RFP-_ORR_Collection_Software_Appendix_C.pdf

Request for Proposal Revenue Recovery Collection Technology Solution Page 1 of 9

APPENDIX C

FUNCTIONAL REQUIREMENTS AND RESPONSE FORM

The features, functionality and integration requirements for the solution are listed in this section.

Proposers shall complete and submit Appendix C with proposal.

Some of the specifications in this Appendix C are MANDATORY (M). For these items, the specified requirement must be AVAILABLE NOW. Proposed software that does not currently meet the specified requirements will not be evaluated and not moved forward for consideration.

1. The following requirements are mandatory. Please provide an answer as to the ability to meet the requirement.

ID SYSTEM REQUIREMENT Mandatory (M) Comply

YES/NO

MR1

All system processing, including storage and backup media, must be physically located in the Continental United States of America.

M

MR2

System must have the ability to create workflows that move a specific account/group of accounts through pre-defined processes, e.g. send letters, send to or remove Tax intercept or other legal action.

M

2. The following requirements are rated based upon level of importance: “C” means Critical; “HD” means Highly Desirable; and “U” means Useful.

In this Section, Proposer shall place the appropriate letter response code in the “Availability” column:

Response Code: Proposer should place the appropriate letter designation in the “Availability” column according to the following codes and their description:

"A" means specification is one that currently exists in the proposed software, in the current production version and included in the County’s price.

"B" means specification is not in the proposed software but is a planned enhancement or will be added at no additional cost.

"C" means specification is not part of the proposed software but will be added at additional cost included in the County’s price. All such additional costs must be reported on APPENDIX E, Price Proposal Schedule.

"D" means specification is not available in the proposed software.

References: Please provide any additional information requested or any additional information useful to the proposal in the comment’s column. If referencing attachments or other included information, write the location (Section/Page Number) of the discussion of the specification in the

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Proposer’s proposal. Technical materials may be submitted as part of the proposal and should be clearly labeled as such. If your availability response is “B” or “C”, please provide the estimated delivery date in the Comments column.

ID Description

Importance

Critical, Highly Desirable, Useful

Availability

A, B, C, D

Comments

If response in the Availability column is "B" or "C", state the availability date in this column.

1 Modules/Interfaces

1.1 Account Distribution/Payment module

(The ability to process payments received and distribute to appropriate recipients via a pre-defined priority)

C

1.2 California EDD Module, (provides the

ability to import employment data on debtors via electronic transfer in a preset file format from the California Employment Development Department (EDD))

C

1.3 California FTB/COD/Tax Intercept

Modules (Provide for bi-directional electronic data exchange with the California Franchise Tax Board, Court-Ordered Debt and Tax Intercept programs in accordance with their requirements) to include account submission, recall and status reporting.

C

1.4 California DMV Module (Provides for

integrated access to the California Department of Motor Vehicles data)

U

1.5 Custom interface module for

CentralSquare ONESolution (Finance Enterprise) (Automatically post daily (and manually post custom-period) transaction detail and summary information to the County’s accounting system, which is hosted off-site by the vendor, CentralSquare)

C

1.6 Victim Restitution Module (Maintain

victim demographic data and provide for disbursement of funds received on their behalf via a file exchange to the County’s AP system, currently CentralSquare ONESolution (Finance Enterprise))

C

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1.7 Electronic payments Module (Provide

for debtor payments via electronic payments i.e. Credit cards, e-check, ACH and provide payment import and automated processing into the collection system)

U

1.8 Custom interface module for

California Superior Court, County of Tuolumne (currently Journal Technologies eCourt), ability to receive case financial and supporting information.

C

1.9 Custom Interface module for importing

and/or modifying cases from County Ambulance (Ambulance system is currently Amazon Billing)

HD

1.10 Custom Interface module for importing

and/or modifying cases from County Behavioral Health (Behavioral Health system is currently Anasazi Electronic Medical Record (EMR); expected to switch to Credible in 2023)

HD

1.11 Ability to upload new debts from

Excel, CSV, text, or similar pre-defined formatted file.

C

1.12 Ability to generate monthly files

readable by Experian and TransUnion of collection accounts for reporting new accounts, accounts that have been paid in full, and account balances.

C

1.13 Electronic imaging and document

retrieval (System should provide an electronic record of all system correspondence generated from the system as well as provide a method to scan documents received and provide an association or link available in the account screen for retrieval and viewing of the documents.)

C

1.14 California MyCitations Module

(Provide for any necessary electronic data exchange with the California Judicial Council in accordance with their recommended implementation of CA Govt Code Sec 68645, for adjudicating infraction violations. This module would be required at the time the Judicial Council’s MyCitations is available statewide, which is expected to be on or before June 30, 2024.)

HD

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2 Internet based customer self-service portal

2.1 Allow debtors to sign up for a self-

service account that once verified would allow access to view account information via current industry standard browsers and mobile devices.

HD

2.2 Allow debtors to view, print or

download financial transaction data for their account(s) including current and historical bills, statements, notices, and other correspondences.

HD

2.3 Allow debtors to submit updated

address information and provide address verification and notification to Collector of updates.

HD

2.4 Allow debtors to link to online

payment options to pay debts via credit card, debit card, or e-check.

HD

3 Inventory Management

3.1 Ability to uniquely identify individual

debtors including information such as physical address, mailing address, SSN, phone #, cellphone #, date of birth (DOB), email address, state driver license #, with the ability to search by any of the listed fields

C

3.2 Ability to consolidate debt for

individual debtors into a single account.

C

3.3 Controls for mass account

modifications or updates.

C

3.4 Ability to move accounts from active

Accounts receivable status (Archive or Purge) and reinstate as needed.

C

3.5 Allow County contracted 3rd party

vendors database access for address verification.

U

4 Collector Features

4.1 Automatic assignment of accounts to

Collector by predefined account criteria, (For example by Last name alpha)

C

4.2 Ability to globally change Collector

account assignment if workload is changed or new staff is assigned

4.3 Ability to setup daily queues (Work in

Progress lists), display status of such work queues and update in real-time.

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4.4 Ability to build queues and prioritize

accounts based on account statuses including, broken payment arrangements, newly assigned accounts, previous day’s work that was not completed.

C

4.5 Ability to schedule accounts for future

follow-up actions.

C

4.6 System shall have the ability to

access on-line descriptions/definitions of all collection, status, and accounting codes

HD

4.7 Ability to view all outstanding debt

balance for a particular debtor.

C

4.8 Ability to create multiple debtors

contact information for Billing Statements

HD

4.9 Ability to customize, sort or filter and

view the activity note by date, user entry, debt number, activity description

C

4.10 Ability to view archived

correspondence associated with account

C

4.11 System shall maintain and be able to

take automated action based on a Statute of Limitations date.

C

5 Administrative controls

5.1 Unique User IDs required C

5.2 Flexible roles to categorize users to

restrict and grant access to specific accounts/areas of program

C

5.3 Access to modify menus and

submenus

U

5.4 Easy user creation via emulation of

user profiles or similar mechanism

C

5.5 Flexible user (per seat) licenses or

unlimited user access

U

5.6 Auditing of user access to system. HD

6 Correspondence

6.1 Flexible formatting, ability to create

"free form" letters C

6.2 Ability to create letters in house

without vendor support

C

6.3 Include database fields in

correspondence. Letter editor can easily auto populate debtor database fields into letters, statements, notices.

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6.4 In house single and mass printing of

correspondence

C

6.5 Include archive copy of

correspondence to be associated with account

C

6.6 PDF creation ability of

correspondence

C

6.7 Ability to create mass mailing files for

outsource capability, such as monthly billing statements, or required notifications

C

6.8 Ability to email to debtor provided

contact email address(-es)

C

6.9 Ability to text to debtor provided

contact phone number(s)

HD

6.10 Ability to flag accounts by type or field

criteria for need and frequency of generating letters. Such as Tax intercepted accounts generate a letter or certain types of accounts generate a specified letter at specified periods or conditions being met.

C

6.11 Ability to create rules for auto-

generating letters

C

7 Collection workflow/strategy management

7.1 Flexible setup options for account

automation/workflow through the collection system/process, allowing staff to work only those accounts that need collector attention. Generate a daily work list (ticklers) for staff to follow up on collection activity needed for the account

C

7.2 Extensive options for automated

actions to be triggered by collection or condition events

C

7.3 Ability to assign/refer accounts to

outside collection agency and report modifications or withdrawals to the outside agency

8 File Import/Export

8.1 Flexible data import and export

controls using standard formats (comma delimited csv, Excel, pdf, txt)

C

8.2 Ability to establish new accounts

receivable from data import

8.3 Automated import/export capability C

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9 Accounting

9.1 All database financial fields can be

queried and are exportable to reports C

9.2 Ability to post or reverse transactions

en masse

C

9.3 Posting of payments/Distribution by a

specific assigned priority

C

9.4 Automated payment posting features C

9.5 Ability to post, distribute, and reverse

payment types such as check, credit card, debit, money order, cash, NSF, or custom type set by department

C

9.6 Ability to make adjustments to

accounts and require corresponding explanation and/or supporting document attachment. Must be able to add and remove fees, write off debt, suspend amounts due for waivers, corrections, or reductions by the court, and ability to add back previously written off amounts.

C

9.7 Ability to create custom financial fields C

9.8 Ability to differentiate between fees, interest, penalties, and principal C

9.9 Ability to set up debtor-specific

installment accounts, minimum periodic amount due, specify due dates, scheduled changes per contract terms or circumstances, age accounts such as 0-30, 30, 60, 90, 120+ days late based on payment schedule. Ability to age while in suspended status.

9.10 Ability to have separate "client" types

to separate different categories of debtors (For example, medical accounts require HIPAA protections, other types are Property TAX, Public Assistance debt, General Government Revenue or Court-Ordered debts)

C

9.11 Tracks all financial transactions C

9.12 Data is maintained and available for

real time at all times C

9.13 No period "Closing", "Day end", "Month end", or such artificial constructs that limit ability to post or retrieve data

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10 Reporting

10.1 "Standard" or “canned” collections reports are included, i.e., account inventory, account aging, collector performance, financial transactions including distribution, cashier till reports, suspend/adjustment reports, etc.

C

10.2 Reports can be exported to PDF, Excel, text, comma delimited CSV

C

10.3 Reports can be scheduled to run and

be either emailed or stored in shared file system

C

10.4 Ability to create custom and ad-hoc

reports within the system

C

10.5 Custom user-created reports can be

created via BusinessObjects, Power BI, or similar reporting solution.

U

10.6 All data fields can be queried and

exported

C

10.7 No limit on number of custom reports C

10.8 Report module for Annual Collections

Reporting Template compliance report (Annual Financial Report submission from County/Court to legislature.)

C

10.9 Historical reporting, reports based on

user provided date ranges

C

10.10 Customizable dashboard for reporting. HD

10.11 Ability to report on account collection

workflow.

HD

11 Data back up and security

11.1 Controls for ad-hoc data archiving C

11.2 Support query of archive data C

11.3 Support restores of archive data C

11.4 System should provide environment

for testing, staging, and user acceptance testing (UAT) prior to production, with the appropriate isolation between systems.

C

11.5 Support for in house Administrator

level control of user accounts

C

11.6 Support for administrator notifications

when specific system events occur, failed login attempts exceeded, expired password

C

11.7 Solution should make use of

encryption for all transmissions between servers and servers and clients.

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11.8 Data should be encrypted when "at

rest" on server.

C

11.9 Ability to support enhanced security

features such as two-factor authentication

C

12 Technical Requirements

12.1 System interfaces shall be compliant

with section 508 standards of the Americans with Disabilities Act (ADA)

C

12.2 Network Security: Contractor shall at

all times to maintain network security that at a minimum includes network firewall provisioning, intrusion detection, and regular (two or more annually) third party vulnerability assessments. Likewise, Contractor shall maintain network security that conforms to generally recognized industry standards and best practices that Contractor applies to its own network.

C

12.3 Solution may incorporate Single sign

on (SSO) functionality.

HD

12.4 System must be available 24 hours

per day, 7 days a week, 365 days per year except for scheduled maintenance windows.

C

12.5 System vendor should schedule and

announce routine maintenance windows at least two weeks prior to system maintenance.

C

12.6 Non-routine (Emergency)

maintenance should notify the client within 15 minutes.

C

12.7 Vendor should provide a plan for

backup, recovery, and disaster recovery

Appendix C