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Infosend Response —12/29/2008 <br />InfoSend has and to the best of our knowledge It is not something that all vendors can <br />provide. <br />8. This requirement is met. <br />D. Requlrements: Bill Payment <br />t. InfoSend can report the payments to the City the same day they are received or the next <br />day when they are settled. <br />2. This requirement is met, The City can make it clear to customers via the printed notices, <br />online bill, and online web pages that the customer must initiate an online payment by a <br />certain time to avoid a disconnect. While InfoSend can present final notices onlineit <br />normally recommends that these be sent via regular mail to avoid last minute payments <br />through the EBPP system that will not meet the cutoff time for that day. It Is better for <br />these customers to call the City's customer support and have the payment entered via <br />InfoSend's CSRPay virtual terminal. This way the CSR is aware of the payment and the <br />City can also choose to only allow credit card payments to avoid disconnects, <br />InfoSend understands that some customers will ignore instructions and initiate payments <br />through the EBPP system prior to shutoff. If the City performs customer shutoffs at the <br />same time each week then a report can be sent to the City prior to this time that lists all <br />payments attempted in the previous 24 hours. The City can then Investigate these <br />payments before the customer is shutoff to see if the customer made a genuine attempt <br />to pay their balance. The report contains the payment amount so that the City can see if <br />the customer simply paid a small portion of their balance to avoid shutoff. The delinquent <br />customer process can be customized to suit the City's unique needs, <br />InfoSend also provides a CSR portal for the City to Investigate actions that the customer <br />has taken. <br />3. This requirement Is met. InfoSend can develop a feature into the EBPP portal for <br />customers who have been disconnected and want to reestablish service. A separate <br />payment page can be provided for disconnected customers. Any time a customer makes <br />a payment using this page an email will Immediately be sent to the City so that It can <br />review the payment amount and reestablish service. <br />4. This requirement is met. InfoSend can report payments to the City In a variety of ways, <br />Any payment can be reported, even if it has not cleared yet. A CSR portal allows the City <br />to view any payments that have been submitted on -demand. <br />5. This requirement is met. InfoSend has met with the City's current credit card processor <br />to ensure that their platform is compatible with our EBPP system. Both EPX and <br />InfoSend have had an opportunity to ensure that each party can work with each other. <br />5. Credit Card Payments: <br />a. This requirement is met. The VISA and MasterCard cards are both accepted. <br />The City can later choose to offer other card types as well. The City can choose <br />to set a maximum payment amount for credit card payments to reduce the fees <br />25H-18 <br />