The vendor required to provide payment card services for the collection, processing, and disbursement of child support payments.
- The services include, but are not limited to:
• Receiving and receipting mailed and electronic child support payments from remitters
• Identifying and posting child support payments accurately to agency division cases
• Imaging and storing payment and case related documentation and correspondence.
• Providing an electronic payment solution for obligors and employers.
• Supporting widely-used digital payment applications
• Providing cash payment options
• Providing call center operations
• Providing and managing a payment card program for the disbursement of child support payments.
- Staffing requirements
• Maintain sufficient staffing levels to accommodate fluctuating workloads and maintain the required level of customer service.
• Provide a full-time, contract manager who has complete authority to make decisions regarding the contract services.
• Payment card and call center operations teams in place no later than two (2) months prior to the first day of operations and provide the agency with an updated staff list and an organizational chart.
- Video surveillance equipment
• Provide video surveillance equipment which includes surveillance cameras with tamper alarms.
• The surveillance cameras must be situated in such a way as to provide full unobstructed views of the state disbursement unit (SDU) facility entries and exits, both inside and outside, secure areas and the outer perimeter of the SDU facility.
• Surveillance cameras will provide full dome, pan, tilt up and down, optical zoom with auto-focus, high-resolution, color image, and auto-adjust for lighting.
- Payment card facility
• Provide any hardware and software necessary to provide the payment card services.
• Provide a security system that will restrict access into the payment card facility to only authorized personnel.
• Federal and state banking regulations, and the payment card industry (PCI) data security standards (DSS) and payment application (pa) data security standards to ensure that the proposed solution will provide and maintain a secure network, protect cardholder data, maintain a vulnerability management program, implement access control measures, regularly monitor and test networks and maintain an information security policy
• Provide video surveillance equipment which includes surveillance cameras with tamper alarms.
• Provide video surveillance of payment card handling and destruction areas.
• Prohibit any personal items including but not limited to purses, wallets, handbags, cell phones, cameras or video recording devices, portable storage devices and media such as USB drives and coats in secure processing areas within the payment card facility.
- Accept and deposit electronic payments
1. Electronic payments from third-parties
• Cash payments made via kiosks throughout the state
• Money transfers via western union and money gram
• Mobile payments via PayPal, Venmo, apple pay and google pay
• Retail customer service locations such as grocery stores
2. Electronic payments directly from customers
• Create and manage any agreements and contracts required with credit card companies, third party processors, or other entities required to process credit/debit/electronic check payments via the internet and phone.
• Accept credit card payments and be the merchant of record for those payments.
• Develop and implement a process for handling electronic payment refunds.
• Accept non-domestic (international) credit card payments
• Provide a solution enabling remitters to set up one-time and automatic, recurring electronic payments.
• Electronic payment solution and website must be compatible with personal computers and mobile devices
• Provide a solution enabling employers to make single payments and payments in batches.
• Provide employers the ability to upload a file of employee information for wage withholdings as well as the option to manually enter individual employee information.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: December 18, 2025
