DCSS_RFI_243__A_B_C_Attachments.docx

REQUEST FOR INFORMATION

DCSS RFI 243

Attachment – A Vendor Profile

RFI Respondent Data:

Company Information:

Company Name:

Address:

Company Web page:

Main Products/Services

Main Market/Customers:

Number of Years of experience in the Market and/or years providing related services.

Company CEO

Identify any parent corporation and/or subsidiaries, if applicable.

REQUEST FOR INFORMATION

DCSS RFI 243

Attachment – B Experience/Qualifications

The State is seeking tools, skill sets to integrate industry-leading services, and support to serve our child support program participants in the following areas: processing child support payments, integration of payment options, integration of disbursement options, customer service, document imaging and data repository, personal and financial data security, and fraud detection and prevention.

The State is conducting market research in the following seven (7) areas related to the operation of the State Disbursement Unit, which processes $2.7 billion child support payments annually.

The following requirements must be met to be eligible for vendor demo.

Please check the box next to the statement that applies:

· My firm possesses at least sixty (60) months of experience operating a child support-related State Disbursement Unit.

· A collection and disbursements processing operation, including the processing of receipts, deposits, and disbursements by mail and electronic means, for a public-sector project (not a Child Support State Disbursement Unit).

And/or

· A collections and disbursements processing operation, including the processing of receipts, deposits, and disbursements by mail and electronic means for a private-sector project (not a Child Support State Disbursement Unit).

1. PROCESSING CHILD SUPPORT PAYMENTS:

The State is seeking tools, and skill sets for processing of child support payments. The State is responsible for the collection and disbursement of paper and electronic child support payments domestically and internationally. Ideal practices prioritize accuracy, security, efficiency, data transparency, and flexibility.

Experience/Qualifications Years of Experience

1) Experience providing services relevant to SDU child support payment processing.

2) Experience processing real-time payments (RTP).

3) Experience using industry best practices providing SDU Services.

4) Experience with processing guaranteed funds.

1) Please provide the name, description, and function of any tools or software you use for Processing Child Support Payments:

Response:

2) Processing Child Support Payments. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

2. INTEGRATION OF PAYMENT OPTIONS:

The State is looking to expand payment options for our customers who are making child support payments. Our mission is to capture and provide our customers with the most efficient tools that provide an effortless paying experience, security, expediency, customer service, minimal to no user fees, and reliability.

Experience/Qualifications Years of Experience

1) Experience related to integrating or providing multiple payment services including, but not limited to, cash, credit card, mobile payments, EFT transactions, etc.

2) Experience integrating payment methods with guaranteed funds.

1) Please provide the name, description, and function of any tools or software you use for Integration of Payment Options:

Response:

2) Integration of Payment Options. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

3. INTEGRATION OF DISBURSEMENT OPTIONS:

The State is looking to expand the options available to our participants receiving child support payments. Our mission is to provide reliable, quick, and convenient disbursement options. Ideal tools/skills prioritize convenience, security, expediency, customer service, minimal to no user fees, and reliability.

Experience/Qualifications Years of Experience

1) Experience related to integrating tools or technologies relevant to disbursing payments to recipients.

2) Experience serving as a State Disbursement Unit (SDU).

1) Please provide the name, description, and function of any tools or software you use for Integration of Disbursement Options:

Response:

2) Integration of Disbursement Options. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

4. CUSTOMER SERVICE:

The State is looking to enhance the customer experience of our participants through enhancements to customer service delivery. These interests extend to call center platform tools and skill sets dedicated to effectively communicating to our customers.

Experience/Qualifications Years of Experience

1) Experience providing direct customer service through a variety of communication mediums and platforms.

2) Experience assessing customer service outcomes and evaluating customer satisfaction practices, tools, software, or systems.

3) Experience related to call center platforms, tools, software, or systems.

4.2 TOOLSETS RELATED TO CUSTOMER SERVICE

Provide the details for each of the following questions below relating to Customer Service platforms.

1) Please provide the name, description, and function of any tools or software you use for Customer Service:

Response:

2) Customer Service. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

5. DOCUMENT IMAGING AND DATA REPOSITORY:

The State must have user access to the SDU data repository to research payments, analyze payment types and volumes by classification, view document images and relevant participant, and case information. Ideal tools and skill sets would be best utilized in the areas of document imaging, data storage, data sharing, and user interfaces that seamlessly link payment/document data to relevant participant and case data.

Experience/Qualifications Years of Experience

1) Experience operating and maintaining a data repository with user access from multiple organizations.

2) Experience developing and/or implementing enhancement tools for data repositories.

1) Please provide the name, description, and function of any tools or software you use for Document Imaging and Data Repository:

Response:

2) Document Imaging and Data Repository. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

6. PERSONAL AND FINANCIAL DATA SECURITY:

The State is looking to enhance the security of personal and financial data relevant to the collection and disbursement of child support payments. Interests extend to tools and skill sets pertaining to safeguarding personal, confidential, and financial information of all child support customers.

Experience/Qualifications Years of Experience

1) Experience safeguarding data relevant to child support or government payments.

2) Experience evaluating security practices and/or protocols related to personal, confidential and financial data.

3) Experience maintaining compliance with state and federal regulations, for example, IRS Pub1075.

1) Please provide the name, description, and function of any tools or software you use for Personal and Financial Data Security:

Response:

2) Personal and Financial Data Security. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

7. FRAUD DETECTION AND PREVENTION:

The State is looking to enhance fraud detection and prevention practices. Interests extend to tools and skill sets pertaining to detecting and preventing fraud related to the collection and disbursement of child support payments.

Experience/Qualifications Years of Experience

1) Experience related to prevention and detection of payment-related fraud.

2) Experience related to prevention and detection of disbursement-related fraud.

3) Experience assessing/evaluating fraud prevention practices, tools, software or systems.

7.2 TOOLSETS RELATED TO FRAUD DETECTION AND PREVENTION

Provide the details for each of the following questions below relating to Fraud Detection and Prevention.

1) Please provide the name, description, and function of any tools or software you use for Fraud Detection and Prevention:

Response:

2) Fraud Detection and Prevention. Indicate whether the tool(s) is vendor proprietary, 3rd party COTS, freeware, etc.

Response:

Attachment – C.1 Questionnaire

References

Provide three client references (preferably State agencies, large cities/counties or similar industries), external to your organization, who have used your services and/or software within the past 24 months. (Include name, contact, address, telephone, services provided and date of service.)

Company Name:

Company Address:

Services Provided:

Date of Service:

Company Name:

Company Address:

Services Provided:

Date of Service:

Company Name:

Company Address:

Services Provided:

Date of Service:

Attachment – C.2

RFI Assumptions and Limitations

What assumptions have you made in preparing a response to this RFI?

From your experience with other efforts of similar types, what elements, attributes, capabilities etc., should the State consider that are not included in the RFI?

Attachment – C.3

RFI Detail Specifications

What payment processing improvements have you implemented to improve the effectiveness of your services in the last 24 months?

What security measures have you implemented to protect against fraud in the last 24 months?

What customer service improvements have you implemented that maintain responsiveness to customers in the last 24 months?

What plans do you have in place for continual process improvements that will keep your collection and disbursement processing operations current with industry best practices?

If you are currently on any of the State’s Leverage Procurement Agreements, list the agreement number and provide a brief description of the products and/or services available on the Agreement(s). The State’s Leverage Procurement Agreements can be found at: Find State Contracts.

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