Hosting Center
Govolution maintains, manages, and secures our software, hardware and services at a secure co-location facility, complete with back-up. This model allows our clients to reduce costs on hardware and technical staffing as well as cutting time to market. Our customers are guaranteed regular system maintenance, quicker access to technology upgrades and improved security.

Velocity Payment System Upgrades & Maintenance
Our software maintenance agreement includes enhancements and new versions of VPS approximately every six months. Its open source, Java-based system architecture allows Govolution to deliver software enhancements without any service interruption.

The Velocity Payment System is designed to offer citizens round-the-clock access to government services. Govolution monitors the system continually. We perform routine platform and software maintenance during pre-scheduled periods to ensure minimal service disruption. Our hardware architecture is redundant throughout, including clustered switches, firewalls, application servers, networks, and power supplies.

Platform Operations and Scalability
VPS is built to accommodate the cyclical nature of public-sector payments and it is scalable to meet growing transaction volumes. Our operational standards stipulate that Govolution operates our platforms at 30 percent of maximum. This self-imposed threshold guarantees processing capacity for all clients. To date, Govolution-hosted infrastructures have delivered 99.99% uptime to over eighty current accounts.

Security Monitoring and Policy Enforcement
Govolution maintains a NIST 800-18-based security policy, which lays out clear policies on application, operating environment, and personnel standards. Our work with the U.S. Treasury required Govolution to satisfy numerous audits and certifications focused on security. Govolution employs only the most secure technologies and methodologies to meet stringent federal regulations regarding e-commerce security. Our solution employs SSL-based encryption, certification mechanisms for authentication, integrity and non-repudiation of payments, multiple firewall tiers and Intrusion Detection System sensors.

All Govolution network servers and workstations with direct access to the payment network are hosted in secure facilities. All customer and network information is stored at physically secure, guarded facilities and is not directly accessible through the Internet.

Additionally, Govolution project and technical staff are in process to receive moderate risk security clearances to maintain “Positions of Public Trust” as described by the U.S. Office of Personnel Management. Many have held Secret and Top Secret clearances with the federal government.

Transaction Protection
Govolution provides state-of-the-art transaction protection. Our technologies include authentication, integrity and non-repudiation of payments and address verification systems (AVS).

Customer Service/Technical Support
Govolution’s technical customer support is a 24-hour-a-day, 7-days-a-week operation. During standard business hours, customers may contact a customer service representative via a toll-free phone number. At night, on weekends and during holiday hours, the Govolution technical staff is available for emergencies.

Additionally, Govolution can offer “self service” customer support through online help and Frequently Asked Questions (FAQ’s) as well as an interactive voice response (IVR) option. If requested, our customers can seek a fully operational help-desk option to handle their customer’s requirements through our partners: TeleTech or PRWT Services, Inc.

TeleTech is a leading provider of strategic customer management services. Employing nearly 17,000 people in the U.S. and Canada, TeleTech services some of the world’s largest enterprises handling two million customers’ requests every day.

PRWT provides a full range of call center services for inbound and outbound calls for issues ranging from claims/complaint resolution and order inquiries to marketing support.

Access & Transaction Management
The Velocity Payment System is designed to enable client administrators to manage system access, accounts, and reporting, and to perform financial transactions. Control is divided into enterprise and non-administrative users. Enterprise users have broad access and control user accounts, toggle AVS rules, and view reports. Non-administrative users have defined access to tasks allowed them by enterprise administrators. They can, for instance, view real-time transaction reports, run detailed searches, download dynamic data, and perform voids or credits. Govolution provides training and assistance in all these areas.