EXHIBIT B – SCORED NON-COST FACTORS (SERVICES)

CATEGORY 1 – PROGRAM ADMINISTRATION SERVICES

Type/print full legal name of bidder company

Instructions:

Note: This Exhibit B applies to bidders proposing to provide Program Administration Services under a direct contract with Washington Saves. Bidders may provide the services directly, through affiliates, consortium members, integrated services structures, or other unaffiliated subcontractors but must identify each entity that will perform each service and describe how the bidder will ensure performance of all proposed services.

Bidders must follow the instructions outlined in this Exhibit, or the bid will be deemed to be nonresponsive and rejected.

1. Insert bidder’s legal business name in the box above.

2. Review and respond to all questions. Bidders must respond to all Requirement ID’s (REQ ID). Bidders submitting a proposal for Category 1 — Program Administration Services — must respond to all Requirement IDs in this Exhibit.

3. Provide a written response that addresses how the bidder meets or exceeds each requirement in the Written Response column.

a. Supporting Information. Please make sure to include references in Exhibit A – Bidder’s Certification that align with the information provided in this Exhibit B. Washington Saves may request additional information or references to help verify the information provided by the bidder in this exhibit. A bidder’s failure to provide such requested information to DFI within five (5) business days may result in disqualification.

b. Bidder’s Commitments. The bidder’s responses to the performance requirements below will be incorporated into such awarded bidder’s contract, if awarded. Therefore, the bidder is cautioned to propose only commitments that bidder can fully meet throughout the term of the contract. If an awarded bidder is unable to meet the terms of the contract, bidder will be in breach and subject to termination and/or damages as described by the contract. See Exhibit D- Contract.

c. Word Limit. Bidder’s responses must fully demonstrate knowledge of the subject matter. Limited responses may receive lower scores than those that more fully demonstrate knowledge of the subject matter. However, conciseness is also preferred, and the following limits are provided:

· The total word count for all written responses in this Exhibit B must not exceed 25,000 words. Any text in excess of this limit will be deleted prior to forwarding the submittals to the evaluation team. Attachments specifically requested or permitted in this exhibit will not count toward the word limit. Bidders are encouraged to provide clear, concise responses and should avoid duplicative, generic, or promotional material.

· Each written response must be complete and will be evaluated as written. Additional materials such as links to external content or embedded documents are not allowed and will not be evaluated.

· Bidders are not required to provide responses in the template tables provided below. Bidders may use their own template as long as each response is clearly labelled with the REQ ID and bulleted question under the Written Response column.

4. Submit your response as a Microsoft Word document. If you need to print out this document for any reason, please note this document is sized Legal 8.5” x 14”.

Important Note: Bidders must follow the instructions above as they complete this Exhibit B, or the bid will be deemed nonresponsive and rejected. Washington Saves, at its discretion, waive informalities and/or request clarification of a bid response, as described in the Competitive Solicitation Section 4 – Bid Evaluation of the Competitive Solicitation.

· An informality is an immaterial variation from the exact requirements, which has no effect, or a negligible effect, on the good or services being solicited. Washington Saves, at its discretion, may waive informalities.

· If clarification is requested, Washington Saves will do so in writing. The request will include a response deadline (5 business days), and the bidder’s response to clarification requests must be received by that deadline, or the bid will be deemed nonresponsive.

Evaluation: Bidder’s written response to this Exhibit will be evaluated as follows:

Bidder’s Response Required:

Stated Business Need

To meet the minimum acceptable standard [0%]:The Bidder must demonstrate that the bidder or its subcontractors proposed to provide Program Administration Services have at least five (5) years of experience providing program administration, IRA administration, recordkeeping, defined contribution retirement plan administration, or substantially similar services.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: The financial strength of each contract party (and its parent entity) will be considered and, as applicable, performance guarantees (e.g. letters of credit or surety bonds) will enhance a contract party’s submission.

Experience will be evaluated based on relevance, depth, recency, scale, and the bidder’s role in the engagement. Responses will be scored more favorably when the bidder demonstrates experience directly relevant to the services sought under this RFP, generally in the following order of relevance:

· Direct experience launching, administering, operating, or managing investments for state-facilitated automatic enrollment IRA programs;

· Experience with similar state-sponsored or public savings programs, including 529 or ABLE programs;

· Experience with public-sector defined contribution retirement programs or other government-sponsored retirement savings arrangements;

· Experience with state investment boards, public pension systems, or other public institutional investment programs.

· Experience with private-sector institutional retirement, IRA, defined contribution, recordkeeping, investment management, or savings programs of comparable scale or complexity.

Note: Experience outside the public-sector context may be considered relevant when the bidder clearly demonstrates how that experience is comparable to the services, scale, operational complexity, participant needs, and fiduciary or governance responsibilities of Washington Saves.

Additional value may be recognized for responses that demonstrate multiple comparable engagements, recent experience, experience at comparable scale, experience supporting launch or early implementation, and relevant experience held by the proposed key personnel assigned to Washington Saves.

Written Response Required.

· Confirm that the bidder meets the minimum acceptable standard described. Identify the legal contracting party. If the legal contracting party is not the parent entity, indicate whether a parent guarantee or other assurance of performance will be provided.

· List all entities that will perform services under the contract, including subcontractors, affiliates, subsidiaries, consortium members, independent contractors, or outside consultants. Complete the table below and add rows as needed.

Administration

Recordkeeping

Customer Service

Marketing and Communications

Investment Management / Advisory

· Describe the bidder’s relevant experience administering, managing, or supporting auto-IRA programs, IRAs, defined contribution retirement programs, 529 plans, ABLE programs, public pension systems, state investment programs, or similar public savings or investment programs.

· For any auto-IRA or similar public savings program experience, include specifics on services provided, employer volume, participant volume, launch or implementation stage, and duration of the engagement, to the extent available.

· Using the table below, provide three client references where the bidder, or an entity proposed to provide services under this contract, has provided services comparable to those sought in the Statement of Work.

Name and Title

Phone Number

Email Address

Client Organization

Service Provided

Length of Relationship

· Using the table below, identify the key professionals who will provide services under the contract. Add rows as needed.

Overall Engagement

Day-to-day Relationship Management

Administration

Recordkeeping

Customer Service

Marketing and Communications

Investment Management / Advisory

Data Security / Technology

Other Key Role, if applicable

· Please describe the backup coverage if the primary relationship manager or other key personnel become unavailable.

To meet the minimum acceptable standard [0%]: The bidder must provide an implementation roadmap demonstrating how the bidder would support Washington Saves’ anticipated July 1, 2027 launch date, including major milestones, sequencing of work, estimated timing for pilot activities, and identification of key dependencies, risks, and decision points.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· Direct experience supporting the launch, early implementation, pilot, phased rollout, or conversion of a state-facilitated automatic enrollment IRA program or similar public savings program;

· A launch roadmap with specific milestones, deliverables, testing periods, readiness checkpoints, decision points, and an estimated pilot launch date aligned with the anticipated July 1, 2027 launch;

· Dedicated or specialized implementation resources assigned to Washington Saves, including project management, technology, operations, customer service, communications, payroll, reporting, and investment-related resources;

· Specific processes for identifying, tracking, escalating, and resolving launch risks, dependencies, and operational readiness issues; and

· Documented lessons learned from prior launches or major implementations, including specific changes made to improve implementation timelines, pilot readiness, employer readiness, participant readiness, or operational launch.

Launch and implementation experience will be evaluated based on relevance, depth, recency, scale, and the bidder’s role in the engagement, generally in the following order of relevance: state-facilitated automatic enrollment IRA programs; similar state-sponsored or public savings programs such as 529 or ABLE programs; public-sector defined contribution or government-sponsored retirement savings programs; other public institutional investment or savings programs; and private-sector institutional retirement, IRA, defined contribution, recordkeeping, investment management, or savings programs of comparable scale or complexity.

Written Response Required. Please address each of the following:

· Provide an implementation roadmap demonstrating how the bidder would support Washington Saves’ anticipated July 1, 2027 launch date, including an estimated pilot launch date.

· Identify major implementation phases, milestones, deliverables, testing periods, readiness checkpoints, and decision points necessary for launch.

· Describe the project management structure that would be used to support implementation, including meeting cadence, status reporting, issue tracking, risk management, and escalation procedures.

· Identify any implementation-specific resources, project teams, temporary staffing, vendors, or subject matter experts that will support launch readiness and are not already identified in REQ ID 1.

· Identify key assumptions, dependencies, risks, and Washington Saves decision points that could affect implementation timing or launch readiness.

Written Response Value-Added Considerations

· Describe any prior experience supporting the launch, early implementation, pilot, phased rollout, conversion, or major implementation of an auto-IRA program or similar public savings program.

· Describe lessons learned from prior launches or major implementations and explain how those lessons would inform the bidder’s work with Washington Saves.

To meet the minimum acceptable standard [0%]: The bidder must confirm that employer and participant portals, website content, communications materials, and reporting can be branded for Washington Saves. The bidder must describe the level of customization available to Washington Saves for these items and other aspects of program administration. The bidder must also provide a system or process used to report program metrics and statistics, including participant accounts, assets under management, employer registration, employer roster activity, employer payroll facilitation, opt-out activity, contribution activity, and other program data necessary for Board and staff oversight.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· Client-accessible dashboards or reporting tools that allow Washington Saves to generate standard and custom reports directly;

· Ability to export data in CSV or similar formats and provide automated data feeds, scheduled reports, or other structured data delivery for independent analysis;

· Specific turnaround commitments for custom report requests that cannot be generated directly by Washington Saves, including different turnaround times for routine, urgent, and complex requests;

· Current capability to collect and report employer and participant demographic information, subject to applicable law, privacy requirements, and program design decisions;

· Relevant experience configuring reporting, dashboards, data exports, or program metrics for state-facilitated auto-IRA programs or similar public savings programs, evaluated based on relevance, depth, recency, scale, and the bidder’s role in the engagement; and

· Documented examples of reporting or customization improvements in prior engagements, including measurable impact on program oversight, operational decision-making, employer compliance monitoring, participant engagement, or Board reporting.

Written Response Required. Provide a written response describing the bidder’s approach to program administration, customization, and reporting for Washington Saves including:

· The level of input available to Washington Saves, including any limitations, for program administration workflows, employer and participant platforms, website content, communication materials, notices, reporting, and other public-facing or user-facing program elements.

· The system used to report program metrics and statistics, including number of participants, assets under management, employer and participant demographics, registered employers, employers with and without rosters, employers facilitating payroll contributions, opt-out activity, contribution activity, and other program data.

Written Response Value-Added Considerations

· Explain whether Washington Saves will be able to generate custom reports directly through dashboards or reporting tools, or whether custom reports must be requested from the bidder. If custom reports must be requested, describe the typical turnaround time and any process for prioritizing urgent or time-sensitive reporting requests.

· Describe whether the system can export data for independent analysis in CSV or similar formats, and whether automated data feeds or scheduled reports are available.

· Describe the bidder’s current capability to collect demographic information from employers and participants upon registration or enrollment via optional survey or other means. If this capability is not currently available, describe whether and how it could be created before launch of Washington Saves.

· Provide examples of customization, reporting, dashboards, data exports, or program metrics used in prior engagements to support program oversight, operational decision-making, employer compliance monitoring, participant engagement, or Board reporting. Examples can be included as PDF attachments and will not count toward the word limit for Exhibit B.

To meet the minimum acceptable standard [0%]: The bidder must confirm its ability to cooperate with Washington Saves and any independent auditor by providing records, reports, data, and reasonable access to systems or system-generated information necessary to support annual financial reporting and audit activities.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if the bidder commits to covering the cost of engaging an independent certified public accountant or auditor to produce audited financial statements or similar annual audit materials for the Program. Additional value may be recognized if the bidder proposes to engage the auditor directly, subject to Washington Saves review, approval, or oversight.

· Confirm the bidder’s ability to provide records, reports, data, and reasonable access to systems or system-generated information necessary to support annual financial reporting and audit activities.

· Indicate whether the bidder will cover the cost of engaging an independent certified public accountant or auditor to produce audited financial statements or similar annual audit materials for the Program.

· Indicate whether the bidder would engage the independent auditor directly and describe how Washington Saves would participate in auditor selection, review, approval, oversight, or coordination.

To meet the minimum acceptable standard [0%]: The bidder must describe its data governance, cybersecurity, artificial intelligence, risk management, business continuity, and disaster recovery practices. The bidder must confirm that participant, employer, and program data will be used solely to administer Washington Saves and will not be shared, sold, or used for any other purpose except as necessary to perform services under the contract. The bidder must confirm that participant, employer, and program data will not be stored, transmitted, processed, or accessed outside the United States. The bidder must also confirm that Washington Saves will retain ownership of all participant, employer, and program data associated with the Program.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· Stronger protections for participant, employer, and program data, including role-based access controls, multifactor authentication, encryption, data minimization, retention controls, audit logging, and other safeguards that reduce risk to Washington Saves participants and employers;

· Specific incident response commitments, including notification timelines, escalation procedures, corrective action timelines, client communication protocols, and post-incident review processes;

· Regular testing of cybersecurity, incident response, business continuity, and disaster recovery procedures, including testing frequency, scope, results review, corrective action tracking, and evidence that testing has improved controls over time;

· Recovery capabilities for critical program functions, including specific recovery time objectives, recovery point objectives, backup procedures, and continuity plans for payroll processing, account access, call center operations, employer and participant portals, reporting, and data systems;

· Restrictions or safeguards on AI tools that prevent participant, employer, or program data from being used to train AI models, limit access to sensitive data, and require Washington Saves review and approval before new AI tools or technologies are used in connection with Program services;

· Strong third-party oversight protections, including due diligence, contractual data restrictions, audit rights, ongoing monitoring, contingency planning, and documented review of affiliates, subsidiaries, subcontractors, vendors, or other third parties with access to Washington Saves data or critical systems; and

· Relevant experience protecting sensitive participant, employer, financial, retirement, or public program data in auto-IRA programs, public savings programs, retirement programs, financial services, or other comparable environments.

· Describe the bidder’s data usage and data governance policies, including how participant, employer, and program data is collected, stored, protected, accessed, used, retained, returned, transferred, and destroyed, as applicable. Confirm that Washington Saves will retain ownership of all participant, employer, and program data associated with Washington Saves.

· Confirm that participant, employer, and program data will be used solely to administer Washington Saves and will not be shared, sold, or used for any other purpose, except as necessary to perform services under the contract, including by affiliates, subsidiaries, subcontractors, vendors, or other third parties.

· Confirm that participant, employer, and program data will not be stored, transmitted, processed, or accessed outside the United States, including by affiliates, subsidiaries, subcontractors, vendors, or other third-party providers. Indicate whether this restriction is expressly included in governing contracts, master service agreements, or other binding agreements with such entities.

· Describe the bidder’s cybersecurity and risk management practices, including cybersecurity protections, fraud detection and prevention protocols, access controls, encryption practices, data protection controls, vulnerability management, incident response procedures, notification protocols, corrective action processes, and coordination with clients following an actual or suspected security incident, data breach, service disruption, or other event affecting program data or operations.

· Describe the bidder’s artificial intelligence policies in connection with program administration, customer service, reporting, cybersecurity, marketing, communications, investment management, or any other proposed service area. The response should identify any AI tools currently used or contemplated, whether such tools may access participant, employer, or program data, whether any such data is or may be used to train AI models, and the governance procedures for introducing new technologies, product enhancements, system changes, AI tools, or other technology-enabled processes that may access sensitive data or affect program operations.

· Describe the frequency and scope of business continuity, disaster recovery, cybersecurity, and incident response testing, including how test results are reviewed, documented, and used to improve controls.

To meet the minimum acceptable standard [0%]: The bidder must describe the platform environment proposed for Washington Saves, including whether services would be provided through a shared platform, separate platform, or other operating structure. The bidder must also describe how Washington-specific program rules, employer and participant portal configurations, reporting needs, and requested product enhancements would be managed. A response that does not describe a process or methodology for managing these functions will not satisfy the Minimum Acceptable Standard.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· A formal process for Washington Saves to request, review, prioritize, test, and approve program-specific configurations, reports, workflows, portal changes, or product enhancements;

· Specific timelines, supported by prior experience or proposed service commitments, for common enhancement types such as report changes, portal content updates, workflow changes, user-interface changes, payroll-related changes, and larger system releases;

· Dedicated or specialized technology, product, engineering, or implementation resources for state-facilitated retirement savings programs or similar public savings programs, including any resources specifically assigned to Washington Saves;

· A process for managing competing client priorities that gives Washington Saves meaningful visibility into the enhancement roadmap, prioritization decisions, expected delivery dates, and changes to scheduled work;

· Recent examples of platform enhancements, configuration changes, or operational improvements delivered for auto-IRA programs, public savings programs, IRA platforms, defined contribution programs, or similar programs, including the timeframe for delivery and the client/program impact; and

· Documented examples of client-specific enhancements implemented without material disruption to core platform operations, participant account access, employer payroll facilitation, reporting, or other critical program functions.

· Describe the recordkeeping platform proposed for Washington Saves, including whether the platform is proprietary, provided by an affiliate or subcontractor, or supported through another technology arrangement.

· Describe how state-specific program rules, reporting needs, workflows, and configurations are managed, and how program priorities are managed when multiple clients request enhancements or operational changes at the same time.

· Describe the employer registration and exemption certification processes, including employer account setup, user roles/delegates, document upload, roster creation, and how employers confirm completion of required Program actions.

· Describe the structure and functionality of the employer and participant portals, including how the portals support program registration, account administration, contribution processing, user notifications, document uploads, reporting, and other core program functions.

· Describe the size and structure of the technical, engineering, product, or implementation team responsible for maintaining and enhancing the platform supporting state auto-IRA programs or similar programs.

· Describe the typical timeline from client request to deployment and the bidder’s process for evaluating, prioritizing, approving, testing, and implementing product enhancements requested by client programs.

To meet the minimum acceptable standard [0%]: The bidder must describe its processes and capabilities for administering participant IRA accounts, including identity verification, beneficiary designations, participant contributions outside mandated employer payroll facilitation, participant distributions, account maintenance, and participant self-service functionality. The bidder must have an existing process or documented methodology for this function. A response indicating that the bidder does not have such a process will not satisfy the Minimum Acceptable Standard.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· Documented KYC performance for comparable programs, including historical failure rates, resolution rates, and unresolved or abandoned failure rates;

· Measurable strategies to reduce unnecessary KYC failures and increase KYC resolution rates while maintaining appropriate fraud prevention, compliance, and risk controls;

· Contribution methods beyond standard employer payroll facilitation, ACH, and paper check, including split direct deposit or similar payroll-like mechanisms for independently enrolled participants or employees of non-mandated employers;

· Functionality that allows participants contributing through multiple employers to maintain a single IRA account in the Program; and

· Documented examples of account administration, KYC, contribution-method, or participant-functionality improvements implemented in comparable programs, including measurable impact such as reduced failure rates, increased resolution rates, reduced processing time, reduced call volume, improved completion rates, or reduced participant friction.

· Describe the bidder’s Know Your Customer procedures, including verification methods, handling of KYC failures, escalation protocols, fraud detection systems, participant communications, and alternative verification processes. Describe the bidder’s process for tracking, reporting, and reducing unresolved KYC failures.

· Describe the methods available for participants to contribute to their program accounts outside mandated employer payroll facilitation, including independently enrolled participants and participants whose employers are not required to facilitate the Program. The response should identify whether split direct deposit or similar payroll-like tools are available, whether non-mandated employers can voluntarily facilitate payroll contributions, and what other contribution methods are available, such as ACH transfer, recurring bank transfer, or similar methods.

· Describe the process and methods by which employees may opt out of participation in the Program, including online, phone, paper, or other available methods, timing, participant notices, and how opt-out elections are recorded and communicated for payroll purposes.

· Describe participant distribution processes, including how requests are submitted, documentation requirements, available distribution methods, and typical processing timelines. Also describe the process used to ensure participants contributing through multiple employers have a single IRA account in the Program.

· Describe participant self-service functionality, including online or mobile capabilities for account maintenance, document upload, transaction history, contribution changes, investment changes, beneficiary updates, and distribution requests.

Written Response Value-Added Considerations

· Describe any financial modeling, savings tools, calculators, or other participant education tools available through the participant portal or website.

To meet the minimum acceptable standard [0%]: The bidder must confirm its ability to administer both Roth IRAs and Traditional IRAs for Washington Saves and describe how participants may elect, change, or maintain Roth IRA and Traditional IRA contributions. The bidder must also describe how it will support Washington Saves in positioning eligible participants to receive Saver’s Match contributions, including any operational, technological, account-type, or participant-experience considerations.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· A commitment that participants with both Roth IRA and Traditional IRA balances or account types will not be charged duplicate account-based fees solely because they maintain both account types within Washington Saves;

· Current operational capability to administer both Roth IRA and Traditional IRA functionality for the same participant without requiring material system development, manual workarounds, or delayed implementation;

· Current operational capability, or a detailed and feasible implementation plan, to accept Saver’s Match contributions on behalf of eligible Washington Saves participants;

· Specific identification of the account type, contribution coding, reporting, tax documentation, participant communication, and custodial or recordkeeping processes needed to support Saver’s Match contributions;

· Prior experience administering both Roth and Traditional functionality for the same participant in an IRA, auto-IRA, retirement, or similar savings program;

· Prior experience preparing for or implementing federal matching contribution functionality, government contribution deposits, incentive payments, or similar third-party contribution processes; and

· A detailed readiness plan identifying system changes, policy decisions, federal guidance, participant communications, and operational steps needed before launch, with proposed timing and responsible parties.

· Confirm that the bidder can administer both Roth IRAs and Traditional IRAs for Washington Saves. Identify whether this functionality is currently available or would require system development, configuration changes, manual processes, vendor coordination, or other implementation work before launch.

· Confirm whether a participant may maintain both Roth IRA and Traditional IRA balances or account types through Washington Saves. If yes, describe how this is administered and presented to the participant. If no, describe any limitations.

· For participants with both Roth IRA and Traditional IRA balances or account types, identify whether participants will be charged more than one account-based fee. Explain how fees would be applied.

· Identify any barriers to accepting Saver’s Match contributions for Washington Saves participants including any operational, technological, custodial, account-type, contribution coding, tax reporting, participant communication, or other.

· Describe any prior experience preparing for or implementing federal matching contribution functionality, government contribution deposits, incentive payments, or similar third-party contribution processes.

To meet the minimum acceptable standard [0%]: The bidder must describe its payroll contribution submission methods, including manual submission, automated submission, payroll provider integrations, contribution file requirements, payment/remittance methods, and reconciliation processes. The bidder must also confirm that employers will have the ability to facilitate payroll contributions manually without using paid payroll integration services. The bidder must have an existing process or documented methodology for this function. A response indicating that the bidder does not have such a process will not satisfy the Minimum Acceptable Standard.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· A higher number of currently operational payroll provider integrations relevant to Washington employers;

· Higher-quality integration types, such as direct API integrations or automated file transfer processes, that reduce manual employer work;

· Clear, employer-accessible instructions and setup processes for identifying, activating, and using payroll integrations;

· A commitment that employers will not be charged fees by the bidder, its subcontractors, affiliates, vendors, or third-party integration providers to use payroll integrations supported through the bidder’s platform;

· Reliable contribution submission, payment, and reconciliation processes that reduce file errors, funding mismatches, and manual correction needs; and

· Plans to expand payroll integration coverage before or after launch of Washington Saves, including expected timing, prioritization criteria, or target providers.

· Describe the process for employers to submit payroll contribution files, including how participant information is uploaded, whether submissions are manual, automated or both, how frequently files must be submitted, and the specific data elements required.

· Describe the bidder’s payroll provider integration capabilities, including a list of integrated providers, integration types, support levels, and whether each integration is currently operational. The list, including types and support levels, can be included as a PDF attachment and will not count toward the word limit for exhibit B.

· Describe how employers identify available payroll integration options, complete setup, receive support during setup, and confirm that an integration is functioning correctly.

· Describe any fees associated with payroll integration or related services connected to the bidder’s platform, including fees charged by the bidder, subcontractors, affiliates, vendors, or third-party integration providers contracted by or through the bidder. Specify when such fees apply, who is charged, how fees are calculated, and whether the bidder will absorb or waive such fees.

Written Response Value-Added Considerations

· Describe the process for identifying and correcting file errors, funding mismatches, rejected submissions, or other contribution submission issues.

· Describe the bidder’s plans, if any, to expand access to payroll integrations before or after launch of Washington Saves.

To meet the minimum acceptable standard [0%]: The bidder must describe its customer service model, including call center operations, language access, employer and participant support, online chat or chatbot functionality if available, service level standards, customer satisfaction measurement, issue escalation, and support for employers seeking to register, maintain rosters, facilitate payroll contributions, correct payroll issues, or maintain ongoing compliance. The bidder must have an existing process or documented methodology for these functions. A response indicating that the bidder does not have such a customer service model will not satisfy the Minimum Acceptable Standard.

Bidders who do not meet this minimum acceptable standard will be disqualified from further consideration.

Value-Added Considerations: Responses will be scored more favorably if they demonstrate:

· More favorable service level standards and reporting commitments, including targets and reporting frequency for call volume, speed to answer, abandonment rate, first-contact resolution, response time, issue resolution time, escalation time, language access usage, customer satisfaction, and trend data;

· Customer satisfaction tools and continuous improvement processes, including survey methods, reporting cadence, service data review, corrective action tracking, and how results are used to improve service over time;

· Clear escalation procedures, including internal escalation triggers, responsible teams, expected timelines, documentation, and criteria for when issues are escalated to Washington Saves staff; and

· Higher levels of specialized support, measured by the number and percentage of customer service staff dedicated exclusively to state-facilitated retirement savings programs, the number and percentage assigned to Washington Saves, the availability of payroll facilitation specialists, and the availability of field staff or other non-call-center employer support resources.

· Describe the bidder’s call center operations, including location, days and hours of operation, staffing levels, call recording practices, and whether staff are dedicated to auto-IRA programs, shared with other lines of business, or otherwise assigned.

· Describe language access support, including languages supported, number of Spanish-language representatives, access to interpretation services, and how service quality will be monitored across languages.

· Describe the bidder’s online support channels, including live chat, automated chat, chatbot functionality, secure messaging, email support, or other online tools. Identify any current or contemplated use of AI in customer service.

· Using the table below, provide proposed service level standards for all identified customer service functions. Add rows for any additional functions not identified.

(Monthly, Quarterly, etc.)

Notes, Assumptions, or Exclusions

Average speed to answer for live calls

Call abandonment rate

Average callback time

Account opening processing

Processing of withdrawal requests

Processing of other financial transactions

Processing of account maintenance and other non-financial transactions

Response time for written inquiries, including email and other correspondence

Complaint escalation and resolution time

Delivery of quarterly or annual statements

Delivery of confirmation statements

Delivery of required tax forms and tax-related reporting

Participant satisfaction

System Availability

· Describe customer satisfaction or feedback mechanisms, including post-call surveys, web surveys, or other feedback tools, how often results are reviewed and reported, and how results are used to improve service over time.

· Describe the process for escalating complex employer, participant, payroll, compliance, account, or technical issues that cannot be resolved by front-line customer service representatives, including internal escalation steps, issue types, urgency levels, documentation requirements, expected response timelines, and criteria for escalating issues to Washington Saves staff.

· Describe how the bidder will support employers with registration, roster maintenance, payroll facilitation, missed payroll follow-up, payroll corrections, and ongoing compliance.

Written Response Value-Added Considerations

· Describe any specialized customer service resources beyond general call center staffing, such as payroll facilitation specialists, field staff, regional staff, or other non-call-center employer support resources that will be available.

To meet the minimum acceptable standard [0%]: The bidder must describe the marketing, communications, education, outreach, notice distribution, and analytics support it will provide to Washington Saves, including support for employer education, participant education, saver engagement, required notices, electronic communications,…