Att F- Technical Proposal (1).docx

RFP 26-87282

TECHNICAL PROPOSAL

ATTACHMENT F

INSTRUCTIONS

· Please supply requested information in the blue-shaded areas and indicate any attachments that have been included.

· Document all attachments with which section and question they pertain to.

Technical Proposal Questions

1. Funds Access & ACH Operations

1.1. Provide a list of your Federal Depository Insurance Corporation (FDIC) branch locations in Indiana or, if you are not a bank, of the FDIC branch locations in Indiana for the issuing bank with which you are partnering.

1.2. Describe your end‑to‑end workflow for receiving the DWD funding file and making funds available or transmitted to claimants within the required timelines.

1.3. Provide detailed pricing structures for same‑day and standard ACH transfers, including any volume-based or pass‑through costs.

1.4. Explain your approach to handling delayed DWD funding, including floating funds, reconciliation, and wire fallback procedures.

2. Contractor System Requirements

2.1. Describe your secure file transmission capabilities and protocols.

2.2. Explain your automated successful receipt acknowledgment, error-handling, and escalation processes for incoming/outgoing file transmissions.

2.3. Describe the API structure you would use to accept real-time claimant demographic data, including security and validation features, and indicate your willingness to use the State’s API structure.

2.4. Explain your system compatibility posture, including support for modern devices, handling of older browser versions when necessary, and list any third-party software DWD would be required to install.

2.5. List all cybersecurity framework(s) that your systems have been assessed to meet.

2.6. Explain how your approach meets the Management Performance Hub (MPH) Chief Data Officer privacy and AI policies.

2.7. Explain how your approach meets Indiana Office of Technology (IOT) Policy and Security Standards.

2.8. Provide your GovRamp certification status.

2.9. Explain how your approach meets the State’s preferred hosting model.

References:

IOT - Indiana Office of Technology: Policies Procedures & Standards MPH - Office of the Indiana Chief Data Officer: CDO Home - Office of the Indiana Chief Data Officer: Office of the Chief Data Officer Policies GovRAMP - GovRAMP | Standardizing Cloud Security for Government

3. Account Management

3.1. Describe how you will meet the requirement that 98% of account creation requests be completed within the defined timelines.

3.2. Explain how you will initiate the default SVC payment method when no payment election is made, including timelines and safeguards.

3.3. Describe controls to ensure no account is closed without DWD approval, except where legally required.

3.4. Confirm your understanding that all DWD data is State-owned and describe your controls for use, security, disclosure, and retention.

3.5. Explain your process for researching and correcting rejected ACH deposits and initiating SVC issuance when required.

3.6. Explain how you will integrate with the State’s identity verification service provider to ensure security while streamlining the customer journey.

3.7. Explain the customer journey for individuals electing how they wish to receive unemployment insurance benefits payments, including but not limited to whether individuals will need to create any new user accounts for your solution.

4. Stored Value Card (SVC) Program

4.1. Describe how your SVC program meets all minimum card/account feature requirements (no fees, FDIC insurance, debit capabilities, physical card delivery, etc.).

4.2. Provide details of your ATM and banking network in Indiana and how you will maintain at least 90% network sufficiency.

4.3. Describe your SVC issuance timeline, activation options, and provision of instructional materials.

4.4. Explain your card replacement process, timelines, fees, and fraud-related exceptions.

4.5. Provide your card design elements and change-control process for SVC design or materials.

4.6. Describe controls to prevent negative balances and the policies governing fees and write-offs.

4.7. Explain your process for deposit reversals and pulling back funds due to error, fraud, or other qualifying events.

4.8. Describe your policy for returning available funds on SVC accounts and compliance with regulatory credit rules.

5. Security and Detection of Fraud and Abuse

5.1. Describe your Bank Account Validation (BAV) service and your reporting of validation results to DWD.

5.2. Provide an overview of your Security Document, including administrative, physical, technical, and systems controls.

5.3. Describe your breach notification process, including timelines and required communications to DWD.

5.4. Explain how your solution complies with GLBA, PCI DSS, NACHA, 20 CFR 603, and other relevant regulations.

5.5. Describe how you will assist DWD in detecting and investigating fraud or abuse.

6. Customer Service and IVR

6.1. Describe your current customer service support services.

6.2. Describe how your IVR will meet the requirement that 99% of calls be answered within two seconds.

6.3. Explain how you will meet the requirement that 80% of CSR-directed calls be answered within 60 seconds.

6.4. Provide your staffing and queue management approach for maintaining a call abandonment rate of 5% or less.

6.5. Describe your online and mobile banking system, including availability, outage reporting, and security.

7. Language and Accessibility

7.1. Explain how language access requirements (English/Spanish, interpretation, vital document notices) will be met.

7.2. Describe how your website and mobile applications comply with accessibility requirements, including compatibility with assistive technologies.

8. Project Documentation: Escheatment, BC/DR, and Implementation

8.1. Describe your escheatment identification and processing workflow, including required notices and reporting.

8.2. Summarize your Implementation Project Plan, including risk management and DWD collaboration processes.

8.3. Provide an overview of your Business Continuity and Disaster Recovery Plan and its alignment with DWD requirements as seen in Section IV.g of the SOW.

9. Transition Plan

9.1. Describe your predicted Transition Plan.

9.2. Explain predicted methods for creating new accounts for 100% of actively funded cardholders at least 15 days prior to transition.

9.3. Describe predicted methods for addressing claimant communications, SVC reissuance, education efforts, and contingency planning. Include sample claimant communications (letters, email templates, FAQ sheets, and IVR scripts).

9.4. Explain your typical integration process and provide a timeline for implementation, including estimated lead time for any DWD required system development, customization, data mapping, etc.

10. System Testing & Demonstrations

10.1. Describe your approaches for testing systems and integration, interface, network performance, and IVR.

10.2. Provide your plan for conducting a functional demonstration at least six weeks before system acceptance testing.

10.3. Describe your process for conducting at least two claimant transition test cycles and how results will be documented.

10.4. Describe the non-production environment you will provide to DWD for integration and testing.

11. Essential Personnel and Staffing Plan

11.1. Identify predicted essential personnel and explain how each meets the required qualifications in accordance with Section IV.h of the SOW.

11.2. Provide your predicted staffing plan, including background check processes and training for replacements.

12. Reporting & Data Access

12.1. Provide sample descriptions of daily, weekly, monthly, and annual reports your solution will generate. Report samples must include data elements, field definitions, file formats, delivery method, frequency, and retention periods.

12.2. Describe how you will provide fraud monitoring data and secure portal access for DWD personnel.

12.3. Describe your process for producing ad‑hoc reports and meeting required turnaround times.

13. Performance Standards, Administrative Fees, and Corrective Action Plans

13.1. Confirm your ability to meet all performance standards and describe how you will monitor compliance.

13.2. Describe your internal process for preparing and executing Corrective Action Plans when required.

13.3. Confirm your understanding of administrative fees for performance lapses and describe your internal oversight model.

14. Vendor Industry Experience & References

14.1. Provide a summary of prior engagements within the Unemployment Insurance sector, including duration, completion dates, and measurable results.

14.2. Submit at least two (2) case studies or project summaries demonstrating successful delivery of solutions similar in scope and complexity.

14.3. Provide contact details for a minimum of two (2) and a maximum of three (3) current customer references.

15. Artificial Intelligence (AI)

15.1. Confirm your review and completion of Attachment L - AI - Technical Questions.

15.2. Provide a complete list of all AI products, tools, and services that would in any way access DWD data.

15.3. Describe all purposes for which an AI product, tool, or service would in any way access DWD data.

16. Subcontractors

16.1. Provide a complete list of all subcontractors that would in any way access DWD data.

16.2. Describe all purposes for which a subcontractor would in any way access DWD data.