Title
An Ordinance approving the award of RFP No. 2019-023 for the Interactive Voice Response System and Utility Payment System upgrade to Paymentus Corporation and authorizing the City Manager to execute agreements for the same by and on behalf of the City. (F&BC 3-13-19)
Body
Issue/Request:
An Ordinance approving the award of RFP No. 2019-023 for the interactive voice response system and utility payment system upgrade to Paymentus Corporation and authorizing the City Manager to execute agreements for the same by and on behalf of the City.
Background:
The City currently accepts credit card payments made in person, over the telephone, or through the Water Utilities Department website. Water Utilities customers currently make approximately 12,000 payments a month through the existing web-based and interactive voice response (“IVR”) systems, which accounts for thirty-eight percent (38%) of utility payments. Customer expectations continue to increase in terms of payment options, mobility, ease and security.
The City’s currently uses CIS Infinity as the utility billing management system and InfinityLink to manage the online customer portal, which allows pending payment notifications, settlement reconciliations, transaction management and outbound notifications. The City has the following three major concerns with the current system:
1. IVR System is located on a physical server that is being phased out by the vendor due to age and functionality. This system is limited to four phone lines.
2. WEB/IVR payments are processed using two different software solutions that use the City’s payment gateway to interact with merchant services. These systems occasionally have down times, which create issues with payments that time-out, duplicate entries, and increase costs in processing and reconciliations.
3. Limited functionality in both systems. The 4-line limitation of the current IVR result in busy signals for customers during peak times and limits ...
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