230208-CONTRACT.PDF

Maricopa County — Formal (2024-07-24)

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CONTRACT FOR AUTOMATED CENTRAL PAYMENT
PROCESSING SYSTEM 230208-RFP

This contract is entered into this 24th day of July, 2024 by and between Maricopa County (County), a political
subdivision of the State of Arizona, and TouchPay Holdings, LLC NMLS #967396, a Texas corporation
(Contractor or TouchPay), for an automated central payment processing system and related services
revenue sharing contract.

1.0
CONTRACT TERM

This contract is for a term of five years, beginning on the 1st day of August, 2024 and ending the
31st day of July, 2029.

2.0
OPTION TO RENEW

The County may, at its option and with the concurrence of the Contractor, renew the term of this
contract up to a maximum of fifteen additional year(s), (or at the County’s sole discretion, extend
the contract on a month-to-month basis for a maximum of six months after expiration). The
Contractor shall be notified in writing by the Office of Procurement Services of the County’s
intention to renew the contract term at least 60 calendar days prior to the expiration of the original
contract term.

3.0
CONTRACT COMPLETION

In preparation for contract completion, the Contractor shall make all reasonable efforts for an
orderly transition of its duties and responsibilities to another provider and/or to the County. This
may include, but is not limited to, preparation of a transition plan and cooperation with the County
or other providers in the transition. The transition includes the transfer of all records and other data
in the possession, custody, or control of the Contractor that are required to be provided to the
County either by the terms of this agreement or as a matter of law. The provisions of this clause
shall survive the expiration or termination of this agreement.

4.0
PRICE ADJUSTMENTS

Any request for a fee adjustment must be submitted 60 calendar days prior to contract expiration.
If County agrees to the adjusted fee, County shall issue written approval of the change.

5.0
PAYMENTS

5.1
FEE PAYMENT: (REVENUE SHARING CONTRACT)

5.1.1
Detail of applicable Fee Payment Schedule has been included herein as Exhibits
“A and A-1”. Payment shall be effective July 1, 2024

5.1.2
Contractor will be required to pay TOTAL FEES due to Maricopa County Sheriff’s
Office (“MCSO”) for the month by the 15th of the following month. Payment will be
processed to:

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Maricopa County Sheriff’s Office
Financial Services Division
550 W. Jackson Street
Phoenix, AZ 85004

5.1.3
Contractor will be required to pay a late fee of $100 per day for any fees not
submitted to MCSO by the 15th of the following month.

5.1.4
A detailed report of applicable transactions and fee assessments must accompany
the fee pay.

5.2
CRITERIA FOR DELIVERY AND ACCEPTANCE OF DELIVERABLES

5.2.1
The Contractor shall submit all Deliverables to the County Representative. Each
Deliverable will be in the requisite format specified in the SOW and contain the
content required by the SOW prior to the Deliverable being submitted.
Documentation shall be delivered in one electronic version with accompanying
transmittal letters.

5.2.1.1 County Representative shall review and validate Contractor’s Deliverables
product prior to Acceptance. Acceptance criteria for Deliverables shall
consist of the following:

5.2.1.1.1 Specific Deliverables are completed as specified in this Contract
and the final Deliverable has been rendered.

5.2.1.1.2 Plans, schedules, designs, documentation, and reports are
approved and completed as specified in this Contract.

5.2.1.1.3 All supporting Documentation is provided and completed.

5.2.1.1.4 All Deliverables are presented to County in the approved format
(or if no such format is approved, in an industry-standard
format).

5.2.1.1.5 All Deliverables are at the agreed upon acceptable level of
quality as defined in this Contract.

5.2.2
SOFTWARE/SYSTEM ACCEPTANCE PROCESS

5.2.2.1 The acceptance process and criteria set out in this section shall apply
strictly to the initial implementation project and will not apply post warranty.

5.2.2.2 Acceptance for the Application Package and the System Testing shall be
an on-going, iterative activity which shall be performed throughout the
Contract, provided that Deliverables that have passed Acceptance will not
be subject to re-testing for Acceptance except (a) to the extent they
interoperate with, or are modified by, further Deliverables undergoing
Acceptance, or (b) as part of Final Acceptance. The timing for completion
of testing activities shall be mutually agreed upon and included in the
Project Plan.

5.2.2.3 The Contractor will perform initial testing from its premises prior to delivery
of a Deliverable. County may ask to see the initial testing results from
Contractor, but only for comparison to the County’s Onsite results.

The process for pre-user acceptance testing of Application Package
Deliverables shall include the following steps.

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5.2.2.3.1 Contractor completes an Application Package Deliverable;

5.2.2.3.2 Contractor configures the Deliverable and/or the Application
Package in the Delivery Platform with assistance from County;

5.2.2.3.3 Contractor provides a conference room pilot to demonstrate
functionality included in the Application Package including such
Deliverable and how it is intended to be used;

5.2.2.3.4 County completes additional testing of such Deliverable to
validate the configuration as part of the Application Package in
the Delivery Platform and;

5.2.2.3.5 County provides Contractor with feedback about the current
Deliverable, which Contractor shall consider and, to the extent
consistent with the SOW, incorporate into the next Deliverable
(or as may) be mutually agreed pursuant to a change order.

5.3
SOFTWARE UPDATES, WARRANTY, MAINTENANCE & ROADMAP/ENHANCEMENTS

5.3.1
Contractor shall make available to County at no additional charge all
Enhancements to the Application Package as they are released so long as the
County is currently under the Contractor’s agreement for Support and is using a
Current Release. The County shall decide at its discretion whether or not to take
advantage of such Enhancement and support it under the Support agreement.
Notwithstanding the foregoing, County acknowledges that Support will be limited
to a commercially reasonable effort basis if the County elects not to maintain a
Current Release of the Application Package. The Contractor shall provide to the
County a roadmap of Enhancements no later than 30 days from contract signature.
Upon mutual agreement the parties will establish a priority list of Enhancements
for future implementation with defined deliverables and deadlines.

5.3.2
To ensure that Documentation is consistent with the operating environment,
updated Documentation shall be delivered concurrently with every Enhancement
where the functionality documented has materially been changed, or the
cumulative effect of previous Enhancements has rendered the functionality
documented to have materially changed.

5.3.3
After the Reliability Test Period has passed as agreed by the parties, the Warranty
Period will begin for a period of 45 days. At the end of this Warranty Period, a Gate
Review shall be held that will establish either a) the close of the Warranty and the
Commencement of Maintenance & Support or b) an additional Warranty Period of
45 days.

6.0
STRATEGIC ALLIANCE for VOLUME EXPENDITURES (SAVE)

The County is a member of the SAVE cooperative purchasing group. SAVE includes the State of
Arizona, many Phoenix metropolitan area municipalities, and many K-12 unified school districts.
Under the SAVE Cooperative Purchasing Agreement, and with the concurrence of the successful
respondent under this solicitation, a member of SAVE may access a contract resulting from a
solicitation issued by the County. If contractor does not want to grant such access to a member of
SAVE, state so in contractor’s bid. In the absence of a statement to the contrary, the County will
assume that contractor does wish to grant access to any contract that may result from this bid. The
County assumes no responsibility for any purchases by using entities.

7.0
INTERGOVERNMENTAL COOPERATIVE PURCHASING AGREEMENTS (ICPAs)

County currently holds ICPAs with numerous governmental entities. These agreements allow those
entities, with the approval of the Contractor, to purchase their requirements under the terms and

SERIAL 230208-RFP

conditions of the County contract. It is the responsibility of the non-County government entity to
perform its own due diligence on the acceptability of the contract under its applicable procurement
rules, processes, and procedures. Certain governmental agencies may not require an ICPA and
may utilize this contract if it meets their individual requirements. Other governmental agencies may
enter into a separate Statement of Work with the Contractor to meet their own requirements. The
County is not a party to any uses of this contract by other governmental entities.

8.0
DUTIES

8.1
The Contractor shall perform all duties stated in Exhibit B – Scope of Work, or as otherwise
directed in writing by the procurement officer.

8.2
During the contract term, County may provide Contractor’s personnel with adequate
workspace for consultants and such other related facilities as may be required by
Contractor to carry out its contractual obligations.

9.0
TERMS AND CONDITIONS

9.1
INDEMNIFICATION

9.1.1
To the fullest extent permitted by law, and to the extent that claims, damages,
losses, or expenses are not covered and paid by insurance purchased by the
contractor, the contractor shall defend, indemnify, and hold harmless the County
(as Owner), its agents, representatives, officers, directors, officials, and employees
from and against all third-party claims, damages, losses, and expenses (including,
but not limited to attorneys' fees, court costs, expert witness fees, and the costs
and attorneys' fees for appellate proceedings) arising out of, or alleged to have
resulted from, the negligent acts, errors, omissions, or mistakes relating to the
performance of this contract.

9.1.2
Contractor's duty to defend, indemnify, and hold harmless the County, its agents,
representatives, officers, directors, officials, and employees shall arise in
connection with any third-party claim, damage, loss, or expense that is attributable
to bodily injury, sickness, disease, death, or injury to, impairment of, or destruction
of tangible property, including loss of use resulting therefrom, caused by negligent
acts, errors, omissions, or mistakes in the performance of this contract, but only to
the extent caused by the negligent acts or omissions of the contractor, a
subcontractor, anyone directly or indirectly employed by them, or anyone for
whose acts they may be liable, regardless of whether or not such claim, damage,
loss, or expense is caused in part by a party indemnified hereunder.

9.1.3
The amount and type of insurance coverage requirements set forth herein will in
no way be construed as limiting the scope of the indemnity in this section.

9.1.4
The scope of Contractor’s obligation to defend, indemnify, and hold harmless the
County, its agents, representatives, officers, directors, officials, and employees
does not extend to any third-party claim, damage, loss, or expense to the extent
attributable to the negligent acts, errors, omissions, or mistakes of the County, its
agents, representatives, directors, officials, and employees.

9.1.5
In the event of a third-party claim, damage, loss, or expense, the County shall
promptly notify Contractor in writing and shall cooperate with Contractor in the
defense and/or settlement of the claim. The County, at its own expense, may
participate in the defense and/or settlement of the claim.

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9.2
INFRINGEMENT DEFENSE AND INDEMNIFICATION

9.2.1
Definitions

For purposes of this section:

9.2.1.1
“Claim” means any cause of action in a third-party action, suit, or
proceeding against County alleging that Contractor software, or its
upgrades, modifications, or revisions, as of its delivery date under this
agreement, infringes a valid U.S. patent, copyright, or trademark.

9.2.1.2
“Participate and Share in the Costs” means Contractor will assist the
County in the defense of the Claim, to the extent agreed to by the parties,
except that Contractor shall be solely responsible for any and all costs
adjudged in a successful Claim against the County.

9.2.1.3
“Third-Party Products” means any products made by a party other than
Contractor, and may include, without limitation, products ordered by
County from third parties. However, components of Contractor branded
products are not Third-Party Products if they are both:

9.2.1.3.1 embedded in Third-Party Products (i.e., not recognizable as
standalone items); and

9.2.1.3.2 not identified as separate items on Contractor’s price list,
quotes, order specifications forms, or documentation.

9.2.2
Defense and Indemnity

Contractor shall defend, and Participate and Share in the Cost, in the full defense
of the County against any Claim, and will indemnify and hold harmless the County,
as provided for in this section, for any judgments, settlements, and court awarded
attorney’s fees resulting from a Claim where the claimant is adjudged the
successful party in the Claim. Contractor’s obligations under this section are
conditioned on the following:

9.2.2.1
County promptly notifies Contractor of the Claim, in writing, upon being
made aware of the Claim;

9.2.2.2
County gives Contractor lead authority control of the defense and (if
applicable) settlement of the Claim, provided that County’s legal counsel
may participate in such defense and settlement, at County’s expense;
and

9.2.2.3
County provides all information and assistance reasonably requested by
Contractor to handle the defense or settlement of the Claim.

9.2.3
Remedial Measures
If software becomes, or Contractor reasonably believes use of software may
become, the subject of a Claim, Contractor may, at its own expense and option:

9.2.3.1
procure for County the right to continue use of the product;

9.2.3.2
replace or modify the software; or

9.2.3.3
to the extent that neither 9.2.3.1 nor 9.2.3.2 are deemed commercially
practicable, refund to County a pro-rated portion of the applicable fees
for software based on a linear depreciation monthly over a 10-year

SERIAL 230208-RFP

useful life, in which case County will cease all use of software and return
it to Contractor.

9.2.4
Exceptions

Contractor will have no defense or indemnity obligation for any Claim based on:

9.2.4.1
modifications by someone other than Contractor;

9.2.4.2
software has been modified by Contractor in accordance with County-
provided specifications or instructions;

9.2.4.3
use or combination by the County of software with Third-Party Products,
open source, or freeware technology;

9.2.4.4
Third-Party Products, open source, or freeware technology;

9.2.4.5
a product that is used or located by County in a country other than the
country in which or for which it was supplied by Contractor;

9.2.4.6
possession or use of a product after Contractor has informed County of
modifications or changes required to avoid such Claim and offered to
implement those modifications or changes, if such Claim would have
been avoided by implementation of Contractor's suggestions and to the
extent County did not provide Contractor with a reasonable opportunity
to implement Contractor's suggestions; or

9.2.4.7
the amount of revenue or profits earned, or other value obtained by the
use of products, or the amount of use of the products.

9.2.5
The foregoing states Contractor’s entire liability, and County’s sole and exclusive
remedy, except as provided by law or equity, with respect to any infringement or
misappropriation of any intellectual property rights of another party.

9.3
INSURANCE

9.3.1
Contractor, at Contractor’s own expense, shall purchase and maintain, at a
minimum, the herein stipulated insurance from a company or companies duly
licensed by the State of Arizona and possessing an AM Best, Inc. category rating
of B++. In lieu of State of Arizona licensing, the stipulated insurance may be
purchased from a company or companies, which are authorized to do business in
the State of Arizona, provided that said insurance companies meet the approval of
County. The form of any insurance policies and forms must be acceptable to
County.

9.3.2
All insurance required herein shall be maintained in full force and effect until all
work or service required to be performed under the terms of the contract is
satisfactorily completed and formally accepted. Failure to do so may, at the sole
discretion of County, constitute a material breach of this contract.

9.3.3
In the event that the insurance required is written on a claims-made basis,
Contractor warrants that any retroactive date under the policy shall precede the
effective date of this contract and either continuous coverage will be maintained,
or an extended discovery period will be exercised for a period of two years
beginning at the time work under this contract is completed.

9.3.4
Contractor’s insurance shall be primary insurance as respects County, and any
insurance or self-insurance maintained by County shall not contribute to it.

SERIAL 230208-RFP

9.3.5
Any failure to comply with the claim reporting provisions of the insurance policies
or any breach of an insurance policy warranty shall not affect the County’s right to
coverage afforded under the insurance policies.

9.3.6
The insurance policies may provide coverage that contains deductibles or self-
insured retentions. Such deductible and/or self-insured retentions shall not be
applicable with respect to the coverage provided to County under such policies.
Contractor shall be solely responsible for the deductible and/or self-insured
retention and County, at its option, may require Contractor to secure payment of
such deductibles or self-insured retentions by a surety bond or an irrevocable and
unconditional letter of credit.

9.3.7
The insurance policies required by this contract, except Workers’ Compensation
and Errors and Omissions, shall include County, its agents, representatives,
officers, directors, officials, and employees as additional insureds.

9.3.8
The policies required hereunder, except Workers’ Compensation and Errors and
Omissions, shall contain a waiver of transfer of rights of recovery (subrogation)
against County, its agents, representatives, officers, directors, officials, and
employees for any claims arising out of Contractor’s work or service.

9.3.9
If available, the insurance policies required by this contract may be combined with
Commercial Umbrella Insurance policies to meet the minimum limit requirements.
If a Commercial Umbrella insurance policy is utilized to meet insurance
requirements, the Certificate of Insurance shall indicate which lines the
Commercial Umbrella Insurance covers.

9.3.9.1
Commercial General Liability

Commercial General Liability (CGL) insurance and, if necessary,
Commercial Umbrella insurance with a limit of not less than $2,000,000
for each occurrence, $4,000,000 Products/Completed Operations
Aggregate, and $4,000,000 General Aggregate Limit. The policy shall
include coverage for premises liability, bodily injury, property damage,
personal injury, products and completed operations and insured
contracts, and shall not contain any provisions which would serve to limit
third party action over claims. There shall be no endorsement or
modifications of the CGL limiting the scope of coverage for liability
arising from explosion, collapse, or underground property damage.

9.3.9.2
Automobile Liability

Commercial/Business Automobile Liability insurance with a combined
single limit for bodily injury and property damage of not less than
$2,000,000 each occurrence with respect to any of the Contractor’s
owned, hired, and non-owned vehicles assigned to or used in
performance of the Contractor’s work or services or use or maintenance
of the premises under this contract.

9.3.9.3
Workers’ Compensation

9.3.9.3.1
Workers’ compensation insurance to cover obligations
imposed by Federal and State statutes having jurisdiction of
Contractor’s employees engaged in the performance of the
work or services under this contract; and Employer’s
Liability insurance of not less than $1,000,000 for each
accident, $1,000,000 disease for each employee, and
$1,000,000 disease policy limit.

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9.3.9.3.2
Contractor, its subcontractors, and sub-subcontractors
waive all rights against this contract and its agents, officers,
directors, and employees for recovery of damages to the
extent these damages are covered by the workers’
compensation and Employer’s Liability, or Commercial
Umbrella Liability insurance obtained by Contractor, its
subcontractors, and its sub-subcontractors pursuant to this
contract.

9.3.9.4
Technology Errors and Omissions/Professional Liability Insurance

Technology Errors & Omission insurance: Such insurance shall cover
any and all negligent errors, omissions, or acts in the delivery of
technology products, services, and/or licensed programs under this
contract.

•
Each claim (and in the aggregate) $5,000,000

In the event that the Technology Errors & Omission insurance required
by this contract is written on a claims-made basis, contractor warrants
that any retroactive date under the policy shall precede the effective date
of this contract and, either continuous coverage will be maintained, or
an extended discovery period will be exercised for a period of two years,
beginning at the time work under this contract is completed.

9.3.9.5
Cyber, Network Security, and Privacy Liability and Media Liability

Cyber, Network Security and Privacy Liability Insurance with a limit of
not less than $5,000,000 per claim and in the aggregate. The policy shall
include coverage for the Contractor (including all directors, officers,
trustees and employees of the Contractor), for losses (including
damages and defense costs, fines and penalties, if insurable by law)
resulting from a claim or regulatory action, alleging security failure or
privacy event (such as data breaches, unauthorized access or use of
the Contractor’s computer system, and ID theft of data), or alleging an
error or omission in connection with the Contractor’s material (as defined
in the policy) resulting in an invasion of privacy. First-party coverage
under the policy includes crisis management costs, identity theft
response costs, breach notification costs, credit file or identity
monitoring, defense, and claims expenses, regulatory defense costs
plus fines and penalties, cyber extortion costs, electronic data
restoration expenses (data asset protection), and network business
interruption costs.

9.3.10 Certificates of Insurance

9.3.10.1 Prior to contract award, Contractor shall furnish the County with valid
and complete Certificates of Insurance, or formal endorsements as
required by the contract in the form provided by the County, issued by
Contractor’s insurer(s), as evidence that policies providing the required
coverage, conditions and limits required by this contract are in full force
and effect. Such certificates shall identify this contract number and title.

9.3.10.2 In the event any insurance policy(ies) required by this contract is (are)
written on a claims-made basis, coverage shall extend for two years past
completion and acceptance of Contractor’s work or services and as
evidenced by annual certificates of insurance.

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9.3.10.3 If a policy does expire during the life of the Contract, a renewal certificate
must be sent to County 15 calendar days prior to the expiration date.

9.3.10.4 Certificates of Insurance shall identify Maricopa County as the certificate
holder as follows:

Maricopa County
c/o Risk Management
301 W Jefferson St, Suite 910
Phoenix, AZ 85003

9.3.11 Cancellation and Expiration Notice

Applicable to all insurance policies required within the insurance requirements of
this contract, Contractor’s insurance shall not be permitted to expire, be
suspended, be canceled, or be materially changed for any reason without 30 days
prior written notice to Maricopa County. Contractor must provide to Maricopa
County, within two business days of receipt, if they receive notice of a policy that
has been or will be suspended, canceled, materially changed for any reason, has
expired, or will be expiring. Such notice shall be sent directly to Maricopa County
Office of Procurement Services and shall be mailed, or hand delivered to
160 S. 4th Avenue, Phoenix, AZ 85003, or emailed to the procurement officer noted
in the solicitation.

9.4
FORCE MAJEURE

9.4.1
Neither party shall be liable for failure of performance, nor incur any liability to the
other party on account of any loss or damage resulting from any delay or failure to
perform all or any part of this contract, if such delay or failure is caused by events,
occurrences, or causes beyond the reasonable control and without negligence of
the parties. Such events, occurrences, or causes include, but are not limited to,
acts of God/nature (including fire, flood, earthquake, storm, hurricane, or other
natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is
declared or not), civil war, riots, rebellion, revolution, insurrection, military or
usurped power or confiscation, terrorist activities, nationalization, government
sanction, lockout, blockage, embargo, labor dispute, strike, and interruption or
failure of electricity or telecommunication service, and pandemic.

9.4.2
Each party, as applicable, shall give the other party notice of its inability to perform
and particulars in reasonable detail of the cause of the inability. Each party must
use best efforts to remedy the situation and remove, as soon as practicable, the
cause of its inability to perform or comply.

9.4.3
The party asserting Force Majeure as a cause for non-performance shall have the
burden of proving that reasonable steps were taken to minimize delay or damages
caused by foreseeable events, that all non-excused obligations were substantially
fulfilled, and that the other party was timely notified of the likelihood or actual
occurrence which would justify such an assertion, so that other prudent
precautions could be contemplated.

9.5
BACKGROUND CHECK

Respondents may be required to pass multiple background checks (e.g. Sheriff’s Office,
County Attorney's Office, Courts, as well as Maricopa County general government) to
determine if the respondent is acceptable to do business with the County. This applies to,
but is not limited to, the company, subcontractors, and employees, and the failure to pass
these checks shall deem the respondent non-responsible.

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9.6
SUSPENSION OF WORK

The procurement officer may order the Contractor, in writing, to suspend, delay, or interrupt
all or any part of the work of this contract for the period of time that the procurement officer
determines appropriate for the convenience of the County. No adjustment shall be made
under this clause for any suspension, delay, or interruption to the extent that performance
would have been so suspended, delayed, or interrupted by any other cause, including the
fault or negligence of the Contractor. No request for adjustment under this clause shall be
granted unless the claim, in an amount stated, is asserted in writing as soon as practicable
after the termination of the suspension, delay, or interruption, but not later than the date of
final payment under the contract.

9.7
STOP WORK ORDER

9.7.1
The procurement officer may, at any time, by written order to the Contractor,
require the Contractor to stop all, or any part, of the work called for by this
contract for a period of 90 calendar days after the order is delivered to the
Contractor, and for any further period to which the parties may agree. The order
shall be specifically identified as a stop work order issued under this clause.
Upon receipt of the order, the Contractor shall immediately comply with its terms
and take all reasonable steps to minimize the incurrence of costs allocable to
the work covered by the order during the period of work stoppage. Within a
period of 90 calendar days after a stop work order is delivered to the Contractor,
or within any extension of that period to which the parties shall have agreed, the
procurement officer shall either:

9.7.1.1
cancel the stop work order; or

9.7.1.2
terminate the work covered by the order as provided in the
Termination for Default or the Termination for Convenience clause of
this contract.

9.7.1.3
The procurement officer may make an equitable adjustment in the
delivery schedule and/or contract price, and the contract shall be
modified, in writing, accordingly, if the Contractor demonstrates that
the stop work order resulted in an increase in costs to the Contractor.

9.8
TERMINATION FOR CONVENIENCE

Maricopa County may terminate the resultant contract for convenience by providing 60
calendar days advance notice to the Contractor.

9.9
TERMINATION FOR DEFAULT

9.9.1
The County may, by written Notice of Default to the Contractor, terminate this
contract in whole or in part if the Contractor fails to:

9.9.1.1
deliver the supplies or to perform the services within the time specified
in this contract or any extension;

9.9.1.2
make progress, so as to endanger performance of this contract; or

9.9.1.3
perform any of the other provisions of this contract.

9.9.2
The County’s right to terminate this contract under these subparagraphs may be
exercised if the Contractor does not cure such failure within 10 business days
(or more if authorized in writing by the County) after receipt of a Notice to Cure
from the procurement officer specifying the failure.

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9.10
PERFORMANCE

It shall be the Contractor’s responsibility to meet the proposed performance requirements.
Maricopa County reserves the right to obtain services on the open market in the event the
Contractor fails to perform, and any price differential will be charged against the Contractor.

9.11
CONTRACTOR EMPLOYEE MANAGEMENT

9.11.1
Contractor shall endeavor to maintain the personnel proposed in their proposal
throughout the performance of this contract.

9.11.2
If Contractor personnel’s employment status changes, Contractor shall provide
County a list of proposed replacements with equivalent or greater experience.

9.11.3
Under no circumstances shall the implementation schedule to be impacted by a
personnel change on the part of the Contractor.

9.11.4
Contractor shall not reassign any key personnel identified in their proposal
without the express consent of the County.

9.11.5
County reserves the right to immediately remove from its premises any
Contractor personnel it determines to be a risk to County operations.

9.11.6
County reserves the right to request the replacement of any Contractor
personnel at any time, for any reason.

9.11.7
Contractor shall be responsible for compliance of any onsite employees with the
Prison Rape Elimination Act (PREA) as amended during the term of the contract.

9.12
WARRANTY OF SERVICES

9.12.1
The Contractor warrants that all services provided hereunder will conform to the
requirements of the contract, including all descriptions, specifications, and
attachments made a part of this contract. County’s acceptance of services or
goods provided by the Contractor shall not relieve the Contractor from its
obligations under this warranty.

9.12.2
In addition to its other remedies, County may, at the Contractor's expense,
require prompt correction of any services failing to meet the Contractor's
warranty herein. Services corrected by the Contractor shall be subject to all the
provisions of this contract in the manner and to the same extent as services
originally furnished hereunder.

9.13
INSPECTION OF SERVICES

9.13.1
The Contractor shall provide and maintain an inspection system acceptable to
County covering the services under this contract. Complete records of all
inspection work performed by the Contractor shall be maintained and made
available to County during contract performance and for as long afterwards as
the contract requires.

9.13.2
County has the right to inspect and test all services called for by the contract, to
the extent practicable at all times and places during the term of the contract.
County shall perform inspections and tests in a manner that will not unduly delay
the work.

SERIAL 230208-RFP

9.13.3
If any of the services do not conform to contract requirements, County may
require the Contractor to perform the services again in conformity with contract
requirements, at no cost to the County. When the defects in services cannot be
corrected by re-performance, County may:

9.13.3.1 require the Contractor to take necessary action to ensure that future
performance conforms to contract requirements; and

9.13.3.2 reduce the contract price to reflect the reduced value of the services
performed.

9.13.4
If the Contractor fails to promptly perform the services again or to take the
necessary action to ensure future performance in conformity with contract
requirements, County may:

9.13.4.1 by contract or otherwise, perform the services and charge to the
Contractor, through direct billing or through payment reduction, any
cost incurred by County that is directly related to the performance of
such service; or

9.13.4.2 terminate the contract for default.

9.14
USAGE REPORT

The Contractor shall furnish the County a usage report, upon request, delineating the
acquisition activity governed by the contract. The format of the report shall be approved by
the County and shall disclose the quantity and dollar value of each contract item by
individual unit of measure.

9.15
STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST

Notice is given that, pursuant to A.R.S. § 38-511, the County may cancel any contract
without penalty or further obligation within three years after execution of the contract, if any
person significantly involved in initiating, negotiating, securing, drafting, or creating the
contract on behalf of the County is at any time, while the contract or any extension of the
contract is in effect, an employee or agent of any other party to the contract in any capacity
or consultant to any other party of the contract with respect to the subject matter of the
contract. Additionally, pursuant to A.R.S. § 38-511, the County may recoup any fee or
commission paid or due to any person significantly involved in initiating, negotiating,
securing, drafting, or creating the contract on behalf of the County from any other party to
the contract arising as the result of the contract.

9.16
OFFSET FOR DAMAGES

In addition to all other remedies at Law or Equity, the County may offset from any money
due to the Contractor any amounts Contractor owes to the County for damages resulting
from breach or deficiencies in performance of the contract.

9.17
SUBCONTRACTING

9.17.1
The Contractor may not assign to another Contractor or subcontract to another
party for performance of the terms and conditions hereof without the written
consent of the County, which shall not be unreasonably withheld; provided,
however, Contractor shall have the right to assign some or all its rights and/or
obligations under this Agreement at any time to any entity that controls, is
controlled by or is under common control with Contractor (each an “Affiliate”)
without the consent of the County; provided, further, Contractor shall remain
liable for any failure of any Affiliate to perform any assigned obligations. For the
avoidance of doubt, a merger involving (i) Contractor or (ii) a sale of Contractor

SERIAL 230208-RFP

or substantially all of Contractor’s assets shall not constitute an assignment
requiring consent of the County for purposes of this Agreement. All
correspondence authorizing subcontracting must reference the bid serial
number and identify the job or project.

9.17.2
The subcontractor’s rate for the job shall not exceed that of the prime
Contractor’s rate, as bid in the pricing section, unless the prime Contractor is
willing to absorb any higher rates. The subcontractor’s invoice shall be invoiced
directly to the prime Contractor, who in turn shall pass-through the costs to the
County, without mark-up. A copy of the subcontractor’s invoice must accompany
the prime Contractor’s invoice.

9.18
AMENDMENTS

All amendments to this contract shall be in writing and approved/signed by both parties.
Maricopa County Office of Procurement Services shall be responsible for approving all
amendments for Maricopa County.

9.19
ADDITIONS/DELETIONS OF REQUIREMENTS

The County reserves the right to add and/or delete materials and services to a contract. If
a service requirement is deleted, payment to the Contractor will be reduced proportionately
to the amount of service reduced in accordance with the bid price. If additional materials
or services are required from a contract, prices for such additions will be negotiated
between the Contractor and the County.

9.20
RIGHTS IN DATA

9.20.1
The County shall have the use of data and reports resulting from a contract
without additional cost or other restriction except as may be established by law
or applicable regulation. Each party shall supply to the other party, upon request,
any available information that is relevant to a contract and to the performance
thereunder.

9.20.2
Data, records, reports, and all other information generated for the County by a
third party as the result of a contract are the property of the County and shall be
provided in a format designated by the County or shall be and remain accessible
to the County into perpetuity.

9.21
ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT AND/OR
OTHER REVIEW

9.21.1
In accordance with Section MC1-372 of the Maricopa County Procurement
Code, the Contractor agrees to retain (physical or digital copies of) all books,
records, accounts, statements, reports, files, and other records and back-up
documentation relevant to this contract for six years after final payment or until
after the resolution of any audit questions, which could be more than six years,
whichever is longest. The County, Federal or State auditors and any other
persons duly authorized by the department shall have full access to and the right
to examine, copy, and make use of, any and all said materials.

9.21.2
If the Contractor’s books, records, accounts, statements, reports, files, and other
records and back-up documentation relevant to this contract are not sufficient to
support and document that requested services were provided, the Contractor
shall reimburse Maricopa County for the services not so adequately supported
and documented.

SERIAL 230208-RFP

9.22
AUDIT DISALLOWANCES

If at any time it is determined by the County that a cost for which payment has been made
is a disallowed cost, the County shall notify the Contractor in writing of the disallowance.
The course of action to address the disallowance shall be at sole discretion of the County,
and may include either an adjustment to future invoices, request for credit, request for a
check, or a deduction from current invoices submitted by the Contractor equal to the
amount of the disallowance, or to require reimbursement forthwith of the disallowed amount
by the Contractor by issuing a check payable to Maricopa County.

9.23
STRICT COMPLIANCE

Acceptance by County of a performance that is not in strict compliance with the terms of
the contract shall not be deemed to be a waiver of strict compliance with respect to all other
terms of the contract.
9.24
VALIDITY

The invalidity, in whole or in part, of any provision of this contract shall not void or affect
the validity of any other provision of the contract.

9.25
SEVERABILITY

The removal, in whole or in part, of any provision of this contract shall not void or affect the
validity of any other provision of this contract.

9.26
RELATIONSHIPS

9.26.1
In the performance of the services described herein, the Contractor shall act
solely as an independent Contractor, and nothing herein or implied herein shall
at any time be construed as to create the relationship of employer and employee,
co-employee, partnership, principal and agent, or joint venture between the
County and the Contractor.

9.26.2
The County reserves the right of final approval on proposed staff. Also, upon
request by the County, the Contractor will be required to remove any employees
working on County projects and substitute personnel based on the discretion of
the County within two business days, unless previously approved by the County.

9.27
NON-DISCRIMINATION

Contractor agrees to comply with all provisions and requirements of Arizona Executive
Order 2009-09, including flow down of all provisions and requirements to any
subcontractors. Executive Order 2009-09 supersedes Executive Order 99-4 and amends
Executive Order 75-5 and is hereby incorporated into this contract as if set forth in full
herein. During the performance of this contract, Contractor shall not discriminate against
any employee, client, or any other individual in any way because of that person’s age, race,
creed, color, religion, sex, disability, or national origin. (Arizona Executive Order 2009-09
can
be
downloaded
from
the
Arizona
Memory
Project
at
https://azmemory.azlibrary.gov/nodes/view/44845?keywords=

9.28
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-393.01

If vendor engages in for-profit activity and has 10 or more employees, and if this agreement
has a value of $100,000 or more, vendor certifies it is not currently engaged in, and agrees
for the duration of this agreement to not engage in, a boycott of goods or services from
Israel. This certification does not apply to a boycott prohibited by 50 U.S.C. § 4842 or a
regulation issued pursuant to 50 U.S.C. § 4842.

SERIAL 230208-RFP

9.29
CERTIFICATION REGARDING DEBARMENT AND SUSPENSION

9.29.1
The undersigned (authorized official signing on behalf of the Contractor) certifies
to the best of his or her knowledge and belief that the Contractor, its current
officers, and directors:

9.29.1.1 are not presently debarred, suspended, proposed for debarment,
declared ineligible, or voluntarily excluded from being awarded any
contract or grant by any United States department or agency or any
state, or local jurisdiction;

9.29.1.2 have not within a three-year period preceding this contract:

9.29.1.2.1
been convicted of fraud or any criminal offense in
connection with obtaining, attempting to obtain, or as the
result of performing a government entity (Federal, State
or local) transaction or contract; or

9.29.1.2.2
been convicted of violation of any Federal or State
antitrust statutes or conviction for embezzlement, theft,
forgery, bribery, falsification or destruction of records,
making false statements, or receiving stolen property
regarding a government entity transaction or contract;

9.29.1.3 are not presently indicted or criminally charged by a government entity
(Federal, State or local) with commission of any criminal offenses in
connection with obtaining, attempting to obtain, or as the result of
performing a government entity public (Federal, State or local)
transaction or contract;

9.29.1.4 are not presently facing any civil charges from any governmental entity
regarding obtaining, attempting to obtain, or from performing any
governmental entity contract or other transaction; and

9.29.1.5 have not within a three-year period preceding this contract had any
public transaction (Federal, State or local) terminated for cause or
default.

The Contractor shall include, without modification, this clause in all lower tier
covered
transactions
(i.e.,
transactions
with
subcontractors
or
sub-
subcontractors) and in all solicitations for lower tier covered transactions related
to this contract. If this clause is applicable to a subcontractor or sub-
subcontractor, the Contractor shall include the information required by this
clause with their bid.

9.30
VERIFICATION REGARDING COMPLIANCE WITH A.R.S. § 41-4401 AND FEDERAL
IMMIGRATION LAWS AND REGULATIONS

9.30.1
By entering into the contract, the Contractor warrants compliance with the
Immigration and Nationality Act (INA using E-Verify) and all other Federal
immigration laws and regulations related to the immigration status of its employees
and A.R.S. § 23-214(A). The Contractor shall obtain statements from its
subcontractors certifying compliance and shall furnish the statements to the
procurement officer upon request. These warranties shall remain in effect through
the term of the contract. The Contractor and its subcontractors shall also maintain
Employment Eligibility Verification forms (I-9) as required by the Immigration
Reform and Control Act of 1986, as amended from time to time, for all employees
performing work under the contract and verify employee compliance using the E-
Verify system and shall keep a record of the verification for the duration of the

SERIAL 230208-RFP

employee’s employment or at least three years, whichever is longer. I-9 forms are
available for download at www.uscis.gov.

9.30.2
The County retains the legal right to inspect documents of Contractor and
subcontractor employees performing work under this contract to verify compliance
with paragraph 9.30.1 of this section. Contractor and subcontractor shall be given
reasonable notice of the County’s intent to inspect and shall make the documents
available at the time and date specified. Should the County suspect or find that
the Contractor or any of its subcontractors are not in compliance, the County will
consider this a material breach of the contract and may pursue any and all
remedies allowed by law, including, but not limited to: suspension of work,
termination of the contract for default, and suspension and/or debarment of the
Contractor. All costs necessary to verify compliance are the responsibility of the
Contractor.

9.31
CONTRACTOR LICENSE REQUIREMENT

9.31.1
The Contractor shall procure all permits, insurance, and licenses, and pay the
charges and fees necessary and incidental to the lawful conduct of his/her
business, and as necessary complete any requirements, by any and all
governmental or non-governmental entities as mandated to maintain compliance
with and remain in good standing. The Contractor shall keep fully informed of
existing and future trade or industry requirements, and Federal, State, and local
laws, ordinances, and regulations which in any manner affect the fulfillment of a
contract and shall comply with the same. Contractor shall immediately notify both
Office of Procurement Services and the department of any and all changes
concerning permits, insurance, or licenses.

9.31.2
Contractor furnishing finished products, materials, or articles of merchandise that
will require installation or attachment as part of the contract shall possess any
licenses required. Contractor is not relieved of its obligation to obtain and
possess the required licenses by subcontracting of the labor portion of the
contract. Contractors are advised to contact the Arizona Registrar of
Contractors, Chief of Licensing, to ascertain licensing requirements for a
particular contract. Contractor shall identify which license(s), if any, the Registrar
of Contractors requires for performance of the contract.

9.32
INFLUENCE

9.32.1
As prescribed in MC1-1203 of the Maricopa County Procurement Code, any
effort to influence an employee or agent to breach the Maricopa County Ethical
Code of Conduct or any ethical conduct, may be grounds for disbarment or
suspension under MC1-902.

9.32.2
An attempt to influence includes, but is not limited to:

9.32.2.1 A person offering or providing a gratuity, gift, tip, present, donation,
money, entertainment or educational passes or tickets, or any type of
valuable contribution or subsidy that is offered or given with the intent
to influence a decision, obtain a contract, garner favorable treatment,
or gain favorable consideration of any kind.

9.32.3
If a person attempts to influence any employee or agent of Maricopa County, the
chief procurement officer, or his designee, reserves the right to seek any remedy
provided by the Maricopa County Procurement Code, any remedy in equity or in
the law, or any remedy provided by this contract.

SERIAL 230208-RFP

9.32.4
ABSOLUTELY NO CONTACT BETWEEN THE RESPONDENT AND ANY
COUNTY PERSONNEL, OTHER THAN THE OFFICE OF PROCUREMENT
SERVICES, IS ALLOWED DURING THE SOLICITATION PROCESS UNLESS
THE COMMUNICATION IS IN REGARD TO PRE-EXISTING BUSINESS WITH
THE COUNTY. ANY COMMUNICATIONS REGARDING THE SOLICITATION,
ITS PARTICIPANTS, OR ANY DOCUMENTATION PRIOR TO THE
CONTRACT AWARD MAY BE GROUNDS FOR DISMISSAL OF THE
RESPONDENT FROM THE EVALUATION PROCESS.

9.33
CONFIDENTIAL INFORMATION

9.33.1
Any information obtained in the course of performing this contract may include
information that is proprietary or confidential to the County. This provision
establishes the Contractor’s obligation regarding such information.

9.33.2
The Contractor shall establish and maintain procedures and controls that are
adequate to assure that no information contained in its records and/or obtained
from the County or from others in carrying out its functions (services) under the
contract shall be used by or disclosed by it, its agents, officers, or employees,
except as required to efficiently perform duties under the contract. The
Contractor’s procedures and controls, at a minimum, must be the same
procedures and controls it uses to protect its own proprietary or confidential
information. If, at any time during the duration of the contract, the County
determines that the procedures and controls in place are not adequate, the
Contractor shall institute any new and/or additional measures requested by the
County within 15 business days of the written request to do so.

9.33.3
Any requests to the Contractor for County proprietary or confidential information
shall be referred to the County for review and approval, prior to any
dissemination.

9.34
PUBLIC RECORDS

Under Arizona law, all offers submitted and opened are public records and must be
retained by the County at the Maricopa County Office of Procurement Services. Offers shall
be open to public inspection and copying after contract award and execution, except for
such offers or sections thereof determined to contain proprietary or confidential information
by the Office of Procurement Services. If an offeror believes that information in its offer or
any resulting contract should not be released in response to a public record request, under
Arizona law, the offeror shall indicate the specific information deemed confidential or
proprietary and submit a statement with its offer detailing the reasons that the information
should not be disclosed. Such reasons shall include the specific harm or prejudice which
may arise from disclosure. The records manager of the Office of Procurement Services
shall determine whether the identified information is confidential pursuant to the Maricopa
County Procurement Code.

9.35
INTEGRATION

This contract represents the entire and integrated agreement between the parties and
supersedes
all
prior
negotiations,
proposals,
communications,
understandings,
representations, or agreements, whether oral or written, expressed, or implied.

9.36
UNIFORM ADMINISTRATIVE REQUIREMENTS

By entering into this contract, the Contractor agrees to comply with all applicable provisions
of
Title
2,
Subtitle
A,
Chapter
II,
Part
200—UNIFORM
ADMINISTRATIVE
REQUIREMENTS, COST PRINCIPLES, AND AUDIT REQUIREMENTS FOR FEDERAL
AWARDS contained in Title 2 C.F.R. § 200 et seq.

SERIAL 230208-RFP

9.37
GOVERNING LAW

This contract shall be governed by the laws of the State of Arizona. Venue for any actions
or lawsuits involving this contract will be in Maricopa County Superior Court, Phoenix,
Arizona.

9.38
FORCED LABOR

9.38.1 By submitting a bid for this solicitation and/or entering into a contract as a result of
this solicitation, Contractor agrees to comply with all applicable portions of Arizona
Revised Statutes Section 35-394. Contracting; procurement; prohibition;
written certification; remedy; termination; exception; definitions et. seq.

9.38.2 Contractor certifies that is does not currently, and agrees for the duration of the
contract that it will not, use:

9.38.2.1
the forced labor of ethnic Uyghurs in the People’s Republic of China;

9.38.2.2
any goods or services produced by the forced labor of ethnic Uyghurs
in the People’s Republic of China and

9.38.2.3
any contractors, subcontractors or suppliers that use the forced labor
or any good or services produced by the forced labor of ethnic
Uyghurs in the People’s Republic of China.

9.38.3 If Contractor becomes aware during the term of the Agreement that Contractor is
not in compliance with this paragraph, the Contractor shall notify the County within
five business days after becoming aware of the noncompliance. If the Contractor
fails to provide a written certification to the County that the Contractor has
remedied the noncompliance within 180 days after notifying the County of its
noncompliance, then the Agreement terminates, except that if the Agreement
termination date occurs before the end the 180-day period, the Agreement
terminates on the Agreement termination date.

9.39
UNIQUE ENTITY IDENTIFIER (UEI) AND SYSTEM FOR AWARD MANAGEMENT
REGISTRATION

All
contractors
that
receive
funding
must
have
a
UEI
number
through
https://sam.gov/content/entity-registration. Contractor must also remain current with the
System for Award Management www.sam.gov throughout the term of the contract.

9.40
RELIGIOUS ACTIVITIES

The contractor agrees that costs, planned or claimed, including costs incurred, shall not
include any expense for any religious activity.

9.41
POLITICAL ACTIVITY PROHIBITED

None of the funds, materials, property, or services contributed by the County or the
contractor under the agreement shall be used in the performance of this agreement for any
partisan political activity, or to further the election or defeat of any candidate for public
office.

9.42
EQUAL EMPLOYMENT OPPORTUNITY

9.42.1 The contractor shall not discriminate against any employee or applicant for
employment because of race, age, disability, color, religion, sex, or national origin.
The contractor shall take affirmative action to ensure applicants are employed and
that employees are treated during employment without regard to their race, age,

SERIAL 230208-RFP

disability, color, religion, sex, or national origin. Such action shall include but is not
limited to the following: employment, upgrading, demotion or transfer, recruitment,
or recruitment advertising, lay-off or termination, rates of pay or other forms of
compensation, and selection for training, including apprenticeship.

9.42.2 Contractor shall comply with the following provisions:

9.42.1.1
Title VI and VII of the Civil Rights Act of 1964, as amended (42 U.S.C.
§§ 2000a, et seq.);

9.42.1.2
The Rehabilitation Act of 1973, as amended (29 U.S.C. §§ 701, et
seq.);

9.42.1.3
The Age Discrimination in Employment Act of 1967, as amended
(29U.S.C. §§ 621, et seq.);

9.42.1.4
The Americans With Disabilities Act of 1990 (42 U.S.C. §§ 12101, et
seq.); and Arizona Executive Order 2009-09, as amended, et seq.
which mandates that all persons shall have equal access to
employment opportunities.

9.42.1.5
Contractor understands that the United States has the right to seek
judicial enforcement of this assurance.

9.43
CERTIFICATION REGARDING LOBBYING

9.43.1 Contractor certifies, to the best of their knowledge and belief, that:

9.43.1.1
No federal appropriated funds have been paid or will be paid, by or on
behalf of the contractor, to any person for influencing or attempting to
influence an officer or employee of any agency. This applies to a
Member of Congress, an officer or employee of Congress, or an
employee of a Member of Congress in connection with the awarding
of any federal contract, the making of any federal grant. Including the
making of any federal, loan the entering into of any cooperative
agreement, and the extension, continuation, renewal, amendment, or
modification of any federal contract, grant, loan, or cooperative
agreement.

9.43.2 If any funds other than federal appropriated funds, have been paid or will be paid
to any person for influencing or attempting to influence an officer or employee of
any agency, member of Congress, an officer or employee of Congress, or an
employee of a member of Congress in connection with this federal contract, grant,
loan, or cooperative agreement, the undersigned shall complete and submit
Standard Form-LLL, “Disclosure Form to Report Lobbying,” in accordance with its
instructions.

9.43.3 Contractor shall include Lobbying Certification language in the award documents
for all subcontractors (including sub-grants, and contract under grants, loans, and
cooperative agreements) and that all sub-recipients shall certify and disclose
accordingly.

9.43.3.1
The Lobbying Certification is a material representation of fact upon
which reliance was placed when this transaction is made or entered
into. Submission of this certification is prerequisite for making or
entering into this transaction imposed by section 1352, Title 31, U.S.
Code. Any successful proposer(s) who fail to file the required
certification shall be subject to a civil penalty of not less than
$10,000.00 and not more than $100,000.00 for each such failure.

SERIAL 230208-RFP

9.44
CLEAN AIR ACT & CLEAN WATER ACT

Contractor must comply with all applicable standards, orders, or requirements issued under
section 306 of the Clean Air Act (42 U.S.C. 1857(h), section 508 of the Clean Water Act
(33 U.S.C. 1368) Executive Order 11738, and Environmental Protection Agency
regulations (40 CFR part 15).

9.45
ENERGY POLICY AND CONSERVATION ACT

Contractor must adhere to the standards and policies relating to energy efficiency, which
are contained in the State energy conservation plan issued in compliance with the Energy
Policy and Conservation Act (Pub. L. 94-163, 89 Stat.871).

9.46
ORDER OF PRECEDENCE

In the event of a conflict in the provisions of this contract and Contractor’s license
agreement, if applicable, the terms of this contract shall prevail.

9.47
INCORPORATION OF DOCUMENTS

9.47.1
The following are to be attached to and made part of this Contract:

9.47.1.1 Exhibit A – Vendor Contact Information

9.47.1.2 Exhibit A-1 – Revenue Sharing Plan

9.47.1.3 Exhibit B – Scope of Work

9.47.1.4 Exhibit C – Functional and Non-Functional Requirements Matrix

9.47.1.5 Exhibit D – Information Technology Supplemental Terms and
Conditions

9.47.1.6 Exhibit E – Service Level Agreement

9.47.1.7 Exhibit F – Contractor proposal dated February 27, 2024, submitted in
response to County RFP (Reference document)

9.48
NOTICES

All notices given pursuant to the terms of this contract shall be addressed to:

For County:

Maricopa County
Office of Procurement Services
301 W. Jefferson Street
Suite 700
Phoenix, Arizona 85003

For Contractor:

TouchPay Holdings, LLC
10005 Technology Blvd West, Suite 130
Dallas, TX 75220

SERIAL 230208-RFP

IN WITNESS WHEREOF, this contract is executed on the date set forth above.

CONTRACTOR

AUTHORIZED SIGNATURE

PRINTED NAME AND TITLE

ADDRESS

DATE

MARICOPA COUNTY

CHAIRMAN, BOARD OF SUPERVISORS

DATE

ATTESTED:

CLERK OF THE BOARD

DATE

APPROVED AS TO FORM:

DEPUTY COUNTY ATTORNEY

DATE
Matthew Caesar - President
10005 Technology Blvd West, Suite 130
Dallas, TX 75220
07/12/2024

SERIAL 230208-RFP

EXHIBIT A - VENDOR CONTACT INFORMATION

SERIAL:
230208-RFP
NIGP CODE:
20628
COMPANY NAME:
TouchPay Holdings, LLC
DOING BUSINESS AS (dba):
MAILING ADDRESS:
10005 Technology Blvd West, Suite 130 Dallas, TX
75220
REMIT TO ADDRESS:
See above
TELEPHONE NUMBER:
972-506-8791
FAX NUMBER:
972-506-8783
WWW ADDRESS:
viapath.com
REPRESENTATIVE NAME:
Keith Benton
REPRESENTATIVE TELEPHONE NUMBER:
903-316-3506
REPRESENTATIVE EMAIL ADDRESS
keith.benton@viapath.com

YES
NO
REBATE
WILL ALLOW OTHER GOVERNMENTAL ENTITIES TO
PURCHASE FROM THIS CONTRACT:
[X]
[ ]

SERIAL 230208-RFP

EXHIBIT A-1 - REVENUE SHARING PLAN

1.0 TRUST/COMMISSARY
1.1 TRANSACTION
AMOUNT (CASH):
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$20.00
$ 3.95
$-
$ 3.95
$20.01-$50.00
$ 4.95
$ 1.00
$ 5.95
$50.01-$100.00
$ 4.95
$ 2.00
$ 6.95
$100.01-$500.00
$ 5.95
$ 3.00
$ 8.95
$500.01 and above
$ 6.95
$ 3.00
$ 9.95

NOTE: The Company will provide an additional $.50 to the County Revenue Share (Flat) for every tier for this
payment type. However this will not be added to the Fee Charged To Customer. For example: The Transaction
Amount $20.01-$50.00 will provide the County $1.50 in Revenue Share, however the Charge to the Customer
will remain at $5.95.
1.2 TRANSACTION
AMOUNT (CC, DC,
ACH):
$0.01-$20.00
$ 3.95
$-
$ 3.95
$20.01-$50.00
$ 4.95
$ 1.00
$ 5.95
$50.01-$100.00
$ 4.95
$ 2.00
$ 6.95
$100.01-$500.00
$ 5.95
$ 3.00
$ 8.95
$500.01 and above
$ 6.95
$ 3.00
$ 9.95
NOTE: A 3.5% credit card processing fee applies to each of the payment tiers
above.

NOTE: The Company will provide an additional $.50 to the County Revenue Share (Flat) for every tier for this
payment type. However this will not be added to the Fee Charged To Customer. For example: The Transaction
Amount $20.01-$50.00 will provide the County $1.50 in Revenue Share, however the Charge to the Customer
will remain at $5.95.
1.3 RETAIL
LOCATIONS:
$0.01-$20.00
$ 4.50
$ 0.50
$ 4.50
$20.01-$50.00
$ 4.50
$ 0.50
$ 4.50
$50.01-$100.00
$ 4.50
$ 0.50
$ 4.50
$100.01-$500.00
$ 4.50
$ 0.50
$ 4.50
$500.01 and above
$ 4.50
$ 0.50
$ 4.50

NOTE: The Company will provide $.50 to the County Revenue Share (Flat) for every tier for this payment type.
However this will not be added to the Fee Charged To Customer. For example: The Transaction Amount $20.01-
$50.00 will provide the County $.50 in Revenue Share, however the Charge to the Customer will remain at $4.50.

SERIAL 230208-RFP

2.0 SELF-BAIL
2.1 TRANSACTION
AMOUNT (CASH):
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$20.00
$ 5.00
$0.00
$ 5.00
$20.01-$50.00
$ 5.00
$0.00
$ 5.00
$50.01-$100.00
$ 5.00
$0.00
$ 5.00
$100.01-$500.00*
$ 10.00
$0.00
$ 10.00
$500.01 and above*
$ 10.00
$0.00
$ 10.00

*Note: For payments above $100.00 TouchPay will add $5.00 per each additional $100.00 per payment. Command
staff previously determined that there should be no revenue share on this type of payment to ensure the fee would
not be too high. If this needs to be reassessed, TouchPay is amendable. There is no revenue share on these
payments today.
2.2 TRANSACTION
AMOUNT (CC, DC,
ACH):
$0.01-$20.00
$ 5.00
$0.00
$ 5.00
$20.01-$50.00
$ 5.00
$0.00
$ 5.00
$50.01-$100.00
$ 5.00
$0.00
$ 5.00
$100.01-$500.00*
$ 5.00
$0.00
$ 5.00
$500.01 and above*
$ 5.00
$0.00
$ 5.00

*Note: A 6.5% credit card processing fee applies to each of the payment tiers above. Command staff previously
determined that there should be no revenue share on this type of payment to ensure the fee would not be too
high. If this needs to be reassessed, TouchPay is amendable. There is no revenue share on these payments
today.
2.3 RETAIL
LOCATIONS:
$0.01-$20.00
N/A
N/A
N/A
$20.01-$50.00
N/A
N/A
N/A
$50.01-$100.00
N/A
N/A
N/A
$100.01-$500.00
N/A
N/A
N/A
$500.01 and above
N/A
N/A
N/A
3.0 INTAKE/BOOKING
KIOSK
3.1 TRANSACTION
AMOUNT:
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$10.00
$0.00
$0.00
$0.00
$10.01 and above
$0.00
$0.00
$0.00

SERIAL 230208-RFP

4.0 RELEASE CARD /
RELEASE KIOSK
4.1 RELEASE CARD
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$10.00
$0.00
$0.00
$0.00
$10.01 and above
$0.00
$0.00
$0.00
4.2 RELEASE KIOSK
$0.01-$40.00 Cash
$ 3.50
$ 0.50
$ 4.00
Remainder on Release
Card
N/A
N/A
N/A
5.0 BONDS / FINES
5.1 KIOSK AND WEB:
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$20.00
$ 5.00
$0.00
$ 5.00
$20.01-$50.00
$ 5.00
$0.00
$ 5.00
$50.01-$100.00
$ 5.00
$0.00
$ 5.00
$100.01-$500.00*
$ 5.00
$0.00
$ 5.00
$500.01 and above*
$ 5.00
$0.00
$ 5.00

*Note: A 6.5% credit card processing fee applies to each of the payment tiers above. *Note: Command staff
previously determined that there should be no revenue share on this type of payment to ensure the fee would
not be too high. If this needs to be reassessed, TouchPay is amendable. There is no revenue share on these
payments today.
5.2 ALL CREDIT/DEBIT
CARDS:
$0.01-$20.00
$ 5.00
$0.00
$ 5.00
$20.01-$50.00
$ 5.00
$0.00
$ 5.00
$50.01-$100.00
$ 5.00
$0.00
$ 5.00
$100.01-$500.00
$ 5.00
$0.00
$ 5.00
$500.01 and above
$ 5.00
$0.00
$ 5.00

SERIAL 230208-RFP

6.0 CIVIL PROCESSES
6.1 TRANSACTION
AMOUNT (CASH):
BASE
TRANSACTION FEE
COUNTY REVENUE
SHARE (FLAT)
TOTAL FEE CHARGED
TO CUSTOMER
$0.01-$20.00
$ 3.95
$-
$ 3.95
$20.01-$50.00
$ 4.95
$ 1.00
$ 5.95
$50.01-$100.00
$ 4.95
$ 2.00
$ 6.95
$100.01-$500.00
$ 5.95
$ 3.00
$ 8.95
$500.01 and above
$ 6.95
$ 3.00
$ 9.95
NOTE: The Company will provide an additional $.50 to the County Revenue Share (Flat) for every tier for this
payment type. However this will not be added to the Fee Charged To Customer. For example: The Transaction
Amount $20.01-$50.00 will provide the County $1.50 in Revenue Share, however the Charge to the Customer
will remain at $5.95.
6.2 TRANSACTION
AMOUNT (CC, DC,
ACH):
$0.01-$20.00
$ 3.95
$-
$ 3.95
$20.01-$50.00
$ 4.95
$ 1.00
$ 5.95
$50.01-$100.00
$ 4.95
$ 2.00
$ 6.95
$100.01-$500.00
$ 5.95
$ 3.00
$ 8.95
$500.01 and above
$ 6.95
$ 3.00
$ 9.95

Note: A 3.5% credit card processing fee applies to each of the payment tiers above.

SERIAL 230208-RFP

EXHIBIT B - SCOPE OF WORK

1.0
INTENT

1.1
The Contractor shall provide to Maricopa County Sheriff’s Office (MCSO) an integrated
solution to reduce/eliminate the need for personnel to directly handle cash and to improve
internal cashiering processes. The system functionality shall include but is not limited to
the following: interactive voice response (IVR), web access via portal for the ability to add
monies to an inmate’s account by family and friends and software to allow for electronic
transmission of monies, remote deposits, and produce preloaded debit cards.

1.2
The solution shall facilitate the processing of hourly/daily collection of cash upon intake
and booking to the Maricopa County Sheriff’s Office (MCSO) Intake, Transfer, and Release
(ITR) and/or the MCSO Court Operations unit; payments of bonds, fees, fines, permits,
through the Sheriff's Information Management Services (SIMS); deposits made
electronically or physical kiosks by to inmate trust accounts, the processing of funds to be
released by debit card upon inmate release from custody. Inmate accounts may also
receive deposits from another deposit source depending on inmate program participation.
Deposit operations from different sources must not interfere with each other.

1.3
The Contractor shall meet the future needs to eliminate cash handling in other areas and/or
enhance services within MCSO or other County departments that arises, (e.g., identified
or directed.) These future phases will require the Contractor to provide cost-neutral,
revenue-generating solution(s) for the processing of automated payments, electronic and
remote deposits, or alternative cash handling features at various cashier locations that
accept or disburse payments throughout the County.

1.4
The Contractor shall provide a solution capable of integrating with MCSO and/or County
data management systems using standard data transfer protocols. The solution must be
capable of providing detailed transaction reports for reconciliation by MCSO or other
County departments. The awarded Contractor shall be responsible for any travel/business
expenses relating to management and monitoring of the solution.

1.5
The Contractor shall provide a solution for the furnishing, installation, and maintenance of
a portable, automated central payment system that will enable MCSO customers, or agents
of customers, to make payments or deposits to/from individual accounts maintained in
MCSO, as well as other data management systems that process payments from the public.
This includes any Information Technology (IT) infrastructure requirements such as data
cabling, server connection, maintenance and server for all kiosk types and all services
provided under this contract shall be performed at no cost to MCSO or the County.

1.6
The Contractor shall remit a portion of all transaction fees, or other revenues collected,
back to MCSO and at no cost to the County. See Attachment A-1 – Revenue Sharing Plan
for fees breakdown.

The Contractor has read, understands and will comply with the intent as defined herein.

SERIAL 230208-RFP

2.0
BUSINESS REQUIREMENTS

The cashless solution must provide the County and MCSO the ability to establish strong effective
internal controls and offer a risk-free solution. The solution must also meet and comply with all
banking, federal and state regulations, and requirements.

This solution must be zero cost to MCSO, guarantee all funds with no charge backs and include
provisions of a revenue share to MCSO. The Contractor shall begin to deliver and install new or
less than one year old hardware (intake/booking kiosks, countertop kiosks, and release kiosks) no
later than 90 days from contract award to be completed no later than 120 days from contract
signature.

The Contractor has read, understands, and will comply.

The Contractor must specifically address the following:

2.1
Intake kiosks for depositing United States (U.S.) monies collected upon arrest/intake by
booking number and provide receipt of deposit of U.S. funds to arresting agent (deputy,
officer, etc.).

The Contractor has read, understands, and will comply.

Maricopa County and MCSO will continue to receive TouchPay’s Intake Kiosks for depositing monies
collected during the arrest/intake process.
Intake/Booking Kiosk
We propose our Intake and Booking Kiosk (Intake Kiosk) to automate the counting, processing, and
depositing of an arrestee’s cash bills and coins in MCSO’s facility intake and booking areas. Funds
collected are deposited in the inmate’s trust fund and are available for commissary purchases during the
inmate’s incarceration.
The Intake Kiosk was specifically designed
to replace manual, time-consuming
currency processing, and cash-
management activities. It can
simultaneously count and process U.S.
cash bills and coins, thus reducing the time,
labor, and expense of manually processing
cash during booking. The kiosk’s rugged
design is built with advanced technology to
withstand the rigorous booking environment.
Our intake kiosk accepts, and counts, up to
30 bills and up to 300 coins at a time. Bulk
bill and coin processing is unique to our
Intake Kiosk, while our competitor’s kiosks
only process one coin and one bill at a time.
FEATURES
BENEFITS
Counts US cash bills and coins in
BULK—up to 30 bills at a time and up to
300 coins per minute
Eliminates risks associated with manual cash counting
and management
Reduces inmate booking time and intake congestion

SERIAL 230208-RFP

FEATURES
BENEFITS
24/7/365 self-service turnkey solution
Includes installation, training, monitoring, service, cash
pick up, client support, and reporting
Requires no facility maintenance
Allows employee allocation to mission-critical tasks vs.
cash-handling activities
Real-time transactions and reporting
Posts to inmate’s account within seconds
Provides immediate access to transaction records
Bulk-note feeder with fast-load bill tray
Reads, validates, counts, and stacks notes securely
Rejects counterfeit currency
Barcode scanner
Automates inmate identification at booking
Eliminates manual entry and identification errors
Impact-resistant touch screen operation
Provides ease of use for arresting officers
Printed receipts
Provides a transaction record, which is placed in
inmate’s property bag
Additional Intake Kiosk features include:
•
Accepts $1, $2, $5, $10, $20, $50, and $100 US Currency in bulk and in any order
•
Locking coin tray
•
Coin rejection slot
•
Non-secured receipt paper access
•
Single-sided access for easier service and installation
•
Built-in digital camera—no additional equipment required for monitoring
•
Fully secured door with combination lock for courier and maintenance service
•
Remote online monitoring by TouchPay for kiosk status and service
•
Courier services and all kiosk supplies provided by TouchPay
Upon completing each transaction, the kiosk prints two receipts and takes a picture of the user. One receipt
can be placed directly into the inmate’s property bag and the other processed per facility guidelines.
Transaction history, user photo, and the option to print additional receipts are available on the TouchPay
website through the Partner/Facility Login, which only allows access to authorized users.
Because receipt paper is positioned in an accessible compartment, facility staff can easily replace receipt
paper on their own, without the need for a service call. However, the cash box is securely protected from
anyone other than TouchPay authorized personnel. Our kiosks have never been successfully penetrated
by unapproved persons.

2.2
Public kiosks to accept payments by the public (family and/or friends) by cash, credit or
debit card for deposit to an inmate’s trust account.

The Contractor has read, understands, and will comply.

SERIAL 230208-RFP

TouchPay’s Lobby Kiosk will accept payments
made by the public. Deposits can be cash,
credit or debit card. Funds will be deposited
into the inmate’s trust account.
Benefits of cash automation for our clients
include:
•
Offering a convenient
payment option for un-
bankable and cash only
customers
•
Increasing collections and
transaction revenues
•
Providing extended
payment hours with
24/7/365 availability
•
Reducing staff cash
handling requirement
TouchPay is a Payment Card Industry Data
Security Standard (PCI DSS) compliant
vendor.

SERIAL 230208-RFP

FEATURES
BENEFITS
Accepts CASH (Including $1),
Credit, or Debit Cards
Provides an option for un-bankable and cash-only
customers—accepts $1, $2, $5, $10, $20, $50, and
$100 bills
24/7/365 Self-Service Turnkey Solution
Includes installation, training, monitoring, service, cash
pick up, marketing, customer support, and reporting—
requires no facility maintenance
Allows allocation of employee time to mission-critical
tasks vs. cash-handling activities
Real-Time Transactions, Reporting, and
Customer Service
Posts to account in seconds
Provides immediate access to transaction records
Enables customer service to answer questions on a
transaction, even if it just occurred
Multiple Payment Types Accepted
Increases efficiencies gained from automation
Streamlines all payment processing and reporting
Toll-Free Customer Service Number on
Kiosk
Reduces customer inquiries to the agency
Bill Validator
• Rejects counterfeit bills
Built-In Digital Camera
• Increases auditing and investigative efforts with photo
of each customer
ALL Payments are Guaranteed
• Agency NEVER has to be concerned with
chargebacks
Bilingual Touchscreen
• Is as easy to use as an ATM
Barcode Scanner
• Increases speed and accuracy of customer
identification
• Ensures data integrity and accuracy
Receipt
• Provides transaction record, reducing disputes
17” Informational Monitor
• Displays client logos, branding, messages, and
information as requested by the agency
ADA Requirements
TouchPay’s Lobby Kiosks also meet all ADA requirements and applicable mandates for accessible
design. TouchPay's Lobby Kiosks operate through large sensitive touch areas on the touch screens to
complete the steps of the payment process, graphics are easily read by people with limited vision, and
there are no flashing elements that could trigger optical disturbances.
To enable access to those with physical disabilities, the interactive touch screens comply with the 15-inch
minimum and 48-inch maximum height requirements of the Americans with Disabilities Act. The colors of
displays are easy to read, even if the customer is color blind.
TouchPay processes payments across many different jurisdictions in Arizona and has met all state’s
disability requirements. Our kiosks are as easy to use as a bank ATM. TouchPay is working to become
fully ADA Section 508 compliant.

SERIAL 230208-RFP

Countertop Kiosk
TouchPay’s countertop terminal is ideal for
small offices with little need for a full lobby kiosk
but with a need to take credit and debit cards.
The countertop kiosk, through its easy, card-
swipe operation, is designed to automate some of the steps
necessary for manually processing credit or debit cards in a
facility. It improves line flow at the cashier’s window, and it
provides the same reporting capabilities, customer support and
reliability as all the other TouchPay payment portals.
The Countertop terminal:
• Accepts Visa, and MasterCard
• Has a touchscreen interactive interface for users
• Is simple to use without training
• Provides real-time account validation and consumer fraud protection
• Includes on-demand electronic reporting
• Provides real-time payment processing
• Provides instant customer receipts
• Seamlessly reconciles with all TouchPay automated payment portals
• Is monitored by TouchPay’s Technical Support team for flawless service

2.3
IVR, and Web-based application or websites to allow remote access for deposit by the
pubic (family and/or friends) by credit or debit cards electronically.

The Contractor has read, understands, and will comply.

TouchPay provides IVR, website, and mobile app payment channels for the public to make deposits by
credit or debit cards.
IVR Automated Payment System with Live Bilingual Support
TouchPay’s bilingual IVR phone payment system consistently allows users to complete a transaction in
minutes, whether they are using credit or debit cards and when they enter the required account
information.
The IVR phone payment portal allows customers to:
•
Pay with Visa, MasterCard, and Discover credit/debit cards
•
Select from a valid range of transaction options using a telephone
•
Complete and have transactions posted 24 hours a day, 7 days a week, 365 days a year
•
Have live bilingual phone support
•
Have confidence that their payments and personal information will be securely handled and
posted in real-time
•
Have the same easy-to-use payment experience available with online portals
Online Payment Portal
Maricopa County’s friends and family and the public can access
TouchPay’s easy-to-use, reliable web-based, fully hosted online payment
portal. The online payment portal allows users to complete a transaction in
minutes whether they are doing a credit, debit, or mobile, when they enter
the required account information. Like all TouchPay’s payment systems, the
portal is secure, convenient, easy, and fast, and phone support is available
if your payers have any questions.

SERIAL 230208-RFP

TouchPay’s online payment portal allows customers to:
•
Pay with Visa, MasterCard, and PayPal.
•
Select from valid transaction options available at any web portal.
•
Complete and have transactions posted 24 hours a day, 7 days a week, 365 days a year.
•
Have live bilingual phone support.
•
Have confidence their payments and personal information will be securely handled and posted in
real time.
•
Have the same easy to use payment experience available through TouchPay’s Web, Lobby
Kiosk, or IVR & Mobile payment portals

2.4
Kiosks where needed to allow for credit or debit cards to be used by the public (family
and/or friends) for bail, bond, and fines payments.

The Contractor has read, understands, and will comply.

TouchPay, with Maricopa Leadership designed a specialized unit to create a methodical process of
accepting credit and debit cards with onsite officer validation of amounts and fines to expedite the release
of those offenders who were eligible for cash bond through the courts system. This is a one of a kind
developed specifically for Maricopa County

2.5
Kiosks should have the ability to accept cash, checks, money orders, and other legal paper
financial instruments, in U.S. funds only, plus debit and credit card transactions, to be
programmed by location.

The Contractor has read, understands, and will comply.

In previous Maricopa/TouchPay meetings, it was determined that, for bond payments, due to overage and
refund issues created by the taking of cash, the County did not want to utilize the cash option. If the needs
of the Maricopa team have changed, TouchPay has the technology and can help Maricopa achieve that
goal.

2.6
IVR and web-based program(s) should accept debit and credit card transactions.

The Contractor has read, understands, and will comply.

In previous Maricopa/TouchPay meetings, it was determined that, due to technical issues created by the
verifying fines amounts, the County did not want to utilize this option. If the needs of the Maricopa team
have changed, TouchPay has the technology and can help Maricopa achieve that goal.

2.7
The solution can process bonds and fines payments, i.e., receive payments from offender
and public.

The Contractor has read, understands, and will comply.

2.8
The system will not accept payment for more than amount owed related to bonds fines or
service fees.

The Contractor has read, understands, and will comply.

Currently, this verification is provided by SIMs officers. If Maricopa is looking for an automated option,
TouchPay is willing to help Maricopa Leadership design and implement this option.

2.9
The solution indicates how a bond was paid – via kiosk, phone, internet, or self-bond.

The Contractor has read, understands, and will comply.

TouchPay’s Realtime reporting lists all required information of the completed payments for Maricopa

SERIAL 230208-RFP

2.10
The solution has ability for bond receipts to print automatically to payee and other
designated areas.

The Contractor has read, understands, and will comply.

2.11
The solution must provide detailed reporting information to courts, (example: date, time,
name, amount, court, who posted bond, and the case number.)

The Contractor has read, understands, and will comply.

2.12
The solution should easily route payments to the appropriate jurisdictional court using bank
routing information.

The Contractor has read, understands, and will comply.

2.13
The solution should provide notification electronically directly to various courts on electronic
fund transfers (EFT) of delivered funds to the appropriate bank account.

The Contractor has read, understands, and will comply.

2.14
The solution must allow search queries by MCSO staff in order to locate the person’s
unique identifying account number (called a “case number”). For example, the query must
be able to search by:

2.14.1 Inmate’s first and last name

The Contractor has read, understands, and will comply.

2.14.2 Payer’s first and last name

The Contractor has read, understands, and will comply.

2.14.3 Booking number for the inmate

The Contractor has read, understands, and will comply.

2.14.4 Transaction number

The Contractor has read, understands, and will comply.

2.14.5 Case number and state the paperwork originated from.

The Contractor has read, understands, and will comply.

2.15
A kiosk with ability to create and activate debit cards upon and at the time of inmate release.

The Contractor has read, understands, and will comply.

Our release kiosk, designed specifically for Maricopa is currently in use at MCSO, creates and activates
debit cards for inmates being released. This is done without an officer handling the debit cards. With
TouchPay, this debit card creation and activation kiosk service will continue for the County with zero “pain
of change.”

2.15.1 Ability for MCSO staff processing funds for release to view available trust account
balance.

The Contractor has read, understands, and will comply.

SERIAL 230208-RFP

2.15.2 Ability to fund debit card and print or produce card via system kiosk.

The Contractor has read, understands, and will comply.

2.15.3 The solution must interface with financial systems providing audit trail and
communication on fund release, date, and time.

The Contractor has read, understands, and will comply.

2.15.4 Print receipt(s) for MCSO staff member to provide receipt showing debit card
balance.

The Contractor has read, understands, and will comply.

2.16
The solution must have defined processes for the following:

2.16.1 Setting up banking controls with contractor and MCSO’s designated banks.

The Contractor has read, understands, and will comply.

2.16.2 Timeline for implementation and go-live.

The Contractor has read, understands, and will comply.

The Contractor shall provide a detailed implementation plan and timeline upon 30 days of contract award.
As most of the services and equipment are already in place today there will be little needed on TouchPay
or MCSO’s part to move forward into the new contract term. To meet the "new or less than one year old"
requirement, TouchPay commits to refresh our equipment. This equipment refresh will be coordinated with
MCSO in order to continue our theme of "zero pain of change.

2.16.3 Identify any outside interfaces that will apply.

The Contractor has read, understands, and will comply.

As incumbent vendor, we have outside interfaces with Shield, CACTAS and
NUMI (for release debit cards). With the new contract, we will be introducing
Western Union to our offering at MCSO. Western Union provides friends and
family members convenient ways to send money to their incarcerated loved
ones. Consumers can pay in person at over 57,000 Western Union agent
locations in the United States, including every Wal-Mart by using cash,
credit card, or debit card.

2.16.4 Establish standard online reports for Finance/Accounting.

The Contractor has read, understands, and will comply.

As incumbent Central Payment Processing System vendor, TouchPay currently provides all required
Finance/Accounting online reports. TouchPay will continue to meet this requirement for the duration of the
new contract term. Should MCSO have Finance/Account reporting requirements beyond what are currently
providing, TouchPay is open to discussing the requirements and formulating a plan to address them; we
want to be your partner.

2.16.5 Ability for training, including an outline/syllabus for course(s).

The Contractor has read, understands, and will comply.

TouchPay provides training for Maricopa personnel, marketing to prospective users, and easily accessible
support to customers using any TouchPay payment portal. As your current provider of services today most

SERIAL 230208-RFP

of your staff are already fully trained in the use of the accounting system and any new or refresher training
outlines will be customized to meet the needs of Maricopa County. Training can be delivered onsite or
through virtual training sessions, or through interactive and web-based tools. We can also record the
training sessions allowing staff to review as needed. Kiosk training has also already been provided and
most of your staff are very familiar with how to use the kiosks. They are very straightforward to use (similar
to ATM functionality) and our field service and back-office support teams are always available to assist
should staff have any questions. TouchPay provides all online reference materials, quick tips, and
marketing materials at no cost to Maricopa County. In addition, TouchPay will provide release notes and
update materials when new releases or patches are installed to any of the provided platforms.

2.17
The solution must generate daily reports to reconcile transactions made and received.

The Contractor has read, understands, and will comply.

TouchPay’s solution generates daily reports to reconcile transactions made and received.

2.18
The solution must have a void mechanism with a complete audit trail and does not allow a
deletion of a transaction.

The Contractor has read, understands, and will comply.

2.19
The solution must provide various levels of access and user permissions with regard to
business transactions.

The Contractor has read, understands, and will comply.

2.20
Kiosks must be new or less than one year old.

The Contractor has read, understands, and will comply.

To meet the "new or less than one year old" requirement, TouchPay commits to refresh our equipment.
This equipment refresh will be coordinated with MCSO in order to continue our theme of "zero pain of
change." The Contractor shall provide a detailed implementation plan and timeline upon 30 days of contract
award.

2.21
KIOSK PURPOSES AND LOCATIONS

This solution will require installation of kiosk systems for monies collected at intake, deposit
to trust accounts, accepting payment for bonds and fines, creation of debit cards upon
release. The following locations and areas shall require kiosks.

The Contractor has read, understands, and will comply.

2.21.1 Jail Kiosks for Deposit of Cash Collected Upon Booking

U.S. cash (bills and coins) collected from individual upon booking will be deposited
by inmate’s booking number to trust accounts by arresting agencies and/or MCSO
deputies.

Qty
Description
Location Name
Location Address
Purpose

4
Money
deposit kiosk
MCSO Intake,
Transfer and
Release (ITR) Intake
Area

2670 S. 28th Dr.
Phoenix,
Arizon85009

Collection of monies
upon intake to jail
1
Money deposit
kiosk

MCSO Court
Operations –
Remand Area
175 W. Madison
St. Phoenix,
Arizona 85003
Collection of monies
upon intake into custody

SERIAL 230208-RFP

from court remand area
at South Court Tower

The Contractor has read, understands, and will comply.

2.21.2 Jail Kiosks for Cash out of Funds from Trust Account to a Debit Card Upon Inmate
Release

For creation of debit cards with inmate funds distributed on it upon release. See
Attachment E: Functional and Non-Functional Requirements Matrix, specifically
Intake and IVR kiosks tabs.

Qty

Description

Location Name
Location Address
Purpose

2
Kiosks
MCSO Intake, Transfer
and Release (ITR)
Release Area

2670 S. 28th Dr.
Phoenix,
Arizona 85009
Distribution of
funds in Inmate’s
trust account
upon release
from jail

The Contractor has read, understands, and will comply.

2.21.3 Credit Card Processing Terminal Bonds and Fines

For the processing of credit card payments for bail and fines.

Qty
Description

Location Name
Location Address
Purpose

Credit Card/Point of
Sale Terminal for
Accepting Payments
Via Credit or Debit
Card
Maricopa County 4th
Avenue Jail Bond &
Fine room located on
the northwest corner
of the building.

201 S. 4th Avenue,
Phoenix, Arizona
85003
Public (family and
friends) to pay
bonds and fines
by credit card

The Contractor has read, understands, and will comply.

2.21.4 Public Kiosks for Deposit of funds to Inmate Trust Accounts

For addition of funds by family and friends to an inmate's trust account

Qty

Description

Location Name
Location Address
Purpose

1
Kiosk for deposit to
nmate trust accounts
via credit, debit and
cash
4th Avenue Jail Public
Visitation Lobby
4th Avenue Jail
201 S. 4th Avenue,
Phoenix, Arizona
85003
Deposit of funds
to an inmate’s
trust account by
the public (family
or friends of an
inmate.)
1
Kiosk for deposit to
inmate trust accounts
via credit, debit and
cash
Estrella Jail Public
Visitation Lobby
Estrella Jail
Public Visitation Lobby
2939 W. Durango
Phoenix, Arizona
85009
Deposit of funds
to an inmate’s
trust account by
the public (family
or friends of an
inmate.)

SERIAL 230208-RFP

2
Kiosk for deposit to
inmate trust accounts
via credit, debit and
cash
Lower
Buckeye
Jail
Public Visitation Lobby
1
Lower
Buckeye Jail
Public Lobby
3250 W. Lower
Buckeye Road
Phoenix,
Arizona 85009
Deposit of funds
to an inmate’s
trust account by
the public (family
or friends of an
inmate.)
1
Kiosk for deposit to
inmate trust
accounts via credit,
debit and cash

Towers Jail Public
Visitation Lobby 2
Towers Jail
Public
Lobby/Visitation
3127 W.
Gibson Lane
Phoenix,
Arizona 85009
Deposit of
funds to an
inmate’s trust
account by the
public (family or
friends of an
inmate.)

1
Kiosk for deposit to
inmate trust
accounts via credit,
debit and cash

Mesa Courts
District I Substation
Public Lobby
1840 South Lewis
Street
Mesa, Arizona
85210
Deposit of
funds to an
inmate’s trust
account by the
public (family or
friends of an
inmate.)

2
Kiosk for deposit to
inmate trust
accounts via credit,
debit and cash

Intake, Transfer, and
Release (ITR)
ITR Jail
Public Lobby
2670 South 28th
Drive
Phoenix, Arizona
85009
Deposit of
funds to an
inmate’s trust
account by the
public (family or
friends of an
inmate.)

The Contractor has read, understands, and will comply.

2.22
Future Options and Needs

Other locations may be added in the future. Therefore, the contractor must install the
proposed solution at any new sites added by the MCSO and/or any County Department
or remove its solution from any sites deleted by the MCSO and/or any County Department.

The Contractor has read, understands, and will comply.

2.23
FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS MATRIX

The Contractor has read, understands, and will comply.

A complete description of these requirements is included in Exhibit C – Functional and
Non-Functional Requirements Matrix.

2.24
INTEGRATION REQUIREMENTS

2.24.1 The solution must operate in an environment that includes a secure, distributed
network of systems and personal computer (PC) workstations. Currently, all MCSO
systems can be accessed using transmission control protocol/internet protocol
(TCP/IP) on the County secure ethernet Wide Area Network (WAN). The proposed
solution must operate on an encrypted ethernet network and communicate via
TCP/IP using the MCSO - specified virtual private network (VPN) solution. The
system connectivity into this environment should be minimized for security and
efficiency reasons (i.e., centralized contractor server approach).

SERIAL 230208-RFP

The Contractor has read, understands, and will comply

2.24.2 The system must interface with MCSO data systems using MCSO-preferred
transaction-oriented protocols in near real-time within our secure network
environment. The preferred approach is via a contractor centralized server
connection to the County integration engine to minimize external connectivity to
the MCSO network. The County integration engine is used to facilitate connectivity
between systems using a myriad of transport and data formatting protocols.

The Contractor has read, understands, and will comply.

2.24.3 Additionally, MCSO maintains a full, parallel development/test environment for IT
systems. The proposed solution should integrate with existing MCSO systems and
processes and should support a full development/test environment. Please
elaborate on how your proposal will meet or exceed these requirements.

The Contractor has read, understands, and will comply.

2.24.4 See additional requirements included in Exhibit C - Functional and Non-Functional
Requirements Matrix.

The Contractor has read, understands, and will comply.

A complete description of these requirements is included in Exhibit C – Functional and

Non-Functional Requirements Matrix.

SERIAL 230208-RFP

EXHIBIT C - FUNCTIONAL AND NON-FUNCTIONAL REQUIREMENTS

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement
Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

INTAKE CASH
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available
out of the box; what configuration
is needed to meet the requirement;
what programming is needed to
meet the requirement; or when and
what functionality will be released
to meet the requirement.)
ICS001
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Intake Kiosk must be
constructed of
durable materials and
of the same design
and interface at each
location.
Mandatory
Turnkey
System
X

The Kiosk is built with steel and
tamper-proof advanced plastics.
The same model of intake kiosk
will be used at each intake kiosk
location.
ICS002
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Units must be
institutional durability
quality.
Mandatory
Turnkey
System
X

The kiosk’s rugged design is built
with advanced technology to
withstand the rigorous booking
environment.
ICS003
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Unit must have a
secure yet easily
accessible safe.
Mandatory
Turnkey
System
X

The kiosk is equipped with a fully
secured door with 2-layer security
combination lock for courier and
maintenance service.
ICS004
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Single unit must be
able to accept coins
and bills: pennies,
silver dollars, 50 cent
all american coins
etc.
Mandatory
Turnkey
System

TouchPay currently does not
accept silver dollars or unusual
coins and ask that they be placed
in the offender's property bag, but
if the Maricopa team wishes to look
at adding this ability, TouchPay is
willing to look at adding the
functionality.
ICS005
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Unit must have a
hopper for coin
collection (not slot).
Mandatory
Turnkey
System
X

TouchPay 's coin hopper allows
the counting of 300 coins per
minute to help alleviate the burden
of Maricopa staff.
ICS006
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Unit must have a
hopper for bill
collection (not single
feed).
Mandatory
Turnkey
System
X

TouchPay's intake kiosk allows for
30 bills in any order to alleviate
burden on Maricopa staff.
ICS007
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Unit must accept bills
of all U.S.
denominations.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
ICS008
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
User must not be
required to sort bills.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
ICS009
INTAKE CASH
SPECIFICATIONS
Kiosk
Machine
Unit must be able to
detect and separate
counterfeit bills.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.

SERIAL 230208-RFP

ICS010
INTAKE CASH
SPECIFICATIONS
General
Any counterfeit bills
found subsequent to
completion of the
transaction shall be
the responsibility of
the Contractor.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS011
INTAKE CASH
SPECIFICATIONS
General
Contractor accepts
liability when there is
a money error when
placing funds into an
intake unit.
Mandatory
Turnkey
System
X

TouchPay Guarantees all monies
100% accepted by our payment
systems.
ICS012
INTAKE CASH
SPECIFICATIONS
Kiosk Screen
Function
System must allow
user to perform all
operations without the
use of a mouse.
Mandatory
Turnkey
System
X

TouchPay's Kiosk is a touchscreen
operation. There is no need for a
mouse to complete transactions.
ICS013
INTAKE CASH
SPECIFICATIONS
Kiosk Screen
Function
System must have
pre-set prompts to
ensure that the
processes are
followed properly.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS014
INTAKE CASH
SPECIFICATIONS
Kiosk Screen
Function
System must provide
"Self Help" for the
user.
Mandatory
Turnkey
System
X

TouchPay's Intake Kiosk is written
with user experience in mind so
that officers can easily follow the
prompts and screens to complete
the transactions for the booking
process.
ICS015
INTAKE CASH
SPECIFICATIONS
Kiosk Screen
Function
System should allow
user to have only one
active session (i.e.,
active window).
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS016
INTAKE CASH
SPECIFICATIONS
General
System must utilize
MCSO active booking
number for proper
tracking and
documenting of
transactions. (status
must not = release)
Mandatory
Turnkey
System
X

This is standard with TouchPay.
ICS017
INTAKE CASH
SPECIFICATIONS
General
System must be able
to interpret a printed
bar-code with
inmate's booking
number.
Mandatory
Turnkey
System
X

TouchPay currently utilizes bar
code technology.
ICS018
INTAKE CASH
SPECIFICATIONS
General
System must accept
all valid funds
deposited (i.e., no
transactional
monetary limit).
Mandatory
Turnkey
System
X

TouchPay accepts all deposit
amounts and adheres to all
regulatory limits of state and
federal regulatory agencies.
ICS019
INTAKE CASH
SPECIFICATIONS
General
System must allow for
multiple deposits to
an inmate's account.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS020
INTAKE CASH
SPECIFICATIONS
General
System must be able
to differentiate
between types of
inmate funds deposits
(e.g., initial and
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.

SERIAL 230208-RFP

secondary) and
process accordingly.
ICS021
INTAKE CASH
SPECIFICATIONS
General
System must validate
all input data during
cash intake for
accuracy and
completeness.
(Contractor and
MCSO must mutually
agree upon validation
requirements.)
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS022
INTAKE CASH
SPECIFICATIONS
General
System must be able
to return deposit
funds, with
Supervisory approval,
if a deposit
transaction is
cancelled.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
ICS023
INTAKE CASH
SPECIFICATIONS
General
System must provide
instant cash flow to
inmate accounts.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS024
INTAKE CASH
SPECIFICATIONS
General
System must provide
one or more receipts
on all deposits.
Mandatory
Turnkey
System
X

This is a standard feature on our
TouchPay Intake Kiosk.
ICS025
INTAKE CASH
SPECIFICATIONS
General
System receipts must
be ink (not thermal).
Mandatory
Turnkey
System
X

TouchPay utilizes the best-in-class
printers for our kiosk which are
thermal. TouchPay's system
receipts can be printed on any
printer. If we were to modify it, it
would be a future release.
ICS026
INTAKE CASH
SPECIFICATIONS
General
System must provide
capability to reprint a
receipt.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
ICS027
INTAKE CASH
SPECIFICATIONS
General
Contractor
guarantees funds are
deposited in the
Inmate Trust Fund
bank account within
24 hours after posting
to the inmate's
account on MCSO
host systems.
Mandatory
Turnkey
System
X

TouchPay deposits funds within 24
business hours of the acceptance
of the transaction.
ICS028
INTAKE CASH
SPECIFICATIONS
General
System can accept
and account for
contraband money
(i.e., money found
without being able to
identify an inmate).
Mandatory
Turnkey
System
X

This is standard practice between
TouchPay and Maricopa today.
ICS029
INTAKE CASH
SPECIFICATIONS
General
The Contractor shall
describe the
architectural, design
and what exclusions
have been created in
Mandatory
Turnkey
System
X

We provided our overview of the
proposed Intake Kiosks in the body
or our response. Integrations for
Maricopa have been developed.

SERIAL 230208-RFP

the development of
the solution
Interfaces, and
integrations.
ICS030
INTAKE CASH
SPECIFICATIONS
General
The solution shall
utilize the existing
ICJIS Integration
Engine (IIE)
infrastructure within
Maricopa County for
all external system
interfaces and
messaging (MQ is
preferred, though
other options are
available).
Mandatory
Turnkey
System
X

TouchPay is integrated with all
MCSO's systems including their
preferred MQ methodology.
ICS031
INTAKE CASH
SPECIFICATIONS
General
System must
interface with the
relevant MCSO hosts
via the County's ICJIS
Integration Engine.
Mandatory
Turnkey
System
X

This is standard practice between
TouchPay and Maricopa today.
ICS032
INTAKE CASH
SPECIFICATIONS
General
When an inmate is re-
booked into an
MCSO jail,
Contractor's system
must provide for an
inmate's uncashed
debit card to be
posted to their
account.
Mandatory
Turnkey
System
X

This is standard practice between
TouchPay and Maricopa today.
ICS033
INTAKE CASH
SPECIFICATIONS
General
When an inmate is re-
booked into an
MCSO jail,
Contractor's system
must provide for an
inmate's uncashed
debit card to be
posted to their
account.
Mandatory
Turnkey
System
X

This is standard practice between
TouchPay and Maricopa today.

SERIAL 230208-RFP

System Requirements

FUNDS
RELEASE
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available out of
the box; what configuration is needed to
meet the requirement; what
programming is needed to meet the
requirement; or when and what
functionality will be released to meet the
requirement.)
FRS001
FUNDS RELEASE
SPECIFICATIONS
General
System must be able
to issue debit card.
Mandatory
Turnkey
System
X

Our release kiosk, designed specifically
for Maricopa, is currently in use at
MCSO. It creates and activates debit
cards for inmates being released. It is
TouchPay's plan to continue using this
release kiosk for debit card issuance
during the new contract term.
FRS002
FUNDS RELEASE
SPECIFICATIONS
General
Where applicable,
system must utilize
debit card
identification for
proper tracking and
documenting of
transactions.
Mandatory
Turnkey
System
X

Debit card transactions are recorded in
real time. Information on release card
usage is available in standard reporting.
Information provided for each card
transaction includes date and time,
location, and dollar amount.
FRS003
FUNDS RELEASE
SPECIFICATIONS
General
System must provide
to MCSO hosts the
debit card
identification
associated with each
funds release.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
FRS004
FUNDS RELEASE
SPECIFICATIONS
General
All requests for
release of inmate
funds will be initiated
by MCSO. Booking
number cannot be
provided.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
FRS005
FUNDS RELEASE
SPECIFICATIONS
General
Contractor must detail
bio-data necessary
for a funds release
(no booking number),
especially to answer
subsequent questions
from the recipient (to
verify identity).
Mandatory
Turnkey
System
X

Currently TouchPay and our partner
Numi utilize the released inmate's date of
birth for confirmation and their PIN
number.
FRS006
FUNDS RELEASE
SPECIFICATIONS
General
System must allow for
multiple funds release
requests from the
same inmate account.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

FRS007
FUNDS RELEASE
SPECIFICATIONS
General
System is able to
release funds to
friends/family
members if an inmate
requests these funds
be released via
specified Kiosk.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
FRS008
FUNDS RELEASE
SPECIFICATIONS
General
System must be able
to accept recipient's
name, funds release
amount, and PIN (if
debit card is being
issued) from MCSO
host.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
FRS009
FUNDS RELEASE
SPECIFICATIONS
General
System must validate
all funds release input
data for accuracy and
completeness.
(Contractor and
MCSO must mutually
agree upon validation
requirements.)
Mandatory
Turnkey
System
X

MCSO currently has a funds validation
practice in place. This process is a
mutually agreed process between MCSO
and TouchPay. TouchPay will continue
to work with MCSO to assure accuracy
and completeness of funds in the new
contract period.
FRS010
FUNDS RELEASE
SPECIFICATIONS
General
System must make
funds immediately
available to recipient
of funds.
Mandatory
Turnkey
System
X

Immediate funds availability is a
standard feature of TouchPay's
proposed system. This eliminates
concerns of releasing inmates during
evenings and weekends without travel
money.
FRS011
FUNDS RELEASE
SPECIFICATIONS
General
System must accept
all valid funds release
amounts (i.e., no
transactional
monetary limit).
Mandatory
Turnkey
System
X

Limit for automation is $9,999. per
federal regulations, larger loads require
more information than the interface will
provide.
FRS012
FUNDS RELEASE
SPECIFICATIONS
General
System must be able
to process a funds
release transaction
within ten (10)
seconds.
Mandatory
Turnkey
System
X

This is standard and is with normal range
of released funds.
FRS013
FUNDS RELEASE
SPECIFICATIONS
General
System must allow
MCSO to add money
to card already in use
if/when there is a
refund/credit given
after the inmate's
release.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
FRS014
FUNDS RELEASE
SPECIFICATIONS
General
Contracted company
takes full
responsibility for debit
cards after inmate's
funds have been
released, including,
but not limited to,
replacement card if
stolen.
Mandatory
Turnkey
System
X

Cardholders are protected as Mastercard
members.
FRS015
FUNDS RELEASE
SPECIFICATIONS
General
Debit cards for
release and/or inmate
funds are supplied to
Mandatory
Turnkey
System
X

As incumbent provider, TouchPay
supplies release debit cards and/or
inmate funds at no cost to Maricopa

SERIAL 230208-RFP

Maricopa County at
no cost.
County. It is TouchPay's plan to
continue to supply this service, in the
same manner, in the new contract term.
FRS016
FUNDS RELEASE
SPECIFICATIONS
General
Released inmates are
allowed at least two
(2) options to cash
out debit card at no
charge.
Mandatory
Turnkey
System
X

This is part of the Numi Debit Release
Card services that TouchPay provides
today and will continue to provide under
the new contract. PIN Purchases,
Signature purchases, opt-out mailed
check, Bank Teller Cash withdrawal and
Card to Checking Account transfer are
all free.
FRS017
FUNDS RELEASE
SPECIFICATIONS
General
Contractor provides
released inmates
and/or recipients of
debit cards with
written instructions on
how to use debit
cards and terms and
the conditions of
cards.
Mandatory
Turnkey
System
X

This is standard practice, provided by
TouchPay at MCSO today. It is
TouchPay's plan to continue to supply
this service, in the same manner, in the
new contract term. Written materials are
provided in English and Spanish.
FRS018
FUNDS RELEASE
SPECIFICATIONS
General
At minimum, debit
card instructions
cover PIN number,
minimal amount
usage (e.g., less than
$1.00), lost or stolen
cards, and any
possible fees
imposed for:
Mandatory
Turnkey
System
X

This is standard practice, provided by
TouchPay at MCSO today. It is
TouchPay's plan to continue to supply
this service, in the same manner, in the
new contract term.
FRS019
FUNDS RELEASE
SPECIFICATIONS
General
System must have
functionality to un-
fund a card if an error
in information (e.g.,
incorrect amount) is
discovered.
Mandatory
Turnkey
System
X

This is standard practice, provided by
TouchPay at MCSO today. It is
TouchPay's plan to continue to supply
this service, in the same manner, in the
new contract term.
FRS020
FUNDS RELEASE
SPECIFICATIONS
General
System must have a
check and balance
system in place for
card transactions
(funding, un-funding,
voiding, releasing of
cards for inmate's
accounts).
Mandatory
Turnkey
System
X

This is standard with our partner Numi.
FRS021
FUNDS RELEASE
SPECIFICATIONS
General
Reports for released
funds for financial
review by MCSO and
Intelligence purposes.
Mandatory
Turnkey
System
X

TouchPay provides (and will continue to
provide) a web-based interface that
enables MCSO staff to review the funds
that have been transferred and have
daily accounting reports that can be used
to balance the transfer of funds.
FRS022
FUNDS RELEASE
SPECIFICATIONS
General
System must not
provide duplicate fund
release numbers.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

System Requirements

KIOSK/IVR/WEB
INTERFACE
SPECIFICATION

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available out of
the box; what configuration is needed to
meet the requirement; what programming
is needed to meet the requirement; or
when and what functionality will be
released to meet the requirement.)
KIWIS001
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine
Public Kiosks must
be constructed of
durable materials
and be of the same
design and color at
each location.
Mandatory
Turnkey
System
X

Yes, all kiosks are constructed specifically
for use in public and correctional settings
and are durable. All kiosks will be the
same design and color at each location.
KIWIS002
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine
Public Kiosks must
be programmable by
location, i.e.,
depending upon the
intended purpose of
the unit.
Mandatory
Turnkey
System
X

The kiosks will be programmed by location
depending upon the intended purpose of
the unit.
KIWIS003
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine
System and
application must
meet ADA
requirements and
applicable mandates.
Mandatory
Turnkey
System
X

TouchPay kiosks meet ADA requirements
and applicable mandates. The kiosks meet
most ADA requirements for height,
colorbliness, etc. and TouchPay is working
to become fully ADA Section 508
compliant.
KIWIS004
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine, IVR,
WEB
Application is "user-
friendly," i.e., easy to
follow and navigate
through.
Mandatory
Turnkey
System
X

The kiosk machine, IVR and our website
are easy to follow and navigate with clear
instructions given and help provided.
KIWIS005
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
User interface is
available in English
and Spanish.
Mandatory
Turnkey
System
X

The system is available in English and
Spanish.
KIWIS006
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine
Kiosk interface is
"Touch Screen"
enabled.
Mandatory
Turnkey
System
X

The TouchPay kiosk interface is
touchscreen enabled.
KIWIS007
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
User interface has
"Self Help" with
multi-lingual
instruction
capabilities.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
KIWIS008
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
Available drop-down
lists are clearly and
consistently
identified on all
screens.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

KIWIS009
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
Toolbars or menus
are appropriate for
displayed screen.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS010
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
Function/command
keys are consistent
throughout the
program.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS011
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
Application has
"affirmative posting"
for user defined
screens.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS012
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Interface
Application has an
assigned key which
allows users to exit a
screen without
affecting anything
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS013
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor will
provide various types
of educational
materials to the
public and inmates.
Mandatory
Turnkey
System
X

TouchPay supplies bi-lingual
(English/Spanish) educational material in
the form of posters, wallet cards and flyers
to educate family members on different
ways to deposit funds.
KIWIS014
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine, IVR,
WEB
System accepts
cash, credit card,
and debit card
transactions.
Mandatory
Turnkey
System
X

TouchPay's multiple payment channels
provide an easy avenue for deposits to be
made and accepted using cash, credit
card, and debit cards.
KIWIS015
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Machine, IVR,
WEB
System will accept
Visa, Mastercard,
Discover debit and
credit cards.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS016
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
IVR, WEB
System is capable of
processing
transactions via EFT
(electronic funds
transfer) processed
via phone or internet.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
KIWIS017
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
IVR, WEB
Credit/Debit cards,
checks, and other
transactions
processed by
telephone or online
comply with all
applicable banking
and governmental
regulations.
Mandatory
Turnkey
System
X

TouchPay is a licensed money transmitter
in the state of Arizona and adheres to all
state and federal regulations for money
services.

SERIAL 230208-RFP

KIWIS018
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk, IVR,
WEB
Regardless of
payment method,
application provides
the customer with a
receipt confirming
the payment.
Mandatory
Turnkey
System
X

Customers are provided with a receipt to
confirm payment.
KIWIS019
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk, Web
Receipts include
Contractor's contact
information to
resolve any errors in
money transfer or
deposits into inmate
accounts.
Mandatory
Turnkey
System
X

Receipts include TouchPay's contact
information to resolve any issues or
answer any questions.
KIWIS020
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Transactions are
considered complete
when a funding
source has been
entered and
accepted into the
system.
Mandatory
Turnkey
System
X

TouchPay agrees.
KIWIS021
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk, IVR,
WEB
System provides
updates to MCSO
hosts in real-time as
deposits are
accepted in the
Contractor's kiosk,
IVR, or web
application.
Mandatory
Turnkey
System
X

Updates are provided to MCSO hosts in
real-time as deposits are accepted in the
kiosk, IVR or web.
KIWIS022
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk, IVR,
WEB
Application is able to
search by MCSO
booking number or
by name and date of
birth.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
KIWIS023
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
If booking number is
unknown, Contractor
must provide the
user direction on
how to obtain the
MCSO booking
number.
Mandatory
Turnkey
System
X

TouchPay can provide material on how to
obtain booking ID.
KIWIS024
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor's
application must
obtain MCSO
approval to process
payments to the
inmate account.
Mandatory
Turnkey
System
X

TouchPay can adhere to MCSO's
business rules.
KIWIS025
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk, IVR,
WEB
User interface must
capture all
information required
by MCSO to facilitate
a request or deposit
into an inmate's
account.
Mandatory
Turnkey
System
X

As the current provider of services to
MCSO, TouchPay's interface has been
configured to capture all information
required by MCSO to facilitate a request or
deposit into an inmate's account.

SERIAL 230208-RFP

KIWIS026
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Application must
incorporate booking
number into the
transaction
descriptor for proper
tracking and
documentation of
transactions.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS027
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
System must provide
security on
transactions by
capturing additional
user information at
the time of the
transaction and
retain this
information for a
period of one year.
Mandatory
Turnkey
System
X

TouchPay agrees.
KIWIS028
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Kiosk
Kiosk system must
capture and store
facial biometrics
data.
Mandatory
Turnkey
System
X

The TouchPay kiosk takes a photo of the
depositor which is stored in the system.
KIWIS029
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
IVR
IVR application must
capture and store
voice recording of
phone transactions.
Mandatory
Turnkey
System
x

TouchPay stores the name of the payer as
a voice print.
KIWIS030
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
WEB
Internet application
must capture and
store IP address and
email address.
Mandatory
Turnkey
System
X

This is standard with the TouchPay
system.
KIWIS031
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor submits
IRS Form 8300 as
required for the
proper notification of
a single or multiple
transactions in a
given year that total
more than $10,000.
Mandatory
Turnkey
System
X

TouchPay adheres to and is responsible
for regulatory filings.
KIWIS032
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor
guarantees zero
charge back to
Maricopa County
and MCSO for
fraudulent charges
discovered after
posting to the
inmate's account.
Mandatory
Turnkey
System
X

TouchPay guarantees all payments and
deposits accepted through the
TouchPay system.
KIWIS033
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor
guarantees a risk-
free solution for all
payments accepted
on behalf of MCSO
operations.
Mandatory
Turnkey
System
X

TouchPay guarantees a risk-free solution
for all payments accepted on behalf of
MCSO operations.

SERIAL 230208-RFP

KIWIS034
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor shall be
responsible for all
discrepancies,
including any
deposits made in
error to an inmate
account (to include
cash deposits made
at kiosks) due to:
Mandatory
Turnkey
System
X

TouchPay guarantees all payments and deposits
accepted through the TouchPay system and will
be responsible for discrepancies. We are also
responsible for managing any fraud or counterfeit
currency accepted into the system although our
fraud detection hardware and software have the
ability to detect most counterfeit currency and
illegal activity. Through a multitude of velocity and
verification routines, we have maintained one of
the lowest fraud rates in the industry at less than
0.5%. Our Money Transmitter’s License and our
PCI Level 1 security rating support our
commitment to exceptional money management.
Any attempted fraudulent transactions are
reported to MCSO as required. All funds accepted
by TouchPay, even if they are counterfeit, are
guaranteed to the MCSO.
KIWIS035
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Discrepancies
Input of an incorrect
booking number;
Mandatory
Turnkey
System
x

TouchPay validates the booking number
and confirms information that must be
confirmed by the end user prior to
acceptance of funds into the requested
account.
KIWIS036
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Discrepancies
Inmate being
released; and/or
Mandatory
Turnkey
System
X

TouchPay agrees.
KIWIS037
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
Discrepancies
Any other
discrepancies
outside of MCSO's
control.
Mandatory
Turnkey
System
X

TouchPay agrees.
KIWIS038
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor will notify
MCSO in writing of
any discrepancies.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
KIWIS039
KIOSK/IVR/WEB
INTERFACE
SPECIFICATION
General
Contractor must
provide contact
information, including
names and phone
numbers, for kiosk
problems, financial
problems, and
technical problems.
Mandatory
Turnkey
System
X

TouchPay will provide all contact
information to MCSO for any issues. Our
current account team will continue to
provide the highest levels of service to
MCSO.

SERIAL 230208-RFP

System Requirements

RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available out
of the box; what configuration is
needed to meet the requirement; what
programming is needed to meet the
requirement; or when and what
functionality will be released to meet
the requirement.)
RRRCS001
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
System identifies
events and
transactions that
characterize financial
activity.
Mandatory
Turnkey
System
X

The standard transaction events captured
include: Transaction Number: Unique identifier
created by TouchPay, Date: Includes minutes
and seconds, Portal: Specific payment portal
identifier, Non-Custodial Parent Name: First
and last name, Non-Custodial Parent ID: Used
to identify account holder/case number,
Amount Payable: Amount posted to customer
account, Total Amount: Amount payable,
Form of Payment: Cash, credit, debit, check,
Application: Agency payment type (child
support, utilities, court fees, traffic tickets,
probation payments, etc.),Fees: Per agency
contract, Payer Information: (Name, address,
city, state, and zip code of the person making
the payment),Picture: Photo of the person
making the payment (available on all kiosk
transactions).
RRRCS002
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
System collects,
stores, summarizes
and communicates all
financial activity.
Mandatory
Turnkey
System
X

The proposed system collects payment
data from all channels and provides a
comprehensive, cohesive data record
that can be formatted as needed for
customized reporting.
RRRCS003
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
System uses a code to
identify transaction
types such as deposit,
adjustment, etc.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay for deposits but TouchPay
will never perform adjustments.
RRRCS004
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Contractor sends
accepted funds daily
via EFT to MCSO
banking institution.
Mandatory
Turnkey
System
X

Each business day funds are
transferred via ACH from TouchPay
bank to MCSO's account.

SERIAL 230208-RFP

RRRCS005
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
General
Contractor is able to
EFT to multiple bank
accounts.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
RRRCS006
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Contractor provides
confirmation of real-
time deposits, per
transaction, to the
Inmate Trust Fund
account on a daily
basis.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
RRRCS007
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
General
Contractor's
confirmation of real-
time deposits covers
the time period from
00:00 - 23:59 hours
Arizona Time.
Mandatory
Turnkey
System
X

TouchPay offers our real time
accounting suite where you can see all
payments from all TouchPay portals in
real time from 00:00 - 23:59 hours CST
and the accounting suite is adjustable
to be seen in Mountain Standard Time
zone.
RRRCS008
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System allows for the
ability to create
financial records of
business transactions
and prepare
statements or other
reports.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
RRRCS009
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
System provides a
means for MCSO
personnel to perform
various queries on
data posted in the
system.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
RRRCS010
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System provides a
means for MCSO
personnel to generate
standard reports from
data posted in the
system.
Mandatory
Turnkey
System
X

TouchPay's accounting system
provides MCSO with an easy to use
reporting tool where they can generate
standard reports from data posted in
the system.
RRRCS011
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System provides a
means for MCSO
personnel to
produce/create
customized ad hoc
reports from data
posted in the system.
Mandatory
Turnkey
System
X

As the current provider of services
today, TouchPay has worked with
Maricopa personnel to create reports
and those can be ran at any time
needed by MCSO staff on TouchPay's
reporting system.
RRRCS012
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System has the ability
to generate reports
(daily, weekly, and
monthly) at times
specified.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.

SERIAL 230208-RFP

RRRCS013
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
Contractor's
application provides
standard reports that
may be run daily,
monthly, and/or
annually from the
Contractor's site.
Mandatory
Turnkey
System
X

For ease-of-use, TouchPay can provide
reports in a number of ways.
Automated reports can be generated
on a daily, shift, weekly, or monthly
and can be delivered directly to a
distribution list by email, or by a
specified file type to all approved facility
personnel. Authorized personnel will
have login access to the TouchPay
system where they can access
information on any of their facility’s
transactions. Customized reports can
be self-generated.
RRRCS014
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System allows for
saved reports to be
regenerated with
current or historical
data.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
RRRCS015
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System provides
detailed information in
report format for
deposits and other
events and
transactions.
Mandatory
Turnkey
System
X

The TouchPay system provides
detailed information in a report format
for deposits and other events and
transactions.
RRRCS016
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
At the end of each
day, MCSO will
receive from the
Contractor's
system/server, a log of
the daily details.
Mandatory
Turnkey
System
X

Our V3 software has the ability to run
queries by day, week month etc.
RRRCS017
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
Applicable reports
from the log of daily
details can be
"pushed" or "pulled"
from the server at
MCSO's discretion.
Mandatory
Turnkey
System
X

Yes applicable reports from the log of
daily details can be 'pushed' or 'pulled'
from the server at MCSO's discretion.
RRRCS018
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Log details will be a
summary of the day's
transactions and the
sum total of the money
that will be deposited
into Maricopa County
bank accounts.
Mandatory
Turnkey
System
X

This is a standard feature with
TouchPay.
RRRCS019
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Contractor must
provide an online
query for MCSO's
account status and
detail of charges,
transfers, and
payments.
Mandatory
Turnkey
System
X

Authorized MCSO staff can access the
TouchPay reporting system via a
secure URL link, email address, and
password. From this system MCSO can
request account status and detail of
charges, transfers, and payments.

SERIAL 230208-RFP

RRRCS020
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System supports a
suspense file
(transactions out of
balance, funds not
available, etc.) and
produces exception
reports for review.
Mandatory
Turnkey
System

X
TouchPay does not utilize suspense.
All transactions are either accepted or
rejected and once accepted deposited
into the appropriate account. Currently
those account balances would reside
with MCSO's system and not
TouchPay.
RRRCS021
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System allows for data
to be exported to other
PC software products,
e.g., Microsoft Excel
or Access.
Mandatory
Turnkey
System
X

System reports can be exported to
Excel.
RRRCS022
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
System maintains
historical financial
data, and can retrieve
historical detail for
inmate accounts
(based on ARS
records retention
statutes).
Mandatory
Turnkey
System
X

This is standard with TouchPay.
RRRCS023
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
Historical financial
data, including detail,
is available for both
system reports and
inquiry functions.
Mandatory
Turnkey
System
X

Yes this historical financial data is
available for both system reports and
inquiry functions.
RRRCS024
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
General
System provides
definitive time periods,
including standard
periods such as day,
month, quarter, and
year, while addressing
time zone differences.
Mandatory
Turnkey
System
X

The TouchPay system has definitive
time periods, including day, month,
quarter, year and time zone
differences.
RRRCS025
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
Contractor shall
furnish MCSO with
usage reports
delineating activity
governed by the
Contract. The format
of such reports must
be approved by
MCSO.
Mandatory
Turnkey
System
X

As the current provider of services
today, TouchPay has worked with
Maricopa personnel to create reports in
the format required and approved by
MCSO.
RRRCS026
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reports
Contractor will provide
data to include, but not
limited to, deposit
transaction reports on
kiosk transactions
sortable by location,
as well as IVR and
web transactions.
Mandatory
Turnkey
System
X

This data and reports are available to
authorized MCSO users on TouchPay's
accounting system.

SERIAL 230208-RFP

RRRCS027
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Any and all Contractor
transaction data is
available for retrieval
upon request from
MCSO.
Mandatory
Turnkey
System
X

Data can be provided upon request
from MCSO.
RRRCS028
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Upon request, system
can find and print past
receipts using multiple
search fields, including
but not limited to, date,
booking number, and
receipt number.
Mandatory
Turnkey
System
X

TouchPay's accounting system can find
and print past receipts based on these
search criteria. Authorized users are
able to log in to the TouchPay website
to view transaction history and print
additional receipts.
RRRCS029
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Contractor must work
together with MCSO to
research and resolve
discrepancies.
Mandatory
Turnkey
System
X

TouchPay will work with MCSO to
research and resolve any
discrepancies.
RRRCS030
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
Reconciliation
Customer service is
available to resolve
discrepancy issues
during MCSO
business hours, i.e.,
Monday-Friday,
7:00am to 5:00pm
Arizona Time.
Mandatory
Turnkey
System
X

MCSO can reach customer service
during MCSO business hours to
resolve any discrepancy issues.
RRRCS031
RECONCILIATION
& REPORTING
REQUIREMENTS
FOR
CONTRACTOR'S
SYSTEM
General
Contractor should
have the ability for
current accounting
practices and future
accounting practices.
Mandatory
Turnkey
System
X

TouchPay is the current provider of
services at MCSO and uses current
accounting practices but is also flexible
in working with MCSO should any
practices need to change or be
updated.

Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

TECHNOLOGY
REQUIREMENTS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available out
of the box; what configuration is
needed to meet the requirement; what
programming is needed to meet the
requirement; or when and what
functionality will be released to meet
the requirement.)
TR001
TECHNOLOGY
REQUIREMENTS
General
System must be able to
operate in an environment
that includes a secure,
distributed network of
systems and PC
workstations.
Mandatory
Turnkey
System
X

A secure distributed network of
systems and workstations is the
standard operating environment for
the proposed system.

SERIAL 230208-RFP

TR002
TECHNOLOGY
REQUIREMENTS
General
Currently, all MCSO
systems can be accessed
via TCP/IP on the County's
Secure Ethernet Wide
Area Network (WAN).
Mandatory
Turnkey
System
X

The current Touchpay automated
central payment processing system,
in operation at MCSO, resides on the
County's Secure Ethernet Wide Area
Network (WAN). With the new
contract, it is TouchPay's plan to
utilize the same County network.
TR003
TECHNOLOGY
REQUIREMENTS
General
The proposed solution
must operate on an
encrypted Ethernet
network, and communicate
via TCP/IP using the
MCSO-specified VPN
solution.
Mandatory
Turnkey
System
X

The current Touchpay automated
central payment processing system,
in operation at MCSO, communicates
via TCP/IP and uses MCSO's
specified VPN solution. With the new
contract, it is TouchPay's plan to
utilize the same communications
technology and VPN.
TR004
TECHNOLOGY
REQUIREMENTS
General
System supports MCSO-
recommended virtual
private network (VPN)
encryption requirements.
Mandatory
Turnkey
System
X

Yes, the proposed system supports
MCSO-recommended virtual private
network (VPN) encryption
requirements.
TR005
TECHNOLOGY
REQUIREMENTS
General
System connectivity into
the County/MCSO
environment should be
minimized for security and
efficiency reasons.
Mandatory
Turnkey
System
X

The proposed system operates at a
minimum of connectivity.
TR006
TECHNOLOGY
REQUIREMENTS
General
A centralized Contractor
server to Integration
Engine approach is the
preferred solution
minimizing external
connectivity to the MCSO
network.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
TR007
TECHNOLOGY
REQUIREMENTS
General
System utilizes real-time
links to the MCSO hosts
and facilitates the updating
of balances and other
required downstream
information.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
TR008
TECHNOLOGY
REQUIREMENTS
General
Relevant MCSO hosts
include the: Pre-Booking
System, Jail Management
System (JMS), and Inmate
CACTAS account.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
TR009
TECHNOLOGY
REQUIREMENTS
General
System must interface with
the relevant MCSO hosts
via the County's ICJIS
Integration Engine.
Mandatory
Turnkey
System
X

TouchPay is currently interfaced with
all applicable systems for the
payments systems in place at
Maricopa County.
TR010
TECHNOLOGY
REQUIREMENTS
General
All system interfaces must
use the MCSO-preferred
transaction-oriented
protocols within the
secured middleware
environment.
Mandatory
Turnkey
System
X

The TouchPay system currently in
place at MCSO uses the MCSO-
preferred transaction-oriented
protocols within the secured
middleware environment. With the
new contract, it is TouchPay's plan to
utilize the same protocols in the same
environment.

SERIAL 230208-RFP

TR011
TECHNOLOGY
REQUIREMENTS
General
Contractor's system must
be able to process
unsolicited transactions
(e.g., the Funds Release
process will be initiated by
MCSO host).
Mandatory
Turnkey
System
X

The proposed system can
accommodate unsolicited
transactions.
TR012
TECHNOLOGY
REQUIREMENTS
General
System must establish a
connection with relevant
MCSO systems before a
transaction can be
processed.
Mandatory
Turnkey
System
X

The proposed system establishes a
connection with relevant MCSO
systems before a transaction is
processed.
TR013
TECHNOLOGY
REQUIREMENTS
General
When relevant MCSO
systems are unavailable,
no deposits or funds
releases shall be
processed.
Mandatory
Turnkey
System
X

Yes, because the system requires an
established connection to the relevant
MCSO system, no deposit or release
of funds will take place if the system is
unavailable.
TR014
TECHNOLOGY
REQUIREMENTS
General
Inmate transactions,
including deposits, credits,
and reversals of funds,
must be posted in real-
time.
Mandatory
Turnkey
System
X

All inmate transactions in the
proposed system, including deposits,
credits, and reversals of funds, are
posted in real-time.
TR015
TECHNOLOGY
REQUIREMENTS
General
Real-time transactions will
generate the postings for
MCSO hosts to update
inmate accounts.
Mandatory
Turnkey
System
X

Yes, real-time transactions will
generate the postings for MCSO
systems use.
TR016
TECHNOLOGY
REQUIREMENTS
General
System retains the name
associated with a booking
number for a maximum of
three (3) days from the
time of transaction
completion.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
TR017
TECHNOLOGY
REQUIREMENTS
General
System provides various
levels of access and user
permissions with regard to
business transactions.
Mandatory
Turnkey
System
X

TouchPay can limit reporting access
based upon need of access to data.
TR018
TECHNOLOGY
REQUIREMENTS
General
System Administrator must
be able to define user
permissions and put users
into groups.
Mandatory
Turnkey
System
X

TouchPay agrees.
TR019
TECHNOLOGY
REQUIREMENTS
General
System has a cash
management tool,
complete with receipting,
reporting and audit trail
functionality, which allows
MCSO to account for all
transactions.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
TR020
TECHNOLOGY
REQUIREMENTS
General
System provides for online
validations and editing of
transactions for error
identification and
correction before actual
processing and update.
Mandatory
Turnkey
System
X

TouchPay utilizes validation to
confirm the information is correct
before the acceptance of a
transaction.

SERIAL 230208-RFP

TR021
TECHNOLOGY
REQUIREMENTS
General
System maintains detailed
transaction descriptions
and activity (i.e., audit log).
Mandatory
Turnkey
System
X

TouchPay's proposed system records
and stores all transactional data and
information for the term of the
contract.
TR022
TECHNOLOGY
REQUIREMENTS
General
All transactions must be
date-time stamped in the
system based on Arizona
Time.
Mandatory
Turnkey
System
X

The TouchPay system currently in
place at MCSO date-time stamps all
transactions in Mountain Standard
Time (MST). With the new contract,
it is TouchPay's plan to continue with
the required MST date-time stamp on
all transactions.
TR023
TECHNOLOGY
REQUIREMENTS
General
All transactions must be
able to be uniquely
identified.
Mandatory
Turnkey
System
X

All transactions are assigned a
transaction number. This is a unique
identifier created by the TouchPay
system.
TR024
TECHNOLOGY
REQUIREMENTS
General
System has a void
mechanism with a
complete audit trail and
does not allow deletion of
a transaction.
Mandatory
Turnkey
System
x

TouchPay's system has a void
mechanism with a complete audit trail
and does not allow deletion of a
transaction.
TR025
TECHNOLOGY
REQUIREMENTS
General
System has appropriate
consistent internal controls
and reconciliation features.
Mandatory
Turnkey
System
X

TouchPay's reporting suite has
reconciliation features.
TR026
TECHNOLOGY
REQUIREMENTS
General
Contractor provides
necessary equipment,
software, and personnel
expertise as needed to
implement and monitor
real-time debit/credit
accounting to MCSO
systems.
Mandatory
Turnkey
System
X

Currently Touchpay provides all
necessary equipment, software, and
personnel expertise needed to
implement and monitor real-time
debit/credit accounting to MCSO
systems. With the new contract, it is
TouchPay's plan to continue to
provide this systems and service.
TR027
TECHNOLOGY
REQUIREMENTS
General
System is available 24
hours a day, 365 days per
year for deposit and funds
release transactions
to/from inmate accounts.
Mandatory
Turnkey
System
X

TouchPay's proposed system is
available for use 24 hours a day, 365
days per year for deposit and funds
release transactions to/from inmate
accounts.

SERIAL 230208-RFP

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

IMPLEMENTATION
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to
meet the requirement; what
programming is needed to
meet the requirement; or
when and what functionality
will be released to meet the
requirement.)
IS001
IMPLEMENTATION
SPECIFICATIONS
Implementation
Contractor is responsible for
ALL applicable installation
costs, to include infrastructure,
electrical, or other as
applicable.
Mandatory
Turnkey
System
X

TouchPay agrees to cover
implementation costs as
applicable.
IS002
IMPLEMENTATION
SPECIFICATIONS
Implementation
Cash Units and Release Units
must be connected to MCSO
power supply having
emergency power back-up.
Mandatory
Turnkey
System
X

All proposed TouchPay
systems are equipped with
UPS (uninterruptible power
supply) units allowing the
kiosk to continue to function
during short-term power
surges or outages.
IS003
IMPLEMENTATION
SPECIFICATIONS
Ongoing
Opertations
cost
Contractor is responsible for
any ongoing operations-related
costs.
Mandatory
Turnkey
System
X

Ongoing operations-related
cost, for the proposed
TouchPay system at MCSO,
will be the sole responsibility
of TouchPay. The system
proposed is at zero cost to
MCSO.
IS004
IMPLEMENTATION
SPECIFICATIONS
Ongoing
Opertations
cost
Ongoing operations-related
costs include, but are not
limited to bonding,
maintenance, data lines,
telephone carrier services, etc.
Mandatory
Turnkey
System
X

This is standard with
TouchPay.
IS005
IMPLEMENTATION
SPECIFICATIONS
Ongoing
Opertations
cost
Electrical power usage is
excepted, and MCSO will be
responsible for these costs.
Mandatory
Turnkey
System
X

TouchPay agrees.
IS006
IMPLEMENTATION
SPECIFICATIONS
Ongoing
Opertations
cost
Contractor is responsible for
any third-party installation,
programming, and/or
integration costs associated
with implementation.
Mandatory
Turnkey
System
X

Any third-party installation,
programming, and/or
integration costs associated
with implementation, for the
proposed TouchPay system
at MCSO, will be the sole
responsibility of TouchPay.
The system proposed is at
zero cost to MCSO.

SERIAL 230208-RFP

IS007
IMPLEMENTATION
SPECIFICATIONS
Background
Checks
Contractor's (or
subcontractor's) staff providing
services under this contract are
required to undergo a
background check.
Mandatory
Turnkey
System
X

TouchPay agrees.
IS008
IMPLEMENTATION
SPECIFICATIONS
Background
Checks
The background check may
include completion of Arizona
Department of Public Safety
(DPS) Terminal Operator
Certification (TOC) Level "D."
Mandatory
Turnkey
System
X

If required by MCSO,
TouchPay will complete
background checks which
may include the Arizona
Department of Public Safety
(DPS) Terminal Operator
Certification (TOC) Level "D."
IS009
IMPLEMENTATION
SPECIFICATIONS
Background
Checks
Background checks will be
performed by the Maricopa
County Sheriff's Office or other
approved law enforcement
agency.
Mandatory
Turnkey
System
X

Understood and agreed. As
the current provider of
services to MCSO, most of
our staff are already checked
and cleared for duty.
IS010
IMPLEMENTATION
SPECIFICATIONS
General
Contractor and employees
must be bonded and adhere to
all MCSO policies and
procedures.
Mandatory
Turnkey
System
X

TouchPay agrees.
IS011
IMPLEMENTATION
SPECIFICATIONS
General
Contractor must provide a set
of files and connections for
testing and training that can be
run in parallel to the Live
(Production) system.
Mandatory
Turnkey
System
X

As the current provider of
services to MCSO our system
has been tested and all staff
have been trained. We will
work with MCSO on any
additional testing or training
required under the new
contract period.

System Requirements

Vendor Responses
Requirement
ID
Requirement Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

SERVICE/OPERATIONAL
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to
meet the requirement; what
programming is needed to
meet the requirement; or when
and what functionality will be
released to meet the
requirement.)
SOS001
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Installation, removal, or
relocation of equipment
must be approved in
writing by MCSO in
advance of the installation,
removal, or relocation.
Mandatory
Turnkey
System
X

TouchPay will only act on
written MCSO approval for
installation, removal, or
relocation of any equipment.

SERIAL 230208-RFP

SOS002
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Contractor is responsible
for any losses and/or
repairs due to acts of
vandalism or other loss.
MCSO is not responsible
for any uncollected
monies.
Mandatory
Turnkey
System
X

TouchPay guarantees all
payments and is responsible
for damages and or vandalism
or repair of onsite equipment
SOS003
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Evidence of vandalism or
machine break-ins
discovered by the
Contractor shall be
reported immediately to
MCSO facility personnel.
Mandatory
Turnkey
System
X

TouchPay will report any
evidence of vandalism or
machine break-ins
immediately to MCSO facility
personnel.
SOS004
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Any change to service
must be contract compliant
and reported to MCSO
personnel in writing at
least 24 hours in advance.
Mandatory
Turnkey
System
X

Any TouchPay change to
service will be contract
compliant and reported to
MCSO personnel in writing at
least 24 hours in advance.
SOS005
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
System scheduled
maintenance or scheduled
down times must be
reported and authorized by
designated MCSO
personnel at least 48
hours prior to
commencing.
Mandatory
Turnkey
System
X

At least 48 hours prior to
commencing all TouchPay
system scheduled
maintenance or scheduled
down time, authorization will
be obtained from designated
MCSO personnel.
SOS006
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Contractor is responsible
for the contracting and
payment of any third-party
operational requirements.
Mandatory
Turnkey
System
X

TouchPay will be solely
responsible for contracting and
paying any third-party
contractor required to fulfill the
proposed services.
SOS007
SERVICE/OPERATIONAL
SPECIFICATIONS
General
MCSO reserves the right
to refuse access to any
third party.
Mandatory
Turnkey
System
X

TouchPay agrees.
SOS008
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Contractor contracts with
third-parties at its own
expense for cash
collection and bank
deposits, and any minor
maintenance that the
system may need.
Mandatory
Turnkey
System
X

This is standard with
TouchPay.
SOS009
SERVICE/OPERATIONAL
SPECIFICATIONS
Service
Contractor contracts with
third-parties at its own
expense for any additional
services, pilot programs, or
other enhancements.
Mandatory
Turnkey
System
X

TouchPay will be solely
responsible for contracting and
paying any third-party
contractor required to fulfill the
proposed services.
SOS010
SERVICE/OPERATIONAL
SPECIFICATIONS
General
No charges may be levied
to MCSO as part of this
contract.
Mandatory
Turnkey
System
X

TouchPay's proposal to MCSO
is a no cost contract.
TouchPay will not levy any
charge to MCSO.

SERIAL 230208-RFP

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement Sub-
Category
Requirement
Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

SUPPORT AND
MAINTENANCE

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is available out
of the box; what configuration is
needed to meet the requirement; what
programming is needed to meet the
requirement; or when and what
functionality will be released to meet
the requirement.)
SM001
SUPPORT AND
MAINTENANCE
General
Any Contractor
requests for assistance
from MCSO to resolve
discrepancies must be
submitted in writing.
Mandatory
Turnkey
System
X

TouchPay will submit all requests for
assistance to resolve discrepancies in
writing.
SM002
SUPPORT AND
MAINTENANCE
General
MCSO retains the right
to refuse any such
requests for assistance
that are deemed an
excessive burden to
MCSO staff and/or not
in the best interest of
the County.
Mandatory
Turnkey
System
X

TouchPay has read and understands.
SM003
SUPPORT AND
MAINTENANCE
Supporting Critical
Systems
Contractor must define
strategies for
accomplishing each of
the following activities,
including any
supporting critical
systems:
Mandatory
Turnkey
System
X

TouchPay's business operations provide for
redundancy within multiple data centers. As
part of our Business Continuity Plans and
Disaster Recovery Plans, TouchPay has
strategies for any emergencies that should
arise. All systems and services can be
remotely administered for failover, service
restoration and redundancy. All Data and
System Control Centers are secure, climate-
controlled fortresses that are protected to
the highest degree possible from natural
disasters and unauthorized access. From
disaster awareness to full restoration of
services, the Disaster Recovery Team will
keep customer contacts fully informed
regarding recovery effort status. Progress
reports will be provided every 30 minutes, or
other agreed upon time frames, until service
is restored.
SM004
SUPPORT AND
MAINTENANCE
Supporting Critical
Systems
Emergency
Mandatory
Turnkey
System
X

In general, an emergency is any
situation that directly impacts the
usability of multiple kiosks or facility
personnel’s access to the system's
control program.
SM005
SUPPORT AND
MAINTENANCE
Supporting Critical
Systems
Backup
Mandatory
Turnkey
System
X

TouchPay has redundancy built to
ensure data protection.
SM006
SUPPORT AND
MAINTENANCE
Supporting Critical
Systems
Recovery
Mandatory
Turnkey
System
X

All systems and services can be
remotely administered for failover,
service restoration and redundancy.
All Data and System Control Centers
are secure, climate-controlled
fortresses that are protected to the

SERIAL 230208-RFP

highest degree possible from natural
disasters and unauthorized access.
SM007
SUPPORT AND
MAINTENANCE
Maintenance
Contractor must install,
remove, or relocate
equipment as specified
by MCSO.
Mandatory
Turnkey
System
X

TouchPay agrees.
SM008
SUPPORT AND
MAINTENANCE
General
Any substantial
changes to visible
functionality of the
system must be
detailed in a version
update document.
Mandatory
Turnkey
System
X

TouchPay agrees.
SM009
SUPPORT AND
MAINTENANCE
General
The version update
document must be sent
to MCSO via email for
distribution among
appropriate personnel
at least one week prior
to implementation of
the change.
Mandatory
Turnkey
System
X

Agreed, TouchPay will email MCSO
all version update documents one
week prior to changes.
SM010
SUPPORT AND
MAINTENANCE
Register
Contractor will maintain
a register of all
equipment or system
failures. The register
must:
Mandatory
Turnkey
System
X

Agreed, TouchPay maintains a
register of issues.
SM011
SUPPORT AND
MAINTENANCE
Register
Include location, unit
number, incident time,
nature of the failure,
and time and date of
repair.
Mandatory
Turnkey
System
X

Agreed, the register will contain
location, unit number, incident time,
nature of the failure, and time and
date of repair.
SM012
SUPPORT AND
MAINTENANCE
Register
Be made available to
MCSO upon request.
Mandatory
Turnkey
System
X

Agreed, the register will be made
available on MCSO request.
SM013
SUPPORT AND
MAINTENANCE
Support
Contractor must provide
24-hour support every
day of the year.
Mandatory
Turnkey
System
X

Twenty-four (24) hours a day, three
hundred sixty-five (365) days a year,
requests for service or reports of
malfunctions go directly to
TouchPay’s Technical Service Center,
where highly trained TouchPay
professionals determine the best
course of action.
SM014
SUPPORT AND
MAINTENANCE
Support
Contractor must provide
a help line for all areas
utilizing the proposed
system (Technology,
Detention, Finance, and
Patrons).
Mandatory
Turnkey
System
X

TouchPay provides service help
24/7/365.
SM015
SUPPORT AND
MAINTENANCE
Support
Contractor must provide
a toll-free number to
report outages and
service issues.
Mandatory
Turnkey
System
X

TouchPay provides a toll-free number
for service issues.
SM016
SUPPORT AND
MAINTENANCE
Support
Contractor must
respond within two (2)
hours by remote
diagnosis or by
Mandatory
Turnkey
System
X

TouchPay agrees.

SERIAL 230208-RFP

dispatching a service
technician.
SM017
SUPPORT AND
MAINTENANCE
General
No additional charges
may be levied to MCSO
as part of this contract.
Mandatory
Turnkey
System
X

TouchPay's proposal to MCSO is a no
cost contract. TouchPay will not levy
any charge to MCSO.
SM018
SUPPORT AND
MAINTENANCE
Maintenance
Contractor must have
one complete unit on
standby locally and
maintain a parts depot
for the peripherals
utilized for any/all
repairs that are
necessary.
Mandatory
Turnkey
System
X

TouchPay has onsite presence and
parts readily available for increased
uptime of equipment and systems.
SM019
SUPPORT AND
MAINTENANCE
Maintenance
Within six (6) hours of
diagnosis, any
hardware in need of
repair must be repaired
or replaced by the
Contractor.
Mandatory
Turnkey
System
X

TouchPay has onsite presence and
parts readily available for increased
uptime of equipment and systems.
SM020
SUPPORT AND
MAINTENANCE
Maintenance
Contractor will provide
a replacement or
upgrade of equipment
based on MCSO
provided criteria for the
duration of the contract.
Mandatory
Turnkey
System
X

TouchPay refreshes equipment as
needed for increased uptime of
operation.
SM021
SUPPORT AND
MAINTENANCE
Maintenance
Contractor will be
responsible for cleaning
kiosk's internal
components on a
regular schedule.
Mandatory
Turnkey
System
X

Agreed, TouchPay will be responsible
for cleaning kiosk's internal
components on a regular schedule.

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to
meet the requirement; what
programming is needed to
meet the requirement; or when
and what functionality will be
released to meet the
requirement.)
ARCP001
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Define proposed procedures
for funding releases to debit
cards.
Mandatory
Turnkey
System
X

MCSO begins the release
process by verifying released
offender, then queries systems
to determine inmates' eligible
monies. The systems reaches
out to TouchPay to begin the
process, then sends the
request to TouchPay's vendor
Numi. Numi then creates the

SERIAL 230208-RFP

record and sends back to the
release kiosk to create release
funds to and receipt with terms
and conditions to be issued to
the released inmate.
ARCP002
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Define proposed procedures
for setting up banking controls
with Contractor and MCSO's
designated bank.
Mandatory
Turnkey
System
X

Banking controls and audit
systems are already setup with
MCSO for all financial
systems.
ARCP003
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Define standard online reports
for Finance/Accounting.
Mandatory
Turnkey
System
X

TouchPay's online accounting
suite has all the data elements
that Maricopa has requested
and can adjust if needed.
ARCP004
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Describe how the proposed
solution will impact current
business processes while
addressing concerns for
timeliness and accuracy.
Mandatory
Turnkey
System
X

TouchPay is already
integrated with MCSO systems
so there will be no interruption
in service or business flows.
ARCP005
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Describe how the proposed
solution will integrate with
MCSO's existing network
architecture and support a full
development/test environment.
Mandatory
Turnkey
System
X

TouchPay has a test
environment for integration
purposes.
ARCP006
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Define any outside interfaces
that will apply.
Mandatory
Turnkey
System
X

As the incumbent vendor, we have
outside interfaces with Shield,
CACTAS and NUMI (for release
debit cards). With the new contract,
we will be introducing Western
Union to our offering at MCSO.
Western Union provides friends and
family members convenient ways to
send money to their incarcerated
loved ones. Consumers can pay in
person at over 57,000 Western
Union agent locations in the United
States, including every Wal-Mart by
using cash, credit card, or debit
card.
ARCP007
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Describe how the proposed
solution will meet or exceed
requirements for support and
maintenance.
Mandatory
Turnkey
System
X

TouchPay has an onsite
technical staff and remotely
monitors all payment
equipment to provide Maricopa
the highest level of service
possible.
ARCP008
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Provide a detailed
Implementation Plan that
models a general standard
practice implementation,
including a timeline and
projected go-live.
Mandatory
Turnkey
System
X

Please refer to the
Implementation Plan
presented in Gantt chart
format in Section 3 - Detailed
Specifications of the Proposal
Response.
ARCP009
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Provide an outline/syllabus of
the proposed training plan.
Mandatory
Turnkey
System
X

Please find our Training Plan
in our Proposal response.

SERIAL 230208-RFP

ARCP010
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Propose fee structure,
including MCSO revenue
portion.
Mandatory
Turnkey
System
X

Please see TouchPay's
proposed fee structure in the
requested Excel file, "230208-
Attachments_D-Revenue_
Sharing_Plan."
ARCP011
ADDITIONAL
REQUIREMENTS
FOR
CONTRACTOR'S
PROPOSAL
General
Contractor will maintain
compliance throughout the
contract period and make
recommendations to MCSO
regarding any "new" Federal,
State, County regulations or
laws.
Mandatory
Turnkey
System
X

TouchPay agrees and will
keep MCSO updated on
changes to federal or state
regulatory or law changes.

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to meet
the requirement; what
programming is needed to meet
the requirement; or when and
what functionality will be released
to meet the requirement.)
GFSR001
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Provides all procedural functions
to work with the agency’s
accounting/financial systems in
conformity with GAAP standards
and guidelines.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR002
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Identifies events and
transactions that characterize
financial activity.
Mandatory
Turnkey
System
X

All transactions through all
TouchPay's portals are logged in
accordance with accounting
standards.
GFSR003
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Collects, stores, summarizes,
and communicates all financial
activity.
Mandatory
Turnkey
System
X

All transactions through all
TouchPay's portals are logged in
accordance with accounting
standards.
GFSR004
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System has a cash
management tool, complete with
receipting, reporting and audit
trail functionality.
Mandatory
Turnkey
System
X

All transactions through all
TouchPay's portals are logged in
accordance with accounting
standards.
GFSR005
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
System allows accountability for
all transactions involving cash,
credit/debit cards, checks,
certified checks, money orders
and/or other negotiable
instruments.
Mandatory
Turnkey
System
X

All transactions through all
TouchPay's portals are logged in
accordance with accounting
standards.

SERIAL 230208-RFP

GFSR006
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Provides various levels of
access and user permissions
with regard to business
transactions.
Mandatory
Turnkey
System
X

This is part of TouchPay's
accounting system to allow
authorized individuals to see only
those transaction necessary.
GFSR007
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Appropriate consistent internal
controls and reconciliation
features.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR008
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Ability to disburse funds to and
from appropriate accounts in
real time.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR009
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Assigns a unique number for
each transaction.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR010
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Maintains historical retrievable
financial data (based on
retention rules). This
information is available for both
system reports and inquiry
functions.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR011
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Provides for online validation
and editing of transactions for
error identification and
correction before actual
processing and update.
Mandatory
Turnkey
System
X

TouchPay is integrated with
Maricopa to ensure the accuracy
of transactions.
GFSR012
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System has the ability to find
and print past receipts using
multiple search fields, to be
printed by company upon
request.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR013
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Contractor is able to
deposit/perform electronic funds
transfers to multiple bank
accounts.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR014
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor's application allows
MCSO the ability to create
financial records of business
transactions and prepare
statements or other reports.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR015
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor's application provides
standard reports that may be run
daily, monthly and/or annually
from the Contractor's site.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

GFSR016
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System and application must be
user-friendly, i.e., easy to follow
and navigate through.
Mandatory
Turnkey
System
X

This is part of the Numi Debit
Release Card services that
TouchPay provides today and will
continue to provide under the
new contract. PIN Purchases,
Signature purchases, opt-out
mailed check, Bank Teller Cash
withdrawal and Card to Checking
Account transfer are all free.
GFSR017
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor's application provides
a means for MCSO personnel to
perform various queries on data
posted in the system.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR018
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor's application provides
a means for MCSO personnel to
produce/create customized ad
hoc reports from data posted in
the system.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR019
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor's application provides
a means for MCSO personnel to
produce/create standard reports
from data posted in the system.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR020
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor systems provide
detailed information in report
format for deposits and other
events and transactions.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR021
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System uses a code to identify
transaction types such as
deposit, adjustment, etc.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR022
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Contractor able to provide on-
line query of MCSO account
status and detail of charges,
transfers, and payments.
Mandatory
Turnkey
System
X

The TouchPay system currently
in place at MCSO date-time
stamps all transactions in
Mountain Standard Time (MST).
With the new contract, it is
TouchPay's plan to continue with
the required MST date-time
stamp on all transactions.
GFSR023
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System has "affirmative posting"
for user-defined screens.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR024
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Contractor takes full financial
responsibility for any money
error made at public kiosks
and/or credit/debit card fraud.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

GFSR025
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System provides for multiple
levels of authorization.
Mandatory
Turnkey
System
X

Levels of officer approval is
currently in use for certain
systems and TouchPay can work
with Maricopa on any further
adjustments needed.
GFSR026
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Contractor provides customer
service availability during MCSO
business hours to resolve
discrepancy issues.
Mandatory
Turnkey
System
X

Yes, TouchPay provides
customer service during MCSO
business hours for discrepancy
resolution.
GFSR027
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Applications must be capable of
accepting cash, credit card, and
debit card transactions.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR028
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Applications must be capable of
accepting check, certified check,
and money order transactions.
Mandatory
Turnkey
System
X

TouchPay accepts these
instruments through our lockbox
technology.
GFSR029
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
System(s) allows for the
availability to deposit and
release funds 24 Hours a Day –
365 Days a year.
Mandatory
Turnkey
System
X

Yes, TouchPay allows availability
of deposit and release funds 365
Days a year.
GFSR030
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Deposits are considered
complete when a funding source
has been entered and accepted
in the system.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR031
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Contractor submits IRS Form
8300 for the proper notification
of a single or multiple
transactions in a given year that
total more than $10,000.00.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR032
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Any requests by Contractor to
request assistance from MCSO
to resolve discrepancies must
be submitted in writing.
Mandatory
Turnkey
System
X

All TouchPay requests for
assistance to MCSO for
discerption resolution will be
submitted in writing.
GFSR033
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
MCSO retains the right to refuse
any such requests for
assistance that are deemed an
excessive burden to MCSO staff
and/or not in the best interest of
the County.
Mandatory
Turnkey
System
X

TouchPay understands.
GFSR034
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Receipts include vendor’s
contact information to resolve
any errors or disputes.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

GFSR035
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Contractor supports
MasterCard, Visa, Discover, and
American Express credit and
debit products for payments.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR036
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Credit/Debit cards, checks, and
other transactions processed by
telephone or online comply with
all current and future applicable
banking and governmental
regulations.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GFSR037
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
System
Requirements
Regardless of payment method,
vendor provides the customer
with a receipt confirming the
payment.
Mandatory
Turnkey
System
X

TouchPay provides payment
receipts confirming every
payment.
GFSR038
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Financial
Provide confirmation of real-time
deposits, per transaction, on a
daily basis covering the time
period of 00:00 – 23:59 hours
Arizona Time.
Mandatory
Turnkey
System
X

TouchPay offers our real time
accounting suite where you can see all
deposits from all TouchPay portals in
real time from 00:00 - 23:59 hours CST
and the accounting suite is adjustable
to be seen in Mountain Standard Time
zone.
GFSR039
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Contractor guarantees a risk-
free solution for all payments
accepted on behalf of MCSO
operations.
Mandatory
Turnkey
System
X

TouchPay guarantees a risk-free
solution for all payments accepted on
behalf of MCSO operations.
GFSR040
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Contractor will provide various
types of Educational Materials to
the Public and users of vendor's
systems.
Mandatory
Turnkey
System
X

TouchPay will provide multiple types of
promotional and education material to
inform the Public and users of the
TouchPay services.
GFSR041
GENERAL
FINANCIAL AND
SYSTEM
REQUIREMENTS
General
Contractor contracts with third-
parties at its own expense for
any additional services, pilot
programs or other
enhancements.
Mandatory
Turnkey
System
X

TouchPay will be solely responsible for
contracting and paying any third-party
contractor when a third-party is
required to fulfill any required additional
services, pilot programs or other
enhancements.

SERIAL 230208-RFP

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

GENERAL
REPORTING
REQUIREMENTS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to meet
the requirement; what
programming is needed to meet
the requirement; or when and
what functionality will be released
to meet the requirement.)
GRR001
GENERAL
REPORTING
REQUIREMENTS
General
Vendor shall furnish the County
usage reports delineating the
activity governed by the
Contract. The format of such
reports shall be approved by
MCSO.
Mandatory
Turnkey
System
X

TouchPay will continue to provide
MCSO with the required reports.
GRR002
GENERAL
REPORTING
REQUIREMENTS
General
Contractor will maintain a
register of all equipment or
system failures, to include
location, unit number, incident
time, nature of failure, and time
and date of repair.
Mandatory
Turnkey
System
X

TouchPay utilizes ServiceNow to
maintain service and issue
records.
GRR003
GENERAL
REPORTING
REQUIREMENTS
General
Contractor's register of
equipment or system failures
must be made available to
MCSO upon request.
Mandatory
Turnkey
System
X

Keith Benton can provide MCSO
with any needed service reports.
GRR004
GENERAL
REPORTING
REQUIREMENTS
General
Contractor will provide data,
including but not limited to,
deposit transaction reports on
kiosk transactions sort able by
location, as well as IVR and
WEB Transactions.
Mandatory
Turnkey
System
X

These reports are available to
authorized MCSO staff via the
TouchPay accounting software at
any time. These reports can be
sorted by the required criteria.
GRR005
GENERAL
REPORTING
REQUIREMENTS
General
Real-time processing engine
provides for reporting
functionality on different levels.
Mandatory
Turnkey
System
X

The TouchPay reporting tool is
real-time.
GRR006
GENERAL
REPORTING
REQUIREMENTS
General
Enable MCSO authorized
personnel access to obtain real-
time data to all transactions
initiated from the KIOSK, IVR,
and Web Portal.
Mandatory
Turnkey
System
X

TouchPay offers a variety of real-
time reporting options that
provide information such as
inmate deposits, payment
methods, and transaction history
— all of which aid facilities in their
investigative efforts.
GRR007
GENERAL
REPORTING
REQUIREMENTS
General
Reporting is formatted in a
standard transactions record to
provide consistency in data.
Mandatory
Turnkey
System
X

This is standard with TouchPay.

SERIAL 230208-RFP

GRR008
GENERAL
REPORTING
REQUIREMENTS
General
User has the ability to download
information into a variety of
formats such as an Excel
spreadsheet.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
GRR009
GENERAL
REPORTING
REQUIREMENTS
General
The standard transaction record
incorporates a facial picture on
all kiosk transactions.
Mandatory
Turnkey
System
X

The standard report includes a
photo of the depositor.
GRR010
GENERAL
REPORTING
REQUIREMENTS
General
Provides transactions and log
details.
Mandatory
Turnkey
System
X

This is provided in our standard
reports.
GRR011
GENERAL
REPORTING
REQUIREMENTS
General
At the end of the day, MCSO will
receive from the Contractor's
server, a log of the daily details.
Mandatory
Turnkey
System
X

TouchPay will continue to provide
MCSO with the required reports.
GRR012
GENERAL
REPORTING
REQUIREMENTS
General
Applicable reports from the log
of daily details can be "pushed"
or "pulled" from the server at
MCSO's discretion.
Mandatory
Turnkey
System
X

Applicable reports can be pushed
or pulled from the server at
MCSO's discretion.
GRR013
GENERAL
REPORTING
REQUIREMENTS
General
Log details will be a summary of
the day's transactions and the
sum total of the money that will
be deposited into Maricopa
County bank accounts.
Mandatory
Turnkey
System
X

TouchPay will continue to provide
MCSO with the required reports.
GRR014
GENERAL
REPORTING
REQUIREMENTS
General
At the end of contract vendor
must turn over all records for
historical data to MCSO.
Mandatory
Turnkey
System
X

TouchPay agrees and will
comply.
GRR015
GENERAL
REPORTING
REQUIREMENTS
General
Contractor will fulfill specific
request for data within three
business days or less.
Mandatory
Turnkey
System
X

TouchPay agrees and will
comply.

SERIAL 230208-RFP

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to meet
the requirement; what
programming is needed to meet
the requirement; or when and
what functionality will be released
to meet the requirement.)
BFPS001
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
System can process bonds and
fines payments, i.e., receive
payments from offender and
public, track funds. (SIMS
manually updates SHIELD with
payment info).
Mandatory
Turnkey
System
X

This is what TouchPay designed
specifically for Maricopa and is
standard with this current offering.
BFPS002
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
System indicates how a bond
was paid -- via kiosk, phone,
internet, or self-bond.
Mandatory
Turnkey
System
X

TouchPay’s realtime reporting
lists all required information of the
completed payments for
Maricopa.
BFPS003
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
System has ability for bond
receipts to print automatically to
payee and other designated
areas.
Mandatory
Turnkey
System
X

The system can print bond
receipts automatically to payee
and in other designated areas.
BFPS004
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
System will provide reason
code or display information for
declined/failed transactions at
the time of the transaction.
Mandatory
Turnkey
System
X

This is standard and specific
declination reasons can be
requested by MCSO staff.
BFPS005
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
Credit card machine has swipe,
chip, and touchless card
features.
Mandatory
Turnkey
System

TouchPay plans on releasing chip
functionality in a future release.
BFPS006
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
System has a void mechanism
with a complete audit trail and
does not allow deletion of a
transaction.
Mandatory
Turnkey
System
X

TouchPay's system has a void
mechanism with a complete audit
trail and does not allow deletion
of a transaction.
BFPS007
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
Credit/Debit cards, checks, and
other transactions processed by
telephone or online comply with
all current and future applicable
banking and governmental
regulations.
Mandatory
Turnkey
System
X

TouchPay follows state and
federal regulations for all
payments accepted.

SERIAL 230208-RFP

BFPS008
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
Contractor is responsible for the
contracting and payment of any
third-party operational
requirements.
Mandatory
Turnkey
System
X

This is standard with TouchPay.
BFPS009
BONDS AND
FINES
PRELIMINARY
SPECIFICATIONS
General
The Contractor shall employ
industry standard solution for
future bonds and fines payment
methods, and ensure a quality
and timely deliverable.
Mandatory
Turnkey
System
X

TouchPay employs standards
and best practices to ensure
quality.

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box;
what configuration is needed
to meet the requirement;
what programming is
needed to meet the
requirement; or when and
what functionality will be
released to meet the
requirement.)
CPDPS001
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Kiosk, IVR,
WEB
The system accepts payments through
kiosks that are programmable by
location, IVR, and web-based
program(s).
Mandatory
Turnkey
System
X

TouchPay kiosk can be
programmed by location.
CPDPS002
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Kiosk
Machine
Kiosks can accept cash, checks,
money orders, and other legal paper
financial instruments, in U.S. funds
only.
Mandatory
Turnkey
System

TouchPay currently does not
accept checks and money
orders through our kiosk but
can accept those
instruments through our
lockbox system.
CPDPS003
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Kiosk
Machine
Kiosks accept debit and credit card
transactions.
Mandatory
Turnkey
System
X

This is standard with
TouchPay.
CPDPS004
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
IVR, WEB
IVR and web-based program(s) accept
debit and credit transactions.
Mandatory
Turnkey
System
X

This is standard with
TouchPay.

SERIAL 230208-RFP

CPDPS005
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Search By
The system allows search queries to
locate the person's unique identifying
number (called a "docket number").
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS006
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Search By
The query must be able to search by:
Mandatory
Turnkey
System

Please see responses
below.
CPDPS007
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Search By
The first listed Plaintiff's first and last
name (or company name if applicable).
Mandatory
Turnkey
System

TouchPay can comply.
CPDPS008
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Search By
The first listed Defendant's first and
last name (or company name if
applicable).
Mandatory
Turnkey
System

TouchPay can comply.
CPDPS009
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
Search By
The case number and state the
paperwork originated from.
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS010
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System must accept full payment for
bills that have been designated as
"gone to Collections."
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS011
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System must accept $25.00 minimum
payments only, unless the bill is less
than $25.00.
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS012
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System will not accept payment for
more than the amount billed.
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS013
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System must print a receipt. It must
also print a bill in the event less than
maximum payment is made.
Mandatory
Turnkey
System

This can be accomplished
with programming.

SERIAL 230208-RFP

CPDPS014
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System must update the Civil Process
Division's computer system.
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS015
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System must be able to interact with
other integrated Civil Process Division
systems.
Mandatory
Turnkey
System

This can be accomplished
with programming.
CPDPS016
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
Contractor's system must generate
daily reports in order to reconcile
transactions made and received.
Mandatory
Turnkey
System
X

This is part of the Numi
Debit Release Card services
that TouchPay provides
today and will continue to
provide under the new
contract. PIN Purchases,
Signature purchases, opt-
out mailed check, Bank
Teller Cash withdrawal, and
Card to Checking Account
transfer are all free.
CPDPS017
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System has a void mechanism with a
complete audit trail.
Mandatory
Turnkey
System
X

TouchPay has a mechanism
with audit trail.
CPDPS018
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System does not allow deletion of a
transaction.
Mandatory
Turnkey
System
X

TouchPay's system does not
allow deletion of a
transaction.
CPDPS019
CIVIL PROCESS
DIVISION
PRELIMINARY
SPECIFICATIONS
General
System provides various levels of
access and user permissions with
regard to business transactions.
Mandatory
Turnkey
System
X

TouchPay can set user
permission based on
department or need for
certain data.

SERIAL 230208-RFP

System Requirements

Vendor Responses
Requirement
ID
Requirement
Category
Requirement
Sub-
Category
Requirement Description
Mandatory,
Preferred,
Optional
Module
Please place an "X" in the applicable category below.
Explanation

NON-
FUNTIONAL
REQUIREMENTS

Out
of
the
Box
With
Configuration
With
Programming
Future
Release
With
Third
Party
Vendor
Cannot
Meet
(e.g. what functionality is
available out of the box; what
configuration is needed to
meet the requirement; what
programming is needed to
meet the requirement; or
when and what functionality
will be released to meet the
requirement.)
NFR001
NON-
FUNTIONAL
REQUIREMENTS
Needs of the
expected user
communities.
The solution shall provide the
ability to address the needs of
the expected user communities
through the following non-
functional requirements.
Mandatory
Turnkey
System
X

The TouchPay solution is in
use today at Maricopa and
meets the needs of the
users. There will be no
disruption in services to the
users under the next
contract.
NFR002
NON-
FUNTIONAL
REQUIREMENTS
Needs of the
expected user
communities.
The solution
administration/management
shall be accessible via web
browser.
Mandatory
Turnkey
System
X

The
administration/management
is all done via our web-based
user interface.
NFR003
NON-
FUNTIONAL
REQUIREMENTS
Needs of the
expected user
communities.
The solution shall provide
specific information that is
accessible via kiosk devices.
Mandatory
Turnkey
System
X

The TouchPay kiosks provide
information to the user via
the touchscreen interface.
NFR004
NON-
FUNTIONAL
REQUIREMENTS
Needs of the
expected user
communities.
The solution shall be accessible
via IVR
Mandatory
Turnkey
System
X

TouchPay provides and IVR
solution for users.
NFR005
NON-
FUNTIONAL
REQUIREMENTS
Needs of the
expected user
communities
The solution shall be accessible
via web browser
Mandatory
Turnkey
System
X

TouchPay's solution includes
a web-based deposit portal
for users.
NFR006
NON-
FUNTIONAL
REQUIREMENTS
Log of all
activities
The solution shall maintain a log
of all activities. The log shall
include but not be limited to the
following: date/time, user
identity, and machine IP
address which will form the
basis for an audit log for each
activity that is executed.
Mandatory
Turnkey
System
X

As the provider of services to
Maricopa today, TouchPay's
system will continue to
provide the County with
activity logs via our web-
based user interface.

SERIAL 230208-RFP

NFR007
NON-
FUNTIONAL
REQUIREMENTS
Log of all
activities
The solution shall provide
search capability to view the
audit information by source
system, target system, date and
time, or other defined set of
parameters.
Mandatory
Turnkey
System
X

TouchPay has read and can
comply
NFR008
NON-
FUNTIONAL
REQUIREMENTS
Log of all
activities
The solution shall maintain audit
records as either: active,
archived, or purged (removed
from the active database but
available for query and
reporting) based on end user
configurable time period.
Mandatory
Turnkey
System
X

TouchPay has read and can
comply
NFR009
NON-
FUNTIONAL
REQUIREMENTS
Log of all
activities
The solution shall maintain an
audit log of end-user activity
information for technical
troubleshooting and problem
identification purposes.
Mandatory
Turnkey
System
X

As the provider of services to
Maricopa today, TouchPay's
system will continue to
provide the County with
activity logs via our web-
based user interface.
NFR010
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
The solution shall maintain an
audit log for the following events
and activities but not limited to:
Mandatory
Turnkey
System
x

TouchPay maintains audit
logs of transactions on all
payment portals
NFR011
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Transaction success or failure
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR012
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Authorization success or failure
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR013
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Routing success or failure
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR014
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Out of sequence error
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR015
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Database connection success
or failure
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals

SERIAL 230208-RFP

NFR016
NON-
FUNTIONAL
REQUIREMENTS
Audit for the
following
events
Communication failure, (e.g.,
database connectivity, web
service connectivity, FTP
connectivity).
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR017
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
The solution shall record the
following field and data
attributes for an audit log event:
Mandatory
Turnkey
System
x

As the provider of services to
Maricopa today, TouchPay's
system will continue to
provide the County with
activity logs that include the
below fields.
NFR018
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
Type of record
Mandatory
Turnkey
System
X

This is standard with our
system
NFR019
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
Date and Time
Mandatory
Turnkey
System
X

This is standard with our
system
NFR020
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
Source system or user name
Mandatory
Turnkey
System
x

This is standard with our
system
NFR021
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
Data Record Information
Mandatory
Turnkey
System
X

This is standard with our
system
NFR022
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
IP Address
Mandatory
Turnkey
System
X

This is standard with our
system
NFR023
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
Log Message
Mandatory
Turnkey
System
X

This is standard with our
system
NFR024
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
The solution shall protect audit
log information from
unauthorized access.
Mandatory
Turnkey
System
X

Only authorized individuals
are allowed to log in and view
the audit log information.

SERIAL 230208-RFP

NFR025
NON-
FUNTIONAL
REQUIREMENTS
Record the
following field
and data
The solution shall have the
ability to back up the audit log
for long term storage.
Mandatory
Turnkey
System
X

The audit logs can be backed
up for long-term storage.
NFR026
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
The solution shall maintain an
audit log record for the following
data exchange activities to
support the accountability,
reconstruction of events and
problem identification (if
applicable):
Mandatory
Turnkey
System
X

TouchPay maintains an audit
log record for data exchange
activities to support
accountability, reconstruction
of events, and problem
identification when
applicable. Because of
amounts of data, this is not
stored indefinitely
NFR027
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Request received
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR028
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Request sent
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR029
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Request delivered
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR030
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Request not delivered
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR031
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Response received
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR032
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Response not received
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR033
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Response sent
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals

SERIAL 230208-RFP

NFR034
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Response delivered
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR035
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Received acknowledgement
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR036
NON-
FUNTIONAL
REQUIREMENTS
Audit log
record for the
following data
exchange
activities
Sent acknowledgement
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR037
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
The solution shall record the
following attributes for each
activity to provide the current
status of a transaction:
Mandatory
Turnkey
System
x

TouchPay maintains audit
logs of transactions on all
payment portals
NFR038
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
Type of record
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR039
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
Date and Time
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR040
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
Source system or user name
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR041
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
Transaction identifier
Mandatory
Turnkey
System
X

TouchPay maintains audit
logs of transactions on all
payment portals
NFR042
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
Audit message
Mandatory
Turnkey
System
X

If there are any messages
they will be captured in
TouchPay's logs

SERIAL 230208-RFP

NFR043
NON-
FUNTIONAL
REQUIREMENTS
Record the
following
attributes for
each activity
The contractor shall provide
applicable reports and
system/data access to perform
routine audits on any revenue
sharing transactions and/or
events.
Mandatory
Turnkey
System
X

TouchPay currently provides
all applicable reports to
perform routine audits on any
revenue sharing transactions
and/or events.
NFR044
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
All components of the proposed
solution shall be available to
users 7 days a week 24 hours a
day.
Mandatory
Turnkey
System
X

Our solution is available to
users 7 days a week, 24
hours a day.
NFR045
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
End user availability relates to
the time that the solution is
expected to be available to the
users. This requirement
includes planned outages but
not failures. Planned outages
will be necessary for regular
system maintenance and a fail-
over capability shall be utilized
during that time to maintain
operations.
Mandatory
Turnkey
System
X

TouchPay understands and
will comply with this
requirement.
NFR046
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
The Contractor shall describe
how it will achieve the
availability requirement for
solution, web services, network,
and third party components.
Mandatory
Turnkey
System
X

All of TouchPay's system are
already available to MCSO
24/7/365
NFR047
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
The failure rate or unplanned
outages relates to the reliability
of the solution and measures
how often it is acceptable for the
solution to fail.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR048
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
The Contractor shall describe
how it will achieve the
Unplanned Outage
Requirements of Availability for
solution, web services, network,
and third party components.
Mandatory
Turnkey
System
X

TouchPay maintains
redundancy to mitigate any
significant downtime.
NFR049
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
Operational continuity is how
quickly the solution can recover
from both unplanned outages as
well as solution downtime.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR050
NON-
FUNTIONAL
REQUIREMENTS
Solution
available to
users 7 days
a week 24
hours
The Contractor shall describe
how it will achieve the
Operational Continuity of
Availability for solution, web
services, network, third party
components, and response
times.
Mandatory
Turnkey
System
X

TouchPay is already
integrated with Maricopa with
a cohesive package to
ensure continuity with all
payment systems.

SERIAL 230208-RFP

NFR051
NON-
FUNTIONAL
REQUIREMENTS
Addresses
Applicable
Volumes
Capacity measures the
workload that the solution is
expected to handle during a
certain time. It addresses
Applicable Volumes
Mandatory
Turnkey
System
X

TouchPay is a robust
payments system and is built
with the ability to extend and
expand as necessary. To
date, the solution in place at
Maricopa has never reached
any of the solution capacities
NFR052
NON-
FUNTIONAL
REQUIREMENTS
Addresses
Applicable
Volumes
The volume of real-time events
expected to be processed per
day is of high importance for the
total impact on solution’s
performance. Due to the nature
of jail and the criminal justice
system events the volume and
type of transactions processed
per day vary significantly.
Transaction volumes can be
based on many things including
but not limited to the number of
bookings, average daily
population, average length of
stay, etc.
Mandatory
Turnkey
System
X

TouchPay's booking system
is designed to accommodate
large quantities of offender
booking with redundancy
built in. There are currently
four booking kiosks deployed
for Maricopa.
NFR054
NON-
FUNTIONAL
REQUIREMENTS
Addresses
Applicable
Volumes
The Contractor shall describe
how the solution will
successfully accommodate the
Workload volumes.
Mandatory
Turnkey
System
X

TouchPay's system utilizes
the best in class equipment
and systems to ensure large
volumes are not an issue.
NFR055
NON-
FUNTIONAL
REQUIREMENTS
Addresses
Applicable
Volumes
The Contractor shall describe
how the solution will
successfully accommodate
volumes exceeding those
expected, while maintaining all
required operational
performance levels.
Mandatory
Turnkey
System
X

TouchPay's system utilizes
the best in class equipment
and systems to ensure large
volumes are not an issue.
NFR056
NON-
FUNTIONAL
REQUIREMENTS
Set and
change
functions for
the purpose
of
performance
The solution shall be
configurable to set and change
functions for the purpose of
performance. For example, if
the reconciliation process is set
to run during a certain period
but at the same time the
solution is experiencing
unexpected peak usage, that
process should be prioritized
differently or maybe delayed.
Mandatory
Turnkey
System
X

TouchPay is built with
configuration in mind. The
solution is capable of
integrating, scheduling, and
edgecase configurations to
meet client requirements.

SERIAL 230208-RFP

NFR057
NON-
FUNTIONAL
REQUIREMENTS
Set and
change
functions for
the purpose
of
performance
The Contractor shall describe
how the proposed solution is
configurable to manage solution
process priorities including
routine settings and how
exception priorities can be
controlled and managed.
Mandatory
Turnkey
System
X

TouchPay is built with
configuration in mind. The
solution is capable of
integrating, scheduling, and
edge case configurations via
OS, croon jobs to meet client
requirements.
NFR058
NON-
FUNTIONAL
REQUIREMENTS
Set and
change
functions for
the purpose
of
performance
The Contractor shall provide
system performance measures
that allow monitoring of System
capacity, performance, and
usage.
Mandatory
Turnkey
System
X

TouchPay's system is built
with system performance
monitoring including
capacity, performance and
usage (sales and events) in
mind.
NFR059
NON-
FUNTIONAL
REQUIREMENTS
Set and
change
functions for
the purpose
of
performance
The Contractor shall describe
the scalability of the solution
and the ability to accommodate
growth.
Mandatory
Turnkey
System
X

TouchPay is built with the
ability to extend and expand
as necessary to support any
growth as needed.
NFR060
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
Configuration Management
requirements ensure that the
solution design and
infrastructure supports MCSO’s
administrative practices.
Mandatory
Turnkey
System
X

TouchPay's system in place
today fulfills and supports
MCSO’s administrative
practices.
NFR061
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall ensure that
the solution as a whole
continues to function reliably
and remain secure when
individual components are
changed.
Mandatory
Turnkey
System
X

TouchPay's solution in place
today functions reliably and
remains secure when
individual components are
changed and deployed.
NFR062
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall implement
a change control process with
approval stages required to
change a configuration item
attributes.
Mandatory
Turnkey
System
X

TouchPay has a change
control policy in place, with
stages of approval required
to change a configuration
item attribute.
NFR063
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall provide a
running record of current
configurations and the history of
changes in the form of a report.
Mandatory
Turnkey
System
X

TouchPay tracks system
changes via version control.
TouchPay is able to provide
recent changes pertaining to
MCSO.
NFR064
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall maintain
MCSO system configurations as
Contractor supplied updates are
provided and/or applied.
Mandatory
Turnkey
System
X

TouchPay tracks system
changes via version control.
NFR065
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall conduct
regression testing for existing
MCSO system configurations as
Contractor supplied updates are
made.
Mandatory
Turnkey
System
X

TouchPay conducts
regression testing for MCSO
system configurations with
the latest changes.
TouchPay uses version
control to provide the ability
to back test prior releases if
necessary.

SERIAL 230208-RFP

NFR066
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall follow
Information Technology
Infrastructure Library (ITIL)
Change Management Best
Practices. This includes the
following but is not limited to:
change management
dashboard, request for change
(RFC), RFC screening, change
management review, minor
change, change advisory board,
CAB/EC approval review,
change approved, regression
testing, and detailed release
notes.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR067
NON-
FUNTIONAL
REQUIREMENTS
Configuration
Management
requirements
The Contractor shall implement
a change control process with
approval stages required to
maintain at least three separate
distinct environments such as:
testing, pre-production and
production.
Mandatory
Turnkey
System
X

TouchPay has a change
control process with approval
stages for
QA testing, Staging/pre-
production and production.
NFR068
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
The Performance requirement
addresses: Total Response
Times, Utilization
Mandatory
Turnkey
System
X

Network hardware is implemented
and tested at the time of
deployment . Complete testing is
performed by onsite teams and
supporting network engineers and
product teams within the
company. Speed tests are
performed to test the network ,
everything is documented. The
firewalls that are being deployed
are state of art Layer 7 deep
packet inspection firewalls that are
highly capable, and deployed with
a balance of security and
functionality. The network
hardware once deployed is
monitored over SolarWinds Orion
platform for all our clients. This
monitoring platform is quite
detailed, and monitors Key
performance indicators (KPI) for
the devices, and if the KPI’s go
out of spec, there is a service now
incident automatically generated
for the concerned teams. Some
examples of these KPIs are
Availability, bandwidth utilization
per WAN and LAN links, packets
per second, error rates, latency
times, CPU and memory
utilization etc. See responses on
NFR069 to NFR073 for additional
information.
NFR069
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
Total response time - Includes
client time, network time, server
time, load time, and resolve
time.
Mandatory
Turnkey
System
X

Using TouchPay's internal
monitoring tools, the
TouchPay services are
currently monitored and
perform at an average
response time between 50ms
and 200ms. However, it

SERIAL 230208-RFP

must be noted that
responses times can be
higher for services such as
reporting and bulk data
imports, which can vary
depending on the size of the
data load.
NFR070
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
The Contractor shall describe
how the proposed solution will
meet the performance
requirements specified above
and how performance will be
tested and validated during the
implementation. Response time
includes, but is not limited to
application loading, open and
refresh, and functions.
Mandatory
Turnkey
System
X

TouchPay uses performance
evaluation software such as
NewRelic and AppDynamics
to continuously monitor
performance and response
times in our
systems. During
implementation, these tools
will be utilized to monitor
performance.
NFR071
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
The Contractor shall describe
how the proposed solution will
meet the performance
requirements specified above
for the Network reliability and
how performance will be tested
and validated during the
implementation.
Mandatory
Turnkey
System
X

TouchPay uses performance
evaluation software such as
NewRelic and AppDynamics
to continuously monitor
performance and response
times in our systems. During
implementation, these tools
will be utilized to monitor
performance.
NFR072
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
The Contractor shall describe
how the proposed solution will
meet the performance
requirements specified above
for the Third Party Components
and Web Services and how
performance will be tested and
validated during the
implementation.
Mandatory
Turnkey
System
X

TouchPay uses performance
evaluation software such as
NewRelic and AppDynamics
to continuously monitor
performance and response
times in our systems. During
implementation, these tools
will be utilized to monitor
performance.
NFR073
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Total
Response
Times
The Contractor shall describe
how the proposed solution will
meet the performance
requirements specified above
for the Reporting Service and
how performance will be tested
and validated during the
implementation. Query and
Reporting times include, but are
not limited to initial and
subsequent loads.
Mandatory
Turnkey
System
X

TouchPay has a team
devoted to system
performance monitoring
and understands and will
comply.

SERIAL 230208-RFP

NFR075
NON-
FUNTIONAL
REQUIREMENTS
Performance
requirement
Utilization
The Contractor shall describe
how they will monitor and tune
the solution in order to maintain
optimal performance through a
24 hour period.
Mandatory
Turnkey
System
X

Please find our Support and
Maintenance program
description in Section 10
Service Level Agreement
(SLA) of our Proposal
response.
NFR076
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The Security requirement
addresses: Authentication,
Authorization, Information
Security Policy, Security Alerts
and Reports
Mandatory
Turnkey
System
X

This is standard with the
TouchPay system.
NFR077
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
Authentication is the ability for
the application to identify if a
user is allowed to access the
solution. A distinctive sign on
facility is required to uniquely
identify a user as applicable.
Mandatory
Turnkey
System
X

Touchpay supports user to
application access control.
On the reporting system, role
based functions can be
assigned to Accounting
personnel.
NFR078
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The solution shall provide the
ability to comply with ACJIS and
CJIS policies requiring two
factor authentications as
applicable.
Mandatory
Turnkey
System
X

TouchPay adheres to high
standards for security of data
transfer.
NFR079
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The solution shall provide the
ability to comply with MCSO
policies requiring a secure
authentication and strong
passwords as applicable.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR080
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The solution shall uniquely
identify and authenticate each
user by password as applicable.
Mandatory
Turnkey
System
X

TouchPay understands and
complies with this
requirement.
NFR081
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The solution shall provide the
ability for a system administrator
to define a user session time out
based on security group and
role as applicable.
Mandatory
Turnkey
System
X

We can provide access per
MCSO policy.
NFR082
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authentication
The solution shall provide the
ability to define password
security requirements by
security group and role as
applicable.
Mandatory
Turnkey
System
X

This is standard with the
TouchPay system.
NFR083
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authorization
Authorization is the ability for
the application to control the
functionalities that a user is
authorized to access. For each
role, access control rules will be
defined to restrict the user to the
functions that they are
authorized to perform under that
role (as applicable).
Mandatory
Turnkey
System

X
TouchPay will allow MCSO
authorized personnel to
access our reporting tool but
does not limit by role

SERIAL 230208-RFP

NFR084
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authorization
The solution shall provide the
ability to comply with ACJIS and
CJIS policies for end user
agency authorization as
applicable.
Mandatory
Turnkey
System

X
TouchPay will allow MCSO
authorized personnel to
access our reporting tool but
does not limit by role
NFR085
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authorization
The solution shall provide the
ability to comply with MCSO
policies for end user
authorization (as applicable)
including but not limited to the
following: group, location, role,
TOC, TCP IP, Routing Indicator,
etc.
Mandatory
Turnkey
System

X
TouchPay will allow MCSO
authorized personnel to
access our reporting tool but
does not limit by role
NFR086
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement:
Authorization
The solution shall provide the
ability to comply with ACJIS and
CJIS policies for external
agency interface authorization
as applicable.
Mandatory
Turnkey
System

X
TouchPay will allow MCSO
authorized personnel to
access our reporting tool but
does not limit by role
NFR087
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Information
Security
Policy
Functional security policies shall
be created and ensured by
contractor prior to the
implementation and shall
include: Acceptable Usage
Policy ,
Authentication/Password
policies, Data Protection Policy,
Wireless Policy, Remote access
policies, Incident Response
Policy
Mandatory
Turnkey
System
X

TouchPay will work with
MCSO on any updated user
policies. We have back-office
policies in place.
NFR088
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Information
Security
Policy
The Contractor shall ensure that
minimum security standards
including but not limited to login
requirements, password
requirements, inactivity
timeouts, interfaces and
integrations, and user
revocation are met or exceeded.
Mandatory
Turnkey
System
X

TouchPay's solution provides
these security standards.
NFR089
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Security
Alerts and
Reports
Security alerts and reports refer
to the solutions ability to provide
a sufficient level of notification
and summarization of security
policy violations and breaches.
Mandatory
Turnkey
System
X

TouchPay's system provides
our back-office security team
with notifications and alerts of
security violations and
breaches.
NFR090
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Security
Alerts and
Reports
The solution should produce an
immediate security alert
notifications upon detection of a
possible security policy
violation, e.g., multiple
unsuccessful attempts to log on
from the same location within a
specified time frame (as
applicable).
Mandatory
Turnkey
System
X

TouchPay agrees.

SERIAL 230208-RFP

NFR091
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Security
Alerts and
Reports
The solution shall have the
ability to produce a report
documenting all security related
items in the system per shift, per
day, and per month.
Mandatory
Turnkey
System
X

TouchPay's Network Ops
Center and IT Security team
can view and report on all
security related items in the
system.
NFR092
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Security
Alerts and
Reports
The Contractor shall document
all security alerts and security
reports and ensure that they
fulfill security standards.
Mandatory
Turnkey
System
X

TouchPay's Network Ops
Center and IT Security team
keep track of all security
alerts, reports and document
them. We meet all applicable
security standards.
NFR093
NON-
FUNTIONAL
REQUIREMENTS
The Security
requirement
addresses:
Security
Alerts and
Reports
The solution should allow
configurable distribution of the
security alert notifications.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR094
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
The Supportability requirement
refers to the ability to easily
modify or maintain solution
components to accommodate
typical usage or change
scenarios. Here are the
supportability requirements:
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR095
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Configurability - The solution
shall provide an administrative
user the ability to configure the
solution elements/components.
Configuration shall include but
not limited to such operations
as: data exchanges, user
administration, reports, system
backups
Mandatory
Turnkey
System
X

TouchPay does have the
ability to configure solution
elements including
operations with data
exchanges, user
administration, reporting and
system backups. TouchPay
acts as the administrator for
these configurable items.
MCSO will have the ability to
request configuration
changes and TouchPay will
make the configurable
changes.
NFR096
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Testability - The contractor shall
provide certified test tools and
scripts to verify solution stability
and functionality. The solution
shall be regression tested with
tools and scripts to verify
solution stability and
functionality prior to any
subsequent modification or
enhancement delivery to
customer.
Mandatory
Turnkey
System
X

TouchPay uses proven test
tools to verify solution
stability and functionality.
The testing includes testing
in the QA,
stagging/regression and
production,
if necessary, prior to client
deployment.
NFR097
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Upgradeability - The solution
shall be able to receive third
party Contractor updates
without modifying the Contractor
application's configuration.
(For Example Windows
Mandatory
Turnkey
System
X

TouchPay incorporates
centralized applications
servers and with robust data
information exchange without
the need for the vendor's
software to reside on
TouchPay severs.

SERIAL 230208-RFP

Updates, Database Contractor
Updates, etc.)
NFR098
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Concurrency - The application
shall ensure data integrity and
quality control through
concurrency mechanisms such
as pessimistic or optimistic data
locking.
Mandatory
Turnkey
System
X

This is standard.
NFR099
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Thin Client - The solution shall
provide a thin browser based
application (as applicable).
Mandatory
Turnkey
System
X

TouchPay report suite can be
accessed using a thin
browser application.
NFR100
NON-
FUNTIONAL
REQUIREMENTS
Supportability
requirement
Maintainability - The Contractor
shall describe the architectural,
design and coding standards
employed and what exclusions
have been created in the
development of the solution
API’s, Interfaces, and
integrations.
Mandatory
Turnkey
System
X

TouchPay is already
interfaced with MCSO's
systems.
NFR101
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Usability requirement
addresses: User Interaction
Mandatory
Turnkey
System
X

As the current provider, most
MCSO users are familiar with
the accounting system and
payment options and are
using them today. Our web-
based user interface is very
easy to use with drop down
lists and text entry boxes.
NFR102
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
User Interaction is how easy it is
for the user to interact with the
solution to perform required
transactions.
Mandatory
Turnkey
System
X

As a leading provider of
accounting tools for
correctional facilities for
decades, TouchPay's system
is very easy to use and has
been designed with feedback
from users and a dedicated
team to ensure the user
interaction is simple and
efficient.
NFR103
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The solution shall provide both
online and electronic versions of
training material, and have a
learning curve less than three
days.
Mandatory
Turnkey
System
X

We provide online and
electronic versions of training
material. As most of the
MCSO staff are already
trained, the refresher or new
user training required will be
minimal.
NFR104
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Contractor shall provide
both online and electronic
versions of their user manuals
to provide new users and
trainees with the initial
information they need to use the
solution.
Mandatory
Turnkey
System
X

User manuals are both
electronic and online, and
new users/trainees will
receive all the information
they need to use the solution.

SERIAL 230208-RFP

NFR105
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Contractor shall provide
updates to the user manuals for
new users and trainees with the
initial information they need to
use the solution.
Mandatory
Turnkey
System
X

Updates to electronic
manuals will be provided.
NFR106
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Contractor shall provide on-
site “train the trainer” training at
a sufficient level to prepare
MCSO trainers to conduct end
user training. MCSO trainers
shall pass a contractor
proficiency exam from the on-
site “train the trainer” prior to
being certified as a trainer.
Mandatory
Turnkey
System
X

As the current provider, most
MCSO users are familiar with
the accounting system and
payment options and are
using them today. Our web-
based user interface is very
easy to use with drop down
lists and text entry boxes. We
will provide "train the trainer"
training and our staff is
always available to assist
MCSO 24/7 with any
questions.
NFR107
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Contractor shall provide on-
site or web based training for
future versions of solution.
Mandatory
Turnkey
System
X

We provide both onsite or
web-based training options
for MCSO to meet your
needs.
NFR108
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
The Contractor shall describe
the ongoing training programs
available for the proposed
solution and related
components.
Mandatory
Turnkey
System
X

TouchPay will provide
ongoing training programs
via webinars or in person for
any MCSO training needs.
NFR109
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
It is important for the user to be
able to access the various
information they require in a
quick, consistent and intuitive
way. For instance drop down
lists and predictive text need to
be available to identify data
types.
Mandatory
Turnkey
System
X

TouchPay's software is web-
based and easy to use. It
provides drop down lists and
text entries to easily get to
the data needed. As the
current provider of services
to MCSO, most users are
already trained and using the
system today.
NFR110
NON-
FUNTIONAL
REQUIREMENTS
Usability
requirement
addresses:
User
Interaction
It is desirable that the solution
shall meet 100% of the
compliance requirements stated
in Section 508 of the Americans
with Disabilities Act of 1990.
Mandatory
Turnkey
System

TouchPay kiosks meet ADA
requirements and applicable
mandates. The kiosks meet
most ADA requirements for
height, colorbliness, etc. and
TouchPay is working to
become fully ADA Section
508 compliant.
NFR111
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
Data retention requirements
relate to the availability of the
data needed to be kept per
MCSO policy guidelines, legal
requirements, and longer if
desired.
Mandatory
Turnkey
System
X

TouchPay keeps a minium of
1 year hot storage and up to
7 years in cold storage.

SERIAL 230208-RFP

NFR112
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall maintain data
in a format that is acceptable by
legal entities such as CJIS,
ACJIS, MCSO, and Maricopa
County.
Mandatory
Turnkey
System
x

TouchPay can comply.
NFR113
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
ability for an administrative user
to manage the logical data
groupings and define when they
are active and available for a
determined period of time based
on business rules.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR114
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
ability for an administrative user
to manage the logical data
groupings to be in archival
storage for a determined period
of time based on business rules.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR115
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
ability for an administrative user
to manage the logical data
groupings to be in
purged/sealed storage for a
determined period of time based
on business rules.
Mandatory
Turnkey
System
X

TouchPay holds and controls
all pertinent data.
NFR116
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
ability for an administrative user
to retrieve archived records at
will, over a period of time as per
legal requirements. A change in
database structure or database
Contractor during that period
shall not affect data retrieval.
Mandatory
Turnkey
System
X

This is standard with the
TouchPay system V3
reporting suite.
NFR117
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
ability for the archived
information to be viewable
through the current application
administrative UI.
Mandatory
Turnkey
System
X

This is standard with the
TouchPay system V3
reporting suite.
NFR118
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
For prioritization of solution
tasks, the archiving process
needs to have a lower priority to
ensure that it does not affect
system performance during
peak periods.
Mandatory
Turnkey
System
X

TouchPay incorporates
backup technology that
doesn't affect normal
business operations. This
strategy is currently in place
for MCSO.
NFR119
NON-
FUNTIONAL
REQUIREMENTS
Data retention
requirements
The solution shall provide the
highest level of encryption level
of data in transit.
Mandatory
Turnkey
System
x

The TouchPay system is
encrypted to the highest
levels for data in transit.

SERIAL 230208-RFP

NFR120
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The goal is to successfully
expand and/or migrate the
current data as needed and if
applicable to support the new
solution. This may include an
initial load of data to support
current operations and
transactions.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR121
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall utilize existing
data contained in automated
files to populate the new
solution as necessary.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR122
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution may utilize existing
data contained in automated
files to be used to build the new
solution databases.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR123
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall convert
essential data identified by
MCSO. Essential data elements
required for the execution of the
new solution which is missing or
not available in current MCSO
databases will be recorded
manually or defaulted to MCSO
agreed to values.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR124
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall identify and
prevent duplicates from the
source data and prevent from
occurring in the new solution
databases.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR125
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall ensure the
record integrity of the current
system data will be protected
and validated throughout
conversion so that it will be
reliable for inmate processing
after the conversion.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR126
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall provide the
audit system history loaded into
a relational database format and
made available for inquiry in
new screens that will be
included or added to solution.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.

SERIAL 230208-RFP

NFR127
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The Solution shall include a
process to identify, research,
track and remove
duplicates/potential duplicate
data identified by matching key
identifiers.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay can support
migrating or transferring data.
NFR128
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The solution shall use
automated ETL tools to perform
data conversion tasks.
Mandatory
Turnkey
System
X

As incumbent provider, there
will be no need to migrate
data with the award of a new
contract.
NFR129
NON-
FUNTIONAL
REQUIREMENTS
Expand
and/or
migrate the
current data
as needed
and if
applicable
The Contractor shall perform
data conversion to the point
where there is a predictable,
successful outcome in sufficient
time to validate, prior to solution
go-live.
Mandatory
Turnkey
System
X

TouchPay is currently
deployed at MCSO.
TouchPay does and can
support
migrating or transferring data.
NFR130
NON-
FUNTIONAL
REQUIREMENTS
Centralized
repository of
information
The Contractor is required to
develop and maintain a
centralized repository of
information regarding all data
within the solution. Information
about each data element shall
consist of, but not be limited to
meaning, relationships, origin,
usage and format.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR131
NON-
FUNTIONAL
REQUIREMENTS
Centralized
repository of
information
The Contractor shall provide a
searchable, comprehensive
data dictionary covering all data
elements in the entire database.
Mandatory
Turnkey
System
X

Our V3 transactional
database is searchable by
several data elements.
NFR132
NON-
FUNTIONAL
REQUIREMENTS
Centralized
repository of
information
The data dictionary shall include
a listing of all fields by table, and
a summary field list by table,
including both long and short
field descriptions.
Mandatory
Turnkey
System
X

This is standard for
TouchPay.
NFR133
NON-
FUNTIONAL
REQUIREMENTS
Centralized
repository of
information
The Contractor shall update the
data dictionary as changes
occur (including changes in data
sources and/or within the
database) (e.g., new codes,
new data elements, changes to
reference files, etc.).
Mandatory
Turnkey
System
X

This is standard for
TouchPay.
NFR134
NON-
FUNTIONAL
REQUIREMENTS
Centralized
repository of
information
The Contractor shall
accommodate routine changes,
refinements, and additions to
the data without causing any
degradation in the performance
and/or functionality of the
system.
Mandatory
Turnkey
System
X

This is met by first going
through test cycles with
MSCO before those routine
changes, refinements and
additions are put into
production.

SERIAL 230208-RFP

NFR135
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
This section specifies the
constraints imposed on the
solution by compliance to
software standards and
hardware limitations.
Mandatory
Turnkey
System
X

TouchPay understands.
NFR136
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The solution shall use the
National Information Exchange
Model (NIEM) format for
communication between
systems.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR137
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The solution shall enable loose
coupling of business services by
designing data exchanges that
are:
Mandatory
Turnkey
System
X

TouchPay understands.
NFR138
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Are independent of the state or
condition of systems.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR139
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Are independent of the
underlying implementation of
endpoints.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR140
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The solution may utilize the
existing VMware infrastructure
within the Sheriff’s Office or the
Contractor shall propose an
alternative.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR141
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The solution shall utilize the
existing ICJIS Integration
Engine (IIE) infrastructure within
Maricopa County for all external
system interfaces and
messaging (MQ is preferred,
though other options are
available).
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR142
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The contractor may specify the
hardware refresh cycle required
to maintain performance per
hardware type.
Mandatory
Turnkey
System
X

TouchPay agrees.
TouchPay predicates
equipment refresh based on
usage and wear and tear
rather than chronological
age.

SERIAL 230208-RFP

NFR143
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The contractor shall ensure
modern equipment. All
hardware shall be assessed
annually and refreshed every
two (2) years based on MCSO
determining a need and
presenting a formal request.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR144
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The solution shall be
implemented using at least, but
not limited to, three (3) separate
environments for testing, pre-
production and production.
Mandatory
Turnkey
System
x

The TouchPay system is
currently installed at MCSO
today and has already
completed all required
testing.
NFR145
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
The Contractor shall use
professionally and technically
sound standards, techniques,
and tools including, but not
limited to:
Mandatory
Turnkey
System
X

TouchPay understands.
NFR146
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards and techniques for
controlling data synonyms,
aliases, and versions.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR147
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards for data
characteristics.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR148
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Data element design standards
and data element domain
standards for logical and
physical data design, and
standards for data
management.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR149
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Data design standards to
ensure modularity, extensibility,
and flexibility, and to ensure the
efficient and consistent use of
the data by the information
system.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR150
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards for effective data
searching and cross-referencing
techniques.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR151
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards to control data
redundancy.
Mandatory
Turnkey
System
X

TouchPay agrees.

SERIAL 230208-RFP

NFR152
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards for data views,
including internal, conceptual,
and external views.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR153
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Standards for data
administration and database
administration.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR154
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Metrics, tests-of-correctness,
and objective measurements of
data quality.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR155
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Quality assurance inspection
checkpoints within the system
development life cycle.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR156
NON-
FUNTIONAL
REQUIREMENTS
Compliance
to software
standards and
hardware
limitations.
Formal software testing
methodology.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR157
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
This section specifies the
support and maintenance
needed to sustain the solution.
Mandatory
Turnkey
System
x

TouchPay understands.
NFR158
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Support Services Available and
Included - With purchase of the
solution and associated
services, the Contractor shall
provide support services and
maintenance updates. Warranty
shall begin after unit and user
acceptance testing have passed
mutually agreed upon
acceptance thresholds.
Mandatory
Turnkey
System
X

Updates or upgrades are
performed remotely from
TouchPay’s secure web server
with no interruption of services to
depositors (Family and Friend) or
inconvenience to the facility. Our
software update policy allows
TouchPay to deliver the highest
quality service and support and
allows all users to enjoy the very
latest enhancements to our
platform. When a new version of
the system’s controlling software
is available, authorized users are
notified through their
administrative or investigative
workstations. In the event that an
update or upgrade will interrupt
services TouchPay will provide
advanced notification to facility
administrators and well as the
project down time and expected
return of services.

SERIAL 230208-RFP

NFR159
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Warranties, Guarantees,
Provisions for Buy-outs - The
Contractor shall provide a
solution warranty and guarantee
of continued solution support or
other acceptable provisions
defined by the contract or in-
case of the potential buy-out of
the Contractor.
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR160
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall describe
their support and maintenance
program and include service
desk reporting capability, typical
response times, remote support
options, and overall support
management process.
Mandatory
Turnkey
System
X

Please find our Support and
Maintenance program
description in Section 10
Service Level Agreement
(SLA) of our Proposal
response.
NFR161
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Product Lifecycle Management -
The Contractor shall employ
industry standard solution
lifecycle management methods
and procedures to ensure a
quality and timely deliverable.
The Contractor shall describe
how they will support:
Mandatory
Turnkey
System
X

TouchPay employs industry
standard product lifecycle
management to ensure
system quality, and no facility
disruption and to also provide
end user ease of learning.
NFR162
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Planning and Organization
Management Control
Mandatory
Turnkey
System
X

We continuously seek best
practices to improve our own
operations, development, and
systems. We utilize Agile
Development Cycles, also known
as Scrum Methodology. This is a
process that leverages several
iterative and incremental software
development cycles and is coined
as Feature-Driven Development
(FDD). We also apply the concept
of Development Gates as a best
practice. The gates are utilized to
ensure communication involving
development efforts are shared
throughout the organization for all
interested parties. This not only
helps with communication, but it
allows our customers to be
constantly involved in their project.
NFR163
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Acquisition and Implementation
Management Control
Mandatory
Turnkey
System
X

TouchPay uses a proven
implementation methodology that
delivers clear results quickly and
effectively. At the core of this
methodology are sound change-
management techniques and well-
structured project plans built
specifically for the public sector to
implement new technologies. At
the start of the implementation
project, a TouchPay Project
Manager will be assigned for the
communication and service
delivery of all systems and
services. The PM will coordinate
the installation teams for system
implementation in accordance
with the agreed upon timeline. An
initial site survey is performed.

SERIAL 230208-RFP

The entire system and hardware
go through a staging process prior
to delivery to the client. TouchPay
will have all the components built,
bought, and tested prior to loading
the specific software configuration
at our staging center. The PM will
confirm the hardware, software,
setup, and testing for the system
is complete prior to delivery of the
payment Kiosks to the facility.
This allows installation crews to
focus on troubleshooting,
relationship management, and
training at the time of
implementation.
NFR164
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Delivery and Support
Management and Control
Mandatory
Turnkey
System
X

Field staff and technical
support teams are made
aware of projects as they
clear each gate so that they
can prepare to support new
functionality in the field.
NFR165
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Monitoring Management Control
Mandatory
Turnkey
System
X

TouchPay actively monitors our
equipment, platforms, and
network activities continuously, in
real-time, using the latest software
and hardware system monitoring
and diagnostic technology. Our
Network Operations Center (NOC)
and Technical Support Center
(TSC) continuously provide
proactive remote monitoring
support 24x7x365 for all
customers. The performance
monitors used provide real-time
monitoring, event notification,
integrated incident and problem
management, and historical
statistical information to our
internal experts.
NFR166
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Break/fix, Patch Notification,
and Issue Resolution - The
Contractor shall have a method
for communicating break/fix,
patch release, or issue
resolution to MCSO. This shall
include communications such as
e-mail notification, newsgroup,
blogs, standard mail, or
telephone.
Mandatory
Turnkey
System
X

TouchPay will notify MCSO
by phone or email for
communicating break/fix,
patch release, or issue
resolution to MCSO.
NFR167
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Backup and Recovery - The
Contractor shall architect the
backup and recovery based
upon continuous data
protection, full system backups,
and incremental backups.
Mandatory
Turnkey
System
X

SERIAL 230208-RFP

degree possible from natural
disasters and unauthorized
access. From disaster awareness
to full restoration of services, the
Disaster Recovery Team will keep
customer contacts fully informed
regarding recovery effort status.
Progress reports will be provided
every 30 minutes, or other agreed
upon time frames, until service is
restored. We take full backups
nightly using two different
methods. These backups are
stored on the SAN, and are
therefore encrypted using the
encryption in place on the SAN.
NFR168
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Backup and Recovery - The
Contractor shall test the backup
and recovery processes for the
entire solution annually.
Mandatory
Turnkey
System
X

The backup and recovery
processes are tested on an
annual basis.
NFR169
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Database Tuning and System
Optimization - The Contractor
shall perform database tuning
and system optimization based
on availability performance
requirements.
Mandatory
Turnkey
System
X

The TouchPay Network
Operations Center (NOC)
provides monitoring for all
platforms, network, back-
office systems and data
centers. Our professional
staff are monitoring your
systems 24x7x365 for failure
reporting, diagnostic updates,
performance metrics, and
more.
NFR170
NON-
FUNTIONAL
REQUIREMENTS
Product
Lifecycle
Management
Help Desk Availability Window -
The Contractor shall offer a 24
hour x 7 days per week - help
desk window for addressing
solution related questions and
issues. The Contractor shall
describe how they will: Track
calls, Report resolutions, Report
against all agreed upon SLA’s
Mandatory
Turnkey
System
X

TouchPay has a dedicated
Technical Support Team
specifically for our facilities. This
team will be the MCSO’s main
point-of-contact for all support-
related questions and activities,
and they maintain a specific toll-
free number for our facilities that
is separate from our depositor
customer support toll-free number.
The Technical Support team
utilizes our ServiceNow portal to
track calls, report resolutions, and
ensure we meet agreed upon
SLA's. We also have a local
technician team managed by Julio
Alvarez, Field Service Manager
who will continue to serve MCSO
with the high quality of service you
have come to expect from
TouchPay.
NFR171
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall conduct
user training for functionality
upgrades/enhancements
whenever applicable. This
training will be conducted within
a window of sixty (60) State
business days which extends
from 30 business days prior to
Mandatory
Turnkey
System
X

TouchPay agrees.

SERIAL 230208-RFP

30 business days following
installation of the upgrade or
enhancement.
NFR172
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall resolve all
software support requests as
follows:
Mandatory
Turnkey
System
X

Please find our Support and
Maintenance program
description in Section 10
Service Level Agreement
(SLA) of our Proposal
response.
NFR173
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Critical)-
Production system down or
critical component of solution
not working, Initial Response
Time = 30 Minutes, Update
Interval = once Per Hour,
Resolution Time = 4 Hours
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR174
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (High)- System is
up but functionality is lost, Initial
Response Time = 1 Hour,
Update Interval = Every 2 Hour,
Resolution Time = 8 Hours
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR175
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Medium)- User
and configuration issues/
questions, Initial Response
Time = 4 Hour, Update Interval
= 1 Business Days, Resolution
Time = 5 Business Days
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR176
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Low)- Trouble
calls that have no loss of
functionality, Initial Response
Time = 8 Hours, Update Interval
= 5 Business Days, Resolution
Time = 10 Business Days
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR177
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall resolve all
hardware support requests as
follows: The Contractor shall
resolve all hardware support
requests as follows:
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR178
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Critical)-
Production system down or
critical component of solution
not working, Initial Response
Time = 30 Minutes, Update
Interval = once Per Hour,
Resolution Time = 4 Hours
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR179
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (High)- System is
up but functionality is lost, Initial
Response Time = 1 Hour,
Update Interval = Every 2 Hour,
Resolution Time = 8 Hours
Mandatory
Turnkey
System
X

TouchPay agrees.

SERIAL 230208-RFP

NFR180
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Medium)- User
and configuration issues/
questions, Initial Response
Time = 4 Hour, Update Interval
= 1 Business Days, Resolution
Time = 5 Business Days
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR181
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
Priority Level (Low)- Trouble
calls that have no loss of
functionality, Initial Response
Time = 8 Hours, Update Interval
= 5 Business Days, Resolution
Time = 10 Business Days
Mandatory
Turnkey
System
X

TouchPay agrees.
NFR182
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall track and
report the status of help desk
requests to designated MCSO
staff.
Mandatory
Turnkey
System
X

Julio Alvarez, Field Service
Manager and his technician
team will continue to provide
MCSO with the status of
tickets.
NFR183
NON-
FUNTIONAL
REQUIREMENTS
Support and
maintenance
The Contractor shall provide
end users the ability to submit
on-line questions and problem
tickets, and to track the
resolution status on-line.
Mandatory
Turnkey
System
X

Facility staff can use our
ServiceNow portal to open,
track, and report on service
tickets.
NFR184
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
This section specifies the
approach and services needed
to implement and turnover the
solution.
Mandatory
Turnkey
System
X

As TouchPay provides the
services to Maricopa County
today, there will be no
lengthy installation time
required.
NFR185
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
Installation Services Available
and Included - The Contractor
shall provide configuration and
installation services included in
the purchase of the baseline
solution and selected optional
services.
Mandatory
Turnkey
System
X

As TouchPay provides the
services to Maricopa County
today, there will be no
lengthy installation time
required.
NFR186
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
Solution Environment Services
Available and Included - The
Contractor shall provide
configuration and installation
services for at least, but not
limited to, three separate
environments for testing, pre-
production and production.
Mandatory
Turnkey
System
X

As TouchPay provides the
services to Maricopa County
today, there will be no
lengthy installation time
required.
NFR187
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
Quality Assurance and Control
and System Start-up Testing -
The Contractor shall provide
quality control and quality
assurance services included in
the purchase of the baseline
solution and selected optional
services. This shall include
services but not limited to: unit
tests, integration tests, and
system tests, and participation
in acceptance testing.
Mandatory
Turnkey
System
X

As TouchPay provides the
services to Maricopa County
today, there will be no
lengthy installation time
required. The system has
already been through QA and
start-up testing.

SERIAL 230208-RFP

NFR188
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
User Training and Technical
Knowledge Transfer (Train the
trainer) - The Contractor shall
provide user, administrative,
and IT support training services
included with the purchase of
the solution and selected
optional services.
Mandatory
Turnkey
System
X

Most of MCSO's staff are
already using the TouchPay
system today, however we
will ensure all users are
trained and provide any
refresher training as part of
the implementation process.
NFR189
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
Implementation Timeline - The
Contractor shall have a track
record of successfully
implementing their solution
verifiable by supplied client
references.
Mandatory
Turnkey
System
X

TouchPay has provided
references with our
response.
NFR190
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
The Contractor shall provide
MCSO with detailed,
comprehensive updates, as
needed, to any existing
documentation provided to the
Contractor by MCSO.
Mandatory
Turnkey
System
X

Updated documentation will
be provided to MCSO.
NFR191
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
The Contractor shall describe
their process upon contract
termination/contract end to
support solution sunset and/or
process transfer.
Mandatory
Turnkey
System
X

Upon contract completion,
TouchPay will support the orderly
transition of our duties to another
provider. This includes transfer of
all records, data in our possession
that may need to be returned, etc.
over to the County as required per
the Contract. For payment
channels that do not require any
devices, the services will be shut
down at the time and date
specified and all records will be up
to date and reflect the termination
of service. All payments received
will be processed and the records
of those transactions will continue
to be accessible by authorized
County personnel. TouchPay will
close the payment processing
interface and will maintain
financial records that do not
include personal data for a
minimum of seven years and any
unresolved issues will be settled
promptly. If devices have been
provided to the County, they will
be disconnected and removed
when the transfer of services is to
commence and the area where
they were installed will be left
clean.
NFR192
NON-
FUNTIONAL
REQUIREMENTS
Implement
and turnover
the solution
Cleanliness during installation or
removal of equipment
Mandatory
Turnkey
System
X

TouchPay will ensure the
area is clean during
installation or removal of
equipment.

SERIAL 230208-RFP

EXHIBIT D- INFORMATION TECHNOLOGY SUPPLEMENTAL TERMS
AND CONDITIONS

1.
DEFINITIONS

1.1
“Authorized Persons” means the service provider’s employees, contractors, subcontractors
or other agents who need to access Maricopa County’s (County) personal data to enable
the service provider to perform the services required.

1.2
“Data Breach” means the unauthorized access by a non-authorized person/s that results
in the use, disclosure or theft of a County’s unencrypted personal data.

1.3
“Individually Identifiable Health Information” means information that is a subset of health
information, including demographic information collected from an individual, and (1) is
created or received by a health care provider, health plan, employer or health care
clearinghouse; and (2) relates to the past, present or future physical or mental health or
condition of an individual; the provision of health care to an individual; or the past, present
or future payment for the provision of health care to an individual; and (a) that identifies the
individual; or (b) with respect to which there is a reasonable basis to believe the information
can be used to identify the individual.

1.4
“Non-Public Data” means data, other than personal data, that is not subject to distribution
to the public as public information. It is deemed to be sensitive and confidential by the
County because it contains information that is exempt by statute, ordinance or
administrative rule from access by the general public as public information.

1.5
“Personal Data” means data that includes information relating to a person that identifies
the person by name and has any of the following personally identifiable information (PII):
government-issued identification numbers (e.g., Social Security, driver’s license, passport);
financial account information, including account number, credit or debit card numbers; or
protected health information (PHI) relating to a person.

1.6
“Protected Health Information” (PHI) means individually identifiable health information
transmitted by electronic media, maintained in electronic media, or transmitted or
maintained in any other form or medium. PHI excludes education records covered by the
Family Educational Rights and Privacy Act (FERPA), as amended, 20 U.S.C. 1232g,
records described at 20 U.S.C. 1232g(a)(4)(B)(iv) and employment records held by a
covered entity in its role as employer.

1.7
“Public Jurisdiction” means any government or government agency that uses these terms
and conditions. The term is a placeholder for the government or government agency.

1.8
“County Data” means all data created or in any way originating with the County, and all
data that is the output of computer processing of or other electronic manipulation of any
data that was created by or in any way originated with the County, whether such data or
output is stored on the County’s hardware, the service provider’s hardware or exists in any
system owned, maintained or otherwise controlled by the County or by the service provider.

1.9
“County Identified Information Technology (IT) Security Contact” means the person or
persons designated in writing by the County to receive security incident or breach
notification.

1.10
“Security Incident” means the potentially unauthorized access by non-authorized persons
to personal data or non-public data the service provider believes could reasonably result
in the use, disclosure or theft of a County’s unencrypted personal data or non-public data
within the possession or control of the service provider. A security incident may or may not
turn into a data breach.

SERIAL 230208-RFP

1.11
“Service Level Agreement” (SLA) means that part of the written agreement between both
the County and the service provider that is subject to the terms and conditions in this
document and that unless otherwise agreed to includes (1) the technical service level
performance promises, (i.e. metrics for performance and intervals for measure), (2) the
amount of time required for notice by the provider to the County for notification of upcoming
changes, (3) security notice requirements, (4) timeframes for response to operational
problems and failures, and (5) any remedies for performance failures.

1.12
“Service Provider” means the contractor and its employees, subcontractors, agents and
affiliates who are providing the services agreed to under the contract.

1.13
“Software-as-a-Service” (SaaS) means the capability provided to the consumer to use the
provider’s applications running on a cloud infrastructure. The applications are accessible
from various client devices through a thin-client interface such as a Web browser (e.g.,
Web-based email) or a program interface. The consumer does not manage or control the
underlying cloud infrastructure including network, servers, operating systems, storage or
even individual application capabilities, with the possible exception of limited user specific
application configuration settings.

1.14
“Statement of Work/Scope of Work” (SOW) means a written statement in a solicitation
document or contract that describes the County’s service needs and expectations.

2.
SUPPORT OVERVIEW

2.1
Support hours (accommodate our time zone) - vendor will maintain customer service hours
that coincide with our 8:00 a.m. – 5:00 p.m. Monday - Friday Mountain Standard Time
(MST) office schedule. They will also provide afterhours support at a level commensurate
with the nature of the service provided.

2.2
Updates/upgrades - vendor will follow a timely and consistent schedule in applying updates
to their solution and the underlying infrastructure needed to support it. Zero day/emergency
updates will be done expeditiously by vendor, with proper communication to customers
affected.

2.3
Entity will comply with all applicable provisions of the Americans with Disabilities Act (ADA),
the Rehabilitation Act of 1973, and all applicable federal regulations, as amended from time
to time (ADA Laws). All electronic and information technology and products and services
to be used must be compliant with the ADA Laws.

2.3.1
Compliance means that a disabled person can acquire the same information,
engage in the same interactions, and enjoy the same services as a nondisabled
person, in an equally effective and integrated manner, with substantially equivalent
ease of use.

3.
DATA OVERVIEW

3.1
Data liberation - vendor is required to provide the means to pull all user data from vendor
solution any time as desired, in a machine-readable format.

3.2
System shall be capable of encrypting data both at rest and in transit as determined by
Contractor’s security processes which incorporate core elements of the NIST framework
and SOC2.

3.3
Data Ownership: The County will own all right, title and interest in its data that is related to
the services provided by this contract. The service provider shall not access County user
accounts or County data, except (1) in the course of data center operations, (2) in response
to service or technical issues, (3) as required by the express terms of this contract or (4) at
the County’s written request.

SERIAL 230208-RFP

3.4
Data Protection: Protection of personal privacy and data shall be an integral part of the
business activities of the service provider to ensure there is no inappropriate or
unauthorized use of County information at any time. To this end, the service provider shall
safeguard the confidentiality, integrity and availability of County information and comply
with the following conditions:

3.4.1
The service provider shall implement and maintain appropriate administrative,
technical and organizational security measures to safeguard against unauthorized
access, disclosure or theft of personal data and non-public data. Such security
measures shall be in accordance with recognized industry practice and not less
stringent than the measures the service provider applies to its own personal data
and non-public data of similar kind.

3.4.2
All data obtained by the service provider in the performance of this contract shall
become and remain the property of the County. Vendor usage of customer data
for non-County purposes requires written approval from the County.

3.4.3
All personal data shall be encrypted at rest and in transit with controlled access.
The County shall identify data it deems as non-public data to the service provider.
The level of protection and encryption for all non-public data shall be identified and
made a part of this contract. Any stipulation of responsibilities will identify specific
roles and responsibilities and shall be included in the statement of work (SOW), or
otherwise made a part of this contract.

3.5
At no time shall any data or processes — that either belong to or are intended for the use
of County or its officers, agents or employees — be copied, disclosed or retained by the
service provider or any party related to the service provider for subsequent use in any
transaction that does not include the County except as required by law.

3.6
Hosted applications must have the ability to support encrypted protocols for sensitive data
in flight and in rest. Encryption ciphers must use at least a 128-bit key length. Hashing
algorithms used must be of the Secure Hash Algorithm (SHA) or Advanced Encryption
Standard (AES) family. The minimum acceptable algorithm shall be SHA-2 or AES128.

3.7
Data Location: The service provider shall provide its services to the County and its end
users solely from data centers in the U.S. Storage of County data at rest shall be located
solely in data centers in the U.S. The service provider shall not allow its personnel or
contractors to store County data on portable devices, including personal computers, except
for devices that are used and kept only at its U.S. data centers. The service provider shall
permit its personnel and contractors to access County data remotely only as required to
provide technical support. The service provider may provide technical user support on a
24/7 basis using a Follow the Sun model, unless otherwise prohibited in the SLA.

3.8
The vendor shall destroy all offline copies of County data at the time they cease to be
useful. Destruction procedures must be made available to the County upon request.

3.9
At the conclusion of the contract, all County data and working papers must be returned to
the County and all vendor copies destroyed. The vendor must confirm in writing to the
County that all data was destroyed in accordance with this agreement and state the
methodology used.

4.
BACKUP AND DISASTER RECOVERY OVERVIEW

4.1
County has the right to, with 74 hours’ notice, request a test of customer-centric backup
and Disaster Recovery functionality, as defined in the contract.

4.2
Backups to removable media must be encrypted using the Advanced Encryption Standard
(AES) with a minimum of a 128-bit key. Industry recognized key handling procedures must
be utilized. At no time shall the key be stored on the backup media in clear text, including

SERIAL 230208-RFP

but not limited to table labels. The vendor must make key handling procedures and logs
available upon request.

4.3
Unless otherwise stated, hosting providers will complete incremental backups daily and be
able to successfully generate full backups within 24 hours unless otherwise agreed upon.

5.
INTEGRATION AND INTERFACES OVERVIEW

All customer integrations and interfaces are fully documented and updated when changes are
made by vendor at no cost to the County.

6.
TESTING OVERVIEW

6.1.
A documented strategy for testing and Quality Assurance (QA) of development and
configuration shall be provided to the County project team for approval prior to
commencement of system build upon request.

6.2.
Issues identified in vendor testing shall be cataloged, updated upon closure with final
disposition, and provided to the project team prior to User Acceptance Testing (UAT)
testing.

6.3.
Vendor will allow the County a reasonable timeframe to execute the test plan and retest
items with issues.

6.4.
Vendor will work directly with the County, and external vendors to integration test all
interfaces and transmissions of data. To eliminate constraints and delays in external
vendor testing and validation, a separate mirror environment for testing is advised.

6.5.
Vendor will enable automation and file transmission during UAT and parallel testing.

6.6.
Vendor will allow the County to execute performance and load testing as prior to the start
of UAT.

6.7.
The vendor shall provide County with a UAT test catalog to aid in development of test
scripts.

6.8.
Testing variances will be documented, categorized, and assigned priority through a
mutually agreed upon format.

6.9.
Unit testing of the application shall be performed and documented by the vendor.

6.10.
Vendor will provide documented results of testing including negative and positive testing
results.

7.
CONNECTIVITY OVERVIEW

7.1.
Vendor will proactively communicate any proposed networking change made against
connections between vendor and County a minimum of five business days prior to the
change.

7.2.
Client applications installed on user workstations that must contact the off-site hosting
environment must be able to do so through a secured Hypertext Transfer (HTTP) proxy.
Workstations must not be required to directly connect over the Internet for any reason.

7.3.
Any connection between the County and vendor needs to be secured using industry
accepted standards.

SERIAL 230208-RFP

8.
SYSTEM SECURITY OVERVIEW

8.1.
Security Incident or Breach Notification and Responsibilities: The service provider shall
inform the County of any security incident or data breach.

8.2.
Breach notification requirements shall be determined by all applicable laws and contracts
including, but not limited to, Arizona Revised Statutes (A.R.S.) 44-7501 and 18-552,
California SB 1386, the Health Insurance Portability and Accountability Act
(HIPAA), Criminal Justice Information Services (CJIS) and Payment Card Industry (PCI).

8.3.
Incident Response: The service provider may need to communicate with outside parties
regarding a security incident, which may include contacting law enforcement, fielding
media inquiries and seeking external expertise as mutually agreed upon, defined by law or
contained in the contract. Discussing security incidents with the County should be handled
on an urgent as-needed basis, as part of service provider communication and mitigation
processes as mutually agreed upon, defined by law or contained in the contract.

8.4.
Unless otherwise stipulated, if a data breach is a direct result of the service provider’s
breach of its contract obligation to encrypt personal data or otherwise prevent its release,
the service provider shall bear the costs associated with the following:

8.4.1.
the investigation and resolution of the data breach;

8.4.2.
notifications to individuals, regulators or others required by state law;

8.4.3.
a credit monitoring service required by state (or Federal) law;

8.4.4.
a website or a toll-free number and call center for affected individuals required by
state law — all not to exceed the average per record per person cost calculated
for data breaches in the United States in the most recent Cost of Data Breach
Study: Global Analysis published by the Ponemon Institute at the time of the data
breach; and

8.4.5.
complete all corrective actions as reasonably determined by service provider
based on root cause; all [(1) through (5)] subject to this contract’s limitation of
liability.

8.5.
Breach Reporting Requirements: If the service provider has actual knowledge of a
confirmed data breach that affects the security of any County content that is subject to
applicable data breach notification law, the service provider shall:

8.5.1.
promptly notify the appropriate County identified contact within 24 hours or sooner,
unless shorter time is required by applicable law, and

8.5.2.
take commercially reasonable measures to address the data breach in a timely
manner.

8.6.
The vendor shall make the information security incident response policy and procedure
available to the County at any time upon request.

8.7.
Access to Security Logs and Reports: The service provider shall provide reports to the
County in a format as specified in the SLA agreed to by both the service provider and the
County. Reports shall include latency statistics, user access, user access internet protocol
(IP) address, user access history and security logs for all County files related to this
contract. County may, at their discretion, use separate Security Information and event
management (SIEM) tool to analyze and manage provided log and report data.

SERIAL 230208-RFP

9.
AUDITING AND COMPLIANCE OVERVIEW

9.1.
The system must log all material user actions, including but not limited to, logon and log
off.

9.2.
The system must log all material administrator actions, including but not limited to, user
creation, user deleting, password resets, and privilege level changes.

9.3.
The system must log failed login attempts.

9.4.
Logs must be made available to the County at any time, preferably though API, web service
or some other automated fashion.

9.5.
The vendor must comply with all applicable laws, regulations, and contracts including (but
not limited to) CJIS, HIPAA, and PCI.

9.6.
Vendors that host applications containing HIPAA protected data must enter into a Business
Associate (BA) agreement (as defined by HIPPA) with the County. The Business Associate
agreement must be maintained for the life of the contract.

9.7.
Audit of Third-Party systems - in order to determine that SLAs or other agreements
between the County and the Third- Party entity are being adhered to, we reserve the right
to audit systems being used to provide the service and supporting services (such as
internal work order/Information technology service management (ITSM) systems, log files,
etc.) used to support the services being provide to the county.

9.8.
The vendor must make SOC2 compliance reports, or other comparable security report,
audit findings, and third-party attestations available at the time of award, and at any time
to the County upon request. Updated compliance reports shall be provided to the County
Identified IT Security Contact annually.

9.9.
For System and Organization Controls 2 (SOC 2) reports, this must be of the solution and
not of the hosting service the vendor may be using (i.e., do not share Amazon’s or
Microsoft’s SOC2 report instead of one specific to the solution in question).

9.10.
The vendor must immediately notify the County, in writing, upon a confirmed violation of
the compliance requirement. The notification must include any information provided by the
regulatory body.

SERIAL 230208-RFP

EXHIBIT E - SERVICE LEVEL AGREEMENT

MCSO will receive the finest level of maintenance and account support for the life of the contract. TouchPay
professionals ensure the software, hardware, and peripheral equipment associated with our provided
solutions are maintained according to specifications and within agreed upon timeframes.
•
TouchPay provides the necessary labor, parts, materials, and transportation to maintain all
TouchPay-provided solutions and related equipment in good working order and in compliance with
the equipment manufacturer’s specifications throughout the life of the contract.
•
Maintenance and repair services provided entirely without cost to MCSO.
•
Malfunctioning equipment repaired or replaced as needed and inquiries by MCSO staff are
answered by our team, quickly and courteously.
TouchPay Service Maintenance & Support Plan
Twenty-four (24) hours a day, three hundred sixty-five (365) days a year, requests for service or reports of
malfunctions go directly to TouchPay’s Technical Service Center, where highly trained TouchPay
professionals determine the best course of action.
Many system problems can be resolved remotely through software diagnostics and manipulations.
When problems or requests cannot be resolved remotely, the service technician assigned to the MCSO
Project will be dispatched to the site within the response time requirement.
Remote Monitoring and System Diagnostics
TouchPay actively monitors our communication equipment, platforms, and network activities continuously,
in real-time, using the latest software and hardware system monitoring and diagnostic technology. Our
Network Operations Center (NOC) and Technical Support Center (TSC) continuously provide proactive
remote monitoring support 24x7x365 for all TouchPay customers. The performance monitors used by
TouchPay provide real-time monitoring, event notification, alert history, and statistical information to our
internal experts.
MCSO Benefits
Our NOC and TSC teams are taking a cohesive look at multiple data sources to monitor, troubleshoot,
and—even more importantly—anticipate the health of our services before issues even become noticeable.
We utilize a scalable platform specifically built for complex network infrastructure management. What this
means to MCSO is that TouchPay’s ability to monitor the quality of service grows right alongside the
deployments. Everything we learn—from the trends we monitor to the post-event analysis—is looped back
to our in-house development team. This feedback allows us to continually adjust and improve our products
and our backbone.
Network Operation Center (NOC)
TouchPay proactively monitors our systems provided to
MCSO from our Network Operations Center (NOC). The
TouchPay NOC provides monitoring for all TouchPay
platforms, network, back-office systems, and data centers.
Deployment Monitoring: Monitoring
trends in network performance before,
during, and after deployments of
additional devices or updated software
features allows TouchPay to be proactive
instead of only reactive.

SERIAL 230208-RFP

We staff our NOC with the most knowledgeable
professionals in the industry. Our network experts
are fully certified in all the system hardware and
software solutions that monitor our platforms and
network we offer to our customers. Our
professional staff are monitoring your systems
24x7x365 for failure reporting, diagnostic updates,
performance metrics, and more. All reporting,
performance history, data, and network
information are available to our staff when
needed.
These technologically advanced monitoring tools
keep TouchPay ahead of system incidents and
provide proactive updates and adjustments.
NOC Proactive Management and Performance Tools
The TouchPay NOC uses the latest technology and tools to safeguard the health and security of the
systems we provide to MCSO including the suite of network performance modules through SolarWinds®.
The SolarWinds monitoring software modules allow the NOC personnel to continuously monitor all
hardware, software, and solution metrics. Monitoring trends in network security and performance before,
during, and after deployments of additional devices or updated software features allows TouchPay to be
proactive instead of only reactive.
The many SolarWinds software tools TouchPay
uses are configurable and provide real-time
monitoring, event notification, alert history and
statistical information.
Network Performance Monitor (NPM) - With this
module, TouchPay can monitor the network for
circuit availability, performance, tracking hardware
and bandwidth utilization to ensure circuits are both
available and right-sized for your deployed system.
TouchPay works to ensure your staff are always able to do their administrative or investigative tasks using
our system.
Server and Application Monitor (SAM) - Provides deep visibility into our application and server (physical
and virtual) performance issues giving proactive performance alerting and faster troubleshooting for our
customer’s systems. Receives issue alerts before they become problems.
Network Configuration Manager (NCM) - Reduces downtime by ensuring the network is compliant and
secure. In the unlikely event of a component failure, TouchPay can quickly and easily replace the exact
configuration. We can watch for any changes to a configuration—spotting failures or threats.
IP Address Manager (IPAM) - More than just identifying who and where and what device, these tools allow
TouchPay to track IP subnet utilization, planning, and inventory in our network. By employing the IPAM,
users save time with a more reliable network.
Storage Resource Monitor (SRM) - With SRM, MCSO data storage is proactively tracked for consumption
and capacity allowing TouchPay to make accurate adjustments before a problem can occur. Your data
storage is more efficient through a more detailed view of storage hardware making it easier to identify
performance issues quickly and easily repair them.
Web Performance Monitor (WPM) - Automation of monitoring the performance for web-based applications
increases the usability of our platform user interfaces and provides for more efficient detection, tracking and
Security and Performance
•Monitoring Network Performance
•Monitoring Applications
•Monitoring Storage Resources
•Monitoring Traffic
•Monitoring Signal Quality
Data Center Server Function Details

SERIAL 230208-RFP

location of performance issues. This reduces the likelihood of a slow on-line experience for your facility
staff.
Netflow Traffic Analyzer (NTA) - Allows for better bandwidth usage tracking so TouchPay can predict
where adjustments can be made to provide our customers with faster service and reduce periods of
slowdown.
Technical Support Center
The management and monitoring of TouchPay technical customer support services are located at our
Technical Support Center (TSC). TouchPay offers MCSO best-in-class customer support with our highly
trained technical professionals providing 24x7x365 superior service and the latest monitoring and alerting
software in the industry.
Our Technical Support Center monitors all
Errors and alarms generated by all systems
monitored by TouchPay technical service
technicians indicate the site involved and the
system function that has failed. Notification
tools, PagerDuty and ServiceNow, notify
TouchPay NSS notification groups for all
events in real-time. Immediate steps are
taken to address acute system failures. Steps
include the opening and tracking of a trouble ticket, on-line diagnostics, dispatching of service personnel to
the site if appropriate, progress reports to the site, and ticket escalation if the issue is not resolved within
the expected time frame. Our technical support staff are available to MCSO 24x7x365 through our single
source contact.
Software Performance Monitoring
Along with hardware and network monitoring and support, TouchPay engineering and development teams
monitor, troubleshoot, and improve application program level performance using New Relic and
AppDynamics. These allow our reliability engineers and product developers to troubleshoot user application
performance issues, including CPU performance and web site response time, to determine the root cause
of system problems. We will always strive to keep our platform software operating at peak performance for
MCSO system users by using the latest tools to quickly, efficiently, and proactively mitigate any issues that
may arise.
Quarterly Quality Sweeps
Each quarter, every TouchPay-maintained and -serviced facility is reviewed to ensure that all systems and
services are operating according to specifications. Each sweep is performed by a trained and certified
Technical Support Engineer. Sweeps check for such things as software version numbers, storage capacity,
module operation, database synchronization and capacity, and network health and function.
TouchPay’s Proactive Approach to Maintenance and Service
TouchPay’s commitment to proactive service begins the day a system is installed. TouchPay’s team will
monitor its performance during the first 30 days to ensure everything is operating as planned, and to
measure and record the normal functioning of the system. These observations are used to establish
customized thresholds that are programmed into our remote network-monitoring programs and will continue
monitoring the client’s system 24/7/365 for the duration of the contract.
Over the past year we have worked to increase our
remote network and system monitoring capability to
include greater load balancing capacity as well a 47%
increase in the network elements we monitor and a
23% increase in the number of Network Devices
backed up in our configuration manager.

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TouchPay Technicians Provide Local Service
TouchPay will manage and be responsible for every aspect of our system installed at MCSO and TouchPay
employees oversee all local, on-site service. TouchPay’s Field Services Manager, Julio Alvarez, will
lead the local service team, including Raul Hurtado, technician. The local team will assist with any
installation activities and provide on-going maintenance and repair services for the life of the contract. In
addition to providing routine and maintenance service for hardware, our field technicians are also always
available for dispatch to assist with any emergencies that occur relative to the TouchPay System.
TouchPay shall monitor and empty the intake/booking kiosks per Section 2.21.1 when the machines reach
a minimum 50% capacity with a service response time of < 1 hour. The service call shall be for a minimum
of three days per week (M,W,F) and include cleaning and maintenance of the machines. Any scheduled
preventive maintenance shall be performed on the machines a mininume of once every three months.
TouchPay has an onsite presence and parts readily available for increased uptime of equipment and
systems.
TouchPay Service Maintenance Levels
Cases and Work Orders
Non-Emergency:
In general, a non-emergency is any need or situation relative to the TouchPay System that does not impact
the usability of multiple devices or facility personnel’s access to the TouchPay accounting software.
Emergency:
In general, an emergency is any situation that directly impacts the usability of multiple devices/equipment
or facility personnel’s access to the accounting software. All emergency work orders are subject to
escalation. TouchPay has extensive and clearly defined rules of escalation for problems that are not
resolved within an expected time frame. Levels of emergency and their expected resolution times are
defined below.
Response time is the duration between the logging of the issue in TouchPay’s case management system
and the first step taken to resolve the problem. The duration before response is used for problem evaluation
and response planning. Specific service level descriptions are described below.
Service Level Description
Resolution time is the duration between the logging of the issue in TouchPay’s case management system
and the time to resolve/close the case. A case is closed when onsite tech or customer acknowledges
resolution or 7 days from resolution notification.
Service Levels and Response:
Severity Levels
(SL)
Description
Target Response
Time
1- Urgent
Service is unavailable (Production system
down or critical component of solution not
working)
< 30 minutes
2- Important
Service is degraded (User and configuration
issues/ questions)
< 1 hour
3- Not Urgent
Service Requests (Trouble calls that no loss
of functionality)
< 1 Business Day

SERIAL 230208-RFP

Maintenance Priority Levels and Response Times

Progress and Status Updates and Level of Expertise:
For each priority (P) level, the minimum frequency at which progress updates are normally provided are
listed in the table below. Upon MCSO’s request, progress notifications can be provided with greater or
lesser frequency.
Severity
Update
Level of Expertise Involved
P-1
Every 30 minutes to 1
hours
COO and P2 Team
P-2
Every 4 hours
SVP, Service Excellence and P3 Team
P-3
Every 6 hours
Field Service Manager and P4 Team
P-4
Every 8 hours
Field Service Tech and/or Technical Support Rep
We will meet or exceed the RFP requirement to start working on all reported issues. Notwithstanding any
other provision in the standard SLA and escalation matrix, some exceptions and limitations that may affect
TouchPay’s ability to include circumstances beyond control of the provider such as:
•
Facility does not permit access.
•
Facility does not provide escort (if applicable)
•
ISP system failure (no internet access)
•
Facility power failure
•
Force majeure such as tornado, hurricane, flood, etc.

Service Resolution:
Case Priority
/Severity
Service Level
Criteria
Target Resolution
Time
Acceptable Quality
Limit (AQL)
P1
•
Urgent
• The system is not available to provide
service for 50% or more of a facility or
single housing unit is out of service.
<4 hours
8 hours
P2
•
Urgent
•
Important
• The
system
is
available
but
functioning in a degraded state or
partial outage for 25%-50% of a
facility or a single housing unit.
<12 hours
1 Business Day
P3
•
Important
•
Not Urgent
• Services are available but technical
or administrative issues are affecting
normal operations for the facility or
single housing unit
< 5 Business days
< 10 Business Days
P4
•
Important
•
Not Urgent
• Used for managing Service/Change
requests.

< 7days but are on a
Case-by-Case basis
N/A

SERIAL 230208-RFP

Trouble Escalation Path
TouchPay has established processes in place for escalations to occur when resolution time exceeds our
standard response times. Our local service team will also keep MCSO informed and updated on the status
of open issues. Real-time reports and ticket status can also be found in our ServiceNow portal. When
escalations arise, the below path will be followed. MCSO can reach out to any of the below personnel to
request assistance with an escalation if needed. Contact information will be provided upon award.
Escalation Level
Field Service Escalation Personnel
Level 1
Local Field Service Technician, Raul Hurtado
Level 2
Field Service Manager, Julio Alvarez
Level 3
Regional Vice President, Service Excellence, Ken McNeil
Level 4
Regional Group Vice President, Service Excellence, Christopher Wright
Level 5
Chief Operating Officer, Rick White
Level 6
Chief Executive Officer, Deb Alderson

Escalation Level
Technical Support Escalation Personnel
Level 1
Lead Technical Support Specialist (Varies by shift)
Level 2
Technical Support Supervisor (Varies by shift)
Level 3
Technical Support Manager (Varies by shift)
Level 4
Director Technical Services, Brian Doering
Level 5
Chief Operating Officer, Rick White
Level 6
Chief Executive Officer, Deb Alderson

SERIAL 230208-RFP

EXHIBIT F- Contractor proposal dated February 27, 2024, submitted in
response to County RFP (Reference document)