State of Missouri Office of Administration, Division of Purchasing

Request for Proposal (RFP) for Statewide E-Payment Services

PROPOSAL DUE NO LATER THAN: FEBRUARY 11, 2026

AT 2:00 PM CENTRAL TIME

Proposal response must be submitted electronically through MissouriBUYS, powered by MOVERS, at https://missouribuys.mo.gov.

E-mailed, mailed, courier, or hand-delivered proposal responses will not be accepted.

RFP CONTACT INFORMATION:

BUYER: Madison Lunte

PHONE NO.: (573) 751-8058

EMAIL: Madison.Lunte@oa.mo.gov See “RFP Questions” in Section 1 for appropriate communications during the procurement process.

DELIVER SUPPLIES/SERVICES FREE ON BOARD (FOB) DESTINATION TO THE FOLLOWING ADDRESS:

State of Missouri Various State Agency Locations

ATTENTION:

1. After reviewing the Request for Proposal (RFP), the vendor must complete and return Exhibit A, Proposal Signature Page and all other necessary exhibits.

2. Due to lead times for obtaining the information needed to complete the various Business Compliance Exhibits herein as explained in the RFP’s Vendor Response Exhibits, vendors are encouraged to IMMEDIATELY begin securing these verifications.

3. The vendor must be registered in MissouriBUYS, powered by MOVERS in a “Prospective” or “Spend Authorized” registration status to submit a proposal. The vendor must achieve “Approved” registration status in MissouriBUYS (WebProcure/Proactis) and “Spend Authorized” registration status in MissouriBUYS, powered by MOVERS to be considered for a contract award. Reference Section 5.

RFP Organization:

RFP Vendor Response Exhibits (Return these exhibits with the proposal)

BUSINESS COMPLIANCE EXHIBITS

Separate Documents: The vendor is advised that the separate documents to this document referenced above provide additional requirements, information, and/or instruction. The separate documents must be downloaded from the Division of Purchasing’s MissouriBUYS, powered by MOVERS, website at: https://missouribuys.mo.gov/. The separate documents are downloadable from the same web page where the solicitation document is downloadable. It shall be the sole responsibility of the vendor to obtain each of the separate documents. The vendor shall not be relieved of any responsibility for performance under the subsequent contract due to the failure of the vendor to obtain a copy of the separate documents.

INTRODUCTION AND BACKGROUND INFORMATION SECTION

Introduction:

Purpose: This document constitutes a request for competitive, sealed proposals for the provision of e-payment services as set forth herein.

Titles: Titles of paragraphs used herein are for the purpose of facilitating reference only and shall not be construed to infer a contractual construction of language.

Background and Historical Usage Information:

Section 37.007, RSMo. governs the State of Missouri’s use of credit card, debit card, and other electronic payments. The following provision is included therein: “…State agencies and departments shall not incur any additional fees for utilizing such payment methods.”

In the 2019 Legislative Session, House Bill HB1088 was passed which included the following revision to Section 37.007, RSMo: “…State agencies and departments shall not incur any additional fees for utilizing such payment methods, unless authorized by the commissioner of administration upon a finding that the payment of such fees would result in a positive fiscal impact to the state.”

Current Point of Sale (POS) Equipment - Currently, thirty-one (31) State of Missouri agencies, at various locations, have POS equipment installed, which includes credit card readers. The Department of Agriculture equipment includes check scanners. In fiscal year 2020, the Department of Revenue began using twenty (20) check scanners, and in fiscal year 2025 has processed 14,000 checks. The current POS equipment installed is owned by the current contractor for e-payment services. Upon contract expiration, should a new contractor be awarded the contract, the current contractor will remove the existing POS equipment utilized by the State of Missouri agencies and the new contractor will deploy the necessary equipment to the state agencies.

The majority of State of Missouri agencies use the Pax or Verifone EMV credit card devices. The current contractor for e-payment services provides full P2PE encryption on EMV devices, models S920, A35, P200, P400 and A80. The current contractor for e-payment services deploys the RDM ec96001 AF check scanner for check truncation for the Department of Agriculture, which are stand-alone devices and checks are verified using GIACT services. Additional information regarding the state agencies that use POS equipment and the amounts can be found on Attachment 1.

Currently, there are 1,000 EMV devices installed.

Medical Marijuana- Article XIV, Section 1 of the Missouri Constitution authorizes medical marijuana in the State of Missouri. Article XIV, Section 1 is intended to permit state-licensed physicians to recommend marijuana for medical purposes to patients with serious illnesses or medical conditions and allows “for the limited legal production, distribution, sale and purchase of marijuana for medical use.” Article XIV, Section 1 also imposes certain taxes, fees, fines and penalties on businesses and individuals engaged in those activities. Any related taxes, fees, fines and penalties may be processed by the receipting state agency through the systems and services provided by this contract. Article VIX, Section 1 of the Missouri Constitution can be found at the following link:

http://revisor.mo.gov/main/OneSection.aspx?section=XIV++++1&bid=36215&constit=y

Previous fiscal year e-payment transactions and data are included as Attachment 1, including check returns, credit card charge backs, check NOCs, e-checks and credit card transactions.

For informational purposes, in the past year, there have been less than 350 chargebacks and approximately 21,000 returned checks.

Previous fiscal year e-payment transactions by card type are included as Attachment 2.

Interactive Voice Response (IVR) Usage Information - Below is a list of IVR transactions processed by the Department of Revenue within the last five (5) fiscal years.

Currently, check scanners are in use for scanning checks only (no remittance documents or forms are scanned), a breakout by machine is not readily available, but the number of check scanners in use by the Department of Agriculture and the total checks processed for Calendar Year 2025 are available in Attachment 1 and Attachment 2. Approximately 0.69% of scanned e-checks have been returned during the duration of the current contract.

During Calendar Year 2025, 4,015 calls were logged to the toll-free 24 hours a day; seven (7) days per week automated customer service support number. Calls logged were from both state agency customers and constituents. Both types of callers share the same customer service support number. Calls are not broken down between general connectivity and login issues and payment specific questions. Most business hour call are answered by a live agent.

For informational purposes, the current contractor allows $100 million ACH payments. The highest ACH amount is higher than $10 million.

Currently, there are approximately 15,000 to 20,000 state agency users in the current contractor’s system. The current contractor also supports public authenticated user accounts, which could increase the number of users to exceed 20,000.

Current Contract Information:

A current contract exists for the products and/or services being obtained via this RFP. A copy of the contracts can be viewed and printed from the Division of Purchasing Awarded Bid & Contract Document Search System located on the Internet at: https://purch.oa.mo.gov/bidding-contracts/awarded-bid-contract-document-search. In addition, all proposal and evaluation documentation leading to the award of that contract may also be viewed and printed from the Division of Purchasing’s Awarded Bid & Contract Document Search System. Please reference the Bid number RFPT30034902101366 or the contract number(s) CT211366001 when searching for these documents.

RFP Questions:

Buyer is Single Point of Contact for Solicitation: Vendors and their agents (including subcontractors, employees, consultants, or anyone else acting on their behalf) must direct all of their questions or comments regarding the RFP, the evaluation, etc., to the buyer indicated on the first page of this RFP. It is preferred that questions be emailed to the buyer.

Except as noted herein, vendors and their agents are instructed not to contact any other state employee regarding any of these matters during the solicitation and evaluation process. Inappropriate contacts are grounds for suspension and/or exclusion from specific procurements. Vendors can be sanctioned for unauthorized contact with any evaluator under 1 Code of State Regulation (CSR) 40-1.060(8)(G) and (H) available at http://www.sos.mo.gov/adrules/csr/csr.asp.

Minority Business Enterprise/Women Business Enterprise (MBE/WBE) and Service Disabled Veteran Enterprise certification or subcontract questions should be directed to the Office of Equal Opportunity (OEO) at http://oeo.mo.gov.

Vendor is Responsible for Asking Questions About the RFP: It is the vendor’s responsibility to ask questions, request changes or clarifications, or otherwise advise the Division of Purchasing if the vendor believes that any language, specifications, or requirements are: (1) ambiguous, (2) contradictory or arbitrary, (3) violate any state or federal law or regulation, (4) restrict or limit the requirements to a single source, or (5) restrict or limit the vendor’s ability to submit a proposal.

Vendor Question Deadline: Every attempt shall be made to ensure that the vendor receives an adequate and prompt response. However, in order to maintain a fair and equitable procurement process, all vendors will be advised, via the issuance of an amendment to the RFP, of any relevant or pertinent information related to the procurement. All questions and issues should be submitted no later than ten (10) calendar days prior to the proposal end date and time of the proposals. If not received prior to ten (10) calendar days before the proposal end date and time, the Division of Purchasing may not be able to fully research and consider the respective questions or issues.

State’s Response to Vendor Questions: Upon the Division of Purchasing’s consideration of questions and issues, if the Division of Purchasing determines that changes are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s); absence of such response indicates that the questions and issues were considered but deemed unnecessary for an RFP amendment. All vendors will be advised of any change to the RFP’s language, specifications, or requirements by a formal amendment to the RFP. There will be no posted written records of the questions/communications (i.e., formal question/answer document).

RFP is State’s Only Official Position: The only official position of the State of Missouri shall be that which is contained in the RFP and any amendments thereto.

Amendments:

If the Division of Purchasing determines that changes to the RFP are necessary, the resulting changes will be included in a subsequently issued RFP amendment(s) prior to the proposal end date and time.

Glossary of Terms and Acronyms:

Whenever the following terms and acronyms appear in the RFP document or any amendment thereto, the definitions or meanings described below shall apply.

General Glossary, Acronyms, and Abbreviations:

Agency and/or State Agency means the statutory unit of state government in the State of Missouri for which the equipment, supplies, and/or services are being purchased by the Division of Purchasing (Purchasing). The agency is also responsible for payment, unless otherwise specified herein.

Amendment means a written, official modification to a solicitation or contract.

Attachment applies to all documents which are included with an RFP to incorporate any informational data or requirements related to the performance requirements and/or specifications.

Buyer means the procurement staff member of Purchasing.

Code of State Regulation (CSR) contains the current administrative rules of executive agencies of Missouri government. The regulations are arranged by agency rather than by subject.

Contract means a legal and binding agreement between two or more competent parties, for a consideration for the procurement of equipment, supplies, and/or services.

Contractor means a supplier, offeror, person, or organization who is a successful vendor as a result of an RFP and who enters into a contract.

Exhibit applies to forms which are included with an RFP for the vendor to complete and submit with their proposal prior to the specified end date and time.

May means that a certain feature, component, or action is permissible, but not required.

Must means that a certain feature, component, or action is a mandatory condition.

Party refers to either the State of Missouri or the contractor as an entity that may enter into a contract pursuant to the terms herein.

Pricing Page(s) applies to the form(s) on which the vendor must state the price(s) applicable for the equipment, supplies, and/or services required in the RFP. The pricing pages must be completed and submitted by the vendor with the proposal prior to the specified proposal end date and time.

Proposal End Date and Time and similar expressions mean the exact deadline required by the RFP for the receipt of sealed proposals.

Purchase Order means the authorized document issued by the state agency to the contractor indicating descriptions, quantities, and agreed prices for products and/or services.

Reasonable, Necessary or Proper as used herein shall be interpreted solely by the State of Missouri.

Request for Proposal (RFP) means the solicitation document issued by Purchasing to potential vendors for the purchase of equipment, supplies, and/or services as described in the document. The definition includes the following sections: Introduction and Background Information; Scope of Work; Terms and Conditions (“terms and conditions” and “Terms and Conditions” are used interchangeably throughout the RFP); General Contractual Requirements; and Vendor Submission, Evaluation, and Award Information; and the RFP Vendor Response Exhibits, Attachments, and Amendments of the RFP.

RSMo (Revised Statutes of Missouri) refers to the body of laws enacted by the Legislature which govern the operations of all agencies of the State of Missouri. Chapter 34 of the statutes is the primary chapter governing the operations of Purchasing.

Shall has the same meaning as the word must.

Should means that a certain feature, component and/or action is desirable but not mandatory.

State collectively referring to the state government and/or the agencies thereof.

Supplier has the same meaning as the word, vendor.

Vendor means the supplier, offeror, person, or organization that responds to an RFP by submitting a proposal with prices to provide the equipment, supplies, and/or services as required in the RFP document.

Technical Glossary:

Contractor’s Documentation means the documents submitted with the vendor’s response that contain requirements and/or terms and conditions from the software manufacturer/cloud services provider. Examples of contractor’s documentation may include, but not limited to, hosting services agreements, service level agreements, license agreements, usage agreements, and cloud service providers’ cloud services end user terms.

License the granting of the right to access the system.

Platform-as-a-Service (PaaS) means the technical delivery model for the solution whereby software and hardware are centrally hosted and managed in a dedicated, single tenant off-premise infrastructure. The software should be licensed via a subscription. For this RFP, the PaaS model also includes comprehensive managed application services for all system and business applications and tools.

Software-as-a-Service (SaaS) means the technical delivery model for the solution whereby software is provided as a service via a subscription model and centrally hosted and managed in a cloud infrastructure. References to “License” for SaaS software references the software subscription service.

Solution means the primary software solution, any third-party software, tools and utilities, and the supporting infrastructure in a SaaS or PaaS environment that collectively represents the offering proposed to meet the state’s requirements as specified in this RFP.

System has the same meaning as “solution”.

Note: The terms “solution” and “system” are both used in the RFP to reference the overall solution required by the state. For the purposes of this RFP, the terms should be considered to be interchangeable.

State Agency Acronyms: For purposes of the contract, a state agency shall be defined as a division, section, bureau, office, program, board, regional/district office, etc., that exists within a department of Missouri State Government. For the purposes of this document, this shall also include the Judicial and Legislative branches of the State of Missouri.

AG Missouri Attorney General DCI Missouri Department of Commerce and Insurance DED Missouri Department of Economic Development DESE Missouri Department of Elementary and Secondary Education DHEWD Missouri Department of Higher Education and Workforce Development DHSS Missouri Department of Health and Senior Services DMH Missouri Department of Mental Health DNR Missouri Department of Natural Resources DOC Missouri Department of Corrections DOLIR Missouri Department of Labor and Industrial Relations DOR Missouri Department of Revenue DPS Missouri Department of Public Safety DSS Missouri Department of Social Services GA General Assembly: Missouri House of Representatives and the Missouri Senate GO Missouri Governor’s Office ITSD Missouri OA Information Technology Services Division JUD Missouri Judiciary LTGO Missouri Lieutenant Governor’s Office MDA Missouri Department of Agriculture MDC Missouri Department of Conservation MoDOT Missouri Department of Transportation MSPD Missouri State Public Defender OA Missouri Office of Administration SAO Missouri State Auditor’s Office SOS Missouri Secretary of State STO Missouri State Treasurer’s Office

Accuracy of Background Information:

Although an attempt has been made to provide accurate and up-to-date information, the State of Missouri does not warrant or represent that the background information provided herein reflects all relationships or existing conditions related to this RFP.

****END OF INTRODUCTION AND BACKGROUND INFORMATION SECTION****

SCOPE OF WORK SECTION

General Requirements:

The contractor shall provide e-payment services, including but not limited to, merchant card, debit card, check conversion and other electronic payment processing services for various state agencies in Missouri (hereinafter referred to as the state agency) in accordance with the provisions and requirements stated herein and to the sole satisfaction of the state agency.

For purposes of the contract, a state agency shall be defined as a division, section, bureau, office, program, board, regional/district office, etc., that exists within a department of Missouri State Government. For the purposes of this document, this shall also include the Judicial and Legislative branches of the State of Missouri.

The contractor shall understand and agree that state agencies’ service requirements, equipment requirements, script requirements, file requirements, data records and reports, receipting requirements, etc. will vary. The contractor must partner with each individual state agency’s liaison to ensure the services required for each individual state agency are met in accordance with the requirements listed herein.

The contractor must process payments related to Medical Marijuana as authorized by Article XIV, Section 1 of the Missouri Constitution. The contractor shall understand and agree the State of Missouri collects license fees, inspection fees, and taxes from individuals and businesses that may be involved in this industry. The State of Missouri does not separately identify any licenses, fees, taxes, or other payments received related to this industry or individuals involved in it. There are no Medical Marijuana products sold by the State of Missouri, and the contract will not be used to process payments for the sale of Medical Marijuana products.

The contractor’s e-payment services shall be available twenty-four (24) hours per day, 365 days per year. The State of Missouri understands and agrees to allow down time for scheduled maintenance. However, scheduled maintenance shall not occur during the following timeframes:

Between the hours of 5:00 AM and 11:00 PM Central Time, or between April 10th and April 17th of any year; and

Any scheduled Missouri State Fair dates in August, which is typically eleven (11) days, or any other dates reserved for the Missouri State Fair of any year.

The contractor must develop a distribution list of state agency personnel users and notify designated state agency personnel users of the contractor’s system outages and planned maintenance.

The contractor shall understand and agree each state agency will identify a state agency liaison to serve as the state agency contact. The state agency will provide the telephone number and email address of the assigned liaison to the contractor. The contractor shall report to and follow the state agency liaison’s instructions.

The contractor shall understand and agree that all meetings between the state agencies and the contractor must be held at the offices of the state agency unless otherwise agreed upon.

Mandatory Use of Contract: The contractor shall provide services on an as needed, if needed basis. The State of Missouri does not guarantee any usage of the contract whatsoever. However, any state agency needing the services shall be required to use the contract unless an exemption is granted by the Division of Purchasing. In addition, the contractor shall understand and agree that the contract shall not be construed as an exclusive arrangement and if it is in the best interest of the State of Missouri and approved by the Division of Purchasing, a state agency may obtain alternate services elsewhere.

Cooperative Procurement Program: The contractor shall participate in the State of Missouri’s Cooperative Procurement Program. The contractor shall provide the products and/or services as described herein under the terms and conditions, requirements, and specifications of the contract, including prices, to other government entities in accordance with the Technical Services Act (section 67.360, RSMo, which is available on the internet at: https://revisor.mo.gov/main/OneSection.aspx?section=67.360&bid=2758&hl=). The contractor shall further understand and agree that participation by other governmental entities is discretionary on the part of that governmental entity and the State of Missouri bears no financial responsibility for any payments due the contractor by such governmental entities. The following website identifies the current members of the Cooperative Procurement Program: https://purch.oa.mo.gov/media/pdf/cooperative-procurement-program-members-listing.

Other Agencies May Order: The Division of Purchasing reserves the right to allow other state agencies and government entities (e.g. cities, counties, etc.) to order from the contract. The State of Missouri shall bear no financial responsibility for any payments due the contractor by non-state governmental entities (e.g. cities, counties, etc.).

Contractor’s Obligation: Unless otherwise specified herein, the contractor shall furnish all material, labor, facilities, equipment, and supplies necessary to perform the services required herein.

Contractor Requirements:

The contractor should have a minimum of five (5) years of experience providing e-payment services to state government agencies of similar size to the State of Missouri, private entities can be substituted if the private entity is of similar size and activity to the State of Missouri.

The contractor shall meet all requirements outlined in the Payment Card Industry Data Security Standard (PCI DSS) and Cardholder Information Security Program (CISP) found at the following website: https://www.pcisecuritystandards.org/documents/PCI_DSS_v3-2-1.pdf?agreement=true&time=1587566783846

The contractor must be Payment Card Industry (PCI) compliant as regulated by MasterCard and VISA.

Team Qualifications:

The contractor should provide a leadership team oversee the contractor’s system and services.

The contractor’s leadership team should have a minimum of five (5) years of experience providing e-payment services to state government agencies of similar size to the State of Missouri, private entities can be substituted if the private entity is of similar size and activity to the State of Missouri.

Account Manager: The contractor shall define a single point of contact who will serve as the Account Manager for adding or removing e-payment services for state agencies.

The Account Manger should have a minimum of two (2) years of experience providing e-payment services to state government agencies of similar size to the State of Missouri, private entities can be substituted if the private entity is of similar size and activity to the State of Missouri.

The Account Manager or an employee designated by the Account Manager shall serve as the state agencies’ contractor liaison until the completion of an account is set-up (in which case, the Customer Service Representative will take over).

The Account Manager shall ensure the process for adding or removing a state agency is processed smoothly and that all product and technical requirements are met in accordance with the requirements herein.

Customer Service Representative: The contractor shall provide one single point of contact to serve as the Customer Service Representative for the Office of Administration, Information Technology Services Division (ITSD) and all other state agency personnel.

The Customer Service Representative should have a minimum of two (2) years of experience providing e-payment services to state government agencies of similar size to the State of Missouri, private entities can be substituted if the private entity is of similar size and activity to the State of Missouri.

Data and System Manager: The contractor shall define a single point of contact who will serve as the Data and System Manager for supplying transaction and data exchange reports per state agency.

The Data and System Manager should have a minimum of two (2) years of experience providing e-payment services to state government agencies of similar size to the State of Missouri, private entities can be substituted if the private entity is of similar size and activity to the State of Missouri.

The Data and System Manager or an employee designated by the Data and System Manager shall serve as the single point of contact that assists the state agency with any system issues, outages or connectivity issues twenty-four (24) hours a day, seven (7) days a week.

The Data and System Manager shall be responsible for managing the interface processes between the contractor and the responsible state agency for validation of state agency users of the contractor’s system.

The Data and System Manager shall also be responsible for receiving and processing data files from state agencies collecting and securing the payment data internally.

The Data and System Manager shall ensure that the application supporting Interactive Voice Response is always functioning properly and that Automated Clearing House (ACH) files are properly formatted.

The contractor shall understand and agree that the state agency reserves the right to request any of the contractor’s personnel assigned to provide the services be removed without just cause. The contractor shall understand and agree that the state agency will allow the contractor a reasonable time to find a replacement. The state agency shall approve all replacement personnel. The state agency reserves the right to require background checks and non-disclosure agreements (NDA) of selected contractor personnel, at the contractor’s expense.

Background Checks: Prior to providing services under the contract, the contractor must ensure personnel (including any third-party personnel) pass standard background checks equal to those required by the State of Missouri for employees, and if required by the state to address an audit, the contractor must attest whether all applicable employees passed background checks performed in accordance with the contractor’s standard background check process. The contractor shall be responsible for all costs associated with background checks. The state agency reserves the right to require the contractor to provide evidence of employees and all sub-contractors and their employees passing a background check. Link to MSHP Criminal Record Check website: http://www.mshp.dps.missouri.gov/MSHPWeb/PatrolDivisions/CRID/crimRecChk.html. The standard background check shall be a nationwide fingerprint check through Missouri State Highway Patrol completed at a frequency determined by the state.

Contact Person: The contractor shall designate a contact person who shall serve as the contractor’s contact and shall be the liaison between the contractor and the state agency by no later than five (5) business days after authorization to proceed.

E-Payment System and Services Requirements:

The contractor shall establish an unlimited amount of merchant numbers or comparable identifiers for the State of Missouri as determined by each state agency, in consultation with the contractor. The contractor shall understand and agree merchant numbers or comparable identifiers shall be created based on the location, transaction type, and reporting needs of each state agency accepting such payments as required herein.

The contractor shall understand and agree that the State of Missouri shall have the right to identify the brands of cards and forms of payments that shall be accepted for the application. The contractor shall accept, at a minimum, American Express, VISA, MasterCard, Discover, debit cards and e-checks. The contractor shall understand and agree the brands of cards required may vary upon each state agency’s needs.

The contractor shall collect and pass on contact information for each merchant ID established consisting of state agency name and contact phone number to be printed on each customer’s credit card or bank statement. The state agency will work with the contractor for approval of abbreviations to be printed on statements.

The contractor’s system shall only allow state agency administrators or contractor personnel the ability to add or delete state agency personnel as users, to assign new state agency personnel as users, and update state agency personnel user profiles. The contractor shall ensure state agency administrators shall have the ability to immediately make changes to state agency personnel user profiles.

In the event the contractor’s system security levels do not allow for state agency administrators to perform the addition, revision, or deletion of state agency personnel users, the contractor must utilize the Account or Customer Service Representative for the addition and deletion of state agency personnel users. The contractor shall understand and agree adding, revising, or deleting state agency personnel users provided by the Account Manager must be completed within two (2) business days or less of the request from the state agency.

The contractor’s system shall allow a state agency to establish advanced or reoccurring payments. The contractor’s system should allow a state agency to establish future or reoccurring payments on one (1) screen.

The contractor must obtain real-time or instant authorization from the customer’s credit/debit card company on each credit/debit card transaction prior to accepting payment.

The contractor shall understand and agree that some state agencies will provide a database of eligible customers to the contractor for validation of the transaction. For each state agency that requires validation of a transaction, the contractor shall validate the customer before a payment is accepted for processing.

The contractor shall understand and agree the state agency provided database will contain an identifying number or data field to validate the customer. Validation methods vary between state agencies and each agency selects criteria for validation/authentication and the data displayed.

The state agency validation method is typically an account number, SSN, tax identification or other type of identifying number.

Upon the request of a state agency, the contractor shall provide the ability to create tokens for all of a state agency’s existing installment payment accounts. The contractor shall also create a token for all new installment payment accounts. Installment payment accounts may include one or several payment(s) made over a fixed period of time to the state agency. The tokens created by the contractor shall be used as identifiers of a customer in lieu of a state agency storing credit and debit card information. The state agency will store the token and will send it to the contractor in a batch file to retrieve and process payments or may process it online through the contractor’s system. Taxpayers/customers should also have the option of using the token when paying online or via the IVR.

The contractor shall understand and agree the token described herein is a unique identifier that is exchanged between the contractor’s system and the state agency systems to tie transactions together without the inclusion of sensitive credit card information. The contractor shall understand and agree existing tokens do not obtain expiration dates.

The token created by the contractor shall be used as an identifier to define the secure storage of credit card or other sensitive information to conform with security and PCI DSS standards.

The token created by the contractor shall be stored at the state agency level as a representation of the payment data, contains no sensitive data, and alleviates exposure to PCI DSS or other industry security standards.

The contractor shall have the ability to establish multiple tokens identifying different card types or payment instructions per payment account.

The state agency will not collect, exchange, or store Primary Account Number (PAN) information. The contractor must collect the PAN information, replace the information with a token, and provide the token to the state agency.

The contractor shall deposit payments received into the designated State bank account(s) via ACH. Prior to implementation of services with a state agency, State bank account(s) and routing information will be provided and verified by the STO or DOR, as applicable. The contractor shall understand and agree that each merchant number may deposit to unique banking information.

The contractor shall abide by all operating rules and regulations of the card associations, processing networks, and other parties/entities governing the services provided under this contract and shall be liable for any and all violations of such when state agencies follow procedures established by and in conjunction with the contractor. ACH transactions shall be authorized and initiated in accordance with National Automated Clearing House Associations (NACHA) Rules. The contractor is responsible for producing the transaction authorization as outlined in the NACHA Rules for all internet (WEB) and telephone (TEL) initiated transactions processed.

The contractor shall disclose on WEB initiated transactions processed if e-check is selected, that a pre-note, micro-deposit, or account validation, at no additional cost to the state agency or taxpayer, will process first to the account and that the live ACH debit for the payment will process in timeframe identified in the contractor’s awarded proposal.

The contractor must accommodate customers using credit/debit cards multiple times a day for identical transactions. (i.e. some agency programs experience customers requesting identical items be shipped to multiple recipients resulting in several identical transactions).

The contractor shall block payments by customers when the state agency has received more than two (2) dishonored payments. Each state agency reserves the right to increase or decrease the number of dishonored payments, by program, before that customer’s future payments are blocked. The state agency will work with the contractor to properly identify the blocked customer and provide the information needed by the contractor. The contractor shall understand and agree the amount of time to block payments would depend on the customer’s history. The block payment may be effective for a limited time (i.e. 1-3 years), but if the customer submits another dishonored payment, the state agency may make the block payment indefinite.

Implementation Requirements:

The contractor shall be prepared to begin implementation services after the authorization by a state agency to proceed with services. The contractor shall understand and agree that implementation shall be performed on an individual agency basis. The contractor’s services should be fully implemented in all agencies requesting service within six (6) months after authorization to proceed with services. If the contractor cannot meet the six (6) month deadline (due to volume, amount of equipment, or data implementation requirements, etc.) then the contractor must propose a new firm deadline and the requesting state agency must approve of the deadline.

Due to the nature of the tax season, the contractor shall understand and agree that implementation for the Department of Revenue (DOR) cannot take place during the months of January through mid-June.

The contractor shall attend meetings with state agencies after the authorization to proceed with services to discuss the implementation and contract roll-out process. The contractor shall understand and agree that such meetings shall be held at the state agency’s desired location, including virtually, at no additional cost to the state.

The contractor shall provide a clearly defined process or checklist that state agencies should follow in order to implement all services required herein.

Upon the request of a state agency and prior to implementation and providing service, the contractor shall notify the contract administrator for ITSD and shall verify account and routing information with the State Treasurer’s Office (STO) or the DOR (contact information with the contract administrator for ITSD, and the STO and DOR will be provided to the contractor upon contract award).

The contractor shall provide to the ITSD and the state agency requesting services, a detailed project and implementation plan mutually acceptable to the state and the contractor prior to beginning work. In the event of conflict, the ITSD’s decision shall prevail. The contractor’s failure to meet mandatory implementation timeframes may be considered a breach of contract.

The contractor shall provide weekly status reports to the ITSD and the state agency requesting services throughout any new implementation. The state agency will determine who their ITSD contact is and will communicate that to the contractor for implementation purposes.

Technology Requirements:

The contractor’s system must be housed on the contractor’s server. At no point during the life of the contract shall the State of Missouri servers be utilized for contractor provided services.

The contractor shall maintain a secured website that allows state agencies to request data (i.e. standard and/or customizable reports) via an internet search portal that can be easily exported into an Excel document for agency use.

While following the PCI DSS standards and CISP, the contractor must ensure the contractor’s system shall:

Use data encryption while data is in transit;

Use data encryption while data is at rest; and Only retain data encryption at rest to the minimum period needed.

The contractor shall capture and retain the IP address on every internet transaction to be made available upon request by an agency for fraud investigation purposes.

E-Payment and Services Fee Requirements:

Convenience Fee:

The contractor may collect a convenience fee from each customer paying by electronic means included in the contract for the processing charges incurred for the transaction. The convenience fee shall be stated on the receipt, and shall be the total charge to the customer for the transaction. Unless stated in response to Exhibit C, Pricing Pages, the contractor shall not charge cardholders any other fees for processing transactions.

The contractor shall clearly list and explain the nature of the convenience fee on all applicable screens, receipts, and other locations so that customers understand the convenience fee is not a fee assessed, collected, or retained by the state agency. The list and explanation of the nature of the convenience fee to be included on all applicable screens, receipts, and other locations must be approved by the state agency.

The contractor shall allow each state-contracted license office to process an e-check transaction to remit their cash collections to the DOR without applying a convenience fee to the transaction for one ACH transaction per day. The contractor shall understand and agree not all state-contracted license offices utilize this option. Currently, ninety-one (91) state-contracted license offices remit their cash collections in this manner on a daily basis, and separate payment types are used to identify each state-contracted license office. The contractor shall understand and agree the state-contracted license offices may use e-checks, personal or business checks, money orders, or cashier checks to remit the cash collections to the DOR.

The contractor shall not apply multiple convenience fees per transaction.

The contractor shall be able to set-up convenience fees assessed and transaction fees invoiced as required by a state agency on a case-by-case basis. The contractor shall understand and agree that any transaction fee invoice agreements must be approved by the Office of Administration, Division of Accounting prior to any fees being invoiced. The state agency shall be responsible for obtaining the approval prior to accepting an agreement with the contractor. The state agency reserves the right to choose either the convenience fees assessed, transaction fees invoiced, or both as options for accommodating the state agency’s service needs. The default option is a convenience fee assessed to the customer by the contractor.

Returned Check Fee:

In the event a customer submits a payment and the payment is returned by the financial institution due to insufficient funds or otherwise, the contractor shall be allowed to implement a returned payment charge to accommodate the contractor for the inconvenience.

The returned check fee imposed by the contractor shall not exceed the amount of twenty-five dollars ($25.00). If required by the state agency, the contractor shall include language on the contractor’s website and in the Interaction Voice Response (IVR) script to prompt the customer to agree to the returned check fee.

E-Payment System and Service Payment Requirements:

Contractor Website Payments:

The contractor shall provide a website to accept payments by credit card, PIN-less debit card, and electronic funds withdrawal such as ACH debit and electronic check.

The contractor’s website must be accessible as a “click-through” from the state agency’s website when the customer is ready to pay. The contractor shall supply the state agencies with the necessary code to accomplish this. The contractor’s system shall allow for a seamless integration with existing state agency systems for reporting and settlement.

The contractor shall provide secure access to electronic payment processing services from mobile platforms such as smart-phones via a mobile version of the contractor’s website.

The contractor shall collect and secure the payment-related data provided by the customer, as well as any other transaction or customer-related data collected by the contractor or passed along by the state agency when the customer arrives at the contractor’s website.

The contractor shall design the website in conjunction with the participating state agencies and the contractor may “brand” the site in a manner acceptable to the state agencies.

The contractor’s website shall have a minimum access rate of at least 95% measured over twelve (12) consecutive months. The contractor’s access rate shall be defined as the percentage of customers successfully accessing the website on the first attempt. If requested by a state agency, the contractor shall provide a quarterly report of the access rate within a reasonable amount of time during the duration of the contract.

The contractor’s system must be capable of multiple payments per session to allow customers to make a variety of tax and/or fee payments in the same visit, eliminating the need to re-enter contact information for each payment. (i.e. the customer renews their license plate, and makes a donation to a specific fund within the same transaction.)

The contractor shall confirm payment by e-mailing and/or texting customers verification of payment and shall provide customers the option of returning to the contractor’s website at any time to confirm that the payment was submitted.

In the event that the contractor applies updates or changes to the contractor’s existing system, the contractor shall provide examples of various methods of interfacing with the contractor’s updated system and verification of a transaction, including the following:

An interface the contractor has developed and hosts that allows a state agency to do branding or customizations for the look of the contractor’s website.

An Application Program Interface (API) that provides documentation on how a state agency would pass the required information over HTTPS to the contractor’s system and then receive back a response or payment confirmation.

· In the event that the contractor applies updates or changes to the existing API, the contractor shall provide a copy of the contractor’s API library that outlines supported functionality, security measures and usage guidelines to all affected state agencies. The contractor’s API library should also include detailed documentation and examples where appropriate, for such common scenarios as single item transactions, event registrations, and shopping cart scenarios by a state agency.

A website that allows existing state agency systems to interface with the contractor’s system.

The contractor must allow extended validation for website visitors to see a Web browser address bar and the organization details in the browser header indicating high security; the website visitor must also see validated organization details in the SSL certificate.

The contractor shall not be required to develop the State’s web applications. The contractor shall understand and agree that state agencies requiring a web application will be required to develop such application through State of Missouri resources in conjunction with the contractor. The contractor shall be responsible for linking the state agency’s web application to the contractor’s system at no charge to the state agency. The contractor shall understand and agree that linking shall consist of providing the state agency everything needed to pass a customer to the contractor and to receive the customer back after payment has been made on the contractor’s website.

Interactive Voice Response (IVR) Payments:

The contractor must accept payments from existing or future IVR applications from state agencies.