Income Management System

Cornwall Council is seeking market feedback to inform the development of a final specification for a future income management solution. The Council invites suppliers to respond to this Request for Information (RFI) to help shape a solution that meets operational, technical, and compliance needs.

The Council requires a cloud-based, Software-as-a-Service (SaaS) income management system that:

Core Functional Requirements

• Provides a central transaction database to control, reconcile, and report on income.
• Re-formats and exports data to update a range of back-office financial management systems (FMS).
• Is accessible via a browser and supports integration with third-party applications used by Cornwall Council.
• Offers self-tailoring configurable import/export functionality to enable full system ownership and flexibility.

Payment Processing Capabilities

• Supports payments via telephone (call centre), face-to-face (card, cash, cheque), and opportunistic payments initiated by staff.
• Integrates with a Secure Bureau Service (SBS) for PCI DSS-compliant card authorisation.
• Includes a portal interface for retrieving customer and payment details during calls, with seamless access from host systems.
• Includes transaction visibility through APACS reporting.

Security & Compliance

• Ensures cardholder data is not accessible to Council staff or stored on Council infrastructure.
• Provides automated, secure card entry to simplify PCI DSS compliance and reduce SAQ scope.

Staff Tools & Satellite Office Support

• Enables staff to submit electronic forms with ledger codes and banking summaries, particularly for satellite offices without full receipting systems.

Customer Present Transactions

• Supports Point-to-Point Encryption (P2PE) for chip & PIN payments.
• Includes terminal management and smart client software for secure device operation.

Online & E-Commerce Payments

• Offers a fully hosted internet payment solution with shopping cart, miscellaneous payments, and a Digital Wallet for card reuse.
• Provides tools to customise hosted payment pages.

Third-Party Integration

• Supports integration with external applications via SOAP and REST APIs.
• Allows secure transaction handoff and return for receipting and system updates.
• Accepts alternative payment methods including PayPal, Pingit, and Visa Checkout.

System Compatibility

• Integrates with existing systems such as Microsoft Dynamics.

Automated Telephony

•,Provides a fully hosted automated telephony solution for 24/7/365 payments and balance enquiries.

Data Access & Refunds

• Enables real-time transaction viewing, balance queries, and customer refund processing.

Service Level Agreement (SLA)

• The SLA will define minimum acceptable service levels, including system uptime, response times, and resolution times for incidents.
• Support hours, escalation procedures, and contact channels must be clearly documented.
• Regular service reviews will be conducted to ensure SLA compliance.
• Penalties or service credits may apply for failure to meet agreed service levels.

Performance Management

• Performance will be monitored against agreed KPIs, including transaction processing speed, system availability, and customer satisfaction.
• The supplier must provide regular performance reports and participate in review meetings.
• Continuous improvement plans should be in place to address any performance gaps.