Cornwall Council is seeking market feedback to inform the development of a final specification for a future income management solution. The Council invites suppliers to respond to this Request for Information (RFI) to help shape a solution that meets operational, technical, and compliance needs.
The Council requires a cloud-based, Software-as-a-Service (SaaS) income management system that:
Core Functional Requirements
- Provides a central transaction database to control, reconcile, and report on income.
- Re-formats and exports data to update a range of back-office financial management systems (FMS).
- Is accessible via a browser and supports integration with third-party applications used by Cornwall Council.
- Offers self-tailoring configurable import/export functionality to enable full system ownership and flexibility.
Payment Processing Capabilities
- Supports payments via telephone (call centre), face-to-face (card, cash, cheque), and opportunistic payments initiated by staff.
- Integrates with a Secure Bureau Service (SBS) for PCI DSS-compliant card authorisation.
- Includes a portal interface for retrieving customer and payment details during calls, with seamless access from host systems.
- Includes transaction visibility through APACS reporting.
Security & Compliance
- Ensures cardholder data is not accessible to Council staff or stored on Council infrastructure.
- Provides automated, secure card entry to simplify PCI DSS compliance and reduce SAQ scope.
Staff Tools & Satellite Office Support
- Enables staff to submit electronic forms with ledger codes and banking summaries, particularly for satellite offices without full receipting systems.
Customer Present Transactions
- Supports Point-to-Point Encryption (P2PE) for chip & PIN payments.
- Includes terminal management and smart client software for secure device operation.
Online & E-Commerce Payments
- Offers a fully hosted internet payment solution with shopping cart, miscellaneous payments, and a Digital Wallet for card reuse.
- Provides tools to customise hosted payment pages.
Third-Party Integration
- Supports integration with external applications via SOAP and REST APIs.
- Allows secure transaction handoff and return for receipting and system updates.
- Accepts alternative payment methods including PayPal, Pingit, and Visa Checkout.
System Compatibility
- Integrates with existing systems such as Microsoft Dynamics.
Automated Telephony
•,Provides a fully hosted automated telephony solution for 24/7/365 payments and balance enquiries.
Data Access & Refunds
- Enables real-time transaction viewing, balance queries, and customer refund processing.
Service Level Agreement (SLA)
- The SLA will define minimum acceptable service levels, including system uptime, response times, and resolution times for incidents.
- Support hours, escalation procedures, and contact channels must be clearly documented.
- Regular service reviews will be conducted to ensure SLA compliance.
- Penalties or service credits may apply for failure to meet agreed service levels.
Performance Management
- Performance will be monitored against agreed KPIs, including transaction processing speed, system availability, and customer satisfaction.
- The supplier must provide regular performance reports and participate in review meetings.
- Continuous improvement plans should be in place to address any performance gaps.