ITN26-01_Written_Response_Packet.docx

appendix G: Written Response Packet

1801 Hermitage Boulevard, Suite 210 Tallahassee, FL 32308

When completing this Written Response Packet, the Respondent should give clear, concise, and, where appropriate, quantifiable replies to all questions. The length of the Response is at the discretion of the Respondent; however, Responses are expected to be brief and to contain full and fair disclosure of essential elements without references to an appendix or attachment, unless otherwise requested.

This packet is made available in Microsoft Word on the Board’s website for ease of completion.

Please visit: myfloridaprepaid.com/who-we-are/about-the-board/board-reports-and-plans/.

TAB 1: Invitation to Negotiate Acknowledgement

1801 Hermitage Boulevard, Suite 210 Tallahassee, FL 32308

This sheet and the accompanying negotiation documents constitute an offer from the Respondent to provide the services detailed in the solicitation under the contractual terms provided therein.

By completing this acknowledgment, I agree to abide by all conditions of this negotiation and certify that (1) I am authorized to sign this response and (2) that the offer complies with all requirements of the solicitation.

Respondent (Firm):

Contact Person:

Address:

Telephone:

E-Mail Address:

Authorized Signature:

Date:

Printed Name & Title:

Tab 2: Minimum Qualifications

Respondent:

The following represents minimum qualifications for this ITN. A mark in a field indicates an affirmative response to the statement. Any Respondent that does not satisfy the criteria herein shall be rejected.

Experience

Yes/No

Respondents must affirmatively state, in writing, that as of September 21, 2026, the Respondent:

Has 5 or more consecutive years of experience providing records administration services.

Has 5 or more consecutive years of experience providing contact center services.

Has experience providing records administration services for a qualified program under Section 529 or 529A of the Internal Revenue Code or a similar government-sponsored savings or investment program of comparable size and complexity.

Agrees to provide the services as detailed in Section 3 and agrees to all other requirements as stated in the ITN.

Is a legal entity authorized to conduct business in the State of Florida and in good standing in its state of incorporation.

Has not included going concern language in any of the previous three annual audit reports of the Respondent’s financial statements.

Tab 3: Organizational Experience

Respondent:

Organization Overview

1) Provide a concise overview of the Respondent’s organization. Include the following:

a) Legal name, year established, headquarters location, and principal place of business

b) Ownership structure, including parent companies, subsidiaries, or affiliates

c) Total number of employees

d) Core service offerings relevant to recordkeeping, account administration, and customer service

e) Description of any material organizational changes within the past three (3) years (e.g., mergers, acquisitions, restructuring, leadership changes)

2) Is the Respondent currently certified as a woman-, minority-, veteran-, service-disabled veteran-owned business enterprise, or Florida Certified Business Enterprise (CBE)? If yes, identify the certifying entity and provide a copy of the current certification. This may be used for statutory tie-breaker purposes.

3) Describe the Respondent’s experience providing services comparable to those described in Section 3.01. Include:

a) Experience providing recordkeeping and account administration services

b) Experience providing contact center/customer service operations

c) Experience supporting Section 529 and/or Section 529A (ABLE) programs

d) Approximate percentage of the Respondent’s total business revenue attributable to:

i. recordkeeping and account administration services

ii. contact center services

iii. Section 529 savings programs

iv. Section 529A programs

4) Identify the key personnel who would be assigned to the ABLE United Program. For each individual, provide:

a) Name and title

b) Role and responsibilities related to the Program

c) Relevant experience supporting similar programs

d) Tenure with the organization

Indicate whether the Respondent intends to utilize subcontractors. If so, identify the subcontractor(s) and describe the services they would provide.

5) Provide examples of current or recent clients receiving services comparable to those described in this ITN. For each client, include:

a) Name of the client organization

b) Description of services provided

c) Length of time providing services

d) Identification of any services related to Section 529 or Section 529A programs

Provide contact information for three (3) current or previous clients who can serve as references. The Board may contact these references to verify the Respondent’s ability to deliver the services described in Section 3.01.

Regulatory Restrictions, Litigation, and Conflicts of Interest

6) Please state whether or not there are any past or pending regulatory restrictions, consent orders, stipulations, or litigation to which the Respondent, any subcontractor, any Related Entity of the Respondent or any subcontractor, or any of their principals, owners, directors or officers, has ever been a party that would affect its or their ability to provide the required services or which alleges any unfair, illegal or unethical business practice. If so, a detailed description of each must be provided.

7) Please state whether or not any officers, principals, owners, directors, and all proposed contract employees of the Respondent or any subcontractor that will provide services under this ITN have been convicted of, or have pled guilty or nolo contendere to, any felony, regardless of whether adjudication of guilt was withheld. If so, a detailed description of each incident must be included.

8) Please state whether or not any penalties, fines, or liquidated damages have been imposed against the Respondent, any subcontractors, or any Related Entity of the Respondent or any subcontractor, including without limitation thereto, those associated with any contract for services entered into by the Respondent, any subcontractor, or any Related Entity of the Respondent or any subcontractor, within the past five (5) years. If so, a detailed description of each such incident, including the amount of the penalty, fine, or liquidated damages imposed, must be included in the Response.

9) Please state whether or not the Respondent or any subcontractor has ever been involved in any litigation related to providing services offered in this Response. If so, a detailed description of each lawsuit must be provided.

10) Please state whether or not the Respondent or any Related Entity has ever been contacted by any regulatory body (federal, state, or industry) regarding any potentially illegal, non-compliant, unethical or improper activities involving the Respondent, any Related Entity, or any of the employees of the Respondent or any Related Entity. If so, a detailed description must be provided that indicates whether your firm or any Related Entity conducted an investigation of those matters.

11) Please confirm that the Respondent has not been placed on the convicted vendor list and that it will comply with the provisions of s. 287.133, F.S. Section 287.133(2)(a), F.S., which provides:

A person or affiliate who has been placed on the convicted vendor list following a conviction for a public entity crime may not submit a bid, proposal, or reply on a contract to provide any goods or services to a public entity; may not submit a bid, proposal, or reply on a contract with a public entity for the construction or repair of a public building or public work; may not submit bids, proposals, or replies on leases of real property to a public entity; may not be awarded or perform work as a contractor, supplier, subcontractor, or consultant under a contract with any public entity; and may not transact business with any public entity in excess of the threshold amount provided in s. 287.017 for CATEGORY TWO for a period of 36 months following the date of being placed on the convicted vendor list.

12) Please confirm that the Respondent has not been placed on the discriminatory vendor list and that it will comply with the provisions of s. 287.134(2)(a), F.S. which provides that:

An entity or affiliate who has been placed on the discriminatory vendor list may not submit a bid, proposal, or reply on a contract to provide any goods or services to a public entity; may not submit a bid, proposal, or reply on a contract with a public entity for the construction or repair of a public building or public work; may not submit bids, proposals, or replies on leases of real property to a public entity; may not be awarded or perform work as a contractor, supplier, subcontractor, or consultant under a contract with any public entity; and may not transact business with any public entity.

13) Pursuant to the provisions of Chapter 112, F.S., Respondents must disclose with their Response the name of any officer, director, or agent who is also an employee of the State of Florida, the Board, or any State agency. Respondents must disclose the name of any state employee who owns, directly or indirectly, interest of five percent or more in the Respondent. Respondents must disclose all investment products, annuities, mutual funds, or other similar type savings plans that are marketed or sold by the Respondent or its proposed subcontractors for other states as a part of a prepaid college fund, a college savings fund, or ABLE program.

Tab 4: SCOPE OF SERVICES

Respondent:

Customer Service and Records Administration Services

1) Describe the Respondent’s approach to delivering Recordkeeping and Account Administration services.

The response should address:

· Operational model and service delivery structure

· Contribution and withdrawal processing

· Reconciliation processes and financial controls

· Tax reporting and required federal reporting capabilities

· Exception handling and quality assurance processes

· Capacity, scalability, and performance metrics for similar programs

2) Describe the Respondent’s approach to delivering debit or prepaid card functionality services.

· Issuing bank or financial partner

· Integration with the recordkeeping platform

· Fraud monitoring and transaction controls

· Fee structure

· Implementation approach

3) Describe the Respondent’s approach to delivering Customer Service and Participant Support services.

· Contact center structure (in-house and/or subcontracted)

· Location(s) of customer service operations

· Hours of operation and staffing model

· Training and quality assurance processes

· Escalation procedures

· ADA accessibility practices and accessible communications

· Availability of live chat or secure messaging capability

4) Provide recent performance standards for each channel in similar programs, such as:

· Volume

· Average speed of answer

· Abandonment rate

· First-contact resolution rate

· Customer satisfaction survey results

5) Describe the Respondent’s approach to delivering Investment Option Administration services.

· Allocation processing

· Investment exchange processing

· Coordination with underlying fund managers and custodians

· Experience supporting FDIC-insured investment options

6) Describe the Respondent’s operational controls designed to ensure compliance with applicable federal and state requirements governing Qualified ABLE Programs.

· Procedures for monitoring compliance with Section 529A program requirements and applicable IRS ABLE regulations

· Procedures for monitoring ABLE contribution limits and eligibility requirements

· Coordination with federal reporting obligations, including IRS and SSA reporting

· Procedures for identifying and correcting operational errors or compliance exceptions

· Internal audit or compliance oversight functions related to Program administration

· Administration of disability-related compliance requirements

· Controls related to beneficiary-level restrictions

7) Describe the Respondent’s approach to fraud prevention and financial controls related to the administration of ABLE Accounts.

· Fraud detection and monitoring practices

· Controls related to ACH transactions and withdrawals

· Debit or prepaid card fraud monitoring and transaction controls

· Procedures for investigating and resolving suspected fraud or unauthorized transactions

· Coordination with financial institutions or payment processors

· Participant notification and dispute resolution procedures

· Use of automated monitoring or AI-driven fraud detection tools

8) Describe how the Respondent ensures accessibility and inclusive design across all participant touchpoints.

· Compliance with ADA and WCAG standards

· Accessibility of digital platforms, communications, and customer service channels

· Support for users with disabilities in contact center interactions

· Testing and validation of accessibility features

Technology, Security, and Operational Controls

9) Describe the Respondent’s technology platform supporting the services in scope for this ITN.

· System architecture overview

· Hosting environment and data location

· Single-tenant or multi-tenant system structure

· Data segregation and access controls

· Cybersecurity protections and user access management

· Online account functionality and participant self-service capabilities

· System availability and uptime history

· Audit logging capabilities

10) Please describe all relevant certifications, independent assessments, and technical standards followed. The response should include, at a minimum, SOC 1 Type II and SOC 2 Type II (or equivalent), and any additional certifications related to data security, privacy, or cloud infrastructure.

11) Describe the Respondent’s current or planned use of artificial intelligence (AI), machine learning, or automated technologies in connection with the services described in this ITN.

· AI functionality within the participant platform or recordkeeping system

· AI-enabled agents or virtual assistants used internally or in customer-facing interactions

· AI tools that support customer service operations, including call summarization, routing, and quality monitoring

· AI used for data analytics, personalization, or participant engagement

AI-assisted fraud detection or transaction monitoring

12) If the Respondent intends to leverage AI technologies when servicing the ABLE United Program, describe the Respondent’s AI governance and oversight structure.

· Organizational policies, accountability, and third-party oversight governing AI use

· Human oversight of AI-assisted decisions or automated interactions, including escalation and error correction

· Controls protecting sensitive participant data and preventing unauthorized use or disclosure

· Whether Program Data may be used to train AI models, including third-party providers, and any required Program authorization

· Processes for testing and monitoring AI accuracy, reliability, and potential bias

Respondents should identify all AI technologies currently deployed or planned for deployment that would interact with Program Data or participant communications, including those provided by third parties.

13) Describe the Respondent’s approach to defining, monitoring, and meeting Service Level Agreements (SLAs).

· Proposed SLAs for system availability, transaction performance, and incident resolution by severity

· Methods for monitoring and reporting SLA performance

· Historical performance against SLAs for similar programs

· Processes for addressing SLA failures, including corrective actions

· Whether the Respondent offers service credits or financial remedies for failure to meet SLAs

14) Describe the Respondent’s approach to continuous system monitoring and operational visibility.

· Monitoring of system availability, performance, integrations, and transaction processing, including failed or delayed transactions

· Detection of anomalies, suspicious activity, or unauthorized access

· Alerting, escalation, and response processes, including after-hours coverage

· Tools used for monitoring, logging, and maintaining audit trails

· How monitoring supports proactive issue identification, timely resolution, and verification that normal operations have been restored

15) Describe the Respondent’s approach to data ownership, access, and portability.

· Acknowledgment of Board ownership of all Program Data

· Methods for providing secure, real-time or near real-time access to Program Data

· Data extraction capabilities, supported formats, and any limitations or associated costs (e.g., APIs, flat files)

· Ability to provide complete historical and archived data, including audit trails and documentation needed to interpret and use the data

· Processes, timelines, and costs for securely transferring Program Data to the Board or a successor vendor, including validation of data completeness and accuracy

16) Describe the Respondent’s security operations capabilities.

· Continuous monitoring for security threats and vulnerabilities, including after-hours coverage

· Use of security information and event management (SIEM), intrusion detection, and other security monitoring tools

· Processes and timelines for identifying, prioritizing, remediating, and verifying resolution of vulnerabilities

· Roles and responsibilities of internal teams and third-party security providers

· Examples of recent security incidents, how they were handled, and measures taken to prevent recurrence, without disclosing sensitive information

· Procedures for classifying, escalating, containing, and resolving operational and cybersecurity incidents, including Board notification timelines, participant communications, root cause analysis, and corrective actions

17) Describe the Respondent’s business continuity and disaster recovery practices.

· Structure and scope of business continuity and disaster recovery plans, including critical services and third-party dependencies

· Frequency and scope of testing, including cyberattack, system outage, and third-party disruption scenarios

· Recovery time objectives (RTO) and recovery point objectives (RPO) for critical systems and services

· Results of recent tests, including whether recovery objectives were met and any identified gaps

· Processes, accountability, and timelines for remediating identified deficiencies and validating corrective actions

18) Describe the Respondent’s approach to ensuring data accuracy and integrity across systems.

· Reconciliation processes between recordkeeping systems, financial institutions, and external partners, including participant balances and transaction activity

· Frequency and automation of reconciliation activities, including oversight of exceptions

· Processes, responsibilities, and timelines for identifying, investigating, escalating, and correcting discrepancies

· Controls to prevent and detect duplicate, missing, or inconsistent transactions, including validation of corrections and maintenance of audit trails

19) Describe the Respondent’s approach to release management and change control.

· Frequency, scheduling, and approval processes for planned releases and emergency changes

· Testing methodologies, including security, regression, and user acceptance testing

· Rollback criteria and procedures, including validation of data integrity following recovery

· Advance notification to the Board and, as appropriate, participants of material changes, expected impacts, and planned downtime

· Controls to protect core processing and transaction integrity during releases, including post-release monitoring and validation

Governance, Reporting, and Third-Party Oversight

20) Describe the Respondent’s approach to supporting governance, reporting, and compliance functions. The response should address:

· Operational reporting structure and frequency

· Types of reports provided (e.g., assets, account activity, service performance, reconciliation, fraud, or exception activity)

· Support for Board meetings and executive reporting

· Data export capabilities and formats

· Data retention practices

· Independent audit coverage (e.g., SOC 1 Type II, SOC 2 Type II or equivalent)

· Business continuity and disaster recovery practices

· Incident response and escalation procedures

· Oversight of subcontractors and third-party service providers

· Ad hoc reporting capabilities available to Program staff

Provide sample reports (redacted if necessary).

21) Describe the Respondent’s approach to managing subcontractors and third-party service providers.

· Identification of all subcontractors and third-party providers supporting the solution, including their services and access to Program Data

· Due diligence, oversight, and accountability for third-party providers, including notification to the Board of material vendor changes

· Security, privacy, and compliance requirements imposed on subcontractors, including requirements applicable to their subcontractors

· Ongoing monitoring of provider performance, service levels, and compliance

· Processes for addressing third-party failures or security incidents, including escalation, Board notification, and continuity or replacement arrangements

· Services performed or Program Data accessed, processed, or stored outside the United States, including locations and associated governance, security, and operational controls

Transition, Implementation, and Program Scalability

22) Describe how the Respondent’s platform and service model supports:

· Program growth and increased account volume

· Regulatory or legislative changes affecting ABLE programs

· Potential structural or operational changes to the Program

23) Provide a transition plan describing the Respondent’s approach to transitioning services to the ABLE United Program.

· Transition-in methodology and timeline

· Data migration, validation, and reconciliation processes

· Testing and quality assurance

· Participant communication strategy

· Transition-out methodology and data transfer capabilities

· Detailed approach to data extraction, validation, and transfer in machine-readable formats

· Timeline and dependencies for full data transition, including historical data

· Controls designed to ensure data integrity during migration and conversion

· Assumptions, limitations, dependencies, or fees associated with transition-out services

Investment Administration, Trading, and Custodial Services

24) Describe the Respondent’s approach to investment processing, daily valuation, and transaction management for ABLE Program investment options.

· Daily valuation (NAV/unit value) methodology and timing

· Pricing sources utilized, including primary, secondary, and override procedures

· Controls designed to ensure pricing accuracy and validation

· Trade execution processes, including timing, batching, and cutoff procedures

· Processing workflows for participant contributions, withdrawals, and exchanges

· Procedures for ensuring same-day versus next-day trade processing accuracy

· Coordination of transaction processing relative to market close and settlement cycles

25) Describe the Respondent’s approach to investment allocation management, portfolio administration, and custodial integration.

· Maintenance of participant-level investment allocations

· Administration of static allocation portfolios

· Administration of age-based or glidepath portfolios

· Automatic rebalancing capabilities and controls

· Processes designed to ensure allocations remain aligned with Program design and Investment Guidelines

· Custodial structure, including use of in-house or third-party custodial services

· Cash movement management and settlement tracking

· Safekeeping and asset verification procedures

· Controls designed to ensure segregation of assets

· Beneficiary-level ownership tracking and protection procedures

26) Describe the Respondent’s reconciliation, accounting support, and investment reporting capabilities.

· Daily cash and position reconciliation processes

· Reconciliation of custodian records to internal books and records

· Reconciliation of unit positions to underlying assets

· Processes for identifying, investigating, and resolving reconciliation discrepancies

· Support for annual audits, SOC 1 and SOC 2 reporting, and financial statement preparation

· Standard investment, accounting, reconciliation, and compliance monitoring reports provided

· Frequency and delivery methods for reporting, including daily, monthly, ad hoc, API, file-based, and dashboard reporting capabilities

· Ability to customize reports and data delivery for ABLE Program-specific requirements

· Investment performance reporting capabilities

Tab 5: VALUE-ADDED SERVICES

Respondent:

1) Describe any Value-Added Services the Respondent proposes that would provide additional operational benefits, efficiencies, participant engagement opportunities, cost savings, innovation, or risk reduction to the Program.

· Innovative services, technologies, or capabilities not specifically required by this ITN

· Operational efficiencies or process improvements

· Enhanced participant engagement or communication capabilities

· Additional customer service features or support channels

· Enhanced reporting, analytics, dashboard, or data visualization capabilities

· AI-enabled tools, automation capabilities, or workflow enhancements

· Fraud prevention, cybersecurity, or risk mitigation enhancements

· Accessibility or inclusive service enhancements

· Investment-related enhancements or additional account features

· Any additional services proposed at no additional cost to the Program

2) Describe the Respondent’s approach to implementing and supporting proposed Value-Added Services.

· Operational or participant benefits associated with each proposed Value-Added Service

· Implementation considerations, dependencies, or required Board approvals

· Estimated implementation timelines

· Any proposed shared savings opportunities, discounts, or pricing incentives

· Any strategic partnerships or third-party relationships supporting the proposed Value-Added Services

· Flexibility of the proposed solution to support future Program enhancements or evolving Program needs

Tab 6: Pricing Schedule

Respondent:

Respondents shall provide a detailed proposed fee schedule for all services described in this ITN. Pricing should be clear, comprehensive, and inclusive of all costs necessary to provide the proposed services.

Respondents are encouraged to provide transparency for the direct and indirect economics, including fees to the Program or participants, asset- or account-based charges, implementation costs, third-party costs, revenue shares, spreads or offsets, escalators, and any other compensation associated with the Program.