Online Payment Plan Services

The vendor is required to provide online payment plan services for a secure, web-based platform that enables agency customers to enroll in, manage, and complete structured payment plans.
- The platform must:
•    Include implementation planning, configuration, testing, and training support. 
•    Ongoing technical support (business hours and emergency support). 
•    Quarterly system updates and security patching. 
•    Annual review and update of training documentation. 
•    SLA response times for technical issues within 24 hours.
- Implementation of online payment plan tool
1. Data gathering
•    Conduct discovery sessions with agency stakeholders to document current workflows, data structures, and business requirements.
•    Produce a data mapping document outlining all data fields to be exchanged, data validation rules, and update frequency.
•    Document configurable business rules for payment plan management (eligibility, thresholds, durations, suspension and reinstatement rules, installment frequency).
2. Communication plan
•    Develop and provide a detailed communication plan that specifies how project updates, system alerts, customer notifications, and outage communications will be managed.
•    Include a schedule of regular status meetings.
o    Weekly implementation check-ins
o    Monthly progress updates with key stakeholders
o    Real-time incident alerts and escalations
o    Quarterly service reviews post go-live
•    Define escalation procedures between vendor and agency call center for handling inquiries and issues.
3. Testing
•    Develop and execute a testing plan covering unit testing, system integration testing, user acceptance testing (UAT), and regression testing.
•    Document test cases, expected results, and any defects identified during testing.
•    Provide a final testing summary report for agency approval prior to go-live.
4. Training
•    A training plan outlining topic, delivery methods (virtual or onsite), and materials to be provided.
•    End-user training for customer service staff.
•    administrator training covering configuration, user management, and troubleshooting.
•    Training materials including guides and reference sheets.
•    Live training sessions and recordings.
•    Access to vendor support during the first 90 days after go-live.
5. Implementation and rollout
•    Develop a detailed implementation plan.
•    Coordinate with agency it for cutover activities.
•    Provide at least 90 days of post-go-live support.
•    Configure and deploy the platform.
•    Establish secure APIs or integration methods.
6. Account alerts and notifications
•    Display real-time application status.
•    Automated pre-screening workflows.
•    Maintain records of applications and awards.
- Online payment plan service
1. Customer notifications
•    Outages
•    Automated communications (reminders, confirmations, late notices).
•    Notifications for outages, maintenance, downtime.
•    Deliver alerts via at least two channels (e.g., email, SMS).
•    Templates for timing and resolution.
2. Frequency - actual payment plans
•    Support weekly, biweekly, and monthly schedules.
•    Allow agency to set durations and eligibility.
o    Agency must be able to define plan durations (e.g., up to 12 months)
o    Agency must set eligibility rules based on account type, balance, or relief program criteria
o    Rules must be updatable by the vendor upon agency request.
•    Calculate installment amounts.
3. Account management (system capabilities)
•    Self-service portal: self-enroll, view schedules, make and cancel payments.
•    Apply approved relief credits.
•    Update payment methods and view histories.
•    Limited payment collection agent duties, including fund segregation, remittance, and reconciliation.
•    Internal user role-based access.
o    Agency -initiated plan cancellation: agency shall have the ability to cancel or suspend any active payment plan directly through the system interface.
o    Raw data access: agency must be able to access, export, and reconcile all raw payment and customer data via reports or secure file transfer.
o    Custom plan types with pricing: vendor may propose support for unique or customer-defined plan types with optional pricing models. 
o    These must be itemized and clearly defined in the cost proposal.
4. Dashboard and system reports
•    Real-time dashboards and exportable summaries.
•    Ad-hoc reporting of outreach effectiveness and engagement.
•    Detailed reports of enrolled customers and balances.
•    Summaries of alerts and notifications.
- Consulting services
1. Best practice recommendations
•    Advising on design, communications, compliance.
2. Support organizational campaigns
•    Multi-channel outreach (SMS, IVR, email, web).
3. Marketing and outreach
•    Multilingual outreach across all channels.
o    Support communications in english and Spanish at minimum with the ability to add other languages upon agency request.
o    Outreach (email, SMS, IVR, web, and print) must be professionally translated and culturally appropriate.
4. Optional assistance portal:
•    An assistance or affordability portal feature.
•    No implementation or annual fees shall be applied unless agency elects to activate the feature post award.
•    Advise agency on appropriate thresholds, durations, and risk considerations for customizing plan durations.

- Contract Period/Term: 1 year
- Pre-Bid Meeting (Mandatory) Date: October 3, 2025
- Questions/Inquires Deadline: October 8, 2025