Customer Billing, Payment, and Engagement Solution

The Vendor is required to provide customer billing, payment, and engagement solution shall include, but are not limited to, a comprehensive solution to accept online credit card payments, e-checks, mobile, text, digital wallet, and retail payments, bill print, mail services, and bill redesign to afford the county an opportunity to generate revenue, a customer portal to enable customers with self-service, live chat, chatbot, a bill view/comparison option, a communication management feature to communicate with customers using multiple communication options.
- Payment system/point of sale (POS) solution
• The solution shall establish electronic check (e-check) payment capabilities for the county’s enterprise solutions as an option that customers can use to make a one-time payment as a guest or with a standard user login.
• Continue to manage the ach (a.k.a. Automatic bank payments [APB]) relationship with its customers.
• Payment solution within the customer self-service portal that will allow the county to take credit/debit cards, e-check and ach transactions for its customers.
• The payment options shall include point of sale (POS), online, IVR, and mobile payment solutions.
• The payment system and POS solution shall be part of a simple-to-use web-based system that allows for managing customers’ credit/debit and e-check payment transactions.
- Interactive voice response (IVR):
• County with a toll-free phone number that is available 24 hours a day, seven (7) days a week, 365 days a year.
• A mutually acceptable maintenance schedule for hardware and software supporting the IVR unit shall be published to the county.
• The IVR shall accept credit/debit and e-check (ach) payments.
• After the caller has keyed or spoke the requested information, the caller is given a voice confirmation number.
• Once the credit/debit card or e-check (ach) transaction is approved, the IVR payment shall be recorded in contractor’s reports in the web-based system and cis in real time.
• The IVR unit may accommodate both English and Spanish speakers and may include other language options mutually agreed to by the county and contractor at current fee rates.
• The IVR solution shall interface with the cis system to recognize/match the number the customer is calling from to a customer account to facilitate a seamless transaction for customers.