Debit, Credit, and Gift Card Processing Services

The vendor is required to provide that debit, credit, and gift card processing services for the department retail stores and e-commerce platform.
- Department corporate network infrastructure manages data communications between its central office, and retail outlets over a private wan.
- Necessary retail and business functionality is provided by a combination of central servers, back-office pcs, and cash terminals running specific application software
- Department implemented a givex gift card program in November 2006 where we sell nonreloadable fixed denomination cards as $15, $25, $50, and $100 dollars at pos.
- Additionally, debit, credit, and gift card financial services are made available at each pos terminal using integrated IP banking terminals.
- Department accepts American Express, visa, master card and debit cards as payments, and may in the future look to accept google pay, apple pay, PayPal, and/or airmiles cash both at pos and online.
- E-commerce:
• Our current payment partner offers a web-based application that allows department users to create, edit, search, and cancel payments and run reports.
• To configure integration settings between external systems and email and payment types.
• Department requires the ability to send one time only payment links to customers.
• Other functionality that the department would be interested in is customer blocking and billing profiles.
• Department has address verification implemented for online sales.
• The new awarded payment provider needs to offer a similar web-based application.
• Department processes e-commerce sales for both beverage alcohol and cannabis.
- Hardware requirements:
• Department requires five pin pads for our testing environment, along with testing cards, to then connect to the proponent’s testing environment.
• Department is interested in obtaining industry-leading pin pad technology to support its retail and inside sales network that leverages our existing technology infrastructure.
• Wireless handheld pin pads required for periodic standalone events should include an integrated printing device.
- Gift card features/functionality
• Department partners with givex for the current gift card program.
• The gift card functionality must enable efficient sales and redemption of cards, allow for quick processing of multiple card purchases.
• Department currently issues non-reloadable gift cards in $15, $25, $50 and $100 denominations.
- Provide a service level agreement (SLA) for the duration of this contract with proposed minimum response times for store hours and after-hours support on-site support, as required, for provision of the payment/gift card terminals:
• Hardware support and replacement – The proponent will provide support for maintenance and replacement of hardware.
• The proponent responsible for all onsite support and will provide a department defining the service level response times.
• Approximately 50% of the department stores have 2 or fewer terminals which dictate a shorter turnaround time to address equipment and/or service failures.
• Currently, the department has a service excellence center (SEC) that serves as the first line of support for stores.
• The sec tracks helpdesk tickets, troubleshoots where possible, and makes contact with the provider to request service.
• Cash lane management – the provider must work closely with department and its supporting vendors to quickly restore service in the event of an outage.
• The provider shall monitor overall system activity and performance to ensure service levels are being met.
- Service levels, help desk, and maintenance
• Proponent’s expectations of the department service excellence center (help desk) and how this service be part of proponent’s overall approach
• Define response times: to initial call, on-site service call, hardware replacement.
• Response time based on distance criteria
• Graded response time based on severity of call
• Support via phone, e-mail
• Remote support with client supplied access
• 24/7 support
• Service level guarantees and/or penalties (financial or other) offered by proponent that demonstrate proponent’s commitment to their stated service levels.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: March 10, 2025