andrewrossberry.files.wordpress.com€¦ · Web viewPursuant to the State of Montana’s request for a solution that will integrate with the existing and future systems (credit

State of Montana – Request for Proposal for Payment Processing Services

State of Montana – ELECTRONIC PAYMENT PROCESSING SERVICESRFP 2018 – 300 DUE: 03/12/18 3:00 PM SUBMITTED BY: CERTIFIED PAYMENTS

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March 12, 2018 Dear Selection Committee Members,

Certified Payments, a leading, nationwide government payment solutions provider, is proud to submit the following proposal for consideration.

Pursuant to the State of Montana’s request for a solution that will integrate with the existing and future systems (credit card, debit card and EFT payment processing), Certified Payments is proposing a complete and integrated processing platform that will accommodate bill payment acceptance via the internet, mobile devices, IVR and multiple POS locations. Furthermore, we believe that our proposed solution will meet the State’s needs with regard to pricing, equipment, software integration and/or conversion, customer support, security, reporting, disaster recovery and optional services. In addition, we believe you will find that our experience, capabilities, competencies and commitment to your satisfaction will rank second to none. The pricing provided in this proposal is valid for a minimum of ninety days but may be extended as necessary to complete the proposal process.

We would appreciate the opportunity to present a formal presentation in person, which will allow us to review our comprehensive solution detailed in this proposal and also include subsequent questions for a more in-depth conversation. Additional information and any questions can be directed to Kim Kartchner, Director of Business Development. His direct contact information is: [email protected] or 480-216-7575.

We look forward to working with you through the RFP process. Sincerely,

Mike LoMurroPresident, Certified Payments [email protected] (phone)866-959-4160 (fax)

Certified Payments100 Throckmorton St, Suite 200Fort Worth, TX 76102www.certifiedpayments.netTax ID: 47-2464512Certified Payments is a DBA of Accelerated Card Company, LLC, a Delaware limited liability.


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Service Requirements Offerors are required to submit with their proposals a detailed response which describes their ability and approach to fulfill the following areas.

Overall Program- The scope of this proposal is to provide payment processing services to requesting State of Montana organizations and departments.

1. With more than 25 years of experience in working with government entities across the United States, Certified Payments, along with our parent company, First American Payment Systems, has built our systems, solutions and processes to meet the needs of our government clients. We support more than 210,000 customers and processed 320 million transactions in 2017 - representing $26 billion in payments.

- Certified Payments will provide each organization or department requesting electronic payment processing services with a scalable solution appropriate to their needs, such as online payment processing services, the installation of equipment and software, development of reports, and training. Specifically, this includes:

1. Payment Processing Services - Certified Payments delivers payment solutions in a variety of ways including in person, via phone and online.

a. In person/EMV: Easy to use with the latest technology using plug and play card readers and stand-alone terminals.

b. Phone/IVR: Acceptance of credit and debit card payments available 24/7/365 in English and Spanish.

c. Online: Acceptance of debit, credit and electronic checks; we can provide Spanish online payments if needed.

2. Reporting Capabilities and Online Account Management - Certified Payments provides extensive online reporting and account management via our secure reporting website.

3. Technical and Cardholder Support - We can provide support for the State of Montana from both a technical and customer service perspective. Our personnel are available to answer any questions that departments or residents have regarding our payment solution.

4. Transaction Security for the State of Montana and Residents - We pride ourselves in the advanced security we provide to clients. We have invested substantially to ensure our platform is secure and compliant with all security and compliance regulations including PCI. A copy of our PCI Assessment is provided in the “Supplier Attachments” tab. All transactions utilize encryption and tokenization to provide the highest level of security. In addition, the deployment of EMV payment terminals will provide increased security at the point-of-sale and reduce the risk of fraudulent card present transactions.

5. Hardware and Software - Certified Payments provides a variety of hardware to use with our government payment software. Available hardware includes an EMV device of certifying additional hardware and gateways to allow expanded use of EMV


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processing solutions. We also provide virtual terminals for those departments that don’t need a credit card terminal. Our virtual terminal includes a plug and play card reader for easy facilitation of payments.

6. Training - Our government payment experts are available to provide on-site training for the employees of the State to ensure they know how to use our payment solutions.

Agency Requirements We welcome the opportunity to discuss how we can meet all department-specific vendor requirements outlined in this RFP.

Conversion PlanCertified Payments will assist the State of Montana in transitioning over to our services by reprogramming existing equipment or providing new equipment so that each department or group can start using our payment solutions. We will work with the State on all conversion activities, providing support and training as well as standard and customized reporting. No added implementation efforts would be required for the State to begin using our services. Upon execution of a Service Provider Agreement and required Bureau Setup Forms, the State could be ready to accept payments within 5 business days.

Deposit Interface File Certified Payments will be able to develop and implement a new deposit payment interface with SABHRS. Full details would be developed with the State and are partially dependent on the desired timeline and total resources available.

Contract Specifications and RequirementsThe following specifications and requirements will be evaluated based upon the offeror’s response to the numbered items below and the answers and comments to Appendix B: Technical Evaluation Questionnaire. Please address in detail your firm’s ability and plans to successfully complete the following requirements.

Average Response TimeProvide response times Average Response Times (Peak):

Last 14 Days: 502 ms Last 3 Months: 492 ms

Average Response Times (Non-peak): Last 14 Days: 502 ms Last 3 Months: 480 ms

Average Number of Transactions Processed The average number of transactions processed daily is 24,235 for the last 14 days and 25,925 for the last month, respectively. The maximum capacity is not limited by a governor or speed limiter


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and Certified Payments is confident in its ability to handle additional volume now and through the life of any proposed contract.

Offeror Downtime What assurance will the State have of 24/7/365 access during critical processing times preliminarily defined in Section 3.1? What measures exist preventing a single point of failure?Certified Payment’s network architecture includes high availability and resiliency for the delivery of services.

Is 24/7/365 access a core service of the organization? If not, please identify the number of customers needing this level of assurance; the number of transactions processed at peak times for each; and identify the peak time for each. If yes, please describe how your organization manages this level of service. The State expects 24/7/365 toll free telephone support for technical assistance related to problem identification and resolution.24/7/365 is a core service provided by Certified Payments.

If 24/7/365 access is a core service or a “high” level of assurance is placed on full access, what is the typical contractual agreement for “damages as a result of failing to provide” this level of service. If Certified Payments fails to fulfill any service levels, provided problems are a direct result of Certified Payments’ systems, during two (2) consecutive months, then Certified Payments shall deliver to the State (within 10 business days after month’s end) a written plan of corrective action describing the steps that Certified Payments will take to achieve the service level standards. The State may comment on this plan, and Certified Payments shall consider in good faith implementing the State’s suggestions. If feasible, Certified Payments shall implement the steps set forth in such plan, as modified in response to the State’s suggestions. Certified Payments shall bear the expense of implementing such plan.

How often within the last three years has processing been interrupted for more than 15 seconds? Please explain. During the past three (3) years, we have consistently met our SLA for service delivery to our customers.

How are system upgrades/fixes managed to minimize downtime?Our high availability network design enables the execution of planned maintenance with low impact on service delivery. Our change management process governs new hardware, software and database installations, modifications, patching and the maintenance of existing systems, applications and databases.

Will a toll-free telephone help desk be staged during critical hours of 8am-8pm Mountain Time, Monday through Friday for use by our customers/clients using any web-based payment processing service?


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Certified Payments maintains a dedicated call center with hours that can accommodate the State’s parameters.

How will the State of Montana agency contacts be notified of service interruptions whether planned or unplanned?Communication of planned maintenance will be coordinated via the established customer contact.

Security Measures Certified Payments maintains an annual PCI audit which is available upon request at any time. Our PCI DSS compliance report is provided in the “Supplier Attachments” tab. We take security very seriously and have a team of experts and a suite of security tools constantly monitoring our systems for any suspicious activity. In the event of unauthorized access, unauthorized date usage, or theft, Certified Payments will notify the State of Montana immediately and provide a remediation plan. We pride ourselves in the advanced security we can provide the State. We have invested substantial resources to ensure our platform is secure and compliant with all of the security and compliance regulations, including PCI. All transactions are encrypted and tokenized providing the highest level of security. In addition, the deployment of EMV payment terminals will provide increased security at the point of sale reducing card present fraudulent transactions.

Cyber/Data Information Security Insurance A copy of our Certificate of Insurance for $5MM in cyber coverage and $5MM in excess coverage for up to $10MM in Cyber Liability is provided in the “Supplier Attachments” tab.

Service Program and Capabilities Offeror shall provide responses to the following sections clearly supporting the offeror’s ability to provide program capabilities and services meeting the State’s needs.

Update Current Programming Certified Payments is equipped to reprogram or integrate all equipment to bring it in line with our payment solutions.

Transaction Type Requirements Certified Payments delivers payment solutions in a variety of ways including in person, via phone and online. • In Person – easy to use with the latest swipe technology using plug and play card readers and standalone terminals. • Phone/IVR – acceptance of credit and debit card payments available 24/7/365 in English and Spanish• Online – acceptance of debit, credit and electronic checks; we can provide Spanish online payments if needed.


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Service Program Equipment Provided If selected, Certified Payments will provide 12 Pin Debit Card Readers to the State at no cost. After the initial 12, each reader will be charged at $250.

Service Program: Available Supplies/Equipment If selected, Certified Payments will provide all equipment necessary to for processing payments electronically and manually.

Deposit/Settlement Requirements Next day funding or funding within 24 hours is available. We would work with the State of Montana to configure the batching and deposit times.

Program Development, Implementation, and InnovationOfferor shall provide responses to the following sections clearly supporting the offeror’s ability to develop and implement a service program which: 1) Meets the State’s “point of sale” needs; 2) Accurately, efficiently, and effectively meets the data transmission, deposit, and system interface requirements; 3) Develop, test and implement the required SABHRS interface ; 4) Prepare and conduct employee training; and 5) Includes a component fostering continued process improvement to include incorporation of technology advancements.

Maintain Current “Point of Sale” Options and Reprogramming Interface The onboarding/implementation process is largely dependent on the department setup needs (e.g. number of bureaus and customized integration needs). Generally speaking, upon execution of a Service Provider Agreement and Bureau Setup Form, new customers can be ready to accept payments within 5 business days.

SABHRS Interface Development Certified Payments will be able to develop and implement a new deposit payment interface with SABHRS. Full details would be developed with the State and are partially dependent on the desired timeline and total resources available.

Implementation and Change ProceduresIn addition to our Customer Care Specialists who provide standard day-to-day support, Certified Payments also offers a dedicated Account Executive who will support the State during the initial onboarding of their account and continue to manage the payment processing relationship going forward. Kim Kartchner is equipped to address higher-level troubleshooting, accounting/reconciliation questions, personnel changes and any other escalated situation that may arise during standard business hours. If repair is needed for any Certified Payments-supplied equipment, working replacements will be sent to the State within 24 hours.

SABHRS Interface Development


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If Certified Payments is the successful offeror, it will be able to provide the paper and electronic manuals requested.

Provide State Employee TrainingCertified Payments agrees to provide onsite and remote training for the employees of the State of Montana to ensure they know how to use our payment solutions. We will always provide support to the State, from both a technical and customer service perspective. Our personnel are available to answer any questions that the State’s departments have regarding our payment processing solution.

New Technology, Security and/or Cost Saving IdeasOur robust platform, which runs our payment solutions, has the ability to scale and evolve as additional payment options including hardware and software, compliance, security and reporting requirements are needed. We have invested in a dedicated team of IT developers and analysts to support and expand our technology and product offerings. If the State requests new or not-yet provided equipment that Certified Payments deems unnecessary for the execution of the contract, the State will be charged. If Certified Payments sends the State new equipment or updates any products to meet compliance levels, the State will not be charged.

Customer ServiceOfferor shall provide additional support personnel as required to perform the work specified in the contract. The success of this program is dependent upon the experience and competence of the Offeror’s personnel assigned.

Account Manager Describe the Account Manager’s role as it relates to the State’s Program Officer, agency contacts, and staff. In addition to our Customer Care Specialists who provide standard day-to-day support, Certified Payments also offers a dedicated Account Executive who will support the State during the initial onboarding of their account and continue to manage the payment processing relationship going forward. Kim Kartchner is equipped to address higher-level troubleshooting, accounting/reconciliation questions, and any other escalated situation that may arise during standard business hours.

Describe the Account Manager’s responsibility to the State regarding new products, cost savings ideas, etc. What should the State expect from the Account Manager specific to these types of services?The Account Manager will alert the State to any new products or cost saving ideas that he believes would be of benefit.

How will the Account Manager maintain contact with agency contact personnel? What methods will be used to keep all stakeholders informed? Is a process or procedure in place?


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Kim Kartchner is dedicated to his clients and will keep in contact with the State throughout the contract.

What information will the Account Manager maintain and how will it be used?Certified Payments, as a policy, will only maintain and use information necessary to ensure successful payment processing by the State. This includes the Account Manager and any other Certified Payments employees assigned to the State’s account.

How much time will the Account Manager spend on the State of Montana’s project during implementation and after?Kim Kartchner and the Certified Payments team will devote the amount of time necessary to ensure the State’s satisfaction and compliance.

If the Account Manager plans on-site visits, please identify how often, where, and for what purpose.On-site visits will occur when necessary to assist the State. The Account Manager and/or any Certified Payments employee will provide specifics appropriately and with lead time.

How many accounts and of what size will the Account Manager be responsible for? Kim Kartchner’s account load is consistently changing as he works with established business partners while also building his portfolio.

Please explain how Account Manager balances the demand of many accounts. Kim has more than 22 years of payment experience and, in that time, has developed the skills necessary to handle several large accounts. Certified Payments also has a support team comprised of 3 Customer Care Specialists and 3 Account Executives who support the day-to-day needs of our government clients and their customers.

How much time will the Account Manager spend in Montana during and after implementation?The Account Manager and the above mentioned Customer Care Specialists and Account Executives will devote as much time as needed to satisfy the State’s payment processing needs.

Account Representative Kim Kartchner will be the main point of contact for the State. When appropriate, Kim will enlist the assistance of the above-mentioned support staff as well as Certified Payments’ knowledgeable executive leadership.

Additional Support Personnel/Notification of Personal Changes Certified Payments has a support team comprised of 3 Customer Care Specialists and 3 Account Executives who support the day-to-day needs of our government clients and their customers. If additional support personnel are needed or a personnel change occurs, Certified Payments will alert the State promptly and will ensure agreed services levels remain intact.


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Service/Maintenance Call AcknowledgementCertified Payments prides ourselves on our response times and 24/7/365 service, with phone calls being answered within seconds, and a one-call resolution goal. Some situations may require an added level of research, but our commitment to our customers is that we will make every attempt for a same-day resolution. We will also place a follow up call to apprise the State of the current status of their inquiry.

Service/Maintenance Plan; Offeror ServicesDescription of Service Performance StandardScheduled Maintenance:Certified Payments reserves two (2) hoursof system unavailability per month formaintenance purposes. Systemunavailability due to scheduledmaintenance will be excluded from servicelevels. The maintenance is typicallyperformed during off-peak hours. CertifiedPayments will provide the Statewith seven (7) days advance notice ofscheduled maintenance wheneverpracticable.

Maximum of two (2) hours of schedulemaintenance per month.When possible, scheduledmaintenances will be performed during offpeak, non-business hours whentransactions are at a minimum.

Emergency Maintenance/Change:Emergency Maintenance/Change is definedas emergency measures such as securitypatch installation or hardware replacementthat provides problem resolution.

Maximum of two (2) hours of emergencymaintenance allowed per month at anytime.

Customer Support for the State’sPersonnel:

Available to the State’s associates twenty four (24) hours per day, seven (7) days a week, if requested.

Emergency Customer Support forthe State’s Associates:

Available to the State’s associates twenty four (24) hours per day, seven (7) days a week, if requested.

Response Time to Resolution ofProblem:This is the period elapsed from the timethe State reports a suspectedproblem until the time that CertifiedPayments has assigned personnel withrelevant skills to diagnose, resolve theproblem and communicate this assignmentback to the State. Certified Payments will

A technically-qualified person fromCertified Payments who is responsible forthe problem resolution shall respond tothe State’s initial telephone callor email within 30 minutes during normalbusiness hours; otherwise within 60minutes.


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designate the contact representative(s) responsible for assigning the problem and communicating withthe State.Incident Reports:When, where and how a problem occurredand resolution, including root cause.

When requested, Certified Payments shallprovide this report to the Statewithin five (5) business days providedsuch problem has been identified.

Certified Payments will replace any malfunctioning hardware at no cost to the State of Montana within 24 hours.

Escalation of IssuesEach problem shall receive appropriate attention in accordance with the severity of the problem. When the State of Montana encounters a problem with use of the services, the State shall contact Certified Payments with a request for problem resolution. Certified Payments shall make reasonable efforts to respond to the State’s request for assistance in achieving service restoration within the times specified below. Certified Payments’ response shall include assigning fully qualified technical resources to work with the State of Montana to diagnose and resolve service issues.Problem Resolution Time Frames: Certified Payments will provide Initial Notification to the State of Montana within 60

minutes or less from Problem Identification, which time period shall be the “Initial Notification Time” standard.

Certified Payments will provide the State of Montana Status Updates every 4 hours after Initial Notification, which time period shall be the “Status Update Time” standard.

Certified Payments shall provide service restoration within 48 hours or less after Problem Identification; this time period shall be the “Service Restore Time” standard. In doing so, Certified Payments shall include assigning fully-qualified technical resources to work with the State of Montana from 7 a.m.-7 p.m. (CT), until Certified Payments provides service restoration.

Certified Payments shall provide a Problem Resolution within 4 days or less after Problem Identification, which time period shall be the “Problem Resolution Time” standard.

ReportingThe reports provided to the State are a critical component to this service program. Reports must be made available to several locations for varied reconciliation and balancing purposes.

Establish a Reporting ProcessWe provide online access to real-time reporting 24/7/365 with the ability to export Excel reports as needed for each department. Our reporting portfolio gives the user flexibility in pulling


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standard reporting, customizing reports or receiving scheduled reports monthly. If the State would like scheduled reports, we can set that up for auto delivery.

Online Data Access/Ad Hoc Reports Certified Payments understands the unique reporting needs of our government clients, which is why we offer a suite of real-time reports available 24/7/365 that can be customized at a user-level. Our Report Wizard offers eight different reporting options, allowing the State to pull reports at a detailed transaction level for each line of business, user, or workstation. To view consolidated payment totals, the State can utilize one of our summary reports which shows transaction totals by payment method (Visa, MasterCard, Discover, American Express, eCheck), line of business, or user. Reports are available online via our website, CertifiedPayments.net, and they may be exported in Microsoft Excel, CSV or XML formats. Additionally, should the State require automated file delivery, we can do so via email in the frequency desired by the State.

The following images are screenshots of our reporting:

Real Time Monitor:


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Additional reports available:

Select one or many bureaus for reporting:

Reporting filtering options:


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Choose predefined report periods:


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Choose a specific date/time:

Use custom user defined columns or full detail format:


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Example of custom defined fields:

Detail Report sample:


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Summary Report sample:

Disputed Charges; Card Fees/Statement Reconciliations Unique to our industry, Certified Payments does not immediately debit our customers when a chargeback is initiated, and instead offers a dedicated Chargeback Specialist who will be the State’s advocate in the chargeback process.

This Chargeback Specialist provides end-to-end chargeback support, working closely with the State of Montana to inform them when a new chargeback has been initiated, collecting supporting documentation (i.e. tax statement, vehicle registration renewal, etc.), and informing the State of new updates in the chargeback process, including chargeback case status changes and closure. If a chargeback is awarded in favor of the cardholder and requires a debit to the State, the Chargeback Specialist will communicate that outcome prior to initiating the debit, so that the State of Montana is aware of the financial impact. Once debited, chargebacks are debited from daily processing activity; in the event of no daily activity they will be debited as a single entry from the State’s bank account on file.

Due to the traceable nature of government payments, Certified Payments finds that our customers historically operate with nominal chargeback rates; however, we work closely with our clients to assist them in implementing strategies to prevent fraud and reduce chargebacks should they or we identify an area that may be vulnerable to chargebacks.

Fixed Acquirer Network Fee (FANF)


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Certified Payments currently charges a VISA FANF fee monthly - per merchant ID - unless the State is using an excluded MCC code.

Offeror QualificationsTo enable the State to determine the capabilities of an offeror to perform the services specified in the RFP, the offeror shall respond to the following regarding its ability to meet the State's requirements.

Client Reference FormThree Client Reference Forms are provided in the “Supplier Attachments” tab.

Company Profile and Experience

Company Name: City of Santa Monica (CA)Contact Name: Lonnie Guinn (Board Secretary/Office Coordinator Rent Control Board)Address: 1685 Main Street, Room 202, Santa Monica, CA 90401Contact Phone: 310-458-8751Contact Email: [email protected] of Services:

Payment processing for rent control board.

Company Name: Simpson County Tax MS Assessor/CollectorContact Name: Charles BaldwinAddress: 100 E Court St #1, Mendenhall, MS 39114Contact Phone: 601-847-1744Contact Email: [email protected] of Services:

Provide credit card processing for all forms of payments. WEB, Counter and IVR payments.

Company Name: Andrew County MO Tax CollectorContact Name: Phil RogersAddress: 411 Court St, Savannah, MO 64485Contact Phone: 816-324-3914Contact Email: [email protected] of Services:

Provide credit card processing for all forms of payments. WEB, Counter and IVR payments.

Company Name: McLennan CountyContact Name: Randy Riggs - Tax CollectorAddress: 215 N. 5th Street, Room 118, Waco, TX 76701Contact Phone: 254-757-5130Contact Email: [email protected] of Services:

Provide credit card /ACH processing for Property Tax, Motor Vehicle Registration. WEB, Counter and IVR payments (3 locations). Integration to ACT tax software.


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mailto:[email protected]

Company Name: Collin CountyContact Name: Tonya Kellogg - County ClerkAddress: 2300 Bloomdale Road, Ste 3160, McKinney, TX 75071Contact Phone: 972-548-4150Contact Email: [email protected] of Services:

Provide credit card processing for all forms of payments to clerk’s office. WEB, Counter and IVR payments.

Certified Payments is a subsidiary of First American Payment Systems. Founded in 1990, First American is one of the largest private payment processing companies in the county and serves over 210,000 merchants globally. The company and its seven subsidiaries employ over 1,500 people.

ResumesThe Certified Payments support team is comprised of 3 Customer Care Specialists and 3 Account Executives who support the day-to-day needs of our government clients and their customers. Additionally, we have a leadership team that consists of several payments experts skilled in working with government entities.

Kim Kartchner, Director of Business Development, 22+ years of payments experience; Mike LoMurro, President, 20+ years of government and payments experience; Ashley Rangel, Director of Operations, 13 years of payments experience; Chris Johnson, Software Development Manager, 10 years of payments experience; Brian Dorchester, EVP, Operations, 28 years of payments experience; Rick Rizenbergs, EVP, Sales, 10 years of payments experience.

Offeror Financial StabilityThe 5 years of audited financial statements and quarterly financial statements are provided in the “Supplier Attachments” tab.

Internal Control Assessment

Financial and IT Service Organization’s Internal Control AssessmentAll solutions provided by Certified Payments meet and satisfy all federal, state and local laws, specifications and requirements.

Please note the following State of Montana Requirement:Offerors responding to solicitations related to Financial and IT Services must provide assurance they have effective Internal Controls over the processing of transactions included as part of this RFP. Offerors responding to this solicitation will be considered a service organization as defined in the AICPA’s Statement on Auditing Standards for Attestation Engagements Number 70 (SAS70). According to State Procurement Policies,


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mailto:[email protected]

Offerors must demonstrate they have adequate controls and safeguards over data and transactions maintained and processed on behalf of the State.We pride ourselves on the advanced security we can provide to the State of Montana. We have invested substantial resources to ensure our platform is secure and compliant with all related regulations, including PCI. All transactions are encrypted and tokenized, providing the highest level of security. In addition, all transaction and payment data for the State of Montana would be stored in a state-of-the-art data security center with redundancy server backups in both our Lewisville and Fort Worth, Texas locations.

Service Organization Controls (SOC) Audit (formerly known as SAS70) Requirement; SOC Audit FrequencyA copy of our SOC audit is provided in the “Supplier Attachments” tab. The SOC 1 Type 2 audit is conducted annually.

Payment Card Industry Data Security Standard (PCI DSS) CompliantCertified Payments meets all PCI DSS requirements. A copy of our PCI Assessment is provided in the “Supplier Attachments” tab.

Cost Proposal

0.1 DEBIT/CREDIT CARD TRANSACTION 2.20%

0.2 Point of Sale Device Costs $0.00

0.3 Additional fess/costs, not identified above $0.00


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Documents

andrewrossberry.files.wordpress.com€¦ · Web viewPursuant to the State of Montana’s request for a solution that will integrate with the existing and future systems (credit