The vendor is required to provide for an electronic bill payment kiosk solution primarily for its tax, with other potential areas of expansion.
- The city desires to reduce in-person cash, check and credit card processing; enhance customer service with a user-friendly payment kiosk solution with reasonable user fees that are clearly indicated; and offer multiple payment options.
- Payment processing
1. Multiple tender types
• The successful proposer must have the ability to securely process credit card, debit card, ach / check payments, and cash payments via payment kiosk.
• Confirm the supported card brands for your kiosk, including the debit networks.
- Implementation and timeline, customer migration
1. Implementation process
• Explain the typical implementation process, including what would be required from us in terms of data, interfaces, and other resources.
• Please include projected timelines to provide kiosk functionality to our customers.
2. Conversion plan
• Provide a detailed conversion plan to convert all payment applications from our current vendor.
• The conversion plan must align with the contract start date, and should include, at a minimum, all applications, systems, processes, knowledge, and reporting that are required to transition from the incumbent vendor.
• The conversion plan must detail how the continuation of existing services will be transitioned with no interruptions or degradation in levels of services as a result of migration or conversion efforts.
- Functionality
1. Kiosk functionality
• Payment processing: Enable secure payment for taxes, and other city services.
• User interface: Provide an intuitive touchscreen interface that supports multiple languages and accessibility options.
• Receipt printing: Offer automatic printing of receipts for all transactions.
• Real-time updates: Integrate with existing city systems to provide real-time updates on account balances and payment histories.
• Customer support features: Include options for users to access FAQs and contact support via chat or phone.
2. Location and accessibility
• Strategic placement: Identify high-traffic locations for kiosk installation to maximize usage, such as city hall, community centers, and transportation hubs.
• Accessibility compliance: Ensure kiosks are compliant with ADA standards, including height and interface accessibility for people with disabilities.
3. Integration with existing systems
• Software integration: Ensure the kiosks integrate seamlessly with current financial systems, databases, and payment processing platforms used by the city.
• Data security: Implement robust security measures to protect user data and comply with local and federal regulations regarding financial transactions.
4. Maintenance and support
• Ongoing maintenance: Provide a plan for regular maintenance checks and software updates to ensure optimal performance and security.
• Technical support: offer 24/7 technical support for kiosk functionality and user assistance.
5. Reporting and analytics
• Usage analytics: Supply data on kiosk usage patterns, transaction volumes, and customer feedback to help the city assess performance and inform future decisions.
• Financial reporting: Provide detailed reports on payments processed through the kiosks, including revenue tracking and reconciliation with city financial records.
6. Future expansion capabilities
• Modular design: Ensure kiosks are designed to allow for future upgrades and the addition of new services as needed.
• Scalability: Provide a plan for scaling the number of kiosks or expanding functionality based on user demand and city needs.
- Questions/Inquires Deadline: June 09, 2025