Walk-in Payment Services

The City of Indianapolis and Marion County by and through the Purchasing Division is seeking Request for Qualifications for Walk-in Payment Services. Submittals are due not later than 12:00 pm on Wednesday, May 6, 2026.

Background

The City is looking for a qualified consultant to provide a network of payment locations that accept cash payments and potentially other forms of payment for City and County services.  

For walk-in payment option proposals, Contractor must be experienced in the processing of bill payments, with a preference for government or utility payment experience.  The City should not be charged for monthly hosting fees or processing fees.

Project Details

• Reference ID: RFQual-11EAL-130
• Department: Purchasing Division
• Department Head: David Condon (Administrator)

Important Dates

• Questions Due: 2026-04-29T16:00:00.000Z

Evaluation Criteria

• Anticipated Scope of Payment Processing Services —

   

  The Contractor will provide payment processing services for payments made to the City/County using a Contractor provided payment channel(s), such as but not limited to, walk-in payment locations.  Payments will be processed for various receivable items owed to the City/County. 

   

  Contractor will be responsible for the following anticipated scope of services:

   

  1. Cashiering Front-End

  Provide all front-end systems for Contractor to process City/County payments, regardless of payment channel.

   

  1. Real-time Payment Processing.  A nightly batch file will be required at a minimum for department reconciliation with real time capability. Daily deposit into a City/County account will be required.
  2. Interfaces

  The Contractor must create the interface between the Contractor’s own front-end payment processing software and the City/County department financial software system establishing the ability for the Contractor to:

   

  1. Query and search real-time for City/County debt owed by customer.
  2. Provide payment transaction information real-time to the City/County.
  3. Retrieve City/County revenue reporting for reconciliation purposes.

   

  Contractors must provide payment information through the City/County API. Contractors must be able to provide the necessary information using a secure authentication method and provide data formatted to be in compliance with the City/County API.  Contractor must work with the City’s Information Services Agency (ISA) to achieve the required secured connection and communication.

  The Contractor must also create interfaces to the City/County existing payment processing Contractor systems to:

  1. Process payment card payments.
  2. Process check images.
  2. Walk- in Payment Option

  For walk-in payment option proposals:

  1. Contractor must have multiple payment facilities located throughout the City of Indianapolis and Marion County.  More facilities and diverse locations throughout the City/County will be given preference. The City/County requires a minimum of 50 outlets within Marion County.
  2. Contractor facilities must have Monday through Friday minimum operating hours of 8:00 am until 6:00 pm., with some facilities offering operating hours both beyond the minimum and weekends.  More operating hours will be given preference.
  3. Payment Deposits

  The Contractor is required to initially and directly deposit, immediately or next banking day depending on payment type as directed by the City/County, all payments received on behalf of the City/County into either a City or County owned bank account.  All payments are to be deposited in separate accounts for the City of Indianapolis and Marion County, without reduction of any kind by the Contractor. Contractor will use City/County obtained merchant accounts for any payment processing, as required.  Contractor must reimburse the City/County for any lost interest when payments to the City/County are not deposited as required to the designated depository. The lost interest will be calculated based on the average federal funds rate for the period during which the deposits were not made as required, 

   

  4. Reconciliation

  Contractor is required to reconcile each day’s payment collections to City/County system reports of revenue recorded and to daily deposits into City/County bank accounts.  All discrepancies must be investigated and resolved, and findings provided to the City/County for related adjustments.

   

  5. Revenue Shortages

  The Contractor is required to reimburse the City/County for all revenue shortages, payments collected on behalf of the City/County, which are not accounted for, are lost, misdirected, or otherwise not provided to the City/County as required.  

   

  6. Returned Payments

  For all payments originally processed by the Contractor, the Contractor is required to:

   

  1. Monitor, manage and respond to any payment challenges.
  2. Enter information, as defined by the City/County, into City/County systems for all returned payments, regardless of payment type.

   

  7. Workflow Mapping

  Contractor must provide and maintain application and business workflows for current and revised workflow processes during the term of the Agreement.

   

  In the event of new technologies that become available and which may enhance or may otherwise be provided as an additional service under the terms of the Agreement, the Contractor may provide such business transaction opportunities to the City/County. The City/County reserves the right to incorporate such changes if deemed to be in the best interest of the City/County. 

   

  Vendor must explain how its information systems or databases will connect to the City and County database networks.  How would this apply to smartphone applications, for example? 

   

  8. Training

  The City/County shall provide training resources to the Contractor concerning the various payment processes required from the Contractor at the time. The Contractor must train and manage quality controls of its personnel to adapt the business processes associated with such training instructions and guidelines, and monitor performance on an ongoing basis.  Contractor staff must establish the expertise to search for all debt related to a transaction and provide the needed customer service needed to properly complete the transaction.

   

  9. PCI and Data Security Compliance

  In as much as the City/County is required to have its outside Contractors comply with the latest PCI requirements as determined by certified PCI Compliance authorities, so too must the Contractor be required to submit to those standards as may be applicable and to provide industry accepted documentation of their compliance. 

   

  10. HIPAA and HITECH Act Compliance

  To the extent applicable, any information and transactions involving personal information which require compliance with the most current Health Information Portability and Accountability Act requirements, must be provided for by the Contractor.

   

  11. Security Protocols

  The Contractor must provide for electronic and hardcopy security of all City/County related documents and all other related data while in the Contractor’s custody and control. 

   

  Contractor must provide to the City/County, upon request, the identification of personnel who will be providing services under the Agreement, and any details which may be required by the City/County of such personnel for security purposes.

   

  12. Reporting

  The Contractor will be required to provide reports to the City/County which will include, but are not limited to:

   

  1. Any instance of lost, stolen, misdirected, not delivered, or breach in security, even if temporary, must immediately be reported to the City/County and the authorized representative of the Office of Finance and Management (OFM) managing the Agreement.
  2. Any instance of a system application or other communication line being unavailable for a customer’s use (downtime), must be reported to the authorized representative of the Office of Finance and Management (OFM) managing the Agreement.
  3. Contractor must provide City/County with online access to daily and monthly reconciliation reports to allow City/County personnel to account for and reconcile receipts collected through the Contractor’s system.
  4. Contractor must provide a usage report to Office of Finance and Management (OFM) at least on a monthly basis, and more frequently if so requested, indicating the following metrics per transaction made (or attempted to be made) for all payments:
  1. Range of dates for the reporting period.
  2. Dates and time of day when transaction occurred.
  3. Location where transaction occurred.
  4. Number of transactions made, by payment type:
  • check image
  • payment card
  • U.S. currency

   

  5. Identify which transaction resulted in a transaction error.
  6. Number of errors made.
  7. Number of reported problems.
  8. Time of downtime incurred.
  9. When armored car pick-ups were made and totals picked-up (in cash and by check).
  10. Total amount of payments made.
  5. Contractor must provide a “funds received” reporting format to compare against the City/County revenue collection report, to facilitate an efficient account reconciliation review by the authorized representative of the Department of Finance and Management (OFM).
  6. Other reports as requested by the City/County.

   

  13. Back-up Documentation

  Contractor must provide a reliable process for maintaining a copy of each completed transaction, in the event of system crash or other business interruption, such that the completed transaction record can be replicated, if necessary.

   

  14. Convenience Fee

  Any Convenience Fee charged to the customer, if applicable, by the Contractor must be agreed upon by the City/County and will be pursuant to the Agreement between the City/County and Contractor.   The Convenience Fee may be a set fee or a percentage of the payment amount. 

   

  Note:  Vendor must explain how local merchants charge fees and what types of fees for credit card payments or if that is charged back to the customer.   Vendor must list any required minimum transactions of if Vendor will accept an annual set fee instead of a transaction based volume. 

   

   

  15. Customer Service

  Contractor will be required to provide customer service support to customers in relation to payments processed by Contractor.   

   

  16. Refunds

  Contractor will not process any refunds, or return payments to customers after settlement, without expressed written authority from the City/County.

   

• Introduction —

  Questions pertaining to the Request for Qualifications content may be directed through the Procurement Portal at https://procurement.opengov.com/portal/indy, no later than Wednesday, April 29, 2026 by 12:00 pm Eastern Time.

  NOTE: Any related addenda to this Request for Qualifications, including written answers to questions, will be posted on the Procurement Portal at https://procurement.opengov.com/portal/indy. Vendors will be responsible for periodically checking the Procurement Portal for any related addenda up to and including the due date. Vendors must acknowledge addenda with their submittal. Failure to acknowledge the addenda may cause a submittal to be determined as non- responsive for review purposes.

   

• Cover Letter —

  Organization name, contact name, address, phone number, and email address.

• Timeline —

  Estimated Release Date:	April 13, 2026
  Question Submission Deadline:	April 29, 2026, 12:00pm
  Submittal Deadline:	May 6, 2026, 12:00pm

• Qualifications Criteria —
  • General Information
    • Description of the organization & team.
    • Organizational chart with names and titles.
    • Special certificates and /or licenses.
  • Team Experience and Qualifications
    • Detail each team member’s role on this project.
• Relevant Organizational Experience —
  • Provide a description of the organization’s experience servicing Walk-in Payment Services.
  • Document the organization’s capacity and intent to proceed without delay if selected for this work.
  • Provide a detailed description of the Organization’s ability to implement the Anticipated Scope of Work.
  • An outline of qualifications and experience in performing similar services for each service your firm wishes to provide. List any educational degrees, active licenses/certifications and relative work experience.  NOTE:  A statement of interest is not required for each service.
  • Three (3) government or utility references; preference will be given to references where similarly requested services were performed. Do not include references that are currently employed by City. References should be formatted as follows:
    • Name:
    • Title:
    • Address:
    • Phone Number:
    • Email Address:
    • Brief description of the services performed:
  • If applicable, please provide a list of lawsuits that your company has been a party to as related to the types of services provided in this RFQUAL.  For each lawsuit, please provide a brief description of the facts at issue as well as the resulting outcome.
• Summary —

  The City of Indianapolis and Marion County by and through the Purchasing Division is seeking Request for Qualifications for Walk-in Payment Services. Submittals are due not later than 12:00 pm on Wednesday, May 6, 2026.

• Background —

  The City is looking for a qualified consultant to provide a network of payment locations that accept cash payments and potentially other forms of payment for City and County services.  

  For walk-in payment option proposals, Contractor must be experienced in the processing of bill payments, with a preference for government or utility payment experience.  The City should not be charged for monthly hosting fees or processing fees.

• MBE/WBE/VBE/DOBE (“XBE”) participation form or waiver —

  It is the policy of the City that Minority Business Enterprises (MBEs), Women Business Enterprises (WBEs), Veteran Business Enterprises (VBEs), and Disability-Owned Business Enterprises (DOBEs) shall have the maximum feasible opportunity to participate in the performance of contracts.  Consequently, the City, through Article IV, Section 202-401 of the revised municipal code & The Consolidated City of Indianapolis and Marion County MBE/WBE/VBE/DOBE Business Utilization Plan in Indianapolis, has established MBE participation goals of 15%, WBE participation goals of 8%, VBE participation goals of 3%, and DOBE participation goals of 1% for its dollars spent on public works, goods, and services.

  In order to help accomplish this goal, the City is requesting that you include with your submittal information regarding your status as an MBE, WBE, VBE, or DOBE.  Additionally, please include contact information for any MBE, WBE, VBE, or DOBE owned Vendors directly participating in your business operations.  The City also requests contact information for any MBE, WBE, VBE, or DOBE sub-contractors that you might use in the course of doing business with the City.  Some examples of this kind of service include, but are not limited to: office suppliers, courier services, shipping services, etc.  These services can occur at the local, state, or national level.  Please include an estimated percentage or dollar amount that you anticipate using.

  Be advised that the information provided on MBE/WBE/VBE/DOBE participation will be included as part of the scoring criteria for this RFP.  Accordingly, it is imperative that you do everything possible to obtain the information above and supply it as part of the submittal.

  In order to be recognized by the City of Indianapolis/Marion County as an MBE/WBE/VBE/DOBE participant, your company must be certified with the Office of Minority &Women Business Development (OMWBD).  The City will recognize only City of Indianapolis certified firms regardless of any other state or national affiliation.

  If you should need assistance in obtaining information or certification for possible participation in a contract, please contact the OMWBD on the Internet at www.indy.gov/omwbd  or by phone at (317) 327-5262.

  Respondents can view a list of City OMWBD approved MBE/WBE/VBE/DOBE vendors by going to this web page: https://www.indy.gov/activity/find-omwbd-contractor and selecting the appropriate monthly “Vendor Listing” spreadsheet.  

• Compensation / Cost —

  Since this is a Request for Qualifications only, any Vendor submission of compensation / costs  will cause your submittal to be rejected.  After the City selects a short list of candidates, negotiations will begin with each Vendor and the City will encourage, only at that time, innovative responses regarding compensation / costs for representing the City in providing consulting services.

• Submission Instructions —

  Submissions must be received before 12:00 pm Eastern Time on Wednesday, May 6, 2026. Late submissions will not be accepted or considered.

  Please send your submission via the Procurement Portal.

  Submissions must be signed by a representative of the respondent organization authorized to submit and establish fees on behalf of the respondent organization and bind the respondent organization to the terms and conditions of this RFQUAL.

Submission Requirements

• Exception Sheet (required) —

  Please download the below documents, complete, and upload.