Exhibit 1 - Agenda Information Sheet - Amend 1City of Denton
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AGENDA INFORMATION SHEET
DEPARTMENT: Procurement
ACM: Cassey Ogden
DATE: November 19, 2024
SUBJECT
Consider adoption of an ordinance of the City of Denton, a Texas home-rule municipal corporation,
authorizing the approval of a first amendment to a contract between the City of Denton and Invoice Cloud,
Inc., amending the contract approved by City Council on September 28, 2021, in the not-to-exceed amount
of $1,500,000.00; said first amendment to provide additional funding for charges through the contract term
for online billing portal and payment services for the Customer Service Department; providing for the
expenditure of funds therefor; and providing an effective date (RFP 7697 – providing for an additional first
amendment expenditure amount not-to-exceed $375,000.00, with the total contract amount not-to-exceed
$1,875,000.00).
STRATEGIC ALIGNMENT
This action supports Key Focus Area: Pursue Organizational Excellence.
INFORMATION/BACKGROUND
Invoice Cloud online payment solution provides secure, private, and Payment Card Industry (PCI)
compliant solutions with real-time integration with the utility billing system to electronically accept online
payments using all major credit and debit card brands, as well as eCheck and digital wallet methods for
Google Pay. Invoice Cloud’s comprehensive online payment solution provides increased operation savings
in both time and money through streamlined self-service functions such as:
- Flexible online payment options that meet business rules and help customers pay their bills on time
when it suits their budget, whether registered or not. Registered customers can schedule recurring
payments to pay a certain amount on the same day every month. Registered or non-registered
customers can set up autopay for the full invoice amount on the invoice due date or schedule one-
time future payments via credit/debit card or ACH.
- Fully integrated IVR provides a seamless customer experience that promotes self-service and the
ability to reduce inbound customer calls. Enhanced features include Caller ID authentication, the
ability to store payment information (Tokenization) for future customer payments, and offer
customers the ability to request a text message with a secure payment link to their mobile phone.
- Pay by text which sends customers a text notification with a direct link to the payment site with no
long-in or reauthentication required. Customers can create calendar and SMS text reminders in
calendar applications such as Apple and MS Outlook, or schedule one-time text reminders.
City Hall
215 E. McKinney Street
Denton, Texas
www.cityofdenton.com
- Improved customer communications that engage more customers to utilize online payment options
without calling, walking in, or mailing physical checks through targeted and automated messaging.
Ability to send automated, event-driven email and text reminders and notifications with a link to
make payment without being redirected to the log-in site.
The anticipated business gains based on Invoice Cloud’s documented results were the following.
- Increased Customer Awareness & Satisfaction
- Reduction of Bill Print/Mail Costs (Up to $140,000 Annually)
- Decreased Account Delinquency (Up to 13% Reduction)
- Reduced Payment Calls (Up to 10 Hours Weekly)
These are the actual results.
- Reduction of Bill Print/Mail Costs - $70,000 Annually at Current
- Decreased Account Delinquency – 14.6% Reduction
- Reduced Payment Calls – 23 Hours Weekly
Performance results indicate that customer awareness and satisfaction with the platform are high.
Additionally, since the implementation of Invoice Cloud, customer adoption of electronic payments has
increased by almost 40% from 375,000 transactions per year to approximately 550,000 creating the need
for additional funding.
The City’s contract with Invoice Cloud expires on September 27, 2026, but a formal solicitation will be
released in Spring 2025; however, the NTE amount will be exhausted by February 2025. The additional
funding requested by this amendment will help complete FY2024-25 and continue the online account
management and payment services until a new contract can be procured.
PRIOR ACTION/REVIEW (Council, Boards, Commission)
On September 28, 2021, City Council approved a contract with Invoice Cloud, Inc., in the not-to-exceed
amount of $1,500,000.00. (Ordinance 21-2119).
On November 18, 2024, this item will be presented to the Public Utilities Board (PUB) for consideration.
RECOMMENDATION
Award Amendment No. 1 with Invoice Cloud, Inc., to provide additional funding for charges through the
contract term for online billing portal and payment services for the Customer Service Department, in a not-
to-exceed amount of $375,000, for a total amended contract amount of $1,875,000.
PRINCIPAL PLACE OF BUSINESS
Invoice Cloud, Inc.
Braintree, MA
ESTIMATED SCHEDULE OF PROJECT
This contract will expire on September 27, 2026.
FISCAL INFORMATION
These services will be funded from Customer Service account 870100.7912. Requisitions will be entered
on an as-needed basis. The total amended amount of this contract is $1,875,000.
EXHIBITS
Exhibit 1: Agenda Information Sheet
Exhibit 2: Original Ordinance and Contract
Exhibit 3: Ordinance and Amendment 1
Respectfully submitted:
Lori Hewell, 940-349-7100
Purchasing Manager
For information concerning this acquisition, contact: Christa Foster, 940-349-7412.
Legal point of contact: Marcella Lunn at 940-349-8333.