| Q: |
The due date for questions is April 29th, but the due date for the proposal is April 27th. Can you please tell me if one of those dates is incorrect?
Posted by:
ALDEN FAHL
4/6/2021 12:33:47 PM EST
|
|
A:
|
That was a clerical error which has been corrected. At this time, proposals are due April 29th.
Posted by:
Tiffany Kimball 4/8/2021 1:02:49 PM
|
|
| Q: |
The document mentions 5 locations for kiosks. Are these kiosks already existing and are to be taken over by the new vendor, or are we assuming to provide all hardware and solution for these including the 5 kiosks?
Posted by:
ALDEN FAHL
4/6/2021 2:23:59 PM EST
|
|
A:
|
Yes, we do have existing kiosks provided by CityBase. You would need to contact CityBase to see if you can assume these kiosks as part of your required services, or alternatively you will need to provide new kiosks from a different vendor.
Posted by:
Tiffany Kimball 4/21/2021 3:48:47 PM
|
|
| Q: |
1. Please confirm RFP due date (April 27) relative to the date that questions are due (April 29).
Posted by:
Stanley Herschorn
4/7/2021 4:15:46 PM EST
|
|
A:
|
That was a clerical error which has been corrected. At this time, proposals are due April 29th.
Posted by:
Tiffany Kimball 4/8/2021 1:03:22 PM
|
|
| Q: |
1. Related to the question above, if the City is answering all questions on one particular date, can the City kindly allow several more days between the issuing of responses and the submittal date for responses?
2. In order to amply describe solutions for Bill Print / Mail, E-Payments and Kiosk, a total of 20 page to respond seems very limiting, especially if graphic images are included. Will the City please consider expanding the page limit?
3. How do you see the data integration between the selected vendor and your existing database? Do you expect the project to begin with Cogsdale and eventually move to Tyler Munis, or are we to integrate with both platforms?
4. What other databases does the City require for integration? SilverBlaze? Tyler Cashiering? Other?
5. Can you please provide more information about the 7,000 accounts that are “Prepaid (pay as you go)”? Do they also require print & mail services?
6. Can you please provide some customer payment metrics for utility payments, such as average amount paid per residential customer monthly and what is the average amount paid per Commercial account, monthly?
7. What is the average number of monthly payments that you get online? By IVR? By Kiosk? Customer walk-in?
Thank you
Posted by:
Stanley Herschorn
4/7/2021 4:16:36 PM EST
|
|
A:
|
1. Questions are due 4/27/2021. The City will decide at a future time if more time is needed.
2. The Proposer’s response has been increased to no more than thirty (30) pages, excluding front covers, a cover letter of up to two (2) pages, required statements and forms, qualification letters, resumes, and certificates.
3. Electronic bill presentment – EBPP connects to the current bill print/mail provider to link to the PDF bill files.
Web, IVR, Auto Pay, Text to pay, and Kiosk payments – Cogsdale integration via API.
Auto-Pay and E-Bill sign-up – When a customer opts in to one of these programs via the EBPP portal the information is transmitted to Cogsdale.
The project will begin and remain with Cogsdale until further notice.
4. NA
5. Please specify information needed.
Prepaid accounts do not require a printed/mailed statement; but must be uploaded to view via e-bill.
6. Average residential monthly payment $201.26; average commercial monthly payment $1,787.47.
7. Online 20,800; IVR 4,900; Kiosk 3,100; Walk-in 3,800.
Posted by:
Eileen Marquez 4/12/2021 1:01:16 PM
|
|
| Q: |
Will there be consideration for awarding different vendors for different requirements? Can a vendor bid on part of the project or do all requirements need to be fulfilled for consideration?
Posted by:
ALDEN FAHL
4/14/2021 9:52:40 AM EST
|
|
A:
|
No. We will not be awarding different vendors pieces of this contract. However, the prime contractor may subcontract out certain parts of the turn-key service as long as they are currently providing a package service now with the same subcontractors. You will need to provide references of clients you are providing service to with those same subcontractors.
Posted by:
Tiffany Kimball 4/15/2021 11:09:23 AM
|
|
| Q: |
1. Can back up bill images be sent via SFTP rather than CD?
a. If they need to be on CD, what is the SLA for the CD to arrive back at the City of Ocala site?
2. What are the SLA's for the Business Licenses?
3. What are the volumes for the Utility Bill Sniping?
a. Is the message static across all envelopes?
b. If so, are the messages to be used across a series of runs of the Bills or are they associated with specific files?
4. What are the volumes of Letters and Notices (with Remittance)?
a. Are they simplex or duplex?
b. Black and White or Color?
c. What is the SLA
5. What are the volumes of Letters and Notices (no Remittance)?
a. Are they simplex or duplex?
b. Black and White or Color?
c. What is the SLA?
6. Please confirm generic materials (paper, envelopes) may be utilized.
7. Please clarify “per page” – does this indicate per simplex image?
8. Please indicate the frequency of change for “Utility Bill Sniping.” (e.g. monthly? quarterly?)
9. May we request current budget for this contract?
Posted by:
ALDEN FAHL
4/14/2021 11:21:51 AM EST
|
|
A:
|
A1. Bill images can be sent via SFTP. A1a. If on CD, the City expects to receive it by the 15th of the month. A2. Business license renewals mail once in the month of July. A3. Approximately 60,000/year. A3a. Yes; message is static. A3b. Sniping runs across an entire month’s run of bills. A4. Approximately 59,000/year. A4a. Varies on type of notice.. A4b. Mainly color. A4c. Vendor will print most letters and notices. Vendor must allow enough time to make last minute changes to the notice. A5. 68,000/year. A5a. Varies on type of notice. A5b. Mainly black and white. A5c. Vendor will print most letters and notices. Vendor must allow up enough time to make last minute changes to the notice. A6. Materials for letters and notices to be plain, uncoated white paper; #10 envelope to be used. A7. Per page indicates one sheet of paper, printed on front and back. A8. Sniping may occur only two (2) to three (3) times a year. A9. Please create your budget based on the scope of services.
Posted by:
Eileen Marquez 4/21/2021 4:43:50 PM
|
|
| Q: |
Some additional questions regarding the scope:
1.- Does the city of Ocala have any hosting restriction in terms of an application to be a cloud hosted solution?
2.- What are the existing applications which are currently used for payment processing and will integration API be provided for those applications?
3.- Do existing members have an existing user credentials, which can be leveraged using an existing active directory?
Posted by:
ALDEN FAHL
4/14/2021 12:40:52 PM EST
|
|
A:
|
A1. No; if the City has access via web portal. A2. The billing system is Cogsdale CSM. The proposer will be required to interface with the Cogsdale API. A3. The existing web portal login process does not involve an active directory or single sign-on. Certain City staff members can create and deactivate logins for any staff member that requires access to the web portal.
Posted by:
Eileen Marquez 4/21/2021 4:45:07 PM
|
|
| Q: |
Please describe the kiosk collection process. What happens to the cash and checks in kiosks? Does the vendor or a security service collects it? Does it go to a bank deposit or is it delivered to a city office?
Posted by:
ALDEN FAHL
4/14/2021 3:08:54 PM EST
|
|
A:
|
A1. The cash in the kiosks remain in the machines until close out. Checks are scanned through the kiosk scanner and returned to customer. A2. Two of the kiosks that are located at the Customer Service Office are closed out by the customer service supervisor. The other three kiosks located within the community are closed out by armored car service. A3. The two kiosks cash deposits remain at the Customer Service Office until picked up by scheduled armor car service. The three other community kiosks picked up by armor car has cash deposited in the bank.
Posted by:
Tiffany Kimball 4/21/2021 5:17:18 PM
|
|
| Q: |
Does the City require that the vendor alone (without subcontracting with another organization) be able to provide both the bill printing/mailing services and e-bill presentment and electronic payments sections?
Posted by:
Jacquie Kuntz
4/14/2021 4:37:57 PM EST
|
|
A:
|
The prime contractor may subcontract out certain parts of the turn-key service as long as they are currently providing a package service now with the same subcontractors. You will need to provide references of clients you are providing service to with those same subcontractors.
Posted by:
Tiffany Kimball 4/15/2021 11:07:54 AM
|
|
| Q: |
Thank you for your interactive Q & A approach! Can you please provide a breakdown of the number of Residential accounts you have and the number of Commercial accounts?
Posted by:
Stanley Herschorn
4/14/2021 5:21:14 PM EST
|
|
A:
|
The City has 43,792 residential billed customers, and 6,142 commercial billed customers.
Posted by:
Tiffany Kimball 4/21/2021 5:18:17 PM
|
|
| Q: |
Who is the incumbent service for Bill Presentment and for the Kiosks?
Posted by:
ALDEN FAHL
4/15/2021 11:44:31 AM EST
|
|
A:
|
Kiosk provider is CityBase.
Posted by:
Tiffany Kimball 4/27/2021 8:42:52 AM
|
|
| Q: |
1. What is the anticipated number of all City staff users for the Admin/Utility Portal of the application?
2. What is the current process of accepting payments from the customer? Please elaborate on the payment options available to the customer.
3. Who is paying the processing fees for Checking Services, Electronic Transfers, Card Payments, Cash payments or ACH Payments? (End customer or City or both, please clarify)
4. What are the current fees City is paying for each payment channel?, What is the fee paid in % & $ amount associated with each type of transaction on these payment channels?
5. Is there any limit on number of transactions per user per month? What is the dollar limit for different payment types like Cash, Check, Credit/Debit card, ACH etc.?
6. Does the City own the Kiosks or are they from Invoice Cloud or CityBase / Invoice Cloud. Is the lease on the equipment expiring?
7. Is City looking for something like a credit card terminal, a software that will run on a computer that they currently have, or lastly a completely separate Point of Sale Computer with EMV/Card terminals.
8. What is the anticipated contract term for this engagement, as in RFP document it is given as 3 years with an optional two one year renewal, while in Scope of service document it is given as 4 years with an optional maximum two 2 years renewals. Please clarify?
9. We understand that the RFP decision date is TBD yet. Does City have identified any Project start date and Go live date identified? This will help us in proposing the projected timelines to provide Bill Printing, Mailing Services, E-Bill Presentment, and Electronic Payments functionality to City customers.
10. Do, vendor needs to respond to Exhibit A - Scope of Work doc also, if yes, will it come under 30 pages limit?
Posted by:
Mashal Dhawan
4/19/2021 9:15:15 AM EST
|
|
A:
|
A1. Admin users= ~8; Standard users= ~30. A2. There are many different payment options: customers can come in person to the office, online payments, IVR, mail, auto-pay, online banking, mobile app, or several 3rd-party sources such as MoneyGram, Amscot, WU, Fidelity Express. A3. The city does not want to absorb fees. Please include in your proposal the fees you expect the customer to pay. This will be taken into consideration during the evaluation if fees charged are in excess of industry standard. A4. Please provide in your proposal the fees you expect customers to pay for various payment methods. The City will decide if there will be any cost share; however, all credit card fees will always be paid by customer. A5. There is no limit to the number of transactions nor any dollar limit. Vendor must set their own limits for credit card processing which is part of the evaluation. A6. We are leasing the kiosks through a subcontractor arrangement with CityBase. The lease expires October 21, 2021. A7. The City would like software that runs on the city representative's computer and which is compatible with the Cogsdale billing system. A POS card reader is required such as found in retail establishments so city representatives do not have to handle the customer's credit card. A8. The awarded contract will now be for 5 years, with an optional 2 year renewal for a potential total engagement of 7 years. A9. After selection and contract development and City Council approval which we hope would be by July, vendor will have until late October to do setup and testing for Go Live no later than October 21st. We will work with the new vendor for a successful transition. A10. Need clarification of this question. Please read the RFP as to what information you need to respond to in your proposal.
Posted by:
Tiffany Kimball 4/27/2021 10:00:07 AM
|
|
| Q: |
1. The Price Proposal for Exhibit D in item #16, 17, and 18 has a column for Estimated Annual Quantity. Can you please breakdown for us the number of payments that you received in 2020 per payment channel and by payment type? For example, Web: 15,000 card payments and 5,800 E-check payments; and similar data for IVR, Kiosk, and Walk-in?
2. For questions 17 and 18 in Exhibit D, can you please provide the annual quantities for each that you experienced in 2020?
3. If a fee of $0.50 is charged to your customer paying by e-check over the IVR (today), does the City plan to continue with this arrangement? How many such e-check payments were made in 2020?
Posted by:
Stanley Herschorn
4/19/2021 2:11:14 PM EST
|
|
A:
|
A1. For 2020, the following payments by number: Credit card payments> online= 74,733; through IVR= 39,049; through Kiosk= 9,322. Electronic check payments> Online= 159,920; through IVR= 26,828; through Kiosk= 8,765. Walk-in transactions for cash and checks = 39,265. A2. Our returns and charge-backs are low. 2020 ACH/EFT returns= 1,223 Credit card chargebacks= 35. A3. You will need to propose what fee, if any, you will be charging for e-checks. This will be taken into consideration as part of the evaluation of your proposal. We processed a total of 195,513 e-checks in 2020.
Posted by:
Tiffany Kimball 4/27/2021 10:11:22 AM
|
|
| Q: |
ref Exhibit B Para E (page b-5) : will SSAE 16 Soc 2 or 3 be required for the selected bill, Print , mail Vendor? If not are there any further securtity compliance CERTIFICATIONS?
Posted by:
Ray Parker
4/19/2021 3:13:54 PM EST
|
|
A:
|
A1. Yes; a SOC 2 is required for the selected vendor.
Posted by:
Tiffany Kimball 4/27/2021 10:38:59 AM
|
|
| Q: |
1. What financial syetem does the city use to create the bill data file exported to the print vendor
2. What firm is the city's current bill prining and mailing vendor?
Posted by:
Ray Parker
4/19/2021 3:16:21 PM EST
|
|
A:
|
A1. Cogsdale. A2. Infosend.
Posted by:
Tiffany Kimball 4/27/2021 10:39:39 AM
|
|
| Q: |
1. On Exhibit D Price Proposal, In order to reflect accurate amounts, would it be possible to revise columns E & F to allow for increasing decimal spaces?
2. Can a column for clarifying comments on each line item be added to Exhibit D Price Proposal?
Posted by:
Tenille Randolph
4/20/2021 10:43:17 AM EST
|
|
A:
|
A1. We are revising the pricing sheet to accommodate three decimals. A2. You may list clarifying comments in your proposal.
Posted by:
Tiffany Kimball 4/27/2021 10:41:59 AM
|
|
| Q: |
In Exhibit B, the City requires the "capability to alert the customer when a duplicate payment has been received." What type of alert does the City intend for customers to receive when a duplicate payment has been received?
Posted by:
Rick Snee
4/20/2021 11:42:23 AM EST
|
|
A:
|
A1. To clarify, the vendor's processing system should be programmed to flag a customer when they submit what appears to be duplicate payments on the same day.
Posted by:
Tiffany Kimball 4/27/2021 10:44:00 AM
|
|
| Q: |
In Exhibit B, the City requires the vendor to "setup branded City of Ocala voice prompts that shall guide the user through the one-time payment process." What issue is the City trying to resolve with voice prompts during the one-time payment process? What types of voice prompts does the City need?
Posted by:
Rick Snee
4/20/2021 11:43:49 AM EST
|
|
A:
|
A1. There are no current issues. The IVR should be quick and clear as far as prompts. It should identify that the line is for City of Ocala utility payments, for example, "Thank you for calling the City of Ocala's payment processing line..." etc. etc.
Posted by:
Tiffany Kimball 4/27/2021 10:46:15 AM
|
|
| Q: |
In Exhibit B, the City requires the "capability to present images supplied from City of Ocala based on configuration of accounts and defined criteria." Can the City please explain the intention for presenting Ocala-supplied images based on configuration of accounts and defined criteria? What are the images and their intended message? What account configurations or criteria would require different images, and what kind of messaging in those images?
Posted by:
Rick Snee
4/20/2021 11:44:46 AM EST
|
|
A:
|
A1. At various times, individual city departments request a custom insert added to specific customers' bills. For example, the Sanitation Dept may request an insert be provided for customers who are billed for residential water service. A2. Inserts may be notices about an available city program or upcoming event, or change. A3. Messages vary.
Posted by:
Tiffany Kimball 4/27/2021 10:51:19 AM
|
|
| Q: |
1. Can the City please provide all Merchant Statements for the past 3 most recent months?
2.Is the City open to extending the page limit based on the RFP requirements? If not, is it acceptable to create an appendix to place reference documents in that is separate from the main document that will not impact the page limit?
3.Please confirm if the City is looking to continue the convenience fee model? If so, how would is your expectation for transactions using terminals or Kiosk?
4.Is the City looking to leverage your existing kiosk hardware or is it the intent to replace as part of this bid?
5.Does the City plan to offer a biller based fee structure model where the City absorbs the merchant fees?
4.
Posted by:
Dominic D'Amato
4/20/2021 12:12:32 PM EST
|
|
A:
|
A1. Please develop your proposal costs based on your company's overhead and cost factors. A2. An appendix is allowed for reference documents and will not impact the page limitation. A3. Please propose the costs you will charge for transactions. This will be taken into consideration during the evaluation phase. The City will ultimately decide what fees will be customer-supported. A4. Our current kiosks work well. You would need to contact CityBase to determine if you can assume those machines as part of your offer, or if you need to provide new equipment. A5. No, the City does not intend to absorb credit card processing fees. However, fees are still considered as part of the evaluation.
Posted by:
Tiffany Kimball 4/27/2021 10:57:41 AM
|
|
| Q: |
Given the due date of questions (4/27) and due date of the RFP (4/29), and current questions outstanding would the City consider extending the due date?
Posted by:
Dominic D'Amato
4/20/2021 1:39:43 PM EST
|
|
A:
|
This has been addressed and additional time allotted.
Posted by:
Tiffany Kimball 4/27/2021 10:59:02 AM
|
|
| Q: |
1. Does the City require or prefer the primary vendor facility be located in the State of Florida, with at least 2 disaster recovery sites located out of state?
2. Given the sensitive nature of the financial data being supplied to the vendor, does the City require or prefer the awarded firm to carry Cyber Liability insurance and perform SOC I and SOC II audits?
3. With regards to the 20-page limit on bid submissions, are vendors permitted to print front and back or is the requirement meant to be 20-pages 1-sided?
4. With regards to the requirement that “Vendor shall submit a mock-up of one redesigned utility bill and a business license renewal based on the sample documents in Exhibit B” – is it assumed that the mock ups should be designed as 4/1 or 4/4 for the utility bill and 4/0 for the business renewal, as per bid specifications?
5. Is it possible to obtain a copy of the Merchant statement or existing payment pricing for EBPP?
6. Please confirm that City of Ocala will require the following EBPP services – Billing Presentment or Ebill, Document Archiving, Online Bill Payment, IVR, SMS or Text Payments and eLockbox services.
7. Which vendors are currently providing these services – Web payments, IVR, SMS payments and eLockbox?
8. What are the monthly average of payments for each of the payment channels listed above?
9. What is the average customer payment amount?
10. Does the City of Ocala currently use an in house ACH Auto-draft program and if so, how many customers are using this service?
11. Are there existing online customers that will need to be migrated or imported into the new EBPP system and if so, how many?
12. What is the current online payment model for the City of Ocala – Absorbed fee paid by the City, Flat Rate paid by the consumer or Hybrid model? Will this be the model going forward?
Posted by:
Russ Alberti
4/21/2021 10:26:02 AM EST
|
|
A:
|
A1. It is not required the primary vendor be located in Florida. However, disaster recovery sites are still required to be maintained. A2. Cyber Liability insurance required as well as a SOC 2. A3. Front and back would be 40 pages. However, given the scope, we are increasing the base proposal size limit to 30 pages. A4. Yes, your mock ups should be designed per RFP specifications. We are going to upload a sample file for you to use. A5. No. Please use your own cost factors for providing services. A6. Yes, all of those services are desired. A7. Services are provided by InvoiceCloud. A8. More detail needed. Quantity or value? Please refer to other answers posted as that may address your information request. A9. Average bill payment for residential customer is $201.26 and for commercial accounts it is $1,787.47. A10. Yes; however, we only have one ACH customer on this in-house payment service. All other customers on auto-pay are registered through the current payment processing vendor. A11. Yes; there are approximately 14,000 customers who will need their details imported. A12. Please propose what fees you will be charging for each service which will be considered as part of the evaluation. The City will decide how these fees are distributed.
Posted by:
Tiffany Kimball 4/27/2021 11:27:21 AM
|
|
| Q: |
On the pricing XLS document, the unit price only allows for 2 decimal places and rounds up when you input more than two. Is it possible to receive an updated XLS document that permits 3 decimal places for the unit cost? Please advise.
Posted by:
Russ Alberti
4/21/2021 3:02:10 PM EST
|
|
A:
|
We are fixing the pricing sheet to accommodate this request. We will upload it later today.
Posted by:
Tiffany Kimball 4/27/2021 11:29:42 AM
|
|
| Q: |
In Section 8 of the RFP, the City excludes "front covers, a cover letter of up to two (2) pages, required statements and forms, qualification letters, resumes, and certificates" from the now (per answers to questions) 30 page limit. Can the City please confirm that the required mockup utility bill and business license renewal in the Scope of Services is a required form and, therefore, excluded from the 30 page limit on proposals?
Posted by:
Rick Snee
4/25/2021 12:00:43 PM EST
|
|
A:
|
The required mockup utility bill and business license renewal is a required form and is excluded from the 30-page limit on proposals.
Posted by:
Eileen Marquez 4/26/2021 11:14:01 AM
|
|
| Q: |
Regarding Section B. 12. in the Scope of Services document:
1. Are the ‘hidden/non-printed’ text fields referring only to the pdf? In a flat file (assuming that’s referring to, for example, a .txt or .xml file) will they be fields like any other field? Will the values be consistent?
2. Can you elaborate on the ‘hidden/non-printed’ characters in pdf? Will these be consistent values in a consistent location on the documents?
3. Will the records to be held and records to be mailed be in the same input file?
4. In this part ‘print suppression, envelope suppression, and selective inserts’ does ‘envelope’ refer to remit envelope? If not, please elaborate.
Posted by:
Matthew Edwards
5/11/2021 11:14:42 AM EST
|
|
A:
|
A1. The hidden/non-printed text fields only refer to the PDF. There is no plan to go to a flat file, if we were to move to a flat file there would be a consistent field for this. Yes, the values will be consistent
A2. The hidden/non-printed characters consist of a user name for intercepted bills. We do not want the user name to be printed. It is included in the PDF in white text. Yes, these will consistent values.
A3. Yes, the records to be held will be in the same input file to be mailed.
A4. Remit envelope only.
Posted by:
Eileen Marquez 5/12/2021 11:22:24 AM
|
|
| Q: |
Can utility bill sniping on outer envelope be messaged in black/white ink or is color required?
Posted by:
Matthew Edwards
5/11/2021 11:15:09 AM EST
|
|
A:
|
The sniping color on the envelope will vary from black/white ink to color. It depends on the graphics from the department requesting the snipe.
Posted by:
Eileen Marquez 5/12/2021 11:16:01 AM
|