VSCOPE OF SERVICES

To lease four free standing non-bolted Kiosks for an initial period of two years at three different sites with the availability of four (4) one year options to extend. Kiosks shall be delivered with loaded standard software and reports with an option to add more Kiosks at a later date. Contract will also include the service of the Kiosks for the initial two year period and all executed extensions.

  • Dimensions not to exceed 30 inches deep by 30 inches wide by 72 inches tall
  • Touch screen in both English and Spanish
  • Bright color to draw customer attention
  • Capable of connecting and operating on an IEEE 802.3 Ethernet network using twisted pair copper cabling
  • Separate and sealed containers for cash and check transactions to be accessible to SAWS personnel for end of day processing; with checks payable to SAWS.

To have loaded standard software with the following capabilities:

  • Bill and prepayment solution by cash, and check.
  • Ability to provide customer on-line messaging in English and Spanish
  • Ability to incorporate SAWS branding
  • Ability to update language and communications specific to SAWS needs
  • Ability to provide customer with multiple levels of self-validation/authentication
  • Ability to provide customer with a paper receipt or a paperless receipt/confirmation electronically
  • Ability to provide customer with donation options in addition to making utility payment

To provide the following reports:

  • Activity report on-line on all transactions at kiosk site/location, customer name, customer account number, customer phone number, date and time of transaction, and transaction dollar amount
  • Daily, real-time transaction report that identifies totals for all transactions, including cash denomination and number of cash, check and credit card transactions
  • Transaction report on the total count of payments and total dollar amount collected at different intervals during the day and a summary report at the end of the day for each type of transaction
  • Daily transaction log and batch summaries to facilitate reconciliation with bank deposits

System security to include the following:

  • Provide encoded/encrypted system to protect SAWS and customer information with FTP (SFTP preferred) and PGP encryption batching between SAWS and Vendor pursuant to Federal Trade Commission regulations
  • Ability to retain data files in event of power failure or system malfunction with data recovery protocols.
  • Provide assurance that SAWS and customer information in not shared with third parties
  • An off-site automatic backup of all data files at the end of each day processing.
  • Client server monitoring and escalation system which provides intelligence on the different peripherals inside the kiosks
  • Automatic security updates to include detection of counterfeit funds. Loss due to failure to detect will be the responsibility of the vendor

Provide Kiosk Maintenance Services to include remote and onsite maintenance and repair within one (1) business day.

Provide System Support Services to include the following:

  • Provide hosting and network support for the software utility and special programs that come standard with the kiosks via remote diagnostics, enhancement and software upgrades.
  • Detect and solve and report unmatched payments (i.e. posted payments that do not match actual cash payment) immediately.
  • Ability to fix discrepancies with batch files in line with full audit trail on all edits of unmatched payments.
  • Ability to prevent release of out of balance batches.
  • Ability to rectify out of balance issues to SAWS satisfaction within 48 hours
  • Provide all services in compliance with all applicable federal, state and local rules and regulations
  • Provide customer service contact information in both English and Spanish to customer with transaction disputes on a 24/7 basis.
  • Armored car transport of cash and checks will be provided by SAWS’ contracted service
  • Ability to provide training to SAWS employees, at no cost, to settle minor maintenance issues

Other desired service capabilities (Explain in detail how migration to desired service capabilities as indicated below will be accomplished and indicate what (if any) additional charges will be assessed):

  • Ability to add additional kiosks to the lease in the future at other potential SAWS locations
  • Ability to integrate with existing KIOSK via application or other method, with other payment solution kiosks which may be located at various convenience stores to include after-hours payment processing
  • Ability to upgrade for remote capture of check transactions. Vendor should provide information as to whether or not images of checks will be stored and ability for SAWS to obtain/access images.
  • Credit card function to be used at a later time. Will provide awarded vendor with 30 days’ notice when this function will be used. Looking for the Kiosk to be Operational between 7 a.m. and 6 p.m. CST