party:
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
i. Is or becomes insolvent or is a party to any voluntary bankruptcy or receivership proceeding, makes an assignment for a creditor, or there is any similar action that affects Contractor’s capability to perform under the Agreement; ii. Is the subject of a petition for involuntary bankruptcy not removed within sixty (60) calendar days;
iii. Conducts business in an unethical manner as set forth in the City Procurement Rules Article 7 or in an illegal manner; or
iv. Fails to carry out any term, promise, or condition of the Agreement. b. Contractor will be in default of this Agreement if Contractor is debarred from participating in City procurements and solicitations in accordance with Article 6 of the City’s Procurement Rules.
c. Notice and Opportunity to Cure. In the event a party is in default then the other party may, at its option and at any time, provide written notice to the defaulting party of the default. The defaulting party will have thirty (30) days from receipt of the notice to cure the default; the thirty (30) day cure period may be extended by mutual agreement of the parties, but no cure period may exceed ninety (90) days. A default notice will be deemed to be sufficient if it is reasonably calculated to provide notice of the nature and extent of such default. Failure of the non - defaulting party to provide notice of the default does not waive any rights under the Agreement. d. Anticipatory Repudiation. Whenever the City in good faith has reason to question Contractor’s intent or ability to perform, the City may demand that Contractor give a written assurance of its intent and ability to perform. In the event that the demand is made and no written assurance is given within five (5) calendar days, the City may treat this failure as an anticipatory repudiation of the Agreement.
17. REMEDIES. The remedies set forth in this Agreement are not exclusive. Election of one remedy will not preclude the use of other remedies. In the event of default:
a. The non-defaulting party may terminate the Agreement, and the t ermination will be effective immediately or at such other date as specified by the terminating party. b. The City may purchase the services required under the Agreement from the open market, complete required work itself, or have it completed at the expense o f Contractor. If the cost of obtaining substitute services exceeds the contract price, the City may recover the excess cost by: (i) requiring immediate reimbursement to the City; (ii) deduction from an unpaid balance due to Contractor; (iii) collection aga inst the proposal and/or performance security, if any; (iv) collection against liquidated damages (if applicable); or (v) a combination of the aforementioned remedies or other remedies as provided by law. Costs includes any and all, fees, and expenses inc urred in obtaining substitute services and expended in obtaining reimbursement, including, but not limited to, administrative expenses, attorneys’ fees, and costs.
c. The non-defaulting party will have all other rights granted under this Agreement and all rig hts at law or in equity that may be available to it.
d. Neither party will be liable for incidental, special, or consequential damages.
18. CONTINUATION DURING DISPUTES. Contractor agrees that during any dispute between the parties, Contractor will continue to p erform its obligations until the dispute is settled, instructed to cease performance by the City, enjoined or prohibited by judicial action, or otherwise required or obligated to cease performance by other provisions in this Agreement.
19. TERMINATION FOR CONVENIENCE. The City reserves the right to terminate this Agreement in part or in whole upon thirty (30) calendar days’ written notice.
20. TERMINATION FOR CONFLICT OF INTEREST (A.R.S. § 38-511). Pursuant to A.R.S. § 38-511, the City may cancel this Agreement w ithin three (3) years after its execution, without penalty or
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
further obligation, if any person significantly involved in initiating, securing, drafting, or creating the Agreement for the City becomes an employee or agent of Contractor.
21. TERMINATION FOR NON -APPROPRIATION AND MODIFICATION FOR BUDGETARY CONSTRAINT. The City is a governmental agency which relies upon the appropriation of funds by its governing body to satisfy its obligations. If the City reasonably determines that it does not have funds to mee t its obligations under this Agreement, the City will have the right to terminate the Agreement without penalty on the last day of the fiscal period for which funds were legally available. In the event of such termination, the City agrees to provide writt en notice of its intent to terminate thirty (30) calendar days prior to the stated termination date.
22. PAYMENT TO CONTRACTOR UPON TERMINATION. Upon termination of this Agreement, Contractor will be entitled only to payment for those services performed up t o the date of termination, and any authorized expenses already incurred up to such date of termination. The City will make final payment within thirty (30) calendar days after the City has both completed its appraisal of the materials and services provided and received Contractor’s properly prepared final invoice.
23. NON-WAIVER OF RIGHTS. There will be no waiver of any provision of this agreement unless approved in writing and signed by the waiving party. Failure or delay to exercise any rights or remedies provided herein or by law or in equity, or the acceptance of, or payment for, any services hereunder, will not release the other party of any of the warranties or other obligations of the Agreement and will not be deemed a waiver of any such rights or remedies.
24. INDEMNIFICATION/LIABILITY.
a. To the fullest extent permitted by law, Contractor agrees to defend, indemnify, and hold the City, its officers, agents, and employees, harmless from and against any and all liabilities, demands, claims, suits, losses, damages, causes of action, fines or j udgments, including costs, attorneys’, witnesses’, and expert witnesses’ fees, and expenses incident thereto, relating to, arising out of, or resulting from: (i) misconduct by Contractor personnel under this Agreement; (ii) any negligent acts, errors, mistakes or omissions by Contractor or Contractor personnel; and (iii) Contractor or Contractor personnel’s failure to comply with this Agreement. However, notwithstanding the prior sentence, a ny claim shall not be an indemnified claim if such claim or damage was caused in whole by the actions of the City, its employees, agents, contractors or representatives.
b. Contractor will update the City during the course of the litigation to timely notify the City of any issues that may involve the independent negligence o f the City that is not covered by this indemnification.
c. The City assumes no liability for actions of Contractor and will not indemnify or hold Contractor or any third party harmless for claims based on this Agreement or use of Contractor -provided supplies or Services.
d. IN THE EVENT OF ANY LIABILITY INCURRED BY CONTRACTOR OR ANY OF ITS
AFFILIATES HEREUNDER, INCLUDING INDEMNIFICATION OF CITY BY CONTRACTOR,
THE ENTIRE LIABILITY OF CONTRACTOR AND ITS AFFILIATES FOR DAMAGES FROM ANY CAUSE WHATSOEVER WILL NOT EXCEED $5,000,000.00 OVER THE ENTIRE TERM OF THE AGREEMENT.
25. WARRANTY. Contractor warrants that the services and materials will conform to the requirements of Exhibit A . Additionally, Contractor warrants that all services will be performed in a good, workman-like and professional manner, as stated below.
a. Manufacturer’s Warranty. The City understands that the Contractor is not the manufacturer of the products purchased by the City hereunder and the only materials (product) warranties offered are those of the manufacturer, not the Contractor or its affiliates unless the manufacturer is the Contractor or its affiliates . THE CONTRACTOR AND ITS AFFILIATES
HEREBY EXPRESSLY DISCLAIM ALL WARRANTIES EITHER EXPRESS OR IMPLIED,
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
RELATED TO PRODUCTS, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF
TITLE, ACCURACY, MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE,
WARRANTY OF NONINFRINGEMENT, OR ANY WARRANTY RELATING TO THIRD PARTY SERVICES. THE DISCLAIMER CONTAINED IN THIS PARAGRAPH DOES NOT AFFECT THE TERMS OF ANY MANUFACTURER'S WARRANTY.
b. Services Warranty. City's sole and exclusive remedy with respect to a warranty on the Services provided by Contractor will be, at the sole option of Contractor, to either: (a) use its reasonable commercial efforts to reperform any services not in substantial compliance with this warranty, or (b) refund amounts paid by City related to the portion of the services not in substantial compliance; provided, in each case, City notifies Contractor in writing within five (5) business days after performance of the applicable Services. City shall be solely responsible for daily back-up and other protection of its data and software against loss, damage or corruption during the performance of services and for any necessary reconstruction thereof.
c. Third Party Services Warranty. In connection with the products (materials), certain services, such as extended warranty service by manufacturers, are sold by the Contractor as a distributor or sales agent ("Third Party Services"). In the case of Third Party Services, the third party will be the party responsible for providing the services to the City and the City will look to the third party for any loss, claims or damages arising from or related to the provision of such Third- Party Services. Any amounts, including, but not limited to, taxes, associated with Third Party Services which may be collected by the Contractor will be collected solely in the capacity as an independent sales agent.
26. THE CITY’S RIGHT TO RECOVER AGAINST THIRD PARTIES. Contractor will do nothing to prejudice the City’s right to recover against third parties for any loss, destruction, or damage to City property, and will at the City’s request and expense, furnish to the City reasonable assistance and cooperation, including assistance in the prosecution or defense of suit and the execution of instruments of assignment in favor of the City in obtaining recovery.
27. NO GUARANTEE OF WORK. Contractor acknowledges and agrees that it is not entitled to deliver any specific amount of materials or services or any materials or services at all under this Agreement and acknowledges and agrees that the materials or services will be requested by the City on an as needed basis at the sole discretion of the City. Any document referencing quantities or performance frequencies represent the City's best estimate of current requireme nts, but will not bind the City to purchase, accept, or pay for materials or services which exceed its actual needs.
28. OWNERSHIP.
a. Except as it pertains to the Wor k Product in Subsection (b) below, a ll deliverables, services, and information provided by Contractor or the City pursuant to this Agreement (whether electronically or manually generated) including without limitation, reports, test plans, and survey results, graphics, and technical tables, originally prepared in the performance of this Agreement, are the property of the City and will not be used or released by Contractor or any other person except with prior written permission by the City. b. City's rights to Work Product (meaning deliverables to be provided or created individually or jointly in connection with the services, not materials, provided by Contractor , including but not limited to, all inventions, discoveries, methods, processes, for mulae, ideas, concepts, techniques, know -how, data, designs, models, prototypes, works of authorship, computer programs, proprietary tools, methods of analysis and other information, whether or not capable of protection by patent, copyright, trade secret, confidentiality, or other proprietary rights, or discovered in the course of performance of this Agreement that are embodied in such work or materials) will be, upon payment in full, a non -transferable, non-exclusive, royalty-free license to use such Work Product solely for City's internal use. City obtains no ownership or other property rights thereto. City agrees that Contractor may incorporate intellectual property created by third parties into the Work Product and that City’s right to use such Work Prod uct may be subject to the rights of, and limited by agreements with, such third parties
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
29. USE OF NAME. Contractor will not use the name of the City of Mesa in any advertising or publicity without obtaining the prior written consent of the City.
30. PROHIBITED ACTS. Pursuant to A.R.S. § 38-504, a current or former public officer or employee within the last twelve (12) months shall not represent another organization before the City on any matter for which the officer or employee was directly concerned and persona lly participated in during their service or employment or over which they had a substantial or material administrative discretion. Further, while employed by the City and for two (2) years thereafter, public officers or employees are prohibited from discl osing or using, without appropriate authorization, any confidential information acquired by such personnel in the course of his or her official duties at the City.
31. FOB DESTINATION FREIGHT PREPAID AND ALLOWED. All deliveries will be FOB destination freight prepaid and allowed unless otherwise agreed.
32. RISK OF LOSS. Contractor agrees to bear all risks of loss, injury, or destruction of Contractor’s goods or equipment incidental to providing these services and such loss, injury, or destruction will not release Contractor from any obligation hereunder.
33. SAFEGUARDING CITY PROPERTY. Contractor will be responsible for any damage to City real property or damage or loss of City personal property when such property is the responsibility of or in the custody of Contractor or its employees.
34. WARRANTY OF RIGHTS. Contractor warrants it has title to, or the right to allow the City to use, the materials and services being provided and that the City may use same without suit, trouble or hindrance from Contractor or third parties.
35. PROPRIETARY RIGHTS INDEMNIFICATION. Without limiting the foregoing, Contractor will at its expense defend the City against all claims asserted by any person that anything provided by Contractor infringes a patent, copyright, trade secret or other intellectual property right (collectively “Claim”) and must, without limitation, pay the costs, damages and attorneys' fees awarded against the City in any Claim, or pay any settlement of such Claim. Each party agrees to notify the other promptly of any ma tters to which this provision may apply and to cooperate with each other in connection with such defense or settlement. If a preliminary or final judgment is obtained against the City’s use or operation of the items provided by Contractor hereunder or any part thereof by reason of any alleged infringement, Contractor will, at its sole option and its expense and without limitation, either: (a) modify the item so that it becomes non -infringing; (b) procure for the City the right to continue to use the item; ( c) substitute for the infringing item other item(s) having at least equivalent capability; or (d) refund to the City an amount equal to the price paid, less reasonable usage, from the time of installation acceptance through cessation of use, which amount w ill be calculated on a useful life not less than five (5) years based on a five (5) year straight line amortized basis. The forgoing provisions in this Section state the entire liability of Contractor and the sole and exclusive remedy of the City with resp ect to any Claim. Contractor shall have no liability or obligation to the City to the extent any Claim is based upon: (i) any combination of anything provided by Contractor with other software, hardware or other materials not authorized by Contractor or manufacturer; or (ii) any addition to, or modification of, anything provided by Contractor made after delivery to the City by any person other than Contractor.
36. CONTRACT ADMINISTRATION. The contract will be administered by the Purchasing Administrator and/o r an authorized representative from the using department. All questions regarding the contract will be referred to the administrator for resolution. Supplements may be written to the contract for the addition or deletion of services. Payment will be neg otiated and determined by the contract administrator(s).
37. FORCE MAJEURE. Failure by either party to perform its duties and obligations will be excused by unforeseeable circumstances beyond its reasonable control, including acts of nature, acts of the public enemy, riots, fire, explosion, legislation, and governmental regulation. The party whose performance is so affected will within five (5) calendar days of the unforeseeable circumstance notify the other party of all pertinent facts and identify the force majeure event. The party whose
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
performance is so affected must also take all reasonable steps, promptly and diligently, to prevent such causes if it is feasible to do so, or to minimize or eliminate the effect thereof. The delivery or performance date will be extended for a period equal to the time lost by reason of delay, plus such additional time as may be reasonably necessary to overcome the effect of the delay, provided however, under no circumstances will delays caused by a force majeure extend beyo nd one hundred-twenty (120) calendar days from the scheduled delivery or completion date of a task unless agreed upon by the parties.
38. COOPERATIVE USE OF CONTRACT. This contract is available through National IPA to agencies nationwide. The City has also entered into various cooperative purchasing agreements with other Arizona government agencies, including the Strategic Alliance for Volume Expenditures (SAVE) cooperative. Under the SAVE Cooperative Purchasing Agreement, any contract may be extended for use by other municipalities, school districts and government agencies through National IPA or SAVE in the State of Arizona with the approval of Contractor. Any such usage by other entities must be in accordance with the statutes, codes, ordinances, charter and/or procurement rules and regulations of the respective government agency.
A contractor, subcontractor or vendor or any employee of a contractor, subcontractor or vendor who is contracted to provide services on a regular basis at an individual school shall obtain a valid fingerprint clearance card pursuant to title 41, chapter 12, article 3.1. A school district governing board shall adopt policies to exempt a person from the requirements of this subsection if the person's normal job duties are not likely to result in independent access to or unsupervised contact with pupils. A school district, its governing board members, its school council members and its employees are exempt from civil liability for the consequences of adoption and implementation of policies and procedures pursuant to this subsection unless the school district, its governing board members, its school council members or its employees are guilty of gross negligence or intentional misconduct.
Additionally, Contractor will comply with the governing body’s fingerprinting policy of each individual school district and public entity. Contractor, subcontractors, vendors and their employees will not provide services on school district properties until authorized by the school district.
Orders placed by other agencies and payment thereof will be the sole responsibility of that agency.
The City is not responsible for any disputes arising out of transactions made by others. The City is not a party to any agreements between the Contractor and National IPA, National IPA and other agencies, the Contractor and other agencies, or any third-party contracts in any way related to this Agreement or the cooperative use of this Agreement.
39. FUEL CHARGES AND PRICE INCREASES. No fuel surcharges will be accepted. No price increases will be accepted without proper request by Contractor and response by the City’s Purchasing Division.
40. NOTICES. All notices to be given pursuant to this Agreement must be delivered to the parties at their respective addresses . Notices may be (i) personally delivered; (ii) sent via certified or registered mail, postage prepaid; (iii) sent via overnight courier; or (iv) sent via email or facsimile.
If provided by personal delivery, receipt will be deemed effective upon delivery. If sent via certified or registered mail, receipt will be deemed effective three (3) calendar days after being deposited in the United States mail. If sent via overnight courier , email or facsimile, receipt will be deemed effective two (2) calendar days after the sending thereof.
41. GOVERNING LAW, FORUM. This Agreement is governed by the laws of the State of Arizona.
The exclusive forum selected for any proceeding or suit in law or equity arising from or incident to this Agreement will be Maricopa County, Arizona.
42. INTEGRATION CLAUSE. This Agreement, including all attachments and exhibits hereto, supersede all prior oral or written agreements, if any, between the parties and constitutes the entire agreement between the parties with respect to the work to be performed.
EXHIBIT C
MESA STANDARD TERMS AND CONDITIONS
43. PROVISIONS REQUIRED BY LAW. Any provision required by law to be in this Agreement is a part of this Agreement as if fully stated in it.
44. SEVERABILITY. If any provision of this Agreement is declared void or unenforceable, such provision will be severed from this Agreement, which will otherwise remain in full force and effect.
The parties will negotiate diligently in good faith for such amendment(s) of this Agreement as may be necessary to achieve the original intent of this Agreement, notwith standing such invalidity or unenforceability.
45. SURVIVING PROVISIONS. Notwithstanding any completion, termination, or other expiration of this Agreement, all provisions which, by the terms of reasonable interpretation thereof, set forth rights and obligatio ns that extend beyond completion, termination, or other expiration of this Agreement, will survive and remain in full force and effect. Except as specifically provided in this Agreement, completion, termination, or other expiration of this Agreement will not release any party from any liability or obligation arising prior to the date of termination.
46. A.R.S. SECTIONS 1-501 and 1-502. Pursuant to Arizona Revised Statutes Sections 1-501 and 1- 502, any person who applies to the City for a local public benefit (the definition of which includes a grant, contract or loan) must demonstrate his or her lawful presence in the United States. As the Agreement is deemed a local public benefit, if Contractor is an individual (natural) person or sole proprietorship, Contr actor agrees to sign and submit the necessary documentation to prove compliance with the statutes as applicable.
CONTRACT AMENDMENT
Rev. July 2017
Contract Title: Information Technology Solutions
Contract Number: 2018011 MA Number: 19000009
Amendment Number: Two (2)
Description of Change: Contract renewal. Term of contract March 1, 2023 through February 28, 2025.
Effect
ive Date of Change: March 1, 2023
Acceptance: On behalf of the undersigned Contract or, I have given careful consideration to this Contract Amendment and hereby agree to the change(s) and except that as amended herein, all provisions of the Contract remain in full force and effect.
CDW Government LLC: City of Mesa:
Signature Signature
Printed Name City Manager Designee
______________________________________
Date Date
Review
ed by:
Ted Stallings, Procurement Officer II
Robert F. Kirby, President
05/25/2022
COUNCIL COMMUNICATION
CC #:
3371
File #:
0203-06 & 0201-01
Title:
Technology Disaster Recovery Plan – Capital Improvement Project Approval, Contract Purchase Agreement, and Budget Adjustment
Contact:
Jesse Ravera 916-774-5125 [email protected]
Meeting Date: 6/5/2024
Item #: 6.15.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council:
1. Approve the establishment of a new Capital Improvement Project – the Technology Disaster Recovery Planning Project (the "Project"); and
2. Adopt a resolution to authorize the City Manager to execute contract purchase agreement 3003700 with GlassRatner Advisory & Capital Group, LLC dba B. Riley and Advisory Services; and
3. Adopt an ordinance to approve a budget adjustment appropriating $178,093 of American
Rescue Plan Act (ARPA) funding
to the Project for the development of this plan.
BACKGROUND
The City conducted a thorough Business Impact Analysis in 2015 that provided the framework for a Disaster Recovery Plan. Since then, technology systems and business processes have changed significantly. A project team comprised of representatives from multiple City departments participated in a Request for Proposals process (RFP #12-031) and vendor evaluation, and selected
GlassRatner Advisory & Capital Group LLC dba B. Riley and Advisory Services to
develop a Business Impact Analysis and Disaster Recovery Plan that will provide the necessary information to minimize downtime and data loss in the event of a disaster impacting technology services on Roseville.
FISCAL IMPACT
The total project cost of $178,093, to be funded by the City's allocation of ARPA funding in the
Federal Stimulus Reserve - ARPA Fund
, includes $119,020 through GlassRatner Advisory &
Capital Group LLC dba B. Riley and Advisory Services for development of the necessary plans and $59,073 for internal staff secondary labor.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. The professional service meets the above criteria and is not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world Goal F - Invest in well-planned infrastructure and growth
Respectfully Submitted,
Jesse Ravera, Assistant Information Technology Director Hong Sae, Chief Information Officer
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
Resolution 24-193
Signed CPA
Ordinance 6821
RESOLUTION NO. 24-193
APPROVING A CONTRACT PURCHASE AGREEMENT, BY AND BETWEEN THE CITY
OF ROSEVILLE AND GLASSRATNER ADVISORY & CAPITAL GROUP, LLC DBA B
RILEY ADVISORY SERVICES AND AUTHORIZING THE CITY MANAGER TO
EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE
WHEREAS, contract purchase agreement (3003700) for a Technology Disaster Recovery Plan, by and between the City of Roseville and GlassRatner Advisory & Capital Group, LLC dba B Riley Advisory Services, has been reviewed by the City Council.
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said contract purchase agreement is approved and that the City Manager is authorized to execute it on behalf of the City of Roseville.
PASSED AND ADOPTED by the Council of the City of Roseville this day of , 2024, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
MAYOR
ATTEST:
City Clerk
Contract Purchase Agreement 3003700
Supplier Details:
Company GlassRatner Advisory & Capital Group LLC dba B Riley Advisory Services Contact Duane Lohn
Address 3445 Peachtree Rd Ste 1225
Atlanta, GA 30326
Submit your response to:
Company City of Roseville
Contact Erica Kaminski
Address Purchasing Division
311 Vernon St
Roseville, CA 95678
Phone (916) 746-1108
Fax (916) 746-1115
E-mail [email protected]
This Contract Purchase Agreement is sent for your review and acceptance. Notify the Buyer via email of any needed changes to the company name, address, and contact information. The Buyer will update the agreement prior to you signing the document.
Return signed copies of the agreement to the Buyer noted on the agreement. Alterations or modifications to the agreement are not allowed. Upon receipt of all necessary documents, the City will sign the agreement and return a fully executed copy to you. Receipt of the signed copy will be your notice to proceed with the work in accordance with the terms and conditions of the agreement. Work must not begin until the contract has been fully executed.
The following guidelines must be followed for the signature block on the agreement:
Sole proprietorship - By owner
Partnership - Any general partner
Corporation - Two options:
(1) A signature from the President and the corporate seal; OR (2) One signature from the Chairman of the Board, President, or any Vice President AND one signature from the Secretary, any Assistant Secretary, Chief Financial Officer, or any Treasurer or Assistant Treasurer of the corporation
*General Manager, Office Manager and/or Sales Manager are not corporate officer titles. The agreement will be rejected if not signed in accordance with these guidelines.
Insurance requirements:
The City's insurance requirements are referenced on Attachment A of the agreement. By signing the agreement, you are confirming that your company has the minimum insurance limits required. 1 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
Agreement 3003700
Agreement Date 13-MAY-2024
Revision 0
Agreement Amount 119,020.00 USD
Invoice To City of Roseville
Accounts Payable
311 Vernon St
ROSEVILLE CA 95678
Supplier GlassRatner Advisory & Capital Group LLC
dba B Riley Advisory Services
3445 Peachtree Rd Ste 1225
Atlanta, GA 30326
Phone:
Fax:
Email:
(916) 774-5488
(916) 784-3796
[email protected]
Phone:
Fax:
Email:
()
()
[email protected]
Description of
Labor,
equipment
and/or materials
THE VENDOR SHALL PROVIDE THE SERVICES CALLED FOR UNDER THE CITY OF ROSEVILLE REQUEST FOR PROPOSALS (RFP) 12-031 FOR TECHNOLOGY
DISASTER RECOVERY PLAN AND CONTRACTOR'S PROPOSAL THERETO TITLED "CITY OF ROSEVILLE TECHNOLOGY DISASTER RECOVERY PLAN RFP 12-031 UPDATED RESPONSE" (HEREINAFTER "PROPOSAL") DATED 5/13/24. THE TERMS AND SCOPE OF WORK OF CITY OF ROSEVILLE RFP 12-031 AND CONTRACTOR'S
PROPOSAL ARE HEREIN MADE PART OF THIS AGREEMENT AND FULLY INCORPORATED BY REFERENCE.
START DATE: EXECUTED AGREEMENT
END DATE: UPON FINAL PAYMENT
PLEASE CONTACT JESSE RAVERA IN THE INFORMATION TECHNOLOGY DEPARTMENT AT (916) 774-5125 OR [email protected] FOR ANY QUESTIONS REGARDING THIS AGREEMENT.
Customer # Supplier # Payment Terms Freight Terms FOB Shipping Method 16091 Net 30 Freight on Board at the destination Destination Best Method Start Date End Date Confirm To
Erica Kaminski Phone 1-916-746-1108
Attention: Total Cost not to exceed the agreement amount without prior approval of the Purchasing office.
2 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
Contract Terms and Conditions
1. To the fullest extent allowed by law, Consultant agrees to indemnify, including the cost to defend City, and its officers, agents, employees and volunteers from any and all claims, demands, costs or liability that arise out of, or pertain to, or relate to the negligence, recklessness, or willful misconduct of Consultant and its agents in the performance of services under this contract, but this indemnity does not apply to liability for damages for death or bodily injury to persons, injury to property, or other loss, arising from the sole negligence, willful misconduct or defects in design by City or the agents, servants, or independent contractors who are directly responsible to City, or arising from the active negligence of City.
Consultant's responsibility for such defense and indemnity obligations shall survive the termination or completion of this Agreement for the full period of time allowed by law. The defense and indemnity obligations of this Agreement are undertaken in addition to, and shall not in any way be limited by, the insurance obligations contained in this Agreement.
2. Consultant is an independent contractor, and shall not be considered an officer, agent, or employee of the City.
3. Without the written consent of the City, this Agreement is not assignable by Consultant either in whole or in part.
4. Time is of the essence of this Agreement.
5. At any time during the term of this Agreement, the City has the right to terminate this Agreement, provided Consultant is given thirty (30) days written notice. City's termination shall be without further liability to City; however, Consultant shall be entitled to all costs reasonably incurred prior to the date of termination. Consultant acknowledges that City may terminate this Agreement should funds not be appropriated by its governing body to continue services under this Agreement.
6. This Agreement may only be amended or modified in writing. It is integrated and contains the complete understanding of the parties.
7. All equipment, supplies and services sold to the City of Roseville shall conform to the general safety orders of the State of California.
8. Unless notified to the contrary, in writing, the City assumes that the Consultant has accepted the work in accordance with the plans and specifications (if any) and agrees to do the work in compliance with this Agreement. Any work product created for City pursuant to this Agreement is deemed owned by City.
9. All prevailing wages and fair employment practices must be adhered to. For prevailing wage contracts over $25,000, copies of certified payroll must be submitted with invoices. Prevailing wage rates may be obtained from the State Department of Industrial Relations and/or the following website address:
http://www.dir.ca.gov/dlsr/DPreWageDetermination.htm . In compliance with Labor Code Section 1773.2, as may be amended from time to time, Contractor shall cause a copy of this website to be posted at each jobsite, as applicable.
10. Consultant agrees to the below insurance requirements:
a. Unless otherwise specified, the Consultant shall maintain the policies of insurance outlined in Attachment A, incorporated herein by this reference, in full force and effect during the term of this Agreement. The City of Roseville retains sole discretion in determining the types and proper levels of insurance coverage. 3 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
b. Form. Consultant shall submit a certificate evidencing such coverage for the period covered by this Agreement in a form satisfactory to Risk Management and the City Attorney, prior to undertaking any work hereunder. Any insurance written on a claims made basis is subject to the approval of Risk Management and the City Attorney. c. Additional Insureds. Consultant shall also provide a separate endorsement or section of the policy showing City, its officers, agents, employees, and volunteers as additional insureds for each type of coverage, except for Workers' Compensation and Professional Liability. Such insurance shall specifically cover the contractual liability of Consultant.
The additional insured coverage under the Consultant's policy shall be primary and noncontributory, as evidenced by a separate endorsement or section of the policy and shall not seek contribution from City's insurance or self-insurance. In addition, the additional insured coverage shall be at least as broad as the Insurance Services Office (ISO) CG 20 01 Endorsement. Any available insurance proceeds in excess of the specified minimum insurance coverage requirements and limits shall be available to the additional insureds. Furthermore, the requirements for coverage and limits shall be:
(1) the minimum coverage and limits specified in this Agreement; or (2) the full coverage and maximum limits of any insurance proceeds available to the named insureds, whichever is greater.
d. Cancellation/Modification. Consultant shall provide thirty (30) days written notice to City prior to cancellation or modification of any insurance required by this Agreement. e. Umbrella/Excess Insurance. The limits of insurance required in this Agreement may be satisfied by a combination of primary and excess insurance. Any excess insurance shall contain or be endorsed to contain a provision that such coverage shall also apply on a primary and noncontributory basis for the benefit of City (if agreed to in a written contract) before City's own insurance shall be called upon to protect it as a named insured.
f. Subconsultants. Consultant agrees to include in its contracts with all subconsultants the same requirements and provisions of this Agreement, including the indemnity and insurance requirements, to the extent they apply to the scope of the subconsultants work.
Furthermore, Consultant shall require its subconsultants to agree to be bound to Consultant and City in the same manner and to the same extent as Consultant is bound to City under this Agreement. Additionally, Consultant shall obligate its subconsultants to comply with these same provisions with respect to any tertiary subconsultant, regardless of tier. A copy of City's indemnity and insurance provisions will be furnished to the subconsultant or tertiary subconsultant upon request.
g. Self-Insured Retentions. All self-insured retentions (SIR) must be disclosed to Risk Management for approval and shall not reduce the limits of liability. Policies containing any SIR provision shall provide or be endorsed to provide that the SIR may be satisfied by either the named insured or City. City reserves the right to obtain a full certified copy of any insurance policy and endorsements. The failure to exercise this right shall not constitute a waiver of such right.
h. Waiver of Subrogation. Consultant hereby agrees to waive subrogation which any insurer of Consultant may acquire from Consultant by virtue of the payment of any loss under a Workers Compensation, Commercial General Liability or Automobile Liability policy.
All Workers Compensation, Commercial General Liability and Automobile Liability policies shall be endorsed with a waiver of subrogation in favor of City, its officers, agents, employees, and volunteers for all worked performed by Consultant, its employees, agents, and sub consultants.
i. Liability/Remedies. Insurance coverage in the minimum amounts set forth herein shall 4 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
not be construed to relieve Consultant of liability in excess of such coverage, nor shall it preclude City from taking such other actions as are available to it under any other provisions of this Agreement or law.
11. Consultantshall comply with all federal, state, local laws, ordinances, and policies as may be applicable to the performance of services under this Agreement. Failure to comply with local ordinances may result in monetary fines and cancellation of this Agreement.
12. In the event that the terms of any attachment or exhibit conflict with any terms of this Agreement, the terms of this Agreement shall control.
13. This Agreement may be executed in one or more counterparts, each of which shall be deemed an original, but all of which together shall constitute one and the same instrument. In the event that any signature is delivered by facsimile transmission or by e-mail delivery of a ". pdf" format data file, such signature shall create a valid and binding obligation of the party executing (or on whose behalf such signature is executed) with the same force and effect as if such facsimile or ".pdf" signature page were an original thereof.
14. If either party commences any legal action against the other party arising out of this Agreement or the performance thereof, the prevailing party in such action shall be entitled to recover its reasonable litigation expenses, including but not limited to, court costs, expert witness fees, discovery expenses, and attorneys' fees. Any action arising out of this Agreement shall be brought in Placer County, California, regardless of where else venue may lie. This Agreement shall be governed by and construed in accordance with the laws of the State of California.
15. This Agreement shall be binding upon the heirs, successors, executors, administrators and assigns of the respective parties hereto.
16. If any of the provisions contained in this Agreement are for any reason held invalid or unenforceable, such holding shall not affect the remaining provisions or the validity and enforceability of the Agreement as a whole.
17. For purposes of this Agreement, the terms "Contractor," "Consultant," and "Supplier" are used interchangeably.
18. Consultant agrees that any and all information furnished by City shall be deemed proprietary and confidential. All such information, to the extent previously, presently, or subsequently disclosed to Consultant and/or processed and derived by Consultant services is the property of City and such property shall be deemed and treated as "Confidential Information" of City.
Consultant acknowledges that such Confidential Information may contain information provided and/or generated by third-parties. Consultant agrees that such Confidential Information shall not be disclosed to any third party without written permission from City, except as required by law. Consultant shall not use the Confidential Information except to perform Consultant's services as directed by City.
19. All facilities, devices, networks, and services used to store, deliver, process, backup or purge Confidential Information will employ administrative, physical, technical, and procedural safeguards and best practices at a level sufficient to secure Confidential Information from unauthorized access, destruction, use, modification, or disclosure. Such measures will be no less protective than those used to secure Consultant's own information of a similar type, and in no event less than reasonable in view of the type and nature of the information involved. It is the City's expectation that Consultant, at its own expense, shall perform annual audits for any data centers that house Confidential Information, using an independent third-party audit that meets industry standards applicable to the services under this Agreement, and provide the audit report or certification upon request to City.
20. Consultant will retain Confidential Information until deleted by City or City-authorized third 5 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
party, or for a time period mutually agreed upon by the parties to this Agreement.
21. Upon termination or expiration of this Agreement, Consultant will ensure that all Confidential Information is securely transferred to City within thirty (30) calendar days. Consultant will ensure that any transfer of Confidential Information is accomplished by methods that are compatible with the relevant City systems, and that City will have access to all Confidential Information during any such transfer. Consultant shall securely dispose of all Confidential Information when requested by City and Consultant will provide written notification to City once all Confidential Information has been securely disposed of.
22. Consultant shall report to City any data compromise or unauthorized access to Confidential Information within twenty-four (24) hours after Consultant discovers such data compromise or unauthorized access. Consultant will take commercially reasonable measures to address any such data compromise or unauthorized access in a timely manner. Except as otherwise required by law, Consultant will not provide notice to end users or other entities of any such data compromise or unauthorized access without written permission from City. Consultant will promptly reimburse City in full for all fees and costs incurred by City in any investigation, remediation or litigation resulting from any such data compromise or unauthorized access, including identity protection and restoration services for each person, who in the City's sole discretion, could be impacted by identity theft.
23. Consultant may not advertise that City is a client, list City as a reference or otherwise use City's name, logos, trademarks, or service marks without prior written permission from City.
24. Consultant acknowledges that services rendered under this agreement (including but not limited to service levels and operational levels) shall be performed in accordance with industry standards.
25. If the project referenced on this agreement is a Public Works project, then the following shall apply: No contractor or subcontractor may work on a public works project unless registered with the Department of Industrial Relations pursuant to Labor Code section 1725.5. During the performance of this agreement, Contractor and its subcontractors shall have a continuing legal obligation to maintain current registration with the Department of Industrial Relations.
Contractor is hereby notified that this project is subject to compliance monitoring and enforcement by the Department of Industrial Relations.
26. If the project referenced on this agreement is a Public Works project, then the following shall apply: Contractor must submit all claims as defined in and in accordance with the claim resolution process set forth in Section 9204 of the Public Contract Code. Each such claim must be sent to the City by registered mail or certified mail with return receipt requested and must contain reasonable documentation to support the claim. All claims must be received prior to acceptance of the work.
27. Contractor/consultant's duties and services under this agreement shall not include preparing or assisting the public entity with any portion of the public entity's preparation of a request for proposals, request for qualifications, or any other solicitation regarding a subsequent or additional contract with the public entity. The public entity entering this agreement shall at all times retain responsibility for public contracting, including with respect to any subsequent phase of this project. Contractor/consultant's participation in the planning, discussions, or drawing of project plans or specifications, if any, shall be limited to conceptual, preliminary, or initial plans or specifications. Contractor/consultant shall cooperate with the public entity to ensure that all bidders for a subsequent contract on any subsequent phase of this project have access to the same information, including all conceptual, preliminary, or initial plans or specifications prepared by contractor pursuant to this agreement.
28. Consultant certifies that Consultant, its employees, directors, officers, agents, subcontractors, vendors, and volunteers are not presently debarred, excluded, suspended, declared ineligible, voluntarily excluded, or proposed for debarment, exclusion, suspension, or ineligibility by 6 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
any federal, state, or local department or agency.
29. The Levine Act (Govt. Code, Section 84308) requires a Party (and its agent(s), if any) to a Proceeding before the City of Roseville that involves any action or consideration related to their contract, license, permit, or other entitlement for use, to disclose any campaign contributions made to City elected or appointed officers totaling more than $250 within the twelve (12) months prior to the City decision and while a proceeding is pending, and includes certain prohibitions on contribution activity thereafter. If applicable campaign contributions have been made by Contractor and/or its agent(s), Contractor is responsible for compliance, including for its disclosure obligations, if any, as further described at: https://www.roseville. ca.us/government/departments/city_clerk/transparency/levine_act.
30. This Agreement may be amended via change order, but only if such change order is made in writing, approved by the City, and signed by both parties.
31. CONSULTANT agrees to defend and indemnify CITY if, despite the parties intent and practice, any venue, agency, or court with competent jurisdiction determines that CONSULTANT and/or any of its agents, officers, employees, volunteers, independent contractors, or subcontractors, are characterized as employee(s) of CITY.
CONSULTANT and CITY agree that: (a) CONSULTANT is free from the control and direction of CITY in connection with the performance of the work; (b) CONSULTANT is providing services directly to CITY; (c) CONSULTANT has and will maintain at all relevant times a business license; (d) CONSULTANT maintains a business location that is separate from CITY; (e) CONSULTANT is customarily engaged in an independently established business of the same nature as that involved in the work performed hereunder; (f) CONSULTANT actually contracts with other businesses to provide the same or similar services and maintains a clientele without restrictions from CITY; (g) CONSULTANT advertises and holds itself out to the public as available to provide the same or similar services; (h) CONSULTANT provides its own tools, vehicles, and equipment to perform the services; (i) CONSULTANT has negotiated its own rates; (j) CONSULTANT set its own hours and location of work in accomplishing CITY's on-call needs; and (k) CONSULTANT has the right to control the manner and means of accomplishing the result desired and exercises its own expert independent judgement.
The supplier named hereon by the acceptance of this order agrees to the provisions of this document titled "Contract Purchase Agreement" and all accompanying terms, conditions, and attachments.
Roseville Business License No. ____________________________________ Contractor License No. ____________________________________________ DIR Registration No. _______________________________________________ Check mark the applicable company type below:
___________ Corporation
_____X______ Limited Liability Company
___________ Partnership
___________ Sole Proprietor
City reserves the right to withhold any payments to Consultant in the event of noncompliance with insurance requirements or if required by law.
7 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 na
na
Contract Purchase Agreement 3003700
Information Technology T&C
REV 3/21/24 JS
8 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
ATTACHMENT A
HUMAN RESOURCES/RISK MANAGEMENT DIVISION
INSURANCE REQUIREMENTS
AGREEMENT OVER FORMAL BID LIMIT OR INVOLVING HIGH RISK ACTIVITIES General - Required Coverage/Documentation
● General Liability: $1 Million per occurrence /$2 Million aggregate ● Automobile Liability: $1 Million combined single limit ● Workers' Compensation: Statutory *Must provide a Waiver of subrogation ● Additional Insured Endorsement (AIE) - General Liability policy: CG 20 38 04 13 or an equivalent, blanket endorsement or section of the policy. Endorsement shall cover the City of Roseville, its officers, agents, employees and volunteers as additional insured. ● Policies must be primary and non-contributory
● A 30 day notice of cancellation must be provided
● List certificate holder as: The City of Roseville - Insurance Compliance, PO Box 100085-R1, Duluth, GA 30096
Additional Liability/Insurance Requirements if required by Agreement (and marked below):
Construction:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Design Professional:____
General Liability:
$2 Million/occurrence
$4 Million aggregate
Professional Liability:
$2 Million/occurrence
Professional Consultant:____
Professional Liability:
$1 Million/occurrence
IT Services:_X___
Professional Liability:
$1 Million/occurrence
No auto required
Cyber Liability:
$1 Million/occurrence
Hazardous Materials:____
Pollution Liability:
$1 Million/occurrence
Special Events/Caterers-Vendors:____
No auto required
No workers' comp required
Professional Counseling/ Psychological:____
Professional Liability:
$1 Million/occurrence
No auto required
9 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
Pyrotechnics:____
General Liability:
$5 Million/occurrence
$10 Million aggregate
Auto - $2 Million/occurrence
Chemical/Environmental:____
General Liability:
$3 Million/occurrence
$6 Million aggregate
Pollution – $2 Million/Occurrence
Auto - $2 Million/Occurrence
Insurance Submission Process
The City of Roseville Human Resources/Risk Management Department uses a service called EBIX to manage our insurance certificate tracking.
How It Works
● The vendor's contact information is entered into EBIX. EBIX will contact the vendor to request proof of insurance.
● The Vendor can forward the request to their Insurance Agent(s) if necessary. ● Vendor/Insurance Agent submits insurance to EBIX by email to [email protected] or by fax to (770) 325-5727. After faxing or emailing the certificate, please DO NOT send the certificate by mail to EBIX. Please do not mail, email or fax any certificates to the City of Roseville. ● Once submitted, EBIX reviews the insurance documentation. If there are deficiencies, EBIX will send a follow up letter or email requesting additional information.
Questions Regarding Insurance Submission: Contact EBIX at (951) 652-4239 Questions Regarding Insurance Requirements Contact Risk Management at (916) 774-5202 10 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Contract Purchase Agreement 3003700
Supplier
Signature:______________________________________________ Print Name:_____________________________________________ Title:__________________________________________________ Date: __________________________________________________ Supplier
Signature:______________________________________________ Print Name:_____________________________________________ Title:__________________________________________________ Date: __________________________________________________ City of Roseville, A Municipal Corporation
Signature:______________________________________________ Print Name: Dominick Casey
Title: City Manager
Date:__________________________________________________ 11 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 Senior Managing Director
5/14/2024
Duane Lohn
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DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 2
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 3
Business Continuity / Continuity of Operations ................................ ................................ ................ 9 IT Disaster Recovery ................................ ................................ ................................ ........................ 10 Emergency & Crisis Management ................................ ................................ ................................ .... 10 Testing and Exercises ................................ ................................ ................................ ...................... 10 Team Bios ................................ ................................ ................................ ................................ ......... 17 DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 4
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 5
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 6
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 7
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$431M $546M
$799M
$1.35B $1.32B
$423M $652M
$903M
$1.74B $915M
$98M
$114M
$312M $422M $366M
FY 2018 FY 2019 FY 2020 FY 2021 FY 2022
Operating Revenue Investment Gains
Total Revenue Operating Adj. EBITDA
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 8
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 11
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 12
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 13
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 14
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 15
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 16
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A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 25
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DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918
A division of B. Riley Financial | www.brileyfin.com | NASDAQ: RILY 50
Disaster Recovery Plan
(DRP)
DocuSign Envelope ID: 2F1F8706-6042-4126-8220-6062CF86A918 ORDINANCE NO. 6821
ORDINANCE OF THE COUNCIL OF THE CITY OF ROSEVILLE
AUTHORIZING CERTAIN AMENDMENTS TO THE FISCAL YEAR 2023-24
BUDGET AND DECLARING THIS ORDINANCE TO BE IMMEDIATELY
EFFECTIVE AS AN APPROPRIATION MEASURE
THE CITY OF ROSEVILLE ORDAINS:
SECTION 1. The City of Roseville Annual Budget, Fiscal Year 2023-24, is hereby amended as listed on the attached budget adjustment for a Technology Disaster Recovery Plan.
SECTION 2. This ordinance is hereby declared to be an appropriation measure, immediately effective pursuant to the provisions of Section 5.03 of the Charter.
SECTION 3. The City Clerk is hereby authorized and directed to post a true copy of the foregoing ordinance in each of three (3) conspicuous locations in the City and she shall immediately after such posting enter in the ordinance book, under the record of the ordinance, a certificate under her hand stating the time and place of such publication by posting.
PASSED AND ADOPTED by the Council of the City of Roseville, this day of , 2024, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
MAYOR
ATTEST:
City Clerk
EXPENDITURES/EXPENSES/TRANSFERS OUT
REQUEST FOR BUDGET ADJUSTMENT
Updated 12/1/2023
ACCOUNT STRING BUDGET ($) DESCRIPTION Fund Account Center Project Adjustment 2280 5301 84001 500537 119,020 Establish budget to fund project costs 2280 5080 84001 500537 59,073 Establish budget to fund project labor costs
EXPENDITURES/EXPENSES/TRANSFERS OUT TOTAL 178,093
REVENUES/TRANSFERS IN
ACCOUNT STRING BUDGET ($) DESCRIPTION Fund Account Center Project Adjustment 2280 4401 10001 178,093 Establish Federal Grant Revenue
REVENUES/TRANSFERS IN TOTAL 178,093
NET ADJUSTMENT -
FUND BALANCE
ACCOUNT STRING BUDGET ($) DESCRIPTION Fund Account Center Project Adjustment 3601 00000 000000
3601 00000 000000
3601 00000 000000
3601 00000 000000
3601 00000 000000
3601 00000 000000
FUND BALANCE TOTAL -
Justification for Budget Adjustment:
This budget adjustment is needed to fund 500537 - Business Continuity and Disaster Recovery Plan project.
A competitive selection process (RFP 12-031) was used to select B. Riley Advisory Services to assist in the development of an updated City of Roseville Technology Disaster Recovery Plan. This project will identify critical City business processes, the technology required to perform these processes, recovery and restoration procedures, and a roadmap to address any enterprise-wide gaps in recovery capabilities that do not currently meet the City’s needs.
This project will be funded by 2280 - Federal Stimulus Reserve – ARPA Fund.
REQUESTER NAME & TITLE: Jesse Ravera - Assistant IT Director FISCAL YEAR: 2023-24 PREPARER NAME & TITLE: Austin Murray - IT Management Analyst COUNCIL DATE (if applicable): 06/05/24 DEPARTMENT/DIVISION: IT Department - Strategic Planning ORDINANCE:
COUNCIL COMMUNICATION
CC #:
3376
File #:
0800-03
Title:
Natural Gas for Roseville Electric - Gas Transaction Confirmation Contact:
Petra Wallace 916-774-5510 [email protected]
Meeting Date: 6/5/2024
Item #: 6.16.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt a resolution to authorize the City Manager to execute a Gas Transaction Confirmation with Shell Energy North America (US) L.P. effective July 1, 2024 through May 31, 2025. Staff also requests approval to exercise the option to extend the agreement for one additional year without any further City Council approval.
BACKGROUND
Roseville’s Main Gas Supplier Agreement (Agreement) sets out the terms and conditions for Shell Energy North America (US) L.P. (Shell) to provide natural gas delivery and balancing services to Roseville Electric Utility for operating the Roseville Energy Park and Roseville Power Plant 2. Roseville entered into the current Agreement on May 6, 2020 and the Agreement is set to expire on May 31, 2025. Transactions under this Agreement are executed pursuant to Roseville’s Energy Trading Authority Policy. The fees associated with the transactions are estimated at $30,000 per year and are included in the annual budget for the Electric Department.
On March 28, 2024 Shell submitted a 90-day termination notice to end the Agreement prior to its scheduled expiration on May 30, 2025. Shell’s reason for exercising the early termination provision is related to the recent high volatility in the natural gas markets since the contract was executed in June 2020. Some of the high market volatility has been attributed to:
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Record high market prices in winter 2022, caused by cold weather and gas transportation failures;
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Failure of private natural gas storage operators to deliver on gas storage contracts during high prices in winter 2022/23; and
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PG&E’s July 2022 implementation of California Public Utilities Commission approved reduction in natural gas storage management which resulted in much lower Northern California gas in storage, contributed to supply shortages in winter 2022/23.
Shell indicated these events have resulted in the company bearing too much short-term market cost risk due to widening transaction price spreads, and the long timelines afforded to Roseville to nominate it’s daily natural gas needs. Working with Shell, an amendment (Gas Transaction Confirmation) was negotiated to balance the cost risk for Shell, shorten Roseville’s daily nomination timeline, and extend to Roseville an option for an additional contract year.
FISCAL IMPACT
The proposed changes associated with the Gas Transaction Confirmation will result in an estimated increase of $125,000 annually. Funding for these costs is included in the proposed FY2024-25 Electric Department budget in the Electric Fund.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. Approval of this amendment meets the above criteria and is not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world
Respectfully Submitted,
Petra Wallace, Power Supply and Portfolio Administrator Dan Beans, Electric Utility Director
ATTACHMENTS:
Description
Resolution 24-197
Gas Transaction Confirmation
RESOLUTION NO. 24-197
APPROVING A GAS TRANSACTION CONFIRMATION, BY AND BETWEEN SHELL ENERGY NORTH AMERICA (US) L.P. AND THE CITY OF ROSEVILLE,
AND AUTHORIZING THE CITY MANAGER TO EXECUTE IT
ON BEHALF OF THE CITY OF ROSEVILLE
WHEREAS, a Gas Transaction Confirmation, by and between Shell Energy North America (US) L.P. and the City of Roseville, has been reviewed by the City Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said confirmation is hereby approved and that the City Manager is authorized to execute it on behalf of the City of Roseville.
BE IT FURTHER RESOLVED that the City Manager or his designee is authorized to execute one (1) additional one (1) year renewals without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is not in the City’s best interest.
PASSED AND ADOPTED by the Council of the City of Roseville this ___ day of ______________, 20__, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
______________________________
MAYOR
ATTEST:
________________________
City Clerk
SHELL ENERGY NORTH AMERICA (US), L.P.
Contract Number: Trade Date:
Contract Date:
12/1/2006
Deal Number:
Deal Maker:
Kunz/Wittenberg/Blatti
GAS TRANSACTION CONFIRMATION
CITY OF ROSEVILLE, CALIFORNIA
2090 Hilltop Circle
Roseville, CA 95747
Attn: Power Supply Manager
Phone: 916-774-5658
Email: [email protected]
This Gas Transaction Confirmation is entered into pursuant to the NAESB Base Contract for Sale and Purchase of Natural Gas Shell Energy , CALIFORNIARoseville
dated December 1, 2006, and all Special Provisions and Addendums and amendments thereto, if any (collectively Contract.
This Confirmation shall confirm and effectuate the agreement between Buyer and Seller regarding the purchase and sale of Gas pursuant to the Contract under the following terms. Defined terms used but not defined herein shall have the meaning ascribed to them in the Contract.
Seller: Shell Energy Buyer: Roseville
Delivery Period
(Term) Delivery Point/Transporter Level of Service
Contract Quantity
(MMBtu Per Day)
Contract Price
(USD Per MMBtu)
July 1, 2024, through
May 31, 2025. Subject to
Special Conditions below
Marketer Pool No. NBAA 1021.
Firm, & Firm Once
Nominated.
Subject to Special
Conditions below
0 to 50,000 MMBtu/Day
Subject to Special
Conditions below
See Special Conditions below
Special Conditions:
1. Delivery Period:
Start Date: July 1, 2024
End Date: May 31, 2025; provided however, this Confirmation shall automatically extend for an additional year beginning June 1, 2025 unless and until either Party provides written notice to the other Party to terminate this Confirmation.
2. Full Requirements; Definitions; Contract Quantity; Nominations:
a. Full Requirements. During the Delivery Period of this Confirmation Shell Energy and Roseville agree that Shell Energy shall be the exclusive Seller to Roseville of daily supply requirements for Gas, up to the Maximum Daily Quantity as defined below, while such exclusivity is also subject to the terms and conditions of (i) the Sleeving Procedure specified below, and (ii) the Third Party Pre-Pay Monthly Quantity and Third Party Physical Gas Hedge Daily Quantity terms and conditions specified below. Furthermore, Roseville is prohibited from selling/re-marketing previously purchased Contract Quantities from Shell Energy to another third-party. Seller shall not be se transactions
with other customers regardless of whether such other customers compete with Buyer.
b. Definitions. Except to the extent a different interpretation is clearly required by the context, the following terms when used herein with initial capitalization shall have the following meanings or, if not defined herein, the meanings given such terms in other parts of the Contract:
means the California Independent System Operator.
Contract Quantitymeans the sum of: (i) the Hedged Contract Quantity; plus (ii) the Month-Ahead Contract Quantity; plus (iii) any Day-Ahead Contract Quantity, plus or minus (as the case may be); plus (iv) any Intra-Day Contract Quantity, plus or minus (as the case may be), all as herein defined and determined.
"Day-Ahead Contract Quantity" means such quantity of Gas per Day delivered to Roseville in excess of (i) Contract Quantity, plus (ii) any applicable Month-Ahead Contract Quantity as Roseville may nominate to Shell Energy for a particular Day by no later than 5:30 a.m. prevailing Pacific time ("PPT") on the Trading Day immediately prior to the applicable Gas flow Day(s).
Shell Energy North America (US), L.P. Date: 4/XX/2024 Deal Number:
2 "Hedged Contract Quantity" means such quantities of Gas (specified as a daily quantity in equal quantities each Day during the Month) delivered to Roseville Roseville
from July 1, 2024, through and including May 31, 2025 and as extended per this FR Transaction Confirmation ..
"Intra-Day Contract Quantity" means such quantity of Gas per Day as Roseville may nominate to Shell Energy after 5:30 a.m.
PPT on the Trading Day immediately prior to the applicable Gas flow Day(s), or during such Gas flow Day if such Day is also a Trading Day, (i act Quantity, any Month-Ahead Contract
Quantity and any Day-Ahead Contract Quantity, or (ii) for re-sale to Shell Energy in an amount up to the sum of Hedged Contract Quantity, Month-Ahead Contract Quantity and Day-Ahead Contract Quantity, if any. Any Intra-Day Contract tion and
shall be for such quantities and at such prices and on such terms and conditions as the parties may agree. If Roseville and Shell Energy fail to agree to an Intra-Day Contact Quantity, then the Intra-Day Contact Quantity shall be deemed to be zero for the applicable Day(s).
Maximum Daily Quantity means, the sum of (i) Contract Quantity plus (ii) any Usage Quantity for any Day, up to but not in excess of a total delivery maximum of 50,000 MMBtus per Day during the Delivery Period; provided, Shell Energy at its sole option may sell and deliver Contract Quantities in excess of the Maximum Daily Quantity, if Roseville and Shell Energy agree to terms for such additional quantities.
"Month-Ahead Contract Quantity" means such quantity of Gas nominated by and delivered to Roseville each Day in excess of the Hedged Contract Quantity, which shall be in equal daily quantities each Day during a Month) for the upcoming Month or Months at pricing as mutually agreed to by Roseville and Shell Energy in a Confirmation. If Roseville and Shell Energy fail to agree to a Month-Ahead Contract Quantity, then the Month-Ahead Contract Quantity shall be deemed to be zero for the applicable Month(s).
- means such quantity of Gas purchases by Roseville from third party suppliers under a natural gas muni-prepay agreement with a predefined set monthly scheduled quantity to be delivered at the Delivery Point for r for re-delivery to Roseville. Shell
Energy must receive notification of any PPQ volumes or changes for the upcoming Month(s) no later than five (5) Business Days prior to the first Trading Day of the delivery Month.
means any such quantity of Gas per Day purchased by Roseville from third party suppliers under a natural gas physical hedge agreement with a predefined set scheduled quantity to be delivered at the equal daily quantities for re-delivery to
Roseville. Shell Energy must receive notification of any HDQ for the upcoming Day(s) no later than the Trading Day prior to the Day of delivery.
Trading Day as designated in the Next Day Trading Calendar for Physical Gas published by the
Usage Deviation Quantity has the meaning defined below in Special Condition 5.b.
c. Ordering of Gas Sales. During any Day on which Roseville has nominated quantities of Gas to Shell Energy for Scheduling, the quantities of Gas delivered to Roseville shall be ordered as follows: (1) the first quantities of Gas delivered during a Day shall be deemed to be the Hedged Contract Quantity, (2) quantities of Gas delivered in excess of the Hedged Contract Quantity during the Day shall be deemed to be any Month-Ahead Contract Quantity, (3) quantities of Gas delivered in excess of the Hedged and any Month-Ahead Contract Quantities during the Day shall be deemed to be any Day-Ahead Contract Quantity, (4) any quantities of Gas delivered in excess of any Hedged, Month- Ahead and Day-Ahead Quantities during the Day shall be deemed to be any Intra-Day Contract Quantity, and (5) any quantities of Gas delivered in excess of the Contract Quantity during the Day shall be Usage Deviation Quantities. For the avoidance of doubt, the applicable PPQ and HDQ shall be first through the meter to Roseville on any Day prior to the Ordering of Gas Sales as provided above.
d. Nomination and Scheduling of PPQ and HDQ. Roseville and Shell Energy agree and acknowledge that Shell Energy will Roseville from the PG&E city-gate for re-
delivery to Roseville; provided, however, any Firm delivery default by such a Third-Party Supplier of any PPQ or HDQ volumes shall not be considered a Firm delivery default by Shell Energy to Roseville and accordingly Shell Energy shall not be liable to Roseville for damages under Section 3 of the Contract for any such Firm delivery default by the Third-Party Supplier, and (ii) Shell Energy shall not be responsible for Imbalance Charges incurred by Roseville under Sections 4.3 or 11.3 (with respect to Imbalance Charges during Force Majeure) of the Contract or otherwise, resulting from the failure of a Third Party Supplier to deliver Scheduled Gas under such PPQ and HDQ transactions.
3. Contract Price: The following prices shall apply to the applicable Contract Quantity types described above, as follows:
a. Hedged. Gas sold by Shell Energy to Roseville as Hedged Contract Quantities shall be priced per MMBtu as specified in each applicable Gas Transaction Confirmation(s).
b. Month-Ahead. Gas sold by Shell Energy to Roseville as Month-Ahead Contract Quantities shall be priced per MMBtu at a Fixed Price or First of the Month price as mutually agreed to by the parties and as specified in each applicable Gas Transaction Confirmation.
Shell Energy North America (US), L.P. Date: 4/XX/2024 Deal Number:
3 c. Day-Ahead . Gas sold by Shell Energy to Roseville as Day-Ahead Contract Quantities shall be priced per MMBtu at the price specified in Gas Daily, Daily Price Survey PG&E city-gate , plus $0.05 per MMBtu.
Any Day-Ahead quantities that Roseville -
over each Day of a weekend or holiday. For any such Day- - Roseville shall sell and Shell Energy shall purchase any Day-Ahead Contract Quantities that reduce the Hedged or Month-Ahead Contract Quantities at a price per MMBtu specified in Gas Daily, Daily Price Survey PG&E city-gate , minus $0.05 per MMBtu. For the avoidance of doubt, Shell Energy and Roseville agree that the Daily buy-back of any Month-Ahead Contract Quantities shall occur prior to the Daily Buy-Back of any Hedged Contract Quantities.
In the event there is no single price published for a referenced location for a Day, but there is published a range of prices, then the price shall be the average of such high and low prices. If no price or range of prices is published for a Day, or if the referenced publication is no longer available, then the price shall be determined by reference to an alternate reference as provided below.
d. Intra-Day & Usage. Gas sold by Shell Energy to Roseville, or from Roseville to Shell Energy, in Intra-Day Contract Quantity Gas Transactions shall be at a Contract Price as mutually agreed to by the parties. Any such Intra-Day Gas Transaction shall be effectuated in accordance with all relevant terms of the Contract. Gas sold by Shell Energy to Roseville, or from Roseville to Shell Energy, as Usage Usage Provisions
4. Sleeving Service: Upon request by Roseville and upon satisfaction of conditions set forth in the Sleeving Procedure (as defined below) and otherwise herein Roseville for up to 10,000 per Day of any of their HDQ quantities (which Roseville may seek to enter into after execution of this Transaction Confirmation) through Shell Energy in exchange for a $0.01 per MMBtu fee Sleeving Fee. For any such sleeving transactions entered into by Shell Energy at the request of Roseville pursuant to this Special Condition 4, Roseville and Shell Energy agree and acknowledge that (i) any Firm delivery default by a Third-Party Supplier (defined below) under such HDQ sleeving transactions shall not be considered a Firm delivery default by Shell Energy to Roseville for the corresponding quantity under this Confirmation, and accordingly Shell Energy shall not be liable to Roseville for damages under Section 3 of the Contract for such Firm delivery default by the Third-Party Supplier, and (ii) Shell Energy shall not be responsible for Imbalance Charges incurred by Roseville under Sections 4.3 or 11.3 (with respect to Imbalance Charges during Force Majeure) of the Contract or otherwise, resulting from the failure of a Third Party Supplier to deliver Scheduled Gas under such sleeving transactions. For the avoidance of doubt and with regard to the exclusivity obligation, such Sleeving Service requirement shall not apply to any PPQ or HDQ Third-Party transactions executed by the Buyer prior to the execution of this Confirmation Delivery Period, but such process shall be required for, and applied to, any new HDQ Third-Party transaction(s) proposed to be executed by the Buyer (and scheduled for delivery by Shell Energy) on or after the execution of this Transaction Confirmation until the end of the Delivery Period herein. For the avoidance of any doubt, Roseville may transact for PPQ Third Party Transactions during the Delivery Period of this Transaction Confirmation and such volumes are not subject to such Sleeving or exclusivity requirements; provided, Roseville shall timely inform Shell Energy of any such new PPQ volumes as required hereunder, and such PPQ
per Special Condition 2.d. above, same as any existing PPQ volumes.
Sleeving Procedure Roseville may obtain a Gas sleeving service from Shell Energy:
A. if Roseville desires to enter into a Sleeved Transaction, Roseville shall provide Shell Energy with a quote from a Third-Party Supplier for the purchase of Gas for delivery at the Roseville meter behind PG&E city-gate Third-Party Quote Such Third-Party Quote shall include the following information: (i) legal name of Third-Party Supplier; (ii) volume (up to 10,000 MMBtu max); (iii) term; and (iv) price. Sleeved Transaction -to-back transaction for the purchase and sale of Gas, where Roseville desires that Shell Energy purchase Gas from a third party for resale to Roseville.
B. Shell Energy shall review the Third-Party Quote.
C. Prior to entering into any Sleeved Transaction, Shell Energy shall have the opportunity to provide Roseville with a quote (the Last Look Quote Roseville may purchase Gas from Shell Energy pursuant to the terms of such Last Look Quote.
D. If the price in Shell Last Look Quote is equal to or less than the sum of (i) the price in the Third-Party Quote and (ii) the Sleeving Fee, then Roseville shall purchase such Gas from Shell Energy pursuant to the terms of such Last Look Quote.
E. If Shell Energy is not willing to match the Third-Party Quote at an aggregate price (inclusive of the Sleeving Fee) that is equal to or less than that of the Third-Party Quote, then Shell Energy will enter into a Sleeved Transaction with respect to the Third-Party Quote; provided that the following conditions are satisfied: (i) no Event of Default has occurred and is continuing; (ii) Shell Energy must have an existing natural gas contractual relationship with the Third-Party Supplier; (iii) the Third-Party Supplier must meet the Shell credit requirements (including sufficient credit capacity granted to such Third-Party Supplier by Shell Energy and to Shell Energy by such Third-Party Supplier, for the proposed Sleeved Transaction, in addition to the credit capacity utilized by Shell Energy for its own business purposes with such Third-Party Supplier); (iv) Shell Energy, Roseville and the Third-Party Supplier must confirm the details of the Third-Party Quote in real time and Shell Energy and such Third-Party Supplier must be Shell Energy North America (US), L.P. Date: 4/XX/2024 Deal Number:
4 able to complete a definitive agreement upon terms equivalent to or better than those terms offered in the Third-Party Quote. Shell Energy does not guarantee that it will be able to enter into a definitive agreement with any Third-Party Supplier; and (v) the transaction price for the Sleeved Transaction shall be equal to the Third-Party Quote plus the Sleeving Fee.
F. Under no circumstances will Shell Energy be obligated to enter into a transaction with any Third-Party Supplier who, in Shell sole discretion, is not creditworthy or would require Shell Energy provide any form of credit support (other than reliance on Shell general balance sheet).
5. Scheduling, Usage, Operational Flow Order Provisions:
a. Scheduling Agent.
Point. Except as otherwise specifically provided in this Confirmation nothing herein shall change the responsibilities of the parties under the Contract.
b. Usage Deviation Quantities. Buyer shall provide, or authorize Seller to receive, all information necessary for Seller to nominate Confirmation. The parties recognize that
Rosevilleoperations and usage at its PG&E city-gate meter, including, but not limited to, Roseville-election to bid into the CAISO Energy Imbalance Market (EIM), and CAISO dispatch of the Roseville Energy Plant, will cause the actual usage of Gas to deviate from Contact Quantity amounts at the Delivery Point(s) Usage Deviation Quantities. Because such Usage Deviation Quantities included in the Contract Quantities, the
Usage Deviation Quantities shall be priced as provided below:
Excess/Under Receipts. For daily quantities of Gas utilized by Buyer in excess of the Contract Quantity as a result of such Gas usage, Seller shall sell to Buyer or Buyer shall purchase from Seller any such excess or under receipt quantities of Gas, as applicable (for sales of excess Gas to Buyer, to the extent Gas is available in the market), under the following quantity and pricing structure:
First Tranche: 0 to +/- 2000 MMBtu on such Day:
If Roseville is Long (Underburn) between 0-2000 MMBtu (resulting in a Shell Energy buyback) such quantities shall be priced at Platts, Gas Daily, PG&E city-gate, plus $0.05 per MMBtu If Roseville is Short (Overburn) between 0-2000 MMBtu (resulting in a Shell Energy sale), such quantities shall be priced at Platts, Gas Daily, PG&E city-gate, plus $0.05 per MMBtu Second Tranche: For any such Gas quantities in excess of 2000 MMBtu on same Day:
If Roseville is Long (Underburn), all such quantities in excess of 2000 MMBtu per Day shall be priced at the lower of (i) Platts, Gas Daily, PG&E city-gate, minus $0.15 per MMBtu for such Gas Day; or (ii) Platts Gas Daily PG&E city- gate, minus $0.15 per MMBtu for the following ICE Trading Day If Roseville is Short (Overburn), all such quantities in excess of 2000 MMBtu per Day shall be priced at the higher of: (i) Platts, Gas Daily, PG&E city-gate, plus $0.25 per MMBtu for such Gas Day; or (ii) Platts Gas Daily PG&E city- gate, plus $0.25 per MMBtu for the following ICE Trading Day
c. Operational Flow Orders. In addition to the above Usage Deviation Quantities, Buyer shall be responsible for any and all daily associated penalties, cash outs, or non-compliance charges imposed on Seller pursuant to PG&T Gas Rule No. 21 that are attributable to Shortfall Imbalance outside of the
to the contrary,
Shell Energy shall be responsible for only those penalties caused by Shell Energy actually imposed upon it by PG&E in the case where, after receiving proper notice from Roseville in accordance with Section 3 above, Shell Energy fails to schedule and deliver to the Delivery Point all contract quantities, except any Third Party Receipts.
6. Other Matters:
a. Transportation Requirements. Gas delivered and received hereunder shall be in accordance with all operating requirements of
b. Change in Law Roseville a new law or regulation which renders the purchase or sale of Gas at the Delivery Point provided under this Confirmation illegal or unenforceable, then either Party shall at such time have the right to deliver a notice of its intent terminate this Confirmation to the other Party. Upon delivery of a Notice pursuant to this Special Condition by one Party to the other, Shell Energy and Roseville shall engage in good faith negotiations in an attempt to negotiate a new agreement resulting in substantially the same economic benefits as this Confirmation.
Shell Energy North America (US), L.P. Date: 4/XX/2024 Deal Number:
5 c. Dodd Frank Representations. The parties agree that this transaction is a forward contract within the meaning of the Commodity Forward Contract
upon such agreement, as of the date the transaction is entered into:
(i) each party represents to the other that it is a commercial market participant with respect to the specified commodity; (ii) each party represents to the other that it intends to make or take physical delivery of the specified nonfinancial commodity; and
(iii) if this transaction includes any volumetric optionality, the holder of such optionality represents to the other party (a) that such optionality is primarily intended to address physical factors (such as weather, environmental factors, customer demand, available production, transport, shipping, operational constraints, or other physical factors) or regulatory requirements that reasonably influence demand for, or the supply of, the specified nonfinancial commodity; and (b) that such optionality is not primarily intended to address price risk.
To the extent the transaction is deemed to be a commodity option:
(i) the seller of the option represents to the buyer of the option that in connection with this transaction, the seller of the option is either (a) an eligible c ECP Act
CFTC
merchant handling the commodity that is the subject of this transaction, or the products or byproducts thereof, and is offering or entering into this transaction solely for purposes related to its business as such; (ii) the buyer of the option represents to the seller of the option that in connection with this transaction the buyer of the option is a producer, processor, commercial user of or a merchant handling the commodity that is the subject of this transaction or the products or byproducts thereof and is offering or entering into this transaction solely for purposes related to its business as such; and
(iii) each party represents to the other that the option, if exercised, would result in the sale of an exempt commodity for immediate or deferred delivery.
This Confirmation is being provided pursuant to and in accordance with the Contract between Shell Energy and Roseville and constitutes part of and is subject to all of the provisions of the Contract. With respect to the above stated Deal Number identifying this specific transaction, this Confirmation shall supersede any prior Confirmations of this specific transaction.
Please evidence your acceptance of this Confirmation by signing below and returning a faxed copy to Shell Energy. If no facsimile objection to this Confirmation is received by Shell Energy by 5:00 p.m., HOUSTON, Texas time, within two (2) Business Days after delivery of this Confirmation to Roseville (unless otherwise specified in the Contract), then this Confirmation shall be the final expression of all the terms hereof and shall be binding and enforceable against Seller and Buyer regardless of whether executed by Roseville.
CITY OF ROSEVILLE, CALIFORNIA SHELL ENERGY NORTH AMERICA (US), L.P.
Per: _____________________________________________ Per:
Name/Title: _____________________________________________Name/Title:
Date: ______________________________________________ Date:
Please return the signed confirmation to the following email address: [email protected] Questions and comments should be directed to Contract Administration at: Phone: (713) 230-7505 or email TR-Contract- [email protected] [email protected].
Shell Energy North America (US), L.P., 1000 Main Street, Level 12 Houston, TX 77002
COUNCIL COMMUNICATION
CC #:
3364
File #:
0800-03
Title:
Payment Gateway and Processor Services - Professional Services Agreement Contact:
Kerri Crosby 916-746-1263 [email protected]
Meeting Date: 6/5/2024
Item #: 6.17.
RECOMMENDATION TO COUNCIL
Staff recommends that the City Council adopt a resolution authorizing the City Manager to execute a Professional Services Agreement with Invoice Cloud, Inc. for payment gateway and processor services. Staff additionally requests authority for the City Manager, or his designee, to execute two (2) additional one (1) year renewals without further Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same consultant is not in the City's best interest.
BACKGROUND
The City of Roseville has over 76,000 utility billing customers and processes over 350,000 credit card payments annually. The City presently uses Invoice Cloud, Inc. as its credit card payment processor. In 2015, the City selected Invoice Cloud, Inc. after a competitive bidding process.
Invoice Cloud, Inc. has been a great partner and has met our requirements as the City has grown.
However, given the original agreement dates back to 2015, a new Request for Proposals (RFP) was issued to ensure that the City is getting the best services and pricing to meet our customers’ needs.
It’s important that the City continue to partner with an integrated payment provider such as Invoice Cloud, Inc. to streamline operations, enhance security, and deliver an exceptional customer experience. Invoice Cloud provides real-time interfaces with Cayenta, the City's utility billing system, and Selectron, our Interactive Voice Response (IVR) phone system used to facilitate utility billing payments. Credit card payment services are an essential service to utility billing customers.
The RFP for Payment Gateway and Processor Services was issued on February 12, 2024. The RFP closed on March 6, 2024, and a selection committee reviewed the proposals and selected Invoice Cloud, Inc. for recommendation to City Council based on their experience, price, and their ability to meet the City's needs.
FISCAL IMPACT
Funding for this agreement, totaling $550,000 in FY2024-25, is included in the Electric and Environmental Utilities Department proposed FY2024-25 budgets. The agreement will be funded by funds available in the Electric Fund ($275,000), Water Fund ($91,667), Wastewater Fund ($91,667) and Waste Services Fund ($91,666). Given the total cost of this agreement is determined by the number of customer transactions, which increase significantly each year, staff recommends the City Council provide authorization to adjust the agreement cost based on the amount included in future year adopted budgets. There is no impact to the City's General Fund.
ENVIRONMENTAL REVIEW
The California Environmental Quality Act (CEQA) does not apply to activities that will not result in a direct or reasonably foreseeable indirect physical change in the environment or is otherwise not considered a project as defined by CEQA Statute §21065 and CEQA State Guidelines §15060(c)(3) and §15378. Approval of the Invoice Cloud, Inc. agreement meets the above criteria and is not subject to CEQA. No additional environmental review is required.
CITY COUNCIL STRATEGIC PLAN/OVERARCHING GOALS
Goal A - Remain fiscally responsible in a changing world Goal E - Deliver exceptional city services
Respectfully Submitted,
Kerri Crosby, Senior Utility Billing Analyst
Daniel Beans, Electric Utility Director
_____________________________
Dominick Casey, City Manager
ATTACHMENTS:
Description
Resolution 24-164
Signed PSA
RFP Proposal
RESOLUTION NO. 24-164
APPROVING A PROFESSIONAL SERVICES AGREEMENT, BY AND BETWEEN THE CITY OF ROSEVILLE AND INVOICE CLOUD, INC., AND AUTHORIZING THE CITY
MANAGER TO EXECUTE IT ON BEHALF OF THE CITY OF ROSEVILLE
WHEREAS, a professional services agreement for call payment gateway and processor services, by and between the City of Roseville and Invoice Cloud, Inc., has been reviewed by the City Council; and
NOW, THEREFORE, BE IT RESOLVED by the Council of the City of Roseville that said agreement is hereby approved and that the City Manager is authorized to execute it on behalf of the City of Roseville.
BE IT FURTHER RESOLVED that the City Manager or his designee is authorized to execute two (2) additional one (1) year renewals without further City Council approval, provided that the applicable budget is approved by the City Council each year, or until City staff determines that continuing with the same vendor is not in the City’s best interest.
PASSED AND ADOPTED by the Council of the City of Roseville this day of , 2024, by the following vote on roll call:
AYES COUNCILMEMBERS:
NOES COUNCILMEMBERS:
ABSENT COUNCILMEMBERS:
MAYOR
ATTEST:
City Clerk
EC
Daniel Beans (May 22, 2024 17:00 PDT)
REQUESTED PROPOSAL FOR
Carlyn Altheide
Director of Enterprise Sales
30 Braintree Hill Office Park, Suite 303
Braintree, MA 02184
925.705.5900
[email protected]
www.invoicecloud.com
Source Selection Sensitive © 2024
This proposal contains source selection sensitive information to help the City of Roseville select the most qualified vendor with the best technical solution at the best value. No information in this proposal is considered confidential or proprietary. However, should any party outside of the City’s evaluation team request a copy of this proposal, InvoiceCloud asks that the City please notify us.
RFP #07-099, Payment Gateway and
Processor Services
March 6, 2023
PRESENTED TO
City of Roseville
Attn: City Clerk
Department 311
Vernon Street
Roseville, CA 95678
Invoice Cloud, Inc. • 30 Braintree Hill Office Park, Suite 303 • Braintree, MA 02184 Corporate Tel. 781.848.3733 • Client Support Tel. 901.737.8686 City of Roseville
Attn: City Clerk
Department 311
Vernon Street
Roseville, CA 95678
March 6, 2024
Re: RFP #07-099, Payment Gateway and Processor Services InvoiceCloud will perform the services and adhere to the requirements described in this RFP. During our 6+ years live with Roseville, InvoiceCloud has not only met the City’s original RFP requirements and goals, but we continue to exceed them as evidenced by the dramatic digital adoption results, significant and continued impact on your operational efficiency. Roseville Utility has been an ideal client-partner for InvoiceCloud. Your team has provided invaluable feedback – both positive and constructive when necessary - to our Implementation, Product, Engineering and Operations teams, suggesting, and supporting improvements with our Cayenta CIS real time integration and the platform itself. The City’s willingness to join InvoiceCloud in industry speaking engagements, case studies, and numerous RFP reference calls each year further proves our view of this engagement with Roseville as a client-partner, not a “vendor” relationship. The InvoiceCloud team genuinely appreciates the trust you put into our organization; this is something we do not take for granted.
Since switching to InvoiceCloud in 2017, the City of Roseville has increased electronic payments by 58%.
In 2023 alone, InvoiceCloud received nearly 550,000 City utility payments, processing roughly $145.9M—58.4% of utility bills—through entirely digital channels. InvoiceCloud's AutoPay accounts for nearly 30% of the City of Roseville 's digital payments in 2023, which both registered and guest (one- time) City customers set and then forgot through InvoiceCloud. The City has also increased paperless adoption by more than 230%, sending over 50% of all bills digitally and saving more than $1.5 million since go-live in print/mail costs alone. But we do not take our performance to-date for granted, either.
InvoiceCloud has fostered the relationships and technology to ensure that the City of Roseville
continues exceeding goals, year-over-year, by driving digital e-billing and payment adoption,
Invoice Cloud, Inc. • 30 Braintree Hill Office Park, Suite 303 • Braintree, MA 02184 Corporate Tel. 781.848.3733 • Client Support Tel. 901.737.8686 reducing in-bound calls, foot traffic, paper checks, by retaining InvoiceCloud's true SaaS, friction-reducing EBPP solution.
Our unique combination of design factors ensures the City continues to innovate for the next five years and beyond and builds on its success:
• Conversion: Continue driving e-adoption, not plateauing or losing existing enrollment, by retaining InvoiceCloud's industry-leading adoption engine and continuous innovations to remove friction from the billing and payment process. When the City last went to RFP in 2015, e-adoption had plateaued for several years with its previous Payment Gateway and Processor Services provider. The City has not plateaued in 6 years with InvoiceCloud and will not for the next five years. We continue to innovate our platform on the City's behalf through our true SaaS updates every month, not locking the City into a 'frozen-in-time' version that may only be upgraded in each contract iteration.
• Communication: Continue engaging customers how and when they most prefer, further driving digital adoption through the billing and payment process with our intelligent communications. The City's current adoption has been driven by InvoiceCloud's customer engagement engine. Our automated, intelligent emails engage the City's customers when they most prefer: when receiving and paying their bill. All emails contain the City 's branding, a direct call to action, and links that take your customers specifically to their bill. • Connection: Continue innovating the Utility's entire CX technology portfolio through InvoiceCloud's deep bench of technology partners and proven collaboration. The City is currently considering an upgrade in customer self-service (CSS) portals while renewing EBPP providers. It is also critical to maintain the preferred EBPP integration of Harris Cayenta , Selectron, and InfoSend to prevent glitches between billing and payments. InvoiceCloud helps the City select the best CSS option and maintain our partners' preferred EBPP integration for your staff and customers through our partner-driven approach to designing and implementing integrations. We collaborate so well with our peers in the billing and payments space that our solution has been endorsed by the City 's current CIS, CSS, IVR, and bill print/mail providers. • Cloud: Continue to innovate and increase efficiency every month, not every 5+ years, through InvoiceCloud's true SaaS updates. The key reason why the City has not plateaued in adoption over the past six years is because it receives SaaS enhancements every month, and those updates required little-to-no effort by the City. This is only possible through a true SaaS Payment Gateway and Processor Services solution, as any other architecture means being locked into a
Invoice Cloud, Inc. • 30 Braintree Hill Office Park, Suite 303 • Braintree, MA 02184 Corporate Tel. 781.848.3733 • Client Support Tel. 901.737.8686 software version from one contract to the next. InvoiceCloud keeps the City at the cutting edge with no further purchases needed. InvoiceCloud has enhanced our system with more than 60 product releases since 2016 based on feedback from the City, 2,900+ other clients, and our own expertise informed by direct involvement with the financial technology space.
We appreciate the effort that you have put into this thorough request for proposal, and we believe we have proven how we will continue to exceed the City of Roseville and customer expectations today and in the future. We have provided competitive pricing based on your current processing volumes and comparable InvoiceCloud contracts. If the City of Roseville ranks InvoiceCloud as their preferred solution on technical merit for Experience & Qualifications, Project Understanding, and Ability to Meet Requirements, InvoiceCloud is committed to negotiating the pricing strategy with the City as part of service agreement discussions, as a whole.
Should the City have any questions about our offer, please contact our Director of Enterprise Sales, Ms.
Carlyn Altheide. She is available by both phone (925.705.5900) and email ([email protected]).
Thank you for considering InvoiceCloud.
Kevin O'Brien
President, Enterprise Solutions
InvoiceCloud and EngageSmart
781.848.3733
[email protected]
A Division of N. Harris Computer Corporation
A Division of N. Harris Computer Corporation
8333 Eastlake Dr • Way Suite 101 • Burnaby B.C. • V5A4W2
Phone | 866.229.3682 Fax | 604.291.0742 Web | cayenta.com
February 29, 2024
Dear City of Roseville, CA Team,
I am writing to offer our highest endorsement of InvoiceCloud for your RFP related to Payment Processing Services. InvoiceCloud is not only the preferred Electronic Bill Presentment and Electronic Payment (EBPP) partner of Cayenta, they are also one of the most trusted and widely used EBPP providers within Harris Computer Systems. InvoiceCloud is partnered with over 25+ Cayenta clients, and more than 400 Harris Utilities clients across the U.S.
As the City of Roseville has experienced, the combined solution we have built together provides a best-in-class experience for you and your payers, and it is unlike any other integration to an electronic bill presentment and payment company. Together, we deliver a proven, integrated engagement platform and payment processing services utilizing single sign-on and embedded InvoiceCloud payment pages.
This includes real-time data sharing, a secure, reliable, and seamless customer experience where utility customers can address their needs via intuitive self-service. Together, Cayenta and InvoiceCloud produce transformational results tied to customer satisfaction, increased enrollment, and payment services.
We highly recommend maintaining InvoiceCloud as your chosen EBPP service provider for the City of Roseville.
Sincerely,
Barry Dunphy,
Executive Vice President
[email protected]
716-402-2333
Connected, Configurable, Complete.
12323 SW 66th Ave | Portland, OR 97223
Phone: 866.878.0048 | Fax: 503.443.2052
www.selectron.com | [email protected]
March 6, 2024
City of Roseville
Attn: Kerri Crosby
City Clerk Department
311 Vernon St
Roseville CA 95678
RE: Payment Gateway and Processor Services-RFP #07-099
Dear Ms. Crosby:
As a long time partner with the City of Roseville and your current Interactive Voice Response (IVR) and Outbound communication provider for Utility Billing, Selectron is providing this letter of recommendation to Invoice Cloud for this Payment Gateway and Processor Services RFP project.
Invoice Cloud is a recognized leader in payment processing for the Government and Utility marketplace.
Similar to Selectron, Invoice Cloud is a recognized business partner who is integrated to multiple utility CIS systems, including Harris-Cayenta. For several years, Selectron and Invoice Cloud have partnered to provide easy, secure and reliable solutions to the citizens of Roseville 24/7/365.
We believe this joint solution limits the City’s cost and risk of payment acceptance via the use of our PCI Level 1 compliant platforms. In addition, we work together to provide the best customer service possible and to maintain a relationship with the City of Roseville to continue to enhance our solutions and meet the City’s present and future goals.
We appreciate your consideration of this recommendation as you review vendor proposals and make your decision regarding this project.
Sincerely,
Todd Johnston, CEO
Selectron Technologies
4240 E. La Palma Avenue, Anaheim, CA 92807 | P: 800.955.9330 • F: 714.993.1306
February 29, 2024
Subject: RFP - #07-003
Payment Gateway and Processor Services
City of Roseville RFP Committee,
I am writing to offer our highest endorsement of InvoiceCloud for your Request for Proposal to provide Payment Gateway and Processor Services. InvoiceCloud and InfoSend maintain a strong and collaborative relationship utilizing our proven integration to present documents to customers in real time.
Over the last decade, InfoSend has worked closely with InvoiceCloud to co-develop the integration to support mutual clients including The City of Roseville and many others such as, The City of Ocala, The City of Portland, and The City of Santa Barbara. We share common values and goals to help our customers reduce friction in collections, reduce reconciliation efforts, and create a seamless and simplified experience for your customers.
As I’ve experienced first-hand, the InvoiceCloud solutions engineering and development group are an adept group, and their platform has been Software-as-a-Service (SaaS) from day one, thus futureproofing our clients and their customers in the advancement of electronic payments and customer experience. They keep our clients at the forefront of payment technology with zero lift from my teams to support their monthly product releases. Finally, their implementation and support are second to none, putting their clients first and foremost, always.
InvoiceCloud has a solid reputation for delivering excellence in customer support, integration architecture, and implementations. The combined solution we have built together provides a best-in- class experience for you and your payers.
Sincerely,
Russell Alberti
Vice President of Sales
InfoSend, Inc.
RFP #07-099 | Payment Gateway and Processor Services
So urce Selection Sensitive © 2024 | 1
Signature Requirements
1. The attached Proposer’s Certification (Attachment A) shall be executed by an official(s) legally authorized to bind the Consultant which states that the proposal is valid for ninety (90) days. Include the executed copy of the Proposer’s Certification under Tab G. Note: This is ninety (90) days following the closing date for the receipt of all proposals.
InvoiceCloud provides our Proposer's Certification in Tab G below signed by our corporation's president, Mr. Kevin O'Brien.
a. Proposals submitted on behalf of a Partnership shall be signed in the firm name by a partner or the Attorney-in-Fact. If signed by the Attorney-in- Fact, there shall be attached to the proposal a Power-of-Attorney evidencing authority to sign proposals, dated the same date as the proposal and executed by all partners of the firm.
N/A
b. Proposals which are submitted on behalf of a Corporation shall have the correct corporate name thereon and the actual signature of the authorized officer of the corporation written (not typed) below the corporate name.
The title of the office held by the person signing for the corporation shall appear below the signature of the officer.
This proposal is submitted on behalf of InvoiceCloud, Inc., a corporation, and is signed by our authorized officer, Mr. Kevin O'Brien. Mr. O'Brien's title of President of Invoice Cloud, Inc. appears below his signature.
c. Proposals which are submitted on behalf of a Limited Liability Company (“LLC”) shall be signed by the person or persons authorized to bind the LLC under the LLC’s articles of organization.
N/A
d. Proposals which are submitted by an Individual Doing Business under a firm name (“dba”) shall be signed in the name of the individual doing business under the proper firm name and style.
N/A
RFP #07-099 | Payment Gateway and Processor Services
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Tab A Firm’s Qualifications
1. Describe your firm and provide a statement of your firm's qualifications for performing the requested services.
InvoiceCloud has demonstrated experience and
expertise in providing EBPP services for more
than 14 years, which is evidenced by
our
industry-leading 98% client retention and 2 -
3x customer adoption rates. We currently
support more than 2,900 live clients across all 50
states, including the City of Roseville. We
integrate with more than 200 unique software
and hardware systems, ranging from out-of-the-
box commercial Customer Information Systems
(CISs), like Harris Cayenta , to custom and in-
house developed systems. We also have co-
developed single sign-on (SSO) integrations with
many of our partners—including Harris
Silverblaze, Accelerated Innovations, and more—
to embed our full EBPP into third-party portals.
Since 2009, InvoiceCloud has provided clients the easy-to-use payment experience that consumers expect based on doing online business with Fortune 100 companies, such as American Express, Geico, Capital One, or Amazon.com. Payers do not ’forgive’ a smaller organization’s online experience due to fewer resources; they expect everything to be simple and instantaneous. For InvoiceCloud, platform design is paramount to deliver the best results for our clients and your customers. Just adding payment channels for our customers has limited usefulness. We design our payment channels to significantly increase self-service and e-bill adoption while simultaneously reducing payment-related calls to your call center.
InvoiceCloud consistently delivers the highest adopting/conversion rates over the competition. We have replaced all of our major competitors in the EBPP space and achieve 78 - 150% increases in electronic payments over the former platforms. We incorporate four key design elements that, in combination, deliver an unmatched EBPP solution and results to our clients:
Invoice Cloud by the Numbers
• 15 years of experience, 6 with City of Roseville
• 200+ different software integrations
• 2,900+ municipal and utility clients in all 50
states, including City of Roseville
• $25B+ processed payments in 2022 (roughly
110M payments)
• 59% average customer adoption increase in the
first year of service
• 104% average paperless billing adoption
• 39% average fewer customer calls
• 99.9%+ system up-time
• PCI Level 1 and SSAE 18 (SOC 1 and 2) certified
for online payment security
• 98% client retention rate
RFP #07-099 | Payment Gateway and Processor Services
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• Conversion. The design of the payment channels – how easy it is to enroll in the self-service options, and how easy it is to pay through them – is how InvoiceCloud achieves the industry's best e- payment adoption rates.
• Communication. Our intelligent communications engine with event-based reminders (text, e-mail, phone) sent only to payers who have yet to act. This automates communication between you and your customers, drives down call center volume by 30 - 50%, and increases conversion to self- service.
• Connection. Our implementation and integration methodology is best in class, making it simple to install for our clients so they can reap the benefits in 60 - 120 days after signing. • Cloud. We maintain a single instance, multi-tenant cloud native solution, so our clients never have to do upgrades or updates to keep up with new technology.
InvoiceCloud’s focus in these four areas has resulted in our average client achieving a 59% increase in customer e-adoption, a 104% increase in paperless enrollment in year 1--while also seeing a 39% reduction in payment-related CSR calls. E-adoption is the only metric that can demonstrate which solution customers prefer and use, and InvoiceCloud's e-adoption only grows year-over-year as we improve our true SaaS solution on your behalf.
Higher e-adoption means our system is easier to use, has the most comprehensive set of features for flexibility, and has the best interface and marketing techniques to drive self-service usage, and since switching to InvoiceCloud in 2017, the City of Roseville has increased electronic payments by 58%. In 2023 alone, InvoiceCloud received nearly 550,000 City utility payments, processing roughly $145.9M—
58.4% of utility bills—through entirely digital channels. InvoiceCloud's AutoPay accounts for nearly 30% of the City of Roseville’s digital payments came in 2023, which both registered and guest (one-time) City customers set and then forgot through InvoiceCloud. The City has also increased paperless adoption by more than 230%, sending over 50% of all bills digitally and saving more than $1.5 million since go-live in print/mail costs alone (Figure A-1).
RFP #07-099 | Payment Gateway and Processor Services
So urce Selection Sensitive © 2024 | A-3
Figure A-1. The City of Roseville’s Customer e-Adoption since 2017. More than half of all City utility bills are received and paid digitally through InvoiceCloud, saving the City more than $1.5M in print/mail costs alone.
2. Identify the services which would be completed by your firm's staff and those that would be provided by sub- consultants or sub-contractors, if any.
InvoiceCloud provides a fully in-house SaaS and omnichannel EBPP solution and does not subcontract the delivery of our product or services.
InvoiceCloud processes all credit card and ACH transactions through our payment processor, Chase Paymentech, and American Express directly. Our established relationship with Chase Paymentech and American Express ensures that the City receives the best possible rates, including Visa, MasterCard, and Discover's utility rates programs. We have also negotiated a special utility rate with American Express applicable up to $1,000 per transaction.
InvoiceCloud protects the City’s sensitive data and access to it through warm redundancy at our data center, which is hosted and managed by Microsoft Azure. Azure provides full redundancy to protect data and eliminate loss of service or downtime. Azure is SSAE 16 Type II SOC 1 and 2 certified (which supersedes and effectively replaces the Statement on Auditing Standards (SAS) No. 70 Type II) and PCI certified as a level one service provider annually, which reinforces Azure's ability to provide secure
RFP #07-099 | Payment Gateway and Processor Services
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services to its customers, particularly in the e-commerce sector, where the need to protect cardholder information is critical. The scope of Azure's PCI service provider accreditation covers physical security for US data centers and offices, as well as employee access to network devices. Redundancy is carefully planned for all Azure equipment using virtualization and snapshot/backup technology.
InvoiceCloud works directly with Harris Cayenta, Selectron, the City’s to-be-determined CSS vendor, and—if the City opts into PDF Linking—InfoSend to integrate our solution with theirs on the City's behalf.
3. Identify any sub-consultants or sub-contractors you propose to utilize to supplement your firm’s staff.
InvoiceCloud works directly with the City other related payment providers, including Harris Cayenta, Selectron, and InfoSend, but we do not intend to supplement our firm's staff with theirs.
4. Include the firm’s organizational chart, including its constituent parts, and size variation of staffing levels in the past five (5) years.
InvoiceCloud's project management hierarchy follows a top-down approach, putting our clients first and ensuring all front-line personnel have the resources to meet the City’s needs (Figure A-2). All InvoiceCloud management subscribes to a servant leadership model, which makes customer service our highest priority.
InvoiceCloud provides access to our full customer-facing resources through the City’s dedicated Customer Success Manager (CSM), Mr. Blake Saltzman. These resources include, as needed, representatives from our Implementation, Merchant Services, Training, Client Services, and Marketing teams (Table 1-1). Please note that the personnel presented are examples of our qualifications. The final team to perform work may vary depending on availability and project time. Once assigned, we strive to keep these personnel in place for the duration of the project.
RFP #07-099 | Payment Gateway and Processor Services
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Figure A-2. InvoiceCloud's Top-Down Management Hierarchy. The City receives timely, industry-leading support from our servant leadership model.
Table 1-1. InvoiceCloud's Project Organization for City of Roseville. T he City receives dedicated project leadership, as well as reachback to senior SMEs and corporate leadership, to ensure a smooth implementation and customer support.
Personnel/Role Responsibilities Qualifications
Implementation
Ms. Charla
Hawthorne*
Implementation
Project Manager
Leads the project in entirety, including
project plan updates, communication plan
execution, resources coordination, testing
coordination, and milestones and task
tracking.
• 11 years of experience as an
Implementation PM for InvoiceCloud and
previously for FIS Global.
• Specializes in real-time integrations with
Harris systems for utility and tax clients.
• PMP certified.
RFP #07-099 | Payment Gateway and Processor Services
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Personnel/Role Responsibilities Qualifications
Ms. Stephanie
Ivie
Solutions
Engineer
As an InvoiceCloud systems expert, advises
the client and Implementation Team
regarding functionality, best solutions for
the client, product recommendations,
testing best practices, and pre-production
checklists.
• 6 years of experience as a Senior PM for
InvoiceCloud and previously as a
Relationship Manager for Priority
Payment Systems.
• Provides advanced knowledge and
experience with web services, APIs, and
batch integrations, as well as bill
presentment and data mapping.
• Specializes in CIS integration scoping and
design, single sign-on integration
mapping and design, AutoPay
conversions, and kiosk, IVR, and Bank
Direct Payment technology.
Ms. Kinga
Dobriban
Director of GUB
Implementations
• Manages PM resources and
performance.
• Ensures resources for implementations
throughout the life of the project.
• Ensures transition of client from the
Implementation Team to Client
Services Team.
• 14 years of experience as Director of
Implementations for InvoiceCloud and
previously as Head of PMO,
Implementation Team Manager, and
Project Manager for Paytronix, NEXCON,
and more.
• PMP and ITIL Certified
Ms. Martha
Greer
SVP of
Operations
• Removes impediments to
implementation.
• Serves as an escalation point for the
client.
• 15 years of experience as SVP of
Operations for InvoiceCloud and
previously as VP of Operations of IT at
Point & Pay and Product Manager at FIS.
• Specializes in finance, settlement, and
reporting; PM; process improvement;
and e-billing and e-payments.
• PMP certified.
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Personnel/Role Responsibilities Qualifications
Merchant Services Boarding
Ms. Courtney
Sprecher*
Boarding
Specialist
Manager
• Manages daily operations of client
onboarding, fulfilling all operational
delivery items to complete project
deadlines and achieve revenue goals.
• Acts as subject matter expert on
e
lectronic payment processing,
including regulatory requirements,
industry updates, and portfolio analysis
for prospects and enterprise clients.
• 8 years of experience in underwriting,
merchant account boarding, and risk
management for InvoiceCloud and PSN.
• Specializes in project management,
customer support, revenue growth, and
merchant processing enrollment.
Ms. Sara Faied
VP, Payment
Operations and
Processing
Transformation
• Manages boarding specialist resources
and performance.
• Ensures resources for merchant
services throughout the life of the
project.
• Removes impediments to boarding.
• Serves as an escalation point for the
client.
• 15 years of experience in processing and
merchant services boarding for
InvoiceCloud and previously for Priority
Payment Systems, Point & Pay, Quicken
Loans, and North American Bancard.
• Specializes in payment technologies,
merchant services, credit card and ACH
processing, and settlement and
reconciliation.
Training
Mr. Mark
Alcarez
eLearning and
Instructional
Designer
• Delivers eLearning sessions for clients
and end users.
• Creates custom videos to help with end
user education about how to use the
InvoiceCloud system.
• 10 years of experience as a Trainer for
InvoiceCloud and previously for the
MathWorks, AutoPart International,
Partners Healthcare, and MarketStar for
clients like Google Chrome and Sony
Digital Imaging.
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Personnel/Role Responsibilities Qualifications
Customer Success
Mr. Blake
Saltzman*
Customer
Success
Manager (CSM)
• Serves as the City's InvoiceCloud-
internal advocate for:
o Driving the most value from the
platform.
o Keeping the City informed about
new products and features.
o Strategizing ways to drive
efficiency and adoption growth.
o Customizing training.
• Engages SMEs as needed for training,
s
oftware development, and marketing.
CSMs are available to work with the
City's throughout the year or for
special request.
• 19 years of experience as Customer
Services Manager for InvoiceCloud and
previously for HiveWatch, Adept
Payments, Impact Merchant Solutions,
iPayment, and Innovative Merchant
Solutions.
• Applies extensive knowledge in
payments software and merchant
processing to drive higher customer
adoption, organizational efficiency, and
cost and time savings.
Mr. Tracy
Rodriguez
Director of
Customer
Success
• Assists with project planning to
develop a client-specific Customer
Success plan.
• Assigns client-dedicated support team
members based on the integration(s)
and needs.
• Serves as an escalation point for the
client.
• 14 years of experience in customer
service, sales, and engineering for IC,
Point & Pay, Harris Computer Services,
True Automation, and Horizon
Pharmacies.
• Specializes in EBPP and CIS technology,
customer support, and troubleshooting
to identify solutions to accelerate growth
and savings.
Stephen
Williams
VP of Customer
Success &
Growth
• Removes impediments to Customer
Success.
• Serves as an escalation point for the
client.
• 21 years of experience in customer
success and marketing for IC,
MineralTree, EverTrue, FlyWire, and
more.
• Specializes in EBPP and CIS technology,
customer support, and troubleshooting
to identify solutions to accelerate growth
and savings.
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Personnel/Role Responsibilities Qualifications
Client Services/HelpDesk
Ms. Cat Kimler
Director of
Client Services
• Assists with project planning to
develop a client-specific support plan.
• Assigns client-dedicated support team
members based on the integration(s)
and needs.
• Serves as an escalation point for the
client.
• 14 years of experience in client services,
information sciences, and HelpDesk for
InvoiceCloud and previously for Veesart
Financial and Evergreen Steel.
• Applies 6 years of IC-specific institutional
knowledge and client support history to
resolve problems for our customers.
Ms. Anita
Peterson
VP of Client
Services
• Removes impediments to client
support.
• Serves as an escalation point for the
client.
• 17 years of experience as Customer
Services Manager for InvoiceCloud and
previously as a Marketing Manager and
Relationship Manager for MCC (acquired
by IC).
• Specializes in payer support, team
leadership, training, and customer
service management, as well as tax,
water, and motor vehicle payments and
bill processors.
Marketing
Ms. Linda
Rudder
Senior
Marketing
Manager
• Manages client marketing
communications. Interacts closely with
clients to better understand their
marketing goals.
• Develops marketing collateral for
clients to promote online payment
services.
• 29 years of experience as a Marketing
Manager for InvoiceCloud and previously
for the PCI Security Standards Council,
TMC Environmental, Mac-Gray, and
Dickinson Direct.
• Specializes in B2B and consumer
marketing, including market research
and competitive business analysis,
strategic marketing plans, and
development, management, execution
and results analysis of traditional and on-
line communications.
*Key personnel
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Tab B Experience and References
1. Provide a summary of your firm’s experience in providing these or similar services.
InvoiceCloud has demonstrated experience and expertise in providing EBPP services for more than 15 years, which is evidenced by our industry-leading 98% client retention and 2 - 3x customer adoption rates. We currently support more than 2,900 live clients across all 50 states, including the City of Roseville and 79 clients in the State of California.
2. Provide a minimum of three (3) references for projects or services similar in nature and scope that your firm’s team members have completed in the last five (5) years. Include brief descriptions of the projects, dates, client names and contact persons’ names, addresses and telephone numbers. Public sector references are preferred.
InvoiceCloud offers the following references from three (3) projects completed in the last five years and two projects from longtime Cayenta client-partners.
a. City of Clearwater, FL
Client Name: City of Clearwater, FL Public Sector? Yes
Brief Description of the Project: Clearwater is the
county seat of Pinellas County and is located on
the highest coastal bluff in Florida. According to
the U.S. Census Bureau, the population of
Clearwater is approximately 115,975 residents,
according to the demographic profile.
Clearwater is using a variety of the InvoiceCloud
products and services which are similar in size
and scope for this RFP, including:
• EBPP.
• IVR.
• Cloud Store.
• Real-time Harris Cayenta CIS integration.
• All major credit card brands.
• PayPal, Venmo, Apple Pay, and Google
Pay.
The City of Clearwater Utility Customer Service Division, supporting 7 local utilities for 64,000 accounts, sought to resolve digital payment challenges that led to increased customer service calls along with a growing workload for staff. After switching to the frictionless, customer-centric experience provided by InvoiceCloud’s digital engagement and payment solution, Clearwater has seen several benefits, including:
“We got exactly what we needed – a user
friendly solution that provided a seamless
customer experience. Our staff is thrilled
with the reduction in calls and time saved
to focus on other customer needs.”
--Nemanja Kuzmanovic, City of Clearwater, Customer
Service Administrator
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• Increased self-service and digital adoption with user-friendly payment experience, 82% increase in electronic payment adoption during the first year
• Decreased print and mail costs with higher paperless enrollment, 31% increase in paperless enrollment equating to $42,000 saved in print and mail costs • Faster, more accurate payment data with a real-time integration to their Harris Cayenta CIS, 206% increase in AutoPay enrollments
• Automatic updates to meet evolving customer needs, 43 hours of manual work eliminated each week
Dates: May 2022 to Present
Contact Person: Nemanja Kuzmanovic
Customer Service Administrator
100 South Myrtle Avenue
Clearwater, Florida 33756
727.444.8651
[email protected]
b. Sacramento Suburban Water District (SSWD), CA
Client Name: Sacramento Suburban Water District (SSWD), CA Public Sector? Yes Brief Description of the Project: SSWD is a publicly owned and operated water utility regulated by the State of California Division of Drinking Water and State Water Code laws. SSWD utility office manages payments for roughly 50,000 water customers in portions of CItrus Heights, Carmichael, Fair Oaks, North Highlands, and Sacramento areas. SSWD uses a variety of InvoiceCloud products and services similar in size and scope for this RFP, including:
• EBPP.
• IVR.
• Outbound Campaigns.
• Real-time TruePoint Solutions CIS
integration.
• Single Sign-on to the TruePoint CSS Portal.
• All major credit card brands.
• Apple Pay and Google Pay.
Since going live with InvoiceCloud on 7/13/23, SSWD has already achieved:
• 200%+ Increase in Paperless adoption with an estimated $72,000+ annual savings in bill print, mail and postage costs
• Eliminated 100% of walk-in payments
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• 25% increase in electronic payment adoption in the first 6 months live • Operational efficiencies created by the IC SaaS platform allowed SWWD to move one Customer Service FTE into a new position with the District. SWWD also found that with the efficiency of the platform, they had no need to backfill another FTE CSR position after the employee's retirement. For this small water district, this represented a 40% decrease in CSR staffing. • Simplified & automated daily reconciliation practices by consolidating 7 (seven) separate vendors into 1 (one). Before InvoiceCloud, SWWD worked with 7 separate vendors for each Credit card processing, ACH processing, IVR, Payment gateway, and three different sources for eLockBox payments. The impact of consolidating vendor contracts with a single partner creates efficiency within multiple departments, including Customer Service, IT, Administration, Finance, and Procurement.
Dates: July 2023 to Present
Contact Person: Julie Nemitz
Customer Service Manager
3701 Marconi Avenue
Sacramento, California
916.679.3975
[email protected]
c. San Jose Water (SJW) Company, CA
Client Name: San Jose Water (SJW) Company, CA Public Sector? No Brief Description of the Project: San Jose Water was seeking a solution that integrated seamlessly with its Oracle CIS to streamline payments for a more user-friendly experience. SJW serves approximately 230,00 customer accounts in Silicon Valley. The goal was to increase digital adoption and customer satisfaction, helping to reduce manual workloads. They wanted a proven solution that delivered a seamless integration with their tech stack to minimize disruptions and provide real-time data. San Jose Water chose InvoiceCloud as they provided everything needed for a successful go-live, including:
• A smooth implementation with the support of a dedicated project manager to uphold established schedule and objectives
• Seamless integration with their Oracle Utilities CIS for a better end-to-end user experience • Hands-on training with instructional classes, platform testing, and a learning resource center to ensure a successful kickoff
• Minimal lift for internal teams with InvoiceCloud handling the bulk of the implementation workload RFP #07-099 | Payment Gateway and Processor Services
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• Ongoing customer service and customer marketing support to maximize outreach efforts
In its first three months after replacing that system with InvoiceCloud in September 2023, the Company achieved 70% digital payment adoption within its customer base, immediately saving staff time to focus on other priorities.
Dates: September 2023 to Present
Contact Person: Sharon Whaley
Director of Customer Service
110 West Taylor St.
San Jose, California 95110-2131
408.918.7352
[email protected]
d. Portland Water Bureau (PWB), OR
Client Name: Portland Water Bureau (PWB), The City of Portland, OR Public Sector? Yes Brief Description of the Project: Portland Water Bureau (PWB) serves nearly 180,000 water, sewer and stormwater customers. PWB serves about 225 square miles of the Portland area. This includes about 666,000 people in Portland itself. Invoice Cloud’s partnership with the Water Bureau spans several years. PWB has been an influential client for Invoice Cloud throughout our partnership, driving product enhancements to improve customer and Bureau staff experience, as well as early adoption of new Cayenta integration and product enhancements such as CSRConnect.
PWB uses a variety of the Invoice Cloud products and services which are similar in size and scope for this RFP, including:
• EBPP.
• IVR.
• POS.
• CSRConnect.
• Outbound Campaigns.
• Real-time Harris Cayenta CIS integration.
• Single Sign-On to the Cayenta CSS Portal.
• All major credit card brands.
• Apple Pay and Google Pay.
In 2023, PWB successfully processed $337m across 781,500 transactions. PWB has achieved 66% electronic payment adoption since moving to InvoiceCloud's SaaS platform with continued growth year over year.
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Dates: September 2016 to Present
Contact Person: Becky Anicker
Business Solutions Manager
1120 SW Fifth Avenue, Suite 405
Portland, Oregon 97204
503.823.2175
[email protected]
e. Brownsville Public Utilities Board (BPUB), TX
Client Name: Brownsville Public Utilities Board (BPUB), TX Public Sector? Yes Brownsville Public Utilities Board bills just over 50,000 customers monthly, as they actively service a po
pulation of over 180,000 utility customers. Brownsville Public Utilities Board went live with InvoiceCloud in April of 2016 and is currently using Harris Cayenta for its core software.
Since 2018, Brownsville Public Utilities Board has seen incredible increases in electronic adoption across the following areas:
• A 263% increase in autopay adoption. Brownsville Public Utilities Board has 9.8% of customers enrolled in autopay through InvoiceCloud.
• A 53% increase in paperless billing. Brownsville Public Utilities Board has 24.4% of customers enrolled in paperless billing through InvoiceCloud.
• A 49% increase in digital payments. Brownsville Public Utilities Board has 58.3% of customers paying online through InvoiceCloud.
Over the years, Brownsville Public Utilities Board has leveraged InvoiceCloud’s digital engagement solution to remain ‘cutting edge’ to offer new functionality like:
• Mobile Wallets (Apple Pay, Google Pay, PayPal, Venmo) • Pay-by-Text
• A redesigned IVR to simplify payments by phone
Dates: April 2016 to Present
Contact Person: Eduardo Camparino Jr.
Port Director/CEO
1425 Robinhood Drive
Brownsville, TX 78521
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956.983.6242
[email protected]
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Tab C Qualifications of Team
1. Provide a brief summary of the role, qualifications and experience of each team member and designated project manager/lead assigned to this project, including length of service with the firm and the qualifications/experience of any sub-consultant or sub-contractor staff on your project team. A project team organizational diagram and brief resume of each team member and the designated project manager/lead for each applicable category shall be included.
The geographic location of the firm and key personnel shall also be identified.
The City of Roseville retains the direct support of
InvoiceCloud's dedicated Customer Success
Manager (CSM), Mr. Blake Saltzman. Located in
California, Mr. Saltzman has served as the City’s
single point of contact for all contracted needs
since March 2023. Mr. Saltzman applies more
than 19 years of payment system-related
customer support to serve as the City’s
InvoiceCloud-internal advocate for:
• Driving the most value from our platform.
• Keeping the City informed about new
products and features.
• Strategizing ways to drive efficiency and
adoption growth.
• Custom training.
Mr. Saltzman meets with the City once a month and is available as often as the City requires to review contract performance, troubleshoot issues, and recommend solutions. During these meetings, Mr.
Saltzman solicits feedback and presents upcoming enhancements. He is fully empowered to engage InvoiceCloud subject matter experts from across our entire company as needed, including training, software development, and marketing resources. Mr. Saltzman also proactively monitors the City’s account to ensure that Client Services resolves all City -submitted HelpDesk tickets.
The City of Roseville also retains the direct support of InvoiceCloud's Director of Enterprise Sales, Mrs.
Carlyn Altheide. Located in California, Mrs. Altheide has served as the City’s primary sales contact for all contract needs since August 2015. Carlyn applies more than 20 years of payment and CX expertise, including SaaS solution consulting, to serve as the City’s InvoiceCloud-internal advocate to:
• Deliver the mutual service agreement, including new or modified services.
InvoiceCloud Customer Success
Implements AutoPay to Paperless for
25%+ Increase in Adoption
The City of Roseville jumped from around 40% to over
50% adoption in only 13 months by converting existing
AutoPay customers to paperless billing in May 2023.
InvoiceCloud's Customer Success Team, including
Tracy Rodriguez, coordinated activating this program
on the City’s behalf. The City has saved more than
$1.5M over the life of our contract through print/mail
savings as we continue to innovate new ways to
convert customers to paperless billing.
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• Work closely with CSM team to ensure client satisfaction and delivery of mutually agreed upon services.
• Serve as an escalation point of contact.
2. Any proposed sub- consultants or sub-contractors shall be listed. Include sub- consultant’s and sub- contractor’s assigned task(s) and experience. Full resumes may be included in the appendix.
InvoiceCloud does not subcontract any portion of our work as we provide a fully in-house SaaS and omnichannel EBPP solution.
InvoiceCloud processes all credit card and ACH transactions through our own payment processor, Chase Paymentech, and American Express directly. Our established relationship with Chase Paymentech and American Express ensures that the City receives the best possible rates, including Visa, MasterCard, and Discover's utility rates programs. We have also negotiated a special utility rate with American Express applicable up to $1,000 per transaction.
InvoiceCloud protects the City’s sensitive data and access to it through warm redundancy at our data center, which is hosted and managed by Microsoft Azure. Azure provides full redundancy to protect data and eliminate loss of service or downtime. Azure is SSAE 16 Type II SOC 1 and 2 certified (which supersedes and effectively replaces the Statement on Auditing Standards (SAS) No. 70 Type II) and PCI certified as a level one service provider annually, which reinforces Azure's ability to provide secure services to its customers, particularly in the e-commerce sector, where the need to protect cardholder information is critical. The scope of Azure's PCI service provider accreditation covers physical security for US data centers and offices, as well as employee access to network devices. Redundancy is carefully planned for all Azure equipment using virtualization and snapshot/backup technology.
InvoiceCloud works directly with Harris Cayenta, Selectron, the City’s to-be-determined CSS vendor, and—if the City opts into PDF Linking—InfoSend to integrate our solution with theirs on the City's behalf.
C.1 ASSURANCE OF DESIGNATED PROJECT TEAM
1. Proposer shall assure that the designated project team, including sub- consultants or sub- contractors (if any), is used for this project. Departure or reassignment of, or substitution for, any member of the designated project team, sub-consultant(s) or sub-contractor(s) shall not be made without the prior written approval of the City.
Should unforeseen circumstances require replacement of InvoiceCloud project personnel, per our terms and conditions we give the City the first right of refusal of new assigned resources. We make every endeavor to keep key personnel, including CSMs and Implementation Project Managers (IMs) on their assignments to avoid spending time on knowledge transfers and loss of institutional knowledge.
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Tab D Project Understanding
1. Based on the available information, supplemental research, field observations, and experience with similar projects, provide a narrative describing your understanding of the services requested in this RFP, your general approach and any major challenges to achieving the City’s stated goals. Include any issues that you believe will require special consideration for this project. Also identify any unique approaches or strengths that your firm may have related to this project. City staff will assess your understanding of all aspects of the project based on the overview.
The City of Roseville continues exceeding goals by driving digital e-billing and payment adoption, reducing in-bound calls, foot traffic, paper checks, by retaining InvoiceCloud's true SaaS, friction-reducing EBPP solution.
The City of Roseville went live with InvoiceCloud
in November 2017. In its first full year on our
platform, the City achieved 139% e-payment
growth and a 213% increase in paperless
enrollments. The City has continued year-over-
year growth over the ensuing six years: Roseville
customers now pay roughly 60% of the City's
utility bills electronically, and more than half of
those customers now receive their bill
paperlessly.
This increase in electronic self-service has
resulted in a 79% reduction in walk-in traffic
and $1.5 million dollars saved in print/mail
costs alone. The City has furthered saved money
by reducing paper check payments to so low of a
volume that it no longer needs to outsource manual check processing to a third-party lockbox vendor.
In fact, this total reduction in operational cost of manual, time-consuming processes has created growth “After switching to InvoiceCloud, the City
of Roseville has seen several benefits:
• Increased customer self-service to reduce calls
and walk-in traffic.
• Improved customer engagement and one-time
payments with intelligent communications.
• Reduced paper check costs and moved lockbox
service in-house.
• Delivered frictionless payments for a better user
experience and increased digital collections.
Since implementing the InvoiceCloud platform, we've
received the highest customer satisfaction scores ever.” --Andrea Blomquist, Utility Billing Services Manager,
City of Roseville
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opportunities for the City's previously overworked Utility Billing staff, giving them time and upward career path to develop from CSRs to analysts.
The City of Roseville maintains this year-over-year adoption increase and lowest total cost of operation by retaining InvoiceCloud as its Payment Gateway and Processor Services provider. InvoiceCloud consistently delivers the highest adopting/conversion rates over the competition.
We have replaced
all of our major and minor competitors in the EBPP space, and achieve 78 - 150% increases in electronic payments over these platforms. We incorporate four key design elements that, in combination, deliver an unmatched EBPP solution and results to our clients (Figure D-1):
• Conversion. The design of the payment channels – how easy it is to enroll in the self-service options, and how easy it is to pay through them – is how InvoiceCloud achieves the industry's best e- payment adoption rates.
• Communication. Our intelligent communications engine with event-based reminders (text, e-mail, phone) sent only to payers who have yet to act. This automates communication between you and your customers, drives down call center volume, and increases conversion to self-service. • Connection. Our implementation and integration methodology is best in class, making it simple to install for our clients so they can reap the benefits in 90 - 120 days after signing. • Cloud. We maintain a single instance, multitenant cloud native solution, so our clients never have to do upgrades or updates to keep up with new technology.
Figure D-1. How and Where InvoiceCloud Removes Friction. We remove obstacles typical in the EBPP process to give City staff and customers more time back in their day and increase e -adoption.
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Only InvoiceCloud delivers this combination of cutting edge SaaS technology and CX design, which ensures that the City continues to innovate for the next five years and beyond, instead of starting over.
Each of our 4Cs helps the City further build on success in the following ways:
1. Conversion: Continue driving e-adoption, not plateauing or losing existing enrollment, by retaining InvoiceCloud's industry-leading adoption engine and continuous innovations to remove friction from the billing and payment process.
When the City last went to RFP back in late
2017, adoption had plateaued for 7 years
with its previous Payment Gateway and
Processor Services provider. In only 9 months
after partnering with InvoiceCloud, the City
doubled adoption, and this adoption has
continued to grow over the past 6 years.
Now:
• 60% of utility invoices are paid
electronically with InvoiceCloud.
• 29% paid in 2023 through AutoPay.
• 55% customers are enrolled in Paperless
billing.
The City has not plateaued in 6 years with InvoiceCloud and will not for the next five years. The City continues to build on our first-year adoption by retaining InvoiceCloud. We continue to innovate our platform on the City's behalf through our true SaaS updates every month, not locking the City into a 'frozen-in-time' version that may only be upgraded in each contract iteration. We also provide professional Marketing resources to identify new ways to convert more payers to electronic adoption, like enabling our AutoPay-to-Paperless campaign in May 2023. In only 13 months, paperless adoption increased more than 25%, and now Roseville delivers 54% of its utility bills via paperless (Figure D-2). • Improve employee satisfaction, save time and money
by reducing operational expenses, including costly
manual tasks.
• Improve customer satisfaction and adoption rates by
optimizing self-service enrollment, saving payment
methods, and offering popular digital wallets and Pay
by Text.
• Improve first call resolution rates by providing CSRs with modern, intuitive tools to assist customers with
their inquiries via impersonate, or sending text and
email links to payments, and more.
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Figure D-2. InvoiceCloud's 6 Year Impact on the City of Roseville's Paperless Adoption. The City continues to see year-over-year adoption increases through InvoiceCloud's monthly no -effort product updates that remove friction from the billing and payment process.
InvoiceCloud designed our payment process to engage customers at existing contact points to present opportunities to self-service enroll in payment services and reminders (Figure D-3 and Figure D-4). We also provide tools to CSRs in our Biller Portal that help retrain customer behavior towards self-service, like sending direct links to their payment via text message. As more of your customers use InvoiceCloud to manage paperless billing, AutoPay, text, and more, you save money and can spend time on more important tasks than manual collections.
Figure D-3. Enrolling in Pay by Text, AutoPay, and Paperless Without Leaving the Payment Process. Customers can enroll mid-payment process, at the very end, and from their confirmation email.
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Figure D-4. Creating Calendar and SMS Text Reminders Without Leaving the Payment Process. Customers can set events in most popular calendar applications, like Apple and MS Outlook, or schedule one-time text reminders.
2. Communication: Continue engaging customers how and when they most prefer, further driving digital adoption through the billing and payment process with our intelligent communications.
The City's current adoption has been driven
by InvoiceCloud's customer engagement
engine. Our automated, intelligent emails
engage the City's customers when they most
prefer: when receiving and paying their bill,
which was ranked by utility bill payers in a
recent McKinsey survey as the most
important interaction they have with their
utility (Figure D-5).
The billing and payment experience--
customers' most frequent and often only
touchpoint with thier utility--amounts to no
more than 8 minutes a year for the City to connect and engage. InvoiceCloud has invested significant time and capital to better understand the City's and more than 2,900 billing entities' end customers to take the most advantage of those 8 minutes by removing the friction between communication and paying their bill. The City currently enjoys the easiest transition from email or text message to payment • Maximize the monthly moment in time of
receiving and paying a bill, create a frictionless
communication experience that satisfies modern
consumer demands.
• Remind customers only if they have a balance due,
with intelligence and automation.
• Reduce customer service calls by taking the
customer directly to the payment screen. This
method is unique to InvoiceCloud's experience
and drives higher adoption to self-service over all
competitors that we have replaced.
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through InvoiceCloud's tokenized payment links, ensuring that customers never encounter a 'login wall' or other proven impediment to paying their bill.
Figure D-5. The Most Important Engagement Moment -- Billing. Customers are most receptive to engagement from their utility company when their bill is due, followed closely by when they experience an outage.
We partner with the City to provide up to three bill reminders to customers by preferred method of contact including email and SMS, as well as notifications about expiring credit cards, receipts, and new payment options, through the internet channels they use every day (Figure D-6). The City can customize more than 30 different event-driven email templates, which InvoiceCloud sends automatically if, for example, a customer’s payment was rejected, but there’s still time to pay with other means. City can send text notifications of new open invoices, and customers with a stored payment method can pay that bill with a text reply. And, most importantly, all links in InvoiceCloud communications take the customer directly to their bill with no searching, authentication, or login required to pay that bill -- friction that can cause a customer to drop out of the payment process and call your office.
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Figure D-6. InvoiceCloud’s Customer Engagement Platform Options. We help billers more effectively engage payers through the communications channels customers that prefer.
3. Connection: Continue innovating the Utility's entire CX technology portfolio through InvoiceCloud's deep bench of technology partners and proven collaboration.
The City is currently considering an upgrade
in customer self-service (CSS) portals while
renewing EBPP providers. The technological
landscape of partnerships and integrations is
complicated with just one procurement, if
not two interconnected purchasing decisions.
It is also critical to maintain the preferred
EBPP integration of Harris Cayenta,
Selectron, and InfoSend to prevent glitches
between billing and payments.
InvoiceCloud helps the City select the best
CSS option for your staff and customers
through our partner-driven approach to
designing and implementing integrations. We
provide more than 200 software integrations
designed in collaboration with virtually all of those providers to be deployed not just once, but repeatedly. We collaborate so extensively with our peers in the billing and payments space that our solution has been endorsed by the City’s current CIS, CSS, IVR, and bill print/mail providers. • Leverage InvoiceCloud’s industry expertise with
integration and SSO customer experience, allowing
our team to consult with the City on the best new CSS
for Roseville and its customers.
• Maintain Harris Cayenta's preferred EBPP integration
with minimal impact to customer and payer profiles.
• Retain all current Harris CSS enrollments, which use
InvoiceCloud's encrypted SSO passwords.
• Eliminate redundant customer logins and accounts
through SSO between and InvoiceCloud.
• Retain reconciliation through real-time updates to
customer records by receiving automatic, to-the-
minute customer account updates, as well as AutoPay
and Paperless enrollments, via real-time API updates.
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We partner with virtually all the best utility CSS portals on the market today, including Harris Silverblaze, Accelerated Innovations MyMeter, VertexOne VXengage, and many others. In each case, we have jointly developed proven, turnkey embedded SSO integrations, combining the best of our solutions into a seamless melding of utility and payment data for more than 300 customers to date. Unlike our current "link-out" integration with Cayenta CSS, where billing and payment-related buttons open our Customer Portal in another browser tab or window, InvoiceCloud operates as a seamless part of the modern CSS experience as an embedded iframe. The customer accesses one interface for all utility services, including billing, payments, consumption analysis, service requests, and more, eliminating the two-tab experience (Figure D-7).
Figure D-7. InvoiceCloud's iframe-embedded SSO Integration with Third-party Portals. SSO automatically logs customers into both the City's portal and InvoiceCloud into one completely seamless and secure customer engagement experience.
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4. Cloud: Continue to innovate and increase efficiency every month, not every 5+ years, through InvoiceCloud's true SaaS updates.
The key reason why the City has not
plateaued in adoption over the past six years
is because it receives SaaS enhancements
every month, and those updates required
little-to-no effort by the City. This is only
possible through a true SaaS Payment
Gateway and Processor Services solution, as
any other architecture means being locked
into a software version from one contract to
the next. The City's staff and Customers have
grown accustomed to always logging into the
latest, greatest 'version' of InvoiceCloud
every month—they will notice if their
experience remains stagnant for the next 3 to 5 years.
InvoiceCloud brings the City keeps the City at the cutting edge with no further purchases needed.
InvoiceCloud has enhanced our system with more than 60 product releases since 2016 based on feedback from the City, 2,900+ other clients, and our own expertise informed by direct involvement with the financial technology space (Figure D-8).
Figure D-8. InvoiceCloud's 60+ Product Releases Since 2016. All 2,900+ InvoiceCloud clients stay ahead of the speed of change with zero effort or cost to the City .
• No special City hardware or PCI measures required for entirely off-premises solution.
• Unlimited customer capacity from an industry-leading
third-party data center provider, Microsoft Azure,
allowing us to deploy additional capacity at any time.
• Future-proof your payment experience by always
being on our latest version, never waiting in line for
individual updates or patches.
• Turn on any new functionality the same day of IC
release with the flip of a switch through SaaS delivery of updates, allowing for rapid deployment of new
options as the payments industry evolves.
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InvoiceCloud was developed as a cloud-native SaaS solution from day one, meaning that we provide a single instance, multi-tenant solution (Figure D-9). Unlike our competitors, we maintain one single code base that all 2,800+ billing agencies access through their own configuration settings to match their payment rules. Native SaaS means that, when we update our platform, 100% of our users access the latest, greatest, and most secure version of InvoiceCloud—the only version that ever exists at any given moment. Our platform may be 14 years old, but we keep it one month old in perpetuity. The City of Roseville is never "frozen in time," waiting for an update that might never come from non-native SaaS solutions because they have too many versions to maintain at any given time.
Figure D-9. InvoiceCloud’s Single Instance, Multi-Tenant SaaS Platform. InvoiceCloud updates a single stack of code, and all clients, including the City of Roseville, receive enhancements immediately without uploading patches or upgrades.
InvoiceCloud updates our solution every month with improvements designed to reduce friction, including not just new payment options, but mindful integration into our omnichannel EBPP solution so that they are easy to use across our entire platform. We understand that, while new payment features innovate how people pay and help utilities achieve efficiencies (fuel), the opposite happens if those new features are difficult to use (friction). When we add new functionality (fuel), we thoughtfully remove all the common friction points that plague haphazard early-adopters, like onerous registration, enrollments, and installations. We update one payment process across all payment options, and new payment features are simply available within that process.
For example: when InvoiceCloud added the option to pay with and save mobile wallet payment methods like Apple Pay and Google Pay, all 2,900+ InvoiceCloud clients received this ability the day of release in their payment process (Figure D-10). We did not require payers to log into Apple or Google and activate
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permissions. They can simply select any available digit wallets in their device or browser along with our credit and ACH payment options. None of our clients had to activate or install digital wallets. This experience is typical of all updates to a cloud-native SaaS solution.
Figure D-10. Mobile wallet simplifies the customer experience to make paying easier than ever. Automatic true SaaS updates delivered secure, fast payments through Apple Pay and Google Pay to 100% of our clients on the day of release.
InvoiceCloud’s bid helps the City of Roseville achieve the following goals:
Table 1-1. City Goals and Outcomes.
City Goal InvoiceCloud Outcome
Increase electronic payment adoption
and reduce paper check payments
• Tripled electronic payments over prior EBPP platform. • Not just lowered, but eliminated the City’s need for a third-party lockbox paper check processing agreement entirely.
Increase paperless billing adoption • Lowered the City’s cost for paper bill print, mail, and postage. • Saved the City an estimated $1.5 million lifetime savings since going live.
Deliver modern Cloud-native SaaS
platform technology used by
employees
• Improved employee experience with modern tools.
• Promoted career development within the City.
• Helped to influence City of Roseville as a highly desirable place to work.
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City Goal InvoiceCloud Outcome
Maintain all customer sensitive
payment data in PCI Level 1 and
NACHA compliant environment
• Reduced City’s scope for PCI and NACHA compliance.
• Maintains the highest level of security for customer sensitive data. • Reduces burden for your CIO and at no additional cost to the City.
Work with a trusted Partner to deliver
these results
• Developed a true technology partnership that would span years.
D.1 SCOPE OF SERVICES
D.1.1 General Requirements – Required
1. Ability to view payment history
InvoiceCloud provides both City staff and customers a stadnard 24 months of historical bills and payment information through the Customer and Biller Portals. InvoiceCloud stores up to 24 months (or about 520 business days) of rolling transaction data, which customers can review in our self-service Customer Portal (Figure D-11). City staff can search these 24 months of billing and payment history in the Biller Portal by a robust set of criteria, including customer name, account number, invoice number, biller reference, payment amount range, credit card number, credit card type, approval status, payment type, transaction source, transaction type, date range, and biller username. If the City requires more than 24 months of stored transaction data, InvoiceCloud can accommodate in increments of 60, 72, 84, or 240 months for an additional monthly fee.
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Figure D-11. Reviewing Payment History. Customers can review up to 24 months of payment history with filters by account, invoice type, date, and amount.
2. Make one-time payments with or without creating an account InvoiceCloud makes it easy for customers to
pay their bills, whether registered or not,
through our platform. We allow customers to
make one-time payments without having an
account from the Customer Portal, which
they can access directly from email or text
notifications or through the City’s web site.
Once in the Customer Portal landing page,
the customer can look up their bill using
Higher E-adoption through InvoiceCloud’s
One-Time Payment Option for Unregistered
Users
41% of online payers use one-time payment channels. Most of these customers do not go online with the intent of
signing up for these additional services. InvoiceCloud
maximizes enrollment (and, thus, print/mail cost savings) by presenting enrollment options as part of the one-time
payment process.
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criteria dictated by the City, such as their Account Number or Service Address.
Figure D-12. Example of a Virtual Site or Landing Page. InvoiceCloud works with the City to customize and brand its landing page, which customers can access directly from City's web site.
With InvoiceCloud, the City receives the most robust one-time payment route in the industry, providing extensive features without requiring registration or an established login account. With the correct credentials, unregistered customers can:
• View 24 rolling months of bill images.
• Enroll in paperless ("e-billing") – customers can go paperless without registering. • Enroll in Pay-by-Text or text notifications – customers can elect to receive text message notifications / pay by text without registering.
• Enroll in AutoPay -- customers can set up automatic full payments of every future bill on the due date without registering.
• Use Shopping Cart function to pay multiple bills during a single transaction.
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• Pay with Credit/Debit Card or EFT/ACH.
Customers can initiate a One-Time payment on their desktop or mobile device (Figure D-12). Selecting “Pay Now” starts the one-time payment process.
If the customer arrives in InvoiceCloud through a link in their email or text notification, we automatically save them the time of looking up their invoice be taking them directly to the shopping cart for their bill.
They can then immediately begin the payment process (Figure D-13).
Figure D-13. Direct Link to the Customer Bill. Customers who use email or text notifications do not have to search for their bill.
After selecting “Pay Now,” the customer can search for their bill using authentication fields (Figure D-14). InvoiceCloud controls access to non-public records by working with the City to define which authentication fields are required.
Figure D-14. Locating Accounts. InvoiceCloud helps one-time pay customers find and pay all their bills in one transaction using required (marked with a red asterisk) and other helpful authentication fields.
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This search returns all bills matching the user’s entered criteria. Users can:
• View their real-time balance, which InvoiceCloud pulls directly from City’s Core System. • Review 24 months of bill history with exact PDFs of their City-generated invoices, which the customer can download for convenience.
• Use InvoiceCloud’s shopping cart function to select and pay multiple bills with a single transaction. • Register one or multiple invoices to a single Customer Portal. • Pay with a credit or debit card or ACH/E-check.
After selecting their payments, the user can now review the items in their shopping cart (Figure D-15).
Figure D-15. Shopping Cart. One-time payers can control their payment options at any point of purchase, increasing the likelihood of e-adoption.
This review includes several options:
• View Invoice. The user can view or print their invoice. • Remind Me. The user can create a calendar reminder in their preferred format or, schedule a one- time SMS text reminder.
• I want to find more invoices. Using InvoiceCloud’s Shopping Cart function, one-time payers can search for additional invoices and pay for all of them in a single transaction.
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• Proceed to Checkout. The payer can adopt to simply make a one-time payment now, ending the transaction, but missing out on the chance to store payment information—such as EFT banking information (account number and routing number) and credit card information (account number)— for future convenience. InvoiceCloud Checkout also allows payers to sign up for Pay by Text SMS notifications or sign up for Paperless billing.
Once the customer has selected all the invoices they wish to pay and clicks “Proceed to Checkout,” InvoiceCloud starts our three-step payment route: 1) selecting payment options, 2) entering payment information, and 3) reviewing and confirming the payment.
Payment Options. The customer chooses a payment method, either credit card or e-check, and then payment amount (Figure D-16). If City chooses, InvoiceCloud can allow partial payments, but we can turn this option off at any time, requiring full payments only.
Figure D-16. Payment Options. One-time payers can pay by their Shopping Cart’s balance by credit card or e- check.
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Payment Information. The next step of the
process asks for the customer’s Credit Card or
ACH (e-check) information. InvoiceCloud
automatically pre-populates ‘Cardholder Name’
and address fields from the invoice as a
convenience to the customer (Figure D-17). We
require an email address for the payment
confirmation receipt, so the customer
automatically enrolls in our New Invoice Email
Reminder Notifications (3 per billing cycle). This is another reason why InvoiceCloud achieves the industry’s highest adoption rates.
Figure D-17. Payment Information. InvoiceCloud streamlines entering payment information by automatically filling in identification fields from data in the invoice and authenticating payment information in real -time.
Invoice Cloud Streamlines the Payment
Process for Higher E-adoption
• Limits customer keystrokes by pre-populating
name and address fields from the invoice
• Auto-enrolls customers into email reminders by
requiring an email address for their receipt
• Eliminates submittal of invalid payment types by
authorizing card and ACH information as entered
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Review Payment. The final step asks the customer to verify their payment information and prompts for Paperless, Pay by Text, and even AutoPay enrollment (Figure D-18). Paperless enrollment is 100% self service between InvoiceCloud and the customer. Prompting the customer to sign up for paperless and Pay-by-Text each time customer makes a one-time payment (approximately 40% of annual payments through Invoice Cloud) helps increase participation and, ultimately, save our billers money.
Figure D-18. Review Payment. One-time payers can forgo traditional registration while opting into paperless billing by email or text or even AutoPay. This is how we achieve our e -adoption rates.
Instant Payment Confirmation, Email Notification, and Receipt. Once a customer selects “Process Payment,” they receive instant confirmation that their payment was processed. We include a final prompt to register to speed up the process in the future (e.g., saving payment methods, setting AutoPay, etc.) (Figure D-19). At this time, the customer also receives a payment confirmation email and can print a receipt.
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Figure D-19. Payment Confirmation. InvoiceCloud makes it easy for unenrolled users to register at the end of payment to speed up future payments.
3. Maintain a digital wallet of payment methods
Customers can easily add or update an unlimited number of credit, debit, bank accounts, and digital wallet credentials (i.e., Apple Pay and Google Pay) to pay their bills through InvoiceCloud’s payment methods menu in our Customer Portal (Figure D-20). This is 100% self-service, requiring no City staff to assist.
Once customers enter payment methods and set a default account, they can pay even faster than before, skipping entire steps in the payment process. For example, during the enrolled payment process, they skip the payment information screen. And when they receive an SMS text notification of an open invoice, they can pay simply by replying “Pay” to the text. They can also apply any saved payment method to AutoPay, Pay-by-Text, scheduled recurring payments, and more.
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Figure D-20. Updating Payment Methods. Customers can save any number of payment methods they want for advanced budgeting, like with bank accounts and credit cards set aside for utility payments versus donations.
4. Make payments via credit/debit card, eCheck and alternate payment platforms such as Apple Pay, Google Pay and Venmo
InvoiceCloud processes payments from credit cards, including Visa, Mastercard, American Express, and Discover; debit cards; bank accounts via EFT/ACH; and digital wallets, including Apple Pay, Google Pay, PayPal and Venmo (Figure D-21).
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Figure D-21. Selecting Your Payment Method. InvoiceCloud processes payments made by credit/debit card, ACH/EFT, and digital wallets.
5. Make payments via a secure, PCI-DSS compliant payment processor InvoiceCloud is a secure, private, and Payment Card Industry (PCI) Level 1 Compliant solution that is certified by Trustwave’s Trust Commerce Program as a level 1 third-party processor. Level 1 PCI compliance is the true industry standard, requiring third-party validation by a qualified security assessor (QSA). Lower levels of PCI compliance are self-reported with no audit, whereas Level 1 solutions are thoroughly vetted by a PCI-approved source to validate security compliance with the PCI Data Security Standard (PCI-DSS). Trustwave (a VikingCloud company) is a PCI-certified QSA that continually audits our compliance through annual onsite reviews and quarterly network security scans with an approved ASV as required by both Visa and MasterCard. Our hardware integrations are PA-DSS (Payment Application/Data Security Standard) certified for Point of Sale (POS) applications. We are also SSAE 18 Type II SOC 1 and 2 certified.
InvoiceCloud has full and immediate control over our website domains, allowing us to design and implement advanced rerouting and disaster recovery solutions. We can quickly point traffic to another server in the event of a major failure or breach. These controls, among other proprietary settings and encryption, make InvoiceCloud Level 1 PCI compliant as detailed in our Attestation of Compliance (AOC) provided by Trustwave. We can provide our full PCI Level 1 AOC and other security reports on request.
InvoiceCloud provides proof of PCI compliance above and agrees to remain compliant throughout the term of the contract. The City can verify our compliance status, as well as that of our payment
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processor, Chase Paymentech, at any time through the Visa Global Registry of Service Providers:
https://www.visa.com/splisting/searchGrsp.do
It is critical that the City verify any payment vendor's compliance before entering an agreement. Besides the inherent risk of trusting an unverified company with your customers' payment data, failing to meet PCI compliance carries risk of potential penalties for the City as compliance is not optional. Failure to comply could lead to:
• Fines upwards of $100,000 per month until compliance is met. • Infringement consequences including monetary penalties per compromised customer, termination of relations with bank/payment processor, and lawsuits. • Compensation for compromised customers which may include credit card monitoring or identity theft insurance. This will be free for the customer, but not for the non-compliant company. • Perhaps most importantly, a damaged reputation may lead to loss of business. A reputation as secure and reliable is paramount in the payment processing industry.
A statement of compliance on a website is not proof of certification, the only way to verify if a company is PCI compliant is finding it in the Visa Global Registry (Figure D-22).
Figure D-22. InvoiceCloud’s Listing in the Visa Global Registry of Service Providers. Visa certifies InvoiceCloud as a PCI DSS v3.2 compliant Agent for Billing Management and Payment Processing for Internet/e -commerce, MOTO/Call Center, and POS/card present transactions.
InvoiceCloud is fully certified with PCI to protect transactions over the internet, including requiring all communication to use TLS 1.2 or better encryption. InvoiceCloud ensures the security of the information transmitted, double-encrypting all data in transit and at rest through 256-bit or better TLS, 2048-bit SSL, and 256-bit AES. In fact, our security protocols go far above and beyond what is required by the industry. We have one of the strongest—if not the strongest—security procedures in the industry. We use two levels of encryption, called Double Encryption Methodology (DEM), even though only one is
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required by PCI. By using two separate encryption layers, in the unlikely event that a hacker ever stumbled over a valid data element, he/she would have to go through an entirely new process to find a second. Other companies encrypt files; InvoiceCloud double encrypts all data elements. Due to the public nature of RFP responses, we cannot provide full details of our encryption schemes, but we have been told by Trustwave, one of the most advanced security firms in the country, that our encryption techniques are so advanced that they should be patented.
Both InvoiceCloud and our data center provider, Microsoft Azure, deploy firewalls in multi-layered protection. Deployed with Azure Application Gateway Web Application Firewall, DDoS Protection defends against a comprehensive set of network layer (layer 3/4) attacks, and protects web apps from common application layer (layer 7) attacks, such as SQL injection, cross-site scripting attacks, and session hijacks. Web Application Firewall comes preconfigured to handle threats identified by the Open Web Application Security Project top 10 common vulnerabilities.
6. Send notifications of bills coming due and payments processed via email or text message
InvoiceCloud helps City keep customers engaged in paying electronically and to adopt more self-service billing and payment options over time through intelligent communications. Most EBPP providers put little effort into their communications, seeing them as a means to an end as opposed to one of the most important drivers to convert payers to electronic methods and reduce call volume to your offices. With InvoiceCloud, City customers received intelligent communications that only send based on their real- time account status and balance, elminating confusion and customer service calls. We give the City the opportunity to engage customers when most interested in your communications--when their bill is due-- to keep them informed not only about their bills, but also other important City announcements (Figure D-23).
InvoiceCloud's intelligent communications help City take the most advantage of this critical engagement moment, establishing clear, transparent lines of communication with your customers so that they are aware of their choices and have as much important information when they want it. Using intelligence to communicate instructions at specific billing points and with direct links to take action removes friction and creates a better customer experience based on human behavior.
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Figure D-23. The Most Important Engagement Moment -- Billing. Customers are most receptive to engagement from their utility company when their bill is due, followed closely by when they experience an outage.
We partner with the City to provide multiple
bill reminders to customers by email, as well
as notifications about expiring credit cards,
receipts, and new payment options, through
the internet channels they use every day
(Figure D-24).
The City can customize more than 30
different event-driven email templates, which
InvoiceCloud sends automatically if, for
example, a customer's payment was rejected,
but there's still time to pay with other means. We also send up to three notifications per bill, depending on when the customer pays, and always with their latest balance if they already paid a partial amount.
The City can send text notifications of new open invoices, and customers with a stored payment method can pay that bill with a text reply. The City can even program outbound IVR calls to all or portions of its customer base for ad hoc messaging--like outages and advertising--through Outbound Campaigns, reaching customers who do not text or email. And, most importantly, all links in InvoiceCloud communications take the customer directly to their bill with no searching, authentication, or login • Reduce costs through paperless billing.
• Reduce delinquencies and shut-offs through increased
self-service AutoPay, Scheduled payments, and Pay by
Text Enrollments.
• Receive fewer phone calls through customers receiving real-time data accuracy and conveniences like direct
invoice links and IVR CallerID Lookup.
• Communicate other important City business when
customers are most receptive -- when they need to pay
their bill.
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required to pay that bill -- friction that can cause a customer to drop out of the payment process and call your office.
Figure D-24. InvoiceCloud's Customer Engagement Platform Options. We help billers more effectively engage payers through the communications channels customers that prefer.
InvoiceCloud sends up to three email and, if the customer enrolls in Pay by Text, SMS text reminders per bill (Figure D-25). We work with the City to determine the timing of these three notifications across the billing cycle. Sending three reminders is critical because every customer's budget varies; some pay immediately after receiving a bill, some pay later due to a paycheck, and some pay just before the bill is due. Meanwhile, the original email notification that most of our competitors send is buried under weeks of other less important messages. And then our intelligent communications engine prevents confusion by:
• Updating the customer's balance per email reminder for partial payments or bill adjustments.
InvoiceCloud posts payment back to Harris Cayenta, and our system always checks for the latest balance for our communications, reporting, and payment interfaces. • Not sending second or third reminders if the customer pays the City’s required minimum or per your business rules. InvoiceCloud uses the latest balance information from Harris Cayenta to not send redundant payment reminders after the customer pays their bill — one of the most common reasons customers call customer service because nobody wants to miss a payment.
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Figure D-25. Nearly 40% of All Customers Pay from Second or Third Reminders. Only InvoiceCloud sends, if needed, automated second and third reminders.
These intelligent reminders are among the more than 30 email templates that City can customize and brand to include vital, timely information, like links, notices, and more. Email notifications are completely customizable using the Biller Portal’s built-in editor (Figure D-26).
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Figure D-26. InvoiceCloud's Unmatched Email Management Tool. No other EBPP provider provides this level of control over the content and branding of its email engine.
7. Enroll in paperless billing
Customers can elect to go paperless in lieu of receiving a printed and mailed paper bill, saving the City time and money. We can limit this to only bill types permitted by statute and the City's business rules through true SaaS configurability. We also take extraordinary, yet automated steps to protect customers from missing bills due to data entry errors or email changes. This round-trip, self-service process starts with the customer electing to go paperless either during the payment process (including non-registered customers) or through their customer profile (Figure D-27). Once enrollment is complete, we automatically update both your bill printer and CIS through batch files.
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Figure D-27. Changing Paperless Options per Invoice Type in the Customer Portal. Registered customers can dictate exactly which bills to go paperless and which ones they still need paper copies of.
Non-registered customers can opt into paperless billing, as well as Pay-by-Text, during the third and final step on one-time payment, when they review and process it (Figure D-28). Prompting the customer to sign up for paperless and Pay-by-Text each time customer makes a one-time payment (approximately 40% of annual payments through InvoiceCloud) helps increase participation and, ultimately, save our billers money.
Figure D-28. One-time Payment Review Options. One-time payers can forgo traditional registration while opting into paperless billing by email or text and saving remittance information for these options. This is how we achieve our e-adoption rates.
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After enrollment in paperless billing, InvoiceCloud automatically suppresses paper bills without requiring action on the City's part. As part of our seamless integration, InvoiceCloud can automatically flag accounts as paperless in the City’s billing system. We also automatically provide an updated list of the City’s paperless customers to its bill printer, expediting the process to save money by printing and mailing fewer bills. To ensure that customers do not miss a payment due to data entry errors or email address changes, InvoiceCloud automatically re-registers customers for paper bills if their first of three bill notification emails bounce. This provides more than enough time to avoid a late fee and, again, requires no action whatsoever on the City's part.
8. Setup recurring credit card or eCheck payments for future bills Yes, customers can schedule a one-time future payment using Scheduled Payments in their InvoiceCloud account (Figure D-29). They may schedule more than one payment at a time. We configure our iframes to only allow selections that meet your business rules, like last permissible date for payment and minimum payment amount.
Figure D-29. Scheduled Payment Options. Customers can future-date a payment to avoid running out of funds.
Registered customers can also set and forget recurring scheduled payments to pay a certain amount on the same day every month. However, it is important to note that customers continue to receive open invoice notices if their recurring payment does not settle the balance due on their account. Scheduling recurring payments is 100% self-service for customers in the Customer Portal (Figure D-30).
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Figure D-30. Scheduling Recurring Payments. Customers can schedule and pause a recurring payment for any day of the month.
Any customer—registered or not—can
automatically pay their full invoice amount,
on the day it is due, through InvoiceCloud's
AutoPay. This is critical for utility bills, where
balances are based on consumption, and
ensures that, if a customer makes partial
payments or simply wants the convenience of
paying their bills on time, every time, any
remaining balance is always automatically
paid when due.
Enrollment is 100% self-service either from
our one-time payment (which typically
doubles AutoPay enrollment for new clients)
or from the registered payer's Customer
Portal account (Figure D-31).
InvoiceCloud improves on the AutoPay offered
by other vendors
• 100% self-service enrollment, requiring no registration by the customer or action by the biller.
• Securely store and tokenize all payment data using our double encryption methodology.
• Prevent over- and under-payments by always applying
the latest balance on the AutoPay due date through
real-time data refreshes.
• Provide peace of mind and opportunity to change
AutoPay settings prior to payment through automated
email reminders.
• Reduce rejects--and shut-offs and late fees--through
automated ACH reject email notifications within
seconds of AutoPay payment
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Figure D-31. AutoPay Setup. Customers can set and forget AutoPay, always paying their full balance on time.
9. Integrate seamlessly with Cayenta, through a real-time interface to update balances and payments
The City currently enjoys the most seamless integration available with its CIS through Harris Cayenta and InvoiceCloud's diamond-level partnership. InvoiceCloud and Cayenta jointly developed our real-time integration using exclusive APIs that leverage the best aspects of each of our systems to always present the latest balance after CIS updates and EBPP payments across all omnichannel payment options, including our in-house IVR system once live.
InvoiceCloud utilizes our real-time integration with Cayenta Utilities as well as our proprietary Data Pump feature to automatically process payment data and update your CIS as customers complete payments, removing the need to submit a daily payment file.
The City receives more reliable data in real-time through InvoiceCloud and Harris Cayenta’s jointly-built integration. We are Cayenta's preferred EBPP partner, leveraging the best parts of both systems to efficiently automate processes, share data in real-time, synchronize how that data displays for 26 and counting clients, and integrate quickly with no risk of delays for City. Our platform always reflects the latest data in your Cayenta software via a deep integration, reducing administrative work for staff and sending intelligent communications to drive customer self-service (Figure D-32). InvoiceCloud and Cayenta meet at least monthly to review our clients and platforms, ensuring that any new updates to either our platform or theirs result in no interruptions in service and the highest ROI for City.
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Figure D-32. InvoiceCloud’s Real-Time Integration with Cayenta Utilities. The City's CIS system is updated in real- time as customers complete payments.
Harris Cayenta and
InvoiceCloud share data in
real-time through jointly-
developed APIs. We receive
and refresh billing data
from Harris Cayenta using
our Real Time Data Refresh
(RTDR) APIs and returns
payments, paperless, and
AutoPay enrollment flags
using our Data Pump, a
proprietary electronic
handshake that delivers
100% data integrity (Figure
D-33). This synchronization
eliminates double
payments between
payment and batch
transmission as well as all
manual processes to track enrollment in various payment processes like AutoPay and Paperless billing.
This means a simpler payment process for both City staff and customers. InvoiceCloud then uses this
Figure D-33. InvoiceCloud’s Unique Data Pump Maintains 100% Data Integrity with Harris Cayenta. The City views the latest data on payer accounts in every report or search.
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data across our entire omnichannel presentment and payment customer experience, including our SSO integration with the City’s current Cayenta CSS Portal and embedded iFrames available for Silverblaze, AI MyMeter, and more.
D.1.2 Detailed Requirements – Required
1. The Consultant will fully deliver and integrate a PGPPS for the City’s utility billing system, Cayenta. The Consultant will bear primary responsibility for PGPPS performance, quality, and functionality.
InvoiceCloud is the preferred partner of Harris Cayenta. As mentioned in our endorsement letter above, we worked directly with Cayenta to jointly develop the most seamless integration available on the market. We meet with Cayenta on a weekly basis to review our shared accounts, like the City of Roseville, as well as upcoming system enhancements to ensure continued compatibility and spur innovation with each other. We bear primary responsibility for the performance, quality, and functionality of both our single instance, multitenant EBPP solution and our integration with Harris Cayenta.
2. The Consultant will implement PGPPS by adapting a commercial software payment solution whose functionality and technical reliability has been proven to work in other Cayenta, and Harris Gateway systems.
InvoiceCloud jointly supports more than 25 clients with Harris Cayenta and more than 400 with all Harris holdings. As attested in Harris Cayenta's letter above, we worked together to develop that most technically reliable integration with the most interfunctionality available on the market. We continue to work directly with our Harris partners to continue to innovate and update our solution to provide the most seamless exchange of data to City staff and customers.
3. All data communications should be encrypted.
InvoiceCloud uses two levels of encryption, called Double Encryption Methodology (DEM), even though only one is required by PCI. By using two separate encryption layers, in the unlikely event that a hacker ever stumbled over a valid data element, they would have to go through an entirely new process to find a second. Other companies encrypt files; InvoiceCloud double encrypts all data elements. All transactions over the internet are required to use TLS 1.2 or better encryption. InvoiceCloud ensures the security of the information transmitted, double-encrypting all data in transit and at rest through 256-bit or better TLS, 2048-bit SSL, and 256-bit AES. Not only are we PCI Level 1 compliant, but when our QSA, Trustwave assessed our data encryption methodology, they recommended that we patent it.
4. All data stored in the cloud should be encrypted at rest and located in the continental U.S.
Yes, InvoiceCloud encrypts all data stored in our data centers provided by Microsoft Azure. InvoiceCloud maintains geographic redundancy with automatic failover in locations on opposite ends of the continental U.S.
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5. No credit card information is to be stored on City servers.
InvoiceCloud does not store any credit card information on City servers.
6. Gateway and processor must be PCI DSS compliant and validated by a third- party and utilize a tokenization platform capable of tokenize PANs at the point of customer interaction.
InvoiceCloud is a secure, private, and Payment Card Industry (PCI) Level 1 Compliant solution that is certified by Trustwave’s Trust Commerce Program as a level 1 third-party processor. Level 1 PCI compliance is the true industry standard, requiring third-party validation by a qualified security assessor (QSA). Lower levels of PCI compliance are self-reported with no audit, whereas Level 1 solutions are thoroughly vetted by a PCI-approved source to validate security compliance with the PCI Data Security Standard (PCI-DSS). Trustwave (a VikingCloud company) is a PCI-certified QSA that continually audits our compliance through annual onsite reviews and quarterly network security scans with an approved ASV as required by both Visa and MasterCard.
InvoiceCloud is fully certified with PCI to protect transactions over the internet, including requiring all communication to use TLS 1.2 or better encryption. Our system tokenizes all sensitive data at the point of customer interaction, double-encrypting all data in transit and at rest through 256-bit or better TLS, 2048-bit SSL, and 256-bit AES. In fact, our security protocols go far above and beyond what is required by the industry. We have one of the strongest—if not the strongest—security procedures in the industry. We use two levels of encryption, called Double Encryption Methodology (DEM), even though only one is required by PCI. By using two separate encryption layers, in the unlikely event that a hacker ever stumbled over a valid data element, he/she would have to go through an entirely new process to find a second. Other companies encrypt files; InvoiceCloud double encrypts all data elements. Due to the public nature of RFP responses, we cannot provide full details of our encryption schemes, but we have been told by Trustwave, one of the most advanced security firms in the country, that our encryption techniques are so advanced that they should be patented.
7. Provide a real-time portal to view, maintain and cancel payments.
The InvoiceCloud SaaS EBPP Service includes a Customer Portal so that registered customers can self- service manage their bill pay settings and review their real-time billing and payment history through their profile. We integrate this functionality with the City of Roseville’s current Cayenta CSS portal as link-out options from pertinent CSS menu buttons. We can also embed these options as iframes in the next generation of utility portals, including Cayenta CEP/Harris Silverblaze, Accelerated Innovations MyMeter, and more. The InvoiceCloud SaaS EBPP Service additionally includes our Administrative portal, the Biller Portal, a robuts reconciliation, reporting, education and CSR tool, which supports numerous capabilites such as view, maintainenance, and cancellation of payments.
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8. Accommodate both absorbed and convenience/service fee models.
At present, InvioceCloud supports the City with both absorbed and service fee models, delineated by Invoice Types Residential and Commercial.
InvoiceCloud offers both convenience fee and absorbed fee models for credit card processing per transaction. In the absorbed model, the City pays 100% of the credit card costs along with a fee to InvoiceCloud for the use of our SaaS PGPPS platform, on each credit card transaction and for any ACH transaction. In the convenience fee model, sometimes called service fee model, the City resident or customer pays a service fee which fully funds the cost of the card process and InvoiceCloud SaaS PGPPS platform.
Different invoice types (Residential vs Commercial) can have their own pricing model, convenience fee or absorbed. We can apply these on an invoice type-basis, allowing the City to choose which payments' fees it absorbs or passes on to the customer.
InvoiceCloud processes all service fees as a separate transaction from the payment amount, depositing the payment amount directly to the City's designated deposit account and service fees directly to ours.
The City can see service transactions as separate from its own transactions in all Biller Portal reporting, and customers see the service fee listed as a separate line item in the Customer Portal during the payment process.
Because InvoiceCloud maintains this separation between our fees and the bill amount, we neither touch the City's funds nor co-mingle your funds with other clients. We avoid the pitfall of acting as an unlicensed money transfer agent by never holding clients’ funds in our own account and then dispersing them per the City rules. Our payment processor, Chase Paymentech processes all credit, debit, and ACH charges, withdraws the funds directly from the customer's payment account and then deposits the City's funds directly into whichever accounts the City designates for deposits. We highly recommend this process to protect the City from indefinitely delayed payments and future legal ramifications when the FTC begins enforcing money transfer rules more rigorously.
9. Gateway and processor must be available 99.99% of the time.
InvoiceCloud has consistently delivered 99.99% uptime on average for the last three years, with virtually no unplanned downtime since 2021.
10. Billing and customer data must be restored and fully operational within 24 hours of a catastrophic failure of payment gateway system.
InvoiceCloud can perform a point-in-time restoration within 1 hour. We perform continuous backups across Azure East and West regions with the ability to restore to any point-in-time within the last 35 days.
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11. Consultant will provide an easy-to-use administrative tool to allow City staff to manage customer accounts and monitor payment activity.
InvoiceCloud's Biller Portal offers extensive reporting and administration tools to make account management, reconciliation, and data mining easier for the City. The first page of our Biller Portal provides the City an interactive dashboard, containing a variety of charts with metrics from all areas (e.g., payment volume, paperless, and registration). These charts include Last 10 Days Payment Summary, Payments by Payment Source Summary, Payments by Payment Type Summary, AutoPay Payments by Invoice Type Summary, Payments by Invoice Type Summary, Paperless by Invoice Type Summary, Registered Customers Summary, and Active Customers Summary. Our reports present focused, salient content to our clients. The City can rearrange these charts to user preference at any time (Figure D-34).
Figure D-34. InvoiceCloud's Simple Back-end Biller Portal. City accounting staff can manage all billing functions through our user-friendly interface.
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The Biller Portal is available 24/7/365 and is 100% self-service for the user. Based on permissions set by the City, admin users can:
• Block certain Customers from making ACH and/or Credit Card Payments. • Update an email address for a Customer.
• Enter a courtesy email address for a Customer or Landlord. • Send an invoice notification for a bill that a Customer says he/she didn’t receive. • Set up AutoPay for a Customer at Customer’s request.
• Set up paperless billing for a Customer at Customer’s request. • Review payment and/or email history.
• Update phone number for a Customer at Customer’s request. • Issue a credit on an over payment.
The City can search all payments by account number, date range and confirmation number using our Biller Portal’s Search function. The Search drop-down allows a user to search for Customers, Files (adjustments files, invoice files, payments files), Invoices (current or outstanding), and payments. Each search function provides the user with advanced drill down criteria to highlight specific items/trends/issues they desire (such as customer name, account number, invoice number, date, amount, card type, etc.). Additionally, once the search has been submitted, the user can easily extract/download their findings to Excel for further investigation.
In the Search drop-down, the user can search, view, and edit customer profiles. This allows City staff to log in as that customer (e.g., during a phone call) to edit their profile or verify payment information, including:
• Any stored payment account information (account numbers are truncated, staff cannot get full credit card or bank account numbers).
• 24 rolling months of all payment history and e-bills. • Paperless settings / Pay by Text setting.
• Auto-pay settings / Create a new autopay on customer behalf. • E-mail address on file and all e-mail history (including click through status). • Linked accounts, if any.
• Customer Activity (Customer Portal login information). • Customer Options (block a customer from using credit card).
From this page, a user can login as the customer with one click and have the same experience the customer does. The user can view all payment and billing history for that payer. Clicking on the credit RFP #07-099 | Payment Gateway and Processor Services
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cards tab displays the card data on file that the customer used to pay with (middle 8 digits hashed out for security purposes).
Our Biller Portal offers many standard and ad hoc reports with date ranges and drill down options to view detail. All reports are available 24/7 through the Biller Portal. Most of the standard reports can be defined by date range, payment type or bill type criteria, in addition to criteria particular to the report (like name or email for the customer report) to produce targeted results. Our system uses open architecture and is Open DataBase Connectivity (ODBC) compliant to allow data extraction and facilitate reporting.
The City can define its own reports or use our pre-configured reports, including Auto-Pay Report, Custom Reporting, Customer Conveyance, Data Synchronization History, Expiring Cards, Pay by Text Registrations, Email Change Report, Email Do Not Send List, Email Notification Summary, Email Statistics, Email Tracking, Total Outstanding Invoices, Paperless Report, Paperless Registration History Report, Paperless Bounce Report, Paperless Billing Report, Daily Payments Received, Monthly Summary, Registration, View Scheduled Payments, PDF Monitor, and PDF History.
Custom Reporting allows the City to define and create various reports and either view immediately on screen, download to Excel, or create a scheduled report. These custom reports are 100% self-service and can be created by the City 24/7/365. InvoiceCloud offers Excel, CSV, and PDF for some specific reports.
All InvoiceCloud data can be drilled down and then exported to Excel, including daily, monthly, or date range payment activity. If the reporting or data being searched is under 1000 rows, then reporting is delivered immediately. Users can also schedule custom reports for a certain frequency and day of the month. The user can send that custom report to any number of individuals.
12. Ability to perform voids (within the same business day) and credits for credit card and ACH payment made on-line, or over the IVR.
The City can void (or cancel) any credit card or e-check transaction, including IVR payments, prior to daily settlement through the Open Batch Summary option in our Biller Portal. From the Reconciliation Tab, authorized City users can view the current credit card and EFT/ACH batches. Clicking on the magnifying glass on either lets the user view all the credit card or e-check payments pending settlement at the end of the day. The user can then void any open payments by clicking the red X.
The City can issue refunds or credits for any credit card or e-check transaction, including IVR payments, if the payment has already been transmitted to Chase Paymentech for daily settlement. InvoiceCloud transmits settlement batches daily to our payment processor, Chase Paymentech at whatever time the City designates. We recommend no later than 9 p.m. Eastern Time (ET) to ensure adequate bandwidth for Chase’s full daily volume.
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To refund any payment from our Biller Portal, the authorized City user selects the "Search" dropdown option from our top menu bar, and then can either search customers or payments to find the transaction. Unlike with many of our competitors, the City can refund partial amounts back to the customer using InvoiceCloud.
If searching by payment, the City user may search by customer name, account number, invoice number, biller reference, payment amount range, credit card number, credit card type, approval status, payment type, transaction source, transaction type, date range, and/or Biller Username .
City user can also find specific payments by accessing the customer's profile in the Biller Portal and finding the payment in their history. This may be more convenient if processing other manual updates for the customer at the same time, like correcting an email address or phone number. Once the user finds the customer, they then click the redhead icon to access that customer's Biller Portal profile.
Once the user finds the payment, they click the green dollar sign button to "process a new transaction"—in this case, a to issue a refund or credit. This launches our screen for processing the credit. This can include a partial amount if City allows.
13. The Consultant must provide daily batch close reports, daily management reports, ACH rejects, file processing notifications. ACH Reject Notifications, paperless customer email bounce reports, and customer request system notifications to multiple staff members via email.
Our Biller Portal includes every report named in this requirement, additionally we offer many standard and ad hoc reports with date ranges and drill down options to view details . All reports are available 24/7 through the Biller Portal. Most of the standard reports can be defined by date range, payment type or bill type criteria, in addition to criteria particular to the report (like name or email for the customer report) to produce targeted results. Our system uses open architecture and is Open DataBase Connectivity (ODBC) compliant to allow data extraction and facilitate reporting.
City can define its own reports or use our pre-configured reports, including Auto-Pay Report, Custom Reporting, Customer Conveyance, Data Synchronization History, Expiring Cards, Pay by Text Registrations, Email Change Report, Email Do Not Send List, Email Notification Summary, Email Statistics, Email Tracking, Total Outstanding Invoices, Paperless Report, Paperless Registration History Report, Paperless Bounce Report, Paperless Billing Report, Daily Payments Received, Monthly Summary, Registration, View Scheduled Payments, PDF Monitor, and PDF History.
For specialized reports, Custom Reporting allows City to define and create various reports and either view immediately on screen, download to Excel, or create a scheduled report. These custom reports are 100% self-service and can be created by the City 24/7/365. InvoiceCloud offers Excel, CSV, and PDF for some specific reports.
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All InvoiceCloud data can be drilled down and then exported to Excel, including daily, monthly, or date range payment activity. If the reporting or data being searched is under 1000 rows, then reporting is delivered immediately. Users can also schedule custom reports for a certain frequency and day of the month. The user can send that custom report to any number of individuals.
14. Ability to accept payments beyond the due date when applicable with balances automatically updated daily with no intervention from City staff.
Yes, our APIs automatically update customer balances on already-issued invoices as the City makes adjustments in Harris Cayenta with no intervention by City staff. Customer also have the ability to make payments beyond Due Date with Scheduled Payments.
15. Allow multiple bills to be paid with a single transaction.
Yes, InvoiceCloud supports the ability to pay multiple bills or accounts in a single transaction. This applies to Cayenta CSS Registered Users, as well as One Time Payments for Guest Users. On the Customer Portal landing page, users can look up their bill using criteria--e.g. Account # or Service Address--configured by the biller (Figure D-). They can also view an exact PDF of their invoice, set calendar reminders, and build a shopping cart to pay for multiple invoice types.
Figure D-35. Finding Your Bill for One-time Payment. Customers quickly find their bill using search criteria defined by the biller in accordance with your business rules.
InvoiceCloud provides a robust Shopping Cart experience: payers can add multiple invoices from multiple billing departments to their cart, even from disparate billing systems, and pay them all in a single transaction (Figure D-).
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Figure D-36. One-Time Payer Adding Multiple Invoices to the Cart. One-time payers can control their payment options at any point of purchase, increasing the likelihood of e -adoption.
InvoiceCloud also maintains line items for each invoice against the total balance, depositing funds to different bank accounts, per your business rules (Figure D-).
Figure D-37. Checkout Multiple Accounts With Shopping Cart. City customers can resolve multiple transactions from differing accounts by gathering the invoices in our Shopping Cart feature and paying them all at once.
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16. Allow multiple payment types from customer for the same bill.
Yes, customers can make separate partial payments with different payment types (credit card vs ACH).
InvoiceCloud automatically updates the customer's balance between transactions in real-time, so customers only see the remaining balance due after their previous payments.
17. Allow partial payments and/or over payments if selected by the City for specific bill types.
Yes, if the City chooses, InvoiceCloud can allow partial payments (Figure D-). We apply these settings for specific invoice types, requiring, for example, deposits to be paid in full, while allowing partial payments for other transactions through our true SaaS configurability. The City can request changes to accommodate new business rules at any time through our HelpDesk.
Figure D-38. One-Time Payment Options. If City allows partial payments, InvoiceCloud provides a field for customers to enter an amount.
18. The administration application must include permissions management and accommodate multiple administrative levels which can be assigned to allow different functionality base on staff position requirements.
The City can limit staff access to different data and processes within the InvoiceCloud system through the permissions management function located in the Biller Portal. The functional areas within the Biller Portal are further broken down into specific tasks, which can be allowed or disallowed by user ID. The City can, for example, allow a staff member to research payments, but not allow them to perform a credit or process a payment. Each permission is applied to a user ID on an individual basis to maximize flexibility. The system administrator can allow or disallow access to functions, such as viewing data, creating reports, re-sending email notices, processing payments, credits or refunds, editing email
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templates, and more. Since permissions are controlled by the City’s administrator, changes can be made quickly on an as needed basis.
InvoiceCloud is also adding role-based access control (RBAC). The City can limit staff access to different data and processes within the system through role-based and permissions management functions located in the Biller Porta. The functional areas within the Biller Portal are further broken down into specific tasks, which can be allowed or disallowed by user ID. The City can, for example, allow a staff member to research payments, but not allow them to perform a credit or process a payment.
19. Password for administrative application must be at least eight characters.
InvoiceCloud’s administrative application, the Biller Portal, requires a secure username and password.
Passwords to access the Biller Portal must be 8 characters long and must contain one capital letter, one alphanumeric, and one special character (!,$,?, etc.). InvoiceCloud automatically prompts registered administrators to change their password every 90 days. Our system rejects previously used passwords during any password reset, whether prompted automatically every 90 days or manually by a CSR.
20. The administration application (portal) must use multi-factor authentication; please provide information on any two factor authentication options you offer; email, txt msg, or authenticator app (preferred).
Multi-factor authentication for Biller Portal is a 2024 Roadmap item. InvoiceCloud's Product group invites the City of Roseville to participate in our upcoming product interviews to further define use cases and requirements for MFA, as well as participate in future beta groups.
21. Consultant will provide the ability for the City to create a maintenance window for a specific duration at a specified time. Describe any capability to schedule a maintenance window for a future date/time and duration, as well as the process for holding any payments in a queue to be processed/sent to the CIS, once the maintenance window is complete.
The City can set-up a Biller Maintenance Window (this is self-service from the InvoiceCloud Admin Portal). The message and times (also can be set as recurring) is controlled by you. If a source (or billing) system is down (such as Harris Cayenta ), InvoiceCloud can still process payments. Our system stores the payments in a queue and posts them back to the source system once it is online again.
22. Payment history should include all types of payments made through the payment gateway.
InvoiceCloud's payment history includes all InvoiceCloud payments made through InvoiceCloud Service, and, InvoiceCloud will show Adjustments made via offline sources (e.g. paper checks or other source which City will post directly into CIS. Remember, InvoiceCloud is one SaaS platform with many configurable features and sources, not multiple- separate payment channels.
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23. Describe in detail how security is handled for information shared between the Consultant and the City via email or online.
InvoiceCloud encrypts and tokenizes all PCI sensitive data so that we take full PCI responsibility for the data stored in our system. We do not share any raw, unencrypted sensitive data with City systems.
24. The Consultant must allow site visits by City personnel.
InvoiceCloud is a 100% remote solution. Our single instance, multitenant service is hosted in secure data centers provided by Microsoft Azure, which are not open for site visits. The City is welcome to visit our offices in Braintree and Marlborough, MA and Brownsville, TX, though.
25. The Consultant must provide necessary security to protect the City’s data from unauthorized access. Please provide details about the security measures that are in place. Include procedures for ensuring that only authorized persons are admitted to the production floor.
InvoiceCloud’s security protocols go far above and beyond what is required by the industry. We have one of the strongest—if not the strongest—security procedures in the industry. To start, we use two levels of encryption, called Double Encryption Methodology (DEM), even though only one is required by PCI. By using two separate encryption layers, in the unlikely event that a hacker ever stumbled over a valid data element, he/she would have to go through an entirely new process to find a second. Other companies encrypt files; InvoiceCloud double encrypts all data elements. Due to the public nature of RFP responses, we cannot provide full details of our encryption schemes, but we have been told by Trustwave, one of the most advanced security firms in the country, that our encryption techniques are so advanced that they should be patented.
InvoiceCloud protects the City’s sensitive data and access to it through redundancy at our data center, which is hosted and managed by Microsoft Azure. Azure provides full redundancy to protect data and eliminate loss of service or downtime. Azure is SSAE 16 Type II SOC 1 and 2 certified and PCI certified as a level one service provider, which reinforces Azure's ability to provide secure services to its customers, particularly in the e-commerce sector, where the need to protect cardholder information is critical. The scope of Azure's PCI service provider accreditation covers physical security for all U.S. data centers and offices, as well as employee access to network devices. Redundancy is carefully planned for all Azure equipment using virtualization and snapshot/backup technology. InvoiceCloud also uses stateful firewalls, web application firewalls, and local anti-malware to protect our systems.
InvoiceCloud allows customers to pay any bill through one-time payments, which increases adoption of online payments. We control these one-time users’ access to invoices and other data through required authentication fields in the form to locate their account (Figure D-). We will work with the City to determine which authentication fields are required.
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Figure D-39. InvoiceCloud’s Landing Page with Authentication Fields. The City can enforce access to records by defining required authentication fields versus optional ones.
The City can also limit staff access to different data and processes within the system through the permissions management function located in the Biller Portal (Error! Reference source not found.). The functional areas within the Biller Portal are further broken down into specific tasks, which can be allowed or disallowed by user ID. City can, for example, allow a staff member to research payments, but not allow them to perform a credit or process a payment. Each permission is applied to a user ID on an individual basis to maximize flexibility. The system administrator can allow or disallow access to functions, such as viewing data, creating reports, re-sending email notices, processing payments, credits or refunds, editing email templates, and more. Since permissions are controlled by the City’s administrator, changes can be made quickly on an as needed basis.
InvoiceCloud controls access to registered customer’s data through our password policy. Before delving into our password policy, it is important to note that InvoiceCloud stores all passwords using our unique DEM. In fact, a 3rd party security auditor recommended we apply for a patent after seeing it, remarking “I’ve never seen anything stronger.”
For City staff, InvoiceCloud’s administrative portal, the Biller Portal, requires a secure username and password. Passwords to access the Biller Portal must be 8 characters long and must contain one capital letter, one alpha numeric, and one special character (!,$,?, etc.). InvoiceCloud automatically prompts registered administrators to change their password every 90 days. Our system rejects previously used passwords during any password reset, whether prompted automatically every 90 days or manually by a CSR.
Once a customer elects to register with InvoiceCloud (which is not required to make a payment), they are immediately prompted to setup a password. While InvoiceCloud provides information concerning
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the creation of strong passwords, the only limitation for registration is that the password much be at least 5 characters long.
26. CSR’s will have access to an email control console to 1) see a history of sent emails or text messages and 2) allow manual resend of any sent email or text message.
The City can review the history of emails sent to a customer through their Biller Portal profile. The City can separately review Pay by Text history through the Pay by Text tab in the customer's Biller Portal profile. The City can resend email and Pay by Text notifications on demand from the customer's bill history tab. The customer then follows our URL to self-service pay their bill by entering their own credit, debt, ACH, or digital wallet (e.g., Apple Pay, PayPal). This shows the customer how easy it is to pay online and presents the option to enroll in AutoPay and Paperless at the same time.
27. CSR’s must be able to lookup a customer by at least: first name, last name, account number, login ID, email address.
In the Search drop-down, the user can search, view, and edit customer profiles. This allows City staff to log in as that customer (e.g., during a phone call) to edit their profile or verify payment information, including:
• Any stored payment account information (account numbers are truncated, staff cannot get full credit card or bank account numbers).
• 24 rolling months of all payment history and e-bills. • Paperless settings / Pay by Text setting.
• Auto-pay settings / Create a new autopay on customer behalf. • E-mail address on file and all e-mail history (including click through status). • Linked accounts, if any.
• Customer Activity (Customer Portal login information). • Customer Options (block a customer from using credit card).
From this page, a user can login as the customer with one click and have the same experience the customer does. The user can view all payment and billing history for that payer (Error! Reference source not found.). Clicking on the credit cards tab displays the card data on file that the customer used to pay with (middle 8 digits hashed out for security purposes).
28. CSR’s can change a billing message on the main page of the payment gateway.
Yes, CSRs can change messaging in several areas on the virtual site. We also offer custom messaging with the option to include graphics, URLs, colors and various sizes. There is a main page Welcome Message, Contact Info/Right Column, Custom Messages throughout the payment flows, and finally custom messaging in each of our 30+ Email Templates. Message changes are submitted via HelpDesk ticket or with your assigned CSM.
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29. Payment site must be optimized for desktop, tablet and mobile devices (responsive design).
InvoiceCloud designed our Customer Portal to be mobile responsive, meaning it changes based on the size of screen it loads on to be readable and maintain all user functionality. This “Mobile First” mentality provides the same presentment and payment experience on mobile screens (e.g., tablets and smartphones) as on desktop screens (Figure D-). By using Bootstrap, a standard CSS framework, InvoiceCloud automatically shifts the display to hide/add sections based on the display size as well as when the display size is resized.
Figure D-40. InvoiceCloud’s Mobile Responsive Site Design. Customers can find any type of bill the City allows online payment for in one convenient location.
Once in our mobile responsive site, we provide the most robust one-time payment system in the industry. Registered and unregistered customers can fill a shopping cart with related payments and pay in three or fewer steps, during which we provide multiple opportunities and incentives to register, link a phone number or email address to their accounts for text and email notifications, go paperless, or enroll in AutoPay.
30. Browser compatibility: Chrome, Safari, Android, Firefox, and Edge.
InvoiceCloud's Customer Portal is device-, operating system-, and browser-agnostic, working on virtually any device using Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge browsers updated to include TLS 1.2 or higher encryption.
31. OS compatibility: Windows, Mac and Linux.
InvoiceCloud's Customer Portal is compliant with Windows, Mac, and Linux operating systems, provided that users access our service through a web browser with TLS 1.2 or higher encryption capability.
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32. No pop-up windows in the payment process.
InvoiceCloud does not employ pop-up windows in the payment process. All functions occur in the browser window.
33. Single sign-on from the City’s customer self-service site for customers.
InvoiceCloud integrates with Harris Cayenta's Customer Self-Service (CSS) portal, using a secure single sign-on (SSO) method. With one login, customers can access CSS and make payments through our solution (Figure D-). This helps the City improve adoption of e-payments by customers who have an established CSS account. InvoiceCloud supports more than 300 different clients with SSO integrations with various front-end CSS and portals, from custom portal solutions to off the shelf applications. Today, CSS includes several easy ways for customers to access InvoiceCloud, using re-directed links as displayed below.
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Figure D-41. Example of SSO with InvoiceCloud. SSO automatically logs customers into both the CSS and InvoiceCloud, and is PCI Level 1-compliant.
InvoiceCloud can also embed our EBPP into utility portals--including Harris Cayenta /Silverblaze's new Customer Engagement Portal (CEP), Accelerated Innovations MyMeter, VertexOne VXsmart and VXengage, and many others, using iframes. An iframe is an HTML element that allows an external web page to be embedded in an HTML document. Unlike traditional frames, which are used to create the structure of a webpage, iframes can be inserted anywhere within a webpage. Most utilities want to match the existing look-and-feel of their website/portal and only InvoiceCloud supports this capability.
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InvoiceCloud works with City to customize the complete look-and-feel of our SSO-embedded iframes (Figure D-). By clicking on an action tab, like Pay My Bill, Auto Pay, or Paperless Bills, InvoiceCloud simply opens in an iframe, or in a separate dialog box directly from Harris Cayenta CEP. This means no more second tab experiences and, and from the customer’s perspective, it appears to be the same CEP product. We can edit our iframes and APIs to provide a seamless look-and-feel, match the City’s branding, and make the payment process easier for customers.
Figure D-42. InvoiceCloud's iframe-embedded SSO integration in development with CEP (Silverblaze). SSO automatically logs customers into both City's portal and InvoiceCloud, creating a seamless and secure payment experience.
34. Customers can pay for multiple accounts with a single check-out.
Yes, as previously described in question 15, InvoiceCloud supports the ability to pay multiple bills or accounts with a single check-out. This applies to Cayenta CSS Registered Users, as well as One Time Payments outside of the login.
35. Customer one-time payment with 1) account number, 2) email address only.
InvoiceCloud can allow a customer one time payment with Account and Email only, however best practice around customer privacy recommends Account Number and a 2nd unique field, such as Name, Zip Code, or Address. The City's one time pay today is configured for Account Number and Last Name (Figure D-). We will work with the City to determine which authentication fields are optimal going forward, and if changes are made they will be done with no Cost to the City.
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Figure D-43. InvoiceCloud’s Landing Page with Authentication Fields. The City can enforce access to records by defining required authentication fields versus optional ones.
36. Users can request a password reset: email is sent with a temporary password.
Customer will create a new password on first login.
InvoiceCloud's native portal supports self-service password reset, with an email link. Because the City is using CSS as the front end portal, CSS has ownership over Registration and Password re-set functions. All passwords are stored with InvoiceCloud, which keeps the PCI compliance with InvoiceCloud. However, these customer functions are currently managed by CSS. In the future if City selects a new CSS partner thorugh it's RFP, Registration and Password Re-set will continue to be functions of that site, with InvoiceCloud supporting via APIs behind the scenes.
37. Customers can store payment information in the gateway for recurring use.
Customers can add or update an unlimited number of credit, debit, digital wallet, and bank accounts, including Apple Pay and Google Pay, to pay their bills by saving payment methods in our registered SSO experience (Figure D-). This is 100% self-service, requiring no City staff to assist. Once customers enter payment methods and set a default account, they can pay faster in the future, skipping steps in the payment process. For example, during the registered payment process, the customer skips the Payment Information screen and is taken directly to review their payment and decide whether to submit or edit it. If they receive an SMS text notification of an open invoice, they can pay simply by replying “Pay” to the text.
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Figure D-44. Updating Payment Methods. Customers can save any number of payment methods, including Apple Pay and Google Pay, they want.
38. CAPTCHA security codes must be easy to read and must meet accessibility requirements.
InvoiceCloud removes friction from the payment process by using Google's reCAPTCHA v2, which only presents a CAPTCHA challenge when presented with an unfamiliar user or IP address. Google's reCAPTCHA v2 includes a continuously learning algorithm that determines whether the user is a human or machine. Suspicious user activity prompts a CAPTCHA challenge. Known users (humans) with non- suspicious activity may proceed without being constantly challenged. The system logs users by their IP addresses. In the event that a user is submitted to a CAPTCHA challenge, the security codes are easy to read and meet accessibility requirements.
39. Payment gateway must be Web Content Accessibility Guidelines (WCAG) 2.0 compliant.
As a true SaaS platform, InvoiceCloud works on any device, mobile or otherwise, with any internet browser and connection through our mobile responsive web design. We use live text, as opposed to icons and images, as much as possible, which can be read out loud, translated, etc. using most major browsers' specialized accessibility and translation extensions and tools (e.g., Google Translate in Chrome).
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InvoiceCloud is committed to making its web sites accessible to the widest possible audience, including individuals with disabilities. We designed and continue to update our front-facing platform to comply with Section 508 of the Rehabilitation Act. We update our site in accordance to recommendations from our third-party accessibility assessor, Level Access. Founded in 1997 by engineers with disabilities, Level Access has been in the accessibility business since before Section 508 and the WCAG existed. Level Access evaluates us on the following criteria:
• Readability. We selected fonts that make our content easy to read and understand. We define our text using relative units so that users can change the font size or color using their web browser. We use color as a design element, not to describe or present information. • Structure. We design clear, well-structured content using style sheets that do not interfere with user-defined style sheets. Our site is semantically correct, strictly dividing content and layout. This ensures that our content remains readable in all browsers. We code all tables according to the rules of the markup language used to create tables and include appropriate table tags. We keep our flicker rate within acceptable frequency standards (between 2 Hz and 55 Hz). • Images and Media. Whenever possible, we use live text instead of graphics. We describe all images with the ALT tag if they contain text. If used, we accompany any Flash content, multimedia, image maps, applets, and plug-ins with a text description of the media if it contains useful information. • Navigation. Ease of use and navigation is our top design priority. We construct electronic forms that associate all input fields with descriptive text, making it easier for screen readers to assist users.
Users can skip repetitive navigation links to simplify site use. When we require a timed response, we prompt the user and give them sufficient time to indicate when additional time is needed to complete a task.
We have attempted specifically to comply with Section 508 referring to website accessibility standards, and all information should be accessible via screen readers and other accessibility tools. If users have difficulty accessing information on this site, they can report the nature of their accessibility problem, the Web address of the requested information, and contact information via email at [email protected].
40. Easy transition (single link) from the customer self-service site to the gateway and back.
Yes, as described in requirement 33 "Single sign-on from the City’s customer self-service site for customers." We offer several options for partners and clients to access the InvoiceCloud customer portal pages. Today, CSS easily directs Payers to our site via re-directs, which can be configured by CSS partner for the same browser window or new browser window. Alternatively, and our preferred method, the CSS portal partner can embed InvoiceCloud using iFrames for a more seamless online Customer Payment Experience.
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41. City staff must be able to use City artwork to create a customized interface that mimics the city website.
The City can apply its own artwork to self-service change the logo on our Customer Portal, invoices, and email notifications. The City can also edit numerous event-driven email templates with City artwork, including first, second, and third open invoice notifications; expiring credit/debit card alerts; upcoming AutoPay and Scheduled Payment reminders. Any modification made to our Customer Portal changes the branding on any device, whether a standard computer screen, tablet, or smartphone.
The City also has access to InvoiceCloud's Marketing Team to further customize the look and feel to our the landing page used for One-time Payments, including the banner image, button colors, and custom content below those buttons (Figure D-). Custom content can include text in any or multiple languages, City artwork, and links.
Figure D-45. InvoiceCloud Landing Page Customization Options. The City can set the look and feel of its InvoiceCloud One-time Payment Landing Page.
The following is an example that our Marketing Team helped with (Figure D-).
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Figure D-46. Custom Offers in Customer Portal for Other City Initiatives. The City can increase customer awareness of other initiatives by developing custom ads with InvoiceCloud’s professional marketing team.
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42. Payment system must utilize HTTPS and redirect to HTTPS if HTTP is chosen.
InvoiceCloud does not host or send any PCI-sensitive data through the City's servers. Customers enter their payment information directly into our platform and have the option to store it on our PCI Level 1 secure servers if they register. InvoiceCloud double-encrypts all data in transit and at rest through 256- bit or better TLS, 2048-bit SSL, and 256-bit AES directly to our payment processor, Chase Paymentech.
All connections to InvoiceCloud are over https/tls to encrypt all sensitive customer data. Customers can easily see that our Customer Portal is secure by its URL beginning with “https://” and the lock symbol in their browser, which indicates that we are third-party verified as holding a valid SSL Certificate (Figure D-).
Figure D-47. InvoiceCloud’s Customer Page Encryption and Branding. Customers can easily see that InvoiceCloud is secure, check its credentials (which are third-party verified), and a legitimate part of City services.
43. Allow customers to schedule payments, enroll in automatic payments, elect paperless billing and elect for pay-by-text and text message notifications using online self-service all within the same payment system.
On average, InvoiceCloud clients increase electronic payment adoption by 59% and paperless billing by 104% in our first 12 months of service. We accomplish this by making paperless billing, as well as AutoPay and Pay by Text, enrollment a 100% electronic, self-service process for both registered and
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one-time customers in all of our engagement points of our payment system, requiring virtually no action by City staff (Figure D-).
Figure D-48. Enrolling in Pay by Text, AutoPay, and Paperless Without Leaving the Payment Process. Customers can enroll mid-payment process, at the very end, and from their confirmation email.
InvoiceCloud also eases customers into paperless billing by requiring an email address with every payment, providing email bill reminders while still mailing paper bills. This helps customers learn to use e-bill reminders, and many choose for themselves to "save a few trees" when they see how much easier it is to pay from that notice than to maintain a paper bill bin.
Customers can elect to go paperless in lieu of receiving a printed and mailed paper bill, saving the City time and money. We can limit this to only bill types permitted by statute and the City's business rules through true SaaS configurability. We also take extraordinary, yet automated steps to protect customers from missing bills due to data entry errors or email changes. This round-trip, self-service process starts with the customer electing to go paperless either during the payment process (including non-registered customers) or through our SSO Customer Portal (Figure D-). Once enrollment is complete, we automatically update both your bill printer and CIS through batch files.
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Figure D-49. Changing Paperless Options per Invoice Type in the Customer Portal. Registered customers can dictate exactly which bills to go paperless and which ones they still need paper copies of.
Non-registered customers can opt into paperless billing, as well as Pay-by-Text, during the third and final step on one-time payment, when they review and process it (Figure D-). Prompting the customer to sign up for paperless and Pay-by-Text each time customer makes a one-time payment (approximately 40% of annual payments through IC) helps increase participation and, ultimately, save our billers money.
Figure D-50. Higher e-Adoption by Providing More Options for One-time Payers. One-time payers can forgo traditional registration while opting into paperless billing and AutoPay, by email or text.
The customer starts receiving paperless invoices by email for their very next bill and can opt back into receiving paper bills at any time through their Customer Portal Profile. After enrollment in paperless billing, InvoiceCloud automatically suppresses paper bills without requiring action on the City's
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part. As part of our seamless integration, InvoiceCloud can automatically flag accounts as paperless in the City’s billing system. We also automatically provide an updated list of the City’s paperless customers to its bill printer, expediting the process to save money by printing and mailing fewer bills.
To ensure that customers do not miss a payment due to data entry errors or email address changes, InvoiceCloud automatically re-registers customers for paper bills if their first of three bill notification emails bounce. This provides more than enough time to avoid a late fee and, again, requires no action whatsoever on the City's part.
44. Confirmation of scheduled or cancelled payments, paperless registration or cancellation, automatic payment registration or cancellation, and pay-by-text registration or cancellation, must be displayed online at conclusion of the request and customer must receive email or text confirmation of changes within 2 minutes of completion.
Yes, customers receive confirmation of enrollment changes both on-screen at the end of the process and in email within 2 minutes of completion.
45. Payment confirmation must be displayed online at conclusion of payment transaction and allow for a printable receipt, and customers must also receive a “Thank you for your payment” email confirmation or text message within 2 minutes of authorization.
Yes, at the end of every transaction, InvoiceCloud displays a confirmation page that includes a "Thank You" message, as well as a transaction date, amount paid, a unique confirmation number, and a notice to the customer to print out and retain the confirmation page as a receipt (Figure D-). We require an email address for every online transaction so that we can also email this confirmation to the customer in case they close their browser window before downloading their receipt. The customer should receive this email within two minutes of seeing the Payment Confirmation screen in our Customer Portal. If the customer pays by text, they receive a confirmation with a link to their receipt in their text messages.
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Figure D-51. Confirmation Screen and Receipt. The customer receives confirmation of payment at the end of our payment process and a receipt.
46. Service should notify customers to update their credit card information 60 days prior to their credit card expiration date and again at 30 days prior to expiration if the customer has not updated the information.
Yes, InvoiceCloud sends two credit card expiration reminders by email at 60 and then 30 days from expiration date. The City can modify these templates to include special messages and instructions.
47. Payment gateway should be available in English and Spanish.
As a true SaaS platform, InvoiceCloud works on any device, mobile or otherwise, with any internet browser and connection through our mobile responsive web design. We designed our page to work with any browser's accessibility tools required by users who do not speak English fluently or have a disability (Figure D-).
We use live text (as opposed to icons and images) as much as possible, which can be read out loud, translated, etc. using most major browsers' specialized accessibility and translation extensions and tools (e.g., Google Translate in Chrome or our own future tool). We also avoid putting too many search options behind drop-down menus and pop-ups that are often inaccessible to translation plugins and other tools. To facilitate clear translation in any language, we use simple, concise language for all field definitions in our forms, writing at a fourth-grade reading level or lower. We avoid using any English language idioms, contractions, or other "untranslatable" terms.
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Figure D-52. InvoiceCloud’s Compatibility with Native Browser Translation Tools. City customers can translate our live text-optimized website using browser tools like Google Translate.
48. City staff will receive email notifications if there are any disabled/incorrect email addresses used in the delivery of bills or emails.
Yes. InvoiceCloud also collects data on successful message delivery, which is available in our Biller Portal reporting. Should a paperless customer's email bounce back as undeliverable, we automatically place the customer back in the bill print file. We also notify City of the bounce by email and maintain real-time reporting on all bounced paperless messages in our Biller Portal's Paperless Bounce report.
49. Link in the notification email brings customer directly to the payment page on the site after login.
Yes and no other RFP respondent offers this level of tokenized email links. At InvoiceCloud, we analyze the most frequent customer touchpoints and design our application to remove the most friction in each.
Without InvoiceCloud's tokenized links, your customers would be required to log in to their profile each and every time they want to make a payment. If the Payer can't remember thier password or doesn't
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have it saved – you have just created a point of friction. The Payer is equally likely to abandon the payment, or call into Customer Service for help.
InvoiceCloud emails contain links with authenticating data to go directly to their payment route using tokenization. They can choose 1) View Invoice or Pay Now, which takes users to the payment in our Shopping Cart or 2) OneClickPay, which skips the invoice search and shopping cart altogether and takes customers to the third and final payment step (Figure D-).
Figure D-53. Direct View Invoice or Pay Now Link from Email Notification to the InvoiceCloud Shopping Cart.
Clicking the "View or Invoice Pay Now" button from an authorized email address authenticates customers, allowing them to either start the payment process or add additional invoices to their payment in their device's web browser .
Like Amazon 1-Click, OneClickPay makes the payment process quicker and easier by taking the customer to the final payment screen with default payment method already selected. This quick and simple payment experience is expected by your customers in all modern platforms.
50. Ability for City staff to setup numerous email and text message notifications, such as upcoming payment due (bill ready to pay), invoice payment receipt, upcoming auto payment, failed auto payment, failed scheduled payments, registration confirmation, auto payment registration, paperless registration, late fee invoice notice, ACH rejects credit card expiration, scheduled payment reminder, auto-payment reminder, flex-pay schedule and customer registration.
InvoiceCloud's intelligent communications engine offers the City more automated email templates than any other RFP respondent. This is the backbone of our adoption engine, and a primary means for helping your customers to remember to pay bills on time.
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InvoiceCloud offers more than 30 EBPP event-driven emails based on the customer's real-time account status and invoice balance from Harris Cayenta, InvoiceCloud enrollments, and payment status, including all email message notifications sent above. The City can self-service customize these templates, which InvoiceCloud sends automatically if, for example, a customer's payment was rejected, but there's still time to pay with other means. We also send up to three notifications per bill, depending on when the customer pays, and always with their latest balance if they already paid a partial amount.
The City can send text notifications of new open invoices, and customers with a stored payment method can pay that bill with a text reply.
InvoiceCloud also provides our optional Outbound Campaigns feature, which expands beyond our standard EBPP email and text notifications to allow the City to design automated IVR calls, emails, and text messages to subsets of your customer base. Unlike our standard EBPP notifications, which send based on the customer's account status and balance, Outbound Campaigns lets the choose to leverage our communications engine in strategic ways beyond billing and payments. The can send custom voice, email, and text alerts about emergencies, changing office hours, impending shutoffs, and more to all or portions of your customer base. We provide robust customization and scheduling options for all communication options, as well as reporting on how many customers each channel reached (Figure D-).
The City can create and save target user groups, and customers can opt out of these notifications without affecting their paperless or Pay by Text enrollments.
Figure D-54. Schedule Outbound Voice Campaign. The City can create and customize Outbound Voice Campaigns with advanced settings like, in emergencies, overriding customer opt -outs or including a transfer out option, like to Selectron's IVR system to pay their late bill.
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51. Email notifications must be customizable and allow targeted messages with links to inserts, banners or news announcements. The service must accommodate different email notification messages for each bill type.
Email notifications are customized using our Biller Portal’s Email Management tool with built-in MS Word-style editor (Figure D-). The email templates are separated by invoice type, so different messages can be assigned to Residential vs Commercial. All notifications are template driven so that the City can customize the messaging on the notification and use them, if desired, to alert customers to current or pending events or due dates. In addition, templates are invoice based, so City can use different information in the email messaging on an invoice-by-invoice basis. We provide both Word and HTML views, plus the ability to insert variable fields (such as Invoice Due Date) into the body of the email, add graphics or website links, and send test emails prior to saving changes in the system.
Figure D-55. InvoiceCloud’s Unmatched Email Management Tool. No other EBPP provider provides this level of control over the content and branding of its email engine.
Additionally, concise reporting is available in the Biller Portal regarding the status of customer email notifications, including whether the customer opened and clicked the email to view/pay the electronic bill. The templates also include a test function. Test emails for all template types can be sent to any email address. Targeted messages with links to inserts, banners, or news announcements can be added to most email templates.
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52. Ability to process transactions automatically each night through the auto-close process.
InvoiceCloud settles funds automatically through our seamless integration with Chase Paymentech. We then also automatically update the City's Harris Cayenta CIS in real-time, requiring no manual reconciliation by the City to confirm settlement. The City can then view all transactions by settlement status in our Open Batch and Settled Batch reports, which are available in the Biller Portal, no external reports needed.
InvoiceCloud automatically submits daily payment batches—one for credit and debit cards and another for ACH—to our payment processor, Chase Paymentech at City's preferred cutoff time. (We recommend no later than 6pm PST to meet Paymentech's 7pm deadline.) Chase Paymentech then settles payments in either one or two business days, depending on the City’s preferred deposit method. Chase offers ACH deposits as standard, which take two business days to settle, and wire, which settle the next business day. Please note that wire deposits require approval at merchant account enrollment from their Risk Department.
53. Provide audit trails to track customer/CSR/administrative activities including registration and termination of autopay, paperless, and pay-by-text, edits to payment methods, successful and failed authentications, impersonate customer account. Also, capability to download or forward (preferred) this audit trail on an standard syslog format that can be ingested by a SIEM (Security Information and Event Management System). All audit trails must not contain any sensitive information (passwords, PII, PCI).
InvoiceCloud maintains audit trails and can provide these to the City on request. Application logs control information on all batches of e-bills, payments, logins, and user activity and email notifications. Audit trails are available to track taxpayer/CSR/administrative activities. Transactions, inquiries, and selections in the InvoiceCloud service are date and time stamped to provide complete control and accountability.
Audit logs are kept for one year and systematically reviewed using automated alerts with manual verification.
InvoiceCloud also provides audit trails at the customer account-level in our Biller Portal, allowing the City to review all action taken on an account by an user, including payers, InvoiceCloud staff, and City staff.
54. Real-time integration with utility billing software and customer self-service.
InvoiceCloud utilizes our real-time integration with Cayenta Utilities as well as our Data Pump feature to automatically process payment data and update your CIS as customers complete payments. The City receives more reliable data in real-time through InvoiceCloud and Harris Cayenta’s jointly-built integration. We are Cayenta's preferred EBPP partner, leveraging the best parts of both systems to efficiently automate processes, share data in real-time, synchronize how that data displays for 26 and counting clients, and integrate quickly with no risk of delays for City. Our platform always reflects the RFP #07-099 | Payment Gateway and Processor Services
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latest data in your Cayenta software via a deep integration, reducing administrative work for staff and sending intelligent communications to drive customer self-service (Figure D-). InvoiceCloud and Cayenta meet at least monthly to review our clients and platforms, ensuring that any new updates to either our platform or theirs result in no interruptions in service and the highest ROI for City.
Figure D-56. InvoiceCloud’s Real-Time Integration with Cayenta Utilities. The City's CIS system is updated in real- time as customers complete payments.
Harris Cayenta and InvoiceCloud share data in real-time through jointly-developed APIs. We receive and refresh billing data from Cogsdale using our Real Time Data Refresh (RTDR) APIs and returns payments, paperless, and AutoPay enrollment flags using our Data Pump, a proprietary electronic handshake that delivers 100% data integrity. This synchronization eliminates double payments between payment and batch transmission as well as all manual processes to track enrollment in various payment processes like AutoPay and Paperless billing. This means a simpler payment process for both City staff and customers.
InvoiceCloud then uses this data across our entire omnichannel presentment and payment customer experience, including our iFrames in AI MyMeter.
55. Real-time integration with IVR payment systems.
InvoiceCloud supports the City's IVR partner, Selectron, with real time authentication and processing of all IVR channel payments. All IVR payments are visible in the Biller Portal, posted to Cayenta CIS via our Data Pump, and included in the transaction reporting and reconciliation management tools.
InvoiceCloud proposes to continue using the Selectron IVR system with our APIs for processing.
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56. Persistent payment confirmation: payments are not dropped because of temporary network outages and are transmitted to utility billing system after outage is over until confirmation from CIS is received.
During a network outage or any other time the CIS is unavailable, InvoiceCloud maintains a backlog of payments until our system confirms reconnection and successful data transfer with the CIS.
InvoiceCloud's proprietary Data Pump and RTDR tools use handshake methodology to hold all transactions as pending until we receive acknowledgement from Harris Cayenta of the received transaction. This ensures that no transactions get lost in cyberspace (a common complaint with our competitors). The City can review Data Pump history in the Biller Portal to review time of payment and when its CIS acknowledged and received it.
57. Customer payment portal must be customizable to match the city website look and feel.
InvoiceCloud supports several methods to tailor the skinning and branding of the system for the City.
There are some areas of our Customer Portal that the City can self-service change from our Biller Portal, like the logo on our Customer Portal, invoices, and email notifications. The City can also edit numerous event-driven email templates, including first, second, and third open invoice notifications; expiring credit/debit card alerts; upcoming AutoPay and Scheduled Payment reminders. Any modification made to our Customer Portal changes the branding on any device, whether a standard computer screen, tablet, or smartphone.
The City also has access to InvoiceCloud's Marketing Team to further customize the look and feel to our the landing page used for One-time Payments, including the banner image, button colors, and custom content below those buttons (Figure D-). Custom content can include text in any or multiple languages, images, and links.
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Figure D-57. InvoiceCloud Landing Page Customization Options. The City can set the look and feel of its InvoiceCloud One-time Payment Landing Page.
The following is an example that our Marketing Team helped with (Figure D-).
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Figure D-58. Custom Offers in Customer Portal for Other City Initiatives. The City can increase customer awareness of other initiatives by developing custom ads with InvoiceCloud’s professional marketing team.
58. Reports must have export to CSV, XLS and/or XLSX.
All InvoiceCloud data can be drilled down and then exported to Excel, including daily, monthly, or date range payment activity. If the reporting or data being searched is under 1000 rows, then reporting is
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delivered immediately. Users can also schedule custom reports for a certain frequency and day of the month. The user can send that custom report to any number of individuals.
59. Provide means in which city staff can authenticate into a secure administration application to create reports and/or excel spreadsheets showing daily, monthly, or date range activity for payments, scheduled payments, upcoming auto- payments, registrations, paperless sign ups, auto-pay enrollments, pay-by-text enrollments, and ACH/EFT rejects.
City staff can authenticate into InvoiceCloud's Biller Portal to create all listed reports and export results to Excel. The City can define its own reports or use our pre-configured reports, including Auto-Pay Report, Custom Reporting, Customer Conveyance, Data Synchronization History, Expiring Cards, Pay by Text Registrations, Email Change Report, Email Do Not Send List, Email Notification Summary, Email Statistics, Email Tracking, Total Outstanding Invoices, Paperless Report, Paperless Registration History Report, Paperless Bounce Report, Paperless Billing Report, Daily Payments Received, Monthly Summary, Registration, View Scheduled Payments, PDF Monitor, and PDF History.
60. Ability to provide daily and monthly Summary and Detail Analysis Reporting of customer payments activity.
InvoiceCloud provides both daily and monthly summary reports of customer payments.
We provide a full toolset of detailed views into payments, including our Open and Settled Batch Reports, Payment Reconciliation feature, and Search Payments results. For example: the City can search all payments by account number, date range and confirmation number using our Biller Portal’s Search function. Each search function provides the user with advanced drill down criteria to highlight specific items/trends/issues they desire (such as customer name, account number, invoice number, date, amount, card type, etc.). Our payment search results provide full drilldown into each payment, including bank information and, if declined, a reason code. Additionally, once the search has been submitted, the user can easily extract/download their findings to Excel for further investigation.
InvoiceCloud also offers custom reports for automated delivery to as many email addresses as needed for Payment Details from Yesterday and Payments from Last Month (Error! Reference source not found.). These reports are emailed as Excel-compliant .CSV files for ease of filtering, sorting, and importing into other solutions.
61. Ability to provide reconciliation reporting for daily deposits and batches, segmented by bill type.
InvoiceCloud processes credit/debit card and ACH payments as daily, automated settlement batches through Chase Paymentech. Chase Paymentech works with the issuing bank to process the payment, and then deposits the City's revenue to your designated bank account(s). InvoiceCloud offers a variety of reconciliation reports and tools, where we provide bank Deposit Summaries and drill down into the RFP #07-099 | Payment Gateway and Processor Services
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specifics for all of your deposits and credits. The goal of our detailed reconciliation tools is to reduce your staff time spent on reconciliation.
Among these reconciliation tools is the Payment Reconciliation feature, which allows our clients to drill down into the bank account level details of each deposit and the payments that make up that sum total.
Payment Reconciliation report was designed for and with a beta group of clients, looking for a single report that would show not only deposits but any ACH Rejects, Chargebacks and all of the Online Bank Direct sources (Fiserv and MasterCard RPPS), in order to simplify the daily task of managing deposits.
Our clients find this to be the most comprehensive reconciliation report they have experienced, and we have received five-star client reviews about this tool. Clicking on these totals will present the user with the utility account details of each deposit. InvoiceCloud can also show any debit that was either netted out from the day's total activity or debited separately from the biller’s deposit account. This total also offers a drill down option. Throughout the Biller Portal, users will find popup links to mini training "overviews" designed by our product team, which are helpful reminders especially as your staff is learning all of the benefits of this new system.
62. Fees incurred by City are separate from revenue collected by the City on all financial reports.
InvoiceCloud processes our fees as entirely separate line items from City revenue in our transactions and in reporting. We do not commingle the City’s funds with ours or those of other clients.
63. Consultant can transition of City’s customers currently signed up for automatic recurring payments to their system, supplying the proper layout and relevant information that is needed for the conversion, should the City decide to do so.
The City retains all current AutoPay and recurring scheduled payments enrollments through InvoiceCloud, requiring no transition and avoiding disruption to business operations.
64. No additional costs for updates, upgrades, or enhancements to the system.
InvoiceCloud is the only Harris Diamond partner that has been a Cloud-native, Software-as-a-Service EBPP platform from day 1. All of our clients, including City of Roseville are on the same up-to-date version, and receive no additional costs for updates, upgrades or enhancements to the system. Other companies may propose to deliver a SaaS gateway for the City of Roseville, but that is not the same as having your entire client base (InvoiceCloud has 3,000 clients) ALL on the same single instance multi- tenant SaaS platform.
We have enhanced InvoiceCloud more than 60 times since go-live without financial or IT burdens to the City .
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65. The Consultant must notify the City of all updates, upgrades or enhancements via email.
InvoiceCloud publishes our Product Release schedule online in our Biller Portal for the entire calendar year, and we send reminders via email and our monthly newsletter, Cloudburst.
66. Training must be provided to instruct City staff how to use the system and ongoing training must be available.
InvoiceCloud offers the most extensive training library of any competing platform, complete with short pre-recorded videos which are maintained and frequently added to, and the option to enroll in LIVE training with our specialists any time during the life of our partnership. Training resources do not end with our go live, they are ongoing and available as much or little as needed by each client.
All InvoiceCloud training is available in live weekly training online through our GoToTraining portal. We also provide self-paced recorded training on demand in our 24/7/365 Biller Portal. InvoiceCloud provides all training through web-hosted events, at no cost to the City. During implementation, we host joint Customer Portal and Biller Portal training sessions for City administrators and users, which any number of City departments and personnel can attend. We guide City staff through the entire system using training documentation, live sessions, and access to self-paced eLearning modules. We provide this training with a qualified instructor in a virtual classroom using GoToTraining technology. Should the City require tailored training, we can develop specific content per your needs, which requires only a HelpDesk request.
After implementation, any City team members can enroll in subject-specific refresher courses at no cost.
We divide our training into rotating weekly courses specific to certain products that the City can choose to opt into via the Biller Portal, where we also provide a library of self-paced e-learning modules, including:
• The Consumer Experience: Provides an overview of the InvoiceCloud system from the City’s customers’ perspective.
• The Biller Experience: Provides an overview of the InvoiceCloud system from the City staff’s perspective, including record inquiry and similar routine operations, routine and ad hoc report generation, and interfacing with other systems and programs. • Reconciliation Training: Provides a deeper dive for City accounting staff into record inquiry and similar routine operations, routine and ad hoc report generation, year-end and other periodic processing, and interfacing with other systems and programs related to City accounting records. • Biller-Specific Training: Your Implementation Project Manager will schedule and record any unique or tailored training on InvoiceCloud products selected by the County, such as POS devices, Cloud Payments, and Cloud Store.
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This course-based approach allows us to keep the classes relevant to the audience and comprehensive.
It also allows any of our clients to assign refresher courses or training for new or promoted employees without special and costly accommodations.
Because all standard training is done remotely, training can be done over several days and multiple sessions, rather than intensive one-day training. It is more effective for staff to access more advanced knowledge of the service as the need arise. After implementation, we offer access to live training to the City as well as frequent New Product Training Webinars, at no additional cost for the life of our partnership.
The City can use the training portal that provides a centralized location to access the scheduled live trainings. This portal allows the City to review the current training offerings and register for the sessions that are most convenient (Figure D-).
Figure D-59. Reviewing and Registering for InvoiceCloud’s GoToTraining Courses. The City can find the right classes at the right times for new users throughout the life of our contract.
After registering, registered City attendees can add the training to their calendar as well as receive reminders to ensure they do not miss the training (Figure D-).
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Figure D-60. Setting a GoToTraining Calendar Reminder. The City can invite users to InvoiceCloud GoToTraining sessions through most major calendar applications, including Outlook, Apple, and Google.
Recorded sessions are available on-demand, 24/7/365 from the Biller Portal, and we can also provides links to videos in the Customer Portal.
67. User guides will be provided by Consultant for product use.
The City can self-service access the latest versions of our documentation and videos at any time from the Biller Portal in our Biller Portal Documents Library. The City receives a library of training documentation, including:
• Invoice Cloud Customer Portal Training
• Invoice Cloud Biller Portal Training
• Reconciliation Training
• Quick Reference Guide – Billers
• Quick Reference Guide – Customers
• Online eLearning for additional product add-on such as:
o Online Bank Direct
o Cloud Pay
o Real Time Data Refresh
o Data Pump
o Cloud Store
• Online Billing and Payment Adoption Kit
• Frequently Asked Questions (Customer facing document)
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D.1.3 Detailed Requirements – Highly Desired
1. CSR’s must have the ability to impersonate a customer account in order to mimic the payment view the customer is seeing.
The City's CSRs can impersonate the customer's experience using "Login as Customer" feature in Biller Portal. The CSR can then walk the customer through the Customer Portal to assist with their inquiry. At the same time, using the Biller Portal tools, the CSR could accept a payment on their behalf while the customer is on the call or, if the customer has a mobile device, send a one time SMS link to enable payment from the customer's smart phone. CSRs can also enroll customers in AutoPay, Pay by Text, and Paperless billing from the Biller Portal.
City CSRs use our Biller Portal to view and manage customer accounts. In the Search drop-down in the Biller Portal, the user can search, view, and edit customer profiles. This allows City staff to log in as that customer (e.g., during a phone call) or take other actions:
• View any stored payment account information (account numbers are truncated, staff cannot get full credit card or bank account numbers).
• Download 24 rolling months of all payment history and e-bills (e-Bills requires PDF Linking with InfoSend and is highly recommended)
• Paperless settings / Pay by Text setting.
• Auto-pay settings / Create a new autopay on customer behalf. • E-mail address on file and all e-mail history (including click through status). • Linked accounts, if any.
• Customer Activity (Customer Portal login information). • Customer Options (View payment method block settings).
From this page, a user can login as the customer with one click and have the same experience the customer does. The user can view all payment and billing history for that payer. Clicking on the credit cards tab displays the card data on file that the customer used to pay with (middle 8 digits hashed out for security purposes).
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2. Customer payment system must be easy to use, have no more than 4 steps in the payment process, have intuitive navigation, and have an indicator to let the customer know what step they are in the process.
InvoiceCloud has designed the most intuitive,
and robust payment flows in the industry.
Registered and unregistered customers can
fill a shopping cart with related payments and
pay in 3 (three) or fewer steps, during which
we provide multiple opportunities and
incentives to register, link a phone number or
email address to their accounts for text and
email notifications, go paperless, or enroll in
AutoPay.
InvoiceCloud makes it easy for customers to pay their bills, whether registered or not, through our platform. Customers make one-time payments without logging in to our Customer Portal, which they can access directly from email or text notifications or through your web site. Once in the Customer Portal landing page, the customer can look up their bill using criteria dictated by the biller, such as their Account Number or Service Address (Figure D-). They can also view an exact PDF of their invoice, set calendar reminders, and build a shopping cart to pay for any invoice types offered by the biller.
Figure D-61. Finding Your Bill for One-time Payment. Customers quickly find their bill using search criteria defined by the biller in accordance with your business rules.
InvoiceCloud provides a robust Shopping Cart experience: payers can add multiple invoices from multiple billing departments to their cart, even from disparate billing systems, and pay them all in a Higher E-adoption through One-Time
Payments
41% of online payers use one-time payment channels. Most of these customers do not go online with the intent of
signing up for these additional services. InvoiceCloud
maximizes enrollment (and, thus, print/mail cost savings) by presenting enrollment options as part of the one-time
payment process.
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single transaction (Figure D-). InvoiceCloud also maintains line items for each invoice against the total balance, depositing each to different bank accounts per your business rules.
Figure D-62. One-Time Payer Adding Multiple Invoices to their Cart. One-time payers can control their payment options at any point of purchase, increasing the likelihood of e -adoption.
We provide a simple, intuitive payment
process with proven timesavers, like auto-
filling name and address fields from their
invoice, and automatically presenting other
outstanding bills for the payer to pay (if
applicable). We make it easier to pay from
mobile devices, reduce rejects and
chargebacks, and protect the biller from
payments with flagged accounts for
fraudulent activity. We also embed proven e-
adoption increasing features into our
payment process, like AutoPay, paperless, and Pay by Text enrollment and registration for flexible payment options (Figure D-).
Reduce or Remove Friction in the Payment
Process for Higher E-adoption
• Limit customer keystrokes by pre-populating name
and address fields from the invoice
• Auto-enroll customers into email reminders by
requiring an email address for their receipt
• Eliminate submittal of invalid payment methods by
authorizing card and ACH routing information as
entered
• Increase AutoPay, Paperless, and Pay by Text
enrollment by providing opportunities to self-service
apply payment information
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Figure D-63. Review Payment. One-time payers can forgo traditional registration while opting into paperless billing by email or text or even AutoPay. This is how we achieve our e -adoption rates.
3. Once a customer has registered, he/she should be able to login into his/her account using their email address/ user ID and password. The service should show multiple billing accounts to customers who register for different bill types with the same email/user ID and password.
Yes, once a customer elects to register in the front-end CSS or Customer Engagement Portal, using our Single Sign On (SSO integration, your customers will have access to InvoiceCloud's entire suite of SaaS CX and payment services from the same login. In addition, our SSO supports Account Linking to show multiple billing accounts to customers who register for different billing types with the same user credentials.
For the InvoiceCloud Biller not using a front-end CSS type portal, InvoiceCloud can enable our own Registration and Login configuration, that will use email as login, self-service password re-set function, and Account Linking.
4. POS (Point of Sale) integration option is available.
InvoiceCloud's POS solution is both EMV and Point-to-Point Encryption Certified, which delivers the highest level of security for POS transactions for any merchant. POS terminals are available for utilization by the City for both in person transactions or call center/agent-assisted payments.
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We offer the City a choice of two EMV devices which are fully wireless and contactless PAX A80 and A920 (Figure D-). The PAX terminals come fully integrated with InvoiceCloud, incorporate the highest security functions including PCI-validated P2PE, and work with cutting edge contactless payment methods, like EMV chips, Apple Pay, and Google Pay.
Figure D-64. InvoiceCloud's PCI-validated P2PE EMV Card Readers.
InvoiceCloud offers two CSR User Interface options for processing terminal payments:
• Our Biller Portal, which includes a Virtual Terminal to take payer credit/debit information, whether manually or by card swipe/chip read.
• Our POSPay solution, which integrates with CIS or third-party cashiering solutions and PCI compliant web browser.
Regardless of the user interface selected by the City, all POS source transactions will post to your CIS systems using our real time Data Pump.
5. Clearly show any convenience fees before the payer begins the payment process, and re-display throughout the process.
Service and convenience fees are clearly displayed on the home page of the Biller's website, the landing page of the InvoiceCloud customer portal, displayed through the three steps to pay, and again before a payer completes the payment. The Pay by Text feature will clearly display any service fees to the Payer as well (Figure D-).
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Figure D-65. Reviewing the Shopping Cart, including Fees, Prior to Submission. InvoiceCloud automatically sums up applicable convenience fees for all bills in the transaction as a subtotal line item as customers check out.
6. Reports have search function per column.
InvoiceCloud provides internal search tools in our Biller Portal. The City can search all payments by account number, date range and confirmation number using our Biller Portal’s Search function. The Search drop-down allows a user to search for Customers, Files (adjustments files, invoice files, payments files), Invoices (current or outstanding), and payments. Each search function provides the user with advanced drill down criteria to highlight specific items/trends/issues they desire (such as customer name, account number, invoice number, date, amount, card type, etc.). Additionally, once the search has been submitted, the user can easily extract/download their findings to Excel for further investigation.
In the Search drop-down, the user can search, view, and edit customer profiles. This allows City staff to log in as that customer (e.g., during a phone call) to edit their profile or verify payment information, including:
• Any stored payment account information (account numbers are truncated, staff cannot get full credit card or bank account numbers).
• 24 rolling months of all payment history and e-bills. • Paperless settings / Pay by Text setting.
• Auto-pay settings / Create a new autopay on customer behalf.
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• E-mail address on file and all e-mail history (including click through status). • Linked accounts, if any.
• Customer Activity (Customer Portal login information). • Customer Options (block a customer from using credit card).
7. Reports have filter function per column.
InvoiceCloud defines and generates most standard reports by date range, payment type, or bill type, as well as criteria particular to the report (like name or email for the customer report) to produce targeted results.
8. Reports have a sort function per column.
After creating a report in the Biller Portal the City can export the data to Excel, where each column in the export can be filtered and sorted as the City wishes.
9. Consultant provides online customer support ticketing system.
InvoiceCloud monitors our ticketing system 24 hours a day, 7 days a week, 365 days a year. Our entire support staff sees tickets as City submits them, and we route the issue to the appropriate responder immediately. We strive to address all emergency tickets within one hour, no matter when submitted, and all other tickets within 24 hours. The City can also track the status of its tickets in the City’s Biller Portal for real-time status updates, including who's assigned to it, its escalations path, and notes.
HelpDesk requests become trackable tickets in our system to resolve all issues, request training and provide product feedback and suggestions. We strive to use the ticketing system for all requests so that inquires, and resolutions may be tracked and resolved in a timely manner. The City can also use this interface to upload screenshots of issues you're currently experiencing.
D.1.4 Customer Support and Disaster Recovery Requirements - Required
D.1.4.1 Customer Support
1. The selected Consultant will be expected to accept payments and participate in testing prior to implementation.
InvoiceCloud accepts credit, debit, ACH, Apple Pay, Google Pay, PayPal, and Venmo payments across our true SaaS solution's omnichannel EBPP options. Should the City wish to demo a configuration change or activation of a new EBPP option, we first help test the functionality in the City’s dedicated test portal.
The Implementation Manager will provide City staff with a detailed UAT plan and schedule for all testing.
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2. The selected Consultant will provide and maintain a test environment, available to the City at all times, for testing and training purposes.
InvoiceCloud currently maintains a 'Test' portal environment for the City, which is available at all times, and used for testing and training purposes as required by City. We make this environment available to the City to perform User Acceptance Testing (UAT) during implementation and beyond.
3. The Consultant must provide unlimited customer support during the hours of 7:00 am – 6:00 pm PST.
InvoiceCloud's Client Services team is available to assist you Monday–Friday from 7:00 am–8:00 pm Eastern Time, excluding holidays. You may submit a ticket (at any time) via your Biller Portal, or, during these hours, speak to a Product Specialist who will answer questions, troubleshoot problems and assist as needed to enable you to get the most from your partnership with InvoiceCloud and your use of the EBPP platform. We also provide support after business hours with a phone number to contact for any escalation needs after Business Hours.
4. Consultant will provide access to a fully functioning helpdesk ticketing system 24x7.
Invoice Cloud monitors our ticketing system 24 hours a day, 7 days a week, 365 days a year, and maintains peak Customer Service Center staffing between 7am and 8pm Eastern Standard Time (EST).
Our entire support staff sees tickets as City submits them, and we route the issue to the appropriate responder immediately. We strive to address all emergency tickets within one hour, no matter when submitted, and all other tickets within 24 hours. City can also track the status of its tickets in Support Central for status updates, including who's assigned to it, its escalations path, and notes.
The City can reach our Client Services Center to report issues, receive training, or request new functionality by phone, email, fax, or our self-service HelpDesk Ticket System in our Biller Portal.
InvoiceCloud Client Services Center delivers system and technical support for both Biller employees and users through our online HelpDesk ticketing system, call center, and by email. Clients can call us directly or create tickets in our IT queue through the HelpDesk in City Portal to report issues, request training, or provide feedback and suggestions.
HelpDesk requests become trackable tickets in our system to resolve all issues, request training and provide product feedback and suggestions. We strive to use the ticketing system for all requests so that inquires, and resolutions may be tracked and resolved in a timely manner. While billers can call client support directly, it is more efficient for them to use the HelpDesk system because it saves City time calling customer service and accelerates the delivery of the ticket to Invoice Cloud. City can also use this interface to upload screenshots of issues you're currently experiencing.
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5. Routine technical support must be available during business hours.
InvoiceCloud's Client Services team is available to assist you Monday–Friday from 7:00 am–8:00 pm Eastern Time, excluding holidays.
6. Describe the trouble management process functions, including: problem reporting, assignment, escalation, resolution.
InvoiceCloud's Client Services team is available to assist you Monday–Friday from 7:00 am–8:00 pm Eastern Time, excluding holidays. You may submit a ticket (at any time) via your Biller Portal, or, during these hours, speak to a Product Specialist who will answer questions, troubleshoot problems and assist as needed to enable you to get the most from your partnership with InvoiceCloud and your use of the EBPP platform. You will also be provided with a special telephone number that you can use should you encounter an emergency after hours. An answering service will gather relevant information and alert the on-duty Client Service team member who will contact you if action is required prior to the next business day. We use the following severity levels to guide our team:
• “Critical Severity” support issues are responded to within 1 hour and must be reported via phone so we can most quickly troubleshoot with you. Examples of these issues include unavailability of the InvoiceCloud portal, platform, integrations, or APIs, or a problem that is severely adversely impacting your ability to use the platform.
• “High Severity” support issues are responded to within 2 hours and should be reported via telephone or by emailing [email protected]. Examples of these issues include degraded performance of the InvoiceCloud platform or APIs, although the portal and processing are still operational.
• Other support issues are responded to by the next business day and should be reported via telephone or by emailing [email protected]. Examples include general questions, feature requests, data pulls, multi-factor authentication resets, integration troubleshooting, etc.
InvoiceCloud follows written escalation procedures when problems require more than the set SLA response time to resolve.
• CSR must complete the IT Assistance Request questions to document the issue, examples, and research.
• Follow SLAs to diagnose and manage responses.
• CSR will assign the escalated ticket to InvoiceCloud Tech Supervisors in HelpDesk. • Tickets assigned to Tech Supervisors will be reviewed by team leaders before escalation to IT.
Tickets will be reviewed in order by priority, with Critical as the highest priority. • Tickets which can be solved using tools available to CSR or with Tech Supervisor assistance will be returned to the CSR with direction on how to proceed and/or assistance for resolution.
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• Tickets which still require escalation must be assigned to IT by the Tech Supervisor. After review by IT, the ticket will be returned to the CSR who submitted the IT Assistance Request with resolution notes or directions on how to proceed. If the CSR requires more information from IT at that point, the ticket can be sent back to the assigned IT person. The ticket does not need to be re-routed through the Tech Supervisor path at that point.
We apply exceptions for after-hour emergencies so that we can respond within one hour. For critical tickets which cannot wait for Tech Supervisor review on the next business day, the CSM should be notified for “Emergency” escalation. The IT Production Manager will be the first point of contact for the CSM. If further escalation is required, the VP Production Manager for IT will be the next point of contact.
7. Provide procedures for after-hours support.
The City is provided with a special telephone number that you can use should you encounter an emergency after hours. An answering service will gather relevant information and alert the on-duty Client Service team member who will contact you if action is required prior to the next business day. We use the following severity levels to guide our team:
• “Critical Severity” support issues are responded to within 1 hour and must be reported via phone so we can most quickly troubleshoot with you. Examples of these issues include unavailability of the InvoiceCloud portal, platform, integrations, or APIs, or a problem that is severely adversely impacting your ability to use the platform.
• “High Severity” support issues are responded to within 2 hours and should be reported via telephone or by emailing [email protected]. Examples of these issues include degraded performance of the InvoiceCloud platform or APIs, although the portal and processing are still operational.
• Other support issues are responded to by the next business day and should be reported via telephone or by emailing [email protected]. Examples include general questions, feature requests, data pulls, multi-factor authentication resets, integration troubleshooting, etc.
8. Provide a list of company holidays.
InvoiceCloud's holidays are:
• New Year's Day, 01/01/2024
• Martin Luther King Jr. Day, 01/15/2024
• President’s Day, 02/19/2024
• EngageSmart Wellbeing Day (Recognition of World Sleep Day), 03/18/2024 • EngageSmart Wellbeing Day (Earth Day), 04/22/2024
• Memorial Day, 05/27/2024
• Juneteenth, 06/19/2024
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• Independence Day, 07/04/2024
• Labor Day, 09/02/2024
• EngageSmart Wellbeing Day (Recognition of World Mental Health Day & Indigenous Peoples’ Day), 10/14/2024
• Thanksgiving, 11/28/2024
• Day after Thanksgiving, 11/29/2024
• Christmas Day, 12/25/2024
• New Year’s Day, 01/01/2025
9. Provide contact points for customer service.
The City can either directly contact your InvoiceCloud CSM, Mr. Blake Saltzman, or our Client Services Center. The City can also self-service submit HelpDesk requests directly into our Client Services Center through your Biller Portal.
D.1.4.2 Disaster Recovery
1. The Consultant must have a disaster recovery facility if the main facility becomes inoperable. Provide locations and information about these facilities.
InvoiceCloud's data center solution is provided by Microsoft Azure. This includes geographic redundancy between Microsoft Azure’s East Coast and West Coast zones. Azure provides an active geo-replicated failover group that, if InvoiceCloud’s Azure East production environment goes down, automatically targets a backup production environment with full data mirroring in Azure West. Due to the sensitivity of this information, we cannot disclose any further information about their locations.
2. Provide a summary of the disaster recovery plan, including the amount of time needed to move processing to another facility.
InvoiceCloud follows rigorous SLAs to ensure 99.9%, 24/7 service to all clients, including the City. Our service uses the following technology to maintain a high fault-tolerance:
• Transmission Control Protocol (TCP)
• HTML
• Failure detection mechanisms
• Roll-forward and roll-back recovery
• Off-site data and system redundancy
InvoiceCloud actively supports a data integrity platform that complies with the Payment Card Industry Data Standards to: Build and Maintain a Secure Network, Protect Cardholder Data, Maintain a Vulnerability Management Program, Implement Strong Access Control Measures, Regularly Monitor and Test Networks, and Maintain an Information Security Policy. PCI standards were developed to ensure RFP #07-099 | Payment Gateway and Processor Services
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that cardholder data is protected throughout the transaction process. InvoiceCloud facilities are secure both physically and electronically.
InvoiceCloud provides backup, data recovery, and outage solutions. Due to InvoiceCloud’s commitment to data security, there have been no losses of data or unplanned outages.
We maintain 99.9% uptime through the following processes and features:
• SaaS Updates to a Single Instance. Because InvoiceCloud updates a single instance of our multi- tenant, true SaaS platform, the City does not require individual upgrades, patches, and associated outages.
• Redundant Hosting. InvoiceCloud protects City customers’ sensitive data and access to it through warm redundancy at our data center, which is hosted and managed by Microsoft Azure. Azure provides full redundancy to protect data and eliminate loss of service or downtime. Azure is SSAE 16 Type II SOC 1 certified (which supersedes and effectively replaces the Statement on Auditing Standards (SAS) No. 70 Type II) and PCI certified as a level one service provider, which reinforces Azure's ability to provide secure services to its customers, particularly in the e-commerce sector, where the need to protect cardholder information is critical. The scope of Azure's PCI service provider accreditation covers physical security for U.S. data centers and offices, as well as employee access to network devices. Redundancy is carefully planned for all Azure equipment using virtualization and snapshot/backup technology.
• Redundant Hardware. In the event of a failure of one or more components in the system, the InvoiceCloud service will continue to operate properly. During a failure, faults are isolated and contained to prevent further propagation. Any decrease in operational quality would be proportional to the severity of the failure. Safe modes are accomplished through reversion. The service will also continue to operate during the repair process. There is the potential for downtime in the case of hardware failure. We have a 1-hour replacement guarantee in the event of a hardware failure.
• Continuous Backups. InvoiceCloud's true SaaS architecture allows us to save and store full monthly backups for 12 months. Azure's data center is engineered for high availability and resiliency, including geo-redundancy across Azure East and West regions and, within each region, zone redundancy across multiple independent data centers. We perform continuous backups across Azure East and West regions with the ability to restore to any point-in-time within the last 35 days.
There are no restrictions on system access or functions during our backup processes; we backup data in real-time 24/7/365.
• Automatic Failover. InvoiceCloud uses Azure SQL databases to back up our entire system as part of an enterprise-wide backup process. Azure provides an active geo-replicated failover group that, if RFP #07-099 | Payment Gateway and Processor Services
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InvoiceCloud's Azure East production environment goes down, automatically targets a backup production environment with full data mirroring in Azure West. We save backups to a weekly granularity for 13 weeks and to a monthly granularity for 1 year. InvoiceCloud can perform a point- in-time restoration within 1 hour.
• Quarterly Tests and Audit Trails. InvoiceCloud holds disaster recovery tests quarterly. We also maintain audit trails. Application logs control information on all batches of e-bills, payments, logins, and user activity and email notifications. Audit trails are available to track customer/CSR/administrative activities. Transactions, inquiries and selections in the InvoiceCloud service are date and time stamped to provide complete control and accountability.
InvoiceCloud maintains a disaster recovery plan that includes steps to ensure the safety of our employees, reestablish essential services, and mitigate any impact to the City and its constituents throughout the emergency condition, disaster declaration, and recovery process. Our recovery plan operates under the assumptions that 1) resources required for the restoration of critical service functions reside outside of the Braintree or Brownsville facilities and 2) vital records required for recovery can be either retrieved or recreated from an off-site location and moved to the recovery facility within 24 hours.
We use a three-level strategy to restore critical functions after a service center failure. First, we make every reasonable effort restore the primary facility and/or operate using intra-day procedures. Second, if manual efforts severely degrade client support, we relocate personnel and resources to an alternate recovery facility. Third, if the City faces an outage that will clearly extend past an acceptable period, we issue a disaster declaration. We prevent such a disaster using the redundancy measures described above.
3. Provide the following information about previous unplanned outages:
a. How often do unplanned outages (2 hours or more) occur? None in at least the past three years. InvoiceCloud maintains an SLA of 99.9% uptime, meaning no more than 43.2 minutes of unscheduled downtime per month. InvoiceCloud has consistently delivered 99.99% uptime on average for the last three years with virtually no unplanned downtime since 2021. b. What is the average “down time” for these outages?
Less than a couple of minutes due to the stability offered by our single instance, multitenant SaaS solution. Any unplanned downtime triggers automatic failover and redundancy for our entire EBPP system in Microsoft Azure.
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Tab E Project Plan
1. Provide a detailed discussion of your firm’s approach to the successful implementation of this project. Include thorough discussions of methodologies you believe are essential to accomplishing this project.
By maintaining your current true SaaS EBPP solution, the City of Roseville avoids both current and future lengthy implementation periods, upgrades, downtime, AutoPay and paperless data transfers, or retraining of City staff. Even though we implemented City of Roseville’s solution back in 2017, InvoiceCloud has kept the City up-to-date with monthly, no-effort updates, meaning that the City does not ever need to upgrade to a new "version" of InvoiceCloud (Figure E-1). Whereas other EBPP providers will implement a snapshot version of their current solution, InvoiceCloud has continued to improve our cloud-based solution for all 2,900+ clients, including the City, and you and your customers access the latest and greatest payment technology every time you log into our Software as a Service.
Figure E-1. InvoiceCloud's 60+ Product Releases Since 2016. All 2,900+ InvoiceCloud clients stay ahead of the speed of change with zero effort or cost to the City.
The only required feature requiring implementation is our point-of-sale solution. This is a 100% existing omnichannel option that we activate remotely, and we ship already configured card readers to the City .
The City simply plugs the readers into workstations, and implementation is complete.
2. Include a proposed work schedule to accomplish all of the required tasks within the desired timeline.
InvoiceCloud requires no work schedule to maintain the City's existing Payment Gateway and Processor Services solution or to activate new features.
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3. Include any recommended additions to the requirements.
InvoiceCloud offers omnichannel billing and payment options that the City does not currently use, including:
• Online Bank Direct (OBD). Many customers who already pay bills online do so through their bank's website, which is digital for them, but still results in a paper check to City and can cause late payments because it's mailed. We developed Online Bank Direct to intercept those Bill Pay payments from more than 5,000 banking services to present the payment electronically to City for matching and automatic electronic funds transfer (EFT)(Figure E-2).
Figure E-2. OBD-intercepted Pending Payments. Stop processing paper checks from banks, saving time trying to match them to accounts.
• PDF Linking with InfoSend for Digital Bill Presentment. The City currently sends XML files to InfoSend for data processing, printing, and mailing. InfoSend then renders the PDF for print and mail, including bill inserts, but does not currently archive these PDFs for presentment to the City’s Customer Portal or in one-time payments. InvoiceCloud and InfoSend can apply an existing, jointly developed integration where InvoiceCloud directly accesses these PDFs to present the same exact print bill file in a PDF across all EBPP options.
• Embedded SSO iframes within the City’s Next CSS Portal. InvoiceCloud can transition the City away from the two-tab or -window customer experience by directly embedding the functionality your customers already know and love into your next CSS Portal solution. the City currently sends XML files to InfoSend for data processing, printing, and mailing. InfoSend then renders the PDF for print and mail, including bill inserts, but does not currently archive these PDFs for presentment to the City’s Customer Portal. We have collaborated so that, going forward, InvoiceCloud can directly
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access these PDFs to present the same exact print bill file across all EBPP options. By clicking on an action tab, like AutoPay, Pay Bill, or Payment Methods, InvoiceCloud opens in a customizable iframe or in a separate dialog box directly from City's CSS. We have integrated our iframes into more than 300 clients' CSS solutions, including Harris Silverblaze, AI MyMeter, VertexOne's VXengage, and more (Figure E-3).
Figure E-3. InvoiceCloud's iframe-embedded SSO Integration with Third-party Utility Portals. SSO automatically logs customers into both the City’s CSS and InvoiceCloud into one completely seamless and secure payment experience.
Implementation of any of these options requires no downtime or extensive City involvement. OBD requires a simple activation on our end, and InvoiceCloud works directly with InfoSend for PDF Linking and the City’s selected CSS Portal vendor for iframes.
4. Identify the staff who would be assigned to each task, including sub-consultants and sub-contractors.
City of Roseville can request an in-depth review of new features and opt in through either a HelpDesk request or by directly contacting your Customer Success Manager (CSM), Mr. Blake Saltzman. Should a feature require integration, like our SSO iframes, Mr. Saltzman arranges for our Implementations Team to provide an Implementation Project Manager (IM). Our IM works directly with the City’s chosen CSS vendor to embed our iframes solution into their portal, likely using one of our many existing templates developed with partners like Harris Silverblaze, Accelerated Innovations, VertexOne, SpryPoint, and more.
5. List any necessary equipment, training or installation services required.
The City and InvoiceCloud require no special equipment, training, or installation services to keep all current omnichannel selections. InvoiceCloud configures all new options (OBD, PDF Linking, and POSConnect) 100% remotely. We ship already configured card readers for POS implementation, which
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the City merely plugs into workstations. We work directly with InfoSend to implement PDF Linking for seamless bill presentment both in print and our digital EBPP channels. We offer optional virtual training on each product, including self-paced videos in our Biller Portal.
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Tab F Cost Proposal
1. Provide a total cost proposal for all products and services to be delivered/offered, and a breakdown of costs delineated by tasks as described in your project plan.
In the 6+ years since our go live, even though our own operational and processing costs have increased every year, InvoiceCloud has maintained our pricing for the City of Roseville with only one nominal increase just last calendar year. During that time, the city has enjoyed the regular SaaS enhancements and upgrades to our services which keep the city on the cutting edge of modern payment technology, with no further investment in time or implementation resources required.
As we have shared throughout the RFP proposal, InvoiceCloud’s platform has brought value to the City beyond basic electronic payments, impacting operational improvements in ways the project team could not foresee during the original RFP. Many companies can process payments as a gateway solution, but only one can deliver the most competent real time integration with Cayenta, cloud-native platform with continual innovation to keep Roseville ahead of technology, world-class security, automated and intelligent communications, modern CSR and Reconciliation tools, and exceed self-service digital adoption with year-over-year growth.
While other companies might write in a proposal that they can deliver same as we do, InvoiceCloud offers the lowest Total Cost of Operation of any potential respondent to this RFP.
The total cost of operation is the sum of the cost of goods sold (InvoiceCloud SaaS payment transaction and other network processing fees) and City operating expenses (CS and Billing staff labor, IT resources, Procurement/Admin/Legal/ PMO resources, and other related contacts and services). This is what we view as the true nature of any selection process, which is the value beyond delivering what we agreed to in our statement of work. Once we have proven that we can deliver the technology, how will we measure success and what value does this bring to the client and its citizens? At InvoiceCloud, the way we have always measured success is in our conversion rates for customer digital adoption, and the corresponding operational improvements, efficiencies and savings achieved thereafter.
InvoiceCloud presents the following pricing proposal for City of Roseville Utility. We welcome the opportunity to hold an RFP interview and demonstration of our solution and additional services presented herein. We are confident that we will deliver on our commitment to you and negotiate and fair and viable new contract with the City of Roseville.
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Service Description Biller Paid Fee
Professional Implementation Services, CIS Integration,
Conversion, SSO Deployment, and Training
No Charge with InvoiceCloud and No Internal
Cost.
(Typical Utility Operational Cost for new
PGPPS/EBPP Project Range: $75,000-$100,000
(Including professional services required by the
CIS, CSS Portal, and IVR vendors, and Utility
Resources including PMO, IT, CS & Billing, Legal,
Public Information, and Accounting.)
Biller Portal Access Fee (Ongoing Maintenance Costs)
Monthly access to branded Customer and Biller Portal
covers maintenance, support, SaaS upgrades, and unlimited user access to the Invoice Cloud EBPP service for the Biller and its Payers.
Waived
Help Desk & Emergency After-Hours Support 24x7 No Charge InvoiceCloud Training Resources, Live Weekly Training
Sessions and LMS Library Online
No Charge
Customer Success Management, dedicated CSM assignment
located in your Local Time Zone
No Charge
InvoiceCloud Biller Marketing, access to graphic design, consultation, and online resource center tool services from our marketing group to help you achieve the industry’s
highest payment and paperless adoption.
No Charge
Reimbursable Project Expenses None
EBPP Communication Engine, Email Management Tool with
30+ templates, up to 3 email reminders per bill
No Charge
Pay by Text, self-service enrollment and On Demand send tool used by CSRs
No Fees for the SMS Pay by Text Messages
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Service Description Biller Paid Fee
Paperless Billing Fee, customers receive up to 3 email
reminders per bill, with 2nd and 3rd reminders sent ONLY if there is a balance remaining, and after our Real Time Data Refresh with Cayenta
$0.10 per paperless enrollment
-City Saves Est. $0.65 for every customer that
enrolled in paperless with InvoiceCloud.
Electronic Payment Fees Residential Invoice Type Commercial Invoice Type InvoiceCloud SaaS PGPPS Service Fee,
Includes All Payment Sources –
Credit/Debit/PayPal Brands
$0.85, per transaction paid by
City, $125,000 Max
2.95% with $1.95 minimum
Service fee, Paid by Payer,
$125,000 Max
Network Fees inclusive of Interchange,
Fees, Dues and Assessments from all
Card Brands and PayPal, per item
Pass-through, Paid by the City
-City has the lowest possible
rates available today including
Level 3 Interchange, Utility Rates
on ALL Card Brands, and no
downgrades or EIRFs.
100% Funded by the Payers via
Service Fee, no cost for the City.
All Payment Sources –
E-Check/ACH
$0.55, per transaction paid by
City, $125,000 Max
$0.55, per transaction paid by
City, $125,000 Max
PCI Level 1 Compliance, capture,
processing, and storage
Included Included
NACHA Compliance, capture,
processing, and storage AND, Certegy
ACH Validation process (required for
NACHA Web Debiting Fraud Standards
effective Jan 1, 2020)
No additional fees passed on to
Ci
ty, Included in Transaction Fee.
No additional fees passed on to
City, Included in Transaction Fee.
Chargebacks/ACH Rejects, per item,
including reporting and email alerts for
City and Payer
$15.00
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Optional Services
Outbound Campaigns, per item Voice Calls: $0.10
Email and SMS Text: $0.05
No Set-up Fees, $250 Minimum
per Month
Online Bank Direct™, per item $0.20
Cloud Store™ Contract rates per Transaction.
$50 per month Cloud Access Fee
$350 Set-up Fee each Store
EMV P2PE Encrypted POS Hardware, monthly rental per unit. -IC Solution is both EMV AND Point-to-Point Encryption Certified. $30.00
PDF Bill Presentment, ability to present PDF images of customer bills in the payment flows and Biller Portal, PDF linking with City’s Bill Print Vendor InfoSend, up to 24 months rolling history included.
Waived
2. Include a schedule of hourly rates for all proposed staff and the amount of time each person will be devoted to this project.
N/A
3. Include ongoing maintenance costs.
N/A
4. Define any reimbursable expenses requested to be paid by the City.
N/A
5. Describe how the cost of the proposal could be reduced if necessary. Identify the task that would be eliminated, changed or scaled back.
The City of Roseville is asking for ways to reduce the cost of the proposal via tasks which could be eliminated, changed, or scaled back.
Our platform is true SaaS, which means it’s also true Omni-Chanel. We offer a single platform that is designed and centered arouind the city and its Payers, unlike most companies that you might hear from in the RFP which are multi-channel, multiple separate channels centered around the feature not the experience as a whole. If InvoiceCloud was to disable certain functions on our platform, that would only translate into lost functionality, but not impact your bottom line.
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Instead of a focus on the features or scope, we consider two of your major cost centers – Paper Bill Printing and Mailing and Credit Card Network Fees. In what ways can InvoiceCloud further help the City in these cost centers, without sacrificing the modern SaaS Customer Payment Experience (CPX) Roseville customers and employees have come to expect?
Paper Bills and Postage:
We understand that, as humans, our customers do not wake up every day with paperless top of mind.
It's up to us to be proactive and create frictionless ways for your customers to reap the benefits of electronic notifications. As you have experienced in 2023, InvoiceCloud’s Marketing and CSM team have several campaigns to assist the City with rapid adoption growth in a short time. We propose similar but different campaigns over the course of the next year with a 100% target in mind.
Service Fees:
Over the past 18 months, we have observed a trend within utility billing, where our clients have proactively come to Invoice Cloud to help navigate rising credit card interchange costs and have moved, or are in process of moving, to a percent-based fee model to offset card process costs.
Budgets are tight and all our public sector clients are looking for solutions that will offer significant relief and fast. At the same time, consumer trends for credit card use are soaring. Credit and Debit cards made up 35% of bills paid in the US in 2023, compared to 18% in 2010.* All major card brands have investigated raising their fees to help offset increased costs from network operations and the rising competition in rewards programs (points, cash back, and other reward types).
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While the savings are easily calculated for our clients, the most common question we receive is, how will service fees impact our customer satisfaction and experience, and electronic payment adoption? Our pricing team has evaluated data from 15 similar clients who moved from absorbed to to service fees in the last 18 months, and found:
• Of the 15 who moved, only one client experienced a 1% decrease in total electronic payment volume.
• All other clients experienced year-over-year adoption growth. • All clients saw continued growth in the AutoPay source. • All clients experienced a shift in payment methods from credit cards to ACH, primarily with the larger ticket groups (i.e. mostly commercial accounts).
The below chart includes one option for moving the City’s Residential customer accounts to a service fee model for credit/debit card and PayPal payments. {Note that Commercial Accounts have already been configured with the same service fee structure since our 2017 go live, with 100% of credit/debit/PayPal fees funded by commercial payers and ACH fees funded by the City.} By moving Residential card transactions to the service fee model, we estimate $1.4m+ in annual savings, and, no loss of scope or functionality of our SaaS service.
InvoiceCloud offers pricing consultation and guidance to our clients, helping each find the best solution for Roseville and its customers. We encourage the City to schedule an RFP demonstration and interview where we can dive deeper into this and discuss other strategies such as a hybrid feel model, where the city chooses to pay a portion of the service fees.
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Electronic Payment Fees Residential Invoice Type Commercial Invoice Type All Payment Sources –
Credit/Debit/PayPal Brands
2.95% with $1.95 minimum
fee, $125,000 Max
2.95% with $1.95 minimum fee,
$125,000 Max
Network Fees inclusive of Interchange,
Fees, Dues and Assessments from all
Card Brands and PayPal, per item
Funded by the Service Fee, no
cost for the City.
Funded by the Service Fee, no
cost for the City.
All Payment Sources –
E-Check/ACH
$0.55, per transaction paid by
City, $125,000 Max
$0.55, per transaction paid by
City, $125,000 Max
Chargebacks/ACH Rejects, per item $15.00
*Datos How Americans Pay Their Bills: Sizing Bill Pay Channels and Methods, 2023 Edition
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Tab G Required Statements/Documents
1. Non-substitution for the designated members of the team without approval by City staff (Section 5.0)
Should unforeseen circumstances require replacement of InvoiceCloud project personnel, per our terms and conditions, we give the [clientabbreviation] the first right of refusal of new assigned resources. We make every endeavor to keep key personnel, including CSMs and Implementation Project Managers (IMs) on their assignments to avoid spending time on knowledge transfers and loss of institutional knowledge.
2. The absence of a conflict of interest (Section 10.4) InvoiceCloud has no known conflicts of interest related to the procuring of the resulting contract from this RFP. We provide our signed Noncollusion Declaration below.
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3. Indicate your ability and agreement to fulfill the indemnification and insurance requirements contained in the sample contract (Section 10.7). (Please note that actual certificates of insurance are not required as part of your submittal.) InvoiceCloud has no exceptions to the indemnification and insurance requirements found in RFP Section
9.7. We agree to fulfill these requirements.
4. A statement that nothing contained in the submitted proposal will be proprietary. (Section 10.21)
Nothing in InvoiceCloud's proposal is proprietary.
5. Executed copy of Proposer’s Certification (Attachment A) InvoiceCloud provides our Proposer's Certification below signed by our corporation's president, Mr.
Kevin O'Brien.
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Tab H Exceptions
1. Describe any and all proposed exceptions, alterations or amendments to the Scope of Services or other requirements of this RFP, including the Sample Contract (Attachment B). The nature and scope of your proposed exceptions may negatively affect the evaluation of your submittal and the City’s determination of whether it is possible to successfully negotiate a contract with your firm.
InvoiceCloud provides our requested exceptions in our redlines below. InvoiceCloud also provides our standard Biller Agreement, Biller Terms and Conditions, and Biller Order Form for incorporation into a mutual agreement with the City. The City can review our Service Level Agreements, Payer Terms and Conditions, and Privacy Policy online:
• SLAs: https://www.invoicecloud.net/sla
• Payer Terms and Conditions: https://www.invoicecloud.net/payer-terms-conditions • Privacy Policy: https://www.invoicecloud.net/privacy-policy