Attachment 03 SNAP Cash Written Responses.docx

Attachment 3: SNAP Written Responses

WSEA SNAP/Cash Required Written Responses Project Management and Organization Describe the following:

1) Req 1.1.1 – The Offeror’s degree of coordination expected between the EBT Contractor’s personnel and the State’s EBT Director.

2) Req 1.1.2 – The procedures and timelines for notifying the States about potential and/or actual problems.

3) Req 1.1.3 – The Offeror’s approach to decision-making authority that the assigned EBT Contractor personnel have within the EBT Contractor’s organization in relation to this EBT project.

4) Req 1.1.4 – The Offeror’s approach to the project management structure.

5) Req 1.1.5 – The Offeror’s approach and procedures they will follow to notify the State when the State’s normal contact is expected to be unavailable, and contact information for an alternative or back-up contact.

6) Req 1.1.7 – The Offeror’s approach to lines of authority, communication, escalation, and problem resolution procedures that will be established between the prime EBT Contractor and any subcontractors.

7) Req 1.1.8 – The Offeror’s approach to staffing during the conversion phase and operations phases.

8) Req 1.1.9 – The Offeror’s plan for on-site requests for each state.

Project Staffing Include the following:

1) Req 1.2.1 – The resume of the Offeror’s proposed WSEA Project Director.

2) Req 1.2.2 – The resume for each of the Offeror’s proposed State Project Managers.

3) Req 1.2.7 – The following information for proposed key personnel:

a) Staff name;

b) Position title;

c) role and responsibilities;

d) percent of time on the project;

e) resume of all key staff; and

f) identification of positions to be hired upon contract award.

4) Req 1.2.8 – The letter of intent to accept employment if any of the proposed key personnel or project managers are not currently in the employ of the Offeror.

EBT Account Structure Describe the following:

1) Req 2.2.10 – 2.2.11 - The Offeror’s approach to restricting cardholder transactions at specified foreign States or portions of foreign states by zip code or county, and the mechanism to allow specific EBT cards to work in in restricted foreign states.

Account Set-up and Benefit Authorization Describe the following:

1) Req 2.3.1 – 2.3.3 - The Offeror’s approach to account set-up and benefit authorizations.

2) Req 2.3.5 – The Offeror’s approach to services and hardware provided to ensure high performance connectivity between all sites which may include the use of FTP sites.

3) Req 2.3.6 – The Offeror’s approach for providing a back-up file or record transfer capability.

4) Req 2.3.18 - The Offeror’s approach for development of the EBT Account Number and indicate how it will be used within the EBT system and EBT Account Structure to identify cases and programs for which cases are certified.

5) Req 2.3.19 – 2.3.24 – The Offeror’s approach for

a) maintaining and providing access to current account balances and a rolling three-year transaction history;

b) Providing on-line access to current account balances and transaction history data; and

c) providing access to data older than three years for investigative and auditing purposes

6) Req 2.3.28 – The Offeror’s approach to providing the states the ability to flag aging SNAP accounts and have benefits moved offline after three (3) months of inactivity.

7) Req 2.3.43 – 2.3.44 – The Offeror’s approach to support removal of benefits for households when all certified household members are determined to be deceased.

8) Req 2.3.57 – The Offeror’s approach for identifying and providing WSEA States with reports on alternate cardholder benefit transaction activity.

9) Req 2.3.61 – 2.3.63 – The Offeror’s approach to the setup and handling of Pandemic EBT accounts and benefits.

10) Req 2.3.64 – 2.3.69 – The Offeror’s approach to the implementation of Summer EBT for Children (SEBTC).

11) Req 2.3.70 – 2.3.71 – The Offeror’s approach how a Fresh Fruit and Vegetable (FFV) Incentive Program would be implemented within their EBT System.

EBT Card Production and Management Describe the following:

1) Req 2.4.1 – 2.4.5 – The Offeror’s approach to state specific EBT cards, specifically the method(s) for continuing to use the current cards and accommodating required changes in return addresses or customer service numbers through an attrition process.

2) Req 2.4.8 – The Offeror’s approach to EBT card design and production.

3) Req 2.4.9 – 2.4.10 – The Offeror’s approach to card security features.

Card and PIN Issuance Describe the following:

1) Req 2.5.1 – 2.5.5 - The Offeror’s approach to card and PIN issuance, specifically fraud prevention (both internal and external fraud), identity verification and easily guess PINs.

2) Req 2.5.6 – The Offeror’s thoughts on the feasibility of automated kiosks used to issue EBT cards to clients and how they would implement if feasible.

3) Req 2.5.9 – 2.5.10 – The Offeror’s approach for secure card distribution to designated State/local locations and with card management and inventory and card issuance control capabilities.

4) Req 2.5.22 – 2.5.24 – The Offeror’s approach to replacing PIN selection/change terminals.

5) Req 2.5.25 – The Offeror’s approach to meeting issuance timeframes for cards mailed by EBT Contractor.

6) Req 2.5.31 – 2.5.34 – The Offeror’s approach to new and replacement cards issued by the state.

7) Req 2.5.35 – 2.5.41 – The Offeror’s approach to mass reissuance of EBT card base.

8) Req 2.5.42 – 2.5.43 – The Offeror’s approach to alternative card technologies. WSEA State programs and agencies have an interest in alternate card technologies including, but not limited to, integrated circuit chip (smart card), hybrid (combined chip and magnetic stripe), radio frequency identification (RFID), and mobile. FNS is beginning to look at mobile for SNAP payments, including the use of smart phones as a replacement for a plastic card.

Transaction Processing Describe the following:

1) Req 2.6.8 – 2.6.9 – The Offeror’s approach to both the back-up procedures to be used by the Contractor, and the method by which the WSEA States and retailers will be notified that the back-up procedures are being utilized.

2) Req 2.6.10 – 2.6.11 – Any instances in the past three years of unscheduled down time, delay, or slowing of services and the correction action taken to resolve the issue.

3) Req 2.6.12 – 2.6.15 – The Offeror’s approach to advance notification of scheduled downtime and annual schedule for scheduled downtime due to regular system maintenance.

4) Req 2.6.23 – The Offeror’s approach to data security and security measures used to secure EBT transactions.

5) Req 2.6.47 – 2.6.51 – The Offeror’s approach to emergency stand-in processing including under what circumstances they would consider their EBT system unavailable. Responses to these requirements shall specify the process used to notify retailers that “stand-in” processing is currently in effect, for both scheduled and unscheduled system outages and shall specify how the processing and settlement of these transactions will be conducted..

6) Req 2.6.52 – The Offeror’s approach to supporting States during a disaster situation.

7) Req 2.6.55 – 2.6.62 – The Offeror’s capability to provide the necessary systems and administrative capability to support system processing errors and out-of-balance adjustments.

8) Req 2.6.67 – 2.6.68 – The Offeror’s capability to restrict access to cash benefits at undesirable locations.

9) Req 2.6.76 – The Offeror’s approach to responding to client reports of malfunctioning or defective equipment at retailer sites, including both EBT-only POS devices and retailer-owned devices.

10) Req 2.6.79 – The Offeror’s proposed options to support congregate living facilities.

11) Req 2.6.95 – The Offeror’s approach to accepting and processing EBT transactions that contain the new codes, record the new transaction types as part of transaction history, and identify the SNAP transactions to FNS as specified in the ALERT file instructions.

Administrative Functionality Describe the following:

1) Req 2.7.1 – 2.7.14 – The Offeror’s approach to general administrative functionality, data presentation, user security profiles, State administrative functionality and FNS administrative functionality.

Cardholder Customer Service Describe the following:

1) Req 2.8.1 – 2.8.5 – The Offeror’s approach to cardholder customer service.

2) Req 2.8.14 – The Offeror’s approach to providing support to clients having trouble accessing or using the Customer Service Website and/or mobile app.

3) Req 2.8.17 – 2.8.19 – The Offeror’s approach to cardholder customer service representatives’ duties.

4) Req 2.8.28 – The Offeror’s functions that will be available through the cardholder website and any recommendations for any other transactions and /or uses of the website.

5) Req 2.8.29 – 2.8.31 – The Offeror’s approach for supporting a Cardholder Mobile Application.

6) Req 2.8.32 - The Offeror’s approach for providing data for a State’s mobile app.

Retailer Customer Service Describe the following:

1) Req 2.9.7 – The Offeror’s approach to providing customer support to farmer’s market retailers using wireless or other POS technology.

2) Req 2.9.8 – The Offeror’s consideration of any other transactions and/or uses of the CSC and IVR which would represent an effective and economical application of this technology, and the Offeror’s approach to ensuring the security of both retailers’ and cardholder account information.

3) Req 2.9.12 – The Offeror’s consideration any other transactions and/or uses of the EBT web site which would represent an effective and economical application of this technology and description of functions that will be available through the retailer website.

Retailer Management Describe the following:

1) Req 2.11.1 – 2.11.6 - The Offeror’s approach to retailer recruitment and participation and the provision of weekly reports, during conversion and monthly thereafter.

2) Req 2.11.32 – 2.11.37 – The EBT-Only terminals device, features and retailer support pertaining to the device.

3) Req 2.11.59 – The Offeror’s approach to provide adequate cash access.

4) Req 2.11.60 – The Offeror’s method for maintaining a database and tracking retailers providing cash back.

5) Req 2.11.61 – The Offeror’s method for identifying the POS terminal and location and ATM identification number and location associated with any EBT cash transaction.

6) Req 2.11.66-2.11.69 - The Offeror’s approach to how their EBT System supports the FNS restaurant program.

Settlement and Reconciliation Provide the following:

1) Req 2.12.3 - The Offeror shall provide their cutoff time.

Branded Debit Cards Describe the following:

1) Req 2.14.1 – 2.14.6 – Whether the Offeror will provide additional services to branded debit cardholders such as a secure website with functionality such as account balance or change their PIN, bill pay, deposit and account balance notification via e-mail or text message to a cardholder’s cell phone. Offerors shall indicate whether these services are standard or optional and also include:

a) The Offeror’s ability to provide RFID technology to cardholders.

b) The Offeror’s approach for conversion from one prepaid card to another.

c) The Offeror’s approach for providing clients with branded debit cards and shall disclose all fees that will be charged to clients for the use of the card, account and any standard or optional services.

d) Offerors shall specify what reports will be provided to the State to support visibility and reportability in the branded card system.

e) Offerors shall specify what customer service reports will be provided to the State, and whether the capability to listen to live and recorded calls can be provided.

EBT Reporting Describe the following:

1) Req 2.15.1 – 2.15.3 – The Offeror’s comprehensive reporting package consisting of a cost-effective combination of electronic data files, standard reports, data warehouse and ad hoc reporting capabilities to meet their needs.

2) Req 2.15.4 – 2.15.5 – The Offeror’s approach to daily and monthly activity data files.

3) Req 2.15.6 – 2.15.7 – The Offeror’s availability of standard reports.

4) Req 2.15.8 – 2.15.9 – The Offeror’s approach to ensuring the accuracy and trustworthiness of the data warehouse information will be addressed.

5) Req 2.15.10 – 2.15.15 – The Offeror’s provision of a data warehouse that includes user access and full operational control of a web-based analytic tool such as Tableau or a similar program to analyze the data in the warehouse and prepare custom reports for their State with the data requirements as stated in the RFP.

6) Req 2.15.16 – 2.15.18 – The Offeror’s approach to pre-developed queries or reports and the ability for WSEA States to share standard queries or reports (not data) between themselves, as well as provide the ability for a power user to make a custom query or report available to the WSEA State’s “standard” users.

7) Req 2.15.19 – 2.15.21 – The Offeror’s approach to user access controls, up-to-date data, and paying for license and support fees as required for state users. The Offeror shall indicate the number of users that the Offeror will support.

8) Req 2.15.22 – The Offeror’s approaches to combat fraud through use of the data warehouse and analytic tools being provided.

9) Req 2.15.23 – The Offeror’s approach for implementing a WSEA staff training program for the data warehouse based on the type of user and job function specifying training content and duration.

10) Req 2.15.24 – The Offeror’s approach to supporting State or FNS-driven changes in reporting requirements, including timeframe for producing, and process for correcting erroneous reports.

11) Req 2.15.25 – The Offeror’s approach to financial reporting, detailing all the reports that will be provided.

12) Req 2.15.26 – 2.15.27 – The Offeror’s approach to Conversion reports, detailing all the reports that will be provided.

13) Req 2.15.28– The Offeror’s approach to program reports, detailing all the reports that will be provided.

14) Req 2.15.29– The Offeror’s approach to Batch File reports, detailing all the reports that will be provided.

15) Req 2.15.30 – The Offeror’s approach to System Performance reports, detailing all the reports that will be provided.

16) Req 2.15.31– The Offeror’s approach to Statistical reports, detailing all the reports that will be provided.

17) Req 2.15.32– The Offeror’s approach to Security reports, detailing all the reports that will be provided.

18) Req 2.15.33– The Offeror’s approach to Customer Service reports, detailing all the reports that will be provided.

19) Req 2.15.34– The Offeror’s approach to Operations reports, detailing all the reports that will be provided.

Change Management Process Describe the following:

1) Req 2.17.1 – 2.17.4 – The Offeror’s approach to Change Management; establishing a process to inform WSEA States about system upgrades and modifications implemented by other States, both within and outside of the WSEA States. The approach should include a mechanism to provide notifications of all system upgrades and modifications on a monthly basis.

2) Req 2.17.18 – The Offeror’s approach to testing system modifications.

3) Req 2.17.19 – The Offeror’s approach to the Change Control Process.

4) Req 2.17.32 – 2.17.36 – The Offeror’s approach to the maintenance, availability, transmission of files, specialty test files and the ability of the States to monitor activities to the System Test Environment.

Disaster Support Describe the following:

1) Req 2.18.7 – 2.18.12 – The Offeror’s approach to providing the systems and procedures necessary in support of a disaster.

2) Req 2.18.42 – 2.18.49 – The Offeror’s approach to supporting Level II Disaster requirements.

System Security Describe the following:

1) Req 2.19.1 – 2.19.4 – The Offeror’s approach to System Security including a system of internal controls used to manage risks to the EBT system and operations based on EFT industry standards.

2) Req 2.19.5 – 2.19.10 – The Offeror’s approach to addressing the state’s back-up and contingency requirements.

3) Req 2.19.11 – 2.19.12 – The Offeror’s approach to control physical access to operational facilities.

4) Req 2.19.13 – The Offeror’s approach to providing systematic and procedural controls.

5) Req 2.19.14 – The Offeror’s approach to addressing the security of the state’s data residing on the EBT Processor’s system.

6) Req 2.19.18 – The Offeror’s time period covered by the SSAE 18 report and also specify whether they will provide a SSAE 18 SOC 2 Report for their EBT operations.

Fraud Detection Describe the following:

1) Req 2.20.7 – The Offeror’s innovative methods or the application of technologies that would support the deterrence and detection of fraud, including, but not limited to, fraud committed by cardholders, retailers/merchants, external parties, and employees.

2) Req 2.20.8 – The Offeror’s experience and success in the use of their proposed technology to combat fraud and abuse in EBT, including state-to-state collaboration and informing other State customers of fraud activity taking place in a particular State.

3) Req 2.20.9 – Use of data from mobile app and cardholder portal to detect potential fraud.

Deliverable and Documentation Due Dates Describe or provide the following:

1) Req 4.5.8 – 4.5.11 – The Offeror’s approach to content and timing of status reports (weekly during the transition, moving to monthly after transition is complete).

2) Req 4.5.20 – The Offeror’s draft SNAP/Cash EBT Transition schedule.

3) Req 4.5.21 – 4.5.25 – The Offeror’s example of a Transition and Conversion Plan used for a prior State implementation meeting all the WSEA requirements. If the Offeror has not conducted a Transition and Conversion, the Offeror shall provide a draft Transition and Conversion Plan

4) Req 4.5.32 – 4.5.33 – The Offeror’s Systems Operations and Interface Procedures Manual.

System Testing Requirements Describe or provide the following:

1) Req 6.1.8 – 6.1.9 – The Offeror’s schedule and assumptions for the documented tests and documents.

2) Req 6.1.10 – The Offeror’s approach to tracking state approval of all agreed upon test scripts.

Performance (Stress) Testing Describe the following:

1) Req 6.6.1 – 6.6.2 – The Offeror’s approach to performing and reporting system performance testing and if utilizing the option outlined, how the modeling shall be performed and how the results shall be reported to the State.

Contingency Testing Describe the following:

1) Req 6.7.1 – 6.7.5 – The Offeror’s approach to disaster recovery (contingency planning), their notification escalation process, post incident recovery procedures and responsibilities.

2) Req 6.7.6 – The Offeror’s timeline for Disaster Recovery testing throughout the operations phase of the project.

State Specific Requirements Describe the following:

1) Req 7.2.1 – 7.2.2 – The Offeror’s approach to card production for Arizona.

2) Req 7.3.1 – The Offeror’s PIN selection equipment for Colorado.

3) Req 7.3.2 – The Offeror’s approach to card production for Colorado.

4) Req 7.3.3 – The Offeror’s ability to include the Benefit Authorization number on specified displays and reports.

5) Req 7.3.4 – The Offeror’s approach to account set-up and benefit authorization for Colorado.

6) Req 7.4.1 – The Offeror’s approach to supporting Guam regarding the time zone differences.

7) Req 7.4.2 – The Offeror’s approach to card production for Guam.

8) Req 7.5.1 – 7.5.3 – The Offeror’s approach to the language requirement for Hawaii.

9) Req 7.5.5 – The Offeror’s approach to card production for Hawaii.

10) Req 7.6.1 – The Offeror’s approach to card production for Idaho.

11) Req 7.7.1 – The Offeror’s approach to card production for Nebraska.

12) Req 7.8.1 – The Offeror’s ability to accept Washington’s settlement and reconciliation requirement.

13) Req 7.8.2 – The Offeror’s approach to card production for Washington.

14) Req 7.9.1 – The Offeror’s approach to card production for Wyoming.