506333 Exhibits CDEF.xlsx

XLSX spreadsheet 74 KB Posted Jun 2, 2025

Attached to: Electronic Payment Processing Solution
Solicitation number: 506333
Issued by: Denver County, Denver City, Colorado

About this file

Written by GovTribe AI · Jul 18, 2025

The document is a multi-exhibit spreadsheet (506333 Exhibits CDEF.xlsx) for Denver Water's Electronic Payment Processing Solution procurement, detailing technical and financial requirements for a comprehensive digital payment platform. The project seeks a vendor to provide an innovative electronic payment processing solution with a robust self-service customer portal capable of accepting multiple payment types including ACH, credit cards, debit cards, and cash payments at retail locations. The solution must integrate with Denver Water's existing Oracle systems, support property managers and developers, offer multilingual capabilities, and include advanced features like autopay, pay-by-text, and fraud prevention mechanisms.

The exhibits outline detailed pricing and licensing models, with specific requirements for cloud security, data protection, and system functionality. Key pricing considerations include capital expenses, labor costs, annual recurring charges, and maintenance warranties spanning up to five years. The solution must comply with PCI DSS standards, support API integrations, provide comprehensive reporting capabilities, and offer a user-friendly interface with mobile responsiveness. Mandatory requirements include secure authentication, multiple payment options, customer self-service features, and the ability to handle various payment scenarios while maintaining high standards of data security and customer experience.

View the file

Other files

File	Type	Posted
506333 Addendum No 3.docx	DOCX document	Jun 2, 2025
506333 Exhibit A - Sample Agreement.docx	DOCX document	Jun 2, 2025
506333 Exhibit B - Proposal Response.docx	DOCX document	Jun 2, 2025
506333 Addendum No 1.docx	DOCX document	Jun 2, 2025
506333 Exhibits CDEF v.2 (Addendum #2).xlsx	XLSX spreadsheet	Jun 2, 2025
506333 Exhibits CDEF v.3 (Addendum #3).xlsx	XLSX spreadsheet	Jun 2, 2025
August 2024 Monthly Volume Rpt.xlsx	XLSX spreadsheet	Jun 2, 2025
September 2024 Monthly Volume Rpt.xlsx	XLSX spreadsheet	Jun 2, 2025
506333 Addendum No 2.docx	DOCX document	Jun 2, 2025
506333 Exhibit G Technology Accessibility Vendor Questionnaire.xlsx	XLSX spreadsheet	Jun 2, 2025
506333 Exhibit H Vendor Security Assessment Questionnaire.xlsx	XLSX spreadsheet	Jun 2, 2025
506333 Request for Proposal.docx	DOCX document	Jun 2, 2025

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Ex C - WBS

Exhibit C: Project Work Breakdown Structure		Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Staff Role (Name)	Hours	Labor Costs	Other Fees	Other Fees Description	Total Costs
Phase 1: (Title/Milestone)	Task Name / Description	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0
Start Date:		Hours	Hours	Hours	Hours	Hours	Hours	Hours	Hours
End Date:	1.1									0.00	$ - 0	$ - 0		$ - 0
	1.2									0.00	$ - 0	$ - 0		$ - 0
	1.3									0.00	$ - 0	$ - 0		$ - 0
	1.4									0.00	$ - 0	$ - 0		$ - 0
	1.5									0.00	$ - 0	$ - 0		$ - 0
	1.6									0.00	$ - 0	$ - 0		$ - 0
	1.7									0.00	$ - 0	$ - 0		$ - 0
	1.8									0.00	$ - 0	$ - 0		$ - 0
	1.9									0.00	$ - 0	$ - 0		$ - 0
Phase 2: (Title/Milestone)	Task Name / Description												Phase 1 Sub-total	$ - 0
Start Date:
End Date:	2.1									0.00	$ - 0	$ - 0		$ - 0
	2.2									0.00	$ - 0	$ - 0		$ - 0
	2.3									0.00	$ - 0	$ - 0		$ - 0
	2.4									0.00	$ - 0	$ - 0		$ - 0
	2.5									0.00	$ - 0	$ - 0		$ - 0
	2.6									0.00	$ - 0	$ - 0		$ - 0
	2.7									0.00	$ - 0	$ - 0		$ - 0
	2.8									0.00	$ - 0	$ - 0		$ - 0
	2.9									0.00	$ - 0	$ - 0		$ - 0
Phase 3: (Title/Milestone)	Task Name / Description												Phase 2 Sub-total	$ - 0
Start Date:
End Date:	3.1									0.00	$ - 0	$ - 0		$ - 0
	3.2									0.00	$ - 0	$ - 0		$ - 0
	3.3									0.00	$ - 0	$ - 0		$ - 0
	3.4									0.00	$ - 0	$ - 0		$ - 0
	3.5									0.00	$ - 0	$ - 0		$ - 0
	3.6									0.00	$ - 0	$ - 0		$ - 0
	3.7									0.00	$ - 0	$ - 0		$ - 0
	3.8									0.00	$ - 0	$ - 0		$ - 0
	3.9									0.00	$ - 0	$ - 0		$ - 0
Phase 4: (Title/Milestone)	Task Name / Description												Phase 3 Sub-total	$ - 0
Start Date:
End Date:	4.1									0.00	$ - 0	$ - 0		$ - 0
	4.2									0.00	$ - 0	$ - 0		$ - 0
	4.3									0.00	$ - 0	$ - 0		$ - 0
	4.4									0.00	$ - 0	$ - 0		$ - 0
	4.5									0.00	$ - 0	$ - 0		$ - 0
	4.6									0.00	$ - 0	$ - 0		$ - 0
	4.7									0.00	$ - 0	$ - 0		$ - 0
	4.8									0.00	$ - 0	$ - 0		$ - 0
	4.9									0.00	$ - 0	$ - 0		$ - 0
Phase 5: (Title/Milestone)	Task Name / Description												Phase 4 Sub-total	$ - 0
Start Date:
End Date:	5.1									0.00	$ - 0	$ - 0		$ - 0
	5.2									0.00	$ - 0	$ - 0		$ - 0
	5.3									0.00	$ - 0	$ - 0		$ - 0
	5.4									0.00	$ - 0	$ - 0		$ - 0
	5.5									0.00	$ - 0	$ - 0		$ - 0
	5.6									0.00	$ - 0	$ - 0		$ - 0
	5.7									0.00	$ - 0	$ - 0		$ - 0
	5.8									0.00	$ - 0	$ - 0		$ - 0
	5.9									0.00	$ - 0	$ - 0		$ - 0
Hours		0.00	0.00	0.00	0.00	0.00	0.00	0.00	0.00	0.00	$ - 0	$ - 0	Phase 5 Sub-total	$ - 0
Labor Cost		$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0	$ - 0			Project Total	$ - 0

Ex D - Licensing Model Exhibit D: Licensing Model & Pricing

	Software Solution
Nicolas Olivares: Core services, equipment, licenses, functionality, gateways, server, etc. required to meet RFP requirements.	Capital Expense Items
Nicolas Olivares: Hardware, Software, Licensing etc. Certain items are taxable and other are not.	Labor or Professional Services
Nicolas Olivares: These are typically not taxed, but may be depreciated as a CapEx item.	Annual Recurring Charges
Nicolas Olivares: Also include any recurring Operating Expense Items.	Total
Nicolas Olivares: If element is already included in other rows, type "included" in the grey cells - otherwise do not type in grey cells.	Notes
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	input	Input	Input	Input	$ - 0	input
	By Location (media gateway with local PSTN, ports, stations, headsets, user/device/voicemail licenses)
Nicolas Olivares: Hardware, software, licensing, gateways, etc. that vary based on the number and size of locations.	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input
	Input	Input	Input	Input	$ - 0	input

	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input

Miscellaneous - required but can't be assigned to categories above	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input

Warranty and Maintenance	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
1st Year Maintenance/Warranty	Input	Input	Input	$ - 0	input
2nd Year Maintenance/Warranty	Input	Input	Input	$ - 0	input
3rd Year Maintenance/Warranty	Input	Input	Input	$ - 0	input
4th Year Maintenance/Warranty	Input	Input	Input	$ - 0	input
5th Year Maintenance/Warranty	Input	Input	Input	$ - 0	input

TOTAL	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
Software Solution	Input	Input	Input	$ - 0
Miscellaneous	Input	Input	Input	$ - 0
1st Year Maintenance/Warranty	Input	Input	Input	$ - 0
Sales Tax, Service Fees, Usage Fees, etc.

Millendez, Ryan: Vendor to generate/calculate Pro-Forma invoices to ensure that all costs are disclosed and accounted for.

Nicolas Olivares: Core services, equipment, licenses, functionality, gateways, server, etc. required to meet RFP requirements. Input Nicolas Olivares: Multiply taxable items by the tax rate and enter here.

Nicolas Olivares: Hardware, Software, Licensing etc. Certain items are taxable and other are not. Input Nicolas Olivares: Sales tax on any labor that is "productized" and sold as a part number which would be taxable as reported by the Vendor.

Nicolas Olivares: These are typically not taxed, but may be depreciated as a CapEx item. Input Nicolas Olivares: Sales tax, government fees, usage taxes, Telco surcharges (LNP, USAC, etc.), any other fees that we will be charged on the contract or monthly invoices. Any amounts that are added to the total cost of the solution in addition to straight ARC costs.

Nicolas Olivares: Also include any recurring Operating Expense Items.

Nicolas Olivares: If element is already included in other rows, type "included" in the grey cells - otherwise do not type in grey cells.	$ - 0
	INITIAL PURCHASE PRICE	$ - 0	$ - 0	$ - 0	$ - 0
	TOTAL COST OF OWNERSHIP END OF YEAR 2				$ - 0
	TOTAL COST OF OWNERSHIP END OF YEAR 3				$ - 0
	TOTAL COST OF OWNERSHIP END OF YEAR 4				$ - 0
	TOTAL COST OF OWNERSHIP END OF YEAR 5				$ - 0

Identified Options - Feature/Functionality is available at additional cost and is not included in the base price for the proposed solution.	Capital Expense Items	Labor or Professional Services	Annual Recurring Charges	Total	Notes
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input
Input	Input	Input	Input	$ - 0	input

&"-,Regular"Confidential and Proprietary &"-,Regular"&F - &A &X© &"-,Regular"&P/&N

This sheet should include all costs associated with the implementation and maintenance of the proposed Solution. Please note that instructions and hints are entered as Comments in any cell with a red flag in the top right hand corner.

The pricing worksheet has been provided in Excel format for your convenience. Place costs for all CapEx or Non-Recurring system costs such as hardware, software and licenses in Column B, and all Professional Services, Installation and Labor in Column C. Place costs for all recurring costs (whether billed monthly, annual, or otherwise) under Column D ARC (Annual Recurring Charge). Vendor must calculate any applicable taxes and fees and enter them where indicated on Schedule A. If an area does not apply, please enter: “Included”, “$0”, or “NA” (Not Applicable), depending on the circumstance, in the total area with an explanation in the notes area. If an area is left unfilled, it will be assumed to be $0 (included at no additional cost). In the Notes Column, Vendors should provide explanations for partial compliance. In the Optional Comply section, Vendors should provide costs for Preferred Optional items.

Warranty and Maintenance Section. Denver Water expects vendor to perform minor software release updates of the systems as required for maintenance compliance and as needed to fix bugs and security issues. Vendor should include software bug fixes and minor release updates for the number of years in their proposed warranty or maintenance cost.

Ex E - Solution Reqs

Exhibit E: Solution Requirements - Features and Functionality	Scoring Matrix
Instructions:	Compliance	ERROR:#REF!	Maximum Score Possible	28
Exhibit E Features and Functionality Requirements lists desired features and functionality of the new system. Denver Water seeks to understand which of these features and functions each system can provide. Proposers should provide a breif explanation on each of the requirements if further explanation is needed for a certain response.

Explanation of Compliance Requirements:

• “Mandatory” – Proposer must provide this feature and include it in its base pricing to be compliant, Proposer that can not meet this requirement may be eliminated;

• “Preferred” - highly desired and should be included in Proposer’s base pricing, but a Proposer will not be automatically disqualified for non-compliance if they cannot meet this feature requirement;

• “Optional” – highly desired, but we are not sure what the feature will cost or whether it is within budget - should be priced as an option if it is an optional cost item;

• “Somewhat Preferred” - desired but unlikely to be purchased if it is an extra cost item, we like this functionality and see a long-term benefit, however cost and other considerations may prevent us from implementing at this time.

• “Not Required” - feature is not desired. Vendor may or may not be asked about their compliance.

Compliance Definitions:

* Comply - Feature/Functionality is included in the proposed solution at no additional cost.

* Optional Cost - Feature/Functionality is available at additional cost, and is not included in the base price for the proposed solution. Pricing and explanation is summarized in the Notes column and then priced in the Options section of EXHIBIT E.

* Partial Comply - Feature/Functionality is included in the base pricing provided, and generally (though not exactly) provides the functionality requested. Explanation of deviation from requested description is provided in the Notes column.

* Do Not Comply - Feature/Functionality is not available in the proposed solution, even as an option.

Feature Name

Additional Context or Description

Requirement

Nicolas Olivares: See Explanation of Compliance Requirements at top of spreadsheet.

Compliance

Nicolas Olivares: See Explanation of Compliance Definitions at top of spreadsheet.

Notes/Explanation

Mandatory

Preferred

Optional

Somewhat Preferred

Not Required

Approximate $

Weight (1-10)

Notes

Index

Requirements

Requirement

Compliance

Notes/Explanation

Mandatory

Preferred

Optional

Somewhat Preferred

Not Required

Weight

Mobile Pay Integrations

Ability to pay via mobile payment systems, such as Venmo, PayPal, Apple Pay.

Optional

Input

Notes

Use tokenization and encryption for security.

Optional

Input

Notes

Customer Information Sharing

Share marketing content such as conservation tips, landscaping advice, and rebate programs.

Preferred

Input

Notes

Secure login for customers to access personalized information and services.

Preferred

Input

Notes

Secure storage and sharing of documents like invoices and receipts.

Preferred

Input

Notes

Modern SaaS Structure

Preferred

Input

Notes

API-First Approach

Where appropriate use APIs for real-time data exchange instead of file drops.

Mandatory

Input

Notes

141

Provide clear and comprehensive API documentation for developers.

Mandatory

Input

Notes

Implement OAuth or API keys for secure access.

Mandatory

Input

Notes

API Integration to external payment source

Mandatory

Input

Notes

AI Roadmap

Use AI to detect and prevent fraudulent transactions.

Optional

Input

Notes

Implement AI chatbots for customer support and payment assistance, including multiple language options and accessibility.

Optional

Input

Notes

Use AI to optimize payment routing and reduce false declines.

Optional

Input

Notes

Understand customer payment behavior and trends.

Optional

Input

Notes

Identify and block payment card aggregators.

Optional

Input

Notes

PCI DSS Compliance

Ensure the Solution complies with the latest PCI DSS requirements and all applicable state laws related to the collection, storage, and processing of Personally Identifiable Information (PII) and Personal Information (PI).

Mandatory

Input

Notes

Ensure the solution complies with PCI DSS requirements during account transfer or management activities performed by the Denver Water CSR.

Mandatory

Input

Notes

Vendor shall comply with the Payment Card Industry Data Security Standard (PCI-DSS) at all times and shall be responsible for securing all cardholder data once it leaves Denver Water’s virtual terminals. Vendor acknowledges and accepts full responsibility for the security of any account data that it possesses, stores, processes, or transmits on behalf of Denver Water, as well as any impact it may have on the security of Denver Water’s cardholder data environment. Vendor shall provide Denver Water with a signed Attestation of Compliance (AOC) on an annual basis, certifying its adherence to PCI-DSS requirements and affirming its ongoing responsibility for safeguarding cardholder data. Failure to maintain compliance or provide the required AOC may be considered a material breach of this Agreement.

Mandatory

Input

Notes

User Experience

Ensure the payment portal is easy to use and mobile-friendly.

Mandatory

Input

Notes

Optimize the checkout process to be quick and seamless.

Mandatory

Input

Notes

Provide clear error messages and support options.

Mandatory

Input

Notes

Ability to store wallet information, e.g. credit/debit cards, ACH, ATM.

Mandatory

Input

Notes

Multiple language options and accessibility.

Mandatory

Input

Notes

Automation

Implement electronic invoicing to streamline billing.

Preferred

Input

Notes

Use automation to handle routine tasks and reduce manual intervention.

Preferred

Input

Notes

Overpayment Alerts, e.g. validation for large transaction amount.

Mandatory

Input

Notes

Provide real-time notifications and reminders for payments.

Preferred

Input

Notes

Property Managers, Landlord/Tenant, and Third-Party Utility Billers

Offer tools for managing multiple properties and tenants, including automated billing and account maintenance tracking for move in/outs.

Mandatory

Input

Notes

Integrate with existing property management software.

Preferred

Input

Notes

Builders/Developers Purchase New Water Taps from Denver Water

Eliminate the need for paper tap applications and simplify the process of setting up new water service connections with clear instructions for completing necessary paperwork.

Optional

Input

Notes

Facilitate online invoicing and payment of new water tap fees and other related costs via ACH and credit card.

Preferred

Input

Notes

Allow builders to track their new water tap application status and receive notifications about required information.

Optional

Input

Notes

Other Payments

Ability to support acceptance of non-water payments billed. Examples would include Plan Review Fees, cabin rental, supplier refunds, etc.

Preferred

Input

Notes

Ability to integrate with Oracle JD Edwards Enterprise One Version 9.2 and Oracle Customer Care and Billing (CC&B) version 9.1.

Mandatory

Input

Notes

Cash Payment Options

Ability to support retail cash payments

Preferred

Input

Notes

Availability of Payment Options

One-time guest pay

Mandatory

Input

Notes

Recommendations on how to promote low-cost payment options, e.g. ACH.

Preferred

Input

Notes

Management of Customer Self Service Portal

Ability to control customer paid fees, for example credit card transaction fees.

Mandatory

Input

Notes

One-Time Payment

Support one-time payment administration.

Mandatory

Input

Notes

Auto-populate select fields from the customer billing system (excluding account number or customer ID).

Mandatory

Input

Notes

Support payment via credit/debit card or ACH, and prevent submission of payment until all required firlds are completed.

Mandatory

Input

Notes

Allow entry of payment date, payment type, and fee amount.

Mandatory

Input

Notes

Allow adding a new credit/debit card or ACH account.

Mandatory

Input

Notes

Display the customer’s Turn Off status (Y or N).

Mandatory

Input

Notes

Support copying the billing address to the mailing address field.

Mandatory

Input

Notes

Generate a detailed payment confirmation with:

Mandatory

Input

Notes

a. Confirmation number

Mandatory

Input

Notes

b. Payment date

Mandatory

Input

Notes

c. Payment method (with card type and last 4 digits)

Mandatory

Input

Notes

d. Payment amount, fee amount, and total amount

Mandatory

Input

Notes

e. Option to make another payment for the same customer

Mandatory

Input

Notes

Verifying Payments

The system must allow administrators to search for payments using:

Input

Notes

Account number

Mandatory

Input

Notes

Customer ID

Mandatory

Input

Notes

Card or bank account used

Mandatory

Input

Notes

Payment amount

Mandatory

Input

Notes

Confirmation number

Mandatory

Input

Notes

Email address

Mandatory

Input

Notes

Date

Mandatory

Input

Notes

Customer name or phone number

Mandatory

Input

Notes

Autopay or Pay-by-text Plan ID

Mandatory

Input

Notes

Display pending payments and their statuses.

Mandatory

Input

Display reasoning for declined payment

Mandatory

Input

Notes

Display full payment history for each account.

Mandatory

Input

Notes

Void Payments

Allow authorized representatives to void or cancel payments that are still pending, including those made the same day but not yet processed.

Mandatory

Input

Notes

Allow voiding of future-dated payments.

Mandatory

Input

Notes

Provide a confirmation message for successfully voided payments.

Mandatory

Input

Notes

Blocked Checking Accounts

Block checking accounts from further payment attempts after three failed or stopped transactions (unless due to a fatal return).

Mandatory

Input

Notes

Allow supervisors to remove blocks immediately upon request completion.

Mandatory

Input

Notes

Autopay

Allow Customer Care Specialists to disable autopay plans.

Mandatory

Input

Notes

Allow Customer Care Specialists to create or modify autopay plans (PCI compliance).

Mandatory

Input

Notes

Representatives must be able to search, view, and disable autopay plans only.

Mandatory

Input

Notes

The “Submit Plan” option must be disabled for representatives.

Mandatory

Input

Notes

The system must automatically send notifications when:

Input

Notes

A bill is generated and an autopay is scheduled (confirmation number provided)

Mandatory

Input

Notes

An autopay fails (e.g., due to expired card)

Mandatory

Input

Notes

A customer’s card is about to expire

Mandatory

Input

Notes

An autopay plan is canceled or a payment fails (with clear and concise directions on how to remedy).

Mandatory

Input

Notes

Compliance-related notifications must be mandatory and cannot be turned off.

Mandatory

Input

Notes

Ability to detect and manage aggregator card payments, if applicable.

Preferred

Input

Notes

Ability for budget billing and for customers to select their payment date

Preferred

Input

Notes

Ability for customers to customize autopay plans including split payment across multiple users and on a percentage basis.

Preferred

Input

Notes

Communication to Customers

Ability to brand all communications being sent out to Denver Water customers.

Mandatory

Input

Notes

Pay By Text (PBT)

Allow customers to setup/edit/cancel by text.

Preferred

Input

Notes

Allow customers to enroll, manage, and receive confirmation via SMS or other notification methods.

Preferred

Input

Notes

Ability for an easy and intuitive process for changing payment methods.

Preferred

Input

Notes

Provide the customer with information about how the PBT plan works, instructions on how to process payments via PBT, and SMS messaging needs to be clerly branded and comprehensive.

Mandatory

Input

Notes

PBT for multiple users

Preferred

Input

Notes

Payment History Retention

Store and provide access to at least two years of historical payment data.

Preferred

Input

Notes

Stored data must be available for reporting, auditing, and customer service purposes.

Mandatory

Input

Notes

Velocity Controls

Ability to detect fraud prevention while allowing customers to make multiple payments using the same credit/debit card.

Mandatory

Input

Notes

No venlocity controls imposed at the account level.

Mandatory

Input

Notes

No velocity controls should apply to ACH payments.

Mandatory

Input

Notes

Payment Limits

Restrict single credit or ATM/debit card payments to a maximum to be determined by department

Mandatory

Input

Notes

For bills exceeding this amount, customers must be allowed to either pay by ACH or split the total into two separate credit card payments. (Upper limits are as follows: ACH at $999,999.99 and Credit Card at $99,999.99.)

Mandatory

Input

Notes

Customer Self Service Portal: Billing and Payments

Pay monthly bills

Mandatory

Input

Notes

Mandatory

Input

Notes

Access billing and payment history

Mandatory

Input

Notes

Download bills nad payment histrou as a PDF or CSV file

Mandatory

Input

Notes

Manage payment options, including adding payment info to digital wallet

Mandatory

Input

Notes

Customer Self Service Portal: Account and Profile Management

Manage profile and contact information

Mandatory

Input

Notes

Add or close online access accounts

Mandatory

Input

Notes

Support managing multiple accounts under a single sign-in

Mandatory

Input

Notes

Add unlimited properties/accounts to customer profile

Mandatory

Input

Notes

Customer Self Service Portal: Usage Information

Review water consumption and download reports as a PDF or CSV file

Mandatory

Input

Notes

Customer Self Service Portal: Support and Resources

FAQs

Mandatory

Input

Notes

Link customers back to the Denver Water website

Mandatory

Input

Notes

Customer Self Service Portal

Facilitate billing and account management with automated reminders and online payment options.

Mandatory

Input

Notes

Support structured payment plans for accounts in arrears.

Mandatory

Input

Notes

Provide clear communication channels for dispute resolution and access to payment history.

Mandatory

Input

Notes

Multi-tenancy to serve multiple customers from a single instance.

Mandatory

Input

Notes

Encourage Self-Service

Increase Autopay, and eBill Adoption.

Preferred

Input

Notes

Create customer self-service first mindset, reduce phone calls and eliminate payment card information handling by the Customer Care Representatives in the Contact Center by using a PCI compliant payment IVR integrated with the voice channel or other similar solutions.

Preferred

Input

Notes

Reduce the number of steps for digital self-service

Mandatory

Input

Notes

a. Reminders with a push notification via email or text with a personalize link that goes to a payment screen

Preferred

Input

Notes

b. Pre-populating data like payment amount or recently used payment type

Mandatory

Input

Notes

Ex F - Cloud Sec Reqs Item# D. Requirements for Cloud Service Providers and SaaS vendors

	COMPONENTS	YES/NO	VENDOR COMMENTS
D-1	GENERAL REQUIREMENTS
D-1.1	Customer support can be reached 24/7. Incident response time is two hours or less.
D-1.2	Service Level Agreement (SLA) for uptime should be 99.9 percent or higher (translates to almost nine hours per year downtime or lower).
D-1.3	Scheduled maintenance times must be notified.
D-1.4	Denver Water data must be stored and processed in a U.S. cloud region of the Cloud Service Provider. The Cloud Service Provider will host Denver Water data in a cloud tenant environment that has been assessed and authorized by the Federal Risk and Authorization Management Program (FedRAMP) for level 1 impact or higher, or in compliance with the ISO/IEC 27017 and ISO/IEC 27018 standards if it includes Denver Water personally identifiable information (PII). If the Cloud Service Provider does not meet this requirement, compliance with other security standards and frameworks such as ISO 27001, SOC 2 Report, NIST CSF, PCI DSS, CSA STAR LEVEL 2 or 3 may be considered as acceptable substitutes.
D-1.5	Cloud application is compliant with ADA Standards for Accessible Design
D-1.6	Cloud Provider must have, and upon request by Denver Water shall provide a copy of its Information Security policies that cover the following elements:
D-1.6.1	i. Incident Response
D-1.6.2	ii. Data classification and privacy
D-1.6.3	iii. Security training and awareness
D-1.6.4	iv. System administration, patching and configuration
D-1.6.5	v. Workstation management, mobile devices and malware
D-1.6.6	vi. Backups, disaster recovery and business continuity
D-1.6.7	vii. Regular audits and security testing
D-1.6.8	viii. Requirements for third-party business partners and contractors
D-1.6.9	ix. Compliance with information security or privacy laws, regulations or standards
D-2	ENCRYPTION REQUIREMENTS
D-2.1	Application is available through HTTPS protocol only.
D-2.2	For HTTP and other protocols that use SSL/TLS, the system requires to use the Transport Layer Security ("TLS") 1.2 or later protocol with 128-bit or larger key size, and to make previous protocols and smaller keys unavailable.
D-2.3	Data in transit and file uploads or transfers must be secure with non-proprietary encryption protocols.
D-2.4	For data in transit, the providers must use SSL/TLS certificate from a well-known public Certificate Authority.
D-2.5	Data at rest must also be encrypted using non-proprietary encryption algorithms.
D-2.6	Encryption algorithms and key lengths consistent with the most recent NIST guidelines.
D-3	AUTHORIZATION, AUTHENTICATION AND ACCOUNTABILITY REQUIREMENTS
D-3.1	Support Security Assertion Markup Language 2.0 (SAML) protocol for single-sign-on authentication and authorization.
D-3.2	Provide single-sign-on (SSO) authentication utilizing Denver Water identity management infrastructure.
D-3.3	Support two-factor authentication.
D-3.4	Authorization checks must verify the user has appropriate role to perform the requested action. User roles will determine what functionality is available. Accessibility of the data will also be driven by these roles.
D-3.5	Audit log must be produced for user authentication, authorization, modification of content. All attempts violations of the application security must generate an audit log. Audit logs must be secured against unauthorized access or modification. The application must generate logs for the purposes of accountability and privacy, not just debugging and troubleshooting.
D-4	DATA SEGREGATION
D-4.1	Denver Water data must be logically separated such that other cloud tenants cannot see our data.
D-5	DATA RECOVERY
D-5.1	Cloud provider must provide backup and archival of Denver Water data. Backup data must be available at least six months from the backup date.
D-5.2	Cloud provider must have a disaster recovery plan with maximum downtime limits and the plan has been tested.
D-6	DATA DESTRUCTION
D-6.1	Cloud Provider will issue a written confirmation that all sensitive data has been destroyed or will be otherwise protected until such time has no longer needed. An example is backup data beyond our retention period.
D-7	DATA BREACH NOTIFICATION
D-7.1	Cloud Provider will provide breach notification to Denver Water Information Security Director by email to security@denverwater.org within 24 hours in the event of a confirmed breach in the security of their environment resulting in unauthorized or unintentional disclosure of Denver Water data including but not limited to Personal Information (PI), Personally Identifiable Information (PII) and/or ePHI (Electronic Protected Health Information)
D-8
D-9
D-10
D-11
D-12
D-13
D-14

File details come from the government source that posted it. Updated Sep 22, 2025.