Court filing

Exhibit 171 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-16, S.D. Cal. No. 3:21-md-02992)

Summary

Exhibit 171, Document 378-16, filed 11/21/24 in Case 3:21-md-02992-GPC-MSB (S.D. Cal.), is part of Bank of America Merrill Lynch's response dated July 10, 2015 to the State of California Electronic Benefits Payments Solicitation RFP No. 65466, Volume I - EPB Service Proposal, marked master copy. A requirements table includes items on the claimant IVR and the customer service center, which must run seven days a week, 24 hours per day, with average wait times limited to 30 seconds for most calls and no more than two minutes for all calls. The facility must be located in the United States, and staff must serve claimants in English, Spanish, Armenian, Tagalog, Punjabi, Cantonese, Mandarin and Vietnamese, plus TTY. Each requirement is marked Y.

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Filed November 21, 2024 in In re Bank of America California Unemployment Benefits Litigation; one of 1602 filings from this case.

Record facts

Court	U.S. District Court for the Southern District of California
Filed	2024-11-21

Cite this document

“Exhibit 171 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-16, S.D. Cal. No. 3:21-md-02992).” U.S. District Court for the Southern District of California, No. 3:21-md-02992-GPC-MSB, Doc. 378-16, filed 2024-11-21. Archived at Pandemic Darlings, https://pandemicdarlings.com/court-filings/full-docket-bofa-ca-unemployment-casd-709615/2024-11-21-gov-uscourts-casd-709615-378-16-gov-uscourts-casd-709615-378-16/, SHA-256 97c0d483236825a515ff6a7520983b77ef8fee146678cb892d390366d616728d.

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Full text

Exhibit 171 
Case 3:21-md-02992-GPC-MSB     Document 378-16     Filed 11/21/24     PageID.14407 
Page 1 of 3

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 
Case 3:21-md-02992-GPC-MSB     Document 378-16     Filed 11/21/24     PageID.14408 
Page 2 of 3

'ES 'l!IION:: 
CONTRA 0' 
•COMMEN . 
stolen card. 
220 
The Contractor's claimant IVR shall automatically route 
a 
call to a 
CSR if there is touch tone fail or no response 
to IVR prompts in 30 seconds. 
y 
221 
The Contractor's claimant IVR shall announce that 
benefit eligibility-related questions should be directed 
to the EDD. 
y 
222 
The Contractor shall have a 
process to handle IVR 
problems identified by claimants. 
Y 
223 
The Contractor shall record and play new or modified 
IVR messages at no cost to the EDD. 
Y 
224 
The Contractor shall provide and maintain a 
CSC 
seven (7) days a 
week, twenty-four (24) hours per day, 
except for routine scheduled maintenance not to 
exceed two (2) hours per month. 
Y 
225 
The Contractor shall provide and maintain a 
CSC seven 
(7) days a 
week, twenty-four (24) hours per day, except 
for routine maintenance not to exceed two (2) hours 
per month. 
Y 
226 
The Contractor shall, limit the average wait time to 
speak to a 
live CSR to no more than 30 seconds for 99 
70 percent of the calls, and no more than two (2) 
minutes for all calls. 
y 
227 
The Contractor's CSC facility, which will service the 
EDD's customers, shall be located in the United States 
from the time of contract execution to the end of the 
contract. 
Y 
228 
The Contractor shall provide all services during CSC 
operating hours. 
'( 
229 
The Contractor's CSC shall be available through a 
toll- 
free number that is accessible in the United States, its 
territories, and Canada. 
y 
230 
The Contractor's CSC shall be available through a 
dedicated number that is internationally accessible. 
y 
231 
The Contractor's CSC shall have staff to provide 
services, at a 
minimum, in the following languages: 
English, Spanish, Armenian, Tagalog, Punjabi, 
Cantonese, Mandarin, Vietnamese languages and TTY-
IDO (telephone device for the deaf), twenty- four (24) 
hours per day, seven (7) days per week. 
y 
232 
In addition to the languages identified in Req. 231, the 
Contractor's CSC shall have the capability to expand to 
provide services in three additional languages 
V 
Bank of America Merrill Lynch 
Section V: EBP Service Requirements 1187 
Case 3:21-md-02992-GPC-MSB     Document 378-16     Filed 11/21/24     PageID.14409 
Page 3 of 3

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