City and County of San Francisco Office of the Treasurer-Tax Collector ( TTX ) REQUEST FOR PROPOSALS FOR Payment Gateway Services RFP#TTX2015-12 CONTACT: Ricardo S. Cordero, ttx.rfp@sfgov.org, 415-554-4509 Intent of this Request for Proposalss (RFP) The City & County of San Francisco ( the City ) seeks proposals from firms demonstrating successful experience providing payment gateway services. Respondents must have experience delivering PCI compliant, high-volume gateway payment services as described later in this document. These services will be used to assist City departments and agencies with Online payment acceptance through the Web or Interactive Voice Recognition ( IVR ), Customer Service Representative interface ( CSR ), and Physical Machines. In addition, certain City departments engaged in unique service and payment processing may utilize the services of the selected vendor for customization services. The Office of the Treasurer and Tax Collector ( TTX ) leads this RFP and intends to identify the most responsive and qualified Respondent(s) to negotiate contract(s) for services described within this RFP. Respondents are not guaranteed a contract. Anticipated Contract Term The anticipated contract term will be July 1, 2016 September 30, 2021, with two additional 2-year options to extend the term of the agreement for 4 additional years at the sole and absolute discretion of the City. The actual contract term may vary depending upon service and project needs at the City s sole, absolute discretion. Selected Respondent(s) must be available to commence work on or before July 1, 2016. Subcontracting Requirement The Local Business Enterprise ( LBE ) sub- for Proposal ( RFP ) consulting goal for this Request and resulting contract(s) is waived. However, the City strongly encourages responses from qualified LBEs. Pursuant to Admin Code Chapter 14B, rating bonuses will be in effect for Respondents who are certified as a Small- or Micro-LBE. Schedule* Issuance of the RFP Deadline for RFP Questions Publication of RFP Answers Deadline for Submission of RFP Responses Vendor Presentation Contract Award Intent Notification *Dates are subject to change. City Hall, Room 140 12-10-2015 12-28-2015 (11am PT) 01-05-2016 (5pm PT) 01-19-2016 (5pm PT) 02-22-16 to 02-23-16 March 2016 RFP Questions and Communications To ensure fair and equal access to information about this RFP, e-mail your questions to ttx.rfp@sfgov.org. Questions must be in writing and received by the Deadline for RFP 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 e-mailed to qualified Respondents by the RFP Answers publication date and posted on the following websites: www.sftreasurer.org/rfp http://mission.sfgov.org/ocabidpublication 1 Dr. Carlton B. Goodlett Place San Francisco, CA 94102 Title Page
1. Introduction 1.1 General terms used in this RFP. Respondent refers to an entity submitting a proposal to this Request for Proposals ( RFP ) who was deemed qualified on September 18, 2015, for the RFQ solicited for Payment Gateway Services. Contractor refers to the Respondent(s) awarded a contract for services under this RFP. The phrase WEB/TEL automated clearinghouse transactions actually refers to two types of NACHA regulated transactions. WEB refers to Standard Entry Class Code Entries that are automated clearinghouse debit transactions ordered and authorized online via a web interface. TEL refers to TEL Standard Entry Class Code Entries that are automated clearinghouse debit transactions ordered and authorized via a telephone interface that can be operator assisted or by interactive voice recognition. Kiosks refer to Physical Machines as described in Attachment III, Section B(2)(D). 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 was established by City 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 billion FY14/15 size of capital budget Approx. $1 billion FY14/15 number of budgeted FTEs Approx. 32,000 Roles and Responsibilities of the City s Office of the Treasurer-Tax Collector The Office of the Treasurer & Tax Collector ( TTX ) leads this RFP and is the primary fiduciary and contractor for bank and non-bank financial service agreements. All City bank accounts are opened and overseen by TTX and TTX will be the Contractor s primary or secondary point of contact during the term of all agreements ( Agreement ) resulting from this RFP. TTX, in coordination with the Office of the Controller, establishes and publishes Citywide banking, cash management and payments policies. TTX oversees and manages balance levels at City operating banks, invests excess cash, and acquires cash management and payment services on behalf of other City departments. To read more about the functions and duties of the TTX, please refer to the following link: http://www.sftreasurer.org/. December 2015 Payments Gateway Services RFP Page 1 of 8
1.3 Statement of Need and Intent What Does the City Seek? Proposals for payment gateway services from among those Respondents that were qualified at the conclusion of the RFQ process on September 18, 2015, to support the Service Areas associated with the chart below: NUMBER SERVICE AREA 1 Debit/Credit Card and E-Check payment acceptance at an Online customer interface 2 Debit/Credit Card and E-Check payment acceptance at an Interactive Voice Recognition customer interface 3 Debit/Credit Card and E-Check payment acceptance at a Customer Service Representative interface 4 Debit/Credit Card payment acceptance for in-person transactions through Physical Machines: for example, point of sale devices (with pin pads where appropriate), kiosks and parking meters With Whom Will Contractors Work? Contractors will work with TTX and staff from other City departments. What is the City s Intent with this RFP? The City seeks a vendor that can provide gateway services to primarily support TTX payment needs. However, TTX also wishes Respondents to provide gateway services for other City departments that have payment categories relating to: a. Bills b. Fees c. Fines d. Permits e. Reservations f. Insurance premiums (such as monthly health, dental, vision) g. Donations h. Garnishments i. Recurring payments December 2015 Payments Gateway Services RFP Page 2 of 8
Below is a brief description of TTX payment categories and other departments payment activities. Less volume intensive departments may also engage with the same vendor to process various fees. The number of transactions and City departments that offer payor-notpresent payments are expected to increase. Also, please note that TTX had 73,965 echecks processed during the last fiscal year, FY14-15. PAYMENT CATEGORY PAYMENT FREQUENCY DAILY FILE TRANSMISSIONS TO CITY FY 14-15 ANNUAL TRANSACTION VOLUME ONLINE IVR CSR Delinquent Revenue On Demand 9 3,400 300 NA Property Taxes Semi-Annual/ Some Monthly 15 58,600 1,820 NA Business License Annual 3 1,280 - NA Business Taxes Quarterly, Monthly 3 67,550 - NA SUBTOTAL (TTX ONLY) 130,830 2,120 NA Other Fees On Demand 3 113, 241 - NA GRAND TOTAL 244,071 2,120 2. Scope of Work This RFP s Scope of Work consists only of payment gateway services. The actual processing of credit/debit card and origination of WEB/TEL automated clearinghouse transactions is out of scope for this RFP since the City already has contracts for processing such services. The Respondent(s) selected through this procurement process is/are expected to work cooperatively with the City s current payor-not-present payment processor (First Data Merchant Services) and/or payor-present payment processor (Bank of America Merchant Services). Both of the aforementioned card processors are compliant with Payment Card Industry Data Security Standards ( PCI-DSS ) and accept payment instructions from the City s gateway providers or other processors as the City designates. The Respondent(s) selected through this procurement process are expected to direct all WEB/TEL automated clearinghouse transaction instructions to the City s originating depository financial institution ( ODFI ), Bank of America. Each Respondent should demonstrate its capabilities by providing full and complete responses to questions in Attachment III. The City will negotiate the specific scope of services, budget, deliverables, and timeline with the highest-scoring Respondent selected for contract negotiations. There is no guarantee of a minimum amount of work or compensation for any Respondent(s) selected for contract negotiations. December 2015 Payments Gateway Services RFP Page 3 of 8
3. Response Requirements 3.1 Time and Place for Submission of Responses Responses and all related materials must be received by 5:00pm PT on Friday, January 19, 2015. Responses may be delivered to the Reception Desk at City Hall, Room 140 or to: Ricardo S. Cordero Banking Services and Treasury Accounting Office of the Treasurer and Tax Collector City and County of San Francisco City Hall, Room 140 1 Dr. Carlton B. Goodlett Place San 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 handdelivering 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 each Respondent s response and packaged in a box or envelope clearly marked RFP#TTX2015-12 Payment Gateway Services RFP. Complete and concise responses are recommended to ensure 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 RFP. 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 the entire contents of the Respondent s response, including all RFP Attachments. All files should be submitted in unprotected PDF or Word format. Electronic files should include signatures, where applicable. RFP attachments include: RFP Attachment I RFP Attachment II RFP Attachment III RFP Attachment IV RFP Attachment V Acknowledgement of RFP Terms and Conditions City s Agreement Terms and Conditions Response Template Pricing Worksheet Professional Service Fees Estimate and Implementation Plan B. Twelve (12) complete printed copies of RFP Attachment III, IV & 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 RFP Attachments before completing RFP Attachment III to ensure they meet the City s December 2015 Payments Gateway Services RFP Page 4 of 8
requirements. C. One (1) flash disk or CD-ROM containing the last three (3) years of audited financial statements or a URL link to them 4. Evaluation Criteria This section describes the guidelines used for analyzing and evaluating the proposals. The City intends to select Respondent(s) for contract negotiations that provide the best overall service package to the City inclusive of fee considerations. Respondents selected for contract negotiations are not guaranteed a contract. This RFP 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 proposals are inadequate to satisfy its needs. 4.1 Eligibility This solicitation is only open to those firms who have met the City s minimum qualifications for this service based on their responses to the RFQ concluded on September 18, 2015. 4.2 Evaluation Criteria for (100 points) Evaluation Team: City representatives will serve on an Evaluation Team responsible for evaluating Respondent proposals. Specifically, the team will be responsible for evaluating and rating responses, conducting reference checks, and attending vendor presentations, if desired by the City. 4.2.1 Qualifications 30 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. c) Respondent provides (3) years Annual Reports to Shareholders or financial statements certified by a public accountant as prescribed in the RFQ. 4.2.2 Completeness of Response Submission 10 points a) Response conforms with RFP requirements and concisely but comprehensively addresses RFP requirements. b) Response is professionally presented and contains organized content and format. 4.2.3 Approach and Value of Responses to Qualification Questions 40 points a) Respondent provides full, understandable and appropriate answers to relevant questions. b) Respondent provides creative and forward-looking answers to relevant questions. c) Expectations of client involvement or levels of effort are appropriate, and answers demonstrate experience providing services to comparable clients. December 2015 Payments Gateway Services RFP Page 5 of 8
d) Sufficient expertise and methods to create competitive differences beneficial to the City are demonstrated. 4.2.4 Cost 20 points a) Cost response is sufficiently detailed, reasonable and appropriate. 4.3 Contractor Selection Processes 4.3.1 Vendor presentations Following the Proposal Evaluation process, the highest scoring Respondents may be invited to vendor presentations before the Evaluation Team. In order to be eligible for an interview, Respondents must score at or above 70 points out of 100 points for their written proposals. Vendor presentations, if pursued by the City, will consist of standard questions asked of selected Respondents, and specific questions regarding individual proposals. Vendor presentations will be worth 100 points. The lead staff members assigned to the project should be present for the interview, as well as the lead staff of subcontracting partner(s), including Local Business Enterprise firms. 4.3.2 Reference Checks Reference checks, including but not limited to, communications with other clients as indicated in Attachment III Prior Project Description(s) may be used to determine the applicability of Respondent experience and capacity to meet the City s required services. References will also be used to judge the quality of services and staffing provided to other 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. 4.3.3 Other Terms and Conditions The selection of any 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 qualified Respondent, then the City, in its sole discretion, may terminate negotiations and begin contract negotiations with any other remaining qualified Respondents. The City, in its sole discretion, has the right to approve or disapprove any staff person assigned to a Respondent 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. December 2015 Payments Gateway Services RFP Page 6 of 8
5. Protest Procedures 5.1 Protest of Non-Responsiveness Determination Within five (5) working days of the City's issuance of a notice of non-responsiveness, any Respondent 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 (5 th ) 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 RFP 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 Contract Award Within five (5) working days of the City's issuance of a notice of award under this RFP, any Respondent that has submitted a responsive response and believes that the City has incorrectly selected another Respondent for award may submit a written notice of protest by mail or e-mail (fax is not acceptable). Such notice of protest must be received by the City on or before the fifth (5 th ) working day after the City's issuance of the notice of intent to award a contract. 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 RFP 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 RFP ATTN: Ricardo Cordero Office of the Treasurer & Tax Collector City & County of San Francisco City Hall - Room 140 1 Dr. Carlton B. Goodlett Place San Francisco, CA 94102 December 2015 Payments Gateway Services RFP Page 7 of 8
5.4 Protest Review TTX will confirm receipt of notice of protest by Respondent. If a Respondent 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 Respondent; (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 sole discretion, may make a determination regarding a protest without requesting further documents or information from the Respondent 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 Respondent at the time the protest is submitted. If the Respondent 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 Respondent'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 Respondent'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. December 2015 Payments Gateway Services RFP Page 8 of 8