1_RFI_0000034214_Attach_1_SOW.docx

EXHIBIT A – SCOPE OF WORK

1. Introduction The Department of General Services (DGS), Procurement Division (PD), hereinafter referred to as “State” or “DGS-PD” is contracting with {BUSINESS NAME} (hereinafter referred to as the “Contractor”) for Debit Card and Digital Disbursement Services to be used by State Agencies and Local Governmental Agencies, referred to collectively as “User Agency” or “User Agencies”, in accordance with this Master Service Agreement (hereinafter referred to as “MSA” or “Agreement”). The Debit Card and Digital Disbursement Services MSA will be mandatory for all State Agencies and will be available for use for all Local Governmental Agencies. A Local Governmental Agency is any city, county, city and county, district, or other local governmental body or corporation, including California State Universities (CSU) and University of California (UC) systems, K-12 schools and community colleges empowered to expend public funds.

The purpose of this Agreement is to provide User Agencies with a method of offering debit cards and/or digital disbursements as a payment option to be distributed to recipients on behalf of the State of California. The total dollar amount of a recipient’s payment will be determined by the User Agency.

The Electronic Funds Transfer (EFT) payments will be coordinated with and issued by the California State Controller’s Office (SCO), or an agency to be determined in the User Agreement.

2. Scope The Contractor will provide prepaid and reloadable debit card, virtual debit card (e.g. a digital version of a physical debit card that is used for online purchases) and digital disbursement services to User Agencies in accordance with the terms and conditions of this Agreement. The platform for digital disbursement options shall include, but not be limited to, Zelle, Venmo and/or PayPal.

Prior to rendering services, the Contractor and User Agency must execute an agreement (hereinafter referred to as the “User Agreement”) that incorporates all terms of this MSA by reference and may contain additional User Agency specific terms and conditions, none of which may alter, rescind, or be in conflict with the terms and conditions of this MSA.

The User Agreement shall consist of a Standard Agreement (STD 213) form, or the appropriate equivalent contract form for Local Governmental Agencies, and shall contain a detailed scope of work describing the User Agency requirements.

3. Agreement Term Comment by Wong, Michael@DGS: Insert comments for Agreement Term here:

A. The term of this MSA is for five (5) years, with two (2) optional one (1) year extensions (upon mutual agreement of Contractor and State) for a maximum cumulative term of seven (7) years, with the start and end date noted on the attached STD 213 (the “Effective” term). Extensions will be made by amendment to the MSA at the same rates, terms and conditions.

B. Should the Contractor fail to commence work at the agreed upon time, DGS-PD, upon five (5) days written notice to the Contractor, reserves the right to terminate the MSA.

C. Should the Contractor fail to commence work at the agreed upon time, User Agency, upon five (5) days written notice to the Contractor, reserves the right to terminate the User Agreement. In addition, the Contractor shall be liable to User Agency for the actual cost of engaging another Contractor to perform the work.

D. In addition to any other provision of the MSA, DGS-PD may terminate the MSA or cancel a portion of the service for any reason with thirty (30) days written notice. User Agency may terminate the User Agreement or cancel a portion of the service for any reason with thirty (30) days written notice.

E. All User Agreements executed before the end of the MSA term may continue for up to twenty-four (24) months beyond the MSA term.

F. In the event of a discrepancy and/or inconsistency, the descending order displayed on the STD 213 shall take precedence.

4. Termination for Convenience Comment by Wong, Michael@DGS: Insert comments for Termination for Convenience here:

A. The State reserves the right to terminate this MSA subject to thirty (30) days written notice to the Contractor. User Agreements executed prior to the MSA termination date may remain in effect at the sole discretion of the User Agency.

B. User Agency reserves the right to terminate a User Agreement subject to thirty (30) days written notice to the Contractor.

5. Contract Administration Comment by Wong, Michael@DGS: Insert comments for Contract Administration here:

A. The Contractor shall provide the DGS-PD State Contract Administrator the name, address, telephone number and e-mail address of its Contract Manager directly responsible for managing this MSA which will be reflected in the MSA User Instructions. Should the Contractor’s Contract Manager change or any of its contact information change, the Contractor shall provide the DGS-PD State Contract Administrator updated information no later than ten (10) business days after the date of such change. The Contractor is responsible for notifying all contracting User Agencies in writing of any changes to a contact person, address, telephone numbers, or any other information deemed important to the functionality of the MSA.

B. The DGS-PD State Contract Administrator will be identified in the MSA User Instructions. User Instructions are created after MSA award for the purpose of providing directions to State Agencies and Local Governmental Agencies. User Instructions specify the steps State Agencies and Local Governmental Agencies must follow in order to enter into a User Agreement with an awarded Contractor using the MSA. User Instructions are posted to Cal eProcure for User Agency guidance on how to use the MSA.

C. The DGS-PD State Contract Administrator will prepare and administer User Instructions. User Agencies should refer to the User Instructions before utilizing the MSA.

D. The Contractor Contract Manager shall:

1) Act as the Contractor’s representative for work to be provided under the MSA.

2) Act as the Contractor’s representative regarding contractual matters relating to the MSA or any User Agreement.

E. The User Agency has the sole discretion and authority to determine the quality and acceptability of the following, at the direction of the User Agency:

1) Work to be performed.

2) Productivity and progress of the work.

3) Fulfillment of the services provided by the Contractor.

4) Payment for services provided by the Contractor.

6. Contractor Responsibilities The Contractor shall provide the following services described herein. Contractor must provide staff, services, and facilities located in the territorial United States pursuant to the following requirements:

A. Implementation Plan Comment by Wong, Michael@DGS: Insert comments for Implementation Plan here:

1) The Contractor shall provide a detailed Implementation Plan. The Implementation Plan shall include but not be limited to the following:

a. Demonstrates a plan for proposed facilities.

b. Provide support staffing.

c. Provide a detailed Implementation Timeline that shall be mutually finalized and agreed to by the Contractor and the User Agency by the date specified in the User Agreement.

d. Provide technology readiness to deliver debit cards and/or digital disbursements.

e. Receive customer contacts and funding.

f. Provide a detailed Delivery Plan for delivering debit cards and digital disbursements with first payments being delivered by the date specified in the User Agreement. The Delivery Plan shall adhere to the agreed upon dates specified in the Implementation Timeline.

2) Ramp-up Plan

a. The Contractor shall provide a detailed Ramp-up Plan for early support of customer service needs, agent staffing and production to demonstrate readiness to begin receiving customer contacts.

3) Start-up and Implementation Report

a. The Contractor will begin providing the User Agency’s Contract Manager with their draft Start-up and Implementation Report at least twice weekly within the first week the User Agreement is executed. The Report will detail the progression of the implementation and integration process as it relates to relevant elements of the SOW.

B. Contractor Tasks Comment by Wong, Michael@DGS: Insert comments for Contractor Tasks here:

The Contractor shall provide the following services described herein. Services shall include, but is not limited to, the following:

1) Meet the User Agency’s privacy, legal, and information security requirements for exchanging confidential data.

2) Will not disclose, share, or use the information provided by the User Agency for any purpose other than those related to providing debit cards and digital disbursements for the intended use by the User Agency.

3) Assist recipients with self-service options supporting debit card and digital disbursement services.

4) Provide usage guidelines/requirements.

5) Distribute the first payments by debit card and/or digital disbursement to recipients, as stated in the User Agreement’s Delivery Plan.

6) Respond to all program related inquiries for the period specified in the User Agreement. The data to be exchanged pursuant to this Agreement is confidential. This Agreement does not include the exchange of Federal Tax Information (FTI).

7) Print and mail the 1099-MISC Forms to the debit card and/or digital disbursements recipients in accordance with the timelines and requirements specified in each User Agreement

8) Provide recipients access to a mobile application for account management functions, such as the ability to check balances, lock/unlock account, change address, order replacement cards, and track transactions.

9) Provide the option for reloadable debit cards and reoccurring digital disbursements, if required by the User Agency and specified in the User Agreement.

10) The Contractor’s mobile application shall be able to offer the recipient the ability to align their card with digital wallets (Apple/Google/Samsung Pay), and other non-traditional accounts.

C. Card and Digital Disbursement Services Comment by Wong, Michael@DGS: Insert comments for Card and Digital Disbursement Services here:

The Contractor shall provide the following card and digital disbursement services described herein. Services shall include, but is not limited to, the following:

1) Meet the User Agency’s Marketing and Naming schemes on debit cards and digital disbursements.

2) The User Agency’s shall require the use of a Europay, MasterCard, and Visa (EMV) chip enabled card to offer the maximum protection.

3) Meet the User Agency and SCO’s (if applicable) technical requirements for exchanging recipient payment files to be scheduled and confirmation returned.

4) Establish an agreed upon Delivery Plan for the production and mailing of the debit cards and/or distribution of digital disbursements by the date specified in the User Agreement.

5) Produce and mail or distribute the minimum number of debit cards and/or digital disbursements, as specified in the Delivery Plan.

6) If at any time the Contractor is unable to meet the agreed upon schedule, Contractor must notify the User Agency in writing of the anticipated shortfall at least two (2) weeks before the delay impacts the schedule.

7) Contractor must notify the User Agency of any significant mailing delays and communicate the reason within twenty-four (24) hours of the Contractor becoming aware of the delay.

8) Include the exact name of recipient(s) provided by the User Agency on the debit card and/or digital disbursement.

9) Fund the debit card and/or digital disbursement with the exact monetary amount provided by the User Agency.

10) Mail the debit card to only the addresses provided by the User Agency.

11) If a debit card is returned to the Contractor by the United State Postal Service (USPS) as undeliverable, the Contractor will notify the User Agency when this occurs.

12) Provide confirmation of delivery and provide the User Agency unique transaction number or identifier that the User Agency can use to associate the confirmation of delivery to the recipient’s account and the User Agency’s records.

13) Provide a designated account and coordinate deposits for payment of debit cards and/or digital disbursement consistent with the requirements of the User Agency.

14) Provide recurring deposits if specified in the User Agreement.

15) Provide client services to the User Agency, including, but not limited to, the number of cards and balances of debit cards and/or digital disbursements issued, returned, activated, not activated, deactivated, and expired.

16) Ensure all debit cards and/or digital disbursements produced have an expiration date.

17) Return any and all remaining funds on expired cards to an account designated by the User Agency within two (2) business days of expiration or as specified in the User Agreement.

18) The Contractor shall adhere to all of the state’s escheat financial rules consistent with applicable statutory requirements.

19) Allow the User Agency and/or designee the ability and access to audit and review internal control and pre and post processing activities. This would include, but not be limited to, the review of the delivery of debit cards and/or digital disbursements, accuracy in delivery, activation of the debit cards and/or digital disbursements, a review of cards not activated, and the cash management of funds.

20) Ensure all debit cards issued for this program have the option to be reloadable, if specified in the User Agreement.

D. Miscellaneous Print and Mail Services Comment by Wong, Michael@DGS: Insert comments for Miscellaneous Print and Mail Services here:

The Contractor shall provide the following miscellaneous print and mail services described herein. Services shall include, but is not limited to, the following:

1) Print and mail miscellaneous items on behalf of the User Agency using high-level cut sheet and/or continuous feed paper stock. This includes printing and mailing the 1099-MISC Forms to the debit card and/or digital disbursements recipients.

2) Provide paper, preparation of proofs, imaging, printing, sorting, and folding sealing and mailing services needed to distribute confidential mailers by the timelines specified in the User Agency’s User Agreement.

3) Provide the User Agency with paper and form specifications in sufficient time for the Contractor and the User Agency to perform quality assurance paper testing, which includes reviewing the print proof and complete end-to-end testing of test samples. Both the Contractor and the User Agency shall approve the pre-production sample forms.

4) The User Agency will provide the Contractor the layout and data points in the User Agreement, which may include a social security number.

5) Process the electronic files received from the User Agency to print the forms to meet United States Postal Service (USPS) requirements.

6) All miscellaneous print jobs shall be mailed with an envelope containing a return address, and any other information requested by the User Agency.

7) Establish a delivery schedule determined by the User Agency for the production and mailing of the miscellaneous printed items.

8) Provide all postage for mailings.

9) Confirm with the User Agency that all forms were delivered to the USPS by the agreed upon schedule provided by the User Agency.

10) The Contractor shall invoice the User Agency, based on an invoicing schedule that is in the User Agreement.

E. Marketing Comment by Wong, Michael@DGS: Insert comments for Marketing here:

The Contractor shall provide the following marketing services described herein. Services shall include, but is not limited to, the following:

1) Provide debit cards with approved marketing identifying the card’s purpose, in an easy-to-understand format, as specified in the User Agreement.

2) Provide marketing information to be included or referenced on any web pages, Interactive Voice Response (IVR), or other customer service channels such as live chat or SMS.

3) Provide marketing information to point to any approved self-service tools or web content included on the User Agency’s public website.

4) Any User Agency and Contractor websites specific to the Debit Card and Digital Disbursement Services will be aligned to provide consistent information to the recipients.

F. Customer Service Comment by Wong, Michael@DGS: Insert comments for Customer Service here:

Contractor must provide the following customer service identified below:

1) Provide multi-channel customer service and support including self-service and live service including phone, live chat, and Secure Messaging System (SMS), collectively referred to as “contacts.”

2) Provide an online self-service web/IVR portal and/or mobile application to provide program eligibility (if required by the User Agency).

3) Provide 24/7 online customer service access for recipients to report lost or stolen cards.

4) Provide recipients with toll-free telephone access to customer service and support which is accessible during regular business hours identified in the User Agreement.

5) Provide multi-lingual support as specified by the User Agency.

6) Provide a plan to address high call volumes.

7) Provide support with a live representative for recipients who identify fraud or attempted account compromise.

8) Provide customer service that is dedicated to supporting the Debit Card and Digital Disbursement Service, in addition to providing support activities once the debit card and or digital disbursement has been received and activated.

9) Provide knowledgeable Call Center Personnel to answer general questions regarding services, eligibility, and enrollment, as identified by the User Agency.

10) For all non-activated debit cards, a reminder letter will be sent to each recipient explaining the benefits of the program, the expiration date on the debit card, including offering a replacement debit card if needed.

11) In situations where the Contractor is unable to provide support to the customer because of account specific issues (e.g. deceased resident, incarcerated individual) the Contractor will route contacts back to designated User Agency IVR queues.

12) Establish a process for rush or expedited debit card issuance/reissuance. An expedited process shall also be established for digital disbursement payments.

13) Receive customer inquiries, and as needed, transfer inquires back to the User Agency for more account specific questions and assistance.

G. Customer Service Center Operations Comment by Wong, Michael@DGS: Insert comments for Customer Service Center Operations here:

The Contractor shall provide the following customer service center operations services described herein. Services shall include, but is not limited to, the following:

1) Allow the User Agency and its approved representatives to access Contractor’s on-site operations during normal business hours of operation. The State reserves the right to access Contractor’s on-site operations to review Contractor’s services and ensure compliance with this MSA. The User Agency may schedule a visit with Contractor to visit the Customer Service Center, but also reserves the right to perform unscheduled visits during normal business hours of operation.

2) Participate in meetings to report on status of operations, technology, and areas of opportunity, as required by the User Agency.

3) The Contractor’s Contract Manager will be responsible for the Customer Service Center Operations and will be the contact for all invoice issues.

4) Follow the User Agency’s protocols, use approved job aids and training materials for all work performed to support the User Agency. In addition, Contractor must implement quality evaluation monitoring procedures to ensure its Customer Service Personnel deliver services in accordance with State approved protocols.

5) Maintain Customer Service Center hours of operation as specified in the User Agreement or as indicated in Number 6 below. With advance notice, Contractor may be required to maintain other hours as requested by User Agency, including weekends and/or holidays. Contractor will adequately staff its Customer Service Center during those hours of operation.

6) Contact Customer Service Center business hours shall be Monday through Friday from 8:00 am to 5:00 pm, Pacific Time (except for State holidays), unless otherwise indicated in the User Agreement, for calls and inquiries received by recipients. Contractor Customer Service Center Personnel shall remain available after 5:00 pm in order to ensure calls and inquiries are cleared from the queues, unless otherwise indicated in the User Agreement.

7) Online Customer Service Center Services should be available 24/7. Debit card and/or digital disbursement recipients should be able to report lost or stolen cards and/or digital disbursements (if required by the User Agency).

8) Ensure Customer Service Personnel manage calls and inquiries through the entire life cycle from inquiry to resolution.

9) Ensure Customer Service Center Staff meets Level of Access (LOA), as specified in the User Agreement. LOA is a percent of the contacts answered as compared to the total number of contacts received. Contractor is responsible for staffing the appropriate number of Customer Service Personnel to ensure that the minimum number of required Customer Service Center personnel can answer, diagnose and resolve, or properly transfer calls and inquiries if outside of an agreed set of call drivers and perform work as required by this Agreement.

10) If Contractor’s telephone, live chat or SMS system service is down, Contractor shall notify the User Agency’s Contract Manager immediately. Once service is restored, Contractor shall perform integration testing with the User Agency technical staff to ensure calls can be transferred to the User Agency or redirected to Contractor.

H. Customer Service Center Representative Staffing Comment by Wong, Michael@DGS: Insert comments for Customer Service Center Representative Staffing here:

The Contractor shall provide staff and facilities to perform the Customer Service Center representative staffing services pursuant to the following requirements:

1) Ensure staff is located within the territorial United States.

2) Supply equipment, materials, training, and facilities that include required connectivity to receive and respond to inquiries.

3) Provide a fully staffed Customer Service Center equipped to perform services as required in the User Agreement.

4) Provide the appropriate number of Customer Service Personnel fully trained to respond to contacts. Customer Service Personnels’ tasks include using a computer to access knowledge documents, understanding customer’s request for information, and communicating accurate information to customers.

5) Provide Customer Service Center representatives that accurately and timely:

a. Research and resolve concerns and provide immediate follow-up status/resolution.

b. Answer incoming telephone calls, e-mails, faxes, and letters.

c. Log all problems/resolutions so that recurring problems can be tracked, reported and corrected.

6) Provide multi-lingual Customer Service Personnel, as identified in the User Agreement.

7) Any facilities used for in-office workforce must include all necessary equipment to perform all work and training as outlined in the User Agreement. The facility should have the necessary power and environmental controls to protect the equipment from external factors such as power, climate, fire and water threats. The Contractor must also accommodate all training that the agents must undertake prior to performing services. The facility will support telephone, server and network equipment in a physically secure area.

8) Supply all remote workers with the necessary equipment to perform all work and training as outlined in this MSA.

I. Background Checks, Data Exchange and Security Safeguards Comment by Wong, Michael@DGS: Insert comments for Background Checks, Data Exchange and Security Safeguards here:

The Contractor shall provide the following background checks, data exchange and security safeguard services described herein. Services shall include, but is not limited to, the following:

1) Contractor will perform background checks and fingerprinting on all Contractor staff as outlined in Exhibit C - Information Technology General Provisions Cloud Computing Services. Fingerprints will be sent to the California Department of Justice for information regarding prior criminal history and subsequent arrests while the Agreement is in effect.

2) Where a California filing requirement exists, Contractor staff will comply with the income tax laws of the State of California, including filing state income tax returns and pay any taxes due as outlined in Exhibit C - Information Technology General Provisions Cloud Computing Services.

3) Contractor shall adhere to the data exchange and information security requirements outlined in Exhibit C - Information Technology General Provisions Cloud Computing Services.

J. Training Comment by Wong, Michael@DGS: Insert comments for Training here:

The Contractor shall provide the following training services described herein. Services shall include, but is not limited to, the following:

1) Provide training to support all initial hiring wave (ramp up) activities and on-going training activities for the duration of this MSA.

2) Provide sufficient qualified training to ensure all Customer Service Personnel are provided with initial and on-going training as necessary to support the inquiries. Trainers shall be knowledgeable in the subject matter, equipment and training materials. Contractor trainers will utilize the User Agency’s approved training materials.

3) Oversee training activities for Contractor personnel and work closely with the User Agency to develop the training criteria. Contractor shall adhere to the User Agency’s protocols, job aids, task guides and training materials for contact handling.

4) All Contractor personnel performing work under this MSA will be required to complete Privacy and Security training on an annual basis. The training must be completed within two (2) business days of commencing work with the User Agency, and annually thereafter. Contractor must provide proof of training completion upon request by the User Agency.

K. Quality of Work Comment by Wong, Michael@DGS: Insert comments for Quality of Work here:

The Contractor shall provide the following quality of work services described herein. Services shall include, but is not limited to, the following:

1) The Contractor shall work with the User Agency to develop and maintain a Quality Assurance program. Sample monitoring guidelines are included in Exhibit A.1 - Monitoring Guidelines, and Exhibit A.2 - Quality Assurance Evaluation Scorecard.

2) Contractor can utilize the Quality Assurance (QA) forms and QA evaluation plan provided by the User Agency to monitor, evaluate, and document results for a representative sample that includes a minimum of four (4) customer contacts and not to exceed twenty percent (20%) of the total calls and inquiries the agent takes per month, unless otherwise specified in the User Agreement.

3) Contractor will provide quality assurance staff to perform evaluations, monitor Contractor personnel interaction with customers and to provide feedback to the training team to assist in any additional training needs for staff.

4) If Contractor personnel fail to meet evaluation standards, set by the Contractor and approved by the User Agency, then the Contractor shall require additional training for personnel until evaluation standards are met.

5) Contractor shall establish and maintain a Corrective Action Plan (CAP) that describes the process to receive, triage, and resolve performance escalations received from the User Agency and provide a monthly summary of all performance escalations. The CAP shall be submitted within two (2) business days of notification from the User Agency and will include all of Contractor’s findings and all coaching and other actions taken.

6) Contractor shall provide coaching and additional training, as indicated in the CAP, to Contractor personnel who fail performance standards. If the Contractor personnel continue to fail performance standards, even after the additional coaching and training has been conducted, then the Contractor personnel may be dismissed from the User Agreement.

7) Contractor shall record 100% of all calls and inquiries received. Recordings shall be in compliance with state and federal laws, including California Penal Code section 632, et seq. Recordings shall be retained for a minimum of ninety (90) calendar days from date the call was received. Recordings shall be made available to the User Agency upon request.

8) Contractor will immediately notify the User Agency’s Point of Contact and the User Agency’s information security office of any unauthorized or suspected unauthorized uses and/or disclosures (incidents) of personal information obtained from callers. For purposes of this section, “immediately” is defined as within 24 hours of the discovery. Contractor should provide the following:

· Contractor personnel Information

· Recipient information

· Incident description and information

· Information disclosed

· Name(s) of third parties to whom information was disclosed L. Key Performance Indicators (KPI) Comment by Wong, Michael@DGS: Insert comments for Key Performance Indicators (KPI) here:

The Contractor shall provide the following Key Performance Indicators (KPI) in a monthly report described herein. This report must be submitted by the fifth (5th) business day of the month, unless otherwise stated in the User Agreement. The User Agency may add additional reporting requirements as identified in the User Agreements.

1) Project Milestones:

a. The Contractor must submit a status update for each milestone in each phase identified below. The update must specify whether deadlines were met or missed. If any deadlines were missed, the Contractor must provide a corrective plan to mitigate delays and ensure future deadlines are met.

i. Implementation Plan

ii. Delivery Plan

2) Card and Payment Disbursement:

a. Total number of cards requested by the User Agency.

b. Total number of cards or payments distributed.

c. Total number of cards or payments pending disbursement.

d. Completion percentage of payments distributed in comparison to the Delivery Plan.

e. Total number of cards that have been successfully activated and the total number of digital disbursements successfully transmitted.

f. Total number of cards that have not been activated. Information provided should include names, address, and other key identifying information on the recipient, whether card has been activated, and any balance remaining.

g. Total number of cards with remaining balances and the balance of each card.

3) Customer Service Operations:

a. Total number of inquiries received, answered and abandoned.

b. Average wait time categorized by inquiry type.

c. Average score for the Exhibit A.1 - Monitoring Guidelines Report for the reported month.

d. Total number of passing scores and total number of failing scores as indicated by Exhibit A.2 - Quality Assurance Evaluation for the reported month.

e. Total number of Corrective Action Plan (CAP) initiated for the reported month, including any resulting dismissals.

4) Miscellaneous Print and Mail Services:

a. Total number of 1099-MISC schedules that must be created.

b. Total number of 1099-MISC schedules that have been printed and mailed.

c. Total number of 1099-MISC schedules that have been returned to sender.

M. System Integration Comment by Wong, Michael@DGS: Insert comments for System Integration here:

The Contractor shall provide the following system integration services described herein. Services shall include, but is not limited to, the following:

1) Contractor will follow approved data exchange requirements. This will include request and response format, layout, and other pertinent data exchange details.

2) Contractor will provide a secure data exchange process using the User Agency’s preferred file exchange method, Secure File Transfer Protocol (SFTP) through the User Agency’s Secure Web Internet File Transfer (SWIFT) tool.

3) Contractor will provide a detailed data integration schedule including items such as:

a. Design Deliverables

b. Development Deliverables

c. System Test Deliverables

4) Contractor will provide a process to capture and store request information being sent to provider.

5) Contractor will provide a process to capture and store response information being received from provider.

6) The solution offers the ability to route calls back to User Agency via the IVR system or route inquiries via an efficient referral process and tool, if required by the User Agency.

N. Technical Implementation Comment by Wong, Michael@DGS: Insert comments for Technical Implementation here:

The Contractor shall provide the following technical Implementation services described herein. Services shall include, but is not limited to, the following:

1) Contractor shall provide their own telephone system to field the User Agency calls and ensure that their system has enough capacity to handle the User Agency’s program calls.

2) Contractor shall provide a toll-free phone number for the User Agency to route program calls to Contractor or for the recipient to call directly.

3) Contractor shall transfer more complex calls to the User Agency using predetermined phone numbers.

4) Contractor shall perform integration testing with the User Agency’s technical staff to ensure calls can be transferred to the User Agency or redirected to Contractor. Integration testing to be completed within three (3) weeks of the User Agreement start date or by the date specified in the User Agreement.

5) The User Agency shall provide data elements for payments including, but not limited to recipient name, address, identification number, estimated payment amount, payment issue date and payment type (debit card or digital disbursement).

O. Fee Free Services Comment by Wong, Michael@DGS: Insert comments for Fee Free Services here:

The Contractor shall provide the following fee free services described herein. Services shall include, but is not limited to, the following:

1) There shall be no fees related to activation or transactions using the debit card and/or digital disbursements and shall be communicated to the recipient.

2) No fees shall be charged for the use of customer service support including the need to speak or chat with a live person.

3) No fees shall be charged for the first or second debit card. Any fees charged for the third or more replacement card shall be communicated to the customer before the fee is charged.

4) Any out of network fees not controlled by the Contractor shall be published on the Contractor’s website and communicated to the recipients.

5) Recipients shall have access to fee-free Automated Teller Machine (ATM) networks.

P. Fraud Prevention Comment by Wong, Michael@DGS: Insert comments for Fraud Prevention here:

The Contractor shall provide the following fraud prevention services described herein. Services shall include, but is not limited to, the following:

1) Ensure each debit card includes an EMV chip with a magnetic stripe to safeguard against fraud.

2) Provide activation of the debit card and provide support to debit card recipients using industrywide best practices for identity proofing/authentication services relying on validation of at least two (2) confidential data points and requiring at least one (1) of the confidential data points provided by the User Agency.

3) Provide fraud prevention services with evidence of preventing fraud at a success rate of ninety-nine percent (99%) or higher.

4) Provide fraud prevention services from the point of receiving recipient account information and until all debit card and/or digital disbursement balances have been exhausted by each recipient or returned to the User Agency due to expiring.

5) At the request of the User Agency, immediately freeze or close a debit card and/or cancel digital disbursements that the User Agency has determined to be fraudulent. Digital Disbursements, determined to be fraudulent, that have been sent but not disbursed must be canceled and the funds recovered.

6) Allow debit card recipients to report lost or stolen cards and immediately freeze the account.

7) If the Contractor identifies an account as possibly being fraudulent before mailing, the Contractor must report the account to the User Agency within twenty-four (24) hours of the discovery (or a timeframe mutually agreed to between the Contractor and the User Agency).

8) Contractor must report any fraudulent activity to the User Agency within twenty-four (24) hours, unless otherwise specified in the User Agreement.

9) Contractor must track, analyze, and report all fraudulent activity, on a monthly basis, and provide the User Agency this report by the fifth (5th) business day of each month, identifying actions taken to prevent future fraud attempts based on their findings.

10) Provide card activation data, including but not limited to, geographic location, IP address, device ID and date of activation to the User Agency.

11) Contractor shall only utilize the address provided by the User Agency when mailing the debit cards to the recipient and shall not forward the debit cards to any other address.

12) Contractor shall destroy any debit cards that are undeliverable. The debit cards shall be destroyed in a manner to be deemed unusable or unreadable, and to the extent that an individual record can no longer be reasonably ascertained.

13) Contractor shall assume responsibility from the point of activation for any replacement of debit card funds resulting from fraudulent use of recipients’ debit card.

14) Meet the User Agency security and privacy requirements as outlined in Exhibit C - Information Technology General Provisions Cloud Computing Services.

15) Meet all security and privacy requirements provided in California State Administrative Manual (SAM), National Institute of Standards and Technology (NIST), Federal Information Processing Standards (FIPS), Government Code §11015.5 and §11019.9, Vehicle Code, and California Information Practices Act (IPA) Civil Code §1798 et seq.

7. Responsibilities of the User Agency Comment by Wong, Michael@DGS: Insert comments for Responsibilities of the User Agency here:

The User Agency shall be responsible for performing the following contract management activities:

A. The User Agency will designate a Contract Manager to serve as the single point of contact for all Contractor inquiries.

B. The assigned User Agency Contract Manager will have the authority to make project decisions and shall represent the User Agency in all matters related to this SOW. The assigned User Agency Contract Manager will provide a single consolidated response to any review, approval, change, or decision request.

C. The User Agency Contract Manager will review the User Agreement and associated documents with the Contractor to ensure mutual understanding of the responsibilities of both parties.

D. The User Agency is responsible for the content, completeness, accuracy, and consistency of the data, materials, and information supplied by the User Agency.

E. The User Agency Contract Manager shall oversee the Contractor’s work on a day-to-day basis to ensure the tasks and deliverables of the User Agreement are completed according to the requirements herein and will review and approve all Contractor’s invoices.

8. Contractor’s Documentation Comment by Wong, Michael@DGS: Insert comments for Contractor’s Documentation here:

All Contractor’s documentation shall be provided in Microsoft (MS) Office Suite 2010 or newer (e.g., MS Word, MS Excel, MS Visio, MS Project) as specified by User Agency and must meet the accessibility requirements specified in Exhibit C - Information Technology General Provisions Cloud Computing Services.

9. Travel and Expenses Comment by Wong, Michael@DGS: Insert comments for Travel and Expenses here:

User Agencies, as applicable, may allow additional travel reimbursement which must be itemized separately on the User Agreement. The Contractor must have prior approval by the User Agency for additional travel reimbursement.

10. Transparent Payment Provisions Comment by Wong, Michael@DGS: Insert comments for Transparent Payment Provisions here:

Contractor shall adhere to the itemized payment provisions and payment fee structure specified in the Exhibit B-1 Rate Sheet.

11. Contractor Non-Performance Comment by Wong, Michael@DGS: Insert comments for Contractor Non-Performance here:

The Contractor shall adhere to the following provisions:

A. The Contractor must perform all responsibilities and tasks as specified in the User Agreement. Contractor acknowledges that the User Agency will incur damages if the Contractor fails to fulfill its obligations under the User Agreement, and acknowledges that liquidated or actual damages, whichever is greater, must be paid to the User Agency.

B. The User Agency 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 User Agency 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. 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 User Agency as a breach of contract.

C. Should the Contractor fail to complete the work within the agreed upon times or terms, the User Agency will assess and collect liquidated damages in the amounts specified in the User Agreements. If such conditions of nonperformance continue, they may amount to a material breach for which the User Agency may pursue recovery of actual losses resulting from the Contractor’s failure to perform.

D. Contractor’s failure to complete the Transition Phase will result in assessment of liquidated damages in the amount specified in the User Agreements following written notification and a thirty (30) calendar day cure period.

12. Transition Phase Comment by Wong, Michael@DGS: Insert comments for Transition Phase here:

The Contractor shall adhere to the following provisions:

A. The Contractor understands that the User Agency intends to engage in a competitive procurement and enter into a new contract at the conclusion of this Agreement. The incumbent Contractor shall actively assist the User Agency in transitioning services to the new Contractor.

B. Within 30 days after receipt of instruction or date of discontinuance of Contractor service, whichever is sooner, the Contractor in collaboration with the User Agency, shall identify which data needs to be transferred to the new Contractor. The Contractor shall provide a copy of the data transferred to the new Contractor with the User Agency.

C. During the transition phase, the Contractor shall ensure that the debit card and digital disbursement recipients will have continuous and uninterrupted services. The Contractor agrees to provide extended services on a month-to-month basis to the User Agency at the same rates identified in the Exhibit B-1 – Rate Sheet until the new Contractor’s services are fully operational.

13. Contractor Selection Process Comment by Wong, Michael@DGS: Insert comments for Contractor Selection Process here:

User Agencies electing to use the Debit Card and Digital Disbursement Services MSA must select a Contractor using the process described below.

A. Use of this MSA by State User Agencies is mandatory and is subject to Government Code section 19130 et. seq. governing standards for the use of personal services contracts for State Agencies.

B. Services procured under this MSA will be requested from a list of MSA Contractors awarded.

C. User Agencies will select the Contractor based on the tasks identified in their Agency’s SOW and should include, but is not limited to, the following:

1) User Agency contact information

2) Requested date(s) of service (if known)

3) Necessary services

4) Special requirements

5) SB/DVBE

D. Contractors must acknowledge and respond to the Agency’s request within the timeframe specified by the User Agency.

E. Contractors must respond to the User Agency’s request, which may require a Delivery Plan and/or other information as specified by the User Agency.

F. User Agencies shall evaluate Contractor’s responses and make the final selection of the Contractor.

G. User Agencies shall not request services from Contractors for services not awarded and included in the MSA, Exhibit A - Scope of Work.

H. Pricing offered by the Contractor shall not exceed the rates specified in Exhibit B.1 - Rate Sheet.

14. Contract Activity and Reports Comment by Wong, Michael@DGS: Insert comments for Contract Activity and Reports here:

A. Each quarter, the Contractor shall submit a Quarterly Usage Report to the DGS-PD State Contract Administrator via email or other delivery method as specified by DGS-PD. The report shall summarize the Contractor’s MSA contract activity for each User Agency, and it shall be provided to the DGS-PD State Contract Administrator by the fifteenth (15th) business day following the ending of the quarter’s reporting period for which a User Agreement was executed. A report is required every quarter, even if the Contractor did not acquire a User Agreement during the reporting period.

B. The Quarterly Usage Report will separate State Agency contracting activities from that of Local Governmental Agencies. User Agreements issued against this MSA must contain at a minimum the following information:

1) Contractor’s MSA Number

2) User Agency Name (department, agency, etc.)

3) User Agreement Number

4) User Agency Contact Person

5) Contractor Invoice Number

6) Invoice Date

7) Invoice Amount Paid

8) Rate(s) C. The DGS-PD State Contract Administrator will provide a Quarterly Usage Report template upon MSA award. DGS-PD reserves the right to modify this Quarterly Usage Report and require Contractor to provide additional reporting information during the course of the MSA.

D. As applicable, Contractor must report subcontracting for Certified Small Business (SB) and Disabled Veteran Business Enterprise (DVBE).

15. Local Governmental Agency Incentive Fee Comment by Wong, Michael@DGS: Insert comments for Local Government Agency Incentive Fee here:

A. For all Local Governmental Agency transactions issued against the awarded MSA, the Contractor is required to remit DGS-PD an incentive fee of an amount equal to one point twenty-five (1.25) percent of the total contract amount (e.g. If the net Local Governmental Agency sales for a quarter is one hundred thousand dollars ($100,000.00), the incentive fee due to DGS-PD is one-thousand two-hundred, fifty dollars ($1,250.00).).

B. This incentive fee shall not be included in the User Agency’s purchase price, nor invoiced separately to the User Agency. All prices quoted to a Local Governmental Agency shall reflect MSA contract pricing, including any and all applicable discounts, and shall not include add-on fees.

C. Contractor payment of the Local Governmental Agency incentive fee to DGS-PD is due irrespective of whether or not the Local Governmental Agency has paid the Contractor for services.

D. Contractor payment may be made in the form of an electronic payment or by submitting a check payable to the State of California, Department of General Services. Along with each payment, a Contract Usage Report, filtered in Excel to include only Local Governmental Agency sales, shall be submitted to the State Contract Administrator.

E. To submit incentive fees electronically, Contractors must register on the DGS-PD Leveraged Procurement Agreement (LPA) Payment Portal (https://www.dgs.ca.gov/PD/Services/Page-Content/Procurement-Division-Services-List-Folder/Access-LPA-Payment-Portal).

F. Incentive fee payments made by check shall be submitted to the following address:

Department of General Services MAPS Payments Processing 707 3rd Street, 2nd Floor, MS 2-202 West Sacramento, CA 95605

16. Potential Subcontractors Comment by Wong, Michael@DGS: Insert comments for Potential Subcontractors here:

Nothing contained in this Agreement or otherwise, shall create any contractual relation between the User Agency and any subcontractors, and no subcontractor shall relieve the Contractor of its responsibilities and obligations hereunder. A subcontractor is defined as a person or entity engaged by the Contractor to specifically perform services for the User Agency under the User Agreement. The Contractor agrees to be fully responsible to the User Agency for the acts and omissions of its subcontractors and of persons either directly or indirectly employed by any of the subcontractors as it is for the acts and omissions of persons directly employed by the Contractor. The Contractor’s obligation to pay its subcontractors is an independent obligation from the User Agency’s obligation to make payments to the Contractor. As a result, the User Agency shall have no obligation to pay or to enforce the payment of any moneys to any subcontractor.

All subcontractors must comply fully with the administrative and technical requirements that are applicable with the portion of the work being delegated to the subcontractor. Contractor must ensure that the subcontractor(s) will have all necessary licenses, permits, and/or certifications to accomplish its portion of the work. Failure of a subcontractor(s) to have the proper licenses, permits, and/or certifications, may be cause for rejection of the subcontractor and/or termination of the agreement. User Agencies may request an updated Proposer Declaration form with a User Agreement.