Income Management System

Description

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.