Exhibit 22 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 324-25, S.D. Cal. No. 3:21-md-02992)

Record facts

U.S. District Court for the Southern District of California · No. 3:21-md-02992-GPC-MSB · Doc. 324-25 · 2024-08-29 · Docket on CourtListener

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Exhibit 22 
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Connecting California to Infinite Possibilities 
Response to State of California Electronic Benefits Payments I 
Solicitation RFP No. 65466 
Volume I 
- EPB Service Proposal [ 
MASTER COPY 
Submitted by 
Dawn Haddock 
Director, Sr.Treasury Sales Officer 
916.326.7825 
dawn.e.haddock@bami.com 
July 10, 2015 
Jonathan Millard 
SVP, Market Leader 
415.913.2834 
jonathan.rnillard@baml.com 
EXHIBIT 
7i  
Sabrina Clark 
VP, Project Manager 
916.730.2948 
sabrina.clark@bankofamerica .com 
Bankof America 
Merrill Lynch 
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July 10, 2015 
Rose Liu 
Employment Development Department 
800 Capitol Mall, MIC #62-C 
Sacramento, CA 95814 
Dear Ms. Liu: 
Bank of America Merrill Lynch is pleased to respond to the State 
of California, Employment Development Department (the EDD) 
REP for Electronic Benefit Payments (EBP). For the past five 
years, we have worked closely with the EDD to successfully 
establish an unprecedented program. Californians now have a 
safer, more flexible and convenient method to access their 
benefits payments. 
We stand ready for the next era. 
As your current provider, we are ideally positioned to help you 
build upon the vast success of your EBP. We look forward to 
adding new program enhancements that will deliver even 
greater customer satisfaction and operational efficiency. 
Staying the course toward infinite possibilities 
By remaining with Bank of America Merrill Lynch, you assure 
your beneficiaries uninterrupted service and unwavering 
reliability. What's more, we can immediately begin working 
toward new innovations and improvements that take the 
program to even higher levels of success. We will leverage past 
successes and best practices, as well as emerging technologies, 
to help you continue fulfilling your organizational mission well 
into the future. We bring you the following distinct advantages 
that no other provider can match: 
• Solid program continuity 
- We can help the EDD avoid the burdensome and costly process of 
transitioning to a 
new provider. Your employees can continue focusing on their core duties and perhaps 
most importantly, avoid the learning curve that inevitably comes with moving to a 
new provider. 
• Unrivaled ability to assure success 
- 
Through our experience with the EDD, we have developed a 
keen 
understanding of exactly what it takes to sustain an EBP program of this magnitude. No other provider 
comes close to our level of insight or ability to manage a 
program of this size - 
that means you 
maintain the high level of accuracy and low error rate you have come to expect. 
Bank of America 
Merrill Lynch 
A powerful partnership 
At the core of the EBP program's success 
is our close working relationship with the 
EDD. Together, we have successfully 
launched and managed this massive card 
program. We have distributed an 
unprecedented 5.8 million cards, 
processed nearly 750 million 
transactions and handled 15.5 million 
customer service calls. All components of 
this monumental program continue to 
run smoothly, securely 
-
and sustainably. 
Together, the possibilities 
are infinite. 
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• Continued support of the ED 
D's central mission 
-
The focus on claimants continues as we move 
forward into the next era of the EBP program: we see new opportunities that can make the program 
better than ever. By leveraging past successes and best practices, as well as emerging technologies, we 
can help you continue fulfilling your organizational mission well into the future. 
• Superb customer service 
-
We set the bar high and pride ourselves on serving each caller with swift, 
responsive service. Long call hold waits and busy signals are not tolerated at Bank of America Merrill Lynch. 
Our representatives are empowered to use sound judgment and resolve problems quickly. We are 
consistently recognized as being an industry leader in the customer service arena. 
• A 
client team you know and trust 
- 
The EDD will continue to be supported by your current Project 
Manager Sabrina Clark, who is deeply familiar with all day-to-day operations between our organizations. 
Working in tandem with Sabrina Clark, your client team will continue to work diligently and strategically 
to assure your needs are fully met. 
Evolving the program well into the future 
As we look to the future of the program, we are ready to work with the EDD to design additional disbursement 
options for your claimants, providing even greater convenience and efficiency. We will continue to leverage 
emerging technologies and innovations in an effort to refine the EBP program and fully serve cardholders' 
evolving needs and preferences. 
Upcoming plans and possibilities include the following: 
Direct deposit 
- We will share best practices and work with 
you to settle on a 
design for direct deposit functionality that 
accommodates both the needs of the EDD and your 
claimants. 
Mobile capabilities 
- 
Throughout the past five years, we have 
introduced several enhancements as beneficiary use of the 
Internet and mobile has grown, including text message and 
email alerts, and a 
revised cardholder website. We continue 
to seek improvements to meet the rapidly changing ways 
beneficiaries manage their funds. Plans are already in the 
works to refresh the cardholder website in 2016 with 
capabilities that offer easy and intuitive navigation and 
optimal viewing experience across a 
wide range of mobile 
devices. 
• Enhanced security and fraud prevention 
- 
Our cutting-edge 
approach to security is multi-faceted and ever-evolving. We 
are fully immersed in industry best practices and we stay in 
tune with emerging fraud trends in order to effectively 
combat fraud and reduce risk. 
0 
$ 
Direct customer service 
access 
EDD personnel will continue 
to have immediate telephone 
and email access to Project 
Manager Sabrina Clark. As 
you know, Sabrina has 
managed the overall program 
on a 
daily basis since program 
launch. She is your first point 
of contact and responsible for 
assisting with all account 
management and contract 
management needs. 
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Convenient access to funds 
- We understand that it is critical for claimants to have reliable, consistent 
and convenient access to funds. Claimants may make signature and cash-back purchases everywhere 
Visa debit cards are accepted 
- 
millions of locations worldwide. For ATM access, we have 3,745 in-
network ATMs in California, and 15,171 publicly-accessible in-network ATMs throughout the U.S. 
Cardholders also have access to over 70,000 surcharge-free ATMs internationally through our Global 
ATM Alliance. In addition to accessing cash through our extensive ATM network, no other bidder can 
provide as many locations for claimants to access benefit funds over-the-counter via tellers. In the state 
of California, we have 911 Bank of America financial center locations. Claimants may also visit any of the 
7,606 Visa bank or credit union locations in California for over-the-counter cash access. 
Ready, willing and able to meet—and exceed—the EDD's requirements 
Our proposal addresses all considerations of the requirements and includes innovative approaches and 
solutions. 
Bank of America Merrill Lynch will continue to perform the work as described in this RFP and continue to 
provide services and work products within the timeframes specified for each deliverable. Our proven track 
record assures the EDO of our staunch commitment to your organization and our unwavering ability to meet— 
and in many cases exceed—your requirements. 
Bank of America Merrill Lynch agrees to the General Terms and Conditions of this RFP and attests that we have 
read and will comply with the requirements set forth in this RFP. Bank of America stands ready to conclude a 
mutually-agreeable contract to perform to EDO's satisfaction. 
As a 
senior officer of the bank, I 
am authorized to bind the bank contractually. 
Let's get to work 
We look forward to entering the next era of collaboration with the [DO. Building upon the solid foundation we 
have established with a 
highly successful EBP program, we are ideally positioned to fulfill the EDO's 
requirements—exceed your expectations—well into the future. 
The possibilities are infinite. 
Sincerely, 
Dawn Haddock 
Director, Senior Treasury Sales Officer 
Bank of America Merrill Lynch 
Ph: 916.326.7825 1 
Fax: 415.633.0156 
dawn.e.haddock@bami.com 
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Table of Contents 
Narrative Description of Services 
1 
Section IV: Administrative Requirements 
29 
A. 
INTRODUCTION 
29 
B. 
BIDDER RESPONSIBILITY 
 30 
C. 
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS 
31 
Attachment IV.1 Corporate References 
 32 
Attachment IV.2 References for Key Staff 
 44 
Resumes 
52 
Attachment IV.3 Staff Roles and Qualifications Matrix 
 58 
Attachment IV.4 List of Subcontractors 
 66 
D. 
PROJECT STAFFING 
 67 
E. 
ADMINISTRATIVE REQUIREMENTS DOCUMENT CHECKLIST 
 72 
F. 
COVER LETTER 
73 
G. 
MINIMUM QUALIFICATIONS CERTIFICATION 
74 
Attachment IV.S Minimum Qualifications Certification 
 75 
H. 
FINANCIAL RESPONSIBILITY INFORMATION 
81 
Attachment IV.6 Financial Responsibility Information 
 82 
1. 
REGISTERED TO DO BUSINESS IN CALIFORNIA 
 83 
Registered to do Business in California 
 84 
J. 
CONTRACTOR CERTIFICATION CLAUSES (CCC-307) 
 85 
State's Contractor Certification Clauses (CCC-307) 
 87 
K. 
DISABLED VETERAN BUSINESS ENTERPRISE PARTICIPATION PROGRAM(DBVE)  92 
L. 
SMALL BUSINESS CERTIFICATION 
93 
Attachment IV.7 Small Business (SE) Certification 
 94 
M. 
EMPLOYEE CONFIDENTIALITY STATEMENT 
95 
Attachment IV.8 Employee Confidentiality Statement 
96 
N. 
INDEMNITY AGREEMENT 
 103 
Bank of America Merrill Lynch 
Table of Contents Ii 
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Attachment IV.9 Indemnity Agreement 
 105 
0. 
INFORMATION SECURITY CERTIFICATION 
 107 
Attachment IV.10 Information Security Certification 
 109 
P. 
DARFUR CONTRACTING ACT 
111 
Attachment IV.11 Darfur Contracting Act 
 113 
Q. 
CERTIFICATION REGARDING LOBBYING AND LOBBYING ACTIVITIES 
 115 
Attachment IV.12 Certification Regarding Lobbying 
 117 
Attachment IV.13 Disclosure of Lobbying Activities 
 119 
R. 
CERTIFICATION REGARDING DEBARMENT 
120 
Attachment IV.14 Certification Regarding Debarment 
 121 
S. 
CERTIFICATE OF INSURANCE (COI) REQUIREMENTS 
123 
T. 
TARGET AREA CONTRACT PREFERENCE ACT (TACPA) 
 126 
U. 
PAYEE DATA RECORD STD.204 
 127 
V. 
PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS(PCI-DSS) 
 128 
W. 
DISABLED VETERAN BUSINESS ENTERPRISE DECLARATION 
 129 
Bidder Declaration (GSPD-05-105)  
 131 
Disabled Veteran Business Enterprise Declaration (STD.843) 
 133 
X. 
IRAN CONTRACTING ACT 
134 
Attachment WAS Iran Contracting Act Certificate 
 135 
Y. 
COMMERCIALLY USEFUL FUNCTION COMPLIANCE 
 137 
Section V: EBP Service Requirements  
 139 
Attachment V.1 Statement of Work Acknowledgement 
139 
Attachment V.2 Statement of Work-EBP Service Requirements 
 149 
A. Administrative  
 149 
B. Administrative Application  
 152 
C. Batch Process, Cash Settlement, and Reconciliation 
 154 
D. Change Management 
 160 
E. Claimant Account Structure, Corrections, & 
Adjustments 
 175 
F. Customer Service  
 181 
G. Disaster Recovery and Business Continuity  
 223 
Bank of America Merrill Lynch 
Table of Contents IU 
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H. Electronic Benefit Payments  
 231 
I. End of Contract Activities 
 244 
J. Fees and Surcharges 
 247 
K. Governing Regulations 
 249 
L. Investigations and Fraud Prevention  
 251 
M. Marketing! Customer Communication 
 257 
N. Project Management 
 275 
0. Project Staffing 
 277 
P. Reports 
 279 
Q. Security 
 291 
R. Testing 
 299 
S. Training  
 304 
Attachment V.4: ATM Location File Requirements 
 307 
Disclosures 
 311 
Bank of America Appendix Items 
 312 
Bank of America Merrill Lynch 
Table of Contents iii 
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Partnership 
0 
Examples of Excellence: Illustrating our commitment to the EDD and 
your claimants 
Over the past five years, Bank of America has continually proven our unwavering dedication to the EDD and your 
claimants. We have taken unprecedented steps to adjust our standard processes and customize procedures in 
an effort to ensure beneficiaries have reliable, convenient and secure access to their funds. Below, we outline 
several examples that clearly illustrate our solid commitment to the EDD and the people who depend on our 
respective organizations each day. 
Language capabilities 
The EDD and the State of California serve a 
diverse population. A 
critical concern of the 
EDD upon launch of the program was to 
ensure the Customer Service Center 
supported the core languages of English, 
Spanish, Armenian, Tagalog, Punjabi, 
Cantonese, Mandarin and Vietnamese. We 
currently provide live representative and 
automated phone support through the IVR 
in all state core languages. In addition to 
these languages, we also offer additional 
capabilities through a 
language line service 
where over 240 different languages are 
supported. 
Flexibility during critical times 
We recognize that in a 
program supporting 
millions of claimants, challenges can arise. 
Solutions require teamwork, flexibility and 
trust. During the recent internal 
enhancement to California Unemployment 
Benefits Services (CUBS), claimant payments 
were delayed due to information technology upgrade needs. We were able to be flexible and move the file 
processing time by two hours, allowing the EDD to keep the system up longer during the day and therefore 
enabling the agency to reduce payment backlogs. 
A 
top-rated customer service center focused on serving your claimants 
We have continually provided stellar customer service to EDD claimants with a 
call center staff that is primarily 
based in California and fully dedicated to prepaid card programs. Whether it is our multiple language support, 
the support we provide to Authorized Representatives of claimants, live representative assistance for direct 
deposit transfers or Emergency Cash Transfers via Western Union for those in critical need of funds, providing 
excellent service is our top priority. 
Bank ofAmericMerriJI Lynch 
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Partnership 
0 
With the permission of the ED 
D, to assure that we are continually providing the best possible customer 
experience for cardholders, we regularly solicit feedback from those who call in. After our first two months of 
surveys, in July 2014 we reviewed the survey results with the EDO as part of the executive leadership meeting. 
The EDO indicated they were impressed with the survey results and 
requested to send personnel members to tour the Bank of America 
call center. During the upcoming visit, the EDO is looking to gain 
valuable insights and learn best practices to achieve similar 
satisfaction in their own center. 
Combating fraud with proactive initiatives and 
ongoing communication 
We continue to meet quarterly with the EDO to discuss the 
evolving trends and formulate the most effective ways to protect 
EBP claimants from fraud. The protection of cardholders is 
paramount and communication is a 
key component. For example, 
in the situation where we became aware of a 
"phishing" event we 
worked with the EDO to alert cardholders and placed important 
messages on the cardholder website for their awareness and 
protection. 
In 2013, we introduced the Fraud Policy Manager to the EDO investigations team and, as a 
result, bi-weekly 
touch-point meetings take place. We have also developed a 
standard communications process whereby the EDO 
can notify us of any large fraud issues that may cause a 
negative impact to cardholders. 
Communication and a 
strong working relationship is key to fraud mitigation, and together we have built a 
series 
of routines and implemented best practices to protect the program and manage to industry-low fraud levels. 
Over the past several years, as reported regularly in the media, there has been a 
significant increase in the 
number of breaches external to Bank of America where card data has been exposed. As a 
result of these recent 
merchant card data breaches we have not had to perform any mass reissuance of prepaid cards. 
Since Bank of America is responsible for external transaction fraud on cards that we issue as part of our Zero 
Liability guarantee, we take a 
risk-weighted approach to review the likelihood that a 
card number will be used 
for fraud and minimize any negative experience to cardholders whose funds have not been impacted. Our 
prepaid portfolio has not seen an increase in fraud losses associated with these recent merchant data breaches 
and neither our clients nor cardholders have suffered any financial loss. 
Regular program reviews keep 
EDO leadership informed 
During our bi-monthly meetings 
with the EDD executive 
leadership team, we discuss 
program performance and 
share information on any 
upcoming activities. 
Our bank card fraud prevention and monitoring is ranked tops in the country and has been named "Best Overall 
Identity Safety in Banking" for nine consecutive years by Javelin Strategy & 
Research - 
a 
leading provider of 
independent industry specific quantitative research. The extensive fraud mitigation strategies our prepaid team 
utilizes are sophisticated, and have successfully mitigated large fraud losses. 
Bank of America is committed to being at the forefront of fraud and data security strategies, benefiting the EDO 
and all of our respective cardholders. In the event a 
cardholder's card is compromised they are protected 
against unauthorized card use by Bank of America Zero Liability, a 
plan that exceeds the protections offered by 
Regulation E 
and standard network zero liability plans. 
S.- •,- -1.- 
- 
- 
Bank of America-Merrill Lynch 
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Partnership 
0 
Our greatest differentiator: a 
proven track record of solid ability and 
unwavering commitment 
As your current provider, we are ideally positioned to build upon the vast success of your EBP. The EDD has the 
opportunity to grow and evolve its program on the stable foundation we've built together. We can continue 
moving forward with program enhancements that will derive even greater customer satisfaction and operational 
efficiency, such as direct deposit. 
By extending the partnership with Bank of America, you assure your beneficiaries uninterrupted service and 
unwavering reliability. You eliminate the burdensome, costly and uncertain process of transitioning such a 
large 
and complex program to a 
new provider— as well as the risk. The EDD can focus on delivery and strategic 
priorities, while personnel focus on core duties instead of a 
distracting and massive transition effort. Further, 
and most importantly, we are confident that the EDD already manages the best prepaid card program in the 
nation for the benefit of all California claimants. 
Since the program launched in 2010, we have worked side-by-side with the EDD to make process refinements 
and procedural adjustments that assure a 
successful program. We continually ensure that your claimants get the 
funds they depend on, when they need them. At your program peak, we were able to process 560,000 
enrollments per month and managed our capacity accordingly. In the current environment we stand ready for 
any surges in volume. 
Since your program launch, while several high-profile providers have exited the prepaid disbursement space, we 
have invested in our capabilities and grown to meet the evolving needs of our clients. Our commitment to our 
clients and this public sector industry is dependent upon our ability to manage economically sustainable 
programs. 
Our commitment to this product offering is evidenced by our continuous process improvements and more 
efficient business model. As a 
result of our efforts and experience over the past five years, we have developed a 
keen understanding of exactly what it takes to sustain a 
program of this magnitude. No other provider can 
match our insight and understanding of the complexities and nuances of your program. No other provider can so 
clearly demonstrate an unwavering commitment to your organization. No other provider has a 
track record that 
clearly proves our capabilities and our dedication. 
We appreciate the strong relationship we've built with the EDD and we are enthusiastic about continuing and 
expanding it for many years to come. The possibilities are vast. 
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Partnership 
0 
Bank of Amrica Merrill lynch 
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Continuity 
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Continuity 
Continuing along a 
successful path 
Continuous growth: transformative technologies and 
ongoing process improvement 
We maintain a 
staunch focus on claimants as we hone our processes and 
integrate new technology. For instance, we have significantly scaled our 
operations 
- 
from card production to banking center cash advances to call 
center management —to be more efficient and effective. 
The focus on claimants continues as we move forward into the next era of 
the EBP program: we see new opportunities that can make the program 
better than ever, particularly in this time of rapidly evolving payment 
technology. By leveraging past successes and best practices, as well as 
emerging technologies, we can help you continue fulfilling your 
organizational mission well into the future. 
The public sector client team, card experts and benefit specialists you have 
come to know and trust look forward to continuing our enthusiastic 
support of the EBP program. We will continue to deliver on our promises, 
maintaining close communications and consultative partnership to assure 
continuity of service and reliability for claimants. 
We are proud of our shared achievements, and we look forward to 
building upon these strengths with new innovations that prepare the EDD 
for a 
successful future. 
Where we are today 
Continuity of service I 
Expert program 
management and staffing in place I Cardholder-
centered customer service I 
Effective marketing 
and customer communications I 
Easy access to 
funds I 
Convenient and secure reporting 
Continuously supporting 
the EDD's central 
mission 
Through close 
collaboration and 
strategically developed 
technology, we continue 
to ardently support the 
EDD's mission to deliver 
valuable and innovative 
services that meet the 
evolving needs of 
employers, workers, and 
job seekers. 
WE ARE HERE 
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Continuity 
Capabilities and capacity to support the EDD 
Extending the Bank of America partnership provides assurance of having the high level of accuracy and low error 
rate you have come to expect. We have consistently performed according to your service levels and general 
processing is never above 40% utilization. Bank of America and Visa represent the world's largest card issuer and 
payment network) respectively. Our infrastructure is designed to scale. We manage our systems to a 
standard 
capacity indicator and when exceeded, a 
planned upgrade is initiated. 
For the cardholder IVR and online customer service website, the current threshold is 60 percent. If this threshold 
is ever met, capacity is increased accordingly. With this approach, capacity is scalable and essentially unlimited. 
Based on our existing government prepaid debit card portfolio, anticipated growth and our knowledge of the 
EBP program, we have the capacity for continued service of this program and any future expansions. 
Award-winning customer service: delivering on our promises 
Benefit claimants have enjoyed comprehensive 24/7/365 customer service and responsive support through 
multiple customer service channels. This includes online and toll-free automated phone system with the option 
to speak to a 
live customer service representative. Our call centers are staffed by experienced representatives 
fully dedicated to prepaid card programs. 
Our Carmichael, CA customer service center continues to serve as the primary location for live customer 
service support. This facility employs approximately 75 percent of the staff required to support the EBP 
program. Today, of all calls answered, 70 percent are answered in Carmichael. 
As you know, our call center staff members are empowered to take care of customers 
- we pride ourselves on 
providing stellar customer service to every caller. Long call hold waits and busy signals are not tolerated at Bank 
of America. Your program's average speed of answer is 30 seconds and your average handle time is 230 seconds. 
We understand that customers call because they need help and support 
- 
our 
team is trained to provide that support. Our system is designed to meet all of 
the capacity requirements within the RFP and more. We will continue to meet 
the EDD's requirements by providing robust multi-language self-service 
capability along with live operator support. 
Understanding the urgent need to provide responsive 
support to claimants 
Customers' lives can change quickly - 
and their financial stability is often 
impacted by those changes. Because we understand the stress of a 
change in 
financial circumstances on an individual, the bank adopted a 
customer service 
approach that has our customer service representatives think of themselves as 
the customer. Our customer service staff takes ownership of the claimant's 
issues and supports callers using the appropriate approved scripts, business 
rules, and procedures to provide swift resolution of the caller's issue. They are 
empowered to use sound judgment and resolve problems to the best of their 
ability. They hold themselves and their peers accountable for making every 
interaction with a 
claimant an effective demonstration of our commitment to 
them. We continue to pride ourselves on "Doing the Right Thing" for the 
customer. 
0 
Outstanding Call Center 
Satisfaction 
Each month we measure 
claimant satisfaction with 
our call center. We're 
proud to say we 
continually achieve 94 
percent of claimants 
indicating high 
satisfaction with our 
ability to resolve issues in 
a 
timely and courteous 
manner. 
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Continuity 
The types of reports we provide are listed below: 
Processor 
IVR Reports 
Call Center 
Web Reports 
Usage Reports 
File Processing 
Reports 
Reports 
Reports 
Detailed data such 
Monthly data on 
Monthly data on 
Monthly data on 
Daily, weekly and 
Data related to 
as new accounts 
the performance 
performance of 
performance of 
monthly 
data on 
demographicand 
addeocaro 
ofthe yR in 
Customer Service 
website in 
program usage for 
payment files 
status, cards 
meeting tOP 
Representatives 
meeting tOP 
card funding and 
recek,ed and 
returned as 
project 
(CSRs) in meeting 
project 
transaction 
processed daily 
undeliverable, 
requirements 
[OP project 
requirements 
processing by 
cards activated/ 
requirements 
program type Jul 
cancelled by 
and Dl) specific to 
program type 
[OP project 
specific to FOP 
requirements 
project 
requirements 
Our management team also uses the critical reporting information to measure the team's progress, enhance and 
improve specific program components, and identify areas for future capability improvement. 
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E. Claimant Account Structure, Corrections, & 
Adjustments 
Until EDD is ready to provide claimants the option for direct deposit, the contractor must provide claimants 
the option of establishing direct deposit transfer at no cost to EDD or the claimants. The contractor must be 
able to effect a 
transition from direct deposit transfer to direct deposit with no service interruption to the 
claimants. 
Once direct deposit is available to the claimants, the contractor will be responsible for the direct deposit of 
funds from the EDD to the claimants' bank accounts, including resolution of errors in the direct deposit 
processing. 
Where the claimant has not elected direct deposit into a 
bank account of his/her choice and has instead 
selected to receive benefits via prepaid debit card, the EBP Contractor shall create a 
debit card account for 
each new claimant upon the receipt of claimant demographic and payment data from the EDD. Each claimant 
should have only one account profile with a 
unique identifying number. In the event an existing account is 
compromised, the contractor shall have the ability to assign a 
new debit card account with a 
new account 
number to the same individual when request to do so by the EDD. Each account will be insured up to FDIC 
limits. _Debit Card& can have a 
status of Iriuod, Active, Suspended, CloGS, Inactive, or Reverted. The 
Contractor shall offer claimants the ability to transfer funds from their debit card to their selected bank 
accounts on a 
one-time or recurring basis for the full or partial amounts. 
The debit card account will provide the claimant a 
list of all transactions by date and amount, including 
deposits from the EDD, direct deposit transfers to the claimant's bank account, Point of Sale (PUS), and other 
claimant-generated transactions. Statements will be provided for claimants showing all of their transactions 
for a 
given period of time. Statements will be provided in compliance with Federal Reserve Regulation E 
(Regulation E), which implements the Electronic Fund Transfer Act (EFTA). For claimants who select direct 
deposit of their benefits to a 
bank account of their choice (when it becomes an available option), no EDD 
account shall be created. However, the Contractor shall still comply with any applicable requirements 
imposed by the EFTA and/or Regulation E, such as notice and disclosure obligations. 
For claimants who elect to receive their benefits on the debit card, the account information will include, but is 
not limited to, demographic data including name, address, phone number, and account number. The 
Contractor is required by law to comply with all applicable banking laws governing financial privacy, for 
example the Bank Secrecy Act, USA Patriot Act, Federal Financial Privacy Law, and the Information Practices 
Act of 1977, California Civil Code § 
1798, et seq., and the Fair Credit Reporting Act and Regulation V, 12 CFR 
222.Contractor shall ensure that claimants who receive debit cards will be able to access their real-time 
account information via website, IVR, telephone customer service representative, and ATM. 
For claimants who do not qualify for a 
debit card per banking regulations and do not provide bank account 
information for direct deposit (once it becomes available), the Contractor shall provide an alternative 
disbursement method to the claimants, e.g., digital disbursement services for those who have a 
mean of 
receiving digital disbursement, or check writing services. The contractor shall provide the claimant 
substantiation for any method of benefit payment. 
The Contractor shall follow business rules, processes and timelines for resolving claimant account errors as 
outlined in the Regulation E. This includes errors identified by the claimant or the Contractor. The Contractor 
shall provide documentation that describes how individual claimant account errors are detected and resolved, 
including: 
• How errors identified by the claimant are logged, categorized and resolved and the timeframes 
associated with these processes. 
• How errors identified by the Contractor are resolved and the timeframes associated with the process. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1175 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6918 
Page 17 of 59

DESCRIPTION 
C'NTRACT 0, 
t. 
. 
COMMENT; 
transition and implementation. 
168 
As required by EDD, the Contractor shall document and 
provide to the EDD a 
process to handle identified IVR 
system problems, according to the DED process as 
described in Attachment V.I. E, Description of 
Deliverables. 
y 
169 
The Contractor shall use the EDD approved scripts for 
the claimant IVR, 
y 
170 
The Contractor shall use EDD approved scripts in the 
Contractor's IVR and Call Centers for unanticipated 
events related to EBP processes and transactions. 
Y 
171 
The Contractor shall develop, provide and maintain IVR 
documentation for the EDD approved scripts. 
Y 
172 
The Contractor shall provide the EDD with a 
weekly 
report on program calls unrelated to the Contractor's 
responsibility. 
y 
173 
The Contractor shall develop and maintain an EDD 
Customer Service Manual for CSRs who respond to calls 
from the EDD's claimants, authorized representatives 
or heirs. 
V 
174 
The Contractor shall provide to the EDD an updated 
EDD Customer Service Manual within 30 days from the 
date of any change to the EBP service. 
Y 
175 
As required by EDD, the Contractor shall submit to the 
EDD for review and approval an EDD Customer Service 
Manual for CSRs who respond to calls from EDD 
claimants, authorized representatives or heirs, 
according to the DED process as described in 
Attachment V.I. F, Description of Deliverables. 
Y 
176 
The Contractor shall permit the EDD to conduct 
monitoring on the claimant CSC via remote access at 
least monthly and more frequently if problems have 
been identified. 
V 
177 
The Contractor shall permit the EDD or its designee to 
inspect the Contractor's CSC facility upon the EDO's 
request. 
y 
178 
The Contractor shall keep all databases, servers and 
associated hardware related to the EDD contract in the 
United States and its territories. 
y 
179 
The Contractor shall report to the EDD as soon as the 
contractor becomes aware of suspicious debit card 
activity such as phishing, hacking or compromised PINs. 
y 
180 
As required by EDD, the Contractor shall provide to the 
V 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 183 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6919 
Page 18 of 59

Our approach to problem resolution includes conference calls and in-person meetings with EDD designees to 
review the issue, provide data and detail on the issue, discuss the actions taken, and the steps to be taken to 
support addressing the problem and providing a 
satisfactory resolution. Actions include: 
,Obtáip any call tickets 
asociated with the, problem 
Assess whatremed1ationis 
needed. 
Provide the solution and 
ensureMecessary support 
documentation is completed 
Assisting the EDD with Claimant Problem Resolution 
The bank's Project Manager has access to our internal reporting systems as well as the state's Admin App. 
Between the Admin App and the Visa Prepaid Administration System (PAS), the bank's Project Manager and 
Prepaid Client Support Team, all information related to cardholder enrollment, benefit load dates, times, and 
unique payment IDs, customer service inquiries and complaints, ATM or merchant acceptance issues, and any 
other claimant related problems or concerns can be provided. 
For example, the majority of claimant problem resolution needs surround confirmation of card status and/or 
payments. Within the Admin App, the EDD as well as the Project Manager can query card status and payment 
transactions by accessing the Claimant Transaction Page, inputting either Social Security Number or Claimant ID 
and clicking on "Search." 
Claimant Transaction Page 
- 
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Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1191 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6920 
Page 19 of 59

Sample Search Results 
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Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1192 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6921 
Page 20 of 59

Direct Contact with the Project Manager 
If an issue arises regarding a 
claimant problem that needs immediate attention, the EDD staff may always 
contact the Project Manager. They will work diligently with the EDD staff to facilitate a 
quick resolution. The 
project manager has the authority to bring together the necessary resources to address these key issues needing 
immediate attention. 
Program Success Story: Spotlight on Problem Resolution 
Your dedicated government client team in Sacramento and our project management team are tenured, public 
sector-focused professionals who have worked with all levels of government for decades. Over the years of this 
program we have had occasional claimant problem resolution inquiries that were stemmed by a 
Legislator or 
Governor's Office request. Project Manager Sabrina Clark was contacted for further information and issues were 
resolved in a 
timely manner. As example, in one case, review of claimant history revealed that payments were 
indeed processed to the card account, but the claimant never received their card due to an address issue. The 
address had been updated with the EDD, but was not transmitted to the bank. We were able to immediately, at 
request of the EDD, manually perform the address update and expedite a 
card delivery at no cost. In another 
example delayed processing of a 
claim was deemed by the EDD to be a 
"hardship case" due to medical needs 
and we were able to process an Emergency Cash Transfer via Western Union at no cost for the individual 
claimant in need. 
Unemployment and disability payments are critical, oftentimes providing claimants the ability to secure housing 
or purchase necessary medical prescriptions. Our team is ready to assist the EDD with any escalated claimant 
problem need and in partnership will act accordingly to ensure the claimant has a 
positive EBP experience. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 193 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6922 
Page 21 of 59

242 
Bidders should describe their approach to capacity of service management. The Bidder's response shall 
address, at a 
minimum, the following areas: 
A) 
The Bidder's current number of cardholders and monthly transaction volume for its government and 
total debit card activity 
B) 
If applicable, current number of cardholders and monthly transaction volume of Bidder's 
subcontractor's entire platform. 
C) 
How EBP capacity requirements will be met. 
0) 
How capacity issues shall be managed for all components of the EBP Project, 
E) 
How capacity utilization will be monitored and capacity thresholds will be established. 
F) 
Corrective and escalation processes that will be used in the event any capacity thresholds are reached. 
Bank of America is one of the largest card issuers in the world and a 
recognized leader in Visa Prepaid Debit 
cards. Within the bank, the Prepaid Card and Commercial Card groups are managed as part of the larger Global 
Transaction Services organization. 
Our enterprise has established regular routines to support 
capacity, capacity planning, and other related aspects of the card 
capability for all offerings. There are currently millions of Bank of 
America prepaid card holders. These cardholders are supported 
from fulfillment through call center support by our product team 
within the bank. Responding to roughly 10 million calls per month 
for our card programs, we are an industry leader in this market. 
Our Program's Customer-centric Advantages 
In 2010, 2011, 2012, 2013, 2014 and 2015, we received the J.
D. 
Power and Associates Quality Award. We are the only bank to 
receive this distinction within the U.S. 
Our Service Centers are certified by J.
D. Power and Associates for 
delivering exemplary client satisfaction. To achieve certification, 
J.
D. Power and Associates conducted a 
random survey of clients. 
Centers must perform within the top 20% in client service, which 
is based on benchmarks established in J.
D. Power and Associates' 
cross-industry client satisfaction research. 
Cardholders receive customer service 24/7/365 days a 
year through a 
toll-free number with automated and live 
customer service representatives, as well as through an online customer service site. 
Proven, exceptional service 
capacity ensures seamless 
program support and future 
growth. 
IF 
0 
By remaining with us, you will 
continue to partner with an industry 
leader in prepaid card services that 
has the proven capacity to support the 
complexities of the EDD's service 
needs. We manage 25 active programs 
covering 17 states, and counting. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 194 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6923 
Page 22 of 59

A). Current number of cardholders and transaction volume 
Validating our strength, the Nilsson Report has identified Bank of America's prepaid portfolio as the fastest 
growing among the top 10 issuing banks for the last two years. 
Bank of America currently issues nearly 2 
million prepaid cards 
annually. Our prepaid debit card system processes over 550,000 
transactions per day, 78,000 plus transactions an hour and over 28 
transactions per second. Although the opportunity to continue 
processing your transactions through this REP is significant, Bank of 
America has clearly demonstrated expertise in its ability to launch, 
manage and grow large card portfolios through creation and 
management of the EDD's existing program and our expansive card 
program portfolio. 
B). Subcontractor current number of cardholders and transaction 
volume 
Bank of America will not use a 
subcontractor where this 
requirement is applicable. 
C). How EBP capacity requirements will be met 
* 
Bank of America 
manages more than S 
million prepaid debit 
cards. 
Our prepaid debit card system 
processes over: 
• 550,000 transactions per day, 
• 78,000 transactions an hour, 
• 28 transactions per second. 
Bank of America operates a 
state-of-the-art, multi-tier prepaid processing platform with proven 
performance, superior reliability and scalable capacity. This is confirmed by performance throughout 2014, 
processing over 23 billion transactions, while meeting and exceeding aggressive service levels of 99.99% 
authorization system availability and 99.95% IVR, core processing and website application uptime for the 
last 13 consecutive months. We employ a 
continuous capacity planning approach and invest in critical 
infrastructure (such as supporting double-peak volumes within the IVR) to stay ahead of organic growth, 
new business opportunities and surges in volume on specific payment dates and before/after holidays, 
which is common with benefits disbursement and payroll programs. 
Our transaction and cardholder servicing infrastructure have been architected to scale faster than 
forecasted growth and never exceed 60% of peak capacity. Our capacity is dynamic and easily augmented to 
handle ever-increasing volume, while reliably performing during periods of extreme spikes in transaction 
and call volume. 
Our experience qualifies us to accurately forecast new account, transaction, card issuance and call volumes 
(both IVR and call center) to support a 
large and dynamic government benefits program like EDD's, which, at 
its peak in 2011, issued 1.4 million cards within 90 days. Our current support of the EDD program shows us 
that we experience significant surges in transaction and customer service activities around payment dates 
and spikes at the moment that funds are deposited to the card accounts. We have built our architecture, as 
well as our call center staffing plans, to accommodate these surges in volume and continuously monitor 
activity across our infrastructure in order to make dynamic adjustments, if needed. 
Full redundancy across two data processing sites allows for load-balancing across locations and our unique 
Active/Active approach means that any issues encountered within the primary application can be 
immediately mitigated by routing traffic to the secondary application instantly and seamlessly. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1195 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6924 
Page 23 of 59

For our customer service area, we use best-in-class workforce planning tools to forecast call volumes and 
schedule staffing tofu 
If 
i
 
I
 
I 
our 24/7/365 servicing commitment. Our workforce management team 
continuously monitors call volumes and service levels throughout each day and makes just-in-time call 
routing and staffing decisions as volume dictates and call patterns change. We forecast and plan for staffing 
and hire and train agents efficiently and effectively. From a 
cardholder servicing perspective, each of our 
customer contact centers is fully redundant via Dual MPLS connectivity, underpinned by robust Disaster 
Recovery and Business Continuity Plans at the program, site and enterprise levels. 
Our recruiting and hiring processes allow our call center team to quickly recruit and staff when turnover 
occurs by strategically spreading across multiple call centers in geographically diverse locations. This enables 
rapid hiring in short periods of time while maintaining high standards in recruits. Another clear advantage to 
our multi-site strategy is the ability to recruit staff for the anticipated fluctuation of call volume throughout 
the month, increasing staff flexibility and building more customization into agent work schedules. 
Our experience call center operations staff includes forecasters/analysts and multiple Traffic Management 
positions responsible for daily schedule adherence and exceptions and real time monitoring of program 
performance. The workforce team is responsible for call forecasting, schedule optimization and performance 
analysis using industry leading workforce management software lEX Totalview. The team uses all available 
data and experience to manage call forecasting up to 90 days in advance, with accuracy increasing each 
week to within 5% one week out and 1% day of production. 
Based on historical performance, expected benefits growth and our proven track record as the incumbent 
provider for the EDO program, we are confident in our ability to service this program and any unanticipated 
peaks with no disruption to cardholders. 
D). How capacity issues shall be managed for all components of the EBP project 
The capacity modeling for the call center activity is based on on 
that the actual behavior will be split between use of the 
internet and the IVR for card activation, this conservative 
approach to volume helps to ensure over staffing during 
implementation). 
As an example, average call durations including wrap times 
are estimated, for illustration, at roughly 2.5 minutes for a 
total per person capacity of 24 calls per hour. If 10,000 
cards are issued, 10,000 calls are anticipated, which when 
averaged translates to 416 man hours in 5.5 hour 
increments (which reflects shift variables for breaks, also 
referred to as shift differentials), which then equates to an 
estimated 75 live agents. Since predictable behavior 
patterns provide insight into actual behavior, it is 
anticipated that a 
percentage of claimants will use a 
self 
service avenue, while others will call repeatedly to speak 
with a 
live operator. As volumes increase, our staffing 
increases accordingly, based on the anticipated volumes 
and actual call report metrics. 
e 
call per card issued for activation (knowing 
Bank of America will continue 
to manage capacity issues 
through: 
• specialized monitoring teams for 
lVR, csc, and web 
• Hands on and engaged Project 
Manager and Technical Project 
Manager 
S 
• Accurate volume forecasts 
S 
Detailed reporting 
Rollover planning for unanticipated 
fluctuations in volume 
scalable solutions 
senior management involved in 
escalation procedures 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements l 
196 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6925 
Page 24 of 59

The bank supports millions of card accounts everyday 
-
with no service issues, degradations) or 
infrastructure implications. Our technical team is apprised of the anticipated volumes, claimants, claims and 
other associated data. This team will continue to monitor and manage any hardware and software needs to 
ensure that all customers 
- 
including the EBP Project claimants 
- 
receive the best responses both through 
technology (IVR and Web) and CSC support over the life of the contract. 
E). How capacity utilization will be monitored and capacity thresholds will be established 
Daily EBP reports provide insight into the volumes of callers and capacity of the IVR, as well as Customer 
Service Center statistics and information. 
When it is determined that call volumes for the CSC may exceed the ability of onsite staff to respond in 
accordance with the service level requirements, the team will route a 
percentage of the calls to one of the 
backup centers until call volumes are back in normal range. 
Normal ranges are quantified by the number of calls per minute, times the capacity and the number of 
agents in a 
period. Using the 2.5 minutes per call, times the 24 calls per hour, when the calls exceed the 
ability of the call center to respond to the calls in accordance with the contract requirements, additional 
resources via the rollover capability will be used to respond to calls, thereby supporting management of the 
service levels for the project. 
The bank's Project Manager, Sabrina Clark, will work with the internal bank teams to affect the rollovers in 
support of the contractual requirements. The daily reports for the IVR and Call Center support the 
notification after-the-fact regarding the metrics. During peak timeframes, our Project Manager can notify 
the EDD EBP Project Manager via email or phone of peaks and high call volumes. The bank's Project 
Manager can continue to inform the EDD as often as the EDD would like about call volumes and will be 
available to respond to any concerns, questions or issues, as needed. 
Customer service representatives are trained to support claimant questions regarding their prepaid debit 
card account throughout all designated call centers. 
F). Corrective and escalation processes that will be used in the event any capacity thresholds are reached 
Each monitoring area has escalation procedures within its management structure, which in turn 
communicates out to the bank's platform and product management, as well as the EBP Project team. It is at 
this point the EBP Project Manager will communicate any issues to the EDD. 
Capacity is monitored daily, and reviewed with platform management on a 
semi-annual basis, with 
particular focus around "peak" periods like the holidays. In the event that additional capacity is 
recommended based on historical or current trending, our processing capabilities are augmented by taking 
advantage of our Active/Active processing model, which allows us to make system upgrades, perform 
system maintenance, and support infrastructure changes without adversely impacting cardholders or 
clients. 
We are confident that our current program with the EDD, along with the breadth of our franchise and the 
millions of customers we serve today, has proven we will continue to exceed support expectations for the 
EBP project requirements. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1197 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6926 
Page 25 of 59

243 
The Bidder should describe how the Website capacity is scalable to accommodate unplanned increases in the 
volume of claimant inquiries. 
The website that will continue to support the EBP Project is designed to support millions of cardholders. The 
servers hosting the website are planned to operate at an average capacity range of 20- to 40-percent peak 
capacity. The primary server location is in California with redundancy across the domestic U.S. 
A 
proactive approach 
With our approach, any unexpected spikes in demand are met with sufficient capacity headroom on existing 
bank servers for both the claimants, and the users accessing the Administrative Application. Additional detail can 
be discussed with the EDD as it has in the past; however, the bank does not encourage detailed documentation 
in deliverables that can be accessed by the public as it can pose a 
security risk to both the bank and the EDD. 
The system also has a 
distributed architecture that allows for horizontal scaling of server components servicing 
the web tier. The facility hosting the production platform has significant server capacity that can be quickly 
configured to add capacity for all of the systems with this kind of architecture. 
The Administrative Application also is built on a 
distributed architecture and supported by the bank 
infrastructure that allows for the horizontal scaling of server components servicing the web tier. The same 
robust server capacity configuration available to the claimants will be available for the EDD using the 
Administrative Application. The application was designed to support 400 concurrent users, which exceeds the 
number provided by the EDD by almost 100 percent. 
The EDD indicated at peak approximately 250 users would potentially access the application simultaneously. 
Additional capacity and capability can be scaled if needed to support response times and responsiveness in the 
application. Full backups are completed by the bank on a 
weekly schedule. Each night incremental back ups are 
run. Monthly back ups are also conducted with offsite long term storage. Restoration of data could occur to the 
previous day's activities. 
Clear, proactive communication 
It is critical that forecasting information is accurate and that the EDO work with the bank to ensure that accurate 
anticipated volumes of claimants are communicated to Project management for successful servicing of the EDD 
claimants. We will work with the EDD to ensure these communication channels are clear and open. 
244 
Bidders should describe their Website's ability to accept correspondence (i.e., electronic documentation for 
dispute resolution) or online forms. 
Cardholders can email us with questions via the email address provided online. All inquiries are answered within 
one business day. 
Due to the time sensitivity and Regulation E 
requirements regarding dispute resolution, our website does not 
accept dispute correspondence or online forms. Claims initiation can only be handled via a 
live representative 
within our Customer Service Center. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1198 
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Page 26 of 59

245 
Bidders should describe the process for claimants to check on the status of disputed transactions. 
All account inquiries, including inquiries regarding dispute status, should be directed to and managed by the 
Cardholder Customer Service Center (CSC). All Regulation F 
requirements and timelines are followed with 
dispute claims by a 
claimant. All dispute inquiries will be directed to a 
live customer service agent where they 
will check on the status of an existing claim, and if necessary, follow up with the cardholder if additional 
information is not available at the time of the call. 
The claimant should feel comfortable in dealing with disputed transactions knowing that we extend our Zero 
Liability protection on dispute claims, including ATM and pinned P05 transactions. 
Resources dedicated to dispute transactions 
Our dedicated Claims Acceptance team within the customer service center logs all incoming disputes 
- 
both 
fraud and non-fraud. These agents specialize in initiating and researching claims and will work with the 
cardholder to file the initial the claim and provide updates to the cardholder as the claims research and 
resolution process is underway. 
Dispute Process 
A 
Claimant can file a 
dispute by calling the Customer Service Center for complete instructions. 
• For Customer Service, including activation of the card: 866.692.9374 
• Note: The toll-free numbers are only accessible from within the U.S. 
• For the hearing impaired, TTY line: 866,656.5913 
• For Customer Service outside of the U.S., call collect: 1.423.262.1650 
After selecting the "dispute a 
transaction" option within our IVR, the cardholder will immediately speak with a 
live representative who will further review the transaction and any other possible fraudulent transactions with 
the cardholder. Based on the review of the transaction and the cardholder's account, it may be necessary for the 
customer service representative to formally begin a 
dispute. The representative will educate the cardholder on 
the process, including any needed correspondence. 
To properly process a 
dispute request, we may ask the cardholder for the following information: name; card 
number; certification that the card was lost, stolen or compromised (still in possession); transaction date, 
amount and merchant location. Once a 
dispute is requested in our system, a 
case will be created within our 
claims tracking system and tracked until final resolution. 
Per Regulation E, within 10 business days of the initial dispute, we will promptly correct the error. In some 
instances, we may need more time. Regulation Estates that we may take up to 45 days to investigate the 
complaint. If more time is needed, we will temporarily credit the cardholder's account within 10 business days of 
the initiated dispute for the full disputed amount. There is no limitation or maximum to the credit amount 
provided. This will allow the cardholder to use the funds while the claim is being resolved. If the dispute is 
resolved in the cardholder's favor, the disputed transaction will be removed at that time and the credit will be 
made permanent. However, if resolved in the merchant's favor, the disputed transaction will stay on the 
account and the temporary credit will be reversed. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1199 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6928 
Page 27 of 59

246 
Bidders should describe how their website will provide the ability to view cash access locations. 
We understand the necessity in providing claimants the ability to easily find nearby locations to access cash. 
Bank of America will continue to provide user-friendly website access. Claimants can visit our website homepage 
where links provide a 
complete listing of all available in-network and out-of-network ATMs located throughout 
California and the U.S. 
Below is a 
sample of the ATM locator link indicators within the website. 
Barikof America 5j? 
acownee Pry cad 
Bank of America EDD Debit Card 
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bite idap I 
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from Bank of America 
i 
raster. racier and more secure benefit payments
 
act Fecytne dacard? Act, nate it nasa, and get stortiril! 
Atthte My Card 
The Employment Development Department (EDD) Debit card is a 
safer, more 
convenient way to receive your unemployment, Disability and Paid Family Leave 
benefits. 
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stores 
0+ Access cast, at ATids and at any bank on credit 
union that accepts Visa 
Transien funds to vocal personal deposit nccpnnt 
Additionally, the website houses listings of locations of Visa financial institutions where over-the-counter Cash 
Access transactions may be performed. 
Bank of America Locator 
As shown on the next page, once on the locator screen, the Bank of America search features help claimants to 
find a 
location that meets their need, including 24 hour access, drive up capability, Saturday availability and 
other feature/functionality to support the ability to access payments as needed, when needed. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements2OO 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6929 
Page 28 of 59

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— 
I 
• 
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"S 
From the locator screen, you can also access International ATM Locations, on the International Banking Tab. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
1201 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6930 
Page 29 of 59

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Online customer service 
- 
knowledgeable assistance at the click of a 
button 
The bank is delighted to continue to offer the [DD a 
cardholder Online Customer Service website custom 
developed for your program - 
available in English and Spanish. Cardholders activate their cards via our website 
and have online access to their debit card information through this dedicated website 24/7/365. 
In early 2016, we will be enhancing our Cardholder Website to allow for right-sized and device-appropriate 
access from any Internet enabled device, including cell phones, PCs and tablets. The modern look and feel of the 
site will be complemented with easy and intuitive navigation. The responsive architecture automatically resizes 
the screen based upon the size of the device, thus providing an optimal and consistent viewing experience 
across a 
wide range of devices (from mobile phones and tablets to laptop and desktop computer monitors). 
Our customer service website will continue to conform to all WCAG & 
ADA standards for accessibility. Within the 
homepage of the site, we also provide special messaging and a 
link 
to EDD's website. Customization of the EDD's 
cardholder customer service website has proven to be an important part of ongoing support. The EDD currently 
reviews and approves any changes to the website prior to release. 
The Online Customer Service website currently supports lP address logging, and our enhanced website will offer 
cardholders 24 months of online transaction detail and online statements. In 2016, we will be introducing Device 
Finger Printing technology, which is used to recognize the device (computer, mobile phone or tablet) that 
accesses the website and is used to help positively identify the appropriate cardholder. This technology is a 
critical component of the Knowledge-Based Authentication functionality of the website, which promotes an 
additional level of fraud mitigation capabilities for clients. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1202 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6931 
Page 30 of 59

The cardholder website has been specifically developed for the EDD's debit card program. The EDD's 
cardholders have online access to real-time information on their debit card through a 
dedicated website 
24/7/365. Features include the following: 
• Card activation and PIN selection 
Security validation using the cardholder's social security number and CVV2 security code 
• Check balance 
• View statements and real-time transaction history 
• ATM/Cash access locators 
• Select text/mail notifications - 
Cardholders can receive texts messages or emails for: 
- 
Low balance alerts 
- 
Value load notifications 
• Direct deposit transfers 
• Ability to change PIN, password and personal settings 
• Frequently asked questions 
• Cardholder agreement 
I 
Privacy notice 
Special home page messaging and links to the EDD's website 
We currently provide cardholders online access to both account transaction activity and monthly electronic 
activity statements for a 
period of 12 months, moving to 24 months in 2016. Cardholders can request a 
paper 
copy of these statements through our call center. 
247 
Bidders should provide samples of Web pages, statements, dispute forms, or any other forms available 
through the Website in their proposal response. 
Samples of statement and alert messages (email and text) are provided below. Samples of web pages available 
through the website are provided within the CSC Services Plan located in the Appendix. From the home page of 
the EBP project for EDD, claimants will be able to access collateral associated with the program as well as other 
critical information. 
Note: All disputes are now filed electronically by our live customer service representatives. Your claimants 
simply have to call the number on the back of their card to file a 
dispute claim. If any further documentation is 
required, our fraud or dispute representatives will communicate those instructions directly to the claimant. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1203 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6932 
Page 31 of 59

Sample Statement 
Bankof America 'W" 
P0 BOX 8488 
GRAY TN 37616-8488 
RETURN SERVICE REQUESTED 
>00002 9061370 001 37k600 
R008IC A SASPATUPLOAIO PH.D. 
2'12 PAT UP LANE 
LtTc0F4Q 
12? 
Ii 
L!kSJ 
II 
Summary of Transactions 
00002 9051370 000003 000003 0000ll00001 
S 
Customer Service 
Card Number. 
Period Start Date: 
Period End Date 
1-866-21S-4074 
)txxx ;<xxx cxxx cxxx 
May 27, 2006
 
June 26, 2006 
(+) Credits and 
(-) Purchases and 
Previous Balance 
Adjustments 
Adjustments 
(a) Now Balance 
5000 
$5.22000 
564700 
S4,57300 
We have improved the look of your monthly statement. Summary transaction information is 
conveniently located above, In addition, we have improved delivery times and your statement will be 
received at this time each month. 
Account Transaction Activity 
Posted 
Date 
Reference Number 
06/01/06 
06(22(06 
6251 38575707 
06/23/06 
617418013172 
06/23/06 
825987328585 
08/20/06 
026003981288 
06/23/06 
08/23/06 
617418013182 
08(23/06 
617418013164 
06/23/06 
06/23/06 
617418013186 
06/23/06 
06123/06 
017418013190 
05/23/06 
617410013192 
Transaction Description 
Credit 
Debit 
Monthly Maintenance Foe 
$0 00 
$000 
t.IanuoI Cord Peload;The Cheesecake Factory In 
$500000 
SO 00 
Purchase Return 
$10000 
$000 
Adp'slment Credll;The Cheesecake Factory In 
S2500 
Sol 
hdiusbnent oebir;Tlie chaasecake Factory in 
$000 
$3500 
Tolls' Cash Fee' Domestic 
$000 
51500 
Teller Cash Withdrawal 
5000 
$12500 
Purchase Return 
$95 00 
Soot) 
Teller Cash Fee' Foreign 
$000 
$1500 
Teller Cash Withdrawal 
$000 
$200 00 
Teller Cash Fee - 
Foreign 
s000 
$1500 
Teller Caslr Withdrawal 
SO 00 
S5000 
Purchase Cl Goods or Services 
$000 
$1600 
(continued) 
Would you like to receive account information, as well as your monthly statements online? Please go to 
www.bankofamericacom/cashpay to register and to sign up for electronic statements. Online customer 
service is available at no cost 24 hours a 
day. Statements can easily be printed and you will have access 
to account information going back one full year Sign up todayl 
in case of Error, or Questions About Your ElectronIc Transfers; 
Telephone us at 18662131074 or write nt at cerdservices center. Dispute Processing Is 
 sos 266001. Hlglrlarnds Ranch, CO 80963.6001 Yost may also 
fat us at 1 
303 369'7324 
Conractttsas soon as you carl. It you think your srarrmtnt or receipts wrong or If YOU need more information about 
transfer or' tIne slatement or receipt We must 
hear from you no later than 60 dayr after we cent you the FIRST tratrmcnt on which rIse error or problem 
appeared: 
(I) Toll us your name and card number 
(2) Describe the error or tine transfer you ate unsure about, and esphirr as clearly as you can wiry you believe ltlr 
air 
air oral wiry you treed mole 
Information 
(3) Tell us the dollar amount of rIm suspected error 
We wilt investigate your complaint and will correct atsy error promptly If we take more than It business days to do this, we will credit your account lot 
tile amount you think it In error, so that you v/ill have tIre use of tIre money during the time it lakes us to complete our investigation 
Page lot 2 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1204 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6933 
Page 32 of 59

Custorrer Service: 
1-866-213-4074 
Card Number: 
xxxx xxxx xxxx xxxx 
Period Start Date: 
May 27, 2026 
Period End Date: 
June 26, 2006 
Account Transaction Activity (continued) 
Posted 
Date 
Rotoronce Number 
Transaction Description 
06/23/06 
617418013194 
Purchase at Goods or Services 
06(23/06 
617418013196 
Purchase of Goods or Servicos 
06/23(06 
$17418013200 
Purchase 01 Goods or ServIces 
06(23/06 
51741 9013202 
Purchase at Goods or Services 
06123106 
$1741 9013204 
Purchase 01 Goods or Services 
06123/06 
617418013208 
Purchase of Goods or Services 
06/23/06 
617418013210 
Purchase of Goods or Services 
06/23100 
61741801 3212 
Purchase of Goods or Services 
Credit 
Debit 
$000 
$1700 
$000 
51600 
$000 
83000 
Sa co 
Sac co 
$000 
$3000 
$000 
$1800 
$000 
$1700 
5000 
$1600 
TOTAL-- 
89220.00 
5647-00 
Alert Messages 
In addition to the information as provided from the Home page, alert messaging capability is provided as part of 
the Bank of America web capability. 
ALERTS I 
AVOIDING FRAUD I 
AVOIDING FEES I 
LOST/ 
STOLEN CARD I 
ATM SAE 
EIY TIPS 
Stay Informed with Alerts 
Get email or text alerts: 
i-s- When a 
deposit is made to your card 
When your balance is low 
To sign up for alerts: 
Log in and select Alert Options under the Profits menu 
eared the alerts you macid like to receive and dick save 
select Alert Settings under the Profile menu and enter your contact 
details secure to complete the verification steps for your test 
message device number. 
Thefollowing are examples of: 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
1205 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6934 
Page 33 of 59

Low balance alerts 
aiLVedzon: 30 
10:41 AM 
79% mo
 
Sop 12, 2013.10:41 AM 
Your BAC Business 
Expense ending in 7363 
has a 
balance below 
$29.00. Card balance is; 
$24.48. Do not respond, 
msg&data rates may apply 1 
From: 
BAC Business Expense [noreplyvisaprepaidprocessing.com] 
Sent: 
Thu 9/1212013 10:41 Ml 
To: 
Rashedi, Shannon 
Cc: 
Subject: 
Your BAC Business Expense has low balance, 
S 
Dear Shannon, 
Your BAC Business Expense card ending in 7363 has a 
balance below 329M0. 
Your current available balance is: 824.48 
Please do not reply to this message. If you need further assistance, or wish to no 
longer receive these c-malls, please contact Customer Service at 866.213.8564, or 
sign in to our BAC Business Expense Website 
to change your alert options 
Thazik you 
BID 108S' 1 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1206 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6935 
Page 34 of 59

Value Load Alerts 
nLvelizofl. a 
333 PM 
® 
Sop 12. 2013. 3:24 PM 
I
'1'ow BAC Business 
Expense ending in 7363 
has received a 
load of: 
1.00. Card balance is: 
25.48. Do not respond, 
msg&data rates may apply) 
0 
EDOUrnNO.Q 
A 
space 
From: 
To: 
Rashedi, Shannon 
Cc: 
Subject: 
Funds have been successfully added 
BAC Business Expense 
Sent: 
Thu 9/12/2013 3:23 PM 
S 
Dear Shannon. 
This email is to notify you that funds have been 
added to your BAC Business Expense. 
Funding Amount: 81.00 
You can view this information by signing in to 
your account online at the BAC Business Expense 
Website. 
Please do not reply to this message. If you need 
further assistance, please contact Customer Service 
at 866.213.8564. 
Thank you.
 
EID 1006 Vi 
From: 
To: 
Cc: 
Subject: 
P 
SAC Business Exp Sent: 
Thu 9,12/2013 3:24 
Rashedi, Shannon 
Your SAC Business Expense had a 
value load 
PM 
Dear Shamon. 
Your BAC Business Expense card ending in 
7363 has received a 
load of 81.00. Your 
current available balance is: 825.48. 
Please do not reply to this message. If you 
need further assistance, or wish to no longer 
receive these c-mails, please contact Customer 
Service at 866.213.8564, or sign in to our 
BAC Business Expense Website 
to change 
your alert options. 
Thank you. 
EID 1086 V I 
Bank of 
of America Merrill Lynch 
Section V: EBP Service Requirements 207 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6936 
Page 35 of 59

248 
Bidders should describe their process for Website modifications requested by the EDD at no cost to the EDD. 
For example, text changes, updated or new links, image changes. 
We will accommodate requests for website modifications at no cost to the EDD. The following is the process to 
request website modifications (e.g., text changes, new links, image changes, etc). 
Website Modification Request 
Requetfohew ormodified message submitted *Orn.the EDDtó 
the Project Manager 
Requirements 
developed, sized and sd1edu1ed1or: 
implementation 
implementation time frames communicated to theEDD 
Website 
modificatibnsjniplemented 
Timeframes associated with these updates are determined through collaboration between Bank of America and 
the EDD and dependent upon the requirements and urgency of the request; however, Bank of America 
understands that as program events occur, the need to add an alert message, and communicate what the 
change is, is imperative. We'll work with the EDD to ensure the changes are made as swiftly as possible, even 
immediately. Below is an Impact Analysis and Change Request Form. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements[ 
208 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6937 
Page 36 of 59

Change Request ID: 
Visuals: Impact Analysis and Change Request Form 
Change Request Statement I 
Impact Analysis Package 
Title 
Date Identified: 
Change Request Section 1: General 
Originator Name 
Originator's 
Organization 
Phone 
Change Control 
Board 
CR Decision 
L
Project(s) Impacted 
Select the project(s) that 
may be impacted by this 
change. 
Baseline Deliverable/ 
Configuration Item 
Version number: 
- 
U 
EDD 
• 
EBF 
0 
BofAML 
•Approved 
UDenied 
• 
Reason for Denial or 
Deferral 
Deferred 
Approved by: 
Date: 
Date Change Needed 
By 
Date change needs to be 
implemented by. 
Comments 
• 
EDD Other 
U 
BofAML 
• 
EBP Project 
• 
Other 
Other Area Impacts 
Indicate 
other 
areas 
impacted by this change 
Reporting 
Eyes 
UNo 
•Unknown 
Forms 
Eyes 
UNo 
Unknown 
Reports 
Eyes 
U 
No 
U 
Unknown 
Files 
UYes 
flNo 
•Unknown 
Other: 
Federal Requirement Provide citation in Justification section 
•Yes 
• 
No 
State Reg. or Legal Requirement Provide citation in Justification 
section 
Eyes 
• 
No 
Program Specific Requirement Provide citation in Justification 
section 
UYes 
U 
No 
Enhancement Provide citation in Justification section 
U 
Yes 
U 
No 
Other Provide citation in Justification section 
•Yes 
• 
No 
CR Priority 
Identify the urgency for 
this change. Refer to 
Priority description list. 
See descriptions in Table I 
before selecting 
one. 
Proposed lAP Leads: 
:t 
lAP Team 
•Medium 
•Low 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
1209 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6938 
Page 37 of 59

Change Request Section 2: Description and Justification 
Change Request 
Description and 
Justification 
Date Change Request 
Accepted for Analysis 
(provided by EBP 
Project Team) 
Impact Analysis Package Section 1: Dates 
Date lAP 
Assigned 
Date lAP Due 
Impact Analysis Package Section 2: Impact Assessments 
Contract 
Amendment 
Required 
Financial
 
Scope 
Eyes 
ENo 
additional information 
EDD Cost Change 
BofAML Cost 
State Cost Change 
Other Cost Change 
EDO 
BofAML 
Reviewed by Core 
Project Team 
Eyes 
[]No 
Eyes 
[:]No 
Eyes 
ENo 
Eyes 
ENo 
Elncrease 
Eoecrease 
ENo Change 
E 
Increase 
[-
-]Decrease 
ENo Change 
BofAML Contract Term 
Change 
Impact Associated with Implementing the Proposed Solution 
Instructions: Include discussion of impact and risk associated with implementation. 
Impact Associated with Not Implementing the Proposed Solution 
Instructions: include discussion impact and risk associated with not implementing. 
Eyes 
[]No 
If yes, provide date 
Eyes 
[]No 
Impact Analysis Package Section 3: Implementation Plan 
Solution Description 
Instructions: Use the lAP checklist as a 
guide to complete the analysis and in writing the detailed solution description. The Executive 
Summary should be concise and to the point The IAP checklist is a 
guideline of elements that may need to be included in the analysis. 
Impact Analysis Package Section 4: Other 
Other Impacts and Considerations 
Instructions: Document completion 
criteria and estimated schedule. 
Other Alternatives Considered including Business Processes that are not Part of the Recommended Solution 
Instructions: Document assumptions (alternatives) and concerns/risks (alternatives). 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1210 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6939 
Page 38 of 59

249 
Bidders should describe their process for expedited Website modifications requested by the EDD at no cost to 
the EDD. For example, text changes, updated or new links, and image changes. 
As stated in our response to requirement 248 above, Bank of America will accommodate requests for website 
modifications requested at no cost to the EDD. The following is the process to request Website modifications 
(e.g., text changes, new links, image changes, etc: 
• Request for new or modified message submitted from the EDD to the Project Manager 
• Requirements developed, sized and scheduled for implementation 
• Implementation time frames communicated to the EDD 
• Website modifications implemented 
We are able to expedite website modifications upon EDD's request at no cost to the EDD. Timeframes are 
normally based on the urgency of the request and the requirements. When the need to expedite a 
modification 
request arises we collaborate with EDD to determine an appropriate timeframe with the understanding that the 
timeline must be swift. 
250 
Bidders should describe their online bill pay services available for the EDO's claimants. 
Cardholders may pay bills utilizing their 16-digit EDD Debit Card number at all billing merchants accepting Visa 
for payment. This includes transactions at point-of-sale, through a 
website, by mail or by phone. 
Currently, EDD cardholders frequently use their cards for bill pay transactions, including cell phone and internet 
providers, cable companies, etc. Below is a 
current list of top 20 bill payment merchants: 
• AT&T 
• 
Geico 
• Verizon Wireless 
Cox Communications 
• T-Mobile 
Charter Communications 
• California DMV 
• 
Mercury Insurance 
Comcast 
• 
Allstate Insurance 
DrectTV 
Los Angeles Department of Water and 
• 
 
Power 
• Time Warner Cable 
• 
Sacramento Municipal Utility District 
• Metro PCS 
• 
Superior Court of California 
• Dish Network 
• 
Southern California Gas Company 
State Farm Insurance 
• 
Netflix 
Bank of America Merrill Lynch 
Section V: ESP Service Requirements 1211 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6940 
Page 39 of 59

251 
Bidders should describe the language services available for the claimant IVR above the minimum required of: 
English, Spanish, Armenian, Tagalog, Punjabi, Cantonese, Mandarin, Vietnamese languages and TTY-TDD 
(telephone device for the deaf). 
Our Cardholder Customer Service IVR system currently supports English, Spanish, Armenian, Tagalog, Punjabi, 
Cantonese, Mandarin and Vietnamese. In addition to these languages, we also offer II Y-TDD (telephone device 
for the deaf). 
If additional language support is needed beyond the languages required, the claimant will need to opt out to 
speak with a 
live customer service representative where language line services will be utilized. Our language line 
services support over 240 different languages as shown in the listing on the following page. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
)212 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6941 
Page 40 of 59

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Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1
213 
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Page 41 of 59

252 
Bidders should describe the process for handling calls that may exceed the IVR call capacity. 
The IVR is sized to handle large 
volumes of calls and peak volumes 
for the EBP Project. On average, the 
call center uses no more than 40 
percent of available port capacity. 
Call forecasting is critical to 
maintain additional capacity to 
cover any spikes in calls. The bank 
will work actively with the EDO to 
appropriately forecast claimant 
numbers. In addition, we have established an Active/Active approach means that any issues encountered within 
the primary application can be immediately mitigated by routing traffic to the secondary application instantly 
and seamlessly. If a 
situation were ever to arise where IVR call capacity is exceeded, we can ensure that 
cardholders will not receive a 
busy signal. An emergency alert message would be placed on the IVR providing an 
update for the claimant on current status and anticipated availability. 
I 
Bank of America IVR exceeds expectations 
• To date, we have not suffered an interruption in IVR service due 
to calls exceeding the Bank of America IVR call capacity. 
• On average, we use about 40% of our port capacity. 
253 
Bidders should describe the process to handle IVR problems identified by claimants. 
Any IVR problems identified by claimants should be directly communicated to the customer service center. 
Traditionally, an issue of this type is immediately communicated to a 
live customer service representative when 
a 
cardholder opts to speak with a 
live operator. 
Once an issue is identified, the customer service representative begins the escalation process by making their 
immediate supervisor aware. From that point, platform management is made aware, the issue is logged and the 
issue resolution process begins immediately. The issue is researched for immediate resolution; a 
solution is 
identified and implemented as soon as possible to restore normal service to the claimant. The EDD receives 
updates by the Project Manager of any service disruptions and the imminent resolution of the issue. 
254 
Bidders should describe their process to record and play new or modified IVR messages at no cost to the EDO. 
Our program can accommodate the recording of different messaging within the IVR at no cost to the EDO. The 
following is the process to implement new or modified IVR messages: 
• Request for new or modified message provided to the Project Manager 
• Requirements developed, sized and scheduled for implementation 
• Implementation time frames communicated to the EDO 
• Message recorded by voice talent 
Message implemented on IVR system 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements i 
214 
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Page 42 of 59

Prior to releasing any new messaging to the IVR, our team will gain the approval of the appropriate ED  
staff. 
255 
Bidders should describe their process to expedite new or modified IVR messages at no cost to the EDO. 
We will continue to provide the ability to expedite new or modified IVR messages at no cost to the EDO. It is 
understood that unforeseen circumstances such as special EDO messaging, service delays or other imperative 
information may require key messages being delivered to claimants through various communication channels, 
including the IVR. 
Any escalated needs for new or modified IVR messages should be first directed to your Project Manager, Sabrina 
Clark. Sabrina will communicate the need to client services where requirements will be developed, sizing and 
scoping of the changes will take place and communication will go back to the EDO on exact implementation time 
frames. Bank of America will continue to work collaboratively with EDO to refine messaging and prompts within 
the IVR to best suit the needs of the California claimants and community served. 
256 
Bidders should describe all services provided by the CSC. 
Whether customers or claimants use an online channel or call the Customer Service Center, they expect rapid 
service and accurate, secure information. Bank of America meets those expectations by providing customers and 
claimants as well as the associates who serve them with state-of-the-art technology they can rely on. We are 
passionate about providing exceptional customer service and we are very sensitive to claimants' needs and 
understand that the EDO wants each claimant 'experience' with the program to be a 
positive one. Thus, the 
focus on customer service enables flexible, empathetic, knowledgeable and well-trained representatives to 
support the claimants needs and provide the customer 'experience' desired by the EDO. 
The services provided through the CSC are identified below. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1215 
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Page 43 of 59

Customer Service Center: Services Provided 
Integrated Voice 
Response (IVR) System, 
Online Website 
Customer 
Service 
Representative (CSR) 
Support 
H 
Additional Language 
Support 
-First point of contact for callers to the CSC. Callers can perform 
functions using a 
touch-tone phone or opt to speak directly to alive 
customer service representative. 
-Claimants may access the online website to access information and 
perform various functions with their card. 
Claimant callers to the CSC may choose to speak to a 
live CSR at any 
time during the call. The primary, dedicated CSC is located in 
Carmichael, CA, with additional fully-trained agents available in Johnson 
City, TN and Harlingen, TX 
-Additional language support beyond the required eight languages is 
provided through the AT&T Language Line. 
Specific Customer Service Support 
Our live customer service representatives provide the following services: 
• Card activation activity and support 
• PIN sets/resets 
• Cardholder website inquiries and password resets 
• Balance inquiries and specific transaction inquiries 
• Transaction history/statement requests 
• Investigate transactions (fraud, security, use) 
• Process lost/stolen/damaged card requests 
- Initiate disputes 
• Support an Emergency Cash Transfer 
• Initiate direct deposit transfers 
Additionally, customer service representatives will assist cardholders with automated customer service system 
questions, finding ATMs and Banking Center locations, and referring specific claim questions to the appropriate 
EDD customer service center. 
The graphic below depicts various functions the CSC representatives perform. The RFP requirements are 
included where applicable. This diagram is meant to be illustrative, as our current and future service provides 
more than the stated requirements. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1216 
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Page 44 of 59

Bank of America EDD Customer Service Flow Diagram 
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We're confident that the Bank of America approach to customer service will continue to meet and exceed the 
needs of the EDD and the public. We're proud to say we continually achieve 94 percent of claimants indicating 
high satisfaction with the program and our ability to resolve issues in a 
timely and courteous manner. 
257 
Bidders should describe the language services available for the CSC above the minimum required of: English, 
Spanish, Armenian, Tagalog, Punjabi, Cantonese, Mandarin, Vietnamese languages and TTY-TDD (telephone 
device for the deaf). 
The Bank of America CSR staff currently provides live Customer Service Center support in the following 8 
languages with in-house resources: 
• English 
• Spanish 
Armenian 
• Tagalog 
• Punjabi 
• Cantonese 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements] 
217 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6946 
Page 45 of 59

• Mandarin 
• Vietnamese 
If additional language services are required above the minimum required, language line services will be used to 
service these individuals. The service provides for over 240 different languages, which represents the vast 
majority of languages spoken in the world. See the response to requirement number 251 for a 
listing of 
supported languages. 
258 
Bidders should describe how their CSC will have the capability to expand to provide services 3 
additional 
languages at no cost to the EDD. 
At this time, the bank is providing the required eight languages plus TTY-TDD. If requested by the EDD, we will 
add up to three languages to the IVR and live CSR assistance. The change would go through the change 
management process as described in our Change Management Plan. 
The bank's EBP Project team consistently monitors all CSC activities, including that of additional language 
support. If it is determined that specific languages are needed more than others, we will communicate such 
findings to the [OD through the Project Manager and work directly with the EDD to determine if additional 
language support is warranted and/or changes to the existing service structure are required. 
Benchmarking to add languages should include the number of calls requesting the language. The bank's Staffing 
Management Plan supports hiring multilingual staff to support the most languages requested, based on findings. 
In addition to language volumes resulting in additional languages, we can provide the up to three additional 
languages the EDD may require based on regulatory or other changes. 
259 
Bidders should describe how their CSC will provide referral services for claimants who need assistance in 
languages not serviced by the Bidder's Customer Service Center. 
If additional language services are required above the minimum required, language line services will be used to 
serve these individuals. The service provides for over 240 different languages, which represent 98.6% of the 
languages spoken in the world. A 
listing of the languages supported is provided under Requirement 251. 
Once the appropriate language required is identified, the live representative will contact our language line 
translation service and request support in the needed language. Our representative will then support the 
cardholder via a 
three-way call with cardholder and translator on the line. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1218 
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260 
Bidders should describe their process to ensure that the CSC capacity is scalable to accommodate 
significant changes in call volume. 
The CSC is fully capable of handling expected and unexpected increases in call volume using telecommunications 
redundancy. As calls come into the system they are routed to the next available agent based on call type. The 
telecommunications system allows for call queuing and routes calls to agents immediately as they become 
available. Adjustments to agent schedules to accommodate peak call volumes are done based on trending 
analysis reports. 
When it is determined that call volumes may exceed the ability of the onsite staff to respond in accordance with 
the service level requirements, the team will route a 
percentage of the calls to one of the backup centers until 
call volumes return to normal range. Our CSRs are trained to support claimant questions regarding their prepaid 
debit card account throughout all designated call centers. 
To determine CSC capacity for the EDD, the bank uses claimant data provided by the EDD in combination with 
Bank of America call forecasting and a 
workforce management tool to create volume models. This information 
identifies peak times and volume distribution levels and provides the most appropriate staffing models. 
The workforce management system the bank uses has been developed to meet the requirements of contact 
centers that serve geographically dispersed offices. The system integrates forecasting, schedule planning, 
schedule management, long-term staff planning, office analysis, and database administration in one modular 
system. Within the system, data moves from function to function and server to supervisor workstation personal 
computer as needed. 
As a 
planning and management tool, the system forecasts anticipated contacts received and average handling 
times (AHTs), and based on these forecasts projects staffing requirements. This provides for optimal utilization 
of personnel resources and ensures that CSC objectives are met. 
261 
Bidders should describe how calls unrelated to the Bidder's responsibility under this RFP and resulting 
contract will be identified and referred to the EDD. 
The CSR staff is trained to identify and respond to questions that arise from a 
variety of card account usage 
situations. 
In the event a 
request for information is unrelated to the services provided by the customer service team and 
the question must be escalated to the EDD staff, the CSR refers the claimant to the appropriate EDD customer 
service number. Per RFP requirements, the call will be identified as an "unrelated" call by the nature of the 
question and logged for the required reporting. This process is further detailed in the Customer Services Manual. 
We will continue to work with the EDD to determine if a 
different referral process (i.e., soft transfer, cold 
transfer) is preferred. We will remain flexible in offering the best customer service to all EDD claimants who 
have a 
question directly related to their claims versus card account usage. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
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Page 47 of 59

262 
Bidders should describe the process for the EDO to directly speak to Bidder staff for priority assistance. 
In addition to providing customer service to ED  claimants, our team also provides customer service to ED  
staff. These services include direct interaction with the Project Manager. Cell phone numbers are already 
provided to the EDD, as well as alternative contact numbers to support meeting the requirement for 24/7 
service and one hour face-to-face response times. The EDO is our priority, and as such, these positions are 
supported by our Sacramento-based Client Management team resources. 
263 
Bidders should describe the number of days of transaction history available on their Website to view and 
print. Six months is minimum requirement per Req. 305. Bidders who offer longer period of transaction 
history on their Website will get points. 
Convenient access to transaction history is available through Online Customer Service by logging onto the 
website with User ID and Password. Once logged into the system, by navigating to Account History the 
cardholder may select current transactions for the current 30-day statement period or simply click on View 
Statements and select the desired statement period for the last 12-month period. 
It is our pleasure to provide access for the past 12 months online, and if cardholders need additional information 
they may always call cardholder customer service and request additional information. Starting in early 2016, we 
will have 24 months of transaction information and statements available online thru the Cardholder Website. 
Below is a 
sample screen shot. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1220 
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Page 48 of 59

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264 
Any Bidder that provides the option to speak with the CSR in the first announcement of IVR choices will 
be awarded points. 
As we have since program launch five years ago, within the initial greeting of our IVR, we provide callers with an 
option to talk to a 
live customer service agent. 
Cardholder customer service is provided 24 hours a 
day by calling a 
toll-free number for automated account 
information or live customer service representatives, as well as via online customer service. The hearing 
impaired may call a 
toll-free number forTTY line access as well. 
All IVR call flows for convenience provide account balance information up front following cardholder 
authentication and will also offer access to live representatives without going through multiple menus, The 
following are services that cardholders may obtain through the IVR: 
IVR Services for Cardholders 
Card.. 
activation 
Select 
•.
Personal 
Identification 
Number (PIN) 
Bank of America Merrill Lynch 
Check 
account 
balance. 
Check 
date/amount 
of last 
deposit 
Change PIN 
Check recent 
transactions 
Section V: EBP Service Requirements 
1221 
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Page 49 of 59

While we offer alternate time-saving and efficient methods of obtaining account information through both 
automated and online methods, we understand that speaking to a 
live representative is important to individual 
claimants when needed. The following are services that cardholders may obtain through live customer service 
representatives: 
• Toil-free access line 
• Multi language support 
• liv line for hearing impaired 
• When speaking to a 
customer service representative a 
claimant may: 
- 
Activate their card 
- 
Request transaction history 
Investigate transactions 
- 
Process lost / 
stolen / 
damaged card reports 
- 
Request an emergency cash transfer 
- 
Close accounts 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
1222 
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Page 50 of 59

I. End of Contract Activities 
The Contractor agrees that upon termination of this contract, the Contractor will work with the new 
contractor and the EDD throughout the transition in the best interest of the public being served. 
Changeover activities to be conducted by the Contractor, at no cost to the EDD, include, but are not limited to: 
• Participation in schedule development. 
• Testing of files and data records to be transferred. 
• IVR/Call Center transition planning. 
• Conversion planning, testing, and execution. 
• System and process documentation. 
• Ability to transfer balances to new debit cards. 
• EDD-approved communications to claimants. 
To prepare for changeover, the Contractor shall participate in the development of an End of Contract Plan, 
which will describe the activities to successfully transition to a 
replacement contractor, the sequence of those 
activities, the parties responsible for performing the activities, and a 
contingency plan, in the event 
changeover activities are delayed. 
REQ. 
DESCRiPNCN. 
çQNTRAa • 
ft 
AGREES 
CMME 
350 
The Contractor shall participate with its successor and 
the EDD in good faith to assist in changeover planning, 
preparation, testing, and implementation. 
Y 
351 
The Contractor shall develop an End of Contract Plan 
with the EDD within six (6) months from contract 
execution in accordance with the DED. 
Y 
352 
The Contractor shall deliver status reports to its 
successor and the EDD at the frequency determined in 
the EBP End of Contract Plan describing changeover 
activities during the changeover period. 
y 
353 
The Contractor shall document the results of 
changeover activities defined within the Plan in the EBP 
Changeover Activity Completion Report. 
V 
354 
The Contractor shall provide information necessary to 
facilitate the transition of services to its successor. 
y 
355 
The Contractor shall convert, export, or otherwise 
electronically deliver the data needed by its successor 
to conduct operations and maintain operational 
continuity, including, but not limited to debit card 
holder account data, direct deposit data, and names 
and addresses for mailing, reports, etc. 
y 
356 
The Contractor shall provide any data needed by its 
Y 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1244 
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Page 51 of 59

L. Investigations and Fraud Prevention 
The EDD takes a 
comprehensive approach to fraud prevention, detection, and deterrence. This approach  
involves the EDD's program areas, oversight entities, and business partners including federal, state, local law 
enforcement agencies, and prosecutors.  
The EDD's Investigation Division (ID) is a 
specialized law enforcement organization, enforcing the provisions of 
the CUIC. The Division provides investigative services to prevent, detect, and investigate instances of fraud  
committed against the EDD's programs and resources. The Contractor shall cooperate with the EDD's ID  
and/or any contractors EDD may utilize with regard to fraud investigations to the extent permissible by law.  
The ID's Criminal Intelligence Unit (CIU) analyzes allegations of fraud against the EDD's programs, and  
develops cases to be referred to the appropriate fraud unit for investigation and prosecution. The CIU also 
assists in detection and prevention of fraud in the EDD's programs.  
REQ 
S 
DESCRIPTION 
I 
1 
CO 
RACTOR 
AREES 
COMME. 
400 
The Contractor shall provide from its fraud team or 
fraud investigation unit a 
SPOC to work with an EDD 
fraud SPOC to assist in investigation, detection, 
deterrence and prevention activity. 
V 
401 
The Contractor shall report and confirm at each 
quarterly meeting a 
negative report or absence of any 
accidental or inadvertent release of confidential EDD or 
Claimant information. 
y 
402 
The Contractor shall provide a 
single process/form by 
which EDD Investigation Division can request 
transaction history, still photo images AND/OR video 
images with one request. 
y 
403 
The Contractor's fraud SPOC shall be available during 
business hours, Sam to 5 
p Monday through Friday 
(PT). 
y 
404 
The Contractor's fraud SPOC shall be available after 
business hours based on the EDD's business needs with 
prior notification. 
y 
405 
The Contractor shall have a 
representative (Custodian 
of Record for court testimony) to testify during hearings 
for subpoenaed documents. 
y 
406 
The Contractor shall provide a 
quarterly briefing to the 
EDD on trends, patterns, and overall fraud-related 
topics in the California EBP service. This briefing shall 
include information on new threats, new security 
related laws, regulations, and standards, and a 
history 
of security and fraud related issues since the previous 
briefing. The briefing will detail how the issues were 
handled and their disposition. 
V 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 
1251 
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Page 52 of 59

DESCRIPTION 
• 
AGREES 
L 
-; 
COMMENT 
407 
The Contractor shall provide a 
quarterly report to the 
EDD on trends, patterns and overall fraud related topics 
in the California Ear service. This report shall include 
information on new threats, new security related laws, 
regulations, and standards, and a 
history of security 
and fraud related issues since the previous report. The 
report will detail how the issues were handled and 
their disposition. 
Y 
408 
The Bidders shall provide a 
description of its fraud 
investigation process and when there would be 
interaction with the EDD Investigation Division, in their 
bid package. 
y 
409 
The Contractor shall retain in-network ATM video, 
photo, and/or digital image data for a 
minimum of 
twelve (12) months. 
N 
Given the volume of ATMs and ATM 
transactions, and the size of videos and 
photos, our enterprise-wide policy is to 
have a 
retenti
on period of 120 days for 
ATM video. 
410 
The Contractor shall document fraud detection 
procedures and methodologies. 
y 
411 
The Contractor shall cooperate with the EDD's 
Investigation Division and/or its contractors with regard 
to fraud investigations to the extent permissible by law. 
V 
The Bidder's responses to each of the following requirements will be scored using the methodology 
described in Section VIII, EVALUATION of this RIP. 
412 
Bidders should describe their in-network ATM video, photo and/or digital image data retention process 
including timelines beyond the twelve (12) month minimum required. 
Bank of America operates a 
network of more than 15,000 ATMs and provides video and photos as required by 
thousands of clients and non-clients nationwide. To manage this complex operation that provides critical 
investigative information, we must follow consistent internal processes and industry best practices as permitted 
by law. 
The EDD benefits from working with Bank of America as we have in-house insight into a 
high volume of EDD 
cardholder transactions 
- 
more so than any other ATM operator in the State. The organization stores transaction 
video and photos for 120 days. In addition, our industry best-in-class Fraud Investigations Department 
participates in investigations, applying specialized processes and tools to resolve fraud. We will continue to 
cooperate with the EDD's Investigation Division with regard to fraud investigations to the extent permissible by 
law. 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1252 
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Page 53 of 59

413 
Bidders should describe their fraud detection procedures and methodologies. 
Our fraud specialists are committed to stopping card transaction fraud before it happens by monitoring 
cardholder spending patterns. We provide extensive fraud monitoring, reviewing how and where the card is 
being used in order to block potential fraud if abnormal patterns are detected. Our fraud strategies decision 
authorization operates in real time with the ability to create manual and systemic fraud detection work queues. 
We support real-time maintenance of watch/block status on potential fraud accounts based upon access to prior 
authorization and activity information. Internal fraud trending reports are developed to monitor real-time 
changes to account status, as well as real-time ad hoc authorization reports. 
Once activity is identified as being outside normal spending habits: 
1. 
Cardholders are contacted to validate the transaction activity. 
2. 
Based on cardholder direction, the account is placed into the appropriate status. If there are posted 
fraudulent charges on the card account and the cardholder reports the card as lost or stolen, along with 
reporting the unauthorized transactions, the cardholder is no longer responsible for fraudulent activity 
attempted on the card. 
3. 
The Fraud Investigation team will engage the appropriate level of law enforcement and continue the 
investigation as warranted. Depending on the breadth of issues and patterns associated with the 
fraudulent transaction, fraud strategies will be developed and implemented in an effort to prevent 
similar situations. 
Depending on the breadth of issues and patterns associated with the fraudulent transaction, fraud strategies will 
be developed and implemented in an effort to prevent similar situations. Through our program, not only is there 
no liability for the EDD 
- 
all cardholders will be provided Bank of America's Zero Liability coverage with the 
card. 
As a 
part of our commitment to continually combat fraud, we are currently piloting the use of the Visa DPS Risk 
Services Manager (RSM) system for our Government Prepaid Card products. The fraud management tool will 
bring speed and control for additional fraud-rule creation or edits and provides a 
second layer of fraud 
mitigation. The system is also built to recognize misuse not fraud related and descriptive reason codes for 
authorization blocks versus suspected fraud declines. This ultimately reduces live agent minutes and cardholder 
frustration. 
RSM allows immediate response to emerging fraud trends and the application of specific rules and actions to 
transaction activities within an hour. Blocks may be placed on accounts, a 
fraud case may be created and 
transactions may be declined in real time and/or transactions can be sent in real time to the fraud system for 
scoring and evaluation against authorization and case create rules. The tool provides deeper risk strategy 
segmentation and rules can be tested within against historical transaction data. There is additionally robust daily 
detail and monthly summary analysis reporting available to assist us with updating the EDD on current fraud 
trends within the program. 
In addition to detection of transaction fraud, through five years of operating the EBP program, our call center 
and fraud personnel have become familiar with cues that may indicate benefits enrollment fraud. Upon 
detection of suspicious circumstances (such as recipient spending time in prison), the fraud team will flag the 
account for further review. Our fraud team will contact [DD's Investigation Division to alert you of the 
possibility of benefits enrollment fraud and allow you to conduct further investigation. 
Bank of America Merrill Lynch 
Section V: EBP Service RequirementsJ2S3 
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Page 54 of 59

Bank of America is committed to being at the forefront of fraud and data security strategies, benefiting the EDD 
and your claimants. We fully intend to apply the most rigorous fraud detection procedures to the EBP Program. 
Bank of America will continue to document our fraud detection procedures and methodologies for the EBP and 
Bank of America will cooperate with the EDD's Investigation Division with regard to fraud investigations to the 
extent permissible by law. 
Bank fraud policy 
We employ the highest level of security and fraud safeguards that provide significant risk reduction associated 
with misuse of stolen claimant information and access to bank applications. As a 
part of these safeguard 
measures, the bank uses its corporate Enterprise Information Management (ElM) policy to support the 
administrative, technical and physical security of information and applications. ElM is  division within Bank of 
America. 
ElM also protects the information in the bank's care and maintains our ability to serve even under difficult 
conditions. 
To meet these responsibilities, ElM has enterprise accountability for architecture, policy standards, access, 
delivery, analytics, and security. 
ElM is made up of these teams: 
Cyber Security and Identity Management 
- Leads the bank's relationships with public and private 
partners in cyber security and identity management reporting. 
• Global Information Security 
- Protects the bank's information assets by managing external and internal 
risks. To meet that responsibility, the team provides security policy, processes and controls, security 
assessments and consulting and threat management and remediation. 
Information Operations Analytics and Management 
- Manages operational processes including the 
bank's data warehouse (The W) production and delivery, access operations and governance, eDiscovery 
and cyber forensics. 
Fraud personnel 
Bank associates are responsible and held accountable for protecting our customers by understanding fraud 
policies. The InfoSafe Hotline is a 
24x7 corporate wide support line used for the reporting of any incidents that 
can be categorized as an inappropriate use, or potential compromise of bank assets to the ElM team. InfoSafe is 
utilized across our network and is part of the infrastructure for supporting security policies and procedures. 
Fraud detection 
The fraud detection system is supported by a 
comprehensive record retention that includes an electronic 
activity log for each action that is performed against a 
claimant's account. 
Fraud and security reports 
Our team retains records for the length of time required by the EDO after the expiration of the contract or to 
meet all legal requirements, whichever is longer. Logs are retained online for three years, after which time logs 
will be transferred to off-line storage for the remaining time. The online storage length of time allows the EOD to 
access historical information quickly if necessary. 
Bank of America Merrill Lynch 
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Reporting and briefings 
Our ElM policy provides for reporting of security incidents and fraudulent activities by the various program types 
within Bank of America and spans across all products and platforms. Bank of America provides a 
quarterly 
briefing and report to the EDD on trends, patterns, and overall fraud related topics in the California EBP service. 
This briefing includes information on new threats, new security-related laws, regulations, standards, and history 
of security and fraud related issues since the previous briefing. The briefing details how the issues were handled 
and the disposition. 
We also provide monthly and annual reports on security breaches of confidential information as well as security 
incidents of compromised system issues. 
Note: Reports are only generated if there are incidents reported during the reporting time period. If there are no 
incidents during the reporting time period, notifies the EDD during status update meetings that no incidents 
were reported. 
Severity levels indicate the amount of interaction needed by ElM teams. There are some incidents that only 
require notification of the action, such as test/debug, and some that require further research in which a 
potential for claimant confidential data may be breached. Items in the escalated category means that further 
investigation is needed to determine what actions need to be taken and what resolution is necessary. In the 
event confidential data is breached, we will work with the EDD information security officer to determine the 
severity as well as the next steps for resolution. 
Incident detection and reporting 
A 
primary function of the ElM InfoSafe team is to investigate and respond to incidents reported. Any incidents 
that are reported to the InfoSafe team are thoroughly investigated and responded to base on the severity of the 
incident. The InfoSafe team will engage the Incident Response Team as the incident is being investigated. 
As part of standard operating procedures and in accordance with ElM standards, security incidents are reported 
and recorded as critical, important, or recommended, These incidents may include fraud, theft, loss of data, 
physical destruction and unauthorized access to an information technology system. Security incidents will be 
reported in accordance with the severity classification. The bank will notify all parties affected by a 
security 
breach in accordance with our ElM information security plan. 
The bank has a 
dedicated Incident Response Team that manages information security incidents escalated as 
critical. This includes coordination of response activities and communication to our business partners and ElM 
management. The Incident Response Team evaluates what information was compromised and engages multiple 
areas to process, evaluate, and respond accordingly. For instance, if a 
social security number was lost, then 
Identity Theft Monitoring would be performed. If a 
credit card number was lost, Visa would be notified and the 
card would be terminated. 
Incident detection management includes, but is not limited to, response and investigation of all security related 
incidents that adversely affect the EDD claimants in an effort to minimize damages from security malfunctions. if 
there are conditions where the applicability of the standards is not clear, it is the responsibility of that individual 
to seek additional guidance from the ElM group. 
Security incident reporting procedures 
procedures have been developed for all associates to report security incidents. The following are requirements 
for incident notification: 
Bank of America Merrill Lynch 
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• All associates will report all incident notifications to the InfoSafe hotline 
• All employees are required to report incidents or suspected incidents as they become aware of the 
incident or suspected incident 
• Report all security incidents immediately under the following conditions: 
- 
When there is financial exposure or a 
loss 
- 
Incidents which are precipitated by the improper or negligent actions of a 
service provider 
employee, contract/temporary worker, or vendor services representative 
The initial notification must provide the following information, at a 
minimum: 
• A 
general description of what occurred 
- 
if appropriate 
• Characterization of perpetrator(s) thought to be involved (i.e., insider, outsider) - 
if appropriate 
• Corrective actions that have been taken, orthat are planned 
Remediation recommendations 
Bank of America Merrill Lynch 
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Phased rollout and timeline 
The overall timeline and key milestones for developing the claimant marketing and customer communications 
materials were developed based on weekly meetings between the EDD and Bank of America. The timeline was 
segregated into three key project phases: 
• Pre-Card Issuance 
• Card Issuance 
• Ongoing Education and Support 
Pre-Card Issuance Phase 
The focus during the Pre-Card Issuance phase is notification. During this phase of the claimant marketing and 
communications materials development, we designed and implemented a 
communications plan to notify and 
educate claimants, agency employees, and outside stakeholders about the new payment process and card 
benefits. 
The design, development, and implementation components of the Pre-Card Issuance phase are described below. 
• Design period —During the design period, we worked collaboratively with the EDD to finalize the EBP 
Project requirements and specifics of the marketing and customer communications approach. 
• Development period —During the development period, the bank developed and submitted for approval 
the EBP claimant marketing and customer communications materials. 
• Implementation period —During the implementation period, the bank prepared the final approved 
materials for distribution and determined the claimant marketing and communications materials rollout 
plan. The EDD and the bank worked collaboratively 
to design the most effective rollout strategy to 
minimize questions and concerns from the EBP Project participants and provide the most benefit to the 
customers. 
Card Issuance Phase 
The focus during the Card Issuance phase was adoption. During this phase, we encouraged immediate activation 
and usage of the card, provided usage and fee avoidance education, and offered direct deposit transfers. The 
content and information contained in the collateral pieces developed during this phase explained the EBP 
Project, the use of the [BP card, schedule of fees and other helpful information as determined in concert with 
the EDD. 
Ongoing Education and Support Phase 
The focus during the Ongoing Education and Support phase is satisfaction. During this phase, the bank continues 
to provide ongoing education on usage, getting cash without fees, and building financial literacy in an effort to 
support the claimants and the program benefit continually. We will make any modifications necessary to comply 
with the upcoming CFPB rules, including any adjustments required to fee disclosures. 
Methods of marketing distribution 
We used two primary methods to disseminate marketing and customer communications materials to claimants: 
hard copies and the website. Marketing distribution for employers and other stakeholders was primarily via 
electronic methods. This section addresses the various methods of distributing marketing materials. 
Bank of America Merrill Lynch 
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Attachment V1.1 Revenue Share 
Revenue Share 
The. ED  must adapt a 
service that will assist in offsetting program costs associated with managing the Uland 
SDI programs by sharing a 
portion of the Interchange Fees earned by the contractor and/or its subcontractors, 
and not fees paid by the claimants. The proposed revenue share must comply with requirements of any state, 
federal or financial industry regulation. A 
response to this section of the REP is required. Failure to include a 
revenue share figure will be a 
material deviation and the bid will be rejected. 
Bidders shall complete the Revenue Share Model below with their proposed amounts and submit with their 
proposal in Volume Ill Revenue Share Model in a 
separately sealed, marked envelope as instructed in Section VII 
PROPOSAL FORMAT. 
Bank of America carefully assessed external variables, consulting with both internal and external 
economists to better understand likely unemployment rates in the State of California and the 
anticipated Targeted Federal Funds Rate (TFFR) over the next contract term. Forecasts indicate a 
climbing TFFR that will exceed the floor proposed below, which will drive growing revenue share with 
the EDO. While we cannot guarantee specific rates, the best economic data available to Bank of 
America strongly indicates higher year-over-year increases. We are available to discuss this further. 
; Our economic proposal puts the claimant first. We have strived to maintain best-in-industry claimant, 
pricing and servicing, while operating the industry's most robust data security, fraud mitigation, and 
processing capabilities. We have continuously sought to drive further operating efficiencies without 
- 
sacrificing any level of service. This proposed floor rate enables Bank of America to sustain this 
program, while continuing to provide the EDO with fair and equitable revenue share. 
Bidder's Proposed Revenue Share 
Average Collected Daily Balance (ACDB) in the 501 and UI trust account times 50% of the Targeted Federal Funds 
Rate (TFFR) divided by 365 [or 366 in leap years)times the number of days in the month [ACDB x 
(TFFR x 
.50) ' 
by 
365 [or 366 in Iea*years] x 
## of days in the month]. 
There will be a 
floor of 40 basis points if 50% of the TFFR is less than the floor basis points for that month's 
calculation. Revenue Share shall be paid to EDO monthly by the fifth business day of the calendar month for 
the previous month's revenue. 
During the contract term, the TFFR as set by the Federal Open Market Committee (FOMC) may be replaced with 
another published index if the EDD and Contractor mutually agree to this change. 
Bank of America Merrill Lynch 
Attachment V1.1 Revenue Shartlir 
Case 3:21-md-02992-GPC-MSB     Document 324-25     Filed 08/29/24     PageID.6960 
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