JPay_Response_to_RFP_No._BMP005375.pdf

RFP NO. BPM005375 - ELECTRONIC PAYMENT

TRANSACTION PROCESSING SERVICES

FOR THE STATE OF ARIZONA DEPARTMENT OF

CORRECTIONS, REHABILITATION & REENTRY

An RFP Solution Prepared for:

State of Arizona Department of

Corrections, Rehabilitation & Reentry

Procurement Services

701 E. Jefferson Street

Phoenix, AZ 85034

Presented by:

JPay LLC

3450 Lakeside Drive, Suite 100

Miramar, FL 33027

Alex Yeo, Chief Revenue and Product Officer

Due October 6, 2023 at 3:00 P.M. (Arizona Time)

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 1

Table of Contents

TABLE OF CONTENTS

SECTION 1 – LETTER OF TRANSMITTAL

SECTION 2 – SCOPE OF WORK

1. Introduction

2. Task

3. Definitions

4. Scope of Services

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 2

Section 1 – Letter of Transmittal October 5, 2023

State of Arizona Department of Corrections, Rehabilitation & Reentry

Procurement Services

701 E. Jefferson Street

Phoenix, AZ 85034

Attn: David Brackney

Re: RFP BPM005375 ADCRR Electronic Payment Transaction Processing Services

Dear Mr. Brackney, JPay LLC (JPay) is pleased to submit our proposed Electronic Payment Transaction

Processing Services for the Arizona Department of Corrections, Rehabilitation and Reentry.

We are proposing to continue providing our money transfer services. As your incumbent service provider, JPay can continue to deliver the convenient and user-friendly Electronic

Payment Transaction Processing Services program without any interruption of service.

As Chief Growth Officer of Aventiv Technologies, LLC, I am authorized to contractually commit JPay to the terms of this proposal and any resulting contract. Please do not hesitate to contact me with any additional questions, or to request supporting information. You may also contact your Account Manager, Joshua Farrar, at (469) 404-4099, or by email at jfarrar@securustechnologies.com.

As required under A.A.C. R2-7-C303(C), JPay acknowledges receiving Amendment 1 and its revisions to the attachments and requirements that is dated September 29, 2023.

Thank you again for the opportunity to provide this response. We look forward to sharing our solution with the State as we continue to build our mutually beneficial partnership.

Sincerely, Alex Yeo

Chief Revenue and Product Officer | T: (734) 709-4013 | E: alex.yeo@aventiv.com mailto:jfarrar@securustechnologies.com

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 3

Executive Summary

JPay has been providing services for the correctional industry since 2002. Our company is a wholly-owned subsidiary under the umbrella corporation Aventiv Technologies, LLC

(Aventiv). Aventiv’s corrections-focused lines of business has one goal in mind – to be our nation’s premier technology provider to federal, state, and county correctional agencies.

This goal resonates in our mission statement: Design and implement convenient, user-friendly and innovative solutions that help agencies rehabilitate offenders and reduce recidivism while keeping facilities and communities safe. At all times, our focus is solely on our customers which encompasses the facilities we service and its correctional staff as well as its offenders and their families and friends. These distinct customers inspire us to push the envelope in technical advancement within the corrections industry.

Since our inception, JPay has designed and developed cutting-edge solutions that have been implemented by facilities nationwide to achieve unequivocal success. JPay continues to be the preferred choice for correctional agencies today and our payment footprint services over 2.2 million incarcerated and released offenders nationwide.

Our Partnership with Arizona

The Arizona Department of Corrections, Rehabilitation, and Reentry (ADCRR) has played a significant role in JPay’s maturity as a company. Arizona has been utilizing JPay’s Electronic

Payment services for over 10 years. Through the years, ADCRR has provided JPay with valuable feedback and critical input, ensuring continuity of service for ADCRR and its offenders and their family and friends. As the incumbent provider of the Offender deposit services program for ADCRR, our goal is to maintain and excellent working relationship with all levels of facility staff statewide. JPay currently has several solutions in place that funding through JPay integrates into the ADCRR’s current processes for Incarcerated

Tablets, Securus Video Connect with automated approved visitation requests, Release cards, and more, making it more user friendly for all friends and family.

Outstanding Customer Service

Our highly-trained customer service professionals are available to take calls 24/7/365 of the year. For facility support, a dedicated team of Help Desk Analysts are always on call to assist ADCRR staff. Help Desk Analysts have achieved the highest level of system training which enables them to respond to staff requests on the spot.

JPay would like to continue providing our Electronic Payment Transaction Processing

Services Program to the Arizona Department of Corrections, Rehabilitation, and Reentry and we look forward to updating our offer as ADCRR requires and as technology develops.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 4

Section 2 – Scope of Work

1. INTRODUCTION

1.1. The Arizona Department of Corrections, Rehabilitation and Reentry (ADCRR)

Vision and Mission Statements are:

1.1.1. Vision: The Arizona Department of Corrections, Rehabilitation and

Reentry is committed to creating a safe, secure, and humane correctional environment that provides a healthy environment for staff and offers the incarcerated population opportunities to learn and practice the necessary skills for success upon release.

1.1.2. Mission: To enhance public safety across Arizona through modern, effective correctional practices and meaningful engagements.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS SECTION AND

SUBSECTIONS IDENTIFIED HEREIN.

2. TASK

The intent of this solicitation is to allow ADCRR to enter into a contract(s) for the procurement of Electronic Payment Transaction Processing Services, as specified within the Scope of Services.

3. DEFINITIONS

For the purposes of this RFP, the following definitions shall apply:

3.1. “Chief Procurement Officer” means the ADCRR Chief Procurement Officer.

3.2. “Constituents” means public persons involved in the payment for and/or the use of the electronic payment transaction services solicited in this RFP.

3.3. “Department” means Arizona Department of Corrections, Rehabilitation &

Reentry (same as “ADCRR”)

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 5

4. SCOPE OF SERVICES

4.1. PURPOSE: ADCRR intends to establish a term contract with a firm(s) to provide

Electronic Payment Transaction Processing (EPTP) services as a convenience for use by the general public in conducting transactions for or on behalf of persons under the care, custody and/or supervision of ADCRR. Any resulting contract(s) shall be issued on a fixed-price basis, for a three (3) year period, with options to extend the term up to an additional two (2) years.

4.2. BACKGROUND: ADCRR conducts monetary transactions to 1) service inmate trust accounts of approximately 35,000 individuals in State custody, 2) collect fees for visitor background check processing, and 3) collect a variety of Community

Supervision payments and fees associated with approximately 5,300 individuals under community supervision.

The table below represents activity processed through the current EPTP services over a recent twelve (12) month period:

4.3. SCHEDULE: All equipment and services are to be installed, operational, and ready for final integration testing with ADCRR’s system no later than Thursday, November 30, 2023. All payment transaction services for public use are to begin no sooner than Sunday, December 31, 2023, and no later than Monday, January 1, 2024 (which will be the Effective Date of any resultant contract); more precise schedule requirements will be communicated to Contractor(s) at a later date.

Offeror should clearly state whether it can meet this schedule. Any Offeror unable or unwilling to accept this schedule may be determined not susceptible for award.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 6

SUBSECTIONS IDENTIFIED HEREIN.

JPay currently provides money transfer services to the ADCRR and is able to meet this schedule. We have also provided a sample implementation timeline for reference in Appendix 1 – Implementation in the “Appendices.pdf” file submitted with our proposal.

4.4. UTILIZATION OF CONTRACTOR’S SERVICES: Use of Contractor’s services is at the discretion of the public at large. ADCRR makes no representation or guarantee of any kind concerning the public’s use of Contractor’s payment transaction services, and Contractor shall have no recourse against ADCRR regardless of the extent to which actual public usage may deviate from what Contractor may have contemplated or expected. Any presumptions or plans made by Contractor regarding the amount and/or timing of transaction fees it will collect from the public under any resultant contract are made solely at Contractor’s risk. Offeror should acknowledge it has read and agrees with this Section 4.4. Any Offeror unable or unwilling to accept these terms shall be determined not susceptible for award.

4.5. DELIVERY OF SERVICES:

4.5.1. Costs and Revenue. The awarded Contractor(s) is required to bear all of its costs to provide the Services. Contractor’s sole compensation and/or revenue shall be its transaction fees collected from the public.

No ADCRR or State funds shall be paid to Contractor at any time as payment, compensation, and/or reimbursement, etc., for any part of

Contractor’s Services. Offeror should acknowledge it has read and agrees with this Section 4.5.1. Any Offeror unable or unwilling to accept these terms shall be determined not susceptible for award.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

4.5.2. Minimum Requirements. Contractor shall meet the following minimum requirements:

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 7

4.5.2.1. As applicable, Contractor agrees to make all necessary changes to its system (hardware, software, interfaces, etc.), at no cost to ADCRR, to accommodate any future changes to Keefe’s KeepTrak Inmate Banking

System, or any future system replacing it, including an option (to be implemented upon request by ADCRR) for real-time or near real-time

(at ADCRR’s sole discretion) interaction/processing. Any such changes shall be made in a timely manner on a schedule to be approved by

ADCRR.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay agrees to provide our services and any integrations at no cost to

ADCRR and will accommodate any future changes to Keefe’s KeepTrak

Inmate Banking System, or any future system replacing it.

4.5.2.2. As applicable, Contractor agrees to make all necessary changes to its system (hardware, software, interfaces, etc.), at no cost to ADCRR, to accommodate a request by ADCRR to set a daily/hourly schedule for when transactions shall be authorized to be sent to ADCRR’s inmate trust account system. Any such changes shall be made in a timely manner on a schedule to be approved by ADCRR.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

As the incumbent provider of money transfer services, JPay is currently integrated with Keefe's KeepTrak system. JPay will provide all items/ components needed for a seamlessly integrated and working system.

JPay currently provides real-time processing of electronic trust account deposits and community corrections fees through a series of Application

Program Interfaces (APIs).

4.5.2.3. Provide a system which:

4.5.2.3.1. Includes all items/components (including all hardware, software, electronic interfaces, etc.) needed for Contractor’s system to successfully interface and work with ADCRR’s systems, and

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 8

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

4.5.2.3.2. Includes services for ADCRR’s Central Office; Community

Corrections Division; Constituent Services Office; and all

Arizona prison facilities, whether existing or future, and whether publicly or privately operated (existing ADCRR locations are shown in Exhibit A); and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

As the incumbent money transfer provider, JPay already includes services for all requested ADCRR locations and offices.

Additional locations and offices can be added into our system for successful transactions within 24 hours of notification, which is as simple as providing JPay the name, address, and date of occupancy of the new location. JPay will work with any other vendors and current/future state agencies/systems to ensure all interfaces are working optimally.

4.5.2.3.3. Accommodates ADCRR’s use of Keefe’s KeepTrak Inmate

Banking system Contractor is required to integrate its system with KeepTrak; and

4.5.2.3.4. Provides reports compatible with ADCRR’s Arizona

Correctional Information System (ACIS); and

4.5.2.3.5. Includes any future changes in ADCRR’s financial/accounting and/or computer/information technology system (including changes in technology which may occur over the duration of the Contract); and

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 9

4.5.2.3.6. Includes an option (to be implemented upon ADCRR’s request), for real-time or near real-time (at ADCRR’s sole discretion) interaction/processing with ADCRR’s system, now or in the future, including transactions involving inmate trust account deposits, visitation background check fees, and Community Corrections payments and fees; and

4.5.2.3.7. Will only accept inmate trust account deposits for active inmates as of the date of deposit (based upon information provided by ADCRR); and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

As the incumbent money transfer provider, JPay already interfaces with the ADCRR banking system to exchange inmate and payment information. JPay receives an inmate data file from ADCRR via FTP each day with all relevant data for inmate identification such as inmate name, ID number, and housing location. JPay then validates the inmate at point of deposit.

JPay aggregates all payment information and sends the data to

ADCRR in a daily batch file via FTP.

JPay confirms inmate status a second time at the time of batch to ensure only active inmates receive funds. If the inmate was released during the day, the transaction will be refunded to the customer and removed from the deposits transferred to

ADCRR. This file swap process ensures trust account deposits are only processed for active inmates. Note that Secure FTP, or

SFTP, is also available for file transfers should ADCRR prefer.

4.5.2.3.8. Will only accept Community Corrections payments and/or fees for offenders under community supervision and for

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 10 offenders released from community supervision that owe payments and/or fees (based upon information provided by

ADCRR); and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

The same processes described in the previous requirement also ensures that only offenders under active community supervision are able to make payments. Additionally, Community Corrections payments are set up in JPay’s system as a separate “agency,” which also helps customers choose the correct payment type.

Multiple checkpoints during the payment process provide user alerts if the offender is found in more than one agency location. This also helps to ensure payers are sending the payment to the proper account.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 11

4.5.2.3.9. Will only accept a visitation background check fee for an active visitation application which requires the fee to be paid

(based upon information provided by ADCRR); and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

As the incumbent money transfer provider, JPay already provides visitation background check fee processing.

Applicants can begin the process on the ADCRR website, where they complete their application and choose to send their $25 fee electronically. If they select JPay by clicking on the JPay icon in the “Methods of Payment” section, they are redirected to our website’s ADCRR-specific landing page, where their application

ID is included and auto populated into the required fields. The

JPay landing page also provides complete information on all the options to make the payment. If the applicant arrives on our site, uses the call center, or goes to MoneyGram, the JPay system will validate the application ID against the nightly file provided to JPay by ADCRR.

A sample of the information provided to ADCRR background payment customers is included below.

Visitation Background Payment

To pay your background check fee, you need an Arizona inmate associated with your JPay account as well as a Visitation

ID, which you can get by completing the AZ visitation application.

Already have a Visitation ID?

• Log in to your JPay account, or create a new one by selecting "Arizona" and entering your inmate's ID on the next page

• Once you have logged in or registered, click “Pay visitation background check fees”

• On the Visitation Payment page, enter your Visitation ID

• Follow the prompts to pay the fee

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 12

Call 800-574-5729

• Ask to “Pay AZ visitation background check fees”

Visit MoneyGram (Walmart, CVS)

• Use Receive Code 1243

• Transaction processes vary by location:

1. Fill out a blue form

2. Enter Inmate ID # and last name in Account Number of the

Bill to Pay field

3. Enter “Visitation ID” in the Message to Biller or Beneficiary

Name field

4. Pick up a red phone; follow the prompts

5. Visit the customer service counter

Users who choose to use JPay.com to complete their payment application see the following screens that correspond to the steps outlined before.

1. Select “Pay visitation background check fees”.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 13

2. Enter the Visitation ID and Inmate ID.

3. Confirm all the inmate details and the fee amount.

4. Select a payment method.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 14

5. Verify payment information.

6. Receive confirmation of payment.

4.5.2.3.10. Accepts payments from the public via Internet

Website/Portal, Telephone, Walk-in Storefront, and Mobile

Payment Platform/ Application (see section 4.5.5 for more information); and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay collects credit card, debit card, cash, and money order payments from customers through a variety of channels. Each channel is optimized to make the process as easy and quick as possible. JPay offers a wide array of payment options, JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 15 outstanding customer service, payment processing scalability, and strict money transmission compliance.

JPay’s extensive variety of payment options include our easy to use website, Android and iPhone mobile apps, 24/7 call center, and free money order payments to our in-house lock box processing system. In addition, JPay and MoneyGram® have partnered exclusively to offer cash payments at more than

21,900 outlets nationwide and 345 in Arizona including

Walmart, CVS, and Ace Cash Express.

4.5.2.3.11. Performs daily verification test(s) to confirm all persons

(along with all associated information) included in ADCRR’s daily update to Contractor has been accurately incorporated into Contractor’s system. Verification of successful completion of these daily tests shall be immediately sent to

ADCRR upon request; and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay’s interface with ADCRR's banking system exchanges inmate and payment information. JPay receives an inmate data file from ADCRR (usually via Secure FTP, or SFTP) each day with all relevant data for inmate identification such as inmate name, ID number, and housing location. JPay’s system has internal alerts to notify our infrastructure team of any file failures. In addition, the system has a size safeguard that alerts our infrastructure team if a loaded file is smaller than expected.

File size can indicate a transmission issue and our system automatically defaults to the previous day’s file to minimize the customer impact until JPay can obtain a new inmate file from

ADCRR.

JPay’s real-time web service lookup is also validated throughout the day. If web service communication is down, our system records the error and our infrastructure team communicates the issue to ADCRR to reach a resolution.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 16

4.5.2.3.12. Provides each transaction payer with a transaction receipt;

and for inmate trust account transactions, provides to

ADCRR an electronic payee receipt for conveyance to the inmate. Record of all receipts shall be available to ADCRR at all times in the event account research is necessary; and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

Once a customer submits a payment, the system displays a confirmation of the transaction. The system also emails a receipt to the customer’s email address, whether the payment was submitted via our website or the mobile app. If a customer makes a walk-in cash deposit at a MoneyGram location, a receipt is also provided at the conclusion of the transaction.

Receipts from any payment channel will be available to ADCRR upon request.

JPay provides our facility.jpay.com website to approved ADCRR staff to see the daily deposits. The system separates the deposits by institution and the ADCRR staff can select to print them as a PDF. Each institution would only see the receipts applicable to their population and each receipt will print on an individual sheet of 8.5x11 paper.

4.5.2.3.13. Includes programmable parameters for automatically notifying ADCRR of electronic corrections. Programmable parameters are parameters that may be used to trigger a notification to ADCRR that something previously reported or recorded has changed; and

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay transmits only finalized transactions to ADC, therefore eliminating any real possibility of errors. In the unlikely event that a transaction needs to be corrected, JPay will notify ADCRR immediately. JPay guarantees all funds and takes full responsibility for any chargebacks and fraudulent or disputed transactions. ADCRR will not be liable for or need to be

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 17 involved with any bad debt resulting from any misuse of JPay’s services. JPay will also be responsible for reconciling transactions back to the original payer.

JPay also provides customizable email alerts based on any

ADCRR parameters. Upon receipt of a customized request, JPay would create a sample alert for approval. Once the sample is approved, the alert would transmit to the designated email address whenever the event is triggered.

4.5.2.3.14. Includes a toll-free customer service telephone number adequately staffed year-round for a minimum of Mon-Fri

9:00 a.m. to 5:00 p.m. MST (Arizona Time).

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay employs a team of multi-lingual customer service professionals in our call center that operates 24 hours a day, seven days a week, every day of the year to ensure we are constantly available to meet our customers' needs. JPay is committed to handling 80% of customer calls within 60 seconds or less, while a dedicated group of call volume analysts and forecasters work tirelessly to ensure staffing levels are appropriate at all times.

JPay also maintains an Interactive Voice Response (IVR) solution, with self-service features that enable customers to use numeric entry from their telephone keypads to make a payment or check the status of their payment or money order.

These capabilities allow friends and family to make the most of

JPay’s products and services during their loved ones' incarceration. These self-service options work to prevent any service degradation or excessive hold times while preserving a positive and memorable customer experience.

JPay’s IVR system is designed to:

• Handle periods of extreme call volume

• Prioritize customers so urgent calls are handled quickly

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 18

• Enable existing customers to make credit/debit card payments quickly and easily without having to wait for an agent

• Provide customers a way to check the status of recent payments

4.5.2.4. Ensure that all electronic data is stored on a secure network and encrypted both in transit and at rest. The electronic information relating to each transaction shall be made available to ADCRR via a secure online interface provided by Contractor. This interface will allow

ADCRR to look up transactions, print receipts for delivery to inmate(s), add/delete users and change user access privileges through centralized administrative access, and provide an intelligence feature (ability to perform custom searches) that allows ADCRR to track all incoming transactions. All transactions shall remain available to ADCRR for review, whether via the online interface or an archive retrieval process.

ADCRR requires a minimum of one (1) years’ worth of data to be provided via the online interface, with a requirement for archived or older data to be made available immediately upon request.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

Data stored on JPay servers is encrypted both in transit and at rest.

Transaction data is available to ADCRR via our secure online management portal called the Facility System, which is available from any computer or mobile device with an internet connection. The Facility System uses

HTTPS to ensure all data is secure. ADCRR staff can look up transaction data, print receipts, and add/delete/change users and access privileges.

JPay will ensure that a minimum of one year's worth of data is available online, with archived data stored indefinitely and available upon request.

The Facility System uses two-factor authentication for ADCRR users, making access both role-based and limited by facility. ADCRR determines which staffers have access to the Facility System and administers access through discrete user groups. This feature, for example, can limit releasing staff’s access to those aspects of the Facility System that deal specifically with prepaid release cards, while other accounting personnel only access electronic funds transmission.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 19

JPay’s Facility System constantly evolves to meet the needs of client agencies. The rules that can be applied to both user access as well as service control and reporting is comprehensive. These business rules are configurable according to ADCRR’s reporting and management needs.

User rights are customized for each staff member, though individual staff members with similar rights can be granted identical levels of access by being added to a user group. When creating a user, authorized staff can add that user to a group without having to individually recreate permission sets for that user. Even if a user is assigned to a user group, ADCRR administrators can tailor that user’s permission levels and access.

JPay is also happy to handle account creation and user access rights to reduce work on central office staff.

Users can generate standard and ad hoc reports on a per-facility basis or statewide. Users can also export all reports to the Microsoft® Office suite for advanced sorting and analysis and save them in PDF format.

4.5.2.5. Acknowledge and agree that ADCRR is, and/or shall be considered, the owner of all data provided by ADCRR and/or its Constituents (unless prohibited by law), and that ADCRR shall have access to all such data, as well as all transaction data, in Contractor’s system and/or records at all times and/or immediately upon request.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

All data provided by ADCRR and/or its constituents is the property of

ADCRR unless prohibited by law. JPay will ensure ADCRR has access to all such data, including transaction data, at all times throughout the life of this contract, at a minimum.

4.5.2.6. Guarantee maintenance of service at all times.

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay has assigned a dedicated account management team, which includes the sales and support staff and the assigned Account Manager, Joshua

Farrar, who will monitor the ongoing service and maintenance request

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 20 and will conduct regularly scheduled site visits to ensure that you are receiving the highest level of customer service.

In addition to these site visits, JPay offers quarterly Operational Reviews in which your Account Manager will meet with the ADCRR staff and discuss operational performance, successes, and opportunities for improvement. JPay uses the information from these meetings to improve our service delivery platform.

Field Service and Maintenance

JPay leverages agency technical support through our parent company, Securus Technologies and umbrella corporation, Aventiv Technologies.

The County’s assigned Field Service Team solves technology issues that arise at your site during our contract. ADCRR’s system will work with minimal downtime:

▪ Rapid response by local field technicians with extensive skills and experience

▪ Proactive preventative system maintenance

We have one of the largest Field Service Teams in the industry strategically positioned across the nation for quick response. Our Field

Service Technicians average 7+ years of experience and are certified to service all our products. In addition, our Field Service Technicians have the support of local Service Managers and Regional Managers, a centralized Field Dispatch Team, a Project Management Team, an Onsite

Installation Team, and an Engineering Department.

4.5.2.7. Guarantee funds for all transactions and be responsible for reconciling any transaction(s) back to the original payer.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay guarantees all funds and takes full responsibility for any chargebacks and fraudulent transactions or disputed transactions. ADCRR will not be liable for, not be charged for, nor need to be involved with bad debt resulting from fraudulent or even mistaken use of JPay’s services. JPay will also be responsible for reconciling transactions back to the original payer.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 21

4.5.2.8. Acknowledge and agree that, as applicable, source codes for software developed or modified by Contractor specifically for use with the

Department’s system shall become the property of the Department and shall be immediately provided to the Department upon request.

Software provided by the Contractor to the Department shall contain a provision for perpetual licensing with all upgrade options. The

Department may decide to maintain the software in escrow; therefore the licensing agreement(s) shall also contain a provision for maintaining a version of the software in escrow in the event the

Contractor is unable to continue service for financial or other business reasons.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay has not provided, or modified, our platform’s source code for

ADCRR. Our platform is web-based and does not require our software to be modified and as such, this requirement is not applicable. Please find a copy of our licensing agreement in Appendix 2 – Software in the

“Appendices.pdf” file submitted with our proposal.

4.5.2.9. Comply with Payment Card Industry Data Security Standard (PCI DSS) throughout the Contract term (Offeror is to provide a copy of its current PCI DSS validation/certification with Offeror’s proposal).

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay complies with all federal and state money transmitter statutes, anti‐ money laundering regulations, and Office of Foreign Assets Control screening guidelines. Transaction limits are enforced to ensure compliance with customer identification requirements and federal reporting levels. In addition, JPay is a Level 1 PCI DSS compliant merchant.

Please see Appendix 3 – PCI in the “Appendices.pdf” file submitted with our proposal.

4.5.2.10. Hold a valid Arizona Money Transmitter License at all times during the term of any resultant contract. Offeror must submit a copy of its valid

Arizona Money Transmitter License with its proposal if it has one, or within thirty (30) days of its proposal submission if it does not currently

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 22 have one. Contractor shall keep and maintain such license throughout the term of any resultant contract.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay’s Arizona Money Transmitter License Number 0919470 is included in

Appendix 4 – MTL in the “Appendices.pdf” file submitted with our proposal. JPay's money transmitter licenses are also on record with the

Nationwide Multistate Licensing System (NMLS) on their website:

https://nmlsconsumeraccess.org/entitydetails.aspx/company/926932.

4.5.2.11. Provide for funds for the electronic transactions to be transferred daily via wire transfer to an Arizona State Treasury account (under ADCRR’s current practices, Sundays and certain holidays are excluded from this requirement, however, this practice is subject to change).

JPAY HAS READ, UNDERSTANDS, AND DOES NOT COMPLY WITH THIS

SUBSECTION IDENTIFIED HEREIN.

JPay currently provides a daily ACH transfer of funds to ADCRR for each of the agencies (Inmate Trust, Community Corrections, and Visitor

Background) and would continue to do so upon award. The chart below shows how the daily payment files correspond to the ACH payment sent to ADCRR. Each ACH is made up of two parts: one ACH for all deposits made at MoneyGram and one ACH for all deposits made through JPay’s other deposit channels. Both ACHs correspond to the payment file and reconcile accordingly.

EF = Electronic file uploaded to ADCRR's trust accounting system

ACH = ACH transmitted to ADCRR’s bank account https://nmlsconsumeraccess.org/entitydetails.aspx/company/926932

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 23

4.5.2.12. Ensure that each day the funds transfer amount(s) exactly matches the total balance(s) shown on the transactions report(s) for that day.

4.5.2.13. Ensure that each of its Subcontractors are obligated, by written contract, to comply with the requirements, terms, and conditions of this RFP and any resultant contract which are related to the

Subcontractor’s services provided to Contractor, including the following:

4.5.2.13.1. Subcontractors shall meet the same licensing requirements and standards required of the Contractor.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

In consideration of our previous clarifications from ADCRR’s bid published in 2018, JPay has recognized our partner, MoneyGram, as a subcontractor. MoneyGram is one of the largest cash payment agent networks in the world with more than 350,000 locations in the world, 21,900 nationwide, and

345 in Arizona.

MoneyGram is a licensed money transmitter and their license number is 0019013 which can be verified on the Nationwide

Multistate Licensing System website here:

https://nmlsconsumeraccess.org/EntityDetails.aspx/COMPANY/

898432.

4.5.2.13.2. Subcontractors shall meet all Scope of Work requirements related to their work.

4.5.2.13.3. Subcontractors shall comply with all ADCRR written instructions related to their work.

https://nmlsconsumeraccess.org/EntityDetails.aspx/COMPANY/898432 https://nmlsconsumeraccess.org/EntityDetails.aspx/COMPANY/898432

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 24

4.5.2.13.4. Subcontractors shall be required to maintain the insurance requirements specified in the Special Terms and Conditions.

Within twenty-four (24) hours of request, Contractor shall provide to

ADCRR a copy of any such Subcontractor contract (Contractor may redact its fees/payments). ADCRR reserves the right to deny any employee of the Contractor, or of any Subcontractor, access to its facilities, information, or Constituent information as a result of confidential information obtained during the course of an ADCRR security clearance process or for violation of an ADCRR policy.

If, after Contract award, Contractor wishes to use a Subcontractor not identified in Attachment 6, such Subcontractor shall be subject to review and a written determination by ADCRR whether it may participate in the Services; such determination shall be at ADCRR’s sole discretion, but Subcontractor’s participation will not be unreasonably denied.

Offeror should confirm in its proposal that it will comply with all provisions of this

Section 4.5.2 Minimum Requirements; however, any provisions that Offeror does not agree to comply with are to be listed and described in Offeror’s completed Attachment 5

Supplement, Deviations and Exceptions included with Offeror’s submission.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS SECTION AND

SUBSECTIONS IDENTIFIED HEREIN.

Please see Attachment 5 Supplement – Deviations and Exceptions included with our proposal.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 25

4.5.3. Transaction Reporting. Offeror should describe how its system will comply with the following guidelines:

4.5.3.1. Provide for Electronic Funds Transfer (EFT) Reports to include:

4.5.3.1.1. Daily Transaction Summary Report

4.5.3.1.2. Monthly Reconciliation Report

4.5.3.1.3. Activity Report Detailing:

4.5.3.1.3.1. Location

4.5.3.1.3.2. Number of Transactions

4.5.3.1.3.3. Status successful or rejected

4.5.3.1.3.4. Dollar Amounts

4.5.3.1.3.5. Type of payment

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

All reports listed above are available on demand through our secure online management portal, the Facility System and can be received via email. Customized reports are also available and can be easily created based on any additional information ADCRR would like.

The Facility System

The backbone for management of all JPay services is a secure web portal called the Facility System. ADCRR staff members use it to manage deposits, review transaction history, and access powerful link analysis tools to recognize customer and inmate relationships. The Facility System provides reports and detailed transactions for all payments and batches.

It also enables feature-rich management of release cards, email, video visitation, digital media, and tablets. It is accessible from any computer or mobile device with an internet connection.

ADCRR facility staff can use the Facility System to access transaction details for all payments. Users can generate standard and ad hoc reports on a per-facility basis or statewide. Users can also export all reports to a

Microsoft® Excel spreadsheet for advanced sorting and analysis as well as exporting them to PDF format.

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 26

Please find examples of our reports below:

Daily Transaction Summary Report

Daily Transaction Report

Monthly Recap Report

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 27

Monthly Totals Report

4.5.3.2. Provide a methodology to audit transaction history reports on an hourly basis. Data format criteria will be provided upon award.

Reporting shall include the ability to generate “Payment by day” summary reports, and allow for custom reporting where flexible search criteria are given. All transactions are required to capture the information listed below and then be transmitted electronically as part of the financial transaction. No funds shall be accepted without the verified Name, Address and Telephone Number of the individual sending the funds. Gift Cards, “burner cards” and prepaid/preloaded credit/debit cards will not be accepted.

4.5.3.2.1. Sender Name

4.5.3.2.2. Sender Address

4.5.3.2.3. Sender Phone #

4.5.3.2.4. Payee Name (ADCRR Number supplied by the customer)

4.5.3.2.5. Money Transfer Control Number (MTCN)

4.5.3.2.6. Sequence Number or any unique transaction identification number

4.5.3.2.7. Identification Code

4.5.3.2.8. Transaction Date

4.5.3.2.9. Period (Same Day? Week? Month?)

4.5.3.2.10. Processing time

4.5.3.2.11. Credit/Debit card information

4.5.3.2.12. Account Number

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 28

4.5.3.2.13. Method of payment (credit/debit card, cash, mobile app, etc.)

4.5.3.2.14. Transaction Amount

4.5.3.2.15. Currency

4.5.3.2.16. Agent City

4.5.3.2.17. Country

4.5.3.2.18. Transaction Status (Valid, NSF, etc.)

4.5.3.2.19. Transaction Description (identify fee being paid)

4.5.3.2.20. Delivery Status (Pending, Delivered, etc.)

4.5.3.2.21. Delivery Method (Online, Storefront, Telephone, Mobile)

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay currently provides all of the above-requested daily, weekly, and monthly reports as well as audit transaction history reports on an hourly basis. Reports are available via our secure online management portal, the

Facility System, which is accessible via any computer or tablet with internet access. JPay can also work with ADCRR to create any other reports as requested. Please find samples of our reports in Appendix 5 –

Reports in the “Appendices.pdf” file submitted with our proposal.

Any provisions shown above that Offeror does not agree to comply with are to be listed and described on the Deviations and Exceptions form (Attachment 5 Supplement) and included with Offeror’s submission.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH THIS

SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

Please see Attachment 5 Supplement – Deviations and Exceptions included with our proposal.

4.5.4. Data and Network Access/Security. Security of the EPTP system is essential, and Contractor is hereby notified that a single security breach will be considered cause for contract termination (at ADCRR’s sole discretion). Contractor is to maintain complete confidentiality of all information through security practices and/or systems and, when applicable, execute confidentiality agreements with its employee(s)

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 29 and Subcontractors (copies of which are to be promptly made available to ADCRR upon request).

Contractor must keep all information about inmates, offenders under community supervision, and offenders released from community supervision that owe payments and/or fees, confidential and make no disclosure thereof to any third party, except as may be required by law. Contractor agrees to notify ADCRR within twenty-four (24) hours of any such disclosure (ADCRR contact instructions, which may include email, text, system message, and/or phone call, etc., will be provided after contract award).

Security and privacy policies, standards and procedures will be continuously maintained by both the Contractor and ADCRR, and are subject to change during the term of the Contract in accordance with

State or Federal legislation, administrative rules, court orders, or industry or national standards (e.g., PCI DSS, NIST CSF, etc.).

4.5.4.1. Offeror should describe its system security, including, but not limited to, measures and features related to the following areas:

4.5.4.1.1. Unauthorized Access/Theft. Offeror’s protection should address potential threats both internal and external, whether electronic or physical. Contractor is responsible to ensure the integrity of, and to prevent unauthorized access to, all ADCRR data, including the Identity Information of all persons for whom such information is used, transmitted, or stored by Contractor’s system; this obligation includes, but is not limited to, Contractor’s owners, officers, agents, Subcontractors, employees, and any other person for whom

Contractor may be held responsible and/or liable. Identity

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 30

Information includes, but is not limited to, an individual’s first name or initial, and last name in combination with any of the following information: 1) Social Security Number; 2)

Driver’s License number; 3) system access IDs and associated passwords; and 4) account information such as: account number(s), credit/debit card number(s) and/or passwords and/or security codes. Offeror’s response should include a copy of its PCI DSS compliance validation/certificate.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay is fully compliant with all federal and state money transmitter statutes, anti‐money laundering regulations, and

Office of Foreign Assets Control (OFAC) screening guidelines. In addition, JPay complies with the Payment Card Industry’s Data

Security Standards (PCI-DSS) and takes every measure possible to protect the identity of its customers. JPay is also one of the few companies operating in the corrections market to hold a money transmitter license in every state where one is required.

A copy of our PCI Attestation of Compliance is included in

Appendix 3 – PCI in the “Appendices.pdf” file submitted with our proposal.

JPay also has contracts and non-disclosure agreements in place with all vendors that interact with our protected environments.

Moreover, JPay employs the latest tokenization technology, which means that absolutely no customer credit card data is stored on JPay servers.

Access to all internal system data, including any customer information such as social security numbers, is strictly controlled behind firewalls that require valid usernames and passwords to access. JPay does not store driver license information.

4.5.4.1.2. Disaster Protection/Recovery. Offeror should include details such as update/restore point frequency, remote backup/mirror site(s) locations, time needed for full recovery

JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 31 after a disaster, method and frequency of self-testing its backup and recovery procedures, date of last disaster recovery test, etc. Offeror’s response should make clear

ADCRR’s maximum theoretical potential loss using Offeror’s system.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay is a subsidiary of Securus Technologies under the umbrella corporation of Aventiv Technologies. JPay’s main datacenter, which houses our production infrastructure, is in downtown Miami at Equinix's flagship facility, the NAP of the

Americas. Our disaster recovery hot site is located in

Carrollton, TX at the Securus datacenter. Both facilities are

Class 1 datacenters that can weather practically any storm.

They are fully mirrored and continuously tested to guarantee our system will always be up and running.

JPay’s production infrastructure is audited every year to ensure we are aligned with very stringent PCI security requirements.

JPay maintains a rigorous change approval process that includes peer reviews, QA validation, and post-change validation/testing. JPay leverages distributed file systems, server clusters, server farms, and load balancers to provide service redundancy for all critical systems. JPay systems are provisioned with growth expectancy and are monitored for predetermined thresholds.

JPay performs disaster recovery exercises periodically to ensure readiness in case of disaster. Through our Class 1 datacenters, JPay can recover all data with a restore point of 15 minutes (the theoretical maximum data loss) and a recovery window of 24 hours. During a restoration procedure, our mirrored infrastructure supports our production environment, thus providing full functionality during a restore.

4.5.4.1.3. Cyberattack Protection and Recovery. Describe Offeror’s safeguards and preparations for potential cyberattack, JPay Response to RFP No. BPM005375 - Electronic Payment Transaction Processing Services 32 including, as applicable, compliance with NIST Cybersecurity

Framework (if applicable, include copy of Offeror’s compliance certificate) and/or ADCRR’s Information

Technology Policies, Standards and Procedures, which may be found at: https://aset.az.gov/resources/policies-standards-and- procedures.

JPAY HAS READ, UNDERSTANDS, AND SHALL COMPLY WITH

THIS SECTION AND SUBSECTIONS IDENTIFIED HEREIN.

JPay is a subsidiary of Securus Technologies under the umbrella corporation of Aventiv…