Florida EBT Proposal

Transcription

1 Presented to use of manual processing for FAP purchases. FIS will invoke these manual voucher processing procedures and notify the states, retailers, and TPPs, as detailed in Table 7-4, that an outage is occurring and manual procedures are in place. Table 7-4 State Retailers TPPs STAKEHOLDER Notification Methods METHOD FIS Project or Project Manager notifies the State based on the agreed-upon method (emessage [FIS message system], telephone, or other method) and timeframe for notification. FIS places an upfront message on the IVR, which is heard by retailers who call the Customer Service telephone number. FIS uses emessages to notify TPPs of the short-term outage and the fact that manual voucher processing is in effect. Retailers calling the IVR will be able to speak to a CSR to receive a manual voucher authorization. The CSR will inform the retailer of the dollar amount limit, process the voucher, and provide a temporary approval number. Once the authorization system becomes available, FIS Customer Service staff will enter the pre-approved voucher into the system to create a system-generated approval number. The retailer is then contacted with this number so the voucher can be cleared via the POS device, the preferred clearing method. Nontraditional retailers, who do not have access to a POS device, will go to the Merchant Portal or mail the vouchers to FIS for clearing. When the voucher is cleared, the cardholder s balance is debited and the funds are settled to the retailer with the daily transaction settlement according to the retailer s end of day. If a cardholder has insufficient funds to cover a previously approved manual voucher request, the voucher is processed and cleared for the amount of the cardholder s FAP balance, and the retailer is asked to mail the voucher form to FIS for processing. Because the FIS ebtedge System was unavailable and could not verify the balance, FIS will accept liability up to the limit specified in the contract, per cardholder, per outage, even if the cardholder s balance is less than that amount. FIS considers the EBT system unavailable when the retailer s systems and communications are operable, but the FIS ebtedge System is unavailable to authorize transactions due to hardware or software failure or scheduled maintenance. RECOVERY OF CUSTOMERS FIS provides EBT services to multiple EBT projects. However, recovery of the State EBT system will not be delayed due to the recovery of other systems. The specific recovery strategies employed by FIS are based on risk assessments of all business and June 12, ITN 02F12GC1

2 processing facilities. The business impact analysis is conducted by product, platform, function, and service (including customer service level requirements), and in accord with the federal laws and regulations that govern the industry. The timing and order of recovery are prioritized by type of processing, such as authorization database, IVR, or acquiring telecommunications. This high level of service is possible because, for each state, FIS maintains separate databases accessed by separate pathway environments. In addition, the maintenance functions for each project are scheduled to meet the particular needs of that project and, as a result, customers do not compete for processing capacity or processing priority. This configuration is time-tested and will provide exemplary support for the State. BUSINESS CONTINUITY TESTING FIS will test the disaster back-up site and alternate communications routing annually, with component testing occurring monthly. FIS will provide the State with a Business Continuity Testing Status Document describing the testing performed and results achieved. The report will be distributed within 30 calendar days of receipt of the testing results Disasters within the State The Provider shall utilize an on demand inventory of disaster services to respond to disasters within the state and provide services which are contingent upon the size of the affected demographic area, the population and number of cardholders in the affected area, and the availability of telecommunications and electrical service. Our State Disaster Recovery Support Service is a customizable set of procedures that will help the State of Florida handle a wide variety of local natural disasters. Our experience will ensure that your existing cardholders and new applicants affected by a disaster will be able to receive their benefits quickly. Our system is set up to support your Disaster EBT Program, in which EBT cards and benefits are delivered in an emergency. FIS works with the basic assumption that there is sufficient infrastructure available within the retailer community to support EBT as a means for benefit payments. We are confident that if a disaster occurs within the State of Florida, we will be able to provide the services you require for the affected cardholders and new applicants, including the ability to handle increased transactions and distributing cards and benefits to affected disaster areas. This is addressed in the Business Continuation Plan. June 12, ITN 02F12GC1

3 FIS EXPERIENCE WITH DISASTERS IN OUR CUSTOMERS STATES Disaster preparation is of the utmost importance to FIS. As shown in our Business Continuation Plan, we have successfully developed and implemented our State Disaster Recovery Support Service for several states. Examples include: North Carolina Tornadoes & Hurricane Irene On April 16, 2011, a series of violent tornadoes tore through areas of North Carolina and a federal disaster was subsequently declared. As a result, the State invoked their ondemand disaster plan for the first time. FIS responded quickly and produced 19,000 cards for the State. The cards and PINs were shipped by overnight courier directly to the State DSS office for distribution to the affected counties. In late August 2011, Hurricane Irene slammed the east coast of the United States. North Carolina again invoked their on-demand disaster plan. FIS responded by producing 60,000 cards and PINs in less than 10 days, which were shipped to the state for distribution to affected counties. Alabama Tornadoes In April 2011, numerous tornadoes ripped through the State of Alabama. In addition to the 50,000 cards the State had on-hand for in-state disasters, FIS quickly worked with the plastics manufacturer to produce 400,000 additional cards to meet the State s needs. An upfront message was placed on the IVR to guide cardholders to further information regarding disaster benefits. Arkansas Disaster During the spring of 2011, numerous counties in the State of Arkansas were impacted by severe storms, tornadoes, and floods, thus resulting in the declaration of a federal disaster. In an effort to support benefit issuance for these victims, FIS revised our programming to drop-ship cards for the State directly to cardholders and local offices. An upfront message was placed on the IVR to direct cardholders to further information. FIS also provided specialized reporting by disaster incident to the State. June 12, ITN 02F12GC1

4 North Dakota Flooding During February and March 2009, portions of North Dakota were devastated by flooding and a disaster was declared by federal officials. Only two weeks after conversion to the FIS ebtedge System, FIS coordinated emergency card orders for the State, and provided other timely support so the State could provide emergency benefits to their cardholders. Then in 2011, parts of North Dakota were again devastated by major flooding and a disaster was again declared. FIS again supported all of the State s disaster efforts, including increased card distribution, additional benefit authorizations, and increased customer support. Wisconsin Flooding During the summer of 2008, large portions of southeast Wisconsin were repeatedly flooded and a federal disaster area was declared. As a result of inaccurate media coverage, Wisconsin FoodShare cardholders were led to believe that they might be eligible for additional disaster benefits, which generated crowds of people and overwhelmed the state agency offices. To assist the State of Wisconsin address the cardholder claims, and to disseminate accurate information, FIS promptly implemented both upfront IVR and Private Branch Exchange (PBX) announcements that provided cardholder direction and improved call management. FIS Cardholder Customer Service informed cardholders which counties were eligible for disaster benefits, based on information from the Wisconsin web site, as well as explained the application timeframe and application locations. FIS expedited issuance of 4,000 vault cards to the State for emergency over-the-counter issuance. We worked directly with the Wisconsin Grocers Association to identify and maintain a list of stores that were or were not open for business in the affected areas. And, to support the increased level of Wisconsin cardholder calls, FIS Customer Service staffing levels were immediately increased and additional training was provided to ensure that we could provide timely, accurate information. Hurricane Katrina On August 29, 2005, Hurricane Katrina devastated the Gulf Coast region, including four counties in southern Alabama. FIS worked quickly and closely with the State of Alabama to set up case records, issue cards, and add benefits for cardholders affected by the disaster. Within 24 hours of the disaster declaration, FIS added a new benefit type to our system to track benefits made available specifically due to the disaster. To keep cardholders and retailers informed of the most recent status of EBT benefits, frequent updates were provided on the automated Customer Service line. Cardholder Customer Service immediately increased CSR staffing levels and trained a special group of CSRs to handle the increase in calls from Alabama cardholders. We adjusted our Customer Service procedures to comply with the FNS waiver that allowed cardholders to access their SNAP benefits without presenting their EBT card when performing a manual transaction. We communicated FNS regulation changes during the disaster to third-party processors and EBT-only retailers. June 12, ITN 02F12GC1

5 Hurricane Ivan On September 21, 2004, Hurricane Ivan devastated twelve counties in southern Alabama, as well as the coastal regions of other states. When Alabama was declared a disaster area, FIS responded quickly to provide additional EBT benefits (double the regular amount) so that cardholders could purchase food or replace food spoiled due to lack of electricity and refrigeration. To keep cardholders informed of the most recent status of EBT benefits, frequent updates were provided on the automated Customer Service line. Cardholder Customer Service immediately added the trained staff, as well as other onsite FIS staff when necessary, to keep up with the 24/7 deluge of questions and to meet the predefined service level requirements. To expedite recovery, 25,000 Alabama EBT cards were available in state offices to provide to victims who had lost their cards during the hurricane, or who needed to apply for first-time benefits after the disaster struck. State officials were in constant contact with FIS to assist in the coordination of card distribution, generation of reports, and authorization of disaster benefits. Because disaster benefits were assigned a unique benefit group and type, clear tracking of disaster benefit authorizations was provided on standard system reports. Hurricane Isabel In September 2003, as Hurricane Isabel approached the east coast, FNS advised the State of New Jersey to put procedures in place in case of a disaster. The fourth quarter vault card order was expedited and the shipment arrived in the State prior to the hurricane. The State of New Jersey also requested that a POS PIN select device be installed in the State office so they could issue cards from that location, if needed. FIS responded immediately and our technician installed the equipment at the State office within 24 hours of the request. Power Outage Leads to Loss of Food Supplies On August 14, 2003, Hudson County (New Jersey) experienced a blackout due to a power outage that affected the upper east coast. Many cardholders suffered a loss of food supplies during this time. The State of New Jersey issued replacement benefits to compensate for the loss. FIS accepted, supported, and processed the additional benefit issuance for approximately 21,000 cardholders. Natural Disaster Recovery On July 29, 2003, the State of Tennessee invoked its Disaster Recovery Support Services for Shelby County, which experienced lengthy power outages due to severe storms. The State coordinated the transmission of all new cardholders and all disaster benefits through their standard batch maintenance files. Approximately 10,000 existing cardholders and 10,000 new cardholders were issued disaster recovery benefits. June 12, ITN 02F12GC1

6 As expected, there was a peak in cardholder calls to the Customer Service Center as a result of the disaster situation being declared. FIS Cardholder Customer Service effectively and efficiently handled all calls to assist the impacted citizens. FIS incorporated the Tennessee Disaster Support Services into its Customer Service Online Information Guide to ensure that all CSRs were informed about the State s disaster procedures and could handle calls from cardholders accurately and empathetically. Cardholder CSRs followed the State s instructions and directed new cardholders to the State s Memphis office to pick up their EBT disaster cards for immediate use. The State of Tennessee also relied on FIS system reports. Because disaster benefits were assigned a unique benefit group and type, clear tracking of disaster benefit authorizations was provided on standard system reports Cardholder Support Services The Provider must have the capability to override assigned deposit dates on recurring benefits and immediately post benefits by county/service site code and/or zip code upon department authorization The Provider must receive and process separate, identifiable files of replacement benefits for deposit to cardholder accounts The Provider shall increase Customer Service support for cardholders and retailers as needed to cover unanticipated high call volumes. The Provider s customer service system shall be able to identify callers in disaster designated areas The Provider shall express mail disaster EBT cards to designated locations. The department also requires the Provider to support drop-shipment of boxes of disaster cards and materials to specified locations if needed In the event of a disaster, FIS will provide the State with the following cardholder support services, which are all standard features of the FIS system: Ability to override assigned deposit dates on recurring benefits and immediately post benefits by county/service site code and/or zip code, upon authorization by the Department Ability to receive and process separate, identifiable files of replacement benefits for deposit to cardholder accounts Increased Customer Service support for cardholders and retailers as needed to cover unanticipated high call volumes, and ability to identify callers in disaster designated areas through the customer service system Express mail and/or drop-ship disaster EBT cards and materials to designated locations FIS is proposing to produce and ship cards from our St. Petersburg, Florida card processing facility. This will ensure exceptionally swift and efficient delivery of cards for Florida residents affected by a disaster. In the event that FIS Card Services in St. Petersburg, Florida is also affected by the disaster, FIS also has back-up card processing locations in both Romeoville, Illinois and San Antonio, Texas. Both of these back-up June 12, ITN 02F12GC1

7 locations can and will meet all standard card and disaster card processing levels if the need arises to use them Retailer Support Service After a disaster has occurred, the Provider must provide reporting on operational redemption points in the affected area to determine the level of benefit accessibility. The Customer Service Center shall be provided with regularly updated benefit access point information during the disaster period The Provider shall maintain a bulk supply of manual transaction vouchers for distribution to retailers disaster events. Providers shall provide alternative methods for retailers to complete purchase transactions if the retailers are unable to obtain authorization The Provider must provide the same scope of services for Retailer Customer Service as specified for Cardholder Customer Service above In the event of a disaster, FIS will provide the State with the following retailer support services, which are all standard features of the FIS system: Provide reporting on redemptions in the affected area to determine the level of benefit accessibility. The Customer Service Center will be provided with regularly updated benefit access point information during the disaster period. Maintain a bulk supply of manual transaction vouchers for distribution to retailers disaster events. Retailers will have alternate methods to complete purchase transactions as described in Section , Provider s System Recovery. Increased Customer Service support for retailers as needed to cover unanticipated high call volumes, and ability to identify callers in disaster designated areas through the customer service system EBT Administrative System Disaster Support The Provider shall support disaster account set-up and benefit issuance though an Administrative System application, see Section The department shall have the capability to set up an account, issue a benefit and issue a card with preassigned PAN and PIN real-time for immediate benefit access. Providers shall provide a description of their solution available to meet this requirement for both food assistance and cash disaster benefits. Accounts created must be able to be accessed for inquiry and have history maintained on the EBT Administrative System. Benefits issued by this method must have unique benefit identifiers for tracking, reconciliation, and reporting purposes. The functionality shall provide a duplicate participation check against the current cardholder history database. Disaster account set-up and benefit issuance transactions performed by users shall be reported on an audit report by user ID. Expungement shall occur by parameter Providers shall maintain an inventory of special disaster card stock for circumstances where direct entry into EBT Administrative System for disaster account set-up and benefit authorization must occur. Current card stock for this purpose is held by and may be obtained from the current EBT service Provider. These disaster cards are assigned a unique PAN. These special disaster cards shall have pre-assigned PINs The Provider shall provide a unique user profile for disaster account set-up and benefit authorization functions on the Administrative System application. Food For Florida Disaster Support The basics of the FIS Adminstrative system is to do online real-time Adds/Updates/Cancellations of Account and benefit records. This basics are utilized to support disaster account set-up and benefit issuance through our webadmin, Web-based June 12, ITN 02F12GC1

8 administrative terminal application, described in Section 2.1.2, EBT Administrative System. The FIS system is designed to be used anywhere the user can get an Internet connection. During a disaster this becomes very important.the State personnel will establish an Account, add benefits and issue cards to client in real-time. The FIS solution handles the State desired the method of issuancing pre-assigned card number and Pre-selected PINS. If the State should desire other options, FIS is already setup to handle most other scenarios. The FIS solution will issue benefits authorizations with a unique number scheme to keep the disaster issued benefits identifiable from normal benefit issuance. The FIS system can at the State s desire provide a duplicate participation check against the current cardholder history database. All activity done via the Administrative terminal is reported on the Admin Activity report, along with the Authorization reports, by user id and timestamped. Since the FIS Administrative functionality is controlled by easy to use security roles and permissions the State can predefine profiles specific to disaster services and assign the profiles to existing Staff User-Ids, only when needed and then remove them just as quickly, or establish special User-Ids to be issued only in disaster situations. FIS also supports other disaster solutions that the State may wish to utilize if connectivity for Administrative issuance is not an option within the disaster area. We will be happy to discuss alternatives to disaster card processing during contract negotiations and requirements review. DISASTER CARD STOCK FIS will maintain an inventory of special disaster card stock for circumstances where direct entry into the EBT Administrative System for disaster account set-up and benefit authorization must occur. We understand that current disaster card stock is held by and may be obtained from the current EBT service provider. We further understand that these cards are assigned a unique PAN and shall have a pre-assigned PIN. FIS can support a number of additional options for Disaster services, from holding all of the disaster stock at FIS facilities and distributed as needed to disaster locations, drop shipping of disaster cards in bulk, Alternative mail address shipping to clients, Alternative mailing of cards to near by local offices for client pickup, to on State fully or partially held disaster stock. June 12, ITN 02F12GC1

9 Disaster FAP Support (Food For Florida) The Provider shall maintain a supply of 1,000,000 disaster cards to be available to support a Disaster Food Assistance Program (Food For Florida) Two hundred thousand (200,000) vault cards must be readily available for shipment to the department within 24 hours of request with the remaining 800,000 cards ready for increments of 100,000 cards per shipment within five (5) days from the date of request. If compromised in any way during shipment and distribution, the Provider must deactivate the card numbers within the compromised shipment immediately. The cards must be embossed with a unique 16 digit disaster PAN that begins with Florida s BIN The seventh digit for on-site issued cards shall be 9 (nine) Cards for on-site issuance will have Food for Florida embossed on the front and no name Mailed cards will have the cardholder s name and Food for Florida embossed on the front English, Spanish, and Haitian Creole language training materials must be provided. English and Spanish must be enclosed in each box of cards shipped to the State. Haitian Creole shall be available in bulk for shipment in quantities to sites to be designated. Printed materials shall contain information specific to the use of the disaster cards in addition to regular training and use information used in regular card issuance PIN selection for mailed disaster cards is the same as for regular cards through the EBT Customer Service ARU Cards issued on-site must support parameter driven PIN assignment for these options: PIN = last four digits of the case number; PIN = last 4 digits of the card number; PIN = birth month & year; and PIN = birth month & day; PIN 9 12 digits of card number. The PIN parameters are specified in the State Interface File Layouts On-site cards shall have manifests produced and included with each box of card inventory. The manifests shall have two removable stickers with the card number and the corresponding bar code on them for each card listed on the manifest. The cards shall be in sequential order with the two removable stickers, space for the cardholder s signature and date, and space for the disaster staff s initials. Two sets of manifests must accompany each box of cards Batch file processing will normally occur after close of business with the regular nightly batch file processing cycle unless more frequent or off cycle file transmissions are required and agreed upon by the department and the Provider Disaster Benefit expungement periods may be less than 365 days, therefore disaster benefit expungement needs to occur in a separate expungement cycle that s parameter driven by a defined number of days TRANSACTION DESCRIPTION CARD ISSUANCE METHOD TYPE CODE FSCCFSDD Food For Florida Demographics for Drop-ship Cards Mailed cards/drop ship FSDDMAIL Food For Florida Disaster Demographics for On Site Cards On site & mail FLFSBEEF Food For Florida Disaster Benefits NA FLFSBERP FAP Disaster Replacement Benefits NA FIS acknowledges and has the ability to support the following disaster requirements: Maintain a supply of 1,000,000 disaster cards to be available to support a Disaster FAP. Maintain 200,000 vault cards readily available for shipment to the Department within 24 hours of request, with the remaining 800,000 cards ready to be shipped in increments of 100,000 cards per shipment within five (5) days from the date of the request. Immediately deactivate card numbers contained in a shipment that has been compromised in any way during shipment and distribution. Emboss cards with a unique 16 digit disaster PAN that begins with Florida s BIN The seventh digit for on-site issued cards will be 9 (nine). Emboss cards for on-site issuance with Food for Florida on the front and no name. June 12, ITN 02F12GC1

10 Presented to Emboss cardholder s name and Food for Florida on the front of mailed cards. Provide training materials in English, Spanish and Haitian Creole languages. English and Spanish will be enclosed in each box of cards shipped to the State. Haitian Creole will be available in bulk for shipment to sites to be designated. Printed materials will contain information specific to the use of the disaster cards, in addition to normal training and use information provided for regular card issuance. PIN selection for mailed disaster cards will be the same as for regular cards, through the Customer Service IVR. Cards issued on-site will support these parameter-driven PIN options: PIN = last four digits of the case number PIN = last four digits of the card number PIN = birth month and year PIN = birth month and day PIN = digits 9 12 of the card number Two sets of manifests will be included in each box of card inventory shipped to the State. Manifests will have two removable stickers with the card number and corresponding bar code for each card listed on the manifest. Cards will be in sequential order with space for the cardholder s signature and date, and space for the disaster staff s initials. Batch file processing will normally occur after the close of business with the regular nightly batch file processing cycle unless more frequent or off cycle file transmissions are required and agreed upon by the Department and FIS. Disaster benefit expungement may need to occur in a separate, parameter-driven expungement cycle defined by a number of days to accommodate disaster benefit expungement periods of less than 365 days Disaster Benefit Reporting The Provider shall report authorization, issuance, expungement, drawdown, and other information for disaster benefits separately using the unique benefit type code assigned by the State for tracking and reporting. Production of disaster reports shall be invoked by the department as needed. The minimum required disaster reports are provided in Exhibit C, Reports. Other ad-hoc reporting may be required by the Department or at the request of USDA-FNS. FIS will report authorization, issuance, expungement, drawdown, and other required information for disaster benefits separately, using the unique benefit type code assigned by the State for tracking and reporting. We understand production of disaster reports will be invoked by the Department as needed. We have reviewed the reports provided in ITN Exhibit C, containing the minimum requirements for disaster reports, and will create these reports during system development so they can be provided to the State during a disaster. We will also provide ad-hoc reports as required by the Department or at the request of USDA-FNS. June 12, ITN 02F12GC1

11 Interstate (aka Buddy State ) Disaster Recovery Support Services The Provider shall support the State in collaboration with other states and Federal agencies to provide Buddy State disaster recovery services as may be agreed upon between the governmental parties. Buddy State Disaster Recovery Support Services are defined as agreed upon assistance by a state or states for another state or multiple states severely impacted by a disaster. The menu of support services may include, but is not limited to: Personnel support, onsite or virtual Communications support Technical/equipment support Card issuance Data matches Reporting Generic interface files were cooperatively developed by the EBT service Providers and the states for use in interstate and across EBT service Providers as needed. The Provider shall provide and be able to accept the generic interface files. The PIN parameters are specified in the State Interface File Layouts. FIS staff have been a part of the Disaster Services Workgroup (formerly the Buddy State Workgroup ), since its inception. We understand the states desire to continue providing benefits to their clients, even in the event of a disaster, and even when it means working with another state or states for assistance. FIS will support the State in collaboration with other states and federal agencies to provide Buddy State disaster recovery services as agreed upon between the governmental parties. We understand this support may include, but is not limited to: Personnel support, whether on-site or virtual Communications support Technical/equipment support Card issuance Data matches Reporting FIS will provide and accept the generic interface files cooperatively developed by the EBT service providers and states for use in supporting Buddy State disaster recovery Customer Service Customer service functions shall be provided by 24x7 toll free numbers and internet web site access. Requirements in this section apply to both telephone and internet customer services, as appropriate. FIS understands that, when it comes to our Customer Service offering, our customers want and expect easy access, understandable IVR functions, prompt responses, and to reach a human being when necessary. We realize that the cornerstones of excellent customer service are a simple, reliable IVR system, knowledgeable CSRs, and secure, feature-rich Internet portals. FIS CSRs and IVR system allow us to offer Florida EBT June 12, ITN 02F12GC1

12 Presented to cardholders and retailers just that: easy access, understandable functions, prompt responses, and compassionate support from our CSRs. Never Compromise. Customer Service FIS Customer Service High Points CSRs provide quick, accurate, and consistent responses to cardholder inquiries 24/7. Department staff can conduct call monitoring sessions to ensure satisfaction with our customer service. The State receives comprehensive monthly customer service reports enabling you to monitor our customer service performance. Department staff have their own support center, a single point of contact for timely, concise, and accurate answers to questions and problem resolution for all programs. Over 7.4 million calls a month are successfully handled by our cardholder and retailer toll-free numbers. In addition to our cardholder and retailer help desks, FIS will provide Florida EBT cardholders and EBT-only retailers access to their account information via the Internet at This safe, secure, encrypted, and easy-to-use web site allows additional self-service opportunities for many of our end-point users. The Web-based Merchant Portal also provides EBT-only retailers online access to information pertinent to doing business with FIS. This section describes all of our Customer Service offerings, including our innovative State Support Services Cardholder Customer Service The Provider shall support customer service for EBT cardholders as follows: The Provider shall provide Cardholder Customer Service twenty-four (24) hours a day, seven (7) days per week, the purpose of which is to provide current EBT account and benefit access information via a toll-free, number that is designated by the Department and a cardholder services website The Provider shall provide automated voice response functionality The Provider shall locate all customer service call center locations relevant to services within the United States. The Department prefers to keep the same toll free numbers, if possible. Services shall be provided in English and Spanish The Provider shall provide customer assistance that meets or exceeds the following service requirements: Performance Standards regarding number of rings prior to answer and average time on hold shall be consistent with Performance Standards identified in Exhibit D The Provider shall provide ARU and Customer Service activity data in form and frequency approved by the Department TDD capability shall be available to cardholders with hearing disabilities Help desk access and support for cardholders using non-touchtone phones or experiencing difficulty with web site access The Provider shall provide a direct ARU or messaging route to a CSR June 12, ITN 02F12GC1

13 The Provider s Cardholder Customer Service shall support the following functions: Report a Lost/Stolen/Damaged Card or the Non-receipt of a Card - the caller s identity shall be confirmed prior to disabling or replacing a card. Prior to replacing a card, the cardholder s address shall be confirmed Current Balance Inquiry - Current Balance shall provide real-time account balance information Transaction History - Transaction History shall provide information about the last ten (10) transactions by benefit program, i.e., transaction number, amount, date. If requested by the cardholder, deposit history shall also be provided by benefit program Account History - Account History shall enable a caller to request a two (2) month statement of account history by account type to be mailed to the last known cardholder address within two (2) business days PIN Selection/Change - PIN selection/change requirements shall be consistent with the requirements outlined in Section relative to cardholder selection of PIN Benefit Access/Service Points - Callers shall be given information about POS/ATM site locations where benefits may be accessed. Report Unauthorized Card Use - Callers shall be transferred to a CSR for assistance in reporting unauthorized card use Benefit Availability Date - Callers shall be given the date recurring benefits will be deposited based on the issuance schedule supplied by the Department Last Benefit Deposit - Callers shall be provided the date and amount of their last deposit. Cardholder Notifications-The Provider shall provide notification of benefit deposits and pending adjustments or other account actions utilizing messaging technology or other State approved method of contact. Customer Service Representatives (CSRs) - The Provider shall provide CSRs to resolve cardholder issues that cannot be resolved by the ARU Language Assistance - ARU and CSR support in both English and Spanish Address update Address updates will be completed to expedite mailing of replacement cards Telephone number update Telephone number updates will be accepted to support electronic messaging Claims support Cardholders are offered assistance to file a claim on a balance discrepancy or obtain claim status information Positive Identification Cardholders must have positive identification established prior to receipt of services by two or more demographics data criteria. Account Pass Code Secure feature Cardholders may select a pass code for their EBT Accounts to provide additional security and identification confirmation. Cardholders with account passwords must have the pass code used for identification when receiving services at customer service The Department reserves the right to review and approve the transaction flow and content of all ARU messages, prompts, customer service scripts and web pages. Any changes to the approved ARU transaction flow, messages, prompt, customer service scripts and web pages shall be provided to the Department a minimum of thirty (30) days prior to their implementation. For calls originating from payphones, the Department will pay the Provider the lower of: 1) the actual amount charged by the payphone owner or 2) the Federal Communications Commission (FCC) approved rate. The payment will represent a pass through of costs borne by the Provider; therefore related cost is not required for this service. FIS has been providing high quality customer service to its EFT customers regional networks and financial institutions and we capitalized on that experience when we established our EBT Customer Service Center (CSC) in Since that time, we have successfully provided a full array of call center services for EBT cardholders, participating retailers, and State/county personnel. FIS is a recognized leader in providing EBT services and consistently provides the highest quality customer service in the industry. Since 1992, we have provided Cardholder Customer Service for 26 EBT projects. June 12, ITN 02F12GC1

14 Washington D.C. San Bernardino County San Diego County Figure 7-43 States for which FIS has provided EBT Cardholder Customer Service FIS is dedicated to providing enhancements to customer service, and we continually strive to improve cardholder and retailer experiences using our systems. In the past 4 years, we have added Web self-service, call monitoring and recording tools, and workforce management and scheduling tools to enhance our customer service offerings. Our proven track record and our extensive experience enable us to offer Florida cardholders and retailers a feature-rich, toll-free 24/7 Customer Service Center, using a bilingual IVR system and knowledgeable bilingual CSRs, to meet their EBT account and benefit access information needs. U.S.-BASED CALL CENTER All EBT customer service calls will be answered by CSRs in the United States. Florida cardholders and retailers will be supported in fully-redundant locations in Milwaukee, Wisconsin and Tuscaloosa, Alabama. Calls to State Support Services will also be answered at a facility in Milwaukee, Wisconsin. FIS will ensure that the cardholder and retailer toll-free telephone numbers will continue to be the same numbers used by Florida cardholders and retailers today. June 12, ITN 02F12GC1

15 Presented to The combined functionality of our IVR and Cardholder Help Desk enables us to meet or exceed all customer service functional requirements (standards) as outlined in the ITN: Operates 24/7/365 Assistance available in English and Spanish (and other languages as requested by the State) Toll-free access without charge or fee to the cardholders Used exclusively for EBT Customer support Operated and staffed in an industry standard manner Automated voice response functionality (IVR) TDD capability for cardholders with hearing disabilities Help desk access and support for cardholders using rotary phones Help desk access and support for cardholders experiencing difficulty with web site access. Full array of functionality, including current and historical account information, PIN change, and card replacement Real-time account balance IVR and CSC activity data reports Our comprehensive experience in operating EBT CSCs has provided FIS with a unique knowledge of how to cost-effectively manage this critical function for cardholders and retailers, while meeting the performance standard requirements of the State. Although other vendors may meet the customer service and performance requirements of this ITN, FIS commitment to cardholder and retailer satisfaction sets our call centers apart from our competitors. SERVICE REQUIREMENTS FIS ensures that through our technical design, resource allocation and staffing, each cardholder customer service call will be answered in accordance with the Performance Standards required in this ITN. FIS CSCs are operated and staffed in an industrystandard manner. Drawing on our extensive experience in sizing and projecting system requirements to meet user needs, FIS is fully prepared to meet or exceed the monthly performance standards for the State s EBT Project as provided in Table 7-5 below. The calculations will be based upon the caller reaching a person who could help, and not a referral or physical placement on hold. June 12, ITN 02F12GC1

16 Table 7-5 Customer Service Performance Standards PERFORMANCE MEASURE DESCRIPTION SERVICE LEVEL Calls answered in < 25 seconds Calls answered in < 2 minutes Percentage of calls answered within 4 rings (25 seconds) measured over a three (3) month period. IVR measured statistic. Percentage of calls answered within 2 minutes measured over a three (3) month period. CSR measured statistic; includes calls unanswered due to abandonment after two (2) minutes. Not less than 85% Not less than 97% We know that customer service is about people. Our CSRs focus attention on customer relationships, courtesy, and proper call techniques, as well as providing quick and accurate responses to callers. Our account management and call center management Although other vendors may meet the customer service and performance requirements of this ITN, FIS commitment to customer satisfaction sets our call centers apart from our competitors. will work closely with the State of Florida to develop and implement solutions that improve customer service throughout the life of the contract. FIS understands the vital importance of maintaining system integrity, managing security access and protecting the confidentiality of transaction data. FIS, being a leader in the field of transaction processing, offers robust system security protection that meets or exceeds federal and State mandates for system access and audit control. In the sections below, we discuss how FIS Customer Service Centers are designed and staffed to meet the service requirements for EBT customers. Staffing Plan To ensure that the most effective resource management techniques are used in our call centers today, FIS uses state-of-the-art IEX Software, Inc. Workforce Management and Performance Optimization Software for forecasting and scheduling. This software is designed for optimizing processes in our call centers, such as complex forecasting, scheduling, trending, and analyzing problems. It enables robust forecasting and scheduling functionality for our multisite call centers, provides workforce management capabilities, delivers enhanced employee and call center management tools, and integrates skill-based scheduling. By using IEX Software, Inc. we facilitate the transfer of information across our business to ensure enhanced productivity at all of our call center locations. Our staffing plan for each month is based on the actual call volume from the previous six months. Call volume is further analyzed by day and by half-hour intervals. The number of CSRs needed per hour is based upon the daily and interval statistics obtained. June 12, ITN 02F12GC1

17 Additional data elements considered are the average talk-time and the amount of aftercall work necessary and planned percentage of shrinkage (vacation, anticipated sick time, etc.) factoring in to the staffing plan. These statistics are used to determine the number of CSRs required to handle the projected call volume. Finally, the projected call volume and staffing plan is reviewed weekly to ensure the plans are in line to meet expected service-level requirements. Our monthly staffing plan also ensures that a sufficient number of English- and Spanishspeaking CSRs are available to meet required performance standards for all of our EBT projects. Additionally, we factor in the number of non-english and non-spanish speaking callers who may require access to a translation service. Compliance Monitoring The FIS call center management team monitors call volumes in half-hour intervals to ensure the State s performance standards are being met. The FIS call center management team is equipped with an application called CMS Centerview Supervisor. This software works in conjunction with our automatic call distributor to route callers to CSRs waiting to service cardholder calls. The CMS software enables the call center management team to monitor real-time calls and staff balancing. With the CMS software, the call center team is able to manage real-time adherence to service levels and increased call fluctuations as they are happening. The FIS call center management team uses various reports captured in CMS to analyze peak volumes, staffing needs and special events during the day. These reports are captured in intervals of 30 minutes, which enables the team to manage hourly staffing. Individual CSR statistics are also reviewed daily to ensure that each CSR is meeting the adherence and compliance requirements of our internal service levels. Daily review of the business needs demonstrates our commitment to our customers and your cardholders in meeting the State s service level performance standards. Quality Control At FIS, we focus on providing excellent cardholder service. We maintain quality control processes to ensure that your cardholders consistently receive the highest quality of service from our CSRs. Our quality assurance program consists of monitoring, observing, and coaching all members of the customer service team to ensure processes and procedures are being followed. Performance monitoring is a regular and ongoing event for our CSRs. Typically, 2 to 4 calls per week are monitored for each CSR. Our call center has implemented state-of-the-art software, NICE Systems Inc., which records and analyzes interactions between CSRs and cardholders. NICE records the call June 12, ITN 02F12GC1

18 as well as the corresponding data entry and screen navigation performed by the CSR. These recordings can be used to observe and evaluate CSR performance, refine business processes, and provide timely feedback to our CSRs. Using NICE, CSRs can listen to the playback of the call and evaluate the cardholder s contact experience. The CSR s performance, as measured through supervisor observation, forms the basis for follow-up training and evaluation. Follow-up training and testing are targeted to an individual CSR s skills and needs to ensure that the process is continuous. Our CSRs will be held accountable for providing best-in-class service to your EBT cardholders. We encourage State personnel to join our monitoring sessions. We will listen carefully to your feedback and ideas to improve service. As a result of state monitoring, innovative updates to our standard practices are formulated and implemented to further improve customer service. We will work with the State of Florida to arrange monitoring sessions that allow State personnel to listen to calls remotely and in a real-time manner. IVR and Customer Service Activity Data The Customer Service Report provides the State with a complete picture of the effectiveness of FIS customer service functions. Using the detail, summary, and trend data, the State can easily monitor overall performance and understand the level of service FIS is providing to Florida cardholders and retailers. The customer service data that we provide to the Department are outlined below. Customer Call Statistics (Cardholder IVR and CSC) sections list data for the month by calls offered, calls answered, calls abandoned, percentage of calls abandoned, average time in IVR, average speed answered, and average speed to abandon. This section also reports CSR call types (and will include both the primary and secondary, if any, reason for the call), such as lost or stolen card, balance given, or transaction history request. Historical Monthly Summary lists the current month and the previous 11 months of IVR and CSR call totals. Totals are provided for calls, calls answered, percentage of calls answered, calls abandoned, percentage of calls abandoned, calls busy, percentage of calls busy, average call length, average speed of answer, and average speed to abandon. Cardholder Service Level lists all required performance level statistics for the current month and indicates whether or not we met the SLA. FIS will work with the State to identify the form and frequency of these reports to meet your requirements. June 12, ITN 02F12GC1

19 TDD Capability Florida cardholders with hearing impairments are able to reach and communicate with the Customer Service Center using the State s own TDD relay service toll-free telephone number. FIS training for CSRs includes a module devoted to understanding the needs of cardholders using a TDD system, and how to handle TDD calls to effectively meet each caller s needs. Rotary Phones FIS provides Help Desk access and support for cardholders and retailers using rotary telephones. All calls to the toll-free customer service number are initially answered by a user-friendly IVR system. Callers unable to enter their account numbers and/or PINs correctly and callers requiring special assistance are transferred to our CSRs, who are fully knowledgeable about the FIS ebtedge System s operation and who have been trained in customer service/satisfaction techniques. Website Assistance FIS provides Help Desk access and support for cardholders experiencing difficulty with web site access. The Cardholder can click the trouble logging in? link on the login page and quickly locate the Florida Customer Service number. Within the IVR, the Cardholder may then choose the option to speak with a CSR, who will help the Cardholder identify and resolve the problem. Help Line Languages FIS offers Help Line assistance to meet the needs of all Florida cardholders, without restriction to language. FIS Customer Service IVRs and CSR assistance, for both retailers and cardholders, are available in English and Spanish. Should a caller require assistance in other languages, FIS will use Language Line Services for translation services. FIS uses Language Line Services in several of our EBT states today, and it has proven to be a successful method of communication, allowing non-english speaking cardholders to obtain the assistance they need in a timely manner. The services provided by Language Line allow for translation in 150 different languages, and has successfully met the needs of many states. Access Control FIS will provide access control to information obtained through the IVR and CSC. Cardholders must enter their card number (PAN) to obtain current balance or transaction information within the IVR. Other identification items such as date of birth, Social Security Number, and optional password, described below, will be used to select or change a PIN within the IVR. If a card number is not entered, or if a caller chooses certain options after hearing the card balance, the caller will be routed to a CSR who verifies the caller s identity, using parameters and information provided by the State, prior to providing account information. June 12, ITN 02F12GC1

20 FIS Governance and Risk policies ensure that all employees receive FIS security training upon initial employment and on a yearly basis thereafter. Additionally, in the training program created by call center trainers specifically for our CSRs, we reemphasize the importance of confidentiality of cardholder information. IVR FUNCTIONAL REQUIREMENTS Our feature-rich customer service IVR is easy for cardholders to use and provides all of the functionality required by the Department. Our IVR functionality is available in English and Spanish. All IVR functions end with the ability to select other menu choices, including speaking to a CSR. For security purposes, the IVR prompts the cardholder to provide adequate verification of identity before any account access or activity. Identity will be established through parameters chosen by the State, such as SSN and/or DOB, and optional password if one is chosen by the cardholder. If the cardholder requires assistance, or their activation attempt is unsuccessful, our friendly, experienced bilingual CSRs are available 24/7. Table 7-6 describes the functionality of the FIS cardholder IVR. Table 7-6 FUNCTION Card Activation PIN Selection/PIN Change Current Account Balance Transaction History [Includes Last Benefit Deposit] Account History Benefit Access/ Service Points Report Unauthorized Card Use or IVR Functions DESCRIPTION Cardholders can activate their EBT card by selecting a PIN through electronic verification of identity. IVR will automatically prompt the cardholder to activate the card if the card is not already active. Once completed, IVR will indicate if activation was successful. IVR confirms cardholder s identity using criteria established by the State. Cardholders are able to use the IVR 24/7 to select or change their PIN. Cardholders can obtain their current (real-time) balance through the IVR by entering their card number (PAN). Provides cardholder with amount and date of last 10 transactions, credits and debits, within the last 60 days by type, by program, amount and date, including the transaction number. The transaction information is given in chronological order with the most recent transaction first. Cardholders can select an option to receive a two (2) month account history statement by program mailed to the last known cardholder address within two (2) business days. The caller will be transferred to a CSR who, upon verifying the cardholder s identity and address, will process the request. Cardholders will be transferred to a CSR who will provide information about POS/ATM site locations where the cardholder s benefits may be accessed. Immediately transfers to a CSR to initiate an adjustment request or report unauthorized card use. CSR obtains specific information needed for adjustment from cardholder, and June 12, ITN 02F12GC1

21 Presented to Table 7-6 FUNCTION Adjustment Request IVR Functions DESCRIPTION provides information to FIS claims adjustment area which could result in a credit to the cardholder s account. Benefit Availability Schedule Reports of Lost/Stolen/Damaged Cards, or Card Not Received Customer Service Representative General Information Cardholders can hear the standard benefit issuance schedule via a recorded message in the IVR based on the issuance schedule supplied by the Department. Immediately transfers cardholder to a CSR for card cancellation requests and replacement procedures. Caller s identity is confirmed using parameters established by the State prior to card cancellation. Cardholder s address within the system is verified prior to card replacement. Cardholders may select to speak directly with a CSR; prompt is heard immediately following language selection. Cardholder will be automatically transferred to a CSR upon selection of this option. Our cardholder IVR has a high satisfaction rate. On average, 95% of callers are able to get the help they need or the answer they are looking for without waiting to speak with a CSR. This high satisfaction rate means that cardholders like the system and find it an easy and quick way to get help. Florida cardholders will have the benefit of a userfriendly system that works and our dedication to working with the Department to implement new IVR functions and state-specific messages. IVR Opting Out to a CSR All calls using the FIS toll-free customer service number are initially answered by our IVR. The first prompt the caller hears is the language prompt. The caller may press 1 for instructions in English or 2 for instructions in Spanish. After the caller responds to the language prompt, the IVR asks for the card number. If the cardholder does not enter a card number, the IVR asks if they are calling regarding a lost, stolen, or damaged card. When the cardholder provides the PAN and the required demographic information needed to establish identity, they hear their real-time account balance, and are then prompted to choose another option. If the caller is having trouble entering a keyed response, the call is routed to a CSR for assistance. The selection of any of these options transfers the call to a CSR: Lost, stolen, or damaged card Card or PIN issues Request transaction statement POS disputes Report fraudulent or unauthorized card use June 12, ITN 02F12GC1

22 CSR FUNCTIONS We monitor and maintain English- and Spanish-speaking CSR capacity sufficient to meet the contractual service standards for cardholder calls referred to a CSR in all our EBT projects. Calls referred to the Customer Service Center are answered by highly trained, and efficient CSRs who assist cardholders with issues that cannot be resolved by the IVR, including reports of lost, stolen, or damaged cards and adjustment requests. We will provide the State of Florida a talented pool of individuals who are dedicated to providing quality customer service. CSRs use proven problem-resolution procedures to identify and resolve all types of problems and respond to all concerns in a timely and efficient manner. Using ADMIN, CSRs have access to a wealth of detailed information about a cardholder s account, such as real-time benefit balance, when and where each transaction was performed, which terminal processed a transaction, and the time of day the transaction was processed. Our CSRs also use the state-specific Online Information Guide, a comprehensive, statespecific, online manual, to ensure quick and accurate responses to callers. Trained CSRs will answer questions and provide guidance efficiently and courteously. Our CSRs receive overall training about the EBT program and are able to respond to general inquiries from cardholders, such as the items that can be purchased with FAP benefits, where a cardholder can use their card within the State of Florida and in other states, how to find the address or telephone number of the local office, and benefit availability dates. CSRs also receive training to help them understand when it is appropriate to refer the cardholder to the local office. FIS will work closely with Department staff to add information to the Online Information Guide, such as the address and telephone number of local offices, which enables our CSRs to increase the number of questions they can answer. Working together with the Department to identify these opportunities, FIS can reduce the number of callers referred to local offices for assistance. Online Information Guide The Online Information Guide, a state-specific, browser-based manual detailing callhandling procedures for EBT CSRs, is an FIS-unique tool developed by us to ensure accurate, complete, and efficient training of CSRs. FIS organized and developed the Online Information Guide by compiling Frequently Asked Questions (FAQs) and by documenting state-specific call handling procedures, escalation procedures, and call center tools. While developed as a training tool, the Online Information Guide has expanded and is now also used by CSRs as a reference source for each call, to ensure quick, accurate, and consistent responses to cardholder inquiries. June 12, ITN 02F12GC1

23 The Online Information Guide uses a point-and-click format via an internal web site that makes information readily available to the CSR when a cardholder calls. In addition to providing facts about Florida s EBT program, the Online Information Guide will contain problem resolution scripting and procedures. Problem scripting ensures consistent delivery among CSRs, and guarantees that the CSR obtains all of the information needed to fulfill a request. Figure 7-44 shows a sample Online Information Guide page that defines the procedures for disabling a cardholder s card. EBT Statusing a Card Note to CSR: A primary cardholder may cancel the alternate s card, but the alternate cannot cancel a primary s card. 1. Go to the Card screen. 2. If address is not correct, status the card as Bad Address. Tell Cardholder: I can cancel your card now, however, to get a replacement card; you will need to contact your worker and give them your correct mailing address. You will get your replacement card in the mail 3-5 business days after your worker corrects the mailing address. Are you ready to have me cancel the card now? Note to CSR: If the cardholder wants the card sent to the old address, or the caller says they requested to have their mail forwarded, tell cardholder: Cards cannot be mailed to the wrong address. Even if you ve filled out a forward mail request, the post office will not forward the card. If address is correct, change the card status to lost, stolen, or damaged. Tell Cardholder: Before I cancel your card, I need to inform you that this card will be permanently cancelled. It will take 3-5 business days for your new card to arrive in the mail. Do you want me to cancel this card? 3. Press F9 to save Changes. If statused as lost, stolen, or damaged, the new card status will change to Inactive. Bad Address status stays the same. Tell Cardholder: Your new card has been ordered. Your remaining balance will transfer to your new card. When you receive the card you will have to call to activate it using the automated customer service line. Figure 7-44 Online Information Guide State-specific scripts will ensure appropriate handling of Florida s customer calls by all CSRs. Scripts will be prepared with Department input, and will be submitted to the State for approval. The information in the Online Information Guide for each state is updated as necessary and is then reviewed with the state. The Online Information Guide for the State of Florida will be customized with the specifics of the Florida EBT program and will be updated to include any new functionality included in the new contract for EBT services. These information categories are covered in each state s guide, as applicable: Fast facts State-specific information Card information Balance/benefit information PIN information June 12, ITN 02F12GC1

24 Presented to ATM information Store information CSR Resolution of Cardholder Calls Table 7-7 provides an overview of how CSRs will respond to specific types of cardholder calls. CSRs will establish the cardholder s identity by two or more demographic criteria, as defined by the State, before providing services to the cardholder. Table 7-7 FUNCTION Current Balance CSR Resolution of Cardholder Calls DESCR PTION Confirm cardholder s identity. Provide cardholder with real-time account balance information by benefit program. General Information Report of Lost/Stolen/ Damaged Cards Disputes/Adjustments Report Unauthorized Card Use Benefit Availability PIN Selection/ Re-selection Transaction History Account History Last Benefit Deposit Provide answers to general questions regarding the EBT program, such as items that can be purchased with FAP benefits, where a cardholder can use their card within the State of Florida and in other states, the address or telephone number of the local office, and benefit availability dates. Confirm cardholder s identity. Cancels the lost/stolen/damaged card, removing access to EBT benefit accounts. Cardholder s address within the system is verified prior to card replacement. Confirm cardholder s identity. Obtain specific information needed for adjustment from cardholder. Provide information to FIS claims adjustment area which could result in a credit to the cardholder s account. Confirm cardholder s identity. The CSR can then help investigate account history to determine if and how card was improperly used. CSR provides information to cardholder about procedures for guarding against unauthorized card use. CSRs provide information on benefit availability that goes beyond the monthly benefit schedule that cardholders can hear on the IVR. FIS will work closely with the Department to understand the State s unique issuance schedule for monthly and daily benefits. CSRs can review specific case information in ADMIN to give cardholders correct advice. Cardholders are able to use the IVR 24/7 to select a new PIN. If a cardholder has a problem with the IVR PIN select process, the cardholder can opt to speak to a CSR who will confirm the cardholder s identity and troubleshoot and provide information about PIN selection procedures. Confirm cardholder s identity. Provide cardholder with requested transaction details. Deposit history will also be provided by benefit program if requested. Confirm cardholder s identity. Enter request for an account history statement by program, up to 60 days, to be mailed to the cardholder s address within two (2) business days. Confirm cardholder s identity. Provide cardholder with the date and amount of their last June 12, ITN 02F12GC1

25 Table 7-7 FUNCTION Benefit Access/ Service Points Card Activation CSR Resolution of Cardholder Calls deposit. DESCR PTION Provide information regarding POS/ATM site locations where benefits may be accessed. Confirm cardholder s identity. Activate card for cardholder if they were not successful in activating card through the IVR. Each CSR identifies himself or herself by name to each caller. Although CSRs strive for 100% call satisfaction, there are times when a caller is dissatisfied with the resolution of a call. Any caller who indicates dissatisfaction will be referred to a call center supervisor, who will resolve or escalate the issue. Call center supervisors, each with years of call center experience and specific expertise in EBT, will be available around the clock to assist CSRs or handle referral calls. Call center supervisors have access to staff in problem resolution areas for telecommunications, adjustments, application software, etc., as needed to ensure cardholder satisfaction. The following paragraphs provide additional detail on the Address and Telephone Number Update, and Disputes functions available through the CSC. Address Verification/Change A cardholder can change their address when requesting a replacement card. While address changes are typically not allowed to be done by FIS CSRs for security reasons, but rather would be done on the State s eligibility system by a Department caseworker and sent to FIS via batch or webadmin, FIS can support the State s request with the State s understanding of the security risks involved. We will ensure that when a cardholder calls to order a replacement card mailed to a different address than is on the ebtedge System, the cardholder must speak to a CSR, who will verify the cardholder s SSN, DOB and the current address on the system. Once all the identity criteria have been validated by the CSR, the CSR will change the address on the ebtedge System and request a replacement card be sent to the cardholder. Telephone Number Update While telephone number changes are typically not allowed to be done by FIS CSRs for security reasons, but rather would be done on the State s eligibility system by a Department caseworker and sent to FIS via batch or webadmin, FIS can support the State s request with the State s understanding of the security risks involved. After establishing identity, FIS CSRs will accept updates to the cardholder s telephone number in the system to support electronic messaging. June 12, ITN 02F12GC1

26 Disputes/Adjustments and Report Unauthorized Card Use Cardholders are encouraged to contact the Customer Service Help Desk to assist them in resolving all POS and ATM transaction disputes. Disputes usually occur when: 1) cardholders think they were charged incorrectly for a transaction; 2) cardholders think their account history is not a true reflection of their actual benefit balance; or 3) cardholders report that their account has been accessed by an unauthorized person. CSRs, through the ADMIN, have access to a wealth of detailed information about a cardholder s account, such as when and where each transaction was performed, which terminal processed a transaction, and the time of day the transaction was processed. FIS cardholder service staff is trained in dispute resolution. Most commonly disputed transactions can at least be confirmed by the CSR while the cardholder is on the telephone. When a dispute report cannot be resolved immediately, the CSR informs the cardholder about the dispute resolution process, and collects all appropriate information needed for resolution of the dispute. The CSR then immediately escalates the dispute to the research unit for investigation. The CSR, through the ADMIN, has complete access to the cardholder s card and transaction history and can help reconstruct when the card was improperly used and how this might have happened. Since the card cannot be used without the correct PIN, we often find that either a family member or someone close to the family has had the opportunity to see the PIN entered and has used the card for the suspected unauthorized transaction. These individuals sometimes find themselves in circumstances where using the cardholder s card seems appropriate or necessary. If it is not possible to determine who was involved in the unauthorized use of a cardholder s card, the CSR may suggest that the cardholder change their PIN and provide the cardholder with additional tips to not write the PIN anywhere and not reveal the PIN to anyone. If the State chooses the option, the CSR may also suggest the cardholder set a password to protect their account as an additional layer of security. CARDHOLDER ONLINE ACCESS In addition to IVR functionality and personalized CSR support, Florida EBT cardholders will have access to their information via the Internet at This safe, secure, encrypted, and easy-to-use web site allows additional self-service opportunities for many of our end-point users. A traditional point-and-click application, the FIS ebtedge Cardholder Portal enables cardholders to: View current account balance(s) View and print all completed debit and credit transactions for the previous 60 days June 12, ITN 02F12GC1

27 Reset/change their PIN Find Customer Service phone numbers View deposit information View cardholder notification materials View frequently asked questions about their EBT card Link to the State s websites There is no additional charge to the cardholder to access and use (except for third-party [ISP] charges the cardholder may have to pay to access the Internet). State staff can also log on to the Cardholder Portal using the card number (no PIN required). Your staff will see the same cardholder information and in the same format as viewed by the cardholder, with the exception of initial PIN selection or PIN changes, making it easy to assist cardholders and provide additional instruction if needed. Easy as Step 1: Using an Internet browser, the cardholder goes to and clicks on the Cardholder Login link. Figure Home Page June 12, ITN 02F12GC1

28 Step 2: The cardholder enters their EBT card number. Figure 7-46 Cardholder Portal Log In Page Enter Card Number Step 3: The cardholder enters their PIN and clicks Continue. Figure 7-47 Cardholder Portal Log In Page Enter PIN Cardholder Benefit/Transaction Information The Cardholder page displays the cardholder benefit and transaction information. The cardholder can click the Spanish link at the top of the Cardholder page to see the information in Spanish. From this page, the cardholder can also click Help Topics or News. June 12, ITN 02F12GC1

29 Figure 7-48 Cardholder Portal Main Page Cardholder Help-Frequently Asked Questions If the cardholder clicks the Help Topics link, help in the form of frequently asked questions (FAQs) is available at any time (Figure 7-49). Web-based help in this form reduces the number and frequency of calls to either the Cardholder Help Desk or State staff. Figure 7-49 Cardholder Portal Help Topics Cardholder Portal Activity Reporting To assist agency staff in monitoring the Cardholder Portal activity, FIS will capture and track all hits on the Cardholder Portal by individual case, card number, county, and State-wide totals. This information is reported on the Cardholder Portal Detail Report and the Cardholder Portal Summary Report, as further described in Section , EBT Reporting. June 12, ITN 02F12GC1

30 CARDHOLDER NOTIFICATIONS FIS will provide notification of benefit deposits and pending adjustments, or other account actions required by the State, utilizing messaging technology or other Stateapproved method of contact. We will work with the State during contract negotiation and requirements review to finalize the details of this requirement. OPTIONAL CARDHOLDER PASSWORD FIS offers the ability for State staff, through our webadmin system, to add a security password to any cardholder s account. Once a security password has been added, the cardholder must verify the password (or other security questions) to access or change information using the IVR, the Cardholder Portal, or when speaking with a CSR to continue the call. Cardholders have the ability to choose their own password and provide it to their caseworker, who will add it to the ebtedge System. Authorized Department staff can set, change or delete the password for specific cardholders. Cardholders who have forgotten their password must call their caseworker or authorized Department staff, who can reset/change or delete the password. The security password field within the webadmin system allows for an additional layer of security for cardholders. DEPARTMENTAL REVIEW FIS understands and agrees that the Department has the right to review and approve all State-specific transaction flow and content of all IVR messages, prompts, customer service scripts and web pages. In addition to the existing IVR functions described above, FIS is continuing to develop new IVR functionality. We will provide any changes to the approved State-specific IVR transaction flow, messages, prompts, customer service scripts, and web pages to the Department a minimum of thirty (30) days prior to their implementation, through the life of the contract. PAYPHONE CALLS FIS understands that the Department will pay FIS the lower of: 1) The actual amount charged by the payphone owner, or 2) The FCC approved rate. We understand and acknowledge this payment represents a pass through of costs borne by FIS and that a related cost is not required for this service. June 12, ITN 02F12GC1

31 SUMMARY CARDHOLDER CUSTOMER SERVICE We are confident the combination of FIS IVR, personalized service from a CSR, and the Cardholder Portal, will give Florida cardholders the ability to readily access their EBT information using the method with which they feel most comfortable. All methods are available 24/7, and all are easy for the cardholder to understand and to use. Our full array of Customer Service support functions, and experience in call center management, are providing the State and the participating EBT stakeholders a level of service that meets or exceeds the State s expectations and service level performance standards Retailer Customer Service The Provider shall provide customer service for EBT retailers through a toll free telephone number and internet web access as follows: The Provider shall provide Retailer Customer Service twenty-four (24) hours a day, seven (7) days per week, the purpose of which is to provide retailer EBT support and program information via a toll-free number and website The Provider shall locate all customer service call center locations relevant to services within the United States. Services shall be provided in English and Spanish The retailer customer service help desk shall be: Toll-free and without charge or fee to the retailers Accessible to all QUEST retailers Used exclusively for retailer support The Provider shall provide telephonic retailer customer service that meets or exceeds the following service requirements: Performance standards regarding number of rings prior to answer and average time on hold shall be consistent with Performance Standards identified in Exhibit D The Provider shall provide Customer Service activity data in form and frequency approved by the Department TDD(Telecommunication Device for the Deaf) capability shall be available to callers with hearing disabilities Help desk access and support for callers using non-touchtone phones or experiencing difficulty with web site access The Provider shall equip and program the ARU to provide voice authorization for FAP transactions. CSRs shall also support voice authorizations. The Provider shall provide via Retailer Customer Service, the following services for EBT-only retailers: Support and problem resolution on EBT-only POS equipment Settlement information and reconciliation procedures Support of system adjustments and resolution of out-of-balance conditions General information regarding EBT policies and procedures FIS has been providing high quality customer service to its EFT customers for almost two decades. Since 1992, we have provided EBT Retailer Customer Services for 38 EBT projects. June 12, ITN 02F12GC1

32 Presented to Washington D.C. San Bernardino County San Diego County Figure 7-50 States for which FIS has provided EBT Retailer Customer Service FIS is dedicated to providing enhancements to customer service, and we continually strive to improve the cardholder and retailer experience using our systems. In the past 4 years, we have added Web self-service, call monitoring, workforce management and scheduling tools, and recording tools to enhance our customer service offerings. Our competitors have also recognized our superior customer service qualifications and have used our Customer Service Centers in some of their state projects. FIS will provide Florida retailers with access to our feature-rich 24/7 Retailer Customer Service Center, used exclusively for retailer support, via a toll-free number. By using our Merchant Web Portal, an IVR system, and knowledgeable CSRs, FIS will fully support Florida retailers EBT and program information needs. The FIS Retailer Help Desk uses proven problem-resolution procedures to allow for quick and effective solutions to problems including answering questions on daily deposits, settlement inquiries, account problem resolution, supply ordering, and offline voucher approval. All FNS-approved retailers have full access to our IVR Systems and our fully-redundant Retailer Help Desks, located in Milwaukee, Wisconsin and Little Rock, Arkansas. The combined functionality of our IVR and Cardholder Help Desk enables us to meet or exceed all customer service functional requirements outlined in the ITN: U.S.-based call centers Operates 24/7/365 June 12, ITN 02F12GC1

33 Presented to Assistance available in English and Spanish (and other languages as required by the State) Toll-free access without charge or fee to the retailers Accessible to all QUEST retailers Used exclusively for retailer support Operated and staffed in an industry standard manner Automated voice response functionality (IVR) TDD capability for retailers with hearing disabilities Help desk access and support for retailers using rotary phones Help desk access and support for retailers experiencing difficulty with web site access IVR and CSC activity data reports PERFORMANCE STANDARDS FIS Retailer Customer Service Centers (CSC) are operated and staffed in an industrystandard manner as our Cardholder Customer Service Center described in Section , Cardholder Customer Service. Drawing on our extensive experience in sizing and projecting system requirements to meet user needs, FIS is fully prepared to meet or exceed the performance standards for the Florida EBT Project, as identified in Exhibit D. IVR AND RETAILER CUSTOMER SERVICE CENTER ACTIVITY DATA The Customer Service Report provides the State with a complete picture of the effectiveness of FIS cardholder and retailer customer service functions. Using the detail, summary, and trend data, the State can easily monitor overall performance and understand the level of service FIS is providing to Florida cardholders and retailers. The retailer customer service data that we will provide to the Department are outlined below. Historical Monthly Summary lists the current month and the previous 11 months of IVR and CSR call totals. Totals are provided for calls, calls answered, percentage of calls answered, calls abandoned, percentage of calls abandoned, calls busy, percentage of calls busy, average call length, average speed of answer, and average speed to abandon. Retailer Call Statistics (IVR and CSR) sections list data for the month by calls offered, calls answered, calls abandoned, percentage of calls abandoned, average time in IVR, average speed answered, and average speed to abandon. This section also reports information on speed of equipment replacement and CSR call types (and will include both the primary and secondary, if any, reason for the call), such as voucher, terminal function problem, or out of balance/settlement. June 12, ITN 02F12GC1

34 Retailer Service Level lists all required performance level statistics for the current month and indicates whether or not we met the SLA. FIS will work with the State to identify the form and frequency of these reports to meet your requirements. TDD CAPABILITY Florida retailers with hearing impairments are able to reach and communicate with the Retailer Customer Service Center using the State s own TDD relay service toll-free telephone number. FIS training for CSRs includes a module devoted to understanding the needs of retailers using a TDD system, and how to handle TDD calls to effectively meet each caller s needs. WEB SITE ASSISTANCE FIS provides Help Desk access and support for retailers experiencing difficulty with web site access. Within the Retailer IVR, the retailer should choose the option to speak with a CSR, who will help the retailer identify and resolve the problem. RETAILER CUSTOMER SERVICE HELP DESK All calls referred to the Retailer Customer Service Unit come through the IVR, either as an automatic system transfer because the retailer is using a rotary telephone, and did not enter a voice response, or because the retailer chooses an option from the IVR menu that transfers the call to a CSR for assistance. The selection of these options transfers the call to a CSR: Order Vouchers or Supplies Contract Changes/Updates General EBT Information Equipment Problems State-of-the-art technology alone is not a guarantee of good customer service. To us, customer service is about people and the quality of the personalized service we offer our customers. Our CSRs focus attention on customer relationships, courtesy, and proper call techniques, as well as providing quick and accurate responses to callers. We set high standards for our CSRs, and use proven methods of hiring, training, monitoring, and coaching to maintain an efficient and effective staff. Professional call center personnel June 12, ITN 02F12GC1

35 with years of call center experience manage our help desks to meet and exceed retailer customer performance standards. CSR Qualifications: Retailer Help Desk CSRs meet strict employment qualifications. Adherence to these criteria ensures that we hire the right people with the right skills to provide the service our customers require. As FIS must meet the requirements for financial institutions, our employment qualifications for associates are more stringent than many other call centers. Training: CSRs must spend a minimum number of hours monitoring calls, as well as achieve a satisfactory rating in each aspect of training, before fielding calls. Upon completion of a final assessment, each trainee takes calls with an experienced CSR in attendance to provide guidance. This mentoring continues until the trainee demonstrates the skill level sufficient to handle calls independently. Ongoing Quality Assurance: The Retailer Help Desk uses the same CSR monitoring and coaching methods described Section , Cardholder Customer Service, to assure that we meet retailers needs for courteous, helpful, accurate, and efficient service. Technology Support: Our well-trained operations and telecommunications staff provide 24/7 support for all of FIS systems, including those critical to the Help Desk, such as the IVR and telecommunications equipment. Retailer CSR Tools Our Retailer Help Desk CSRs are trained to understand the call from the retailer s point of view. Many retailers call with a problem while the cardholder is in the check-out lane. It is imperative that the Retailer Customer Service staff is knowledgeable and efficient in order to resolve the problem or offer a solution that lets the retailer complete the transaction quickly and keep the check-out lanes moving smoothly. We provide our CSRs with the necessary training and tools so, in turn, they provide the service the retailer needs. Retailer Help Desk CSRs have access to the Online Information Guide, a comprehensive state-specific online manual that ensures quick and accurate responses to retailer questions or equipment problems. A sample of retailer information in the guide is shown in Figure June 12, ITN 02F12GC1

36 Figure 7-51 Online Information Guide Retailer Page Each CSR s PC is equipped with the ADMIN application for transaction information inquiry and voice authorization. CSRs have access to MMS, which contains contract information and tracks information concerning retailer installation, training, equipment, telephone lines, bank account information, and supply orders. Each CSR has access to a POS terminal and PINpad to walk through any POS problems with callers. CSRs use a Call Tracking System (CTS) to document and manage the workflow of the calls. All problems are prioritized and key points of escalation are defined if the problem cannot be resolved by the CSR. Workflow processes are built into the CTS for example, requests for adjustments are automatically routed to the Research and Adjustment Unit, and requests for on-site assistance are automatically routed to an equipment technician to help provide the quickest resolution to any retailer request or problem. June 12, ITN 02F12GC1

37 An example of a Call Tracking ticket is shown in Figure Save and Exit Ticket 2 Ticket CSR: Sheila Fuller Ticket ID: 010DF09 Date: 04/23/200x Time: 12:51:04PM FNS #: Store ID: A Go To Location This location called 2 times in the last 30 days. State: Florida Reason: Terminal Problem Status: Closed Contact Name: Paul Contact Phone: Store Name: Quick Shop Comments: 510 Checked all memory locations Downloaded terminal Did test transactions Problem Resolved Time Stamp Comments Figure 7-52 Retailer Call Tracking (Example Ticket) This system tracks how often a retailer has called in the last 30 days, enabling CSRs to proactively identify and address ongoing issues or training needs. State retailers will benefit from FIS goal to provide the best one-stop Retailer Help Desk in the industry. We will strive to sustain a knowledgeable, reliable, and efficient Help Desk to meet or exceed the expectations of the State and retailers. Manual Voucher Approval/Voice Authorizations FIS IVR provides the ability for retailers to obtain voice authorization for FAP transactions. If access to the FIS ebtedge System through a POS terminal is not available, the retailer is required to complete a manual voucher and obtain a voice authorization prior to completing the FAP transaction. Retailers are instructed to have the cardholder sign the voucher as a condition for processing. The retailer is responsible for calling the IVR/CSR for voice authorization of a debit or credit voucher transaction. A Retailer Help Desk CSR and/or the IVR is available 24/7 via a toll-free number. The toll-free number and proper use of vouchers are included in the training program for new retailers. A retailer can perform a voice authorization through our fully automated easy-to-use IVR without having to speak to a CSR. However, should the retailer need assistance in obtaining voice authorizations, our CSRs are available to provide help for the retailer. The voucher process functions as follows: June 12, ITN 02F12GC1

38 The retailer calls the IVR toll-free number and responds to voice prompts. The retailer is asked to enter the cardholder s card PAN, the FNS number, transaction type, purchase amount, and voucher number. The request is routed to the ebtedge System, as long as the system is available. The system verifies the retailer FNS number and confirms availability of funds from the cardholder account. Approved transactions generate an approval number and an approved amount. The ebtedge System places a hold on the benefit account for the amount of the transaction. The retailer completes the voucher and obtains the cardholder s signature. The retailer gives a copy of the completed voucher to the cardholder. Vouchers submitted for payment without prior authorization from the IVR will be accepted by FIS at the risk of the retailer, and will be paid only if the cardholder s remaining account balance is sufficient to cover the amount of the FAP purchase indicated on the voucher. If the cardholder has insufficient funds to cover the purchase amount, and the retailer fails to obtain prior authorization, the retailer is liable for the transaction amount. Immediately upon authorization of a manual FAP purchase, FIS places a hold on the authorized funds in the cardholder s account. Holds on FAP benefits are maintained until the voucher transaction is cleared, up to a maximum of 30 calendar days. The retailer has 30 calendar days to submit the paper voucher or electronically clear the voucher transaction. When the voucher is cleared, the funds are moved with the rest of the retailer s daily activity. The amount is included in the net settlement to the retailer. Should the retailer fail to submit the voucher within 30 days, or perform the voucher clear transaction, the voucher expires. The funds that were placed on hold for a FAP purchase transaction revert to the cardholder s account, and the retailer or acquirer bears liability for the transaction. In addition, should the acquirer pay the retailer for a voucher that has not been cleared in a timely manner, the acquirer bears liability for the funds unless the acquirer can recover such funds from the retailer. June 12, ITN 02F12GC1

39 Presented to EBT-ONLY RETAILER SUPPORT FIS Retailer Help Desk is a one-stop, 24/7 service-support center that provides retailers with a single point of contact when assistance is needed. We have the experience and resources to successfully manage this important stakeholder of the Florida EBT System. We continue to work with EBT states and retailers to streamline and improve the quality of response to the retail community. The FIS Retailer Help Desk currently meets the requirements of this ITN for EBT-only retailers, as well as other states requirements for functionality and service, by providing: Support and problem resolution on EBT-only POS equipment Settlement information and reconciliation procedures Support for system adjustments and resolution of out-of-balance conditions General information regarding EBT policies and procedures Vouchers for offline transactions Resolution of any issues with the online administration system Supply ordering CSR Resolution of Retailer Calls The first priority of the Retailer Help Desk CSR is to attempt to resolve the caller s problem on an individual basis. If the retailer is calling while the cardholder is at the check-out lane, it is imperative that the Retailer Customer Service staff quickly resolve the issue to keep check-out times as short as possible. We use proven problem-resolution procedures to provide quick and effective solutions for your retailers. Table 7-8 provides an overview of how FIS handles retailer calls. Table 7-8 FUNCTION General EBT-Related Inquiry or Support CSR Resolution of Retailer Calls DESCR PTION Retailers can obtain general information about the EBT system from our knowledgeable CSRs, including updates regarding EBT policy and procedures or notice of any system problems. Questions Concerning Settlement CSRs answer general settlement questions. Issues that are more detailed are forwarded through the Call Tracking System (CTS) to Customer Service research staff who have relevant banking experience and are knowledgeable in Automated Clearing House (ACH) and banking procedures. Research staff will answer questions and help resolve issues concerning account, statements, ACH issues, and reconciliation procedures. Daily activity totals are available through the POS device. If the retailer does not have a POS device (nontraditional), the daily activity totals can be obtained from a CSR. June 12, ITN 02F12GC1

40 Table 7-8 FUNCTION Equipment Support and Problem Resolution Telecommunication or System Problems Account Problem Resolution Supply Orders Offline/ Voucher Approval/Voice Authorization Contract Changes or Questions CSR Resolution of Retailer Calls DESCR PTION CSRs provide support to EBT-only retailers who need additional over-the-telephone training on the use of the equipment. CSRs also troubleshoot equipment problems/malfunctions. If the problem cannot be resolved over the telephone, the CSR will log the call into the CTS and request an order for replacement equipment via the Merchant Management System (MMS). Or, if a technician is required, the CSR denotes the call ticket as dispatch, which escalates the ticket to the dispatch coordinator who will have a technician contact the retailer. All open tickets are monitored on a daily basis. The CTS collects information enabling FIS to provide a report categorizing terminal problems and tracking number of dispatches, trouble tickets, repair orders, open and closed orders (including any opened in prior months), and the resolution. The CTS database holds information for 60 days. If the problem is thought to be system related, the CSR offers to process a voice authorization for the retailer and informs management of the suspected problem. Management checks with other CSRs for trends and then informs the appropriate support staff. In most instances, the problem is resolved quickly and efficiently. CSRs accept and acknowledge a transaction dispute, including system adjustments and out-of-balance conditions. Any complaint/dispute that the CSR cannot immediately resolve will be escalated via the CTS to the Customer Service research staff. CSRs advise the retailer where they can obtain paper for their EBT equipment, and explain the supply reimbursement process for EBT-only retailers. CSRs will fulfill orders for other supplies, such as vouchers and signage. FIS offers FAP transactions using manual voucher processing via automated voice authorizations through the IVR. The IVR will prompt the retailer to enter all pertinent voucher information, and provide authorization numbers for approved transactions or denial reason if not approved. If a retail store does not have online transaction processing access and chooses not to use the IVR, or does not have a touch-tone telephone, a CSR will process the manual FAP voucher via the ADMIN and provide the retailer with an authorization number. CSRs can assist retailers who have questions about a particular transaction. CSRs answer questions about EBT contracts or handle requests for changes, such as a change in bank account number. FIS is committed to our customers. We fully understand the importance of handling retailer requests quickly and effectively to assure satisfaction with the FIS ebtedge System. June 12, ITN 02F12GC1

41 Presented to RETAILER ONLINE ACCESS In addition to IVR functionality and personalized CSR support, Florida EBT-only retailers will have access to FIS Web-based Merchant Portal at Access to the Merchant Portal is controlled through the use of a retailer-selected user ID and password. As mentioned in Section , Retailer Training, we provide retailers with an EBT Merchant Express Lane reference card to let them know about the tools available on the website. This secure tool directly benefits the retailer by allowing them to use the web to: Research and balance deposits (settlement) View deposit transaction details by settlement date Order and clear vouchers Order supplies View retailer notification materials Learn How To perform various functions Find answers to frequently asked questions Find Retailer Customer Service phone numbers Link to the USDA/FNS/FAP website These tools improve retailer efficiency and reduce calls to the Retailer Help Desk. There is no additional charge to the retailer to access and use (except for thirdparty [ISP] charges the retailer may have to pay to access the Internet). Figure 7-53 shows a deposit page from the FIS Merchant Portal. Figure 7-53 Merchant Portal Deposit Page June 12, ITN 02F12GC1

42 Presented to Merchant Portal Activity Reporting To assist agency staff in monitoring Merchant Portal activity, FIS captures and tracks all hits on the retailer web site by user ID, time of access, location, access method, and access ID. This information is reported on the Merchant Portal Detail Report and the Merchant Portal Summary Report as further described in Section , EBT Reporting. SUMMARY RETAILER CUSTOMER SERVICE We are confident that our full array of Retailer Customer Service support functions, and experience in call center management, will provide the State and the participating EBT stakeholders a level of service that meets or exceeds the State s expectations along with your service level performance standards State Staff Customer Assistance Providers shall provide Department staff with assistance via a toll free number and or internet access for technical assistance and system problem reporting. Technical assistance for Department staff shall be available 24 hours/day, seven days a week. Services to be provided shall include, but are not limited to: Accept reports of system outages Technical and troubleshooting Administrative System issues Special card pulls and express delivery requests Special account maintenance functions assistance Assistance with security issues FIS will provide 24/7 EBT support for Department staff using the ebtedge System via our State Support Services team. State Support Services is staffed by individuals who have knowledge of the State s EBT program operations and are trained on all applications within the support center. The FIS State Support Services staff are prepared to provide assistance with: Reports of system outages Technical issues Troubleshooting ADMIN issues Special card pulls and express delivery requests Special account maintenance functions Security issues Problem resolution of issues that cannot be resolved through other means Special reports and/or research In addition to having access to the complete set of State of Florida EBT documentation, the team is trained to provide timely, concise and accurate answers to questions, and resolutions to problems. To assist State Support Service staff with providing efficient June 12, ITN 02F12GC1

43 solutions, the team uses an Online Information Guide containing information specific to Florida s EBT program to help the representative work through common issues that may face the State during day-to-day operation. 24/7 SUPPORT FOR DEPARTMENT STAFF Department staff will always be able to reach someone at FIS to address whatever issue may arise. FIS State Support Services is fully staffed Monday through Friday from 6:00 am until 5:00 pm ET to provide data processing and other technical support to the State of Florida. Department staff can contact State Support Services by toll-free telephone number, or fax. Much of the contact between the State and FIS is by , which is an efficient means for Department staff to report problems, request documentation, or communicate with the support team. After hours and on weekends and holidays, State Support Services is available by pager (BlackBerry ), and is fully backed up and supported by FIS Production Control group at our 24/7 data center. See Support for the State Support Team below. Additionally, county staff who use POS/PIN select equipment may call the Retailer Customer Service Center 24/7 for equipment troubleshooting and assistance. SUPPORT FOR THE STATE SUPPORT TEAM Behind the scenes, in addition to your FIS Project Manager, the State Support staff can access many departments and individuals to assist in providing timely answers to questions, and accurate solutions to challenges. Among these are: Production Control The Production Control group provides monitoring of batch files and preliminary problem identification and resolution of job abends. They verify that refresh file updates are received and applied, and identify and report communication issues that endpoints may experience when receiving files from FIS. This team works 24/7 and is available for direct State contact during off-hours should the need arise. Applications Support Group The Applications Support Group (ASG) provides an escalation point for production problems including the development of effective problem resolution strategies in a timely and controlled manner. As a highly technical and experienced group, they provide services and advice that contribute to a high quality and error-free production environment. ASG serves primarily as an internal resource and provides technical support for: June 12, ITN 02F12GC1

44 Presented to Ensuring the immediate restoration of service when major components fail. Acting as second level support for production NonStop and IBM based applications. ASG reviews, researches, evaluates and analyzes each problem as it is assigned to determine the cause and formulate a recommended resolution. Providing coordination and control for any complex, serious, or long-term problem that requires the efforts of multiple resources from different areas. Acting as a consultant to all other groups on various issues and projects. Within the ASG, the Government Solutions Support Team (GSST) is uniquely qualified to work with EBT states. The GSST tracks problems using an online problem management and reporting system. Inherent in the system is the ability to identify and prioritize problems, and assign each problem to a staff member. State Support Services and GSST also perform additional support functions. Within the groups are staff members who provide technical support, problem resolution and security for the ADMIN, as well as handle production and system issues with TPPs and networks. TPPs with settlement questions also use State Support Services as their FIS point of contact. Systems Management is responsible for providing and maintaining the hardware, operating systems, and third-party software necessary to support our processing center with respect to NonStop and IBM systems, and our IVR environment. Their activities include: Maintaining and supporting IVR, NonStop, and IBM hardware and software Performance tuning and capacity planning Media management Systems connectivity Database administration State Support Services has immediate access to these and any other critical operations teams needed to respond to our customers. State Support Services staff proactively monitors our customer base and react immediately when opportunities are presented. PROBLEM RESOLUTION AND ESCALATION FIS is committed to the quality concept of problem prevention in all EBT project activities. Our extensive EBT experience has provided us with valuable insight, which enables us to identify and resolve issues before they become true problems. FIS is committed to working in partnership with the State to maintain a problem-prevention June 12, ITN 02F12GC1

45 quality focus throughout the project life cycle. The use of timely and accurate data in combination with timely and effective communication strongly reinforces a problemprevention focus. This experience is one of the greatest benefits to the State in selecting FIS to provide processing services to the State of Florida. But day-to-day events do happen and our operational environment is prepared with several key tools to support problem resolution. Problem Tracking System Problems are tracked using the Case Management System (CMS), a problem-tracking database used extensively within the FIS data center. CMS provides Network Operations and System Operations a shared tool that details all of the necessary information needed for quick issue resolution. Information, such as customer-specific data, unique customer requirements, and all active processes associated to that customer s system is contained in this database. CMS, a Windows-based application, uses pull-down menus and prompts for data center staff to identify the impacted customer and effectively describe the issue. As a historical tracking tool, CMS searches against specified criteria to allow FIS support staff to see all previous entries and issues for a particular customer, thereby allowing FIS to note any trends or recurring issues for a particular customer. Once it is determined that a problem will require support from other organizations within or outside of FIS, the FIS data center will continue to use CMS as described in greater detail within the next paragraphs. Problem Escalation FIS has numerous safeguards and tools in place to help ensure continuous, uninterrupted service to all EBT participants. If an operational problem does occur, however, we have escalation procedures in place to streamline the flow of information and facilitate problem resolution as shown in Figure June 12, ITN 02F12GC1

46 Figure 7-54 EBT Problem Escalation To assist us in providing our customers with the most timely and accurate information, FIS has established a single point of focus for all major issues. This streamlined approach to communicating during a crisis has proven to be of great benefit in our existing EBT projects. The single point of focus works as follows: Problems are usually identified and reported to State Support Services by the State of Florida, other state customers, project and account managers, Customer Service and Retailer Help Desk, or TPPs. State Support Services escalates to the Application Support Group (ASG). ASG drives the problem until the issues are resolved. This assures that EBT-savvy operational expertise is focused on the issues impacting the government customers. Staff from ASG escalate the problem to the appropriate management level (1, 2, or 3) and work with various support groups throughout the company, such as Computer Operations, Telecommunications, Online Support, Offline Support, Development, and LAN Support. If anyone within the chain of reporting is unavailable, the next senior management level assumes the responsibility for ensuring that the customer is informed of all activity. Working with your FIS Project Manager, regular status reports are provided to the State. The frequency of the status reports to the State will depend on the severity and notification policy established. Senior management and members of the Government Solutions Oversight Management Committee are notified depending upon the severity of the issue. June 12, ITN 02F12GC1

47 Contact Information All state-identified problems are reported directly to State Support Services or to your Project Manager by telephone or . Contact information for internal escalation is contained in the System Operations/Interface Procedures Manual, which includes problem resolution and escalation procedures. Problem Review The FIS data center conducts a daily meeting, called the Daily Status Review, where managers and group leaders from strategic areas review all incident reports across the FIS Organization. This review assists in determining specific resources across the organization that can be used to resolve any production issues and is also another tracking mechanism that enforces strict adherence to the rules regarding problem severity and resolution. gpurs Daily Communication gpurs (Government Production Update Report) is a daily internal report for FIS EBT staff that summarizes any production issues during the previous 24 hours of processing within the entire EBT infrastructure, from settlement to transaction processing to batch applications. State Support Services prepares and posts gpurs on a SharePoint collaborative team site available to FIS entire EBT staff. gpurs includes the nature and status of any production issues, the person or group who is driving the issue to resolution, and other pertinent information that might affect any aspect of FIS EBT projects. Using this centralized information, our staff can quickly and efficiently respond to questions posed by our EBT states, TPPs and other stakeholders. Communication Documentation and communication related to operational problems are provided to the State. The descriptions include the cause of the problem, impact, and future problem avoidance activities. FIS understands that each state we support conducts business differently. We strive to be sensitive to those differences. We work closely with each customer to document policies and procedures that work for the way they do business. FIS staff will continue to work with State staff to ensure that established procedures meet the needs of the Florida EBT Program. The FIS Project Manager will continually seek the involvement of the State EBT contact points to ensure that all affected individuals fully understand issues and problems, the requirements, and the solutions. FIS is committed to identifying and resolving issues and problems, if and when they occur, in an expedient and effective manner. In summary, FIS is very proud to offer the State of Florida what we consider outstanding customer support. June 12, ITN 02F12GC1

48 Presented to Training Cardholder Training The Provider shall be responsible for providing EBT training to cardholders as follows: All cards mailed to EBT cardholders shall contain training material. The training materials shall be written at a fifth grade reading level. Printed training materials must be provided in brochure format and shall at a minimum meet the requirements specified in 7 CFR 274 and by the state Training material must be prepared in English, Spanish and Haitian-Creole. The Department shall review and approve all training material prior to distribution Cardholder training materials shall include the following information, at a minimum: Use of the EBT card at POS and ATM terminals, including fees and surcharges Card replacement and PIN selection and change Manual food assistance transaction procedures Benefit expungement process Where EBT is accepted Card expiration date and automatic replacement Account balance information Customer services functions available at both the toll free number and web site Account discrepancies, transaction adjustments and filing claims Non discrimination statements for the Department of Children and Families and USDA-FNS per 7 CFR 274 Any other optional services provided through this contract (e.g., bill paying) FIS recognizes that a clear and comprehensive training plan is vital to the success of the State s EBT program. We have significant experience creating effective training plans, having used project-specific plans to train EBT clients, State and county administrative staff, and participating retailers for more than 26 EBT programs over the course of over two decades. The client training package, including printed materials will be available in English, Spanish, and Haitian-Creole. Appropriate timeframes and provisions for translations will be built into the Training Plan. Actual training materials will adhere to 7CFR 274 and any state requirements. Cardholder training materials will include, but not limited to the following information: Use of the EBT card at POS and ATM terminals, including fees and surcharges Card replacement and PIN selection and change Manual food assistance transaction procedures Benefit expungement process Where EBT is accepted Card expiration date and automatic replacement Account balance information Customer services functions available at both the toll free number and web site June 12, ITN 02F12GC1

49 Presented to Account discrepancies, transaction adjustments and filing claims Non discrimination statements for the Department of Children and Families and USDA- FNS per 7 CFR 274 Any other optional services provided through this contract (e.g., bill paying) FIS will produce professional, user-friendly printed client training material to support and promote the State s EBT programs. The printed cardholder training materials will be produced at a fifth grade reading level. The following training material will be included with the mailed card: Client Pamphlet - Overview of the Florida EBT program, client rights and responsibilities, POS/ATM procedures, and other important information. Card Carrier/Mailer - Card activation instructions; benefit schedule, customer service toll-free telephone number, Cardholder Portal web address, and other important EBT information. In addition to the training materials included with the mailed card, clients will have access to training material on the Cardholder Portal. All the information available online can be printed by the client. CLIENT TRAINING PAMPHLET The client training pamphlet will be one of the first training materials provided to a cardholder. The pamphlet will be the client s principal training tool, and something they can keep as a ready reference. The pamphlet will: Introduce new clients to the Florida EBT programs Explain the client s rights and responsibilities for using the EBT programs and card Provide instructions to access the benefits, including POS/ATM use Contain any other information the State deems necessary June 12, ITN 02F12GC1

50 Figure 7-55 displays the English sides of the tri-folded Arkansas client brochure, an example of our approach to the client training brochure. June 12, ITN 02F12GC1

51 Figure 7-55 Arkansas Client Tri-Fold Pamphlet English (sample) CARD CARRIER/MAILER The card carrier/mailer serves as additional training material first provided to a cardholder. The card carrier/mailer will: Introduce new clients to their EBT card Provide: Instructions to activate the card Tips on the care and security of the card Toll-free customer service number Instructions to use the IVR and Customer Service Instructions to log on to and use the Cardholder Portal June 12, ITN 02F12GC1

52 Figure 7-56 displays an example of our approach to the card carrier/mailer. Figure 7-56 Sample Card Carrier - Front June 12, ITN 02F12GC1

53 Presented to As a provider of EBT services for more than 20 years in 26 EBT projects, FIS and our staff bring a wealth of experience and knowledge of training and training material. We listen carefully to customer feedback and ideas to improve client training. As a result we have confidence that FIS will deliver exceptional success rates with our training methods Retailer Training The Provider shall provide training and training material to new retailers participating in the EBT program. Training shall include all benefit types. USDA-FNS Federal Regulation 7 CFR 274 requires that retail store employees be trained in system operation prior to implementation. The Provider shall provide training deliverables at the time of EBT-only POS installation in order to comply with USDA-FNS requirements. Training material should include: Merchant Help Desk toll-free number Use of ARU Manual Voucher Processing Procedures Because retailers are the bridge between EBT cardholders and their program benefits, FIS recognizes the importance of well-trained EBT-only retailers. As your EBT vendor, FIS will be solely responsible for providing EBT-only retailer training and training materials throughout the life of the contract to all Florida EBT-only retailers participating in the EBT program. All training deliverables meet FNS requirements. Retailer training materials will include, but are not limited to: EBT-Only Retailer POS Procedures Manual EBT-Only Retailer POS Quick Reference Guides Manual voucher processing procedures Table 7-9 shows the types of standard training materials provided to EBT-only retailers with and without POS terminals. Table 7-9 Training Methods and Materials Provided by Type of Retailer TYPE OF RETA LER Retailers with POS Terminals EBT-only retailers eligible for POS terminals Retailers without POS Terminals EBT-only retailers with less than $100 per month in FA sales Nontraditional retailers, such as route vendors, roadside vendors, and farmers markets TRAINING MATERIALS PROVIDED TRAINING METHOD: Train by Telephone Quick Installation Guide POS User Manual Supervisor, Clerk, and Voucher Quick Reference Guides Quest decals TRAINING METHOD: Train by Self-Tutorial Offline Food Voucher Procedures Quick Reference Guides Quest decals June 12, ITN 02F12GC1

54 TRAINING METHOD AND MATERIALS FOR RETAILERS WITH POS TERMINALS For EBT-only retailers with POS terminals, FIS ships the POS terminal and associated training materials to the retailer. An FIS Retailer Help Desk CSR calls each store to verify that the store received the equipment and that the retailer has successfully installed the terminal. We then train store staff in the use of the equipment and reports. FIS has a very high success rate with EBT-only retailer telephone training, which retailers have told us they prefer, and have used it to train thousands of retailers. Since FIS is in the business of driving POS terminals we know what it takes to install, test, and train retailers in every aspect of EBT transaction processing. Telephone training also reinforces the retailer relationship with FIS-trained experts at our Retailer Help Desk. Our FNS-approved standard retailer training materials contain instructions to: Use the 24/7 Retailer Customer Service toll-free number, ARU (IVRU), and Retailer Portal Install, care for and troubleshoot the POS terminal Perform transactions, including clerk and supervisor transactions, voids, and returns Perform manual voucher processing for backup FA transactions Interpret POS error messages Perform adjustment processing, reversals, and corrections Perform reconciliation and settlement, including unsettled funds notification and end-of-day close-out procedures Inquire on recent payments Resolve disputes Report changes in ownership or bank account numbers Tips when interacting with cardholders including: Cardholders privacy in the use of their PIN Safeguarding confidential cardholder information Equal treatment of cardholder households Fraud warning and information regarding the trafficking of EBT cards TRAINING METHOD AND MATERIALS FOR RETAILERS WITHOUT POS TERMINALS For EBT-only retailers who do not have POS terminals, also known as nontraditional retailers, FIS mails training materials and a starter supply of vouchers to the retailers. An FIS Retailer Help Desk CSR calls the retailer to verify that the retailer received the June 12, ITN 02F12GC1

55 training materials and to provide telephone training to ensure that the retailer understands how to complete a voucher and to answer any questions they may have. Our FNS-approved standard retailer training materials contain instructions to: Process and receive approval for an offline voucher Order supplies Store cutoff times Use the 24/7 Retailer Customer Service toll-free number and IVR Resolve disputes, adjustments, settlement, and interoperability issues Department Staff Training The Provider shall provide the training materials for Department staff, in a form and substance acceptable to the Department. All training materials are subject to the review and approval of the Department, prior to their use. Any updates and revisions of the training materials shall be provided at least thirty (30) calendar days prior to any modification the Provider makes to the functionality of the EBT system. Training materials shall include, but not be limited to, all of the functionality supported by the EBT Administrative System, the use and functionality of the data warehouse, and the use of all reporting data. FIS will provide staff training materials in a form and substance acceptable to the Department. All training materials will be developed and submitted for review and approval by the department prior to their use. All updates and revisions of the training materials will be provided at least 30 days prior to any modifications to the functionality of the EBT Administrative Terminal System. The materials provided will include all functions of the EBT Administrative Terminal System, the use and functionality of the data warehouse, and the use of all reporting data available. ADMINISTRATIVE STAFF TRAINING MATERIALS Written training materials will be provided for the State and local agency staff. In addition, the training materials will be available on electronic media in a word processing application approved by the State (Microsoft Word or PDF). Training materials will also be available from our web site, Significant stakeholders in an EBT project are agency staff who will use the system on a daily basis. FIS recognizes the importance and value of training, and is committed to providing the State with training that is easy to understand and results in DCF staff who have confidence in their knowledge of the ebtedge System. We approach training in multiple ways: During the transition period to the new ebtedge System, when your staff will have a steep learning curve about the webadmin application, FIS will provide training June 12, ITN 02F12GC1

56 Presented to materials to DCF team leaders to use for initial and on-going training of local staff. Your team leaders will then have the tools to train your other staff members. During both transition to the new ebtedge System and during the ongoing operations of your EBT project, FIS will provide Web-based self-paced training tutorials for webadmin, complete online training manuals, and hover-help which explains individual field codes on webadmin. The Web-based materials are always available to your staff via the Agency Portal at Our easy-to-understand training materials are a combination of written materials and Web-based tutorials that can easily be found on the FIS webadmin. The Web-based materials are described in detail later in this section. Staff Training Modules, Content, and Methods FIS will provide the State of Florida with written user manuals and quick reference guides (in PDF format posted on the Agency Portal at that describe all functionality contained in the webadmin. FIS will provide updates to and revisions of the documentation and training materials within 30 calendar days of a change in functionality in the ebtedge System. Table 7-10 highlights topics covered in DCF staff training. The mouse icon indicates manuals that will be posted on webadmin and therefore available online. Table 7-10 TOPIC webadmin System Administrative Functionality Manual will be posted on Agency Portal and available online State Staff Training DESCRIPTION FIS webadmin System User s Manual This manual documents and explains all the administrative application s functions. The manual is written in clear, easy-to-understand language and contains step-by-step instructions accompanied by web page prints. Topics include: User Security How to log on, log off, change a password, and use general system security features. Web page Navigation and Searches How to navigate using buttons, tabs, and the computer keyboard. How to search for client and transaction information. State-specific modules for each ADMIN function chosen by the State, such as Account Setup and Maintenance, Account Status Change, Card Issuance and Replacement, Card Status Change, Customer Search, Customer Account Information Inquiry, Card Inquiry, Transaction History Inquiry, PIN Selection, Repayment, Benefit Authorization, or Benefit Cancellation. Web pages and Field Explanations Definition and purpose of each webadmin page and fields on the page(s). June 12, ITN 02F12GC1

57 Presented to Table 7-10 TOPIC System Security Procedures and Access Control secureadmin User s Manual will be posted on Agency Portal and available online Accessing and Using the Online Reports Function EBT Reports Manual will be posted on Agency Portal and available online Ongoing Operations Assistance for DCF staff webadmin Online Tutorials webadmin Online Help Cardholder Resources State Staff Training DESCRIPTION secureadmin User s Manual Security Administrator User Manual Zone Administrator User Manual Password Administrator User Manual Support Administrator User Manual secureadmin is the security system for the ebtedge System and webadmin. These manuals document the security functions for various levels of security administration such as setting security profiles, assigning rights and controlling access to groups or individual users. EBT Reports Manual EBT Settlement Manual These manuals document the use of reports to meet federal reporting and settlement requirements, and effectively monitor and manage use of the FIS ebtedge System. FIS Federal Reporting and Monitoring Requirements Document This document addresses the five areas of reconciliation required by the Federal Regulation 7 CFR (j)(1) and presented in the Food and Nutrition Service publication EBT Reconciliation Guidance for State Agencies and the methods, reports, and files provided by FIS to meet these requirements. This document is to be used in conjunction with the FIS EBT Reports Manual and the FIS EBT Settlement and Reconciliation Manual. FIS System Operation/Interface Procedures Manual This manual documents the interface specifications between DCF s eligibility system and FIS. It also documents how DCF staff will be able to contact FIS with operational issues 24/7 including support from FIS State Support Services, Government Solutions Application Support Group (ASG), and FIS Production Control Analyst. These Web-based, self-paced tutorials on the Agency Portal can be used as refresher training for existing staff or as initial training for newly hired staff. Extensive Web-based help is part of the webadmin application, including procedures, web page descriptions, field definitions, tips, and step-by-step functional procedures. This module will include: EBT Overview Frequently Asked Questions (FAQs) IVR functionality, including PIN selection How to keep the EBT card and PIN secure How to access the Cardholder Portal at FIS is committed to delivering up-to-date, user-friendly, high-quality training, and training materials in support of the State of Florida s EBT Program. During transition we will work closely with DCF to establish a training schedule and provide training information that meets the State staff needs. By choosing FIS as your contractor, the June 12, ITN 02F12GC1

58 State of Florida can be assured of consistent and thorough training in support of the Florida EBT program. TRAINING MATERIALS IN ELECTRONIC FORMAT For new DCF staff or those who need a refresher, FIS will provide training materials in electronic format (Microsoft Word or PDF). If DCF so chooses, these materials can also be posted on the Agency Portal at for DCF staff s self-paced training. Throughout the life of the new contract, whenever FIS enhances webadmin functionality, we will provide revisions of the materials to DCF in a an efficient manner to allow sufficient time for your review and approval. Once approved, we will provide the updated documents to DCF and post the updates to the Agency Portal Online Documentation Library Page, which allow staff easy access at any time. Figure 7-57 Online Documentation Library Page WEBADMIN TUTORIALS AND ONLINE LIBRARY For new State staff or ongoing/refresher training of existing staff, FIS provides, at no extra cost, interactive webadmin tutorials on the Agency Portal at Interactive tutorials reduce training time and allow new users to self-train for their job functions. Figure 7-58 shows the tutorials available on webadmin. June 12, ITN 02F12GC1

59 Figure 7-58 webadmin Web-based Tutorial Menu The material covers webadmin basics that can be used for self-study and for reinforcement of learning concepts. Each tutorial lists the steps necessary to perform commonly-used functions within the webadmin application and includes webadmin sample pages. Staff can playback the instructions if they need to review a particular function. Using secureadmin, DCF s security administrator can define user profiles to allow staff access to a Web-based library that contains training materials and system documentation in an online library format. The library provides DCF staff access to the most current documentation and training materials in a timely manner, thus assuring that ongoing staff training needs will continue to be met. June 12, ITN 02F12GC1

60 webadmin Help and Hover Help webadmin has extensive on-demand help. As shown in Figure 7-59, webadmin Help provides your staff with step-by-step instructions for daily tasks, descriptions of the webadmin pages and fields on the pages, and a glossary. Figure 7-59 webadmin Online Help Menu and Expanded Help Example There is no need for your staff to remember codes when using webadmin, which greatly simplifies learning and use. The user simply hovers the cursor over the field on the webadmin page and a pop-up window explains the code. webadmin Help, combined with hover help for system codes, will be powerful training tools available to your staff with just a mouse click. FIS has significant experience creating effective training plans and programs for the implementation of EBT projects. We will work with the Florida training staff to develop a Comprehensive Training Plan that meets the State s requirements. The Training Plan will address all major training components, proposed deadlines, and supportive tasks for the planning, design, development, production, and distribution of training materials, as well as optional activities for training the State trainers. OPTIONAL TRAIN-THE-TRAINERS Because clear and comprehensive training will be vital to the success of the Florida EBT Project, an option FIS offers to the State is an on-site Train-the-Trainer session. The optional method for train-the-training staff includes a variety of training approaches, including question-and-answer sessions and hands-on participation using the ebtedge June 12, ITN 02F12GC1

61 System in a test/training mode. The training will equip Florida staff (and/or trainers) with the knowledge to successfully use the ebtedge System and train current and new workers on an ongoing basis. The advantage of having a pool of local trainers with administrative system knowledge serves to lower overall training costs for the State. To facilitate this training, FIS will provide a webadmin User Guide and a PowerPoint presentation for trainers to use in future staff training sessions EBT Account Set-Up and Benefit Authorization The Provider must receive and process account set-up and benefit authorization files transmitted by the state Account Set-Up Files The Provider must receive and process account set-up and demographic change files transmitted by the State. The same file format used for account set-up data is also used to update cardholder demographic information. All account set-up and demographic change files will be transmitted in batch with the exception of those from accounts added through the EBT Administrative System for the purpose of investigations or disaster services support. The Provider shall process account set-up and demographic change records based on the state unique identification number. Additionally, the Provider must notify the State of account set-up and demographic change file and record rejections, including the reason for rejection (e.g., no name for alternate cardholder). The FIS ebtedge System has the capacity and flexibility to receive and process both account setup and benefit authorization transactions via batch file and online. Benefits will be available at the time and date specified by the State, whether immediately or at a future date and time. Account setup data, including client case data necessary to set-up an EBT account, will be transmitted between the eligibility system and FIS. After an initial validation, the data will be processed and the database updated accordingly. Account records that will modify account information or change the status will be transmitted in the same fashion and processed in the same manner. The State s existing demographic file format, plus any mutually agreed upon data elements, will be transmitted to a secure dataset. After successful validation, the file is processed. A corresponding log file is generated after each batch process has finished in the current format utilized by the State today. Each log file contains the number of records successfully and unsuccessfully processed, and the error reason code for each unsuccessful record. This file will be transmitted to the State immediately after the batch file has finished processing and a report will be generated. BATCH FILE PROCESSING To verify a successful transmission and prevent duplication of each batch file, the ebtedge System performs an initial validation of all batch files upon receipt. The State June 12, ITN 02F12GC1

62 will be notified of the validation results (whether the file was successfully transmitted or not and if rejected, for what reason) within one hour of file receipt. The initial validation will be performed each time a file is retransmitted. The State will be notified of the retransmission validation results within 30 minutes of file receipt. This retransmission process will continue until the file is successfully transmitted. An added safeguard for successful batch file transmission is the FIS Production Control Analyst (PCA) that monitors incoming and outgoing batch files, and batch jobs 24/7. The receipt and processing of batch files is built into the daily checklist followed by PCAs and the FIS State Support Services. The PCA will either correct or escalate any batch related issues. A mutually agreed upon batch-processing window on the HP NonStop System will be created to control and assist with timely State file processing. Batches are monitored based on this predefined window. This batch-processing window will help control the application of data and eliminate the potential to impact the productive processing environment with the application of a large file during peak processing hours. The ebtedge System is available 24/7 to accept and process the State s files, and will accept multiple daily and monthly batch files as required by DCF. The timing for processing the files will be coordinated with the State in order to eliminate the need for carryover or suspense accounting. All account setup and benefit authorization transactions sent in batch mode received will be processed, and the benefits posted to be available by 6:00 am ET, seven days a week. All batch files will be identified by the respective header and trailer records to ensure that account setup records are processed before benefit authorization records. ONLINE PROCESSING DCF staff will be connected directly to ebtedge using the Internet via the FIS webadmin application. All account setup, account maintenance, benefit authorizations, and administrative transactions can be processed online in real-time, in accordance with the processing standards described in the ITN. Benefits sent online will be immediately available to the client, including those sent for investigation or disaster support. The webadmin application maintains a two-second response-time standard. Expedited or Emergency Issuance At times State staff may need to issue an expedited account setup or benefit authorization due to an emergency or a similar situation. When this occurs, the State staff can use webadmin just as they would for any online transaction. The data will be processed in real-time so that the client s benefits will be available by the next day. The State may June 12, ITN 02F12GC1

63 also request an expedited card for overnight delivery via webadmin on an as-needed basis to support special circumstances determined by DCF Benefit Authorization The Provider shall receive and process all benefit authorization files transmitted by the State. All benefit authorization files will be transmitted in batch with the exception of those accounts added through the EBT Administrative System for the purpose of investigations or disaster services support. The Provider shall process benefit authorizations and post the authorized benefit amounts to the appropriate EBT accounts based on the state unique identification number, benefit type and availability date. The number and type of benefit authorizations shall not be limited by the Provider nor shall the Provider impose increased costs on the Department for adding new cash, FAP or other benefit types. The Provider shall describe in detail their process for handling benefits that are unable to be deposited to cardholder accounts. Just as with account setup data, benefit authorizations will be transmitted between the administering State agencies and FIS. Each benefit authorization will be processed and the benefit amounts posted to the appropriate client account, based on the State Unique Individual ID and Program Designator. The FIS ebtedge System has the flexibility to accept and process transmissions 24/7. We can accommodate DCF s specific schedule for the transmission of on-going benefit authorization cases, new accounts, or supplements for existing accounts. Your existing file format, plus any mutually agreed upon data elements if the State desires, will be transmitted to a dataset. After a successful validation, the file is then processed. The Batch Refresh Error Report will be generated during the initial validation of the daily or monthly files transmitted to the ebtedge System. A running count of records is kept until the processing has finished. The report will contain all the errors in the file, including duplicate case exceptions, rejected benefit authorization attempts, and the reason code for each error. The report will be transmitted to the State immediately after a batch file is processed. As well a corresponding log file is generated after each batch process has finished in the current format utilized by the State today under your current Vendor. It is FIS standard policy that the number and type of benefit authorizations will not be limited by FIS, nor will FIS impose increased costs on the Department for adding new cash, FAP or other benefit types. As with demographic changes, FIS receives, validates and processes the benefit refresh files on a daily and monthly basis. FIS employees the same stringent processing rules to the benefit file as the demographic files. Any benefit record that cannot be applied to the system is recorded on a corresponding log file in the same format utilized by the State today with your current vendor, detailing all successfully and non-successfully applied authorization records. FIS will also generate a refresh processing report to be delivered to the State indicating detailed reasons why the record(s) were not applied. If any of the June 12, ITN 02F12GC1

64 authorization records applied for the case are direct deposit based entries, FIS will release the records just prior to the availablilty date to ensure the benefits are in the clients account at the appropriate time. If for any reason the clients bank account cannot accept the deposit record, a return notification file is sent to FIS. FIS will process that return file and deliver a report and if needed a returned entry file to the State indicating the identifying demographic information and amount that was rejected Benefit Availability The Provider shall post monthly recurring benefits to be accessible to the respective cardholders no later than 6:00 a.m. Eastern Time on the day of availability. Any other benefit record is considered a daily update and the benefit should be made available to the cardholder no later than 6:00 a.m. Eastern Time on the day following the day the Provider receives the file. The Department shall provide an availability date, which is included in the benefit detail record passed to the Provider. Daily benefit files will be applied and available to cardholders by 6:00 am ET, and monthly benefits will be available by 6:00 am ET on the scheduled day of benefit availability. Typically, the effective date is the current date in the daily benefit interface file, and those benefits are accessible immediately. FIS recognizes the criticality of timely batch processing in order to meet the State s benefit availability requirements. FIS has a proven batch monitoring solution in place, which is a combination of automatic system notification and 24/7 Production Control Analyst monitoring. This ensures that each State s batches are received and processed in order for the benefits to be available to clients on the designated dates and times Benefit Aging The Provider shall, on a nightly basis, send to the Department an extract file of all benefits falling into the aging periods in accordance with federal regulations 7 CFR 274 and specified by the State. Benefits that have not been accessed by the cardholder for a period of one year (365 days) shall be expunged from the EBT system if the benefit has aged 365 days from the date of the last debit transaction. If the benefit did not have a debit transaction performed against it, then expungement shall occur 365 days from the date of deposit. Each benefit on the system must age individually and independently. No benefit expungement shall occur if the account is in active status and debit transactions are being performed. An account is no longer considered active when there has been no debit activity for 365 days. The Provider shall describe their account aging process and the relationship to the benefit aging requirement. The Provider shall provide the following reports for benefit aging: Three daily electronic file reports of expunged benefits including the unique Department account identification number, cardholder name, benefit type, benefit authorization number, original benefit amount and benefit balance at the time of expungement. A separate file shall be provided to the Department of Economic Opportunity for expunged FAET benefits and to the Department for expunged OSS and PNAS benefits A monthly electronic file report of benefits that have not had a client-initiated debit or manual authorization hold transaction in the prior 270 days or more The FIS Benefit Aging process conforms to federal regulations 7 CFR 274 and specified by the State of Florida, as well as the requirements stated in the H.R Food, Conservation, and Energy Act of June 12, ITN 02F12GC1

65 FIS offers a proven benefit aging process to DCF for the purpose of maintaining an account status for each client account on the FIS ebtedge System. FIS will support the State s expungement requirements for individual SNAP and cash benefit authorizations after 365 consecutive days of inactivity. The following is a description of our processes for reporting on inactive and expunged benefits and for expunging benefits from the system that we propose to the State of Florida. For programs that require or select the option to expunge benefits, FIS will, on a daily or monthly basis, as the State desires send an extract file of all benefits falling into the expungement periods as specified by DCF. We will support up to three aging periods for reporting on benefits not used by a client. To facilitate any action required by the State for benefit inactivity, FIS will send the State an Expungement File. This file will include a header record, a detail record for each benefit being reported on, and a trailer record. The detail record will include an aging indicator that identifies the aging period for the benefit (i.e., period 1 or 2 for 270 or 365 days respectively) as well as the remaining balance on the benefit that is being aged. EXPUNGEMENT PROCESS FIS transaction processing applies debits to the oldest benefits first. The expungement process is based on the Date Last Used of a benefit authorization within the benefit class to determine the number of days that have elapsed since the last client-initiated debit transaction. All benefits on a case are accessed on a first-in/first-out (FIFO) basis. If there has never been any activity against a benefit, the available date (first deposit transaction date) for the benefit is used for aging and reporting purposes. Inquiring against an outstanding benefit will not modify the Date Last Used. Each benefit aging period, as presented above, can be specified by the State. Should a benefit authorization on the cardholder account be accessed within 365 days, no benefit authorizations will be expunged from the account. After the benefit account has remained inactive for 365 consecutive days, the expungement processing will begin. Each benefit that has reached the 365 days of inactivitywill be expunged from the FIS ebtedge System, and cannot be reinstated by FIS. Benefits falling within this period will be sent to DCF in the Benefit Aging File to be applied to the various State systems (FAET, PNAS, OSS) as appropriate. Any benefits over the State selected aging periods such as 330 days but less than 365 days will appear in this Benefit Aging File or will be reported on the Aging Reports with the appropriate aging category. FIS EBT reporting system will provide the State with four June 12, ITN 02F12GC1

66 Presented to Aged Authorization Reports, as listed below. These reports can be modified to meet the daily aging requirements of the State. Aged Authorization Detail Report Aged Authorization Summary-Agency Report Aged Authorization Summary-County/Local Office Report Aged Authorization Action Report Following are samples of our Aged Authorization Detail Report and the Aged Authorization Action Report. EBTDS250-1 STATE NAME SETDATE: 04/07/XX PAGE: 1 COUNTY/LOCAL OFFICE AGED AUTHORIZATION DETAIL RUNDATE: 04/08/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 PERIOD 3 LAST NAME /10 01/10 FS WHITCOMB /09 01/09 FS TRESSLER /10 01/10 FS WESTERMAN EBTDS250-1 STATE NAME SETDATE: 04/07/XX PAGE: 2 LOCAL OFFICE NAME AGED AUTHORIZATION DETAIL RUNDATE: 04/08/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 PERIOD 3 LAST NAME /01 01/07 FS YOCHAM /01 01/07 CASH VYHLIDAL EBTDS250-1 STATE NAME SETDATE: 04/07/XX PAGE: 3 LOCAL OFFICE NAME AGED AUTHORIZATION DETAIL RUNDATE: 04/08/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 PERIOD 3 LAST NAME /10 01/08 FS WELLS /08 01/08 FS WALLS /02 01/04 FS NARVAEZ /15 01/15 FS WILSON /01 01/01 FS VAUGHN /02 01/14 CASH WILLIAMS /01 02/12 CASH WIRTH /01 02/03 FS Figure 7-60 Aged Authorization Detail Report June 12, ITN 02F12GC1

67 EBTDS250-4 STATE NAME SETDATE: 04/07/XX PAGE: 1 LOCAL OFFICE NAME 1 AGED AUTHORIZATION ACTION REPORT RUNDATE: 04/07/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 LAST NAME /05 01/05 FS LEWIS /06 01/06 FS MCFEETERS /04 01/04 FS HODGE /07 12/07 FS PTOMEY /05 12/05 FS KIMSEY EBTTDS250-4 STATE NAME SETDATE: 04/07/XX PAGE: 2 LOCAL OFFICE NAME 2 AGED AUTHORIZATION ACTION REPORT RUNDATE: 04/07/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 LAST NAME /05 01/05 FS KIMSEY /07 12/07 FS POTTER /02 01/02 FS DEAN /04 01/04 FS JACOBS /08 12/08 FS SARTAIN /02 01/02 FS CALHOON EBTTDS250-4 STATE NAME SETDATE: 04/07/XX PAGE: 3 LOCAL OFFICE NAME 3 AGED AUTHORIZATION ACTION REPORT RUNDATE: 04/07/XX AVAIL LAST BENEFIT ORIGINAL CASE NUMBER DATE DATE TYPE AUTH. NO. AUTH. AMOUNT PERIOD 1 PERIOD 2 LAST NAME /08 12/08 FS SECHLER /08 01/08 FS SECHLER /10 01/10 FS WINSEA /07 01/07 FS RAMIREZ /04 12/04 FS HALE /01 12/01 FS BERGMAN /01 01/01 FS BERGMAN Figure 7-61 Aged Authorization Action Report Benefits that are expunged off the system affect the value of the database and will be reported on the Daily Database Value Report, the Daily Activity Authorization Report, and reported to DCF on the Batch Issuance Report. This information is also included on the Daily History Extract file sent to the State Transaction Processing The Provider shall be responsible for the authorization of cardholder initiated FAP and cash transactions. The Provider shall have the capability to receive and process cardholder transactions from both automated teller machine (ATM) and point of sale (POS) devices. The Provider shall ensure that cardholders access their FAP benefits only at POS terminals in authorized food retailer locations. Cash benefits may be accessed through participating ATMs or POS terminals (excluding government-deployed EBT-only POS devices). Cardholders may be entitled to benefits under a number of programs. Each transaction must be allocated to the appropriate benefit type. Benefits within the EBT account shall be distributed on a first in, first out basis and in accordance with the state s primary program designation for cash accounts. The Provider s process for transaction authorization will require: Accepting transactions coming from an authorized transaction acquirer Authorizing or denying transactions Sending response messages back to the transaction acquirer authorizing or rejecting cardholder transactions Logging the authorized/denied transactions for subsequent settlement and reconciliation processing, transaction reporting, and for viewing through transaction history The EBT system will go through a series of checks and processes to determine whether a transaction being initiated by a cardholder should be approved. These checks shall include determining whether: The merchant has a valid USDA-FNS authorization number (if it is a FAP transaction) The card number (PAN) is verified and the card is active The number of consecutive failed Personal Identification Number (PIN) entry attempts has not been exceeded The PIN is verified as being entered correctly The account is active June 12, ITN 02F12GC1

68 Presented to The EBT account holds a sufficient balance in order to satisfy the transaction request and for refund transactions, a benefit refund must exist so that the transaction can be properly posted. Unapplied transactions must not exist. Refunds are limited to $ per refund transaction. If any one of the above conditions is not met, the Provider shall deny the transaction. The system must return a message to the retailer/provider indicating the reason for denial (e.g., invalid PAN, invalid PIN, NSF, etc.). The FIS ebtedge System is based on industry and national standards and will meet the transaction processing requirements of the State and FNS. Our system is one of the leading EBT systems in the country. As a leader in EBT and EFT, we actively participated and were instrumental in developing the ANSI ISO Standards for EBT used nationwide today. Never Compromise. Transaction Processing Our quality pledge means FIS acquiring switch is based on industry and national standards. FIS wrote and maintains the EBT-only POS load that will support all FNS and State required transactions. FIS transaction processing provides flexible and comprehensive payment and distribution services. FIS ensures that only FNS-approved retailers submit FAP transaction requests. FIS ensures that cash benefits are accessed through participating ATMs or POS terminals. FIS competition also uses our POS loads. We will be responsible for the authorization of cardholder-initiated FAP and cash transactions. Our ebtedge System is designed to seamlessly interface with existing commercial networks, ATMs, and POS devices. Our EBT approach builds on existing EFT infrastructures widely used today by financial institutions and retailers. Our experience as an EFT and EBT processor ensures the State of Florida that your cardholders will have continuous and comprehensive access to their EBT accounts through both ATMs and POS devices. This approach for transaction acquiring uses our award-winning CONNEX on HP NonStop software, which is the same commercial software that runs major EFT networks nationwide, including STAR, NYCE, and Pulse. The ebtedge System provides the receipt, authorization, and processing of cardholderinitiated FAP transactions, and ensures that cardholders have access to their FAP accounts only at FNS-approved retailer locations via POS devices. State cardholders will June 12, ITN 02F12GC1

69 be able to access cash benefits through both ATM and TPP POS devices, excluding government-deployed EBT-only POS devices. FIS understands that cardholders may be eligible for many programs and keeps benefits separate based on benefit class. Both the cash and FAP benefit classes are distributed on a first-in-first-out basis. We have the capability to receive, process, and return approval/denial messages from POS devices. Cash benefits are subject to the Primary Program Designation (PPD) hierarchy defined by the State, which supports the possibility that cardholders may be eligible for benefits under a number of different cash programs. In the delivery of EBT benefits, the ebtedge System uses separate tables with internal codes and priorities, which are queried during cash transactions to establish the relative priorities for funds disbursement and settlement. We have configured these tables and codes to reflect the PPD determined by the State. When a cardholder is eligible for multiple cash benefit programs, funds are drawn for disbursement to the cardholder and for settlement using this PPD order on a first-in, first-out basis. The PPD, for benefit distribution, is followed within the month of benefit availability. In addition to supporting the State s withdrawal hierarchy, the ebtedge System ensures that all cash balances are debited, maintained, and reported by program. From the cardholder s perspective, all cash accounts are pooled. The following describes how we meet the State s transaction processing requirements. TRANSACTION PROCESSING REQUIREMENTS The FIS ebtedge System uses an authorization process that provides cash benefits to cardholders through ATM and TPP POS devices, and FAP benefits to cardholders through an EBT-only retailer or TPP s POS device or via manual authorization from the IVR or a CSR. FIS transaction authorization: Accepts transactions originating only from authorized transaction acquirers Authorizes or denies transactions Sends response messages back to the transaction acquirer, authorizing or rejecting cardholder transactions Logs the authorized/denied transactions for subsequent settlement and reconciliation processing, transaction reporting, and viewing through transaction history reporting June 12, ITN 02F12GC1

70 Presented to ATM AND POS TRANSACTION PROCESSING Since all transactions use many of the same processes, a description of the individual processes is not repeated in the following transaction flows. For example, all financial transactions are settled and reported, all ATM and POS transactions are acquired from devices that require the services of a device driver, and all transactions must be routed to an authorization endpoint. Only the unique processing services for each transaction are explained in detail. Figure 7-62 describes processing for cash withdrawal and balance inquiry transactions from an ATM and FAP purchase, FAP return, cash purchase, cash purchase with cash back, cash withdrawal, and balance inquiry transactions at a POS device. Figure 7-62 ATM/POS Transaction Request ACTIVITY 1. The ATM network drives the ATM terminals and formats a financial request according to ISO rules, and the POS terminal formats the message based on the function key selected by the POS terminal operator. The request is sent to the Acquiring Function. The PIN on the request is stored in the message and encrypted under the PIN encryption key of the FIS ebtedge System link. 2. The Acquiring Function: Removes the telecommunications protocol characters from the transaction request message. Performs contextual editing of the message. Performs PIN translation from the ATM/POS terminal encryption key to the encryption key that is known to the Authorization Function. Selects the link to the Authorization Function. Formats the ATM/POS request message into a message that is known to the Authorization Function. 3. The Authorization Function: Selects the transaction processing rules based on the contents of the transaction request message. Validates the retailer and store location. If the transaction is an FAP benefit authorization request, the FNS retailer number is validated against the REDE File. For ATM and TPP POS cash, validates that the transaction is a cash benefit authorization request. June 12, ITN 02F12GC1

71 Presented to ACTIVITY Performs these authorization checks based on the PAN supplied on the transaction request: PAN status check determines if the PAN is on the cardholder database file and checks that the current status is active. PAN expiration check determines if the expiration date assigned to the card is greater than the current date. Most EBT cards are nonexpiring. The ISO standard date for nonexpiring cards is Maximum invalid PIN tries check validates that the cardholder has not exceeded the maximum number of consecutive invalid PIN attempts. PIN check validates that the PIN entered at the terminal is equal to the PIN that was assigned to or selected by the cardholder when the card was issued. Benefits availability check validates that the transaction request amount, including any applicable fees for cash withdrawals, does not exceed the current amount of benefits available for the cardholder. Account status check validates the account status based on transaction processing rules. The benefit status is checked to determine that the benefits are active and available to the cardholder. If the request is approved, the benefits database table is updated to reflect the amount of the transaction. Formats the reply with the response code and/or reject reason code. Forwards the reply to the Support Services Function for settlement and logging. 4. Once a log of the authorization is successfully stored on a disk, the Authorization Function forwards the reply to the originating Acquiring Function. 5. Upon receipt of the transaction from the Authorization Function, the Acquiring Function examines the response code and the reject reason (if applicable) in the reply message. If the transaction is approved, retailer totals for this transaction are updated. If the transaction is denied, a reject message is sent back to the retailer informing them of the reason the transaction was rejected. If the transaction involves funds disbursement, the transaction is check-pointed for recovery processing, and the reply message is returned to the acquiring device. Upon receipt of the delivery of the message, the checkpoint is cleared and the transaction is logged. The FIS ebtedge System is designed to account for transactions by program, including any transaction fees associated with different transactions. We track the total number of transactions by transaction type and by retailer. FAP PURCHASE TRANSACTION AUTHORIZATION OR DENIAL The ebtedge System goes through a series of checks and processes to determine whether a cardholder-initiated transaction is approved or denied. We will authorize a transaction if these conditions are met: June 12, ITN 02F12GC1

72 1. The merchant has a valid USDA-FNS authorization number (if it is an FAP transaction). The ebtedge System contains a complete file (USDA REDE File) of FNS-approved retailers. As an FAP transaction is received, the FNS number is validated against the REDE File. FAP transactions from retailers who are not FNS-approved will be rejected. The system will respond with an error message and send it back to the retailer s POS device. If the retailer is authorized, the transaction will be processed. 2. The card number (PAN) is verified and the card exists and is active. The ebtedge System reads the PAN and verifies it against the card database. The card must have an active status. If the card is not in an active status, the message is rejected and an error message is returned to the terminal. 3. The number of consecutive failed Personal Identification Number (PIN) entry attempts has not been exceeded. The ebtedge System validates that the cardholder has not exceeded the maximum consecutive invalid PIN attempts. The system allows the State to set the number of unsuccessful PIN attempts before the card is suspended. 4. The PIN is verified as being entered correctly. When the cardholder enters the PIN, it is 3DES-encrypted and transmitted to FIS as an encrypted PIN block. If the PIN is determined to be valid, the transaction is accepted, and the transaction continues through the normal process. If the PIN is invalid, an error message is generated and relayed to the processing system. If the PIN is incorrect, the system s card database is updated to reflect the incorrect PIN attempt and an error message is returned to the POS terminal. 5. The account is active. The account status is checked based on transaction processing rules. The benefit status is checked to determine that the benefits are active and available to the cardholder. 6. The EBT account holds a sufficient balance in order to satisfy the transaction request. The amount of the incoming transaction is checked against the cardholder s current account balance. All balances are maintained on a real-time basis. If the account balance is greater than the amount of the transaction, the account is debited for the amount of the transaction and the account balance is adjusted downward. A June 12, ITN 02F12GC1

73 confirmation message is sent back to the POS device where the transaction originated. If the account does not have sufficient funds to cover the transaction, an error message is sent and the transaction is denied. All merchandise credit (refund) requests will be initiated through use of a PIN and a magnetic stripe reader, and will not exceed the amount of the original benefits. As the ebtedge System is a real-time system, there will never be any unapplied transactions. FIS understands the State wishes to limit clients to $ per refund transaction. The ebtedge System can configure this limit per transaction and per month, and we will set this configuration as the State desires during the Development phase. Once a return has been processed, a message is sent to the terminal and the new account balance is printed on the receipt. If any one of the above conditions is not met, we deny the transaction. The ebtedge System does not allow a cardholder account to go into a negative status due to insufficient funds. Remaining benefit balances are checked, and transactions for more than the available balance are denied to ensure the account does not go into a negative status. This is accomplished by applying all transactions to benefit records directly. We ensure that cardholder benefit accounts are not overdrawn, and will assume all liability if an account overdraft does occur. If the transaction is denied, we transmit a denial message that is printed on the transaction receipt (Figure 7-63), indicating the reason for denial. STORE NAME 1234 River Road Anytown USA 5999 Terminal ID: AB0002 Merchant Term ID: AB Sequence Number: 115 Clerk ID: 999 mm/dd/yy hh:mm *******DECLINED******* I wrong pin entered, re-enter Figure 7-63 Denied Receipt (Sample) Reasons for a denied transaction include invalid PAN, invalid PIN, non-sufficient funds, etc. June 12, ITN 02F12GC1

74 Merchant Validation (USDA-FNS Retailer Number) For all FAP transactions, the Provider shall validate the transactions originating at an USDA-FNS authorized retail location. The Provider shall maintain an up-to-date database of authorization numbers for all USDA-FNS authorized retailers in accordance with the Retailer Validation Requirements specified in 7 CFR 274. The Provider shall access the USDA-FNS Retailer EBT Data Exchange (REDE) system daily to obtain updates of the national and/or State REDE files used to validate authorized USDA-FNS retailer numbers. The Provider shall verify the retailer identification number is that of an USDA-FNS authorized retailer prior to completing its processing of a transaction. FIS will ensure all FAP transactions originate at an FNS-approved retail location. We currently maintain the database for EBT-only retailers for all 50 states and territories, and have a daily interface with the FNS database through the Retailer EBT Data Exchange (REDE) System. Prior to completing an FAP transaction, we verify that the retailer identification number is for an authorized FNS retailer. We will assume liability if transactions are completed against invalid FNS authorization numbers. A key component of our comprehensive retailer management solution is FIS retailer database, the Merchant Management System (MMS). MMS is used to record and maintain information on the contracts executed between FIS and EBT-only retailers, in accordance with the Retailer Validation Requirements specified in 7 CFR 274. In addition to tracking equipment by unique serial number, MMS is used for EBT project management, for installation services, and by the Retailer Help Desk CSRs. The MMS is maintained in accordance with rigorous standards and is synchronized with FNS files; retailers are added and deleted as directed by FNS. When the retailer signs a Retailer Agreement, pertinent facts relating to that retailer, such as contact, telecommunications, and settlement bank account information, are added to the MMS. Once this information has cleared all internal edits, MMS updates the appropriate FIS ebtedge System databases, which in turn activates the retailer in the system. This allows the retailer to process benefits and ensures the timely settlement of transaction activity. If the retailer is part of a chain that is already in our system, we link the new location to the existing headquarters location and amend the contract to include any new sites. Reports are available from the MMS that include contract status information for individual retailers. REDE FILE FIS will maintain the retailer database for EBT-only retailers in Florida and will have a daily interface with the FNS database through the REDE System in the approved file formats. Monday through Friday, as retailers are added, deleted, or changed, the REDE System passes the new information to the FIS MMS database, initiating a series of actions, including updating the processing file that approves all FAP benefit transactions. We accommodate nightly, monthly, and ad hoc operations for REDE processing. June 12, ITN 02F12GC1

75 Monday through Friday, the processing databases are updated with the REDE File information. Every transaction is checked against this database to ensure it originated with an authorized retailer. In this way, FIS can be sure that only FNS-approved retailers are able to participate in the EBT program. When an EBT transaction is transmitted for processing at the FIS host, the retailer s FNS number is verified against the retailer database updated by the MMS to ensure that the retailer is currently authorized to accept FAP benefits. If the retailer s FNS number is on the database, the transaction is processed. If the FNS number is not on the database, the transaction is denied and the denial is logged and reported to the State. The MMS and online transaction logging ensure that accurate EBT transaction detail data pertaining to each retailer is captured and that the MMS contains up-to-date information about retailer bank accounts and store cutover times to ensure timely processing of FAP redemptions to the retailers accounts. All data is maintained with extensive physical and logical security. FIS protects the integrity of the MMS by using the same level of high security applied to all areas of the FIS ebtedge System. The safeguards of user sign-on passwords and the selective access of users to applications and screens are also applicable to the MMS POS Transaction Sets The Provider shall accept EBT transactions from POS devices for both FAP and cash benefits. At a minimum, the following FAP transaction types shall be processed: FAP Purchase FAP Merchandise Return Manual Authorization Voucher Clear Balance Inquiry Voids or Cancellations Reversals At a minimum, the following cash transaction types shall be processed: Cash Purchase Purchase with Cash Back Cash Withdrawal Balance Inquiry Voids or Cancellations Reversals The FIS ebtedge System follows FNS regulations in the processing of POS FAP and cash benefit transactions. POS FAP TRANSACTIONS The ebtedge System supports the required transaction types as requested by the State. FIS will process these FAP POS financial transactions: June 12, ITN 02F12GC1

76 Presented to FAP Purchases Balance Inquiry FAP Merchandise Return Voids or Cancellations Manual Authorization Reversals Voucher Clear FAP Purchase The FIS authorization platform allows both EBT-only and third-party retailers to process FAP transactions. Both swiped and key-entered transactions are supported. Acquired transactions go through a number of checkpoints prior to being approved. In the case of FAP transactions, these checks are performed: Transaction originates from a valid terminal Retailer has a valid FNS authorization number Card is valid and the status is active Number of invalid PIN attempts has not been exceeded PIN is correct for that PAN Account has sufficient funds FAP Merchandise Return Occasionally a cardholder will need to return a purchase. The ebtedge System supports FAP merchandise return transactions at POS devices in a real-time processing system that immediately credits the cardholder s FAP benefit account for the amount of the return. All merchandise credit requests must be initiated through use of a PIN and a magnetic stripe reader, and may not exceed the amount of the available benefits. A supervisor override password is required at the terminal to complete the transaction. Once a return has been processed, a message is sent to the terminal and the new account balance is printed on the receipt. Manual Authorization For all of our EBT projects, FIS provides a voice authorization system for the approval of manual FAP transactions. The retailer uses a paper voucher supplied by FIS or an acceptable facsimile in conjunction with a telephone authorization in the event that the retailer s system (terminal, magnetic stripe reader, or PINpad) is inoperative, a problem with a TPP occurs, or the retailer does not have access to a POS device such as route vendors, food cooperatives, farmers markets, or those FNS retailers that do not qualify to receive a POS device based on monthly sales. Upon providing a telephone authorization for an FAP transaction, FIS places a hold on the authorized funds in the cardholder s June 12, ITN 02F12GC1

77 account. For settlement, the manual transaction must be presented to FIS with a paper voucher or an electronically converted voucher within 30 calendar days. Should the retailer fail to submit the voucher or electronically clear the voice voucher transaction within 30 days, the funds that were placed on hold revert to the cardholder s account and the retailer receives no credit for this transaction. See Section , Voice Authorizations, for more information. Voucher Clear The FIS ebtedge System supports three methods of clearing manual vouchers. POS Merchant Portal (web) Mailing the voucher to the help desk The FIS ebtedge System will not allow a retailer to clear a voucher for more than the authorized amount, nor is the retailer allowed to clear a voucher for an FAP return transaction for less than the authorized amount. The voucher clear transaction amount must match the amount of the original transaction or the voucher clear transaction will be denied. See Section , Manual Voucher Clear, for more information regarding voucher clearance. Balance Inquiry ebtedge provides the functionality for all State cardholders to perform balance inquiries at POS terminals. Balance inquiries performed at the POS device provide real-time availability of a cardholder s current benefit authorizations and produce a receipt with the FAP balance printed on it. Voids or Cancellations The FIS ebtedge System supports voiding/canceling the last transaction performed at a POS device. This type of transaction is useful if a clerk performed an erroneous transaction or if a cardholder decides not to complete the transaction. More information on voiding/canceling transactions can be found in Section , Voids or Cancellations. Reversals The FIS ebtedge System supports reversals at POS devices. POS reversal transactions are processed online in real-time the results are reflected immediately on the cardholder s account. For detailed information, see Section , Reversals. June 12, ITN 02F12GC1

78 Presented to POS CASH TRANSACTIONS The FIS ebtedge System meets the State s requirements for supported transaction types. These POS cash transactions types will be processed: Cash Purchase Purchase with Cash Back Cash Withdrawal Balance Inquiry Voids or Cancellations Reversals Cash Purchase, Purchase with Cash Back, and Cash Withdrawal FIS will provide functionality for retailers to process cash purchase, purchase with cash back, and cash withdrawal transactions. Balance Inquiry FIS will provide the functionality for cardholders to perform balance inquiries at all authorized retailer locations. Balance inquiries performed at the POS device provide real-time availability of a cardholder s current cash authorizations and produce a receipt with the cardholder s balance printed on it. Voids or Cancellations The FIS ebtedge System supports voiding/canceling the last transaction performed at a POS device. This type of transaction is useful if a clerk performed an erroneous transaction or if a cardholder decides not to complete the transaction. More information on voiding/canceling transactions can be found in Section , Voids or Cancellations. Reversals The FIS ebtedge System supports reversals at POS devices. POS reversal transactions are processed online in real-time the results are reflected immediately on the cardholder s account. For detailed information, see Section , Reversals Adequate Access to Cash Benefits The Provider shall provide adequate cash access for cardholders with cash accounts through ATMs and retailers providing commercial cash services. Adequate cash access is defined as sufficient cash availability within a zip code to accommodate the amount of cash benefits issued to cardholders residing in the same zip code, plus 50 percent. The amount of minimum cash access allowable is sufficient cash availability within a zip code to accommodate the amount of cash benefits issued to cardholders residing in the same zip code, plus 25 percent. The Provider must maintain a database of ATMs and POS terminals including location name and address that provide cash access services to Florida EBT cardholders including access in states which border Florida. FIS understands that adequate cash access is defined as having sufficient cash availability within a zip code to accommodate the amount of cash benefits issued to cardholders June 12, ITN 02F12GC1

79 residing in the same zip code, plus 50 percent. Further, we understand that the minimum cash access allowable is sufficient cash availability within a zip code, plus 25 percent. FIS links to more than 32 networks and 400 financial institutions, providing substantial cash access to EBT clients throughout the country, including in the State of Florida. FIS will provide cash access for Florida EBT cardholders through the ATM networks operated by NYCE, Wells Fargo Bank, U.S. Bank, TCF Bank, SHAZAM, and others. In addition, Florida EBT cardholders will have cash access through POS terminals. This broad range of cash accessibility will ensure that each county has at least one point of access for Cash Assistance benefits and that cash cardholder s will not have to travel more than 25 miles to access their Cash Assistance accounts. FIS will work with the State to provide additional cash access if any area of the State is identified to be deficient. The process that FIS uses to ensure adequate cash access begins with requesting two FNS files: the EBT1 and EBT4 reports. These files contain pertinent information on all FNS approved retailers, including the retailer s location, name, address, and FNS number. This information is loaded into the FIS-developed Merchant Management System (MMS) and all subsequent contract activity is monitored in this database. When a retailer notifies FIS that they are using a TPP, the retailer record in MMS is marked Active Third Party. In addition to FNS-approved retailers, several non-fns retailers, such Wal-Mart, Kmart, and Target, have signed EBT agreements to offer cash transactions to EBT cardholders. If additional cash access is needed, other retailers, (with State approval) will be recruited to offer cash transactions. FIS will install and maintain POS terminals with cash-only software functionality to meet the State s cash accessibility requirements as the terms and conditions for terminal deployment, technical standards and requirements, maintenance, and support of terminals at such locations is the same as for other POS deployment. An experienced retail team manages our retail cash access effort. FIS has developed close, professional relationships with all of the large retail chains and TPPs that support retailers throughout the country. FIS will use this relationship to monitor and maintain adequate cash access outlets in the State of Florida and its bordering states Cash Access Restrictions The Provider shall have the capability to block cash access at POS and ATM s in specific retail or business locations as may be required by State Statue or Federal Regulation. (i.e. casinos, liquor stores, adult entertainment venues, etc.) FIS understands and honors the State s right to deny access to its benefits through an ATM should that ATM be located in a business whose image is not consistent with the image the State has for its programs. June 12, ITN 02F12GC1

80 FIS acknowledges that the State of Florida may prohibit cash program benefit access from ATM terminals located in businesses such as casinos and other gaming venues, liquor stores, any adult entertainment venues, etc. FIS will comply with Florida laws regarding access to cash benefits. ATM networks block ATM access in the establishments identified by the State. Should ATM access be identified as in one of these types of businesses, FIS will programmatically block transactions from the identified ATM and, if necessary, work diligently with the ATM network or TPP to have the access removed ATM Transaction Sets The Provider shall maintain an EBT system that will process and authorize cash withdrawal transactions originating from ATMs. The FIS ebtedge System will process and authorize cash withdrawal transactions originating from ATMs. Our system will deny transactions if the balance of the cash transaction does not support both the requested withdrawal or transaction and all allowable charges and fees. The FIS ebtedge System uses transaction sets consistent with the EFT commercial infrastructure and the Quest Operating Rules and is able to process ATM cash transactions as requested by the State Manual Authorizations The Provider shall process manual FAP transactions. The manual authorization process may be used by: Authorized retailers who do not have immediate access to a POS device at the time of purchase, including stationary food stores that choose to make home deliveries to FAP households, house-to-house trade routes that operate on standing orders from customers, food buying cooperatives, farmers markets, and other retailers authorized to participate in the FAP Authorized retailers who do not possess a POS terminal, such as those who do not qualify to receive Provider provided equipment because their total monthly FAP sales are under $100 Authorized retailers who have POS equipment, but their POS terminals are inoperable, there are problems with the telecommunications network between the POS terminal and the EBT host processor system, or the EBT System is down or otherwise not available The Provider shall design and distribute a paper voucher to USDA-FNS authorized retailers for use in processing manual FAP transactions. Retailers may utilize their own manual voucher forms as long as they include, at a minimum, the data elements on the voucher designed by the Provider. If the retailer opts to use the Provider s form, the Provider shall provide an adequate supply of manual vouchers to the retailer at no additional cost to the retailer. The authorized retailer is required to complete the manual voucher and call the EBT Provider s retailer customer service line to obtain authorization prior to completing the manual transaction, unless the retailer is not able to access the Provider s EBT system at the time that the purchase is made. FIS realizes that cardholders must have access to their FAP benefits at all times, even if POS terminals are not working or telecommunications links have failed. These conditions can occur when the PINpad, card reader, or entire POS terminal fails, or if there is a problem with June 12, ITN 02F12GC1

81 an intermediate TPP. To that end, we assure the State of Florida that we will process manual FAP transactions, including purchases and returns. We will provide back-up purchase procedures for the manual processing of FAP transactions in the Retailer Agreement and in the retailer training materials. To ensure that cardholders can access their benefits to purchase food at all times at POS locations, we will use a manual, paper voucher process. Non-traditional, FNS-approved retailers who do not have access to POS devices also will use the voucher process to participate in the State s EBT System. Voucher processing is available only to authorized retailers and is used in situations where: The retailer does not have immediate access to a POS device at the time of purchase, including stationary food stores that make home deliveries to FAP households. House-to-house trade routes that operate on standing orders from cardholders. Food buying cooperatives, farmers markets, and other retailers are authorized to participate in the FAP. The retailer does not have a POS device, such as those who do not qualify to receive State-provided equipment based on their total monthly FAP sales (under $100). The retailer has POS equipment, but the POS terminals are inoperable, there are issues with the telecommunications network between the POS terminal and the EBT host processor, or the EBT system is down or otherwise not available. We will make paper vouchers available in adequate quantities to FNS-approved EBTonly retailers for the purpose of completing manual transactions when the need arises. As stated in the training material that will be provided to them, EBT-only retailers may call the Retailer Customer Service 24/7 to request that vouchers be sent to their stores, at no cost to the retailer or to the State. In addition, retailer may request vouchers via the Merchant Portal at Third-party retailers will receive vouchers through their processors. We will provide processors with an adequate supply of vouchers to send to their retailers. However, as an alternative, FIS allows and encourages processors to produce their own vouchers, as long as minimum data requirements are met. We provide an online copy of the form to TPPs so that they can print their own vouchers with the required data elements. Figure 7-64 shows the approved FIS-designed voucher. June 12, ITN 02F12GC1

82 Figure 7-64 Offline Food Voucher In part, the ebtedge System manual process, involving automated voice authorization and preprinted vouchers, was developed to ensure delivery of benefits to FAP cardholders by non-traditional retailers, as required by federal regulation 7 CFR (g)(1)(i). For non-traditional retailers without access to a terminal, the voucher process helps to ensure their participation and timely processing of FAP benefits. June 12, ITN 02F12GC1

83 Voice Authorizations If the authorized retailer does not have access to a telephone (e.g., route vendor, farmers market), the retailer shall obtain (or attempt to obtain) a voice authorization as soon as possible after the purchase. Such transactions are performed at the retailer s risk. The retailer shall be liable for declined transactions if the retailer fails to obtain prior authorization and the EBT account has insufficient funds to cover the purchase. In such instances, the retailer may immediately request that the balance of funds remaining in the account at that time be placed on hold by the Provider as partial payment for the transaction. The retailer may subsequently clear the voucher only for the reduced amount that was authorized If the manual transaction involves a FAP return, the authorized retailer is required to complete the manual voucher but may or may not be required to obtain a voice authorization prior to completing the transaction Whenever a paper voucher is used, the Provider shall require the cardholder s signature and the authorization number, provided by the Provider at the time the hold was placed on the EBT account, on the voucher as a condition for processing. Cardholders shall also be required to produce their EBT Card. A toll-free telephone number shall be provided to authorized retailers to obtain authorizations for the manual vouchers. The authorization process shall be automated as part of the customer service functionality; however if the automated authorization process is not accessible, authorized retailers must be able to obtain manual authorizations from a Customer Service Representative (CSR). Providers shall not limit the number of manual authorizations that may be performed during a single call to the ARU, but may limit the number of authorizations performed through a CSR Upon providing a telephone authorization for a manual FAP transaction, the Provider shall place a hold on the amount of benefits necessary to fund the transaction. The Provider shall maintain the hold on FAP benefits until the voucher transaction is cleared, up to a maximum of thirty (30) days. An authorized retailer has thirty (30) calendar days to submit the voucher, either electronically or by paper copy, to complete the transaction. If the retailer fails to submit the voucher within the thirty (30) days, the hold shall be released and the use of these funds shall revert back to the cardholder. The retailer or acquirer bears the liability for the transaction if the voucher is not cleared timely The authorized retailer shall not be allowed to clear any voucher for more than the authorized amount, nor shall the retailer be allowed to clear a voucher for a FAP return transaction for less than the authorized amount. The Provider shall have a process available to allow the retailer to: Clear a purchase voucher for less than the authorized amount Cancel a purchase authorization completely before the thirty (30) day hold period has expired (or clear the voucher for $0.00) As stated in Section , Manual Authorizations, if access to the FIS ebtedge System through a POS terminal is not available, retailers are required to complete manual vouchers and obtain voice authorizations prior to completing FAP transactions. If the retailer does not have access to a telephone, the retailer must obtain a voice authorization as soon as possible after the purchase. Vouchers submitted for payment without prior authorization from the IVR will be accepted by FIS at the risk of the retailer and will be paid only if the cardholder s remaining account balance is sufficient to cover the amount of the FAP purchase indicated on the voucher. If the cardholder has insufficient funds to cover the purchase amount, and the retailer fails to obtain prior authorization, the retailer is liable for the transaction amount. If a voucher clear transaction is initially denied for nonsufficient funds, our automated voucher system offers retailers the option to take partial payment (for the amount of the cardholder s remaining FAP balance). The retailer may subsequently clear the voucher only for the reduced amount that was authorized. If a manual voucher transaction involves an FAP return, FIS understands that the State requires the retailer to complete the manual voucher but may or may not be require that retailer to obtain a voice authorization prior to completing the transaction. Should the retailer June 12, ITN 02F12GC1

84 Presented to choose to not obtain voice authorization, FIS will complete the transaction at the retailer s risk. AUTHORIZATIONS When paper vouchers are used, retailers are instructed to have the cardholder produce their EBT card and sign the voucher as a condition for processing. The retailer is responsible for calling the IVR/CSR for voice authorization of a debit or credit voucher transaction. A Retailer Help Desk CSR or the IVR is available 24/7 via a toll-free number. The toll-free number and proper use of vouchers are included in the training program for new retailers. Our easy-to-use IVR is fully automated and allows a retailer to receive a voice authorization without having to speak to a CSR. However, should the retailer need assistance in obtaining voice authorizations, our CSRs are available to provide help for the retailer, with no limit on how many authorizations can be performed through a CSR. The voucher process functions as follows: The retailer calls the IVR toll-free number and responds to voice prompts. The retailer is asked to enter the FNS number, the cardholder s card PAN, voucher number, transaction type, and purchase amount. The request is routed to the ebtedge System, as long as the system is available. The system verifies the retailer FNS number and confirms availability of funds from the cardholder account. Approved transactions generate an approval number and an approved amount. The retailer must include the approval number on the voucher as a condition for settlement. The ebtedge System places a hold on the benefit account for the amount of the transaction. The retailer completes the voucher and obtains the cardholder s signature. The retailer gives a copy of the completed voucher to the cardholder. Immediately upon authorization of a manual FAP purchase, FIS places a hold on the authorized funds in the cardholder s account. Holds on FAP benefits are maintained until the voucher transaction is cleared, up to a maximum of thirty (30) calendar days. The retailer will have thirty (30) calendar days to submit the paper voucher or electronically clear the voucher transaction as further described in Section , Manual Voucher Clear. When the voucher is cleared, the funds are moved with the rest of the retailer s daily activity. The amount is included in the net settlement to the retailer. Should the retailer fail to submit the voucher within thirty (30) calendar days, the voucher will expire. The funds that were placed on hold for an FAP purchase transaction revert to June 12, ITN 02F12GC1

85 Presented to the cardholder s account, and the retailer or acquirer bears liability for the transaction. In the event that the acquirer paid the retailer for a voucher that has not cleared in a timely basis, the acquirer will be liable for the charge, unless the acquirer is able to recover the funds from the retailer. FIS will abide by the following rules: Retailers will not be allowed to clear any voucher for more than the authorized amount. Retailers will not be allowed to clear a voucher for an FAP return transaction for less than the authorized amount. FIS will allow retailers to clear a purchase voucher for less than the authorized amount. FIS will allow retailers to cancel a purchase authorization completely before the 30-day hold period has expired, or clear the voucher for $ Stand-in Processing The Provider shall allow for stand-in processing of FAP purchases up to Fifty Dollars and No Cents ($50.00), if an USDA- FNS authorized retailer cannot access the Provider s EBT system because the Provider s EBT System is unavailable for authorization processing and a voice authorization cannot be obtained. In this event, the Provider shall be liable for insufficient funds. The Provider s system shall be designed to prevent merchants from re-presenting manual vouchers in subsequent months. However, an exception to re-presentment shall be allowed if the insufficient funds for the voucher occurred while the Provider was authorizing transactions in a stand-in processing mode. In the event that FIS suffers a short-term outage where the FIS EBT authorization system is unavailable, but switching over to the back-up site is not appropriate, we will support the use of stand-in processing for FAP purchases up to $50.00 per day per case per unique outage for which we will be liable for insufficient funds. The ebtedge System is designed to prevent system operation disruptions. However, when the ebtedge System is unavailable to authorize transactions due to scheduled maintenance, or hardware or software failure, we will support the use of stand-in emergency vouchers. Retailers calling the IVR will be able to speak to a CSR. The CSR will inform the retailer of the $50.00 amount limit, process a voucher, and provide a temporary approval number. The retailer will be liable for any voucher amount over $ The procedure for stand-in processing will be defined in the Retailer Agreement. Once the authorization system becomes available, FIS Customer Service staff will enter the pre-approved voucher into the system to create a system-generated approval number. The retailer is then contacted and provided this number so the voucher can be cleared via the POS device. Low-volume or nontraditional retailers who do not have access to a POS device will mail the vouchers to FIS for clearing. When the voucher is cleared, the cardholder s balance is debited and the funds are settled to the retailer with the daily transaction settlement according to the retailer s end of day. June 12, ITN 02F12GC1

86 If a cardholder has insufficient funds to cover a previously approved emergency voucher request, the voucher is processed and cleared for the amount of the cardholder s FAP balance, and the retailer is asked to mail the voucher form to FIS for processing. Because the FIS ebtedge System was unavailable and could not verify the balance, we will accept liability up to a limit of $50.00, even if the cardholder s balance is less than that amount. The retailer has 30 days to perform a voucher clear transaction or to mail in the paper voucher. Once the voucher has been cleared, the amount is settled with the retailer or TPP online transactions in the normal daily settlement process. RE-PRESENTMENT FNS authorized retailers are required through FNS certification and by EBT contract to abide by the FNS regulations, which prohibits the re-presentment of manual voucher transactions. The IVR process has been approved by every state that uses voice authorization voucher processing. FNS and the State must rely on the integrity of the retailer with respect to the rules supporting manual voucher transactions. Re-presentment information is included in the retailer s EBT contract and in the training provided to new retailers. Our automated voucher system offers retailers the option to take partial payment (for the amount of the cardholder s remaining FAP balance) if a voucher clear transaction is initially denied for nonsufficient funds. FIS will allow an exception to re-presentment if the insufficient funds for the voucher occurred while FIS was authorizing transactions in a stand-in processing mode, only if the retailer mails the voucher to the FIS help desk for clearing. If the FIS CSR attempts to clear the voucher and it is rejected for insufficient funds, the CSR may try to re-present the voucher to try to assist the retailer in recovering the funds owed. June 12, ITN 02F12GC1

87 Presented to Manual Voucher Clear The Provider shall clear manual vouchers in accordance with the following process: if the authorized retailer has a POS device, the retailer will convert the manual transaction to an electronic transaction for transmission to the Provider when the POS device is again able to communicate with the EBT Host. If the authorized retailer is a non-traditional or low-volume USDA-FNS authorized retailer who does not have a POS device, the voucher will be mailed or ed directly to the Provider for clearance and settlement. The Provider shall process manual vouchers on the day the vouchers are received in the mail. If a retailer submits a voucher for which prior authorization was not obtained, or the signature is not present on the manual voucher, the transaction shall be declined and the retailer will be liable for the declined transaction. The FIS ebtedge System supports three methods of clearing manual vouchers: POS Merchant Portal (web) Mailing the voucher to the help desk The FIS ebtedge System will not allow a retailer to clear a voucher for more than the authorized amount. The voucher clear transaction amount must match the amount of the original transaction or the voucher clear transaction will be denied. POS Voucher Clear As specified in the Quest Operating Rules, FIS supports the electronic clearing of FAP voucher transactions. The store clerk is required to enter the following information into the POS device to receive credit for the FAP voucher: Card number Transaction type (FAP purchase or return) Transaction amount Voucher number Approval number The entered information is validated on the EBT host, and the retailer receives credit for the FAP voucher if the information entered matches the data on the host. The retailer is still required to retain a copy for audit purposes. Merchant Portal EBT-only retailers without a POS device who have access to the Internet can also clear vouchers via our Merchant Portal. This allows retailers to quickly and easily clear their vouchers and expedite settlement for FAP transactions. Figure 7-65 shows the FIS Merchant Portal page used to clear vouchers. June 12, ITN 02F12GC1

88 Figure 7-65 Merchant Portal Voucher Clear Processing Page Mailing Vouchers EBT-only retailers without a POS terminal can send their FAP vouchers directly to FIS Customer Service to clear the vouchers and receive credit for the transactions. We will process manual vouchers on the day that we receive them in the mail. Much like the POS method of clearing vouchers, the cardholder s signature must be on the voucher, and the card number, transaction type, transaction amount, voucher number, and approval number must be verified by FIS before it can be cleared. Vouchers not containing key information will be declined and returned to the originating retailer at their risk. Vouchers processed by retailers using TPPs must be mailed to the processor for clearing if an electronic clear cannot be performed Voids or Cancellations The Provider shall have the capability to allow voided or cancelled transactions in accordance with the following process: a transaction may be voided/cancelled by a retailer at a POS device or by a cardholder at an ATM. The void/cancellation message will include the trace number, the exact dollar amount, and other identifying information from the original transaction. The Provider shall accurately process the void or cancellation transaction and have the effect of the void/cancelled transaction immediately and appropriately reflected in the cardholder's EBT account. The FIS ebtedge System supports voiding/canceling the last transaction performed by a retailer at a POS device or by a cardholder at an ATM. This type of transaction is useful if a clerk performed an erroneous transaction or if a cardholder decides not to complete the transaction. June 12, ITN 02F12GC1

89 POS Device The retailer can select the Void Last Transaction function, which transmits the previous transaction trace number, exact dollar amount, and other identifying information from the original transaction. This transaction voids the last transaction performed at the terminal. The EBT host system accurately processes the voided transaction by matching the unique trace number, exact dollar amount, and other identifying information from the original transaction. A supervisor override password is required at the terminal to complete the transaction. When the voided transaction is processed, the cardholder s account is immediately credited to reflect the proper balance. ATM FIS will accept and accurately process reversal transactions generated from ATMs. A cardholder may select the cancel option of the ATM to cancel the transaction before the transaction is completed Reversals The Provider shall reverse a POS or ATM transaction if for some reason the completion of the transaction cannot take place at the originating ATM/POS device (e.g., communication failure with the device and/or a device malfunction, or a late response from the Provider). The entity (specifically the third party Provider (TPP), authorized retailer/benefit acquirer, or the ATM/POS device) within the response chain where the transaction error is recognized will generate a reversal message back to the Provider. As defined within the EBT ISO message specifications, the reversal message will include the trace number, the exact dollar amount, and other identifying information from the original transaction. The Provider shall have the capability to accurately process the reversal transaction and have the results reflected immediately and appropriately in the cardholder's account. FIS meets all State, FNS, and Quest requirements in the processing of reversal transactions. FIS recognizes that a transaction may reverse for various reasons. FIS handles these transactions and posts the returned amount quickly and accurately. When an authorized retailer, TPP, or the ATM/POS device recognizes a transaction error, a reversal message is generated and sent to FIS. We process reversal requests, including the trace number, exact dollar amount, and other identifying information from the original transaction, as defined in the ANSI EBT ISO 8583 specifications. POS and ATM reversal transactions are processed online in real-time the results are reflected immediately on the cardholder s account Store and Forward The Provider s EBT system shall make accommodations for the following: at retailer option, a retailer may store and forward at a future time FAP transactions, provided the retailer s equipment is capable of storing a cardholder s encrypted PIN. Store and forward transactions shall be processed at the retailer s risk. If sufficient funds are not available in the cardholder s account at the time the transaction is forwarded, the retailer shall be permitted to use the one-step partial store and forward process described in the Federal regulations at 7 CFR 274. Partial store and forward processing will allow the retailer to collect the balance remaining in the cardholder s account limiting their possible losses. June 12, ITN 02F12GC1

90 The retailer shall be allowed to forward the store and forward transactions to the EBT host one time within 24 hours of when communications with the system are restored. Should the 24-hour time period cross into the beginning of a new benefit issuance period, the retailer shall be allowed to draw against any available benefits in the account during the 24-hour time period to satisfy the outstanding purchase transaction. Store and forward transactions must be uniquely identified, included in transaction history detail records, and tracked by: Card (PAN) number Retailer location Swiped transactions Keyed transactions When a transaction message is identified as a store and forward transaction, the EBT host will sent authorization for a partial amount when the account available balance is less than the requested amount. Store and forward denials will be tracked by a reason code Store and forward partial authorization functionality must be capable of being turned on or off upon the Department s request, based on a system parameter flag Store and forward transactions (full and partial) must be included in the daily account activity file with a unique transaction response code In accordance with FNS regulations at 7 CFR 274.8(e)(1), FIS will accept store-andforward SNAP transactions from third-party retailers capable of this function. The storeand-forward transaction must be presented in the EBT-version of the ISO 8583 EBT message format and it must include the encrypted PIN as part of the transaction. The retailer is allowed to forward the transactions to the FIS EBT host one time within 24- hours of system availability. If this 24-hour time period crosses into the beginning of a new benefit issuance period, the retailer is allowed to draw against any available benefit in the account during this 24-hour timeframe. The retailer assumes all liability for storeand-forward transactions that are denied for reasons such as insufficient funds, bad card status, or invalid PIN. The Retailer Agreement will govern any allocation of liability between the acquirer and the retailer. Store-and-forward transactions are uniquely identified, included in transaction history detail records, and are tracked by the following: Card (PAN) number Retailer location Swiped transactions Keyed transactions PARTIAL PAYMENT (ONE STEP) If funds are available when the transaction is forwarded, but the amount available is insufficient to cover the total transaction amount, FIS will give the retailer partial approval for the transaction total based on the amount available in the cardholder s account. The retailer is then liable for the difference. FIS requires that retailers receiving partial approvals for store-and-forward transactions must identify these transactions in accordance with ISO 8583 (X9.58) standards. To ensure retailers are following federal June 12, ITN 02F12GC1

91 regulations when using partial approval, we require all TPPs using this function to be certified. For store-and-forward transactions, FIS ensures: Denials are tracked by a reason code Store-and-forward partial authorization functionality is capable of being turned on or off at the State s request, based on a system parameter flag Full and partial transactions are included in the daily account activity file with a unique transaction response code RE-PRESENTMENT OF STORE-AND-FORWARD FNS-approved retailers are required through FNS certification and by EBT contract to abide by FNS regulations, which prohibit the re-presentment of store-and-forward transactions. If funds are unavailable at the time the transaction is forwarded, we will deny the transaction, and the retailer may not re-present the amount for payment Key-entered Transactions The Provider shall accept and process EBT transactions where the PAN has been manually entered (key-entered) into the POS device. Transactions may be key-entered at times when a card presented by a cardholder is damaged and/or the POS device is unable to accurately read the magnetic stripe. The validation of the cardholder s PIN is still required on keyentered transactions. If a PIN pad is defective or for other reasons a PIN does not accompany the transaction to the EBT host for processing, the Provider shall deny the transaction. The Provider shall adopt other security measures to prevent cardholder and retailer abuse/misuse of the key-entry feature. The Provider shall ensure that the PAN printed on the transaction receipt is truncated. The Provider shall be able to selectively disable or deny the capability of an EBT-only POS device from completing key-entered transactions. The Provider shall track, and report to the Department upon request, key-entered transactions by card number and by the USDA-FNS number. The Provider shall respond to reports of malfunctioning or defective equipment at retailer sites, including both EBT-only POS devices and retailer owned devices. The FIS ebtedge System will accept and process EBT transactions for manual card entry (key-entry of the PAN) into the POS device. These manual transactions may be entered in situations where the card presented by the cardholder is damaged or the POS is unable to accurately read the magnetic stripe. Manual card entry transactions go through the same verification process as swipe transactions, and a valid PIN is required for approval. If a valid PIN does not accompany the transaction, or if the PINpad is defective, the transaction will be denied. SECURITY MEASURES FIS recognizes the value of security measures to prevent cardholder and retailer abuse or misuse of the manual or key entry feature. To support that security requirement, June 12, ITN 02F12GC1

92 manually-entered transactions on EBT-only devices require a valid supervisor ID and password prior to the transmission of the request. PANs are truncated from the left when printed on any transaction receipt to prevent cardholder or retailer abuse of the key-entry feature. TRUNCATED PAN Transaction receipt requirements, including PAN truncation, are documented in the EBT ISO 8583 Processor Interface Technical Specifications Manual. FIS complies with, and requires TPPs to conform to, the EBT ISO 8583 specifications. At the conclusion of certification testing with a TPP, the FIS certification test staff request receipts from the processor and verify the receipts for accuracy, including the PAN truncation requirement. Figure 7-66, shows a sample of a cardholder s receipt from an EBT-only terminal. Figure 7-66 ebtedge System POS Receipt SELECTIVELY DISABLE OR DENY KEY-ENTERED TRANSACTIONS We offer the ability to selectively modify EBT-only POS terminal loads, and to disable the option to manually enter card numbers on a terminal-by-terminal basis. This functionality is defined directly on the device or through FIS terminal download system. June 12, ITN 02F12GC1

93 TRACKING AND REPORTING We track key-entered transactions by card number and by retailer site, and report these transactions on the Manual Card Entry-Merchant Report and the Manual Card Entry- County/Local Offices Report (shown in the following figures), which list the cardholders, by retailer and local office, whose EBT card numbers were manually entered rather than swiped at the POS device. The EBT staff can use these reports to determine which cards may be damaged and need to be replaced. EBTMS416-2 STATE NAME SETDATE: 01/31/XX PAGE: 1 A MANUAL CARD ENTRY REPORT - MERCHANT ( %) RUNDATE: 02/03/XX TRANSACTION TRAN TRANSACTION CARD NUMBER CASE NUMBER MERCHANT ID TERMINAL ID CLERK ID DATE TIME TYPE REJ AMOUNT A B /19 19:38 FSP A B /11 23:46 FSP A B /26 14:55 FSP EBTMS416-2 STATE NAME SETDATE: 03/31/XX PAGE: 2 A MANUAL CARD ENTRY REPORT - TERMINAL ( %) RUNDATE: 04/02/XX TRANSACTION TRAN TRANSACTION CARD NUMBER CASE NUMBER MERCHANT ID TERMINAL ID CLERK ID DATE TIME TYPE REJ AMOUNT A B /12 14:18 FSP A B /28 16:54 FSP A B /30 08:43 FSP A B /30 17:15 FSP A B /13 14:21 FSP P A B /16 18:10 FSP A B /18 17:15 FSP A B /20 14:57 FSP A B /23 15:37 FSP 4.20 Figure 7-67 Manual Card Entry Report-Merchant Sorted by retailer and then lists the cardholders by terminal where an EBT card was manually entered rather than swiped. EBTMS416-1 STATE NAME SETDATE: 01/31/XX PAGE: 1 COUNTY/LOCAL OFFICE MANUAL CARD ENTRY - COUNTY/LOCAL OFFICE (%) RUNDATE: 02/03/XX TRANSACTION TRAN TRANSACTION CARD NUMBER CASE NUMBER MERCHANT ID TERMINAL ID CLERK ID DATE TIME TYPE REJ AMOUNT A B /09 22:52 FSP TERM002 03/14 21:54 FSP A B /20 18:11 FSP A B /22 17:52 FSP A B /05 16:40 FSP P A B /15 17:43 FSP A B /18 15:41 FSP A B 1 03/01 10:37 FSP A B /12 11:54 CW A B /12 12:45 CW A B /14 16:55 CW A B /03 22:45 FSP A B /25 08:14 FSP A B /09 18:42 FSP A B /23 07:49 CW U A B /14 14:29 FSP A B /15 11:05 FSP Figure 7-68 Manual Card Entry-County/Local Office Report Lists the cardholders whose EBT cards were manually entered rather than swiped. The volume of card numbers listed is configured according to the percentage amount selected by the State (100% is used as the default if a percentage is not selected). Occurrences less than the percentage amount are not reported. The percentage is calculated as manual entries divided by total transactions. The maximum will be established during the detail system design. June 12, ITN 02F12GC1

94 We are confident that our Manual Card Entry Reports will allow us to identify retailers and cardholders with excessive key entry use, and enable us to resolve the retailer issues in a timely manner. RESPOND TO CARDHOLDER REPORTS OF MALFUNCTIONING OR DEFECTIVE EQUIPMENT If a cardholder calls to report malfunctioning or defective equipment at retailer sites, every attempt is made to contact the store (if it is an EBT-only retailer) or the processor (if it is a third party retailer). If FIS can identify the processor, FIS will pass the information to the processor. Since not all retailers process directly with FIS, contact and processor information is limited or not available for many commercial EBT retailers. FIS also employs preventive maintenance procedures to ensure that POS terminals are operational and available for cardholders use. Our call tracking system tracks how often a retailer has called in the last 30 days, enabling CSRs to identify any ongoing equipment issues. Our practice is to replace equipment if it has caused multiple service calls. CSRs also look for trends in problems that affect multiple retailers. For example, the Help Desk recently noted a recurring equipment problem. By gathering data from multiple retailers, we were able to determine that the problem was caused by plugging power supplies into circuits shared with compressors and other high amp devices. FIS technicians then changed how they responded to those calls to include advising retailers to move the power supply to a non-loaded circuit. Finally, FIS staff reviews a daily report showing any reversals caused by malfunctioning terminals, and our staff proactively calls those retailers to troubleshoot the malfunctioning terminal Account Adjustments The Provider shall have in place a process such that a retailer, TPP, or the Provider can initiate an adjustment to resolve errors and out-of-balance issues related to system problems. The Provider, on behalf of a cardholder complaint, can also initiate an adjustment to resolve a transaction error. In either case, the adjustment will reference an original settled transaction, which is partially or completely erroneous. The Provider shall have the capability to process the adjustment and have this reflected in the cardholder's account. Adjustments shall be processed in accordance with Federal regulations regarding the recording, tracking and processing of these types of adjustments. Adjustments made by the Provider must be in accordance with Retailer-Initiated Adjustments requirements in 7 CFR 274. Store and Forward transactions are not accepted for the adjustment process. The Provider shall provide electronic notification to affected cardholders of pending debit adjustments using messaging technology including, but not limited to outbound messaging, alerts via phone, or text message, messaging on the Cardholder website, and messaging functionality on the Customer Service IVR. Messaging shall contain the following information at a minimum: Date adjustment will be completed Adjustment amount Card number (PAN) Reason for adjustment Advisement that any amount owed is subject to collection from the cardholder s next month s benefit To contact the Department to dispute the claim (administrative hearing process) June 12, ITN 02F12GC1

95 The Provider shall provide a method by which Department staff will notify the Provider that the cardholder has disputed the debit adjustment claim and provide the Department with supporting documentation for the adjustment claim for use in the administrative hearing. The Provider shall also provide a method by which Department staff will notify the Provider of the administrative hearing decision to either proceed with or close the claim. Partial adjustments will not be settled. FIS complies with federal regulations regarding the recording, tracking, and processing of adjustments. In the normal electronic transaction-processing environment, a transaction may pass through several processing points to be authorized and routed back to the original point of entry to dispense cash or goods. Each of these points presents a potential point of failure. To handle the discrepancies between the acquirer and cardholder, an adjustment process has been established. The FIS Automated Adjustment System fully supports the changes presented in the FNS Regulation 7 CFR Parts 272, 273 and 274 issued July 5, 2000, and Chapter 5 of the Quest Operating Rules adopted May Store-and-forward transactions are not accepted for the adjustment process. FIS operates an extensive Research and Adjustment Unit. The staff consists of highly trained individuals who understand transaction processing and exception items, such as ATM misdispenses and POS disputes. The Unit has responsibility for all the exception processing claims for states, cardholders, networks and retailers for EBT transactions. They adhere to FNS and Quest rules, depending on the state s requirements. The Research and Adjustment Unit maintains a reporting system to manage and monitor all adjustment requests and ensure they are completed within the required timeframes. The FIS Automated Adjustment System fully supports and is operated in accordance with federal regulations recently issued regarding the recording, tracking, and processing of these types of adjustments. As shown in Figure 7-69, adjustment or claim requests are submitted either by a cardholder, retailer, TPP, or network. The majority of the claims come to the unit from the Help Desk. These are from cardholders reporting ATM misdispenses. These claims are submitted to the various networks for their research and response. FIS also identifies exception items through various system-generated reports, such as the Agency Reconciliation Report. The report will show any out-of-balance condition between the FIS EBT Gateway and the State s Authorization Engine (AE). These items are thoroughly researched and retailers, TPPs, and networks are notified and given a set amount of time to validate the findings. Once that has occurred, the appropriate action is taken. June 12, ITN 02F12GC1

96 Figure 7-69 Adjustment Process The adjustment requests from retailers and ATM networks are generally found when they are performing reconciliation of their day s totals back to the dollar amount settled to them by FIS. If retailers have a difference, they contact either their TPP, if applicable, or the Retailer Help Desk if they are an EBT-only retailer. The TPP or ATM network initiates an adjustment on behalf of their retailer or contacts the Retailer EBT Research Unit to research and determine the action to be taken. If the retailer has called the Retailer EBT Help Desk, a Research Request form is opened and the Research and Adjustment Unit decides on the action to be taken to clear the difference. FIS enters validated adjustment requests into our Automated Adjustment System. The adjustment will reference the original settled transaction, which has been determined to be partially or completely erroneous. The Automated Adjustment System debits and credits the appropriate retailer, TPP, or network and credits or debits the cardholder s benefit balance. The amount of the adjustment is reflected in the cardholder s benefit balance immediately. On a daily basis, FIS will produce the Adjustment Transaction Detail Report and the Adjustment Transaction Activity Report, as shown in the following figures, that will provide the State with information and a clear audit trail of all adjustment transactions processed throughout the system. June 12, ITN 02F12GC1

97 EBTDS220-1 STATE NAME SETDATE 10/22/XX PAGE: 1 MERCHANT/TPP NAME ADJUSTMENT TRANSACTION DETAIL RUNDATE 10/22/XX TRANSACTION TRN BENE CONTROL CARD USER MERCH CARDHOLDER NUMBER DATE TIME TYP CLASS AMOUNT NUMBER ADJUSTMENT REASON ACCEPTOR ID ID FNS ID /22 04:22 CCC CASH ATM UNDER-DISPENSE DSLNB 10/01 11: /22 05:36 CCC CASH ATM UNDER-DISPENSE DLSNB 09/22 05: /22 05:42 CCD CASH ATM DISPENSED C/H NOT CHGD DLSNB /10 10: /22 05:59 CFC FS C/H CHGD NO GOODS RECEIVED DLSNB /12 14: /22 15:34 CFD FS TRANS REVERSED BACK TO CARD DLSNB MERCHANT ADJUSTMENT TOTAL Figure 7-70 Adjustment Transaction Detail Report EBTDS220-1 STATE NAME SETDATE 03/31/XX PAGE: 1 MERCHANT/TPP NAME ADJUSTMENT TRANSACTION ACTIVITY RUNDATE 03/31/XX TRANSACTION TRN BENE ADJ AMT/ CONTROL CARD USER MERCH CARDHOLDER NUMBER DATE TIME TYP CLASS HOLD/AMT NUMBER ADJUSTMENT REASON ACCEPTOR ID ID FNS ID STATUS /22 04:22 HFD FS TRAN REVERSED BACK TO CARD DSLNB A 10/01 11:41 RegE info /22 04:22 CFD FS SYSTEM OUT-OF-BALANCE DSLNB R 10/01 11:41 RegE info /22 05:59 HFD FS FAIR HEARING REQUEST DLSNB E 10/12 14:33 RegE info /22 05:59 CFD FS FAIR HEARING DECISION DLSNB R 10/12 14:33 RegE info /22 15:34 HFD FS GOODS RECEIVED C/H NOT CHARGED DLSNB A 10/01 10:26 RegE info Figure 7-71 Adjustment Transaction Activity Report In addition to the Adjustment Transaction Activity Report, which will provide the State with the information needed on pending debit adjustments so that notification can be made to the cardholder, FIS will provide the State with the Adjustment Notification Detail File. The Adjustment Notification Detail File will be sent to the State with all debit adjustment activity during the business day. If the State so chooses, the file can be used in automating the cardholder notification process. A settled adjustment will appear on the Daily Activity Terminal Report, Terminal Activity Report, Adjustment Transaction Detail Report, and Daily History Extract File. Adjustment entries reference the original settled transaction that caused the discrepancy. If an adjustment is required, it is included in the retailer, TPP, or network settlement and the offset reflected in the cardholder s account. It is netted into the total cash or FAP amount reported to the State on the Clearing Statement. The adjustment will be reported on the Daily Statistical Report and the Database Value Report under the benefit group and type that satisfied the adjustment. NOTIFICATION PROCESS FIS will work with the State to provide notification to affected cardholders of pending debit adjustments using the following methods: June 12, ITN 02F12GC1

98 Outbound messaging Alerts via phone Text message Cardholder Portal IVR This messaging includes the date the adjustment will be completed, adjustment amount, PAN, reason for adjustment, advisement that any amount owed is subject to collection form the cardholder s next month s benefit, and indication to contact the State to dispute the claim. ADMINISTRATIVE HEARINGS Upon request from the State, FIS requests supporting documentation from acquirers for adjustment claims for use in Administrative (Fair) Hearings in compliance with Quest and USDA-FNS regulations. If a cardholder requests a Fair Hearing within the 15-day Fair Hearing waiting period, the State expires the adjustment flag through the webadmin application or notifies FIS to expire the flag on their behalf, using the adjustment claim identifier. This process ensures that no further action is taken on the adjustment until the State completes the Fair Hearing process. If, at the Fair Hearing, the ruling is in the cardholder s favor, no further action is required. If the decision is not in favor of the cardholder, the State notifies FIS. We have a process in place to handle the notification of a decision from a Fair Hearing. The Research and Adjustment Unit uses a simple workflow form that the State sends to FIS upon receiving the results of a Fair Hearing decision. This process is in place for our EBT projects today, and has proven to be effective for managing the adjustment process. Upon notification, FIS enters a debit adjustment to the cardholder s account. If the funds are available the debit immediately posts to the cardholder s account. No fair hearing notice is required. If the funds are not available, the system continues to check for the funds until the last day of the following month. June 12, ITN 02F12GC1

99 INSUFFICIENT FUNDS If the cardholder does not have sufficient funds available to cover the adjustment, the system flags the available funds and triggers a flag for the remaining amount. Partial adjustments are not settled as a part of the adjustment process. The ebtedge System performs a daily check against the cardholder s benefit authorizations to complete the adjustment action prior to the end of the next calendar month. When the cardholder s next month s benefits become available, the system takes the amount of the adjustment from any current benefits available, and then takes the remaining, or all, benefits from the next month s benefits. This adjustment flag has priority and is deducted as soon as benefits become available Processing Speed Requirements The Provider shall comply with all relevant processing speed requirements as stated in 7 CFR 274. FIS will meet the FNS processing speed requirements as stated in 7CFR 274. The FIS ebtedge System consistently processes and responds to all online transaction requests in less than two seconds from the time the request is received. As defined for EBT projects, POS response time is measured from the time the first character of a transaction is sent electronically from the terminal and ending at the time the first character in the response message is displayed at the terminal EBT System Availability The Provider s EBT system, including the system s central computer, any network or intermediate processing facilities under the control of the Provider (either service Provider or subcontractor to the Provider), shall be available 99.9% of scheduled uptime, 24 hours a day, seven days per week including during a Disaster. Scheduled uptime shall mean the time the database is available and accessible for transaction processing, and shall exclude scheduled downtime for routine maintenance. The Provider shall attach particular importance to providing the Department advance notification of scheduled system downtime. This notification shall be at least thirty (30) calendar days prior to scheduled system downtime and must be provided in writing (paper or will be accepted). The Provider shall notify the Department in advance of scheduled downtime for routine maintenance, which shall occur during off-peak transaction periods. The Provider shall provide the Department with any scheduled downtime outside of the time required for routine maintenance, and obtain the Department s approval for such downtime. The Provider shall provide immediate notification to the Department in the event of unscheduled downtime, to include the reason(s) for the unscheduled downtime, the course of action to be taken to resolve the issue(s) causing the downtime, and an estimate as to when the system will again be available. FIS has consistently maintained an availability rate of more than 99.9% for the EBT transaction processing platforms. We understand that system availability refers to the percentage of time the system is functioning so that transactions can be processed, excluding scheduled downtime. Because efficient and reliable benefit delivery requires performance by all independent processors linked into the EBT network, all participating June 12, ITN 02F12GC1

100 Presented to TPPs must also agree to comply with the State s processing speeds and availability standards. Central Computer Availability The ebtedge System s central computer will be available 24/7 to process the State s EBT transactions at least 99.9% of the time, excluding scheduled downtime for routine maintenance. We understand the system availability and reliability requirements and definitions set forth in the federal regulations. Our goal is 100% availability for both our EFT and EBT customers. We have maintained an uptime percentage greater than % since the first EBT transaction in Our EBT HP NonStop computer systems have an uptime rate of %. This percentage can be attributed to the experience of FIS in maintaining online systems, as well as the standards and procedures in place to handle emergency problems and issues. Because of this, FIS was also named the #1 overall financial technology provider in the world by American Banker and Financial Insights (FinTech100). Table 7-11 Transaction Availability and Responsiveness Availability % % % % % % % % % Responsiveness (Switch Time Seconds) TOTAL SYSTEM SCHEDULED UPTIME FIS understands the significance of, and delivers a quality system and the performance that the Florida EBT Program requires. High quality system performance enhances the efficiency and trust for all user groups, especially cardholders and retailers. As defined for EBT projects, scheduled uptime is the time during which the database is available and accessible for transaction processing, excluding downtime for routine maintenance. The total system, including the central computer, any network or intermediate processing facilities, and client authorization processors under our control, will be available 24/7 at least 98% of scheduled uptime. We are able to provide this outstanding service because of our telecommunications network, our hardware platform, and the supporting software operating systems. June 12, ITN 02F12GC1

101 SCHEDULED DOWNTIME FIS performs scheduled maintenance on our application software, such as Authorization Engine or ADMIN solutions, on the 3 rd Monday of each month between the hours of 3:00 am and 5:00 am ET. This maintenance generally lasts between 5 and 15 minutes. We perform scheduled maintenance on our acquiring and gateway transaction processing switches every 4 to 5 weeks depending on holidays between the hours of 1:00 am and 3:00 am ET. If the switch software maintenance requires a full outage, the maintenance lasts between 5 and 15 minutes. However, most switch maintenance is installed on a component basis that only requires component refreshes. The component refreshes result in minimal (less than one minute) unavailability. The FIS ebtedge System uses a commercial database management system to allow maintenance of tables without an outage. Occasionally, a full outage is required, usually for major restructuring of hardware and operating systems. This type of maintenance is usually scheduled many weeks in advance in order to coordinate support, vendor availability, and internal staff extended hours. Any necessary full outage will also be scheduled during non-peak hours. Notification In the event of off-schedule maintenance, we will provide written (paper or ) notice within thirty (30) calendar days in order to obtain the State s approval. An explanation of the maintenance, such as software installation, hardware configuration, or relational database maintenance to the affected customers will be provided. If any scheduled downtime outside of the time required for routine maintenance is necessary, we will arrange a time and seek approval from the State. For unscheduled downtime, we will provide immediate notification to the State, which will include a reason for the downtime, our resolution for the issue causing the downtime, and an estimate as to when the system will be available USDA-FNS Standards for Transaction Processing Accuracy As defined in the federal regulations, the Provider s EBT System Central Computer shall permit no more than two (2) inaccurate EBT transactions for every 10,000 EBT transactions processed. The transactions to be included in measuring system accuracy shall include: All FAP and Cash transactions occurring at ATM and/or POS terminals and processed through the host computer Manual transactions entered into the system, including manual voucher authorization and subsequent settlement, which may occur by clearing a physical, manual voucher document Credits to EBT accounts FIS understands the importance of providing transaction accuracy. We meet or exceed the service level of no more than two inaccurate transactions per month, per every 10,000 EBT transactions, and we will resolve any errors in a prompt manner. We have an June 12, ITN 02F12GC1

102 exemplary record of transaction accuracy in our current EBT projects. Overall, FIS far exceeds the FNS standard. Transactions include: All FAP and Cash transactions occurring at ATM and/or POS terminals processed through the host computer Manual transactions entered into the system Credits to EBT accounts This high level of performance is one of the most important qualities we offer our customers. To ensure EBT transaction accuracy, the ebtedge System provides message security and integrity in several ways. First, a longitudinal redundancy check and a block check character are use to ensure that a message is transmitted in its entirety and is not corrupted during transmission. These integrity checks are hardware-based standard telecommunications message checking techniques to prevent inaccuracies in processing. Upon receiving an ATM or a POS transmission, the ebtedge System verifies that the incoming message conforms to the exact message, character, and format required for that transaction type. Failure to meet the strict message format results in an immediate rejection of the transmission. Additionally, every EBT-only POS transmission contains a physical terminal ID embedded in the application load of the POS terminal. The load image and the terminal ID are provided and installed in the terminal by FIS. The terminal ID is used to identify the store and merchant as well as the account to which funds will be debited and credited when a transaction is successfully processed. ebtedge must recognize the incoming terminal ID before the transaction can be processed. This security and accuracy control further prevents inaccurate processing. Should an error occur, we ensure the State of Florida that it will be resolved in a prompt manner. Full-time staff members are responsible for auditing ebtedge and verifying compliance. This team ensures transaction-processing accuracy and resolves any transaction problems within the timeframes established by the FNS. Additionally, we retain the services of an external auditing firm that regularly examines our systems and reports for processing accuracy and system security. June 12, ITN 02F12GC1

103 Transaction Fees The Provider s EBT system shall provide cardholders with the ability to complete two (2) successful State-subsidized cash withdrawal transactions per month per case (either from a POS device and/or ATM) without assessment of transaction fees by the Provider. Transactions that are reversed or voided, either partially or completely, shall not count as state subsidized cash withdrawal transactions. Once the cardholder has performed the two (2) fee-free cash withdrawal transactions, the cardholder will be responsible for any additional fees associated with cash withdrawals. Cardholders shall not be charged for cash withdrawal transactions that are subsequently reversed or voided, either partially or completely. Cardholders shall not be charged for cash purchases or purchases with cash back at POS devices. Additionally, USDA-FNS regulations prohibit the charging of a fee for any FAP transactions. FIS will provide cardholders with two successful cash transactions per month per case from a POS device and/or ATM without assessment of a transaction fee. Once the cardholder has performed the two free cash withdrawal transactions, the cardholder will be charged a fee for each cash withdrawal, as well as any additional fees associated with cash withdrawals. Reversals, denials, and/or voided transactions from a POS and/or ATM are not considered approved transactions and are not subject to transaction fees. We will not charge transaction fees on a cash purchase, or cash purchase with cash back transactions at POS devices. Balance inquiries do not count as transactions and will not be assessed fees. Pursuant to USDA-FNS regulations, FIS prohibits the charging of fees for any FAP transactions. Processor and Retailer Agreements contain language informing the processor or retailer that charging for transactions is prohibited. We will provide cardholders with unlimited FAP transactions each month and will not assess a transaction fee on these transactions. TRANSACTION FEE REPORTING FIS will provide the State with a monthly Transaction Fee Report that summarizes transaction fees charged against cardholders by FIS, as well as transaction surcharges levied against recipients by ATM owners for cash withdrawals. Transaction fees will be reported by category and will include ATM cash withdrawal fees, POS cash withdrawal fees, card replacement fees, and any other specific fees directly charged against the cardholder s EBT account. June 12, ITN 02F12GC1

104 EBTMS404-1 STATE NAME - XXXXX SETDATE: 01/31/XX PAGE: 4 CALHOUN-ANNISTION NA TRANSACTION FEE REPORT RUNDATE: 02/01/XX TRANSACTION TRAN CASE NUMBER CARDHOLDER NUMBER DATE TIME AMOUNT ATM FEE POS FEE SURCHARGE OTHER /17 10: /18 14: /20 10: /22 11: /17 21: COUNTY TOTAL STATE TOTAL Figure 7-72 Monthly Transaction Fee Report Summarizes transaction fees charged against the recipient On-line Banking Transactions The Provider may offer on-line banking transactions to cardholders receiving cash benefits. FIS will provide Florida cash benefit recipients with the option of direct deposit. If the State desires the FIS system can allow the clients to transfer cash benefits to their clientowned bank account via standard deposit (ACH) to perform an array of online banking transactions. If desired by the State, FIS will work with you during requirements review to discuss additional online banking transactions the State may wish to allow for cardholders receiving cash benefits Retailer Management The Provider shall be responsible for managing retailer participation in the State of Florida EBT program. The Provider s primary roles and responsibilities include: Providing every USDA-FNS authorized retailer with the opportunity to participate in the EBT system Ensuring that the Florida EBT system is interoperable with other States EBT systems as defined in 7 CFR 274 Assuring that the number of participating retailers is such that cardholders have adequate access to both cash and FAP benefits Assuring that the participating retailers understand their responsibilities in regards to the policy, operating rules, and operations of the EBT system. The Provider shall enter into an agreement with the retailer in accordance with 7 CFR 274 Maximizing the use of the existing commercial point-of-sale (POS) terminals. Installing, maintaining and otherwise supporting Provider provided EBT-only POS equipment as necessary in accordance with USDA-FNS policy for retailer participation as defined in 7 CFR 274 The Provider shall use retailer and third party processor (TPP) agreements approved by the Department With our many years of experience, FIS understands the requirements and relationships between the EBT processor, the state, and the retail community. We realize that overseeing and monitoring these relationships are crucial elements of a successful EBT experience. Our history of proven retailer management is second to none in the EBT industry. FIS understands the critical role that managing the retailer relationship from beginning to end plays in a successful EBT program. FIS has provided start-to-finish retailer management for 20 years. Recently, we converted retailers in Arkansas, the District of Columbia, North Dakota, South Dakota, Tennessee, and Wisconsin to FIS ebtedge System, and over the June 12, ITN 02F12GC1

105 years have converted all older model EBT-only terminals in Alabama, Delaware, Kansas, Minnesota, Utah, Oregon, and Missouri. All conversions were accomplished without disruption to cardholders or retailers. If selected as the contractor for the State of Florida, FIS will provide end-to-end retailer management services to EBT-only retailers and will be responsible for managing TPP contractual relationships. FIS will also be responsible for customer support and the installation, driving, and support of EBT-only terminals. We will use our background and experience of successfully converting existing EBT-only retailers in a timely manner to ensure that Florida retailers will be converted without disruption to your cardholders or to the retailers themselves. For State of Florida retailers, FIS will: Provide every USDA-FNS-authorized retailer the opportunity to participate in the EBT system. Ensure that the Florida EBT System is interoperable with other states EBT systems as defined in 7 CFR 274. Ensure that a sufficient number of retailers have agreed to participate in the system to allow cardholders adequate access to both cash and FAP benefits, including those cardholders that normally shop across State borders in border stores and at nontraditional retailers such as farmers markets. Ensure that the participating retailers understand their responsibilities regarding the policy, operating rules, and operations of the EBT system. Enter into an agreement with each retailer in accordance with 7 CFR 274. Maximize the use of the existing commercial POS terminals. Install, maintain and otherwise support FIS-provided EBT-only POS equipment as necessary in accordance with USDA-FNS policy as defined in 7 CFR 274. Use retailer and third party processor (TPP) agreements approved by the Department. FIS has full internal capability for the critical retailer support functions of acquiring, switching, and authorizing. Because FIS provides a total solution, we will be able to easily coordinate the transition of the State s retailers to the FIS processing environment. Our comprehensive understanding of driving terminals, switching transactions, and managing the authorization process, combined with knowledge of both online and offline EBT systems, is unique in the industry. This means our time to resolution of any retailer issue is fast and comprehensive. It also means we know what it takes to be fully compliant and provide the assurance the State needs in an EBT system. June 12, ITN 02F12GC1

106 OPPORTUNITY TO PARTICIPATE FIS will ensure maximum participation by all FNS-authorized EBT-only retailers, acquirers/tpps, and direct connect retailers. Every retailer will be given the opportunity to continue to participate in the State of Florida EBT Program. Early in the Design phase, we will contact all EBT-only retailers and those that will use TPPs or connect directly. We will begin re-contracting with the existing EBT-only retailers as soon as the Retailer Agreements are approved by the State and FNS. Beginning this process early in the Design phase will help to ensure that more than 95% of all EBT-only retailers will be re-contracted prior to the transition from the existing contractor to FIS. We currently have connections to all major TPPs in the country. FIS will update applicable schedules in the processor agreement with each TPP to include the State of Florida BIN to ensure all retailers using a TPP are able to participate. FIS will use several methods and media to recruit EBT-only retailers to help ensure maximum participation and access to FAP benefits. These methods are described below. Initial Notice by Postcard and Access to Internet Contracting FIS will mail a postcard to EBT-only retailers explaining that the State of Florida has chosen FIS as your new EBT contractor, that FIS will be responsible for the installation and maintenance of terminals, and that a new retailer agreement with FIS (contracting as efunds Corporation) is required to continue to participate in the EBT program using State-supplied POS equipment. The postcard will include instructions for using the FIS Merchant Portal to obtain the State of Florida Retailer Agreement. FIS successfully used the postcard notification and Internet contracting process during the Arkansas, North Dakota, and South Dakota EBT conversion projects. Our postcard notification and Internet portal process has had a very positive response in Arkansas and the Dakotas EBT Projects, with over 40% of the participating retailers using this method. As an example of the content of the postcards we use to notify retailers, Figure 7-73 shows a sample of the postcard mailed to EBT-only retailers. June 12, ITN 02F12GC1

107 Figure 7-73 Postcard Notification to Retailers (Sample) Our Retailer Portal is easy for retailers to use to obtain the State of Florida Retailer Agreement. FIS retailer contracting process using the Internet is described below: The retailer starts the process by going to and signing in to the Merchant Portal. Step 1: The retailer is presented with the New Merchant Registration page (Figure 7-74). June 12, ITN 02F12GC1

108 Figure 7-74 New Merchant Registration Page Step 1 of the process is for the retailer to register using their existing FNS number. If the FNS number entered is not valid, the system displays an error message instructing the retailer to contact the FNS. Step 2: The retailer downloads and reads the contracts (Figure 7-75). Figure 7-75 Retailer Agreement Page The retailer can download the agreement by clicking the button. June 12, ITN 02F12GC1

109 Step 3: The retailer accepts the Agreement or cancels out of the Internet contracting process. If the retailer cancels, we will mail a paper agreement. Figure 7-76 Retailer Accepts Agreement On this page the retailer accepts the agreement and its terms. Step 4: The retailer provides information about themselves such as contact, telecommunications, and settlement bank account information. This information is then added to the FIS Merchant Management System (MMS). Figure 7-77 Retailer Store Information Page On this page the retailer enters information about their store. Step 5: The retailer is given instructions for completing the agreement and mailing it back to FIS (contracting as efunds Corporation). If the retailer wants to learn more, they June 12, ITN 02F12GC1

110 can click Continue to enter the actual Merchant Portal web site and learn about the tools that will be available to them after the conversion. Figure 7-78 Retailer Instructions for Returning Agreement to FIS When the retailer sends FIS the signed agreement, all pertinent information relating to that retailer, such as contact and settlement information, is verified and added to the MMS. All subsequent contract activity is monitored using this database so that FIS is able to use the MMS to ensure compliance and provide effective Retailer Management a critical function in the overall system of benefits distribution. Follow-up by Letter and Mailed Agreement Approximately 30 days after the postcard has been mailed to retailers, FIS will determine which retailers have not yet re-contracted via our Merchant Portal or sent us a signed agreement. We will then send a letter and a Retailer Agreement via the U.S. Postal Service. The letter will explain the change in contractual and operational responsibilities and include detailed instructions for signing and returning the new contract. After another 30 days (or 60 days from when the postcards were mailed) we will telephone any retailer who has not yet responded. We will ensure they know that they will have to sign a new agreement in order to continue accepting FAP benefits at their store once the conversion takes place. Follow-up with FNS and Final Postcard Six weeks prior to your conversion date, we will provide a list to FNS of the retailers we have not been able to contact. We will follow up on any new information that FNS provides to contact the retailer. These retailers will receive a final postcard from FIS June 12, ITN 02F12GC1

111 stating that they must return the signed Retailer Agreement before the conversion date so that they can continue accepting FAP benefits. If the retailer does not return a contract we call the store. Sometimes the retailer doesn t return the contract because they ve decided to use a third-party processor (TPP); however, we confirm this by telephone. In this way, FIS ensures that all eligible retailers will have received notification and have the opportunity to participate in the State of Florida EBT Program. INTEROPERABILITY FIS will ensure that Florida s EBT system is interoperable with other states EBT systems as defined in 7 CFR (k). Interoperability is the capability to process EBT transactions initiated within the State of Florida by non-florida cardholders, as well as to process transactions initiated by Florida cardholders at non-florida retailers. FIS meets all federal requirements and the Quest Operating Rules for processing interoperable FAP transactions. We recognize the need to be able to move EBT transactions between and among other EBT projects. We created, own, and operate the most successful EBT Gateway in the country. The FIS EBT Gateway currently switches EBT transactions both EBT-only and TPP transactions for all online EBT projects in the country and U.S. territories through established telecommunications links, transaction switching facilities, and other arrangements with issuers. The ebtedge System is built on our CONNEX software, which offers POS electronic funds transfer driving, switching, authorization, and settlement services to banks and financial networks. The CONNEX software used in the FIS EBT Gateway is the same commercial software being used by many of the regional switches within the United States, such as STAR and NYCE. This commercial software was created and is maintained at FIS. Consequently, the FIS EBT Gateway represents a low-risk, low-cost solution to interoperability. Our CONNEX product is built on proprietary architecture using the ISO 8583 message format as a base internal and external format. FIS external interfaces used in terminal devices and connections to regional and national networks have been built to support and maintain the requirements of each. The CONNEX product was designed to work in concert with HP NonStop s concepts of persistent processing, which maximizes system availability. The FIS EBT Gateway switch processes more than 64 million transactions a month with unmatched accuracy and efficiency. The technology for this switch was based on the proven functionality in place today for the routing and settlement of commercial debit and credit transactions. To support interoperability between states, FIS maintains EBT interoperability agreements with other EBT processors to route transactions acquired between processor systems. June 12, ITN 02F12GC1

112 When FIS holds the Authorization Engine for a state, no transactions are sent to other data centers or EBT processors. This solution eliminates the possibilities of outages in telecommunications or at other processing sites. The FIS solution minimizes the number of failure points, allowing us to offer % availability. FIS implements interoperability for all EBT-only retailers when they are set up on the system. Interoperability for EBT-only retailers connected to the ebtedge System has been available since the FNS regulation became effective. We have updated our Processor Agreement to include interoperability requirements. TPPs and networks load and update the state BINs into their systems. They have the opportunity to accept transactions from all existing EBT projects with a single connection to the FIS EBT Gateway. Figure 7-79 provides an overview of the FIS EBT Gateway connections and illustrates how the FIS EBT Gateway provides interoperability for EBT-only retailers, TPPs, and networks. Figure 7-79 FIS EBT Gateway Connections Transaction in the State of Florida by a Non-Florida Client The FIS processing system provides the capability to receive an EBT transaction from a non-florida client who conducts a transaction within the State of Florida. When this occurs, the FIS EBT Gateway routes the transaction to the appropriate EBT processor for authorization. In many cases, the EBT processor is FIS. The FIS EBT Gateway has the ability to determine the appropriate routing of the transaction based on the BIN, which is the first six digits of the card number. The response is routed through the same connections back to the acquirer. June 12, ITN 02F12GC1

113 Transaction by a State of Florida Client Outside the State of Florida If a State client performs an EBT transaction outside of the State of Florida, the transaction will be identified as a State of Florida transaction by the BIN number and routed to FIS for authorization. The ebtedge System uses the Regulation E data on the transaction to identify State client transactions that occur outside of the State. FIS produces a monthly Out-of-State Activity Report and Out-of-State Activity Summary Report as part of the standard reporting package. These reports will list and summarize all transactions initiated by clients at terminals located outside of the State of Florida. Following are samples of these reports. EBTMS413-1 STATE/COUNTY NAME SETDATE: 01/08/XX PAGE: 1 COUNTY/OFFICE NAME XX1 OUT-OF-STATE ACTIVITY REPORT RUNDATE: 01/09/XX TRANSACTION PROCESSOR REFERENCE TRN RSP REV BENEFIT BAL/REQ COMPLETED CASE NUMBER DATE TIME ID TERMINAL ID SRC NUMBER TYP CD CD ST TYPE AUTH. NO. AMOUNT AMOUNT /08 11: CMFS15 ATM CW MA TANF /08 18: CMFS15 ATM CW MA TANF ATM TOTAL /08 10: POS FSP NY FSPA /08 12: B POS FSP NY FSPA POS TOTAL ATM POS COUNTY TOTAL EBTMS413-1 STATE/COUNTY NAME SETDATE: 01/08/XX PAGE: 1 COUNTY/OFFICE NAME XX2 OUT-OF-STATE ACTIVITY REPORT RUNDATE: 01/09/XX TRANSACTION PROCESSOR REFERENCE TRN RSP REV BENEFIT BAL/REQ COMPLETED CASE NUMBER DATE TIME ID TERMINAL ID SRC NUMBER TYP CD CD ST TYPE AUTH. NO. AMOUNT AMOUNT /08 11: POS CP FL TANF /08 12: POS CP FL TANF POS TOTAL POS COUNTY TOTAL Figure 7-80 Out-Of-State Activity Report June 12, ITN 02F12GC1

114 EBTMS413-2 STATE/COUNTY NAME SETDATE: 01/08/XX PAGE: 9 STATE OUT-OF-STATE ACTIVITY SUMMARY RUNDATE: 01/09/XX TRANSACTIONS - CASH TRANS COMPLETED APPROVAL TYPE SOURCE COUNT AMOUNT DENIED APPROVED ATM 10 1, FEE POS TOTAL CASH 15 1, TRANSACTIONS - FOOD STAMP TRANS COMPLETED APPROVAL TYPE SOURCE COUNT AMOUNT DENIED APPROVED POS TOTAL FS TOTAL STATE 24 1, Figure 7-81 Out-Of-State Activity Summary Report The Out-of-State Activity Report and Out-of-State Activity Summary Report will also supply supporting documentation to the State of Georgia for the interoperable billing to be passed on to FNS for SNAP transactions, as provided by the Electronic Benefit Transfer Interoperability and Portability Act of 1999, and FNS Regulation 7 CFR (k)(6). SUFFICIENT RETAILER PARTICIPATION FOR BENEFIT ACCESS FIS process of recruiting retailers, described above, will ensure that a sufficient number of FNS-authorized retailers, including wireless retailers, will participate in the Florida EBT System. This means your cardholders will have adequate access to their cash and FAP benefits, including cardholders who shop at non-traditional retailers, such as farmers markets. The current FIS retailer configuration in our other EBT projects supports border stores, and will support border stores for the Florida EBT project. Therefore, to ensure that cardholders have adequate access to benefits, FIS supports placing EBT-only POS devices at FNS-authorized out-of-state border stores. Through the REDE file, FNS notifies FIS whenever a new retailer has been certified to accept FAP benefits. FIS will contact all new retailers upon notification. Retailers will be given the option of either contracting directly with FIS as an EBT-only retailer, or using a TPP or an in-house system to process EBT transactions. Retailers interested in integrating EBT with their commercial equipment will be given a list of certified TPPs. FIS is committed to providing EBT cardholders in Florida with access to their benefits at all times through EBT-only retailers, including voucher-only retailers, and retailers using TPPs. June 12, ITN 02F12GC1

115 ENSURING RETAILERS UNDERSTAND THEIR RESPONSIBILITIES Through retailer and TPP training, and the retailer and TPP agreements, the State can be assured that participating retailers understand their responsibilities in regard to the policy, operating rules, and operations governing participation in the EBT system. EBT-Only Retailers All retailers choosing to participate in the EBT program must sign an agreement with either FIS or a TPP in accordance with 7 CFR (c). If the retailers wish to use EBT-only equipment, they must sign a Retailer Agreement with FIS. The FIS Retailer Agreement clearly defines the retailers responsibilities regarding policies and operations of the ebtedge System, as well as FNS regulations. The agreements cover obligations relating to nondiscrimination, record retention, terminal requirements, system availability standards, system reliability standards, and security. The Retailer Agreement will be submitted to the State and FNS for approval prior to sharing with the retailers. The Retailer Agreement includes: Terms and conditions of the agreement, including equipment installation and maintenance. Description of mutually agreed-upon procedures and policies for participation and withdrawal from the EBT system. Statement that the retailer agrees to comply with all FAP regulations for retailer participation in the program and treatment of FAP households, including specific requirements for the identification of check-out lanes for benefit cardholders. Confidentiality requirements. Delineation of the liabilities and associated responsibilities of each party for using offline transactions, manual transactions, or both, during system downtime. Terms and conditions of retailer responsibility regarding equipment loss or damage. FIS maintains all signed agreements and will provide them to the State upon request. For the State s Retailer Agreement, FIS will begin from our generic Retailer Agreement, and will work with you to finalize a State-specific version. TPPs FIS has a standard FNS-approved Quest Processor Agreement that all TPPs and directly connected retailers must sign to acquire EBT transactions. All the major TPPs in the United States already have signed this agreement with FIS. FIS has included the following language in the Processor Agreement to establish a contractual obligation and June 12, ITN 02F12GC1

116 to assure that TPPs that are connected to the FIS system comply with FNS regulations and other State requirements: Processor agrees to comply with all applicable statutes, regulation, and requirements of FNS and the State concerning the subject matter of this agreement. Processor will cooperate with Contractor by performing any specific directions by FNS or the State made necessary as a result of such statutes, regulations and requirements. By signing the FIS Quest Processor Agreement, the processor agrees to comply with the Quest Operating Rules and the regulations of the FNS that are published in 7 CFR Chapter II (7 CFR ). It is the TPPs responsibility to enter into an agreement similar to FIS Retailer Agreement with any FNS-approved retailer that processes EBT transactions through them and ensure that their retailers are aware of their responsibilities regarding applicable EBT policies, rules, and FNS regulations. MAXIMIZING THE USE OF EXISTING COMMERCIAL POS TERMINALS FIS encourages maximum TPP participation by notifying all new retailers of the option to participate through a TPP. Processor information is a major part of our marketing materials provided to retailers and grocery wholesalers as they show interest in EBT. Authorized FNS retailers can then contact whichever TPP best fits their business plans. Currently, there are a significant number of commercial POS terminals in FNS-approved retail stores. This is the result of the retailers using a TPP or operating a directly connected system. For the Florida EBT Project, FIS will use the existing commercial infrastructure wherever possible. We will make every effort to ensure that any new TPPs, and retailers who do their own processing, are certified to the FIS ebtedge System well before the conversion date. June 12, ITN 02F12GC1

117 INSTALLING AND MAINTAINING FIS-PROVIDED EBT-ONLY POS TERMINALS Providing and maintaining POS equipment is critical for ensuring that cardholders have access to their FAP benefits at EBT-only locations. FIS will be responsible for the installation, maintenance, repair, and replacement of broken and defective POS equipment that it supplies to EBT-only retailers in accordance with 7 CFR If the State selects FIS to provide EBT services, we propose to upgrade the State of Florida s EBT-only equipment to VeriFone V x 510LE terminals. This upgrade will ensure that Florida EBT-only retailers use the most durable and reliable POS equipment on the market. FIS owns the POS equipment and carries a warranty on both the terminal and the PINpad. Proposed POS Equipment For EBT-only retailers, FIS will install and maintain VeriFone V x 510LE terminals and PINpad 1000SEs. The V x 510LE equipment will provide the State of Florida with the latest in EBT POS terminal technology. These terminals meet Quest and FNS operating standards, are completely menu-driven, and are user-friendly. The retailer only needs to follow the prompts on the screen in order to perform a transaction. VeriFone VX 510LE The VeriFone V x 510LE is the next generation of EBT equipment. With an ATM-style interface, the terminal supports menu prompts with large type, has screen addressable keys, and has a large backlit display that can be seen in all lighting conditions. A major feature of the V x 510LE is its high-speed integrated thermal printer. The clam shell design of the printer offers drop-in paper loading, which allows for quick and easy installation, as well as helping to eliminate paper jams. The compact design and integrated printer minimizes clutter and saves counter space. June 12, ITN 02F12GC1

118 Figure 7-82 VeriFone V X 510LE Product Information VeriFone PINpad 1000SE The V x 510LE also allows the use of a peripheral (nonintegrated) PINpad. FIS has chosen to use the VeriFone PINpad 1000SE with the V x 510LE because of its reliability and security. The VeriFone PINpad 1000SE features an easy-to-read character display that shows the purchase amount for cardholder approval. The PINpad provides a tactile keypad with audio and visual feedback for all key entries. Product information for the VeriFone PINpad 1000SE is shown in Figure This separate PINpad will be held by the cardholder and can be turned so that others will not observe the keys pressed during PIN entry. For each key pressed, a beep will be June 12, ITN 02F12GC1

119 produced and an asterisk will be displayed rather than the keyed value. The asterisk provides visual security and will indicate to the cardholder the number of keys pressed without revealing the PIN. The audible beep, raised keys, and center dimple on the 5 key also help the visually-impaired confirm that their PIN has been entered. The VeriFone PINpad 1000SE complies with the ISO and ANSI standards for PIN encryption, key management, and Message Authentication Code (MAC), including features that provide ease-of-use while guarding against intrusion. The VeriFone PINpad 1000SE is a physically secure, tamper-resistant device equipped with a spring-loaded deactivation mechanism that destroys the security chip if the cover is removed. This action prevents anyone from tampering with the PINpad to decipher the master encryption key. Battery backup maintains the encryption key in case of power outages. The PIN is encrypted within the PINpad using the Triple DES (3DES) Data Encryption Standard. This is consistent with our system standard that the unencrypted PIN never appears anywhere within the system. Figure 7-83 VeriFone PINpad 1000SE Product Information June 12, ITN 02F12GC1

120 Presented to Useful Life of Equipment VeriFone has rigorously tested the V x 510LE and PINpad 1000SE equipment to estimate the useful life of the equipment. Test results show that the average useful life for both the V x 510LE series terminal and the PINpad 1000SE is approximately 5 years, if operated in a perfect environment. Although a store counter cannot be considered a perfect environment, most terminals exceed VeriFone s estimate of useful life. FIS currently has V x 510LE equipment deployed in many other EBT projects, and has found that the equipment is extremely reliable. Installation Because FIS is in the business of driving POS terminals and has expertly trained technicians in the field, we know what it takes to install and test the equipment, and train retailers in every aspect of EBT transaction processing. The installation process begins when FIS receives the signed Retailer Agreement in our Milwaukee, Wisconsin Contract Unit. Our automated Merchant Management System (MMS) makes the deployment process very efficient and timely. The same day that FIS receives the signed agreement, the FIS Contract Unit will update the MMS, which initiates a series of automated actions that create a deployment work order for the Deployment Center in New Berlin, Wisconsin, and updates the appropriate databases. The Deployment Center downloads a new terminal with information specific to the retailer, injects a PINpad for the new retailer location, and ships the equipment out on the next business day. The Deployment Center operates Monday through Friday. Two days after the new equipment is shipped to the location, one of our installation specialists calls the retailer to make sure the equipment has arrived and to walk the retailer through the set-up and training process. We have discovered that most retailers that have had POS terminals in the past do not want to bother with scheduling an on-site visit. They prefer to do the set up and training over the telephone. Many retailers will have already unplugged the old equipment and set up the new equipment before we call them. In that event, we have the retailer run a test transaction to confirm that there is end-to-end connectivity and that the terminal and PINpad are set up correctly. We walk the retailer through the functionality and answer any questions they may have concerning the equipment. We also make sure they have the 24-hour help desk number, which can be found on their manual, quick reference guides, and the terminal itself. If the retailer requests on-site installation and training, we dispatch a technician to that site. After the equipment is operational, the technician trains the retailer on these functions: Technical operation of the equipment June 12, ITN 02F12GC1

121 Presented to Manual FAP voice authorization Reconciliation and settlement Retailer customer service practices POS maintenance information Equipment Repair/Replacement Procedures The Retailer Help Desk provides retailers with assistance for EBT-only POS equipment problems. Retailer CSRs have the ability to perform diagnostic testing for EBT-only POS equipment and telecommunications that are directly connected to our host computer. Each CSR s PC is equipped with the ebtedge ADMIN for inquiry and offline voucher processing. CSRs also use MMS to track information concerning retailer installation, training, equipment, and telephone lines. The POS equipment is capable of accepting remote terminal downloads. Each Retailer Help Desk CSR has access to a POS terminal and PINpad to walk through any POS problems with callers. When a retailer reports an equipment problem, the CSR asks a series of questions to determine the cause of the problem. The retailer may also be asked to perform certain terminal functions designed to confirm that the problem is not due to an electrical, telecommunications, or other non-equipment malfunction. All problems are prioritized and key points of escalation are defined if the problem cannot be resolved by the CSR. Retailer CSRs use a Call Tracking System (CTS) to manage all calls and route work requests for adjustments, equipment repair or replacement, or other problem resolution. The Call Tracking ticket number is given to each retailer for follow-up or reference. Equipment repair, replacement, or on-site service is provided to the retailers. FIS permanently replaces POS terminals that exceed the maintenance threshold of seven internal processing repairs. If the CSR cannot solve the problem over the telephone, malfunctioning equipment will be replaced within the timeframe specified in the FNS regulations (as shown in Figure 7-84). FIS has an excellent record of on-time replacement of equipment. The monthly Retailer Customer Service Report includes retailer trouble ticket information and lists total issues reported for the month, issues resolved via telephone, on-site dispatch resolved within 48 hours, and percentage of resolutions within 48 hours. June 12, ITN 02F12GC1

122 Figure 7-84 Equipment Replacement By Mail Transaction Receipts Cardholders will receive a printed receipt when making a transaction. The receipt will show the retailer s name and location, the transaction type, transaction amount and remaining balance in the cardholder s account. The cardholder s PAN will be truncated on the receipt. The cardholder s name will not appear on the receipt, except when a signature is required when using a manual voucher. FIS will also ensure that the retailer s copy of the receipt will not display the cardholder s balance(s). Transaction receipt requirements, including PAN truncation, are documented in the EBT ISO 8583 Processor Interface Technical Specifications Manual. FIS complies with and requires TPPs to conform to the EBT ISO 8583 specifications. At the conclusion of certification testing with a TPP, the FIS certification test staff request receipts from the processor and verify the receipts for accuracy, including the PAN truncation requirement. June 12, ITN 02F12GC1

123 Figure 7-85 shows a sample of a cardholder s receipt from an EBT-only terminal. Figure 7-85 ebtedge System POS Receipt POS Deployment Requirements The Provider shall ensure, in accordance with federal regulation at 7 CFR 274, that newly authorized retailers shall have access to the EBT system within 14 days after the receipt of the retailer s signed agreement. The Provider shall ensure that immediately upon receipt of the USDA-FNS authorization notice, a retailer contract shall be sent to the approved retailer. However, whenever a retailer chooses to employ a TPP to drive its terminals or elects to drive its own terminals, access to the system shall be accomplished within a 30 day period or a mutually agreed upon time, to enable any required functional certification to be performed by the Provider. The Provider shall ensure that transactions shall be processed in accordance with federal regulation in 7 CFR 274. As required in 7 CFR 274, FIS will ensure that newly authorized retailers will have access to the EBT system within 14 days after we receive a completed contract. FIS is notified by FNS through the REDE file whenever a new retailer has been certified to accept FAP benefits. We contact all new retailers immediately upon notification to provide them with contract information, and inform them of the option of using a TPP. As new TPPs or direct-connect retailers are identified, FIS will provide them with full specifications including connection and transaction exchange formats, testing, and certification criteria. Retailers that choose to drive their own terminals, or employ a third-party processor to drive its terminals, will gain access to the ebtedge System within a 30-day period or a mutually agreed-upon time period of time. Please refer to Section , Third Party Processors (TPP), for information on how FIS ensures that transactions are processed in accordance with federal regulation in 7 CFR 274. June 12, ITN 02F12GC1

124 POS Terminal Installment (EBT-only) The Provider shall deploy POS terminals to retailers in compliance with Federal regulation at 7 CFR 274. The Provider may, if desired, provide additional POS equipment to retailers that wish to obtain additional equipment from the Provider. The Provider may charge the retailer for providing and supporting this additional equipment. Notwithstanding, any agreement covering such an arrangement shall be solely between the Provider and the retailer; the Department will not be party to any such agreements. FIS will deploy POS terminals to retailers in compliance with federal regulation at 7 CFR 274. In the event that a retailer wishes to obtain terminals in excess of the number for which they qualify (based on the USDA formula for lane equipment), FIS will lease additional equipment to the retailer for a pre-determined fee. The contract for such equipment, including terms for initial download, installation, and maintenance, will be solely between FIS and the retailer, and will be included in the retailer s Retailer Agreement as an addendum. The Department will not be party to such agreements Third Party Processors (TPP) The Provider shall support retailers that deploy their own terminals. The Provider shall provide the Department, retailers, and third party terminal drivers with copies of interface specifications. The Provider shall not unduly withhold approval of participation for retailers and TPPs. The Provider shall utilize TPP agreements as authorized by the Department. The Provider shall certify and ensure that TPPs connected to the EBT system comply with USDA-FNS regulations, QUEST Operating Rules, and other Department requirements. TPP requirements include, but are not limited to: Terminal IDs Giving each terminal a unique ID and including those terminal IDs as part of their transaction messages. The Provider shall include those IDs in the Anti-fraud Locator of EBT Retailer Transactions (ALERT) data submitted to USDA-FNS Transactions Supporting the entire transaction set included in the USDA-FNS regulations. The Provider shall be able to process all of these transactions. Interoperability Processing transactions for cards issued by all States for all POS equipment Balance information Displaying a remaining balance on the printed receipt for all POS equipment Serving only USDA-FNS authorized retailers Only routing FAP transactions authorized by USDA-FNS It is important that all FNS-approved retailers be given the opportunity to participate in the Florida EBT Program, either as an EBT-only retailer or through their TPP. FIS will allow any retailer authorized by the FNS to use a TPP or drive their own terminals in order to participate in the Florida EBT Program. TPP CERTIFICATION As new TPPs or directly connected retailers are identified, FIS will provide them with full specifications including connection and transaction exchange formats, testing, and certification criteria. Retailers that choose to drive their own terminals, or employ a TPP to drive their terminals, shall gain access to the ebtedge System within a 30-day period or a mutually agreed-upon period of time. FIS will not unduly withhold certification for retailers and third parties that enter into arrangements with us. June 12, ITN 02F12GC1

125 Certification Requirements The first administrative and EBT transaction processing test scheduled is a protocol test, which consists of establishing communications and transmitting administrative messages. The next messages are the actual EBT transactions. A TPP is required to certify all EBT transactions including FAP purchase and return, balance inquiry, and voids. The certification database is set up for several card numbers and a variety of account benefits. During the certification testing, several transactions will be denied for various reasons to verify that the TPP s system properly translates these reasons for rejection to the POS terminal or through the electronic cash register terminal. The receipts for all transactions are sent to the FIS test coordinator for verification. The certification testing process does not progress until all predefined checks are correctly met. FIS requires that any new TPPs adhere to the processing speeds and response time standards required by FNS. After the TPP has successfully certified all protocol communications and message formats, it is required to certify with the interface document, EBT Processor Certification Script for Third Party Processors, in a controlled environment. This means that the processor must complete the entire test script without errors in a single session. FIS also requires customers operating multiple links to FIS to test the rerouting of traffic between links. This rerouting would occur in production if a link were lost due to system issues. Certification Standards As new TPPs are identified, FIS will provide each TPP interested in participating in the Florida EBT Project with full specifications including connection and transaction exchange formats, testing, and certification criteria. The FIS EBT ISO 8583 Processor Interface Technical Specifications Manual, originally written by FIS development professionals and adapted for the ANSI ISO standard, is intended to help TPPs, networks, or other EBT providers that want to exchange financial transactions using an ISO 8583 message structure for EBT transactions, and provides a definitive source of information about the ISO 8583 online message standards for EBT. FIS has developed and will provide a comprehensive certification script, the FIS EBT ISO 8583 Certification Script Manual, which is used during the certification and testing process. This manual provides the overview information and scripts necessary to test an EBT TPP that is connected directly to the FIS ebtedge System. We are committed to continuing to make system access available for testing so that certification for new TPPs can be completed within 30 days (or a time mutually agreed upon) of connection to FIS. June 12, ITN 02F12GC1

126 PERFORMANCE STANDARDS Efficient and reliable benefit delivery requires performance by all independent processors linked into the EBT network. Therefore, FIS requires that all participating TPPs comply with processing speeds and other defined system availability standards through our certification testing process. Currently, to be certified for EBT, the TPP must: Meet uptime and response time performance requirements. Generate and/or accept administrative messages. Properly encrypt the personal identification number (PIN) so it can be validated. Originate transactions at any terminal connected to the TPP, and submit the transactions to the system for response. Transmit to FIS request messages for the supported EBT transaction set. Complete transactions at the terminal as instructed by the Transaction Reply message (approved and rejected). Generate Transaction Reversal messages. Receive and process Transaction Completion messages. PROCESSOR AGREEMENTS FIS requires that all TPPs and directly connected retailers sign our standard, FNSapproved Quest Processor Agreement to acquire EBT transactions. We will provide the Department with a copy of the Agreement for your review and approval. At the State s request, FIS will attempt to enforce the agreements, if problems are discovered in TPP activities. We have included the following language in the processor agreement to establish a contractual obligation and to assure that TPPs and directly connected retailers that are connected to the FIS system comply with FNS and Quest regulations and other State requirements: Processor agrees to comply with all applicable statutes, regulation, and requirements of FNS and the State concerning the subject matter of this agreement. Processor will cooperate with Contractor by performing any specific directions by FNS or the State made necessary as a result of such statutes, regulations and requirements. June 12, ITN 02F12GC1

127 By signing the FIS Quest Processor Agreement, the processor agrees to comply with the Quest Operating Rules and the regulations of the FNS, U.S. Department of Agriculture that are published in 7 CFR Chapter II (7 CFR ) including: Terminal IDs Assigning and including a unique terminal identifier per terminal/per store, as part of the transaction message in accordance with the FIS EBT ISO 8583 standards. As required, this terminal identifier is also included as part of the ALERT File submitted to FNS by FIS. Transactions Compliance with all federal SNAP regulations, including the requirement to support the entire transaction set specified in the FNS regulations. FIS has the ability to process all of these transactions. Interoperability Compliance with interoperability requirements that all TPPs must be able to process transactions for cards issued by all states for all POS equipment they support. The TPP agreement will specifically state that the TPP is required to load and update BIN numbers for all states. Balance Information Compliance with ISO Technical Standards 8583 and 9510, which includes the requirement to display the remaining balance on the printed receipt for all supported POS equipment. Serving only FNS-authorized Retailers Compliance with all federal FAP Program regulations and Quest Operating Rules, including the requirement that only USDAauthorized retailers may perform FAP transactions and that TPPs may route transactions only for retailers authorized by USDA to redeem FAP benefits. THIRD PARTY PROCESSOR COMPLIANCE MONITORING Performance of the ebtedge System is the result of all the pieces flowing together, starting from the terminal through, and including, the EBT processor. Many of the factors affecting performance cannot be directly tested in a certification process, but instead are monitored or detected in production and subsequently reported. Although a TPP s performance cannot be completely and directly monitored by FIS, according to the requirements in the Processor Agreement, TPPs are required to provide documentation upon request. In this way, compliance with federal guidelines can be assured. FIS will make a good faith effort to enforce the processor agreements for a TPP that is identified as contributing to poor performance. This is possible because FIS runs an endto-end environment and actively monitors overall performance. Entities that are having processing problems are immediately apparent to FIS, either because of calls to the Help Desks or messages received by our Data Center operations terminals. FIS will work with the TPP in an effort to identify the problem and initiate corrective action. June 12, ITN 02F12GC1

128 In summary, FIS is prepared to assist TPPs, and retailers that operate their own in-house system, through the testing and certification process. Demonstrated plans, scripts, and procedures are used to ensure that all objectives are met. FIS is committed to the continued success of the Florida EBT Project and will work diligently to make sure that all TPPs are performing as required. We are confident we can meet the needs of the State by providing effective EBT retailer management to ensure convenient and comprehensive access to FAP benefits for your cardholders Group Home Support The Provider shall support non-traditional retailers including, but not limited to, drug/alcohol treatment centers, blind/disabled group living facilities, battered women and children shelters, homeless meal Providers, restaurants, elderly/disabled communal dining facilities, meal delivery services, and route vendors. Authorized group home or congregate living type facilities which meet the monthly minimum food assistance redemption requirement shall have the option to be equipped with EBT-only POS devices. The Provider shall install POS devices in these facilities if the facility selects EBT-only services. If the facility wants to provide cash access services to EBT cardholders, they must obtain commercially deployed equipment. FIS recognizes that there are instances where cardholders FAP benefits must be available to group living facilities or other authorized institutions to use as payment for food provided to the cardholder by the facility, and will support group homes for the Florida EBT Program. FNS-authorized facilities, such as drug/alcohol treatment centers, blind/disabled group living facilities, battered women and children shelters, homeless meal providers, restaurants, elderly/disabled communal dining facilities, meal delivery services, and route vendors that provide food to EBT cardholders may use the ebtedge System. FIS will provide POS terminals to group home facilities that are FNS authorized and meet the minimum monthly redemption requirement. These facilities will follow the procedures established for all other online retailers and abide by the terms and conditions for terminal deployment. FIS will contract with and deploy equipment to group homes or congregate living facilities if the facility selects EBT-only services, using the same process that we do with all other EBT-only retailers. At the beginning of each benefit period or at intervals during the month, the cardholder executes a FAP purchase transaction for their total benefit amount at the facility s POS terminal. The amount of the transaction is deducted from the cardholder s FAP account and is transferred to the facility s bank account as a settled transaction during the nightly settlement processing. Throughout the month, the facility uses these funds (as cash) to purchase food for the residents. We understand and agree that if a facility wants to provide cash access to EBT cardholders, they must obtain commercially deployed equipment. June 12, ITN 02F12GC1

129 Fraud Detection/Prevention Management/Investigations Support The Provider shall advise, assist, and appropriately act to aid the State and USDA-FNS in detection and investigation of fraud and abuse by retailers, recipients, or state staff, including reporting unusual activity. The Provider shall cooperate with State and Federal agencies responsible for compliance with laws and regulations for all programs support under the agreed upon contract. The Provider shall provide the capability to integrate EBT transaction data into existing and future DCF online systems for conducting eligibility determinations. The Provider shall have the capability to generate alerts indicating possible fraud where a history of card use matches a fraud profile. The Provider shall provide a web-based fraud dashboard with a suite of tools and functionality to assist with the identification of potential fraudulent situations and high risk suspected activities with the flexibility for modification as needed based on data analysis and environmental circumstances. The Provider shall provide administrative system functionality by which the Division of Public Assistance Fraud (DPAF) in the Department of Financial Services (DFS) can create FAP accounts, authorize benefits, and receive EBT cards for use in investigations conducted by state law enforcement and USDA-FNS. The Provider shall support the following requirements: A unique state issuer identity on the EBT system to distinguish DPAF investigative accounts from client accounts for financial reconciliation purposes. A unique state issuer identifier shall be assigned to allow for separate tracking of funds from that of the Department s cardholder food assistance accounts via separate state issuer and benefit drawdown reports Manual entry in to the AMA system Investigative account set-up functionality that allows only a designated user security profile and the corresponding user ID(s) to create an EBT account on-line that is indistinguishable from any other account Investigative benefit add functionality that allows only a designated user security profile and the corresponding user ID(s) to add benefits to the investigative accounts and only investigative accounts, in amounts not to exceed $9, Allow only designated user IDs or a special user security profile to view and access the system menu that contains the account set-up and benefit add functions Mail investigative cards to a designated address, which will be provided in the on-line investigative account set-up records In addition, the Provider must: Require cooperation and timely response to information and data requests by PAF in applicable acquirer and retailer agreements Provide information from the system, as needed, for evidentiary purposes within 24 hours Provide a designated expert witness to testify in court for the prosecution as the custodian of records for the EBT system and data and, provide expert testimony related to normal daily business practices, data accuracy and accountability, and data and system security On rare occasions for Law Enforcement purposes only the Provider will provide 24/7 electronic monitoring and reporting of specific accounts and EBT card activity to designated DPAF members Retain all records related to fraud investigations for a period of five (5) years or longer June 12, ITN 02F12GC1

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132 Settlement and Reconciliation The Provider shall operate on a 24-hour processing cycle. The Provider shall designate a standard daily cutoff time for EBT transaction processing in order to close out the current processing day and commence the next processing day. The 24- hour period between the cutoff time on Day 1 and Day 2 constitutes the EBT transaction day. The specified cutoff time must allow the Provider sufficient time to originate Automated Clearing House (ACH) payments for next day settlement. The EBT cutoff time shall coincide as closely as possible with the cutoff time of the prevailing EBT transaction switch and/or regional ATM/ POS networks as appropriate to minimize the need for carry over or suspense accounting. FIS operates on a 24-hour processing cycle and uses a daily ACH-system cutoff time of 6:10 pm CT that allows us to meet the latest nightly ACH window. At 6:10 pm CT each day, we close out the current processing day and commence the next processing day. This 24-hour period between the cutoff time on Day 1 and Day 2 constitutes the EBT transaction day. FIS cutoff time coincides as closely as possible with the cutoff time of the prevailing EBT transaction switch (FIS EBT Gateway) and TPPs to minimize the need for carryover or suspense accounting. This cutoff time determines when accounts will be credited, because at this time each day, FIS cuts off transaction processing for that day. FIS then creates an ACH file for the EBT transactions that occurred during the business day. This file contains the bank account information to settle the EBT-only, TPP, and network transactions. The file is then transmitted to Wells Fargo, our concentrator bank. Upon receipt of the file, the concentrator bank transmits the information to the Federal Reserve Bank. The Federal Reserve Bank sends the ACH credit transmission to each EBT-only retailer and TPP account with an offsetting debit to the State settlement account. Unlike some of our competitors, the FIS ebtedge System does not require all EBT-only settlement to occur at the same time, but can if the State so desires, otherwise EBT-only retailers can choose any cutoff time that best meets their individual business needs. The retailer s chosen cutoff time and the ACH cutoff time affect when the funds for the day s transactions will be deposited into their accounts, as shown in Figure FIS cuts off transaction processing for that day at the ACH cutoff time and creates an ACH file for the EBT transactions that occurred during the retailer s business day. If the retailers choose a cutoff time earlier than the ACH cutoff time, they will have benefit funds deposited into their respective accounts on the next banking business day. This includes Monday settlement for Friday, Saturday, and Sunday transactions, and the next business day after a legal holiday. Those retailers who choose cutoff times later than the ACH cutoff time will have benefit funds deposited into their respective accounts two banking business days later. June 12, ITN 02F12GC1

133 Figure 7-86 Retailer Money Movement Day 1 Retailer Business Day (Tuesday) prior to ACH cutoff funds are deposited on Day 2 (Wednesday). Day 1 Retailer Business Day (Tuesday after ACH cutoff funds are deposited on Day 3 (Thursday). Credits to TPPs and networks are settled on the next business day. TPPs that provide processing services to retailers are responsible for providing settlement services directly to their retailers. At the end of the processing day, FIS moves the money to the TPPs certified to the system for the net amount due to retailers. The TPPs receive a file transmission detailing the transactions performed by the retailers. Based on this detailed information, each TPP passes the credit to its retailers. For those retailers who have selected a TPP, the retailer s cutoff time is a business issue between the retailer and its TPP and coincides with its end-of-day for debit and credit processing. The FIS ebtedge System logs each financial transaction and records an offsetting debit to the client s account and a credit to the retailer, TPP, or network. The system continually maintains the current balance in the client s account and the amount to be settled with the retailer, TPP, or network. It will never allow the client s account to reflect a negative balance. The ebtedge System also maintains the original benefit authorization amount so that the client s balance can never exceed this amount. June 12, ITN 02F12GC1

134 Reconciliation Process Overview The Provider shall maintain ledger accounts at the program and Department level. Subsequent to the daily settlement cutoff, the EBT system must be balanced and reconciled. The Provider shall compute the end-of-day (EOD) net position or balance for each benefit program. An audit trail shall exist so that reconciliation can be performed at the individual EBT account level up through the program and Department levels. For each level, the end of day net position will be equal to: Opening balance + credits - debits = End of day balance On a daily basis, the Provider shall ensure that the EBT system as a whole is in balance. The balancing functions performed by the Provider shall ensure that the change in the net position in the sum of cardholder accounts equals the change in the net position of program accounts at a summary level. The Provider shall also ensure that the change in the net position in the sum of the program accounts is equal to the change in the net position (obligations outstanding) for the funding agencies. The Provider shall have written procedures for maintaining audit trails throughout the reconciliation and settlement processes. FIS maintains a clear audit trail of all transactions to ensure the system is balanced and reconciled on a daily basis. The FIS ebtedge System logs each financial transaction and records an offsetting debit to the client s account and credit to the retailer, TPP, or network. The system continually maintains the current balance in the client s account and the amount to be settled with the retailer, TPP, or network. The FIS ebtedge System will never allow the client s account to reflect a negative balance. The FIS ebtedge System also maintains the original benefit authorization amount so the client s balance can never exceed this amount. The State will determine program groups and types to coincide with their general ledger accounts. Authorizations added to the system by the State will specify the program group and type for which they apply. All financial transactions, including expungements and repayments, will be reported based on the program group and type for which the authorization applies. Each day, FIS will provide the State with a Database Value Report, which lists the activity (net change to the value of the database) for each program group and type, and summarizes it by program group. The FIS ebtedge System maintains accounts at the client, program, and agency (State) levels. Subsequent to cutoff, and before the ACH file is created, the system validates client and retailer totals to verify that they are balanced. This system computes the endof-day net position for each account. The end-of-day net position equals: Opening Balance + Credits - Debits = End-of-Day Balance To further verify all transactions logged on the ebtedge System, we use an internal settlement tool, Automatic Reconciliation. This tool compares the logged transactions that are processed by the FIS ebtedge Authorization Platform to the transactions processed by TPPs and networks. This process allows FIS staff to quickly identify outof-balance conditions and make necessary corrections. FIS continuously logs all financial transactions as they are processed throughout the business day. At cutoff time, the financial transaction data is collected along with the June 12, ITN 02F12GC1

135 retailer bank information that is maintained on our database. This information is then formatted into a standard National Automated Clearing House Association (NACHA) format to create the ACH file that will be transmitted to the concentrator bank for processing. FIS uses Wells Fargo Bank as our ACH originating (concentrator) bank. System balancing processes are run and the Balance Verification Report, which reports totals on all financial activity entering and exiting the system, is produced. FIS compares the current activity reported on the database value with the totals reported on the Balance Verification Report. The Balance Verification Report, shown in Figure 7-87, reports totals on all financial activity entering and exiting the system. It summarizes various business function totals and indicates if the FIS ebtedge System as a whole is balanced. EBTDS405-1 STATE NAME SETDATE: 05/07/XX PAGE: 1 BALANCE VERIFICATION REPORT RUNDATE: 05/08/XX ADMINISTRATIVE AUTHORIZATIONS: EBTDS101: EBTDS201: AUTH ADM ADMIN AUTH CARDHOLDER DAILY ACTIVITY: EBTDS101: EBTDS404: AUTH TOT 69, DAILY ACTIVITY 315, EBTDS101: TERM TOT 385, , , DIRECT DEPOSITS: EBTDS904: EBTDS103: EB DIRECT DEPOSITS 0.00 DIRECT DEPOSITS 0.00 DI MERCHANT DEPOSITS: EBTDS904: EBTDS103: EBTDS105: MERCHANT DEPOSITS 177, MERCHANT DEPOSITS 177, MERCHANT DEPOSITS 177, Totals from the different reports should balance. An out-of-balance condition indicates a problem with funds movement. TOTAL ACH ACTIVITY: EBTDS904: EBTDS103: EBTDS105: ACH DEPOSITS FOR SET 177, TOTAL ACH DEPOSITS 177, DIRECT DEPOSITS EBTDS105: MERCHANT DEPOSITS 177, MERCHANT DAILY ACTIVITY: EBTDS101: EBTDS102: EBTDS106: TERM TOT 385, DAILY ACTIVITY 385, DAILY ACTIVITY 385, EBTDS101: -EBTDS103: TERM FSC 0.00 DIRECT DEPOSITS , , , MERCHANT SETTLEMENT: EBTDS102: EBTDS104: EBTDS105: SETTLEMENT 483, TOTAL SETTLED 483, MERCHANT DEPOSITS 177, EBTDS103: +EBTDS105: DIRECT DEPOSITS 0.00 EBTG 306, , , , Figure 7-87 Balance Verification Report FIS will perform several checks to ensure system reconciliation each day: On a daily basis, the authorization host system keeps track of the retailer position based on the approved transactions logged during the business day. As part of the ACH processing, the system compares and balances the retailer settlement file used to create the ACH file with the log from the authorization host. FIS performs the settlement and reconciliation process seven days per week and provides the ACH files to Wells Fargo on every banking business day in accordance with State and federal regulations. Transactions that took place on Friday, Saturday, or Sunday are settled on Monday or on the next business day after a legal holiday. June 12, ITN 02F12GC1

136 FIS creates a STARS file each day and matches the amount in this file with the Letter of Credit amount on the Clearing Statement. The daily STARS files are stored on the system and sent to FNS once a week. FNS uses these files to verify the Automated Standard Application for Payment (ASAP) drawdown USDA-FNS Reconciliation Requirements The Provider shall meet the reconciliation requirements of 7 CFR 274 and the USDA-FNS EBT Reconciliation Guidance. The Provider shall apply USDA-FNS reconciliation procedures to all EBT benefit programs. At a minimum, the Provider shall have written procedures for reconciling: Cardholder account daily beginning balance and net draws versus the ending balance Cardholder net redemptions versus retailer/acquirer settlement values Total funds entering, exiting, and remaining in the system each day Total net change in system-wide obligations outstanding to the sum of the net change in obligations outstanding for the FAP Total net change in system-wide obligations outstanding to the sum of the net change in obligations outstanding for all Government agencies The net settlement value of all transactions to the sum of the net settlement values for the FAP The net settlement value of all transactions to the sum of the net settlement value for the Department FIS ebtedge System meets the USDA-FNS EBT reconciliation requirements of 7 CFR 274 and is consistent with the FNS Reconciliation Guidance. Cardholder accounts daily beginning balances and net draws versus the ending balance. All activity affecting the balance of a client s account is reported on the Daily Activity Authorization and Daily Activity Terminal reports. In addition, client activity against a benefit authorization can be viewed on the ebtedge ADMIN using the transaction history and the benefit detail screens. On a daily basis, FIS will provide the State with a History Extract file of all transactions taking place against a benefit authorization on the FIS database. Cardholder net redemptions versus retailer/acquirer settlement values. The system continuously maintains the current balance in the client s account and the amount to be settled to the retailer or processor/network. Subsequent to cut-off, and before the ACH file is created, the system validates client and retailer totals to verify they are in balance. Total funds entering, exiting, and remaining in the system each day. FIS ebtedge System maintains accounts at the client, program, and agency (State) levels. Each processing day, the system computes the end-of-day net position for each account. This end-of-day net position equals: Opening Balance + Credits - Debits = End-of-Day Balance Total net change in system-wide obligations outstanding to the sum of the net change in obligations outstanding for the FAP. At the end of each processing day, the Database Value Report will be run for the State. This reconciliation process takes the beginning balance (the previous day s ending balance), adds the current day s activity, June 12, ITN 02F12GC1

137 and calculates the ending balance. Activity will be reported by the benefit groups and types designated by the State. FIS will also provide the State with the Clearing Statement that lists the total amount of federal funds by program and the total amount of State funds by program necessary to reimburse the settlement account for the total credits paid to EBT acquirers. Total net change in system-wide obligations outstanding to the sum of the net change in obligations outstanding for all government agencies. FIS will provide the State with the Clearing Statement that lists the total amount of federal funds by program and the total amount of State funds by program necessary to reimburse the settlement account for the total credits paid to EBT acquirers. The net settlement value of all transactions to the sum of the net settlement values for FAP. For FAP benefits, FIS creates a STARS file each day and matches the amount in this file with the Letter of Credit amount on the Clearing Statement. The daily STARS files are stored on the system and sent to FNS once a week. FNS uses these files to verify the ASAP drawdown for FAP benefits. The net settlement value of all transactions to the sum of the net settlement value for the Department. FIS will provide the State with the Clearing Statement, which contains the total amount of all transactions settled by program group. The Settlement and Reconciliation Manual includes a section on Federal Reporting and Monitoring that describes the FIS reports, files and processes used to meet the SNAP requirements as presented in the Food and Nutrition Service s publication, EBT Reconciliation-Guidance for State Agencies. SYSTEM BALANCING AND RECONCILIATION FIS will provide detailed and accurate reports that will allow the State to reconcile benefit postings to the EBT system, settlement of benefits used by clients, and the outstanding liability remaining on the EBT system at the end of each processing day. FIS will provide the State with settlement reports, such as the Clearing Statement and the Database Value Report, as part of their daily reports. FIS Clearing Statement will provide detail and summary information on all financial activity and funds movement necessary for the State or federal agencies to settle client transaction activity (e.g., withdrawals and purchases). The Clearing Statement is a Statelevel report that recaps all financial activity by program type and benefit group for transactions funded by the State or Federal government agencies to offset money moved to various settlement endpoints for a processing day. The State will use the Clearing Statement to validate the amount of funds for FAP transactions. FIS, on behalf of the State will initiate an ASAP System transaction to the U.S. Treasury for the net amount of June 12, ITN 02F12GC1

138 the ACH credit sent to retailer, TPP, and network banks. The State will also use the Clearing Statement to validate the amount of funds for Cash transactions FIS initiates an ACH debit from the State s bank account for the net amount of the ACH credit sent to retailer, TPP, and ATM network banks or if the State prefers, for the State to initiate a Fed wire transfer to replenish the settlement bank account for the net amount of the cash ACH credit sent to retailers, TPPs and ATM network banks. Figure 7-88 shows a sample Clearing Statement followed by an explanation of how the Clearing Statement can be used to verify daily reconciliation and provide the net amount of money due for the FAP and Cash programs. EBTDS104-1 STATE NAME SETDATE: 03/16/XX PAGE: 1 CLEARING STATEMENT RUNDATE: 03/16/XX BENEFIT GROUP CASH FOOD STAMPS TOTAL EBT GATEWAY CASH1 53, , CASH2 38, , FS 214, , TOTAL 91, ,490.01, 306, A MERCHANT ACH CASH1 5, , CASH2 2, , FS 169, , TOTAL 7, , , ACH TOTAL 7, , , STATE NAME 99, C LETTER OF CREDIT 384, D TOTAL SETTLED 483, BENEFIT GROUP CASH FOOD STAMPS TOTAL TOTALS CASH1 58, , CASH2 40, , FS 384, , TOTAL 99, , , Figure Clearing Statement (Sample) Balancing Tips Ref No This amount: should equal: 1 Total Cash The amount transferred to the FIS M&I Settlement account. ($99,447.81) 2 Total Food Stamp ($384,425.46) The amount created for the ASAP to reduce the Letter of Credit ($384,425.46) FIS initiates the ASAP Transaction. 3 Total EBT Gateway ($306,190.15) Settlement Net Amount on the Terminal Activity Summary - Merchant (EBTDS102-2) for EBT Gateway ($306,190.15) The Total EBT Gateway is the total amount settled with third-party processors and ATM networks 3 4 B June 12, ITN 02F12GC1

139 Ref No This amount: should equal: for that business day. 4 Total Settled ($483,873.27) Settlement Net Amount on the Terminal Activity Summary - State (EBTDS102-3) ($483,873.27) The Total Settled is the amount settled with the third-party processors, ATM networks, and EBTonly retailers for that business day. 5 Total Merchant ACH ($177,683.12) Total amount on the ACH Activity Summary (EBTDS103-3) ($177,683.12) The Total Merchant ACH is the total amount settled with EBT-only retailers for that business day. Total Settled (State Name, Letter of Credit and Total Settled) from Figure 7-88 A total is calculated as a sum for each of the columns, adding the EBT Gateway total and the ACH total. These totals are shown for cash as payment from the State and for FAP as payment from the Letter of Credit and for Total as Total settled. Points A, B, C, and D marked on the sample report are described below. Ref Description A. The total for EBT Gateway is the amount of money moved to bank network or TPP account. B. The ACH Total is the amount of money moved to EBT-only retailer accounts. C. The amount listed for the State is the total amount of money to be moved to an FIS account for cash transactions to be paid by the State. D. The Letter of Credit is the amount of money to be moved to an FIS account for FAP transactions. This is the amount of money to be transferred via ASAP. Totals from Figure 7-88 The summary, by benefit group, of the amounts settled to both the EBT Gateway for networks, TPPs and the EBT-only retailers. The Daily Activity Authorization Report identifies all authorization activity for each processing day. This includes all activity for authorizing, canceling, making repayments, and aging, whether the transaction was initiated at an Administrative Terminal, through the Benefit Batch Maintenance files, or the aging process (monitoring and reporting on benefits not used by a client). The Daily Activity Terminal Report identifies all benefit authorization withdrawals and refunds by case for each business day. This includes all activity at ATM and POS terminals, balance inquiries through the IVR, and adjustments processed. The information in these two reports is summarized in the Daily Activity Summary Report. This report is used to verify the information reported in the Daily Database Value Report. June 12, ITN 02F12GC1

140 Samples of the reports listed follow, along with Balancing Tips to further clarify the process. EBTDS101-1 STATE NAME SETDATE: 03/03/XX PAGE: 1 LOCAL OFFICE NAME DAILY ACTIVITY - AUTHORIZATION RUNDATE: 03/03/XX TRANSACTION BENEFIT TRN AVAILABLE CASE NUMBER DATE TIME TYPE TERMINAL ID USER ID SRC TYP AUTH. NO. DATE TIME AMOUNT /03 19:52 CASH REF AU /03 06: /03 05:30 FS AGE AGE /02 06: /03 19:52 FS CDF5 PWLJB20 AGY FSC /01 06: /03 20:11 FS CDF5 PWLIB20 AGY FSC /01 06: /03 19:52 FS CDF5 PWLIB20 AGY FSC /01 06: /03 20:11 FS REF AU /03 06: /03 19:52 FS REF AU /03 06: /03 19:52 FS REF AU /03 06: /03 09:35 FS ANC2 SWOLMER ADM AU /01 00: /03 09:36 FS ANC2 SWOLMER ADM AU /01 00: /03 09:37 FS ANC2 SWOLMER ADM AU /01 00: /03 19:52 FS REF AU /01 06: ADM AGE AGY REF , TOTAL , /03 20:11 FS REF AU /01 06: /03 19:52 FS REF AU /01 06: /03 19:52 FS REF AU /01 06: AGY ADM REF 96 14, TOTAL 96 14, REF , TOTAL , Figure 7-89 Daily Activity Authorizations Report June 12, ITN 02F12GC1

141 EBTDS101-2 STATE NAME SETDATE: 03/16/XX PAGE: 1 DAILY ACTIVITY - TERMINAL RUNDATE: 03/16/XX TRANSACTION POST REFERENCE TRN RSP REV BENEFIT BAL/REQ COMPLETED CASE NUMBER DATE TIME DATE TERMINAL ID SRC NUMBER TYP CD CD TYPE AUTH. NO. AMOUNT AMOUNT /16 13:55 03/ B ATM CW CASH FEE CASH /16 12:23 03/ ATM BI CASH /16 12:02 03/ B POS CP 07 CASH /16 14:08 03/ B POS FSP FS /16 11:21 03/17 2ARU16 ARU BI FS /16 07:41 03/16 TERM-ARU ARU BI FS FSNPA FSNPA /16 10:00 03/ POS FSP FS /16 13:45 03/ ATM CW CASH /16 13:50 03/ B POS FSP FS ARU ATM , FEE POS , TOTAL , ARU ATM , FEE POS , TOTAL , ARU ATM , FEE POS TOTAL , Figure 7-90 Daily Activity Terminal Report Balancing Tips Ref No This amount, should equal, 1 All Total amounts ($126, $154, $103, = $385, ) Total Terminal Activity on the Daily Activity Summary (EBTDS101-3) ($385, ) June 12, ITN 02F12GC1

142 EBTDS101-3 STATE NAME SETDATE: 03/16/XX PAGE: 1 DAILY ACTIVITY SUMMARY RUNDATE: 03/16/XX AUTHORIZATION COMPLETED ACTIVITY SRC COUNT AMOUNT ADM AGE REF , TOTAL , TERMINAL COMPLETED ACTIVITY SRC COUNT AMOUNT ARU 2, ATM 1,754 80, FEE POS 16, , TOTAL 20, , Figure 7-91 Daily Activity Summary Report Balancing Tips Ref No This amount, should equal, 1 REF Total ($70,755.34) 2 Total Authorization Activity ($69,995.80) All the REF Totals on the Daily Activity-Authorization (EBTDS101-1) ($70, = $29, $14, $27,137.28) All the Totals on the Daily Activity-Authorization (EBTDS101-1) ($69, = $28, $14, $27,137.28) The Total Authorization Activity includes authorization transactions from the Administrative Terminal and authorizations aged off the ebtedge System through the aging process (monitoring and reporting on benefits not used by a client). 3 Total Terminal Activity ($385, ) All the Totals on the Daily Activity-Terminal (EBTDS101-2) ($385, = $126, $154, $103, ) FIS will provide the State with the Daily Database Value Report that provides a cumulative report of all activity on the database at the State level. This reconciliation process takes the beginning balance (the previous day s ending balance), adds the current day s activity, and calculates the ending balance. June 12, ITN 02F12GC1

143 EBTDS404-2 STATE NAME SETDATE: 05/07/XX PAGE: 1 DAILY DATABASE VALUE REPORT RUNDATE: 05/08/XX BENEFIT BENEFIT BEGINNING TRANSACTION -----CURRENT ACTIVITY---- ENDING GROUP TYPE BALANCE TYPE COUNT AMOUNT BALANCE CASH CASH 46, ADJUSTMENTS AUTHORIZATIONS , BALANCE INQUIRY 6, CANCELATIONS FEES 1,117 1, VOIDS WITHDRAWALS 6, , REVERSALS 74 4, TOTAL 558 5, , CASH CASH BALANCE INQUIRY FEES WITHDRAWALS CASH 6,216, ADJUST AUTHORIZATIONS BALANCE INQUIRY CANCELATIONS FEES VOIDS WITHDRAWALS 390 6, REVERSALS TOTAL 14, , ,486, FS FS 3,344,813,47 ADJUSTMENTS AUTHORIZATIONS , BALANCE INQUIRY 6, FS CONVERSIONS REPAY-NONSETL REFUNDS VOIDS VOUCHER CLEAR WITHDRAWALS 26, , REVERSALS , TOTAL 33, , ,829, TOTAL 4,018,578,24 ADJUSTMENTS AUTHORIZATIONS , BALANCE INQUIRY 4, CANCELATIONS FS CONVERSIONS FEES REFUNDS VOIDS VOUCHER CLEAR 128 4, WITHDRAWALS 17, , REVERSALS 130 3, TOTAL 23, , ,333, Figure 7-92 Daily Database Value Report Balancing Tips Ref No This amount, should equal, 1 Current Activity amounts Authorization Activity Completed Amount (add and subtract totals) Total on the Daily Activity Summary ($70, ( $ ) = (EBTDS101-3) ($69,995.80) $69,995.80) This is the total activity involving benefit authorization for that business day. 2 Current Activity amounts (add and subtract totals) (($ $4, $383, ) + ($ $ $3,304.52) = $385, ) Terminal Activity Completed Amount Total on the Daily Activity Summary (EBTDS101-3) ($385, ) This is the total activity performed on the Administrative Terminal, ATMs, and POS devices for that business day. June 12, ITN 02F12GC1

144 To ensure that the Daily Database Value Report is correct, FIS compares the current activity reported on the database value with the totals reported on the Balance Verification Report. In addition, a daily History Extract file by transaction level is provided. This file will provide the State with all financial transactions impacting benefit authorizations on FIS database and provides the outstanding liability remaining on the EBT system at the end of the processing day. FIS will also use the Daily Database Value Report to validate that the benefits authorized by the State have been posted to the system and have been transmitted to the FRB on a timely basis. Each business day following the transmission of files to the Federal Reserve Bank (FRB), they send a fax confirming receipt of the file and the dollar amount posted. This amount will be verified with the amount of authorizations reported under CURRENT ACTIVITY on the Daily Database Value Report for FAP benefits. This amount can also be tied back to the amount on the file(s) received from the State. Additionally, to account for suspense transactions and to help the State reconcile between settlement and the daily activity, FIS will provide the State with the Agency Reconciliation Report. This report provides the following information by benefit group: The settlement amount The previous suspense (which is yesterday s current suspense amount) The current suspense (which is all the transactions that occurred after the retailer s cutoff time, but prior to the end of the system business day) The daily activity EBTDS106-1 STATE NAME SETDATE: 03/16/XX PAGE: 1 AGENCY RECONCILIATION REPORT RUNDATE: 03/16/XX BENEFIT PREVIOUS CURRENT GROUP SETTLEMENT SUSPENSE SUSPENSE DAILY ACTIVITY CASH-1 58, , , , CASH-2 40, , , , CASH 99, , , , FOOD STAMP 384, , , , FS 384, , , , ======== ================ ================ ================ ================ TOTAL 483, , , , Figure 7-93 Agency Reconciliation Report To further assist the State in reconciling the remaining FA benefit liability on the FIS database against the outstanding liability on the Federal Reserve Bank s ASAP System, the State will be provided the Daily ASAP Balancing Report. This report will provide the State with the ability, at-a-glance, to validate that the benefits on FIS ebtedge System, by available date, balance to the State s Letter of Credit in the Federal Reserve s ASAP System. It will also show that the total outstanding liability on the FIS database also June 12, ITN 02F12GC1

145 balances to the Letter of Credit. On the first day of the month this report will also provide the State with the previous month s Issuance, Cancellations, Expungements and Repayments totals based on effective date. These totals can be used by the State to compare to your system totals for your FNS 46 reporting. EBTDSXXX-X STATE NAME - SSSSS SETDATE: 06/03/XX PAGE: 1 DAILY ASAP BALANCING RUNDATE: 06/03/XX ASAP BEGINNING BALANCE: 15,230, TRAN AMA RPT Clearing Stmt ASAP APPLIED BENEFIT INCREASE DECREASE CODE SETDATE RPT SETDATE DATE EFF DATE IS 5/24/XX 6/04/XX 6/04/XX 2,344, IS 5/28/XX 6/04/XX 6/04/XX 25, IS 5/29/XX 6/04/XX 6/04/XX 16, IS 5/30/XX 6/04/XX 6/04/XX 22, IS 5/31/XX 6/04/XX 6/04/XX 22, IS 6/03/XX 6/04/XX 6/03/XX 337, IS 6/03/XX 6/04/XX 6/04/XX 23, PY 6/03/XX 6/04/XX 6/04/XX 1,899, ASAP ENDING BALANCE: 16,123, MONTH TO DATE AVAILABILITY DATE TOTALS AS OF 6/04/XX PREVIOUS MONTH AVAILABILITY DATE TOTALS ISSUANCE: 11,199, ISSUANCE: 69,208, CANCELLATIONS:.00 CANCELLATIONS: 953, EXPUNGEMENTS:.00 EXPUNGEMENTS: 461, REPAYMENTS: REPAYMENTS: 1, DAILY DATABASE VALUE EBTDS404-2 FEDERAL FOOD STAMPS 68,071, AGENCY RECONCILIATION REPORT EBTDS106-1 FEDERAL FOOD STAMPS CURRENT SUSPENSE + 581, AGENCY RECONCILIATION REPORT EBTDS106-1 FEDERAL FOOD STAMPS SETTLEMENT + 1,899, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 5/24/XX - 52,682, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 5/28/XX - 593, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 5/29/XX - 373, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 5/30/XX - 471, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 5/31/XX - 395, AMA BATCH ISSUANCE EBTDS406-1 SETDATE 6/03/XX - 805, ADJUSTED DATABASE VALUE/ASAP 6/3/XX ENDING BALANCE 15,230, Figure 7-94 Daily ASAP Balancing Report This report will allow the State to quickly confirm that the System is in balance with their ASAP account. To further assist the State in reconciling Cash benefits by effective date between the State s system and FIS ebtedge System, we will also prove the State with the Cash Issuance Report and the Cash Balancing Report. The Cash Issuance Report summarizes Cash benefit authorization activity for the reporting day by effective date. The totals reflect all Cash authorization activity for the reporting day, regardless of whether the transactions were processed online, through batch or part of system processing. Totals on this report match the current day s Cash benefit totals on the Daily Statistical Report and the Database Value Report. Transaction detail for the totals on this report can be found on the Daily Activity Authorization Report. June 12, ITN 02F12GC1

146 BTDS409-1 STATE NAME - XXXXX SETDATE: 02/25/XX PAGE: 1 CASH ISSUANCE REPORT RUNDATE: 02/25/XX TRAN EFFECTIVE CODE DATE AMOUNT ISSUANCE 02/25/ , CANCELLATION 02/25/ , REPAYMENT 02/25/ ISSUANCE 03/01/2012 5,322, ISSUANCE 03/02/2012 5,017, ISSUANCE 03/03/2012 4,418, ISSUANCE 03/04/2012 4,346, ISSUANCE (AUTH) TOTAL = 19,398, CANCELLATIONS TOTAL = 400, EXPUNGEMENTS(AGED) TOTAL =.00 REPAYMENT TOTAL = EXPIRATIONS TOTAL =.00 Figure 7-95 Cash Issuance Report The Cash Balancing Report summarizes daily total Cash benefit authorization activity (Issuance, Cancellations, Expungements, Repayments, and Expirations) processed on the ebtedge System for the report date based on availability/effective date. This report also includes the previous month s total Cash benefit authorization activity based on availability/effective date. EBTDS409-2 STATE NAME - XXXXX SETDATE: 02/25/XX PAGE: 1 CASH BALANCING REPORT RUNDATE: 02/25/XX ISSUANCE AVAILABILITY DATE TOTALS FOR 02/25/12 PREVIOUS MONTH ISSUANCE AVAILABILITY DATE TOTALS ISSUANCE: 294, ISSUANCE: 124,359, CANCELLATIONS: 400, CANCELLATIONS: 2,729, EXPUNGEMENTS:.00 EXPUNGEMENTS: 400, REPAYMENTS: REPAYMENTS: 3, EXPIRATIONS:.00 EXPIRATIONS:.00 Figure 7-96 Cash Balancing Report Statements The Provider shall provide the capability to track and process 1099 Statements for Providers paid through the EBT/EFT services contract. Due to revisions to the Internal Revenue Service (IRS) tax code, the EBT vendor will be required to create and distribute IRS-1099 forms to EBT-only retailers and third party processors (TPP) that perform more than 200 transactions totaling $20,000 or more during any calendar year. The requirements are found in the IRS Regulations at 26Code of Federal Regulations, (CFR) Parts 1, 3, and 301. These requirements apply to both cash and SNAP transactions and to all EBT vendors that deal with credit and debit-card payments (not only SNAP). FIS is very familiar with the Internal Revenue Service (IRS) tax code change requiring the issuance of 1099 Statements to EBT-only retailers and TPPs that perform more than 200 transactions totaling $20,000 or more during any calendar year. We understand the requirements apply to both cash and SNAP transactions and to all EBT vendors that deal with credit and debit-card payments. FIS successfully generated, mailed, and filed with the IRS the 1099-K data for 2011 in January of We are in full compliance with the IRS regulations at CFR Parts 1, 3, and 301. As this EBT processor/retailer conversion will occur part way through the IRS reporting year, each retailer and TPP will receive a 1099-K form from both your current EBT Provider June 12, ITN 02F12GC1

147 and FIS, each detailing the settlement done in the part of the year each was the State s EBT Provider. FIS Merchant Management System (MMS) will store Florida EBT-only retailers IRS Tax ID information, which will be gathered as part of the retailer contracting process. FIS will then track settlement for each retailer and consolidate into one 1099-K form for each, summarized by month and gross total for the year and amount of withholding if any. FIS will mail 1099-K reports to retailers and file the 1099-K information with the IRS as required in early January of each year. If a retailer does not provide its tax identification information, FIS will hold back money from the retailer s bank deposits beginning January 1, 2013, as required by the IRS Daily Settlement The Provider shall be responsible for the daily settlement of funds to benefit Providers (retailers and ATM owners); either directly or through financial intermediaries such as TPPs and ATM Networks. The Provider shall own and reconcile the clearing bank account used for the daily settlement. The Provider shall be responsible for handling both credit and debit adjustments to the cardholder s EBT account in the manner and timeframe dictated by federal regulations and QUEST Operating Rules. The Provider shall ensure that settlement reports, such as the Clearing Statement used for the daily draw down, are received by the Department by 6:00 a.m. Eastern Time. The Provider shall be responsible for providing detailed and accurate reports that allow the Department to reconcile benefit postings to the EBT system, settlement of benefits utilized by cardholders, and the outstanding liability remaining on the EBT system at the end of the processing day. FIS recognizes the importance of transaction and settlement accuracy among all electronic benefit transfer participants in the success of the State of Florida EBT Project. Timely and accurate settlement is essential to ensure the strong participation of the retail community. We bring many years of experience in ACH processing and in providing settlement service to the EFT industry. FIS currently links over 32 networks to more than 400 financial institutions and is directly involved in the movement and reconciliation of settlement funds for these customers. Due to the need to move tens of millions of dollars each day, FIS has established a reconciliation process that is accurate and timely. In addition to our EFT customers, we provide services, including settlement, for 14 EBT projects: Arkansas District of Columbia Kansas Minnesota Missouri New Hampshire North Carolina North Dakota Oregon Rhode Island South Dakota Tennessee Vermont Wisconsin We currently settle to more than 30,000 direct-attached, EBT-only retailer accounts, and move funds to third parties and networks. These retailers perform more than 5.5 million EBT transactions each month. FIS understanding of these complex processes and daily June 12, ITN 02F12GC1

148 experience in the settlement of millions of dollars provides assurance to the State of Florida that we will provide timely and accurate settlement to all stakeholders. FIS currently settles to more than 30,000 direct-attached EBT-only retailer accounts, and we move funds to third parties and networks. FIS assures the State that benefits received from Florida will be accurately posted to client accounts. FIS also accurately debits and credits client accounts for withdrawals, fees, and refunds as well as crediting retailers, TPPs and financial institutions for benefits disbursed. FIS will provide accurate and timely settlement for the State of Florida. On a daily basis, FIS creates an ACH file for the EBT transactions that occurred during the business day, including manual voucher clears. This file contains the bank account information to settle EBT-only, network, and TPP transactions. The file is then transmitted to Wells Fargo, our concentrator bank. Upon receipt of the file, the concentrator bank transmits the information to the Federal Reserve Bank. The Federal Reserve Bank will send the ACH credit transmission to each EBT-only retailer s account and each TPP and ATM network s account with an offsetting debit to the FIS settlement account for the State. FIS will own, maintain, and reconcile a bank settlement account at M&I Bank, our financial institution, for the State of Florida. The EBT settlement account will be balanced on a weekly basis to Florida s EBT daily ACH settlement activity of FAP and cash redemption payments to EBT-only retailers, TPPs, and networks. The FIS ebtedge System logs each financial transaction and records an offsetting debit to the client s account and credit to the retailer. The system continually maintains the current balance in the customer s account and the amount to be settled with the retailer. The FIS ebtedge System will never allow the client s account to reflect a negative balance. The FIS ebtedge System also maintains the original benefit authorization amount so the client s balance can never exceed this amount. FIS handles both credit and debit adjustments to a client s EBT account. We adhere to the regulations and rules dictated by FNS and the Quest Operating Rules. BENEFIT RECONCILIATION REPORTING FIS settlement processes ensure detailed and accurate reporting. By 6:00 am ET, FIS will provide the State with detailed and accurate reports that allow the State to reconcile benefit postings to the EBT system, settlement of benefits used by clients, and the outstanding liability remaining on the EBT system at the end of the processing day. June 12, ITN 02F12GC1

149 FIS will provide a Clearing Statement to the State, which contains the total amount of transactions approved by program group. FIS will use the Clearing Statement, identifying the amount of funds for FAP transactions, to initiate an ASAP System transaction to the U.S. Treasury for the net amount of the ACH credit sent to retailer and TPP banks. After receiving FIS request for funds, the AMA System verifies the availability of the funds in the State s FAP Letter of Credit and certifies payment to the settlement account for the State. Section USDA-FNS Reconciliation Requirements shows a sample Clearing Statement and is followed by an explanation of how it can be used to verify daily reconciliation and to provide the net amount of money due for the FAP and cash programs Retailer/TPP/ATM Settlement The Provider shall effect settlement to retailers, TPPs and ATM networks through the existing commercial banking ACH infrastructure. The Provider shall have an originating and receiving relationship with the ACH, either directly or through one of its subcontractors. For transaction processing and settlement purposes, the Provider shall also be a member of the appropriate regional network(s) and be capable of settling both ATM and POS transactions. For retail merchants, third parties, or other benefit Providers that are directly connected to the Provider s system, the Provider shall originate an ACH credit for the total balance due for EBT benefits provided during the just closed EBT processing day. The benefit Provider credits shall be entered into the ACH for settlement on the next banking day. The Provider shall settle credits due EBT benefit Providers who are connected to the Provider through a transaction switch, TPP, or national network utilizing the QUEST Operating Rules. FIS has been performing retailer and network settlement accurately and reliably since we began processing EBT in EBT-only terminals are connected directly to the ebtedge System and settlement occurs directly to the EBT-only retailers. We also link to more than 32 networks and 400 financial institutions. FIS can consistently and reliably settle both ATM and POS transactions using existing commercial banking ACH infrastructure. TPPs and networks that provide processing services to retailers, and ATM owners through their network, are responsible to provide settlement services directly to their retailers, using standard commercial practices. FIS controls the settlement and funds movement to the TPPs and networks. At the end of the processing day, FIS moves the credit to the TPPs and networks certified to the system for the net amount due to retailers and ATM owners. The TPPs and networks receive a file transmission, which details the transactions performed by the retailers and ATMs supported by the TPPs and networks. Based on this detailed information, each TPP and network passes the credits to their retailers and ATM owners. The retailer s cutoff time, for those retailers who have selected a TPP, is a business issue between the retailer and their TPP and coincides with their end of day for debit and credit processing. For additional information regarding FIS origination of ACH files and next-day and two-day settlement processes, please refer to Section , Settlement and Reconciliation. June 12, ITN 02F12GC1

150 FIS currently has an originating and receiving relationship with Wells Fargo Bank for ACH services for all of our EFT and EBT business. We propose to use Wells Fargo for ACH services for Florida. Our ACH service agreement defines the responsibilities of the bank and FIS, includes compliance requirements, establishes responsibility for liabilities, and addresses security procedures. Wells Fargo is a federally insured financial institution capable of accepting credits and/or debits and transmitting them in proper format to the ACH. Our agreement with Wells Fargo binds the bank and FIS to NACHA Operating Rules and Guidelines, except where superseded by federal or state law (for example, Uniform Commercial Code, Electronic Funds Transfer Act). As the second largest originator of ACH transactions in the United States, Wells Fargo Bank holds a leadership role in determining the direction of the ACH system. Wells Fargo Bank officers serve on the NACHA Board of Directors and Rules and Operations Committee. Wells Fargo Bank employees are also members of the ACH governing boards in two Federal Reserve Districts. Their volumes and leadership position are reflective of their emphasis on ACH services. Wells Fargo Bank is also one of the industry leaders in developing back-up disaster recovery plans. Their ACH system operates on multiple IBM mainframe computers that provide backup for each other in case of failure. In addition to the strength of our financial institution, FIS is one of the largest processors of debit transactions in the world and brings a wealth of experience settling financial transactions using ACH processes. At the end of each day, based on a 24-hour processing cycle, financial transaction settlement totals are recorded and written to a money-movement file. This file will be created in Florida s EBT system, incorporating the ACH credits for FAP and cash transactions to retailers, TPPs, and networks with the corresponding debit to the FIS settlement account for the State. The file will be transmitted via a dedicated leased line to Wells Fargo Bank. Credits due EBT providers who are connected to FIS through a transaction switch, TPP, or national network are settled utilizing QUEST Operating Rules. FAP SETTLEMENT FLOW FAP benefit amounts will be authorized by the State through the benefit authorization file transmitted to FIS or a benefit authorization record entered on the webadmin. No funds are ever transferred until the customer accesses their benefit. Once the client s FAP benefits become available, the household will access these benefits from FNS-approved retailers. The FIS ebtedge System processes and logs each FAP transaction. At the end of each day, financial transaction settlement totals are recorded and written to a money June 12, ITN 02F12GC1

151 movement file. This file is processed and a daily ACH file is created. The ACH file is transmitted to the concentrator (ACH originating) bank for processing. Figure 7-97 shows the current movement of funds when a client performs a FAP transaction at a POS terminal. Figure 7-97 FAP Settlement Flow 1. The State creates a benefit authorization file and transmits it to FIS. The benefit authorization file is posted to the EBT database. Separate authorization files are maintained for each client. The file lists the benefits by type and includes the benefit availability date. 2. Before the benefit availability date, FIS sends benefit issuance information to AMA to increase the State s Letter of Credit (LOC). 3. Once the client s FAP benefits become available, a client can initiate a FAP purchase transaction from an FNSapproved EBT-only retailer or a retailer who uses a Third-Party Processor (TPP). FIS processes and logs the transaction. 4. From the transaction log, FIS creates an ACH file for the transactions that occurred during the retailer s business day. The ACH file is transmitted to Wells Fargo Bank for processing. 5. Upon receipt of the ACH file, Wells Fargo runs a series of checks. After performing these checks, the transactions are transmitted to the Federal Reserve in time to meet the midnight Fed window. 6. The Federal Reserve Bank (FRB) processes the ACH records through the ACH System and sends an ACH transmission to M&I Bank, the FIS settlement bank for Florida, notifying it of the debit to the settlement account. FRB sends an ACH credit transmission to each EBT-only retailer s account and TPP s account. 7. To replenish FIS FAP funding account, FIS, on behalf of the State, the morning following settlement, or a Monday or Tuesday following a weekend and/or holiday, initiates an ASAP System transaction to the U.S. Treasury for the net amount of the ACH credit sent to retailer and TPP banks, as detailed on the Clearing Statement provided to the State by FIS that contains the total amount of transactions approved by benefit group. June 12, ITN 02F12GC1

152 8. After receiving FIS request for funds via wire transfer, the AMA System verifies the availability of the funds in the State s FAP benefit Letter of Credit and certifies payment to FIS settlement account. 9. M&I Bank receives notification of the wire transfer from the LOC and credits the FIS settlement account for the State for the amount of the FAP credits to retailers and TPPs. 10. FIS creates a STARS File each day and matches the amount in this file with the Letter of Credit amount on the Clearing Statement. The daily STARS Files are stored on the system and sent to FNS once a week. The FNS uses this file to verify the ASAP draw-down. FIS provides detailed daily redemption activity for each merchant by identification number to STARS through the Benefit Redemption Systems Branch (BRSB). CASH SETTLEMENT FLOW Clients can access their cash benefits at ATMs owned by financial institutions or at participating retailer POS terminals. The FIS ebtedge System processes and logs each cash benefit transaction. At the end of each day, financial transaction settlement totals are recorded and written to a money movement file. This file is processed and a daily ACH file is created. The ACH file is transmitted to the concentrator (ACH originating) bank, Wells Fargo, for processing. No funds are ever transferred until the client accesses their benefits. The following figure shows the cash settlement flow with an ACH debit to the State Treasurer s bank account. Figure 7-98 Cash Settlement Flow 1. The State creates a benefit authorization file and transmits it to FIS. FIS posts the cash benefit authorizations file to the FIS ebtedge System database. Separate authorization files are maintained for each client. The file lists the benefits by type and includes the benefit availability date. June 12, ITN 02F12GC1

153 2. Once the client s cash benefits become available, a client can initiate a cash benefit withdrawal transaction from an EBT-only retailer approved by the State, a retailer who uses a TPP, a cash-only retailer approved by the State, or from an ATM. FIS processes and logs the transaction. 3. From the transaction log, FIS creates an ACH file for the transactions that occurred during the retailer s business day. The ACH file is transmitted to Wells Fargo Bank for processing. 4. Upon receipt of the ACH file, Wells Fargo runs a series of checks. After performing these checks, Wells Fargo transmits the transactions to the Federal Reserve in time to meet the midnight Fed window. 5. The Federal Reserve Bank (FRB) processes the ACH records through the ACH System and sends an ACH transmission to M&I Bank, notifying them of the debit to the settlement account. FRB sends an ACH credit transmission to each EBT-only retailer, cash-only retailer, network, and TPP s account. 6. To replenish FIS settlement account for cash benefits, FIS creates a second ACH file that day, and transmits it to Wells Fargo Bank who sends it to FRB to initiate a debit to the State Treasurer s cash settlement bank account and a credit to the FIS M&I bank account for the net amount of ACH credits sent to EBT-only retailer, cash-only retailer, network, and TPP accounts. 7. FIS sends the State a Clearing Statement that indicates the amount of money distributed through retailers, processors, and ATM networks. The Clearing Statement contains the total amount of transactions approved by benefit group. The ACH debit to the State s bank account to replenish the FIS Settlement Account for cash settlement is a cost-saving measure for the State, but if the State prefers to send a Fed Wire, FIS can accommodate that option Department Responsibilities The Department shall ensure that benefits authorized are posted to the Provider s EBT System or otherwise accounted for in the Department s eligibility system. The Department will ensure that FAP benefits posted to the Provider s EBT system are correctly reported to the Account Management Agent (AMA). The Department shall perform the draw down from the appropriate federal system for TCA benefits utilized by cardholders. The Department will verify the liability remaining in the Provider s EBT system at the end of the processing day for FAP benefits. FIS understands and agrees with the Department s responsibilities as listed in this section of the ITN and will provide the following reports to assist Department staff in ensuring that all benefits authorized by Florida s Eligibility Systems are posted and accounted for correctly: Batch Refresh Total Report Batch Refresh Error Report AMA Batch Issuance Report Clearing Statement Agency Reconciliation Report Daily Database Value Report Daily ASAP Balancing Report June 12, ITN 02F12GC1

154 The FIS Batch Refresh Total Report provides statistics on each batch received. The report summarizes the total number of detail records, the count and dollar amount for the add transactions, the number of deletes, and errors detected. The FIS Batch Refresh Error Report lists all records received via batch that were not processed due to edit errors. Please see Section Daily Reporting Data for more information and a sample of the Batch Refresh Total and Batch Refresh Error reports. FIS will accurately and reliably update the EBT AMA System maintained by the Federal Reserve Bank with the issuance information provided by the Department. FIS is certified with the FNS and Federal Reserve Bank of Richmond on the automated batch issuance process as well as the online back-up method of entering AMA issuance. More details on the AMA process and a sample of the AMA Batch Issuance Report can be found in Section Federal Data Files. FIS also understands that the Department will perform the draw down from the appropriate federal system for TCA benefits utilized by cardholders. To further assist the Department in reconciling the remaining SNAP liability on the FIS database against the outstanding liability on the Federal Reserve Bank s ASAP System, we will provide the Department with the Daily ASAP Balancing Report. This report provides the Department with the ability, at-a-glance, to validate that the benefits on FIS ebtedge System, by available date, balance to the Department s Letter of Credit in the Federal Reserve s ASAP System. It also shows that the total outstanding liability on the FIS database balances to the Letter of Credit. Please see Section , USDA-FNS Reconciliation Requirements, for a detailed overview of the use of the Clearing Statement, Agency Reconciliation Report, Daily Database Value Report, and Daily ASAP Balancing Report in meeting the department s responsibility for further ensuring that benefits authorized by the Department s system are posted to FIS ebtedge System or otherwise accounted for and that FAP benefits are correctly posted to AMA/ASAP by FIS. June 12, ITN 02F12GC1

155 Federal Data Files The Provider is required to support the data requirements of the federal government, and specifically the USDA-FNS FAP. The three data files described below shall be provided to the federal government on a periodic basis as defined by USDA- FNS. Said files shall be provided in the format required by USDA-FNS. On a daily basis, excluding Federal holidays, the Provider shall provide data necessary to support increases/decreases to the project's Automated Standard Application for Payments (ASAP) account balance to the Federal Reserve Bank (FRB) of Richmond. The FRB will serve as the AMA for the USDA-FNS FAP EBT benefit account. The AMA will interface with the Treasury Department's ASAP, and will establish ASAP account funding limits for the Department for FAP EBT activity. Consequently, it will be necessary for the EBT Provider to interface with the AMA and provide the necessary data The Provider shall provide detailed daily FAP redemption data by retailer identification number to STARS, the USDA- FNS FAP redemption database, through the Benefit Redemption Systems Branch (BRSB) in Minneapolis. The data format and requirements of this file is specified by USDA-FNS The Provider shall provide transaction data, starting at implementation, of store transaction history on a monthly basis to USDA-FNS through the ALERT file More than 20 years of EBT experience has provided FIS with a high level of familiarity with federal reporting/federal system interface specifications. We will meet the FNS data and timeframe requirements for FAP by providing FNS with the required files for the State, in the required formats. AMA FILE FIS will reliably and accurately interface with the FNS ASAP system by transmitting benefit issuance updates in the AMA File to the Federal Reserve Bank (FRB) of Richmond on a daily basis. FIS is certified with the FNS and the FRB on the automated batch issuance process as well as the online back-up method of entering AMA issuance. All benefit authorization transactions that have an impact on the value of the database are reflected in the settlement process. This includes all activity for authorizing and canceling food stamp benefits, and making repayments and expungements, whether the transaction was initiated at the webadmin, through the benefit batch maintenance files received from the State, or the aging/expungement process. These transactions flow through the logging component to the audit logger and are reported on each day. FIS uses the information in the logs to create the AMA Batch Issuance File that is sent to the FRB in Richmond, Virginia. The issuance information provided in the file is reported by the available date of the benefit authorization as specified by the State and submitted in the file format specified by the FRB. Monday through Friday, FIS receives a fax from the FRB stating the status of each day s AMA Batch Issuance File. The notification tells us whether a file was received by the established timeframe and if so, if the file was successfully posted or rejected. June 12, ITN 02F12GC1

156 As part of the AMA File process, FIS produces and will provide the State with the AMA Batch Issuance Report. This report is a detailed listing of the data contained in the AMA Batch Issuance File sent to the FRB for each processing day. EBTDS406-1 STATE NAME SETDATE: 08/25/XX PAGE: 1 FILE SEQUENCE NUMBER AMA BATCH ISSUANCE REPORT RUNDATE: 08/26/XX TRAN EFFECTIVE CODE DATE AMOUNT IS 08/25/20XX 11, RO 08/25/20XX IS 08/26/20XX 75, IS (AUTH) TOTAL = 86, IO (OTHER) TOTAL =.00 RC (CONV) TOTAL =.00 RE (AGED) TOTAL =.00 RO (OTHER) TOTAL = FILE TOTAL = 87, Figure 7-99 AMA Batch Issuance Report FIS also uses the AMA Batch Issuance Report for those times when online manual entry of AMA reporting is required. In those circumstances, FIS logs into the AMA system interface to the Treasury Department s ASAP using a pre-authorized, individual user ID and selected user password. Once authorized access is granted to the AMA system, FIS navigates through the screens to the AMA Issuance/Returned Benefits Entry screen. There, FIS enters the issuance data reported on the AMA Batch Issuance Report for the State. The AMA system edits all fields and highlights any errors. When all data passes all edits, a confirmation message is displayed that allows FIS to accept the entries. FIS prints the screen before moving on to the next entry or closing out of the system. Usually within an hour of the completion of the manual entry of AMA, the AMA Add Successful screen print is compared to the data reported on the AMA Batch Issuance Report by an associate other than the one who performed the data entry. This is done to validate the accuracy of the manually-entered data and provide for expedient correction, if necessary. Upon completion of the manual entry of the AMA Issuance data process, FIS will contact the appropriate State staff to review the entries online and provide certification to authorize the update to ASAP. June 12, ITN 02F12GC1

157 Presented to STARS FILE FIS will provide detailed daily redemption activity for each retailer by identification number to STARS through the Benefit Redemption Systems Branch (BRSB) in Minneapolis. FIS creates a STARS File each day and matches the amount in the file with the Letter of Credit Amount on the Clearing Statement. The daily STARS Files are stored on the system and sent to FNS once a week. FNS uses this file to verify the ASAP draw-down. FIS meets the required file format specified by FNS. ALERT FILE FIS will provide FNS with the details of all FAP benefit activity taking place during the prior calendar month against FAP benefit authorizations on the ebtedge System database for the State through the ALERT subsystem. The ALERT File will be produced and sent to FNS daily in the required file layout starting at implementation Data Warehouse The Provider shall provide a Data Warehouse to support the Department s ability for historical data mining. This functionality shall allow specific Department users to create reports and gather detailed information from EBT FAP and Cash accounts. The information available in the data warehouse must be available for query purposes, as well as for downloading for further analysis, and the Provider shall provide to the Department instructions for exporting data. Provider shall fully describe their approach for providing the data warehouse to the Department and other agencies requiring access to the Data Warehouse. Provider shall meet or exceed the data requirements listed in Exhibit B. FIS will provide the State with our Data Warehouse for analysis and Ad Hoc reporting of EBT data, including both FAP and Cash accounts. The FIS Data Warehouse is used to complement our existing data sources, bringing diverse data elements from different systems into one repository for use by authorized State and agency staff. The application is user friendly and supports queries, searches, and downloads. The ebtedge Data Warehouse is an information repository containing large amounts of financial and non-financial data from multiple sources for extended periods of time. FIS will make available the State-requested past three years of data, which will contain: Benefit transaction detail, including transaction history Cardholder demographic and change activity Benefit information Card status Card issuance Account action Retailer information to include FNS Number, ATM/POS, out-of-state usage June 12, ITN 02F12GC1

158 The sophisticated data query/search interface allows users to retrieve this data. The interface was specifically designed for the way state and federal government staff perform their job functions, optimized for a wide variety of possible query options. Our commitment to providing state-of-the art technology to meet the needs of state, USDA-FNS, and Office of Inspector General staff carries over into all we do. FIS Data Warehouse is no exception; we have developed an ad hoc reporting and research tool that makes it easy for users to query, organize, and assess their EBT data to meet their work and business needs. Unlike other vendors that use off-the-shelf products, with no consideration of state and federal users and their job functions, FIS consulted with our existing state customers to gather their query/search interface requirements. The many interviews we conducted and the user research we gathered revealed to FIS that too many data element choices result in frustrated users getting bogged down in streams of unrelated data that they can t use. Through this upfront investment of time with state and federal government users, we developed an easy to use yet powerful data warehouse tool, and we recommend that the State leverage the time and effort already expended on our Data Warehouse and implement our interface design. Our design keeps users from guessing about selecting the proper search criteria to ensure meaningful results. It also enables the application to retrieve more data about a specific transaction type, client, or merchant more quickly. FIS understands that users do not like to wait for information they need to do their jobs; consequently you want a Data Warehouse that meets your data access and retrieval expectations. Our data feed mechanism gives users current EBT information at their fingertips and our smart query/search interface retrieves the data requested quickly. The data stored on the ebtedge Data Warehouse is separate from the production ebtedge Online Transaction History, allowing users to search for and retrieve EBT data freely without impacting daily production. Because users may need to access the most current transaction, client, or merchant information, the State s data will be maintained in the repository and will be refreshed on a near realtime basis. Your staff will not have to wait for a scheduled daily data cutoff time to get to the latest information they need. Functionality Overview Users with access to our ebtedge Agency Portal application will be able to directly link to our Data Warehouse application if their roles and permissions allow for this type of access. Depending on the user s security profile, they will be able to retrieve historical data for analysis, fraud investigation, and research from the reports page. Our Data Warehouse offers users access to cardholder transaction history, financial, statistical, and merchant data to create on-demand and customized ad hoc reports. We will work with your current contractor to convert the previous three years of your financial transaction history to the Data Warehouse for use by your authorized staff. June 12, ITN 02F12GC1

159 Because FIS developed the smart query/search interface from the reports page to our Data Warehouse, users will be able to transition seamlessly between the two applications. This user interface has the same look and feel as our webadmin. Users navigation through pages, using menu bars, drop-down boxes, and tabs, is the same on both applications. Imitating the design of the webadmin helps streamline training for your agency staff. Through user input and collaboration, we have been able to simplify and segment the query/search request. The initial search may be for investigation of potential fraud, requiring information specific to a cardholder or merchant. State staff see FLDCF in Agency Figure Data Warehouse Client Search Result Page (Sample) The Client results display after selecting specific Search By criteria such as Name, Date of Birth, Card Number, Account Number, Case Number, or SSN. Users then check those names when they want to request further EBT information. June 12, ITN 02F12GC1

160 Actual Merchant address will appear here. Figure Data Warehouse Merchant Search Result Page (Sample) The Merchant results display after selecting specific Search By criteria such as Merchant Name, EBT-Only Store Number, or FNS Number. Users then check those Merchants names when they want to request further EBT information. After compiling the preliminary list of data to query, the search is expanded in three simple steps shown in the following figure. June 12, ITN 02F12GC1

161 Figure Data Warehouse Client Transaction Search Page (Sample) Users can request a list of transactions for the listed clients during a specific time period and transaction type. Research during usability studies helped us understand what data is needed. Search results are presented to users in a clear and manageable way. Our Data Warehouse provides users a single, consolidated, accurate view of the data that helps agencies improve information-gathering efficiency, reduce fraud, and fine-tune operations. June 12, ITN 02F12GC1

162 Figure Data Warehouse Client Transaction Search Result Page (Sample) Users select a tab to look at the transaction information for a specific client. By clicking on the links for each transaction users can display additional transaction detail or retailer detail. Figure Data Warehouse Merchant Transaction Search Result Page (Sample) Users select a tab to look at the transaction information for a specific retailer. By clicking on the links for each transaction users can display additional transaction detail or retailer detail. June 12, ITN 02F12GC1

163 Presented to Users can further analyze the data retrieved by creating their own free-form reports, charts, graphs, and forecasts to more effectively present the information for its desired purpose. This can be achieved by quickly downloading the displayed data to a PDF file, or to Microsoft Excel spreadsheets, or to an XML format that can be used across many different software packages. Users can further customize the data into professionallooking reports, charts, and graphs. FIS Data Warehouse offers users a robust and quick link to EBT data at a desktop workstation. Whether you are collecting EBT data for historical analysis, fraud investigation or research purposes, our Data Warehouse gives users the flexibility to create ad hoc reports that meet their work and business needs. It puts current EBT data at their fingertips so that it can be easily accessed using our smart query/search interface EBT Reporting The Provider shall provide State and/or Federal oversight agencies access to report data through a secure web portal. Said data shall be in a form and substance approved by the Department. The Provider shall provide report data aggregated by program and where appropriate, summarized at the State and local (county) office level. The Provider shall maintain an archive of report data. The Provider shall provide the Department a daily history of all transactions impacting benefit authorizations for reconciliation, audit, and investigative purposes. The Provider shall supplement anti-fraud information in the data warehouse by providing a standard data set of anti-fraud information, as required by the Department. Any organization small or large is structured around the usability of generated information and data for many reasons. FIS realizes that not having reliable reports and files in place to meet State and federal requirements creates extra work for all parties. Our time-tested report delivery system ensures efficiency and satisfaction in meeting all of your reporting needs. Never Compromise. Reporting FIS reports are designed specifically for EBT programs and have been honed by 20 years of experience, to provide you the pertinent information you need to manage your programs. Reports are clear, easy to understand, and can be easily downloaded as a PDF, Excel or transmitted Text file. The State has Web-based access to reports and the Data Warehouse from which you can run ad hoc reports on demand. Report retention is based on criteria you set. June 12, ITN 02F12GC1

164 The FIS ebtedge System is specifically designed to meet the needs of EBT. Our database structure supports the unique needs and requirements of states in their operation and management of their EBT programs. Our extensive reporting package will provide accurate and timely information on system reconciliation, operation, and management. FIS currently provides our states with comprehensive reporting that will allow Florida to monitor system performance, perform internal reconciliation activities, and provide information to the federal agencies. FIS has developed a robust set of standard financial and management EBT reports that is currently being used by all of our EBT projects today. FIS reports information at the program, county/local office and State summary levels. Our reporting system also provides settlement and reconciliation reports consolidated by program at the State level by program. Our comprehensive reports package meets the federal report requirements found in 7 CFR and the State s reporting requirements for financial, security, support, and statistical reports. If there are data reporting requirements not met by the reports package offered by FIS, we will work with you during requirements review to ensure that your reporting needs are met. The extensive reporting package that FIS offers the State and FNS has a varying degree of report distribution frequency. The frequency of a report can be recognized based on the DS or DW (Daily), MS or MW (Monthly) or RS (Request) letters found within the report number, as shown in Figure For example, EBTDS210-1 and EBTDW503-1 are Daily Reports and EBTMS409-1 and EBTMW304-1 are Monthly Reports, and EBTRS003-1 is a Request Report. EBTDS210-1 STATE NAME - SETDATE: 01/21/XX PAGE: 1 REPORT NAME RUN DATE: 01/21/XX TRANSACTION TRANSACTION RSP USER ID DATE TIME CODE DESCRIPTION CD CASE/CARD NUMBER CLIENT NAME Figure Report Frequency Indicator Whether reports are distributed daily, weekly, or monthly, FIS will provide Florida and FNS with the necessary reports via electronic file transfer. Transmitted reports are sent to the State via Connect:Direct. ONLINE REPORT AVAILABILITY FIS will also provide access to most reports online, real-time via the FIS ebtedge Agency Portal accessed via the Internet. Authorized users from the State and federal oversight agencies will have access to various financial, security, support, and statistical reports via our easy-to-use web-reporting interface. June 12, ITN 02F12GC1

165 Figure Reports Page Available online reports are just a click away and can be printed or downloaded as needed. Once a report is chosen and displayed on the page, the user has the option of viewing, printing, or downloading the report. This functionality provides the user with a great deal of control over even our standard pre-generated reports. Figure Selected Report via the Web Interface June 12, ITN 02F12GC1

166 ARCHIVE REPORT DATA Most reports are available through the ebtedge Agency Portal for up to 90 days. FIS also offers the State our Report Library functionality, accessed through the webadmin. With FIS Report Library, the State will be able to regenerate any report FIS has generated for you that fits your record retention policies, all within seconds of the request. This means your staff will be able to run the reports they need, when they need them. The following figure shows the easy-to-use Report Library Interface and the four simple steps needed to restore your reports. Figure webadmin Report Library ANTI-FRAUD INFORMATION FIS will provide the Department with a Daily History Extract File. This file provides the Department with all financial transactions impacting benefit authorizations on FIS database for reconciliation, audit, and investigative purposes by the State of Florida. FIS will supplement antifraud information in the data warehouse by providing a standard data set of anti-fraud information as required by the Department. June 12, ITN 02F12GC1

167 Presented to Financial Reporting Data The Provider shall provide access to reporting data related to the following EBT system activity: Reconciliation Data Detail and Summary Settlement Data Detail and Summary Authorization Data Detail and Summary Retailer Management Data Monthly Statements and Fees Exception Data Systems Security EBT Administration and Operations FIS will provide reporting data related to the following EBT system activity: Reconciliation Data Detail and Summary Settlement Data Detail and Summary Authorization Data Detail Summary Retailer Management Data Monthly Statements and Fees Exception Data System Security EBT Administration and Operations Daily Reporting Data The Provider shall provide daily account activity data reflecting all account actions received from the Department via batch and/or on-line during an EBT processing day, or taken on behalf of the Department by the Provider. The data shall provide detail on every transaction that impacts an EBT account balance. The data shall reflect the amount of the transaction (i.e., account action), type of transaction, date and time of transaction, and who originated the transaction (batch or on-line) The Provider shall provide daily terminal activity data reflecting all transactions that will result in funds being moved (i.e., settled) to a retailer, TPP, or ATM network. The data shall include, at a minimum, the transaction type, amount, transaction date and type, settlement date, merchant and terminal identifier, and benefits impacted. The data shall include settlement totals for each entity for which funds will be moved, as well as suspense totals, if any, for transactions that will not be settled until the next processing day. Suspense totals for transactions not being settled in the current business day should be identified by individual benefit types, and rolled up into the program types (i.e., cash and FAP) The Provider shall provide a daily settlement data. This data shall provide at a summary level the total funds that are being settled for the processing day by program type (i.e., cash and FAP), which require funding. This data shall balance with the totals from the terminal activity data The Provider shall provide outstanding liability data for unused benefits residing on the EBT system at the end of the processing day. Totals shall be maintained by benefit type, and aggregated into the program types. The ending balance for the current processing day shall be reconciled by taking into account the beginning balance for the processing day (which is the ending balance from the previous day) and adding or subtracting as appropriate the account activity The Provider shall provide daily administrative action data that includes all administrative actions attempted and completed either by the system or users logged onto the EBT system. The data shall include the transaction type and the EBT account (state unique ID) affected by the action. Administrative actions are those non-financial actions that do not impact account balance such as address changes, account status changes, etc. The Provider shall, on a daily basis, provide to the Department data detailing the date and time new, replacement and expedited cards were placed into the mail June 12, ITN 02F12GC1

168 The Provider shall provide a standard daily record of file transmissions for the Provider and the Department to ensure the complete and accurate transfer of data. This report shall be available to the Department no later than 6:00 a.m. Eastern Time on the day following the file processing. The summary report shall verify the total number of records received by file type, any files rejected and the reason code The Provider shall provide, on a daily basis daily exception data for all files. Exception data shall identify of all records received but not processed by the Provider. Each record shall display a corresponding reason code indicating the cause of the rejection The Provider shall provide daily data detailing all benefit authorizations that are added to the EBT system through the Administrative System. This data shall include, at a minimum, the benefit amount, benefit type, and the User ID of the Administrative System user adding the benefit The Provider shall provide, on a daily basis, data detailing and summarizing all voice authorizations of FAP transactions performed by retailers. The data shall include, at a minimum, the merchant name and USDA-FNS number, the transaction amount and type, the date and time, the cardholder performing the transactions, and whether the merchant is a traditional or non-traditional merchant The Provider shall provide, on a daily basis, data detailing and summarizing the number and type of transactions performed from each EBT-only terminal provided to FAP retailers The Provider shall provide, on a daily basis, data detailing all actions taken by each User ID on the EBT Administrative System The Provider shall provide daily audit and statistical data in form and substance approved by the Department DAILY ACTIVITY AUTHORIZATION REPORT FIS will provide the Department with the Daily Activity Report Authorizations report. For each processing day, the Daily Activity Report Authorizations identifies all authorization activity that impacts an EBT account balance. This includes all activity to authorize, cancel, repayment and aging (expungement), and whether the transaction was initiated online using webadmin, via batch from the Department, or through the aging process. Key fields on this report are case number, transaction date and time, benefit type, terminal ID, user ID, reference source (where the transaction originated), transaction type and amount. EBTDS101-1 STATE NAME - XXXXX SETDATE: 11/09/XX PAGE: 10 COUNTY OFFICE DAILY ACTIVITY - AUTH RUNDATE: 11/09/XX TRANSACTION TRN CASE NUMBER DATE TIME BENEFIT TERMINAL ID USER ID SRC TYP AUTH. NO. AMOUNT /09 05:42 FS-PA REF AU /09 05:42 AFDC-N REF AU /09 05:42 FS-NPA REF AU /09 05:42 AFDC-C REF AU /09 12:25 FS-NPA SN0011 AGY SOV /09 14:26 FS-NPA SN0011 AGY SOC /09 14:26 FS-NPA SN0011 AGY SOV /09 12:38 AFDC-EA A1S7F177 GROUP006 ADM AU /09 06:06 AFDC-F A1S7F177 GROUP005 ADM AU /09 17:31 FS-NPA AGE AGE /09 11:02 FS-PA A1S7F177 GROUP006 ADM AU /09 05:42 FS-NPA REF AU /09 05:42 AFDC-N REF AU /09 05:42 FS-NPA REF AU /09 05:42 FS-PA REF AU ADM AGE AGY REF 10 3, TOTAL 20 3, Figure Daily Activity Report Authorizations June 12, ITN 02F12GC1

169 Presented to TERMINAL ACTIVITY AND SUMMARY REPORTS The terminal activity reports provide a daily detailed listing of POS, voucher, and adjustment activity by EBT-only retailer terminals or TPP and ATM activity from the FIS EBT Gateway. Combined, these reports show the Department all transaction activity that will result in funds being moved and suspense totals for transactions not being settled in the current business day, reported by individual benefit types, and rolled up into the program and subprogram types. FIS will provide the Department with these terminal activity reports: Terminal Activity Report Terminal Activity Summary Retailer Agency Reconciliation Report Terminal Activity Summary State The Terminal Activity Report, as shown in Figure 7-110, shows all the transaction activity for the FIS EBT Gateway (TPPs) and by EBT-only retailers. This report provides retailer settlement totals for each entity for which funds will be moved, as well as totals, if any, for transactions that will not be settled until the next processing day based on retailer chosen cutoff time. Key fields on this report are EBT-only Retailer Name and Terminal ID and all TPPs grouped under EBT Gateway, Cardholder Number, Transaction Date and Time, Transaction Type, Benefit Type, Amount and Settlement date. June 12, ITN 02F12GC1

170 EBTDS102-1 STATE NAME - XXXX SETDATE: 11/10/XX PAGE: 1 EBTG - EBTG TERMINAL ACTIVITY REPORT RUNDATE: 11/10/XX TERM ID TRANSACTION REFERENCE TRN RSP REV BAL/REQ COMPLETED CASE NUMBER CARDHOLDER NUMBER DATE TIME SRC CLRK NUMBER TYP CD CD BENEFIT AUTH. NO. AMOUNT AMOUNT PREV. SUSPENSE /09 11:47 TRM CW AFDC-F /09 11:48 TRM CW AFDC-F /09 11:49 TRM BI AFDC-F /09 11:49 TRM BI AFDC-F /09 12:26 TRM CW AFDC-F /09 12:27 TRM CW AFDC-F /09 12:27 TRM BI AFDC-F FS-NPA /09 12:28 TRM BI AFDC-F FS-NPA /09 15:58 TRM CW N AFDC-F /09 15:59 TRM CW AFDC-F /09 15:59 TRM BI AFDC-F /09 16:00 TRM CW U AFDC-F /09 16:00 TRM CW U AFDC-F /09 16:01 TRM CW I /09 16:01 TRM CW I /09 16:01 TRM BI I /09 16:02 TRM CW S /09 16:03 TRM BI S /09 16:04 TRM CW CC /09 16:05 TRM BI CC /09 16:06 TRM CW P /09 16:07 TRM BI P /09 16:09 TRM BI AFDC-F /09 16:10 TRM CW I /09 16:11 TRM CW I /09 16:11 TRM CW I /09 16:12 TRM CW I /09 16:12 TRM CW I /09 16:13 TRM CW NR /09 16:13 TRM BI NR /09 16:14 TRM BI NR SETTLEMENT 11/09 17: WITHDRAWALS A-F SETTLEMENT PREV. SUSPENSE CURR. SUSPENSE DAILY ACTIVITY Figure Terminal Activity Report The Terminal Activity Summary Retailer Report, as shown in Figure 7-111, provides a summary of each benefit group accessed and the total amounts of transaction activity at a single location. Key fields on this report are Retailer Name, Retailer Store ID Number, Benefit Group, Count, Net Amount, Settlement, Previous Suspense, Current Suspense, Daily Activity, Transaction Type, Counts by Denied, Reversed and Approved and Net Amounts. June 12, ITN 02F12GC1

171 EBTDS102-2 STATE NAME - XXXXX SETDATE: 11/09/XX PAGE: 3 JANE'S CORNER MARKET TERMINAL ACTIVITY SUMMARY - RETAILER RUNDATE: 11/09/XX SUMMARY: BENEFIT GROUP COUNT NET AMOUNT 04A-C A-R F-FS A-C A-R F-FS TOTAL 29 1, SETTLEMENT 29 1, PREV. SUSPENSE 29 1, CURR. SUSPENSE 32 1, DAILY ACTIVITY 32 1, TRANSACTION COUNTS TYPE DENIED REVERSED APPROVED NET AMOUNT BALANCE INQUIRY REFUNDS WITHDRAWALS , REVERSALS , TOTAL , Figure Terminal Activity Summary Retailer Report To account for suspense transactions and to help reconcile between settlement and the daily activity, we will provide the Department with the Agency Reconciliation Report. This report will provide, by benefit group, the settlement amount, previous suspense (yesterday s current suspense amount), current suspense (all of the transactions that occurred after the retailer s cutoff time but prior to the end of the system business day) and the daily activity. EBTDS106-1 STATE NAME SETDATE: 03/16/XX PAGE: 1 AGENCY RECONCILIATION REPORT RUNDATE: 03/16/XX BENEFIT PREVIOUS CURRENT GROUP SETTLEMENT SUSPENSE SUSPENSE DAILY ACTIVITY CASH-1 58, , , , CASH-2 40, , , , CASH 99, , , , FS 384, , , , FS 384, , , , ======== ================ ================ ================ ================ TOTAL 483, , , , Figure Agency Reconciliation Report The Terminal Activity Summary - State report, as shown in Figure 7-113, provides a summary of all transaction activity for the EBT Gateway and all EBT-only retailers as a grand total for the Department. The report provides the Department with the total settlement amount for all activity on a business day along with suspense totals for transactions not yet settled. The settlement total on this report will balance with the settlement listed on the Clearing Statement. June 12, ITN 02F12GC1

172 EBTDS102-3 STATE - XXXXX SETDATE: 05/06/XX PAGE: 1 TERMINAL ACTIVITY SUMMARY - STATE RUNDATE: 05/06/XX SUMMARY: BENEFIT GROUP COUNT NET AMOUNT FS 91,973 1,878, TA 1,739 41, TOTAL 93,712 1,920, SETTLEMENT 88,109 1,920, PREV. SUSPENSE 34, , CURR. SUSPENSE 34, , DAILY ACTIVITY 88,404 1,955, TRANSACTION COUNTS TYPE DENIED REVERSED APPROVED NET AMOUNT ADJUSTMENTS BALANCE INQUIRY FEES REFUNDS , VOIDS , VOUCHER CLEAR , WITHDRAWALS 6, ,735 1,953, REVERSALS , TOTAL 6, ,259 1,955, Figure Terminal Activity Summary State Report CLEARING REPORT FIS will provide the Department with the Clearing Statement. The Clearing Statement report lists, at a summary level, the total funds to be settled for each processing day. The report is a state-level report that recaps all financial activity by program and subprogram type, which requires funding to offset money moved to various settlement endpoints for a processing day. Totals on this report will balance with the totals from the terminal activity reports. EBTDS104-1 STATE NAME SETDATE: 08/02/XX PAGE: 1 CLEARING STATEMENT RUNDATE: 08/03/XX BENEFIT GROUP CASH FOOD STAMPS TOTAL EBT GATEWAY CASH1 53, , CASH2 38, , FS 214, , TOTAL 91, , , MERCHANT ACH CASH1 5, , CASH2 2, , FS 169, , TOTAL 7, , , ACH TOTAL 7, , , STATE NAME 99, LETTER OF CREDIT 384, TOTAL SETTLED 483, BENEFIT GROUP CASH FOOD STAMPS TOTAL TOTALS CASH1 58, , CASH2 40, , FS 384, , TOTAL 99, , , Figure Clearing Statement June 12, ITN 02F12GC1

173 DATABASE VALUE REPORT FIS will provide the Department with the Daily Database Value Report. This report is a cumulative report of all activity on the database that will be run at the end of each processing day. This report takes the beginning balance (the previous day s ending balance), adds the current day s activity, as detailed on the terminal and daily activity reports, and calculates the ending balance and reports the outstanding liability for unused benefits residing on the database for the State. Activity is reported by the benefit groups and types and will be rolled up into program types. EBTDS404-2 STATE NAME SETDATE: 05/07/XX PAGE: 1 DAILY DATABASE VALUE REPORT RUNDATE: 05/08/XX BENEFIT BENEFIT BEGINNING TRANSACTION -----CURRENT ACTIVITY ENDING GROUP TYPE COUNT BALANCE TYPE COUNT AMOUNT COUNT BALANCE CASH CASH 12,431 46, ADJUSTMENTS AUTHORIZATIONS , BALANCE INQUIRY 6, CANCELATIONS FEES 1,117 1, VOIDS WITHDRAWALS 6, , REVERSALS 74 4, TOTAL 558 5, ,989 46, CASH CASH BALANCE INQUIRY FEES WITHDRAWALS CASH 179,387 6,216, ADJUST AUTHORIZATIONS BALANCE INQUIRY CANCELATIONS FEES VOIDS WITHDRAWALS 390 6, REVERSALS TOTAL 14, , ,543 1,456, FS FS 230,907 3,344,813,47 ADJUSTMENTS AUTHORIZATIONS , BALANCE INQUIRY 6, FS CONVERSIONS REPAY-NONSETL REFUNDS VOIDS VOUCHER CLEAR WITHDRAWALS 26, , REVERSALS , TOTAL 33, , ,036 2,829, TOTAL BALANCE INQUIRY CANCELATIONS 438,330 4, ,018,578,24 ADJUSTMENTS FS CONVERSIONS 6 AUTHORIZATIONS , FEES Ending balances carry over to beginning balance on next day s report. REFUNDS VOIDS VOUCHER CLEAR 128 4, WITHDRAWALS 17, , REVERSALS 130 3, TOTAL 23, , ,568 4,333, Figure Daily Database Value Report SESSION ACTIVITY REPORT FIS will provide the Department with our Session Activity Report. The Session Activity Report provides an audit trail by User ID of all actions taken by the user on the ebtedge June 12, ITN 02F12GC1

174 System from webadmin. The report lists, by user ID, case/card, benefit and card adds (setup), changes and inquiries. EBTDS302-1 STATE NAME - SETDATE: 01/21/XX PAGE: 1 SESSION ACTIVITY REPORT RUN DATE: 01/21/XX TRANSACTION TRANSACTION RSP USER ID DATE TIME CODE DESCRIPTION CD CASE/CARD NUMBER CLIENT NAME GROUP005 11/09 06:05:18 M0134 ADD CASE /09 06:05:44 M0150 ADD RECIPIENT ALVAREZ 11/09 06:06:32 M0156 ADD BENEFIT ALVAREZ 11/09 06:06:40 M0170 ADD CARD/BENEFIT LINK /09 09:12:12 M0118 CARD CHANGE ROGERS 11/09 09:18:02 M0118 CARD CHANGE ROGERS 11/09 09:21:10 M0118 CARD CHANGE JAMES 11/09 09:52:28 M0118 CARD CHANGE DEAN 11/09 15:38:10 M0118 CARD CHANGE NORMAN 11/09 17:35:34 M0118 CARD CHANGE GOLD 11/09 17:39:17 M0170 ADD CARD/BENEFIT LINK /09 11:01:50 M0152 CHANGE RECIPIENT /09 11:01:51 M0170 ADD CARD/BENEFIT LINK /09 11:01:55 M0170 ADD CARD/BENEFIT LINK /09 11:02:45 M0156 ADD BENEFIT MADISON 11/09 11:02:49 M0170 ADD CARD/BENEFIT LINK /09 11:37:26 M0118 CARD CHANGE SMITH 11/09 11:45:09 M0118 CARD CHANGE WOODWARD 11/09 11:45:09 M0118 CARD CHANGE WOODWARD Figure Session Activity Report CARD MAIL DATE REPORT To satisfy the Department s requirement for a CardMail Date Report, FIS will provide the Department with the following reports: Card Order Report FIS Card Services VAM Mailed Card and PIN Reports The Card Order Report will provide the Department with a listing of cards generated for the clients and sent to the card vendor. The report is sorted in case number order and provides the total number of cards issued. It also includes the cardholder s name, address, case number, card number (PAN), and whether the card was a new card (ISS) or reissue (REI). EBTDS502-1 STATE SETDATE: 09/30/XX PAGE: 1 CARD ORDER REPORT RUNDATE: 09/30/XX INDICATORS ACCOUNT NUMBER CASE NUMBER CLIENT ADDRESS CARDHOLDER NUMBER MAIL TRAIN PIN LANG EXPD DROP TYPE MARY SMITH C N N E N REI 306 W 112TH ST ANY TOWN ST STEVE JOHNSON C N N E N REI 7384 UNITY LN ANY TOWN ST JIM DOE C N N E N REI 1700 E 22ND ST CITY ST DANIEL ROBERTS C N N E Y ISS 3850 PLYMOUTH BLVD VILLAGE ST ROSA HERNANDEZ C N N S N REI OLD TIMBER CITY ST TOTAL NUMBER OF CARDS ORDERED: 5 Figure Card Order Report June 12, ITN 02F12GC1

175 The FIS Project Manager for Florida will have access to the FIS Card Services Virtual Account Manager (VAM) and can view a report (as shown in Figure 7-118) that shows the completion (mailing) of the cards that are transmitted to FIS Card Services and reported to the Department on the Card Order Report. FIS will confirm each day that all cards records submitted were successfully created and mailed. The information as shown in the figure below would be exported to Microsoft Excel and ed to the designated State contact. Figure FIS Card Services VAM Mailed Cards Report BATCH PROCESSING REPORTS FIS will provide the Department with the Batch Refresh Total Report. The Batch Refresh Total Report is organized by file transmission that provides a confirmation of the processing of the batch file(s). The report provides statistics on each batch FIS receives from the Department. The report summarizes the total number of detail records, the count and dollar amount for the add transactions, the number of changes, deletes, and errors detected. The actual results are compared to the information provided by the Department on the trailer record. The results of the comparison are reported to ensure the complete and accurate transfer of data during nightly batch processing. If the header or trailer is incorrect, if it is a duplicate batch number, or if the detail does not balance back to the trailer totals, the batch file is rejected. This report will be available to the Department by 6:00 am ET on the day following the file processing. June 12, ITN 02F12GC1

176 EBTRS003-1 STATE NAME SETDATE: 08/03/XX PAGE: 1 BATCH REFRESH TOTAL REPORT RUNDATE: 08/03/XX MAINTENANCE FILE RECEIVED ON 03/03/20XX AT 21:24:51 CST TRAILER TRAILER ACTUAL ACTUAL APPLIED APPLIED BATCH ID BATCH TYPE COUNT AMOUNT COUNT AMOUNT COUNT AMOUNT STATUS FSDA FS-DAILY DETAIL RECORDS ADDS 106 $15, $15, $15, APPLIED ERRORS 0 EBTRS003-1 STATE NAME SETDATE: 08/03/XX PAGE: 1 BATCH REFRESH TOTAL REPORT RUNDATE: 08/03/XX MAINTENANCE FILE RECEIVED ON 03/03/20XX AT 12:34:13 CST TRAILER TRAILER ACTUAL ACTUAL APPLIED APPLIED BATCH ID BATCH TYPE COUNT AMOUNT COUNT AMOUNT COUNT AMOUNT STATUS CSDA CASH-DAILY DETAIL RECORDS ADDS 330 $55, $55, $55, APPLIED ERRORS 3 $ EBTRS003-1 STATE NAME SETDATE: 08/03/XX PAGE: 1 BATCH REFRESH TOTAL REPORT RUNDATE: 08/03/XX MAINTENANCE FILE RECEIVED ON 03/03/20XX AT 09:13:02 CST TRAILER TRAILER ACTUAL ACTUAL APPLIED APPLIED BATCH ID BATCH TYPE COUNT AMOUNT COUNT AMOUNT COUNT AMOUNT STATUS CARD RECIPIENT/CASE DETAIL RECORDS ADDS APPLIED CHANGES APPLIED DELETES APPLIED ERRORS 1 Figure Batch Refresh Total Report The report provides a confirmation of the processing of the batch file(s) and provides statistics on each batch FIS receives from the State. BATCH EXCEPTION REPORTS FIS will provide the Department with the Batch Refresh Error Report. This report lists all records that were not processed due to an edit error. For those records in error, the report lists case number, record number in the file, record type and action, the field in error, the error data, and error description. The Batch Refresh Error Report will report all errors that occur in the batch received from the Department, including duplicate case exceptions. June 12, ITN 02F12GC1

177 EBTRS002-1 STATE NAME SETDATE: 08/03/XX PAGE: 1 BATCH ID: CSDA - CASH-DAILY BATCH REFRESH ERROR REPORT RUNDATE: 08/03/XX BATCH 1 OF MAINTENANCE FILE RECEIVED ON 03/03/20XX AT 21:09:08 CST RECORD REFRESH REFRESH CASE NUMBER NUMBER TYPE ACTION ERROR FIELD ERROR DATA ERROR DESCRIPTION BENEFIT ADD CASE NUMBER CASE NUMBER NOT FOUND BENEFIT ADD CASE NUMBER CASE NUMBER NOT FOUND BENEFIT ADD CASE NUMBER CASE NUMBER NOT FOUND EBTRS002-1 STATE NAME SETDATE: 83/03/XX PAGE: 1 BATCH ID: CARD - CASE/RECIPIENT BATCH REFRESH ERROR REPORT RUNDATE: 08/03/XX BATCH 1 OF MAINTENANCE FILE RECEIVED ON 03/03/20XX AT 09:13:02 CST RECORD REFRESH REFRESH CASE NUMBER NUMBER TYPE ACTION ERROR FIELD ERROR DATA ERROR DESCRIPTION CASE/RECIPIENT CHANGE RECIPIENT TYPE 1F ACTIVE RECIPIENT NOT FOUND Figure Batch Refresh Error Report The report lists all records that were not processed due to an edit error. ADMIN ACTIVITY - AUTHORIZATION REPORT The Admin Activity-Authorizations Report will provide the Department with detail of all activity performed on an authorization from webadmin for each local office during the business day. Actions recorded include adding and cancelling authorizations. Key fields on this report are case number, benefit type, transaction type, user ID and amount. EBTDS201-1 STATE NAME SETDATE: 08/07/XX PAGE: 1 LOCAL OFFICE NAME 1 ADMIN ACTIVITY - AUTHORIZATIONS RUNDATE: 08/07/XX TRANSACTION TRN BENEFIT CASE NUMBER DATE TIME TERMINAL ID USER ID TYP TYPE AUTH NO. AMOUNT /07 15:58 LU P11075 AU FS-PA /07 15:58 LU P11075 CAN FS-PA /07 15:58 LU P11075 AU FS-PA /07 16:02 LU P11075 AU FS-PA TOTAL EBTDS201-1 STATE NAME SETDATE: 08/07/XX PAGE: 2 LOCAL OFFICE NAME 2 ADMIN ACTIVITY - AUTHORIZATIONS RUNDATE: 08/07/XX TRANSACTION TRN BENEFIT CASE NUMBER DATE TIME TERMINAL ID USER ID TYP TYPE AUTH NO. AMOUNT /07 08:49 CDF1 PWKEW24 CAN FS /07 15:11 CDF5 PWLEW24 CAN FS TOTAL EBTDS201-1 STATE NAME SETDATE: 08/07/XX PAGE: 3 LOCAL OFFICE NAME 3 ADMIN ACTIVITY - AUTHORIZATIONS RUNDATE: 08/07/XX TRANSACTION TRN BENEFIT CASE NUMBER DATE TIME TERMINAL ID USER ID TYP TYPE AUTH NO. AMOUNT /07 08:49 CDF1 PWKEW24 CAN FSAUTH /07 15:11 CDF5 PWLEW24 CAN OFSET TOTAL Figure ADMIN Activity-Authorizations Report June 12, ITN 02F12GC1

178 MERCHANT VOUCHER ACTIVITY REPORT FIS will provide the Department with the Merchant Voucher Activity Report. This report is a month-to-date daily report that lists all voice authorizations of FAP transactions performed by retailers during the processing day, either because they were not able to access the system through their POS terminal or because they are a low-volume or nontraditional retailer. The report includes data regarding added (new), matched (settled), expired (not matched with FNS required timeframe), and voided vouchers. It includes the voucher number, authorization number, the transaction date and time, retailer name and FNS number, the client performing the transaction by cardholder number, the transaction amount and type, and whether the retailer is a traditional or non-traditional retailer. The report also provides a month-to-date summary of retailer vouchers by retailer. EBTDS120-1 STATE NAME - XXXXX SETDATE: 02/27/XX PAGE: 1 ANY FOOD SERVICE - FNS NUMBER MERCHANT VOUCHER ACTIVITY REPORT FNS RUNDATE: 02/27/XX 02/01/XXXX THROUGH 02/27/XXXX OPENED TRN VOUCHER APPROVAL CLOSED CARDHOLDER NUMBER DATE TIME USER ID TYP NUMBER NUMBER AMOUNT ACTION VOUCHER STATUS DATE TIME USER ID NT /05 13:54 ARU VCP ADDED MATCHING VOUCHER 0.00 MATCH 02/07 07:22 Y /06 17:15 ARU VCP ADDED EXPIRED VOUCHER EXPIRED 02/07 06: TOTAL ACTIVITY VOUCHER SUMMARY COUNT AMOUNT PREVIOUSLY OPENED VOUCHERS VOUCHERS OPENED THIS PERIOD VOIDED VOUCHERS EXPIRED VOUCHERS INVALID VOUCHERS MATCHED VOUCHERS REMAINING OPEN VOUCHERS Figure Merchant Voucher Activity Report MONTHLY UTILIZATION REPORT FIS will the Department with two monthly utilization reports: the Monthly Utilization- Location Report and the Monthly Utilization Summary Report. These reports provide a statistical summary of the transaction counts and amounts performed by each EBT-only retailer and the FIS EBT Gateway. Our EBT Gateway data includes all TPPs. The Monthly Utilization-Location Report provides a transaction summary, by benefit type, for each EBT-only retailer and the FIS EBT Gateway. Key fields on this report are benefit type, activity count and transaction type and count. June 12, ITN 02F12GC1

179 EBTMS401-1 STATE NAME - SETDATE: 01/31/XX PAGE: 3 JANE'S CORNER MARKET MONTHLY UTILIZATION - LOCATION RUN DATE:02/01/XX ACTIVITY TRANSACTION BAL/REQ COMPLETED BENEFIT COUNT TYPE COUNT AMOUNT AMOUNT PCT AFDC-EA 2 BALANCE INQUIRY WITHDRAWALS TOTAL 2 1, AFDC-C 1 BALANCE INQUIRY TOTAL FS-NPA 15 BALANCE INQUIRY REFUNDS WITHDRAWALS REVERSALS TOTAL Figure Monthly Utilization Location Report The Monthly Utilization Summary Report is a summary for the agency. It displays the types of transactions performed by clients for each benefit type during the month. EBTMS401-2 STATE - XXXX SETDATE: 08/31/XX PAGE: 1 MONTHLY UTILIZATION SUMMARY RUNDATE: 09/01/XX ACTIVITY TRNSACTION BAL/REQ COMPLETED BENEFIT COUNT TYPE COUNT AMOUNT AMOUNT PCT FS 740,281 ADJUSTMENTS 89 9, , BALANCE INQUIRY 82, FEES 13,418 15, , REFUNDS 519 6, , REVERSALS 1,805 82, , VOIDS 78 4, , VOUCHER CLEAR 1,964 76, , WITHDRAWALS 640,040 26,891, ,891, TOTAL 740,281 26,912, ,912, CASH 688,690 ADJUSTMENTS 36 1, , BALANCE INQUIRY 28, FEES 2,626 4, , REFUNDS 1,175 11, , REVERSALS 1,311 32, , VOIDS 87 2, , WITHDRAWALS 654,760 17,153, ,153, TOTAL 688,690 17,135, ,135, TOTAL 1,428,971 ADJUSTMENTS , , BALANCE INQUIRY 111, FEES 16,044 19, , REFUNDS 1,694 18, , REVERSALS 3, , , VOIDS 165 6, , VOUCHER CLEAR 1,964 76, , WITHDRAWALS 1,294,800 44,045, ,045, TOTAL 1,428,971 44,048, ,048, Figure Monthly Utilization Summary Report EBT ADMINISTRATIVE ACTIVITY REPORT FIS will work with the Department during requirements review to create and provide to the Department on a daily basis, data detailing all actions taken by each User ID on the EBT Administrative System. FIS agrees to provide the Department with daily audit and statistical data in form and substance as approved by the Department. June 12, ITN 02F12GC1

180 Monthly Reporting Data The Provider shall, on a monthly basis, provide data regarding all cardholders who performed 100% of their transactions occurred outside of the State for the past 180 days The Provider shall, on a monthly basis, provide statistical data indicating the number and percentage of cardholder transactions denied and the reason for the denials (i.e., non-sufficient funds, invalid PIN, etc.) The Provider shall, on a monthly basis, provide data to demonstrate compliance with Performance Standards specified in Exhibit D The Provider shall, on a monthly basis, provide data summarizing transactions by time of day and day of month The Provider shall, on a monthly basis, provide data summarizing transaction activity on the EBT system at a county and State level. Statistics provided should include, at minimum, benefits authorized for the previous month, transactions performed by transaction type (i.e., FAP purchases, cash purchases, cash withdrawals), the number of active accounts on the system, number of active cards on the system, and the number of cards issued during the month (new, replacement and expedited) The Provider shall, on a monthly basis, provide data summarizing transaction fees charged to the cardholder by the Provider, as well as transaction surcharges levied against the cardholder by the ATM owner for cash withdrawals. Transaction fees should be itemized by category, and should include ATM cash withdrawal fees, POS cash withdrawal fees, and, as appropriate, card replacement fees (as well as any other specific fees directly charged against the cardholder s EBT account). The data should also include ATM surcharges levied against the cardholder as a separate category for any transaction where the surcharge is separately identified The Provider shall, on a monthly basis, provide data detailing each authorized Administrative System user with the ability to access the EBT data, including the level of access afforded the user and actual usage OUT-OF-STATE (100%-180DAYS) FIS will work with the Department during requirements review to create and provide to the Department on a monthly basis a report detailing all cardholders who performed 100% of their transactions outside of the State for the past 180 days. DENIAL CODE BREAKDOWN REPORTS FIS will provide the Departement with two transaction denial reports. The Denial Code Breakdown Report is a monthly detailed Local Office listing of all denied cardholder transactions. Key fields on this report are cardholder number, case number, denial code and count. EBTMS205-1 STATE NAME - XXDHS SETDATE: 11/09/XX PAGE: 1 COUNTY DENIAL CODE BREAKDOWN REPORT RUNDATE: 11/09/XX --DENIAL-- --DENIAL-- --DENIAL-- --DENIAL-- --DENIAL-- --DENIAL-- CARDHOLDER NUMBER CASE NUMBER CD COUNT CD COUNT CD COUNT CD COUNT CD COUNT CD COUNT U S U U CC U U U CC U U U 1 Figure Denial Code Breakdown Report June 12, ITN 02F12GC1

181 The Denial Code Breakdown Summary Report is a monthly state-level summary of denied transactions and their denial codes used to reject the client s transaction. FIS will work with the State during project design and development to add the percentage of client transactions denied to the Denial Code Breakdown Summary Report. EBTMS205-2 STATE NAME - DHR SETDATE: 01/31/XX PAGE: 1 DENIAL CODE BREAKDOWN SUMMARY RUNDATE: 02/03/XX DENIAL DESCRIPTION CD COUNT CARDS INVALID PIN I 28,647 18,060 CARDHOLDER NOT ON FILE P 13,103 11,039 NO BENEFIT FOR REQUEST S 45,290 13,667 INSUFFICIENT FUNDS U 75,796 49,311 STORE NOT DEFINED CA 4 4 PIN NOT SELECTED CB BAD CARD STATUS CC 5,493 3,091 RETURN WOULD EXCEED ORIG AUTH. CD 1 1 PIN TRIES EXCEEDED NR 2, SYSTEM MALFUNCTION RK TOTAL 171,012 96,130 Figure Denial Code Breakdown Summary Report TRANSITION PHASE PERFORMANCE STANDARDS FIS will produce for the State of Florida, a weekly Project Status report. The Project Status report (Figure 7-129) will contain a summary of major tasks and scheduled activities completed during the reporting period for transition activities along with monthly data to demonstrate compliance with Performance Standards as specified in Exhibit D of the ITN. It will also include problem identification, required corrective action, timeframe for resolution, tasks required by federal and State agencies, reports of delayed tasks, reasons, revised completion date(s) and their status, and scheduled activities for the next reporting period for POS device deployment and installation, training, card issuance, and retailer and TPP agreements. June 12, ITN 02F12GC1

182 Figure Project Status Report In addition to the weekly Project Status report during Transition, FIS will submit separate reports that will contain additional information on POS equipment deployment and installation and Retailer agreements. The sample report shown in Figure is an excerpt from a multipage report that shows all current Active/Live EBT-only locations and the numbers of terminals assigned to each location. There are grand totals at the end of the report. June 12, ITN 02F12GC1

183 10/15/xx Equipment Counts for Program Id Rollout Id Status Date FNS # - Location Name Location D 3200 Grand Total XXXXX 200x/08/ xxx-7-ELEVEN # A x/08/ xxx-7-ELEVEN # a x/09/ xxx-MOTT S FRESH FRUIT-SULTAN-A x/09/ xxx-BRIER GROCERY-A x/09/ xxx-ASIAN KHEMERA MARKET-A x/09/ xxx-WONDER HOSTESS #9818-A x/09/ xxx-WONDER HOSTESS #9070-A x/09/ xxx-EVERETT AVE GROCERY-A x/10/ xxx-ALDERWOOD FOOD STORE & DELI-A Phase 5 Total 9 9 Total 9 9 Grand Total 9 9 Figure Inventory Report (Sample) The report shows the numbers of EBT-only terminals assigned to individual retailer location. FIS will also provide the State with an updated Work Plan. TRANSACTION ACTIVITY REPORTS The FIS reporting package provides the information needed by the State to monitor system processing performance. FIS will provide the State with the following transaction statistics reports: Network Statistics Report Network Statistics Summary Report Transaction Statistics by Hour Report Transaction Summary by Hour Report Transaction Summary by Day Report Transaction Frequency Report The Network Statistics Report provides an overview of the transactions used to distribute benefit authorizations through Processor and Bank Networks. June 12, ITN 02F12GC1

184 EBTMS408-1 STATE NAME - XXXXX SETDATE: 04/30/XX PAGE: 1 NETWORK STATISTICS REPORT RUNDATE: 05/02/XX EBT-ONLY POS EBT GATEWAY DATE CASH TRAN CASH AMOUNT FS TRAN FS AMOUNT CASH TRAN CASH AMOUNT FS TRAN FS AMOUNT /31/ , , ,045 25, , , ,045 25, /01/12 4,383 95, ,370 98, ,045 3,659, , , ,462 96, , , ,564 3,699, , , /02/12 3,902 81, ,029 88, ,706 2,105, , , , , , , ,270 5,804, ,631 1,204, /03/12 3,045 55, ,499 86, ,839 1,130, , , , , , , ,109 6,934, ,086 1,773, /04/12 2,549 34, , , , , ,805 1,631, , , , , ,592 7,784, ,891 3,404, /05/12 2,305 33, , , , , ,109 2,107, Figure Network Statistics Report The Network Statistics Summary Report provides a summary, by date, of POS and ATM transactions and amounts. EBTMS408-2 STATE NAME - XXXXX SETDATE: 04/30/XX PAGE: 1 NETWORK STATISTICS SUMMARY RUNDATE: 05/02/XX EBT-ONLY POS EBT GATEWAY %POS %POS %NET %NET DATE TOTAL TRAN TOTAL AMOUNT CASH FOOD TOTAL TRAN TOTAL AMOUNT CASH FOOD 03/31/ , ,564 65, /01/12 11, , ,948 4,283, /02/12 10, , ,389 2,660, /03/12 9, , ,294 1,699, /04/12 13, , ,288 2,481, /05/12 16, , ,893 2,779, /06/12 19, , ,950 3,173, /07/12 19, , ,129 3,894, /08/12 22, , ,743 1,529, /09/12 23, , ,040 3,558, /10/12 25, , ,527 3,431, /11/12 27, , ,873 3,442, /12/12 30, , ,716 3,365, /13/12 28, , ,326 3,660, /14/12 30, , ,685 2,872, /15/12 23, , ,151 2,299, Figure Network Statistics Summary Report The Transaction Statistics by Hour Report summarizes transaction counts (only clientgenerated transactions, for example, POS and ATM activity) on an hourly basis by day of the month. One page is produced for each day of the month. June 12, ITN 02F12GC1

185 EBTMS409-2 STATE NAME SETDATE: 10/31/XX PAGE: 2 10/01/XX TRANSACTION STATISTICS BY HOUR RUNDATE: 11/01/XX ATM POS HOUR TRANSACTIONS TRANSACTIONS ARU VOICE AUTH. TOTAL , , , , , , , , , , , , , , , , , , , , , , , , , , , , , TOTAL 31,680 7,695 9, ,487 Figure Transaction Statistics by Hour Report The Transaction Summary by Hour Report summarizes client-generated transaction counts by hour for all days during the month. EBTMS409-3 STATE NAME SETDATE: 02/28/XX PAGE: 1 ALL DAYS TRANSACTION SUMMARY BY HOUR RUNDATE: 03/04/XX ATM POS HOUR TRANSACTIONS TRANSACTIONS ARU VOICE AUTH. TOTAL ,280 2, , ,395 1, , ,054 1, , , , , , , , , ,327 4, , ,569 10, , ,131 17, , ,890 24,248 2, , ,825 29,160 4, , ,556 32,351 6, , ,625 34,266 8, , ,645 37,178 8, , ,694 39,418 7, , ,349 43,216 7, , ,036 43,415 6, , ,924 37,349 6, , ,028 26,138 6, , ,673 18,409 6, , ,583 13,550 5, , ,532 8,283 4, , ,646 2, , TOTAL 90, ,920 96,471 1, ,385 Figure Transaction Summary By Hour Report The Transaction Summary by Day Report summarizes client-generated transaction counts for all days during the month. June 12, ITN 02F12GC1

186 EBTMS409-4 STATE NAME SETDATE: 02/28/XX PAGE: 1 ALL HOURS TRANSACTION SUMMARY BY DAY RUNDATE: 03/04/XX ATM POS VOICE DATE TRANSACTIONS TRANSACTIONS ARU AUTH. TOTAL /30/20XX , ,153 01/31/20XX , ,894 02/01/20XX 15,565 20,201 8, ,088 02/02/20XX 5,575 14,585 7, ,718 02/03/20XX 6,640 18,767 6, ,441 02/04/20XX 5,637 20,045 5, ,957 02/05/20XX 4,364 19,002 5, ,751 02/06/20XX 3,989 20,694 4, , /24/20XX 1,428 10,476 1, ,442 02/25/20XX 1,389 9,842 1, ,072 02/26/20XX 1,268 9,167 2, ,323 02/27/20XX 1,182 8, ,596 02/28/20XX 1,387 6, , TOTAL 90, ,920 96,471 1, ,385 Figure Transaction Summary by Day Report The Transaction Frequency Report summarizes client-generated transaction counts by benefit and access type with each benefit type summarized on its own page. EBTMS410-1 STATE NAME SETDATE: 02/28/XX PAGE: 1 FS TRANSACTION FREQUENCY RUNDATE: 03/04/XX TYPES TRANS TRANSACTION TYPES /CASE ATM POS ARU VOICE AUTH TOTAL ,648 60,446 26, , ,752 56,004 19, , ,384 48,980 12, , ,443 43,678 8, , ,351 37,931 6, , ,057 33,681 4, , ,664 29,583 3, , ,015 26,149 2, , ,771 23,121 1, , ,895 20,557 1, , ,231 18,237 1, , ,701 16, , ,317 14, , ,030 12, ,946 >14 3, ,776 3, , TOTAL 165, ,742 92, ,998 TOTAL TRANSACTIONS: 771,998 Figure Transaction Frequency Report MANAGEMENT STATISTICS REPORT To meet the Department s requirements for Management Statistics Reports, FIS will provide the Department with the following three reports. Management Statistics Report Management Statistics Report County Card Issuance/Replacement Report FIS will provide the Department with the Management Statistics Report, reported at the State level. This report provides a summary of monthly activity for cards, cases, and authorization transactions. The Management Statistics Report provides information on authorizations, by benefit type, added via batch and online. The report includes statistics by transaction type June 12, ITN 02F12GC1

187 and source and shows the number of transactions approved and denied, the percent denied, and the average number of transactions per case. It includes case statistics on active, inactive, deleted total cases, and cases added online. The report also includes card statistics on cards ordered, and active, inactive, and total cards on the database. EBTMS409-1 STATE NAME SETDATE: 01/31/XX PAGE: 1 MANAGEMENT STATISTICS REPORT RUNDATE: 02/01/XX CARDS: VAULT CARDS ORDERED 0 PERMANENT CARDS ORDERED 27,221 ACTIVE CARDS 235,999 INACTIVE CARDS 207,833 TOTAL CARDS ON DATA BASE 443,832 CASES: ACTIVE CASES 219,412 INACTIVE CASES 69,207 TOTAL CASES 288,619 CASES ADDED VIA ADMIN TERMINAL 5,436 CASES DELETED 0 AUTHORIZATIONS: ADDED BY ADDED BY ACTIVE BENEFIT TYPE REFRESH ADMIN DUPLICATE HOLDOVER BEN.CASE CASH 49, ,871 45,546 93,329 CASH CASH 49, ,874 45,574 93,412 FSAUTH 67, , ,429 FS 140, ,097 94, ,663 FOOD STAMP 207, , , ,092 ================== =========== =========== =========== =========== =========== TOTAL 257, , , ,504 TRANSACTIONS: PERCENT PERCENT AVERAGE AVG APPROVED AVERAGE SOURCE CATEGORY APPROVED DENIED DENIED OF TOTAL TRANS/CASE TRANS/BEN.CASE TRANS/BEN.CASE DIRECT DEPOSITS (ACH) ARU (AUDIO RESPONSE UNIT) 318,884 19, BALANCE INQUIRIES 295,627 CARD ACTIVATIONS 9,800 PIN SELECTS 10,052 VOICE AUTHS 3,405 VOICE AUTHS CSR ASSISTED 1, EBT-ONLY BALANCE INQUIRIES 78,520 5, EBT-ONLY FS TRANSACTIONS 1,341,946 40, EBT-ONLY CA TRANSACTIONS 60,660 47, EBTG BALANCE INQUIRES 1, EBTG FS TRANSACTIONS 306,279 15, EBTG CA TRANSACTIONS 175,638 34, EBTG ATM TRANSACTIONS 106,012 8, TOTAL 2,390, , TOTAL RECIPIENT TRANSACTIONS 2,562, EBTMS409-1 STATE NAME SETDATE: 01/31/XX PAGE: 2 MANAGEMENT STATISTICS REPORT RUNDATE: 02/01/XX TRANSACTIONS (CASH): TOTAL AVG APPROVED AVERAGE SOURCE CATEGORY APPROVED TRANS TRANS/BEN.CASE TRANS/BEN.CASE DIRECT DEPOSITS (ACH) POS CASH TRANSACTIONS 60, , ATM CASH TRANSACTIONS 589, , TOTAL 649, , TRANSACTIONS (FOOD STAMPS): TOTAL AVG APPROVED AVERAGE SOURCE CATEGORY APPROVED TRANS TRANS/BEN.CASE TRANS/BEN.CASE VOICE AUTHORIZATION 1,224 1, POS FOOD STAMP TRANSACTIONS 1,341,946 1,382, TOTAL 1,343,170 1,384, Figure Management Statistics Report FIS will also provide the Department with the Management Statistics County Report, to provide a summary of monthly activity for cards, cases, and authorization transactions during a month for each county. This report will be identical in format to the State-level Management Statistics Report, but will report at the county level. June 12, ITN 02F12GC1

188 FIS will also provide the Department with the Card Issuance/Replacement Report. This report provides a summary of the number of new cards issued and the number of cards reissued by reason (new, replacement and expedited). EBTDS210-5 STATE - XXDHS SETDATE: 07/27/XX PAGE: 1 CARD ISSUANCE/REPLACEMENT REPORT RUNDATE: 07/27/XX CARDS ISSUED TOTAL 229 CARDS REISSUED LOST 289 STOLEN 22 DAMAGED 43 CARDS ISSUED/REISSUED TOTAL 583 Figure Card Issuance/Replacement Report MONTHLY TRANSACTION FEE REPORT FIS will provide the Department with the monthly Transaction Fee Report. This report is a summary of transaction fees charged against the client by FIS, as well as transaction surcharges levied against the client by an ATM owner for cash withdrawals. Transaction fees are reported by category, and include ATM cash withdrawal fees and POS cash withdrawal fees (as well as any other specific fees directly charged against the client s EBT account). The report includes ATM surcharges levied against the client as a separate category for any transaction where the surcharge is separately identified. EBTMS404-1 STATE NAME CASH XXXX SETDATE: 07/31/XX PAGE: 15 LOCAL OFFICE - XXX TRANSACTION FEE REPORT RUNDATE: 08/01/XX TRANSACTION TRANSACTION CASE NUMBER CARDHOLDER NUMBER DATE TIME AMOUNT ATM FEE POS FEE SURCHARGE OTHER /05 08:05: /07 15:25: /09 12:08: /05 10:23: /08 10:54: /11 13:23: /12 12:34: /14 14:48: /16 17:29: COUNTY TOTAL EBTMS404-1 STATE NAME CASH XXXX SETDATE: 07/31/XX PAGE: 283 LOCAL OFFICE - XXX TRANSACTION FEE REPORT RUNDATE: 08/01/XX TRANSACTION TRANSACTION CASE NUMBER CARDHOLDER NUMBER DATE TIME AMOUNT ATM FEE POS FEE SURCHARGE OTHER /05 10:33: COUNTY TOTAL AGENCY TOTAL Figure Transaction Fee Report FIS will provide the Department with several standard administrative security reports that will provide the Department with the identity of the users of webadmin, the level and type of access provided to them, and an audit trail of the actual transactions performed by each user. These security reports will assist the Department in managing access to the administrative terminal. June 12, ITN 02F12GC1

189 ACCESS DEFINITION REPORT FIS provide these access definition reports, which list webadmin access area and users to allow the Department to manage access to the ebtedge System from the administrative terminal. User Access Report Access Definition Report The User Access Report is a monthly report that lists all users and the profile to which they are assigned on webadmin. This report lists all administrative users, by user ID, the type of user, their status, the profile to which they are assigned, and their user name. EBTMS304-2 AGENCY NAME SETDATE: 01/31/XX PAGE: 1 USER ACCESS REPORT RUNDATE: 02/01/XX USER ID TYPE STATUS OFFICE PROFILE USER NAME W OP AC ALL OFFICE INQUIRY JOHNSON, CHESTER W OP NW ALL OFFICE INQUIRY FARMHAM, LYNN W OP IA ALL OFFICE INQUIRY ALTERI, THOMAS W OP IA ALL OFFICE CARD ISSUE CLIFF, ROBERT Figure User Access Report The Access Definition Report lists the Department s profiles that were established and the valid functions within each profile. EBTMS304-1 AGENCY NAME SETDATE: 01/31/XX PAGE: 1 ACCESS DEFINITION REPORT RUNDATE: 02/01/XX PROFILE FUNCTION CARD ISSUANCE CARD INQUIRY RECIPIENT INQUIRY CARD ISSUE CARD CHANGE CARD REISSUE INQUIRY CASE INQUIRY CARD INQUIRY RECIPIENT INQUIRY BENEIFT INQUIRY RECIPIENT SEARCH RECIPIENT CHANGE BENEFIT ISSUE ACCOUNT INQUIRY HISTORY SUMMARY HISTORY DETAIL FIND STORE S VOUCHER FIND VOUCHER NUMBERS FIND APPROVED VOUCHERS FIND VOUCHERS BY PAN CASE ENROLLMENT INQUIRY SURVIVOR INFORMATION INQUIRY FOOD STAMP INQUIRY CONVERSION Figure Access Definition Report June 12, ITN 02F12GC1

190 Customer Service Statistical Data The Provider shall provide statistical data for both the cardholder and retailer customer service. Statistics for the ARU, web sites, and CSRs shall be included. The Provider shall provide the following: Cardholder Customer Service Statistics. The Provider shall maintain daily statistics on demographics, metrics and performance. The Provider shall aggregate statistics on a monthly basis Monthly Retailer Customer Service Statistics. The Provider shall maintain daily statistics on demographics, metrics, and performance. The Provider shall aggregate statistics on a monthly basis The FIS Customer Service Reports will provide the Department with a complete picture of the effectiveness of FIS customer and retailer customer service functions. Using the reports provided by FIS, the Department can easily monitor overall performance and understand the level of service FIS is providing to Florida cardholders and retailers. FIS will provide the Department with complete monthly reports covering the first day to the last day of that reporting month. The reports will be separated by Cardholder and Retailer calls handled by the ARU, web sites and calls handled by a CSR. The monthly reports will contain daily statistics on demographics, metrics and performance aggregated on a monthly basis. FIS will work with the Department to ensure that our Customer Service Report meets all of the requirements set forth in this ITN System Interfaces (State and Federal) State Interface The Provider shall support the data interface requirements as specified by the Department. The Department currently has defined file formats to support the transfer of data and instructions required to set-up, change and maintain EBT accounts on the current EBT host system. These records are detailed in the document library. Files and detail records are generated from two eligibility systems that interface with the vendor s EBT/EFT system. These systems are: FLORIDA (Florida On-Line Recipient Integrated Data Access) system which provide account and benefit authorization data for the FAP (Food Assistance Program), TCA (Temporary Cash Assistance) and RAP (Refugee Assistance Program The Department has initiated a project to replace the FLORIDA system with new technology within the next five years. Respondents shall accommodate and support any interface or system changes required for file transmission and processing from a new eligibility system platform. OSST (One Stop Service Tracking) The OSST system supports the Food Assistance Employment and Training Program (FAETP) administered by the Department of Economic Opportunity (DEO) SPS (Supplemental Payment System) The SPS supports OSS and PNAS payments for aged, blind, or disabled individuals in alternative living arrangements FIS has done numerous conversions from Florida s current provider, JPMorgan EFS. The most recent conversions were the State of Tennessee (February 2012) and the District of Columbia (January 2012). We are familiar with the file formats that exist between the State and the EBT vendor and will utilize those same formats to save the investment the State has made in writing to those interfaces. June 12, ITN 02F12GC1

191 FIS recognizes that the State will be looking to replace the FLORIDA system in the next few years. When the State is read to migrate to the new system, FIS will work with the State on modifications to the processing interfaces to help ensure a smooth conversion Federal Interface The Provider is required to support the data interface requirements of the United States Department of Agriculture, Food and Nutrition Service (USDA-FNS) by interfacing with the systems as required in 7 CFR, 274.3, and and the QUEST Operating Rules. A description of the federal data interface requirements can be found in the document library. FIS interfaces with the AMA, ASAP, ALERT, STARS, and REDE systems. More than 20 years of EBT experience has provided FIS with a high level of familiarity with federal reporting/federal system interface specifications. We will continue to meet the FNS data and timeframe requirements by providing FNS with the required files described below, as well as an updated authorized retailer/merchant database, for the State, in the required formats. FIS will work with the State and FNS to accommodate any future changes to these files or formats. FIS is already certified with the FNS and Federal Reserve Bank of Richmond on the automated batch issuance process, as well as the online backup method of entering AMA issuance. FIS will reliably update the AMA System maintained by the Federal Reserve Bank automatically each business day using the issuance information provided by the State of Florida. All benefit authorization transactions that have an impact on the value of the database are reflected in the settlement process. This includes all activity for authorizing and canceling SNAP benefits, and making repayments and Expungements, whether the transaction was initiated at the ADMIN, through the benefit batch maintenance files received from the State, or the aging/expungement process. These transactions flow through the logging component to the audit logger and are reported on each day. FIS uses the information in the logs to create the system-generated AMA Batch Issuance file that is sent to the Federal Reserve Bank (FRB) in Richmond, Virginia in the required file format. The issuance information provided in the file is reported by the available date of the benefit authorization as specified by the State. As part of the AMA file process, FIS produces and will provide the State of Florida with the AMA Batch Issuance Report. This report is a detailed listing of the data contained in the AMA Batch Issuance File sent to the FRB each processing day. June 12, ITN 02F12GC1

192 EBTDS406-1 STATE NAME SETDATE: 08/25/XX PAGE: 1 FILE SEQUENCE NUMBER AMA BATCH ISSUANCE REPORT RUNDATE: 08/26/XX TRAN EFFECTIVE CODE DATE AMOUNT IS 08/25/20XX 11, RO 08/25/20XX IS 08/26/20XX 75, IS (AUTH) TOTAL = 86, IO (OTHER) TOTAL =.00 RC (CONV) TOTAL =.00 RE (AGED) TOTAL =.00 RO (OTHER) TOTAL = FILE TOTAL = 87, Figure AMA Batch Issuance Report After the submission of each AMA Batch Issuance file to the Federal Reserve, FIS receives fax verification from the FRB that the file was received and posted. FIS uses this to validate the AMA posting amounts. In the event that a discrepancy is discovered in the reconciliation of State-reported issuance data and the data provided to AMA by FIS, we will work to promptly research and resolve it. Depending on the discrepancy reason, FIS will either re-transmit the AMA Batch Issuance file to the FRB or use the online, manual entry method of AMA reporting to make corrections. In those unusual instances where a manual correction or entry in AMA is required, FIS logs into the AMA system interface to the Treasury Department s ASAP System using a preauthorized, individual user ID and selected user password. Once authorized access is granted to the AMA/ASAP System, FIS navigates through the screens to the AMA Issuance/Returned Benefits Entry screen. There, FIS enters the issuance data reported on the AMA Batch Issuance Report for the State. The AMA System edits all fields and highlights any errors. When all data passes all edits, a confirmation message is displayed that allows FIS to accept the entries. FIS prints the screen before moving on to the next entry or closing out of the system. Usually within an hour of the completion of the manual entry of AMA, the AMA Add Successful screen print is compared to the data reported on the AMA Batch Issuance Report by an associate other than the one who performed the data entry. This is done to validate the accuracy of the manually-entered data and provide for expedient correction, if necessary. Upon completion of the manual entry of the AMA Issuance data process, FIS contacts the appropriate State staff to review the entries online and provide certification to authorize the update to ASAP. As the current EBT processor for 14 EBT projects, FIS is thoroughly familiar with all of the resources available to us regarding AMA/ASAP and will continue to use these sources if necessary during the State s EBT project. FNS uses the STARS file, which summarizes retailer credits, to verify the ASAP draw down. Refer to Section Store Tracking, Authorization and Redemption Subsystem (STARS) for additional information on the STARS file. FIS will maintain the retailer database for EBT-only retailers in Florida and will have a daily interface with the FNS database through the REDE System in the approved file June 12, ITN 02F12GC1

193 formats. As retailers are added, deleted, or changed, the REDE System passes the new information to the FIS Merchant Management System (MMS) database, initiating a series of actions, including updating the processing file that approves all SNAP benefit transactions. We accommodate nightly, monthly, and ad hoc operations for REDE processing. Monday through Friday, the processing databases are updated with the REDE file information. Every transaction is checked against this database to ensure it originated with an authorized retailer. In this way, FIS can be sure that only FNS-approved retailers are able to participate in the EBT program. When an EBT transaction is transmitted for processing at the FIS host, the retailer s FNS number is verified against the retailer database updated by the MMS to ensure that the retailer is currently authorized to accept SNAP benefits. If the retailer s FNS number is on the database, the transaction is processed. If the FNS number is not on the database, the transaction is denied and the denial is logged and reported to the State. The MMS and online transaction logging ensure that accurate EBT transaction detail data pertaining to each retailer is captured and that the MMS contains up-to-date information about retailer bank accounts and store cutover times to ensure timely processing of SNAP redemptions to the retailers accounts. All data is maintained with extensive physical and logical security. FIS protects the integrity of the MMS by using the same level of high security applied to all areas of the FIS ebtedge System. The safeguards of user sign-on passwords and the selective access of users to applications and screens are also applicable to the MMS. On a daily basis, the FIS Authorization Host System keeps track of the retailer position based on the approved transactions logged during the business day. As part of the ACH processing, the FIS system compares and balances the Retailer Settlement file, which is used to create the ACH file, with the log from the authorization host. FIS creates a daily STARS file and matches the amount in this file with the Letter of Credit amount on the Clearing Statement. This daily matching procedure ensures 100 % data and file accuracy. The daily STARS files are stored on the system and sent to the Benefit Redemption System Branch (BRSB) via the FNS Minneapolis Computer Support Center (MCSC) once a week. This transmission includes the retailer s FNS authorized number, transaction date, total amount credited for each retailer, and total EBT transactions that occurred for that day. FNS uses this file to verify the ASAP draw down. Currently, FIS sends an ALERT file to FNS daily, for each of our EBT processing states, detailing each state s activity for the day. As required by FNS, we currently provide the ALERT file to FNS through the ALERT Subsystem in the required file layout. FIS will June 12, ITN 02F12GC1

194 provide this same service for Florida. We assure the State that we will also settle and report any manual vouchers that carry over from the previous system EBT Account Structure and Benefit Delivery Model In a multi-program EBT/EFT environment, cardholders may be eligible to receive benefits from one or more programs. EBT Account Structure requirements apply to benefits which are accessed by a state-issued EBT card or direct deposit from the EBT cash subaccount. The Provider shall design the EBT account to ensure that: Account and benefit balances are accurately maintained Benefits accessed by cardholders are drawn from the appropriate primary and secondary account(s) Benefits are drawn on a first in; first out basis using the State s Primary Program Designation hierarchy Cash benefits within the cash account are drawn from the appropriate benefit type and program Benefit accounts are not overdrawn The Provider shall be liable for any losses resulting from errors or omissions. These liabilities will include, but are not limited to: Allowing access to program benefits prior to the availability date Losses from incorrect or erroneous posting of debits and credits to cardholder s accounts Losses from funds drawn from an account after the Provider was notified that the card was lost, stolen or not received in the mail Losses from transactions performed on inactive or cancelled cards Damages or losses suffered by a Federal or State agency due to negligence on the part of the Provider Loss of benefits caused by fraud or abuse by the Provider or its representatives or subcontractors Benefits paid out in excess of authorized cardholder benefit amounts EBT host transaction processing errors The Provider s account structure shall support Food Assistance, WIC at the Department s option and cash assistance programs, including both prefunded and day-of-draw cash benefits. The Provider s account structure must have the flexibility to accommodate and support additional nutrition, cash, health or other benefit programs which may be added to EBT/EFT services during the term of the contract. Benefit programs are completely separated in the FIS EBT account structure so that SNAP, Cash, Child Care, and other assistance program benefits never commingle with each other. Access to benefits is restricted by type; for example, FAP benefits will not be accessed via an ATM or converted to cash. The State will define the cardholder s eligible program type. The system architecture has been designed so that State staff can establish a cardholder s EBT account with more than one eligible benefit type. This architecture ensures that: Account and benefit balances are accurately maintained Benefits accessed by cardholders are drawn down from the appropriate primary and secondary account(s) Benefit authorizations are drawn on a first-in/first-out basis using the State s Primary Program Designation hierarchy (please refer to Section , Primary Program Designation for more information) Cash benefits within the cash account are drawn from the appropriate benefit type and program, both by the State-issued EBT card and by direct deposit Benefit accounts are not overdrawn June 12, ITN 02F12GC1

195 FIS acknowledges liability for any losses resulting from errors or omissions including, but not limited to the following: Allowing cardholders access to program benefits prior to the availability date Losses from incorrect or erroneous posting of debits and credits to a cardholder s accounts Losses from funds drawn from an account after FIS is notified that the card was lost, stolen, or not received in the mail Losses from transactions performed on inactive or cancelled cards Damages or losses suffered by a federal or State agency due to negligence on FIS part Loss of benefits caused by fraud or abuse by FIS, or our representatives or subcontractors Benefits paid out in excess of authorized cardholder benefit amounts EBT host transaction processing errors The single card hierarchical account structure was designed for multiple programs (SNAP, WIC, and/or Cash Assistance) and benefit types (Prefunded and Day-of-Draw) to be independently administered, funded, and drawn upon. Each cardholder s account is kept separate in the database, based on the authorization information supplied by the State. The FIS ebtedge System is a table-driven system that can be easily updated to meet the growing needs of the State. If benefit programs are to be added to the State EBT System, the tables within ebtedge are simply updated. There will be no need for extensive changes. FIS currently provides EBT services for 14 projects. We maintain multiple programs (SNAP, TANF, Child Care, and other Cash programs) on a single EBT card for 11 of these states Primary Program Designation The Provider shall support the following Primary Program Designation (PPD) for disbursement of cash account funds: 100% Federal funded benefits Federal/State split funded benefits 100% State funded benefits Benefits within the three (3) PPD levels shall be drawn on a first in/first out basis. Cash benefits will be subject to the Primary Program Designation (PPD) hierarchy as defined by the State: 100% federal funded benefits June 12, ITN 02F12GC1

196 Federal/State split funded benefits 100% State funded benefits The ebtedge System uses separate tables with internal codes and priorities to establish the relative priorities for funds disbursement. All funds will be drawn for disbursement using this PPD order on a first-in/first-out basis Direct Deposit From The EBT Cash Benefit Account The Provider shall have the ability to issue cash benefits through direct deposit, at the customers choice, into the customers personal bank account. Direct deposit for a cardholder s account can be setup through the FIS ebtedge webadmin application or the batch process. Once a client is set up in the ebtedge System, the State can update the client s account with the banking information for direct deposit. Instead of the client accessing their funds through their EBT card, their funds can be moved through the Automated Clearing House (ACH) to their personal bank account (checking or savings). The ebtedge Direct Deposit functionality will give the State the ability to service a greater population while working with familiar screens and processes Optional Services ACH Services (Option) Subject to the department s needs for such services and selection of this option, the Provider shall provide ACH Payment functionality to support the direct deposit of cash benefits into client and/or Provider designated bank accounts. This functionality is separate from and in addition to the mandatory functionality to provide for direct deposit from the EBT cash account to a customer s personnel bank account at their request. To support ACH payment services, the Provider, or its designated Financial Agent, shall have an ACH Originating Depository Financial Institution (ODFI) membership in the ACH network. The Department or designated agency will send the Provider ACH payment set-up or update information through batch files or through Administrative System functionality. Currently, the Department is only using Administrative System functionality for direct deposit. Future additions of new programs may require batch processing for direct deposit. The Provider or its designated Financial Agent, shall originate these payments into the ACH payment network. The department or designated agency will send the Provider ACH payment information through the batch file process or host-to-host. The Provider shall edit for duplicate files and records within the ACH process. The Provider shall initiate the settlement of direct deposit payments through agreed upon settlement procedures. The Provider shall maintain ACH activity records on customer and Provider accounts, including date, amount, and banking information. Use of NACHA File Specifications The Provider shall use NACHA s ACH Input File specifications for creation and transmission of the ACH payment records. Pre-note Process The Provider s designated ODFI shall initiate a zero dollar pre-note entry through the ACH to the Receiving Depositary Financial Institution (RDFI) for the purpose of validating account information provided by customers/providers. The ODFI shall process the pre-note transactions in compliance with ACH rules. The Provider and/or the ODFI shall provide an automated capability for the department or designated agency to correct returned pre-note transactions. June 12, ITN 02F12GC1

197 Notifications of Change Notifications of Change (NOCs) are zero dollar ACH transactions sent by an RDFI to the ODFI to correct information contained in a pre-note or live ACH transaction. The Provider and/or the ODFI shall develop an automated capability for the department or designated agency to correct NOC information. Returns Returns are live dollar payments that are not accepted by the RDFI. The ODFI will receive returns on behalf of the department or designated agency. The Provider and/or the ODFI shall develop an automated capability for the department or designated agency to accept and/or correct returns and shall provide sufficient detail on returns to allow reconciliation, including the customer/provider identification number, name, social security number, bank account number and routing number, and process resends. Additionally, the Provider shall provide the capability to post ACH returns to a customer s pre-existing EBT account. At the Department s discretion, the Provider shall provide electronic notification to facilitate the automated generation of a letter to a customer/provider. ACH Administrative Services At the Department s discretion, the Provider shall provide ACH administrative services. The Provider shall record and maintain customer or Provider account information, update account information, remedy account errors or returns, and resolve payment issues with the customer s or Provider s financial institution. Customers or Providers that report incorrect account information or change financial institutions without notice shall not have their funds transferred to the correct or new account until the Provider has recovered any funds transferred to the incorrect financial institution or account Statements The Provider shall provide the capability to track and process 1099 Statements for Providers paid through the EBT/EFT services contract. Due to revisions to the Internal Revenue Service (IRS) tax code, the EBT vendor will be required to create and distribute IRS-1099 forms to EBT-only retailers and third party processors (TPP) that perform more than 200 transactions totaling $20,000 or more during any calendar year. The requirements are found in the IRS Regulations at 26Code of Federal Regulations, (CFR) Parts 1, 3, and 301. These requirements apply to both cash and SNAP transactions and to all EBT vendors that deal with credit and debit-card payments (not only SNAP). FIS is a major national ACH processor and has extensive experience in ACH management. FIS has an originating and receiving relationship with the Automated Clearing House through an existing agreement with Wells Fargo Bank, N.A. (Wells Fargo), as described in Section , Optional Services. The FIS ebtedge System is an effective way for the State to manage ACH services. MAINTENANCE OF DIRECT DEPOSIT INFORMATION Direct deposit for an EBT case is set up through the FIS ebtedge webadmin or through the batch process. Maintenance for direct deposit consists of adding a direct deposit client, maintaining direct deposit data, and terminating direct deposit for a client as requested by the State.. Benefits are received through the normal batch process and can either be sent as a separate batch file or intermixed with the State s regular benefit files, or benefit may be applied via the FIS ebtedge webadmin system. Files for direct deposit are created according to standard ACH format and routed through standard ACH processes to the client s bank account. FIS maintains the ABA Routing Number, the client s personal bank account number, the account type (checking or savings), and pre-authorization records for adds, updates, and terminations as necessary. Release of direct deposit benefits is through a batch program that runs daily. The program reads the direct deposit table and formats an output file of direct deposit benefits that are to be release, which is used to feed the ACH process. The June 12, ITN 02F12GC1

198 account information is read from the table at the time the benefit is being released. The FIS batch process contains checks and balances to ensure no duplicate or erroneous postings occur within the ACH process. SETTLEMENT AND ACTIVITY REPORTS From FIS perspective, settlement for direct deposit benefits is no different than any other cash program administered by FIS. The State provides funding for direct deposit activity the same as they would for any other cash payment activity. The State knows the amount to fund the clearing account from the Clearing Statement that is generated daily and provided to the State. An ACH Activity-Direct Deposit Report (Figure 7-140) will be produced and transmitted to the State along with the daily report transmission when activity occurs. This report provides a record of the client s case number (and account number), banking information, date and deposit amount. The direct deposit is summarized on the Clearing Statement. Standard batch totals and exception reports will also be provided to the State for benefit batch refresh files received with direct deposit clients. EBTDS103-2 STATE NAME - DHS SETDATE: 11/05/xx PAGE: 1 CASH - ACH ACTIVITY - DIRECT DEPOSIT RUNDATE: 11/05/xx AVAIL FINANCIAL POST DEPOSIT CASE NUMBER AUTH. NO. DATE INSTITUTION ACCOUNT NUMBER DATE AMOUNT / SV 11/ / CK 11/ / SV 11/ / CK 11/ / CK 11/ / SV 11/ / CK 11/ / CK 11/ / SV 11/ / SV 11/ / CK 11/ / SV 11/ / SV 11/ TOTAL 13 3, Figure ACH Activity Direct Deposit Report FIS direct deposit functionality allows the State to leverage its EBT System to service a greater population while working with familiar screens and processes. USE OF NACHA FILE SPECIFICATIONS FIS uses NACHA s ACH Input File specifications for creation and transmission of ACH payment records. June 12, ITN 02F12GC1

199 PRE-NOTE PROCESS Rejected deposits occur as the result of a client/provider s personal bank account having been closed or changed, or inaccurate data in the routing process. To reduce the number of rejected benefits, FIS routinely sends a zero-dollar pre-notification to the receiving financial institution to verify the account and routing information upon setup of all direct deposit cases. If rejects occur during this pre-notification process, the information will be provided to the Department or designated agency via an automated process for correction prior to actual funds being processed. NOTIFICATIONS OF CHANGE In cases where the funds do get to the correct financial institution, but the account type is incorrectly identified as checking instead of savings or savings instead of checking, the bank will accept the funds and notify us of the change in account type. We will notify the Department or designated agency via an automated process so that the correct account type may be updated in the system. RETURNS In cases where actual funds are rejected because of incomplete or incorrect routing or account number information or closed accounts, FIS is notified through the ACH process and those funds are sent back to the FIS holding account. FIS will notify the State and, upon receiving the correct information, will create a wire transfer to the client/provider s correct bank account. As an alternate process, FIS can post ACH returns to a client s preexisting EBT account. The client/provider s information is updated by the State through the State s webadmin prior to the next month s issuance. FIS will provide the State with an automated process to accept and/or correct returns. We will include sufficient detail on returns to allow for reconciliation, including the client/provider s account number, name, SSN, bank account number and routing number. At the Department s discretion, FIS will provide electronic notification to facilitate the automated generation of a letter to the client/provider. ACH ADMINISTRATIVE SERVICES At the Department s discretion, FIS will provide ACH administrative services. We will record and maintain client/provider account information, update account information, remedy account errors or returns, and resolve payment issues with the client/provider s financial institution. June 12, ITN 02F12GC1

200 For client/providers who report incorrect account information or change financial institutions without notice, FIS will not have their funds transferred to the correct or new account until we have recovered the funds transferred to the incorrect financial institution or account STATEMENTS FIS will provide the capability to track and process 1099 Statements for Providers paid through the EBT/EFT services contract. FIS will be in compliance with the IRS regulations at CFR Parts 1, 3 and 301 beginning on the day we start driving terminals for the State of Florida. FIS MMS will store IRS Tax ID information for Florida EBT-only retailers and TPPs, which will be gathered as part of the retailer contracting process. FIS will then track settlement for each retailer and consolidate into one 1099-K form for each, summarized by month and gross total for the year and amount of withholding if any. FIS will mail 1099-K reports to retailers and file the 1099-K information with the IRS as required in early January of each year. We understand a 1099 form is required for EBT-only retailers and TPPs that perform more than 200 transactions totaling $20,000 or more during any calendar year. We further understand these requirements apply to both cash and SNAP transactions and to all EBT vendors that deal with credit and debit-card payments, not only SNAP Branded Debit Cards (Option) The Provider may provide distribution of cash benefits via a branded debit card as may be required by the department or other State agencies. To support designated cash programs, the Provider shall provide clients with a commercial branded debit card at no cost to the department or other State agency(s). The branded debit cards shall be issued by a Federal chartered financial institution and have a corresponding demand account. The Provider shall accept and settle benefit deposits into these accounts, either through an existing EFT process or by direct transmission from the department or other designated agency to the Provider. The debit cards and transactions shall be subject to the operating rules of the service mark, e.g., VISA or MasterCard. Each cardholder account shall have full Regulation E protection and full Federal Deposit Insurance Corporation (FDIC) coverage up to $100,000 per cardholder account. The Provider shall be required to provide a monthly report on cardholders conducting out of state debit card transactions. Toll-free customer service shall be provided to branded debit cardholders domestically. FIS AND U.S. BANK PARTNERSHIP In order to provide the State of Florida the best possible branded debit card experience for your cardholders, FIS has partnered with leading prepaid card issuer, U.S. Bank, to provide a complete branded debit card solution for the distribution of cash benefits. FIS and U.S. Bank have a partnership that began in 2001, when U.S. Bank became the first branded debit card vendor in the nation to implement a Visa-branded debit card solution June 12, ITN 02F12GC1

201 for the disbursement of government payments when we successfully launched the Colorado and Washington State Child Support Programs. Those two groundbreaking programs were acclaimed at the time for their great new innovations and cost savings for each state. Since then, they have continued to evolve with advancements in technology and still function today as the original program templates for all U.S. Bank government prepaid debit solutions, including the proposed use of the ReliaCard for the State of Florida s distribution of cash benefits. Today, we are extremely proud to partner with U.S. Bank, whose government agency client list is one of the largest in the nation with 38 major agencies spanning 16 states, and an active cardholder population of over 2.3 million residing in all 50 states, including Florida. U.S. BANK RELIACARD FOR GOVERNMENT DISTRIBUTION OF CASH BENEFITS For the purposes of managing the cash benefit disbursements for the State of Florida (at no cost to the Department or any other State agency), FIS will leverage the features and functionality of U.S. Bank s powerful government prepaid product, ReliaCard. As one of the largest Visa prepaid debit card issuers in the nation, U.S. Bank has become a leading government disbursement card issuer of recurring government benefits such as: Child Support, Unemployment Insurance, Temporary Aid for Needy Families (TANF), Child Care, Worker s Compensation, Department of Corrections, Pension Plans, Medicaid Incentives and other payment disbursements. The U.S. Bank ReliaCard will carry the Visa brand and supply State cardholders with Visa s enormous portfolio of benefits. With the largest merchant point-of-sale network in the world (over 30 million locations), Visa gives our cardholders wider access and use of their funds. Plus the direct development and implementation provided by U.S. Bank gives the State a self-driven program designed to ease the transition from an existing vendor, or when converting a program from paper checks. And once implemented, they do all the heavy lifting. All the State must do is simply send new funding files to us to disburse the funds on claimant cards and even that uses the exact same process currently being used for your direct deposit disbursements. THE 5TH LARGEST COMMERCIAL BANK IN THE NATION U.S. Bancorp is the parent company of U.S. Bank National Association. U.S. Bancorp is the 5th largest financial services holding company in the Unites States conducting operations through 3,085 bank branches and 5,053 ATMs (brick and mortar) in 25 states, and providing a comprehensive line of banking, brokerage, insurance, investment and mortgage, trust, and payment services products to consumers, businesses, governments June 12, ITN 02F12GC1

202 and institutions in all 50 states. They provide financial services to thier 17.2 million customers with approximately 63,000 full-time employees throughout the United States and Europe. U.S. Bancorp and its employees are dedicated to improving the communities they serve, for which the company earned the 2011 Spirit of America Award, the highest honor bestowed on a company by United Way. As a publicly traded corporation, our annual reports, 10-K filings and 10-Q filings are available online for public viewing. THE HIGHEST RATED BANK IN THE NATION U.S. Bank is proud that Standard and Poor s and Moody s now rank them as the highest rated large bank in the United States. Their prudent and conservative banking principles June 12, ITN 02F12GC1

203 are now seen as the new paradigm of success for financial institutions. Unlike many of their peers, they are well-positioned for growth and expansion and welcome the opportunity to extend their full product and service portfolio to all new customers as well as their existing customers. Figure U.S. Bank Moody s, S&P, Fitch, and DBRS Rankings ACCESS TO INDIVIDUAL DEMAND DEPOSIT ACCOUNTS Each AccelaPay program is structured the same. State AccelaPay cardholders have access to individual DDA accounts (owned by U.S. Bank) set up in their names by U.S. Bank. AccelaPay functions exactly like a regular direct deposit program, where employees direct payroll funds to an account of their choice either a Demand Deposit Account or an AccelaPay card account. The State Controls the Funding Process U.S. Bank will assist the State in developing the best funding protocol for your disbursement programs. Currently ALL of their 38 state programs simply use their existing ACH process to fund the cards. Using this protocol, the State will have sole responsibility for initiating card funding transactions. If you currently determine the ACH effective date when making direct deposits via your ACH-originating bank, then this process will not change when making deposits to ReliaCard accounts. The State will continue to determine the ACH effective date for each outgoing funding file. The industry standard timeframe for funds transmitted via ACH is two (2) business days from the time of initiation to the final deposit into an individual s account residing at their receiving bank. For example, if funds are initiated on a Monday, they will not be received until Wednesday. U.S. Bank does not hold cardholder funds; therefore, actual credits to ReliaCard accounts occur within minutes of receipt of the funds from the Federal Reserve via the normal ACH process. June 12, ITN 02F12GC1

204 Figure ReliaCard Funding Process Map Reversals through NACHA Guidelines In the event of a funding error, State program administrators will have the ability to follow standard ACH reversal procedures in accordance with NACHA guidelines. If needed, U.S. Bank can also assist by processing real-time credit reversals during normal business hours. To do so, U.S. Bank will require prior written authorization from the State. RELIACARD PLASTICS ARE FULLY VISA COMPLIANT The ReliaCard plastic is both Regulation E and Visa compliant designed and manufactured using standard 2-1/8 x 3-3/8 x.030 card stock and featuring all branding, labeling and technology enhancements necessary to enable its prepaid debit card functionality according to Visa guidelines. FULLY VISA PCI-DSS COMPLIANT As one of the largest prepaid issuers in the world, U.S. Bank already complies with Visa PCI-DSS. ACCELAPAY PROGRAM IS FULLY REGULATION E COMPLIANT From a functionality standpoint, all U.S. Bank prepaid debit card accounts comply with Section 12 (12 CFR Part 205), Federal Regulations 205 issued by the Board of Governors of the Federal Reserve System pursuant to the Electronic Funds Transfer Act (15 U.S.C et seq.), more commonly referred to as Regulation E. Protections provided for consumers under Regulation E and prepaid compliance include: June 12, ITN 02F12GC1

205 Presented to Initial Disclosures Regulation E information is included as a part of the card materials mailed to cardholders with their prepaid card. Notice of Change of Terms Provided to cardholders in writing prior to change. Receipts and Periodic Statements Receipts provided at the point of sale, and monthly statements provided via the Web and mailed to cardholder s home address upon request. Limitations on Consumer Liability for Unauthorized Transfers Provided at 100% by U.S. Bank. Error Resolution Procedures Provided by U.S. Bank via customer service or client management, depending upon the type of error. The standard prepaid program template provides for total compliance with all Regulation E issues. Should the Board of Governors of the Federal Reserve decide to revisit and/or change any part of Regulation E during the term of the Florida contract or its extensions, U.S. Bank guarantees the State of Florida and FIS that all necessary steps will be taken to ensure continued compliance with the regulation. U.S. BANK IS FULLY FDIC-INSURED U.S. Bank has been FDIC insured since January 1, The U.S. Bank FDIC certificate number is U.S. Bank does today, and will continue to, extend FDIC insurance to all of our re-loadable debit card accounts including all potential State AccelaPay accounts. Each account holder will be insured up to an aggregate total of $250,000. Any certification and information regarding U.S. Bank s membership in the FDIC is public knowledge and can be obtained by visiting COMPREHENSIVE STAR VIEW REPORTING SYSTEM With the U.S. Bank STAR View Web System reporting tool, State administrators have quick and easy access to online, critical program and cardholder reports to view payment details and ensure the accuracy of the data transmission: Complete Suite of Reports New card enrollments ACH transactions accepted ACH transactions rejected Cards activated Cards not activated Download Capability Download/export.txt files to further manipulate your data. Daily Reporting Standard reports are updated daily. June 12, ITN 02F12GC1

206 Presented to Program Administrator Training Comprehensive training on complete reporting system. Monthly Report Summary Available upon request. Monthly Report Summary U.S. Bank will provide each agency with an optional monthly report summary. The Cardholder Activity Report is a monthly summary of cardholder information including, but not limited to: Number of cards issued, hot carded, and closed Number and dollar value of loads Number and dollar of ATM withdrawals Number and dollar value of PIN and signature-based transactions Number of IVR calls (entire prepaid portfolio) Number of live representative calls (entire prepaid portfolio) Latency of Information U.S. Bank will provide the State with the ability to do enrollments via the web in realtime as well as via batch file transmission. Daily reports are updated nightly, and consist of the previous day s data. In the event that the agency would require any same-day data, a request can be made to U.S. Bank who will provide immediate assistance. Transaction Data (for cardholders only) In compliance with Regulation E requirements, cardholder transactions are posted to the account immediately and can be viewed online or queried via the IVR. Transaction information is password-protected and available to the cardholder only. Regular Agency Reports Not Affected Because the ReliaCard account is simply an alternative destination for direct deposit of benefits (just like a checking or savings account), its presence will have no influence on the State s current accounting systems. All pertinent data will continue to be processed within current agency/state systems, and card-related reports will only be a subset of activities that are specific to the management of the card program. Just as there is no need to interface the State s systems with the home bank for each claimant s checking or savings account, there will be no need to interface full-time with U.S. Bank for the State s ReliaCard program. Custom Reports Outside of STAR View Reporting If further report customization is needed, FIS will work with U.S. Bank and the State to develop the necessary additional reporting needed. We look forward to discussing your full reporting needs during ReliaCard Implementation. June 12, ITN 02F12GC1

207 OUT-OF-STATE CARD TRANSACTION REPORTING Using data identifying the state where the terminal hosted the card transaction, U.S. Bank will provide a report that identifies which State cardholders conducted out-of-state transactions. We look forward to discussing this particular report in greater detail to ensure we are meeting all State reporting needs for the program. UNLIMITED 24/7/365 MULTI-CHANNEL CUSTOMER SERVICE As part of the service package offered to the State, cardholders have complete access to U.S. Bank s 24/7 automated IVR system and live customer service professionals. Live ReliaCard customer service provides immediate English and Spanish language capabilities. Additionally, the prepaid call center is also supported by our Language Line partner that extends our live language capabilities to 170 additional languages. However, the true calling card of an exceptional government prepaid program is in how customer service is handled for your cardholders. We believe that the cardholder should have virtually every avenue available to them to access their account or get answers to their questions. That is why U.S. Bank designed a 24/7/365, multi-channel customer service package around our cardholders to give them the personal, self-service and proactive means to understand their account activity better: ReliaCard Website Cardholders can simply login to the State ReliaCard program website to manage their account at any time. Award-Winning Mobile Banking App Cardholders can check the account balance, and view mini-statements on-the-go. WINNER of the 2011 Paybefore Awards Best in Category Automated IVR Assistance A user-friendly and automated response system to get answers quickly and easily. Live Operator Support Provided by English/Spanish-speaking customer service representatives with an additional 170 languages of support. Two-Way Text Messaging Cardholders can send a text query (ping) to the account anytime to get a balance inquiry anywhere in the world where the cardholder s cell service is available. & Text Notifications Cardholders receive or text alerts of deposits, low balance warnings and POS activity. June 12, ITN 02F12GC1

208 Presented to Table 4-12 APPLICATION Current U.S. Bank ReliaCard Visa Government Partners (partial listing) LIVE REP IVR WEB Card Activation X X X* MOBILE APP TEXT MAIL ATM PIN Selection X Balance Inquiry X X X X X X Deposit Notification X X Low Balance Threshold X X Balance Warnings X X ATM Locator X X X Transaction History X X X View/Print Statements X X** X PIN Change X X PIN Reminder Report Lost or Stolen Card Dispute a Transaction Name/Address Change X X X X Compliance Disclosures X X Online Bill Payment *Note: U.S. Bank is developing a fully online, web activation process for prepaid cards as part of their 2012 product development roadmap. **Note: With U.S. Bank s mobile banking app, cardholders have access to mini statements, which are smaller overviews of their regular statement functionality. X U.S. BANK: BRANDED PREPAID CARD PROVIDER Within the FIS/U.S. Bank partnership, we will be providing FIS with a U.S. Bankbranded and issued prepaid card product and comprehensive support services for use in government payments disbursement services. As one of the largest Visa prepaid debit card issuers in the nation, U.S. Bank has become the number one government disbursement card issuer, with 38 partner agencies in 16 different states. The ReliaCard prepaid government disbursement card is utilized for electronic direct deposit of recurring government benefits disbursements such as: Child Support Unemployment Insurance June 12, ITN 02F12GC1

209 Temporary Aid for Needy Families (TANF) Child Care Worker s Compensation Department of Corrections Pension Payments DHHS Medicaid Reward Incentives. Figure Standard ReliaCard Design Shown Once State claimants receive their cards and activate them, they are free to use the card as they see fit, wherever Visa debit is accepted. Aside from over 30 million global POS locations that accept Visa, State cardholders can withdraw cash at over 1.9 million Visa/PLUS ATMs and over 103,000 Visa-branded banks and credit unions around the world. State claimants will have access to host of features and functions that will simplify their lives: Table 4-13 Description Easy to Implement and Launch U.S. Bank ReliaCard Visa Overview A direct deposit alternative for government disbursements and other recurring payments. Visa Branded, reloadable, prepaid Visa debit card not a credit card - good wherever Visa debit is accepted. Available to All claimants regardless of credit or banking history. Identical Funding Process to existing direct deposit via NACHA ACH PPD entry class code. No Integration Required or complicated software or hardware conversion. Dedicated Implementation Manager assigned to focus exclusively on a successful roll-out and launch. Dedicated Marketing Manager assigned to provide complete technical support and training to administrators and claimants. Standard Marketing Materials designed and distributed to maximize program enrollments. Complete Technical Support and agency training provided. U.S. Bank Drives the Project end-to-end and completely cost-free to State. June 12, ITN 02F12GC1

210 Table 4-13 Hassle-Free Enrollment & Card Delivery Safe & Secure End-to-End Turnkey Program Management Best Cardholder Experience Available Exceptional Value for All Stakeholders U.S. Bank ReliaCard Visa Overview Automated & Secure Easy-to-use secure website for enrollments and reports. Batch File Enrollments For larger quantity enrollments. Fast Cardholders receive cards within 3-5 days (subject to USPS) and funding within normal NACHA standard timeframes agency selectable effective dates. Flexible Easy management of reversals and other non-standard transactions. Financial Stability U.S. Bank is the fifth largest commercial bank in the nation. Federal & State Compliance U.S. Bank handles OCC Regulation E, OFAC, BSA, Patriot Act, ANSI, Visa and all state escheatment regulations. ZERO Fraud Liability U.S. Bank accepts all liability for card fraud, not cardholders or State. Card Activation Required Cardholder activates via IVR & selects own PIN. Visa and U.S. Bank Protections Zero-Liability Fraud Protection and Purchase Security. FDIC Insured ReliaCards insured up to $250,000. Safer Than Cash No weekly unsecure handling of cash. Dedicated Relationship Manager assigned to continually manage and act as the single point of contact for the program. Program Reporting for special needs driven by your U.S. Bank Relationship Manager. A Dedicated Support Team to manage your program end-to-end minimizing your involvement and preserving time and resources. 100% Escheatment Management U.S. Bank automatically escheats all unclaimed funds back to the appropriate state. Signature-Based POS Purchases at all Visa debit merchant locations worldwide over 30MM worldwide. PIN-Based POS Purchases at all merchants that accept Interlink and NYCE PIN-based debit over 2.2MM nationwide. Purchases via Web, phone and catalog houses. ATM Cash Access at all U.S. Bank, MoneyPass and NYCE-SUM ATMs over 27,000 nationwide. OTC Teller Withdrawals at all Visa-branded banks and credit unions over 103,000 nationwide. UNLIMITED 24x7x365 Customer Service via live CSRs, IVR, dedicated website, mobile banking app and text and notifications. Online Bill Pay Through or our award-winning mobile app. Award Winning Mobile Banking App Banking made for an on-the-go lifestyle. Faster Access for claimants to get their funds. Seamless and Hassle-FREE program launch and maintenance for payment administrators. Enhanced Agency Perception as being forward-thinking and cost conscious. A True Banking Benefit for under-banked and unbanked claimants. June 12, ITN 02F12GC1

211 TYPE, SCOPE AND LEVEL OF SERVICES PROVIDED As a prepaid card industry leader, U.S. Bank pledges to leverage their experience, innovation and broad prepaid capabilities in order to strategically develop the State s branded prepaid card program. Working closely with State administrators, U.S. Bank will pattern the program to meet and in some areas exceed your objectives and expectations, and in all cases, they will exercise the burden of work in order to free up State resources. The comprehensive, turnkey solution offered to the State of Florida includes: A Top Banking Partner: With U.S. Bank, the State gets a true consultative partner the top performing large bank in the United States. Full State and Federal Compliance: As a federally regulated financial institution, U.S. Bank will manage all compliance from OCC Regulation E, OFAC, BSA, Patriot Act, Visa and all state escheatment regulations. Complete Program Strategy Development: From head to tail, U.S. Bank s prepaid specialists will work with State administrators to generate the optimal branded prepaid product and to instinctively guide the program to meet objectives and timelines. Access to U.S. Bank s Prepaid Innovation Team: Responsible for four consecutive PayBefore Awards for prepaid innovations, U.S. Bank will tap the experience and technological savvy of the industry s foremost prepaid experts their very own Innovation Team. Custom Marketing Strategy and Collateral: To properly communicate the launch of the State branded prepaid card program, U.S. Bank will fully develop a custom marketing strategy designed to target potential prepaid customers across all signage, collateral and materials. Dedicated Implementation & Launch Team: The entire U.S. Bank team assigned to the State branded prepaid program will assist in driving the implementation via a proven implementation system to assure a timely, successful launch. Access to Specialized Prepaid Legal Team: As a U.S. Bank prepaid partner, the State of Florida gains critical access to a specialized team of prepaid legal experts, dedicating their time to ONLY the legal functions of our prepaid programs. Access to Specialized Prepaid Compliance Team: Like their legal team, U.S. Bank also has a specialized prepaid compliance team who dedicate their time to focus specifically on prepaid compliance measures to ensure that their partners programs meet all federal and state regulations. This team works closely with regulatory and industry associations like the Center for Financial Services Innovation (CFSI), Consumer Financial Protection Bureau (CFPB) and others. June 12, ITN 02F12GC1

212 Complete Prepaid Card Operational Support: From card fabrication, shipping and funding to the back-office operational functions to support the prepaid card, FIS will handle all the logistics to make the State s program operate smoothly from start to finish. Dedicated Relationship Manager: To provide dedicated support to the State program account, a dedicated relationship manager, Diane Rector, will be your one point-ofcontact for the complete management of your program for the entire length of the contract. Comprehensive Online Reporting: Throughout the contract period, the branded prepaid program will be supported by U.S. Bank s powerful online reporting package, STAR View, offering simplified program monitoring and control via standard reports or potential ad-hoc and custom reports developed by their operations team. EXTENSIVE PREPAID DEBIT PROGRAM EXPERIENCE With hundreds of prepaid card clients, U.S. Bank can undoubtedly say that they have the experience, ability and the prepaid product solutions required to meet and in some cases exceed all of the State s expectations for this program. U.S. Bank has partnerships with numerous states and government agencies and has developed a multitude of prepaid debit card solutions for them, ranging from payroll and refund programs, to disbursement programs, per diem programs, and others. June 12, ITN 02F12GC1