Customer Payment Services

The Vendor is required to provide customer payment services for include:
- Customer payment services system
• Provide a fully hosted customer payment services solution.
• Interface with existing (and future) agency applications and systems.
• Bidder will explain API integrations, capabilities and methods available.
• All updates, upgrades, and enhancements for the billing, payment and notification service must be performed by the bidder remotely without any additional costs to agency.
- Customer service user interface
• Search for accounts by, at minimum, account number, service address, email address, and payment amount.
• Search for all payment transactions processed by the application, including pending payments that have not posted to agency enterprise software in “real time.”
• Cancel pending, unprocessed customer payments.
• Reset the customer’s password, sending a temporary password via email that the CSR does not see.
• Block certain payment types from being used by a customer.
- Customer payments
• Facilitate online and telephone IVR payments via ach, credit card, debit card, Pinless debit card, google pay, apple pay, PayPal, PayPal credit, and Venmo.
• Accept the following credit card types: visa, MasterCard, and discover.
• Partner with local retailers to accept cash payments.
• Ability for agency to subsidize merchant service fees for residential customers.
• Bidder must be able to support agency determination to either subsidize or pass convenience fees on to the customer without penalty or disruption in service.
- Customer portal
• Make payment.
• Make partial payment.
• Cancel or edit a payment until the payment is processed.
• Enroll in autopay.
• Set autopay payment thresholds.
• Schedule future payments.
• Schedule recurring payments.
• See bills that have been paid as not due.
• Receive real-time authorizations for all credit and debit card payments.
• Be notified when credit and debit card payments are expired.
• Make payments to select linked accounts or pay all linked accounts at once, determining the amount to pay for each account.
• Receive a payment failure e-mail notification if a future payment is rejected by the process for any reason.
• Pay an amount other than the account balance with onscreen confirmation number and payment amount.
• Pay using a mobile interface without registering for an online account.