RFP # C000468-Enterrpise Multi-Channel Payment Solution

Exhibit 5 – Department of Motor Vehicle Use Case

FOR INFORMATIONAL PURPOSES ONLY

The Department of Motor Vehicles (DMV) administers the State’s motor vehicle laws, promotes traffic safety, protects consumers and personal information while providing customer services to the residents and businesses of this state. There are primarily two use cases for DMV payment transactions, online at the DMV website and in person (face-to-face) at DMV issuing officeslocated throughout NYS.

Online Transactions

The DMV customer is at the agency’s website where the customer completes all data fields necessary, except payment information, to complete one or more selected transactions. The transactions could be the purchase of driver manuals, registration renewals, duplicate driver's license documents, or any one of about 40 different transactions. The future, high-level payment processing flow is as follows:

  • The customer enters required data for one or more fee generating transactions on the DMV website.
  • The customer is ready to pay and clicks button to move to payment processing.
  • The customer is sent to a vendor provided/operated payment gateway that has the same look and feel as the DMV website.
  • The customer's transactions and the associated fees are displayed on the payment page of the payment gateway.
  • The customer chooses their payment method, including but not limited to checking account (ACH/eCheck), credit card, PayPal. The customer may split the amount due across multiple payment methods.
  • The vendor provided payment gateway prompts the customer to input the necessary data to complete the payment(s) via the method(s) selected by the customer.
  • The multi-channel payment solution provides real-time notification to the customer on whether the payment was authorized or declined.
  • The customer is sent back to the DMV website and nopayment data subject to PCI DDS requirements is shared with DMV systems.
  • The customer receives a DMV-generated receipt showing the transactions and payments.
  • The multi-channel payment solution creates an electronic daily report of settled transactions and associated metadata, and provides DMV with online access to this information. Data includes the unique DMV transaction identifier and the vendor unique transaction identifier.
  • The multi-channel payment solution provides data at a sufficient level of detail that each business transaction and associated payment can be identified within each executed payment.

In Person (Face-to-Face)

The DMV customer is at a DMV issuing office and is working with a DMV Customer Service Representative (CSR) to execute one or more transactions that require payment. The future, high-level payment processing flow is as follows:

  • At some point in the transaction, the customer needs to attest to a transaction, register to vote, or perform some non-payment transaction electronically. This requires the collection of non-payment related data from the customer.
  • The CSR, using the DMV point-of-sale system, enables a CustomerFacing Device (CFD) on which the customer may perform the attestation or non-payment transaction.
  • The CFD is programmed by the vendor to present the appropriate screens, prompt for and record responses, and return the non-payment data to the computer to which the payment terminal is attached. The returned data must include a unique identifier to associate the collected data to a DMV customer file.
  • The CSR continues with data entry for other transactions that the customer needs to complete.
  • In the end, the customer has one or more transactions for which they need to pay. Payment may be split between one or more of (1) cash, (2) a single eCheck payment, or (3) one or more credit and/or debit card payments. The payment processor accepts pre-paid credit cards as credit cards.
  • The CSR prompts the CFD to collect the non-cash amount from the customer.
  • The CFD displays the customer's transaction(s) and fees.
  • The CFD prompts the customer to pay by either or both of (1) a single eCheck payment, or (2) one or more credit and/or debit card payments.
  • The CFD displays a receipt to the customer detailing the payments (including cash) and the transaction information.
  • The CFD returns data about the payment(s) to the computer to which the payment terminal is attached. This data includes the unique DMV transaction identifier and the vendor unique transaction identifier.
  • The payment processor stores data about the transaction and will allow the DMV POS system to retrieve and print the receipt at a later date and time.
  • The payment processor will provide the ability for the DMV POS system to void or refund the payment on the same day as the transaction was performed.

Variations of the use cases above include the need for DMV employees to process payments:

  • Without the customer physically present. For example, a DMV call center agent needs to be able to process a credit card payment by taking the payment information from the customer who is on the phone.
  • Via stand-alone payment terminals that do not return data back to DMV systems. For example,a DMV FOIL office takes credit cards for FOIL requests. This is done through a payment terminal where the transaction goes straight to the payment gateway/payment processing vendor. There is no connection to any DMV system, the terminal collects the funds and the result is noted manually in FOIL processing.

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