Remote Pay Station Kiosks Tacoma Public

TACOMA PUBLIC UTILITIES

CUSTOMER SERVICES - CITY OF TACOMA REMOTE PAY STATION KIOSKS RFP Specification No. CS17-0145F TIO Networks USA, Inc. Suite 1550 – 250 Howe Street Vancouver, BC, Canada Von Summers V6C 3R8 Director of Business Development

www.tio.com [email protected] 604-298-4636 702-665-8589

B. Table of Contents

C. City of Tacoma Forms* (Appendix A) ...... 3 D. Executive Summary ...... 12 E. Qualification / Experience of the Firm ...... 19 F. Qualifications of Key Personnel to be Assigned to this Project ...... 25 G. System Information / Project Approach ...... 3 H. Training Plan for City Staff ...... 46 I. Kiosk Delivery and Installation ...... 48 J. Kiosk Optional Features ...... 49 K. Fees and Charges / Value ...... 49 L. References ...... 50 M. Exceptions...... 51 Appendix B - Kiosk Screen Flows Appendix C – TIO Networks USA, Inc. Business License Appendix D – Mobile Brochure Appendix E – Kiosk Brochure Appendix F – TIO e-Bills Brochure Appendix G – Walk-in Brochure Appendix H – Architecture Diagrams

C. City of Tacoma Forms * (Appendix A) 1 Signature Page - The Signature Page must be signed by a person authorized to make proposals and enter into contract negotiations on behalf of your agency. This individual must be at least 18 years of age.

2 Prime Contractor's Pre-Work Form

3 Price Proposal Form

SIGNATURE PAGE

CITY OF TACOMA CUSTOMER SERVICES

All submittals must be in ink or typewritten and must be executed by a duly authorized officer or representative of the bidding/proposing entity. If the bidder/proposer is a subsidiary or doing business on behalf of another entity, so state, and provide the firm name under which business is hereby transacted.

Submittals will be received and time stamped only at the City of Tacoma Purchasing Division, located in the Tacoma Public Utilities Administration Building North, Main Floor, at 3628 South 35th Street, Tacoma, WA 98409. See the Request for Proposals page near the beginning of the specification for additional details. REQUEST FOR PROPOSALS SPECIFICATION NO. CS17-0145F REMOTE PAY STATION KIOSKS

The undersigned bidder/proposer hereby agrees to execute the proposed contract and furnish all materials, labor, tools, equipment and all other facilities and services in accordance with these specifications.

The bidder/proposer agrees, by submitting a bid/proposal under these specifications, that in the event any litigation should arise concerning the submission of bids/proposals or the award of contract under this specification, Request for Bids, Request for Proposals or Request for Qualifications, the venue of such action or litigation shall be in the Superior Court of the State of Washington, in and for the County of Pierce. Non-Collusion Declaration

The undersigned bidder/proposer hereby certifies under penalty of perjury that this bid/proposal is genuine and not a sham or collusive bid/proposal, or made in the interests or on behalf of any person or entity not herein named; and that said bidder/proposer has not directly or indirectly induced or solicited any contractor or supplier on the above work to put in a sham bid/proposal or any person or entity to refrain from submitting a bid/proposal; and that said bidder/proposer has not, in any manner, sought by collusion to secure to itself an advantage over any other contractor(s) or person(s).

TIO Networks USA, Inc. May 25, 2017

Chris Ericksen Bidder/Proposer’s Registered Name Signature of Person Authorized to Enter Date into Contracts for Bidder/Proposer Suite 1550 - 250 Howe Street

Address Chris Ericksen, Chief Revenue Officer Printed Name and Title Vancouver, British Columbia, V6C 3R8 City, State, Zip (604).781.9591 / (604).298.4216 (Area Code) Telephone Number / Fax Number [email protected] E-Mail Address 602 202 349 State Business License Number 980372054 in WA, also known as UBI (Unified Business Identifier) Number

E.I.No. / Federal Social Security Number Used on Quarterly N/A Federal Tax Return, U.S. Treasury Dept. Form 941 State Contractor’s License Number (See Ch. 18.27, R.C.W.)

Addendum acknowledgement #1 #2 #3 #4 #5

THIS PAGE MUST BE SIGNED AND RETURNED WITH SUBMITTAL.

CS17- Form No. SPEC-080A Revise

City of Tacoma Community & Economic Development Office of Small Business Enterprise 747 Market Street, Room 900 Tacoma, WA 98402 253-591-5224 or 253-573-2435

PRIME CONTRACTOR'S PRE-WORK FORM

TIO Networks USA 604-298-4636 Company Name Telephone Suite 1550 – 250 Howe Street, Vancouver, BC, Canada V6C 3R8 Address/City/State/Zip Code CS17-0145F Remote Pay Station Kiosks Specification Number Specification Title

JOB CATEGORIES TOTAL TOTAL BLACK ASIAN or PACIFIC AMERICAN HISPANIC SPECIFY EMPLOYEES MINORITY ISLANDER INDIAN or EMPLOYEES ALASKAN NATIVE M F M F M F M F M F M F Officer / Managers 25 7 - - - - 11 4 - - - - Supervisors 60 35 - - 2 3 21 16 - - 5 3 Project Managers 1 ------Office / Clerical 33 26 - - - 5 8 7 - - 16 13

Apprentices Trainees TOTALS 119 68 - - 2 8 40 27 - - 21 16

CONTRACTOR'S PROJECTED WORK FORCE - THIS PROJECT Superintendent Foreman Operators Laborers

Apprentice Trainee TOTALS

Chris Ericksen, Chief Revenue Office May 19, 2017 Type or Print Name of Responsible Officer / Title Signature of Responsible Officer Date

CCD/SBE/FORMS revised February 2016

CS17-0145F Page 33 of 90 CITY OF TACOMA * PRICE PROPOSAL FORM * Request for Proposal CS17-0145F Remote Pay Station Kiosks

• All prices are to be in U.S. dollars and include all associated fees. The City will not pay any additional fees, tariffs, add-ons or surcharges. • We agree to furnish the following items F.O.B. Destination, freight prepaid and allowed (included in unit price).

ITEM ESTIMATED EXTENDED NO. DESCRIPTION QUANTITY UNIT UNIT PRICE PRICE

1. Remote Pay Station Kiosks 14 EA $ 11,060.00 $154,840 (configured per Section 2.02)

2. Kiosk Delivery, Set-Up, and 14 EA $ 990.00 $ 13,860 Installation

3. Remote Pay Station Kiosks – 4 EA $ 11,060.00 $ 44,240 Potential Additional Units

4. Kiosk Delivery, Set-Up, and 4 EA $ 990.00 $ 3,960.00 Installation – Potential Additional Units SubTotal: $ 216,900.00

Sales Tax (10.1%): $ 21,906.90

TOTAL: $ 238,806.90

Note: The unit price and extended price are to be shown in the spaces provided. Extended price shall be determined by multiplying the unit price by the quantity.

A. Prompt Payment Discount 0 % 0 days, net 30. Payment discount periods of 20 calendar days or more will be considered in determining lowest responsive bid.

B. If a volume discount is offered, provide the quantities at which the price break will be given and the corresponding percentage:

Quantity 15-20 Discount 5 %

Quantity 20+ Discount 10 %

Quantity Discount %

See “Volume Discounts on Hardware” in additional details for descriptions. C. Training (3.02 H Training Plan)

1. Provide the cost for training city four to six city technical staff. (3.02 H. 3.)

$ 500 per session for onsite technical training. TIO recommends that technical training be done in a single session in a single location, however, TIO can accommodate additional sessions as required to be billed at $500.00 per session.

2. Provide the cost for training four business office staff on reporting and exception handling. (3.02 H. 4.)

$ 500 per session. Sessions will be conducted virtually for business portal training, exception handling, and payment research.

D. Software Licensing, Support, and Maintenance (1.05 Contract Term)

1. Provide the cost for the initial three-year contract term.

There are no upfront software development or integration costs to the City of Tacoma. TIO does not charge software licensing or support but charges a per transaction fee. Please see next page “Transaction Pricing”.

2. Provide the cost for subsequent annual renewals.

There are no upfront software development or integration costs to the City of Tacoma. TIO does not charge software for licensing or support but charges a per transaction fee. Please see next page “Transaction Pricing.

E. Hardware Maintenance (1.05 Contract Term)

1. Provide the cost for the initial three-year contract term.

$200 per kiosk per month. See next section for details on “KMSP”.

2. Provide the cost for subsequent annual renewals.

$200 per kiosk per month. See next section for details on “KMSP”.

F. Kiosk Base Unit

1. Provide the cost for the base unit without upgrades or optional features. Describe the base features that are included.

$ $8,500.00

See following section on “TIO Networks Stand-Alone Bill Payment Kiosk”.

G. Parts List

1. Price list for any replacement parts or items not covered under warranty is attached.

Yes X No

H. Kiosk Optional Features – Armored Transport and Cash Balancing Services (2.02 G)

1. If offered, provide costs for combined armored transport services and cash balancing services.

$ $55.00 per kiosk per cash pickup. See next page for details.

2. If offered, provide costs for stand-alone cash balancing services.

$ 55.00 per kiosk per cash pickup. See next page for details.

I. Small Business Enterprise (SBE)

Is your firm a certified City of Tacoma Small Business Enterprise?

Y N X

Is your firm partnering with, or subcontracting to, a certified City of Tacoma Small Business Enterprise?

Y N X

J. Minority and Women’s Business Enterprise (MWBE)

Is your firm a minority/woman owned firm certified with the Washington State Office of Minority and Women’s Business Enterprises?

Y N X

Is your firm partnering with, or subcontracting to, a minority/woman owned firm certified with the Washington State Office of Minority and Women’s Business Enterprises?

Y N X K. Most Favorable Prices and Terms

1. All prices, terms and benefits offered are equal to or better than the equivalent prices, terms and benefits being offered by Respondent to any other government unit or commercial customer.

Y X N

2. If any contract, agreement or arrangement for comparable products and volumes provides lower prices, more favorable terms or greater benefits to any other government unit or commercial customer, during the term of this Contract, this Contract shall thereupon be deemed amended to provide the same or better prices, terms and benefits to the City.

Y X N

L. Does your firm collect and remit sales tax to the state of Washington?

Y X N

M. Does your firm accept payment by Visa credit card? NOTE: The City of Tacoma will not accept price changes or pay additional fees when a credit card is used.

Y X N

N. Does your firm accept payment by EFT/ACH? (Electronic Funds Transfer (EFT) by Automated Clearing House (ACH))

Y X N

TIO’s Standard Corporate Kiosk Pricing - Additional Details

Transactional Pricing TIO charges $1.00 per transaction, regardless of payment method, to the City of Tacoma for each transaction on the kiosk. Transaction fees are invoiced monthly to City of Tacoma. TIO assumes that the City of Tacoma is the merchant or record for credit and debit card processing and will be responsible for merchant processing and interchange costs.

Cash Collection and Armored Carrier Services The City of Tacoma can opt to utilize its current cash collection and armored carrier solution or use TIO’s solution. If the City of Tacoma decides to utilize its own solution, TIO will provide training to appropriate staff for proper procedures for cash handling and balancing of kiosks. If the City of Tacoma decides to use TIO’s cash collection and armored carrier solution, the service will be billed at $55.00 per cash collection. This is based on TIO performing a cash collection once a week per kiosk. TIO will work with the city to better understand its cash collection needs and extend alternative cash collection options if provided with site-specific transaction details.

Kiosk Maintenance Service Plan (KMSP) TIO’s kiosk maintenance service plan is $200.00 per month per kiosk. KMSP fees are invoiced to the City of Tacoma each month. Based on TIO’s experience servicing corporate and 3rd party retail kiosks, TIO provides the following services with regards to its standard KMSP package:

• Remote diagnostic and technical support for kiosk hardware and software issues • Same-day or next-day onsite dispatches • Hardware driver updates • 24/7 end-customer service contact center for payment research

Volume Discounts on Hardware TIO supports volumetric discounts on its Stand-Alone Kiosk hardware when units are purchased in a single order. Orders of 1-14 units have 0% discount, 15-19 units receive a 5% discount and 20+ units receive a 10% discount. There are no discounts on optional and replacement parts.

TIO Networks Stand-Alone Bill Payment Kiosk

Hardware Price Quotation: Quantity 10+ Stand-Alone Kiosk: $ 8,500 1000 Note Bill Acceptor *Included 80 mm Thermal Printer *Included Small Form Factor PC *Included Check Scanner $ 780 Bill Stub Scanner $ 430 EMV Card Reader $ 950 Pin Pad and Aux Headphone $ 400

Jack Total per unit: $ 11,060 Warranty Options: The TIO Networks Stand-Alone Kiosk comes with a standard 1 year warranty. An optional 2 or 3 year warranty is also available.

Terminal Details: The TIO Networks Stand-Alone kiosk is constructed out of 2mm steel and includes a durable powdercoat finish. Color options are available. The internal components of the terminal are accessible both from the front and rear of the terminal. There is an internal cash vault that secures all inserted funds that comes standard with the kiosk. Optional Parts Listing: Terminal LCD Monitor LCD with Multi-Touch $ 1,190.00 Details Check Acceptor Pertech 6100 $ 780.00 Height: 64.49" EMV Card Reader IPP320 $ 950.00 Depth: 28.00" Bill Stub Scanner Honeywell Image Scanner $ 430.00 Width: 21.00" Bill Acceptor MEI AE2800 $ 565.00 Weight: 200 pounds 80mm Thermal Printer Zebra KR203 $ 390.00 SFF PC Intel Core i5 $ 650.00

Support Details: Real-time monitoring of hardware and software events for proactive action with the ability to remotely manage the bill payment kiosks. Obtain specialized certification training for site employees. Optional Nationwide filed service for on-site technical support.

Alternate Pricing – TIO’s All-In-One Transaction Pricing

Offsetting Up-Front Costs with Per Transaction Pricing In order to provide an alternate pricing option for the City of Tacoma, TIO is offering its All-In- One Transaction Pricing. In this scenario, TIO is waiving all hardware costs and ongoing maintenance costs for 14 kiosks over the contract period. Instead, TIO will charge the City of Tacoma a per transaction fee of $1.80 to be invoiced each month with a minimum of 9,500 transactions to be processed across the kiosk network per month. A transaction penalty equivalent to $1.80 per missed transaction will apply if kiosk volume falls below the minimum requirement. TIO assumes that the City of Tacoma is the merchant of record for card processing services. Cash collection, installation and set-up, parts replacement, and training costs are all subject to TIO’s Standard Pricing rates. The City of Tacoma can choose to go with either Option A: TIO’s Standard Corporate Kiosk Pricing as presented in the Pricing Proposal Form or Option B: TIO’s All-In-One Transaction Pricing as presented below. If the City of Tacoma wishes to order additional kiosks beyond the 14 units, the per transaction fee and minimums are subject to change.

OPTION B: All-In-One Pricing

ITEM ESTIMATED EXTENDED NO. DESCRIPTION QUANTITY UNIT UNIT PRICE PRICE

1. Remote Pay Station Kiosks 14 EA $ 0 $ 0 (configured per Section 2.02)

2. Kiosk Delivery, Set-Up, and 14 EA $ 0 $ 0 Installation

3. Remote Pay Station Kiosks – N/A EA $ N/A $ N/A Potential Additional Units

4. Kiosk Delivery, Set-Up, and N/A EA $ N/A $ N/A Installation – Potential Additional Units SubTotal: $ 0

Sales Tax (10.1%): $ 0

TOTAL: $ 0

D. Executive Summary

1 Introduction and overview of your submittal/proposal.

Executive summary

TIO Networks (TIO) is very pleased to have the opportunity to propose our utility bill pay kiosk solution to the City of Tacoma to meet its objectives for a payment kiosk services solution for use in its community office locations.

TIO's kiosks are among the best in the market and backed by a dedicated support team

TIO's dedicated Kiosk Support Team provides Tier 1 and Tier 2 support for over 900 Kiosks across North America designed specifically to power self-service bill payment transactions on behalf of utility, telecom, wireless, cable and other bill issuers. We have a proven track record providing industry leading bill pay solutions to large billing entities who are focused on innovating their customer payment options and delivering enhanced payment experiences to their customers. Some of our utility partners include Florida Power & Light, DUKE Energy, Gulf Power, Memphis Light, Gas and Water, Pacific Gas & Electric, Georgia Power, Sempra, San Antonio Water & System, City Public Service, Washington Gas, Public Service Electric and Gas, Arizona Public Service, Wood County, Southern California Gas Company, and many more.

As requested, we have provided 3 references in our response to section L of the RFP. These references will speak to the reliability of our kiosk solution, white glove services and dedication of our support teams. We can provide more references for other various payment channels.

TIO's kiosks will meet all of the City of Tacoma's needs

TIO can provide free standing kiosks that meet the City of Tacoma's requirements detailed in your RFP. More details related to kiosk requirements are outlined in Section G. Listing the City’s “bill” on TIO’s network will allow your customers to validate their account, check their balance, view due dates, view bill details, make a payment using cash, credit, debit, ACH, check, or Money Order and receive a receipt – all within the comfort of their preferred payment routine, destination, tender type, and language (English and Spanish).

TIO can build, test, and deploy Kiosks that would include all the City’s branding, vernacular, and familiar process flows for your customers. TIO can manage all kiosk cash collection using our bonded armored collection services. TIO manages all aspects of remittance, “sweeping” payments from all channels (kiosk, OTC, mobile, Web) and depositing funds directly into the City’s preferred designated bank accounts, as well as providing a comprehensive suite of reconciliation, reporting and support tools that allow for the effective and streamlined management of all kiosk bill pay related activities.

2 A short history and description of your firm, including organizational structure, areas/regions served, number of employees, number of years in business under current and previous names, including DBAs (doing business as), etc.

TIO Networks Corp. is incorporated in British Columbia, Canada. The Company’s common shares trade on the Toronto Stock Venture Exchange in Canada under the symbol “TSX:TNC”. Our head office is located at 250 Howe Street, Suite 1550, Vancouver, British Columbia, V6C 3R8, telephone: 12

(604) 298-4636, Web-site: www.tionetworks.com.

TIO Networks USA, Inc., a subsidiary of TIO Networks Corp. is a Washington state corporation. We have been registered to do business in the State of Washington for over 15 years.

Corporate Overview • Over 20 years of combined financial services • Fully licensed, bonded, regulated and audited non-financial institution • One of the first (1997) and largest payment processing companies in the United States • Holder of two bill payment patents, and other patents, one related to kiosk. • Bill payment processor for some of the largest utility companies in the country • Largest provider of multi biller Self Service ATM based bill payment services • Over 70,000 physical location endpoints to our bill payment processing network • PCI Level 1 Validated & Listed Service Provider • FCC Order Section 222 Customer proprietary network information (CPNI) compliant • SSAE16 compliant • SAS70 Audited Data Centers • FINCEN, AML/BSA compliant • No Single Point of Failure Infrastructure • 4 Level ` ISPs provide connectivity to both DC1 & DC2 • Enterprise class CISCO standardized servers and SAN • AML/BSA Audited by all states on a non-scheduled basis • Financially audited by PricewaterhouseCoopers LLP • Nationwide onsite service coverage

TIO is not only a premier Kiosk Provider, TIO also provides many other services that may be of interest to the City of Tacoma now or in the future that includes:

Walk-In Bill Payment: Walk-in bill payment services refer to our network of contracted retail partners. We have thousands of retailer partners, referred to as “agents”, equipped with our proprietary bill payment processing system for the collection and electronic transmission of any type of third party customer bill payment. Customers benefit from the convenience of multiple payment locations, with extended hours (some 24/7/365), where they normally shop. Once connected, biller customers have access to our expansive network of bill pay locations, which include some of the nation’s most recognizable retailers. TIO can build a custom Walk in Bill Payment Network for the City of Tacoma at no charge to the City of Tacoma that will provide additional convenience to your customers.

Please see Appendix G – Walk-in Brochure.

Mobile Bill Payment Solutions: Smartphones have become the financial management center for a large and growing segment of the population. Our intuitive and user-friendly mobile bill payment solutions are capable of

processing payments in real-time from anywhere, at any time. We offer several ways to integrate mobile into your bill payment strategy, such as the development of a fully customizable native mobile application, a multi-device mobile optimized web application, Text-to-Pay from any phone, or integrate directly with our TIO MobilePay native app to make your bill payable among thousands of other bills. TIO Network’s first native mobile bill payment app reached the top two percent of Apple’s “Best Selling” finance apps, and went on to be named among the “Top 50 Best Selling” finance apps. All mobile options offer bank grade security for payment processing.

Please see Appendix D – Mobile Brochure.

Web Bill Payment: Our web solutions are built with customer experience and convenience in mind. Alleviate long line- ups and counter pressure in payment offices by directing customers to pay their bills online in a fully custom branded user-friendly experience. The need for electronic self-service for support information and payments is playing a huge factor when it comes to improving overall customer satisfaction. Our web payment solutions provide customers with the ability to make billing information inquiries, submit payments, index funding sources such as credit/debit cards and bank account, receive important notifications, view payment history, track usage information, update preferences, and much more through a simple and easy to use dashboard.

TIO e-Bills

TIO e-Bills are ACTIONABLE MESSAGES that allow your customers to pay directly from an email message or text message. The key word is Actionable. When receiving a TIO e-Bill, your customer does not have to log into your website, remember or enter their User ID or Password. Your customer simply clicks the Pay Now Button within the message to make a payment. In addition, if you customer is low on funds, the TIO e-Bill can be forwarded to a friend or family member for payment. TIO e-Bills makes it simple for your customers to pay their bills.

Please see Appendix F – TIO e-Bills Brochure.

3 Background information of the parent company, if any.

TIO was found in 1997 and its early success was founded through operating a network of self-service kiosks that acted as “reverse ATMS”, allowing consumers to pay a variety of bills in convenience stores using cash. Partnering with leading telecom, wireless, cable, and utility companies, TIO enables consumers to pay these bills through multiple channels including self-service kiosks, clerk-assisted point-of-sale, web, and mobile, to become one of North America’s leading expedited bill payment companies. The Company’s first transformational acquisition of Global Express in 2013 not only expanded key biller partnerships and operating agent locations but also added money orders to TIO’s suite of financial services offering. The strategic acquisition of ChargeSmart.com in 2014 augmented TIO’s online and direct-to-consumer lines of business that targets the millennials and those choosing credit and debit card, rather than cash to pay their bills.

With the most recent acquisition of Softgate Systems Inc. in 2016, TIO now stands as the leading powerhouse in the US non-bank bill payment and receivables processing marketplace supported by licenses to operate as money services businesses in 50 states and D.C. TIO is the leading multi-channel billing and receivables management processor in North America that combines software platforms and payment processing capabilities to serve its customers through multiple channels. These multi-channels include clerk-assisted POS and self-serve kiosks, web and mobile, IVR, and API connected payments (collectively referred as “End Points”) to serve the cash preferred unbanked and underbanked (collectively referred herein as “underserved”) demographic seeking alternative solutions beyond traditional banking channels to conduct daily financial transactions. Current services offered by TIO include facilitating bill payments, and sale of money orders and prepaid wireless products. Through partnership and direct integration with the back-office accounting systems of leading US telecom, wireless, cable and utility billing companies (“Billers”) such as AT&T/Cricket, Pacific Gas & Electric, Duke Energy, and PECO, the Company’s payment processing platform (“Transaction Processing System”) enables payments to be made by the Biller’s customers. There are over 10,000 Billers supported by the Transaction Processing System of which hundreds are expedited or same day billers. Once integrated with a Biller, TIO provides Billers and their customers to a variety of different payment solutions and services and access to any one of about 70,000 End Point locations. The Transaction Processing System is flexible and allows seamless integration with its easy-to-use application programming interfaces (“API”). Our software helps Billers of all sizes with their receivables and workflow management to accept and post customer payments to ensure payment and information is reconciled. TIO’s multi-channel network End Points include over 68,000 POS locations, 900 kiosks, and over 20 mobile web and native mobile programs. Regardless of the channel where the customer conducts the bill payment, the Biller receives consolidated payment processing, trackable payments, consolidated reporting, one reconciliation process and single remittance for all funds collected. TIO’s turnkey bill payment solution integrates with the Biller’s back office management system allowing real-time payment processing capabilities. The Company’s multi-channel network serves over 4 million unique end users processing approximately 80 million transactions annually or an aggregate of $8 billion in transaction volume. Once users interact with any one of our End Points, TIO’s omni-channel experience and systems integration leads to strong customer retention which increases the recurrence of TIO’s offerings and a stable transaction based revenue stream for the Company.

4 Presence, if any, in Puget Sound/Pacific Northwest region.

TIO Networks has relationships with many of the large, midsize and small utilities and non-utility billers across the country. Although we do not have kiosks in the Puget Sound area, we have the team and resources in place to support the City of Tacoma. TIO has very large kiosk installations in California that include PG&E, Southern California Gas, and San Diego Gas & Electric that have been kiosks partners for several years. In addition, TIO has served Arizona Public Services (APS) for about a decade. APS is the sole electricity provider in metropolitan Phoenix and various Arizona markets. TIO maintains a large kiosks network of over 380 kiosks for APS and a material number of clerk assisted payment locations in APS' service territory. The kiosk network is deployed into the largest US convenience retail company, Couche Tarde's, Circle K convenience retail network where we have 15

maintained a kiosk business for the past 15 years. TIO also maintains a bill payment origination relationship with the primary grocery retailer in the Phoenix market, Bashas'/Food City. We encourage you to reach out to any of these utility companies to review their satisfaction with the equipment and level of support we provide.

5 Location of the office from which this work will be performed.

TIO is headquartered in Vancouver, BC, Canada and has 3 regional offices in the US. TIO maintains offices in Vancouver (Canada), Jersey City (NJ), Silver Spring (MD), and San Francisco (CA). Please see Section G Question 5 for our Kiosk installation and support structure.

6 Documentation of corporate status and business licenses.

TIO Networks USA, Inc., a subsidiary of TIO Networks Corp. is a Washington state corporation. We have been registered to do business in the State of Washington for over 15 years in good standing. Please see Appendix C - TIO Networks USA, Inc. Business License for a copy of our business license in WA.

7 Name, title, email address, and telephone number of the person authorized to execute a contract on behalf of the Respondent.

Chris Ericksen Chief Revenue Officer Email [email protected] Phone 604-781-9591

8 Name, title, email address, and telephone number of the person who will be managing this Contract on behalf of the Respondent.

Von Summers Director Business Development Email [email protected] Phone 702-655-8589

9 Disclose any intention to utilize subcontractors to perform this work, and if so, provide similar information as above for identified subcontractors.

TIO Networks has strong, long standing relationships with a number of third-party vendors to support our service to our customers wherever they may be. TIO actively monitors the efficiency and effectiveness of our vendors to ensure that they are delivering the best service to our customers. The following third-party vendors directly support our kiosk services:

Armored Car Cash Collection TIO is partnered with top level nationwide bonded armored car companies in order to provide secure cash collection services. TIO has a sophisticated monitoring algorithm that monitors the daily fill rate of each terminal and predicts when your terminals will require a cash collection. Through the TIO collection system dispatches are automatically sent to the armored car service to perform a cash

collection “just in time” before the terminal becomes full in order to maximize the armored car service. TIO can also arrange 1 / week cash collection as required by the City of Tacoma. During each visit the armored car company will perform a basic preventative maintenance check on the terminal to ensure everything is in working order including topping up the printer paper.

Terminal Shipping TIO has partnered with a AIT Worldwide Logistics, a nationwide freight company that provides flat rate shipping across the nation. Shipments are based on a white glove service and are handled with the utmost care. Delivery estimates can be provided at the time of shipment, however, typical delivery times are 3 business days’ travel not including the date of pickup or the date of delivery for a total duration of 5 business days regardless of pickup / destination within the USA.

Third Party Onsite Support TIO has partnered with Essintial Enterprise Solutions to provide onsite support with a predefined service level agreement. When required, a knowledgeable technician will be dispatched to your facility to troubleshoot, repair or replace failing components as quickly as possible in order to achieve the highest level of up-time.

Card processing TIO partners with Vantiv and Braintree to process credit card payments. Vantiv is integrated with First Data so TIO is equipped to support this contract for City of Tacoma.

Check processing TIO partners with ReliaFund to process check payments. Call Centers for Customer Support The service capabilities of our Kiosk Support Team are extended by dedicated call centers in Manila and Mexico that enable 24/7 365 days a year support to our billers, including the City of Tacoma and your customers. Our Manila based call center is operated by Techcel and our Mexico call center is operated by Centris. TIO has worked with Techcel and Centris for over 8 years.

10 List any current or known forthcoming business ventures or related transactions such as proposed sale of company, buy-outs, acquisitions, mergers, new investors, etc., that may impact the business partner relationship with the City of Tacoma.

We are excited to inform you that PayPal has signed a definitive agreement to acquire TIO Network. We look forward to sharing additional information with you as it becomes available. Please refer to press release: http://corporate.tionetworks.com/paypal-to-acquire-tio-networks/

11 Disclose any affiliations or alliances that are in place with utility companies, software organizations, or other related firms.

TIO made a strategic investment in Statflo in 2015 related to our telecom business. Please refer to press release http://corporate.tionetworks.com/tio-networks-announces-the-launch-of-express-insight/

12 Disclose involvement in any business litigation in the past five years, including whether your firm has, for legal reasons, been removed from a contract or failed to complete a contract as assigned.

None.

E. Qualifications/Experience of Firm

1 Describe your firm's background, qualifications, and relevant experience as related to this scope of work. Include work that involves public agencies and utilities.

Walk-in Kiosk TIO deploys self-service kiosks (“TIO Kiosks”) under 2 different programs: (i) corporate locations, and (ii) third party retail locations. Under both programs, TIO provides total kiosk management services, including maintenance and support plans, customizable hardware configurations, and placement services. Kiosks placed at Biller’s corporate payment centers helps alleviate long line ups at the service counters and helps free up the customer service representatives to focus on more complex customer service oriented tasks. TIO has secured contracts with some of the largest Retailers (“Kiosk Retailer”) in the country, including Circle-K, MapCo, and Bashas’. Placement of kiosks within Kiosk Retailer locations provide a secure and convenient channel that optimizes the benefit of an in-person bill experience while focusing on the consumer’s need for 24/7 convenience.

We work with select kiosk hardware providers to deliver reliable, rugged, and secure kiosks. They offer best in class sturdy kiosks that are built to UL291 business safe standards using sixteen gauge rolled steel. The hardware shell includes hidden continuous hinges and multi-point locking door to enforce a secure exterior that deter break-ins. The cash cassette where cash is collected is securely inserted into separate vault that is only accessible using an electronic auditable lock where the keys are non- duplicable.

Although most walk-in payments are conducted in cash, TIO’s processing platforms can support different payment tender types including: credit card (Visa, MasterCard, Amex, Discover), signature debit, PINless debit (STAR, NYCE, Pulse), and bank ACH. TIO’s flexible payment platform also allows integrations with other alternative funding methods to be added in the future

At TIO, we understand the challenges that utility companies face with regards to payment processing and receivables management, and we actively listen to their changing needs so we can consistently offer the most efficient, reliable and user-friendly bill payment solutions.

TIO is a major electronic bill payment service provider for the largest utilities in America. We collect and process millions of utility customer payments every year totaling $8bn USD per year. We know the utility business.

The utility industry serves one of the most diverse demographic groups with consumers currently spanning four generations - Baby Boomers, Millennials, Gen-X and Silent - a variety of household sizes, all ethnic groups, and the full range of household income levels. All have different preferences, challenges and expectations with regards to paying their monthly bill.

In 2015, Millennials surpassed Gen X to become the largest share of the American workforce - 1 in 3 American workers are Millennials. Millennials are predicted to increase to 81M by 2036 to account for large share of immigrants and those transitioning from college to the working world.

Utilities face pressure to reduce operational costs and mitigate risk while simultaneously improving the customer experience for such a wide range of users. With expectations at an all-time high, consumers demand multiple convenient payment options, a variety of accepted methods of payment, instant payment posting capabilities and a seamless user experience throughout.

How we can help

As a licensed money transmitter, fully compliant with all regulations including PCI level 1, SSAE 16 and BSA, TIO enables utilities to offer their customers the most comprehensive set of bill payment options without the added burden/risk of cash management and regulatory compliance.

TIO delivers bank grade security to manage customer and card data, flexible cash management and maintenance packages with 24/7/365 bilingual customer service and technical support for industry leading uptime and service.

Strategically placed bill payment kiosks will reduce counter pressure in corporate offices by redirecting bill pay traffic, but one integration with TIO also offers access to have your bill payable at over 65,000+ walk-in locations across North America and on TIO’s mobile friendly online bill payment platform, TIO.com. TIO can work with the City of Tacoma to build a customized walk in Payment network at no additional in addition to providing kiosks.

Tailored payment processing solutions for utilities

TIO has a very successful record of implementing bill payment solutions for the largest utility and telecommunications companies in the US.

Below is a brief summary of engagements where TIO has demonstrated success in providing cash and electronic payment services over a variety of platforms (kiosk, over the counter, web, mobile etc.).

Public Service Energy & Gas (PSE&G) Company Office Kiosk Project

Background: Like PG&E, San Diego Gas and Electric and SOCAL Gas’ challenge was that their community offices were being inundated by walk up payment traffic. Sempra (their parent company) issued an RFP for a kiosk solution. They wished to purchase their kiosks and have the selected vendor provide 100% of the support services including non-cash based processing, maintenance, cash collection, and customer support services.

TIO Solution: Self Service Kiosks: TIO provided a customized kiosk solution that enables cash and check payments in PSEG company office locations. We are now preparing to deploy PSEG bill payments into many 3rd party clerk assisted walk up bill pay locations throughout New Jersey.

Clerk Assisted Walk Up: Additionally, TIO regularly is involved in energy industry events including but not limited to CS Week and the Utility Payment Conference (8 years running), where we have been speakers on 3 separate occasions. Our speaking positions have covered everything from Walk up Bill Pay, Kiosk Bill Payment Best Practices and most recently Mobile Bill Payment strategies. We are well qualified in the area of walk up bill pay.

Pacific Gas & Electric (PG&E) Company Office Kiosks, 3rd Party Retail Kiosks, Mobile Bill Payments, and Over the Counter Payments in 3rd Party Retail Stores

Background: PG&E’s initial challenge was that their community offices were being inundated by walk up payment traffic. PG&E issued an RFP for a kiosk solution. They wished to purchase their kiosks and have the selected vendor provide 100% of the support services including non-cash based processing, maintenance, cash collection, and customer support services. TIO Solution: 21

Company Office Kiosks: TIO provided a kiosk solution that enabled cash and check payments. TIO provides all of the above noted services to PG&E. TIO doubled the initial deployment of kiosks and deployed a kiosk bill payment solution to various convenience retail stores in Northern California.

Clerk Assisted Walk Up: Later TIO extended PG&E bill payment capability to walk up clerk assisted payment locations throughout northern California. All of these locations were previously accepting PG&E Payments in an unauthorized manner.

Mobile: In addition to walk up payment, TIO is the sole provider of Mobile Bill Payments to PG&E. The solution provided by TIO operates on multiple smartphone operating systems and mobile devices including Android, iOS (Apple iPhone, iPod Touch, iPad). TIO would like to discuss with the City of Tacoma how we can increase bill payment volume and improve customer service by providing the City of Tacoma with Mobile Payment Applications.

2 Additional information that will enable the City to evaluate the capabilities, track record, and financial stability of your firm may be provided here. This is optional.

Organization to focus on key business unit: To allow the Company to focus and execute on revenue and cost goals while positioning the organization for future growth, we use a business unit (“Business Units”) structure approach where dedicated teams are focused to provide white glove services to support the needs of our billers like City of Tacoma, one of them being the Biller and Agent Solutions Business Unit. Business performance is reviewed based on these Business Units. The Business Units and organization are also supported by functional shared services groups. The Biller and Agent Solutions Business Unit continues to build on the Company’s core strengths with strong anchor biller integrations in key market areas coupled with their national footprint of retail locations. This Business Unit is able to unlock the value with its electronic payment collections solutions for its existing and new Billers through its multi-channel payment network, including walk-in POS locations, self-service kiosks, and web and mobile applications. In addition to the Company offering bill payment capabilities, our core product offering includes sales of money orders and prepaid wireless products. Financial Stability: Since TIO is a public company listed on the Toronto Stock Exchange – Venture, all our quarterly and annual financial results can be found on our website http://corporate.tionetworks.com/. A snapshot of our most recent financial result for the period ended January 31, 2017 is as follows.

8th Consecutive Quarter of Record Adjusted EBITDA Performance

Vancouver, BC, March 30, 2017 – TIO NETWORKS CORP. (TSX-V: TNC, the “Company” or “TIO”) today announced second quarter financial results for the period ended January 31, 2017.

Second quarter financial & business highlights (all figures in 000’s Canadian dollars except where noted):

• Adjusted EBITDA* for Q2 increased 56% year over year (“YoY”) to $4.2M from $2.7M and by 16% sequentially from Q1, 2017. • Revenue increased 49.6% to $24.5M from Q2 2016. • Gross profit increased 50.6% to $12M from Q2 2016. • Processed 20.4M transactions worth $2.1B USD, or 45.4% YoY transaction growth. • Net Income increased by 27% YoY to $2.1M. • Invested and expensed $1.7M in research and development initiatives to drive growth. • TIO’s direct-to-consumer membership grew to 1.3M members. • Finished the period with $83.73M in cash and cash equivalents and restricted cash (including cash held to fulfill bill payment obligations). • Net cash for use in operations increased to $2.58M from $1.85M YoY.

Q2, 2017 comparison to Q2, Three months ended Jan. 31 Six months ended Jan. 31 2016

2017 2016 2017 2016 Revenue $ 24,537 $ 16,397 $ 48,755 $ 31,674

Gross Profit $ 12,064 $ 8,008 $ 23,893 $ 15,852

Adjusted EBITDA* $ 4,160 $ 2,653 $ 7,755 $ 4,663

Operating Cash Flow before $ 2,576 $ 1,845 $ 6,261 $ 3,817 non-cash working capital items

Net Income $ 2,110 $ 1,661 $ 3,747 $ 3,065

Q2, 2017 sequential comparison to Q1, 2017 Quarter ended

Jan. 31, 2017 Oct. 31, 2016 Revenue $ 24,537 $ 24,218

Gross Profit $ 12,064 $ 11,829

Adjusted EBITDA* $ 4,160 $ 3,595

Operating Cash Flow before non-cash working $ 2,576 $ 3,685 capital items

Net Income $ 2,110 $ 1,637

Track Record: TIO Networks has been recognized with numerous awards and distinctions from groups such as Profit Magazine, Deloitte, Business in Vancouver, Branham Group, BC Business Magazine, Burnaby Board of Trade, just to name a few.

Some of our Recent Accomplishments: BC Business BC’s Top 100 Public Companies (2011, 2012, 2013) Branham 300 Top 250 Canadian Technology Companies (2011) Branham 300 Top 25 Canadian Software Companies (2011) Business in Vancouver Top 100 Public Companies in BC (2013) Business in Vancouver Top 100 Fastest Growing Companies (2011, 2013, 2014, 2016) Business in Vancouver Biggest BC Based Tech Companies (2013) Canadian Innovation Exchange Canada’s 20 Hottest and Most Innovative Public Technology Companies (2015) Cantech Letter TSX Venture Tech Exec of the Year (2014, 2015, 2016) Cantech Letter TSX Venture Tech Stock of the Year (2014) Deloitte Technology Fast 50 (2013) Deloitte Technology Fast 500 (2010, 2011, 2012, 2013) Kiosk Industry Group — Kiosk Industry Hall of Fame (2013) Profit 200 Fastest Growing Companies (2012) Profit 500 Fastest Growing Companies (2013) Profit 500 Canada’s Fastest Growing Companies (2014) Profit 500 Canada’s Fastest Growing Companies (2015)

F. Qualifications of Key Personnel to be Assigned to this Project 1 List key personnel that will be assigned to the City's account, including the relevant background and experience of each staff member you propose to assign to this work.

TIO Networks Key Officers

Hamed Shahbazi - President and Chief Executive Officer at TIO Networks Mr. Hamed Shahbazi founded TIO Networks as a kiosk solution provider in 1997, shortly after completing a Bachelor of Applied Science in Civil Engineering degree at the University of British Columbia. Mr. Shahbazi has since transitioned TIO Networks into a multi-channel payment solution provider specializing in bill payment and other financial services through a variety of automated self- serve, retail point-of-sale, mobile and web-based methodologies Mr. Shahbazi has been particularly interested in developing payment products that are safe, viable and commercially reasonable alternatives for the LMI (low-to-moderate-income) and underbanked demographic groups.

Hamed is a passionate advocate of impact entrepreneurship where new companies aim to doing well by doing good, which he promotes as the role of an “Impactreneur”. He regularly mentors founders and entrepreneurs of early stage companies.

Chris Ericksen - Chief Revenue Officer • Joined TIO Networks Corp. in November 2001 • Currently responsible for TIO Networks’ enterprise business planning as well as organic growth strategy and execution. • Previous roles at TIO included: o EVP, POS Solutions: Lead TIO Networks’ point-of-sale business unit (aka Express) which is responsible for the majority of TIO’s payment transactions and its largest P&L. o Senior Vice President, Business Development: Was responsible for securing original business with many of TIO’s billers including AT&T, Cricket, Pacific Gas & Electric, and more

Richard Cheung - Chief Financial Officer • Joined TIO Networks Corp. as Chief Financial Officer in May 2014 • Currently responsible for TIO Networks’ financial and public company matters. • Previous roles included: o VP Business Development, FuseMail (subsidiary of j2 Global, Inc.): Was responsible for M&A and all financial and operational matters o Chief Financial Officer, The Electric Mail Company, Inc.: Was responsible for M&A (orchestrated sale to j2 Global, Inc.), finance and administration and public company matters o Corporate Controller, Chancery Software Ltd: Was responsible for finance and administration

Key Relationship Staff for the City of Tacoma

The City of Tacoma is a valued client of TIO Networks, and we will have an experienced relationship management team in place who will be the primary relationship managers for your Kiosks so the City of Tacoma will receive our dedicated focus and attention.

Account Management and Customer Service TIO’s Account Management process ensures that relationships are developed and maintained with a variety of your business areas including Finance, IT, Compliance, Treasury, Customer Service etc. Development and test planning is undertaken in a collaborative effort and key personnel at TIO are in place to service the needs of each business unit at City of Tacoma. Issue resolutions, change requests, feedback, and payment inquiries all follow set and agreed upon processes with TIO and City of Tacoma.

TIO also offers established processes for managing customer service as TIO operates a 24/7/365 contact center with its own toll free number that is available for your customers. This number can be found on kiosk decals, receipts, and internal documentation given to City of Tacoma. TIO's contact center has the ability to act as a 1st line customer support center that handles all basic research matters pertaining to bill payment processing and business portal reporting. TIO's Customer Service Representatives also have the ability to quickly and easily escalate urgent and more complex support cases through our CRM case workflow to our higher-level Tier 2 support resources for timely action.

Vassil Nikolov – Director, Client Success Vassil will be your Relationship Manager, acting as a liaison between City of Tacoma and TIO Networks, and will be your first point of contact for all escalated inquiries and issues related to this project.

Vassil has over 14 years of experience in the in-person bill payment industry. He is the Relation Manager for most major TIO Networks clients, including Duke Energy, Florida Power & Light, Pacific Gas & Electric, Kentucky Utilities, Louisville Gas & Electric, Sempra Utilities, Kansas City Power & Light and many others.

Von Summers – Director of Business Development Von has over 20 years of experience in the money transfer financial services sector building relationships with utilities, telecom providers and large chain retailers. Prior to joining TIO, Von has sold to and managed key accounts for Western Union, Wells Fargo, Comdata and other leading financial services providers. Von has held positions of Sales Manager, Director of Sales, Key Account Manager. and Vice President of Business development.

Von will be the City of Tacoma’s primary contact during the contracting stage and will continue to work closely with the City of Tacoma and TIO’s Client Success Team during the implementation and launch of the City of Tacoma’s kiosk program.

Amir Javidan – Senior VP, Operations Amir will be the City of Tacoma’s primary contact for any treasury or reconciliation matters.

Amir joined TIO Networks Corp in September 2014 and is currently responsible for kiosk operations and sales, customer service, client success, information systems, collections, and warehouse logistics/fulfillment. Amir previously served as VP Customer Service and IT at Avigilon where he was responsible for information systems, IT infrastructure, facilities, technical support, sales operations, and global sales engineering.

Aaron (A.J.) Jonasson - Director, Customer Care AJ will be responsible for all customer care matters for the City of Tacoma and will be your point of contact any customer support issues.

Aaron (a.k.a. "A.J.") has over 25 years of experience in various customer service and technical support related roles and has been working in the payments industry with TIO Networks for 15 years managing and growing TIO’s customer service for Tier 1 and Tier 2 level support programs to assist our End Customers, Billers and Business Partners. Aaron believes in developing strong partner relationships and always strives to provide the best service and "customer experience" as possible. TIO has implemented and established stable support processes and workflow for support case management within our CRM interface which allows us to easily track, manage, monitor and measure our service performance.

Mark Bowen - Client Success Manager Working closely with Vassil, Mark will closely monitor and manage all escalated inquiries and issues related to this project.

Mark has provided operational support in a variety of technology environments throughout his 20-year career. He has a Master’s Degree in Engineering and started his career with Hewlett Packard in systems engineering providing world-class enterprise support across the Asia Pacific region. Mark developed a strong sense of devotion to the technology sector and customer happiness during his years of running his own business as a technology consultant. Mark has a wealth of experience in project management, leadership and business development which provides his clients with a unique advantage.

Jason Plante - Director of Logistics; Kiosk Operations Team Jason will be your point of contact for all logistical items related to your bill payment kiosk deployment including shipping, installation, onsite support, cash collection and training.

Jason has over 16 years of experience in the kiosk industry with TIO Networks. Managing the Kiosk Operations team and our 3rd party vendors Jason is able to apply his wealth of knowledge and experience to each kiosk implementation in order to ensure its success.

Availability and accessibility of key team members Key team members identified above will be available to the City of Tacoma's management as needed throughout the implementation stage of this project and will work proactively with you to ensure the timely installation and set-up of the initial 14 kiosks at the pre-defined locations. As part of our project management approach, Vassil will coordinate regular meetings with the City's management team to review progress and address any questions or concerns you may have.

Once the Kiosks are installed and operating successfully, Vassil and our team will continue to be available to the City of Tacoma and confirm that you are happy with our services. Our entire team is focused on ensuring that your kiosk initiative is successful and that you are fully satisfied with our services.

2 Describe how you will assure the continuity of the assigned personnel during the term of this project and ongoing post project support.

The project will be assigned a Client Success Team member and a Product Manager from TIO. During the implementation, they will be liaising with others on their respective teams so that other members are cross-trained to service this project as needed. Post project support contacts will remain the same and any support requests are logged in our CRM tool Salesforce. This ensures that anyone that works with City of Tacoma post project will be aware of the history with City of Tacoma.

G. System Information / Project Approach 1 Propose a project overview and approach including a proposed implementation schedule from contract award through the final kiosk implementation.

Methodology overview

With over 900 kiosks actively being used across North America, TIO Networks has developed a proven methodology and implementation plan which has been developed over years of client implementations.

Briefly, our implementation plan covers the following: • Identifying and establishing Account and Project Managers • Analyzing Business Model and determine any custom programming required • Testing and configuration of kiosks • Implementing all required marketing and branding for the kiosks • Coordinating kiosk delivery, set-up and launch • Post-launch debrief and ongoing monitoring

Timetable for completion of assignment The timetable below presents a typical timetable for installation of TIO Kiosks:

Quality assurance Throughout the implementation we will work closely with the City of Tacoma to closely monitor the implementation, set-up and launch of the payment kiosks. Your established client success team, led by Vassil Nikolov and Von Summers, will lead the implementation and work proactively with the City of Tacoma to identify, escalate and resolve any issues as they arise.

Once the Kiosks are installed and operational our Kiosk support team and customer support teams will be available to the City of Tacoma as outlined in Section G Question 5 to monitor the performance of the kiosks and work with the City of Tacoma Call Center and IT department to identify, escalate and resolve any issues that may arise. TIO’s call centers are available 24/7 to take calls and emails.

2 Describe the days and/or hours for each Contractor resource.

This will vary depending on the services City of Tacoma chooses.

3 Indicate the days and/or hours of each City resources you require to complete this project and the key activities of each City resource.

TIO would like continued involvement with City of Tacoma resources throughout the project implementation. During the Requirements Gathering phase we would need City of Tacoma resources to be available for 2-4 hours per week for requirements clarification and documentation. This could be in the form of virtual meetings or through email exchange.

During development TIO would like to have weekly status calls with resources at City of Tacoma to provide updates on progress and clarify requirements as needed. In the later stages of development there may be a requirement for file verification testing with City of Tacoma which may require technical resources from City of Tacoma.

In our final UAT stage we perform a real payment to monitor the funds flow. During this stage we would need support from City of Tacoma resources to validate that the payment posted correctly, reports were accurate and that the funds were received as expected.

4 Provide a RACI (Responsible, Accountable, Consulted, and Informed) matrix of roles and responsibilities shared by the Contractor and the City. a. Request Initiation Before we start this project ,we will assign a Project Manager “R” to lead this project from TIO. At this stage our team will work with you to thoroughly document the business case for the service including number and location of Kiosks and identify any new feature requests or specific requirements for City of Tacoma.

Main contributors: • Sales • Product (Product Manager/Project Manager) • Client Success • City of Tacoma

Assisting contributors (as needed): • Treasury/ Finance 29

• Compliance • IT • Operations b. Requirements and Design During this stage our team will document all of the requirements identified in Stage 1 and assign them to TIO team members. We will develop a project plan with target dates for implementation, verification, UAT and go-live. We will also schedule weekly or bi-weekly status calls with City of Tacoma and/or internal Stakeholders.

Main Contributors: • Product (Business Analyst/Project Manager) • City of Tacoma

Assisting contributors (as needed): • Engineering • Sales • Client Success • IT • Operations • Treasury • Finance • Compliance c. Implementation During this stage the Kiosk integration will be coded and configured by TIO’s development teams. In parallel the solution will be fully tested by our internal QA teams. An End-to-End testing plan will be developed with City of Tacoma. Real time integrations will be verified by TIO’s QA using City of Tacoma’s test environment. File based integrations will be verified by TIO’s QA against requirements. Integration will also be tested on TIO’s Kiosks.

Throughout the Implementation stage, we will hold regular status updates with City of Tacoma that will include TIO’s Business Analyst/Project Manager and Client Success team.

Main Contributors: • Product (Business Analyst/Project Manager) • Engineering • City of Tacoma • Operations • Treasury • Finance • Compliance

Assisting contributors (as needed): • Sales • Client Success • IT

d. Verification / User Acceptance Test (UAT) During this stage the End-to-End testing will be executed and signed off by City of Tacoma and TIO UAT team. Regression testing is signed off by TIO QA (if required) and the code/configuration will be deployed in Production. UAT will be completed & signed off by Finance, Treasury, Compliance & Customer Support. TIO’s Client Success team and Business Analyst/Project Manager will continue to hold regular status updates with City of Tacoma. e. Go-to-market Planning Go-to-market Planning activities are conducted simultaneously with TIO's Implementation and Verification stages. During this stage the Roll-out Plan including dates and endpoints/terminals will be finalized. TIO will begin the process of delivering Kiosks and any marketing materials to support your bill payment program are identified, produced and shipped.

Main Contributors: • Product (Business Analyst/Project Manager) • Marketing & Creative • City of Tacoma • Operations

Assisting contributors (as needed): • Sales • Client Success • IT • Finance • Treasury • Compliance f. Go Live & Post Live Monitoring During this stage TIO’s Client Success team will monitor the final kiosk launch process and work proactively with City of Tacoma to ensure all services are meeting your expectations. TIO’s Product Development team will set up Internal metrics and reporting. TIO’s Client Success team will continue to have regular follow-up calls with City of Tacoma to address any concerns you may have.

Main Contributors: • Product Team • Client Success • City of Tacoma • Operations

Assisting contributors (as needed): • Sales • Treasury • Compliance • Finance

5 Provide the duration and level of post go-live support supplied for the implementation.

TIO has a dedicated technical support team to support all of the services we provide to the City of Tacoma. The City of Tacoma and your customers have access to 24/7, 365 days/year technical support. The following table provides further detail on our support operations.

Support Model for City of Tacoma’s Internal Customers

Support for IT and Associated Technical Issues Any request for information on the IT technical issues (hardware, software, connectivity, data quality etc.) can be communicated to TIO’s IT support team directly. Supporting information to include: • Nature of problem (e.g. connectivity issues or data quality etc.) • Date/time of start of problem if known • Specific problem with the relevant details of the issue with any log details etc. • Contact details where you can be reached by email and/or phone, if not the same as the sender’s email address

Support Contacts for City of Tacoma

• Phone: 1-877-769-2256 • Network Hours of Operation: 24/7 (365 days/year) o Operations Center P1 Production Issues / System Outages

• E-Mail: [email protected] • Hours of Operation: Monday - Friday 6AM – 6PM (PST) o File transmission issues (customer, payment, memo, recon files) Production IT o Notification of upcoming maintenance by Partner with impact to Support TIO Networks o Notification of outage incident by Partner with impact to TIO Networks

• E-Mail: [email protected] • Hours of Operation: Monday - Friday 6AM – 6PM (PST) o Payment Research and Corrections Biller Support o Reconciliation Issues o TIO Portal Support

• E-mail: [email protected] Kiosk Terminal • Phone: 1-866-737-8914 Support • Hours of Operation: Monday - Friday 6AM – 6PM (PST) o Technical Support for TIO Kiosk Bill Payment Terminal 32

o Hardware and Kiosk Software Support o On-site Dispatches Including Armored Car Services

• E-Mail: [email protected] • Hours of Operation: Monday - Friday 6AM – 6PM (PST) o Client Success Client relationship team o Product enhancement requests

External Customers of City of Tacoma

• E-mail: [email protected] • Phone: 1-866-710-0846 End Customer • Hours of Operation: 24/7 (365 days/year) Contact Center o Bilingual English/Spanish Representatives

6 Describe the testing process, including unit, integration, and User Acceptance Testing, creation of scripts, and defect management. See Section 2.02 B. and D.3.

TIO has testing throughout its software development lifecycle.

During Development • Unit Testing is completed by developers • Test scripts are created and executed by our QA team • Integration testing for Real time connections is tested • File testing with City of Tacoma is completed to ensure all files sent or received can be processed successfully.

UAT • Financial UAT is completed to ensure that funds flow as expected and to confirm all setups in the TIO and City of Tacoma systems. • Production files are exchanged as part of the UAT to ensure there are no connectivity or processing issues. • Compliance review of funds flow compliance and receipt disclosure requirements per state laws.

After we receive UAT signoff from City of Tacoma and internally we will enable the product in all applicable bill payment channels per the predefined launch plan.

7 Provide a logical and physical architectural diagram of the proposed solution, identifying each of the hardware and software components, integrations/interfaces, and other relevant pieces of the solution.

Please see Appendix H – Architecture Diagrams.

8 Provide proposed kiosk make and model, and confirm the units are new and unused. See Section 2.02 A. and D.1.

TIO Networks proposes our new Stand-Alone kiosk that can built to the City of Tacoma's requested hardware configuration. See Appendix A - Price Proposal Form for kiosk information.

9 Provide the expected kiosk life cycle. See Section 2.02 D.2.

TIO Networks’ new Stand-Alone kiosk design has been deployed in production for nearly a year. The new look and feel of the Stand-Alone kiosk takes the reliability of TIO's previous kiosk options in a sleek new design. The Stand-Alone unit was also designed around specific readily available hardware that TIO has found to be stable in our production environment at other deployed kiosk locations. The Stand-Alone kiosk and its components will be supported and available throughout the duration of the maintenance contract and all potential renewals. TIO continues to operate terminals in the field that were deployed > 10 years ago.

10 Indicate other entities utilizing the proposed kiosks, length of time in service, types of failures, failure rates, response time to repair or resolve issues.

Using feedback gathered from the industry, combined with TIO’s nearly 20 years of experience deploying bill payment kiosk, our new Stand-Alone kiosk merges the rugged performance of our corporate kiosks with a sleek new design. TIO works with our partners to create a maintenance package that fits our partners' response time needs. Whether that means a same day response time from an onsite technician or by providing training to your own staff to service and support the terminals. The Kiosks proposed for the City of Tacoma are currently in use with another of TIO’s utility billers Gulf Power and have proven to be fast and easy for customers to use. Since its deployment support needs have been very low. On average TIO is opening 1.05 support tickets per terminal per month. Below is a listing of failure rates per encountered issues over a 6-month period November 1, 2016 – April 30, 2017:

% of Count of overall Required Remotely Category Issues cases Dispatches Corrected

Bill Acceptor 18 19% 8 10

Card Reader 8 9% 1 7

Check Scanner 13 14% 3 10

Receipt Printer 24 27% 3 21

Internet Connection 9 10% 0 9

Other 17 21% 2 15

11 Describe how the system conducts self-diagnostic testing.

TIO has selected our kiosk hardware based on our ability to perform remote automatic self-diagnostic testing. At set intervals throughout the hour our kiosk hardware performs self-diagnostic testing and reports the results back to TIO's case management system. In cases where the hardware is reporting an error TIO's Self Healing routine attempts to solve the issue locally. Based on the specific error our software progresses through a routine that works to clear the hardware fault. Results of the Self Healing procedure are also sent to our case management system and are used in the remote triage process.

12 Describe any and all remote diagnostic capabilities.

TIO Networks Self Healing procedure begins working immediately once a hardware fault is identified. This feature works to automatically resolve hardware issues when they occur. If the hardware issue persists TIO has the ability to remotely login to the PC and interface directly with the kiosk to continue to triage and resolve the issue.

13 Describe the software update process and any routine maintenance that requires the system to be out of service.

The TIO Networks Live Update system downloads TIO software updates in the background adjusting the download rate to ensure it does not affect the customer experience. TIO can configure a specific date for the update to apply, or allow the update to apply once the download is complete. Software installations are planned for specific low usage periods during the night limiting periods where the bill payment terminal is out of service.

For any major platform updates the City of Tacoma will be notified and approval to deploy the new software will be requested before it is deployed to the kiosks.

14 Describe the maintenance patch cycle including any review and approval processes by TPU. Include the disaster recovery or rollback process in the event of a patch failure.

TIO releases maintenance patches on average 4 times a year though this can vary. When TIO has developed a patch or upgrade City of Tacoma will be informed of the release and all changes that would impact City of Tacoma. City of Tacoma will be asked for approval to update the City of Tacoma kiosks. TIO will never deploy a patch that would change the behavior or look and feel of the kiosk screen without approval from City of Tacoma.

15 Describe additional functionality/features of the proposed solution that have not been defined within this RFP.

TIO e-Bills allow your customers to pay directly from an email message or text message. When receiving a TIO e-Bill, your customer does not have to log into your website, remember or enter their User ID or Password. Your customer simply clicks the Pay Now Button within the message to make a payment. In addition, if you customer is low on funds, the TIO e-Bill can be forwarded to a friend or family member for payment. TIO e-Bills makes it simple for your customers to pay their bills.

Please refer to Section D Question 2 to view all the services TIO offers including walk-in, mobile, and web bill payment.

16 Describe electrical requirements.

The TIO Bill Payment Kiosk requires a single NEMA 5-15 Type B outlet. This is the North American standard 15 Amp, 120 Volt grounded outlet. The outlet should be within 3 feet of the designated Bill Payment Kiosk location.

17 Describe network security and interface/integration requirements. See Section 2.02 E.

1. Network and system access controls a. Content management capabilities for general configuration tasks Content management is managed through configurations or code controlled by the TIO engineering team. b. Administration and reporting tools Administration and reporting tools are via the TIO Business Portal and are restricted to accounts created by TIO only. c. Ability to easily add/change/remove web service configuration Changing web service details would require effort by our TIO engineering team.

2. Audible and electronic security alerts incorporate into the kiosk design to notify City staff when the kiosk is being tampered with. TIO does not have audible or electronic security alerts for when a kiosk is being tampered with. There is a door open sensor for break-ins that can be added to the kiosk, but this is not a tamper alarm.

3. Security control audits will be made available to the City upon request. TIO will comply with this request.

4. Physical Security a. Equipped with anti-tampering security to prevent break-ins or someone dragging it away. TIO Networks recommends that the bill payment terminal be bolted to the ground using four 4.5inch wedge anchor bolts. b. Equipped with tilting monitors (if separate from tampering security). TIO Kiosks are not fitted with Tilt monitors however the kiosks are bolted to the floor. c. Ability to anchor kiosks to the floor and/or wall. The wedge anchor bolts are placed from within the kiosk which prevents unauthorized parties from removing the anchors. d. Ability to remove anchored kiosks from the floor and/or wall by authorized personnel. Our Kiosks can be removed by authorized personnel.

5. Must meet minimum cyber security industry best practices. TIO goes through Class I, PCI Compliance annually. We provide training to all staff at onboarding and annually on the classification and handling of Personally Identifiable Information data.

6. Video camera recording with storage capabilities and ability to remotely monitor. The TIO Kiosks do not support video recording or storage however every transaction is logged and tracked in the TIO system which allows TIO to be able to precisely recreate a customer’s transaction down to the second.

7. Cash cassettes and/or bill receptors certified as meeting or exceeding current banking industry physical security standards for cash holding machines. Through the use of the CPI AE2800 series bill acceptors anti-stringing and anti-shock features as well as the auditable cash vault TIO exceeds the current banking industries physical security standards for cash holding machines.

18 Describe/specify the system, function, and operational alerts that are available. See Section 2.02 D.9.

The TIO Networks bill payment system includes our Online Management System (OMS) which monitors the health of each bill payment kiosk. TIO includes a self-healing process within each of our hardware integrations that automatically identifies errors when they occur in real time, automatically messages the TIO support team and attempts to correct the issue. Each bill payment kiosk sends a health alert to TIO every seven minutes. This alert includes all health statistics of the kiosk allowing our support team to identify small fluctuations in the terminal – this is key in identifying issues before they are customer impacting.

TIO's reporting system also includes alerting when specific errors occur. Error events are captured and both stored locally and sent through to TIO's OMS system. Error events are captured in TIO's case management system and a case is automatically created and assigned to one of our in-house remote support technicians.

TIO's remote management tool allows our support team to log into the terminal and completely interact with the terminal. In cases where the self-healing process was unsuccessful, TIO can log into the terminal and perform additional local testing to diagnose and resolve most issues without having to dispatch an onsite technician.

19 Describe/specify which logs are created, where they are kept, and who is expected to review them. See Section 2.02 D.9.

Please see Question 18 above.

20 Specify who controls administrative access, including access to logs and log location. See Section 2.02 D.9.

Access to our Kiosk OMS logs is restricted to our Engineering and Support teams and is used to troubleshoot Kiosk issues and ensure speedy resolution if problems arise. Logs are stored both on the individual Kiosks and our servers.

21 Describe the plan to prevent a kiosk user from accessing the system if a portion of the PC or an ancillary device fails. For example, if the application fails, the user screen cannot show the operating system (window). Include the level of monitoring/notification that is provided for device failure.

We have a background application, Surfnet®, which is always running and will ensure that if our Kiosk application fails it is re-launched. This will prevent users from seeing a windows screen. In the unlikely event that a windows screen was shown we have an application installed which blocks the launching of any applications on the computers. If a user attempts to run an application it would terminate the application before it is able to open.

22 Describe security controls to monitor and prevent tampering, break-ins, tilting, or someone dragging away the kiosk. See Section 2.02 E.3.

TIO Networks’ Stand-Alone kiosk is designed to be securely bolted to the floor which ensures that the terminal cannot be tilted or dragged away. TIO's bill acceptor includes anti-stringing through a cheat sensor that prevents tampering.

23 Describe how the system will be hosted (e.g., cloud-based, City server, vendor server, etc.).

The solution is hosted in our primary data center in Vancouver, BC, Canada. In addition, we maintain a warm disaster recovery site in Denver, Colorado as a precaution.

24 Provide an outline of onscreen workflow.

Our kiosk flow is as follows: 1. Customer selects an account lookup method (eg. Account Number) 2. Customer fills in required information (eg. Account Number) 3. TIO verifies account 4. Customer is asked to confirm their account. We provide presentment details such as Name, Balance Due, Due Date etc. to assist the customer. 5. Customer selects a payment method (eg. Cash) 6. Customer makes payment (eg. Inserts Cash) 7. Customer confirms payment amount 8. Payment is posted to the TIO server

9. Customer gets a confirmation screen and a receipt is printed. Customer can optionally select an email receipt on this screen.

Please see Appendix B – Kiosk Screen Flows.

25 Provide customer prompt message including user instruction and error messages. See Section 2.02 D.4.

Please see Appendix B – Kiosk Screen Flows.

26 Describe how the system alerts staff of an error at a kiosk. Provide a list of canned alerts provided by the system and the level of configuration available if any. See Section 2.02 D.9, D.10., E.1., and E.2.

TIO’s kiosk solution does not have a mechanism to report kiosk tampering our counterfeit attempts however each kiosk is bolted to the floor and has secure locking mechanisms.

27 Provide a statement of the available language options. See Section 2.02 D.4.

TIO Kiosks support both English and Spanish. The customer can click a button on screen to have the screen appear in English or Spanish. See Appendix B – Kiosk Screen Flows for screenshot.

28 Provide a statement on the types of payment tenders accepted. See Section 2.02 D.9, D.10.

TIO is able to accept the below payment types at the Kiosk: • Cash • Check and Money Order o We accept Personal, Business and Cashiers checks as well as Money Orders. o We can process checks electronically by scanning and stamping the check then returning it to the customer, or by depositing the check manually and retaining it in the kiosk • Credit & Debit cards • Bank ACH payments

29 Provide a statement certifying compliance with the American Disabilities Act (ADA).

TIO Networks kiosk offering complies with the American Disabilities Act as it relates to reach limitations and visual impairments.

30 Provide a list of cash cassette sizes and note capacities and cash bill accepter, bulk note receptors and capabilities including error rate and exception handling. See Section 2.02 D.5. and E.6.

TIO Networks uses the CPI AE2800 bill acceptor that accepts bill denominations from $1 to $100. This device accepts notes inserted in any direction which cuts down on the number of note retries a customer makes during a transaction. Although this device accounts for roughly 19% of all cases opened TIO’s Self-Healing feature typically resolves 55% of the open cases without needing any service. TIO does not have a way of providing cash discrepancy notification. However, our portals and our customer care team can help users identify where to apply a shortage. Key Features of our selected device:

• Low jam rates • Accepts notes inserted in any direction • High security acceptance algorithm • Self-Healing feature to automatically clear bill jams

Cash Cassette sizes include:

• 500 note cassette • 700 note cassette • 1000 note cassette

Bulk Note acceptance is an available option, however jam and acceptance rates are not equivalent when comparing to a single note acceptor. 31 Describe the end-to-end check protocols and handling of MICR and OCR code line. See Section 2.02 D.6.

TIO uses e-check processing via our partner Reliafund. MICR line data is read using a check scanner in the kiosk, at the same time we take an image of the check. When the transaction is completed on the Kiosk the MICR data and check image are sent to the TIO server, TIO then sends the MICR and image to Reliafund for processing.

If there are any issues in processing the check (eg. non sufficient funds) we have representment options with Reliafund that can be setup based on City of Tacoma requirements. If a check is returned then the image of the check will be made available through Reliafund for City of Tacoma to access if needed. TIO would then begin its returned check handling procedure and send the City of Tacoma a report indicating any returned payments.

32 Provide a statement certifying PCI compliance and security and the ability to handle all major cards including Visa, MasterCard (including new BIN series 2), and Discover card. See Section 2.02 D.4. and D.7.

TIO is PCI compliant and is certified to handle Visa, Mastercard and Discover cards.

33 Provide a statement regarding the level of EMV compliance (1, 2, 3) of the proposed solution. See Section 2.02 C. and D.7.

TIO uses an Ingenico iPP320 card reader which is EMV Level 2 compliant.

34 Provide a statement regarding integration with the City's processor, First Data (Nashville North platform). See Section 2.02 D.7.

TIO can integrate with First Data for card processing via our integration with Vantiv.

35 Provide a statement on the barcode/QR scanner capabilities and the API or SDK developer kit. See Section 2.02 D.3.

TIO Networks quick response barcode scanner is capable of scanning both 1D and 2D (QR) barcodes.

36 Describe the internal computer system and ports to run the necessary components. See Section 2.02 D.3.

TIO Networks uses a 64bit small form factor PC that is typically running Windows 7 Pro. System requirements can be customized and can include an Intel Core i7 processor with 8GB of memory. Hardware components connect through on board Serial and USB ports.

TIO is in the process of upgrading our kiosks to Windows 10.

37 Describe the kiosk enclosure. See Section 2.02 D.4.

The kiosk enclosure manufactured using sixteen gauge rolled steel. The hardware shell includes hidden continuous hinges and multi-point locking door to enforce a secure exterior that deter break-ins. The terminal is powder coated for additional durability. The cash cassette where cash is collected is securely inserted into separate vault that is only accessible using an electronic auditable lock where the keys are non-duplicable.

Features of the kiosk enclosure include: • NEMA 12 Enclosure • Front Access to all internal components • Currency separation. The cash vault is locked separate from the internal components • Multi point locking system. The door must lock at multiple points, with dual factor entry via key and combination. • Built to UL291 Standards • Electrical components are raised off the bottom of the internal structures

38 Provide a list of available data file formats. See Section 2.02 D.9.

Data files that TIO supports and processes typically are a Payment Posting File and Customer Information File for file based account validation. The following is a summary of the available features for processing of these data files.

Payment File Features

Feature Description File format for EOD TIO standard or Biller's custom file format Payment file TIO standard: • ACH Credit Issuing date (in ET) • ACH Credit Effective date (in ET) • TIO Agent ID to identify the physical location the payment was made. Virtual channels all use same Agent ID. • Payment ID • Transaction Date and Time (in ET) Included information • Billing Account number • Bill pay amount • Tender type as cash or non-cash • Customer Name

For Biller's custom file format, any requested information can be accommodated Cut off time Configurable based on biller's preference Number of batches/day One or multiple Via email OR Payment file delivery Delivered to Biller's secure FTP location OR method Provided in TIO's secure FTP location for Biller to pick up

Encryption TIO supports pgp encryption for files Compression TIO support file compression using pgp and zip

Customer File Features

Feature Description TIO standard file format OR Supported file formats Billers custom file format Support for full customer file upload Yes Support for incremental customer file uploads Yes (only updating delta) Customer data refresh intervals supported Daily, Weekly, Monthly or custom Pick-up from Biller's secure FTP location OR Supported File delivery mechanisms Biller to deliver to TIO's secure FTP location Encryption TIO supports pgp encryption for files Compression TIO support file compression using pgp and zip

39 Describe the real-time processing. See Section 2.02. D.4.

TIO has over 70 contracted customers where TIO provides both real time and same day processing. The following diagram presents the transaction lifecycle for TIO's payment solutions:

40 Describe, including dimensions, of the touch screen display monitor, the security and glass protection component, and the overall kiosk box. See Section 2.02 D.8.

TIO uses a 19" LCD with a Projective Capacity Touch Screen. A thick sheet of tempered glass is secured between the LCD monitor and the Touch Screen overlay to protect against breakage and vandalism. TIO has the ability to insert a privacy filter that will restrict viewing of the screen users directly in front of the kiosk.

TIO kiosks do not have a separate advertisement screen. However, advertisement placing is available on main screen.

41 Describe the service level agreement, repairs and replacement schedule, and scope of the warranty. See Section 2.02 A. and F.

TIO Networks can customize a kiosk maintenance package to suit each partners needs. TIO is happy to create a complete turnkey solution where TIO provides all services or we can train your local staff to perform cash collection and maintenance services.

Typical SLA's include Same Business day onsite response, or Next Business day onsite response. 44

Each kiosk comes with a standard one year warranty, there is an option for a 3-year warranty.

42 Describe the technical support of hardware and peripherals. See Section 2.02 A.

The TIO Networks Technical Support Analyst team remotely monitor the health of each bill payment kiosk. Partners can also open cases through both email and phone. TIO will remotely troubleshoot failed hardware using your local staff, or through dispatching an onsite technician.

Please see Section G Question 5 for contact information.

43 Describe video surveillance monitoring and recording capabilities, tampering alarms, and technical requirements such as storage associated with monitoring. See Section 2.02 D.8. and E.5.

TIO Networks does not provide video surveillance monitoring or recording capabilities as part of the kiosk offering. However, an electronic log is kept for each transaction.

44 Provide a detailed description of the flexibility to expand kiosk use to other City divisions and departments or additional billers. See Section 2.02

TIO kiosks can be configured with one product or multiple products. To add additional products/billers from City of Tacoma we would need to identify the payment posting, reporting, funding and any other integration requirements. We would then go through our software development lifecycle to ensure that the additional products are working as expected.

45 Provide a statement certifying that cash cassettes and/or bill receptors meet or exceed current banking industry physical security standards for cash holding machines. See Section 2.02 E.6.

TIO confirms that cash cassettes and/or bill receptors meet or exceed current banking industry physical security standards for cash holding machines.

H. Training Plan for City Staff 1 Provide a detailed overview of your firm's training processes and documentation. Indicate whether training will be provided on-site or online. See Section 2.02 F.

TIO Networks provides onsite training for location staff typically at the conclusion of each kiosk installation. Location staff will receive reference material that can be used to help resolve issues in the future. Location staff will continue to receive email and phone support for any future issues.

2 Provide the type and level of information and graphics (e.g., kiosk photos, high level transaction flows, screen shots of actual kiosk user screens, etc.) the City can employ for internal employee training.

TIO can provide photos of the kiosks (Appendix A – Price Proposal Form), high level transaction flows (Section G, Question 24), and screenshots of each screen in the user flow. For our example screens please see Section G, Question 25.

3 Describe the type and detail of technical training, as well as duration.

Each onsite training event lasts approximately 1 hour, however additional time is available for questions and answers. Our onsite technician will train your location staff on the normal operation of the bill payment terminal as well as how to resolve hardware and peripheral issues that may occur. More in depth training options are also available. a. Describe the software application support training.

TIO would typically have customer/biller support related break out calls with key City support staff as part of the overall project and during these meetings we discuss potential kiosk "use case" scenarios in more detail for payment research questions and how they are handled - payment failures, currency bill note jams, end of day (EOD) exceptions files/reports processes, etc....

The project support calls are done in conjunction with the kiosk support team who handles all the kiosk operational support for hardware, software, internet connection, cash collections, etc...

Onsite training of kiosk software and hardware could be provided at time of kiosk installations.

TIO would provide the City with a TIO "Contact Point" support document which outlines the appropriate support team channels to report issues. The use of these channels will route and create support tickets in the appropriate TIO CRM/Helpdesk system, Salesforce, for action and resolutions

TIO Product team would create TIO Business Portal access and train City Staff on the website reporting features and functions - Transaction Searches, Terminal Income Summary reports, etc. b. Describe the hardware training, including service, troubleshooting, repair, and replacement of core components, peripherals, and accessories.

Optionally included in the onsite training our onsite technician will train your location staff on the troubleshooting and repair of common hardware issues. Our onsite technician will focus on the removal and replacement of components. 46

c. Describe the training for installation and upgrades of hardware and software.

TIO Networks typically perform each kiosk installation however TIO can train your local onsite staff to complete the kiosk installation. Additional visits may be necessary if you would like us to continue to visit and train store staff after the installation is completed by your team. d. Describe the training for digital signage and messaging.

Digital signage and messaging is not included in the TIO kiosk offering. e. Describe the training for system administrator and content management capabilities for adds, changes, removes, and general configuration.

TIO administers the Kiosk software platform, a number of features are managed by configurations. Other items such as screen or flow changes are not supported using our generic solution and would require a custom solution to be developed for City of Tacoma. There would be no training required as TIO manages the Kiosk software.

4 Describe the training for business office staff on reporting and exception handling.

TIO teams can provide live demos of our online web business portal reporting to review features and functionality to demonstrate how to perform transaction searches and various reports to assist with payment reconciliations.

TIO would also review end of day exception file reporting and explain the processes around capturing and handling transaction errors and how the exceptions file processing would be transmitted and processed.

This would be a train the trainer type session where key City participants would be involved in training and take that knowledge to other office staff as needed.

I. Kiosk Delivery and Installation 1 Describe the delivery and installation process. See Section 2.02 B.

TIO's bill payment kiosks will be delivered and installed as fully functional units with all components integrated and tested. The freight company will deliver the bill payment kiosk and TIO will have a qualified onsite technician visit the location to complete the installation. Our technician will move the kiosk in place, bolt it to the floor (if required) connect power and internet connectivity. Once the bill payment kiosk is configured with the location details the installer will test the terminal including all hardware to ensure normal operation. At the conclusion of the installation the installer will perform onsite training with the location staff. a. Provide all costs associated with the delivery and setup at each location on the Price Proposal Form. (Appendix A)

This has been provided as part of the Price Proposal Form.

J. Kiosk Optional Features

1 Describe your firm's ability to provide armored transport and cash balancing services. See Section 2.02 G.

Armored Car Cash Collection TIO partners with top level nationwide armored car companies in order to provide secure cash collection services. TIO has a sophisticated monitoring algorithm that continually monitors the daily fill rate of each terminal and predicts when your terminals will require a cash collection, monitored through a dashboard interface (pictured below) by our Kiosk Support team:

TIO's monitoring algorithm is a server side process that results in the listing above. The column “Collect Cash On” updates based on the results of the Algorithm. The report locks in the next collection date at 11:00 AM PST allowing the branches to schedule the collections for the next business day. Locations that are not collected by the branch are highlighted in red on the following day so that the branch is aware of the missed request.

1 Provide cost and process details for these services on the Price Proposal Form. (Appendix A)

Please see Appendix A - Price Proposal Form.

K. Fees and Charges / Value 1 Complete and include the Price Proposal Form.

Please see Appendix A - Price Proposal Form.

L. References

1 Company name and description of primary business

Reference #1 Customer Name: Pacific Gas and Electric (PG&E) Customer Address: 2510 Santa Clara Ave, CA Customer Contact Name: John Storm Customer Contact Telephone #: 9166284532 Customer Contact Email Address: [email protected] Years as a Customer: 2008 to Current (Kiosk Payments) Contract Value: Confidential Services Provided: Pacific Gas and Electric California’s largest investor owned utility, uses TIO multi- channel expedited bill payment services. The PG&E self-serve automated kiosks were deployed in 2008 and mobile payment solutions powered by TIO Networks continue to provide convenient payment solution to over 6 million PG&E utility customers.

Reference #2 Customer Name: Gulf Power Company Customer Address: 1 Energy Pl, Pensacola, FL 32501 Customer Contact Name: Miguel E. “Mike” Puentes Customer Contact Telephone #: 850.444.6773 Customer Contact E-mail Address: [email protected] Years as a Customer: 2011 to present Contract Value: Confidential Services Provided: Walk in, corporate kiosk and mobile/web payment processing

Reference #3 Customer Name: San Antonio Water System Customer Address: 2800 US Highway 281 North San Antonio TX 78298 Customer Contact Name: Charlene Richardson Customer Contact Telephone #: 210 233 3908 Customer Contact Email Address: [email protected] Years as a Customer: 2008 to Current (Kiosk) Contract Value: Confidential Services Provided: TIO corporate kiosk payment solution was deployed in 2008 and continues to fulfill the need of accepting cash payments at SAWS payment offices.

M. Exceptions

1 Detail proposed alternative forms of contract or exceptions, if any, to the City of Tacoma Services Contract per Section 4.08 C. and City of Tacoma Standard Terms and Conditions.

We have reviewed Exhibit A I Requirement and would like to have the opportunity to discuss certain language with the City:

Insurance suggestions:

• General Requirement I.c.2: Be primary and non-contributory insurance to any insurance coverage or self- insurance program the City may maintain. o We agree with this clause but would like to add to the end “should the claims, damages and expenses arise out of TIO’s actual or alleged sole negligence, or TIO’s actual or alleged willful misconduct, criminal activity or breach of this agreement. • Certificate Requirement III.d: Self-Insured Retention and applicable deductible limits must be disclosed on the COI and be no more than $10,000. TIO is responsible for the deductible should a claim occurs and our deductible may not be under $10,000. TIO is paying for the deductible and the City is not required to be involved with the deductible amount. • B. Commercial Automobile Liability (CAL Insurance): Our policy on hired automobile covers up to $50,000 on property damage on hired auto.

Appendix B - Kiosk Screen Flows Appendix C – TIO Networks USA, Inc. Business License Appendix D – Mobile Brochure Appendix E – Kiosk Brochure Appendix F – TIO e-Bills Brochure Appendix G – Walk-in Brochure Appendix H – Architecture Diagrams

txL0002 TIO NETWORKS USA INC. UBI: 602-202-349 Thank you for filing your annual report online Your annual report has been completed. Please print this copy of your annual report and receipt for your records.

Allow 14 days to receive your legal entity registration document in the mail.

Your company Entity name: TIO NETWORKS USA INC. UBI: 602-202-349 State of formation: WA Date of formation: May 02, 2002 New expiration date: May-31-2018

Your fees Domestic Profit Corporation: 60.00 Processing fee: 11.00

Total fees: 71.00 Total payment submitted: 71.00

Business information Principal place of business: TIO NETWORKS USA INC. # 2600 SEATTLE, WA 98101-0000 USA

Company telephone number: (604) 298-4636

Company email address: [email protected]

Is the mailing address of the place of business different from the physical address above? No

Does your company own land, buildings, or other real property in Washington? No

1. Has there been a transfer of stock, other financial interest change, or an option No agreement exercised during the last 12 months that resulted in a transfer of controlling interest?

2. Has an option agreement been executed in the last 12 months allowing for the No future purchase or acquisition of the entity, that, if exercised would result in a transfer of controlling interest?

Nature of business

Type: Other Services

txL0002 Governing People

SHAHBAZI HAMED 1550-250 HOWE STREET VANCOUVER BC V6C 3R8 CANADA, FO 00001 BURNHAM WILLIAM L 9855 DOUBLE R BLVD #125 RENO, NV 89521 419 PARK AVENUE SOUTH #807 BARIS BRETT NEW YORK, NY 10016 1680 VINE ST #606 LOS SCHUTTE ARJAN ANGELES, CA 90027 CHEUNG RICHARD 1550-250 HOWE STREET VANCOUVER BC V6C 3R8 CANADA, FO 00001 CAWKELL KENNETH 439 HELMEKEN STREET VANCOUVER BC V6B 2E6 CANADA, FO 00001 Registered agent

Agent type on file: Business

Agent name on file: MALCOLM HARRIS

Agent's office street address on file: 601 UNION ST #2600 SEATTLE , WA 98101-0000 USA

Agent's mailing address on file: Same as registered office address.

Request agent change to

Request Agent type change to: Business

Request agent change to: MALCOLM HARRIS

Request agent office street address change to: 601 UNION ST #2600 SEATTLE, WA 98101-0000 USA

Request agent mailing street address change to: Same as registered office address.

Person completing this annual report

Submitted By: Other

Title: Employee

Name Navjot Gahley

txL0002 Annual report certification: I am the person listed above and I certify under penalty of perjury that the renewal information submitted is true and correct to the best of my knowledge. I understand that deliberately submitting false information may be punishable as a gross misdemeanor. RCW 43.07.210

Date Submitted: Apr-20-2017

txL0002

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TIO Kiosk Logical Architecture

API Kiosk Server

Data Layer

Architecture

TIO's kiosk solution communicates with our API servers in our datacenter. The API servers marshalls commands and queries to our data layer. Automated business Automated processes dispatch ACH files etc. so that with settlement with our billers can occur. Business Processes (ACH files etc) The API solution is a messaging based application built using the Microsoft WCF application delivered on the WIndows stack.

Banks / Settlement