ADSPO16-157096-A8_Exhibit_K_FINAL.pdf

This document is a Contract Amendment issued by the Arizona Department of Administration's State Procurement Office, involving Nationwide as the contractor. The amendment, specifically Change Order 8 and Amendment Number Three, pertains to Contract No. ADSPO16-157096 for Deferred Compensation and Defined Contribution Plans. The amendment involves modifications to Exhibit K, with contact representatives being Jim Keeler from Nationwide and Terri Johnson from the Arizona Department of Administration.

The amendment focuses on Performance Measures and Liquidated Damages for various services including enrollment, investment option changes, transfers, deferral changes, contributions, plan benefit payments, unforeseen emergencies, loans, member reports, annual member satisfaction surveys, and interactive toll-free telephone systems. The performance measures establish specific goals and timelines for service delivery, with most services requiring 99% compliance. Liquidated damages are specified for each service area, ranging from $50 to $5000 per month, depending on the type and extent of performance shortfall. The document outlines precise performance expectations for processing applications, making confirmations, crediting accounts, handling emergency requests, and maintaining system availability.