Agenda Item 10.2 - PSN Service Agreement

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The following are responses from the cities of Albertville, Annandale, and Maple Lake regarding their experiences with Payment Service Network. Citv of Albertville: 1. We take a1l payment from PSN, the majority is Uti(ity bills, then residents can pay for their permits, but the dollar limit on permits is under $1,000. I don't want builders using credit cards to pay the permits. 2. Our customers seem very satisfied with PSN 3. We have been very happy with their service, I know when we caN for something customer service is great 4. Imp(ementation went well, we had no major issues. I worked wrth PSN for 6 months before we implemented assisting them in the process of what needs to be written in the program to work flawlessly with our utility software. 5. We have been using PSN, live, for 2% years 6. We use Banyon, and we used to use Revtrak. When we went with PSN we went from processing $11,000 in e/ectronic payments via the internet (not ACH we do that internally) to $49,000. We no longer get those checks from the bank where people pay via fiheir financial institution, those f/ow through PSN now. We do not use their e-bill because i can send e-biils free through Banyon. It was a good switch to PSN. Citv of Annandale: We receive credit cards payments processed on the terminal, through our websrte, and through autopay. We a/so received payments that are processed through bank pay if the bank it set up to do that. We use to get 30+ payments from banks for customers thaf use bank pay. It is now down to 2. It was a great improvement and we are very happy with the service. 1. Our customers are very satisfied with the service. We currently have 25% of our customers that are participating in the autopay. This number does not include fhose that are coming in and pay with credit card or logging into our website and paying that way. We implemented the auto bi!l about 2 years ago and that is going very well also. People are electing to receive their bill electronically instead of a paper bill. We don't have 25% on that but every week we have more people signing up. 2. PSN customer service is very good. Anytime we have had an issue they will get back to us within 24 hours. If we have an urgent issue they work wiih us qcrickly fo get the issue resolved in a timely matter. PSN has worked with our accounting software to get some of our issues resolved. One ihing that was unique to our City was we set our renta! properties up in the owners name and put the renter as a tenant on that account. It got unique in the fact that we actually have two cusfomers for the same account number. PSN worked with our software people to get this option up and running so that either the renter or the owner could go online and make a payment. 3. The implementation process went well. We started out with processing payments here on the terminal. After a few months we then went to putting the link on our websrte so people could go out and make their payment that way. Our last integration was the autopay. Every step went smoothly.