HomeMy WebLinkAboutDocumentation_Regular_Tab 06_11/10/2022Agenda Item #6.
Regular Council
STAFF MEMO -D
Meeting: Regular Council -Nov 10 2022
Staff Contact: Jeffery Snyder Department: Finance
Consider Approval to Change our Credit Card Interchange Process Company to InvoiceCloud.
The Village's current credit card interchange processing company is Point & Pay, LLC.
Due to system outages and an increase in customer complaints Village Staff began
looking at the only other alternative company that works seamlessly with our Enterprise
Resource Planning System (ERP) BS&A, InvoiceCloud. This company boasts an
easy -to -use payment experience that customers expect based upon doing business
with Fortune 100 Companies. Which Village Staff found to be a definite enhancement
for our customers.
Village staff including representatives from Finance, Utilities, and Building found this
system to be easy to use, allowing for additional payments methods including Apple
Pay, Google Pay, Venmo, and PayPal besides all major credit cards Visa, MasterCard,
American Express, and Discover. This was unanimously agreed to be a better solution
than the current processor.
The Village currently pays approximately $36,000 per year for the current service. It is
anticipated that the Village will pay approximately the same amount using the
InvoiceCloud services. The upside of the Invoice Cloud is the use of their system has,
on average, increased the paperless billing by an average of 2.8 times current
paperless usage. This change will save us between $4,000 and $6,000 annually.
Currently we have 801 customers utilizing paperless billing. We anticipate expanding
from approximately 12% of our customers to 25% of our customers due to the
enhanced payment methods.
This document and any attachments may be reproduced upon request in an alternative format by
completing our Accessibility Feedback Form, sending an e-mail to the Village Clerk or calling 561-768-
0443.
PROJECT NAME: BUDGET: $36,000 ENCUMBERED: $0.00
Proposed: Projected Remaining:
Page 120 of 475
Agenda Item #6.
$36,000 $36,000
PROJECTED TOTAL: $36,000
POTENTIAL M9TION / DIRECTION REQUW-EDj--d
Village Staff recommends that Village Council approve the request to change our Credit Card
Interchange Processing Company to InvoiceCloud and authorize staff to enter into their service
agreement.
ATTACHMENTS: ja
BOF Final Tequesta
Tequesta Village SOW
Page 121 of 475
Agenda Item #6.
0
Invol,c-eCloud""
Biller Order Form
SALES INFORMATION
IC Sales Rep Greg Cantor Vertical Local Gov (Util, Tax, Misc)
Order Date 11/1/2022-T Billing Software BS&A Software
BILLER INFORMATION
Ownership Type
Government
Legal Name
Village of Tequesta
Address 1
345 Tequesta Dr
Address 2
City
Tequesta
State I FL ZIP 1 33469
BILLER CONTACT
Primary Contact Name
Phone
Email Address
SIGNING AUTHORITY
Name
Phone
Jeffery Snyder
561-768-0424
jsnyder@tequesta.org
Jeremy Allen
561-768-0463 Fax
Phone 5615756210
Website URL https://www.tei
Bus. Open Date
Federal Tax ID
*Federal Tax ID and Legal Name must match
Title Village Manager
Email Address jallen@tequesta.org
BILLER BANK ACCOUNT (FOR INVOICE CLOUD AND NETWORK FEES, AND AS PROVIDED IN THE BILLER AGREEMENT)
Note: Must include voided business check or bank letter for each unique account
Billing Method Monthly Invoice
Routing # Last 4 Acct #
PAYMENT METHODS ACCEPTED
Payment Methods I [American Express] [VISA/Mastercard/Discover] [PayPal] [ACH/EFT]
Agenda Item #6.
Shipping Address
(if different than location
addrP-,sl
DATA RETENTION 0
Months to Keep 24 *Additional Fees apply if greater than 24 months
IMPLEMENTATION CHARGES
Description Interval Cost
Implementation (per SOW) One -Time $0.00 (WAIVED)
NOTES/SPECIAL HANDLING
[signature page follows]
Page 123 of 475
Agenda Item #6.
CERTIFICATION AND AGREEMENT
A. By signing below, the Biller hereby ratifies its authorization for Invoice Cloud, Inc. ("Invoice Cloud") to execute debit/credit entries to the Biller Bank Account(s)
indicated above at the depository financial institution(s) named above and to debit/credit the same such account(s). The Biller acknowledges that the
origination of ACH transactions to its account(s) must comply with the provisions of U.S. law. This authority is to remain in full force and effect until (i) Invoice
Cloud has received written notification (by electronic or U.S. mail) from the Biller of its revocation in such time and manner as to allow Invoice Cloud a
reasonable opportunity to act on it, but not less than 10 business days notice; and (ii) all obligations of the Biller to Invoice Cloud that have arisen under this
Agreement and all other agreements have been paid in full. The Biller must also notify Invoice Cloud, in writing, (by electronic or U.S. mail) when a change in
Biller Bank Account account number(s) or bank has occurred at which time this authorization shall apply to such new/changed Biller Bank Account. This
notification must be received no less than 10 business days in advance of any change. A fee will be charged for any returned or rejected ACH debits.
B. By signing below, the Biller named: (1) has read, agreed to, ratifies the Biller Agreement, Biller T+Cs (referenced in the Biller Agreement) and other Order Forms
previously executed by the Biller, and (2) certifies to Invoice Cloud that he/she is authorized to sign this Order Form; (3) certifies that all information and
documents submitted in connection with this Order Form are true and complete; (4) authorizes Invoice Cloud or its agent to verify any of the information given,
including credit references, and to obtain credit reports ; (5) agrees to pay the Monthly Access Fee through the last day of the month following the effective
date of termination as provided in the Billing Agreement; (6) agrees that Biller and each transaction submitted will continue to be bound by the Order Form and
the Biller Agreement in its entirety and any new agreement forms executed herewith; (7) agrees that Biller will submit transactions only in accordance with the
information in this Biller Order Form and Biller Agreement and will immediately inform Invoice Cloud, by email (contracts@ invoicecloud.com) if any information
in this Order Form changes, and (8) In the event of non-payment of any sums due, Invoice Cloud reserves the right to withdraw such sums from the Biller Bank
Account at any time to ensure payment of the same.
C. Pay by Text: Standard data rates and text messaging rates may apply based on the payer's plan with their mobile phone carrier. Payer can opt out of text
messaging at any time with Invoice Cloud. Partial payment or overpayment is not supported. Biller may not use the service for activities that violate any law,
statute, ordinance or regulation.
D. This Biller Order Form will become effective only when signed by Invoice Cloud.
In WITNESS WHEREOF, the parties have executed this Agreement as of this day
Accepted by Biller: Accepted by Invoice Cloud, Inc.:
X X
��._ U '
Corporate Officer/Authorized Official Corporate Officer
Jeremy Allen Kevin W. O'Brien
Printed Name Printed Name
Village Manager � President
L
Title Title
Accepted by Biller; Accepted by Biller;
X
Corporate Officer/Authorized Official Corporate Officer/Authorized Official
Keith Davis Lori McWillams
Printed Name Printed Name
Village Attorney Village Clerk
Title Title
Page 124 of 475
Agenda Item #6.
Invoice Cloud
Statement of Work
Village of Tequesta
Overview
The Invoice Cloud (IC) suite of services (The Service) will give the Village of Tequesta (Biller) and its customers the
ability to accept online payments for invoiced and non -invoiced items. The Service will allow the Village of
Tequesta to offer online payment processing in a securely hosted real-time environment. Customers will be able
to locate, view and print bills or invoices and payment records online and pay using credit cards, debit cards, and
electronic checks.
Ilafinitinnc-
1. Biller — Merchant / Village of Tequesta
2. Payer — Client customer, resident, person paying a bill or invoice
3. EBPP — Electronic Bill Presentment & Payment
4. Bill — Bill and Invoice are used synonymously throughout this document
5. RTDR - Real -Time Data Refresh — collects and aggregates the data as soon as a user accesses a specific
function
6. NTDR — Near -Time Data Refresh — integration that happens periodically; the data is collected immediately
but it is not aggregated until later — data can be processed every day, every hour or even every few
minutes
1. Security and Industry Compliance
Invoice Cloud maintains full compliance with current applicable Payment Card Industry (PCI) standards,
Cardholder Information Security Program (CISP) regulations and National Automated Clearinghouse
Association (NACHA) rules and guidelines. Invoice Cloud will abide by such guidelines for the security of all
cardholder data that Invoice Cloud possesses.
a. PCI - Invoice Cloud will provide compliant storage of Biller's customer payment information that is
certified by Visa/MasterCard. Data security measures are addressed during collection and
transmission via SSL with our patent pending encryption technology. All confidential information will
be treated in accordance with the PCI standards.
b. Software as a Service (SaaS) Architecture — All Biller customer financial and payment information
and the invoice presentment and payment processing application is housed offsite from Biller.
c. Browser Compatibility - Invoice Cloud supports the most current version of the industry's most
common browsers.
2. Data Integration
Invoice Cloud does maintain an integration with BS&A. The integration for the Village of Tequesta will include
the functionality found in Appendix B.
3. Payer Portal
The Payer Portal is an electronic bill presentment and online payment portal where a Biller's customer (Payer)
can view a bill and then proceed, within the same user interface, to make an online payment.
a. Invoice Cloud will present bills electronically through a payer portal that is branded for Biller or via an
email notification, if the Payer provides an email address.
b. The electronic invoice presentment will simulate the paper invoice Biller uses and will be available in
PDF and/or html format.
c. The Service may provide the Payer the option of making a payment via credit card (Visa, MasterCard,
American Express and Discover) or electronic check (also referred to as ACH, e-check, EFT).
IC Confidential - Tequesta Village SOW Biller
Page 125 of 475
Agenda Item #6.
d. The Service provides the Payer a one-time online payment option without registration, and the
capability to register to access Payer's account history, schedule a payment, or set up AutoPay
payments.
e. A Payer will have the ability to choose their payment date (also known as scheduled payments).
f. The system will accept partial, full, or overpayments as defined by the Biller.
g. The Payer will register with the Service using the authentication method designated by Biller.
h. Linking Accounts - After registering with the Service, the Payer will be able to login into their
account(s). If the Payer has multiple accounts and uses the same authentication information for all
accounts, the Payer will be able to link their account and view from a single registration. The Payer
will then have the option to choose which account they would like to pay or view in further detail.
i. The Payer will receive an email confirmation of payment after any payment process.
j. The Payer will have the ability to search and access historical bills once they register with the Service.
The Service will store twenty-four (24) months of rolling history from the point of Biller's first invoice
file upload to the Service. This includes invoice history and account history.
k. Biller has the option of allowing the Payer to pay via different payment methods which include
online, IVR, IC Biller Portal, Pay by Text, CloudCSRConnect and Cloud POSConnect.
I. Payers who have scheduled a payment or registered for AutoPay will receive email notification from
the Service of pending payments.
m. The Service includes shopping cart functionality.
n. The Service will allow the Payer the option to elect paperless billing.
o. A Payer registered for paperless billing will be automatically placed back on paper billing if their email
address is undeliverable; notification of the Payer's undeliverable email address will be sent to Biller
via email.
p. The Service complies with Federal E-Signature Act for paperless billing and AutoPay by providing a
system in which a Payer must confirm enrollment in paperless billing and/or AutoPay by responding
to an email sent after the Payer registers for paperless billing and/or AutoPay through online self-
service.
4. Biller Portal
The Biller Portal is an administrative portal where Biller staff will have access to reporting, search customers,
search invoices, search payments, initiate payments or credits, login as a Payer, modify email templates, etc.
a. Biller can log in as the Payer on either the Biller or Payer Portal and make a payment on behalf of the
Payer. There is an audit trail for who made the payment, and the source of every payment (CSR, Pay
by Text, AutoPay, Web, IVR, etc.).
b. Biller will have the capability of blocking future payments by specific Payer and payment method type
(i.e. Credit Card or E-Check (ACH).
c. Permissions — The Biller Portal includes a table of role based permissions, determined by the Biller's
System Administrator. Each permission is applied to a user ID on an individual basis to maximize
flexibility. The system administrator can allow or disallow access to functions such as viewing data,
creating reports, resending email notices, processing payments, credits or refunds, editing email
templates and more. Since it is controlled by Biller administrator, changes can be made quickly on an
as needed basis.
d. Administrative Email Notifications - Biller may set up the system to send several administrative
notifications and request system notifications be sent to multiple staff members. This allows different
departments to get the information they need in a timely manner. The notifications include:
• ACH Reject Notifications
• Batch Close Notifications
• Daily Management Report
• File Processing Notifications
• Month End Billing Invoice
• Paperless Customer Email Bounce Daily Report
IC Confidential - Tequesta Village SOW Biller
Page 126 of 475
Agenda Item #6.
• Request System Notifications (this is the ticketing system available in the Invoice Cloud payer
portal).
• Status Notifications (notifications of planned outages, new features, etc.)
e. Biller Controlled Configuration Options — The Biller Portal includes several Biller controlled
configurable options to customize the way payments and customer accounts are handled. The Biller
will be able to configure for:
• allowing Auto -Pay and scheduled payments
• allowing customers to update their phone or mailing address through the payer portal
• allowing customers to pay less than, or more than the balance due based on receivable type
• updating Refund Policy description
• updating customer service phone number
S. Biller Portal - Reporting
Biller can access a selection of pre -configured reports. Biller can request reports for daily, monthly, or date
range activity. Most reports can be exported to excel files or scheduled for download as a custom report, as
indicated by asterisk (*) in the report name. All stored payment data is truncated, and this is reflected in all
reports.
a. Reports:
b. Search Customers*
c. Search Invoices
d. Search Payment Transactions*
e. Monthly Summary
f. Registration Report*
g. Autopay Report*
h. Paperless Report*
i. Data Synchronization History
j. EFT/ACH Rejects*
k. View Scheduled Payments*
I. Invoice File History
m. Import Errors
n . Daily Payments Received*
o. Total Outstanding Invoices
p. Email Notification Summary
q. Email Statistics
r. Email Tracking
s. Bounced Email Report
• Email Statistics
• Email Tracking
• Bounced Email Report
6. Payer Email Notifications
Invoice Cloud provides a set of customizable email notification templates for each invoice type that are
delivered for numerous events surrounding electronic invoice presentment and payment activity. Email
notifications may be customized through the Biller Portal using a Word style editor and options to insert
secure hyperlinks to website, links to electronic documents such as newsletter or bill inserts, and/or variable
fields selected from the Biller's data file.
a. Three (3) email notifications can be scheduled. The first notification is based on the number of days
from the invoice due date. Second and third notifications will only be sent to Payers with an
outstanding balance, not those with a scheduled payment, or Payers who have signed up for Auto -
Pay.
IC Confidential - Tequesta Village SOW Biller 3
Page 127 of 475
Agenda Item #6.
b. At the discretion of Biller, Payer email notifications can be delivered for each of the following events.
• First Invoice Email Notification
• Second Invoice Email Notification
• Third Invoice Email Notification
• Payment Transaction Receipt
• Declined Auto Pay Transaction
• Late Fee Email Notification
• Declined Scheduled Payment Notification
• Registered Customer Welcome Email
• AutoPay Registration Notification
• Paperless Registration Notification
• ACH Reject/Chargeback Notices (with reason codes and descriptors)
• Credit Card Expiration Notification
• Scheduled Payment Confirmation
• AutoPay Reminder Notification
• FlexPay Confirmation Notification
• Scheduled Payment Reminder
• Paperless Off Confirmation
• Online Bank Direct Payment Receipt
• Check 21 Payment Receipt
• Linked Accounts First Notice Notification
• Linked Accounts Second Notice Notification
• Linked Accounts Third Notice Notification
• AutoPay Off Confirmation
• Conveyed Customer Notification
• Multiple Registered Customers Welcome Email
• Recurring Scheduled Payment Confirmation
• Recurring Scheduled Payment Canceled
7. Business Rules
The Invoice Cloud solution is designed for flexibility for customers and Billers. There are many rules currently
available, and we will also undertake the creation of new business rules as we both agree. Each bill type
operates independently and can accept different payment types as well as other business rules. At Biller's
option, multiple business rules can be applied to each bill type. Invoice Cloud provides flexibility regarding
business rules to support specific needs, including:
a. Ability to allow partial payments, over payments, full balance only, or late fees.
b. Ability to allow payments beyond the due date - The service is designed to accommodate Biller
specific business rules like allowing payments beyond their due date.
c. Ability to allow for multiple payment types for one customer for the same bill - The service allows
multiple payment types from one customer for the same bill when partial payments are allowed.
Credit/debit card and a -check (ACH) can be run separately and an unlimited number of remittance
types can be used. For example, a customer can pay part of a bill with a checking account, another
part with a credit card and the remainder with a second credit card of a different type.
IC Confidential - Tequesta Village SOW Biller 4
Page 128 of 475
Agenda Item #6.
8. Implementation Process
Invoice Cloud assigns an Implementations Manager (IM) to each Biller. The IM will be the Biller's primary
contact during the implementation process and coordinates all necessary resources from Biller, Biller software
company, Invoice Cloud, and any sub -contractors. The IM will provide the Biller with the following documents
to facilitate the project:
a. New Biller Questionnaire & Questionnaire Key — Documents critical information needed to setup
and initiate the service including information on business rules and feature selection.
b. Project Timeline — Details project schedule and milestones.
c. Testing & Training Plan — This plan walks the Biller through a set of user acceptance testing criteria
and facilitates training on the service.
9. Support & Training
a. Business Hours — The business hours will be Monday through Friday from 8 a.m. to 8 p.m. Eastern
Standard Time. Note: Biller Support hours are 8 a.m. to 8 p.m. EST. Payer Support hours are currently
8 a.m. to 4 p.m. EST.
b. Help Desk - The Service will provide a helpdesk ticketing system for Biller within the Biller Portal to
get help from Invoice Cloud client support team. This tool will allow Biller to track and retain
resolutions for historical reference.
c. Payer Support — The Payer Support is two tiered with Biller staff as the first line of support regarding
account, registration and billing questions. Issues with the Invoice Cloud service operation or
incorrect credit card charges will be routed to Invoice Cloud Client Support via telephone or a Biller
helpdesk ticket.
d. Biller Support - If Biller encounters an inquiry which they cannot resolve Biller will create a helpdesk
support ticket. Invoice Cloud Customer Support will address the issue and if applicable provide
training to Biller to allow the address of tickets in a timely matter; often within twenty-four (24)
business hours. Biller and technical support is available during business hours.
i. Routine Technical Support - Technical Support is available during business hours. Biller may call
customer support directly; however, the use of the helpdesk ticketing system is encouraged as
the preferred method of contact. Invoice Cloud staff views all tickets as they are submitted and
routes them to the appropriate person for resolution.
ii. Emergency After -Hours Support — The helpdesk service is monitored after business hours and
emergency support issues are addressed within one (1) hour. An emergency support issue is
defined as an issue involving the system being down and inoperable and does not include Payer
payment issues. Biller may request email notification be provided in the event the system is
down and inoperable.
e. Service Enhancements - Most enhancements do not require action on the part of Biller. Upgrades as
agreed are done at the Invoice Cloud server level, so there are no mandatory actions for Biller to
take. Support levels are not affected by enhancements.
f. Biller Training- Biller staff will be guided in how to use the system through in-house training,
documentation, remote live sessions, and access to our client support team.
• All standard training will be done remotely. Invoice Cloud's training personnel will provide
sessions for both Payer and Biller portals for Biller's staff.
• Separate training is conducted for Biller"s technical staff regarding the uploading of bill files and
any other applicable processes.
• Ongoing phone and Go -To -Meeting training will be provided during the first month of use at no
additional cost to Biller.
10. Marketing
Invoice Cloud provides marketing support that our Billers can use to promote the EBPP and IC payment
solutions to its Payers, at no charge. Invoice Cloud's marketing group will schedule a 1-hour conference call to
IC Confidential - Tequesta Village SOW Biller
Page 129 of 475
Agenda Item #6.
review Invoice Cloud's recommended best practices for promoting the service. Sample templates will be
provided for each item and customizations can be made upon request. The marketing collateral that Invoice
Cloud provides may include:
• Bill Inserts
• Newsletters
• Envelope Teasers
• Pay Button Link
• Posters with Acrylic Stands for Payment Counters
• Business card sized take -away cards with QR code
• Local cable/TV station announcement
11. CloudlVRConnectTM
The IC CloudlVRConnect allows Billers to accept payments via our interactive voice response system. It
provides customers with 24-hour access to account status and billing information (total balance due, past due
amount, last payment made, next billing date etc.). The following options are available:
• Provides for a toll -free call and a caller ID number set by the Biller
• Supports messaging in both English and Spanish
• Provides for a customizable initial greeting (includes City/County/Company name) — all remaining
prompts are standard
• Ability to pay with credit card (Visa, MasterCard, Discover, American Express), debit card, or eCheck
(ACH)
• Replays information with Invoice Cloud generated confirmation #
12. CloudSMSConnectTM
The IC CloudSMSConnect allows Billers to accept payments via SMS text messaging. The following options are
available:
• Provides interactive registration and service sign-up confirmation
• Sends notification when new bills are available for payment
• Ability to pay with credit card (Visa, MasterCard, Discover, American Express), debit card, or eCheck
(ACH)
• Allows for payment utilizing a stored -payment method
13. CloudStoreTM
The IC CloudStore allows Billers to accept payments for non -invoiced services like books, t-shirts, etc., fire,
police, building permits, or activity programs. The following options are available:
• Accept electronic check and or credit/debit cards.
• Customer receives immediate email confirmation of payment.
• Department receives email notification of purchase event for instant fulfillment services.
• Ability to apply convenience fees, if required.
• Reporting by service type.
• Linked to Biller branded payment portal.
• Each service type can have its own online registration form.
• Can be setup to accept payments over the counter.
14. Online Bank DireCtTM
The IC Online Bank Direct (OBD) allows Billers to electronically import echeck (ACH) payments initiated from
consumer bank bill sites. The following options are available:
• Auto -matching of payments with open invoices
IC Confidential - Tequesta Village SOW Biller 6
Page 130 of 475
Agenda Item #6.
• Email consumer a payment notification for those customers with an email address on file
• Ability to apply a single payment to multiple invoices
• Custom search capabilities to locate matching invoice(s)
• Electronic deposit of corresponding echecks
This SOW contains many products, services, and payment methods. Only the specific products, services and payment
methods selected by Village of Tequesta, as outlined in the Biller Order Form, are included in the delivery of products,
services, and payment methods.
IN WITNESS WHEREOF, the parties hereto have duly executed this Agreement.
Village of Tequesta Invoice Cloud, Inc.
By: By:_
Printed Name:
Title:
Date:
By:
Printed Nanjie;
Title:
Printed Name: Kevin O'Brien
Title: President
Date: 11/1/2022
By:
Printed N.arne:
Title:
Date:
IC Confidential - Tequesta Village SOW Biller 7
Page 131 of 475
Agenda Item #6.
Appendix A: System Modifications
As outlined below, Invoice Cloud has agreed to make the following changes to the setup and functionality of our
platform:
NONE
IC Confidential - Tequesta Village SOW Biller
Page 132 of 475
Agenda Item #6.
Appendix B: Integration Supported Features
Invoice Types
#42 - Utilities
EBPP
Supported
Cloud IVR Connect
Supported
Pay by Text
Supported
Cloud POS Connect
Not Supported
Cloud CSR Connect
Not Supported
KIOSK
Not Supported
Pay Near Me
Supported
131,1111 . .
1"Ime.
-.
Invoices
Invoice Cloud FTP
Each billing cycle
Payments
Lockbox/Payment File
Daily
AutoPay Flags
IC Change Log File
Daily
Paperless Flags
IC Change Log File
Daily
Account Balances
Adjustment/Balance File
-
Daily
y
Block Payment Method (Credit/ACH)
Manually within Biller Portal
As needed
ARM:
IC Translates file
Supported
Historical Data (2 years shown online)
Supported
PDF Extraction (Partial/Full)
Supported
Templates
Supported
Link to PDFs
Supported
:i =:P-
t and ard or Custom
StandardSigle
Sign -on
Not Supported
Branded Biller Portal
Supported
Branded Payer Portal
Supported
IC Confidential - Tequesta Village SOW Biller
Page 133 of 475
Agenda Item #6.
Appendix C: Biller Deliverables
Deliverable
Sample Invoice File (BIF)
Sample Adjustment/Balance File (BAF)
Sample Payment/Lockbox file
Sample Images of Bills
Auto Pay Conversion data if applicable
Paperless conversion data if applicable
IC Confidential - Tequesta Village SOW Biller 10
Page 134 of 475