The vendor is required to provide from firms to process emergency medical services (EMS) payments in accordance with the specifications contained herein.
- The following in their proposals:
• Automated and live telephone payments
• Online payments
• QR code payment
• Android pays
• Apple pays
• Live customer support for payments
• Multiple bill payments
• Security measures/protocol
• Payment card industry (PCI) compliance
• Disputed payments
• Acceptance of Mastercard, American Express, visa, and discover
• Customer support
• Voids and refunds reporting
• Daily payment transaction reporting
• Deposit reporting
• Chargeback reporting
• Reconciliation reporting
• Separating payments from fees, prior to authentication
• Payment lag time - should not exceed 24 hours on business days
• Convenience fees paid by customer for each transaction type
• Live agent transaction fees
- General requirements
• The payment service provider (PSP) must support credit and debit card transactions as well as ach (automated clearing house) payments.
• The service must allow for a variety of payment options, including but not limited to visa, Mastercard, American Express, discover, and electronic checks.
- Technical specifications
• The payment gateway must provide real-time transaction processing with minimal latency.
• It must support API-based integration for data transfer with county systems.
• The solution must be mobile-responsive to facilitate payments through smartphones and tablets.
• The PSP should offer a secure customer portal that enables citizens to view payment history, receive digital receipts, and manage their payment profiles.
- Reporting and analytics
• The system must provide robust reporting tools, including but not limited to, daily transaction summaries, payment trends, and reconciliation reports.
• Data analytics capability to track user behavior and transaction success rates must be integrated into the solution.
• Reports must be exportable in various formats, including excel and pdf.
- Customer support
• 24/7 customer support must be available to assist both county staff and residents with payment processing issues.
• Training sessions for county staff on using the PSP must be included as part of the project implementation.
- Service requirements
1. Implementation timeline
• The vendor should provide a detailed project timeline, outlining all phases of implementation and expect completion dates
• Implementation must be completed within 30 days of contract execution.
• A contingency plan for managing potential delays must be included.
2. Ongoing maintenance and support
• The vendor must provide ongoing maintenance and software updates for the duration of the contract.
• A service-level agreement (SLA) must be established, detailing response times and support availability.
- Questions/Inquires Deadline: May 02, 2025