Standard Agreement — Employment Development Department, Bank of America, NA (Document 591-98)
Summary
Document 591-98 (marked DX 39) in Case 3:21-md-02992-GPC-MSB, filed October 17, 2025: a State Standard Agreement (STD 2-13) between the Employment Development Department and Bank of America, NA, bearing EDD Contract No. M6100352. The agreement states that the maximum amount is $0.00, that the contract is no cost for the EDD, and that the contractor is to provide revenue shares to the EDD. Exhibit A, the scope of work, concerns the contractor establishing, operating and maintaining an EBP service for the EDD, and the signature block names Dawn Haddock, Director, Senior Treasury Solutions Officer. Exhibit E sets confidentiality requirements, including notice to the EDD Information Security Office within 24 hours of discovering a breach.
Summary drafted by a model from the document's text below and checked by script against that text before publication. It is a navigation aid, not a reading of what the document proves. Where AI is used
- Date
- 2025-10-17
Cite this document
“Standard Agreement — Employment Development Department, Bank of America, NA (Document 591-98).”
Original at ecf.casd.uscourts.gov, dated 2025-10-17. Archived at Pandemic Darlings, https://pandemicdarlings.com/source-documents/2025-10-17-kyc-company-litigation-f8afce15-1/
, SHA-256 f8afce156c689c787a3bd18691c42b534146ccf737b119e87258ca8becf84e34.Full text
Full text shows the first 300 of 567 pages; the complete document is the PDF above.
Case 3:21-md-02992-GPC-MSB Document 591-98 Filed 10/17/25 PageID.42353
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DX 39
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STATE OF CAUfORNlA Page 2 of 567
STANDARD AGREEMENT
STD 2-13 iRev 06Kl3} AGREEMENT NUMBER
M6100352
REG!STPATION NUM8ER
1. This Agreement is entered into between the State Agency and the Contractor named below:
STATE AGEtJCY'S NAME
Employment Development Department
COtffRI\CTOR'S NAMt
Bank of America, NA
2. The term of 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 mo {2) year terms,
3. The maximum amount $0.00 No Dollars No Cents, The contract is no cost for the EDn The Contractor is to
of this Agreement is: provide revenue shares to the EDD in accordance w\th Attachment VL 1 of their ProposaL
4. The parties agree to comply with the terms and conditions of the following exhibits which are by this reference made a
part of the Agreement
Exhibit A - Scop~ of Work 2 Pages
Exhibit B *~General Terms and Conditions GTC6i0
Exhibit C - Requ~st for Proposal (RFP) #65466 {Incorporated by reference)
Exhibit D- Bank of Amerim:!'s response to RFP 6546£ (Incorporated by reference)
Exhibit E , Confidentiality Requirements 3 Pages
Items shown with an Asterisk ("A aw heroby incorporated by referonce and made part of tilis agroement ti$ if attached haro/o,
Thess documents can be viewed at http:!/www,dqs.ca.qovlafs!ResourceslStand,m:iCpatrnctLaaqyaqe,:f¥ipx
IN WITNESS WHEREOF, this Agreement has been executm:I by the parties hereto,
California .~parlment of Gen&';;!
CONTRACTOR Services Use Only
CONTRACTOR'S NAME ()f other /ha!'/ M indh'kiilaf, st3/e whMhiH 3 corparati0{1 pa;tnlfHShip, etc,)
Bank of America~ NA
BY _(f½1fNr:,crA Signature/~'")/~/ ,
,£5 >»»,~» t,,,1,:.-~
PN!NTED NAME AND TITLE OF PERSON SIGNING
Dawn Haddock, Director, Senior Treasury Solutions Officer
AODRESS
555 Capitol Mall, Suite 765
Sacramento, CA 95814•4503
STATE OF CALIFORNIA
AGENCY 11/AJ,ifi
Employment Development Department
OATE Sfl.,NEO(f(i nm (JPW
1
/r> ll 3 ri.~-
.. ,...,_ ~ Exempt per:
Xoc,hitl Montano, Manager, Contract Services Group DGS Exemption Letter No, 544
AODRESS
800 Capitol Mal!, MIC 62-C, Sacramento, CA 95814
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EDD Contract No, M6100352
EDD/Bank of America
Page 1 of 2
EXHIBIT A
SCOPE OF WORK
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:
Bank of America
Cindy Kakutani Dawn Haddock
Information Technology Branch Director, Senior Treasury Sales Officer
751 N Street, Solar 4 555 Capitol Mall
Sacramento, GA 95814 Sacramento, CA 95814
(916} 654-9217 (916) 326-7825
Natalie Mack
Disability Insurance Branch
800 Capitol Ma!!, MIC 29
Sacramento, CA 95814
(916) 654-7723
Regina luster-Shaw
Disability Insurance Branch
800 Caplto! Mall, MIC 29
Sacramento, CA 95814
(016) 657--3984
Michael Greenlow
Unemployment Insurance Branch
800 Capito! Mall, MIC 1
Sacramento, CA 95814
(915) 55·1~6187
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 V2, Statement of Work EBP Service Requirements and V.3, Fee Schedule,
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EDD Contract No, M6100352
EDD/Bank of America
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EXHIBIT A
c. Section VI, Revenue Share Model, including VL i, Revenue Share,
d, Exhibit B, Confidentiality Requirements,
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EDD/Bank of America
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EXHIBIT E
CONFIOENTlAUTY REQUIREMENTS
PROTECTION OF CONFIDENTIALITY
Federal and state confidentiality laws, regulations, and administrative policies classify al! the Employment
Development Department (EDD} information provided under this Agreement as confidential The federal and
state !8ws prohibit disclosure of the EDD's confidential information to the public and mandate its protection
against loss f:!nd against unauthorized access, use, disclosure, modification, or destruction,
The Contractor must therefore, agree to the following security and confldentiaHty requirements:
I. ADMINlSTRAll\lE SAFEGUARDS
2L Adopt policies and procedures to ensure use of the EDD's confidential information solely for purposes
specifically authorized under this Agreement that meet the requirements of Titte 20, Code of Federal
Regulations §603,10,
b, Warrant by execution of this Agreement, that no person or semng agency has been employed or
retained to solicit or secure this Agreement upon agreement or understanding for a commission,
percentage, brokerage, or contingent fee, In the event of a breach or vio!atlon of this warranty, the
EDD shall have the right to annul this Agreement without liability, in addition to other remedies provided
by !aw,
c, Warrant and certify that in the performance of this Agreement the Contractor wHl comply with al!
appiicable statutes, rules andior regulations, and Agreement information security requirements,
including but not Hrnited to the following:
• California Unemployment Insurance Code §1094 {Disclosure Prohibitions}
• Title 20, Code of Federal Regulations §e03,9 and §6031 o (Federal Unemployment Compensation
Safeguards and Security Requirements)
• California Civil Coda §1798, et seq, (Information Practices Act)
• California Penal Code §502 (Computer Fraud Act}
• Title 5, U.S. Code §552a (federal Privacy Act Disclosure Restrictions)
• Title 42, U,Et Code §503 (Social Security Act)
• Title 18, U.S. Code §1905 {Disclosure oi Confidential Information)
d, Except fer state agencies, agree to indemnify the EDD against any loss, cost, damage or liability
resulting from violations of these applicable statutes, rules and/or regulations, and Agreement
information security requirements.
e, Protect the EDD'S information against unauthorized access, at all times, !n a!! forms of media, Access
and use the information obtained under this Agreement only to the extent necessary to assist in the
valid administrative needs of the program receiving such information, and only for the purposes defined
in this Agreement
f. Keep al! the EDD's confidential information completely confidentiaL Make this information available to
authorized personnel on a ''rn-1e(,Ho*know" basis and only for the purposes authorized under this
Agreement. "Need-to-know" refers to those authorized personnel who need information to perform their
official duties in connection with the use of the information authorized by this Agreement
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EXHIBIT E
CONFIOENTIAUTY REQUIREMENTS
g, Notify the EDD Information Security Office (!SO) at (916} 654-6231, lmmediate!y upon discovery, that
there may have been a breach in security which has er may have resulted in compromise to the
confidential information, For purposes of this section, immediately is defined within 24 hours of
discovery of the breach. The notification shall be by phone and the caHer shall speak directly with a
person in the EDD ISO, It is not sufficient to simply leave a message. The notification must include
a detailed description of the incident (such as time, date, location, and circumstances) and identifying
responsible personnel (name, Uie and contact information), The verbal notification shall be foUowed
with an email notification to <lnformatlonSecurityOffk::e@edd,cagov>,
it MANAGEMENT SAFEGUARDS
a, Acknowledge that the confidentla! Information obtained by the Bldder under this .A,greement remains the
property of the EDD.
b, Instruct all personnel assigned to wcrk with the information provided under this Agreement regarding
the following:
• Confidential nature of the EDD information
• Requirements of this Agreement
• Sanctions specified in federal and state unemployment compensation laws and any other relevant
statutes against unauthorized disclosure of confidential information provided by the EDD,
c, Require that all personnel assigned to work with the information provided by the EDD complete the EDD
Confldent!a!ity Agreement (Attachment D1}:
d. Return the following completed documents to the EDD Contract Services Group:
o 'fhe EDD Indemnity Agreement (Attachment V 9): Required to be completed by the
Contractor Chief Financial Officer or authorized Management Representative, unless the
Bidder ls a State Agenc:1-
0 The EDD Statement of Responsibility Information Security Certification (Attachment V
10): Required to be completed by the Information Security Officer or authorized
Management Representative,
e, Permit the EDD to make on*site inspections to ensure that the terms of this Agreement are being met
Make available to the EDD staff, on request and during on-site reviews, copies of the EDD
Confidentiality Agreement (Attachment D1) cornpleted by personnel assigned to work with the EDD's
confidential information, and hereby made a part of thls Agreement
f. Maintain a system of records sufficient to allow an audit of compl!ance with the requirements under
subsection (d) of this part Permit the EDD to make on~site inspections to ersure that the requirements
of federal and state privacy, confidentiality and unemployment compensat:on statutes and regulations
are being met including but not limited to Socia! Security Act §1137(a){5)(B),
rn. USAGE DUPLICA'TION, AND REDISCLOSURE SAFEGUARDS
1
a, Use the EDD's confidential information only for purposes spec\fica!!y authorized under this Agreement
The information is not admissible as evidence in any action or special proceeding except as provided
under §1094(b) of the Ca!ifomia Unemployment Insurance Code (CUIC), Section 1095(u) cf the CUIC
does not authorize the use of the EDD's corrfidential information by any private coHection agency,
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EXHIBIT E
CONFIDENTIALITY REQUIREMENTS
b, Extraction or use of the EDD information for any purpose outside the purposes stated ln this Agreement
is strictly prohibited. The information obtained under this Agreement shall not be reproduced, published,
sold, or released in original or any other form not specificalfy authorized under this Agreement
c, Disdosure of any of the EDD information to any person or entity not specifically authorized in this
Agreement is strictly prohibited, Personnel assigned to work with the EDD's confidential information
shall not reveal or divulge to any person or entity any of the confidential information provided under this
Agreement except as authorized or required by law,
IV. PHYSICAL SAFEGUARDS
a. Take precautions to ensure that only authorized personnel are given access to physical, electronic and
on~line files. Store electronic and hard copy information !n a place physically secure from access by
unauthorized persons, Process and store information in electronic format, such as magnetic tapes or
discs, in such a way that unauthorized persons cannot retrieve the information by means of computer,
remote terminal, or other means,
b. Secure and marntaln any computer systems (network, hardware, and software applications) that wi!! be
used in the performance of this Agreement This includes ensuring that all security patches, upgrades,
and antl~vlrus updates are applied as appropriate to secure data that may be used, transmitted, or
stored on such systems in the performance of this Agreement
c. Store al! the EDD's confidential documents in a physically secure manner at all times to prevent
unauthorized access,
d, Store the EDD's confidential electronic records in a secure central computer facility, Where ln-use on a
shared computer system er any shared data storage system, ensure appropriate information security
protections are in place, The Bidder shall ensure that appropriate secunty access controls, storage
protections and use restrictions are in place to keep the confidential information in the strictest
confidence and shall make the information available to its own personnel on a ''need-to-know" basis
only.
e, A cloud computing envlronment cannot be used to receive, transmit, store. or process the EDD's
confidential data.
f Store the EDD's confidential data in encrypted format when recorded on removable electronic storage
media, or on mobile computing devices, such as a faptop computer.
g, Maintain an audit trail and record data access of authorized users and authorization level of access
granted to the EDD's data, based on job function
h. Direct a!l personnel permitted to use the EDD's data to avoid leaving the data displayed on their
computer screens where unauthorized users may view it Personnel should retrieve computer printouts
as soon as they are generated so that the EDD'S data is not left unattended in printers where
unauthorized personnel may access them
i. Dispose of confidential information obtained from the EDD, and any copies thereof made by the
Contractor, after the purpose for which the confidential information is disclosed is served, Disposal
means return of the confidentiaf information to the EDD or destruction of the information utilizing an
approved method of confidential destruction, which includes electronic deletion (following Department
of Defense specfflcaUons) shredding, burning, or certified or witnessed destruction,
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GTC 610
EXHIBIT C
GENERAL TERMS AND CONDITIONS
l. APPROVAL: This Agreement is of no force or effect until signed by both parties and
approved by the Department of General Services, if required. Contractor may not commence
performance until such approval has been obtained.
2. AMENDMENT: No amendment or variation of the terms of this Agreement shall be valid
unless made in writing, signed by the parties and approved as required. No oral understanding or
Agreement not incorporated in the Agreement is binding on any of the parties.
3. ASSIGNMENT: This Agreement is not assignable by the Contractor, either in whole or in
part, without the consent of the State in the form of a formal written amendment.
4. AUDIT: Contractor agrees that the awarding department, the Department of General Services,
the Bureau of State Audits, or their designated representative shall have the right to review and
to copy any records and supporting documentation pertaining to the performance of this
Agreement. Contractor agrees to maintain such records for possible audit for a minimum of three
(3) years after final payment, unless a longer period of records retention is stipulated. Contractor
agrees to allow the auditor( s) access to such records during normal business hours and to allow
interviews of any employees who might reasonably have infom1ation related to such records.
Further, Contractor agrees to include a similar right of the State to audit records and interview
staff in any subcontract related to perfonnance of this Agreement. (Gov. Code §8546.7, Pub.
Contract Code §10115 et seq., CCR Title 2, Section 1896).
5. INDEMNIFICATION: Contractor agrees to indenmify, defend and save harmless the State, its
officers, agents and employees from any and all claims and losses accruing or resulting to any
and all contractors, subcontractors, suppliers, laborers, and any other person, firm or corporation
furnishing or supplying work services, materials, or supplies in connection with the performance
of this Agreement, and from any and all claims and losses accruing or resulting to any person,
firm or corporation who may be injured or damaged by Contractor in the performance of this
Agreement.
6. DISPUTES: Contractor shall continue with the responsibilities under this Agreement during
any dispute.
7. TERMINATION FOR CAUSE: The State may terminate this Agreement and be relieved of
any payments should the Contractor fail to perform the requirements of this Agreement at the
time and in the manner herein provided. In the event of such termination the State may proceed
with the work in any manner deemed proper by the State. All costs to the State shall be deducted
from any sum due the Contractor under this Agreement and the balance, if any, shall be paid to
the Contractor upon demand.
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8. INDEPENDENT CONTRACTOR: Contractor, and the agents and employees of Contractor,
in the perfonnance of this Agreement, shall act in an independent capacity and not as officers or
employees or agents of the State.
9. RECYCLING CERTIFICATION: The Contractor shall certify in writing under penalty of
perjury, the minimum, if not exact, percentage of post consumer material as defined in the Public
Contract Code Section 12200, in products, materials, goods, or supplies offered or sold to the
State regardless of whether the product meets the requirements of Public Contract Code Section
12209. With respect to printer or duplication cartridges that comply with the requirements of
Section 12156(e), the certification required by this subdivision shall specify that the cartridges so
comply (Pub. Contract Code§ 12205).
10. NON-DISCRIMINATION CLAUSE: During the performance of this Agreement, Contractor
and its subcontractors shall not unlawfully discriminate, harass, or allow harassment against any
employee or applicant for employment because of sex, race, color, ancestry, religious creed,
national origin, physical disability (including HIV and AIDS), mental disability, medical
condition (e.g., cancer), age (over 40). marital status, and denial of family care leave. Contractor
and subcontractors shall insure that the evaluation and treatment of their employees and
applicants for employment are free from such discrimination and harassment. Contractor and
subcontractors shall comply with the provisions of the Fair Employment and Housing Act (Gov.
Code §12990 (a-f) et seq.) and the applicable regulations promulgated thereunder (California
Code of Regulations, Title 2, Section 7285 et seq.). The applicable regulations of the Fair
Employment and Housing Commission implementing Government Code Section 12990 (a-f), set
forth in Chapter 5 of Division 4 of Title 2 of the California Code of Regulations, are incorporated
into this Agreement by reference and made a part hereof as if set forth in full. Contractor and its
subcontractors shall give written notice of their obligations under this clause to labor
organizations with which they have a collective bargaining or other Agreement.
Contractor shall include the nondiscrimination and compliance provisions of this clause in all
subcontracts to perfom1 work under the Agreement.
11. CERTIFICATION CLAUSES: The CONTRACTOR CERTIFICATION CLAUSES
contained in the document CCC 307 are hereby incorporated by reference and made a part of this
Agreement by this reference as if attached hereto.
12. TIMELINESS: Time is of the essence in this Agreement.
13. COMPENSATION: The consideration to be paid Contractor, as provided herein, shall be in
compensation for all of Contractor's expenses incurred in the performance hereof, including
travel, per diem, and taxes, unless otherwise expressly so provided.
14. GOVERNING LAW: This contract is governed by and shall be interpreted in accordance
with the laws of the State of California.
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15. ANTITRUST CLAIMS: The Contractor by signing this agreement hereby certifies that if
these services or goods are obtained by means of a competitive bid, the Contractor shall comply
with the requirements of the Government Codes Sections set out below.
a. The Government Code Chapter on Antitrust claims contains the following definitions:
1) "Public purchase" means a purchase by means of competitive bids of goods, services, or
materials by the State or any of its political subdivisions or public agencies on whose behalf the
Attorney General may bring an action pursuant to subdivision (c) of Section 16750 of the
Business and Professions Code.
2) "Public purchasing body" means the State or the subdivision or agency making a public
purchase. Government Code Section 4550.
b. In submitting a bid to a public purchasing body, the bidder offers and agrees that if the bid is
accepted, it will assign to the purchasing body all rights, title, and interest in and to all causes of
action it may have under Section 4 of the Clayton Act (15 U.S.C. Sec. 15) or under the
Cartwright Act (Chapter 2 (commencing with Section 16700) of Part 2 of Division 7 of the
Business and Professions Code), arising from purchases of goods, materials, or services by the
bidder for sale to the purchasing body pursuant to the bid. Such assignment shall be made and
become effective at the time the purchasing body tenders final payment to the bidder.
Government Code Section 4552.
c. If an awarding body or public purchasing body receives, either through judgment or
settlement, a monetary recovery for a cause of action assigned under this chapter, the assignor
shall be entitled to receive reimbursement for actual legal costs incurred and may, upon demand,
recover from the public body any portion of the recovery, including treble damages, attributable
to overcharges that were paid by the assignor but were not paid by the public body as part of the
bid price, less the expenses incurred in obtaining that portion of the recovery. Government Code
Section 4553.
d. Upon demand in writing by the assignor, the assignee shall, within one year from such
demand, reassign the cause of action assigned under this part if the assignor has been or may
have been injured by the violation of law for which the cause of action arose and (a) the assignee
has not been injured thereby, or (b) the assignee declines to file a court action for the cause of
action. See Government Code Section 4554.
16. CHILD SUPPORT COMPLIANCE ACT: For any Agreement in excess of $100,000, the
contractor acknowledges in accordance with Public Contract Code 7110, that:
a. The contractor recognizes the importance of child and family support obligations and shall
fully comply with all applicable state and federal laws relating to child and family support
enforcement, including, but not limited to, disclosure of information and compliance with
earnings assignment orders, as provided in Chapter 8 (commencing with section 5200) of Part 5
of Division 9 of the Family Code; and
b. The contractor, to the best of its knowledge is fully complying with the earnings assignment
orders of all employees and is providing the names of all new employees to the New Hire
Registry maintained by the California Employment Development Department.
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17. UNENFORCEABLE PROVISION: In the event that any provision of this Agreement is
unenforceable or held to be unenforceable, then the parties agree that all other provisions of this
Agreement have force and effect and shall not be affected thereby.
18. PRIORITY HIRING CONSIDERATIONS: If this Contract includes services in excess of
$200,000, the Contractor shall give priority consideration in filling vacancies in positions funded
by the Contract to qualified recipients of aid under Welfare and Institutions Code Section 11200
in accordance with Pub. Contract Code §10353.
19. SMALL BUSINESS PARTICIPATION AND DVBE PARTICIPATION REPORTING
REQUIREMENTS:
a. If for this Contract Contractor made a commitment to achieve small business participation,
then Contractor must within 60 days of receiving final payment under this Contract (or within
such other time period as may be specified elsewhere in this Contract) report to the awarding
department the actual percentage of small business participation that was achieved. (Govt. Code
§ 14841.)
b. If for this Contract Contractor made a commitment to achieve disabled veteran business
enterprise (DVBE) participation, then Contractor must within 60 days of receiving final payment
under this Contract (or within such other time period as may be specified elsewhere in this
Contract) certify in a report to the awarding department: (1) the total amount the prime
Contractor received under the Contract; (2) the name and address of the DVBE(s) that
participated in the performance of the Contract; (3) the amount each DVBE received from the
prime Contractor; (4) that all payments under the Contract have been made to the DVBE; and (5)
the actual percentage of DVBE participation that was achieved. A person or entity that
knowingly provides false information shall be subject to a civil penalty for each violation. (Mil.
& Vets. Code§ 999.5(d); Govi. Code§ 14841.)
20. LOSS LEADER:
If this contract involves the furnishing of equipment, materials, or supplies then the following
statement is incorporated: It is unlawful for any person engaged in business within this state to
sell or use any article or product as a "loss leader" as defined in Section 17030 of the Business
and Professions Code. (PCC 10344(e).)
S:\ADMIN\HOMEP AGE\GTC-61 0.doc
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CCC-307
CERTIFICATION
I, the official named below, CERTIFY UNDER PENALTY OF PERJURY that I am duly
authorized to legally bind the prospective Contractor to the clause(s) listed below. This
certification is made under the laws of the State of California.
Contractor/Bidder Firm Name (Printed) Federal ID Number
By (Authorized Signature)
Printed Name and Title ofPerson Signing
Date Executed Executed in the County of
CONTRACTOR CERTIFICATION CLAUSES
l. STATEMENT OF COMPLIANCE: Contractor has, unless exempted, complied with
the nondiscrimination program requirements. (Gov. Code §12990 (a-f) and CCR, Title 2,
Section 8103) (Not applicable to public entities.)
2. DRUG-FREE WORKPLACE REQUIREMENTS: Contractor will comply with the
requirements of the Drug-Free Workplace Act of 1990 and will provide a drug-free
workplace by taking the following actions:
a. Publish a statement notifying employees that unlawful manufacture, distribution,
dispensation, possession or use of a controlled substance is prohibited and specifying
actions to be taken against employees for violations.
b. Establish a Drug-Free Awareness Program to infonn employees about:
l) the dangers of drug abuse in the workplace;
2) the person's or organization's policy of maintaining a drug-free workplace;
3) any available counseling, rehabilitation and employee assistance programs; and,
4) penalties that may be imposed upon employees for drug abuse violations.
c. Every employee who works on the proposed Agreement will:
1) receive a copy of the company's drug-free workplace policy statement; and,
2) agree to abide by the tenns of the company's statement as a condition of employment
on the Agreement.
Failure to comply with these requirements may result in suspension of payments under
the Agreement or tennination of the Agreement or both and Contractor may be ineligible
for award of any future State agreements if the department determines that any of the
following has occurred: the Contractor has made false certification, or violated the
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certification by failing to carry out the requirements as noted above. (Gov. Code §8350 et
seq.)
3. NATIONAL LABOR RELATIONS BOARD CERTIFICATION: Contractor certifies
that no more than one (1) final unappealable finding of contempt of court by a Federal
court has been issued against Contractor within the immediately preceding two-year
period because of Contractor's failure to comply with an order of a Federal court, which
orders Contractor to comply with an order of the National Labor Relations Board. (Pub.
Contract Code § I 0296) (Not applicable to public entities.)
4. CONTRACTS FOR LEGAL SERVICES $50,000 OR MORE- PRO BONO
REQUIREMENT: Contractor hereby certifies that contractor will comply with the
requirements of Section 6072 of the Business and Professions Code, effective January 1,
2003.
Contractor agrees to make a good faith effort to provide a minimum number of hours of
pro bono legal services during each year of the contract equal to the lessor of 30
multiplied by the number of full time attorneys in the firm's offices in the State, with the
number of hours prorated on an actual day basis for any contract period of less than a full
year or 10% of its contract with the State.
Failure to make a good faith effort may be cause for non-renewal of a state contract for
legal services, and may be taken into account when determining the award of future
contracts with the State for legal services.
5. EXP ATRIA TE CORPORATIONS: Contractor hereby declares that it is not an
expatriate corporation or subsidiary of an expatriate corporation within the meaning of
Public Contract Code Section 10286 and 10286.1, and is eligible to contract with the
State of California.
6. SWEATFREE CODE OF CONDUCT:
a. All Contractors contracting for the procurement or laundering of apparel, garments or
corresponding accessories, or the procurement of equipment, materials, or supplies, other
than procurement related to a public works contract, declare under penalty of perjury that
no apparel, garments or corresponding accessories, equipment, materials, or supplies
furnished to the state pursuant to the contract have been laundered or produced in whole
or in part by sweatshop labor, forced labor, convict labor, indentured labor under penal
sanction, abusive forms of child labor or exploitation of children in sweatshop labor, or
with the benefit of sweatshop labor, forced labor, convict labor, indentured labor under
penal sanction, abusive forms of child labor or exploitation of children in sweatshop
labor. The contractor further declares under penalty of perjury that they adhere to the
Sweatfree Code of Conduct as set forth on the California Department of Industrial
Relations website located at www.dir.ca.gov, and Public Contract Code Section 6108.
b. The contractor agrees to cooperate fully in providing reasonable access to the
contractor's records, documents, agents or employees, or premises ifreasonably required
by authorized officials of the contracting agency, the Department of Industrial Relations,
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or the Department of Justice to determine the contractor's compliance with the
requirements under paragraph (a).
7. DOMESTIC PARTNERS: For contracts over $100,000 executed or amended after
January 1, 2007, the contractor certifies that contractor is in compliance with Public
Contract Code section 10295.3.
DOING BUSINESS WITH THE STATE OF CALIFORNIA
The following laws apply to persons or entities doing business with the State of
California.
1. CONFLICT OF INTEREST: Contractor needs to be aware of the following provisions
regarding current or former state employees. If Contractor has any questions on the
status of any person rendering services or involved with the Agreement, the awarding
agency must be contacted immediately for clarification.
Current State Employees (Pub. Contract Code §10410):
1). No officer or employee shall engage in any employment, activity or enterprise from
which the officer or employee receives compensation or has a financial interest and
which is sponsored or funded by any state agency, unless the employment, activity or
enterprise is required as a condition of regular state employment.
2). No officer or employee shall contract on his or her own behalf as an independent
contractor with any state agency to provide goods or services.
Former State Employees (Pub. Contract Code § 10411 ):
1). For the two-year period from the date he or she left state employment, no former state
officer or employee may enter into a contract in which he or she engaged in any of the
negotiations, transactions, planning, arrangements or any part of the decision-making
process relevant to the contract while employed in any capacity by any state agency.
2). For the twelve-month period from the date he or she left state employment, no former
state officer or employee may enter into a contract with any state agency if he or she was
employed by that state agency in a policy-making position in the same general subject
area as the proposed contract within the 12-month period prior to his or her leaving state
service.
If Contractor violates any provisions of above paragraphs, such action by Contractor shall
render this Agreement void. (Pub. Contract Code§ 10420)
Members of boards and commissions are exempt from this section if they do not receive
payment other than payment of each meeting of the board or commission, payment for
preparatory time and payment for per diem. (Pub. Contract Code § 10430 (e))
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2. LABOR CODE/WORKERS' COMPENSATION: Contractor needs to be aware of the
provisions which require every employer to be insured against liability for Worker's
Compensation or to undertake self-insurance in accordance with the provisions, and
Contractor affirms to comply with such provisions before commencing the performance
of the work of this Agreement. (Labor Code Section 3700)
3. AMERICANS WITH DISABILITIES ACT: Contractor assures the State that it
complies with the Americans with Disabilities Act (ADA) of 1990, which prohibits
discrimination on the basis of disability, as well as all applicable regulations and
guidelines issued pursuant to the ADA. (42 U.S.C. 12101 et seq.)
4. CONTRACTOR NAME CHANGE: An amendment is required to change the
Contractor's name as listed on this Agreement. Upon receipt of legal documentation of
the name change the State will process the amendment. Payment of invoices presented
with a new name cannot be paid prior to approval of said amendment.
5. CORPORA TE QUALIFICATIONS TO DO BUSINESS IN CALIFORNIA:
a. When agreements are to be performed in the state by corporations, the contracting
agencies will be verifying that the contractor is currently qualified to do business in
California in order to ensure that all obligations due to the state are fulfilled.
b. "Doing business" is defined in R&TC Section 23101 as actively engaging in any
transaction for the purpose of financial or pecuniary gain or profit. Although there are
some statutory exceptions to taxation, rarely will a corporate contractor performing
within the state not be subject to the franchise tax.
c. Both domestic and foreign corporations (those incorporated outside of California) must
be in good standing in order to be qualified to do business in California. Agencies will
determine whether a corporation is in good standing by calling the Office of the Secretary
of State.
6. RESOLUTION: A county, city, district, or other local public body must provide the
State with a copy of a resolution, order, motion, or ordinance of the local governing body
which by law has authority to enter into an agreement, authorizing execution of the
agreement.
7. AIR OR WATER POLLUTION VIOLATION: Under the State laws, the Contractor
shall not be: ( l) in violation of any order or resolution not subject to review promulgated
by the State Air Resources Board or an air pollution control district; (2) subject to cease
and desist order not subject to review issued pursuant to Section 13301 of the Water
Code for violation of waste discharge requirements or discharge prohibitions; or (3)
finally determined to be in violation of provisions of federal law relating to air or water
pollution.
8. PAYEE DATA RECORD FORM STD. 204: This form must be completed by all
contractors that are not another state agency or other governmental entity.
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EBP RFP Questions and Answers
(Consolidated)
# RFP page Section Req Question
1 7 I N/A This section states, "EDD's intention is to provide claimants with both debit card and direct deposit
transfer services at the start of the contract."
Since it will be necessary for transition/implementation work to be performed once the contract is
awarded (est. 8/12/15), can the State confirm that there will be a transition/implementation period
starting at contract award and that the successful bidder will provide services as required once the
implementation period is complete? Would the State provide the estimated go live date for taking direct
deposit transfer and debit card disbursements from the State?
2 10 IV N/A On page 10 or 173 it states that "Contract Award and Execution" will occur on "8/12/15" and on page 63
of 173 it says that the proposed service will "[t]ransition from current service to new service with no
service interruption to the EDD or to claimants."
a. How long does EDD forsee the transition period taking?
3 N/A N/A N/A When does the EDD's current contract with Bank of America to disburse benefits to its claimants
(referenced on page 7 of 173) end?
a. Are there extension years left on this contract? If yes -
i. How many
ii. Why is EDD choosing not to exercise these options?
4 N/A N/A N/A I have read the entire RFP several times and cannot find the expected live date. This program is very
custom and would require many custom developments so what is the expected live date with a new
vendor if selected?
5 N/A N/A N/A The RFP states the anticipated contract award is 8/2015. Would the State provide the estimated go live
date for taking direct deposit transfer and debit card disbursements from the State?
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6 11 IV N/A On page 11 of 173, one of the minimum qualifications is "Possess five (5) years' experience performing
Electronic Payment Services work similar in nature and size to that described in the Statement of Work
(SOW), Attachments V.1 and V.2."
As California's UI program is by far the largest in the country, will bidders who have experience providing
Electronic Payment Services in other states, but not
in California be deemed not to meet the minimum qualifications?
7 11 I.J N/A If the bidder is not a State of California Depository Bank, would the State allow bidders to respond to the
RFP as the prime contractor provided they partner with a qualified CDP? If so, would the State amend this
section to reflect the prior procurement as follows?
1. Be a State of California Depository Bank or be in a partnership with a State Depository Bank.
2. Be a member of the Federal Reserve System or be in a partnership with a member of the Federal
Reserve System
3. Be capable of providing the banking services required by the EDD either directly or in a partnership with
a State Depository Bank.
4. Be sufficiently capitalized to accommodate the ED D's cash management needs.
5. Have established bank branches and ATMs located throughout the State of California either directly or
through a subcontractor.
6. Possess five (5) years' experience performing Electronic Payment Services work similar in nature and
size to that described in the Statement of Work (SOW), Attachments V.1 and V.2.
7. Have experience providing Electronic Pay Card Services to or for a public entity as a contractor or a
subcontractor.
8. Be currently qualified to do business in California, if a Corporation. "Doing business" is defined in
California Revenue & Taxation Code section 23101 as actively engaging in any transactions for the purpose
of financial or pecuniary gain or profit.
9. Be a full-service financial institution in good standing with the State of California Both domestic and
foreign corporations (those incorporated outside of California) must be in good standing in order to be
qualified to do business in California or be in a partnership with a full-service financial institution in good
standing with the State of California.
8 7-8, 35, 70 I.D; IV.C.3, N/A If the bidder is not a State of California Depository Bank, would the State allow bidders to respond to the
Attachme RFP as the prime contractor provided they partner with a qualified CDP? If so, would the State amend this
nt V.18 section to reflect the prior procurement as follows?
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9 24 Ill The EDD provided data for 2013.
Please provide the following data for 2014.
1. Total disbursements for all claimants (number and amount) for 2014 for UI
2. Total disbursements for all claimants (number and amount) for 2014 for SDI
3. What is the total number of claimants receiving deposits on a debit card vs. electing 100% direct deposit
transfer option? (Monthly stats from 2015 is preferred)
4. What is the average disbursement amount for the bi-weekly payment?
10 29 II1.D The RFP states currently a flat file is transmitted along with a wire payment to the current contractor.
When the State decides to implement direct deposit services, will the State continue sending all payments
via wire? If so, will claimant bank account information (DDA/TR) be included in the flat file?
11 35 IV N/A RFP Page 35 of 173
Item D
Form 700 Statement of Economic Interest
Regarding RFP page 35, Item D, Form 700 Statement of Economic Interest (and subsequent references to
Form 700), this is a form that is usually only filled out by people who hold certain public offices in CA. Can
the State confirm this requirement only applies to our organization's staff members who are required
under statute to file a form 700 (e.g., they are public officials), and not to all staff working on the deal?
12 35 IV.C Please confirm only resumes of the three required Key Staff members are required for submission.
13 35 IV.C The RFP states in RFP Section V, E, bullet 7 that this is a zero dollar contract.
As this is a no cost contract to the State, will the EDD remove the requirement for subcontractors with
10% of the value of the Agreement to provide company references?
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14 35 IV.C This requirement states, "Any subcontractor that the Contractor engages
to fulfill the requirements of this Agreement, and which is expected to receive more than 10% of the value
of the Agreement is expected to meet all contractual requirements." Can the State please clarify if
subcontractors must complete all forms or only the prime bidder (some forms appear not relevant i.e.
IV.5, Minimum Quals Certification)
15 39 IV N/A RFP Page 39 of 173
Section IV, M. Employee Confidentiality Statement
Regarding Section IV, M. Employee Confidentiality Statement (p. 39) and Attachment IV.8 Employee
Confidentiality Statement, should this be completed by key staff, as identified elsewhere in the RFP (i.e.,
Project Manager, Technical Project Manager and Project Scheduler)?
16 39 IV.K Section IV.K waives the DBVE participation requirement but Section IV.W, Disabled Veteran Business
Enterprise Declaration (pages 41/42 or 173) asks for the GSPD-05-105 to be completed. Should the
requirement listed in Section IV.W be deleted or should Bidders only complete the GSPD-05-105 showing
Small Business participation?
17 39 IV.M This requirement asks for Attachment IV.8 to be completed by the Contractor's staff working on the
project. This form seems to be something that would be filled out once the contract has been awarded.
Since we are still in the procurement phase should this form just be noted as N/A? If not, would the State
clarify if this pertains only to the proposed Key Staff that will be named in the proposal response?
18 54 IV.9 This form seems to need to be filled out by each employee that will have access to EDD information. Since
we are still in the procurement phase should this form just be noted as N/A? If not, who is expected to fill
this out for the proposal submission?
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19 63 V.a Please provide the number and total amount of direct deposit transfers (partial and full transfers)
performed in the most recent three consecutive months.
20 64 V.E When the EDD implements direct deposit services, will the contractor be able
to then charge fees to the EDD for the subsequent ACH services? Will contractors be able to charge fees
to cardholders for optional direct deposit transfer services following the implementation of direct deposit
services by the EDD?
21 71 V.l.D Please provide additional information on the HP Quality Center tool.
22 76 V.1.J.2 Will Contractor exceptions be incorporated into the Contract?
23 77 V.1.l We request excused events language such that service level failures will be excused
when (i) changes in scope, direction, budget, program processes or program funding are made at Client
request and such changes impact Contractor's ability to perform in accordance with the service levels; (ii)
a force majeure event occurs; (iii) stated assumptions on which a performance goal is based turns out not
to have been correct; or (iv) when a failure is due to the acts or omissions of Client or third parties outside
of Contractor's reasonable control. A single failure event will only result in the imposition of one service
level credit. In no event shall Contractor's liability for liquidated damages exceed $10,000 in any given
month.
24 80 V.1.O We request that the standard for acceptability of work performed
should be in conformance with the requirements of the contract.
25 82 V N/A On Page 82 of 173 it says that Contractor must submit a "9 End of Contract Plan" and on Pages 115-117 of
173 it discusses "End of Contract Activities".
a. Did Bank of America submit an End of Contract Plan in conjunction with its existing contract?
b. If not, does Bank of America have an End of Contract Plan or something similar in conjunction with its
existing contract??
c. If the answer to either 8(a) or 8(b) is yes, then may we have a copy of this plan?
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26 82 V.2.A 27 This requirement does not include #23, Return of Funds listed in Attachment V.1, Section E. Should item
#23 be included in requirement 27 or should it be removed from Attachment V.1, Section E?
27 84 V.2.B The RFP indicates administrative access is required by each authorized user with EDD branch and office.
How many authorized users does the EDD currently have?
28 85 V.2.B 44 As contractors are prohibited from providing transactional information due to privacy regulations, would
the State confirm requirement 44 is to view only claimant demographic data?
29 85 V.2.B 48 Would the State clarify what is meant by benefit payment transaction data?
Please provide the current file layout that corresponds with this requirement as well as the most recent
three months of benefit payment transaction data for bidders to assess the requirement and complete
their financial model.
30 86 V.2.C The RFP indicates contractors must retrieve batch files daily from the CalTech site by midnight. It further
states that the State does not send empty batch files. How does the State notify the contractor when
there is no file so that a file is not missed? Is the process the same for each of the files transmitted (e.g.
demographic file, payment file)?
31 87 V.2.C 64 Would the State please confirm that intent of this requirement is for the Contractor to simply confirm the
file has been picked up and acknowledge the receipt within five minutes for each batch file transfer or is it
that the acknolwement file is sent after file processing and within 5 minutes of the file being complete?
32 87 V.2.C 80 As payment files may be quite large for a number of reasons will the State allow parameters to be placed
around the expected file size to in order to adhere to the 4 hour requirement?
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33 90 V.2.C 86 Would the State please confirm what data is to be transmitted back to the EDD? Is the intent for the
Contractor to reconcile the payment flat files to the cash files prior to transmission?
34 91 V.2.C 91 Would the State allow Contractor to provide information on cards that have not been activated for more
than 365 dates monthly instead of daily? This would include the reporting and the corresponding return
of funds transfer amount.
35 92 V N/A On Page 92 of 173 it says that Contractor "shall develop a Change Management Plan" .
a. Did Bank of America submit a Change Management Plan? In conjunction with its existing contract?
b. If not, does Bank of America have a Change Management Plan or something similar in conjunction with
its existing contract?
c. If the answer to either 9(a) or 9(b) is yes, then may we have a copy of this plan?
36 93 V.E N/A RFP Page 93 of 173
Section E.
Claimant Account Structure, Corrections & Adjustments; Paragraph 3
It is stated that "Debit Cards can have a status of Issued, Active, Suspended, Closed, Inactive, or Reverted."
What is a status of "reverted?" Please define.
37 94 V.2.E Please define what is meant by digital disbursement service as an alternative disbursement method. Are
there any digital disbursement accounts today? If so, please identify the number and average amount
disbursed to this alternative method.
38 95 V 122 RFP Page 95 of 173
Section E. Claimant Account Structure, Corrections, & Adjustments;
Requirement 122
Is it ED D's assertion that cardholders that are currently utilizing the direct deposit transfer feature will not
be given an option and will automatically be transferred to direct deposit using their same recipient
account information, despite the possibility that some cardholders may not prefer to be automatically
transitioned to traditional direct deposit?
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39 95 V.2.E 114 Will the State please provide a sample scenario where the EDD would
request assigning more than one debit card account to the same claimant, while keeping only one debit
card account active?
40 95 V.2.E 114 Would the State please provide an example of when at the ED D's direction a claimant would require a
second debit card account when only one debit card account is active? Is the intent to have two
cardholder accounts or is the intent to have one account with two debit cards in the claimant's name?
41 95 V.2.E 122 Traditionally Agencies manage direct deposit services and pay a per ACH fee for eachpayment made.
When the EDD communicates they are ready to implement direct deposit services will the EDD obtain and
maintain the claimant bank account information or will the contractor be responsible for obtaining and
storing that information? Will the EDD then allow Contractors to charge for this industry standard
service?
42 96 V 139 RFP Page 96 of 173
Section E. Claimant Account Structure, Corrections & Adjustments;
Requirement 139. Can EDD please define the term "payment transfers" within this requirement?
43 97 V.2.E 140 The RFP states that the Contractor may not change or impede the ED D's current ability to perform week-
ending date changes. Would the State please specify which inbound file will contain the week-ending
date, the payment file or the demographic file?
44 99 V.2.F 156 To ensure the Contractor can provide the requested reporting for service capacity and performance data
will the State please provided a sample format or redacted report that the State is currently receiving
today?
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45 101 V.2.F 176 Payment Card providers, directly or indirectly, have an affirmative and continuing obligation to respect
cardholders' privacy and to maintain the security and confidentiality of cardholders' personal information.
The Gramm-Leach-Bliley Act, 15 U.S.C. §§ 6801 et seq., prohibits a financial institution from disclosing
nonpublic personal information about a consumer. In addition, state laws generally prohibit the disclosure
of information contained in financial records, except under limited circumstances, such as in response to a
subpoena. In order for the Contractor to comply with such laws, will the State either remove the remote
monitoring requirement or amend the requirement in order for Contractors to remain in compliance with
Privacy laws?
46 102 V.2.F 187 Due to diminished user base, will the State remove the requirement for Contractor to support Web
browsers Opera and Netscape?
47 103 V.2 21;201 Please clarify that work may be performed outside of the United States such as corporate accounting and
financial backoffice administrative duties not directly interfacing with the EDD or it's claimants.
48 103 V.2.F 199 Please provide more detail about how this requirement differs from RFP Attachment V.2,
Section B, and Requirement 48, found on page 85 of 173.
49 103 V.2.F 199 Please provide a sample from 2015 of the monthly transaction data report.
50 103 V.2.F 202 Would the State clarify the term "blocked" for IVR calls?
51 103 V.2.F 207 Please confirm if the current program IVR supports all of the language listed in the RFP for Requirement
207. If not, what languages are supported currently? Please provide the average monthly number of IVR
calls by each language in order for contractors to assess this requirement in their financial model.
52 104 V.2.F 227 Will the State amend the requirement to include U.S.Territories? Where are the current CSCs located that
support the program?
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53 105 V.2.F 231 Please confirm contractors may use a language service to support the languages identified in the
requirement. Please provide the average monthly number of CSR calls by each language in order for
contractors to assess this requirement in their financial model.
54 105 V.2.F 240 How is evaluation points assigned if a bidder uses a California CSC facility vs. a bidder who does not use a
CSC facility in California?
55 108 V 276 RFP Page 108 of 173
Section G. Recovery and Business Continuity;
Requirement 276
Can EDD clarify that the Contractor is required to provide support to the EDD and that EDD and the
Contractor will mutually work together to ensure the recovery of the items that are within each party's
control?
56 108 V 12RFP Page 108 of 173
Section G. Recovery and Business Continuity
Requirement 280. Can EDD clarify what key services need to be provided during the temporary loss of
service and how?
57 110 V.2.H 295 The RFP indicated that the State must receive 30 day notice of any changes that decreases the number of
California in-network ATMs available by 5% or more. Would the State consider a modification that
includes: The Contractor shall provide written notification to the EDD, 30 days after the Contractor
becoming aware of changes that decrease the number of California in-network (non-surcharge) ATMs
available by 5% or more.
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58 111 V 298 RFP Page 111 of 173
Section H. Electronic Benefits Payments;
Requirement 298
This requirement states that "The Contractor shall never allow cardholder funds to escheat to the State."
This requirement appears to conflict with state escheatment laws that require any remaining funds on a
cardholder account be escheated to the State's abandoned property office. Is the requirement worded
correctly?
In addition, the requirement references #140, which does not appear to be related? Please clarify.
59 111 V.2.H 298 Please clarify the references to requirement 140 should be requirement 143.
Would the State amend the requirement in 298 to be consistent with requirement 140 (143) for accounts
that have never been claimed as accounts that have been activated must follow state escheatment laws?
Suggested edit: "The Contractor shall never allow cardholder funds in accounts that have not been
activated to escheat to the State."
60 112 V 311 RFP Page 112 of 173
Section H. Electronic Benefits Payments;
Requirement 311
This requirement states that" ... upon the closure of the account, the Contractor agrees to return entire
balance to EDD one year from the last date the card was successfully funded. This requirement appears to
conflict with state escheatment laws that require any remaining funds on a cardholder account be
escheated to the State's abandoned property office. Is the requirement worded correctly?
61 112 V.2.H 309 Industry standards include replacing prepaid debit cards that are expiring generally 30-60 days prior to the
expiration date. Would the State amend the requirement to be within 60 days of the card's expiration
date?
62 112 V.2.H 311 As funds in accounts that have been activated are considered distributed and therefore "owned" by the
cardholder, will the EDD amend the requirement in order for bidders to be in compliance with state
regulations? Suggested edit: "Upon the closure of the account, the contractor will follow appropriate
State escheatment laws for any remaining balances".
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63 112 V.2.H 312 In line with industry standards and to allow for holiday and weekends observed by the USPS, would the
State consider a modification that allows Contractor to mail the card within one business day from the
card fulfillment vendor receiving the data file instead of Contractor mailing within 24 hours?
64 116 V.2.1 355 If the awarded vendor is not the incumbent, would the State confirm Bank of America will provide the
successful contractor both demographic data for existing claimants as well as any specific direct deposit
transfer information? Will the successful contractor also receive balances from Bank of America to
transfer into new card accounts? If so, what timeframe is expected for the transfer of funds after the new
program launches? Would the State confirm if card account history will also be transferred from Bank of
America to the successful contractor?
65 118 V 379,380 RFP Page 118 of 173
Items 379 and 380
Since the complete business requirements for alternative "Direct Deposit Options" are not defined and
agreed upon at this time, would the EDD consider requirements 379 & 380 be modified to read that the
Contractor shall not apply a fee to the claimant?
66 119 V.2 388 We request that the indemnification responsibilities identified in Exhibit C (GTC-610) survive the Contract
for two years after the Contract terminates or expires or for the term of the statute of limitation on the
claim, whichever is longer.
67 120 V.2.K 399 The RFP states that the Bidder shall provide proof of current PCI DSS certification with their proposal but
does not specify where to include in the Bidder's proposal. Where should Bidders insert this certification
information into the proposal?
68 122 V.2.M Please provide the number of welcome packages sent for each language other than English in 2014(or the
first three months of 2015). Please provide the number by language provided in the demographic record
provided by EDD to the incumbent contractor.
69 123 V.2.M 415 To ensure consistency for the claimants, would the State provide a sample of the marketing materials and
service literature in use today with current Contractor?
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70 123 V.2.M 418 To ensure that Bidder's marketing and instructional materials confirm to EDD standards, would the State
provide Bidders access to the EDD Graphic Standards Manual?
71 125 V.2.M 433 Would the State please provide more specifics and parameters around the expectation of Contractor
mailings to the claimants? Is it the intent that Contractors are only required to send mailings to claimants
in conjunction with EBP services for debit card and/or direct deposit transfer services
72 128 V.2.N 466 Please clarify if it is the States requirement that the Project Manager reside in Sacramento or if the Project
Manager may reside elsewhere and be available for onsite meetings as scheduled by the EDD.
73 130 V.2.P 483 Please provide the number of Web hits per Web page for each month of 2013 for the current program.
How many registered users are active?
74 130 V.2.P 490 Please provide the format for this current report.
75 132 V.2.P 508 Since this is not a cost reimbursable contract, Contractor proprietary information such internal costs,
revenue, and rate of return should be excluded from the requirement. Will the State amend the
requirement to leave only bullets 5 and 6?
76 133 V.2.P 518 Please provide the totals held in trust for the months ending Feb 2015, March 2015 and April 2015.
77 135 V.2.Q 536 RFP Attachment V.2, Section P, Requirement 526, page 134 of 173 states the same requirement. Will the
State please confirm that Requirement 536 may be deleted?
78 137 V.2.R 563 Would the State please describe how this question differs from RFP Attachment V.2, Section R,
Requirement 547, page 136 of 173?
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79 138 V.2.R 583 To ensure understanding of Performance Testing expectations, would the State provide examplesof EDD
approved Load/ Stress Testing Tools and/ or methods?
80 143 V.3 N/A If a fee line item evaluation is marked P/F (pass/fail) in column F and a bidder does not agree to the
minimum required (Y/N) in column E, is the bidder therefore disqualified?
81 143 V.3 N/A As banks are charged a fee for ATM usage (withdrawals, denials and balance inquiries) not performed at
their own ATMS and since the State is requiring no fees be charged to the State, and free bank tellers and
in-network ATMs for cardholders, would the State amend the minimum bidder required service for 2 free
out of network ATMs and let bidders provide any number they can provide in the bidder alternative
column G?
82 145 V RFP Page 145 of 173
Attachment V.3 Fee Schedule; Item 37
What is a "Revertment Mailing?" Please define.
83 145 V.3 N/A As UI funds are paid weekly/bi-weekly and activity typically reduces available funds to zero in
cardholderaccounts, would the State amend the minimum of 12 months free of charge for maintenance of
inactive accounts to 6 months?
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84 147 V N/A ATM Requirements
RFP Page 147 of 173
The RFP states the ATM Location Files should be included in Volume II Technical Proposal. As per Section
VII Proposal Format, Volume II is the Fee Schedule. Does the State mean the files should be included in
Volume I - EBP Service Proposal?
85 149 V.4 N/A Would the State remove the requirement to include county as part of the ATM file submission for the
national and international data files as this data may not be available and.for applicable?
86 156 VI N/A On pages 156-7 of 173, it states that bidders shall submit a Revenue Share Model.
a. Is there an existing Revenue Share Model with Bank of America?
b. If yes, can you please provide a copy?
c. If you are unable to provide a copy can you please disclose
the terms of the revenue share model?
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87 156 VI N/A Revenue Share- With numerous changes in the industry, like Durbin Amendment it is quite unexpected to
include Revenue Share as an option of a Prepaid Card program. If Wells Fargo submits no Revenue Share
can we still bid and it just means we do not get any opportunity for scoring those 750 points or will it
disqualify us totally from the bid?
88 157 V.1.1 N/A Federal regulatory agencies (such as the CFPB and Federal Reserve) have indicated that revenue share on
prepaid card programs may not be viewed favorably and are currently under review as part of the pending
final Prepaid Card Rules. As such, financial institutions may be prohibited from participating in revenue
share contracts. Will the State remove the mandatory requirement for revenue share?
89 157 V.1.1 N/A Can a bidder propose no revenue share and not be rejected?
90 157 V.1.1 N/A As month-end reconciliation may require several days, will the State amend the requirement to be paid
monthly by the 10th business day of the calendar month?
91 157 V.1.1 Would the State modify the revenue share calculation to not be the floor of the basis points value?
Instead allow bidders to provide a flat basis points value?
92 159 VII N/A Section VII Proposal Format
RFP Page 159 of 173
Section VII Proposal Format, p. 159, suggests that there is a separate attachment called Attachment V.2
EBP Services Requirements-Scoreable. In the RFP, Pass/Fail and Scoreable items are interspersed in
Attachment V.2. Should Scoreable items be separated from Pass/Fail items and responded to separately,
or should they be responded to as they appear in Attachment V.2?
93 161 VIII.C.2 If a bidder indicates "No" for an individual requirement in V.2, Statement of Work, will the bidder be
disqualified?
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94 121 & 122 V.2.l 409 Industry Standard is to overwrite ATM video on a more frequent basis than 12 months. Will the State
remove requirement 209 and only have bidders describe their retention policies under requirement 412
and/or amend the requirement to read "The Contractor shall retain in network ATM video, photo and or
digital image data image in accordance with current bank policies.
95 131 & 132 V.2.P 503,506,5 Please provide a daily or monthly sample of these reports from the prior six months.
08 & 510
96 143 & 144 V.3 N/A Would the State confirm that the black boxes in the fee schedule for items 11, 12, 13, and 14 should be
N/A?
97 2, 10 N/A Page 2 of RFP states RFP is due July 15 at 3pm Pacific. Page 10 states RFP deadline is 2pm Pacific. Can the
State clarify? States RFP deadline is 2pm Pacific. Can the State clarify?
98 2, 10 I N/A Page 2 states the time the proposal is due as 3:00 PM PDT and page 10 states the time as 2:00 PM. Would
the State please clarify which time is correct?
99 35 & 63 V.E & IV.C.3 The RFP states in RFP Section V.E, bullet 7 that this is a zero dollar contract.
The RFP indicates any subcontractor receiving more than 10% of the value of the contract must also meet
the Administrative Technical Requirements outlined in the RFP. As this contract is at no cost to the EDD,
would the State remove this requirement for subcontractors and only require the Prime bidder to provide
the Administrative Technical Requirements?
100 38 & 50 IV.H & IV.6 Given the length of our audited financial statements, can Bidders
provide these documents in electronic format only?
101 77-79 V.1.l In order to offer the best possible price, we respectively request the ability to negotiate upon contract
award the timeframes and amounts included in this section to be consistent with industry standards.
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102 7-8, 35, 70 l.D; N/A Would the State consider Contractor recovery of unamortized costs and reasonable wind-down costs in
IV.C.3; the event of a termination in part by the State?
Attachme
nt V.1.B
103 N/A N/A N/A Can bidders use the State and EDD, etc. logos to provide sample marketing materials within proposal?
104 N/A V N/A EBP Service Requirements
Should bidders provide responses with RFP Response Volume 1 -- to each item under Section V: EBP
Service Requirements, Item A- G. Do bidders need to respond with affirmations?
105 N/A N/A N/A The RFP references a "bidders library". Can the state point out where to locate the "bidders library" as it
was not listed in the RFP not on the BidSync link.
106 N/A N/A N/A Would the State be willing to compensate the Bank in balances for services provided in the RFP that you
have indicated are required to be provided at no cost to the EDD or the end recipient? Specifically, fees
associated with ACH transactions and related services.
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107 N/A N/A N/A ACH Questions
• What is the highest$ amount of a typical ACH file?
• What is the frequency of file submissions?
• Will there be other purposes of ACH files beside payment to claimants?
• Will a debit ACH limit be required?
• What is your current ACH limit with BofA?
• Do you ever exceed that limit, and if so; what was the reason?
• Do you have larger ACH files at a particular time of year?
• Would you ever need to wire funds from this account?
• Will your ACH activity include funding at the last minute that might result in an overnight overdraft or
will you fund the files early in the day?
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108 N/A N/A N/A
Financial Stat Request:
# of Loads per month, last 24 months
$ of Loads per month, last 24 months
# of ATM withdrawals per month, last 24 months
$ of ATM withdrawals per month, last 24 months
# of Teller withdrawals per month, last 24 months
$ of Teller withdrawals per month, last 24 months
# of POS PIN transactions per month, last 24 months
$ of POS PIN transactions per month, last 24 months
# of POS SIG transactions per month, last 24 months
$ of POS SIG transactions per month, last 24 months
# of transfers to a personal bank account per month, last 24 months
$ of transfer to a personal bank account per month, last 24 months
# of live agent phone calls per month, last 24 months
# of IVR calls per month, last 24 months
109 N/A N/A What is the frequency of disbursements for the programs? (UI, SDI, DI, PFL) (e.g., on average, does each
claimant receive 2 disbursements per month, 1 disbursement per month, 4 disbursements per month, etc)
RFP indicated that some UI receive disbursements 2 times per month, and some receive disbursements 4
times per month. What is the overall Average# of disbursements per claimant per month?
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110 N/A N/A N/A What is the average number of disbursements per claim for each of the programs? (UI, SDI, DI, PFL) (e.g.,
on average how many disbursements does a claimant receive over the life of a claim.
111 N/A N/A N/A What is the timing for the state to implement Direct Deposit?
112 N/A N/A N/A What percentage of claimants transfer the full balance to a personal checking or savings account?
113 N/A N/A N/A Of those cardholders who choose a transfer to a bank account, what percentage opt for a recurring
transfer?
114 N/A N/A N/A What percentage of disbursements are to those who don't qualify for a debit card?
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115 N/A N/A N/A For the UI Payments in 2013 and 2014 what was the breakdown in spend by:
a. Percent by types of the following transactions
i.ATM
ii. POS signature
iii. POS PIN
iv. Teller
v. Electronic Payment
vi. Other
b. Amount by types of the following transactions
i.ATM
ii. POS signature
iii. POS PIN
iv. Teller
v. Electronic Payment
vi. Other
116 N/A N/A N/A For the UI Payments in 2013 and 2014 what were the monthly numbers of active cards?
117 N/A N/A N/A For the UI Payments in 2013 and 2014 what were the annual amounts of funds moved to direct deposit?
118 N/A N/A N/A For the SDI Payments in 2013 and 2014 what was the breakdown in spend by:
a. Percent by types of the following transactions
i.ATM
ii. POS signature
iii. POS PIN
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119 N/A N/A N/A For the SDI Payments in 2013 and 2014 what were the monthly numbers of active cards?
120 N/A N/A N/A For the SDI Payments in 2013 and 2014 what were the annual amounts of funds moved to direct deposit?
121 N/A N/A N/A If the proposed CFPB regulations go into effect, does California expect to continue its practice of issuing
debit cards and then having consumers opt out if they want a different method of payment?
a. If not, what process does California expect to use?
122 N/A N/A N/A The RFP cites the Information Technology Organizations, the EDD, the State Controller's Office (SCO) and
the State Treasurer's Office (STO). Are each of these agencies represented on the evaluation committee?
123 N/A N/A N/A The State indicates they will be implementing direct deposit services under the new contract.
Please provide a target date the EDD is considering this change so bidders may accurately complete their
financial modeling.
124 N/A N/A N/A Would the State provide a Microsoft Word version of the RFP so that bidders may ensure tables/forms are
completed in accordance with RFP instructions?
125 N/A RFP Page 94 of 173
Section E. Claimant Account Structure, Corrections & Adjustments;
Paragraph 1, 2
Can EDD clarify that providing any alternative disbursement method to a claimant is also subject to
relevant law, such as Bank Secrecy Act and USA Patriot Act?
126 In the event that Contractor experiences a material delay in the scheduled performance of its duties under
this contract due to a failure by the customer or third parties outside of our control, we reserve the right
to seek equitable compensation for unrecoverable costs.
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127 Would the State waive incidental and consequential damages for both parties?
128 Will the State consider a reasonable cap on vendor liability?
129 Does the State agree that all intellectual property developed prior to or independently of this project shall
continue to be owned by vendor or any relevant third parties?
130 Would the State confirm that the use of Contractor proprietary
software will be for the term of the Agreement only?
131 Where should bidders provide exceptions within their proposal response?
132 Would the State consider paying contractors for any costs incurred by delay of the program due to acts or
omissions of the State and/or the current incumbent provider?
133 GTC 610 Would the State consider limited audit records to validation of invoices?
134 GTC 610 Would the State consider limiting vendor liability to damages directly resulting from vendor's own
negligent acts, or omissions?
135 GTC 610 For clarification, would the State please confirm that, a used herein, "Time is of the essence" is defined
to mean that Contractor will adhere to the mutually agreed upon schedule for performance.
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Response
The contract with the current Contractor expires on July 31, 2016. The new
contract is expected to be executed on or before August 14, 2015, allowing
for a transition between EBP service systems. EDD anticipates that the
transition period will take close to 12 months. The required live date of the
EBP service system under the new contract is August 1, 2016. There is no
extension year remaining.
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The requirement for five (5) years' experience performing Electronic
Payment Services work is not restricted to California, but must be similar in
nature and size.
No. Only a State of California Depository can submit a response as the
prime Contractor.
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1. UI 2014 12.6 million payment disbursements, $6.2 billion.
2. SDI (DI/ PFL), Total number of EBP benefit payment disbursements for all
claimants in 2014 was 5.6 million. The total amount of SDI benefits
disbursed was $5.2 billion.
3. The number of claimants receiving deposits on a debit card vs. electing
100% direct deposit transfer option is not available.
4. DI, the average weekly benefit amount is $488. PFL, the average weekly
benefit amount is $542. UI, the average weekly benefit amount is $303.
EDD has not yet vetted a direct deposit design.
All consultants providing work under this agreement shall include a
completed Statement of Economic Interests, Form 700
(http://www.fppc.ca.gov/index.php?id=500) with the proposal. For
purposes of this contract, consultants are defined as any individual
performing work under this contract. In addition, consultants shall file a
Form 700 annually by April 1, thereafter during the life of the contract.
Each new and/or substitute consultant shall file a Form 700 prior to
performing any work on the contract.
Yes, only the resumes of three (3) required key staff members (Project
Manager, Technical Project Manager, and Project Scheduler) are required
for submission.
No, the EDD will not remove this requirement.
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The EDD confirms that any subcontractor that the Contractor engages to
fulfill the requirements of this Agreement, and which is expected to receive
more than ten percent (10%) of the value of the Agreement, must meet all
contractual requirements of the contract including three (3) company
references. In addition, the subcontractor must also complete Attachment
IV.8, Employee Confidentiality Statement. All other forms do not apply.
Attachment IV.8 Employee Confidentiality Statement must be completed by
all Contractor's staff working on the project and submitted with the Bidder's
proposal.
Bidder Declaration, GSPD 05-015 allow bidders to identify if they are a
DVBE and identify DVBE subcontractors, if any. This process is separate
from DVBE participation program where a bidder must document
commitment to full DVBE participation, i.e., locate and commit to using
certified DVBE firm who will preform the percent of work specified by the
solicitation. Bidders must complete the Bidder Declaration in order to be
considered responsive.
Proposed key staff must complete the form and submit it with the proposal.
Other staff shall complete the form and submit it to EDD prior to the
commencement of work.
Only the Bidder's signature authority shall fill out and sign the Attachment
IV.9, Indemnity Agreement.
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Direct deposit transfers data is not available.
No, the Contractor cannot charge fees for ACH services.
No, optional direct deposit transfer services are not available after
implementation of direct deposit services.
This software is used to store/record test cases, scripts, defect logs,
requirements management, and traceability.
Exceptions will be evaluated based on Section VIII. Evaluation as to whether
or not they are a material deviation. Material exceptions will not be
incorporated into the Contract.
Reasonable exceptions to the liquidated damages are already contained in
the Force Majeure terms. No additional changes will be made.
EDD will not agree to this change.
a. Yes, this is a work in progress.
b. N/A
c. Under review and cannot be shared until approved.
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The following changes will be made via a RFP addendum:
Attachment V.1, Section E, Deliverable 23 will be changed to "Return of
Funds Plan."
Attachment V.2, Section A, Requirement 27, will be amended to add
"Return of Funds Plan."
EDD has approximately 120 Adm in App users and 20 Administrators.
Administrative Application must include access to all claimant account
information provided by the EDD.
Sample file layout of payment transaction data provided in the Bidders'
library.
Production data is confidential and not available to share.
Refer to the Supplemental Document in the Bidders' Library Section 2.1.,
paragraph 2, 'the contractor will send an e-mail to a specific distribution
list, advising that the specific file was not received.'
The intent of this requirement is confirmation that the file has been picked
up and acknowledged receipt within five minutes.
File size will be discussed and mutually agreed to between EDD and
selected contractor.
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The file layout of the data to be transmitted to EDD is in the Bidders' library
Supplemental document.
No, EDD will not agree to change this requirement.
a. Yes.
b. N/A
c. Available in the Bidders' Library.
Via a RFP Addendum, EDD will delete the sentence: 'Debit cards will have a
status of Issued, Active, Suspended, Closed, Inactive, or Reverted.'
Reverted is a status used by EDD.
A digital disbursement is an alternative electronic payment method other
than debit card, direct deposit, or check. There are no digital
disbursements today.
Yes. Per Requirement# 157 (page 100 of 173), when EDD is ready to
provide claimants the option for direct deposit, the Contractor's Website
shall provide the ability for the claimant to initiate or terminate their direct
deposit and direct deposit transfer options.
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An errorneous closure of a debit card account.
An errorneous closure of a debit card account where the account can not
be reactivated by the contractor, the result of which are two accounts-one
active and one not.
At this time, EDD is developing internal requirements; however, it is
currently anticipated that EDD will obtain account information for direct
deposit. No, contractors may not charge for processing direct deposits (see
requirement #379).
Payment Transfer is a functionality within the EDD system; the
requirement will be removed via a RFP Addendum.
EDD does not send weekending date changes in the payment file.
The inbound payment file will contain the week ending date.
Sample of the report available in the Bidders' library.
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EDD will not alter this requirement. The intent of this requirement is to
allow EDD to monitor CSC calls for quality and adherence to the contract.
Via a RFP addendum Requirement 187 will be changed to:
"The Contractor's website shall support the two (2) most recent versions of
popular Web browsers (at minimum, Google Chrome, Internet Explorer,
Firefox, and Safari) at the time the service is implemented."
Requirements #21 and #201 require the contractor to conduct all work
related to this contract within the U.S.
Requirement 48 is under the Administrative Application to allow authorized
EDD users to view actions, transactions, and inquiries. Requirement 199 is
under Customer Service regarding website, IVR and customer service call
center.
Sample has been provided.
A "blocked" call is a call that is prevented from entering the IVR.
All listed languages are supported. The average monthly number of IVR
calls: English - 2.1 million, Spanish - 345,000, Armenian - 748, Tagalog - 750,
Punjabi - 3,900, Cantonese - 1,400, Mandarin - 2,000, Vietnamese - 1,000
EDD will not agree to change this requirement. All CSC's are located within
the U.S.
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Contractors may use a language service to support languages identified in
the requirement except for English and Spanish. The average monthly
number of CSR calls for all languages is 230,000, including English, Spanish,
Armenian, Tagalog, Punjabi, Cantonese, Mandarin, and Vietnamese. The
monthly number of CSR call by each language is not available.
The Req. 240 provides that the Contractor's CSC facility should be located in
the State of California. Exceptions will be evaluated based on Section VIII
Evaluation as to whether or not they will be assigned any points.
EDD and Contractor will work together to ensure recovery of services.
The Contractor will need to develop how it will address the three areas
listed on page 107, Attachment V.2, Section G.
The Contractor must decide how to provide the key services, which include
distribute debit cards and deposit benefits to debit cards or perform direct
deposit and direct deposit transfers to claimants' bank accounts as well as
IVR, CSC and/or Claimant Website services, and transmit demographic and
payment files.
EDD will not change this requirement.
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Req. 298 will be deleted via RFP addendum.
Requirement 311 will be deleted via RFP addendum.
EDD will not change this requirement.
Requirement 311 will be deleted via a RFP addendum.
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EDD will not change this requirement.
No, the End of Contract plan is not finalized.
No, the balances will not be provided to the successive contractor.
N/A the balances will not be provided,
No, debit card history will not be transferred.
Information necessary to facilitate the transition of services will be provided
to the successful contractor.
No. The EDD will not agree to this change.
EDD agrees.
The EDD confirms that the Bidders shall include proof of current PCI DSS
certification in Volume 1, EBP Services Proposal.
Welcome Packets are provided in English and Spanish material only. For the
first 3 months of 2015 approximately 200,000 welcome packets were
generated.
A Sample Welcome packet will be available in the Bidders' library.
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EDD Graphic Standards Manual and EDD Style Guide can be found in the
Bidders' Library.
Yes, Contractor shall only provide mailings to claimants regarding EBP
services.
The project manager must be available for onsite meetings within one hour
of EDD's request.
The number of Web hits per web page is only available as daily data. For
example, the number of Web hits per web page is 122,588 for May 17,
2015.
EDD does not have the information.
EDD will not change this requirement.
EDD does not have the information.
Via a RFP addendum, Requirement 536 will be deleted.
Via a RFP addendum, Requirements 547 and 563 have been combined
resulting in the deletion of Requirement 563. Req. 547 is amended to read:
"As required by EDD, the Contractor shall abide by IEEE Standards 829-
1989 for software testing using an EDD approved tool and/or method and
in accordance with the OED as described in Attachment V.1. E, Description
of Deliverables."
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HP Application Lifecycle Management 11.5. (version subject to change).
Project Test Strategy
Performance Center Project Initiation & Closure Checklist
Performance Center Project Request
Performance Center Project Schedule Request
Performance Test Goals
Performance Test Requirements
Performance Test Plan
Performance Test Scenario Design
Performance Test Report
If bidder responds"No" to a Bidder Minimum Required Service, bidder shall
offer an alternative pricing in column G, and provide comments in column
H. The EDD will evaluate the response based on the Section VIII, Evaluation
as to whether or not they are a material deviation.
EDD will not change requirement.
This is the notice to claimants to be sent prior to carrying out Requirement
#143.
The EDD will not change the requirement.
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The response to Attachment V.4, ATM location File Requirements, shall be
included in Volume I - EBP Service Proposal, instead of Volume II - Fee
Schedule.
The following changes will be made via a RFP Addendum:
The second paragraph of Attachment V.4 has been revised to:
"The files shall be submitted on a CD or DVD and clearly labeled "ATM
location Files" and included with Volume I - EBP Service Proposal, as
outlined in Section VII Proposal Format. The acceptable file format is either
a Comma Separated Value (CSV) file or Shapefile as defined below:"
Section VII Proposal Format, B. Proposal Format and Content, 1. Volume I -
EBP Service Proposal, will be amended to:
Add "5) Response to Attachment V.4, ATM location File Requirements"
after "4) Responses to Attachment V.2 - EBP Services Requirements."
The EDD will not change the requirement. Data element "County" is
required for California and National datasets and not International. The
data element "State_Province_County" is required, as applicable, for the
International dataset.
The current Revenue Share Model with Bank of America is:
'There will be a floor of 187 basis points if 50 percent of the Targeted
Federal Funds Rate is less than the floor basis points for that month's
calculation.'
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A response to Section VI, Revenue Share Model is required, even if the
revenue share figure is "O". Failure to include a revenue share figure will be
a material deviation and the bid will be rejected per the instruction on page
157, Attachment Vl.1, Revenue Share.
Bidders may submit any figure they wish in the Revenue Share Model,
including "O" (zero). Bidders who do not submit a completed Attachment
Vl.1 Revenue Share Model, i.e., the Attachment is missing or blank, will be
disqualified from the bid. Bidders who submit a zero figure in Attachment
Vl.1, of their response will get "O" points out of the maximum of 750 points
based on the calculation methodology described in Section VIII, Evaluation.
EDD will not change this requirement.
The EDD will not change the revenue calculation.
There is not a separate attachment for the scorable requirements. Bidders
must respond to the scoreable requirements in the numerical requirement
order that they appear in the Attachment V.2, therefore scoreable
requirements responses will be intermixed with pass/fail requirement
responses.
If bidder responseds "No" for a mandatory requirement, bidder must
provide reason for not meeting the requirement in the comments column.
The EDD will evaluate the response based on Section VIII, Evaluation as to
whether or not they are a material deviation.
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EDD will not change this requirement.
Sample report for Requirements 503, 506, & 510 is available in the Bidders'
library. Direct deposit and direct deposit transfer data is currently not
collected.
Via a RFP addendum, the boxes will be marked "N/A."
The RFP deadline is 2:00 p.m. (Pacific Time), July 15, 2015.
No, the EDD will not remove this requirement.
Yes, bidders may submit their financial statements in electronic format only
due to the length of the files.
Public Contract Code (PCC) Section 6611 authorizes the Department of
Genral Services to use a negotiation process under certain circumstances.
The decision to initiate negotiations would be made before contract award.
At this time, EDD does not foresee initiating PCC 6611 negotiations.
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No. The EDD will not agree to this requirement.
Yes, but any sample marketing materials must be marked "Sample" or
"Draft". Any use of logos, State and/or EDD logos, is limited to providing a
response to the RFP and must not be used for any other purpose.
Bidders must provide responses ("Yes" or "No") in RFP Response Volume 1,
to each requirement in Attachment V.2 Statement of Work - EBP Service
Requirements, A-S. If the response to a requirement in this section is "No",
then a comment explaining why the bidder doesn't agree to the
requirement must be provided in the "Comment" column. Requirements
that are left blank, or have a "No" response, regardless of the comment,
may be cause for rejection of the proposal.
The Bidders' library address is http://edd.ca.gov/ebp/
Access to the EBP Bidders' library Site will be granted upon receipt of
Bidder's submission of Attachment 1.1, Letter of Intent to Bid, page 13, and
Attachment 1.2 Confidentiality Statement, page 14, of the RFP.
No, the EDD will not agree to this. No fees should be associated with ACH
transactions and related services.
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• EDD does not have this information.
• The frequency of file submission is daily.
• There is no other purpose of ACH files beside payment to claimants
• A debit ACH limit will not be required.
• EDD does not have this information.
• See previous bullet.
• EDD does not typically have larger ACH files.
• EDD does not need to wire funds from this account.
• The accounts are funded early in the day.
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Monthly Data is available for:
# of Loads per month, last 24 months
$ of Loads per month, last 24 months
# of live agent phone calls per month, last 24 months
# of IVR calls per month, last 24 months
Daily Data is available for:
# of ATM withdrawals per month, last 24 months
$ of ATM withdrawals per month, last 24 months
# of Teller withdrawals per month, last 24 months
$ of Teller withdrawals per month, last 24 months
# of POS PIN transactions per month, last 24 months
$ of POS PIN transactions per month, last 24 months
# of POS SIG transactions per month, last 24 months
$ of POS SIG transactions per month, last 24 months
# of transfers to a personal bank account per month, last 24 months
$ of transfer to a personal bank account per month, last 24 months
I\ -·- --1 ...,.+.LI-- -'-.1. ;,.. .-....f- .1.I. n·-..1-..1 ____ 1 I "I. -- ··-·
For SDI (DI/PFL) and for UI, the frequency of disbursements per claimant is
every two weeks.
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UI the average number of disbursements over the life of the claim is ten,
(10).
DI the average number of disbursements over the life of the claim is eight,
(8).
PFL the average number of disbursements over the life of the claim is three,
(3).
EDD is developing internal requirements and the implementation
timeframe is unknown.
The data is not available.
The data is not available.
For 2014, approximately 2.4 percent of the 5.6 million SDI (DI & PFL) benefit
payments issued did not qualify for a debit card.
For 2014, approximately 0.57 percent of the 12.7 million UI benefit
payments issued did not qualify for a debit card.
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Only Daily Data is available for these items.
At any point in time the number of active cards can fluctuate. For example,
on 1/31/13, there were 2,385,697 UI active cards; on 1/31/14, there were
2,937,971 UI active cards.
Only Daily data is available.
This information is not available.
Only Daily Data is available for these items.
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At any point in time the number of active cards can fluctuate. For example,
on 1/31/13, there were 1,353,692 SDI active cards; on 1/31/14, there were
1,766,037 SDI active cards.
Only Daily data is available.
This information is not available.
The EDD believes that offering claimants a choice between receiving their
benefits via debit card and direct deposit into a bank account of their choice
(as opposed to direct deposit transfer) will comply with the proposed
amendments to the CFPB regulations.
No. The EDD RFP Evaluation Team consists of EDD internal staff.
The EDD is developing internal requirements and the implementation
timeframe is unknown.
The EDD will provide a Microsoft Word version of the RFP Sections in the
bidders' library.
The EDD does not know to what extent banking laws apply to any
particular disbursement. EDD is not a banking expert. The Contractor must
follow all applicable laws regarding any disbursements made on EDD's
behalf, regular or alternative.
This is not a question and will not be considered part of the contract.
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EDD is not authorized to change the State's liability or indemnity terms.
These terms 'Nere drafted by the Department of General Services pursuant
to state statutory and regulatory !aw for al! state contracts.
Given the difficulty of predicting damages to the state in the event of the
Contractor's failure to peform, EDD has carefully drafted liquidated
damages terms set forth in the RFP, These will not change, In addition, EDD
is not authorized to deviate from the indemnification provisions set forth in
Exhibit C., GTC-610.
Yes.
Yes.
Bidders are cautioned that any exception to a requirement may be vie·1,ved
as a material deviation, vvhich 'Nil! be the basis for rejection ofthe bid,
This is a procurement for a zero dollar contract. EDD is not authorized to
pay the Contractor under the terms oft his Rf P. The EDD may waive the
lmposition of liquidated damages on a case by case basls. The EDD vvot.i!d
consider waiver of liquidated damages if any failure of peformance by the
Contractor were caused by the State and/or incumbent provider.
The Contractor is expected to abide by the provisions of Exhibit C·GTC 610.
The EDD is not authorized to make changes to these provisions.
No,
EDD interprets the term to mean that the Contractor will satisfactorily
perform a!! work according to the time!ines set forth in the RFP and/or
upon mutually agreed upon schedules contemplated under the RFP to be
determined later.
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Electronic
Benefit Payments (EBP)
REQUEST FOR PROPOSAL {RFP)
EDD RFP #65466
Addendum 9
April 21, 2015
August 14, 2015
State of California
""+""''"" ••••••• ·,,",. Empfoyme nt
Development
Deparhnent
Employment Development Department
800 Capitol Mall
Sacramento, CA 95814
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TABLE OF CONTENTS
SECTION I INTRODUCTION AND OVERVIEW 6
A. VISION 6
B. MISSION 6
C. ABOUT THE EDD 6
D. PURPOSE OF THIS RFP 7
E. SCOPE OF THE RFP AND BIDDER ADMONISHMENT 8
F. CONDITIONS AND COMMITMENT 9
G. AVAILABILITY 9
H. PROCUREMENT OFFICIAL 9
I. KEY ACTION DATES
J. MINIMUM QUALIFICATIONS (MQs) FOR BIDDERS 11
K. AMERICANS WITH DISABILITIES ACT (ADA) 12
L. DISABLED VETERAN BUSINESS ENTERPRISE (DVBE) PARTICIPATION REQUIREMENTS 12
M. CONFIDENTIALITY 12
N. SUBCONTRACTORS 12
ATTACHMENT 1.1 LETTER OF INTENT TO BID 13
ATTACHMENT 1.2 CONFIDENTIALITY STATEMENT 14
SECTION II RULES GOVERNING COMPETITION 15
A. IDENTIFICATION AND CLASSIFICATION OF RFP REQUIREMENTS 15
B. BIDDING REQUIREMENTS AND CONDITIONS 15
C. BIDDING STEPS 18
D. OTHER INFORMATION 22
SECTION Ill CURRENT SYSTEM 24
A. BENEFIT PROGRAMS 24
B. INFORMATION TECHNOLOGY ORGANIZATIONS 26
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C. OFFICE OF DOCUMENTS, PUBLICATIONS, AND DISTRIBUTION 27
D. TECHNICAL ENVIRONMENT 27
SECTION IV ADMINISTRATIVE REQUIREMENTS 34
A. INTRODUCTION 34
B. BIDDER RESPONSIBILITY 34
C. QUALIFICATIONS AND EXPERIENCE REQUIREMENTS 34
D. PROJECT STAFFING 35
E. ADMINISTRATIVE REQUIREMENTS DOCUMENT CHECKLIST 37
F. COVER LETTER 38
G. MINIMUM QUALIFICATIONS CERTIFICATION 38
H. FINANCIAL RESPONSIBILITY INFORMATION 38
I. REGISTERED TO DO BUSINESS IN CALIFORNIA 38
J. CONTRACTOR CERTIFICATION CLAUSES (CCC-307) 39
K. DISABLED VETERAN BUSINESS ENTERPRISE PARTICIPATION PROGRAM(DBVE) 39
L. SMALL BUSINESS CERTIFICATION 39
M. EMPLOYEE CONFIDENTIALITY STATEMENT 39
N. INDEMNITY AGREEMENT 39
0. INFORMATION SECURITY CERTIFICATION 39
P. DARFUR CONTRACTING ACT 39
Q. CERTIFICATION REGARDING LOBBYING AND LOBBYING ACTIVITIES 40
R. CERTIFICATION REGARDING DEBARMENT 40
s. CERTIFICATE OF INSURANCE (COi) REQUIREMENTS 40
T. TARGET AREA CONTRACT PREFERENCE ACT (TACPA) 41
u. PAYEE DATA RECORD STD.204 41
w. DISABLED VETERANT BUSINESS ENTERPRISE DECLARATION 41
X. IRAN CONTRACTING ACT 42
Y. COMMERCIALLY USEFUL FUNCTION COMPLIANCE 42
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ATTACHMENT IV.1 CORPORATE REFERENCES 43
ATTACHMENT IV.2 REFERENCES FOR KEY STAFF 44
ATTACHMENT IV.3 STAFF ROLES AND QUALIFICATIONS MATRIX 45
ATTACHMENT IV.4 LIST OF SUBCONTRACTORS 48
ATTACHMENT IV.5 MINIMUM QUALIFICATIONS CERTIFICATION 49
ATTACHMENT IV.6 FINANCIAL RESPONSIBILITY INFORMATION 50
ATTACHMENT IV.7 SMALL BUSINESS (SB) CERTIFICATION 51
ATTACHMENT IV.8 EMPLOYEE CONFIDENTIALITY STATEMENT 52
ATTACHMENT IV.9 INDEMNITY AGREEMENT 54
ATTACHMENT IV.10 STATEMENT OF RESPONSIBILITY 55
ATTACHMENT IV.11 DARFUR CONTRACTING ACT 56
ATTACHMENT IV.12 CERTIFICATION REGARDING LOBBYING 57
ATTACHMENT IV.13 DISCLOSURE OF LOBBYING ACTIVITIES 58
ATTACHMENT IV.14 CERTIFICATION REGARDING DEBARMENT 60
ATTACHEMNT IV.15 IRAN CONTRACTING ACT 62
SECTION V EBP SERVICES REQUIREMENTS 63
A. EDD ELECTRONIC BENEFIT PAYMENT (EBP) SYSTEM 63
B. STATE CONTROLLER'S OFFICE AND STATE TREASURER'S OFFICE 63
C. PRODUCTION CHANGE MANAGEMENT 63
D. MAINTENANCE AND TESTING 63
E. REQUIREMENTS THAT DETERMINE PROJECT SUCCESS 63
F. OPERATIONAL ENVIRONMENT 64
G. TRAINING EDD STAFF 68
ATTACHMENT V.1 STATEMENT OF WORK 70
A. PURPOSE 70
B. PERIOD OF PERFORMANCE 70
C. CONTACT INFORMATION 70
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D. CONTRACTOR RESPONSIBILITIES 70
E. DESCRIPTION OF DELIVERABLES 72
F. STATE RESPONSIBILITIES 73
G. CONTRACT CHANGE PROCESS 74
H. CONTRACTOR STAFF REQUIREMENTS 75
I. PERSONNEL ACCESS 75
J. INFORMAL DISPUTES 76
K. FORMAL DISPUTE RESOLUTION 76
L. LIQUIDATED DAMAGES 77
M. END OF CONTRACT (TRANSITION) PHASE 79
N. NOTICES 79
0. WORK ACCEPTANCE 80
P. FORCE MAJEURE 80
Q. CONTRACTOR ACKNOWLEDGMENT 80
ATTACHMENT V.2 STATEMENT OF WORK - EBP SERVICE REQUIREMENTS 81
A. ADMINISTRATIVE 81
B. ADMINISTRATIVE APPLICATION 83
C. BATCH PROCESS, CASH SETTLEMENT, AND RECONCILIATION 86
D. CHANGEMANAGEMENT 91
E. CLAIMANT ACCOUNT STRUCTURE, CORRECTIONS, & ADJUSTMENTS 93
F. CUSTOMER SERVICE 98
G. DISASTER RECOVERY AND BUSINESS CONTINUITY 107
H. ELECTRONIC BENEFIT PAYMENTS 109
I. END OF CONTRACT ACTIVITIES 115
J. FEES AND SURCHARGES 117
K. GOVERNING REGULATIONS
L. INVESTIGATIONS AND FRAUD PREVENTION 120
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M. MARKETING/ CUSTOMER COMMUNICATION 122
N. PROJECT MANAGEMENT 125
0. PROJECT STAFFING 127
P. REPORTS 129
Q. SECURITY 133
R. TESTING 135
S. TRAINING 139
ATTACHMENT V.3 FEE SCHEDULE 142
ATTACHMENT V.4 ATM LOCATION FILE REQUIREMENTS 148
ATTACHMENT V.5 EBP DELIVERABLE EXPECTATION DOCUMENT 152
SECTION VI REVENUE SHARE MODEL 157
A. INTRODUCTION 157
ATTACHMENT Vl.1 REVENUE SHARE 158
SECTION VII PROPOSAL FORMAT 159
A. INTRODUCTION 159
B. PROPOSAL FORMAT AND CONTENT 159
SECTION VIII EVALUATION 161
A. INTRODUCTION 161
B. RECEIPT 161
C. EVALUATION 161
D. SCORING METHODOLOGY AND POINT VALUES FOR CATEGORIES 164
EXHIBIT A GLOSSARY 168
EXHIBIT B CONFIDENTIALITY REQUIREMENTS 172
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SECTION I
INTRODUCTION AND OVERVIEW
A. VISION
The Employment Development Department strengthens the economic vitality of
Californians and their communities.
B. MISSION
The Employment Development Department enhances California's economic growth and
prosperity by collaboratively delivering valuable and innovative services to meet the
evolving needs of employers, workers, and job seekers.
C. ABOUT THE EDD
The Employment Development Department (hereinafter known as EDD), administers
the Unemployment Insurance (UI), State Disability Insurance (SDI), which includes
Disability Insurance (DI) and Paid Family Leave (PFL), Workforce Services, and
Workforce Investment Act programs. The EDD, one of the nation's largest tax collection
agencies, is responsible for auditing and collecting employment taxes and maintains
employment records for more than 18.5 million California workers. Following federal
and state laws with fairness and equity, and ensuring fiscal integrity, the EDD performs
the following functions:
1. Operates the State's employment service - connecting employers with job seekers;
2. Acts as an economic stabilizer through the administration of the Unemployment
Insurance program;
3. Provides prompt and accurate services that enable taxpayers to easily report data
and meet their tax responsibilities;
4. Provides partial wage replacement for non-occupational disabilities, to care for a
seriously ill family member or bond with a new minor child through the administration
of the State Disability Insurance (SDI) program;
5. Encourages self-sufficiency in the current and future workforce;
6. Serves as the central source for information on California's labor market; and
7. Plans, deploys, and manages technology to improve our business processes and
access to our services.
As one of the largest State departments, the EDD offers a wide variety of services to
millions of Californians with nearly 9,000 employees providing services at approximately
200 locations throughout the State.
Through the UI and SDI programs, the EDD provides partial wage-replacement benefits
to eligible California workers. Funded by employee payroll deduction (SDI) and
employer tax contributions (UI), these insurance programs provide a strong stabilizer to
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California's economy and are designed to assist those who are out of work, ill, need
time away from work to care for a seriously ill family member, or bond with a new child.
California workers who are covered by the SDI program are eligible for DI and PFL
benefits.
For DI and PFL claims, filing methods include Internet and mail. For UI claims, the EDD
offers multiple filing methods, including Internet, telephone, mail, and fax. Most UI and
SDI benefits are issued to claimants through the electronic benefits payment services
and the EDD Debit Card 8 M_
Each year, the EDD receives and processes more than 5.3 million initial UI claims and
over 920,000 SDI claims. The EDD paid out more than $10.6 billion in UI benefits in
2014 and over $4.5 billion in SDI benefits.
The EDD has a specialized law enforcement organization that enforces the provisions
of the California Unemployment Insurance Code (CUIC). The EDD's Investigation
Division provides investigative services to prevent, detect, and investigate fraud
committed against the EDD's programs and resources.
D. PURPOSE OF THIS RFP
Currently, EDD contracts with Bank of America to disburse benefits to its claimants.
Benefits are electronically disbursed to claimants via a debit card. Once claimants have
received their debit card, they can continue to use the debit card for the duration of their
benefit payments, or they may opt establish direct deposit transfer of all or a portion of
their benefits from the debit card to a bank account of their choice.
The purpose of this Request for Proposal (RFP) is for the EDD to obtain the services of
a qualified State of California Depository Bank through a no-cost contract to provide for
the payment of UI and SDI benefits. EDD's intention is to provide claimants with both
debit card and direct deposit transfer services at the start of the contract. When EDD
communicates its readiness to implement direct deposit services, the Contractor will
discontinue direct deposit transfer services and provide a seamless transition from
direct deposit transfer to direct deposit. The Contractor will:
• Securely receive UI and SDI data from the EDD;
• Securely return payment disbursement confirmation for the EDD to maintain its
financial reporting responsibilities;
• Electronically disburse benefit payments to claimants;
• Pay benefits to claimants via Visa or MasterCard branded debit cards, direct
deposit, and direct deposit transfer services.
• In the event that claimants are not qualified for a debit card per the bank
regulations or do not provide their bank information for direct deposit, the
Contractor shall provide alternative disbursement payment methods.
• Such alternative disbursement methods must be at no cost to EDD. They must
include in digital disbursements for those who have a means of receiving digital
disbursement and for those who do not, check writing services.
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• Provide claimants access to benefits paid at no cost via financial institutions,
automated teller machines and points of sale;
• Develop, provide and distribute cardholder outreach, education and marketing
materials; and,
• Provide customer service.
In addition, the Contractor shall be responsible for adhering to all banking and UI
and SDI Program regulations; conducting training for the EDD staff to manage the
debit card, direct deposit, and direct deposit transfer services and providing financial
and management reports and necessary data to the EDD.
The EDD and the Bidder acknowledge, understand, and agree to mutually consider
the best practices provided in U.S. Department of Labor's Unemployment Insurance
Program Letter (UIPL) 34-09, Best Practices for Payment of Unemployment
Compensation (UC) by Debit Cards, available at:
http://wdr.doleta.gov/directives/corr doc.cfm?DOCN=2795, in providing electronic
benefit payments.
Responses to this RFP will be evaluated based on the high-point method of
evaluation. An award, if made, will be to a single bidder awarded the highest points
as calculated in accordance with the methodology defined in Section VIII,
EVALUATION. Therefore, bidders should carefully read the RFP instructions and
details to ensure an understanding of the requirements and evaluation process.
The Contract term will be five (5) years, with the EDD's option to extend the contract
for up to two (2) additional two (2) year Contract terms. The Contract period may
not exceed nine (9) years. The EDD is not legally obligated to exercise its right to
extend the contract. Notwithstanding the EDD's right to terminate for cause under
Exhibit C, GTC-610 of the Standard Agreement, the EDD reserves the right to
terminate this Agreement for any reason and at its sole discretion at any time upon
providing six (6) months prior written notice to the Contractor. The EDD is not
responsible for any costs incurred by the Contractor or its subcontractor(s) as a
result of early termination.
E. SCOPE OF THE RFP AND BIDDER ADMONISHMENT
This RFP is being conducted under the policies developed by the Department of
General Services (DGS) as provided under California Public Contract Code. This
RFP contains the instructions governing the requirements for a proposal to be
submitted by interested bidders, the format for proposals, and materials to be
included. This RFP also addresses the requirements that bidders must meet to be
eligible for consideration, as well as addressing bidders' responsibilities during the
term of the contract. If a bidder expects to be afforded the benefits of the bidding
steps included in this RFP, the Bidder must take the responsibility to:
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• Read the entire RFP carefully;
• Ask appropriate questions in a timely manner, if clarification is necessary;
• Submit all required responses, completed to the best of bidder's ability, by the
required dates and times;
• Make sure that all procedures and requirements of the RFP are accurately
followed and appropriately addressed; and;
• Reread the entire RFP carefully before submitting the bid.
F. CONDITIONS AND COMMITMENT
Upon submittal of a proposal, the Bidder has committed to comply with the following
requirements:
1. All items noted in the RFP.
2. The State's General Terms and Conditions (GTC-610) available for viewing
at: http://www.dgs.ca.gov/ols/Resources/StandardContractLanguage.aspx
3. The State's Contractor Certification Clauses (CCC-307)available for viewing
at: http://www.dgs.ca.gov/ols/Resources/StandardContractLanguage.aspx
If the Bidder fails to meet any requirements or cannot comply with the requirements,
the EDD may reject, disqualify, or remove the Bidder from the bid process. The
EDD is not obligated to award a Contract resulting from this RFP.
G. AVAILABILITY
Services are scheduled to begin by the Contract Award and Execution Date
specified in Section I.I Key Action Dates below.
H. PROCUREMENT OFFICIAL
The Procurement Official and the mailing address to send bids, questions or copies
of protests are:
Rose Liu
Employment Development Department
800 Capitol Mall, MIC #62-C
Sacramento, CA 95814
(916) 654-6400
Fax#: (916) 319-4185
email: rliu@edd.ca.gov
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I. KEY ACTION DATES 1
Listed below are the important actions, dates and times by which events must occur
or be completed. If the State finds it necessary to change any of these dates, it will
be accomplished via an Addendum to this RFP.
ACTION DATE/TIME
1. Release of RFP 04/21/15
2. Last day to submit questions in writing 05/05/15
3. Response to Questions via Bid Sync available at: 05/19/15
www.bidsync.com
4. Last day to submit request to change RFP requirements 06/01/15
5. Last day to submit Section I documents 06/16/15
(Attachment 1.1 Letter of Intent to Bid and
Attachment 1.2 Confidentiality Statement)
6. Submission of Proposals by 2:00 p.m. (Pacific Time) 07/15/15
7. Evaluation of Proposals 07/16/15 - 07/30/15
8. Release of Addendum 9 08/14/2015
9. Final ProQosal Due 08/27/2015
1O. Evaluation of Final ProQosa! 08/28/15-09/04/15
lf~,.··1 ·-: . Notification of Intent to Award 0709/J-1-04/15
- -
f-....
bL 1~/.
--.:: ,,·:
Last Day to Protest Selection Qa09/0711 /15
- -
lO-.-··i3_ Contract Award and Execution Qa09/4-215/15
- -
1
All dates are projected only and may be adjusted as conditions indicate. Prospective bidders are
advised to periodically check the Bid Sync website for Addendums, modifications and question and
answer sets related to this RFP. The State of California is not responsible for a prospective bidder's
misunderstanding of the bid solicitation or nonresponsive bid due to failure to check the website for
updates or amendments to bid documents, and/or other information regarding the bid solicitations.
Failure to periodically check the website for updates will be at the Bidder's sole risk.
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J. MINIMUM QUALIFICATIONS (MQs) FOR BIDDERS
At the time of bid submittal, the Bidder must meet the following requirements:
1. Be a State of California Depository Bank.
2. Be a member of the Federal Reserve System.
3. Be capable of providing the banking services required by the EDD.
4. Be sufficiently capitalized to accommodate the EDD's cash management needs.
5. Have established bank branches and ATMs located throughout the State of
California.
6. Possess five (5) years' experience performing Electronic Payment Services work
similar in nature and size to that described in the Statement of Work (SOW),
Attachments V.1 and V.2.
7. Have experience providing Electronic Pay Card Services to or for a public entity as a
contractor or a subcontractor.
8. Be currently qualified to do business in California, if a Corporation. "Doing business"
is defined in California Revenue & Taxation Code section 23101 as actively engaging
in any transactions for the purpose of financial or pecuniary gain or profit.
9. Be a full-service financial institution in good standing with the State of California
Both domestic and foreign corporations (those incorporated outside of California)
must be in good standing in order to be qualified to do business in California.
PROPOSALS THAT DO NOT MEET THE MQS LISTED ABOVE Will BE
DISQUALIFIED FROM FURTHER CONSIDERATION.
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K. AMERICANS WITH DISABILITIES ACT (ADA)
To comply with the nondiscrimination requirements of ADA, it is the policy of the State
to make every effort to ensure that its programs, activities and services are available to
all persons, including persons with disabilities.
For persons with a disability needing a reasonable modification to participate in the
procurement process, or for persons having questions regarding reasonable
modifications of the procurement process, please contact the Procurement Official
identified in Section I.H. above.
l. DISABLED VETERAN BUSINESS ENTERPRISE (DVBE) PARTICIPATION
REQUIREMENTS
DVBE requirements have been waived for purposes of this RFP.
M. CONFIDENTIALITY
To preserve the integrity of the security and confidentiality measures integrated into the
State's projects and systems, each bidder is required to sign Attachment 1.2,
Confidentiality Statement, and submit it by the date specified in Section I.I Key Action
Dates above.
Similarly, any contractor engaging in EBP services with the State, requiring them to
come into contact with confidential State information, will be required to exercise
security precautions for such data that is made available, including the signing of
additional EDD confidentiality statements.
N. SUBCONTRACTORS
Any subcontractor that the Bidder chooses to use in fulfilling the requirements of this
RFP, and which is expected to receive more than ten (10) percent of the value of the
contract, must also meet all Administrative and Technical Requirements of the RFP, as
applicable. Complete Attachment IV.4, List of Subcontractors, and include it with the
bid. All proposed subcontractors must be identified on the Attachment.
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ATTACHMENT 1.1
LETTER OF INTENT TO BID
Rose Liu
Employment Development Department
800 Capitol Mall, MIC #62-C
Sacramento, CA 95814
RE: RFP # 65466
This is to notify you that it is our present intent to {bidder shall specify submit/not
submit*} information in response to the above referenced RFP. The individual to whom
all information regarding this RFP should be transmitted is:
Name:
Address:
City, State, & Zip
Phone Number:
Fax Number:
Email address:
We concur with the proposed contract language as presented in the RFP.
*If declining to bid, please explain reason(s) why:
Sincerely,
Name (Signature)
Typed Name and Title
Company
(_)_ _ _ __ (_)_ _ __
Phone Number Fax Number Email Address
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ATTACHMENT 1.2
CONFIDENTIALITY STATEMENT
As an authorized representative and/or corporate officer of the company named below,
who has authority to bind the company, I warrant my company and its employees will
not disclose any documents, diagrams, information and information storage media
made available to us by the State for the purpose of responding to EDD RFP #65466 or
in conjunction with any contract arising there from. I warrant that only those employees
who are authorized and required to use such materials will have access to them.
I further warrant that all materials provided by the State will be returned promptly after
use and that all copies or derivations of the materials will be physically and/or
electronically destroyed. I will include with the returned materials, a letter attesting to
the complete return of materials, and documenting the destruction of copies and
derivations. Failure to so comply will subject this company to liability, both criminal and
civil, including all damages to the State and third parties. I authorize the State to
inspect and verify the above.
I warrant that if my company is awarded the contract, it will not enter into any
agreements or discussions with a third party concerning such materials prior to
receiving written confirmation from the State that such third party has an agreement with
the State similar in nature to this one.
(Signature of representative/date)
(Typed name of representative)
(Typed name of company)
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SECTION II
RULES GOVERNING COMPETITION
A. IDENTIFICATION AND CLASSIFICATION OF RFP REQUIREMENTS
1. Mandatory
The State has established certain requirements with respect to bids to be submitted by
prospective contractors. The use of "shall," "must," or "will" (except to indicate simple
futurity) in the RFP indicates a requirement or condition which is mandatory. A
deviation, if not material, may be waived by the State. A deviation from a requirement is
material if the deficient response is not in substantial accord with the RFP requirements,
provides an advantage to one bidder over other bidders, or has a potentially significant
effect on the delivery, quantity or quality of items bid, amount paid to the supplier, or
cost to the State. Material deviations cannot be waived.
2. Desirable
The words "should" or "may" in the RFP indicate desirable attributes or conditions, but
are non-mandatory in nature. Deviation from, or omission of, such a desirable feature,
even if material, will not in itself cause rejection of the bid.
B. BIDDING REQUIREMENTS AND CONDITIONS
1. General
This RFP, the evaluation of responses, and the award of any resultant contract shall be
made in conformance with current competitive bidding procedures as they relate to the
procurement of goods and services by public bodies in the State of California. A
bidder's Bid is an irrevocable offer for 45 days following the scheduled date for contract
award specified in Section I.I Key Action Dates. A bidder may extend the offer in the
event of a delay of contract award.
2. RFP Documents
This RFP includes, in addition to an explanation of the State's needs which must be
met, instructions which prescribe the format and content of bids to be submitted and the
model(s) of the contract(s) to be executed between the State and the successful
bidder(s).
If a bidder discovers any ambiguity, conflict, discrepancy, omission, or other error in this
RFP, the Bidder shall immediately notify the Procurement Official identified in Section
I.H of such error in writing and request clarification or modification of the document.
The word "bid" as used throughout this document is intended to mean "proposed,"
"propose" or "proposal" as appropriate.
Modifications will be made by addenda issued pursuant to Section I1.B.6.Addenda.
Such clarifications shall be given by written notice to all parties who have identified
themselves as bidders to the Procurement Official identified in Section I.H, without
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divulging the source of the request for same. Insofar as practicable, the State will give
such notices to other interested parties, but the State shall not be responsible therefore.
If the RFP contains an error known to the Bidder, or an error that reasonably should
have been known, the Bidder shall bid at its own risk. If the Bidder fails to notify the
State of the error prior to the date fixed for submission of bids, and is awarded the
contract, the Bidder shall not be entitled to additional compensation or time by reason of
the error or its later correction.
3. Examination of the Work
The Bidder should carefully examine the entire RFP and any addenda thereto, and all
related materials and data referenced in the RFP or otherwise available to the Bidder,
and should become fully aware of the nature and location of the work, the quantities of
the work, and the conditions to be encountered in performing the work. Specific
conditions to be examined may be listed in the RFP sections on ADMINISTRATIVE
REQUIREMENTS and/or the sections on EBP SERVICES REQUIREMENTS.
4. Questions Regarding the RFP
Bidders requiring clarification of the intent or content of this RFP or on procedural
matters regarding the competitive bid process may request clarification by submitting
questions, in writing via an email clearly entitled "Questions Relating to EDD RFP
#65466" or via the Bid Sync website, to the Procurement Official listed in Section I.H.
To ensure a response, questions must be received in writing by the scheduled date(s)
given in Section I.I Key Action Dates. Question and answer sets will be provided to all
bidders without identifying the submitters. At the sole discretion of the State, questions
may be paraphrased by the State for clarity.
A Bidder who desires clarification or further information on the content of the RFP, but
whose questions relate to the proprietary aspect of that Bidder's proposal and which, if
disclosed to other bidders, would expose that bidder's proposal, may submit such
questions in the same manner as above, but also marked "CONFIDENTIAL," and not
later than the scheduled date specified in Section I.I Key Action Dates to ensure a
response. The Bidder must explain why any questions are sensitive in nature. If the
State concurs that the disclosure of the question or answer would expose the
proprietary nature of the proposal, the question will be answered and both the question
and answer will be kept in confidence. If the State does not concur with the proprietary
aspect of the question, the question will not be answered in this manner and the Bidder
will be so notified.
If the bidder believes that one or more of the RFP requirements is onerous, unfair, or
imposes unnecessary constraints to the bidder in proposing less costly or alternate
solutions, the bidder may request a change to the RFP by submitting, in writing, the
recommended change(s) and the facts substantiating this belief and reasons for making
the recommended change. Such request must be submitted to the Department Official
by the date specified in Section I for submitting a request for change. Oral answers
shall not be binding on the State.
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5. Intent to Bid
Bidders who intend to participate in the RFP process are asked to state their
intent to submit a proposal via the use of Attachment 1.1 Letter of Intent to Bid
from Section I, INTRODUCTION AND OVERVIEW to receive additional
information related to this RFP. These forms should be submitted by the date
listed in Section I.I, Key Action Dates, in order to receive additional
information regarding this RFP. Only those bidders acknowledging interest in
this RFP will continue to receive additional correspondence throughout this
procurement. However, all items related to the RFP will be posted on the
following website: www.bidsync.com. Bidders should become familiarized
with the website and should not rely on the EDD submitting every document
related to this RFP via email or other method.
The letter should identify the contact person for the solicitation process, plus
include a phone number, fax number, and email address. There will be only
one (1) contact person during the process, and information related to this
RFP will only be provided to the designated person. It shall be the Bidder's
responsibility to immediately notify the Procurement Official identified in
Section I.H, in writing, regarding any revision to the contact information. The
State shall not be responsible for proposal correspondence not received by
the Bidder if the Bidder fails to notify the State, in writing, about any change pertaining
to the designated contact person.
6. Addenda
The State may modify the RFP prior to the date fixed for Contract Award by issuance of
an addendum to all bidders who are participating in the bidding process at the time the
addendum is issued, unless the amendments are such as to offer the opportunity for
nonparticipating bidders or suppliers that submitted an intent to become participating, in
which case the addendum will also be sent to those parties. Addenda will be numbered
consecutively. If any bidder determines that an addendum unnecessarily restricts its
ability to bid, the bidder is allowed five (5) working days to submit a protest to the
addendum according to the instructions contained in Paragraph D-1 of this section.
7. Joint Bids
A joint bid (two or more bidders quoting jointly on one bid) may be submitted and each
participating bidder must sign the joint bid. If the contract is awarded to joint bidders, it
shall be one indivisible contract. Each joint contractor will be jointly and severally
responsible for the performance of the entire contract, and the joint bidders must
designate, in writing, one individual having authority to represent them in all matters
relating to the contract. The State assumes no responsibility or obligation for the
division of orders or purchases among joint contractors.
8. Air or Water Pollution Violations
Unless the contract is less than $25,000 or with a non-competitively bid contractor,
Government Code Section 4477 prohibits the State from contracting with a person,
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including a corporation or other business association, who has been determined to be
in violation of any state or federal air or water pollution control law.
Prior to an award, the State shall ascertain if the intended awardee is a person included
in notices from the Boards. In the event of any doubt of the intended awardee's identity
or status as a person who is in violation of any state or federal air or water pollution
law, the State will notify the appropriate Board of the proposed award and afford the
Board the opportunity to advise the Department that the intended awardee is such a
person.
No award will be made to a person who is identified either by the published notices or
by advice, as a person in violation of state or federal air or water pollution control laws.
9. Fair Employment and Housing Commission Regulations
The California Government Code Section 12990 requires all State contractors to have
implemented a Nondiscrimination Program before entering into any contract with the
State. The Department of Fair Employment and Housing (DFEH) randomly selects and
reviews State contractors to ensure their compliance with the law. The DFEH
periodically disseminates a list of suppliers who have not complied. Any supplier so
identified is ineligible to enter into any State contract.
12. Unfair Practices Act and Other Laws
Bidder warrants that its bid complies with the Unfair Practices Act (Business and
Professions Code Section 17000 et seq.) and all applicable State and Federal laws and
regulations.
C. BIDDING STEPS
1. General
Bidders are strongly encouraged to follow the scheduled steps of this procurement to
increase the chance of submitting a compliant Proposal. Before submitting a Proposal,
the Bidder should carefully review it for errors and adherence to the RFP requirements.
The Proposal must be complete, including all required documents, signatures, and
certifications.
2. Confidentiality
Bids become public upon opening; however, the contents of all proposals,
correspondence, agenda, memoranda, working papers, or any other medium which
discloses any aspect of a bidder's proposal shall be held in the strictest confidence until
notice of intent to award.
Bidders should be aware that marking a document "CONFIDENTIAL" or
"PROPRIETARY" in a bid may exclude it from consideration for award and will not keep
that document from being released, as part of the public record, after notice of intent to
award, unless the Bidder has obtained a court order preventing the State from releasing
the document.
After the bids are opened, the content of all working papers and discussions relating to
the Bidder's proposal may be held in confidence only if the public interest served by not
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disclosing the record(s) is clearly outweighed by the public interest in disclosing the
record(s). Any disclosure of confidential information by the Bidder is a basis for
rejecting the Bidder's proposal and ruling the Bidder ineligible to further participate. Any
disclosure of confidential information by a state employee is a basis for disciplinary
action, including dismissal from state employment, as provided by Government Code
Section 19570 et seq. Total confidentiality is paramount; it cannot be over emphasized.
3. Submission of Proposals/Bids
(a) Preparation
Proposals/Bids are to be prepared in such a way as to provide a straightforward,
concise delineation of capabilities to satisfy the requirements of this RFP. Expensive
bindings, colored displays, promotional materials, etc., are not necessary or desired.
EMPHASIS SHOULD BE CONCENTRATED ON CONFORMANCE TO THE RFP
INSTRUCTIONS, RESPONSIVENESS TO THE RFP REQUIREMENTS, AND ON
COMPLETENESS AND CLARITY OF CONTENT. RESPONSES SHOULD ONLY BE
INCLUDED WHERE SPECIFICALLY INSTRUCTED TO DO SO. Before submitting
each document, the Bidder should carefully proofread it for errors and adherence to the
RFP requirements.
b) Bidder's Cost for Proposal Preparation
Costs for developing proposals and bids are the responsibility entirely of the Bidder and
shall not be chargeable to the State.
(c) Completion of Proposals and Bids
Proposals/Bids must be complete in all respects as required by the RFP Section VI I on
PROPOSAL FORMAT. A Proposal may be rejected if it is conditional or incomplete, or
if it contains any alterations of form or other irregularities of any kind. A Proposal must
be rejected if any such defect or irregularity constitutes a material deviation from the
RFP requirements.
(d) False or Misleading Statements
Bids which contain false or misleading statements, or which provide references which
do not support an attribute or condition claimed by the Bidder, may be rejected. If, in
the opinion of the State, such information was intended to mislead the State in its
evaluation of the bid, and the attribute, condition, or capability is a requirement of this
RFP, it will be a basis for rejection of the bid.
(e) Signature of Bid
A cover letter (which shall be considered an integral part of the Proposal) shall be
signed by an individual who is authorized to bind the bidding firm contractually. The
signature block must indicate the title or position that the individual holds in the firm. An
unsigned Bid shall be rejected.
(f) Delivery of Proposals and Bids
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Deliver proposals and bids to the Procurement Official listed in Section I.H. If mailed, it
is suggested that you use certified or registered mail with return receipt requested as
delivery of documents is at the Bidder's own risk of untimely delivery, lost mail, etc.
Proposals and bids must be received in the number of copies stated in the RFP Section
VII PROPOSAL FORMAT and not later than the dates and times specified in Section I.I
Key Action Dates. One copy must be clearly marked "Master Copy." All copies of
proposals and bids must be under sealed cover which is to be plainly marked " EDD
RFP #65466." Bids not received by the date and time specified in Section I.I Key Action
Dates, or not sealed, will be rejected. All Fee Schedule data (as identified in the above
referenced section) must be submitted under separate, sealed cover and clearly marked
"FEE SCHEDULE." If Fee Schedule data is not submitted in this manner, the bid will be
rejected. All Revenue Share data (as identified in the above referenced section) must
be submitted under separate, sealed cover and clearly marked "REVENUE SHARE." If
revenue share data is not submitted in this manner, the bid will be rejected.
Proposals and bids submitted under improperly marked covers may be rejected. If
discrepancies are found between two or more copies of the proposal or bid, the
proposal or bid may be rejected. However, if not so rejected, the Master Copy will
provide the basis for resolving such discrepancies. If one copy of the Bid is not clearly
marked "Master Copy," the State may reject the bid; however, the State may at its sole
option select, immediately after bid opening, one copy to be used as the Master Copy.
g) Withdrawal and Resubmission/Modification of Proposals and Bids
A bidder may withdraw their Proposal at any time prior to the bid submission date and in
accordance with the time specified in Section I.I Key Action Dates by submitting a
written notification of withdrawal signed by the Bidder authorized in accordance with
Section 11.C.3.e Signature of Bid. The Bidder may thereafter submit a new or modified
bid prior to such bid submission date and time. Modification offered in any other
manner, oral or written, will not be considered. Other than as allowed by law, Bids
cannot be changed or withdrawn after the date and time designated for receipt, except
as provided in Paragraph 5.c. of this section.
4. Rejection of Proposals
The State may reject any or all proposals and may waive any immaterial deviation or
defect in a proposal. The State's waiver of any immaterial deviation or defect shall in no
way modify the RFP documents or excuse the Bidder from full compliance with the RFP
specifications if awarded the contract.
5. Evaluation and Selection Process
(a) General
Proposals and bids will be evaluated according to the procedures contained in the
RFP Section VIII, EVALUATION.
(b) Evaluation Questions
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During the evaluation and selection process, the State may desire the presence of a
bidder's representative for answering specific questions, orally and/or in writing.
During the evaluation of Bids, the State may ask the Bidder to clarify their submitted
information but will not allow the Bidder to change their bid. Mathematical
corrections will be permitted.
(c) Errors in the Proposal
An error in the Proposal will likely cause the rejection of that bid; however, the State
may at its sole option retain the bid and make certain corrections due to immaterial
deviations.
In determining if a correction will be made, the State will consider the conformance of
the bid to the format and content required by the RFP, and any unusual complexity
of the format and content required by the RFP.
1) If the Bidder's intent is clearly established, based on review of the complete Bid
submittal, the State may at its sole option correct an error based on that
established intent.
2) The State may at its sole option correct obvious clerical errors.
3) The State may at its sole option correct discrepancy and arithmetic errors on the
basis that, if intent is not clearly established by the complete bid submittal, the
Master Copy shall have priority over additional copies, the bid narrative shall
have priority over the contract, the contract shall have priority over the
fee/revenue sheets, and within each of these, the highest level of detail will
prevail. If necessary, the extensions and summary will be recomputed
accordingly, even if the highest level of detail is obviously misstated.
4) IT IS ABSOLUTELY ESSENTIAL THAT BIDDERS CAREFULLY REVIEW THE
REVENUE ELEMENTS IN THEIR BID, SINCE THEY WILL NOT HAVE THE
OPTION TO CORRECT ERRORS AFTER THE TIME OF SUBMITTAL.
5) At the State's sole discretion it may declare all Proposals to be Draft Bids in the
event that the State determines that all Proposals from bidders contain material
deviations that require clarification. Bidders may not protest the State's
determination that all bids have material deviations. If all bids are declared
noncompliant, the State may issue an addendum to the RFP. Should this occur,
confidential discussions will be held with bidders who are interested in continuing
to be considered. Each bidder will be notified of the due date for the submission
of a new Bid to the State. This submission must conform to the requirements of
the original RFP as amended by any subsequent addenda. The new Bids will be
evaluated as required by Section VIII, EVALUATION.
6. Award of Contract
Award of contract, if made, will be in accordance with Section VIII, EVALUATION, to
a responsible bidder whose Bid complies with all the requirements of the RFP
documents and any addenda thereto, except for such immaterial defects as may be
waived by the State. Award, if made, will be made within 180 days after the
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scheduled date for Contract Award specified in Section I.I Key Action Dates;
however, a bidder may extend the offer beyond 180 days in the event of a delay of
contract award.
The State reserves the right to determine the successful bidder(s) either on the basis
of individual items or on the basis of all items included in its RFP, unless otherwise
expressly provided in the State's RFP. Unless the Bidder specifies otherwise in its
bid, the State may accept any item or group of items of any bid. The State reserves
the right to modify or cancel in whole or in part its RFP.
Written notification of the State's intent to award will be made to all bidders submitting
a Bid. If a bidder, having submitted a Bid, can show that its bid, instead of the bid
selected by the State, should be selected for contract award according to the rules of
Paragraph C-5, the Bidder will be allowed five (5) working days to submit a protest to
the Intent to Award, according to the instructions contained in Paragraph D-1 of this
section.
7. Debriefing
A debriefing may be held after contract award at the request of any bidder for the
purpose of receiving specific information concerning the evaluation. The discussion
will be based primarily on the technical and cost evaluations of the Bidder's Bid. A
debriefing is not the forum to challenge the RFP specifications or requirements.
D. OTHER INFORMATION
Protest
Before a protest is submitted regarding any issue other than selection of the
"successful bidder," the Bidder must make full and timely use of the procedures
described in this Section II RULES GOVERNING COMPETITION to resolve any
outstanding issue(s) between the Bidder and the State. The procurement procedure
is designed to give the Bidder and the State adequate opportunity to submit
questions and discuss the requirements, proposals and counter proposals before the
Final Bid is due. The protest procedure is made available in the event that a bidder
cannot reach a fair agreement with the State after exhausting these procedures. A
protest shall be submitted according to the procedure below. Protests regarding any
issue other than selection of the "successful bidder" are requirements protests and
will not be heard.
An award protest is where a bidder has submitted a bid which it believes to be totally
responsive to the requirements of the RFP and to be the bid that should have been
selected according to the evaluation procedure in Section VIII, EVALUATION, and
the Bidder believes the State has incorrectly selected another bidder for award. For
this situation, the Bidder may submit a protest of the selection as described below.
All protests must be made in writing, signed by an individual authorized under
Paragraph C-3-e, Signature of Bid, and contain a statement of the reason(s) for
protest; citing the law, rule, regulation or procedures on which the protest is based.
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The protester must provide facts and evidence to support the claim. Protests must
be mailed or delivered to:
Department of General Services:
Office of Legal Services
Attention: Protest Coordinator
707 Third Street, yth Floor, Suite 7-330
West Sacramento, CA 95605
Fax: (916)376-5088
Awarding Agency:
Employment Development Department
Attention: Rose Liu
Procurement Section
800 Capitol Mall, MIC. 64-C
Sacramento, CA 95814
Protests concerning the evaluation, recommendation, or other aspects of the
selection process must be received by the Office of Legal Services of the Department
of General Services as promptly as possible, but not later than the respective time
and date specified in Section 1.1, Key Action Dates, for such protests or the respective
date of the Notification of Intent to Award, whichever is later. Certified or registered
mail should be used unless delivered in person, in which case the protester should
obtain a receipt of delivery.
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SECTION Ill
CURRENT SYSTEM
This section describes the EDD's current business functions, organizational structure
and technical environment supporting the UI and SDI Programs and describes how they
relate to the EBP project. The information presented in this section is intended for the
bidders' understanding of the current system and does not convey any requirements for
the EBP project.
The EDD issues UI, DI, and PFL benefits electronically using the EDD Debit Card and
by paper warrants to eligible claimants. The claimants are mailed an EDD Debit Card
when the first benefit payment is authorized by the EDD or a warrant is mailed via the
United States Postal Service (USPS); and the claimants convert the warrant to cash or
deposit the warrant into an established bank account. Claimants may have benefit
payments transferred from the debit card to their personal bank accounts using a one
time or recurring direct deposit transfer. For Calendar Year 2013, the EDD UI issued
approximately 65,00066,200 warrants, and 21.5--§__million electronic payments for a total
of $10,710,734,400 dollars 10.6 billion. The DI issued approximately 107,000 warrants,
and 4.4 million electronic payments for a total of $4,630,195,335/4.6 billion.
A. BENEFIT PROGRAMS
1. U I Program
The UI Program is a joint federal and state partnership. The basic UI Program
framework is established by federal law, administered by state law, and funded by
employer tax contributions. The United States Department of Labor (DOL) participates
as the federal partner, providing direction and guidance to the states. The CUIC and
the California Code of Regulations Title 22, Social Security Division I, and the EDD
provide governance for California's UI Program. The EDD UI Branch administers the UI
Program for California.
The UI Program provides assistance to individuals who have lost their job through no
fault of their own. To collect benefits, individuals must first file a claim and meet the
eligibility requirements. The benefits are paid after the individual submits a certification
form (weekly or bi-weekly) and payment is authorized by the EDD. The claim's benefit
amount is based on the claimant's earnings in a particular 12-month period, called the
base period. Claimants must certify that they have met eligibility requirements for each
week benefits are claimed.
The federal DOL establishes UI workload performance measures which must be met by
all states. The EDD's performance data must be reported to DOL within specific
timeframes. The data are used to obtain financial reimbursement from the DOL for
state UI operations, to determine state and federal labor statistics, and to serve as
leading economic indicators for the State and the nation.
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California has experienced unprecedented workload levels in the last five years. During
2009, the EDD had a significant spike in the demand for UI benefits. With the expansion
of the federal extension program through December 2013, the number of
unemployment claims processed by the EDD has exceeded all prior records.
Data detailing the UI claim volumes, amount of benefits paid, and call volumes are
available in the Bidder's Library.
2. SDI Program
SDI is a partial wage replacement insurance plan for California workers. The SDI
Program is a State-mandated plan funded through employee payroll deductions.
Workers covered by SDI are provided two benefits: Disability Insurance (DI) and Paid
Family Leave (PFL). The EDD DI Branch administers the SDI Program in California.
The DI benefits are paid when eligible workers are unable to work and sustain a wage
loss due to a non-job-related injury, illness, or pregnancy. Most workers may receive up
to 52 weeks of DI benefits.
The PFL benefits are paid to individuals who take time off work and sustain a wage loss
due to the need to care for a seriously ill child, spouse, parent, domestic partner, sibling,
grandparent, grandchild, parent-in-law or to bond with a new minor child. Up to six
weeks of PFL benefits may be paid within any 12-month period.
The benefit rate for each DI or PFL claimant is determined by the highest quarter wages
in a specified 12-month base period. Individuals can receive either DI or PFL but not
both benefits simultaneously.
California law allows employers or a majority of employees to apply to EDD for approval
of a Voluntary Plan (VP) for the payment of DI and PFL benefits to their employees in
lieu of the State-mandated plan. The benefits and rights under a VP must be equal to or
exceed the State-mandated plan in all respects and provide at least one greater right or
benefit than provided by the State-mandated plan.
Self-employed and employers, including general partners, and individuals in family
employment not subject to the CUIC may select elect coverage (EC). EC is an option
for self-employed individuals and employers to apply for coverage under SDI that
includes DI and PFL benefits.
The DI Branch also administers an SDI Program for state employees and a separate
Non-Industrial Disability Insurance (NOi) program.
The NOi is a program funded by state government employers to provide partial wages
to state government employees who are not covered by SDI and experience a loss of
wages due to a non-work related disability. While the EDD administers the NOi
program, payment is issued by the State Controller's Office.
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Data detailing the SDI claim volumes, amount of benefits paid, and call volumes are
available in the Bidder's Library.
B. INFORMATION TECHNOLOGY ORGANIZATIONS
1. Information Technology Branch
The Information Technology Branch (1TB) supports the EDD's business through the
successful planning, deployment, and management of information technology.
The 1TB provides leadership and direction to its internal and external customers in the
use of technology and ensures a secure technology infrastructure for the EDD. Major
responsibilities include project planning, policy development, system maintenance,
support, operations, and oversight of automated solutions within the Department. The
Branch provides data management technical support, and services for one of the
largest information technology environments in State government, including an annual
$50.4 billion Remittance Processing System. The 1TB focuses on the identification,
development and deployment of new technologies in an enterprise architecture that
leverages technology to meet these needs.
The 1TB is comprised of five Divisions:
Application Development Division
The Application Development Division (ADD) provides a wide range of services in
collaboration with the other 1TB divisions for the support and maintenance of application
software solutions for the Unemployment Insurance Branch, the Disability Insurance
Branch, the Tax Branch, the Workforce Services Branch, the Administration Branch, the
Public Affairs Branch and the Directorate.
Infrastructure Services Division
The Infrastructure Services Division (ISO) provides the IT infrastructure to support the
EDD's business applications and databases, desktops, servers, data storage, networks
and provides systems administration, systems management services, security
management, technical services and support needed to provide a reliable and flexible
environment for the EDD's automated processes and services.
Production Development Division
The Production Development Division (POD) is responsible for implementing and
executing all the EDD IT projects including critical and complex projects with enterprise-
wide and statewide impact. The POD manages the full project lifecycle from initiation
through planning, executing, controlling and closing activities for all EDD IT projects.
Production Services Division
The Production Services Division (PSD) provides general enterprise IT services such as
Service Desk, Telecommunications, Request Management, Incident Management,
Change and Release Management Group and IT Service Management.
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Technology Governance Division
The Technology Governance Division (TGD) is responsible for IT governance that
includes IT policy/standards, marketing, project management, enterprise architecture,
strategic planning, IT consulting and feasibility study consulting. TGD provides
administrative support for the Branch, including budget, personnel, business services,
and training administration. Additionally, TGD provides IT procurement and asset
management services to the entire Department.
2. California Department of Technology
California Department of Technology (CalTech) is a separate State Agency that
provides network services, application hosting, Internet services, electronic messaging,
IT training, and large-scale IT project management to State departments, counties, and
cities throughout California. The CalTechalso has the authority and responsibility for
strategic oversight and acquisition of the statewide network, including
telecommunications services.
The CalTech houses mainframe services that host the EDD mainframe applications
which support the EDD's programs. The CalTech provides data storage and retrieval,
backup and recovery capabilities, system security, and monitors computing
performance. The CalTech also offers hosting support services that allow the EDD to
host some of their Websites, Web applications, and SQL databases at the Data Center.
C. OFFICE OF DOCUMENTS, PUBLICATIONS, AND DISTRIBUTION
The EDD Office of Documents, Publications, and Distribution (ODPD) is a fully
integrated, computer controlled, printing and mail finishing operation that conducts
business as an enterprise operation.
Generating approximately 180 million images and 100 million mail pieces per year,
ODPD is responsible for producing and mailing all high-speed, computer-controlled
printing, including warrants and communications pertaining to UI, SDI (DI and PFL),
Workforce Services programs, and employer taxes. In SFY 2012-2013, ODPD
processed approximately 85,000 UI warrants and 118,000 SDI warrants.
D. TECHNICAL ENVIRONMENT
The Single Client Database (SCDB) is the central data repository for claim-related data.
It contains~ 5 billion records, it processes ~6,500,000 transactions per day, and
supports ~6,000 concurrent end-users. In 2013, it stored and processed ~3,000,000
claims, issued ~ 22,100,000 electronic payments and ~182,000 paper warrants. It
separately maintains client records (which contain demographic data) and claim records
(which contain data specific to individual claims.
The SCDB is integrated with several other electronic databases, including: The Tax
Accounting System (TAS), which automates the monetary and non-monetary tax
functions (collection and tracking); the Base Wage Database (BWDB), which stores
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employee wage amounts which are reported by employers; and the Benefit Accounting
System (BAS), which processes overpayments and reconciliations.
1. Existing Infrastructure
The SCDB is a two-tier mainframe system with Windows-based TN3270 terminal
emulation for end use. It resides on an IBM mainframe running z/OS V1R13.0, located
at the CalTech's Vacaville Data Center, a Tier Ill equivalent Data Center, and leverages
the DB2 Subsystem running Version 9.1.
Applications are written in COBOL, COBOL-DB2, CICS and EasyTrieve. Developers
use a variety of additional development tools, including ChangeMan, SyncSort,
Xpediter, QMF, DB2 High Performance Unload, DB2 Automation Tool, DB2 Query
Monitor, SQL Performance Analyzer, BMC Log Master, and FileAid.
A variety of high-volume and repetitive tasks, such as warrant production, are
accomplished via batch processing, and the SCDB can import external data via File
Transfer Protocol (FTP). It can export via the same protocol.
The current technology environment addresses security using IBM's Resource Access
Control Facility (RACF) on the mainframe and Windows desktop security on the
desktop.
The CalTech firewall and routers located at both the CalTech and the EDD provide
security at the network level. Access into the EDD network is password protected. At
the application layer, the EDD applies user authentication and authorization protocols to
limit access based upon internal policies. There are role-based access levels (e.g.,
update and inquiry) and segregated access to screens within the applications.
2. UI Claims
UI claimants may certify for benefits using any of three methods - mailing in a paper
certification, certifying online, or by phone. The paper certification (continued claim
form) is processed by the Document and Information Management Center (DIMC) using
high-speed mail-opening machines, automated extractors, and high-speed sorters.
First, payments are sorted for priority processing. The forms are scanned using three
IBML Image TRAC II high-speed scanners and the data is captured using iCapture 3.0
software. An image of the form is sent to the lnfolmage management and imaging
workflow system for archive and may be retrieved by authorized UI staff when they
need to view the actual continued claim form, such as for signature verification. A file
with the continued claim certification data is transmitted to the OTech mainframe via
secure FTP for processing by the Unemployment Insurance System (UIS). The UIS
attempts to authorize the certification record.
Claimants who choose to certify for benefits online via the EDD website must complete
a one-time registration to establish an online account. They must authenticate their
identity based on data maintained by the EDD and they must create a userlD and
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password. Once the registration is complete, claimants may log in to submit bi-weekly
certification at their convenience.
Claimants who choose to certify for benefits using the telephone are also required to
authenticate their identity and establish a secure Personal Identification Number (PIN).
Once the PIN is established, claimants may submit the certification by phone at their
convenience.
If the certification record submitted by any method fails application program edits or
encounters barriers to payment, the application program labels it as an exception. Each
exception is processed individually by staff either for payment, for disqualification, or for
additional eligibility review. Once payment is authorized, the system calculates the
payment amount. Some authorizations may not result in a payment to the claimant if
payment reductions (e.g., overpayment offsets, wages) or a disqualification reduces any
payable amount to zero. Certifications that result in an authorization are processed in a
nightly batch process.
For those claimants who will receive warrants, the ODPD prints and mails the warrants
with the continued claim forms for the next certification period. Forms for claimants
receiving electronic payments are also printed and mailed by ODPD. Claimants who
are not entitled to a payment receive a non-payment or "unpaid weeks" notice.
A flat file containing the electronic payment data is also created and transmitted to the
financial institution contracted to issue the EDD Debit Card. Currently, the EDD sends
and receives files to and from the financial institution over a secure encrypted Virtual
Private Network (VPN) tunnel using File Transfer Protocol (FTP). This method of file
exchange was determined to be the most secure way of exchanging data while
maintaining data security.
With each nightly payment batch process, the EDD's Batch Payment system creates a
Virtual Storage Access Method (VSAM) file for the IVR to respond to "Where's my
check?" calls from claimants. The system also notifies EDD's UI Profiling system when
it issues the first benefit warrant. The Profiling system can then assign the claimant a
statistical score and determine if referral to re-employment services is appropriate.
Additionally, EDD updates its Profiling system whenever there is an address change.
This ensures the claimant is referred to the nearest Workforce Service office for job
search assistance.
3. SDI Claims
Claimants may submit DI and PFL claims through the EDD website (SDI Online) or by
mail. Once a completed claim is received, it is processed through the SDI Online
system.
Claimants who choose to file a claim using SDI Online via the EDD website must
complete a one-time registration to establish an online account. Once the registration is
complete, claimants may log in and complete and file their DI or PFL claim. Claimants
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receive a receipt number which is also provided to their physician/practitioner and
employer for confirmation of certifications or forms filed online. After the account is
established, customers can log in to SDI Online 24 hours a day, 7 days a week for
access to most services.
Claimants may file a claim by mail using the appropriate DI or PFL claim form. The
claim forms are routed to ED D's Document Information Management Center for data
capturing, imaging, and uploaded into the SDI Online system for processing.
SDI Online is a secure electronic filing system using automated business rules to
process claims that provides efficiencies and reduces costs. This service improves
delivery of DI and PFL benefits by allowing the option of electronic submission of claims
and other claim information by claimants, physicians/practitioners, employers, and
voluntary plan administrators while following the Health Insurance Portability and
Accountability Act regulations and guidelines. The SDI Online system utilizes the SCDB
to issue benefit payments for qualified claims. A majority of benefit payments are
issued through the existing electronic benefit payment (EBP) process.
The DI and PFL benefit payments are combined in the nightly payment batch process,
which mirrors the UI nightly payment batch process.
4. Benefit Accounting System
The EDD's Integrity and Accounting Division (IAD) accounts for all benefit payments
and overpayments utilizing reports generated from activity maintained within the Benefit
Accounting System (BAS). The UI and SDI fund accounts are reconciled each month
and the disbursement and cancellation of benefits is journalized along with any UI and
SDI overpayment activity. The financial activity is reported monthly by the IAD to the
Fiscal Programs Division (FPO), which submits the information to DOL.
During the payment authorization process, if an overpayment exists, the UIS queries
BAS to obtain information related to the overpayment in order to calculate the amount to
be reduced from the benefit payment. The BAS overpayment accounting programs
post the amount offset from the benefit payment to the overpayment account. The BAS
applications also maintain the status of benefit warrants issued and track any
deductions made, such as federal income tax withholdings. The BAS, like UIS, is a
collection of COBOL/Cl CS DB2 programs running on IBM z/OS V1R13 at the Vacaville
Data Center using the SCDB database.
5. Taxable Unemployment Compensation system
The Taxable Unemployment Compensation (TUX) system produces the Report of
Taxable Unemployment Compensation Payments, Form 1099G, in January of each
year for claimants who received taxable UI, DI, and PFL benefit payments during the
previous tax year. This batch COBOL system reads the SCDB for taxable payments
and reductions, consolidates payments into one record per Social Security Number
(SSN), and creates one file for the Internal Revenue Service (IRS) and another file for
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ODPD to be used for printing forms. The 1099G information is also written to a VSAM
file used to provide callers with 1099G information.
6. UI and SDI Claimant Calls
The EDD's claimants may call EDD's UI and SDI Customer Service Centers (CSCs) to
receive claim status, payment history, eligibility information, requests for duplicate
1099s, employee contribution rate (for SDI claims), and other general program and
claimant-specific information.
UI claimants may use EDD's IVR system to "self-serve" for payment or general
information, by calling a specific self-serve phone number. To speak with a Customer
Service Representative (CSR) claimants must call a specific toll free phone number for
that service. See the Bidder's Library for data on claimant call volumes.
The SDI Program has two toll free numbers, one for Disability Insurance and another for
Paid Family Leave. The IVR system allows claimants to obtain general information, or
speak to a CSR. See the Bidder's Library for data on SDI claimant call volumes.
7. Production Change Management
The 1TB utilizes a production change management process to manage not only client
server custom application changes, but also any server, network, database, or
workstation changes. Any proposed changes (additions, deletions, updates) which
modify the hardware, software, or application components running in the production
environment need to comply with the change management process.
The 1TB uses Remedy for incident, service, and change management. A Request for
Change (RFC) is submitted by entering the change request into the Remedy tool. The
proposed change, what the change will impact, and which configuration item(s) it
involves, are entered into the Remedy Help Desk module associated with the change
request. The RFC is then referred to the Infrastructure Change Control Board (ICCB)
where it is reviewed and either approved, denied, deferred for further analysis, or
elevated to the IT Executive Team. The Infrastructure ICCB core members are release,
configuration, network, security, and infrastructure systems managers and lead staff.
Single Point Contracts (SPOCs) from various technology domains serve as consultants,
when needed. Each change request is assigned a change priority to assist managers
who determine implementation schedules for the proposed changes. After an RFC is
approved, the requestor (change owner) may begin implementation of the change. The
RFC schedules are maintained by the Customer Services Group on the IT Event
Calendar. The change owner coordinates change scheduling with affected groups and
is responsible for planning and implementing the change within the IT environment.
Changes to the OTech network are also tracked as informational changes and do not
require Infrastructure ICCB approval. However, they are presented to the ICCB for
communication and planning purposes.
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Within 1TB there are several other Configuration/Change Control Boards tasked with
evaluating and recommending change requests which will affect systems under their
control. The Boards' change requests are approved, developed, and tested prior to
presentation to the ICCB for implementation approval. For example, all changes
affecting network security (e.g., intrusion detection, access control, encryption services)
must be coordinated with the Security Configuration Control Board.
8. Maintenance and Testing
Changes to client server applications follow a similar change process using different
tools. Configuration Items (Cls) such as, source code and builds, are tracked in the
Configuration Management Database. After receiving formal 1TB change authorization
approval for development, the programmer promotes the Cl from the production
baseline to the development baseline. The programmer checks out production source
code, makes the necessary changes and completes unit testing. The revised source
code is then checked into the Productions Solutions Layer (PSL) Definitive Software
Library. The source code is promoted to the integration test environment and a build is
created for integration testing. Once integration testing is completed, the build is moved
to the LAN test staging area and the source code PSL Cl is promoted to the system test
baseline. The System Test Group (STG) completes a structured, end-to-end system
test, stress/load test (if applicable), and provides the environment and necessary data
for customers to perform further acceptance testing. The STG notifies the integrator of
successful test results who then provides the pre-production baseline Cl to configuration
management. Change management forms are updated and forwarded to the Change
and Release Group for formal change authorization approval for promotion to the
production baseline and deployment to the production environment. The 1TB utilizes the
test management tool HP Quality Center (QC) for storing of test cases and scripts, and
defect logs, as well as use in Requirement Management and Traceability. Microsoft
Excel spreadsheets interface with HP QC.
9. Backup and Operational Recovery
Backups of critical production and support libraries containing application programs and
Job Control Language (JCL) are created by the EDD in scheduled backup jobs on a
daily and weekly basis. Weekly, these backup tapes are taken and stored off-site at a
Disaster Off-Site Location (DOSL) by OTech. The CalTech provides a Disaster
Recovery (DR) service for the mainframe for Application Hosting customers at both
Data Centers (Rancho Cordova and Vacaville). The opposite facility is designated as
the DR hot site.
The SCDB database is backed up nightly for the UI and SDI systems. They are also
backed up before special processing that updates the database as part of the normal
production batch processing.
The other DB2 databases, such as WGS, ADS, EBP and UIS, are backed up nightly
before special processing that updates these databases as part of the normal
production batch processing.
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Change Man libraries are backed up weekly by the jobs EMCNN310 and EADBAP35
by the Application Operations (AO).
Individual VSAM and master data files are backed up after each update occurrence
within the batch job that performs the update or in a batch job that immediately follows
the update job.
The CalTech performs full volume backups every two weeks on the disk for the shared
systems. Two copies of the backups are made. One copy remains on-site for recovery
of deleted or corrupted data and the other copy is stored off-site. The CalTech performs
incremental backups daily on data that has changed or has been modified since the
last backup. Only one copy is made and it is stored on-site for recovery of deleted or
corrupted data.
Backups of software products and technology are performed solely by the CalTech.
The CalTech backs up system files daily, unless they are non-production files residing
on dedicated packs. These disk pack backups are kept on-site at the CalTech while
previous backups are sent off-site weekly to the DOSL. Access to the tapes stored at
this facility is restricted and must be coordinated through CalTech's tape library.
Components to be recovered by the EDD's recovery teams are recovered in their
entirety, if at all possible. If the disaster presents a situation where this is not possible,
limitations are then imposed to recover only what is required for the Continuity Plan for
Business (CPB) critical business functions.
The EDD contracts with the CalTech for the provision of information technology and
computer services. The CalTech routinely purchases software for shared use among
its customers. Due to site-license restrictions that are attached to the software, the
EDD staff cannot recover shared software purchased through the CalTech.
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SECTION IV
ADMINISTRATIVE REQUIREMENTS
A. INTRODUCTION
In addition to meeting Section V Attachment V.2 Statement of Work-EBP Services
Requirements of this RFP, Bidders must adhere to all administrative requirements of
this RFP to be responsive. These include the rules in Section II Rules Governing
Competition, the format specified in Section VII Proposal Format, completion of the
worksheets specified in Section VI Revenue Share Model, and the Administrative
Requirements of this Section IV.
B. BIDDER RESPONSIBILITY
Prior to award of the contract, the State must be assured that the Bidder selected
has all of the resources to successfully perform under the contract. This includes,
but is not limited to, personnel in the numbers and with the skills required, equipment
of appropriate type and in sufficient quantity, financial resources sufficient to
complete performance under the contract, and experience in similar endeavors. If,
during the evaluation process, the State is unable to assure itself of the Bidder's
ability to perform under the contract, if awarded, the State has the option of
requesting from the Bidder any information that the State deems necessary to
determine the Bidder's responsibility. If such information is required, the Bidder will
be so notified and will be permitted approximately five working days to submit the
information requested. Types of financial responsibility information include annual
reports and currently audited balance sheets for the firm that is bidding.
C. QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
Bidders must submit a minimum of three (3) corporate references and three (3) staff
references for key staff mentioned in this RFP: Project Manager, Technical Project
Manager, and Project Scheduler.
1. References
The corporate references must demonstrate an 80% satisfaction rating in order to
satisfy the RFP requirements and proceed to Evaluation of Technical Proposals.
Bidders must complete and submit the templates in Attachment IV.1 Corporate
References and Attachment IV.2 Key Staff References. The EDD may contact
customer references during the week following submission of proposals in order to
validate the information provided by the Bidder and determine the customer's overall
satisfaction with the services provided. It may prove beneficial, therefore, for the
Bidder to verify that the contact information provided is up-to-date, and that the
reference will be available during the period of time that the EDD will be validating
references (see Evaluation of Proposals in Section I.I. Key Action Dates).
If the contractor/subcontractor has had a contract terminated for default during the
past five years, all such incidents must be described. Termination for default is
defined as no 'ltractor's
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nonperformance or poor performance, and the issue was either (a) not litigated; or
(b) litigated and such litigation determined the contractor/subcontractor to be at fault.
The Bidder shall include in their proposal full details of all terminations for default
experienced by the contractor/subcontractor during the past five years, including the
other party's name, address, and telephone number. Present the
contractor/subcontractor's position on the matter. The State will evaluate the facts
and may, at its sole discretion, reject the contractor/subcontractor's proposal if the
facts discovered indicate that completion of a contract resulting from this RFP may
be jeopardized by selection of the contractor/subcontractor. In the case of multiple
contractor/subcontractors submitting a proposal together, at its discretion, the State
will evaluate the contractor/subcontractors in this regard individually or as a whole.
If no such terminations for default have been experienced by the
contractor/subcontractor in the past five years, the Bidder shall so declare. The
Bidder must include a statement swearing under penalty of perjury that no
terminations for default have been experienced by the contractor/subcontractor in
the past five years.
If the contractor/subcontractor has had a contract terminated for convenience,
nonperformance, non-allocation of funds, or any other reason, which termination
occurred before completion of the contract, during the past five years, describe fully
all such terminations, including the name, address and telephone number of the
other contracting party.
A contractor/subcontractor response that indicates that the requested information will
only be provided if and when the contractor/subcontractor is selected as the
apparently successful contractor/subcontractor is not acceptable and will result in the
Bidder being rejected. Restricting the contractor/subcontractor response to include
only legal action resulting from terminations for default is not acceptable and will
result in the Bidder being rejected.
2. Resumes
The Resumes and Attachment IV.3 - Staff Roles and Qualifications Matrix must
demonstrate the necessary EBP-related experience and qualifications to satisfy the
minimum requirements of the RFP.
3. Subcontractor Requirement
Any subcontractor that the Contractor engages to fulfill the requirements of this
Agreement, and which is expected to receive more than ten percent (10%) of the
value of the Agreement, must meet all contractual requirements of the contract
including three (3) company references. References will not be accepted from
individuals currently working as employees of the Contractor. Complete and submit
Attachment IV.4 List of Subcontractors if subcontractors are going to be used on this
project.
D. PROJECT STAFFING
This section presents requirements for project staffing which reflect the mandatory
and minimum staffing needs for the EBP Project. Each position has minimum
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experience requirements. Bidder staff will be required to complete and sign Form
700, Statement of Economic Interest, when commencing work on the EBP Project.
During the term of the Contract, the EDD reserves the right to approve or disapprove
the Bidder's staff, including but not limited to any subcontractor's staff assigned to
the project. Additionally, the EDD reserves the right to review and approve or
disapprove any proposed changes of staff or staffing levels.
1. Project Manager
The Project Manager is the primary point of contact between the Bidder and the
EDD. He/she monitors, controls and coordinates all Bidder resources and activities,
and ensures that appropriate resources are available during the term of the contract.
The Project Manager leads the Bidder's implementation and day-to-day activities,
including overall performance and contract compliance. He/she is responsible for
the quality and timely completion of tasks and deliverables, monitoring and control of
the project schedule, resolution of issues and mitigation of risks.
The Project Manager works closely with the EDD Project Director and State staff,
and will periodically (weekly, monthly or as required) present the status of project
activities through written reports, oral briefings and participation in meetings.
• Technical Project Manager
The Technical Project Manager facilitates the system design process and ensures
that the Bidder provides appropriate technical resources during the design,
development and implementation of the EBP service. He/she provides leadership
and coordinates resources in support of technical requirement definition, service
design, interface development, testing, and ongoing maintenance and operations.
The Technical Project Manager will participate in the system requirements definition
and design, interface design and development, testing and resolution of ongoing
operation issues. He/she will develop and design all system design reports, technical
deliverables and work authorizations.
The Technical Project Manager works closely with the EDD Project Team (including
the Project Manager and Technical Manager) and State staff, and will periodically
(weekly, monthly or as required) present the status of technical project activities
through written reports, oral briefings and participation in meetings.
• Project Scheduler
The Project Scheduler creates and maintains the schedule for planning and
implementation activities. The schedule must include all tasks and activities required
to be performed by the Bidder or the Bidder's subcontractors, the EDD and any other
individuals or organizations whose activities affect the project. The schedule will
also show task dependencies and allow critical path analysis, and will be sufficiently
detailed to support advance scheduling and allocation of resources for all involved
parties.
The Project Scheduler also develops and maintains any other schedules needed to
successfully manage the project, including work authorization schedules, as
required. The Project Scheduler works closely with the EBP Project Team.
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E. ADMINISTRATIVE REQUIREMENTS DOCUMENT CHECKLIST
The Administrative Requirements Document Checklist below is provided for Bidders
to confirm that all administrative requirement items are contained in their proposal.
For the proposal to be responsive, all required documents must be returned. The
need to verify that all documentation is submitted with a proposal cannot be
overemphasized as failure to submit the required documents referenced on this
checklist may cause the proposal to be rejected.
DOCUMENT NAME REQUIRED
.,
Cover Letter Yes
Corporate References (Attachment IV.1) Yes
References for Key Staff (Attachment IV.2) Yes
Staff Roles and Qualifications Matrix (Attachment IV,3) Yes
List of Subcontractors (Attachment IV.4). If Applicable
Minimum Qualifications Certification (Attachment IV.5) Yes
Financial Responsibility Information (Attachment IV,6) Yes
Registered to do Business in California. Yes
State's Contractor Certification Clauses (CCC-307) Yes
Small Business (SB) Certification (Attachment IV.7) If Applicable
Employee Confidentiality Statement (Attachment IV.8) Yes
Indemnity Agreement (Attachment IV,9) Yes
Information Security Certification (Attachment IV. 10) Yes
Darfur.Contracting.Act.(Attachment. lV.1.1) Yes
Certification Regarding Lobbying (Attachment IV.12) Yes
Disclosure of Lobbying Activities (Attachment IV.13) Yes
Certification Regarding Debarment (Attachment IV.14) Yes
Iran Contracting Act Certificate (Attachment IV. 15) Yes
Certificate of Insurance (COi) Requirements Upon Award
Target Area Contract Preference Act (TACPA) If Applicable
Payee Data Record (STD 204) Upon Award
PCI DSS Certification Yes
Bidder Declaration Form(GSPD-05-105) and DVBE Declaration- Yes
STD. 843
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F. COVER LETTER
A cover letter shall be signed by an individual who is authorized to bind the
responding firm contractually. The signature must indicate the title or position that
the individual holds in the firm. An unsigned response shall be rejected. The cover
letter must include the following:
a. The Bidder's name, address, telephone number, email address, and fax number;
b. The name, title or position, and telephone number of the individual signing the
cover letter;
c. The name, title or position, and telephone number of the primary contact and/or
account administrator, if different from the individual signing the cover letter;
d. A statement expressing the Bidder's willingness and ability to perform the work
as described in this RFP and to provide services and work products within the
timeframes specified for each deliverable;
e. A statement that the Bidder agrees to the General Terms and Conditions of this
RFP and attests that they have read and will comply with the requirements set
forth in this RFP without change or modification.
G. MINIMUM QUALIFICATIONS CERTIFICATION
The Bidder must substantiate that the firm satisfies each of the following minimum
qualifications to the EDD's satisfaction, to be given further consideration for a
contract award. The statement must contain sufficient information as prescribed to
assure the EDD of its accuracy. Failure to provide complete information, based on
the ED D's sole judgment, will result in the immediate rejection of the proposal.
Bidders must complete Attachment IV.5 Minimum Qualifications Certification and
submit in their proposal to certify.
H. FINANCIAL RESPONSIBILITY INFORMATION
The Bidder must provide financial statements giving the State information to
determine financial stability. Attachment IV.6 Financial Responsibility Information
must be completed and submitted with the Bidder's proposal.
I. REGISTERED TO DO BUSINESS IN CALIFORNIA
Corporations, Limited Liability Companies (LLCs) and Limited Partnerships (LPs)
must be registered with the California Secretary of State (SOS) to be awarded a
contract. The Secretary of State Certificate of Status must be included with the bid.
The Secretary of State may be contacted as follows:
California Secretary of State
Division of Corporate Filing and Services
1500 Eleventh Street, Third Floor
Sacramento, CA 95814-5701
Certification Unit: 916-657-5251
Required document(s) may also be obtained through the following website:
http://kepler.ss.ca.gov/list.html.
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J. CONTRACTOR CERTIFICATION CLAUSES (CCC-307)
Bidders must print, sign, and include in their proposal the State's Contractor
Certification Clauses (CCC 307) which may be obtained at the following link:
http://www.dgs.ca.gov/ols/Resources/StandardContractLanguage.aspx
K. DISABLED VETERAN BUSINESS ENTERPRISE PARTICIPATION
PROGRAM(DBVE)
For the purpose of this solicitation, the DVBE participation requirement is waived.
L SMALL BUSINESS CERTIFICATION
Section 14835 et seq. of the California Government Code requires that a 5%
preference be given to bidders who qualify as a small business or bidders who
qualify as a non-small business claiming at least 25% California certified small
business subcontractor participation. The rules and regulations of this law, including
the definition of a small business, or qualifying non-small business, are contained in
Title 2, California Code of Regulations, Section 1896 et seq. The definition of
nonprofit veteran service agencies qualifying as a small business is contained in
Section 999.50 et seq. of the Military and Veterans Code. Bidder's claiming the
Small Business preference must complete Attachment IV.7 Small Business (SB)
Certification and submit with their proposal.
M. EMPLOYEE CONFIDENTIALITY STATEMENT
The Employee Confidentiality Statement (DE 7410), informs all EDD employees,
including supplemental personnel, and all other non-EDD staff of their information
security responsibilities as required by State Administrative Manual Section 4842.2.
Attachment IV.8 Employee Confidentiality Statement must be completed by the
Contractor's staff working on the project and submitted with the Bidder's proposal.
N. INDEMNITY AGREEMENT
Bidders must agree to indemnify the EDD against any and all liability costs,
damages, attorney fees, and other expenses the EDD may incur by reason of or as
a result of any unauthorized use of the personal, sensitive, or confidential
information or any violation of the "Confidentiality Statement" by completing
Attachment V.9 Indemnity Agreement and submitting it with their proposal.
0. INFORMATION SECURITY CERTIFICATION
Bidders must certify that they have in place the safeguards and security
requirements stated in Exhibit B and accept responsibility for ensuring compliance
with EDD security requirements by completing Attachment IV. 10, Information
Security Certification and submit it with their proposal.
P. DARFUR CONTRACTING ACT
Pursuant to Public Contract Code section 10478, if a bidder or proposer currently or
within the previous three years has had business activities or other operations
outside of the United States. it must certifv that it is not a "scrutinized" company as
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defined in Public Contract Code section 10476. Bidder's must complete Attachment
IV.11 Darfur Contracting Act for this certification and submit with their proposal.
Q. CERTIFICATION REGARDING LOBBYING AND LOBBYING ACTIVITIES
Bidders must certify lobbying activities and disclose lobbying activities by completing
Attachment IV.12 Certification Regarding Lobbying and IV.13 Disclosure of Lobbying
Activities and submit with their proposal. The forms shall be completed by the
reporting entity, whether subawardee or prime Federal recipient, at the initiation or
receipt of a covered Federal action, or a material change to a previous filing,
pursuant to title 31 U.S.C. Section 1352. The filing of a form is required for each
payment or agreement to make payment to any lobbying entity for influencing or
attempting to influence an officer or employee of any agency, a Member of
Congress, an officer or employee of Congress, or an employee of Congress, or an
employee of a Member of Congress in connection with a covered Federal action.
R. CERTIFICATION REGARDING DEBARMENT
Debarment, suspension, ineligibility and voluntary exclusion of lower tier covered
transaction certification is required for this procurement by the regulations
implementing Executive Order, 12549, Debarment and Suspension, 29 CFR Part 98,
Section 98.510, Participants' responsibilities. The regulations were published as
Part VII of the May 26, 1988, Federal Register (Pages 19160-19211 ). Bidders must
complete Attachment IV.14 Certification Regarding Debarment and submit with their
proposal.
S. CERTIFICATE OF INSURANCE (COi) REQUIREMENTS
Insurance Requirements
Contractor agrees the insurance herein provided for shall be in effect at all times
during the term of the resulting Agreement for EBP services. In the event said
insurance coverage expires at any time during the term of this Agreement,
Contractor agrees to provide at least 30 days prior to said expiration date, a new
certificate of insurance evidencing insurance coverage as outlined below for not
less than the remainder of the term of this Agreement, or for a period of not less
than one year. New certificates of insurance are subject to the approval of the
Department of General Services, and Contractor agrees that no work or services
shall be performed prior to the giving of such approval. In the event Contractor fails
to keep in effect at all times insurance coverage as herein provided, the State may,
in addition to any other remedies it may have, terminate this Agreement upon the
occurrence of such event. The Contractor shall provide written notice to EDD within
five (5) business days of any cancellation, non-renewal, or material change that
affects required insurance coverage.
The Contractor shall display evidence of the following coverage on an ACORD
certificate:
The State of California, its officers, agents, employees, and servants are
included as additional insured, but only with respect to work performed for
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EDD under this contract. The additional insured endorsement must accompany
the certificate.
Workers' Compensation Insurance
Workers' Compensation and Employers liability Insurance - The Contractor
shall furnish to EDD a certificate of insurance evidencing Workers' Compensation
and Employers Liability Insurance presently in effect with limits not less than
$1,000,000 by an insurance carrier licensed to write Workers' Compensation
insurance in California. Such certificate shall include the name of the carrier and the
policy inception and expiration dates. If the Contractor is self-insured for Workers'
Compensation, a certificate must be presented evidencing Contractor is a qualified
self-insurer in the State of California.
T. TARGET AREA CONTRACT PREFERENCE ACT (TACPA)
The TACPA preference only applies to California based firms that demonstrate and
certify under penalty of perjury that at least 50% of the total labor hours for
manufactured goods or 90% of the total labor hours for services will be performed in
distressed areas. If this Act applies to the Bidder, he/she must complete the
appropriate form and attach it to their bid.
The Bidders desiring to claim Target Area Contract Preferences Act shall complete
STD. Form 830 and submit it with the proposal.
Link to website: http://www.documents.dgs.ca.gov/ols/SCM%202014/Chapter 8 -
Business Participation Program Requirements.pdf
Link to form: http://www.documents.dgs.ca.gov/osp/pdf/std830.pdf
U. PAYEE DATA RECORD STD.204
The successful bidder as a result of this RFP will be required to sign the Payee Data
Record, STD. 204 http://www.documents.dgs.ca.gov/osp/pdf/std204.pdf before
Contract award.
V. PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS(PCI-DSS)
Bidders must submit a copy of their Payment Card Industry Data Security Standards
compliance certification with their bid proposal.
W. DISABLED VETERAN BUSINESS ENTERPRISE DECLARATION
To be considered responsive, all Bidders must complete and submit the Bidder
Declaration (GSPD-05-105). The completed declaration must identify all
subcontractors proposed for participation in the Contract, proposed contract function,
and percentage of participation. The Bidder shall identify a percentage figure of one
percent ( 1%) or more representing the rate of participation rather than an actual
dollar figure on the Bidder Declaration. No actual dollar figures should appear on
the Bidder Declaration.
The Bidder awarded the Contract is contractually obligated to use the
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subcontractors for the corresponding work identified unless the State agrees to a
substitution and its incorporation by amendment to the Contract. The Bidder
Declaration (GSPD-05-105) is available to download at the following website:
http://www.documents.dgs.ca.gov/pd/poliproc/Master-BidDeclar08-09.pdf
Bidders who are a California-certified DVBE or who have obtained the
participation of California-certified DVBE subcontractor(s) must also submit a
Disabled Veteran Business Enterprise Declaration (STD.843) for each DVBE firm.
Failure to complete and submit all required forms with the Proposal, that fully
document and meet the DVBE program requirement, may cause the Proposal to be
rejected. The DVBE Declaration (STD.843) is available to download at:
http://www.documents.dgs.ca.gov/pd/poliproc/STD-843FillPrintFields.pdf
X. IRAN CONTRACTING ACT
Bidders must complete Attachment IV.15 Iran Contracting Act Certificate and submit
with their proposal.
Y. COMMERCIALLY USEFUL FUNCTION COMPLIANCE
In accordance with GC section 14837 and M&VC section 999, all SB and DVBE
contractors, subcontractors and suppliers that bid on or participate in a state
contract, regardless of whether it is a verbal or written solicitation and/or paid for
using the CAL-Card as a payment method, must perform a commercially useful
function (CUF). In addition, the requirement to determine CUF is not affected by the
applicability of the 5 percent SB and/or the DVBE participation preference program.
There is no exception to this requirement. Consequently, certified SB, MB and
DVBE businesses must perform a CUF.
Click here to access the DVBE and SB Program Violations and Sanctions web page
A certified SB/MB or DVBE is deemed to perform a commercially useful function
when the State determines the business does all of the following:
• Is responsible for the execution of a distinct element of the work of the
contract.
• Carries out its obligation by actually performing, managing, or supervising
the work involved.
• Performs work that is normal for its business services and functions.
• Is responsible, with respect to products, inventories, materials, and supplies
required for the contract, for negotiating price, determining quality and
quantity, ordering, installing, if applicable, and making payment.
• Is not further subcontracting a portion of the work that is greater than that
expected to be subcontracted by normal industry practices.
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ATTACHMENT IV.1
CORPORATE REFERENCES
Three references are required to be submitted with the proposal. All reference forms must contain
signatures. One reference may be for an ongoing project and two for completed projects OR three for
completed projects. Projects should be similar in scope and nature to the services described in this RFP.
COMPANY NAME (BIDDER): _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Note to Customer Reference: The Company above is providing you this customer reference form to
verify your overall satisfaction of their performance for electronic debit card services. Performance will
include scheduling, execution, quality of personnel, coordination, communication, and the final result.
Work must have been performed within the last five (5) years to be considered.
Customer Reference Company Name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Customer Reference Contact Person and Title: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Customer Reference Contact Address:
------------------------
Telephone Number: _ _ _ _ _ _ _ _ Fax: _ _ _ _ _ _ _ _ _ email: _ _ _ _ _ _ _ __
Dates of Project: Start: End: Total Amount of Project: _ _ _ __
Brief Description of the services performed by the Contractor:
Customer Satisfaction Rating - On a scale from one (1) to ten (10) with ten being the highest rating, rate
the Contractor's overall performance on the services provided.
How successful was Contractor in linking customer needs to deliverables to support your program?
1 2_3 4_5__6_7__8_9__ 10_ _
How well did Contractor manage the project, complete expected tasks, and produce deliverables?
1 2_3 4_5__6_7__8_9__ 10_ _
Was the project completed within the originally proposed schedule?
1 2_3 4_5__6_7__8_9__ 10
Did the project meet the originally proposed budget?
1 2_3 4_5__6_7__8_9__ 10_ _
How successful was the overall operational outcome of this project?
1 2_3 4_5__6_7__8_9__ 10_ _
Did the Contractor implement the project timely? Yes__ No_ __
If problems or issues developed during the course of the project, please explain. How well were these
problems dealt with by the Contractor?
I hereby certify that I have made a diligent effort to ascertain the facts with regard to the representations
made herein, and, to the best of my knowledge and belief, all information is accurate.
Signature, Customer Reference Contact Person
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ATTACHMENT IV.2
REFERENCES FOR KEY STAFF
Bidders must submit a minimum of three (3) staff references for key staff (Project
Manager, Technical Project Manager, and Project Scheduler) from the past five (5)
years where staff provided services similar to those described in this RFP, using the
templates below.
Project Manager Name:
REFERENCES (most recent first)
Name of Firm:
Address:
Contact Person: I Phone Number:
Dates of service: I Email Address:
Brief description of service provided:
Technical Project Manager Name:
REFERENCES.(most.recent. first)
Name of Firm:
Address:
Contact Person: I Phone Number:
Dates of service: I Email Address:
Brief description of service provided:
Project Scheduler Name:
REFERENCES (most recent first}
Name of Firm:
Address:
Contact Person: I Phone Number:
Dates of service: I Email Address:
Brief description of service provided:
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ATTACHMENT IV.3
STAFF ROLES AND QUALIFICATIONS MATRIX
Contractor Staff must possess at a minimum the experience, knowledge, skills, abilities,
and certifications outlined in the RFP in order to be considered responsive to the RFP.
Staff resumes are required in addition to this Matrix and can be submitted in individual
formats. The Bidder should provide enough detail for each individual proposed to be
evaluated. Complete the form below for the key staff assigned to the project and submit,
along with resumes, in the proposal.
REQ# Description
A The Bidder's proposal must identify the following positions as key staff:
• Project Manager
• Technical Project Manager
• Project Scheduler
B The Bidder shall provide a resume of its staff or a subcontractor's staff assigned to or
proposed to be assigned to the EBP Project
REQ
# Description
The Project Manager shall have a minimum of
ten (10) years of experience managing
information system implementations or
maintenance and operations projects, with at
least five (5) years of those ten (10) years
managing projects over $50 million.
The Project Manager shall have a minimum of
five (5) years of experience in designing,
2
developing, implementing, enhancing and
maintaining information systems over $50 million.
The Project Manager shall have a minimum of
three (3) years of experience as a Project
3 Manager for Electronic Pay Card
implementations, maintenance and operations or
transitions for a government entity.
REQ
# Description
The Bidder should describe the Project Manager's
years of experience managing information system
4 implementations or maintenance and operations
projects, including experience managing projects
over $50 rn
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The Bidder should describe the Project Manager's
years of experience as a Project Manager for
5 Electronic Pay Card implementations, maintenance
and operations or transitions for a government
entity.
The Project Manager should have a current Project
6 Management Institute (PMI) Project Management
Professional (PMP) Certification.
REQ
# Description
The Technical Project Manager shall have a
minimum of three (3) years of experience as a
Technical Project Manager or technical lead for
7
Electronic Pay Card implementations, maintenance
and operations or transitions for a government
entity.
The Bidder should describe the Technical Project
Manager's length of experience in designing,
8
developing, testing, implementing, enhancing and
maintaining information systems over $50 million.
The Bidder should describe the Technical Project
Manager's length of experience as a Technical
9 Project Manager or technical lead for Electronic
Pay Card implementations, maintenance and
operations or transitions for a government entity.
The Technical Project Manager should have a
10 current certification for Practitioner's or Manager's
Certificate in ITIL IT Services Management.
REQ
# Description
The Project Scheduler shall have a minimum of
five (5) years of experience developing and
11
maintaining schedules for information system
projects over $50 million.
The Project Scheduler shall have experience
maintaining project schedules for at least two (2)
12
information technology projects of over one (1)
million dollars.
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The Project Scheduler shall have experience in
the development of a WBS for information
13
technology projects of over one (1) million dollars
for at least two (2) projects.
The Project Scheduler shall have experience
with and working knowledge of PMI project
14
management methodology for at least two (2)
projects.
The Bidder should describe the Project
Scheduler's length of experience developing and
15
maintaining schedules for information system
projects over $50 million.
The Bidder should describe the Project
Scheduler's years of experience maintaining
16 project schedules for at least two (2) information
technology projects of over one (1) million
dollars.
The Bidder should describe the Project
Scheduler's years of experience in the
17 development of a WBS for information
technology projects of over one (1) million dollars
for a minimum of two (2) projects.
The Bidder should describe the Project
Scheduler's years of experience with and
18
working knowledge of PMI project management
methodology for a minimum of two (2) projects.
The Bidder should describe the Project
19 Scheduler's length of experience using Microsoft
Project 2003 or a later version.
The Project Scheduler should have a current
20 Project Management Institute (PMI) Project
Management Professional (PMP) Certification.
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ATTACHMENT IV.4
UST OF SUBCONTRACTORS
(Mandatory if subcontractor( s) receive 10% of the contract value.)
For purposes of this contract only, list all subcontractors who will perform any tasks described in
the Statement of Work. Bidder shall identify which subcontractor(s) shall provide services to be
sub-contracted.
Name of Firm
Street address City State Zip
Contact Person Telephone number
( )
% of service of total contract Value or cost of service
Brief description of service provided
Attach additional pages if necessary.
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ATTACHMENT IV.5
MINIMUM QUALIFICATIONS CERTIFICATION
The Bidder must substantiate that the firm satisfies each of the following minimum
qualifications to the EDD's satisfaction, to be given further consideration for a contract
award. The statement must contain sufficient information as prescribed to assure EDD
of its accuracy. Failure to provide complete information, based on EDD's sole
judgment, will result in the immediate rejection of the proposal.
At the time of bid submittal, the Bidder must meet the following requirements:
1. Be a State of California Depository Bank.
2. Be a member of the Federal Reserve System.
3. Be capable of providing the banking services required by the EDD.
4. Be sufficiently capitalized to accommodate the EDD's cash management needs.
5. Have established bank branches and ATMs located throughout the State of California.
6. Possess five (5) years experience performing Electronic Payment Services work similar
in nature and size to that described in the Statement of Work (SOW), Attachments V.1
and V.2.
7. Have experience providing Electronic Pay Card Services to or for a public entity as a
contractor or a subcontractor.
8. Be currently qualified to do business in California, if a Corporation. "Doing business" is
defined in California Revenue & Taxation Code section 23101 as actively engaging in
any transactions for the purpose of financial or pecuniary gain or profit.
9. Be a full-service financial institution in good standing with the State of California. Both
domestic and foreign corporations (those incorporated outside of California) must be in
good standing in order to be qualified to do business in California.
Signature Date
Name and Title (Print or Type) Address
Firm Name City, State, Zip
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ATTACHMENT IV.6
FINANCIAL RESPONSIBILITY INFORMATION
Submitted by: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Name of Firm: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Address: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Privacy Notification
The State of California Information Practices Act of 1977 requires the State to provide the following
information to individuals who are asked to supply information about themselves:
The principal purpose for requesting the information on this form is to provide financial information to
determine financial qualification. State policy and state and federal statutes authorize maintenance of this
information. Furnishing all information on this form is mandatory. Failure to provide such information will
disqualify, delay or may even prevent completion of the action for which the form is being filled out. The
official responsible for maintaining the information contained in this form is:
Rose Liu
Employment Development Department
800 Capitol Mall, MIC 62
Sacramento, CA 95814
The State will treat all financial information provided as confidential when designated as such. This
information will only be shared with State personnel involved in the evaluation. All financial data will be
returned or destroyed if requested. Bidders may be required to provide additional financial data as part of
the RFP.
A. Financial Responsibility Information
Proposals in response to state procurements for assistance in preparation of feasibility studies or the
development of recommendations for the acquisition of products and services must disclose any financial
interests (i.e., service contract, Original Equipment Manufacturer [OEM] agreements, remarketing
agreements, etc.) that may foreseeably allow the individual or organization submitting the proposal to
materially benefit from the state's adoption of a course of action recommended in the feasibility study or
the acquisition recommendations. If, in the state's judgment, the financial interest will jeopardize the
objectivity of the recommendations, the state may reject the proposal.
In addition, should a consultant establish or become aware of such a financial interest during the course
of contract performance, the consultant must inform the State in writing within ten (10) business days. If,
in the State's judgment, the newly established financial interest will jeopardize the objectivity of the
recommendations, the State shall have the option of terminating the contract.
Failure to disclose a relevant financial interest on the part of a consultant will be deemed grounds for
termination of the contract with all associated costs to be borne by the consultant and, in addition, the
consultant may be excluded from participating in the State's bid processes for a period of up to 360
calendar days in accordance with Public Contract Code §12102U).
B. Financial Statements
The Bidder must provide financial statements giving the State enough information to determine financial
stability. The Bidder may select to submit any of the following:
1. Copies of their Financial Statement or Annual Report or 1OK for the last two (2) years;
2. Statement of income and related earnings;
3. Statement of changes in financial position;
4. Letter from the Bidder's banking institution; or
5. Statement from certified public accounting firm.
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ATTACHMENT IV.7
SMALL BUSINESS (SB) CERTIFICATION
(Mandatory if claiming preference)
Section 14835 et seq. of the California Government Code requires that a 5% preference be given to
bidders who qualify as a small business or bidders who qualify as a non-small business claiming at least
25% California certified small business subcontractor participation. The rules and regulations of this law,
including the definition of a small business, or qualifying non-small business, are contained in Title 2,
California Code of Regulations, Section 1896 et seq. The definition of nonprofit veteran service agencies
qualifying as a small business is contained in Section 999.50 et seq. of the Military and Veterans Code.
SMALL BUSINESS REGULATIONS - The Small Business regulations, located in the California Code of
Regulations (Title 2, Division 2, Chapter 3, Subchapter 8, Section 1896 et. seq.), concerning the
application and calculation of the small business preference, small business certification, responsibilities
of small business, department certification, and appeals are revised, effective 09/09/04. The new
regulations can be viewed at (www.pd.dgs.ca.gov/smbus). Access the regulations by Clicking on "Small
Business Regulations" in the right sidebar. For those without Internet access, a copy of the regulations
can be obtained by calling the Office of Small Business and DVBE Services at (916) 375-4940.
SMALL BUSINESS NONPROFIT VETERAN SERVICE AGENCIES (SB/NVSA) - SB/NVSA prime
bidders meeting requirements specified in the Military and Veterans Code Section 999.50 et seq. and
obtaining a California certification as a small business are eligible for the 5% small business preference.
If applicable, claim the preference in the box on the right hand side of the first page of this solicitation.
ATTACHMENT WITH QUOTE REQUIRED IF CLAIMING THE SMALL BUSINESS PREFERENCE-All
bidders must complete and include the Bidder Declaration form GSPD-05-105. If claiming the non-small
business subcontractor preference, the form must list all of the California certified small businesses with
which you commit to subcontract in an amount of at least twenty-give percent (25%) of the net bid price.
All certified small businesses must perform a "commercially useful function" in the performance of the
contract as defined in Government Code Section 14837(d)(4).
http://www.documents.dgs.ca.gov/pd/delegations/GSPD105.pdf
SMALL BUSINESS CERTIFICATION - Bidders claiming the small business preference must be certified
by California as a small business or must commit to subcontract at least 25% of the net bid price with one
or more California certified small businesses. Completed certification applications and required support
documents must be submitted to the Office of Small Business and DVBE Services (OSDS) no later than
5:00 p.m. on the bid due date, and the OSDS must be able to approve the application as submitted
Small business nonprofit veteran service agencies (SB/NVSA) claiming the small business preference
must possess certification by California prior to the day and time bids are due.
Questions regarding certification should be directed to the OSDS at (916) 375-4940.
1. Are you claiming preference as a California certified small business? D Yes D No
2. If yes, complete the following: D Non-manufacturer
D Manufacturer
3. Are you a non-SB claiming at least 25% SB subcontractor preference? D Yes D No
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ATTACHMENT IV.8
EMPLOYEE CONFIDENTIALITY STATEMENT
Employee Confidentiality Statement
L ______________ un smp!oyeB ◊'
?f.:~r !"\,<'', r .. ,L.: flfr~F '1(:-;J~~ H(:~;,;..,::yy::::::=rSN.?~:V.I::
heretv atkM\'lledge that confideitil::I information !s prot~ti:'d Jrnm disdosure by ,aw, regulaw:,n. and policy, I farther ecknmviectge
that ;:m:;tec\ing tor!ioontia:l inJc,nabn ,s >l !he pubkc's intereit o·ie state's inte,mst anti my i,M1 pe;sona! inlewsl-
t i:\cknowledge lhet I hKs<e cmnp!eled Hw r,Ndred s~~trily awar,1nest lrninil"l!J and r,,1,ieweJ the cvnll\kntidHy .,mo ctala
;r;;cr,,s socmJy roquh,mef"!1« of th, Empkymen! Devebprnen\ D€'p;,timent arnl'or of my organi,rntii;,,,_
~:m:mledge Hlat iJ.$ si Slak wnpbp,,;,, swµpbmonl@ f!mployu,,, or oonlmcl,x ! am 0eqsJimd tu know whelhei ink.mnation
I havc t~en gmntM access k b c,us1ilkd /JS .¾lnMiwi, otriiorm! or cm11!denfliL
I, MiK!hlWl(l<:.kJe lhllt wmn,;/ui /JU;%$, !>wped!,)f\ ciOO, ()[ db.,(\(XU[(l al (Xmldonlbl ,flformil\iVl ;i; ,J Ulfflfj un<ltr Slil.le /)110
";t;,'t,/,;_$
foderal ,aws, h::!u<lhf b\..1 nol !imitecr to; Cadc,m\a Gov,,mment Code §•%19: Cal,fomia Revenue ar<l Ti\xalkm Cede
§ 1%42. §19542, 1, mid §19%2; California Penal C-xli, §502; C-,di!,;;.-r-Ja lJnemp10rneni 11'.sumnrn C(.1@§10f:h §211 l
and§?714; Cai!hmh Civil Gode §17%.53 i;,nd§1798.55; CaUomia MotmVahide Cixh, i15Di'\A5m,d §1308.¥'.; Har-Ht!
lnsumrter Portahiinv end Aec01mtd:Jnv Aot, ar.rl imema! Rr'1rr.,1a Cooe §&10:0, §7?13 §72131\ Md §7431
aclmowledge thist wrong't!i acce,,,_., ;~¾'.,ection, JM\. ,rscio1lJ..m:t modiik<Stirn-1, remcva!, or dM,lrtJMion nf coolklenlia!
ini<irma,iori ,;:an r!:lsuit in adrn1r.is1rab1e dmdpl!nar,' action--,,'le'ud,iig tvt not 1,miMJ t,;i, reprimand, SiiSPfr'lSioo vdtNo;,,t pay,
wJary r0ucthxt, d'i!moiio,i, or ohmhssaJ horn s0te $t!f1/iet'---an¢l◊t lin,,s awl penalfa,11 resvliirq lrom criminal prose,vhm
or oivil ltr,,,wtts, .J,mhx w,min.1tbn ol rontn,rt.
L agr,;,e lo pmt1m1 the following l)'pas d wniidantia! infr.lrm1,tion
;t;, ; ,.~c'., ., Tai accoantir.k-rrr Nbn
,. foY.payer and /l!$pl!/le'r in!orrr Mirsn
Medical lrf◊rmis,iCI'
Oairnant and erq:lioj'er iniorm3.ti!:m
., Ci'liifomia 0111101 l..k:ense lnlormatlor
" !nfnmlillion nhout hdlvid,mis thal mtlt,1s to their ps!"l',oml ;;fo or iden1llie11 or de!!doos en ir1d!-A<lua;
,. !nterr'111 Rmmmm Seivice·s confaia.!ia! and pmprietar1 inforrna1b11
" 01hN egended rconflderi1iel end pmpr,atary informelion
,. Cri1Ma 1,1s11d for initill.1ing ,;wdit seloction
., Mmhr.,ti,; agrncms l,se \o safow,an:! th11ir ir,-fc.rm,\!ion (cc,mp1.ttr,r systnms, r.ew,orns, ser,,er C{)nflgurr.<1ion11, 0k.)
• /\r,y dt--0r lnformoton 1hd is ixmkkrvct ;n,ml<.:1ary, ,) oopyright G-r o1oor>llifn protectvd by law er ,,ortmct
C agme lo prowr,1 conlidentid hfmrnelinn tv;
~ • h;coosing, hspoo!ing, using. di,xi!ming or mo<lify!ng inform/llkm :mly j,'.lf 1ha ptJtf)Q® d prforming (Jfficit! dul!es
• Naver J-X%Sirig, 1rspai,iing, 1,;srng, di¾i{1i,ing, ,1r madHying !f!ormation for curioii!1y,. r;,ersenal gair\ or il!Y/
w,n+rn,;ines.'> miated mflS◊,'l
• Secmir,9 cnniidenl!el informmbn in apprmmd h.wions
• Q,:istmyir,g C(l<,fideritial in!◊tmatbn hy appn.~w~d flwllmds
• Nwm rer@ving corlioontb! inforrnstion from my wi1Ji., site w!fuottt m1thcriw1!on
FollOVN"9 encrypt!On req<!il-ernert, i◊r ell pe:r11cna,i, Sle'l1Stt>.•e. er ci1rtden®I irrlo ITTia\!O•·, in srw IX)t¼,,,')k, devte or mwie
CERTlflCATION
! !!Xptl!Ssly consent fo 1tm monltoriag ot my acc~s to comp11ier-bawd sem,lfrm, perwnat or oonfidimtlal lnlormalbn by \h11 franchiiw
Tai Soard. l!w fmploymenl !¼11elopment t'.!$parlmelll. the Stale l:loan:J ol Equ11Htatlon, the l:¾ipatlmill'lt ol Mot« Ve:Mdes, and any other
s1a1.. agimq, deilignetw by tl1<1m1.
! 1'.:ilrlify tool I 111Wmtaml !nfonmltlorJ §!ICUrHy Is !!lrict!y 11nlon::11d and Wf@i;lM ~-~!!$, in'.flplWici, 11$11, modilka1lon, cllliCl\'.lsure, [$ffitl'1$L
or iliti.lrncfum of ien1i1lw, µ.,rwnat or wnHd110\ia! in!ormaHon Is pui!l$hable m, ii crime anclJ.,r ,;an result In dlscip!lmiry andior clvl!
~lkm lakim <lgllim,l nN,
I i:erllfy toot I completed the wqllited $\Xl!rlty a\'lllrWl!S$ training lltle ha111 woo am;J Jii!ly oo®Man\f tM.. conlloontla lily sMement ooiJ
hiwe ~11 orQvi~ !he li1ro,malkm ~llfit-. F!e<m!rernMts for Emoknm!I$ with At:ce~s lo Conll®nlfo, lnformalfon oomi:<t1let, DE 14:i◊,
I l::ilflifv tlml I rtvitw<lti Mid dtMUSSM this Co!lll&ntisliltv S¼ttm1Mt with fl\$ !ltnpt,),Y.<l<'! MmOO ntm\'l¼ ilncl 1\1\S\',~ ali llU!\$fiM$
-$Jf't'.W<l$i»l'$ MJ.lt !l'mll'fl
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Employee Confidentiality Statement Completion Instructions
The Employee Confidentiality Statement, DE 7410, informs all EDD employees, including supplemental personnel, and all
other non-EDD slalf of their information security responsibilities, as required by the State Administrative Manual section
4842.2. Responsibilities of managers and supervisors, attendance clerks, and employE,es include:
1. ARU Manager/Supervisor:
(a) Ensure that all employees, supplemental personnel, and other non-EDD stafls under area of responsibility
receive a DE 74·1 O upon complelion ol the required security awareness training module:
New Employees: Issue a DE 741 0 upon completion of the New Employee Orientation training module.
Current Employees-Require immediate completion of the required security awareness training module and
issue a DE 7410 lo employees who do not have a current confidentiality statement on file. Issue a DE 74i0 to
all other employees upon completion of the required security awareness training annual update.
Supplemental personnel ls defined as (Personnel Management Handbook section 3·1520}:
A volunteer- a person who, of his/her own free will, provides services without any financial gain,
A person in the services of an employer other than the State (local government, educational institution.
service delivery area. community organization, etc.) providing non-state compensated services or non-
compeosated services under a contract or agreement wit/J the EDD, or
A person assigned to tile Department under a /raining program (work experience, skill development, etc,)
or public service program through an agreement.
(b) Document employee or supplemental personnel refusal to paiiicipa!e in the required security awareness
training annual update and lake appropriate adverse correcl.lve aci1on.
(c) Do not take any adverse action against employe,3s or supplemental personnel refusing to initial and/or sign the
DE 7410 form. Note on forms from employees or supplemental personnel declining to initial and/or sign the
!orm: "Employee declines to initial and/or sign." Sign, date and file the signed and/or unsigned form in the
unofficial personnel folder or the supplemental personnel's folder maintained in the ARU.
NOTE: Failure to initial and/or sign the confidentiality statement does not ex:empt the employee,
supplemental personnel, or non-EDD staff from his/her responsibilities to ensure that the Department's
confidential information assets are protected.
(d) Provide lo each employee, supplemental personnel, or other non-EDD staff a copy of the pamphlet "Information
Security Requirements for Ernployees with Access to Confidential Information", DE 7420 with each DE 741 0,
2. Attendance Clerk:
(a) Annually file completed DE 7410 in ARU unofficial employee personnei folder.
(b) Provide lhe employee, supplemental personnel, or other non"EDD staff a copy of the compleled DE 7410.
(c) At the time of employee transfer within EDD, forward the DE 7410 to the new ARU.
(d) DO NOT SEND A COPY OF THE DE 7410 TO HASD, PAYROLL SERVICES SECTION.
3. EDD Employees and Supplemental Personnel (Personnel Management Handbook section 3-1520):
(a) Participate in required security awareness training (either on!ine via SharePoint's Confidential Information and
Security Awareness computer-based training module on TAXi or the ISO's SATE Overview training module)
and read the pamphlet "Information Security Requirements for Employees wilh Access to Confidential
Information,
(b) Read and acknowledge individual information secLirity responsibilities. Sign and re!um the completed DE 7410
to the immediate supervisor within five (5) working days of receipt.
(c) Return unsigned forrn to supervisor when declining lo sign Hie DE 741 o.
NOTE: Failure to initial and/or sign the confidentiality statement does not exempt the employee,
supplemental personnel, or non-EDD staff from his/her responsibilities to ensure that the Department's
confidential Information assets are protected.
DE ?410 Rev. 7 (10-07) (INHlANEr) Page 2of 2 cu
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ATTACHMENT IV.9
INDEMNITY AGREEMENT
~ Employment
Indemnity Agreement
£DD Development
Department
~
In consideration of access to EDD information which is personal, sensitive, or confidential,
(Enter Requesting Agency/Entity Name)
agrees to indemnify EDD against any and all liability costs, damages, attorney fees, and other expenses EDD may incur by reason of or as a
result of any unauthorized use of the personal, sensitive, or confidential information or any violation of the "Confidentiality
Statement" by:
(Enter name of staff person authorized to access EDD's information)
This obligation shall be continuous and may not be changed or modified unless agreed to in writing.
In addition, I understand that the following penalties may be incurred for any such misuse of EDD Information:
1. Any individual who has access to returns, reports, or documents maintained by EDD who fails to protect the confidential information
from being published or open to the public may be punished by imprisonment in the county jail for up to one year or a fine of
$20,000.00 or both. (Unemployment Insurance Code 2111).
2. Any person who intentionally discloses information, not otherwise public, which they knew or should have known was obtained from
personal information maintained by a state agency, shall be subject to civil action for invasion of privacy by the individual to whom the
information pertains.
(Civil Code 1798.53).
3. Any unauthorized access to EDD computer data, computer systems, or unauthorized use of EDD data is punishable by a fine or
imprisonment in the county jail or both. (Penal Code 502).
I certify that I have read and understand the Indemnity Agreement printed above.
Print Full Name (last, first, Ml) Signature
Position and Title Print Name of Contractor and/or Subcontractor
Print Name of Governmental Agency Date Signed
Check the appropriate box:
D Employee D Subcontractor D Student D Volunteer D Other
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ATTACHMENT IV.10
STATEMENT OF RESPONSIBILITY
INFORMATION SECURITY CERTIFICATION
We, the Information Security Officer and the , hereby certify that has in place the safeguards
and security requirements stated in this Agreement. We therefore accept responsibility for ensuring compliance
with these requirements, as set forth in Exhibit "B" of the RFP.
!INFORMATION SECURITY OFFICER SIGNATURE PROGRAM DIRECTOR OR CHIEF INFORMATION OFFICER SIGNATURE
PRINT NAME OF INFORMATION SECURITY OFFICER PRINT NAME
Information Security Officer
PRINT TITLE PRINT TITLE
TELEPHONE NUMBER TELEPHONE NUMBER
E-MAIL ADDRESS E-MAIL ADDRESS
DATE SIGNED DATE SIGNED
NOTE: Bidders must complete and return this Information Security Certification with their
proposal.
1. Information Security Certification received by:
EDD CONTRACT MANAGER NAME DATE RECEIVED
2. EDD information asset access approved by:
CONTRACT MANAGER OR DISCLOSURE COORDINATOR DATE APPROVED (AFF, E-MAIL, ETC.)
NOTE: The EDD must have a signed "Information Security Certification" in its possession
prior to disclosure of any personal, confidential, or sensitive information to the
Request
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ATTACHMENT IV.11
DARFUR CONTRACTING ACT
Pursuant to Public Contract Code section 10478, if a bidder or proposer currently or within the previous
three years has had business activities or other operations outside of the United States, it must certify
that it is not a "scrutinized" company as defined in Public Contract Code section 10476.
Therefore, to be eligible to submit a bid or proposal, please insert your company name and Federal ID
Number and complete only one of the following three paragraphs (via initials for Paragraph# 1 or
Paragraph# 2, or via initials and certification for Paragraph# 3):
tompanyNendor Name (Printed) IFederal ID Number
Printed Name and Title of Person Initialing (for Options 1 or 2)
1. We do not currently have, and have not had within the previous three years,
Initials business activities or other operations outside of the United States
OR
2. We are a scrutinized company as defined in Public Contract Code section
Initials 10476, but we have received written permission from the Department of General
Services (DGS) to submit a bid or proposal pursuant to Public Contract Code
section 10477(b). A copy of the written permission from DGS is included with
our bid or proposal.
OR
3. We currently have, or we have had within the previous three years, business
Initials activities or other operations outside of the United States, but we certify below
that we are not a scrutinized company as defined in Public Contract Code
+ section 10476
certification
below
Certification For #3
I, the official named below, CERTIFY UNDER PENALTY OF PERJURY that I am duly authorized to
legally bind the prospective proposer/bidder to the clause listed above in # 3. This certification is made
under the laws of the State of California.
LY (Authorized Signature)
Printed Name and Title of Person Signing
Date Executed Executed in the County and State of
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ATTACHMENT IV.12
CERTIFICATION REGARDING LOBBYING
CERTIFICATION FOR CONTRACTS, GRANTS, LOANS,
AND COOPERATIVE AGREEMENTS
The undersigned certifies, to the best of his or her knowledge and belief, that:
(1) No Federal appropriated funds have been paid or will be paid, by or on behalf of the
undersigned, to any person for influencing or attempting to influence an officer or employee of
an agency, a Member of Congress, an officer or employee of Congress, or an employee of a
Member of Congress in connection with the awarding of any Federal contract, the making of any
Federal grant, the making of any Federal loan, the entering into of any cooperative agreement,
and the extension, continuation, renewal, amendment, or modification of any Federal contract,
grant, loan, or cooperative agreement.
(2) If any funds other than Federal appropriated funds have been paid or will be paid to any
person for influencing or attempting to influence an officer or employee of any agency, a
Member of Congress, an officer or employee of Congress, or an employee of a member of
Congress in connection with this Federal contract, grant, loan, or cooperative agreement, the
undersigned shall complete and submit Standard Form-LLL, "Disclosure Form to Report
Lobbying," in accordance with its instructions.
(3) The undersigned shall require that the language of this certification be included in the
award documents for all* subawards at all tiers (including subcontracts, subgrants and
contracts under grants, loans, and cooperative agreements) and that all* subrecipients shall
certify and disclose accordingly.
This certification is a material representation of fact upon which reliance was placed when
this transaction was made or entered into. Submission of this certification is a prerequisite for
making or entering into this transaction imposed by Section 1352, Title 31, U.S. Code. Any
person who fails to file the required certification shall be subject to a civil penalty of not less
than $10,000 and not more than $100,000 for each such failure.
Grantee/Contractor Organization Program/Title
Name and Title of Authorized Signatory
Signature Date
*Note: In these instances, "All," in the Final Rule is expected to be clarified to show that it
applies to covered contract/grant transactions over $100,000 (per 29 CFR 93.110).
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ATTACHMENT IV.13
DISCLOSURE OF LOBBYING ACTIVITIES
Complete this form to disclose lobbying activities pursuant to 31 U.S.C. 1352
(See reverse for public burden disclosure)
1. Type of Federal Action 2. Status of Federal Action 3. Report Type:
a. contract a. bid/offer/application a. initial filing
b. grant b. initial award b. material change
C. cooperative agreement C. post-award For Material Change Only:
d. loan year_ _ quarter_ _
e. loan guarantee date of last report _ __
f. loan insurance
4. Name and Address of Reporting Entity: 5. If Reporting Entity in No. 4 is a Subawardee,
Prime Subawardee Enter Name and Address of Prime:
Tier _ __, if known:
Congressional District, if known: Congressional District, if known:
6. Federal Department/Agency: 7. Federal Program Name/Description:
CFDA Number, if applicable:
8. Federal Action Number, if known: 9. Award Amount, if known:
$
10. a. Name and Address of Lobbying Entity b. Individual Performing Services (include address
(if individual, last name, first name, Ml): if different from No. 1Oa.)
(last name, first name, Ml):
(attach Continuation Sheet (s) SF-LLL-A, if necessary)
11. Amount of Payment (check all that apply): 13. Type of Payment (check all that apply):
$ actual planned a. retainer
12. Form of Payment (check all that apply): b. one-time fee
a. cash c. commission
b. in-kind; specify: nature _ _ _ _ _ __ d. contingent fee
value - - - - - - - - e. deferred
f. other; specify:
14. Brief Description of Services Performed or to be Performed and date(s) of Service, including
officer(s), employee(s) or Member(s) contacted, for Payment Indicated on Item 11:
(attach Continuation Sheet (s) SF-LLL-A, if necessary)
15. Continuation Sheet (s) SF-LLL-A attached: Yes No
16. Information requested through this form is authorized by
Title 31 U.S.C. Section 1352. This disclosure of Signature: _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
lobbying activities is a material representation of fact
upon which reliance was placed by the tier above when Print Name: _ _ _ _ _ _ _ _ _ _ _ _ _ __
this transaction was made or entered into. This dis-
closure is required pursuant to 31 U.S.C. 1352. This
Title: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
information will be reported to the Congress semi-
annually and will be available for public inspection. Any
person who fails to file the required disclosure shall be Telephone No.: _ _ _ _ _ _ Date: _ _ _ __
subject to a civil penalty of not less than $10,000 and
not more than $100,000 for each such failure.
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INSTRUCTIONS FOR COMPLETION OF SF-LLL DISCLOSURE OF LOBBYING ACTIVITIES
This disclosure form shall be completed by the reporting entity, whether subawardee or prime Federal recipient, at the initiation or
receipt of a covered Federal action, or a material change to a previous filing, pursuant to title 31 U.S.C. Section 1352. The filing of a
form is required for each payment or agreement to make payment to any lobbying entity for influencing or attempting lo influence an
officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of Congress, or an
employee of a Member of Congress in connection with a covered Federal action. Use the SF-LLL-A Continuation Sheet for
additional information if the space on the form is inadequate. Complete all items that apply for both the initial filing and material
change report. Refer lo the implementing guidance published by the Office of Management and Budget for additional information.
1. Identify the type of covered Federal action for which lobbying activity is and/or has been secured lo influence the outcome of a
covered Federal action.
2. Identify the status of the covered Federal action.
3. Identify the appropriate classification of this report. If this is a follow-up report caused by a material change lo the information
previously reported, enter the year and quarter in which the change occurred. Enter the date of the last previously submitted report
by this reporting entity for this covered Federal action.
4. Enter the full name, address, city, stale, and zip code of the reporting entity. Include Congressional District, if known. Check the
appropriate classification of the reporting entity that designates if it is, or expects to be, a prime or subaward recipient. Identify the
tier of the subawardee, e.g., the first subawardee of the prime is the 1st tier. Subawards include but are not limited to subcontracts,
subgranls and contract awards under grants.
5. If the organization filing the report in item 4 checks "Subawardee", then enter the full name, address, city, slate, and zip code of the
prime Federal recipient. Include Congressional District, if known.
6. Enter the name of the Federal agency making the award or loan commitment. Include al least one organizational level below
agency name, if known. For example, Department of Transportation, United Slates Coast Guard.
7. Enter the Federal program name or description for the covered Federal action (item 1). If known, enter the full Catalog of Federal
Domestic Assistance (CFDA) number for grants, cooperative agreements, loans and loan commitment.
8. Enter the most appropriate Federal identifying number available for the Federal action identified in item 1 (e.g., Request for Proposal
(RFP) number, Invitation for Bid (IFB) number, grant announcement number, the contract, grant, or loan award number, the
application/proposal control number assigned by the Federal agency). Include prefixes, e.g., "RFD-DE-90-001."
9. For a covered Federal action where there has been an award or loan commitment by the Federal agency, enter the Federal amount
of the award/loan commitment for the prime entity identified in item 4 or 5.
10. (a) Enter the full name, address, city, stale, and zip code of the lobbying entity engaged by the reporting entity identified in item
4 lo influence the covered Federal action.
(b) Enter the full names of the individual(s) performing services, and include full address if different from 10 (a). Enter
Last Name, First Name, and Middle Initial (Ml).
11. Enter the amount of compensation paid or reasonably expected to be paid by the reporting entity (item 4) to the lobbying entity (item
10). Indicate whether the payment has been made (actual) or will be made (planned). Check all boxes that apply. If this is a
material change report, enter the cumulative amount of payment made or planned to be made.
12. Check the appropriate box(es). Check all boxes that apply. If payment is made through an in-kind contribution, specify the nature
and value of the in-kind payment.
13. Check the appropriate box(es). Check all boxes that apply. If other, specify nature.
14. Provide a specific and detailed description of the services that the lobbyist has performed, or will be expected to perform, and the
dale(s) of any services rendered. Include all preparatory and related activity, not just lime spent in actual contact with Federal
officials. Identify the Federal official(s) or employee(s) contacted or the officer(s), employee(s), or Member(s) of Congress that were
contacted.
15. Check whether or not a SF-LLL-A Continuation Sheet(s) is attached.
16. The certifying official shall sign and date the form, print his/her name, title, and telephone number.
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ATTACHMENT IV.14
CERTIFICATION REGARDING DEBARMENT
DEBARMENT, SUSPENSION, INELIGIBILITY AND VOLUNTARY EXCLUSION
LOWER TIER COVERED TRANSACTION
This certification is required by the regulations implementing Executive Order, 12549,
Debarment and Suspension, 29 CFR Part 98, Section 98.510, Participants'
responsibilities. The regulations were published as Part VI I of the May 26, 1988,
Federal Register (Pages 19160-19211 ).
(BEFORE COMPLETING CERTIFICATION, READ INSTRUCTIONS WHICH ARE AN INTEGRAL PART
OF THE CERTIFICATION.)
1. The prospective recipient of Federal assistance funds certifies, by submission of this
proposal, that neither it nor its principals are presently debarred, suspended, proposed
for debarment, declared ineligible, or voluntarily excluded from participation in this
transaction by any Federal department or agency.
2. Where the prospective recipient of Federal assistance funds is unable to certify to any
of the statements in this certification, such prospective participant shall attach an
explanation to this proposal.
Name and Title of Authorized Representative
Signature
Date
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INSTRUCTIONS FOR CERTIFICATION
1. By signing and submitting this proposal, the prospective recipient of Federal assistance funds is
providing the certification as set out below.
2. The certification in this clause is material representation of fact upon which reliance was placed
when this transaction was entered into. If it is later determined that the prospective recipient of
Federal assistance funds knowingly rendered an erroneous certification, in addition to other
remedies available to the Federal Government, the Department of Labor (DOL) may pursue
available remedies, including suspension and/or debarment.
3. The prospective recipient of Federal assistance funds shall provide immediate written notice to
the person to whom this proposal is submitted if at any time the prospective recipient of Federal
assistance funds learns that its certification was erroneous when submitted or has become
erroneous by reason of changed circumstances.
4. The terms "covered transaction," "debarred," "suspended," "ineligible," "lower tier covered
transaction," "participant," "person," "primary covered transaction," "principal," "proposal," and
"voluntarily excluded," as used in this clause, have the meanings set out in the Definitions and
Coverage sections of rules and implementing Executive Order 12549. You may contact the
person to whom this proposal is submitted for assistance in obtaining a copy of those regulations.
5. The prospective recipient of Federal assistance funds agrees by submitting this proposal that,
should the proposed covered transaction be entered into, it shall not knowingly enter into any
lower tier covered transaction with a person who is debarred, suspended, declared ineligible, or
voluntarily excluded from participation in this covered transaction, unless authorized by the DOL.
6. The prospective recipient of Federal assistance funds further agrees by submitting this proposal
that it will include the clause titled "Certification Regarding Debarment, Suspension, Ineligibility
and Voluntary Exclusion--Lower Tier Covered Transactions, "without modification, in all lower tier
covered transaction and in all solicitations for lower tier covered transactions.
7. A participant in a covered transaction may rely upon a certification of a prospective participant in
a lower tier covered transaction that it is not debarred, suspended, ineligible, or voluntarily
excluded from the covered transaction, unless it knows that the certification is erroneous. A
participant may decide the method and frequency by which it determines the eligibility of its
principals. Each participant may but is not required to, check the List of Parties Excluded from
Procurement or Non procurement Programs.
8. Nothing contained in the foregoing shall be construed to require establishment of a system of
records in order to render in good faith the certification required by this clause. The knowledge
and information of a participant is not required to exceed that which is normally possessed by a
prudent person in the ordinary course of business dealings.
9. Except for transactions authorized under paragraph 5 of these instructions, if a participant in a
covered transaction knowingly enters into a lower tier covered transaction with a person who is
suspended, debarred, ineligible, or voluntary excluded from participation in this transaction, in
addition to other remedies available to the Federal Government, the DOL may pursue available
remedies, including suspension and/or debarment.
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ATTACHEMNT IV. 15
IRAN CONTRACTING ACT
(Public Contract Code sections 2202-2208)
Prior to bidding on, submitting a proposal or executing a contract or renewal for a State of California
contract for goods or services of $1,000,000 or more, a vendor must either: a) certify it is not on the
current list of persons engaged in investment activities in Iran created by the California Department of
General Services ("DGS") pursuant to Public Contract Code section 2203(b) and is not a financial
institution extending twenty million dollars ($20,000,000) or more in credit to another person, for 45 days
or more, if that other person will use the credit to provide goods or services in the energy sector in Iran
and is identified on the current list of persons engaged in investment activities in Iran created by DGS; or
b) demonstrate it has been exempted from the certification requirement for that solicitation or contract
pursuant to Public Contract Code section 2203(c) or (d).
To comply with this requirement, please insert your vendor or financial institution name and Federal ID
Number (if available) and complete one of the options below. Please note: California law establishes
penalties for providing false certifications, including civil penalties equal to the greater of $250,000 or
twice the amount of the contract for which the false certification was made; contract termination; and
three-year ineligibility to bid on contracts. (Public Contract Code section 2205.)
OPTION #1 - CERTIFICATION
I, the official named below, certify I am duly authorized to execute this certification on behalf of the
vendor/financial institution identified below, and the vendor/financial institution identified below is not on
the current list of persons engaged in investment activities in Iran created by DGS and is not a financial
institution extending twenty million dollars ($20,000,000) or more in credit to another person/vendor, for
45 days or more, if that other person/vendor will use the credit to provide goods or services in the energy
sector in Iran and is identified on the current list of persons engaged in investment activities in Iran
created by DGS.
I Vendor Name/Financial Institution (Printed)
I
i Federal ID Number (or nla) II
I.======================================"""""""',
By (Authorized Signature)
Printed Name and Title of Person Signing
I Date Executed i Executed in
OPTION #2 - EXEMPTION
Pursuant to Public Contract Code sections 2203(c) and (d), a public entity may permit a vendor/financial
institution engaged in investment activities in Iran, on a case-by-case basis, to be eligible for, or to bid on,
submit a proposal for, or enters into or renews, a contract for goods and services.
If you have obtained an exemption from the certification requirement under the Iran Contracting Act,
please fill out the information below, and attach documentation demonstrating the exemption approval.
!"vendor
I
Name/Financial Institution (Printed) Federal ID Number (or nla)
IBy (Authorized Signature)
Printed Name and Title of Person Signing Date Executed
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SECTION V
EBP SERVICES REQUIREMENTS
A. EDD ELECTRONIC BENEFIT PAYMENT (EBP) SYSTEM
The EDD currently has an electronic benefit payment (EBP) service for Unemployment
Insurance (UI) and State Disability Insurance (SDI) benefit payments. The EDD began
using EBP to deliver benefit payments in December, 2010 for SDI, and July 2011 for UI.
The system was created in order to provide payments electronically as a way to deliver
benefit payments to claimants using a more secure and faster method than mailing
paper warrants, while also saving the cost of printing and mailing those warrants. Use
of debit card technology offers a convenient, secure and reliable payment process for
claimants. The current system offers claimants access to benefits via an electronic
payment card. Claimants have the option to make direct deposit transfers to their
personal checking or savings accounts for easy access to funds. The current system
also offers also offers claimants protections against fraud associated with theft or lost
warrants, and business continuity in the event of a disaster. The current program also
offers purchase protection via Visa brand without a credit check, and funds are Federal
Deposit Insurance Corporation (FDIC) insured.
B. STATE CONTROLLER'S OFFICE AND STATE TREASURER'S OFFICE
The State Controller's Office (SCO) and the State Treasurer's Office (STO) must be
involved in the daily disbursement of UI and SDI benefit funds to the Contractor.
SCO issues a daily warrant to the STO and the STO wires the money to the
Contractor. The same day, the contractor issues an electronic payment to the
claimant.
C. PRODUCTION CHANGE MANAGEMENT
The EDD's current production change management processes will be followed for the
EBP Service. Refer to Section 111.D.7 for details.
D. MAINTENANCE AND TESTING
The EDD's current maintenance and testing processes will be followed for the EBP
Service. Refer to Section 111.D.8 for details.
E. REQUIREMENTS THAT DETERMINE PROJECT SUCCESS
The proposed service will:
• Continue paying claimant benefits with no reduction in service levels.
• Transition from current service to new service with no service interruption to the
EDD or to claimants.
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• Maintain the EDD's accountability for benefit payments, from approval
through reconciliation.
• Minimize or eliminate paper warrants for UI and SDI claims.
• Minimize fees and surcharges to claimants through initial and ongoing
educational materials.
• Meet or exceed the current service level of minimal or no fees.
• Incur no cost to the EDD. This will be a zero dollar contract.
• Deliver benefit payments to claimants using a debit card.
• Until EDD is ready to provide claimants the option for direct deposit, provide
claimants the option of establishing direct deposit transfer at no cost to EDD
or the claimants.
• At EDD's direction, transition from direct deposit transfer to direct deposit with
no service interruption to the claimants.
• The Contractor shall provide alternative disbursement payment methods at no
cost to EDD or the claimants when the following circumstances are fulfilled:
a. The claimant does not qualify for a debit card per banking regulations; and
b. The claimant does not provide bank account information for direct deposit.
c. Subparagraph b shall not apply until direct deposit is implemented.
• Alternative disbursement methods must include digital disbursements for those
who have a means of receiving digital disbursement, and for those who do not,
check writing services.
F. OPERATIONAL ENVIRONMENT
The proposed service must leverage the existing SCDB benefit payment system.
1. Hardware
Hardware changes at the EDD are not anticipated. The Contractor will
provide hardware required to implement and support the Contractor system.
2. Technical Platform
The technical platform for this service will include the existing payment
system. The Contractor should provide a solution that requires the least
amount of changes to EDD's current software, hardware and architecture and
will provide all technical platform components that comprise the Contractor's
service.
3. Development Approach
The procurement will represent a contracted service. The EDD Staff will work
with the Contractor to implement processes for exchanging data between the
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EDD and the Contractor. Such process shall be limited to only minimal
changes to the EDD's current software, hardware and architecture.
4. Integration Issues
The EDD staff will collaborate with the Contractor for application and process
integration. The proposed service will require the Contractor to resolve
integration issues, which may include:
• Security provisions.
• Data compatibility with other stakeholders.
• Compliance with State and Federal regulations.
• Data conversion from previous vendor to new vendor.
5. Procurement Approach
The EDD will contract for EBP services, including ongoing maintenance and
operation.
6. Technical Interfaces
The Contractor, the EDD, CalTech Data Center, and current vendor staff will
collaborate to coordinate data exchange and file transfer.
The EDD staff will work with the Contractor for ongoing data exchange. The
EDD will provide the Contractor with information about each claimant in the
existing format garnered from current and future EDD data sources.
7. Test plan
The Contractor will provide detailed written test plans that validate its service
and system components and usage permutations to address usability, unit,
and integration, including system test plan and system performance.
The Contractor will provide an acceptance testing plan and the EDD staff,
along with the Contractor, will perform acceptance testing.
Scenarios will be designed for identified use cases to ensure both the EDD
and Contractor systems perform under realistic conditions. The Contractor
will be responsible for mentoring the EDD testers with regard to any special
requirements or circumstances related to the contractor's system.
Any testing plan for this effort will include the need to: pre- and post-date the
process date; save, restore and reuse test beds; and, pre- and post-date the
system date. The EDD test environment supports these functions and it is
expected that the contractor's test environment will support these functions as
well.
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8. Resource Requirements
The Contractor will provide the IT and business area resources for
implementing the contracted services. Tasks will be defined in the contract.
These resources will be available for development, testing, transition and
implementation of the service, and for ongoing maintenance, and subsequent
modifications or enhancements as required by the EDD due to legislative
mandate or business process changes.
9. Training Plan
The EDD and the Contractor will jointly develop the service transition strategy
and will provide information/instruction for program staff and the EDD's
system administrators, as necessary. The contractor will provide background
training materials necessary for EDD to deliver the training to its staff related
to the program. The EDD program areas currently manage staff training and
will provide ongoing end-user training. The EDD will identify training
participants and ensure their availability for training by the Contractor. The
contractor will provide training to EDD staff for any technical needs and
administration application console.
10. On-going maintenance
The Contractor will be responsible for maintaining the services. The EDD IT
staff will maintain only those programs needed for data exchange between
the ED D's systems and the Contractor's services. The ED D's IT staff will
coordinate maintenance related to data exchange with the STO and the SCO.
11. Information Security
The California State Administrative Manual (SAM)§ 5100 states in part, State
agencies must use the American National Standards Institute (ANSI) and
Federal Information Processing Standards (FIPS) standards in their
information management planning and operations. Adoption of these
standards will facilitate the inter-organizational sharing and exchange of
equipment, data, software, and personnel. Use of these standards will also
facilitate communication: (1) among state agencies; (2) between the state and
its IT vendors; and, (3) between the state and its IT information
providers/recipients.
The EDD Information Security Office follows the standards and guidelines set
forth by SAM, the State Information Management Manual (SIMM)§ 5300,
FIPS, and the National Institute of Standards and Technology (NIST).
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This EBP services are FIPS categorized 2 as Moderate Impact. As such,
implemented security controls must meet or exceed those defined in NIST
Special Publication (SP) 800-53 rev. 4 for Moderate category.
In addition, the proposed services will comply with the EDD's information
security policies and procedures.
The EDD may conduct contract compliance and information security audits of
the Contractor to insure the Contractor is complying with specific terms and
conditions of the contract. The Contractor will provide information and access
to records, personnel, systems, and facilities relevant to the Contractor's
performance under the terms and conditions of the contract for purposes of
these audits.
12. Confidentiality
The California Unemployment Insurance Code§ 1094 (a) provides: "Except
as otherwise specifically provided in this code, the information obtained in the
administration of this code is confidential, not open to the public, and shall be
for the exclusive use and information of the director in discharge of his or her
duties."
Therefore, any data provided in this EBP services shall be considered
confidential and shall be protected as such.
13. Impact on Claimants
The transition to a new contractor for the EBP services will have no negative
impact on EDD claimants. The Contractor will ensure claimants' benefit
payments and accompanying services are not interrupted during services
transition or with the implementation of the new services.
Until the availability of direct deposit, in general, all money will be delivered to
the claimant via debit card. After the first payment, claimants must have the
option of establishing a single or recurring direct deposit transfer to their
existing bank accounts at no cost to EDD or the claimants. This can be for a
portion or the entire benefit payment amount.
Once direct deposit becomes available, claimants who elect direct deposit in
time for their first benefit payment will not be issued a debit card. Any amount
unable to be disbursed by direct deposit will be disbursed by prepaid debit
card at no cost to EDD or the claimant. Any amount unable to be disbursed
by direct deposit transfer will be disbursed by prepaid debit card at no cost to
EDD or the claimant.
2
For an information system, the potential impact values assigned to the respective security objectives (confidentiality, integrity,
availability) shall be the highest values (i.e., high water mark) from among those security categories that have been determined
for each type of information resident on the information system.
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• The Contractor shall provide alternative disbursement payment methods at no
cost to EDD or the claimants when the following circumstances are fulfilled:
a. The claimant does not qualify for a debit card per banking regulations; and
b. The claimant does not provide bank account information for direct deposit.
c. Subparagraph b shall not apply until direct deposit is implemented.
• Alternative disbursement methods must include digital disbursements for those
who have a means of receiving digital disbursement, and for those who do not,
check writing services.
14. Impact on Current Infrastructure
The transition to a new EBP service may require the ED D's IT staff to make
programming changes to the current infrastructure.
15. Impact on CalTech
The EDD will use existing data exchange processes to send and receive files from
the Contractor.
16. Redundancy, Backup, and Operational Recovery
The Contractor will be required to provide redundancy, backup, and recovery for
the EBP service.
G. TRAINING EDD STAFF
The Contractor will be expected to provide initial training and training materials to the
EDD staff at no cost to the EDD. The contractor will also provide to End-users updated
phone scripts to address when claimant questions should be directed to the Contractor.
In scoping the training requirements for the EDD staff, the Contractor should consider
that EDD staff members have experience with the current EBP service and system
Administrative Application functionality. Each employee does not need to be trained by
the Contractor. The EDD believes training for trainers (T-for-T) and the availability of
computer-based training (CBT) and/or training materials will satisfy staff training needs.
The T-for-T training should include discussions on:
• Any business differences between the existing and new EBP service;
• The Contractor's reports and problem tracking systems and processes;
• The Contractor's fraud investigation functionality, e.g., the procedure for
sharing fraud-related information with the EDD's Investigation Division;
• Settlement and reconciliation shall not change; and,
• User access to the Administrative Application.
1. Suggested Training Structure for Staff
Those EDD employees who attend T-for-T would, in turn, provide training to other
EDD employees as the business need is identified based on information received at
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the T-for-T session.
On an ongoing basis, the EDD will be responsible for training its staff on EBP and
the use of the Administrative Application. To support these activities, the Contractor
will be responsible for keeping its manuals and tools current as ongoing changes or
enhancements are made. For ongoing training, and to supplement training during
transition, the EDD seeks a training presentation and CBT. In its bid response, the
Contractor shall describe the content of the training it would provide the EDD.
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ATTACHMENT V.1
STATEMENT OF WORK
A. PURPOSE
The Contractor shall establish, operate and maintain a comprehensive EBP service as
required by the Employment Development Department, hereinafter referred to as the
EDD or the State.
The purpose of this Statement of Work (SOW) is to define the tasks, responsibilities,
and requirements of the Contractor, and the EDD, during the term of this Contract. This
SOW will be incorporated into the Contract.
Bidders must complete Attachment V.2 Statement of Work - EBP Service
Requirements indicating their acceptance of the requirements and submit with their
proposal. Any "No" response requires an explanation in the "Comment" column. A "No"
may be cause for proposal rejection.
B. PERIOD OF PERFORMANCE
The Contract term will be five (5) years, with the EDD's option to extend the contract for
up to two (2) additional two (2) year Contract terms. The Contract period may not
exceed nine (9) years. The EDD is not legally obligated to exercise its right to extend
the contract. Notwithstanding the EDD's right to terminate for cause under Exhibit C of
the Standard Agreement (GTC-610), the EDD reserves the sole right to terminate this
Agreement for any reason and at its sole discretion at any time upon providing six (6)
months prior written notice to the Contractor. The EDD is not responsible for any costs
incurred by the Contractor or its subcontractor(s) as a result of early termination.
The Contractor shall not be authorized to start work under this Contract until notified by
the EDD. If the Contractor starts performance before final approval of the Contract, it
shall be considered voluntary on the part of the Contractor and non-compensable by the
EDD.
C. CONTACT INFORMATION
The EDD shall designate a SPOC who shall give direction to the Contractor's business
SPOC and technical SPOC concerning the EBP service. The SPOC will work with the
EDD's project and functional managers to ensure that all tasks are satisfactorily
completed. The SPOC shall be the contract monitor and shall ensure that all contract
activities are conducted in accordance with State law and regulations; oversee
processes and procedures; monitor contractor compliance with the contract; and
resolve issues.
D. CONTRACTOR RESPONSIBILITIES
The Contractor shall:
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1. Perform project activities that require the EDD staff resources during standard
EDD working hours Monday through Friday (8 AM to 5 PM, Pacific Time), unless
other work hours are required and approved in advance by the EDD.
2. Contractor is responsible for meeting all contract requirements, including any
work performed by a subcontractor.
3. Designate a person to whom all project communications may be addressed and
who has authority to act on all aspects of EBP services.
4. Comply with all applicable EDD policies and procedures, including, but not
limited to, the EDD and industry project management guidelines.
5. During the transition and implementation phase, provide a written monthly status
report to EDD's Contract Manager by the 5th business day of each month that
documents tasks and assignments for Contractor staff, and includes
accomplishments for the previous month, work planned for the coming month,
currently assigned projects and activities, and explanations for task and/or
schedule slippages.
6. Attend meetings to obtain approval of activities and tasks assigned to the
Contractor as required by EDD.
7. Attend meetings with the EDD personnel to discuss project status and activities
as required by EDD.
8. Prepare plans and schedules using EDD IT-Project Management Methodology
(PMM) templates.
9. Provide electronic documents to the EDD in Microsoft Office format, unless
otherwise specified. The EDD's current standard applications include Microsoft
(MS) Windows 7, MS Office Professional (including Outlook) 2010, Visio 2010,
and MS Project 2010.
1O. Verify that its applications referenced in #9 are compatible prior to delivery of any
electronic documents to the EDD. The Contractor shall obtain EDD's written
approval prior to submitting electronic documents in any other format.
11. Agree to utilize the HP Quality Center tool for the storing of test cases, scripts,
defect logs, requirements management, and traceability.
12. Agree to upgrade versions of its software, if needed, at no cost to the EDD in
order to remain compatible with the EDD's standard applications.
13. Post electronic documents and reports to an EDD designated electronic
repository, i.e., a SharePoint site. The electronic document format and media
shall be compatible with the EDD's storage devices.
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14. Return all of the EDD's property, including security badges, prior to termination of
the Contract.
E. DESCRIPTION OF DELIVERABLES
The Contractor shall provide EBP services deliverables at no cost to EDD and in
accordance with Deliverable Expectation Documents (DEDs). The DEDs will specify
format, delivery, due date, specifications, references, risks, issues, quality assurance
considerations, content, and will identify reviewers and the approval process.
Deliverables include, and are not limited to, the project management plans, reports,
electronic, or designed material, etc. for review and approval by the EDD prior to
implementation of the subject deliverable. The OED must be finalized and signed
before the deliverables are submitted for approval. See Attachment V 5 for OED
template. The OED applies, at a minimum, to the following deliverables:
1. Administrative Application
2. Capacity of Service Management Plan
3. Change Management Plan
4. Project Communication Plan
5. Customer Services Center (CSC) Manual
• CSC Services Plan
• Problem Management Plan
• Staffing Management Plan
• Scripts (IVR and CSR)
• Website
6. Debit Card Production (See V.2, H. Electronic Benefit Payments)
7. Defect Management Plan
8. Disaster Recovery and Business Continuity Plan
9. End of Contract Plan
10. Transition Implementation and Management Plan
11. Interface Control Document and Data files
12. Lessons Learned
13. Maintenance and Operation Plan
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14. Project Management Plan and Schedule
15. Quality Assurance Plan
16. Reports
17. Requirements Specification Document
18. Risk and Issue Management Plan
19. Security Plan
20. Test Plans
21. Training Plan
22. Welcome Packet Marketing and Customer/Communications Plan
23. Return of Funds Plan
The EDD approval process for contractor-prepared deliverables includes:
• Contractor preparation of draft Deliverable Expectation Document.
• OED negotiation and revision.
• Contractor creation and revision of deliverables.
• EDD review of deliverables.
• EDD acceptance of deliverables.
F. STATE RESPONSIBILITIES
The EDD is the project sponsor and is responsible for program and policy. The EDD
staff will oversee the service implementation and be responsible for the project. The
following are areas of responsibility for the EDD's staff:
1. Project oversight. Oversee all aspects of the service implementation using
the EDD Project Management Office's (PMO) PMM.
2. Contract management. Oversee planning, solicitation, acquisition, contract
monitoring, change management, and contract amendments.
3. Communication and Change Management. Facilitate communication
among the EDD, Contractor personnel, and other stakeholders; develop and
manage change management processes.
4. Administrative Support. Complete administrative tasks and support project
management.
5. The EDD shall provide the following services:
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a. Initiate the daily request through the STO to transfer the funds for payment
to EDD's claimants to the Contractor's California State Depository Bank
account.
b. Provide the Contractor with a daily file or files containing new claimant
information for purposes of assigning a profile for claimants who will not be
enrolled in direct deposit.
c. Provide the Contractor with a daily file or files containing payment data.
d. Review and repair rejected enrollment and payment records and resubmit
the data for processing. The EDD will correct address data on returned
mail. The EDD will provide automated demographic updates to the
Contractor in the daily file.
e. Provide responses to all claimants who have questions regarding their
determined benefit amounts or other claim-related questions; the
Contractor will refer claim-related questions to the EDD for assistance.
f. Provide oversight of development and transition/implementation activities
and ensure compliance with the California Technology Agency standards,
stakeholder management, budgetary approvals, contract management,
and procurement.
g. Ensure the Contractor has access to applicable information, including, but
not limited to technical documentation and project work plans.
h. Provide all the EDD's applicable policies and procedures regarding access
to and use of the EDD facilities.
i. Provide information as required by the Contractor to perform its
responsibilities under this Contract.
j. Review all Contractor work submitted to the SPOC for completeness,
accuracy, and adherence to standards.
k. Ensure access to the EDD personnel for assistance as required by the
Contractor.
The EDD shall not be liable for overdrafts, fraud, misuse, and/or lost or stolen
debit cards.
G. CONTRACT CHANGE PROCESS
If a significant change occurs to the project scope, the Contractor may submit a written
change proposal to EDD's SPOC. The EDD shall review the change proposal and
submit a proposed contract amendment to the Contractor for review and approval. All
amendments to this Contract must be approved by the EDD and the Contractor in
writing pursuant to Exhibit C (GTC-610) of the Standard Agreement.
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H. CONTRACTOR STAFF REQUIREMENTS
1. The Contractor reserves the sole right to determine the assignment of its
employees. The Contractor agrees to notify the EDD in writing, with 30 days
advance notice, of all changes in personnel assigned to this Contract as soon as is
practicable.
2. The Contractor agrees that if the EDD determines that Contractor personnel are
failing to adequately perform services and asks that they be removed from this
Contract, the Contractor shall provide substitute personnel that meet all minimum
qualifications as stated in this Contract.
3. The Contractor agrees that if Contractor personnel assigned to the project are
unable to perform their duties due to illness, resignation, or other factors beyond
the Contractor's control, the Contractor shall provide substitute personnel that meet
all minimum qualifications as stated in this Contract.
4. The EDD reserves the right to direct the Contractor to remove Contractor
personnel from this Contract for good cause, including but not limited to a breach
of security, unacceptable conduct, or failure to follow the ED D's policies. If the
EDD directs the Contractor to remove Contractor personnel from this Contract for
good cause, the Contractor agrees to promptly remove such personnel and
promptly provide substitute personnel that meet all minimum qualifications as
stated in this Contract.
5. The Contractor shall maintain satisfactory standards of employee competency,
conduct, appearance, and integrity.
I. PERSONNEL ACCESS
1. The Contractor shall supply the EDD with the names of Contractor personnel who
are assigned to this project and will need access to the EDD's facilities. The
Contractor shall notify the EDD SPOC of all personnel changes as soon as is
practicable.
2. The EDD shall issue identification badges to Contractor personnel which will allow
them access to those areas of the facility where they will be performing services.
These identification badges are the property of the EDD and Contractor staff must
surrender them at the end of the contract or when they leave the project.
3. The EDD shall issue computer user accounts to Contractor personnel as needed
and for no longer than the duration of the contract. An Appointment/Separation
Checklist, DE 7411, shall be completed for all such accounts and shall reflect the
account ID and the anticipated account expiration date.
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4. The EDD SPOC may ask the EDD Security Administrator to extend user account ID
expiration dates by sending a request with a new anticipated account expiration
date. The EDD shall cancel user account access as soon as there is no longer a
business need for such access, or when Contractor personnel leave the project.
J. INFORMAL DISPUTES
1. The parties shall deal in good faith and attempt to resolve potential disputes
informally.
2. In the event of a dispute, the language contained within this Contract shall prevail
over any other language, including that of the bid proposal or the RFP.
3. Pending the resolution of any dispute, formal or informal, the Contractor agrees to
proceed with the performance of this contract. The Contractor's failure to proceed
with contract performance shall be considered a material breach of the contract.
4. If the Contractor believes that there is a dispute or grievance between the
Contractor and the State arising out of or relating to this contract, the Contractor
shall first discuss and attempt to resolve the issue informally with the EDD Contract
Manager.
5. If the issue cannot be resolved informally with the Contract Manager, the
Contractor shall submit, in writing, a grievance report together with any evidence to
the Contract Manager's supervisor. The grievance report must state the issues in
the dispute, the legal authority, or the basis for the Contractor's position and the
remedy sought.
6. Within ten (10) working days of receipt of the written grievance report from the
Contractor, the Contract Manager's supervisor shall make a determination of the
problem, and reasons therefore. Should the Contractor disagree with the
supervisor's decision, the Contractor may appeal to the next level, following the
procedure listed in the Section K. Formal Dispute Resolution.
K. FORMAL DISPUTE RESOLUTION
1. If a dispute cannot be resolved informally according to Section J., Informal
Disputes, the Contractor shall submit to the EDD Director or designee a written
demand for a final decision regarding the disposition of any dispute between the
Contractor and the EDD relating to this contract.
2. The EDD shall notify the Contractor in writing of any final decision signed by the
Director or designee. If the EDD fails to render a final decision within ninety days
after receipt of the Contractor's demand, it shall be deemed a decision adverse to
the Contractor's contention. The EDD's final decision shall be conclusive and
binding regarding the dispute, unless the Contractor commences an action in a
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California court of competent jurisdiction to contest such decision within ninety
days following the date of the final decision.
l. LIQUIDATED DAMAGES
1. The EDD expects the Contractor to perform its responsibilities and tasks as
specified in this Contract. The expectation is reasonable, within normally
acceptable business practices, and in the best interest of the EDD and its claimants.
The Contractor acknowledges that the EDD will be damaged if the Contractor fails
to fulfill its obligations under the Contract. The Contractor acknowledges that
liquidated or actual damages attach and will be payable from any funds established
by the Contractor, or from any sums accrued directly or indirectly by the Contractor
as a result of handling (accepting) State funds.
2. The EDD has chosen to address the majority of the project risks related to
Contractor performance through the assignment of liquidated damages. The
liquidated damages described below represent the projected financial loss and
expenditures that may occur as a result of Contractor non-performance, including
financial loss as a result of project delays. The liquidated damages provided for
herein do not represent a penalty; rather, the liquidated damages represent a good
faith effort by the parties to establish a reasonable estimate of the damages that will
be incurred by the EDD in the circumstances described.
3. The EDD shall notify the Contractor in writing, for any default specified herein, and
such liquidated damages shall be paid by the Contractor within thirty (30) calendar
days of the EDD notice. Upon receipt of written notice, the Contractor will have ten
(10) calendar days to provide a written explanation of any justification that may be
applicable to the liquidated damages being considered and a corrective action plan
for bringing the operations within the standards specified. The EDD shall have the
right to approve and make changes to the corrective action plan submitted by the
Contractor. The corrective action plan shall be implemented by the Contractor at no
cost to and upon approval by the EDD. Liquidated damages will not be assessed
during the specified cure period for the activity in question. The Contractor's failure
to pay the assessed liquidated damages within the designated time frame may be
deemed by the EDD as a breach of contract.
4. The parties have identified certain instances of non-performance that, should they
continue to occur over extended periods of time, will cause extreme financial losses
and hardship to the EDD. Should the Contractor fail to complete the work within the
agreed upon times or terms, the EDD will assess and collect liquidated damages in
the amounts set out in this subsection. However, if such conditions of non-
performance continue, they may amount to a material breach for which the EDD
may pursue recovery of actual losses resulting from the Contractor's failure to
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perform, and the EDD expressly reserves this right. The State's failure to assess
liquidated or actual damages for any of the specific instances cited in no way
modifies or waives the State's right to assess liquidated or actual damages for other
similar occurrences and/or the specific liquidated damages noted below in this
subsection.
5. Contractor's failure to generate and deliver reports or files as scheduled will result
in assessment of liquidated damages in the amount of Five Thousand Two Hundred
Fifty Dollars ($5,250.00) per day, per report or file, following written notification and
a five (5) business day cure period.
6. Contractor's failure to have a toll-free claimant number and IVR scripts functional at
implementation or any time thereafter will result in assessment of liquidated
damages in the amount of Seven Thousand Two Hundred Fifty Dollars ($7,250.00)
per day following written notification and a five (5) business day cure period.
7. Contractor's failure to meet the End of Contract Requirement or follow the
provisions of the End of Contract Plan will result in assessment of liquidated
damages in the amount of Fifteen Thousand Five Hundred Dollars ($15,500.00) per
day following written notification and a thirty (30) calendar day cure period.
8. Contractor's failure to meet the Customer Service Levels Agreements specified in
the Technical Requirements will result in assessment of liquidated damages in the
amount of Twelve Thousand Dollars ($12,000.00) per day per Customer Service
Levels Agreement following a thirty (30) calendar day cure period.
9. If the IVR, Call Center, or web system(s) fails and is not restored within three (3)
hours, the EDD will assess liquidated damages in the amount of Twenty-Four
Thousand Dollars ($24,000.00) per day following written notification and a one (1)
business day cure period.
10. If the deposits into the claimants' accounts are not made on the effective date
identified in the payment record, the EDD will assess liquidated damages in the
amount of Fifty-Four Thousand Seven Hundred Fifty Dollars ($54,750.00) per day
following written notification and a one (1) business day cure period.
11. If the Contractor is unable or not ready to accept deposits from the EDD and
perform all related services based on the EDD approved project schedule after
contract award, the EDD will assess liquidated damages in the amount of Fourteen
Thousand Dollars ($14,000.00) per day following written notification and a one (1)
business day cure period.
12. Failure to complete the Project in accordance with instructions described in this
Contract will result in substantial injury to the EDD and damages arising from such
failure cannot be calculated with any degree of certainty. Therefore, it is hereby
agreed that if the services/items are not completed, and the Parties agree to an
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extension of the deliverables and the Contractor then fails to meet the new agreed
upon deliverable date as approved by the EDD, the Contractor shall pay to the EDD
liquidated damages for such delays. Liquidated damages in the amount of Four
Thousand Two Hundred Fifty Dollars ($4,250.00) will be due to the EDD for each
calendar day until completion of these deliverables.
13. This provision for liquidated damages for delay shall in no manner affect the EDD's
right to terminate the Contract as provided elsewhere in the Contract. The EDD's
exercise of the right to terminate shall not release the Contractor from its obligation
to pay said liquidated damages in the amount set out in this Section.
14. A waiver of liquidated damages imposed on the Contractor as described above may
be available upon the ED D's discretion if the Contractor provides timely submission
of all other contract deliverables.
15. The EDD is entitled to completion of the services within the approved Project
schedules or within such further time, if any, as may be allowed in accordance with
the provisions of the Contract. In the event of termination for cause of the Contract
by the EDD prior to completion, the Contractor shall be liable to the EDD for the
expenses for additional managerial and administrative services required to
complete the services/items, and for the per diem liquidated damages provided for
in Attachment V.1 .
M. END OF CONTRACT (TRANSITION) PHASE
1. The Contractor understands that the EDD intends to engage in a competitive
procurement and enter into a new Contract at the conclusion of this contract. The
incumbent Contractor shall actively assist the EDD in transitioning services to the
new Contractor.
2. Within 30 days after receipt of instruction or date of discontinuance of Contractor
service, whichever is sooner, the Contractor shall identify which data needs to be
transferred to the new Contractor.
3. During the transition phase, the Contractor shall ensure that the EBP claimants will
have continuous and uninterrupted services. The Contractor agrees to provide
extended services on a month-to-month basis at no cost to EDD until the new
Contractor's services are fully operational. The claimant fees shall remain
unchanged. The revenue share shall remain in force.
N. NOTICES
All notices relating to this Contract shall be in writing and shall be sent to the respective
Contract Managers set forth in this Contract. All such notices shall be deemed
delivered if deposited, postage prepaid, in the United States mail and sent to the parties'
last known address.
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0. WORK ACCEPTANCE
The EDD shall be the sole judge of the acceptability of all work performed and all work
products produced by the Contractor as a result of the Contract.
P. FORCE MAJEURE
Except for defaults of subcontractors at any tier, the Contractor shall not be liable for
any excess costs if the failure to perform the Contract arises from causes beyond the
control and without the fault or negligence of the Contractor. Examples of such causes
include, but are not limited to:
1. Acts of God or of the public enemy, and
2. Acts of the federal or state government in either its sovereign or contractual
capacity.
If the failure to perform is caused by the default of a subcontractor at any tier, and if the
cause of the default is beyond the control of both the Contractor and subcontractor, and
without the fault or negligence of either, the Contractor shall not be liable for any excess
costs for failure to perform.
When performance is prevented or delayed for any of the above reasons or by the
operation of law, the party relying on the provisions of this clause must give written
notice to the other party or parties, within a reasonable time after the occurrence of the
event excusing performance, of an intention to claim an extension of item or of an
intention to bring suit or any other similar or related intent.
Q. CONTRACTOR ACKNOWLEDGMENT
The Contractor acknowledges acceptance of this State of Work by signing below:
Name (Signature) Date
Typed Name and Title
Company
Phone Number Fax Number Email Address
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ATTACHMENT V.2
STATEMENT OF WORK - EBP SERVICE REQUIREMENTS
This section describes the business and technical components necessary to satisfy the
State's need to implement an EBP program for UI/SDI claimants. Requirements have
been divided into pass/fail and scoreable categories for evaluation purposes.
The requirements are listed by category with a brief description of the category
preceding the applicable requirements. Bidders must utilize this template to provide
their proposal responses. Alterations of any kind to the text contained in the template
will not be accepted. A MS Word Document will be made available to all bidders for
completion and submittal with their proposals. Attachments are acceptable, but must be
numbered, indexed, and/or properly annotated so the EDD can readily verify
compliance with the requirements.
For pass/fail requirements, bidders must fill in the "Yes/No" column. If a bidder
responds "No" for a mandatory requirement, the reason for not meeting the requirement
must be included in the comments column. THE BIDDER SHALL ONLY INCLUDE
COMMENTS IF THE RESPONSE IS "NO." IF THE BIDDER RESPONDS "YES," THE
COMMENTS COLUMN MUST REMAIN BLANK. Pass/fail requirements with a "No"
response may be cause for rejection of the proposal.
Scoreable requirements require a narrative response explaining how the Bidder will
meet the requirement. Scoreable requirements will be scored according to the process
described in Section VI 11, EVALUATION.
A. ADMINISTRATIVE
The Administrative requirements apply to the project as a whole and to the Electronic
Benefit Payment Service. These requirements are intended to establish a framework
for project management and service delivery.
------------------------------------
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall conduct all work related to this
contract, including, but not limited to, design, testing
21
and preparation, and contract performance, within
the United States of America.
The Contractor shall calendar and conduct, within an
agreed upon time, Joint Application Design (JAD)
sessions with the EDD users, at either the EDD's or
22
the Contractor's request, when designing the EBP
service for the EDD, or any EDD user-required
application.
The Contractor shall conduct all EBP JAD sessions
during business hours, 8 am to 5 pm Pacific Time,
23 Monday through Friday in the Sacramento, California
area, or during mutually agreed upon dates and
times.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall develop a Requirements
24 Specification Document that captures the results of
all the JAD sessions.
The Contractor shall document all meeting and
25 design session minutes and provide to the EDD
within three (3) business days.
All meeting minutes shall include: Date and time of
the meeting/design session, attendees names, action
26 items and person responsible for them, action item
delivery dates, decisions agreed upon, issues raised
and progress constraints.
The Contractor shall submit all written, printed,
electronic, or designed material and management
plans for review and approval by the EDD prior to
implementation of the subject plan. This includes, at
a minimum:
1. Administrative Application
2. Capacity of Service Management Plan
3. Change Management Plan
4. Project Communication Plan
5. Customer Services Center(CSC) Manual
•CSC Services Plan
• Problem Management Plan
• Staffing Management Plan
• Scripts (IVR and CSR)
• Website
6. Debit Card Production(See Attachment V.2, H.
Electronic Benefit Payments)
7. Defect Management Plan
27 8. Disaster Recovery and Business Continuity Plan
9. End of Contract Plan
10. Transition Implementation and Management
Plan
11 . Interface Control Document and Data files
12. Lessons Learned
13. Maintenance and Operation Plan
14. Project Management Plan and Schedule
15. Quality Assurance Plan
16. Reports
17. Requirements Specification Document
18. Risk and Issue Management Plan
19. Security Plan
20. Test Plans
21. Training Plan
22. Welcome Packet/ Marketing and
Customer/Communications Plan
$:.f'):,··i''.)
Return of Funds Plan
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall update the EDD accepted plans
28 and program materials to reflect changes in the EBP
service.
The Contractor shall provide updated plans to the
29 EDD for review and approval within 30 days of the
change or revision.
The Contractor shall retain EBP records, including
financial records, supporting documents, statistical
records, any other records, papers, logs, audit trails,
or data records related to the EBP process for period
of seven (7) years. The financial records must
include:
• EDD fund type identifier (i.e., UI or SDI)
• Debit Card Issue Date
30
• Claimant's Social Security Number
• State Claimant ID (EBP ID)
• Claimant Name (First, Last, Middle Initial)
• EDD's payment Authorization Date
• EDD's payment Week Ending Date
• Payment ID number
• Amount Paid
The Contractor shall document its archival and
31 retrieval procedures for electronically stored EBP
information and provide them to the EDD.
The Contractor shall use Pacific Time as the EBP
32 Service standard. References to time in all
Contractor developed artifacts shall be Pacific Time.
The EBP service shall be available seven (7) days
33
per week, twenty-four (24) hours per day.
The Contractor shall submit all documents in English
34
unless specified otherwise by the EDD.
The Contractor shall follow all documented plans,
35 procedures, and processes developed and approved
by the EDD for the EBP Service.
The Contractor shall allow the EDD 15 working days
for the review and approval of all artifacts developed
36
by the Contractor in completion of these
requirements.
The Contractor shall provide a single point of contact
37 for the EDD for business support throughout the term
of the contract.
The Contractor shall provide a single point of contact
38 for the EDD for technical support throughout the term
of the contract.
B. ADMINISTRATIVE APPLICATION
The Administrative Application refers to EBP system functionality available to authorized
users of the EDD to perform EBP functions and to monitor and review EBP data. The
Administrative Application will be used by a select group of the EDD users to review
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program integrity, investigate fraud, perform second level problem resolution, and
monitor disaster recovery activities.
The Administrative Application will have a security subsystem that requires a unique
logon and password. User permissions will limit a user to specific types of actions,
transactions, and inquiries. The EDD seeks an online solution for user access
management.
The Administrative Application will need to be accessible using a standard web browser.
For reporting and audit purposes, the system will need to associate each authorized
user with an EDD branch and office. The EDD will have the ability to grant and create
access for its designated employees or representatives.
The Administrative Application will allow authorized users of the EDD to view the
following types of actions, transactions, and inquiries:
• Batch processing status information
• Funding Detail
• Funding Summary
• Card Activation Summary
• Demographic Information stored with Vendor
• Report Viewing
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
39 The Contractor's Website shall be available seven
(?) days per week, twenty-four (24) hours per day
and be available and operational 99.9% of the time
as described in Attachment V.2 Statement of Work -
EBP Service Requirements.
40 The Contractor's administrative application shall, on
average, process and respond to 98 percent of
administrative inquiries within two (2) seconds and
100 percent of administrative inquiries, on average,
within five (5) seconds, on a monthly basis.
41 The Contractor shall allow the EDD to set user
permissions to control level of access to the
administrative application.
42 The Contractor shall track and log all system access
of the administrative application.
43 The Contractor shall provide the audit trail log of
system access to the EDD on a daily basis.
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# DESCRIPTION (YIN) COMMENT
44 Contractor's Administrative Application shall provide
the EDD inquiry access to claimant account
information as provided by the EDD.
45 The Administrative Application reports shall be
available to EDD daily.
46 The Administrative Application reports shall be
available to EDD through the term of the contract
47 The Administrative Application reports shall be
electronically accessible to EDD.
48 The Contractor shall provide the EDD monthly and
annual reports of benefit payment transaction data.
49 The Contractor shall ensure scheduled maintenance
to the Administrative Applications will not exceed, in
aggregate, two (2) hours of down time per month;
unless agreed to with the EDD.
50 The Contractor shall provide a detailed description
of all capabilities of the Administrative Application.
51 The Contractor shall provide a detailed description
of the ad-hoc reporting capabilities of the
Administrative Application.
52 The Contractor shall ensure access to the
Administrative Application requires a second factor
of authentication.
53 The Contractor shall ensure the Administrative
Application supports the principles of separation of
duties and of least privilege. (e.g., by providing
unique EDD roles such as Administrator, Auditor,
and User.)
54 The Contractor shall ensure the Administrative
Application displays a system notification banner
that informs the user of system usage auditing,
monitoring, consent to monitoring, and penalties for
misuse.
55 The Contractor shall ensure the Administrative
Application requires user acknowledgement of the
system notification banner before granting access to
the system.
56 The Contractor shall ensure the Administrative
Application provides log-out capability for user-
initiated termination.
57 The Contractor shall ensure the Administrative
Application provides a log-out message that
indicates that the session has been reliably
terminated.
58 The Contractor shall ensure the Administrative
Application must automatically terminate a user-
session after a pre-determined period of user
inactivity.
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C. BATCH PROCESS, CASH SETTLEMENT, AND RECONCILIATION
The EBP service must operate in compliance with all applicable banking regulations of
the State of California and the Federal government. The EDD must account for and
reconcile UI and SDI benefit payments. Reconciliation is the process by which the
Contractor and the EDD monitor and manage the integrity of the EBP service. The
process includes accounting for all EBP transactions submitted to the Contractor by the
EDD. The EDD must ensure that all daily payment information is processed by the
Contractor with confirmation sent back to the EDD.
The Contractor will interface with the EDD via batch files transmitted from both the UI
and SDI payment sub-systems as well as a file transmitted from the Daily Transaction
sub-system detailing demographic changes. The Contractor shall be able to retrieve
batch files from the CalTech site on a daily basis by midnight (or on an otherwise
agreed upon schedule) and maintain data security while in transport, during processing,
and at rest.
The EDD requires the data files to be processed on a daily basis (seven days per
week), based on business need. If there is no activity on any given day, the EDD does
not transfer empty batch files. There are two types of data that the EDD will transfer to
the Contractor: demographic and benefit payment. Because UI and SDI payments are
processed separately, there are three files transferred in total: demographic, UI benefit
payment and SDI benefit payment. Demographic and benefit payment data will contain
requests with detailed actions and transactions.
Daily Batch File Record Counts (Table V.1) presents the approximate average daily
record counts for each file type within UI and SDI benefit payment files. The data is
based on a current aggregate EDD workload of approximately 4.4 million initial claims
per year. The EDD's future automation projects may impact the number of records
processed daily. For example, in the UI Modernization Project, claimants may certify
eligibility on a Sunday, thereby increasing Monday's volume of records to process. This
could potentially result in 500,000 payment records or more on a single day.
Table V.1 Current Daily Batch File Record Counts
Data Type Average Peak
Daily UI demographic data records 12,550 30,000
Daily SDI demographic data records 3,550 5,000
Daily U I payment data records 126,900 270,000
Daily SDI payment data records 19,000 46,000
The Contractor is required to provide acknowledgement to the EDD in response to each
data file transferred. The first acknowledgement will indicate that a file was successfully
received and validated within five minutes of the data transfer. The second
acknowledgement file shall reach the EDD within four hours after receipt of data file.
The second acknowledgement file will show what the Contractor did with each
demographic record (applied or rejected) and each benefit payment request (paid or
rejected). The Contractor is required to process the demographic update file before
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processing any payment request files. For each paid benefit payment request, the
Contractor will provide a "payment ID" tracking number generated in consecutive order.
This "payment ID" will be a unique eight character numeric identifier assigned by the
Contractor. The Contractor will generate and assign "payment IDs" to UI and SDI
benefit payments separately. Each payment request that fails or is rejected by the
Contractor will be returned with a code identifying the reason for failure or rejection.
The EDD and the Contractor will develop an escalation process that will clearly identify
phone numbers needed to manage production problems. None of these numbers will
be to an automated answering service.
The EDD and the Contractor will each identify a SPOC to facilitate the resolution to any
transfer and/or processing issue(s). The Contractor must specify the communication
method to readily contact the SPOC.
CO NT RA.OTO R
REQ AGREES
# DESCRIPTION ¥/N) COMMENT
The Contractor shall provide on-call staff members to
59 respond to data processing issues 24 hours per day,
seven (7) days per week.
As required by EDD, the Contractor shall document
and provide an escalation process for
communication and data processing issues,
60 including days and hours on-call staff members are
available, methods of contact, and response times,
according to the DED process as described in
Attachment V.1. E, Description of Deliverables.
As required by EDD, the Contractor shall provide an
Interface Control Document that fully describes the
file exchange process to be used, including batch
transfer process, timelines for processing payment
61
and demographic data files, disbursing benefit
payments, and any other timeframes, according to
the DED process as described in Attachment V.1. E,
Description of Deliverables.
The Contractor shall adhere to the file definitions, file
62 naming standards and file transmission parameters
provided in the Supplemental document.
The Contractor shall securely transfer files with the
63 EDD using the mutually agreed transfer mechanism
that meets the EDD's security requirements.
The Contractor shall return Acknowledgement files to
64 the EDD within five minutes for each batch file
transferred.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor's Demographic and Payment
Acknowledgement and 4-Hour Acknowledgement
and 12-l'vlonth Never-Active files shall contain the
65 following record types:
• Header Record
• Detail records
• Trailer record
The Contractor's Payment Acknowledgement data
file Header record shall include:
• Record Type
• File Type
• Client ID
66
• Creation Date
• Creation Time
• Revision Number
• Client File Tracking ID
• State Fund Type
The Contractor's Payment Acknowledgement data
file Detail record shall include:
• Record Type
• Status Code
67
• Expected Record Count
• Expected File Total Amount
• Actual Record Count
• Actual File Total Amount
The Contractor's Payment Acknowledgement data
file Trailer record shall include:
68
• Record Type
• Record Count
The Contractor's Demographic Acknowledgement
data file Header record shall include:
• Record Type
• File Type
69 • Client ID
• Creation Date
• Creation Time
• Revision Number
• Client File Tracking ID
The Contractor's Demographic Acknowledgement
data file Detail record shall include:
• Record Type
70
• Status Code
• Expected Record Count
• Actual Record Count
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor's Demographic Acknowledgement
data file Trailer record shall include:
71
• Record Type
• Record Count
The Contractor shall process each data file within
four (4) hours of receipt and return a 4-Hour
72
Acknowledgement for each file received detailing the
disposition of all data records.
The Contractor's Payment 4-Hour Acknowledgement
data file Header record shall include:
• Record Type
• File Type
• Client ID
73
• Creation Date
• Creation Time
• Revision Number
• Client File Tracking ID
• State Fund Type
The Contractor's Payment 4-Hour Acknowledgement
data file Detail record shall include:
• Record Type
• State Sequence Number
• State Claimant ID (EBP ID)
• State Program Code
74 • State Extension Code
• ACH Transmission Date
• Fund Date
• Amount Paid
• Payment Tracking ID
• Status Code
• Status Code Description
The Contractor's Payment 4-Hour Acknowledgement
data file Trailer record shall include:
• Record Type
• Record Count (Detail records only)
75 • File Total Amount Funded
• File Total Amount Authorized (from input file)
• File Total Amount Rejected
• Successful Record Count
• Error Record Count
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor's Demographic 4-Hour
Acknowledgement data file Header record shall
include:
• Record Type
• File Type
76
• Client ID
• Creation Date
• Creation Time
• Revision Number
• Client File Tracking ID
The Contractor's Demographic 4-Hour
Acknowledgement data file Detail record shall
include:
77 • Record Type
• State Claimant ID (EBP ID)
• Status Code
• Status Code Description
The Contractor's Demographic 4-Hour
Acknowledgement data file Trailer record shall
include:
78 • Record Type
• Record Count (Detail records only)
• Successful Record Count
• Error Record Count
The Contractor shall notify the EDD within four hours
79 of receipt if a transmitted file is unable to be
processed.
The Contractor shall process payment data within
80 four (4) hours of receipt to disburse benefit
payments.
The Contractor shall return a payment data file in
81
accordance with an agreed upon file format.
The Contractor shall distribute the entire benefit
amount to the EDD's benefit claimants within four
82
hours of cash settlement in the Contractor's bank
account.
The Contractor shall notify the EDD SPOC within
83 one hour when the data file fails to be transmitted to
the EDD according to the schedule.
The Contractor shall resend data to the EDD upon
84
the EDD's request within two hours from request.
The Contractor shall retain update data files for 72
85
hours (minimum) unless upon approval of the EDD.
The Contractor shall reconcile the deposit total(s) to
86 the total(s) on the daily transmission file before
transmitting to the EDD.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor shall provide a file confirmation to the
87
EDD for each daily receipt of cash.
The Contractor shall provide the EDD with view
access to the Contractor's Trust Account to view
88
daily data on bank account activity including
deposits, withdrawals and balances.
The Contractor shall ensure that the EDD's EBP
89
Funds reside in a California State Depository Bank.
The Contractor shall transmit, within four hours of
90 cash settlement, benefit payment data back to the
EDD.
The Contractor shall provide daily information on
cards that have not been activated for more than 365
91
days at a frequency not less than once each
business day.
The Contractor shall return exception data, within
four hours of receipt of the demographic data, to the
92 EDD indicating which accounts could not be
established, including the error codes describing the
reasons for exceptions.
:n:ie fii!i~klm st:iall ifleRtify flemggmpt=iiG aRfl paymeRt
flata fielfl IEmgtRs tt:iat am smaller tRaR tt:ie
GmrnspGRfliRg fiiiQQ flata fielfl leRgtt:is. +Re fiiiQQ's
93
file laygut witR fielfl lengtRs may be fuunfl in tRe SQI
am:J \JI Gu~F8Rt Fil88 GGGl.-.lITT8Rt in tR8 Elifl,:Jern'
bibrnw
The Bidder shall provide a list of characters that
94 result in enrollment failures when used in
demographic data.
D. CHANGE MANAGEMENT
Typically, change management is the process of developing a planned approach to
change in an organization. The transition of EBP services from one vendor
environment to another creates organizational impacts that must be considered as the
project progresses. The EDD's objective is to maximize the collective efforts of all
people involved in the change and minimize the risk of failure of implementing the
change.
The Contractor shall develop a Change Management Plan that documents both the
configuration management processes that the Contractor will employ to support the
transition of process changes (including defects, problems, and enhancements), as well
as steps for maximizing adoption of the new EBP services. The Contractor shall work
collaboratively to ensure the EBP services are deployed with minimal impact to the
EDD.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
As required by EDD, the Contractor shall develop a
Change Management Plan in accordance with the
95 Deliverable Expectations Document (DED) as
described in Attachment V.1. E, Description of
Deliverables.
The Contractor's Change Management Plan shall
describe the configuration management processes,
96 procedures and planned activities to support the
introduction of process changes that will impact the
EDD.
The Contractor shall provide organizational change
management to the EBP Project for the facilitation
97 and execution of organizational change
management activities based on the Change
Management Plan.
The Contractor shall immediately notify the EDD of
any changes to EBP services that would affect the
98
processes and activities presented in the EDD-
approved Change Management Plan.
The Contractor shall document EBP Configuration
99
items for the EDD within 5 days of identification.
The Contractor shall apprise the EDD within two (2)
100 days of when baseline is established for an EBP
Configuration item.
The Contractor shall inform the EDD of any changes
in its and/or subcontractor critical information,
ownership, contract termination, and other changes
101 that could impact the services or EDD's claimants at
least five business prior to the implementation of
these changes.
The Contractor shall notify the EDD in writing of
changes to the batch interface 30 days prior to the
102
change, including contractor vendor services
changes.
The Contractor shall provide a Defect Management
Plan within 30 days of contract execution which
defines at a minimum:
103 • Timelines for resolution
• Priority assignment matrix
• Escalation process
• Point of contact
The Contractor shall provide a Problem
104 Management Plan within 30 days of contract
execution.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
105 The Contractor shall revise any affected plan,
document, or material previously provided to or
approved by the EDD, within 30 days of any
changes to EBP services that would affect the
processes and activities presented in the EDD-
approved plan, document, or material.
106 All enhancements to the EBP service shall follow the
EDD's approved processes.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
Bidders should describe the defect resolution process for the EBP service, which shall include
107
timelines (Average and Expedited).
Bidders should describe how they would resolve production problems to the EBP service, which
108
shall include timelines (Average and Expedited).
Bidders should describe how they would implement enhancements to the EBP service, which shall
109
include timelines (Average and Expedited).
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 Cards can have a status of
Issued, Active, Suspended, Closed, 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 (POS), 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
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(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.
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall submit the documentation of its
business rules, processes and timelines for resolving
110 identified errors to claimants' accounts to the EDD
for review and approval within 30 days of contract
execution.
The Contractor shall document how errors are
111 logged, categorized and resolved and the
timeframes for resolution and provide it to the EDD.
For debit card accounts, the Contractor shall
document how new debit card accounts will be
112
assigned to existing claimants when the EDD
requests a new account.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) C®l'v11'v1ENT
Claimants shall have only one active debit card
113
account at a time.
The Contractor shall have the ability to assign more
than one debit card account to the same claimant at
114
EDD's direction, while keeping only one debit card
account active.
The Contractor shall have the ability to move
applicable funds from the inactive debit card account
115
to the new active debit card account at EDD's
direction.
The Contractor shall have the ability to reconcile all
benefit disbursements, issued via prepaid debit card,
116
direct deposit or direct deposit transfer, associated
with one claimant.
The Contractor shall document and provide to the
117 EDD the process for notifying claimants of potential
account closure due to fraudulent card activity.
The Contractor will allow new debit card accounts to
be created under the direction of the EDD when
118 debit card accounts have been closed and the
claimant is the victim of the fraudulent activity that
caused the card account to be closed.
Prior to establishing a direct deposit, the Contractor
shall utilize a pre-note process to confirm valid bank
119
account information with the claimant's designated
financial institution.
Until EDD is ready to provide claimants the option for
direct deposit, the Contractor shall provide claimants
120
the option of establishing direct deposit transfer at no
cost to EDD or the claimants.
During the availability of the direct deposit transfer,
the Contractor shall provide claimants the option of
121 establishing a single or recurring direct deposit
transfer for a portion or the entire benefit payment
amount to the bank account of their choice.
When EDD communicates its readiness to
implement direct deposit services, the Contractor will
122 discontinue direct deposit transfer services and
provide a seamless transition from direct deposit
transfer to direct deposit.
The Contractor shall be responsible for resolution of
errors in any disbursement method (debit card, direct
123
deposit transfer and direct deposit, check and digital
disbursement included.
The Contractor shall provide the EDD with its direct
124
deposit and error resolution process.
Upon receipt of funds from the EDD, the Contractor
shall transmit the direct deposit funds to the
125
claimant's account at the claimant's depository
institution.
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# DESCRIPTION (¥/N) C®l'v11'v1ENT
The Contractor will reimburse claimants for lost
interest and bank-related expenses (i.e., stop
126 payment fees, returned item fees, etc.) for failure to
deposit funds to the claimants account as required
by the EDD.
As required by EDD, the Contractor shall describe
debit card and direct deposit services available for
127 claimants living outside the continental United
States, according to the DED process as described
in Attachment V.1. E, Description of Deliverables.
The Contractor will issue new debit cards under the
128 direction of the EDD when debit cards expire and
claimants are issued new benefits.
The Contractor shall create a new EBP profile upon
129 receipt of demographic data for a new UI or SDI
claimant.
The Contractor shall disburse to each claimant the
130
entire amount the EDD authorizes.
131 The Contractor shall provide banked claimants the
option to establish direct deposit of their benefit
payments into bank accounts of their choice.
132 The Contractor shall accept the EDD generated
unique claimant identifier as the EDD's unique
identifier for each account.
133 The Contractor's Website shall provide claimants the
ability to initiate, modify or terminate their direct
deposit transfer options. This ability shall include:
• All of each benefit amount
• A portion of each benefit amount
• One time transfer
• Recurring transfers
134 The Contractor shall accept and record the EDD's
updates to claimants' Social Security Numbers.
135 The Contractor shall allow (shall not change or
impede) the EDD's current ability to offset future
payments in the event of a benefit overpayment.
136 The Contractor shall allow (shall not change or
impede) the EDD's current ability to offset future
payments in the event of a Child Support Intercept
(CSI) withholding.
137 The Contractor shall allow (shall not change or
impede) the EDD's current ability to offset future
payments in the event of a Voluntary Federal Income
Tax (VFIT) withholding.
138 The Contractor shall allow (shall not change or
impede) the EDD's current ability to authorize
payment of less-than or more-than the Weekly
Benefit Amount.
-1-39- T-h-e--Contractor---shall---a-11-ow--{shaH--not--ehan.g-e--or-
impede) the EDD's current ability to perform
payment trnnsfern.
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# DESCRIPTION (¥/N) C®l'v11'v1ENT
140 The Contractor shall allow (shall not change or
impede) the EDD's current ability to perform week-
ending date changes_
141 +he GGntFaGtGr shall ~m:iviGe alternative
Gi89blFSement payment methGGS at ng GGSt tG !iiiQQ
gr the Glaimants when the fGIIGwing GirrnmstanGes
GGGbl-F.
a_ +he Glaimant GGes nGt (jblali:J:y fm a get:.Jit GaFG
per banking regylatiGns; ang
b-,-The--G-!aimant--does--not-prnvide--bank-accoy-nt
inf-or:mat-fon-.for--d-irnct--depos-it
G, -Sblbparagrnph--b--shaH--not--appl-y--until---d-irnct
ooposit--i-s--irnpl-ern-ented,-
Altemative-------disb-ursement-----me-thods ----must------i-nclude
digi-ta!--di-sbu-r:sements--for--those--who--have--a--mean-s--of
rnceiving---digttal--dtsbursem-ent-,.--and--for-tho-se---who--do
not-;.-ch-e-ek-wrihng---se-rvice-s,-
142 The contractor's process shall allow the EDD to
account for each benefit payment disbursed to the
claimant.
143 The Contractor shall annually return (revert) the
entire card balance to the EDD for all debit cards
that one year has lapsed from the last date the card
was successfully funded in the event a debit card
has never been activated and the balance of the
account has never been reduced_
144 The Contractor's 12-l'vlonth Never-Active data file
Header record shall include:
• Record Type
• File Type
• Client ID
• Creation Date
• Creation Time
• Revision Number
• Client File Tracking ID
145 The Contractor's 12-l'vlonth Never-Active data file
Detail record shall include:
• Record Type
• State Claimant ID (EBP ID)
• Payment Tracking ID
• State Fund Type
• Client SSN
• Fund Date
• Amount Funded
• WeekEndDate1
• WeekEndDate2
• Debit Card Issue Date
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# DESCRIPTION (¥/N) COMMENT
146 The Contractor's 12-Month Never-Active data file
Trailer record shall include:
• Record Type
• Record Count (Detail records only)
• Total Amount Funded
• Total Amount Funded for DI
• Total Amount Funded for UI
147 The Contractor shall work with the executor,
administrator or heir of a deceased claimant to remit
any funds once the EBP funds have been
transferred to the Contractor.
148 The Contractor shall establish only one profile for
each claimant that can accept benefit payments for
both the UI and SDI programs.
149 The Contractor shall identify the program type for
each benefit payment: UI or SDI.
150 The Contractor shall add, implement, and support
new benefit types at the EDD's request.
151 The Contractor shall not sell, distribute, or use
claimant information for any purpose unrelated to
EBP without prior approval of the EDD.
152 The Contractor shall have the capability to associate
the activity that occurred under the wrong SSN with
the correct SSN for audit trail purposes.
153 The Contractor shall process all benefit payment
amounts provided by the EDD without alteration or
adjustment. The EDD will be solely responsible for
determining the accuracy of the benefit amount.
154 The Contractor must be able to issue debit cards to
minors as directed by the EDD. Minors are
claimants under 18 years of age.
F. CUSTOMER SERVICE
The EBP Service must accommodate future growth needs. The Capacity of Service
Plan will discuss how metrics will be monitored to ensure the services to claimants (i.e.,
IVR, Website, and Customer Service Centers) are sized correctly.
The EDD is determined to ensure its claimants and users have the best possible EBP
"experience." As part of this effort, the EBP service must be both adequately sized to
run the EDD's EBP transactions and properly tuned to enhance transaction processing
efficiency. The following requirements address EBP service capacity planning and
management.
Claimant Website
The Contractor shall provide a Web-based application (Website) to support claimant
financial inquiries. The Website must allow claimants to initiate, terminate or modify
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their direct deposit options, review detailed account information, and submit financial
correction requests. Claimants must be allowed to change their IVR or debit card PIN
and Website account password using this Website. The Contractor's Website shall be
available seven (7) days per week, twenty-four (24) hours per day and be available and
operational 99.9% of the time.
Interactive Voice Response Services /Customer Service Call Center
The Contractor shall provide claimant IVR services. The claimant IVR answers
claimants' questions regarding their electronic payments, helps them resolve problems
and allows them to establish and reset their PIN/password. The Bidder shall describe in
detail its ability to provide required IVR services. The Contractor's IVR shall be
available seven (7) days per week, twenty-four (24) hours per day and be available and
operational 99.9% of the time.
The Contractor shall provide a claimant Customer Service Center (CSC) that allows
claimants to speak to a CSR to answer claimants' questions and resolve problems. The
Bidder shall describe in detail its ability to provide required CSR services. The
Contractor's CSC shall be available seven (7) days per week, twenty-four (24) hours per
day and be available and operational 99.9% of the time.
CONTRACTOR
REQ AGREES
# DESCRIPTION (¥IN) COMMENT
The Contractor shall develop a Capacity of Service
Management Plan for the management of service
capacity and performance in accordance with an
approved OED. The Capacity of Service
Management Plan shall cover, but not be limited
to, the following areas:
• How EBP capacity requirements will be met.
155 • How capacity issues shall be managed for all
components of the EBP Project.
• How capacity utilization will be monitored and
capacity thresholds will be established.
• Corrective and escalation processes that will be
used in the event any capacity thresholds are
reached.
• List of services provided by the CSC .
The Contractor shall provide the EDD a service
capacity and performance data report on a weekly
basis in accordance with an approved OED. This
report shall include at a minimum:
156 • IVR Capacity
• Call Center Capacity
• Website Capacity
• Transaction Processing Platform Capacity
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# DESCRIPTION (¥/N) COMMENT
When EDD is ready to provide claimants the option
for direct deposit, the Contractor's Website shall
157 provide the ability for the claimant to initiate or
terminate their direct deposit and direct deposit
transfer options.
The Contractor's Website shall provide the ability
158 for claimants to change their secure identifiers (i.e.,
Debit Card PIN, IVR PIN, website password).
The Contractor's Website shall provide claimants
the ability to change their personal configuration
159
settings (i.e., email address, language settings
etc.).
The Contractor's Website shall provide claimants
160 the ability to view their personal demographic
information.
The Contractor's Website shall provide claimants
161 the ability to view their current debit card account
balance.
The Contractor's Website shall provide the ability
for claimants to view statement information on-line.
162 This service shall be available for claimants who
selected debit card and direct deposit transfer
services.
The Contractor's Website shall provide the
163 information for claimants to submit correction
requests for disputed transactions.
The Contractor shall submit to the EDD for
approval, prior to release, any material associated
164 with the EBP service that is available to the public
or the EDD's claimants via the Contractor's
Website.
The Contractor shall have a process for the EDD to
conduct testing on the Website prior to the
165
beginning of transition and during implementation
in a test environment via remote access.
As required by EDD, the Contractor shall
document and provide to the EDD a process for
166 the EDD to report Website problems, according to
the DED process as described in Attachment V.1.
E, Description of Deliverables.
The Contractor shall have a process for the EDD to
conduct testing on the claimant IVR in a test
167 environment via remote access prior to transition
and during implementation at least 60 days before
transition and implementation.
As required by EDD, the Contractor shall
document and provide to the EDD a process to
168 handle identified IVR system problems, according
to the DED process as described in Attachment
V.1. E, Description of Deliverables.
The Contractor shall use the EDD approved scripts
169
for the claimant IVR
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# DESCRIPTION (¥/N) COMMENT
The Contractor shall use EDD approved scripts in
the Contractor's IVR and Call Centers for
170
unanticipated events related to ESP processes and
transactions.
The Contractor shall develop, provide and maintain
171
IVR documentation for the EDD approved scripts.
The Contractor shall provide the EDD with a
172 weekly report on program calls unrelated to the
Contractor's responsibility.
The Contractor shall develop and maintain an EDD
Customer Service Manual for CSRs who respond
173
to calls from the EDD's claimants, authorized
representatives or heirs.
The Contractor shall provide to the EDD an
updated EDD Customer Service Manual within 30
174
days from the date of any change to the EBP
service.
As required by EDD, the Contractor shall submit to
the EDD for review and approval an EDD
Customer Service Manual for CSRs who respond
175 to calls from EDD claimants, authorized
representatives or heirs, according to the DED
process as described in Attachment V.1. E,
Description of Deliverables.
The Contractor shall permit the EDD to conduct
monitoring on the claimant CSC via remote access
176
at least monthly and more frequently if problems
have been identified.
The Contractor shall permit the EDD or its
177 designee to inspect the Contractor's CSC facility
upon the EDD's request.
The Contractor shall keep all databases, servers
178 and associated hardware related to the EDD
contract in the United States and its territories.
The Contractor shall report to the EDD as soon as
the contractor becomes aware of suspicious debit
179
card activity such as phishing, hacking or
compromised PINs.
As required by EDD, the Contractor shall provide
to the EDD the approved IVR call flow design, call
180 routing, and IVR script, according to the DED
process as described in Attachment V.1. E,
Description of Deliverables.
181 The Contractor shall have the ability to process
records 30% above highest production peak
workload during the term of the contract.
182 The Contractor shall assist the EDD in claimant
problem resolution related to benefit payment
transactions.
183 The Contractor shall provide services in
accordance with an EDD approved CSC Services
Plan.
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184 The Contractor shall only allow changes to
demographic information to be provided by the
EDD, except for electronic notification information
not provided by the EDD.
185 The Contractor shall refer claimants trying to
change demographic information, except for
electronic notification information not provided by
the EDD, to the EDD.
186 On a weekly basis, the Contractor's transaction
processing platform shall be 99.9 percent available
to process ESP-related transactions, excluding
scheduled outages.
187 The Contractor's Website shall support the two (2)
most recent versions of popular Web browsers (at
a minimum, Opera, Internet Explorer, Firefox,
Safari, and Metscape Google Chrome, Internet
ExQlorer, Firefox, and Safari) at the time the
service is implemented.
188 All user interface features of the Contractor's
Website shall work in a similar fashion on the two
most recent versions of popular Web browsers (at
a minimum, Opera, Internet Explorer, Firefox,
Safari, and Netscape) at the time the service is
implemented.
189 The Contractor's Website services shall be
available to claimants outside of the U.S.
190 The Contractor's Website shall be available, at a
minimum, in English and Spanish for both input
and screen presentation.
191 The Contractor's Website shall have the capability
to expand to provide services in up to three (3)
additional languages to be identified by EDD at no
cost to the EDD.
192 The Contractor's Website capacity shall be
scalable to accommodate unplanned increases in
the volume of claimant inquiries.
193 The Contractor shall provide secure web services,
website security certification, and application
security assessment verification processes
including mobile application ability.
194 The Contractor's Website shall provide claimants
the ability to view and print transactions for the
previous 60 days minimum.
195 The Contractor's Website shall provide claimants
the ability to view cash access locations.
196 The Contractor's Website shall provide a link to the
EDD's Website.
197 The Contractor's Website shall provide the
claimant with information regarding how to report a
lost or stolen debit card.
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# DESCRIPTION (¥/N) COMMENT
198 The Contractor shall provide the EDD with a
documented process for the modification of the
EBP website. For example, text changes, updated
or new links, image changes.
199 The Contractor shall electronically provide the EDD
monthly and annual reports of benefit payment
transaction data.
200 The Contractor shall provide the EDD with a
documented process for expedited Website
modifications. For example, text changes, updated
or new links, and image changes.
201 The Contractor shall provide and maintain a U.S.-
based claimant IVR that is operational seven (7)
days per week, twenty-four (24) hours per day,
except for routine scheduled maintenance not to
exceed two (2) hours per month.
202 The Contractor's blocked IVR calls shall be less
than 5% of total calls on a monthly average.
203 The Contractor shall ensure that no call is
transferred to voicemail or automatically
disconnected from the queue.
204 The Contractor shall ensure that calls are not
immediately placed on hold. A call immediately
placed on hold when answered by a CSR does not
meet the definition of "answered."
205 The Contractor's claimant IVR shall be available
through a toll-free number that is accessible in the
United States, its territories, and Canada.
206 The Contractor's claimant IVR shall be available
through a dedicated number that is internationally
accessible.
207 The Contractor shall provide services for the
claimant IVR in: English, Spanish, Armenian,
Tagalog, Punjabi, Cantonese, Mandarin,
Vietnamese languages and TTY-TDD (telephone
device for the deaf).
208 The Contractor shall ensure that all telephone
services offered by the Contractor are accessible
by touch tone, pulse, and rotary dial telephones.
209 The Contractor shall ensure that all telephone
services offered by the Contractor are accessible
by claimants using hearing impaired services such
as the California Relay Service.
210 In addition to the languages identified in the Req.
207, the Contractor shall have the capability to add
up to three (3) languages to the IVR at no cost to
the EDD.
211 The Contractor's claimant IVR shall provide referral
services for claimants who need assistance in
languages not serviced by the Contractor's
Customer Service Center.
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# DESCRIPTION (¥/N) COMMENT
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.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
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.
230 The Contractor's CSC shall be available through a
dedicated number that is internationally accessible.
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-TDD (telephone device for the deaf), twenty-
four (24) hours per day, seven (7) days per week.
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 identified by EDD at no cost to the EDD.
233 The Contractor's CSC shall provide referral
services for claimants who need assistance in
languages not serviced by the Contractor's CSC.
234 The Contractor shall have a process to ensure that
the CSC capacity is scalable to accommodate
significant changes in call volume.
235 The Contractor shall identify and refer to the EDD
all calls unrelated to the Contractor's responsibility
under this RFP and resulting contract.
236 The Contractor shall provide a process for the EDD
to directly speak to Contractor staff for priority
assistance from 7:00 a.m. to 6:00 p.m. on business
days.
237 The Contractor shall provide the ability for
claimants to check on the status of correction
requests.
238 Claimants shall have the option to request account
statements be discontinued when their account
balance is zero and there has been no transaction
activity for three months.
239 All modifications to the EBP website shall be at no
cost to the EDD, this includes the following
changes: text changes, updated or new links,
image changes.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
The Contractor's CSC facility should be located in the State of California. The facility shall
240
employ a minimum of 25% of the CSRs that support the EDD's EBP services.
Bidders should describe how they will assist the EDD in claimant problem resolution. For
241 example, this may be necessary when the EDD is contacted by members of the State or Federal
Legislature or the Governor's Office.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
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
242 subcontractor's entire platform.
c) How EBP capacity requirements will be met.
d) 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.
The Bidders should describe how the Website capacity is scalable to accommodate unplanned
243
increases in the volume of claimant inquiries.
Bidders should describe their Website's ability to accept correspondence (i.e., electronic
244
documentation for dispute resolution) or on line forms.
Bidders should describe the process for claimants to check on the status of disputed
245
transactions.
246 Bidders should describe how their website will provide the ability to view cash access locations.
Bidders should provide samples of Web pages, statements, dispute forms, or any other forms
247
available through the Website in their proposal response.
Bidders should describe their process for Website modifications requested by the EDD at no cost
248
to the EDD. For example, text changes, updated or new links, image changes.
Bidders should describe their process for expedited Website modifications requested by the EDD
249
at no cost to the EDD. For example, text changes, updated or new links, and image changes.
250 Bidders should describe their on line bill pay services available for the EDD's claimants.
Bidders should describe the language services available for the claimant IVR above the minimum
251 required of: English, Spanish, Armenian, Tagalog, Punjabi, Cantonese, Mandarin, Vietnamese
languages and TTY-TDD (telephone device for the deaf).
252 Bidders should describe the process for handling calls that may exceed the IVR call capacity.
253 Bidders should describe the process to handle IVR problems identified by claimants.
Bidders should describe their process to record and play new or modified IVR messages at no
254
cost to the EDD.
Bidders should describe their process to expedite new or modified IVR messages at no cost to
255
the EDD.
256 Bidders should describe all services provided by the CSC.
Bidders should describe the language services available for the CSC above the minimum
257 required of: English, Spanish, Armenian, Tagalog, Punjabi, Cantonese, Mandarin, Vietnamese
languages and TTY-TDD (telephone device for the deaf).
Bidders should describe how their CSC will have the capability to expand to provide services 3
258
additional languages at no cost to the EDD.
Bidders should describe how their CSC will provide referral services for claimants who need
259
assistance in languages not serviced by the Bidder's Customer Service Center.
Bidders should describe their process to ensure that the CSC capacity is scalable to
260
accommodate significant changes in call volume.
Bidders should describe how calls unrelated to the Bidder's responsibility under this RFP and
261
resulting contract will be identified and referred to the EDD.
Bidders should describe the process for the EDD to directly speak to Bidder staff for priority
262
assistance.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
Bidders should describe the number of days of transaction history available on their Website to
263 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.
Any Bidder that provides the option to speak with the CSR in the first announcement of IVR
264
choices will be awarded points.
G. DISASTER RECOVERY AND BUSINESS CONTINUITY
The Contractor shall establish a Disaster Recovery and Business Continuity Plan
(DRBCP) that includes a comprehensive set of measures and procedures to ensure that
the Contractor's essential, mission critical resources and infrastructures are maintained
or backed up by alternative methods during a temporary loss of services or a major
disaster, including the return to normal operations. A temporary loss of service is
defined as a loss of the facility or business processing, which causes vital business
processes to stop for less than twenty-four (24) hours. A major disaster is defined as a
loss of the facility or business processing, which causes vital business processes to
stop for more than twenty-four (24) hours. The Contractor's DRBCP shall be
complementary to the Contractor's normal emergency preparedness plans and shall be
aligned with the EDD Continuity Plan for Business.
The Contractor's DRBCP shall include plans to implement disaster recovery services to
re-establish communications, security and services with the EDD and to distribute debit
cards and deposit benefits to debit cards or perform direct deposit and direct deposit
transfers to claimants' bank accounts as well as plans to restore IVR, CSC and/or
Claimant Website services.
The Contractor's DRBCP shall, at a minimum, address three areas:
• Pre-disaster measures to minimize the overall impact of a disaster on systems
and resources and to maximize the Contractor's ability to recover from a disaster.
• Continuity measures to maintain mission-critical systems and resources required
to keep an organization in operational status.
• Recovery measures to restore all systems and resources to full, normal
operational status.
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall provide a California specific
Disaster Recovery and Business Continuity Plan
265 (DRBCP) in accordance with an approved DED, that
will include Roles and Responsibilities of Contractor
and EDD staff.
The Contractor shall provide the EDD with a DRBCP
266
30 days prior to implementation of EBP services.
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CONTRACl"l"OR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor's DRBCP shall comply with state and
267 federal regulations governing business
continuity/disaster recovery of the EDD.
The Contractor's DRBCP shall remain compliant with
268 regulatory changes throughout the term of the
contract.
The Contractor shall test the processes and activities
269
presented in the DRBCP at least annually.
'"f"he Contractor shall provide notification to the EDD
270 for its DRBCP testing 30 days prior to initiating
testing.
The Contractor shall provide the EDD a written
271 assessment of all DRBCP testing within 30 calendar
days following completion of each test.
'"f"he Contractor shall provide an annual briefing to
272
the EDD related to its DRBCP and processes.
The Contractor shall immediately notify the EDD of
any changes to EBP services that would affect the
273
processes and activities presented in the EDD-
accepted DRBCP.
The Contractor shall inform the EDD within one (1)
hour of the loss of any contracted services including
274
the service(s) disrupted and estimated time of
recovery.
'"f"he Contractor shall provide to the EDD disaster-
275 specific information to allow EDD staff to respond to
disaster-related questions from claimants.
The Contractor shall, in the event of a disaster,
provide support to the EDD to ensure the recovery of
276
connectivity between the EDD and the EBP service
within 10 hours.
The Contractor shall ensure that the service level
agreement applies to both the primary system and
277
any secondary systems used for business continuity
and disaster recovery.
The Contractor shall have measures and procedures
to ensure the disruptions to the Contractor's services
278
have no impact to claimants and include a critical
problem resolution and escalation process.
As required by EDD, the Contractor shall provide the
EDD with the recovery time objective for each
279 service provided, according to the DED process as
described in Attachment V.1. E, Description of
Deliverables.
'"f"he Contractor shall handle all provided services
280 during temporary loss of service anticipated to be
less than 24 hours.
The Contractor shall ensure that there are no costs
281 or burdens to the EDD or the claimants during the
execution or testing of a DRBCP.
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C®NTRACl"l"®R
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor shall provide redundant connections
282
to both EDD primary and alternate data centers.
The Contractor shall ensure that security controls
283 are enforced and maintained in disaster recovery
situations.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
Bidders should describe measures and procedures to ensure the disruptions to the Bidder's
284
services have no impact to claimants.
Bidders should submit a sample DR.SCP representative of the Bidder's normal recovery plans for
285
a major entity similar in scope to that described in this RFP.
286 Bidders should describe the recovery time objective for each service that will be provided.
Bidders should describe any enhancements to the Bidder's DR.SCP that will be made to
287
accommodate the EDD's EBP service.
Bidders should describe how they handle all provided services during temporary loss of service
288
anticipated to be less than 24 hours.
H. ELECTRONIC BENEFIT PAYMENTS
All benefit payment services offered pursuant to the resulting contract (debit card, direct
deposit transfer, direct deposit or alternative disbursement payment methods) shall be
at no cost to EDD or its claimants. When the Contractor begins processing payments
pursuant to the resulting contract, the Contractor shall disburse benefits to claimants via
debit cards supplied by the Contractor. Claimants shall have the option of establishing
direct deposit transfer for all or a portion of their benefits until EDD is ready to proceed
with direct deposit.
Once EDD is ready to proceed with direct deposit, the Contractor shall phase out direct
deposit transfer and implement direct deposit disbursements. This transition shall be
accomplished with no service interruption to EDD or its claimants. If a claimant's direct
deposit does not deposit into the designated account for any reason, the Contractor
shall automatically issue a debit card to the claimant at no cost to EDD or the claimant.
In the event that claimants are not qualified for a debit card per the bank regulations
and/or do not provide their bank information for direct deposit once it becomes
available, the Contractor shall provide an alternative disbursement payment method,
e.g., digital disbursements for those who have a means of receiving digital
disbursement, or check writing services. All claimants who will be receiving benefits via
debit card or direct deposit transfer will initially receive Visa or MasterCard branded
debit cards by mail as part of a Welcome Packet. The Welcome Packet will include
instructions on how to activate the card, how to establish direct deposit transfer, and
information regarding direct deposit when it becomes available.
The Contractor will provide, for the EDD's approval, the design, layout, content, and
technical specifications in producing all EBP debit card-related items, including the debit
card. The Contractor is responsible for all costs associated with the debit card
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issuance, including purchase of plastic stock, ordering, embossing, encoding and
delivering the debit card.
Each Debit Card will be associated with a Claimant's PIN. The cardholder will establish
a PIN associated with the debit card for use with Point of Sale and ATMs. The
cardholder will have the ability to change his/her PIN/password.
Cardholders whose debit cards are lost, stolen, or damaged will receive a replacement
debit card within a timeframe specified by the EDD.
Overdrafts are a known and managed element associated with debit cards. The EDD
will not be responsible for any overdrawn accounts against a debit card account; the
financial risk is assumed by the Contractor.
CONTRACTOR
REQ AGREES
#- DESCRIPTION (¥/NI) COMMENT
The Contractor shall conduct JAD
sessions with the EDD to establish policy,
process, and reporting for card
289 inactivation, expiration and replacement,
based on industry best practices, when a
debit card has not been activated or a
debit card is undeliverable.
The Contractor shall pay all costs
290 associated with debit card creation,
production, and distribution.
The Contractor shall pay all costs
associated with debit cardholder account
291
creation or direct deposit processing,
including pre-note processing.
The Contractor shall not extend credit to
292
cardholders via debit card transactions.
The Contractor shall assume financial risk
for overdrawn accounts which the
293 Contractor may recover from future
deposit, if any, made by the EDD to the
Cardholder's account.
As required by EDD, the Contractor shall
document and provide to the EDD its
process for expedited replacement of debit
294
cards, according to the DED process as
described in Attachment V.1. E,
Description of Deliverables.
The Contractor shall provide written
notification to the EDD, 30 days prior to
295 any changes that decrease the number of
California in-network (non-surcharge)
ATMs available by 5% or more.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/NI) COMMENT
As required by EDD, the Contractor shall
document and provide to the EDD a
document listing services that are
available to cardholders who may need
296 service outside of the United States and
those with FRO and ARO addresses,
according to the DED process as
described in Attachment V.1. E,
Description of Deliverables.
As required by EDD, the Contractor shall
document and provide to the EDD the
process for closing debit card accounts
and releasing the payment of remaining
297
balances to claimants when accounts are
closed, according to the DED process as
described in Attachment V.1. E,
Description of Deliverables.
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after tRs tlst:.lit GaFGRGltleF Ras aGtivatstl U:is
29& GaFG1. IHR8 GaFGRGIG18F Ras aGtivatsG1 tRe
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funds,
299 The Contractor shall document and
provide to the EDD the process, for
returning funds by electronic file transfer,
per the DED as described in Attachment
V.1. E, Description of Deliverables.
300 The Contractor shall provide a daily report
to the EDD for returned cards, containing
the claimant's first and last name, the
address the card was mailed to, and the
claimants EBR ID in a sortable and
exportable format.
301 The Contractor shall ensure that claimants
do not overdraw their debit card accounts.
302 The Contractor shall not allow claimants to
have the capability to obtain advances on
funds that have not been deposited.
303 The Contractor shall allow for claimant's
balance inquiry at ATMs.
304 The Contractor shall offer Zero Liability to
claimants for unauthorized use of debit
cards or debit card accounts.
305 The Contractor shall provide no less than
six (6) months of account statements
online.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/NI) COMMENT
306 The Contractor shall provide debit cards
that will be accepted at all participating
VISA. or MasterCard merchants, retailers
and A.TMs.
307 The Contractor shall provide a debit card
that supports both PIN-based and
signature transactions.
308 The Contractor shall automatically issue
new debit cards to claimants when their
card expires without requiring a request
from the EDD or the card holder.
309 Pursuant to Requirement 308, the
Contractor shall issue a new debit card
when there has been financial activity on
the cardholder's account within six months
of that card's expiration date.
340 +l:le GGRtractm shall close the GlairnaRt's
EiBf2 G!et;iit ca~G! accmmt ldprn1 ca~G!
eJ<piratirn1 wheR finaRcial transactirn1s have
llGt GGGld~rng ifl the last 12 f+IGRths anG! tt:ie
gal.;.u1ce is less them $2G.
344 6lprn1 the clGSbffe gf the accmmt, the
Gontractor agrnes tg rntb!m entirn galanGe
to EiQQ Gne yea~ fmrn the last G!ate tr:ie
ca~Gl was SldGGesst:ldlly fldRQSQ.
312 For claimants who are not offered or do not
select direct deposit, the Contractor shall
mail the card holder one (1) initial debit
card within 24 hours of receiving the data
file from the EDD.
313 The Contractor shall mail one (1)
replacement debit card no later than two
(2) business days following a cardholder's
request for a replacement card.
314 As required by EDD, the Contractor shall
document and provide to the EDD their
procedure for the replacement of an
expired cardholder's card, according to the
DED process as described in Attachment
V.1. E, Description of Deliverables.
315 The Contractor shall accept deposits to
claimants' EBP accounts from only the
EDD.
316 The Contractor shall allow merchant refund
amounts to be added to the debit card.
317 The Contractor shall provide a means for
the card holder to withdraw funds to a zero
balance.
318 The Contractor shall document and
provide to the EDD a process for PIN
issuance via toll-free line.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/NI) COMMENT
319 The Contractor shall allow cardholders to
change their PINs/passwords.
320 The Contractor shall not limit the number
of times cardholders may change their
PINs.
321 The Contractor shall not place a limit on
the number of replacement cards that may
be issued to a cardholder.
322 The Contractor shall send cardholders new
and replacement debit cards using no less
than U.S. Postal Service First-Class mail.
323 The debit card shall contain no less than
an ISO 7811-compliant high coercivity
magnetic strip.
324 The Contractor shall allow only one (1)
active profile per claimant.
325 The Contractor shall provide debit cards
for each claimant or their authorized
representative/heir in accordance with
common commercial standards for Visa or
MasterCard-branded cards.
326 The Contractor shall follow standard
commercial practices for debit card PIN
specifications in conformance with federal
and state laws, rules and regulations.
327 The Contractor shall have in-network (non-
surcharge) A.TMs available for use by the
cardholder in California and nationally
outside of California.
328 The Contractor shall conduct claimant
outreach in California Metropolitan
Statistical Areas (MSA.) affected by a
permanent A.TM decrease of 5% or more.
329 Contractor shall facilitate the following
disbursement options:
• Prepaid Debit card
• Direct Deposit Transfer (until direct
deposit option is established
• Direct Deposit
330 Until direct deposit is implemented, the
Contractor shall provide claimants the
option of receiving benefits by prepaid
debit card, or transferring all or any portion
of their benefit payments from their debit
card to their existing bank accounts at no
cost to the claimants.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/NI) COMMENT
331 The Contractor shall provide claimants
who elect direct deposit transfer with a way
to track deposits transfers to their account
via the Contractor's website and via calls
to Contractor's customer service call
center.
332 Until direct deposit is available, the
Contractor shall allow claimants to change
their payment disbursement type from
debit card to direct deposit transfer, or vice
versa, at any given time by going online or
by calling the contractor's customer service
center.
333 Once direct deposit is available, the
Contractor shall allow claimants to change
their payment disbursement type from
debit card to direct deposit, or vice versa,
at any given time by going online or by
calling the contractor's customer service
center.
334 The Contractor shall comply with any and
all applicable provisions of Regulation E,
12 CFR 205 et. seq., in providing
electronic payment services to claimants.
335 The Contractor shall complete the
origination of an outgoing ACH credit to
claimant's bank account upon receipt of
funds from the EDD.
336 The Contractor shall notify the EDD of all
undeliverable addresses.
337 The Contractor shall not charge the EDD
for claimant overdrafts, fraud, misuse, and
lost or stolen debit cards.
338 The Contractor shall send mail to
international addresses including FPO and
APO addresses.
339 As required by EDD, the Contractor shall
develop and provide to the EDD for
approval a plan to increase free out of
network ATM services in MSA affected by
a permanent ATM decrease of 5% or
more, according to the DED process as
described in Attachment V.1. E,
Description of Deliverables.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
340 Bidders should describe the process for undeliverable claimant mail.
Bidders should describe the steps to ensure that claimants do not overdraw their debit card
341
accounts.
Bidders should describe their archival and retrieval process for monthly claimant account
342
statements including timelines.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/NI) COMMENT
Bidders should describe their process for expediting delivery of monthly claimant account
343
statements including timelines.
344 Bidders should provide a sample claimant account statement.
Bidders should describe their available electronic communications (e.g. benefit deposit
345
notification and low balance alerts, etc.) services available to claimants.
Bidders should provide information on all in-network (non-surcharge) ATMs available for use by
346
the cardholder in California in accordance with the file format in Attachment V.4.
Bidders should provide information on all in-network (non-surcharge) ATMs available for use by
347
the cardholder nationally in accordance with the file format in Attachment V.4.
Bidders should provide information on all in-network (non-surcharge) ATMs available for use by
348
the card holder internationally in accordance with the file format in Attachment V.4.
Bidders should describe electronic funds transfer services available for the EDD's EBR
349
claimants.
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.
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall participate with its successor and the
350 EDD in good faith to assist in changeover planning,
preparation, testing, and implementation.
The Contractor shall develop an End of Contract Rian with
351 the EDD within six (6) months from contract execution in
accordance with the DED.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥IN) COMMENT
The Contractor shall deliver status reports to its successor
and the EDD at the frequency determined in the EBP End
352
of Contract Plan describing changeover activities during
the changeover period.
The Contractor shall document the results of changeover
353 activities defined within the Plan in the EBP Changeover
Activity Completion Report.
The Contractor shall provide information necessary to
354
facilitate the transition of services to its successor.
The Contractor shall convert, export, or otherwise
electronically deliver the data needed by its successor to
conduct operations and maintain operational continuity,
355
including, but not limited to debit card holder account data,
direct deposit data, and names and addresses for mailing,
reports, etc.
The Contractor shall provide any data needed by its
356
successor within one (1) week of request.
The Contractor shall provide any data needed by its
357 successor in a format that is non-proprietary and
approved by the EDD.
The Contractor shall be prohibited from sending non-EBP
promotional materials to the EDD's claimants after
358
contract termination without prior written approval from the
EDD.
The Contractor shall be prohibited from using or disclosing
359 information provided by the EDD after contract termination
without prior written approval from the EDD.
The Contractor shall cooperate with the EDD to assist with
the orderly transfer of services, function, and operation
360 provided by the Contractor hereunder to another service
provider at no cost to the EDD or the other service
provider.
The Contractor personnel critical to the transfer effort shall
361
be identified to the EDD.
The Contractor shall ensure the cooperation of its key
362
employees during the transfer process.
The Contractor shall provide, to the EDD at no cost,
written applicable requirements, standards, policies,
363 operating procedures, and other documentation relating to
the affected service and necessary access to the systems
and sites from which the affected service was provided.
The Contractor shall have the ability to transfer account
364 balances to the successor Contractor's debit card
accounts.
The Contractor shall provide the EDD approved
365
communications to claimants on end of contract activities.
The Contractor shall perform any necessary reconciliation
366 of financial data and transactions between the Contractor
and its successor during changeover.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (¥IN) COMMENT
The Contractor shall ensure that the EBP claimants will
367 have continuous and uninterrupted services during
contract changeover.
The Contractor shall provide extended services on a
month-to-month basis until the successor Contractor's
368
services are fully operational as determined by and at the
sole discretion of the EDD.
J. FEES AND SURCHARGES
Claimants receiving benefits via debit card, direct deposit transfer, direct deposit or
other alternative disbursement methods must receive Contractor services at no cost to
the claimant. Bidders will be evaluated on the fee schedule for costs/fees for other
banking services (i.e. expedited card delivery, foreign exchange, out of network ATM
transactions). The Bidder shall disclose how the Cardholder can avoid debit card
fees/surcharges._The Bidder shall use the Fee Schedule in Attachment V.3 to respond
to requirements in this section of the RFP. Evaluation points will be awarded based on
the services provided at no cost.
Debit Card: Standard debit card services include, but are not limited to: point of sale
transactions, point of sale with cash-back, ATM access to cash, and balance inquiry by
the Contractor's teller, ATM, IVR, and website. The bidder's proposal shall disclose all
services that will create fees or surcharges to the Cardholder.
The Bidder shall identify the locations of all in-network (non-surcharge) ATMs available
for use by the Cardholder in California. The Bidder shall describe the extent of
surcharge-free ATM networks available to the cardholders.
Evaluation of Cardholder fees/surcharges shall constitute a major portion of the
evaluation. The Bidder shall describe in detail the services that will have an associated
Card holder surcharge and/or fee, including the timing and circumstances under which
each Cardholder surcharge and/or fee is assessed.
Cardholder fees/surcharges associated with EBP services must be listed
separately on Attachment V.3 Fee Schedule. Cardholder fees/surcharges will
be evaluated. The Contractor shall not charge any fees/surcharges to
Cardholders that are not included in its proposal.
Direct Deposit: Until EDD is ready to provide claimants the option for direct deposit,
claimants will have the option of receiving benefits by debit card or establishing direct
deposit transfer at no cost. Once direct deposit options are established, customers
utilizing direct deposit transfer options shall automatically be enrolled in direct deposit.
There will be no service interruption to the EDD or to claimants when transitioning from
direct deposit transfer to direct deposit. Once direct deposit is established, direct deposit
transfers will no longer be an option. Contractor must process direct deposit from the
EDD directly to the bank account of claimant's choice.
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The Contractor shall provide claimants who receive direct deposit with a way to track
deposits of benefits into their account via the Contractor's website and via calls to
Contractor's customer service call center. The Contractor shall provide direct deposit
services to EDD's claimants at no cost and no fees to EDD's claimants or to EDD. In
doing so, the Contractor shall comply with any and all applicable provisions of the EFTA
and/or Regulation E, 12 CFR 205 et. seq., in providing direct deposit services to
claimants.
CONTRA.OTO R
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall only charge fees listed in
369 Attachment V.3, Fee Schedule, and shall not make
changes without prior approval of the EDD.
370 The EDD's cost for the EBP service shall not exceed
zero dollars ($0).
371 The Contractor shall charge fees only in accordance
with the EDD's approved Fee Schedule.
372 The Contractor's Website for customer service shall
be available to all claimants over the Internet at no
charge to the claimants, excluding third-party charges
to the claimants for access to the Internet.
373 The Contractor shall provide any account statements
to claimants that may be required under Federal
Reserve Regulation E.
374 The Contractor shall provide a minimum of two (2)
free inquiries per deposit to the Contractor's CSR
375 The Contractor shall not charge the EDD to identify,
track, and refer calls to the EDD that are unrelated to
this RFP and the resulting contract.
376 The Contractor shall not charge a fee for repeat calls
about an unresolved issue.
377 The Contractor shall not charge a fee to replace
undeliverable cards.
378 The Contractor shall not assess interest charges to
the cardholder's account.
379 The Contractor shall not apply a fee to the EDD or
claimants to initiate, process, modify, or terminate
their Direct Deposit or Direct Deposit transfer option.
380 The Contractor shall not apply an A.CH fee to the
claimants or EDD for the Direct Deposit or Direct
Deposit transfer option.
381 The Bidder shall provide a schedule of EBP services
with descriptions and related fees/surcharges, using
the Fee Schedule template in Attachment V.3.
K. GOVERNING REGULATIONS
As a California state department, the EDD must conform to State and Federal law and
guidelines. The Governing Regulations requirements identify applicable regulations for
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the EBP services. Bidders must be aware of the regulatory environment when
submitting a proposal in response to this EBP RFP.
CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
382 The Contractor shall comply with the Code of Federal
Regulations, Title 12 Banks and Banking.
383 The Contractor shall comply with NACHA-The
Electronic Payments Association's operating rules.
384 The Contractor shall ensure that each account is fully
insured to the limits provided by the Federal Deposit
Insurance Corporation (FDIC).
385 The Contractor shall comply with Division I of Title 22
of the California Code of Regulations, as well as
applicable sections of California Code, including the
Government Code, Public Contract Code, and
Unemployment Insurance Code. The Contractor shall
also comply with applicable sections of the United
States Code, the Code of Federal Regulations, and
requirements set forth by the U.S. Department of
Labor.
386 The Contractor shall bear all liability for losses
resulting from errors or omissions related to
disbursement of benefits.
387 The Contractor shall bear all liability for any losses
resulting from errors, omissions, fraud, and/or abuse
incurred by the Contractor's employees,
representatives, affiliates, or sub-contractors.
388 The indemnification responsibilities identified in
Exhibit C (GTC-610) of the Standard Agreement shall
survive and be enforceable after the Contract between
EDD and the successful Contractor terminates or
expires, and they shall be terminated only by written
agreement of the successful Contractor and EDD.
389 The Contractor shall execute and comply with EDD's
Indemnity Agreement.
390 The Contractor shall comply with the Bilingual
Services Act of 1977 (Dymally-Alatorre ), Government
Code Section 7290-7299.8.
391 The Contractor shall provide EBP Services that
support Americans with Disabilities Act of 1990 (ADA)
requirements (e.g., readers for the blind). The
Contractor shall also provide Welcome Packet
information in an ADA supported manner on its
website.
392 The Contractor shall not deny or refuse an account to
any EDD cardholder, other than to comply with
relevant law, such as the Bank Secrecy Act and the
USA Patriot Act.
393 The Contractor shall comply with the Information
Practices Act, California Civil Code §1798, et al.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) COMMENT
394 The Contractor shall be certified as PCI DSS
compliant or equivalent throughout the ESP service
contract, and shall provide verification of such
certification to the EDD when requested.
395 The Contractor shall provide the EDD, on an annual
basis, the Auditor's opinion of the annual SAS 70
audit for continuity, fraud, security, and reconciliation.
396 The Contractor shall comply with all of the
following:(a) applicable National Institute of Standards
and Technology (NIST) standards; (b) Code of
Federal Regulations Title 20 Section 603 et seq.; (c)
Office of Management and Budget (0MB) A.-130,
A.ppx. Ill, Security of Federal Automated Information
Resources; (d) State Information Security Policies as
prescribed in the State Administrative Manual,
Sections 5300 - 5399; (e) Section 508 of the
Rehabilitation A.ct (29 U.S.C. 794d), as amended by
the Workforce Investment A.ct of 1998 (P.L. 105-220)
and the Workforce Innovation and Opportunity A.ct of
2014, and the California Government Code 11135.
397 The Contractor shall be a registered depository bank
of the State of California.
398 The Contractor shall implement changes to this
contract at no cost to EDD or its claimants if changes
in Federal and/or State law make amendments to the
contract necessary.
399 The Bidders shall provide proof of current PCI DSS
certification with their proposals.
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 ED D'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
bylaw.
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.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
The Contractor shall provide from its fraud team or fraud
investigation unit a SPOC to work with an EDD fraud
400
SPOC to assist in investigation, detection, deterrence and
prevention activity.
The Contractor shall report and confirm at each quarterly
meeting a negative report or absence of any accidental or
401
inadvertent release of confidential EDD or Claimant
information.
The Contractor shall provide a single process/form by
which EDD Investigation Division can request transaction
402
history, still photo images AND/OR video images with one
request.
The Contractor's fraud SPOC shall be available during
403 business hours, 8 am to 5 pm Monday through Friday
(PT).
The Contractor's fraud SPOC shall be available after
404 business hours based on the EDD's business needs with
prior notification.
The Contractor shall have a representative (Custodian of
405 Record for court testimony) to testify during hearings for
subpoenaed documents.
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,
406
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.
The Contractor shall provide a quarterly report to the EDD
on trends, patterns and overall fraud related topics in the
California EBP service. This report shall include
information on new threats, new security related laws,
407
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.
The Bidders shall provide a description of its fraud
408 investigation process and when there would be interaction
with the EDD Investigation Division, in their bid package.
The Contractor shall retain in-network ATM video, photo,
409 and/or digital image data for a minimum of ti.velve (12)
rnGRt~s.120 days.
The Contractor shall document fraud detection procedures
410
and methodologies.
The Contractor shall cooperate with the EDD's
411 Investigation Division and/or its contractors with regard to
fraud investigations to the extent permissible by law.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
Bidders should describe their in-network ATM video, photo and/or digital image data retention
412
process including timelines beyond the twelve (12) month minimum required.
413 Bidders should describe their fraud detection procedures and methodologies.
M. MARKETING/ CUSTOMER COMMUNICATION
The EDD's marketing strategy includes distributing information to its customers
(claimants, employers, and medical service providers) six to eight weeks before
transition of the EBP services. As part of the transition approach, the Bidder must
develop informational and marketing materials for existing and new claimants on the
EBP services. The intent is to market the benefits of electronic payments to its
claimants as well as instructing them on how to access their benefit funds and avoid
potential fees/surcharges.
All claimant informational material must be user friendly, and describe the services
provided, including all possible claimant fees and how to avoid those fees. All
Contractor-prepared marketing, communication, and instructional materials developed
by the Contractor shall be reviewed and approved by the EDD prior to release to the
claimants.
Claimants who do not enroll in direct deposit will receive debit cards by mail as part of a
Welcome Packet. The Welcome Packet will include information regarding how to
establish a direct deposit transfer. Upon availability of direct deposit, the Welcome
Packet will be revised to replace direct deposit transfer information with direct deposit
information. The Welcome Packet will include instructions on how to initiate a direct
deposit transfer (until direct deposit is available), an EBP instructional pamphlet, and a
wallet-sized quick reference guide card. The Welcome Packet will be provided in the
language identified in the demographic record provided by the EDD payment system, at
a minimum in English and Spanish. The wallet-sized card will list all fees associated
with the debit card and have tips for how to avoid fees. The wallet-sized card may be
folded so that it can be carried with the debit card.
The Contractor will be expected to review and comment on other EBP marketing
materials prepared by the EDD.
CONTRACTOR
REQ AGREES
# DESCRIPTION (YIN) COMMENT
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CONTRACl"l"OR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
As required by EDD, the Contractor shall submit a
marketing and communications plan that includes but is not
limited to:
• Distribution to New and Existing Claimants,
Employers, Medical Service Providers
• Timeline begins no later than approximately 6 to 8
414
weeks prior to implementation
• EBP Service Literature
• Marketing Materialsffools
• How to Access Funds
• Fees and How to Avoid Fees
• Welcome Packet
• Review of the EDD's Prepared Materials
The Contractor shall develop information and marketing
415 materials including, but not limited to, FAQ sheets, EBP
service literature, and marketing tools.
The Contractor shall design and develop the Welcome
Packet in coordination with the EDD, to include the debit
card carrier, debit card for claimants who do not choose
416 direct deposit, instructional materials for use of the card,
how to set up direct deposit, and direct deposit transfer,
how to avoid fees, fee schedule, wallet-sized quick
reference guide, and mailing envelope.
The Contractor shall provide marketing and instructional
417
materials in English and Spanish at a minimum.
The Contractor shall ensure, to the extent possible,
418 marketing and instructional materials conform to the EDD
Graphic Standards Manual.
The Contractor shall provide marketing and instructional
419 materials written at a reading level no higher than the fifth
grade.
The wallet-sized quick reference guide shall be, at
420 minimum, printed on card stock according to EDD
specifications for durability.
The Contractor shall package the marketing/instructional
421 materials for new claimants in the form of a "Welcome
Packet."
The Contractor shall ensure that marketing/instructional
422 materials for claimants regarding the EBP service identify
the EDD as the project sponsor.
The Contractor shall identify the EDD on the Welcome
423
Packet envelope.
The Contractor shall notify the EDD of changes in policy
424 that affect claimants or their accounts at least five (5)
business days before the change in policy goes into effect.
The Contractor shall allow the EDD five (5) business days
425 to review and approve changes to policy that affect
claimants or their accounts.
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CONTRACl"l"OR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor shall be prohibited from sending non-EBP
426 promotional materials to the EDD's claimants without prior
written approval from the EDD.
The Contractor shall be prohibited from using or disclosing
427 information provided by the EDD or claimants for any
purpose not expressly authorized by the EDD.
All designs and graphics created by the Contractor for the
428
EBP services shall become the property of the EDD.
The Contractor shall use at a minimum a four-color printing
429
process to produce the EBP card.
The Contractor shall provide each new Cardholder (initial
debit card) a welcome packet that includes, at a minimum:
• EBP Debit Card carrier
• EBP Debit Card
• Instructions for activating EBP Debit Card
• Instructions for PIN selection
• Instructions on how to use the EBP Debit Card
• Wallet-Sized Card listing all fees and tips on how to
avoid them
• Identification of and definition of all associated fees for
using the EBP Debit Card
• Identification of and definitions of services that will
create costs or fees
• Tips on how to avoid fees
• Fee Schedule
• The claimants' rights and responsibilities .
430
• Frequently asked questions (include types of issues
anticipated and explain how they will be resolved)
• Where to call in case of questions
• How cardholder complaints are handled and the
timeframes associated with the process
• How suspected benefit fraud can be reported
• How to protect against fraud
• How to update account information
• Where in-network ATl\lls are located
• Replacement card information/instructions
• Direct deposit and direct deposit transfer enrollment
information
• Information on paperless monthly statements
• Information on security of card and PIN
• Procedure for reporting lost, stolen or damaged cards
• All customer service toll free numbers
The Contractor shall provide the Welcome Packet in
431
English or Spanish as indicated in the data file.
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GONTRACl"l"OR
REQ AGREES
# DESCRIPTION (¥/N) COMMENT
The Contractor shall be prohibited from advertising to
432 claimants on the EBP Debit Gard, on the IVR, through the
GSG, through the Website, or any marketing materials.
The Contractor shall support mailings to claimants in
433 California, the United States and its territories, and other
countries.
The Bidder's responses to each of the following requirements will be scored using the methodology
described in Section VIII, EVALUATION of this RFP.
434 Bidders should submit a claimant marketing and communications proposal including timelines.
Bidders should submit samples of marketing materials, instructional materials, and debit card
435
design(s), which may have been prepared for previous clients.
Bidders should describe how the EDD will be identified on the Welcome Packet envelope. For
436
example, the EDD logo may be used.
437 Bidders should provide a sample design for the GA EBP Debit Gard.
Bidders should provide a list of additional materials available to include in the Welcome Packet.
438 Items may include the Bidder's ability to provide Welcome Packet and marketing materials in
languages other than English or Spanish.
N. PROJECT MANAGEMENT
Given the size of EDD's UI and SDI programs, applying project management best
practices will be a critical success component in the EBP Project implementation. This
section presents contractual requirements related to project management practices,
documentation and plans. The contractual requirements present the mandatory and
minimum project management needs for the EDD's EBP Project.
The Contractor will deliver a detailed project schedule within 15 State business days of
contract execution. The schedule will address all planning, implementation and ongoing
activities including technical requirement definition, system design and development,
interface design and development, testing, and ongoing maintenance and operations
activities. The EDD will work with the Contractor to define the format used to develop
the Contractor's project schedule.
The EDD requires the Contractor to conduct regularly scheduled meetings (weekly,
monthly and as required) and conference calls with the EDD and other State project
staff, and will require regular updates to activities related to ongoing operations.
The Contractor shall develop and maintain an Ongoing Operations Forms Packet that
includes operational forms, processes and procedures related to the EBP service for
use by the EDD and other State project staff during the ongoing maintenance and
operations phase. The Contractor will maintain and update these products for the life of
the Contract. For requirements that reference "the OED" under N, Project Management,
please refer to Attachment V.1.E, Description of Deliverables.
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REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall develop a Project Management
439 Plan in accordance with the DED within 15 calendar
days of contract execution.
The Contractor shall develop a Project Schedule in
440 accordance with the DED within 15 calendar days of
contract execution.
The Contractor shall develop and submit a Staffing
441 Management Plan in accordance with the OED within
15 business days of contract execution.
The Contractor shall report progress on Project
442
Schedule tasks on a weekly basis.
The Contractor shall develop a Quality Assurance Plan
443
in accordance with the OED.
The Contractor shall develop a Risk and Issue
444
Management Plan in accordance with the OED.
The Contractor shall develop an Implementation
445
Management Plan in accordance with the OED.
The Contractor shall develop a Communication Plan in
446
accordance with the DED.
The Contractor shall develop a Maintenance and
447
Operations Plan in accordance with the OED.
The Contractor Project Manager shall report
448
organizationally to the EDD IT Project Manager.
The Contractor's Project Manager shall attend status
meetings (weekly, monthly and as required) with the
449
EDD's EBP Project stakeholders in the Sacramento,
California area.
As required by the EDD, additional Contractor staff shall
450 attend weekly status meetings at EDD in the EBP
Project Office in the Sacramento, California area.
The Contractor shall prepare and deliver weekly Status
451
Reports in accordance with the DED.
The Contractor shall prepare and deliver Monthly
452
Progress Report in accordance with the DED.
As requested by the EDD, appropriate Contractor staff
453 shall participate in stakeholder group meetings in the
Sacramento, California area.
The Contractor shall provide project management
454 documentation upon request of the EDD or federal
agency.
The Contractor shall prepare an Ongoing Operations
455
Forms Packet in accordance with the DED.
The Contractor shall use project management, word
processing, presentation, spreadsheet, and database
456 management products that are compatible with
Microsoft Office and Microsoft Project versions
consistent with the EDD's current software.
The Contractor shall establish and maintain an
457
integrated EBP project schedule.
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REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall establish and maintain a schedule
458 management process for the Contractor's portion of the
project.
The Contractor shall coordinate and facilitate Project
459 Schedule reviews and update meetings with the EBP
Project Team.
The Contractor shall develop the EBP project Work
460 Breakdown Structure (WBS) in collaboration with the
EBP Project Team.
The Contractor shall provide a weekly forecast of the
461
remaining work in the project schedule.
The Contractor shall provide weekly schedule updates
462
of time and resource variances, risks, and issues.
The Contractor shall, at a minimum, document and
463 provide to EDD project management lessons learned
upon completion of each project phase.
0. PROJECT STAFFING
This section presents requirements for project staffing which reflect the mandatory and
minimum staffing needs for the EBP Project. Each position has minimum experience
requirements. Contractor staff will be required to complete and sign Form 700,
Statement of Economic Interest, when commencing work on the EBP Project.
During the term of the Contract, the EDD reserves the right to approve or disapprove
the Contractor's staff, including but not limited to any subcontractor's staff assigned to
the project. Additionally, the EDD reserves the right to review and approve or
disapprove any proposed changes of staff or staffing levels.
1. Project Manager
The Contractor's Project Manager is the primary point of contact between the
Contractor and the EDD. He/she monitors, controls and coordinates all
Contractor resources and activities, and ensures that appropriate resources are
available during the term of the contract.
The Project Manager leads the Contractor's implementation and day-to-day
activities, including overall performance and contract compliance. He/she is
responsible for the quality and timely completion of tasks and deliverables,
monitoring and control of the project schedule, resolution of issues and
mitigation of risks.
The Project Manager works closely with the EDD Project Director and State
staff, and will periodically (weekly, monthly or as required) present the status of
project activities through written reports, oral briefings and participation in
meetings.
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2. Technical Project Manager
The Contractor's Technical Project Manager facilitates the system design
process and ensures that the Bidder provides appropriate technical resources
during the design, development and implementation of the EBP service. He/she
provides leadership and coordinates resources in support of technical
requirement definition, service design, interface development, testing, and
ongoing maintenance and operations.
The Technical Project Manager will participate in the system requirements
definition and design, interface design and development, testing and resolution of
ongoing operation issues. He/she will develop and design all system design
reports, technical deliverables and work authorizations.
The Technical Project Manager works closely with the EDD Project Team
(including the Project Manager and Technical Manager) and State staff, and will
periodically (weekly, monthly or as required) present the status of technical
project activities through written reports, oral briefings and participation in
meetings.
3. Project Scheduler
The Contractor's Project Scheduler creates and maintains the schedule for
planning and implementation activities. The schedule must include all tasks and
activities required to be performed by the Contractor or the Contractor's
subcontractors, the EDD and any other individuals or organizations whose
activities affect the project. The schedule will also show task dependencies and
allow critical path analysis, and will be sufficiently detailed to support advance
scheduling and allocation of resources for all involved parties.
The Project Scheduler also develops and maintains any other schedules needed
to successfully manage the project, including work authorization schedules, as
required.
The Project Scheduler works closely with the EBP Project Team.
REQ
# DESCRIPTION
The Contractor's Project Manager shall be allocated
full-time to the EBP Project through system acceptance
464
and transition and as needed by the EDD throughout
the term of the contract.
The Project Manager shall be available and accessible
465 to the EDD's EBP Project staff twenty-four (24) hours a
day, seven (7) days a week, as required by the EDD.
The Project Manager shall be on-site in the
466 Sacramento, California area within one (1) hour of the
EDD's request.
The Contractor shall provide a single point of contact
467 specifically assigned to the EDD's EBP service through
the term of the contract.
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# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall provide a representative to attend
468
meetings (for example legislative hearings).
The Contractor's Project Scheduler should have a
469 minimum of five (5) years of experience using Microsoft
Project 2010 or a later version.
The Contractor's Project Scheduler shall work directly
470
with the EBP Project Team.
The Project Scheduler shall meet with the EBP Project
471 Team to review the schedule variance reports and
identify possible causes of variances.
The following Contractor positions, at a minimum, shall
be identified as key staff:
472 • Project Manager
• Technical Project Manager
• Project Scheduler
The Contractor's Project Manager shall respond to and
473 address Independent Verification and Validation (IV&V)
oversight project review findings.
The Contractor shall not knowingly engage, on a full or
part-time basis, any personnel who are in the
474
employment of the EDD, without prior written approval
of the EDD.
P. REPORTS
State and Federal laws govern the activities of the EDD in managing UI/SDI benefit
payments. The EDD relies on a large number of Management Information System
(MIS) reporting requirements in its daily operations. The Contractor will be required to
meet the demands for reporting. For Requirements that reference "the OED" under P,
Reports, please refer to Attachment V.1.E, Description of Deliverables.
CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I COMMENT
The Contractor shall describe its suite of reports for
475 EBP services to the EDD at least two weeks prior to
scheduled JAD sessions.
The Contractor shall provide and maintain a web
476 browser-based reports application for the EDD users to
view and print reports, and download data.
The Contractor shall provide detailed definitions of data
477
used in reports.
The Contractor shall provide to EDD ongoing monthly
and annual reports on security breaches of confidential
478 information and security incidents of compromised
system issues whether or not a security breach or
incident has occurred.
The Contractor shall make available reports identified
479 by the EDD during end of contract transition using the
reports application.
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# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall report time slices at least hourly,
480 for a 24 hour period beginning at 12 am for all lVR,
CSC, and Website reports.
The Contractor shall have a process for archiving and
481
restoring the EDD's EBP reports.
The Contractor shall archive reports no sooner than one
482
(1) year with data retrieval within three hours.
As required by EDD, the Contractor shall report on the
483
number of hits per web page.
As required by EDD, the Contractor shall report on the
484
number of call attempts to the IVR.
As required by EDD, the Contractor shall report on the
485 number of calls completed in the IVR by number of
users, inquiry type (options) and language type.
As required by EDD, the Contractor shall report on the
486
number of blocked/incomplete calls to the IVR.
As required by EDD, the Contractor shall report on the
487 number of calls abandoned in the IVR by inquiry type
(options), language type, and the IVR scripting location.
As required by EDD, the Contractor shall report on the
488
average number of minutes per completed call.
As required by EDD, the Contractor shall report on the
489
total number of minutes per calls completed.
As required by EDD, the Contractor shall report on the
number of unique Automatic Number Identifications
490
(AN ls) and the frequency they are accessing the toll
free number.
As required by EDD, the Contractor shall report on the
491 number of inquiries to the IVR by inquiry type (options)
and language type.
As required by EDD, the Contractor shall report on the
492 number of calls to CSRs by inquiry type (options),
language type, and IVR scripting location.
As required by EDD, the Contractor shall report on the
493 number of calls placed in queue to speak with a CSR by
inquiry type (options) and language type.
As required by EDD, the Contractor shall report on the
average wait time (Average Speed of Answer) and total
494
wait time to speak with a CSR by inquiry type (options)
and language type.
As required by EDD, the Contractor shall report on the
average and total wait time in queue before abandoning
495
while waiting to speak to a CSR by inquiry type
(options) and language type.
As required by EDD, the Contractor shall report on the
496 number of live calls accepted by CSRs and by language
type.
As required by EDD, the Contractor shall report on the
497 average and total talk time for calls answered by a
CSR, by language type.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
As required by EDD, the Contractor shall report on the
number of calls answered by the CSR without being
498
placed in a queue by inquiry type (options) and by
language type.
As required by EDD, the Contractor shall report on the
number of calls deflected (no available CSRs or queues
499
are full) by total, inquiry type (options) and by language
type.
As required by EDD, the Contractor shall report on the
500 number of calls abandoned while in queue by inquiry
type (options) and language type.
The Contractor shall report monthly on the total number
501
of daily available CSRs.
The Contractor shall provide daily aggregated data on
debit card transactions including:
• Date
502 • Transaction (A.TM, ROS Signature, ROS PIN,
Teller, Electronic Payment, etc.) Percent by type
• Transaction (A.TM, ROS Signature, ROS PIN,
Teller, Electronic Payment, etc.) A.mount by type
The Contractor shall provide Daily, Weekly and Monthly
Deposit Data including:
• Date
• Total A.mount Deposited
503 • Total A.mount Remaining
• Total A.mount Spent
• Total A.mount Transferred to Direct Deposit
Accounts
• Total A.mount Deposited by Fund Type
The Contractor will monitor Customer Service calls to
504 ensure quality service and address Customer
complaints.
The Contractor shall keep logs of Customer Service
505 calls and will categorize and report all calls in daily,
weekly and monthly reports.
The Contractor shall report daily aggregated data on
debit card transactions including:
• Date
506 • The number of transactions processed
• The number of debit cards activated
• The number of new account protests
• The number of resolved account protests
The Contractor shall report daily aggregated data on:
• The number of lost debit cards
507 • The number of debit cards reported as stolen
• The number of accounts closed due to fraud
• The number of reissued debit cards
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall provide a monthly report that
would include, at a minimum, the following:
• The estimated variable cost of the Contractor per
monthly claimant count.
• The estimated monthly fixed costs related to
managing the EBP Service.
• The internal rate of return percent utilized by the
508 Contractor in financial evaluations.
• The processing fees and other usage fees earned
by the Contractor or its subcontractor(s) and others
under this Contract.
• The average amount of time from debit card
issuance to activation.
• The average A.TM withdrawal amount.
• The average POS revenue .
The Contractor shall provide daily and monthly reports
509 that substantiate the Contractor's ability to meet
required Service Level Agreements.
The Contractor shall provide daily reports on:
• Date
• Number of direct deposits and direct deposit
transfers processed
• Total amount deposited in Direct Deposit Accounts
510 • Number of debit card deposits by type (UI or SDI)
• A.mount of debit card deposits by type (UI or SDI)
• Number of alternative disbursement payments
processed for those who are not qualified for debit
card or direct deposit services by fund type (UI or
SDI).
The Contractor shall report on monthly successful
payment data, including:
• EDD Fund Type Identifier (i.e., UI or SDI)
• Paid Date
511
• Item Count
• A.mount Paid By Date
• Total A.mount Paid
• Total Item Count
The Contractor shall report in monthly exception
payment data, including:
• EDD Fund Type Identifier (i.e., UI or SDI)
• Transmit Date
512
• Item Count
• A.mount Not Paid By Date
• Total A.mount Not Paid
• Total Item Count
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CONTRACTOR
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# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall report daily on the number of
513
claimants and active debit cards.
The Contractor shall report daily on the number of debit
514 cards not delivered and the corresponding claimant
data.
The Contractor shall report daily on the claimant
515
demographic failed enrollments.
The Contractor shall report daily on the payment
516
rejects.
The Contractor shall provide reports that will validate
517 the Contractor's performance under the liquidated
damages section of the SOW Attachment V.1.
On a daily basis the Contractor shall report on the total
518 amount held in trust (Contractor's Trust Account)
pending debit card activation.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
Bidders should describe all reports that will validate the Bidder's performance under the liquidated
519
damages section of the SOW Attachment V.1.
Q. SECURITY
The EDD assesses security controls against NIST standards. Security standards
utilized by the contractor must be commensurate, or exceed, minimum security controls
for a moderate system as defined in NIST SP 800-53, Rev. 4.
The Contractor's security certification, security accreditation, or security audit must be
equivalent or superior to accreditation under NIST guidelines.
The Contractor will comply with all applicable Federal and State laws and regulations
governing identity and privacy protections.
CONTRACTOR
REQ AGREES
# DESCRIPTION (¥IN) I COMMENT
As required by EDD, the Contractor shall provide for
review and approval a Security Plan in accordance with
520 the DED (CA specific) according to the DED process as
described in Attachment V.1. E, Description of
Deliverables.
The Contractor shall provide a Security Plan that
521
describes compliance of security control requirements.
The Contractor shall provide, for review and approval to
the EDD, changes to the Security Plan as may be
522 required by law or by changes in the standards
governing its Security Plan, or for the purpose of
improving risk management.
The Contractor shall document and make available to
523 the EDD, its process for verifying the identity of
claimants.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall provide testing-preproduction
524 interfaces that meet the same security requirements as
production.
The Contractor shall restrict access to EDD confidential
525
data to authorized staff on a need to know basis.
The Contractor's processes to destruct confidential data
526 must at least be as secure as those defined in NIST SP
800-53 Rev. 4.
The Contractor shall provide an annual briefing to the
EDD on the overall California EBP security system (i.e.,
California, commercial, and Contractor components)
527 specifying, at a minimum:
• New threats identified
• New security-related laws, regulations, or
standards that must be met by the service.
The Contractor shall transmit and receive encrypted
confidential data to and from the EDD over either a
528 secure private connection or public network protected
by strong encryption in accordance with FIPS 140-2
standards.
The Contractor shall work with the EDD to ensure
529 transmissions shall be mutually authenticated with a
strong authentication method.
The Contractor shall inform the EDD pursuant to the
procedures set forth in Exhibit D upon detection of
incidents or security breach exposures of EDD
530
confidential information that may have compromised an
individual's confidential information or the integrity
and/or the secure delivery of the EBP services.
The Contractor shall identify the responsible person/unit
531 and provide contact information for the coordination of
Disaster Recovery and incident response.
The Contractor shall inform the EDD of actions taken or
to be taken daily, as a result of each disclosure and/or
532 incident that has compromised the integrity of the EDD's
confidential information and/or secure delivery of EBP
services, and ending when all actions are completed.
The Contractor's incident information shall include but
not be limited to: the initial steps taken to isolate and
533 contain the breach, detailed reporting including a root
cause analysis, a corrective action plan, and reports for
progress of mitigation actions being taken.
When an incident involving unauthorized disclosure
and/or a security breach that involves personally
identifiable information, the Contractor shall report the
534 plan for security breach notifications. The disclosure
notifications shall be made in the most expedient time
possible and without unreasonable delay as defined
under the CA. Civil Code §1798.29.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall safeguard confidential information
for authorized personnel by:
• Monitoring and supervising limited access to
confidential information.
535 • Informing employees, contractors and
subcontractors of the sanctions specified by CA.
laws (e.g. Information Practices A.ct of 1977, CUIC,
Renal Code) for unauthorized disclosure of
confidential information.
+t:le Grn~tmGtG~'s pimGesses to flestrnGt Grn~Me1~tial flata
536 l+lb!St at least t;ie as S8Gbl~8 as tt:!GS8 flefiR89 iR ~JIS+ Sf2
€1QQ SJ, Rev. 4.
The Contractor shall secure access to the
administrative application in normal and disaster
537
recovery situations using access control, authentication
methods, and encryption.
The Contractor shall be able to support new information
538
to verify claimant identity when provided by the EDD.
The Contractor shall implement IP address restrictions
539 to limit data transfers from only designated EDD
network addresses.
The contractor shall ensure that staff are required to
540 take Privacy and Information Security training before
access to EDD data is granted and annually thereafter.
The Contractor shall ensure adequate auditing capacity
and that audit data is available for all services in order
541 to provide the EDD with information needed to recreate
transactions, a user's activity, or any access made to
specific data/accounts.
The Contractor shall provide audit data to EDD upon
542
demand.
The Contractor shall retain audit logs for a minimum of
543
seven years.
The Bidder's responses to each of the following requirements will be scored using the
methodology described in Section VIII, EVALUATION of this RFP.
Bidders should describe how services shall be secured. Responses should address, at a
544 minimum, access control, authentication methods, auditing, monitoring (data and file transfer,
application) and encryption.
545 Bidders should describe how they will ensure maximum availability for EBR services.
R. TESTING
The purpose of testing is to ensure each component and interface between
components, and the service as a whole, functions as designed. The EBP service will
be tested in stages to keep the number of variables to a minimum in both the application
and test environment for each stage of testing. Testing starts with the evaluation of the
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simplest element, and progresses to testing of the full EBP service in the production-
equivalent environment.
The types of testing to be conducted include:
• Unit - Testing of small groups of modules that are functionally related.
• Interface - Testing of each EBP service interface.
• Integration - Testing of major functional areas and workflows using basic
business cases.
• System Testing - EDD conducted testing of all business workflows.
• User Acceptance - EDD conducted testing of all business workflows to determine
whether or not to accept a service.
Prior to initiation of testing activities, the Contractor will conduct a functional
demonstration of planned system functionality.
CONTRACTOR
REQ AGREES
# DESCRIPTION (¥/N) I
COMMENT
As required by EDD, the Contractor shall develop and
submit for approval a Master Test Plan in accordance
546
with the DED as described in Attachment V.1. E,
Description of Deliverables.
"As required by: EDD, the Contractor shall abide by:
IEEE Standards 829-1989 for software testing using an
EDD aQQroved tool and/or method and in accordance
with the DED as described in Attachment V.1. E_
547 Descri Qtion of Del ivem blesAs--re-q-u-irnd--by--E-DD;---th-e
Con-tr:actor-sh-all---abi-d-e--by--l-EE-E---StaR-d-ar-d-s--82-S---i-9-8-9--for
sof-twarn--teshn-g---in---accor:dance---with--the---D-E-D--as
described in Attachment V 1. E, Description of
Deliverables.
As required by EDD, the Contractor shall be responsible
for building test plans, executing test plans, and
548 creating quality reports in accordance with the DED as
described in Attachment V.1. E, Description of
Deliverables.
As required by EDD, the Contractor shall provide its test
plans and test results to the EDD for evaluation and
549
validation, and to augment it with the EDD's own
testing.
As required by EDD, the Contractor shall provide the
EDD with an escalation process for communication and
550 data processing issues throughout preproduction test
phases in accordance with the DED as described in
Attachment V.1. E, Description of Deliverables.
The Contractor shall maintain testing environments
which include adequate infrastructure to support Unit
551 Testing, Interface Testing, Integration Testing, System
Testing, Performance Testing, and User Acceptance
Testing.
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# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall create and maintain separate
552 development, test, preproduction, and production
environments.
The Contractor shall perform development and testing
553
in secure non-production environments.
The Contractor shall maintain the ability, during all
554 phases of testing, to accept and send files and data
containing dates other than the current date.
The Contractor shall maintain, during all phases of
555 testing, the ability to change system date and time as
necessary (past or future).
The Contractor shall maintain the ability, during all
556 phases of testing, to save, restore, and reuse
established test data in coordination with the EDD.
The Contractor shall delete or obfuscate protected test
data (e.g., confidential and personal information, name,
557 SSN, address, date of birth, telephone number) if used
in manuals, training materials, research applications,
etc.
The Contractor shall make staff available to the EDD
during the course of pre-production testing to answer
558
any questions and/or address any problems that may
arise.
The Contractor shall complete all testing activities prior
559
to the agreed implementation date.
The Contractor shall coordinate testing (data and
560 scenarios) with the EDD for multiple session dates
between the Contractor and the EDD.
The Contractor shall provide test results based on
Pacific standard time to the EDD following the
561
completion of each test within a timeframe agreed upon
by the Contractor and the EDD.
The Contractor shall permit the EDD access to any of
the test environments established for this effort, during
562
business hours for a minimum of four (4) hours per
week.
+RS GGntFaGtGF £Rall at:.liGie t:.ly lfi.JiiE StanG1aFG18 €129
5-@3 1989 for s0ftwam testing using an EDD approveG1 tool
and/or-method-,
The Contractor shall measure and establish baseline
564 performance (data file transfer) metrics using the
current load.
As required by EDD, the Contractor shall provide to the
565 EDD a report of performance measures of the data
transfer rate.
The Contractor shall resolve any defects found during
566
testing in accordance with the Master Test Rian.
As required by EDD, the Contractor shall conduct
567
testing on EBR interfaces.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall review Interface Test Plan details
with the EDD and receive the EDD's approval to
568
proceed prior to conducting the planned initial testing for
each interface.
The Contractor shall develop Test Scripts for interface
569 testing in accordance with the DED as described in
Attachment V.1. E, Description of Deliverables.
The Contractor shall participate in testing debriefs with
570
the EDD after Interface Testing.
As required by EDD, the Contractor shall conduct
571
integration testing of the EBP service.
The Contractor shall provide an Integration Test Plan in
572 accordance with the DED as described in Attachment
V.1. E, Description of Deliverables.
The Contractor shall develop Test Scripts for integration
573 testing in accordance with the DED as described in
Attachment V.1. E, Description of Deliverables.
The Contractor shall review the Integration Test Plan
574 details with the EDD and receive the EDD's approval to
proceed prior to conducting the planned testing.
The Contractor shall conduct integration testing in a test
environment that simulates the production environment
575
with scripted data, business scenario inputs, and
interfaces.
The Contractor shall participate in testing debriefs with
576
the EDD after Integration Testing.
The Contractor shall participate in EDD-conducted, end-
577
to-end System Testing of the EBP service.
The Contractor shall provide a System Test Plan in
578 accordance with the DED as described in Attachment
V.1. E, Description of Deliverables.
The Contractor shall provide a testing environment for
the EDD's System Testing in accordance with the DED
579
as described in Attachment V.1. E, Description of
Deliverables.
The Contractor shall successfully complete interface
580 testing and integration testing prior to System Testing
the EBP service.
The Contractor shall provide on-site staff, as requested
by the EDD, at the EDD Central Office in Sacramento,
581
CA. to assist the EDD's staff with system testing
coordination.
The Contractor shall participate in testing debriefs with
582
the EDD after System Testing.
The Contractor shall conduct Performance Testing on
583 the EBP service using an EDD approved Load / Stress
Testing Tool and/or method.
The Contractor shall provide a Performance Test Plan
584 in accordance with the DED as described in Attachment
V.1. E, Description of Deliverables.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall successfully complete integration
585 and system testing prior to initiating Performance
Testing.
The Contractor shall provide to the EDD documentation
586
of the results of Performance Testing.
The Contractor shall participate in testing debriefs with
587
the EDD after Performance Testing.
The Contractor shall participate in EDD-conducted User
588
Acceptance Testing of the EBR service.
The Contractor shall provide a User Acceptance Test
589 Rian in accordance with the DED as described in
Attachment V.1. E, Description of Deliverables.
The Contractor shall provide a testing environment for
the EDD's User Acceptance Testing in accordance with
590
the DED as described in Attachment V.1. E, Description
of Deliverables.
The Contractor shall successfully complete Interface
Testing, Integration Testing, System Testing, and
591
Performance Testing prior to the User Acceptance
Testing of the EBR service.
The Contractor shall provide on-site staff, as requested
by the EDD, at the EDD Central Office in Sacramento,
592
CA to assist the EDD's staff with User Acceptance
Testing coordination.
The Contractor shall provide to the EDD documentation
593
of the results of User Acceptance Testing.
The Contractor shall participate in testing debriefs with
594
the EDD after User Acceptance Testing.
The Contractor shall complete User Acceptance Testing
595
prior to live implementation.
S. TRAINING
To facilitate an understanding of the EDD, its systems and processes, and its needs,
the Contractor will be required to attend a series of overview sessions. Once the
Contractor has been trained, the Contractor is then responsible for training its staff and
providing copies of overview material.
The Contractor will also be expected to provide initial training to the EDD staff at no cost
to the EDD. In scoping the training requirements for the EDD staff, Bidders should
consider the following:
• Training required for the Contractor's Administrative Application console.
• Training required for any program changes.
• Each employee does not need to be trained by the Contractor.
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The EDD believes training for trainers (T-for-T) and the availability of computer-based
training (CBT) will satisfy staff training needs. The T-for-T training should include
discussions on:
• EBP service functionality.
• Reports and problem tracking systems and processes.
• Fraud investigation functionality.
• Settlement and reconciliation.
• User access for Administrative Application console
• Suggested training structure for the EDD's staff.
• Direction for EDD staff to direct cardholders to the Contractor for assistance.
Those who attend T-for-T would, in turn, provide training as the business need is
identified based on information received at the T-for-T session.
On an ongoing basis, the EDD will be responsible for training its staff on EBP and the
use of the Administrative Application. To support these activities, the Contractor will be
responsible for keeping its manuals and help tools current as changes or enhancements
are made.
For ongoing training and to supplement training during transition, the EDD seeks a
training presentation and CBT.
CONTRACTOR
REQ AGREES
# DESCRIPTION (¥IN) I COMMENT
The Contractor shall send the three (3) key staff and
others the Contractor deems appropriate, up to a
596
maximum of 50 people, to attend a series of EDD
overview sessions.
The selected Contractor staff shall attend the overview
sessions which will be scheduled within ten (10)
597
business days of contract execution in the Sacramento,
California area.
The Contractor shall be responsible for providing an
598 EDD overview to the Contractor's new hires or
additional staff.
The Contractor shall be responsible for providing copies
599 of the EDD's overview materials to the Contractor's new
hires or additional staff.
The Contractor shall develop a Training Plan for the
600 EDD staff in accordance with the DED as described in
Attachment V.1. E, Description of Deliverables.
The Contractor shall be responsible for preparing and
providing T-for-T on the EBP services provided by the
Contractor such as, administrative application functions,
601
fraud investigation functionality, reports and problem
tracking, user access for the EDD's staff, and claimant
access and services.
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CONTRACTOR
REQ AGREES
# DESCRIPTION (1'/N) I
COMMENT
The Contractor shall provide hands-on T-for-T of the
602
EBR services for the EDD staff at no cost to the EDD.
The Contractor shall provide T-for-T of the EBR
services in regions determined by the EDD. The EDD
603 anticipates these regions to be Sacramento, the Bay
Area, Fresno, Los Angeles, Orange County, and San
Diego.
The Contractor shall complete all T-for-T classes prior
604 to implementation, but no sooner than one (1) month
prior to implementation.
The Contractor T-for-T of EBR services shall be
605 coordinated with the EDD regarding the length of
training and the specific hours.
The Contractor shall provide copies of all T-for-T
606 materials for approval by the EDD no later than two (2)
months prior to implementation.
The Contractor shall conduct ongoing T-for-T sessions
607 as the EBR service changes or enhancements are
made.
The Contractor's ongoing T-for-T sessions shall be
608
provided as specified in the Training Rian.
The Contractor's training materials shall describe the
most common individual claimant account issues the
609
Contractor has documented in similar types of
contracts.
The Contractor shall provide copies of all T-for-T
materials to participants in accordance with the DED as
610
described in Attachment V.1. E, Description of
Deliverables.
The Contractor shall coordinate with the EDD to locate,
611 schedule, and secure training facilities for T-for-T
sessions.
The Contractor shall develop a detailed Administrative
User's Guide and the associated glossary, narratives,
612 and query definitions in accordance with the DED as
described in Attachment V.1. E, Description of
Deliverables.
The Contractor shall conduct knowledge transfer with
613
key EDD staff throughout the contract term.
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ATTACHMENT V.3
FEE SCHEDULE
The EDD is interested in its claimants receiving their electronic benefit payments at no
cost to claimants or the EDD. Evaluation of Cardholder fees/surcharges shall constitute
a major portion of the evaluation. The Bidder shall indicate the services that will have
an associated Cardholder surcharge and/or fee, including the timing and circumstances
under which each Cardholder surcharge and/or fee is assessed.
The Bidder shall complete the following Fee Schedule and submit with their proposal.
Bidders should complete the Fee Schedule below and submit with their proposal in
Volume Ill in a separately sealed, marked envelope as instructed in Section VIII
PROPOSAL FORMAT.
The Bidder shall not charge any fees/surcharges to cardholders that are not included
and submitted on the Fee Schedule with their proposal. The format of the Fee
Schedule cannot be modified or altered in any way.
The transactions in the Fee Schedule are grouped into three levels. The levels are
prioritized based on the greatest value to the EDD's claimants. Level One Transactions
represent those transactions that have the greatest value or occur most frequently.
Level Two Transactions represent those transactions that have a lesser value or occur
less frequently than Level One Transactions. Level Three Transactions represent those
transactions that have the least value to the EDD's claimants. A description of each
column heading is below:
Column A: Transaction Description
Column B: Indicates the minimum service the Bidder is expected to meet.
Column C: Bidder must indicate if applicable surcharges will apply.
Column D: Bidder may indicate additional services the Bidder intends to offer in
order to be awarded points. Must include volumes and charges where
applicable.
Column E: Bidder must indicate agreement to minimum requirement (Y = pass, N =
fail).
Column F: This column indicates whether the transaction will be evaluated pass/fail
or awarded points.
Column G: Bidder may indicate an alternative offer. The offer may or may not
qualify for additional points.
Column H: Bidder may include comment.
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1 Inquiry@ in- unlimited
network ATMs per deposit
ATM Balance 2 free
2 Inquiry@ all inquiries per Points
other ATMs deposit
ATM Cash $0.00-
3 Withdrawals@ unlimited P/F
in-network ATMs per deposit
ATM Cash 2 free
4 Withdrawals@ all withdrawals Points
other ATMs per deposit
ATM/POS Denied $0.00-
5 Transactions unlimited P/F
per deposit
POS Debit (PIN) $0.00-
6 unlimited P/F
per deposit
POS Debit $0.00-
7 (Signature) unlimited P/F
per deposit
Teller cash $0.00-
withdrawals at unlimited
8 P/F
any in-network per deposit
branch
Teller cash 1 free
withdrawals at withdrawal
9 any per deposit Points
MasterCard/Visa
member branch
Direct Deposit $0.00-
Transfer from unlimited
10 Debit Card per deposit P/F
Modify direct $0.00
11 deposit transfer unlimited P/F
per deposit
ACH Transfer $0.00
12 Direct Deposit unlimited P/F
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unlimited
13 P/F
modify direct
deposit
Charge to initiate $0.00
14 or terminate unlimited P/F
direct deposit
PIN Changes - $0.00
15 P/F
Web/lVR/CSR unlimited
Web customer $0.00
16 P/F
service functions unlimited
IVR Customer $0.00
17 P/F
Service unlimited
Live operator Minimum
18 Customer Service two free per Points
deposit
Live operator $0.00
Customer Service- unlimited
19 Dispute P/F
20 P/F
enrollment
Monthly Paper $0.00 per
21 Statement-Mailed P/F
statement
Monthly Account No
Statement- minimum
22 Points
Expedited defined
Delivery
Monthly Account $0.00 per
23 Statement-Online P/F
statement
Pa per Statement No
24 -Archived minimum Points
Retrieval defined
Monthly $0.00 per
25 P/F
Maintenance Fee month
Replacement Minimum 2
26 Cards per year at Points
No Charge
Additional Cards Minimum 1
issued to family per account
27 members or owner per Points
authorized year at no
representatives cost
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on re-issue if
28 balance in funds P/F
account remain in
account
Expedited Card No
29 Delivery Requests minimum Points
defined
Overdrawn No interest
Account or fee
30 charged for P/F
overdrawn
account
Maintenance of Minimum 12
31 Inactive Accounts months free Points
32 P/F
unlimited
Check Issuance to No
33 close Account minimum Points
defined
International ATM No
34 Withdrawal minimum Points
defined
International ATM No
35 Balance Inquiry minimum Points
defined
Currency No
36 Conversion minimum Points
defined
Revertment No
37 Mailing Minimum Points
defined
Email or Wireless No
38 alerts minimum Points
defined
Online Bill Pay No
39 Points
40
41
42
43
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44
45
46
47
48
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ATTACHMENT V.4
ATM LOCATION FILE REQUIREMENTS
The Bidder shall provide three ATM location data files; one each as outlined below:
• California - All in-network (no fee and non-surcharge) ATMs located within
California
• National - All in-network (no fee and non-surcharge) ATMs located within the
United States and its territories.
• International - All in-network ATMs located internationally
The files shall be submitted on a CD or DVD and clearly labeled "ATM Location Files"
and included with Volume It EBP Service Technical-Proposal as outlined in Section Vlll-
PROPOSAL FORMAT. The acceptable file format is either a Comma Separated Value
(CSV) file or Shapefile as defined below:
Comma A delimited text file, which .CSV If file is provided
Separated uses a comma to separate in this format,
Values (CSV) values. metadata must be
included that will
detail, at a
minimum, the
date of the data,
and the
geographic
projection used in
the geocoding
process.
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Shapefile A vector data storage .shp-The main file that stores the http://webhelp.esri
format for storing the feature geometry. Required. .com/arcgisdeskto
location, shape, and .shx-The index file that stores the p/9.2/index.cfm?id
attributes of geographic index of the feature geometry. =2733&pid=2731
features. A shapefile is Required. &topicname=Sha
stored in a set of related .dbf-The dBASE table that stores pefile file extensi
files and contains one the attribute information of features. ons
feature class. Shapefiles Required.
are a simple, There is a one-to-one relationship
nontopological format for between geometry and attributes,
storing the geometric which is based on record number.
location and attribute Attribute records in the dBASE file
information of geographic must be in the same order as
features. records in the main file.
The shapefile format .prj-The file that stores the
defines the geometry and coordinate system information.
attributes of geographically Required.
referenced features in .xml-Metadata -stores
three or more files with information about the shapefile.
specific file extensions that
should be stored in the
same project workspace. Other file types may also be
For this purpose, the shp, included with the shapefile.
shx, dbf, prj and xml are
required.
The required data elements for each file are outlined below:
Location_lD Unique numerical
identifier of A TM xxxxx y y y
A designation of the
location of the A TM,
consisting of
numerical and text
Street_Address elements such as a
street number, street
name, and city
arranged in a
particular format. y y y
A designation of the
City location of the A TM
city. y y y
A designation of the
State location of the A TM
state. xx y y N
Acronym for zone
improvement plan
code. A five-digit
code that identifies
Zip the geographic
delivery area served
by an individual post
office or metropolitan
area delive station. xxxxx y y N
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An enhanced ZIP
Code that consists of
four additional digits
that identify a
specific geographic
Zip+4
segment within the
five-digit delivery
area, such as a city
block, office building,
or other unit. xxxx y y N
The primary legal
subdivision of all
U.S. states except
Alaska and
Louisiana. The U.S.
Census Bureau uses
counties or
equivalent entities
County
(boroughs in Alaska,
parishes in
Louisiana, the
District of Columbia
in its entirety, and
municipios in Puerto
Rico) as statistical
subdivisions. y y N
A TM location that is
24_hours accessible 24 hours
erda y y y N
A TM location that
complies with
wheelchair
accessibility
requirements of
Accessible Americans with
Disabilities Act
(ADA) of 1990 and
Title 24 of the
California Code of
Regulations. y y y N
The angular distance
, measured in
degrees north or
south of the equator.
Latitude
Expressed in
Decimal Degrees to
an accuracy of six
decimal places. XX.XXXXXX y y y
The angular
distance, measured
in degrees east or
west of the
Longitude Greenwich prime
meridian. Expressed
in Decimal Degrees
to an accuracy of six
decimal places. XXX.XXXXXX y y y
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A designation of the
location of the
State_Province_County International ATM
state, province or
county. N N y
A designation of the
location of the
Country
International ATM
country. N N y
A series of letters or
numbers, or both, in
a specific format,
used by the postal
Postal_Code service of a country
to divide geographic
areas into zones in
order to simplify
delivery of mail. N N y
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ATTACHMENT V.5
EBP DELIVERABLE EXPECTATION DOCUMENT
{Insert Deliverable Name Here)
Project Number EDD RFP #XXXXX Version Submittal Date
Version DED Author
Project Name Electronic Benefit Project Criticality
Payments Project Rating (High, Medium,
Low)
Controlling IT Project Sponsor
Division
Program Branch Project Managers
Reference# Document Expected
Delivery Date
Deliverable Name DED Expected Approval
Date
Deliverable Author DED Approval Date
Deliverable Format Example: MS Word Number of Copies
(Identify office program (Paper & Electronic)
used and method of
delivery)
Scope /Contents:
The purpose of the (enter Deliverable Name) is to provide (enter specific information of what is to be
accomplished with this DED).
The scope of the (enter Deliverable Name) is described in the Table of Contents, shown below.
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TABLE OF CONTENTS
List of Revisions
Si<moff
List of Figures
List of Tables
.1Jl tNTRODUCTlON
u Oyeryiew
1,3 Intended Audience
id Roles and Responsibilities
i.4,1 Vendor ESP Pmiect Team
i.4,2 EDD
~ Revision Control
1,6 Referenced Documents
1,6, i EBP RFP Requirements
1.6,2 JAD Sessions
1.6,3 EBP Project Contract Deliverables
U Overview
2,2 Enhancements to EBP S
221 Enhancemen
222 Enhanceme
223 Enhance
224 Testing
2.3 ==~~
~ =~-~~
A - IMPACT ANALYSIS AND CHANGE REQUEST FORM
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Approach:
The (enter Deliverable Name) will be created by (enter Vendor Name), following
the DED, once approved.
Specifications:
Requirement Requirement Description Contractor/EDD Response to
Number Requirement
The delivery of and acceptance of the (enter Deliverable Name) by the EDD will
constitute satisfaction of Requirements (list requirement# in sequential order).
References:
1. EDD RFP #XXXXX
2. (Vendor Name) Response to RFP #XXXXX
Riskllmoact Areas:
Risk or Issue Risk/ Issue Risk/ Issue / Impact Description
Identifier
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Quality Assurance Considerations:
Suggested Reviewers:
Suggested reviewers include:
Agency Title Name
EDD Project Director
EDD Project Manager
Vendor Project Manager
Name
Vendor Technical Project
Name Manager
Vendor Project Scheduler
Name
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This Page Intentionally left Blank.
The scope of the deliverable as outlined in the Table of Contents will be inserted here.
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SECTION VI
REVENUE SHARE MODEL
A. INTRODUCTION
In determining the best value to UI/SDI claimants and the State, the EDD will be
evaluating bidder proposals based on the opportunity for the EDD to realize
revenues. This section of the RFP provides the template for bidders to propose their
Revenue Share Model supported by interchange fees.
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ATTACHMENT Vl.1
REVENUE SHARE
Revenue Share
The EDD must adopt a service that will assist in offsetting program costs associated
with managing the UI and 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 RFP 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 111 Revenue Share Model in a separately
sealed, marked envelope as instructed in Section VI I PROPOSAL FORMAT.
Bidder's Proposed Revenue Share
Average Collected Daily Balance (ACDB) in the SDI 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 leap years] x ##
of days in the month].
There will be a floor of (Bidder insert! 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 EDD
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.
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SECTION VII
PROPOSAL FORMAT
A. INTRODUCTION
The proposal must be organized to correspond with the order of requirements and
formats set forth in this RFP. The proposal should be clear, concise, and
complete. All information must be contained in the proposal to be considered
responsive. No assumptions will be made by the EDD regarding the intent of the
Bidder in the submitted proposal. Written Proposals must be organized in a
manner to facilitate ease of review by evaluators.
The following instructions prescribe the mandatory proposal format and the
approach for the development and presentation of data. Format instructions must
be adhered to, mandatory requirements and questions in the RFP shall be
responded to, and mandatory data must be supplied. Proposals not providing
mandatory information may be rejected.
B. PROPOSAL FORMAT AND CONTENT
The complete bid must be submitted in the number of copies indicated and include
the following items:
1. Volume I - EBP Service Proposal: Narrative, Statement of Work
Acknowledgment, Response to Section IV, Administrative Requirements, and
Response to Section V, EBP Services Requirements - (1 master, 7 copies,
and 1 copy on CD)
This volume must contain the following documents:
1) The Bidder's narrative description of their services.
2) Administrative Requirements package, which must include all documents
listed in Section IV ADMINISTRATIVE REQUIREMENTS of the RFP.
3) An acknowledgement of ATTACHMENT V.1 - STATEMENT OF WORK.
1)__Responses to ATTACHMENT V.2 - EBP SERVICES REQUIREMENTS.
5) Response to ATTACHMENT VA -ATM LOCATION FILE
REQUIREMENTS.
4)G) PROOF OF PCI DSS CERTIFICATION.
To provide acknowledgement of ATTACHMENT V.1 - STATEMENT OF WORK-
the Bidder shall remove, print, or photocopy this section with the exact verbiage
from the RFP. The Bidder shall not respond to information presented in Section V
Part F Operational Environment.
The Bidder must provide responses to each requirement in the designated column
in Attachment V. 2. The responses to Attachment V.2 should be in the sequential
order as described in Attachment V. 2. In each requirement table, the column
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"Bidder Agrees (Y/N)" is for the Bidder to respond. The Bidder must respond "Yes"
or "No" to each requirement in order to be considered responsive. The Bidder
shall only include comments if the response is "No." If the Bidder responds "Yes,"
the comments column must remain blank.
The Bidder's response to ATTACHMENT V.2 - EBP SERVICES REQUIREMENTS
- SCOREABLE must reference the unique requirement number in the RFP. It is
the Bidder's responsibility to ensure its proposal is submitted in a manner that
enables the Evaluation Team to easily locate response descriptions and exhibits
for the corresponding requirement of this RFP.
2. Volume II - Fee Schedule - (1 master, 7 copies, and 1 copy on CD)
This volume must be submitted under separate, sealed cover and clearly marked
"FEE SCHEDULE" as described in ATTACHMENT V.3 FEE SCHEDULE of the
RFP. The Fee Schedule contains both Pass/Fail and Scoreable requirements. A
separate template is provided; the Bidder must complete Columns C, D, and E, as
applicable, for each requirement to be considered responsive.
The Bidder may include additional services in the area identified as "Additional
Bidder Defined Services." THESE ADDITIONAL SERVICES WILL NOT BE
SCORED.
3. Volume m-Revenue Share Model and CD - (1 master, 7 copies, and 1 copy
on CD)
This volume must be submitted under separate, sealed cover and clearly marked
"REVENUE SHARE" as described in ATTACHMENT Vl.1 - REVENUE SHARE.
A separate template is provided; the Bidder must complete their offer in the blank
space in order to be considered responsive.
BIDDERS MAY PROPOSE ALTERNATE REVENUE SHARE MODELS, BUT
THEY WILL NOT BE EVALUATED AND SCORED.
IMPORTANT: No Revenue Share or Fee Schedule data should be included in the
Proposal that is not separately sealed so as not to influence any member of the
Evaluation Team. Including Revenue Share or Fee Schedule information in
Volume I of the proposal may be cause for rejection.
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SECTION VIII
EVALUATION
A. INTRODUCTION
This section defines the process for the evaluation of the Bidder's Proposal as
detailed in Attachment V.2 STATEMENT OF WORK- EBP SERVICE
REQUIREMENTS, Section IV -ADMINISTRATIVE REQUIREMENTS, and
Section VI REVENUE SHARE MODEL of this RFP. This section documents the
procedures to be used to ensure that Contractor selection provides the best EBP
service at the least cost to the EDD's claimants. The evaluation process is
comprised of a thorough review of each proposal to validate the inclusion of the
mandatory components defined later in this section. Proposals that do not comply
with the mandatory components will be deemed non-responsive and may be
excluded from further consideration by the EDD.
B. RECEIPT
Each proposal will be date and time marked as it is received and verified that all
responses are submitted under an appropriate cover, sealed and properly
identified. Unsealed proposals will be rejected. The proposals will be checked for
the presence of proper identification and the required information in conformance
with the proposal submittal requirements of this RFP. Absence of required
information may deem the proposal nonresponsive and may be cause for rejection.
C. EVALUATION
EBP services will be evaluated in four phases:
1. Phase One will consist of evaluating the (Pass/Fail) components of the
Administrative Requirements. If bids meet the Phase One Requirements, then
bids will move forward to the next phase.
The Evaluation Team will check each proposal to determine its conformance to
the Administrative Requirements. If a proposal fails to meet a requirement, the
EDD will determine if the deviation is material as defined in Section II RULES
GOVERNING COMPETITION. Any material deviation will be cause for
rejection of the proposal and the proposal will not proceed to the subsequent
phase. A material deviation will be cause for rejection of the proposal. An
immaterial deviation will be examined to determine if the deviation will be
accepted. If accepted, the proposal will be processed as if no deviation had
occurred.
The Evaluation Team will check each proposal to determine its conformance to
the SOW Acknowledgement Attachment V.1. If a proposal fails to meet a
requirement, the EDD will determine if the deviation is material as defined in
Section II RULES GOVERNING COMPETITION. Any material deviation will be
cause for rejection of the proposal and the proposal will not proceed to the
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subsequent phase. A deviation, if not material, may be waived by the State. If
waived, the proposal will be processed as if no deviation had occurred.
2. Phase Two will consist of meeting the SECTION V. 2 - EBP SERVICES
REQUIREMENTS. These Requirements are either Mandatory Pass/Fail (P/F)
or Desirable Scoreable.
The Evaluation Team will check each proposal to determine its conformance to
ATTACHMENT V.2- EBP SERVICES REQUIREMENTS- PASS/FAIL. If a
proposal fails to meet a mandatory requirement, the EDD will determine if the
deviation is material as defined in Section II RULES GOVERNING
COMPETITION. Any material deviation will be cause for rejection of the
proposal and the proposal will not proceed to the subsequent phase. A
deviation, if not material, may be waived by the State. If waived, the proposal
will be processed as if no deviation had occurred.
The Evaluation Team will check each proposal to determine its conformance to
the ATTACHMENT V.2 - EBP SERVICES AGREEMENTS - SCOREABLE.
The Bidder is encouraged to provide responses to Desirable scoreable
requirements. Proposals containing the scoreable components will be awarded
points based on Section VIII D.1 Technical Scoreable.
If proposals meet the Phase Two requirements, then proposals will move
forward to the next phase.
3. Phase Three will consist of opening Volume II - FEE SCHEDULE Section V
PROPOSED ELECTRONIC BENEFIT PAYMENT SERVICE. Fee Schedule
Requirements are mandatory, and are either Pass/Fail (P/F) or Scoreable.
The Evaluation Team will check each proposal to determine its conformance to
the Pass/Fail (P/F) requirements in ATTACHMENT V.3 - FEE SCHEDULE. If
a proposal fails to meet a requirement, the EDD will determine if the deviation is
material as defined in Section II RULES GOVERNING COMPETITION. Any
material deviation will be cause for rejection of the proposal and the proposal
will not proceed to the subsequent phase. A deviation, if not material, may be
waived by the State. If waived, the proposal will be processed as if no deviation
had occurred.
The Evaluation Team will check each proposal to determine its conformance to
the scoreable requirements in ATTACHMENT V.3- FEE SCHEDULE. Any
proposal not containing the scoreable components may be rejected depending
on the State's decision of whether or not the deviation is material in nature.
Proposals containing the scoreable components will be awarded points based
on Section VIII D.2 Fee Schedule.
Only proposals that are awarded a minimum score of 70% of the total available
Technical points will have their Section VI REVENUE SHARE MODEL
proposals evaluated in the next phase.
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4. Phase Four will consist of opening Section VI REVENUE SHARE MODEL
proposals. Any bidding preferences or incentives claimed will be verified and
applied at this time and the adjusted revenue (incorporating preferences) will be
considered in the final score.
Proposals will not have their sealed revenue share envelopes opened until the
EDD has evaluated and scored the administrative and technical submission.
Revenue Share Model proposals will only be opened for proposals that have
passed Phase One, Phase Two, and Phase Three of the Evaluation
procedures.
The required Revenue Share Model worksheet will be checked for
mathematical accuracy. Errors and inconsistencies will be dealt with according
to procedures contained in Section II RULES GOVERNING COMPETITION.
5. Selection
Final selection will be on the basis of receiving the highest total points among
the Technical Scoreable, Fee Schedule, and Revenue Share points received,
including applicable preferences (e.g., small business). The EDD reserves the
right at any time to reject any or all proposals or declare all proposals a "draft."
In the event of an overall scoring tie between two (2) or more Bidders, the
Evaluation Team will use the following process:
a. If there is overall scoring tie (EBP Services Requirements & Revenue
Share) between two or more Bidders, then the Bidder with the most
points on the Attachment V. 3 FEE SCHEDULE will be selected.
b. If there is a tie between two or more Bidders on the overall score for the
ATTACHMENT V. 3 FEE SCHEDULE, then the Bidder with the most
points on the Attachment V. 3 FEE SCHEDULE Level One
Transactions will be selected.
c. If there is a tie between two or more Bidders on the overall score of
ATTACHMENT V.3 FEE SCHEDULE Level One Transactions, then the
Bidder with the most points on the ATTACHMENT V.3 FEE
SCHEUDULE Level Two Transactions score will be selected.
d. If there is a tie between two or more Bidders on the overall scores of
ATTACHMENT V. 3 FEE SCHEDUEL Level Two Transactions, then the
Bidder with the most points on the overall Technical score will be
selected.
e. If there is a tie between two or more Bidders on the overall Technical
score, then the Bidder with the most points on the Revenue Share will
be selected.
f. If there is still an overall scoring tie between two or more Bidders, then
the tie will be broken through a coin toss.
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6. Evaluation Criteria
For evaluation purposes, certain requirements have been designated as
scoreable requirements and will be scored in accordance with the criteria
contained herein. A material deviation on a mandatory requirement whether or
not it is scored may result in disqualification of the proposal.
D. SCORING METHODOLOGY AND POINT VALUES FOR CATEGORIES
Proposals are evaluated on Pass/Fail (P/F) as well as Scoreable criteria. The
proposal with the highest total points is the winning proposal. Pass/Fail
requirements that are failed may be cause for rejection of the total bid.
1. Technical Scoreable
Technical Scoreable requirements are awarded points based on the criteria in
the table below.
PERCENTAGE OF
TOTAL POINTS VALUE DESCRIPTION
AVAILABLE
The proposal response does not address
0% Non responsive the requirement; no response was found
in the proposal.
The proposal response does not indicate
10% Not
Acceptable
an understanding of the requirement or
an approach to meet the requirement.
The proposal response fully addresses
the requirement; the response
70% demonstrates an understanding of the
Meets
requirement; and, there is an acceptable
degree of confidence in the Bidder's
response.
The proposal response addresses all
considerations of the requirement and
includes innovative or cost-saving
100% Exceeds approaches; services proposed exceed
the requirement; and/or there is a high
degree of confidence in the Bidder's
response.
2. Fee Schedule
Each scoreable requirement of ATTACHMENT V.3 - FEE SCHEDULE will be
evaluated based on best value for the EDD's claimants.
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The Evaluation Team will review each requirement and compare all of the
Bidder's Fee Schedules to determine which Bidder Offer represents the best
value for the EDD's claimants. The evaluation steps will be:
a. Divide 100% by the number of successful proposals being evaluated to
determine the percentage spread for each scoreable requirement.
For example, if there are five (5) successful proposals being evaluated, the
point percentage spread would be allocated as follows:
Percentage of Point
Requirement Points
Awarded per
Available = 200
Requirement
100% 200
80% 160
60% 120
40% 80
20% 40
b. Evaluate each scoreable requirement and rank them from lowest to highest
cost to the EDD's claimants based on each Bidder's Offer.
c. The point percentage spread determined in Step 1.a., will be applied to the
available points for each requirement based on the ranking of the Bidder's
Offers. The Bidder Offer with the lowest cost to the EDD's claimants will be
awarded 100% of the available points. The point percentage spread will be
applied to the remaining Bidder Offers.
For example, if there are five (5) successful proposals being evaluated, the
Bidder Offer with the highest cost to the ED D's claimants would be awarded
20% of the available points.
Percentage of
Bidder Offer Requirement Points
Point Awarded
Ranking Available = 200
per Requirement
100% 1 200
80% 2 160
60% 3 120
40% 4 80
20% 5 40
d. For each requirement, in the event that two or more of the Bidder's offers
are equal, the available points for all of the ranks involved will be equally
split between each Bidder.
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For example, if there are five (5) successful proposals being evaluated, and
two Bidder Offers are equal on a specific requirement and have the lowest
cost to the EDD's claimants, the percentage of points awarded are
determined by adding the points per rank then dividing by the number of
equal Bidder Offers.
Percentage of
Bidder Offer Requirement Points
Point Awarded
Ranking Available = 200
per Requirement
100% 1 180*
80% 1 180*
60% 3 120
40% 4 80
20% 5 40
*(200+160)/2=180
3. Revenue Share
Proposals that achieve a minimum score of 70% of the total available Technical
points will have their Section VI REVENUE SHARE MODEL proposals
evaluated. The evaluation will be based on the following formula:
Bidder's Revenue Share Proposal-;- Highest Revenue Share Proposal x Total
Revenue Share Points Available= Revenue Points Awarded to Bidder's
Proposal.
The proposal with the highest revenue share will get all 750 points available
and the other proposals will be awarded a proportionate share of the 750 points
based on the ratio of their revenue share to the highest revenue share.
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4. Total Points Available
The total points available for scoring by requirement category are listed in the
table below.
1 Administrative 0 P/F
2 Administrative Application 0 P/F
Batch Process, Cash Settlement, and
3 Reconciliation 0 P/F
4 Change Management 150 2.5%
5 Claimant Account Structure, Corrections, and
Adjustments 0 P/F
6 Customer Service 1,230 20.5%
7 Disaster Recovery and Business Continuity 125 2.1%
8 Electronic Benefit Payment 725 12.1%
9 End Of Contract Activities 0 P/F
10 Fees and Surcharges 1,920 32.0%
11 Governing Regulations 0 P/F
12 Investigations and Fraud Prevention 150 2.5%
13 Marketing-Customer Communication 400 6.7%
14 Project Management 0 P/F
15 Project Staffing 320 5.3%
16 Reports 80 1.3%
17 Security and Identity Management 150 2.5%
18 Testing 0 P/F
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EXHIBIT A
GLOSSARY
Term/Acronym Definition
Abandoned Call A call that is queued to go to a Customer Service Representative and
the caller ends the call (hangs-up) while in queue
Account Number A unique identifier assigned by the Contractor to identify a claimant
account.
ACDB Average Collected Daily Balance
ACH Automated Clearing House
ADA Americans with Disabilities Act
APO address Air/Army Post Office
Authorization Number A unique number assigned by the EDD to track each benefit payment
authorization.
Baseline A point after which all changes to configuration items should not be
changed without going through a change management process.
Batch files Files containing unique transactions of benefit payments or
demographics
Benefit eligibility-related Questions pertaining to the qualifications/requirements necessary for
questions receiving UI, DI or PFL.
Benefit Fraud Providing false information with the intent to collect benefits
Benefit type UI or SDI (which includes PFL)
Blocked Call/Incomplete Call A call that is sent to a custom busy message because of insufficient
IVR port or network trunk capacity at the time of the call. The caller is
unable to enter the IVR (a.k.a up-front blockage or network busy).
Business day Government Code Section 11020 requires all State agencies to be
"open for the transaction of business" from 8:00 a.m. to 5:00 p.m.
every day except Saturdays, Sundays, and legal holidays. The legal
holidays are listed in Government Code Sections 6700 through 6709.
California holidays are:
st
1. January 1
rd
2. The 3 Monday in January, known as "Dr. Martin Luther King,
Jr. Day"
rd
3. The 3 Monday in February, known as "Presidents Day"
4. March 31st known as "Cesar Chavez Day."
5. The last Monday in May, known as "Memorial Day"
th
6. July 4
st
7. The 1 Monday in September, known as "Labor Day"
8. November 11th , known as "Veterans Day"
th
9. The 4 Thursday in November, known as "Thanksgiving Day"
10. The Friday after "Thanksgiving Day"
11 . December 25th
If January 1st, March 31st, July 4th, November 11th, or December
25th falls upon a Sunday, the Monday following is a holiday. If
November 11th falls upon a Saturday, the preceding Friday is a
holiday.
htt12://www.edd.ca.gov/Payroll Taxes/Legal Holidays.htm
CA California
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Term/Acronym Definition
Cal I Attempts The total calls to the Toll Free Number dialed (a.k.a. Network
attempts)
Cal Is Answered Calls that are answered by the Customer Service Representative
CFR Code of Federal Regulations
Configuration Items Product Deliverables that are subject to configuration management.
Configuration management Management of a system's performance and its functional and
physical attributes by controlling the introduction of changes, i.e.,
defect corrections or system enhancements
Contractor's Trust Account For the purpose of calculating revenue share, the average collected
daily balance is the total of the daily collected balance on all funds
held "in trust" (aggregated amount) for the cardholders each month
divided by the number of days in the month. The contractor may
maintain balances in individual accounts or one "trust account", but the
average collected daily balance calculation is based on the combined
total of all card holder funds.
CPB Continuity Plan for Business
csc Customer Service Center
CSI Child Support Intercept
CSR Customer Service Representative
CUIC California Unemployment Insurance Code
DED Deliverable Expectations Document
Defect Issues found during development or testing
Deflected Call A call that is routed to a deflect message that states, "All agents are
busy" when estimated wait in queue exceeds defined level.
DI Disability Insurance
Direct Deposit An electronic transfer of a payment directly from the account of the
payer to the recipient's account without first transferring funds of the
debit card.
Direct Deposit Transfer An electronic transfer of recipients' benefit payments from their debit
card to their existing bank account.
DOL United States Department Of Labor
EBP Electronic Benefit Payment
ECN EDD Client Number
EDD Employment Development Department
EDD Client Number A number assigned by the EDD in lieu of a SSN.
FDIC Federal Deposit Insurance Corporation
Fee A charge to claimants by the Contractor
FOMC Federal Open Market Committee
FPO address Fleet Post Office
FPTL First Payment Time Lapse
ldM Identity Management
IEEE The Institute of Electrical and Electronics Engineers
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Term/Acronym Definition
Initial claim The first claim filed in an EDD program. A claimant's first request for
benefits against a given base period.
IT Information Technology
ITIL Information Technology Infrastructure Library
IV&V Independent Verification and Validation
IVR Interactive Voice Response
JAD Joint Application Design
MIS Management Information System
MSA Metropolitan Statistical Area
NACHA The Electronic Payments Association develops operating rules and
business practices for the Automated Clearing House (ACH) Network
and for electronic payments in the areas of Internet commerce,
electronic bill and invoice presentment and payment, e-checks,
financial electronic date interchange and electronic benefits transfers.
NIST National Institute of Standards and Technology
OTech Office of Technology Services
Payment ID Tracking Number Unique number assigned by the Bidder to identify each payment that
is disbursed.
PBA Personal Bank Account
PCIDSS Payment Card Industry Data Security Standards
PFL Paid Family Leave
PIN Personal Identification Number
PMI Project Management Institute
PMP Project Management Professional
POS Point of Sale
PST Pacific Standard Time
Pre-Note Process Pre-note process is the process of verifying routing numbers and
account number information for an electronic transfer through a zero-
dollar transaction.
Regulation E Part of Federal Reserve Regulation Title 12 covering Electronic Fund
Transfers
Reversion The reversion of monies/funds to the state when the funds have been
unclaimed by the claimant after 3 years from the issue date.
RFP Request For Proposal
SAM California State Administrative Manual
sco State Controller's Office
SDI State Disability Insurance (includes both DI and PFL)
SLA Service-Level Agreement
SPOC Single Point Of Contact
SSN Social Security Number. A claimant's individual SSN or an EDD Client
Number (ECN).
sow Statement Of Work
STO State Treasurer's Office
TFFR Targeted Federal Funds Rate
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Term/Acronym Definition
Title 22 Title 22 is part of the California Code of Regulations (California
Administrative Code). Title 22 has an overall heading of Social
Security and includes the areas of unemployment and disability
compensation.
UI Unemployment Insurance
Unbanked Refers to a claimant without access to a personal bank account
UTFA Unemployment Trust Fund Account. Used as an unemployment
reserve for the payment of benefits as a part of a national plan of
insurance against the hazards of unemployment; all deposits are
transferred to the UTFA of the United States to the credit of the State
of California.
VFIT Voluntary Federal Income Tax Withholding
Vital business-process Critical to the organization
WBS Work Breakdown Structure
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EXHIBIT B
CONFIDENTIALITY REQUIREMENTS
PROTECTION OF CONFIDENTIALITY
Federal and state confidentiality laws, regulations, and administrative policies classify all the
Employment Development Department (EDD) information provided under this Agreement as
confidential. The federal and state laws prohibit disclosure of the EDD's confidential information to the
public and mandate its protection against loss and against unauthorized access, use, disclosure,
modification, or destruction.
The Contractor must therefore, agree to the following security and confidentiality requirements:
I. ADMINISTRATIVE SAFEGUARDS
a. Adopt policies and procedures to ensure use of the EDD's confidential information solely for
purposes specifically authorized under this Agreement that meet the requirements of Title 20, Code
of Federal Regulations §603.10.
b. Warrant by execution of this Agreement, that no person or selling agency has been employed or
retained to solicit or secure this Agreement upon agreement or understanding for a commission,
percentage, brokerage, or contingent fee. In the event of a breach or violation of this warranty, the
EDD shall have the right to annul this Agreement without liability, in addition to other remedies
provided by law.
c. Warrant and certify that in the performance of this Agreement the Contractor will comply with all
applicable statutes, rules and/or regulations, and Agreement information security requirements,
including but not limited to the following:
• California Unemployment Insurance Code §1094 (Disclosure Prohibitions)
• Title 20, Code of Federal Regulations §603.9 and §603.10 (Federal Unemployment
Compensation Safeguards and Security Requirements)
• California Civil Code §1798, et seq. (Information Practices Act)
• California Penal Code §502 (Computer Fraud Act )
• Title 5, U.S. Code §552a (Federal Privacy Act Disclosure Restrictions)
• Title 42, U.S. Code §503 (Social Security Act)
• Title 18, U.S. Code §1905 (Disclosure of Confidential Information)
d. Except for state agencies, agree to indemnify the EDD against any loss, cost, damage or liability
resulting from violations of these applicable statutes, rules and/or regulations, and Agreement
information security requirements.
e. Protect the EDD's information against unauthorized access, at all times, in all forms of media.
Access and use the information obtained under this Agreement only to the extent necessary to
assist in the valid administrative needs of the program receiving such information, and only for the
purposes defined in this Agreement.
f. Keep all the EDD's confidential information completely confidential. Make this information available
to authorized personnel on a "need-to-know" basis and only for the purposes authorized under this
Agreement. "Need-to-know" refers to those authorized personnel who need information to perform
their official duties in connection with the use of the information authorized by this Agreement.
g. Notify the EDD Information Security Office (ISO) at (916) 654-6231, immediately upon discovery,
that there may have been a breach in security which has or may have resulted in compromise to
the confidential information. For purposes of this section, immediately is defined within 24 hours of
discovery of the breach. The notification shall be by phone and the caller shall speak directly with a
person in the EDD ISO. It is not sufficient to simply leave a message. The notification must
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include a detailed description of the incident (such as time, date, location, and circumstances) and
identifying responsible personnel (name, title and contact information). The verbal notification shall
be followed with an email notification to <lnformationSecurityOffice@edd.ca.gov>.
II. MANAGEMENT SAFEGUARDS
a. Acknowledge that the confidential information obtained by the Bidder under this Agreement remains
the property of the EDD.
b. Instruct all personnel assigned to work with the information provided under this Agreement regarding
the following:
• Confidential nature of the EDD information.
• Requirements of this Agreement.
• Sanctions specified in federal and state unemployment compensation laws and any other
relevant statutes against unauthorized disclosure of confidential information provided by the
EDD.
c. Require that all personnel assigned to work with the information provided by the EDD complete the
EDD Confidentiality Agreement (Attachment D1 ):
d. Return the following completed documents to the EDD Contract Services Group:
• The EDD Indemnity Agreement (Attachment V 9): Required to be completed by the Contractor
Chief Financial Officer or authorized Management Representative, unless the Bidder is a State
Agency.
• The EDD Statement of Responsibility Information Security Certification (Attachment V 10):
Required to be completed by the Information Security Officer or authorized Management
Representative.
e. Permit the EDD to make on-site inspections to ensure that the terms of this Agreement are being
met. Make available to the EDD staff, on request and during on-site reviews, copies of the EDD
Confidentiality Agreement (Attachment D1) completed by personnel assigned to work with the
EDD's confidential information, and hereby made a part of this Agreement.
f. Maintain a system of records sufficient to allow an audit of compliance with the requirements under
subsection (d) of this part. Permit the EDD to make on-site inspections to ensure that the
requirements of federal and state privacy, confidentiality and unemployment compensation statutes
and regulations are being met including but not limited to Social Security Act §1137(a)(5)(B).
Ill. USAGE, DUPLICATION, AND REDISCLOSURE SAFEGUARDS
a. Use the EDD's confidential information only for purposes specifically authorized under this
Agreement. The information is not admissible as evidence in any action or special proceeding
except as provided under §1094(b) of the California Unemployment Insurance Code (CUIC).
Section 1095(u) of the CUIC does not authorize the use of the EDD's confidential information by
any private collection agency.
b. Extraction or use of the EDD information for any purpose outside the purposes stated in this
Agreement is strictly prohibited. The information obtained under this Agreement shall not be
reproduced, published, sold, or released in original or any other form not specifically authorized
under this Agreement.
c. Disclosure of any of the EDD information to any person or entity not specifically authorized in this
Agreement is strictly prohibited. Personnel assigned to work with the EDD's confidential information
shall not reveal or divulge to any person or entity any of the confidential information provided under
this Agreement except as authorized or required by law.
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IV. PHYSICAL SAFEGUARDS
a. Take precautions to ensure that only authorized personnel are given access to physical, electronic
and on-line files. Store electronic and hard copy information in a place physically secure from
access by unauthorized persons. Process and store information in electronic format, such as
magnetic tapes or discs, in such a way that unauthorized persons cannot retrieve the information by
means of computer, remote terminal, or other means.
b. Secure and maintain any computer systems (network, hardware, and software applications) that will
be used in the performance of this Agreement. This includes ensuring that all security patches,
upgrades, and anti-virus updates are applied as appropriate to secure data that may be used,
transmitted, or stored on such systems in the performance of this Agreement.
c. Store all the EDD's confidential documents in a physically secure manner at all times to prevent
unauthorized access.
d. Store the EDD's confidential electronic records in a secure central computer facility. Where in-use
on a shared computer system or any shared data storage system, ensure appropriate information
security protections are in place. The Bidder shall ensure that appropriate security access controls,
storage protections and use restrictions are in place to keep the confidential information in the
strictest confidence and shall make the information available to its own personnel on a "need-to-
know" basis only.
e. A cloud computing environment cannot be used to receive, transmit, store, or process the EDD's
confidential data.
f. Store the EDD's confidential data in encrypted format when recorded on removable electronic
storage media, or on mobile computing devices, such as a laptop computer.
g. Maintain an audit trail and record data access of authorized users and authorization level of access
granted to the EDD's data, based on job function.
h. Direct all personnel permitted to use the EDD's data to avoid leaving the data displayed on their
computer screens where unauthorized users may view it. Personnel should retrieve computer
printouts as soon as they are generated so that the EDD's data is not left unattended in printers
where unauthorized personnel may access them.
i. Dispose of confidential information obtained from the EDD, and any copies thereof made by the
Contractor, after the purpose for which the confidential information is disclosed is served. Disposal
means return of the confidential information to the EDD or destruction of the information utilizing an
approved method of confidential destruction, which includes electronic deletion (following
Department of Defense specifications) shredding, burning, or certified or witnessed destruction.
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,4ugust 21, 2015 Bank of America ♦
Rom Uu Merrill Lynch
Empioyment Development Department
BOO Capito! Mall, fAIC #62-C
Sacrnrnento, CA 95314
Bank of /\merica MerdH lynch is pleased to respond to the Sfate
of C2!ifrnnb, Emp!oym,;mt Dewliopment Oopzrtnwnt (the EDD) A powerfu i partnership
RFP for E!octn:mk Benefit Payments (ESP), For the: past five
yc,,wt, we have worked dose!'; 'Nith the EDD to sun::essful!y
At the core of the EBP program's success
establish an unprecedenhnl progrnrn, Caiifornians nvN have a
is our dose working relationship with the
safor, more fie;dbie and convenient method to access their
EDD, Together, we have successfully
f:rnnefts payrrientt,
launched and managed this massive card
program, We have distributed an
unprecedented 5.S million cards,,
hs your currnnt provider, \VO are iciea!ly positioned to help you
build upon tho vast success of your EBV We bok forA<ad to processed nearly 750 million
adding ne1N program tnhanr:ements that vdl deliver even transactions and handled 15.S million
grnzt&r custmnm .satbfadion and operntlonai effkioncy, customer service calls. A!! components of
this monumental program continue to
Staying the course toward infinite possibilities run smoothly, securely- and sustainably,
By ren-uining 1,vith Bank of America fv'lerdi Lynch, you ;ssuro
your beru::fld&dB:t uninterrupted service znd umvavedng
rnliabHity, Vihat't morn, >,,;,,e rnn immediahtly begin V'iorking
to\vard nt,\' inriovstbnt and lmprovements that take the
program to t'/en higher leveb of su<:J:cs:,, Vie wrn leverage past
successes and best practices, as \von as emerglng technologies,
to help you oontinw0 fdfd!ing yowr orgzni2ationai mission weli
into thf' future, \Ve bring you the foHowmg dbUrx:t advanL,ge$
that no other provider can match:
• Solid program continuity~ VIe can help tho EDD avoid ths burdensorne and cost\' process of
transitioning to a nsv, prnvidBr, 'lour en,pioyoe.s czn continrB focusing on their core duties and perhaps
mo.st important!v, avoid the !Barning cur'\/0 that inevitab!y comBr v,iith moving to a ne,N provider,
·• Unrivaled ability to assure success~ Through our experi0nc0 \vith the EDD, Vie hwn developod a keen
undentznding of exactly whzt it tdws to sust;ifl an ESP progrnm of ths magnitudo, Ho other prnvkfor
come.$ cbse to our levB: of insight or abdity to manage a prngrnm of thi.s <ze - that me.znr \/OU
nuintain the high if''/ei of an::un,c; and lmv error rtte you htve come to e1,ptct,
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11 Continued support of the EDD's central mission~ The focus on daimants rontlrnJt>S as v1e move
forward into the next era of the EBP progr:arn: \VB :,00 new opportunities that can make the program
better th;n ever, By 10\/sr:aghg past succo%es and best practices, as vs1eH as emerging technologies, we
can hdp vou continue fo!filiing your organi;rntionsi n,bsbn I.1sli into the futurn,
11 Superb customer service- Vie set the bi:ir high i:ind prk:!0 ours..dves on serving each rni!er \Nith sv/ft,
rnspornive swv\ce, Long can ho!d vvaih and bw:,y SignaL am not toiernted at Bank of America fvlBrriH Lynch,
Our representatives am ernpo1:vernd to urn sound judgment and resolve prob!ems quicklf I/Jo are
consbtenty rncognin~d as being an industry leader in the customer service arena,
11 A dient team you know and trust- The EDD ,vW continue to be supported by your current Project
Manager Sabrina Otrk, \vho b deeply fardlitr \Vith ad day<o-diy operations behvenn our organizations,
'vVorhng in tandsrn with Sabrina Cark, your disntteam vii! tontirms to vmrk dingsntly and strntegka!y
to sssurn your needs sre foliv rnoL
Evolving the program well into the future
As \VB !ook to the futurn of the program, we are ready to v:ork v1lth the EDD to design :additions! disbursement
options for vour r::JairnanL, providing even gr0ater conv0nience snd eff\dencv, Vie v>/111 continue to !overage
emerging tschnokigios and innovations in an effort to refine the ESP prngrnt-r1 and fully servo csrdholdors'
evdving mwch and prnfsrnnce;,
111
Direct deposit - 1/1/s \t✓ id sham best practices and work vAth
you tt:, settle on 2 design for dirnd depm,it function,dity that
az:commodates both the needs of the EDD and your
dtimants,
111
Mobile capabilities - Throughout the past five years,, \VS have
introduced several enhancements ss berwfidarv use of the EDD personnel wi!l continue
Internet and mobdt> has grmvn,, intluding ted message and
to have Immediate telephone
emaH slerts, and a revised cmdhoider web:.itc \Ve continue
and email access to Project
to seek imprcvsmsnL to meet the rnpidly changing \/'.iays
Manager Sabrina Clark. As
benefldaries rnanags their fond;, P!ans are sirssdy in the
'>Nmks to refresh the cardhokl.Br A'ebsite in 2016 with
you know, Sabrina has
capabilities that offor easy and irtuithie navigation i:ind managed the overall program
optima! vie1Ning 0><p0tience aero% a ,vide range of rnobile on a daily basis slnce program
device;, launch. She Is your first p:olnt
of contact and responsible for
11 Enhanced security and fraud prevention - Our tutting-edge
assisting with a!! account
approach to security 1s rmdti·facBted and evsr·evo!ving, \Ve
management and contract
are fofy xnrnorsed in industry best practices and \VB stay in
tune with emerging fraud trends in order to sffoctivsiy
management needs.
cow1bst frnud and reduce risk
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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 ATIVls in
California, and 15,171 publicly-accessible in-network ATIVls throughout the US Cardholders also have access to
over 70,.000 surcharge--free ATMs internationally through our Global ATl\4 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 apprnaches and
solutions.
Bank of America Merrill Lynch will continue to perform the v,rmk 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 EDD of our staunch commitment to your organization and our unwavering ability to meet-
and in many cases exceed-your requirements.
Bank of America l\4errill 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 EDD's satisfaction.
As a senior officer of the 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 EDD. Building upon the solid foundation we
have established with a highly successful EBF program, we are ideally positioned to fulfill the EDD's
requirements-exceed your expectations-well into the future.
The possibilities are infinite.
Sincerely,
Dawn Haddock
Director, Senior Treasury Sales Officer
Bank of America ~v1errill Lynch
Ph: 916.326J825 i Fax: 415.633.0156
dav✓ n.e. haddock@bam I.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 .............................................................................. 39
Resumes .................................................................................................................................. 47
Attachment IV.3 Staff Roles and Qualifications Matrix .......................................................... 53
Attachment IV.4 list of Subcontractors .................................................................................. 61
D. PROJECT STAFFING ................................................................................................. 62
E. ADMINISTRATIVE REQUIREMENTS DOCUMENT CHECKLIST .................................. 67
F. COVER LETTER ........................................................................................................ 68
G. MINIMUM QUALIFICATIONS CERTIFICATION ......................................................... 69
Attachment IV.5 Minimum Qualifications Certification ......................................................... 70
H. FINANCIAL RESPONSIBILITY INFORMATION ........................................................... 74
Attachment IV.6 Financial Responsibility Information ........................................................... 75
I. REGISTERED TO DO BUSINESS IN CALIFORNIA ....................................................... 76
Registered to do Business in California ................................................................................... 77
J. CONTRACTOR CERTIFICATION CLAUSES (CCC-307) ................................................ 78
State's Contractor Certification Clauses (CCC-307) ................................................................ 79
K. DISABLED VETERAN BUSINESS ENTERPRISE PARTICIPATION PROGRAM(DBVE) .... 83
L. SMALL BUSINESS CERTIFICATION ........................................................................... 84
Attachment IV.7 Small Business (SB) Certification ................................................................. 85
M. EMPLOYEE CONFIDENTIALITY STATEMENT ............................................................ 86
Attachment IV.8 Employee Confidentiality Statement .......................................................... 87
N. INDEMNITY AGREEMENT ........................................................................................ 91
Bank ot America Met-rili lyn Table of Contents Ii
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Attachment IV.9 Indemnity Agreement ................................................................................. 92
0. INFORMATION SECURITY CERTIFICATION .............................................................. 93
Attachment IV.10 Information Security Certification ............................................................. 94
P. DARFUR CONTRACTING ACT .................................................................................. 95
Attachment IV.11 Darfur Contracting Act.. ............................................................................. 96
Q. CERTIFICATION REGARDING LOBBYING AND LOBBYING ACTIVITIES ..................... 97
Attachment IV.12 Certification Regarding Lobbying .............................................................. 98
Attachment IV.13 Disclosure of Lobbying Activities ............................................................... 99
R. CERTIFICATION REGARDING DEBARMENT ........................................................... 100
Attachment IV.14 Certification Regarding Debarment ......................................................... 101
S. CERTIFICATE OF INSURANCE (COi) REQUIREMENTS ............................................ 102
T. TARGET AREA CONTRACT PREFERENCE ACT (TACPA) .......................................... 105
U. PAYEE DATA RECORD STD.204 ............................................................................. 106
V. PAYMENT CARD INDUSTRY DATA SECURITY STANDARDS(PCI-DSS) ..................... 107
W. DISABLED VETERAN BUSINESS ENTERPRISE DECLARATION ................................. 108
Bidder Declaration (GSPD-05-105) ....................................................................................... 109
Disabled Veteran Business Enterprise Declaration (STD.843) .............................................. 110
X. IRAN CONTRACTING ACT ...................................................................................... 111
Attachment IV.15 Iran Contracting Act Certificate ............................................................... 112
Y. COMMERCIALLY USEFUL FUNCTION COMPLIANCE ............................................. 113
Section V: EBP Service Requirements ......................................................................................... 115
Attachment V.1 Statement of Work Acknowledgement.. .................................................... 115
Attachment V.2 Statement of Work-EBP Service Requirements ......................................... 123
A. Administrative .................................................................................................................. 123
B. Administrative Application ............................................................................................... 126
C. Batch Process, Cash Settlement, and Reconciliation ........................................................ 128
D. Change Management ....................................................................................................... 134
E. Claimant Account Structure, Corrections, & Adjustments ............................................... 149
F. Customer Service .............................................................................................................. 155
G. Disaster Recovery and Business Continuity ..................................................................... 197
Bank ot America Met-rili lyn Table of Contents Iii
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H. Electronic Benefit Payments ............................................................................................ 205
I. End of Contract Activities ................................................................................................... 218
J. Fees and Surcharges .......................................................................................................... 221
K. Governing Regulations ...................................................................................................... 223
l. Investigations and Fraud Prevention ................................................................................ 225
M. Marketing/ Customer Communication ........................................................................... 231
N. Project Management. ....................................................................................................... 249
0. Project Staffing ................................................................................................................. 251
P. Reports .............................................................................................................................. 253
Q. Security ............................................................................................................................. 265
R. Testing ............................................................................................................................... 273
S. Training ............................................................................................................................. 278
Attachment V.4: ATM location File Requirements ..................................................................... 281
Disclosures ................................................................................................................................... 285
Bank of America Appendix Items ................................................................................................ 287
Bank ot America Met-rili lyn Table of Contents Iiii
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Bank ot America Met-rili lyn Table of Contents! lv
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Narrative Description of Services
The Cal1forn1a EDD 1s an organLrntion with a rkh history and strntBgk focus on the futurn. As one ofthe Lirgest
state agencies in the U,S:,, you havt tremendous rnsponsibHity, and an outtt:md!ng servke rncord to the peopie
vvho depend on you ezd, day,
flve yearn ago, the EDD emb;irked on a mission to drive grnat0r efficiency, redurn taxpavor costs, ;;ind provide a
better daimant 0;,;p0rienc0 by transforming from paper to electronic unemµloyrnent +nd dbabH!ty pdyments,
Vdth the introdt.v:tbn of your Ebctwnk. S.enefits Progran, (ESP}, the EDD entered into a new era of benefits
dhbursement fnnov;;itkm and effidenr:y, This progrnm corH,eCt$ peop!e and communities throughout Caiforn>
to even better opportunities and a slmp!er, morn rn!izbie 'N8V to actess the fonds- they need,
Connecting California to infinite possibilities
The bank and the Stzte of Ca!ifornia have z bng-standing,
hstork relstklnship fr;:,rns.ed on delivering nB\V va!ue snd
driving effiCunc\', Vdth this prngrnm V/0 have together set the
industry s,tandmd for the vailw thd ;;i pm paid card program
An Integral pwrt of Ca!!forn!a 1 s
can ddiver to unernp!ovment and disabi!itv dain1ants., Fwrn p1wtf pr&se:nt and future
card holder ar:cess to funds and foe dn,pHdtv, no progrnm h Bank of America began serJing canfomia in
the nation mztches whst CA EDD ddiver.s for its daimants, The 1904 vvhen A.P, Giannini opened San
Natklnal Cornurner L;;iw Center has bNice agreed - giving the Francisco's Bank of ltaly 1uith a mission to
progrnrn two thumbs up in each of its vnernpkr;ment benefit serve, and to leverage the power of capita! to
card revie\VS, change peop!e's !ives, Since then,, ,,uhi!e
\Vs am committed to psvments innovzbon znd more
technology and capabilities have evolved
tlrnmatka!ly, our central commitment to
importantly to om pmi:nernhip \Nith the CaLfornL, EDD, We me
serve the state and its people has remained
proud of the program ,Ne\,n butt togethor,
the same.
Om proposa! offers the Stste a tontinuous r:onnection viith
Today_, we support more than 400 public
the institution that helped build this industry-leading ESP
sector organizations throughout California
so utkrn from the ground up - and so much morn, In delivering
and ;,ve bank almost half the households in
ths program_, 1xe hmie devBloped strong and extens1ve \Votking
the state,
rnlatkrnships, d00p knowledge of the prngrnm, and most
importantly deep trust in om rnliedive zbiiity to continuously We are proud of our shared !egacy, We are
de!iver for ad r:bimants, \Ve wrn continue to o,ceed your tleep!y committed to our current partnership
expectations, while evolving to enhance your hstork payment 1,uith the State and the- EDD, \!Ve look forward
program, to a bright future that connects you and your
daimants to new and better opportunities,
Together, we zrn psrfoct!y positioned to Isversgs the program
stabhtv \ve'vs built to rnar:h even grnater milestone.$ in the
foturn, \Vs NB excited about whore v,m've boen, where we
are today ~ and where we'rn going,
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Partnership
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Where we've been
®i;,-yeat plus history in C0!Hnrnit1 1 Ci:>tnu-iitrnent to
the conununitv • • Serving the EDD tc, 60
More than eight decades of corr1mitment to serving California
Bank of /\mer\ca has a kmgst;mciing rn abonship v;ith the State of CaHfomi.a, Vie are tha State's primary
depository bank ,rnd a trusted long-term partner, Our relationship 'Nith the State sp;ms more than 80 years -
'>N0 have a vested int0rnst in Cdifornia's overnH success,
As one ohhe stat.ls ltrgest singie taxpayers, \NB have morn th.,u, 30,600 empbyees 1:ving in and ,vorking in
Cahfornia communities and have staffed the EBP program's primary cdi center in-state, V/e bank almost hdf of
the rnsdonts h the State of Caiifornb and -;,ve prodde banking services to morn than 400 government agencies
in the state,
Vie are the iargest retail and commen::ui Bank in CaHfornia vAth 011 financiai centers and 3,745 pubk:Jy-
accessib!e ATfvb, \Ve are the leading provider of government banking services n the state,, vdth your bcai cdent
team and prep;dd card project manager based right in Sacrnmontc
in 2014, 8:rnk of Amerks prnvk:ied morn than $L1 biliion in nev; credit to sms!i businB:$$BS· in Ca%:::.mL,L \Ve sbo
sho'Aed our ,wHd con1tYdtment to the state \Nith the fodovdng;
IIS Grants and matching gifts-In 2014, the Bank of /\rnedca Charitable Foundation gave n,orn than
$20,826,930 to hoip h:::,nd nonprofit community organizations d;:iveicp and grnv,, This flgurn indudes
matching gifts from the foundstfon,
l8' Matching employee donations-In 2014, 0mp!oy0es contributed $3,75SA43 to the oca! charitab!e
organizations of their choke; th\s smount was n,stched by the Bank of Aff1erka Chard:ab e Foundstion,
111
Volunteer hours-In 2014, bca! 0mpby0:es vokrnt0ered 267)?28 hours for maximum impact on th0ir
communltie:,, in tota, LS, empbyees conttibuted more than 1 million hours in 2014,
IIS Environmental commitment-Since 2007, Bank of Arnorka hss dedicated $34,4 bTion to lmver carbon
emls<om and other environment&! bush0:% <ldiviUm:s, The Bank's current 10-year, $50 bUk:m
envimnment,d business gca! is focused on sdvandng !cv;er~c:arbon economic $O!utions through !ending,
equipment finance, rnpitsl markets and advisory adLl\tiGS, carbor>finanr:e ind il'lvestment advice" and
so utions for ,JientS- around the V'/odd,
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,4dditbna!y, owr bng~Lme pn,ipaid cJrd pnmr%<H, Vhw DPS, a division of \/is0 U,S,A,, h;s deep roots in
Ca!ifomh Jrld do,as much to support the st;te and its economy, Vis.,J's woddv/ide h,Hdqw1rters is kwzted in
Cahforrd& and they me ;;i ma_ior omployer in the »Lilts,
Number of Vim Hb ba1:,ed h Cs!ifornb
Number of Vba Contrnctors bas0d h CaHfomil> 1,963
Ongoing, forward-thinking collaboration with California EDD
\Ve began our rn atlonship V>/ith the EDD in the tYlid 195•J"s, providing a rnultituds of treasury services, Sines
2010, ViO h1vt Iiorked in tandem 'Nith the EDD to achieve your ;nten11I goal of rnodng from paper to eicctronk
pwyment: for morn effkifmt disbursements whHo mdntdnhg an unvJ0vering focus on the needs and
preferences of benent redpients, Throughout the life of th0 E8P program, i,ve have partnued \Vith your team to
rofine om prote:ses and t&thno!ogies, asSLving that the EDD's fud program gods arn consistently met -and in
many cases, exceeded, Together, \VB have rcschsd ne\v levels of 0;,;:tdbnce in terms of offidencv, customer
service 2nd operntbn2l proficiency,
As dBmon.:trntod throughout the p2st fbs years of managing this program - as vveH as th.;; kmg 2nd v2lu@d
rnl;;ifo::msh\p thrt preceded the EBP program launch - Bank of A,rnu-ita embrntes a col abonitive partnership
v/th EDD that ,viii iast throughout the yesrs, Vie !ook forward to the next era of possibiiity and success,
Reaching new milestones along the way
Since impbrnenting this bold and 1nnovatlv0 program, Caiifomisns have tome to rdy on prornpt and securn
eioctronk dbbursernent of thdr benefits puymenb, Tho trnprecedented solution h1s proven to be J safer, more
Hmdbis and more Jt:cossible method of dbburting these critic2 funds, \Ve arn committed to strong rnrvko love!
1gresmBntt and we 0chisve then, month aftBr month, As a rnsdt of our teanwmrk v/th the EDD, 94 percent of
t:ardhoiders have indkated high satlsfat:tion ·with the prngrnm,
Vie iliurtrnte sevend key program milestones on the foliov1ing page,
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Program milestones & federal and state hiehliehts
Fackeral infinite possiblities
fA Uneengdy
ProcErs
Launch slate
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Examples of Excellence: Illustrating our cornmitment to the EDD and
your claimants
Over the psst five years, Sank of America has continuaHy proven our unwavering dedicstbn to the EDD snJ vour
dain,snts, V/e hw/e taken urq::irncedented st@ps to sdjlJSt our standard process@s and customi:rn proc@dmes in
an effort to ensure benefidaries hsve r@liable, convenient snd secure access to their funds, Bekl\v, VJ@ outhne
sevma! examples that dearly Hlustrnte our solid commitment to the £DD and the people 1A1ho depend on our
respective organLzations each day,
Lm1guage capmbiHties
The EDD and the State of Cahfomia serve a
dr,;en+ popu!atbn, ,A tr\fa:al concern of the
EDD upon hwnch of the program v;as to
ensure the Customer S+n/ce Center
supported the corn ianguages of English,
Spanish, Armenian, Taga!og, Punjabi,
Cantones+, fvi&ndadn and \/\etnsnHse. Vv'e
currnnty provide Pve repreHmtative and
sutomatsJ phone support through the IVR Examples
h 2H state core bnguages, h 2ddition to
of
these !2ngu2g0s, VJ& ako offer .additbna
rnpsbi!rUes through a langusge !ine service
Excellence
where over 240 different lsngusges sre
supported,
Vie rncogdrn that m a prngrnm supporUng
mi!lions of cbimanb, dn!lenges c2n arise,
Solution$ require team'Nork, flodl>Hitv and
hU$1:, During the rncent intern a!
enhancement to CaLford& Unempk,vment
Benefits Services {CUBS), dairnant payrnents
worn dobyed due to hforn,2tbn techno!ogy upgrade needs, We '>Nero ablo to be flodblo and n,ove the fllo
proressing tim0 by t'No hours, alio,ving the £DD to keep the system up !onger during the d2y and thernfnre
errnbiing the agency to rndw::e payment b2cklog$,
A top-rated customer service center focused on serving your dairnants
V/e h2vo continuaHv provided sfaH2r u.utomru sorvko to EDD dain,ants 'Nith a caH center $taff th2t i$ primuHy
b2s0d in Canfornl2 and fu!ly dedkated to prnp&id card programs, VJhether it b om rnulUp!e language support,
the support vs>e provide to i\uthor\z:ed Roprnsent;;itivos. of daimants, Ihie rnpresentativo assistance for dirntt
deposit transforn or Emergency Cash Transfors vb V\/0stern Union for those in critical need of fonds, providing
oxcelkmt service b om top priority_
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V!ith the permission of the EDD, to 0%lffe that we are rnndnusiiy provkling the best posslhie n . ctomer
uxpedence for tudhok:lers, \VB regubdy sob:it feedbzck from those who tsH in, After our fast ttvo months of
surv0y,\ in Juiy 2014 1ve revie\Ned th0 survey rnH.dts with the EDD as part of the executive leadership m,wting,
The EDD indicated they \Vern kn pressed vvith the survey rnH,its and
requested to sand penonne mernben to tour the Bank of Ame des
cad center, During the upcoming 'lisit 1 the EDD is coking to gain
valusb e hsighb znd learn best prndkes to achieviil ,_:;imibr
Combating fraud with proactive initiatives and Regu!ar program reviBvls keep
ongcdng communication EDD !aadership lnforrn.ed
Vie continue to meet quarterly vvith the EDD to discuss the During our b!*month!y meetlngs
evdving trends and fonnu ate tho most effotti"<!B \vays to protect wlth the EDD executive
ESP ddmsnb from fraud, The prohiction c:d cardholders b leadership team, we discuss
parnmount snd comn-1unksLon is a key compomrnt, For B<•:ampie, program performance and
in the situation tvh0rn ,ve became zwme of z ''phishing'' event 1Ne
share information on any
'Nork0d \Vith the EDD to alert cardholders and µlaced important
upcoming activities,
messages on the cardhdder vvobsite for their aviareness and
protet:tion,
h, 2013, 'Ne introduced the Frtud Polity klanager to the EDD investigations team and, as a result, bi•h<'Bekiv
touch-point t-r10Btings take place, \Ve hMe also deveioped a standard cornmunicationr process \Vhwebv the EDD
can notify ln of ww large fraud issues, that mav emus a negative impact to cardhodern.
Communication and a strong 1,vorking rnlationship is key to fraud mitigation, and together ,Ne have built a sed0s
of routiMs and impit>m0nh,d best prntb:t>s to prot0d the program and manage to IndMtry·IO'N fraud !0vo s,
Over the past rnvernl year$,, as reported rnguJrly in the media, thorn has been a significant increa"'e in the
nurnb0r of brnsche.s external to Hank of Amedca ~vhern card data h,e!S b0en e:<µo,_:;ed. As a rnsuit of these rncent
mon::hant cmd data breathes 'lie have not had to perform any ma'.Vi rebsuance of prepaid cards,
Since Bank of America is rnsponSibie for external transaction fraud on cards that we issue a"' part of our Zern
Uabinty guarantee, \/iO take a risk·'Neighted approach to rn\iiovv the likdihood that a card numbw will be usw:1
for frsud and minimize any negstive exped0rice to cardhoidern \Vhosc fund$ hwn not bfnm irnpscted, Our
preps id portfolio hos not seen an inuesse in fraud losses zssodst0d v/th these recent merchsnt dots bresches
and neither our dents nor t2rdholders, have suffered ,,mv fin;;mdai Oss,
Our bank card fraud prevention and monltorlng is rnnksd tops in the rnwntry snd has been nanwd ''Btst Ovornl!
Identity Safety h Banking'' for nine c0nrncutiv0 ,,10ars by favePn Strategy,& Research - a leading providnr of
hd0p0nd0nt industrv sp0dfic quantitative rnsearch, The extensive fraud rnitigation strntegi0s our prepaid t0am
utdlrns am sophisticated, and hmm s..uttessfully mrUgated !a.go fraud ims0s,
Bank of i\n10rica ls committed to being st the forefront of fraud and data security Arntegies, benefiting the EDD
and si! of our re,_:;pedke cardholders, h the event a canJholde('s cord b tompn:,mised they arn protected
againtt 1,mautho620d rnrd use by Bznk of /\merirn Zero Uzbnity, s pL,1n that 01.ceeds the protections offered by
Regulation E and standard nehvork zern liability pbns,
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Our greatest differentiator: a proven track record of solid ability and
unwavering commitment
As your cutTent provider, ,v0 are idsaiiy positioned to bu,kl upon the vast success of vour EBP- The EDD has tho
opportunity to grv,v and 0vo!v0 ib progrnm on the stabb foundahon wo'vo built together, \No can continue
n,oving foPNard v/th progrnm onhsncements that -,,vi!\ derive oven grostor custorrwr satisfaction and oporntional
B'ffidency, such ss dirnd depo:dL
By extending tho partner.hp vdth Bm,k of Arnerxa, you assure your bonofidmios uninterrupted 10n:'1c0 and
urhvav0ring rnlkbility, You olknhats the burdonson10, costh; and uncertain process of trnnsitkmhg such a brge
and compkir pmgrnm to a nevJ provider - ;;is ,u,,dl as the risk Tho EDD on focus on tfatverv and strat;;gic
priorit10s, tvhi!B personrrn! fotu1 on core duties instoa<l of a distrncting and missive transition effort. Further,
and most importantly" wo .2ir0 rnrdklent thst trw £DD already manag01 the bust prepaid cmd program 1n th0
nation for tho benefit of a!! Cdtfornfa daimants,
Since tho program bunched in 2010, '>Ne havo \Norkod $ide-by-sdo with the EDD to make procots rnfirlemrnts
and procadurn adjustments that aswrn a ruccessfd pmgrnm, VJ0 continuaHy mns,,w0 that your daimants get the
funds they drq:>end on, when they need them, i\t your program peak, 'NO vvme ab!e to process 560,000
enroHm0nts pBr tnonth and tnanagsd our cspm::ity accordingly, in the current environment we stsnd roadv for
any ;:;urger in volume,
Sim:B' vour progrnm iaunch, whihi sovernl high~prnfilE providers havo exited tho prepaid dbbur$Hmmnt $pace, we
havo invet-tod In our tapabiPties and grovH'l to meet tho evolving noodt of cur dwnb, Our commitment to our
dienh and this pub!ic sector industry is dependent upon our ability to manage econornicdly sustainable
programs,
Our commitment to this product offori.ng !$ evid1rnced by cm t:ontimJou;, prot:e1$ improvement: snd morn
effo::isnt business rnodeL As a rnsult of our efforts. and experience over the past frm yesrs, \VO hav0 developed &
keen understsnding of exactly tvhat it takes to sustain a progratn of thh ffwgnhude, No other provider can
match our insight and nnd0rntanding of tho cornpbxib0$ and nuances of vour progratYL No other prnvidsr can so
dearly d¾monstrnto an WY>Naverhg commitment to your organizstion, Ho other provider hat E track record thst
dearly pro,ie:t our rnpabhtws and our deditttion,
\Vs appreciate the strong rnbhonship \ve\n, built \Vith the EDD and wo are enthluiastic about c<n,tinung and
e:spanding it for many year$ to come, The postibditios arc VB$L
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Continuity
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Continuing along a successful path
Continuous grotvth: tranuformativs techno!ogies ;;u1d
ongoing process 1rnprov0m0nt
\Ve n10int0k1 a stsunch focus on cldmants as we hone our processes snd
hhigrate new ted,nobgy, For instance, w& hsve slgnifk:sntiy scaled om
operatkins -from rnrd productitn, to banking center cad, tdvanrns to cal!
center management - to be rnore efficient and effective,
Cm1tinu0us!y supporting
The focus on dairnsnts continuas ss \VS move forwsrd into the n@xt Ha of the EDD's central
the ESP program: \Ne sue rev.; opportunities that can m .. ks the program rnission
better than ever, part\n..dsdv in this time of rapi&y evoivng payment
Through dose
teehno!ogv, By k,veraging psst s,ucceo'ises and best pr;;idkes, as \ve!I as
co!!aboratlon and
ornorgng technoiogiss, \Ve can ho!p you continue fudiUng your
orgsnhationa! misdon \vsH into the future,
strateg!cally developed
technology, we continue
The pubh::: sector c ient t0am., card experts and benefit spedaiists you hsve to ardently support the
come to knmv and trust look forward to continuing our snthusiastk EDD's mission to deliver
support of the ESP progran,, \Ve \Vi! continue to do!iver on our prnrniscs,, valuable and innovative
maintaining dose communicstions snd consutstive partnership to sssure
services that meet the
continuity of service and rnPabHity for daimants,
evolving needs of
'vVe are proud of our shared achievements, and vn !ook forward to employers, workers, and
building upon these strnngths v1ith nev1 innovations frmt prepsr0 the EDD job seekers.
for a succcssfo! future,
Where we are today
WEARE HERE
custun10r cotnn1unicatlun:; 1
Convenhrnt and s2>cure ,,i_;;·v~,,n,·•,-cJ
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Caµabmtias and capacity to support the EDD
Extrnding the Bm,k of i\merk:ri partn0rship provicl0s. J$$urnric& of htv1ng the high !ev-1d of accurscy tt1d !ov, em::w
rate you have com0 to exp0cL Vh hsve cordstent!v p0rformed according to your service !evs!s and general
processing is never above 40'% uti!hation, Bank of hrnerka and Vba rs present the wcdd's brgest card issuer and
payment nebvork,- r@spectivs'{, Owr infrastrnctwrn is designed to sca!fL Vie mah&ge our systems to a standard
capadty indicator and tvhen sxc@edscl, 0 p<lnned upgrnde i.s hitiated,
For the csrdholclm P✓R and crdine custm,wr ,>:Hvk:s '>Nebsite., the current thrnsho!cl is 60 pen::enL if thb threshold
is evBr mot, capacity b incn.Hsed according>r Vlith this approach, capacitv is scdablo and e%Bntbily vnltY1t0d,
Based on cm odstbg gowirnm@ht prepaid debit card portfolio, sr1tidpst@d grovAh and om knov/edge of the
EBP program, 'I.;8 have the capadty for continued seP✓ k:e of this program and any fwtwe 8xpsmions,
Award-winning custorner service: delivering on our promises
B+nefit daimant:s have enjoyed cornpreh1;msive 24/7/365 customer Hn<'kB and respohsive support through
mdtiple customer service chsnnek This hdvd@s cniine and tcF.fme automated phone system \Vith the option
to speak to a h,iB customer servk:e reprns0ntative, Our caH c0t1brn are staffed by BY,pmiem:ecl reprnsentztives
fuPy dedicated to prepaid card programs,
Our Carmkhae!., CA customer tervke center continue.$ to sorve as tho primary location for live customer
servke swpporL Thh fod!ity emp!oys; appro:dmate!y 75 peteent of the staff required to support tho EBP
progrnm, Today, of a!! rni!.t answemd, JG portent am 0nn•1ernd in CarmkhaeL
As vou knov.\ om cad center Aaff rnernbers ,ffe empowered to take care of customers ~ 'NG prlde ours0h10s on
providing steibr custcrner service to every <:slier, Long tali hod ,,,valts and busy Signals are not tdornted at Bahk
of America, Ymn progrnm's avernge speed of sns>sver is 30 seconds and vom avernge handle time is 230 seconds,
Vie wndmstm,d that tu$torrwrn ca!! b0caus.s they nwtd he p and support - our
team is trnined to prn,ide that support, Our system is designed to meet d! of
the tapa<ty requirements within the RFP and rnore, V/0 \Vin continue to meet
tho EDD's requirements by providhg robust mwltHanguage self-service
cspabdity abng \Mith !ive operntor swppmL
Underntancling the urgent need to provide responsive Outstanding CmH Center
support to dain10nts
Satisfaction
Each month we measure
Customms' fr,;8S can change quicky - and their financisl stability is often
claimant satisfaction with
impacted by those changes, Because \Ne understand the stress oft change in
our call center, Wr/re
fhandd circurrwtahces on an individual, the bank adopted a cvstorner service
a pproath that ha$ our customer service rnprnsehtatives think of themse Ive.$ as
proud to say we
the cwstorner, Ow customer service staff tak8S O'>Nnmship of the daimant's ct:mtinual!y achieve 94
b$USS and supports cal!ers using the appropriate approved scripts, business percent of claimants
mies, and procedurns to provide svdt resolut\on of the ct! w's issue, Thev rim im:fo:ating high
ernpovvernci to use sound judgment and resolve problems to the best of their satisfaction with our
abHity, They hokl themselves and their peers accountable for making every ability to reso!Ve issues in
interaction 'A'ith a tbimant an effective demonstrntion of our commitment to a timely and courteous
them, \Ve continue to pride oune!ve,, on "'Doing the Right Thng'' for the manner.
customer,
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Leading the way in technology and ease of access
Vie ,,;re the vmrid's !arges;t cMd isttw, and it the for&front of payments innovatk>ri. We invtd hta'Jily and stay
current in the techno ogy that supports those programs and ,NB redite the importance of error free, high-quahty
sennnng as 'NS!! as the security of rnstomer inforrnat\orL Bank of America's o;perienced team of profossbnds
wJi continue to work coliaborativelv \Nith tho EDD to assurn that the servko Vie offer trwiy rn00tz your gods and
objectives,
Not on!y do v10 understand the rnrrent payrnent,:; !am:bcape, but \VB are abo driving the next stage of paynwnts,
inducting /qpk~ Pay and other innovations, As payments evoivo, wo 'N,H continua Hy vvork to ensurn that EDD
dz ima nts f:nmeflt from the in nov.atons thzt zrt most appb:a bie to them,.
An 0so'ier1tid ulerrwnt for the rncces:s of any eiuctrnnk benefit payments progrnrn k that users have convenient
access to funds, Bank of Axnor\ca is partkubriy a,vare of tho concerns surrounding foes robtsJ sptdfkaHy to
unen,pbyment and dbabiiity card ao:ess, As you knmv,, we havt offered an exctHent fas strrn::twre to your
daimants, one that pn:rddes am pie access to funds,
Vie offer /\Th'l a1::ce% at any cf om Bank of America /\TMs w1 Caiifornia, United States, and intemaUonaliv as
depicted in the tzbb bokrw, h addition, we provide owt-of-nehvork acce.ss, Our 3,745 California ATf/h am
dearly branded, and are \Vho!!y O'>Nntd by Bank of ,America, That mtarn A'S don't reiy on contractors or
nehn::.rb for acctssibility ~ we maintain? monitor and opernhet our {:::>'AT1 AT!Vh, As a large financial institution" it is
critictl to lb that 'Ne provide robust, tor\Sstent access to funds for ad our rnstomers,
In-Network ATMs Available for Cardholders
15,1/l
Bank of A,merb:.a is a rnember of the Global AT\:i td iznce, This Globa AT/Ill Aha nee b a group of finzncial
institutions that has created the ,;;ork:l's first international AHA i\iliance, Cardhoidus have ar:cess to over 70,000
ATNL lntsrnatlona!ly that v& not charge a surcharge through our Giobai ATM A Hance, The table beiow
identifies:, the banb and cov0rnJ;;e for the Global ATt/1 AHiance,
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America
Bardays
China
Deutsd,e Bank 24 Gern-wny !ntErr1atbnal transaction fees are
not waived at Deutsche B<mk in
Santander Serfin tvlexico
Scotia bank Canada, Mexico
VJestpac Bank
In addition to acc0ssing funds through our 0xtsnsivs .ATivl nsbvork, dairnants ma-/ continue to make unHrnitsd
purcha10'.'i Wi0ry1Nhers Visa debit card◊ an accepted~ nf!Pons of locations v10ridv/ide, This provides convenient
access to everyday purchasing at retah:ns, grocery sterns, restaurants., and gas stations, The card may ako
continue to be used for pinned µnht~of~saie cash·back trnnsachons, cnlinH, by phone and by mad purchases, as
•,,veil as for bi!! payments; tvhme providers acc0pt Visa cards,
As the largest bank in California, no other bidder can prnvds M manv locations for dairnanb to acts% berH,fit
funds over·the<ounter vb their own teHers, in tho state of CaHfomb, 'Ne have 911 Bank of America finandd
c&nter kinitions. VJhde dil!innnts may go to illny of the 7,$06 Vi.$a bank or crndit union locxticns in California,, ,ve
en$UfB that cur tsl!ers am 'He!Hrnined on the EDD prngrnm, ensuring a smcmth daimant mqerience,
Customer education and corrnnunications: ensuring program
adoption and ongoing success
ThB bank VdJtkBd in dosB co!!abornUon hdth the EDD and Vita to
succe%foily dsvdop and deploy a comprehensive marketing and
cornrnunirntiom plan that targeted sXi'.:ting tldnunts, nwx
cbimanb, employers, EDD staff and other illgencies, The pbn
featured strntegic timing of ccmmunkaticM and devebpment of
matNia!s using a vmiet/ of media tvpes., \Vo us+d i'NO primary
methods of dbserninatmg marketing and customer
con'ln-iunications n,atorials to ddmants: hard copies and website.
Nbrksting h::, 0mpbyees and other $tillkehdders ,Nzs handled
primarily through eiectronic methods, Tc tfate, the custom
coHillterni offered by EDD and Billnk of Amerkill n1millins the most
cornprnhensive m the industrv,
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L Phase One: Pre-Card Issuance Focus areas of three-phase marketing plan
Vis d'i'idgntH:\ and lmpiemented a
communications pL,rn to notif'j arid educate
daimants,, agency empbyees, and outside
stakdmkbrn about tho new puvrnont protO$$
and card l:nmdits,
:L Phase Two: Card issuance
V/e dev0k:p0d colbterd pieces des:)gned to
0nctwrng0 immediate activation and usage of
the card, Cornmurdcations ako provided usage
and fee avoidance education.
3, Phase Three: Ongoing Edw::at!on and Support
V/0 contimm to provide ongoing education on
usage:, obtaining cash without fees, and
budding financial Hterncy in an effort to ,:,uppmt
the daimants and the program benefit
continusil\<
Sank of Arnenca is prnparnd to engage vAth CA EDD in a cornprehenSive communications Arntegy as your direct
depcdt so ution is rnHcd ouL
Ongoing ccmmunkaticm.t and educational mat@ria!s. support
'vVs arn comrnitted to continuing to support ED[r's effotts in cornrnunk::ating to dairnants, partkubdy as \VB look
tov;urd expanding the prngrnrn Viith direct depodt options, 1//0 look forNBrd to continuing to partner to provide
benefits to the redpbnt by educating them on how bo$t to access their funds - convsnbnt!v and safoiy. h tho
paA VP!:: have .supported EDD personnel at conforence loc.ahon.$ to educate individuals on the EbP prngrnm and
VH:: me committed to continuihg that !miei of supped: in the future,
As a part of ongoing program support, 'NB are a\vav$ seddng ways to irnprovo om oxbthg wokorno package,
custon, nnrketing materbb and \vebsite bngu0ge to kesp daimanb abreast nf the best ways to safo!v access
funds and account information, as \Neil as to provide fo,anda! hteracy information,. Our De:ce:mbr,r 2014 v1ebsit0
refresh 'i'ifforts improved home pag,;, access to educational information around a erts, avoiding fraud,' avoiding
foes, bst/stoien card rep ;,cements and AHA safety tips,
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Bank of America EDD Debit Card
Your EDD Debit Card
from Bank of America
VISA
it~:::::s.::::~~·J;im:&fk:t · · • The Empioyment Deve!opment Department (EDD) Debit card !s a safer, more
AfMV,,s;.stw convenient way to receive your Uriemp!oyment, Disabl!ity and Paid FamHv Leave
benefits,
./
i,:fM L,nst,y Get hstm\t mx:e.ss to 'JOI.it t>enefrb on eath
;:rnyment date
>.-,. Shop and pay bib eve01wbcre Visa debit <:an::h are
,,_,v:epted
Get v,sh b<:K wth p,Arhasz at many JF)<U-V w,d
con¥enw.:nre stores
,.,,,. Au:.ess rnsh at AfMs and at anv tank or cre<llt
:JHqn th:*t ar::<:~·rts \Jb:a ,
)J vou iw,,e que~;t.kms r;_:,•9Mtiin1.'l y,wr (!aim t:dtilkttbn pwu,ss or bu'l€flts p11ymer,t amount, pktse p.1 to
: ::::\//}/ for ~»sf5t?snc:e.
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Soy ldorrand with Alerts
Get areg
hart a caacull es madats your cord
we
38 iG bew
hes Fe
ASHES. ES
Stopping criminads Sonetiees cominals wil ty ie tuck inehveksads
fermation i @ kext, anal or on a phone
Rem yuu be a feaudalent website fs
nce wabeiin, These phony & oi
a and provide amucdt aformater FRese
Lost or Stolen Cured? ATM Saleig Pips
please oak insriediately.
Siawede ad his
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in early 2016, 'A+ vdi complete a -,,uebsitu ;nd mobile rnfrn$h, enhancing the mobile access 0rp0ri0nt0 for
chdrn;nts utifo:ing their smart pb:>n05, This industry"leading technology viii! provide 0 mobi!0 experience v/thout
the n0ed to dovvn!oad a spetifk: app, Thu responsi\le mthitecturn wrn autorraUca!y rnsiz:e the semen based up
th0 size of tho devke, thus provkHng an optirmll and consistent viw,,ving experkmte across a wide range of
devices~ from mobib phones and tablet5 to !aptop:, and de;,ktop cornputer monitors,
Vdthin this refresh, \Ve '>/mdd also hke to 1nduds additiomd flnandai !iturnv; information to th,i cadho!der
',NebdtB, As 1 finantiti inditution,, heiping our customers ind the genera! pub/it ga:n finam::ia! Lteraty is core to
our corr1rr1unity efforb, V/e seek \\'2'/S to provide the to-o!s to assist individua s 'Hith rnznaging thrnr money,
Bdov;, ,vs describe our cornmitnrnnt to such efforb thrnugh om partnership with the Kh;n J\cJtbmy,
Bank of America focuse5 much of our financial education efforts on critical
segments of the LLS, popui&t\on, induding the under-banked, EDD ,;;:Jdmants
w:Y directly benefit frorn our many partnerships vdth org.wdzatlons induJing Helping people gain
the criticdly atdairned Khan Academy, The Khan Acadnmy k 2 not·for"profit
organ:zstion \\dth the .so e purposu of delivering a free 'Nodd·dms edutaUon
flnanda! know-how
for anyone, anyvvhere, The Khan Academv approach is focused on enabHng
Thmvgh n ;x,wtnerthip vdth
peopk to loun ',Nhat they 'Xant to knmv - in their ovm 'A'J'/ .md at tho>
tdtkdly ucdah'ned Khun
O'Nn pace. ,;\ddiU000Fv, 'NG have ongoing diu!oguo with the Center for
Aurn:fom't, c,m::ihckhirn wW
Financial Service$ Innovation and strive to ment and exceed the cdteda cJ
hmm au:Bst tn free,, eaty•
tons.umm advocacy groups, t,H,mdim,t.md vkkxis wrnf
prm::tkd tips and toob to
Through 2 partnersh:p 'Nith the Khan Academy, '·NG bunched Bettor Money
hdp build bethn- miJney
Habib - a I earning s>:perbnce that k sirnple, conversatkmai and $elf~pacsd,
hd>lts M'.i'OSS * spectrtm1 of
This partnership has resu!tsd in 1crnss to frne, ,:rnsy<o-undursti!lnd \i!dsos ffrwrndd rneids,
and pradital Hps and tools to help buifd better mc,ney habits:, across t
\pedrurn of financial nue<:k ',J\!u would !ik0 to discuss having ths content
avadabki to aH EDD c;rdhoiders through the on line customer servicu cardholdur website, The program 'Nil
provide innovative ns1,v function.$ to encourage better money managemnnt, indudhg tho avaibbi!ity of a
Persona Finandal Vhntgement too!. We am prnptrnd to ensure these tardhokins have access to the ndustr'{'s
rnost compreh0nsiv0 - yet spedfic - finandal !iteracy tools and support
Direct custon1er service access for EDD personnel
EDD personne! \viii continue to have irnm0diate te uphone and email 1crnss to Satrnrnento-based EPB Project
Manager Sabrina Clark, As you know, Sabrms has doseb; managed the overs!! progrnrn on a dal!y b1sis sines it
bunched and \Vi!! contimw to oversee the EDD EBP program throughout the life of the contrntL As vour project
manager, Sabrina is your fast point of contact and is rnsponsiblu for assbting with all sccount management and
contract managoment needs, Sabrina has existing schedded monthly caHs 'Nith EDD prograrn n1anagsment ,;md
also partitipttes and provides program updttBs in your bi-month!y ex0cutiv0 le1dership meeting, ensuring thst
effiCwndes continue and vour program needs am met .Sabrina dso continues to sarve as an esca!&Uon contact
for spedfic items J"vluding information svsterns mattern,- Hnann;;-d rnporUng issues and cus.torner service
rn;tters,
Sabrina vciorks in dosa partnership v1ith your dient manager, treViUP/ $a!e$ offic0r tnd product and plstform
nunagers;, vvhi!0 bung ,H.Jpported by our Prnpaid Clnnt Support group,
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A µowsrfu! µ0rtn0rsh1µ with a dient tsarn who deeply knc111s the EDD
n @ddition, th& EDD vvl!I continue to be suppcrtsd by your current disnt
tearn, 'Nho is deeply farndur vdth your program, as \Ne! as the
comprohet1$i>/e Bank of i\rnerica snd State of Cdifornia robfr::irhhip,
\A\:nbng in tandem \Vith Ssbdns Ch-wk., your tosm 1,vill continue to >A'ork
dHigentiv snd strategicsl!v to assure your needs sre fuHy meL
Senior Client Manager Jonathan Millard \NHI cont\nue to manage di servic.e
sspects of the rnlationship, Jonathan's goal is to a;:s,A with idontif/ing While most banks provide
banking Hrvices objectives and guaranteeing satisfactory do hwy of servicing for their
financial to!utions, government: clients with
genera! industries
Senior Treasury Solutions Officer Dawn Haddock continues to oversee
al! Treasury products and rnrvke to emure EDD satbfaction, Based in servicing personnel,, our
Sscrnmento, DWl'Jn sko h0$ e:>qehence rnanqging tho rdstiond1ips for servicing ls tailored to
state benefit dbbunenrnnt programs in both Ari:rnns m,d Nmv fv1o:dco, government clients,
Dt>xn understands the EDD's treas my operations and organizational spedfo:a!ly government
strncturn and wdl contimrn to \Vork closely \Nith you to increase prepaid card d!ents, This
sdminhtrative effidendes, "'trnsmfn.o your trnasury prnco%e$ and is an important
-sGhanco rnsh f101;v to n,0<n1il0 inv-sstment osrnlngs, Tho EDD can distinction between us
continue to rely on Dswn to provide con"'uhstke sdvko on your current and our competition.
accounts and future direft deposit initiatives,
Vl/o wil conhnuo to indude the Lad/s o>,ocutivo~levo! public .$odor bsnkhg snd card S,e,vkes leadership as part
of tho team ,A<ho vAH cvesee the EDD"s progrnm, This team sho'NC&sos cur m::ecutive-!evei commitment to your
program, V/o have been and v:\il continue to be proacthm vvith engaging our executives \Vith EDD e>:ecuthm
\001:lsrship \Vhon opportunities srhs and \V0tr0nt this lsvd of attonUon, They sro responsible for the rnutud
succe% of om rdatlonship,
Ps you knmv, these executives provkhi active involvem.int, entming that your dient team e;.;cee:ds expedab::ms
and b avaHabie to atklress/re:w ve ,;my issue esca ateci to their attention, STnpiv put, the CaPfornia EDD
rdstionA1ip is tretYHndou$1'/ important snd valued by Bank of l\medcs and V/B are proud to support this
psrtnsnhip,
Reporting
CustornLzed program reporting continues to p!av a central role in the succBSsful rnanagernent of your EBF
program, Ifie 'Nii! continue to provide the EDD \Nith criticd dsta on the perforrnunce and $1.ahls of tho program,
A"' you knmv,- al! payment, usage, \Vebsito, fdo processing, rnstomH service snd interactive Voice Responrn (1\/R)
reports are ava\labie and maintained on the Administrative AppPcsboG for EDD users to vlmv, download and
print, The Acin-iinbtrntke ApplkaUon dw provides ad"hoc reporting quenes spedfk to Ca1m Paynwnt
Trnnsaction History,
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The types of report, 'NG provide ;rn Hsted below:
Prccessii,r CaHteMer Flk ?ri;c1Hsing
!taeJMirti l'ley9rt!ii lh,•f}Qtt/$
v:~..:::nt.h\:' ::':h~<~ (~·~:: MGr.:t ~:~v : '.; ~ t::1 OP C~::.:(::'i '8~Y?~:\' ~~:1d
~>~J.;-t::-rrr: •~ rn?~ c"f: ,,,rb,tMf'ii,A ~):::m~t:~v d:::t:::: r.::r~ d~H·~xm;r Hk k. : ~ nd
~<~d~f~), cm?:: F::i:'f:n::::ns ?~!~::..;.
:;t;st~.n., (}~•:td :-:..
:-·w~ ,..,. p:-/ ;v;; !::; fY:%~tr~
.;,:. .-JtL ..~i.-: »J:-:t, ~tw r~<J:::.c::.
·rn rd:::. i,::::·~~-l~ ts-t~ f ~ :C:~(N~t~'?:·N?r::~:::; "·,·,·•""am ;-,.,w {U ~
·:~~~ rn::d~<:A t~,y Og;.r,;dkz~:::-
Our nrnnagernent tearn also uses the cntkaI roporting information to measure the tsarn's progress, enhance and
improve sµocifk progrnm cornponents" and id0ntifv areas for foturn cspabiiity improvement,
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Innovation
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Moving forward: new program milestones are within reach
,4t Hunk cf Arnorka, to svccessfuHv riavigato tho futuro, wo must foily ornbrnce change, continuous Iv rtifining
\\'hat V-.J0 do and hovJ we do \L \Ve vdH continue to work dorny vdh the EDD tc advi$H, support and propuo you
by klveraf,ng emerging te:dumiogim; as vie fdk:.w proven change me:thodobgies and a wdi-d.ifl,H!:d, systematic
approach,
\A's iock forwud to entering tho nw<t ora of coHabornhon v1ith the EDD, Vie muait further db<:lb$bns at v.;0 pbn
for a foturn of nevi possibhti.is and even gnwte:r sun::0s.$0.s,
Where we're going
Preparing for the next era of innovation
Together, %'0 have had great succe.% 1A1ith the in,p!enrnntahon of the EDD\, trnHUazing EBP solution,
\Ve have forged t solid coh,borntive rnh.<bmJdp and
d0pky0d a wiuticn that cbimants exponent\&!
i:nnefltt in terms of convenbnce, reiiabWty and $S<:l.1rity,
A systomatk pian for change
\t/e ha\i·e entcted t Cha11ge tAtnagement Pian that t!eady
hvs out hovv enhancements us anaiyrnd and
•
irnpbnrnntod, V/e am dsdkated to quality und custonwr
satisfaction through continuous improvement and
enhancement of the op+rationai ESP s:&rvice, Our approach
to chznge rn&nagement provides a strncturocl phn to
handie change, en'.:<ur\ng that enhancement:; me managed
with strong $tanduds based on prnvon project
manag0m0nt prw:::Urns, Our process midmL:es risk 'Nh\10
effective!y appiving msoun::es and dehvedng quaVity,
Enhancements am ddivored according to a p annod rdeasB $Chodufo, This \YRV, ,vs effoctiv0Iy manage project
resources and rnduce tho risk of dnng0, In cdbboration \Vith the EDD, enhancomsnts are pr\oritizod and
ranked basod on enhancod service capabHity and risk/benefit to the project,
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Syst:ematk d1ang0 m,n10g0m0nt stsps
As you fmov/,' snhancemenb am manzged thn::rngh th.;; h::::dlowi11g systsmatk steps:
Direct deposit functionality
Hank of Arnerica has vmrkeci coilaboraVvely 'Nith many California State Aguncies to knpleme11t finandd
solutions that evernfp technology con1tT1on y t.ued ln the commercial mark0tpbc0, As \VG bok to n,ove forviud
whh the prngrnm WB arn rn;,Jy to v,mrk '>idth you to J0sig11 addition;;!\ di$bursem0nt optiorn for your dairmmb,
providing torwsn\em:e rrnd effldende$, \Ve d:,$uiy mentor tnd engage tvith reguiators, th0 Consumer Hnandal
Protection &urnau {CFPB) and consumer advocacy groups regarding h0A practices \n guvernment benefit
dbbursBmenb, >duding dirnd deposit options,
\Ve am committBd to supporting t:fw EDD in the design and launch of dirnct d0po$it fu11diondity, Based on our
experience vdth othm dates, ,ve can .share hB:t practices 1:,nd li\/◊rk 1Nith you to settB on a design that
atcornmodate,,_; both th0 needs of the EDD and your claimants, 1n fact, Vle havu already kkmt!fied an uxpert
working team to support th\s offort, They have srnbarked on in\10stigating viabb options a11d ,vhen the EDD is
rnady t:o Bngage h de$ig11, VJB are mady to move fonNard w'ith you,
Tochno!og;y 1n motit.n1: new ctn1veni0nc0 features for can:ihc!deru
\Ve 'Nili continue to ievernge emerging technoiogies and \nnovatbns in an Bffort to refine tho EBP program and
fuliy sorvo cardhdders' ovolvhg nBeds and prefornnces, To m1ha11ce the on line ddmant e;,;;perienco, :n
Docomf:mr 2014 \VB a::frfad nsvJ helpful ca.rdholdBr education information to our 'N&bsitB and \\!ill soon rn!easo
enhanced mobiis capah\!itlBs, The 'Nebsite can 60 accBssecl easHy from any internet snabh,d dc,1\cs, Hw modern
ook and fo0l of the site is compiemented v/th essv and intuitive nmdgat1on,
ln early 2016, '.Ve will refresh the cardhokier
website with mobile enhancements.
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Contirn..Ja! snhancsrnent of security and fraud µrevsntion rnsasures
Our ESP solutiori empkiyt the hghest e\10! of security and fraud ttfaguards to tho EDD, providing slgrdfictrit r1tk
reduction, V,ie prn\l\de a multi~facet0d approach to cornbtt fraud, leveraging our industry·prm1en disdpihes for
prnvontior-i, detection and issue msolution, Our systems and data have mu!Upio !ayers of e:<tensive security, Our
platform provk:has sen.we URL acu:iss that hdudos encryption and pass'Nord prntecb:,n features, We also
establish security roies for various users \Nithn your orgariization, For the tlairnant, tht cards provide sotudty
meas:.ures whkh ndude activation, rndpient authentk::ation, fraud rnonitoring and a Persona! identification
Humbor (PIN) for purchases and cash access, Vv'e 'Nil! continue to support our sgrned upon qusrterly meeting
schedule vdth tho EDD to spedfksiv discuss evolving fraud trends and formulste the rnost offoctive +mys to
prntet:t ESP tiairnsnts fn:m, fn.w::L
Futurn commitment
As a part of our commitment to combrit frnud, \ve am currenfy pdoting the urn of the Vita DPS R:sk Servk:Bt
lvfanager (RSkl) syAem for our Government Pm paid Card produ,:ts, The fraud nunagernent tool ,vu
bring speed
and contrni for sddltiomd frnud-ruki crnatbn or edits and provides a second !ayer of fraud n.idgstion, Tho
svstom b abo built to r0cogni2e mburn not fraud rn!ated snd descriptive mason ,::odes for awthorizatbn bbcks
\1er.sus s.usp0ct0d frnud declines., Ths utknsts!v reduces !ivt agf'nt minutos and rardhoider fruthatbn.
RS\'1 aliovn iff1ff10dbte response to emerging fraud trends and the app kstion of specific rules and actions to
trnnsat:tion activhies vdthh sn howr, Beeks may bo placed on accounts., a fraud csH may bo ,mated and
transactions may be dedined in ma! time and/or trnnsadicns csn be sent in ma! time to the fraud system for
scoring and evaiuahon against authmizatk>n and cas0 create rules, The too! provdts deeper dsk strateg/
segmentation and ru!es can be tested vi\thm against hhtmiul transaction data, There is additional y robust dady
dotaH and rnonthV swmrnsry ans ysk rnporting svsi ab!◊ to as;;;ist us with updating the EDD on current fraud
trend.s 1Nithin the program,
\Ve fu!y mten<l to app!v the most ngorous fniud detection prnc0dures to the EBP Progrnm, Sank of Arnenca tvd!
continue to docurnont our fraud detection procedurns and rnethodologies for the EBP and Bank of America wdl
cooperate \Nith the EDD'r investigation Division VJith rngard to fraud inve;rtigations to the extent permissible by
ia'}i,
Ready for a future of boundless possibility
When doepiy·rooted knowledge rneeb tBchnological sgi!ity, novJ possibiHties emerg:0, Through our ongoing
cdbbmation 'Iiith tho EDD, 'NS continuous!y conned your claimants to the very bast ESP soil/hon svsiiab!e
anyv/rnrn, Vl/e me foiiy committed to offering superbiy responsive s;:w,1ka and support" and V/0 great!v value the
partnership \NB have forged over the vears,
At the corn of the EBP program's success is our close 'Norking rebbonship 'Nith the EDD: together, ,ve have
sucrnssfdly bunched and managed this rrwssive cad program, V/e have dbtributod an unprecedented S,8
midi on cards, processed nearly 750 md!bn transacb:;ns and handied 15.5 miliion customer .,_:;ervk:e calls, A.ii
components of this monumental program continue to nm smoothly, :wtureiy and tuttainably,
No\v, as v,10 stand at a critics I juncture, 'Ne srn fo!iv prepared to buHd upon our shared succass with
enhancamants that make tho prngrnm w,;en better, morn convenient and morn secure than ever, Together, we
viii mach nmv miiestonos, ievernging owr solid undorAanding of vour organizatbnui needs and duimant
prnfornrnrns, and app!ying technobgy mstrat&gk, bte!igant v,W>fS,
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\Vs are proud of our sharnd legacy 'Nith the rtate and tho EDD, \t/e ;rn Jeepiv committed to our current
relatlorthip, wber.l: \Niz: never stop finding \N&ys to irnprnve 'Hhit ,vm do and hmv we do it, looking ihead, ',No
antidpatB a bright futurn that brings nev-) and btthw opportunities to your orgarnz;;il!on and to the dtirnns of
Caiif<:nnL:L
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Section IV: Administrative Requirements
A. INTRODUCTION
In addition to meeting Section V Attachment V.2 Statement of Work-EBP Services Requirements of this
RFP, Bidders must adhere to an administrative requirements of this RFP to be responsive, These indm:!e
the rules in Section!! Rules Governing Competition, the format specified in Section V!! Proposal Format,
completion of the worksheets specified in Section V! Revenue Share Model, and the Administrative
Requirements of this Section !V,
Bank of America will adhere to all administrative requirements of this RFP including the rules in Section II
Rules Governing Competition, the format specified in Section VII Proposal 1-nn,1·,;:,t completion of the
worksheets specified in Section VI Revenue Share Model, and the Administrative Requirements of this
Section IV
Bank of Arner<a I\J1enill Ly
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B. BIDDER RESPONSIBILITY
Prior to award of the contract, the State must be assured that the Bidder selected has al! of the resmm:es
to successfully perform under the contrncL This indudes, but is not limited to, personnel in the numbers
and with the skms required, equipment of appropriate type and in sufficient quantity, financial resources
sufficient to complete performance under the contrnct, and experience ln sim1iar endeavors. If, during the
evaluation process, the State is unable to assure itself of the Bidder's abHity to perform under the
contrnct, if awarded, the State has the option of requesting from the Bidder any information that the
State deems necessary to determine the Bidder's responsibiilty. If such information ls required, the Bidder
wiii be so notified and wm be permitted approximately five working days to submit the information
requested. Types of financial responsiblilty information include annual reports and currently audited
balance sheets for the firm that ls blddlng.
Bank of America assures the EDD that, as your current provider, we have all of the resources to successfully
perform under the contract We have a dedicated team of personnel with the necessary skills needed to
meet your requirements, equiprnent of the appropriate type and in sufficient quantity, financial resources to
complete performance under the contract,. and experience in similar endeavors.
Through a partnership with Bank of America, the EDD will continue to benefit - as it has done since 2010 -
from a program that evolves with your needs, leverages the latest product and technological advances, and
delivers exceptional customer service. Our Prepaid Card program is specifically designed for government
entities that are actively seeking new ways to reduce costs, lower their financial risk exposure and efficiently
streamline the disbursement administration process. We have worked closely with many government
organizations, including the EDD, developing intelligent solutions that create new efficiencies and take
burdensorne tasks off employees' desks. Your client team, key staff and extended prepaid card specialist
resources are prepared to continue providing their knowledge, guidance, expertise and outstanding service
as the EDD expands its pmgrarn into the future.
If during the evaluation process the EDD requires additional information, we will gladly provide any
requested information within the timeframes you establish.
Please reach out to your primary contact for this proposal, Senior Treasury Solutions Officer Dawn Haddock,
at 916.32(i7825,. or to Senior Client Manager Jonathan Millard at 415.913.2834, with any questions you
might have or for any additional information.
Bank of Arner<a I\J1enill Ly
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C. QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
Bidders must submit a minimum of three (3) corporate references and three {3) staff rnfernnrns for key
staff mentioned in this RFP: Project Manager, Technical Project Manager, and Project Scheduler,
We are pleased to present our qualifications and experience in managing the services requested in this
Electronic Benefits Payment RFP, In this section we have provided corporate references for programs similar
in scope and nature to the services described in this RFP, and staff references for the three key staff
positions - Project Manager,, Technical Project Manager and Project Scheduler. We have also completed the
Staff Roles and Qualifications Matrix for each of the key staff positions and provided full resumes
highlighting the skills and experience of these qualified individuals, Finally, we address our use of
subcontractors for this project.
1. References
Corporate References
The corporate references must demonstrate an 80% satisfaction rating 1n order to satisfy the RFP
requirements and proceed to Evaluation of Technical Proposals, Bidders must complete and submit
the templates 1n Attachment !V.1 Corporate References and Attachment !V.2 Key Staff References,
The EDD may contact customer references during the week following submission of proposals in order
to validate the information provided by the Bidder and determine the customer's overnil satisfaction
with the services provided, It may prove beneficial, therefore, for the Bidder to verify that the contact
information provided is up-to-date, and that the reference wm be available during the pedod of time
that the EDD will be va!ldating references {see Evaluation of Proposals in Section LL Key Action Dates},
We have provided the references as required in /\ttachrnent IV,1 Corporate References and Attachment
IV,2 References for Key Staff on the following pages.
The corporate reference infonnation provided is up-to-date and clearly demonstrates an 8091)+
satisfaction rating with our services, Bank of America has contacted each of the corporate references to
ensure they are prepared to speak about our performance and that they will be available during the
period of tirne when the EDD will be validating references, We strongly encourage the EDD to contact
these references,
If the EDD requires additional information or references, please contact Senior Treasury Solutions
Officer Dawn Haddock at 916326, 7825.
Bank of Arner<a I\J1enill Ly
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Attachment IV.1 Corporate References
Three refereni:es are required to be submitted wlth the prnposaL Ail reference forms must contain signatures,
One reference may be for an ongoing project and two for rnmp!eted projects OR thrne for rnmp!eted
projects, Projects should be similar in scope and naturn to the services described in this RFP
References are provided on the following pages from the fo!lowing organizations:
• State of Nev\/ Jersey Departrnent of Labor and V\/orkforce Developrnent
'" Iowa Workforce Development
" South Caro!ina Department of Employment and Workforce
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Reference 1: State of New Jersey Department of Labor and Workforce Development
Note to Custo:ner Reference: The Cr:·rnpanv Jbove is provkHng you tt'ds customer referenct~ h::Hrn tn vour
ove;-a!I s,n.isfr,ctbn of their perforn,i'!nce fm e.ku.mnif debit nm! servk:es, P0rfom1anc2 will lndude scheci\.iHn.g
e.:ecufr:-,n, quality o! µen,onn,/, coor,Hnaton,, communirntion, and the foml 12sui;, Wotk mtet have been
0f:rt,:m11i',d vithn the \,M five (SJ yf:ars to be rnndder,::d.
Brlef Descri9tion of th5; ser\ik:·es pt-:forrned tr~/ th2 (;)nttirtor;
2.-().A ~vas -:1sitJ~d to provide prt::paHJ deblt c~nis to ::.Jafn1ants
}t)lho flied for tFwrnp,iV/ff1er;-i lnsurantJ?~ Te:-rnporarv t>sabJity
insHan<:t and Farniiv thw2 1,~1sutilrKe Bendit,
C.lstomu S8Usfoctlon R)ti'lg • On i sca!e frnrn ,ms (1) to ten 00) with ten being the Hghe.st rating, rate the
C<:=ntra<:tor's over;~~] perh.ln1,·i,'l1·10° c-n the seriices provk.h~d,
f-1::J\il} succ.essh.d ~',?va§ Contractor in Enbr1g r.u;;t<::.~y·iet nE-eds to de.f~\;'"·er0 b~e:S t::> s::...q:;pon vo~.H" prograrrf?
1 /. . 3 4 5 6 7 g 9 X 10
Hcn,v wet did CJrrtrncur rr,aruge the pn::,ject, complete e>;pected tasks, ;ird prnduce delivetables?
1 2 ,.~< t. ::, v 7 B j J.O X
8 9 X 10
Did the proji:>i.:t. meet the or!gindy prcp0sed
:1. ,: 3 4 ~, 6 7 10
8 1C ;<
Yes X
d' ptob!erns nr issues devek;1ped during the course of Hw p!rase ,J<piain, HvN wdl ,v,cre
these prnbierr,s ,kalt ,,Jth by the Contractor? No prob/ems wen:, esiu,1,nter2d,
thai ! ha'<'"-' made a diligrnt effort to asz:ertdn the focH with regard to the
re!tm?s,,m:at,01·,s r:nade fu:;;--.eh\, end~ tc the b:~~st of rnv knc~vh:cigE< 2nd be Her <1H frdorr-:1ator1 t:;
Bank of Arner<a I\J1enill Ly
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Reference 2: Iowa Workforce Development
COMPANY NAME (BIDDER): _B_a_n_k_o_fA_m_•_er_k_a.c...,N_._A_._ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Note to Customer Reference: The Company above is providing you this customer reference form to vedfy yN1r
overall satlsractlon of their performance for electronic debit c;,ird services, Performance will include scheduling,
execution, quality of personnel, coordination., cotnr11urikatkm, and the final result, Work must have been
performed within the last five (5) years to be considered,
Customer Reference Company Name: _l_o_w_a_v_v_o_rk_fo_r_c_e_D_e_v_e_lo___p_m_e_n_t_ _ _ _ _ _ _ _ _ _ _ _ _ _ __
Customer Reference Contact Person and Title: Michael Wilkinson, Chief Operations Officer
Customer Reference Contact Address; 1000 f, Grand Ave, Des Moines, !A 50319
Telephone Number: 515~281-4986 Fa.x: 515"281-7595 email: MichaeLwi!kinson@iwd.iowa.gov
Dates (;f Project Start: March 2014 End: On-going Tota! Amount of Project: Not Applicable
Brief Descdption of the services performed by the Contractor:
Bank of Amer!ca Merri!! lynch {BAML) is the !WO Pre-Paid
debit Card provider for the Unemployment lm;:uram::e
Program. The primary functions indutfo ens1.uing accurate
and timely cllstdbutlon of UI fonds to the Debit Cards,
providing five and on"line customer service, .ind program
reporting. BAML wa,s .1w,m.:led the contract with the state of
low.a in February 2014 following a formal RF? process in
which there were five proposals. Immediately, BAML ancl
IWD began the planning process to transition away from the
previous vendor.
I was very impressed with the service and commitment BAM!.
brought to this project: and their on-going commitment to
customer service, From the first planl'ling meeting in March
2014 to imp!ement.!tion in July 2014, they always brought
the appropriate players to the table, assignments were
completed and never did we have to adjust the time line for
implementation. in other words, we transitioned from a
vendor we had wrnd for six ve,m,, in four months and hit the
original deadline agreed to by !WD and BAML Their strategy
and time!ine for transition was excellent and provided our
customers with very good information and quality marketing
tools to m.ike for a refative!y seamless cutover.
Not ordy have they provided good prldng and access, but
superb customer !.ervice. Sir11;;:e we transitioned to SAMl
problems aru:i complaints from debit card customers have
been minimaL Their customer service team does a good job
Bank of Arner<il I\J1enill Ly
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reso!vlng problems and their leadership 1s avaHab!e to discuss
Issues. This has significantly reduced the worklo?d on !WO
staff, Since implementation, we have also started regular
dialogue on fraud prevention, They have been an excellent
vendor arid partner.
Customer Satlsfaction Rating - On a scale from one (1) to ten (10} with ten being the highest rating, rate the
Contractor's 011er«II performance on the services provided.
How successful was Contractor in linking customer needs to deflve,ables to support your progrnm?
1 2 3 4 5 6 7 8 9 10 X
How well did Contractor manage the proJect, complete expected tasks, and pn:;idvce deliverables?
1 2 3 4 5 6 7 8 9 lOX
was the project cornp!eted within the originally proposed schedule?
1 2 3 4 S 6 7 8 9 10 X
Did the project meet the originally proposed budget?
1 2. 3 4 5 6 7 s 9 10 X
How successful was the overall operational outcome cf this project?
1 2 3 4 5 6 7 8 9 10 X
Did the Contractor implement the project timely? Yes _X_ _ _ No _ __
lf problems or issues developed during the course of the project, please explain. How well were
these problems dealt with by the Contractor? No problems. As long as Iowa stayed on t.isk and
kept up with our deliverables, there was no problem. BAML's process was so solid, and
everyone's commitment from SAML, that it was nearly impossible to get off track. I was very
impressed<
! hereby certify that ! have made a diligent effort to ascertain the facts with regard to the
representations made herein, and, to the b-es.t of my knowledge and belief, all information is
.-..._
/! )
t, . ' " ,.,... --~::-:<
,/,,,,,. _.,:;-;/ .,, ~<:,,::<.J
.______
-•-·'
. , ,. . . . . ".
I - ature, Cus omer Reference Contact Person
Bank of Arner<il l\J1enill !.y
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Reference 3: South Carolina Department of Employment and Workforce
Not€ to Custorner ReferBnc0: The cvn,f1.;ny above is cr,;vi1:.lng you this (JJstnrner re\Heno:.~ forrn to vt~dfy your
overn! satisfoct1on ofthdt perforn,s1c? for 0lectrr:mic d0nit z:an:l 5ervices, Psrformance wll lrdude ~.Vliw:u,n;;r,
ptrsonnel:- coGniinationi <::0rnr:1un!catio:\ and the final res~tt V'l/ork rrrust havt be,en
n01rtormect w\thh thff !ast flv-0 ';/~~ar:; to be con§Uen~d,
Cu::tomer Reference Company Name: South Cffo!im Oepartmert of f:rnpbynwnt and Workforce
C,istonet Reference Contact Pusen ,wd rtk'. __ LH Henrfib !kpartnent \;J,; riage,
Trkphonr Number:
Dtks nf Pro_krt: St<iri: 20.10 Frnt Ongoing
prepaid debit cards to so~Jth Caro :in,~ titizerVi~- p.rov~d!ng
tc them. As~• ,esut of the rnrwe from pfr1btig and rns:Hng rn1Hons
of u10cks hKh year to e\thv d>rct drpmi\t or prnpad debit cuds, JEW h2s realized mHior:; of
do!ht,, h savings fro,n nidc102d printing rnHs, rnstB_, and b211k fees. We h2ve had no
of ,t\Jrn~(rk.a h~s been viondfrfuL ~ v1cH/d hlgh!y rt.~cctnrnend Bahk of Arnedca f-or the it debit canJ ptct uct
and EHpettise in inenhmenting a :ug;:; ,;:ak debit <Nd :irograrn,
with kn being the hghe$t
Hv,v SJCcesdd was C:ntnttor in c.t,Sk/rHr nerd, t() d,.J,12r;,,b!;:;s t.o support your prngram?
3 S 6 7 8- S 10 X
HO'N '>NeH did Conttactnr nunaiw the rxojtct, wnpkte e,;;peckd ;:ind prodw::e debuab!eSr
1 2 3 > f 7 8 9 10 X
8 1J l
1 2 3 4 s 5 7 g 1G /
9 10 X
Bank of Arner<a I\J1enill Ly
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if prcb~en-~$ or ~s~~i,_i~~ deve~opt~d du.:"ing the c:o~nse of tJ·ie pr~)je,ct. pltise expta.in. HOV>! vir:P vttrE-
the,e prot!em, dealt v/th by the Contrnctof?
I iv,n,tv c2rt1fv that ! h;ive rnacfo a tffNt to ascnh,b the factr with regmd to the
r€p,e,entatio0:s rnade herein, and. to the i'.h%t of tny kr,o'Niedge and bdif:f. a11 lnh::irrrn:itkm is
J•ccurate .
Bank of Arner<a I\J1enill Ly
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Key Staff References
As required in Attachment IV.2., References for Key Staff, on the following pages three references are provided
for each of the key staff positions: Project h,1anager, Technical Project ~v1anager, and Scheduler. Each reference is
from clients to whom key staff provided services sirnilar to those described in this RFP.
Bank of Arner<a I\J1enill Ly
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Attachment IV.2 References for Key Staff
Bidders must submit a minimum of three {3) staff references for key staff {Project Manager, Technical Project
Manager, and Prnject Scheduler) from the past five (5} years where staff prnvided services slmi!ar to those
described in this RFP, using the templates below.
Project Manager Name: Sabrina Clark
REFERENCES {most recent first}
Name of Firrn: California Emp!nyrnent Deve!opment Departrnent
Address: 800 Capitol Mall, Sacrarnento, CA 95814
Contact Person: Sabrina Reed Phone Nurnber: 91.6-654-91.40
I
Dates of service: Ernail Address: Sabrina.reed@Jedd.ca.gov
May 2010 - Present
Brief description of service provided: Project/Card Account Manager providing day to day program
management and escalation contact for the EDD. Conducting program
reviews and proactively providing program insights and best practices
and ongoing operational reports.
Project Manager Narne: Sabrina Clark
REFERENCES {most recent first}
Name of Firm: Iowa Workforce Development Department
Address: 150 Des Moines St, Des Moines, IA 50309
Contact Person: Spomenka Schlurnbohm I Phone Nurnber: 51.5-72.5-3742
Dates of service: Email Address: Spomenka.schlurnbohm@iwd.iowa.gov
July 2014 - Present
Brief description of service provided: Program/Card Account Manager providing day to day program
management :and escalation contact for the IWD. Conducting program
reviews and pmactively providing program insights and best practices
and ongoing operational reports.
Bank of Arner<a I\J1enill Ly
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Project Manager Name: Sabrina C!ark
REFERENCES {most rncerit first}
Name of Firm: State of Arizona - Treasurer Office
Address: 1700 W Washington St, Phoenix, AZ 85007
Contact Person: Lorraine Jones Phone Number:
602-.542-7819
Dates of service: Ernail Address: lorraine.l@aztreasury.gov
Ju!y 2013 - Present
Brief description of service provided: Project/Card Account Manager providing day to day program
management and escalation contact for the State of Arizona's multiple
programs. Conducting program reviews and proactively providing
program insights and best practices and ongoing nperationa! reports.
Bank of Arner<a I\J1enill Ly
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Technical Project Manager Vk:ky McMarius
Name:
REFERENCES {most recent
first}
Name of North Carolina Departrnent of Commerce, DES
Firm:
Address: 700 Wade Ave., Raleigh NC 27605
Contact Coral Torgerson Phone Number:
Person:
919-707-1763
Dates of service: Email Address:
coral, tmgerson@nccorn merce.corn
March 2015 - present
Brief description of service Technology/Transition Manager responsible for working with client and
provided: internal staff for all technical aspects including file transmission set up and
connectivity, file interfaces, testing, reporting, implementation into
production, Overall responsibility for transitioning clients frorn existing
vendors., including cardholder notification (letters, brochures., posters,
rerninder post cards), create rnapping documents detailing key data
elements to enroll existing cardholders to new programs, coordinate
transmission connectivity set up/testing,. interface testing, and production
set up.
Technical Project Manager Vicky McManus
Name:
REFERENCES {most recent
first)
Name of Iowa Workforce Development Departrnent
Hrm:
Address: 1000 L Grand Ave,, Des Moines IA 50319
Contact Michelle Saddoris Phone Number:
Person:
515-725-1057
Dates of service: Email Address:
February 2014 - July 2014 rnichelle.saddoris@iwd.iowa.gov
Bank of Arner<a I\J1enill Ly
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Brief description of service Technology/Transition Manager responsible for working with client and
provided: internal staff for all technical aspects including file transmission set up and
connectivity, file interfaces, testing, reporting, irnplementation into
production, Overall responsibility for transitioning clients frorn existing
vendors, including cardholder notification (letters, brochures, posters,
reminder post cards), create mapping docurnents detailing data
elernents to enroll existing cardholders to new programs, coordinate
transmission connectivity set up/testing, interface testing, and production
set up.
Technical Project Manager Vicky McManus
Name:
REFERENCES {most rncent
first}
Narne of California Employrnent Development Department
Hrm:
Information Technology Branch
Address: /51 f\J Street, ~v11C 79-4 Sacramento, CA 95814
Contact Cheryl Mello Phone Number:
Person:
916-654-6342
Dates of service: Ernail Address:
January 2005 - March 2012 C:heryl<mello@edd<ca<gov
Brief description of service As the technical manager was responsible for areas including: application
provided: support, network support, database adrninistration, requirements
confirmation and definition, and enhancements to autornation< Also
included all testing activities from test developn1ent, test
coordination, script development to system, user and interface testing.
Served as a dedicated project manager responsible for the day--to--day
management of the project initiation and governance, application
development, deployment and maintenance, issue and risk management,
systems and automation, ongoing electronic pay card support.
As the transition mwwger was responsible for the dose out of the child
support state disbursement project with focused efforts on transitioning the
card prograrn to the successor prograrn. Responsibilities included successful
transfer and completion of electronic pay card and banking services, web
and phone payments, and data and image conversion<
Bank of Arner<a I\J1enill Ly
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Project Manager Name: Roland Krajca
REFERENCES {most recent first)
Narne of Firm: Kansas Department of labor
Address: 401 SW Topeka Blvd, Topeka, KS 66603
Contact Person: Brett Flachsbarth Phone Number:
785,296,S[l[l[l X
2507
Dates of service: Email Address: bretL flachsbarth@doLks.gov
July 2014 - December 201.4
Brief description of service provided: Overall Implementation Manager for UI debit card
implementation project .... define program configuration in
conjunction with client, maintain implernentation project plan,
drive creation and production of card package materials, chair
weekly status meetings, and serve as main point of contact for
the implementation,
Project Manager Name: Roland Krajca
REFERENCES {most recent first)
Name of Firm: Michigan UIA
Address: 3024 W Grand Blvd, Suite l.--500, Detroit, Ml 48202
Contact Person: Clayton Tierney Phone Number: 313-456-3190
I
Dates of service: Email Address: tierneyc@rnichigan.gov
January 2014 - .lune 2014
Brief description of service provided: Overdl lmplernentation Manager for UI debit card
implernentation project···· define program configuration in
conjunction with client, maintain implementation project plan,
drive creation and production of card package materials, chair
weekly status meetings, and serve as rnain point of contact for
the implementation.
Bank of Arner<a I\J1enill Ly
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Project Manager Name: Roland Krnjca
REFERENCES {most rncerit first}
Name of Firm: Iowa Workforce Development
Address: 1000 L Grand Avenue, Des h,foines, IA 50319
Contact Person: Michael Wilkinson I Phone Number: 512-281-4986
Dates of service: [mail Address: h,1ichaeLWilkinson@iwd,iowa.gov
February 2014 - July 2014
Brief description of service provided: Overall Implementation ~v1anager for UI debit card
implementation project - define program configuration in
conjunction with client, maintain implementation project plan,
drive creation and production of card package rnaterials, chair
weekly status meetings, and serve as main point nf contact for
the implementation,
Bank of Arner<a I\J1enill Ly
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Contract Termination for Default
If the contractor/subcontractor has had a contract terminated for default during the past five years,
a!! such incidents must be described, Termination for default is defined as notice to stop performance
due to the rnntractor's/subcontrnctor's nonperformance or poor performance, and the issue was
either {a) not litigated; or {b) Htigated and such Htlgation determined the contractor/subcontractor to
be at fault,
The Bidder shai! include ln their proposal full detal!s of an terminations for default experienced by the
contractor/subcontractor during the past five years, including the other party's name, address, and
telephone number, Present the rnntrnctor/subcontractor's position on the matter, The State wm
evaluate the facts and may, at its sole discretion, reject the contractor/subcontractor's proposal if the
facts discovered indicate that completion of a contract resulting from this RFP may be jeopardized by
selection of the contrnctor/subrnntractor, !n the case of multiple contrnctor/subrnntrnctors
submitting a proposal together, at its discretion, the State wm evaluate the rnntrnctor/subcontrnctors
in this regard individually or as a whole,
If no such terminations for default have been experienced by the contractor/subcontractor in the past
five years, the Bidder shall so dedare, The Bidder must indude a statement swearing under penalty of
perjury that no terminations for default have been experienced by the contractor/subcontractor in
the past five years,
If the rnntrnctor/subcontractor has had a contract terminated for convenience, nonperformance, rn:m-
aHocatlon of fonds, or any other reason, which termination occurred before completion of the
contract, during the past five years, describe fu!iy al! such terminations, inducting the name, address
and telephone number of the other rnntrnctlng party.
A contrnctor/subcontrnctor response that indicates that the requested information wm only be
provided if and when the contractor/subcontractor is selected as the apparently successful
contractor/subcontractor ls not acceptable and wm result ln the Bidder being rejected. Restricting the
contractor/subcontractor response to include only legal action resulting from terminations for default
is not acceptable and wm result in the Bidder being rejected,
Bank of An1erica is a large and diversified institution. Accordingly, it is not possible for the bank to
perform definitive due diligence that spans both the five-year time period and the full panoply of bank
departrnents and employees in preparing the bank's response to this inquiry. However, after due inquiry
and to the best of its knowledge,. Bank of America, NA responds, under penalty of perjury, that it is not
aware of a contract between it and a governrnent entity being terminated for default in the past five
years.
Bank of Arner<a I\J1enill Ly
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2. Resumes
The Resumes and Attachment !V.3 - Staff Roles and QuaHfkatiorrn Matrlx must demonstrate the
necessary ESP-related experience and qua!ifirntions to satisfy the minimum rnquirnments of the RFP,
Resumes and Attachrnent IV,3 Staff Roles and Qualifications Matrix are included on the following pages.
Each demonstrates the necessary EBP-related experience and qualifications necessary to satisfy the
requirements of the RF?,
Resumes for each of the staff positions are provided, including:
Project Manager: Sabrina Clark
Technical Project Manager: Vicky McManus
Project Scheduler: Roland Krajca
Bank of Arner<a I\J1enill Ly
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Resumes
Sabrina Clark Role: Project Manager
Sabrina Uark meets or exceeds a!I requirements fo.- the posit.on as Contract Admirnstrator/Account Executive,
Qualifications Summary
" Ten (10) years exper-ience ,nanaging and maintaining ~ Six (6) years experience as technical lead for
large scale operations projects Electronic Pay Card
years experience designing developing, ~ Bachelor's Degree Business Admirnstration,
implementing and enhancing information systems National American 1univ,?rs1t:v
over $5Gmi!lion ~ Forn,a! Training in the Prv'll PM? methodology
" Five (5) years experience as a project manager- for
Electronic Pay card Implementations, maintenance
and operations or transitions for- a government entity
Relevant Work Experience
2010 ~ Present Vice ?resident, Program/Card Account Manager, Bank of America
~ Manage both Public Sectot' and Commer-cial pr-epaid card prngrams as they transition from
implementation to ongoing operations for life of contract
~ Lead the day-to-day activities, including overal! performance and contract comp!iance
~ Serve as the primary point of contact betv;een the Bank and the client
~ Manage change management process in accordance the contract deliven,bles
~ Pnwide leadership and coordinating activities of technica! requirements definition, service
design, interface development, testing and ongoing maintenance and operations
~ Work close!y with the EDD project manager and internal extended bank team to monitor
and mitigate risk
~ Conduct period prngram reviews \iVith provide feedback, guidance and best
practice on program performance
2004-1010 Operath::n1s/Outreach Director, First Data Corp,, Government Division
~ Oversaw the implementation, n,anagemerrt and staffing of al! operations functions with
the CA State Disbursen,ent Unit (SDU) ~ the largest child support payment processing
center worldwide
~ Managed a 24-hour shift \Norkflow process and supervised multiple managers and
supervisors \Mith 20+ per-son teams
~ Developed and managed outreach pn)ject designed to increase electronic disbursements
to custodial parents including electronic payment cards
~ Maintained qua!ity standar-ds and ensured processing standar-ds and deadlines v;ere met
~ Managed the fo!lowing operational areas:
··· Collections Processing 2nd Reconciliation
- Customer Services and Technica! He!p Desk
··· Qua!ity Assurance
··· Disbursement processing
Bank of Arner<a I\J1enil! Ly
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Sabrina Clark Role: Project Manager
199lLW04 Senior Accountant, State of Mlrmesota Department of Chi!d Support Services SDU
~
Ser-ved as the state's project an:h,tect for the electronic: conversion effort designed to
r-ealize a significant cost sav,ngs,
~
Designing the EPC (pay card) solution \Nhich allowed unbanked customers to receive
payments electronically
~
Petfor-med user acceptance testing
~
Prepared education awareness/documentation
~
Setting poiicy
~
Manage call center staff
1994-1998 Acwunthg Supervisor, State of Mhmesota, MinnCor lm:!ustrles
~
tvlanaged six correctional industries pn)gram encompassing printing shops to far-m
machinery
~
Developed audit control procedures and inventory contrnl processes
~
Effectively managed inventory program to reduce program expenditures and \Naste
~
Streamlined process for- purchasing, r-eceiv,ng and invoicing of products wh,ch included
preparing cost analys,s for new and existing pnxlucts
Education
" B.S. Business i\drninistration, National Arnet'ican University, St Paul, MN 1994
Professional Certifications
" Six Sigma Yeilow Belt
~
?MP - PMI Operations rvlanagement and the Organization Training
Professional and Business Afflllatlons OR Tedmlca! Skills
" Extensive knowledge of child support enforcement tracking systems such as PRISM, SWS/CSE CASES & ARS,
Info Image, Unisys R&L Core and Custom application processing
., Call Center telecom applications: Avaya, CMS reporting, Onyx ticketing/tracking and FoxPro tracking
" Knowledge of ACH process,ng
~
Experience with industry best practices, software testing tools sud, as Use Case, client/server architecture,
TSO/ISPF, Microsoft Office Suite, Microsoft Project, Visio, IBM mainfran,e and midrange systerm
Bank of Arner<a I\J1enill Ly
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Vicky McManus Role: Technical Project Manager
Vkky Md\lJarius ,neets or exceeds all requirements for- the position as Technical Prnject Manager.
Qualifications Summary
~ Seven (7) years of experience as a Technical Prnject ~ Over thirty (30) years experience in managing,
Manager or technical lead for Electronic Pay Card designing, developing, testing, in,plementing,
implemerrtations, maintenance and operations or enhancing and n,airrtaining information
transitions for- a government entity systems
~ Nine (9) years of experience in designing, developing, ~ For-mal training in System Development Ufe
implementing, enhancing and maintaining Cycle methodology
,nformation systems over $SO million,
Relevant Work Experience
2001 - Present \Ike President, Prepaid Card Techno!ogy Manager, Bank of America
~ During past 3+ years, served as technology/transition manager for the Bank's n,ost
complex Public Sector and Commercial prepaid card programs from initial in,plementation
kick-off through production steady-state for ongoing operations,
~ leveraged resources from across the bank, creating a structured approach to guide the
transition from current vendors and pmviding clients \iVith the necessary structure to
monitor, coor-dinate and r-epott on activities,
~ Utilized best practices of our program management and system implementation
methodolog,es and prior experiences ,n implementing successful programs,
~ Responsibilities include oversight of project planning, analysis, design, system
enhancen,ents, prepaid card progrnm setup, and implementations.
~ Served as a key client contact responsible for client and internal wCOITH1'1Ui',ications.,
documentation, project deliverables, status updates, and addressing and , " "" as
risks, or change r-equests
~ Overall respons,bility for transition:ng clients from existing vendors, includ,ng card holder
notification (lette.-s, bnxhures, posters, reminder post cards), creating mapping
documents detailing key data elements to enn)II ex,sting cardholdes to ne,v programs,
coordinating transm,ss,on connectivity set-up/testing, interface testing, and production
set-up,
\Ike President, CA State Disbursement Unit {SOU} Tedmo!ogy Manager, Bank of America
~ Performed '",,,_,_roles on CA SDU project, a $248MM effort to centralize child support
payments in accordance with federal statute,
~ As the techniwi manager was responsible for areas includ,ng: application suppo.-t,
network suppo.-t, database administration, requirements confitmation and definition, and
enhancements to automation,
Responsibilities included all testing activities fron, test plan development, test
coordination, script development to system, usu and interface testing,
~ Once implemented and running in steady state., served as a dedicated project manager
responsible for the day~to~day management of the prnject
- Fespons,bilities included but not limited to project ,nitiation and governance, application
development, deployment and maintenance, issue and nsk management, systems and
automation, ong0:ng electronic pay card support,
~ As the transition manager was responsible for the close-out of the child support state
disbursement project with focused efforts on transitioning the card prngram to the
successor program
~ Responsibilities included successful transfer and completion of electronic pay card
and banking ser-vices, web and phone payments, and data and image conversion,
Bank of Arner<a I\J1enill Ly
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Vicky McManus Role: Technical Project Manager
I
\Ike Presh:lent, G!oba! Corporate Systems Tecrmo!ogy Manager, Bank of Amerka
~
Fespons,ble for project management, design, development and testing
~
fv1anaged teams of more than 35 associates and successfully implen,ented projects of
major- complexity
~
dt'iver in "''-" ";:,.. w, ., , imprnving the tea,ns' abilities to deliver quality, on time, and on
budget projects
~
Managed performance, improved communications, implemented system software process,
and a strong design and project methodology.
~
Determined and addressed root cause prnblems, removed roadblocks, provided revised
project plans and delivered quality results on time
1993-2001 Tedmdogy / Pmject Manager, !nterVoke-Brite
~
As a sernor manager in Professional Services, managed teams of up to 40 ,vith multiple
disciplines and emphasis on developing and mentoring leaders, satisfying clients with
timely and accurate delive.-ables, defining processes to create efficiene:es and aid sales
while meeting corporate objectives
~
As a senior project manager, n,anaged multiple con,plex call center projects cc111curr-eritly
which resulted in consistently meeting or exceeding revenue goals by effectively managing
cost . scope, deliverables, resources, ~A=rn
a~, schedules, and system
acceptance
1983 -1991 Tedmdogy Manager, Ebttmnk Data Systems
~
As a systems engineer (technology)manager, managed complex application software
developn,ent projects through all aspects of the system !ife process with a staff up to
50 members on time and within budget. Provided on-site training, managed project
budgets and conducted salarv/perforrnance evaluations. Interfaced with internal and
external business
~
As a systems engineer, designed,. coded, tested and implemented applications and
maintained production systems within Cobol, VSM"i, and CICS mainframe environments
Education
~
Con,puter Prograrmning and Operations certification, Control Data Institute, Dallas, Texas
Professional Certifications
~
Formal training in System Development Life Cycie n,ethodology. Over 30 years experience in technical project
management.
Professional and Business Affiliations OR Technical Skills
f.xpe.-ienced in various des,gn, analysis, system development life cycle, testing and implementation
methodologies.
Bank of Arner<a I\J1enill Ly
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Roland l<rajca Role: Project Scheduler
Ho land l<tajca meets or exceeds all requirements for the position as Project Scheduler.
Qualifications Summary
~
T\Nelve (12) years of experience as an Implementation ~
Twenty seven (27) years of overall banking
Consultant, Engineer and Manager encompassing experience at Bank of i\merica,
implementation of both pr-epaid and credit-based card
products,
~
Seventeen (17) years of experience with all aspects of
the Ptepaid Card space,
Relevant Work Experience
2011 ~ Present Vke President, Senior Prepaid Card lmpiementatkm Manager, Bank of Amerka
~
Serves as Implementation rvlanager on successful implementation of the organization's
largest, and most con,plex prepaid card programs
~
Successfully implement and transition Commercial Prepaid, Cash Pay and He\Nard Card
programs for clients such as Church of latter Day Saints, Ford, Michigan State Housing
Development Autho.-ity, and University of Connecticut
~
Lead transit.on efforts from all of the industry's la.-gest providers and have successfully
implemented mo,-e than eight (8) la.-ge state agencies in the last 2.4 months~ each of them
on-schedule including Arizona Unemployment and Child Support, Iowa Unemployment,
fv1aryland Unemployn,ent, Massachusetts Unemployment and Child Support, New Jersey
Payroll, Michigan Unemplovmerrt, and Kansas Unen,plovment
~
Serves as subject matter expert for Prepaid Card Implementation - review and approval of
prncedures and process documentation.
~
Serves as trainer-/ mentor for new Prepaid Implementation associates
2010- 2011 Vke President, Wmks Implementation Engineer, Bank of America
~
Served as Implementation Engineer on numerous successful implen,entations of Purchase
Card, Travel Card and Epayables programs,
2003-2010 Vke President, Prepaid Andyst / Prepaid impbmentatbn O::msu!tant, Bank of Amerka
~
Product and process support for all Prepaid Card products induding CashPay and
Commercial Prepaid Ca.-d responsibilities/relevant expenence
~
Coordinated the implementation of Cash Pay fee change project
~
IVR Optimization Project···· received Greenbelt Certification for this project
~
Assisted in large scale system conversion from VVildcard Systems to Visa DPS
~
Served as ln,plementation Consultant on numerous successful implen,entations of
Commercial Prepaid Card, Cash Pay, Gift/Reward and State Agency Prepaid Card programs,
1998 ~ 2003 Assistant Vke President, Prepaid Analyst, Bank of Amedrn
~
Supported the initial Prepaid Card product launch.
~
Worked closely with Product Management on all aspects of prepaid product management,
~
Prepared Prepaid Card product reporting,
~
Prepaid vendor management,
~
Assisted in large scale system conversion from EDS to VVildcard Systems.
Bank of Arner<a I\J1enill Ly
CONFIDENTIAL PURSUANT TO PROTECTIVE ORDER BANA_EDD_MDL-00002584
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