INFOSEND, INC. 1 - 2007 - Laserfiche WebLink

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InfoSend Response — 12/29/2006 InfoSend has and to the best of our knowledge it is not something that all vendors can provide. 8. This requirement is met. D. Requirements: Bill Payment 1. InfoSend can report the payments to the City the same day they are received or the next day when they are settled. 2. This requirement is met. The City can make it clear to customers via the printed notices, online bill, and online web pages that the customer must initiate an online payment by a certain time to avoid a disconnect. While InfoSend can present final notices online it normally recommends that these be sent via regular mail to avoid last minute payments through the EBPP system that will not meet the cutoff time for that day. It is better for these customers to call the City's customer support and have the payment entered via TransFirst's TV Virtual Terminal. This way the CSR is aware of the payment and the City can also choose to only allow credit card payments to avoid disconnects. InfoSend understands that some customers will ignore instructions and initiate payments through the EBPP system prior to shutoff. If the City performs customer shutoffs at the same time each week then a report can be sent to the City prior to this time that lists all payments attempted in the previous 24 hours. The City can then investigate these payments before the customer is shutoff to see if the customer made a genuine attempt to pay their balance. The report contains the payment amount so that the City can see if the customer simply paid a small portion of their balance to avoid shutoff. The delinquent customer process can be customized to suit the City's unique needs. InfoSend also provides a CSR portal for the City to investigate actions that the customer has taken. 3. This requirement is met. InfoSend can develop a feature into the EBPP portal for customers who have been disconnected and want to reestablish service. A separate payment page can be provided for disconnected customers. Any time a customer makes a payment using this page an email will immediately be sent to the City so that it can review the payment amount and reestablish service. 4. This requirement is met. InfoSend can report payments to the City in a variety of ways. Any payment can be reported, even if it has not cleared yet. A CSR portal allows the City to view any payments that have been submitted on- demand. 5. This requirement is met. InfoSend has met with the City's current credit card processor to ensure that their platform is compatible with our EBPP system. Both TransFirst and InfoSend have had an opportunity to ensure that each party can work with each other. 6. Credit Card Payments: a. This requirement is met. The VISA and MasterCard cards are both accepted. The City can later choose to offer other card types as well. The City can choose to set a maximum payment amount for credit card payments to reduce the fees