Exhibit 115 — In re Bank of America California Unemployment Benefits Litigation (Dkt. 379-6, 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. 379-6 · 2024-11-22 · Docket on CourtListener

Full text

Exhibit 115 
Case 3:21-md-02992-GPC-MSB     Document 379-6     Filed 11/22/24     PageID.14501 
Page 1 of 4

ST ATE OF CAUfORNlA 
STANDARD AGREEMENT 
STD 2·13 iRev 06Kl3} 
AOHEEMENT NUMBER 
M6100352 
'"'"'"'"'"'"'"'"'"'"'"'"'" .................. ~ 
REG!STPATION NUM8ER. 
1. This Agreement is entered into between the State Agency and the Contractor named below: 
STATE AGEtJCYS NAME 
Employment Development Department 
COtffRl\CTOR'S NAMt 
Bank of America, NA 
2. 
The term cf this 
S/1/2fH 6 
through 
7/31/2021, or five (5) years from final approval, 
Agreement !s: 
In addition, EDD has the option to renew for tvvo (2) additional tvvo {2) year terms. 
3. 
The maximum amount 
of this Agreement is: 
$0.00 No Dollars No Cents. The contract is no cost for the EDn The Contractor is to 
provide revenue shares to the EDD in accordance w\th Attachment VI. 1 of their Proposal. 
4. The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a 
part of the Agreement. 
Exhibit A - Scop~ of Work 
Exhibit B *~General Terms and Conditions 
Exhibit C -
Requ~st for Proposal (RFP) #65466 {Incorporated by reference) 
Exhibit D- Bank of Amerim:i's response to RFP 6546£ (Incorporated by reforeoce) 
Exhibit E , Confidentiality Requirements 
m------~ages"""' 
GTC6i0 
3 Pages 
Items shown wlth an Asterisk ("), aw heroby incorporated by referonce and made part of tilis agroement .as if attached harolo. 
Thess documents can be viewed al http:!/www,dqs.cas1ov!afs!ResourceslStand:»rdCpatrnctLanqtJf#mM¥ipx 
IN WITNESS WHEREOF, this Agreement has been executed by the parties hereto. 
CONTRACTOR 
CONTRACTOR'S NAME (if other lha11 an indh'>'diiaf, stMe whHMr 3 corparation pa;tnrHship. etc.) 
Bank. of America~ NA 
BY (Al;1iNtf,'w:I Signature!~··),/{ 
.Jff!S'" 
,,,,,,, ... " 
f~....,..,,...-·· 
PN!NTED NAME AND TITLE OF PERSON SIGNING 
Dawn Haddm:;k, Director, Senior Treasury Solutions Officer 
AODRESS 
555 Capitol Mall, Suite 765 
Sacramento, CA 95814·4503 
STATE OF CALIFORNIA 
AGENCY lllA.Mfi 
Employment Development Department 
AODRESS 
800 Capitol Mal!, MIC 62-C, Sacramento, CA 95814 
CONFIDENTIAL PURSUANT TO PROTECTIVE ORDER 
OATE S\GNE:!)(y'Z! nm (JPW 
/ t) ll 5 I{~~.·-·· ~~-11 
California .~parlnumt of Genaro! 
Services Use Only 
~ Exempt per: 
DGS Exemption Letter No. 544 
BANA_EDD_MDL-00002286 
Case 3:21-md-02992-GPC-MSB     Document 379-6     Filed 11/22/24     PageID.14502 
Page 2 of 4

EXHIBIT A 
SCOPE OF WORK 
EDD Contract No, M6100352 
EDD/Bank of America 
Page 1of2 
1, This Agreement is entered into by and between the Employment Development Department, 
hereinafter referred to as EDD, and Bank of America, hereinafter referred to as Contractor, 
and is for the purpose of the Contractor establishing, operating and maintaining a 
comprehensive Electronic Benefit Payrrent (EBP) service for the EDD, 
2, The project representatlves during the term of this agreement shall be: 
Employment Development Deparirri~f1t 
Cindy Kakutani 
Information Technology Branch 
751 N Street, Solar 4 
Sacramento, GA 95814 
(916} 654~9217 
Natalie Mack 
Disability Insurance Branch 
800 Capito! Ma!!, MIC 29 
Sacramento, CA 95814 
(916) 654-7723 
Regina luster-Shaw 
Disability Insurance Branch 
800 Caplto! Mall, MIC 29 
Sacramento, CA 95814 
(016) EH57··3984 
Michael Greenlow 
Unemployment Insurance Branch 
800 Capitol Mall, MIC 1 
Sacramento, CA 95814 
(915) 55·1~6187 
Bank of America 
Dawn Haddock 
Director, Senior Treasury Sales Officer 
555 Capitol Mall 
Sacramento, CA 95814 
(916) 326-7825 
3, The services shall be provided ln accordance with the following sections of the RFP and the 
Contractor's response to EDD's Request for Proposal #65466: 
a. Section IV, Administrative Requirements, including Attachment IV3, Staff Roles and 
Qualifications Matrix; Attachment IV8, Employee Confidentiality Statement and IV-9. 
Indemnity Agreement. 
b. Section V, EBP Service Requirements, lnc!uding Attachment V.1, Statement of Work; 
Attachment V.2, Statement of Work EBP Service Requirements and V.3, Fee Schedule, 
CONFIDENTIAL PURSUANT TO PROTECTIVE ORDER 
BANA_EDD_MDL-00002287 
Case 3:21-md-02992-GPC-MSB     Document 379-6     Filed 11/22/24     PageID.14503 
Page 3 of 4

Benefit Paymeptfi ··. 
REQ 
# 
DESCRIPTION 
212 
The Contractor shall ensure that the claimant IVR 
capacity is scalable to accommodate significant 
changes in call volume. 
213 
The Contractor shall have a EDD approved 
process for handling calls that exceed the IVR call 
capacity. 
214 
The Contractor's claimant IVR shall announce the 
cardholder's debit card balance before presenting 
the cardholder with additional options. 
215 
The Contractor's claimant IVR shall provide the 
date and amount of the last deposit. 
216 
The Contractor's claimant IVR shall provide the 
ability for a claimant to review the ten (10) most 
recent successful transactions, including the date 
and amount of each transaction within 90 days. 
217 
The Contractor's claimant IVR shall allow the 
claimant to request that a statement be mailed to 
the claimant at no cost. 
218 
The Contractor's claimant IVR shall allow the 
card holder to transfer to a CSR to report a 
lost/stolen card. 
219 
The Contractor's claimant IVR shall allow the 
claimant to transfer to a CSR for reasons other 
than a lost or 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. 
221 
The Contractor's claimant IVR shall announce that 
benefit eligibility-related questions should be 
directed to the EDD. 
222 
The Contractor shall have a process to handle IVR 
problems identified by claimants. 
223 
The Contractor shall record and play new or 
modified IVR messages at no cost to the EDD. 
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. 
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. 
226 
The Contractor shall, limit the average wait time to 
speak to a live CSR to no more than 30 seconds 
for 00-ZQ_percent of the calls, and no more than 
two (2) minutes for all calls. 
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. 
CONFIDENTIAL PURSUANT TO PROTECTIVE ORDER 
CONTRACTOR 
AGREES 
(¥/N) 
EDD RFP #65466 
1 04 of .:t-+l 17 4 
COl'v11'v1ENT 
BANA_EDD_MDL-00002453 
Case 3:21-md-02992-GPC-MSB     Document 379-6     Filed 11/22/24     PageID.14504 
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