Exhibit 171 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 378-16, 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. 378-16 · 2024-11-21 · Docket on CourtListener

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 
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