City of Tacoma Customer Services. QUESTIONS and ANSWERS

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1 City of Tacoma Customer s Remote Pay Station Kiosks RFP Specification No. CS F QUESTIONS and ANSWERS All interested parties had the opportunity to submit questions in writing by by 3:00 p.m., May 11, The answers to the questions received are provided below and posted to the City s website at Navigate to Current Contracting Opportunities / Supplies, and then click Questions and Answers for this Specification. This information IS NOT considered an addendum Respondents should consider this information when submitting their proposals. Question 1: Answer 1: Question 2: Answer 2: Question 3: Answer 3: Question 4: Answer 4: Section 2, pg : Project Scope and Technical Provisions Where within the proposal would City of Tacoma like capability feedback responses to the outlined Project Scope and Technical Provisions to be listed? See RFP Section 3.02 Content to be Submitted, G. System Information / Project Approach. Section 2.02 D, pg What is the life cycle of the current Pay Box kiosk solution? The current fleet of kiosks are past their life cycle and no longer supported by the supplier. Section 2.02 D3A, pg. 11 Can you please provide Application Programming Interface (API) and any architectural documentation for the Tacoma Public Utilities Orientated Architecture (SOA)? See the following attachments: SOA High Level Architecture SOA Reference Architecture Section 2.02 D3B, pg. 11 Can you please provide API documentation for inovah? a. Do you have specific integration requirements, specific to the City of Tacoma, that the front end kiosk application will be required to implement? b. Does inovah support encrypted card data? c. Does inovah support EMV compliant transactions (Chip and Pin, Point to Point Encryption, etc)? a. Any software applications built for kiosk purposes must leverage the TPUowned Software AG webmethods Enterprise Bus (ESB) for integrations. b. inovah does not support encrypted card data. c. inovah does support EMV compliant transactions.

2 Question 5: Answer 5: Question 6: Answer 6: Question 7: Answer 7: Question 8: Answer 8: Question 9: Answer 9: Section 2.02 D3C, pg. 11 Can you please clarify if all applications that the kiosk will be required to integrate with are listed in this RFP? All of the applications are listed in this RFP. (inovah through Software AG webmethods) Section 2.02 D6, pg 12 Can you please confirm that check payments are expected to be processed through inovah? Yes, via webmethods. Section 2.02 D7Bc pg 12 Can you please confirm the City of Tacoma wishes to have a direct to processor integration with First Data (from the kiosk)? Section 2.02 D3b lists the requirement to potentially process these payments through inovah. Payments will be processed using our current payment portal via inovah through webmethods and existing City merchant accounts. Section 2.02 F, pg What CMS system do you currently use for updating digital signage and messaging across your entire kiosk fleet? What do you like & dislike about it? Best Wave Displayit!xpress is currently used to update digital signage. Section 2.02 G1, pg Who are you currently contracted with for cash collections, armored transport and balancing services? Stronghold Armored Transport services provides collection and transport of cash. Balancing is done by the City. Question 10: Section 2.02 G4, pg What titles / roles comprise the involved city stakeholders that need to be included in the RACI matrix? (E.g, the city stakeholder roles that were involved with the original Pay Box implementation, and any new roles for the new kiosk solution.) Answer 10: Project stakeholders and the RACI will defined at the project kick off meeting. Question 11: Can you please confirm that the City of Tacoma is looking for a 3rd party to supply the front-end kiosk application? a. There are a few references within this RFP listing Hardware API/SDK requirements; can you please specify what the City of Tacoma plans to leverage this functionality for? Answer 11: We are looking for a turnkey solution that will leverage our existing webmethods ESB functionality through the existing inovah solution.

3 Question 12: Please define the multi factor authentication to physically open the kiosks. What authentication does Tacoma have in mind? Answer 12: The intent of this requirement is to ensure access to the cash holding area of the kiosk is secured separately from the computer/system internals. The preference for the safe door would be an electronic keypad or lock. The cash cassette should have a lock separate from the safe door. Current kiosks employ KABA MAS locks and software. Question 13: Please define cash cassette storage. How many would you like to store in the unit? Answer 13: We require one secure storage unit for cash notes. Refer to RFP section 2.02 E.7. Question 14: Is work defined as installation and manufacturing, or does it also include Field s / Maintenance? Answer 14: Work is defined as manufacture, installation, go live support and any optional field services maintenance post go live. Question 15: What is your time line for implementation / go-live date? Answer 15: Anticipated implementation would be completed by the end of Question 16: What do you like & dislike about the current Pay Box kiosk solution? Answer 16: Like: In theory components in the current fleet of kiosks could be replaced or upgraded as needed without replacing the entire kiosk or chassis. Dislike: Replacement parts or components for required upgrades (e.g., EMV chip readers) are not available resulting in a reduced product lifespan and customer inconvenience. Question 17: What are the specific footprint parameters to work within? Answer 17: There are no specific footprint parameters. The current kiosks measure 28 inches deep, 22 inches wide and 75 inches in height. Question 18: Do checks need to be collected or only scanned? a. Do checks need to be collected with the cash (armored transport)? Answer 18: Checks are expected to be scanned and returned to the customer. Checks will not be held within the kiosk. Question 19: Does the kiosk require any UL certifications? Answer 19: Yes, certification UL 291 Level 1 for automated teller machines. Question 20: Will the kiosk have access to data on location (hardwire, wifi)? Answer 20: Hardwired data connections are available at each current kiosk location.

4 Question 21: Is ADA 508 compliance required? This can be very costly. Answer 21: The City is interested in submittals for kiosks that do and do not meet this standard. Question 22: Does the overhead need to be a touchscreen? Answer 22: No. Question 23: Does multi-factor authentication mean, a key for the kiosk and a key for a cash vault? Or do they want a key and electronic pin pad lock to get into the kiosk? Answer 23: See question 12. Question 24: Where would City of Tacoma like capability feedback responses to the outlined Project Scope and Technical Provisions to be listed? (Pages 10-15) Answer 24: See RFP Section 3.02 Content to be Submitted, G. System Information / Project Approach. Question 25: How many kiosks are online today? Answer 25: 12 Question 26: Can you provide the physical address of each kiosk? Answer 26: Tacoma Public Utilities Building 3628 S 35 th St, Tacoma, WA (2 kiosks) Tacoma Municipal Building 747 Market St. Room 220, Tacoma WA (1 kiosk) Albertsons Supermarket 104 Military Road S, Tacoma, WA (1 kiosk) Safeway Supermarket nd St. E. Tacoma, WA (1 kiosk) 2637 N. Pearl St, Tacoma, WA (1 kiosk) 1112 S. M St., Tacoma, WA (1 kiosk) 707 S. 56 th St., Tacoma, WA (1 kiosk) 2109 S.W. 336 th St, Federal Way, WA (1 kiosk) 3842 Bridgeport Way W., University Place, WA (1 kiosk) Canyon Road E., Puyallup, WA (1 kiosk) th St. E., Graham, WA (1 kiosk) Question 27: Can you provide cash payment annual volume and amount for each kiosk? Answer 27: All 12 kiosks received a total of 71,250 cash payments totaling $11,902,000 in Volumes varied from a high of 16,352 cash transactions totaling

5 $3,003,000, to a low of 1,908 cash transactions totaling $370,000. The fleet wide average cash transaction in 2015 was $ Question 28: Can you provide check annual volume and amount for each kiosk? Answer 28: One kiosk in the TPU lobby accepts checks and processed 1,066 checks in 2015 totaling approximately $320,000. Question 29: Can you provide annual credit card volume and amount for each kiosk? Answer 29: All 12 kiosks received a total of 41,539 credit/debit card payments in Volumes varied from a high of 13,275 credit/debit card transactions to a low of 1,328 credit/debit card transactions. Volumes are anticipated to increase with a more reliable and stable kiosk solution. Question 30: Can you provide debit card volume for and amount for each kiosk Answer 30: Debit cards are treated as credit cards. See question 29 for volumes. Question 31: What is the average dollar amount for credit card payments? Answer 31: The average amount paid through a credit/debit card in 2015 was $ Question 32: Do you charge at kiosk today for cash, check or credit cards? Answer 32: Not at this time. Question 33: Do you charge today for credit card web payments/ivr and can you provide the fee charged? Answer 33: Not at this time. Question 34: When does your credit card web payments and IVR contract expire? Answer 34: Not applicable to this project. Question 35: Do you intend to maintain kiosk yourself or is vendor to provide maintenance? Answer 35: Refer to RFP section Question 36: Is real-time posting required or is batch processing acceptable? Answer 36: Real-time posting is required. Question 37: Is customer billing monthly, quarterly, annually? Answer 37: Customers are billed monthly, bi-monthly or prepay for service through the Payas-you-go program.

6 Question 38: Can the RFP response be extended due to short time for Question response and due date for RFP. Answer 38: Addendum 1 was issued May 16, 2017, extending the submittal deadline to 11:00 a.m., June 6, 2017.

7 SOA High Level Architecture The Enterprise s Bus (ESB) provides a means of simplifying the many touch points between the inovah Payment Gateway (among others) and the various systems it interfaces with. Rather than building and maintaining connection and interfaces for each system independently, service calls will facilitate system connectivity to the Enterprise s Bus as shown below. The ESB then interfaces with intended system or application. Kiosk IVR inovah (Payment Gateway) CSR Win.App. ESB Calls Calls Calls Calls Enterprise s Bus

8 SOA Reference architecture Specification of a enterprise utility technology plan to support SOA-based Integration and business information exchange. Utility s Technical Standards Mamt Back Office Automation Finance & Human Capital Work & Asset Mamt Customer Relationship Distribution Automation & Energy Trading & Scheduling Work Scheduling &Dispatch Asset Analytics Customer Experience Interaction s Information s Portal Social Media Intelligence (BI) Activity Monitoring Process Analytics Process Modeling Enterprise Content Identity and Access Management s Access Control & Single Sign On Web s Security Identity Audit Policy Enforcement Directory s Process s Workflow Process Execution DOMS SCADA IVR Other Complex Event Processing Process GIS EMS MVRS Reliable Messaging ERP Solution ERP PO CCS WAM MII Messaging s Orchestration Protocol Mediation Lifecycle.NET Microsoft Framework Gateway PM SLICE Intelligent Routing Data Transform & Translate Extract Transfer & Load (ETL) Java/J2EE MyAccount Data s Master Data Managed File Transfer CSP/B2B Registry Web s Change & Config. Application Performance Job Scheduling Systems Monitoring & Run Time Governance & Administration s Payment Systems FICO May 17,