REQUEST FOR PROPOSAL FOR DIGITAL GOVERNMENT SERVICES ISSUED BY
THE OFFICE OF THE STATE TREASURER, DEPARTMENT OF STATE AND
DEPARTMENT OF TECHNOLOGY AND INFORMATION
CONTRACT NUMBER: TRE20104-DIGITALGOV
By this request for proposal (the “RFP”), the Office of the State Treasurer (“OST”), on behalf of
itself and the Cash Management Policy Board (the “Board”) the Department of Technology and
Information (“DTI”), and the Department of State (“DOS”) are seeking proposals for the following
products and services:
• Web and application design
• Payment gateway
• Merchant processing and
• Account reconciliation and fee analysis
(collectively, “Digital Government”). Qualified businesses (“Vendors”) shall have substantial
electronic payment and public sector experience and be incentivized to provide an integrated set
of Digital Government services that will result in a simplified online experience for customers
accessing State of Delaware (“State”) government applications and services.
This RFP is issued pursuant to 29 Del. C. §§ 6981, 6982(b) and 6986.
The tentative timetable for this RFP process is as follows:
Deadline for Vendors’ Questions
Deadline for State Responses - Q&A Closed and
Deadline for Vendors Proposal Submission
Date for Invitation
Finalist Selected / Begin Contract Negotiations
Estimated Award Notifications (Board Approval)
Complete Contract Negotiations
12/4/2020 (4:00 PM
Week of 01/11/2021
Week of 02/01//2021
Week of 02/15/2021
There will be no pre-bid meeting associated with this RFP.
This RFP is not an offer. The State reserves the right to cancel this RFP or modify the above RFP
dates at any time, and for any reason.
State of Delaware
Vendors are expected to fully inform themselves of, and by submitting a proposal shall be deemed
to have read, understood and unconditionally and irrevocably accepted, all conditions,
requirements, and specifications of this RFP and all attachments and exhibits, subject only to the
exception process provided for herein.
B. Proposal to Remain Open
Vendors that submit a proposal in response to this RFP shall be deemed automatically to have
consented and irrevocably agreed to keep any such proposal open for six (6) months after the
deadline for Vendors’ proposal submissions, or for such additional period as the State and any
Vendors may agree upon. Rates and fees quoted in a proposal shall remain fixed and binding on
C. Contract Term
The original term of the contract between each successful Vendor and the State shall be five years,
with three one-year extension options, each exercisable in OST’s sole discretion, subject only to
D. Designated Contact:
This RFP process will be managed by OST’s Chief Operating Officer (the “Designated Contact”):
Chief Operating Officer
820 Silver Lake Boulevard, Suite 100
E. Submission of Written Questions
All questions about the RFP shall be submitted to the Designated Contact listed above via e-mail
on or before 4:00 p.m., prevailing Eastern time, on October 30, 2020.
Questions should be directly tied to the RFP and asked in consecutive order from beginning to
end, following the organization of the RFP. Each question should begin by referencing the RFP
page number, heading and subject number to which it relates.
The State will provide written responses to questions from prospective Vendors no later than
November 13, 2020. Responses will be placed on http://bids.delaware.gov.
A. The Cash Management Policy Board
The Board has statutory authority over the investment and deposit of State funds, including the
selection of financial institutions that provide investment and banking services to the State. The
State of Delaware
Board is comprised of nine (9) members, including five (5) Delaware citizens appointed by the
Governor. The remaining four (4) members are State government officials (the State Treasurer,
the Secretary of Finance, the Secretary of State and the Controller General) who serve ex-officio.
The Board has two standing committees – an Investment Subcommittee and a Banking
Subcommittee. The Banking Subcommittee has standing authority to address and make
recommendations to the full Board with respect to merchant processing and Payment Card
Industry (“PCI”) compliance issues.
The Board meets at least four times a year. Each standing committee also meets at least four
times a year.
The Board historically has approved the selection of merchant processing providers and has
proposed guidelines governing the deposit of State agency credit and debit card receipts in
B. The Office of the State Treasurer
OST serves as the administrative arm of the Board and coordinates all meetings of the Board and
its committees. OST also has primary responsibility for gateway services, including the selection
of the State’s primary gateway vendor, and manages the State’s relationships with Board-
approved merchant processors and PCI vendors.
C. The Department of Technology and Information, Department of State and Government
DTI is the central information technology organization of the State with responsibility for
providing IT services to agencies and other governmental entities. In addition, DTI also
coordinates the strategic direction and standardization of Information Technology across the State
executive branch including the adoption, where appropriate, of common technologies, toolsets,
and processes/procedures applicable to all agencies of the State. Many of these agencies operate
with their own internal and external information technology capabilities with separate funding
streams, lifecycles, functional requirements, and compliance guidelines.
Since the early 2000s, the State has operated an online presence comprised of many websites and
interactive database-driven applications that provide a wide range of functionality. Today
hundreds of websites and online applications are managed by dozens of state agencies, each with
a different focus, customer-base, technology platform, and revenue model. Some applications
accept online payment while others do not. Many exist primarily to provide information to the
public about services offered, while some are designed to perform a specific function for a select
user group or business need. Many applications maintain their own online user registries while
others use shared credentials made available through centralized authentication and authorization
systems. While IT standards promulgated by DTI have helped ensure some uniformity for these
applications, the State’s technology portfolio should be understood by Vendors as heterogeneous
and partially non-standardized when viewed as a single enterprise technology platform.
1 The guidelines are available here: Cash Management Policy Board Guidelines [link].
State of Delaware
DTI works with the Department of State’s Government Information Center (“GIC”) helping
citizens connect to their government via the Internet. GIC assists state agencies, divisions, and
local governments with the creation and maintenance of their websites and leads the statewide
Common Look & Feel (“CLF”) branding initiative.
D. Web and Application Design Services
The State maintains a strong interest in providing a single-entry customer experience platform for
users that integrates richer capabilities that might be associated with a uniform set of web and
mobile experiences. The State desires a new approach that provides existing State websites and
applications with opportunities for flexible integration with a central Digital Government portal.
Such integration is intended to include uniform online payment, directory/search, forms, and other
user experience capabilities that result in a more seamless and unified experience, across all
devices, for citizens and business customers. Accordingly, the web and application design
services resulting in a Digital Government portal are defined to include work necessary to support
and manage the development of a flexible, unified, and interactive online experience for citizens,
businesses, and other stakeholders interacting with the State online. Users must have a consistent
and intuitive experience across services, can login once to access services anytime, anywhere,
from any device and can trust the information or transaction is secure and valid.
E. Payment Gateway
Govolution is the State’s principal payment gateway provider since 2001. The contract was
previously managed by DTI before being transferred to OST in 2019. In 2018, $1.5 billion of
agency credit, debit and ACH payments were transacted through Govolution’s payment gateway
Other miscellaneous payment gateways are utilized at certain State agencies to accommodate the
differing business needs. Most of the State’s payment card hardware is provided by Govolution,
though some agencies utilize Fiserv hardware.
F. Merchant Processing Services
Bank of America Merchant Services (“BAMS”), a joint venture between Fiserv, Inc. and Bank
of America, N.A., was the State’s incumbent merchant processer from 2017 to 2020. As a result
of the dissolution of BAMS, the State’s merchant processing contract was assigned to Fiserv.
Fiserv is now responsible for (i) processing, settling all credit card and debit card transactions,
(ii) providing hardware and software solutions to conduct bank card and ACH transactions and
(iii) the coordination of PCI compliance requirements between the State and its card brands. The
State of Delaware currently has approximately three hundred (300) Merchant Identification
Numbers in use by more than twenty (20) departments in more than sixty (60) locations.
The merchant processing contract commenced on December 27, 2017, and the initial term expired
on December 26, 2020. OST has exercised one optional one-year extension through December
26, 2021 and has one one-year option remaining.
State of Delaware
OST is responsible for ensuring PCI compliance across all State agencies. Technical assistance
and network scanning are provided by DTI and state agency resources. For PCI purposes, the
State is comprised of eighteen Level 3 and Level 4 merchants. In 2019, OST contracted with
CampusGuard, a Qualified Security Assessor (“QSA”), to provide access to a Self-Assessment
Questionnaire (“SAQ”) portal and agency questionnaire assistance.
G. Account Reconciliation and Fee Analysis
OST has historically utilized various electronic account analysis products for bank and merchant
account reconciliation. Collections and disbursement account reconciliation is performed using
T-Recs software, and account statement analysis is conducted using SmartAnalysis software,
both provided by Trintech, Inc.
III. Scope of Services
The Scope of Services for this RFP is detailed in Appendix B.
IV. Minimum Requirements to Apply
Proposals that do not meet the following minimum requirements, or that do not comply with the
specifications or material terms and conditions of this RFP, may be considered non-responsive
and rejected. Vendors must clearly demonstrate in their proposals how they meet the following
1. Vendors must have at least three (3) years of continuous experience providing the Digital
Government services that they propose to supply.
2. Merchant processing and payment gateway Vendors shall be Payment Card Industry Data
Security Standards (PCI-DSS) certified/compliant.
3. Vendors shall have at least three (3) years of continuous experience providing Digital
Government services to government entities.
The State does not wish to dissuade an otherwise qualified Vendor from submitting a proposal
based on the foregoing minimum requirements if legitimate business reasons or industry practices
mitigate or eliminate the need for any such requirement. Vendors who fail to meet a minimum
requirement must explain in detail in its response the reason or reasons why the State should
excuse non-compliance. The State shall have discretion to accept or reject any such explanation
and waive any minimum qualification requirement.
V. RFP Issuance and Submission of Proposals
A. RFP Issuance
1. Public Notice
Public notice has been provided in accordance with 29 Del. C. § 6981.
2. Obtaining Copies of the RFP
State of Delaware