Electronic Payment Services: Multiple Network Managed Services

By definition, the Single Network Managed Service Organisation (Supplier) can consolidate payments from Clients/Tenants and reconcile management information from only one network solution from which the payments were made, subsequently transferring consolidated funds and reconciled management information to the PfH member.

For the provision of Lot 2, PfH have appointed Organisations (Suppliers) who offer one payment network with multiple payment solutions. Organisations (Suppliers) will be able to deliver solutions to capture and electronically transfer payments that are made to PfH members (the user of the framework agreement) by their Clients/Tenants.

Additionally, a cash-out solution is also preferred as a payment solution under the remit of this framework agreement to enable PfH members to provide its Clients/Tenants with emergency funds.

This Lot permits Organisations (Suppliers) on the Framework to deliver the following requirements.

These are:

• Access to one established payment network with national coverage and a wide range of payment outlets across the UK
• The timely management and transfer of funds via a secure trust account
• The provision of generic and unique Issuer Identification Numbers
• The provision of multiple robust payment channels, e.g., card payment, internet payment etc.
• The provision of payment cards
• The provision of receipts to Clients/Tenants of PfH members on payment/per transaction
• The capability to transfer data to common I.T. systems.
• The provision of capped transaction pricing

The provision of consistent, robust, transparent, and auditable management information, including as a minimum:

Transaction I.D.

Payment value

Payment method (card, internet etc.)

Payment type (rent, council tax etc.)

Payment date

Clearance date

Outlet tracking

• The provision of account management and support function
• The Organisation (Supplier) shall manage transitions of changes in service provider, payment solutions and payment methods on behalf of PfH members and assist with communications to Clients/Tenants to ensure the smooth transition of services/supply, thus reducing disruption to payments.
• The Organisation (Supplier) shall be able to offer guidance and advice on the types of payment services and methods suitable for PfH members Clients/Tenants in the form of a proposal, to maximise payment opportunities for PfH members Clients/Tenants through the consideration of accessibility, locality, ease of use and transition, efficiency, and cost.
• The Organisation (Supplier) shall conduct fraudulent checks on suspicious payment transactions.
• The Organisation (Supplier) shall actively promote the framework agreement to potential users, including Organisations such as Housing Associations, Local Authorities, Councils, Registered Social Landlords, Arm's Length Management Organisations, and other public sector Organisations.
• The Organisation (Supplier) shall seek to work with members to develop case studies, to be used as literature to demonstrate the benefits of using the framework to potential Clients/Tenants.

Appointed organisations (Suppliers) have evidenced the ability to/provide:

• Proven experience of delivering electronic payment services
• Excellent customer service and dedicated account management
• Excellent and relevant references
• Good management information and reporting available
• The provision of an online ordering solution for payment cards
• The provision of a cash-out solution(s) accessible nationwide

This lot will offer the PfH member base a cash in solutions via electronic payment systems, which their residents can utilise. Public bodies utilise cash in solutions to provide payment channels to residents to ensure making payments is simple.

Suppliers will offer a range of services, including but not limited to the following in addition to associated services:

To facilitate the customers of PfH members making payment of, but not limited to:

• Council Tax
• Car Parking Fines
• Fixed Penalty Notices
• Sales Invoices
• Housing Rent
• Business Rates
• A nationwide network to ensure the provision of payment outlets, which are available for end-users to utilise with ease.
• Technological innovation is desirable to ensure administration is reduced and automatisation is increased.
• The capabilities to provide systems integration with minimal disruption to operations during the installation.
• Real time notifications and reporting is also a key desirable feature for Customers.
• The ability to provide optional physical and/or digital receipt of payment to verify the end-users’ transactions.
• Payment cards will have the capabilities to possess the end-user’s details to ensure personalisation and data capture. The cards will provide the end-user with the ability to make payments with flexibility of method that suits the individual.
• Payment cards – the supplier is expected to replace cards if requested within clearly communicated and agreed timeframes, as and when requested by the PfH member.
• The solutions should be capable of consolidating data to provide the total of receipts each day and outline each nature of payment.
• The solution is expected to have the capability to transfer the individual payment data for each receipt to the PfH member’s specified systems.
• The Supplier should provide electronic statements of payment data or provide an alternative method and/or platform such as a native portal.
• Dedicated Account Management is required to support the PfH member, and its customers as required.
• The response times for enquires, complaints, onboarding, and delivery of service and/or associated products must meet agreed KPIs and be clearly communicated.

Payments can be made through a variety of solutions, which offer the end-user flexibility, including the majority of and not limited to, the following:

• Cash
• Cheque
• Debit Card
• Credit Card
• BACS

Methods should provide flexibility and varied technological options, for example:

• Online / Internet
• Telephone
• Direct Debit
• Electronic Payment Cards with magnetic strip or barcode
• Barcoded letters / bills
• Pay by Link
• Cashless Networks
• Digital Application(s)
• Virtual Terminal

Suppliers have the capability to ensure the PfH member is data rich and is afforded the facility to understand the metrics of the cash in solution’s operations.

The demand for an outbound payment solution for customers and residents of public bodies is considerable; an apt solution as an alternative to a cash payment is required. Public bodies demand the flexibility to load cards with varied yet appropriate values.

The Supplier are able to offer, but not be limited to the following in addition to associated services:

• A variety of outlets where prepaid cards can be used with the ability to isolate application to a limited number of outlets or spend category as required by the Customer.
• Provided end users the option to use the prepaid card at the point of a sale or via other means, which can include but is not limited to, online, contactless, Chip & PIN and telephone payments.
• Suppliers are able to provide prepaid cards, that can facilitate ATM withdrawal transactions for end-users with the ability to restrict value as determined by the Customer.
• Provide the Customer with a scope of value, which permits flexibility to ‘load’ the prepaid card with a predetermined value that cannot be exceeded.
• Prepaid cards must be equipped with an expiry as agreed by the Customer with the option to withdraw from use or cancel if required by the Customer.
• Prepaid cards will have the ability to be re-loaded or as one-value use as required by the Customer.
• In the event of a prepaid card retaining value due to any reason, for example expiration, cancellation, or withdrawal, the funds will be transferred as to the Customer.
• Suppliers are able to implement prepaid card schemes clearly within timeframes.
• Suppliers are able to ‘load’ prepaid cards with funds within twenty-four (24) hours to compensate for emergencies either as a direct result of a mass disaster or personal circumstances.
• Technological innovations may be utilised to ensure administration is reduced and automatisation is increased, particularly in the form of digital prepayment cards.
• Suppliers will provide methods of Reporting to Customers who wish to be able to access operational data pertaining to prepaid cards with simplicity and ease by utilising various reporting channels these may include; portals, native platforms, or downloadable reports.
• Prepaid cards will have the capability to possess the end-user’s details to ensure personalisation and data capture. Suppliers have the capabilities to personalise and ‘brand’ prepaid cards in consultation with the ‘Customer’.
• Suppliers are able to provide channels of operational support in respect of both the Customer and the end-user.
• Competitive transaction fees and pricing both framework and bespoke as appropriate without preferably without a set-up fee.
• The response times for enquires, complaints, onboarding, and delivery of service and/or associated products will meet agreed KPIs and be clearly communicated by Suppliers.
• Suppliers will provide competitive transaction fees and pricing both framework and bespoke as appropriate without preferably without a set-up fee.

Vouchers and E-vouchers afford support within communities by delivering a means in which individuals can obtain assistance to purchase food, household items, or to pay for utilities or other expenses associated to fundamental living costs.

Suppliers are able to offer, but not be limited to the following in addition to associated services:

• The provision of Vouchers and E-vouchers to the Customer for the purpose of dispersal to the end user.
• Suppliers will be able to provide Vouchers or E-vouchers to the Customer ensuring Customer has the capability to request, manage and disperse swiftly but fundamentally securely.
• The capability to provide and manage voucher dispersal on behalf of the Customer, if requested.
• The scope of retailers should include, but not be limited to groceries, clothing, utilities, appliances, homeware, furniture, and cash out solutions.
• Multi means voucher dispersal to the Customer or end-user as agreed such as but not limited to QR code, email, app, text message or postal arrangement.
• Suppliers are able to provide dedicated account management support to the Customer, in addition to support for the end-user, if required.
• Reporting is a critical feature for Customers and suppliers are able to provide operational data via varied means such as portals, native platforms, downloadable reports and/or the facility of live reporting.
• Suppliers are able to personalise Vouchers and E-Vouchers as preferred, with a platform tailored to the Customer.
• Suppliers are able to provide a cash out solution if required to equip the customer/resident with a facility to access emergency funds or can facilitate refunds in the instance of an overpayment.
• The suppliers have the capability to restrict how vouchers can be ‘spent’. Public Sector Bodies may wish to exclude acts such as gambling as a duty of care measure.
• Suppliers response times for enquires, complaints, onboarding, and delivery of service and/or associated products will meet agreed KPIs and be clearly communicated.

The requirement for Open Banking Services is growing within the market in respect of Payment Initiation Services and the products offered; this lot will provide a gateway.

Lot 6 will cater for services which include but are not limited:

Card Not Present (CNP) solutions. This solution is intended to permit but not be limited to the following, in addition to associated services:

• Compatible with non-attended POS terminals, such as car parking stations.
• Telephone and non-face-to-face payments.
• Online payment systems, which can generate and issue invoices that contain a link to an online payment system.
• Postal payments – Mail Orders
• Recurring payments whereby card details are captured for payments – for example, to pay a bill automatically.
• Technological innovation may be utilised to ensure reduction in administration.
• Reporting is a critical feature for Customers. Various methods can be utilised as reporting channels however portals, native platforms, or downloadable reports are preferred.

Merchant Acquiring permits the ability to accept payments to receive funds directly to a stated bank account. Payment forms include most commonly but are not limited to credit card and debit card payments. Acquirers act as a critical step in the payment process and form the connection between merchants, payment networks and card issuers.

The following features are required for card acquiring services are as follows but are not limited to:

• Fees such as the ‘Merchant Service Charge’ (MSC) will be competitive and transparent. The MSC will be able to state how the charge is constructed and can comprise of interchange fees and scheme fees, in addition to the cost the acquirer incurs for providing the services, plus margin.
• Call off contracts shall have a set pre-agreed term with the availability of optional extensions.
• The supplier will have provision to support the Customer in respect of Account Management.
• Suppliers may provide a confirmation of payee service
• Onboarding and mobilisation will be a guided process to support the Customer through the process.
• When onboarding Customers the acquirer assumes the risks for permitting the Customer access to the card payment system and ensure regulations and legislation is adhered to. Acquirers will seek to protect the Customer by mitigating the risks of fraud and have checks and measures in place to reduce the risk of financial crimes and protect the strength and security of the payment system.
• Suppliers may utilise technological innovation to ensure reduction in administration.
• Reporting is a critical feature for Customers and suppliers are able to provide operational data via varied means such as portals, native platforms, downloadable reports and/or the facility of live reporting.
• Suppliers may propose and include value added services that are potentially appropriate to the Customer and customer base.
• The response times for enquires, complaints, onboarding, and delivery of service and/or associated products will meet agreed KPIs and be clearly communicated.

The purpose of Lot 7 is to identify and mitigate risk of vulnerable customers via data collection and analytics. The solutions available via this lot should provide intelligent insight to public bodies to equip Customers to be able to ensure informed, ethical decisions are undertaken when assessing a person’s debt or risk of debt.

The Supplier is able to assess a person’s debt and reshape their options to ensure solutions and assistance are sustainable and affordable. The supplier will provide flexibility in their approach and payment method options for customers and residents.

Lot 7 will provide, but not be limited to the following solutions, in addition to associated services:

• Tenant vetting services to assess personal and financial status of a prospective tenant. This service will assess risk, provide identity verification, and advise an outcome accordingly.
• Credit checks to assess personal and financial status to inform as to an individual’s profile. The solution will alert if an individual is considered vulnerable and inform the Customer to equip them as to how debt should be addressed.
• The supplier may provide for text messaging, which will act as reminders of payments that are due or have been missed.
• The supplier will be able to propose schemes and strategies to repay debt affordably and sustainably.
• Real time notifications to mitigate the risk of any recovery actions post payment and reduce resource that can be inaccurately manoeuvring to reclaim debt may be provided.
• The supplier will be able to provide a scope of data rich and analytical solutions to identify and aid those identified as vulnerable.
• The supplier will be able to access multiple agency solutions to understand and inform as to a person’s profile. Other agencies can include but are not limited to Open Banking Services and/or software; and Credit Reference Services and/or affiliated software.
• Response periods to provide a profile report will be within five (5) working days.
• Reporting is a critical feature for Customers. Live reporting features and various methods of reporting may be utilised as reporting channels, including, portals, native platforms, or downloadable reports are preferred.
• The appointed supplier may provide the facility of budgeting tools and practical advice to Customers.
• The supplier will provide dedicated support via Customer Account Management.
• The response times for enquires, complaints, onboarding, and delivery of service and/or associated products will meet agreed KPIs and be clearly communicated.