Customer Billing, Payment, and Engagement Solution

Hillsborough County is seeking a comprehensive electronic payment receipt system to modernize how the Water Resources Department processes customer payments across multiple channels, including online credit and debit card transactions, e-Checks, mobile and text payments, digital wallets, retail locations, IVR systems, customer and agent portals, kiosks, lockboxes, desktops, and a cloud-based contact center. The resulting five-year contract, estimated at $26,314,792.80, will require the contractor to deliver not only payment processing infrastructure but also full bill printing, mailing, and electronic notification services, including USPS certification, presorting, and electronic bill archiving. The solution must include a fully accessible customer portal with live chat and chatbot functionality, ADA compliance, and an agent portal for proxy support, payment tracking, and immediate identification of non-sufficient funds. All systems must be PCI DSS compliant, with secure storage of payment data and implementation of a comprehensive cybersecurity program aligned with Attachment A. The contractor must also provide an implementation plan detailing the timeline, testing methodology, and processes for correcting deficiencies during a mandatory test and acceptance period, with termination rights for the County if unresolved issues extend beyond 60 consecutive days. The contractor is required to submit proposals through the County’s Euna Procurement portal by August 11, 2026, with submissions via any other method rejected. Proposals will be evaluated on a 100-point scale favoring quality of the proposed system (35 points), organizational experience and qualifications (35 points), understanding of scope and technical approach (20 points), and lowest overall cost (10 points), with award going to the most advantageous offer based on this combined scoring. All pricing must include delivery and handling costs, and unit prices may be adjusted annually using the CPI-U index. Payment terms are Net 30 days, with remittance directed to a specific county address and ACH routing details required. The contractor must provide extensive documentation including a completed Substitute W-9, Direct Deposit Authorization, Drug-Free Workplace certification, and a notarized affidavit affirming no ownership or control by any Foreign Country of Concern, which includes China, Russia, Iran, North Korea, Cuba, Venezuela, and Syria. Additional security attestations are required through AI, vendor software, and vendor outsourcing questionnaires, alongside evidence of cyber liability insurance. The contractor will serve as the single point of contact for all subcontractors and must support a 30-day transition from the current vendor and