Model RFP - San Franciscomission.sfgov.org/OCA_BID_ATTACHMENTS/FA41435.docx · Web...

City and County of San FranciscoOffice of the Treasurer-Tax Collector (“TTX”)

REQUEST FOR QUALIFICATIONS FORPayment Gateway Services

RFQ#TTX2015-08CONTACT: Ricardo S. Cordero, [email protected], 415-554-4509

City Background

San Francisco is the fourth largest city in California and serves as a center for business, commerce and culture for the West Coast. The City and County of San Francisco (“the City”) established by Charter in 1850, is a legal subdivision of the State of California with the governmental powers of both a city and a county under California law. The City’s powers are exercised through a Board of Supervisors serving as the legislative authority, and a Mayor and other independent elected officials serving as the executive authority.

The City seeks responses from firms demonstrating successful experience providing payment gateway services. These services will be used to assist City departments and agencies with online, interactive voice recognition and kiosk payment acceptance. In addition, certain City departments engaged in unique service and payment processing may utilize the services of the selected consultants for customization services. Respondents must have experience delivering PCI compliant, high volume gateway payment services, as described later in this document.

Intent of this Request for Qualification (RFQ)

It is the intent of the Treasurer-Tax Collector to create a pre-qualified list of firms from which interested City departments, boards, or commissions may choose prospective contractors on an as needed basis.

Anticipated Contract Period Respondents pre-qualified under this RFQ will remain eligible for consideration and contract negotiation on an as needed basis for two years from the pre-qualification notification date. Firms pre-qualified under this RFQ are not guaranteed a contract.

Subcontracting RequirementThe Local Business Enterprise (LBE) sub-consulting goal for this Request For Qualifications (RFQ) and resulting contract(s) has been waived. However, the City strongly encourages responses from qualified LBEs. Pursuant to Admin Code Chapter 14B, rating bonuses will be in effect for any Proposers who are certified as a Small- or Micro-LBE. See the RFQ Attachment II for more information.

Schedule*

RFQ Issued

Deadline for RFQ Questions

Pre-Proposal Conference

Deadline for RFQ Answers

Deadline for RFQ Responses

Notice of intent to establish pre-qualified list

*Dates are subject to change.

07-15-2015

07-29-2015 (5pm PT)

08-07-2015 (1:30pm PT)

08-17-2015 (5pm PT)

08-31-2015 (5pm PT)

09-18-2015 (5pm PT)

RFQ Questions and CommunicationsTo ensure fair and equal access to information about this RFQ, e-mail your questions to [email protected]. Questions must be in writing and received by the Deadline for RFQ Questions. No questions will be accepted after this time with the exception of City vendor requirement questions.A summary of the questions and answers pertaining to this solicitation will be emailed to proposers by the Deadline for RFQ Answers and posted on the following websites:

www.sftreasurer.org/RFP http://mission.sfgov.org/OCABidPublication

Pre-proposal ConferenceTo allow CCSF to discuss the RFQ with and answer any questions submitted by Respondents and to provide for and equitable dissemination of information, TTX will host a Pre-Proposal Conference at the following time and location:

Date: August 07, 2015 Time: 1:30 PM – 4:30 AMLocation: CCSF City Hall, Conference Room 305 #1 Dr. Carlton B. Goodlett Place San Francisco, CA 94102Respondents may dial into the meeting using the below call-in number and participant code:Call-In Number: 877-213-9444 Participant Code: 689399

Treasurer-Tax Collector ● City Hall, Room 140 ● 1 Dr. Carlton B. Goodlett Place ● San Francisco, CA 94102 ●

http://mission.sfgov.org/OCABidPublication

http://www.sftreasurer.org/RFP

mailto:[email protected]

http://www.sftreasurer.org

07-2009

http://www.sftreasurer.org/

1. Introduction1.1 General terms used in this RFQ.

The “Respondent” refers to any entity submitting a response to this Request for Qualifications (“RFQ”) to be considered for inclusion on a pre-qualified vendor list. The “Contractor” refers to the Respondent(s) awarded contracts for services under this RFQ.

1.2 Background of City and County of San Francisco

San Francisco is the fourth largest city in California and serves as a center for business, commerce and culture for the West Coast. The City and County of San Francisco (“CCSF”) was established by Charter in 1850. It is a legal subdivision of the State of California with the governmental powers of both a city and a county under California law. The City’s powers are exercised through a Board of Supervisors serving as the legislative authority, and a Mayor and other independent elected officials serving as the executive authority. The services provided by the City include public protection, public transportation, construction and maintenance of all public facilities, water, parks, public health systems, social services, planning, tax collection, and many others.

What are the City’s General Statistics?

FY14/15 size of operating budget Approx. $8.2 billionFY14/15 size of capital budget Approx. $1 billionFY14/15 number of budgeted FTEs Approx. 32,000

Each City department’s online payment transaction and dollar volume is included in Appendix A of this document..

Roles and Responsibilities of the City’s Office of the Treasurer-Tax Collector

The Office of the Treasurer & Tax Collector (“TTX”) leads this RFQ and is the primary fiduciary and contractor for bank and non-bank financial service agreements. All City bank accounts are opened and overseen by the TTX and TTX will be the Contractors’ primary or secondary point of contact during the term of all agreements (“Agreement”) resulting from this RFQ. TTX, in coordination with the Office of the Controller establishes and publishes City-wide banking, cash management and payments policies.

TTX oversees and manages balance levels at City operating banks, invests excess cash, acquires cash management and payment services on behalf of other City departments and receives, reviews and approves bank Account Analysis Statements (“AA”) and non-bank payment service company invoices.

To read more about the functions and duties of the TTX, please refer to the following link: http://www.sftreasurer.org/.

July 2015 Payments Gateway Services RFQ – Page 1 of 17

1.3 Statement of Need and Intent

What Does the City Seek? The City and County of San Francisco seeks responses from qualified firms demonstrating successful experience providing both payor-present and payor-not-present payment gateway services to support one or more Service Areas associated with the chart below:

NUMBER SERVICE AREA1 Debit/Credit Card and E-Check payment acceptance at an online customer

interface2 Debit/Credit Card and E-Check payment acceptance at an Interactive

Voice Recognition customer interface3 Debit/Credit Card and E-Check payment acceptance at a Customer

Service Representative interface4 Debit/Credit Card payment acceptance at physical machines: for example,

point of sale devices (with pin pads where appropriate), kiosks and parking meters

With Whom Will Consultants Work? Consultants will work with the Office of the Treasurer-Tax Collector (“TTX”) and staff from other City departments.

What is the City’s Intent with this RFQ? Based on responses to this RFQ, it is the intent of the City to create a pre-qualified list of firms from which the City may select prospective Contractors on an as-needed basis for services indicated below in Section 2, Scope of Work. The City may use the pre-qualified list, at its sole and absolute discretion, for selection of firms and negotiations of contracts for two years following establishment of the pre-qualification notification date. Contracts issued to pre-qualified firms will have terms of varying lengths depending on the City's needs, but in no case longer than 9 years. The City reserves the right to procure services similar or identical to the services specified in this RFQ by any other means. No pre-qualified Respondent is guaranteed a contract.

2. Scope of WorkThis scope of work is a general guide to the work the City expects to be performed, and is not a complete listing of all services that may be required or desired. The City is soliciting qualifications to create a pre-qualified list of payment gateway providers that may be selected for the services described below.

To minimize duplication of effort and to allow the City to coordinate data requests and data available for the multiple projects solicited within this RFQ, as well as for previous and future projects, the selected Contractors' findings and data may be shared by the City with other City Contractors, as deemed appropriate by the City.

The Respondent(s) selected through this procurement process are expected to work cooperatively with CCSF’s current payor-not-present payment processor (First Data Merchant Services) and/or payor present payment processor (Bank of America Merchant Services), both of which are Payment Card Industry Data Security Standards (“PCI-DSS”) compliant and accept payment instructions from CCSF’s gateway providers. Implementation of payment transaction volumes will occur over a protracted period of time as individual CCSF departments select gateway partners and activate their payor-not-present payment operations.


What if My Firm is Interested in Being Considered for More than One of the Service Areas listed in Section 1.1? Respondents are asked to indicate the Service Areas for which they would like to be considered in RFQ Attachment V, Response Template. Given the broad range of possible opportunities, we encourage firms to respond for all Service Areas for which they meet or exceed minimum qualifications as described in this RFQ. Please note that qualifications are evaluated separately for each Service Area.

Is My Firm Expected to Propose for a Specific Project? No. TTX will create a list of payment gateway providers to draw from for a diverse set of possible projects that may require a range of different and varied experience. Each payment gateway firm should demonstrate its capabilities by providing Prior Project Descriptions as part of Attachment V. The City will negotiate the scope of services, budget, deliverables, and timeline for each project it decides to pursue. There is no guarantee of a minimum amount of work or compensation for any of the Respondents selected for pre-qualification. The City may select Contractors from the pre-qualified list in its sole and absolute discretion.

After the pre-qualified list has been established, the City may issue Request(s) for Proposals or Request(s) for Quotes to the pre-qualified consultant list to better assess qualifications for a specific scope of service, which may include staffing, scheduling, deliverable, and cost considerations.

Does the City prefer firms to form a large group or consortium to cover more services, or to focus on an area of expertise and respond individually? The City prefers individual firm responses focused on the Service Areas that the firm and its lead staff can demonstrate possession of appropriate qualifications. For any proposed Respondent partnerships, at least 50% of proposed work effort on the City’s projects must come from the lead Respondent firm.

3. Response Requirements3.1 Time and Place for Submission of Responses

Responses and all related materials must be received by 5:00pm PT on Monday, August 31, 2015. Responses may be delivered to the Reception Desk at City Hall, Room 140 or to:

Ricardo S. CorderoBanking Services and Treasury AccountingOffice of the Treasurer and Tax CollectorCity and County of San FranciscoCity Hall, Room 1401 Dr. Carlton B. Goodlett PlaceSan Francisco, CA 94103-4638

Postmarks will not be considered in judging the timeliness of submissions. Responses submitted by e-mail will not be accepted. Late submissions will not be considered, including those submitted late due to mail or delivery service failure. Note that Respondents hand-delivering responses to City Hall may be required to open and make packages accessible for examination by security staff.


3.2 Response Package

The following items must be included in your response and packaged in a box or envelope clearly marked RFQ#TTX2015-07 Payment Services Gateway RFQ.

Complete, but concise responses, are recommended for ease of review by the Evaluation Team. Responses should provide a straightforward, concise description of the Respondent’s capabilities to satisfy the requirements of the RFQ. Marketing and sales type information should be excluded. All parts, pages, figures, and tables should be numbered and clearly labeled.

A. One (1) flash disk or CD-ROM containing entire contents of response, including all RFQ Attachments. All files should be submitted in unprotected PDF or Word format. Electronic files should include signatures, where applicable. RFQ attachments include:

RFQ Attachment I Acknowledgement of RFQ Terms and Conditions

RFQ Attachment II Contract Monitoring Division Local Business Enterprise Forms

RFQ Attachment III City’s Administrative Requirements

RFQ Attachment IV City’s Agreement Terms and Conditions

RFQ Attachment V Response Template

B. Six (6) complete printed copies of RFQ Attachment V and One (1) electronic copy provided by CD-ROM or USB Flash Drive. The pages may be bound by a method of the Respondent’s choosing. Respondents are advised to review RFQ Attachments I through IV before completing RFQ Attachment V to ensure they can meet the City’s requirements.

4. Evaluation CriteriaThis section describes the guidelines used for analyzing and evaluating the responses and for Respondent pre-qualification. It is the City’s intent to pre-qualify Respondent(s) that provide the best overall qualifications to the City inclusive of fee considerations. Consultant firms selected for pre-qualification are not guaranteed a contract. This RFQ does not in any way limit the City’s right to solicit contracts for similar or identical services if, in the City’s sole and absolute discretion, it determines the pre-qualified list is inadequate to satisfy its needs.

4.1 Evaluation Team

City representatives will serve as the Evaluation Team responsible for evaluating Respondents. Specifically, the team will be responsible for the evaluation and rating of the responses for pre-qualification, for conducting reference checks, and for interviews, if desired by the City.

4.2 Minimum Qualifications for all Service Areas

Instructions: Insert a “Y” or “N” in every cell adjacent to each Minimum Requirement. In order to be considered for inclusion in the list of qualified firms, a Respondent must respond with a “Y” to all of the Minimum Requirements.


No. Requirement Yes/No1 Respondent has minimum Shareholder Equity of $2 million2 Respondent is available to accept payment instructions from City clients 24 X 7 X

365/366 per year with a minimum uptime of 99.9%3 Respondent has minimum of 3-years of experience providing payment gateway

services to municipalities or other governments.4 Respondent will deliver 3-years audited financial statements by paper, on CD or by URL

link.5 Respondent will, at the City’s request, deliver periodic audited financial statements on

no more than a quarterly basis by paper, on CD or by URL link.6 Respondent agrees that the City will be the Merchant of Record and own all Merchant

IDs.7 Respondent meets all statutory and regulatory standards for data security (PCI-DSS,

Gramm-Leach and any other federal and state laws and regulations).8 Respondent has no current negative regulatory actions pending against it (limited to the

Respondent’s payment gateway services).9 Respondent will accept card payment transactions for cards branded Visa, MasterCard,

Discover and American Express, contingent on the card companies’ willingness to participate and the City’s agreements.

10 Respondent will support the City’s participation in Visa’s and MasterCard’s Bill Pay, Government Tax Payments and any other special pricing programs for which the City is or may be eligible.

11 Respondent will direct credit/debit card entries to the City’s contracted debit/credit card processing vendors:

Bank of America Merchant Services (“BAMS”) for Cardholder-Present Transactions

First Data Merchant Services (“FDMS”) for Cardholder-Not-Present Transactions

12 Respondent to direct E-Check (with the exception of kiosk, cardholder-present providers) entries to the City’s contracted Automated Clearinghouse (“ACH”) Originating Depository Financial Institution (“ODFI”) which is Bank of America.

13 Respondent to compute and present the full amount owed by a City client including, when required, a Service Fee to the customer at “check-out.”

14 For transactions on which Service Fees are to be applied, Respondent will apply the following rules:

The paying client will be clearly advised of the Service Fee to be applied to the transaction amount

The Service Fee will be processed as a separate transaction to the paying client’s credit card statement

Each month, the Respondent will charge its fees to the City’s designated bank account(s) into which the Services Fees have been credited.

15 Respondent will process both percentage based and fixed amount service fees and manage the presentation, disclosures, reporting and processing of Service Fees in accordance with the prevailing rules of the Card Associations.

16 Respondent will negotiate and execute a best practices service level agreement. 17 Respondent has a complete Business Resumption Plan (“BRP”) and satisfactorily

tested its BRB within the past 12 months. 18 Respondent will verify and authenticate card and E-Check payors in accordance with

the requirements of the Card Association Operating Rules and the Operating Regulations of the National Automated Clearinghouse Association.


No. Requirement Yes/No19 Respondent has procedures to resolve technical issues including system outages and

will notify the City within one (1) hour of any disruption with an expected duration of more than three (3) hours and provide status update.

20 Respondent will dedicate a customer service support team to respond to all telephone or e-mail inquiries from the City within one (1) business day.

21 Respondent will dedicate a relationship support team to respond to all telephone or e-mail inquiries from the City within one (1) business day.

22 Respondent uses a set of tools to track issues reported by the City.23 Respondent’s transaction reporting system allows the City to download daily and

historical data sets and export the data to other tools such as Excel or Access.24 Respondent’s online reporting system allows the City to generate ad hoc reports and

arrange data based on pre-established parameters established by the City. (Examples: reports that group data by department/agency, payment category, payment type).

25 Respondent’s online reporting system operates with all popular web browsers on PCs and MACs.

26 Respondent will provide system controls that prohibit access by unauthorized external and internal persons/system.

27 Respondent will deliver all user and technical documentation required City employees.28 Respondent will test all systems and applications jointly with the City before they are

made available to the public.

STOP: If you answered “YES” to all of the Minimum Requirements above, please proceed to the next sections and provide responses to the below questions relevant to your proposal in order to complete your submission. If you answered “NO” to any of the Minimum Requirements, please stop; your firm will not be considered for qualification in any of the Service Areas.

Demonstrated expertise is required in at least one of the following Service Areas.

For the Service Area or Areas for which your firm is submitting a proposal, each Respondent should indicate below its intent to be a qualified vendor by placing a “ ” in the space associated with each of the individual requirements established for each of the four (4) Service Areas. Service Area 1: Debit/Credit Card and E-Check payment acceptance at an Online Customer interface

The selected Respondent’s Internet solution must satisfy the following requirements:

Accessibility – Vendor will ensure that all payment applications will be compliant with Section 508 of the Rehabilitation Act of 1998, as amended (29 U.S.C. 794d) (accessibility guidelines to ensure full accessibility to users with disabilities).

My firm satisfies this requirement: ______

Payment Engine – Selected Respondent will host one or more payment gateways engines that can be integrated with any online application developed by City departments/agencies for the purpose of processing credit/debit card payments and E-Checks.



http://www.bing.com/images/search?q=black+check+mark&view=detailv2&&&id=AF499457F14DD419E01FFD2B009B1C02337F509C&selectedIndex=8&ccid=c2RI5yuh&simid=608052754083219736&thid=HN.608052754083219736

Usability – Selected Respondent payment gateway solutions will adopt basic design usability principles such as clean design, consistent navigation and ease of use to ensure citizens the best possible online experience. Respondent’s user interface must enable use by broadly used PCs, MACs, and Mobile Devices (and the associated browsers).


Visual Integration – Selected Respondent will seamlessly integrate its Internet payment solution with City department/agency websites ensuring that all applications adopt each department’s/agency’s design. All applications must be accessed exclusively from the City department’s/agency’s Internet sites.


The following matrix shows the services for which the City currently intends to process payments via the Internet. It also indicates which applications may include Service Fees. It is not required that your firm be able to process every type of Application. Please advise by inserting, in the far right hand column of the below chart with:

“YES” for the one or more Applications that you are able to support and

“NO” for the one or more Applications that you are unable to support.

The contracts between the City and the selected Respondent(s) shall allow the City to add additional applications and services in the future. In providing additional applications and services, the selected Respondents shall use the same pricing structure shown in Exhibit A, Pricing Schedule. City departments have wide variations of transaction volumes and a broad range of average ticket amounts.

SERVICE AREA 1Application Service Fees Accept Debit/Credit

CardAccept E-

checkYes/No

Taxes X X XFines X X XFees X X XPermits X X XReservations X X XParking Tickets X X XLicenses X X XGarnishments X X XDonations X X


Service Area 2: Debit/Credit Card and E-Check payment acceptance at an Interactive Voice Recognition customer interface

The selected Respondent’s IVR/Phone solution must satisfy the following requirements:

Custom Number – Selected Respondent, at its own expense, will utilize a toll free custom number provided by the City for City’s payment solution that will guide the cardholder or account holder through the payment process. Any associated fees to the cardholder or account holder must be clearly stated prior to confirming the payment


transaction and allow the cardholder/account holder to discontinue and cancel the transaction.


Menu Design – Selected Respondent will work with the City to streamline IVR menus to improve customer experience including options to provide different language translations (i.e. Chinese, Spanish) and voice recognition capability if required.


Peak Support – Selected Respondent will provide a robust IVR solution that can handle thousands of phone calls simultaneously to adequately support citizens during tax deadline season.


The following matrix shows the services for which the City currently intends to process payments via IVR interfaces. It also indicates which applications will include Service Fees. It is not required that your firm be able to process every type of Application. Please advise by inserting, in the far right hand column of the below chart with:




SERVICE AREA 2

Application Service Fees Accept Debit/Credit Card

Accept E-check

Yes/No



Service Area 3: Debit/Credit Card and E-Check payment acceptance at a Customer Service Representative (TEL) customer interface

The selected Respondent’s Customer Service Representative solution must satisfy the following requirements:

Custom Number – Selected Respondent, at its own expense, will utilize a toll free custom number provided by the City for City’s payment solution that will guide the


cardholder or account holder through the payment process. Any associated fees to the cardholder or account holder must be clearly stated prior to confirming the payment transaction and allow the cardholder/account holder to discontinue and cancel the transaction.


Menu Design – Selected Respondent will work with the City to streamline customer service representative dialogues to improve customer experience including options to provide different language translations (i.e. Chinese, Spanish) and voice recognition capability if required.


Peak Support – Selected Respondent will provide a robust customer service representative solution that can handle thousands of phone calls simultaneously to adequately support citizens during tax deadline season.


The following matrix shows the services for which the City currently intends to process payments via customer service representative interfaces. It also indicates which applications will include Service Fees. It is not required that your firm be able to process every type of Application. Please advise by inserting, in the far right hand column of the below chart with:




SERVICE AREA 3Application Service Fees Accept Debit/Credit

CardAccept E-

checkYes/No




Service Area 4: Debit/Credit Card payment acceptance at physical machines: for example, point of sale devices (with pin pads where appropriate), kiosks and parking meters;

The selected Respondent’s acceptance at physical machine solution(s) must satisfy the following requirements:

Integration – Selected Respondent will integrate its payment gateway with physical hardware (kiosks and similar machines) and software applications chosen by the City.


Connectivity – Selected Respondent will integrate its payment gateway with the cardholder present payment processor selected by the City.


The following matrix shows the services for which the City currently intends to process payments via kiosk (or similar) interfaces. It also indicates which applications will include Service Fees. It is not required that your firm be able to process every type of Application. Please advise by inserting, in the far right hand column of the below chart with:



The contracts between the City and the selected Respondent(s) shall allow the City to add additional applications and services in the future. In providing additional applications and services, the selected Respondents shall use the same pricing structure shown in Exhibit A, Pricing Schedule. City departments have wide variations of transaction volume and a broad range of average ticket amounts.

SERVICE AREA 4Application/Services Service Fees Accept Debit/Credit Card Yes/NoTaxes x xFines x xFees x xPermits x xReservations x xParking Tickets x xLicenses x xTicket Dispensers x xParking Meters x xGarnishments x xDonations x



Respondents are required to provide answers to the following questions.

4.3 PAYMENT GATEWAY SERVICES SCOPE OF WORK QUESTIONS

GENERAL1. Describe your company, its history, organizational structure and ability to support the

needs of the Service Area(s) to which you are responding.

2. Explain how your firm plans to support the needs of each individual City department that elects to engage with your services. How do you manage implementation? How do you manage on-going relationship management? How do you support on-going customer service?

3. Describe your payment gateway services (pictures, diagrams will be helpful). Be sure to explicitly portray preferred and optional flows of both information/data and dollars.

a. Hosted Page Services?b. Secure Message API Services?c. IVR?d. Kiosk?e. Shopping Cart?

4. Explain how your gateway supports recurring payments. How do you manage and safe-keep all customer sensitive data? Do you rely on tokenization in support of recurring payment activities? If yes, describe how your service works. Please address the following payment categories:

a. Fixed amount recurring payment: For example, fixed monthly payments for transportation passes or residential parking permits

b. Variable amount subscriptions: For example, payments for variable use services such as taxi fees at the airport or annual business fees.

c. Any other recurring fee programs that you support.

5. If you are responding to Service Area #4, describe any hardware/software solutions you offer that provide for bill payment, fine/fee collections, permit purchases, transit or other ticket issuance, and any other functions that are available through your hardware/software products.

6. Explain any unique product features you offer to process the following services:a. Parkingb. Transit Ticketsc. Bill Paymentsd. Taxese. Feesf. Finesg. Permitsh. Reservationsi. Insurance premiums (health, dental, vision)j. Donationsk. Garnishments


7. Describe your experience and capabilities designing, building and interfacing with mobile applications. For example

a. If a City department already has a mobile application which includes payment functionality, explain how you would make your payment gateway services available.

b. If a City department does not have a mobile application, are you able, either within your company or with a partner, to design and build a mobile application for the department and integrate your payment gateway into the mobile application?

8. If you are proposing a gateway for Point of Sale (POS) transactions (i.e. Service Area 4):a. Will you require the City to use specific pin pad devices and/or terminals supplied

by you? Are the card swipe machines EMV compliant?b. Can your gateway support a variety of POS hardware that the City can purchase

from other suppliers, such as its merchant acquirer?c. Do you support hardware that permits connectivity to computers and tablets

through the USB port?

9. To which merchant card processors is your payment gateway certified?

10. Can your E-Check service support quality control functions that minimize customer bank account data input errors? For example, do you maintain routing/transit number verification tables or the ability to use a drop-down from which to select a bank?

GATEWAY DESIGN1. Do you provide a fully integrated service that includes (provide examples of each of the

webpages and communications for each category):

a. A hosted branded City department welcome & payment instruction webpage?b. Account Registration?c. Password/Account Authentication?d. An electronic bill presentment function?e. A shopping cart?f. A checkout and pay page?g. A payment confirmation page?h. An e-mail confirmation service?

2. Describe the level of customization you are capable of providing in your gateway design. Can your web pages be designed to meet the specific needs of City departments? Provide examples of your standard web pages and samples of pages customized to meet the unique needs of your customers.

3. Besides infrastructure, do you own all of your software code or do you license components of the code? If you rely on third party code, please describe which components you built and own and which components are owned by another party.


4. Do you provide a Virtual Private Network (or similar) service connected to a City hosted web site to accept, via a secure API, information needed to process a payment instruction from the customer?

5. How do you report the following to the City:a. Payments successfully authorizedb. Declined payment authorizationsc. Settled paymentsd. Total daily, weekly, monthly, quarterly dollars processed and depositede. Service Fee processedf. Returned/failed payments

SECURITY1. Do you host your product in your own data center or in a shared center? Is your service

hosted on servers owned and operated by your firm or do you operate within a shared environment?

2. Who is responsible for managing and monitoring the security of your service? Your employees or employees of a third party?

3. Is your payment gateway fully PCI-DSS compliant? What SAQ Level has been assigned to your payment gateway? Was your compliance audit completed by a qualified assessment auditor? When was your most recent compliance audit completed? When is your next compliance audit scheduled? Will you commit to provide the City with a copy of your annual compliance certificate?

4. Has your firm undergone a SAS-70 (or equivalent) examination? If yes, was the outcome satisfactory or unsatisfactory? When was the last audit completed? If the City selects you to provide payment gateway services, will you supply the City with a copy of the SAS-70?

5. Does your service offer any special protections/controls for compliance with HIPAA requirements?

6. Describe:a. City employee access controls to your payment gateway services and datab. Your employee access controls to your payment gateway services and data.

7. Explain how your company confirms the identity and authority of cardholders and account holders who pay by card or E-Check at your payment gateway and/or IVR?

FRAUD PROTECTION/CHARGEBACKS/RETURNED ITEMS1. Describe the tools and procedures your firm offers to protect the City against fraudulent

and unauthorized payment transactions.


4.4 Evaluation Criteria for Pre-qualification

Each RFQ response that meets the Minimum Qualifications will be evaluated in accordance with the criteria below. A Respondent must receive a score of 70 points or above out of the 100 total possible points for each Service Area to be pre-qualified for that Service Area. There is no numerical limit to the number of firms that may be pre-qualified.

4.4.1 Qualifications – 15 points

a) Respondent’s history, experience and organizational ability to support City departments.

b) Respondent’s plan to support implementation, relationship management and customer service.

4.4.2 Completeness of Response Submission – 10 points

a) Response conforms with RFQ requirements and concisely but comprehensively addresses RFQ requirements.

b) Response is professionally presented and contains organized content and format.

4.4.3 Ability to Satisfy Specific Service Area Requirements – 40 points

a) Respondent provided affirmative responses to all Service Area requirements.

4.4.4 Value of Responses to Scope of Work Questions – 35 points

a) Respondent provided full, understandable and appropriate answers to relevant questions.

b) Respondent provided creative and forward looking answers to relevant questions.

4.5 Contractor Selection Processes

Respondents scoring 70 points and above for each Service Area will be added to the pre-qualified list for as-needed services in that Service Area. Due to the varied nature of the services to be performed, the City reserves the right to contract with any or all pre-qualified Respondents.

Selection InterviewsFollowing the Response Evaluation process, Respondents may be invited to interviews with the Evaluation Team. Interviews, if pursued by the City, will consist of standard questions asked of selected Respondents, and specific questions regarding individual proposals.

The City has sole and absolute discretion over whether interviews will be conducted or not to select Respondents for contract negotiations.

Reference ChecksReference checks, including, but not limited to, prior clients as indicated in Attachment V Prior Project Description(s), may be used to determine the applicability of Respondent experience to the services the City is requesting and the quality of services and staffing provided to prior clients, as well as adherence to schedules/budgets and Respondent’s problem-solving, project management and communication abilities, as well as performance on deliverables and outcomes, and effectiveness in meeting or exceeding project objectives.


Other Terms and ConditionsThe selection of any pre-qualified Respondent for contract negotiations shall not imply acceptance by the City of all terms of the response, which may be subject to further negotiation and approvals before the City may be legally bound thereby.

If a satisfactory contract cannot be negotiated in a reasonable time with any pre-qualified Respondent, then the City, in its sole discretion, may terminate negotiations and begin contract negotiations with any other remaining pre-qualified Respondents.

The City, in its sole discretion, has the right to approve or disapprove any staff person assigned to a firm’s projects before and throughout the contract term. The City reserves the right at any time to approve, disapprove, or modify proposed project plans, timelines and deliverables.

5. Protest Procedures5.1 Protest of Non-Responsiveness Determination

Within five (5) working days of the City's issuance of a notice of non-responsiveness, any consultant firm that has submitted a response and believes that the City has incorrectly determined that its response is non-responsive may submit a written notice of protest. Such notice of protest must be received by the City on or before the fifth (5th) working day following the City's issuance of the notice of non-responsiveness. The notice of protest must include a written statement specifying in detail each and every one of the grounds asserted for the protest. The protest must be signed by an individual authorized to represent the Respondent, and must cite the law, rule, local ordinance, procedure or RFQ provision on which the protest is based. In addition, the protestor must specify facts and evidence sufficient for the City to determine the validity of the protest.

5.2 Protest of Establishment of Pre-Qualified Consultant List

Within five (5) working days of the City's issuance of a notice of intent to establish a pre-qualified consultant list, any consultant firm that has submitted a responsive response and believes that the City has incorrectly selected another Respondent for pre-qualification may submit a written notice of protest. Such notice of protest must be received by the City on or before the fifth (5th) working day after the City's issuance of the notice of intent to establish a pre-qualified consultant list.

The notice of protest must include a written statement specifying in detail each and every one of the grounds asserted for the protest. The protest must be signed by an individual authorized to represent the Respondent, and must cite the law, rule, local ordinance, procedure or RFQ provision on which the protest is based. In addition, the protestor must specify facts and evidence sufficient for the City to determine the validity of the protest.

5.3 Delivery of Protests

All protests must be received by the specified date and time deadline. If a protest is mailed, the protestor bears the risk of non-delivery within the deadlines specified herein. Protests should be transmitted by a means that will objectively establish the date the City received the protest. Protests or notice of protests made orally (e.g., by telephone) or by fax will not be considered.


Protests must be delivered to:

E-mail: TTX.RFP @sfgov.org

Mail: Payment Gateway Services RFQATTN: Ricardo CorderoOffice of the Treasurer & Tax CollectorCity & County of San FranciscoCity Hall - Room 1401 Dr. Carlton B. Goodlett PlaceSan Francisco, CA 94102

5.4 Protest Review

TTX will confirm receipt of notice of protest by Proposer.

If a Proposer submits a complete and timely protest, TTX will review the notice of protest soon after receipt of the protest to determine the validity of the notice, including, but not limited to: (a) receipt by the due date; (b) inclusion of a written statement specifying in detail each and every one of the grounds asserted for the protest; (c) whether it is signed by an individual authorized to represent the Proposer; (d) citation of the law, rule, local ordinance, procedure or RFP provision on which the protest is based; and (e) specification of facts and evidence sufficient for the City to determine the validity of the protest. The City, at its discretion, may make a determination regarding a protest without requesting further documents or information from the Proposer who submitted the protest. Accordingly, the initial protest must include all grounds of protest and all supporting documentation or evidence reasonably available to the prospective Proposer at the time the protest is submitted. If the Proposer later raises new grounds or evidence that was not included in the initial protest, but which could have been raised at that time, then the City may not consider such new grounds or new evidence. The review shall be an informal process conducted by the TTX or its designee and will be based upon the information submitted by the Respondent in its protest letter. TTX will notify the Respondent in writing of its decision at the conclusion of the review. The decision of TTX is final. The evaluation of proposals will not be delayed or postponed to allow for completion of a protest process.

Protests not received within the time and manner specified will not be considered. A Proposer's failure to protest as specified above on or before the time specified above shall constitute a complete and irrevocable waiver of the ground(s) of protest and forfeit the Proposer's right to raise such ground(s) of protest later in the procurement process, in a Government Code Claim, or in any other legal proceeding.


mailto:[email protected]

Appendix AFY2014 CCSF PAYMENT TRANSACTION VOLUME BY DEPARTMENT

CARD-NOT-PRESENT CARD PRESENT

CCSF DEPARTMENT TRANSACTION COUNT

TOTAL DOLLAR AMOUNT

TRANSACTION COUNT

TOTAL DOLLAR AMOUNT

AIRPORT - $ - 75,612 $ 6,911,499 ANIMAL CARE AND CONTROL 3,315 138,737 3,700 257,650 ARTS COMMISSION 53 2,377 5 150 ASSESSOR - - 9,086 452,190 BOARD OF APPEALS - - 60 4,021 BUILDING INSPECTIONS 25,492 7,677,028 29,649 35,816,456 DISTRICT ATTORNEY 214 52,893 ECONOMIC & WORKFORCE DEVELOPMENT 3,406 1,469,040 - - ENTERTAINMENT COMMISSION 141 63,348 - - ETHICS COMMISSION 102 43,367 - - FILM COMMISSION 679 420,163 - - FIRE DEPARTMENT 98 27,839 2,627 1,127,822 GRANTS FOR THE ARTS 12 1,436 - - HEALTH SERVICES SYSTEM 10,347 2,034,302 1 265 LIBRARY 15,130 150,777 27,572 171,307 MEDICAL EXAMINER - - 342 106,700 MUNICIPAL TRANSPORTATION AUTHORITY 105,068 $14,288,555 7,524,649 $ 44,534,736

PARKING & TRAFFIC 93,555 12,974,886 5,142,589 12,301,524 GARAGE 11,513 1,313,669 2,365,009 31,100,503 MUNI PASS - - 15,551 971,672 TAXI REGULATION - - 1,500 161,036

PORT - - 119,373 1,089,575 PUBLIC HEALTH 5 3,600 148,479 4,504,418 PUBLIC UTILITIES COMMISSION 36,878 13,915,256 13,332 4,159,239 PUBLIC WORKS 6,230 3,201,485 - - RECREATION AND PARKS 21,967 4,594,840 138,585 8,220,376 TREASURER & TAX COLLECTOR 111,138 728,651,302 6,236 1,974,808

DELINQUENT REVENUE 4,042 1,169,438 6,236 1,974,808 PROPERTY TAX 54,778 281,470,902 - - BUSINESS LICENSE 1,061 1,103,737 - - BUSINESS TAX 50,991 444,862,967 - - REGISTRATION/RENEWAL 266 44,258 - -

CONSOLIDATED TOTAL 340,061 $776,683,454 8,099,522 $109,384,103

TRANSACTION VOLUME BY PAYMENT TYPECARD-NOT-PRESENT CARD PRESENT

PAYMENT TYPE TRANSACTION COUNT

TOTAL DOLLAR AMOUNT

TRANSACTION COUNT

TOTAL DOLLAR AMOUNT

MASTERCARD 40,764 $ 26,469,091 1,013,438 $ 22,561,692 VISA 195,710 64,992,402 3,087,405 44,073,103 DISCOVER 2,082 784,598 27,814 374,142 AMEX 28,979 26,203,078 - - DEBIT 9,436 4,498,791 3,970,865 42,375,171 ECHECKS 63,090 653,735,494 - - CONSOLIDATED TOTAL 340,061 $776,683,454 8,099,522 $109,384,108

Please note that the number of “online” payment transaction is expected to increase annually.


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