What are the costs incurred by the City in providing the online and IVR utility payment services?
There are a number of costs to the City for electronic payment processing. All online payment processors must have a merchant account and payment gateway service. Associated costs include assessment fees; authorization/transaction fees; interchange rate fees, chargeback/ACH fees, and monthly support fees. Other direct costs include an annual fee for the online software that is interfaced with the utility billing system; the annual fee for the IVR software that is interfaced with the utility billing system; the annual fee for the SSL security certificate; monthly transaction fees for the IVR phone; monthly SBC charges for phone ports; annual payment for quarterly security audits required by the credit card companies; server leases and maintenance to run the systems; and staff support to assist online and IVR customers.
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