Attachment_B_-_FIS_Technical_Proposal.pdf

Attachments

Participating Addendum No.:

Description: Electronic Benefit Transfer (EBT) Services for the Western States EBT Alliance

Attachment B

FIS Technical Proposal to WSEA RFP2022000005

FIS TECHNICAL PROPOSAL

FOR ELECTRONIC BENEFIT TRANSFER (EBT) SERVICES

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 1 of 5 Section 3: Executive Summary

3: Executive Summary

FIS’ Understanding of the Project

Fidelity Information Services, LLC (FIS) acknowledges that the Request for Proposal (RFP) 2022000005, issued by the State of Colorado (State) Department of Human Services (CDHS or Department), is for the delivery of the full scope of Electronic Benefit Transfer (EBT) services, including the Supplemental Nutrition Assistance Program (SNAP), Cash, and Special Supplemental Nutrition Program for Women, Infants, and Children (WIC), direct deposit and commercial branded debit card services on behalf of the Western States EBT Alliance (WSEA) with the goal to acquire services that meet the quality, performance, and cost constraint requirements of each State within the WSEA States.

FIS understands that the WSEA EBT project includes SNAP and Cash EBT services for Alaska, Arizona, Colorado, the Territory of Guam, Hawaii, Idaho, Nebraska, Washington, and Wyoming; WIC EBT services for Alaska Hawaii, and Idaho; and branded debit card services for Colorado; and that each State will contract separately. We also understand, as described in the RFP, the WSEA States request an EBT system that will result in as little disruption or change to the States’ current operations as possible and preferably one with no changes to the States’ EBT interfaces. As each of the States are currently contracted with FIS for EBT services, we commit to each of the WSEA States the smoothest possible transition to the new contracts without interruption to current operations, and to the implementation of all requirements within each of the new contracts. Whether a State intends to take additional extensions that may remain under their current contract with FIS or if a State intends to move to their new EBT contract before the current contract with FIS expires, FIS is prepared to move swiftly and efficiently to complete the contracting process and to work closely with each State to implement all required enhancements, changes, and solutions based on the schedule and timeline designated by each WSEA State and as outlined in the RFP and contracts. Our proposed solution and team have the capacity to perform multiple, and even simultaneous, contract implementations in a short period of time. The implementation of a new contract for one State will not negatively impact the new contract implementation for another State.

FIS’ award winning ebtEDGE System meets all requirements of the applicable Federal and State laws and regulations and United States Department of Agriculture (USDA) Food and Nutrition Services (FNS) technical standards and guidelines. Furthermore, FIS complies with all Federal regulations, circulars, policy, guidance, and technical standards pertaining to the contracted services for SNAP and WIC EBT, including the provisions of the Agricultural Act of 2014, and related regulations, policy, and guidance. FIS is proud to include Subcontractor, Prepaid Technologies, whose highly experienced team will work closely with FIS to implement and manage the Branded Debit Card program for the State of Colorado and any other WSEA States that may decide to add this functionality during the contract term.

WIC Direct, offered through FIS by our strategic and longtime partner and subcontractor, Custom Data Processing (CDP), meets and exceeds all Federal requirements and operating rules for WIC EBT. Today, FIS is the current contractor for WIC EBT services for Alaska, Hawaii, and Idaho, which are the three WSEA States’ procuring WIC EBT services through this RFP. As any changes or updates are required during the contract term by Federal and/or State regulations and laws, the WIC EBT Operating Rules, the WIC MIS-EBT Universal Interface and/or the Technical Implementation Guide, FIS and CDP will modify the system to meet any and all, and we commit to doing so as part of our core offering to the States.

FIS is proud to include subcontractor, Prepaid Technologies, whose highly experienced team will work closely with FIS to implement and manage the Branded Debit Card program for the State of Colorado and any other WSEA States that may decide to add this functionality during the contract term.

Serving as the current EBT Contractor for each of the WSEA States, including the State of Washington which has recently rejoined WSEA, we have been honored to work closely with each of the States. Working in partnership with the WSEA, FIS completed eight (8) State EBT conversions in a 12-month period, which was and still is, unprecedented in the EBT industry. Additionally, the FIS Team implemented WIC EBT from paper-based WIC programs in five (5) of the WSEA States, including Alaska, Hawaii, Idaho, Nebraska, and Washington. FIS is

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 2 of 5 Section 3: Executive Summary poised and ready to continue our services under the new WSEA contracts to assist each of the WSEA States in achieving their new set of goals by further enhancing efficiencies and the effectiveness of the programs.

FIS understands and is committed to partner with the WSEA States to achieve their mutual goals and objectives concerning EBT which are outlined in the RFP, and which include implementing new federal regulations and technological advances and achieving economies of scale through caseload and transaction volumes and standard processing platforms. Throughout our proposal response, FIS has thoroughly addressed every SNAP, Cash, and WIC EBT as well as branded debit card requirement with completeness to demonstrate that our solutions will fulfill the objectives of the WSEA.

FIS’ High-Level Methodology to the WSEA States EBT Project

FIS’ ebtEDGE System FIS will continue to provide the WSEA States with our cost-effective, recipient oriented, turnkey ebtEDGE System that delivers SNAP and Cash benefits to the WSEA benefit recipients using magnetic stripe cards. A key differentiator of FIS is that we own and operate all the key EBT service components that ensure the WSEA States’ benefits are distributed accurately and on time. This is important because FIS offers end-to-end accountability, truly only attainable by FIS as all other EBT providers subcontract with a third party to conduct their acquiring and switching of any State’s EBT transactions. These components (all conducted on FIS platforms) include:

Transaction acquiring – FIS drives our own POS devices and owns Worldpay by FIS Routing – FIS owns the NYCE Debit Network Switching – FIS owns the only fully-interoperable EBT gateway in the industry Authorizing – FIS owns the ebtEDGE authorization platform Servicing – FIS offers self-service tools such as ebtINSIGHT, Cardholder Portal, Retailer Portal, IVRs, and the ebtEDGE Mobile Application enabling administrative users, recipients, and retailers to obtain account and program information 24/7.

These services are essential to a client’s access to their benefits, and FIS is accountable for them at all times.

Management and delivery of a State’s EBT benefits are our top priority; because we do not rely on a third party for these services, FIS has full control of these key functions. We are the only provider than can accept full accountability, 100%, for end-to-end data processing.

WIC Direct System for WIC EBT FIS, in conjunction with our subcontractor, CDP, will continue to deliver WIC Direct for WIC EBT services to the States of Alaska, Hawaii, and Idaho. WIC Direct is the processing component that is at the heart of the FIS Team solution for WIC EBT. WIC Direct was built for WIC EBT; it is not an add-on or an enhancement to an existing EBT or payments solution. Since its inception, WIC Direct has proven to be a leading-edge laboratory for how WIC EBT should work.

WIC Direct was designed and developed as a stand-alone product solely to meet the needs of WIC benefit distribution. Consequently, it is compliant with the standards for WIC EBT and supports program policy and regulation specific to WIC EBT and benefit redemption.

Separate Platforms for Optimum Access The design of the FIS Teams’ systems ensures that WSEA’s cardholders will be able to access benefits without interruption. Our SNAP/Cash platform, ebtEDGE, is separate from our primary WIC platform, WIC Direct. In short, if ebtEDGE undergoes changes, routine maintenance, or – rarely – a disruption in service – WIC Direct is unaffected, and vice versa. This eliminates simple maintenance or an actual outage from impacting both programs. Our systems’ design sets the FIS Team apart from our competitors.

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 3 of 5 Section 3: Executive Summary

Branded Debit Card Program FIS’ selected subcontractor, Prepaid Technologies, will provide a branded debit card program to the State of Colorado for its cash benefit recipients, and for any other WSEA States that wish to add branded debit card services to its contract resulting from this procurement.

FIS’ Background, Qualifications, and Experience

FIS’ Background and Qualifications FIS is a leader in technology and services that helps businesses and communities thrive by advancing commerce and the financial world. For over 50 years, FIS has continued to drive growth for clients around the world by creating tomorrow’s technology, solutions, and services to modernize today’s businesses and customer experiences. By connecting merchants, banks, and capital markets, we use our scale, apply our deep expertise and data-driven insights, innovate with purpose to solve for our clients’ future, and deliver experiences that are more simple, seamless, and secure to advance the way the world pays, banks, and invests.

Headquartered in Jacksonville, Florida, FIS employs more than 55,000 people across 50+ countries, dedicated to helping our clients be ahead of what’s next. FIS offers more than 450 solutions and processes over $75b of transactions around the world. FIS is a Fortune 500® company and is a member of Standard & Poor’s 500® Index.

Our global scale enables us to develop solutions that empower our clients to broaden their reach and their solution sets, confidently. Understanding our clients’ challenges positions all of us to create secure and scalable innovations that lead to modernized business practices. FIS provides electronic payment processing services to governments and utilities across the United States. FIS is proud to be one of only three certified payment processors for the United States Department of the Treasury – Internal Revenue Service (IRS).

FIS its overall corporate culture along with the financial strength and breadth of solutions. The reach of all our employees, working throughout the world developing financial technical solutions in partnership with our global partners, drives the future of transaction processing. FIS plays a significant role in defining the security and risk management protocols required to protect financial transactions. FIS works in partnership with Microsoft and the Department of Homeland Security’s National Cybersecurity and Communications Integration Center (NCCIC) to conduct live monitoring of cyber events. Together, on an ongoing basis, federal agencies and FIS address and respond to cyber threats aimed at the global financial industry and critical infrastructure. The outcome of the events sets the security requirements and guidelines for transaction processing. We are a leader at the forefront defining the industry. The States are direct beneficiaries of our daily work. With FIS, WSEA States can be confident that their data is safe and rides on the most trustworthy technology, offered not only to the EBT community, but the worldwide financial industry.

Since 1992, FIS has been defining the industry in EBT technology and innovation. Now, almost three decades later, FIS remains the leader – stronger, bigger, and more committed than ever. FIS’ financial strength and stability allow us to make the necessary investments in EBT to ensure our technology and solutions are secure, reliable, and innovative. FIS is proud to have been on the forefront of transitioning benefit programs from paper to EBT. Currently, FIS provides a number of unique services to the EBT community throughout the nation that helps to deliver benefits to recipients and streamline operations to retailers. Our solution offerings to government agencies expand beyond EBT, and many are complementary, allowing States to offer EBT recipients additional services to help streamline them into commercial banking services to assist benefit money management.

FIS, as the No. 1 FinTech company, sits on the standards boards for all financial processing changes worldwide.

Thus, as EBT continues to mature, FIS capitalizes on the latest debit card and transaction processing technologies, such as wireless, e-wallets/cardless transactions; radio frequency identification (RFID); Europay, Mastercard, and Visa (EMV) chip card technology; options for secure PIN entry for online EBT purchases; and beyond. FIS is the only EBT processor that has this level of influence to support the requirements of EBT payments, both in virtual/web environments and brick and mortar retailer environments, in the commercial and EBT space. This is the first time an EBT processor has had this level of influence in the retailer environment.

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 4 of 5 Section 3: Executive Summary

Our global scale enables us to develop solutions that empower our clients to broaden their reach and their solution sets, confidently. Understanding our clients’ challenges positions all of us to create secure and scalable innovations that lead to modernized business practices. FIS works as a partner to our EBT clients as we have with the WSEA States and will continue to do so to not only provide the core services including SNAP, Cash, and WIC EBT as well as branded debit card services, but to solve complex challenges while supporting future goals by bringing our expertise and data-driven insights from across other diverse services to create more connected commerce and a more connected financial world experience to EBT.

FIS Government Solutions’ EBT Experience An industry pioneer established in 1989, eFunds, acquired by FIS in 2007, was one of the first businesses in the United States to offer EBT using debit card technology and was one of the first service providers to work closely with the USDA and FNS, State Agencies, retailers, and other stakeholders to design and build the technology for EBT that is still used today.

Our success is demonstrated by the simple fact that FIS has been selected by the majority of states procuring for EBT services over the past eight years, representing 65% of the U.S. SNAP EBT caseload and 60% of the WIC EBT caseload volume. Today, FIS is under contract with 29 States and U.S. Territories to provide our turnkey EBT solution for SNAP and Cash benefits, and with 47 State WIC Agencies for WIC EBT services. Among the clients we so proudly serve today are all of the current WSEA States for EBT/Cash and WIC EBT which include Alaska, Alaska WIC, Arizona, Colorado, the Territory of Guam, Hawaii, Hawaii WIC, Idaho, Idaho WIC, Nebraska, Washington, and Wyoming. We are a leader in the industry with our proven, FNS-certified solution supporting more SNAP and WIC EBT programs than any other processor.

Our global scale enables us to develop solutions that empower our clients to confidentially broaden their reach and their solution sets. Understanding our clients’ challenges positions all of us to create secure and scalable innovations. FIS will work with each State to not only provide core EBT services but to partner and solve complex challenges, like we did through the COVID-19 Pandemic implementing both Pandemic EBT (P-EBT) benefits distribution and online purchasing capabilities in record time, while supporting future goals. We’ll do this by bringing our expertise and data-driven insights from across other diverse services to create more connected financial world experience to EBT.

What WSEA Can Count On from FIS

100% End-to-End Accountability for 99.999% For nearly 30 years, FIS has enjoyed a reputation of excellent service and continues as the only EBT vendor providing end-to-end accountability, 100%, for a full EBT solution. FIS, like no other EBT provider, owns, operates, and manages an EBT switch that is responsible for acquiring and processing transactions to not only enable our EBT authorizing platform to approve or deny transactions, but other providers who contract with us as well. FIS stands out above all other EBT processors for end-to-end data processing, which is one of the most important components of EBT services as it controls the system performance uptime directly impacting benefit authorization. FIS is proud of our consistent uptime of 99.999%.

Continuous improvement of service and timely, accurate benefit delivery to eligible recipients FIS has made significant investments in our EBT platforms and services. These enhancements include new system architecture engineered for the highest level of availability for administrative users, cardholders and retailers, plus massive scalability for our client’s future needs. The WSEA States can be confident their benefits will always be available anytime, anywhere without interruption, and customer services will be there 24/7/365.

FIS will work closely with each WSEA State to collaborate on any new design required to implement new program processes/features. The mutual exchange of ideas and the smooth execution of new strategies may improve the WSEA’s EBT programs.

Continuous enhancement of the efficiency and effectiveness of program administration and accountability FIS will provide the States with ebtINSIGHT, our new data analytics tool powered by Tableau. It is FIS’

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 5 of 5 Section 3: Executive Summary latest business intelligence application that will simplify and expedite the Departments’ understanding of the program data to more easily identify opportunities for improved process to gain efficiencies and effectiveness and to support fraud detection and prevention strategies. The States’ WIC EBT programs will continue to use Data Direct, the complementary WIC data analytic tool also powered by Tableau.

Each WSEA State will benefit from FIS’ Client Portal, a simplified, omni-channel experience for service support. This tool for WSEA use drives process improvements, initiates research and inquiry with FIS, and provides full transparency into all production tickets and EBT activities. The Client Portal is a unified communications platform designed to enhance the quality and strategic nature of all support communications improving program administration efficiencies and FIS accountability.

Nationwide Surcharge-free cash access FIS is deeply committed to developing strategies that increase surcharge free cash access for EBT recipients. The goal is to protect benefits from being used for ATM fees thus maximizing the recipients buying power for items to support their daily needs. Kim Bynan, FIS’ Senior Vice President (SVP) of EBT and Prepaid, led a 2019 initiative to maximize the surcharge-free cash access sites available for EBT recipients across the U. S. This resulted in Bank of America and J.P. Morgan Chase providing nationwide surcharge-free access to EBT recipients.

Easy and Smooth Re-contracting and Conversion to the New Contract Requirements FIS will conduct smooth and efficient contract executions with each WSEA State from the current contract with FIS to the new contract within the specific and requested timeline of each State. Whether a State wishes to move to the new contract before their current contract expires or when the current contract and/or any remaining contract extensions expire, FIS will make the contracting process simple and easy for each WSEA State. Additionally, FIS will work closely with each WSEA State to implement all new requirements and contract terms and conditions for a smooth, on-time, and stellar conversion from the current contract to the new contract.

An experienced EBT Team WSEA Knows FIS placed significant thought and careful consideration into the team members who, day in and day out, are already supporting the WSEA States through partnerships forged over the past few years. These team members will continue to be responsible for ensuring that every detail and every requirement of the member states is met with your total satisfaction. These individuals are very familiar with the States’ programs, goals, and unique geographic needs. We have complete confidence that these EBT experts, deeply rooted in the EBT industry, will continue to deliver throughout the next contract term. From our EBT Oversight Committee through every FIS team member serving a role in the WSEA Projects, every member is committed to continue to provide the quality, consistency, and professionalism that the WSEA States require and that all WSEA EBT stakeholders deserve.

The Continuation of our strong WSEA Partnership

The opportunity to continue as the strategic EBT partner to the WSEA is significant to us. FIS is proud to be the current EBT Contractor for all the current WSEA States. Through our work with WSEA, which began in 2015, and Washington State, now once again a member of WSEA, FIS has supported the States through conversions, a government shutdown, and a global pandemic. Through it all, the FIS Team’s support didn’t waiver but instead rose to the challenges of uncertainty and unprecedented spikes in volume across the board. We are committed to maintaining our level of partnership and collaboration through whatever the next contract term may bring.

Serving all nine States within the current WSEA is an honor and a commitment which FIS takes very seriously.

We are thankful for the trust the WSEA States have placed in FIS over the past six (6) years. FIS is excited and ready to serve the expanded WSEA group and to continue to provide stellar service to each State agency under the new contracts. Together, we can ensure that the WSEA has the best possible set of EBT services and choices for their customers with solutions that will have a positive impact on the lives of all participating citizens within WSEA.

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 1 of 13 Section 4: Table of Contents and Crosswalk

Section 4: Table of Contents 1: Transmittal Letter

2: Signature Page

3: Executive Summary

4: Table of Contents

5: Corporate References and Experience

5. Qualifications and Experiences of Offerors

5.1 Corporate Capabilities and Experience

5.1.1 Offeror’s Capabilities

5.1.2 Offeror’s Experience

5.2 Subcontractor Capabilities and Experience

5.2.1 Organization and Reporting Structure

5.2.2 Change or Addition of Subcontractor(s)

5.2.3 Subcontractor Performance Standards

5.2.4 Qualification of Subcontractor(s)

6: Overview of the EBT Solutions for SNAP/Cash and WIC Programs

6. Comprehensive Overview of the EBT System Solutions FIS SNAP and Cash EBT Solution Overview Branded Debit Card Solution Overview FIS Team WIC EBT Solution Overview WSEA Value Add and optional Services

7: SNAP/Cash Requirements

7.1 Response to Attachment 2: SNAP/Cash Requirements

7.1.1 WSEA Project Management, Organization and Staffing

7.1.1.1 Project Management and Organization

7.1.1.2 Project Staffing

7.1.2 SNAP/Cash Technical and Functional Requirements

7.1.2.1 EBT Benefit Delivery Methods

7.1.2.2 EBT Account Structure

7.1.2.3 Account Set-up and Benefit Authorization

7.1.2.4 EBT Card Production and Management

7.1.2.5 Card and PIN Issuance

7.1.2.6 Transaction Processing

7.1.2.7 Administrative Functionality

7.1.2.8 Cardholder Customer Service

7.1.2.9 Retailer Customer Service

7.1.2.10 State and Local Office Assistance

WSEA Technical Proposal Page 2 of 13

7.1.2.11 Retailer Management

7.1.2.12 Settlement and Reconciliation

7.1.2.13 ACH Services

7.1.2.14 Branded Debit Cards

7.1.2.15 EBT Reporting

7.1.2.16 USDA Data Files

7.1.2.17 Change Management Process

7.1.2.18 Disaster Support

7.1.2.19 System Security

7.1.2.20 Fraud Detection

7.1.3 SNAP/Cash Business Requirements

7.1.3.1 EBT Contractor Liabilities

7.1.3.2 Invoicing for Cash and SNAP EBT Services

7.1.3.3 Accounting and Audit Requirements

7.1.3.4 Contract Performance Requirements

7.1.4 SNAP/Cash Project Deliverables and Documentation

7.1.4.1 Standardized Deliverables and Documentation

7.1.4.2 Deliverable and Documentation Provision and Format

7.1.4.3 Deliverable and Documentation Reviews

7.1.4.4 Deliverable Acceptance Criteria

7.1.4.5 Deliverable and Documentation Due Dates

7.1.5 SNAP/Cash Transition/Conversion and Implementation

7.1.5.1 Requirements for SNAP/Cash

7.1.5.2 Transition and Conversion of SNAP/Cash EBT

7.1.5.3 End of Contract Transition

7.1.6 SNAP/Cash System Testing Requirements

7.1.6.1 System Testing Requirements

7.1.6.2 Connectivity Testing

7.1.6.3 Interface Testing

7.1.6.4 Functional Demonstration

7.1.6.5 User Acceptance Test

7.1.6.6 Performance (Stress) Testing

7.1.6.7 Contingency Testing

7.1.7 SNAP/Cash State Specific Requirements

7.1.7.1 Alaska SNAP/Cash State Specific Requirements

7.1.7.2 Arizona SNAP/Cash State Specific Requirements

7.1.7.3 Colorado SNAP/Cash State Specific Requirements

7.1.7.4 Guam SNAP/Cash State Specific Requirements

7.1.7.5 Hawaii SNAP/Cash State Specific Requirements

7.1.7.6 Idaho SNAP/Cash State Specific Requirements

7.1.7.7 Nebraska SNAP/Cash State Specific Requirements

7.1.7.8 Washington SNAP/Cash State Specific Requirements

WSEA Technical Proposal Page 3 of 13

7.1.7.9 Wyoming SNAP/Cash State Specific Requirements

7.2 Response to Attachment 3: SNAP/Cash Required Written Responses

7.2.1.1 Project Management and Organization

7.2.2.1 Project Staffing

7.2.3.1 EBT Account Structure

7.2.4.1 Account Set-up and Benefit Authorization

7.2.5.1 EBT Card Production and Management

7.2.6.1 Card and PIN Issuance

7.2.7.1 Transaction Processing

7.2.8.1 Administrative Functionality

7.2.9.1 Cardholder Customer Service

7.2.10.1 Retailer Customer Service

7.2.11.1 Retailer Management

7.2.12.1 Settlement and Reconciliation

7.2.13.1 Branded Debit Cards

7.2.14.1 EBT Reporting

7.2.15.1 Change Management Process

7.2.16.1 Disaster Support

7.2.17.1 System Security

7.2.18.1 Fraud Detection

7.2.19.1 Deliverable and Documentation Due Dates

7.2.20.1 System Testing Requirements

7.2.21.1 Performance (Stress) Testing

7.2.22.1 Contingency Testing

7.2.23.1 State Specific Requirements

8: WIC Requirements

8.1 Response to Attachment 4: WIC Requirements

8.1.1 WSEA Project Management, Organization and Staffing

8.1.1.1 Project Management and Organization

8.1.1.2 Project Staffing

WSEA Technical Proposal Page 4 of 13

8.1.2 eWIC Technical and Functional Requirements

8.1.2.1 General Requirements

8.1.2.2 Interfaces

8.1.2.3 Food Maintenance

8.1.2.4 Account Set Up/Maintenance

8.1.2.5 Benefit Issuance/Maintenance

8.1.2.6 Card Production and Management

8.1.2.7 Card and PIN Issuance

8.1.2.8 Transaction Processing

8.1.2.9 Settlement and Reconciliation

8.1.2.10 Administrative System Functionality

8.1.2.11 Cardholder Support Services

8.1.2.12 Vendor Support Services

8.1.2.13 State Agency Support

8.1.2.14 System Reporting

8.1.2.15 Vendor Management

8.1.2.16 Vendor Mobile App POS/ Wireless POS

8.1.2.17 System Security Functionality

8.1.3 eWIC Business Requirements

8.1.3.1 Invoicing for WIC EBT Services

8.1.3.2 Accounting and Audit Requirements

8.1.3.3 Service Level Requirements

8.1.3.4 Remedying Deficiencies

8.1.3.5 Change Management

8.1.4 eWIC Project Deliverables and Documentation

8.1.4.1 Standardized Deliverables and Documentation

8.1.4.2 Deliverable and Documentation Provision and Format

8.1.4.3 Deliverable and Documentation Reviews

8.1.4.4 Deliverable Acceptance Criteria

8.1.4.5 Deliverable and Documentation Due Dates

8.1.5 eWIC Transition/Conversion and Implementation

8.1.5.1 Requirements for WIC Programs

8.1.5.2 Transition and Conversion of WIC System

8.1.6 eWIC System Testing Requirements

8.1.6.1 System Testing Requirements

8.1.6.2 Connectivity Testing

8.1.6.3 Interface Testing

8.1.6.4 User Acceptance Testing

8.1.6.5 IVR Testing and/or Client and Vendor Web Portal Testing (as applicable)

8.1.6.6 Performance Testing

8.1.6.7 Contingency/Fail-Over Testing

8.1.6.8 Vulnerability Testing, Conducted to State Agency Security Standards

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8.1.7 State Specific Requirements

8.1.7.1 Alaska WIC State Specific Requirements

8.1.7.2 Hawaii WIC State Specific Requirements

8.1.7.3 Idaho WIC State Specific Requirements

8.2: WIC Required Written Responses

8.2.1.1 Project Management and Organization – WIC RFP Section 1.1

8.2.1.2 Project Staffing – WIC RFP Section 1.2

8.2.1.3 Interfaces – WIC RFP Section 2.2

8.2.1.4 Settlement and Reconciliation Processes - WIC RFP Section 2.9

8.2.1.5 Cardholder Mobile Application - WIC RFP Section 2.11

8.2.1.6 System Up-Time and Reliability – WIC RFP Section 3.0

8.2.1.7 System Testing – WIC RFP Section 6.0

8.2.1.8 Vendor Support Services – WIC RFP Section 2.12

8.2.1.9 Vendor Management – WIC RFP Section 2.15

8.2.1.10 Contract Transition/System Conversion – WIC RFP Section 5

8.2.1.11 Security Requirements RFP Section 7

8.2.1.12 Proposed Hardware

Attachment A. FIS 2020 Annual Report

Attachment B. Customer Letters

Attachment C. Subcontractors Letter of Intent to Participate

Attachment D. FIS Staffing

Attachment E. ebtEDGE Reports Manual

Attachment F. WSEA State Specific Reports Manual

Attachment G. Sample ebtEDGE Continuity of Business Plan

Attachment H. Draft SNAP/Cash Transition Schedule

Attachment I. Sample Transition and Conversion Plan

Attachment J. Draft WSEA eWIC Project Schedule

Table of Figures

Figure 5-1 “What We Do” Figure 5-2 Top Six Transaction Processors Worldwide

WSEA Technical Proposal Page 6 of 13

Figure 5-3 FIS EBT Switch Connections Figure 5-4 Government Solutions Corporate Leadership Figure 5-6 FIS Team Organizational Chart for the WSEA States EBT Projects Figure 5-7 FIS EBT Fast Facts Figure 5-8 FIS Currently Contracted SNAP, TANF, and/or WIC EBT Programs Figure 5-9 Organizational Chart between the State, FIS and Subcontractors Figure 6-1 WIC Direct Architecture Figure 7.2-1 Government Solutions Management Structure Figure 7.2-2 Communications between FIS and the State Figure 7.2-3 ebtINSIGHT Edit Mode Figure 7.2-4 Change Management Process Flow for the WSEA States’ EBT Projects Figure 7.2-5 Example of Frequent PIN Changes via Mobile App Figure 8.2-1 FIS Team’s Management Structure – WIC EBT Figure 8.2-2 FIS Team Organizational Chart for the WSEA States EBT Projects Figure 8.2-3 WIC Settlement Flow Figure 8.2-4 Adjustment Process Figure 8.2-5 Sample Vendor Status Report (Large Chain Store Tab) Figure 8.2-6 Sample Vendor Status Report (Integrated Store Tab) Figure 8.2-7 Sample Vendor Status Report (Stand-Beside Tab) Figure 8.2-8 EBT Conversion Workstream

Table of Tables

Table 5-1 Sample of the 300 FIS Solutions for the Government Markets Table 5-2 FIS’ EBT Services for SNAP, TANF (Cash), and WIC Table 5-3 FIS EBT Oversight Committee Members Table 5-4 FIS’ EBT Services for SNAP, TANF (Cash), and WIC Table 5-5 FIS Team’s SNAP and WIC EBT Projects Table 5-6 FIS References Table 5-7 Breakdown of Duties Between FIS, CDP and Prepaid Technologies Table 5-8 CDP eWIC and MIS Clients Table 5-9 CDP References Table 5-10 Prepaid Technologies’ References Table 6-1 WSEA Value-Added Services Overview Table 6-2 WSEA Optional Services Overview Table 7.2-1 Proposed Key SNAP Staffing for WSEA Table 7.2-2 When to Use Voucher Processing Table 7.2-3 Client Customer Service Functionality Table 7.2-4 CSR Resolution of EBT Cardholder Calls Table 7.2-5 FIS Disaster Support Services Table 7.2-6 Status Report Content Table 8.2-1 Proposed Key WIC Staffing for WSEA Table 8.2-2 WIC Settlement Flow

WSEA Technical Proposal Page 7 of 13

Crosswalk The proposal shall contain a crosswalk, to include section and page numbers, between the proposal and the related section(s) and page(s) of the RFP.

RFP Section

Number RFP Page Number

Section Name FIS Section Number

FIS Page Number

RFP 7.2 38 Transmittal Letter 1 1 RFP 7.2 38 Signature Page 2 4 RFP 7.3 39 Executive Summary 3 5 RFP 7.3 39 Table of Contents & Crosswalk 4 10 RFP 4 31 Qualifications and Experiences of Offerors 5 23

RFP 4.1 31 Corporate Capabilities and Experience 5.1 23 RFP 4.2 32 Subcontractor Capabilities and Experience 5.2 38 RFP 5 34 Overview of the EBT Solutions for SNAP/Cash and WIC Programs 6 47

Attachment 2 Attachment 2: SNAP/Cash Requirements 7.1 73 Attachment 2, Section 1 6 WSEA Project Management, Organization and Staffing 7.1.1 73

Attachment 2, Section 1.1

6 Project Management and Organization 7.1.1.1 73

Attachment 2, Section 1.2

8 Project Staffing 7.1.1.2 74

Attachment 2, Section 2

11 SNAP/Cash Technical and Functional Requirements 7.1.2 75

Attachment 2, Section 2.1

11 EBT Benefit Delivery Methods 7.1.2.1 75

Attachment 2, Section 2.2

11 EBT Account Structure 7.1.2.2 76

Attachment 2, Section 2.3

14 Account Set-up and Benefit Authorization 7.1.2.3 77

Attachment 2, Section 2.4

26 EBT Card Production and Management 7.1.2.4 84

Attachment 2, Section 2.5

32 Card and PIN Issuance 7.1.2.5 88

Attachment 2, Section 2.6

39 Transaction Processing 7.1.2.6 91

Attachment 2, Section 2.7

58 Administrative Functionality 7.1.2.7 102

Attachment 2, Section 2.8

61 Cardholder Customer Service 7.1.2.8 104

Attachment 2, Section 2.9

67 Retailer Customer Service 7.1.2.9 107

Attachment 2, Section 2.10

69 State and Local Office Assistance 7.1.2.10

WSEA Technical Proposal Page 8 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 2, Section 2.11

70 Retailer Management 7.1.2.11 109

Attachment 2, Section 2.12

83 Settlement and Reconciliation 7.1.2.12 116

Attachment 2, Section 2.13

87 ACH Services 7.1.2.13 119

Attachment 2, Section 2.14

91 Branded Debit Cards 7.1.2.14 120

Attachment 2, Section 2.15

92 EBT Reporting 7.1.2.15 121

Attachment 2, Section 2.16

98 USDA Data Files 7.1.2.16 124

Attachment 2, Section 2.17

99 Change Management Process 7.1.2.17 125

Attachment 2, Section 2.18

106 Disaster Support 7.1.2.18 129

Attachment 2, Section 2.19

115 System Security 7.1.2.19 133

Attachment 2, Section 2.20

119 Fraud Detection 7.1.2.20 136

Attachment 2, Section 3

122 SNAP/Cash Business Requirements 7.1.3 137

Attachment 2, Section 3.1

122 EBT Contractor Liabilities 7.1.3.1 137

Attachment 2, Section 3.2

123 Invoicing for Cash and SNAP EBT Services 7.1.3.2 138

Attachment 2, Section 3.3

125 Accounting and Audit Requirements 7.1.3.3 139

Attachment 2, Section 3.4

127 Contract Performance Requirements 7.1.3.4 140

Attachment 2, Section 4

150 SNAP/Cash Project Deliverables and Documentation 7.1.4 152

Attachment 2, Section 4.1

150 Standardized Deliverables and Documentation 7.1.4.1 152

Attachment 2, Section 4.2

151 Deliverable and Documentation Provision and Format 7.1.4.2 153

Attachment 2, Section 4.3

152 Deliverable and Documentation Reviews 7.1.4.3 153

Attachment 2, Section 4.4

152 Deliverable Acceptance Criteria 7.1.4.4 154

Attachment 2, Section 4.5

153 Deliverable and Documentation Due Dates 7.1.4.5 154

Attachment 2, Section 5

169 SNAP/Cash Transition/Conversion and Implementation 7.1.5 162

WSEA Technical Proposal Page 9 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 2, Section 5.1

169 Requirements for SNAP/Cash 7.1.5.1 162

Attachment 2, Section 5.2

171 Transition and Conversion of SNAP/Cash EBT 7.1.5.2 163

Attachment 2, Section 5.3

174 End of Contract Transition 7.1.5.3 165

Attachment 2, Section 6

176 SNAP/Cash System Testing Requirements 7.1.6 166

Attachment 2, Section 6.1

176 System Testing Requirements 7.1.6.1 166

Attachment 2, Section 6.2

177 Connectivity Testing 7.1.6.2 167

Attachment 2, Section 6.3

178 Interface Testing 7.1.6.3 168

Attachment 2, Section 6.4

179 Functional Demonstration 7.1.6.4 168

Attachment 2, Section 6.5

179 User Acceptance Test 7.1.6.5 168

Attachment 2, Section 6.6

181 Performance (Stress) Testing 7.1.6.6 139

Attachment 2, Section 6.7

182 Contingency Testing 7.1.6.7 170

Attachment 2, Section 7

184 SNAP/Cash State Specific Requirements 7.1.7 170

Attachment 2, Section 7.1

184 Alaska SNAP/Cash State Specific Requirements 7.1.7.1 170

Attachment 2, Section 7.2

185 Arizona SNAP/Cash State Specific Requirements 7.1.7.2 171

Attachment 2, Section 7.3

186 Colorado SNAP/Cash State Specific Requirements 7.1.7.3 172

Attachment 2, Section 7.4

187 Guam SNAP/Cash State Specific Requirements 7.1.7.4 172

Attachment 2, Section 7.5

187 Hawaii SNAP/Cash State Specific Requirements 7.1.7.5 173

Attachment 2, Section 7.6

188 Idaho SNAP/Cash State Specific Requirements 7.1.7.6 173

Attachment 2, Section 7.7

189 Nebraska Requirements 7.1.7.7 174

Attachment 2, Section 7.8

189 Washington Requirements 7.1.7.8 174

Attachment 2, Section 7.9

190 Wyoming SNAP/Cash State Specific Requirements 7.1.7.9 174

Attachment 3 1 Attachment 3: SNAP/Cash Required Written Responses 7.2 175 Attachment 3, Section 1.1 1 Project Management and Organization 7.2.1.1 175

WSEA Technical Proposal Page 10 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 3, Section 2.1

1 Project Staffing 7.2.2.1 177

Attachment 3, Section 3.1

2 EBT Account Structure 7.2.3.1 178

Attachment 3, Section 4.1

2 Account Set-up and Benefit Authorization 7.2.4.1 179

Attachment 3, Section 5.1

2 EBT Card Production and Management 7.2.5.1 183

Attachment 3, Section 6.1

3 Card and PIN Issuance 7.2.6.1 184

Attachment 3, Section 7.1

3 Transaction Processing 7.2.7.1 189

Attachment 3, Section 8.1

4 Administrative Functionality 7.2.8.1 194

Attachment 3, Section 9.1

4 Cardholder Customer Service 7.2.9.1 196

Attachment 3, Section 10.1

4 Retailer Customer Service 7.2.10.1 199

Attachment 3, Section 11.1

4 Retailer Management 7.2.11.1 200

Attachment 3, Section 12.1

5 Settlement and Reconciliation 7.2.12.1 203

Attachment 3, Section 13.1

5 Branded Debit Cards 7.2.13.1 203

Attachment 3, Section 14.1

5 EBT Reporting 7.2.14.1 204

Attachment 3, Section 15.1

8 Change Management Process 7.2.15.1 211

Attachment 3, Section 16.1

8 Disaster Support 7.2.16.1 213

Attachment 3, Section 17.1

8 System Security 7.2.17.1 215

Attachment 3, Section 18.1

8 Fraud Detection 7.2.18.1 217

Attachment 3, Section 19.1

9 Deliverable and Documentation Due Dates 7.2.19.1 219

Attachment 3, Section 20.1

9 System Testing Requirements 7.2.20.1 220

Attachment 3, Section 21.1

9 Performance (Stress) Testing 7.2.21.1 221

Attachment 3, Section 22.1

9 Contingency Testing 7.2.22.1 222

Attachment 3, Section 23.1

9 State Specific Requirements 7.2.23.1 222

Attachment 4 6 Attachment 4: WIC Requirements 8.1 225

WSEA Technical Proposal Page 11 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 4, Section 1

6 WSEA Project Management, Organization and Staffing 8.1.1 225

Attachment 4, Section 1.1

6 Project Management and Organization 8.1.1.1 225

Attachment 4, Section 1.2

8 Project Staffing 8.1.1.2 226

Attachment 4, Section 2

11 eWIC Technical and Functional Requirements 8.1.2 227

Attachment 4, Section 2.1

11 General Requirements 8.1.2.1 227

Attachment 4, Section 2.2

12 Interfaces 8.1.2.2 228

Attachment 4, Section 2.3

16 Food Maintenance 8.1.2.3 231

Attachment 4, Section 2.4

19 Account Set Up/Maintenance 8.1.2.4 233

Attachment 4, Section 2.5

21 Benefit Issuance/Maintenance 8.1.2.5 234

Attachment 4, Section 2.6

24 Card Production and Management 8.1.2.6 237

Attachment 4, Section 2.7

27 Card and PIN Issuance 8.1.2.7 239

Attachment 4, Section 2.8

33 Transaction Processing 8.1.2.8 243

Attachment 4, Section 2.9

38 Settlement and Reconciliation 8.1.2.9 247

Attachment 4, Section 2.10

47 Administrative System Functionality 8.1.2.10 253

Attachment 4, Section 2.11

52 Cardholder Support Services 8.1.2.11 256

Attachment 4, Section 2.12

58 Vendor Support Services 8.1.2.12 260

Attachment 4, Section 2.13

62 State Agency Support 8.1.2.13 262

Attachment 4, Section 2.14

64 System Reporting 8.1.2.14 264

Attachment 4, Section 2.15

73 Vendor Management 8.1.2.15 269

Attachment 4, Section 2.16

87 Vendor Mobile App POS/ Wireless POS 8.1.2.16 280

Attachment 4, Section 2.17

95 System Security Functionality 8.1.2.17 284

Attachment 4, Section 3

100 eWIC Business Requirements 8.1.3 287

WSEA Technical Proposal Page 12 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 4, Section 3.1

100 Invoicing for WIC EBT Services 8.1.3.1 287

Attachment 4, Section 3.2

102 Accounting and Audit Requirements 8.1.3.2 288

Attachment 4, Section 3.3

103 Service Level Requirements 8.1.3.3 289

Attachment 4, Section 3.4

109 Remedying Deficiencies 8.1.3.4 284

Attachment 4, Section 3.5

110 Change Management 8.1.3.5 295

Attachment 4, Section 4

112 eWIC Project Deliverables and Documentation 8.1.4 296

Attachment 4, Section 4.1

112 Standardized Deliverables and Documentation 8.1.4.1 296

Attachment 4, Section 4.2

112 Deliverable and Documentation Provision and Format 8.1.4.2 296

Attachment 4, Section 4.3

113 Deliverable and Documentation Reviews 8.1.4.3 297

Attachment 4, Section 4.4

114 Deliverable Acceptance Criteria 8.1.4.4 297

Attachment 4, Section 4.2

115 Deliverable and Documentation Due Dates 8.1.4.5 298

Attachment 4, Section 5

132 eWIC Transition/Conversion and Implementation 8.1.5 307

Attachment 4, Section 5.1

132 Requirements for WIC Programs 8.1.5.1 307

Attachment 4, Section 5.2

133 Transition and Conversion of WIC System 8.1.5.2 308

Attachment 4, Section 6

140 eWIC System Testing Requirements 8.1.6 311

Attachment 4, Section 6.1

140 System Testing Requirements 8.1.6.1 311

Attachment 4, Section 6.2

142 Connectivity Testing 8.1.6.2 313

Attachment 4, Section 6.3

143 Interface Testing 8.1.6.3 313

Attachment 4, Section 6.4

143 User Acceptance Testing 8.1.6.4 313

Attachment 4, Section 6.5

145 IVR Testing and/or Client and Vendor Web Portal Testing (as applicable)

8.1.6.5 314

Attachment 4, Section 6.6

146 Performance Testing 8.1.6.6 315

Attachment 4, Section 6.7

146 Contingency/Fail-Over Testing 8.1.6.7 315

WSEA Technical Proposal Page 13 of 13

RFP Section Number

RFP Page Number

Section Name FIS Section Number

FIS Page Number

Attachment 4, Section 6.8

147 Vulnerability Testing, Conducted to State Agency Security Standards 8.1.6.8 316

Attachment 4, Section 7

149 State Specific Requirements 8.1.7 316

Attachment 4, Section 7.1

149 Alaska WIC State Specific Requirements 8.1.7.1 316

Attachment 4, Section 7.2

151 Hawaii WIC State Specific Requirements 8.1.7.2 318

Attachment 4, Section 7.3

152 Idaho WIC State Specific Requirements 8.1.7.3 318

Attachment 5 1 WIC Required Written Responses 8.2 319 Attachment 5, Section 1.1 1 Project Management and Organization – WIC RFP Section 1.1 8.2.1.1 319

Attachment 5, Section 1.2

1 Project Staffing - WIC RFP Section 1.2 8.2.1.2 323

Attachment 5, Section 1.3

1 Interfaces – WIC RFP Section 2.2 8.2.1.3 324

Attachment 5, Section 1.4

1 Settlement and Reconciliation Processes - WIC RFP Section 2.9 8.2.1.4 332

Attachment 5, Section 1.5

2 Cardholder Mobile Application - WIC RFP Section 2.11 8.2.1.5 332

Attachment 5, Section 1.6

2 System Up-Time and Reliability – WIC RFP Section 3.0 8.2.1.6 332

Attachment 5, Section 1.7

2 System Testing – WIC RFP Section 6.0 8.2.1.7 339

Attachment 5, Section 1.8

2 Vendor Support Services – WIC RFP Section 2.12 8.2.1.8 341

Attachment 5, Section 1.9

2 Vendor Management – WIC RFP Section 2.15 8.2.1.9 343

Attachment 5, Section 1.10

3 Contract Transition/System Conversion – WIC RFP Section 5 8.2.1.10 352

Attachment 5, Section 1.11

3 Security Requirements RFP Section 7 8.2.1.11 361

Attachment 5, Section 1.12

3 Proposed Hardware 8.2.1.12 361

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 1 of 24 Section 5: Corporate References and Experience

5: Corporate References and Experience

5. Qualifications and Experiences of Offerors

RFP Section 4: The WSEA States are seeking an EBT services provider that has the necessary qualifications, skills, and resources to provide quality EBT services to the States’ clients. WSEA requires that EBT services continue unabated with no impact to its existing client, provider, and retailer constituency during the transition to a new EBT contract. To be considered as a viable EBT Contractor, Offerors must demonstrate in their proposal that not only can they provide the requested EBT services, but that they can also perform an on-time and successful conversion of EBT services from the existing EBT Contractor to their EBT system. In addition, Offerors must demonstrate within their proposal that they have the capability, if required, to perform multiple State conversions in a short period of time and that the simultaneous conversion of other States will not negatively impact the WSEA States’ conversions.

FIS’ Government Solutions division is grateful for the opportunity to serve as the current service provider for the Western State EBT Alliance since 2015. Our goal has always been and will continue to be on helping the States’ citizens achieve well-being and independence based on the successful operations of the EBT and EFT programs.

Working in concert with each State, we’ve garnered practical knowledge of all requirements, uniquely positioning us to help each State implement plans for the future.

Throughout our proposal, FIS demonstrates that our breadth of qualifications, the experience of our proposed team, the reliability and capacity of our platform and ancillary services, and our commitment to our EBT clients and the industry make us the best choice to provide the required EBT services through the next contract term.

FIS demonstrated its capability to conduct smooth, efficient, on-time conversions when each WSEA EBT program was converted from the J.P. Morgan platform to ebtEDGE System for the current contract term. By again choosing FIS, a system conversion will not be required for the new contract term. For the implementation of the new contracts, the FIS Team will work closely with each State to implement new features and functions, such as our ebtINSIGHT data analytics tool. Our proposed solution and team have the capacity to perform multiple, and even simultaneous, contract implementations in a short period of time. The implementation of a new contract for one State will not negatively impact the new contract implementation for another State.

5.1 Corporate Capabilities and Experience

RFP Section 4.1: The WSEA States are particularly interested in an EBT Contractor having substantial experience in developing, implementing, and managing financial systems such as EBT, Electronic Funds Transfer (EFT), financial network services and card transaction processing systems. In totality, the Offeror’s experience, combined with that of any subcontractor(s) shall demonstrate the capability to successfully meet the requirements of this RFP. Therefore, the Offeror’s proposal shall highlight its corporate capabilities, organizational structure, financial stability as demonstrated through audited financial statements for the last three years including any previous experience related to the requirements of this RFP.

FIS is at the heart of the commerce and financial transactions that power the world’s economy, ensuring that everything–from shopping online to mobile banking to managing securities–works in a seamless and secure way.

FIS can comfortably state that one or more of our products touches almost every financial transaction conducted by a merchant, a bank, investors, and the general public conducting in-person or virtual transactions. With the acquisition of Worldpay, FIS became the global leader in e-commerce and financial transaction processing. This means that FIS manages and touches the vast majority of transactions conducted at the retailer point of sale

(POS).

FIS is the creator behind more than 400 financial payments. Simply stated: if you have used Apple Pay; Zelle Pay for Person-to-Person Payments (P2P); conducted a bank transaction; taken out a car, mortgage or student loan;

made an investment; or simply made an in-person or virtual payment of any kind, an FIS technology most likely served you. In this global context, FIS is a name that may not be familiar to you, but we are the backbone of the financial industry today, and we do our job very well!

Our global scale enables us to develop solutions that empower our clients to confidentially broaden their reach and their solution sets. Understanding our clients’ challenges positions all of us to create secure and scalable innovations. FIS will work with each State to not only provide core EBT services but to partner solve complex challenges, like we did through the COVID-19 Pandemic, while supporting future goals. We’ll do this by bringing our expertise and data-driven insights from across other diverse services to create more connected financial world experience to EBT.

FOR THE WESTERN STATES EBT ALLIANCE

RFP #2022000005

WSEA Technical Proposal Page 2 of 24

Organizational Structure: We continue to transform and grow to meet the ever-changing needs of our customers across our Banking Solutions, Merchant Solutions and Capital Market Solutions divisions, shown in Figure 5-1, “What We Do”, below.

Banking Solutions for individual and commercial borrowers to advance the banking experience.

Merchant Solutions powering global commerce and advancing customer experiences.

Capital Market Solutions which provides fintech solutions for Securities, Asset Management, Insurance and

Credit markets.

Figure 5-1 “What We Do”

Corporate Capabilities: FIS provides electronic payment processing services to governments and utilities across the United States. FIS’ successful relationships with federal, state and local government entities are proof that we are a trusted provider for electronic payment services.