8-SLCI26082 - Amended 2.docx

Salt Lake City Corporation Request for Proposals, RFP No. SLCI26082 Citywide Cashiering and Point of Sale Solution Department of Finance

I. REQUEST FOR PROPOSALS (RFP) OVERVIEW

Issued By: Salt Lake City Corporation, Purchasing Division Salt Lake City Corporation (the "City") is soliciting competitive sealed proposals from qualified offerors to provide a citywide cashiering and point of sale solution (excluding the Department of Airports and the Department of Public Utilities).

The City’s procurement processes, including this competitive solicitation, are governed by Salt Lake City Code Chapter 3.24 and Salt Lake City Administrative Rules for Procurement Article 53-1A.

Issue Date: Date stated in U3P posting

Question Due Date: Date stated in U3P posting

Close Date: Date stated in U3P posting Purpose of this Solicitation The City is soliciting proposals from qualified and experienced offerors (“Offeror” or “Offerors”) to provide a comprehensive, city-wide cashiering and point-of-sale (“POS”) solution (“Solution”). The intent of this RFP is to competitively select an Offeror to enter into a contract with City to delivering a secure, scalable, and fully integrated Solution that improves operational efficiency, supports multiple payment channels, and integrates with the City’s Workday financial management system.

The City anticipates an estimated transaction count of 205,000 and approximately $160 million collected during the term of this Agreement. The Treasurer’s Office has averaged 163,588 transactions annually between 2023-2025 with an average annual dollar amount of $150,658,468. 2026 volume is estimated to be 158,172 transactions totaling $151,147,788. We anticipate these annual volumes to continue through the term of this agreement.

The City is currently utilizing multiple cashiering and POS systems, including but not limited to Teller, TMS Cash Register, Online Cash Receipt, OpenCounter, LightSpeed, ActiveNet, PayPal, Blinkay, Passport Labs, and Square, and operates under the State of Utah statewide cooperative contract with Chase Paymentech for merchant services. The City also maintains several subsystems that are not traditional POS platforms but require integration into a consolidated cashiering and POS solution.

The selected Offeror will be responsible for providing a modern Solution capable of supporting in-person and offsite in person payments through a retailer or self-serve kiosk in addition to online payments across multiple locations. The Solution must support the City’s accepted payment types, including cash, check, credit and debit cards, ACH, E-checks, online payments, IVR payments, kiosk payments, various retail locations payments, mobile wallets, and meet applicable security, compliance, and operational requirements as outlined in this RFP. The Solution must also support the ability to record and reconcile transactions originating from external systems that may not be directly integrated.

It is anticipated that this RFP will result in a single contract award to the responsive and responsible Offeror with the highest score justified by the procurement code.

Term The contract resulting from this RFP will expire on June 30, 2031. City may extend this agreement in its sole discretion for one (1) three (3) year option.

RFP Contents RFP document (this document) Attachment 1: Sample Agreement Attachment 2: Introduction and Background Attachment 3: Scope of Work Attachment 4: Technical Architecture and IMS Requirements Attachment 5: Cost Sheet Attachment 6: Score Sheet Attachment 7: System Diagram All proposals submitted in response to this RFP MUST be submitted electronically through the Utah Public Procurement Place (U3P) website as detailed in Section III, Proposal Submission, below.

Proposal Submission Deadline: The deadline is the date and time listed in U3P. The upload of all proposal documents MUST be fully complete by the date and time deadline or the proposal will not be accepted.

NO LATE PROPOSALS WILL BE ACCEPTED.

II. GENERAL INFORMATION

a. Sample Agreement. Any contract resulting from this RFP will include, but not be limited to, the Sample Agreement (Attachment 1). Exceptions and/or additions to the Sample Agreement are strongly discouraged. For more information regarding exceptions, please see Section III, Proposal Submission, below.

b. Insurance Requirements. Offerors should review the required insurance coverage and notice of policy cancellation requirements that will be part of the resulting contract(s). Such insurance information is provided under Paragraph 5 of the Sample Agreement (Attachment 1). Proposed pricing must include associated insurance costs. The selected Offeror will be required to provide insurance certificates meeting all requirements at the time of notification of conditional selection.

For insurance policies listed in Paragraph 5 that require Offeror to include Salt Lake City Corporation as an additional insured, you will be required to have the policy endorsed to provide either 30-days “Notice of Cancellation to a Third Party” or 30-days “Notice of Material Change to a Third Party.” A copy of the endorsement must be provided with the Certificate of Insurance. (Note: Either endorsement may be conditioned to allow 10-days notice if the reason for the cancellation is non-payment of premiums).

c. The selected Offeror must be registered with the following websites prior to signing the Agreement.

i. Business Registration with the State of Utah: www.corporations.utah.gov

ii. System for Award Management: Sam.gov

iii. E-Verify: https://www.e-verify.gov/e-verify-employer-search

d. Offerors or their agents are instructed not to contact selection committee members, City officials or employees, or attempt to externally manipulate or influence the procurement process in any way, other than through the instructions contained herein, from the date of release of this RFP to the date of execution of the Agreement resulting from this solicitation. City, in its sole discretion, may disqualify Offerors who violate this paragraph.

e. Offerors or their agents are instructed not to submit any gifts or promotional items with Offeror’s proposal. City employees are not allowed to accept such items regardless of their value.

f. Cost of Developing Proposals. All costs related to the preparation of the proposals and any related activities are the sole responsibility of the Offeror. The City assumes no liability for any costs incurred by Offerors throughout the entire selection process.

g. Interviews. City may establish a date and time for interviews or presentations and shall notify eligible Offerors of such date and time. Offerors invited to interviews or presentations shall be limited to those Offerors meeting the minimum requirements and minimum technical score threshold specified in the RFP. Representations made by an Offeror during interviews or presentations shall become an addendum to the Offeror's proposal and shall be documented. Representations must be consistent with the Offeror's original proposal and may only be used for purposes of clarifying or filling in gaps in the Offeror's proposal. Interviews and presentations will be at the Offeror's expense.

h. Proposal Ownership. All proposals, including attachments, supplementary materials, addenda, etc., shall become the property of the City and will not be returned to the Offeror.

i. No proposal shall be accepted from, or contract awarded to, any person, firm or corporation that is in arrears to the City upon a debt or contract or that is in default, as surety or otherwise, upon any obligation to the City, or that may be deemed irresponsible or unreliable by the City. Offerors may be required to submit satisfactory evidence that they have the necessary financial resources to perform and complete the work outlined in this RFP.

j. Proposal Submission.

Subject to any exceptions Offeror identifies pursuant to subparagraph III(2)(c), Offeror’s submission of a proposal or other offer or submission constitutes the Offeror's agreement to all of the terms, conditions and provisions of the proposal package, or other solicitation documents. By the submission of proposal or other offer or submission, the Offeror represents that the matters stated in such proposal, offer, or submission are true and correct. By submitting a proposal, offer, or submission; Offeror also acknowledges that the Offeror is willing to enter into the agreement if awarded the contract.

By submitting this proposal, the Offeror does hereby offer to perform such services on behalf of the City in the manner described and subject to the terms and conditions set forth in the attached proposal. Services will be performed at the rates set forth in said proposal.

By submitting this proposal, Offeror acknowledges that it has viewed all materials published on U3P, including any addenda to this RFP.

k. The City reserves the right to reject any or all proposals received. Furthermore, the City shall have the right to waive any informality or technical defect in proposals received when in the best interest of the City.

III. PROPOSAL SUBMISSION

a. U3P Registration and Submission

i. Registration

Registration is required for electronic submission. It is the Offeror’s responsibility to register for notification to receive any changes, corrections, question/answer documents, and addendums issued for RFP documents.

Offeror must complete a one-time registration by providing their company information through Bonfire. Click this link and select “Register” to complete the registration process.

Once registered the Offeror may go to this link: Utah Public Procurement Place (U3P), to search and select any RFP project listed, log-in, download the project documents, ask questions, confirm an intent to respond, and respond to solicitations published there. Failure to register and log-in with an intent to respond to a RFP constitutes an automatic waiver of Offeror’s right to receive a direct notification of any changes, corrections or addenda for a RFP.

ii. Submission

ELECTRONIC SUBMISSION REQUIRED. THERE IS NO OPTION TO SUBMIT A PAPER RESPONSE.

All proposals submitted in response to this RFP MUST be submitted electronically and MUST be submitted through the U3P website. The deadline for submission stated is a hard deadline. If a proposal response is not fully and completely uploaded at the stated date and time, the proposal will not be accepted by the U3P website and will not be considered.

Deadline for submission: The deadline for complete proposal submission, including all uploads is listed in U3P.

Responses through the U3P website require uploading of electronic attachments. The U3P site will accept a variety of document types, including but not limited to Word, Excel, and PDF attachments, but not all document types are necessarily compatible with the U3P website. You MAY NOT submit documents that are embedded (zip files), movies, wmp, mp3 or mp4 files or password protected files, etc. Such actions may cause your response to be deemed as “non-responsive”.

After uploading your response file, Offerors MUST go to “Submit and Finalize”and click “SUBMIT & FINALIZE MY SUBMISSION” to complete the process.

Please allow sufficient time to complete initial registration, including any online forms, and to upload documents. The solicitation will end at the closing time published. If you are in the middle of uploading your documents at the closing time, the system will stop the process and your response will not be received by the system. It is recommended that the submission process be completed the day prior to the due date, with the understanding that any subsequent changes/updates to that initial submission will still be accepted up to the due date and time for complete proposal submission.

b. Proposal Content

Upload cover sheet, response document, and attachments as described below to the U3P website. Your proposal must be uploaded and the electronic submission completed by the time and date specified. Other uploaded documents such as an exceptions document, declarations of confidentiality, or other reference documents related to the primary response criteria are allowed but should be minimal. Do not include links to Offeror’s website in Offeror’s response.

DO NOT submit all pages of this RFP document with response. Include only the response sections described below:

i. Cover Sheet including the following information:

Company Name: ________________________________________________ Doing business as: [ ] an individual [ ] a partnership [ ] a corporation [ ] a limited liability company (mark appropriate box), duly organized under the laws of the State of _________________.

Name of Authorized Representative:

PRINCIPAL OFFICE ADDRESS:

Telephone:

Email Address:

Indicate if Offeror is registered with the following websites State of Utah Department of Commerce business search, Sam.gov, and E-Verify as further described in Section II.c above.

ii. Minimum Mandatory Requirements and Technical Response

When preparing proposals, Offeror shall reply to each of the minimum mandatory requirements and technical scoreable criteria in the order listed. Restate each numbered point listed below followed by Offeror’s response in full, narrative sentences and provide any requested materials.

c. Exceptions

i. Exceptions and/or additions to the Sample Agreement (Attachment 1) are strongly discouraged.

Any exceptions submitted or required acceptance of an Offeror’s terms and conditions may render the submission as non-responsive to the requirements listed. The City shall be the sole determiner of the acceptability of any exception. Exceptions shall be considered in the evaluation and the award processes.

The City may refuse to negotiate exceptions and/or additions that are determined to be excessive; that are inconsistent with similar contracts of the procurement unit; to warranties, insurance, or indemnification provisions that are necessary to protect the procurement unit after consultation with the City Attorney's Office or other applicable legal counsel; where the solicitation specifically prohibits exceptions and/or additions; or that are not in the best interest of the procurement unit.

An award resulting from this RFP is subject to successful contract terms and conditions negotiation (if required). The City may reject a proposal if execution of the Agreement by the Offeror is unduly delayed. In a multiple award, the City reserves the right to negotiate exceptions and/or additions to terms and conditions in a manner resulting in expeditious resolutions. Contracts may be executed and become effective as negotiations are completed.

ii. Offeror must provide the City’s Sample Agreement for this solicitation in Microsoft Word format with redline edits along with Offeror’s proposal as a separate and distinct document and clearly marked “Exceptions or Additions to RFP documents”. Additional terms or documents must be submitted in separate Microsoft Word documents. Offeror must also provide the name, contact information, and access to the person(s) that will be directly involved in legal negotiations.

Exceptions and/or additions submitted after the date and time deadline for receipt of proposals will not be considered.

Offerors may not submit requests for exceptions and/or additions by reference to an Offeror's website or URL. URLs provided with a proposal may result in that proposal being rejected as non-responsive.

d. Confidentiality If applicable to Offeror’s proposal submit the following:

i. A written claim of business confidentiality accompanied by a concise written statement of reasons supporting the claim of business confidentiality. Blanket claims that the entire RFP is confidential will be denied and the proposal may be considered non-responsive. (Please use the form provided with this RFP).

ii. One redacted version of the proposal for public release, with all protected business confidential information either blacked-out or removed, clearly marked as “Redacted Version”.

iii. One non-redacted version for evaluation purposes clearly marked as “Protected Business Confidential Information Included Within”.

All three of the foregoing items must be submitted concurrently with the records (with the initial proposal submission and with any other records submitted by Offeror during the evaluation process).

All responses, inquiries, and correspondence relating to this RFP and all reports, charts, displays, schedules, exhibits, and other documentation produced by the Offeror that are submitted to the City, as part of the proposal or otherwise, shall become the property of the City when received by the City and may be considered public information under applicable law. The City is subject to the disclosure requirements of the Government Records Access and Management Act, Title 63G, Chapter 2, Utah Code Annotated (GRAMA). The City generally considers proposals and all accompanying material to be public and subject to disclosure.

The City cannot guarantee that any information will be held confidential. If the Offeror makes a claim of business confidentiality, the City, upon receipt of a request for disclosure, will determine whether the material should be classified as public or nonpublic, and will notify the offeror of such determination. The Offeror is entitled under GRAMA to appeal an adverse determination. The City is not obligated to notify the Offeror of a request to see the Offeror’s proposal, and will not consider a claim of confidentiality, unless the Offeror's claim of confidentiality is made at the time of proposal submission in accordance with GRAMA.

e. Cost Proposal

Offeror must upload a completed cost proposal form through U3P. If an Offeror fails to upload a completed cost proposal form, then its proposal will be considered non-responsive and the proposal will be rejected.

Failure to submit cost or pricing data separately may result in Offeror’s proposal being judged as non-responsive and ineligible for contract award.

Offerors must not include costs or pricing data in their responses to the mandatory minimum requirements and the technical response.

VI. QUESTIONS AND CLARIFICATION

If Offerors have questions, need clarification of provisions, or think the City has omitted anything from this RFP which is necessary to a clear understanding of the work, or should it appear that various instructions are in conflict, then the Offeror shall submit questions online through the U3P website prior to the questions due date and time listed in U3P.

No interpretation of the meaning of any provision in this RFP, nor correction of any apparent ambiguity, inconsistency, error, or any other matter pertaining to this RFP shall be made to the Offeror orally. All questions requesting clarification or interpretation of any section or sections of this RFP must be submitted online through the solicitation on the U3P website prior to the date and time listed in U3P.

Questions received after the question submission date identified above may not be considered nor receive a response. If questions prompt the need for changes to the RFP document(s), the City will issue a written addendum. Any Q & A information and/or written addendums issued by the City shall be available for interested Offerors to view or download through the U3P website within a reasonable period of time following the above referenced deadline.

VII. PROPOSAL CONTENT

When preparing proposals, Offeror shall reply to each of the following minimum mandatory requirements and technical scoreable criteria in the order listed. Restate each numbered point listed below followed by Offeror’s response in full, narrative sentences and provide any requested materials. The score sheet has been attached to this RFP as Attachment 6: Score Sheet. The score sheet states the relative weight that will be given to each technical scoreable criteria.

a. Minimum Mandatory Requirements

Offerors must demonstrate the ability to meet or exceed the mandatory minimum requirements outlined below by providing a narrative point by point response, in the order listed, to each requirement.

The following mandatory minimum requirements must be met in order for a proposal to be considered responsive:

i. City Ethics Requirement. Offeror must include the following two paragraphs in Offeror’s proposal including Offeror’s own written acknowledgement that Offeror has read the first two paragraphs and agrees to comply with the terms thereof. Failure to do so will result in disqualification of Offeror.

Representation regarding ethical standards for city officers and employees and former city officers and employees. The offeror represents that it has not: (1) provided an illegal gift or payoff to a City officer or employee or former City officer or employee, or his or her relative or business entity; (2) retained any person to solicit or secure this contract upon an agreement or understanding for a commission, percentage, or brokerage or contingent fee, other than bona fide employees or bona fide commercial selling agencies for the purpose of securing business; (3) knowingly breached any of the ethical standards set forth in the City's conflict of interest ordinance, Chapter 2.44, Salt Lake City Code; or (4) knowingly influenced, and hereby promises that it will not knowingly influence, a City officer or employee or former City officer or employee to breach any of the ethical standards set forth in the City's conflict of interest ordinance, Chapter 2.44, Salt Lake City Code.

It is the City’s policy that City employees are prohibited from personally accepting gifts, incentives, or marketing or promotional items from suppliers and that suppliers shall not offer such items to City employees. Such offers from suppliers are inappropriate and may result in suspension or debarment of the supplier from the City's procurement processes.

ii. Offeror certifies that Offeror’s proposed Solution is a SaaS solution. Offeror certifies that Offeror’s proposed Solution is hosted by Offeror or Offeror provides hosting through an external party.

iii. Offeror certifies that Offeror’s proposed Solution can apply and collect a credit card surcharge on behalf of the City as further described in the City’s Consolidated Fee Schedule.

iv. Offeror certifies that Offeror has experience implementing a successful solution to an entity with multiple transactions from different divisions with separate POS systems and equipment.

v. Offeror certifies that Offeror’s proposed Solution integrates with City’s existing merchant services provider (Chase Paymentech).

vi. Offeror shall upload all required attachments:

1. Attachment 8 - RFP Response

2. Attachment 9 - Technical Architecture and IMS Requirements

3. Attachment 10 - Cost Sheet

4. Attachment 11 - SOC 2 Report

5. Attachment 12 - PCI Audit Report

6. Attachment 13 - Architecture diagrams, PCI scope diagrams, integration diagrams, shared responsibility matrix, logical and physical network diagrams as further described in Attachment 4 - Technical Architecture and IMS Requirements.

7. Attachment 14 - Test Scripts

8. Attachment 15 - Training Course Lists

9. Attachment 16 - Training Guides

10. Attachment 17 - Sample Invoices and Billing Statements

11. Attachment 18 – Service Level Agreement

vii. Offeror shall indicate if Offeror and/or Offeror’s subcontractor(s) will be using or offering GenAI technology, model(s), service(s), or system(s)s.

1. If yes, provide the following information below details regarding the GenAI system(s). Failure to provide details regarding the GenAI system(s) may result in disqualification.

a. GenAI Model Name (including LLM Version, all model names/owners for the solution or offering)

b. Applications/Product Owner (GenAI powered or driven)

c. Product Description

d. Use Case(s)

e. Intended Information Domain

f. Update procedure

g. Bias Detection: Explain any measures or safeguards implemented to ensure the GenAI system is not adversely affecting decisions that materially impact access to, or approval for, housing or accommodations, education, employment, credit, health care, and criminal justice.

All of the items described in this section are non-negotiable.

b. Technical Scorable Criteria

i. Qualifications, Financial Strength, Company Structure, and Customer Base

1. Qualifications

a. A statement of Offeror’s experience and qualifications to meet the requirements of the City as outlined herein. Include a general overview and history of your company, number of years in business, number of employees, corporate headquarters location, type of business, names of the firm’s chief officers (include an organizational chart if possible), and where you do business. Offerors may include an annual report or statement of finances, if available, but it shall not substitute for the written narrative requested for this item.

b. Detail Offeror’s experience in providing the services requested herein for three (3) similar customers of similar size that demonstrate successful implementation and operation of enterprise-wide cashiering systems with environments comparable in scale, transaction volume, and operational complexity to Salt Lake City.

Case studies should be a “walk-through” from start to finish of a successful governmental or an entity implementation with similar complexity to the City. Please include at least two major issues or roadblocks encountered during the implementation and how they were successfully resolved for each case study.

Case studies must be verifiable, recent, and directly relevant, and represent implementation completed within the past three (3) years.

For each case study submitted, provide a structured implementation and performance summary, including:

1. Implementation Timeline including the following:

a. Project Start Date

b. Design phase duration

c. Configuration/Integration duration

d. Testing duration (Was it limited by type, quantity of transactions, scope, or timeline?)

e. Description of User Acceptance Testing (UAT), including scope, duration, and number of test cycles executed.

f. Training duration

g. Go-live date

h. Deployment model (phased, single, parallel)

i. Total implementation length

2. Outcomes and Performance Metrics including the following:

a. Operational improvements achieved

b. Financial control improvements

c. Audit and compliance including PCI DSS, NACHA, and internal control improvements

d. Measurable benefits (time savings, cost reductions, error reduction, etc.)

3. Post-Implementation Support Experience

a. Issue resolution performance

b. Change management support

c. System stability and performance during the first 6–12 months post go-live

c. References

Provide a minimum of three (3) client references, including:

a. At least three (3) references from a government entity or an entity with similar complexity to the City currently using Workday Financial Management in a production environment.

b. References must represent current production customers (no pilots, demonstrations, or pre-production deployments)

c. All references must be verifiable, recent, and directly relevant, and represent implementation completed within the past three (3) years.

d. Each reference submission should include:

i. Organization Name

ii. Primary Contact Name

iii. Title

iv. Email Address

v. Phone Number

vi. Scope of deployment

By providing such references you agree that neither the City nor the clients referenced shall have any liability regarding the provision of such references or the City’s use of such references in making selections under this RFP.

d. Certifications, Partnerships, and Accreditations

Provide documentation of applicable certifications, partnerships, and accreditations including, but not limited to:

1. PCI DSS compliance

2. Security certifications

3. Cloud provider certifications

4. Payment processor partnerships (merchant partnerships)

5. ERP or financial systems

6. Government procurement

7. SOC 1 and/or SOC 2 certifications (if applicable)

8. Data security and privacy certifications

2. Financial Strength

a. What is Offeror’s total annual revenue for the last fiscal year? What is the percentage of revenue growth or decline from the last three years?

b. Describe all merger and acquisition activity (whether you are the acquiring or acquired company) over the last three years and any planned activity (as much as can be disclosed).

c. Please indicate if Offeror has been part of any active or inactive lawsuits / litigation over the last three years.

d. Please disclose any bankruptcy, or insolvency proceedings (past or pending).

3. Company Structure

a. What is the total number of employees within your organization? Please provide the breakdown of employees between Implementation Services, Customer Support, Sales, and Research and Development. Within Implementation Services, please also provide a breakdown of the total employees by project management, functional consultants, technical consultants, and training resources.

b. What is your firm’s turnover percentage (# of people who left the department / average count of employees over that period of time) within the Implementation Services staff, Customer Support staff, and Research and Development staff over the past 24 months?

4. Customer Base

Describe experience delivering cashiering, payment, and financial transaction systems within government or municipal environments that are large-scale and are as operationally complex and in similar scope to Salt Lake City. Include the following information:

a. Number of government clients currently in production

b. Number of all clients currently in production

c. Number of new client implementations within the past twenty-four months not including client upgrades of the same solution.

d. Retention of clients (percentage or length of average client)

e. Types of government entities served (city, county, state, special district, etc.)

f. Description of public-sector operational environments supported (i.e. experience must include environments with multi-department operations, multi-location operations, public-facing payment services, and audit/compliance obligations.)

g. Organizations served with population comparable to Salt Lake City.

h. High transaction volume environments (greater than 1,000 transactions per day)

i. Complex fund structures and accounting requirements

j. Multiple merchant accounts and payment channels

k. Payment kiosks in multiple geographical locations

ii. Implementation Team and Staffing Plan

1. Identify proposed staff members who would be involved in providing the services requested herein and submit statements or resumes detailing their qualifications including any public sector experience. The proposal should include information on levels of training received by each staff member and detailed descriptions of the number of years of experience each staff member has implementing the proposed solution. The proposed staff members should include but not be limited to the following positions:

a. Project manager

b. Technical lead

c. Integration lead

d. Data Migration lead

e. Security/Compliance lead

f. Training and change management lead

g. Support lead

2. Provide a staffing worksheet that will identify the resources assigned to the project, their level of participation (FTE %), and have this participation represented monthly throughout the major stages of the project. Please indicate the expected split of on-site vs. remote time per resource. Also, indicate if any resources listed are third-party resources.

3. If applicable, identify any of the work that you intend to subcontract to others including, but not limited to the following:

a. Payment processors

b. Hosting providers

c. Implementation partners

d. Integration vendors

e. Support service

For each, please provide a description of name, role, relationship, and responsibility scope.

iii. Proposed Solution Description

1. Provide a high-level narrative of the key functionalities and differentiators of the proposed Solution. Highlight the Solution’s ability to meet the specific objectives of the City. In addition to the specific service proposals specified above, identify and/or recommend any additional or innovative services and products provided by Offeror that may be related to or helpful to this project.

2. Describe if Offeror’s proposed Solution is purpose-built for government, government-configured commercial platform, or a commercial platform adapted for government use including how it supports government-specific requirements such as audit controls, fund accounting, and compliance. Also include government specific functionality and long-term support for government clients.

3. Point of Sale and Cashiering Functions: Describe the POS functionality included with the proposed Solution. At a minimum, Offeror responses shall include:

a. Overview of cashier workflow for in-person transactions

b. Description of the POS interface and usability features

c. Peripheral device compatibility

d. Transaction processing capabilities

Offerors are encouraged to provide screenshots of the POS interface used in their Solution.

4. Payment Types and Tender Management: Describe how the proposed Solution supports the payment methods and tender management capabilities described in Attachment 3 – Scope of Work. At a minimum, Offeror responses shall include:

a. Payment methods supported by the Solution

b. Tools available for managing and reporting on payment tenders

c. Integration with payment processors or gateways

5. User Roles, Permissions, and Internal Controls: Describe how the proposed Solution supports user roles, access controls, and separation of duties. At a minimum, Offeror responses shall include:

a. Description of role-based access control capabilities

b. Methods used to enforce separation of duties

c. User account management features

6. Integration with Workday Financial Management (including Sandbox Environment(s))

a. Financial Transaction Processing. Describe how the Solution supports:

1. Mapping payment transactions to Workday financial structures (e.g., company, fund, cost center, ledger account, revenue category, program or other Workday financial dimensions i.e. Worktags).

2. Handling of partial payments, split payments, and multi-account allocations.

3. Posting of refund and adjustment transactions.

4. Prevention of duplicate ad hoc bank transactions.

b. Reconciliation and Financial Controls. Describe how the Solution supports:

i. Daily reconciliation between payment activity and Workday postings.

ii. Identification and management of failed or rejected transactions.

iii. Exception reporting and correction workflows.

iv. Generation of reconciliation reports for City finance staff.

v. Audit trails linking cashiering transactions to Workday journal entries.

c. Workday Sandbox and Integration Testing. Describe Offeror’s approach for:

i. Integration configuration, testing, and validation across development, testing, and production environments.

ii. Unit testing

iii. Integration testing

iv. User acceptance testing (UAT)

v. Production cutover

7. Integration with Existing City Systems (ACT, Accela, CORIS, Salesforce, TMS, etc.).

a. TMS Lockbox: Identify how Offeror will replace the manual lockbox processing and ease reconciliation workflows. If Offeror is able to subsume any of the external payment sites listed under the Attachment 3 – Scope of Work, please describe the strategy for their replacement with minimal impact to the citizen experience.

b. Parking & Civil Citation Payment Website: Describe if Offeror is able to subsume or if integration will be required.

c. Accela: Describe Offeror’s integration experience with Accela.

d. Utah Courts Information System (CORIS): Describe Offeror’s proposed integration strategy of CORIS.

e. Salesforce: Describe Offeror’s proposed integration strategy with the City’s business licensing application via APIs.

f. Special Assessment: Describe Offeror’s proposed integration strategy for the current special assessment fee and how it would approach a future integration with a new special assessment solution.

g. Just FOIA: Describe Offeror’s proposed integration strategy of Just FOIA.

h. Bryt: Describe Offeror’s proposed integration strategy of Bryt.

8. Secure APIs and Data Exchange

a. API Capabilities: Describe all available APIs, supported authentication methods, and any limitations related to API usage.

b. Data Exchange Methods: Describe support for the following methods where applicable:

i. REST or SOAP web services

ii. Secure file transfer (SFTP or equivalent)

iii. Event-driven integrations (webhooks or message-based integrations)

iv. Batch data exchange for reconciliation or reporting processes

v. For file-based integrations, the Offeror shall describe supported file formats (e.g., CSV, XML, JSON), encryption methods, and mechanisms for file validation and acknowledgment.

c. Security Requirements for Data Exchange: Describe how the Solution protects sensitive data exchanged through APIs and integrations, including protection of payment data, ACH information, and personally identifiable information (PII).

d. API Documentation and Developer Support: Describe any developer portals, sandbox environments, or testing tools available to support integration development.

e. Integration Monitoring and Error Handling: Describe how the solution supports:

i. Monitoring of API calls and integration transactions

ii. Alerting for integration failures or anomalies

iii. Retry mechanisms for failed transactions

iv. Logging and traceability of data exchanges

v. Reporting tools for troubleshooting integration issues

9. Future Integrations and Scalability

Extensibility and Integration Flexibility: Describe how the proposed solution supports the addition of new integrations over time and any architectural limitations related to future integrations.

10. Monitoring and Error Handling for Integrations:

a. Describe how the solution provides visibility into integration activity and supports the identification, diagnosis, and correction of integration issues.

b. Integration Monitoring: Describe any built-in monitoring tools or integration with external monitoring platforms used to track integration health and performance.

11. Interactive Voice Response (IVR) Integrations

a. IVR Payment Capabilities: At a minimum, Describe how the Solution supports:

1. Card payments through automated phone systems.

2. ACH payments where applicable.

3. Secure capture of payment information via IVR prompts.

4. Payment confirmation and receipt generation.

5. Transaction status inquiries through the IVR channel.

6. Any limitations or requirements associated with IVR-based payment processing.

b. Integration with Existing IVR Platforms: Describe how the Solution supports:

1. Available APIs or services to support IVR integration.

2. Supported integration methods (e.g., REST APIs, web services).

3. Data exchange formats and authentication mechanisms.

4. Transaction workflows between the IVR platform and the cashiering system.

5. Expected latency or performance considerations for real-time IVR transactions.

c. PCI Compliance for IVR Payments: Describe how the IVR integration:

1. Protects cardholder data during voice-based payment transactions.

2. Uses secure methods such as DTMF masking, tokenization, or other PCI-compliant technologies.

3. Prevents cardholder data from being stored or exposed within the IVR environment.

4. Supports secure transmission of payment information to the cashiering system or payment gateway.

5. Offeror shall identify any additional technologies or services required to ensure PCI-compliant IVR payment processing.

d. Monitoring and Reporting: Describe how the Solution supports:

1. Logging of IVR payment transactions.

2. Monitoring of IVR transaction success and failure rates.

3. Error reporting and troubleshooting for IVR integrations.

4. Reconciliation of IVR payments with financial transactions recorded in the cashiering system and Workday.

e. Future IVR Capabilities

Describe how the proposed solution can accommodate future IVR integration requirements without significant system redesign.

iv. Technical Architecture and IMS Requirements

1. Complete Attachment 4 - Technical Architecture and IMS Requirements and submit with Offeror’s proposal.

The City recognizes that a combination of standard functionality, configuration, and customization will be required due to its complex environment. Offerors should clearly distinguish between standard functionality included in the base solution and any configuration, and customization that requires additional cost in Attachment 5 - Cost Sheet. The City encourages solutions that minimize customization while meeting all functional requirements. Do not include cost data in Attachment 4 - Technical Architecture and IMS Requirements.

2. Real Time Data Synchronization

Describe how the Solution supports:

a. Real-time or near-real-time synchronization of financial transactions.

b. Reliable transaction processing between systems.

c. Prevention of duplicate or inconsistent records.

d. Data synchronization supports Reconciliation between the cashiering system and Workday Financial Management.

e. Error handling and reconciliation processes.

f. Describe how the system ensures data consistency across systems during high transaction volumes or temporary system outages.

v. Implementation, Migration, and Go Live

The Offeror shall provide a comprehensive implementation plan that addresses project governance, system configuration, integrations, data migration, testing, training, and production deployment. The implementation plan shall also demonstrate how the Offeror will minimize operational disruption to City departments while ensuring that financial processes remain accurate, secure, and auditable throughout the transition.

1. Implementation Methodology and Approach

Offeror shall identify the project management methodology, staffing model, timeline, and supporting resources that will be used to implement the proposed solution.

a. Describe the methodology (e.g., Agile, hybrid Agile/waterfall, phased deployment, etc.) that will be used to implement the proposed Solution. Describe how the methodology supports configuration, integration, testing, and deployment activities. The City encourages structured methodologies that promote transparency, collaboration, and risk mitigation.

b. Describe the phases of the implementation process. Describe whether the implementation will be deployed in phases by department, functionality, or payment channel, and the rationale for the proposed approach.

c. Identify key deliverables for each phase.

d. Risk Management

i. Describe how the implementation approach minimizes disruption to ongoing City operations.

ii. Identify risk management strategies and mitigation approaches.

iii. Describe how risks associated with multi-department deployment, integration complexity, and external transaction ingestion will be managed.

e. Describe Offeror’s approach to organizational change management.

2. Project Governance and Staffing

Provide a detailed project governance structure for the implementation effort. Identify and describe the following:

a. The proposed project management structure.

b. Roles and responsibilities of Offeror’s implementation staff and expected level of participation from City staff. Describe the expected resources and level of effort required from City to support the implementation.

c. Describe the Offeror’s preferred and intended split of on-site and remote support per project phase.

d. Communication plans between Offeror and City stakeholders.

e. Identify a single point of accountability for overall project delivery.

f. Describe governance structure for decision-making and escalation procedures for project issues.

g. Describe how knowledge transfer to City staff will be conducted during and after implementation.

3. Timeline and Milestones

a. Provide a proposed implementation timeline that identifies the major phases and milestones required to deploy the Solution. At a minimum, the implementation timeline shall include:

i. Project kickoff

ii. Discovery

iii. Requirements validation and solution design

iv. System configuration

v. Integration development

vi. Data migration

vii. System testing

viii. User acceptance testing

ix. Training

x. Go-live preparation

xi. Production deployment

xii. Post-go-live stabilization

b. Identify estimated durations for each phase and clearly identify project dependencies and any dependencies related to integrations with Workday and other City systems, including coordination with third-party vendors.

c. Describe how project progress will be tracked and reported throughout the implementation lifecycle.

d. Describe how schedule risks and delays will be managed.

e. Describe how the project timeline accommodates coordination with City departments and enterprise systems, including Workday.

4. Data Migration and Legacy System Integration: Describe the following:

a. The proposed approach for data migration.

b. Data extraction, transformation, and loading processes.

c. Data validation and reconciliation procedures.

d. Strategies for minimizing data loss or corruption during migration.

e. Handling of historical transaction data and reporting records.

f. Describe how the system will support ongoing ingestion of transactions from external systems that cannot be directly integrated.

g. Distinguish between one-time data migration activities and ongoing data integration or import processes.

h. Describe how data accuracy and completeness will be validated during and after migration.

i. Describe any temporary integration or coexistence requirements necessary during the transition from the legacy system to the new Solution.

5. Testing, Training, and Go-Live Support

Provide a comprehensive plan for system testing, user training, and go-live support.

a. Describe the testing strategy, including scope, duration, and number of User Acceptance Testing (UAT) cycles supported.

b. Describe how testing results will be documented and validated. The Proposer shall describe how defects and issues identified during testing will be tracked, prioritized, and resolved.

c. Describe how training will be tailored to different user roles and departments. Describe ongoing training options for new staff following initial implementation.

d. Provide sample Test Scripts, Training Course Lists, and Training Guides for the transfer of service process with proposal.

e. Go-Live Support: Describe the support available during system launch, including:

i. On-site or remote support during go-live

ii. Rapid response for critical issues

iii. Stabilization period following deployment

f. Describe the recommended duration and scope of the post-go-live stabilization period.

6. Post-Implementation Support Guide and Documentation Describe ongoing support models, including service level agreements (SLAs), response times, and escalation procedures. Describe the transition process from implementation to ongoing operational support. Describe how system updates, upgrades, and enhancements are delivered post-implementation.

vii. Support, Maintenance, and Service Level Agreements (SLAs)

1. Describe the licensing, hosting, support, and maintenance services associated with the proposed Solution.

2. Identify all licensing components, subscription models, hosting requirements, support services, maintenance responsibilities, and upgrade policies associated with the proposed solution.

3. Identify any optional services, third-party components, or dependencies required for the system to operate.

4. Licensing Model (Cloud vs. Hybrid)

a. Describe the licensing model for the proposed Solution and all associated software components.

b. Licensing structure (e.g., subscription-based, transaction-based, user-based, or hybrid).

c. Any minimum licensing commitments.

d. Licensing requirements for integration components, APIs, or middleware.

e. Licensing requirements for development, testing, and sandbox environments.

f. Licensing costs associated with additional modules or system expansions.

g. Any limitations or thresholds related to transaction volume, number of users, or integrations.

5. Hosting and Maintenance

a. Describe the hosting and operational maintenance model for the proposed Solution.

b. If the proposed Solution is Offeror-hosted, describe:

1. Hosting environment architecture.

2. Data center locations and redundancy.

3. Cloud infrastructure used to host the solution.

4. Security controls implemented within the hosting environment.

5. Backup and disaster recovery capabilities.

6. Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO) for the proposed solution.

c. If the Solution is hosted within the City’s Azure environment, describe:

1. Required Azure resources and infrastructure components.

2. Deployment architecture and resource sizing.

3. Responsibilities for infrastructure configuration and maintenance.

d. Ongoing Solution Maintenance:

Describe ongoing Solution maintenance activities, including:

1. Infrastructure monitoring

2. System patching

3. Security updates

4. Performance optimization

5. Backup management

e. Propose responsibilities between the awarded Offeror and the City for Solution maintenance activities. Propose ownership of Solution performance, uptime, and issue resolution responsibilities.

f. Describe any self-help tools provided via online guides, training documentation, data dictionaries, entity relationship diagrams, etc. Include information about any existing user group networks that would benefit the City.

6. Provide an example Service Level Agreement for ongoing support as Attachment 18 - Service Level Agreement with proposal. The Service Level Agreement should address the following:

a. System uptime and availability

b. Response times for…